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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.

This study highlights a unique and interesting phenomenon in the realm of higher education marketing strategy. The Al-Amien Prenduan Islamic University Institute (IDIA) has successfully maintained its sustainability for over 40 years despite offering relatively affordable tuition fees. This research aims to develop a comprehensive marketing strategy for educational services at IDIA, as well as to explore the institution’s contribution to the development of service marketing in Islamic higher education. The study employs a qualitative field research approach, with data collection methods including observation, in-depth interviews, and documentation. The data were analyzed using grounded theory techniques, consisting of open coding, axial coding, and selective coding. To formulate an effective marketing strategy, the research applies the marketing mix theory as a foundational framework. The educational service marketing strategy implemented at IDIA includes the provision of high-quality educational products, price humanization strategies that ensure affordability, selection of strategic campus locations, promotional activities tailored to community needs, human resource development, improvement of facilities and infrastructure, and the enhancement of service delivery systems. These strategies are designed to position IDIA as a competitive Islamic higher education institution. Furthermore, the research reveals the significant contributions of service marketing to IDIA’s growth. These include a steady increase in the number of new student enrollments, higher levels of customer satisfaction, an improved institutional image, and ongoing improvements in educational quality. Overall, this study offers valuable insights into how effective educational service marketing can support the sustainability and competitiveness of Islamic higher education institutions in Indonesia.

This study aims to analyze and explore more deeply the concept of electronic word of mouth (eWOM) by examining the role of electronic service quality, with trust as an exogenous variable and electronic satisfaction as a mediating variable. The phenomenon of consumer behavior in the context of e-commerce continues to grow in line with the rapid increase in internet users. In Indonesia, internet users are projected to reach 72.8 million people, making the country the third-largest in internet penetration among ASEAN nations. This surge in internet usage has significantly influenced online shopping behavior, especially among digital-savvy consumers. However, this trend contrasts sharply with the declining performance of offline retail, as shopping centers are witnessing a drop in consumer visits. This decline is largely driven by three major factors: (1) shifting consumer preferences, (2) decreasing employment in physical retail sectors, and (3) a rapid rise in the number of online stores.The research utilizes primary data, collected from respondents who have made online purchases from two major marketplaces in Indonesia—Tokopedia and Lazada. The data were analyzed using the Smart PLS software to test the relationships between the variables. The results indicate that electronic service quality has a positive and significant effect on eWOM when mediated by trust. However, the direct effects of service quality and satisfaction on eWOM were found to be statistically insignificant. The findings suggest that building customer trust through enhanced service quality is a strategic priority for e-commerce platforms aiming to encourage consumers to share positive online recommendations.

The current research aims to identify the role of digital transformation across its dimensions (technology, digitization of operations, databases, human resources) in promoting digital entrepreneurship in its dimensions (digital information base, digital business environment, digital skills and e-leadership, financing) among a sample of employees in private banks in the Middle Euphrates region. The research problem emerged regarding the ability of the private banks under study to use digital transformation and digital entrepreneurship. This problem lies in the lack of environmental stability, limited financial infrastructure, and weak human expertise. Therefore, the research problem was formulated in an important question: What is the impact of digital transformation on promoting digital entrepreneurship in Iraqi private banks? In order to determine the level of research variables, a questionnaire was adopted by distributing (136) questionnaires to employees in private banks in the Middle Euphrates region to measure the nature of the level of the research variables. To analyze the results, the statistical packages (SPSS & AMOS.V.29) were used. As a result, the research produced various results, most notably the existence of a significant correlation between digital transformation and entrepreneurship. Digital businesses contribute to encouraging innovation in developing new financial products and services that meet changing market needs. The results also showed that digital transformation helps private banks improve the efficiency of internal operations, leading to a reduction in transaction time. Furthermore, digital transformation processes can provide smoother and faster financial services, which supports customer satisfaction and loyalty.

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.

Population growth in Indonesia increases the need for transportation, especially motorbikes, which makes the vehicle market more competitive and provides consumers with many choices. Consumers choose motorbikes based on price, after-sales service, quality, fuel efficiency and quality of workshop service. Good workshop service with easy administration and original spare parts will make consumers satisfied, while bad service will make them dissatisfied. Service quality is measured by the provider's ability to meet customer expectations, which influences customer satisfaction. Satisfaction is achieved when the results received are in line with expectations, including product quality, price and after-sales service. With the number of Honda motorbikes increasing and the number of AHASS workshops, competition is getting tougher, forcing organizations to provide high-quality services to attract new customers. The research method used was quantitative with a sample size of 291 customer respondents from the PT service workshop. AHASS. The research results show that service quality and price have a positive and significant effect on consumer satisfaction.

