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Technological shifts and changing consumer behaviors require organizations to continuously innovate in order to remain competitive. In this context, creative leadership plays a strategic role in driving market disruption through the development of relevant and adaptive business model innovations. This study adopts a qualitative approach based on secondary data using the Systematic Literature Review (SLR) method. A variety of academic sources, including journal articles and case studies of companies such as Netflix, Gojek, and Ruangguru, were systematically analyzed to identify strategic leadership patterns in creating disruption. The findings indicate that creative leaders do more than just adopt technology—they design innovation ecosystems that foster experimentation, continuous learning, and responsiveness to market needs. Strategies such as digital platform development, big data utilization, and business model transformation serve as key tools in challenging conventional market boundaries. This study contributes conceptually to the understanding of the relationship between creative leadership and business model innovation in navigating the complexities of the digital era.

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.    

The rapid growth of the fashion industry in Indonesia, particularly in Bandung, has increased the demand for structured and efficient sewing course management. Bandung Vision Center, as one of the institutions providing sewing training, faces significant administrative challenges due to the continued use of manual registration and attendance monitoring systems. These conventional processes result in data inaccuracies, slow information retrieval, limited transparency, and difficulties in monitoring participant progress across multiple training waves. This study aims to design and develop a web-based application to optimize participant registration and attendance monitoring processes at Bandung Vision Center. The research adopts an Agile software development methodology to ensure iterative development, flexibility, and responsiveness to user requirements. The system is implemented using the Laravel framework for backend development, ReactJS for frontend interface design, and MySQL as the relational database management system. System modelling is conducted using UML diagrams, and functionality testing is performed using the black-box testing method. The results indicate that the developed application significantly improves administrative efficiency, enhances data accuracy, and enables real-time monitoring of participant attendance. Additionally, the system increases transparency, facilitates structured data management, and supports better decision-making for course administrators. The implementation of this web-based application demonstrates its effectiveness in modernizing administrative processes and strengthening institutional competitiveness in the local fashion education sector. Future enhancements may include integration of online payment features, automated notifications, and advanced data analytics to further improve service quality and user satisfaction.

Technological shifts and changing consumer behaviors require organizations to continuously innovate in order to remain competitive. In this context, creative leadership plays a strategic role in driving market disruption through the development of relevant and adaptive business model innovations. This study adopts a qualitative approach based on secondary data using the Systematic Literature Review (SLR) method. A variety of academic sources, including journal articles and case studies of companies such as Netflix, Gojek, and Ruangguru, were systematically analyzed to identify strategic leadership patterns in creating disruption. The findings indicate that creative leaders do more than just adopt technology—they design innovation ecosystems that foster experimentation, continuous learning, and responsiveness to market needs. Strategies such as digital platform development, big data utilization, and business model transformation serve as key tools in challenging conventional market boundaries. This study contributes conceptually to the understanding of the relationship between creative leadership and business model innovation in navigating the complexities of the digital era.

This study analyzes the role of digital transformation as a strategic instrument to expand public service accessibility in Indonesia. Through a Systematic Literature Review (SLR) of open-access national journals and relevant policy documents from the last decade, the research highlights how digitalization, particularly e-government implementation, enhances service efficiency, transparency, and inclusivity. Key findings indicate that digital platforms like SP4N-LAPOR! have improved public responsiveness and accountability, especially during the COVID-19 pandemic. However, challenges such as infrastructure disparities, uneven digital literacy, bureaucratic resistance, and data security risks hinder optimal outcomes. The study concludes that digital transformation significantly supports public service reform but requires integrated strategies, including infrastructure development, digital literacy programs, inclusive regulations, and multi-stakeholder coordination. These recommendations aim to bridge the digital divide and ensure equitable access to public services across all regions and vulnerable groups.

