Electronic word of mouth, purchase intention, and loyalty in West Java broadband with happiness as a moderator

https://doi.org/10.35912/ahrmr.v5i2.3407
Published: Sep 29, 2025

Abstract:

Purpose: This study aims to examine how electronic word of mouth (eWOM) specifically information quality, quantity, and credibility influences purchase intention and customer loyalty among IndiHome subscribers in West Java. Additionally, it tests whether happiness moderates the relationship between purchase intention and loyalty.

Methodology: The research employed a quantitative, cross-sectional design using stratified random sampling of 257 IndiHome subscribers across multiple municipalities in West Java. Data were collected through structured questionnaires and analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate measurement validity, reliability, mediation, and moderation effects.

Results/findings: Findings show that information quality and quantity significantly increase purchase intention, while credibility has no direct effect. Purchase intention strongly predicts loyalty. Quantity and credibility indirectly affect loyalty through intention, whereas quality does not. Happiness moderates intention–loyalty, strengthening the conversion of intention into sustained customer loyalty.

Conclusion: The study concludes that clear and abundant eWOM cues are effective in shaping purchase intention, which serves as a key determinant of loyalty. Positive affect in the form of happiness amplifies this relationship, highlighting the importance of both cognitive and emotional drivers in loyalty formation.

Limitations: The cross-sectional design limits causal inference, and reliance on self-reported measures may introduce bias. The provincial focus on West Java may also restrict generalizability.

Contribution: This research extends eWOM theory by integrating informational attributes with affective moderation, offering both theoretical insights and managerial implications. Broadband providers are advised to improve information clarity, posting frequency, and service experiences that enhance customer happiness to foster sustainable loyalty.

Keywords:
1. Customer Loyalty
2. Electronic Word of Mouth
3. Purchase Interest
Authors:
1 . Asep Muhamad Ramdan
Universitas Muhammadiyah Sukabumi, Jawa Barat, Indonesia
2 . Resa Nurmala
Universitas Muhammadiyah Sukabumi, Jawa Barat, Indonesia
3 . Kokom Komariah
Universitas Muhammadiyah Sukabumi, Jawa Barat, Indonesia
4 . Dicky Jhoansyah
Universitas Muhammadiyah Sukabumi, Jawa Barat, Indonesia
View PDF
How to Cite
Ramdan, A. M., Nurmala, R., Komariah, K., & Jhoansyah, D. (2025). Electronic word of mouth, purchase intention, and loyalty in West Java broadband with happiness as a moderator. Annals of Human Resource Management Research, 5(2), 523–539. https://doi.org/10.35912/ahrmr.v5i2.3407
Download Citation
  1. Endnote/Zotero/Mendeley (RIS)
  2. BibTeX

Downloads

Download data is not yet available.
Issue & Section
Vol. 5 No. 2 (2025): June
Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

References

    Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The Role Of Emotions In Marketing. Journal of the Academy of Marketing Science, 27(2), 184-206. doi:https://doi.org/10.1177/0092070399272005

    Barua, Z., Barua, S., Aktar, S., Kabir, N., & Li, M. (2020). Effects of Misinformation on COVID-19 Individual Responses and Recommendations for Resilience of Disastrous Consequences of Misinformation. Progress in Disaster Science, 8, 1-9. doi:https://doi.org/10.1016/j.pdisas.2020.100119

    Brandtzaeg, P. B., & Følstad, A. (2017). Why people use chatbots. International conference on internet science, 377-392. doi:https://doi.org/10.1007/978-3-319-70284-1_30

    Chong, A. Y. L., Khong, K. W., Ma, T., McCabe, S., & Wang, Y. (2018). Analyzing Key Influences Of Tourists’ Acceptance Of Online Reviews In Travel Decisions. Internet Research, 28(3), 564-586. doi:https://doi.org/10.1108/intr-05-2017-0212

    Diener, E., Lucas, R. E., & Oishi, S. (2018). Advances And Open Questions In The Science Of Subjective Well-Being. Collabra: Psychology, 4(1), 1-49. doi:https://doi.org/10.1525/collabra.115

