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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Jurnal Manajemen Bisnis Jurnal Ekonomi dan Kewirausahaan JDM (Jurnal Dinamika Manajemen) Ekuitas: Jurnal Pendidikan Ekonomi Media Ekonomi dan Manajemen JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo Madura JURNAL EKONOMI AKUNTANSI DAN MANAJEMEN EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis MIX : Jurnal Ilmiah Manajemen IMAGE Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Asia-Pacific Management and Business Application Jurnal Ekonika : Jurnal Ekonomi Universitas Kadiri Jurnal Organisasi Dan Manajemen Management and Economics Journal (MEC-J) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) SENTRALISASI JURNAL MANAJEMEN BISNIS Jurnal Samudra Ekonomi dan Bisnis Kajian Bisnis STIE Widya Wiwaha JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Jurnal Ilmiah Poli Bisnis Value: Jurnal Manajemen dan Akuntansi International Journal of Business Studies Jurnal Informatika Ekonomi Bisnis BASKARA: Journal of Business and Entrepreneurship Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Darma Agung Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Cakrawala Repositori Imwi Equity: Jurnal Ekonomi Jurnal Ecogen Jurnal Manajemen Bisnis dan Keuangan Kontigensi: Jurnal Ilmiah Manajemen Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Keuangan dan Bisnis Jurnal Informatika Ekonomi Bisnis IIJSE Ekuitas Jurnal Pnedidikan Ekonomi JER Jurnal Ilmiah Bisnis dan Ekonomi Asia (Jibeka)
Endy Gunanto Marsasi
Universitas Islam Indonesia
Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Public Health Social Sciences Other

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Journal : Jurnal Manajemen Bisnis

 1 
Optimizing Customer Engagement and Sat-isfaction on Loyalty through Self-Congruity Theory Solekhah, Amira Alda Arisani; Marsasi, Endy Gunanto
Jurnal Manajemen Bisnis Vol. 16 No. 1 (2025): March 2025
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.v16i1.24576

Abstract

Research aims: This study explores the factors that shape the intention of Generation Z, aged 20 to 29, in Java to utilize online travel agents. Additionally, it investigates the application of self-congruity theory in understanding consumer behavior. A unique aspect of this research is the inclusion of a novel variable: satisfaction.Design/Methodology/Approach: This research adopts a quantitative approach, utilizing a survey method to gather insights. The data analysis was performed using Structural Equation Modeling (S.E.M.), drawing on responses from 198 participants. The study specifically focuses on Generation Z as its primary subject.Research Findings: This study found that self-congruity influences customer trust and customer engagement, which ultimately contributes to the satisfaction and loyalty of online travel agent users. The satisfaction variable highlights its crucial role in reinforcing the connection between customer engagement and loyalty.Theoretical Contribution/Originality: This study enriches the academic literature by adding the satisfaction variable as a novelty and highlights the critical role of self-concept and trust in building customer loyalty.Practitioners/Policy Implications: To increase loyalty, online travel agent companies must align their brand image with consumers' self-concept, build trust through consistent service, and manage customer engagement wisely.Research Limitations/Implications: This research is limited by fewer samples, the uneven distribution of respondents, and the geographical coverage only on the island of Java.
Optimizing Customer Engagement and Satisfaction on Loyalty through Self-Congruity Theory Solekhah, Amira Alda Arisani; Marsasi, Endy Gunanto
Jurnal Manajemen Bisnis Vol. 16 No. 1: March 2025
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.v16i1.24576

Abstract

Research aims: This study explores the factors that shape the intention of Generation Z, aged 20 to 29, in Java to utilize online travel agents. Additionally, it investigates the application of self-congruity theory in understanding consumer behavior. A unique aspect of this research is the inclusion of a novel variable: satisfaction.Design/Methodology/Approach: This research adopts a quantitative approach, utilizing a survey method to gather insights. The data analysis was performed using Structural Equation Modeling (S.E.M.), drawing on responses from 198 participants. The study specifically focuses on Generation Z as its primary subject.Research Findings: This study found that self-congruity influences customer trust and customer engagement, which ultimately contributes to the satisfaction and loyalty of online travel agent users. The satisfaction variable highlights its crucial role in reinforcing the connection between customer engagement and loyalty.Theoretical Contribution/Originality: This study enriches the academic literature by adding the satisfaction variable as a novelty and highlights the critical role of self-concept and trust in building customer loyalty.Practitioners/Policy Implications: To increase loyalty, online travel agent companies must align their brand image with consumers' self-concept, build trust through consistent service, and manage customer engagement wisely.Research Limitations/Implications: This research is limited by fewer samples, the uneven distribution of respondents, and the geographical coverage only on the island of Java.
Co-Authors Achmad Aflah Aufa Afaf, Irfan Ajeng, Nova Jelita Desilia Albana, Deasa Nurrhausan Alifia Indah Putri Shaliha Aliya Khoirunnisa Amanda, Tasya Aulia Andaresti, Sherly Indira Anggraini, Melfi Cahya Asih Dewi Yuanita Aulia, Nur Saskia Azizi, Muhammad Barqiah, Sarah Berlian Annisa Hermawan Billy Pratama Candradewi, Yayi cantika kusuma Churina, Muluchah Fatharani Deni Saputra Denovan, Rheza Farrel Dwipradhana, Nanda Ayoe Rizky Fadhilah, Laila Luthfiana Fanti, Fakhira Puteri farhan ratna Fauziah, Salisa Gemilang, Ahcmad Rivai Sinar Haedar, Shafiq Hafiz Jodith Arfansyah Jauhar, Lutfiana Musleh Karimah, Salsa Amirul Lauda Radhea Zain Mohamad Rizan Mufaddhol, Agil Muhammad Taufikkur Rahman Afandi Nafisyah, Ulin Niken Safitri Nova Jelita Desilia Ajeng Nugraha, Raditya Dwi Nurfaizah, Ninda Nurfaizi, M Iqbal Odhyza Prakarsa Razak Panyekar, Anindya Pradana, Ferdika Adhi Putri Andari, Dhea Almyra Qotrunnada, Cielomita Brilian Rahmawati, Siska Ramli Semmawi, Ramli Raudah Rakhmah Yumi Ridha Septia Haruni Usman Rizma, Febrita Aulia Sabina, Azkiya Salis Sarah Barqiah Sarah Barqiah Simanullang, Lusiana Siregar, Ahmad Nazri Solekhah, Amira Alda Arisani Syahban, Khofifah Rahmat Tasya, Athala Insyira Trinandari Prasetya Nugrahanti Ujiati, Nurul Nugraheni Ratna Usman, Ridha Septia Haruni Wiganda, Siska Yandri, Firman Okta Yayi Candradewi Yenni Kurnia Gusti Yuanita, Asih Dewi Yumi, Raudah Rakhmah Zain, Lauda Radhea Zuhdi Syaiful Anhar