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All Journal JAM : Jurnal Aplikasi Manajemen Pendidikan Multikultural Jurnal Ilmu Sosial, Manajemen, Akuntansi dan Bisnis Jurnal Administrasi Bisnis FISIPOL UNMUL Indonesian Journal of Industrial Engineering & Management Adbis : Jurnal Administrasi dan Bisnis Jurnal Pengabdian Polinema Kepada Masyarakat Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Jurnal Pengabdian Kepada Masyarakat Journal of Management, Accounting, General Finance and International Economic Issues (MARGINAL) Jurnal Media Administrasi Journal of Applied Community Engagement (JACE) Journal of Business Management and Economic Development Socius: Social Sciences Research Journal JEBD Journal Economic Excellence Ibnu Sina Jurnal Media Akademik (JMA) PENG: Jurnal Ekonomi dan Manajemen Jurnal Pengabdian Kepada Masyarakat Jurnal Ekonomi Bisnis dan Kewirausahaan Journal of Micro, Small and Medium Enterprises Global Leadership Organizational Research in Management Jurnal Aplikasi Bisnis Ekopedia: Jurnal Ilmiah Ekonomi Jejak digital: Jurnal Ilmiah Multidisiplin Abhakte Jurnal Akuntansi Bisnis dan Humaniora
Rizky Kurniawan Murtiyanto
Jurusan Administrasi Niaga, Politeknik Negeri Malang
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Pengaruh Brand Experience dan Electronic Word of Mouth terhadap Brand Trust Blu by BCA Digital  (Studi pada Mahasiswa di Kota Malang) Sefira Aulia Evanda; Rizky Kurniawan Murtiyanto
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 2 No. 3 (2026): JULI-SEPTEMBER
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/tqax7n88

Abstract

Customer trust is a crucial factor in digital banking services, particularly amidst high cybersecurity risks. This study aims to examine the effect of brand experience and electronic word of mouth (e-WOM) on brand trust among university student users of the Blu by BCA Digital application in Malang City. This study employs an explanatory quantitative method with a sample of 100 respondents selected through purposive sampling from a student population across five universities. Data was collected via an online questionnaire and analyzed using multiple linear regression with SPSS software. The results reveal that, partially, brand experience has a positive and significant effect on brand trust. Conversely, e-WOM exerts a positive but insignificant effect. Simultaneously, both variables significantly affect brand trust, with brand experience acting as the dominant factor. These findings confirm that in the digital banking context, direct user experience (app features, navigation, and service stability) is far more effective in building trust compared to reviews or recommendations from other users. The practical implication for the company is the necessity to enhance feature functionality, application stability, and customer service quality. Future research is recommended to include variables like perceived risk or e-service quality and test e-WOM as a mediating or moderating variable.
Pengaruh Brand Image Dan Promosi Media Digital Terhadap Minat Sewa Di Malang Creative Center Laila Nur Azzizzah; Sanita Dhakirah; Rizky Kurniawan Murtiyanto
Jurnal Ekonomi dan Bisnis Digital Vol. 2 No. 3 (2025): Januari - Maret
Publisher : CV. ITTC INDONESIA

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

Abstract

Advances in information technology have brought significant changes in the way people communicate, conduct business and access information. Therefore, having a good brand image is a must for companies and institutions in order to gain trust from the public. This study aims to analyze the effect of brand image and promotion through digital media on rental interest in Malang Creative Center. This study uses a quantitative approach with brand image and digital media promotion as independent variables, while rental interest acts as the dependent variable. Data were collected by distributing questionnaires to 30 objects who are regular users of Malang Creative Center, with saturated sample selection technique. Data were analyzed using multiple linear regression and hypothesis testing. The findings of this study indicate that brand image and promotion through digital platforms have a positive and significant impact on rental interest in Malang Creative Center. Simultaneous tests also confirmed that both independent variables simultaneously influence rental interest. Based on these findings, it can be concluded that both separately and simultaneously, brand image and promotion through digital media have a positive and significant influence on rental interest in Malang Creative Center. Therefore, it is expected that Malang Creative Center continues to maintain and improve the quality of its brand image and digital promotion strategy to be more optimal.
Pengaruh Content Marketing dan Viral Marketing Terhadap Keputusan Pembelian Produk Serum Hanasui di TikTok (Studi pada Followers Akun TikTok @officialhanasui) Rosiana Avinda Febrianti; Mohammad Maskan; Rizky Kurniawan Murtiyanto
PENG: Jurnal Ekonomi dan Manajemen Vol. 2 No. 3 (2025): Juli-September, Education, Economic dan Social Studies
Publisher : Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/76jny833