    Dilla, S. F., & Ngatno. (2020). Pengaruh Harga dan Experiential Marketing Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening pada Konsumen General Repair PT Nasmoco Pemuda Semarang. Jurnal Ilmu Administrasi Bisnis, 9(4), 599-608. doi:https://doi.org/10.14710/jiab.2020.28922

    Dutt, B. (2023). Social Media Wellbeing: Perceived Wellbeing Amidst Social Media Use in Norway. Social Sciences & Humanities Open, 7(1), 1-8. doi:https://doi.org/10.1016/j.ssaho.2023.100436

    Elseidi, R. I., & El-Baz, D. (2016). Electronic Word of Mouth Effects on Consumers' Brand Attitudes, Brand Image and Purchase Intention: An Empirical Study in Egypt. The Business & Management Review, 7(5), 268-276.

    Erkan, I., & Evans, C. (2018). Social Media Or Shopping Websites? The Influence Of eWOM On Consumers’ Online Purchase Intentions. Journal of Marketing Communications, 24(6), 617-632. doi:https://doi.org/10.1080/13527266.2016.1184706

    Fadhlurrahman, M. R., & Sunaryo, S. (2022). Pengaruh Electronic Word Of Mouth Terhadap Loyalitas Konsumen Yang Dimediasi Oleh Brand Image Dan Trust. Jurnal Manajemen Pemasaran dan Perilaku Konsumen, 1(1), 122-131. doi:https://doi.org/10.21776/jmppk.2022.1.1.5

    Filieri, R. (2015). What Makes Online Reviews Helpful? A Diagnosticity-Adoption Framework To Explain Informational And Normative Influences In E-WOM. Journal of Business Research, 68(6), 1261-1270. doi:https://doi.org/10.1016/j.jbusres.2014.11.006

    Forgas, J. P. (1995). Mood and Judgment: The Affect Infusion Model (AIM). Psychological bulletin, 117(1), 39-66. doi:https://psycnet.apa.org/doi/10.1037/0033-2909.117.1.39

    Fredrickson, B. L. (2001). The Role of Positive Emotions in Positive Psychology: The Broaden-and-Build Theory of Positive Emotions. American psychologist, 56(3), 218-226. doi:https://psycnet.apa.org/doi/10.1037/0003-066X.56.3.218

    Grover, P., Kar, A. K., & Janssen, M. (2019). Diffusion Of Blockchain Technology: Insights From Academic Literature And Social Media Analytics. Journal of Enterprise Information Management, 32(5), 735-757. doi:https://doi.org/10.1108/jeim-06-2018-0132

    Haenlein, M., & Libai, B. (2017). Seeding, Referral, And Recommendation: Creating Profitable Word-Of-Mouth Programs. California Management Review, 59(2), 68-91. doi:https://doi.org/10.1177/0008125617697943

    Hair Jr., J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: Springer Nature.

    Ho, C.-I., Liu, Y., & Chen, M.-C. (2022). Antecedents And Consequences Of Consumers’ Attitudes Toward Live Streaming Shopping: An Application Of The Stimulus–Organism–Response Paradigm. Cogent Business & Management, 9(1), 2145673. doi:https://doi.org/10.1080/23311975.2022.2145673

    Ho, V. T., Phan, N. T., & Le-Hoang, P. V. (2021). Impact Of Electronic Word Of Mouth To The Purchase Intention-The Case Of Instagram. Independent Journal of Management & Production, 12(4), 1019-1033. doi:https://doi.org/10.14807/ijmp.v12i4.1336

    Hong, H., & Kim, H.-S. (2016). Impact Of Review Characteristics On Female Consumer Perceptions Of Review Usefulness And Patronage Intent Of Online Stores Hosting The Reviews. Journal of the Korean Society of Clothing and Textiles, 40(6), 994-1009. doi:https://doi.org/10.5850/jksct.2016.40.6.994

