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All Journal Ilomata International Journal of Social Science Batara Wisnu : Indonesian Journal of Community Services
Syakir Abdul Wadud
Universitas Pembangunan Nasional “Veteran” Jakarta
Religion Humanities Education Law, Crime, Criminology & Criminal Justice Other

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Determinants of Electronic Customer Loyalty on TikTok Shop: Roles of Quality Experience Satisfaction and EWOM Syakir Abdul Wadud; Mahrinasari; Miguna Astuti
Ilomata International Journal of Social Science Vol. 7 No. 3 (2026): July 2026
Publisher : Yayasan Ilomata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijss.v7i3.2163

Abstract

This study investigates electronic customer loyalty in video-based social commerce by analyzing TikTok Shop users in Jakarta, Indonesia. Prior studies on e-loyalty and TikTok Shop contexts have predominantly examined partial relationships such as the direct effects of electronic service quality (ESQ) or electronic word of mouth (eWOM) on loyalty often treating electronic customer experience (ECE) and electronic customer satisfaction (ECS) as isolated or sequential predictors rather than integrating them within a comprehensive structural model. In contrast, this study develops and empirically tests an integrated framework that simultaneously incorporates ESQ, ECE, ECS, and eWOM, while also explicitly distinguishing ECE as a process-based construct reflecting interactive user engagement and ECS as an outcome-based evaluative judgment in the formation of loyalty. Using a cross-sectional survey of 235 TikTok Shop users and applying PLS-SEM analysis, the results demonstrate that ESQ and ECE have significant positive effects on electronic customer loyalty. Furthermore, bootstrapped mediation analysis reveals that the indirect effects of ECS and eWOM on loyalty are not statistically significant, as indicated by their respective path coefficients, t-values, p-values, and 95% confidence intervals that include zero, thereby confirming the absence of meaningful mediation effects. These findings suggest that loyalty in video-based social commerce is more strongly driven by consistent service performance and interactive experiential processes than by post-purchase evaluations or communicative diffusion alone. The study contributes empirically by clarifying the roles of process- and outcome-based constructs within an integrated e-loyalty model in the context of emerging video-commerce ecosystems in Southeast Asian digital markets.
INTERNATIONAL COMMUNITY SERVICE THROUGH SME BUSINESS DIAGNOSTICS: CUSTOMER-ORIENTED STRATEGY FOR A COFFEE AND SNACK SHOP IN KUALA LUMPUR Iwan Kresna Setiadi; Ivan Yulivan; Yudi Nur Supriadi; Reza Palevi Alren; Syakir Abdul Wadud; Zackharia Rialmi
Batara Wisnu : Indonesian Journal of Community Services Vol. 6 No. 2 (2026): Batara Wisnu | Mei - Agustus 2026
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/bw.v6i2.466

Abstract

International community service can connect academic knowledge with the immediate needs of micro, small, and medium enterprises (MSMEs) operating in multicultural urban settings. This article reports a Corporate Social Innovation (CSI) activity conducted by a team from Universitas Pembangunan Nasional “Veteran” Jakarta in collaboration with Universiti Kuala Lumpur at a coffee and snack shop in the lobby of Regalia Residence, Kuala Lumpur, Malaysia. The activity aimed to identify the partner’s operational and marketing challenges, interpret customer-behavior patterns, and formulate feasible customer-oriented recommendations. A participatory business-diagnostic approach was applied through pre-visit desk research, a one-day field visit, direct observation, semi-structured conversations with the owner and staff, informal customer interactions, photographic documentation, and thematic analysis. The diagnostic process identified four interrelated issues: dependence on fluctuating lobby traffic, the need to serve both residents and short-stay visitors, limited differentiation in a competitive food-and-beverage environment, and underutilized customer-retention and digital-promotion opportunities. The service team translated these findings into a practical strategy package comprising time-based menu planning, a simple loyalty mechanism, low-cost digital content, distinctive menu development, and collaboration with residence management. The principal output was a context-specific set of recommendations and a shared understanding of the shop’s market position; however, the short engagement did not permit measurement of post-implementation business outcomes. The activity demonstrates that international community service can create reciprocal learning and actionable value when recommendations are grounded in partner dialogue, local observation, and realistic resource constraints
Co-Authors Ivan Yulivan Iwan Kresna Setiadi Mahrinasari Miguna Astuti Reza Palevi Alren YUDI NUR SUPRIADI Zackharia Rialmi