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All Journal Jurnal Mirai Management IJBE (Integrated Journal of Business and Economics) Jesya (Jurnal Ekonomi dan Ekonomi Syariah) JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Jurnal Review Pendidikan dan Pengajaran (JRPP) Jurnal Ekonomi Manajemen Jurnal Abdi Insani Economics and Digital Business Review Journal of Management and Entrepreneurship Research Asian Management and Business Review Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Balance : Jurnal Akuntansi dan Manajemen Dinamika Jurnal Manajemen dan Dinamika Bisnis Journal of Artificial Intelligence and Digital Business Innovative: Journal Of Social Science Research Paradoks : Jurnal Ilmu Ekonomi El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Fatmawati, Elia Resha
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PERAN PERSEPSI KEGUNAAN, PERSEPSI RISIKO, DAN EWOM TERHADAP SIKAP ATAS VTO DAN NIAT PEMBELIAN PADA KONSUMEN PRODUK KOSMETIK Wahyudyar, Aprillia Bunga Timur; Aqmala, Diana; Oktariza, Linda Ayu; Fatmawati, Elia Resha
Jurnal Review Pendidikan dan Pengajaran Vol. 7 No. 3 (2024): Volume 7 No 3 Tahun 2024
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jrpp.v7i3.29388

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh persepsi kegunaan, persepsi risiko, dan E-WOM terhadap sikap dan niat pembelian produk kosmetik menggunakan teknologi Virtual Try-On (VTO). Data dikumpulkan melalui survei online terhadap 115 responden perempuan berusia minimal 17 tahun yang memiliki pengalaman mencoba atau mengetahui fitur VTO. Teknik analisis yang digunakan adalah Structural Equation Modeling-Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa persepsi kegunaan dan E-WOM memiliki pengaruh positif terhadap sikap atas VTO, sedangkan persepsi risiko memiliki pengaruh negatif terhadap sikap atas VTO. Sikap atas VTO memiliki pengaruh positif terhadap niat pembelian produk kosmetik. Temuan penelitian ini memberikan kontribusi teoritis dan praktis. Secara teoritis, penelitian ini memperluas pemahaman tentang faktor-faktor yang memengaruhi sikap dan niat pembelian produk kosmetik menggunakan VTO. Secara praktis, temuan penelitian ini dapat membantu perusahaan kosmetik dalam mengembangkan dan memasarkan fitur VTO secara efektif.
Pengaruh Perceived Quality, Customer Experience dan Customer Satisfaction Terhadap Loyalitas Pelanggan This Is April di Semarang puspita, Vinata dyan; amron, amron; safitri, maria; fatmawati, elia resha
Jurnal Mirai Management Vol 10, No 1 (2025)
Publisher : STIE AMKOP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/mirai.v10i1.8745

Abstract

Industri fesyen Indonesia berkembang seiring perubahan perilaku konsumen yang semakin progresif. Minat yang meningkat membuka peluang bisnis, namun juga memperkuat persaingan. Maka, perlu dilakukan strategi agar loyalitas pelanggan tetap tinggi. Riset ini bertujuan guna menganalisis dampak Perceived Quality, Customer Experience serta Customer Satisfaction pada Loyalitas Pelanggan This Is April di Semarang. Penelitian ini menggunakan pendekatan kuantitatif, serta teknik purposive sampling untuk mengumpulkan data dari kuesioner dengan jumlah sampel 101 responden, yakni pelanggan This Is April Semarang. Analisis data menggunakan aplikasi IBM SPSS Statistics 26 melalui metode analisis regresi linear berganda. Hasil riset mengungkapkan yakni Perceived Quality serta Customer Experience berpengaruh pada Loyalitas Pelanggan This Is April, sedangkan Customer Satisfaction tidak berpengaruh pada Loyalitas Pelanggan This Is April. Temuan ini menunjukkan pentingnya Perceived Quality dan Customer Experience dalam membangun loyalitas, sementara Customer Satisfaction bukan menjadi penentu utama. Kata Kunci: Perceived Quality, Customer Experience, Customer Satisfaction, Loyalitas Pelanggan
The Role of Inspiring Value Process: Customer Participation and Marketing Performance Panjaitan, Roymon; Putra, Febrianur Ibnu Fitroh Sukono; Fatmawati, Elia Resha; Sobirov, Bobur
Integrated Journal of Business and Economics (IJBE) Vol 9, No 4 (2025): Integrated Journal of Business and Economics
Publisher : Universitas Bangka Belitung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33019/ijbe.v9i4.1180

