The Influence of Customer Experience, Local Wisdom, on Customer Loyalty Clothing Market Mediated bt Customer Relationship Management

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This study aims to analyze the effect of customer experience, and local wisdom on customer loyalty in the clothing industry in batam city, with customer relationship management (CRM) as a mediating variable. The backgrounds of this research is based on the condition of the clothing industry in batam, which is still considered an immature market, characterized by intense competition, unstable purchasing power, adn suboptimal implementation of marketing strategies and customer relationship management. This research uses a quantitative approach with a survey method through questionaries based on a Likert scale distributed to clothing consumers in batam. The sampling technique used is purposive sampling, with criteria of respondents who have purchased clothing product. Data analysis was conducted using Structural Equation Modeli g (SEM-PLS) to examine both direct and indirect relationship between variables. The result show that customer experience and local wisdom have significant effect on customer loyalty, both directly and indirectly through CRM as mediating variable. In addition, CRM plays an important role in strengthening the relationship between independent variables and customer loyalty. These findings indicate that improving customer experience,  and integrating local wisdom must be supported by effective customer relationship management to optimally enhance loyalty. This study provides theoretical contributions to the development of marketing management, particularly regarding the mediating role of CRM, and offers practical implications for clothing businesses in Batam in designing more effective to improve customer loyalty

The Influence of Employee Performance, Supply Chain Management and Service Quality on Operational Performance Power as a Service Regional Sumbagsel PT. XYZ

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This research aims to analyze the influence of Employee Performance, Supply Chain Management, and Service Quality on Operational Performance in the Power as a Service (PaaS) business at PT. XYZ Regional Sumbagsel. The resarch utilized a quantitative design involving survey data from 568 subjects including Site Engineers and Site Engineer Coordinators. Data analysis was performed utilizing the Partial Least Squares-Structural Equation Modeling (PLS-SEM) technique via SmartPLS 4. The empirical findings indicate that Employee Performance, Supply Chain Management, and Service Quality have a positive and significant effect on Operational Performance, both partially and simultaneously. The Service Quality variable has the most dominant influence on improving operational performance. The research model also showed good predictive ability with an R-Square value of 0.543 and Q-Square of 0.532. These findings indicate that the success of operational performance in the PaaS business is greatly influenced by the integration of human resource quality, supply chain effectiveness, and consistency of service quality in supporting the achievement of Service Level Agreements (SLAs). This research contributes to the development of operational management literature, especially on the telecommunications infrastructure industry which demands a high level of service reliability and minimal downtime.

Antecedents of Perceived Usefulness in the Continuance Usage Intention of QRIS Merchant Services: An Empirical Study of Users in Solo City, Indonesia

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This study aimed to investigate the antecedents of perceived usefulness in the continuance usage intention of QRIS merchant services in Solo City, drawing upon the Expectation Confirmation Model (ECM) and extending it with facilitating conditions and perceived risk. The cross-sectional survey data from 201 merchants using QRIS in Solo City and analyzed it using Smart-PLS. This study showed that confirmation significantly impacts perceived usefulness but does not directly affect satisfaction, indicating that the influence of confirmation on satisfaction operates through the mediating mechanism of perceived usefulness. Satisfaction emerges as the primary driver of continuance usage intention, confirming its central role in post-adoption behavior. Facilitating conditions significantly enhance perceived usefulness, while perceived risk diminishes it. Perceived usefulness significantly influences satisfaction but does not directly affect continuance usage intention. The mediating analysis revealed that perceived usefulness fully mediates the confirmation-satisfaction relationship, while satisfaction does not mediate the perceived usefulness-continuance intention relationship. The results of this study confirmed the substantial role of cognitive and affective factors in shaping continuance usage intention. This research contributes to the development of theory by validating the relationships drawn from the Expectation Confirmation Model, and the novelty is the introduction of facilitating conditions and perceived risk as antecedents of perceived usefulness in the ECM framework. The research findings provide some practical implications and valuable insights for QRIS service providers, policymakers, and merchants in the environmental condition where technological and economic changes may occur at any time without certainty.

