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Wacana, Jurnal Sosial dan Humaniora
Published by Universitas Brawijaya
ISSN : 14110199     EISSN : 23381884     DOI : https://doi.org/10.21776/ub.wacana
Core Subject : Economy, Humanities, Social,
Humanities Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences
This journal has a focus on inter and multidisciplinary studies of social sciences and humanities. The scope is the socio-cultural phenomenon, the history, and transformation of society, changes, and stagnation of socio-political institutions, actor orientation, and behavior, the performance of political regimes and socio-economic structures. The scope is not limited by state, nation, temporal duration, certain ideas, and narrow beliefs. This journal is open to various approaches, theories, methodologies, research methods carried out by scientists, academics, researchers and practitioners in the fields and disciplines: economics, social, political science, government studies, international relations, sociology, anthropology, demography, history, religious and cultural studies, philosophy of science, communication science, and development studies.
Arjuna Subject : Ilmu Sosial - Ilmu Sosial (Lain-Lain)
Articles 507 Documents
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The Interplay between Logistic Services and Customer Satisfaction in e-services: A Case Study Eltigani, Mohammed; Abdullah M. Al-Ansi
Wacana Journal of Social and Humanity Studies Vol. 29 No. 2 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.2026.029.02.06

Abstract

Objective: The aim of this case study is to investigate the role of logistic services in customer satisfaction. The logistics services were investigated under three dimensions including delivery time, product availability and technical issues while customer satisfaction was investigated in four dimensions including product quality, communication, order accuracy and product price. Design/Methods/Approach: The data was collected through online survey of e-shoppers from Lulu Hypermarket in Oman to fill the questionnaire. Also, interviews with some e-shoppers were conducted to understand their perspectives and satisfaction regarding e-services. The sample consists of 100 individuals who participated in this case study voluntarily. Data was analyzed using SPSS through descriptive statistics, correlation and regression analysis. Findings: The level of both logistic services and customer satisfaction in Lulu Hypermarket was high based on the means of the case study participants. Furthermore, the results illustrated that logistic services dimensions have positive and significant influence on customer satisfaction with (0.586, 0.214 and 0.109) respectively. Originality/Value: This case study highlights the role and importance of appropriate logistics in enhancing customer satisfaction especially in online shopping. Practical/Policy implication: By understanding the relationship between logistics services and customer satisfaction, the management at Lulu can identify opportunities for improvement and devise effective strategies to enhance the overall shopping experience for their customers.   Keywords:  Customer Satisfaction; Case Study; E-Services; Logistic Services; Lulu Hypermarket JEL Classification:             L81; M31; L87  
Strategic planning in risk-based quality improvement at Universitas Brawijaya Dwi Cahyani, Okik; Sholihah, Qomariyatus; Haryono, Bambang Santoso
Wacana Journal of Social and Humanity Studies Vol. 29 No. 3 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.1053

Abstract

Objective: Strategic planning is a plan drawn up to achieve an organization’s objectives within a specific timeframe, whether short-, medium-, or long-term. Improving the quality of education requires a strategy. The focus of the research is strategic planning for risk-based quality improvement at Universitas Brawijaya, utilizing the theory proposed by Choirunisa, D (2019), namely: Firstly, 1) Development of vision, mission, and objectives, 2) Identification of external and internal factors (SWOT analysis), 3) Short-term, medium-term, and long-term planning, 4) Determination of winning strategies. Second, the supporting and hindering factors. Design/Methods/Approach: This study employs a descriptive, qualitative research design. Findings: The results of this study are as follows: Firstly, 1) The development of the vision, mission, and objectives is in line with the vision, mission, and Strategic Plan (RENSTRA) of Universitas Brawijaya. 2) In the SWOT analysis, Universitas Brawijaya and the Quality Assurance Agency do not treat threats as obstacles, but rather as challenges. 3) Short-term planning, namely the RKAP (Work Plan and Budget), covers a period of one year. Medium-term planning consists of the Strategic Plan (RENSTRA) covering a five-year period. Long-term planning consists of the Long-Term Master Plan (RIP). 4) The Quality Assurance Agency at Universitas Brawijaya has formulated a risk-based quality standard. Secondly, a supporting factor is that the Quality Assurance Agency possesses human resources who are experts in their respective fields. Originality/Value: This study offers a unique empirical perspective on reframing traditional SWOT analysis into a SWOC (Challenges rather than Threats) approach to foster a more proactive organizational mindset. Practical/Policy implication: University performance management through the SAKIP system requires the Strategic Plan (RENSTRA) to be a mandatory document and serves as an overarching framework for Universitas Brawijaya's subordinate units. Meanwhile, the inhibiting factor is the existence of national policies that are counterproductive to Universitas Brawijaya.   Keywords: Strategic planning; quality; risk-based; higher education; SWOC analysis JEL Classification:             I23; M10; I28
The effect of social capital and entrepreneurial orientation on innovation and competitive advantage among batik entrepreneurs in Sidoarjo Regency Azhar, Imaduddin; Utami, Hamidah Nayati; Afrianty, Tri Wulida
Wacana Journal of Social and Humanity Studies Vol. 29 No. 3 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.1113

