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All Journal Jurnal Siasat Bisnis IPTEK Journal of Proceedings Series JPBM (Jurnal Pendidikan Bisnis dan Manajemen) Journal of Management and Business Review Asia-Pacific Management and Business Application Jurnal Pendidikan Ekonomi & Bisnis Journal of Economic, Bussines and Accounting (COSTING) JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Journal of Enterprise and Development (JED) AICS Journal of Marketing Innovation Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF) The South East Asian Journal of Management ASEAN Marketing Journal Eduvest - Journal of Universal Studies e-Jurnal Apresiasi Ekonomi Jurnal Penelitian Pendidikan Indonesia Journal of Entrepreneurial Economics Kemakmuran Hijau: Jurnal Ekonomi Pembangunan Islamic Perspective on Communication and Psychology
Rifelly Dewi Astuti
Department Of Management, Faculty Of Economics And Business, Universitas Indonesia, Depok, Jakarta, Indonesia
Religion Aerospace Engineering Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Neuroscience Social Sciences Transportation Other

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The Effect of COVID-19 Pandemic Information and Trusts towards Online Retailers on Online Consumers’ Risk Perception and Purchasing Behaviour Astuti, Rifelly Dewi; Balqiah, Tengku Ezni; Kusumastuti, Ratih Dyah; Viverita, V.
APMBA (Asia Pacific Management and Business Application) Vol. 14 No. 3 (2026)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

Understanding how information influences consumer behavior during a public health crisis is crucial for both businesses and policymakers in managing risk communication and sustaining economic activity. Since the announcement of the first case of COVID-19 in early March 2020, the timeline across both mass and social media has been dominated by information about the virus. This information has increased public awareness of the risk of contracting COVID-19 when engaging in activities outside the home, including shopping. As a result, most shopping activities have shifted online. However, online shopping does not entirely eliminate the risk of virus transmission. This study aims to investigate the impact of COVID-19 information in mass and social media on trust in online retailers and online shopping behavior, with risk perception as a mediating variable. A survey was conducted with 1,212 respondents across Indonesia, and the data were analyzed using structural equation modeling. The results indicate that COVID-19-related information directly influences consumers’ online purchasing behavior, while trust in online retailers affects behavior indirectly through the mediation of risk perception.
Bridging Augmented Reality Experience and Purchase Intention: Integrating Attitudinal Ambivalence into an Extended TAM Jessica, Cynthia; Astuti, Rifelly Dewi
Journal of Enterprise and Development (JED) Vol. 7 No. 2 (2025)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v7i2.13508

Abstract

Purpose: This study explores the impact of augmented reality (AR) technology on purchase intention in Indonesia. By integrating the AR experience framework with an extended Technology Acceptance Model (TAM), the research examines how five dimensions of the AR experience—sensory experience (SE), emotional experience (EE), thinking experience (TE), action experience (AE), and related experience (RE)—affect perceived ease of use (PEOU) and perceived usefulness (PU), which subsequently influence purchase intention (PI), with attitudinal ambivalence (AA) as a mediating factor.Method: A quantitative, cross-sectional survey was conducted with 300 Indonesian respondents, aged 18 to 60, who were recent users of the AR Sephora Virtual Artist. Data were collected through an online questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM).Result: Findings reveal that the dimensions of the AR experience positively impact PEOU and PU, which subsequently negatively influence AA. PU also directly fosters positive PI, while PEOU does not. Importantly, AA negatively affects PI, underscoring its critical role in consumer decision-making.Practical Implications for Economic Growth and Development: This research offers valuable insights for retailers to optimize AR implementation, thereby enhancing consumer engagement and driving purchase intention. Improving AR usability and effectiveness can reduce consumer uncertainty, strengthen market adoption, and advance digital commerce in the beauty industry.Originality/Value: This study uniquely integrates AA into existing AR adoption models and combines the AR experience framework with an extended TAM, providing novel theoretical contributions to AR in retail and insights into consumer behavior.
Analysis of the Effect of Service Quality Dimensions, Perceived Value, and Trust on Customers of Delivery Services through E-commerce muhammad wahyu ariyanto; Rifelly Dewi Astuti
Jurnal Manajemen Industri dan Logistik Vol. 7 No. 1 (2023): 14 original research articles were authored/co-authored by 41 authors from 1 co
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v7i1.1063

Abstract

The objective of this study was to examine the value of the influence of service quality dimensions, customer perceptions and beliefs on satisfaction in using delivery services. This research was conducted on selected shipping services via e-commerce in Indonesia with a total of 389 respondents. The novelty of this research lay in the social and economic conditions when the COVID-19 pandemic was still ongoing and according to government policies or calls for people to stay at home. This study concluded that the dimensions of assurance and empathy had a positive and significant effect directly and indirectly through trust on customer satisfaction, the tangible dimension only influenced customer satisfaction indirectly through trust. Meanwhile, the other two dimensions of service quality, namely responsiveness and reliability, did not affect customer satisfaction either directly or indirectly through trust. Trust could also mediate between the relationship between perceived value and customer satisfaction. It could be seen that it had an original sample value of 0.161 and a Pvalue of 0.000, which was smaller than 0.05.
THE MEDIATING ROLE OF CHATBOT INITIAL TRUST IN ENHANCING CUSTOMER LOYALTY, ENGAGEMENT, AND USAGE INTENTION Luthfi Fakhri Ramadhan; Rifelly Dewi Astuti
Jurnal Apresiasi Ekonomi Vol 13, No 3 (2025)
Publisher : Institut Teknologi dan Ilmu Sosial Khatulistiwa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31846/jae.v13i3.970

