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All Journal Al-Kharaj: Journal of Islamic Economic and Business Sigma : Journal of Economic and Business
Dzulfikri Azis Muthalib
Universitas Halu Oleo
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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PENGARUH PENANGANAN KOMPLAIN DAN SOSIAL BONDING TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG UTAMA KENDARI Dzulfikri Azis Muthalib
Sigma: Journal of Economic and Business Vol 8 No 1 (2025): Sigma : Journal of Economic and Business
Publisher : STIE ENAM ENAM KENDARI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60009/8yzx1z79

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh penanganan keluhan dan ikatan sosial terhadap kepuasan nasabah pada Bank Sultra Cabang Utama Kendari. Penelitian ini menggunakan metode kuantitatif dengan analisis regresi linier berganda untuk menguji hubungan antar variabel. Data dikumpulkan melalui survei dengan menggunakan kuesioner yang dibagikan kepada 75 nasabah aktif Bank Sultra Cabang Utama Kendari yang pernah menyampaikan keluhan. Hasil penelitian menunjukkan bahwa penanganan keluhan berpengaruh positif dan signifikan terhadap kepuasan nasabah, yang berarti semakin cepat dan tepat keluhan nasabah ditangani, maka tingkat kepuasan mereka akan semakin tinggi. Selain itu, ikatan sosial juga berpengaruh positif dan signifikan terhadap kepuasan nasabah. Kedekatan emosional dan hubungan sosial yang baik antara karyawan bank dan nasabah dapat meningkatkan kepuasan nasabah. Secara keseluruhan, penelitian ini menunjukkan bahwa penanganan keluhan yang baik dan ikatan sosial yang kuat secara simultan dapat meningkatkan kepuasan nasabah. Implikasi dari temuan ini adalah Bank Sultra perlu lebih meningkatkan kompetensi dalam menangani keluhan dan memperkuat hubungan sosial dengan nasabah untuk mencapai tingkat kepuasan yang lebih tinggi.
Examining Value Co-Creation as Moderator in Brand Image and Loyalty Relationship in Halal Cosmetics conny; Juharsah; Dzulfikri Azis Muthalib; Harmiaty Bahar
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i2.9978

Abstract

This study examines the influence of customer experience and value co-creation on customer loyalty, with brand image as a mediating and moderating variable. It hypothesizes that both factors positively affect loyalty directly and indirectly through brand image. Methods: A quantitative survey was conducted with 350 Wardah cosmetic users selected through purposive sampling. Data were collected via an online questionnaire using a 5-point Likert scale. Variables include customer experience, value co-creation, brand image, and customer loyalty. Data were analyzed using PLS-SEM with SmartPLS. Results: Findings show that customer experience significantly influences brand image, and brand image significantly affects customer loyalty. Value co-creation also has a direct positive effect on customer loyalty. Brand image mediates the relationship between customer experience and customer loyalty and moderates the effect of value co-creation on customer loyalty by strengthening it. ImplicationsCompanies should enhance customer experience and promote value co-creation to strengthen brand image and loyalty. Future research should apply longitudinal designs and include additional variables to improve generalizability and deepen insights into customer behavior dynamics
Co-Authors conny Harmiaty Bahar Juharsah