Growth: Journal Management and Business

Product Ratings and Online Reviews as Drivers of Purchase Decisions on TikTok Shop

2026-08-10T15:47:59+00:00

This study aims to examine the influence of Online Customer Reviews and Product Ratings on purchasing decisions in the TikTok Shop Marketplace among consumers in Karanganyar Village. The research employed a quantitative approach with an explanatory research design. The population consisted of residents of Karanganyar Village who had previously purchased products through TikTok Shop, while the sample comprised 96 respondents selected using purposive sampling. Data were collected through a five-point Likert-scale questionnaire. The research instruments met the validity and reliability requirements, and the data were analyzed using multiple linear regression with IBM SPSS Statistics. The findings reveal that Online Customer Reviews do not have a significant effect on purchasing decisions, with a significance value of 0.284 (>0.05). In contrast, Product Ratings have a positive and significant effect on purchasing decisions, with a significance value of 0.000 (<0.05). Simultaneously, Online Customer Reviews and Product Ratings significantly influence purchasing decisions, as indicated by an F-value of 40.008 and a significance level of 0.000. The coefficient of determination (R²) of 0.462 indicates that both independent variables explain 46.2% of the variation in purchasing decisions, while the remaining 53.8% is influenced by other factors outside the research model. These findings suggest that consumers on TikTok Shop rely more heavily on product ratings than customer reviews when making purchasing decisions.

The Effect of LMS-Based Hybrid Learning on Seafarer Upgrading Training Participants' Satisfaction through Technology Acceptance and Digital Literacy at BP2TL Jakarta

2026-09-01T16:31:48+00:00

This study aims to analyze the effect of implementing Learning Management System (LMS)-based hybrid learning on the satisfaction of Level III, IV, and V seafarer upgrading training participants at the Jakarta Sea Transportation Education and Training Center (BP2TL Jakarta), with technology acceptance and digital literacy as mediating variables. This study uses a quantitative approach with an explanatory research design. The research population consisted of 172 participants divided into the Nautical Officer and Marine Engineering programs at Levels III, IV, and V. The sample was determined using a stratified random sampling technique based on the criteria of Hair et al. (2021), with a minimum of 150 respondents, and 163 valid questionnaires were successfully collected. Data were analyzed using the Structural Equation Modeling–Partial Least Square (SEM-PLS) method with the help of SmartPLS software. The results show that the implementation of LMS-based hybrid learning has a positive and significant effect on technology acceptance, digital literacy, and training participants' satisfaction. Digital literacy was also proven to have a positive and significant effect on training participants' satisfaction, while technology acceptance had no significant effect on training participants' satisfaction. The mediation analysis further shows that digital literacy significantly mediates the relationship between LMS-based hybrid learning and training participants' satisfaction, whereas technology acceptance does not demonstrate a significant mediating role. This pattern indicates that digital literacy provides a partial mediation mechanism because LMS-based hybrid learning remains directly associated with training participant satisfaction. These findings indicate that the success of LMS-based learning is not only determined by participants' acceptance of technology but is more determined by participants' ability to effectively utilize digital technology to support the learning process. This study implies that BP2TL Jakarta needs to continue improving the quality of its LMS, strengthening participants' digital literacy, and developing a more flexible, interactive hybrid learning model that suits the needs of seafarer training participants.

From Communication to Customer Relationships: Customer Relation Officer Practices in Educational Services

2026-08-20T09:09:14+00:00

Competition in the educational services sector requires tutoring institutions to move beyond academic provision alone and to cultivate sustained relationships with customers. Within this context, the Customer Relation Officer (CRO) occupies a strategic position in managing customer communication. This study examines the communication strategy employed by the CRO in building customer loyalty at CV IBSI EDUTAMA. A qualitative case study approach was used, with data gathered through observation, in-depth interviews, and documentation involving 33 informants: 13 internal actors engaged in the company's service and communication functions, and 20 customers comprising parents and students. Data were analyzed through organization, reduction, thematic categorization, presentation, interpretation, and conclusion drawing, with credibility strengthened through source and technique triangulation. The findings show that the CRO's communication strategy relies on multichannel communication through WhatsApp, Instagram, and face-to-face interaction, and rests on three core elements: hospitality, clarity, and problem solving. Hospitality is expressed through friendliness, attentiveness, and a consultative approach; clarity through accurate and consistent information supported by coordination with the academic team; and problem solving through responsive handling of complaints followed by structured follow-up. Interviews further indicate that customer loyalty is reflected in trust (90%), renewed use of services (100%), willingness to recommend (85%), and commitment to the relationship (100%). These results demonstrate that CRO communication functions not merely as an information channel but as an instrument of relationship management that sustains long-term customer loyalty, thereby extending customer-relations communication research to the context of tutoring services characterized by continuous interactions among educational institutions, parents, and students.

