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All Journal Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Dinamis : Journal of Islamic Management and Bussiness Al-Kharaj: Journal of Islamic Economic and Business Bisman (Bisnis dan Manajemen): The Journal of Business and Management JOURNAL OF ECONOMICS EDUCATION AND ENTREPRENEURSHIP Jurnal Pengabdian Masyarakat Bidang Sosial dan Humaniora Liabilitas : Jurnal Ilmiah Akuntansi dan Ekonomi Abdi Cendekia: Jurnal Pengabdian Masyarakat Review of Accounting and Business Kompeten: Jurnal Ilmiah Ekonomi dan Bisnis Economics and Business Journal Journal of Artificial Intelligence and Digital Business Journal of Economic Education and Entrepreneurship Studies Journal of Economics, Entrepreneurship, Management Business and Accounting Indo-Fintech Intellectuals: Journal of Economics and Business (JIMBE) Jurnal Ekonomi, Akutansi dan Manajemen Nusantara (JUMPER) Journal of Economics, Bussiness and Management Issues IJHABS Jurnal Pengabdian Negeri Journal of Studies in Academic, Humanities, Research, and Innovation Jurnal Akuntansi Pajak dan Manajemen International Journal of Education Management and Religion META - JOURNAL KATALIS : Jurnal Inovasi Pengabdian Masyarakat Journal of Economics and Management Technologies Jurnal Akademik Pengabdian Masyarakat Ichsan Sidenreng Rappang Journal of Economic Education and Entrepreneurship Studies
Windarsari, Wiwin Riski
Management, Universitas Negeri Makassar, Indonesia
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Kekuatan Voice of Customer di Media Sosial: Dampaknya terhadap Respons dan Perbaikan CRM Perbankan Wiwin Riski Windarsari; Fina Ruzika Zaimar; Hasisa Haruna; Achmad Ridha; Andi Rahmatullah Mangga
Bisman (Bisnis dan Manajemen): The Journal of Business and Management Vol. 8 No. 2 (2025): Juli 2025
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Islam Majapahit, Jawa Timur, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36815/bisman.v8i2.4344

Abstract

Social media is increasingly serving as a primary channel for customers to voice their banking experiences, including complaints, questions, and appreciation. This study aims to analyze the power of Voice of Customer (VoC) on platform X and its impact on company responses and Customer Relationship Management (CRM) improvements. The study analyzed 1,456 posts from 998 unique accounts addressed to Bank C's official account during August 2025. The results showed that dominant complaints included failed transactions with balance deductions, application disruptions, OTP and verification issues, difficulties contacting customer service, and security and fraud issues. Company responses were generally directed to private channels (DM or phone) using template-based answers. However, personalization efforts were evident in innovative application features, such as transaction notifications, e-statements, and the Bank C keyboard. These findings confirm that VoC is not simply a source of complaints but also a strategic input that can drive system improvements and interaction quality. Practical implications include the need to strengthen social listening, improve the quality of personalized responses, and integrate VoC directly into CRM. The use of AI and automation can also support the initial response process, while maintaining human oversight for sensitive cases. This research was limited to a single banking institution, a single platform, and a specific period, so the results cannot be broadly generalized. Future studies are recommended to involve more institutions, communication channels, and take a longitudinal approach to assess the impact of CRM improvements on customer satisfaction and loyalty.
Mind Over Media: Moderasi Literasi Keuangan dalam Pengaruh Finfluencer dan FOMO terhadap Keputusan Investasi pada Investor Pemula Lidya Anastasya; Achmad Ridha; Wiwin Riski Windarsari
Bisman (Bisnis dan Manajemen): The Journal of Business and Management Vol. 8 No. 2 (2025): Juli 2025
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Islam Majapahit, Jawa Timur, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36815/bisman.v8i2.4367

