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All Journal Jurnal Keuangan dan Perbankan Journal of Accounting and Management Innovation Jurnal Manajemen Indonesia SEEIJ (Social Economics and Ecology International Journal) Aptisi Transactions on Management Abdi Dosen : Jurnal Pengabdian Pada Masyarakat Journal of Accounting and Management Innovation Prosiding Konferensi Nasional PKM-CSR Proceeding National Conference Business, Management, and Accounting (NCBMA) Inkubis: Jurnal Ekonomi dan Bisnis Equivalent: Jurnal Ilmiah Sosial Teknik Proceeding of International Conference on Entrepreneurship (IConEnt) Fundamental and Applied Management Journal
Samuel, Sylvia
Fakultas Ekonomi Dan Bisnis, Universitas Pelita Harapan, Indonesia
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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INTERNAL MORAL RESILIENCE AND INSTITUTIONAL INTEGRITY: A DUAL-PILLAR MINDSET OF ANTI-CORRUPTION BEHAVIOR IN INDONESIA Ardi Ardi; Yohana FCP Meilani; Sylvia Samuel; Margaretha Pink Berlianto
Proceeding National Conference Business, Management, and Accounting (NCBMA) 9th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

Corruption persists in many emerging democracies despite institutional reforms and legal enforcement mechanisms. This study develops and empirically tests a Dual-Pillar Mindset integrating internal moral resilience and external Institutional Integrity Systems safeguards as complementary predictors of corruption resistance intention in Indonesia. This study employed a qualitative literature-based approach through secondary data analysis. The research relied on existing academic sources and theoretical frameworks to construct a proposition conceptual and analytical model. The results indicate that Ethical Leadership positively influences Internal Moral Resilience, and Corruption Resistance Intention, exceeding the direct effect of Institutional Integrity Systems positively influences Corruption Resistance Intention. Furthermore, Internal Moral Resilience positively influences Corruption Resistance Intention and mediate the relationship between Ethical Leadership and Corruption Resistance Intention, producing a synergistic effect. Findings suggest that sustainable anti-corruption reform requires synergy between Ethical Leadership based, Moral Resilience, and Institutional Integrity Systems mechanisms.
EXPLORING THE INFLUENCE OF BRAND AWARENESS ON PURHCASE INTENTION: THE ROLE OF PERCEIVED QUALITY AND BRANDS ASSOCIATIONS IN THE INTERACTIVE ENTERTAINMENT MERCHANDISE MARKET Sylvia Samuel; Daniel Widjaja
Proceeding National Conference Business, Management, and Accounting (NCBMA) 9th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This research was conducted to determine the effect of Brand Awareness on Purchase Intention for HoYverse Merchandise, with Perceived Quality and Brand Association as mediators. The method used in this study is PLS-SEM to identify relationships among existing variables. The PLS-SEM method is well-suited for analyzing research involving multiple variables and causal relationships, with results remaining effective even when the available data do not meet the normal distribution assumption. The data for this study were obtained from questionnaires completed by 350 respondents, including fans and individuals familiar with the HoYoverse brand. Based on the data analysis, brand awareness and perceived quality significantly affect purchase intention, while the other variables also exert significant effects. The results of this study indicate that an effective marketing strategy is not only through how well a brand is known or the perception of product quality in the context of the interactive entertainment industry offering merchandise. Therefore, it is hoped that this research can serve as a reference for companies to optimize their marketing strategies and for future researchers to explore other relevant variables.
Price Sensitivity and Switching Intention in Mobile Broadband Services Sylvia Samuel; Daniel Widjaja; Thomas Green
APTISI Transactions on Management (ATM) Vol 10 No 2 (2026): ATM (APTISI Transactions on Management: May)
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33050/atm.v10i2.2638

Abstract

The rapid growth of digital connectivity has intensified competition in the mobile broadband industry, increasing the importance of understanding factors that influence customer switching behavior. Although prior studies have examined switching intention in telecommunications services, limited research has simultaneously investigated the roles of brand perception, price sensitivity, and service quality while considering demographic heterogeneity. This study examines the effects of brand perception, price sensitivity, and service quality on switching intention in the mobile broadband sector and evaluates the moderating role of gender. A quantitative survey was conducted among 153 mobile broadband users, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results reveal that price sensitivity significantly increases switching intention, indicating that consumers who are more responsive to price differences are more likely to change service providers. In contrast, brand perception and service quality do not significantly influence switching intention, suggesting that mobile broadband services are increasingly perceived as technologically homogeneous across providers. Furthermore, gender does not moderate the relationships between the key determinants and switching intention, although it shows a significant direct effect. These findings highlight the dominant role of economic evaluation in switching decisions and provide strategic implications for telecommunications providers in developing competitive pricing and customer retention strategies.
The Effect of Perceived Big Data Marketing Capability on Consumer Loyalty: The Mediating Role of Personalized Customer Experience, Customer Trust, and Perceived Value and the Moderating Role of Privacy Concern Yokie Radnan; Salamatun Asakdiyah; Sylvia Samuel
Fundamental and Applied Management Journal Vol. 4 No. 2 (2026): June
Publisher : Global Research Collaboration

