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All Journal Equator Journal of Management and Entrepreneurship eCo-Buss Management Studies and Entrepreneurship Journal (MSEJ) Ilomata International Journal of Management JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan Journal of Educational Management Research
Erna Listiana
Universitas Tanjungpura
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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The Effect of User Perception and User Experience on Customer Loyalty in Digital Mobility Platforms: Implications for Management Education (A Study of Gojek Indonesia) Terensia Tobing; Erna Listiana; Giriati; Barkah Barkah; Ana Fitriana
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1888

Abstract

The rapid development of application-based ride-hailing services has intensified market competition and encouraged service providers to better understand the factors influencing customer satisfaction and loyalty. This study aims to examine the effects of perceived price fairness, e-service quality, and wayfinding on customer loyalty, with customer satisfaction serving as a mediating variable among users of the Gojek application in Indonesia. Using a quantitative approach, data were collected through an online survey of 218 respondents selected via purposive sampling, and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS 3. The results indicate that perceived price fairness, e-service quality, and wayfinding have positive and significant effects on customer satisfaction, while e-service quality and customer satisfaction have positive and significant effects on customer loyalty. Furthermore, the indirect effect analysis confirms that customer satisfaction significantly mediates the relationships between perceived price fairness, e-service quality, and wayfinding and customer loyalty. These findings highlight that customer loyalty in digital ride-hailing services is more strongly shaped through customer satisfaction resulting from users’ comprehensive evaluations of price fairness, digital service quality, and application navigation, and provide important managerial and management education implications for understanding customer-oriented digital service management.
Navigating Sustainable Fashion: The Impact of Social Media Marketing on Purchase Intention Through Brand Engagement and Brand Image in UNIQLO’s RE.UNIQLO Recycled Fashion in Indonesia Veneranda Baby Viola Tio; Mustaruddin Mustaruddin; Ana Fitriana; Erna Listiana; Ahmadi Ahmadi
JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Vol. 12 No. 3 (2026): Juni 2026
Publisher : Lembaga Komunitas Informasi Teknologi Aceh (KITA), Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jemsi.v12i3.6667

Abstract

Effective marketing strategies are important to promote sustainable fashion due to increasing environmental awareness beyond Indonesians’ customers. This research using quantitative approach by structured questionnaire, non-probability sampling were used, which were purposive sampling, with the following criteria of who aged above 17 years old, Indonesian citizens, ever heard or saw about UNIQLO’s RE.UNIQLO program from UNIQLO’s social media platform (Instagram). This research is expecting to finds the effective strategies for UNIQLO and other industries that related by identified the effective Social Media Marketing strategies which could increase Brand Engagement and Brand Image to increase customers’ Purchase Intention on UNIQLO’s RE.UNIQLO recycled fashion products in Indonesia. This research found that Social Media Marketing significantly enhances Brand Engagement, Brand Image, and Purchase Intention, whereas Brand Engagement serving as a strong positive mediators, while Brand Image shows a negative effects due to the factors like price sensitivity and low awareness of sustainable fashion. Therefore, UNIQLO still should intensively advertising RE.UNIQLO recycled fashion across platforms, while stakeholders fund training and nationwide recycling campaigns. Lastly, further research ought to examine diverse variables in-terms of enhance the actual buyers on sustainable fashion products.  
Bridging SROI and Marketing Theory in CSR Evaluation: Beneficiary Perceived Social Return as a Psychometric Construct among Indonesian CSR Beneficiaries Erna Listiana; Herlan Herlan; Martoyo
Ilomata International Journal of Management Vol. 7 No. 3 (2026): July 2026
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v7i3.2426

