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Articles by Indrawati
Total Records ( 4 ) for Indrawati
  Indrawati and Gusti Ayu Made Mas Marhaeni
  The average of customers in using instant messenger applications such as WhatsApp, Blackberry Messenger (BBM), LINE, KakaoTalk and WeChat in Indonesia is 40 min per customer per day with the number of application downloaded in Indonesia is the second highest among six countries in South East Asia. This data is contradictive with frequency of usage application in Indonesia which is the lowest among other South East Asia countries. This highest number of downloaded application which is not in line with highest usage of application is not good for the business. It is important to know the factors that affect the intention and usage of instant messenger application. So far, there is no well published research regarding this matter, yet. This research wants to propose a measurement model to analyze factors that affect the behavioral intention and usage of instant messenger applications in Indonesia, especially in Bandung based on UTAUT 2 Model from Venkatesh. The measurement model has been tested by using 30 respondents, the users of instant messenger applications in Bandung. The pilot test reveals that the measurement model is valid and reliable to be used for further study.
  Indrawati and D. Indriasari
  Revenue growth of High Speed Internet (HSI) in a Telco Company in Indonesia tends to bestagnant, it was not in line with the sales growth occurred in each month. This was an indication that there was a number of customers who warechurn and did not pay the service thus, the revenue from sales was not in line with the sales growth. It is necessary to do research related to customer loyalty in order to reduce the level of churn that occured. This research utilized customers data resulted by optimized churn prediction tool from big data project that remain loyal yet had been predicted to be churned. This research used customer loyalty model which has corporate image, service quality, customer satisfaction, commitment, perceivedvalue, switching cost or trustas independent variables that had positive influence to customer loyalty. Data were collected through questionnaires distributed to 929 customers through on line (using google form and phone) and off line (customers’ visits). The 929 customers were selected based on result of churn prediction by big data project that kept loyal for the next 3 months. From all questionnaire collected, only 482 customers gave valid respons. The 482 valid data were analyzed by using SmartPLS 3.0. The result indicated that service quality, customer satisfaction, commitment, perceived value, switching cost and trust had positive influence to customer loyalty. While the corporate image factor did not have positive influence on customer loyalty at 95% of significant level. Commitment was found to be the most critical factor in affecting customers’ loyalty. Since, commitment variable had the highest score of influencing customer loyalty whereas commitment was affected by customer satisfaction through service quality, this research suggested to increase customer loyalty trough increasing service quality. Based on descriptive result in order to give a good service quality, the company must give better service than other operators trough increasing speed and stability of HSI, repairing HSI interferenc equickly and accurately, giving service in accordance with service level guarantee and giving service as promised in term of time and quality.
  Indrawati , Murali Raman , Maya Ariyanti and Kok-Wai Chew
  In Indonesia, the percentage of application downloaded is the second highest in South East Asia after Philippines but the usage duration is the lowest (40 min) among these countries. In Malaysia, the percentage of application downloaded is the lowest among these countries but the usage frequency is the highest (66 min). It is important to increase the usage of the application especially in Indonesia which is considered still low compare to Malaysia. The increase of application usage can have many advantages such as increasing the telecommunication traffic and invite the advertisement. In order to increase the usage, factors that influence the behavioral intention and usage behavior of the application is important to determine. The objective of this research is to identify factors that affect the behavioral intention and usage behaviour toward instant messenger application among Indonesians and Malaysians. Literature review of articles from international journals and interview and focus group discussion with 98 customers in Indonesia and 36 customers in Malaysia was done in this study. Our findings suggest that there are 2 new variables that should be added to the original UTAUT2 model, namely: interoperability and mobile friendliness. Thus, this study proposed performance expectancy, effort expectancy, social influence, facilitating condition, hedonic motivation, price value, mobile friendliness and interoperability as independent variables which will infuence the behavioural intention and usage behavior of indonesians and malaysians toward instant messenger applications. Age and gender are proposed as moderating variables.
  Indrawati and Satria Rahmat Mukti Adicipta
  The purpose of this research was to determine the customer perception toward an ABC internet banking and to determine the factors influencing acceptance level of internet banking by customers of ABC bank in Bandung Indonesia. There are six dimensions being used in this research to measure the customer acceptance level of internet banking. The dimensions are perceived usefulness, perceived ease-of-use, perceived enjoyment, amount of information on online banking, security and privacy and quality of internet connection. The data were collected by using purposive samplingby choosing the individuals which met the certain characteristics, in this case customers of ABC bank in Bandung Indonesia. There were 400 respondents were taken in this research. The analysis method was descriptive analysis and path analysis using the program of SPSS Ver. 17. The study found that the customer perception toward ABC internet banking was good and all of the six dimensions were significantly influencing the behavioral intention. Perceived ease-of-use dimension had the greatest influence on behavioral intention. Therefore, the bank should focus and make improvements on this dimension.
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