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All Journal Jurnal Administrasi Bisnis Wacana, Jurnal Sosial dan Humaniora PROFIT : Jurnal Administrasi Bisnis Jurnal Manajemen Teori dan Terapan Journal of Information Systems Engineering and Business Intelligence Management and Economics Journal (MEC-J) JURNAL MANAJEMEN BISNIS Maker: Jurnal Manajemen Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Journal of Digital Marketing and Halal Industry BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Surakarta Management Journal Automotive Experiences
Edy Yulianto
Unknown Affiliation
Aerospace Engineering Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mechanical Engineering Social Sciences

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From Recall to Commitment: The Influence of Distributive Justice and Severity Recall on Affective Trust and Corporate Reputation in the Automotive Sector Astira, Ameylia Ayu; Yulianto, Edy; Rahimah, Anni
Jurnal Manajemen Teori dan Terapan| Journal of Theoretical and Applied Management Vol. 18 No. 1 (2025)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jmtt.v18i1.66154

Abstract

Objective: Widespread product recalls present a significant challenge in the global automotive industry, often leading to reputational damage and a decline in customer loyalty. Understanding how customers respond after a recall is essential, particularly in determining whether their commitment diminishes or remains intact. This study examines the influence of distributive justice, recall severity, affective trust, and corporate reputation on the affective commitment of customers who have experienced an automotive product recall for repair. The theoretical framework for this study is based on Rawls’ theory, social exchange theory, resource advantage theory, and attribution theory. Design/Methods/Approach: Data for this study were collected through an online questionnaire, with a total of 220 eligible respondents participating. The study utilizes partial least s equation modeling (PLS-SEM) to analyze the impact of distributive justice and recall severity on consumers' affective trust, company reputation, and affective commitment. Findings: This study found that distributive justice and recall transparency enhance affective trust and corporate reputation, ultimately strengthening customer commitment. A fair and transparent recall strategy can transform a crisis into an opportunity to foster loyalty. Originality/Value: The originality of this research lies in its exploration of previously unexamined interrelationships among variables in the context of automotive product recalls. Additionally, the inclusion of these specific variables offers a more accurate and comprehensive understanding from the consumer's perspective. Practical/Policy implication: Our research provides automotive companies with a strategic framework to turn product recalls into opportunities by leveraging personalized communication, enhancing service quality, implementing systematic problem-solving, and fostering trust-building initiatives. These strategies help sustain customer relationships during recalls by emphasizing emotional engagement, rigorous vehicle inspections, transparent communication, and community-driven programs.
Modeling AI-Chatbot Service Quality and Purchase Intention: Mediating Mechanisms and the Moderating Role of Intrusiveness Syarifudin, Muhammad; Yulianto, Edy; Nugroho L.I.F, Agung
Journal of Digital Marketing and Halal Industry Vol. 6 No. 2 (2024)
Publisher : Fakultas Ekonomi dan Bisnis Islam UIN Walisongo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21580/jdmhi.2024.6.2.27893

Abstract

The rapid integration of AI-powered chatbots in e-commerce has reshaped how digital service quality influences consumer behavior. However, limited studies have examined how chatbot service quality impacts purchase intention through internal psychological mechanisms, particularly under the influence of perceived intrusiveness. This study investigates how AI-chatbot service quality affects consumer purchase intention, mediated by user trust, consumer experience, consumer engagement, and perceived privacy risk, and moderated by perceived intrusiveness. Employing the Stimulus–Organism–Response (S–O–R) framework, this research applies a quantitative explanatory method using a survey of 387 Zalora Indonesia users who have interacted with the platform’s AI chatbot. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS 4. The results show that chatbot service quality significantly enhances user trust, experience, and engagement, while reducing perceived privacy risk. These organism-level variables significantly influence purchase intention: trust, experience, and engagement positively, while privacy risk negatively. Moreover, perceived intrusiveness significantly strengthens the relationship between service quality and consumer experience. The findings offer new insights into the psychological pathways of AI-based service interaction and provide theoretical contributions to the S–O–R framework. Practically, the study guides e-commerce platforms in developing AI-chatbot systems that are not only efficient but also psychologically acceptable to users.  
User Experience as a Predictor of E-commerce Continuation Intention in Indonesia: Examining the Role of Shopping Orientation as a Moderator Widyaningrum, Premi Wahyu; Astuti, Endang Siti; Yulianto, Edy; Mawardi, Mukhammad Kholid
Journal of Information Systems Engineering and Business Intelligence Vol. 11 No. 2 (2025): June
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jisebi.11.2.187-199

