http://localhost:8080/xmlui/handle/123456789/12438 Sat, 18 Apr 2026 19:37:36 GMT 2026-04-18T19:37:36Z http://localhost:8080/xmlui/handle/123456789/12617 Title: PURCHASING DECISION BEHAVIOURS OF HEALTH INSURANCE PRODUCTS AND THE DETERMINANTS OF COMPETITIVE ADVANTAGE Authors: Sudirjo, Frans; Sulistiyani, Sulistiyani Abstract: Abstract: As a company that provides services in managing risks, coverage for the uncertainties faced by potential customers in the future makes the insurance business utilize several marketing models, such as personal selling combined with competitive premium prices and service quality. This study aimed to analyze the effect of competitive price strategies, service quality, and personal selling on purchasing decisions for health insurance products in Indonesia by implementing the role of mediating competitive advantage. This research was conducted using a random sampling technique using a sample of 220 respondents from customers of health insurance products in Greater Semarang, Central Java, Indonesia. Data was collected by distributing questionnaires, which were processed and analyzed using PLS (Partial Least Square) with SEM Structural Equation Modeling (SEM) with WarpPLS software. The results of the study show that personal selling, competitive price strategies and service quality positively affect competitive advantage and purchasing decisions. The findings also confirm the mediating role of competitive advantage in bridging the relationship between independent variables and purchasing decisions. Practically, these findings underscore the importance of health insurance uniqueness as an important part of the formation of purchasing decisions by custumers. Keywords: personal selling, competitive price, service quality, competitive advantage, purchasing decision Sun, 01 Jan 2023 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12617 2023-01-01T00:00:00Z http://localhost:8080/xmlui/handle/123456789/12616 Title: EXPLORING THE IMPACT OF PERCEIVED GREENWASHING ON REPURCHASE INTENTION OF GREEN PERSONAL BODY CARE PRODUCTS Authors: Raihana, Jasmine; Sufiati Purwanegara, Mustika Abstract: Abstract: Nowadays, brands from various industrial sectors have started to release new product line or branding strategy that focuses on preserving nature, one of the examples being green personal body care. The vague and excessive claims made by the brands evoked negative sentiment called perceived greenwashing as the consumers have a negative perception that the brand was deceiving them. This phenomenon is called greenwashing. The research aimed to understand the relationship between perceived greenwashing among Indonesian consumers with its consequences, such as word of mouth, green personal body care, attitude, and repurchase intention. A survey was conducted among Indonesian green personal body care consumers, receiving 108 valid responses in total. The data was later analyzed using descriptive analysis and PLS-SEM. The findings suggested a negative relationship between perceived greenwashing with word of mouth and green brand image. The two constructs were also the predictor of attitude toward green personal body care products. Attitude is the predictor of repurchase intention. The green brand image was also found to mediate the relationship between perceived greenwashing and attitude, also perceived greenwashing and repurchase intention. Keywords: green personal body care, perceived greenwashing, word of mouth, green brand image, repurchase intention Sun, 01 Jan 2023 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12616 2023-01-01T00:00:00Z http://localhost:8080/xmlui/handle/123456789/12615 Title: ERIGO CUSTOMER LOYALTY AT SHOPEE E-COMMERCE Authors: Risnaldi, Prido; Hartoyo, Hartoyo; Prasetya, Prita Abstract: Abstract: Digital marketing is using digital technology to develop channels to reach consumers more effectively. The millennial era is concerned with the consumer experience when buying, but the problems and opportunities they face are building a good consumer experience in a digital context. The aims of this study were (1) to analyze the effect of experience on Erigo's customer satisfaction, (2) to analyze the effect of satisfaction, trust and commitment on Erigo's customer loyalty, and (3) to formulate managerial implications that can increase satisfaction, trust, commitment and Erigo consumer loyalty. The participants in this study were Erigo's customers who met certain criteria using a purposive sampling technique. Five to ten samples are required for each variable parameter estimation. This study used a total sample of 347 people using SEMPLS. Based on the research results, (1) the consumer experience variables that influence customer satisfaction are competence, helpfulness, personalization, value for time. Meanwhile, the variables of consumer experience that have little effect on customer satisfaction are accessibility, customer recognition, problem solving, and promise fulfillment, (2) Trust and commitment have an effect on consumer loyalty, but consumer satisfaction has less effect on consumer loyalty, (3) The results of the study show that the level of customer satisfaction, trust, commitment and loyalty has not been achieved optimally with the customer experience approach. Managerial implications of using the STP technique (Segmentation, Targeting, Positioning) are useful for increasing Erigo consumer satisfaction, trust, commitment and loyalty to Shopee e-commerce. Keywords: digital marketing, consumer experience, consumer satisfaction, consumer loyalty, SEM-PLS Sun, 01 Jan 2023 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12615 2023-01-01T00:00:00Z http://localhost:8080/xmlui/handle/123456789/12614 Title: THE EFFECT OF CUSTOMER LOYALTY IN DIGITAL BANKING SERVICES: ROLE SATISFACTION FACTOR, CUSTOMER EXPERIENCE AND EWOM Authors: Pritjahjono, Pritjahjono; Jahroh, Siti; Teguh Saptono, Imam Abstract: Abstract: In the midst of changes in digital technology, customer behavior and the development of he business environment, BCA responds by taking strategic steps and policies in maintaining the excellence of digital banking services based on meeting customer needs through the provision of innovations in digital-based products and services. Attention to customer experience, increasing customer satisfaction and electronic word of mouth (EWOM) creates customer loyalty. This study aims to analyze whether 1) the influence of customer experience, efficiency, trust and ease on customer satisfaction. 2) the influence of customer satisfaction on EWOM. 3) the influence of customer experience, customer loyalty and EWOM towards customer loyal. The sampling technique uses a nonprobability sampling technique with a judgement sampling method. A total of 250 BCA customers and millennials were selected as respondents where the questionnaire survey was conducted from December 2021 to May 2022. Data analysis was performed using the SEM-LISREL analysis tool. The results of this study showed that first, customer experience and ease affected customer satisfaction, meanwhile efficiency and trust did not affect customer satisfaction. Second, customer satisfaction affected EWOM. Lastly, Customer experience and EWOM affected customer loyalty, meanwhile customer satisfaction did not affect customer loyalty. Keywords: digital technology, ease, efficiency, SEM, trust Sun, 01 Jan 2023 00:00:00 GMT http://localhost:8080/xmlui/handle/123456789/12614 2023-01-01T00:00:00Z