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All Journal Medicor : Journal of Health Informatics and Health Policy Communica : Journal of Communication Data : Journal of Information Systems and Management Digitus : Journal of Computer Science Applications Harmonia : Journal of Music and Arts
Abdullah Al Ma'mun Sarwar
Multimedia University
Arts Computer Science & IT Decision Sciences, Operations Research & Management Health Professions Languange, Linguistic, Communication & Media Public Health Social Sciences

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Apology Specificity and Corrective Action Effects on Consumer Trust Following a Simulated E-Commerce Data Breach in Bandung Prof. Dr. Hasnizam Shaari; Abdullah Al Ma'mun Sarwar; Efriyani Sumastuti
Communica : Journal of Communication Vol. 4 No. 2 (2026): April 2026
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/communica.v4i2.1969

Abstract

Consumer trust is critical in e-commerce, particularly when personal information is compromised through a data breach. This study examined whether apology specificity and the inclusion of corrective action independently and in combination affect consumer trust following a simulated e-commerce data breach. Drawing on Situational Crisis Communication Theory (SCCT), Image Repair Theory (IRT), and organizational trust frameworks, we conducted a 2 × 2 between-subjects factorial experiment with 200 adult e-commerce users recruited purposively from Coblong District, Bandung, Indonesia, and randomly assigned to four conditions varying in apology type (general vs. specific) and corrective action (absent vs. present). Consumer trust was assessed using a six-item Likert scale (α = .93). A two-way analysis of variance revealed significant main effects for both apology specificity, F(1, 196) = 7.11, p = .008, partial η² = .035, and corrective action, F(1, 196) = 36.23, p < .001, partial η² = .156. A significant interaction also emerged, F(1, 196) = 7.68, p = .006, partial η² = .038: the trust advantage of a specific apology was pronounced only when corrective action was simultaneously present (Δ = 0.69, 95% CI [0.33, 1.04], p < .001) and negligible when corrective action was absent (Δ = −0.01, 95% CI [−0.37, 0.34], p = .941). These findings extend crisis communication theory by isolating two independently actionable message components and demonstrate that their combination produces trust effects exceeding their individual contributions, with corrective action emerging as the dominant factor.
Shopee Platform Integration and Fashion Retailer Performance in Purworejo Regency: The Mediating Role of Order Fulfillment Capability Abdullah Al Ma&#039;mun Sarwar; Nuswantoro Setyadi Pradono; C. Tri Widiastuti
Data : Journal of Information Systems and Management Vol. 3 No. 4 (2025): October 2025
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/data.v3i4.1997

Abstract

E-commerce platform integration offers opportunities for micro and small retailers to improve business performance, yet the mediating role of operational capabilities remains underexplored. This study examined whether order fulfillment capability mediates the relationship between Shopee platform integration and business performance among fashion retailers in Purworejo Regency, Indonesia. Grounded in the resource-based view and dynamic capabilities perspective, a cross-sectional survey involved 250 purposively selected retailers operating active Shopee stores. Data were collected using a 15-item, five-point Likert-scale questionnaire and analyzed through structural equation modeling with 5,000 bootstrap samples. Results indicated that platform integration significantly predicted order fulfillment capability (β = 0.382, p < .001) and business performance (β = 0.291, p < .001). Order fulfillment capability also positively predicted business performance (β = 0.347, p < .001). The indirect effect was significant (β = 0.133, 95% CI [0.064, 0.208]), supporting partial mediation. These findings highlight order fulfillment capability as an important mechanism linking digital platform integration to business performance. The study contributes empirical evidence supporting capability-based explanations of digital commerce performance among resource-constrained retailers.
Perceived Response Relevance, Transparency, and Interaction Ease on CLEO Chatbot Trust in Jakarta Abdullah Al Ma&#039;mun Sarwar
Digitus : Journal of Computer Science Applications Vol. 4 No. 2 (2026): April 2026
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/digitus.v4i2.2038

