Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service quality influenced customer loyalty; (2) how customers' satisfaction influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank organization in Indonesia. Data were analyzed employing path analysis and One-Way Analysis of Variance. Results indicate that service quality did not have significant effects on customer loyalty, but it provided significant effects on customer satisfaction followed by influencing customer loyalty. Service quality had indirect effects on customer loyalty through customer satisfaction. Further studies are expected to examine the model of relationships with other variables.

The purpose of this research to describe the management of character education strengthening at elementary school. This research used qualitative approach with a case study design. It was conducted at Elementary School Bunulrejo 2 Malang. Data were collected employing observation, interviews, and documentation. This was carried out through three steps: data condensation, presentation, and conclusions. This research shows: (1) the character education strengthening was planned imvolving six stages namely observation, coordination meeting, arranging work program, program implementation, supervision, and evaluation, (2) the principal was assisted by school development team and coordinator, 3) the programs were implemented through four steps: program integration, culture development, exemplary, and cooperation with parents, (4) direct program supervisions, (5) program evaluation including planning, supervising, data processing, and refinement meeting.Abstrak : Tujuan penelitian ini yaitu mendeskripsikan manajemen program penguatan pendidikan karakter di Sekolah Dasar. Jenis penelitian yang digunakan adalah penelitian studi kasus dengan menggunakan pendekatan kualitatif. Penelitian ini dilaksanakan di SD Negeri Bunulrejo 2 Malang. Teknik pengumpulan data yang digunakan berupa observasi, wawancara, dan dokumentasi. Tahapan analisis data menggunakan tiga langkah yaitu: kondensasi data, menyajikan data, dan menarik kesimpulan. Simpulan penelitian ini menunjukkan: (1) perencanaan program penguatan pendidikan karakter memiliki beberapa tahapan, yaitu observasi, rapat koordinasi, menyusun program kerja, pelaksanaan program, pengawasan, serta evaluasi, (2) kepala sekolah dibantu oleh tim pengembang sekolah dan koordinator sekolah, (3) pelaksanaan program melalui empat tahap kegiatan, yaitu pengintegrasian, pembudayaan, keteladanan, dan kerjasama dengan orang tua, (4) proses pengawasan program bersifat langsung, (5) evaluasi program melalui empat tahapan yaitu menyusun rencana evaluasi, mengawasi, mengolah data, dan rapat perbaikan.Kata Kunci : manajemen, penguatan, pendidikan karakter, sekolah dasar : 302-312 Hal

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The development of information and communication technology (ICT) has led to opportunities and challenges in the educational ideas and practices. This study examines the impact of technological pedagogical content knowledge on the use of ICT in pedagogy. This study applied a quantitative method using Structural Equation Model (SEM). The population of the study was teacher in Junior high School in Mojokerto of East Java Indonesia while the sample was about 302 participants gathered by using proportionate stratified random sampling. The findings showed that first, technological pedagogical content knowledge directly did not affect teachers’ self-efficacy. Second, technological pedagogical content knowledge influences the use of ICT in pedagogy. Third, organizational innovative climate directly influences the teachers’ self-efficacy. Indeed, organizational innovative climate affects the use of ICT in pedagogy. Fifth, teachers’ self-efficacy influences the use of ICT in pedagogy. Sixth, technological pedagogical content knowledge mediated by teachers’ self-efficacy does not directly affect the use of ICT in pedagogy. Lastly, organizational innovative climate-mediated by teachers’ self-efficacy affects the use of ICT in pedagogy. This research could be the first step for a similar study in the future.

This research aims at describing parents participation in improving the quality of education of elementary schools viewed from the school substance and management. This is a qualitative research using phenomenology approach. The research design employed is comparative multicase involving four elementary schools in Malang city, East java, Indonesia. The choice on the researched schools are based on the recommendation from education office with regard to the school quality. The data collection is done by using in-depth interviews, observation, and document related to the parents participation in improving the quality of elementary school education. The analysis is conducted using flow model involving the stage of individual case analysis using flow model, which is then continued to cross cases data analysis which is done simultaneously. The result of data analysis found that parents participation in improving the quality of education of elementary schools is manifested in the aspects of learning, students affair, facilities and infrastructure, public relations, educational finance, and school personnel.