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All Journal Journal of Entrepreneurship & Business Studi Ilmu Manajemen dan Organisasi
Lie, Jessica
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Role of Omni-Channel Integration Quality and Perceived Value in Shaping Customer Satisfaction and Loyalty in BCA Basic Banking Services Lie, Jessica; Yulika Rosita Agrippina
Journal of Entrepreneurship & Business Vol. 6 No. 2 (2025): Journal of Entrepreneurship and Business (June)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jeb.v6i2.7340

Abstract

Purpose: This study aims to examine the impact of omni-channel integration quality and omni-channel perceived value on customer satisfaction, customer satisfaction on customer loyalty, and the mediation of customer satisfaction between omni channel integration quality and omni-channel perceived value to customer loyalty in the context of basic banking services (BBS). BCA offer BBS that is essential for customers. Method: There are 143 respondents, who live in Surabaya, aged above 17 years old, who have used a minimum of two out of four of these BCA channels: ATM BCA, KlikBCA, BCA mobile, and myBCA, and who have used three basic banking services, namely money transfer, checking account balances, and bill payments in the last three months. The data collected using questionnaire, Google Form. Next, it was processed using Smart PLS and analyzed through the Structural Equation Model (SEM) method. Result: The finding of this research proved omni-channel integration quality has a positive and significant impact on omni-channel perceived value, omni-channel integration quality has positive and significant impact on customer satisfaction, omni-channel perceived value has positive and significant impact on customer satisfaction , customer satisfaction mediate the relationship between omni-channel integration quality and customer loyalty, and customer satisfaction mediates omni channel perceived value to customer loyalty.
Property Company Condition in IKN Phenomenon Using Bankruptcy Models Karnalim, Teofilus; Narayana, I Gusti Ngurah Agung Arya Bhakta; Gracesttela, Christoffel Jehezkiel; Sucipto, Eriko; Lie, Jessica
Studi Ilmu Manajemen dan Organisasi Vol. 6 No. 2 (2025): Juli
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/simo.v6i2.4366

Abstract

Purpose: Amid the significant shift of the capital city relocation to IKN, it is essential to determine whether property companies are navigating within a zone of financial distress or maintaining a position of financial stability and safety. Methodology/approach: The researcher uses the Altman Z-Score, Springate, Ohlson, and Zmijewski models to determine the condition of property companies, whether they are in the distress zone or the safe zone. Results/findings: This study shows that in 2019 - 2023 there are 3 company on distress zone, 4 company on gray zone, 68 company on Safe zone using Altman Z-Score, for Springate there are 49 in distress zone and 22 in safe zone, for Ohlson 28 in distress zone and 47 in safe zone, for Zmijewski there are 1 in Distress Zone and 74 in safe zone. Conclusion: The study finds that most companies are classified as financially safe by the Altman and Zmijewski models, while the Springate and Ohlson models identify more companies in distress, especially during 2020–2021. Limitations: This study is limited to property companies, and only the condition is considered. The accuracy of the four bankruptcy models, namely, the Altman Z-score, Springate, Ohlson, and Zmijewski models, is not measured. Contribution: This study contributes to those who need to see the company property condition, whether the company is in financial distress or not. It is hoped that this study will help others, whether researchers or civilians, to understand the condition of property companies.
Co-Authors Gracesttela, Christoffel Jehezkiel Karnalim, Teofilus Narayana, I Gusti Ngurah Agung Arya Bhakta Sucipto, Eriko Yulika Rosita Agrippina