Majalah Ilmiah Bijak is a scientific journal of Administrative Science Business, published by Institut Ilmu Sosial dan Manajemen STIAMI / STIAMI Institute. The Journal of Business Administration is published 2 (two) times a year, every March and September, which contains the results of the study of Business Administration Studies. This journal aims to disseminate the results of thought and scientific analysis in the field of Business Administration Sciences. ISSN Media cetak : 1411-0830 ISSN Media online : 2621-749X Email : journalbijak@gmail.com Email : journalbijak@stiami.ac.id
Institut Ilmu Sosial dan Manajemen STIAMI
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Work-Life Balance and Employee Performance: The Mediating Roles of Job Engagement, Satisfaction, and Stress : A Case in an Indonesian Private University
The performance of educators is a crucial factor in achieving the effectiveness of educational institutions. However, in recent years, the performance of educators at X University in Surabaya has declined. One factor suspected to influence performance is work-life balance. This study aims to analyze the effect ofWork-life balance on employee performance, both directly and through job engagement, job satisfaction, and job stress as mediating variables. This study employs a survey method to analyze the influence of work engagement, job satisfaction, and work stress on the performance of educators at Wijaya Kusuma University Surabaya. Data were collected using a systematically designed questionnaire to measure these variables. The results indicate thatWork-life balance contributes to improving employee performance. Job engagement and job satisfaction strengthen this relationship, while job stress can hinder optimal performance achievement. Therefore, educational institutions need to implement policies that support a balance between work and personal life, such as flexible work arrangements and stress management programs, to create a more productive and conducive work environment.
Exploration of the Influence of Price and Customer Reviews on Body Lotion Purchase Decisions: A Study on Teenage Users
This study explores the influence of pricing strategies and online customer reviews on the purchasing decisions of teenage users regarding body lotion, specifically focusing on the Scarlett Whitening brand available through the Shopee e-commerce platform. Utilizing a quantitative research approach, data was collected from 112 adolescent respondents in Depok through structured questionnaires. The findings reveal that both pricing and online reviews significantly impact purchase intentions among Gen Z consumers, who exhibit a strong preference for products that balance quality and affordability. The results indicate that competitive pricing and positive online reviews enhance the attractiveness of beauty products, while the integration of social media and influencer marketing further amplifies these effects. The study underscores the necessity for brands to cultivate a positive online reputation and engage with credible influencers to effectively capture the attention and loyalty of this discerning consumer group. Overall, the research highlights the critical role of eWOM (electronic word-of-mouth) and pricing in shaping the purchasing behavior of Gen Z in the beauty skincare market.
Integrating Halal and Thayyib Principles into Global Logistics Operation: A Comparative Analysis in Malaysia, UAE, and Indonesia
This paper examines how the concepts of halal and thayyib have evolved from basic religious dietary laws to broader principles guiding global industry practices. It explores how these principles are integrated into halal logistics systems in Malaysia, the UAE, and Indonesia. While Malaysia and the UAE have well-developed halal logistics systems, Indonesia is working to strengthen its own through regulations like Law No. 33 of 2014. However, challenges remain in Indonesia, including industry misunderstanding, infrastructure limitations, and regulatory delays. A real challenge is the postponement of the implementation of halal certification requirements until further notice, which was originally scheduled to start in October 2024. This qualitative study uses comparative analysis, literature reviews, and expert interviews to understand these challenges and proposes using ICT to improve halal logistics. The study's novelties include a comprehensive comparative analysis of halal logistics implementation across three countries, the integration of the conceptualization of halal and thayyib in Islam with halal value chain theory and institutional theory, and the emphasis on ICT's role in enhancing logistics efficiency. The study concludes that success in halal logistics requires coordinated efforts from policymakers, industry players, and technological advancements.
