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Fatimah Azzahro
Faculty of Computer Science, Universitas Indonesia
Computer Science & IT

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The Effects of Perceived Justice and Emotions on Service Recovery Satisfaction on Indonesian Ecommerce Customers Fatimah Azzahro; Putu Wuri Handayani; Sandya Sekar Murti; Satrio Baskoro Yudhoatmojo
Jurnal Sistem Informasi Vol. 16 No. 1 (2020): Jurnal Sistem Informasi (Journal of Information System)
Publisher : Faculty of Computer Science Universitas Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (278.199 KB) | DOI: 10.21609/jsi.v16i1.938

Abstract

This study aims to analyze the effects of justice theory and emotions on service recovery satisfaction of Indonesian e-commerce customers. The factors used in this study are distributive justice, procedural justice, interactional justice, as cognitive aspect. Positive emotions and negative emotions are the factors used as affective aspect. This study used quantitative approach in the form of online survey. The total amount of data used in this study are 601 data. The respondents are Indonesian B2C or C2C e-commerce customer who filed a complaint directly to the B2C or C2C e-commerce at least once and receives a response at least once. Covariance-based structural equation modelling is used to analyze the data. The analysis results show that distributive justice, procedural justice, interactional justice, and positive emotions affect service recovery satisfaction. The results of this study can help Indonesian B2C & C2C e-commerce to understand service recovery from the perspective of customers, so satisfactory service recovery can be implemented.
Users’ Intention to Use Mobile Health Applications for Personal Health Tracking Galuh Octavia Chrisdianti; Putu Wuri Handayani; Fatimah Azzahro; Satrio Baskoro Yudhoatmojo
Jurnal Sistem Informasi Vol. 19 No. 1 (2023): Jurnal Sistem Informasi (Journal of Information System)
Publisher : Faculty of Computer Science Universitas Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (474.882 KB) | DOI: 10.21609/jsi.v19i1.1196

Abstract

This study aimed to analyze factors influencing the intention to use mobile health applications for personal health tracking (PHT). The respondents were 516 individuals who had used a PHT application, such as Samsung Health, iOS Health, or MiFit. Data processing was done via using partial least squares–structural equation modeling (PLS-SEM). This study uncovered factors that can affect intention to use PHT applications, including perceived usefulness, social influence, facilitating conditions, hedonic motivation, habits, performance risk, and self-health awareness. It was found that perceived ease of use and self-reported health condition do not affect the intention to use PHT applications. This study can provide guidance on PHT application service providers for ensuring data accuracy, increasing user satisfaction when using the applications, and preventing privacy violation.
Co-Authors Galuh Octavia Chrisdianti Handayani, Putu Wuri Sandya Sekar Murti Satrio Baskoro Yudhoatmojo