    Hussain, S., Ahmed, W., Jafar, R. M. S., Rabnawaz, A., & Jianzhou, Y. (2017). eWOM Source Credibility, Perceived Risk And Food Product Customer's Information Adoption. Computers in Human Behavior, 66, 96-102. doi:https://doi.org/10.1016/j.chb.2016.09.034

    Hutabarat, W. M. S., & Prabawani, B. (2020). Pengaruh Experiential Marketing Dan Sales Promotion Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pelanggan Go-Ride Semarang. Jurnal Ilmu Administrasi Bisnis, 9(2), 12-22. doi:10.14710/pilars.%v.%i.%Y.%p

    Karuniatama, I. H., Barata, D. D., & Suyoto, Y. T. (2020). Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Ritel Di Indonesia. Widyakala Journal: Journal of Pembangunan Jaya University, 7(1), 28-36. doi:https://doi.org/10.36262/widyakala.v7i1.277

    Khan, S. K., Ahmed, S., & Rashid, A. (2021). Influence Of Social Media On Purchase Intention And Customer Loyalty Of Generation Y With The Mediating Effect Of Conviction: A Case Of Pakistan. Pakistan Journal of International Affairs, 4(2), 526-548. doi:http://dx.doi.org/10.5267/j.ijdns.2023.3.012

    Matute, J., Polo-Redondo, Y., & Utrillas, A. (2016). The Influence Of EWOM Characteristics On Online Repurchase Intention: Mediating Roles Of Trust And Perceived Usefulness. Online Information Review, 40(7), 1090-1110. doi:https://doi.org/10.1108/oir-11-2015-0373

    Maulyan, F. F., Drajat, D. Y., Angliawati, R. Y., & Sandini, D. (2022). Pengaruh Service Excellent Terhadap Citra Perusahaan Dan Loyalitas Pelanggan: Theoretical Review. Jurnal Sains Manajemen, 4(1), 8-17. doi:http://dx.doi.org/10.51977/jsm.v4i1.660

    McClure, C., & Seock, Y.-K. (2020). The Role Of Involvement: Investigating The Effect Of Brand's Social Media Pages On Consumer Purchase Intention. Journal of Retailing and Consumer Services, 53, 101975. doi:https://doi.org/10.1016/j.jretconser.2019.101975

    Miremadi, A., & Haghayegh, M. (2022). The Competitive Advantage Of EWOM In Digital Marketing. European Journal of Business and Management Research, 7(2), 258-269. doi:https://doi.org/10.24018/ejbmr.2022.7.2.866

    Muljani, N. (2021). Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Dimediasi Oleh Kepuasan Pelanggan (Studi Pada Restoran Boncafe Di Surabaya). Procuratio: Jurnal Ilmiah Manajemen, 9(2), 210-221.

    Naufal, A., & Sari, D. (2017). Pengaruh Electronic Word Of Mouth (e-WOM) Terhadap Minat Beli Buldalk Bokkeummyeon (samyang) Pada Masyarakat Di Kota Bandung. eProceedings of Management, 4(3), 2866-2871.

    Ngarmwongnoi, C., Oliveira, J. S., AbedRabbo, M., & Mousavi, S. (2020). The Implications Of eWOM Adoption On The Customer Journey. Journal of Consumer Marketing, 37(7), 749-759. doi:https://doi.org/10.1108/jcm-10-2019-3450

    Paludi, S. (2016). Analisis Pengaruh Electronic Word Of Mouth (E-WOM) Terhadap Citra Destinasi, Kepuasan Wisatawan, Dan Loyalitas Destinasi Perkampungan Budaya Betawi (PBB) Setu Babakan Jakarta Selatan. Panorama Nusantara, 11(1).

