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This research uses a descriptive qualitative method with a case study approach to analyze the influence of soft skills and digital marketing skills on the performance of MSMEs in the creative economy era. Theories used in this research include competency theory and organizational performance theory. This study focuses on understanding how interpersonal abilities (soft skills), such as communication, creativity, and leadership, along with digital skills such as the use of social media, e-commerce, and digital branding, can enhance the competitiveness and productivity of MSMEs. The results show that MSME actors with strong soft skills are able to build strong customer relationships and create added value in their products, while digital skills support operational efficiency and broader market reach. The integration of these two skill sets significantly contributes to the improvement of MSME performance, particularly in terms of sales, customer satisfaction, and business growth. Therefore, the development of soft skills and digital skills is a crucial strategy to support the sustainability of MSMEs amid the increasingly dynamic competition in the creative economy.

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 study examines PERHUMAS's strategies in managing its reputation as a leading organization in public relations, amidst the dynamics brought by the emergence of the IPRA and PR Indonesia. Using a descriptive qualitative approach, the research relies on in-depth interviews and observations involving relevant informants. In the identification and planning phase, PERHUMAS utilizes social media, media monitoring, and media listening while collaborating with other parties. Their strategies are based on the organization's vision, mission, values, and code of ethics. Daily activities include routine monitoring, while long-term efforts position PERHUMAS as a benchmark for public relations practices and an educator for PR professionals. The action and communication phase involves programs such as national and international forums, accreditation, competency development, and positive image-building campaigns. PERHUMAS prioritizes transparent, structured, and sustainable communication. In the evaluation phase, the focus is on impact and feedback using the AMEC Integrated Evaluation Framework and Customer Satisfaction Index surveys. These results assist in measuring success and refining reputation management strategies.

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 study aims to determine the influence of innovation and service quality on customer satisfaction with brand image as an intervening variable among Gojek users in the city of Langsa. This research is quantitative in nature, with the population being Gojek users in Langsa. The sampling technique used is purposive sampling, with a total of 100 respondents. The data were processed using SPSS for Windows version 25, and the analysis methods employed include classical assumption tests, path analysis, Sobel test, and hypothesis testing. The research findings indicate that: (1) innovation has no significant effect on customer satisfaction, (2) service quality has a significant effect on customer satisfaction, (3) innovation has a significant effect on brand image, (4) service quality has a significant effect on brand image, (5) brand image mediates the effect of innovation on customer satisfaction, (6) brand image mediates the effect of service quality on customer satisfaction, and (7) brand image has a significant effect on customer satisfaction.

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

The reserchaims to examine the impact of product quality and price on customer satisfaction with The Originote skincare products. The research is motivated by the growing public awareness of skincare and the increasing interest in local skincare brands, particularly The Originote. The data is a questionnaire using a quantitative approach with a descriptive method. This research uses multiple linear regression analysis was employed to assess the variables. The findings reveal that product quality has a positive significant effect on customer satisfaction, where significance probability value of 0.000, which is less than 0.05. Consumers tend to prefer high-quality products as they offer a sense of security, comfort, and benefits that meet ex-pectations. However, price does not significantly, with a significance probability value of 0.534, which is greater than 0.05. This indicates that consumers prioritize product quality and ingredients over price. The study's implications highlight the need for companies to focus on maintaining and improving product quality to ensure and enhance customer satisfaction.

One of the key elements in a company is customer service, which must be supported by a conducive environment. A supportive environment can be an added value for the company. Companies that sell products must consider that good service will create a positive image in the eyes of customers, making them feel that their needs are met. This study examines the service model and mechanism at XYZ Restaurant. The purpose of this article is to identify the model and mechanism used in the budgeting process at XYZ Restaurant. The research method employed is library research. The findings indicate that XYZ Restaurant applies both Top-Down and Bottom-Up budgeting approaches and is capable of adopting a combined budgeting approach. The budgeting process at XYZ Restaurant involves setting the company's vision and strategy, budgeting determination, communication and commitment, budget implementation, as well as monitoring and evaluation.

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 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.

Along with the development of the era, many hotels and restaurants have sprung up both in big cities and in small towns. Thus, it can be seen that the business sector has become an arena of fierce and never-ending competition. The increasing establishment of restaurants in various places is the result of increasing market demand. Understanding the elements that influence the level of customer satisfaction is important. The purpose of this study is to explain how the influence of menu variation, taste and price on consumer satisfaction mediated by service quality. This study uses the theory of Planned Behavior with a sample size of 100 people and uses a purposive sampling technique. Data collection in this study was carried out using a questionnaire method via google form. The data analysis technique used in this study is SEM-PLS. The results of the study showed that the menu, taste, price have a significant effect on service quality, taste, price and service quality have a significant effect on consumer satisfaction while the menu does not have a significant effect on waiter satisfaction. Taste and price have a significant effect on consumer satisfaction through service quality as mediation, while the menu does not affect consumer satisfaction mediated by service quality. The results of this study can be used by cafes and restaurants to improve their services so that they can increase the satisfaction of consumers who come..

