Indonesian Customers Research Articles

The Determinant Factors of Shopping Cart Abandonment Among E-commerce Customers in Indonesia

Predicting the non-purchase behavior of potential customers, such as the abandonment of online shopping carts, is a pivotal factor in determining the success of companies. Despite several conducted studies, further investigation is still required to gain a profound understanding of the underlying causes of these phenomena. The research aims to analyze the motivating factors behind shopping cart abandonment among ecommerce customers in Indonesia using a quantitative method. Furthermore, the population size is undefined, and the sample consists of 200 respondents selected through purposive sampling. The sample size is determined by five times the indicator number. The data analysis is conducted using Structural Equation Modeling (SEM) through SmartPLS 4.0.8.5, and the Coefficient of determination (R2) value for shopping cart abandonment is found to be 37.5%. The results show that complicated checkout, information overload, complicated policies, and limited shipping options positively impact shopping cart abandonment. Complicated checkout emerges as the most significant variable. Meanwhile, perceived cost and emotional ambivalence have no impact. The research also provides theoretical contributions and suggests future research for e-commerce companies and merchants. The theoretical contribution is how user emotions, user experience, merchant policies, and e-commerce regulation affect shopping cart abandonment. From the practical implications, e-commerce companies should focus on the user experience during checkout to reduce shopping cart abandonment.

Analysis Of Queueing System And Teller’s Serviceoptimization At The Sub-Branch Office Of Bank Bjb For The Regional Government Of West Bandung Regency

This study investigates the queuing system and service efficiency at the Bank BJB sub-branch office in West Bandung Regency, focusing on enhancing customer service operations. With the significant increase in banking sector customers in Indonesia, including a growth in accounts in both conventional and digital financial institutions, the banking industry faces challenges in maintaining speed and efficiency in customer service. Long queues and time-consuming services have led to customer dissatisfaction and reduced operational efficiency​​.The research examines the current performance of the queuing system and teller service time, analyzing the root causes of prolonged waiting and service times, and developing strategies to optimize these times​​. The Bank BJB KCP serves a varied customer base, with complex banking requirements that often lead to longer service times​​. The queuing system employs a multi-channel, single-phase model, and the tellers offer several services, each with its own service level agreement​​.Observational data collected over 12 working days revealed the busiest hours and performance metrics, indicating high congestion during peak hours​​. Root cause analysis, considering both teller and customer perspectives, identified key issues contributing to the queuing system's inefficiency. The study's findings aim to enhance the overall customer service efficiency at Bank BJB KCP.

The Influence of Green Practices and Green Perceived Value on Green Loyalty through Green Satisfaction with Gender as a Moderating Variable

This study wants to show the connection between green practices implemented by Islamic banks, green perceived value, and customer loyalty, either directly or through green satisfaction, and gender as a moderating variable. To answer the research hypothesis, 202 questionnaires that have been distributed to Sharia commercial bank customers in Indonesia were analyzed in this study. Sample determination was carried out through a purposive sampling technique. Structural Equation Modeling – Partial Least Square (SEM-PLS) was used to analyze the data. This research found that green practice does not significantly affect green loyalty but significantly affects green satisfaction. Meanwhile, green perceived value directly makes customers loyal and satisfied with Sharia banks. It also discovered that green satisfaction has a significant effect on green loyalty and can mediate the influence of green practices and perceived value on green loyalty. At the same time, gender as a moderating variable cannot moderate the influence of green practices and perceived value on green loyalty. This research emphasizes the importance of innovation and developing practices that positively impact the environment and are satisfying because this program can increase customers' loyalty towards Sharia banking.

Analisis Faktor yang Berpengaruh Terhadap Kepercayaan dan Kepuasan Nasabah Pengguna Mobile Banking

Technology has made banking more user-friendly. Mobile banking a type of internet banking uses mobile devices to conduct financial transactions. Mobile banking makes banking easier and faster. To meet consumer expectations and build trust, loyalty, and happiness, mobile banking must be of high quality. Digital banking customers prioritize privacy and security, therefore banks must address these concerns. To reduce these concerns and retain customers, banks must provide excellent service. The purpose of this study is to analyze the effect of the overall trust dimension in explaining the mediator role of the trust variable in shaping customer satisfaction. Before the research, validity and reliability tests were carried out on each statement using Structural Equation Modeling (SEM) PLS. In this study, 165 government bank customers in Indonesia were involved as respondents. Based on the results of research that has been conducted, there is a significant positive influence between service quality, information quality, system quality, Structural assurance, Task Characteristic, Perceived of usefulness, Perceived ease of use on customer trust. This influence shows that the better customer trust, the higher customer satisfaction. Improving system quality, information quality, in mobile banking services will help companies strengthen customer trust and increase perceptions of service usefulness, leading to more positive and effective interactions.