Impact of Price Perception, Service Quality, and Brand Image on Customer Satisfaction in Hajj And Umrah Travel Services
This study aims to examine and analyze the Perception of Price, Service Quality, and Brand Image on Customer Satisfaction of Hajj and Umrah Travel. The sample used in this study is Bawazier Travel PT. Sutan Alzahira Wisata. Data were collected using a census method and analyzed using multiple linear regression. Based on this study, it can be concluded that Bawazier Travel customer satisfaction is significantly influenced by price perception, service quality, and brand image. Respondents showed a high level of satisfaction with prices commensurate with benefits, satisfactory service, and Bawazier Travel's reputation as a trusted Umrah travel. Perceptions of reasonable prices, friendly and timely service quality, and a positive brand image also play a major role in increasing customer satisfaction. Therefore, to maintain and increase satisfaction, Bawazier Travel needs to continue to offer competitive prices, maintain service quality, and strengthen its brand image in the eyes of customers.
Digital Marketing Strategies for attract Millenial Travelers to Hotel Santika Premiere ICE BSD City
This study analyzes digital marketing strategies for attract millennial travelers (aged 25–40) to Hotel Santika Premiere ICE BSD City, based on trends for 2024–2025. The background is rooted in the dominance of millennials in the domestic travelers market (72% rely on digital recommendations) and the urgency of digital transformation post-pandemic. A descriptive qualitative method through case study was employed, with data collection techniques including in-depth interviews (5 informants: marketing manager, social media staff, millennial guests), participatory observation, and document analysis. The research findings indicate that the MySantika app is the key driver behind a 30% increase in direct bookings, with three critical features: Exclusive Discounts (25% interest vs. OTAs), leveraged through Ramadan promotions (10% discount & free breakfast), Digital Check-in/out (15% guest satisfaction), saving 5 minutes of waiting time through OTP verification and PMS integration, and Personalized Recommendations based on machine learning (20% conversion rate), tailored to room preferences and nearby activities. Supporting strategies include Instagram visual content optimization (Reels/Stories with 40% engagement), Collaboration with local influencers (live session Santai Sore Ramadhan), integration of digital payment methods (OVO / QRIS / PayLater). The main challenges are the limited features of MySantika for the international market and dependence on internet connectivity. Recommended solutions include expanding the global loyalty program and developing an offline mode feature. The research conclusion emphasizes that the combination of mobile apps, interactive content, and personalization is an effective strategy to reach millennials. The practical implication encourages continuous technology-based innovation to sustain growth in the digital era.
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Factors Supporting the Implementation of Green Accounting with Profitability as an Intervening Variable
The purpose of this study was to examine the influence of environmental costs, and firm value on green accounting, mediated by profitability. The research method used is a quantitative research method. The population in this study is all companies listed on the Indonesia Stock Exchange (IDX) except in the financial sector. The sampling technique is a purposive sampling technique based on certain criteria so that a sample of 182 data is obtained. The type of data used is secondary data and the analysis technique used is multiple linear regression analysis with the Sobel Test test tool. The results of the study show that environmental costs and firm value affect profitability, while environmental costs and profitability have no affect on green accounting but firm value affects green accounting. The results of the study also show that profitability cannot mediate the influence of environmental costs and firm value on green accounting.
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The Role of University-based Business Incubation and Innovation Hubs in Accelerating Student Entrepreneurial Learning
This research investigates the role of university business incubation and innovation hubs in student entrepreneurial learning. Universities worldwide have increasingly established incubation centres and innovation hubs to foster student entrepreneurship. However, despite these initiatives, their effectiveness in facilitating entrepreneurial learning remains largely unexplored. The objective of this study is to bridge this gap by examining the impact of university incubation and innovation hubs on the development of student entrepreneurs. The study used a case-study research approach, and gather comprehensive data from students of Bayero University, Kano, who have undergone the incubation program within the university. The data was collected through a closed-ended questionnaire on students' experiences with university-based entrepreneurship support programs, including seminar, business ideas competition, hackathon, business plan competition, coaching/mentorships, and study tour/industry. The Statistical Package for Social Science (SPSS) is the tool used for the data analysis and presentation. Analysis techniques such as descriptive statistics, correlation and regression analysis are conducted, and the result indicated significant effect of the programs of the university innovation and incubation hubs on students venture start-up, except for seminar. About 30 students’ businesses were registered to fruition in 2022-2023 and millions of naira were won as grants by students from different donors. Furthermore, the study identifies key challenges encountered by students in leveraging these initiatives and propose strategies for enhancing their effectiveness. The implications of the findings derived from this research are manifold. The results provide valuable insights for university administrators, policymakers, and educators seeking to optimize entrepreneurship education programs within their institutions
