KINERJA

The Effect of Communication Effectiveness and Service Excellence in Achieving Customer Intimacy: Customer Knowledge as Moderating

Nimas Dewi Lestari — 2025-03-20

Customer intimacy is a business strategy that is implemented by giving high attention to the strategy of marketing relationships. In the long term, customer intimacy can positively impact a company. There are several ways to increase customer intimacy. Some of them are through effective communication, service excellence, and customer knowledge. Bank Syariah Indonesia is one of the banks that implement a service excellence strategy for customers, and even Bank Syariah Indonesia has won awards in the field of service excellence. The purpose of this survey is to determine the effect of effective communication and service excellence in increasing customer intimacy through the moderating of variable customer knowledge. This research uses quantitative methods. Sampling in this study used snowball sampling techniques, with a total sample of 100 customers. The results of this study indicate that communication effectiveness and service excellence have a significant effect on increasing customer intimacy, and communication effectiveness has no effect on customer intimacy with variable moderation customer knowledge, and service excellence has a significant positive effect on increasing customer intimacy with moderation variable customer knowledge. This research is expected to provide benefits for various parties in improving the quality of interaction between banks and customers, to create closer and more sustainable relationships, emphasizing the need to implement service excellence to create a positive customer experience and increase loyalty, and optimizing the use of customer knowledge to adjust service and communication strategies to suit customer needs better.

Strategic Factors that Influence the Decision to Purchase Running Sportswear in Indonesia

Daniel Joel Immanuel Kairupan — 2025-03-20

Based on the National Survey of the Central Statistics Agency (Susenas BPS), running is the majority sport preferred by 41.45% of respondents. Interest in running as a sporting activity continues to increase in society, creating an atmosphere supporting the running community's growth. Social aspects, health, and lifestyle trends are several factors that influence this development. Based on several previous studies, several of these things affect the decision to purchase running sportswear. So, this research examines the purchasing decision of running sportswear with a sample of running enthusiasts in Indonesia.

The respondents of this research are running enthusiasts in Indonesia. Data collection was carried out by distributing questionnaires online. The statistical tool used is Smart Partial Least Square (SmartPLS 3.0). The results show that purchase decisions are influenced by several factors, namely reference groups, lifestyle, and consumer preferences. The results obtained can be used by running sportswear companies to pay more attention to marketing strategies by always adapting to the dynamics of the times, including understanding market trends, changes in consumer behavior, and new technologies that may impact marketing strategies.

Do Satisfaction and Variety Seeking Tendency Affect Revisit Intention in Local Coffee Shop Chain?

Hilman Madani Tirus — 2025-03-20

The purpose of this study was to provide an insight into the crucial antecedents of customer satisfaction and revisit intention in the context of local coffee shop chain customers in Malang City. Studies on customer satisfaction and revisit intention have been conducted extensively by previous researchers. However, this study addresses existing gaps by identifying specific antecedents of customer satisfaction (service quality, atmosphere, and convenience) and revisit intention (customer satisfaction and variety seeking tendency), and analyzing their relationships within a single structural equation model. The type of research used is explanatory research using a quantitative approach. The population of this study were customers of the local coffee shop chain in Malang City. The sampling technique in this study was non-probability sampling using purposive sampling. The sample used in this study amounted to 232 respondents. The analysis method used is the Structural Equation Model based on Partial Least Square (SEM-PLS). The results of this study indicate that service quality and atmosphere affect customer satisfaction. While convenience has no effect on customer satisfaction. Customer satisfaction and variety seeking tendency affect revisit intention.

Cryptocurrency Contagion: How Does It Differ From the Commodity Contagion?

Rangga Handika — 2025-03-20

Given the recent substantial increase in market capitalization of bitcoin (BTC) and oil, both of them are considered alternative investments and could affect the traditional financial markets. This study compares the contagions between bitcoin (BTC) and oil to major American, European, and Asian equity markets. The contagion analysis follows the procedures from Forbes and Rigobon (2002) in analyzing the jumps in the correlation coefficients and suggests a new idea by extracting and evaluating the idiosyncratic components. The idiosyncratic part refers to the unique series after filtering the common/global part. Analyzing this part allows us to prevent bias due to global factors. This novelty analysis extends previous studies by filtering the common factor. Thus, allowing us to thoroughly investigate specific country. Using the daily return series from January 1, 2016, to January 1, 2024 (downloaded from the investing website), I document that both BTC and oil transmit contagion to the major equity markets, albeit in different directions. BTC (oil) tends to trigger positive (negative) contagion. The results are consistent regardless of whether the daily return or idiosyncratic series are used and when the correlations are adjusted for heteroskedasticity.

