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Journal of Business & Banking
Published by Universitas Hayam Wuruk Perbanas
ISSN : 20887841     EISSN : 23033460     DOI : http://dx.doi.org/10.14414/jbb
Core Subject : Economy,
Economics, Econometrics & Finance
Arjuna Subject : -
Articles 317 Documents
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Pengaruh kualitas layanan, kepercayaan, kepuasan nasabah, terhadap loyalitas nasabah Bank Mandiri di Surabaya Farah Alya Abidah; Rachmat, Basuki
Journal of Business & Banking Vol 14 No 2 (2025): November-April 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v14i02.5016

Abstract

This study analyses the effect of service quality, trust, and customer satisfaction on Bank Mandiri customer loyalty in Surabaya City. The main objective is to identify the challenges of meeting increasing customer expectations, and several incidents affect customer trust in banks, such as data breaches and unsatisfactory service. This research uses a quantitative method with a descriptive approach, with data obtained through a survey of 363 respondents and analyzed using SmartPLS 3.0. The results showed that service quality significantly impacts customer trust, satisfaction, and loyalty, with trust and satisfaction also increasing customer loyalty. The results of this study highlight the importance of implementing high-quality services that include tangible, reliability, responsiveness, empathy, and assurance elements. The implications of this study suggest that Bank Mandiri needs to provide training to employees to improve the quality of interactions as well as create more innovative customer loyalty programs and ensure the security of customer data by developing a high-tech security system. These efforts are critical to maintaining customer trust and fostering a stronger long-term relationship between Bank Mandiri and its customers.
Dampak pengalaman karyawan terhadap intensi turnover melalui keterikatan dan kepuasan kerja karyawan Bella Yunivan Hernanda; Prawitowati, Tjahjani; Yulianti, Emma
Journal of Business & Banking Vol 14 No 2 (2025): November-April 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v14i02.5022

Abstract

The study aims to test and analyze the significance of the effect of employee experience on turnover intention, the effect of employee experience on employee engagement, the effect of employee engagement on employee job satisfaction, and the effect of job satisfaction on employee turnover intention as well as the mediating role of job satisfaction and job attachment on the effect of employee experience on turnover intention, This research is descriptive research with a quantitative method approach. This research use an online survey method in the form of a questionnaire to collect data. The data to be collected and used is primary data with a total of 207 respondents. The test tool used in this research is WarpPLS 7.0 software and uses the Partial Lest Square Equation (PLS-SEM) method. The result show a negative and significant effect of employee experience on turnover intention, a positive and significant effect of employee experience on employee engagement, a positive and significant effect of employee engagement on job satisfaction, a positive and significant effect of job satisfaction on turnover intention, and employee engagement and job satisfaction are unable to mediate turnover intention. Companies should ensure that the work environment encourages career paths, good interpersonal relationships, and work-life balance. This is closely related to the final impact, namely turnover intention.
Kekuatan financial tehnology dalam Meningkatkan Kinerja Bisnis UMKM Amilia, Wilda Sinta; Rr. Iramani
Journal of Business & Banking Vol 14 No 2 (2025): November-April 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v14i02.5044

Abstract

 Micro, Small and Medium Enterprises contribute greatly to driving the regional economy and providing employment opportunities for the community. Therefore, research to improve the performance of MSMEs is still very relevant to do. This study aims to examine the importance of financial technology, financial literacy, and culture in improving the business performance of MSMEs in East Java. Business performance studies that combine financial literacy, financial technology and culture with business performance, especially in the East Java region, are still very limited. Therefore, this research is important to be conducted to enrich empirical findings related to business performance. The sampling technique used was purposive sampling, by taking samples of MSMEs in the Surabaya, Mojokerto, Sidoarjo and Gresik areas. Total sample of 100 MSMEs. The data source used is primary data collected by survey using a questionnaire. Analysis was conducted with Partial Least Square. The results showed that financial technology and financial literacy as well as culture have a significant positive effect on MSME business performance. The results of this study imply that to improve the sustainability and business performance of MSMEs in East Java, MSME managers should improve their financial technoly and financial literacy capabilities and foster a culture that is the value of their business.
Dampak Influencer, Motivasi, dan Kemajuan Teknologi Terhadap Minat Investasi di Pasar Modal Agustin, Dwi Maulidya; Purnamasari, Linda
Journal of Business & Banking Vol 14 No 2 (2025): November-April 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v14i02.5073

