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All Journal Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Journal of Ekonomics, Finance, and Management Studies
Andry Herawati
Universitas Dr Soetomo
Religion Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Pengaruh Customer Experience dan Brand Image terhadap Word of Mouth Marketing di Ahass Sumber Rejeki Baru Kenjeran Surabaya Herdito Al Ghifari R.M.; Andry Herawati; Anita Asnawi
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 4 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i4.11641

Abstract

The increasing population of motor vehicles in Indonesia compels after-sales service providers to improve marketing tactics based on recommendations to maintain market share. This study aims to analyze and explain the significance of the influence of customer experience and brand image on the effectiveness of Word of Mouth (WOM) marketing among customers of the AHASS Sumber Rejeki Baru Kenjeran workshop in Surabaya. Employing a quantitative approach, data were collected via electronic questionnaires from 160 respondents selected using the Slovin formula. Instrument testing (validity and reliability), multiple linear regression analysis to test hypotheses partially (t-test) and concurrently (F-test), and traditional assumption tests (normality, linearity, heteroscedasticity, and multicollinearity) were among the data analysis techniques used. This study finds the regression equation Y = 0.121 + 0.463X₁ + 0.507X₂ reveal that both customer experience and brand image have a favorable and noteworthy impact on WOM. Empirical findings indicate that brand image is the variable that dominates in triggering customer recommendation behavior, supported by a high coefficient of determination (R-squared) of 83.9%. This study concludes that strengthening the synergy between satisfying service experiences and a robust institutional image is key to expanding customer-based promotional reach within the automotive sector.
Work–Life Balance, Lingkungan Kerja, dan Kesehatan Mental Sebagai Prediktor Kinerja: Peran Mediasi Kepuasan Kerja pada Ruko Araya Tahap 1 Surabaya Nova Alfina; Anita Asnawi; Andry Herawati; Galuh Ajeng Ayuningtyas
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 2 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i2.10446

Abstract

The phenomenon of high work pressure and the instability of the psychological condition of employees in small businesses prompts the need for a comprehensive study of the factors that shape their performance. This study aims to analyze the influence of work-life balance (WLB), work environment (WE), and mental health (MH) on employee performance (WP), with job satisfaction (JS) as a mediating variable in employees working at Ruko Araya Phase 1 Surabaya. The quantitative method was used through the distribution of questionnaires to 109 respondents, which were then analyzed using Structural Equation Modelling (SEM). The results showed that WLB and MH had a significant effect on JS, while WE did not show a significant effect. JS has proven to be instrumental in improving WP and mediating the relationship between WLB and WP. On the other hand, MH affects performance directly or indirectly through JS. These findings confirm that the psychological aspect of employees has a more dominant role than structural conditions in the small business environment. The practical implications of this study emphasize the importance of policies that support work-life balance and mental health to sustainably strengthen employee satisfaction and productivity.
Pengaruh Komunikasi Pemasaran Digital dan Electronic Word Of Mouth (E-Wom) Terhadap Keputusan Berkunjung pada Ekowisata Mangrove Wonorejo Surabaya Andry Herawati; Fandy Syahputra; Damajanti Sri Lestari
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 4 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i4.11562

Abstract

This study investigates how digital marketing communication and electronic word of mouth (e-WOM) shape tourists’ decisions to visit Wonorejo Mangrove Ecotourism in Surabaya. The research was conducted using a quantitative design with a causal–associative framework, involving 96 respondents selected through purposive sampling. Data were gathered using a structured Likert-scale questionnaire and processed using multiple linear regression analysis. The findings demonstrate that digital marketing communication and e-WOM collectively exert a statistically significant and positive influence on tourists’ visiting decisions. In addition, each variable independently contributes a significant positive effect to the decision-making process. The determination coefficient reveals that a substantial portion of variance in visiting decisions is accounted for by the combined role of digital marketing communication and e-WOM. These results underline the critical role of strengthening digital communication strategies and systematically managing online consumer-generated content to improve destination attractiveness and encourage tourist visitation in ecotourism contexts.
Pengaruh Customer Experience dan Brand Image terhadap Word of Mouth Marketing di Ahass Sumber Rejeki Baru Kenjeran Surabaya Herdito Al Ghifari R.M.; Andry Herawati; Anita Asnawi
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 4 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i4.11641

Abstract

The increasing population of motor vehicles in Indonesia compels after-sales service providers to improve marketing tactics based on recommendations to maintain market share. This study aims to analyze and explain the significance of the influence of customer experience and brand image on the effectiveness of Word of Mouth (WOM) marketing among customers of the AHASS Sumber Rejeki Baru Kenjeran workshop in Surabaya. Employing a quantitative approach, data were collected via electronic questionnaires from 160 respondents selected using the Slovin formula. Instrument testing (validity and reliability), multiple linear regression analysis to test hypotheses partially (t-test) and concurrently (F-test), and traditional assumption tests (normality, linearity, heteroscedasticity, and multicollinearity) were among the data analysis techniques used. This study finds the regression equation Y = 0.121 + 0.463X₁ + 0.507X₂ reveal that both customer experience and brand image have a favorable and noteworthy impact on WOM. Empirical findings indicate that brand image is the variable that dominates in triggering customer recommendation behavior, supported by a high coefficient of determination (R-squared) of 83.9%. This study concludes that strengthening the synergy between satisfying service experiences and a robust institutional image is key to expanding customer-based promotional reach within the automotive sector.
Co-Authors Anita Asnawi Damajanti Sri Lestari Fandy Syahputra Galuh Ajeng Ayuningtyas Herdito Al Ghifari R.M. Nova Alfina