PENGARUH CORPORATE SOCIAL RESPONSIBILITY (CSR) TERHADAP CORPORATE REPUTATION, WORD OF MOUTH DAN CUSTOMER TRUST (STUDI DI PT PETROKIMIA GRESIK)

At the end of 2019, a global pandemic began to hit the whole world, including Indonesia. This seems to have influenced the consumer confidence index. Consumer confidence in current economic conditions has weakened due to weakening incomes and reduced job availability. The existence of problems related to the decrease in the level of consumer confidence will be very detrimental to the company if the solution is not immediately considered. The purpose of this study was to examine and analyze the effect of corporate social responsibility on corporate reputation, word of mouth and customer trust as well as the effect of corporate reputation and word of mouth on customer trust. This research applies a quantitative approach with the type of research applied is causal research. The population in this study were 344 consumers of PT Petrokimia Gresik (PG), while the sample used in the study was 185 people.Data analysis in this study uses inferential statistics, which is an analysis aimed at proving the hypothesis using structural equation modeling - AMOS. The results of this study found that corporate social responsibilityprovides a significant effect on corporate reputation, word of mouth and consumer trust. Then corporate reputation and word of mouth are also proven to have a significant effect on consumer trust.

Quality control challenges post covid-19 crisis: an integrated IoT and IoP approach

The Covid -19 is arguably the biggest pandemic in history and there are a lot of challenges that must be dealt with. One of the biggest challenges post Covid-19 is to tackle quality control challenges. This research paper discusses some of these challenges and solutions using an integrated internet of things (IoT) and internet of protocols (IoP) based approach and further showing its implementation in the industry world and hence, proving to be a solution for damage assessment. With the help of IoT- enabled quality control system, six-sigma rule is also analysed. Post Covid crisis, it is important for every institution to gain back customer trust so quality of materials should be maintained and IoT enables us to do the same. The unification of industrial IoT (IIoT) and industry 4.0 is also discussed as it leads us to understand that this unification is the next evolution of smart manufacturing and digital technologies. This methodology can lead us to accelerated innovation in applications for overcoming the eventual challenges post Covid in the near future. Also, small-scale/large-scale companies making use of the above research methodology can adhere to six-sigma criterion.

Quality factors in technology system capability decision interest in transactions using mobile banking

The purpose of this study was to determine the effect of ease of use, transaction success rate, and technological system capability on trust and to determine the effect of ease of use, transaction success rate, technology system capability and interest in transaction using mobile banking. This research was conducted at PT Bank NIAGA which is located in Denpasar. The data collection technique used a questionnaire to 160 PT Bank NIAGA customers who were selected as samples. Data were analyzed by Structural Equation Modeling (SEM) with AMOS program. Ease of use, transaction success rate, and technology system capability have a positive and significant influence on trust and interest in transacting using mobile banking. This means that the better the ease of use, the success rate of transactions, and the capability of the technology system, the higher the customer trust and interest in transactions using mobile banking.

Drivers of E-Government Citizen Satisfaction and Adoption

This study investigated the impact of drivers of e-government, particularly social CRM, citizen trust, and quality of electronic services, on citizen satisfaction with e-government services in the Jordanian environment. In addition to measuring the impact of social CRM on citizen trust and service quality respectively and its impact on citizen satisfaction. A convenience sample was used to achieve the study purpose consisting of 386 questionnaires collected online. The resulting data was analyzed using PLS.2 software. The study findings reveal that social CRM has a significant impact on citizen trust and quality of electronic services, and furthermore that citizen trust and quality of electronic services have significant impacts on citizen satisfaction with e-government services. The study found no direct relationship between the use of social CRM and citizen-government satisfaction but showed a significant indirect impact via customer trust and service quality.

Customer Value of Smart Grid Application

The authors investigate customer value of smart grid application in smart city from the perspective of main research paradigms of customer value. Data is based on questionnaire for customers (N=131), deep interviews among specialists (7=N), and two months of observation. The results show that the typical user of smart grid technology is a male aged between 30 and 69 who considers that using the application is interesting because of the perceived benefits. Developing strong customer relationship is formed through the provision of e-service quality that has a key role in maintaining customer trust, satisfaction, and loyalty. End-product and service process paradigms to measure customer value do not fully take the complex context of smart cities into consideration, and the ecosystem paradigm must be developed to analyze customer value in smart cities in interactive dynamic decentralized environment where cumulative big data is used to match the customer needs with new digital services.