This study investigates the role of adaptive leadership in addressing the complex challenges posed by rapid technological advancements, particularly in the era of Society 5.0. The integration of artificial intelligence (AI) into organizational systems introduces not only opportunities for efficiency and innovation but also ethical and leadership dilemmas. Using a literature review methodology, this paper examines how adaptive leadership can support organizations in navigating digital transformation while maintaining ethical integrity and organizational effectiveness. The findings indicate that adaptive leadership—characterized by responsiveness, inclusivity, and value-driven decision-making—is essential for sustaining organizational resilience. Furthermore, the study emphasizes the need for leaders to foster a learning-oriented culture, manage ethical concerns in AI deployment, and apply flexible leadership styles that empower employees. This paper contributes to the growing discourse on ethical digital leadership and offers insights for organizational sustainability in the context of technological disruption.    

This research is motivated by the importance of improving the quality of passport making services at the Pontianak City Immigration Office which still faces obstacles such as complicated procedures, limited quotas, lack of officer direction, and mismatches in passport collection schedules that cause public dissatisfaction. This research aims to classify the level of satisfaction of passport making services using the Naïve Bayes algorithm, measure classification accuracy, and develop a website-based system that helps evaluate and improve service quality effectively and efficiently. The method used is a quantitative approach with data collection through questionnaires, interviews, and direct observation of 205 respondents, then the data is processed using the Naïve Bayes algorithm which assumes independence between variables to classify satisfaction levels based on variables such as officer friendliness, officer ability, ease of procedure, and timeliness of service. The main findings show that the Naïve Bayes algorithm is able to classify satisfaction levels with 73% accuracy, 76% precision, 70% recall, and 73% F1-score, signaling the effectiveness of this method in identifying community satisfaction patterns. However, the results also indicate the need for improvement in user interface aspects and system responsiveness so that the system can be widely accepted and provide optimal benefits. The implication of this research is that the application of Naïve Bayes-based data mining methods can be an effective tool in evaluation and decision-making to improve the quality of public services, especially in the field of passport making, and encourage the development of interactive and empirical data-based public service information systems.

The village government has an important role in providing direct services to the community, both administrative, social, and other services related to the daily needs of residents. The quality of public services is one of the main indicators in assessing the success of village government administration (Irawan, 2017). According to Parasuraman, Zeithaml & Berry (1988), service quality can be measured through five dimensions, known as the SERVQUAL theory, namely: Tangibles, Reliability, Responsiveness, Assurance and Empathy. This study uses a descriptive qualitative approach with a purposive sampling method. This study uses interactive data analysis according to Miles and Huberman which includes three stages: data reduction, data presentation and drawing conclusions/verification. The conclusion is that the quality of public services at the Macanputih Village Office is running quite well but not evenly distributed. The services provided by officers show good intentions and openness, but there are still some weaknesses, namely: Lack of adequate facilities and infrastructure, Delays in completing administrative services, Differences in attitudes and abilities between officers in responding to residents, and the absence of a clear service flow.

One of the important indicators in hospital quality standards is the level of patient satisfaction with the services provided. Therefore, improving the quality of health services is very crucial, not only in the medical aspect, but also in terms of communication and empathy of health workers to patients. This study aims to determine the description of the quality of service of registration staff at the outpatient polyclinic of General Hospital X, South Jakarta, in 2023, based on patient perceptions. This study is a quantitative study with a descriptive approach, conducted on 50 respondents. Data were collected using a questionnaire covering five dimensions of SERVQUAL: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data analysis was carried out by presenting the frequency distribution and percentage of each service dimension. The results showed that: in the Tangibles dimension, 66% of respondents rated it good and 34% less good; Reliability, 70% good and 30% not good; Responsiveness, 52% good and 48% not good; Assurance, 72% good and 28% not good; and Empathy, 66% good and 34% less good. In conclusion, although most respondents rated the service of the registration staff as good, there are still aspects that need to be improved. Improving the overall quality of service, especially in the dimensions of Responsiveness and Empathy, is needed as a strategic step in an effort to increase patient satisfaction and loyalty.

