American Journal of Economic and Management Business (AJEMB)

The Influence of Product and Service Quality on Satisfaction, with the Mediation of Perceived Value on Linkaja Users in Padang City

Ikhwanul Ikhsan, Yasri Yasri — Fri, 05 Dec 2025 00:00:00 +0000

The rapid growth of digital financial technology (fintech) has changed payment behavior worldwide, with e-wallets becoming a popular choice. However, user satisfaction remains a major challenge in this competitive market. This study examines the influence of Product Quality and Service Quality on Customer Satisfaction, with Customer Perceived Value as a mediator among LinkAja e-wallet users in Padang City. The research is motivated by the rising use of fintech services, highlighting the importance of product and service quality in creating value and satisfaction. A quantitative method was employed, collecting data through questionnaires distributed to 280 LinkAja users domiciled in Padang City. Data analysis used Structural Equation Modeling (SEM) with Partial Least Squares (PLS) via SmartPLS 4. Results indicate Product Quality and Service Quality significantly affect Customer Perceived Value and Customer Satisfaction. Additionally, Customer Perceived Value significantly mediates the link between Product Quality, Service Quality, and Customer Satisfaction. These findings support the Expectation Disconfirmation Theory (EDT), which explains that satisfaction arises from comparing expectations with service performance perceptions. This study contributes theoretically to fintech consumer behavior models and offers practical insights for companies to enhance service quality and perceived value.

The Impact of Waiting Times on Customer Satisfaction in the Banking Sector: A Case Study of Rokel Commercial Bank, Freetown, Sierra Leon

David T. Ndomaina, J. Johny Natu Prihanto, Djohan Gunawan Hasan — Fri, 12 Dec 2025 00:00:00 +0000

Extended waiting remains a persistent challenge in physical banking, often creating dissatisfaction and weakening customers’ emotional resilience. This issue highlights the relationship between waiting experiences, service quality delivery, and overall satisfaction during routine financial transactions. Service performance is evaluated through five core constructs: tangibles, reliability, responsiveness, assurance, and empathy. Perceived waiting time serves as a mediating factor that shapes how service quality influences satisfaction. Survey data from active banking customers were analyzed using Partial Least Squares Structural Equation Modeling, with validity and reliability tests confirming that all indicators met statistical standards. The structural model demonstrated strong predictive accuracy. Reliability and empathy produced the highest path coefficients, showing that procedural consistency and emotional connection remain vital during service delays. The strongest effect was found between perceived waiting time and satisfaction, emphasizing the role of emotional interpretation in shaping customer fulfillment. To improve service outcomes, redesign efforts should prioritize behavioral engagement, perceptual clarity, and emotional compensation—especially when processing speed cannot be increased. Recommended interventions include verbal reassurances, visual queue management, and relational training for frontline staff. These strategies enhance satisfaction without major infrastructure investment. The findings offer practical guidance for strengthening service delivery through empathy-based staff development and accessible digital enhancements. By positioning time perception as a central construct, the model extends traditional service quality frameworks and supports replication in other high-contact service environments.

The Effect of Leadership Style and Learning Agility on Job Performance Through Innovative Work Behavior in Employees of PT. New Rate of Blessings

Andre Christya Indrawan, Tri Kartika Pertiwi, Ika Korika Swasti — Wed, 10 Dec 2025 00:00:00 +0000

The problem in this study is rooted in the performance condition of PT Kadar Baru Berkah employees, who have not reached the optimal target. In recent periods, the company has faced challenges in the form of decreased productivity and inconsistent sales achievements. Some employees show a lack of initiative in finding new solutions, while others seem passive in dealing with changes or job challenges. This study aims to analyze the influence of leadership style and learning agility, through innovative work behavior, on job performance in employees of PT Kadar Baru Berkah. This study involved all 75 employees of PT Kadar Baru Berkah, including staff, senior staff, and supervisors, based on 2024 data. Using census techniques or saturated sampling, the entire population was used as respondents. Data analysis was carried out using the path analysis method through SmartPLS software to trace the relationship between leadership style, learning agility, innovative work behavior, and job performance. This research shows that leadership style and learning agility play an important role in improving job performance. In addition, innovative work behavior is an intermediate factor that strengthens the relationship between leadership style and learning agility with performance improvement in the work environment of PT Kadar Baru Berkah.

