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All Journal jurnal niara JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Journal of Economic, Bussines and Accounting (COSTING) EKONOMIS : Journal of Economics and Business IRJE (Indonesian Research Journal in Education) SEIKO : Journal of Management & Business SULTANIST: Jurnal Manajemen dan Keuangan Jurnal STEI Ekonomi Jurnal Ilmiah Manajemen Kesatuan International Journal Of Science, Technology & Management (IJSTM) Journal of Economics and Business UBS Journal of Social Research Golden Ratio of Mapping Idea and Literature Format Husnayain Business Review Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal Research of Social Science, Economics, and Management The Eastasouth Management and Business eProceedings of Management Enrichment: Journal of Multidisciplinary Research and Development International Journal of Management and Digital Business Digital Innovation : International Journal Of Management Green Inflation: International Journal of Management And Strategic Business Leadership International Journal of Economics, Business and Innovation Research Advance Sustainable Science, Engineering and Technology (ASSET) Journal of Multidisciplinary Academic Business Studies International Journal of Accounting and Management Information Systems
Maria Apsari Sugiat
Universitas Telkom
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mechanical Engineering Social Sciences Transportation

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A TAM-Based Analysis of Perceived Factors Influencing Satisfaction and Continued Use of MyBCA Mobile Banking Amay, Duta; Apsari Sugiat, Maria
Journal Research of Social Science, Economics, and Management Vol. 4 No. 12 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v4i12.920

Abstract

This study aims to analyze the factors that affect the use of myBCA mobile banking among BCA customers. The research model used in this study is the Technology Acceptance Model (TAM) with an expansion of the model by adding the perceived security variable in mobile banking customers, which examines the extent to which the construction of perceived usefulness, perceived ease of use, as a utilitarian aspect and perceived enjoyment as a hedonic aspect, affects satisfaction and continuance intention to use BCA's mobile banking. This study uses a quantitative approach with purporsive sampling using the slovin formula with a total of 400 samples. The data was analyzed using Partial Least Square (PLS) and Structural Equation Modelling (SEM) with SmartPLS data processing tools. The results of this study show that the perceived usefulness variable has no effect on user satisfaction but has a significant positive effect on continuance intention to use. The perceived ease of use variable has a significant positive effect on perceived usefulness, user satisfaction, and perceived enjoyment. The perceived enjoyment variable and the perceived security variable had a significant positive effect on user satisfaction but had no effect on continuance intention to use. The user satisfaction variable has been shown to have a significant positive effect on continuance intention to use.
The Key of Customer’s Satisfaction and Loyalty: E-Service Quality, Price, and Trust Fachrizal, Fiqhi; Apsari Sugiat, Maria; Yunita, Irni
Journal of Economics and Business UBS Vol. 12 No. 6 (2023): Special Issue
Publisher : Cv. Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/joeb.v12i6.1281

Abstract

Some companies do not reach sustainability because of the lack of innovation in products, services, and marketing, With the aim of growing the customer count as well as to maintain existing customers. Currently, competition in the telecommunications industry is very tight due to the increasing number of internet providers, such as Indihome, Biznet, Iconnet, and other official and unofficial local ISPs. Internet provider companies must be able to enhance the quality of services and products that are capable of reaching various economic levels, including upper, middle, and lower levels, as the demand for internet continues to grow, even in rural areas. This research endeavors to analyze e-service quality, web design, price, and trust affect the level of satisfaction and loyalty of Indihome customers. The quantitative research design is being utilized. The type of research used is descriptive. New Indihome users in the Datel Situbondo area were the focus of the study who started subscribing since the first semester period of 2022, which totalled 1059 people. Researchers used purposive sampling technique to collect sample of 290 respondents. This research covers Situbondo Representative Office area which is divided into 4 regions, consisting of Situbondo, Mlandingan, Besuki, and Asembagus. Drawing from the research results, e-service quality, price, and trust each have a positively effect on customer satisfaction and customer loyalty. Customer satisfaction is related to customer loyalty. As customer satisfaction rises, so does customer loyalty.
The use of UTAUT model to understand user intention and user behavior of mobile banking BIMA PT Bank Jateng Putro, Christophorus Bagus Ratnanto; Sugiat, Maria Apsari
International Journal of Accounting and Management Information Systems Vol. 3 No. 1 (2025): February
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijamis.v3i1.3252

