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All Journal Jurnal Ilmiah Manajemen Kesatuan
Ananda Sabil Hussein
Universitas Brawijaya, Indonesia
Economics, Econometrics & Finance Social Sciences

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The Impact of Electronic Customer Relationship Management (e-CRM) on e-Loyalty Maudy Amalyah Dodhy Putri; Ananda Sabil Hussein; Radityo Putro Handrito
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3600

Abstract

In the era of digital commerce, customer loyalty has become a vital determinant of platform sustainability. This study investigates the impact of Electronic Customer Relationship Management (e-CRM) on electronic loyalty (e-loyalty), with a focus on the mediating roles of e-customer experience and customer engagement. Grounded in Relationship Marketing Theory, the research targets active Tokopedia users in Indonesia using a quantitative approach. Data were collected through an online survey of 240 participants selected via purposive sampling, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results indicate that e-CRM significantly influences e-loyalty both directly and indirectly. Customer experience and engagement were found to mediate these relationships effectively. Notably, e-CRM improves digital experiences and promotes deeper customer involvement, both of which significantly enhance loyalty. These findings affirm that loyalty in e-commerce is driven not only by technical CRM execution but also by seamless, personalized interactions and emotional connections.
Unpacking Consumer Behavioral Intentions in Sustainable Cosmetics: The Role of Green Brand Love and Trust Nadiyah Asmaranti Anita Putri; Ananda Sabil Hussein; Taufiq Ismail
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3665

Abstract

The cosmetics industry in Indonesia contributes significantly to environmental degradation through non-degradable packaging and chemical-laden products, prompting a shift toward eco-friendly alternatives. Consumer demand for sustainable cosmetics is growing, driven by environmental awareness, yet the factors influencing their purchasing behavior remain underexplored. This study aims to examine how green motivation influences behavioral intentions toward eco-friendly cosmetic products, with green brand love and green trust as mediators, focusing on the Indonesian market. A quantitative approach was employed, collecting data through an online survey from 262 Indonesian consumers who had purchased green cosmetics. The data were analyzed using Structural Equation Modeling-Partial Least Squares to test the relationships between variables. The findings reveal that green motivation significantly influences behavioral intentions, with green brand love and green trust partially mediating this relationship. Consumers with strong environmental motivation exhibit greater emotional attachment and trust in eco-friendly brands, enhancing their likelihood to purchase and recommend these products. This study concludes that fostering genuine sustainability practices can strengthen consumer loyalty in Indonesia’s green cosmetics market, offering insights for brands to align with environmental values and meet growing consumer expectations.
The The Effect of Green Destination Image on Tourist Revisit Intention through Green Perceived Value and Satisfaction Ananda Windi Sukosyah; Ananda Sabil Hussein; Ikhtiara Kaideni Isharina
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3671

Abstract

Tourism that embraces environmentally friendly practices plays a vital role in ensuring nature conservation for future generations. This study aims to examine the influence of green destination image on revisit intention, with green perceived value and tourist satisfaction as mediating variables. Using a quantitative approach and purposive sampling, the research involved 200 tourists who had visited Tiga Warna Beach more than once in the past six months. The findings reveal that an environmentally friendly destination image and tourist satisfaction significantly influence tourists' intention to revisit. Furthermore, both green perceived value and tourist satisfaction act as partial mediators, strengthening the relationship between destination image and revisit intention. These results highlight the importance of building a strong green image and enhancing visitor satisfaction to foster loyalty. Tourism managers at Tiga Warna Beach are encouraged to develop strategies that increase return visits, such as promoting conservation efforts and engaging tourists through personalized communication. This study contributes valuable insights into the green tourism sector and may serve as a reference for future research within the service industry, particularly in developing sustainable tourism models that prioritize environmental preservation.
The Influence of K-pop Concert Attractiveness on Fanaticism: Dual Mediation by Satisfaction of Idol and Promoter in Indonesia Haditha Miftahul Sabrina; Ananda Sabil Hussein; Radityo Putro Handrito
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.4187

Abstract

Indonesia has become one of the largest markets for Korean popular music concerts, with billions of streams and sold-out events. This study explores how concert attractiveness affects fanaticism among Indonesian fans, using satisfaction with idols and satisfaction with promoters as mediating factors. The research draws on the idea that satisfaction grows when experiences meet or exceed expectations, turning initial appeal into lasting loyalty. The study uses a quantitative explanatory approach with purposive sampling. Surveys were collected from 250 fans who attended at least one Korean popular music concert between 2022 and 2024. Data were analyzed using structural equation modeling with partial least squares. Results show that attractiveness strongly influences both idol satisfaction and promoter satisfaction, which then drive fanaticism. The model explains 52 percent of idol satisfaction, 48 percent of promoter satisfaction, and 61 percent of fanaticism. Idol satisfaction has a stronger mediating effect than promoter satisfaction. Concert attractiveness alone is not enough to create fanaticism. It works through confirmed expectations that build satisfaction with both performers and event organizers. Idol-focused satisfaction plays the bigger role, but promoter quality remains essential for sustainable fan experiences.
Co-Authors Ananda Windi Sukosyah Haditha Miftahul Sabrina Ikhtiara Kaideni Isharina Maudy Amalyah Dodhy Putri Nadiyah Asmaranti Anita Putri Radityo Putro Handrito Taufiq Ismail