{"id":"https://openalex.org/W7204255715","doi":"https://doi.org/10.58344/jig.v4i8.580","title":"Pengaruh Pelayanan Digital dan Pelayanan Konvensional terhadap Kualitas Layanan Bank Papua Cabang Timika","display_name":"Pengaruh Pelayanan Digital dan Pelayanan Konvensional terhadap Kualitas Layanan Bank Papua Cabang Timika","publication_year":2026,"publication_date":"2026-08-10","ids":{"openalex":"https://openalex.org/W7204255715","doi":"https://doi.org/10.58344/jig.v4i8.580"},"language":"id","primary_location":{"id":"doi:10.58344/jig.v4i8.580","doi":"https://doi.org/10.58344/jig.v4i8.580","is_oa":true,"landing_page_url":"https://doi.org/10.58344/jig.v4i8.580","pdf_url":"https://jig.rivierapublishing.id/index.php/rv/article/download/580/762","source":{"id":"https://openalex.org/S4390963344","display_name":"Jurnal Inovasi Global","issn_l":"3031-0512","issn":["3031-0512","3032-2723"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Jurnal Inovasi Global","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://jig.rivierapublishing.id/index.php/rv/article/download/580/762","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5148332991","display_name":"Febriani Patricia Goo","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Febriani Patricia Goo","raw_affiliation_strings":["STIE Indonesia Banking School"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Indonesia Banking School","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5019121685","display_name":"Wiwi Idawati","orcid":"https://orcid.org/0000-0002-0242-8268","observed_orcids":["https://orcid.org/0000-0002-0242-8268"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Wiwi Idawati","raw_affiliation_strings":["STIE Indonesia Banking School"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Indonesia Banking School","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063072413","display_name":"Whony Rofianto","orcid":"https://orcid.org/0000-0003-4341-6244","observed_orcids":["https://orcid.org/0000-0003-4341-6244"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Whony Rofianto","raw_affiliation_strings":["STIE Indonesia Banking School"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Indonesia Banking School","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5080834862","display_name":"Raden Bambang Budhijana","orcid":"https://orcid.org/0000-0001-9228-3471","observed_orcids":["https://orcid.org/0000-0001-9228-3471"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"R . Bambang Budhijana","raw_affiliation_strings":["STIE Indonesia Banking School"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIE Indonesia Banking School","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"4","issue":"8","first_page":"1085","last_page":"1102"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9390000104904175,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9390000104904175,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.02160000056028366,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.016899999231100082,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/digital-banking","display_name":"digital banking","score":0.9340000152587891},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8429999947547913},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9079999923706055},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9210000038146973},{"id":"https://openalex.org/keywords/timika","display_name":"Timika","score":0.9670000076293945},{"id":"https://openalex.org/keywords/service-security","display_name":"service security","score":0.41200000047683716},{"id":"https://openalex.org/keywords/financial-inclusion","display_name":"financial inclusion","score":0.34700000286102295},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.4320000112056732}],"concepts":[{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.6362000107765198},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6049000024795532},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.30079999566078186},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.2574999928474426},{"id":"https://openalex.org/C2908869550","wikidata":"https://www.wikidata.org/wiki/Q19866663","display_name":"Pacific Area","level":2,"score":0.22609999775886536},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.2207999974489212},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.2167000025510788},{"id":"https://openalex.org/C49898467","wikidata":"https://www.wikidata.org/wiki/Q1517706","display_name":"Stratified sampling","level":2,"score":0.21439999341964722},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.18170000612735748},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.17880000174045563}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.58344/jig.v4i8.580","doi":"https://doi.org/10.58344/jig.v4i8.580","is_oa":true,"landing_page_url":"https://doi.org/10.58344/jig.v4i8.580","pdf_url":"https://jig.rivierapublishing.id/index.php/rv/article/download/580/762","source":{"id":"https://openalex.org/S4390963344","display_name":"Jurnal