The Relationship between Service Quality, Customer Satisfaction, and Loyalty: A Literature Review

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For businesses to succeed, organizations need to focus on meeting the needs and expectations of their customers, leading to the purchase of their products or services. A key consideration for businesses, especially in service industries, is service quality. This is a crucial factor that significantly influences consumer behavior. Such an approach appears to be becoming increasingly necessary now and, in the future, driven by modern technologies and artificial intelligence that consumers use daily. Such technology increases the distance between producers and consumers in their interactions. Therefore, focusing marketing efforts to create consumer awareness or touchpoints for services becomes more crucial, as it helps bridge the growing gap in interactions caused by modern technologies and artificial intelligence. This study, based on relevant literature and research on service quality, found that it directly impacts customer satisfaction and loyalty. Furthermore, customer satisfaction directly affects customer loyalty. This study provides a conceptual framework linking three key factors: service quality, customer satisfaction, and customer loyalty. Management and marketing professionals can utilize this framework to plan strategies and activities that foster customer loyalty through high-quality service that leads to customer satisfaction. Other academics can also build upon this framework in future research.

Analysis of the Cultural Values of Robo-Robo as Local Wisdom toward Students’ Social Interaction in Public Elementary Schools in Jongkat District

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This study examines the implementation of the Robo-Robo cultural tradition as local wisdom and its influence on students’ social interaction in public elementary schools in Jongkat District, Mempawah Regency. The study uses a qualitative descriptive approach. Data were collected through observation, semi-structured interviews, and documentation involving principals, teachers, students, community leaders, and religious leaders. The research was conducted in three schools selected purposively, namely SDN 09 Wajok Hulu, SDN 08 Wajok Hilir, and SDN 03 Jongkat. Data analysis used an interactive model consisting of data reduction, data display, and conclusion drawing, with validity tested through source and technique triangulation. The results show that the implementation of Robo-Robo varies across schools. SDN 09 integrates the tradition through Jepin dance performances, SDN 03 applies it through collective viewing of Robo-Robo history, and SDN 08 uses storytelling methods by teachers. Students’ social interaction also varies. SDN 09 shows active and collaborative interaction, SDN 03 shows moderate interaction, and SDN 08 still shows partial individualistic tendencies. The study finds that Robo-Robo cultural values such as cooperation, togetherness, respect, and communication contribute to shaping students’ social interaction. However, the impact depends on how the school integrates both understanding and direct practice. Schools that combine experiential and cognitive approaches show stronger social outcomes. The study concludes that Robo-Robo functions as an effective medium for social education when implemented consistently in school activities. The findings contribute to the development of culture-based education in strengthening students’ social character.

Financial Literacy and the Profitability of Entrepreneurial Projects

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Financial matters are becoming increasingly complex, placing financial education at the forefront of governments’ concerns. It is now widely accepted that people with a sound financial education make informed choices regarding financial management. In an entrepreneurial context characterised by a relentless pursuit of performance, this article aims to assess the impact of financial education on the profitability of entrepreneurial projects. To carry out this work, we adopted a quantitative methodological approach; the non-probabilistic sampling method based on reasoned selection enabled us to set the sample at 128 project managers. We conducted a survey and collected data which were analysed using frequency statistics and multiple regression tests. Prior to this, we applied PCA to extract the items relevant for constructing the factor axes, and Cronbach’s alpha was used to ensure the internal consistency of these items. The results confirm that entrepreneurs’ cognitive abilities and financial literacy significantly improve the economic and financial profitability of entrepreneurial projects. This finding suggests the need to develop training programs dedicated to the financial education of young entrepreneurs and to facilitate access to financial services and technologies.

