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Procedia of Social Sciences and Humanities
Published by Universitas Muhammadiyah Sidoarjo
ISSN : -     EISSN : 27220672     DOI : https://doi.org/10.21070/pssh
Core Subject : Humanities, Science, Social,
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Social Sciences
PSSH is a peer-reviewed international journal. This statement clarifies ethical behaviour of all parties involved in the act of publishing an article in this journal, including the author, the chief editor, the Editorial Board, the peer-reviewer­­­­­ and the publisher (Universitas Muhammadiyah Sidoarjo). This statement is based on COPE’s Best Practice Guidelines for Journal Editors.
Arjuna Subject : Seni dan Humaniora - Seni dan Humaniora (Lain-Lain)
Articles 753 Documents
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Implementation of Digitalization of Banking Services in Improving Customer Satisfaction: Evidence from Bank BJB Bandung: Implementasi Digitalisasi Layanan Perbankan dalam Meningkatkan Kepuasan Nasabah: Bukti dari Bank BJB Bandung Amanda Wuwut Nabilla; Ardelina Rahmawati; Diana Kamila; Azmi Adibah; Mas Oetarjo
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/bvem0686

Abstract

General Background Rapid expansion in digital financial services drives commercial and regional development banks to accelerate technological investments to remain competitive. Specific Background Bank BJB Bandung Branch, a prominent regional bank in Indonesia, implements a digital ecosystem led by the DIGI Mobile platform to transition branch roles toward problem-solving and customer acquisition. Knowledge Gap However, empirical research exploring qualitative frontline perspectives on digital banking implementation and customer satisfaction within the unique institutional context of regional development banks remains limited. Aims This study investigates how digital banking implementation affects customer satisfaction, identifies key satisfaction determinants using an extended Technology Acceptance Model (TAM), and formulates field data-based strategic recommendations. Results Applying a qualitative descriptive single-case study approach via semi-structured interviews with operational staff, direct observation, and secondary data triangulation, findings reveal that perceived ease of use and perceived usefulness dominate customer satisfaction, while peak-hour system stability and onboarding barriers present critical vulnerabilities. Novelty This research highlights the pivotal role of transactional transparency, proactive digital security communication, and human customer support as vital mediating layers between technological capabilities and long-term user trust. Implications Strategic adherence to continuous security guidance, peak-load capacity optimization, and structured digital onboarding significantly enhances customer retention, digital literacy, and service delivery across regional banking institutions. Keywords : Digitalization, Customer Satisfaction, Mobile Banking, Regional Banks, Technology Acceptance Key Findings Highlights Perceived ease of use and perceived usefulness serve as the primary drivers of digital service adoption and satisfaction. Initial digital onboarding remains constrained by mandatory physical ATM activation requirements. System stability during peak transaction periods constitutes the most critical vulnerability for customer experiences.
Innovation and Networking as a Succession Strategy for the JNC Cookies Family Bussines: Inovasi Dan Networking sebagai Strategi Suksesi Family Bussines JNC Cookies Galih Putra Wardana; Aldy Yonanda; Feby Restu Rachmariandre; Aris Tri Saputra; Rifdah Abadiyah
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/0cw5ry33