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.66314/famj.v4i2.727

Abstract

This study analyzes the effect of Perceived Big Data Marketing Capability (PBDMC) on Consumer Loyalty by positioning Personalized Customer Experience, Customer Trust, and Perceived Value as serial mediating variables and Privacy Concern as a moderating variable. The study was conducted in Banten Province, Indonesia, involving 324 respondents who had interacted with data-driven digital marketing practices, such as personalized product recommendations, targeted advertising, search-history-based promotions, and digital services tailored to user preferences. This research employed a quantitative explanatory design. Data were collected through a structured questionnaire using a five-point Likert scale and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The findings show that PBDMC positively influences Personalized Customer Experience and Consumer Loyalty. Personalized Customer Experience significantly enhances Customer Trust and Perceived Value, while Customer Trust positively affects Perceived Value and Consumer Loyalty. Perceived Value is also an important predictor of Consumer Loyalty. The moderation result indicates that Privacy Concern weakens the relationship between Personalized Customer Experience and Customer Trust. This means that data-driven personalization does not always generate trust when consumers perceive that their privacy is at risk. This study contributes theoretically by developing a serial mediation and moderation model within the data-driven marketing literature. Practically, the findings emphasize the importance of managing consumer data transparently, securely, ethically, and value-oriented so that data-based marketing practices can build sustainable Consumer Loyalty.
Trust, Online Reviews, and Ratings as Drivers of Purchase Intention: Evidence from Generation Z Shopee Users in Greater Jakarta Sylvia Samuel; Daniel Widjaja
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

E-commerce growth in Indonesia has been accelerated by the rise of platforms such as Shopee, where trust and electronic word of mouth (e-WOM) play critical roles in consumer decision-making. While prior studies have examined reviews, ratings, and trust separately, few have integrated them into a unified model and tested their combined influence among Generation Z consumers. This digitally native cohort dominates online shopping. This study examines the impact of trust, online customer reviews, and online customer ratings on purchase intention, with gender serving as a potential moderator, in the context of Greater Jakarta. Using a quantitative approach and PLS-SEM analysis of survey data from 350 Shopee users, the results reveal that online customer reviews, ratings, and trust significantly and positively affect purchase intention, with online customer ratings exerting the most substantial effect. Unexpectedly, gender and its moderating effects were not significant, suggesting that male and female Gen Z consumers evaluate trust and e-WOM cues similarly. These findings extend the Theory of Planned Behavior and the Elaboration Likelihood Model by demonstrating how central (reviews, trust) and peripheral (ratings) cues jointly influence consumer intentions in an emerging market context. Practically, the study offers actionable implications for platforms and sellers, highlighting the need to strengthen trust-building mechanisms, ensure credible rating systems, and encourage authentic reviews. The research contributes by integrating trust and e-WOM variables into a single model, demonstrating their relevance in Indonesia, and revealing a generational shift in gender differences in online consumer behavior.
Empowering Hospital Staff to Enhance Service Excellence: A Community-Based Intervention in Central Java Sylvia Samuel; Hendra Achmadi; Margaretha Pink Berlianto; Dewi Wuisan; Yohana Meilani Palupi
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

This study reports on a community service project conducted at Rumah Sakit Baptis, Central Java, to improve hospital service excellence through staff empowerment. The project addressed key challenges, including weak interdepartmental collaboration, ineffective communication, difficulties in delivering sensitive information, and limited awareness of patient-centered service quality. Using a participatory approach, the intervention included workshops, role-playing exercises, counseling sessions, and the introduction of standardized communication protocols. The results showed clear improvements in staff competencies, particularly in empathy, teamwork, and communication with patients and families. Staff reported greater confidence in handling sensitive conversations, while patients observed a more approachable and responsive service. Cross-departmental collaboration also improved, resulting in reduced delays and enhanced coordination. Initial patient satisfaction surveys indicated a positive shift in perceptions of care quality. These findings highlight that even in resource-limited hospital contexts, meaningful improvements can be achieved through structured training and cultural change. The project contributes both practical recommendations for hospital management and theoretical insights by applying the SERVQUAL and patient-centered care frameworks to the Indonesian healthcare setting.
Connectivity Emotional Brand, Brand Love, Bridging Transition Process from Satisfaction to Loyalty (Evidenced from Samsung) John Tampil Purba; Sylvia Samuel; Diego; Hardi Basoeki; Song Yup Lee
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

This study aims to analyze the positive effects of brand satisfaction, brand love, and emotional brand attachment on brand loyalty and customer loyalty. The research was conducted over four months, from August to November 2021, using a quantitative approach through online questionnaires distributed via Google Forms. A total of 300 respondents participated in this study. Data analysis was performed using SPSS and SEM AMOS software. The results indicate that all six proposed hypotheses are statistically significant. Brand satisfaction, brand love, and emotional brand attachment positively influence brand loyalty. Furthermore, brand satisfaction, brand loyalty, and emotional brand attachment also have a positive impact on customer loyalty. These findings highlight the importance of emotional and experiential factors in building long-term relationships between brands and consumers.
Service Failure and Recovery: The Best Defense Is a Good Attack Dewi Wuisan; Hendra Achmadi; Oscar Jayanagara; Sylvia Samuel; Gracia Shinta S. Ugut
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

