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All Journal Jurnal Online Mahasiswa (JOM) Bidang Ilmu Sosial dan Ilmu Politik FROPIL (Forum Profesional Teknik Sipil) Demandia : Jurnal Desain Komunikasi Visual, Manajemen Desain, dan Periklanan Jurnal Crystal : Publikasi Penelitian Kimia dan Terapannya Jurnal UNITEK YURISDIKSI : Jurnal Wacana Hukum dan Sains Journal of Artificial Intelligence and Engineering Applications (JAIEA) Perbanas Journal of Islamic Economics and Business Journal of Scientech Research and Development Jurnal Manajerial Bisnis Jurnal Hasil Pengabdian Masyarakat (JURIBMAS) INDONESIAN JOURNAL OF URBAN AND ENVIRONMENTAL TECHNOLOGY Safari : Jurnal Pengabdian Masyarakat Indonesia Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Art & Design JURNAL ILMIAH KESEHATAN MASYARAKAT DAN SOSIAL Jurnal Informasi Pengabdian Masyarakat Prohealth Journal Jesocin : Journal of Jabar Economic Society Networking Forum Jurnal Pengabdian Masyarakat Jesocin : Journal of Economics, Accounting, Business, Management, Engineering and Society JKAP (Jurnal Kebijakan dan Administrasi Publik) Jurnal Imiah Pengabdian Pada Masyarakat (JIPM) J-Sil (Jurnal Teknik Sipil dan Lingkungan) POTENSI: Jurnal Pengabdian Masyarakat Ekonomi dan Bisnis
Arief Budiman
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SERVICE QUALITY LEARNING AND CUSTOMER RETENTION IN MSMEs: A DYNAMIC CAPABILITY APPROACH Nazhira Nindya Padma Hanuun; Arief Budiman
Journal of Jabar Economic Society Networking Forum Vol. 2 No. 3 (2025): Jesocin - March
Publisher : Organisasi Kreatif Indonesia Emas

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Abstract

This conceptual paper develops an integrative framework for service quality learning and customer retention in micro, small, and medium enterprises (MSMEs). It synthesizes established literature on the resource-based view, dynamic capabilities, organizational learning, absorptive capacity, social capital, resilience, and entrepreneurial ecosystems. The analysis explains how customer feedback, service recovery, process learning, trust formation, and continuous adaptation can be organized into proportionate managerial routines. No primary survey, interview, experimental, or statistical data are claimed. The framework proposes diagnosis, capability mapping, bounded experimentation, evidence review, governance, resource reconfiguration, and learning retention as a cumulative cycle.
SERVICE QUALITY LEARNING AND CUSTOMER RETENTION IN MSMEs: A DYNAMIC CAPABILITY APPROACH Nazhira Nindya Padma Hanuun; Arief Budiman
Journal of Jabar Economic Society Networking Forum Vol. 2 No. 3 (2025): Jesocin - March
Publisher : Organisasi Kreatif Indonesia Emas

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This conceptual paper develops an integrative framework for service quality learning and customer retention in micro, small, and medium enterprises (MSMEs). It synthesizes established literature on the resource-based view, dynamic capabilities, organizational learning, absorptive capacity, social capital, resilience, and entrepreneurial ecosystems. The analysis explains how customer feedback, service recovery, process learning, trust formation, and continuous adaptation can be organized into proportionate managerial routines. No primary survey, interview, experimental, or statistical data are claimed. The framework proposes diagnosis, capability mapping, bounded experimentation, evidence review, governance, resource reconfiguration, and learning retention as a cumulative cycle.
Co-Authors Adharamadinka, Muhammad Aprilia Maharani Ari Usman Bambang Adhi Priyambodho Benly Ridwan Boby Surya Putra Dedy Irwan Devi Clarisa Amanda Divi Handoko Dodi Siregar Dwi Esti Intari Edy Rahman Syahputra Eka, Muhammad Enden Mina, Enden Erizal Fathonah, Woelandari Fatir Bayu Pratama Fitra Arlina Nasution Fitri Annisah lubis, Yessi Golkar Pangarso Rahardjo Winarsadi Hafib Adifaizal Hafizh, Maulana Hasna Naila Martya Putri Ike Junita Triwardhani Ilham Faisal Imellia Harmoni Syahputri Indah Ariyati IRWAN, DEDY Jihan Aqilah Juarni Siregar jurnalpps pps Karmila Laras Prasakti Lestari, Yuyun Dwi Liza Fitriana Martinus Rukismono Misella Anandita Savira Mohamad Yusup Nurjaman Mohammad Firdaus Azman Mufida Khairani Muhammad Muzakky Abd Harits Muis Murtadho Nadira Amelia Oktiana Nazhira Nindya Padma Hanuun Nur Wulan Paduloh Paduloh Rabiatul Adawiah Rama Indera Kusuma Ramadhani Yanidar Restu Wigati, Restu Richa Cahya Setyowati Rindu Twidi Bethary, Rindu Twidi Rini Efrianti Rohmat Mahfuddin Rumi Tri Hastani said hanief Samsu Hadi Sarudin Shabrina Safitri Sophie Aisya Cahyadin Sri Dwi Astuti Al Noor Stefvany Syarif Hidayatulloh Talitha Desya Salsabila Tanudjaja Tiara Radinska Deanda Tito Sri Handoko Umar Jawad Mushoddiq Yessi Fitri Annisa Lubis Yessi Fitri Annisah Lubis Yosa Fiandra Yulia Setyarini Yunita Sari Yuyun Dwi Lestari Zulfa Harirah MS