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All Journal Jurnal Riset Akuntansi Politala IAIC Transactions on Sustainable Digital Innovation (ITSDI) Economic Reviews Journal IPSSJ JCRIM (Journal of Current Research In Multidisciplinary)
Panjaitan, Arop Ria Saulina
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Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Materials Science & Nanotechnology Public Health 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.
PENGARUH KEPERCAYAAN, METODE PEMBAYARAN, HARGA TERHADAP MINAT BELI ULANG PADA E-COMMERCE DI JAKARTA Yunita Dwi Listya, Arop Ria Saulina Panjaitan
Integrative Perspectives of Social and Science Journal Vol. 2 No. 03 Agustus (2025): Integrative Perspectives of Social and Science Journal
Publisher : PT Wahana Global Education

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Abstract

Pandemi COVID-19 telah mendorong percepatan adopsi e-commerce, menjadikan belanja daring sebagai kebiasaan baru yang terus bertahan. Marketplace di Indonesia, mencatat pertumbuhan yang signifikan. Penelitian ini bertujuan untuk menganalisis pengaruh kepercayaan, metode pembayaran, dan harga terhadap minat beli ulang pada e-commerce di Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner kepada 105 responden pengguna aktif e-commerce di Jakarta. Sampel ditentukan menggunakan metode non-probability sampling dan teknik purposive sampling, dengan kriteria responden berusia minimal 18 tahun, pernah membeli produk di e-commerce minimal dua kali dalam sebulan, dan berdomisili di Jakarta. Data dianalisis menggunakan regresi linier berganda, uji F, dan uji t, setelah melalui uji validitas, reliabilitas, dan asumsi klasik (normalitas, multikolinearitas, heteroskedastisitas). Hasil penelitian menunjukkan bahwa kepercayaan, metode pembayaran, dan harga secara parsial dan simultan berpengaruh positif dan signifikan terhadap minat beli ulang. Hal ini mengindikasikan bahwa semakin tinggi kepercayaan, semakin mudah metode pembayaran, dan semakin sesuai harga, maka minat beli ulang konsumen pada e-commerce akan semakin tinggi. Temuan ini memberikan kontribusi teoritis dalam perilaku konsumen digital dan implikasi praktis bagi industri e-commerce dalam meningkatkan loyalitas konsumen pascadigitalisasi.
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.
Pengaruh Transformational Leadership, Work Life Balance, dan Autonomy Terhadap Employee Engagement Karyawan Generasi Z di Perusahaan Digital Ivonni, Merry; Saulina Panjaitan, Arop Ria
Economic Reviews Journal Vol. 5 No. 2 (2026): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v5i2.1089

Abstract

The development of the digital economy in Indonesia has driven the rapid growth of digital start-ups, which in turn has transformed the characteristics and dynamics of the workforce, particularly for Generation Z employees. A dynamic, flexible, and high-pressure work environment makes employee engagement a crucial factor in maintaining performance stability. This study aims to determine the influence of transformational leadership, work-life balance, and job autonomy on the employee engagement of Generation Z workers in digital start-up companies. A quantitative approach was employed, and data were analyzed using multiple linear regression. The sampling technique utilized a purposive sampling method, involving 164 Generation Z respondents. The results indicate that, partially, transformational leadership and job autonomy have a positive and significant effect on employee engagement. Conversely, work life balance does not have a significant effect on employee engagement. Simultaneously, transformational leadership, work life balance, and job autonomy significantly influence employee engagement. The managerial implications of this research suggest that digital start-ups need to strengthen transformational leadership practices and provide clear job autonomy to sustainably enhance employee engagement.
Co-Authors Dewi Susanti Handra, Tessa Ivonni, Merry Lie, Yenita Flowrenza Rowena, Janny