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All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Ilmiah Econosains Jurnal Pemberdayaan Masyarakat Madani (JPMM) Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah JRMSI - Jurnal Riset Manajemen Sains Indonesia Journal on Education Jambura Science of Management Jurnal Manajemen Jurnal Industri Kreatif dan Kewirausahaan EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Jurnal Abdimas Ilmiah Citra Bakti (JAICB) Jurnal Akrab (Aksara agar Berdaya) International Journal of Environmental, Sustainability, and Social Science Journal of Applied Data Sciences DEMAnD Indonesian Collaboration Journal of Community Services (ICJCS) PROSIDING SEMINAR NASIONAL FISIKA (E-JOURNAL) Prosiding Seminar Nasional Pengabdian Kepada Masyarakat ASEAN Marketing Journal Business Management e-Jurnal Apresiasi Ekonomi Business and Investment Review Journal of Law, Education and Business International Journal of Economics, Management and Accounting Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi JIM : Journal Of International Management Jurnal Ilmiah Ekonomi dan Manajemen Jurnal Pengabdian Masyarakat dan Riset Pendidikan JISOSEPOL : Jurnal Ilmu Sosial Ekonomi dan Politik Jurnal Pendidikan Ekonomi, Perkantoran, dan Akuntansi JURNAL ILMIAH EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI Ekonomi Keuangan Syariah dan Akuntansi Pajak Siber International Journal of Digital Business Jurnal Cendekia Ilmiah INTERNATIONAL JOURNAL OF FINANCIAL ECONOMICS (IJEFE)
Setyo Ferry Wibowo
Universitas Negeri Jakarta
Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Physics Public Health Social Sciences Other

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THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM), SERVICE QUALITY, GREEN PERCEIVED VALUE, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY TOWARD HONDA MOTORCYCLES AT PT ASTRA MOTOR Susi Umi Mustafidah; Setyo Ferry Wibowo
INTERNATIONAL JOURNAL OF FINANCIAL ECONOMICS Vol. 3 No. 3 (2026): INTERNATIONAL JOURNAL OF FINANCIAL ECONOMICS (IJEFE)
Publisher : CV. Adiba Aisha Amira

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.22263100

Abstract

The increasingly competitive motorcycle industry in Indonesia has encouraged companies to focus not only on increasing sales but also on maintaining customer loyalty. PT Astra Honda Motor, as the market leader, faces challenges related to product quality issues, particularly concerning the Enhanced Smart Architecture Frame (eSAF), which may affect customer satisfaction and loyalty. Under these circumstances, the implementation of Customer Relationship Management (CRM), Service Quality, and Green Perceived Value has become increasingly important in maintaining long-term relationships with customers. This study aims to analyze the effects of Green Perceived Value, Service Quality, and Customer Relationship Management on Customer Satisfaction and their subsequent impact on Customer Loyalty among Honda motorcycle customers at PT Astra Motor. This study employs a quantitative approach using a survey method involving Honda motorcycle customers at PT Astra Motor. The independent variables include Green Perceived Value, Service Quality, and Customer Relationship Management, while Customer Satisfaction serves as a mediating variable and Customer Loyalty as the dependent variable. Data analysis is conducted to examine the relationships among the variables based on the proposed research model. This study is expected to provide a theoretical contribution to the development of marketing management literature, particularly regarding the dynamics of customer satisfaction and loyalty in the context of a product quality crisis. Furthermore, the findings are expected to provide practical implications for PT Astra Honda Motor and its dealer network in formulating CRM strategies, improving service quality, and creating more effective customer value to sustainably maintain customer satisfaction and loyalty.
Navigating Institutional Pressures and Cognitive Aspects: Strategies for Sustainable Corporate Performance in Creative Industries Iskhak Ishkak; Setyo Ferry Wibowo; Suparno Suparno
Journal of Applied Data Sciences Vol 7, No 1: January 2026
Publisher : Bright Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47738/jads.v7i1.1058

