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p-Index From 2020 - 2025
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All Journal EKONOMIS : Journal of Economics and Business
Diani, Rachma
Unknown Affiliation
Economics, Econometrics & Finance

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Total Quality Management (TQM) Theory Approach to Online Customer Experience Using Chatbot to Improve Brand-Relationship Quality Diani, Rachma; Kurniawati, Kurniawati; Siagian, Yolanda Masnita
Ekonomis: Journal of Economics and Business Vol 9, No 2 (2025): September
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v9i2.2126

Abstract

This study aims to analyze the role of chatbots in e-commerce, with online customer experience as a mediator, and its influence on customer satisfaction and brand relationship quality. The study involved 203 chatbot users as a sample. The results showed that chatbot system quality positively influenced online customer experience. However, there was no positive relationship between online customer experience and customer satisfaction. On the other hand, information quality directly influenced customer satisfaction, while system quality could influence customer satisfaction, with online customer experience acting as a mediator. Finally, customer satisfaction positively influenced brand relationship quality.
Halal Tourism in West Java: to What Extent is Young Customer Perception of Safety and Comfort Diani, Rachma; Kurniawati, Kurniawati; Siagian, Yolanda Masnita
Ekonomis: Journal of Economics and Business Vol 9, No 2 (2025): September
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v9i2.2134

Abstract

This study highlights key factors influencing tourists' intention to visit halal tourism destinations in West Java, focusing on the role of perceived behavioral control, perceived value, and perceived comfort and safety. Data collection used a questionnaire developed from previous literature with specific adjustments related to halal tourism. Data were collected from 187 Muslim respondents using an online questionnaire. The results indicate that core resources, attractors, and effective destination management significantly enhance perceived behavioral control and value, which in turn shape tourists' sense of comfort and safety, ultimately influencing their intention to visit. This study highlights the competitive advantage of destinations that prioritize comfort and safety, improve service quality, and increase the likelihood of repeat visits and recommendations. Based on the Theory of Planned Behavior (TPB) and the destination competitiveness framework, this study deepens our understanding of the motivators driving halal tourism.
Co-Authors Kurniawati Kurniawati