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This study aims to examine the application of heart-centered communication based on Nonviolent Communication (NVC) Theory in interactions between employees and guests at the Masainn Hotel, Kuta, Bali. NVC, developed by Marshall Rosenberg, stresses empathetic engagement built on four core components: observation, feelings, needs, and requests. Using a descriptive qualitative approach, data were collected through in-depth interviews with guests and direct field observations of daily service interactions. The findings indicate that employees consistently apply empathy-driven communication by offering warm greetings, attentive service, and genuine emotional presence. These behaviors help create a family-like environment that makes guests feel comfortable and emotionally connected to the hotel. Notably, one guest reported returning to the hotel for three consecutive years, having been introduced by a friend who has been a loyal customer for nine years. This demonstrates that NVC-based communication contributes significantly to guest satisfaction, trust, and long-term loyalty. Furthermore, the study highlights the strategic role of emotional intelligence and compassionate communication in shaping service quality within the hospitality industry. By integrating NVC principles into daily service practices, hotels can foster stronger interpersonal relationships, enhance guest experiences, and build sustainable customer retention.

This study aims to analyze the strategies implemented by Hotel Abadi in Serang City to maintain its image and reputation amidst the increasingly competitive hotel industry and pressures caused by the COVID-19 pandemic. A descriptive qualitative approach was used with a SWOT analysis technique to identify the strengths, weaknesses, opportunities, and threats facing the hotel. The results show that Hotel Abadi still relies on the strength of social relationships and loyalty of existing customers as reputation capital, but has not been able to manage its image comprehensively in accordance with the principles of image management theory. The communication strategies used are still conventional, such as banners and direct promotions, and have not yet touched on the realm of digital branding and professional management of customer feedback. On the other hand, the threat from new, more modern hotels that are more adaptive to technological developments is an urgent external challenge that requires a strategic response. Hotel Abadi must also pay more attention to service quality, not only from the physical side but also the overall customer experience. Given the rapid development of technology, management needs to formulate a more targeted and effective digital communication strategy to reach a wider audience through social media and websites. Hotel Abadi is advised to undertake a strategic transformation that is not only promotion-oriented, but also includes strengthening brand identity, improving service quality based on customer needs, and structured reputation management with an image management approach.

This study aims to determine the effectiveness of PT. Marga Mandala Sakti's digital communication to improve public services for toll road users through the implementation of digital communication. PT. Marga Mandala Sakti's non-cash payment service, Tapcash, was used in this study using descriptive qualitative methods and case studies. Data collection techniques included interviews, observation, and documentation with four informants selected using purposive sampling. The theory used was digital communication. The results show that PT. Marga Mandala Sakti's digital communication is effective and well-supported by users of the Tangerang-Merak toll road. The innovation and launch of this digital-based application have received a positive response from toll road users. Although many remain unaware, PT. Marga Mandala Sakti continues to strive to introduce and enhance its customer service products. The benefits (value) of digitalization increase efficiency and convenience, but there are criticisms calling for a downloadable application to facilitate access. Furthermore, service limitations, technical issues such as server disruptions, and low public participation reduce its effectiveness.

This study aims to analyze the role of communication in Customer Relationship Management (CRM) systems in creating customer satisfaction at PT Bangkit Jaya Teknik Indonesia, a business-to-business (B2B) cold storage installation service company. The research background lies in the increasing number of customer complaints during 2022–2024, mainly due to delayed responses, suboptimal after-sales service, and the absence of a centralized communication record system. This study employed a qualitative approach with a case study design. Data were collected through observation, semi-structured interviews with internal parties (marketing project, project manager, project PIC) and customers, as well as company archival documentation. The findings reveal that responsive, open, and two-way communication plays a significant role in enhancing customers’ sense of being valued, trust, and loyalty, which ultimately fosters satisfaction. However, communication barriers such as delays in after-sales service, gaps between customer expectations and company procedures, and the lack of a communication database remain major challenges. To overcome these, the company has initiated strategies including the development of a customer communication database, improved after-sales monitoring, and the adjustment of communication standard operating procedures to align with customer needs. These results reinforce the relevance of Relationship Management theory and the IDIC model, both of which emphasize communication as the core of CRM. Theoretically, this study contributes to organizational communication studies, while practically, it provides recommendations for B2B service companies to prioritize communication in CRM strategies to strengthen customer satisfaction and loyalty.

