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Examining the Relevance of T-CRM and H-CRM for the Bank-Customer Partnership Quality and Willingness to Invest More Rimbasari, Ana; Wijaya, Nikodemus Hans Setiadi
Jurnal Manajemen Bisnis Vol. 11 No. 2: September 2020
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.11299

The current study examines the use of technology and human in Customer Relationship Management (CRM), especially in the banking industry. We analysed whether human still plays a role in the relationship in this industry. The purpose of this work is to determine the role of technology (T-CRM) and human (H-CRM) in enhancing partnership quality and customer behaviour (i.e., willingness to invest more). We collected data by distributing online questionnaires. The respondents were the customers of Bank Mandiri, Bank Central Asia (BCA), and Bank Rakyat Indonesia (BRI), who have experienced in using both technology-based and human-based banking services. A total of 161 responses were used in our data analysis. The results demonstrated that T-CRM and H-CRM had positive effects on partnership quality. It was found that partnership quality has a positive effect on willingness to invest more. This research advises that T-CRM is needed in the banking industry, but technology cannot replace the benefits of humans. Technology and people based relationship are both still needed to improve the relational quality between the service providers (banks) and their customers.

Examining the Relevance of T-CRM and H-CRM for the Bank-Customer Partnership Quality and Willingness to Invest More Rimbasari, Ana; Wijaya, Nikodemus Hans Setiadi
Jurnal Manajemen Bisnis Vol 11, No 2: September 2020
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.11299

The current study examines the use of technology and human in Customer Relationship Management (CRM), especially in the banking industry. We analysed whether human still plays a role in the relationship in this industry. The purpose of this work is to determine the role of technology (T-CRM) and human (H-CRM) in enhancing partnership quality and customer behaviour (i.e., willingness to invest more). We collected data by distributing online questionnaires. The respondents were the customers of Bank Mandiri, Bank Central Asia (BCA), and Bank Rakyat Indonesia (BRI), who have experienced in using both technology-based and human-based banking services.Â A total of 161 responses were used in our data analysis. The results demonstrated that T-CRM and H-CRM had positive effects on partnership quality. It was found that partnership quality has a positive effect on willingness to invest more. This research advises that T-CRM is needed in the banking industry, but technology cannot replace the benefits of humans. Technology and people based relationship are both still needed to improve the relational quality between the service providers (banks) and their customers.

PENGARUH VIRAL MARKETING DAN SOCIAL MEDIA MARKETING TERHADAP KEPUTUSAN PEMBELIAN DI PLATFORM TIKTOK Ana Rimbasari; Rina Eka Widjayanti; Agniya Thahira
CAPITAL: Jurnal Ekonomi dan Manajemen Vol 6, No 2 (2023)
Publisher : UNIVERSITAS PGRI MADIUN

Penelitian ini bertujuan mengetahui pengaruh viral marketing dan social media marketing terhadap keputusan pembelian pada platform TikTok. Populasi dalam penelitian ini yaitu pengguna TikTok. Jumlah sampel yang digunakan sebanyak 160 responden dan pengambilan sampel menggunakan teknik purposive sampling. Data penelitian dilakukan uji validitas dan reliabilitas. Uji hipotesis dilakukan dengan uji regresi linear berganda yang dipergunakan dalam penelitian ini. Hasil pengujian menunjukkan bahwa (1) Hasil pengujian hipotesis pertama menunjukkan viral marketing berpengaruh positif terhadap keputusan pembelian di platform TikTok. (2) Hasil pengujian hipotesis kedua menunjukkan social media marketing berpengaruh terhadap keputusan pembelian di platform Tiktok.

CONSUMER PURCHASE DECISIONS IN TIKTOK LIVE: ANALYZING THE ROLE OF INFLUENCER CREDIBILITY, IMMERSION, AND ENGAGEMENT Ana Rimbasari; Agniya Thahira
CAPITAL: Jurnal Ekonomi dan Manajemen Vol. 8 No. 1 (2024)
Publisher : UNIVERSITAS PGRI MADIUN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25273/capital.v8i1.20886

This study examines the impact of influencer credibility, immersion, and involvement on purchase decisions through TikTok Live. Employing a quantitative method, the research collected data from 250 active TikTok users participating in Live sessions. The findings indicate that influencer credibility, immersion, and involvement significantly influence purchase decisions, with influencer credibility being the most dominant factor. The study recommends strategies to enhance engagement and immersion during Live sessions to strengthen the impact of influencer credibility. These insights provide digital marketers with guidance on optimizing influencer marketing strategies on TikTok.

