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All Journal Paradigma : Journal of Science, Religion and Culture Studies MAKNA: Jurnal Kajian Komunikasi, Bahasa dan Budaya Akrab Juara : Jurnal Ilmu-ilmu Sosial Jurnal Pewarta Indonesia Jurnal Komunikasi dan Budaya TEKIBA : Jurnal Teknologi dan Pengabdian Masyarakat JURIS (Jurnal Ilmiah Syariah) Journal of Educational Management Research Artinara
Afrina Sari
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Religion Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Medicine & Pharmacology Social Sciences Other

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Journal : JURIS (Jurnal Ilmiah Syariah)

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Addressing MSMEs Customer Complaints in Indonesia’s Digital Economy: Insights from Sharia and Consumer Protection Law Astuti, Miguna; Mardiatmi, Anastasia Bernadin Dwi; Sari, Afrina; Dewi, Fransisca Iriani Roesmala
JURIS (Jurnal Ilmiah Syariah) Vol 23, No 2 (2024)
Publisher : Universitas Islam Negeri Mahmud Yunus Batusangkar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31958/juris.v23i2.13216

Abstract

This study examines MSME customer segmentation based on complaint behavior and the influence of Recency, Frequency, and Monetary (RFM) metrics. It integrates consumer protection law in Indonesia and sharia principles to address customer complaints. Using a mixed-method approach, quantitative analysis of RFM data and descriptive segmentation were combined with qualitative normative legal analysis. Data collection involved online and offline surveys in the Jabodetabek area using structured questionnaires covering RFM metrics, demographics, and complaint patterns. Findings reveal that 35.57% of MSMEs 4.0 customers belong to the "Faithful Customers" segment, characterized by loyalty despite limited financial contributions, crucial for business sustainability. Most customers, particularly younger and low-income groups, exhibit passive complaint behavior, favoring informal expressions of dissatisfaction over formal mechanisms. This highlights the need for strategies that prioritize emotional engagement and non-confrontational feedback to enhance retention and satisfaction. From the perspectives of Indonesian consumer protection law and sharia law, MSMEs must provide effective complaint channels and uphold fairness, transparency, and deliberation. These principles are vital for maintaining customer trust and ensuring long-term business success, emphasizing the importance of aligning customer engagement with ethical and legal standards.
Co-Authors Achmad Jaelani Achmad Jamil Ahmad Toni, Ahmad Aida Vitayala Hubeis Aida Vitayala Hubeis Amiruddin Saleh Astuti, Miguna Bernadin Dwi M Danil Arifaini Dipa Teruna Awaludin Fransisca I. R. Dewi Hermansyah Hermansyah Jati, Rocky Prasetyo Luthpiyah Juliandara Margaretha, Lusyane Nawiroh Vera Prudensius Maring Randy, David Sri Hesti Meilasari Umaimah, Umaimah Winaya Purwanti