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All Journal Jurnal Algoritma Jurnal Teknologi Informasi dan Ilmu Komputer JAIS (Journal of Applied Intelligent System) CESS (Journal of Computer Engineering, System and Science) Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Proaksi Jurnal Ekonomi Manajemen Sistem Informasi Jurnal E-Bis: Ekonomi Bisnis Jurnal Akuntansi dan Keuangan ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING Journal of Management and Digital Business Jurnal Algoritma Malcom: Indonesian Journal of Machine Learning and Computer Science Literacy : International Scientific Journals of Social, Education, Humanities Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Teknologi Informasi RISTEC : Research in Information Systems and Technology Journal of Knowledge Management Jurnal Pengabdian Masyarakat El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Journal of Ekonomics, Finance, and Management Studies
Fikri Fahru Roji
Universitas Garut
Religion Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Pengaruh Customer Experience Terhadap Brand Switching dengan Mediasi Electronic Word of Mouth pada Pengguna TikTok Shop Indonesia Exsel Al Syiamudawan, Muhammad; Nurhasan, Rohimat; Fahru Roji, Fikri
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 1 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i1.10252

Abstract

The purpose of this research is to identify the influence between customer experience and brand switching via the mediating role of electronic word of mouth. Users of TikTok Shop in Indonesia were the subjects of the research. Customer Experience (X) is an exogenous variable, Brand Switching (Y) is an endogenous variable, and Electronic Word of Mouth (Z) is an intervening variable in this quantitative research. The researchers in this study used a non-probability strategy based on purposive sampling and sent questionnaires to respondent. A technique called Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to assess the association between variables when the acquired data was processed. Positive and statistically significant effects of Customer Experience on E-WOM and Brand Switching were observed. Furthermore, it was shown that E-WOM significantly and positively impacts brand switching. In the link between Customer Experience and Brand Switching, E-WOM was shown to have a major moderating role. This demonstrates that consumer choices to select e-commerce is influenced by the strength of the pleasant customer experience, which in turn increases the motivation for effective communication and engagement among users on digital platforms.
Analyzing Railway Passenger Satisfaction Using SERVQUAL and Importance- Performance Analysis (IPA) for Tourism Purposes Kamila Syifa Ardiani; Fikri Fahru Roji; Ghaida Farisya
LITERACY : International Scientific Journals of Social, Education, Humanities Vol. 4 No. 2 (2025): August : International Scientific Journals of Social, Education, Humanities
Publisher : Badan Penerbit STIEPARI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56910/literacy.v4i2.2196

Abstract

This study aims to analyze passenger satisfaction with the quality of railway services at Garut Station using the SERVQUAL method and the Importance Performance Analysis (IPA) approach. The research was conducted quantitatively through a survey of 102 respondents who used PT KAI services at Garut Station for tourism purposes. Data analysis was carried out by calculating the gap between passengers’ expectations and perceptions, and mapping service priorities using IPA with the assistance of SPSS 26 software. The results indicate that overall service performance has not met passenger expectations, particularly due to negative gaps in the dimensions of responsiveness, assurance, and empathy. However, there were positive gaps in the dimensions of tangibles and reliability. The accuracy of train departure and arrival schedules was identified as the top priority for improvement. These findings provide strategic recommendations for PT KAI to enhance service quality with a focus on customer satisfaction.
Pengaruh Customer Experience Terhadap Brand Switching dengan Mediasi Electronic Word of Mouth pada Pengguna TikTok Shop Indonesia Muhammad Exsel Al Syiamudawan; Rohimat Nurhasan; Fikri Fahru Roji
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 7 No. 1 (2026): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v7i1.10252

Abstract

The purpose of this research is to identify the influence between customer experience and brand switching via the mediating role of electronic word of mouth. Users of TikTok Shop in Indonesia were the subjects of the research. Customer Experience (X) is an exogenous variable, Brand Switching (Y) is an endogenous variable, and Electronic Word of Mouth (Z) is an intervening variable in this quantitative research. The researchers in this study used a non-probability strategy based on purposive sampling and sent questionnaires to respondent. A technique called Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to assess the association between variables when the acquired data was processed. Positive and statistically significant effects of Customer Experience on E-WOM and Brand Switching were observed. Furthermore, it was shown that E-WOM significantly and positively impacts brand switching. In the link between Customer Experience and Brand Switching, E-WOM was shown to have a major moderating role. This demonstrates that consumer choices to select e-commerce is influenced by the strength of the pleasant customer experience, which in turn increases the motivation for effective communication and engagement among users on digital platforms.
Analisis Kesiapan Kelompok Tani dalam Pemanfaatan Marketplace untuk Pemasaran Hasil Pertanian Menggunakan Metode Technology Readiness Index Nur Afni Hasna Anisya; Husni Muharam; Fikri Fahru Roji
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 5 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i5.8085

