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This study aims to analyze the influence of employee performance and public service quality on public satisfaction at the Banjar Tanggul Village Office, Pungging District, Mojokerto Regency. The background of this study is based on the understanding that village employees are the spearhead of public services, so good performance is a crucial factor in building public trust. In addition, professional public service quality is also a key component in creating public satisfaction. Good public service quality is a fundamental requirement for increasing citizens' trust in government institutions. The research method used is quantitative with an associative approach. The research sample consisted of 38 respondents determined using a purposive sampling technique. Data collection was carried out through questionnaires, then analyzed using multiple linear regression methods to test the effect of independent variables on the dependent variable. The results showed that employee performance has a positive and significant effect on public satisfaction. Similarly, the quality of public services has a significant positive effect on the level of public satisfaction. Simultaneously, these two variables have been proven to play an important role in increasing public satisfaction with village government services. The conclusion of this study is that the better the employee performance and the higher the quality of public services, the higher the public satisfaction. Therefore, village governments are advised to continuously improve their staff performance and service systems. Continuous improvement is key to achieving professional and satisfying public services. The implications of this research emphasize that employee professionalism, public service quality, and good village governance are crucial for building public satisfaction and trust.

Pada masa kepengurusan sebelumnya, BUMDes Teluk Bakau belum berjalan secara maksimal, sehingga belum dapat memberikan sumbangan terhadap PADes. Oleh karena itu, penelitian ini bertujuan untuk mengkaji bentuk inovasi yang diterapkan oleh BUMDes Teluk Bakau dalam upaya meningkatkan perekonomian masyarakat desa pada tahun 2023. Penelitian ini mengacu pada teori inovasi yang dikemukakan oleh Geoff Mulgan dan David Albury (2003), serta menggunakan menggunakan pendekatan deskriptif kualitatif. Informan penelitian ini mencakup unsur Pemerintah Desa, Direktur BUMDes “Bina Sejahtera”, BPD, Tokoh Masyarakat, serta pihak ketiga (kemitraan) yang diperlukan untuk mendapatkan informasi terkait BUMDes dalam meningkatkan ekonomi masyarakat desa. Hasil penelitian ini menunjukkan bahwa (1) Inovasi produk, yang dijalankan oleh BUMDes berhasil menciptakan dan mengembangkan produk baru yang memanfaatkan potensi lokal, menciptakan peluang kerja dan membantu meningkatkan pendapatan masyarakat desa. (2) Inovasi proses, Pemerintah Desa memberikan dukungan berupa pelatihan kepada pengurus BUMDes untuk memperkuat kemampuan dalam mengelola unit usaha, menerapkan surat perjanjian yang sebelumnya tidak ada. (3) Inovasi metode pelayanan, pada inovasi ini BUMDes hanya melakukan optimalisasi terkait komunikasi antara BUMDes dengan masyarakat. (4) Inovasi strategi kebijakan, sejauh ini BUMDes tidak ada inovasi baru terkait strategi kebijakan, hanya menekankan keterbukaan dan keterlibatan masyarakat melalui pelaksanaan rapat monitorng dan evaluasi setiap tiga bulan sekali, pendekatan ini berperan penting dalam membangun kepercayaan masyarakat. (5) Inovasi sistem, BUMDes mampu membangun kemitraan dengan berbagai pihak eksternal. Inovasi ini merupakan inovasi baru. Kemitraan ini mencerminkan kapasitas BUMDes dalam memperluas jaringan kerja, meningkatkan pendapatan unit usaha, serta membuka peluang ekonomi terhadap kesejahteraan masyarakat.

Service quality is a vital element that must be prioritized to achieve excellence in public service delivery. It serves as the cornerstone for any institution, directly influencing public satisfaction. Such satisfaction can only be realized when services are delivered effectively, efficiently, and in alignment with the community’s needs. This study aims to assess the quality of public services at the Plampang Village Office and identify factors that hinder its enhancement in 2022. Using a descriptive method with a qualitative approach, the research explores and analyzes various phenomena, events, social activities, attitudes, beliefs, perceptions, and community perspectives, both on an individual and collective level. The findings reveal that the assurance dimension of service quality received favorable feedback from service users. However, other dimensions still exhibit notable deficiencies, such as the public’s limited awareness of service standards, the small size of service spaces, and inadequate facilities, such as computers and laptops, which often experience technical issues, leading to delays in service completion.