The Role of Digital Transformation in Enhancing SME Resilience: Evidence from Post-Pandemic Business Recovery in the United Kingdom

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The COVID-19 pandemic highlighted major weaknesses in the resilience of Small and Medium Enterprises (SMEs) in the United Kingdom, particularly in relation to financial stability, operational continuity, and their ability to respond to sudden disruptions. As SMEs make up the vast majority of the UK firms and a significant share of private-sector employment, the crisis generated substantial economic strain. Many of these businesses confronted severe challenges such as interruptions in supply networks, reduced consumer activity, and government-mandated shutdowns. In adapting to these conditions, a considerable number of SMEs accelerated their use of digital technologies including online sales platforms, cloud services, digital communication tools, and remote-working solutions.

This study explores how digital transformation contributes to strengthening SME resilience during the post-pandemic period. A quantitative methodology was used, drawing on a simulated survey of 500 SME leaders from a range of industries. The survey assessed the extent of digital integration alongside indicators of organisational resilience, managerial support for digital initiatives, and employee capability in using digital tools. The results show that firms with more advanced digital adoption demonstrated greater resilience, quicker recovery trajectories, and stronger adaptive capacity. Furthermore, leadership commitment and workforce digital proficiency significantly influenced how effectively digital tools contributed to resilience.

The research advances current academic discussions by offering empirical insights into the link between digital transformation and SME resilience. It also presents actionable recommendations for policymakers and support agencies seeking to promote digital uptake and reinforce the long-term sustainability of SMEs. The findings provide valuable guidance for improving organisational preparedness for future crises.

The Role of Competitive Advantage in Mediating the Causal Relationship Between Business Innovation, Entrepreneurial Orientation, And MSME Performance

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In the Strategic Management Accounting paradigm, entrepreneurial orientation and innovation do not automatically translate into high financial performance; both must first be translated into a real competitive advantage. Management accounting validates this advantage by comparing competitor accounting—evaluating whether innovation has successfully positioned the MSME’s cost structure lower than competitors’ (cost leadership) or created unique value that justifies a premium price in the market. This study aims to provide empirical evidence on the causal relationships among the constructs of competitive advantage, entrepreneurial orientation, business innovation, and MSME performance. This research was conducted through a survey, with questionnaires distributed to respondents who met the purposive sampling criteria. The data used in this study are classified as primary data. The objects of this research are four latent variables/constructs, each with 20 reflective indicators. This study explores the perceptions of respondents, comprising MSME entrepreneurs at the managerial level (owners or managers) engaged in the culinary business, fashion, basic necessities, and household utensils. The survey was conducted on MSMEs operating in the provinces of Banten, Jakarta, West Java, Central Java, Yogyakarta, and East Java. A total of 88 valid data points were collected and are ready for processing. This research applies a structural equation model with partial least squares. MS Excel and SmartPLS-v. 3.29 applications were used in data processing and hypothesis testing. All hypotheses regarding the direct effect of exogenous constructs on endogenous constructs have been significantly supported. Regarding the mediating construct, the empirical findings in this study demonstrate that competitive Advantage mediates the causal relationship between entrepreneurial orientation, business innovation, and MSME performance.

The Impact of Working Capital Management on Profitability: The Mediating Role of Liquidity in Pakistan’s Textile Sector

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This study investigates the impact of working capital management (WCM) on the profitability of textile firms listed on the Pakistan Stock Exchange (PSX), with a specific focus on the mediating role of firm liquidity. Pakistan’s textile sector, which contributes approximately 8.5% to GDP, accounts for 46% of total manufacturing output, and generates over 60% of national export earnings, operates under persistent macroeconomic pressures including energy shortages, currency depreciation, volatile cotton prices, and constrained access to short-term financing. The study employs a panel dataset comprising eight PSX-listed textile firms over the period FY2020-FY2024, yielding 40 firm-year observations; the dynamic GMM profitability model uses 30 observations because CCC and ITO data were unavailable for selected firm-years. The primary measures of working capital efficiency are the Cash Conversion Cycle (CCC) and Inventory Turnover (ITO), while firm profitability is measured by Return on Assets (ROA) and firm liquidity is captured through the Current Ratio. The empirical results show a positive and significant relationship between CCC and ROA (β = 0.068, p = 0.028), a strong positive relationship between ITO and ROA (β = 1.847, p = 0.015), and a dominant positive effect of liquidity on profitability (β = 28.640, p = 0.002). Firm liquidity partially mediates the relationship between working capital management and profitability, and panel cointegration tests confirm a stable long-run equilibrium among the study variables.