SERVICE QUALITY AND CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND TRUST IN INDONESIAN SHARIA BANK

This study determines the effect of service quality on customer loyalty with satisfaction and trust as mediating variables in Indonesia sharia banks during the Covid-19 pandemic period. This study used 300 respondents of sharia bank customers in Indonesia. The data were analyzed using a partial least square with the SmartPLS 3.0 analysis tool. Service quality has a positive effect on customer loyalty, service quality has a positive effect on customer satisfaction, service quality has a positive effect on trust, satisfaction has a positive effect on customer loyalty, trust has a positive effect on customer loyalty, satisfaction is able to mediate the effect of service quality on customer loyalty, and trust is able to mediate the effect of service quality on loyalty. This study adopts two mediating variables, namely satisfaction and trust in the effect of service quality on customer loyalty. The results present partial mediation of satisfaction on the influence of service quality on customer loyalty and partial mediation of trust on the influence of service quality on customer loyalty.

THE INFLUENCE OF FINANCIAL LITERACY, PERSONAL SALES, AND CONSUMER TRUST ON PRIVATE HEALTH INSURANCE PRODUCT PURCHASE DECISIONS

The definition of risk in insurance is the uncertainty of future events that can cause financial losses. With health insurance, these risks can be managed so as not to cause financial losses. However, in general, Indonesian people have not placed health insurance as a priority to fulfill the need for security. The purpose of this study is to verify the relationship between Financial Literacy, Personal Selling and Consumer Trust on Purchasing Decisions with two theoretical approaches Theory of Planned Behavior and Social Exchange Theory. The data source used is primary data, which is obtained directly from respondents using an online questionnaire in the form of Google Form. The data collected was 521 data. The results of the study prove that Financial Literacy, Personal Selling, and Consumer Trust have a positive effect on Purchasing Decisions. The originality of this research is that it is the first attempt to evaluate private health insurance customers in Indonesia using the Theory of Planned Behavior and Social Exchange Theory approaches in parallel.

A Practical Approach to Enhance Data Quality Management in Government: Case Study of Indonesian Customs and Excise Office

Background: The exponential data growth emphasises the importance of efficient information flow in organisations, especially in the financial sector. Data quality significantly influences decision-making, necessitating reliable Data Quality Management (DQM) frameworks. Previous studies propose DQM to maintain data quality through regulation, technology, measurement, evaluation, and improvement. Researchers highlight high-quality data benefits in private organisations but note the lack of improvement in data utilisation in public organisations. In Indonesia, data accuracy and quality are crucial for financial policies, with frequent reports of data inaccuracies in the Directorate General of Customs and Excise (DJBC), demanding standardised DQM practices. However, However, prior studies have yet to provide comprehensive and practical solutions to improve DQM practices. This study therefore aims to measure the DQM maturity, provide recommendations based on best practices, and formulate a practical strategy for improvements along with indicators tailored to the organisation, a topic that previous research has not explored. Methods: This study falls under a mixed method approach (a quantitative study followed by a qualitative study) and employs a three-stage methodology. The authors conduct maturity assessment using Loshin model through an assisted enumeration from 5 key stakeholders followed by recommendations based on the Data Management Body of Knowledge (DMBOK) and strategy formulation from internal documents and interview. Results: The data analysis yielded a DQM maturity score of 3.10, indicating a "defined to managed" level of maturity. Among eight components, only one receives a Managed level, two components are in the Defined level and the rest belongs to a Repeatable level. This study also proposes three strategies to bolster DQM by targeting 49 weak points, which will be progressively and sequentially implemented over a three-year period, using twelve possible solutions. Conclusion: The study highlights the importance of efficient data flow, particularly in the financial sector, and suggests DQM for maintaining data quality. DJBC's import DQM level is assessed using Loshin's measurements, revealing areas for improvement through key DMBOK activities. Recommendations include data governance, strategic planning, and sequential DQM implementation. The study concludes by formulating a practical approach to be applied in a three-year span with ten indicators to measure success. Keywords: Data Quality Management, Data Quality Maturity Model, Data Quality Strategy, Loshin, DMBOK