Abstract

Penelitian ini bertujuan untuk menganalisis kesiapan kelompok tani dalam mengadopsi marketplace sebagai sarana pemasaran produk pertanian dengan menggunakan pendekatan Technology Readiness Index (TRI). TRI terdiri atas empat dimensi, yaitu optimism (optimisme), innovativeness (inovativitas), discomfort (ketidaknyamanan), dan insecurity (ketidakamanan). Penelitian ini menggunakan pendekatan kuantitatif dengan pengumpulan data melalui penyebaran kuesioner kepada kelompok tani. Data yang diperoleh dianalisis menggunakan metode Structural Equation Modeling–Partial Least Squares (SEM-PLS) dengan teknik bootstrapping. Hasil penelitian menunjukkan bahwa optimism berpengaruh positif dan signifikan terhadap adopsi marketplace, yang berarti bahwa petani dengan persepsi positif terhadap teknologi cenderung lebih bersedia menggunakan marketplace digital. Discomfort berpengaruh negatif dan signifikan terhadap adopsi marketplace, yang menunjukkan bahwa semakin tinggi tingkat ketidaknyamanan dalam menggunakan teknologi, maka semakin rendah kemungkinan petani mengadopsi marketplace. Sementara itu, innovativeness dan insecurity tidak berpengaruh signifikan terhadap adopsi marketplace. Temuan ini mengindikasikan bahwa kesiapan petani dalam mengadopsi platform pemasaran digital terutama dipengaruhi oleh tingkat keyakinan mereka terhadap manfaat teknologi serta tingkat kenyamanan dalam menggunakannya. Dengan demikian, peningkatan optimisme petani terhadap teknologi serta pengurangan tingkat ketidaknyamanan melalui pelatihan dan pendampingan menjadi langkah penting dalam mendorong adopsi marketplace untuk pemasaran produk pertanian.
Co-Authors AA Sudharmawan, AA Abdi Ilahi, Pyar Abdul Latip, Abdul Alkautsar, Muslim Almaiddah, Syinta Anggraeni, Windi Ariesti Apriliya Nuraini, Raden Putri Arifah Nursadrina, Raisya Asri Mulyani Bekti, Surya Garian Cahyan, Yayan Dede Hendrik Dendi Ramdani Dewi Tresnawati Dinar Rahayu Dinar Rahayu Diqy Fakhrun Shiddieq Eri Satria Exsel Al Syiamudawan, Muhammad Fakhrun Shiddieq, Diqy Fatimah, Nyinyi Ferdian Imawan Ghaida Farisya Hasbi S, Muhamad Husni Muharam Indri Tri Julianto Insani, Aura Kamila Syifa Ardiani Krisnawanti Kusmiati, Eti Lusiana Nur Safitri Marchella, Amanda Mega Silvia Moch. Rizky Cahyadiputra Muhammad Exsel Al Syiamudawan Muslim Alkautsar Nava Gia Ginasta Novianti, Dea Nurmastin Nur Afni Hasna Anisya Nurhasan, Rohimat Permatasari, Rd Intan Puspita, Evi Putri Sukmana, Reinta Rahayu, Dinar Rahma Dianti, Ahrami Rahmawati . Ramdan, Galih Muhammad Rendi Eka Herlinton Ridian Gusdiana Ridwan Fauzi, Muhamad Ridwan Setiawan Ridwan Setiawan Rizkia, Agnia Suci Rohanudin, Muhammad Rohimat Nurhasan Sabda Ilahi, Perceka Sabilul Muminin, Riyad Sabrina, Siti Sarah Salamah, Susi Salamatuddaroen, Intan Salman Fariz SALSABILA, ANNISA Shiddied, Diqy Fahrun Shiddieq , Diqy Fakhrun Shiddieq, Diqy Fakhrun Siti Nurhasanah Suci Lestari Susilawati , Wati Taofiqurrohman, Hendra Utami, Wulan Sri Wati Susilawati, Wati Wildan Hidayatul Hamdi Windi Ariesti Anggraeni Wufron Wufron Yaman Suryaman, Yaman