    Pandey, A., Sahu, R., & Dash, M. K. (2018). Social Media Marketing Impact On The Purchase Intention Of Millennials. International Journal of Business Information Systems, 28(2), 147-162. doi:https://doi.org/10.1504/ijbis.2018.091861

    Reveilhac, M., & Blanchard, A. (2022). The Framing Of Health Technologies On Social Media By Major Actors: Prominent Health Issues And Covid-Related Public Concerns. International Journal of Information Management Data Insights, 2(1), 100068. doi:https://doi.org/10.1016/j.jjimei.2022.100068

    Saheb, T., Amini, B., & Alamdari, F. K. (2021). Quantitative Analysis Of The Development Of Digital Marketing Field: Bibliometric Analysis And Network Mapping. International Journal of Information Management Data Insights, 1(2), 100018. doi:https://doi.org/10.1016/j.jjimei.2021.100018

    Sari, S. P. (2020). Hubungan Minat Beli Dengan Keputusan Pembelian Pada Konsumen. Psikoborneo: Jurnal Ilmiah Psikologi, 8(1), 147. doi:https://doi.org/10.30872/psikoborneo.v8i1.4870

    Siregar, L. A. N. (2019). Pengaruh Bauran Pemasaran Terhadap Loyalitas Pelanggan Zoya Cabang Medan Dengan Brand Image Sebagai Variabel Moderating. Jurnal At-Tawassuth, 4(1), 89-113. doi:http://dx.doi.org/10.30829/ajei.v4i1.4088

    Sulthana, A. N., & Vasantha, S. (2019). Influence of electronic word of mouth eWOM on purchase intention. International Journal of Scientific and Technology Research, 8(10), 1-5.

    Taylor, C. R. (2018). The New Era Of Electronic Word Of Mouth (eWOM):‘Be More Chill’overrules The Critics. International Journal of Advertising, 37(6), 849-851. doi:https://doi.org/10.1080/02650487.2018.1521899

    Trivedi, J. (2019). Examining The Customer Experience Of Using Banking Chatbots And Its Impact On Brand Love: The Moderating Role Of Perceived Risk. Journal of internet Commerce, 18(1), 91-111. doi:https://doi.org/10.1080/15332861.2019.1567188

    UNCTAD. (2023). Trade and Entrepreneurship in Indonesia from a Gender and Development Perspective. Retrieved from Switzerland: https://unctad.org/publication/trade-and-entrepreneurship-indonesia-gender-and-development-perspective

    Utami, A. A., & Gunadi, W. (2022). Pengaruh Citra Merek Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Menggunakan Indihome Fiber Di Daerah Lubang Buaya Jakarta Timur. JURNAL ILMIAH M-PROGRESS, 12(1), 1-12. doi:https://doi.org/10.35968/m-pu.v12i1.861

    Virawati, E., & Samsuri, A. (2020). Pengaruh Store Image, Online Customer Review Dan Promosi Terhadap Keputusan Pembelian Pada Marketplace Shopee Dengan Minat Beli Sebagai Variabel Intervening (Studi Pada Mahasiswa UIN Sunan Ampel Surabaya). BBM (Buletin Bisnis & Manajemen), 6(2), 100-107. doi:https://doi.org/10.47686/bbm.v6i2.302

    Vizano, N. A., Khamaludin, K., & Fahlevi, M. (2021). The Effect Of Halal Awareness On Purchase Intention Of Halal Food: A Case Study In Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 441-453. doi:http://dx.doi.org/10.13106/jafeb.2021.vol8.no4.0441

    Wang, J.-J., Wang, L.-Y., & Wang, M.-M. (2018). Understanding The Effects Of eWOM Social Ties On Purchase Intentions: A Moderated Mediation Investigation. Electronic Commerce Research and Applications, 28, 54-62. doi:https://doi.org/10.1016/j.elerap.2018.01.011

    Widdicks, K. (2020). When The Good Turns Ugly: Speculating Next Steps For Digital Wellbeing Tools. Proceedings Of The 11th Nordic Conference On Human-Computer Interaction: Shaping Experiences, Shaping Society(89), 1-6. doi:https://doi.org/10.1145/3419249.3420117

    Womack, J. P., Jones, D. T., & Roos, D. (2007). The Machine That Changed the World: The Story of Lean Production, Toyota’s Secret Weapon in the Global Car Wars That Is Now Revolutionizing World Industry. New York: Free Press.

