Article Per Year (5 Year)
p-Index From 2021 - 2026
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This Author published in this journals
All Journal International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Journal of Social Commerce
Muji Rahayu
Management Study Program, Sekolah Tinggi Ilmu Ekonomi STAN IM, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Economics, Econometrics & Finance Education

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THE INFLUENCE OF PRODUCT QUALITY ON CONSUMER LOYALTY THROUGH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) Murti Sari Dewi; Muji Rahayu
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 5 (2026): APRIL
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20093977

Abstract

This study analyzes the effect of product quality on customer loyalty through Customer Relationship Management (CRM) as a mediating variable at Company X in Cimahi City. A quantitative approach was employed using purposive sampling with 70 respondents. Data were collected through a questionnaire using a five-point Likert scale. The data were processed and analyzed using the SPSS plug-in Process Macro Hayes Model 4. The hypothesis testing results show that product quality has a positive effect on CRM, and product quality also has a positive effect on customer loyalty, although the effect is not significant. Meanwhile, CRM has a positive and significant effect on customer loyalty and mediates the relationship between product quality and customer loyalty. These findings highlight the important role of CRM in strengthening the relationship between product quality and customer loyalty.
The Mediating Role of Brand Trust in the Influence of Influencer Marketing and Electronic Word of Mouth on Consumers’ Purchase Decisions Monica Diaz Cahaya Indratno; Muji Rahayu
Journal of Social Commerce Vol. 6 No. 2 (2026): Journal of Social Commerce
Publisher : Celebes Scholar pg

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56209/jommerce.v6i2.302

Abstract

This study aims to analyze the influence of influencer marketing and electronic word of mouth on purchasing decisions for Timephoria beauty products while examining the role of brand trust as a mediating variable. Timephoria is an innovative makeup brand that entered the Indonesian market in April 2025 and simultaneously experienced two opposing digital phenomena which were a massive promotional campaign and a viral wave of critical community feedback. This research utilized a quantitative approach combined with an explanatory survey method. Data were collected through an online questionnaire distributed to one hundred respondents who were actively exposed to both the promotional content and the related digital reviews. These respondents were selected using purposive sampling based on the Lemeshow formula. The data analysis employed the PROCESS Macro Model 4 methodology developed by Hayes (2022) alongside a bootstrapping technique of five thousand resamples. The results demonstrate that influencer marketing and electronic word of mouth each possess a positive and significant influence on brand trust and purchase decisions both directly and indirectly. Furthermore brand trust is proven to successfully mediate the influence of both independent variables on final consumer purchase decisions.
Co-Authors Monica Diaz Cahaya Indratno Murti Sari Dewi