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All Journal International Journal of Management and Business Economics Jurnal Intelek Dan Cendikiawan Nusantara
Zidny Ilma Hasan
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

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Beyond the Transaction: AI's Role in Shaping Customer Engagement and Loyalty Kurnia Khafidhatur Rafiah; Cattleya Rejito; Zidny Ilma Hasan
International Journal of Management and Business Economics Vol. 3 No. 3 (2025): Juni
Publisher : CV Putra Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58540/ijmebe.v3i3.1005

Abstract

This qualitative study explains how Artificial Intelligence technology, specifically chatbots and recommendation systems, impact customer engagement and loyalty on online shopping sites in Indonesia, particularly Shopee. Based on in-depth interviews with 25 users, this study examines customer experiences, attitudes, and behaviors. Chatbots have been shown to provide valuable functional engagement by providing quick and efficient answers to simple questions, such as order status and product details. However, their inability to handle complex issues and lack of human interaction mean that users still prefer to interact with humans for more complex issues. On the other hand, AI-powered recommendation systems are highly effective at triggering behavioral and affective engagement. Such one-to-one product recommendations not only impact purchasing decisions and product discovery but also provide the customer with a feeling of being "understood" by the platform, positively affecting customer loyalty. Altogether, the integration of the two technologies enables Customer Relationship Management (CRM) initiatives through its effectiveness and personalization, resulting in greater customer loyalty levels.
ANALISIS KANVAS MODEL BISNIS UNIT USAHA MIKRO KECIL MENENGAH Camelia Rizki Agrina; Zidny Ilma Hasan; Raden Rifqi Dwisanto; Desty Hapsari Kirana; Syifa Nathania Yarham
Jurnal Intelek Dan Cendikiawan Nusantara Vol. 1 No. 3 (2024): JUNI - JULI 2024
Publisher : PT. Intelek Cendikiawan Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Peran signifikan Usaha Mikro, Kecil, dan Menengah (UMKM) dalam mendorong perekonomian Indonesia tidak bisa diabaikan. UMKM tidak hanya menciptakan lapangan kerja tetapi juga berkontribusi pada pendapatan nasional melalui pajak badan usaha. Studi ini berfokus pada analisis model bisnis dari UMKM spesifik, Ketan Susu Bang Zul, menggunakan kerangka Business Model Canvas (BMC). Ketan Susu Bang Zul, didirikan oleh seorang mahasiswa selama pandemi COVID-19, telah menunjukkan kemampuan untuk memanfaatkan peluang pasar di pusat pendidikan Jatinangor. Melalui pengumpulan data kualitatif dan wawancara, studi ini mengungkap dinamika operasional bisnis, tantangan, dan strategi yang diterapkan oleh Ketan Susu Bang Zul untuk mempertahankan dan meningkatkan kehadirannya di pasar. Temuan utama menyoroti pentingnya media sosial dalam pemasaran, kebutuhan untuk memahami aliran pelanggan, dan potensi ekspansi bisnis. Studi ini diakhiri dengan rekomendasi strategis untuk meningkatkan keterlibatan pelanggan, mengoptimalkan manajemen sumber daya, dan meningkatkan efisiensi operasional bagi UMKM di sektor F&B.
Co-Authors Camelia Rizki Agrina Cattleya Rejito Desty Hapsari Kirana Kurnia Khafidhatur Rafiah Raden Rifqi Dwisanto Syifa Nathania Yarham