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All Journal Journal of Business and Management The Asian Journal of Technology Management (AJTM) Journal of Social And Economics Research Marketgram Journal Journal of Consumer Study and Applied Marketing Mandalika Journal of Business and Management Studies Journal Integration of Management Studies
Kusumawati, Nurrani
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Journal : Journal Integration of Management Studies

 1 
Factors That Affecting Customer Intention To Use Telemedicine Applications Continuously After Covid-19 Pandemic In Indonesia Fandika, Gilang; Kusumawati, Nurrani
Journal Integration of Management Studies Vol. 1 No. 2 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v1i2.111

Abstract

During the COVID-19 Pandemic, telemedicine has had a high use rate since the government issued a policy limiting people's movement to reduce transmission. It is because telemedicine can be a way to solve this issue since it can provide and support health care when distance separates the users only using electronic communication technologies. However, through this remote assessment, patients and physicians lose the opportunity to interact in person, which might impact doctor-patient communication. Furthermore, covid-19 cases in Indonesia have shown a downward trend, making the government have no regulation limiting people's movement. Now, people can see their physicians directly for some conditions. Therefore, this research will analyze factors influencing customer intention to consult through telemedicine applications and determine which factors more significantly influence customer intention. This research is conducted through a qualitative approach by semi-structured interviews and a quantitative approach by an online survey of customers who ever experience using telemedicine applications. The researcher uses open coding to analyze the interview result and descriptive statistics and PLS-SEM to analyze the survey result. The author gets seven respondents from interviews and 317 from online surveys. The results indicate that perceived benefit, satisfaction, saving time, saving cost, and performance expectancy influence customer intention to use telemedicine applications continuously. Furthermore, satisfaction and saving costs are the factors that significantly influence customer intention to use telemedicine applications continuously. The finding of this research is expected to give insight into telemedicine applications in Indonesia about making their strategies to enhance their customer intention to use continuously.
Investigating the Impact of Service Quality on Customer Satisfaction and Subsequent Customer Loyalty in Bank Jago Siregar, Rachael Gracella Veronita; Kusumawati, Nurrani
Journal Integration of Management Studies Vol. 1 No. 2 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v1i2.113

Abstract

In an increasingly competitive banking industry, it is important for banks to understand consumer satisfaction and build consumer loyalty in order to maintain market share and achieve sustainable growth. This research focuses on Bank Jago users, with the aim of analyzing the relationship between service quality, consumer satisfaction, and consumer loyalty in that context. This study uses a quantitative approach with purposive sampling method to collect and analyze data from 318 respondents who are Bank Jago users in the Bandung and Jabodetabek areas who have experience using Bank Jago services for at least 1 year. The data collection method was conducted through a questionnaire-based survey that was disseminated to a sample of bank users. The collected data were then analyzed using descriptive statistics and PLS-SEM to test the relationship between the observed variables. The results of the analysis show that service quality, especially in the indicators of Efficiency, Responsiveness, Site Organization, and User Friendliness provided by Bank Jago has a positive effect on customer satisfaction. The higher the quality of services provided by the bank, the higher the level of satisfaction felt by users. In addition, this study also revealed that consumer satisfaction has a positive influence on consumer loyalty in Bank Jago users. In other words, the more satisfied users are with the banking services provided by Bank Jago, the more likely they are to remain loyal as Bank Jago users in the future. This research makes an important contribution to Bank Jago in understanding the factors that affect the satisfaction and loyalty of their users. The findings of this research can be the basis for Bank Jago to improve the quality of their services, optimize user experience, and maintain consumer loyalty amid intense banking industry competition. In addition, this research also contributes to a broader understanding of the importance of service quality in creating consumer satisfaction and building consumer loyalty in the context of the banking industry.
Harmonizing Algorithms and User Satisfaction: Evaluating The Impact of Spotify's Discover Weekly on Customer Loyalty Natasha Janice; Nurrani Kusumawati
Journal Integration of Management Studies Vol. 2 No. 2 (2024)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v2i2.168

Abstract

Integrating artificial intelligence (AI) in music streaming platforms has significantly transformed user experiences, with personalized features playing a key role. This study investigates the impact of Spotify's "Discover Weekly" feature on Indonesian users' satisfaction and customer loyalty. The research examines how the quality of service experience, perceived usefulness, and user engagement interplay to influence the effectiveness of "Discover Weekly" in enhancing user experience and fostering loyalty to Spotify. Using a mixed-methods approach, the study utilizes qualitative analysis through automated coding with Nvivo software (18 respondents) and quantitative analysis using Partial Least Squares Structural Equation Modeling (PLS-SEM) with 397 respondents. The target demographic is Generation Z, familiar with or using the "Discover Weekly" feature. Findings reveal a significant positive impact of service quality experienced through "Discover Weekly" on user satisfaction and subsequent loyalty to Spotify. Additionally, there is a strong positive relationship between user satisfaction and word-of-mouth promotion, suggesting that satisfied users are more likely to recommend "Discover Weekly" to others. Recommendations include enhancing playlist discoverability, refining music content, and encouraging positive word-of-mouth promotion. Future research should explore personalized playlists on other platforms, analyze different demographic profiles, and evaluate additional features offered by Spotify to provide a broader understanding of user experience and loyalty dynamics.
Co-Authors Ali, Alwi Arrahim, Dzikry Ayuning Gitafitri, Betari Azzahra, Talitha Radhiyya Belliza, Azka Fandika, Gilang Journey Firdausy Arasyi Marshella Tristandinata Mokobombang, Muhammad Ghiffary Nadinta, Puti Shalia Natasha Janice Prameswari, Tyara Zeta Pratiwi, Anastasia Galuh Siregar, Rachael Gracella Veronita Soedibyo, Abigail Syaqufa, Ambarin Vanessa Gloria Wiraputra, Rafif