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All Journal Daya Saing : Jurnal Ilmu Manajemen JSMA (Jurnal Sains Manajemen dan Akuntansi) Al-Kharaj: Journal of Islamic Economic and Business Journal of Artificial Intelligence and Digital Business Jurnal Manajemen dan Kewirausahaan
Conny
Faculty Of Economics And Business, Halu Oleo University Kendari
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Social Sciences Other

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URGENSI E-SERVICE QUALITY UNTUK PENGUATAN KEPERCAYAAN DALAM KEPUTUSAN PEMBELIAN Isalman; Ahmad Mubaraq; Conny; Ajeng Purwati Ningtyas
Jurnal Manajemen dan Kewirausahaan Vol. 17 No. 1 (2025): Jurnal Manajemen dan Kewirausahaan
Publisher : Jurusan Manajemen FEB UHO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55598/jmk.v17i1.29

Abstract

This study analyzes the role of e-service quality in building consumer trust in purchasing decisions on Shopee. Using a causal associative approach and explanatory research method, this study examines the relationship between variables using Structural Equation Modeling (SEM) through SmartPLS 3.0. The study population was the people of Kendari City who had made purchases on Shopee, with a sample size of 160 respondents selected by purposive sampling. The results of the study indicate that e-service quality has a positive effect on customer trust. This trust mediates the relationship between e-service quality and purchasing decisions. The theoretical implications of this study indicate the importance of digital service quality in strengthening the relationship between e-commerce platforms and consumers. Managerially, the results of this study suggest that e-commerce companies such as Shopee need to continue to improve service quality to build trust, maintain information transparency, and ensure a safe and comfortable shopping experience to attract and retain customers. Success in managing service quality drives repeat purchasing decisions, which contributes to business growth and sustainability.
Examining Value Co-Creation as Moderator in Brand Image and Loyalty Relationship in Halal Cosmetics conny; Juharsah; Dzulfikri Azis Muthalib; Harmiaty Bahar
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i2.9978

Abstract

This study examines the influence of customer experience and value co-creation on customer loyalty, with brand image as a mediating and moderating variable. It hypothesizes that both factors positively affect loyalty directly and indirectly through brand image. Methods: A quantitative survey was conducted with 350 Wardah cosmetic users selected through purposive sampling. Data were collected via an online questionnaire using a 5-point Likert scale. Variables include customer experience, value co-creation, brand image, and customer loyalty. Data were analyzed using PLS-SEM with SmartPLS. Results: Findings show that customer experience significantly influences brand image, and brand image significantly affects customer loyalty. Value co-creation also has a direct positive effect on customer loyalty. Brand image mediates the relationship between customer experience and customer loyalty and moderates the effect of value co-creation on customer loyalty by strengthening it. ImplicationsCompanies should enhance customer experience and promote value co-creation to strengthen brand image and loyalty. Future research should apply longitudinal designs and include additional variables to improve generalizability and deepen insights into customer behavior dynamics
Pengaruh Customer Engagement terhadap Customer Loyalty melalui Customer Commitment dengan Brand Trust sebagai Variabel Moderasi Conny; Sinarwaty; Harmiaty Bahar
JSMA Vol 18 No 1 (2026): JSMA (Jurnal Sains Manajemen dan Akuntansi)
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi STAN IM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37151/jsma.v18i1.290

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh customer engagement terhadap customer commitment dan customer loyalty, serta menguji peran customer commitment sebagai variabel mediasi dan brand trust sebagai variabel moderasi dalam membentuk customer loyalty. Objek penelitian adalah konsumen produk Wardah dengan jumlah sampel 160 responden. Penelitian ini menggunakan pendekatan kuantitatif dengan desain eksplanatori. Data dikumpulkan melalui kuesioner tertutup berbasis skala Likert lima poin dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa customer engagement berpengaruh positif terhadap customer commitment dan customer loyalty. Customer commitment juga berpengaruh positif terhadap customer loyalty. Selain itu, customer commitment mampu memediasi pengaruh customer engagement terhadap customer loyalty, sedangkan brand trust memperkuat pengaruh customer commitment terhadap customer loyalty. Temuan ini menegaskan bahwa loyalitas pelanggan produk kosmetik tidak hanya dibentuk oleh intensitas keterlibatan pelanggan, tetapi juga oleh komitmen psikologis dan kepercayaan terhadap merek.
Niat Berkunjung Kembali Pasien Rumah Sakit Swasta: Peran Ling-kungan Fisik, Emosi Positif, dan Kepercayaan Conny; Ajeng Purwati Ningtyas; Ahmad Mubaraq
JSMA Vol 18 No 1 (2026): JSMA (Jurnal Sains Manajemen dan Akuntansi)
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi STAN IM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37151/jsma.v18i1.291

