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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Lingua Cultura EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis SINERGI: Jurnal Ilmiah Ilmu Manajemen Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Enrichment : Journal of Management Journal of Digital Marketing and Halal Industry Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) Prima Abdika: Jurnal Pengabdian Masyarakat Studi Ilmu Manajemen dan Organisasi Jurnal Ekonomi eCo-Fin Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan JAMBURA: JURNAL ILMIAH MANAJEMEN DAN BISNIS Journal of Management and Digital Business Journal of Applied Management Research Jurnal Manajemen, Akuntansi, Ekonomi Jurnal Multidisiplin West Science Jurnal Industri dan Inovasi (INVASI) JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Jurnal Bisnis dan Kewirausahaan El-Mujtama: Jurnal Pengabdian Masyarakat Ulil Albab Joong-Ki
Juniwati Juniwati
Binus University
Religion Arts Humanities Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Social Sciences Transportation Other

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The influence of electronic customer relationship management on customer loyalty with customer satisfaction and customer experience as mediation Syaifullah, Muhammad Hasan; Pebrianti, Wenny; Afifah, Nur; Juniwati, Juniwati; Jaya, Arman
Jurnal Ekonomi Vol. 13 No. 01 (2024): Jurnal Ekonomi, Edition January - March 2024
Publisher : SEAN Institute

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

Abstract

Gojek is an online transportation service application from Indonesia that dominates the Indonesian market. In 2023, Gojek will experience a decline in market share. Several factors caused this decline. This research aims to reveal and understand the role of E-CRM in the Gojek online transportation application customers use. The variables used in this research include Customer Satisfaction, Loyalty, User experience, and E-CRM. Data collection in this study used a questionnaire distributed to respondents with several predetermined respondent criteria. The population used is Gojek application users. The sample for this research was 210 respondents, who were collected by distributing research questionnaires. Research data was measured using the SEM method assisted by the AMOS 26 statistical application. The results of this research show that E-CRM has a positive effect on Customer Loyalty, with Customer Satisfaction as a potent mediator. Other results from this research show that Customer Experience does not mediate the relationship between E-CRM and Customer Loyalty.
Organic Repurchase Intention: Role of Attitude and Consumer Satisfaction Pardede, Kaleb El Nusa; Heriyadi, Heriyadi; Daud, Ilzar; Juniwati, Juniwati; Pebrianti, Wenny
Studi Ilmu Manajemen dan Organisasi Vol 6 No 4 (2026): Januari
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/simo.v6i4.4780

Abstract

Purpose: This research seeks to explore how attitude and satisfaction serve as mediating variables in the relationship between environmental concern and health consciousness with consumers' intention to purchase. Research Methodology: This study employed a quantitative methodology and was carried out in Indonesia. It involved 206 participants who had experience in purchasing and using organic skincare products from local brands, including Sensatia Botanical, Skin Dewi, Avoskin, N’Pure, and Runa Beauty. Data was collected through an online questionnaire and analyzed using Structural Equation Modeling (SEM) with the help of SmartPLS software. Results: The findings indicate that both environmental concern and health consciousness positively and significantly influence attitude and satisfaction. Both psychological factors attitude and satisfaction were found to play a mediating role in the connection between environmental and health awareness and consumers' intentions to repurchase organic skincare products. Conclusions: Environmental concern and health consciousness significantly influence attitudes and satisfaction, which in turn drive repurchase intention for organic skincare products. These findings highlight the importance of value-based marketing focused on health and environmental sustainability to build consumer loyalty. Limitations: The study is limited to respondents aged 17–44 years and predominantly from the Kalimantan region. It did not take into account other variables such as green trust or perceived behavioral control. Contribution: This study contributes to the organic skincare industry, marketers, and academics in understanding the importance of building consumer attitude and satisfaction based on environmental and health values.
From Immersion to Impulse: The Trust Buiding Journey in Digital Commerce Latifah, Latifah; Ramadania, Ramadania; Juniwati, Juniwati
Journal of Digital Marketing and Halal Industry Vol. 7 No. 2 (2025)
Publisher : Fakultas Ekonomi dan Bisnis Islam UIN Walisongo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21580/jdmhi.2025.7.2.29326

