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International Journal of Accounting, Management, and Economics Research : Ijamer
Published by Universitas Dian Nuswantoro
ISSN : 29886392     EISSN : 29886406     DOI : 10.56696/
Core Subject : Economy, Education, Social,
Economics, Econometrics & Finance Social Sciences Other
International Journal Of Accounting, Management, And Economics Research (IJAMER) ; an electronic international journal, provides a forum for publishing the original research articles, review articles from contributors, and the novel technology news related to management, accounting and economic. This journal is published 2 (two) a year, namely the Juny, and December editions.
Arjuna Subject : Ilmu Ekonomi, Ekonometrika dan Keuangan (semua kategori) - Ilmu Ekonomi, Ekonometrika dan Keuangan (Lain-Lain)
Articles 42 Documents
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Service Quality and Emotional Experience as Key Drivers of E-Wom in the Hospitality Sector Muhammad Zain Maajid; Mahmud Mahmud; Tubagus Achmad Darodjat
Jurnal Telekomunikasi dan Informatika Lbh. 3 Àir. 1 (2025): International Journal Of Accounting, Management, And Economics Research (IJAME
Publisher : Fakultas Ekonomi dan Bisnis Universitas Dian Nuswantoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56696/ijamer.v3i1.163

Abstract

This study aims to examine the effect of service quality and positive emotional experience on customer satisfaction and positive eWOM at Patra Semarang Hotel & Convention. Service quality and positive emotional experience are considered important factors that can increase customer satisfaction and influence the behavior of sharing positive experiences through digital platforms. The research method used is a quantitative approach using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). Data were collected through an online questionnaire distributed to 181 respondents who had stayed at the hotel. The results showed that service quality has a significant positive effect on customer satisfaction and positive eWOM. Positive emotional experience also has a significant effect on customer satisfaction, but does not have a direct effect on positive eWOM. In addition, customer satisfaction is proven to function as a mediator connecting service quality and positive eWOM. These findings underline the importance of improving service quality and attention to customer emotional experiences to encourage them to share positive experiences online. The implications of this study suggest that hotel managers need to prioritize service quality and create pleasant emotional experiences to increase customer satisfaction and utilize positive eWOM as an effective promotional tool. This research contributes to theory development in hospitality, by providing a deeper understanding of the role of service quality and emotional experiences in creating customer satisfaction and positive experience sharing behavior.
Modeling the Drivers of Online Purchase Decisions: An Empirical Study of Shopee Users in Indonesia Hikmah, Ananda Mutiara; Mahmud, Mahmud; Darodjat, Tubagus Achmad
Jurnal Telekomunikasi dan Informatika Lbh. 3 Àir. 1 (2025): International Journal Of Accounting, Management, And Economics Research (IJAME
Publisher : Fakultas Ekonomi dan Bisnis Universitas Dian Nuswantoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56696/ijamer.v3i1.164

Abstract

This study aims to analyze the factors influencing consumer purchasing decisions on the Shopee marketplace. Shopee was chosen as the research object because it is one of the largest e-commerce platforms in Indonesia, rapidly growing through digital marketing strategies, free shipping promotions, and interactivefeatures such as customer reviews and live chat. Given its extensive user base, particularly among university students, it is essential to examine the role of online reviews, trust, ease of use, and service quality in shaping purchasing decisions on Shopee.The research employed a quantitative approach using a Likert -scale questionnaire as the main instrument. Data were collected from 150 student respondents in Semarang who had purchased products from Shopee more than twice, with an age range of 20–23 years. Purposive sampling was applied, and the data were analyzed usingSPSS through validity and reliability tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing (t-test and F-test) to assess the relationships among variables.The findings reveal that all four independent variables—online reviews, trust, ease of use, and service quality—have a positive and significant effect on consumer purchasing decisions on Shopee. Collectively, these variables explained 88.7% of the variance in purchasing decisions, with trust and service quality emerging as the most influential factors. These results emphasize that strengthening consumer trust, ensuring credible online reviews, and enhancing service quality are crucial strategies for Shopee to maintain customer loyalty and improve competitiveness in the e-commerce industry.

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