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All Journal International Journal of Economics Development Research (IJEDR) Iqtishadia: Jurnal Kajian Ekonomi dan Bisnis Islam Jurnal Impresi Indonesia Journal of Islamic Economics and Business Journal of Economic, Business & Accounting Research Interaction, Community Engagement, and Social Environment Journal of Socio-Cultural Sustainability and Resilience Journal of Entrepreneurial Economics
Nissa Ghulma Ratnasari
Management Department Faculty Of Economics And Business Universitas Indonesia
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Customer Journey and Experience in Railways Public Transport: A Systematic Literature Review and Subsequent Research Agenda Ratnasari, Nissa Ghulma
International Journal of Economics Development Research (IJEDR) Vol. 5 No. 6 (2024): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i1.6787

Abstract

Customer journey has become an increasingly important concept for understanding complex customer behaviour and gaining insights into their experiences. While this term has been used in various disciplines since the 1990s and has evolved. This paper adopts a stream-based systematic review approach to identify the underlying themes of the customer journey presented in the business literature through 2024. Initial set of search keywords are “customer journey” or “consumer journey”. And then “railways” or “rails”, as additional search string. 82 relevant papers were taken from Scopus for analysis. Linking the user customer journey in public transportation is crucial today. This study aims are (1) mapping existing studies on customer journey analysis in the railway industry, including reference journal sources, study context, country of origin and year of publication of bibliographic journals (previous research), (2) compiling definition terminology regarding customer journey stated by previous researchers' thoughts, (3) identifying important variables that influence customer experience throughout their journey on the train, (4) mapping existing studies on customer journey analysis in the railway industry, based on the approaches that have been developed in, (5) classifying studies related to customer journey in railways, related to research methods that have been used in previous research, (6) provide topics and previous research results that can be used as a framework by researchers and practitioners as a reference in developing service improvement strategies in the railway industry (7) identify research gaps that can be the basis for further research related to customer journey analysis in this sector. For methodology, methodological diversity in research that includes exploration, description, experimentation, and causal analysis. The positivist paradigm dominates, but there is a balance with the interpretivist paradigm in more exploratory studies. The inductive approach is often used for exploratory studies, while deduction is more suitable for testing existing theories. So now, the relevance of the importance of the presence of public transportation is increasing day by day in the activities of modern society. The development of public transportation in developing countries is getting higher, in line with population growth through urbanization.
The influence of information quality in user-generated content (UGC) behavioral intention to revisit: The mediating role of destination image (a study on Lampung as a tourism object) Hadrian, Muhammad Cyril; Ratnasari, Nissa Ghulma
Interaction, Community Engagement, and Social Environment Vol. 3 No. 1: (July) 2025
Publisher : Institute for Advanced Science Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/icese.v3i1.2025.2041

Abstract

Background: This study aims to investigate the mediating effect of perceived destination image on the relationship between information quality in user-generated content (UGC) and behavioral intention, with a focus on the intention to revisit Lampung as a tourist destination, while extending the Stimulus-Organism-Response (SOR) model by Mehrabian and Russel. Methods: Based on the tourism context in Lampung, a total of 283 valid responses from domestic tourists were collected and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the research hypotheses. Findings: The indirect path analysis results show that cognitive image significantly mediates the relationship between representational information quality and social information quality on behavioral intention to revisit, while affective image serves as a significant mediator in the relationship between representational information quality and contextual information quality on behavioral intention to revisit. Interestingly, this study also found that intrinsic information quality has a significant direct effect on behavioral intention to revisit. Conclusion: These findings contribute significantly to understanding how destination image influences tourists' perceptions of different types of information quality in shaping their intention to revisit, while also highlighting the complex interplay between humans and technology in the context of tourism. Novelty/Originality of this article: This study extends the Stimulus-Organism-Response (SOR) model by examining the mediating role of cognitive and affective destination images between different dimensions of UGC information quality and tourists’ behavioral intention to revisit.
Full-Fledged VS Islamic Bank Windows: Which One Do Muslim Consumers Know Better and Prefer More? Ratnasari, Nissa Ghulma; Hati, Sri Rahayu Hijrah; Chalid, Dony Abdul
IQTISHADIA Vol 14, No 2 (2021): IQTISHADIA
Publisher : Ekonomi Syariah IAIN Kudus