Career Influencers and Professional Adaptation: Analyzing TikTok Content Exposure and Imitative Practices Among Young Workers in Jakarta

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This research is motivated by the shift in career information authority to digital platforms, which puts young workers in Jakarta under high professional pressure. This study aims to analyze the influence of exposure to @vmuliana’s career education content on TikTok on young workers’ imitation behavior. Using Albert Bandura’s Social Learning Theory, exposure to content is positioned as a stimulant that triggers cognitive processes leading to concrete actions. The research method used was a quantitative, explanatory, positivistic paradigm. Data were collected through questionnaires from 130 respondents selected using a non-probability sampling technique. Data analysis was performed using simple linear regression. The results showed that content exposure had a significant effect of 28.5% on imitation behavior. This finding confirms that the stages of attention, retention, reproduction, and motivation operate effectively in the digital ecosystem. The creator’s authority and credibility as an HR practitioner are key factors that encourage young workers to pursue practical, applicable imitation as a career adaptation strategy. This study concludes that social media has become a dominant informal learning space in shaping the professional behavior standards of young workers in the capital. ​

The Role of Chinese Ethnic Associations in Maintaining Social Harmony in the Cap Go Meh Tradition in Singkawang

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This research examines the role of Chinese ethnic associations in maintaining social harmony within the Cap Go Meh tradition in Singkawang City, offering a novel perspective on community based multicultural integration. Employing a qualitative ethnographic design, the research investigates key concepts of social harmony, interethnic relations, and collaborative cultural practices among Chinese, Malay, and Dayak communities. Data were collected through systematic document analysis of primary and secondary sources, including organizational records, policy documents, and festival reports spanning 2016–2026. The findings indicate that ethnic associations function as pivotal social mediators by institutionalizing cooperation, fostering intercultural dialogue, and reinforcing collective participation. These results underscore the strategic role of community-based cultural institutions in sustaining social cohesion and provide practical insights for managing diversity in plural societies.

Google Sites Integration to Improve Students’ Critical Thinking Skills in Social Studies Learning at Pontianak City Junior High School

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This study aims to examine the integration of Google Sites as a web-based learning medium in improving students’ critical thinking skills in Social Sciences (IPS) subjects at Pontianak City Junior High School. The low critical thinking ability of Indonesian students as reflected in the results of PISA 2022 encourages the urgent need for learning innovations that are able to encourage high-level thinking processes. The research approach used is mixed methods with a sequential explanatory design, involving grade VII students of Pontianak City Junior High School, namely at SMP Negeri 1 Pontianak City, SMP Negeri 10 Pontianak City and SMP Negeri 28 Pontianak City. Data collection was carried out through critical thinking ability tests (pretest and posttest), learning implementation observation sheets, student response questionnaires, and in-depth interviews. The Google Sites integration is designed based on the TPACK framework and the Inquiry Learning model with five main syntax: problem orientation, information exploration, analysis and discussion, synthesis and presentation, and reflection. Critical thinking skills are measured using the six components of Facione’s theory: interpretation, analysis, evaluation, inference, explanation, and self-regulation. The results showed a significant improvement in students’ critical thinking skills after the implementation of Google Sites-based learning, accompanied by positive responses from students to interactive, contextual, and real social problem-oriented learning experiences. This research makes a practical contribution to the development of innovative social studies learning that is in line with the demands of the Independent Curriculum and the 21st century Graduate Profile.

Analysis of the Implementation of Drug Counseling as an Effort to Prevent Drug Abuse at Ketapang State High School

