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All Journal Jurnal Manajemen Teknologi Gadjah Mada International Journal of Business JAM : Jurnal Aplikasi Manajemen Jurnal Minds: Manajemen Ide dan Inspirasi Jurnal Manajemen Teori dan Terapan The Asian Journal of Technology Management (AJTM) Binus Business Review Asia-Pacific Management and Business Application Jurnal Manajemen Indonesia Petra International journal of Business Studies (IJBS) International Journal of Business Studies Journal of Economics and Business Aseanomics Ilomata International Journal of Management Ilomata International Journal of Management Jurnal Manajemen dan Usahawan Indonesia Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF) The South East Asian Journal of Management ASEAN Marketing Journal Jurnal Manajemen dan Pemasaran Jasa Eduvest - Journal of Universal Studies Jurnal Manajemen dan Usahawan Indonesia Jurnal Dinamika Manajemen
Tengku Ezni Balqiah
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Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Industrial & Manufacturing Engineering Neuroscience Social Sciences

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Journal : ASEAN Marketing Journal

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How Consumers Respond to Corporate Social Responsibility Initiative: Cause Related Marketing vs Philantrophy Pertiwi, Lisia Astari; Balqiah, Tengku Ezni
ASEAN Marketing Journal Vol. 8, No. 2
Publisher : UI Scholars Hub

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Increasing in demand of CSR from various stakeholders has caused company¡¯s CSR motives to be more complex. CSR activities are not only founded on the benevolence of corporate agents but also as part of a corporate strategy formulated in pursuit of stakeholder interest. This study investigate whether CSR motives could enhance customer trust and satisfaction. Focus on two CSR initiatives conducted by GrabTaxi (transportation industry) and Alfamart (retail industry), the purposes is to demonstrate how two type CSR initiative could delivered perceived motives and create loyalty. Cross-sectional offline and on- line survey was conducted on 175 respondents of GrabTaxi and 192 respondents of Alfamart. Structural Equation Interestingly, even though respondent perceived firm-serving motives (as strategic objectives) and reactive motives (as expected by stakeholder), CSR initiative could create trust and satisfaction.Struc- tural Equation Modelling as data analysis to test 5 hypotheses. The results show slightly different in the context of cause-related marketing (GrabTaxi), and philanthropy (Alfamart). Even though all respondents perceived that CSR is motivated by mix motives (benevolent and strategic), how these motives influence trust, satisfaction, and further loyalty are different. Two-type of CSR initiative ie Cause Related Market- ing (CrM) and philanthropy can provide firm-serving motive, public serving motive and reactive motive. These motives could encourage trust and satisfaction through path motive-trust-satisfaction (directly or indirectly through trust)-customer loyalty. Interestingly, even though respondent perceived firm-serving motives (as strategic objectives) and reactive motives (as expected by stakeholder), CSR initiative could create trust and satisfaction.
Satisfaction as a mediator between perceptions of service quality and loyalty related to the Indonesian Social Security Mobile app Balqiah, Tengku Ezni; Nilakurnia, Roswita; Astuti, Rifelly Dewi; Wulandari, Permata; Supriadi, Arief Dahyan; Saragih, Tarimantan Sanberto; Augustin, Eldest; Pradana, Fadly Eka; Mahaganti, Fergie S; Pramasanti, An Nisa; Hutabarat, Rendra Hymne Fajar
ASEAN Marketing Journal Vol. 17, No. 1
Publisher : UI Scholars Hub

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Manuscript type: Research Article Research Aims: to determine whether the perceived service quality factors could promote user Jamsostek Mobile (JMO) satisfy and continue to use JMO Design/methodology/approach: Data was gathered through an online survey of JMO users to analyse three hypotheses using Structural Equation Modelling (SEM) method with SmartPLS Research Findings: the result demonstrated that all hypotheses are supported that indicate there are three dimension of JMO attributes could develop Perceived Service Quality. Moreover, this variable could enhance loyalty through satisfaction. Theoretical Contribution/Originality: Using the Stimulus–Organism–Response (S-O-R) Model, this study develop framework to strengthen the explanation of the sequential relationship between stimulus, organism, and response toward mobile apps, in the context of social security insurance. Practitioner/Policy Implication: As the highest contributors, company could increase user perception in service and function by enhancing authenticity, interactivity, and understandability toward Jamsostek Mobile (JMO). Research limitation/Implications: User response depends on their ability to remember the previous experience, do not consider the user app frequency, and do not focus on specific service of insurance that could deliver different impacts on responses. Future studies should consider to conducted an exploratory to identify measurement of JMO attributes. Moreover. consider enjoyment, and risk as organisms.
Co-Authors Abdul Rahman Sutara Purba Adi Zakaria Afiff Aji Lesmana Albert Widjaja Andre Tanuwijaya Audry Dwithabakti Tungki Augustin, Eldest Axton Trixie Chandra Chandra, Axton Trixie Cindy Suwandhi Citra Putri Sakinna Damar Sumeru Devita Sari Dita Sari Suwandi Dwi Anggraeni Dwi Anggraeni Elevita Yuliati Firmanzah Firmanzah Hapsari Setyowardhani Hutabarat, Rendra Hymne Fajar Indrajaya, Amelia Naim Khairani Khairani Khairani Khairani Lisia Astari Pertiwi Luh Putu Ratna Sundari Mahaganti, Fergie S Mahmud, Adinda Amalia Nilakurnia, Roswita Nurdin Sobari Nurdin Sobari Pamungkas, Ryzky Pertiwi, Lisia Astari Pradana, Fadly Eka Pramasanti, An Nisa Purba, Abdul Rahman Sutara Puspita Pratama Novianti Putra, Fadhila Rianda Rahmawati, Riani Ramadhan, Glenn Cahya Dwi Rifelly Dewi Astuti Saragih, Tarimantan Sanberto So Yohanes Jimmy Sonda, Ambun Salsabila Kandung Supomo, Anggun Dwi Puspo Supriadi, Arief Dahyan Suwandhi, Cindy Vindytia, Mona Wulandari, Permata