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All Journal Jurnal Ilmiah Manajemen Kesatuan International Journal of Economics, Management and Accounting
Sandi Setiadi
Universitas Linggabuana PGRI Sukabumi, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Enhancing Customer Loyalty: The Mediating Effect of Experience on Usability, Security, and Content Quality with Digital Literacy Moderation Sandi Setiadi
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 1 (2026): JIMKES Edisi January 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i1.4909

Abstract

In the rapidly evolving digital landscape, retaining customer loyalty has become a critical challenge for businesses. This research addresses the challenge of sustaining customer loyalty in the digital era by examining how ease of use, security, and content quality affect it. The study’s purpose is to examine customer experience as a mediator and digital literacy as a moderator within this context. Employing an explanatory quantitative method focused on digital service users in West Java, the data were evaluated using Structural Equation Modeling (SEM-PLS). The findings indicate that the model possesses a remarkably high predictive capability, specifically 95.6% for the customer loyalty variable. The key discoveries highlight that ease of use, security, and content quality exert a direct and significant influence on loyalty, with content quality emerging as the most influential factor. Conversely, this article discusses that customer experience is not proven to mediate this relationship, and digital literacy does not perform a moderating function. This provides a significant contribution that the functional effectiveness and substance of information are more decisive in user loyalty than the complex experience evaluation process in this model.
Towards the Sustainability of Food MSMEs through Strengthened Collaboration and Competitiveness Sandi Setiadi; Alhidayatullah Alhidayatullah; Rizky Maulana
International Journal of Economics, Management and Accounting (IJEMA) Vol. 3 No. 4 (2025): September
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v3i4.341

Abstract

The sustainability of Micro, Small, and Medium Enterprises (MSMEs) is the most pressing issue in economic, social, and environmental development in the modern era, where the focus of business has shifted from mere financial growth to social responsibility and resource sustainability. MSMEs, especially in the food sector in Sukabumi Regency, play a crucial role, although many still face challenges in terms of using modern technology and building extensive networks. This study aims to fill the gap by explicitly exploring the relationship between collaboration and competitiveness on the sustainability of MSMEs in the food sector, particularly in Sukabumi Regency, by considering these two variables in parallel.This study uses a descriptive quantitative method, taking a sample of 200 business actors from the total population of the food industry in Sukabumi Regency (3,501) through non-probability purposive sampling. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results showed that the proposed model had very strong predictive power, as evidenced by an R-Square value of 0.963 and a Q² value of 0.632, confirming its high predictive relevance. Specifically, MSME collaboration was found to have a positive and significant effect on business sustainability (Original Sample 0.466). Collaboration enables business actors to share resources, information, and networks, which strengthens their capacity for adaptation and innovation. In addition, MSME competitiveness also has a positive and significant effect on business sustainability (Original Sample 0.519), which is achieved through operational efficiency and product differentiation. The synergy between collaboration and competitiveness is crucial to realizing resilient and competitive food MSMEs in Sukabumi.
Co-Authors Alhidayatullah Rizky Maulana