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The development of the digital economy has driven increased customer interaction through online chat services, making customer satisfaction a key factor in business success. Response speed and chat service quality are two important aspects in shaping the customer experience, but previous research has tended to examine them separately. This study aims to analyze the influence of online chat services and response speed on customer satisfaction partially and simultaneously. The method used is a qualitative approach with a literature review of 12 scientific articles from 2020–2025 obtained from academic databases such as Google Scholar and SINTA. The analysis technique used is descriptive-critical through the identification, comparison, and synthesis of previous research findings. The results show that online chat services have a positive effect on customer satisfaction, primarily through interaction quality such as information accuracy, ease of use, and problem-solving ability. Response speed has also proven to be an important determinant, where a fast response significantly increases customer satisfaction. However, speed without quality has the potential to decrease satisfaction. The discussion shows that the two variables have a complementary and inseparable relationship. Online chat services function as a medium for interaction, while response speed is a quality attribute that determines the effectiveness of the service. Therefore, the integration of both in one model is the main contribution of this research in filling the literature gap, especially in the context of e-commerce in Indonesia.

Mergers and acquisitions have served as a primary strategy for global banking consolidation over the past three decades, including in Indonesia, which is currently undergoing one of its most massive consolidation waves—one notable example being the emergence of Bank Syariah Indonesia. This article aims to provide a narrative review of the literature on the operational impacts of mergers on bank performance, with a particular focus on implications for the Indonesian context. Based on a systematic search of the Scopus database, 52 peer-reviewed articles published between 2000 and 2025 were analyzed using a narrative thematic synthesis approach. Five main themes were identified: cost efficiency, service quality, risk management, human resource and cultural integration, and information systems and technology integration. The key findings indicate that although 73.1% of studies report post-merger improvements in cost efficiency, these benefits are highly contingent upon the quality of post-merger integration especially in the areas of human resources, organizational culture, and information technology with IT integration failure rates reaching as high as 75%. Domestic mergers consistently achieve efficiency gains more rapidly than cross-border mergers, whereas risk implications depend heavily on the type of merger and the quality of integration. Policy implications include the need for the Financial Services Authority (Otoritas Jasa Keuangan) to monitor post-merger integration quality, provide integration guidelines for smaller banks, take into account the specific characteristics of Islamic banks, and ensure a streamlined, non-burdensome licensing process. Further research particularly empirical studies on banking mergers in Indonesia—is urgently needed to test the generalizability of global findings to the local context.

Conflict is an inevitable phenomenon in organizations and educational institutions, and if not managed properly can have a negative impact on performance, effectiveness, and interpersonal relationships. However, conflict also has the potential to be a catalyst for improvement if managed appropriately. Therefore, it is important to systematically examine the stages of conflict, their impacts, and relevant management strategies. This study aims to answer the following questions: (1) How are the stages of conflict identified in various organizational and educational contexts? (2) What are the impacts of conflict on organizations? and (3) What management strategies are most effectively implemented? The method used was a literature review by searching articles through national and international databases using the keywords stages of conflict, conflict management, and education. Of the 73 initial articles, 18 primary articles were selected for thematic analysis. The analysis revealed three main findings: (1) conflict generally develops through stages of latency, escalation, and overt manifestation; (2) conflict negatively impacts performance if left unchecked, but can be constructive if managed; and (3) effective conflict management strategies are contextual, combining structural, interpersonal, and cultural-religious value approaches. In conclusion, this literature highlights the need for adaptive conflict management to maintain organizational stability. Further research is suggested to explore integrative models of conflict management based on local values and educational practices.

This study aims to analyze the causes of data duplication in companies, its impact on operational efficiency, and the solutions that can be implemented to prevent and address it. Using a qualitative method with a library research approach, this study examines various literature related to data management. The findings indicate that data duplication is caused by a lack of standardization, input errors, and weak integration systems. The recommended solutions include the implementation of database management technology, regular data audits, and strict data governance policies. With the right strategies, companies can enhance efficiency and ensure data accuracy in business decision-making.