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This study aims to comprehensively examine the effect of service quality and customer value on customer satisfaction, while also exploring the role of trust as a moderating variable. The focus of the research is on participants of the Digital Marketing Independent Internship at PT Satukelas Adhyapana Nusantara, Jakarta. An explanatory quantitative approach was employed, involving 87 respondents selected through purposive sampling. The collected data were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS 4 software. The results indicate that both service quality and customer value have a significant positive effect on customer satisfaction. Trust was also found to have a direct effect on satisfaction. However, the moderating role of trust was significant only in the relationship between service quality and customer satisfaction. In contrast, its moderating effect on the relationship between customer value and satisfaction was found to be statistically insignificant. These findings provide empirical support for the SERVQUAL theory, the concept of customer value, and the performance-expectations model, while also reinforcing literature that highlights the importance of trust in sustaining customer relationships. From a practical standpoint, this research emphasizes the need for strategies that integrate service quality enhancement with the delivery of perceived value, accompanied by efforts to build and maintain trust as a reinforcing factor for satisfaction. This combination of strategies is expected to enhance positive customer experiences, foster loyalty, and sustain long-term relationships. Furthermore, this study offers valuable contributions for developing marketing strategies and managing customer relationships in the digital education sector, which faces increasingly intense competition and challenges in the era of technological transformation and globalization.

This study aims to analyze the influence of positive reinforcement and social anxiety on student learning activity in the Department of Office Management and Business Services (MPLB) at SMK Negeri in the South Jakarta area. The background of this research is based on the importance of creating a conducive learning environment through providing positive reinforcement and the importance of understanding the impact of social anxiety on student participation in the learning process. The method used in this study is a survey method with a quantitative approach. The study population consisted of 360 students spread across three schools. The sampling technique used was proportionate stratified random sampling with an error rate of 5%, so that a sample of 190 students was obtained. Data analysis was carried out using the Structural Equation Modeling (SEM) method based on Partial Least Square (PLS) through the SmartPLS 4.0 application. The analysis consists of three main stages, namely measurement model analysis (outer model), structural model analysis (inner model), and hypothesis testing. The results of the study show that positive reinforcement has a positive and significant effect on student learning activity. This means that the higher the application of positive reinforcement, the more active students are in participating in learning activities. On the other hand, social anxiety has a negative and significant influence on student learning activity. This shows that the higher the level of social anxiety experienced by students, the more active they will be in the learning process. These findings affirm the importance of the role of teachers in implementing learning strategies that encourage active student participation and pay attention to students' psychological aspects such as social anxiety in the teaching and learning process.

This study aims to examine in depth the influence of price, promotion, and switching barriers on customer loyalty of Telkomsel prepaid cards, with customer satisfaction as an intervening variable in Generation Z in West Palu District. This study is motivated by the intense competition in the telecommunications industry and the importance of maintaining customer loyalty amidst the increasing number of service options. Data were collected from 100 respondents who are active Telkomsel prepaid card users through questionnaires. Data analysis was conducted using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) approach using SmartPLS software version 4.0. The results show that the price variable has a significant direct effect on customer loyalty, but does not show a significant effect on customer satisfaction. Conversely, promotion has a significant effect on satisfaction, but does not directly affect customer loyalty significantly. Switching barriers are shown to have a significant effect on both satisfaction and loyalty, indicating that the higher the switching barriers, the more likely customers will remain loyal. In addition, customer satisfaction also significantly affects loyalty. Another important finding is that of the several indirect influences tested, only the path from promotion through satisfaction to loyalty was statistically significant. Therefore, this study suggests the importance of targeted promotional strategies and strengthening switching barriers as effective measures in retaining young customers who are prone to switching services. Furthermore, this study emphasizes that customer loyalty is not solely determined by competitive pricing factors, but is more complex and influenced by customers' emotional and psychological experiences, such as satisfaction with the service and perceptions of the ease or difficulty of switching to another service provider.

