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All Journal EKONOMIS : Journal of Economics and Business JEM17: Jurnal Ekonomi Manajemen Martabe : Jurnal Pengabdian Kepada Masyarakat Jurnal Penelitian dan Pengabdian Kepada Masyarakat UNSIQ Journal on Education Referensi : Jurnal Ilmu Manajemen dan Akuntansi Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat (JRAMB) Jurnal Riset Akuntansi Mercu Buana MBIA JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Value: Jurnal Manajemen dan Akuntansi Community Development Journal: Jurnal Pengabdian Masyarakat Darmabakti : Junal Pengabdian dan Pemberdayaan Masyarakat WAHATUL MUJTAMA: Jurnal Pengabdian Masyarakat Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora Jurnal Pengabdian dan Pemberdayaan Nusantara (JPPNu) Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Jurnal Pengabdian Kepada Masyarakat Abdi Putra Journal of Management Studies and Development Innovative: Journal Of Social Science Research Jurnal Manajemen dan Penelitian Akuntansi (JUMPA) Economica: Journal of Economic and Economic Education Journal of Contemporary Administration and Management (ADMAN) Jurnal Pengabdian Masyarakat dan Riset Pendidikan
Reza Anggapratama
Universitas Bojonegoro
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Other

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Journal : Journal of Management Studies and Development

 1 
Gen Z Shopping Behavior Factors in Modern Retail Stores, Bojonegoro City, Indonesia Kustaji; Anggapratama, Reza; Nurcholis; Purnomo, Ari
Journal of Management Studies and Development Vol. 4 No. 02 (2025): Journal of Management Studies and Development
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/jmsd.v4i02.1053

Abstract

This study aims to explore the factors that influence Generation Z’s shopping behavior in modern retail stores in Bojonegoro, Indonesia. As digital technology and social media increasingly shape consumer habits, understanding how Gen Z that characterized by digital nativeness and high connectivity makes purchasing decisions is crucial for retail development. A qualitative approach was employed using in-depth interviews with five purposively selected participants aged 18–25, complemented by field observations and documentation.Thematic analysis revealed four dominant factors influencing Gen Z's retail shopping behavior: technology adoption, social media engagement, influencer impact, and social environment. Respondents indicated that product discovery often starts through platforms like TikTok and Instagram but decisions are finalized after in-store visits, highlighting a hybrid shopping pattern. Influencers, particularly micro-influencers with relatable content, significantly affect trust and intent to buy. Peer opinions and group shopping activities also play a critical role in shaping preferences.These findings suggest that while Gen Z is highly influenced by digital ecosystems, physical retail experiences remain vital. The research contributes to the understanding of hybrid consumer behavior and offers strategic implications for modern retailers seeking to align their marketing and service strategies with Gen Z preferences. Retailers are advised to integrate online and offline experiences, collaborate with digital influencers, and create interactive in-store environments to attract and retain this consumer segment.
Customer Relationship Management (CRM) Strategies and Service Quality in Building Customer Loyalty: A Case Study of the Grab Application in Bojonegoro, East Java, Indonesia Fadila, Esti Nur; Anggapratama, Reza; Irnawati, Dwi
Journal of Management Studies and Development Vol. 5 No. 01 (2026): Article in Press - Journal of Management Studies and Development
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/IISTR.jmsd.001675

Abstract

The expansion of application-based online transportation services has intensified competition across platforms at national and global levels, compelling companies to adopt strategies that foster long-term customer loyalty. This study examines the effects of CRM and service quality on customer loyalty toward Grab in Bojonegoro Regency, Indonesia. This study employs a quantitative approach using a survey method, in which data were collected through questionnaires distributed to Grab customers. The data analysis techniques included validity and reliability tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing using the t-test, F-test, and the coefficient of determination (R²). The results indicate that CRM has a positive and significant effect on customer loyalty. Service quality is also found to have a positive and significant effect on customer loyalty. Furthermore, CRM and service quality simultaneously have a significant effect on Grab customer loyalty. The coefficient of determination indicates that CRM and service quality explain part of the variation in customer loyalty, while the remaining variation is influenced by other factors outside the research model. These findings underscore the importance of integrating CRM strategies and enhancing service quality in fostering customer loyalty within the online transportation industry. This study is expected to provide an empirical contribution to the development of service marketing management literature and serve as a practical reference for online transportation companies in designing sustainable customer retention strategies within both regional and global market contexts.
Co-Authors Afnani, Roghib Agustino, Muhammad Agustino, Muhammad Rizqi Al Gufron, Muhammad Amelia Ivoka Junea Ariffudin, Iza Azhari Azhari Azhari, Azhari Bima Kusumanjaya Budianto Budianto Cahya, Kevin Dwi Nur Danang Ananda Yudha Deviana Diah Probowati Dwi Irma Rosida, Sahra Dwi Irnawati Eka Prasetya, Geraldi Esa Septian Esti Nur Fadila Esti Nur Fadila Fadila, Esti Nur Fadilla, Esti Nur Firanka, Sofie Shalzabilla Meta Firmansyah, Eka Ilham Geraldi Eka Prasetya Isroani, Farida Ivoka Junea, Amelia Iza Ariffudin Junea, Amelia Ivoka Juniar Al Kadhafie, Khafia Khafia Juniar Al Kadhafie Kustaji Lestariningsih Lestariningsih Masahid Masahid Mei Ria Rahayu Meta Firanka, Shofie Shalzabilla Moehadi Mugito Mugito Muhammad Al Gufron Mula Agung Barata Niswah, Syifa’un Noor, Fauzian Nur Fadila, Esti Nur Rahma Anggun Hidayati NUR ROHMAH, SITI Nurcholis Nurul Badriyah Purnomo, Ari Rahma Anggun Hidayati, Nur Rama Prasetya, Nanda Ranti Safitri Ricki Yoga Saputra Roghib Afnani Sahra Dwi Irma Rosida Santoso, Iqbal Indrawan Saputra, Muhammad Yoga Aditya Sari, Mutiara Dewi Anggun Puspita Selviana, Sova Shalzabilla Meta Firanka, Sofie Siti Nur Rohmah Siti Patonah Siti Rizqiyatul Munawaroh Sofie Shalzabilla Meta Firanka Sova Selviana Suhartono, Edy Sulaeman, Moh. Muklis Sulistyowati, Rina Syifa’un Niswah Vicky Eka Prasetya Wibowo, Sandi Nasrudin Yoga Saputra, Ricki