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The Influence of Brand Image, Service Quality, Customer Expectation and e-WOM on Customer Satisfaction and Customer Loyalty in International Chain Hotel at Batam City Erilia Kesumahati; Mega Augustina Ng; Wisnu Yuwono
Jurnal Manajemen Stratejik dan Simulasi Bisnis Vol. 6 No. 1 (2025): Jurnal Manajemen Stratejik dan Simulasi Bisnis
Publisher : Fakultas Ekonomi Universitas Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25077/mssb.6.1.89-104.2025

Abstract

The high competition in the hospitality industry drives companies to improve customer satisfaction and customer loyalty through appropriate marketing and service strategies. The aim of this study is to examine how customer satisfaction and loyalty are affected by brand image, service quality, customer expectation, and electronic Word of Mouth (e-WOM) on international chain hotel. This study uses a quantitative method with a Structural Equation Modeling (SEM) approach based on Partial Least Square (PLS-SEM), processed using SmartPLS 3.0 and SPSS 26. The sample in this study consisted of 495 respondents selected purposively, with the criterion of having visited an international hotel in the last two years. The analysis results show that brand image does not have a significant effect on customer satisfaction and customer loyalty. Service quality has a significant positive effect on both. Customer expectation does not affect customer satisfaction but has a significant effect on customer loyalty. E-WOM has a significant effect on customer satisfaction but not on customer loyalty. Meanwhile, customer satisfaction proves to be the most significant factor in influencing customer loyalty. These findings have important implications for hotel management in designing strategies to improve service quality and customer experience as an effort to build long-term loyalty.
Revealing Trust in International Fashion Brands in the Digital Era Erilia Kesumahati; Princesscia Vanessa Viorilla; Wisnu Yuwono
Ekonomis: Journal of Economics and Business Vol 10, No 1 (2026): Maret
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v10i1.2768

Abstract

This study aims to analyze the influence of Celebrity Endorser, e-WOM, Brand Awareness, Brand Image, Brand Love on Trust. This study uses a quantitative approach with a survey method on 329 respondents who are social media users and buyers of international fashion brands. The data analysis techniques used are SEM and SmartPLS. The results of this study found that there is a proven hypothesis in this study, namely the Celebrity Endorser variable has a significant direct influence on the e-WOM variable, and the E-WOM, Brand Image, and Brand Love variables have a significant direct influence on the Trust variable. However, the Celebrity Endorser and Brand Awareness variables do not have a direct influence on the Trust variable. This finding shows the importance of the role of e-WOM, brand image, and brand love in fostering trust in international fashion brands.
Pengaruh Social Media Marketing, Product Quality, Price, Brand Image, dan E-WOM Melalui Trust terhadap Willingness to Pay Makanan Impor Premium Erilia Kesumahati; Alysia Callista Marco; Wisnu Yuwono
Ekonomis: Journal of Economics and Business Vol 10, No 1 (2026): Maret
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v10i1.2737

Abstract

This study aims to explore how social media marketing, product quality, price, brand image, and electronic word of mouth influence willingness to pay by involving 381 respondents in Batam City, analyzed using the PLS-SEM approach. The results of this study indicate that there is a positive and significant influence between the variables of social media marketing, product quality, price, brand image, and electronic word of mouth on willingness to pay for premium imported food products in Batam City.
Characteristics of Sustainability Factors of Business Models in Community-Based Waste Management in Purwokerto City Mulyaningrum Mulyaningrum; Ellen Rusliati; Mujibah Mujibah; Wisnu Yuwono; Isma Addi Jumbri
MIX: JURNAL ILMIAH MANAJEMEN Vol. 15 No. 3 (2025): MIX : Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jurnal_mix.2025.v15i3.009

Abstract

Objectives: This study aims to analyze the sustainability of the community-based waste management (CBWM) business model in Purwokerto City, with a focus on aspects of funding sources and financing mechanisms.Methodology: Through case studies, this study examines the sustainability of business models that can be applied in Purwokerto City. Data were collected through in-depth interviews with actors, direct observation, and documentation studies. Data analysis was carried out qualitatively to identify the sources of funding used, the financing mechanisms applied, and the factors that influence the sustainability of the business model.Finding: The study results show that several factors, including the availability of sustainable funding sources, effective financing mechanisms, and support from the government and the community, influence the sustainability of the CBWM business model in Purwokerto City. Conclusion: This study concludes that the CBWM business model has the potential to be a sustainable solution to overcome waste problems in Purwokerto City. However, further efforts are needed to improve the sustainability of this business model, such as diversifying funding sources, developing value-added recycled products, and increasing community capacity in managing waste.
Social Media Marketing, Brand Image, e-WOM, and Service Quality as Drivers of Trust in International Personal Shopper Services Erilia Kesumahati; Glenis Doren Lim; Wisnu Yuwono
Journal of Enterprise and Development (JED) Vol. 7 No. 3 (2025): September - December
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v7i3.14153