This narrative review aims to explore the transformation of occupational health and safety (OHS) in the era of healthcare digitalization. The background highlights the increasing complexity of hospital services and the urgent need to integrate digital innovation into OHS programs. The method used was a narrative review based on 32 articles published between 2020 and 2025, selected through systematic search in PubMed, Scopus, ScienceDirect, and Google Scholar. The findings indicate that digital health technologies, including wearable devices, electronic incident reporting systems, and mobile applications for infection control, significantly enhance the effectiveness of OHS by improving compliance, strengthening safety culture, and reducing hospital-acquired infections and adverse events. Nevertheless, challenges remain regarding infrastructure readiness, digital literacy, and data security. The implications of this study suggest that hospitals and policymakers should consider digital-based OHS strategies as an integral part of patient safety improvement and quality health services.

This study investigates the impact of taste and service quality on customer loyalty, with customer satisfaction serving as a mediating variable, at Dapoer MbokSum Kediri. The research adopts a quantitative approach, utilizing both primary and secondary data sources. Primary data were obtained through the distribution of structured questionnaires to customers, while secondary data were collected via interviews with the business owner and direct field observations to gain a deeper understanding of operational practices. A total of 120 respondents were selected through accidental sampling, ensuring that participants met specific criteria relevant to the study objectives. The data analysis was conducted using SmartPLS 4.0, incorporating validity and reliability testing to ensure the robustness of the measurement instruments, as well as hypothesis testing to evaluate the relationships between variables. The results of the analysis indicate that both taste and service quality exert significant and positive influences on customer satisfaction. Furthermore, service quality demonstrates a significant and direct positive effect on customer loyalty. In contrast, taste does not show a direct influence on loyalty, suggesting that its effect on loyalty is more indirect and mediated by satisfaction Additionally, the mediation analysis confirms that customer satisfaction plays a critical role in linking both taste and service quality to customer loyalty. This implies that while customers may appreciate the taste of food, it is their overall satisfaction—encompassing both taste and service experiences—that ultimately drives loyalty. The study highlights the importance for culinary businesses, particularly in the competitive food service industry, to focus not only on product quality but also on delivering excellent service to enhance satisfaction and foster long-term customer relationships. The findings provide practical insights for Dapoer MbokSum Kediri and similar establishments to strategically prioritize service quality improvements alongside maintaining food taste to maximize customer retention and loyalty.

This study aims to analyze the influence of service quality and facilities on customer satisfaction at Tiki 0259 Outlet in Bekasi Regency. In the era of increasingly competitive logistics service industry, customer satisfaction is the key to the sustainability and growth of the company. Tiki 0259, as one of the providers of goods delivery services, must be able to maintain service quality and provide adequate facilities to maintain customer loyalty. The research method used is quantitative with a survey approach. Data were collected by distributing questionnaires to customers who have used Tiki 0259 services in the last six months. Data analysis techniques used validity and reliability tests, multiple linear regression, and t-tests to test the influence of each independent variable on customer satisfaction as the dependent variable. The results showed that service quality and facilities had a positive and significant effect on customer satisfaction. The test showed that the facility variable had a more dominant influence compared to service quality, evidenced by the t-value of 20.075 which was greater than the t-table of 2.021 and a significance value of 0.000 <0.05. This means that improved facilities, such as comfortable waiting rooms, comprehensive digital services, and easy access to information, have a direct impact on customer satisfaction. These findings indicate the importance of continued investment in facility improvements and staff training to enhance service. Tiki management is advised to continuously evaluate available facilities and ensure professional, prompt, and friendly customer service. This way, Tiki 0259 can maintain customer loyalty and increase its competitiveness in the delivery services market. This research also provides empirical support for customer satisfaction-based service development strategies in the local logistics sector.

