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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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Exploring The Dynamics Of Ethnic Entrepreneurship In North Sulawesi: A Descriptive Study On Javanese Ethnic Entrepreneurs Mandagi, Deske W.; Nikolas Fajar Wuryaningrat; Steven Tumbelaka; Abraham Lalengboto
Jurnal Ekonomi Vol. 13 No. 02 (2024): Jurnal Ekonomi, Edition April - June 2024
Publisher : SEAN Institute

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Abstract

This study centers around the intricate interplay between Javanese ethnic entrepreneurs and the economic landscape of North Sulawesi, aiming to elucidate the factors that drive these entrepreneurs to establish businesses in a region marked by distinct cultural, linguistic, and customary differences. While existing research has explored the economic contributions of ethnic entrepreneurs, few have ventured into contexts where cultural dissonance is pronounced. Conducting a comprehensive descriptive analysis involving 385 respondents, this research sheds light on the motivations and dynamics behind the choices made by Javanese entrepreneurs to engage in business activities within the diverse socio-cultural milieu of North Sulawesi. The findings reveal a vibrant and dynamic business ecosystem in the region, fostering a symbiotic relationship between the entrepreneurial endeavors of the Javanese ethnic community and the broader economic development of North Sulawesi. By uncovering the mechanisms that underpin the success of Javanese ethnic entrepreneurs in a culturally disparate environment, this study contributes to a nuanced understanding of how economic support from within ethnic communities can drive regional growth. The results imply the existence of a mutually beneficial relationship wherein the adaptability and resilience of Javanese entrepreneurs converge with the open and dynamic business ecosystem of North Sulawesi, ultimately facilitating economic progress for both the ethnic group and the broader region.
Exploring City Brand Gestalt Driver: The Case of Bitung City Mandagi, Deske W.; Darvel Civlie Walone; Tonny Irianto Soewignyo
Jurnal Ekonomi Vol. 13 No. 02 (2024): Jurnal Ekonomi, Edition April - June 2024
Publisher : SEAN Institute

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Abstract

As urban landscapes evolve rapidly and competition among cities intensifies for economic growth and global recognition, the imperative to understand the dynamics of City Brand Gestalt (CBG) has heightened. This study aims to delve into the architecture of CBG by assessing the impact of its four dimensions (namely Story, Sensescape, Servicescape, and Stakeholder) on shaping Bitung City's overall brand gestalt. This research holds significance in formulating development strategies for CBG aimed at improving the economy of Bitung City, particularly in the tourism sector. A quantitative descriptive and causal research design was adopted by distributed and collected 250 self-administered online questionnaires from Bitung City visitors between January and May 2023. Structural Equation Modeling using SmartPLS was employed to determine the significant influence of each dimension on brand gestalt. The results confirmed the significant role of the 4S dimensions namely, story, sensescape, servicescape, and stakeholder in shaping the overall city brand gestalt.  In summary, this research underscores significant implications for city marketers and policymakers, emphasizing the necessity of crafting an appealing and positive brand narrative to enhance the image of a city. This, in turn, can bolster the city's economy, particularly in terms of tourism and other sectors.
Work-Life Balance as a Mediator of Job Satisfaction among Indonesian Expatriates Mandagi, Deske W.; Gerungan, Citra Adriana; Walean, Ronny H.
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 6 No 4 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i4.4514

Abstract

Purpose: Expatriate job satisfaction has emerged as a critical topic in the context of increasing global workforce mobilities. This study aims to understand how lifestyle, job security, and work-life balance affect the job satisfaction of Indonesian expatriates living and working in Thailand. Methodology/approach: A quantitative research method was employed. A survey with structured questionnaires was administered to 200 Indonesian expatriates who had worked in Thailand for more than one year. The data were analyzed using Structural Equation Modeling (SEM) with the help of SmartPLS software to examine the relationships between the factors. Results: The study found that lifestyle, job security, and work-life balance all have a positive and significant impact on job satisfaction. It also showed that work-life balance plays an important role in connecting lifestyle and job security to the overall job satisfaction. Conclusions: Non-financial factors such as a good lifestyle, feeling secure in one’s job, and having a balance between work and personal life are very important for Indonesian expatriates’ job satisfaction. Employers and decision-makers should seriously consider these factors. Limitations: The study only focused on Indonesian expatriates in Thailand who had worked there for more than a year; therefore, the results might not apply to all expatriates or other countries. Contribution: This study provides insights for employers, HR professionals, and policymakers in Indonesia on improving job satisfaction and reducing the need for skilled workers to move abroad. It adds to the fields of international human resource management and expatriate studies.
The Interplay of Social Media Marketing, Brand Trust, Customer Satisfaction and Loyalty Walean, Ronny H.; Rantung, Nancy Margaretha; Mandagi, Deske W.
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 6 No 4 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i4.4519

