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This study aims to analyze the implementation of Total Quality Management (TQM) in improving service quality at KPUD Tani Wilis, particularly in the supply and distribution of livestock feed. The research employs a descriptive qualitative approach with data collected through in-depth interviews and direct observations involving cooperative management, employees, and customers. Data were analyzed using an interactive model consisting of data reduction, data display, and conclusion drawing. The findings indicate that TQM implementation has been relatively effective, reflected through three key components: customer value strategy, organizational systems, and continuous quality improvement. Services are perceived as responsive, polite, and informative, supported by adequate delivery facilities. The main challenge lies in occasional delays in feed delivery caused by weather conditions, which affect customer perceptions of reliability. Overall, TQM contributes positively to service quality, customer satisfaction, and operational effectiveness, although further improvements in risk management and service consistency are needed to achieve optimal quality.

This study aims to analyze the effect of price, promotion, and location on customer satisfaction at The Daily Wash Laundry Kediri. This research employs a quantitative associative approach to examine the causal relationship among variables. The sample consists of 170 respondents selected through purposive sampling. Data were collected using a five-point Likert scale questionnaire and analyzed through validity and reliability testing, classical assumption tests, and multiple linear regression analysis using SPSS version 26. The results show that price, promotion, and location each have a positive and significant effect on customer satisfaction. Simultaneously, the three variables significantly influence customer satisfaction with a determination coefficient value of 0.908, indicating that 90.8% of customer satisfaction variation can be explained by these variables. These findings indicate that a combination of appropriate pricing, effective promotion, and strategic location significantly enhances customer satisfaction in the modern laundry service industry.

This study aims to analyze the influence of price, service quality, and product quality on consumer satisfaction at Herbal Medicine MSMEs in Pare, Kediri. The research uses a quantitative associative approach to explain the causal relationship between variables. Data were collected through a questionnaire distributed to 133 respondents selected using accidental sampling. The instrument was tested for validity and reliability, followed by classical assumption tests to ensure data normality, linearity, and consistency. Data analysis employed multiple linear regression using SPSS version 25, with t-test and F-test used to examine partial and simultaneous effects, and the coefficient of determination (R²) to measure model strength. The results indicate that price, service quality, and product quality significantly influence consumer satisfaction, both partially and simultaneously. Service quality and product quality have a positive and dominant impact, while price shows a negative relationship, indicating that consumers remain sensitive to pricing changes. The model explains 76.4% of the variation in consumer satisfaction, confirming that maintaining service excellence and consistent product quality are key to improving satisfaction and loyalty among herbal medicine consumers.

This study aims to analyze the influence of work motivation and work ability on employee job satisfaction at the Department of Marine and Fisheries of Bima Regency. The research employed a quantitative approach with an associative type of study. The population consisted of 67 employees, and a sample of 38 civil servants was selected using a purposive sampling technique. Data were collected through a closed-ended questionnaire using a five-point Likert scale and analyzed using multiple linear regression with SPSS version 26. The validity and reliability tests confirmed that all items were valid and reliable. The results indicate that work motivation has a positive and significant effect on job satisfaction, and work ability also shows a positive and significant impact. Simultaneously, both variables significantly influence job satisfaction with a coefficient of determination (R²) of 0.967, meaning that 96.7% of job satisfaction variation is explained by motivation and work ability. These findings confirm that enhancing employee motivation and competence is a strategic factor in improving job satisfaction and performance in public sector organizations.

This study aims to analyze the effect of member card usage on customer satisfaction at Bolly Department Store in Bima City. The research applied a quantitative approach with a survey method, where data were collected through questionnaires from 96 respondents selected using purposive sampling, specifically customers who owned a member card. The research instrument was tested using validity and reliability tests to ensure accuracy and consistency. Data were analyzed using simple linear regression, correlation coefficient, coefficient of determination, and t-test with the assistance of SPSS software. The findings indicate that the member card variable has a positive and significant effect on customer satisfaction. This is evidenced by the t-test result, where the t-value (1.894) exceeded the t-table value (1.661). However, the coefficient of determination (R²) was only 0.029, meaning that the member card explains merely 2.9% of the variation in customer satisfaction, while 97.1% is influenced by other factors. Therefore, although the member card improves customer satisfaction, its contribution is relatively small, suggesting that additional and more comprehensive marketing strategies are needed.