This study aims to determine and analyze the influence of product quality, service quality, and customer trust on insurance product purchasing decisions at PT AIA Financial at BCA KCP Raden Saleh, Central Jakarta. The background of this study is based on the importance of understanding the factors that influence purchasing decisions, especially in the insurance industry, which is intangible and highly dependent on customer perception and trust. This study uses primary data collected through questionnaires distributed to 47 respondents, namely PT AIA Financial customers who have purchased insurance products at the research location. The research instrument is compiled based on variable indicators whose validity and reliability have been tested. The data analysis method used is a quantitative method with a multiple linear regression analysis approach through the assistance of SPSS software version 26. Product quality is measured through the dimensions of performance, durability, suitability, and features; service quality is assessed from the aspects of reliability, responsiveness, assurance, empathy, and physical evidence; while customer trust is seen from the reliability of the company, agent integrity, and clarity of information. The results of the study indicate that product quality, service quality, and customer trust partially and simultaneously have a positive and significant effect on insurance product purchasing decisions. This means that the higher the quality of the products and services provided, and the greater the customer trust, the higher the customer's tendency to purchase PT AIA Financial's insurance products. This finding implies that the company needs to continuously maintain and improve its product quality, provide excellent service, and build and maintain customer trust through transparent communication, clear product education, and a commitment to service promises. This way, long-term relationships with customers can be maintained and customer loyalty can be enhanced.

Dalam rangka menurunkan angka kesakitan dan kematian bayi, Dari data WHO tahun 2019 memperkirakan 85,5% bayi per 1000 kelahiran hidup (Under Five Mortality), ibu yang mempunyai bayi tidak melakukan pijat pada bayinya tiap tahunnya, sedangkan bayi yang dipijat tiap tahunnya hanya 14,5%. Pijat bayi adalah memberikan sentuhan pada tubuh bayi yang bermanfaat untuk menstimulasi tumbuh kembang bayi dan sebagai salah satu cara untuk mengungkapkan kasih sayang orangtua terhadap bayinya. Jenis penelitian ini bersifat deskritif dengan menggunakan kuesinior yang bertujuan untuk mengetahui Gambaran pengetahuan ibu yang mempunyai bayi usia 0-12 bulan tentang pijat bayi dan populasi dalam penelitian ini adalah seluruh ibu bayi yang ada di Dusun IV Desa Serbajadi  Tahun 2022 dengan menggunakan Total sampling sebanyak 40 orang. Dengan menggunakan 20 pertanyaan hasil penelitian didapatkan 40 responden, bahwa responden dengan kategori baik hasil penelitian yang ditemukan bahwa gambaran pengetahuan ibu yang mempunyai bayi usia 0-12 bulan tentang pijat bayi berpengetahuan kurang, penelitian menunjukkan bahwa kurangnya pengetahuan ibu tentang pijat bayi sebanyak 93% sedangkan ibu yang pengetahuan baik sebanyak 7%. Dari hasil penelitian ini diharapkan kepada tenaga kesehatan khususnya bidan di Dusun IV desa Serbajadi agar lebih lagi ditingkatkan pengetahuan tentang Pijat bayi sehingga bertujuan untuk memberikan pelayanan kesehatan yang baik dan terampil.

This study aims to examine the strategic role of the Cieurih Community Health Center in increasing public awareness of healthy lifestyles, particularly in the Cipaku Sub-district. Employing a qualitative descriptive approach, data were collected through observation, in-depth interviews with key stakeholders, and documentation of program activities. The collected data were analyzed using three stages: data reduction, data presentation, and drawing conclusions with verification to ensure validity. The analysis focuses on three main dimensions of the Health Center’s role: (1) Interpersonal Role, which involves direct interaction with the community to build trust, encourage participation, and foster behavioral change; (2) Informational Role, which encompasses the dissemination of accurate health information, educational campaigns, and correction of misinformation; and (3) Decisional Role, which relates to planning, implementing, and evaluating health programs in response to local needs.The findings reveal that the Cieurih Community Health Center has made significant contributions to raising awareness and promoting healthy living practices through these roles. Initiatives such as health counseling, mobile clinic services, and collaborative activities with community leaders have shown positive influence. However, the study also identifies persistent challenges, including low levels of community participation, insufficient financial and human resources, and the strong influence of traditional cultural practices and misinformation that hinder optimal outcomes. To address these obstacles, adaptive strategies are necessary. Recommendations include the development of personalized approaches tailored to the socio-cultural context, the use of innovative communication methods such as social media and visual storytelling, and the strengthening of cross-sectoral collaboration with educational institutions, religious leaders, and local government agencies. These measures are expected to enhance community engagement, improve the accuracy and reach of health information, and sustain the long-term impact of health promotion programs.