Online Shopping Culture And Internet Generation Consumer Behavior In Indonesia

The shopping culture of Indonesian people has changed from conventional shopping to online shopping as a result of advances in information technology. The aim of this research is to learn about the culture of online shopping and the behavior of Internet-generation customers in Indonesia. The study uses qualitative research methods and triangulation approaches to analyze the data. The study found that reviews or testimonials from relatives and Key Opinion Leaders (KOL) that the Internet Generation makes a prompt to buy goods or services significantly influence their online shopping behavior. The Internet generation uses the efficiency of time, location, and advertising as important factors in their shopping behavior, but price is the most important. In addition, the results show that consumer behavior and online shopping habits known by the internet generation in Indonesia are influenced by several factors such as brand, price, advertising, location and lifestyle. This is due to the Millennial Generation's assumption that the internet generation is able to utilize technology, the difficulty of shopping for products offline, decision making based on product factors and a consumptive lifestyle. Online shopping is very practical and easy, and the generation that is very familiar with the internet does not experience any difficulties. Besides, the Internet generation prefers to shop online through e-commerce, although sometimes they still do mixed shopping. Mix shopping here is defined as a mix between online and offline shopping, according to a particular consideration.

Effect of Social Media Marketing “Instagram” Towards Purchase Intention : Evidence From Plant-Based Milk Product “Oatside” in Indonesia

In the ever-evolving field of marketing, building and maintaining purchase intent remains a central theme and a significant challenge for marketers. Among various strategies em-ployed to sustain customer brand loyalty, social media marketing has emerged as a recent and effective tool. This study delves into the impact of social media marketing on the pur-chase intent of consumers, an area that is garnering growing interest from both marketing scholars and industry practitioners. The research specifically encompasses customers in Indonesia who follow "Oatside" on Instagram. Oatside is a popular plant-based milk prod-uct, and its Instagram followers form the target demographic for this study. A structured questionnaire was administered to a sample of 130 respondents, serving as the primary data collection method. The collected data were then examined using linear regression analysis conducted via SPSS. The results of the study indicate a positive correlation be-tween purchase intent and several key factors related to the brand's social media pres-ence. These include the brand's provision of entertaining content, facilitation of two-way communication with consumers, presentation of trending topics, and offering of personal-ized content. Each of these elements contributes to enhancing consumer engagement and influencing purchase decisions. As a pioneer in this novel area of marketing, the study not only contributes to the academic understanding of the impact of social media marketing but also suggests practical tactics for industry practitioners. These strategies can be in-strumental in optimizing their social media marketing efforts, thereby enhancing customer engagement and driving purchase intent.

E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food)

PurposeThis study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty.Design/methodology/approachThe quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling.FindingsThe results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community.Practical implicationsThis study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested.Originality/valueTo the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.

The influence of islamic banking digital service quality on intention to continue using islamic banking: a case of Indonesia

Research aims: Technological advances impact every aspect of daily life, including in Islamic banking. To keep its customers, the Islamic banking industry continues improving the quality of its digital services. Using the DBSQual model, this research aims to examine the quality of Islamic banking digital services, which encompasses seven dimensions: application architecture, application efficiency, responsiveness, user-friendliness, security, reliability, and personalization, towards the intention to continue using Islamic banking.Design/Methodology/Approach: The population of this research was Islamic bank customers in Indonesia. The sample was then selected based on the criteria of Islamic bank customers using mobile banking services. Data collection was carried out by distributing questionnaires developed from previous research. To validate the questionnaire, consultations were conducted with four survey accounting experts. Also, a pilot study was performed. Hypothesis testing was then done using the Structural Equation Modelling technique based on Partial Least Square (PLS-SEM).Research findings: The results demonstrated that three dimensions of digital service quality significantly influenced the intention to continue using Islamic banks, namely application efficiency, security, and reliability. Meanwhile, the dimensions of application architecture and responsiveness had no effect.Theoretical contribution/Originality: This study covers the gap related to empirical studies that examine the role of digital service quality development on intentions to continue using Islamic banking services.

