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All Journal The International Journal of Accounting and Business Society QALAMUNA: Jurnal Pendidikan, Sosial, dan Agama Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) SEIKO : Journal of Management & Business JURNAL MANAJEMEN BISNIS EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Mantik MANAJEMEN DEWANTARA Journal of Enterprise and Development (JED) Jurnal Informatika Ekonomi Bisnis JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Management Studies and Entrepreneurship Journal (MSEJ) Enrichment : Journal of Management Literatus Studi Ilmu Manajemen dan Organisasi Jurnal Ekonomi Jurnal Multidisiplin Madani (MUDIMA) Edukasia: Jurnal Pendidikan dan Pembelajaran Journal of Indonesian Economy and Business Proceeding National Conference Business, Management, and Accounting (NCBMA) Indonesian Journal of Islamic Economics and Finance Paradoks : Jurnal Ilmu Ekonomi Jurnal Informatika Ekonomi Bisnis Jurnal Penelitian Pendidikan Indonesia Advances: Jurnal Ekonomi & Bisnis JER Society Jurnal Studi Perhotelan dan Pariwisata International Journal of Sustainable Business, Management and Accounting
Deske W. Mandagi
Fakultas Ekonomi Dan Bisnis, Universitas Klabat, Airmadidi, Indonesia
Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Service Quality and Brand Trust as Determinants of Customer Loyalty: Mediating Role of Customer Satisfaction Budi Prasetiyo; Ronny H. Walean; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.1995

Abstract

Service quality and public trust in government institutions have become pivotal themes in modern marketing discourse, particularly as citizens demand greater efficiency and transparency in public service delivery. This study aims to examine the contribution of service quality and brand trust to customer loyalty, with customer satisfaction as a mediating variable, in the context of the One-Stop Integrated Service Center (PTSP) at the Directorate General of Customs and Excise. Employing a quantitative survey design, data were collected from 85 PTSP service users through purposive sampling. The data were analyzed using structural equation modeling (SEM) to test the hypothesized relationships among variables. The results reveal that service quality and brand trust do not have a significant direct effect on user loyalty. However, customer satisfaction mediates the relationship between service quality and customer loyalty. These findings highlight that enhancing service quality remains essential to increasing satisfaction, which, in turn, drives loyalty among public service users. The study contributes to the growing literature on public sector marketing by underscoring the mediating role of satisfaction and by suggesting the development of stronger brand trust strategies to sustain long-term user engagement in government service context.
Mapping The Evolution of Customer Experience Management Research in Indonesia Lefrand S. Pasuhuk; Sandra J. R. Kainde; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2104

Abstract

Customer Experience Management (CEM) has emerged as a critical strategic paradigm for enhancing customer satisfaction, strengthening loyalty, and sustaining competitive advantage in increasingly digital and experience-driven markets. This study conducts a systematic literature review (SLR) to map the evolution, intellectual structure, and thematic development of CEM research in the Indonesian context. Following the PRISMA framework, 210 records were initially retrieved from the Scopus database, yielding a final sample of 67 peer-reviewed journal articles published between 2010 and 2025. Bibliometric and keyword co-occurrence analyses reveal four dominant research clusters: customer experience and relationship management; brand management and brand equity development; digital and technology-enabled marketing; and sales performance and market-driven strategy. The findings indicate that Indonesian CEM research has evolved from traditional service quality and satisfaction perspectives toward more integrated, experience-centric, and digitally enabled frameworks. Despite this progress, several areas remain underexplored, including emotional and psychological dimensions of customer experience, advanced analytics and artificial intelligence integration, ethical and cultural considerations, and the development of robust, context-sensitive experience measurement frameworks. By synthesizing fragmented research streams into a coherent thematic structure, this study offers theoretical insights into the maturation of CEM research. It provides a foundation for advancing future scholarship and managerial practice in Indonesia and similar emerging market contexts.
A Decade of Brand Experience Research in Indonesia: Evolution, Patterns, and Future Directions Sandra J.R. Kainde; Lefrand S. Pasuhuk; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2109

