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All Journal Entrepreneurship Bisnis Manajemen Akuntansi (E-BISMA) Genius: Jurnal Ekonomi Dan Manajemen
Nadifah, Nurul Ahillatun
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh e–service quality dan relationship marketing terhadap loyalitas nasabah dengan komitmen sebagai variabel intervening di BMT NUKAS Nadifah, Nurul Ahillatun; Amir, Faizal
Entrepreneurship Bisnis Manajemen Akuntansi (E-BISMA) Vol.6, No.1 (2025): June 2025
Publisher : Universitas Widya Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37631/ebisma.v6i1.1796

Abstract

This study aims to analyse the effect of e-service quality and relationship marketing on customer loyalty at BMT NUKAS with customer commitment as an intervening variable. A quantitative approach was applied in this study with hypothesis testing using Smart PLS. Data were collected through questionnaires filled out by 163 BMT NUKAS customers. The results showed that electronic service quality had no significant effect on customer commitment (p = 0.138), while relational marketing also had no effect on customer commitment. However, relational marketing had an effect on customer loyalty (p = 0.016), as did e-service quality (p = 0.027). Customer loyalty is also influenced by customer commitment with p = 0.000. However, e-service quality does not directly influence customer loyalty through the mediation of customer commitment (p = 0.180), while relational marketing has a significant influence on customer loyalty through the mediation of customer commitment (p = 0.000). These findings indicate that BMT NUKAS needs to strengthen relationships with customers to build trust and effective communication to increase customer loyalty. In addition, improvements in e-services, including ease of use, transaction security, and responsiveness to customer complaints, are important factors in creating sustainable customer loyalty.
Dinamika Keputusan Investasi UMKM di Tengah Ketidakpastian Ekonomi: Studi Kualitatif pada Sektor Kuliner Nadifah, Nurul Ahillatun
Genius: Jurnal Ekonomi Dan Manajemen Vol. 1 No. 01 (2024): Ekonomi dan Manajemen
Publisher : https://journal.metanusantara.com/jenius/index.php/jem

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.020225/rd5hnp98

Abstract

Micro, Small, and Medium Enterprises (MSMEs) play a strategic role in the Indonesian economy, especially in the culinary sector, which is experiencing rapid growth. However, the dynamics of economic uncertainty due to the global crisis, inflation, and changes in macroeconomic policies pose great challenges in making investment decisions for MSME players. This study aims to analyse the factors that influence investment decisions of MSMEs in the culinary sector in the face of economic uncertainty. This research uses a qualitative approach with a case study method on several culinary MSMEs in Indonesia. Data were collected through in-depth interviews with business owners and direct observation, then analysed using thematic analysis techniques. The results show that MSMEs' investment decisions are influenced by internal factors, such as capital, business strategy, and managerial skills, as well as external factors, such as government policies, market conditions, and access to digital technology. In situations of economic uncertainty, MSMEs tend to implement more flexible investment strategies, such as product diversification, cost efficiency, and marketing digitalisation. This research enriches the literature on MSME investment by highlighting the importance of business strategy adaptation in the face of economic uncertainty. The results also provide recommendations for the government and stakeholders to design policies that support the sustainability of MSMEs in the culinary sector.
Co-Authors Nurwijayanti