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All Journal Jurnal Manajemen Teknologi Journal of Consumer Science E-Dimas: Jurnal Pengabdian kepada Masyarakat Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Jurnal Manajemen Indonesia Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control Jurnal Mitra Manajemen JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI SEIKO : Journal of Management & Business EQIEN - JURNAL EKONOMI DAN BISNIS Demandia : Jurnal Desain Komunikasi Visual, Manajemen Desain, dan Periklanan Jurnal Ilmiah Manajemen Kesatuan BUDGETING : Journal of Business, Management and Accounting Jurnal Ilmu Manajemen Terapan (JIMT) International Journal Of Science, Technology & Management (IJSTM) Journal of Economics and Business UBS Charity : Jurnal Pengabdian Masyarakat International Journal of Educational Research and Social Sciences (IJERSC) Jurnal Abdi Masyarakat Indonesia Indonesian Journal of Multidisciplinary Science Society: Jurnal Pengabdian Masyarakat Jurnal Inovasi Masyarakat Jurnal Pengabdian Masyarakat Akademisi Utsaha: Journal of Entrepreneurship Journal of Management, Accounting, General Finance and International Economic Issues (MARGINAL) ASEAN Marketing Journal International Journal of Entrepreneurship and Business Management Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Engineering Economics Professional in Action (E-Profit) Jurnal Ekonomi, Teknologi dan Bisnis eProceedings of Management Journal of Computer Engineering: Progress, Application and Technology Enrichment: Journal of Multidisciplinary Research and Development INTERNATIONAL JOURNAL OF ECONOMICS AND MANAGEMENT REVIEW Journal Integration of Social Studies and Business Development KISA INSTITUE : Journal of Economics, Accounting, Business, Management, Engineering and Society Jesocin : Journal of Jabar Economic Society Networking Forum Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jesocin : Journal of Economics, Accounting, Business, Management, Engineering and Society International Journal of Management and Business Applied International Journal of Economics, Business and Innovation Research Journal of Multidisciplinary Academic Business Studies International Journal of Accounting and Management Information Systems Global Academy of Business Studies Journal of Digital Business and Marketing Journal of Indonesia Business Research (JIBR) Economics and Digital Business Review
Maya Ariyanti
Universitas Telkom
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Analysis of Demography, Psychograph and Behavioral Aspects of Telecom Customers Using Predictive Analytics to Increase Voice Package Sales Billy Goenandar; Maya Ariyanti
Journal of Consumer Sciences Vol. 6 No. 1 (2021): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Social and Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.6.1.1-19

Abstract

In 2018, Telkomsel's core business shifted its main services from Telephone and SMS services to Data and Digital services, since a declining trend of revenue starting 2014. However, telephone service still contributed 28.4% to the revenue and was the second largest, while SMS gave 4.1%. This research predicts voice package buyers using predictive analytics to identify customer profiles and significant variables to form appropriate target customer segmentation. Logistic regression was used to predict customers who would buy voice packages using 15 input variables. Next, analytics was done by dividing the data into 70% training data sets and 30% testing data obtained from customer voice package user data. The model accuracy gained 97.2%, and the top seven significant variables were formed. Then five clusters of customer segmentation were formed based on top significant variables using the K-Means clustering technique. Based on the results of the prediction model and clustering, behavioral targeting was conducted to provide targeted gimmick products based on five segmentations formed, and then it was divided into two main target customers by considering the similarity of behaviors based on revenue voice, minutes of voice usage, voice transactions, day of voice usage and data payload, thus it was more targeted.
The Impact of Customer Relationship Management on Customer Loyalty with Customer Satisfaction as a Mediating Variable at Telkomsel Partner Outlets in Banjar City Mochamad Arif Rachman; Maya Ariyanti
International Journal of Accounting and Management Information Systems Vol. 3 No. 1 (2025): February
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijamis.v3i1.3242

