THE SPIRIT OF SOCIETY JOURNAL : International Journal of Society Development and Engagement

The Effect of Service Quality to Improve Customer Retention Through Customer Satisfaction as a Mediation in Calibration Laboratory

M Nur Jamaluddin, Syarifah Hudayah, Herning Indriastuti — Mon, 08 Sep 2025 23:49:42 +0700

This study aims to analyze the effect of service quality on customer satisfaction and retention at the UPTD Laboratory of BPSMB Samarinda. The approach used in this study is quantitative with the Structural Equation Modeling-Partial Least Squares (SEM-PLS) analysis method and involving 162 respondents as samples. Testing is carried out through evaluation of the outer model and inner model to assess the validity, reliability, and relationships between variables in the research model. The results of the analysis show that service quality has a direct and significant effect on customer satisfaction (coefficient = 0.812; t = 32.328; p <0.001), and has a direct effect on customer retention (coefficient = 0.408; t = 3.770; p <0.001). In addition, customer satisfaction also has a significant effect on customer retention (coefficient = 0.416; t = 3.723; p < 0.001) and partially mediates the relationship between service quality and customer retention (coefficient = 0.338; t = 3.638; p < 0.001). This finding confirms that customer satisfaction plays an important role as a mediator in shaping customer loyalty. Thus, consistently improving service quality is a key strategy in building satisfaction and maintaining customer loyalty.

The Influence of Perceived Risk, Perceived Relative Advantage, and Perceived Cost on Micro-Business Owners' Interest in Using Peer-to-Peer Lending Fintech in Surabaya

Ocsa Nurdiyan Amiranti, Gede Arimbawa, I Putu Artaya — Fri, 07 Nov 2025 15:46:08 +0700

This study aims to analyse the influence of risk perception, relative advantage perception, and cost perception on the interest of micro-entrepreneurs in using peer-to-peer lending in Surabaya City. This study employs a quantitative approach to test established hypotheses. The population in this study consists of micro-business actors who have received loans or utilized Fintech Peer-to-Peer lending in Surabaya City, the population size of which is unknown. The determination of the sample size uses the Cochran formula and obtained a figure of 97 respondents, rounded up to 100 respondents. The data analysis technique used is Multiple Linear Regression. The results of partial hypothesis testing found that the variable of risk perception has no effect on user interest, while the perception of relative advantage has a significant and unidirectional (positive) effect on user interest. Cost perception has a significant and unidirectional (positive) effect on user interest. Simultaneous hypothesis testing found that the variables of risk perception, relative advantage perception, and cost perception have a significant effect on user interest in Fintech Peer To Peer Lending among micro-entrepreneurs in Surabaya City. The Adjusted R Square figure is .764 or 76.4% which indicates that the role of the independent variables of risk perception, relative advantage perception, and cost perception is 76.4% on the interest in using fintech Peer To Peer Lending, and the remaining 23.6% is influenced by other factors outside this research model, therefore similar research activities in the future can examine the role of other independent variables. This research was conducted only in the city of Surabaya, so the results cannot be generalized or applied. It is hoped that further research will be conducted in a broader area, covering all regions of the Republic of Indonesia.

The Influence of Digital Marketing and Neurolinguistic Programming on Increasing the Level of Welfare and Business Development in MSMEs in East Java