Abstract

This study aims to analyze the family business succession strategy at JNC Cookies through the application of innovation and networking to ensure business sustainability. Family businesses play a vital role in the economy but often face challenges during the intergenerational leadership transition process. This study employs a descriptive qualitative method, using data collection techniques such as observation and in-depth interviews with the business owner, the next generation, and the management of JNC Cookies. The results indicate that product and marketing innovation are key factors in enhancing the company’s competitiveness. JNC Cookies drives innovation through the development of new flavor variants, attractive and eco-friendly packaging designs, and the use of digital media as a promotional tool. Furthermore, the network built with suppliers, resellers, distributors, and other business partners has proven effective in expanding the market and maintaining business stability. A succession strategy that actively involves the next generation also helps the company sustain the family business amid increasingly competitive conditions in the food industry. Thus, the combination of succession strategy, innovation, and networking is a critical factor in ensuring the long-term sustainability of JNC Cookies. Highlights: Developing novel flavor profiles and sustainable packaging guarantees market competitiveness. Establishing robust reseller ecosystems mitigates operational risks during leadership transitions. Active next-generation involvement synchronizes traditional values with modern digital promotions. Keywords: Leadership Transitions, Eco-Friendly Packaging,Distribution Ecosystems, Product Differentiation, Collaborative Partnerships
Consumer Interaction, Perception, and Decision: An Observational Study of Visitor Behavioral at Kopi Luwak Cikole: Interaksi, Persepsi, dan Keputusan Konsumen: Studi Observasi Perilaku Pengunjung di Kopi Luwak Cikole Cindy Berliana Febriyanti; Chintya Sari Monica Putri; Inggrit Putri Admadaraja Admadaraja; Nadine Marsha Zerlinda; Tofan Tri Nugroho
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/76bven83

Abstract

This study aims to analyze the impact of interactions and consumer perceptions on the purchasing decisions of visitors at Kopi Luwak Cikole, Bandung. The background of this research is due to the growing trend of coffee tourism and changes in people's lifestyles that make cafes a place for social gatherings as well as a recreational facility. The methodology used was a descriptive qualitative approach through direct observation, short interviews, and documentation. Research findings indicate that the way visitors interact with each other, communicate with staff, and engage on social media can contribute to a better shopping experience. Consumers' perceptions regarding the natural environment, the service provided, the taste offered, and the available facilities also influence their desire to buy coffee and revisit. Visitors not only evaluate the quality of the products, but also pay attention to the emotional experience as well as the comfort at the place. The combination of social interaction and positive perceptions has been proven to strengthen purchasing decisions. This study is expected to serve as a reference for café managers in improving services and marketing strategies that focus on consumer experience. Highlights: Active communication among visitors and staff generates positive emotional shopping experiences. Favorable evaluations of natural environments and educational facilities dictate buying choices. Integrated recreational concepts foster higher patron loyalty and subsequent revisit intentions. Keywords: Behavioral Dynamics, Emotional Engagement, Educational Facilities, Destination Management, Revisit Intentions
Implementation of the DIGI Application as a Digital Transformation in Improving Service Quality at Bank Bjb Bandung: Implementasi Aplikasi DIGI sebagai Transformasi Digital dalam Meningkatkan Kualitas Layanan pada Bank Bjb Bandung Amanda Dwi Rahma; Dina Nur Lavenia; Isnaini Faridatul Mukarromah; Rizky Eka Febriansah
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/66n91j37

Abstract

General Background The rapid advancement of information technology drives the global banking industry to undergo digital transformation to align with policy directives and meet increasingly digital-oriented customer demands. Specific Background Bank BJB Bandung, a major Indonesian regional development bank, has executed a strategic digital transformation by integrating all electronic banking services into the DIGI mobile platform across Android and iOS operating systems. Knowledge Gap However, empirical literature presents mixed findings regarding the impact of digital transformation on banking service quality, while qualitative evaluations of single-platform integration in regional banking operational contexts remain understudied. Aims This study investigates the practical operational implementation of the DIGI application at Bank BJB Bandung and evaluates its direct influence on multidimensional service quality. Results Utilizing a qualitative descriptive approach with structured observation, bank practitioner key informant insights, and source-technique triangulation, findings demonstrate that DIGI systematically enhances service efficiency, 24/7 accessibility, and multi-layered transaction security. Novelty This research highlights how hybrid banking models successfully synthesize legacy system features—such as bjb SMS—into a unified smart mobile ecosystem featuring advanced digital onboarding (E-KYC), voice text commands, and tailored services like civil servant loan disbursements. Implications A planned, structured digital transformation substantially elevates service quality dimensions and reinforces long-term customer trust in modern banking operations. Key Findings Highlights : Systematic marketing analytics capability serves as the foundational data infrastructure for understanding consumer needs. Verified brand trust functions as the vital mediating driver converting initial brand image interest into repeat purchases. Synchronized management of consumer data and quality consistency maximizes long-term buyer retention in food companies. Keywords : Digital transformation, DIGI Application, Service Quality, Mobile Banking, Bank Bjb
Cikole Lembang Coffee Marketing Communication Strategy to Attract Consumer Interest: Strategi Komunikasi Pemasaran Kopi Cikole Lembang dalam Menarik Minat Konsumen Putri Pratama Miftachul Julianti; Hawwa Zahrani; Rully Khoirul Azwar; Erma Agustiningsih; Lilik Indayani
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/jg97ck98