Pengaruh Interactivity dan Entertainment terhadap Purchace Decision Industri Ritel di Indonesia

This research This study aims to determine the relationship between Interactivity and Entertainment to the Purchase Decision of retail customers in Indonesia by adding the mediating variable Brand Awareness. A total of 216 respondents were obtained by distributing questionnaires through G-Form. The sampling technique used used is purposive sampling. Furthermore, the data obtained processed using structural equation modeling (SEM) method. The results This study shows the influence of Interactivity and Entertainment on Brand Awareness. on Brand Awareness. Brand awareness acts as a significant antecedent to Purchase Decision and mediates the influence of Interactivity and Entertainment on Purchase Decision. influence of Interactivity and Entertainmnet on Purchase Decision. Decision.

Factors affecting the intention to use QRIS on MSME customers

This study investigates the factors influencing the intention to use the Quick Response Code Indonesian Standard (QRIS) among Micro, Small, and Medium Enterprises (MSMEs) customers in Indonesia. In this study, a quantitative approach was taken with the survey method using an online questionnaire that was distributed to 240 MSME customers. The collected data were analyzed using the Statistical Package for the Social Sciences (SPSS) and Structural Equation Modeling (SEM) using the Analysis of Moment Structures (AMOS) 24 to test their validity and reliability. The study results show that factors such as perceived benefits, knowledge, and perceived safety significantly affect customer confidence in using QRIS. However, perceived ease of use does not significantly affect trust. In addition, perceived usefulness, knowledge, and trust significantly influence the intention to use QRIS, while perceived ease of use and perceived safety have no significant effect. Based on these findings, increasing perceptions of benefits, knowledge, and trust is critical to encouraging the use of QRIS among MSME customers. Although ease of use and security do not directly affect usage intentions, ensuring an easy user experience and providing security guarantees for MSME customers are still essential. This study contributes to the literature by increasing understanding of the factors driving QRIS adoption in SMEs. These findings can assist in developing effective strategies to increase the use of QRIS and the growth of the MSME sector, emphasizing benefits and advantages, increasing customer knowledge, and building trust in security.

Legal Protection for Digital Bank Customers in Indonesia

This legal journal provides an overview of legal protection for digital bank customers in Indonesia. This study aims to analyze the legal protection that digital bank customers in Indonesia receive. This study uses a statue approach and a conceptual approach using descriptive analysis techniques for analyzing legal materials.

Analysis Of the Influence of The Quality of Automatic Teller Machine (ATM) and Mobile Banking Services on Bank Mandiri Customer Satisfaction in The South Jakarta Region

Bank Mandiri is one of the banks with the largest number of customers in Indonesia. This research aims to analyze the level of influence of ATM and mobile banking service quality on Bank Mandiri customer satisfaction. The method used in this research is a quantitative descriptive method. Research Place in the South Jakarta area. The customer population is 170 people with a sampling method using the Slovin technique. Research data was obtained by distributing questionnaires to Mandiri Bank customers with a sample of 120 respondents. The data analysis technique uses multiple linear regression tests. Analysis of ATM service quality uses five dimensions, namely tangible, responsiveness, assurance, reliability and empathy. Analysis of mobile banking service quality uses five dimensions, namely security, convenience, comfort, design and application system. Measuring customer satisfaction uses five dimensions from Hawkins and Lonney's research, namely conformity to expectations, interest in revisiting, and willingness to recommend. The research results show that overall customers are satisfied with Bank Mandiri's ATM and mobile banking services.