Abstract

Customer service chatbots have become a primary interface in e-commerce platforms, yet little is known about how interaction-quality perceptions relate to user trust in Southeast Asian contexts. This cross-sectional survey examined the associations of response relevance, response transparency, and interaction ease with trust in CLEO, the customer service chatbot embedded in the Lazada mobile application, among 200 users across the five administrative cities of Jakarta. Data were collected between February and March 2026 via a 16-item five-point Likert-scale questionnaire, with satisfactory reliability across all scales (α = .856–.876). Multiple linear regression with HC3 standard errors was applied. The model explained approximately 37.7% of variance in trust (adjusted R² = .368; F(3, 196) = 39.58, p < .001). All three predictors were positively associated with trust: response relevance was the strongest predictor (B = 0.44, β = .421, p < .001), followed by response transparency (B = 0.26, β = .265, p < .001) and interaction ease (B = 0.21, β = .207, p = .001). Sensitivity analysis on 184 complete-response cases yielded consistent results. Findings suggest that chatbot developers should prioritize answer accuracy, transparent identity disclosure, and conversational ease to foster user trust in e-commerce chatbot interactions.
Schedule Search Ease, Seat Clarity, and Rescheduling Ease on Access by KAI Satisfaction in Cirebon Abdullah Al Ma&#039;mun Sarwar; Maharsa Pradityatma
Digitus : Journal of Computer Science Applications Vol. 4 No. 3 (2026): July 2026
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/digitus.v4i3.2043

Abstract

Mobile rail ticketing requires users to find suitable schedules, interpret seat information, and manage changes after purchase. This study examined the associations of perceived ease of schedule search, seat information clarity, and ease of rescheduling with user satisfaction with Access by KAI in Cirebon, Indonesia. A cross-sectional online survey was conducted from March 2 to April 28, 2026, within a February–May research period. Purposive recruitment with equal district quotas yielded 200 adult users who had personally booked intercity tickets and attempted rescheduling. Each construct was measured with five Likert items. Multiple linear regression used HC3 robust standard errors, with complete-response and rescheduling-status sensitivity analyses. Mean scores were 3.63 for schedule search, 3.61 for seat information, 3.13 for rescheduling, and 3.48 for satisfaction. Schedule search (B = 0.299, 95% CI [0.168, 0.430], p < .001) and rescheduling (B = 0.306, 95% CI [0.183, 0.428], p < .001) were positively associated with satisfaction. Seat information clarity showed a smaller association (B = 0.130, 95% CI [0.0009, 0.260], p = .049) that was not statistically significant in either sensitivity model. The primary model explained 26.4% of satisfaction variance. The findings support prioritizing evaluation of schedule comparison and rescheduling workflows, while treating the independent seat-information association as uncertain. Nonprobability sampling and the cross-sectional design limit generalizability and causal interpretation.
Promotional Notification Relevance, Overload, and Perceived Control on Shopee Satisfaction in Makassar Abdullah Al Ma&#039;mun Sarwar; Nuswantoro Setyadi Pradono
Digitus : Journal of Computer Science Applications Vol. 4 No. 1 (2026): January 2026
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/digitus.v4i1.2044

