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The Impact of Omnichannel Properties on Customer Engagement and Loyalty in Banking: An SOR Perspective Andika; Nasution, Atika Aini; Luthfiana, Della Nanda; Ihsan, Akmal; Yuanidhar, Fazah
Jurnal Manajemen Teori dan Terapan| Journal of Theoretical and Applied Management Vol. 17 No. 3 (2024)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jmtt.v17i3.60265

Objective: This study will thoroughly explore the effects of the quality of integration, perceived fluidity, and the reliability of assurances on cognitive and emotional engagement and customer loyalty within the banking sector. The investigation will be conducted in an omnichannel context using the stimulus-organism-response (SOR) framework. Design/Methods/Approach: This research utilized an online survey distributed via personal messages to collect data from bank customers who actively use omnichannel banking services. Employing a non-probabilistic purposive sampling technique, the study ensured respondents met specific criteria, resulting in 275 valid responses, which were analyzed using Smart PLS-SEM 4.0 to verify the proposed hypotheses. Findings: This study found that the quality of integration and perceived fluidity significantly affect cognitive and emotional customer engagement. Interestingly, the reliability of assurances impacts only cognitive engagement rather than emotional engagement. These two forms of engagement, cognitive and emotional, substantially enhance brand loyalty in the omnichannel banking context. Originality/Value: This study contributes significantly to the existing literature by providing a holistic perspective on customer engagement in the banking sector during the omnichannel era. Unlike previous studies, this research integrates three key dimensions within omnichannel banking: the quality of integration, perceived fluidity, and the reliability of assurances. Using the SOR framework, it explores their impact on cognitive and emotional engagement and customer loyalty. The findings not only deepen the understanding of effective service channel management to enhance customer engagement and loyalty but also offer practical guidance for the banking industry in designing more effective omnichannel strategies. Practical/Policy implications: This study's findings provide valuable insights for banks in the omnichannel banking sector. The research indicates that banks must optimize integration quality across service channels to enhance customer engagement and loyalty. Banks should adopt technologies that enable real-time data synchronization and train staff to ensure service consistency across all channels. Additionally, banks should develop effective loyalty programs to maintain cognitive and emotional customer engagement and actively collect feedback to improve customer experience continuously.

Unraveling the complexity of the organic food market: Indonesian consumer perspective on price and product knowledge Luthfiana, Della Nanda; Andika, Andika; Bidayati, Utik
Asian Management and Business Review Volume 4 Issue 1, 2024
Publisher : Master of Management, Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/AMBR.vol4.iss1.art5

In the past decade, the organic food industry has witnessed a tremendous surge in popularity as consumers increasingly perceive it as a healthier, more natural, and more environmentally friendly alternative to conventional foods. This trend has prompted extensive research into consumer behavior towards organic food, mainly focusing on the factors that drive its acceptance. Despite its growing interest, the adoption of organic food faces considerable challenges, mainly due to its higher price. This study examines Indonesian consumers’ willingness to pay more for organic food (WTPM) by examining the role of product knowledge (PK), consumer attitude (CA), and price consciousness (PC). Data was collected from 250 respondents representing consumers in Indonesia through an online survey. Descriptive Statistical Analysis and Structural Equation Modeling (SEM) are used to test hypotheses and understand relationships between variables. The results show that PK significantly affects CA towards organic food but does not directly affect WTPM. In addition, CA emerged as a significant mediator between PK and WTPM, indicating that consumers with positive CA towards organic food tend to pay more, as they see the cost as an investment for environmental sustainability and health. However, this relationship is moderated by PC, which indicates that price sensitivity may reduce the effect of positive CA on WTPM. The findings of this study underscore the need for a multifaceted approach to promoting organic food. To increase consumer acceptance and uptake, strategies should include education initiatives, awareness raising, and addressing issues related to price and perceived value.

