Journal of Business and Behavioural Entrepreneurship
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The Influence of Customer Relationship Management and Digital Marketing on Customer Satisfaction in the E-Commerce Industry with Customer Experience as a Moderator
Full text linkThis study aims to prove whether there is an influence of customer relationship management and digital marketing on customer satisfaction in the e-commerce industry with customer experience as a moderator. In the context of e-commerce, customer satisfaction can maintain loyalty and increase sales. This study involved 150 respondents. The analytical method used is Structural Equation Modeling (SEM) with Smart PLS (Partial Least Square) software. The research results show that customer relationship management has a positive and significant effect on customer satisfaction in the e-commerce industry, where a good relationship between the company and customers can improve the shopping experience. Apart from that, digital marketing has also proven to be significant in customer satisfaction by utilizing digital channels to interact. Thus, customer experience as a variable does not strengthen as a moderator in the relationship between customer relationship management and digital marketing on customer satisfaction in the e-commerce industry. This shows that although customer experience is important in building positive interactions with e-commerce platforms, this factor is not strong enough to strengthen the influence of customer relationship management and digital marketing directly on customer satisfaction
The Influence of Customer Relationship Management and Social Media on Customer Loyalty in E-Commerce with Brand Image as a Moderator
Full text linkThis study was conducted to test the effect of customer relationship management and social media on customer loyalty with brand image as a moderator. This study shows that customer loyalty has a strong relationship with customer relationship management, social media, and brand image. This study describes how relationships with customers can be managed well so that customer loyalty is achieved. The sample that has been tested is 155 people who have shopped in e-commerce. This research was carried out by utilizing the structural equation modeling analysis method on Smart PLS (Partial Least Square) software. The results presented that Customer Relationship Management has a positive and significant effect on Customer Loyalty, Socia Media has a positive and significant effect on Customer Loyalty, Brand Image has a positive and significant effect on Customer Loyalty, Brand Image Moderation strengthens the positive and significant effect of Customer Relationship Management on Customer Loyalty, Brand Image Moderation weakens the positive and significant effect of SocialMedia on Customer Loyalty. It is hoped that further research can add new variables to make it better
The Dynamics of Parasocial Relationships in the Age of Social Media: A Systematic Review and Future Research Agenda
Full text linkExamining the evolving dynamics of parasocial relationships (PSRs) in social media, this in-depth systematic literature review utilizes the TCM framework to analyze 40 articles. The goal is to evaluate the influences on the development and persistence of PSRs and the one-sided bonds individuals create with media personalities. The importance of source credibility, attractiveness, and interactivity in promoting PSRs is emphasized in the research findings. These factors can influence consumer behaviors, brand attitudes, and psychological well-being. Quantitative methods were mainly used in the research, and the most studied platform was Instagram, while the most widely used framework was the source credibility theory. The review underscores the need for further research to explore the long-term implications of PSRs, the impact of emerging technologies, and ethical considerations in influencer marketing, advocating for a multi-method approach to understand the complexities of PSRs in the digital age
Analysis of Personal Financial Management, Financial Literacy, and Digital Finance in Generation Z in Supporting Sustainable Consumption
Full text linkThis study examines the influence of personal financial management, financial literacy, and digital finance on sustainable consumption among Generation Z in Indonesia. Using a quantitative approach with purposive and convenience sampling, data were collected from 40 respondents aged 18–23 with a minimum monthly income of IDR 5,000,000. The results, analyzed using SEM-PLS, indicate that all three variables personal financial management, financial literacy, and digital finance significantly impact sustainable consumption. The findings highlight the importance of financial literacy and digital tools in promoting environmentally and socially responsible consumption behaviors. This research contributes to the literature by integrating financial literacy, digital finance, and environmental awareness into a sustainable financial decision-making model for Generation Z, offering practical implications for policymakers and educators aiming to foster sustainable consumption practices
Determinants of Brand Equity at FPT Polytechnic College, Ho Chi Minh City
Full text linkThis research investigates the factors influencing brand equity of FPT Polytechnic College in Ho Chi Minh City, with the objective of enhancing its competitive position and student recruitment. The study aims to elevate the institution's standing among its student body and key stakeholders. The investigation addresses a gap in the current literature by identifying specific factors that influence brand equity in higher education, while proposing strategies to enhance it. It is important to note that the study has limitations, including a constrained survey scope and the absence of comparative analyses with other institutions. The research employed a mixed-methods approach, utilizing both qualitative and quantitative techniques. Data was collected from a sample of 336 valid respondents, comprising current and former students, and subsequently analyzed using various statistical methods. The study identified seven key factors impacting brand equity, with Perceived Quality and Brand Association emerging as the most significant. The research concludes that strong brand equity contributes to institutional credibility, thereby fostering increased trust among parents and prospective students
Factors Influencing Job Satisfaction in Insurance Employees PT. Starinvestama