Marketing Analysis of Kopi Kenangan: Enhancing Customer Purchase Decisions
This research examines the marketing strategy of Kopi Kenangan, a Grab-and-Go coffee brand founded in 2017. On its first day, it sold 700 cups of coffee, showing strong market interest. The company uses the 4P marketing mix (Product, Price, Place, Promotion) effectively, supported by product innovation and active social media promotion. Kopi Kenangan targets Millennials and Gen Z, who often visit coffee shops to relax and socialize. The brand offers a unique customer experience through tasty, affordable drinks, modern café designs, and free WiFi. This research uses a qualitative narrative method, based on secondary data from journals, articles, and market reports. The analysis includes content analysis and SWOT analysis. The results show that Kopi Kenangan has strong brand recognition and market opportunities, but also faces competition and potential risks. Its success lies in building a positive brand image, maintaining high product quality, and using smart marketing strategies. While image attracts interest, product quality is a key factor in actual purchasing decisions. To sustain growth, Kopi Kenangan must continue to innovate, maintain quality, and stay connected with the preferences of young consumers. This study gives valuable insights for businesses aiming to thrive in the competitive coffee market by appealing to the younger generation
eWOM on Tokopedia Marketplace to Enhancing Purchase Decisions: The Role of eWOM Information Usefulness and eTrust
The purpose of this study is to discuss the role of ewom information usefullnes and etrust in mediating ewom information quality, ewom information quantity, ewom information credibility on epurchase decision on Tokopedia.The method used in this study is quantitative, while the analysis technique used is descriptive and verification analysis. The population in this study is all Tokopedia users during 2024, which according to Databoks in 2024 Tokopedia users numbered 18 million.This research was conducted with 130 generation z male respondents, the sampling technique used Hair's theory with SEM-PLS data analysis techniques.This study found that ewom information quality has no effect on etrust and ewom information usefulness, then ewom information quantity has an influence on etrust and ewom information usefulness. eWom information credibility has an influence on etrust and ewom information usefulness. eWom information usefulness and etrust affect ePurchase Decision.This research also provides a view for Tokopedia, which must increase new innovations to attract female consumers, so that its market reach is wider, as it is known that Tokopedia is mostly used by men, it could be due to the lack of information factors needed on Tokopedia
Corporate Social Responsibility and Financial Performance: Insights from Manufacturing Firms Listed on the IDX
CSR is also a program aimed at achieving sustainable development goals, as in this case, the company not only seeks benefits in terms of profits and tax contributions to the government but also provides benefits to society and the environment, especially during the COVID-19 pandemic. Objective: To understand and analyze the effect of CSR on financial performance in DER, to understand and analyze the effect of CSR on financial performance in GPM, and to understand and analyze the effect of CSR on financial performance in NPM. Method: This research is quantitative in nature, testing hypotheses on the causal effects between variables, using panel data regression analysis. The data used are secondary time series and cross-sectional data from 2015 to 2019 for 7 manufacturing companies listed on the Indonesia Stock Exchange (BEI), with model selection based on alternatives of common effect, fixed effect, and random effect. Results: The study concludes that for the independent variable DER, the best model is REM, while for the GPM variable, the best model is FEM, and for the NPM variable, the best model is CEM. Furthermore, the significant test results show that CSR significantly reduces DER, while CSR also has a significant impact on financial performance in generating both gross profit and net profit relative to sales.Recommendation: Based on the research findings, it shows that CSR contributes to financial performance, making it easier for companies to attract investors to further develop the company and provide benefits for stakeholders
The Mediating Role of Customer Service in the Relationship between Price and Internet Speed on Customer Satisfaction
Customer satisfaction in internet services is a critical factor in maintaining user loyalty, especially for major service providers like Indihome. Despite offering a wide range of packages with varied prices and internet speeds, Indihome continues to face customer dissatisfaction due to discrepancies between expectations and actual service quality, primarily regarding perceived high prices and inconsistent internet speeds. Additionally, customer service frequently becomes a focal point of complaints, with issues related to delayed responses and inadequate problem-solving, further exacerbating the dissatisfaction when service quality does not meet expectations. This study aims to investigate the impact of pricing and internet speed on customer satisfaction, with customer service functioning as a mediating variable. Adopting a quantitative research approach, this study utilizes a survey method to collect data from Indihome users who have been subscribed for over a year. The data were analyzed using Structural Equation Modeling (SEM) with Partial Least Squares (PLS-SEM) to evaluate the relationships among variables. The findings indicate that both pricing and internet speed have a significant and positive effect on customer satisfaction, while customer service plays a mediating role that strengthens these relationships. The results highlight the importance of customer service quality in mitigating the negative perceptions associated with high prices and unstable internet speeds. The study contributes to the theoretical understanding of customer satisfaction by incorporating customer service as a mediating factor and offers practical implications for service providers to enhance user experience through improved customer support mechanisms.
