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All Journal Equilibrium: Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi EKUITAS (Jurnal Ekonomi dan Keuangan) BALANCE: Economic, Business, Management and Accounting Journal Jurnal Ekuilnomi
Susanto, Stefhani
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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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.
Revolusi Kinerja Bisnis di Era Digital: Menggali Kekuatan Kemampuan Bisnis Digital Cuandra, Fendy; Kartika Dewi, Jenny; Purwianti, Lily; Yulianto Putra, Edy; Susanto, Stefhani
Jurnal Ekuilnomi Vol. 8 No. 1 (2026): Ekuilnomi Vol 8(1), Feb 2026
Publisher : Program Studi Ekonomi Pembangunan Fakultas Ekononomi Universitas Simalungun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36985/30rhx821

Abstract

Pertumbuhan bisnis digital yang pesat khususnya di kawasan urban seperti Kota Batam, mendorong perlunya pemahaman mendalam terhadap kemampuan teknologi yang berperan dalam meningkatkan kinerja bisnis secara keseluruhan. Penelitian ini bertujuan untuk menganalisis berbagai faktor yang memengaruhi kinerja bisnis digital di Batam dengan menempatkan kinerja produk sebagai variabel mediasi dalam model penelitian. Subjek yang digunakan dalam penelitian ini yaitu pemilik usaha berbasis digital yang menjalankan usahanya di Kota Batam. Data diperoleh dari 445 responden melalui penyebaran kuesioner secara online menggunakan media sosial. Penelitian ini menggunakan metode pengambilan sampel yaitu purposive sampling serta analisis data menggunakan Smart PLS. Temuan penelitian ini mengindikasikan bahwa seluruh hubungan dalam model yang diajukan memiliki pengaruh positif dan signifikan terhadap kinerja bisnis
Exploring the Determinants of Customer Loyalty: Insights from Retail Companies Cuandra, Fendy; Carolyn, Cory; Purwianti, Lily; Yulianto Putra, Edy; Susanto, Stefhani
BALANCE: Economic, Business, Management and Accounting Journal Vol 23 No 1 (2026): Januari
Publisher : UMSurabaya Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/blc.v23i1.30448

Abstract

This study used PLS (Partial Least Squares) to examine and understand the factors that support and hinder e-customer loyalty on e-commerce websites. Research data was collected through a survey of 300 individuals who are actual consumers of e-commerce websites. The results of the PLS data analysis indicate that e-service quality has a significant positive influence on e-service satisfaction and e-service trust. It was also found that e-brand image has a strong positive influence on e-service satisfaction, e-service trust, and e-customer loyalty. Furthermore, it was determined that e-service satisfaction positively affects e-customer loyalty, whereas e-service trust does not. This study also shows that the overall quality of e-service, mediated by e-service satisfaction and e-service trust, has a substantial impact on e-customer loyalty, but the mediation path of e-service trust does not produce significant results. The conclusion that can be drawn is that to increase customer loyalty, e-commerce companies need to place more emphasis on improving service quality and good brand image, as well as paying attention to customer satisfaction. The recommendation is that companies should simultaneously strengthen service quality and brand image and prioritize these factors.
Co-Authors Candy, Candy Carolyn, Cory Cuandra, Fendy Jones, Ivan Kartika Dewi, Jenny Lily Purwianti Putra, Edy Yulianto Tan, Charles Yudhaputri, Egabetha Amirah