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All Journal Patria Artha Management Journal JEMMA | Journal of Economic, Management and Accounting Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Indonesian Journal of Engagement, Community Services, Empowerment and Development (IJECSED) Golden Ratio of Mapping Idea and Literature Format Jurnal Manajemen Perbankan Keuangan Nitro Journal of Business, Technology, & Social Science Jurnal Manajemen dan Ekonomi Terapan Jurnal Pengabdian Masyarakat dan Riset Pendidikan Advances in Management & Financial Reporting Advances in Human Resource Management Research
Baharuddin, Megawaty Ceskakusumadewi
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Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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Driving Customer Loyalty in Digital Banking: The Strategic Role of Digital Marketing, Service Quality, and Customer Experience Ega Susanto, Setya; Maricar, Rezvanny; Baharuddin, Ceskakusumadewi; Panus, Panus; Sasmita, Halida
Jurnal Manajemen Perbankan Keuangan Nitro Vol. 2 No. 1 (2026): Special Volume for International Collaboration ASEAN Countries
Publisher : LP2M IBK Nitro

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The rapid development of digital technology has significantly transformed the banking industry, compelling banks to adopt integrated digital marketing strategies to remain competitive and enhance customer relationships. This study aims to examine the influence of digital marketing strategy on customer loyalty in the banking industry by incorporating digital service quality, customer experience, and customer satisfaction into a comprehensive structural model. A quantitative research design was employed using a cross-sectional survey of 250 digital banking users who had actively utilized mobile or internet banking services for at least six months. Data were collected through a structured questionnaire using a five-point Likert scale and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that digital marketing strategy has a significant positive effect on digital service quality and customer experience. Digital service quality significantly influences customer satisfaction and customer loyalty, while customer satisfaction and customer experience both positively affect customer loyalty. Furthermore, mediation analysis reveals that customer satisfaction partially mediates the relationship between digital service quality and customer loyalty, and customer experience partially mediates the relationship between digital marketing strategy and customer loyalty. The model demonstrates substantial explanatory power, with digital marketing-related constructs explaining a significant proportion of variance in customer loyalty. The findings suggest that digital marketing strategy functions not merely as a promotional tool but as an integrated system that enhances service performance, personalization, and customer engagement. By effectively managing digital touchpoints, CRM systems, and service quality dimensions, banks can strengthen customer satisfaction and foster long-term loyalty. This study contributes to the literature by extending traditional service quality and satisfaction–loyalty frameworks into the digital banking context and offers practical implications for banks seeking sustainable competitive advantage in the era of digital transformation.
Work-Life Balance on Performance of Career Women: Mediated by Family Support Mariana, Lina; Baharuddin, Ceskakusumadewi; Panus, Panus
Advances in Human Resource Management Research Vol. 4 No. 1 (2026): October - January
Publisher : Yayasan Pendidikan Bukhari Dwi Muslim

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60079/ahrmr.v4i1.731

Abstract

Purpose: This study aims to analyze the effect of work-life balance on the performance of career women and assess the role of family support as a mediating variable. This study seeks to provide empirical insight into how family and life role management affect the professional performance of women working in a police environment. Research Method: This study employs a quantitative approach, with primary data collected via questionnaires. The research sample comprised 25 female police officers and civil servants, selected using a total sampling technique. Data analysis was performed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the direct and mediating effects of family support. Results and Discussion: The study indicates that work-life balance has a positive and significant effect on the performance of career women. In addition, family support has been proven to mediate this relationship, so that work-life balance supported by the family environment can strengthen the performance of female police officers in carrying out their official duties. Implications: This study contributes to the development of human resource management policies in police institutions, particularly regarding programs that support members' welfare and strengthen families' roles in supporting the performance of female personnel.
Work Environment and Work Motivation on Employee Performance Baharuddin, Ceskakusumadewi
Advances in Human Resource Management Research Vol. 3 No. 3 (2025): June - September
Publisher : Yayasan Pendidikan Bukhari Dwi Muslim

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60079/ahrmr.v3i3.742

Abstract

Purpose: This study aims to analyze the effects of the work environment and work motivation on employee performance at the Makassar City Transportation Agency, both individually and collectively, as a basis for strengthening human resource management in the public service sector. Research Design and Methodology: This study employs a quantitative, causal design. The study population and sample consist of 92 employees of the Makassar City Transportation Agency, selected using a saturation sampling technique. Data were collected using a questionnaire. Data analysis employed the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach using the SmartPLS software. The evaluation stages included the measurement model (outer model), structural model fit (inner model), and hypothesis testing via the bootstrapping procedure. Findings and Discussion: The results of the study indicate that the work environment and work motivation have a positive and significant effect on employee performance, both individually and collectively. These findings confirm that the interaction between a conducive work environment and strong work motivation shapes civil servant performance. Implications: This study suggests that improving employee performance requires enhancing both the physical and psychosocial aspects of the work environment, as well as strengthening a sustainable system of work motivation to foster greater professionalism among civil servants.
Co-Authors A. Dwie Mochammad Abduh Al Kausar Al Kausar Aminuddin Hamdat Ar, Dhita Pratiwi Bahar Sinring Baottong, Mozes Haryanto Ega Susanto, Setya Hamdat, Aminuddin Ibrahim Bazergan Kamase, Jeni Krisnanto, Budhi Lina - Mariana, Lina - Liutfi, Anugrah Madrianah Maricar, Rezvanny Megawaty MUHAMMAD RIZAL Mujahid Mujahid, Mujahid Murdin Muchsidin Musdalifah Musdalifah Ningsih, Suryana Nurfadilah Panus, Panus Pratiwi AR, Dhita Roslina Alam Rosnaini Daga Salam, Karta Negara Sari M, Fitri Indah Sasmita, Halida Sujatmiko Sujatmiko Sulkipli Verawaty Verawaty