Abstract

The rapid development of digital technology in Indonesia has influenced consumer behavior. One of the developments is the popularity of TikTok. Amid the intense competition in the skincare industry and the widespread issue of overclaiming, Hanasui has faced challenges in maintaining competitiveness. The study aims to analyze the influence of content marketing and viral marketing on the purchase decision of Hanasui serum products on TikTok. This research was an explanatory quantitative study. The data were collected through questionnaires distributed to 100 respondents who were the followers of @officialhanasui TikTok account. The sampling technique used a non-probability sampling method with purposive sampling. The data analysis in this study employed multiple regression analysis and hypothesis testing. The results of this study showed that content marketing and viral marketing both partially and simultaneously had a positive and significant influenced on purchasing decisions. Based on the findings of this study, it is concluded that Hanasui is advised to continuously optimize effective content marketing and viral marketing strategies to strengthen consumers purchase decisions regarding Hanasui serum products on the TikTok platform.
Pengaruh Customer Experience dan Kualitas Pelayanan terhadap Keputusan Pembelian Tiket Kereta Api di Stasiun Madiun Rahma Eka Widiastutik; Joko Samboro; Rizky Kurniawan Murtiyanto
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 2 No. 3 (2026): JULI-SEPTEMBER
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/ahh4fk80

Abstract

PT Kereta Api Indonesia (Persero) at Madiun Station continues to improve customer experience and service quality to meet customer expectations and encourage ticket purchase decisions. This study aims to analyze the influence of customer experience and service quality on train ticket purchase decisions at Madiun Station. The research employed a quantitative approach with an explanatory research design. Data were collected through questionnaires distributed to customers who had purchased train tickets at Madiun Station using a purposive sampling technique. The data were analyzed using multiple linear regression analysis. The results indicate that customer experience and service quality have a positive and significant effect on ticket purchase decisions, both partially and simultaneously. Service quality has a more dominant influence than customer experience in encouraging ticket purchase decisions. These findings suggest that improving customer experience and maintaining service quality can strengthen customers’ purchase decisions. Therefore, PT Kereta Api Indonesia (Persero) is expected to continuously enhance service performance and provide positive experiences for its customers.
Pengaruh Relationship Marketing dan Personal Selling Terhadap Loyalitas Pelanggan Unit Toyota di PT Kartika Sari Mulia Malang Lucia Eny Rahmawati; Yulis Nurul Aini; Rizky Kurniawan Murtiyanto
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 2 No. 5 (2026): AGUSTUS-SEPTEMBER
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/5xbayk08

Abstract

Customer loyalty is a key factor in ensuring business sustainability amidst the increasingly competitive automotive industry. This study was prompted by fluctuations in vehicle sales at PT. Kartika Sari Mulia in Malang, highlighting the need to enhance customer loyalty through relationship marketing and personal selling. This study aims to analyse the influence of relationship marketing and personal selling on customer loyalty at PT. Kartika Sari.  This study employed a descriptive quantitative research design with an explanatory research approach. The study sample consisted of 91 respondents selected using purposive sampling. Data were collected via questionnaires, and analysis employed multiple linear regression and hypothesis testing in IBM SPSS Statistics.  The results of the study indicate that Relationship Marketing has a positive and significant effect on customer loyalty, as evidenced by a t-value of 4.361 and a significance level of 0.000 < 0.05. Personal Selling also has a positive and significant effect on customer loyalty, as evidenced by a t-value of 3.579 and a significance level of 0.001 < 0.05. Simultaneously, Relationship Marketing and Personal Selling have a positive and significant effect on customer loyalty, as indicated by a calculated F-value of 76.747 > 3.10 (table F-value) and a significance level of 0.000 < 0.05. The coefficient of determination (R²) of 0.679 indicates that relationship marketing and personal selling account for 67.9% of the variation in customer loyalty. These findings suggest that strengthening relationship marketing and personal selling can enhance customer loyalty at PT Toyota Kartika Sari Mulia Malang.  Based on the research findings, it can be concluded that relationship marketing and personal selling have positive and significant effects on customer loyalty at PT Toyota Kartika Sari Mulia Malang. Therefore, the company is encouraged to strengthen its relationship marketing and personal selling strategies to further enhance customer loyalty.  
Pengaruh Price Discount dan Online Customer Review Terhadap Purchase Intention di Penginapan Murah Malang Ahmad Farhan Pramana; Mohammad Maskan; Rizky Kurniawan Murtiyanto
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 2 No. 5 (2026): AGUSTUS-SEPTEMBER
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/pbdrqz74