Unlocking Students’ E-Wallet Adoption: The Roles of Service Features, Security, and Ease of Use

2026-08-10T16:04:24+00:00

The rapid advancement of financial technology (fintech) has accelerated the adoption of electronic wallets (e-wallets) as one of the most widely used digital payment instruments among university students. However, users' intention to adopt e-wallets is influenced by various factors related to service quality and application characteristics. This study aims to examine the effects of service features, security, and perceived ease of use on the intention to use e-wallets among students of Universitas Nurul Jadid. This research employed a quantitative approach with an associative research design. Primary data were collected through questionnaires distributed to 246 respondents selected using a purposive sampling technique. Data were analyzed using multiple linear regression with the assistance of SPSS software, following validity, reliability, and classical assumption tests. The results indicate that, partially, service features (t = 6.499; p < 0.001), security (t = 5.917; p < 0.001), and perceived ease of use (t = 3.277; p = 0.001) have a positive and significant effect on the intention to use e-wallets. Simultaneously, the three independent variables also have a significant effect on the intention to use e-wallets, with an F-value of 227.544 (p < 0.001). Furthermore, the coefficient of determination (R²) of 0.738 indicates that 73.8% of the variance in e-wallet usage intention can be explained by service features, security, and perceived ease of use, while the remaining 26.2% is explained by other factors outside the proposed model. These findings suggest that improving service features, strengthening security systems, and enhancing application usability are essential strategies for increasing university students' intention to adopt e-wallets as a digital payment method. The study contributes to the digital payment adoption literature by demonstrating that technology-related convenience alone is insufficient to explain adoption intention and that functional service features and perceived security should be considered alongside ease of use when explaining e-wallet acceptance among university students.

The Effect of Flash Sales and Urgency Marketing on Impulse Buying Through FOMO as a Mediating Variable Among E-Commerce Users in Indonesia

2026-08-28T02:15:41+00:00

This study aims to analyze the effects of flash sales and urgency marketing on impulse buying, both directly and indirectly through Fear of Missing Out (FOMO) as a mediating variable among e-commerce users in Indonesia. This study employed a quantitative approach with an explanatory research design. Data were collected through a survey of 92 e-commerce users selected using purposive sampling, with the inclusion criteria of being at least 17 years old, actively using e-commerce platforms, and having made purchases during flash sale events. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that flash sales have no significant effect on either impulse buying or FOMO. In contrast, urgency marketing has a positive and significant effect on FOMO but does not have a significant direct effect on impulse buying. FOMO has a positive and significant effect on impulse buying. The mediation analysis shows that FOMO does not mediate the relationship between flash sales and impulse buying, whereas FOMO mediates the relationship between urgency marketing and impulse buying while its direct effect on impulse buying is not significant. These findings indicate that impulsive purchasing behavior is more strongly influenced by the psychological mechanism of FOMO triggered by urgency marketing. Theoretically, these findings extend the Stimulus-Organism-Response (S-O-R) framework by distinguishing promotional stimuli that primarily provide economic incentives, such as flash sales, from urgency cues that more directly activate an internal psychological response in the form of FOMO, which subsequently drives impulse buying. The study highlights the importance of urgency-based marketing strategies in e-commerce.