    Yan, Q., Wu, S., Wang, L., Wu, P., Chen, H., & Wei, G. (2016). E-WOM From E-Commerce Websites And Social Media: Which Will Consumers Adopt? Electronic Commerce Research and Applications, 17, 62-73. doi:https://doi.org/10.1016/j.elerap.2016.03.004

    Yones, P. C. P., & Muthaiyah, S. (2023). eWOM Via The Tiktok Application And Its Influence On The Purchase Intention Of Somethinc Products. Asia Pacific Management Review, 28(2), 174-184. doi:https://doi.org/10.1016/j.apmrv.2022.07.007

    Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences Of Service Quality. Journal of marketing, 60(2), 31-46. doi:https://doi.org/10.1177/002224299606000203

    Zhao, Y., Wang, L., Tang, H., & Zhang, Y. (2020). Electronic Word-Of-Mouth And Consumer Purchase Intentions In Social E-Commerce. Electronic Commerce Research and Applications, 41, 100980. doi:https://doi.org/10.1016/j.elerap.2020.100980

    Zhu, F., & Zhang, X. (2010). Impact Of Online Consumer Reviews On Sales: The Moderating Role Of Product And Consumer Characteristics. Journal of marketing, 74(2), 133-148. doi:https://doi.org/10.1509/jm.74.2.133