Abstract

This study examines the influence of finfluencers and fear of missing out (FOMO) on investment decisions among novice investors, with financial literacy as a moderating variable. The rise of social media has made finfluencers and FOMO dominant social and emotional factors in digital investing. Using a quantitative causal approach with SEM-PLS on 100 novice investors from digital platforms, the results show that both finfluencer and FOMO positively affect investment decisions. Financial literacy significantly moderates the effect of finfluencers but does not significantly moderate the relationship between FOMO and investment decisions. The findings indicate that digital investment behavior is driven by the interaction of social, emotional, and cognitive factors, with financial literacy enhancing rational evaluation of financial information. Keywords: finfluencer, fear of missing out (FOMO), financial literacy, investment decision
Diferensiasi Kualitas Keterlibatan dalam Social Commerce: Analisis Sistematis Trust-Based Engagement terhadap Perilaku Pembelian Berulang Windarsari, Wiwin Riski; Arif, Hery Maulana
Kompeten: Jurnal Ilmiah Ekonomi dan Bisnis Vol. 4 No. 6 (2026): Mei 2026
Publisher : PT Seval Literindo Kreasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57141/kompeten.v4i6.261

Abstract

Studi ini menantang pandangan dominan bahwa keterlibatan media sosial secara seragam mendorong loyalitas pelanggan dengan membedakan antara kuantitas dan kualitas keterlibatan dalam perdagangan sosial. Penelitian sebelumnya sebagian besar bergantung pada metrik berbasis paparan (misalnya, tayangan, suka, dan waktu yang dihabiskan), mengabaikan peran interaksi yang didasari kepercayaan. Untuk mengatasi kesenjangan ini, studi ini menempatkan keterlibatan berbasis kepercayaan sebagai mekanisme kunci yang mendasari perilaku pembelian berulang. Tinjauan Literatur Sistematis (SLR) yang mengikuti kerangka kerja PRISMA dilakukan, mensintesis 11 studi empiris yang dipilih dari kumpulan awal 1.000 catatan. Analisis menggabungkan sintesis kualitatif dengan perbandingan kuantitatif dari hubungan yang dilaporkan di seluruh studi yang berfokus pada TikTok dan Instagram. Temuan tersebut mengkonfirmasi asosiasi positif antara keterlibatan dan perilaku pembelian; namun, kekuatan hubungan ini bervariasi secara signifikan berdasarkan jenis keterlibatan. Keterlibatan pasif menunjukkan efek yang terbatas dan tidak langsung, sedangkan keterlibatan berbasis kepercayaan menunjukkan pengaruh yang lebih kuat melalui mediasi kepercayaan pelanggan dan nilai yang dirasakan. Studi ini juga mengidentifikasi kesenjangan kritis dalam literatur, yaitu ketergantungan yang berlebihan pada niat pembelian daripada data pembelian berulang yang sebenarnya. Secara teoritis, studi ini memperluas kerangka Stimulus–Organisme–Respons dengan menekankan kualitas keterlibatan sebagai konstruk sentral. Secara praktis, studi ini menyoroti kebutuhan akan strategi pemasaran digital yang berpusat pada kepercayaan.
Dari Adopsi Teknologi ke Pembangunan Kapabilitas: Tinjauan Literatur Sistematis tentang CRM pada UKM Ritel Arif, Hery Maulana; Windarsari, Wiwin Riski
Kompeten: Jurnal Ilmiah Ekonomi dan Bisnis Vol. 4 No. 6 (2026): Mei 2026
Publisher : PT Seval Literindo Kreasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57141/kompeten.v4i6.262

