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All Journal Jurnal Komputer Bisnis Jurnal Teknologi Informasi Jurnal Digitalisasi Administrasi Bisnis
Susilawati Sugiana, Neng Susi
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Computer Science & IT Economics, Econometrics & Finance Environmental Science

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The Role of Customer Service in Establishing Trust in Fintech through ShopeePay on the Shopee Platform Hamidah, Hamidah; Oktaviani, Sagita Dela; Sianturi, Ezra Riyanti; Adela Putra, Billy Rifallo; Abraham Jansen, Warouw Vallencio; Susilawati Sugiana, Neng Susi
Jurnal Teknologi Informasi Vol 5 No 1 (2025): Jurnal Teknologi Informasi
Publisher : INSTITUT DIGITAL EKONOMI LPKIA

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This study aims to explore the role of customer service in building user trust in fintech services, specifically ShopeePay on the Shopee platform. With the rapid rise of digital payment systems, trust has become a critical factor influencing user adoption and continued usage. Using a qualitative research method, in-depth interviews were conducted with 50 ShopeePay users to gather insights into their experiences with customer service and its impact on their trust in the platform. The results indicate that responsive, empathetic, and solution-oriented customer service significantly contributes to fostering trust in ShopeePay. Users emphasized the importance of clear communication, timely problem resolution, and a sense of security when interacting with customer service representatives. Practical implications suggest that improving service quality and user experience through customer service strategies can enhance customer loyalty and strengthen brand credibility in the fintech ecosystem. The findings underscore the strategic role of customer service as not only a support function but also a trust-building mechanism in digital financial services.
THE LEVEL OF CUSTOMER CONVENIENCE IN ACCESSING SERVICE FEATURES ON THE GOJEK APPLICATION Martini, Tini; Azzahra, Hifia Alya; Nur Qolbi, Aprilia Eka; Surahman, Dongki; Susilawati Sugiana, Neng Susi
Jurnal Teknologi Informasi Vol 5 No 1 (2025): Jurnal Teknologi Informasi
Publisher : INSTITUT DIGITAL EKONOMI LPKIA

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This study aims to determine the level of customer comfort in accessing service features on the Gojek application. As a widely used digital platform in Indonesia, Gojek offers a variety of services that demand an easy-to-use interface and smooth accessibility. This research uses a qualitative method involving 20 resource person who are active Gojek users. Data was collected through open-ended interviews to explore users' experiences, challenges, and satisfaction in accessing service features such as transportation, food delivery, payment systems, and customer support. The results show that most users find the Gojek application generally convenient and intuitive, especially in terms of navigation and feature integration. However, a minority of users expressed difficulties in accessing certain functions, especially during system updates or when using older phone models. Practical implications suggest that while Gojek's interface design is largely effective, there is still room for improvement in optimizing the user experience for a wider demographic, especially those less familiar with digital technology. Improving system responsiveness and providing clearer guidance within the application can increase customer satisfaction and loyalty. This study contributes to the ongoing importance of user-centered design in mobile applications.
UNPACKING THE IMPACT OF DIGITAL TOUCHPOINT EXCELLENCE AND SWITCHING RESILIENCE ON BUILDING MILLENNIAL LOYALTY AND FINANCIAL DECISION-MAKING AT PHINTRACO SEKURITAS Hapsari, Ayuningtyas Yuli; Anwar, Tezza Adriansyah; Susilawati Sugiana, Neng Susi; Widjatun, Vincentia Wahju; Padmanegar, Oliver Hasan
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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The purpose of this study is to investigate the influence of Digital Touchpoint Excellence and Switching Resilience on Millennial Loyalty and Financial Decision-Making in the context of digital investment services at Phintraco Sekuritas. In particular, the study seeks to understand how high-quality digital interactions and user resilience contribute to sustained loyalty among millennials in Java and Bali. A quantitative research method was employed using a structured online questionnaire distributed to millennial respondents aged 20–40 who actively use digital investment platforms. A sample of 384 respondents was selected through proportional random sampling across major cities in Java and Bali. The data were analyzed using Structural Equation Modeling (SEM) with AMOS to test the relationships among variables. The results reveal that Digital Touchpoint Excellence significantly influences both Financial Decision-Making and Millennial Loyalty, with Financial Decision-Making acting as a partial mediator. Furthermore, Switching Resilience strengthens the impact of Financial Decision-Making on Millennial Loyalty, indicating its role as a moderating variable. The findings suggest that creating seamless, personalized, and reliable digital touchpoints is crucial in enhancing user confidence in financial decisions, which in turn drives loyalty. This study provides practical implications for fintech service providers, emphasizing the importance of investing in digital customer experiences and resilience-building strategies to retain millennial users. Uniqueness of this study lies in its integrated approach that combines psychological resilience and digital UX excellence within a financial decision-making context, specifically targeting millennial behavior in the Indonesian capital market a perspective that remains underexplored in previous research.
