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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Management Studies and Entrepreneurship Journal (MSEJ) Telaah Bisnis
Mulyo Budi Setiawan
Universitas Stikubank
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Other

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Analisis Pengaruh Nilai Pelanggan, Kualitas Pelayanan Dan Kedekatan Emosional Terhadap Loyalitas Pelanggan Di PT. FIFGROUP Kios Tandem Mijen Semarang Silvia Rachmawati; Mulyo Budi Setiawan
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 4 No. 5 (2023): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v4i5.2582

Abstract

Customers who are loyal to the company will give top priority in choosing the services they will use. Business needs value creation to customers to be successful. This study aims to analyze the effect of customer value, service quality and emotional closeness on customer loyalty at PT. FIFgroup Mijen Tandem Kios Semarang. The sample in this study was 100 customers. Data collection techniques using questionnaire media. Processing the results of the questionnaire using multiple linear regression analysis assisted by the SPSS program. The results of the study prove that customer value has a positive effect on customer loyalty, emotional closeness has a positive effect on customer loyalty. However, the service quality variable has no effect on customer loyalty. The results of the test for the coefficient of determination show a value (Adjusted R Square) of 0.416, namely 41.6%, the variation in the amount of customer loyalty can be explained by changes that occur in the variables Customer Value, Service Quality and Emotional Closeness. While the remaining 58.4% is influenced by other variables not included in the study. Keywords : Customer Loyalty, Customer Value, Service Quality, Emotional Closeness
The Sandwich Generation and Cryptocurrencies: Trust, Product Knowledge and Reference Group as Triggers of Investment Intention Ignatius Hari Santoso; Widhian Hardiyanti; Mulyo Budi Setiawan
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 12 No 2 (2024): April
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v12i2.5153

Abstract

The rise and evolution of Cryptocurrency has been continuous since the launch of Bitcoin in 2009. However, Cryptocurrency as an investment instrument has not been able to attract the attention of young people. Moreover, the legal basis of trading involving Cryptocurrencies still has the potential to change, thus there could be concerns over the legality of Crypto assets as an investment medium. This research seeks to prove the effectiveness of several predictors such as trust, product knowledge and reference groups in shaping the intention to invest in Cryptocurrency. The result is that among the 3 constructs used in the measurement, only the Product Knowledge construct has a significant impact on the formation of intention to invest in Cryptocurrency
Revolutionizing Digital Banking: Bridging Generational Gaps to Deliver Exceptional Customer Loyalty Ignatius Hari Santoso; Maryono Maryono; Ali Maskur; Sri Nawatmi; Mulyo Budi Setiawan
Telaah Bisnis Vol. 26 No. 2 (2025): December 2025
Publisher : Sekolah Tinggi Ilmu Manajemen YKPN Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35917/tb.v26i2.628

Abstract

This study investigate how omnichannel integration quality comprised of channel consistency, channel transparency and channel connectivity shape the online customer experience and its subsequent influence the willingness to stay in digital banking. Drawing upon the Stimulus – Organism – Response framework, the research also examined whether the generational cohorts moderate these relationship. A quantitative method with purposive sampling is employed, involving 90 valid response from Indonesian digital banking users, belonging to Generation Y and Z. Structural equation modelling using Smart PLS is applied to assess. The findings reveal that channel connectivity does not exert a meaningful effect. Furthermore, online customer experience strongly predicts the customers’ willingness to stay. These result suggest that consistency and transparency remain critical lever for optimizing digital experiences, while connectivity has become baseline expectation rather than a differentiating factor. This research extends the online customer experience and omnichannel literature by highlighting generational convergence in digital expectation. Practically it advises banks to prioritize the seamless, transparent and consistent service delivery to strengthen customer retention.
Co-Authors Ali Maskur Hardiyanti, Widhian Maryono Maryono Santoso, Ignatius Hari Silvia Rachmawati Sri Nawatmi