  1. Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The Role Of Emotions In Marketing. Journal of the Academy of Marketing Science, 27(2), 184-206. doi:https://doi.org/10.1177/0092070399272005
  2. Barua, Z., Barua, S., Aktar, S., Kabir, N., & Li, M. (2020). Effects of Misinformation on COVID-19 Individual Responses and Recommendations for Resilience of Disastrous Consequences of Misinformation. Progress in Disaster Science, 8, 1-9. doi:https://doi.org/10.1016/j.pdisas.2020.100119
  3. Brandtzaeg, P. B., & Følstad, A. (2017). Why people use chatbots. International conference on internet science, 377-392. doi:https://doi.org/10.1007/978-3-319-70284-1_30
  4. Chong, A. Y. L., Khong, K. W., Ma, T., McCabe, S., & Wang, Y. (2018). Analyzing Key Influences Of Tourists’ Acceptance Of Online Reviews In Travel Decisions. Internet Research, 28(3), 564-586. doi:https://doi.org/10.1108/intr-05-2017-0212
  5. Diener, E., Lucas, R. E., & Oishi, S. (2018). Advances And Open Questions In The Science Of Subjective Well-Being. Collabra: Psychology, 4(1), 1-49. doi:https://doi.org/10.1525/collabra.115
  6. Dilla, S. F., & Ngatno. (2020). Pengaruh Harga dan Experiential Marketing Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening pada Konsumen General Repair PT Nasmoco Pemuda Semarang. Jurnal Ilmu Administrasi Bisnis, 9(4), 599-608. doi:https://doi.org/10.14710/jiab.2020.28922
  7. Dutt, B. (2023). Social Media Wellbeing: Perceived Wellbeing Amidst Social Media Use in Norway. Social Sciences & Humanities Open, 7(1), 1-8. doi:https://doi.org/10.1016/j.ssaho.2023.100436
  8. Elseidi, R. I., & El-Baz, D. (2016). Electronic Word of Mouth Effects on Consumers' Brand Attitudes, Brand Image and Purchase Intention: An Empirical Study in Egypt. The Business & Management Review, 7(5), 268-276.
  9. Erkan, I., & Evans, C. (2018). Social Media Or Shopping Websites? The Influence Of eWOM On Consumers’ Online Purchase Intentions. Journal of Marketing Communications, 24(6), 617-632. doi:https://doi.org/10.1080/13527266.2016.1184706
  10. Fadhlurrahman, M. R., & Sunaryo, S. (2022). Pengaruh Electronic Word Of Mouth Terhadap Loyalitas Konsumen Yang Dimediasi Oleh Brand Image Dan Trust. Jurnal Manajemen Pemasaran dan Perilaku Konsumen, 1(1), 122-131. doi:https://doi.org/10.21776/jmppk.2022.1.1.5
  11. Filieri, R. (2015). What Makes Online Reviews Helpful? A Diagnosticity-Adoption Framework To Explain Informational And Normative Influences In E-WOM. Journal of Business Research, 68(6), 1261-1270. doi:https://doi.org/10.1016/j.jbusres.2014.11.006
  12. Forgas, J. P. (1995). Mood and Judgment: The Affect Infusion Model (AIM). Psychological bulletin, 117(1), 39-66. doi:https://psycnet.apa.org/doi/10.1037/0033-2909.117.1.39
  13. Fredrickson, B. L. (2001). The Role of Positive Emotions in Positive Psychology: The Broaden-and-Build Theory of Positive Emotions. American psychologist, 56(3), 218-226. doi:https://psycnet.apa.org/doi/10.1037/0003-066X.56.3.218
  14. Grover, P., Kar, A. K., & Janssen, M. (2019). Diffusion Of Blockchain Technology: Insights From Academic Literature And Social Media Analytics. Journal of Enterprise Information Management, 32(5), 735-757. doi:https://doi.org/10.1108/jeim-06-2018-0132
  15. Haenlein, M., & Libai, B. (2017). Seeding, Referral, And Recommendation: Creating Profitable Word-Of-Mouth Programs. California Management Review, 59(2), 68-91. doi:https://doi.org/10.1177/0008125617697943
  16. Hair Jr., J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: Springer Nature.
  17. Ho, C.-I., Liu, Y., & Chen, M.-C. (2022). Antecedents And Consequences Of Consumers’ Attitudes Toward Live Streaming Shopping: An Application Of The Stimulus–Organism–Response Paradigm. Cogent Business & Management, 9(1), 2145673. doi:https://doi.org/10.1080/23311975.2022.2145673
  18. Ho, V. T., Phan, N. T., & Le-Hoang, P. V. (2021). Impact Of Electronic Word Of Mouth To The Purchase Intention-The Case Of Instagram. Independent Journal of Management & Production, 12(4), 1019-1033. doi:https://doi.org/10.14807/ijmp.v12i4.1336
