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This study aims to determine and analyze the key factors that influence and significantly contribute to online purchasing decisions among consumers in Manado City, North Sulawesi. The research adopts a quantitative approach with factor analysis as the main method of data analysis. Judgmental sampling was employed to select participants who have experience in online shopping. Based on the results, seven dominant factors were identified that affect consumer decisions when making online purchases. These factors include: (a) Consumer Limitations and Access, which refer to time constraints and limited access to physical stores; (b) Desire and Technology, highlighting the role of consumer interest and technological literacy; (c) Product and Price Limitations, involving the lack of product variety and pricing differences; (d) Flexibility, which represents the freedom to shop anytime and anywhere; (e) Efficiency, such as time and cost savings; (f) Convenience, referring to the ease of the purchasing process; and (g) Economy and Social, which include discounts, promotions, and social influences. The study contributes to a better understanding of consumer behavior in digital commerce and provides useful insights for businesses and marketers to improve online customer experiences, particularly in regional markets such as Manado. The findings underscore the multidimensional nature of online shopping behavior in a rapidly growing digital economy.

In recent years, the beauty industry has gained significant traction and become deeply embedded in public awareness, especially regarding skincare routines involving cosmetic products. Among the notable local cosmetic brands in Indonesia is Emina, which stands out for its youthful concept and lightweight formulations—ideal for entry-level users. This study seeks to explore the mediating role of trust in the relationship between customer experience and repurchase intention for Emina’s products in Denpasar City. Utilizing a non-probability sampling technique, specifically purposive sampling, data were obtained through surveys distributed to 120 qualified respondents. The analysis was conducted using path analysis, complemented by the Sobel test and the Variance Accounted For (VAF) approach. Findings reveal that customer experience significantly and positively affects both trust and repurchase intention. Moreover, trust itself has a significant positive impact on repurchase intention and acts as a mediating variable between customer experience and repurchase intention. Theoretically, this research reinforces prior findings in the field, while practically, it offers strategic insights for Emina’s management to improve consumer experiences and foster trust—ultimately boosting repeat purchase behavior.

Service quality is an important aspect in a service company. In addition to providing high-quality services that result in customer satisfaction, companies also need to give customers a memorable experience when using the service. The success of a business depends on how the company is able to satisfy and delight customers. Therefore, these two variables are one of the determining factors in how customer satisfaction can be achieved. This study aims to examine the effect of Information Service Quality and Customer Experience on Customer Satisfaction at Yogyakarta International Airport both partially and simultaneously. The research design used is quantitative research using statistical data analysis  based on numbers obtained from questionnaires which are then processed using SPSS software. The sample in this study were 99 customers at Yogyakarta International Airport using purposive sampling technique. From the results of the respondents' answers that have been collected, data analysis techniques are carried out including instrument tests, classical assumption tests, multiple linear regression analysis, hypothesis testing and determination coefficient tests. The research results obtained show that there is an effect of Information Service Quality (X1) on Customer Satisfaction (Y) as evidenced by a significance value of 0.017 < 0.05 and T count 2.422 > T table 1.98498. In addition, there is an effect of Customer Experience (X2) on Customer Satisfaction (Y) as indicated by a significance value of 0.000 < 0.05 and T count 6.833 > T table 1.98498. As for the simultaneous Information Service Quality (X1) and Customer Experience (X2), it shows a significant positive effect on Customer Satisfaction (Y) as evidenced by the significance value of 0.000 <0.05 and F count 95.470> F table 3.091. The results of the determination coefficient test show that Information Service Quality (X1) and Customer Experience (X2) contribute to Customer Satisfaction (Y) by 66.5% and the remaining 33.5% is influenced by other variables. It can be concluded that all H₀ is rejected and Hₐ is accepted in the three hypotheses in this study.