Abstract

Promotional push notifications can convey useful shopping information while imposing unwanted demands on users’ attention. This study examined associations of perceived promotional notification relevance, overload, and control with notification satisfaction among Shopee Android users in Makassar, Indonesia. A cross-sectional online survey was conducted between September and October 2025 within a research period extending from August to December 2025. Purposive sampling with equal district quotas yielded 200 adults from Panakkukang, Rappocini, Tamalanrea, and Biringkanaya. Twenty five-point Likert items measured four constructs. Composite scores were analyzed using multiple linear regression with HC3 robust standard errors and sensitivity analyses. Internal consistency coefficients ranged from 0.828 to 0.845. Notification satisfaction averaged 3.342 (SD = 0.946). Relevance was positively associated with satisfaction (B = 0.314, 95% CI [0.190, 0.439], p < .001), whereas overload was negatively associated with satisfaction (B = −0.362, 95% CI [−0.474, −0.249], p < .001). Perceived control showed a smaller positive association (B = 0.134, 95% CI [0.013, 0.255], p = .031). The model explained 30.1% of satisfaction variance. Relevance and overload remained significant across sensitivity models, whereas control did not reach significance in complete-item and influence-restricted analyses. These findings support evaluating promotional notification quality through both perceived usefulness and attentional burden, with more cautious interpretation of control. Cross-sectional, nonprobability data do not establish causality or population representativeness.
Perceived Instagram Content Quality and Artist–Audience Interaction as Correlates of Independent Song Discovery among Followers in Bandung Hasnizam Shaari; Abdullah Al Ma&#039;mun Sarwar; Dzulkifli; Ratih Hesty Utami Pispitasari
Harmonia : Journal of Music and Arts Vol. 4 No. 2 (2026): May 2026
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/harmonia.v4i2.2018

Abstract

This study examined whether perceived Instagram content quality (PCQ) and perceived artist–audience interaction (AAI) are associated with self-reported independent song discovery (SD) among followers of Bandung-based independent musicians. Grounded in the Uses and Gratifications framework, a cross-sectional explanatory survey was conducted with 240 Instagram users in Bandung, West Java (March–April 2026). Participants evaluated one independently verified musician account, and multiple linear regression with cluster-robust standard errors was used as the primary analytic method. Both PCQ (M = 3.61) and AAI (M = 2.89) were positively and significantly associated with SD (M = 3.00). PCQ showed a stronger association (B = 0.46, β = .38, p < .001) compared to AAI (B = 0.32, β = .30, p < .001). Together, they explained 30.1% of variance in SD (adjusted R² = .283), a substantial increment (ΔR² = .279) over control variables. Age, follow duration, content exposure frequency, and general music interest were not statistically significant. These findings suggest that both the informational and relational dimensions of musician accounts independently contribute to follower-reported song discovery, with informational quality showing a comparatively stronger association, providing contextual evidence from an Indonesian metropolitan setting.
From Digital Health Literacy to Telemedicine Acceptance: Examining the Mediating Role of Patient Trust among MySiloam Users in Jakarta Abdullah Al Ma&#039;mun Sarwar
Medicor : Journal of Health Informatics and Health Policy Vol. 4 No. 3 (2026): July 2026
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/medicor.v4i3.1977

Abstract

The growing adoption of telemedicine highlights the importance of understanding factors influencing patient acceptance, particularly digital health literacy and trust. This study examined the mediating role of patient trust in the relationship between digital health literacy and telemedicine acceptance among MySiloam users at Siloam Hospitals Kebon Jeruk, Jakarta, Indonesia. A quantitative cross-sectional study involved 200 adult patients selected through purposive sampling. Data were collected using a 15-item Likert-scale questionnaire and analyzed through Pearson correlation, multiple regression, and PROCESS Macro Model 4 with 5,000 bootstrap samples. Results indicated that digital health literacy significantly predicted patient trust (β = 0.467, p < .001) and telemedicine acceptance (β = 0.533, p < .001). Patient trust also significantly predicted telemedicine acceptance (β = 0.461, p < .001). The indirect effect was statistically significant (B = 0.220, 95% CI [0.146, 0.303]), supporting partial mediation. These findings suggest that digital health literacy and patient trust jointly contribute to telemedicine acceptance. The study highlights the importance of strengthening digital health literacy alongside trust-building strategies emphasizing privacy, service reliability, and physician–patient communication to support telemedicine adoption in Indonesian healthcare settings.
Co-Authors Dzulkifli Efriyani Sumastuti Hasnizam Shaari Maharsa Pradityatma Nuswantoro Setyadi Pradono Nuswantoro Setyadi Pradono, Nuswantoro Setyadi Prof. Dr. Hasnizam Shaari Ratih Hesty Utami Pispitasari Widiastuti, C. Tri