  19. Hong, H., & Kim, H.-S. (2016). Impact Of Review Characteristics On Female Consumer Perceptions Of Review Usefulness And Patronage Intent Of Online Stores Hosting The Reviews. Journal of the Korean Society of Clothing and Textiles, 40(6), 994-1009. doi:https://doi.org/10.5850/jksct.2016.40.6.994
  20. Hussain, S., Ahmed, W., Jafar, R. M. S., Rabnawaz, A., & Jianzhou, Y. (2017). eWOM Source Credibility, Perceived Risk And Food Product Customer's Information Adoption. Computers in Human Behavior, 66, 96-102. doi:https://doi.org/10.1016/j.chb.2016.09.034
  21. Hutabarat, W. M. S., & Prabawani, B. (2020). Pengaruh Experiential Marketing Dan Sales Promotion Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pelanggan Go-Ride Semarang. Jurnal Ilmu Administrasi Bisnis, 9(2), 12-22. doi:10.14710/pilars.%v.%i.%Y.%p
  22. Karuniatama, I. H., Barata, D. D., & Suyoto, Y. T. (2020). Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Ritel Di Indonesia. Widyakala Journal: Journal of Pembangunan Jaya University, 7(1), 28-36. doi:https://doi.org/10.36262/widyakala.v7i1.277
  23. Khan, S. K., Ahmed, S., & Rashid, A. (2021). Influence Of Social Media On Purchase Intention And Customer Loyalty Of Generation Y With The Mediating Effect Of Conviction: A Case Of Pakistan. Pakistan Journal of International Affairs, 4(2), 526-548. doi:http://dx.doi.org/10.5267/j.ijdns.2023.3.012
  24. Matute, J., Polo-Redondo, Y., & Utrillas, A. (2016). The Influence Of EWOM Characteristics On Online Repurchase Intention: Mediating Roles Of Trust And Perceived Usefulness. Online Information Review, 40(7), 1090-1110. doi:https://doi.org/10.1108/oir-11-2015-0373
  25. Maulyan, F. F., Drajat, D. Y., Angliawati, R. Y., & Sandini, D. (2022). Pengaruh Service Excellent Terhadap Citra Perusahaan Dan Loyalitas Pelanggan: Theoretical Review. Jurnal Sains Manajemen, 4(1), 8-17. doi:http://dx.doi.org/10.51977/jsm.v4i1.660
  26. McClure, C., & Seock, Y.-K. (2020). The Role Of Involvement: Investigating The Effect Of Brand's Social Media Pages On Consumer Purchase Intention. Journal of Retailing and Consumer Services, 53, 101975. doi:https://doi.org/10.1016/j.jretconser.2019.101975
  27. Miremadi, A., & Haghayegh, M. (2022). The Competitive Advantage Of EWOM In Digital Marketing. European Journal of Business and Management Research, 7(2), 258-269. doi:https://doi.org/10.24018/ejbmr.2022.7.2.866
  28. Muljani, N. (2021). Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Dimediasi Oleh Kepuasan Pelanggan (Studi Pada Restoran Boncafe Di Surabaya). Procuratio: Jurnal Ilmiah Manajemen, 9(2), 210-221.
  29. Naufal, A., & Sari, D. (2017). Pengaruh Electronic Word Of Mouth (e-WOM) Terhadap Minat Beli Buldalk Bokkeummyeon (samyang) Pada Masyarakat Di Kota Bandung. eProceedings of Management, 4(3), 2866-2871.
  30. Ngarmwongnoi, C., Oliveira, J. S., AbedRabbo, M., & Mousavi, S. (2020). The Implications Of eWOM Adoption On The Customer Journey. Journal of Consumer Marketing, 37(7), 749-759. doi:https://doi.org/10.1108/jcm-10-2019-3450
  31. Paludi, S. (2016). Analisis Pengaruh Electronic Word Of Mouth (E-WOM) Terhadap Citra Destinasi, Kepuasan Wisatawan, Dan Loyalitas Destinasi Perkampungan Budaya Betawi (PBB) Setu Babakan Jakarta Selatan. Panorama Nusantara, 11(1).
  32. Pandey, A., Sahu, R., & Dash, M. K. (2018). Social Media Marketing Impact On The Purchase Intention Of Millennials. International Journal of Business Information Systems, 28(2), 147-162. doi:https://doi.org/10.1504/ijbis.2018.091861
  33. Reveilhac, M., & Blanchard, A. (2022). The Framing Of Health Technologies On Social Media By Major Actors: Prominent Health Issues And Covid-Related Public Concerns. International Journal of Information Management Data Insights, 2(1), 100068. doi:https://doi.org/10.1016/j.jjimei.2022.100068
  34. Saheb, T., Amini, B., & Alamdari, F. K. (2021). Quantitative Analysis Of The Development Of Digital Marketing Field: Bibliometric Analysis And Network Mapping. International Journal of Information Management Data Insights, 1(2), 100018. doi:https://doi.org/10.1016/j.jjimei.2021.100018