Customer satisfaction is a key factor in the success of a company, especially in the technology industry that demands fast, accurate, and quality service. This study aims to analyze the effect of Speed, Maintenance, Accuracy, and Marketing Strategy variables on Customer Satisfaction at CV. Andi Jaya Technology. The research method used is regression analysis with t-test to measure the effect of each variable partially and F-test to see the effect simultaneously. The results of the study show that partially, the Speed ​​variable has a t-count value of 4,352, Maintenance of 5,573, Accuracy of 6,167, and Marketing Strategy of 3,166. All t-count values ​​are greater than t-table (1,677 at α = 5%), so it can be concluded that each variable has a significant effect on Customer Satisfaction. In addition, the results of the simultaneous test show that the variables Speed, Maintenance, Accuracy, and Marketing Strategy together have a significant influence on Customer Satisfaction with an F-count value of 9.515, greater than the F-table (2.58 at α = 5%). The results of this study confirm that factors such as speed of service, system maintenance, accuracy in work, and effective marketing strategies play an important role in increasing customer satisfaction. Therefore, CV. Andi Jaya Technology needs to continue to improve these aspects in order to maintain customer loyalty and increase the company's competitiveness in the technology industry.

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 determine the influence of Work Motivation, Work Environment, and Job Satisfaction on Employee Productivity at PT. Nihon Seiki Indonesia. This research is motivated by the phenomenon of declining employee productivity as shown by the non-achievement of work targets in recent months. This problem indicates the possibility of a decline in internal quality that needs to be evaluated, such as low motivation, less supportive work environment conditions, and less than optimal job satisfaction. This decline can also have an impact on the company's overall performance, including in terms of efficiency, production quality, and customer satisfaction that are declining over time. The method used in this study is a quantitative method with a descriptive and verifiable approach. The data collection technique was carried out through the distribution of questionnaires to 90 employees as a sample of the total population of 115 employees working in the company. The research instrument was tested through validity and reliability tests. Data were analyzed using multiple linear regression analysis, t-test (partial), F test (simultaneous), and determination coefficient (R²) test, with the help of SPSS software version 26. The results of the study show that Work Motivation, Work Environment, and Job Satisfaction have a significant effect on Employee Productivity, both partially and simultaneously. These findings confirm that the increase in employee work productivity is not only dependent on external factors such as technology and management systems, but is also highly determined by internal factors that are directly related to individual comfort and satisfaction at work. Therefore, company management needs to focus more on efforts to create a conducive work environment, build strong motivation, and increase employee job satisfaction as a strategy to optimize productivity. In addition, continuous training and effective communication between teams also need to be improved to maintain morale, collaboration, and the achievement of overall organizational targets.

The study focuses on analyzing business strategies to enhance sales in 24-hour coffee shops (warkop24h) in Indonesia, considering their unique challenges and opportunities. Conducted through supportive activities in Karangasih Village, Bekasi, the research employs various methodologies including surveys, discussions, and practical tutorials aimed at providing comprehensive reviews and innovative strategies. Key findings indicate that these coffee shops need to improve promotional efforts and address supply chain issues, particularly with essential ingredients like ice, to bolster customer satisfaction. By developing unique menu offerings and leveraging digital marketing, these businesses can capture the attention of the younger demographic, particularly Gen Z, who view warkop as social and creative spaces. The study concludes that implementing strategic adaptations in response to market trends and customer preferences can significantly bolster the viability and growth of coffee shop businesses in competitive environments. This research highlights the critical role of micro, small, and medium enterprises (UMKM) in contributing to the broader economic framework of Indonesia.

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.

Digital Smart Branch as a form of banking digitalization is presented as the latest service strategy that makes it easier for people to enjoy banking services faster, easier and safer. The purpose of this study is to determine the implementation of Smart Branch digital services at Bank Mandiri Wahid Hasyim Malang in an effort to increase customer satisfaction. This study is a qualitative study with a method of collecting information through interviews with sources, books, literature reviews, literature, previous research, websites or articles that are relevant to the problem being studied. The results of the study indicate that with the Smart Branch service system, a strategy that can be applied to provide more efficient customer service is to utilize technology to personalize customer service, such as customized product recommendations or providing faster and easier problem solving.

The development of digital technology encourages traditional culinary business actors to adapt to e-commerce services in order to expand market reach and improve service efficiency. This study aims to analyze the digital innovation implemented by the Soto Banjar business in Sawojajar, Malang City, in facing challenges and opportunities in the digital era. Using a descriptive qualitative approach with a case study method, data was collected through interviews, observations, and documentation. The results of the study show that the integration of digital platforms such as GrabFood, ShopeeFood, Instagram, and WhatsApp has a positive impact on the effectiveness of promotions, ordering systems, and product distribution. Service innovations such as pre-order systems and attractive packaging help strengthen product image and increase customer satisfaction. Despite facing challenges such as digital promotion costs and spikes in demand, digital transformation has proven to be able to increase the competitiveness and sustainability of this traditional culinary business.

As a result of rapid technological progress, increased competition, and the global opening of markets, local markets have been flooded with a large number of foreign products of superior quality compared to local products. This has exposed Iraqi economic units to numerous pressures for various reasons, most notably the high cost of their products and the low quality of their products. This requires these units to seek solutions that lead to the provision of a high-quality product capable of competing with foreign products in terms of price and quality, thereby achieving customer satisfaction. Therefore, the research aims to integrate the two techniques of Attribute Based Costing and process reengineering and to demonstrate their role in improving product quality. The researcher reached a set of conclusions, the most important of which are The weakness of the costing system applied at the research sample factory, its failure to accurately monitor and identify cost elements throughout the product lifecycle, and the management's lack of interest and awareness in implementing contemporary costing techniques and their role in improving the quality of its products, thus ensuring their sustainability. The integration of specifications-based costing with process reengineering technology has added substantial improvements to product specifications, aligning them with customer requirements and needs, and leading to improved product quality.