Work Motivation Mediates Organizational Restructuring and Workload Effects on Public Employee Performance

2026-09-03T15:55:37+00:00

Institutional restructuring can improve organizational clarity while simultaneously redistributing tasks and intensifying employee demands. This study examines how organizational restructuring and workload influence employee performance through work motivation among civil servants at the Secretariat General of the Ministry of Transmigration during an institutional transition. A quantitative explanatory design was applied to eligible civil servants selected purposively from the study population. A total of 218 complete and eligible responses were included in the final analysis. Data were collected through an online Likert-scale questionnaire and analyzed using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4. Organizational restructuring had positive effects on employee performance and work motivation, while workload had no significant direct effect on performance but significantly reduced work motivation. Work motivation positively affected employee performance. Mediation analysis showed that work motivation partially and complementarily mediated the relationship between organizational restructuring and performance, while the workload-performance relationship operated through an indirect-only motivational pathway. The findings indicate that structural redesign improves performance when employees experience role clarity, coordinated work processes, and sustained motivation. High workload becomes detrimental when it erodes motivation rather than through an immediate decline in performance. The study contributes by demonstrating that restructuring and workload operate through distinct motivational mechanisms during institutional transition: restructuring strengthens performance both directly and by enhancing motivation, whereas workload primarily undermines performance indirectly through motivational erosion. Public organizations undergoing restructuring should align staffing, task allocation, communication, and employee development with motivational support to maintain performance during transition.

How Information Sources Shape Destination Image and Visit Intention: A PLS-SEM Study of the Meneng Steppe, Mongolia

2026-05-28T03:12:35+00:00

Understanding how destination image is formed and how it influences visit intention is critical for emerging tourism destinations. This study investigates how information sources shape cognitive, affective, and overall destination image, and how these dimensions influence visit intention in the context of the Meneng Steppe, Mongolia. A conceptual model based on destination image theory was tested using data collected from 303 non-visitors through an online survey. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that information sources significantly affect cognitive, affective, and overall image. Cognitive image emerged as the strongest predictor of visit intention, followed by overall and affective image. Mediation analysis confirms that cognitive, affective, and overall image fully mediate the relationship between information sources and visit intention, as indicated by VAF values, meaning that information sources influence visit intention entirely through these destination image dimensions. This study contributes by validating a multi-dimensional destination image framework in an underexplored context and highlights the importance of digital information sources. Practically, the findings suggest prioritizing social media-driven strategies for effective destination branding.

How Is Employee Motivation Sustained in Flexible Work Settings? Hybrid Working and Work From Home as Key Predictors

2026-08-23T07:47:43+00:00

The shift from conventional office-based work to more flexible arrangements such as hybrid working and work from home (WFH) has raised questions about their effect on employee work motivation. This study aims to examine the influence of hybrid working and WFH, both partially and simultaneously, on employee work motivation. A quantitative causal research design was employed, involving 100 employees selected through random sampling from various companies that have implemented hybrid working and/or WFH systems. Data were collected using an online questionnaire and analyzed through validity and reliability testing, classical assumption testing, and multiple linear regression analysis. The results show that hybrid working has a significant positive effect on work motivation (t = 4.229; sig. = 0.000), and WFH also has a significant positive effect on work motivation (t = 3.034; sig. = 0.003). Simultaneously, hybrid working and WFH significantly influence work motivation (F = 20.314; sig. = 0.000), explaining 29.5% of its variance (Adjusted R² = 0.295). These findings indicate that flexible work arrangements, particularly WFH, play a dominant role in enhancing employee motivation by providing greater autonomy and a better work-life balance. Companies are encouraged to design clear policies that balance flexibility with structured communication and support in order to sustain employee motivation and performance within hybrid and remote working environments.

Productivity Practices and Income Strategies among Furniture Workers in Ngadirejo Village

2026-08-18T05:01:36+00:00

This study aims to explore productivity practices and income strategies among furniture workers in Ngadirejo Village, Wonoasri District, Madiun Regency. A descriptive qualitative approach was employed involving 13 informants from three furniture enterprises. Data were collected through observation, interviews, and documentation. The data were analyzed inductively, and triangulation was used to ensure the credibility of the findings. The findings reveal that the productivity practices of furniture workers are reflected in several key themes, including work discipline, technical skills, the timely completion of production targets, work quality, and the availability of adequate equipment. Work discipline and technical skills enable workers to perform their tasks efficiently, while the timely completion of production targets and the maintenance of work quality contribute to sustaining productivity. In addition, the availability of adequate equipment supports the production process and facilitates more efficient work. To maintain and increase their income, furniture workers employ various strategies, particularly by maintaining productivity and product quality, completing production targets on time, and conducting promotional activities to expand market opportunities. These findings provide insights into the productivity practices and income strategies adopted by furniture workers and may serve as a reference for improving productivity and supporting income generation in the furniture sector.