This research explores the impact of consumer satisfaction on brand building within the rural health industry in Sichuan, focusing specifically on the elderly population in the context of the silver economy. It identifies key factors influencing consumer satisfaction, including quality of service, customer support, and community engagement. The study highlights how high-quality healthcare tailored to the needs of older adults fosters trust and loyalty, while adequate customer support enhances the overall experience by addressing specific concerns. Furthermore, community engagement creates a sense of belonging, increasing health service satisfaction. The findings suggest that healthcare providers can strengthen their brand by prioritizing these elements, leading to better health outcomes and increased consumer loyalty among 375 local Sichuan senior citizens

This research analyzes user sentiment reviews of the KAI Access application from Google Play Store to improve customer service at PT Kereta Api Indonesia. The study uses a Natural Language Processing (NLP) approach with the Latent Dirichlet Allocation (LDA) algorithm to extract main topics from 10,000 reviews collected from April 2024 to April 2025. Analysis results show 40.7% positive sentiment reviews and 49.3% negative. After data preprocessing through case folding, normalization, tokenization, stopword removal, and stemming, seven optimum topics were found from negative sentiment with a coherence score of 0.508343 and two optimum topics from positive sentiment with a coherence score of 0.511673. Analysis based on five service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) reveals that the reliability dimension becomes the main issue, including system instability, transaction failures, login difficulties, and data inaccuracy. The responsiveness dimension is the second priority, with users expecting fast and responsive service to complaints. The results of this study provide recommendations for PT KAI to prioritize improvements in system reliability and responsiveness aspects to enhance the overall user experience, which will ultimately impact customer satisfaction and loyalty.    

This research aims to describe the implementation of digital transformation in marketing strategies among micro, small, and medium enterprises (MSMEs) in the culinary sector, using Nomnom Kitchen in Bandarlampung City as a case study. Employing a qualitative approach with data collection techniques including interviews, observations, and documentation, the research explores the firsthand experiences of business actors in transitioning from conventional to digital marketing. The findings reveal that MSME actors face complex dynamics throughout the digitalization process, involving internal challenges such as limited human resources and digital content management, as well as external opportunities like expanded market reach. Digital transformation emerges as a strategic tool that enhances promotional efficiency, strengthens customer engagement, and fosters a business model that is more responsive to technological advances. The study highlights the importance of digital training and the enhancement of entrepreneurial capacity to optimize the digital potential of MSMEs.

The advancement of artificial intelligence (AI) technology has transformed the paradigm of shopping experiences on e-commerce platforms. This article examines the future of AI-powered virtual shopping assistants designed to provide personalized solutions in the digital marketplace experience. Virtual shopping assistants, driven by technologies such as chatbots, voice assistants, and machine learning, enable consumers to receive more relevant product recommendations and a shopping experience tailored to their preferences. This study aims to explore how the implementation of AI-powered virtual shopping assistants can enhance customer loyalty, sales conversion, and consumer satisfaction in online marketplaces. Using a mixed-method approach involving in-depth interviews and quantitative surveys, the research identifies consumer perceptions of this technology and its impact on their purchasing decisions. Findings reveal that consumers who engage with AI-powered virtual shopping assistants report more personalized and satisfying shopping experiences, contributing to increased loyalty and sales conversion for e-commerce platforms. This article provides practical insights for marketplace managers to optimize the use of AI in creating more personalized and responsive shopping experiences. Furthermore, this research opens opportunities for further exploration of AI integration across various digital shopping channels.

This study highlights Bajawa Coffee Shop in Bekasi as the main subject in examining the factors that influence customer loyalty. This study aims to analyze the effect of service quality and price perception on customer loyalty, with customer satisfaction as a mediating variable. Service quality refers to the extent to which the service provided is able to meet customer expectations, while price perception is the customer's assessment of the economic value of the product or service received, which is influenced by costs, market demand, and business strategy. Customer satisfaction is a subjective evaluation of the experience of using a service, which reflects how well customer expectations are met by actual performance. This satisfaction plays an important role in building long-term relationships between customers and companies, and has a major impact on loyalty, brand reputation, and business sustainability. Customer loyalty itself is defined as a commitment to continue choosing and recommending a particular product or service, despite offers from competitors. In the context of increasingly tight competition in the cafe industry and the increasing trend of coffee consumption, understanding the factors that shape loyalty is very important. This study uses service quality and price perception as independent variables, customer satisfaction as a mediating variable, and customer loyalty as a dependent variable. The results of this study are expected to contribute to the development of more effective business strategies in retaining customers at the Bajawa Bekasi Coffee Shop.

