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All Journal International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Ilomata International Journal of Management Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) Journal of Educational Management Research Krisnadwipayana International Journal of Management Studies
Harry Setiawan
Universitas Tanjungpura
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences Other

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Building Customer Loyalty in Digital Commerce: The Roles of Electronic Trust, E-CRM, and Customer Satisfaction Gregoria Cici Anjarwati; Ramadania; Bintoro Bagus Purmono; Juniwati; Harry Setiawan
Journal of Educational Management Research Vol. 5 No. 5 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i5.3011

Abstract

This study aims to analyze the effects of electronic trust and Electronic Customer Relationship Management (E-CRM) on customer loyalty through customer satisfaction among Generation Z Shopee users. This study employed a quantitative approach with a causal associative survey design. Data were collected through an online questionnaire using a five-point Likert scale from 217 Generation Z respondents who had made purchases on Shopee within the previous six months. The respondents were selected using non-probability sampling with a purposive sampling technique. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that electronic trust and E-CRM have positive and significant effects on customer satisfaction and customer loyalty. Customer satisfaction also has a positive and significant effect on customer loyalty. Furthermore, customer satisfaction significantly mediates the effects of electronic trust and E-CRM on customer loyalty. These findings imply that strengthening transaction security, improving digital service quality, and implementing effective customer relationship management can enhance customer satisfaction and loyalty among Generation Z users. The findings provide practical insights for e-commerce platforms in developing strategies to build trust, strengthen customer relationships, and foster long-term customer loyalty.
The Role of Store Atmosphere and Price Discount in Driving Repurchase Intention: The Mediating Effect of Customer Satisfaction Elika Rani; Wenny Pebrianti; Harry Setiawan; Bintoro Bagus Purmono; Ahmadi
Journal of Educational Management Research Vol. 5 No. 5 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i5.3034

Abstract

This study aims to examine the effects of store atmosphere and price discount on repurchase intention, both directly and indirectly through customer satisfaction as a mediating variable. This research employed a quantitative approach by collecting data through questionnaires from 150 respondents. The data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) to test the proposed relationships among variables. The results indicate that store atmosphere and price discount have significant effects on repurchase intention. Furthermore, customer satisfaction plays a significant mediating role in strengthening the relationship between store atmosphere, price discount, and repurchase intention. The findings highlight that an attractive shopping environment and competitive pricing strategies are essential factors in enhancing customer satisfaction and encouraging repeat purchases. This study implies that retailers should prioritize improvements in store atmosphere and value-based promotional strategies to build long-term customer loyalty and increase repurchase intention.
The Effect of Self-Discrepancy on e-WOM and Purchase Intention through Subjective Well-being in Influencer Marketing on Instagram Michelle Grace; Bintoro Bagus Purmono; Nur Afifah; Harry Setiawan
Ilomata International Journal of Management Vol. 6 No. 1 (2025): January 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i1.1503

Abstract

This study seeks to investigate the impact of self-discrepancy on consumer behavior in Indonesia regarding influencer marketing on Instagram, employing the mediating role of subjective well-being (SWB)—specifically life satisfaction, positive affect, and negative affect—on e-WOM and purchase intentions. This research uses a quantitative approach, analyzing data from 211 active Instagram users who follow influencers, selected through purposive sampling and analysis tools using Structural Equation Modeling (SEM) with Amos 22. The results reveal that self-discrepancy significantly influences positive affect, negative affect, and life satisfaction. Both positive and negative affect significantly impact e-WOM and purchase intentions, while life satisfaction only affects e-WOM. The study's findings give marketers and influencers fresh perspectives on how to improve their marketing tactics by taking the audience's psychological state into account. This will boost marketing efficacy and favorably affect consumer behavior.
Are Purchase Intention Affected by Visual Social Media Marketing, Co-Branding, and Consumer Brand Engagement? Waldi; Harry Setiawan; Erna Listiana; Barkah; Ana Fitriana
Ilomata International Journal of Management Vol. 6 No. 2 (2025): April 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i2.1504

Abstract

Indonesia's footwear industry has experienced notable growth, particularly in the SME sector, creating opportunities for local brands like Aerostreet. This study examines the impact of visual social media marketing and co-branding on purchase intention, with consumer brand engagement as a mediating factor. The research used purposive sampling to select 227 respondents familiar with the Aerostreet brand, collecting data through a structured questionnaire. The investigation used Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the suggested hypotheses. The findings show that visual social media marketing positively and significantly impacts purchase intention. And enhances consumer brand engagement. Co-branding contributes positively to brand engagement, although it does not directly impact purchase intention. Nonetheless, brand engagement significantly influences purchase intention, serving as a mediator both between co-branding and purchase intention, and between social media visual marketing and purchase intention.
Exploring Generation Z Consumers’ Manners on Green Purchase Behavior Regarding Reusable Product Adhinda Dwi Oprilyani; Helma Malini; Barkah; Erna Listiana; Harry Setiawan
Ilomata International Journal of Management Vol. 6 No. 2 (2025): April 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i2.1518