Abstract

Purpose: The internet's rise has made fast communication essential. This study explores how Telkomsel's CRM affects customer satisfaction, with loyalty as a mediating factor at partner outlets in Banjar City. Research methodology: This quantitative study involved 145 purposively selected respondents and used SEM-PLS for data analysis. Results show that CRM positively affects customer satisfaction and lo  yalty, with satisfaction also mediating the CRM–loyalty relationship. Results: These results indicate the importance of CRM strategies in fostering long-term customer loyalty by enhancing satisfaction through personalized and responsive services. The study highlights the need for Telkomsel and similar companies to continually invest in CRM technologies and strategies to adapt to evolving customer needs and maintain a competitive edge in the telecommunications industry. alignment with user needs and characteristics. Conslusion: CRM significantly enhances customer satisfaction and loyalty. Satisfaction also mediates the relationship between CRM and loyalty, highlighting the need for responsive and personalized services. Limitation: The study is limited to Telkomsel outlets in Banjar City and uses purposive sampling, reducing generalizability. Other factors like service quality or brand trust were not examined. Contribution: This study confirms the mediating role of satisfaction in CRM–loyalty links and offers practical insights for improving CRM strategies in the telecom sector.
Understanding continued BNPL usage behavior in e-commerce: extended UTAUT2 with usage intention mediation Indrajati Wahyuningtyastuti; Maya Ariyanti
International Journal of Accounting and Management Information Systems Vol. 3 No. 1 (2025): February
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijamis.v3i1.3254

Abstract

Purpose: This study aims to utilize an enhanced UTAUT2 model to examine the determinants influencing Indonesian customers' intentions and behaviors regarding the continued use of BNPL e-commerce services. Research/methodology: A quantitative cross-sectional survey was conducted with 450 users of BNPL services Indonesian e-commerce platforms, and the data were analyzed using structural equation modeling to assess direct and indirect relationships. Results: Performance expectancy, effort expectancy, trust, and habit significantly influenced continued usage, whereas perceived benefits and risks showed no significant impact among experienced digital users. Conclusions: Performance Expectancy, Effort Expectancy, and Trust are important drivers of the continued use of Buy Now Pay Later (BNPL) e-commerce services among Indonesian users, according to this study, which also shows that habit is the most important predictor of actual usage behavior. Limitations: The geographic breadth is limited to Indonesia, with possible selection bias toward current users, the sample focus on younger demographics impacts generalizability, and the cross-sectional methodology restricts causal inference. Contribution: This study contributes to fintech adoption theory by demonstrating the theoretical redundancy of traditional risk-benefit constructs in mature digital user contexts and emphasizing habit formation over initial adoption factors.
BOOSTING PURCHASE INTENTIONS WITH EMOJIS: (How Somethinc's Firm-Generated Content On Social Media X Attracts Consumers) Rizqi Aina; Maya Ariyanti
JOURNAL OF MANAGEMENT, ACCOUNTING, GENERAL FINANCE AND INTERNATIONAL ECONOMIC ISSUES Vol. 3 No. 3 (2024): JUNE
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/marginal.v3i3.1299

Abstract

Emojis have rapidly evolved with the advancement of online communication, becoming a staple in various marketing communications, including Firm-Generated Content (FGC). Despite their prevalence, research on the impact of emojis in FGC, particularly on purchase intentions, remains limited. This study aims to explore the influence of emoji usage in FGC on purchase intentions, focusing on the brand Somethinc in the beauty industry. The study targets followers of Somethinc's account on Platform X, investigating emojis as a dependent variable affecting purchase intentions as an independent variable, with positive affect as a mediator and product type as a moderator. This descriptive research employs a quantitative method using SEM-PLS to analyze data collected via purposive sampling in a one-shot cross-sectional manner. Findings reveal a positive and significant relationship between emojis and purchase intentions, mediated by positive affect. The product type, whether hedonic or utilitarian, moderates the positive affect induced by emojis in FGC. These results highlight the impact of emojis in enhancing positive affect and purchase intentions in FGC.
FUNDING LIQUIDITY DYNAMICS AND ITS INFLUENCE ON BANK LENDING GROWTH: A REVIEW OF THE INDONESIAN BANKING CONTEXT Zaenal Aripin; Lili Adi Wibowo; Maya Ariyanti
Journal of Economics, Accounting, Business, Management, Engineering and Society Vol. 1 No. 3 (2024): Kisa Institute - February 2024
Publisher : PT. Kreatif Indonesia Satu