The current business world is developing in a fast and dynamic global economic environment, creating new challenges for business actors. In the marketing sector, this condition is characterized by increasingly fierce competition. Companies are required to adapt to diverse consumer preferences and needs. In the marketing process, several factors influence purchasing decisions, including store atmosphere, service quality, and product variety. This study aims to analyze the influence of store atmosphere and service quality on purchasing decisions, with product variety as a moderating variable. This study was conducted at the 3 Saudara Clothing Store in Tangerang Regency. The research population was all store visitors, with a sample of 155 respondents obtained using non-probability sampling techniques, specifically accidental sampling. Data collection was carried out through questionnaires, while data analysis used SmartPLS software version 4.0. The results of the study show: (1) Store atmosphere has a significant effect on purchasing decisions; (2) Service quality has a significant effect on purchasing decisions; (3) Product variety moderates the relationship between store atmosphere and purchasing decisions; and (4) Product variety moderates the relationship between service quality and purchasing decisions. These findings indicate that store atmosphere and service quality play a significant role in driving purchasing decisions, and this influence can be amplified through product diversity. Therefore, maintaining a comfortable and attractive store environment, improving service quality, and providing a wide product variety are important strategies for retail stores in facing increasingly competitive markets.

Perkembangan produktivitas tenaga kerja Indonesia menunjukkan tren positif dalam beberapa tahun terakhir, di mana pada periode 2018–2022 produktivitas meningkat sebesar 4,8% dengan capaian tertinggi pada tahun 2022 mencapai Rp86,55 juta per pekerja per tahun. Potensi kelautan dan perikanan yang besar menjadi salah satu modal penting dalam mendorong pertumbuhan ekonomi nasional. Proyeksi pertumbuhan Produk Domestik Bruto (PDB) Indonesia pada tahun 2025 diperkirakan berada pada kisaran 4,9% hingga 5%, yang didorong oleh belanja publik yang terarah serta peningkatan investasi di berbagai sektor strategis. Pada tahun 2024, jumlah lapangan kerja diperkirakan mencapai 144,64 juta orang dengan pertumbuhan lapangan kerja baru yang berkontribusi terhadap penurunan tingkat pengangguran. Indeks Pembangunan Manusia (IPM) mengalami peningkatan dari 71,92 pada tahun 2023 menjadi target 72,51 pada tahun 2025, yang mencerminkan perbaikan kualitas pendidikan, kesehatan, dan standar hidup masyarakat. Rasio Gini, sebagai indikator ketimpangan pendapatan, menurun menjadi 0,380 pada akhir tahun 2024, menunjukkan peningkatan pemerataan pendapatan. Dari sisi pelayanan kesehatan, data alokasi BPJS Kesehatan pada tahun 2024 mencatat 102,8 juta data sampel yang tersedia, mencerminkan cakupan layanan kesehatan yang luas. Sementara itu, dari sisi fiskal, total penerimaan pajak dalam APBN 2024 diperkirakan mencapai Rp2.309,86 triliun dengan realisasi sementara sebesar Rp869,50 triliun, di mana penerimaan pajak termasuk pajak penghasilan dan pajak pertambahan nilai menunjukkan tren peningkatan dalam beberapa tahun terakhir. Belanja negara diperkirakan mencapai Rp3.325,12 triliun yang diharapkan mampu mendukung pemerataan dan keberlanjutan pembangunan nasional.

Effective communication is an important indicator of patient safety, and the Situation, Background, Assessment, Recommendation (SBAR) method has been proven to enhance the accuracy and efficiency of information exchange among healthcare professionals. This study aims to determine the relationship between effective SBAR communication and patient safety as well as follow-up management at RSU Mitra Sejati in 2025. This research employed a cross-sectional design with a population of all nurses (180 respondents) selected through total sampling, and data were analyzed using the chi-square test at α=0.05. The results showed that 59.4% of respondents demonstrated good SBAR communication and 58.3% complied with patient safety standards, with statistical tests indicating a significant relationship between SBAR communication and patient safety (p=0.000). These findings confirm that proper implementation of SBAR communication contributes to improving patient safety; therefore, continuous training and consistent application of SBAR are recommended to strengthen the culture of patient safety in hospitals.

