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All Journal Jurnal Siasat Bisnis Jurnal Ilmu Manajemen (JIM) An-Nisbah: Jurnal Ekonomi Syariah Kinerja: Jurnal Ekonomi dan Manajemen Journal of Economic, Bussines and Accounting (COSTING) Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship Management Studies and Entrepreneurship Journal (MSEJ) JPEKA: Jurnal Pendidikan Ekonomi, Manajemen dan Keuangan JBMR: Journal of Business and Management Review Ilomata International Journal of Management BISMA (Bisnis dan Manajemen) Edukasia: Jurnal Pendidikan dan Pembelajaran Jurnal Manajemen dan Pemasaran Jasa Nomicpedia: Journal of Economics and Business Innovation Inspirasi: Jurnal Pengabdian dan Pemberdayaan Masyarakat Riwayat: Educational Journal of History and Humanities An-Nisbah: Jurnal Ekonomi Syariah Jurnal Ekonomi, Manajemen, Akuntansi
Sanaji
Departement Of Management, Faculty Of Economics And Business, Universitas Negeri Surabaya, Surabaya, Indonesia
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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The Influence of Public Perception in Forming Satisfaction and Continuance Intention of Using the New PLN Mobile Application in Surabaya Teguh Priya Utama; Sri Setyo Iriani; Sanaji Sanaji
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 7 No. 6 (2026): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/g1tca228

Abstract

This study analyzes the influence of public perception on satisfaction and continuance intention in using the New PLN Mobile application in Surabaya. The background of this research is the increasing adoption of digital public service applications, while user retention remains a critical issue. The objective of this study is to examine how perceived usefulness and perceived ease of use affect user satisfaction and continuance intention. This research applies a quantitative approach using the Technology Acceptance Model (TAM) and Expectation Confirmation Model (ECM). Data were collected through questionnaires distributed to active PLN Mobile users in Surabaya. The data were analyzed using multiple linear regression to test the relationships among variables. The results show that perceived usefulness and perceived ease of use significantly influence user satisfaction. Furthermore, user satisfaction has a significant effect on continuance intention. These findings indicate that user perception plays a key role in determining long-term adoption of digital public service applications. This study provides implications for improving user-centered design in government digital services.
A Systematic Literature Review on the Effectiveness of Customer Relationship Management in Building Customer Loyalty in the Digital Era Aria Syaiful Akbar; Sri Setyo Iriani; Sanaji Sanaji
JPEKA: Jurnal Pendidikan Ekonomi, Manajemen dan Keuangan Vol. 9 No. 2 (2025)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jpeka.v9n2.p107-128

Abstract

Despite the widespread use of CRM, evidence regarding its consistent effect on customer loyalty remains fragmented. The rapid development of the virtual world today is very worthy of consideration for a business to immediately build relationships with customers. This study aims to analyze the influence of customer relationship management on customer loyalty within the company. This study uses a literature review method. The data used comes from the outcomes obtained from the research that has been conducted and published in national journals accredited by SINTA. This review applied a qualitative content analysis of 21 SINTA-indexed articles published between 2020–2025. The steps of data analysis are: data collection, data reduction, data presentation, and conclusions. The research results and discussion indicate that CRM has a positive and meaningful impact on customer loyalty within a company. The more effective or appealing the CRM program implemented, the higher the customer loyalty. CRM helps gain a better understanding of customers and can provide more personalized service tailored to individual needs, thus strengthening loyalty. CRM is crucial for building, maintaining, and enhancing strong relationships with customers, as it can provide significant opportunities for companies to increase long-term profits. In conclusion, the implementation of CRM can maintain the existence of a company's business in the long term and can maintain and increase customer loyalty so that they do not switch to competitors. This study identifies dominant CRM dimensions affecting loyalty and highlights gaps for future empirical investigation.
Integrasi Health Belief Model dan Theory of Planned Behavior untuk Memprediksi Niat Konsumsi Produk Rendah Gula pada Mahasiswa Mohammad Haidar Ali; Sanaji Sanaji; Anik Lestari Andjarwati
Jurnal Ilmu Manajemen Vol. 13 No. 3 (2025)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jim.v13n3.p565-580

Abstract

This study examines the effects of perceived benefits, perceived barriers, and health motivation on attitudes, and the subsequent influence of attitudes on the intention to consume low-sugar products among students at Universitas Hasyim Asy’ari, Jombang, Indonesia. Integrating the Health Belief Model (HBM) and the Theory of Planned Behavior (TPB), this explanatory quantitative research applies Partial Least Squares Structural Equation Modeling (PLS-SEM) to data collected from 100 purposively selected students. The analysis reveals that perceived benefits and health motivation significantly and positively affect attitudes, while perceived barriers show no significant influence. Attitudes emerge as the main predictor of the intention to adopt low-sugar consumption behaviors. Theoretically, these findings strengthen the understanding that intrinsic motivation and perceived benefits can overcome external barriers in shaping health intentions, especially within a collectivist cultural context. Practically, the study highlights the importance of participatory, value-driven social marketing campaigns that resonate with students’ emotional, moral, and social values. Effective interventions should not rely solely on rational health information but also engage young audiences through relatable narratives, role models, and community-based approaches. Overall, this research offers both theoretical insights and practical recommendations for designing culturally sensitive strategies to promote sustainable healthy consumption behaviors among youth in developing countries.
Co-Authors Agus Heru Maryanto Anang Kistyanto Andre Dwijanto Witcaksono Andre Dwijanto Witjaksono Andrean Fredy Iswanto Andrik Wijayanto Anik Lestari Andjarwati Aria Syaiful Akbar Asma'ul Khomsiyah Cindy Berliana Citra Setyoningrum Dian Anita Nuswantara Dwi Suryaning Endah Yanie Dwiastuti Setyorini Dwie Sulistyono Eko Aditia Sri Utomo Eri Rahardian Jahroni Jahroni Jeje Abdul Rojak Jun Surjanti Kukuh Prahesti Lintang Lilla Lilla Maulidina Mafryanda Safinaturrizqy Addiena Shafa Mia Adistia Mia Anggraeni Mochamad Irfan Mohammad Haidar Ali Mohammad Syukron Aliyafi'iy Muhammad Adam Musyafak Musyafak Nafisah Zahra Nur Faizah Nurul Anifa Pipin Nur Azizi Rachmadhaniyati Rachmadhaniyati Ratna Ika Sari Riyanti Sumee Rizka Fadillah Rizqi Adi Wiatna Setya Chendra Sri Setyo Iriani Teguh Priya Utama Tony Seno Aji Ulian Burju Siadari* Venna Melinda Mulyaputri Widya Ayu Dyah Astuti Yessy Artanti