Abstract

General Background The rapid expansion of digital technology drives global businesses to adopt electronic commerce for widespread market penetration. Specific Background Conversely, CV. Kopi Luwak Cikole Lembang operates a plantation destination that successfully attracts domestic and international buyers without utilizing electronic commerce as a primary transactional platform. Knowledge Gap Existing literature predominantly examines digital transactional platforms, leaving a significant void regarding how enterprises maintain high market demand through non-electronic commerce approaches. Aims This study analyzes the specific promotional tactics implemented by this destination to stimulate buyer engagement. Results A qualitative descriptive analysis reveals that the enterprise applies advertising, sales promotion, public relations, personal selling, direct outreach, and word-of-mouth endorsements. Instead of digital discounts, the company offers experiential learning and prioritizes animal welfare, which stimulates high product demand, necessitates a pre-order system, and expands the market internationally. Novelty This research demonstrates that integrating experiential activities with direct interpersonal engagement and word-of-mouth generates substantial market demand in an era heavily dominated by digital transactions. Implications Businesses can cultivate transactional, referential, preferential, and exploratory buyer engagement by prioritizing product quality, buyer relationships, and authentic experiences rather than relying exclusively on digital commerce platforms.  Highlights: Authentic experiential learning integrated with animal welfare principles generates substantial product demand. Direct interpersonal engagement and word-of-mouth recommendations successfully drive international market expansion. High product quality necessitates pre-order systems despite the absence of electronic commerce platforms. Keywords: Electronic Commerce, Word Of Mouth, Experiential Learning, Animal Welfare, Direct Engagement
Bank BJB's Efforts to Boost Customer Loyalty through Digital Services: Upaya Bank BJB dalam Meningkatkan Loyalitas Nasabah melalui Layanan Digital Fara Ziah Azizah; Nadhifatus Syaidatina Masyitoh; Desy Dwi Cahyani; Indri Satya Octaviana; Lilik Indayani
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/j1n0az75

Abstract

General Background Rapid digital transformation in information technology compels the banking industry to shift from traditional physical branches toward digital transaction channels. Specific Background Bank BJB actively develops its digital ecosystem, including the bjb DIGI application, to maintain market competitiveness and enhance customer loyalty. Knowledge Gap Existing research predominantly uses quantitative statistical methods to test service quality variables, leaving a shortage of qualitative studies exploring comprehensive bank strategies and direct customer usage experiences. Aims This study investigates Bank BJB’s strategies in building customer loyalty, evaluates its digital service quality regarding ease of use, speed, and security, and explores customer perceptions. Results Utilizing a descriptive qualitative approach with purposive sampling, in-depth interviews, observation, and documentation, findings reveal that efficient transaction speeds, user-friendly interfaces, and multi-layered security features (PIN, OTP, transaction notifications) foster customer trust, repeat transactions, and referral behaviors. Novelty This study provides qualitative empirical depth by linking specific security and operational features directly to long-term customer commitment and advocacy behavior. Implications Financial institutions must continually optimize user-focused digital quality and security protocols to sustain customer retention in competitive banking markets.  Key Findings Highlights: Simplified mobile application transaction processes significantly improve daily consumer comfort and service satisfaction.   Comprehensive system security protocols directly cultivate higher transactional trust levels among regional banking clients.   Positive user experiences with digital banking applications strongly stimulate spontaneous organic recommendations to external parties.   Keywords : Customer Loyalty, Digital Services, Bank BJB, Digital Banking, Banking Technology
The Role of BJB University Bandung in Building a Learning Organization to Support the Development of Bank BJB Employee Competence: Peran BJB University Bandung dalam Membangun Learning Organization untuk Mendukung Pengembangan Kompetensi Karyawan Bank BJB Siti Nabilah; Revi Anggraeni; Ivanda Febrianti; Mochamad Rizal Yulianto
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/q641a483