Abstract

Purpose: This study aims to explore the factors influencing users’ behavioral intention and actual usage behavior of the BIMA mobile banking application by PT Bank Jateng. It applies the Unified Theory of Acceptance and Use of Technology (UTAUT), enriched with contextual variables including mobile self-efficacy, perceived enjoyment, and user satisfaction. Research/methodology: A quantitative method was adopted through a structured survey of 384 BIMA users. Data were analyzed using Structural Equation Modeling (SEM) via SmartPLS. Validity and reliability were tested using AVE and Composite Reliability, while model fit was assessed through SRMR, NFI, R², and Q² values. Results: Out of 13 hypothesized relationships, 10 were supported. Mobile self-efficacy significantly influenced perceived enjoyment, which in turn strongly affected performance expectancy, effort expectancy, and satisfaction. Consumer satisfaction emerged as the most influential factor affecting intention to use, which subsequently impacted usage behavior. Social influence and facilitating conditions also significantly influenced behavioral outcomes. However, performance expectancy did not significantly influence satisfaction, and both effort expectancy and facilitating conditions showed no significant impact on intention to use. Conclusions: Emotional factors like perceived enjoyment and satisfaction, along with social influences, play a more dominant role than purely functional factors (e.g., effort or performance expectancy) in determining adoption and continued use of mobile banking. The findings suggest a shift from technical-centric to user experience-centric approaches in digital banking development. Limitations: This study focuses solely on the BIMA mobile banking app using a cross-sectional design and PLS-SEM method. It does not account for moderating or mediating variables and may limit generalizability beyond the study context. Contribution: The study extends the UTAUT model by adding emotional and contextual factors to better explain mobile banking usage and offers practical insights for improving user experience and digital adoption in regional banking.
Country of Origin, Brand Image, and Attitude Toward the Brand on Wuling EV Purchase Intention Irawan, Roni; Sugiat, Maria Apsari; Iskamto, Dedi
Husnayain Business Review Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia (ADPEBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/hbr.v6i1.1448

Abstract

Purpose – This study aims to examine the influence of country of origin on purchase intention of Wuling electric vehicles in Indonesia, with brand image and attitude toward the brand as mediating variables. Methodology/Approach – A quantitative survey design was employed using a structured questionnaire to collect data from respondents who own Wuling electric vehicles. The purposive sampling technique was applied with an inclusion criterion of age between 21 and 55 years. A total of 419 respondents were successfully collected and included in the analysis. The analysis used SEM-PLS to evaluate the direct and indirect relationships between variables. Findings – The results revealed that country of origin does not exert a direct impact on the intention to purchase but significantly influences attitude toward the brand and brand image. Both mediators, attitude toward the brand and brand image, exert a significant impact on the intention to purchase and serve as effective pathways in strengthening the indirect influence of country of origin. Novelty/Value – This study highlights the strategic importance of brand image and consumer attitudes in shaping purchase intentions, particularly for Chinese automotive brands entering competitive markets. It also provides practical insights for Wuling and theoretical guidance for future research on international brands and consumer behavior in emerging markets.
Impact of social media marketing activity on brand loyalty Yunanto, Wahyu; Apsari Sugiat, Maria; Ariyanti, Maya
Journal of Multidisciplinary Academic Business Studies Vol. 2 No. 3 (2025): May
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomabs.v2i3.2899

Abstract

Purpose: This study examines the effectiveness of Social Media Marketing Activities (SMMA) in enhancing brand loyalty at PT. Mumpuni Inti Mandiri. It evaluates customer perceptions of SMMA, self-brand connection, brand equity, brand trust, and their influence on brand loyalty. Method: A quantitative positivist approach was applied. Data were gathered through online surveys targeting PT customers. Mumpuni Inti Mandiri. Structural equation Modelling (SEM) using Partial Least Squares (PLS) via SmartPLS 3.2.6 was employed to analyze the data. Validity and reliability tests ensured the accuracy of the instruments. The hypotheses were tested using one-tailed T-statistics. Results: The results show that Customer perceptions of SMMA, self-brand connection, brand equity, brand trust, and brand loyalty were in the high category. SMMA significantly influences self-brand connection, brand equity, and brand trust. Moreover, brand loyalty is affected both directly and indirectly by these mediators. This implies that PT. Mumpuni Inti Mandiri’s social media strategies are effective in fostering emotional connection, consumer trust, and long-term loyalty. Conclusions: SMMA plays a vital role in building brand loyalty by enhancing brand-related psychological factors. Integrated social media marketing efforts have proven to be valuable in creating strong brand-consumer relationships. Limitations: The study’s scope was limited to one company and used self-reported survey data, which may affect generalizability. Contribution and Novelty: This study introduces an integrated model that connects SMMA with brand loyalty through emotional and cognitive pathways, offering insights into effective digital branding strategies in emerging markets.
The use of UTAUT model to understand user intention and user behavior of mobile banking BIMA PT Bank Jateng Putro, Christophorus Bagus Ratnanto; Sugiat, Maria Apsari
Journal of Multidisciplinary Academic Business Studies Vol. 2 No. 4 (2025): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomabs.v2i4.3191

