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p-Index From 2021 - 2026
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All Journal Indonesian Journal of Electrical Engineering and Computer Science JURNAL ECONOMINA
Radyan Dananjoyo
Universitas Muhammadiyah Yogyakarta, Indonesia
Economics, Econometrics & Finance

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An analysis of CRM practices in the telecommunication industry in Iraq Hosam Alden Riyadh; Salsabila Aisyah Alfaiza; Abdulsatar Abduljabbar Sultan; Munadil K. Faaeq; Radyan Dananjoyo
Indonesian Journal of Electrical Engineering and Computer Science Vol 23, No 1: July 2021
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijeecs.v23.i1.pp453-462

Abstract

Today, concerning the capacityto react straight for wardly to client demands and offer the client a profound experience that is customized and interactive, organizations in the telecommunication industry must have the capacity toset up, support and continue the connections toward long-term clients. This study attempts to analyze and observe the customer relationship management (CRM) practices that affectfirm performance telecommunication corporations. Thus, the study employed a qualitative method, the primary data were obtained using the questionnaire and the respondents consisted of 100 people. The results propose that customer relationships' management factors included the gathering of information, the processing of data, the management of information, the loyalty of customers, and the retention of customers with significantly related to the performance of a firm in the industry of telecommunication in Iraq.
Unpacking the Theoretical Pathways to Consumer Loyalty in Digital Environments: A Structural Model of Brand Engagement Radyan Dananjoyo; Berlia Zahra Antika; Taufik Akhbar
JURNAL ECONOMINA Vol. 5 No. 8 (2026): JURNAL ECONOMINA, Agustus 2026
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/economina.v5i8.3688

Abstract

Social media has rapidly changed marketing tactics, especially in cosmetics, where visual appeal and peer engagement affect consumer decisions. Somethinc and other cosmetic businesses use TikTok to reach Generation Z in Indonesia. Despite its growing use, little is known about how social media marketing (SMM) affects brand loyalty, particularly through psychological notions like brand trust and equity. This study uses the Stimulus-Organism-Response (S-O-R) framework and Social Information Processing (SIP) theory to examine how brand trust and equity mediate the influence of SMM on brand loyalty. Purposive sampling of 215 Yogyakarta Gen Z users who bought Somethinc products on TikTok was used to acquire quantitative data. In AMOS 22, SEM was used to evaluate the data. The results show that SMM boosts brand trust, equity, and loyalty. SMM and brand loyalty are partially mediated by brand trust and equity. By integrating Islamic-context customer behavior into the S-O-R and SIP frameworks, this study helps cosmetic firms increase loyalty through emotionally engaging and value-driven digital tactics. This study empirically validates the dual mediating effect of trust and equity in Gen Z beauty marketing on TikTok
Co-Authors Abdulsatar Abduljabbar Sultan Alfaiza, Salsabila Aisyah Berlia Zahra Antika Hosam Alden Riyadh A.Alazeez Munadil K. Faaeq Taufik Akhbar