JER
Vol. 8 No. 2 (2025): September - February

The Influence of Artificial Intelligence and Brand Experience on Brand Equity in the Social Security Program for Workers

Mariana, Rita (Unknown)
Kurniawati (Unknown)
Masnita, Yolanda (Unknown)

Article Info

Publish Date
19 Jul 2025

Abstract

This study examines the influence of Artificial Intelligence (AI) and Brand Experience on the Brand Equity of BPJS Ketenagakerjaan. Against the backdrop of the importance of social protection in Indonesia's economic development, this study highlights how the application of AI, particularly through chatbots, can enhance service efficiency and user experience. The research method employs Structural Equation Modeling (SEM) to analyze data from 319 respondents. The results indicate that AI has a significant positive impact on Self Congruity and Consumer Empowerment, which ultimately enhance Brand Experience. Additionally, Brand Experience is proven to increase Brand Equity. These findings provide insights for BPJS Ketenagakerjaan in designing more effective and relevant service strategies in the digital age.

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Journal Info
JER
Website

Abbrev

JER

Publisher

Universitas Muslim Indonesia

Subject

Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Jurnal Economic Resource_(JER) is open access. This journal is published in _ March & September. Journal of Economic Resources|e-ISSN 2620-6196] is a peer-reviewed journal published twice a year (March & September) by the Faculty of Economics and Business, Universitas Muslim Indonesia_UMI. Journal ...