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All Journal Annals of Human Resource Management Research Reviu Akuntansi, Manajemen, dan Bisnis Jurnal Studi Pemerintahan dan Akuntabilitas
Ahmad Sopyan
STIE Krakatau, Lampung, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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User Experience, Perceived Quality, and Service Quality as Determinants of E-Commerce Loyalty Mediated by Trust Ahmad Sopyan; Nanda Pramana Putra; Nanda Fathiyah Gumay; Suharto Suharto
Reviu Akuntansi, Manajemen, dan Bisnis Vol 6 No 1 (2026): Maret
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/rambis.v5i3.6377

Abstract

Purpose: This study examines the effects of user experience, perceived quality, service quality, and customer engagement on customer loyalty, emphasizing the mediating role of consumer trust in e-commerce. Customer engagement is a direct driver of loyalty and an indirect factor that strengthens trust. Research Methodology: A quantitative approach was used to collect data from 389 e-commerce users via an online survey. Structural Equation Modeling (SEM) was used to analyze the relationships among the variables. Results: User experience, perceived quality, and service quality significantly enhance consumer trust, which positively affects customer loyalty. Customer engagement plays a dual role, directly influencing loyalty and indirectly shaping it through trust, confirming trust as a key mediator. Conclusions: User experience, perceived quality, service quality, and customer engagement significantly affect consumer trust. User experience, perceived quality, and customer engagement significantly influenced customer loyalty, whereas service quality showed no significant direct effect. Limitations: This study is Limited to Indonesian e-commerce and cross-sectional data. This study highlights engagement as a critical mechanism for building trust and sustaining loyalty. Contributions: This study contributes to the literature by demonstrating that user experience, perceived quality, service quality, and customer engagement jointly influence customer loyalty through consumer trust. This indicates that e-commerce platforms should prioritize enhancing experience, quality, and engagement to build and maintain trust and loyalty.
User Experience, Perceived Quality, and Service Quality as Determinants of E-Commerce Loyalty Mediated by Trust Ahmad Sopyan; Nanda Pramana Putra; Nanda Fathiyah Gumay; Suharto Suharto
Reviu Akuntansi, Manajemen, dan Bisnis Vol 6 No 3 (2026): September
Publisher : Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/rambis.v6.n3.p121-139.2026

Abstract

Purpose: This study investigates the effects of user experience, perceived quality, service quality, and customer engagement on customer loyalty in e-commerce, with consumer trust as a mediating variable. Research Methodology: A quantitative approach was applied using survey data collected from 389 e-commerce users in Indonesia. The data were analyzed using Structural Equation Modeling (SEM) to examine the proposed relationships. Results: User experience, perceived quality, and service quality significantly enhance consumer trust. Consumer trust positively influences customer loyalty and mediates the relationship between these factors and loyalty. Customer engagement significantly affects loyalty both directly and indirectly through consumer trust. However, service quality does not show a significant direct effect on customer loyalty. Conclusions: Consumer trust plays a central role in developing customer loyalty in e-commerce. Enhancing user experience, perceived quality, service quality, and customer engagement can strengthen trust and encourage long-term customer relationships. Limitations: This study is limited to Indonesian e-commerce users and employs a cross-sectional design, which may restrict broader generalization. Contributions: This study extends e-commerce loyalty research by demonstrating the mediating role of consumer trust and highlighting customer engagement as both a direct and indirect determinant of loyalty.
Understanding Digital Consumer Behaviour: Consumer Trust Mediating e-WOM Credibility, Responsiveness, Decisions, and Satisfaction Ahmad Sopyan; Teguh Maianto; Marthaleina Ruminda; Kamsariaty Kamsariaty; Purbanuara Parlindungan
Reviu Akuntansi, Manajemen, dan Bisnis Vol 6 No 2 (2026): Juni
Publisher : Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/rambis.v6i2.7293

