Management Science Research Journal

Brand Image and Customer Retention in Tourism Destinations: The Mediating Role of Customer Satisfaction

2026-02-06T02:17:10+07:00

The purpose of this study is to examine the effect of brand image on customer retention with customer satisfaction as a mediating variable, as well as the role of physical evidence, among visitors of Mahoni Bangun Sentosa Tourism. This study employs a quantitative research approach using a survey method. Data were collected from 150 respondents who had visited Mahoni Bangun Sentosa Tourism at least once, selected through purposive sampling. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4 software to test the proposed hypotheses. The results of this study indicate that: (1) brand image has a positive and significant effect on customer retention; (2) brand image has a positive and significant effect on customer satisfaction; (3) customer satisfaction has a positive and significant effect on customer retention; (4) customer satisfaction is able to mediate the effect of brand image on customer retention; (5) physical evidence has a positive and significant direct effect on customer retention; (6) physical evidence does not moderate the relationship between brand image and customer retention. These findings imply that strengthening brand image and enhancing customer satisfaction are essential strategies to improve customer retention in tourism destinations, while physical evidence serves as a direct supporting factor rather than a moderating variable.

Determinants of Behavioral Adoption in Influencer Marketing Platforms: The Roles of Perceived Ease of Use, Usefulness, Satisfaction, and Trust

2025-10-04T15:07:51+07:00

Influencer marketing has become a dominant strategy for engaging consumers on social media platforms such as TikTok, Instagram, and YouTube. This study investigates the factors that drive users’ behavioral adoption of influencer-driven content and platforms, drawing on the Technology Acceptance Model (TAM) and its extensions. Building on a review of influencer marketing literature and empirical analysis, the research examines the relationships among Perceived Ease of Use (PEU), Perceived Usefulness (PU), Satisfaction (S), Trust (T), and Behavioral Adoption (BA). Results reveal that PEU exerts the strongest influence on BA, indicating that intuitive interfaces and low complexity are critical to encouraging adoption. Satisfaction emerges as the second-most significant factor, suggesting that positive user experiences foster ongoing engagement. PU also contributes to adoption, though its effect is weaker than that of PEU. Trust shows a moderate but meaningful impact, underscoring the importance of credibility and security in sustaining long-term participation. These findings provide practical guidance for marketers and platform designers seeking to enhance user acceptance of influencer-based campaigns.

A The Influence of Price Perception and Service Quality on IndiHome Customer Satisfaction in Surabaya

2026-02-06T02:42:07+07:00

The rapid development of information and communication technology has transformed internet access into an essential necessity for supporting daily activities in modern society. As dependence on internet services increases, customer evaluations of price fairness and service quality have become critical determinants of satisfaction. Despite its dominant position as a fiber-optic internet service provider in Indonesia, IndiHome continues to face customer complaints related to pricing policies and service performance. This study aims to examine the effect of price perception and service quality on customer satisfaction among IndiHome subscribers in Surabaya. The research data were collected through an online questionnaire distributed to 120 respondents who had prior experience using IndiHome services and resided in Surabaya. A quantitative research approach was employed, and data analysis was conducted using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that price perception has a negative and significant effect on customer satisfaction, suggesting that unfavorable price perceptions reduce satisfaction levels. Conversely, service quality has a positive and significant effect on customer satisfaction, indicating that improvements in service responsiveness, reliability, and assurance can enhance customer satisfaction. The coefficient of determination (R²) value of 0.577 demonstrates that price perception and service quality jointly explain 57.7% of the variance in customer satisfaction. The findings contribute to the literature on consumer behavior in internet service industries by empirically confirming the contrasting roles of price perception and service quality in shaping customer satisfaction. Practically, this study implies that internet service providers should prioritize transparent pricing strategies and consistent service quality improvements to sustain customer satisfaction and long-term loyalty.

Supply Chain Path Dependency in Collaboration for New Product Development

2026-01-19T09:19:20+07:00

This study examines the relationship between partnership structuring dynamics and performance, focusing on integration in co-development partnerships. Through a detailed survey, insights were gleaned from experts in collaborative engineering engaged in NPD. The analysis juxtaposes levels of partnership—synchronized, coordinated, and integrated—with operation, innovation and market performance. Results reveal that early-stage synchronization impacts operational performance more than later stages, and integration enhances innovation and market performance. Further, a post-hoc assessment links integration with vital financial outcomes to validate these findings. Employing resource orchestration theory, this research illustrates the influence of co-development structuring nuances on firm performance, emphasizing the critical balance between path dependency and creation.

Assessment of the Socioeconomic Implications of the Higher Education Students Loans Board on Tanzanian Students

2026-01-19T09:18:08+07:00

This paper will discuss the role played by the Higher Education Students Loans Board (HESLB) in determining the socioeconomic status of the Tanzanian students with special focus on the effectiveness of the organization in providing fair accessibility to higher education and the overall economic mobility of the students. The collection of quantitative and qualitative data was done on a few selected universities using a mixed-methods approach, among loan beneficiaries, non-recipients, and higher education administrators. The research analyzes the impact of loan distribution policies, loan repayment and efficiency of loan disbursement on students with various socioeconomic backgrounds. The results show that although the HESLB has greatly expanded access to higher education for low-income students, differences in loan distribution and repayment capacity still exist. Financial issues caused by stringent repayment conditions, postponed pay outs, and restricted loan coverage have impeded the intended sustainability and inclusion goals. The study comes to the conclusion that the Board's role in promoting fair and sustainable higher education funding in Tanzania will grow if loan appraisal and recovery procedures are changed, especially by implementing income-contingent repayment plans and open allocation procedures.

The Influence of Workload, Job Stress, and Work Environment on Turnover Intention of Inpatient Nurses at Wiyung Sejahtera Hospital

2025-11-26T01:16:20+07:00

This study analyzes the influence of workload, job stress, and the work environment on nurses turnover intentions at Wiyung Sejahtera Hospital. The quantitative method used was Partial Least Squares–Structural Equation Modeling (PLS-SEM), involving 99 inpatient nurses using a Likert-scale questionnaire. The results show that workload and job stress have a significant positive effect on turnover intentions, meaning that the higher the workload and stress, the greater the nurse's intention to leave. Conversely, the work environment has a negative effect, meaning a positive environment can reduce turnover intentions. These findings emphasize the importance of managing workload, reducing job stress, and creating a conducive work environment to improve healthcare worker retention and the quality of hospital services. The study also discusses variable indicators and instrument validity and reliability, and provides strategic recommendations for human resource management in healthcare institutions.

The Impact of AI in BIM-to-Digital Twins on Facility Management Handover

2026-02-06T02:41:08+07:00

The present paper will consider how Artificial Intelligence (AI) will help in the shift by Building Information Modeling (BIM) to Digital Twins (DTs), specifically in relation to facility management handover. It deals with the main industrial concerns in the fragmentation of data, lack of interoperability, and ineffective regulatory compliance process by using AI-based solutions to enhance data validation, predictive analytics, and real-time synchronization. The data collection was conducted with the help of a qualitative method based on an interpretivist worldview and grounded theory approach, which allowed collecting data through semi-structured interviews with BIM professionals. The findings prove that AI could be effective to increase the accuracy, effectiveness, and quality of BIM-DT handover procedures, which, in its turn, leads to more efficient operations, proactive maintenance of facilities, and sustainable facility management.