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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Jurnal Administrasi Bisnis CROP AGRO, Scientific Journal of Agronomy GERVASI: Jurnal Pengabdian kepada Masyarakat Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Journal of Enterprise and Development (JED) BENING Ilomata International Journal of Management Enrichment : Journal of Management RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL Jurnal Pengabdian kepada Masyarakat Nusantara Ilomata International Journal of Management Jurnal Ekonomi Jurnal Fokus Manajemen COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan Journal of Management and Digital Business Economic Reviews Journal Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Multidisiplin West Science Madani: Multidisciplinary Scientific Journal Journal of Educational Management Research Socius: Social Sciences Research Journal Jurnal Riset Ilmiah INOVASI: Jurnal Ekonomi, Keuangan, dan Manajemen International Journal of Economics, Business Management and Accounting Jurnal Ilmiah Multidisiplin Primary Journal of Multidisciplinary Research
Erna Listiana
Universitas Tanjungpura Pontianak
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Physics Public Health Social Sciences Other

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Journal : Journal of Educational Management Research

 1 
The Effect of User Perception and User Experience on Customer Loyalty in Digital Mobility Platforms: Implications for Management Education (A Study of Gojek Indonesia) Tobing, Terensia; Listiana, Erna; Giriati; Barkah, Barkah; Fitriana , Ana
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1888

Abstract

The rapid development of application-based ride-hailing services has intensified market competition and encouraged service providers to better understand the factors influencing customer satisfaction and loyalty. This study aims to examine the effects of perceived price fairness, e-service quality, and wayfinding on customer loyalty, with customer satisfaction serving as a mediating variable among users of the Gojek application in Indonesia. Using a quantitative approach, data were collected through an online survey of 218 respondents selected via purposive sampling, and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS 3. The results indicate that perceived price fairness, e-service quality, and wayfinding have positive and significant effects on customer satisfaction, while e-service quality and customer satisfaction have positive and significant effects on customer loyalty. Furthermore, the indirect effect analysis confirms that customer satisfaction significantly mediates the relationships between perceived price fairness, e-service quality, and wayfinding and customer loyalty. These findings highlight that customer loyalty in digital ride-hailing services is more strongly shaped through customer satisfaction resulting from users’ comprehensive evaluations of price fairness, digital service quality, and application navigation, and provide important managerial and management education implications for understanding customer-oriented digital service management.
Credibility, Parasocial Interaction, and Informative Value: The Role of Trust in Stakeholders’ Decision Intention Rahmadhani, Roro Ayu; Fauzan, Rizky; Listiana, Erna; Afifah, Nur; Ahmadi
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1922

Abstract

The rapid growth of influencer marketing in Indonesia, particularly through social media platforms, has heightened the importance of influencer authenticity in shaping audience perceptions and decision-making. However, empirical studies examining the effectiveness of influencers who promote their own brands remain limited. This study aims to analyze the influence of credibility, parasocial interaction, and informative value on stakeholders’ decision intention, with trust serving as a mediating variable, within the context of educational brand management. Using a quantitative approach, data were collected through a questionnaire administered to 217 respondents and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 3. The findings reveal that parasocial interaction has a positive and significant direct effect on decision intention, while credibility, parasocial interaction, and informative value significantly influence trust. In contrast, credibility and informative value do not show a significant direct effect on decision intention. Furthermore, trust is found to significantly mediate the relationships between credibility, parasocial interaction, and informative value and stakeholders’ decision intention. These results imply that effective educational brand management in the digital era should prioritize trust-building strategies by enhancing authentic communication, meaningful engagement, and the quality of information delivered to stakeholders in order to strengthen decision-making outcomes.
Post-Adoption Determinants of Continuance Intention: The Mediating Role of Satisfaction among Indonesian Canva Pro Users Safmi, Ima Kumala; Komari, Nurul; Listiana, Erna; Fitriana, Ana; Ahmadi
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1940

Abstract

Cloud-based graphic design platforms have significantly expanded global creative accessibility; however, Canva’s market share in Indonesia has declined by 14.14% to 9.01% despite high digital penetration. This study aims to analyze the post-adoption determinants of continuance intention among Indonesian Canva Pro users by integrating the Expectation Confirmation Model (ECM) and the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2). A quantitative approach was employed through a survey of 230 active Canva Pro subscribers, and the data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The findings reveal that confirmation of expectation, perceived enjoyment, and price saving orientation positively and significantly influence satisfaction. Furthermore, satisfaction, confirmation of expectation, and price saving orientation have direct significant effects on continuance intention, while perceived enjoyment affects continuance intention indirectly through satisfaction. Mediation analysis confirms that satisfaction serves as a significant intervening variable linking cognitive, affective, and economic factors to continuance intention, with price saving orientation emerging as the most dominant determinant. These results imply that sustaining subscription-based digital services in utilitarian contexts requires not only fulfilling user expectations and delivering enjoyable experiences, but more importantly, ensuring strong perceived economic value to strengthen long-term user retention strategies.
Co-Authors ,, Idris ., Sudika A, Ahmadi Adinda, Chery Agata, Esa Ahmad Shalahuddin, Ahmad AHMADI Ai Chen, Stephani Priska Akbari, Rizki Zulfi Alessandro, Muhammad Jerry Alika, Florensia Ana Fitriana Andryan, Muhamad Farid Angelia, Lussy Annisa Fitri, Annisa Anwar Azazi Aprilliani, Shifa Augustine, Intanie Barkah Barkah Barkah Barkah, Barkah Benidikto, Markus Iman Burhan Cahyo Martanto, Robertos Calvin Calvin Calvin Chery Ramadani, Mawar Arum Cristianto, Dwi Adnes Julians Daud, Ilzar Deliana, Salwa Rana Dio, Louisio Dody Pratama Marumpe Dwiputra, Wahyu Endah Mayasari Fahruna, Yulyanti Fasius, Bony Fauzan, Ahmad Hilmi Fauzan, Rizky Firdaus, Angelika Fitriana , Ana G, Giriati Giriati Goyovi, Julia Hafid, Khairunissa Harry Setiawan Hasanudin Hasanudin Hasanudin Helma Malini Helma Malini, Helma Hendri, Markus Heriyadi, Heriyadi Hermanto, Dicky Irdhayanti, Efa Irene, Novi Juniwati Juniwati Khadijah, Qanita Khu, Jisell Felicia Krisna, Krisna Kusuma, Cinta Dara Lay, Nico Yudhinata Lestari, Wiji Dinda M. Irfani Hendri Maharani, Tri Adinda Mediawati, Mega Putri Meydiawati, Meydiawati Milen, Milen Moh. Rasyid Ridho Muhaimenon Muhaimenon Muhammad Afif Muryati, Tri NINDYA, GHEA Nurul Komari Oprilyani, Adhinda Dwi Prasetyo, Puty Febriasari Purmono, Bintoro Bagus Purwanti, Dina Oktri Rabbani, Ammar Rahmadhani, Roro Ayu Rahmananda, Firhan Rahmaniar, Desi Ramadania Ramadania, Ramadania Riyani, Indah Rozania, Via Safmi, Ima Kumala Satria, Dimas Shandy, Jose Haris Soe, Sinta Bella Sulastri, Ria Sulistiowati Sulistiowati Suwandi, Della Syahbandi Syahbandi Syahbandi Syahputri, Anggraini Tati Rajati Teguh Firmansyah Titik Rosnani Tiurma Sinaga Tobing, Terensia Ulan, Ulan Waldi Wendy Wenny Pebrianti Widyaningrum, Belinda Putri Yulianingsih, Tanti Yulyaningsih, Veronika Bella