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All Journal Equilibrium: Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi EKUITAS (Jurnal Ekonomi dan Keuangan)
Susanto, Stefhani
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Economics, Econometrics & Finance

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BERTOLAK DARI PENGALAMAN MENUJU KESETIAAN: KEPUASAN PELANGGAN SEBAGAI JEMBATAN PENGHUBUNG FAKTOR PADA INDUSTRI JARINGAN TELEKOMUNIKASI Cuandra, Fendy; Tan, Charles; Putra, Edy Yulianto; Purwianti, Lily; Susanto, Stefhani
Equilibrium : Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi Vol 14, No 2 (2025): September
Publisher : Lembaga Penerbitan dan Publikasi Ilmiah (LPPI) Universitas Muhammadiyah Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35906/equili.v14i2.2467

Abstract

ABSTRAKPerkembangan teknologi di Indonesia memaksakan perusahaan penyedia layanan internet untuk beradaptasi agar tetap kompetitif. Penelitian ini bertujuan untuk meneliti pengaruh dari faktor-faktor seperti kepercayaan, kualitas layanan, kualitas produk, pengalaman dan citra merek terhadap kesetian pelanggan dan kepuasan pelanggan sebagai mediasi. Data dikumpulkan melalui kuesioner yang diisi oleh 300 responden pengguna layanan internet di kota batam, dan dianalisis menggunakan metode Structural Equation Modeling (SEM) melalui program SmartPLS 3.0. Secara keseluruhan, studi ini menekan pentingnya kepuasan pelanggan dalam meningkatkan loyalitas pelanggan guna untuk memperkuat strategi dalam persaingan antar perusahaan.ABSTRACTThe development of technology in Indonesia forces internet service provider companies to adapt to remain competitive. This study aims to examine the influence of factors such as trust, service quality, product quality, experience, and brand image on customer loyalty, with customer satisfaction as a mediating variable. Data was collected through a questionnaire filled out by 300 internet service users in Batam City and analyzed using the Structural Equation Modeling (SEM) method through the SmartPLS 3.0 program. Overall, this study emphasizes the importance of customer satisfaction in enhancing customer loyalty to strengthen strategies in the competition among companies.
RATIONAL CHOICE THEORY: GREEN BANKING PRACTICES FOCUSED Cuandra, Fendy; Jones, Ivan; Candy; Yudhaputri, Egabetha Amirah; Susanto, Stefhani
EKUITAS (Jurnal Ekonomi dan Keuangan) Vol 9 No 2 (2025): June
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya(STIESIA) Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24034/j25485024.y2025.v9.i2.7169

Abstract

Banks as economic drivers in their own country have a high influence on encouraging environmentally friendly practices. It is due to the increasing damage to the environment in Indonesia. Before the 2010s, banks did not have enough awareness to carry out environmentally friendly practices included in their operational activities. In Indonesia, the government started to enforce green banking rules in 2012. Indonesia initiated green banking practices, which reached their peak in 2020 during the COVID-19 pandemic. This study examines whether customers have understood the growth of green banking practices in Indonesia, the effects of banks' environmentally friendly practices on the loyalty of commercial bank customers, and whether awareness and knowledge of banks' green practices will have an impact on loyalty towards banks. This study examines the importance of implementing green banking due to the increasing awareness and high level of customer knowledge about the environment. This research is the first to be conducted in Batam City, examining green banking through the lens of the grand theory of rational choice. The rational choice theory will serve as the novelty for this research. Also, the green trust variable mediating green banking awareness and green banking knowledge affecting green banking loyalty will serve as the novelty of this research.
Co-Authors Candy, Candy Cuandra, Fendy Jones, Ivan Lily Purwianti Putra, Edy Yulianto Tan, Charles Yudhaputri, Egabetha Amirah