Abstract

In contemporary branding and marketing scholarship, brand experience has become a pivotal construct for explaining how firms create value, cultivate loyalty, and maintain competitive advantage in increasingly digital and experience-intensive markets. Responding to this shift, the present study conducts a systematic literature review (SLR) to examine the evolution, intellectual structure, and thematic composition of brand experience research in the Indonesian context. Guided by the PRISMA framework, the review process screened 14,326 records retrieved from the Scopus database, resulting in a final sample of 132 peer-reviewed journal articles published between 2015 and 2025. Bibliometric and keyword co-occurrence analyses reveal five dominant thematic clusters: (1) core brand experience and relational outcomes, (2) brand management and brand equity formation, (3) digital and technology-mediated brand experience, (4) service quality and experience design, and (5) context-specific and market applications. The findings indicate that brand experience research in Indonesia has transitioned from early service quality and satisfaction-oriented perspectives toward more integrative, strategically grounded, and digitally enabled experiential frameworks. Despite this progression, several vital areas remain underdeveloped, including the emotional and psychological foundations of brand experience, the deeper integration of advanced analytics and artificial intelligence, ethical and cultural dimensions of experiential value, and the development of robust, context-sensitive measurement approaches. By synthesizing fragmented research streams into a coherent thematic structure, this study advances theoretical understanding of brand experience. It provides a structured foundation for future scholarly inquiry and managerial application in Indonesia and comparable emerging market settings.
A 25-Year Review of Customer Relationship Management Research in Indonesia: Evolution, Trends, and Future Directions Yeane Koyongian; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2277

Abstract

Academic interest in Customer Relationship Management (CRM) has grown substantially, reflecting its strategic importance in enhancing customer value, loyalty, and organizational performance. This study systematically reviews and maps the evolution and dominant themes of CRM research in Indonesia over 25 years (2000–2025). Using a systematic literature review (SLR) of the Scopus database, 469 articles were initially identified and filtered to 226 final studies based on inclusive criteria. Bibliometric mapping and content analysis reveal six major research clusters: customer satisfaction and value; supply chain management and sustainability; business and marketing performance; loyalty and consumer behavior; relationship and customer management; and management and organizational issues. The review also identifies emerging themes, including artificial intelligence and big data analytics in CRM, omnichannel customer management, sustainable customer relationships, and the influence of Indonesia’s cultural and institutional context. By synthesizing established and emerging research streams, this study provides a comprehensive overview of CRM scholarship in Indonesia and offers directions for future theoretical and empirical research.
The Interplay of Service Recovery on Word of Mouth, Sustainable Brand, and Customer Trust in Banking Cryzelda Minerva Lumbantoruan; Ronny H. Walean; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2338

Abstract

Customer trust is a fundamental factor in sustaining long-term relationships in the banking sector. However, service failures in digital banking can weaken trust and damage brand perception. This study examines the influence of service recovery on word-of-mouth, sustainable brand perception, and customer trust, and the mediating role of customer trust. Data were collected through a questionnaire survey from 250 banking customers in Manado, Indonesia. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that service recovery significantly influences word-of-mouth and customer trust. Word of mouth also significantly affects perceptions of a brand's sustainability and customer trust. Furthermore, customer trust mediates the relationship between service recovery and sustainable brand. These findings highlight the importance of effective service recovery in strengthening trust, generating positive word-of-mouth, and supporting sustainable branding in the banking industry.
Mapping the Intellectual Structure of Research in Employer Branding and Talent Attraction Carmen Mandey; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2339

Abstract

The growing competition for skilled talent has elevated employer branding from a supporting human resource practice to a strategic mechanism for enhancing organizational attractiveness in dynamic labor markets. Despite a rapidly expanding body of research, the employer branding and talent attraction literature remains fragmented across human resource management, marketing, and organizational studies, limiting the development of cumulative theory. This study presents a comprehensive systematic literature review (SLR) that maps the intellectual structure and evolution of research on employer branding and talent attraction using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework. Drawing on 78 peer-reviewed journal articles indexed in Scopus between 2007 and 2025, the review integrates bibliometric analysis and keyword co-occurrence mapping to identify dominant themes, influential contributors, and emerging research streams. The findings reveal a clear progression from early recruitment- and image-oriented perspectives toward more holistic, employee-centered approaches that emphasize talent management, employee engagement, sustainability, and digital recruitment platforms. The study also highlights persistent gaps in theoretical integration, cross-cultural analysis, and longitudinal research designs.
Navigating digital horizons: A systematic review of social media’s role in destination branding Deske Wenske Mandagi; Indrajit Indrajit; Toetik Wulyatiningsih
Journal of Enterprise and Development (JED) Vol. 6 No. 2 (2024): Journal of Enterprise and Development (JED)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v6i2.10075