The rapid growth of e-commerce has driven companies to seek more effective strategies to enhance logistics efficiency and customer satisfaction. This article examines the synergy between artificial intelligence, strategic location determination, and digital marketing in supporting the performance of digital supply chains. This multidimensional approach demonstrates that integrating cutting-edge technologies with precise location strategies and data-driven marketing can create superior customer experiences and more efficient operational costs. This study is based on a literature review of ten recent related studies. Moreover, it highlights consumer behavior shifts due to the digitalization and globalization of supply chains.  

This study aims to influence customer experience and trust on repurchase intention e-market place and its impact on consumer loyalty: a case study on shopee. The population in this study were all Shopee consumers in Banda Aceh City. The sample collection technique in this study was purposive sampling. So that the number of respondents was 250 people. Data were collected by distributing questionnaires online which were linked to a google form. Data were measured using a Likert scale and analyzed using SEM AMOS. The test results concluded that Customer Experience, Trust, Repurchase Intention, and Shopee Consumer Loyalty on Shopee were running well; Customer experience affects repurchase intention; Trust affects repurchase intention; Customer experience affects consumer loyalty; Trust affects consumer loyalty; Repurchase intention affects consumer loyalty; Repurchase intention partially mediates the effect of customer experience on consumer loyalty; and Repurchase intention partially mediates the effect of trust on consumer loyalty. The results of this test explain that the loyalty increase model for Shopee consumers in Banda Aceh City is a function of increasing consumer repurchase interest, increasing customer experience, and strengthening trust in the Shopee brand

The development of the industrial sector has experienced significant acceleration due to the support of advancing technology and creative innovations from various companies. These innovations result from the collective contributions of all levels within a company's structure. This situation has intensified industrial competition, encouraging companies to continuously innovate in producing products that meet societal needs. Companies capable of creating high-quality products relevant to market demands have a greater chance of surviving and excelling in competition. For instance, between December 2023 and January 2024, a telecommunications company successfully produced 150,077,945 physical vouchers, with an average daily production of 2,543,694 units. During the production process, physical vouchers must meet specific criteria to ensure their quality. Quality control focuses not only on reducing product defect rates but also prioritizes customer satisfaction and loyalty. Six Sigma is one of the methodologies used to increase production process quality by reducing process variance and minimizing the number of defects in products or services. To facilitate the implementation of Six Sigma, the 5W+1H method can serve as a supplementary approach for problem identification and resolution. This technique involves systematically collecting information by answering the questions: What, Where, Who, When, Why, and How.

The coffee shop industry in Samarinda City is growing rapidly driven by the hangout culture and increasing coffee consumption. Jay's Coffee, as one of the well-known coffee shops, faces challenges in maintaining customer satisfaction and increasing word of mouth amidst competition. This study analyzes the effect of store atmosphere and experiential marketing on customer satisfaction and its impact on word of mouth. Using a quantitative method with a survey, this study involved 97 Jay Coffee customers selected by non-probability sampling. Data were collected through questionnaires and analyzed with path analysis. The results showed that store atmosphere and experiential marketing have a positive and significant effect on customer satisfaction. A comfortable store atmosphere and interesting experiences increase customer satisfaction, which in turn encourages word of mouth. In addition, store atmosphere and experiential marketing also have a direct effect on word of mouth. Thus, Kopi Jay needs to develop strategies to improve store atmosphere and customer experience to maintain loyalty and improve business competitiveness.