An Analysis of the Impact of Customer Service Quality on Customer Satisfaction at Sephora, Summarecon Mall Bandung Hendriana, Tengku Ine; Dwiyanti, Ully; Maharani, Luthfika Dewi; Maipalna, Pepen; Faturrohman, Faturrohman; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study aims to explore the dimensions of service quality and their impact on customer satisfaction within a retail service context. As consumer expectations continue to rise alongside the growth of the business sector in Indonesia, understanding customer perceptions has become increasingly critical for sustaining competitive advantage. The research adopts a qualitative approach to gain in-depth insights, involving semi-structured interviews with 20 respondents who have experienced direct service interactions in a prominent retail company. Data were analyzed using thematic content analysis to identify recurring themes related to service quality, responsiveness, and customer loyalty. The findings reveal that five key factors reliability, responsiveness, empathy, assurance, and tangibles play a significant role in shaping customer satisfaction. Among these, responsiveness and empathy emerged as the most influential in creating a positive service experience. Additionally, the study highlights how personalized communication and consistent service delivery contribute to long-term customer retention. From a practical standpoint, the results suggest that retail businesses should invest in employee training programs that enhance interpersonal skills and customer empathy. The unique contribution of this study lies in its qualitative focus within a largely quantitative research domain, offering rich, narrative- based insights that deepen understanding of service quality dynamics. This research contributes to the broader field of service management by offering actionable strategies for improving customer satisfaction through tailored service improvements.
DETERMINANTS OF SUSTAINABLE COMPETITIVE ADVANTAGE Yunani, Jennifer; Raharja, Sam’un Jaja; Susilawati Sugiana, Neng Susi; Tahir, Rusdin
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Private universities in West Java and Banten face intense competition in attracting prospective students due to the proliferation of higher education institutions and changing market demands. This study aims to examine the determinant factors of sustainable competitive advantage, focusing on the roles of product mix and integrated marketing communication strategies. Using a quantitative approach, data were collected through a structured questionnaire distributed to 210 marketing managers and administrative leaders across private universities in the region. Structural Equation Modeling (SEM) was employed to analyze the relationships among variables. The findings reveal that both product mix and integrated marketing communication significantly influence the achievement of sustainable competitive advantage. Specifically, the alignment of academic program diversity with market needs and consistent, targeted communication campaigns contribute to institutional differentiation and long-term competitiveness. Theoretically, this research enriches the literature on strategic marketing in higher education by integrating marketing mix elements and communication frameworks. Practically, the study offers valuable insights for university leaders in developing effective marketing strategies to sustain competitiveness amidst a dynamic educational landscape.
THE IMPACT OF DIGITAL TRANSFORMATION ON GLOBAL BRANDING AND CUSTOMER SERVICE: A STUDY OF ZARA FASHION Musty, Bertha; Lestari, Elisa Diana; Rifani, Hasnatia; Santika, Vanya Zahwa; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Digital transformation has become a key driver in shaping branding and customer service strategies within the global fast fashion industry, with Zara standing out as a leading example. This study investigates how the adoption of digital technologies—such as artificial intelligence (AI), big data, social media, and omnichannel platforms—enhances global brand identity and improves the quality of customer service. Employing a mixed-methods approach, the research analyzes Zara’s digital strategy alongside consumer perceptions of brand experience in the digital age. The findings reveal that digital technologies enable personalization, two-way communication, and brand consistency across diverse international markets. Furthermore, digitalization contributes to greater operational efficiency and stronger customer engagement, leading to increased customer satisfaction and loyalty. These results offer practical insights for fashion companies seeking to stay competitive and relevant amid the ongoing digital transformation of consumer behavior, while also contributing to the theoretical understanding of the relationship between digital transformation, global consumer behavior, and brand strength.