Abstract

This research examines Generation Z's attitudes towards green purchasing behavior, with particular attention to the use of reusable products, amidst the growing issue of plastic waste in Indonesia. Generation Z's particular drive to choose sustainable purchasing provides an in-depth look at green consumption patterns. In the face of major challenges from single-use plastics, this study analyzes the influence of environmental concern and green brand knowledge on Generation Z's intention and action to purchase reusable products. Unlike previous research, this study pays special attention to generation Z, a group that has rarely been the focus in discussing the influence of these factors. A total of 264 generation Z respondents in Pontianak were surveyed in this study, which was analyzed through a quantitative approach using SEM with the help of SmartPLS 3 software. This study found that environmental concern and green brand knowledge significantly influence green purchase intention, which in turn positively influences green purchase behavior, with green purchase intention as a key mediator. The results indicate that a strategic approach that promotes environmental concern and green brand knowledge has the potential to encourage green consumption behavior and support sustainable practices.
The Impact of Firm-Generated and User-Generated Content on Brand Loyalty on TikTok: The Role of Trust and Engagement Burhan; Erna Listiana; Bintoro Bagus Purmono; Nur Afifah; Harry Setiawan
Ilomata International Journal of Management Vol. 6 No. 2 (2025): April 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i2.1547

Abstract

TikTok, a leading social media platform with Indonesia as the world's second largest user (113 million active users). Speeds successfully utilized TikTok as a digital marketing strategy, recording sales of 12,733 seats with revenue of Rp 648.21 billion. The platform is effective because it facilitates authentic interactions between brands and consumers. This study seeks to analyze the unique effects of firm-generated content (FGC) and user-generated content (UGC) on brand loyalty inside a particular social media platform. This study specifically examines the relationship between FGC and UGC regarding brand loyalty for Speeds items on TikTok, while analyzing the mediating effects of brand trust and social media brand engagement (SMBE). The research has a quantitative design utilizing a survey methodology. A purposive sample of 217 respondents was obtained from active TikTok users. Data analysis was performed with AMOS 22 software and structural equation modeling (SEM). The findings demonstrate that both FGC and UGC significantly affect the development of social media brand engagement, hence enhancing brand loyalty. The mediating influence of brand trust reveals a more complex relationship that requires further examination. These results align with previous research highlighting social media content's crucial role in strengthening consumer-brand relationships, particularly in environments of heightened consumer engagement.
Price Perception and Electronic Word-of-Mouth on Repurchase Intention: The Mediating Role of Customer Satisfaction among Generation Z Matcha Consumers Alya Maharani; Harry Setiawan; Erna Listiana; Wenny Pebrianti
Journal of Educational Management Research Vol. 5 No. 5 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i5.3115

Abstract

The growing popularity of matcha beverages among Generation Z reflects changing consumption patterns shaped by health awareness, lifestyle trends, and social media engagement. In this competitive market, understanding the factors that encourage consumers to repurchase is important for sustaining customer relationships. Price perception and electronic word of mouth (E-WOM) may influence repurchase intention through customer satisfaction. This study aims to examine the effects of price perception and E-WOM on repurchase intention and to investigate the mediating role of customer satisfaction among Generation Z consumers of matcha beverages. A quantitative causal research design was employed. Data were collected through a five-point Likert-scale online questionnaire from 130 Generation Z consumers who had previously purchased matcha beverages and actively used social media. Respondents were selected using purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The findings show that price perception and E-WOM positively and significantly affect customer satisfaction, while customer satisfaction significantly enhances repurchase intention. However, neither price perception nor E-WOM has a significant direct effect on repurchase intention. Customer satisfaction significantly mediates both relationships. These findings indicate that businesses should prioritize customer satisfaction when developing pricing and digital communication strategies to encourage repeat purchases.
From Environmental Awareness to Action: Understanding BYOB Intention and Actual Behavior through the Theory of Planned Behavior Justin; Ilzar Daud; Ahmadi; Wenny Pebrianti; Harry Setiawan
Journal of Educational Management Research Vol. 5 No. 5 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i5.3169

