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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.

Work-life balance is a condition where an individual is able to maintain a balance between the world of work and personal life in a sustainable manner. This balance is something that is expected by every employee, including non-managerial employees of the HCGA division of PT XYZ. The main objective of this study is to determine the achievement of employee work-life balance as reviewed from three aspects, namely time balance, involvement balance, and satisfaction balance. In addition, this study also identifies factors that support and inhibit the achievement of work-life balance in employees. This study uses a qualitative descriptive approach, namely by describing and analyzing the problems that arise. Qualitative research is based on primary data and secondary data. Primary data in this study were obtained by conducting observations, interviews, and documentation, while secondary data were obtained through books, previous research, and articles related to the research. The results of the study indicate that not all employees are able to achieve optimal work-life balance. Some employees, especially those from the recruitment and general affairs departments, feel that they have a good work-life balance thanks to work flexibility and the ability to manage time. However, employees from the people development and administration departments of HCGA actually experience difficulties due to excessive workload, additional tasks outside of their job descriptions, and lack of team management from superiors. The support of coworkers who help each other and create a supportive work environment is one of the main supporting factors in achieving work-life balance. On the other hand, work pressure outside of working hours and ineffective communication are obstacles that are often faced. This study only uses one variable so that it cannot fully describe the relationship with other aspects such as work stress or job satisfaction. Therefore, further research is recommended to explore more variables in order to provide a more comprehensive understanding of work-life balance in the work environment.