Indonesian Journal of Economics, Social, and Humanities

The Effect of Service Quality and Customer Satisfaction on Customer Trust and Loyalty at PT. Bank Rakyat Indonesia (Persero) Tbk in Pekanbaru Branch Office, Tuanku Tambusai

Dian Sukma Rini — 2026-06-16

This study aims to examine customer loyalty and satisfaction at PT Bank Rakyat Indonesia (BRI), Tuanku Tambusai Branch Pekanbaru, focusing on the impact of service quality and customer satisfaction on trust and loyalty. Using quantitative methods with a survey of BRI customers, this study analyzed responses through statistical tests to validate hypotheses. Sampling included active customers, assessing service quality, trust, and loyalty variables. Data was collected through a structured questionnaire, measuring variables on a Likert scale. Analysis revealed that service quality and satisfaction significantly affect customer trust and loyalty, supporting the hypothesis that trust is a mediator in the relationship between service quality and loyalty. The findings highlight the requirement for BRI to improve service quality to build stronger customer trust and loyalty, emphasizing the role of service standards in customer retention.

Analysis of Islamic Service Quality and Price on Customer Satisfaction and Repurchase Intention in Umrah Pilgrims in Pekanbaru

Akmalulhadi Akmalulhadi — 2026-06-16

The increase in number of Umrah pilgrims and official Umrah provider in Pekanbaru has developed significantly in the period 2019 to 2023. However, complaints related to the organization still exist, such as failure to depart, neglect of pilgrims, services that are not in accordance with minimum standards, and other common problems. This is certainly a challenge and opportunity for Umrah provider to be able to provide the best service for this business to survive and continue to grow. The purpose of this study was to analyze the effect of Islamic service quality and price on customer satisfaction and repurchase intention (willingness to travel again with the same travel). The method used was quantitative description with non-probability sampling technique and a sample size of 175 respondents. Respondents of this study were Umrah pilgrims who came from the city of Pekanbaru. The results of research through SEM show that Islamic service quality has a significant effect on price. Islamic service quality and price have a significant effect on customer satisfaction. Likewise, customer satisfaction affects repurchase intention. Meanwhile, Islamic service quality and price have no significant effect on repurchase intention. Meanwhile, customer satisfaction mediates the effect of Islamic service quality and price on repurchase intention.

Marketing Mix Analysis of Purchasing Decisions and Consumer Satisfaction of Palm Harvesting Equipment at PT. Carosteel Media Panen

Cyntia Tiodora Silalahi — 2026-06-16

This study aims to analyze the effect of product, price, location, and promotion on purchasing decisions and customer satisfaction at PT Carosteel Media Panen. This study uses a quantitative approach with a descriptive research design to assess the impact of the marketing mix on purchasing decisions and consumer satisfaction regarding oil palm harvesting tools at PT Carosteel Media Panen. The study was conducted in Pekanbaru starting in February 2024, with data collected through online questionnaires distributed to 45 client companies of PT Carosteel Media Panen. The data used consisted of primary data obtained directly from respondents and secondary data from other sources. Data analysis techniques include validity and reliability tests to ensure the quality of the instrument, as well as descriptive analysis to describe the data. Statistical analysis was conducted using structural equation modeling (SEM) to test the relationship between variables and measure the goodness-of-fit of the model. The hypothesis will be accepted if the significance value is below 0.05, which indicates a significant relationship between variables. The study results reveal that product, price, location, promotion, and purchasing decisions together have a significant influence on customer satisfaction, which in turn has an impact on purchasing decisions at PT. Carosteel Media Harvest.

Analysis of the Achievement of Sustainable Development Goals (SDGs) Target without Poverty in Riau Province

Alfina Safira Zahra — 2026-06-16

This study aims to analyze the completion of criteria and schemes related to the Sustainable Development Goals (SDGs) without any poverty. Poverty is a condition that describes a household, community, or individual who is in a condition of deprivation, particularly in fulfilling basic needs. This might result in inequality and injustice within the economic structure. In order to achieve the objective of ending poverty by 2030, all stakeholders are striving to implement various policies, programs, and activities to fulfill the target determined for Riau Province of 5.86%. This includes poverty eradication, the implementation of social safety, the fulfillment of economic resources and access to basic services, reducing community vulnerability to disasters, as well as strengthening policies and mobilizing various resources to eliminate existing poverty. The poverty rate in rural areas has consistently been higher than in urban areas over the past 10 years, although the gap has been decreasing. This study uses secondary data obtained from the Central Statistics Agency and the Regional Development Planning Agency of Riau Province. The method used is the BaU scenario method, which consists of forecasting, trends, and scenario design using Microsoft Excel. The results of the study show that the government has not been able to achieve zero poverty in Riau Province. Regarding the implementation of sociodemographic management programs, residential development programs, and ecological disaster management programs, all have successfully exceeded the outlined targets, but enhancements are required to exceed the targets that have been set. For the implementation of empowerment programs, improving household welfare, potable water services, access to basic sanitation services, and health facility access programs, the targets have not been achieved, and additional effort is required to implement the programs to exceed the set targets.

The Effect of Financial and Non-Financial Factors on Audit Report Lag

Yasmin Afra Azizah — 2026-06-18

The timeliness of financial reports is a key issue in accounting due to the frequent delays in audited financial reports, which can reduce stakeholder confidence in the information provided. Research on audit report lag is an essential area of study to understand the factors that affect the duration of audit reporting as a whole, as the timeliness of audit reports is important in providing relevant information for decision-making. This study aims to determine the effect of profitability, leverage, audit opinion, auditor switching, and public accounting firm size on audit report lag. The study population consists of property & real estate companies listed on the Indonesia Stock Exchange (IDX) under the IDX-IC classification during the period 2021-2023. The sample consists of 34 companies selected using purposive sampling. The analysis method used in this study is multiple linear regression. The results of this study indicate that the profitability variable affects audit report lag, the leverage variable does not affect audit report lag, the audit opinion variable affects audit report lag, the auditor switching variable does not affect audit report lag, and the audit firm size variable does not affect audit report lag.

Determinants of Assets Under Management Growth in Indian Mutual Funds: Evidence from Ratings, Performance, and Fund Characteristics

Rahul Paul — 2026-06-19

This paper investigates the determinants of Assets Under Management (AUM) growth in Indian mutual funds, with a focus on the role of information signals, past performance, and fund characteristics in a retail-dominated emerging market context. Drawing on signaling theory, the fund flow–performance literature, and behavioural finance, the analysis investigates how third-party ratings, historical returns, fund size, and expense ratios influence investor capital allocation decisions. Using cross-sectional data on mutual funds and multiple regression analysis with robustness checks, the findings show that fund ratings, past long-term performance, and fund size exert a positive and statistically significant effect on AUM growth, while expense ratios do not significantly influence investor flows. The results underscore the significance of information intermediaries and visibility effects in reducing information asymmetry in emerging capital markets, where retail investors heavily rely on simplified quality signals. By offering evidence from India on how behavioral biases and informational cues work together to influence mutual fund capital allocation, the study adds to the growing body of research on emerging market finance. This has consequences for investor protection laws, fund managers, and regulators.