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All Journal Daengku: Journal of Humanities and Social Sciences Innovation Journal of Business, Social and Technology
Daimah Daimah
Politeknik Siber Cerdika Internasional, Indonesia
Humanities Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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From Policy to Practice: How Decentralization Reshapes Village Political Institutions in Indonesia Abdullah Abdullah; Andi Lala; Sutarjo Sutarjo; Siti Khumayah; Daimah Daimah
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 6 No. 2 (2026)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.daengku4935

Abstract

Indonesia's decentralization reforms—anchored in Law No. 22/1999, Law No. 32/2004, and the landmark Village Law No. 6/2014—represent one of the most ambitious local-governance transformations in Southeast Asia. Yet a persistent gap exists between the aspirations inscribed in these policies and their lived realities in village political institutions. This qualitative study examines how decentralization policies reshape village political institutions across three dimensions: structural transformation of village governance bodies, redistribution of authority between central and local government, and participatory practices within village deliberation forums. Drawing on in-depth interviews, focus-group discussions, and documentary analysis across twelve purposively selected villages in Java and Sulawesi, the study reveals that while formal institutional structures have been significantly redesigned, substantive autonomy remains constrained by regulatory centralism, fiscal dependency, and weak local capacity. Village Representative Councils (BPD) function more as rubber-stamp bodies than genuine deliberative organs. Village funds (Dana Desa) have expanded development budgets but simultaneously introduced new accountability burdens that reproduce central oversight. The findings advance a "constrained institutionalism" framework that explains how macro-level policy innovations are filtered, diluted, and locally negotiated before taking institutional form.
Customer Relationship Management in Digital Marketing and Its Impact on Customer Satisfaction, Loyalty, and Profitability Daimah Daimah
Journal of Business, Social and Technology Vol. 6 No. 2 (2025): Journal of Business, Social and Technology
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jbt.v6i2.565

Abstract

Background: In the digital marketing era, Customer Relationship Management (CRM) is widely adopted to improve customer satisfaction, loyalty, and profitability. However, CRM implementation often emphasizes technology while neglecting service quality and relational processes, resulting in transactional relationships rather than long-term customer engagement. Therefore, examining the combined role of CRM and service quality in influencing customer outcomes remains important. Objective: This study analyzes the relationship between CRM implementation, service quality, customer satisfaction, customer loyalty, and profitability at PT. Syntax Corporation Indonesia through its parent company, Riviera Publishing. Methods: This research employed a seven-step scientific methodological approach. Data were collected through structured interviews and surveys involving marketing team representatives implementing a digital-based CRM system. The study examined four main variables: CRM practices (human resources, processes, and technology), service quality, customer satisfaction, and customer loyalty, as well as their impact on company profitability. Results: The findings indicate that CRM implementation does not have a significant effect on customer satisfaction, as reflected by the dominance of one-time transactions and limited utilization of customer databases for long-term relationship building. In contrast, service quality has a significant positive effect on customer loyalty, while CRM practices positively influence company profitability through improved marketing efficiency. Conclusion: CRM implementation alone does not significantly enhance customer satisfaction but contributes positively to profitability, whereas service quality plays a crucial role in strengthening customer loyalty. These results emphasize the importance of integrating CRM systems with effective service quality management to achieve optimal customer relationship outcomes in digital marketing contexts.
Co-Authors Abdullah Abdullah Andi Lala Siti Khumayah Sutarjo Sutarjo