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All Journal Jurnal EMT KITA International Journal of Economics (IJEC)
Ferianto, Maidar
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Economics, Econometrics & Finance

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Pengaruh Pemasaran Digital, Inovasi Produk, dan Pelayanan terhadap Kepuasan Wisatawan di Kota Medan Ferianto, Maidar; Widodo, Slamet
Jurnal EMT KITA Vol 8 No 4 (2024): OCTOBER 2024
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v8i4.2987

Abstract

Digital marketing, product innovation, and service play a very important role in increasing tourist satisfaction in the tourism industry. This research aims to explain the crucial role of digital marketing, product innovation, and service in enhancing tourist satisfaction. The research method used in this study is descriptive quantitative research conducted through a literature review on the roles of digital marketing, product innovation, and service in improving satisfaction in the tourism industry. The data obtained were analyzed using descriptive quantitative analysis techniques. The results of the study show that these three variables play a very important role in increasing tourist satisfaction in the tourism industry. Digital marketing, product innovation, and service help the tourism industry achieve optimal performance by creating satisfaction for tourists, and they contribute to achieving a sustainable industry, as they impact the economy, society, and environment
Optimalising Digital Marketing and Service Quality to Enhance Customer Loyalty in the Digital-Economy Era Ferianto, Maidar; Widodo, Slamet; Siregar, Nurafrina
International Journal of Economics (IJEC) Vol. 4 No. 2 (2025): July-December
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijec.v4i2.1456

Abstract

This study investigates how digital-marketing practices and service-quality improvements jointly foster customer loyalty within Indonesia’s rapidly expanding digital economy. A systematic quantitative literature review combined with meta-analytic synthesis was employed to integrate findings from peer-reviewed empirical studies published between 2018 and 2025 that applied structural-equation modelling (SEM) or partial least squares (PLS). The review confirms that (1) digital-marketing factors—especially social media engagement, personalised content and marketing innovation—and (2) electronic service-quality (e-SERVQUAL) dimensions such as assurance, responsiveness and website usability exert significant positive effects on customer loyalty (path coefficients range β = 0.24–0.89, p < 0.05). Customer satisfaction, perceived value and trust consistently mediate these relationships. The findings offer managers evidence-based guidelines to balance promotional investments with service-quality enhancements, thereby sustaining loyalty and competitive advantage
Co-Authors Nurafrina Siregar Slamet Widodo