From Perceived Organizational Support to Perceived Organizational Resilience: The Mediating Roles of Employee Engagement and Readiness for Change

2026-09-07T16:56:12+00:00

Manufacturing companies operating in volatile and uncertain environments require the capacity to anticipate, absorb, adapt to, and recover from disruption. This study examines the association between perceived organizational support and perceived organizational resilience, with employee engagement and readiness for change positioned as parallel mediators. Data were collected from 100 permanent employees of manufacturing companies who had at least one year of tenure and direct experience with organizational change or restructuring. Respondents were selected through purposive sampling, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The measurement model demonstrated adequate reliability, convergent validity, and discriminant validity. Perceived organizational support was positively associated with employee engagement (β = 0.541, p < 0.001) and readiness for change (β = 0.617, p < 0.001), while its direct association with perceived organizational resilience was not statistically significant (β = 0.108, p = 0.421). Employee engagement (β = 0.383, p < 0.001) and readiness for change (β = 0.333, p = 0.003) were positively associated with perceived organizational resilience. Both specific indirect paths were significant, establishing an indirect-only mediation pattern. The findings identify two distinct employee-level mechanisms linking perceived organizational support with perceived organizational resilience: engagement in current work roles and readiness to adapt to organizational change. The study contributes to human resource management research by integrating these mechanisms within a single manufacturing-sector model.

Dividend Policy, Debt Policy, and Firm Value: The Moderating Role of Profitability in Indonesian Automotive Firms

2026-08-23T07:44:45+00:00

Company value is one of the main indicators reflecting a company's success in creating shareholder wealth. The decline in firm value in the automotive subsector is indicated by a downward trend in Price to Book Value (PBV), influenced by fluctuations in macroeconomic conditions, increasing production costs, and shifts in consumer preferences toward more efficient and environmentally friendly products. The purpose of this study is to examine the effect of dividend policy and debt policy on firm value, with profitability as a moderating variable. The population consists of companies in the automotive and component subsector listed on the Indonesia Stock Exchange for the period 2017–2024. The sample was selected using a purposive sampling method, resulting in 7 companies observed over eight years, yielding a total of 56 observations. The data used are secondary data obtained from the companies’ financial statements available on the official website www.idx.co.id. The analytical method applied is panel-data regression with Moderated Regression Analysis using EViews 13. The results indicate that dividend policy has no significant effect on firm value, and profitability weakens the relationship between dividend policy and firm value. This suggests that dividends are not the primary indicator used by investors in evaluating company performance. Meanwhile, debt policy has a significant effect on firm value, and profitability strengthens the relationship between debt policy and firm value. This implies that companies with higher profitability are more capable of managing their financial obligations effectively, thereby increasing firm value.

Beyond Appreciation and Sanctions: Reward, Punishment, and Employee Performance in Banking

2026-08-20T09:27:14+00:00

Reward is a form of appreciation provided by a company to recognize employees' work achievements, while punishment refers to sanctions imposed on employees who violate company regulations. These two variables are considered to play a significant role in improving employee performance, thereby enabling organizations to achieve their objectives more effectively. This study aims to analyze the effect of reward and punishment on employee performance at PT Bank UOB Indonesia, Imperium Office, South Jakarta. This study employed a quantitative approach with a causal research design. The research population consisted of all 85 employees of PT Bank UOB Indonesia, Imperium Office, South Jakarta. A saturated sampling technique was applied, in which all members of the population were selected as research respondents. Data were collected through a questionnaire using a five-point Likert scale. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), including the evaluation of the measurement model (outer model), structural model (inner model), and hypothesis testing. The findings indicate that reward has a positive and significant effect on employee performance. The more effective the company's reward system, the higher the level of employee performance. In addition, punishment also has a positive and significant effect on employee performance. The implementation of fair, consistent, and proportionate sanctions enhances employee discipline, which ultimately leads to improved employee performance. The findings imply that companies should implement a balanced reward and punishment system as a strategy to improve employee productivity and support the achievement of organizational goals.