  35. Sari, S. P. (2020). Hubungan Minat Beli Dengan Keputusan Pembelian Pada Konsumen. Psikoborneo: Jurnal Ilmiah Psikologi, 8(1), 147. doi:https://doi.org/10.30872/psikoborneo.v8i1.4870
  36. Siregar, L. A. N. (2019). Pengaruh Bauran Pemasaran Terhadap Loyalitas Pelanggan Zoya Cabang Medan Dengan Brand Image Sebagai Variabel Moderating. Jurnal At-Tawassuth, 4(1), 89-113. doi:http://dx.doi.org/10.30829/ajei.v4i1.4088
  37. Sulthana, A. N., & Vasantha, S. (2019). Influence of electronic word of mouth eWOM on purchase intention. International Journal of Scientific and Technology Research, 8(10), 1-5.
  38. Taylor, C. R. (2018). The New Era Of Electronic Word Of Mouth (eWOM):‘Be More Chill’overrules The Critics. International Journal of Advertising, 37(6), 849-851. doi:https://doi.org/10.1080/02650487.2018.1521899
  39. Trivedi, J. (2019). Examining The Customer Experience Of Using Banking Chatbots And Its Impact On Brand Love: The Moderating Role Of Perceived Risk. Journal of internet Commerce, 18(1), 91-111. doi:https://doi.org/10.1080/15332861.2019.1567188
  40. UNCTAD. (2023). Trade and Entrepreneurship in Indonesia from a Gender and Development Perspective. Retrieved from Switzerland: https://unctad.org/publication/trade-and-entrepreneurship-indonesia-gender-and-development-perspective
  41. Utami, A. A., & Gunadi, W. (2022). Pengaruh Citra Merek Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Menggunakan Indihome Fiber Di Daerah Lubang Buaya Jakarta Timur. JURNAL ILMIAH M-PROGRESS, 12(1), 1-12. doi:https://doi.org/10.35968/m-pu.v12i1.861
  42. Virawati, E., & Samsuri, A. (2020). Pengaruh Store Image, Online Customer Review Dan Promosi Terhadap Keputusan Pembelian Pada Marketplace Shopee Dengan Minat Beli Sebagai Variabel Intervening (Studi Pada Mahasiswa UIN Sunan Ampel Surabaya). BBM (Buletin Bisnis & Manajemen), 6(2), 100-107. doi:https://doi.org/10.47686/bbm.v6i2.302
  43. Vizano, N. A., Khamaludin, K., & Fahlevi, M. (2021). The Effect Of Halal Awareness On Purchase Intention Of Halal Food: A Case Study In Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 441-453. doi:http://dx.doi.org/10.13106/jafeb.2021.vol8.no4.0441
  44. Wang, J.-J., Wang, L.-Y., & Wang, M.-M. (2018). Understanding The Effects Of eWOM Social Ties On Purchase Intentions: A Moderated Mediation Investigation. Electronic Commerce Research and Applications, 28, 54-62. doi:https://doi.org/10.1016/j.elerap.2018.01.011
  45. Widdicks, K. (2020). When The Good Turns Ugly: Speculating Next Steps For Digital Wellbeing Tools. Proceedings Of The 11th Nordic Conference On Human-Computer Interaction: Shaping Experiences, Shaping Society(89), 1-6. doi:https://doi.org/10.1145/3419249.3420117
  46. Womack, J. P., Jones, D. T., & Roos, D. (2007). The Machine That Changed the World: The Story of Lean Production, Toyota’s Secret Weapon in the Global Car Wars That Is Now Revolutionizing World Industry. New York: Free Press.
  47. Yan, Q., Wu, S., Wang, L., Wu, P., Chen, H., & Wei, G. (2016). E-WOM From E-Commerce Websites And Social Media: Which Will Consumers Adopt? Electronic Commerce Research and Applications, 17, 62-73. doi:https://doi.org/10.1016/j.elerap.2016.03.004
  48. Yones, P. C. P., & Muthaiyah, S. (2023). eWOM Via The Tiktok Application And Its Influence On The Purchase Intention Of Somethinc Products. Asia Pacific Management Review, 28(2), 174-184. doi:https://doi.org/10.1016/j.apmrv.2022.07.007
  49. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences Of Service Quality. Journal of marketing, 60(2), 31-46. doi:https://doi.org/10.1177/002224299606000203
  50. Zhao, Y., Wang, L., Tang, H., & Zhang, Y. (2020). Electronic Word-Of-Mouth And Consumer Purchase Intentions In Social E-Commerce. Electronic Commerce Research and Applications, 41, 100980. doi:https://doi.org/10.1016/j.elerap.2020.100980
  51. Zhu, F., & Zhang, X. (2010). Impact Of Online Consumer Reviews On Sales: The Moderating Role Of Product And Consumer Characteristics. Journal of marketing, 74(2), 133-148. doi:https://doi.org/10.1509/jm.74.2.133