Fri, 07 Nov 2025 15:49:32 +0700

This study aims to examine the influence of digital marketing and Neuro Linguistic Programming (NLP) marketing on the improvement of welfare and business development of Micro, Small, and Medium Enterprises (MSMEs) in East Java, Indonesia. The research adopts a quantitative approach using a survey method. Data were collected from 200 MSME respondents across various sectors in East Java. Structural Equation Modelling using Partial Least Squares (SEM-PLS) was employed to analyse the relationships between variables. The findings indicate that digital marketing has a significant and positive effect on both the welfare and business development of MSMEs. Additionally, NLP-based marketing, which leverages persuasive communication and emotional engagement techniques, positively influences consumer relationships, loyalty, and business growth. The integration of digital marketing and NLP marketing strategies produces a synergistic impact that surpasses the individual effects of each approach. The study is limited to MSMEs in East Java and may not fully reflect conditions in other regions. Future research could expand the geographical scope or explore sector-specific dynamics for deeper insights. The results provide practical insights for MSME actors and policymakers on the importance of combining technological tools with psychological marketing approaches to enhance competitiveness and sustainability. This study contributes to the existing body of knowledge by combining digital marketing with NLP-based strategies, highlighting their joint impact on MSME welfare and growth—an area rarely explored in the Indonesian context.

Sensory Evaluation and Consumer Preference of a Tempeh–Beef Burger Prototype for Urban Markets

Wed, 12 Nov 2025 07:08:07 +0700

Urban culinary development creates opportunities to reintroduce local ingredients in formats that meet modern consumer preferences for taste, nutrition, and attractive presentation. This study explored the acceptance of a tempeh-based burger (ITBurger) as an innovative soybean product for urban markets. A total of 20 urban consumers aged 18–30 participated in a controlled sensory evaluation. The burger patty was formulated with 60% steamed tempeh and 40% lean ground beef, then assessed for taste, texture, aroma, and appearance using a 9-point hedonic scale. Participants also identified the primary reason for their preference among taste, texture, appearance, or nutritional value. Results showed high overall acceptance, with taste receiving the highest mean score (8.2 ± 0.5), followed by appearance (8.0 ± 0.4), texture (7.8 ± 0.6), and aroma (7.6 ± 0.7). Taste was the most frequently cited reason for liking the product (50%), while appearance and texture each accounted for 20%, and nutritional value 10%. These findings confirm that flavor and visual appeal are the key drivers of consumer acceptance, while health benefits play a secondary role. The positive response to a tempeh–beef hybrid highlights the potential of flexitarian approaches to reposition traditional soybean products as modern, appealing foods. This model offers a practical pathway for small food enterprises to promote healthy, locally based innovations in urban culinary markets.

Evaluasi Perkiraan Biaya Dan Waktu Akhir Proyek Rehabilitasi Gedung Gelanggang Olah Raga Segiri Kota Samarinda Menggunakan Metode Earned Value

Afrianto Tandi Renden, Wateno Oetomo, Hanie Teki Tjendani — Wed, 19 Nov 2025 00:00:00 +0700

Evaluasi terhadap perkiraan biaya dan waktu akhir proyek sangat diperlukan untuk mengukur apakah proyek tersebut dapat diselesaikan sesuai dengan anggaran dan jadwal yang telah ditetapkan sebelumnya. Perhitungan Perkiraan biaya dan waktu akhir pada proyek rehabilitasi Gedung Gelanggang Olahraga Segiri di Kota Samarinda menggunakan metode Earned Value Method (EVM). Evaluasi dilakukan dengan menghitung Estimate At Complete (EAC) untuk proyeksi biaya dan Estimate At Schedule (EAS) untuk perkiraan waktu penyelesaian proyek. Hasil analisis menunjukkan bahwa EAC mengalami fluktuasi, dimulai dari Rp 44.648.760.330,58 pada minggu pertama Juli dan meningkat hingga Rp 52.630.845.855,14 pada minggu ke-15 November. Perubahan ini dipengaruhi oleh peningkatan Actual Cost of Work Performed (ACWP) yang mencapai Rp 31.173.250.000,00 pada minggu ke-15, serta penurunan Estimate To Complete (ETC) yang mencerminkan penyesuaian biaya. Meskipun EAC menunjukkan tren kenaikan dari Juli hingga Oktober, terdapat penurunan pada bulan November yang menandakan adanya perbaikan dalam pengelolaan biaya proyek. Di sisi waktu, EAS menunjukkan bahwa proyek sempat berjalan lebih cepat dari jadwal pada minggu pertama hingga ketiga, dengan nilai EAS berkisar antara 16,57 dan 16,41. Namun, mulai minggu ke-4 hingga ke-6, EAS meningkat signifikan, mencapai 28,80 pada minggu ke-6, mencerminkan adanya keterlambatan. Meskipun ada penurunan EAS pada minggu ke-14 dan ke-15, proyek masih menunjukkan keterlambatan signifikan dibandingkan dengan jadwal yang direncanakan. Temuan ini menekankan pentingnya evaluasi lebih lanjut dalam manajemen waktu dan alokasi sumber daya untuk meminimalisir keterlambatan dan memastikan proyek selesai sesuai target.

