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All Journal E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Sosioteknologi Panggung Jurnal Manajemen Indonesia Journal of Economic, Bussines and Accounting (COSTING) J-MAS (Jurnal Manajemen dan Sains) JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Besaung : Jurnal Seni Desain dan Budaya Jurnal Ilmiah Edunomika (JIE) EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal Of Science, Technology & Management (IJSTM) Jurnal Pengabdian Masyarakat Indonesia Asian Management and Business Review Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Jurnal Pengabdian Masyarakat Akademisi Annals of Human Resource Management Research Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Eduvest - Journal of Universal Studies eProceedings of Management Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Inovasi Global SOCIRCLE : Journal Of Social Community Services Jurnal Penelitian Pendidikan Indonesia Adpebi Science Series Journal Of Economic Sciences (Ekuisci) Jurnal Ragam Pengabdian International Journal of Accounting and Management Information Systems Proceeding of Community Service and Engagement
Heppy Millanyani
Universitas Telkom
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The Influence of E-Service Quality and Brand Image on Customer E-Loyalty Through Customer E-Satisfaction Among PLN Mobile Users in PT. PLN UIW Bangka Belitung Rahmat Abdul Kharisma; Heppy Millanyani
Jurnal Ekuisci Vol 3 No 4 (2026): Vol 3 No 4 March 2026
Publisher : Ann Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62885/ekuisci.v3i4.1126

Abstract

Background. This study examines the determinants of digital customer loyalty in public utility services through The Influence of E-Service Quality and Brand Image on Customer E-Loyalty Through Customer E-Satisfaction Among PLN Mobile Users in PT. PLN UIW Bangka Belitung. Despite high installation rates of PLN Mobile, active user engagement remains relatively low, indicating a gap between adoption and sustained usage behavior. Methods. A quantitative explanatory research design was employed using purposive sampling of 437 PLN Mobile users in PT. PLN UIW Bangka Belitung. Data were collected through structured questionnaires and analyzed using Structural Equation Modeling based on Partial Least Squares to evaluate measurement and structural relationships. Results. The findings indicate that e-service quality and brand image significantly and positively influence customer e-satisfaction. Customer e-satisfaction demonstrates the strongest direct effect on customer e-loyalty. The total effect analysis confirms that e-service quality and brand image exert significant overall influence on customer e-loyalty through both direct and mediated pathways. The structural model shows substantial explanatory power in predicting digital loyalty behavior within a public utility context. Conclusions. This study confirms that e-service quality and brand image exert significant total effects on customer e-loyalty through the mediating role of customer e-satisfaction. Customer e-satisfaction serves as the primary explanatory mechanism that converts digital service performance and brand perception into sustained loyalty behavior within a public utility context. The findings imply that strengthening application reliability, personalization features, and brand credibility is essential to enhance long-term digital engagement and retention in public sector service platforms.
The Influence Of Electronic Word Of Mouth Via Tiktok On Visit Intention To Dunia Fantasi Ancol Harahap, Inayah Nailah; Millanyani, Heppy
Jurnal Ragam Pengabdian Vol. 3 No. 2 (2026): Mei-Agustus, Sustainable Development Goals (SDGs): Multidisciplinary Perspectiv
Publisher : Lembaga Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/z4712w55

Abstract

The growth of TikTok as platform of social media has changed the way individuals search for or evaluate tourism-related information before making travel decisions. Electronic word of mouth (eWOM) shared through TikTok, for example user reviews, travel videos, and destination recommendations, has shifted into a crucial information source for compatible visitors. However, not all online information is automatically accepted by users, raising the question of what makes eWOM content useful enough to adopt when making decisions. This study evaluates the influence of the quality of arguments, the credibility of source, and the requirement for information on information usage, information adoption, and visit intention related to Dunia Fantasi Ancol, using the Information Adoption Model (IAM) as the theoretical framework. A quantitative approach was applied using an online questionnaire distributed to 385 TikTok accounts who had been exposed to Dufan-related eWOM content. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings are expected to deepen understanding of the way TikTok-based eWOM affects users' information evaluation and adoption before visit intention is formed. For practitioners, the results offer insights to help tourism operators improve their digital communication strategies on TikTok. Academically, this study gives a contribution to the reference regarding the implementation of IAM in the context of TikTok-based eWOM and tourism.
The Effect of Local Food Consumption of Domestic Tourists on Sustainable Tourism in Bandung City Febriyanti, Eva; Millanyani, heppy; Manalu, Vigory
Jurnal Ragam Pengabdian Vol. 3 No. 2 (2026): Mei-Agustus, Sustainable Development Goals (SDGs): Multidisciplinary Perspectiv
Publisher : Lembaga Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/3bzyn924

