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All Journal 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.
Co-Authors Adhinda Dwi Oprilyani Ahmadi Amaninda Jihan Nabila Ana Fitriana Anggraini Syahputri Anwar Azazi Arman Jaya Barkah Bintoro Bagus Purmono Burhan Charli Oliver Cindy Theodora Elika Rani Erna Listiana Fauzan, Rizky Galang Setiadi Giriati Gregoria Cici Anjarwati Helma Malini Heriyadi Indah Riyani Juniwati Lokahita Regina Pramesti M. Ridwan Ristyawan Michelle Grace Nur Afifah Nurul Komari Puspita Maharani Rafles Ginting Ramadania Sofia Steven Adelia Waldi Wenny Pebrianti