Abstract

Measuring CSR impact faces two intertwined limitations. Social Return on Investment (SROI) takes an external vantage point and cannot capture what beneficiaries actually experience, while value and satisfaction frameworks from marketing research remain unintegrated into CSR evaluation. Related constructs such as perceived impact and psychological empowerment touch on beneficiaries' psychological responses but neither bridges SROI's accountability logic with marketing's value-satisfaction mechanisms, nor yields psychometric instruments suited to causal modeling. This study develops Beneficiary Perceived Social Return (BPSR), a new psychometric construct that, to the authors' knowledge, first integrates SROI's social-return logic with marketing's value-satisfaction framework by operationalizing beneficiaries' perceived transformation across four dimensions: Behavioral Self-Regulation Return, Applied Competence Return, Prosocial Awareness Return, and Community Engagement Return. A four-variable causal model spanning CSR Implementation (CSRI), BPSR, Beneficiary Perceived Value (BPV), and Beneficiary Satisfaction (BSAT) was tested via PLS-SEM on 305 beneficiaries of the PLN Peduli CSR program in West Kalimantan, Indonesia. All ten hypotheses were supported. BPSR showed strong psychometric performance (AVE = 0.751; CR = 0.923) and discriminant validity against every other construct. CSRI was the strongest predictor of BPSR, which significantly mediated CSRI's effect on BPV and BSAT alike. Findings show beneficiaries' perceived self-transformation is an indispensable mechanism linking CSR quality to value and satisfaction within Indonesia's state-owned enterprise context. Practically, the study yields a perception-based diagnostic instrument CSR managers can deploy directly, without the cost or complexity of full SROI implementation.
Pengaruh Persepsi Keadilan Pelayanan terhadap Citra Rumah Sakit melalui Respon Emosional dan Kepuasan Pasien Nadira Jasmine Elpasha; Erna Listiana; Nur Afifah
Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan Vol. 6 No. 2 (2026): Juni, Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jurimbik.v6i2.1972

Abstract

This study aims to analyze the effect of perceived service justice on hospital image, both directly and indirectly through emotional response and patient satisfaction as mediating variables. The research was conducted on BPJS patients and patients’ families who had experienced inpatient care at RSUD M. Th. Djaman, Sanggau Regency, within the last two years. A quantitative approach was employed by collecting data through questionnaires from 100 respondents. Data were analyzed using the Structural Equation Modeling - Partial Least Squares (SEM-PLS) method with the assistance of SmartPLS software. The results indicate that perceived service justice has a positive and significant effect on emotional response, patient satisfaction, and hospital image. Emotional response also has a significant positive effect on patient satisfaction and hospital image and serves as a mediating variable in the relationship between perceived service justice and patient satisfaction, as well as between perceived service justice and hospital image. However, patient satisfaction does not mediate the relationship between perceived service justice and hospital image. These findings highlight the importance of managing service justice and patients’ emotional experiences in enhancing satisfaction and strengthening hospital image, particularly in the context of healthcare services for BPJS patients.
Pengaruh Brand Experience Terhadap Brand Loyalty yang dimediasi Brand Love pada Konsumen Buttonscarves Khofifah Rahmania; Juniwati Juniwati; Erna Listiana
eCo-Buss Vol. 9 No. 1 (2026): eCo-Buss
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/eb.v9i1.4056

Abstract

The rapid growth of the modest fashion industry has intensified competition among premium fashion brands, requiring companies to build strong emotional connections with consumers beyond product quality alone. This study aims to examine the influence of Brand Experience on Brand Loyalty among Buttonscarves consumers, with Brand Love serving as a mediating variable. A quantitative causal approach was employed, involving 100 respondents selected through purposive sampling, with the sample size determined using the Cochran formula. Data were collected through a questionnaire using a five-point Likert scale and analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS) with SmartPLS software. The results reveal that Brand Experience has a positive and significant effect on both Brand Love and Brand Loyalty. Brand Love also has a positive and significant effect on Brand Loyalty and is proven to mediate the relationship between Brand Experience and Brand Loyalty. These findings indicate that a positive brand experience does not directly generate loyalty but must first foster consumers' emotional attachment to the brand. This study concludes that Buttonscarves needs to strengthen both brand experience and brand love simultaneously to build sustainable consumer loyalty in the competitive modest fashion market.
The Effect of Risk Profile, Profitability, and Capital on Profit Growth of Indonesian Digital Banks Tanti Yulianingsih; Erna Listiana; Helma Malini; Wendy; Giriati
Ilomata International Journal of Management Vol. 5 No. 1 (2024): January 2024
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52728/ijjm.v5i1.981