Penelitian ini membahas relevansi integritas Kristus sebagaimana dicontohkan dalam Matius 4:1–11 sebagai dasar etika profesional dan spiritual bagi guru-guru Kristen. Dalam kisah pencobaan di padang gurun, Yesus menunjukkan keteguhan hati dan kesetiaan terhadap firman Tuhan, tanpa kompromi terhadap godaan kuasa, kekayaan, dan pengakuan. Sikap ini menjadi model sempurna integritas, yang tidak hanya bersifat moral tetapi juga spiritual. Guru Kristen sebagai pendidik dan pembentuk karakter generasi masa depan, diharapkan hidup selaras antara ucapan, prinsip, dan tindakan, sebagaimana Kristus meneladankan.Melalui pendekatan kualitatif deskriptif berbasis studi pustaka, penelitian ini menganalisis prinsip-prinsip integritas Kristus dan implikasinya dalam dunia pendidikan Kristen. Hasil penelitian menunjukkan bahwa integritas guru Kristen berdampak langsung terhadap efektivitas pendidikan karakter, kepercayaan peserta didik, dan kredibilitas lembaga pendidikan. Namun, tantangan besar juga diidentifikasi, seperti tekanan profesional, relativisme moral, dan godaan kompromi nilai.Strategi pembinaan integritas meliputi penguatan disiplin rohani, pelatihan etika Kristen, mentoring oleh figur teladan, serta dukungan institusional dari gereja dan sekolah. Guru Kristen dipanggil tidak hanya mengajar pengetahuan, tetapi juga menjadi pemimpin rohani yang mencerminkan kehidupan Kristus. Dengan menjadikan integritas sebagai inti dari pelayanan pendidikan, guru mampu menjadi terang dan garam bagi dunia pendidikan yang tengah menghadapi krisis moral. Oleh karena itu, implementasi integritas Kristus menjadi kebutuhan mendesak dalam membentuk guru Kristen yang profesional, beriman, dan berpengaruh secara transformatif.

The public’s demand for excellent service encourages the government to continuously innovate. In response, the Population and Civil Registration Office of Pangandaran Regency developed an innovation called the mobile service pickup program. This innovation integrates offline services to accelerate and simplify the processing of population documents, particularly in the issuance of birth certificates. The mobile service pickup program is designed to improve the efficiency, effectiveness, and transparency of public services in the field of population administration in Pangandaran Regency. This study refers to the innovation theory by Everett M. Rogers, as cited in Prabowo H. (2022), which states that there are five attributes of innovation that influence its acceptance: relative advantage, compatibility, trialability, and observability. The research method used in this study is qualitative descriptive, with data collected through interviews, documentation, and observation. Meanwhile, informants were selected purposively to obtain relevant and in-depth data. The research results reveal that the mobile service pickup program innovation has not yet been optimally implemented, with time effectiveness being a crucial factor for the community. Therefore, this innovation must continue to be developed to gain wider acceptance among the public.

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.

Product quality, price, and service are important aspects that greatly influence consumer purchasing decisions, especially in the highly competitive snack retail sector. This study aims to analyze in depth the influence of product quality, price, and service quality on consumer purchasing decisions at the Griyo Snack Shop Sri Sumingan. This study uses a quantitative approach with a survey method. The data collection technique was carried out by distributing questionnaires with a Likert scale to 175 respondents selected using the accidental sampling method, namely sampling based on anyone who accidentally met the researcher and qualified as a consumer. The data obtained were then analyzed using multiple linear regression analysis with the help of SPSS version 23 software. The results of the t-test showed that the variables of product quality, price, and service quality each had a significant influence on consumer purchasing decisions, evidenced by a significance value of 0.000 (less than 0.05). Meanwhile, the F test showed that simultaneously the three variables also had a significant influence on purchasing decisions, with an F-value of 308.162 and a p-value of 0.000. The coefficient of determination (R²) of 0.844 indicates that 84.4% of the variability in consumer purchasing decisions can be explained by product quality, price, and service quality, while the remaining 15.6% is influenced by other factors outside the research variables. This finding implies that business actors in the snack retail sector must pay attention to and improve their product quality, set competitive prices, and provide optimal service to maintain and increase consumer loyalty.  

