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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Endang Tjahjaningsih
Universitas STIKUBANK Semarang, Indonesia.
Economics, Econometrics & Finance

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The Influence of Digital Self Service and Social Media Promotion on Loyalty with Customer Satisfaction as an Intervening Variable Study on PT PLN (Persero) Customers Yeni Iryantini; Endang Tjahjaningsih
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 5 (2025): Dinasti International Journal of Economics, Finance & Accounting (November - De
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i5.5254

Abstract

This paper aims to analyze the relationship between Digital Self-Service and social media promotion on customer loyalty with customer satisfaction as an intervening variable for PLN Mobile application customers in the UID Banten region. Quantitative with a survey method of 100 PLN Mobile customers in the UID Banten region. Data collection was carried out through a 7-point Likert scale questionnaire, then analyzed using SPSS to test validity, reliability, multiple linear regression, and Sobel mediation test to measure the relationship between variables. The results show that Digital Self-Service and Social Media Promotion have a positive effect on Customer Satisfaction, which then acts as a mediator in forming Customer Loyalty towards PLN Mobile services. The results show that Digital Self-Service and promotion through social media have a positive and significant effect on customer satisfaction. However, both do not have a significant direct effect on customer loyalty. On the contrary, customer satisfaction is proven to significantly influence loyalty, making it a key factor in forming user loyalty towards the PLN Mobile application. In addition, customer satisfaction also plays a significant role as a mediator in the relationship between digital services and promotions with customer loyalty.
The Influence of Corporate Image, Price Perception, Service Quality, and Electrifying Lifestyle on Consumer Loyalty Towards Electric Vehicles with Consumer Satisfaction as an Intervening Variable (An Environmental Study of PT PLN UID Banten for the 2021–2024 Period) Elliza Fajarwati; Endang Tjahjaningsih
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 5 (2025): Dinasti International Journal of Economics, Finance & Accounting (November - De
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i5.5289

Abstract

The study was conducted to investigate the effects of corporate image, price perception, service quality, and electrifying lifestyle on consumer loyalty, with consumer satisfaction being used as a mediating variable among electric vehicle users at PT PLN UID Banten from 2021 to 2024. A quantitative method was employed, and primary data were obtained through questionnaires distributed to 100 respondents using a non-probability sampling technique. The data were analyzed through multiple linear regression, and the mediation effect was tested using the Sobel test. It was found that service quality and electrifying lifestyle were positively and significantly associated with consumer satisfaction, while corporate image and price perception were not found to have significant effects. Consumer loyalty was positively influenced by price perception, service quality, electrifying lifestyle, and consumer satisfaction, whereas no direct effect was observed from corporate image. The mediation effect of consumer satisfaction was confirmed in the relationships involving price perception, service quality, and electrifying lifestyle, but not in the relationship involving corporate image.
Co-Authors Elliza Fajarwati Yeni Iryantini