Abstract

Purpose: This study examines the influence of social media marketing, electronic word of mouth (e-WOM), service quality, and brand image on trust in international personal shopper services, commonly referred to in Indonesia as jastip (jasa titip).Method: This research employs a quantitative approach utilizing Partial Least Squares Structural Equation Modelling (PLS-SEM). The study collects data from 250 users of Jastip services through social media platforms such as Instagram, Shopee, and TikTok.Result: The findings reveal that all independent variables—social media marketing, e-WOM, service quality, and brand image—significantly affect consumer trust. Among these variables, e-WOM and brand image demonstrate the strongest influence. Additionally, social media marketing positively impacts brand image, service quality, and e-WOM.Practical Implications for Economic Growth and Development: This study highlights the crucial role of digital platforms in fostering trust and consumer engagement in international shopping services. By strengthening social media strategies, Jastip providers can enhance customer loyalty, thereby indirectly supporting cross-border commerce and contributing to the growth of the digital economy.Originality/Value: This study integrates four key variables into a comprehensive model to elucidate trust in personal shopper services. While previous studies often examine these variables in isolation, this research provides a holistic perspective on how digital marketing efforts and consumer perceptions collectively shape trust in consumer-to-consumer (C2C) business models.
Innovation and Access to Credit in Export-Oriented Indonesian MSMEs: The Mediating Roles of Competitive Advantage and Strategic Orientation Agustina Agustina; Wisnu Yuwono; Erilia Kesumahati
Journal of Enterprise and Development (JED) Vol. 8 No. 1 (2026): January - April
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v8i1.14398

Abstract

Purpose: This study examines the influence of innovation on access to credit among export-oriented micro, small, and medium enterprises (MSMEs) in Indonesia, with competitive advantage and strategic orientation modeled as mediating variables. It investigates how innovation may strengthen MSMEs’ credibility and competitiveness, thereby improving financial access in global markets.Method: The study adopts a quantitative design and applies Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected from 440 MSME owners and managers located in Batam, Jakarta, and other areas of Java.Result: The findings indicate that innovation significantly strengthens both competitive advantage and strategic orientation. In turn, competitive advantage and strategic orientation each exert a positive effect on access to credit. The mediation results suggest that innovation indirectly enhances credit access through these strategic and competitive pathways, underscoring the central role of intermediary capabilities in translating innovation into improved financial accessibility.Practical Implications for Economic Growth and Development: The results suggest that promoting innovation-driven strategies among MSMEs can enhance financial inclusion while strengthening competitiveness in export markets. Policymakers and financial institutions may use these insights to refine credit appraisal frameworks and design development programs that recognize and support innovation-led growth, thereby contributing to Indonesia’s economic resilience and export performance.Originality/Value: This study contributes by clarifying the mechanism through which innovation improves access to credit. Whereas prior research has largely emphasized the direct effects of innovation on financial performance or financing access, this study extends the literature by incorporating strategic orientation and competitive advantage as mediators that explain how innovation strengthens MSMEs’ credit opportunities.
The Psychological Pathway to MSME Sustainability: Financial Literacy and Financial Efficacy Dewi Khornida Marheni; Evan Ferdinand; Wisnu Yuwono; Roque B. Cruz II
Journal of Economics, Entrepreneurship, Management Business and Accounting Vol 4 No 5 (2026): Volume 4, Issue 5, September 2026
Publisher : CV. Sakura Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61255/jeemba.v4i5.1465