Abstract

General Background Human resource development in the banking sector requires continuous capability building to adapt to technological changes and competition. Specific Background BJB University serves as an internal corporate university designed to align employee competency development with organizational objectives at Bank BJB. Knowledge Gap However, empirical documentation detailing how corporate universities structure learning organizations in regional banking contexts remains limited. Aims This study analyzes the role of BJB University in establishing a learning organization and enhancing employee competence. Results The findings show that structured competency-based training, leadership programs, coaching, and digital learning platforms foster continuous learning and collaborative innovation. Novelty This paper provides an integrative framework linking corporate university operations with the people, process, and physical evidence dimensions in regional banking. Implications Practically, these results offer strategic guidance for banking institutions to optimize talent retention and organizational agility through structured internal learning ecosystems.  Keywords: BJB University, Corporate University, Learning Organization, Competency Development, Human Resources Key Findings Highlights BJB University aligns employee competency development directly with corporate business strategies. Continuous learning is fostered through structured digital learning platforms, leadership development, and mentoring. Organizational capability enhancement depends on the integration of people, process, and physical evidence infrastructure.  
Exploration of the Implementation of Standard Operating Procedures (SOPs) in the Production Process at J&C Cookies Bandung: Eksplorasi Penerapan Standard Operating Procedure (SOP) dalam Proses Produksi di J&C Cookies Bandung Ocha Dwi Riestu; Tsaniyah Jumhuriyah; Nayla Rizky Dwi Firnanda; Satrio Sudarso
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/rc3qpr98

Abstract

General Background Standard Operating Procedures (SOPs) serve as critical operational guidelines for ensuring product quality, operational efficiency, and stringent quality control in the food manufacturing sector. Specific Background J&C Cookies Bandung, a prominent Indonesian bakery enterprise, implements multi-stage production processes for roombutter cookies and holiday hampers distributed locally and internationally. Knowledge Gap However, empirical research exploring real-time SOP implementation, procedural compliance, and quality control mechanisms across each specific stage of cookie manufacturing remains scarce. Aims This study investigates the systematic implementation of SOPs across production stages at J&C Cookies Bandung, evaluating their role in operational effectiveness and identifying execution challenges. Results Utilizing a qualitative descriptive approach via direct field observation, semi-structured interviews, and documentation, findings reveal that SOPs are systematically enforced from employee hygiene preparation to dough mixing, molding, dual-energy baking (170–180°C), and packaging. Novelty This research highlights how strict moisture control, roombutter formulation, and shape-based product differentiation (such as crescent-shaped nastar) simultaneously secure a 1-year preservative-free shelf life and enhanced market competitiveness. Implications Operational adherence to SOPs substantially minimizes contamination risks, standardizes food safety compliance, and elevates consumer trust in medium-scale food processing industries. Keywords: Standard Operating Procedure (SOP), Production Process, Food Industry, Product Quality, Hygiene, J&C Cookies Bandung Key Findings Highlights Standard operating procedures at J&C Cookies Bandung are systematically implemented at every production stage, from employee preparation to product packaging. The product achieves a shelf life of up to one year without preservatives by keeping moisture levels close to zero percent during baking. Product differentiation is successfully established through shape innovations, such as crescent-shaped nastar, and moisture-controlled packaging designs.
The Exclusivity Strategy of Cikole Lembang Luwak Coffee in the Digital Era: A Case Study: Educational Tourism, Premium Prices, and Cross-Border Buyers: Steategi Eksklutivitas Kopi Luwak Cikole Lembang di Era Digital: Studi Kasus Wisata Edukasi, Harga Premium, dan Pembeli Lintas Negara Umroatul Mufidah; Shafa Raudhotul Jannah; Eka Ayu Pratiwi; Devia Indrianti; Dewi Andriani
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/7v4ym365

