Articles

The Effect of Gamification toward Customer Engagement in Shopee E-Commerce

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Customer engagement is one of the factors that influences a company’s overall performance, this aspect reflects the interaction between customers and brands. Gamification is one method that can be used to increase customer engagement. This research examines the influence of gamification on customer engagement on the Shopee e-commerce platform. In the rapidly evolving digital era, gamification has become a popular strategy to increase customer engagement by creating fun and interactive experiences. Shopee, as one of the leading e-commerce platforms in Indonesia, has implemented various gamification elements to attract customer attention. This research uses a quantitative approach with an online survey method involving 212 active Shopee user respondents from Jakarta and Bandung aged between 18 – 35 years. The data collected was analyzed using the Partial Least Squares Structural Equation Modelling (PLS-SEM) technique to test the relationship between the constructs of gameful experience, game satisfaction, and customer engagement. The research results show that all dimensions of the gameful experience, which include achievement, challenge, competition, immersion, fun, and social experience, have a positive influence on game satisfaction. Furthermore, game satisfaction also has a strong positive influence on customer engagement. This research provides insight for Shopee and other e-commerce about the importance of gamification to increase customer satisfaction and engagement. Effective implementation of gamification strategies can encourage e-commerce platforms to create more engaging user experiences.

Strategic Decision-Making: Implementing Artificial Intelligence for Customer Experience in XYZ Electricity

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This case study outlines the challenges in resolving customer complaints at XYZ electricity provider, where the industry achieves only 89.16% against a 100% service level agreement, leading to poor customer experience (CX). The objective of this paper is not only to identify the root causes of poor CX and validate artificial intelligence (AI)’s potential role as a solution, but also to pioneer the identification of critical success factors (CSFs) and strategic areas for AI implementation, leveraging computational ratings to enhance decision-making processes. This research employs comprehensive data collection methods, including primary data from interviews and workshops involving 300 participants and secondary data from observation and literature studies. It utilizes an integrative strategy framework (ISF) to strategically synthesize internal and external analyses. Additionally, it ranks critical areas for AI implementation using the analytic hierarchy process (AHP) based on pairwise judgment and Likert scale surveys from ten experts. The most significant findings reveal that direct impact on customers, at 28.54%, is the strongest CSF, while customer service, 14,63%, is the most impactful implementation of AI in the XYZ to fix poor CX. A pilot project on customer service can improve CX, revenue, and cost savings. The authors suggests that another researcher implement and evaluate AI in various businesses and specific client categories.

Using Semantic Analysis to Investigate Customer Experience Case P2P Lending

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The development of online loan companies in Indonesia has brought both positive and negative impacts on society. From 2018 to February 2023, the Financial Services Authority (OJK) has shut down a total of 4,567 illegal online loan platforms. The number of victims involved in illegal online loan cases in Indonesia continues to rise each year.

The research aims to conduct semantic analysis to establish clear metrics that can assist online loan customers in choosing the right platform based on their individual needs. The study’s outcome is expected to serve as an alternative source of information for online loan customers when selecting a suitable application.

The research employs text mining, specifically semantic analysis using the Wmatrix5 application. Data is gathered through crawling reviews and comments from customers of legal online loan companies available on the Google Playstore.

The analysis reveals industry focused aspects of applications and platforms, emphasis on the loan process, efforts to provide convenience and customer satisfaction, and attention to security and trust. Additionally, the analysis exposes negative aspects, including ambiguity in loan limits, the importance of data security, potentially detrimental debt collection practices, and the possibility of hidden fees.

