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All Journal Jurnal Ilmiah Manajemen Kesatuan Journal of Management and Entrepreneurship Research
Febzi Fiona
Universitas Bengkulu, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Emotions Behind the Wheel: Customer Incivility, Need Satisfaction, and Service Quality in Online Transportation Fitri Ramadhani; Febzi Fiona
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 3 (2026): JIMKES Edisi Mei 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i3.5294

Abstract

This study is motivated by the rapid development of digital transportation services, which not only demand system efficiency but also involve emotional dynamics in service interactions. Customer incivility has the potential to influence service quality through users’ psychological mechanisms. Therefore, this study aims to examine the effect of customer incivility and service convenience on service quality by incorporating the mediating role of need satisfaction and the moderating role of surface acting. This study employs a quantitative approach with a causal explanatory design, involving 350 active Maxim users in Indonesia selected through purposive sampling. Data were collected through an online survey and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The findings indicate that customer incivility negatively affects need satisfaction and service quality, while positively influencing surface acting. In addition, need satisfaction and service convenience significantly enhance service quality. Need satisfaction also serves as a mediator, while surface acting moderates the relationship between customer incivility and both need satisfaction and service quality. In conclusion, service quality in digital contexts is shaped by both psychological and functional factors, highlighting the importance for service providers to simultaneously manage emotional experiences and service convenience
Mobile AR Beauty Filter: The Mediating Role of App/Brand Congruence between Customer Inspiration and Experience Extension in Indonesia Cantika Putri Morellia; Febzi Fiona
Journal of Management and Entrepreneurship Research Vol. 7 No. 2 (2026)
Publisher : Universitas Islam Nahdlatul Ulama Jepara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34001/jmer.2026.6.07.2-103

Abstract

Objective: This study examines the mediating role of app/brand congruence in the relationship between customer inspiration and experience extension in the context of a leading cosmetics brand AR beauty filter usage on TikTok in Indonesia. Research Design & Methods: Adopting the S-O-R Theory and Technology Acceptance Model, this study tests the influence of augmentation quality, AR expertise, and app ease of use on customer inspiration, and its impact on experience extension and purchase intention. A quantitative survey approach was employed, collecting data from 430 active users of the brand’s AR beauty filters via purposive sampling. PLS-SEM analysis was conducted using SmartPLS 4, incorporating education and fashion shopping interest as control variables. Findings: Augmentation quality is the strongest determinant of customer inspiration, followed by AR expertise and app ease of use. Customer inspiration directly drives experience extension and also operates through app/brand congruence as a partial mediating. Customer inspiration is the strongest predictor of purchase intention in the model. Education significantly influences purchase intention, whereas fashion shopping interest does not significantly effect either outcome variable. Implications & Recommendations: Brands should prioritize augmentation quality, ease of use, and brand-filter congruence in AR filter design to maximise consumer inspiration leading to experience extension and purchase intention. Marketing communication strategies should be differentiated based on consumer education levels. Contribution & Value Added: This study extends AR marketing literature by establishing app/brand congruence as a partial mediating in a social media integrated AR context, distinguishing it from prior findings of full mediation in standalone AR applications.
The Influence of Review Quality and Review Quantity on Purchase Intention with Review Credibility as a Moderating Variable Nanda Nazzha Meilani; Febzi Fiona
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 2 (2026): JIMKES Edisi March 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i2.5144

Abstract

The accelerated advancement of digital technology has reshaped consumer behavior, particularly in how purchasing decisions are made within e-commerce environments. In this landscape, online customer reviews serve as a crucial information source that shapes consumers’ purchase intentions. This study seeks to examine the effects of review quality and review quantity on purchase intention, moderated by review credibility. A quantitative approach with a causal explanatory design was employed, focusing on Indonesian e-commerce users across. Data were obtained through stratified random sampling, resulting in 260 qualified respondents who actively engage in online transactions and consistently read reviews prior to purchase. The data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The findings reveal that review quantity and review quality have positive and significant effects on both review credibility and purchase intention. However, review helpfulness and review credibility do not show a significant direct influence on purchase intention. Furthermore, review credibility significantly moderates the relationships between review quantity and purchase intention. The findings are anticipated to broaden the application of ELM within Indonesia’s e-commerce setting and offer managerial insights for practitioners seeking to strengthen consumer trust and purchase intention through the effective management of credible and informative online reviews.
Co-Authors Cantika Putri Morellia Fitri Ramadhani Nanda Nazzha Meilani