Patient satisfaction is one of the factors that help improve the quality of health services. When a patient's experience after obtaining health services is compared to the patient's expectations, the resulting level of satisfaction can be measured. Finding out how satisfied Malawili Health Centre patients are with their pharmacological care was the motivation for this survey. In this descriptive study with a cross-sectional design, one hundred participants were surveyed between September and October 2023 at the Malawi Health Centre Pharmacy Services Department. Data was collected to measure the level of patient satisfaction through questions in the categories of tangible evidence (reliability), responsiveness, assurance, and empathy. SPSS software was used to analyse patient satisfaction levels. The results of the analysis of each dimension of patient satisfaction were as follows: tangibility 76.4%, reliability 82%, responsiveness 83.8%, assurance 86.7%, and empathy 89.35%. Meanwhile, the P values of the sociodemographic relationship test results and satisfaction levels were all > 0.05, including gender (0.000 < 0.1), age (0.208 > 0.1), education (0.673 > 0.1), occupation (0.000 < 0.1), and income (0.000 < 0.1).

Revitalization of traditional markets is a manifestation of the commitment of the Ministry of Trade of the Republic of Indonesia in efforts to improve the economy through development, empowerment, and then improving the quality of management in traditional markets as an effort to increase the competitiveness of traditional markets. The purpose of this study is to determine and examine the impact of the traditional market revitalization policy on Sukawati Market, because Sukawati Market is one of the markets with a high level of tourism productivity in Gianyar Regency. This study uses Qualitative methods, as well as the Policy Evaluation theory according to William N. Dunn (2003). This study found that the Evaluation of the Impact of the Sukawati Market Revitalization Policy has not achieved optimal results in all policy evaluation indicators, namely effectiveness, efficiency, adequacy, equity, responsiveness, and accuracy. The suboptimal revitalization policy at Sukawati Market as an effort to increase competitiveness in order to improve the welfare of traders is influenced by several things, namely human resource capacity, changes in infrastructure, and changes in market function after revitalization. The recommendations in this study are increasing human resource capacity, dissemination of information and promotion, and improving market governance.

This study examines the factors influencing customer retention at Surya Fresh MSMEs in Depok City, West Java. The primary issue identified is the instability of customer retention, which is mainly attributed to intense market competition, the rapid pace of digital marketing, and the evolving customer expectations in the modern business environment. This study aims to analyze the impact of product quality, e-service quality, and reward programs on customer retention, with relationship commitment as a mediating variable. A quantitative approach with an explanatory research design was employed to test the relationships among variables. Primary data were collected through a Likert-scale questionnaire from 224 Surya Fresh customers using a simple random sampling technique. Data analysis was conducted using the PLS-SEM method in SmartPLS, including validity, reliability, and structural model assessments. The findings indicate that product quality, e-service quality, and reward programs significantly influence relationship commitment and customer retention. Moreover, relationship commitment was found to mediate the effects of these three factors on customer retention, highlighting its importance in enhancing customer loyalty. High e-service quality, superior product quality, and attractive reward programs foster strong emotional connections with customers, which are crucial for sustaining long-term customer loyalty. The study concludes that product quality, e-service quality, and reward programs have a positive and significant impact on relationship commitment and customer retention at Surya Fresh. Relationship commitment is confirmed as a key mediator. To further improve retention, Surya Fresh should focus on enhancing product availability, administrative responsiveness, and offering diverse promotional programs. Future studies may apply this model in different industries and integrate qualitative methods for deeper insights.

