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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Indonesian Journal of Business and Entrepreneurship (IJBE) EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis JPBM (Jurnal Pendidikan Bisnis dan Manajemen) Jurnal Samudra Ekonomi dan Bisnis Jurnal Syntax Transformation Ilomata International Journal of Management Action Research Literate (ARL) Journal of Marketing Innovation Eduvest - Journal of Universal Studies e-Jurnal Apresiasi Ekonomi IIJSE
Karto Adiwijaya
Master Of Management, University Of Indonesia, Jakarta, Indonesia
Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Neuroscience Social Sciences Other

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Customer Loyalty in Digital Banking: The Role of User Journey and Customer Experience (A Case Study on Bank MAS Mobile) Khoiriyah Nurul Yusdasani; Karto Adiwijaya
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.7338

Abstract

This study aims to analyze the role of user journey and customer experience in influencing customer loyalty within the context of digital banking services, using Bank MAS as a case study. The research model adopts a quantitative approach by employing the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method on data collected from 280 respondents who use the Bank MAS Mobile application. The variables tested include ease of use, perceived value, quality of support, reliability, perceived risk, and ability to innovate as factors influencing customer experience, along with the role of customer satisfaction as a mediating variable toward customer loyalty. The findings reveal that all independent variables significantly affect customer experience, with ability to innovate emerging as the most dominant factor. Furthermore, customer satisfaction is proven to mediate the relationship between customer experience and customer loyalty. This study contributes theoretically to the development of customer experience models in the local digital banking context and offers managerial implications for enhancing innovation and service quality in the digital banking sector.
DOES SOCIAL MEDIA MARKETING DRIVE INDONESIAN CUSTOMER LOYALTY FOR ECO-BEAUTY PRODUCTS? Nicholas Dwi Chandra; Karto Adiwijaya
Jurnal Apresiasi Ekonomi Vol 13, No 3 (2025)
Publisher : Institut Teknologi dan Ilmu Sosial Khatulistiwa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31846/jae.v13i3.969

Abstract

Social media marketing activities of eco-beauty products is widely used by many businesses in Indonesia to increase the society’s environmental awareness and purchase intention. However, the customer loyalty for such product is still relatively low. This research aims to analyze the effect of social media marketing (SMM) on customer loyalty, particularly for eco-beauty products continuous purchase intention (CPI). The research extends the Theory of Planned Behavior (TPB) by integrating the model with the Stimulus-Organism-Response (SOR) Theory, with the addition of SMM as the antecedent, and perceived green product knowledge (GPK), environmental concern (ENC), and satisfaction (SAT) as mediators. The research is performed in Indonesia using questionnaire targeted to active social media users aged 18-44 that have previously purchased eco-beauty products. The data obtained is analyzed using PLS-SEM method. The results show that SMM has no direct effect on CPI. However, SMM has significant positive effects on CPI through the mediation of GPK, ENC, all TPB dimensions, and SAT. This research offers theoretical contribution by elucidating the influence of SMM on customer loyalty for eco-beauty products based on the extension of TPB model. Practically, this research offers insights on creating the effective SMM strategy to boost eco-beauty products continuous purchase.
Customer Loyalty in Low-Cost Carriers: the Role of Service Quality, Price Fairness, and Brand Image (Insights from Indonesia) Anggreana Vera Salsabila; Karto Adiwijaya
Eduvest - Journal of Universal Studies Vol. 5 No. 9 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i9.51182

Abstract

This study aims to analyze the effect of service quality, price fairness, customer satisfaction, and trust on customer loyalty, with brand image as a moderating variable, on low-cost carrier (LCC) airlines in Indonesia. The LCC industry faces tough challenges, with fluctuations in demand and the need to keep prices affordable without sacrificing service quality. Therefore, price fairness and brand image are key in increasing customer satisfaction, trust and loyalty. This study uses a quantitative approach with descriptive and causal designs, and a structured survey of LCC airline customers. Data were analyzed using PLS-SEM (Partial Least Squares Structural Equation Modeling), which includes service quality dimensions (reliability, tangible, assurance, empathy), price fairness, customer satisfaction, trust, and its effect on customer loyalty. The results showed that service quality has a positive effect on price fairness and customer satisfaction, but not directly on customer loyalty. Price fairness proves to be important to encourage customer satisfaction and customer loyalty, while customer satisfaction acts as a mediator in the relationship, and has a direct effect on trust and customer loyalty. Trust contributes significantly to building customer loyalty. However, brand image does not moderate the relationship between service quality and price fairness, suggesting that LCC customers' decisions are based more on functional evaluation. The findings make theoretical and practical contributions to improving service quality and creating a satisfying customer experience.
The Influence of Voice Anthropomorphism in Generative AI–Based Short Video Content on Purchase Intention Prisalia Amanatus Sholihah; Karto Adiwijaya
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.10448

Abstract

The rapid advancement of generative artificial intelligence has transformed digital marketing through AI-generated voice-overs in short-form video content. However, empirical understanding of how voice anthropomorphism influences consumer behavior remains limited. This study investigates the impact of short video content characteristics and AI voice anthropomorphism on purchase intention, with cognitive trust as a mediating variable. A quantitative approach was employed, surveying 384 Indonesian social media users exposed to AI-generated voice content. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results indicate that content characteristics (usefulness, ease of use, entertainment) and all four anthropomorphism dimensions (appearance, behavioral, cognitive, emotional) significantly and positively influence cognitive trust and purchase intention. Emotional anthropomorphism emerged as the strongest predictor of cognitive trust. Cognitive trust significantly mediates the relationships between independent variables and purchase intention. These findings highlight the critical role of human-like vocal traits and rational trust evaluation in driving consumer purchase decisions, offering actionable insights for optimizing AI-driven marketing strategies in short-video ecosystems.
The Influence of Green Influencer towards Purchase Intention: The Extended Theory of Planned Behavior Approach Guntur Prayogo; Karto Adiwijaya
Ilomata International Journal of Management Vol. 6 No. 4 (2025): October 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i4.1724

Abstract

Social media users have grown significantly, reaching 60% of the Indonesian population. Among those users is Pandawara Group, a green social media influencer known for its environmental activism on social media platforms such as TikTok and Instagram. Pandawara Group gained popularity in a short period of time due to its unique content and currently has 10 million active followers, making Pandawara Group a Mega Influencer in less than a year. This research examines the role of the Pandawara Group in promoting green purchase intention through the lens of the Theory of Planned Behavior (TPB). The study focuses on and employs a quantitative approach, utilizing surveys distributed to followers of the Pandawara Group with 122 samples collected. Then, the data is processed through SEM-PLS with the help of SmartPLS. The findings indicate that perceived credibility and expertise attributes positively affect attitudes toward green behavior. The study also finds that perceived congruence positively and significantly influences parasocial relationships, which in turn significantly influences green purchase intentions.
Co-Authors Akmando, Luthfi Jovan Wandy Anggreana Vera Salsabila Auddie Indira Riyadi Fadhila, Annisa Nadya Fitrhanefi, Muhyi Nur Guntur Prayogo Khoiriyah Nurul Yusdasani Nicholas Dwi Chandra Prayogo, Guntur Prisalia Amanatus Sholihah Reyhana Zahra Zain Sangkoyo, Adhitya Bayu Candra Siregar, Bintang Eska Putra Syahreza Prakasa Nasution Utomo, Adi Putro Zefanya, Abraham