"Blue Ocean Leadership" is a strategic approach that aims to create a new market that is free from competitors by focusing on innovation and value creation. In the context of increasingly competitive businesses, many organizations are trapped in a "sea of red," where fierce competition leads to declining profit margins. This concept invites leaders to move to the "blue ocean," which is an unexplored market space where demand can be created rather than simply shared. Through visionary and creative leadership, leaders can encourage teams to identify new opportunities, design unique products or services, and deliver unparalleled customer experiences. Leadership in the context of Blue Ocean also involves developing an organizational culture that supports innovation, collaboration, and continuous learning. By empowering employees to think outside conventional boundaries, organizations can find solutions that not only meet customer needs but also create greater value. This approach is not only financially profitable, but it also contributes to the company's long-term sustainability in the face of market changes. Overall, Blue Ocean Leadership offers a relevant framework for leaders to design effective strategies in creating new markets that are sustainable and free from competitors.      

This study aims to analyze in depth the role of corporate communication strategies in enhancing customer satisfaction and maintaining product quality at Labbaik Chicken, a company operating in the fast food industry. In the context of the digital era and the Fourth Industrial Revolution, effective communication strategies are crucial for strengthening brand image and maintaining competitiveness in an increasingly dynamic market. Corporate communication serves not only as a tool for delivering information but also as a bridge to build long-term relationships with customers. This research employs a qualitative approach through literature review to explore relevant communication theories and link them to factors that influence customer satisfaction and product quality. The findings reveal that good, transparent, and responsive communication from the company can enhance customer trust, foster loyalty, and create a positive customer experience. Furthermore, consistent product quality that aligns with customer expectations—in terms of taste, presentation, and service—has a significant impact on customer satisfaction and purchasing decisions. Therefore, companies need to implement integrated communication strategies alongside product quality management to create added value and differentiation in the market. The conclusion of this study highlights that an appropriate corporate communication strategy is one of the key factors in increasing customer satisfaction and strengthening the company’s position and reputation in the competitive fast food industry.

This research explores the combined effects of content marketing and brand experience on customer response, a relationship that has not been extensively studied in previous research. The study highlights the significance of customer service as a key determinant of business success, emphasizing that when customers feel valued and receive prompt responses from a company, their satisfaction, loyalty, and willingness to engage with the brand increase. The research was conducted on a sample of customers from the General Company for Southern Cement, specifically the Kufa Cement Factory. The study focused on Ordinary Portland Cement and sulfate-resistant cement. A total of 85 questionnaire forms were distributed, with 80 valid responses collected for statistical analysis.The findings indicate that both content marketing and brand experience play a crucial role in enhancing customer communication and service quality. Effective content marketing strategies contribute to better training for customer support teams, ensuring a more responsive and engaging interaction with customers. Furthermore, improving communication channels and response speed positively impacts customer satisfaction. By adopting content marketing strategies and leveraging brand experience, businesses can enhance customer engagement, strengthen relationships, and ultimately achieve their organizational goals.The research recommends integrating content marketing into business operations to build long-term customer relationships and improve brand reputation. Additionally, companies should establish a dedicated internal department for marketing, ensuring that content marketing efforts are credible, relevant, and engaging. By creating meaningful and interactive content, businesses can attract and retain customers, fostering brand loyalty and trust over time.