A Comparative Performance Analysis Of Arima, Moving Average, And Exponential Smoothing Methods In Interest Rate Forecasting

2026-09-03T09:34:56+00:00

Forecasting is an important function of operations management, providing a basis for decision-making in the face of uncertainty. This study aims to compare the performance of the Autoregressive Integrated Moving Average (ARIMA), Moving Average (MA), and Exponential Smoothing (ES) methods in forecasting the BI Rate, while also enriching the body of references on the application of forecasting methods in operations management. A comparative quantitative approach was employed using secondary BI Rate data in the form of a time series. The ARIMA model was developed using the Box–Jenkins procedure, while Moving Average and Exponential Smoothing were employed as comparative methods. Forecasting accuracy was evaluated using Mean Absolute Deviation (MAD), Mean Squared Error (MSE), and Mean Absolute Percentage Error (MAPE). The results show that the three-period Moving Average (MA-3) achieved the highest forecasting accuracy, with a MAD of 0.001689, MSE of 0.0000074, and MAPE of 3.415%. Exponential Smoothing with α = 0.25 yielded a MAD of 0.006682, MSE of 0.0000562, and MAPE of 15.101%, whereas ARIMA(1,1,0) produced a MAD of 0.008929, MSE of 0.0000797, and MAPE of 19.971%. These findings indicate that a more complex method does not necessarily produce greater forecasting accuracy. Given the relatively stable characteristics of the BI Rate data, the Moving Average method provided more accurate forecasts than Exponential Smoothing and ARIMA. This study also demonstrates that the application of ARIMA can serve as an alternative approach for enriching the teaching and study of forecasting in the field of operations management.

The Influence of Product Quality and Digital Marketing on Purchase Decisions at Shoe Store Bata Ciledug Branch

2026-09-01T00:04:09+00:00

This study aims to examine the effects of product quality and digital marketing on purchase decisions at Bata Shoe Store, CBD Ciledug Branch, both partially and simultaneously. This research employed a quantitative method with an associative approach. The population consisted of 122 consumers who made purchases at the store during December 2025. Using the Slovin formula, a sample of 55 respondents was selected. Data were collected through Likert-scale questionnaires, observations, and interviews, and analyzed using validity and reliability tests, classical assumption tests, multiple linear regression, correlation analysis, coefficient of determination, t-tests, and F-tests. The results show that product quality significantly affects purchase decisions (t = 3.882, p < 0.001), while digital marketing also has a significant effect (t = 4.607, p < 0.001). Simultaneously, product quality and digital marketing significantly explain purchase decisions (F = 71.719, p < 0.001), with an R² of 0.734, indicating that the two variables explain 73.4% of the variation in purchase decisions. These findings suggest that purchase decisions in the studied footwear retail outlet are shaped by both the value consumers perceive in product quality and their engagement with the store’s digital marketing activities. Therefore, maintaining product quality while strengthening digital marketing can support consumer purchase decisions at Bata Shoe Store, CBD Ciledug Branch.

Do All Marketing Mix Elements Matter Equally? Purchase Decisions and Customer Satisfaction among Generation Z iPhone Consumers in Greater Jakarta

2026-08-06T03:03:43+00:00

This study investigates the effects of the marketing mix dimensions, namely product, price, promotion, and place, on purchase decisions and customer satisfaction. A quantitative research approach was employed using a survey method, involving Generation Z iPhone consumers residing in the Greater Jakarta metropolitan area, Indonesia. Respondents were selected using non-probability purposive sampling, with the principal inclusion criteria being individuals born between 1997 and 2012, residing in Greater Jakarta, and having purchased an iPhone at least once. The study involved 225 respondents. The collected data were analyzed using multiple linear regression with IBM SPSS version 27 to examine the influence of each independent variable on purchase decisions and customer satisfaction. The findings indicate that product, price, promotion, and place have positive and significant effects on customer satisfaction. However, with respect to purchase decisions, only product and price exhibit positive and significant effects, whereas promotion and place do not significantly influence consumers' purchase decisions. Product emerges as the most influential determinant of customer satisfaction and also exerts the strongest influence on purchase decisions among all independent variables. These findings suggest that product quality and appropriate pricing constitute the primary considerations influencing consumers' satisfaction and purchasing decisions. Accordingly, firms should prioritize product value and appropriate pricing while strategically utilizing promotion and distribution to strengthen customer satisfaction.

