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All Journal Journal of Economics and Management Scienties Jurnal Pengabdian dan Pemberdayaan Masyarakat (ABDI DAYA KU)
Farhah, Nabilla Fitri Assy
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Library & Information Science Social Sciences Other

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The Influence of Digital Marketing and Electronic Word of Mouth on Customer Retention in Generation Z Consumers in TikTok Shop with Brand Trust as a Moderator Farhah, Nabilla Fitri Assy; Reza, Bobby; Kamaruddin, Muhammad Junaid
Journal of Economics and Management Scienties Volume 8 No. 2, March 2026 (Accepted)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/jems.v8i2.383

Abstract

This study was conducted in response to the growing phenomenon in which digital marketing gradually replaces traditional marketing, with TikTok shop exemplifying expertise in sustaining social commerce amid intense competition. The research aims to examine the influence of Digital Marketing (X1) and Electronic Word of Mouth (X2) on Customer Retention (Y), with Brand Trust (Z) positioned as a moderating variable. A quantitative approach was employed using Structural Equation Modeling (SEM) with SmartPLS software, as this method is suitable for testing complex relationships among latent constructs. Data were collected through surveys distributed to Generation Z consumers actively engaged with TikTok shop, ensuring representation of the population most immersed in social commerce. Measurement indicators included promotional strategies, SEO, social media, public relations, e-WOM intensity, valence, content, and trust dimensions. The findings revealed that Digital Marketing and Brand Trust significantly and positively affect Customer Retention, while the moderating role of Brand Trust was not statistically significant. These results imply that effective digital marketing strategies and trust-building initiatives are crucial for sustaining customer loyalty, though trust alone may not strengthen moderating effects.
Strategi Sosialisasi Penjualan Sebagai Solusi Pengembangan UMKM di Desa Pasir Jaya Fauziah; Kamaruddin, Muhammad Junaid; Galuh Sukmaranti; Harisuddin; Sinaga, Andre Frianto; Dewi, Maharani; Zahra, Nabila; Farhah, Nabilla Fitri Assy
Jurnal Pengabdian dan Pemberdayaan Masyarakat Vol. 2 No. 2 (2025): ABDI DAYA KU Jurnal Pengabdian dan Pemberdayaan Masyarakat
Publisher : MJK PUBLISHER

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Abstract

The real need is that MSME actors need a wider range of purchasing their products, not only in the surrounding environment. This is a real need that inspires and provides the background for community service implementation activities in the form of socialization of sales strategies. In this article, the method used is the consultation method. The consultation method is a method that is carried out by providing material to the audience regarding problems about sales strategies given by lecturers. The results of the marketing strategy socialization activity in Pasir Jaya Village were carried out smoothly and received a good response from the community. Participants who attended included MSME actors, youth groups, and village officials. Through this activity, the public's understanding of the importance of marketing local products is increasing. They began to recognize various promotional approaches, such as the use of social media, attractive packaging designs, and the application of prices that suit market needs.
Co-Authors Bobby Reza Fauziah Galuh Sukmaranti Harisuddin Kamaruddin, Muhammad Junaid Maharani, Dewi Sinaga, Andre Frianto Zahra, Nabila