Employee performance is a crucial aspect that plays a crucial role in maintaining the sustainability, productivity, and competitiveness of a company, including in the micro, small, and medium enterprises (MSMEs) sector. Optimal performance levels not only impact the achievement of company targets but also influence customer satisfaction and business churn. One factor believed to be able to improve employee performance is the provision of rewards and motivation. Rewards can be financial or non-financial, which serve as a form of company appreciation for employee contributions. Meanwhile, motivation functions as an internal driver that raises work enthusiasm to achieve the best results. This study aims to analyze the effect of rewards and motivation on employee performance at the Nasi Kulit Syuurga MSME. The study used a quantitative descriptive approach with a saturated sampling technique, where the entire population of 32 employees were used as respondents. The research instrument was a structured questionnaire, and the data obtained were analyzed using multiple linear regression methods using SPSS version 25 software. The results showed that rewards have a significant influence on employee performance. This indicates that appropriate recognition can improve work quality and productivity. However, motivation partially did not have a significant effect on employee performance, which is likely caused by other factors such as working conditions, organizational culture, or suboptimal job satisfaction. Nevertheless, rewards and motivation have been shown to simultaneously contribute to improved employee performance. This finding underscores the importance of designing an effective reward system, coupled with more targeted motivation strategies, to enable MSMEs to retain high-performing employees and increase their competitiveness.

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

The aim of this research is to determine the influence and identify the factors that have the greatest impact on the quality of service provided to Open Trip Tidung Island customers. The method in this research uses quantitative methods. Sampling in this study used accidental sampling. It was obtained that 41 respondents filled out questionnaires in observing Tidung Island using Open Trip Tidung_Island on 3-4 August 2024. Data analysis in this research uses simple linear regression analysis, coefficient of determination and correlation. Data obtained from the questionnaire is used to find the factors that most influence customer satisfaction in service quality. The Service Quality variable (X) has a significant effect on the Customer Satisfaction variable (Y), this is shown from the results of the Pearson Product Moment correlation analysis of 0.718 and includes a "strong correlation" level of relationship. From the results of the questionnaire, it was found that the factors that most influence customer satisfaction in the quality of service at the C.V Tidung Island Open Trip tourism service are the dimensions of Tangible (Physical Evidence) and Empathy (Empathy) at 84.2% with the Equipment and tools used during the activity in good condition and the Open Trip. Staff pays attention to the needs and desires of participants (Customers). The results of partial t test hypothesis testing show a significance level of 0.001 < 0.05. It is stated that Ho is rejected and Ha is accepted. This means that service quality has a significant influence on Open Trip Tidung_Island customer satisfaction.

In this area service is very important with many people who use it to travel far or near or just send package. Data analysis using path analysis with the help of SPSS 27 and SmartPLS 4.0 software. The results of the study indicate 1) there is no significant effect of service quality on customer satisfaction 2) there is a significant effect of customer relationship management on customer satisfaction 3) there is a significant effect of customer satisfaction on customer loyalty 4) there is an effect of service quality on customer loyalty 5) there is an insignificant effect of customer relationship management on customer loyalty 6) there is an insignificant effect of service quality on customer loyalty through customer satisfaction 7) there is a significant effect of customer relationship management on customer loyalty through customer loyalty.

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 study aims to analyse and improve the efficiency of waiting lines in government institutions by identifying the reasons for the length of these lines, using modern technology, overcoming obstacles, and evaluating the impact of improvements on beneficiary satisfaction and service quality. The study is based on the descriptive analytical approach, and is based on a sample of 300 employees and customers. The results showed that improving the efficiency of waiting lines enhances beneficiary satisfaction and increases the efficiency of the institution by reducing waiting times and relieving pressure on beneficiaries, while lack of resources and ineffective technology hinder the implementation of effective management strategies. Based on these results, the study recommends increasing the number of employees, improving the technical infrastructure, adopting modern technology such as electronic reservation and electronic payment systems, enhancing training and awareness for employees, in addition to establishing an effective system for monitoring and evaluating performance to improve the efficiency of waiting lines and the quality of services provided.

In the current era of globalization, the business world is experiencing rapid growth, particularly in the culinary industry. This business is directly related to the basic human need for food, which is one of the fundamental necessities for survival. The influence of product quality and price on customer satisfaction at Mie Gacoan Dr. Mansyur Medan has become an interesting topic for research, considering the critical role these two factors play in maintaining and enhancing customer satisfaction. Customer satisfaction is crucial for ensuring repeat customers and building brand loyalty, which is particularly important in the highly competitive food industry. This study aims to determine the extent to which product quality and price affect customer satisfaction at Mie Gacoan in Medan, focusing on students of the Business Administration Department at Politeknik Negeri Medan as the research subjects. This study employs a quantitative research method with a descriptive approach, including tests for validity and reliability, classical assumptions, and hypothesis testing. The hypothesis testing includes t-tests, F-tests, and an analysis of the coefficient of determination (adjusted R square). By understanding the relationship between product quality, price, and customer satisfaction, this research aims to provide valuable insights for improving service strategies and pricing models in the culinary business, ultimately helping Mie Gacoan improve its customer satisfaction and competitive edge in the market.