Evaluating the Financial Health of Islamic Banks: A CAMEL Approach at PT BPRS HIK MCI Santosa Santosa; Agniya Thahira; Ana Rimbasari
Jurnal Relevansi : Ekonomi, Manajemen dan Bisnis Vol 10 No 1 (2026): Jurnal Relevansi: Ekonomi, Manajemen dan Bisnis
Publisher : LPPM STIE KRAKATAU

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61401/relevansi.v10i1.371

This study aims to analyze the financial soundness of PT BPRS HIK MCI using the CAMEL framework, which comprises Capital, Asset Quality, Management, Earnings, and Liquidity, within the context of recent economic dynamics. The research employs a quantitative approach with a descriptive-analytical design. Secondary data were obtained from the financial statements of PT BPRS HIK MCI for the observed period. Data analysis was conducted by calculating financial ratios representing each CAMEL component and comparing the results with the applicable banking soundness standards. The findings indicate that the overall financial soundness of PT BPRS HIK MCI falls into the healthy category. The capital adequacy ratio reflects the bank’s ability to absorb potential risks, asset quality remains within acceptable limits, operational efficiency is relatively well maintained, profitability demonstrates positive performance, and liquidity is sufficient to support the bank’s intermediation function. These results suggest that the bank’s risk management practices and financial management have been implemented effectively. This study provides managerial implications emphasizing the importance of strengthening capital structure, improving financing quality, enhancing operational efficiency, and maintaining adaptive liquidity management to ensure the sustainability and stability of Islamic rural banks amid economic uncertainty.

Content, Interaction, and Influencer Collaboration: Mechanisms of Muslimah Beauty Brand Image Construction on Instagram Ana Rimbasari; Miranda Hapsari Purwanto; Mfaume Ismail Mahmoud
Jurnal Informatika Ekonomi Bisnis Vol. 8, No. 2 (June 2026)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v8i2.1443

Instagram has fundamentally transformed how halal cosmetic brands build identity and consumer trust in the world's largest Muslim market. This study investigates the mechanisms through which Wardah constructs its Muslimah beauty brand image via Instagram, integrating consumer, industry practitioner, and sales personnel perspectives. Employing a descriptive qualitative approach with a constructivism paradigm, data were collected through in-depth interviews with eight purposively selected informants comprising five active consumers, one professional make-up artist, one Wardah Beauty Agent, and one sales person. Source triangulation ensured data validity. Three primary mechanisms were identified: aesthetically consistent visual content communicating halal, modern, and inspirational values; responsive two-way interaction fostering consumer trust and loyalty; and strategic collaboration with hijab-wearing influencers reinforcing brand authenticity. The consistency between digital brand image and real-world product experience proves foundational to Wardah's brand equity. This study contributes to the literature on integrated marketing communication strategies of halal brands in emerging markets, and identifies a fourth dimension of brand image-religious image as cultural identity-beyond Biel's classical framework.

Dampak E-Service Quality Pada Layanan Akademik Digital Terhadap Kepuasan Dan Retensi Mahasiswa Pada Universitas Siber Muhammadiyah Zarra Audina Vika Melatie; Ana Rimbasari
Jurnal Pustaka Aktiva (Pusat Akses Kajian Akuntansi, Manajemen, Investasi, dan Valuta) Vol 6 No 1 (2026): Jurnal Pustaka Aktiva (Pusat Akses Kajian Akuntansi, Manajemen, Investasi, dan Va
Publisher : Pustaka Galeri Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55382/jurnalpustakaaktiva.v6i1.2185

Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality pada layanan akademik digital, khususnya Learning Management System (LMS) dan Sistem Informasi Akademik (SIA), terhadap kepuasan mahasiswa dan retensi mahasiswa pada Universitas Siber Muhammadiyah Yogyakarta. Penelitian ini dilatarbelakangi oleh kebutuhan manajerial perguruan tinggi berbasis online untuk menjaga keandalan layanan, kepuasan mahasiswa, dan keberlanjutan studi melalui layanan akademik digital yang terintegrasi. Penelitian menggunakan pendekatan kuantitatif dengan metode survei dan teknik purposive sampling. Data dikumpulkan dari 200 mahasiswa angkatan 2021-2025 yang memiliki pengalaman menggunakan LMS dan SIA. Instrumen penelitian menggunakan kuesioner berskala Likert lima poin, sedangkan analisis data dilakukan melalui statistik deskriptif, uji validitas, uji reliabilitas, uji asumsi klasik, regresi linear sederhana, regresi linear berganda, uji t, dan uji F dengan bantuan SPSS. Hasil penelitian menunjukkan bahwa kualitas layanan akademik digital berpengaruh positif dan signifikan terhadap kepuasan mahasiswa. Layanan akademik digital juga berpengaruh positif dan signifikan terhadap retensi mahasiswa. Selain itu, kepuasan mahasiswa terbukti berpengaruh positif dan signifikan terhadap retensi mahasiswa. Temuan ini menunjukkan bahwa efisiensi, keandalan sistem, daya tanggap, serta keamanan dan privasi pada LMS dan SIA merupakan dimensi layanan yang penting dalam memperkuat pengalaman mahasiswa pada universitas berbasis online. Penelitian ini memberi kontribusi pada literatur manajemen layanan dengan menempatkan kualitas layanan akademik digital sebagai anteseden penting kepuasan dan retensi intensional mahasiswa dalam pendidikan tinggi siber.

Digital Transformation of Mosque Finance Through ERP System Implementation Amalina Nur Arifah; Ana Rimbasari; Nur Irsyad Musthafa
Owner : Riset dan Jurnal Akuntansi Vol. 10 No. 3 (2026): Periode Juli 2026
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/owner.v10i3.3259

As Islamic philanthropic initiatives expand, the digitalization of mosque financial management is becoming increasingly vital for ensuring transparency and accountability in the management of Zakat, Infaq, and Waqf (ZISWAF) funds. This research evaluates how four specific Enterprise Resource Planning (ERP) systems SIPZIS, Ikhlas App, Maslam, and a dedicated web-based platform perform in terms of transparency, efficiency, and user acceptance. We utilized a quantitative cross-sectional approach, gathering data from 40 respondents across four mosques in Indonesia. The sample consisted of 5 administrative staff and 5 congregants from each mosque, though actual distribution per mosque ranged from 9 to 11 respondents due to field conditions. Data were analyzed using one-way ANOVA and multiple regression analysis. The results indicate significant performance variations among the systems regarding transparency (F = 3.120, p = 0.037) and efficiency (F = 2.890, p = 0.049). Furthermore, the regression model (R² = 0.681) suggests that while both factors are important, transparency is the primary driver of user perception (? = 0.450, p = 0.001). These outcomes underscore that for financial technology to be accepted in Islamic institutions, the ability to report transparently is crucial for building trust among the congregation. This study fills a gap in the literature by comparing different ERPs in a faith-based setting and offers actionable insights for developers and mosque administrators aiming to improve digital governance.

Content, Interaction, and Influencer Collaboration: Mechanisms of Muslimah Beauty Brand Image Construction on Instagram Ana Rimbasari; Miranda Hapsari Purwanto; Mfaume Ismail Mahmoud
Jurnal Informatika Ekonomi Bisnis Vol. 8, No. 2 (June 2026)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v8i2.1443

Instagram has fundamentally transformed how halal cosmetic brands build identity and consumer trust in the world's largest Muslim market. This study investigates the mechanisms through which Wardah constructs its Muslimah beauty brand image via Instagram, integrating consumer, industry practitioner, and sales personnel perspectives. Employing a descriptive qualitative approach with a constructivism paradigm, data were collected through in-depth interviews with eight purposively selected informants comprising five active consumers, one professional make-up artist, one Wardah Beauty Agent, and one sales person. Source triangulation ensured data validity. Three primary mechanisms were identified: aesthetically consistent visual content communicating halal, modern, and inspirational values; responsive two-way interaction fostering consumer trust and loyalty; and strategic collaboration with hijab-wearing influencers reinforcing brand authenticity. The consistency between digital brand image and real-world product experience proves foundational to Wardah's brand equity. This study contributes to the literature on integrated marketing communication strategies of halal brands in emerging markets, and identifies a fourth dimension of brand image-religious image as cultural identity-beyond Biel's classical framework.

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