This research investigates the impact of tourist attractions, service quality, and electronic word of mouth (e-WOM) on visitors’ intention to revisit Sendang Tourism Village, located in Tulungagung, East Java. Additionally, the study explores the function of visitor satisfaction as an intermediary variable and digital promotion as a potential moderator. The study emerged from the concern over fluctuating visitor numbers despite Sendang’s rich appeal in terms of natural landscapes, cultural heritage, and traditional charm. A quantitative method was applied, making use of a structured data collection process structured survey distributed to 138 individuals who had previously visited the site. The data were examined through Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate and interpret the relationships between the research variables both the direct and mediated pathways between variables. This technique was chosen for its ability to explain complex relationships within behavioral research. The results reveal that tourist attraction, service quality, and e-WOM have a significant positive influence on revisit intention. Furthermore, tourist satisfaction was shown to act as a bridging variable between these predictors and return visits. On the other hand, digital promotion was not found to significantly moderate these effects. This indicates that digital marketing, while useful, may not independently boost visitor return rates unless paired with strong destination quality and positive visitor experiences. From a conceptual standpoint, the study contributes to tourism marketing discourse by incorporating both mediation and moderation into the revisit intention framework. In practical terms, the findings highlight the need for tourism managers to prioritize visitor satisfaction and enhance the core travel experience. Digital tools should complement rather than replace genuine service improvements and compelling destination features to effectively encourage repeat tourism.

This quantitative study investigates the antecedents of Brand Loyalty in Genshin Impact players by examining the mediating role of Customer Value in the relationship between Experiential Marketing and Product Quality. Data were collected from 80 active players in Malang City using a purposive sampling technique and analyzed using a Partial Least Squares Structural Equation Modeling (PLS-SEM) approach to examine the relationship between variables. The results revealed two distinct pathways to loyalty formation. First, Experiential Marketing demonstrated a significant influence on Brand Loyalty, both directly and indirectly through strong mediation by Customer Value. This suggests that emotional, sensory, and relational experiences during gameplay play a crucial role in creating perceived value and long-term engagement. Second, although Product Quality demonstrated a significant direct influence on Brand Loyalty, its influence was not significantly mediated by Customer Value. This indicates that while the game's graphical quality, system performance, and technical stability are highly appreciated, they do not automatically translate into customer value without a meaningful experience. This study concludes that in the Games-as-a-Service model, loyalty is built through a dual strategy: a combination of superior product appeal and holistic value creation derived from a rich, curated player experience. Therefore, game developers need to synergistically integrate experience and quality strategies to build long-term brand loyalty. The practical implications of these findings are highly relevant for game developers and digital marketers. Marketing strategies are no longer sufficient to simply highlight technical features or product specifications; they must also address the emotional and social dimensions experienced by players.

This study aims to examine the impact of 21st-century learning environment, digital competence, and learning motivation on student academic achievement at SMK Negeri 1 Bogor. Education plays a crucial role in shaping academic performance, especially in the face of the challenges of the digital era, where students are required to possess skills that are relevant to the needs of the 21st century. Therefore, it is essential to investigate how factors such as learning environment, digital competence, and learning motivation influence students' academic performance. This study uses a quantitative approach with a survey method and Structural Equation Modeling Partial Least Squares (SEM-PLS) data analysis technique. The population in this study consists of all students in grades X and XI in the Office Management and Business Services program at SMK Negeri 1 Bogor, totaling 281 students. A selected sample of 167 students was chosen using proportionate sampling based on the Slovin formula. The independent variables in this study include the 21st-century learning environment, digital competence, and learning motivation. The 21st-century learning environment consists of the family, school, and community environments, which play an important role in creating a conducive learning atmosphere. Digital competence refers to students' ability to use technology for learning, communication, and assessment. Meanwhile, learning motivation includes both internal and external factors that encourage students to achieve optimal learning outcomes. The results of the analysis show that all three variables—21st-century learning environment, digital competence, and learning motivation—have a positive and significant effect on students' academic achievement. This indicates that improvements in these three variables can contribute to enhancing students' academic performance at SMK Negeri 1 Bogor, ultimately helping them succeed in the globalized world.

