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This study aims to evaluate the service quality of PT TJ Bros using the SERVQUAL method, which includes five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected through a Likert-scale questionnaire from 50 active customers selected using purposive sampling. The analysis measured the gap between customer expectations and their perceptions of the company's services.The findings indicate that all service dimensions exhibit negative gaps, meaning the service quality does not fully meet customer expectations. The responsiveness dimension shows the largest gap (-0.80), reflecting delays in responding to customer complaints or requests. The tangibility dimension also demonstrates a gap (-0.40), indicating a need for improvements in physical facilities, such as cleanliness, waiting area comfort, and employee appearance. In the empathy dimension, customers feel a lack of personalized attention, with a gap of -0.60.To enhance customer satisfaction, the company is recommended to improve its customer response system using technology-based complaint management, upgrade physical facilities, and train employees in communication and personalized service. Adjustments to employee uniforms and training to maintain service consistency are also suggested.In conclusion, comprehensive improvements in operational systems, facilities, and employee skills are necessary to enhance service quality. By meeting or exceeding customer expectations, PT TJ Bros can boost customer loyalty and strengthen its competitive position in the market.

Operations management is a series of activities related to planning, organizing, controlling and supervising all resources used in the process of producing goods or services. The main function of operations management is to create quality products or services, at efficient costs, at the right time, and in accordance with market demand. This research is quantitative research that works with numbers and the data is in the form of numbers which are then analyzed using statistics to test hypotheses or to answer specific research questions and to make predictions. This research approach is explanatory research where data collection is carried out simultaneously in one stage (one shot study} or in a cross-section through a questionnaire. One of the main impacts of operations management what is good is increasing the efficiency of the production process by designing and managing efficient production processes, companies can optimize the use of available resources, reduce waste, and increase output without increasing significant costs. Effective operations management has a significant impact on various aspects of company performance, including operational efficiency, cost control, product quality and service, and customer satisfaction. By implementing good operations management principles, companies can increase their competitiveness, reduce waste, and improve the customer experience.

 Ships with efficient port time reflect success in various aspects such as port operations, including time management, coordination between related parties, readiness of facilities and equipment, and workforce reliability. These efficiencies not only benefit port operators and shipping companies, but also contribute to smooth logistics supply chains, lower costs and increase economic competitiveness. Researchers determine 2 (two) types of data, namely secondary data and primary data, which will be processed through interviews and literature. By knowing each of the port time components above, we can understand the key to increasing operational efficiency, reducing costs, and ensuring smooth port and ship operations. Process optimization at each stage of port time implemented can help ports and shipping companies achieve competitive advantage and increase customer satisfaction   Keywords: , , , 

This study aims to determine the influence of factors from Integrated Quality Management and Business Process Quality Engineering to achieve Intention Customer PO. Respondents from this study were 61 respondents and this study used a quantitative approach. Integrated Quality Management or Total Quality Management (TQM) and Business Process Quality Engineering or Business Process Reengineering (BPR) are two strategic approaches and can be used synergistically to achieve Customer Purchase Order (PO) fulfillment with high efficiency and effectiveness. This research examines the influence of implementing Total Quality Management (TQM) and business process quality engineering on customer intention to repurchase (intention customer PO) for sweetened condensed milk products at PT. Indofood. The research results show that the implementation of TQM and business process quality engineering together can increase intention customer PO. Increased customer satisfaction is a crucial factor in achieving intention customer PO. This research contributes to PT. Indofood by providing an understanding of the importance of implementing TQM and business process quality engineering in achieving intention customer PO, providing empirical data to develop more effective marketing strategies, and providing recommendations to improve product and service quality, as well as customer satisfaction

The use of artificial intelligence (AI) in banking has grown rapidly in recent years, providing opportunities and challenges in dealing with it. AI in the banking world is expected to facilitate use, strengthen customer data security, and optimize risk management. This article aims to analyze the level of customer user experience towards banking services by utilizing artificial intelligence (AI). The analysis technique used in this study is descriptive with a quantitative approach, involving 100 respondents of various ages, various jobs and various educational backgrounds. The main requirement for respondents is that they are customers of various conventional banks in Ponorogo Regency who have used artificial intelligence (AI)-based banking services. Data were collected through questionnaires supplemented with secondary data in the form of documents related to the implementation of artificial intelligence in the banking service system. The application of AI in the banking sector is the detection and prevention of fraudulent transactions in real time, identity verification through biometrics, identity verification through biometrics, chatbots and virtual assistants for customer service, detecting suspicious activity, and the use of smart wallets. The findings in this study explain that artificial intelligence (AI) is able to increase the efficiency of services to customers, provide a better experience, and improve the quality of banking services. Customers are greatly helped by the use of artificial intelligence (AI)

