http://localhost:8080/xmlui/handle/123456789/12434 Sat, 18 Apr 2026 18:13:29 GMT 2026-04-18T18:13:29Z http://localhost:8080/xmlui/handle/123456789/12909 Title: THE PATH TO LOYALTY: EXAMINING SHOPEE’S SERVICE ATTRIBUTES AND CUSTOMER SATISFACTION of CUSTOMERS IN JAKARTA Authors: Setiawan Ruslim, Tommy; Aurellia, Audrey Abstract: Abstract Background: The post-pandemic period has presented challenges for e-commerce platforms, including Shopee, as they face declining customer loyalty, which affects user experience. Customer loyalty is a critical factor in sustaining business competitiveness, making it essential to understand the role of service attributes. Purpose: This study examines the impact of information quality, privacy, security, and delivery on customer loyalty among Shopee users in Jakarta. Furthermore, it investigates the role of customer satisfaction in mediating the relationship between service attributes and customer loyalty. Design/methodology/approach: The study employed a quantitative approach using the Partial Least Squares Structural Equation Modeling (PLS-SEM) version 4.1.0.8 for data analysis. A total of 241 Shopee users in Jakarta were surveyed through a purposive sampling method. Data was collected using Google Forms distributed through various social media platforms, ensuring responses from active Shopee users familiar with the platform's service attributes. Finding/result: Information quality, security, and delivery positively and significantly impact customer loyalty. Information quality, privacy, security, and delivery positively and significantly influence customer satisfaction. Customer satisfaction mediates the effects of information quality, security, and delivery on customer loyalty. Conclusion: Service attributes, namely information quality, security, and delivery, are essential in influencing customer loyalty through customer satisfaction among online shopping platform users. Originality/value (State of the art): This is the first study of how service attributes influence customer loyalty among Shopee users in Jakarta through the mediating role of customer satisfaction. This study contributes to the existing literature by addressing an empirical gap and examining the influence of information quality on customer loyalty and privacy on customer satisfaction. While previous studies have explored these relationships, inconsistencies in findings highlight the need for further empirical validation. By reassessing these variables within the context of Shopee users in Jakarta, this research provides deeper insights into their roles in shaping customer satisfaction and loyalty. Keywords: Service Attributes, customer satisfaction, customer loyalty, Shopee, e-commerce Thu, 01 May 2025 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12909 2025-05-01T00:00:00Z http://localhost:8080/xmlui/handle/123456789/12908 Title: THE ROLE OF BRAND AUTHENTICITY, BRAND IMAGE, AND BRAND LOVE IN DRIVING REPURCHASES AND ADVOCACY OF INDONESIAN FASHION BRANDS Authors: Nurfairuz Kalyana, Azarine Abstract: Abstract Background: In this era of globalization, as brand competition intensifies in Indonesia, companies must explore strategies to become consumers' top choice. Strengthening branding efforts is one of the options for local fashion brands to enhance their competitive advantage. By concentrating on effective branding strategies, local brands can distinguish themselves and excel in a saturated market. Purpose: This study aims to investigate the influence of multidimensional brand authenticity constructs (quality commitment, heritage, and sincerity), multidimensional brand image constructs (mystery, sensuality, and intimacy), brand love, and consumer behavior related to continuous purchase intention and positive word-of-mouth (WOM) in Indonesia. Design/Methodology/Approach: This research is quantitative-based, with data collection conducted through an online survey of 265 respondents who purchased products from Indonesian local fashion brands from October 2023 until April 2024. Data analysis was conducted using the Structural Equation Modeling (SEM) method through the SmartPLS application. Findings/Result: The study's findings indicate that intimacy, an emotionally driven dimension of brand image, significantly predicts brand love, continuous purchase intentions, and positive WOM. Furthermore, the study confirms that brand love itself predicts continuous purchase intentions and positive WOM. Conclusion: To achieve loyalty in the form of repeated purchases and positive WOM, Millennials and Generation Z consumers in Indonesia need to experience the stage of affection towards a certain Indonesian local fashion brand, rather than the cognitive or sensory aspects. Originality/Value: This study intends to give a better understanding of several brandingrelated constructs in the Indonesian local fashion brand setting that can be utilized by marketers to develop consumer-brand relationships with a younger