Implementation of PSAK 241: Recognition, Measurement, and Disclosure of Biological Assets at PT. DSN

2026-08-29T09:59:12+00:00

Agricultural activities produce biological assets consisting of non-bearing plants, bearing plants, and harvested produce in the form of Tandan Buah Segar (TBS), which hold material value in the financial statements of plantation companies. This research aims to analyze the appropriateness of the recognition, measurement, and disclosure of biological assets at PT. DSN East Kalimantan based on Pernyataan Standar Akuntansi Keuangan (PSAK) 241. The research method used is a qualitative method with a descriptive-comparative approach. The research data consisted of secondary data obtained from the financial statements and notes to the financial statements of PT. DSN. The company’s accounting practices were systematically compared with the predetermined requirements of PSAK 241 through descriptive-comparative document analysis. The results of the research indicate that the recognition of biological assets at PT. DSN is in accordance with PSAK 241, whereby biological assets are recognized when the company has control over the assets, there are future economic benefits, and the value of the assets can be measured reliably. Regarding measurement, PT. DSN applies the historical cost method, which is permitted under PSAK 241 when the fair value of biological assets cannot be reliably measured. Furthermore, regarding disclosure, PT. DSN has disclosed the types of biological assets it holds, the classifications of Tanaman Belum Menghasilkan (TBM) and Tanaman Menghasilkan (TM), as well as the measurement basis used in the financial statements.

Determination of Purchasing Decisions Cosmetics Wardah on Generation Z: The Role of Social Media Marketing, Quality Products and Halal Labels

2026-08-30T07:41:50+00:00

Industry national halal cosmetics marked with competition dynamic competitive environment, where preferences and loyalties consumer Generation Z is very volatile as well as prone to shift follow trend beauty abroad, although concern to permanent halal guarantee high. Research This aim For analyze influence social media marketing, quality products, and halal labels for decision purchase product cosmetics Wardah in a way partial and simultaneous. With use approach quantitative associative, population in study This is consumer Active Generation Z in Mataram City digitally. Sample chosen use non-probability purposive sampling method with amount respondents as many as 160 people ( aged 15–29 years ). Criteria respondents covers domiciled in Mataram City, ever use product Wardah, as well as active interact with content beauty Wardah on Instagram and TikTok. Data collected through questionnaire distributed closed Likert scale online and analyzed using assumption tests classic as well as analysis multiple linear regression based on SPSS 25. Test results partial show that social media marketing (b = 0.458, t = 9.523, p < 0.001), quality product (b = 0.375, t = 9.923, p < 0.001), and halal label (b = 0.579, t = 9.286, p < 0.001) have an effect positive and significant to decision purchase, with a halal label as the most dominant determinant. In terms of simultaneous, third variables independent the influential significant (F = 93.276, p < 0.001) and capable explains 63.5% of the variation decision purchase (Adjusted R-Square = 0.635). Study This contribute in a way theoretical in expand application of the Theory of Planned Behavior (TPB) to behavior consumption halal products in the digital era, as well as give contribution managerial for manufacturer cosmetics local For synergize digital promotion strategies with innovation quality product as well as authenticity halal guarantee.

Member Satisfaction in Cooperative Financial Services: The Roles of Internal System Quality, Service Quality, and Trust

2026-08-10T16:07:00+00:00

This study aims to analyze the influence of the quality of the member data management application system, service quality, and member trust on the level of member satisfaction at the Amanah Tongas Credit Union Savings and Loan Cooperative. The study uses a quantitative approach with a causal associative research type. The study population was 2,251 active members, while the sample was 340 respondents determined using the Slovin formula with a simple random sampling technique. Data collection was carried out through distributing questionnaires, observation, and documentation. Data analysis used IBM SPSS Statistics version 26 which included validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, partial tests (t-tests), simultaneous tests (F-tests), and coefficients of determination (R²). The results showed that the quality of the member data management application system had a positive but not significant effect on the level of member satisfaction. Conversely, the quality of service quality and member trust had a positive and significant effect on the level of member satisfaction. Simultaneously, the quality of the member data management application system, service quality, and member trust had a significant effect on the level of member satisfaction. Research findings show that improving service quality and strengthening member trust are the main factors in increasing member satisfaction, while developing application systems is still needed to support the effectiveness of cooperative administration and services.

