• The Journal of Asian Finance, Economics and Business
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• v.8 no.5
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• pp.1001-1010
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• 2021

The world of tourism is a tangible form of a global business trip, which is very promising because it will be estimated to be a sector capable of driving world economic growth resulting from tourists' ever-increasing movement. Currently, in Indonesia, marketing activities in this sector are an integrated process, where the main target is providing customer satisfaction. Thus, the company's marketing activities are expected to be in accordance with customer expectations. The essential purpose of this study was to analyze the mediating role of the effect of trust and customer value on loyalty. The population of this study was users of the Lentera Wisata service in Semarang City, Indonesia. The sampling used a purposive sampling method, with the criteria of male and female customers and customers who have used the Lentera Wisata Semarang service bureau more than once. The test employed multiple regression analyses and the Sobel test. The test results revealed that trust and customer value positively and significantly affected satisfaction. However, trust did not affect customer loyalty. Meanwhile, customer value and satisfaction significantly and positively influenced loyalty. Additionally, the Sobel test results revealed that satisfaction mediated the effect of trust and customer value on customer loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.5
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• pp.391-401
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• 2021

Technological developments facilitate payment transactions. In 2020, Bank Indonesia issued a regulation that supports QR payments using the Indonesian Standard Quick Response Code (QRIS). PT ABC is one of the banks that launched a QR payment feature on mobile banking with QRIS standards to make it easier for customers to make payment transactions at various merchants. In its implementation, the interest of QR payment users still tends to be small, so an analysis of the interests of QR payment users is carried out. The purpose of this study is to analyze the factors that influence user interest by using a modified UTAUT model. The UTAUT model was modified by adding variables to perceived trust, perceived risk, perceived regulatory support, and promotional benefits. The population taken is the company's customers in the DKI Jakarta area and it takes 403 samples for this case study. The results of empirical analysis show that 8 out of 12 hypotheses are considered proven where business expectations, social influence, perceived trust, perceived risk, perceptions of regulatory support, promotion benefits, age-moderated performance expectations, and age-moderate effort expectations have a significant effect on behavioral intentions, while performance expectations, facilitation conditions, business expectations are moderated by experience and social influence.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.1017-1023
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• 2021

This research aims to determine the effect of customers' threat emotion and price on the decision to purchase a certain smartphone product. This study uses a quantitative method with a type of descriptive and causal research. It employs non-probability sampling with purposive sampling, with 385 respondents to answer the questionnaires. Data analysis techniques used descriptive analysis and multiple linear regression analysis. Based on the results of descriptive analysis of emotion, price and purchasing decisions are in sync with each other. The results of multiple linear regression analysis techniques indicate the threat emotion and brand trust are influential against the positive decision to purchase smartphone products. The magnitude of the influence of emotions and price have simultaneous effect on purchasing decisions and other decision variables, which are not included in this study, also play minor role in determining purchase intention, such as product quality, brand image and others. Partially, threat emotion and brand trust have a positive effect toward purchasing decisions. The magnitude of the highest influence was the one of price, then followed by emotional threats. The findings of this study suggest that psychological and behavioral effects also play important roles in determining customers' purchase decision.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.353-361
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• 2021

The aim of this research is to understand and analyze the ways in which the current digital financial technology is impacting on the financial payment system provided by most of the commercial banks in Indonesia. This research analyzes the variables such as perceived ease-of-use, perceived usefulness, and perceived value on customer's intention to use in relation to the variable of trust as the intervening variable. The data collection is done through distribution of questionnaire; the population of this research consisted of the commercial banking customers located in Jakarta, Indonesia. The sample determination is done through Purposive Sampling and the analysis technique is using Partial Least Square (PLS). The results show that perceived ease-of-use, perceived usefulness, and perceived value have positive and significant effect on intention to use the mobile banking system; perceived usefulness of the application has the most significant influence on intention to use compare to the perceived of ease-of-use and perceived value of the mobile banking system. The results also indicate that, even though the mobile banking system has offered several benefits to the customer, yet it was not actively used by the banking customer compared to other commercial bank's mobile banking system in Indonesia.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.497-503
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• 2021

The aim of this study is to determine the factors that affect customer satisfaction in the banking sector of Bangladesh because the economic growth and stability of a country depends on the soundness of its banking sector. The study tries to investigate and assess the quality of service on customer satisfaction in the banking sector. As a sample, data were collected from 382 respondents who were customers of 32 selected commercial banks of Bangladesh. A pre-structured questionnaire was used to collect the required data and information. OLS regression model and descriptive statistical tools were used to analyze data. The results of this study reveal that the quality of service (e.g., tangibility, reliability, and empathy) has a statistically significant impact on customer satisfaction. The results also show that there is a positive correlation between the customer satisfaction and service quality dimensions in the banking sector of Bangladesh. The present study finds that in the domestic banking industry the service quality dimensions (i.e., tangibility, reliability, and empathy) have significant positive impact on customer satisfaction. The findings of the present study suggest that Bank Supervisory Authority, Central Bank of Bangladesh, and Bank Management should give special emphasis to ensure maximum satisfaction of banks' customers.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.4
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• pp.827-839
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• 2021

