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All Journal Jurnal Bahana Manajemen Pendidikan QALAMUNA: Jurnal Pendidikan, Sosial, dan Agama Tadbir : Jurnal Studi Manajemen Pendidikan Syntax Literate: Jurnal Ilmiah Indonesia CogITo Smart Journal Journal of Economic, Bussines and Accounting (COSTING) SEIKO : Journal of Management & Business Jurnal Mantik JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Management Studies and Entrepreneurship Journal (MSEJ) Aksara: Jurnal Ilmu Pendidikan Nonformal Daengku: Journal of Humanities and Social Sciences Innovation Jurnal Ekonomi Jurnal Multidisiplin Madani (MUDIMA) Klabat Journal of Management JER International Journal of Economics and Management Research
Ronny Hansje Walean
Fakultas Ekonomi Dan Bisnis, Universitas Klabat, Manado, Indonesia
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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The Interplay of Social Media Marketing, Brand Trust, Customer Satisfaction and Loyalty Walean, Ronny H.; Rantung, Nancy Margaretha; Mandagi, Deske W.
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 6 No 4 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i4.4519

Abstract

Purpose: This study aims to understand how social media marketing (SMM) affects customer satisfaction and loyalty in the context of emerging e-commerce markets, with a particular focus on the mediating role of brand tr Purpose: This study aimed to understand how social media marketing (SMM) affects customer satisfaction and loyalty in emerging e-commerce markets, with a particular focus on the mediating role of brand trust. Methodology/approach: This study used a quantitative correlational research design. Data were collected through an online survey of 182 active users of a leading Indonesian e-commerce platform. The data were analyzed using Structural Equation Modeling (SEM) with SmartPLS software to examine the relationships between SMM, brand trust, customer satisfaction, and loyalty. Results: The study found that SMM had a significant positive impact on brand trust. In turn, brand trust positively influences customer satisfaction and loyalty. Furthermore, brand trust is a critical mediating variable that strengthens the relationship between SMM and customer outcomes. Conclusions: Building brand trust through effective social media engagement is essential for enhancing customer satisfaction and loyalty in e-commerce brands. SMM strategies that foster trust can serve as powerful tools for achieving long-term consumer retention in competitive digital marketplaces. Limitations: This study focused solely on Indonesian users of a single e-commerce platform, which may limit the generalizability of the findings to other markets or platforms. Contribution: This study provides practical insights for marketers, digital strategists, and e-commerce businesses aiming to strengthen consumer relationships. This study contributes to a broader understanding of how social media engagement can be leveraged to build trust and drive loyalty in rapidly growing online markets. ust. Methodology/approach: A quantitative correlational research design was used. Data were collected through an online survey of 182 active users of a leading e-commerce platform in Indonesia. The data were analyzed using Structural Equation Modeling (SEM) with the SmartPLS software to examine the relationships between SMM, brand trust, customer satisfaction, and loyalty. Results/findings: The study found that SMM has a significant positive impact on brand trust. In turn, brand trust positively influences both customer satisfaction and customer loyalty. Furthermore, brand trust acts as a critical mediating variable that strengthens the relationship between SMM and customer outcomes. Conclusions: Building brand trust through effective social media engagement is essential for enhancing customer satisfaction and loyalty in e-commerce. SMM strategies that foster trust can serve as powerful tools for achieving long-term consumer retention in competitive digital markets. Limitations: The study focused solely on Indonesian users of a single e-commerce platform, which may limit the generalizability of the findings to other markets or platforms. Contribution: This study provides practical insights for marketers, digital strategists, and e-commerce businesses aiming to deepen consumer relationships. It contributes to the broader understanding of how social media engagement can be leveraged to build trust and drive loyalty in rapidly growing online markets.
Perceived Value and Pricing as Determinants of Loyalty Intention in Music Streaming Subscription Services: Mediating Role of Customer Satisfaction Fibrillya Priskila Moreen Soputan; Ronny H. Walean; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2388