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21043/iqtishadia.v14i2.9967

Abstract

The study aims to compare the knowledge of and preference for the Islamic banking window and the full-fledged Islamic bank among Muslim customers. Data were collected from 1171 banking clients. Data were analyzed using descriptive analysis. The results show most Muslim customers do not know the difference between the full-fledged Islamic bank and the Islamic banking window. Yet, most Muslim customers favor the full-fledged Islamic bank to the Islamic windows since it is perceived to be more sharia compliant. Thus, the study theoretically contributes to Muslim banking behavior literature by providing empirical evidence on customer knowledge and preference in choosing an Islamic bank. Besides, the study provides knowledge to both the Islamic bank windows and full-fledged Islamic bank on the Muslim customers' understanding of both channels' availability.
Factors influencing online return intention mediated by post-purchase dissonance: A study of shopee users during double-date promotional campaigns Elmyana Fatikhasari; Nissa Ghulma Ratnasari
Journal of Economic, Business & Accounting Research Vol. 4 No. 1: (July) 2026
Publisher : Institute for Advanced Science Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/jembar.v4i1.2026.3702

Abstract

Background: High-intensity promotional campaigns like "double-date" sales have significantly increased product returns in e-commerce, posing logistical and environmental challenges. This study examines the drivers of Online Return Intention (ORI) among Shopee users in Java Island, Indonesia. Methods: Using a quantitative approach, data were collected from 163 respondents in Java via purposive sampling. Hypotheses were tested using Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the proposed research hypotheses and examine the indirect path relationships. Findings: Results indicate that information overload and impulsive buying do not directly influence online return intention but have a significant indirect effect through post-purchase dissonance mediation. Surprisingly, electronic word-of-mouth and perceived environmental efficacy do not significantly impact online return intentions in this context. Conclusion: Psychological discomfort is the primary driver of online return intention. However, the study identifies that complex return procedures and administrative burdens often discourage consumers from executing returns, despite high dissonance levels. E-retailers should focus on reducing information complexity to minimize post-purchase regret. Novelty/Originality of this article: The research identifies procedural barriers as a decisive factor that disrupts the transition from intention to action, providing a localized refinement of the SOR model within the context of Indonesia’s developing e-commerce landscape.
How Short-Form Travel Videos on TikTok Drive Intention Through Presence, Enjoyment, Flow Experience in Indonesian Gen Z Achmad Azizan Irdinanto; Muhammad Qaishar Fathin; Nissa Ghulma Ratnasari
Journal of Islamic Economics and Business Vol. 6 No. 1 (2026): JIEB: Journal of Islamic Economics and Business
Publisher : Fakultas Ekonomi dan Bisnis Islam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15575/jieb.v6i1.56209

Abstract

The growth of Indonesia's tourism industry encourages fierce competition in the fight for the attention of tourists, especially Generation Z, who allocate around 29 percent of their income to tourism activities. This group makes short-form video content on TikTok the main reference in determining travel destinations. This study aims to examine the influence of the quality of tourism short video information, including information usefulness, information ease of use, and information comprehensiveness, on travel intention through the mediating roles of presence, enjoyment, and Flow experience in Generation Z Indonesia. A quantitative approach with a causal design was applied using purposive sampling of 237 respondents of Generation Z TikTok users in Indonesia. Hypothesis testing was carried out through Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis using SmartPLS. The results showed that information ease of use and information comprehensiveness had a significant effect on presence, while information usefulness did not. The three dimensions of information quality have a positive effect on enjoyment, with information ease of use as the strongest predictor. Flow experience was found to be the strongest predictor in forming travel intention, followed by enjoyment and presence. This study concludes that deep psychological involvement while consuming tourism content is the main catalyst for the birth of the intention to visit domestic destinations in Generation Z Indonesia.
Fostering Entrepreneurship Among Millennials: A Systematic Literature Review Of Trends, Challenges, And Opportunities Nissa Ghulma Ratnasari
Jurnal Impresi Indonesia Vol. 4 No. 7 (2025): Jurnal Impresi Indonesia
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jii.v4i7.6842

