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All Journal Studi Akuntansi, Keuangan, dan Manajemen Jurnal Projemen UNIPA
Yohanes Mbani
Universitas Nusa Nipa Maumere, Nusa Tenggara Timur, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Layanan, Citra Perusahaan Dan Penanganan Keluhan Terhadap Loyalitas Dengan Kepuasan Sebagai Intervening Pada Nasabah Bank NTT Cabang Maumere Odang, Laura Maria Jeanne; Yohanes Mbani
Jurnal Projemen UNIPA Vol 13 No 1 (2026): Januari: Jurnal Projemen UNIPA
Publisher : Universitas Nusa Nipa Maumere

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59603/projemen.v13i1.1206

Abstract

This study aims to test and analyze the effect of service quality, corporate image and complaint handling on satisfaction. As well as to test and analyze Service Quality on Loyalty with Satisfaction as Intervening for Customers of Bank NTT Maumere Branch. This research is a type of explanatory research with a quantitative approach. The sample population is 220 customers of Bank NTT Maumere Branch. The sampling technique in this study was purposive sampling. The data analysis technique uses the Partial Least Square (PLS) approach with variance based SEM using PLS 4.01 smart tools. The results of the analysis can be concluded that Service Quality, Corporate Image and Complaint Handling have a significant effect on Customer Satisfaction of Bank NTT Maumere Branch; and Satisfaction has a significant effect on Customer Loyalty; and Service Quality, Corporate Image and Complaint Handling have a significant effect on Customer Loyalty through Customer Satisfaction of Bank NTT Maumere Branch.
Tourism Destination Experience and Local Wisdom as Drivers of Electronic Word of Mouth: The Mediating Role of Tourist Satisfaction in Kabupaten Sikka. Yoseph Darius Purnama Rangga; Yosef Tonce; Nunsio Handrian Meylano; Laura Maria Jeanne Odang; Antonius Philipus Kurniawan Gheta; Yohanes Mbani
Studi Akuntansi, Keuangan, dan Manajemen Vol 6 No 1 (2026): July
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/sakman.v6i1.6397

Abstract

Purpose: This study examines the influence of tourism destination experience and local wisdom on tourists’ Electronic Word-of-Mouth (E-WOM), with tourist satisfaction as a mediating variable. Methodology: Grounded in Expectancy Disconfirmation Theory, this study employed a quantitative approach using a survey of 210 repeat visitors to tourist destinations in Sikka District, Nusa Tenggara Timur, Indonesia. Data were collected using structured questionnaires and analyzed to test the relationships among the variables. Results: The findings indicate that tourism destination experience and local wisdom do not significantly directly affect E-WOM. However, tourist satisfaction has a significantly positive effect on E-WOM. Additionally, both tourism destination experiences and local wisdom significantly influence tourist satisfaction. Mediation analysis showed that tourist satisfaction fully mediated the relationship between tourism destination experience and E-WOM, as well as between local wisdom and E-WOM. Conclusions: Tourist satisfaction plays a crucial role as a mediating mechanism linking tourism experiences and local cultural values to tourists’ willingness to share their experiences online. Limitations: This study is limited by a sample dominated by young domestic tourists and the use of a cross-sectional research design. Contributions: This study contributes to the tourism marketing literature by highlighting the mediating role of satisfaction and providing practical insights for enhancing digital promotion strategies through E-WOM.
Co-Authors Antonius Philipus Kurniawan Gheta Laura Maria Jeanne Odang Nunsio Handrian Meylano Odang, Laura Maria Jeanne Yosef Tonce Yoseph Darius Purnama Rangga