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All Journal Jurnal Informatika Ekonomi Bisnis Akrab Juara : Jurnal Ilmu-ilmu Sosial Journal of Management and Social Sciences Jurnal Informatika Ekonomi Bisnis
Mirsal
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Biochemistry, Genetics & Molecular Biology Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Medicine & Pharmacology Social Sciences Transportation

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Omnichannel Strategy: Its Impact on Customer Satisfaction and Retention Ilyas, Andre; Dianti, Muthia Rahma; Mirsal
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 4 (December 2025): Accepted
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i4.1303

Abstract

This paper explores the impact of omnichannel strategies on customer satisfaction and retention. The scope of the research includes industries such as retail, technology, and financial services, focusing on how integrated communication channels, including physical stores, online platforms, and mobile applications, enhance customer experiences. The objectives are to analyze the relationship between omnichannel strategies and customer loyalty, and to investigate the effectiveness of these strategies in improving retention rates. A mixed methods approach was employed, combining quantitative surveys and qualitative interviews. Data was gathered from over 500 respondents across various industries, and results were analyzed using statistical and thematic methods. The findings show that service consistency, personalization, and convenience are critical factors driving customer satisfaction and retention. Businesses that integrate these factors across all touchpoints report higher levels of customer loyalty and long term retention. The study concludes that omnichannel strategies are essential for businesses seeking to enhance customer experiences and improve customer retention. These findings have practical implications for companies looking to optimize their customer engagement strategies in today’s competitive market.
Omnichannel Strategy: Its Impact on Customer Satisfaction and Retention Ilyas, Andre; Dianti, Muthia Rahma; Mirsal
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 4 (December 2025)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i4.1303

Abstract

This paper explores the impact of omnichannel strategies on customer satisfaction and retention. The scope of the research includes industries such as retail, technology, and financial services, focusing on how integrated communication channels, including physical stores, online platforms, and mobile applications, enhance customer experiences. The objectives are to analyze the relationship between omnichannel strategies and customer loyalty, and to investigate the effectiveness of these strategies in improving retention rates. A mixed methods approach was employed, combining quantitative surveys and qualitative interviews. Data was gathered from over 500 respondents across various industries, and results were analyzed using statistical and thematic methods. The findings show that service consistency, personalization, and convenience are critical factors driving customer satisfaction and retention. Businesses that integrate these factors across all touchpoints report higher levels of customer loyalty and long term retention. The study concludes that omnichannel strategies are essential for businesses seeking to enhance customer experiences and improve customer retention. These findings have practical implications for companies looking to optimize their customer engagement strategies in today’s competitive market.
THE INTERACTION OF DIGITAL LIFESTYLE ON MILLENNIAL ECONOMIC DEVELOPMENT IN LIMA PULUH KOTA REGENCY Mirsal
Akrab Juara : Jurnal Ilmu-ilmu Sosial Vol. 10 No. 4 (2025): November
Publisher : Yayasan Azam Kemajuan Rantau Anak Bengkalis

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

Abstract

The development of digital technology has shaped new lifestyles among the millennial generation, which directly affect the dynamics of regional economic development. Digital lifestyles not only influence consumption patterns but also encourage the emergence of productive economic activities based on technology. This study aims to analyze the interaction between digital lifestyles and the economic development of the millennial generation in Lima Puluh Kota Regency. The research adopts a descriptive qualitative approach using a literature review method. Data were obtained from national scientific journals, conference proceedings, and academic books relevant to the digital economy, digital lifestyles, and the millennial generation. The results indicate that the digital lifestyle of the millennial generation contributes positively to regional economic development through the growth of digital entrepreneurship, the utilization of e-commerce, and the strengthening of locally based creative economies. However, challenges such as limited digital infrastructure and low levels of digital literacy remain major obstacles.
Customer Trust as a Mediator of Digital Marketing Effects on Consumer Behavior: A Systematic Review Sari, Fitrah; Rahman, Ahmad Vajri; Mirsal
Journal of Management and Social Sciences Vol. 5 No. 2 (2026): May: Journal of Management and Social Sciences
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Yappi Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimas.v5i2.2534

Abstract

This study aims to examine the role of customer trust as a mediating variable in the relationship between digital marketing strategies and consumer behavior. As digital marketing evolves, companies are required not only to create engaging content but also to build strong trust to influence purchase intention, loyalty, and customer engagement. This research employs a systematic literature review (SLR) following PRISMA guidelines, selecting 52 empirical articles from reputable international databases such as Scopus, Web of Science, EBSCOhost, and ScienceDirect, published between 2015 and 2026. The analysis involved thematic and descriptive synthesis to assess the strength of digital marketing’s impact on customer trust and consumer behavior outcomes. The results indicate that digital marketing has a significant positive effect on customer trust formation (β=0.652; p<0.001). Customer trust functions as a partial mediator that strengthens the impact of digital marketing on purchase intention, loyalty, and engagement. The direct effect of digital marketing on consumer behavior is weaker when trust is not optimally established. These findings emphasize that effective digital marketing strategies must focus on transparency, security, credibility, and personalization to maximize consumer behavior outcomes. Practically, this study provides important implications for companies and digital marketing practitioners, highlighting that successful campaigns rely not only on content and visibility but also on the ability to build customer trust. The study also opens avenues for future research to examine more specific trust dimensions, including platform integrity, information quality, and social proof, within increasingly complex digital marketing contexts.
Co-Authors Andre Ilyas Dianti, Muthia Rahma Rahman, Ahmad Vajri Sari, Fitrah