The purpose of this study was to determine the effect of promotion, service quality, and innovation directly or indirectly on Brand Image, as well as the effect of all these variables on OCTO Mobile customer satisfaction. The research sample was 385 respondents who were CIMB Niaga customers. The sampling technique was purposive sampling—data collection using a questionnaire and FGD. The data analysis technique used Structural Equation Modeling (SEM) analysis which aided with SmartPLS software. The study results prove that the variables of service quality and innovation have a significant effect on brand image and brand image has no significant effect on customer satisfaction. However, the promotion variable does not have a significant effect on brand image. Promotion variables, service quality, and innovation significantly affect customer satisfaction, while the brand image variable has no significant effect on customer satisfaction. The results also show the customer satisfaction strategy plan by referring to the strategies from the analysis that has been done, and the right strategy is selected, namely product development.
Setiap organisasi umumnya memiliki fungsi yang menangani proses khusus yang berkaitan dengan kepegawaian organisasi. Organisasi yang dinamis akan selalu meningkatkan produktivitasnya dengan secara konsisten menghasilkan kinerja terbaik dan mempertahankan keunggulan kompetitif tersebut. Penelitian ini secara khusus mengkaji pengaruh e-System SDM dan Lingkungan Kerja, Kepuasan Kerja, dan Motivasi Kerja sebagai penghubung terhadap kinerja pegawai perbankan di lingkup Satuan Kerja Pembayaran Digital. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Populasi dalam penelitian ini adalah karyawan outsourcing pada unit kerja Channel Pembayaran Bank BRI di Jakarta dengan penentuan sampel akhir sebanyak 200 responden. Teknik analisis data menggunakan pemodelan persamaan struktural menggunakan bantuan aplikasi SmartPLS. Hasil penelitian ini menunjukkan bahwa Lingkungan Kerja dan e-System SDM berpengaruh signifikan terhadap Kepuasan Kerja. Selain itu, Lingkungan Kerja, e-System SDM, dan Kepuasan Kerja juga berpengaruh signifikan terhadap Kinerja Karyawan. Lingkungan Kerja yang dimoderasi oleh faktor Motivasi Kerja berpengaruh signifikan terhadap peningkatan Kinerja Pegawai di Unit Kerja Channel Payment Bank BRI.e-System SDM, Lingkungan Kerja, Kinerja Karyawan, Kepuasan dan Motivasi Kerja
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