This study aims to examine the influence of customer experience and service quality on customer loyalty, with customer satisfaction as a mediating variable. Using a quantitative approach and explanatory research method, data was obtained through the distribution of questionnaires to 96 respondents who were selected through purposive sampling techniques and were consumers of Warmindo "X" in Malang City. Data analysis was carried out using the Partial Least Square – Structural Equation Modeling (PLS-SEM) method with the help of the SmartPLS application. The results of the study show that customer experience and service quality have a significant effect on customer satisfaction. Furthermore, customer satisfaction has been proven to have a direct influence on customer loyalty. However, the quality of service does not have a direct influence on customer loyalty, thus showing the important role of the mediation variable. Customer satisfaction has been proven to be able to mediate the relationship between customer experience and service quality to customer loyalty. These findings are in line with the Expectancy-Disconfirmation theory, SERVQUAL, and Customer Experience Theory, which emphasize the importance of consumer perception of quality and experience in shaping satisfaction and loyalty. The practical implications of this study encourage Warmindo "X" managers in Malang City to consistently improve the quality of service and create a pleasant and memorable dining experience. These efforts are believed to increase satisfaction and maintain consumer loyalty in the long term, especially in the midst of increasingly competitive competition in the culinary industry. In addition, this research also makes a theoretical contribution in understanding the mediation mechanism in the relationship between service marketing variables. Further research is expected to explore additional variables such as price, dining atmosphere, or service personalization that may also affect customer loyalty.

The purpose of this paper is to examine the role of Green Intellectual Capital (GIC) in the development of waste-to-energy (WtE) technologies, which is of special relevance for the incineration plants in the Gulf Cooperation Council (GCC) countries. Although previous studies have focused primarily on technological and infrastructural aspects, this paper investigates the contribution of intangible assets such as green human, structural, and relational capital towards the performance and sustainability of WtE systems. Adopting a mixed-method approach, the results show that Green Structural Capital has the first place in supporting operational efficiency, followed by Green Human Capital and Green Relational Capital. The statistical analysis based on Structural Equation Modeling (SEM) shows that all GIC dimensions are positively related to plant performance, with institutionalized knowledge and systems as the most significant enablers of innovation. Qualitative findings also highlight constraints such as lack of training, unhandy knowledge systems, and poor public-private interaction. The findings recommend policy suggestions for promoting GIC assimilation within environmental infrastructure and provide a region-based theoretical model connecting knowledge-based resources and sustainable waste management practices. The study emphasizes the importance of integrating intellectual capital into the strategic decision-making process of waste-to-energy plants to enhance their operational effectiveness and long-term sustainability. Additionally, the research underlines that fostering a knowledge-sharing culture and enhancing collaboration between various stakeholders, including governmental bodies, private firms, and research institutions, is critical for the success of green initiatives. Training programs aimed at developing green human capital and improving public-private partnerships are essential to overcoming the current barriers to innovation in the WtE sector. This study has practical and scholarly implications in unifying the focus from just technology to the facilitating role of human and intellectual capital in green transformation, further bridging the gap between environmental sustainability and technological advancements in waste management.

This study investigates the interrelationship between digital collaboration platforms, sustainable supply chain integration, and organizational resilience across emerging economies. As global supply chains face increasing uncertainty and environmental challenges, digital transformation has become a strategic necessity for building sustainable and adaptive business networks. Using a quantitative research approach with data collected from multiple countries, the study employs Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine the hypothesized relationships among key variables. The results reveal that digital collaboration significantly enhances sustainable supply chain integration by improving transparency, coordination, and real-time information sharing among partners. Furthermore, sustainable supply chain integration is found to mediate the relationship between digital collaboration and organizational resilience, indicating that technology-driven collaboration must be complemented with sustainability-oriented practices to achieve long-term resilience. The findings also demonstrate consistent patterns across emerging economies, suggesting that the integration of digital and sustainable strategies represents a universal model for organizational strength and adaptability. This research contributes to the growing body of knowledge on digital transformation and sustainability by providing empirical evidence of their synergistic impact on resilience. It offers practical implications for managers and policymakers seeking to enhance competitiveness and sustainability through digital collaboration within complex global supply chain systems.

