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All Journal Jurnal Ekonomi EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Ilmiah Manajemen dan Bisnis (JIMB) MIX : Jurnal Ilmiah Manajemen E-Dimas: Jurnal Pengabdian kepada Masyarakat International Journal of Supply Chain Management EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Manajemen Bisnis Jurnal Ilmiah Manajemen dan Bisnis Jurnal Ilmiah Manajemen Kesatuan International Journal of Environmental, Sustainability, and Social Science Jurnal PkM (Pengabdian kepada Masyarakat) ADPEBI International Journal of Business and Social Science Husnayain Business Review Jurnal Pengabdian Masyarakat Akademisi International Journal of Islamic Business and Management Review Journal of Finance and Business Digital (JFBD) International Journal of Applied Business and International Management International Journal of Accounting & Finance in Asia Pasific Asia Pacific Journal of Management and Education Journal of Governance, Taxation, and Auditing Asean International Journal of Business Jurnal Kepariwisataan: Destinasi, Hospitalitas dan Perjalanan International Journal of Management and Business Applied International Journal of Management and Digital Business Journal of Sustainable Economic and Business SENEMA
Setini, Made
Faculty Of Economics And Business, Warmadewa University, Bali
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences Transportation Other

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Enhancing Customer Satisfaction Through Upselling and Cross-Selling: The Mediating Role of Brand Image in Automotive After-Sales Services Doniartha, I Made Leo; Indiani, Ni Luh Putu; Setini, Made; Putra, Ida Bagus Udaya
International Journal of Islamic Business and Management Review Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijibmr.v6i1.1802

Abstract

After-sales service is an important aspect in building long-term relationships with customers and increasing customer satisfaction with a brand. The implementation of sales strategies such as upselling and cross-selling in after-sales service aims to increase transaction value and shape positive customer perceptions of the brand. Therefore, this study aims to analyze the effect of upselling and cross-selling on customer satisfaction with brand image as a mediating variable in Toyota Tabanan after-sales service. The population in this study were all customers who use Toyota Tabanan after-sales service. The research sample consisted of 100 respondents selected using a purposive sampling technique. The data collection method was carried out through distributing questionnaires. The analysis technique used to test the hypothesis was inferential analysis using Structural Equation Modeling based on Partial Least Square (SEM-PLS). The results showed that upselling and cross-selling had a positive effect on customer satisfaction and brand image. Brand image also had a positive effect on customer satisfaction and was able to mediate the effect of upselling and cross-selling on customer satisfaction. These results indicate that implementing the right sales strategy and strengthening brand image in after-sales service can increase customer satisfaction sustainably.
The Moderating Role of After-Sales Service on Product Quality, Brand Image, and Used Car Repurchase Intention Saputra, I Gede Harry Pratama; Indiani, Ni Luh Putu; Setini, Made
International Journal of Management and Business Applied Vol. 5 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijmba.v5i1.1761

Abstract

Purpose – This paper seeks to examine the effect of product quality and brand image on repurchase intention of used car consumers in Denpasar, Bali, as well as to analyze the moderating role of after-sales service in strengthening these relationships. Methodology/approach – A quantitative survey approach was employed to collect data from 120 consumers who had previously purchased used cars and received after-sales services from used car showrooms in Denpasar. The data were gathered through a Likert-scale questionnaire and analysed using Partial Least Squares–Structural Equation Modelling (PLS-SEM). Findings – The results indicate that product quality and brand image have a positive and significant influence on consumers repurchase intention. However, after-sales service does not moderate the relationship between product quality and repurchase intention, nor between brand image and repurchase intention. These findings suggest that repurchase decisions in the used car market are mainly driven by the physical condition of the vehicle and brand perception rather than by post-purchase services. Novelty/value – This study provides insight into consumer repurchase behaviour in the used car industry in Bali, emphasizing the importance of maintaining vehicle quality and strengthening brand image as key strategies for used car showrooms. Although after-sales service was not found to play a moderating role, it remains important as a supporting factor for customer satisfaction and long-term relationships.
Integrating Tri Hita Karana into Entrepreneurial Orientation for Business Sustainability in Balinese MSMEs Ni Wayan Sitiari; Made Setini; Anik Puspa Ningsih; Cokorda Krisna Yuda
International Journal of Applied Business and International Management Vol 11, No 1 (2026): April 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v11i1.4521