Value Engineering on the Mosque Construction Project in the South Kalimantan Provincial Government Office Area

Yan Rahmatullah, Hanie Teki Tjendani, Budi Witjaksana — Thu, 20 Nov 2025 00:00:00 +0700

The analysis performed to optimize costs will generate alternatives that will be compared with the initial design, and this analysis can be called value engineering analysis. This research aims to assess the percentage of cost savings that can be obtained by applying the value engineering technique, as well as to evaluate the life cycle cost of various selected material alternatives. The Mosque Construction Project in the South Kalimantan Provincial Government Office Area was chosen as the research object because of cost inefficiency in the architectural work, with a total cost of Rp. 26,857,215,362.63 out of the total project cost of Rp. 55,600,738,764.97. The architectural work will be corrected using Pareto diagram analysis through the value engineering phases, namely the information phase, speculation phase, and analysis phase. From the value engineering analysis results, a savings of 3.65% of the total project value was obtained. The life cycle cost analysis shows that the selected material has a lower life cycle cost value compared to the initially planned material. In addition, the work execution time with the selected material can complete the work on site more quickly

Analysis of Time Control Using the Earned Value Method on The Container Yard Project of the Banjarmasin Navigation and KPLP Office

Noor Riyadi, Sajiyo Sajiyo, Hanie Teki Tjendani — Sun, 30 Nov 2025 22:55:00 +0700

The use of an inappropriate implementation method will result in a delay in project completion time, and conversely, a properly planned implementation method will result in a time-efficient project. In the Container Yard construction project for the Navigation Office and the KPLP Office in Banjarmasin, there was a discrepancy between planned and actual progress in the 23rd week of May, where the actual progress did not reach the planned progress on site. Project execution faced obstacles and constraints, including the availability of skilled labor and the limited supply of construction materials at the project site, as well as the late arrival of materials. In addition, there were also weather factors that caused the project duration to be slightly slower than planned. The earned value method is one of the methods used to analyze a project's time performance. This method can be used to calculate the estimated time required for project completion. This underlies this research to analyze earned value to determine the extent of the project's time performance. Furthermore, the use of the earned value method in this research object is based on the need to integrate project performance measurement, which includes time and work items. The results of the study show that time performance (Schedule Performance Index) has a value of less than 1, indicating that the project performance is slower than the planned schedule. Meanwhile, the Estimate All Schedule (EAS) value shows a value of 244 days, which is 4 days longer than the planned schedule.

Analysis Of Project Time Control for the Batulicin Port Road Using the Earned Value Concept Method

Muhammad Taufik Novianto, Budi Witjaksana, Hanie Teki Tjendani — Mon, 01 Dec 2025 05:25:43 +0700

