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All Journal JURNAL PENDIDIKAN JASMANI DAN OLAHRAGA Justek : Jurnal Sains Dan Teknologi JURTEKSI KOMPUTA : Jurnal Ilmiah Komputer dan Informatika Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat COLLASE (Creative of Learning Students Elementary Education) Jurnal Teknologi Dan Sistem Informasi Bisnis ILKOMNIKA: Journal of Computer Science and Applied Informatics International Journal of Advances in Data and Information Systems Jurnal Computer Science and Information Technology (CoSciTech) Jurnal Abmas Negeri (JAGRI) TIERS Information Technology Journal Jurnal Minfo Polgan (JMP) Indonesian Journal of Digital Business Joong-Ki : Jurnal Pengabdian Masyarakat Data Sciences Indonesia (DSI) Journal of Scientific Research, Education, and Technology Jurnal Ilmiah Pengabdian dan Inovasi Madani: Multidisciplinary Scientific Journal Jurnal E-bussiness Institut Teknologi dan Bisnis Muhammadiyah Polewali Mandar Joong-Ki Jurnal Transformasi Bisnis Digital The Indonesian Journal of Computer Science Impression : Jurnal Teknologi dan Informasi Jurnal Cendekia Ilmiah Ulil Albab Joong-Ki INOVTEK Polbeng - Seri Informatika Journal of Information Technology Jurnal Pengabdian Masyarakat IPTEKS
Rangga Gelar Guntara
Universitas Pendidikan Indonesia
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Pengaruh E-CRM dan E-Service Quality terhadap Customer Loyalty melalui Customer Experience Velisa Stevannie; Btari Mariska Purwaamijaya; Rangga Gelar Guntara
Jurnal E-bussiness Institut Teknologi dan Bisnis Muhammadiyah Polewali Mandar Vol 5 No 1 (2025): Jurnal E-bussiness Institut Teknologi dan Bisnis Muhammadiyah Polewali Mandar
Publisher : Pusat Penelitian dan Pengabdian Masyarakat ITBM Polman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59903/ebussiness.v5i1.179

Abstract

Pertumbuhan pesat industri transportasi online di Indonesia menimbulkan tantangan besar bagi perusahaan untuk mempertahankan loyalitas pelanggan, terutama di tengah persaingan ketat dengan layanan serupa seperti Gojek dan Grab. Penelitian ini bertujuan untuk menganalisis pengaruh Electronic Customer Relationship Management (E-CRM) dan kualitas layanan elektronik (e-service quality) terhadap loyalitas pelanggan (customer loyalty), dengan pengalaman pengguna (customer experience) sebagai variabel mediasi, dalam konteks penggunaan aplikasi MyBluebird milik PT Blue Bird Tbk. Pendekatan penelitian yang digunakan adalah kuantitatif dengan jenis penelitian kausal. Data diperoleh melalui penyebaran kuesioner online kepada 228 responden yang merupakan pengguna aktif aplikasi MyBluebird. Analisis data dilakukan menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) melalui software SmartPLS 4. Hasil penelitian menunjukkan bahwa E-CRM dan e-service quality memiliki pengaruh positif dan signifikan terhadap customer loyalty baik secara langsung maupun tidak langsung melalui customer experience. Selain itu, customer experience terbukti memiliki pengaruh positif terhadap customer loyalty, sekaligus memediasi hubungan antara E-CRM dan e-service quality terhadap customer loyalty. Temuan ini mempertegas bahwa pengalaman pelanggan yang positif merupakan faktor krusial dalam membentuk loyalitas di era digital. Penelitian ini memberikan kontribusi teoretis dalam memperluas kajian loyalitas pelanggan dalam konteks transportasi online serta memberikan rekomendasi praktis bagi PT Blue Bird Tbk untuk meningkatkan strategi E-CRM dan kualitas layanan digital melalui penciptaan pengalaman pengguna yang lebih personal, aman, dan memuaskan
Sentiment Analysis of LinkAja Digital Wallet Application Reviews on Google Play Store using Transfer Learning IndoBERT Sandy Sanjaya; Rangga Gelar Guntara; Syti Sarah Maesaroh
Journal of Innovation and Technology Polbeng Series on Informatics (INOVTEK Polbeng - Seri Informatika) Vol. 10 No. 3 (2025): November
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/afjx7b16

Abstract

The LinkAja digital wallet receives an average rating of 3.5 on the Google Play Store despite having a higher number of user reviews than its competitors, indicating a strong need for data-driven evaluation of user satisfaction. This study performs sentiment classification on LinkAja user reviews using the IndoBERT model implemented within the CRISP-DM framework. A total of 1,483 reviews posted from January 1 to May 31, 2025, were analyzed through automatic labeling using a pretrained IndoBERT sentiment model and validated using an 80:20 hold-out scheme. Model performance was evaluated using accuracy, the F1 score, and the Matthews Correlation Coefficient (MCC) to address class imbalance. The results show high classification performance with 95% accuracy, a macro F1-score of 0.92, a weighted F1-score of 0.94, and an MCC of 0.90. Sentiment distribution reveals a dominance of negative sentiments at 59.5%, followed by positive (26.1%) and neutral (14.4%) sentiments. Theoretically, this study reinforces the superiority of IndoBERT over conventional machine learning methods for Indonesian sentiment analysis. Practically, the findings provide actionable insights into service improvements, particularly regarding transaction stability and system reliability.
Comparative Analysis of Machine Learning Models for BUMN Bank Stock Sentiment Classification During Danantara Formation Period Hafizha Nurul Qolby; Rangga Gelar Guntara; Syti Sarah Maesaroh
Journal of Innovation and Technology Polbeng Series on Informatics (INOVTEK Polbeng - Seri Informatika) Vol. 10 No. 3 (2025): November
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/91z79392

