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All Journal Almana : Jurnal Manajemen dan Bisnis International Journal of Environmental, Sustainability, and Social Science
Ni Luh Putu Indiani
Universitas Warmadewa, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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The Influence of Social Media Communication, Product Quality, and Promotion on Purchase Intention Ida Ayu Nyoman Ari Cendani Wati; Ni Luh Putu Indiani
Almana : Jurnal Manajemen dan Bisnis Vol 6 No 3 (2022): December
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v6i3.1935

Abstract

Abstract: In the last 10 years, Indonesia's beauty and personal care industry grew around 12%, with a market value of 33 trillion Rupiah in 2016. The business in Indonesia is predicted to experience the largest growth compared to other countries in Southeast Asia. This raises interest in analyzing the factors influencing consumer purchase intention in body care products. The purpose of this study was to analyze the influence of social media communication, product quality, and promotion on purchase intention. The data collection method is a survey method with questionnaires. The sample size was 105 respondents. Multiple linear regression analysis techniques were used to test the influence of the independent variable on the dependent variable. The study's results found that social media communication, product quality, and promotion positively and significantly influence purchase intention. The brand needs to build good relationships with consumers through social media to encourage purchase intention. In terms of quality, the brand should be able to create a unique and distinctive quality that consumers can accept. In the promotion aspect, the brand should show a responsible attitude when complaints occur, such as providing a money-back guarantee.
The Effect of E-Service Quality and E-Trust on E-Customer Loyalty Through E-Satisfaction as an Intervening Variable Among Tiktok Shop Users in Denpasar City Made Tarita Kezaravijaya Yuana; Ni Luh Putu Indiani; Ida Ayu Surasmi
International Journal of Environmental, Sustainability, and Social Science (IJESSS) Vol. 7 No. 4 (2026): International Journal of Environmental, Sustainability, and Social Science (Jul
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/ijesss.v7i4.1959

Abstract

This study aims to analyze the influence of e-service quality and e-trust on e-customer loyalty, with e-satisfaction as a mediating variable among TikTok Shop users in Denpasar City. This research is motivated by the rapid development of e-commerce, which intensifies competition among digital platforms. As a result, companies are required not only to attract new customers but also to maintain customer loyalty by improving electronic service quality and building consumer trust. The study is theoretically based on the Theory of Planned Behavior (TPB), which explains that individual behavior is influenced by attitudes, subjective norms, and perceived behavioral control that shape the intention to perform a particular action. This study employs a quantitative approach using purposive sampling with 100 respondents who are TikTok Shop users in Denpasar City. Data were collected through questionnaires and analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). The results show that e-service quality and e-trust have a positive and significant effect on e-satisfaction and e-customer loyalty. Furthermore, e-satisfaction also has a positive and significant effect on e-customer loyalty and is proven to act as a partial mediating variable in the relationship between e-service quality and e-trust on e-customer loyalty. These findings indicate that improving digital service quality and consumer trust can enhance customer satisfaction, which ultimately strengthens customer loyalty in e-commerce platforms.
Co-Authors Ida Ayu Nyoman Ari Cendani Wati Ida Ayu Surasmi Made Tarita Kezaravijaya Yuana