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All Journal Journal of Entrepreneurship & Business
Yulika Rosita Agrippina
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Journal of Entrepreneurship

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The Role of Omni-Channel Integration Quality and Perceived Value in Shaping Customer Satisfaction and Loyalty in BCA Basic Banking Services Lie, Jessica; Yulika Rosita Agrippina
Journal of Entrepreneurship & Business Vol. 6 No. 2 (2025): Journal of Entrepreneurship and Business (June)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jeb.v6i2.7340

Abstract

Purpose: This study aims to examine the impact of omni-channel integration quality and omni-channel perceived value on customer satisfaction, customer satisfaction on customer loyalty, and the mediation of customer satisfaction between omni channel integration quality and omni-channel perceived value to customer loyalty in the context of basic banking services (BBS). BCA offer BBS that is essential for customers. Method: There are 143 respondents, who live in Surabaya, aged above 17 years old, who have used a minimum of two out of four of these BCA channels: ATM BCA, KlikBCA, BCA mobile, and myBCA, and who have used three basic banking services, namely money transfer, checking account balances, and bill payments in the last three months. The data collected using questionnaire, Google Form. Next, it was processed using Smart PLS and analyzed through the Structural Equation Model (SEM) method. Result: The finding of this research proved omni-channel integration quality has a positive and significant impact on omni-channel perceived value, omni-channel integration quality has positive and significant impact on customer satisfaction, omni-channel perceived value has positive and significant impact on customer satisfaction , customer satisfaction mediate the relationship between omni-channel integration quality and customer loyalty, and customer satisfaction mediates omni channel perceived value to customer loyalty.
The Influence of Environmental Awareness, Green Marketing, and Green Attribute Transparency on Purchase Intention Through Corporate Brand Image: A Case Study on Sensatia Botanicals Consumers in Indonesia Pasaribu, Eiwanda Magdalena; Yulika Rosita Agrippina
Journal of Entrepreneurship & Business Vol. 7 No. 2 (2026): Journal of Entrepreneurship and Business (March-June)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jeb.v7i2.8556

Abstract

Purpose: This study aims to analyze the effects of environmental awareness, green marketing, and green attribute transparency on consumers’ purchase intentions toward environmentally friendly personal care products, with corporate brand image as a mediating variable. The novelty of this research lies in emphasizing green attribute transparency as a distinct determinant of purchase intention and in examining the mediating role of corporate brand image within the context of sustainability-oriented personal care brands in Indonesia. Method: This study used primary data collected through an online questionnaire distributed to 306 Indonesian consumers aged 18 years and above who are familiar with environmentally friendly personal care products. A non-probability purposive sampling technique was applied, and the data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS software. Results: The findings indicate that environmental awareness, green marketing, and green attribute transparency positively influence purchase intention, with corporate brand image playing a supporting role in shaping consumer perceptions. Corporate brand image significantly mediates the effects of environmental awareness and green attribute transparency on purchase intention, but does not mediate the relationship between green marketing and purchase intention. These results highlight the importance of transparent environmental information beyond promotional claims, while future studies are encouraged to explore additional variables and alternative research designs to strengthen explanatory power.
Co-Authors Lie, Jessica Pasaribu, Eiwanda Magdalena