Abstract

Penelitian ini bertujuan untuk mengidentifikasi dan mensintesis faktor penghambat (barriers) dan pendorong (enablers) dalam adopsi Customer Relationship Management (CRM) pada sektor ritel dan usaha kecil menengah (UKM). Pendekatan yang digunakan adalah Systematic Literature Review (SLR) dengan mengikuti kerangka PRISMA 2020 terhadap artikel jurnal bereputasi periode 2015–2025 yang diperoleh dari Scopus, Web of Science, dan ScienceDirect. Dari proses seleksi, sebanyak 32 artikel dianalisis menggunakan teknik thematic synthesis dan conceptual mapping berbasis kerangka Technology–Organization–Environment (TOE) yang diperluas dengan perspektif kapabilitas. Hasil penelitian menunjukkan bahwa adopsi CRM dipengaruhi oleh interaksi multidimensional antara faktor teknologi, organisasi, dan lingkungan. Hambatan utama meliputi keterbatasan finansial, kompleksitas teknologi, infrastruktur yang tidak memadai, rendahnya literasi digital, serta resistensi organisasi. Sementara itu, faktor pendorong mencakup dukungan manajemen, pelatihan sumber daya manusia, solusi berbasis cloud, pendekatan implementasi bertahap, serta tekanan kompetitif dan dukungan eksternal. Studi ini juga menegaskan peran penting digital readiness dan dynamic capabilities sebagai mediator dalam menghubungkan determinan dengan keberhasilan adopsi CRM. Implikasi penelitian ini menekankan bahwa keberhasilan implementasi CRM tidak hanya bergantung pada teknologi, tetapi juga kesiapan organisasi dan kemampuan adaptasi strategis.
Literasi Keuangan Digital dan Keberlanjutan UKM: Peran Mediasi Manajemen Risiko Haruna, Hasisa; Ridha, Achmad; Adriansyah, Adriansyah; Zaimar, Fina Ruzika; Windarsari, Wiwin Riski
Kompeten: Jurnal Ilmiah Ekonomi dan Bisnis Vol. 4 No. 6 (2026): Mei 2026
Publisher : PT Seval Literindo Kreasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57141/kompeten.v4i6.263

Abstract

Penelitian ini mengkaji pengaruh literasi keuangan digital terhadap keberlanjutan bisnis UKM dengan mempertimbangkan peran mediasi manajemen risiko. Studi ini merespons kesenjangan literatur yang masih terbatas dalam menjelaskan mekanisme bagaimana literasi keuangan digital diterjemahkan menjadi kinerja jangka panjang. Mengintegrasikan Resource-Based View dan Dynamic Capability Theory, penelitian ini menggunakan pendekatan kuantitatif dengan desain survei lintas-seksional pada UKM kuliner di Makassar. Analisis dilakukan menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil menunjukkan bahwa literasi keuangan digital berpengaruh positif dan signifikan terhadap keberlanjutan bisnis. Selain itu, literasi keuangan digital secara signifikan meningkatkan kapabilitas manajemen risiko, yang juga berpengaruh positif terhadap keberlanjutan bisnis. Analisis mediasi mengonfirmasi bahwa manajemen risiko berperan sebagai mediator parsial dalam hubungan tersebut. Temuan ini menunjukkan bahwa keberlanjutan bisnis tidak hanya ditentukan oleh kepemilikan literasi keuangan digital, tetapi juga oleh kemampuan UKM dalam mengoperasionalkannya melalui praktik manajemen risiko. Studi ini memberikan kontribusi teoretis dengan menekankan pentingnya pendekatan berbasis mekanisme, serta implikasi praktis bagi pengembangan kapasitas UKM secara terintegrasi.
Behavioral Nudging And Citizen Adoption Of E-Government Services: A Systematic Review Of Local Government Marketing Strategies Wiwin Riski Windarsari; Hery Maulana Arif; Kong Chantha
Journal of Studies in Academic, Humanities, Research, and Innovation Vol. 3 No. 1 (2026): Vol 3 No 1 June 2026
Publisher : Ponpes As-Salafiyyah Asy-Syafi'iyyah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71305/sahri.v3i1.587

Abstract

The increasing implementation of e-government services has transformed how local governments deliver public services and engage with citizens. However, despite significant investments in digital infrastructure, citizen adoption of digital government services remains inconsistent. This study systematically reviews the most effective marketing strategies for increasing citizen adoption of e-government services in local government contexts. Using a systematic literature review (SLR) approach based on PRISMA guidelines, this study synthesized evidence from 24 empirical studies retrieved through the Elicit academic search platform. The findings reveal that behavioral nudging is the most consistently effective strategy for promoting e-government adoption. Interventions involving simplification, default settings, social influence, facilitating conditions, and collective-benefit framing generated stronger adoption outcomes than passive mass-media campaigns and conventional promotional approaches. The review further indicates that trust, digital literacy, demographic characteristics, and service complexity significantly moderate the effectiveness of marketing interventions. In low-trust and digitally marginalized communities, community-based facilitation and peer mentoring approaches proved more effective than purely informational campaigns. Meanwhile, targeted digital communication and multichannel engagement strategies demonstrated positive outcomes among digitally literate populations. This study contributes to the e-government literature by integrating behavioral governance and public sector marketing perspectives into citizen adoption research. The findings suggest that successful digital governance depends not only on technological quality, but also on citizen-centered communication, trust-building mechanisms, and behavioral intervention strategies.
Psychological Exploration of Consumer Trust in AI-Based Personalization: A Qualitative Study on the Privacy Paradox in Social Media Hery Maulana Arif; Wiwin Riski Windarsari
Maksimal Jurnal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Vol 3 No 5 (2026): June
Publisher : Abadi Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59971/meta-journal.v3i5.424

