Article Per Year (5 Year)
p-Index From 2021 - 2026
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All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) Indonesian Journal of Fintech, Banking, and Financial Services
Anggi Mayang Sari
School of Business, IPB University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Enhancing Customer Loyalty Through the 7P Marketing Mix and the Mediating Role of Customer Satisfaction in Jago Coffee Adinda Kirana Murni Siregar; Retnaningsih Retnaningsih; Anggi Mayang Sari
Indonesian Journal of Business and Entrepreneurship Vol. 12 No. 2 (2026): IJBE, Vol. 12 No. 2, May 2026
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.12.2.334

Abstract

Background: The growth of urban coffee consumption has intensified competition in Indonesia’s mobile coffee service industry, requiring companies to strengthen customer satisfaction and loyalty.Purpose: This study examines the influence of the 7P marketing mix on customer loyalty through the mediating role of customer satisfaction at Jago Coffee.Design/methodology/approach: A mixed-method approach was employed using SEM-PLS analysis based on questionnaires from 162 Jago Coffee consumers and supported by in-depth interviews in Jakarta.Findings/Result: The results indicate that all dimensions of the 7P marketing mix significantly and positively influence customer loyalty through customer satisfaction. Among the 7P elements, physical evidence showed the strongest contribution, while product and promotion demonstrated relatively lower effects. Customers particularly valued product quality, service efficiency, and digital convenience.Conclusion: An integrated 7P marketing mix supported by customer satisfaction plays an important role in strengthening customer loyalty in mobile coffee services.Originality/value (State of the art): This study provides a comprehensive model integrating the 7P marketing mix with customer satisfaction as a mediating variable in the mobile coffee business context an area that remains underexplored in the Indonesian F&B industry. Keywords:  customer loyalty, customer satisfaction, marketing mix 7P, SEM-PLS
Determinants of Digital Banking Adoption Among Generation Z: The Role of Social Media and Influencers in Jakarta Ameera Danish Arista; Zenal Asikin; Anggi Mayang Sari
Indonesian Journal of Fintech, Banking and Financial Services Vol. 1 No. 1 (2026): IJF, Vol. 1 No. 1, April 2026
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijf.1.1.11

Abstract

Background: The rapid growth of digital banking in Indonesia is driven by increasing internet penetration and the widespread adoption of digital platforms, particularly among Generation Z. As digital natives, Generation Z relies heavily on social media and digital information sources, which play a crucial role in shaping their financial decision-making and adoption of digital banking services.Purpose: This study aims to analyze the role of social media and influencers in influencing Generation Z’s intention to use digital banking services, specifically SeaBank, in DKI Jakarta.Design/methodology/approach: A quantitative approach is employed using survey data collected from 100 Generation Z respondents. The data are analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) to examine the relationships between social media, influencers, and intention to use digital banking.Findings/Result: The results indicate that social media has a positive and significant effect on intention to use digital banking, while influencers show a positive but statistically insignificant effect. These findings suggest that platform-based information exposure plays a more dominant role than individual endorsements in shaping behavioral intention.Conclusion: Digital banking adoption among Generation Z is primarily driven by the relevance, accessibility, and usefulness of information delivered through social media platforms rather than by influencer credibility alone. This reflects a shift toward platform-driven engagement in financial decision-making.Originality/value (State of the art): This study contributes to the literature by integrating social media and influencer variables within the Information Adoption Model (IAM) in the context of digital banking. It highlights the evolving role of digital information sources in financial behavior, particularly among Generation Z, and provides new insights into the relative effectiveness of platform-based versus influencer-based communication. Keywords:behavioral finance, digital banking adoption, Generation Z, intention to use, information adoption model
Co-Authors Adinda Kirana Murni Siregar Ameera Danish Arista Retnaningsih Zenal Asikin