Abstract

Penelitian ini menganalisis pengaruh physical environment terhadap positive emotions dan revisit intention, pengaruh positive emotions terhadap revisit intention, peran mediasi positive emotions dalam hubungan antara physical environment dan revisit intention, serta peran moderasi trust dalam hubungan antara positive emotions dan revisit intention. Objek penelitian adalah pasien rumah sakit swasta di Kota Kendari dengan jumlah sampel 160 responden yang dipilih menggunakan purposive sampling. Penelitian ini menggunakan desain kuantitatif eksplanatori dan menganalisis data menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa physical environment berpengaruh positif terhadap positive emotions dan revisit intention. Positive emotions juga berpengaruh positif terhadap revisit intention, memediasi hubungan antara physical environment dan revisit intention, dan trust memperkuat pengaruh positive emotions terhadap revisit intention. Temuan ini mengindikasikan bahwa rumah sakit swasta perlu mengelola lingkungan fisik layanan, kenyamanan emosional, dan kepercayaan pasien secara bersamaan untuk meningkatkan keinginan pasien untuk berkunjung kembali
Entrepreneurial Competence and Digital Literacy in Enhancing Sales Performance: The Moderating Role of Digital Literacy Conny Conny
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 2 (2026): Mei-Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i2.10879

Abstract

This study aims to analyze the influence of entrepreneurial competence on sales performance, the influence of digital literacy on sales performance, and the role of digital literacy as a moderation variable in the relationship between entrepreneurial competence and sales performance. The research uses a quantitative approach with a survey method. Data was collected through a structured questionnaire to 113 sales supervisors at consumer goods distribution companies in the Sulawesi region. Respondents were selected because they had responsibilities in managing the sales team, monitoring sales performance, and utilizing digital-based sales and reporting systems. The measurement was carried out using a five-point Likert scale, while the data analysis used Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the help of SmartPLS. The results of the study show that digital literacy has a positive but not significant influence on sales performance. These findings show that digital capabilities have not been directly able to improve sales performance. On the other hand, entrepreneurial competence has been shown to have a positive and significant effect on sales performance, which shows that the ability to recognize opportunities, think strategically, and build business relationships plays an important role in improving sales performance. This study also found that digital literacy plays a significant role as a moderation variable in strengthening the relationship between entrepreneurial competence and sales performance. These findings confirm that entrepreneurial competence will result in higher sales performance if supported by an adequate level of digital literacy. This research provides the implication that companies need to develop entrepreneurial competencies and digital capabilities of salespeople simultaneously to improve the effectiveness of sales performance in an increasingly digitized business environment.
Explaining Brand Loyalty through Brand Quality: Brand Trust as Mediator and Brand Love as Moderator Conny Conny
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 2 (2026): Mei-Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i2.10880

Abstract

This study examines the effect of brand quality on brand trust and brand loyalty among Netflix customers in Kendari City. It also investigates the mediating role of brand trust in the relationship between brand quality and brand loyalty, as well as the moderating role of brand love in the relationship between brand trust and brand loyalty. A quantitative explanatory design was employed using survey data from 160 Netflix customers selected through purposive sampling. The research instrument used a five-point Likert scale, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that brand quality has a positive and significant effect on brand trust and brand loyalty. Brand trust also has a positive and significant effect on brand loyalty. Furthermore, brand trust mediates the effect of brand quality on brand loyalty, while brand love strengthens the relationship between brand trust and brand loyalty. These findings indicate that Netflix customer loyalty is formed through a combination of quality-based evaluation, trust-based confidence, and emotion-based attachment. Practically, Netflix needs to maintain content quality, application stability, account security, and service consistency while strengthening emotional connections through personalized experiences and engaging content. Academically, this study contributes to branding literature by integrating mediation and moderation mechanisms in explaining loyalty toward digital streaming services.
BUILDING HOTEL CUSTOMER LOYALTY THROUGH SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER EXPERIENCE Conny Conny
Jurnal Daya Saing Vol. 12 No. 2 (2026): Inovasi Manajemen, Kinerja Organisasi, dan Pembangunan Ekonomi Berkelanjutan d
Publisher : Komunitas Manajemen Kompetitif

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35446/dayasaing.v12i2.2953

Abstract

This study aims to analyze the effect of service quality on corporate image, the effect of corporate image on customer loyalty, the direct effect of service quality on customer loyalty, the mediating role of corporate image in the relationship between service quality and customer loyalty, and the moderating role of customer experience in the relationship between corporate image and customer loyalty. The research object is hotel customers in Kendari City, with a sample of 250 respondents selected using purposive sampling. 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 service quality has a positive and significant effect on corporate image and customer loyalty. Corporate image also has a positive and significant effect on customer loyalty. Furthermore, corporate image mediates the effect of service quality on customer loyalty, while customer experience strengthens the relationship between corporate image and customer loyalty. These findings indicate that hotel customer loyalty is formed not only through direct service quality, but also through the image built by the hotel and the customer experience felt during service interactions.
Co-Authors Ajeng Purwati Ningtyas Dzulfikri Azis Muthalib Harmiaty Bahar Isalman, Isalman Juharsah, Juharsah Mubaraq, Ahmad Sinarwaty