This study aims to analyze the effect of e-service quality and e-trust Whatsapp Reminder on customer loyalty of BPJS Ketenagakerjaan Banyuwangi Regency with customer satisfaction as an intervening variable. In the digital era, technology-based services are a key factor in improving customer experience, especially in social security services. This study uses a quantitative approach with a survey method involving 100 respondents of BPJS Ketenagakerjaan Banyuwangi Regency participants who have used the Whatsapp Reminder service. Data was collected through questionnaire methods and direct interview sampling and then analyzed using the Smart PLS method. This Smart PLS analysis method used to analyze data is the value of Path Coefficients, P-value, and T-Statistics. The results showed that e-service quality and e-trust Whatsapp Reminder have a positive and significant influence on customer satisfaction. In addition, customer satisfaction acts as a mediator that strengthens the relationship between e-service quality and e-trust Whatsapp Reminder on customer loyalty. Thus, improving the quality of digital services and trust in the WhatsApp Reminder system contribute directly to BPJS Ketenagakerjaan customer loyalty. These findings provide implications for service managers for BPJS Ketenagakerjaan participants to continue to improve digital service quality and build customer trust in order to maintain loyalty in the long term.

This research was designed using Unified Modeling Language (UML) as a tool for visualizing system requirements. The system designed is expected to improve efficiency, accuracy and speed of service, thereby providing a better experience for customers and making it easier for Bank Sumut officers to manage registration data. The system development method used is waterfall. The research results show that the designed information system can automate various manual processes such as collecting prospective customer data, document validation, and managing account data. It is hoped that this management information system can be used to provide an overview of the applications that will be created to increase the Bank's operational productivity and minimize the potential for administrative errors, as well as supporting the digital transformation of Bank North Sumatra in facing competition in the banking sector.

The aviation industry in Indonesia has experienced rapid growth in line with the increasing demand for air transportation. One of the key aspects of airline service is the check-in process, which serves as the first interaction between passengers and the airline and plays a role in shaping the customer experience. This study aims to analyze the impact of check-in counter service quality on passenger satisfaction with Super Air Jet at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. This research employs a quantitative approach using a survey method, involving 100 passenger respondents who have used Super Air Jet at least once and are aged between 17 and 40 years. The survey was conducted at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. Data analysis was performed using validity tests, reliability tests, classical assumption tests, simple linear regression, T-tests, and the coefficient of determination (R²). The results of the study indicate that the quality of check-in counter service has a positive and significant impact on passenger satisfaction. The simple linear regression test shows a regression coefficient value of 0.351 with a correlation value of 0.942. Additionally, the T-test results show a calculated t-value of 20.931, which is greater than the critical t-value of 1.660, with a significance level of 0.000 < 0.05, thereby supporting the research hypothesis. Based on these findings, it can be concluded that improving service quality at the check-in counter plays a crucial role in enhancing passenger satisfaction.

The apparel industry in Chengdu is transforming significantly due to integrating artificial intelligence (AI) technologies. This evolution aims to enhance consumer satisfaction by providing personalized shopping experiences, improving inventory management, and streamlining the supply chain. AI-driven algorithms analyze consumer behavior and preferences, allowing retailers to create tailored recommendations that align with individual tastes. Additionally, AI tools enable efficient inventory management by predicting trends and consumer demand, which helps reduce instances of overstock and stockouts. This optimization improves operational efficiency and ensures customers can find their desired products when visiting stores or online. This study was conducted through an online questionnaire distributed to 376 Chengdu participants to measure their attitudes toward AI improvement in the apparel industry. The findings underscore that innovative technology, perceived information quality, and perceived customization correlate with consumer satisfaction in AI experience improvement.    

This abstract explores the role of artificial intelligence (AI) in enhancing consumer satisfaction in Sichuan's online customer experience and service efficiency. With the rapid growth of e-commerce, understanding consumer preferences and behaviors has become crucial. AI technologies like chatbots, predictive analytics, and personalized recommendations are integrated into online platforms to streamline service delivery and improve user interactions. By leveraging data-driven insights, businesses can tailor their offerings to meet the specific needs of consumers, thereby increasing satisfaction levels. Furthermore, AI facilitates faster response times and more efficient problem resolution, leading to a seamless shopping experience. This study was conducted through an online questionnaire distributed to 380 Sichuan participants to measure their optimization and service efficiency satisfaction. The findings underscore that technical infrastructure, user acceptance and engagement, and service quality positively correlate with consumer satisfaction in AI experience improvement.