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p-Index From 2020 - 2025
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All Journal Journal of Humanities and Social Studies East Asian Journal of Multidisciplinary Research (EAJMR)
Rafiansyah, Muhammad
Unknown Affiliation
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences

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The Influence of Service Quality, Perceived Service Quality, Perceived Price Fairness on Customer Loyalty of Gojek Users in Bandung Through Customer Satisfaction and Brand Image a Conceptual Paper Rafiansyah, Muhammad; Widodo, Arry; Silvianita, Anita; Rubiyanti, Nurafni
East Asian Journal of Multidisciplinary Research Vol. 4 No. 1 (2025): January 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/eajmr.v4i1.12744

Abstract

The growth of the ride-hailing industry in Indonesia which is estimated to reach US$9 billion in 2025 and Indonesia which is the country ranked first in Southeast Asia with the largest market value of online ride hailing and food market makes every service provider must be able to increase and maintain existing customer loyalty, especially Gojek as a ride-hailing service provider from Indonesia. Various previous studies have explored the importance of customer loyalty for a company and how to improve it. Furthermore, the results of the exploration explain that service quality, perceived service quality, perceived price fairness have an effect on customer loyalty with customer satisfaction and brand image mediating it. Based on this, this conceptual paper is expected to be able to provide further and better understanding of things that can influence customer loyalty from the ride-hailing industry.
Analyzing Twitter Social Media User Responses To Fs Cases Using Sentiment Analysis And Text Mining Rafiansyah, Muhammad; Trianasari, Nurvita
JHSS (JOURNAL OF HUMANITIES AND SOCIAL STUDIES) Vol 8, No 1 (2024): JHSS (Journal of Humanities and Social Studies)
Publisher : UNIVERSITAS PAKUAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jhss.v8i1.8640

Abstract

There are several factors behind the research on analyzing the response of social media users, especially on Twitter, to the Ferdy Sambo case. Some of these factors include the increasing use of social media and the widespread adoption of platforms like Twitter in Indonesia to comment on or express opinions about various matters or cases, particularly the Ferdy Sambo case which is the focus of this research. The purpose of this study is to determine how Twitter users respond to the Ferdy Sambo case and to assess the sentiment analysis results from Twitter users based on three categories: positive, negative, and neutral sentiments. Through the utilization of sentiment analysis and text mining, this research aims to uncover commonly used words in comments and responses from Twitter users regarding this case. These frequently used words will then be visualized using word clouds to display both their prevalence and frequency. Based on the analysis conducted, the findings reveal that out of the 15,002 data points, the words or opinions expressed by Twitter users are predominantly negative. These outcomes are further substantiated by accuracy, precision, and recall rates calculated at 97%, 95%, and 90%, respectively. The implications of this study are anticipated to offer insights into the responses of social media users towards a particular case, wherein negative situations generally elicit pessimistic opinions and vice versa. Moreover, it is envisaged that this research could serve as a foundation for future studies on similar subjects or employing similar methodologies.
Co-Authors Anita Silvianita Arry Widodo Nurvita Trianasari R. Nurafni Rubiyanti