Abstract

Purpose – The purpose of this study is to examine the role of financial literacy and financial efficacy in building financial sustainability of MSMEs in Batam, Indonesia, where declining financial literacy rates and low entrepreneurial confidence may threaten MSMEs sustainability in the long term. Design/methodology/approach – This study uses a quantitative method with 339 MSME owners and managers in Batam as respondent. Semi structured interviews with three MSME entrepreneurs were subsequently conducted solely to provide contextual explanations for the quantitative findings. The hypotheses were tested using partial least squares structural equation modeling (PLS-SEM) with SmartPLS. Finding/Results – Financial attitude and financial knowledge were positively associated with financial literacy, while financial behavior does not. Financial literacy was positively associated with financial efficacy and financial sustainability, and financial efficacy mediates the relationship between financial literacy and financial sustainability. Originality/Value – Rather than treating financial efficacy as an additional predictor, this study position it as the psychological mechanism through which financial literacy is translated into MSME sustainability. By integrating the theory of planned behavior and social cognitive theory. This study provides theoretical, contextual, and methodological contributions to the literature on financial sustainability.
“Implementasi Proses Ekspor Intercompany Transaction antar Cabang Luar Negeri pada PT. Sunningdale Tech Batam” Wisnu Yuwono; Gracia Cindy
Blantika: Multidisciplinary Journal Vol. 4 No. 1 (2026): Blantika: Multidisciplinary Journal
Publisher : PT. Publikasiku Academic Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57096/blantika.v4i1.472

Abstract

Globalisasi rantai pasok dan ekspansi operasional perusahaan multinasional telah meningkatkan kompleksitas transaksi intercompany, khususnya dalam pengelolaan ekspor antar cabang internasional. PT Sunningdale Tech Batam, sebagai bagian dari jaringan global Sunningdale Group, menghadapi tantangan dalam mengoptimalkan proses ekspor intercompany yang melibatkan koordinasi lintas negara, sinkronisasi sistem administrasi, dan kepatuhan terhadap regulasi ekspor-impor yang berbeda-beda. Tujuan penelitian adalah menganalisis kendala operasional dan merancang alur kerja terstandarisasi untuk meningkatkan akurasi, kecepatan, dan koordinasi proses ekspor. Penelitian ini menggunakan pendekatan kualitatif dengan desain studi kasus pada PT Sunningdale Tech Batam. Pendekatan kualitatif dipilih untuk memahami secara mendalam persepsi pegawai kunci terhadap kekuatan dan kelemahan sistem pengendalian internal dalam praktik sehari-hari. Pengumpulan data dilakukan melalui wawancara mendalam, observasi, dan analisis dokumen perusahaan seperti SOP, laporan audit internal, dan laporan keuangan. Data yang diperoleh dianalisis secara deskriptif dengan mengacu pada COSO Framework dan Teori Agensi guna mengidentifikasi efektivitas pengendalian internal serta potensi risiko yang muncul dalam organisasi. Hasil penelitian menunjukkan bahwa implementasi flowchart proses ekspor yang terintegrasi berhasil mengurangi kesalahan dokumen, mempercepat persetujuan internal, dan meningkatkan koordinasi antar departemen serta dengan cabang Singapura. Implikasi dari penelitian ini adalah tersedianya panduan operasional yang sistematis bagi perusahaan untuk meminimalkan risiko keterlambatan dan meningkatkan efisiensi dalam manajemen ekspor intercompany.
Perancangan dan Implementasi Sistem Administrasi Keuangan serta Katalog Produk Digital untuk Mendukung Ekspor UMKM Iluh Craft Emella Kansa Sulthanah Gumay; Wisnu Yuwono
Jurnal Pengabdian KOLABORATIF Vol. 4 No. 1 (2026): January
Publisher : Faculty of Engineering, Universitas Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26623/kolaboratif.v4i1.13470

