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Analisis Pengaruh Penanganan Keluhan dan Kepuasan Konsumen terhadap Loyalitas Konsumen Sim Card Telkomsel pada Masyarakat Kota Surakarta
Muhammad Agung Adi Nugroho
; Ihwan Susila
GEMILANG: Jurnal Manajemen dan Akuntansi
Vol 6
, No 1
(2025)
The purpose of this research is to analyze and test the mediating role of customer satisfaction on Telkomsel sim card consumer loyalty. This research uses a survey method by distributing questionnaires to 145 Telkomsel sim card users in the Surakarta area and analyzing the data using respondent filter analysis, descriptive statistical analysis, and Structural Equation Modeling (SEM) analysis. The findings in this research show that complaint handling has an influence on consumer loyalty, while c...
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The Effect of Online Promotion on the Decision to Purchase Airline Tickets with the Digital Era as a Mediating Variable in E-Ticketing Applications
Silvia Choirun Nissa
; Ihwan Susila
International Journal of Economics, Commerce, and Management
Vol 2
, No 4
(2025)
This study explores in greater depth the effect of online promotions on airline ticket purchasing decisions through e-ticketing applications, emphasizing the mediating role of the digital era. Adopting a quantitative research design, data were collected from 491 respondents who had experience purchasing airline tickets via leading digital platforms such as Traveloka, Tiket.com, Agoda, and Booking.com. Five core online promotional strategies were investigated—discounts and vouchers, email marketi...
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