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All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Abdimas BSI: Jurnal Pengabdian Kepada Masyarakat JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Akuntabel : Jurnal Ekonomi dan Keuangan JURNAL MANAJEMEN BISNIS MABIS: Manajemen dan Bisnis Journal of Enterprise and Development (JED) Journal of Management and Entrepreneurship Research Jurnal Dharma Bhakti Ekuitas Interdisciplinary Social Studies PRIMA : Portal Riset dan Inovasi Pengabdian Masyarakat Journal of Social Research Jurnal Inspirasi Binsis dan Manajemen Journal of Sustainable Community Service IIJSE Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management Jurnal Ilmiah Bisnis dan Ekonomi Asia (Jibeka)
Siska Ernawati Fatimah
Universitas Swadaya Gunung Jati
Aerospace Engineering Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Public Health Social Sciences Veterinary Other

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The Effect of Social Presence and Virtual Store Experience on Cunsumer Trust In Ciebon E-Commerce Platforms Trinanda, Vega; Siska Ernawati Fatimah
Jurnal Manajemen Bisnis Vol. 13 No. 1 (2026): March
Publisher : Pusat Penerbitan dan Publikasi Ilmiah, FEB, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33096/jmb.v13i1.1407

Abstract

This study examines the influence of social presence and virtual store experiences on consumer trust in e-commerce platforms located in Cirebon City, delving into how affective and cognitive factors shape confidence in a localized online retail setting. Employing a quantitative approach with a causal associative design, data was collected through comprehensive questionnaires distributed to 385 individuals who had engaged in purchases on e-commerce sites, and analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS) to test hypotheses and assess inter-variable relationships. The findings reveal that social presence has a positive and significant impact on consumer trust, while virtual store experiences similarly exert a positive and substantial effect. Collectively, these elements explain a considerable portion of the variance in trust, as indicated by a robust coefficient of determination, suggesting that trust emerges from a blend of emotional interactions and rational evaluations of system usability and virtual store features. Practically, the research provides valuable guidance for e-commerce managers to strengthen trust through improved social interactions and optimized virtual store designs, potentially increasing online purchases, supporting local digital businesses, and promoting sustainable economic progress and technological advancements in regional markets.
Augmented Reality, Customer Experience, and Repurchase Intention in the Cosmetic Products: Exploring the Mediating Role of Customer Satisfaction Fakhiratunisa, Zahra; Stevani, Fadia; Fatimah, Siska Ernawati
Journal of Enterprise and Development (JED) Vol. 7 No. 2 (2025)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v7i2.13213

Abstract

Purpose: This study investigates the mediating role of customer satisfaction (CS) in the relationship between augmented reality (AR), customer experience (CE), and repurchase intention (RI).Method: Data were collected from 399 Gen Z cosmetic consumers in Cirebon City through Likert-scale questionnaires. Structural Equation Modeling–Partial Least Squares (SEM-PLS) was used for analysis.Result: This study revealed that all hypotheses were supported. It found that AR positively influences CS, CE significantly impacts CS, and both AR and CE directly affect RI. Additionally, CS was shown to mediate the effects of both AR and CE on RI.Practical Implications for Economic Growth and Development: The findings offer valuable insights for the cosmetics and digital marketing sectors. Integrating AR features can enhance shopping experiences, reduce product-related uncertainty, and increase consumer confidence. Improved customer experience leads to higher satisfaction and loyalty, driving repeat purchases. These outcomes can help businesses lower customer acquisition costs, foster innovation in digital technologies, and strengthen market competitiveness—contributing to job creation and broader economic development in both retail and tech industries.Originality/Value: This study contributes a novel perspective by focusing on Gen Z and cosmetic products. This study also integrates AR and customer experience within a unified research model.
The Influence of Social Media Marketing and the Ease of Use of Mobile Banking on Customer Loyalty with Customer Satisfaction as a Mediator in Mobile Banking Services “Digi by Bank BJB” Alysha Prameswari Nurmalitasari; Aang Curatman; Siska Ernawati Fatimah
Journal of Social Research Vol. 5 No. 2 (2026): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v5i2.2988