Abstract

Background: The integration of Stimulus-Organism-Response (SOR) framework and Technology Acceptance Model (TAM) is still in need of improvement, particularly in studies examining individual behavior in Indonesian e-commerce context. A common challenge in e-commerce adoption is individual willingness and intention to adopt, which is influenced by previous user experience. Consequently, there is a need for the establishment of standard to measure user experience in e-commerce.  Objective: This study aims to measure the post-adoption experience of e-commerce user, which will shape attitude and influence future continuance intention (CI).  Methods: This study integrated SOR and TAM frameworks, followed by the collection and analysis of data from 263 respondents using Structural Equation Modeling-Partial Least Squares (SEM-PLS). Among the four hypotheses proposed, two represented novel contributions to the existing literature.  Results: The results showed a positive and significant influence of Interaction Experience (IE), Sense Experience (SE), and Flow Experience (FE) on Attitude Toward Using (ATU). The data analysis also indicated a positive and significant effect of ATU on Continuance Intention (CI). However, the influence of ATU on CI became insignificant when moderated by Shopping Orientation (SO).  Conclusion: Based on the results, not all hypotheses proposed in this study are supported. However, the results provide both theoretical and practical contributions.  Keywords: SOR, TAM, User Experience, Continuance Intention, e-commerce 
Co-Authors . Ratnasari . Suharyono . Sunarti . Wilopo Abdullah B, Muhammad ACHMAD FAUZI Achmad Fauzi DH Achmad Fauzi DH Achmad Salim Adi Prawiranata Agita Kristian Yudhanto Alanna Alia Hannantyas Alfredo Slamet Saputro Alifta Prajna Suyoso Andriani Kusumawati Andy Kurniawan, Andy Ani Lestari Aniesa Samira Bafadhal Anik Mei Darwati Anni Rahimah Astira, Ameylia Ayu Azmy Maulida Kurniawati Beyhaki Beyhaki Bimo Taufan Perwira Bony Yosua Setyaleksana Choirul Umamy Cindy Mei Alfionita Cory Caroline R.M Dahlan Fanani Della Andini Deni Dwi Prasetyo Dermawan, Totok Dian Wulan Fitriani Dicky Pratama Diestutiace Lucky Puspita Dimas Fauzie Dina Setio Charity Dya Ana Pamartha Eka Intan Kumala Putri Eka Wulansari Elzagi, Verliana Endang Siti Astuti Endhar Widjaya Putra Ermawan Galih Prasetya Eviyani, Estin Rose Fadhila Madevi Fahmi Agus Fahruddin Febe Yustina Setyningrum Febiana, Anjela Rini Feisal Abidin Gabriella Claudia Garit Suhendra Gery Gantara Hendra, Joni Hendri Apriyandani Hendro Eko Yulianto Hermawant, Romy Husein Azis Rifai Ivana Kubrowati Januarisya Respati Jason, Jason Jesty, Jesty Jihan Khalida Kadarisman Hidayat Kansa Khairunissa Karisma Sri Rahayu Lie, Deviana Lily Purwianti Luthfi Imam Fahrudi, Agung Nugroho M. Fatkhul In’am M. Kholid Mawardi Marina Intan Pertiwi Ma’rifatul Jamilah Melissa Melissa Merry Bella Febriana Miftah Khoirudin Mitha Febriana Moch. Zulkifli Machmud Mochammad Al Musadieq Mohammad Iqbal Muhamad Bima Herstyana Putra Muhammad Fauzy Syarifuddin Muhammad Syarifudin Muhаmmаd Erlаndy Hаekаl Mukhammad Kholid Mawardi Mukhammad Kholid Mawardi Nadiah Yusfita Nadiastika Hayyuna Zahra Naimah, Mutiara Kamilatu Nina Wachyu Ningsih Noerman, Teuku Novia Dessy Kartikasari Nugroho L.I.F, Agung Nugruho, Agung Nuri Luluk Khusnaeni Nurul Khayatin Pangestuti, Edriana Premi Wahyu Widyaningrum Puspa Ratnaningrum Suwarduki Radito Ibam Suseno Rahman Utami, Siti Yolanda Renandho Raditya Abdullah Reyhan Sinatrya Feiz Rezza Aulia Putra Riska Prinadi Risvi, Hellena Rizqy Aziz Basuki Saraswati, Wahyulia SATRIYAS ILYAS Sella Widya Prafajarika Sentanu, I Gede Eko Sri Setiawan, Afif Mahardika Solly Aryza Srikandi Kumadji Stephen Intyaswono Sudjatno, Agus Suhendro, Budi Sunarti Sunarti Supriono Supriono Suroso Suroso Swasta Priambada Tadya Aulia Utami Tri Аtmаdi Nugroho Tyas Purwitasari Vega Camelia Mohani Wahyu Prasetyo Wilopo Wilopo Wilopo Wilopo Winnugroho Wiratman, Manfaluthy Hakim, Tiara Aninditha, Aru W. Sudoyo, Joedo Prihartono Wirgiyanto, Ign Agus Purbhadi Wis Kurniawati Sene Wisnu Yuwono Yeronica, Fernanda Yogi Wahyu Prasetyo Yuni Arta Brilliani Yuni Eko Sevianingsih Yusri Abdillah Yustinus Purwamargapratala zainu Arifin ZAINUL ARIFIN Zulfida Zulfіda