This study aims to analyze the impact of experiential marketing on repurchase intention, mediated by guest satisfaction at Aston Batam Hotel & Residence. The background phenomenon underlying this research is the discrepancy between the high number of guests staying and the low number of returning guests during the period from January to June 2024. Despite receiving many positive reviews, the hotel has yet to establish strong customer loyalty. This indicates a need to evaluate the hotel's marketing strategies and the guest experience it provides. A quantitative approach was adopted, employing the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method. A total of 130 respondents were obtained through the distribution of questionnaires using a five-point Likert scale, measuring guest perceptions of experiential marketing, guest satisfaction, and repurchase intention. The data were analyzed using SmartPLS software to test the validity, reliability, and relationships among the structural model variables. The results of the analysis show that experiential marketing does not have a direct significant effect on repurchase intention, but it has a positive and significant effect on guest satisfaction. Furthermore, guest satisfaction is proven to have a significant impact on repurchase intention. The findings also confirm that guest satisfaction acts as a mediating variable in the relationship between experiential marketing and repurchase intention. The conclusion of this study emphasizes that guest satisfaction is a crucial factor in building customer loyalty and encouraging the intention to repurchase. Therefore, the hotel needs to enhance the quality of the customer experience holistically—not only focusing on service delivery but also creating meaningful and memorable impressions. In the highly competitive hospitality industry, delivering impactful and satisfying experiences is key to retaining customers and increasing guest retention. This study provides both theoretical and practical contributions to the development of experience-based marketing strategies and offers a deeper understanding of the role of guest satisfaction as a key driver of customer loyalty.

This study aims to examine the mediating role of Organizational Citizenship Behavior (OCB) in the relationship between Perceived Organizational Support (POS), Perceived Organizational Commitment (POC), and employee performance in a state-owned enterprise in Indonesia. In the context of growing public expectations for improved service quality, organizations are challenged to enhance employee performance not only in formal roles but also in discretionary behaviors. Based on Social Exchange Theory (SET), this research proposes that POS and POC can affect performance both directly and indirectly through OCB. Data were collected through a census of 138 permanent employees at PT Jasa Raharja, East Java Branch. The analysis employed Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the hypothesized relationships. The findings show that POS has a significant positive influence on both OCB and employee performance. On the other hand, POC significantly influences OCB but does not have a direct impact on performance. The results also reveal that OCB plays a partial mediating role in the relationship between POS and performance, while it acts as a full mediator in the relationship between POC and performance. These findings emphasize the importance of fostering OCB within the organization to optimize the impact of support and commitment on employee performance. Encouraging voluntary, extra-role behaviors can bridge the gap between how employees perceive organizational treatment and how they perform. The study suggests practical implications for human resource management in public sector institutions. Policies should focus on building a supportive and engaging work climate that enhances affective commitment and acknowledges employee contributions beyond formal duties. Doing so will not only improve individual performance but also contribute to broader organizational effectiveness in a competitive and service-oriented environment.

