Garbarino and Johnson (1999) find that there is no correlation between overall satisfaction and loyalty in the field of customer relationship. Their finding indicates that satisfaction is no longer an important issue in managing service organizations. This research investigates the existence of satisfaction in service organizations, which have relationships with customers. Contrary to Garbarino and Johnson’s (1999) finding, this research finds that overall satisfaction, through commitment, has a relationship with loyalty. Hence, customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy. Survey method was conducted to test 12 hypotheses, and the sample of this research is customers of credit cardholders and supermarket cardholders. Sample size is 382 consisting of 196 (51.3%) credit cardholders and 186 (48.7%) supermarket cardholders. Data were analyzed using two-step structural equation modelling technique. In addition, this research also shows that investigators and managers should pay attention to affects, because affects have a unique role in relationship customer behavior.

Despite awareness of the importance of sustaining the environment plus regulations to deter the use of plastic bags when shopping, ceasing to use plastic bags is a behavior that does not come easily to Indonesian consumers. Our survey shows that government regulations alone do not have a direct eff ect in lessening the use of plastic bags. However, it turns out that guidance through the presence of eco-friendly awareness could be used by the government as a basis to manage consumer behavior in the market. Given this, the Indonesian government would be able to make better policies related to the use of plastic bags in Indonesia, for example, to create a policy where a percentage of goods sold have to be in the form of green products. Indonesian customers tend to reduce their plastic bag usage or purchase green products as a reaction to eco-friendly awareness. Th is study comes up with a law-like generalization model with regarding to the relationship among variables: government regulations, eco-friendly awareness, the intention to continue using plastic bags, and the intention to purchase green products. Th is study reveals that the government managing consumer behavior solely through campaigning on eco-friendly matters is not suffi cient. Th ey should emphasize more on providing good quality green products in addition to raising community awareness of environmental sustainability, since this research has found that green products are an alternative to using plastic bags.

The purpose of this study is to analyze and understand the relationship of public trust and users loyalty as performance of  POLRI institution. This study is carried out by distributing questionnaires (both open-ended and close-ended) on 500 residents in Bandung City, Indonesia, to find out about their perception and trust towards POLRI institution. This study uses quantitative and qualitative approach with descriptive-verificative method to gain deeper information about the phenomena that occurs.  This study results in several findings, that the public has good perception of the performance of POLRI in maintaining unity and integrity, handling political and/or legal cases, handling the conditions of public order and security, as well as the handling of COVID-19. However, there is still a need to draw sympathy from the public and gain higher trust from them, which is also suggested in this study.

Purpose – This study was carried out to analyze the influence of strategic intuition on firm performance through the role of entrepreneurial agility as mediator and environmental dynamism as a moderator. Design/methodology/approach – This study was conducted using quantitative approach. The number of samples in this study was 280 SMEs actors in Bandung, West Java. The data in this study was collected by distributing questionnaire to the respondents. The data obtained was then processed and analyzed using Structural Equation Modelling with Partial Least Square, using Smart-PLS software. Findings – The findings of this study proved that: (1) Strategic intuition positively influenced firm performance; (2) Strategic intuition positively influenced entrepreneurial agility; (3) Entrepreneurial agility positively influenced firm performance; (4) Environmental dynamism negatively moderated the relationship between strategic intuition and entrepreneurial agility; and (5) Environmental dynamism negatively moderated the relationship between entrepreneurial agility and firm performance. Research limitations/implications – This study attempted to understand the concept of entrepreneurship in a dynamic environment using entrepreneurial agility as one of the constructs, and linked it with firm performance. However, this study had not yet differed the respondent based on their business type. Future studies can analyze further about the phenomenon that occurred within different kind of business using different level of analysis, such as comparing the condition within and between group of entrepreneurs. Practical implications – This study provided contributions to SMEs actors in Bandung, as it can be a consideration for the way they run their business within a volatile business environment. Originality/value – This study was giving a deep understanding of strategic intuition on firm performance with the mediation role of entrepreneurial dan moderator role of environmental dynamism in the scope of SMEs.

The last few decades have seen significant research in the fields of innovation and leadership. The act of motivating, influencing, and directing team members toward the intended objectives is referred to as leadership. However, the term of leadership is broad and has various definitions. It encompasses and influences a range of methods, circumstances, aptitudes, and attributes. On the other side, innovative leaders are creative thinkers who may produce concepts that serve as the foundation for innovation. Understanding the principles of leadership and innovation is essential before one can fully comprehend the true meaning of innovative leadership. This study combines the two terms, reviews the innovative leadership style that will be discussed in the literature, and gives a general summary of how the two terms affect employees' performance.