Abstract

This study aims to explore the direct marketing strategy through WhatsApp implemented by Kopi Luwak Cikole, an ethical civet coffee agrotourism site in Lembang, West Bandung Regency, West Java, from the staff's perspective. Using a descriptive qualitative approach through a single case study, primary data were collected through in-depth semi-structured interviews with operational staff managing the facility's digital marketing communications, supported by non-participant observation during a field visit on April 30, 2026. Data analysis followed the interactive model of Miles, Huberman, and Saldana (2020). Findings indicate that WhatsApp serves as the primary marketing communications channel for five key activities: promotional broadcasts, reservation confirmations, pre-visit services, post-visit follow-up, and product inquiry responses. Reservation confirmations are the most effective function, while post-visit follow-up has not been implemented systematically. This study identified that WhatsApp utilization at this facility is still reactive and relies on individual staff initiatives, not reaching its full potential as a structured direct marketing tool. Recommendations include standardizing message templates, developing post-visit flows, and migrating to the WhatsApp Business API to support scalable marketing communications. Highlights: Animal welfare certification builds international consumer trust and justifies high commodity valuation. Inherent production scarcity directly supports the establishment of exclusive market positioning. Online storytelling platforms successfully expand cross-border reach for sustainable agricultural products. Keywords: Agrotourism, Animal Welfare, Cross-Border Consumers, Specialty Coffee, Storytelling
Analysis of the Influence of Educational Tourism on Tourist Interest, Visitor Satisfaction and Sales Increase at Kopi Luwak Cikole Bandung: Analisis Pengaruh Wisata Edukasi Terhadap Ketertarikan Wisatawan, Kepuasan Pengunjung dan Peningkatan Penjualan di Kopi Luwak Cikole Bandung Nur Hisyam Ramadhani; Firdaus Fahmi; Ahmad Irfan Santoso; Andreyan Ramadani; Ika Oktaviyanti
Procedia of Social Sciences and Humanities Vol. 9 No. 1 (2026): International Conference of Fostering Sustainable Economic Growth and Innovatio
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/hv3m7m75

Abstract

General Background Agrotourism integrating hands-on learning experiences serves as a vital innovation within the modern hospitality industry. Specific Background Kopi Luwak Cikole operates as an animal welfare-certified agribusiness model, offering interactive programs featuring transparent production processes and multilingual guidance. Knowledge Gap Comprehensive evaluations structurally linking these specific interactive programs to premium market consumer behavior and business profitability remain limited. Aims This study investigates the connection between learning components, tourist interest, absolute guest contentment, and financial transactions at this destination. Results Qualitative descriptive analysis reveals that direct animal interaction and open production viewing generate a 100% positive feedback rate. This absolute contentment translates into spontaneous on-site purchases, strong word-of-mouth recommendations, and sustained international export orders, positioning the enterprise in SWOT Quadrant I with a strong internal foundation. Novelty This research demonstrates that integrating strict animal welfare principles with transparent agribusiness education yields exceptionally high profit margins and unparalleled customer loyalty. Implications Management should expand digital marketing reach and scale production capacity to capitalize on current market positioning and ensure sustainable commercial growth.  Highlights Interactive animal programs achieve perfect positive consumer feedback. Transparent production viewing directly stimulates international export orders. Strategic evaluation confirms strong market positioning requiring capacity expansion. Keywords: Educational Tourism, Civet Coffee,Animal Welfare, SWOT Analysis, Word Of Mouth

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