The purpose of this study is to describe the Quality of Public Services in the Population Administration Sector in Mataindaha Village, Pasi Kolaga District, Muna Regency. To do this, the researcher uses dimensions, namely; (1) tangibless (physical evidence), (2) reliability (reliability), (3) responsiveness (responsiveness), (4) assurance (assurance), and (5) empathy (attention). To do this, this study uses a qualitative descriptive method, with 10 (ten people). The data collection techniques used in this study are based on observation, interviews, and documentation. Data analysis techniques include data reduction, data presentation, and data explanation. The results of the study indicate that the tangible dimension is still lacking and needs to be carefully reconsidered by village officials (2) assurance, which also needs to be improved considering that village equipment has not been able to provide timely and accurate services. While other dimensions include (3) reliability. Other dimensions include (4) responsiveness and finally (5) empathy has succeeded in helping the community and providing information about service procedures that are not yet understood by the community.  

The East Java Provincial Government established the East Java Super Corridor (EJSC) in five regions, including Bojonegoro Regency, to provide coworking spaces for the public. EJSC Bakorwil Bojonegoro is the only coworking space in the area, making it essential to offer high-quality services. This study aims to describe the service quality of the coworking space at EJSC Bakorwil Bojonegoro using a descriptive qualitative method. This research focuses on the five service quality indicators proposed by Kotler and Keller (2016): reliability, responsiveness, assurance, empathy, and tangibles. Data were collected through interviews, observations, documentation, and literature studies, with data analysis involving collection, reduction, presentation, and conclusion drawing. The findings indicate that the service quality of the coworking space at EJSC Bakorwil Bojonegoro is generally satisfactory. Reliability is reflected in the provision of free facilities that support user productivity. However, responsiveness still faces challenges in terms of timely responses to complaints and the flexibility of operating hours. Assurance has been established through effective communication, although staff professionalism needs improvement. Empathy is demonstrated through warm and responsive interactions between management and users. Tangibles indicate that the available facilities are adequate, but some shortcomings remain, such as limited parking space and suboptimal workspace arrangement.

GoSend as an instant delivery service from Gojek plays an important role in meeting the demand for fast and reliable delivery. However, there are still challenges in terms of service quality, customer satisfaction, and competitiveness in the digital logistics industry. This study analyzes GoSend's electronic service quality attributes using the Kano Model to identify the factors that most influence customer satisfaction. The quantitative method is applied through a survey of 206 GoSend users in Semarang, with the integration of E-Servqual indicators and Kano Model attributes. The results of the study show that most service attributes fall into the "Indifferent" category, meaning they do not have a significant effect on customer satisfaction. However, attributes such as transaction data security and item conditions fall into the "One-Dimensional" category, so improvements in these aspects can increase customer satisfaction. The analysis of the Extent of Satisfaction (EOS) and Extent of Dissatisfaction (EOD) shows that responsiveness to complaints and service personalization still need to be improved. Based on these findings, strategic recommendations that can be given are increasing customer service responsiveness, optimizing compensation policies, and strengthening security systems to increase customer trust. The integration of the Kano Model with E-Servqual provides a comprehensive evaluation of the quality of digital logistics services while also being a guide for GoSend in increasing customer satisfaction and loyalty amidst increasingly fierce competition.

Quality is not easy to define but easy to feel, its form is the service of unfriendly officers, queues of visitors at the counter, long waiting times for service. This will be complained of as a service that is not in accordance with expectations, services that are of less quality so that patients feel less satisfied after getting the services provided. The formulation of the problem in this study is how is the relationship between the quality of nursing services and satisfaction of inpatients at the hospital. Mitra Sejati Medan in 2024? This research uses quantitative research using analytic survey and cross sectional approach. The population in this study were all hemodialysis outpatients, the sample of this study used accidental sampling as many as 64 people. The results of this study using the chi square statistical test, the results obtained are Responsiveness (pvalue = 0.021), Reliability (pvalue = 0.018), Assurance (pvalue = 0.030), Empathy (pvalue = 0.025), direct evidence (pvalue = 0.004), which shows that there is a relationship between The significant variables are responsiveness, reliability, assurance, empathy and direct evidence with satisfaction of inpatients at Mitra Sejati Medan hospital, and by using logistic regression test, the most dominant variable is responsiveness. This can be seen from the EXP(B) value of 4.766 times, which means that direct evidence has a relationship of 4.7 times with inpatients at Mitra Sejati Medan hospital. With suggestions to create a conducive atmosphere to improve the quality of professional health services so that patient satisfaction can be maintained as expected.

