Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal Economics and Business Journal
Herdiyana
Universitas Pakuan Bogor, Indonesia
Economics, Econometrics & Finance

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Customer Experience and E-Wom Effects on Brand Image and Patient Revisit Intention at Dental Clinics In Bogor Siti Holilah; Agus Setyo Pranowo; Herdiyana
Economics and Business Journal (ECBIS) Vol. 4 No. 5 (2026)
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i5.450

Abstract

This study aims to analyze the influence of customer experience and electronic word of mouth (e-WOM) on brand image and their impact on patient revisit intention at dental clinics in Bogor City. The study was motivated by the increasingly competitive dental service industry, the growing role of digital reviews, and the need to strengthen patient retention in dental healthcare services. A quantitative explanatory approach was employed using an online survey of 200 patients who had visited dental clinics in Bogor City at least once. The data were analyzed using descriptive statistics and Structural Equation Modelling with LISREL 8.80. The results show that customer experience has a positive and significant effect on brand image and patient revisit intention. e-WOM also has a positive and significant effect on brand image and revisit intention. Furthermore, brand image positively affects revisit intention and partially mediates the relationship between customer experience and e-WOM on revisit intention. These findings indicate that dental clinics should integrate service experience management, credible digital reputation, and consistent brand image development to increase patient retention.
Building Customer Loyalty through Product Quality and Digital Touchpoints: The Mediating Role of Brand Image Bayu Luqman; Herdiyana; Sufri Anan
Economics and Business Journal (ECBIS) Vol. 4 No. 6 (2026)
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i6.594

Abstract

This study examined customer loyalty in the Indonesian water quality monitoring system (WQMS) market by testing product quality and digital touchpoints as antecedents and brand image as a mediator. A cross-sectional survey collected 195 responses from three roles in each of 65 institutional customer companies of PT Buana Biru Teknindo. Data were analyzed with PLS-SEM in SmartPLS 4 using 5,000 bootstrap subsamples. Product quality and digital touchpoints positively affected brand image. Product quality and brand image positively affected customer loyalty, whereas the direct digital touchpoint-loyalty path was not significant. Brand image partially mediated the effect of product quality and fully mediated the effect of digital touchpoints on loyalty. The model explained 30.1% of brand image and 37.3% of customer loyalty. These findings indicate that dependable product performance can build loyalty directly, but digital interactions create loyalty only when they strengthen a credible brand image. WQMS suppliers should integrate technical reliability, regulatory evidence, responsive digital after-sales support, and consistent cross-channel communication. The nested respondent structure and cross-sectional design require cautious causal interpretation.
Co-Authors Agus Setyo Pranowo Bayu Luqman Siti Holilah Sufri Anan