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Abstract

Funding liquidity is a crucial aspect of banking activities that influences the growth of bank credit provision. The banking context in Indonesia exhibits unique dynamics influenced by various internal and external factors. Therefore, a profound understanding of the dynamics of funding liquidity and its influence on bank credit growth is essential in creating a healthy and sustainable financial environment. This study aims to analyze the dynamics of funding liquidity and its impact on the growth of bank credit provision within the banking context of Indonesia. Thus, the research objective is to explore the factors affecting funding liquidity and their implications for bank credit provision activities. This research employs a qualitative approach by conducting a literature review of relevant sources, including journals, articles, and books discussing funding liquidity and bank credit growth. The analysis is conducted by considering various economic, financial, and regulatory factors influencing the dynamics of funding liquidity and bank credit growth in Indonesia. The research findings indicate that adequate funding liquidity significantly affects the growth of bank credit provision in Indonesia. Factors such as monetary policy, banking regulations, and financial market development play a crucial role in shaping funding liquidity and bank credit growth. With a profound understanding of these dynamics, regulators and banking practitioners can take appropriate measures to enhance financial stability and support sustainable economic growth.
THE IMPORTANCE OF A SENSE OF PURPOSE FOR SALESPERSONS: MORE THAN JUST A FINANCIAL ASPECT Zaenal Aripin; Ricky Agusiady; Maya Ariyanti
Journal of Economics, Accounting, Business, Management, Engineering and Society Vol. 1 No. 3 (2024): Kisa Institute - February 2024
Publisher : PT. Kreatif Indonesia Satu

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Abstract

In a competitive business environment, the role of a salesperson is not only limited to achieving financial targets, but also involves creating strong relationships with customers and contributing to the company's long-term goals. In this context, it is important to understand the role of a sense of purpose as a powerful motivator for salespeople, which goes far beyond just the financial aspect. This research aims to explore the importance of a sense of purpose for salespeople and its impact on performance, customer relationships and mental well-being. The research method used is qualitative with a descriptive analysis approach. Data was obtained through in-depth interviews with salespeople from various industries and content analysis of relevant literature. The research results show that a sense of purpose plays a key role in increasing sales force motivation, performance, and job satisfaction. Additionally, a sense of purpose also influences customer relationships, with salespeople who have a strong sense of purpose tending to be more caring and empathetic towards customer needs. Additionally, a sense of purpose is also linked to mental wellbeing, with salespeople who have a clear sense of purpose tending to have lower stress levels and better mental wellbeing.
FINANCIAL INCLUSION THROUGH FINTECH PLATFORMS: OPPORTUNITIES AND CHALLENGES IN INDONESIA Maya Ariyanti; Ucu Supriatna; Faisal Matriadi
Journal of Economics, Accounting, Business, Management, Engineering and Society Vol. 1 No. 11 (2024): KISA Institute: October 2024
Publisher : PT. Kreatif Indonesia Satu

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Abstract

Background: Indonesia faces persistent financial exclusion despite economic growth, with over 100 million adults lacking formal financial access. Aims: This research investigates fintech contributions to financial inclusion in Indonesia. Method: Mixed-methods with survey (n=500) and interviews across urban/rural Indonesia. Results: Digital payments show 78% adoption; digital lending reaches 42% of previously unbanked. Key barriers include digital literacy (65%), internet access (52%), and trust (48%). Government support correlates with 2.3x higher adoption. Contribution: Provides evidence for fintech-driven inclusion in emerging markets, informing policy and platform development.
HUMAN CAPITAL ANALYTICS AND DECISION MAKING Zaenal Aripin; Adang Haryaman; Maya Ariyanti
Journal of Economics, Accounting, Business, Management, Engineering and Society Vol. 2 No. 12 (2025): Kisa Institute : December 2025
Publisher : PT. Kreatif Indonesia Satu