Enhancing energy-efficient home appliance adoption: Media publicity strategies and planned behavior theory Andika, Andika; Fadhilah, Muinah; Luthfiana, Della Nanda; Nadia, Nadia; Amirullah, Malik Abd Karim
Asian Management and Business Review Volume 4 Issue 2, 2024
Publisher : Master of Management, Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/AMBR.vol4.iss2.art5

Adopting energy-efficient home appliances is one of the critical strategies for supporting environmental protection through reducing energy consumption. This study aims to identify factors contributing to consumers’ intentions to adopt energy-efficient household appliances (EEHA) in Indonesia, particularly in Java, a representative area of energy consumption in the country. Adopting the Theory of Planned Behavior (TPB) as the main theoretical framework, the study expands the model to include media publicity (MP) variables as external factors. The survey method was applied to 200 respondents, and the collected data were analyzed using the Structural Equation Modeling (SEM) technique through Smart-PLS 4. The results revealed that consumer attitudes (CA), perceived behavioral control (PBC), and subjective norms (SN) significantly affected consumers’ intentions in adopting EEHA. Furthermore, the study found that MP significantly influences CA. Likewise, as we expected, MP significantly affected PBC and SN, marking the first time this relationship has been identified in the context of the adoption of EEHA. Based on these findings, we discuss some of the implications for policymakers, marketers, and environmental practitioners in promoting the adoption of EEHA to accelerate the transition to more sustainable energy consumption in households.

Green threads: Unveiling sustainable fashion preferences among Indonesian gen Z consumers Anisah, Tiara Nur; Luthfiana, Della Nanda; Kumar, Vikas; Ernestivita, Gesty; Harnaji, Bimo; Najmudin, Mohamad
Asian Management and Business Review Volume 4 Issue 2, 2024
Publisher : Master of Management, Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/AMBR.vol4.iss2.art13

The textile industry has been a critical driver of global economic growth in recent decades. However, this growth is inextricably linked to its environmental impact. The textile industry causes significant environmental issues, including water pollution from dyes, high water usage, and greenhouse gas emissions. Understanding these specific environmental issues highlights the need to explore solutions, such as using eco-friendly clothing. This study aims to identify the factors that influence generation Z consumers’ preferences for eco-friendly clothing products in Indonesia by adopting the theoretical framework of the Information-Motivation-Behavioural Skills (IMB) model. The IMB model was chosen for its comprehensive approach to explaining how information and motivation, combined with behavioral skills, drive consumer actions, making it suitable for analyzing sustainable purchasing behavior. 201 generation Z respondents in Indonesia completed the survey using consecutive sampling. The data was then analyzed using structural equation modeling (SEM). The results showed a positive and significant influence between green self-concept and subjective norm on the purchase intention of environmentally friendly clothing. However, green clothing knowledge’s effect on purchase intention was not statistically significant. Further results found that green clothing self-efficacy can mediate the influence of green self-concept and subjective norm on green clothing purchase intention. However, green self-efficacy has not been proven to mediate the effect of environmental apparel knowledge on purchase intention.

The Impact of Training and Transformational Leadership on Performance with Job Satisfaction as a Mediating Variable (A Case in Unit Pelaksana Teknis Yogyakarta) Laras, Titi; Jatmiko, Bambang; Astoto, Andrea; Luthfiana, Della Nanda; Cintawati, Handarini
KINERJA Vol. 27 No. 2 (2023): KINERJA
Publisher : Faculty of Business and Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v27i2.6574

The Correctional Division of the Ministry of Law and Human Rights DI Yogyakarta is divided into several Correctional Unit Pelaksana Teknis Yogyakarta consists of 5 units, namely Yogyakarta Class IIA Prison, Yogyakarta Class IIA Women's Prison, Yogyakarta Class IIA State Detention Center, Class I State Confiscated Goods Storage House. The sample in this study was 120 employees, who were recruited using a sampling technique with probability sampling and a stratified random sampling method. The findings revealed that training and transformational leadership positively and significantly affected job satisfaction and performance. Job satisfaction served as a moderating variable between training and transformational leadership on performance. According to the findings of this study, Unit Pelaksana Teknis Yogyakarta can improve training and transformational leadership to increase job satisfaction and employee performance.

