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All Journal JSEH (Jurnal Sosial Ekonomi dan Humaniora) ALEXANDRIA: Journal of Economics, Business, and Entrepreneurship Indonesian Journal of Advanced Research (IJAR) IIJSE
Hs, Rusminah
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Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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The Influence of Customer Experience, Trust, and Word of Mouth on Service Use Decisions at Zap Clinic in Mataram City Mahadewi, Komang Ganitri; HS, Rusminah
Indonesian Journal of Advanced Research Vol. 4 No. 11 (2025): November 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijar.v4i11.15687

Abstract

This study aims to find out and analyze the influence of customer experience, trust, and word of mouth on the decision to use services at ZAP Clinic Mataram City. The type of research used is quantitative with an associative approach. The population in this study is all consumers who have used beauty Zap Clinic services in Mataram City. The number of samples taken was 100 people. The sample collection technique used is non-probability sampling with a purposive sampling approach. The results of the study showed that customer experience and trust had a positive and significant effect on service usage decisions, while word of mouth had a positive but not significant effect. The ability or contribution of the variables of customer experience, trust, and word of mouth in shaping usage decisions was 77.9%, while the remaining 22.1% was influenced by other factors that were not included in the model. These findings emphasize the importance of consumer experience and trust, so ZAP Clinic is advised to improve digital interaction and customer loyalty programs.
The Influence of Online Customer Reviews and Celebrity Endorsers on Impulsive Buying of Skintific Products on TikTok Shop in Mataram City Fajryani, Dinda; HS, Rusminah
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.9335

Abstract

This study was conducted to determine the extent to which Online Customer Reviews and Celebrity Endorsers influence impulsive buying behavior on Skintific products through the TikTok Shop platform in Mataram City. Online Customer Reviews are defined as user reviews or experiences that serve as a source of information about product quality and shape the confidence of potential consumers. Meanwhile, Celebrity Endorsers are public figures who promote products by utilizing their image, reputation, and personal influence. TikTok Shop, as a social commerce media, provides various features such as comment columns, review displays, and live selling that can strengthen the role of these two factors in generating purchasing decisions. The research findings show that Online Customer Reviews have a positive and significant influence on Impulsive Buying with a t-value of 6.216, higher than the t-table of 0.660, and a significance level of 0.000 <0.05. In addition, Celebrity Endorsers are also proven to have a positive and significant influence with a t-value of 3.416 greater than the t-table of 0.660 and a significance level of 0.002 <0.05. Therefore, both variables are considered capable of encouraging consumers to make spontaneous purchases of Skintific products through TikTok Shop.
Co-Authors Fajryani, Dinda Hilmiati Hilmiati, Hilmiati Husrul Linny, Emy Ilhamudin, M. Mahadewi, Komang Ganitri Muhammad Ilhamudin Putu Sinta Dewi, Ni Rispawati, Dewi Selsilia Apriliyanti, Eby Winanda, Tri