Abstract

This study examines the relationship between domestic tourists’ local food consumption and Sustainable Tourism in Bandung City, Indonesia, using a framework adapted from Apak and Gürbüz (2023). Local food consumption is assessed through tourists’ Local Food Experience, which covers seven aspects: Exciting Experience, Cultural Experience, Health, Prestige, Taste/Quality, Price, and Interaction. Data were collected from domestic tourists who had visited Bandung City and consumed local food within the previous twelve months, then analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that Local Food Experience is positively associated with Economic, Socio-cultural, and Environmental Sustainability, with the strongest relationship found in the economic dimension. These results suggest that culinary tourism development should place greater emphasis on strengthening local food businesses, expanding employment opportunities for local communities, and promoting authentic culinary products. Clearer communication about local sourcing and waste-reduction practices is also needed to make the environmental value of local food consumption more visible to tourists.
Effects of Source Credibility and Short Video Platform Quality on Tourist Attitudes and Travel Intention: Moderating Role of Parasocial Interaction Tomatala, Almanda; Millanyani, Heppy; Manulu, Vigory
Jurnal Ragam Pengabdian Vol. 3 No. 2 (2026): Mei-Agustus, Sustainable Development Goals (SDGs): Multidisciplinary Perspectiv
Publisher : Lembaga Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/rvzc3q02

Abstract

Short video platforms have become important digital spaces for accessing travel information and shaping tourism-related intentions. In Indonesia, tourism content on TikTok, Instagram Reels, YouTube Shorts, and Facebook Reels continues to expand, yet the combined influence of social and technological factors on tourists’ attitudes remains underexplored. This study examines the effects of source credibility and short video platform quality on tourists’ attitudes and travel intention, as well as the moderating role of parasocial interaction. A quantitative approach was employed through an online survey of Indonesian users who had watched tourism-related short videos. A total of 351 valid responses were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that perceived expertise and perceived trustworthiness significantly influence attitude toward destination, whereas perceived attractiveness has no significant effect. Perceived usefulness, perceived ease of use, and perceived enjoyment significantly influence attitude toward short video platforms. Both attitude toward destination and attitude toward short video platforms positively affect travel intention. However, attitude toward short video platforms does not affect attitude toward destination, and parasocial interaction does not moderate the relationship between source credibility and attitude toward destination. These findings emphasize the importance of credible tourism information and positive platform experiences in enhancing travel intention.
Co-Authors Adabina Firlyani, Raisa Aherliwan Rudawan, Rikman Aisyah Zahra Riswanda Alamsah, Deden Burhanudin Aldan Mutia Ramadhan Alysha Safitri Amalia Djuwita Andrieta Shintia Dewi Anesti Dila Ariyatman Angga Rusdinar Anggar Erdhina Adi Apon, Nathaleo Michel Ardio Sagita Ardy Aprilian Anwar Athallah Naufal, Muhammad Azahra, Tazkia Cantika Martianti Damayanti Octavia Eman Sulaiman Eva Nurhazizah Fajar Sidiq Adi Prabowo Fanesa Widya Oktavia Butar Butar Febriyanti, Eva Fitri, Fatharani Aghnia Gadis Andari Muslim Galuh Sudarawerti Ghasani Rahman, Navira Harahap, Inayah Nailah Harry Sugih Anugrah Ilham Meidarlis Yefri Ilmayanti Nur Suriah Indira Rachmawati Iwan Iwut Tritoasmoro Juliana, Ratna Khairani Ratnasari Siregar Kharisma Ellyana Linahtadiya Andiani M Ningdyah, Anrilia Ema M. Rezky Dwi Putra Martha Tri Lestari Maya Ariyanti Monica Esperanza Muhammad Ramadheo Nugraha Mumtaza, Firga Alia Nadino Rinaldi, Muhammad Adrian Daffa Nidya Dudija Nugrahani, Rah Utami Nurlianti, Fitri Nurvita Trianasari Oktaviani, Intan Pramasti, Galuh Sekar Putra, Dicky Andika Putra, M. Rezky Dwi Putri Atika Surya Sakinah Raden Faris Fathin Rahmat Abdul Kharisma Ramadhan, Aldan Mutia Refi Rifaldi Windya Giri Riswanda, Aisyah Zahra Rizka Utami, Fany Rucika Rahmadina Salsabila, Fathya Hasya Salsabila, Naura Santos, Yosefine Gardiella Dos Sri Nurani Puspa Dewi Sri Rustiyanti Sriati Dwiatmini Sunu Puguh Hayu Triono SURYANTI Sutanto, Rava Fachrie Syahla, Mutiara Syifa Alifia Tarandhika Tantra Tomatala, Almanda Vigory Gloriman Manalu Wanda Listiani Yuhana Astuti Yuli Rosidah