Economic Evaluation of Cardiovascular and Diabetes Prevention in Primary Care: A Systematic Review
Cardiovascular disease (CVD) and diabetes are major contributors to global morbidity and mortality. Prevention programs implemented in primary care settings—such as the WHO HEARTS initiative and lifestyle-based diabetes interventions—have gained attention for their potential clinical and economic impact. To systematically review economic evaluations of cardiovascular and diabetes prevention programs delivered in primary health care, focusing on cost-related outcomes and economic value. A systematic search of PubMed, Scopus, and ScienceDirect identified studies published from 2016 to 2025 that reported economic outcomes of CVD or diabetes prevention interventions in primary or community healthcare. Data extracted included intervention types, cost estimates, quality-adjusted life years (QALYs), incremental cost-effectiveness ratios (ICERs), and cost drivers. Study quality was assessed using the CHEERS checklist. Twelve studies met inclusion criteria. Most demonstrated favorable cost-effectiveness, with ICERs ranging from USD 105 to USD 14,011 per QALY. Integrated programs addressing both hypertension and diabetes were generally more cost-efficient. Medications, diagnostics, and human resources were the primary cost drivers. Economic evaluations indicate that preventive interventions for CVD and diabetes in primary care are cost-effective across various health system contexts. Scalable models like HEARTS, when adapted locally, can support both health impact and efficient resource use
Driving Customer Loyalty through Product and Digital Service Quality: The Mediating Role of Satisfaction in PLN Mobile
This study explores the impact of product quality and digital service quality on customer loyalty, with customer satisfaction as an intervening variable, focusing on PT. PLN (Persero) UP3 Cikupa in Tangerang Regency. In an era marked by rapid digital transformation, the adoption of digital services like PLN Mobile, a mobile application introduced by PLN in 2016, has significantly impacted how the company interacts with its customers. This research aims to understand how product quality and digital services influence customer satisfaction and, subsequently, their loyalty to the company. A quantitative approach was used, involving the collection of primary data through questionnaires distributed to 100 respondents who were users of PLN Mobile in the study area. The study applies multiple regression analysis to test the relationship between the variables. The results indicate that both product quality and digital service quality have a significant positive impact on customer satisfaction. Furthermore, customer satisfaction acts as a mediator between these factors and customer loyalty. It was found that improvements in the quality of PLN Mobile's product features, usability, and service reliability directly enhance customer satisfaction, which in turn fosters customer loyalty. These findings highlight the importance of continuously improving digital products and services to maintain long-term customer relationships and enhance competitive advantage in the utility sector. Additionally, the research underscores the significance of integrating customer feedback and maintaining high service standards in digital platforms to meet the evolving expectations of customers in the digital age. This study contributes valuable insights into the strategic management of digital service quality and customer satisfaction in the energy sector, providing recommendations for PLN (Persero) to refine its service offerings and enhance customer loyalty.
The Effect of Management, Motivation, and Discipline Implementation on Employee Job Satisfaction: A Survey at The Indonesian Public Health Center
Health services provided by community health center employees can run optimally if they are supported by good management, employee work motivation, job satisfaction, and high discipline so that they can improve employee performance. This type of research is quantitative and has a descriptive analysis approach. The sample was 48 Community Health Center employees obtained using a total sampling technique. Data was collected by questionnaire and then analyzed by multiple linear regression using SPSS 25.0 software. The research results showed that the implementation of BLUD (The Regional Public Service Agency) service management, work motivation, work discipline and job satisfaction were in the high category. The results of statistical tests obtained the BLUD management service variable with a coefficient of 0.368 and ap value of 0.000, motivation with a coefficient of 0.395 and ap value of 0.001, and work discipline with a coefficient of 0.007 and ap value of 0.007, so it can be concluded that these three variables have an influence on job satisfaction. The BLUD management variables, motivation and discipline together influence employee job satisfaction at the Sukahening Tasikmalaya Community Health Center with ap value of 0.000.
