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All Journal Jurnal Witana Jurnal Bisnis dan Kewirausahaan
Pranata, Sudadi Pranata
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Dari Layar ke Kepercayaan: Bagaimana Dukungan Selebriti dan Faktor Lingkungan Membentuk Loyalitas Pelanggan dalam Mobile Banking Chaerunisa, Danya Rizki Chaerunisa; Pranata, Sudadi Pranata; Purnamasari, Dewi Laily Purnamasari
Jurnal Bisnis dan Kewirausahaan Vol 2 No 2 (2025): Juli
Publisher : ICON Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71154/1pca2775

Abstract

This study investigates how mobile banking services influence customer loyalty, with a focus on the mediating role of celebrity endorsement and the moderating effect of environmental factors. Drawing on the Elaboration Likelihood Model (ELM), the study tests five hypotheses using a structural equation modeling (SEM-PLS) approach. The results show that mobile banking services significantly influence both customer loyalty and perceptions of celebrity endorsements. However, celebrity endorsements do not significantly affect customer loyalty, nor do they mediate the relationship between mobile banking services and loyalty. Additionally, environmental factors were found not to moderate the relationship, indicating that loyalty is shaped more by internal service quality than external conditions. The findings emphasize the dominant role of central cues—such as functionality, reliability, and convenience—in digital service experiences, suggesting that peripheral cues like celebrity endorsements are insufficient to foster loyalty in utilitarian services like banking. Practically, the study recommends that financial institutions invest more in service innovation and customer-centric mobile platforms than in celebrity-based promotions. Theoretically, the research expands the ELM framework by illustrating its limitations in high-involvement digital service contexts. Future studies are encouraged to explore alternative mediators and extend the model across different service industries and cultural settings.
PENGARUH PERKEMBANGAN DIGITAL MARKETING DAN WORD OF MOUTH TERHADAP MINAT BELI WARDAH Rina, Agustina; Pranata, Sudadi Pranata; Lukita, Chandra
Jurnal Witana Vol 1 No 1 (2023)
Publisher : Jurnal Witana

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Perkembangan teknologi sangat pesat, berbagai aktivitas mulai memanfaatkan teknologi dalam menjalankan usahanya. Perkembangan ini harus diterapkan dalam setiap perusahaan agar dapat mengikuti perkembangan zaman dan dapat bersaing dengan perusahaan yang lain salah satunya yaitu produk kecantikan Wardah. Seseorang memiliki minat untuk membeli suatu produk karena mengetahui kualitas yang diinformasikan melalui media sosial dan orang sekitar. Tujuan penelitian ini adalah untuk mengetahui pengaruh perkembangan digital marketing terhadap minat beli Wardah di marketplace shopee, mengetahui pengaruh word of mouth terhadap minat beli Wardah di marketplace shopee dan Untuk mengetahui pengaruh perkembangan digital marketing dan word of mouth terhadap minat beli Wardah di marketplace shopee. Metode penelitian yang digunakan yaitu metode kuantitatif dengan pendekatan asosiatif. Responden dalam penelitian berjumlah 100 yang berusia 16-25 tahun di kota Cirebon yang pernah membeli produk Wardah di Shopee. Teknik pengumpulan data menggunakan Software Partial Least Square (PLS). Hasil penelitian perkembangan digital marketing berpengaruh positif dan signifikan terhadap minat beli Wardah, word of mouth berpengaruh positif dan signifikan terhadap minat beli Wardah dan perkambangan digital marketing dan word of mouth berpengaruh positif dan signifikan terhadap minat beli Wardah.
Co-Authors Chaerunisa, Danya Rizki Chaerunisa Purnamasari, Dewi Laily Purnamasari Rina, Agustina