Abstract

Business sustainability often varies depending on cultural perspectives. This study aims to explore business sustainability through the lens of entrepreneurial orientation practices, specifically from the Tri Hita Karana (THK) cultural perspective in Bali. The research employs a qualitative approach, with respondents including owners and managers of Micro, Small, and Medium Enterprises (MSMEs), community leaders, and academics from Bali. The findings of the study reveal that business sustainability, as seen through the THK cultural perspective in Bali, encompasses entrepreneurial orientation practices such as maintaining a harmonious relationship with God by seeking taksu, fostering harmonious relationships with others through memyamabraya, and protecting the natural environment and its resources by safeguarding the earth. Business sustainability, viewed through the lens of cultural values, can help maintain long-term business viability in Bali; however, it tends not to promote growth at the scale of larger companies. The findings of this study indicate that MSMEs in Bali, with a deep understanding of their culture, tend to preserve traditional business practices, which, while sustainable, often hinder the transition to larger-scale enterprises. The results provide insights for policymakers in designing culturally grounded strategies to enhance both the sustainability and growth potential of MSMEs.
Moderating Role of Tri Hita Karana on Work Systems, Engagement, and Turnover Intention in Bali Hospitals Anak Agung Media Martadiani; Made Setini; Daru Asih; Made Panji Satrya Wiradarma
International Journal of Applied Business and International Management Vol 11, No 1 (2026): April 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v11i1.4348

Abstract

High nurses’ turnover intention remains a critical issue in healthcare organizations, affecting service quality and organizational sustainability. This study aims to examine the effect of High-Performance Work Systems (HPWS) and employee engagement (EE) on turnover intention (TOI), with Tri Hita Karana (THK) as a moderating variable. This study employs a quantitative approach using data collected from 150 nurses working in private hospitals in Denpasar. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that HPWS has a significant negative effect on TOI (? = -0.45, p = 0.001), and EE also shows a significant negative effect (? = -0.50, p = 0.001), suggesting that effective HR practices and higher EE reduce employees’ intention to leave. In addition, THK has a significant negative direct effect on TOI (? = -0.30, p = 0.006) and strengthens the relationships between HPWS and TOI as well as between EE and TOI. These findings highlight the importance of integrating HR practices, psychological engagement, and cultural values in reducing turnover intention. This study contributes to the human resource management literature by incorporating local cultural values into employee retention and offers practical implications for developing culturally aligned retention strategies in healthcare.
The Relationship between Digital Lifestyle (Cashless Society) and Consumer Financial Behavior of Generation Z in Denpasar Made Wianto Putra; Made Setini; I Ketut Selamet; Ida Ayu Putu Santi Purnamawati
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 9, No 1 (2026): February 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v9i1.4345

Abstract

The development of digital financial technology is driving significant changes in the consumption behavior of Generation Z, especially in the city of Denpasar, which is the center of digital-based economic activity in Bali. This study aims to analyze the influence of Financial Literacy and Digital Lifestyle (Cashless Society) on Consumptive Financial Behavior with Impulse Buying as a mediating variable. Using a quantitative approach and Partial Least Squares–Structural Equation Modeling (PLS-SEM) analysis, the study involved 250 Gen Z respondents who actively use digital services such as e-wallets, QRIS, and paylater. The results of the study show that financial literacy has a significant negative effect on consumptive behavior, which means that the higher the financial literacy, the lower the tendency to overconsumption. On the contrary, digital lifestyles have a significant positive effect on consumptive behavior, confirming that the ease of digital transactions increases the tendency to spontaneous consumption. The findings also reveal that impulse buying partially mediates the relationship between digital lifestyle and consumptive behavior, as well as mediates the full influence of financial literacy on consumptive behavior. Thus, impulsive impulses are an important psychological mechanism that explains how the digital environment shapes the financial behavior of Gen Z. This research makes a theoretical contribution to the literature on digital consumer behavior and offers practical implications for financial literacy education and digital transaction management policies for the younger generation
Revisiting the Role of Corporate Governance: Evidence on R&D, Marketing Intensity, and Profitability in Indonesian Pharmaceutical Firms Ida Ayu Surasmi; Made Setini
International Journal of Applied Business and International Management Vol 11, No 1 (2026): April 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v11i1.4597

Abstract

Firm profitability is a critical indicator of business sustainability, particularly in competitive industries such as pharmaceutical manufacturing, where innovation, marketing, and governance play essential roles. This study examines the effect of research and development (RD) expenditure and marketing intensity on firm profitability, with corporate governance as both an independent and moderating variable. Using panel data from pharmaceutical firms listed on the Indonesia Stock Exchange (IDX) for the 2020–2024 period, this study applies Moderated Regression Analysis (MRA). The results show that RD expenditure (? = 3.392; p 0.001) and marketing intensity (? = 0.393; p = 0.015) have a significant positive effect on profitability (ROA), while corporate governance also has a significant positive direct effect (? = 2.114; p 0.001). However, the interaction effects are not significant, indicating that corporate governance does not moderate these relationships. The model is statistically significant (F = 14.662; p 0.001) with moderate explanatory power (R² = 0.604). These findings highlight the importance of strategic investment in innovation, marketing, and governance. This study contributes to the literature by positioning corporate governance as an independent determinant rather than a moderating mechanism and provides practical implications for improving firm performance.
Artificial Intelligence in HRM: Threat or Opportunity for Employee Engagement? Ida Bagus Udayana Putra; Made Setini; Ida Bagus Nyoman Udayana; Mochamad Soelton; Olivia Imaculada do Rêgo Sarmento
Asia Pacific Journal of Management and Education (APJME) Vol 9, No 1 (2026): March 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v9i1.4346

