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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Putu Indah Rahmawati
Universitas Pendidikan Ganesha, Singaraja, Indonesia.
Economics, Econometrics & Finance

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Baktiseraga Village Governance as a Best Practice of Good Governance in Buleleng Regency Kadek Dwinda Yudha Pratama; Putu Indah Rahmawati; Komang Krisna Heryanda
Dinasti International Journal of Economics, Finance & Accounting Vol. 7 No. 2 (2026): Dinasti International Journal of Economics, Finance & Accounting (May-June 2026
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v7i2.6716

Abstract

This study aims to comprehensively explore the implementation of good governance principles and identify the enablers and barriers of governance capacity in Baktiseraga Village, Buleleng Regency. Amidst the widespread phenomenon of village fund misallocation at the local level, Baktiseraga Village emerges as a high-performing entity that warrants deep investigation. By integrating Stakeholder Theory to analyze the Pentahelix actors and the Governance Capacity Framework (GCF) for systemic dimensions, this qualitative study employs an in-depth case study design. Data were gathered through semi-structured interviews with 15 key informants, non-participant observations, and documentation studies, which were then analyzed using an interactive model consisting of data reduction, data display, and conclusion drawing. The GCF scoring results demonstrate that Baktiseraga Village has successfully achieved a highly optimal transformative capacity level (score ++) in granular information transparency, inclusive accountability, and organic public participation with zero transaction costs by revitalizing the cultural value of ngayah. However, administrative gaps in formal authority and the institutionalization of innovation that remains person-centric pose potential barriers. This study concludes that the governance model of Baktiseraga Village represents a valid best practice in local public administration, offering a strategic recommendation to codify these innovations into Village Regulations.
The Influence of Word of Mouth, Complaint Handling, and Service Quality on Customer Loyalty at Salon Surya in Singaraja Dewi Aryanti; Putu Indah Rahmawati; Made Ary Meitriana
Dinasti International Journal of Economics, Finance & Accounting Vol. 7 No. 2 (2026): Dinasti International Journal of Economics, Finance & Accounting (May-June 2026
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v7i2.6737

Abstract

Abstract: This study aims to empirically examine the effect of word of mouth, complaint handling, and service quality on customer loyalty at Salon Surya in Singaraja. This research employs a quantitative method with a cross-sectional survey technique. The population consists of customers of Salon Surya in Singaraja, with a sample of 160 respondents selected using purposive sampling. Data were collected through questionnaires using a Likert scale and analyzed using multiple linear regression. The findings indicate that word of mouth, complaint handling, and service quality have a significant effect on customer loyalty, both partially and simultaneously, with service quality emerging as the most dominant variable in enhancing customer loyalty, while word of mouth and complaint handling also contribute positively. Theoretically, this study demonstrates that these three variables play important roles in enhancing customer loyalty in the beauty service industry and enriches the existing literature by emphasizing the dominance of service quality, supported by effective complaint handling and positive word of mouth. Practically, the findings provide valuable implications for the beauty service industry, particularly for Salon Surya in Singaraja, suggesting that improving service quality should be the primary strategy to enhance customer loyalty, accompanied by effective complaint handling and the encouragement of positive word of mouth to strengthen customer relationships and improve business performance. However, this study is limited to a single research location and focuses only on three independent variables, namely word of mouth, complaint handling, and service quality.
Co-Authors Dewi Aryanti Kadek Dwinda Yudha Pratama Komang Krisna Heryanda Made Ary Meitriana