Social Media Marketing Dynamics and Brand Loyalty: A Sequential Mediation Model in the Indonesian Packaged Drinking Water Industry Andika, Andika; Yusrita, Yusrita; Nugroho, Joko Purwanto; Luthfiana, Della Nanda; Hak, Rizki Zaenul
Jurnal Siasat Bisnis VOL 28, NO 2 (2024)
Publisher : Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/jsb.vol28.iss2.art3

Purpose – This study uses the stimulus organism response (SOR) as the theory framework to analyze the sequential mediating roles of brand experience (BE), brand trust (BT), and brand love (BLV) to show the connection between Social Media Marketing (SMM) activities and brand loyalty (BL). Design/methodology/approach – The study approach was empirically evaluated using 310 SM users as data who follow bottled water brands on any platform and have made a purchase. Furthermore, a sequential multiple mediation model was tested using PLS-SEM. Findings – The results indicate that SMM significantly impacts BE, and BE significantly affects BT and BLV. Subsequently, this influence of BT and BLV contributes to an increase in BL. Additionally, it was revealed that BE, BT, and BLV sequentially and significantly mediate the relationship between SMM and BL. Research limitations/implications – Its cross-sectional design, sample bias towards younger, educated respondents, a narrow focus on BL from SMM activities, and a lack of consideration for sustainability and broader product types suggest a need for more diverse and longitudinal future research. Practical implications – The result emphasizes the need for brands to leverage SM as a critical channel for consumer engagement, suggesting the adoption of personalized, entertaining, and interactive digital campaigns to increase through memorable BE. Originality/value – This study pioneers using SOR theory to explore the SMM impact on BL within the bottled water industry, providing novel insights through empirically validating a model that links SMM activities with loyalty via BE, BT, and BLV.

Green CosmetÄ±cs And GeneratÄ±on Z In IndonesÄ±a: The Role Of The IMB Model In PredÄ±ctÄ±ng Purchase IntentÄ±on Andika, Andika; Nadia, Nadia; Luthfiana, Della Nanda; Aulia, Fikri Budi
APMBA (Asia Pacific Management and Business Application) Vol. 12 No. 2 (2023)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2023.012.02.3

The development of green cosmetics is considered a transformative step that supports sustainability issues and environmental protection. Furthermore, Generation Z, which is the largest population segment in Indonesia, shows a positive response and concern for sustainability issues. However, a deeper understanding is needed to identify Generation Z's interests in green cosmetics. This is important considering that Generation Z is often seen as a reactionary digital society and is susceptible to being influenced by viral trends in society or on social media, as revealed in several previous studies. This research uses a theoretical framework from the Information-Motivation-Behavioral Skills (IMB) model. Through questionnaires on online survye, data from 264 Generation Z respondents in Indonesia are collected. This data was then analyzed using Descriptive Statistics and Structural Equation Modeling (SEM). The results of the analysis show that product knowledge significantly influences Generation Z's purchase intention. Self-efficacy acts as a mediator between knowledge and purchase intention. In addition, attitudes towards green cosmetics do not directly influence purchase intentions; self-efficacy becomes the bridge connecting attitudes and purchase intentions. The relationship between subjective norms and purchase intention is proven significant, with self-efficacy as the mediator. Meanwhile, although environmental awareness influences purchase intentions, self-efficacy does not mediate this relationship. The IMB model provides a deep understanding of what motivates Generation Z in Indonesia to choose green cosmetics. These findings have significant implications for marketers in promoting green cosmetics to strengthen the self-efficacy of Generation Z consumers in understanding their products.

The Impact of Training and Transformational Leadership on Performance with Job Satisfaction as a Mediating Variable (A Case in Unit Pelaksana Teknis Yogyakarta) Laras, Titi; Jatmiko, Bambang; Astoto, Andrea; Luthfiana, Della Nanda; Cintawati, Handarini
KINERJA Vol. 27 No. 2 (2023): KINERJA
Publisher : Faculty of Business and Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v27i2.6574

The Correctional Division of the Ministry of Law and Human Rights DI Yogyakarta is divided into several Correctional Unit Pelaksana Teknis Yogyakarta consists of 5 units, namely Yogyakarta Class IIA Prison, Yogyakarta Class IIA Women's Prison, Yogyakarta Class IIA State Detention Center, Class I State Confiscated Goods Storage House. The sample in this study was 120 employees, who were recruited using a sampling technique with probability sampling and a stratified random sampling method. The findings revealed that training and transformational leadership positively and significantly affected job satisfaction and performance. Job satisfaction served as a moderating variable between training and transformational leadership on performance. According to the findings of this study, Unit Pelaksana Teknis Yogyakarta can improve training and transformational leadership to increase job satisfaction and employee performance.

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