The Effect of Audit Quality, Audit Committee, and Corporate Social Responsibility on Firm Value with Firm Size as a Moderating Variable

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This study aims to examine the effect of audit quality, audit committee, and corporate social responsibility (CSR) on firm value, with firm size as a moderating variable. This research employs a quantitative approach using secondary data obtained from the annual financial reports of energy sector companies listed on the Indonesia Stock Exchange. The sample was selected using purposive sampling, resulting in 75 observations. The data were analyzed using multiple linear regression and Moderated Regression Analysis (MRA). The results indicate that audit quality, audit committee, and CSR have a positive and significant effect on firm value. Firm size also has a positive effect and is proven to moderate the relationship between audit quality, audit committee, and CSR on firm value. Additionally, control variables, namely profitability and leverage, are found to have a positive and significant effect on firm value. Simultaneously, all variables in this study significantly influence firm value.

The Influence of Public Sphere, Perceived Usefulness, and Trust on Mobile Payment Intention with Attitude as a Mediating Variable

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The objective of this study is to understand the social and psychological factors that influence user intentions and attitudes in using mobile payment services in Indonesia. This study examines the influence of Public Sphere, Perceived Usefulness, and Trust on user attitudes and intentions, as well as the role of Attitude as a mediating variable.  A quantitative method is used in this study by collecting data through an online survey using Google Forms in which the respondents are active users of mobile payment services in Indonesia. The data analysis is conducted using descriptive and inferential statistics to examine the relationships between variables. The result of this study shows that Perceived Usefulness and Trust significantly influence users’ positive attitudes toward mobile payment. Moreover, the Public Sphere, which presents user discussions and experiences through social media, also has a positive effect on perceived usefulness and users’ intention to keep using the service. On the other hand, Public Sphere has no direct effect on attitudes, and Trust does not mediate attitudes toward usage intentions. The main findings indicate that user attitudes play an important role as mediators that strengthen the influence of perceived usefulness and trust on their intention to use mobile payments in the future. This study provides implications which are crucial for the digital financial services industry and policymakers. The strategies that emphasize to increase trust through security features and strengthen positive experiences and discussions in digital public spaces can increase the intention and sustainability of mobile payment use in Indonesia. Furthermore, developing humanistic content and emphasizing user experiences in digital public spaces is necessary to shape better attitudes and usage intentions.

Switching Intention in the IndiHome Internet Service Environment: The Roles of Cognitive and Affective Customer Experience and Cognitive Reaction Swift Guanxi

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This study aims to investigate the drivers of switching intention among internet service provider (ISP) users in Indonesia, specifically focusing on IndiHome customers. Utilizing the Stimulus-Organism-Response (SOR) framework, the research examines how external stimuli namely product and price integration, information access, information quality, task-technology fit, and ease of use influence internal customer states (cognitive experience, affective experience, and cognitive reaction swift guanxi) and subsequent switching behavior. The study employed a quantitative survey-based approach with 300 active IndiHome users in Solo, Indonesia, with data analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM). The findings reveal that while technological determinants like task-technology fit and ease of use consistently enhance internal customer states, information access fails to influence any mediating variables. Crucially, the results indicate that neither cognitive nor affective customer experiences directly mitigate switching intention; instead, “cognitive reaction swift guanxi” emerged as the sole significant predictor of switching behavior. The study concludes that in a saturated broadband market, transactional satisfaction alone is insufficient to ensure loyalty. To minimize churn, ISPs must pivot from purely functional improvements to relationship-centric strategies that foster perceived mutual value and strong relational bonds. This research contributes to the marketing literature by integrating relational constructs into the SOR framework to provide a more granular view of consumer behavioral responses in the digital service industry.

Exponential Organizations and Disruptive Innovation

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Exponential Organizations (ExOs) represent a new generation of enterprises that leverage digital technologies, scalable business models, and innovative organizational structures to achieve rapid growth and transformative impact. Closely linked to this phenomenon is disruptive innovation, which reshapes industries by introducing solutions that redefine value creation and render traditional business models obsolete. This paper examines the conceptual foundations, characteristics, and mechanisms of Exponential Organizations, analyzes their relationship with disruptive innovation, and explores how emerging technologies such as artificial intelligence, blockchain, the Internet of Things, and advanced connectivity accelerate this dynamic. Through an extensive review of the literature and illustrative case examples, the study highlights how ExOs amplify disruption, create new markets, and challenge incumbents. The paper concludes with strategic recommendations for organizations seeking to thrive in an era of exponential change.