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All Journal GEMA EKONOMI Jurnal Manajemen dan Pemasaran Jasa
Kristaung , Robert
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Positive Word-Of-Mouth, Customer Trust, Dan Customer Value Terhadap Revisit Intention Yang Dimediasi Oleh Customer Loyalty Pada Rumah Sakit Riady, Chelsea; Kristaung , Robert
GEMA EKONOMI Vol 12 No 3 (2023): GEMA EKONOMI
Publisher : Fakultas Ekonomi Universitas Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55129/https://doi.org/10.55129/.v12i4.2927

Abstract

These days hospitals have turned into an institution which is more business-oriented, so patients experiences become important for a competitive growth strategy, which includes positive word-of-mouth, customer trust, value, and loyalty. This study was conducted to analyze the effect of positive word-of-mouth, customer trust, and customer value on revisit intention mediated by customer loyalty in type B publicly-traded hospitals. This study used a questionnaire from 202 respondents distributed using a purposive sampling technique. Hypothesis analysis by the use of a partial least square (PLS) test, which is one of the structural equation modeling (SEM) approaches. First, a measurement model test was carried out by testing the validity and reliability of each indicator, and a structural model was also carried out to determine the relationship between variables in the model. The results showed that there are positive effects of positive word-of-mouth, customer trust, and customer value on customer loyalty, and there is also a positive effect of customer loyalty on revisit intention. In addition, it is also found that customer loyalty mediates the effect of positive word-of-mouth, customer trust, and customer value on revisit intention
The power of AI personalization: Mediated moderation in social & e-commerce Mandagie, Wenny Candra; Kristaung , Robert
Jurnal Manajemen dan Pemasaran Jasa Vol. 18 No. 1 (2025): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/v18i1.21587

Abstract

This study investigates the impact of AI-driven personalization on key customer outcomes within Indonesia's e-commerce landscape. It examines how personalization influences customer engagement, trust, perceived relevance, customer experience, and purchase frequency. While prior studies have extensively explored AI personalization, limited research has examined its mediated moderation effects on customer behavior in emerging e-commerce markets, particularly in Indonesia. This study addresses the gap by analyzing the moderating effect of education level and the mediating role of perceived relevance in shaping purchase frequency. Using a purposive sampling, data were collected from 251 e-commerce users through structured surveys. The data were analyzed using PLS-SEM. The findings reveal that AI-driven personalization significantly enhances customer engagement, trust, perceived relevance, and customer experience. Additionally, perceived relevance mediates the relationship between personalization and purchase frequency, emphasizing its role in driving consumer behavior. The education level moderates the relationship between customer experience and purchase frequency, suggesting that personalization strategies should be tailored to different educational backgrounds. It contributes to the AI personalization literature by uncovering its moderated mediation effects in social and e-commerce contexts, particularly in emerging markets. Practically, these insights can guide e-commerce practitioners in leveraging AI-driven personalization to enhance customer engagement, trust, and satisfaction, leading to increased purchase frequency. This study has limitations, including potential measurement biases in customer trust and experience, and excluding other influencing factors such as price sensitivity or brand loyalty. Future research should explore additional moderators and mediators, investigate AI personalization across various industries, and examine longitudinal effects to strengthen the findings.
Pengaruh Positive Word-Of-Mouth, Customer Trust, Dan Customer Value Terhadap Revisit Intention Yang Dimediasi Oleh Customer Loyalty Pada Rumah Sakit Riady, Chelsea; Kristaung , Robert
GEMA EKONOMI Vol 12 No 3 (2023): GEMA EKONOMI
Publisher : Fakultas Ekonomi Universitas Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55129/https://doi.org/10.55129/.v12i4.2927

Abstract

These days hospitals have turned into an institution which is more business-oriented, so patients experiences become important for a competitive growth strategy, which includes positive word-of-mouth, customer trust, value, and loyalty. This study was conducted to analyze the effect of positive word-of-mouth, customer trust, and customer value on revisit intention mediated by customer loyalty in type B publicly-traded hospitals. This study used a questionnaire from 202 respondents distributed using a purposive sampling technique. Hypothesis analysis by the use of a partial least square (PLS) test, which is one of the structural equation modeling (SEM) approaches. First, a measurement model test was carried out by testing the validity and reliability of each indicator, and a structural model was also carried out to determine the relationship between variables in the model. The results showed that there are positive effects of positive word-of-mouth, customer trust, and customer value on customer loyalty, and there is also a positive effect of customer loyalty on revisit intention. In addition, it is also found that customer loyalty mediates the effect of positive word-of-mouth, customer trust, and customer value on revisit intention
Co-Authors Mandagie, Wenny Chandra Riady, Chelsea