Article Per Year (5 Year)
p-Index From 2020 - 2025
1.168
P-Index
This Author published in this journals
All Journal Operations Research: International Conference Series Journal of Marketing Innovation Jurnal Komputer Bisnis Jurnal Teknologi Informasi International Journal of Mathematics, Statistics, and Computing
Sugiana, Neng Susi Susilawati
Unknown Affiliation
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Mathematics Social Sciences

Published : 7 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search
Journal : International Journal of Mathematics, Statistics, and Computing

 1 
Unpacking the Impact of Digital Touchpoint Excellence and Switching Resilience on Building Millennial Loyalty and Financial Decision-Making at Phintraco Sekuritas Hapsari, Ayuningtyas Yuli; Anwar, Tezza Adriansyah; Sugiana, Neng Susi Susilawati; Widjatun, Vincentia Wahju; Padmanegara, Oliver Hasan
International Journal of Mathematics, Statistics, and Computing Vol. 3 No. 4 (2025): International Journal of Mathematics, Statistics, and Computing
Publisher : Communication In Research And Publications

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijmsc.v3i4.269

Abstract

The purpose of this study is to investigate the influence of Digital Touchpoint Excellence and Switching Resilience on Millennial Loyalty and Financial Decision-Making in the context of digital investment services at Phintraco Sekuritas. In particular, the study seeks to understand how high quality digital interactions and user resilience contribute to sustained loyalty among millennials in Java and Bali. A quantitative research method was employed using a structured online questionnaire distributed to millennial respondents aged 20–40 who actively use digital investment platforms. A sample of 384 respondents was selected through proportional random sampling across major cities in Java and Bali. The data were analyzed using Structural Equation Modeling (SEM) with AMOS to test the relationships among variables. The results reveal that Digital Touchpoint Excellence significantly influences both Financial Decision-Making and Millennial Loyalty, with Financial Decision-Making acting as a partial mediator. Furthermore, Switching Resilience strengthens the impact of Financial Decision-Making on Millennial Loyalty, indicating its role as a moderating variable. The findings suggest that creating seamless, personalized, and reliable digital touchpoints is crucial in enhancing user confidence in financial decisions, which in turn drives loyalty. This study provides practical implications for fintech service providers, emphasizing the importance of investing in digital customer experiences and resilience-building strategies to retain millennial users. Uniqueness of this study lies in its integrated approach that combines psychological resilience and digital UX excellence within a financial decision-making context, specifically targeting millennial behavior in the Indonesian capital market a perspective that remains underexplored in previous research. 
The Influence of Service Quality on Customer Loyalty at Ibis Hotel Bandung Mukhlis, Ervie Nur Afifah; Nurarifian, Muhammad Chairully; Agustian, Deryl; Syafrilyudin, Rafli; Hidayatullah, Tubagus; Sugiana, Neng Susi Susilawati
International Journal of Mathematics, Statistics, and Computing Vol. 3 No. 4 (2025): International Journal of Mathematics, Statistics, and Computing
Publisher : Communication In Research And Publications

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijmsc.v3i4.270

Abstract

This study aims to analyze the influence of service quality on customer loyalty at Ibis Hotel Bandung. The hospitality industry is highly competitive, and maintaining customer loyalty is crucial for business sustainability. Service quality is considered a key factor influencing customer decisions to repurchase and recommend hotel services to others. This research uses a quantitative method with a survey approach, involving 100 customers who have stayed at Ibis Hotel Bandung. Data were collected through questionnaires measuring five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using multiple linear regression to determine the significance of each dimension’s effect on customer loyalty.The results show that service quality significantly influences customer loyalty at Ibis Hotel Bandung. Among the dimensions, reliability and assurance have the highest positive impact, indicating that customers value consistent service performance and the confidence provided by hotel staff. Tangibles, such as cleanliness and room facilities, also contribute to loyalty, though to a lesser extent. Responsiveness and empathy were found to positively affect loyalty by creating comfort and trust in customers during their stay. These findings imply that Ibis Hotel Bandung must continuously maintain and improve its service quality, especially in ensuring reliable and assured services to increase customer retention and recommendations. This study contributes to the hotel management literature by reaffirming that excellent service quality is a strategic asset in building and sustaining customer loyalty in the hospitality industry.
Co-Authors Agus Rahayu Agustian, Deryl Anwar, Tezza Adriansyah Azzahra, Hifia Alya Fajri, Refqi Noor Firdaus, Adam Gafar, Vanessa Hapsari, Ayuningtyas Yuli Hidayatullah, Tubagus Lili Adi Wibowo Maisa, Asmara Azizah Mukhlis, Ervie Nur Afifah Nuralisa, Mike Nurarifian, Muhammad Chairully Padmanegara, Oliver Hasan Puspo Dewi Dirgantari Qolbi, Aprilia Eka Nur Rabiatul, Rizdyanti Rahmadi, Emiro Meirza Ramadhona, Marini Ratnaningsih, Rini Surahman, Dongki Syafrilyudin, Rafli Tini Martini, Tini WAHYU NURJAYA WK Widjatun, Vincentia Wahju