Full text linkJob satisfaction (JS) is satisfaction with work. It is considered a concept that describes work behavior, especially in the insurance sector which is one of the sectors that provides financial services. The purpose of this study was to determine: The effect of proactive personality (PP) on intrinsic motivation (IM); the effect of PP on JS; IM on JS; and the effect of PP on JS with IM mediation. The method used in this study is quantitative, with a population of employees of PT. Asuransi Jiwa Starinvestama. The sampling technique in this study was saturated sampling, using the SmartPLS analysis tool. The results of the study showed: there was no effect of PP on IM; there was an effect of PP on JS; there was IM on JS; and there was an effect of PP on JS with IM mediation. The study concludes that the ideas conveyed by employees and employee pleasure in doing work are the main keys to job satisfaction. The implication is that organizations need to enhance intrinsic motivation through job autonomy and support, as a proactive personality alone is not enough. Furthermore, intrinsic motivation has been shown to strengthen the influence of a proactive personality in increasing employee job satisfaction
The Mediating Role of Financial Inclusion in the Relationship between Financial Literacy and MSME Performance
Full text linkMSMEs play a strategic role in the Indonesian economy but still face obstacles in the form of low financial literacy and limited access to formal financial services. This study uses a quantitative approach involving 200 MSME actors in Jakarta selected through purposive sampling, where data were collected using questionnaires and analysed using a Partial Least Squares (PLS-SEM) structural equation model. The results show that financial literacy has a positive and significant effect on financial inclusion and SME performance. Financial inclusion also has a positive and significant effect on SME performance and mediates the relationship between financial literacy and SME performance, with a stronger indirect effect than a direct effect. These findings emphasise the importance of improving financial literacy, followed by expanding access to formal financial services so that SMEs can improve their performance and competitiveness
Analyzing The Role of Content in Building Brand Image The Digital Era: a Systematic Literature Review
Full text linkThe digital era has driven a significant transformation in brand marketing strategies, with content marketing emerging as a key approach in building brand image. This study aims to analyze the role of content marketing in shaping brand image in the digital age using the Systematic Literature Review (SLR) method, based on the PRISMA 2020 framework. A total of 31 journal articles published between 2020 and 2025 were thoroughly reviewed. The findings indicate that content marketing not only directly influences brand perception but also strengthens brand image through the mediating roles of brand awareness, electronic word-of-mouth (e-WOM), and user-generated content (UGC). Content strategies that are emotional, informative, and personalized have been shown to enhance consumer engagement and stimulate purchase intention. This study concludes that the success of content marketing lies in its ability to build a strong brand image through relevant, consistent, and long-term value-driven digital communication
SWOT Analysis in The Indonesian Cosmetics Industry: a Systematic Literature Review with a Case Study of PT Paragon Innovation And Technology
Full text linkThe Indonesian cosmetics industry has shown significant growth in recent decades, driven by halal trends, awareness of active ingredients, and the influence of social media. This study aims to compile a Systematic Literature Review (SLR) of studies discussing the application of SWOT analysis (Strengths, Weaknesses, Opportunities, Threats) in the cosmetics industry, with a focus on PT Paragon Innovation and Technology as a case study. By examining 86 articles from various databases, this research identifies key findings related to strengths, weaknesses, opportunities, and threats in the cosmetics industry both globally and nationally. The analysis results show that Paragon possesses strengths in innovation, distribution, and commitment to halal cosmetics, but faces challenges in global competition and limitations in international expansion. This study also reveals research gaps in the aspects of global halal certification, utilization of digital technology, and the sustainability of MSMEs. This research provides theoretical and practical contributions to business strategy in the Indonesian cosmetics industry toward more sustainable competitiveness.
Purpose: To compile a Systematic Literature Review (SLR) of various studies discussing the application of SWOT analysis in the cosmetics industry, with a focus on PT Paragon Innovation and Technology as a case study.
Design/methodology/approach: systematic literature review; identification and synthesis of internal and external factors of the cosmetics industry (strengths, weaknesses, opportunities, threats).
Finding: Paragon possesses strengths in innovation, distribution, and commitment to halal cosmetics, but faces challenges in global competition and limitations in international expansion.
Keywords: Cosmetics industry, SWOT analysis, Paragon
Paper type: A systematic literature revie
The Influence of Macroeconomics as a Determinant of Capital Structure in Information Technology Companies Listed on the Indonesia Stock Exchange
Full text linkThis study aims to analyze the influence of macroeconomic variables as determinants of the capital structure of information technology companies listed on the Indonesia Stock Exchange. The population for this study consists of information technology sector companies listed on the Indonesia Stock Exchange between 2020 and 2023. The research sample was obtained using a purposive sampling method, totaling 22 companies. The capital structure is proxied by the Debt to Equity Ratio (DER). The determinants of the capital structure in this study include inflation, gross domestic product growth, interest rates, and profitability. Based on the results of the fixed effects panel regression analysis, it was found that macroeconomic variables such as GDP, inflation, interest rates, and exchange rates do not have a significant impact on the capital structure of companies in this industry. GDP, inflation, and interest rates do not show a significant influence on the capital structure of information technology companies. This suggests that capital structure decisions in this industry are more influenced by other factors. The information technology industry may be more affected by market dynamics, technological innovation, access to equity funding, and unique management strategies. The negative average profitability indicates that companies in this industry face significant financial challenges, but this does not directly affect their capital structure