Abstract

Many factors can affect customer loyalty, one of which is social media marketing. In addition to social media marketing, the ease of use of mobile banking can also affect customer loyalty. This study includes customer satisfaction as a mediating variable. The approach used in this study is quantitative. This is explanatory research. The population comprises 20,028 customers of Bank BJB who use "white Digi." The sample consists of 392 Bank BJB customers who use "white Digi," determined using the Slovin formula and purposive sampling techniques. Data were collected using questionnaires. Data analysis employed descriptive statistics and Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that: 1) social media marketing has a positive and significant effect on satisfaction; 2) the ease of use of "Digi by Bank BJB" has a positive and significant effect on customer satisfaction; 3) social media marketing has a positive and significant effect on customer loyalty; 4) the ease of use of "Digi by Bank BJB" has a positive and significant effect on customer loyalty; 5) satisfaction has a positive and significant effect on customer loyalty; 6) customer satisfaction mediates the relationship between social media marketing and customer loyalty; and 7) customer satisfaction mediates the relationship between the ease of use of "Digi by Bank BJB" and customer loyalty.
The Effect of Omnichannel Strategy and Personal Selling on Customer Experience Quality Among Small and Medium Enterprise Consumers in Cirebon City Moh. A’ip Saepul Rohman; Siska Ernawati Fatimah
Interdisciplinary Social Studies Vol. 5 No. 3 (2026): Interdisciplinary Social Studies
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v5i4.1114

Abstract

This study is motivated by the rapid transformation of consumer behavior in the digital era, which encourages small and medium enterprises (SMEs) to adopt omnichannel strategies and improve personal selling quality in order to create better customer experiences. The increasing use of digital platforms, social commerce, and integrated shopping channels has changed how consumers interact with businesses, making customer experience quality an important factor in maintaining competitiveness and customer loyalty. Therefore, this study aims to analyze the influence of omnichannel strategy and personal selling on customer experience quality among SME consumers in Cirebon City. This research employed a quantitative approach using survey data collected from 180 respondents who had experience purchasing from retail SMEs in Cirebon City. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) to examine the relationships between variables. The findings reveal that omnichannel strategy has a positive and significant effect on customer experience quality by providing seamless channel integration, easier access to information, and consistent service interactions. In addition, personal selling also significantly improves customer experience through effective communication, empathy, and responsive customer service. Simultaneously, both variables strongly influence customer experience quality. In conclusion, the integration of omnichannel strategies and effective personal selling can help SMEs create more satisfying, consistent, and sustainable customer experiences in the digital business environment.
Co-Authors Aang Curatman Acep Komara Agung Yulianto Alysha Prameswari Nurmalitasari Anshori, Asroful Adim Aoliyah Firasati Asti Hidayati Asti Hidayati, Asti Astillero, Marlon Rael Azzahra, Nadhira Dhenisa Dewi Sulaeman Dien Noviany Rahmatika Dita Septiani Elsya Tri Hasanah Fakhiratunisa, Zahra Gaung Al Faris Hadyati, Siti Nur Hanna Nurhaliza Herdinadiatin, Lis Tatin Holik, Asep Epriana Nur Ida Rosnidah Khusnul Khotimah Khotimah Komara , Acep Lis Tatin Herdinadiatin Mahadianto, M. Yudi Maulana Aditya Alfian Noor Maulany, Soesanty Mila Widia Putri Moh Yudi Mahadianto Moh. A’ip Saepul Rohman Nadhira Azzahra Nadhira Azzhara Nadila Tri Natasya Noveria Susijawati Oktavani, Icha Dinda Lestari Purdianto, Ario Rachmania, Vera Ramadhan, Muhammad Inzaghi Rawi, Rawi Rizky Aditya Wirayudha Saha, Sanchita Santoso, Sindi Puji Saputra, Riza Ardy Siti Maryam Siti Nur Hadiyati Srisuk, Prattana Stevani, Fadia Sulistiowati, Lisa Harry Sulistiyowati, Lisa Harry Suzana, Anna Trinanda, Vega Umiyaroh