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All Journal Jurnal Riset Akuntansi Politala IAIC Transactions on Sustainable Digital Innovation (ITSDI) JCRIM (Journal of Current Research In Multidisciplinary)
Panjaitan, Arop Ria Saulina
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Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Electrical & Electronics Engineering Library & Information Science Materials Science & Nanotechnology Social Sciences

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PENGARUH CUSTOMER EXPERIENCE, CUSTOMER SATISFACTION, DAN WORD OF MOUTH TERHADAP CUSTOMER LOYALTY PADA APLIKASI TIKET BIOSKOP Lie, Yenita Flowrenza; Panjaitan, Arop Ria Saulina
Jurnal Riset Akuntansi Politala Vol 7 No 3 (2024): Jurnal Riset Akuntansi Politala
Publisher : Pusat Penelitian dan Pengabdian bagi Masyarakat Politeknik Negeri Tanah Laut

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34128/jra.v7i3.398

Abstract

Mobile applications are the right platform in combining elements of customer experience and customer satisfaction to build customer loyalty, it can be seen that currently many companies are turning to the digital world by developing mobile applications as a forum for interaction with customers. The aim of this research is to find out the impact of customer experience, customer satisfaction and word of mouth on customer loyalty in purchasing movie tickets through the TIX ID application. The research approach used in this study is quantitative and analyzed using multiple linear regression. Sampling using non-probability sampling techniques involving 140 respondents who use the TIX ID application in Jabodetabek. The results show that partially customer experience, customer satisfaction, and word of mouth have a positive effect on customer loyalty, and simultaneously have a positive effect on customer loyalty. The managerial implication of this research is that management needs to ensure that complaint services related to ticket purchase errors in the TIX ID application are improved, by analyzing common errors. Companies can also take advantage of the power of word of mouth by providing a satisfying experience to customers. Because a good customer experience will tend to have a higher level of customer loyalty.
Application of the Tam Model on Instagram Ads Panjaitan, Arop Ria Saulina; Rowena, Janny; Handra, Tessa
IAIC Transactions on Sustainable Digital Innovation (ITSDI) Vol 6 No 2 (2025): April
Publisher : Pandawan Sejahtera Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/itsdi.v6i2.685

Abstract

Indonesia fashion industry is rapidly growing, driven by high household consumption and widespread social media use. Instagram Ads, a popular tool for digital marketing, provides targeted advertising features. However, limited research explores user perceptions influencing its adoption, particularly in the fashion sector. This study investigates factors affecting the intention to use Instagram Ads by applying constructs from the Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB), including perceived ease of use, perceived usefulness, trustworthiness, and attitudes toward Instagram Ads. A quantitative approach was used with Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected from Instagram Ads users in the fashion industry, testing nine hypotheses to assess relationships between key variables. The results indicate that perceived ease of use positively influences perceived usefulness (H1), trustworthiness (H2), and attitudes toward Instagram Ads (H3). Perceived usefulness impacts trustworthiness (H4), attitudes (H5), and intention to use Instagram Ads (H6). While trustworthiness affects attitudes (H7), it does not directly influence intention to use Instagram Ads (H8). Attitudes significantly determine intention to use Instagram Ads (H9). This study extends previous research by highlighting the role of ease of use and perceived usefulness in shaping user attitudes and trust. The findings offer practical implications for businesses looking to optimize digital marketing strategies and theoretical contributions by integrating TAM and TPB in a social media advertising context.
The Influence of Social Media Marketing on Brand Loyalty with the Mediation of Brand Love and Brand Trust among Minimarket Consumers Susanti, Dewi; Panjaitan, Arop Ria Saulina
Journal of Current Research In Multidisciplinary Vol. 2 No. 4 (2024): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

In the digital era, Social Media Marketing (SMM) has become a primary tool for businesses to convey information and build relationships with consumers. This study aims to explore the relationships among Social Media Marketing, Brand Love, Brand Trust, and Brand Loyalty within the retail industry context, focusing specifically on the minimarket sector. The sample consisted of 147 respondents who were customers of minimarkets in West Jakarta, followed the minimarkets’ Instagram accounts, and had made at least five purchases within the past three months. Data were analyzed using Path Analysis with PLS-SEM, including tests for validity, reliability, and hypothesis testing. Based on the literature review and proposed hypotheses, this study examined the direct and mediating effects of Brand Love and Brand Trust on the relationship between Social Media Marketing and Brand Loyalty. The findings indicate that Social Media Marketing has a positive effect on both Brand Love and Brand Trust, which in turn enhance Brand Loyalty. Furthermore, both Brand Love and Brand Trust were found to mediate the relationship between Social Media Marketing and Brand Loyalty. This research provides valuable insights for retail companies in leveraging social media to improve customer loyalty and strengthen brand-consumer relationships.
Co-Authors Dewi Susanti Handra, Tessa Lie, Yenita Flowrenza Rowena, Janny