EVALUATING SERVICE QUALITY AND ENHANCING CUSTOMER SATISFACTION: A STUDY ON JNE COURIER SERVICE Aziz, Eliza Viandrayani; Agustin, Rissa; Hendro, Jon; Pratiwi, Rindu Giska; Soegara, Zodi; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study explores the service quality provided by PT Jalur Nugraha Ekakurir (JNE) and its relationship with customer satisfaction. As courier services play a pivotal role in the logistics industry, understanding how service performance shapes user perception is essential for maintaining a competitive edge. A quantitative research design was adopted, utilizing structured questionnaires distributed to 50 active users of JNE's delivery services. The survey was developed based on the SERVQUAL framework, covering five primary dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Data were analyzed using SPSS through descriptive statistics, validity and reliability testing, and multiple linear regression analysis to identify the most influential service quality dimensions. Results indicate that each SERVQUAL component plays a notable role in influencing customer satisfaction, particularly reliability and responsiveness, which emerged as the most influential elements. These results highlight the importance of prompt delivery, dependable service, and responsive communication in enhancing customer satisfaction. The study concludes with practical recommendations for JNE, such as improving delivery precision, strengthening real-time tracking features, and enhancing customer service support. Furthermore, this research adds contextual insights to the limited body of literature on logistics services within the Indonesian market.
The Influence of Service Quality on Customer Loyalty at Ibis Hotel Bandung Afifa Mukhlis, Ervie Nur; Nurarifian, Muhammad Chairully; Agustian, Deryl; Syafrilyudin, Rafli; Hidayatullah, Tubagus; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study aims to analyze the influence of service quality on customer loyalty at Ibis Hotel Bandung. The hospitality industry is highly competitive, and maintaining customer loyalty is crucial for business sustainability. Service quality is considered a key factor influencing customer decisions to repurchase and recommend hotel services to others. This research uses a quantitative method with a survey approach, involving 100 customers who have stayed at Ibis Hotel Bandung. Data were collected through questionnaires measuring five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using multiple linear regression to determine the significance of each dimension’s effect on customer loyalty.The results show that service quality significantly influences customer loyalty at Ibis Hotel Bandung. Among the dimensions, reliability and assurance have the highest positive impact, indicating that customers value consistent service performance and the confidence provided by hotel staff. Tangibles, such as cleanliness and room facilities, also contribute to loyalty, though to a lesser extent. Responsiveness and empathy were found to positively affect loyalty by creating comfort and trust in customers during their stay. These findings imply that Ibis Hotel Bandung must continuously maintain and improve its service quality, especially in ensuring reliable and assured services to increase customer retention and recommendations. This study contributes to the hotel management literature by reaffirming that excellent service quality is a strategic asset in building and sustaining customer loyalty in the hospitality industry.
The Role Of Empathy and Responsiveness of BPJS in Cibabat Hospital Services in Attaning to Increase Consumer Satisfaction Tamzil, Adil; Lesmana, Virni Alya; Azzahra, Keysanaura Putri; Az-zahra, Gisca Amalia; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study aims to analyze the role of empathy and responsiveness in BPJS-related services at Cibabat Hospital in enhancing consumer satisfaction. Recognizing the importance of humane and efficient interactions in healthcare settings, the research explores how these two dimensions influence patients' perceptions and experiences. Utilizing a quantitative approach, the study surveyed 50 BPJS patients through a structured questionnaire designed to measure service quality and satisfaction levels. Data were analyzed using SPSS software, employing descriptive statistics, reliability tests, and multiple regression analysis to determine the strength and significance of empathy and responsiveness as predictors of satisfaction. The findings reveal a positive and significant effect of both empathy and responsiveness on consumer satisfaction. Empathy, demonstrated through attentive listening and emotional understanding, emerged as the stronger contributor, while responsiveness—reflected in prompt service and staff availability—also showed substantial impact. The practical implications of this research highlight the need for targeted training programs for hospital staff, focusing on communication skills, emotional intelligence, and timely service delivery. Hospital management should foster a patient-centered culture that emphasizes these values to boost satisfaction and trust in BPJS services. What sets this study apart is its localized focus on BPJS users within a single hospital, offering nuanced insights into a specific institutional setting that can inform broader policy initiatives.
THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND LOYALTY: AT MOKOPI GARDEN Ismail, Dede; Nisa, Alifia Khairun; Adhadiana, Elysa Fitria; Anakota, Reflita; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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— This study aims to investigate the role of customer satisfaction as a mediating variable in the relationship between service quality and customer loyalty at Mokopi Garden, a growing coffee shop located in Bandung. As competition in the culinary business intensifies, understanding how service quality drives loyalty through customer satisfaction becomes crucial. This research adopts a quantitative approach with a sample of 50 respondents who are regular visitors of Mokopi Garden. Data were collected using a structured questionnaire based on indicators of service quality, customer satisfaction, and loyalty. The collected data were analyzed using SPSS version 26, including regression and mediation analysis (Sobel test) to examine the indirect effect of service quality on loyalty through satisfaction. The findings indicate that service quality has a significant and positive impact on both customer satisfaction and customer loyalty. Furthermore, customer satisfaction partially mediates the relationship between service quality and loyalty. This suggests that while service quality directly influences loyalty, its effect is enhanced when customers are satisfied with the services provided. These results emphasize the importance for Mokopi Garden to consistently deliver high-quality service in order to foster satisfaction and build long-term loyalty among its customers. Practically, this research provides valuable insights for coffee shop managers and marketers to prioritize service improvements as a strategic tool to enhance customer satisfaction and loyalty. The uniqueness of this study lies in its specific focus on a local brand within a competitive urban market, offering contextual relevance and actionable recommendations.
Co-Authors Abraham Jansen, Warouw Vallencio Adela Putra, Billy Rifallo Adhadiana, Elysa Fitria Afifa Mukhlis, Ervie Nur Agustian, Deryl Agustin, Rissa Amelia, Putri Restu Anakota, Reflita Anwar, Tezza Adriansyah Az-zahra, Gisca Amalia Aziz, Eliza Viandrayani Azzahra, Hifia Alya Azzahra, Keysanaura Putri Bertha Musty Choirunisa, Fildza Dahlia, Anum Dwiyanti, Ully Faturrohman, Faturrohman Hamdani, Deden Sofyan Hamidah . Hapsari, Ayuningtyas Yuli Hendriana, Tengku Ine Hendro, Jon Hidayatullah, Tubagus Ismail, Dede Kayla Hasan, Aneilla Jaleesa Lesmana, Virni Alya Lestari, Elisa Diana M Nainggolan, Flora Citra Maharani, Luthfika Dewi Maipalna, Pepen Mulya Andriana, Zaky Ralf Naysa, Kayla Nazwa Nisa, Alifia Khairun Nur Qolbi, Aprilia Eka Nurarifian, Muhammad Chairully Oktaviani, Sagita Dela Padmanegar, Oliver Hasan Pratiwi, Rindu Giska Rammelbergi, Janadi Rifani, Hasnatia Rohmah, Yunia Nur Rusdin Tahir, Rusdin Sahiira Gaydha, Aisya Ghina Sam'un Jaja Raharja Santika, Vanya Zahwa Sianturi, Ezra Riyanti Soegara, Zodi Surahman, Dongki Susanti, Femy Syafrilyudin, Rafli Syah, Sopviyan Tamzil, Adil Thamrin, Janadi Rammelsbergi Tini Martini, Tini Widjatun, Vincentia Wahju Yunani, Jennifer