Abstract

Purpose — This study aims to acquire a comprehensive understanding of how social media platforms contribute to the process of destination branding by identifying major themes in the literature pertaining to social media's role in destination branding.Method — This study employs a Systematic Literature Review (SLR) methodology to conduct an in-depth analysis of academic journal articles pertaining to the role of Social Media Marketing (SMM) in destination branding. The review encompasses 55 final articles published and indexed in the Scopus database from 2014 to 2024. The Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) method is employed as the framework for this systematic review, ensuring the robustness of the review process.Result — Four prominent themes have been identified regarding the role of SMM in destination branding: 1) Enhancing Destination Brand Value Co-Creation, 2) Influencing Customer-Based Brand Equity, 3) Shaping Destination Brand Identity, and 4) Driving Destination Brand Engagement and Loyalty.Practical implications — Destination marketers should leverage social media strategically to enhance brand visibility, engagement, and loyalty, utilizing these platforms as virtual stages to showcase the destination's culture, heritage, and diversity.
Digital Customer Experience: Retrospective Insights And Future Directions Koyongian, Yeane; Mandagi, Deske W.
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 7 No. 5 (2026): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v7i5.11073

Abstract

The rapid acceleration of digital transformation and rising customer expectations have positioned Digital Customer Experience (DCX) as a critical yet fragmented research domain. This study systematically reviews the DCX literature to identify key research trends, dominant themes, theoretical foundations, and methodological approaches. Using a PRISMA-guided systematic literature review of 365 Scopus-indexed journal articles, the study employs bibliometric and content analysis techniques. The findings reveal a significant increase in DCX research, particularly after 2020, with core themes centered on customer experience, digital transformation, and digital marketing. Six major thematic clusters emerge, including value creation, technology, engagement, consumer behavior, customer journey, and business performance. The results also indicate a dominance of qualitative and conceptual studies, alongside a growing adoption of quantitative methods such as structural equation modeling. Despite diverse theoretical applications, the field remains fragmented, highlighting the need for integrative frameworks. This study contributes by consolidating the intellectual structure of DCX research and proposing future research directions using the TCCM framework. Practically, it offers insights for organizations to design integrated and customer-centric digital experiences that enhance engagement, satisfaction, and competitive advantage
EXPLORING THE NEXUS BETWEEN SERVICE QUALITY, PATIENT SATISFACTION, AND RECOMMENDATION INTENTIONS IN FAITH-BASED HOSPITAL SETTINGS Ayu Christa Pratiwi Inaray; Fanny Soewignyo; Elvis R Sumanti; Deske W Mandagi
EKUITAS (Jurnal Ekonomi dan Keuangan) Vol 8 No 3 (2024): September
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya(STIESIA) Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24034/j25485024.y2024.v8.i3.6527

Abstract

  More research is needed, particularly examining the connection between service quality and patient happiness in the setting of faith-based hospitals. This study seeks to fill this empirical void by investigating the correlation between service quality, patient satisfaction, and the intention to recommend a faith-based private hospital. An empirical study was carried out from October to November 2022, with a sample of 200 participants who underwent medical treatment at religiously affiliated facilities in Manado, North Sulawesi, Indonesia. The quantitative data were examined using structural equation modelling (SEM) using SmartPLS version 3.2. The results suggest that the quality of healthcare services has a favourable impact on consumer satisfaction. The intention to promote healthcare services is strongly influenced by patient satisfaction. Moreover, patient satisfaction completely mediates the association between healthcare service quality and recommendation intention. Furthermore, the study highlights reliability as the primary determinant in forecasting the quality of healthcare services. The findings enhance comprehension of the dynamics within faith-based hospital settings, guiding strategic initiatives to enhance healthcare delivery and patient outcomes.
‘I See It, I Want It, I Buy It’: Peran Social Media Marketing dalam Membentuk Brand Image dan Niat Beli Produk Lokal Gen Z Evi C Waworuntu; Deske W Mandagi; Anthony S Pangemanan
Society Vol 10 No 2 (2022): Society
Publisher : Laboratorium Rekayasa Sosial, Jurusan Sosiologi, FISIP Universitas Bangka Belitung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33019/society.v10i2.463