The web-based land transportation management system is a modern solution for managing transportation operations by utilizing web technology to facilitate monitoring, scheduling, and optimization of fleet usage. This study aims to analyze the strengths, weaknesses, opportunities, and threats in the implementation of a web-based land transportation management system using SWOT analysis. The results of this study are expected to serve as a guide for companies or transportation management agencies in designing and developing efficient and effective systems. Although there are several challenges, such as dependency on stable internet infrastructure and relatively high implementation costs, the potential benefits, such as increased operational efficiency, cost reduction, and improved customer service quality, make this system highly relevant and have strong prospects for application in the land transportation industry.

I nternship is an essential part of the educational process that provides students with the opportunity to gain practical experience in the workplace. This study aims to evaluate the experience gained during the internship at PT. Pegadaian (Persero) UCP Kapasan, which took place from July 8 to November 8, 2024. During the internship period, participants gained insight into the management of Pegadaian’s products, organizational skills, teamwork, as well as communication and customer service. Additionally, the interns gained experience in marketing products and processing customer data. This internship experience helped participants develop interpersonal skills, accuracy, and work discipline. The results of this internship activity provide valuable insights for improving internship programs in the future.

Indonesia, as a rule-of-law state (rechstaat), regulates the life of the nation and state based on law, as reflected in the provisions of civil law that govern relationships between individuals, including matters of inheritance. Inheritance distribution in Indonesia follows various legal systems, such as Islamic inheritance law, civil inheritance law, and customary law, each with different principles and rules. Inherited assets include a wide range of properties, such as movable and immovable assets, property rights, debts, money, businesses, and wills. In practice, the distribution of inheritance in Indonesia often involves an administrative process requiring a Certificate of Inheritance Rights (Surat Keterangan Hak Waris or SKHW) to verify who is entitled to inherit and the share each heir is entitled to receive. This study aims to educate the public, particularly customers of Bank Rakyat Indonesia, about inheritance law and the procedures involved. Additionally, the research highlights the crucial role of notaries as Land Deed Officials (Pejabat Pembuat Akta Tanah, PPAT) in the legalisation of inheritance ownership, particularly concerning the management of land certificates and other legal documents. Through community service conducted at the Bank Rakyat Indonesia (BRI) branch in Central Semarang, this study educates the public on inheritance rights and the role of notaries in ensuring the legal validity of inheritance distribution in accordance with applicable laws. Indonesia's plural inheritance law system provides flexibility in choosing the applicable legal system, whether Islamic law, civil law, or customary law. In the case of disputes, notaries play a role in resolving conflicts by creating peace agreements, cancellation deeds, or waivers of claim deeds. This study is expected to help the public better understand inheritance law and the role of notaries in ensuring that inheritance rights are distributed fairly and legally in accordance with the prevailing laws.

In a rapidly changing and competitive business era, an effective human resource (HR) management strategy is a vital foundation for the sustainable growth of an organization. Basuki expressed this by stating that in a dynamic and competitive business environment, an effective HR strategy is an important key to sustainable growth. This research method is a literature review research. Literature review is a description of theories, findings, and other research materials obtained from reference materials to be used as a basis for research activities to compile a clear framework of thinking from the formulation of the problem to be studied. The author summarizes, analyzes, and synthesizes critically and in depth from previous literature. The results of this study state that Kentucky Fried Chicken (KFC) is one of the largest fast food restaurant chains in the world that focuses on fried chicken. KFC's operational success depends not only on quality products, but also on skilled, motivated human resources (HR) who are in accordance with the organizational culture. In a highly competitive business context, strategic planning and HR recruitment at KFC are one of the main keys to maintaining competitive advantage and the best service to customers.