Analysis of Factors Influencing the Adoption of Bank Mega’s Gen-Z Credit Card in the Cashless Society Era

Nur Eka Rahman, Maya Ariyanti — Wed, 24 Dec 2025 00:00:00 +0000

The development of the cashless society era has driven shifts in financial transaction behavior, particularly among Generation Z, who tend to prefer digital services. However, credit card adoption in this segment remains relatively low, highlighting the need to analyze the factors influencing the intention to use Bank Mega’s Gen-Z credit card. This study examines the effects of security, privacy, and reputation on attitude and intention, with perceived risk and trust serving as mediating variables. A quantitative approach using SEM–PLS was applied to 400 Gen-Z respondents aged 18–27 years residing in Jakarta. The findings reveal that all variables fall into the “very good” category, indicating positive perceptions of security, privacy, reputation, and product reliability. Security, privacy, and reputation significantly enhance trust, while privacy also reduces perceived risk. Conversely, security and reputation do not significantly influence perceived risk. Furthermore, trust has a positive and significant effect on both attitude and intention. Perceived risk influences attitude but does not directly affect intention. Attitude significantly influences intention, suggesting that a positive attitude is a key determinant of Gen-Z’s adoption intention. Overall, the results underscore the importance of strengthening security, privacy, reputation, and risk management in building Gen-Z’s trust. These insights provide strategic implications for Bank Mega in designing more effective marketing approaches tailored to the characteristics of younger consumers.

Determinants of Market Value of Luxury Condominium Units in Medan City

Hartono Hartono — Sat, 27 Dec 2025 00:00:00 +0000

This study aims to analyze the determinants of market value of luxury condominium units in Medan City, Indonesia, by focusing on unit-specific physical attributes and building management quality. Rapid urbanization, land scarcity, and vertical housing development have positioned condominiums as an important segment of urban residential markets. However, despite regional economic growth, luxury condominium prices in Medan have shown relatively stagnant, fluctuating trends, indicating a discrepancy between macroeconomic performance and property market behavior. This research employs a quantitative approach using multiple linear regression analysis based on 96 condominium units from major luxury developments in Medan. The independent variables include unit size, floor level, view, facilities, and maintenance fee, while market value serves as the dependent variable. Prior to hypothesis testing, classical assumption tests were conducted to ensure the reliability of the regression model. The empirical results demonstrate that unit size, facilities, and maintenance fee have a positive and significant effect on the market value of luxury condominiums. In contrast, floor level and view are found to have no significant influence. These findings suggest that, in the context of Medan, market value is more strongly driven by functional attributes and management quality rather than aesthetic or vertical differentiation. For property developers and investors, these results imply that investment decisions should prioritize functional amenities and quality management systems over vertical positioning or view premiums, as these factors yield stronger returns in market valuation within Medan's luxury condominium segment.

Green Marketing, Innovation, and Competitive Advantage: Future Research Directions

