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Kembuan, Indah
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Technology Adoption and Competitive Advantage: The Role of Digital Payments in Tourism MSME Performance Arina, Kristi; Lintong, Elsje; Korua, Sammy; Kampilong, Joni Kutu'; Salasa, Afriti; Kembuan, Indah
SOSIOEDUKASI Vol 14 No 4 (2025): SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL
Publisher : Fakultas Keguruan Dan Ilmu Pendidikan Universaitas PGRI Banyuwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36526/sosioedukasi.v14i4.6427

Abstract

This study investigates the impact of the digital payment adoption on the business performance of the tourism micro, small, and medium enterprises (MSMEs) in the Likupang Special Economic Zone of Indonesia. Using a combination of the Technology Acceptance Model, the Resource-Based View, Dynamic Capability Theory, and Institutional Theory, the study examines survey data from 284 MSMEs and 18 stakeholder interviews. Results show that perceived usefulness and ease of use are essential factors for adoption. In addition, the greater the adoption of digital payments within the organization, the stronger the organizational capabilities (β = 0.41), which positively affect competitive advantage (β = 0.38) and, subsequently, business performance (β = 0.33). Network reliability, transparent merchant discount rates, and successful onboarding are institutional facilitators that significantly moderate the adoption-performance relationship (β = 0.12, p = 0.009). Sub-sectoral analysis reveals that accommodation and food and beverage have the highest transaction intensity and service integration, enabling substantial benefits, whereas transformations in transport and retail are minimal. The study shows that the strategic value of digital payments can be generated only if they are part of dynamic capacity-building processes and underpinned by facilitating institutional conditions. These understandings refute simplistic assumptions that adoption equals performance and emphasize the necessity of digital inclusion policies that are more tailored and ecosystem-sensitive in emerging tourist economies
BPJS SERVICE QUALITY AND PATIENT SATISFACTION: A MIXED-METHODS STUDY IN INDONESIAN PUBLIC HOSPITALS Rumambi, Ferdy; Mekel, Peggy; Kampilong, Joni Kutu'; Pangkey, Deisy; Kembuan, Indah; Mokat, Gloria
SOSIOEDUKASI Vol 14 No 4 (2025): SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL
Publisher : Fakultas Keguruan Dan Ilmu Pendidikan Universaitas PGRI Banyuwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36526/sosioedukasi.v14i4.6480

Abstract

In Indonesia, the National Health Insurance (BPJS Kesehatan) has successfully facilitated access to healthcare, despite fluctuations in people's satisfaction with public hospitals. It is essential because services must be continually improved and maintained at a high standard to identify the most critical quality dimensions. We aim to investigate how these dimensions of service quality impact the level of satisfaction among BPJS patients in a qualitative setting. Our research approach was a combination method. We asked 188 BPJS patients questions regarding Tangibles, Reliability, Responsiveness, Assurance and Empathy. We used semi-structured interviews with 24 respondents to investigate their experience. Responsiveness (β = 0.312; p<0.001), assurance (β = 0.287; p<0.001) and empathy (β = 0.241; p<0.01) were significant predictors of satisfaction (R2 = 0.684; F = 162.37; p<0.001). The physical side was not very good, and its reliability was also subpar. Interviews revealed that participants were concerned with waiting times, the way the staff treated them and perceived a difference in the treatment of BPJS patients and non-BPJS patients. The attitudes and empathy of BPJS staff toward patients are the most influential factors in determining the level of satisfaction among BPJS patients. Hospitals should be taught how to communicate effectively, manage queues and appointments in real-time, and enhance service quality. Payers and managers at BPJS could include these items in contracts, compensate for performance, require total reporting on waiting and experience, and advocate for triage and staffing that minimize waiting times
Co-Authors Arina, Kristi Elsje Hanna Lintong Joni Kutu Kampilong Korua, Sammy Mokat, Gloria Pangkey, Deisy Peggy Adeline Mekel Rumambi, Ferdy Salasa, Afriti