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All Journal JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Veteran Economics, Management & Accounting Review
Cristoporus Esandra Murta Kurniawan
Universitas Pembangunan Nasional Veteran Jakarta
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Strategic Leadership: A Systematic Literature Review and Hybrid Bibliometric Analysis Muhammad Deny; Cristoporus Esandra Murta Kurniawan; Irfan Handoko; Rusfian Effendi
JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Vol. 12 No. 2 (2026): April 2026
Publisher : Sekretariat Pusat Lembaga Komunitas Informasi Teknologi Aceh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jemsi.v12i2.6270

Abstract

This study presents a comprehensive review of strategic leadership, employing a systematic literature review (SLR) and bibliometric analysis to evaluate its evolution and significance in contemporary organizational practices. By examining 733 articles on strategic leadership from the Scopus database, this research highlights key trends, gaps, and future directions in the field. The findings reveal that strategic leadership is increasingly relevant across various sectors, particularly with the rise of digital transformation and the growing influence of artificial intelligence. Additionally, the study underscores the importance of integrating leadership theories with practical applications to enhance organizational performance. The bibliometric analysis further identifies prominent authors, institutions, and countries contributing to strategic leadership research, suggesting areas where future inquiries could focus, including the intersection of leadership and innovation. The results provide valuable insights for both academics and practitioners, advancing the understanding of strategic leadership's impact on organizational success.    
Analysis of Complaint Behavior To E-Customer Satisfaction Customer Loyalty Tiktok Shop Cristoporus Esandra Murta kurniawan; Rusfian Effendi; Irfan Handoko; Muhammad Deny
Veteran Economics, Management, & Accounting Review Vol 4 No 1 (2025)
Publisher : Fakultas Ekonomi Dan Bisnis, Universitas Pembangunan Nasional Veteran Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59664/vemar.v4i1.12476

Abstract

This study aims to analyze the effect of complaint behavior on customer satisfaction and customer loyalty, as well as the mediating role of customer satisfaction among TikTok Shop users. The research employs a quantitative approach using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method through the SmartPLS version 4 application. Based on the test results, it was found that complaint behavior has a positive and significant effect on customer satisfaction. Furthermore, complaint behavior also has a positive and significant effect on customer loyalty. In addition, customer satisfaction has been proven to have a positive and significant effect on customer loyalty. The mediation analysis results show that customer satisfaction significantly mediates the effect of complaint behavior on customer loyalty indicating an indirect-only mediation effect. These findings emphasize that enhancing customer satisfaction on TikTok Shop can strengthen the relationship between complaint behavior and customer loyalty. Therefore, TikTok Shop needs to improve the quality of its complaint-handling processes to enhance satisfaction and maintain user loyalty sustainably. Keywords: Complaint Behavior, Customer Satisfaction, Customer Loyalty, TikTok Shop     Abstrak Penelitian ini bertujuan untuk menganalisis pengaruh complain behavior terhadap customer satisfaction dan customer loyalty, serta peran mediasi customer satisfaction pada pengguna TikTok Shop. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Partial Least Square–Structural Equation Modeling (PLS-SEM) Berdasarkan hasil pengujian, diperoleh bahwa complain behavior berpengaruh positif dan signifikan terhadap customer satisfaction Selanjutnya, customer satisfaction terbukti berpengaruh positif dan signifikan. Hasil analisis mediasi menunjukkan bahwa customer satisfaction mampu memediasi pengaruh complain behavior terhadap customer loyalty secara signifikan yang menunjukkan adanya efek indirect-only mediation. Temuan ini menegaskan bahwa peningkatan kepuasan pelanggan TikTok Shop dapat memperkuat hubungan antara perilaku komplain dan loyalitas pelanggan. Oleh karena itu, TikTok Shop perlu meningkatkan kualitas penanganan keluhan pelanggan untuk memperkuat kepuasan serta mempertahankan loyalitas pengguna secara berkelanjutan.   Kata kunci: Complain Behavior, Customer Satisfaction, Customer Loyalty, TikTok Shop,  
Co-Authors Irfan Handoko Muhammad Deny Rusfian Effendi