Article Per Year (5 Year)
p-Index From 2020 - 2025
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This Author published in this journals
All Journal Quantitative Economics and Management Studies Indonesian Journal of Society Development (IJSD) Eduvest - Journal of Universal Studies
Assumpta Wikantari, Maria
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Aerospace Engineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Mathematics Neuroscience Social Sciences

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Measuring Customer Loyalty Using Net Promoter Score: Analysis in Insurance Companies Marin, Nauva; Assumpta Wikantari, Maria; Nur Supriadi, Yudi
Eduvest - Journal of Universal Studies Vol. 5 No. 7 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i7.51626

Abstract

The insurance industry operates in a highly competitive environment, where understanding customer loyalty is crucial for strategic business development. The Net Promoter Score (NPS) serves as a key performance indicator to gauge customer loyalty by measuring their likelihood to repurchase and recommend services. This study focuses on analyzing NPS implementation in Indonesian insurance companies to identify factors influencing customer loyalty and areas for improvement. The research objectives include evaluating the impact of customer experience, market segmentation, and loyalty-supporting factors on NPS scores. Data were collected through an NPS survey conducted from May to September 2023, targeting 1,195 valid respondents from 25 branches across Indonesia. The survey assessed customer perceptions across 13 product and service dimensions, including product diversity, claim process ease, and digital service support. Findings revealed an NPS score of 62.43, significantly higher than the industry average, indicating strong customer loyalty. Key strengths included certainty of benefits and clarity of service flow, while weaknesses were identified in digital service support and claim settlement speed. Segmentation analysis showed variations in loyalty by customer type, gender, age, and tenure. The study highlights the need for targeted improvements in digital services and claims processes, alongside better data distribution across branches. Implications suggest that insurers can enhance loyalty by addressing identified weaknesses and leveraging strengths in promotional campaigns. This research provides foundational insights into NPS effectiveness in Indonesia’s insurance sector, offering actionable recommendations for industry practitioners
The Influence of E-Wom on Purchase Decisions is Mediated by The Brand Image of Laptop Products on Consumers in E-Commerce Zul Yusri, Hilman; Sikki Manggabarani, Alfatih; Assumpta Wikantari, Maria
Quantitative Economics and Management Studies Vol. 6 No. 5 (2025)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.qems4158

Abstract

This study aims to influence of e-wom on purchase decisions is mediated by the brand image of laptop products on consumers in e-commerce. This type of research is quantitative. The purposive sampling method was used in this study. This study uses a type of quantitative data quantitative data is a type of numerical data that can be analyzed with statistics, to prove the hypothesis set. This research uses primary and secondary data sources. Primary data was collected by distributing a questionnaire to online laptop buyers via Google Form that included factors such as their purchase decisions, brand image, and e-wom. Secondary data from several journals related to the research subject. This study analyzes laptop buyers, especially those who make purchases through the internet, which occur in the three largest online marketplaces in Indonesia. The researcher used non-parametric inferential statistics with SmartPLS version 4.0. E-WOM has a significant influence on laptop purchase decisions in e-commerce. This indicates that e-WOM is an element that increases consumers' decision to choose laptops sold in Indonesian e-commerce. Brand image has a significant influence on laptop purchase decisions in e-commerce. This means that brand image is a factor that increases consumer decisions to buy laptops in Indonesian e-commerce. E-WOM has a significant influence on purchasing decisions through laptop brand image in e-commerce.
Development of Economic Independence of Persons with Disabilities through Literacy, Education and Marketing Digitalization Practices in Support of Sustainable Development Goals (SDGs) Mardiatmi, Bernadin Dwi; Triwahyono, Bambang; Br Pinem, Dahlia; Assumpta Wikantari, Maria; Khoerunisa, Mutia; Sembiring, Bobby Rafael; Samosir, Alfonso
Indonesian Journal of Society Development Vol. 3 No. 4 (2024): August 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijsd.v3i4.9759

Abstract

This community service activity aims to provide solutions that can improve skills for people with disabilities in Yayasan Pendidikan Budi Daya Kasih students as target partners and as proof that academics are present to support Sustainable Development Goals, especially the economic and social empowerment of people with disabilities. The methods used are literacy, pre-test, post-test, and practice of making shops on e-commerce platforms. In general, the results of the marketing digitalization literacy training for students with disabilities at the Budi Daya Kasih Education Foundation have increased the knowledge, skills, and motivation of the Budi Daya Kasih Education Foundation. This is reflected in the increase in pre-test scores with an average of 5.51 increasing to 7.26 in the post-test. In addition, participants successfully created a store account on the Tokopedia platform
Co-Authors Bernadin Dwi M Br Pinem, Dahlia Khoerunisa, Mutia Marin, Nauva Samosir, Alfonso Sembiring, Bobby Rafael Sikki Manggabarani, Alfatih Triwahyono, Bambang YUDI NUR SUPRIADI Zul Yusri, Hilman