Abstract

Purpose: This study explores factors influencing users’ behavioral intention and actual usage of the BIMA mobile banking application by PT Bank Jateng. It applies the Unified Theory of Acceptance and Use of Technology (UTAUT), enhanced with contextual variables such as mobile self-efficacy, perceived enjoyment, and satisfaction. Research/methodology: A quantitative approach was conducted through a survey of 384 BIMA users. Data were analyzed with Structural Equation Modeling (SEM) using SmartPLS. Reliability and validity were tested with AVE and Composite Reliability, while model fit was assessed through SRMR, NFI, R², and Q² values. Results: Of 13 hypothesized paths, 10 were supported. Mobile self-efficacy strongly affected perceived enjoyment, which significantly influenced performance expectancy, effort expectancy, and satisfaction. Satisfaction emerged as the most influential factor on intention to use, which in turn impacted usage behavior. Social influence and facilitating conditions also contributed positively. However, performance expectancy did not significantly affect satisfaction, and both effort expectancy and facilitating conditions showed no significant effect on intention to use. Conclusions: Emotional factors like enjoyment and satisfaction, together with social influence, dominate over functional aspects in shaping adoption and continued use of mobile banking, suggesting a shift toward user experience-driven digital banking strategies. Limitations: The study is limited to one application, cross-sectional design, and PLS-SEM, reducing broader generalization. Contribution: This research extends UTAUT by incorporating emotional and contextual variables, providing practical insights for  enhancing user experience and digital adoption in regional banking.
The Influence of Online Customer Reviews and Celebrity Endorsement on Purchase Intention of Skin Mandatory Products Marieski, Tikki Capriati; Sugiat, Maria Apsari
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3689

Abstract

The Indonesian cosmetics industry faces intense competition, with local brands like Skin Mandatory struggling to maintain consumer purchase intention in e-commerce settings. This study aims to examine how influencer credibility, influencer attractiveness, and online customer reviews shape consumer attitudes, and their subsequent impact on brand loyalty, brand awareness, electronic word-of-mouth (eWOM), and purchase intention. A quantitative approach was employed, collecting data from 400 respondents who purchased Skin Mandatory products via e-commerce platforms using an online questionnaire with a 5-point Likert scale. Data were analyzed using Partial Least Squares Structural Equation Modelling. The findings confirm that influencer credibility, attractiveness, and online reviews have a significant impact on consumer attitudes, which in turn drive brand loyalty, brand awareness, and eWOM, ultimately influencing purchase intention. However, influencer attractiveness and eWOM showed weaker effects, likely due to a mismatch with the brand’s natural skincare image and low consumer engagement in sharing online recommendations. The study concludes that Skin Mandatory should align influencer selection with its brand identity and enhance eWOM through user-generated content campaigns to boost purchase intention. These findings offer practical strategies for local cosmetic brands to strengthen consumer engagement in competitive e-commerce markets.
Customer Satisfaction as Mediator of eWOM and Social Media Marketing Effects on Purchase Intention in Indonesia’s Fitness Industry Pratama, Christophorus Aditya Sunu; Sugiat, Maria Apsari
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3817