This study explores the influence of Corporate Social Responsibility (CSR) on brand equity through consumer trust across five ASEAN countries: Indonesia, Malaysia, Thailand, Vietnam, and the Philippines. In today's global market, CSR is recognized as a vital strategy for multinational corporations (MNCs) seeking to enhance brand loyalty, reputation, and consumer trust. The research adopts a quantitative approach, using a survey administered to 400 consumers to measure perceptions of CSR, trust, and brand equity. Structural Equation Modeling (SEM) was employed to analyze the data and test the mediating role of consumer trust in the relationship between CSR activities and brand equity. The results indicate that CSR initiatives, particularly those focused on environmental sustainability and community engagement, significantly enhance consumer trust. This trust, in turn, positively influences brand equity, emphasizing the critical role of CSR in building long-term consumer relationships. Additionally, the study highlights the importance of cultural sensitivity in CSR strategies, with varying perceptions of CSR across the five ASEAN countries. Collectivistic cultures such as Vietnam and Thailand responded more positively to CSR activities that focused on community welfare, while individualistic cultures like Indonesia and the Philippines valued transparency and ethical practices. These findings suggest that MNCs must tailor their CSR strategies to align with local cultural norms and consumer expectations to maximize their impact on consumer trust and brand equity. The study provides valuable insights for MNCs operating in diverse markets, emphasizing CSR as a strategic tool for enhancing corporate value and brand loyalty.

In the rapidly changing digital and global era, organizations are required to be adaptive and innovative to survive and compete sustainably. Employee performance is one of the strategic factors in supporting organizational success. This research is motivated by the urgency of improving performance through innovative work behavior (IWB) and work engagement, which are considered two key elements in addressing the challenges of modern organizations. The main objective of this study is to analyze the effect of IWB on employee performance and evaluate the mediating role of work engagement in this relationship. This study uses a quantitative approach with the Structural Equation Modeling Partial Least Square (SEM-PLS) method, and was conducted on employees of the Batu City Regional Disaster Management Agency (BPBD). The results of the analysis indicate that IWB has a positive and significant influence on work engagement and employee performance. In addition, work engagement is also proven to act as a partial mediator that strengthens the relationship between IWB and performance. This means that the higher the innovative behavior of employees, the higher their engagement in work, which ultimately has a positive impact on performance improvement. These findings enrich the theoretical literature, particularly supporting theoretical frameworks such as Social Exchange Theory, Self-Determination Theory, Job Demands-Resources Model, and Conservation of Resources Theory. Practical implications of this research suggest that organizations need to create a work environment that supports innovative behavior and enhances employee work engagement by providing autonomy, recognition, and opportunities for self-development. This research suggests further studies to explore other contextual factors, such as organizational culture, transformational leadership, and supervisor support, which have the potential to strengthen the relationship between IWB, work engagement, and employee performance in various organizational sectors.  

This study investigates the influence of the Selena application’s service features on job satisfaction among sales personnel at PT Pegadaian Kanwil VII Denpasar, with the interest in using technology serving as a mediating variable. The research is motivated by the growing importance of digital applications in supporting operational performance and employee satisfaction, especially in the financial services sector. A quantitative causal research approach was employed to examine the relationships between the variables. Data were obtained through questionnaires distributed to respondents and supplemented with interviews to gain deeper insights. The sample consisted of 50 active sales personnel operating in the Bali region, selected using purposive sampling to ensure relevance to the research objectives. Data analysis was carried out using Structural Equation Modeling with the Partial Least Square (SEM-PLS) method through the WarpPLS 8.0 application. This analytical approach was chosen because it is effective in testing complex causal relationships and mediation effects, even with relatively small sample sizes. The findings reveal that the service features of the Selena application have a positive and significant effect on job satisfaction. Furthermore, the service features also exert a positive and significant influence on employees’ interest in using technology. The interest in using technology itself positively and significantly affects job satisfaction, confirming its role as an important factor in enhancing workplace outcomes. In addition, the mediation test results demonstrate that the interest in using technology significantly mediates the effect of service features on job satisfaction. These results highlight the importance of continuously improving application service features and fostering employees’ willingness to adopt technology to maximize job satisfaction and overall performance.

