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: Analysis of Internet Operator Application Customer Satisfaction Based on the Influence of ECRM (Electronic Customer Relationship Management).
Abstrak: Salah satu faktor yang meningkatkan persaingan pada industri telekomunikasi adalah digitalisasi. Alternatif yang menjadi pilihan dalam menjalankan strategi digitalisasi untuk menjaga kepuasan pelanggan yaitu melalui saluran ECRM (Electronic Customer Relationship management) contohnya pada aplikasi provider operator internet. Banyaknya aplikasi provider operator internet yang ada membuat persaingan antar provider menjadi sangat kompetitif. Tujuan penelitian ini adalah menganalisis karakteristik pengguna, mengidentifikasi kepentingan pelanggan berdasarkan ECRM, dan menganalisis perbandingan tingkat kepuasan pelanggan terhadap kinerja ECRM melalui MyTelkomsel, MyXL, MyIM3. Penelitian ini dilakukan dengan 160 responden pengguna aplikasi provider operator internet di Jabodetabek. Metode yang digunakan adalah analisis deskriptif, Importance Performance Analysis (IPA), diagram radar, dan Customer Satisfaction Index (CSI). Hasil dari penelitian ini didapatkan 25 indikator dan 7 dimensi yang dinilai penting oleh pelanggan. Nilai tingkat kepuasan pengguna (CSI) MyTelkomsel sebesar 83,45%, MyXL sebesar 82,80%, dan MyIM3 sebesar 81,59%., One of the factors that increase competition in the telecommunications industry is digitalization. The alternative that is the choice in carrying out a digitalization strategy to maintain customer satisfaction is through the ECRM (Electronic Customer Relationship management) channel, for example in internet operator provider applications. The number of existing internet operator provider applications makes competition between providers very competitive. The purpose of this study was to analyze user characteristics, identify customer interests based on ECRM, and analyze comparisons of customer satisfaction levels on ECRM performance through MyTelkomsel, MyXL, MyIM3. This research was conducted with 160 respondents using the internet operator provider application in Jabodetabek. The method used were descriptive analysis, Importance Performance Analysis (IPA), radar charts, and Customer Satisfaction Index (CSI). The results of this study obtained 25 indicators and 7 dimensions that were considered important by customers. MyTelkomsel's user satisfaction level (CSI) score was 83.45%, MyXL was 82.80%, and MyIM3 was 81.59%.
Keyword: customer satisfaction, ECRM, internet operator provider applications

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