Abstract

This exploratory study aims to fill the research gap on unanswered findings in the Service-Dominant Logic (SDL) approach from the role of the inspiring value process. The novelty of this study's model framework is rooted in the SDL perspective that an inspiring value process will achieve shared value creation from the support of customer participation. In the end, this inspiration can shape values from product-centered to service-centered. Four hypotheses were developed and tested using PLS-SEM analysis techniques within a sample frame of 175 MSMEs in Central Java, Indonesia. The findings of this investigation produce four conceptual contributions. Firstly, customer participation has been proven not to impact improving marketing performance positively, but marketing performance can increase when bridged by an inspiring value process from customer participation. Thirdly, customer participation can provide leverage to inspire process value. Fourthly, the inspiring value process directly contributes positively to increasing marketing performance. Conceptual implications provide new propositions that can bridge inconsistencies in findings and empirical results, proving the role of the inspiring value process in contributing practically and theoretically to the SDL perspective
Loyalitas Generasi Z pada Coffee Shop: Analisis Sosial Media Marketing, Lokasi, dan Customer Experience Dewi Az-Zahra, Ananda; Taufan Hariyadi, Guruh; Sartika, Mila; Fatmawati, Elia Resha
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 1 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study examines the role of social media marketing, location, and customer experience in shaping Generation Z customer loyalty at a local coffee shop. Using a quantitative explanatory approach, data were collected from 131 Generation Z respondents through an online questionnaire and analyzed using SEM-PLS with SmartPLS 4. The results indicate that social media marketing and customer experience have a positive and significant effect on customer loyalty, while location shows no significant effect. Simultaneously, the three variables explain 56.5% of the variance in Generation Z loyalty. These findings highlight that digital engagement and positive customer experience are more influential than physical location in fostering loyalty among Generation Z consumers.
Fear of Missing Out, Viral Marketing, dan Sales Promotion Sebagai Determinan Keputusan Pembelian Konsumen di Aeon DP Mall Semarang Zahara, Marsya Indana; Hariyadi, Guruh Taufan; Aqmala, Diana; Fatmawati, Elia Resha
Paradoks : Jurnal Ilmu Ekonomi Vol. 9 No. 1 (2026): November - Januari
Publisher : Fakultas Ekonomi, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/paradoks.v9i1.2177

Abstract

Riset ini bemaksud untuk mengkaji pengaruh fear of missing out (FoMO), viral marketing, dan promosi penjualan pada keputusan pembelian konsumen di pusat perbelanjaan AEON DP Mall. Penelitian ini menerapkan metode kuantitatif dengan pemodelan persamaan struktural partial least squares (PLS-SEM). data didapatkan melalui pembagian kuesioner ke 115 responden yang sesuai persyaratan sebagai konsumen yang pernah berbelanja di AEON DP Mall menggunakan purposive sampling. Data diolah menggunakan SmartPLS 4.0 untuk menguji validitas, reliabilitas, dan hipotesis. Riset menunjukkan bahwa FoMO memiliki dampak positif dan signifikan terhadap keputusan pembelian yang mengindikasikan bahwa dorongan psikologis untuk mengikuti tren memotivasi konsumen untuk melakukan pembelian. Pemasaran viral telah terbukti secara signifikan memengaruhi keputusan pembelian dengan mempromosikan konten kreatif di media sosial yang meningkatkan kesadaran dan minat konsumen. Promosi penjualan menunjukkan pengaruh paling dominan yang mengindikasikan bahwa strategi promosi berupa discount, product bundling, dan flash sale sangat efektif dalam memengaruhi keputusan pembelian. Model  penelitian dapat menjelaskan 52,4% (R² = 0,524) variasi dalam keputusan pembelian, sisanya sebesar 47,6% ditentukan aspek lain di luar model. Implikasi dari penelitian ini menunjukkan bahwa ritel modern perlu mengintegrasikan strategi pemasaran yang memanfaatkan psikologi konsumen, viralitas konten digital, dan insentif promosi untuk mengoptimalkan konversi penjualan. Penelitian lebih lanjut disarankan untuk mengeksplorasi aspek lain seperti kualitas produk, citra merek, dan pengalaman pelanggan yang dapat melengkapi pemahaman tentang penentu keputusan pembelian di industri ritel modern.
Customer Loyalty Generasi Z dalam TikTok Shop: Peran Trust, Risk Perception, dan Satisfaction Fatmawati, Elia Resha; Ulfa, Adilla Kustya
Balance : Jurnal Akuntansi dan Manajemen Vol. 5 No. 1 (2026): April 2026
Publisher : Lembaga Riset Ilmiah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59086/jam.v5i1.1315