The Role of Learning Engagement in Mediating the Effect of LMS Quality and Mentoring on Training Participants’ Satisfaction at BP2TL Jakarta

2026-08-28T09:30:39+00:00

This study aims to analyze the effect of Learning Management System (LMS) quality and work-unit mentoring on training participant satisfaction, with learning engagement as a mediating variable. The research was conducted on participants of the 2025 Priority Functional Technical Training at BP2TL Jakarta. This study uses a quantitative method with a survey approach. The research sample consisted of 140 respondents determined using a purposive sampling technique. Data were collected through a Likert-scale questionnaire and analyzed using the Structural Equation Modeling–Partial Least Square (SEM-PLS) method. The results show that LMS quality has a positive effect on learning engagement and training participant satisfaction. Work-unit mentoring is also proven to have a positive effect on learning engagement and training participant satisfaction. In addition, learning engagement has a positive effect on training participant satisfaction. Compared to LMS quality, work-unit mentoring has a greater effect on learning engagement, while learning engagement is the strongest factor in shaping participant satisfaction. These findings confirm the importance of LMS quality, strengthened mentoring, and increased participant engagement in the implementation of self-directed learning. This study provides implications for BP2TL Jakarta to continue developing the role of mentoring sustainably and improving LMS quality to support the competency development of civil servants (ASN).

Citizen Satisfaction Mediates Administrative Service and Complaint Handling Quality Effects on Trust

2026-09-03T16:55:49+00:00

Citizen trust in local government is shaped not only by the availability of public services but also by how citizens evaluate their service experiences. This study examines the effects of administrative service quality and complaint handling quality on citizen trust through citizen satisfaction in district-level public services in Jakarta. A quantitative explanatory survey was conducted among Jakarta residents who had experience with district administrative services and official digital complaint channels. Using convenience sampling, the study analyzed 397 eligible respondents. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. Administrative service quality and complaint handling quality significantly strengthen citizen satisfaction. Administrative service quality also has a significant direct effect on citizen trust, whereas complaint handling quality does not directly strengthen trust. Citizen satisfaction emerges as the strongest mechanism in explaining trust and mediates the effects of both service quality dimensions. The mediation pattern indicates that complaint handling quality builds trust primarily when citizens first experience satisfaction with the complaint process. The study contributes by demonstrating that administrative service quality and complaint handling quality follow distinct trust-building pathways: administrative service quality strengthens trust both directly and through satisfaction, whereas complaint handling quality builds trust primarily through citizen satisfaction. These findings emphasize that responsive, transparent, clear, and solution-oriented public services are essential for strengthening citizen evaluations of local government. Managerial priorities include improving staff competence, service information, complaint follow-up transparency, solution accuracy, and certainty of resolution.

The Effect of Marketing Mix on Consumer Satisfaction and Loyalty of WildBee Honey in Surabaya City

2026-08-30T08:01:48+00:00

This study examines the relationships between the marketing mix, consumer satisfaction, and consumer loyalty among WildBee Honey consumers in Surabaya, with particular attention to the mediating role of consumer satisfaction. A quantitative survey approach was employed involving consumers selected through purposive sampling based on the criteria of being at least 17 years old and having purchased and consumed WildBee Honey. Data were collected using a five-point Likert-scale questionnaire and analyzed using IBM SPSS Statistics through validity and reliability tests, classical assumption tests, multiple linear regression, hypothesis testing, and mediation analysis. The findings show that the marketing mix has a positive and significant effect on both consumer satisfaction and consumer loyalty. Consumer satisfaction also has a positive and significant effect on consumer loyalty, and the marketing mix and consumer satisfaction jointly contribute significantly to consumer loyalty. However, the indirect effect of the marketing mix on consumer loyalty through consumer satisfaction is not statistically significant, indicating that consumer satisfaction does not mediate this relationship. Thus, the marketing mix and consumer satisfaction operate as distinct direct determinants of consumer loyalty rather than through a confirmed mediation mechanism. The findings suggest that WildBee Honey should prioritize coordinated improvements in product quality, product accessibility, promotional effectiveness, and service delivery, while strengthening consumer satisfaction as an independent driver of loyalty. This integrated approach provides a more relevant basis for sustaining consumer relationships in the competitive honey market.