Abstract

The advancement of digital technology has encouraged the followers of the Instagram account @penginapanmurahmalang to become more critical in determining their purchase intention toward lodging services. However, the implementation of price discount and the management of online customer review on the account have not been followed by optimal results, making this phenomenon worth studying further. This study aims to examine the effect of price discount and online customer review, both partially and simultaneously, on purchase intention at Penginapan Murah Malang. A quantitative approach was employed, with a population comprising all 137,000 followers of the @penginapanmurahmalang Instagram account, and a sample of 100 respondents determined using the Slovin formula and selected through purposive sampling. Data were analyzed using multiple linear regression with the help of IBM SPSS, accompanied by validity, reliability, classical assumption, t-test, and F-test. The results showed that price discount and online customer review have a positive and significant effect on purchase intention, both partially and simultaneously, with a contribution (Adjusted R Square) of 0.678. Online customer review was found to have a more dominant influence than price discount. This study recommends strengthening the sense of urgency in price discount programs and improving the credibility and honesty of customer reviews to optimize purchase intention.
Pengaruh Customer Experience dan E-Service Quality Terhadap Kepuasan Pelanggan pada Pengguna Aplikasi PLN Mobile Andhika Reyhant Ramadhan; Rizky Kurniawan Murtiyanto; Tri Yulistyawati Evelina
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 2 No. 3 (2026): JULI-SEPTEMBER
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/95a63215

Abstract

Advances in information technology have driven PT PLN (Persero) to undertake a digital transformation through the PLN Mobile app, a fast, easy, and efficient platform for electricity services. However, there are still customer complaints regarding delays in power outage information, unresponsive notifications, and the length of time it takes to resolve complaints, all of which can affect customer satisfaction. This study aims to analyze the influence of Customer Experience and E-Service Quality on customer satisfaction among users of the PLN Mobile App at PT PLN (Persero) ULP Kota Batu. This study employs a quantitative approach using a survey method. Data were collected via a Google Forms questionnaire from 100 respondents who are customers of PT PLN (Persero) ULP Kota Batu and have used the PLN Mobile App, using purposive sampling. Data analysis was performed using IBM SPSS Statistics 25 through descriptive analysis, validity and reliability tests, classical assumptions, multiple linear regression, the coefficient of determination, t-tests, and F-tests. The results of the study indicate that Customer Experience has a positive and significant effect on customer satisfaction (t-value = 4.901; sig. = 0.000), as does E-Service Quality (t-value = 3.199; sig. = 0.002). Simultaneously, both variables have a positive and significant effect on customer satisfaction (F-calculated = 57.290; sig. = 0.000) with an R-squared of 0.542. Thus, Customer Experience and E-Service Quality play a crucial role in enhancing customer satisfaction among users of the PLN Mobile app.
Co-Authors Abdul Waris Abdul Waris Achmad Khusnul Abid Adam Rizaldy Ahmad Farhan Pramana Ahmad Fauzi Aisah Aulia Fajria Akmalia, Masitha Nisa Alifia Dyah Puspita Ayu Amanda, Qisthi Nur Amara Puteri Wahyuning Ratih Amartya Punjungawidya Andhika Reyhant Ramadhan Andrea Dennise Gusti Nugraheni Anjari, Becik Gati Arni Utamaningsih Ayu Sulasari Ayu Sulasari Baroroh Lestari Christin Susilowati Denada Nabila Dhimas Dwi Nugraha Hadistya Drs. Joko Samboro DWI SURYANTO Eko Boedhi Santoso Endyarta Abdul Aziiz Al Fatah Erlangga Andi Sukma Ezar Widiadaya Farika Nikmah Fatchur Rochman Fatchur Rochman Gardilla, Humaira Fathma Halid Hasan Hasan, Halid Haulen Aminda, Wian Dicky Hendri Setiawan Heru Utomo, Heru Ika Fadila Ayu Lestari Ilma Shofiia Imara, Alya Devy Khalidiya Cintya Isnaini Nur Safitri Joko Samboro Karina Ega Nirwana Kristianingsih, Tatiana Kusuma, Fahrizha Laila Nur Azzizzah LINA BUDIARTI Lucia Eny Rahmawati Mahendra, Rizal Ihza Maulana Dimas Said Maya Rizki Fauzia Moh. Charits Moh. Charits Charits Mohamad Rafi Mohammad Maskan Mohammad Maskan Mohammad Maskan, Mohammad Musthofa Hadi Nadya Lutfiana Putri Nadya Lutfiana Putri Nilawati Fiernaningsih Novi Dwi Lestari Nurtjahjani, Fullchis Pradita Mariana Desanty Radhia Jatu Noviarsita Sakti Rahma Eka Widiastutik Rahma Namira Mercellina Rahmadhani, Aisyah Rena Feri Rena Feri Wijayanti Rena Feri Wijayanti Rizka Rahmawati Rizka Rahmawati Rizka Rahmawati, Rizka Rizqina Awliya Fadlina Rosiana Avinda Febrianti Rosydah, Salma Husna Sanita Dhakirah Sefira Aulia Evanda Shinta Maharani Trivena Shodiq, Aliffatur Akbar Sudjanarti, Dwi Sulaksono, Fatmasari Ramadhania Susanto, Clarisa Christia Suselo Utoyo Tatiana Kristianingsih Tri Yulistyawati Evelina Umi Khabibah Vincentius Dwika Arya Wijaya Wardani, Rr. Tri Istining Wian Dicky Haulen Aminda Winda Rahmawati Yosi Afandi Yulis Nurul Aini Zubaidi Zubaidi