Abstract

Objective: This study examines how social capital and entrepreneurial orientation influence innovation and competitive advantage among batik entrepreneurs in Sidoarjo Regency, Indonesia. The article addresses the need to explain how relational resources and entrepreneurial behavior strengthen the competitiveness of traditional creative SMEs facing imitation, market pressure, and changing consumer preferences. Design/Methods/Approach: The study used a quantitative explanatory design and census-based sampling of active batik entrepreneurs in Sidoarjo Regency. Data were collected through a five-point Likert questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The model evaluated the effects of social capital and entrepreneurial orientation on innovation and competitive advantage. Findings: Social capital has a positive and significant effect on innovation, but does not directly affect competitive advantage. Entrepreneurial orientation significantly affects both innovation and competitive advantage, while innovation significantly improves competitive advantage. These results indicate that social capital becomes strategically valuable when it is converted into innovation outcomes. Originality/Value: The study contributes to the SME and creative-industry literature by jointly examining social capital and entrepreneurial orientation within a single model in a localized batik cluster. It also clarifies that innovation functions as a connecting mechanism through which intangible resources contribute to competitive advantage. Practical/Policy implication: Batik entrepreneurs should strengthen trust-based networks and entrepreneurial behavior while continuously transforming those resources into product, process, and managerial innovation. Local support institutions can enhance competitiveness by facilitating collaborative forums, developing capabilities, and providing innovation-oriented support for batik SMEs.   Keywords:  Batik SMEs; competitive advantage; entrepreneurial orientation; innovation; social capital JEL Classification: L26; M13; O31
The influence of brand image and service quality on repurchase intention mediated by trust: A case study on XYZ finance Malang branch Ekawati, Friskana Nunung; Puspaningrum, Astrid; Rohman, Fatchur; Prasetyaningrum, Dian Islami
Wacana Journal of Social and Humanity Studies Vol. 29 No. 3 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.1346

Abstract

Objective: This study examines the influence of brand image and service quality on repurchase intention, with trust as a mediating variable, among customers of XYZ Finance Malang Branch. It addresses the decline in repeat transactions from 2019 to 2024 and aims to explain customer loyalty behavior in the financing industry. This research is empirical. Design/Methods/Approach: A quantitative explanatory approach was employed using cross-sectional data from 225 respondents selected through purposive sampling. The analysis utilized Structural Equation Modeling–Partial Least Squares (SEM-PLS) to assess direct and mediating relationships among variables. Findings: The results show that service quality has a direct and significant effect on repurchase intention. Brand image does not directly affect repurchase intention but influences it indirectly through trust. Trust significantly mediates the effects of both brand image and service quality on repurchase intention, highlighting its key role in driving customer loyalty. Originality/Value: This study contributes to the literature by confirming the mediating role of trust in the relationship between brand image, service quality, and repurchase intention within the financing sector, offering empirical evidence from a specific industry context. Practical/Policy implication: The findings suggest that financing companies should focus on improving service quality and strengthening customer trust to enhance repurchase intention. These insights can support strategic decision-making in customer retention and competitive positioning.   Keywords:  Brand Image; repurchase intention; service quality; trust; XYZ Finance Malang Branch JEL Classification:     M31; G21; D91
Gender equality knowledge analysis for sexual violence prevention among adolescents in the ADEM community Pangalila Ndoen, Daisy; Al Uyun, Dhia; Wahyuningsih, Sri
Wacana Journal of Social and Humanity Studies Vol. 29 No. 3 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.1356

