The International Journal of Accounting and Management Information Systems (IJAMIS) is an international, peer-reviewed, and scholarly journal, which publishes well-developed articles that examine the rapidly evolving relationship between accounting and information technology as well as between management and information technology. A vital aim of IJAMIS is to bridge the gap between theory and practice of accounting and management information systems.
Published
2025-07-28
Articles
The Impact of Customer Relationship Management on Customer Loyalty with Customer Satisfaction as a Mediating Variable at Telkomsel Partner Outlets in Banjar City
Purpose: The internet's rise has made fast communication essential. This study explores how Telkomsel's CRM affects customer satisfaction, with loyalty as a mediating factor at partner outlets in Banjar City.
Research methodology: This quantitative study involved 145 purposively selected respondents and used SEM-PLS for data analysis. Results show that CRM positively affects customer satisfaction and lo yalty, with satisfaction also mediating the CRM–loyalty relationship.
Results: These results indicate the importance of CRM strategies in fostering long-term customer loyalty by enhancing satisfaction through personalized and responsive services. The study highlights the need for Telkomsel and similar companies to continually invest in CRM technologies and strategies to adapt to evolving customer needs and maintain a competitive edge in the telecommunications industry. alignment with user needs and characteristics.
Conlusion: CRM significantly enhances customer satisfaction and loyalty. Satisfaction also mediates the relationship between CRM and loyalty, highlighting the need for responsive and personalized services.
Limitation: The study is limited to Telkomsel outlets in Banjar City and uses purposive sampling, reducing generalizability. Other factors like service quality or brand trust were not examined.
Contribution: This study confirms the mediating role of satisfaction in CRM–loyalty links and offers practical insights for improving CRM strategies in the telecom sector.
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Garuda
SintaThe use of UTAUT model to understand user intention and user behavior of mobile banking BIMA PT Bank Jateng
Purpose: This study aims to explore the factors influencing users’ behavioral intention and actual usage behavior of the BIMA mobile banking application by PT Bank Jateng. It applies the Unified Theory of Acceptance and Use of Technology (UTAUT), enriched with contextual variables including mobile self-efficacy, perceived enjoyment, and user satisfaction.
Research/methodology: A quantitative method was adopted through a structured survey of 384 BIMA users. Data were analyzed using Structural Equation Modeling (SEM) via SmartPLS. Validity and reliability were tested using AVE and Composite Reliability, while model fit was assessed through SRMR, NFI, R², and Q² values.
Results: Out of 13 hypothesized relationships, 10 were supported. Mobile self-efficacy significantly influenced perceived enjoyment, which in turn strongly affected performance expectancy, effort expectancy, and satisfaction. Consumer satisfaction emerged as the most influential factor affecting intention to use, which subsequently impacted usage behavior. Social influence and facilitating conditions also significantly influenced behavioral outcomes. However, performance expectancy did not significantly influence satisfaction, and both effort expectancy and facilitating conditions showed no significant impact on intention to use.
Conclusions: Emotional factors like perceived enjoyment and satisfaction, along with social influences, play a more dominant role than purely functional factors (e.g., effort or performance expectancy) in determining adoption and continued use of mobile banking. The findings suggest a shift from technical-centric to user experience-centric approaches in digital banking development.
Limitations: This study focuses solely on the BIMA mobile banking app using a cross-sectional design and PLS-SEM method. It does not account for moderating or mediating variables and may limit generalizability beyond the study context.
Contribution: The study extends the UTAUT model by adding emotional and contextual factors to better explain mobile banking usage and offers practical insights for improving user experience and digital adoption in regional banking.
Review of scenario planning and future strategy of PT. Telkomsel's fixed mobile convergence (FMC) service implementation
Purpose: This abstract provides a brief overview of a review article that explores the scenario planning approach and future strategies for the implementation of Fixed Mobile Convergence (FMC) services by PT. Telkomsel. This study aimed to analyze the limitations and contributions of scenario planning in shaping future strategies for FMC service implementation.
Research methodology: This study uses a scenario planning method that aims to identify the driving forces for the future of the telecommunications industry in Indonesia in 2030 and then formulates a scenario for the future of telecommunications services in Indonesia. These scenarios are used as the basis for recommendations for PT. Telkomsel's business strategy for implementing FMC services, which is carried out through a qualitative approach.
Results: The research results found that, in the future, network coverage and technology will no longer be a competitive advantage for telecommunications companies in Indonesia. The research results show four possible future scenarios for the telecommunications industry in Indonesia: New Glory, Win Back Domination, Digital Colonialism, and Business as Usual.
Conclusion: PT. Telkomsel must always invest in additional infrastructure to meet customer bandwidth needs. The implementation of FMC services is crucial to increase the company's competitive advantage, but it requires careful anticipation of volatile, uncertain, complex, and ambiguous (VUCA) conditions to minimize future business risks. Scenario planning becomes necessary to develop an adaptive and resilient corporate strategy.
Limitation: This study is limited to scenario planning analysis based on qualitative data and focuses on Indonesia's telecommunications industry context toward 2030.
Contribution: The study contributes to providing strategic insights and future-oriented recommendations for PT. Telkomsel to optimize FMC service implementation under potential industry changes.
Understanding continued BNPL usage behavior in e-commerce: extended UTAUT2 with usage intention mediation
Purpose: This study aims to utilize an enhanced UTAUT2 model to examine the determinants influencing Indonesian customers' intentions and behaviors regarding the continued use of BNPL e-commerce services.
Research/methodology: A quantitative cross-sectional survey was conducted with 450 users of BNPL services Indonesian e-commerce platforms, and the data were analyzed using structural equation modeling to assess direct and indirect relationships.
Results: Performance expectancy, effort expectancy, trust, and habit significantly influenced continued usage, whereas perceived benefits and risks showed no significant impact among experienced digital users.
Conclusions: Performance Expectancy, Effort Expectancy, and Trust are important drivers of the continued use of Buy Now Pay Later (BNPL) e-commerce services among Indonesian users, according to this study, which also shows that habit is the most important predictor of actual usage behavior.
Limitations: The geographic breadth is limited to Indonesia, with possible selection bias toward current users, the sample focus on younger demographics impacts generalizability, and the cross-sectional methodology restricts causal inference.
Contribution: This study contributes to fintech adoption theory by demonstrating the theoretical redundancy of traditional risk-benefit constructs in mature digital user contexts and emphasizing habit formation over initial adoption factors.