This study aims to analyze the impact of internal control systems and service quality on accountability and work culture at LP3I Banda Aceh. Specifically, it investigates how internal control systems influence accountability and work culture, as well as the effect of service quality on both accountability and work culture. Additionally, the research explores the role of work culture as a moderating variable in the relationship between internal control systems, service quality, and accountability. The study involves two exogenous variables, namely internal control systems and service quality, and one endogenous variable, accountability. Work culture is treated as a moderating variable. The research population includes employees and lecturers at LP3I Banda Aceh, with a total of 53 respondents in the sample. The analysis was conducted using Structural Equation Modeling (SEM) with PLS 3.0 software. The findings reveal that both internal control systems and service quality partially affect accountability and work culture. More specifically, internal control systems have a positive effect on accountability, indicating that effective internal controls contribute to higher levels of accountability within the institution. Likewise, service quality also influences accountability, suggesting that improving the quality of services leads to better accountability outcomes. Furthermore, work culture is shown to have a significant impact on accountability, reinforcing the idea that a positive work culture fosters higher levels of accountability. Importantly, the study demonstrates that work culture acts as a moderating variable, enhancing the relationship between internal control systems, service quality, and accountability. This indicates that a strong work culture can amplify the positive effects of internal control systems and service quality on accountability, contributing to the overall effectiveness of the institution.

This study aims to empirically analyze the influence of product quality and service quality on customer satisfaction, with purchase decisions as a mediating variable, specifically among Alfamart consumers in the Singosari area, Malang Regency. The background of this research stems from the increasing competition in the modern retail sector, which requires companies to understand the key factors influencing customer satisfaction and loyalty. In this context, product quality and service quality are considered essential elements that shape customer perceptions and influence their purchasing decisions. A quantitative approach with an explanatory research design was used in this study. The sample was selected using purposive sampling, involving 97 respondents who had made purchases at Alfamart at least twice within the last three months. Data collection was conducted through the distribution of structured questionnaires, which included items measuring perceptions of product quality, service quality, purchase decisions, and customer satisfaction. The data were analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method to examine the relationships among variables comprehensively and simultaneously. The results of the analysis show that both product quality and service quality have a significant and positive effect on purchase decisions and customer satisfaction. Moreover, purchase decisions are proven to significantly mediate the influence of both product and service quality on customer satisfaction. This indicates that the purchase decision acts as a crucial mechanism linking the effect of quality to overall satisfaction. These findings contribute theoretically to the consumer behavior literature in the modern retail context and offer practical implications for retail management, such as Alfamart. Retailers are encouraged to focus on improving both product offerings and service delivery as strategic efforts to enhance customer experience. By doing so, they can effectively increase customer satisfaction and strengthen customer loyalty in the long term.

This study aims to examine the effect of digitalization and automation on employee performance, with job satisfaction as a mediating variable. The background of this research is based on the dynamics of modern organizations that are required to continuously adapt to technological developments, particularly in the era of digital transformation. The implementation of digital technology and automation systems has become a key strategy for improving operational efficiency, accelerating work processes, and optimizing workforce productivity. However, this transformation also poses new challenges, particularly regarding how technology impacts employee job satisfaction and overall performance. This study employed a quantitative approach with a survey method. A questionnaire using a 4-point Likert scale was distributed to 65 employees of the Karanganyar Regency Environmental Agency. Data collection was conducted directly, and data analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS) to examine the relationships between variables and the mediating role of job satisfaction. The results indicate that digitalization and automation have a positive and significant impact on employee performance. Furthermore, job satisfaction was also shown to play a significant mediating role in strengthening the influence of digitalization and automation on performance. These findings demonstrate that the success of technology implementation in the workplace is not solely determined by technical aspects, but also depends heavily on how the technology improves employee well-being and job satisfaction. Therefore, organizations need to consider employee psychological aspects at every stage of their digital transformation. This research provides theoretical and practical contributions to understanding the role of digitalization and automation in improving employee performance through a job satisfaction-oriented approach.

