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KELOLA: Jurnal Ilmiah Manajemen
Published by Universitas Prof. Dr. Moestopo
ISSN : 20893698     EISSN : 27769941     DOI : -
Core Subject : Economy,
Economics, Econometrics & Finance
KELOLA Journal invites articles in the following scopes but not limited to: Functional areas of management: Finance, Marketing, Operation, and Human Resource Management Entrepreneurship Business ethics Sustainability Knowledge Management and Learning Organization
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 2 Documents
 1 
Search results for , issue "vol 12, no 1 (2026): in press" : 2 Documents clear
The Effects of Customer Experience, Customer Value, and Service Customization on Umrah Pilgrims’ Loyalty Xaviera Amalia Putri; Ali Ali; Anna Widiastuti
KELOLA: Jurnal Ilmiah Manajemen Vol 12, No 1 (2026): In Press
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/kelola.v12i1.7794

Abstract

This study aims to examine the effects of Customer Experience, Customer Value, and Service Customization on Customer Loyalty, with Customer Satisfaction as a mediating variable among Umrah pilgrims. An explanatory quantitative approach was employed using a structured questionnaire. A saturated sampling technique was applied, involving all accessible customers who had completed Umrah services with Impressa Media Wisata during the research period. A total of 594 valid responses were obtained and analyzed using Partial Least Squares Structural Equation Modeling with SmartPLS 4.0. The findings indicate that Customer Experience, Customer Value, and Service Customization positively affect Customer Satisfaction, with Customer Experience and Service Customization showing the strongest effects. Customer Experience, Customer Satisfaction, and Service Customization also positively affect Customer Loyalty, whereas Customer Value has no significant direct effect on Customer Loyalty. Furthermore, Customer Satisfaction mediates the effects of Customer Experience and Service Customization on Customer Loyalty. These findings highlight the importance of delivering positive experiences, personalized services, and high customer satisfaction to strengthen sustainable loyalty among Umrah pilgrims.
Narasi Promosi Perdagangan dan Investasi Indonesia dalam Diplomasi Ekonomi Digital Rahmaini Rahmaini; Nanda Putu Winata; Muhammad Faizal Fazri; Amanda Lestari Putri Lubis; Elis Teti Rusmiati
KELOLA: Jurnal Ilmiah Manajemen Vol 12, No 1 (2026): In Press
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/kelola.v12i1.7973

Abstract

Digital economic diplomacy has become increasingly important because trade and investment promotion no longer takes place only through negotiations or face-to-face forums, but also through narratives disseminated by ministries and diplomatic missions to international audiences. This study analyzes how Indonesia’s trade and investment promotion narratives are constructed in digital economic diplomacy, focusing on economic offerings, intended partners, supporting evidence, and the position of Indonesia represented through official communication. The study employs a qualitative approach and thematic analysis of official publications issued by the Ministry of Foreign Affairs of the Republic of Indonesia and Indonesian diplomatic missions abroad concerning exports, trade, investment, business partnerships, exhibitions, and economic forums. The findings reveal three interconnected narrative patterns: introducing Indonesian products to target markets, offering investment opportunities based on specific sectors and locations, and connecting business actors through business forums and business matching. These patterns position Indonesia as a product supplier, an investment destination, and an economic cooperation partner. However, digital narratives require stronger value propositions, clearer differentiation, measurable evidence of benefits, and more operational follow-up mechanisms. The study confirms that digital diplomatic communication functions both as an instrument of economic diplomacy and as a promotional management practice in international business relations.

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