Optimizing distribution routes is an important step for MSMEs in increasing operational efficiency and customer satisfaction. This research was conducted on Bolen Crispy Mak Tin MSMEs which face distribution challenges with routes that are not yet optimal, causing increased transportation costs and the risk of decreasing product quality. This research uses the Branch and Bound and Nearest Neighbor algorithms to solve the Traveling Salesman Problem (TSP) problem in determining efficient distribution routes. The results of data processing are optimal routes that have the minimum distance with a total distance of 282.5 KM with route P-1-2-7-4-5-6-3-0 for the branch and Bound algorithm and 239 km with route P- 2-3-4-5-6-7-1-P for Nearest Neighbor This result is more optimal when compared to the previous route, namely P-1-2-3-4-5-6-7-P with a distance of 291 km analysis shows that Method Nearest Neighbor is able to provide an optimal solution by minimizing travel distance and distribution costs, while the Branch and Bound algorithm also provides an optimal solution but is less efficient. and distribution cost efficiency from Rp. 570,320.9 to 565,511.36 or 0.84% ​​more savings for the Branch and Bound Algorithm and 540,795.45 or 5.18% more savings for Nearest Neighbor

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.

The aim of this research is to determine and analyze the influence of Price and Promotion on Consumer Interest (Case Study at Hisana Fried Chicken Rajawali Medan. The research method used is exploratory research, where variables are measured using a Likert scale. Data collection methods are carried out by (interviews), with a list of questions (questionnaires) and documentation studies. The population in this study is all consumers on HFC Jalan Rajawali Medan.. totaling 100 people. Sample collection was carried out using the saturated sampling method or better known as census. In this study, the population was relatively small, namely 100 people. Data processing used SPSS version 23 software, with descriptive analysis and multiple regression hypothesis testing; (3) simultaneously there is a positive and significant influence between experimental marketing variables and customer satisfaction on experimental marketing and customer satisfaction on repurchase interest in HFC Jalan Rajawali Medan.

ABSTRACT The growth of the both traditional and fast-food culinary sector has been rapid and to maintain consumer satisfaction, it is a crucial factor for determining the progress of culinary business growth. Therefore, the objective of the study is to examine the influence of prices, promotions, and quality of service on consumer satisfaction at McDonald's Restaurant Semarang. The data was collected through the completion of questionnaires and it was analysed by using the double linear regression. The research findings indicate that the factors of price, promotion, and quality of service affect significant impact on consumer satisfaction at McDonald's Restaurant Semarang. Through the partial test, it revealed that consumer satisfaction is significantly impacted by both promotion and quality of the service, while the price has no significant influence on customer satisfaction.   ABSTRAK Perkembangan industri kuliner terjadi dengan sangat pesat dan tidak terbatas pada makanan tradisional, namun juga restoran cepat saji. Kepuasan konsumen menjadi indikator penting dalam menentukan arah pengembangan bisnis kuliner. Tujuan riset ini ialah guna menganalisis dampak harga, promosi, dan kualitas pelayanan akan kepuasan konsumen restoran McDonald’s Semarang. Data diperoleh dari pengisian kuisioner dan dianalisis menggunakan regresi linear berganda. Keluaran penelitian mengunjukkan bahwa harga, promosi, dan kualitas pelayanan mempunyai dampak signifikan secara simultan akan kepuasan konsumen restoran McDonald’s Semarang. Uji Parsial (Uji t) mendapati bahwa promosi dan kualitas pelayanan mempunyai dampak signifikan akan kepuasan konsumen sementara harga tidak mempunyai dampak signifikan akan kepuasan konsumen.  

Increasingly fierce business competition forces companies to look for innovations and strategies to maintain customer satisfaction and trust. PT Quinsha Trans Jaya, a tourism transportation services company, faced problems in providing service information and collecting customer feedback. To overcome this, a website-based customer relationship management system is needed. This system is expected to improve operational performance, facilitate purchases, and provide complete information to customers. The development of the system uses the Rational Unified Process (RUP) method and aims to help PT Quinsha Trans Jaya retain and attract new customers. The customer relationship management information system built will focus on service transactions through the website. Then this system has information features related to rentals and purchases as well as available promotions. There is also a reward feature, feedback from customers that helps companies increase customer loyalty.

The farm shop is still considered one of the business sectors that can bring in a lot of profit. Therefore, this research aims to determine the level of service quality, price and location on customer satisfaction at the Al Mubarok Wonodadi Agricultural Shop, Blitar Regency. This study used a non-probability sampling method, namely a saturated sample with a sample of 143 respondents and also used the help of the SPSS application program. The analysis technique used is validity test instrument test, reliability test, classic assumption test, multiple regression test, t test, F test, test of the coefficient of determination. The results of this study indicate that product quality has a partially significant positive effect on customer satisfaction at Al Mubarok Wonodadi Farm Shop, Blitar district, this can be seen from the significant t value of 0.00 <0.05 and service quality, price and location has a partially significant positive effect on customer satisfaction at Al Mubarok Wonodadi Agricultural Shop, Blitar Regency, this can be seen from the significant t value of 0.00 <0.05, while simultaneously service quality, price and location have a significant influence on consumer satisfaction at Al Mubarok Wonodadi Agricultural Shop, Blitar Regency, this can be seen from the significant F value of 0.00 <0.05.