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This Author published in this journals
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) Journal of Educational Management Research
Erna Listiana
Universitas Tanjungpura
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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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.
Co-Authors Ahmadi Ahmadi Ahmadi Ana Fitriana Anzil Saputri Barkah Barkah Belinda Putri Widyaningrum Bony Fasius Fauzan, Rizky Giriati Harry Setiawan Helma Malini Herlan Herlan Ima Kumala Safmi Kasimun Kasimun Lokahita Regina Pramesti M. Irfani Hendri Markel Yosa Martoyo Meisa Mustaruddin Mustaruddin Nur Afifah Nurul Komari Roro Ayu Rahmadhani Seiko Manito Terensia Tobing Veneranda Baby Viola Tio Wenny Pebrianti