The Influence of Social Media Marketing Activities, Brand Equity, and Celebrity Endorsement on Purchase Intention for Coffee Beverages on Instagram
In today's era of globalization, business competition to attract consumer purchase interest has intensified, particularly among coffee beverage products on social media. This study was conducted to examine the influence of Social Media Marketing Activities, Brand Equity, Celebrity Endorsement on Purchase Intention for Fore Coffee products on Instagram. This research uses a quantitative method with SPSS software. The respondents in this study are consumers who have consumed beverages from Fore Coffee at least twice in the past month, with a total of 115 respondents. The data collection technique used in this study was a questionnaire distributed via Google Form. The results of this study found that Social Media Marketing Activities have a positive and significant influence on Purchase Intention, Brand Equity has a positive and significant influence on Purchase Intention, and Celebrity Endorsement also has a positive and significant influence on Purchase Intention. Furthermore, Social Media Marketing Activities, Brand Equity, and Celebrity Endorsement collectively have a positive and significant influence on Purchase Intention for Fore Coffee products on Instagram.
Market Opportunity and Consumer Preferences Analysis for Sawo (Manilkara zapota L.) Product Diversification as a Local Agribusiness in Angkola Muaratais District
This study aims to identify the potential for diversification of products from sapodilla fruit (Manilkara zapota L) that need optimally utilized and have high market opportunities in Angkola Muaratais District. Using a descriptive qualitative approach supported by quantitative analysis, this research involved 42 respondents: farmers, workers, SME entrepreneurs, and consumers. Data were collected through in-depth interviews, structured questionnaires, and participatory observation, followed by mixed-method analysis, including product evaluation matrix and market feasibility analysis. Results show three main potential products with significant development opportunities. Premium sapodilla syrup shows the highest potential (score 4.24/5.0), followed by variant sapodilla chips (4.08/5.0) and natural sapodilla jam (3.92/5.0). Market segmentation analysis identifies three main consumer segments: health-conscious (35%), convenience seekers (40%), and traditional value seekers (25%). Digital market penetration projections indicate significant growth potential, reaching 85% through social media and e-commerce channels within six months. Product evaluation reveals that premium sapodilla syrup excels in raw material availability (4.5/5.0) and shelf life (4.5/5.0), while variant sapodilla chips show highest market interest (4.5/5.0) and value addition potential (4.5/5.0). The study indicates substantial market potential with a Total Available Market of 150,000 consumers and a Serviceable Obtainable Market of 15,000 consumers, projecting 15-20% annual market growth. The findings contribute to understanding critical factors in local resource-based product development and support the Green Economy theory regarding sustainable value addition in local economic development. This research provides practical implications for product development strategies and policy recommendations for supporting the sapodilla processing industry at the regional level.
The Measuring Health Clinic Success: A Balanced Scorecard Approach to Improve Performance and Service
A health clinic is a primary healthcare facility (PHF) that provides health services with organized professional staff and comprehensive medical facilities to deliver continuous care, including diagnosis and treatment of patients' illnesses. As a service company in the healthcare sector, this clinic plays an important role in providing medical services to the community. This study aims to evaluate the performance of a Health Clinic using the Balanced Scorecard (BSC) approach. Within the BSC framework, there are four main perspectives used to assess performance: 1) Financial Perspective; 2) Customer Perspective; 3) Internal Business Processes Perspective; and 4) Growth and Learning Perspective. The type of research conducted is descriptive qualitative, with primary and secondary data sources collected from 2021 to 2023. The use of BSC in this study is expected to provide knowledge management, skills, and systems that support the development of employee creativity and management, thereby increasing efficiency, consistency, and timeliness in service delivery. As a result, the services provided can offer benefits and improve customer satisfaction, ultimately contributing to increased company profits. The research findings indicate that the clinic's performance across the four perspectives shows varied results: the financial perspective, with indicators such as ROI and Debt to Asset Ratio, shows suboptimal results; the customer perspective, with customer acquisition indicators, shows good results, but customer satisfaction levels are still lacking; the internal business process perspective indicates that outpatient waiting times are still insufficient, while emergency department waiting times are rated good; and the growth and learning perspective shows positive results in employee retention and productivity.
