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At-Tasharruf: Jurnal Ekonomi dan Bisnis Syariah
Published by Universitas Muhammadiyah Jember
ISSN : 26852802     EISSN : 2715369X     DOI : https://doi.org/10.32528/at
Core Subject : Economy,
Economics, Econometrics & Finance
Jurnal At-Tasharruf adalah Jurnal Kajian Ekonomi dan Bisnis Syariah yang diterbitkan oleh Universitas Muhammadiyah Jember, dan dikelola oleh Program Studi Ekonomi Syari’ah. Jurnal At-Tasharruf memuat hasil penelitian dan artikel ilmiah para dosen, mahasiswa, dan peneliti yang berkaitan dengan kajian Muamalah, Ekonomi dan Bisnis Syariah, Perbankan Syariah, Lembaga Keuangan Syari’ah, Filantropi Islam, dan Pemikiran Para Tokoh Ekonomi Syari’ah.
Arjuna Subject : Ilmu Ekonomi, Ekonometrika dan Keuangan (semua kategori) - Ilmu Ekomomi dan Ekonometrika
Articles 31 Documents
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Digital Empathy and Solidarity: Case Study of Netizen Responses to MSMEs in Crisis Fitria Mumtazah; Araffi, Mayogi; Noor, Muhammad
At-Tasharruf "Jurnal Kajian Ekonomi dan Bisnis Syariah" Vol. 7 No. 1 (2025): At-Tasharruf
Publisher : Universitas Muhammadiyah Jember

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Abstract

This study aims to understand how consumers respond to the crisis experienced by Micro, Small and Medium Enterprises (MSMEs) actors, especially in terms of customer engagement and loyalty. This study uses a qualitative approach with thematic narrative design and netnography strategy. Data were collected through documentation of comments on social media related to the closure of the “Mama Khas Banjar” business, an MSME that experienced a crisis due to legal issues. The results showed that the crisis led to emotional solidarity from customers, in the form of moral and spiritual support delivered publicly. Consumers are not only silent, but actively involved in defending business actors. In addition, criticism of disproportionate law enforcement also surfaced in online discussions. The findings also strengthen the perception that MSMEs are seen as pillars of the people's economy that must be protected, not punished. This research confirms that consumer loyalty can be formed not only because of service satisfaction, but also because of emotional attachment and human values. The findings are important for MSMEs, government, and researchers in understanding the dynamics of customer relationships during a crisis.

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