Digital transformation in educational services is an important need to improve efficiency and user satisfaction, especially in Islamic boarding schools. One of these innovations is the SISANTRI application used at the Darussalam Blokagung Islamic Boarding School, Banyuwangi, to facilitate the management of information and transactions for guardians of students. However, the effectiveness of this application still faces challenges, such as stagnation in feature development and negative reviews from users.This study aims to analyze the influence of E-Servqual, E-WOM, and E-Trust on E-Customer Satisfaction. Then, analyze the influence of E-Servqual, E-WOM, E-Trust, and E-Customer Satisfaction on customer loyalty. And analyze the role of E-Customer Satisfaction as a mediator of the influence of E-Servqual, E-WOM, and E-Trust on customer loyalty.The research method used is exploratory research and a quantitative approach with data collected through questionnaires distributed to 364 guardians of students selected using the Proportional Stratified Random Sampling technique. The research instrument uses a Likert scale to measure research variables. Then, the collected data is analyzed through several stages, namely determining the value of the variables, testing the research instrument (validity and reliability tests), path analysis using the Partial Least Square (PLS) method, hypothesis testing, and path calculations.The results of the study showed that E-Servqual, E-WOM, and E-Trust significantly influenced E-Customer Satisfaction. In addition, E-Servqual, E-WOM, E-Trust, and E-Customer Satisfaction significantly influenced customer loyalty. Then, customer satisfaction was not able to be a mediating variable between E-Servqual, E-WOM, E-Trust, and customer loyalty, but still contributed to loyalty directly.It can be concluded that improving E-Servqual, E-WOM, and E-Trust is very important to strengthen E-Customer Satisfaction and Customer Loyalty, although E-Customer Satisfaction does not mediate the relationship. Further development should be focused on improving these three main factors that affect customer loyalty.

This study aims to analyze the impact of product quality and service quality on customer satisfaction at Mie Gacoan Cikarang. The identified problem in this study is how these two factors influence customer experience and loyalty to the restaurant. This research uses a descriptive qualitative method with a case study approach, where data was collected through in-depth interviews with customers and direct observations at the location. Based on the analysis, product quality, including taste, texture, and consistency, has a significant impact on customer satisfaction, with 80% of respondents expressing satisfaction with the products offered. Additionally, service quality, which includes speed, efficiency, and staff friendliness, also plays an important role in creating a positive experience for customers. The results of this study indicate that improving both product and service quality directly contributes to customer satisfaction and has the potential to increase customer loyalty. These findings provide recommendations for Mie Gacoan Cikarang management to maintain and enhance product and service quality in order to strengthen customer attraction and loyalty.

This study aims to analyze the service management strategies implemented by PT Gojek Indonesia to enhance customer satisfaction. Using a qualitative approach based on literature review, the research explores the relationship between service quality, service diversification, and technological innovation in shaping customer experiences. The findings reveal that service management strategies, such as quick booking features, real-time tracking, and digital payment solutions via GoPay, significantly influence customer satisfaction. Service variations like Go-Ride, Go-Car, and Go-Food enable Gojek to meet diverse customer needs, while a focus on reliability and security assurance fosters user loyalty. The study highlights the importance of continuous innovation and quality improvement to maintain Gojek's competitive position in the online transportation service market.

This study aims to analyze the effect of management development on improving service quality in grilled chicken MSMEs. The research method used is a quantitative approach with survey techniques on a number of grilled chicken MSMEs. The results showed that management development, which includes aspects of resource management, operational system development, and customer satisfaction, has a significant effect on service quality. These findings are expected to be a reference for MSME players in increasing competitiveness through structured management improvements. The implication of this study is the importance of continuous management improvement in improving service quality.

This study aims to analyze the impact of product quality and customer satisfaction on the competitiveness of KFC and Sabana, considering the implementation of ISO 9000 standards. Using a survey method, data were collected from 30 respondents who are customers of both brands. The analysis results indicate that product quality has a significant effect on customer satisfaction, which in turn contributes to enhancing the competitiveness of both companies. KFC, known for its consistency and product innovation, demonstrates higher competitiveness compared to Sabana. However, Sabana also shows commendable efforts in improving quality and customer satisfaction. These findings emphasize the importance of implementing ISO 9000 quality management standards in enhancing product quality and customer satisfaction as key factors in maintaining competitiveness in the fast-food industry. This research provides insights for companies to focus more on quality improvement and service for long-term success.