Enhancing Innovation and Creativity as Key Drivers of Organizational Culture among Private University Lecturers
Private Higher Education Institutions (PTS) play a strategic role in developing superior human resources in Indonesia. However, the main challenge faced is the lack of integration of character values ​​and multiculturalism in the organizational culture of lecturers, which impacts weak academic innovation and creativity. To address this challenge, the government issued Permendikbud No. 12 of 2022 as a regulation emphasizing the importance of character development and multicultural education in higher education environments. This study aims to analyze the implementation of this regulation in developing an organizational culture for lecturers in PTS that supports a collaborative, innovative, and integrative work climate. The study used a descriptive qualitative approach with data collection techniques including in-depth interviews, observations, and documentation studies conducted at Esa Unggul University. Data were analyzed using thematic analysis using the Miles & Huberman model. The results show that the implementation of Permendikbud No. 12 of 2022 still faces obstacles such as resistance to change, low lecturer understanding, and limited structural and leadership support. However, character values ​​such as integrity and responsibility, as well as multicultural awareness, can act as catalysts for the formation of an organizational culture that encourages innovation and cross-cultural collaboration. An organizational culture built on a foundation of character values ​​and multiculturalism has been shown to increase lecturers' motivation, productivity, and adaptability in facing global dynamics. These findings provide strategic recommendations for private university leaders to strengthen transformative leadership, design ongoing training, and develop internal policies based on national regulations.
Risk Management in Strategic Decision Making: A Case Study of Culinary MSME’s in Surabaya
This research aims to get a better understanding of how small and medium-sized enterprises (SMEs) in Surabaya's food sector are incorporating risk management into their strategic decision-making processes. Even though they have already had a significant impact on Indonesia's economy, these culinary MSMEs face several financial, operational, and commercial challenges that might hinder their continued success in the future. Thus, a qualitative case study was conducted on five food-related MSMEs situated in Surabaya that had just undergone strategic changes. Based on in-depth interviews and participatory observation, the data was analyzed using theme coding and risk matrices according to ISO 31000 (2018). The analysis found that the two biggest operational risks are supply delays and being too reliant on vendors. Financial risk comes from fluctuations in prices, whereas market risk is characterized by variations in consumer preference. In response to these challenges, MSMEs have turned to digitalization, menu expansion, partnerships with local suppliers, and pre-order systems, among other strategies. Through enhancing corporate resilience, these strategies demonstrate a realistic and systematic application of risk management ideas. To bridge the gap between theory and practice regarding risk management implementation among MSMEs situated in urban regions, the study's results may be used by policymakers and business development programs to construct risk-aware support mechanisms. In the end, it proves that even tiny businesses with little resources can benefit greatly from organized risk analysis when making strategic choices.
