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All Journal Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) IIJSE
Imam Suryono
Universitas 17 Agustus 1945 Jakarta, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Pengaruh Servicescape dan Customer Experience terhadap Kepuasan Nasabah dengan Trust Level Bank Negara Indonesia sebagai Pemoderasi Novia Aldina; Imam Suryono; Ari Soeti Yani
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 6 No. 6 (2025): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Oktober-November 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v6i6.6140

Abstract

Penelitian ini di latar belakangi karena adanya kekurangan dalam memahami pengertian dari Servicescape dan Customer Experience sebagai peran disetiap perusahaan seperti bank yang memiliki banyak pengunjung yang datang. Tujuan penelitian ini untuk melihat Pengaruh Servicescape dan Customer Experience terhadap kepuasan nasabah yang di moderasi oleh Trust Level Bank Negara Indonesia. Sampel yang digunakan sebanyak 150 responden nasabah bank BNI. Software yang digunakan pada penelitian ini ialah SmartPLS (Partial Least Square). Hasil penelitian ini pertama, menunjukkan bahwa servicescape berpengaruh signifikan terhadap kepuasan nasabah, hipotesis diterima. Kedua, customer experience berpengaruh signifikan terhadap kepuasan nasabah dengan ini artinya hipotesis diterima. Ketiga, Trust level dinyatakan berpengaruh signifikan terhadap kepuasan nasabah  berpengaruh signifikan, hipotesis diterima. Keempat, Trust level memperkuat hubungan antara servicescape terhadap kepuasan nasabah berpengaruh secara signifikan, hipotesis diterima. Kelima, Trust level berpengaruh positif dengan customer experience terhadap kepuasan nasabah memiliki pengaruh yang signifikan, hipotesis diterima. Penelitian ini dapat memberikan pengetahuan untuk para nasabah perusahaan tepatnya untuk bertambah wawasan agar menambah kesan pengalaman nasabahnya.
The Influence of Transformational Communication, Compensation, and Work Environment on the Performance of Employees of PT. Bintang Surya Sejati Sukses Jakarta Imam Suryono; Iggit Sulawati
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.9872

Abstract

This study analyzes the influence of transformational communication, compensation, and work environment on employee performance at PT Bintang Surya Sejati Sukses Jakarta, both partially and simultaneously. Employee performance is a strategic factor in increasing the competitiveness of manufacturing companies amid global demands. This study uses a quantitative approach with a causal associative method. The sample consisted of 120 respondents, who were selected through purposive sampling from employees with a minimum working period of five years. Data was collected using Likert scale questionnaires, literature reviews, and company documents. The analysis was carried out through validity, reliability, and multiple linear regression tests using SPSS 26. The results showed that transformational communication had a positive and significant influence on employee performance, while compensation and work environment had no partial significant influence. However, these three variables simultaneously have a significant influence on performance. These findings confirm the dominant role of transformational communication in improving employee motivation, clarity of goals, and work commitment.
Co-Authors Ari Soeti Yani Iggit Sulawati Novia Aldina