Abstract

Penelitian ini mengkaji alasan di balik loyalitas Generasi Z saat berbelanja di TikTok Shop, khususnya di Kota Semarang. Dengan melibatkan 100 responden, studi ini menguji bagaimana rasa percaya (Customer Trust) dan kekhawatiran akan risiko (Risk Perception) memengaruhi loyalitas (Customer Loyalty) melalui rasa puas (Customer Satisfaction). Hasil penelitian menunjukkan bahwa rasa percaya merupakan kunci utama yang secara langsung membuat Generasi Z merasa puas dan mendorong terjadinya pembelian ulang. Di sisi lain, kekhawatiran akan risiko tidak secara langsung menurunkan kepuasan, namun pengaruhnya terhadap loyalitas sangat bergantung pada kemampuan pengalaman belanja dalam menciptakan kepuasan. Temuan ini menegaskan bahwa bagi Generasi Z, kepercayaan merupakan modal dasar, sementara rasa aman dari risiko akan memperkuat loyalitas apabila konsumen merasa puas. Secara praktis, penjual di TikTok Shop perlu tampil lebih transparan untuk membangun kepercayaan dan mengurangi keraguan pembeli guna mempertahankan loyalitas.   This study examines the factors underlying Generation Z’s loyalty when shopping on TikTok Shop, particularly in Semarang City. Using data from 100 respondents, the study investigates how customer trust and risk perception influence customer loyalty through customer satisfaction. The findings indicate that trust is the key factor that directly enhances Generation Z’s satisfaction and encourages repeat purchases. In contrast, risk perception does not directly reduce satisfaction; however, its impact on loyalty largely depends on whether the shopping experience is able to generate satisfaction. These results highlight that, for Generation Z, trust serves as a fundamental basis for loyalty, while a sense of security regarding potential risks strengthens loyalty when customers feel satisfied. Practically, sellers on TikTok Shop are encouraged to adopt greater transparency to build trust and reduce buyer uncertainty in order to maintain customer loyalty.  
KING-KU: Driving Customer Loyalty through Customer Satisfaction on KingGarage Kudus Ulfa, Adilla Kustya; Haziroh, Awanis Linati; Rahayuningtyas, Tri Esti; Fatmawati, Elia Resha; Kanaya, Fadia Zulfa; Yulianto, Ahmad Rudi
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 1 (2026): Februari - April
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i1.5640

Abstract

Competition in the automotive service industry has intensified, marked by the growing number of highly rated repair shops in Kudus Regency. As a newly established workshop in 2022, KingGarage Kudus faces challenges in building customer loyalty, as preliminary findings indicate low levels of repeat purchases and customer referrals. This study aims to examine the effects of service quality and brand image on customer loyalty, with customer satisfaction serving as a mediating variable that strengthens relational outcomes. A quantitative research approach was employed, with data collected through a closed-ended questionnaire using a Likert scale to capture customer perceptions accurately. The sample consisted of KingGarage Kudus customers selected through purposive sampling based on predefined criteria related to service experience. Data were analyzed using SmartPLS 4, including outer model evaluation, inner model assessment, coefficient of determination (R²), and hypothesis testing to ensure robust statistical validation. The findings reveal that service quality and brand image have a positive and significant effect on customer loyalty. Furthermore, customer satisfaction significantly mediates the relationship between service quality, brand image, and customer loyalty, indicating its central role in loyalty formation. These results highlight the strategic importance of enhancing service quality and strengthening brand image to foster customer satisfaction and reinforce customer loyalty, thereby enabling automotive service providers to sustain their competitive advantage in a highly dynamic and competitive industry environment.
TURISLO: Exploring the Role of Trust and Risk Perception in Driving Generation Z Loyalty Through Customer Satisfaction in Tiktokshop Fatmawati, Elia Resha
Economics and Digital Business Review Vol. 7 No. 1 (2026)
Publisher : STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/ecotal.v7i1.3653

Abstract

This study aims to analyze the influence of Customer Trust and Risk Perception on Customer Loyalty, with Customer Satisfaction as a mediating variable among Generation Z users of TikTok Shop in Semarang City. This quantitative study involved 100 respondents. The results indicate that Customer Trust has a positive and significant effect on Customer Satisfaction as well as Customer Loyalty. In contrast, Risk Perception does not have a significant effect on Customer Satisfaction, but it has a positive and significant effect on Customer Loyalty. Customer Satisfaction is also proven to have a positive and significant effect on Customer Loyalty. The mediation test shows that Customer Satisfaction does not mediate the effect of Customer Trust on Customer Loyalty, indicating that trust can directly shape loyalty. However, Customer Satisfaction is able to mediate the effect of Risk Perception on Customer Loyalty, meaning that perceived risk increases satisfaction and ultimately encourages loyalty. These findings confirm that trust is the primary factor in shaping Generation Z loyalty, while effective risk management strengthens loyalty through increased customer satisfaction.
Co-Authors Adilla Kustya Ulfa Amron Amron, Amron Aprilya, Dandy Aryanto, Vincent Didiek Wiet Awanis Linati Haziroh Damar, Haunan Dewi Az-Zahra, Ananda Diana Aqmala Eka Putra, Johni Febrianur Ibnu Fitroh Sukono Putra Gilang Bhirawa Noraga Hariyadi, Guruh Taufan Kanaya, Fadia Zulfa Kusuma, Pradana Jati Lamidi, Lamidi Maharani, Dian Ayu Mahmud Mahmud Mila Sartika, Mila Oktariza, Linda Ayu Piji Pakarti puspita, Vinata dyan Putri, Kinanti Nabila Rizkynugraheny, Andien Dwi Roymon Panjaitan Rumanti, Seline Widi Safitri, Maria Sisca Dian Rahmawati Sobirov, Bobur Taufan Hariyadi, Guruh Tri Esti Rahayuningtyas Ujang Permana, Ujang Wahyudyar, Aprillia Bunga Timur Wardani, Nizia Kusuma Wawan Supriyanto Wijanarko, Danang Yulianto, Ahmad Rudi Zahara, Marsya Indana