The aim of the study was to examine the effect of trust, awareness, attitude, subjective norms, and behavioural control on intention and examine the mediating role of trust in the relationship between awareness and attitude. The population was Muslims in Bali Province, with a sample of 150 respondents. Quantitative analysis is used based on multivariate analysis using the SEM model with a variance-based PLS. The results are as follows: (1) knowledge has a significant positive effect on attitude. (2) Awareness has no significant effect on attitude. (3) Awareness has a significant positive effect on trust. (4) Trust has a significant positive effect on attitude. (5) Attitude has no significant effect on intention. (6) Subjective norm has a significant positive effect on intention. (7) Behaviour control has a significant positive effect on intention. (8) The role of trust is a conscious mediation that impacts attitude. The study provides insight into Islamic bank managers to meet prospective customers' expectations and identify their intention to become customers through managing trust, awareness, attitude, subjective norms, behavioural control, and intention in one unified whole as internal resource. This study enriches empirical evidence on the Theory of Planned Behaviour, which examines knowledge, awareness, and belief.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.793-805
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• 2021

Corporate Social Responsibility (CSR) program has become one of the primary concerns of companies worldwide. For many companies, treating the environment and the community well is important to business practice and reputation, and this is reflected in their CSR programs. CSR is a company's obligation to consider the interests of its employees, customers, shareholders, communities, and the environment and to consider the social and environmental consequences of their business activities. CSR plays an important role in relationship building with customers. Thus, the main purpose of this study is to analyze the relationship between customer perception of CSR and customer trust. The model of this study considers two mediating variables, i.e., company reputation and word of mouth to link CSR to customer trust. This study employs a causal survey design. The respondents were 160 consumers who have purchased products and knew about CSR programs of a global food company. Data analysis was using structural equation modeling (SEM) to test the hypotheses. The results of this study revealed that CSR negatively impacts customer trust. Furthermore, CSR positively impacts corporate reputation and word of mouth. Besides, this study found corporate reputation positively impacts word of mouth and customer trust. While the mediating effect of reputation and word of mouth also positively impacts the relationship between CSR and consumer trust. A good reputation and word of mouth could be connecting buyers and enhances the power of suppliers.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.167-180
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• 2021

The "sharing economy" describes a type of business built on the sharing of resources - allowing customers to access goods when needed. While sharing goods has always been a common practice among friends, family, and neighbors, in recent years, the concept of sharing has moved from a community practice into a profitable business model. This study explores gaps between customers' actual usages and current policies on accommodation sharing by analyzing what needs to be done for the better establishment of sharing economy in society. The purpose of this study is to investigate perceptions of accommodation sharing by analyzing reviews and negative aspects that help resolve complaints and improve better services through policy establishment. This study investigates key attributes that influence business performance to improve citizens' decision-making for the usage of accommodation sharing. This study applies qualitative research by collecting demand- and supply-side reviews from selected registered accommodations using a random sampling procedure. This study finds that guests prefer entire house sharing with instrumental attributes related to properties. Entire house sharing of multiple dwellings shows business impacts in terms of high occupancy rate on the platform, while there are policy concerns with entire house sharing. The results provide policy and managerial implications by suggesting proper policies and considering relationships with citizens.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.123-133
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• 2021

The purpose of this study was to analyze the influence of product quality factors, product risk, company reputation, and service quality on the purchase intention of insurance policies by customers in Indonesia. The variables in this study are product quality, service quality, company reputation, perceived risk, and purchase intention. This study uses a quantitative approach. Primary data were obtained from 154 respondents. Data processing and model testing use the Structural Equation Modeling procedure with Lisrel 8.80. At the significance level of 0.05, the research found that product quality had a positive and significant effect on purchase intention; product quality had a positive and significant effect on company reputation; product quality had a positive and significant effect on perceived risk perception; company reputation had a positive and significant effect on purchase intention; company reputation has a positive and insignificant effect on service quality; product quality has a positive, but non-significant effect on service quality; service quality has a positive and significant effect on purchase intention; perceived risk has a negative and significant effect on purchase intention; perceived risk has a positive and significant impact on service quality; and perceived risk has a positive and significant effect on company reputation.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.395-405
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• 2021

The sophistication of technology information has led to a series of innovative activities in the economy, particularly in buying and selling products and services both conventionally and online. Currently online activities provide opportunities for customers to get the desired needs. The purpose of this research is to examine the effect of website quality, hedonic shopping motivation, and impulse buying on customers' satisfaction of online shopping in Indonesia. Eight online marketplaces are the focus of this research. This study uses a quantitative approach. This is a structural equation research with data obtained from 177 students through an online questionnaire using a five-point Likert scale; the selection criteria is having shopped online from various universities in Indonesia. The statistical testing tool used is SPSS 26.0, with the effect between variables determined using Partial Least Square (SmartPLS 3.0). The findings of this study indicate that the nine proposed hypotheses are accepted, positively and significantly, directly or indirectly, which are supported by previous research to reinforce the findings that have been found. The interesting attributes associated with this study are hedonic shopping motivation and impulse buying that mediate the relationship between website quality and customer satisfaction of online shopping in Indonesia's marketplace.