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All Journal Innovative: Journal Of Social Science Research Jurnal Publikasi Ekonomi dan Akuntansi
Maulidani, Yurdi
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Public Health Other

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Pengaruh Kualitas Jasa Pelayanan E-Ktp Terhadap Kepuasan Masyarakat di Kelurahan Bandara Kota Samarinda Mihani, Mihani; Saiful, Saiful; Maulidani, Yurdi
Innovative: Journal Of Social Science Research Vol. 5 No. 4 (2025): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v5i4.20696

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui tanggapan masyarakat mengenai kualitas jasa pelayanan Kelurahan Bandara Kota Samarinda. Untuk mengetahui harapan masyarakat mengenai jasa pelayanan E KTP di Kelurahan Bandara Kota Samarinda. Untuk mengetahui besarnya pengaruh kualitas jasa pelayanan Kelurahan Bandara Kota Samarinda terhadap kepuasan masyarakat dalam penerbitan surat rekomendasi. Berdasarkan hasil analisa Koefisien Korelasi Rank Spearman yang ditujukan untuk mengetahui pengaruh kualitas jasa pelayanan Kelurahan Bandara Samarinda terhadap kepuasan masyarakat menunjukan bahwa terdapat hubungan yang kuat. Hal ini dapat dilihat dari nilai rs sebesar 0.742 (positif) dengan tingkat interprestasi koefisien korelasi. Sedangkan berdasarkan analisis uji hipotesis dengan menggunakan distribusi t, diperoleh hasil thitung > ttabel = 5.855 > 1.701, dengan demikian kita dapat menolak Ho dan menerima Ha, berarti kualitas pelayanan yang baik mempunyai hubungan positif dengan kepuasan konsumen. Dengan hasil koefisien determinasi sebesar 55.06%, dapat disimpulkan bahwa kepuasan masyarakat dipengaruhi oleh kualitas jasa pelayanan sebesar 55.06%. Sedangkan sisanya yaitu sebesar 44.94% dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini.
Kepuasan Konsumen dan Positif Ewom di Tiktok Shop: Menguji Peran Pengakuan Sosial dan Pengalaman Emosional Saiful, Saiful; Santoso, Bejo; Maulidani, Yurdi; Romadloni, Mohammad; Hakim, Reza Luqman
Jurnal Publikasi Ekonomi dan Akuntansi Vol. 6 No. 1 (2026): Januari: Jurnal Publikasi Ekonomi dan Akuntansi
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/jupea.v6i1.5288

Abstract

This study aims to analyse the influence of customer satisfaction on the decision to engage in positive electronic word of mouth (eWOM) on TikTok Shop, while considering the moderating role of emotional experience and social recognition. The research method employed is Partial Least Squares–Structural Equation Modelling (PLS-SEM), based on a survey of 100 TikTok Shop users who had made at least two purchases and previously provided reviews. This approach was chosen because it enables testing of complex relationships between latent variables in consumer behaviour studies. The findings indicate that customer satisfaction alone does not exert a significant effect on the decision to post positive reviews on TikTok Shop. However, when moderated by emotional experience, the relationship between satisfaction and the decision to provide positive reviews becomes significant. This shows that consumers are more motivated to share favourable experiences when they feel emotionally connected to the purchasing process. By contrast, social recognition does not enhance the link between satisfaction and the decision to engage in positive eWOM, suggesting that the desire for acknowledgement from others is not always a decisive factor. These results highlight the importance of emotional factors in shaping consumer behaviour within social commerce platforms. While satisfaction provides a rational basis for evaluation, emotions act as a key driver that converts satisfaction into active sharing behaviour. Theoretically, this study expands the understanding of eWOM dynamics in the context of video-based social commerce. Practically, the findings emphasise the need for businesses to design strategies that not only ensure customer satisfaction but also create emotionally engaging experiences capable of stimulating deeper consumer involvement and voluntary advocacy.
Co-Authors Hakim, Reza Luqman M. Yogi Riyantama Isjoni Mega Fatimah Rosana Mihani, Mihani Riduansah , Riduansah riduansah, riduansah Romadloni, Mohammad Saiful , Saiful Santoso, Bejo