Abstract

Despite the rapid expansion of digital commerce in Indonesia’s cosmetics sector, the mechanisms through which immersive digital experiences shape consumer decision-making remain insufficiently understood, particularly with respect to the interaction between trust formation and tactile preferences. Addressing this gap, the present study investigates how multidimensional immersive experiences influence impulse buying behavior through the mediating role of trust, while considering need for touch as a moderating factor. Immersive experience is conceptualized through three dimensions that are increasingly prevalent in digital cosmetic marketing, namely augmented reality virtual try-on, live streaming commerce, and social media marketing activities. Employing a cross-sectional research design, data were collected from 451 Indonesian consumers aged 18 to 40 years who had purchased international cosmetic brands via digital platforms within the previous six months. The proposed hypotheses were tested using Partial Least Squares Structural Equation Modeling. The findings indicate that all three immersive dimensions significantly enhance consumer trust, with social media marketing exerting the strongest influence, followed by live streaming commerce and augmented reality virtual try-on. Trust, in turn, has a positive and significant effect on impulse buying behavior. Importantly, the results reveal that need for touch negatively moderates the relationship between trust and impulse buying, suggesting that consumers with higher tactile preferences tend to engage in greater purchase deliberation despite elevated levels of trust. The structural model demonstrates strong explanatory power for both trust and impulse buying. This study contributes to the literature by operationalizing immersive experience as a multidimensional construct and identifying tactile preference as a critical boundary condition in digital consumption contexts. From a practical perspective, the findings offer strategic insights for international cosmetic brands in tailoring digital marketing approaches that align with consumers’ sensory orientations in emerging markets such as Indonesia.
Co-Authors Ahmad Salahuddin Ahmad Shalahuddin, Ahmad AHMADI Al Vayyed Shalatar Barqah Djus Alika, Florensia Alisa, Alisa Alqhani, Adip Amalia, Joezka Ana Fitriana Anggraini Syahputri Anwar Azazi Apriyadi, Ridho Nur Ardhionova, Reyhan Davin Ardiansyah, Fito Arman Jaya Asria, Khujjah Ayu Astuti, Rindi Badariah, Alya Barkah, Barkah Cahyadi, Muhammad Byan Farreldipo Cendrawaty Cendrawaty Cristianto, Dwi Adnes Julians Dapa Rahmadana Daud, Ilzar Endah Mayasari Erna Listiana Fahri Fahri Fahruna, Yulyanti Fatoni, Afif Fauzan, Rizky Fredericha Titania Yusara Giriati, Giriati Gita, Leiya Goyovi, Julia Hapsari, Fadhilla Anindita Harry Setiawan Helma Malini Heriyadi, Heriyadi Hermanto, Dicky Iqbal*, Muhammad Juliani, Harisa Julianto, Alven Karina Nadjwa Amardi Karlina, Tety Latifah Latifah Maghribi, Rizqi Marwan, Nayla Inayah Meliani, Dwi Rosita Muhammad Afif Muhammad Iqbal Mustaruddin Mustika, Uray Ndaru Nadila Rizki Ningrum, Imas Dwi Nur Afiah, Nur Pardede, Kaleb El Nusa Penampe, Marie Anne Ester Perawati Perawati, Perawati Pricilla, Maria Olivia Purmono, Bintoro Bagus Purnomo, Bintoro Bagus Purwanto, Dimas Putri Pangestika, Putri Putri Rahmadani, Putri Putri, Shafira Ananda Rahayu, Nika Gita Rahayu, Ratna Bhanuwati Ramadani, Lusi Ramadania Ramadania, Ramadania Ramadhan, Rizani Rifqy, Muhammad Rizqi Wahyudi Riztika, Dheanisa Tri Rusik, Magdalena Polonia Saputra, Wira Sartika, Fiona Setiawan, Bayu Ajib siti zahra zahira Soe, Sinta Bella Suryanita, Fitri Novianti Syahbandi Syahbandi Syaifullah, Muhammad Hasan Titik Rosnani Uray Ndaru Mustika Videlya, Viola Wendy Wenny Pebrianti Yovita Yovita