Abstract

This study examines the relationship between institutional pressures and corporate performance through the lens of corporate cognitive aspects in the Indonesian creative industry sector. Data were collected from 531 business owners across fashion, food, and crafts sectors and analyzed using Structural Equation Modeling Partial Least Squares (SEM–PLS). The results show that institutional pressures significantly affect digital transformation (β = 0.656, p 0.001), entrepreneurial orientation (β = 0.748, p 0.001), dynamic capability (β = 0.660, p 0.001), and competitive advantage (β = 0.759, p 0.001). However, the direct effect of institutional pressures on corporate performance is not significant (β = 0.039, p = 0.231). Instead, digital transformation (β = 0.347, p 0.001), entrepreneurial orientation (β = 0.146, p = 0.007), and dynamic capability (β = 0.446, p 0.001) mediate the relationship, explaining 65% of the variance in corporate performance (R² = 0.65). This study contributes to the literature by highlighting the role of corporate cognitive aspects and emphasizing the integration of institutional theory into entrepreneurial practice. Moreover, it aligns with Sustainable Development Goals (SDGs) 9 and 12 by promoting responsible consumption and innovation in industry. One limitation of this study lies in its focus on Indonesia’s creative sector, suggesting that future research should explore broader contexts. The findings encourage businesses to adopt corporate cognitive aspects to achieve sustainable growth. Future studies could also investigate additional antecedents of corporate cognitive aspects and their influence on environmental performance.
Assessing Consumer Perception in Muslim-made Cosmetics: A Relationship Quality Perspective Kurnia Budhy Scorita; Agung Wahyu Handaru; Setyo Ferry Wibowo
Journal of Applied Data Sciences Vol 7, No 1: January 2026
Publisher : Bright Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47738/jads.v7i1.1016

Abstract

This study investigates the drivers of repurchase intention in the Muslim-made cosmetics market by examining the mediating roles of trust and satisfaction within a relationship quality framework. Grounded in Relationship Quality Theory and the Stereotype Content Model, the research integrates perceived product quality, brand image, and perceived AI warmth as key antecedents influencing consumer loyalty. A comparative analysis of two structural models (Model 1 and Model 2) is conducted to explore the directionality of the mutually reinforcing relationship between trust and satisfaction. Data were collected via structured online surveys from 439 Muslim consumers in Jakarta, Indonesia, and analyzed using PLS-SEM. Findings reveal that perceived AI warmth is the strongest predictor of both trust (t=7.587, p0.001) and satisfaction (t=8.874, p0.001). In Model 1, trust significantly precedes satisfaction (t=4.869, p0.001); conversely, in Model 2, satisfaction reciprocally enhances trust (t=5.280, p0.001), supporting a dynamic, co-evolutionary process. Perceived product quality significantly impacts trust (t=3.780, p0.001) but only affects satisfaction when satisfaction is modeled as an antecedent to trust (Model 2: t=1.984, p=0.048). Brand image exerts a strong effect on satisfaction (Model 1: t=4.235, p0.001; Model 2: t=4.855, p0.001) but loses its direct path to trust in Model 2. Both trust and satisfaction have significant direct effects on repurchase intention (Model 1, Trust t=4.577, p0.001, Satisfaction t=8.538, p0.001; Model 2, Trust: t=4.630, p0.001; Satisfaction t=8.130, p0.001). The study validates the dual mediating roles of trust and satisfaction in translating perceptions of product quality, brand symbolism, and AI-induced warmth into behavioral loyalty. Theoretically, it advances a reciprocal, experience-driven model of relationship quality, extending prior discussions of reciprocity beyond traditional unidirectional frameworks. Practically, it offers actionable insights for marketers seeking to leverage AI personalization and identity-based branding to cultivate long-term loyalty in culturally sensitive, value-driven markets.
Analisa Faktor-Faktor yang Mempengaruhi Niat Pembelian Konsumen pada Platform Social Commerce: Studi Kasus Konsumen Tiktok Shop di Jakarta Ahmad Muzaki; Setyo Ferry Wibowo; Dewi Agustin Pratama Sari
Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Vol 9 No 3 (2024)
Publisher : Universitas Muhammadiyah Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/jms.v9i3.23080