This study aims to analyze the marketing strategy of PT Bank Perkreditan Rakyat (BPR) Swadaya Anak Nagari in attracting people's interest in saving money in Bandarejo Hamlet 1, West Pasaman Regency. A qualitative approach was used through field method with interviews, observation, and documentation. Research results showed that PT BPR Swadaya Anak Nagari implements four main marketing strategies: product strategy, price, and documentation. four main marketing strategies: product, price, promotion, and location strategies. Featured products such as KMB Savings (Kacio Mingguan Bajapuik) offers a savings collection service from the customer's home, making it easier for customers to save. service from the customer's home, providing convenience for people who find it difficult to reach bank locations. reach the bank's location. Direct promotion strategy through personal communication is the main key to success, building a close relationship between customers and the bank. bank. The strategic location of the bank office also contributes to the ease of access services. However, interest in saving, especially among teenagers and young adults, still low due to limited facilities such as ATM cards and mobile banking services. banking services. This finding highlights the need for the development of digital innovations to increase product appeal and expand market share. Research concluded that promotional strategies dominate in increasing the number of customers, while adapting to technology needs is a challenge to encourage wider to encourage wider interest in saving. This research provides important insights important insights for the management of marketing strategies in the local banking sector.

The Segitiga Motor website was developed using the Laravel framework with the SDLC Waterfall model approach to digitize the management of customer data and workshop services. The development process includes stages such as requirements analysis, system design, implementation, testing, and maintenance. Laravel was chosen for its ability to speed up development through reusable components and its organized and flexible structure. The website successfully integrates key features such as online service booking, customer data management, product catalog, and promotions, all effectively. Testing results show that the system works as planned, enhancing operational efficiency and making it easier for customers to access services. For future development, adding features like analytics and integration with digital payment systems could further improve customer experience and satisfaction.    

The Community Service (PKM) activity aimed to enhance the understanding of Enterprise Resource Planning (ERP) concepts for PT. Citra Prima Media, a provider of internet and TV services. ERP is an integrated system designed to improve operational efficiency and real-time data-driven decision-making. The method involved workshops, pre-tests, and post-tests to evaluate participants’ comprehension of ERP benefits in three key areas: financial management, marketing, and human resources (HR). The results showed significant improvements in participants’ understanding, with an average post-test score of 93%. Participants recognized ERP's role in operational efficiency, customer analytics, and data-driven HR management. Based on these findings, PT. Citra Prima Media plans to evaluate ERP adoption for a phased digital transformation. This initiative highlights the importance of ERP in supporting companies' competitiveness in the digital era.

This study focuses on black-box testing of JivaJoy software, an online product stock management and ordering system. The primary goal of this research is to evaluate the functionality and performance of the system's key features, including profile management, CRUD operations for admin and customer accounts, product stock management, shopping cart, order management, and AI counseling. Black-box testing was applied to assess whether these features meet expected operational standards and user requirements without considering the internal code structure. The test results indicate that most features function as expected. However, some issues were identified related to input validation, particularly with email format, phone number length, file uploads, and product stock management. Additionally, the order management and AI counseling features showed deficiencies in error handling and input validation. Based on these findings, the study recommends improvements in input validation, product stock management, shopping cart functionality, and AI counseling systems to enhance the reliability and performance of the JivaJoy platform. These enhancements are essential to deliver more efficient, secure, and optimal services, ensuring better user experiences and customer satisfaction.

This study aims to describe the steps of business development strategies used in the Jember party equipment rental service business and describe, analyze the Business Model Canvas in the Jember party equipment rental service business. This study was conducted with a Business Model Canvas approach using a qualitative case study research type. Data collection using interviews and observations. The results of the study were obtained based on nine BMC elements consisting of customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partnerships, and cost structures summarized in one canvas showing that the Jember party equipment rental service business can carry out aggressive strategies. In addition, it also produces a new Business Model Canvas design as a result of improvements as a selected alternative strategy on channels , and customer relationships that can be used for future business development.

This study aims to examine the effect of Islamic accounting service quality on customer trust in the context of Islamic banking. This literature study identifies key factors in enhancing customer trust, including transparency of financial statements, compliance with sharia principles, and overall service quality. Using the literature research method, it was found that consistent and shariah-compliant implementation of Islamic accounting plays an important role in enhancing customer trust. Service quality that includes accuracy, transparency, and sharia compliance has a significant impact on customer trust, which in turn affects customer loyalty and the growth of Islamic banks. This research provides insights for Islamic bank management to improve service quality to build customer trust.