Technological developments have digitized consumer behavior all over Indonesia. This has become the basis for the emergence of e-commerce, a digital business system that is widely used by the public in making purchases through apps or websites. For this reason, an e-commerce platform should create e-loyalty, to make it the best option among many stores. This is the first study investigating ten factors that contribute to e-Customer Relationship Management (e-CRM) value on e-loyalty in Indonesia. The study involved 767 active users of the number one e-commerce company in Indonesia. An empirical investigation was carried out, to validate the instrument items regarding the e-CRM factors and e-loyalty indicators, using Explanatory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). The analysis utilizes Structural Equation Modeling (SEM) to test the hypotheses. The finding suggested that the variables of customization, care, cultivation, choice, online community, convenience, site security, personalization values, rewards, and interactivity positively contribute to e-CRM value on e-loyalty.

The regulation of work from home (WFH) was suddenly instructed by many companies in Indonesia at the beginning of the COVID-19 pandemic. It improved the demand for information and communication technology, which triggered the emergence of technostress among workers. Therefore, this study aimed to analyze the technostress phenomenon in Indonesia due to the regulation of WFH by involving 819 respondents collected using an online questionnaire. This quantitative study using an SEM-Model investigated the correlation of technostress on productivity and role stress. Moreover, this model research also analyzed the role of computer self-efficacy and techno-addiction toward technostress among Indonesia’s workers. Finally, the findings showed a significant correlation between variables, becoming the first empirical evidence of the technostress phenomenon during work from home in Indonesia. This research brings new insight to companies about the technostress phenomenon during work from home that has never been discussed thoroughly before in Indonesia, suggesting companies should find the right strategy to balance the use of ICT at work based on workers’ job roles.

The banking industry as an industry engaged in services relies on service quality as the main strategy in increasing customer satisfaction and interest in using the products offered. In Indonesia, there are four state-owned enterprises in the bank industry: Bank BRI, Bank BTN, Bank BNI, and Bank Mandiri. Good quality of bank services can increase customer satisfaction and can indirectly have a positive effect on increasing state revenues. This study will analyze the quality of service at a state-owned bank, the largest mortgage bank in Indonesia, using the dimensions of service quality variables, namely tangible, reliability, responsiveness, assurance, and empathy, through the IPA analysis method (importance performance analysis). This study uses survey data from 107 respondents with a total of 15 service quality attributes. IPA analysis in this study uses a Cartesian diagram consisting of 4 quadrants on the Cartesian diagram, namely quadrant A (priority), Quadrant B (maintain service quality), Quadrant C (low priority), and quadrant D (excessive). The results of this study indicate a comparison between the level of interest (expectations) of customers with the level of actual service performance.

The diversity of people's needs in financial context nowadays has pulled many financial companies to offer financial service using technology, the most popular is an e-wallet (electronic wallet). Currently, more people are shifting their financial activity to use an e-wallet. While e-wallet has become more prevalent in many countries including Indonesia, it is essential to understand the basic concept of user behavior towards e-wallet usage. Based on the previous study, this phenomenon can be explained using the technology acceptance model theory. Therefore, this study discusses the user's views regarding the use of e-wallet and the factors that influence behavioral intention to use based on the theory of technology acceptance model. The results of this study discuss two main factors influencing people to use an ewallet, namely perceived ease of use and perceived usefulness Keywords e-wallet, technology acceptance model, perceived ease of use, perceived usefulness, intention to use.

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