The purpose of this study is to determine the effect of service quality on customer satisfaction at PT. Krakatau Argo Logistics. The research method uses quantitative methods. The study was conducted at PT. Krakatau Argo Logistik Banten from February to May 2023. Subjects and information in this case include, LS leaders, prada supervisors, employees, and service users. Data collection techniques used were by questionnaires and documentation. The collected data were then analyzed through the stages of data quality testing, classical assumption testing, hypothesis testing, and drawing conclusions. The results of this study are: 1.) The results of the analysis obtained that the Tangible variable or physical evidence did not have a significant effect on customer satisfaction. 2.) The results of the analysis obtained that the Reliability variable or reliability had a significant effect on customer satisfaction. 3.) The results of the analysis obtained that the Responsiveness variable or responsiveness had a significant effect on customer satisfaction. 4.) The results of the analysis obtained that the Assurance variable or guarantee had no effect on customer satisfaction. 5.) The results of the analysis obtained that the Empathy or responsiveness variable has a significant influence on customer satisfaction. This means that assurance can be one of the reasons. This means that Empathy can be one of the main reasons in determining customer satisfaction.

Consumer dispute resolution in Indonesia is an increasingly relevant issue, considering the high dynamics of transactions that occur in the goods and services sector, including in the property sector. Consumers, as the weaker party in business transactions, often face problems related to the quality of goods/services received, delays, unilateral cancellations, or even failure in property development. Therefore, resolving consumer disputes is very important and requires adequate legal protection. This type of research is normative juridical research. Normative research is literature research by examining theoretical approaches and concepts that examine consumer disputes. Normative juridical research is legal research that places law as a building system of norms. Problems arise when consumers in good faith have paid all Down Payment obligations, but the business actor actually takes a unilateral decision to cancel the apartment construction project. Consumers who have invested funds amounting to IDR 307,530,900 are trying to get a refund, but the business actor does not show responsiveness and good faith in the refund process. This situation finally forced consumers to take legal action by filing a lawsuit with BPSK Medan City on December 5 2022. This case is a clear example of the application of consumer protection and the importance of BPSK as an alternative for resolving disputes outside of court. This decision also reflects the principles of justice and legal certainty in consumer disputes, where agreed consumers can obtain their rights through an arbitration mechanism.

This study aims to analyze the service quality at Ketapang Urban Aquaculture (KUA), a mangrove ecotourism area in Tangerang Regency, using the Servqual theory encompassing five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This qualitative research utilized primary data from in-depth interviews with KUA management and secondary data from relevant literature. The findings indicate that physical facilities, such as trekking paths and informative signs, enhance visitor comfort. Educational programs run on schedule, and the complaint system effectively addresses visitor concerns. Friendly and well-trained staff provide a sense of safety and a positive tourism experience. However, challenges remain in optimizing sanitation facilities and digital promotion. The study concludes that KUA's service quality meets expectations, supporting sustainable ecotourism.

This study aims to analyze the service quality at Ketapang Urban Aquaculture (KUA), a mangrove ecotourism area in Tangerang Regency, using the Servqual theory encompassing five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This qualitative research utilized primary data from in-depth interviews with KUA management and secondary data from relevant literature. The findings indicate that physical facilities, such as trekking paths and informative signs, enhance visitor comfort. Educational programs run on schedule, and the complaint system effectively addresses visitor concerns. Friendly and well-trained staff provide a sense of safety and a positive tourism experience. However, challenges remain in optimizing sanitation facilities and digital promotion. The study concludes that KUA's service quality meets expectations, supporting sustainable ecotourism.