Article Per Year (5 Year)
p-Index From 2021 - 2026
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This Author published in this journals
All Journal Journal of Management Studies and Development Jurnal Genesis Indonesia
Ifta Firdausa Nuzula
Universitas Negeri Sebelas Maret
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Social Sciences

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E-Commerce, Customer Relationship Management and Artificial Intelligent amid COVID-19 Ifta Firdausa Nuzula; Mohammad Allatas Muryanto; Vo Hung Cuong
Journal of Management Studies and Development Vol. 1 No. 02 (2022): Journal of Management Studies and Development
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (489.07 KB) | DOI: 10.56741/jmsd.v1i02.101

Abstract

Coronavirus is intensely changing various aspects of life, including in business. The pandemic has altered a variety of customer behaviours. The ability of companies to understand these behaviour changes affects business continuity. This study explains the relationship between customer relationship management (CRM) and e-commerce and its trends during the pandemic. This research is descriptive qualitative research using secondary data. This study found that CRM and e-commerce issues grew rapidly during the pandemic. These results show that customer awareness of e-commerce is increasing to make transactions of their needs. Simultaneously, this customer behaviour is anticipated by business people by improving CRM as an effort to manage customer satisfaction. Some results in different countries are not always the same response between CRM and e-commerce.
Online Communities, Brand Recovery, Consumer Relationships, and Repurchase Intention Mohammad Allatas Muryanto; Ifta Firdausa Nuzula; Thangaraj Venkatesan
Journal of Management Studies and Development Vol. 2 No. 01 (2023): Journal of Management Studies and Development
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/jmsd.v2i01.102

Abstract

This study examines the influence and linkages between Online Communities, Brand Recovery, Consumer Relationships, and Repurchase Intentions. The case discussed is Tokopedia as one of the big market places in Indonesia. The research uses a quantitative approach with instruments in the form of questionnaires distributed to Tokopedia users. Questionnaire distributed online. The respondent's response is a scale from 1(strongly disagree) to 5 (strongly agree). The data is processed using the Structural Equation Modeling (SEM) model. Brand recovery efforts have a significant positive effect on consumer forgiveness. If users experience high brand recovery efforts, they will also have high consumer forgiveness. Brand restoration efforts have a significant positive impact on repurchase intentions. Online brand community involvement has a significant positive effect on consumer forgiveness. Users were involved in an increased online brand community and will also have high consumer forgiveness. Online brand community involvement has a positive but insignificant effect on repurchase intention.
Exploring the Role of IT Usage in Enhancing Customer Satisfaction: A Literature Review on SMEs in the Creative Industries Amar Ratnakar Naik; Ifta Firdausa Nuzula
Jurnal Genesis Indonesia Vol. 5 No. 01 (2026): Jurnal Genesis Indonesia
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/IISTR.jgi.001860

Abstract

Small and Medium-sized Enterprises (SMEs) in the creative industries play a critical role in driving innovation and economic growth. The adoption of Information Technology (IT) has become increasingly pivotal in enhancing their operational efficiency and customer engagement. This literature review explores the impact of IT usage on customer satisfaction within SMEs operating in the creative industries. It examines how IT tools, such as customer relationship management (CRM) systems, e-commerce platforms, and digital marketing, influence customer experiences and loyalty. Key findings indicate that effective IT adoption not only streamlines business processes but also fosters personalized interactions and improved service delivery, which are critical to customer satisfaction. Challenges such as limited resources, lack of technical expertise, and data security concerns are also discussed. The review concludes by highlighting the need for SMEs in the creative sector to leverage IT to remain competitive strategically and recommends areas for further research to optimize IT integration for enhanced customer satisfaction. 
Co-Authors Amar Ratnakar Naik Mohammad Allatas Muryanto Thangaraj Venkatesan Vo Hung Cuong