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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PT PELNI PELABUHAN DEDE TOLITOLI Fitriyah Astri
Tolis Ilmiah: Jurnal Penelitian Vol 2, No 2: November
Publisher : LPPM Universitas Madako Tolitoli

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56630/jti.v2i2.125

Abstract

Berdasarkan hasil penelitian dapat disimpulkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan penumpang di Pelabuhan Dede. Penelitian ini dilakukan dengan survey, kuisioner dan wawancara langsung dengan penumpang. Data yang dikumpulkan dari penelitian ini adalah kualitas pelayanan, harapan dan kepuasan penumpang. Sampel dari penelitian ini adalah penumpang sebanyak 99 orang, dan teknik pengambilan sampel dengan accidental sampling. Data ini dianalisis dengan analisis kuadran. dan secara keseluruhan menjawab menegaskan puas. Hasil penelitian ini menunjukkan bahwa pengaruh kualitas pelayanan terhadap kepuasan penumpang sebagai akibat dari kualitas pelayanan adalah sebagian besar penumpang merasa puas
Mobile Marketing and its Effect on Consumer Engagement in Emetging Markets Tirta Mulyadi; Fitriyah Astri; Ira Ningrum Resmawa
Journal of Management Vol. 5 No. 2 (2026): July-December
Publisher : Yayasan Pendidikan Belajar Berdikari

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Abstract

Mobile devices have become the primary gateway through which consumers in emerging markets access the internet, transact commercially, and interact with brands, a pattern driven by widespread smartphone affordability, expanding mobile network infrastructure, and the frequent absence of a preceding desktop-internet adoption phase. This article examines how mobile marketing, encompassing SMS and push notification campaigns, mobile applications, location-based marketing, mobile social media advertising, and mobile payment-integrated promotions, affects consumer engagement in emerging market contexts, and identifies the boundary conditions that differentiate emerging market dynamics from those observed in mature, high-income markets. Using a systematic narrative literature review method that synthesises academic and industry sources on mobile marketing, consumer engagement theory, and emerging market consumer behaviour, this study finds that mobile marketing exerts a generally positive effect on consumer engagement in emerging markets through mechanisms of perceived personalisation, interactivity, and convenience, consistent with the Technology Acceptance Model and the broader engagement marketing literature. However, this effect is substantially moderated by emerging-market-specific conditions, including infrastructural constraints such as intermittent connectivity and data cost sensitivity, a predominance of mobile-first rather than mobile-supplementary consumer journeys, high reliance on mobile money and QR-based payment rails, elevated privacy and trust concerns arising from lower regulatory maturity, and pronounced heterogeneity in digital literacy across urban and rural populations. The article further finds that engagement outcomes differ meaningfully by campaign format, with app-based loyalty mechanics and mobile-payment-integrated promotions generally outperforming undifferentiated SMS blasts, and with locally adapted, low-bandwidth creative formats outperforming content ported directly from developed-market campaigns. The article concludes with a conceptual framework linking mobile marketing instruments to engagement outcomes through the moderating role of infrastructural and socio-cultural context, and offers implications for marketers and platform designers operating in emerging economies.