Abstract

Purpose: This study aims to understand how social media marketing (SMM) affects customer satisfaction and loyalty in the context of emerging e-commerce markets, with a particular focus on the mediating role of brand tr Purpose: This study aimed to understand how social media marketing (SMM) affects customer satisfaction and loyalty in emerging e-commerce markets, with a particular focus on the mediating role of brand trust. Methodology/approach: This study used a quantitative correlational research design. Data were collected through an online survey of 182 active users of a leading Indonesian e-commerce platform. The data were analyzed using Structural Equation Modeling (SEM) with SmartPLS software to examine the relationships between SMM, brand trust, customer satisfaction, and loyalty. Results: The study found that SMM had a significant positive impact on brand trust. In turn, brand trust positively influences customer satisfaction and loyalty. Furthermore, brand trust is a critical mediating variable that strengthens the relationship between SMM and customer outcomes. Conclusions: Building brand trust through effective social media engagement is essential for enhancing customer satisfaction and loyalty in e-commerce brands. SMM strategies that foster trust can serve as powerful tools for achieving long-term consumer retention in competitive digital marketplaces. Limitations: This study focused solely on Indonesian users of a single e-commerce platform, which may limit the generalizability of the findings to other markets or platforms. Contribution: This study provides practical insights for marketers, digital strategists, and e-commerce businesses aiming to strengthen consumer relationships. This study contributes to a broader understanding of how social media engagement can be leveraged to build trust and drive loyalty in rapidly growing online markets. ust. Methodology/approach: A quantitative correlational research design was used. Data were collected through an online survey of 182 active users of a leading e-commerce platform in Indonesia. The data were analyzed using Structural Equation Modeling (SEM) with the SmartPLS software to examine the relationships between SMM, brand trust, customer satisfaction, and loyalty. Results/findings: The study found that SMM has a significant positive impact on brand trust. In turn, brand trust positively influences both customer satisfaction and customer loyalty. Furthermore, brand trust acts as a critical mediating variable that strengthens the relationship between SMM and customer outcomes. Conclusions: Building brand trust through effective social media engagement is essential for enhancing customer satisfaction and loyalty in e-commerce. SMM strategies that foster trust can serve as powerful tools for achieving long-term consumer retention in competitive digital markets. Limitations: The study focused solely on Indonesian users of a single e-commerce platform, which may limit the generalizability of the findings to other markets or platforms. Contribution: This study provides practical insights for marketers, digital strategists, and e-commerce businesses aiming to deepen consumer relationships. It contributes to the broader understanding of how social media engagement can be leveraged to build trust and drive loyalty in rapidly growing online markets.
Mapping Current Trend Of Nursing Service Quality Research In Indonesia Yunita Peggy Tappy; Deske W. Mandagi
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 6 No. 5 (2025): 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.v6i5.8349

Abstract

Nursing service quality (NSQ) is the cornerstone of high-impact care, strengthening healthcare systems, and showcasing the highest standards of professional excellence. This systematic literature review (SLR) aims to explore the current NSQ literature within the Indonesia context by examining research trends, theoretical frameworks, key concepts, and future directions. 137 articles published between 2009 and 2024 in the Scopus database was systematically screened and anlized using Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework. The analysis identified five major research streams: nursing practice and patient care, quality of life and patient-centered outcomes, hospital management and healthcare systems, emerging healthcare challenges, and pandemic response. Four key antecedents of NSQ were identified: staffing and resources, training and competencies, leadership and administration, and health system infrastructure, along with four core elements: interpersonal care, crisis response, practice competence, and support systems. The analysis also highlights four primary consequences of NSQ: patient outcomes, nurse well-being, social impact, and organizational performance. Future research should focus on workforce well-being, leadership and organizational dynamics, patient safety and ethical standards, and integrated, population-specific nursing care. These insights provide a strategic roadmap for advancing NSQ research and practice in Asia.
Employee Relations and Customer Satisfaction: A Systematic Review Carmen Mandey; Deske W. Mandagi
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 7 No. 3 (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.v7i3.10468

Abstract

The growing recognition of employees as central actors in service delivery has intensified scholarly interest in understanding how employee relations shape customer satisfaction. Despite a substantial body of research, the literature remains fragmented across human resource management, internal marketing, and service management domains, limiting cumulative theory development. This study presents a comprehensive systematic literature review (SLR) examining the relationship between employee relations and customer satisfaction, utilizing Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework. Drawing on 224 peer-reviewed journal articles, the review integrates theoretical perspectives, contextual settings, key constructs, and methodological approaches to map the intellectual structure of the field. The findings reveal dominant theoretical foundations such as social exchange theory and internal marketing, with empirical emphasis on service-oriented behavior, employee engagement, and service quality as critical linking mechanisms. However, notable gaps persist in relational dynamics, non-service contexts, and longitudinal and multi-level research designs. This study contributes to the literature by synthesizing fragmented insights into two integrative conceptual frameworks that clarify the pathways through which employee relations influence customer satisfaction. It further identifies theoretical blind spots, offers practical implications for managing employee–customer interfaces, and proposes a future research agenda to advance interdisciplinary integration in employee relations and service research.
The State of Sustainable Competitive Advantage Research and Future Directions Wulyatiningsih, Toetik; Mandagi, Deske W.
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 7 No. 4 (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.v7i4.10634