This study aims to analyze the effect of job satisfaction and organizational commitment on employee productivity at the Semarak Dana Mojokerto Savings and Loan Cooperative.  The problem of low discipline and performance of marketing staff is an important background, given the limited empirical studies on human resource factors in micro cooperatives in Indonesia.  This study uses a quantitative approach with a total sampling technique on 35 respondents.  The instrument, in the form of a questionnaire, consisted of 28 statement items measured on a 1–5 Likert scale, with validity and reliability tests showing good results (Cronbach's Alpha > 0.70). Multiple linear regression analysis was used with the help of SPSS 26. The results of the study show that job satisfaction has a significant positive effect on productivity (β = 0.723, p < 0.05), as does organizational commitment (β = 0.555, p < 0.05). Simultaneously, these two variables contribute to an increase in employee productivity with a coefficient of determination of 77.8%.  These findings support the theories of Locke (1976) and Meyer & Allen (1991) and are in line with previous studies, although the context of micro cooperatives provides unique characteristics. The practical implications of this study encourage cooperatives to strengthen their reward systems, provide training, and improve work SOPs, particularly in marketing services. The limitations of this study lie in the small sample size and cross-sectional design. Future research is recommended to use a larger sample, a longitudinal approach, and include moderator variables such as work motivation or organizational culture.

This study aims to evaluate the performance of KSP Satria B Cilongok using the Malcolm Baldrige Framework for Performance Excellence. The research employed a qualitative descriptive approach with data collected through direct observation and in-depth interviews with the cooperative’s leadership on May 4, 2025. Analysis was conducted based on seven categories within the Malcolm Baldrige Excellence Framework. Findings indicate that KSP Satria B Cilongok has implemented visionary leadership, customer-focused service, data-driven management, and effective risk and workforce management. The cooperative’s performance continues to improve, demonstrated by stable growth in members, net income (SHU), and transaction volume. Furthermore, adherence to organizational ethics and transparency has been a key factor in building member trust. This study contributes by integrating the Malcolm Baldrige principles into the management of small to medium-sized savings and loan cooperatives in Indonesia, presenting a novel application of the framework in the local context

"Insider" practices and "privileges" are often overlooked in human resource management (HRM) discourse, despite their significant impact on organizational justice, employee motivation, and overall performance. This article explores how informal connections and preferential treatment undermine meritocratic systems, distort perceptions of fairness, and reduce job satisfaction and employee commitment. Using a qualitative case study approach, the findings reveal that perceptions of injustice caused by informal practices—such as promotions based on personal ties, biased performance evaluations, and exclusive access to opportunities—can significantly weaken both intrinsic and extrinsic employee motivation. The study highlights the urgency of implementing transparent, accountable, and performance-based reward systems as strategic efforts to foster a fair and healthy organizational culture. Practically, organizations must develop HRM policies that are not only procedurally fair but also perceived as equitable to sustain long-term employee productivity and retention.

This article explores the marketing strategies implemented by various banking institutions in Semarang City through a literature review approach. The study aims to analyze marketing practices that focus on service quality, customer satisfaction, community-based engagement, and Sharia-compliant innovation. The findings indicate that banks such as PT. BPR BKK Kota Semarang, Bank Jateng, BPR Arto Moro, and Bank Syariah Mitra Harmoni employ various strategies to reach diverse market segments by enhancing service quality, strengthening community ties, and integrating local cultural and Islamic values into their financial products. These strategies have been proven to improve customer satisfaction and loyalty. This study provides both theoretical and practical contributions to the development of locally responsive bank marketing strategies aligned with social and cultural needs.

Flight delays represent a significant challenge in the aviation industry, affecting passenger satisfaction and trust in airlines. Minister of Transportation Regulation No. 89 of 2015 mandates airlines to provide compensation to passengers experiencing flight delays. Lion Air, as one of the largest airline networks in Indonesia, is expected to effectively implement this policy, particularly at Weda Bay Nickel Airport. This study employs a qualitative approach to gain an in-depth understanding of how Lion Air fulfills its responsibility in compensating passengers. Data were collected through interviews with Lion Air personnel, including check-in staff, technicians, and flight attendants, as well as direct field observations. The research was conducted over a specific period to ensure the collected data is relevant and accurately reflects on-ground conditions. The analysis results indicate that Lion Air has implemented compensation policies in accordance with PM 89 of 2015, providing compensation in the form of beverages, snacks, full meals, and cash payments of up to IDR 300,000, depending on the delay duration. Although the policy has been executed, several key challenges remain, including limited communication with passengers and suboptimal internal division coordination. Passengers often feel inadequately informed during delays, reducing their satisfaction levels. Furthermore, operational constraints such as spare part delays and weather factors also pose challenges in minimizing delay durations.