Abstract

Although the interplay of social media marketing (SMM) on brand image and purchase intention has been studied extensively, insights into the link between these variables in the context of the local product remain scarce, specifically from generation Z’s customer point of view. Therefore, this study aims to fill this theoretical gap by investigating the role of SMM on brand image and purchase intention of local products in the perception of generation Z. A survey-based data was collected using purposive sampling from 184 respondents of generation Z. The data were then analyzed using SmartPLS statistical software. The result reveals that SMM positively and significantly influences the brand image and Gen Z’s intention to purchase the local product. Meanwhile, brand image was a positive predictor of purchase intention. Additionally, brand image mediates the relationship between SMM and purchase intention, such that SMM influences brand image, leading to purchase intention.
Co-Authors Abraham Lalengboto Agung S. A. Siddik Agung Sukma Adiguna Siddik Angela Marcella Wantah Anthony S Pangemanan Anthony Stafford Pangemanan Ayu Christa Pratiwi Inaray Benny Benny Lule Bervie Fransel Rondonuwu Betris Lovely Lengkong Biliam Abiyut Nomleni Budi Prasetiyo Carolin Marhareita Carolina Sumenda Carundeng, Stelly Stevanny Christian G. Siwy Cry Cinta Putri Anjel Cryzelda Minerva Lumbantoruan Danny Ivan Rantung Darvel Civlie Walone David A. Lumangkun David G. Abin Daysi Fikka Kelejan Derby C. Rampen Douglass Rasuh Elannemay Rondo Elvis Ronald Sumanti Ernando R. Supatman Evi C Waworuntu Evi C Waworuntu Fanny Soewignyo Fibrillya Priskila Moreen Soputan Frandy Melvin Walean Frandy Walean Geo Farly Kalesaran Gerungan, Citra Adriana Harman Malau Helena M. Pongoh Ika Prayanthi Indrajit indrajit indrajit, Indrajit Itje Rosali Polii Iwan Waani Kila James S. Toding Jane Dungus Jeane Cicilia Syamsia Jentelino Silvester Langitan Jessica Agnes Walewangko Jonathan, Steve Arthur Kainde, Llly Linne Kojongian, Jovelia Krisnadi Geovani Sengkandai Langelo, Charolyn G. E. Langitan, Jentelino Silvester Lauren J. Lintang Lefrand S. Pasuhuk Lelasari Sijabat Leonard Stiefen Mumek Lilly Linne A. Kainde Lovely, Lengkong Beatrix Lydia Ivana Kumajas Mandey, Carmen Manggopa, Stefani Maria Christy Wowor Melinda Mokalu Miykel S. Poluan Nadia C. G. Tumober Nikolas Fajar Wuryaningrat Noufer A. Tumbelaka Ole, Hizkia C. Paat, Silvia Friska Patricia Gabriela Rawung Petir, Abraham Leslie Pongoh, Helena M. Queenditya, Sewow Cleopatra Raintung, Rahel Debora Rantung, Nancy Margaretha Rantung, Priccilya Lidya Regina Rantung, Rinny Cherryl Rayo, Edwina Fabiola Rayo, Natashia Merrylien Reimond Kowaas Rondo, Elannemay Ronny H. Walean Ronny Hansje Walean Ronny Hansye Walean Sakka, Eirene W. M. Sandra J.R. Kainde Shapely Ambalao Siddik, Agung Sukma Adiguna Stefani Manggopa Sumenda, Carolina Tendean, Gwyneth Theresia C. Lebo Toetik Wulyatiningsih Tonny Irianto Soewignyo Tumbelaka, Steven Set Xaverius Tumober, Nadia C. G. Vinlyvia G. R. Wulus Vinlyvia Gloria Ribka Wulus Walewangko, Jessica Agnes Wantah, Angela Marcella Warouw, Yisreel Veronica Weku, Jupiter Wulur, Lies Yeane Koyongian Yunita Peggy Tappy Zevania E. V Gessal