Abstract

This qualitative study examines the psychological dimensions underlying the privacy paradox in the context of AI-driven personalization on social media platforms. Despite widespread awareness of privacy risks, consumers continue to engage with and benefit from personalized digital experiences, a contradictory behavior that existing quantitative models inadequately explain. Through in-depth interviews (IDI) and focus group discussions (FGD) with 24 active social media users, this study employs an interpretive phenomenological analysis (IPA) framework to explore the lived emotional and motivational experiences of individuals navigating personalization and privacy tensions. The findings reveal four core psychological mechanisms driving the paradox: (1) perceived utility as an override mechanism for privacy concerns; (2) emotional ambivalence arising from simultaneous gratitude and surveillance anxiety; (3) trust calibration shaped by platform transparency and algorithmic opacity; and (4) a learned helplessness response to structural data asymmetry. This study contributes a novel psychological typology of AI personalization consumers and offers implications for privacy-by-design frameworks, platform governance, and consumer digital literacy initiatives.
Social Commerce and Gender Narratives: How Female Entrepreneurs Build Brand Trust Through Live Streaming Wiwin Riski Windarsari; Hery Maulana Arif
Maksimal Jurnal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Vol 3 No 4 (2026): April
Publisher : Abadi Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59971/meta-journal.v3i4.434

Abstract

The rapid growth of live-streaming commerce has transformed social commerce into a highly interactive and emotionally driven digital marketplace. While existing studies primarily explain consumer trust through technological affordances, interactivity, and purchase intention, limited attention has been given to the relational and gendered dimensions of trust construction in live-streaming environments. This study aims to explore how female entrepreneurs build brand trust through gender narratives during live-streaming commerce activities. Adopting a qualitative interpretive approach, this research collected data through semi-structured interviews, live-streaming observations, and digital content documentation involving 12 female entrepreneurs actively conducting live-streaming sales on TikTok Live, Shopee Live, and Instagram Live. The data were analyzed using thematic analysis inspired by the Gioia methodology. The findings reveal that brand trust is constructed through five major dimensions: authenticity through everyday storytelling, relational intimacy, emotional labor, gendered credibility, and trust through real-time interaction. Female entrepreneurs strategically utilized emotional engagement, caring communication, authenticity performance, and relational storytelling to cultivate audience trust and emotional closeness. The study further demonstrates that trust in live-streaming commerce is socially negotiated and performatively enacted rather than merely generated through transactional mechanisms. Theoretically, this study extends the social commerce literature by integrating perspectives from emotional labor, parasocial interaction, authenticity performance, and gender studies into the analysis of digital trust formation. Practically, the findings highlight the importance of relational communication and emotionally meaningful engagement in strengthening brand trust within contemporary social commerce ecosystems.
Customer Lived Experiences Of Proactive Social Media Engagement And Its Influence On Brand Equity: An IPA Approach Wiwin Riski Windarsari; Betania Kartika Muflih
International Journal of Education Management and Religion Vol. 3 No. 1 (2026): January 2026
Publisher : Pondok pesantren As-salafiyah As-Safi'iyyah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71305/ijemr.v3i1.1135