Drivers of Customers Advocacy in Support of Subscription-based Digital Entertainment Services (NETFLIX)

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Subscription business models are increasingly gaining attention in recent year, especially entertainment services such as music subscription, streaming TV/movies and video games. One of the service platform that comes to mind is Netflix, a subscription-based video streaming service. Video on demand streaming service currently competing each other quite aggresively where these provider competing by providing different series that exclusively only available on their services or with different versatile pricing package in hope to attract new subscribers while retaining it’s existing subscribers. This call for new strategy for Netflix to maintain it’s position in competition. This research examines the relationship between customer empowerment values and customer advocacy in relation to a digital platform subscription-based consumption. A quantitative approach was employed by conducting a survey of 110 user of Netflix in Indonesia. Data collected was subsequently analyzed using partial least squares structural equation modeling (PLS-SEM) in order to test the formulated hypothesis. The research resulted in an understanding that value-for-choice, value-for-knowledge and value-for-involvement are significant predictors of customer advocacy of the platform. The findings suggest that Customer advocacy is primarily influenced by the level of product choice and convenience also reliable information and privacy security also constitute important elements for providers to deliver in order to promote advocacy behavior from customers using the platform.

Proposed Omnichannel Strategy to Increase Sales Revenue in a Fashion Retail Company (Case: La Omvi)

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In recent years, the creative industry sub-sector of the fashion sector in Indonesia has become a profitable industry. The development of the fashion industry in Indonesia has contributed significantly, and the creative industry sub-sector group has become a leading sub-sector group. La Omvi, a fashion retail store brand established in December 2020, has experienced stagnation in sales. Due to its small population and predominately immigrant demographic, the Cikarang market has a limited range of products. This research aims to propose an effective omnichannel approach tailored to the specific needs and market conditions of La Omvi, with a focus on increasing sales revenue and enhancing the customer experience. The research employs qualitative methods, including in-depth interviews and observational analysis, to gather insights into customer experiences and expectations. Based on these findings, recommendations are provided to enhance the omnichannel strategy and drive sales growth for La Omvi. This research contributes to the understanding of effective omnichannel strategies in the fashion retail industry and provides practical insights for fashion retailers aiming to optimize their sales revenue through an omnichannel approach.

Proposed Business Model Innovation Based on Customer Experience and Digital Innovation at PT Raja Paket Lebaran

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PT Raja Paket Lebaran (PT RPL), an Indonesian SME specializing in the sales of groceries and household goods for the Eid al-Fitr, has faced a significant decline in sales amidst the COVID-19 pandemic. This study aims to examine the company’s relevance to the market and customer satisfaction while proposing a business model innovation based on customer experience and digital innovation. The findings reveal that integrating customer experience and digital innovation can enhance PT RPL’s business model. By addressing marketing limitations, simplifying digital processes, and leveraging online platforms, the company can improve the overall customer experience. The proposed business model innovation offers practical recommendations for PT RPL to adapt to the changing market landscape and meet customer expectations. By embracing digital innovation, the company can increase its competitiveness, attract a wider range of customers, and achieve sustainable growth. This research contributes to the existing knowledge by exploring the intersection of customer experience and digital innovation in an Indonesian SME context. It offers valuable insights for similar businesses to enhance their models and improve customer satisfaction.

The Implementation of Omnichannel Marketing to Improve Customer Engagement and Customer Retention in English Courses

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English is one of the most spoken languages in the world, and understanding the language opens a gateway to connecting with other cultures and unlocking a vast source of information from around the world. In Indonesia, one of the oldest and most prominent English course institutions known as LIA is recently struggling to retain a stable amount of students. Based on data provided by the institution, one of its branches experienced a decline from 1200 students to just 300.

The purpose of this research is to study the impact of customer experience and omnichannel marketing on customer switching behavior. This research utilizes a quantitative approach and purposive sampling of 234 respondents from active LIA students in Greater Jakarta, including its neighboring cities such as Bekasi, Tangerang, and Depok. The hypothesis was tested using multiple linear regression. The result of this study indicates that customer expectation and omnichannel marketing have a significant and positive impact on the switching behavior of LIA students. Findings from this study were useful for future research regarding these fields of study and the topics while also providing practical implementation of omnichannel marketing in the forms of social media advertising, search engine optimization, sales promotion, and conventional word-of-mouth marketing to attract potential customers and mitigate the switching behavior.