Service failure is an inevitable aspect of any service-oriented business. When failures occur, the organization’s response is critical in shaping customer perceptions, satisfaction, and loyalty. This paper explores the notion that "the best defense is a good attack" in the context of service failure and recovery strategies. Proactive recovery initiatives, such as clear communication, swift actions, and personalized solutions, often outperform reactive or passive approaches in mitigating the negative effects of service failures. By employing a strategic recovery process, businesses not only address the immediate dissatisfaction but also create opportunities to strengthen customer relationships and even enhance brand reputation. The study examines key components of successful service recovery, including the role of empathy, transparency, and empowerment of frontline employees. It highlights the importance of preemptive measures such as employee training and the establishment of service recovery protocols. Furthermore, this paper discusses the psychological impact of recovery efforts on customers, emphasizing the significance of perceived justice—distributive, procedural, and interactional. Drawing from real-world examples and empirical studies, this research provides actionable insights for managers aiming to transform service failures into opportunities for improvement and differentiation. By adopting a mindset of proactive engagement, businesses can turn potentially negative experiences into moments that foster customer trust and loyalty. Ultimately, the findings suggest that an offensive approach in service recovery is not merely damage control but a strategic advantage in the competitive service landscape.
Characteristics of Customer Who Makes Allocation for Pension Plan in Indonesia Hendra Achmadi; Isana Sri Christina Meranga; Sylvia Samuel
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

This study sought to determine which characteristic from Indonesian people are most likely to make allocation for pension, and how to identify the key factors driving these purchases pension products. Recognizing Indonesia's relatively low allocation in pension plan, researchers analyzed a targeted sample of 199 data points from 38 companies across various sectors. Using the CRISP-DM data mining methodology, to determine what characteristics from customer with over 20 % allocation into the pension product, and in this study found that marriage status, income, industry, education, sex, domicile, electricity, position, age, status of property. The CRISP-DM process, which included defining objectives, data collection, preparation, modeling, and property ownership, as a characteristic of customer to invest in pension. This research uses data mining methodology with resulted in a model with 73.33 % accuracy. 1 The analysis revealed that the result demonstrated the highest stock market allocation by customers is based on industry (0,2), Listrik (0,13), Makan (0,12), transport (0,11), Pendidikan (0,10), income (0,06).
From Stress to Performance: Examining the Impact of Job Insecurity, Job Stress, Work Engagement, and Motivation on Employees of XYZ Bank Theo Rizaldy Siahaan; Ardi Ardi; Sylvia Samuel; Richard Andre Sunarjo; Margaretha Pink Berlianto
Inkubis : Jurnal Ekonomi dan Bisnis Vol. 8 No. 1 (2026): INKUBIS Jurnal Ekonomi Dan Bisnis
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/inkubis.v8i1.186

Abstract

Background: The banking industry faces technological and economic pressures that affect employee performance. Job insecurity and job stress tend to reduce performance, while work engagement and motivation enhance it, making these factors important for effective HR strategies. Objectives: This study aims to examine the effects of job insecurity, job stress, work engagement, and motivation on the employee performance of XYZ Bank employees. Methods: The study was conducted using a quantitative approach with 127 XYZ Bank employees comprising the entire target population. Hypothesis testing was carried out using PLS-SEM analysis with SmartPLS software. Results: The results showed that job insecurity and job stress had a negative effect on employee performance, while work engagement and motivation had a positive effect on employee performance. Conclusion: The managerial implications of this study indicate that companies need to be transparent with employees about organizational conditions so that employees can understand and anticipate when the company will implement efficiency measures, thereby preventing feelings of job insecurity in the workplace.
Co-Authors Ardi Ardi Ardi Kho Arianto, Radityo Fajar Berlianto, Margaretha Pink Budiono, Sidik Chrestella, Valentcia Earlene Daniel Widjaja Diego Elwen Suryadi Gracia Shinta S. Ugut Hardi Basoeki Hendra Achmadi Hutabarat, Zoel Indah Fatmawati Irena, Jovita Isana Sri Christina Meranga Jovita Irena Lianna Wijaya Oscar Jayanagara Pauline H. Partyranie Tan Purba, John Tampil Richard Andre Sunarjo Salamatun Asakdiyah Sarfilianty Anggiani Simatupang, Apriani Song Yup Lee Sudrajat Jonathans Suryadi, Elwen Teguh Sriwidadi, Teguh Theo Rizaldy Siahaan Thomas Green Widjaja, Daniel Wijaya, Lianna Wuisan, Dewi Yohana F. Cahya Palupi Meilaini Yohana FCP Meilani Yohana Meilani Palupi Yokie Radnan Yorkie Radnan Kristiono Yovo, Vanessa