Dinda Sukmaningrum — Fri, 12 Dec 2025 00:00:00 +0000

A study on sustainable marketing demonstrates that green marketing, green innovation, and green competitive advantage are interconnected strategic elements crucial for corporate competitiveness amid growing environmental and regulatory pressures. This research conducted a Systematic Literature Review (SLR) following PRISMA 2020 guidelines, analyzing 30 high-quality Scopus articles (SJR > 1.0) published from 2015 to 2025. The review focused on the relationships among these variables and their relevance to developing countries such as Indonesia. Findings reveal that green marketing functions as a strategic orientation enhancing corporate sustainability value, while green innovation acts as a key mechanism converting this orientation into product differentiation, process efficiency, and competitive market value. Together, they foster a green competitive advantage, especially when supported by institutional frameworks, green IT empowerment, and environmental capabilities. The narrative synthesis proposes a conceptual model where sustainable competitive advantage emerges from integrating green marketing strategies, sustainable innovation, and organizational capabilities. This study highlights the importance of a holistic strategic approach toward sustainability and suggests future research avenues, including digitalization integration, government policy roles, and extending studies to MSMEs in developing countries. It contributes significantly to green marketing theory and offers a solid basis for empirical exploration.

The Influence of Service Quality, Satisfaction, and Trust on Motorcycle Customer Loyalty in Timor-Leste

Candido Gomes Cardoso, J. Johny Natu Prihanto, Krist Ade Sudiyono — Wed, 10 Dec 2025 00:00:00 +0000

The limited research on customer loyalty in the motorcycle sector in developing countries such as Timor Leste presents an opportunity to examine the role of service quality, satisfaction, and trust in building loyalty. This study aims to analyze the effect of service quality on customer loyalty among motorcycle users in Timor Leste, considering the roles of satisfaction and trust as mediating variables. The novelty of this research lies in integrating two mediating variables simultaneously within one structural model and conducting the study in a region and sector that are seldom explored, namely the motorcycle industry in Timor Leste. Data collection was carried out through questionnaires distributed to 140 respondents. The data were analyzed using structural equation modeling (SEM) with SMART PLS 4 software. The results show that all seven proposed hypotheses were accepted. Service quality affects satisfaction. Service quality, satisfaction, and trust were all proven to have a significant effect on loyalty. Satisfaction was shown to mediate the effect of service quality on customer loyalty, and trust was shown to mediate the effect of satisfaction on customer loyalty. The academic contribution of this study includes recommendations for increasing service quality consistency through standardized SOPs across departments, integrated training for all staff, and routine evaluation of service performance. These steps will maintain customer experience, strengthen satisfaction, and foster long-term loyalty. The managerial contribution of this research expands understanding of the roles of satisfaction and trust as mediators between service quality and customer loyalty in developing countries.

The Effect of Work Motivation and Organizational Culture on Employee Performance at Bank Syariah Indonesia (BSI) Regional 10 Makassar

Ahmad Ridha Attamimi, Ratri Wahyuningtyas — Tue, 16 Dec 2025 00:00:00 +0000

Rapid developments require companies to adapt and respond to various business changes to maintain high competitiveness. Employees, as a company asset, play a crucial role in determining the company's future competitiveness through their performance, which contributes to the achievement of organizational goals. Work motivation and organizational culture are components that can improve employee performance, ultimately impacting the company's competitiveness. This study aims to determine work motivation, organizational culture, and employee performance at Bank Syariah Indonesia (BSI) Regional 10 Makassar, and to analyze the influence of work motivation and organizational culture on employee performance at Bank Syariah Indonesia (BSI) Regional 10 Makassar. This study used a quantitative approach, collecting data through questionnaires and literature review. The sampling technique used was simple random sampling, involving 123 permanent employees of Bank Syariah Indonesia (BSI) Regional 10 Makassar. To analyze the data, this study employed the Structural Equation Modeling (SEM) and Partial Least Squares (PLS) method. The results of the study indicate that Work Motivation, Organizational Culture, and Employee Performance fall into the very good category. Based on the correlation between the constructs, it can be concluded that Work Motivation and Organizational Culture have a proven influence on Employee Performance. The findings of this study can be used as a basis for evaluation in efforts to improve employee performance in companies. Furthermore, the results of this study can also serve as a reference in formulating steps to improve employee motivation and company culture..