This study aims to analyze the impact of education and training, motivation, and compensation on employee performance at Bank BNI Main Branch Yogyakarta. A quantitative method using survey and multiple linear regression analysis was employed. A sample of 75 respondents was selected using Slovin's formula from a population of 238 employees. The results indicate that all three variables significantly affect employee performance. Education and training enhance employee skills, while motivation drives employees to commit more to their work. Fair and competitive compensation contributes to employee satisfaction and productivity. This study provides valuable insights for organizations in developing employee-related policies. However, the research is limited to a single branch and employs a quantitative approach, suggesting the need for further studies with a qualitative approach and a broader sample size for more comprehensive results.

This study aims to determine how much influence Service Excellent and Relationship Marketing have on Customer Satisfaction of PT Bank Sumsel Babel Syariah KC Palembang. The population in this study amounted to 5239 customers with incidental sampling method using the formula obtained a sample of 100 respondents. This research uses quantitative methods, primary data which is then processed using IBM SPSS 25. The T test results show that service excellent has a significant effect on customer satisfaction, relationship marketing has a significant effect on customer satisfaction, service excellent and relationship marketing have a joint effect on customer satisfaction. Proven by the coefficient of determination of 63.8% while the remaining 36.2% is influenced by other variables.

The aim of this research is to determine the influence of the work environment, individual characteristics and employee performance at Bank Syariah Indonesia. This research uses a qualitative approach using literature study and technical content analysis. In the work environment at Bank Syariah Indonesia there is a huge support for the creation of a company's activity processes. With a good working environment, good and pleasant working conditions will be created, this can provide employee morale. According to (Rahmawanti et al., 2014). a work environment that is always around workers who are able to influence them in carrying out the tasks they have been burdened with. Meanwhile, individual characteristics are that each person must have different views, goals, abilities and needs from each other. These differences will bring habits into the world of work, which will cause self-satisfaction and cause differences between each other even though they work in the same place. An employee's performance is the result of a person's work during the period of work, for example standards, targets or target criteria that have been determined in advance and have been mutually agreed upon.

Organizational Citizenship Behavior (OCB) refers to voluntary actions that are not directly rewarded by the formal reward system but that contribute to organizational effectiveness. Organizational citizenship behavior (OCB) is a reflection of the added value of employees and contributes to job performance, job satisfaction, and organizational commitment. PT Erindo Mandiri is a company engaged in the production of bottled mineral water. This study aims to evaluate the effect of job satisfaction and organizational commitment on organizational citizenship behavior (OCB) at PT Erindo Mandiri, as well as to ascertain how HR management can improve company effectiveness through OCB. In this case, the researcher employs an associative method with the objective of discerning the impact of job satisfaction (X1) and organizational commitment (X2) on the organizational citizenship behavior variable (Y) at PT Erindo Madiri. The results of the research conducted at PT Erindo Mandiri indicate that job satisfaction and organizational commitment exert a positive influence on organizational citizenship behavior (OCB). The conjunction of these two variables engenders augmented individual and collective efficacy, as well as organizational systems that culminate in superior HR performance, characterized by minimal absenteeism and negligible deviations.

This study aims to analyze the effect of service quality at Puskesmas Pulorejo, Ngoro District on patient satisfaction. Variables that affect patient satisfaction at Puskesmas Pulorejo, Ngoro sub-district are room facilities, doctor services, nurse / officer services. This study uses associative quantitative research methods. Data collection techniques in this study using questionnaires, observation and documentation. This data was obtained by distributing questionnaires directly to patients visiting the Pulorejo puskesmas in Ngoro sub-district.  The population in this study were patients who sought treatment at the Pulorejo Health Center, Ngoro sub-district, sampling using purposive sampling. The analytical test tool in this study used SPSS with the analysis method of classical assumption test, multiple linear regression, hypothesis testing, and R2 determination coefficient test. In this study, it was stated that there was a positive and significant effect on patient satisfaction at the Pulorejo Health Center, the doctor's service variable had an effect on patient satisfaction, the nurse / officer service had a persial effect on patient satisfaction at the Pulorejo health center, and the variable room facilities, doctor services, and nurse / officer services had a positive and significant effect on patient satisfaction.