Religion, Halal Logo, Extrinsic Halal Awareness in Influencing Muslim Attitudes Towards Halal Food
The research aims to analyze religious awareness and halal logos against extrinsic halal awareness and attitudes. Variable research consists of variable endogenous attitudes and extrinsic halal awareness as well as variable exogenous religiosity, and halal logo. The type of research is quantitative with a perverted instrument using the Likert scale. The study population was a Muslim community with a sample count of 161 with sampling techniques being judgment sampling. The analysis tool used is SEM AMOS. The results of the study are that consumer religion has a negative and insignificant influence on extrinsic halal awareness, a halal logo has a positive and significant influence on halal awareness, extrinsic religion has a positive and significant influence on attitudes. halal logos have a positive and significant influence on attitudes. extrinsic halal awareness has no significant and positive influence on attitudes
The Influence of Perceived Value and Brand Image on Customer Citizenship Behavior is Mediated by Customer Loyalty
The dynamics of contemporary business competition require companies to understand consumer behavior, which is not only limited to purchasing activities, but also extends to active participation in supporting brands through customer citizenship behavior. Previous research has shown that perceived value and brand image play important antecedents in shaping customer loyalty, but the mechanism by which these two variables influence customer citizenship behavior through loyalty mediation still requires further investigation. This study aims to analyze the influence of perceived value and brand image on customer citizenship behavior with customer loyalty as a mediating variable. The research method used a quantitative design with an explanatory research approach and a purposive sampling technique on 35 respondents who met the research criteria. Data were collected through a structured questionnaire using a 5-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0 software. The results showed that perceived value had a positive and significant effect on customer citizenship behavior (β = 0.287, p < 0.05), while brand image had no significant effect (β = 0.231, p > 0.05). Both antecedent variables were shown to have a significant effect on customer loyalty, with perceived value showing a stronger influence (β = 0.456) than brand image (β = 0.318). Customer loyalty partially mediated the relationship between perceived value and customer citizenship behavior (β = 0.177, p < 0.05), but did not mediate the relationship between brand image and customer citizenship behavior. The research model was able to explain 65.1% of the variability in customer citizenship behavior. The study concluded that companies need to prioritize increasing perceived value through strategies that focus on superior product quality and excellent customer service to encourage customer citizenship behavior, as well as developing comprehensive loyalty programs to strengthen long-term relationships with consumers.
Dynamic Capability on Business Performance through Ambidextrous Innovation in The Coffee Business
Objectives: In the context of rising global competition and shifting consumer demands, coffee enterprises face increasing pressure to innovate while maintaining consistent business performance. This study investigates the role of dynamic capabilities in enhancing business performance through the mediating mechanism of ambidextrous innovation within the Indonesian coffee industry. Methodology: Adopting a quantitative, explanatory research design, the study collected primary data from 362 decision-makers representing various types of coffee businesses, including cafés, roasteries, and producers. Using structural equation modeling with Partial Least Squares (PLS-SEM), the study tested both direct and indirect relationships among dynamic capabilities, ambidextrous innovation, and business performance. Finding: The findings reveal that dynamic capabilities—specifically sensing, seizing, and reconfiguring—positively influence both exploitative and explorative innovation strategies, which in turn significantly improve multiple dimensions of business performance. Moreover, ambidextrous innovation was found to partially mediate the relationship between dynamic capabilities and performance outcomes, underscoring its strategic importance in resource-constrained environments. The study contributes to the theoretical development of dynamic capabilities and innovation management by extending the application of Conservation of Resources (COR) Theory to the context of small and medium-sized enterprises in emerging markets. Conclusion: It also offers practical insights for managers and policymakers seeking to foster innovation-driven growth in the agri-food and service sectors.
Motivation, Engagement, and Work-Life Balance: Key Drivers of Employee Performance at An Indonesian Bank
This study investigates the effects of work engagement, work motivation, and work-life balance on employee performance at Bank X. Utilizing Structural Equation Modeling (SEM) and Partial Least Squares (PLS), the research reveals that work motivation significantly and positively influences employee performance, indicating that higher motivation leads to better job performance. Conversely, while work engagement demonstrates a positive correlation with performance, its effect is statistically insignificant, suggesting that merely enhancing engagement is insufficient without supportive factors such as motivation and a conducive work environment. Additionally, work-life balance positively impacts performance, yet this is also not statistically significant, highlighting the need for improved implementation of work-life balance policies. Overall, the findings emphasize the interconnectedness of motivation, engagement, and work-life balance in enhancing employee productivity. The study provides actionable recommendations for Bank X, including the development of motivational programs, the implementation of flexible work policies, and the establishment of a positive organizational culture. By adopting these strategies, Bank X can foster a more productive and satisfying work environment, ultimately enhancing overall employee performance.