The Integration of Escape and Relaxation on Tourist Engagement with Tourist Inspiration as a Mediating Variable in Bali SPAS

Ni Made Sriasih, Gede Ginaya, I Made Darma Oka, I Putu Astawa — Wed, 24 Dec 2025 00:00:00 +0000

This study analyzes the effect of escape and relaxation on tourist engagement, with tourist inspiration as a mediating variable among Bali spa tourists. A mixed-methods approach gathered quantitative data from 180 tourists via purposive sampling across spa facilities and qualitative data from in-depth interviews with 12 spa managers and tourists. The structural model used partial least squares structural equation modeling (PLS-SEM) in SmartPLS 4.0, with bootstrapping for mediation tests. Results show escape and relaxation positively affect tourist inspiration ( ; ), which influences tourist engagement ( ; ). The direct effect on tourist engagement is significant ( ; ), with partial mediation by tourist inspiration (indirect effect = 0.366; ). The model explains 71.3% of variance in tourist engagement ( ). Qualitative findings indicate spa experiences fostering deep relaxation and cultural immersion inspire emotional attachment, positive word-of-mouth, and revisit intentions. Theoretically, the study validates inspiration's mediating role in wellness tourism. Practically, it advises spa managers to integrate relaxation with inspirational elements like Balinese healing traditions, natural ambiance, and personalized programs. Recommendations: develop transformative spa packages, train staff in emotional intelligence, and use digital platforms for post-visit engagement via wellness content and communities.

Exploration of the Potential of Greenwashing in the Sustainability Report of Cement Companies in Indonesia

Sat, 27 Dec 2025 00:00:00 +0000

This study explores the potential for greenwashing in the sustainability reports of cement companies in Indonesia through a multiple case study approach involving PT Semen A, PT Semen B, PT Semen C, and PT Semen D. Grounded in legitimacy theory, it examines how companies construct sustainability narratives and deploy strategic disclosure practices to maintain social legitimacy despite media scrutiny of their environmental, social, and governance (ESG) impacts. Five analytical indicators—selective disclosure, decoupling, attention deflection, claim greenwashing, and firm-level greenwashing—are employed to identify discrepancies between corporate narratives and operational realities. Data analysis is conducted through qualitative content analysis, which systematically cross-checks sustainability reports against media coverage from the same reporting year to reveal inconsistencies and omissions. The findings reveal that all four companies demonstrate varying intensities of greenwashing practices: PT Semen A and PT Semen B exhibit significant material issue omissions, particularly regarding environmental damage and worker safety incidents; PT Semen C displays the highest intensity of greenwashing, characterized by internal data inconsistencies and systematic exclusion of social and environmental conflicts; and PT Semen D, while demonstrating lower overall greenwashing levels, notably omits governance-related corruption issues. The study underscores the critical need for enhanced regulatory frameworks, substantive external assurance mechanisms, and greater accountability in sustainability reporting within Indonesia's cement sector to ensure genuine transparency and effective stakeholder engagement.

The Effect of Service Quality and Price on Repeat Purchases Through Purchase Decisions as Intervening Variables in Facility Management Company PT OCS Global Services

Rana Hadinata, Erislan Erislan — Fri, 12 Dec 2025 00:00:00 +0000

In the highly competitive facility management industry, understanding the factors that drive customer loyalty is essential for sustaining business growth. Service quality and pricing strategies are often cited as critical determinants of customer retention, yet the mechanism through which these factors influence repeat purchases remains underexplored, particularly in B2B service contexts. This study aims to examine the effect of Service Quality and price on repeat purchase, with purchase decision as an intervening variable, in a Facility Management service company. A quantitative approach with Structural Equation Modeling (SEM) was applied, and data were collected through questionnaires distributed to customers of PT OCS Global Services. The findings reveal that Service Quality and price have a significant positive effect on purchase decisions, while purchase decisions significantly influence repeat purchases. Moreover, purchase decisions mediate the relationship between Service Quality and price with repeat purchase. These results emphasize that improving Service Quality and applying competitive pricing strategies are essential to fostering customer loyalty in the Facility Management service industry.