This study aims to analyze the factors that influence earnings management in banking companies listed on the Indonesia Stock Exchange. The Covid-19 pandemic has had a significant impact on the financial sector in Indonesia, causing a decrease in profitability, an increase in non-performing loans, and credit restructuring policies that affect company operations. In the face of these challenges, companies try to maintain a good image and investor satisfaction through earnings management. This study focuses on four factors that influence earnings management: profitability is measured by Return on Assets (ROA), dividend policy by Dividend Payout Ratio (DPR), tax planning by tax retention rate, and deferred tax expense by comparison of deferred tax expense to total assets. The inconsistency of previous research results regarding the relationship between these variables encourages further research. The sampling method uses purposive sampling on financial companies listed on the IDX. The analysis in this study used multiple linear regression analysis. The samples used in this study included 15 financial companies and were analyzed using the classical assumption test, multiple linear regression using SPSS software version 25. The results of this study (1) Profitability and dividend policy partially do not affect total assets. (2) Tax planning and deferred tax expense partially have a significant effect on earnings management. (3) Profitability, dividend policy, tax planning and deferred tax expense simultaneously have a significant effect on earnings management.

This research is in the background that a balanced scorecard is a management system used to implement strategies, evaluate performance not only from financial aspects, but also involving non-financial aspects. In addition, a balanced scorecard is used to convey the company's vision, strategy, and performance expectations. The purpose of this study is to analyze the performance of the Prambon Health Center seen using the balanced scorecard method. This research uses a descriptive quantitative approach and is conducted at the Prambon Health Center. The results of this study show that the performance of the Prambon Health Center is measured by the balanced scorecard method from a financial perspective on the economic and efficiency ratios in 2021 to 2023 showing good results, and on the effectiveness ratio seen in 2021 to 2023 showing poor results. From a customer perspective, measured using customer satisfaction from 2021 to 2023, it shows good results. From an internal business perspective measured using the ALOS indicator seen from 2021 to 2023 shows good results, The BOR indicator seen in 2021 to 2023 shows poor results, the TOI indicator seen in 2021 to 2023 shows poor results, and the BTO indicator seen in 2021 to 2023 shows good results. The conclusion from the data analysis from the Prambon Health Center measured using a balanced scorecard for the period from 2021 to 2023 is always increasing every year. In 2021 it showed quite good results, in 2022 it showed good results, and in 2023 it showed good results.

This study aims to determine the effect of work environment and workload on employee performance through job satisfaction as an intervening variable at PT. Pegadaian Wiyung Surabaya Branch. The population in this study is the company PT. Surabaya Wiyung Branch Pawnshop. The research method is assisted by the Partial Least Square program which is used with SmartPLS 4.0 software. This type of research used is quantitative research. Data taken using a questionnaire. The results showed that the work environment has a positive and significant effect on employee performance, workload has a positive and significant effect on employee performance, work environment has a positive and significant effect on job satisfaction, workload has a negative and insignificant effect, and job satisfaction has employee performance has a negative and insignificant effect,work environment has a negative and insignificant effect through job satisfaction on employee performance at PT. Pegadaian Wiyung Surabaya Branch, and workload has a negative and insignificant effect through job satisfaction on employee performance at PT. Pegadaian Wiyung Surabaya Branch.

This research explores the impact of implementing incentives at the Bu Ira basic food agency in Krian, Sidoarjo on employee performance, with a focus on sales bonuses and non-financial incentives. The research results show that sales bonuses related to target achievement provide additional motivation for employees to increase sales, especially when bonuses are linked to certain products that have higher profits. Additionally, non-financial incentives such as recognition for good performance have proven effective in building team spirit and increasing job satisfaction. The discussion involved understanding that incentive design must be tailored to the grocery store context, taking into account the unique characteristics of this industry. Sales bonuses, when tied to specific types of products, can provide a greater motivational boost for employees. Recognition of good performance can be realized in the form of promotion or additional training, providing added value in employee career development. Flexibility in incentive design, effective communication, and continuous evaluation of the effectiveness of incentive programs are the keys to success. The results of this research provide insight for business owners and managers in the grocery agency industry to design incentive programs that suit employee needs and business goals, as well as accommodate changes in the industrial environment.

Technological developments have had a huge impact on the banking system, one example of the impact of developments is increasingly modern payment systems such as mobile banking. Bank NTT is one of the banks that provides mobile banking services called B'pung mobile. This research aims to determine consumer preferences for mobile banking services at Bank NTT. This research uses a qualitative descriptive approach, by conducting structured interviews with informants and NTT bank customers. The research results show that consumer preferences for mobile banking services at NTT banks continue to experience positive developments in line with technological advances and changes in user behavior, ease of access, transaction security, feature and functional innovations are getting better. However, in its implementation there are several problems, namely a weak internet connection, no fingerprint feature and also a top up feature that is difficult to access.