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All Journal ALEXANDRIA: Journal of Economics, Business, and Entrepreneurship Aliansi : Jurnal Politik, Keamanan Dan Hubungan Internasional
Putra, Marginata Kurnia
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Humanities Economics, Econometrics & Finance Education Social Sciences

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Communication Adaptation and Customer Loyalty in Platform-Based Ride-Hailing Services: Evidence from Greater Jakarta Sofian, Ferane Aristrivani; Rizan, Cindy Valencia; Asri, Tri Mega; Mathur, Manish; Putra, Marginata Kurnia
ALEXANDRIA (Journal of Economics, Business, & Entrepreneurship) Vol. 7 No. 1 (2026): April
Publisher : Postgraduate, University of Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29303/alexandria.v7i1.1556

Abstract

This study explores whether drivers’ communication skills are positively related to attitudinal customer loyalty, how communication is adaptively enacted within short, platform-evaluated encounters in the Greater Jakarta metropolitan region, and how these adaptive practices relate to loyalty outcomes. An explanatory sequential mixed-methods design was employed. The quantitative phase involved 385 active ride-hailing users and applied descriptive statistics and Spearman’s rank-order correlation. The qualitative stage consisted of semi-structured interviews with seven experienced drivers, which were analyzed thematically using Communication Accommodation Theory. The findings show a moderate and statistically significant positive correlation between perceived drivers’ communication skills and attitudinal customer loyalty (ρ = .412, p < .001). Interview data suggest that each ride functions as a micro-communication arena in which drivers continually recalibrate tone, conversational depth, and embodied conduct in response to passengers’ cues, algorithmic visibility, and rating asymmetry. Communicative adaptation unfolds through situational convergence (alignment), strategic divergence (privacy-sensitive silence), evaluative convergence under rating pressure, and multimodal accommodation. These patterned adjustments stabilize brief encounters and shape evaluative judgments. In algorithmically governed environments, communication emerges not merely as a soft skill but as a context-sensitive relational practice linking interactional competence to loyalty intention in low-switching-cost platform markets.
PENGARUH KONTEN EDUKASI POLITIK KANAL BIJAKPILKADA TERHADAP MINAT PARTISIPASI PUBLIK DALAM PILKADA JAKARTA 2024 Putra, Marginata Kurnia; Zidan, Muhamad; Sofian, Ferane Astrifani; Jaslin, Safa Ratu
Aliansi Vol 5, No 1 (2026): Aliansi : Jurnal Politik, Keamanan Dan Hubungan Internasional
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/aliansi.v5i1.70617

Abstract

Perkembangan media digital telah mengubah cara masyarakat memperoleh informasi politik, terutama menjelang pemilihan umum. Namun seiring dengan meningkatnya akses terhadap informasi digital juga diikuti oleh maraknya penyebaran hoaks dan disinformasi politik yang berpotensi memengaruhi kualitas pengambilan keputusan warga negara. Dalam konteks tersebut, kehadiran platform pendidikan politik digital yang menyediakan informasi kredibel dan mudah diakses menjadi semakin penting. Studi ini bertujuan untuk menganalisis pengaruh kualitas konten informasi pada fitur BijakPilkada terhadap niat partisipasi masyarakat dalam Pemilihan Kepala Daerah Jakarta 2024. Berlandaskan Uses and Gratifications Theory, penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap 100 responden. Data dianalisis menggunakan regresi linier sederhana melalui SPSS versi 29. Hasil penelitian menunjukkan bahwa kualitas konten BijakPilkada berpengaruh positif dan signifikan terhadap niat partisipasi publik, dengan nilai t sebesar 5,504 yang lebih besar dari t tabel 1,984 (p < 0,05). Nilai koefisien determinasi sebesar 23,6% menunjukkan bahwa kualitas konten menjelaskan sebagian variasi niat partisipasi publik. Analisis regresi menghasilkan konstanta sebesar 16,258 dan koefisien regresi sebesar 0,487, yang menunjukkan bahwa setiap peningkatan kualitas konten diikuti oleh peningkatan niat partisipasi masyarakat. Temuan ini menegaskan pentingnya kualitas informasi digital dalam mendukung literasi politik dan mendorong keterlibatan warga negara dalam proses demokrasi di tengah meningkatnya disinformasi politik pada era media digital.
Co-Authors Jaslin, Safa Ratu Mathur, Manish Rizan, Cindy Valencia Sofian, Ferane Aristrivani Sofian, Ferane Astrifani Tri Mega Asri, Tri Mega Zidan, Muhamad