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All Journal EKBIS Scripta Economica: Journal of Economics, Management, and Accounting
Ikraman
Universitas Raharja
Economics, Econometrics & Finance Education Environmental Science

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Strategi Omnichannel dan Retensi Pelanggan: Analisis pada Industri Ritel Modern Indonesia Anur Rahmah Tiawulandari; Ikraman; Indah Sofia Ningsih
Journal of Economics, Management, and Accounting Vol 1 No 3 (2026): March: Scripta Economica: Journal of Economics, Management, and Accounting
Publisher : CV SCRIPTA INTELEKTUAL MANDIRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65310/hqwbs705

Abstract

This study analyzes omnichannel strategy as an integral component of marketing management in enhancing customer retention within the Indonesian modern retail industry. The acceleration of digital transformation has reshaped consumer purchasing patterns, leading to increased expectations for seamless interactions across physical and digital channels. This research employs a quantitative explanatory approach supported by empirical evidence and official industry data to examine the relationship between omnichannel implementation and customer retention outcomes. The findings indicate that well-integrated omnichannel strategies strengthen customer experience consistency, improve relationship quality, and foster repeat purchase behavior. From a marketing management perspective, omnichannel integration enables firms to optimize the marketing mix, align communication strategies, and manage long-term customer relationships more effectively. These results highlight the strategic importance of managerial coordination across channels in achieving sustainable customer loyalty and maintaining competitiveness in the modern retail sector.
Analisis Pengaruh Kualitas Pelayanan Dan Religiusitas Terhadap Keputusan Nasabah Dalam Memilih Pembiayaan Kredit Kepemilikan Kendaraan Melalui Bank Syariah Indonesia Ikraman; Anur Rahmah Tiawulandari
EKBIS : Jurnal Ekonomi & Bisnis Vol. 2 No. 01 (2026): EKBIS : Jurnal Ekonomi & Bisnis
Publisher : YAYASAN HAMJAH DIHA bekerjasama dengan PENA INSTITUTE

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Abstract

This study aims to analyze the influence of service quality and religiosity on customer decisions in choosing vehicle ownership credit financing at Islamic banks. The research method used is quantitative with a survey approach. Data was collected thru questionnaires distributed to 31 respondents and analyzed using validity tests, normality tests, and multiple linear regression. The results of the validity test showed that all statement items on the service quality, religiosity, and customer decision variables were declared valid with a calculated r value > r table (0.355). The normality test showed that the residual data was normally distributed. The results of the multiple linear regression produced the equation Y = 4.975 + 0.850X1 + 0.018X2, which indicates that service quality has a dominant positive influence on customer decisions, while religiosity also has a positive influence, although its contribution is relatively small. This finding indicates that improving service quality is a key factor that Islamic banks need to consider in their efforts to increase customer decisions, along with strengthening religious values in banking services.
Co-Authors Anur Rahmah Tiawulandari Indah Sofia Ningsih