Abstract

The growing importance of long-term competitiveness has intensified scholarly interest in sustainable competitive advantage (SCA). However, existing studies remain fragmented across strategic management, innovation, sustainability, and information systems research. This study conducts a systematic literature review supported by bibliometric and keyword co-occurrence analyses using the PRISMA framework to map the intellectual structure of SCA research. An initial search of the Scopus database identified 812 publications, which were screened and reduced to 136 articles for final analysis. The findings reveal six major thematic clusters: sustainability and stakeholder value, strategic management and organizational performance, innovation and technological capabilities, dynamic capabilities and organizational learning, industrial and manufacturing applications, and data driven and knowledge-based systems. The results indicate that sustainability strategies, managerial capabilities, innovation practices, operational systems, and digital technologies collectively shape the development of SCA. This study contributes by integrating fragmented insights and clarifying the main research streams in SCA literature. It also highlights emerging themes such as digital transformation and sustainability integration, offering directions for future interdisciplinary research on sustainable competitiveness.
Unity in Action: The Mapalus Model as a Blueprint for Rural Economic Empowerment Fajar Wuryaningrat, Nikolas; Kumajas, Lydia I.; Mandagi, Deske W.
International Journal of Sustainable Business, Management and Accounting Vol. 1 No. 2 (2025): International Journal of Sustainable Business, Management, and Accounting (IJSB
Publisher : CV Media Inti Teknologi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58723/ijsbma.v1i2.102

Abstract

Background of study: Circular economy has been widely studied in manufacturing industries, yet its application in rural agricultural communities remains underexplored. Most derivative product developments often overlook whether they meet the real needs of local communities. Aims and scope of paper: This paper aims to introduce the Mapalus Circular Economic Model, which integrates the traditional Minahasan concept of mapalus—a cooperative system based on kinship—into rural economic empowerment. The scope focuses on exploring how agricultural derivative products can be developed and consumed within rural communities to create a sustainable local economy. Methods: The study employs a literature review method, synthesizing existing research on circular economy, community-based development, and the role of mapalus in strengthening collaboration, knowledge transfer, and social cohesion. Result: : Findings highlight that the Mapalus Circular Economic Model positions rural communities as both producers and consumers of derivative agricultural products. This dual role fosters sustainable economic cycles, enhances community self-reliance, and supports environmental preservation. The integration of local traditions, knowledge resources, policies, and external collaborations is identified as essential for successful implementation. Conclusion: The Mapalus Model represents a blueprint for rural economic empowerment through circular economy practices grounded in cultural values. By revitalizing mapalus traditions, the model fosters collective action, reduces poverty, and strengthens social bonds. However, as this study is based on literature review, empirical validation through field research is required to ensure its practical applicability and effectiveness in real-world settings.
Perceived Value and Pricing as Determinants of Loyalty Intention in Music Streaming Subscription Services: Mediating Role of Customer Satisfaction Fibrillya Priskila Moreen Soputan; 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.v9i1.2388

Abstract

Customer loyalty represents a critical challenge for subscription-based digital services, particularly in the highly competitive music streaming industry. This study aims to examine the influence of perceived value and pricing on loyalty intention, with customer satisfaction serving as a mediating variable among Spotify Premium users. A quantitative research approach was employed through a survey. Data were collected from 204 respondents and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The structural model analysis reveals that perceived value and pricing have significant positive effects on customer satisfaction and loyalty intention. Furthermore, customer satisfaction significantly mediates the relationships among perceived value, pricing, and loyalty intention, indicating that satisfaction is an important mechanism linking service evaluation to loyalty behavior. The study contributes to the literature on digital consumer behavior by clarifying the mechanism through which value and price perceptions influence loyalty in subscription platforms. Practically, the findings provide insights for digital music service providers to design strategies that enhance perceived value, optimize pricing structures, and improve user satisfaction, thereby strengthening long-term customer loyalty.
MAPPING SERVICE RECOVERY STRATEGY RESEARCH: A SYSTEMATIC REVIEW Carmen Mandey; Deske W. Mandagi
Journal of Economic, Bussines and Accounting (COSTING) Vol. 9 No. 1 (2026): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/6cctdq81

Abstract

Service recovery has become an important research area as organizations seek effective strategies to address service failures and maintain customer relationships. This study conducts a bibliometric analysis to examine the intellectual structure and thematic evolution of service recovery research. Initially, 258 publications were retrieved from the Scopus database, and after screening, 182 studies were retained for analysis. Using keyword co-occurrence and overlay visualization techniques, the results identify six major research clusters: (1) justice, satisfaction, and perceived fairness; (2) customer behavior, loyalty, and forgiveness; (3) service failure and recovery processes; (4) employee roles and organizational responses; (5) hospitality and tourism applications; and (6) digital platforms, artificial intelligence, and online service contexts. Early studies focused on justice perceptions and complaint management in service failures, while later research expanded to behavioral outcomes, organizational capabilities, and industry applications. Recent studies increasingly explore digital service environments, including online reviews, social media, and AI-enabled service recovery. These findings map the intellectual structure of service recovery research and highlight emerging directions for technology-driven service recovery and customer relationship management.
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