Abstract

The increasing use of single-use plastic bags requires behavioral interventions that encourage individuals to adopt reusable alternatives through the Bring Your Own Bag (BYOB) practice. Understanding the psychological factors that shape BYOB intention and actual behavior is therefore important for strengthening environmentally oriented public policies. This study examines the effects of Environmental Awareness, Attitude Toward Behavior, Subjective Norms, and Perceived Behavioral Control on BYOB Actual Behavior, with BYOB Intention serving as a mediating variable. A quantitative explanatory design was employed involving 285 respondents aged 17 years and above. Data were collected through structured questionnaires using a five-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results show that Environmental Awareness, Attitude Toward Behavior, Subjective Norms, and Perceived Behavioral Control significantly influence BYOB Intention, while BYOB Intention and Perceived Behavioral Control significantly influence BYOB Actual Behavior. Environmental Awareness, Attitude Toward Behavior, and Perceived Behavioral Control also significantly affect BYOB Actual Behavior through BYOB Intention, whereas the indirect effect of Subjective Norms is not significant. These findings highlight the importance of strengthening environmental awareness, positive attitudes, perceived behavioral control, and behavioral intention through practical and community-oriented interventions to encourage sustained BYOB practices.
THE INFLUENCE OF INSTAGRAM ADVERTISING AND DIGITAL TECHNOLOGY ON BRAND AWARENESS AND PURCHASE DECISIONS IN THE ERA OF SOCIETY 5.0 Novi Irene; Erna Listiana; Barkah Barkah; Ana Fitriana; Harry Setiawan
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 8 No 4 (2024): IJEBAR, VOL. 08 ISSUE 04, DECEMBER 2024
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v8i4.15536

Abstract

The goal of this study is to investigate how, in the era of Society 5.0, digital marketing strategies affect Maybelline lipstick product purchases in Indonesia. The main focus of this study is on how Instagram advertising and digital technologies affect customer purchasing decisions and increase brand recognition. Purposive sampling was used to select 300 respondents, who were then surveyed to collect quantitative data. The data was examined using Structural Equation Modeling (SEM). The results showed that Instagram ads and digital technology significantly improve brand recognition, which influences customer purchasing decisions. These findings show how effective digital marketing strategies are at increasing sales of cosmetics, especially in the context of changing customer behavior in the Society 5.0 era.
THE POWER OF INFLUENCE: HOW CELEBRITY ENDORSEMENT AND ONLINE REVIEWS SHAPE GEN Z'S PURCHASE INTENTION IN BEAUTY PRODUCTS Shafira Ananda Putri; Juniwati Juniwati; Bintoro Bagus Purmono; Nur Afifah; Harry Setiawan
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 8 No 4 (2024): IJEBAR, VOL. 08 ISSUE 04, DECEMBER 2024
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v8i4.15554

Abstract

This study looks into the impact of influencer credibility, attractiveness, and online customer reviews on Gen Z purchase intentions in Indonesia's beauty market, focusing on the collaboration between beauty influencer Tasya Farasya and local brand Somethinc. The study's goal is to provide a comprehensive understanding of how influencer characteristics and online reviews influence consumer attitudes, brand awareness, trust, and electronic word of mouth (eWOM), which, in turn, affect purchase intentions. This study provides novel insights into the role of influencer marketing in Indonesia's expanding beauty industry. Data were collected quantitatively from 216 Gen Z respondents selected through convenience sampling. Respondents needed to follow at least one beauty influencer and be familiar with Tasya Farasya and Somethinc. To assess the relationships between variables, data were analyzed using Structural Equation Modeling (SEM) with AMOS 26. Sobel tests were used to evaluate the mediating roles of eWOM, brand awareness, and brand trust. The findings show that influencer credibility, attractiveness, and online reviews significantly improve consumer attitudes toward beauty brands, resulting in increased eWOM, brand awareness, trust, and purchase intentions. These findings provide strategic insights for beauty brands that want to engage Gen Z consumers and strengthen brand loyalty through influencer partnerships.
Co-Authors Adhinda Dwi Oprilyani Ahmadi Alya Maharani Amaninda Jihan Nabila Ana Fitriana Anggraini Syahputri Anwar Azazi Arman Jaya Barkah Barkah Barkah Bintoro Bagus Purmono Burhan Charli Oliver Cindy Theodora Elika Rani Erna Listiana Fauzan, Rizky Galang Setiadi Giriati Gregoria Cici Anjarwati Helma Malini Heriyadi Ilzar Daud Indah Riyani Juniwati Juniwati Juniwati Justin Lokahita Regina Pramesti M. Ridwan Ristyawan Michelle Grace Novi Irene Nur Afifah Nurul Komari Puspita Maharani Rafles Ginting Ramadania Shafira Ananda Putri Sofia Steven Adelia Waldi Wenny Pebrianti