Judul: The Impact of Digital Application to Customer Experience, Customer Satisfaction and Customer Loyalty in A Life Insurance Company
Abstrak: Technological developments have transformed the traditional insurance business into a digital-based business also known as digital transformation, started from insurance offerings and sales to after-sales services. XYZ Insurance has used a digital system from end to end for selling their products. It has also developed e-Commerce distribution channels and provided eXYZ application for self-servicing their customers. Since 2016, XYZ Insurance has measured customer satisfaction using a CXI value but it has not shown the relationship of using self-servicing digital application to customer satisfaction. This research will examine the impact of usage of digital applications on customer experience, customer satisfaction, and customer loyalty at XYZ Insurance. The research is used non-probability sampling with the quota sampling method by taking survey from 203 respondents who have used the features in the eXYZ application at least 2 times,. The specified sample criteria are customers who have used the eXYZ application at least twice since downloading the application. In this research, with an expected error rate of 5%, the number of samples required is 349, from a population of 3800 customers. then the data is processed using SEM PLS. From this research it was concluded that usage of digital applications has a significant relationship and has a positive impact on customer experience, customer experience has a significant and a positive impact on customer satisfaction, customer experience does not have a direct positive impact on customer loyalty but it has indirect impact through customer satisfaction, and customer satisfaction has a significant and a positive impact on customer loyalty. The most important factors for customers when using digital applications are digital application innovation, the convenience, and perceived value to customers.
Keyword: aplikasi digital, kepuasan pelanggan, loyalitas pelanggan, pengalaman pelanggan, SEM PLS

Judul: The Effect of Digital Service Quality Satisfaction on Bank Muamalat Indonesia Customer Loyalty
Abstrak: Adanya pelayanan secara digital atau salah satunya mobile banking merupakan suatu solusi yang tepat untuk menghadapi persaingan dalam industri perbankan. Dengan banyaknya keunggulan yang dimiliki dari mobile banking, Bank Muamalat Indonesia turut serta mengadopsi manfaat aplikasi tersebut guna meningkatkan performa kualitas Bank Muamalat Indonesia. Namun laporan survei menunjukkan bahwa peforma kinerja pada layanan digital di Bank Muamalat Indonesia lebih rendah daripada pelayanan digital perbankan syariah lainnya. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi kepuasan nasabah terhadap layanan digital serta pengaruhnya terhadap loyalitas nasabah Bank Muamalat Indonesia. Pengukuran kepuasan nasabah menggunakan konsep UTAUT 2 (Unified Theory of Acceptance and Use of Technology). Metode yang digunakan dalam penelitian ini adalah SEM-PLS. Hasil analisis SEM-PLS menunjukkan variabel effort expectancy, social influence, facilitating conditions, dan habit masing-masing berpengaruh secara signifikan terhadap user satisfaction, serta variabel user satisfaction berpengaruh secara signifikan terhadap continued usage intention. Namun variabel performance expectancy, sharia compliance, dan price value tidak berpengaruh terhadap user satisfaction. Penelitian ini diharapkan dapat menjadi preferensi pedoman yang berlaku untuk menerapkan dan merancang mobile banking secara efektif., The existence of digital services or one of them is mobile banking is the right solution to face competition in the banking industry. With the many advantages of mobile banking, Bank Muamalat Indonesia also adopts the benefits of the application to improve the quality performance of Bank Muamalat Indonesia. However, the survey report shows that the performance of digital services at Bank Muamalat Indonesia is lower than other digital Islamic banking services. This study aims to analyze the factors that influence customer satisfaction with digital services and their effect on customer loyalty at Bank Muamalat Indonesia. Measurement of customer satisfaction uses the concept of UTAUT 2 (Unified Theory of Acceptance and Use of Technology). The method used in this research is SEM-PLS. The results of the SEM-PLS analysis show that the variables of effort expectancy, social influence, facilitating conditions, and habit each have a significant effect on user satisfaction, and the variable user satisfaction has a significant effect on continued usage intention. However, the performance expectancy, sharia compliance, and price value variables have no effect on user satisfaction. This research is expected to be a guideline preference that applies to implementing and designing mobile banking effectively.
Keyword: mobile banking, loyalty, satisfaction, UTAUT

Judul: Studi Taksonomi Katak Subgenus Papurana (Lesson, 1831) dari Halmahera (Anura, Ranidae, Hylarana), Studi Taksonomi Katak Subgenus Papurana (Lesson, 1831) dari Halmahera (Anura, Ranidae, Hylarana
Abstrak: I reevaluated taxonomic of subgenus Papurana position from Halmahera based on morphological and molecular analyses. My results show that two separate species occur on the Halmahera Island, each nested within two distinct clades (hereafter papua clade and celebensis clade), one of which corresponds to H. moluccana (celebensis clade) and the other to an unidentified species (papua clade). By p-distance ranging from 6.9 to 11.5% on the 16S rRNA gene, the unidentified species (Hylarana sp.) is genetically different from all congeners of the papua clade. The Hylarana sp. can be distinguished from all congeners by following combination of charactes: vomer teeth in two oblique rows with narrow inter-vomer distance; snout rounded dorsally; dorsum with few scattered cone-shaped tubercles that are black with white tips; distinct skin folds (ridges) on the dorsal side of the thigh coinciding with dark brown cross bars; a marbled pattern on the ventral side of the thigh and yellowish groin. I also present new data for H. daemeli, H. volkerjane, and H. arfaki from the western region of Papua. Furthermore, I found that H. celebensis has numerous mtDNA lineages, indicating cryptic diversity within the celebensis clade. The discovery of two separate species on Halmahera necessitates more research into the biogeographic history of Hylarana in Northern Moluccas.
Keyword: frog, Halmahera, Hylarana, morphology, Papurana, phylogenetic