Inovasi Global","issn_l":"3031-0512","issn":["3031-0512","3032-2723"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Jurnal Inovasi Global","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.58344/jig.v4i8.580","doi":"https://doi.org/10.58344/jig.v4i8.580","is_oa":true,"landing_page_url":"https://doi.org/10.58344/jig.v4i8.580","pdf_url":"https://jig.rivierapublishing.id/index.php/rv/article/download/580/762","source":{"id":"https://openalex.org/S4390963344","display_name":"Jurnal Inovasi Global","issn_l":"3031-0512","issn":["3031-0512","3032-2723"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Jurnal Inovasi Global","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.5378999710083008,"id":"https://metadata.un.org/sdg/9"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7204255715.pdf","grobid_xml":"https://content.openalex.org/works/W7204255715.grobid-xml"},"referenced_works_count":11,"referenced_works":["https://openalex.org/W3024380193","https://openalex.org/W3169115935","https://openalex.org/W3186794464","https://openalex.org/W3204644881","https://openalex.org/W4385558064","https://openalex.org/W4386035303","https://openalex.org/W4387583990","https://openalex.org/W4392421009","https://openalex.org/W4400334690","https://openalex.org/W4410131999","https://openalex.org/W4416131862"],"related_works":["https://openalex.org/W3204644881","https://openalex.org/W7118635598","https://openalex.org/W7216158037","https://openalex.org/W4416269221","https://openalex.org/W7134806855","https://openalex.org/W7219028208","https://openalex.org/W7220672964","https://openalex.org/W4413024051","https://openalex.org/W6979895118","https://openalex.org/W4410797551"],"abstract_inverted_index":{"Perkembangan":[0],"teknologi":[1],"digital":[2,18,30,44,73,126,171,195,216,228],"telah":[3],"mengubah":[4],"pola":[5],"layanan":[6,57,64,79,89,141,211,215,222,227],"perbankan,":[7],"termasuk":[8],"di":[9,40,247],"Bank":[10,80,113,202,235],"Papua":[11,81,114,203,236],"Cabang":[12,82,115,204,237],"Timika,":[13,83],"sebagai":[14],"bagian":[15],"dari":[16],"transformasi":[17],"sektor":[19],"jasa":[20],"keuangan":[21],"nasional.":[22],"Namun,":[23],"masih":[24],"terdapat":[25],"tantangan":[26],"dalam":[27,91],"menyeimbangkan":[28],"pelayanan":[29,72,75,125,132,170,173,194],"dan":[31,53,74,130,136,172,178,229,243],"konvensional":[32,76,133,174,184,230],"untuk":[33,61,69,221,239],"memenuhi":[34],"kebutuhan":[35],"nasabah":[36,49,112,242],"yang":[37,108,142,187],"beragam,":[38],"terutama":[39],"daerah":[41],"dengan":[42,100,117,160,212],"akses":[43],"terbatas":[45],"seperti":[46],"Timika.":[47],"Persepsi":[48],"terhadap":[50,77,180],"efektivitas,":[51],"kenyamanan,":[52],"keamanan":[54,214],"kedua":[55,87,209],"jenis":[56,88,210],"ini":[58,67,96],"perlu":[59,206],"dievaluasi":[60],"meningkatkan":[62,92,207,240],"kualitas":[63,78,140,181,208],"perbankan.":[65],"Penelitian":[66,95],"bertujuan":[68],"menganalisis":[70],"pengaruh":[71,186],"serta":[84,139,217],"mengidentifikasi":[85],"kontribusi":[86],"tersebut":[90],"kepuasan":[93,241],"nasabah.":[94],"menggunakan":[97,150],"pendekatan":[98],"kuantitatif":[99],"desain":[101],"kausal":[102],"komparatif.":[103],"Data":[104],"dikumpulkan":[105],"melalui":[106],"kuesioner":[107],"disebarkan":[109],"kepada":[110],"99":[111],"Timika":[116,205,238],"teknik":[118],"stratified":[119],"random":[120],"sampling.":[121],"Variabel":[122],"penelitian":[123,167],"meliputi":[124],"(kemudahan":[127],"akses,":[128],"efisiensi,":[129],"keamanan),":[131],"(keandalan,":[134],"empati,":[135],"daya":[137,244],"tanggap),":[138],"diukur":[143],"berdasarkan":[144],"dimensi":[145],"SERVQUAL.":[146],"Analisis":[147],"data":[148],"dilakukan":[149],"metode":[151],"Structural":[152],"Equation":[153],"Modeling":[154],"berbasis":[155],"Partial":[156],"Least":[157],"Squares":[158],"(SEM-PLS)":[159],"bantuan":[161],"software":[162],"Smart":[163],"PLS":[164],"4.":[165],"Hasil":[166],"menunjukkan":[168],"bahwa":[169],"sama-sama":[175],"berpengaruh":[176],"positif":[177],"signifikan":[179],"layanan.":[182],"Pelayanan":[183],"memiliki":[185],"lebih":[188],"kuat":[189],"(T-statistics":[190,196],"=":[191,197],"3,723)":[192],"dibandingkan":[193],"2,093).":[198],"Implikasi":[199],"praktisnya":[200],"adalah":[201],"memperkuat":[213],"keterampilan":[218],"interpersonal":[219],"petugas":[220],"konvensional.":[223],"Kombinasi":[224],"optimal":[225],"antara":[226],"dapat":[231],"menjadi":[232],"strategi":[233],"bagi":[234],"saing":[245],"bank":[246],"era":[248],"digital.":[249]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-08-27T00:00:00"}