Satisfaction of mobile banking customers in Indonesia

Satisfaction of mobile banking customers in Indonesia

Examining The Impact of Customer Satisfaction and Brand Image toward Consumer Loyalty on Bank Syariah Indonesia

Abstract. Bank Syariah Indonesia is a financial institution whose principal business is to provide credit and services in payment and money circulation that operates in accordance with sharia principles. This research is intended to see the role of customer satisfaction and brand image mediating customer engagement on Bank Syariah Indonesia customer loyalty. Through the purposive sampling method, the number of samples is determined to be at least 120 respondents. Data collection using questionnaire dissemination. Structural Equation Modeling (SEM- AMOS) analysis technique version 26 was used in this study. These results show that Customer Satisfaction has a significant effect on Customer Loyalty, Brand Image has a significant effect on Customer Loyalty, Customer Engagement has a significant effect on Customer Loyalty. Customer Satisfaction has a significant effect on Customer Loyalty through Customer Engagement, and Brand Image has a significant effect on Customer Loyalty through Customer Engagement. Keywords: Customer satisfaction, brand image, customer engagement, customer loyalty

The impact of green marketing on customer purchase intention: The mediating role of customer concerns and beliefs and green brand knowledge

This study aims to analyse the effect of Green Marketing on Customer purchase intention by using two intervening variables, which are Green Brand Knowledge and Customer concern and beliefs, especially on Unilever customers in Indonesia. In order to analyse the relationship between Green Marketing, customer concern and beliefs, green brand knowledge, and customer purchase intention, a research framework was developed using the Theory of Planned Behaviour. The number of samples used in this study was 192 respondents representing Indonesia. Those respondents came the age of over 17 years old and over, also aware of Unilever as a brand. The Analysis Moment of Structural (AMOS) program was used as a tool for the quantitative and structural analysis of the data utilising the Structural Equation Modelling (SEM) method. The results indicate that Green Marketing positively and significantly affects Green Brand Knowledge and Customer Concern and Beliefs. Also, Green Brand Knowledge and Customer Concern and Beliefs positively and significantly affect Customer Purchase Intention. Moreover, Green Brand Knowledge and Customer Concern and Beliefs have proven to mediate Green Marketing and Customer Purchase Intention. Accordingly, all of the hypotheses in this were accepted.

The Decline of Negative Stereotype on Chinese Brand Smartphone

People’s preferences for particular brands of smartphones are inextricably linked to the variety of smartphones available in the market. As the emerging power of the world economy, China also has many smartphone brands which are highly distributed in the global market, including in Indonesia despite the negative stigma which attached to the brands. The study examines this phenomena from the scope of cultural studies using the theoretical basis of the circuit of culture (du Gay et al., 1997). The study aims to enrich the perspective on how the consumption of Chinese smartphone brands among Indonesian are regulated, produced, consumed, and represented, which further constructs the perception of how the brands’ images are perceived by the Indonesian customers. The study is conducted based on qualitative approach by observing the interaction enacted in two Facebook groups about smartphones. The analysis of the circuit of culture reveals the development of the Chinese products’ image in Indonesia. The study found that the negative image on the Chinese brands smartphones is declining among the customers. Despite the existing negative comments, the group members often recommend the Chinese brand smartphones when it comes to the functional need with affordable price. Thus, the negative perspective on Chinese brand smartphones which believed that the phones are low quality low price is promisingly shifted into worth price to performance The findings shows that Chinese smartphone brands are gaining more acceptance and positive perception among Indonesian consumers based on their affordable prices and improved quality.

Religious Construction in Decision ­Making of Indonesian Customers for Financial Transactions on Syariah Banks

This study aims to explain how Islamic concepts, symbols and values have implications for people. Especially when they must make decisions to make financial transactions in Islamic banking. Likewise, the religious trend accompanied by the spirit of city has resulted in the enthusiasm of the community to transact with institutions labelled religion in practice. Data collection used in this study was carried out by observation and distributing questionnaires to respondents (customers). Documentation studies are also conducted to find literature related to this study. There are three findings described in this study. First, the conception and symbol of religion is an essential element in the existence of Islamic banking in Indonesia. Second, the understanding of the religious community has been constructed in the decision to make economic transactions in Islamic banks. Third, the religious trend accompanied by religious zeal makes sharia banks in Indonesia have bright prospects to attract the interest of the public to transact. The enermous potential of Islamic banks in Indonesia will experience an increase if the religious values and symbols are implemented correctly and adequately. Religious construction of economic behaviour has resulted in a shift in the pattern of community transactions in the name of religion. This shift certainly provides not only positive expectations in the religious society, but also provides broad opportunities for the banking business world.