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All Journal JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Studi Akuntansi, Keuangan, dan Manajemen IIJSE
Alldila Nadhira Ayu Setyaning
Universitas Islam Indonesia, Yogyakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics Social Sciences

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Implementation of Immersive Customer Experience Strategy by Customer Care XYZ to Improve Consumer Satisfaction and Loyalty Nursiwan Dinata Candra; Alldila Nadhira Ayu Setyaning
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.8611

Abstract

This study aims to examine the implementation of the Immersive Customer Experience (ICE) strategy by Customer Care XYZ at XYZ in enhancing customer satisfaction and loyalty. The ICE strategy combines physical and digital experiences in a personalized manner to create emotional connections between customers and the brand. This research employs a qualitative approach using a case study method. Data were collected through field observations, in-depth interviews with three key informants, and documentation. The findings reveal that it has implemented various programs such as Mudik Bersama, Posko Mudik, the MX application, after-sales services, and birthday greetings, which reflect the ICE strategy, although not explicitly labeled as such. These programs have proven effective in creating positive and immersive customer experiences, thereby improving customer satisfaction and loyalty toward XYZ. This study also offers recommendations for optimizing experience-based marketing strategies to strengthen long-term customer relationships.
The Dangerous Allure of Trends: The Influence of Fear of Missing Out on Brand Passion and Its Effect on Compulsive Buying of Fashion Products in Indonesia Ezra Aulia Najwa Dewi; Alldila Nadhira Ayu Setyaning
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.9130

Abstract

This study employs a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM) with data collected from 305 respondents. The purpose of the research is to examine the influence of fear of missing out (FoMO) on harmonious brand passion and obsessive brand passion, as well as its impact on compulsive purchasing behaviors, including impulsive buying and obsessive-compulsive buying in the context of fashion consumption in Indonesia. The results show that FoMO has a positive and significant effect on both forms of brand passion. Additionally, both harmonious brand passion and obsessive brand passion positively and significantly influence impulsive buying. These two types of brand passion also contribute to higher levels of obsessive-compulsive buying. The findings highlight that FoMO and brand passion play substantial roles in shaping unplanned and repetitive purchasing behaviors among fashion consumers, underscoring the importance for marketers to understand these psychological dynamics when developing marketing strategies.
Pengaruh Persepsi Pengguna E-Wallet terhadap Pembelian Impulsif: Peran Mediasi Kepuasan dan Kesenangan Nofa Ardhan Sultoni; Alldila Nadhira Ayu Setyaning
Studi Akuntansi, Keuangan, dan Manajemen Vol 5 No 2 (2025): Oktober
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/sakman.v5i2.5561

Abstract

Purpose: This study aims to determine the influence of interactivity perception, risk perception, visual appeal, and subjective norms on impulse purchase behavior, with satisfaction and perception of pleasure as intervening variables in e-wallet users in Indonesia. Methodology/approach: The approach used in this study is a quantitative approach. The data collection technique was by distributing online questionnaires to 300 respondents using Google Form. The sampling technique used a non-probability sampling technique using the purposive sampling method which was then processed using structural equation modeling SEM (Structural Equation Modeling) using the PLS program. Results/findings: This study found that the perception of interactivity, visual appeal, and subjective norms had a positive and significant effect on satisfaction and perception of pleasure. On the other hand, risk perception has a negative and significant effect on both. In addition, satisfaction and perception of pleasure also have a positive and significant effect on impulse buying behavior. Conclusions: Overall, the study confirms that both cognitive (satisfaction) and affective (enjoyment) responses play a crucial mediating role in transforming external stimuli into impulsive purchase decisions. The findings strengthen the application of the S-O-R framework in the digital financial context and provide both theoretical enrichment and managerial implications. Limitations: The limited number of respondents and the variables used were limited to perceived interactivity, perceived risk, visual appeal, subjective norms, satisfaction, and perceived enjoyment. Contribution: This study contributes to policymaking for e-wallet service providers in designing more effective marketing strategies focused on user experience.
Pengaruh Word of Mouth, Religiusitas, Behavior Control Terhadap Niat Pembelian Obat Halal Rosa Handayani; Alldila Nadhira Ayu Setyaning
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 6 No 3 (2025): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i3.4486

Abstract

Purpose: This study investigates the influence of word of mouth, religiosity, and behavioral control on purchase intention for halal pharmaceutical products in Indonesia, with attitude serving as a mediating factor. This research is grounded in the context of Islamic marketing and consumer behavior. Methodology/approach: A quantitative survey method was used to collect data from Muslim consumers in Indonesia. Analysis was conducted using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS software. Results/findings: The findings indicate that word-of-mouth, religiosity, and behavioral control have a significant influence on purchase intention. Additionally, attitude plays a mediating role in the relationship between religiosity and purchase intention, as well as between word of mouth and purchase intention. This suggests that stronger religious beliefs and positive word-of-mouth can shape consumer attitudes, which in turn drive the intention to purchase halal pharmaceutical products. Conclusions: This study found that word of mouth, religiosity, and behavioral control significantly influenced consumers’ intention to purchase halal medicines, with attitude playing a key mediating role. Positive recommendations, strong religious values, and a sense of control all contribute to shaping favorable attitudes and increasing the intention to buy halal pharmaceutical products. Limitations: This study is limited by the availability of literature on halal pharmaceutical consumer behavior, leading to comparisons with other halal product industries. Contribution: This study contributes to Islamic marketing and consumer behavior studies by offering empirical insights into Muslim consumers' decision-making processes. This finding provides practical implications for businesses and policymakers to enhance marketing strategies for halal pharmaceuticals.
Co-Authors Ezra Aulia Najwa Dewi Nofa Ardhan Sultoni Nursiwan Dinata Candra Rosa Handayani