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Abstract

Amid rapid digital transformation, the impact of the COVID-19 pandemic, and increasing sustainability demands from stakeholders, organizations face complex challenges in optimizing human capital to achieve sustainable competitive advantage. Conventional approaches are often no longer sufficient. Therefore, human capital analytics has become an essential instrument in supporting data-driven decision-making, strengthening organizational agility, fostering innovation, and enhancing cross-functional collaboration (Davis & Kumar, 2024; Buchory et al., 2024). This study aims to investigate the role of HR analytics in strategic decision-making, identify the drivers of transformation and implementation barriers, and analyze their implications for various organizational performance outcomes. This research employs a mixed-methods design with two primary approaches. First, a quantitative survey was conducted involving 312 senior managers in Southeast Asia (response rate 26%) between January and September 2024, using 87 validated Likert-scale items. Second, qualitative case studies were carried out in 28 cross-sector organizations through 94 semi-structured interviews (average duration 75 minutes), direct observations, and document analysis. Data analysis was performed using multivariate techniques, including regression and correlation (e.g., r = 0.67 for the communication variable), as well as thematic coding to ensure triangulation of findings. The findings indicate that 78% of organizations initiated transformation within the last three years, primarily driven by competitive pressures (72%) and technological advancements (68%). A phased transformation approach supported by change management practices—with a budget allocation of 15–20%—achieved success rates of 71–83%. The impacts include a 34% increase in efficiency (range 18–67%), a 28% rise in customer satisfaction, a 22% improvement in employee engagement, and an 18% growth in financial margins. The primary barrier, organizational resistance (68%), was effectively mitigated through early stakeholder involvement (+140%) and intensive training programs (+165%). This study contributes by developing an evidence-based framework to strengthen HR analytics capabilities, providing actionable insights for HR practitioners, organizational leaders, and policymakers in the VUCA context of Southeast Asia, and offering recommendations for future research agendas, including longitudinal studies to examine the sustainability of transformation impacts.
The Influence of Hospital Brand Image, Sharia Service Standards, and Psychospiritual Factors on Patient Loyalty in Indonesian Sharia Hospitals Fatnan Setyo Hariwibowo; Maya Ariyanti; Maria Apsari Sugiat; Riski Taufik Hidayah
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.4353

Abstract

This study examines the impact of hospital brand image, Sharia service standards, and psychospiritual factors on patient loyalty in Sharia hospitals. Sharia hospitals in Indonesia are growing amid demand for Islam-aligned healthcare. Revenue and patients rise yearly but miss targets: 12-15 percent growth versus 20 percent goal, and 5-7 percent versus 15 percent. This signals loyalty issues involving brand image, Sharia quality, religiosity, trust, attitudes, and satisfaction. The aim is to analyze their interactions. Quantitative surveys with purposive sampling target patients from the past three years. Structural Equation Modeling analyzes 315 responses. Results reveal brand image drives Sharia standards; religiosity and trust form attitudes; standards and attitudes build satisfaction, the top loyalty predictor. Direct paths are significant; satisfaction variance is 53.1 percent, and loyalty 34.8 percent, via mediation. Improving brand and Sharia elements raises satisfaction and loyalty for growth targets. Prioritize digital marketing and spiritual care for retention.
Impact of social media marketing activity on brand loyalty Wahyu Yunanto; Maria Apsari Sugiat; Maya Ariyanti
Journal of Multidisciplinary Academic Business Studies Vol. 2 No. 3 (2025): May
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomabs.v2i3.2899

