Article Per Year (5 Year)
p-Index From 2021 - 2026
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All Journal Indonesian Journal of Electrical Engineering and Computer Science International Journal of Digital Marketing Science
Alfaiza, Salsabila Aisyah
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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An analysis of CRM practices in the telecommunication industry in Iraq Hosam Alden Riyadh; Salsabila Aisyah Alfaiza; Abdulsatar Abduljabbar Sultan; Munadil K. Faaeq; Radyan Dananjoyo
Indonesian Journal of Electrical Engineering and Computer Science Vol 23, No 1: July 2021
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijeecs.v23.i1.pp453-462

Abstract

Today, concerning the capacityto react straight for wardly to client demands and offer the client a profound experience that is customized and interactive, organizations in the telecommunication industry must have the capacity toset up, support and continue the connections toward long-term clients. This study attempts to analyze and observe the customer relationship management (CRM) practices that affectfirm performance telecommunication corporations. Thus, the study employed a qualitative method, the primary data were obtained using the questionnaire and the respondents consisted of 100 people. The results propose that customer relationships' management factors included the gathering of information, the processing of data, the management of information, the loyalty of customers, and the retention of customers with significantly related to the performance of a firm in the industry of telecommunication in Iraq.
The Impact of TikTok eWOM on Fore Coffee Purchase Intention in Bandung Ramadhan, Ilham Agsan; Hidayah, Riski Taufik; Alfaiza, Salsabila Aisyah
International Journal of Digital Marketing Science Vol. 2 No. 2 (2025)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijdms.v2i2.1496

Abstract

This study investigates how electronic word of mouth (eWOM) on TikTok influences consumers' purchase intention toward Fore Coffee products in Bandung, Indonesia. Given the platform’s dominance among Gen Z and millennials, TikTok-based eWOM is a key digital marketing element for local brands. Using a quantitative method, data were collected through an online survey of 390 respondents who had seen TikTok content related to Fore Coffee. The research employed Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationships among information quality, quantity, credibility, usefulness, adoption, and purchase intention. The results show that all dimensions of eWOM significantly affect information usefulness. In turn, information usefulness positively influences information adoption, which subsequently drives purchase intention. These findings affirm the relevance of the Information Adoption Model (IAM) in a short-form video context. This study contributes to digital consumer behavior literature by applying the IAM to TikTok, a platform characterized by user-generated content and rapid engagement cycles. The research offers practical insights for brands to enhance content credibility and usefulness in order to strengthen consumer intent to purchase.
Co-Authors Abdulsatar Abduljabbar Sultan Hosam Alden Riyadh A.Alazeez Munadil K. Faaeq Radyan Dananjoyo Ramadhan, Ilham Agsan Riski Taufik Hidayah