Abstract

Digital transformation in human resource management encourages universities to adopt an artificial intelligence-based human resource management (AI-based HRM) system to improve the efficiency and quality of organizational governance. However, the application of AI technology in HRM functions often raises ambivalence among lecturers and education staff, because on the one hand it provides ease of work, but on the other hand it raises concerns related to the burden of adaptation and shift in work roles. This condition has the potential to affect the level of employee engagement, which is an important factor in maintaining the performance and sustainability of higher education institutions. This study aims to analyze the influence of AI-based HRM and organizational support on employee engagement with AI perception as a mediation variable. This study uses a quantitative approach with an explanatory design. Data was collected through an online questionnaire using the Likert scale from 250 respondents consisting of lecturers and education staff at universities who have implemented an AI-based e-HRM system. The data analysis technique used Partial Least Squares–Structural Equation Modeling (PLS-SEM) to test the validity, reliability, and relationships between variables in the research model. The results showed that AI-based HRM and organizational support has a positive and significant effect on employee engagement. These two variables also have a significant effect on AI perception. Furthermore, AI perception has been shown to have a direct effect on employee engagement and partially mediates the influence of AI-based HRM and organizational support on employee engagement. These findings indicate that employee perception of AI as an opportunity, not a threat, is a crucial psychological mechanism in increasing work attachment. Theoretically, this research strengthens the relevance of this studySocial Exchange Theory, Organizational Support Theory, Technology Acceptance Model, and Job Demands–Resources Theory in the context of HRM digitalization in higher education. Practically, this study emphasizes the importance of the human-centered digitalization approach so that the implementation of AI can improve the quality of work and employee engagement in a sustainable manner
Co-Authors Agus Arijanto Ahmad Soleh Anak Agung Media Martadiani Andy Mulyana Anik Puspa Ningsih Asnawati Asnawati Cokorda Krisna Yuda Darma, Dio Daru Asih Daru Asih Datrini, Luh Kade Denny Maulida DEWI, Kadek Goldina Puteri Dewi, Ni Nyoman Ayu Tresna Cahya Doniartha, I Made Leo Eko Tama Putra Saratian Ermawardani, Kadek Ayu Yessy Evi Triandini Evi Triandini Faizan Ul-Haq , Faizan Ul-Haq Gede Suardana GUNAWAN, I Putu Bayu Arya Hidayah, Nenden Restu I Gusti Lanang Putu Tantra I Kadek Yoga Adi Antara I Ketut Selamet I Made Sara I Made Suniastha Amerta I Nengah Dasi Astawa I Nengah Wirsa I Nyoman Rasmen Adi Ida Ayu Putu Santi Purnamawati Ida Ayu Surasmi Ida Bagus Nyoman Udayana Ida Bagus Teddy Prianthara Ida Bagus Udayana Putra januarianta, I Kadek Karona Cahya Susena Kepakisan, I Nyoman Bagus Yoga Ketut Darmayasa Kresnawati Kresnawati Luh Putu Virra Indah Perdanawati Made Dwika Dinda Damayanti Made Juliasa Made Mulyadi Made Panji Satrya Wiradarma Made Wianto Putra Maryam Nadi Mochamad Soelton Mochamad Soelton Muhammad Sadiq Muhammed Hokroh Ni Kadek Linda Surlimna Ni Luh Putu Indiani Ni Luh Wayan Sayang Telagawathi Ni Made Wahyuni Ni Nyoman Kerti Yasa Ni Putu Yuliana Ria Sawitri Ni Wayan Sitiari Ni Wayan SITIARI Nyoman Indra Wiratama Olivia Imaculada do Rêgo Sarmento Pramana, Made Surya Puji Purwatiningsih, Aris Purwadi Purwadi Putra, I Gede Cahyadi Putra, Ida Bagus Udaya Putu Ayu Sita Laksmi PUTU IKA WAHYUNI Putu Ngurah Suyatna Yasa Rahmayanti, Putu Laksmita Dewi Retno Wulandari Sahya Amertha, Genijayendra Saputra, I Gede Harry Pratama Sarmawa, Wayan Gede Sudiyani, Ni Nyoman Sukrisno, Sukrisno Wirasmi Wardhani Yanti, Ni Putu Ita Puspa