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Wita Juwita Ermawati
Institut Pertanian Bogor, Bogor, Indonesia
Economics, Econometrics & Finance

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Analysis of Service Quality and Customer Satisfaction Among Maxim Online Transportation Service Users in Jabodetabek Using Servqual Dimensions Annisa Nurawalia; Wita Juwita Ermawati; Mushtofa Mushtofa
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.7807

Abstract

This study aims to analyze the influence of SERVQUAL dimensions and price on customer satisfaction among users of Maxim's online transportation services in the Greater Jakarta area (Jabodetabek). The results indicate that the dimensions of assurance, reliability, and responsiveness have a positive and significant impact on perceived service quality. In contrast, empathy and tangibles do not show significant influence. Additionally, price has a positive and significant effect on customer satisfaction, while overall perceived service quality does not significantly affect satisfaction. These findings suggest that users prioritize reliability, responsiveness, and competitive pricing over physical facilities or personal attention. The implications of this research offer guidance for online transportation companies to focus service improvement strategies on the aspects that most strongly drive customer satisfaction and loyalty.
The Effect of Non-Performing Loan (NPL), Capital Adequacy Ratio (CAR) & Loan To Deposit Ratio (LDR) on Return on Assets (ROA) (Case Study: Government-Owned National Banks) Helmy Assegaff; Wita Juwita Ermawati; Alim Setiawan Slamet
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.8376

Abstract

This study aims to analyze the influence of Non-Performing Loans (NPL), Capital Adequacy Ratio (CAR), and Loan to Deposit Ratio (LDR) on Return on Assets (ROA) in state-owned conventional commercial banks during the 2019–2023 period. The research employs multiple linear regression analysis using SPSS 25. The sample consists of four state-owned conventional commercial banks. The F-test results indicate that NPL, CAR, and LDR simultaneously have a significant effect on ROA, with an F-value of 21.925 and a significance level of 0.000. Partially, only the NPL variable has a significant effect on ROA, as shown by a t-value of -5.312 and a significance level of 0.000. Meanwhile, the CAR and LDR variables do not have a significant effect on ROA, with significance values of 0.318 and 0.961, respectively. Thus, it can be concluded that only NPL significantly affects the bank's profitability as measured by ROA.
Co-Authors Alim Setiawan Slamet Annisa Nurawalia Helmy Assegaff Mushtofa Mushtofa