Abstract

Entrepreneurship has become a major driver of economic growth and innovation in the modern era. The millennial generation, which is the largest group in the workforce today, has great potential to become successful entrepreneurs. However, they also face unique challenges in starting and growing businesses. This study aims to conduct a systematic review of the literature on trends, challenges, and opportunities in fostering entrepreneurship among millennials. By analyzing the results of previous research, this study seeks to provide a better understanding of how to facilitate and support millennial entrepreneurship, as well as identify areas of advanced research needed to improve the success of millennial entrepreneurs. The initial search keyword series is "entrepreneurship", "entrepreneurial". Then, "millennials", "generation", "youth", are also included as additional search strings. The main objective of this study is to identify and map existing research on millennial entrepreneurship, including the journal sources used. This research has six specific objectives, namely (1) to examine and compile the terminology of research objectives on millennial generation entrepreneurship based on the thoughts of previous researchers, (2) to explain the context of the research conducted by researchers on the topic of millennial generation entrepreneurship, (3) to identify important variables that are the subject of study in previous studies related to millennial entrepreneurship, (4) to classify existing research about entrepreneurship of the millennial generation based on the research methods used. (5) elaborating the discussion of research results and conclusions relevant to the topic of entrepreneurship of the millennial generation, (6) identifying the limitations and practical implications of previous research to answer trends, challenges, and opportunities to fill research gaps that in the future can be a reference for further research on entrepreneurship of the millennial generation. This study emphasizes that entrepreneurship among millennials is a complex and multi-dimensional phenomenon, which is strongly influenced by a combination of personal factors such as individual values, self-efficacy, and expectations, social factors such as cultural norms and social networks, and contextual factors such as the education ecosystem, digital technology, and public policy.
The influence of religio-spiritual insights and advertising antecedent factors on the advertising attitude of Muslim consumers in Indonesia during religious festival Faisal Abyan Hakim; Nissa Ghulma Ratnasari
Journal of Socio-Cultural Sustainability and Resilience Vol. 3 No. 2: January (2026)
Publisher : Institute for Advanced Science, Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/jscsr.v3i2.2026.2356

Abstract

Background: The delivery of an advertisement is crucial, as advertisements aim to attract and influence consumers. This is especially true when targeting a specific group or one with cultural ties, where an advertisement must be meticulously designed to elicit a positive response. This study investigates the influence of advertising antecedent factors on consumer advertising attitude towards the 2025 Ultra Milk Ramadan advertisement. This research identifies five advertising antecedent factors: entertainment, credibility, informativeness, good for economy, and irritation. Furthermore, this study examines the impact of consumers' religio-spiritual insights on advertising attitude, given that Muslim consumers are the primary target audience for this advertisement, set against the backdrop of a religious festival (such as the holy month of Ramadan). Methods: The research model is based on the Theory of Reasoned Action (TRA). This study adopts a quantitative method using Covariance-Based Structural Equation Modeling (CB-SEM) with AMOS 22 software. Primary data was collected through questionnaires distributed via non-probability (judgmental sampling) involving 300 Muslim consumer respondents in Java. Findings: This study finds that two factors significantly influence advertising attitude: entertainment (β = 0.235, t = 1.971, p = 0.049) and informativeness (β = 0.782, t = 3.918, p = <0.001). Conclusion: It is crucial for businesses to design their advertisements to be engaging and to ensure the information contained within them is readily comprehensible to consumer audiences, especially when targeting Muslim consumers during religious festivals. Novelty/Originality of this article: This research focused on Muslim consumers in Indonesia as its respondents, with the Ultra Milk Ramadan 2025 advertisement functioning as the primary research stimulus.
The influence of hedonic shopping motivation on online shopping addiction: A study of the mediating role of exposure to marketing stimuli Adika Yudhistira; Nissa Ghulma Ratnasari
Journal of Entrepreneurial Economics Vol. 3 No. 2: August (2026)
Publisher : Institute for Advanced Science, Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/jane.v3i2.2026.3749

Abstract

Background: The rapid growth of e-commerce has increased online shopping in Indonesia, but excessive shopping may develop into online shopping addiction (OSA). Previous research has mainly examined OSA from psychological perspectives, while the roles of hedonic shopping motivation, marketing stimuli, and shopping frequency remain less integrated. This study examines the effect of hedonic shopping motivation on OSA and the mediating roles of exposure to marketing stimuli and online shopping frequency based on Uses and Gratifications Theory. Methods: A cross-sectional survey was conducted among adult online consumers residing on Java, Indonesia. Of 223 responses collected through an online questionnaire, 160 valid responses remained after data cleaning. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4 and 5,000 bootstrap subsamples. Findings: Hedonic shopping motivation significantly and positively affected OSA. Exposure to marketing stimuli significantly mediated this relationship, as did online shopping frequency. However, sequential mediation through exposure to marketing stimuli and online shopping frequency was not significant. Conclusion: Hedonic shopping motivation contributes to OSA directly and through marketing exposure and shopping frequency. The findings highlight the importance of considering both internal motivations and external marketing stimuli in understanding problematic online shopping behavior. Novelty/Originality of this article: This study integrates hedonic shopping motivation, marketing stimuli, and online shopping frequency into a mediation model of OSA within the Uses and Gratifications Theory framework among adult online consumers in Java, Indonesia.
Co-Authors Achmad Azizan Irdinanto Adika Yudhistira Dony Abdul Chalid Elmyana Fatikhasari Faisal Abyan Hakim Hadrian, Muhammad Cyril Hati, Sri Rahayu Hijrah Luh Putu Ratna Sundari Muhammad Qaishar Fathin