Abstract

Purpose: This study examines the effects of e-WOM credibility and digital responsiveness on transaction decisions and customer satisfaction, with consumer trust as a mediating mechanism in e-commerce.Research Methodology: A quantitative, explanatory, cross-sectional survey was conducted using purposive sampling of 210 e-commerce users. Data were collected through a five-point Likert questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.Results: Consumer trust significantly influences customer satisfaction (β = 0.462) and transaction decisions (β = 0.418). E-WOM credibility significantly affects consumer trust (β = 0.466) and transaction decisions (β = 0.257), but not customer satisfaction directly. Digital responsiveness significantly improves customer satisfaction (β = 0.386), but does not significantly affect trust or transaction decisions. Consumer trust significantly mediates the effects of e-WOM credibility on customer satisfaction (β = 0.215) and transaction decisions (β = 0.195).Conclusion: Trust is a central mechanism in digital consumer behavior, while responsiveness primarily functions as a satisfaction-enhancing factor.Limitation: The cross-sectional design, self-reported data, selected variables, and limited generalizability constrain the findings.Contribution: The study extends the S–O–R perspective by demonstrating distinct pathways through which informational and service-related stimuli influence e-commerce outcomes.
Why Nurses Excel: The Role of Work Environment and Motivation Arman Syarif; Nanda Fathiyah Gumay; Ahmad Sopyan
Jurnal Studi Pemerintahan dan Akuntabilitas Vol 4 No 2 (2025): Januari
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jastaka.v4i2.5228

Abstract

Purpose: This study investigates the effect of work environment on nursing performance, with work motivation as a mediating variable. It focuses on nurses working in public health centers (Puskesmas) in Batam, Indonesia. Methodology/approach: A cross-sectional survey was conducted involving 136 nurses using a structured questionnaire. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3.0. Results/findings: The results revealed that the work environment had no direct effect on nursing performance. However, it showed a significant indirect effect through work motivation. Motivation was found to fully mediate the relationship between the work environment and nurse performance. Conclusions: A supportive work environment contributes to nursing performance only when it enhances work motivation. Motivation serves as the primary driver in translating organizational support into effective job behavior, particularly in the public healthcare context. Limitations: This study emphasizes the psychological mechanism through which work environment affects performance, supporting the integration of motivational strategies in nurse management. It offers practical implications for improving performance in primary care institutions by focusing on internal motivational factors. Contribution: The cross-sectional design limits the ability to draw causal inferences. The reliance on self-reported data may introduce bias, and the findings are specific to Puskesmas in Batam, thus limiting generalizability to other regions or healthcare settings.
The influence of adversity quotient on nurses’ job performance during the COVID-19 Pandemic at Batam City Health Centers Arman Syarif; Nanda Fathiyah Gumay; Ahmad Sopyan
Annals of Human Resource Management Research Vol. 4 No. 2 (2024): September
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v4i2.3248

Abstract

Purpose: This study explores the effect of Adversity Quotient (AQ) on nurse job performance, with motivation as a mediating factor, especially during the COVID-19 crisis. Methodology: Employing a quantitative, explanatory research design, the study collected data from 137 nurses at community health centers (Puskesmas) in Batam, Indonesia. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) to examine both direct and indirect effects. Results: AQ significantly boosts motivation but does not directly affect performance. Motivation has a strong positive impact on performance and fully mediates the AQ–performance link, showing that resilience must be channeled through motivation to influence behavior. Conclusions: The research concludes that AQ alone is insufficient to enhance performance it requires the presence of motivation to translate resilience into tangible outcomes. This highlights the importance of fostering motivational support in healthcare environments Limitations: The study’s generalizability is limited to nurses in Batam and is constrained by its cross-sectional design and self-reported data, which may introduce bias. Contribution: This study strengthens the integration of adversity quotient theory with self-determination theory by validating the mediating role of intrinsic motivation. It contributes a psychological model where motivation serves as a catalyst for transforming resilience into effective job behavior.
Co-Authors Arman Syarif Kamsariaty Kamsariaty Marthaleina Ruminda Nanda Fathiyah Gumay Nanda Pramana Putra Purbanuara Parlindungan Sitorus Suharto Suharto Teguh Maianto