customer base (Millennials and Generation Z), which leads to continuous consumption and spreading positive news. Keywords: brand love, brand authenticity, brand image, repurchase intention, positive wordof-mouth Thu, 01 May 2025 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12908 2025-05-01T00:00:00Z http://localhost:8080/xmlui/handle/123456789/12907 Title: FINANCIAL LITERACY, USAGE OF PAY-LATER SERVICES, AND IMPULSE BUYING: THE MEDIATING ROLE OF SHOPPING HABITS Authors: Widiastuti, C. Tri; Sumastuti, Efriyani Abstract: Abstract: Background: SPayLater, a Shopee digital payment feature, enables users to buy now and pay later, shaping Generation Z’s shopping habits and contributing to impulsive buying tendencies. Financial literacy plays a crucial role in managing personal finances and avoiding unplanned purchases. Purpose: This study examines the effect of financial literacy and SPayLater usage on impulse buying, with shopping habits serving as a mediating variable among Generation Z consumers in Semarang. Design/methodology/approach: The current study used a quantitative approach, with 100 respondents from Generation Z in Semarang. The survey was conducted using probability sampling with the purposive sampling technique, and the number of respondents was determined using the Cochran formula. Data was collected and analyzed using Smart PLS 3.0. Findings/Results: The results show that financial literacy, SPayLater usage, and shopping habits significantly influence impulse buying. Furthermore, shopping habits mediate the relationships between both financial literacy and SPayLater usage with impulsive buying behavior. Conclusion: Improving financial literacy among Generation Z in Semarang is essential to better regulate shopping habits and reduce impulse buying. Awareness of the risks associated with digital payment tools supports wiser financial decisions. Originality/value: This research emphasizes the mediating role of shopping habits in the relationship between financial literacy and impulse buying, offering new insights into consumer behavior in the context of digital credit services. Keywords: financial literacy, Generation Z, impulse buying, shopping habits, usage of paylater services Thu, 01 May 2025 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12907 2025-05-01T00:00:00Z http://localhost:8080/xmlui/handle/123456789/12906 Title: Sensory-Driven Consumer Satisfaction in China’s Cigarette Market: A Structural Equation Model of Packaging, Taste, and Experience Authors: Yang, Lei; Tao Feng, Hong; Ruo Hu, Hao; Li, Chao; Fei Jiang, Meng Abstract: Abstract: Background: In recent years, the Chinese cigarette market has undergone significant changes, with tobacco companies emphasizing consumer research in their product development and marketing strategies. A noticeable shift toward analyzing and optimizing the entire consumer experience makes a consumer-centric perspective the top priority in product development. Purpose: The study aims to create a consumer-centered evaluation system focusing on sensory and emotional aspects. Exploring the connections between packaging design, the smoking experience, quality perception, internal taste, innovative design, and product naming offers insights into leveraging these elements to differentiate products and improve brand competitiveness in a declining market. Design/methodology/approach: The study was conducted in 12 cities and involved quantitative research with a sample size of 2,521 participants. Participants were selected using stratified sampling to ensure representation from China's different geographical and economic regions. The analysis included the development of a structural equation model based on the relationships among seven latent variables and 62 observed variables. Findings/Result: This study shows that the smoking experience is the most critical factor in determining satisfaction, with internal taste playing a key role. Another result is that the packaging's tactile and auditory features, such as the smoothness of the box and the sound of tearing, significantly enhance the consumer experience. Sensory attributes, including aroma and visual appeal, greatly influence quality perception and overall satisfaction Conclusion: This study provides new insights and empirical evidence for cigarette companies to better serve consumers, highlighting the role of sensory and emotional factors in product development and innovation. Originality/value (State of the art): By improving these influential indicators, cigarette products can effectively enhance their performance in the consumer journey experience. This paper provides a new perspective and empirical reference for cigarette enterprises to serve consumers better. Keywords: cigarette consumption experience, consumer satisfaction, sensory elements, influencing factors, structural equation model Thu, 01 May 2025 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12906 2025-05-01T00:00:00Z