Abstract

In the digital era, chatbots have become essential tools for companies to enhance communication efficiency with customers, particularly through popular platforms such as WhatsApp. As the adoption of this technology increases, understanding the factors that shape users initial trust becomes crucial. This study aims to analyze the influence of perceived ease of use, compatibility, performance expectancy, social influence, and perceived risk on initial trust, as well as its impact on chatbot usage intention, customer engagement, customer satisfaction, and customer loyalty. The research model was developed based on an integration of the Technology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology (UTAUT), and Diffusion of Innovation (DOI), using a quantitative approach. A total of 223 respondents participated in a survey distributed to users of banking chatbots via WhatsApp in Indonesia. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that perceived ease of use and social influence have a significant positive effect on initial trust, while compatibility, performance expectancy, and perceived risk do not have a significant effect. However, performance expectancy was found to have a direct and significant influence on chatbot usage intention. Initial trust significantly influences usage intention, customer engagement, customer satisfaction, and customer loyalty. Furthermore, customer satisfaction also has a significant effect on customer loyalty.
TAPPING INTO ENGAGEMENT: THE ROLE OF CONTENT STRATEGIES IN BOOSTING LOYALTY AND WORD-OF-MOUTH FOR E-WALLETS Alya Hadijah Stephanie; Rifelly Dewi Astuti
Jurnal Apresiasi Ekonomi Vol 13, No 3 (2025)
Publisher : Institut Teknologi dan Ilmu Sosial Khatulistiwa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31846/jae.v13i3.968

Abstract

The development of digital payment systems in Indonesia has significantly accelerated the adoption of digital wallets, with GoPay emerging as one of the leading players. Amid intense competition, social media content strategy has become crucial in driving consumer engagement, which subsequently influences word-of-mouth (WOM) and customer loyalty. This study aims to examine the effects of content appeal (infotainment, relational, and remunerative), content vividness, and content interactivity on WOM and customer loyalty, with consumer engagement serving as a mediating variable. A quantitative approach was employed through a survey of 230 active GoPay users who follow the official Instagram account @GoPayIndonesia and had interacted with its content in the past three months. The data were analyzed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results reveal that six out of seven proposed hypotheses are statistically significant. Infotainment content, remunerative content, content vividness, and content interactivity all positively influence consumer engagement. Among these, content vividness exerts the strongest effect on engagement. Conversely, relational content was not statistically significant, although it was descriptively appreciated by respondents. Furthermore, consumer engagement was found to be a significant mediator in the relationship between content characteristics and both WOM and customer loyalty. This research contributes empirical insights to the field of digital marketing literature and offers strategic recommendations for digital wallet brands to enhance the effectiveness of their social media content strategies.
Co-Authors Adhitiya, Lucky Adi Zakaria Afiff Alversia, Yeshika Alya Hadijah Stephanie Anggit Primadita Karina ariyanto, muhammad wahyu Arlin Tri Hastiana Atini Rahmatika Fauzi Murod Augustin, Eldest Azalia Erda, Florean Haya Soraya Basri Bado Bustaman, Yosman Daryanti, Sri Dewa, Qidsa Nafis Akal Dwiphala, Fadelia Elevita Yuliati Elrizal, Mohammad Ariffa Fanny Martdianty Fauzi Murod, Atini Rahmatika Gita Gayatri, Gita Gunawan, Victor Hediana, Bianca Hutabarat, Rendra Hymne Fajar Ivonanda Nindya Jamaludin, Nurul Atasha Jessica, Cynthia Lahath, Aishath Listiawardany, Elmira Lucky Adhitiya Luh Putu Ratna Sundari Luthfan Fadhila Henryanto Putra Luthfi Fakhri Ramadhan Mahaganti, Fergie S Mawaddah Akmalia Meta Riani Siahaan Mohammad Rizan muhammad wahyu ariyanto Mustafri, Alda Nilakurnia, Roswita Nindyaswari, Sara Almira Nor Asiah Omar Nurdin Sobari Nurdin Sobari Nurmala Nurmala Nurmala Nurmala Pradana, Fadly Eka Pramasanti, An Nisa Putri, Irdina Tiara Ratih Dyah Kusumastuti Resti Annisa Rut Ria Widiawati Saparuddin Mukhtar Saputro, Rendi Andika Saragih, Tarimantan Sanberto Sri Wahyuni Supriadi, Arief Dahyan Susanto, Agung Arry Syed Shah Alam, Syed Shah Tengku Ezni Balqiah Viverita, V. Warnida, Ira Puspa Wulandari, Permata Yura Nada Khairunnisa