The Influence of Risk Perception, Trust, and Perceived Benefits and The Decision to Use QRIS in MSMEs in Bangli Regency
Technological advances have brought digital payment innovations such as QRIS that provide efficiency for Micro, Small, and Medium Enterprises (MSMEs). However, in Bangli Regency, the level of use of QRIS in buying and selling transactions and other transactions. is still the lowest compared to other areas in Bali. This study aims to analyze the influence of Perception of Trust Risk and Perception of Benefits on the Decision to Use QRIS simultaneously and partially in MSMEs in Bangli Regency. The research method is associative with a quantitative approach. The population used in this study is all MSMEs in Bangli Regency that have not used the QRIS digital payment method, which is as many as 340 MSMEs. The sample was determined using the random sampling method, so that 77 respondents were obtained as samples. Using data analysis methods are multiple linear regression analysis, determination analysis, t-test (partial), and f-test (simultaneous) using SPSS 25 software. The results of the study show that simultaneously Risk Perception, Trust, and Benefit Perception have a significant effect on the decision to use QRIS. Partially, Risk Perception has a significant negative effect, while Trust and Benefit Perception have a significant positive effect on the decision to use QRIS in MSMEs in Bangli Regency.
Implementation of Application Based Audits to Increase Auditor Effectiveness in Detecting Fraud
Fraud in the business world is a major problem that can undermine auditor credibility and reduce the quality of financial reports. Auditors are required to be able to detect indications of fraud more accurately, but the limitations of traditional methods often make fraud detection less than optimal. Digital transformation in audit practice, through the implementation of simple applications, presents new opportunities. This study aims to analyze the role of application-based auditing on auditor effectiveness in detecting fraud. Primary data was obtained from 60 auditors from Public Accounting Firms (KAP) in Central Java with a minimum experience of three years. Data analysis was conducted using descriptive statistics, instrument testing, classical assumption tests, and simple linear regression. The results show that the application of application-based auditing has a positive and significant effect on auditor effectiveness in detecting fraud. This study emphasizes the importance of utilizing digital audit technology to improve audit quality. Recommendations for further research include expanding the audit sample by expanding the research area and adding variables such as auditor competence, ethics, and independence.
Enhance Customer Satisfaction in An Indonesian Cargo Service Company
This study aims to determine a more appropriate marketing strategy at PT. Amanah Cargo Jaya Mandiri in order to increase customer satisfaction. The method used in this study is a qualitative method with IFE, EFE, IE, and SWOT (Strength, Weakness, Opportunities, Threats) analysis.The results of the study indicate that the marketing strategy implemented by PT. Amanah Cargo Jaya Mandiri is able to increase customer satisfaction but additional strategies are needed to increase customer satisfaction. PT. Amanah Cargo Jaya Mandiri is in a good position, has opportunities, and is able to continue to expand and provide better services in order to increase customer satisfaction and increase growth in order to obtain maximum profit.
Enhancing Employee Performance Through Organizational Climate and Job Satisfaction: Evidence from a Private University
Employees play an important role in determining organizational success. A positive organizational climate and high job satisfaction are expected to improve employee performance and support organizational growth. This study aims to analyze the influence of organizational climate on employee performance with job satisfaction as a mediating variable. The research was conducted on non-academic employees at a private university “X”. The sample consisted of 50 employees with a minimum working period of 20 years, selected using purposive sampling techniques. Data were analyzed using Structural Equation Modeling (SEM) with AMOS 16.0 to examine the mediating role of job satisfaction.The results show that organizational climate has a significant effect on employee performance (p = 0.000). Job satisfaction also significantly affects employee performance (p = 0.000). However, organizational climate does not significantly influence job satisfaction (p = 0.154), and job satisfaction is not able to mediate the relationship between organizational climate and employee performance (p = 0.214). These findings indicate that improving organizational climate directly contributes to better employee performance, while job satisfaction does not function as an intervening variable in this relationship. The study highlights the importance of creating a supportive organizational climate to enhance employee performance in higher education institutions.
The Role of E-WOM Credibility and Online Engagement in Shaping Online Purchase Intention: An Empirical Study
This study aims to analyze the influence of electronic word of mouth (eWOM) credibility and online engagement intentions on online purchase intentions among e-commerce consumers in Indonesia. This study uses a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis techniques. Respondents totaled 198 people who were selected purposively, with the criteria of active social media users and having made e-commerce transactions in the last three months. The results show that eWOM credibility and online engagement intentions have a positive and significant effect on online purchase intentions. This research contributes to the development of digital marketing strategies and enriches the literature on consumer behavior in the digital context.