Abstract

Customer loyalty represents a critical challenge for subscription-based digital services, particularly in the highly competitive music streaming industry. This study aims to examine the influence of perceived value and pricing on loyalty intention, with customer satisfaction serving as a mediating variable among Spotify Premium users. A quantitative research approach was employed through a survey. Data were collected from 204 respondents and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The structural model analysis reveals that perceived value and pricing have significant positive effects on customer satisfaction and loyalty intention. Furthermore, customer satisfaction significantly mediates the relationships among perceived value, pricing, and loyalty intention, indicating that satisfaction is an important mechanism linking service evaluation to loyalty behavior. The study contributes to the literature on digital consumer behavior by clarifying the mechanism through which value and price perceptions influence loyalty in subscription platforms. Practically, the findings provide insights for digital music service providers to design strategies that enhance perceived value, optimize pricing structures, and improve user satisfaction, thereby strengthening long-term customer loyalty.
The Influence of Brand Image, Price, and Service Quality on Customer Loyalty Through Customer Satisfaction Paula Sumarandak; Ronny H. Walean
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.1997

Abstract

This study aims to examine the influence of brand image, price, and service quality on customer loyalty at Bakery UNKLAB, with customer satisfaction as a mediating variable. The research focuses on the Indonesian market context, employing a quantitative survey and collecting data from 216 Bakery UNKLAB customers. The data were analyzed using Structural Equation Modeling (SEM) with Partial Least Squares (PLS) to test the hypothesized relationships. The findings reveal that brand image, price, and service quality significantly contribute to customer satisfaction, which in turn strongly and positively affects customer loyalty. Customer satisfaction also serves as a crucial mediator linking these marketing factors to loyalty. These results offer valuable strategic insights for Bakery UNKLAB management in designing marketing policies that emphasize enhancing satisfaction to strengthen consumer loyalty in a competitive market.
The Interplay of Service Recovery on Word of Mouth, Sustainable Brand, and Customer Trust in Banking Cryzelda Minerva Lumbantoruan; Ronny H. Walean; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2338

Abstract

Customer trust is a fundamental factor in sustaining long-term relationships in the banking sector. However, service failures in digital banking can weaken trust and damage brand perception. This study examines the influence of service recovery on word-of-mouth, sustainable brand perception, and customer trust, and the mediating role of customer trust. Data were collected through a questionnaire survey from 250 banking customers in Manado, Indonesia. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that service recovery significantly influences word-of-mouth and customer trust. Word of mouth also significantly affects perceptions of a brand's sustainability and customer trust. Furthermore, customer trust mediates the relationship between service recovery and sustainable brand. These findings highlight the importance of effective service recovery in strengthening trust, generating positive word-of-mouth, and supporting sustainable branding in the banking industry.
Co-Authors Christian G. Siwy Cliford R. Ratulangi Cryzelda Minerva Lumbantoruan Daysi Fikka Kelejan Delli Sabudu Deny Indra Pratama Deske W. Mandagi Douglass Rasuh Dungus, Jane Evelyn Natalie Karwur Fibrillya Priskila Moreen Soputan Frandy Melvin Walean Gerungan, Citra Adriana Hotmauli Harianja Juhenwils Talumantak Kawuwung, Lovimaci Jean Laoh, Jangs Lendo, Patricia Leonard Stiefen Mumek Leonard Stiefen Mumek Lumeno, Kimberly Mantiri, Anggun Tryuda Ninggrum Marni Roring Marselina Lay Rihi Nadia C. G. Tumober Noufer A. Tumbelaka Paula Sumarandak Rantung, Nancy Margaretha Salainti, Shane Stephen Dylan Shapely Ambalao Sharon Kumaratih Dewi Wardoyo Supit, Natalia Cindy Christine Tangkudung, Elisabeth Fransisca Tonny Irianto Soewignyo Walean, Frandy Yeane Koyongian