Abstract

Digital Bank is a bank innovation that is very popular today because it provides convenience in transactions. The large number of digital bank enthusiasts makes researchers interested in researching the health of digital banks. This study will investigate how much influence the bank's health level has on the profit growth of digital banks, as measured by the risk profile using NPL and LDR indicators, GCG with institutional ownership, Profitability with ROA indicators, and Capital with CAR indicators. This study utilized panel data regression analysis techniques. The Population in this study are all digital banks registered on IDX, and sampling was performed using purposive sampling techniques, so there are nine banks as a sample from 20 banks. Secondary data research using documentation study methods and literature studies for data collection. This study relies on financial statements obtained from the official web pages of every digital bank and www.idx.co.id as its data source. The research results obtained are ROA was discovered to have a statistically significant positive impact on profit growth, while NPL, LDR, CAR, and GCG had no impact. LDR and ROA were discovered to have a statistically significant positive impact on GCG, whereas NPL and CAR had no impact. According to indirect testing, GCG could not mediate the relationship between NPL, LDR, ROA, and CAR on profit growth.
The Role of Brand Image in Mediating the Influence of Social Media Marketing and Product Quality on Purchase Decision Uniqlo in Indonesia Rizki Zulfi Akbari; Wendy; Erna Listiana; Hasanudin; Rizky Fauzan
Ilomata International Journal of Management Vol. 5 No. 1 (2024): January 2024
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52728/ijjm.v5i1.983

Abstract

Based on the implication that brand image serves as a mediator between social media marketing and purchase decisions, Uniqlo can maximize their social media approach. This could be improved online communication, marketing that tell stories, or the application of unique social media platform characteristics that improve brand perception. This study aims to investigate the relative influence of social media marketing, product quality, and brand image on purchasing decisions. The research design chosen was causal research with purposive sampling technique. A questionnaire given to participants who met the requirements was used in this study. In this survey, a 5-point Likert scale was used (1 meaning strongly disagree and 5 meaning strongly agree). The large sample collected and surveyed in this research consisted of 200 respondents. The samples involved were Uniqlo consumers based in Indonesia. Structural Equation Modeling (SEM) with the AMOS 24 statistical tool will be used to construct and assess the measurement model and structural model of the research design. This research has shown how social media marketing, product quality, and brand image all have a big relationship on consumers' purchase decisions to buy, both on direct influence or indirect influence mediated by brand image.
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.
Unveiling The Impact of Face Consciousness and Acquisition Centrality on Counterfeit Buying Intention: The Mediation and Moderation Model Shifa Aprilliani; Syahbandi; Ana Fitriana; Barkah; Erna Listiana
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.v6i2.1506

Abstract

This research explores how face consciousness and acquisition centrality influence intentions to purchase counterfeit goods, with counterfeit attitude serving as a mediator and perceived anonymity as a moderator. This study utilized a survey method and included 284 Indonesian customers. Data was evaluated using SmartPLS software and Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that face consciousness has a negative effect on counterfeit attitudes (β = -0.180, p < 0.003), while acquisition centrality has a positive impact (β = 0.802, p < 0.000). Additionally, counterfeit attitude mediates the relationship between these factors and buying intentions. Perceived anonymity moderates these relationships by weakening the connection between face consciousness and counterfeit attitude (β = -0.114, p < 0.020) but enhancing the link between acquisition centrality and counterfeit attitude (β = 0.326, p < 0.000). These findings show that social concerns and materialistic values strongly influence attitudes and intentions toward counterfeit products. Practical consequences include targeted consumer education to diminish the counterfeit appeal and promote the value of genuine products. Policymakers are asked to tighten restrictions and raise awareness of the economic and ethical consequences of counterfeit products. Marketers can use these data to differentiate their products and appeal to consumers' demand for authenticity.
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.
Co-Authors Adhinda Dwi Oprilyani Ahmadi Ahmadi Ahmadi Ana Fitriana Anzil Saputri Barkah Barkah Barkah Belinda Putri Widyaningrum Bintoro Bagus Purmono Bony Fasius Burhan Fauzan, Rizky Giriati Harry Setiawan Hasanudin Helma Malini Herlan Herlan Ima Kumala Safmi Juniwati Juniwati Kasimun Kasimun Khofifah Rahmania Lokahita Regina Pramesti M. Irfani Hendri Markel Yosa Martoyo Meisa Mustaruddin Mustaruddin Nadira Jasmine Elpasha Nur Afifah Nurul Komari Rizki Zulfi Akbari Roro Ayu Rahmadhani Seiko Manito Shifa Aprilliani Syahbandi Tanti Yulianingsih Terensia Tobing Veneranda Baby Viola Tio Waldi Wendy Wenny Pebrianti