Pelaksanan Proyek Jalan Pelabuhan Batulicin merupakan proyek yang penting karena jalan akses The implementation of the Batulicin Port Road Project is an important project because the current access road to Batulicin Port is inadequate. The project execution faced obstacles, including delays in the availability of skilled workers and construction laborers/workers at the project site, delays in the arrival of materials due to required pre-order (indent) and a relatively long manufacturing process at the factory. In the first week up to the third week, the achieved progress was above the planned schedule, and in the fourth week, the achieved progress was below the expected plan. In the fifth week, the achieved progress was above the expected schedule, but in the sixth week up to the tenth week, the achievement progress was again below the planned progress. The fluctuations in progress must be monitored comprehensively in terms of time to estimate the time required for project completion. To resolve these problems, a method used for project control is the Earned Value Analysis (EVA) method. Earned Value Analysis is a tool used in project management that integrates cost and time. The earned value concept presents three dimensions: the physical completion of the project (the percent complete), which reflects the budgeted cost absorption, the actual costs incurred or what is called the actual cost, and what is obtained from the costs incurred or what is called the earned value. The research results show that for time performance (Schedule Performance Index), the value is less than 1, indicating that the project's performance is slower than the planned schedule. The Estimate All Schedule (EAS) value shows a value of 277 days, which is 37 days longer than the planned schedule.

A Study on the Influence of Various Factors in the Implementation of the E-Procurement System in Ngada Regency, East Nusa Tenggara

Arnolda Deru, Wateno Oetomo, Risma Marleno — Mon, 01 Dec 2025 05:38:24 +0700

The procurement of goods and services was previously conducted manually or conventionally. Presidential Regulation No. 54 of 2010, which replaced Presidential Decree No. 80 of 2003, formally contained the objective of e-procurement in the procurement of government goods/services for the first time. Neither the committee nor the providers of goods/services readily accepted the newly implemented system. The success of the e-procurement program is highly determined by the human factor. User readiness to accept the technology is the key to successful implementation, because their response will determine whether this technology succeeds or fails. This study uses mixed methods and aims to obtain empirical evidence about the influence of human resource competence, infrastructure, and supervision factors in the implementation of the e-Procurement system, as well as to provide strategic recommendations for improving the implementation of the e-Procurement system in Ngada Regency. The research sample consisted of 39 employees of the Goods and Services Procurement Section of Ngada Regency, selected using the saturated sampling technique within the nonprobability sampling method. Data was collected through questionnaire surveys and interviews, then analyzed using Smart Partial Least Square 3.2. The results of this study revealed that human resource competence, infrastructure, and supervision have a significant influence on the implementation of the e-Procurement system in Ngada Regency. Improvement in these three factors can enhance the success of the e-Procurement system implementation. Some recommended strategies to improve the implementation of the e-Procurement system are to conduct education and training, provide internet networks and backup servers through the Department of Information and Communication, carry out socialization to involve the public in monitoring, increase evaluation transparency by adding an evaluation column on the Electronic Procurement Institution (LPSE) website, conduct routine audits, and issue regulations regarding the implementation of e-audit in the process of procuring goods/services.

Innovational Processing Model of Traditional Snack Klepon Craquelin Become a Culinary Icon of Surabaya City

Thu, 04 Dec 2025 05:31:47 +0700

Traditional snacks are one of Indonesia's traditional culinary heritages that have significant cultural, social, and economic value. In the city of Surabaya, traditional snacks are not only seen as complementary foods, but also have the potential to become an instrument of food security and the city's culinary identity. However, with the development of more practical modern foods, the existence of traditional snacks is increasingly marginalized. This study aims to develop a traditional snack processing model based on innovation, branding, and empowerment of MSMEs to increase competitiveness while strengthening Surabaya's city branding. The product is made by making Klepon Craquelin cakes as part of the traditional klepon innovation that has been enjoyed by most of the general public, especially the people of Surabaya. The study used the implementation method in the Sages Academy laboratory and was conducted with a taste test. The results showed that Klepon Craquelin cakes as part of the traditional klepon innovation are a solution for local food diversification, encouraging the growth of MSMEs, and strengthening tourism attractions. This research is an innovation of traditional klepon market snacks that will become a new city branding for the city of Surabaya, so that traditional culinary is not only sustainable but also develops in a global context. Klepon Craquelin cake has a unique, contemporary taste that will be loved by Generation Z.