A Regenerative Tourism Service Model Based on Balinese Culture, Tulus, and Nau for Strengthening Human Resource Quality in Jatiluwih Tourism Village, Tabanan, Indonesia

I Wayan Sugita, Putu Ayu Dian Ratna, Nurfadillah Mustari — Fri, 12 Dec 2025 00:00:00 +0000

Tourism development in Bali requires a strong human resource foundation that aligns with cultural values and sustainable growth. This study aims to describe the implementation of cultural-based and regenerative tourism service models in strengthening human resource (HR) capabilities in Jatiluwih Touristic Village, Bali. Using a qualitative descriptive approach, this research collects data through field observation, semi-structured interviews, and documentation studies. The findings indicate that local tourism actors internalize Balinese cultural values—particularly the Tulus & Nau concept and Tat Twam Asi ethics—into their hospitality practices. These values contribute significantly to enhancing service quality, creating immersive cultural experiences, and strengthening community empowerment. The integration of cultural values with HR development also aligns with regenerative tourism principles that prioritize the revitalization of culture, nature, and community well-being. Jatiluwih demonstrates that culturally rooted service practices not only support tourism satisfaction but also serve as a model for regenerative destination development.

Strengthening Digital Marketing Performance of E- Commerce X in Indonesia Through Cybersecurity and Personal Data Protection

Derio Aulia Ramadhan, Helni Mutiarsih Jumhur — Wed, 17 Dec 2025 00:00:00 +0000

In the digital era marked by the rapid growth of online transactions, e-commerce platforms like E-Commerce X play a central role in the modern commerce landscape. Continuous efforts to improve digital marketing performance are crucial for maintaining competitiveness and attracting consumers' attention. This research focuses on the premise that strengthening cybersecurity and compliance with the Personal Data Protection Law (PDP) is not just a compliance or technical aspect but rather a strategic pillar that significantly strengthens E-Commerce X's digital marketing. This trust is an important asset in the success of various digital marketing campaigns, from personalizing the user experience to driving transactions and loyalty. Furthermore, the study argues that compliance with the PDP Act not only mitigates legal risks but also enhances E-Commerce X's brand image as a responsible entity that respects user privacy. Thus, this research puts forward the idea that investment in robust cybersecurity and commitment to the PDP Act are integral elements in E-Commerce X's successful digital marketing strategy. This research was conducted using a descriptive qualitative method to describe in depth the relationships among website traffic volume, social media engagement, brand trust, and the implementation of cybersecurity and compliance with personal data regulations.

A Study on the Implementation of ISO 31000 in the Insurance Industry Through the Application of Integrated Risk Management Principles

Arief Prasojo Singgih, F. Antonius Alijoyo — Wed, 24 Dec 2025 00:00:00 +0000

This study aims to provide a comprehensive overview of the implementation of ISO 31000 in the insurance industry, with a focus on the application of integrated risk management principles. The Systematic Literature Review (SLR) approach was used, with reference to the PRISMA 2020 guidelines, to ensure that the processes of searching, selecting, and synthesizing literature were carried out in a systematic, transparent, and replicable manner. The search was conducted on reputable scientific databases such as Scopus, ScienceDirect, SpringerLink, and Google Scholar, with a publication range of 2020–2025. Articles that met the inclusion criteria were analyzed through thematic synthesis to identify implementation patterns, barriers, and success factors for ISO 31000 in the insurance sector. The results show that the ISO 31000 standard contributes to improving risk governance, strengthening the integration of risk management processes into business activities, and fostering a more mature risk culture. However, several challenges persist, such as a lack of top management commitment, limited human resource competencies, and organizational cultures incompatible with integrated risk management principles. This study concludes that successful implementation of ISO 31000 depends heavily on leadership support, a strong risk governance structure, and the organization's ability to internalize risk principles into its strategic and operational processes. These findings offer academic contributions and can serve as a reference for researchers and practitioners developing studies and risk management practices in the insurance industry.