Abstract

Micro, Small, and Medium Enterprises (MSMEs) oriented toward export markets are required to possess well-structured financial administration systems and professional product promotion media. However, Iluh Craft MSME has faced challenges in the form of non-standardized financial recordkeeping and limited digital marketing tools, which potentially hinder operational efficiency and export readiness. This community service activity aimed to design and implement a financial administration system and a digital product catalog to enhance business management orderliness and marketing preparedness at Iluh Craft MSME. The implementation employed a descriptive–participatory approach through interviews, observations, documentation, system design, phased implementation, and joint evaluation with the partner. The results demonstrated a reduction in financial recording errors from approximately ±20% to less than 5%, an improvement in administrative time efficiency of up to ±40%, and fully organized document archiving reaching 100%. In addition, a bilingual digital product catalog was successfully developed and utilized as a promotional medium and sales reference. It can be concluded that the implementation of a structured financial administration system and a digital product catalog has a significant positive impact on operational efficiency, business professionalism, and the sustainable export readiness of Iluh Craft MSME.
Co-Authors Agnes Doraresta Khatarina Tokan Agnes Doraresta Khatarina Tokan Agung Wibowo Agustina Agustina Agustina Agustina Agustini Fatmasari Alice Angela Alicia Alicia Alva Hendi Muhammad Alysia Callista Marco Andi Putri Isnayani Kamal Andina Fasha Andina Fasha Andina Fasha, Andina Andre Andrea Putri Andrean Andrean Andrianus, Lian Andy Lau Angelin Angelin Angelin Denis Yeo Angelin, Angelin Angeline Angeline Anna Isabella Lau Antoni Ang, Meiga Putri Antonio, Roni Aprilia Chandrawati Arief Maulana Arienda Gitty Ramadani Assyiva El Getra Putri Asya Ian Ramadani Baihaqi, Ahmad Azka Bella Febiola Bhuan, Sun Calvin Calvin Candy Candy Carissa, Manda Caroline Angelina Caroline Angelina Charles Verdianto Chelsya Angellica Harefa Chris Tan Christiarini, Renny Christina Christina Cindy Fransiska Cindy Jolinna Coral Aswanti Davin Ewaldo Del Piero Delfina Muthia Sabella Delvian Yosuky Denny Denny Dennys Ng Desmond Lim Dessy Alliandrina Destiana Safitri Dewi Dewi Dewi Dewi Dewi Khornida Marheni Dewi Khornida Marheni Diavika Febriyanti Dimas Firmansyah Nasution Dita Aurelia Diva Julia Putri Duchovny Young, Hepi Edy Yulianto Edy Yulianto Putra El Vin Ho Ella Safitri Ellen Ellen Ellen Rusliati Elvy Tan Elzagi, Verliana Emella Kansa Sulthanah Gumay Emella Kansa Sulthanah Gumay Erika Erika Erika Erika Erilia Kesumahati Erilia Kesumahati Erilia Kesumahati Erilia Kesumahati Esfandiany, Shelby Estefania Estefania Eva Awaliya, Nindi Suhendri, Tiara Plorist Sibarani Lilian Nurul Wildani, Evan Ferdinand Evi Silvana Muchsinati Eviyani, Estin Rose Ewaldo, Davin Fadan Ikram Azis Febiana, Anjela Rini Felicia Julyssa Felicia Koo Felix Santono Ferdinand Jason Fortuna, Erica Fransiska Natalia Frendelina N. Nesimnasi Ginting, Dinda Tri Ninta Gladys Christiani Gladys Christiani Glenis Doren Lim Glenis Doren Lim Gracea Octavianti Tampubolon Gracia Cindy Gracia Cindy Carlina Greceila Veronica Tanita Hansend Cristoper Harris Foo Hashim, Hanini Ilyana Che Hasti Afrilla Hendrawan Hendrawan Hendri Hendri Hendriyanto Hendriyanto Heni Pujiastuti Henly Henly Herman Eka Putra Hesniati, Hesniati Ikhwanul Amri, Muhammad Imas, Latifa Al Rosyidah Inda Meyllya Putri Indramawan Indramawan Intan Jayanti Isma Addi Jumbri Iveren Monica Jacksen Lim Jennifer