Abstract

This study examines how proactive social media engagement, conducted through the Social Customer Relationship Management (Social CRM) practices of Scarlett Whitening, influences customer perceptions of brand meaning and overall brand equity. As brands increasingly initiate unsolicited interactions on Instagram and TikTok, understanding how customers interpret these engagements becomes essential for explaining their emotional and behavioral responses. Using a qualitative design, this research employs Interpretative Phenomenological Analysis (IPA) to explore customers’ lived experiences and the meanings they assign to proactive brand interactions. The population of the study includes active social media users in Indonesia who follow beauty brands. A homogeneous purposive sample of six participants aged 19–30 years was selected based on their direct experience receiving proactive engagement from Scarlett Whitening. Data were collected through semi-structured in-depth interviews as the primary instrument, complemented by field notes to support interpretive rigor. The findings reveal three key themes: feeling seen and recognized by the brand, reinterpreting brand intentions, and shifts in attitudes and behavioral loyalty. Participants reported emotional validation, increased trust, and stronger relational connection, which subsequently enhanced their willingness to purchase and advocate for the brand. These results demonstrate that proactive Social CRM operates as a relational experience that strengthens customer–brand bonds and contributes to experience-driven brand equity.
Digital CRM Adoption in Creative MSMEs The Role of Customer Relationship Capability in Increasing Competitive Advantage Wiwin Riski Windarsari
International Humanity Advance, Business & Sciences Vol 3 No 3 (2026): January
Publisher : PT Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59971/ijhabs.v3i3.1057

Abstract

This study investigates the role of Digital Customer Relationship Management (CRM) adoption in enhancing competitive advantage among creative small and medium-sized enterprises (SMEs), with a particular focus on the mediating role of customer relationship capability (CRC). Grounded in the Resource-Based View and Dynamic Capabilities, this research proposes that digital CRM functions as a strategic resource whose value is realized through organizational capabilities. A quantitative approach was employed using survey data collected from 200 creative SMEs. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results reveal that digital CRM adoption has a significant positive effect on customer relationship capability and competitive advantage. Furthermore, customer relationship capability significantly influences competitive advantage and partially mediates the relationship between digital CRM adoption and competitive advantage. These findings demonstrate that the impact of digital CRM on competitive advantage is not direct but largely depends on the firm’s ability to transform technological resources into relational capabilities. This study contributes to the CRM literature by addressing the “black box” between technology adoption and firm performance through a capability-based perspective. It also integrates resource-based and dynamic capability views in explaining how SMEs leverage digital technologies to achieve sustainable competitive advantage. Practically, the study suggests that SMEs should not only invest in digital CRM systems but also develop internal capabilities to effectively manage customer relationships. The findings provide strategic insights for SMEs seeking to maximize the benefits of digital transformation in increasingly competitive markets.
Co-Authors Abd Muis Achmad Ridha Adriansyah Adriansyah Adriansyah Adriansyah Ahmad Ahmad Alisyahbana, Andi Naila Quin Azisah Anastasya, Lidya Andi Ariyani Hardianti Andi Naila Quin Azisah Alisyahbana Andi Rahmatullah Mangga Andika Isma Anisatun Humayrah Rais Annisa Ramadhani ARDIANSYAH ARDIANSYAH Azlan Azhari Bahri, Nur Alim Betania Kartika Muflih Betania Kartika Muflih Betania Kartika Muflih Ely Siswanto Erwin Erwin Faidil, Muh Fina Ruzika Zaimar Fina Ruzika Zaimar Hardiyanti, Andi Ariyani Hasan, Handayani Hasisa Haruna Hasnidar Hasnidar Hery Maulana Arif Hery Maulana Arif Hery Maulana Arif Indri Iswardhani Isma Azis Riu Kong Chantha Leny Yuliana Lidya Anastasya Lidya Anastasya Mangga, Andi Rahmatullah Negara, Satria Putra Jaya Novia Fitri Ramadani Nulthazam Sarah Nur Fadilah Ayu Sandira Nurhayani Nurhayani nurhayani Rahmat, Muhammad Rijal Alim Rahmi R, Nurazizah Rakib Sibiti, Raudatul Jannah Rostina S, Samsu Alam Sri Astuti Nasir Sudarmiatin Syarifuddin, Nur Aliyah Ummul Khaerani Yusuf, Yulia Yunita Zaimar, Fina Ruzika Zainuddin S