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All Journal IPTEK Journal of Proceedings Series Jurnal Manajemen Bisnis Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking Assets : Jurnal Ekonomi, Manajemen dan Akuntansi JAM : Jurnal Aplikasi Manajemen Jurnal Ekonomi dan Bisnis International Journal of Islamic Economics and Finance (IJIEF) Jurnal Inovasi Hasil Pengabdian Masyarakat (JIPEMAS) At-Tadbir : jurnal ilmiah manajemen Business and Finance Journal Jurnal Bisnis dan Akuntansi Indonesian Journal of Islamic Economics and Business Jurnal Ekonomi Jurnal Manajemen dan Pemasaran Jasa
Yudi Sutarso
Department Of Magister Management, STIE Perbanas Surabaya, Surabaya
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : JAM : Jurnal Aplikasi Manajemen

 1 
MEDIATING ROLE OF BRAND, COMMITMENT AND RISK ON THE RELATIONSHIP OF MOBILE BANKING SERVICE QUALITY AND MARKETING PERFORMANCE IN INDONESIA Yudi Sutarso; Bachtiar Eka Kaca Sungkana; Dendi Vio Anggriatama; Windi Mega Lavenia
Jurnal Aplikasi Manajemen Vol 19, No 4 (2021)
Publisher : Faculty of Economics and Business, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2021.019.04.05

Abstract

The purpose of this study is to investigate the mediating role of brand, commitment, and perceived risk on the relationship of mobile banking (MB) service quality and marketing performance (satisfaction and loyalty). A survey was conducted using a sample of 617 MB customers in Indonesia, i.e., Mobile BCA (BCA), BNI mobile (BNI), and Go mobile (CIMB Niaga). Structural equation modeling analysis was carried out with Warp PLS. The results show that MB service quality positively affects brand, commitment, satisfaction, and loyalty, while perceived risk has no effect. Another finding showed a relationship between brand image, commitment, and perceived risk on customer satisfaction and loyalty, although brand prestige does not affect loyalty. Thus, the partial mediating roles of brand image, commitment, and perceived risk are confirmed in the study. The findings will help academic researchers and bank practitioners understand MB customer attitude and behavior and help them in formulating strategies to manage the use of MB in Indonesia.
UNDERSTANDING FEMALE SEGMENTS BASED ON BENEFIT OF LOYALTY PROGRAM Yudi Sutarso; Larasati Ayu Sekarsari; Aniek Maschudah Ilfitiah; Laila Saleh Martha
Jurnal Aplikasi Manajemen Vol 21, No 2 (2023)
Publisher : Faculty of Economics and Business, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2023.021.02.19

Abstract

loyalty programs in banking need to look at the dynamics of female consumers, especially when digital businesses dominate marketing transactions. In the literature, segmentation studies are mostly carried out on retail services, airlines, and hotels, which are rare in banking, especially related to loyalty program services. Therefore,  this study is expected to close the gap without a segmentation study in a banking context. This study aims to identify the female customer segment by assessing the bank's loyalty program and relating it to its perceived convenience, security, and reliability. The study employed the two most prominent banks in Indonesia, with 208 female customers as respondents. The purposive sampling method was used as a method of selecting samples. Data were reduced using factor analysis and categorized using cluster analysis. The main result identifies four factors underlying the benefits of loyalty programs: quality of communication, policy, rewards, and website quality. Three segments of loyalty program female consumers were identified: apathetic (25%), active (31%), and passive segments (44%). In further analysis, three segments of females were analyzed regarding the bank saving account's convenience, reliability, and security. Results confirm that all three segments were unique and distinguished one from another. This study's implication guides managing the types of female customers at the bank, especially loyalty programs.
Co-Authors Adinda Ridhia A.N Ainun Ainiyah Alya Rizky Natasya Amorita Azizah Alpha Andik Setiawan Aniek Maschudah Ilfitiah Bachtiar Eka Kaca Sungkana Bagus Suminar Basuki Rahmat Dendi Vio Anggriatama Djoko Budhi Setiawan Djoko Budi Setyawan Ersa Annisatul Hidayati Faizatul Hiqmah Ferdiansyah Hari Saputra Fika Fahmi Firdaus Gaguk Suprianto Ganestiana Diah Maharani Hane Andariksa Infanta Fazaaqbil Ridanti Iqbal Ramadhani Mukhlis Laila Saleh Martha Larasati Ayu Sekarsari Larasati Ayu Sekarsari Maytita Zafira Putri Meytita Zafira Putri Muhammad Ilham Mandrata Risky Amalia Hanum Sinarring Azi Laga Taufik Fajar Hidayatullah Windi Mega Lavenia Yuana, Irkhamnah Aisyah Yudha Herlambang Cahya Pratama