Jennifer Jerry Jerry Jesclin Jesclin Jesni Jesni Jessica Guo Jessica Jessica Jessy Valencia Jesty Jesty Jihadhatul Akbar Joditan Wiyanto Joey Joey John Christian Tedjo Johny Budiman Johny Budiman Jovan Pratama Joyce Carolyn Joycelyn Julia Renaldi, Angelina Juliana Juliana Julianto Julyati Julyati Jumbri, Isma Addi Junen Wiwi Juneven Lee Juven Gautama Juviyanty Juviyanty, Juviyanty Kalia, Lee Kamilatu Naimah, Mutiara Kelvin Tanudjaja Kendy Setiawan Hartono Kevin Antonio Kevin Leonardo Kevin Lim Khansa Maritza Kharina, Chintya Khornida, Dewi Lady Lady Lady Lady Lau, Andy Laulita, Nasar Buntu Lee Kalia Leni Mardayanti Leon Agustian Salim Leonard, Rivaldo Leviana Lia Willyanto Lily Indrawati Lisa Carline Liu Lu Sudirman Lucius Fedel Ser Lydia Lestari Lydia Sasmita Maidian Setiawati Manda Carissa Mardiana Ng Mardiana Ng Marheni, Dewi Khornida Mariska Ramadana Marthin, Ricko Martin Nicson Mega Augustina Ng Meiga Putri Antoni Ang Meilita Meilita Melissa Michael Iken Bonar Anju Sibagariang Momongan, Mixci Daniel Momongan Monica Monica Moron, Maria Selvi Muhammad Rivaldy Hisham Muhammad Rivaldy Hisham Muhammad Syah Nabil Lubis Mujibah Mujibah Mujibah, Mujibah Mukdad Ibrahim Mulyaningrum Mulyaningrum Mulyaningrum Mulyaningrum Munaroh Susanto Nabila Arinov Mey Nadya Altiyane Naimah, Mutiara Kamilatu Nainggolan, Ferdinand Nancy Nancy Nayla Sofira Nelson Donglas Ng, Reny Nicholas Sunaidi Nicolaus Tommy Prasetyo Nimatul Mamuriyah Noveldi Oktovian Noveldi Oktovian Novita Lasmawati Novita Novita Nuraini, Sharfina Intan Nurhafid Khalid Nurhayati Balqis Nurtia Putri Sari Nurtia Sari Olinda Viviani Olivia, Ratu Ong, Teddy Pasaribu, Yemima Natasha Pauline Peranginangin, Pulung Permata, Nadiva Surya Piere Ricardo Prabowo, Ilham Pradino Kusumo Princesscia Vanessa Viorilla Pulung Peranginangin Putra, Christian Hadinatan Putra, Herman Eka Putra, Sandy Putri Indahyani Cristbella Lee Putri Tazkia Raja Rana Andini Putri Ramadhana, Reva Sri Ranny Daniel Rany, Hay Ratih Anggraini, Ratih Reddyson Reddyson Reny NG Ria Bintan Rian Augusta Riandi, Rafi Rizky Richie Marlon Ricky Ricky Rido Renando Rince Monica Hutagalung Riskiyanto Riskiyanto Risvi, Hellena Rizky Adi Mahendra Rizky Dwi Pratama Robin Robin Robin Robin Robin Robin, Robin Roni Antonio Roque B. Cruz II Rosalina, Shelly Royce Matalino Rusdin Rusdin Sanjaya, Kelvin Santo Santo Sari Wahyuni, Lily Sudhartio, Sefryanto Valentinus Selina Ng Selina Selina Selli Selli Serina Serina Serina Serina Sevilla Nadia Amada Shelby Esfandiany Shelly Rosalina Shelly Rosalina Shellyna Shellyna Sherley Angelia Silvia Hainia Silvia Rahayu Silvina Silvina Silvina, Silvina Silvyana Lim Sinambela, Fitriana Aidnilla Sindy Sindy Siska Evita Tarekar Siswuri Andari Siti Rohani Sitorus, Winda Fionita Sonata, Vivi Sopyan, Sahda Fatonah Salsabila Stanley Zhong Stella Stella Suheri, Falda Suprapto, Yandi Supriadi Supriadi Susanti Susanti Susiana, Fendrawati Sutini Sutini Suvia, Honey Suyono Saputra Suyono Saputra Suyono Saputra Suyono Saputra Sylvia Putri Tata Fransiska Putri Tazkia, Putri Thalia Francisca Theresia Desilva Thomas Lie Tiara Shinta Tio Sania Rachmi Tjan, Charles Tresia Putri Trio Trio Vanessa Stephanie Vanness Kangnanda Veronica Veronica VERONICA VERONICA Vina Kristini Vivi Sonata Welliam Ali Wendy Wiranata Yang Wesly Wesly Wesly Wesly Wijaya, Cynthia Anna Wilfi Caroline Willyanto, Lia Winshen Wirren Chang Wirren Chang Wisely Tandy Xena Amanda Amanda Xian, Andy Chua Eng Yandi Suprapto Yeronica, Fernanda Yessica Stephanie Lim Yingfanie, Melissa Yogi Rizky Yogi Yohanes Aprialdy Simanungkalit Yosep Deki Antalius Yulfiswandi Yulfiswandi Yulfiswandi, Yulfiswandi Yuliana Shintia Yuswardi yuswardi, Yuswardi Zoy Beils