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April Gunawan Malau
Sekolah Tinggi Ilmu Pelayaran Jakarta, Indonesia
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Journal : Jurnal Dimensi

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SYNERGIZING TECHNOLOGY-ENABLED SERVICE INNOVATION AND SOCIAL MEDIA MARKETING TO BOOST CUSTOMER LOYALTY AND REVENUE GROWTH IN INDUSTRY 4.0 Ramdani, Agus; Barasa, Larsen; Winarno, Winarno; Gunawan, April; Nurhayati, Sri
JURNAL DIMENSI Vol 14, No 2 (2025): JURNAL DIMENSI (JULI 2025)
Publisher : Universitas Riau Kepulauan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33373/dms.v14i2.7763

Abstract

In the digital era of Industry 4.0, technology-enabled service innovation and social media marketing have become essential strategies for businesses seeking to enhance customer loyalty and drive revenue growth. This study aims to systematically review existing literature to understand how these digital strategies individually and synergistically influence customer retention and financial performance. Using a comprehensive literature review method, peer-reviewed journal articles and conference proceedings published between 2000 and 2025 from the Scopus database were analyzed. The analysis focused on key themes, trends, and research gaps related to the adoption of digital service innovations and social media marketing approaches. The findings reveal that technological innovations such as artificial intelligence-powered chatbots, mobile applications, and digital payment systems significantly improve customer experience through increased convenience, personalization, and service efficiency, thereby fostering loyalty across various sectors. Simultaneously, social media marketing enhances customer engagement via interactive and personalized content, influencer collaborations, and user-generated media, strengthening emotional connections and brand loyalty. The integration of technology-enabled service innovation with social media marketing generates synergistic effects, leading to sustained repurchase behavior and enhanced revenue generation. Challenges remain in effectively measuring financial impacts, developing organizational capabilities, and addressing ethical considerations related to data privacy and digital trust. Overall, this review highlights the critical role of integrated, customer-centric digital strategies in sustaining competitive advantage and financial success in the evolving digital marketplace. Future research should focus on emerging technologies and contextual factors influencing digital innovation effectiveness. This study provides valuable insights for practitioners and researchers aiming to harness digital transformation for customer loyalty and business growth.
Co-Authors Adriana Aprilia Agus Ramdani Agustinawati, Meriyanti Ahadianto, Muhammad Sayakfika Alamsyah, Jaya Albert Gamot Malau Ali Muktar Sitompul Andriasan Sudarso Anindya Putri Utami Antoni Arif Priadi Ardy Nugraha ARIF HIDAYAT Ariyanti Sri Sulistyorini Aryaputra Singgih, Jay Awanda, Deta Ayudhia Pangestu Gusti Aziz, Muhammad Mughni Bambang Kurniadi, Bambang Bambang Sumali Barasa, Larsen Brenhard Mangatur Tampubolon Brilliant Handyman Manalu Budi Satria Cahyaningrum, Wida Chanra Purnama Cris Kuntadi Damayanto Purba Damoyanto Purba Dedy Kurniadi Derma Watty Sihombing Desy Anggraini, Rika Dika Handika Munajat Dwi Kurniawan, Wardoyo Edy Kurniawan Elvie Maria Faisal Rahman, Faisal Frans Kalangie, Theo J. Hartati, Diah Vitaloka Hendra Wijaya Henry Ida Ayu Putu Sri Widnyani Iksan Saifudin Imam Fachruddin Imam Fahcruddin Imam Fahcruddin Ismawati, Waode Jan Hotman Jaya Alamsyah Jessica Christyna JHENSLY PEBRY HALOMOAN HUTASOIT Junaidi Junaidi Kartilah, Tetet Kasiono, Roy Kwartama, Agung Lestari, Widianti Lili Purnamasita Lili Suryati Mangatur Tampubolon, Brenhard Marcelino, Reza Markus Yando Marlin Marlin Mora, Priscilia Motik, Chandra Mudakhir Mudakir, Mudakir Muhammad Adhiwirayuda, Rizky Muhammad Irham Mulyadi, Eko Andi Mulyatini, Nurdiana Nana Trisnawati Nandan Limakrisna Natanael Suranta Nazifah Husainah Nunung Ayu Sofiati (Efi) Nurbaety, Intan Nurhasanah, Meilinasari Nurmala, Eka Peni Cahyati, Peni Prihartanta Prihartanta Purba, Damoyanto Purnomo, Budi Rahmi Trisnayanti Retnaningtyas Widuri Rika Desy Anggraini Riyanto Riyanto Riyanto Rizky Muhammad Adhiwirayuda Rosna Yuherlina Siahaan S Siswanto Sabpatari, Fardhani Sahata Marel Sinaga, Aprilesa Sajim Budi Setiawan Saputra, Dicky Hadi Saragih, Robensius Setiadi, Aries Sibarani, Mauritz Sibarani, Mauritz Halomoan Manontang Siburian, Saidal Sijabat, Panderaja Soritua Simanjuntak, Bernadtua Simanjuntak, M. Marihot Simanjuntak, Marihot Simanjuntak, Marudut Bernadtua Simatupang, Sahattua P. Siregar, Muhammad Sapril Sofyan, Nadiah Soritua Sijabat, Panderaja Sri Nurhayati Suhartini Suhartini Suhartini Suhartini Sukmanofith D. Sulaiman Sulaiman Sulistyo, Marendra Budi Sulistyorini, Ariyanti Sri Sulthan Pasha Ibrahim Sumali, Bambang Supardi Supardi Susi Herawati Susi Herawati Tri Cahyadi Tri Kismantoro Trisnayanti, Rahmi Wibowo, Titis Ari Widjaja, Niken Sitalaksmi Wikrama Wardana Wilhelmus Hary Susilo, Wilhelmus Hary Winarno Winarno Winarno Winarno Wiwoho, Boedojo Yando, Markus Yuzzy Mohamad Fajar