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All Journal Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Bisman (Bisnis dan Manajemen): The Journal of Business and Management Nobel Management Review Jurnal Manajemen Perbankan Keuangan Nitro Liabilitas : Jurnal Ilmiah Akuntansi dan Ekonomi Jurnal Pengabdian Masyarakat Waradin Journal of Training and Community Service Adpertisi Kompeten: Jurnal Ilmiah Ekonomi dan Bisnis Economics and Business Journal Journal of Artificial Intelligence and Digital Business Indo-Fintech Intellectuals: Journal of Economics and Business (JIMBE) Ininnawa: Jurnal Pengabdian Masyarakat Advances in Management & Financial Reporting Celebes Journal of Community Services Journal of Economics, Bussiness and Management Issues Jurnal Pengabdian Negeri Jurnal Pengabdian Kepada Masyarakat Journal of Studies in Academic, Humanities, Research, and Innovation Jurnal Akuntansi Pajak dan Manajemen International Journal of Education Management and Religion Masterpiece Journal Society Service Insight Khazanah Journal: Economics, Muamalah dan Entrepreneurship KATALIS : Jurnal Inovasi Pengabdian Masyarakat Journal of Economics and Management Technologies International Journal of Economics and Development Jurnal Akademik Pengabdian Masyarakat Ichsan Sidenreng Rappang
Achmad Ridha
Universitas Negeri Makassar
Religion Agriculture, Biological Sciences & Forestry Humanities Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Public Health Social Sciences Other

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Exploring Trust and Perceived Risk in Digital Payment Adoption among MSMEs: A Phenomenological Approach Weku, Christoffel E.F.; Aldrin, Andi Indah Deliyanti; Ridha, Achmad
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 1 (2026): Februari - April
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i1.6637

Abstract

Digital payment systems have expanded rapidly in Indonesia, offering micro, small, and medium enterprises (MSMEs) opportunities to improve transaction efficiency and strengthen financial inclusion. However, adoption among MSMEs remains uneven, suggesting that technological benefits alone do not fully explain acceptance. This study explores how MSME owners in Makassar experience trust and perceived risk in adopting digital payment systems. Using a qualitative phenomenological approach, data were collected through in-depth semi-structured interviews with twelve MSME owners operating across diverse sectors in Makassar. The interviews were transcribed verbatim and analyzed manually through iterative data reduction, coding, and thematic development to capture the essence of participants’ lived experiences. The findings reveal four interconnected themes. First, trust emerged as an experiential outcome shaped by repeated successful transactions and perceived system reliability. Second, perceived risk persisted as an emotional concern, particularly related to financial loss and loss of control during transaction uncertainty. Third, trust and risk were actively negotiated through social validation from peer MSMEs and institutional cues such as regulatory legitimacy. Fourth, trust and perceived risk jointly shaped adoption as an adaptive process, leading to selective and hybrid usage patterns rather than full replacement of cash transactions. This study contributes to digital payment adoption literature by reframing trust and perceived risk as lived, dynamic experiences embedded in everyday business practices. Practically, the findings highlight the need for payment providers and policymakers to strengthen system reliability, improve transparent dispute-handling mechanisms, and leverage community-based trust-building strategies to support sustainable digital payment adoption among MSMEs.
Kekuatan Voice of Customer di Media Sosial: Dampaknya terhadap Respons dan Perbaikan CRM Perbankan Wiwin Riski Windarsari; Fina Ruzika Zaimar; Hasisa Haruna; Achmad Ridha; Andi Rahmatullah Mangga
Bisman (Bisnis dan Manajemen): The Journal of Business and Management Vol. 8 No. 2 (2025): Juli 2025
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Islam Majapahit, Jawa Timur, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36815/bisman.v8i2.4344

Abstract

Social media is increasingly serving as a primary channel for customers to voice their banking experiences, including complaints, questions, and appreciation. This study aims to analyze the power of Voice of Customer (VoC) on platform X and its impact on company responses and Customer Relationship Management (CRM) improvements. The study analyzed 1,456 posts from 998 unique accounts addressed to Bank C's official account during August 2025. The results showed that dominant complaints included failed transactions with balance deductions, application disruptions, OTP and verification issues, difficulties contacting customer service, and security and fraud issues. Company responses were generally directed to private channels (DM or phone) using template-based answers. However, personalization efforts were evident in innovative application features, such as transaction notifications, e-statements, and the Bank C keyboard. These findings confirm that VoC is not simply a source of complaints but also a strategic input that can drive system improvements and interaction quality. Practical implications include the need to strengthen social listening, improve the quality of personalized responses, and integrate VoC directly into CRM. The use of AI and automation can also support the initial response process, while maintaining human oversight for sensitive cases. This research was limited to a single banking institution, a single platform, and a specific period, so the results cannot be broadly generalized. Future studies are recommended to involve more institutions, communication channels, and take a longitudinal approach to assess the impact of CRM improvements on customer satisfaction and loyalty.
Mind Over Media: Moderasi Literasi Keuangan dalam Pengaruh Finfluencer dan FOMO terhadap Keputusan Investasi pada Investor Pemula Lidya Anastasya; Achmad Ridha; Wiwin Riski Windarsari
Bisman (Bisnis dan Manajemen): The Journal of Business and Management Vol. 8 No. 2 (2025): Juli 2025
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Islam Majapahit, Jawa Timur, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36815/bisman.v8i2.4367

Abstract

This study examines the influence of finfluencers and fear of missing out (FOMO) on investment decisions among novice investors, with financial literacy as a moderating variable. The rise of social media has made finfluencers and FOMO dominant social and emotional factors in digital investing. Using a quantitative causal approach with SEM-PLS on 100 novice investors from digital platforms, the results show that both finfluencer and FOMO positively affect investment decisions. Financial literacy significantly moderates the effect of finfluencers but does not significantly moderate the relationship between FOMO and investment decisions. The findings indicate that digital investment behavior is driven by the interaction of social, emotional, and cognitive factors, with financial literacy enhancing rational evaluation of financial information. Keywords: finfluencer, fear of missing out (FOMO), financial literacy, investment decision
Co-Authors Adriansyah Adriansyah Adriansyah Adriansyah Alam S, Samsu Aldrin, Andi Indah Deliyanti Anang Setiawan Anastasya, Lidya Andi Rahmatullah Mangga ARDIANSYAH ARDIANSYAH Azlan Azhari Erwin Erwin Fadil Muhammad Fina Ruzika Zaimar Fina Ruzika Zaimar Fitriani Handayani Hasan Hasan, Handayani Hasisa Haruna Hasnidar Hasnidar Hasnidar Hasnidar Hery Maulana Arif Indri Iswardhani Isma Azis Riu Josina Lawalata Jusri Leny Yuliana Leny Yuliana Lidya Anastasya Lidya Anastasya Majiding, Nurul Chalisa Mangga, Andi Rahmatullah Muh Anugrah Prabowo Putra Muh. Anugrah Prabowo Putra N, Zhulby Nurul Hidayah Nurul Fadilah Aswar Putra, Muh Al Fatah Arief Rahmat, Muh. Rijal Alim Rahmi R, Nurazizah Ridwan Andi Mattoliang Rosnaini Daga Rostina S, Samsu Alam Samsu Alam S Sri Astuti Nasir Sudirman Kati Ushwa Dwi Masrurah Arifin Bando Weku, Christoffel E.F. William Suryanto Limoa Windarsari, Wiwin Riski Yusuf, Yulia Yunita Zaimar, Fina Ruzika Zulkifli Zulkifli