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Barasa, Larsen
Sekolah Tinggi Ilmu Pelayaran Jakarta
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Journal : Jurnal Dimensi

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SYNERGIZING TECHNOLOGY-ENABLED SERVICE INNOVATION AND SOCIAL MEDIA MARKETING TO BOOST CUSTOMER LOYALTY AND REVENUE GROWTH IN INDUSTRY 4.0 Ramdani, Agus; Barasa, Larsen; Winarno, Winarno; Gunawan, April; Nurhayati, Sri
JURNAL DIMENSI Vol 14, No 2 (2025): JURNAL DIMENSI (JULI 2025)
Publisher : Universitas Riau Kepulauan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33373/dms.v14i2.7763

Abstract

In the digital era of Industry 4.0, technology-enabled service innovation and social media marketing have become essential strategies for businesses seeking to enhance customer loyalty and drive revenue growth. This study aims to systematically review existing literature to understand how these digital strategies individually and synergistically influence customer retention and financial performance. Using a comprehensive literature review method, peer-reviewed journal articles and conference proceedings published between 2000 and 2025 from the Scopus database were analyzed. The analysis focused on key themes, trends, and research gaps related to the adoption of digital service innovations and social media marketing approaches. The findings reveal that technological innovations such as artificial intelligence-powered chatbots, mobile applications, and digital payment systems significantly improve customer experience through increased convenience, personalization, and service efficiency, thereby fostering loyalty across various sectors. Simultaneously, social media marketing enhances customer engagement via interactive and personalized content, influencer collaborations, and user-generated media, strengthening emotional connections and brand loyalty. The integration of technology-enabled service innovation with social media marketing generates synergistic effects, leading to sustained repurchase behavior and enhanced revenue generation. Challenges remain in effectively measuring financial impacts, developing organizational capabilities, and addressing ethical considerations related to data privacy and digital trust. Overall, this review highlights the critical role of integrated, customer-centric digital strategies in sustaining competitive advantage and financial success in the evolving digital marketplace. Future research should focus on emerging technologies and contextual factors influencing digital innovation effectiveness. This study provides valuable insights for practitioners and researchers aiming to harness digital transformation for customer loyalty and business growth.
Co-Authors Abdul Rachman Aditya Rinaldi Agus Ramdani Ahmad Ahmad Aji Permana Aji Permana Aji Permana, Aji Akhmad Gifari Multazam Alamsyah, Jaya Andriyan Hendry Ole April Gunawan April Gunawan Malau April Gunawan Malau ARIF HIDAYAT Bagaskoro, Bagaskoro Bambang Kurniadi, Bambang Bambang Sumali Bambang Sumali Benny Hidayat Boy Laksamana Brenhard Mangatur Tampubolon Brenhard Mangatur Tampubolon Cahyadi , Tri Cris Kuntadi Damayanto Purba Damayanto Purba Damoyanto Purba Desy Anggraini, Rika Diah Zakiah Dika Handika Munajat Dika Handika Munajat Disca Panji Trianggit Dwiyani, Nurindah Erwin Ferry Manurung Fahmi Umasangadji Faisal Aswin Faozun, Irfan Firdaus Bintang Cahyanti Frans Kalangie, Theo J. Geboy Geboy Hazbi Aziz Ashshiddiqi Hutagaol, Meilinasari Nurhasanah Ida Ayu Putu Sri Widnyani Ikhwanuddin Ikhwanuddin Imam Fachruddin Imam Fahcruddin Irene Evi Krismawati Irfan Faozun Jaja Suparman Jay Singgih Jayawarsa, A.A. Ketut Kurnia Putri, Mega Laksamana, Boy Lestari, Diyah Dewi Lili Purnamasita Lisa Annur Arum Janah Lisa Annur Arum Janah M. Anang Jatmiko Mangatur Tampubolon, Brenhard Marihot Simanjuntak Marihot Simanjuntak Markus Yando Marlin Marlin Marlin, Marlin Mauritz H. M. Sibarani Mega Kurnia Putri Mora, Priscilia Mudakir Mudakir, Mudakir Mutiara Szeze Natanael Suranta Nurbaety, Intan Nurhasanah, Meilinasari NURUL WAHYUNI Panderaja Soritua Sijabat Purba, Damoyanto Purnama, Chanra Retno Sawitri Wulandari Retno Sawitri Wulandari Rika Desy Anggraini Riyanto Riyanto Riyanto Riyanto Riyanto Rochmansyaha, Rizal Ronald Simanjuntak Rosna Yuherlina Siahaan Sari Kusumaningrum Sari Kusumaningrum Sibarani, Mauritz Halomoan Manontang Sijabat, Panderaja Soritua Silitonga, Daniel Simanjuntak, M. Marihot Simanjuntak, Marihot Simanjuntak, Marudut Bernadtua Simatupang, Sahattua P. Siska Yoniessa Sri Nurhayati Suhartini Suhartini Sumali, Bambang Surawan, Agus Susi Herawati Susi Herawati Togatorop, Agus Tri Cahyadi Utama, Yusuf Pria Vidya Selasdini Wardoyo Dwi Kurniawan Wartono Rs Wibowo, Titis Ari Winarno Winarno Winarno Winarno Yayu Nopriani Martha Yok Suprobo