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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Indonesian Journal of Business and Entrepreneurship (IJBE) JPBM (Jurnal Pendidikan Bisnis dan Manajemen) Jurnal Samudra Ekonomi dan Bisnis Jurnal Syntax Transformation Action Research Literate (ARL) Journal of Marketing Innovation Eduvest - Journal of Universal Studies e-Jurnal Apresiasi Ekonomi IIJSE
Karto Adiwijaya
Universitas Indonesia
Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Neuroscience Social Sciences

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Customer Loyalty in Digital Banking: The Role of User Journey and Customer Experience (A Case Study on Bank MAS Mobile) Yusdasani, Khoiriyah Nurul; Adiwijaya, Karto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Sharia Economics Department Universitas KH. Abdul Chalim, Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.7338

Abstract

This study aims to analyze the role of user journey and customer experience in influencing customer loyalty within the context of digital banking services, using Bank MAS as a case study. The research model adopts a quantitative approach by employing the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method on data collected from 280 respondents who use the Bank MAS Mobile application. The variables tested include ease of use, perceived value, quality of support, reliability, perceived risk, and ability to innovate as factors influencing customer experience, along with the role of customer satisfaction as a mediating variable toward customer loyalty. The findings reveal that all independent variables significantly affect customer experience, with ability to innovate emerging as the most dominant factor. Furthermore, customer satisfaction is proven to mediate the relationship between customer experience and customer loyalty. This study contributes theoretically to the development of customer experience models in the local digital banking context and offers managerial implications for enhancing innovation and service quality in the digital banking sector.
Exposing One-Stop Platform Stock Investment Phenomenon: The Role of Generated Content, Fear of Loss, and Financial Literacy Akmando, Luthfi Jovan Wandy; Adiwijaya, Karto
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 7 No 3 (2024): Sharia Economics
Publisher : Sharia Economics Department Universitas KH. Abdul Chalim, Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v7i3.5117

Abstract

The one-stop platform of stock investment has a positive effect on technological developments in the world of stock investment. That triggers changes in investor behavior in buying stock. This research investigates the influence of the "stream" feature as User Generated Content (UGC) media as well as the relationship between the Fear of Missing Out (FoMO) phenomenon and investor's financial literacy in buying stocks. This research implements partial least squares-structural equation modeling (PLS-SEM) to conduct quantitative research. Sample data collection was collected using non-probability sampling. This research is limited to Indonesian stock investors, using the Stockbit platform for stock investment, and the research was conducted cross-sectionally. This research found that FoMO effects that investors felt can significantly influence purchasing attitudes, subjective norms, and perceived behavioral control. Meanwhile, the quality of information contained in UGC has a significant positive effect on purchase attitudes and financial literacy can reduce the influence of investor FoMO on purchasing intentions. This research contributes to the extended theory of planned behavior in explaining stock investment behavior and enriches understanding of the influence of UGC, FoMO, and financial literacy on investment decisions. This research also contributes to Stockbit management, psychology practitioners, content creators, and financial consultants in the realm of stocks.
Co-Authors Akmando, Luthfi Jovan Wandy Anggreana Vera Salsabila Auddie Indira Riyadi Chandra, Nicholas Dwi Fadhila, Annisa Nadya Fitrhanefi, Muhyi Nur Reyhana Zahra Zain Sangkoyo, Adhitya Bayu Candra Siregar, Bintang Eska Putra Utomo, Adi Putro Yusdasani, Khoiriyah Nurul Zefanya, Abraham