Enhancing Sustainable Transparency: A Content Analysis of Sustainability Reporting in Financial vs. Non-financial Sectors

Anggreni Dian Kurniawati — 2025-03-20

Sustainability reporting is becoming increasingly important for companies across various industries due to the growing awareness of sustainability issues and the stakeholders demand for sustainability performance information. However, sustainability reporting practices might differ throughout industries due to their specific characteristics. This study aims to compare sustainable reporting practices in financial and non-financial industries. A descriptive qualitative approach using secondary data is chosen in which the 2022 sustainability report was produced by the top ten financial and non-financial companies listed on the Indonesia Stock Exchange. This study uses content analysis with Landrum model categories and keyword frequency to evaluate the transparency levels of financial and non-financial industries’ sustainability reporting. The findings reveal that financial industries disclose more about the environment or ecology than non-financial industries that are more business- centered. The results of this study contribute to companies improving sustainable reporting practices and helping stakeholders understand sustainability information reported by companies in different industries so that they can make better decisions.

Social Media and Market Orientation in SMEs Performance: Competitive Advantage as Mediating Factor

Gilbert Johan Martin Sinaga — 2025-03-20

This research aims to examine the effect of social media and market orientation on SME performance mediated by competitive advantage in Riau Province. The novelty of this research, namely the use of the competitive advantage variable as an intervening variable, is still rarely studied in SMEs in Indonesia, and several previous studies have also shown a research gap. The population used in this research is SMEs in Riau Province. The sample in this research is 400 SMEs that were in accordance with predetermined criteria. The data used in this research are primary data with a questionnaire as the instrument. In addition, data collection in this research uses purposive sampling, where the number of respondents is 400. Data analysis uses Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with SmartPLS 4.0 software. The results obtained are (1) social media, market orientation, and competitive advantage have a significant effect on SME performance; (2) social media and market orientation have a significant effect on competitive advantage; (3) competitive advantage is significantly able to mediate the effect of social media on SME performance; (4) competitive advantage is not able to mediate the effect of market orientation on SME performance.

Exploring the Pathways to Engagement: The Role of Psychological Climate, Gratitude, and Self-Efficacy in Small Business Contexts

Martinus Parnawa Putranta — 2025-03-20

This study explores the relationship between psychological climate and work engagement, focusing on the mediating roles of gratitude and general self-efficacy in small business contexts. Data were collected from 180 employees working in small businesses in two cities in Central Java through an online questionnaire. Respondents were selected using a purposive sampling technique to ensure relevant work experience. Structural Equation Modeling (SEM) with Partial Least Squares (PLS) was employed to analyze the data. The results revealed that the direct influence of psychological climate on work engagement was not supported. However, the findings underscore the significant mediating roles of gratitude and general self-efficacy. Gratitude amplifies emotional connection, while general self-efficacy fosters confidence translating a positive psychological climate into greater work engagement. These findings highlight the importance of internal psychological mechanisms in driving employee engagement in small businesses. The study suggests that managers should focus on creating a supportive workplace climate while fostering gratitude and self-efficacy through targeted interventions. These strategies could help small businesses enhance employee engagement, even in resource-constrained environments. Future research could explore additional mediators and longitudinal effects to deepen the understanding of these relationships.

Personal Values as a Proponent of Intention for Socially Responsible Investment

Bagas Adi Prakoso — 2025-03-20

Historically, investors have only viewed investments conventionally without looking at their behaviors. The intention formed by an individual will occur through attitude. As in the investment world, investors will intend to invest when there is a drive. The encouragement is formed through the values held by the investor. The evolution of the investment world makes investors not only see an investment conventionally, namely by looking at profit and loss, but also in terms of investors' financial behavior. Therefore, this study will explore the relationship between collectivism, materialism, and environmental attitude towards socially responsible investment (SRI). In addition, this study will also look at the relationship between attitude towards SRI and investor’s intention to invest in SRI. This research uses the PLS-SEM method with five latent variables mentioned earlier. The result of this study indicates a positive effect of attitude towards SRI on investment intention in SRI. In addition, environmental attitude shows a significant influence on attitude towards SRI. These findings suggest that companies can increase awareness of environmental issues to gain investor interest and build investor confidence to invest in the company.