Abstract

Tujuan dari Penelitian ini adalah untuk untuk menguji pengaruh positif dan signifikan sales promotion, online customer review, social media influencer, dan social media advertising terhadap purchase intention. Pengumpulan data dilakukan dengan metode kuesioner yang didistribusikan secara online melalui platform media sosial seperti Whatsapp dan Instagram. Objek yang diambil dalam penelitian ini adalah responden yang belum pernah atau setidaknya mengetahui tentang platform Tiktok Shop yang berdomisili tempat tinggal di DKI Jakarta dan berumur minimal 17 tahun keatas. Sampel yang digunakan dalam penelitian ini berjumlah 250 responden. Penelitian ini menggunakan software SPSS versi 26 dan SEM (Structural Equation Model) dari software Lisrel 8.80 untuk melakukan proses analisis dan pengolahan data hasil penelitian. Adapun hasil yang didapatkan pada penelitian ini menunjukkan bahwa sales promotion, online customer review, social media advertising berpengaruh positif dan signifikan terhadap purchase intention. Kemudian hasil penelitian juga menunjukkan bahwa sosial media influencer tidak memiliki pengaruh yang positif dan signifikan terhadap purchase intention.
Pengaruh WOM, Social Influence, dan Social Media Marketing terhadap Minat Gen-Z Mengunjungi Galeri Pembangunan Indonesia Kirana Kusuma Wardhani; Gatot Nazir Ahmad; Setyo Ferry Wibowo
Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Vol 10 No 3 (2025)
Publisher : Universitas Muhammadiyah Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/jms.v10i3.27331

Abstract

Generasi Z, yakni individu yang lahir rentang tahun 1997 hingga 2012, merupakan kelompok yang sangat akrab dengan perkembangan teknologi dan media sosial. Dalam pengambilan keputusan, mereka cenderung mengandalkan rekomendasi dari orang lain serta pengaruh sosial yang mereka temui secara daring maupun luring. Hal ini juga berlaku dalam konteks kunjungan ke destinasi wisata edukatif, seperti Galeri Pembangunan Indonesia (GPI). Penelitian ini bertujuan untuk menganalisis pengaruh Word of Mouth (WOM), Social Influence, dan Social Media Marketing Activities (SMM) terhadap Willingness to Visit atau willingness to visit Gen-Z ke GPI. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei yang melibatkan 196 responden Gen-Z sebagai pengunjung potensial GPI. Data dianalisis menggunakan regresi linier berganda untuk menguji hubungan antar variabel. Hasil uji parsial menunjukkan bahwa variabel Social Influence dan Social Media Marketing Activities memiliki pengaruh positif dan signifikan terhadap Willingness to Visit, sedangkan WOM tidak menunjukkan pengaruh signifikan. Sementara itu, uji simultan membuktikan bahwa ketiga variabel secara bersama-sama memberikan pengaruh signifikan, meskipun hanya menjelaskan 21% variasi dari willingness to visit. Temuan ini menegaskan pentingnya strategi komunikasi berbasis pengaruh sosial dan aktivitas pemasaran digital dalam meningkatkan minat Gen-Z terhadap destinasi edukatif. Oleh karena itu, pengelola GPI disarankan untuk lebih mengoptimalkan penggunaan media sosial dan membangun interaksi sosial yang kuat dan terarah guna menarik perhatian generasi muda.
Modeling Gastronomy Tourists' Behavioural Intention Using eWOM, Food Authenticity, Customer Perceived Value, and Destination Image Imas Gandasari; Mohamad Rizan; Setyo Ferry Wibowo
Journal of Applied Data Sciences Vol 7, No 4: December 2026
Publisher : Bright Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47738/jads.v7i4.1519