Abstract

The fitness industry in Indonesia has undergone a rapid transformation, particularly after the COVID-19 pandemic, which heightened public interest in health and home-based exercise. This shift has encouraged brands like Gymfitnessindo to adopt digital marketing strategies to influence consumer behavior. This study aims to analyze the impact of Electronic Word of Mouth (eWOM) and Social Media Marketing (SMM) on Purchase Intention, with Customer Satisfaction as a mediating variable and ICT Effectiveness and Endorsement as moderating variables. A quantitative research design was used, collecting data from 220 respondents via purposive sampling using Google Forms. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that eWOM and SMM do not directly affect Purchase Intention. However, both significantly influence Purchase Intention indirectly through Customer Satisfaction. Conversely, ICT Effectiveness and Endorsement do not significantly moderate the relationship between Customer Satisfaction and Purchase Intention. The study concludes that digital marketing strategies are only effective in influencing Purchase Intention when mediated by Customer Satisfaction. This highlights the critical role of satisfaction in the digital purchase journey, especially in high-involvement products such as fitness equipment.
The Influence of Hospital Brand Image, Sharia Service Standards, and Psychospiritual Factors on Patient Loyalty in Indonesian Sharia Hospitals Hariwibowo, Fatnan Setyo; Ariyanti, Maya; Sugiat, Maria Apsari; Hidayah, Riski Taufik
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.4353

Abstract

This study examines the impact of hospital brand image, Sharia service standards, and psychospiritual factors on patient loyalty in Sharia hospitals. Sharia hospitals in Indonesia are growing amid demand for Islam-aligned healthcare. Revenue and patients rise yearly but miss targets: 12-15 percent growth versus 20 percent goal, and 5-7 percent versus 15 percent. This signals loyalty issues involving brand image, Sharia quality, religiosity, trust, attitudes, and satisfaction. The aim is to analyze their interactions. Quantitative surveys with purposive sampling target patients from the past three years. Structural Equation Modeling analyzes 315 responses. Results reveal brand image drives Sharia standards; religiosity and trust form attitudes; standards and attitudes build satisfaction, the top loyalty predictor. Direct paths are significant; satisfaction variance is 53.1 percent, and loyalty 34.8 percent, via mediation. Improving brand and Sharia elements raises satisfaction and loyalty for growth targets. Prioritize digital marketing and spiritual care for retention.
Analyzing Digital Utility App Adoption: A UTAUT Approach on PLN Mobile with Technological Literacy as a Moderator Adi Susantyo, Ignatius; Yuldinawati, Lia; Apsari Sugiat, Maria
Advance Sustainable Science Engineering and Technology Vol. 8 No. 1 (2026): November - January
Publisher : Science and Technology Research Centre Universitas PGRI Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26877/asset.v8i1.2367

Abstract

This study examines customers' determinants of behavioral intention to utilize the PLN Mobile application using the Unified Theory of Acceptance and Use of Technology (UTAUT) with technological literacy as a moderating variable. The data were collected from 399 respondents in the UP3 Western Flores Area using purposive sampling and analyzed by Partial Least Squares Structural Equation Modeling (PLS-SEM). The model demonstrated adequate reliability and validity (AVE > 0.5; composite reliability > 0.7) with R² = 0.62 for behavioral intention. Results indicate that performance expectancy, perceived usefulness, social influence, and facilitating conditions significantly influence intention to use the app, β = 0.21–0.34, p < 0.05, while trust and hedonic motivation were not significant. Technological literacy cemented the relationship between intention and real use, emphasizing digital capability as a key adoption driver. Active usage is minimal amid high download rates. The findings provide theoretical contributions to digital service adoption models and practical implications for facilitating user support, literacy programs, and mobile utility system introduction.
Co-Authors Abdan A. Kuncoro Ade Setiawan Adi Susantyo, Ignatius Agus Achmad Suhendra Amay, Duta Anggardajaya, Moh. Ramadhan Anton Mulyono Azis Anwar, Nadila Sandrina Athilayusa, Avania Dedi Iskamto Dimas Hermawan, Dimas Fachrizal, Fiqhi Fadillah Sutrisno Fahlevi, Agam Aulia Fahmirakhman Abdullah, Reyhan Felix, Modefica Adelina Fiqhi Fachrizal Hariwibowo, Fatnan Setyo Heni Muthia Utami Hidayah , Riski Taufik Hidayati, Eva Laela Ibrahim Hanif Irawan, Roni Irni Yunita Ismail, Muhammad Ravi Kustiawan, Isce Lia Yuldinawati Luthfiamer, Luthfiamer Made Wirawan, Made Marieski, Tikki Capriati Maya Ariyanti Maya Aryanti Muslim Amin Panji Addakhil Bangsa Pratama, Christophorus Aditya Sunu Putro, Christophorus Bagus Ratnanto Rashad, Feroz Dinu Riski Taufik Hidayah RM, Andi Ade Rufiani Septian, Enjar Dwi Setyowati, Devi Sucma, Fahrizal Alfaridzi vika, anindya Yuda Pramana Yunanto, Wahyu Yunishafira, Affiya