Population administration services at the village level often face various challenges, such as technological limitations, lack of outreach, and low digital literacy among the community. These conditions hinder the provision of fast and efficient services, particularly in the KTP (National Identity Card) issuance process. Therefore, innovation in services is needed, one of which is the implementation of digital KTPs. This study aims to analyze the implementation of digital KTP services in Kelong Village, Bintan Pesisir District, Bintan Regency. This service is part of the government's efforts to digitize population administration, which is expected to improve the efficiency and quality of public services at the village level. The approach used in this study is descriptive qualitative, with data collection techniques through in-depth interviews, observation, and documentation. The theory used for analysis is the policy implementation theory of Van Horn and Van Meter, which involves six main indicators. The results show that the digital KTP service in Kelong Village has been implemented since 2022 and provides convenience for the community, especially in terms of service speed and the friendly attitude of village officials. The community feels that obtaining their KTPs is faster than the previous manual procedure. Furthermore, village officials demonstrated a friendly and helpful attitude during the service process, enhancing the community's positive experience. However, this study also identified several challenges in implementing digital ID card services, such as a lack of public awareness regarding the procedures and benefits of digital ID cards. Limited technological devices and unstable internet connections also hampered smooth service delivery. Furthermore, low levels of digital literacy in the community made it difficult for some to access the service effectively.

The implementation of digitalization in the healthcare sector through the Integrated Referral sistem (Sistem Informasi Rujukan Terintegrasi/SISRUTE) offers significant opportunities to expand access and improve the quality of healthcare services, especially in remote and underserved areas of Indonesia. This paper aims to analyze the challenges of implementing SISRUTE from a legal perspective, focusing on the principle of equitable healthcare access. The study uses a normative juridical approach combined with literature analysis, examining national regulations, including Law No. 17 of 2023 on Health, Government Regulation No. 47 of 2021 on Hospital Administration, and supporting ministerial policies. The research identifies several barriers that hinder the effectiveness of SISRUTE implementation, such as uneven distribution of digital infrastructure, limited internet connectivity, lack of adequately trained healthcare personnel, and the absence of supporting local regulations that align with national policy frameworks. These challenges create disparities in the utilization of SISRUTE, particularly in rural and remote areas, undermining the constitutional mandate for equal access to health services. From a legal standpoint, the principle of equity in healthcare has yet to be fully realized through SISRUTE due to these systemic gaps. The study concludes that strategic efforts are needed to improve intergovernmental coordination, harmonize health and digital regulations, strengthen healthcare workers' digital competencies, and invest in robust infrastructure development. Only through an integrated legal, technological, and human resource approach can SISRUTE fulfill its intended function in supporting a fair, inclusive, and effective healthcare referral system nationwide. This paper contributes to ongoing discourse on legal reforms for digital health equity in Indonesia.

This research aimed to examine the influence of service quality and System Information Assurance (SIA) on the interest in using digital wallets among Accounting students at Politeknik Negeri Lampung. A purposive sampling method was employed, with a sample of 102 respondents selected through the distribution of questionnaires to Accounting students at the institution. The study focused on understanding how service quality and the assurance of system information (SIA) impacted the adoption and usage of digital wallets, which are increasingly popular in modern financial transactions. The data was analyzed using IBM SPSS version 26, employing statistical tests to determine the strength and significance of the relationship between these variables. The results of the analysis indicate that both service quality and SIA significantly influence students’ interest in using digital wallets. Specifically, the study found that better service quality and higher assurance of system security contribute positively to the students’ trust and interest in utilizing digital wallet applications. These findings suggest that financial service providers should prioritize improving service quality and strengthening system security measures to attract younger users, especially in academic settings where digital wallet usage is becoming more prevalent. Additionally, this research emphasizes the importance of understanding the factors that drive digital wallet adoption, particularly in the context of higher education students, who are key early adopters of digital payment solutions. The study’s findings offer valuable insights for digital wallet providers, educators, and policymakers in shaping strategies to enhance the acceptance and use of digital wallets among students in academic environments.

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.