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All Journal JIS Siwirabuda (Jurnal Ilmiah Sains Sosial, Kewirausahaan dan Kebudayaan)
Aripin, Zaenal Aripin
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Humanities Computer Science & IT Economics, Econometrics & Finance Library & Information Science Social Sciences

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HOW BANK SERVICE INNOVATION AFFECTS THE VALUE OF CUSTOMER EXPERIENCE AND DECISION TO BE LOYAL Aripin, Zaenal Aripin; Ngurah Made Novianha Pynatih; Ni Rai Artini
Jurnal Ilmiah Sains Sosial, Kewirausahaan dan Kebudayaan Vol. 1 No. 2 (2023): JIS SIWIRABUDA September 2023
Publisher : Universitas Tabanan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58878/jissiwirabuda.v1i2.238

Abstract

In light of technological advancements and heightened competition in banking, institutions are adopting service innovations to retain clientele. Yet, the impact of such innovations on customer experience value and loyalty remains underexplored. This study aims to scrutinize the relationship between bank service innovation, customer experience value, and loyalty decisions. Additionally, it seeks to identify pivotal factors within service innovation that shape customer experience value and loyalty choices. Employing a literature study encompassing previous research, articles, and books on bank service innovation, customer experience, and loyalty, the research sourced reliable data to comprehensively comprehend the subject. Findings highlight the positive influence of bank service innovation on customer experience value. Greater innovation levels correlate with elevated experiential value for customers. Moreover, customer experience value significantly impacts decisions to remain loyal. Key determinants such as service reliability, user-friendliness, and interaction quality sway both customer experience value and loyalty decisions. This research adds vital insights into how bank service innovations mold customer experience value and loyalty determinations. The outcomes provide guidance for banks to implement effective service innovations, thereby enriching customer experiences and fortifying loyalty.
Collaboration Of Consumer Resources For Service Innovation In Social E-Commerce: The Effects Of Social Media Influencer Mediation Aripin, Zaenal Aripin; Pynatih, Ngurah Made Novianha; Ni Rai Artini
Jurnal Ilmiah Sains Sosial, Kewirausahaan dan Kebudayaan Vol. 2 No. 1 (2024): JIS SIWIRABUDA Maret 2024
Publisher : Universitas Tabanan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58878/jissiwirabuda.v2i1.273

Abstract

The rapid growth of social e-commerce has transformed the online commerce landscape, driving significant changes in consumer behavior. Consumer resource collaboration is becoming increasingly important in this context, enabling brands to expand reach and accelerate service innovation. On the other hand, the influence of social media influencers is increasingly strengthening the role of consumers in influencing purchasing decisions and creating trends. This research aims to investigate the role of consumer resource collaboration in driving service innovation in social e-commerce, by considering the mediating effect of social media influencers. The research approach used is qualitative by analyzing data from related journals, articles and books. The research involved a survey of respondents involved in social e-commerce, as well as in-depth interviews with social media influencers involved in collaborations with brands. The research results show that consumer resource collaboration has a significant impact in expanding brand reach, increasing consumer engagement, and accelerating the adoption of innovations in social e-commerce. Social media influencer mediation has also been proven to strengthen consumer influence in influencing purchasing decisions and creating greater brand awareness.
Co-Authors Ngurah Made Novianha Pynatih Ni Rai Artini Pynatih, Ngurah Made Novianha