Abstract

Media sosial dan perkembangan teknologi memiliki peran penting dalam mendorong minat investasi di pasar modal. Namun, keberhasilan peningkatan minat investasi tersebut bergantung pada motivasi calon investor. Penelitian ini bertujuan untuk menganalisis pengaruh influencer, motivasi, dan kemajuan teknologi terhadap minat investasi generasi Z di Surabaya. Data dikumpulkan melalui kuesioner dari 160 responden dan dianalisis menggunakan model Structural Equation Modeling (SEM) dengan pendekatan Partial Least Squares (PLS). Hasil penelitian menunjukkan bahwa influencer dan motivasi memiliki pengaruh positif signifikan terhadap minat investasi, sementara kemajuan teknologi tidak menunjukkan pengaruh yang signifikan. Temuan ini memberikan kontribusi penting dalam pengembangan strategi pemasaran investasi. Peningkatan peran influencer dan penguatan motivasi menjadi langkah kunci untuk menarik minat generasi Z, seperti melalui kampanye edukatif dan insentif yang relevan. Namun, aspek teknologi memerlukan pendekatan berbeda untuk memberikan dampak lebih signifikan, misalnya dengan menambahkan fitur gamifikasi, edukasi interaktif, atau personalisasi pada platform digital. Penelitian ini memberikan rekomendasi praktis bagi perusahaan sekuritas dan pelaku pasar modal untuk meningkatkan daya tarik investasi melalui strategi yang berfokus pada preferensi generasi Z.
Peran literasi keuangan, persepsi risiko, motivasi terhadap minat investasi generasi z di Surabaya Prameswari, Nadia Rachelita; Setyorini, Haryati
Journal of Business & Banking Vol 14 No 2 (2025): November-April 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.vol14i02.5097

Abstract

ABSTRACT Investment interest reflects a person's desire or tendency to invest their capital in financial instruments with the aim of obtaining profits in the future. High investment interest can be supported by financial literacy, risk perception and motivation to determine appropriate investment instruments. This research aims to explore whether there is an influence of the variables financial literacy, risk perception and motivation on investment interest. The sampling technique uses a non-probability sampling technique, namely purposive sampling. This research used 143 respondents from Generation Z with an age range of 17 to 27 years who live in the city of Surabaya. The data analysis technique uses the SEM (Structural Equation Modeling) method using SmartPLS-4.0 statistical software. The results of this research show that the financial literacy variable is proven to have a significant positive effect on investment interest. Furthermore, the motivation variable is proven to have a significant positive effect on investment interest. However, the risk perception variable was not proven to have a significant effect on investment interest. Based on the results of this research, prospective investors can increase their education about risk management so that prospective investors can be wiser and more informed to increase interest in investing.
Sistem pembayaran QRIS sebagai upaya pengembangan UMKM di kota Ambon Gainau, Paskanova Christi; Engko, Cecilia; Gaspersz, Yesica Thelma
Journal of Business & Banking Vol 13 No 2 (2023): November 2023 - April 2024
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v13i2.3766

Abstract

This study aims to examine the effect of using the QRIS payment system on MSME development in Ambon City through Theory of Acceptance Model. It uses the sample from all MSME culinary delights in Ambon City, taken based on the determined criteria such as meeting the criteria are 45 SMEs. The data were analyzed using multiple linear regression, which was processed by the SPSS version 21. The result shows that partially Perceived Usefulness and Perceived ease of use have a significant influence on the development of MSMEs in Ambon City. The more useful QRIS is, the more MSMEs will develop, as well as the easier it is to use QRIS, so it will be easy for business actors to adapt and their businesses will develop. It practically implies that MSMEs in Ambon City are getting more and more aware that the perceived usefulness and perceived ease of use available in the QRIS are able to encourage business development. Apart from that, Bank Indonesia as the promoter of QRIS implementation for MSMEs needs to monitor entrepreneurs using QRIS so that they can answer any obstacles they still face. Theoretically, it also implies that this research provides a new area of research not only limited to interest in using it but directly towards the application of new technology and its influence on the development of MSMEs.
Halal Tourism in West Sumatera: a Bibliometric Study Mardian, Sepky; Armen, Rio Erismen
Journal of Business & Banking Vol 13 No 2 (2023): November 2023 - April 2024
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v13i2.4152