People's Business Credit (KUR) is a financing program distributed by the government through banking institutions, including Bank Rakyat Indonesia (BRI), to support Micro, Small, and Medium Enterprises (MSMEs) and cooperatives. In its implementation, KUR credit is not free from various problems, one of which is non-performing loans. This study aims to determine the factors causing non-performing loans and efforts to resolve them in KUR loans at Bank BRI Karanganyar Branch, Tasikmadu Unit. The method used in this study is qualitative research, with data sources derived from primary, secondary, and tertiary legal materials. Data collection techniques were conducted through direct interviews with relevant parties. The results show that the main causes of non-performing loans are divided into two major factors. First, external factors, namely those originating from the customer. This problem is generally related to the customer's inability to pay installments due to business failure. Second, internal factors, such as the failure of creditworthiness analysis by bank officers, resulting in prospective debtors who are actually unworthy actually receiving loans. In resolving non-performing loans, BRI Bank's Karanganyar Branch, Tasikmadu Unit, applies five main methods: (1) changing the loan interest rate, (2) reducing fines or penalties, (3) reducing the outstanding principal, (4) extending the loan term, and (5) selling collateral. Additionally, there are also settlement methods that involve a combination of these five methods, depending on the debtor's circumstances and the agreement between the two parties.

Competition law is an important instrument in maintaining healthy and fair market dynamics, especially in the era of globalization marked by increasingly competitive economic growth. This article discusses how business competition takes place at the regional level, with particular attention to the obstacles faced by small entrepreneurs in facing the dominance of established companies. The competition that emerges is not only limited to price issues, but also involves difficulties in accessing capital, distribution networks, technology, and unfavorable regulations. Existing companies generally have strong structural strengths and networks, which create major barriers for new entrants. In addition, there are signs of unfair competitive practices that can threaten the survival of small businesses. However, advances in technology and digitalization are opening up new avenues for small entrepreneurs to enter the market and establish direct relationships with customers. This article aims to identify various forms of business competition at the local level, analyze the opportunities and challenges that exist, and develop strategies that encourage the creation of a healthy and inclusive competitive environment for the sustainability of local economic growth.

The existence of the Regional Public Company (PERUMDA) of Kupang City aims to distribute water to residents in the surrounding areas. This study aims to evaluate the performance of PERUMDA in providing clean water services in Alak District, Kupang City. This research employs a combination of juridical and empirical approaches. The study was conducted at the PERUMDA Kupang City office and in the Alak District area of Kupang City during January 2025. The population in this study includes all PERUMDA employees and drinking water customers in Alak District, Kupang City. The sample was obtained using purposive sampling techniques, consisting of the head of the customer relations division (1 person), PERUMDA employees (10 people), and community members who use PERUMDA services (50 people), resulting in a total sample of 61 respondents. Data were collected through document review and in-depth interviews guided by an interview protocol. Based on the interview results, it was found that clean water services provided by PERUMDA were still suboptimal. Although PERUMDA Kupang City already has Standard Operating Procedures (SOPs), the implementation in the field still faces various obstacles, such as unequal distribution of clean water, limited infrastructure, occasional poor water quality, ineffective complaint handling systems, and outstanding payment arrears. PERUMDA Kupang City needs to expand its clean water distribution network, improve water quality, strengthen the customer complaint system, and conduct education and outreach to the community regarding the importance of efficient water use and the obligations of the community as service users.