Abstract

Purpose: This study examines the effectiveness of Social Media Marketing Activities (SMMA) in enhancing brand loyalty at PT. Mumpuni Inti Mandiri. It evaluates customer perceptions of SMMA, self-brand connection, brand equity, brand trust, and their influence on brand loyalty. Method: A quantitative positivist approach was applied. Data were gathered through online surveys targeting PT customers. Mumpuni Inti Mandiri. Structural equation Modelling (SEM) using Partial Least Squares (PLS) via SmartPLS 3.2.6 was employed to analyze the data. Validity and reliability tests ensured the accuracy of the instruments. The hypotheses were tested using one-tailed T-statistics. Results: The results show that Customer perceptions of SMMA, self-brand connection, brand equity, brand trust, and brand loyalty were in the high category. SMMA significantly influences self-brand connection, brand equity, and brand trust. Moreover, brand loyalty is affected both directly and indirectly by these mediators. This implies that PT. Mumpuni Inti Mandiri’s social media strategies are effective in fostering emotional connection, consumer trust, and long-term loyalty. Conclusions: SMMA plays a vital role in building brand loyalty by enhancing brand-related psychological factors. Integrated social media marketing efforts have proven to be valuable in creating strong brand-consumer relationships. Limitations: The study’s scope was limited to one company and used self-reported survey data, which may affect generalizability. Contribution and Novelty: This study introduces an integrated model that connects SMMA with brand loyalty through emotional and cognitive pathways, offering insights into effective digital branding strategies in emerging markets.
Co-Authors Adang Haryaman Adhi Prasetio Adhi Prasetyo, Adhi Ahmad Darajat Basallama Anak Agung Gede Sugianthara Andarina, Feby Anggun Yolistina Anna Tsamarah Yudiawati Arif Budi Raharja Arif Budi Raharja Astri Ghina Billy Goenandar Candiwan Christalia, Windy Davin, Hans Dede Kurniawan Dedi Iskamto Denta Rahmadani Dewi Purwati Dewi Rinarika Dewi, Fianti Krisna Dezila, Raissa Diah Fatma Sjoraida Dian Pertiwi Wulandari Dwi Fitrizal Salim Elly Suryani Endang Ruchiyat Eva Nurazizah Eva Nurhazizah Fadhilla, Muhammad Iqbal Faisal Matriadi Farida, Ajeng Luthiyatul Fatnan Setyo Hariwibowo Fauzi, Adryan Finny Redjeki Fitra Ayu Larasati Gadang Ramantoko Gatot Amri Gioliano Putra Goenandar, Billy Hadyningtyas, Ivy Anindhita Hanifah Aprillia, Wahyuning Helni Mutiarsih Jumhur Heppy Millanyani Heris, Faradisya Hilman Fauzi, Hilman Ilham Majid Rabbani Ilma Aliya Sahal Indrajati Wahyuningtyastuti Indrajati Wahyuningtyastuti Januar, Rifat Kharisma, Mita Kordelya Kordelya Kukuh Abdu Rachman Lili Adi Wibowo Lira Parahita Agni Putri Lubis, Reza Armanda M Farhan Ramadhan M Yudha Febrianta M. Syafarudin Mahaputra Mahayasa, I Made Prasetya Wiguna Majid Rabbani, Ilham Mardotillah, Aini Restu Maria Apsari Sugiat Maulana Malik Ibrahim Meileny S.A.B, Findy Mesayu Ana Hanifah Yahsallah Mita Kharisma Mochamad Arif Rachman Muhammad Saiful Arifin Nadia Putri Karenina Nafila, Tasya Navira Wirvani Nazhira Nindya Padma Hanuun Nia Handayani Nia Riana Nida Garnida Fitrianti Nida Garnida Fitrianti Nida Nurfadila Nur Lela sari Nurohman, Choirudin Alza Nurul Hafizah Nurvita Trianasari Nyoman Dwika Ayu Amrita Pandega Syahdadini Pramono, Indro Pratiwi, Daulika Putri Fariska Sugestie Putri, Kartika Aulia Rachman, Mochamad Arif Rachmat Ramadhani, Muh. Raden Roro Fatma Sari Raden Roro Fatmasari Raden Roro Fatmasari Rahmadani, Denta Raissa Dezila Ratih Hendayani Refi Rifaldi Windya Giri Reza Armanda Lubis Reza Azkia Rahmi Ricky Agusiady Rifki Hariadi, Maghfira Riski Taufik Hidayah Rizka Utami, Fany Rizqi Aina Rizqullah, Rafif Rudy Hermanto, Muchamad Ruli Kuniawati, Novia Safii, Ahmad Saleh, Rusdi Salma Nabella Putri Sari, Marisa Puspita Setiana, Gege Arum Siska P Yudowati Soeparwoto Dharmoputra Sri Rochani Mulyan Sri Rochani Mulyani Sri Widiyanesti Sunu Puguh Hayu Triono Syahril Kevin Maulana Tazkia, Yumna Tiara Salsabila Fasya Trinadisha, Thalia Sabina Tyas Pawitra, Mohammad Ucu Supriatna Veronita, Rika Virghina Dhia Elwitrisnasafitri Vyanna Zuleika Wahyudi Wahyu Yunanto Wahyuningtyastuti, Indrajati Wibowo, Dimas Kartiko Windy Christalia Yunanto, Wahyu Yundhiya Adi Nugroho Yusza Reditya Murti Zaenal Aripin Zahra Aqilla Putri Chandra Zahra Rahmi Hanifah Zaki Chandra Negara