Abstract

Discussions about state-owned bank stocks (BBRI, BBNI, and BMRI) on platform X intensified during the formation of Danantara. However, the correlation between social media sentiment and stock movements remains weak due to high noise levels and potential buzzer activity. This study combines sentiment and text similarity analyses (cosine similarity) to identify repeated communication patterns in discussions related to state-owned bank stocks. A total of 1,086 tweets were manually labeled and verified by two independent validators Text features were represented using TF–IDF and evaluated through four classical machine learning algorithms: Naïve Bayes, Logistic Regression, Support Vector Machine, and XGBoost. The model was validated using a hold-out scheme (80:20) and assessed with a confusion matrix. The sentiment distribution of the dataset shows 53% negative and 47% positive tweets Logistic Regression achieved the highest accuracy of 66%. The cosine similarity analysis identified 1.8% of tweets with similarity ≥0.90, indicating limited recurring communication patterns. These findings suggest that integrating sentiment and text similarity analyses can serve as an initial approach to detect indications of coordinated activity and to understand public opinion dynamics toward state-owned bank stocks.
Pelatihan Smartphone Videografi untuk Meningkatkan Keterampilan Wirausaha Siswa SMA di Tasikmalaya Muhammad Rizki Nugraha; Muhammad Dzikri Ar Ridlo; Nugraha Adhi Pratama; Adi Prehanto; Rangga Gelar Guntara; Adam Hermawan; Syti Sarah Maesaroh; Asep Nuryadin; Btari Mariska Purwaamijaya
Jurnal Pengabdian Masyarakat IPTEKS Vol. 11 No. 2 (2025): PENGABDIAN MASYARAKAT IPTEKS
Publisher : Universitas Muhammadiyah Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Dalam era digital, video marketing telah menjadi alat penting dalam membangun kepercayaan konsumen dan meningkatkan daya saing bisnis. Namun, siswa SMA di Tasikmalaya yang memiliki minat dalam kewirausahaan masih menghadapi keterbatasan keterampilan teknis dan pemahaman strategi pemasaran digital berbasis video. Kegiatan pengabdian ini bertujuan untuk membekali siswa dengan kemampuan videografi berbasis smartphone sebagai sarana promosi usaha yang kreatif dan efektif. Metode pelaksanaan meliputi pelatihan interaktif, praktik langsung pembuatan video promosi, serta pendampingan dalam proses editing dan publikasi konten. Melalui pendekatan berbasis praktik, peserta belajar memproduksi video dengan memanfaatkan fitur smartphone dan memahami prinsip dasar digital marketing. Hasil kegiatan menunjukkan peningkatan signifikan dalam keterampilan teknis, kreativitas, serta kemampuan siswa dalam memanfaatkan media sosial sebagai alat branding dan promosi usaha. Pelatihan ini diharapkan dapat menjadi model pengembangan kompetensi digital di sekolah serta mendukung kesiapan generasi muda dalam menghadapi tantangan kewirausahaan di era industri kreatif.
Co-Authors Adam Hermawan Adam Hermawan Adi Prehanto Alifia Fatimatun Nazya Andrian Wijaya Anugerah Tirta Kenanga Unggul Mitra Mandiri Asep Nuryadin Az Zahra Maulaa Habiibah Az Zahra Maulaa Habiibah Benyamin Hartanto Btari Mariska Purwaamijaya Daud Fernando Dede Akhmad Nawawi Elis Solihati Fariha Nilan Fazry Rachman Susanto Ferdiansyah Frans Budi Kashira Hafizha Nurul Qolby Hafizha Nurul Qolby Herdiana, Oding Khoirotun Hisan Krisna Sujaya Laras Bellaning Restu M. Yakub Maesaroh, Syti Sarah Mesa Rahmi Stephani Michael Abraham Siahaan Moch Gan-gan Sidiq Muhammad Dzikri Ar Ridlo Muhammad Dzikri Ar Ridlo Muhammad Farhan Hanif Effendi Muhammad Naufal Nurfirmansyah Muhammad Rahmanda Muhammad Rijal Wahid Muharram Muhammad Rizky Ginanjar Muhammad Ukasyah Najla Khairunnisa Nandang Rusmana Naufal Dzakwan Ramadhan Novian Rachman Iskandar Nugraha Adhi Pratama Nugraha, Muhammad Rizki Nur Azizyah Putri Dewita Nur, Lutfi Oding Herdiana Riska Aprilia Rizky Ditya A Rachman Rosarina Giyartini Rudi Salam Sandy Sanjaya Sandy Sanjaya Soni Santana Stella Kova Suci Ramasiah Suci Ramasiah Suryana, Dodi Teuku Khairul Amri Varinia Azkarin Varinia Azkarin Velisa Stevannie Yogi Ilham Fiqriansyah yogi prasetyo