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All Journal INVEST : Jurnal Inovasi Bisnis dan Akuntansi International Journal of Information System and Innovation Management
Sarbaeni Sarbaeni
Kanazawa University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Optimizing Banking E-Service Excellence: A CSI and IPA Approach to Customer Satisfaction Adrea Hanna Theresa; Teddy Chandra; Yusnita Octafilia; Mazzlida Mat Deli; Sarbaeni Sarbaeni
INVEST : Jurnal Inovasi Bisnis dan Akuntansi Vol. 6 No. 1 (2025): INVEST : Jurnal Inovasi Bisnis dan Akuntansi
Publisher : Lembaga Riset dan Inovasi Al-Matani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55583/invest.v6i1.1305

Abstract

This study aims to assess the level of customer satisfaction at Bank BCA Harapan Raya Branch in Pekanbaru by analyzing the gap between customer expectations and their actual experiences. It also identifies which service criteria should be prioritized for improvement. The research employs the Customer Satisfaction Index (CSI) method to measure overall customer satisfaction and the Importance Performance Analysis (IPA) method to evaluate the importance and performance of each electronic service attribute, determining priority areas for improvement. The results show that 77.71% of customers at Bank BCA Harapan Raya Branch fall into the "Satisfied" category, indicating that most customers are generally pleased with the services provided. Attributes located in Quadrant II (service speed, service reliability, transaction security, and accessibility) should be maintained, while those in Quadrant I (ease of use, transaction security, and accessibility) require immediate improvement.
Service Quality, Brand Image, and Electronic Word of Mouth as Key Drivers of Consumer Loyalty in E-Commerce: A Study of Shopee Users in Indonesia Fendha Theodany; Astri Ayu Purwati; Sarbaeni Sarbaeni
International Journal of Information System and Innovation Management (IJISIM) Vol. 3 No. 1 (2025): International Journal of Information System and Innovation Management
Publisher : Yayasan Pendidikan Islam Al-Matani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55583/ijisim.v3i1.2049

Abstract

This study aims to examine the influence of service quality, brand image, and electronic word of mouth (eWOM) on customer loyalty toward Shopee e-commerce in Pekanbaru City, Indonesia. The study population consists of Shopee users in Pekanbaru City, for which the exact population size is unknown. A non-probability sampling approach was employed using an accidental sampling technique. Based on Roscoe’s rule of thumb, a total of 150 respondents were selected as the research sample. Data were collected through a structured questionnaire and analyzed using the Statistical Package for Social Sciences (SPSS). The results reveal that service quality, brand image, and electronic word of mouth (eWOM) each have a significant and positive effect on customer loyalty. These findings indicate that improving service performance, strengthening brand perception, and encouraging positive online customer reviews are critical strategies for enhancing customer loyalty in the highly competitive e-commerce sector. This study contributes to the literature on digital marketing and consumer behavior by providing empirical evidence from an emerging market context.
Co-Authors Adrea Hanna Theresa Astri Ayu Purwati Fendha Theodany Mazzlida Mat Deli Teddy Chandra Yusnita Octafilia Theresia A Yesu Infante