This study aims to analyze the effect of service quality on repurchase intention with customer satisfaction as a mediating variable at Pandan View Mandeh Resto. The study was conducted with a quantitative approach and used a causal associative design to explain the relationship between variables. The population in this study were all customers who had received services and consumed food and drinks at Pandan View Mandeh Resto within the past year, with a minimum age requirement of 17 years. The sample set was 130 respondents and was obtained through questionnaire distribution. Data collection was carried out using a questionnaire instrument that had been prepared based on indicators from the research variables. Furthermore, the data obtained were analyzed using the Partial Least Square - Structural Equation Modeling (PLS-SEM) method with the help of the Smart-PLS application. The analysis carried out included outer model testing (validity and reliability), inner model testing (relationships between latent variables), hypothesis testing, and mediation testing. The results showed that service quality has a positive and significant influence on customer satisfaction. Furthermore, customer satisfaction has been shown to have a positive and significant effect on repurchase intention. Furthermore, service quality also has a significant positive effect on repurchase intention. Mediation analysis shows that customer satisfaction acts as a partial mediator in the relationship between service quality and repurchase intention. This means that some of the influence of service quality on repurchase intention occurs through customer satisfaction, while others occur directly. These findings emphasize the importance of maintaining and improving service quality to create satisfaction, which in turn impacts customer loyalty.

This research explores the influence of customer satisfaction on the financial performance of Perumda Tirtanadi, with a particular focus on the digital service system as a moderating factor. The study is driven by the growing urgency for digital innovation in public service sectors, particularly in the wake of the COVID-19 pandemic, which significantly altered customer engagement patterns. A quantitative method is adopted, employing Partial Least Squares–Structural Equation Modeling (PLS-SEM) using the SmartPLS 4 software to process the collected data. The analysis demonstrates that both customer satisfaction and digital services have independent and significant positive effects on financial outcomes. However, the interaction between these two variables does not show a statistically significant moderating effect. These findings underline the value of digital infrastructure as a strategic internal resource that supports financial growth. Nevertheless, the minimal moderating impact suggests that a portion of customers either lack access or sufficient skills to effectively utilize the available digital platforms. This study adds to the current body of knowledge by examining the interplay between digital transformation and customer satisfaction in shaping financial performance, framed through the Resource-Based View (RBV) theory. The research suggests that improving digital literacy and promoting better adoption of digital tools among customers is essential to fully capitalize on the benefits of technological advancement. Furthermore, it highlights the need for continuous training and support to ensure that all customers can engage with digital services effectively, thereby enhancing overall satisfaction and financial performance. By addressing these gaps, organizations can foster a more inclusive digital environment that benefits both the customers and the service providers.

This study explores the key determinants of field engineer efficiency in the field service industry by analyzing the impact of self-efficacy, resource management, and time management on operational performance. Employing a quantitative research approach, data were collected using saturated sampling from 102 field engineers and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The measurement model showed robust psychometric properties, satisfying the thresholds for convergent validity, discriminant validity, and internal consistency reliability. The structural model results indicate that all three independent variables significantly influence field engineer efficiency. Self-efficacy was found to have the strongest effect (β = 0.421, p < 0.001), followed by resource management (β = 0.347, p < 0.001) and time management (β = 0.289, p < 0.001). The model accounts for 68.7% of the variance in field engineer efficiency, reflecting strong explanatory power and predictive accuracy. Among these variables, self-efficacy emerged as the most dominant factor, suggesting that field engineers' belief in their ability to perform tasks is a critical driver of operational success. High self-efficacy enhances motivation, resilience, and effective problem-solving under pressure, making it essential in dynamic and unpredictable field environments. Resource and time management also play crucial roles in supporting engineers' ability to complete tasks efficiently by ensuring optimal allocation of tools, equipment, and time. The findings provide practical implications for field service organizations aiming to improve workforce performance. Investing in training programs that strengthen self-efficacy, combined with systematic improvements in resource and time management practices, can significantly enhance operational outcomes. By prioritizing these factors, organizations can boost engineer efficiency, reduce operational costs, and improve service delivery, ultimately gaining a stronger competitive advantage in the industry.