International Journal Administration, Business & Organization

Analysis the Impact of Free Nutritional Food Program on Food Availability and Public Perception in Bandung

2026-08-07T02:29:26+00:00

This study analyzes the impact of the Free Nutritious Meals (MBG) Program on food availability and public perception in Bandung City. Using a quantitative survey method with a Structural Equation Modeling-Partial Least Squares (SEM-PLS) approach, the results indicate that the MBG program has a strong influence on local food availability, primarily through increased food demand in the market and easier access to food. However, the program's impact on public perception was found to be very limited, with Bandung residents tending to evaluate the program based on aspects of governance, transparency, and public accountability, rather than solely on direct benefits or food quality. This study also revealed that the condition of Bandung's local food system, which is highly dependent on supplies from outside the region and has a long distribution chain, is a limiting factor moderating the program's effectiveness. Thus, although the MBG program is effective in increasing food availability quantitatively, its sustainability and social acceptance in Bandung City depend heavily on improved distribution governance, information transparency, and strengthening a more inclusive and resilient local food system.

Keywords: Free Nutritious Meals Program, food availability, public perception, local food system, Bandung.

The Effect of Speed and Service Quality on Customer Satisfaction at FamilyMart Bandung

2026-08-07T02:08:00+00:00

The quick growth of convenience stores in Indonesia has increased competition in the retail industry, pushing enterprises to provide effective, dependable, and customer-focused services. In this situation, maintaining long-term corporate performance and cultivating client loyalty depend heavily on consumer satisfaction. This study looks into how customer satisfaction at FamilyMart Bandung is affected by service quality and speed, and whether this link is moderated by service congruence with customer expectations. A survey approach was used to implement a quantitative research design. Customers who had made direct purchases at FamilyMart Bandung provided information via a standardized questionnaire. Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software was used to evaluate the gathered data. The findings show that customer satisfaction is positively impacted by both service quality and speed. Additionally, meeting customer expectations increases customer satisfaction and reinforces the impact of service quality on satisfaction. In order to increase customer satisfaction in the contemporary retail sector, these findings emphasize the significance of providing prompt, excellent, and customer-focused services. They also offer significant managerial implications for service improvement initiatives.

The Effect of Service Advisor Quality on Customer Loyalty: Evidence from an Authorized Toyota Dealership in Indonesia

2026-08-06T15:44:11+00:00

This study aims to analyze the effect of service advisor quality on customer loyalty toward routine maintenance services at Auto2000 Asia Afrika in Bandung. This study employed a quantitative approach using a survey method, in which questionnaires were distributed to customers receiving routine service who interacted directly with service advisors. Service quality was measured using the five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance, and empathy), while customer loyalty was measured through indicators of willingness to return for service, willingness to recommend the service, and not switching to another repair shop. Data analysis was conducted using descriptive analysis and simple linear regression with the aid of SPSS. The results of this study are expected to provide an empirical picture of the extent to which the quality of service advisors’ service affects the loyalty of customers receiving routine maintenance at Auto2000 Asia Afrika in Bandung. Theoretically, this study contributes to the development of research on service management, particularly regarding the relationship between service quality and customer loyalty in the automotive industry. Practically, the study’s findings can serve as a basis for companies to evaluate and improve service advisor standards in order to maintain long-term customer loyalty. This study offers a novel perspective by specifically examining the role of service advisors as the frontline of customer service using the SERVQUAL model in the context of official Toyota service centers in Bandung, a topic that has not been extensively studied before.

The Quality of Digital Public Services in Population Administration in Rural Areas of Indonesia: A Literature Review Using the ServQual Approach

2026-08-06T15:40:04+00:00

Indonesia's public service digital transformation has been reinforced by Presidential Regulation No. 95 of 2018 on Electronic-Based Government Systems (SPBE), yet its implementation in rural areas continues to face infrastructure, institutional, and digital-literacy constraints. This article conceptually examines the quality of digitally based public services in population administration in remote rural areas, using Cisewu Sub-district, Garut Regency, as an illustrative context. The study employs a library research method with a qualitative-descriptive approach and critical content analysis of 23 sources of academic literature, regulations, and policy documents, selected through structured inclusion-exclusion criteria. The analytical framework integrates SERVQUAL theory (tangibles, reliability, responsiveness, assurance, empathy) with digitalization and digital governance theory. The findings indicate that the success of digital population administration services in rural areas is determined by a layered interaction between infrastructure readiness, institutional capacity, and community digital literacy, with the tangibles dimension functioning as a structural precondition. This study formulates the concept of a social compensation mechanism and recommends a hybrid public service model that combines digital services with direct assistance from civil servants as an adaptive strategy for rural regions. The article contributes an integrative SERVQUAL-digital governance conceptual framework that is contextually grounded in the geographic and social conditions of rural Indonesia.

The New Digital Divide: The New Digital Divide: A Perspective of AI Literacy as Workplace Capital and Organizational Inequality

2026-08-06T14:05:44+00:00

In the business world, workplace relationships, employee work performance, and business decision-making are all currently being transformed by the broad diffusion of generative Artificial Intelligence (AI). This explosion focuses on productivity effects; however, it is unaccompanied by studies on whether divergent degrees of AI expertise can produce novel labour inequities. This perspective relied on prior work in the fields of AI literacy, the digital divide, human capital, organizational justice, and human-AI teams. This article conceptualizes the AI Literacy Divide. It argues that literacy in AI is becoming a type of workplace capital that mediates whether an individual can translate access to AI to enhance productivity, work quality and career progression. High-AI literacy workers could be relatively privileged recipients of a variety of rewards associated with AI-enabled work, while low-AI literacy workers could be relatively excluded or disadvantaged relative to their work counterparts possessing equivalent levels of non-AI-based work knowledge. We presented a framework on the origins and effects of the AI Literacy Divide and discussed the practical implications for HR management, human capital management, organisational equity, and future research.