White collar crime is increasingly prevalent in various corporate sectors and causes significant financial losses and damage to public trust. This type of crime includes embezzlement of funds, manipulation of financial statements, bribery, insider trading in the capital market, and theft of customer personal data. Although it occurs a lot, the prevention of white collar crime is still not optimal and the perpetrators are rarely prosecuted properly. This paper aims to analyze the various determinants that influence the occurrence of white collar crime in order to formulate policy recommendations and prevention strategies in the future. A systematic approach is used by applying the fraud triangle theory which focuses on the three main elements that cause fraud, namely pressure, opportunity and rationalization. The results of the study show that pressure to meet high performance targets and large bonuses often encourage individuals to commit fraud. Meanwhile, weak supervision and lack of transparency create opportunities for fraud. Perpetrators also often justify their actions, for example by assuming that they will not be caught or the value of the loss is small. The complexity of modern corporate operations also increases opportunities for white-collar crime. Effective prevention efforts must be comprehensive by involving various parties and strengthening a number of aspects as controls. The role of internal and external supervisors (auditors) of companies needs to be continuously improved, supported by modem fraud detection technology tools. Whistleblowing mechanisms need to be strengthened in every company and kept confidential to encourage early reporting of fraud indications.

Indonesia is one of the developing countries, to carry out fair and equitable development throughout Indonesia, there is a need for sufficient energy as a driving motor for development itself. Electricity distribution in Pekanbaru, as in other regions of Indonesia, is handled by the State Electricity Company (PLN) as the largest electricity supply company in Indonesia. PT. PLN (Persero) Pekanbaru ULP Panam branch as one of SOEs that aims to provide services in the field of electricity to the community (Public Utility). Organizational structure that is a primary and absolute requirement for increasing employment, responsibility and achievement of established goals. The purpose of this study is to describe and analyze PT.PLN services in handling customer complaints and identify and analyze the inhibitory factors of PT.PLN services in handling customer complaints. This study used Zeithaml's theory of five indicators: Tangible, Reliability, Responsiveness, Assurance, Emphathy. The methods used in this study are qualitative research methods that are descriptive. With data collection techniques, observation interviews and documentation. The service provided by PLN ULP Panam is still insufficient because of the many customer complaints that resulted in the service process being hampered. The service provided by the officers is not sufficient in responding to customer complaints and the SOP or Service Standards for officers in handling customer complaints do not exist. PLN ULP Panam must take this problem seriously because if there is no SOP or Service Standard, it is detrimental to the service process provided to customers.

. Currently, the times are increasingly advanced, starting from technology, transportation, payments, placement of funds in securities is one of them. Placement of funds in securities is a bank that only acts as a liaison between customers who need funds and customers who have funds. Placement of these funds is only in securities that are not listed on the stock exchange, such as BI certificates. The purpose of this study is to examine the determination of a fund to become securities and also how is the legal relationship between depositors of funds and banks and what are the legal consequences of placing funds in securities as security for wealth. The conclusion of this study is that the role of securities in a bank is inseparable from the role of banks which have a strategic function in implementing national development. The development of the times is also a supporting factor for using securities for payment, deposit of funds, investments, and others. This strategic role is mainly due to the main function of the bank as a vehicle that can collect and distribute public funds effectively and efficiently and anticipate economic and banking developments. To anticipate economic and banking developments as mentioned above, it is necessary to have laws and regulations regarding securities in general that are more adequate as an umbrella that underlies these developments.    

The development of digital technology has had a significant impact on the use of demand deposits in the trading business. This discussion aims to analyze the effect of the application of digital technology on the use of demand deposits in the retail industry. Several retail companies are still facing challenges related to technological infrastructure and the availability of reliable internet access. In order to optimize the use of demand deposits in the trading business with the adoption of digital technology, retail companies need to involve employees in training and developing technology skills. Attention to data protection and customer privacy is also required and the development of strategies to promote consumer acceptance of digital payment methods.