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All Journal Sejahtera: Jurnal Inspirasi Mengabdi Untuk Negeri Journal of Management and Social Sciences
Eny Rachmawati
Unknown Affiliation
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Education Engineering Social Sciences Transportation

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Penggalian Potensi Wisata Desa Kemlagi dalam Pengembangan Destinasi Wisata Kampung Tematik Eny Rachmawati; Didit Panji Saputra; Risma Millatul Ummah; Bambang Wijanarko; Putri Diah Ayu Lestari; Ika Vitriasari; Bravo Chandra Arista; Mochamad Farizal; Mukhamad Agung Maulana; Kintan Puspita Wardani; Debrina Putri Buana; Nur Vina Yulfana; Putri Virda Rahayu; Faren Kesita Gelioni; Ervinda Hardina Dwi Pratiwi; Arvianti Pramudita Tjandra; Ricky Damara Paulus; Puput Anggraeni; Sintia Roseta Dela; Salwa Firdaus Syah; Bentar Putra Setiyanto; Adinda Putri Sari Rahayu; Fathurachman Samba; Elly Kurniawati; Muhammad Yunus; Vony Puspitasari
Sejahtera: Jurnal Inspirasi Mengabdi Untuk Negeri Vol. 4 No. 2 (2025): Sejahtera: Jurnal Inspirasi Mengabdi Untuk Negeri
Publisher : Universitas Maritim AMNI Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58192/sejahtera.v4i2.3041

Abstract

Village potential greatly influences the community's economy. Management of superior village products from various sectors will influence and provide beneficial impacts for the village itself. Kemlagi Village, Mojokerto Regency has various products in the tourism sub-sector based on culture/local wisdom, agriculture and livestock whose quality is not inferior to other potential villages. To increase the potential of the village area, it is necessary to increase the village branding of any potential sub-sectors that the village has. Therefore, it is carried out in several stages; field observations, interviews, documentation and data analysis related to village economic potential. With the result that the lack of public understanding of product marketing and promotion is the main obstacle in developing local potential. The community responded to this by providing suggestions and ideas to each other so that their village could develop. Apart from that, this activity also introduces the use of social media to help branding and promotion of villages and UMKM products in Kemlagi Village, Mojokerto Regency.
Which SERVQUAL Dimensions Best Predict Customer Loyalty in High-Contact Service Industries Elly Joenarni; Eny Rachmawati; Mega Darmi Novita; Ahfi Nova Ashriana
Journal of Management and Social Sciences Vol. 5 No. 2 (2026): May: Journal of Management and Social Sciences
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Yappi Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimas.v5i2.2386

Abstract

This study explores the relationship between service quality dimensions and customer loyalty in high-contact service industries, including healthcare, hospitality, and financial services, particularly in emerging markets. Using the SERVQUAL model, which identifies five key dimensions tangibles, reliability, responsiveness, assurance, and empathy the research examines how these dimensions influence customer loyalty. A quantitative research design is employed, with data collected through a cross-sectional survey of 400 respondents using a structured questionnaire. The study analyzes service quality, customer satisfaction, and loyalty using Structural Equation Modeling (SEM), regression analysis, and Exploratory Factor Analysis (EFA). Findings reveal that reliability and empathy are the most influential factors in fostering loyalty, with customer satisfaction acting as a mediator. Additionally, the research highlights the role of perceived value and customer experience in moderating these effects, particularly in sectors like healthcare and hospitality. The study extends the SERVQUAL model by integrating new dimensions such as customer experience and perceived value, offering a more comprehensive framework for understanding service quality in high-contact industries. These insights provide actionable recommendations for service managers to enhance customer loyalty by addressing both functional and emotional aspects of service quality
Co-Authors Adinda Putri Sari Rahayu Arvianti Pramudita Tjandra Ashriana, Ahfi Nova Bambang Wijanarko Bentar Putra Setiyanto Bravo Chandra Arista Daniel Happy Putra Debrina Putri Buana Didit Panji Saputra Elly Joenarni Ervinda Hardina Dwi Pratiwi Faren Kesita Gelioni Fathurachman Samba Ika Vitriasari Kintan Puspita Wardani Mega Darmi Novita Mochamad Farizal Muhammad Yunus Mukhamad Agung Maulana Nur Vina Yulfana Puput Anggraeni Putri Diah Ayu Lestari Putri Virda Rahayu Ricky Damara Paulus Risma Millatul Ummah Salwa Firdaus Syah Sintia Roseta Dela Vony Puspitasari