Abstract

West sumatera is a halal tourism destination in Indonesia. It was acknowledged by Global Muslim Travel Index in 2016. All stakeholders have given more intention to this halal tourism. Beyond the strengthening district regulation on it, the studies on halal tourism in West Sumatera have been increasing every year. This study aims to map the research about halal tourism in West Sumatera. Bibliometric approach was conducted to map the different studies on this topic. By using Publich or Perish, the data were taken from Google Scholar database. Several keywords were used to do it, i.e. halal tourism in West Sumatera, Islamic tourism in West Sumatera, wisata halal di Sumatera Barat and wisata Sariah di Sumatera Barat. The metadata were described by tables and graphs. Again it is also visualized by VOSViewer to find the research cluster on the topic and trend of relationship among the keywords. The study found that the research on Islamic tourism in West Sumatera is still limited. It only found 35 journal articles or proceeding in tens of years. The theme is also limited on description of the opportunity and challenges and stakeholders perception about Islamic tourism in West Sumatera.
Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions Tedjakusuma, Adi Prasetyo; Harly, Kevin Richard; Andajani, Erna
Journal of Business & Banking Vol 13 No 2 (2023): November 2023 - April 2024
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v13i2.4165

Abstract

 This study was motivated by authors’ curiosity to study Shoppe as a booming e-commercecompany, while logistics services are critical for Shopee’s success in term of satisfyingits customers. This study aims to examine how factors of logistic dimensions affectcustomer satisfaction of Shoppe and is basic research. The authors applied a correlationalresearch type with a quantitative approach. The primary data were obtained directly fromrespondents by distributing a questionnaire. They were analyzed using SEM approachand Analysis of Moment Structures (AMOS) software. The results show that of 7hypotheses are supported. All factors of logistics dimensions: availability, delivery time,shipping cost, delivery reliability, product quality and condition, consumer complaintand return policy, and information quality affect customer satisfaction. This implies thatShoppe must make its stocks available, ensure its delivery time on time, pay attentionon its shipping cost, ensure the delivery of goods is in accordance with the conditionsapplied, the product packaging during shipping is not damaged, a simple return policy,provide information that meets expectations to satisfy its consumers. The present studycan shed light on the logistics services dimensions that align with customer expectationsin the e-commerce industry. Understanding these crucial logistics dimensions can enableShopee to better tailor their logistics operations to meet and exceed customer needs,ultimately resulting in satisfaction.
Peran Servant Leadership pada Organizational Citizenship Behavior dengan Mediasi Job Satisfaction Nur Jannah, Dewi Karomatun; Kurniawan, Ignatius Soni; Kusuma, Nala Tri
Journal of Business & Banking Vol 13 No 2 (2023): November 2023 - April 2024
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v13i2.4224

Abstract

This study aims to determine the effect of servant leadership and perceived organizational support on organizational citizenship behavior through job satisfaction of PERUMDAM Tirta Projotamansari Bantul Yogyakarta emplo-yees. This research is quantitative, and primary data in the form of filling out questionnaires were taken with a census technique on 55 respondents. The data were collected through a direct survey, and then, processed using multiple linear regression analysis using SPSS version 23 and sobel test using daniel soper calculator. The results showed that servant leadership has a significant positive effect on job satisfaction, job satisfaction has a significant positive effect on organizational citizenship behavior, and job satisfaction mediates the effect of servant leadership on organizational citizenship behavior. Companies can improve the implementation of servant leadership which is still low among employees so that it can strengthen employee job satisfaction and contribute to organizational citizenship behavior.
Unlocking the Potential of Continue Intention to Use of MyBCA between Generations Aji, Fajar; Akbar, Mohammad Ali; Adhitya, Ervin; Rahim, Rano Kartono
Journal of Business & Banking Vol 13 No 2 (2023): November 2023 - April 2024
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v13i2.4410

Abstract

BCA has just unveiled a brand-new digital platform called myBCA. Although myBCA provides more services overall than mobile BCA, users are hesitant to transfer over due to concerns about security. The myBCA app's rating in the Google Play Store is still 3.7 stars. This situation is emblematic of common challenges encountered in the digital landscape, where the introduction of new technologies often meets with user resistance, especially when security and usability concerns arise. The acceptance and continuance of using new technology are explained by TCT. There are three primary factors—e-service quality, perceived ease of use, and perceived risk—that affect how new technology is accepted. This research uses primary data involving 250 respondents. The data were analysed using structural equation models. The results showed that e-service quality and perceived ease of use have a significant and positive effect on user satisfaction. Yet, e-service quality directly has no significant effect on continued intention to use. Perceived risk has a negative impact on user satisfaction, both directly and indirectly, on continued intention to use. User satisfaction is able to mediate the influence of e-service quality, perceived ease of use, and perceived risk on continued intention to use the MyBCA app. Perceived ease of use is more sensitive to Gen Y and Gen Z, while perceived risk is more sensitive to Gen Y. The implication of this study suggest that companies should prioritize e-service quality and perceived ease of use while developing new technology.

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