Abstract

Objective: Gender equality is a key component of the Sustainable Development Goals (SDGs), particularly in addressing gender-based violence and ensuring equal access to education, skills development, and economic opportunities. This study aimed to analyze gender equality knowledge related to sexual violence within the ADEM Community in Batu City, with a focus on Papuan adolescents. Design/Methods/Approach: Despite extensive research on gender equality and sexual violence prevention among adolescents, limited studies have examined the application of gender equality knowledge using a psychosocial approach in the ADEM community context. A descriptive quantitative design was employed involving 93 respondents. Data were analyzed using mixed-methods, polynomial regression, Principal Component Analysis (PCA), and Pearson correlation analysis to identify dominant knowledge components and relationships among variables. Instrument validity was assessed using t-tests, and reliability testing was conducted. Findings: Most respondents, both male and female, demonstrated a good level of knowledge about gender equality. Pearson correlation analysis revealed a very strong association between male and female knowledge levels (r = 0.875; p = 0.022) and a strong correlation with the good knowledge category (r > 0.95). Originality/Value: Gender awareness in the ADEM community is evenly distributed across genders, providing a shared foundation for sexual violence prevention. Practical/Policy implication: These results suggest that gender equality knowledge within the ADEM community is relatively balanced across genders and may contribute to efforts aimed at preventing sexual violence among adolescents.   Keywords:  Gender equality knowledge; sexual violence prevention; adolescents; ADEM program; gender awareness JEL Classification: J16; I24; Z13
Social proof: A new dimension of trust in digital marketing sensory products on TikTok Abdillah, Rahmat; Prasetyo, Bambang Dwi; Oktaviani, Fitri Hariana
Wacana Journal of Social and Humanity Studies Vol. 29 No. 3 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.1366

Abstract

Objective: This study investigates the profound digital transformation in marketing communication on TikTok, where consumer purchasing of sensory products like perfume has shifted significantly from traditional physical experiences to online platforms. This transition, while offering boundless accessibility, generates inherent consumer skepticism regarding the authenticity and trustworthiness of digital product reviews. Design/Methods/Approach: Employing in-depth qualitative interviews with prominent perfume reviewers, the research initially confirms that influencers strategically leverage Source Credibility Theory's dimensions, namely expertise demonstrated through rigorous testing, trustworthiness built via non-scripted content, and attractiveness through relatable presentation to construct persuasive and authentic content. Findings: However, acknowledging persistent consumer scepticism stemming from increased commercial collaborations that blur objective boundaries, a vital new dimension, "Social proof," is successfully identified. "Social prof" uniquely emerges from collective consumer interactions in comment sections, where diverse and honest opinions provide crucial social validation. Originality/Value: It also derives from the distinct credibility of non-expert figures, exemplified by the "Mas Ade Approve" phenomenon, in which spontaneous, non-commercial reviews foster trust through perceived honesty and relatability. Practical/Policy implication: This finding critically underscores that in the rapidly evolving digital landscape, consumer trust is not solely an outcome of traditional source attributes but is also powerfully shaped by bottom-up, community-validated authenticity.   Keywords:  Consumer trust; digital transformation; social proof; source credibility; TikTok JEL Classification:     M31; L81; D91
Intersectional vulnerabilities of women workers in NGOs and the private sector Utami, Tia Mega; Aulia, Asti
Wacana Journal of Social and Humanity Studies Vol. 29 No. 3 (2026): WACANA, Jurnal Sosial dan Humaniora
Publisher : Graduate School Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.wacana.1374

Abstract

Objective: This study aims to explore intersectional vulnerabilities experienced by women workers in NGOs and the private sector. Design/Methods/Approach: This study employs an exploratory qualitative case study approach using in-depth interviews and financial records involving two women workers, one from an NGO and one from the private sector in Jakarta. The analysis uses an intersectional feminist perspective to examine how intersecting forms of oppression shape women workers’ vulnerabilities. Findings: The study reveals that the vulnerabilities experienced by women workers in NGOs and the private sector are shaped by the intersection of gender, age, contract employment status, economic responsibilities, limited knowledge of labor rights, and workplace cultures and organizational structures that do not support women workers. These intersecting conditions affect workers’ access to basic labor rights, social protection, and workplace bargaining power. Originality/Value: This study contributes to discussions on the vulnerabilities experienced by women workers in NGOs and the private sector through an intersectional feminist perspective. Practical/Policy implication: This study highlights the importance of strengthening labor protections, improving the implementation of women workers’ rights, promoting gender-sensitive policies, and addressing hostile work environments.   Keywords: Vulnerability, NGOs workers, private sector workers, intersectional feminism JEL Classification:             H1; J3; J7

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