Abstract

Understanding tourists' behavioural intention is essential for developing competitive and sustainable gastronomy tourism destinations. This study develops and validates an integrated Structural Equation Modeling (SEM) framework to examine the effects of electronic word-of-mouth (eWOM), food authenticity, customer perceived value, and destination image on gastronomy tourists' behavioural intention. A quantitative cross-sectional survey was conducted among 424 domestic gastronomy tourists in Bandung, Indonesia, and the data were analyzed using SEM. The results show that eWOM significantly influences customer perceived value and destination image but has no direct effect on behavioural intention. In contrast, food authenticity significantly enhances customer perceived value, destination image, and behavioral intention, while customer perceived value and destination image significantly mediate the effects of eWOM and food authenticity. The proposed model explains 47.5% of the variance in behavioural intention, demonstrating moderate explanatory capability. These findings extend Customer Behavior Theory, Customer Perceived Value Theory, Destination Image Formation Theory, and Food Tourism Theory by demonstrating that tourists' behavioural intention is primarily shaped through sequential cognitive evaluations rather than direct exposure to digital information. From an applied data science perspective, the study demonstrates the usefulness of SEM as a predictive modeling framework for transforming behavioural data into evidence-based decision support for sustainable gastronomy tourism management.
Co-Authors -, Rahmi Agung Wahyu Handaru Agus Wibowo Ahmad Muzaki Ahmad Muzaki Andi Juanna Andi Muhammad SADAT Andika Bagus Nugroho Aprilia Whetyningtyas Cattleya Dewi Puter Cedaryana, Cedaryana Cholifah, Fismayatni Christopher Young Dalimunthe, Sholatia Destria Kurnianti Dewi Agustin Pratama Sari Dewi Susita Diajeng Reztrianti Diena Noviarini Dini Octoria Dra. Nurahma Hajat, M5i. Dwita, Febrisi Effendi, Mohammad Sofwan Elli Setianingsih Fajar ASHSIDIK Febriawan, Reza Febryan Widjanarko Fidhyallah, Nadya Fadillah Gatot Nazir Ahmad Ghifari, Ezar Atira Anamta Handayani, Retno Tri Hanif Giri Shihab Haykal, Azzahra Putri Heri Nurranto Herli Marlina Hermansyah Hermansyah Herstanti, Ghassani Ida Ayu Putu Sri Widnyani Ilhamilimy, Ridho Rafqi Imas Gandasari Iskhak Ishkak Iskhak, Iskhak Karimah, Maya Puspita Karuniana Dianta Arfiando Sebayang Kirana Kusuma Wardhani Kresnamurti R. P., Agung Kurnaen, Teguh Kurnia Budhy Scorita Laelah Purnamasari Lenggogeni, Lenggogeni Lestari, Friska Aviyanti M. Alimardi Hubeis Mahfirah, Titis Fatarina Malzara, Vidia Ratu Balqis Mardi Marsellisa Nindito Marsellisa Nindito Marsellisa Nindito, Marsellisa Meta Bara Berutu Mohamad Rizan Mohammad Rizan, Mohammad Monoarfa, Terrylina Arvinta Muhammad Fawaiq Muhammad Fawaiq Muhammad Sadat, Andi Mukhamad Najib Murti, Agung Kresna Neti Rizmanisa Ramza Nurahma Hajat, Nurahma Parimitha, Widya Purwana E.S., Dedi Puter, Cattleya Dewi Rahmi Raidah, Raden Atia Reza Dwi Anggara Ridho Rafqi Ilhamalimy Rifqi Vazwan, Muhammad Rina Herlina Rissa Hanny Roni Faslah Roni Faslah Rosmauli, Dede Saidani, Basrah Salsabila, Audrey Safa Sari, Dewi Agustin Pratama Sari, Elsyana Purnama Sari, Rini Nurmala Sarih, Iin Pusfita Sasmita, Indra Sazali, Adnan Shandy Aditya Shandy Aditya, Shandy SIHOTANG, DONI SUGIANTO Singal, Anna Maurina Siregar, Muhammad Edo Suryawan Suherman Suparno Suparno Suparno Suparno Susi Umi Mustafidah Triyani, Winny Viola Ujang Sumarwan Umi Widyastuti Usep Suhud Widya Parimita, Widya YAMANI, AKHMAD Yudha Heryawan Asnawi Yulia Fitriani, Yulia Zahro, Khalisatuz Zakiah, Rizka