When Supervision Is Not Enough: Work Discipline and Employee Performance in Indonesian Agribusiness Firm

2026-08-14T16:50:54+00:00

This study examines the relationships between supervision, work discipline, and employee performance at PT Indojaya Agrinusa Medan, an agribusiness and animal-feed manufacturing company in Indonesia. A quantitative cross-sectional design was employed. The study involved the entire population of 100 employees, all of whom participated through a census sampling technique. Data were collected using a structured questionnaire with a five-point Likert scale and analyzed using multiple linear regression with IBM SPSS. The measurement instruments demonstrated satisfactory validity and reliability. The results show that supervision was positively and significantly associated with employee performance (β = 0.253, p = 0.011), while work discipline demonstrated a stronger positive association (β = 0.535, p < 0.001). Jointly, supervision and work discipline significantly contributed to employee performance, accounting for 54.3% of its variance (R² = 0.543). Empirically, these findings indicate that work discipline makes a stronger statistical contribution to employee performance than supervision within the examined agribusiness context, while both remain complementary. Practically, managers should strengthen accurate, timely, objective, and consistently focused supervision while reinforcing employee attendance, compliance with organizational procedures, adherence to work standards, and vigilance to support reliable performance in production-oriented operations.

Digital Financial Literacy and Investment Intention: The Mediating Roles of Risk Perception and Financial Self-Efficacy

2026-09-07T09:31:28+00:00

Indonesia's financial inclusion has expanded through digital financial services, while financial literacy remains lower than financial inclusion, creating a persistent capability gap in digital financial decision-making. This study examines the relationship between digital financial literacy and investment intention through two parallel mediators: financial self-efficacy and risk perception. Data were collected in 2026 from 120 Indonesian users of digital financial applications through purposive sampling and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3. The measurement model met the required criteria for convergent validity, discriminant validity, and reliability. Digital financial literacy had significant positive effects on financial self-efficacy and risk perception, but its direct effect on investment intention was not statistically significant. Financial self-efficacy and risk perception each had significant positive effects on investment intention, and both specific indirect effects were significant while the direct path was not. These results establish an indirect-only mediation pattern in which digital financial literacy is associated with investment intention through financial confidence and informed risk perception. The study contributes to behavioral finance by demonstrating two parallel psychological mechanisms that connect digital financial literacy with investment intention and by highlighting practical implications for digital financial education.

Employee Resilience Linking Job Insecurity and Perceived Organizational Support to Work Engagement

2026-09-01T16:28:47+00:00

Rising layoffs can intensify uncertainty among employees who remain in organizations, yet the pathway from job insecurity to work engagement is not always direct. This study examines whether employee resilience transmits the effects of job insecurity and perceived organizational support to work engagement among private-sector employees in Jabodetabek. A quantitative explanatory, cross-sectional survey was conducted among full-time employees in manufacturing and service organizations with at least one year of organizational tenure. Of 428 responses collected, 407 met the screening and data-quality criteria. Data were analyzed using partial least squares structural equation modeling. Job insecurity reduced employee resilience (coefficient = -0.157) but did not have a significant direct effect on work engagement (coefficient = -0.052; p = 0.119). Perceived organizational support strongly increased employee resilience (coefficient = 0.594) and directly increased work engagement (coefficient = 0.301), while employee resilience increased work engagement (coefficient = 0.499). Employee resilience produced indirect-only mediation between job insecurity and work engagement and complementary mediation between perceived organizational support and work engagement. The model explained 41.3% of employee resilience and 55.0% of work engagement. The findings show that job insecurity undermines engagement mainly by weakening adaptive capacity, whereas organizational support sustains engagement both directly and by building resilience. Organizations undergoing change should combine transparent communication, visible support, and work-embedded resilience development.