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This study aims to analyze the implementation of drug counseling as an effort to prevent drug abuse in Ketapang State High School. The focus of this research includes the implementation of counseling activities, its effectiveness in improving student understanding, and its influence on drug prevention behavior. This study uses a qualitative approach with a descriptive method. The research subjects consisted of students, teachers, and related parties at SMA Negeri 1, SMA Negeri 2, and SMA Negeri 3 Ketapang. Data collection techniques are carried out through observation and interviews, while data analysis uses an interactive model that includes data reduction, data presentation, and conclusion drawn. The results of the study show that drug counseling has been carried out through socialization activities, seminars, and cooperation with external institutions such as the National Narcotics Agency and the police. The counseling is able to increase students’ knowledge and awareness about the dangers of drugs. However, its effectiveness in shaping preventive behavior is still not optimal. In the indicators of preventive behavior, students have shown the ability to avoid risky environments and have begun to be able to resist the invitation to drugs, although they are not yet fully strong. Meanwhile, when it comes to reporting drug abuse, students still show doubts and a lack of courage. This is due to the conventional extension methods and the lack of a participatory and sustainable approach. Thus, it can be concluded that the implementation of drug counseling at Ketapang State High School has gone well in terms of knowledge, but it needs to be strengthened in the aspect of forming preventive behavior through more innovative, interactive, and life skills-based methods.

Some Solutions to Enhance the Role of Thai Nguyen University Students in Identifying and Criticizing Deviant and “Non-Standard” Behaviors in the Current Cyberspace

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Students of Thai Nguyen University study and live primarily in the urban area of ​​Thai Nguyen province, Vietnam. They are a young and vibrant force in society, considered the “future of the country.” Characterized by their youthful psychology – easy to embrace new things, a desire for freedom, and a yearning for self-affirmation  – their understanding of socio-political issues is sometimes limited and flawed. Based on an analysis of some theoretical issues and manifestations of deviant and “non standard” behaviors in the current cyberspace, this article proposes several solutions to enhance the role of Thai Nguyen University students in identifying these deviant and “non standard” behaviors in the cyberspace.

Gastronomy of Traditional Chinese, Dayak, and Malay (Tidayu) Cuisine: Enhancing Culinary Experience and Profitability of Star-Rated Hotels in Pontianak City

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This study examines how the gastronomic values embedded in traditional Chinese, Dayak, and Malay (Tidayu) cuisine can be leveraged to enhance culinary experiences and improve hotel profitability in Pontianak City. Adopting a qualitative exploratory design, the study draws on in-depth interviews, observations, and document analysis involving hotel managers, chefs, and guests in star-rated hotels. The findings suggest that gastronomic practices are not merely functional but constitute symbolic systems that encode cultural values such as harmony, social cohesion, spirituality, and ecological consciousness. When strategically curated within hotel services, these values reconfigure culinary offerings into immersive, meaning-laden experiences that extend beyond consumption. This process enhances customer perceived value by integrating functional, emotional, and symbolic dimensions. The study argues that the commodification of culturally grounded gastronomy can serve as a strategic mechanism for differentiation and sustained competitive advantage. It contributes to the literature by bridging cultural theory and hospitality management, demonstrating how local food heritage can be operationalized as a value-creation strategy that aligns experiential consumption with long-term profitability and cultural sustainability.

Determinants of Regulatory Implementation Effectiveness in Village Governance: The Role of Subdistrict Heads, Regulatory Socialization, and Village Head Responsiveness

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This study aims to analyze the effect of subdistrict head roles, regulatory socialization, and village head responsiveness on the effectiveness of regulatory implementation in Bondowoso Regency. The research employed a quantitative approach with an explanatory research design. The population consisted of all village heads in seven subdistricts of Bondowoso Regency, totaling 58 respondents. A saturated sampling technique was applied, resulting in the entire population being used as the sample. Data were analyzed using multiple linear regression with SPSS. The findings indicate that subdistrict head roles, regulatory socialization, and village head responsiveness each have a positive and significant effect on regulatory implementation effectiveness. Regulatory socialization was identified as the most dominant factor affecting implementation effectiveness. Practically, this study suggests that local governments should prioritize strengthening regulatory dissemination mechanisms, optimizing supervisory functions of subdistrict heads, and enhancing village heads’ responsiveness in policy implementation. Theoretically, this study reinforces Policy Implementation Theory by confirming the importance of bureaucratic coordination, policy communication, and implementor disposition in determining regulatory effectiveness. The novelty of this study lies in simultaneously examining these three key determinants within an integrated model in the context of village governance.