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In the era of globalization, the rapid development of information technology has brought significant changes in the way people access and convey information. The presence of the Internet and social media has proven that global networks enable interaction and information exchange to occur in real time without geographical boundaries. One phenomenon arising from this development is social media, which has become a virtual space for individuals and companies to communicate directly, personally, and interactively. One of the most popular social media platforms today is Instagram, a platform that is now widely utilized by businesses, including those in the culinary industry, to build a strong brand image amid intense competition. This study focuses on the Instagram account @tastea.ig, which makes use of visual content, interactive features, and the comment section to maintain emotional connections and consumer trust. The purpose of this research is to analyze the interaction strategies of the @tastea.ig account in maintaining a positive brand image in the eyes of its followers. Instagram’s visual-centric nature allows businesses to showcase their products in an aesthetically appealing manner, drawing attention from potential customers. The strategic use of high-quality images, videos, and stories not only highlights the brand’s offerings but also creates a lifestyle around the product. @tastea.ig effectively uses these features to build an engaging presence, showing its products in an appealing and relatable context. In addition to visuals, Instagram’s interactive features such as polls, quizzes, and direct messaging foster a sense of community and direct engagement with followers. By involving followers in decision-making or seeking their opinions, @tastea.ig strengthens its relationship with its audience, making them feel valued and heard.

This research aims to develop a transaction data security system on the web-based Pancadaya Waste Bank application by applying a hybrid cryptographic algorithm that combines Advanced Encryption Standard (AES) and Rivest Shamir Adleman (RSA). The problem faced in the previous system is the weak recording and security of customer transaction data, because the process is still carried out manually so that it is prone to recording errors, loss of important information, and potential misuse of data by unauthorized parties. To answer these problems, this study uses the Rapid Application Development (RAD) method which allows the application development process to be carried out quickly, flexibly, structured, and according to user needs. The research method used was a qualitative approach with interview techniques with the management of the Pancadaya Waste Bank and the Environment Office, as well as an in-depth literature study on the application of hybrid cryptographic algorithms in modern information systems. The system is built using the PHP programming language, MySQL database, and OpenSSL library as the main support for the data encryption and decryption process. The implementation of the algorithm is carried out by encrypting transaction data using AES for efficiency and speed, then the AES key is secured through RSA to ensure a higher level of security while preventing illegal access. The test results showed that the system was able to encrypt and decrypt transaction data in real-time, as well as display transaction results in the form of digital notes on deposit and balance withdrawal activities. In addition, performance tests using GTmetrix showed that the application has excellent speed, stability, and processing efficiency, making it feasible to be widely implemented in Pancadaya Waste Bank operations.

This study employed a quantitative survey approach to know the effect of service quality and corporate culture on customer satisfaction at PT Bank SulutGo, Surabaya branch. The sample consisted of 94 customers selected through purposive sampling. Data were collected via structured questionnaires and analyzed using multiple linear regression. The multiple regression analysis results showed a coefficient of determination (R²) of 0,530, indicating that the two independent variables together explained 53% of the variable in customer satisfaction. The F-test yielded a value of 53,378 with a p-value of 0,000 (p < 0,05), indicating that the regression model was jointly significant and that service quality and corporate culture together influence customer satisfaction. Partial t-tests showed that the Service Quality variable (X1) significantly affected customer satisfaction with a t-value of 2,227 and a p-value of 0,028 (p < 0.05). Similarly, the Corporate Culture variable (X2) also significantly affected customer satisfaction with a t-value of 4,032 and a p-value of 0.000 (p < 0.05). These findings indicate that higher customer perceptions of service quality and corporate culture lead to higher satisfaction levels. Partial t-tests further revealed that both independent variables significantly affected customer satisfaction. The Service Quality variable (X1) had a significant effect on customer satisfaction, with a t-value of 2.227 and a p-value of 0.028 (p < 0.05). Similarly, the Corporate Culture variable (X2) also had a significant impact, with a t-value of 4.032 and a p-value of 0.000 (p < 0.05). These findings highlight the importance of both service quality and corporate culture in shaping customer satisfaction. The results suggest that improving service quality and fostering a positive corporate culture can significantly enhance customer satisfaction, which is critical in maintaining customer loyalty and competitive advantage in the banking sector.

This research aims to formulate a business development strategy for AK Laundry, a micro, small, and medium enterprise (MSME) located in Palembang that operates in the laundry service industry. As competition in this sector continues to intensify, MSMEs are required to adapt quickly through effective strategic planning. The study employed a descriptive qualitative approach, with data collected through interviews, direct observations, documentation, and questionnaires, ensuring a holistic understanding of both internal and external conditions. The analysis was carried out using the SWOT framework, which identifies internal strengths and weaknesses, as well as external opportunities and threats. The findings reveal that AK Laundry possesses several strengths, including good relationships with its loyal customer base, competitive pricing that appeals to a wide range of market segments, and a strategic location that facilitates accessibility. However, weaknesses were also identified, such as limited promotional efforts, particularly in digital channels, and occasional delays in completing customer orders, which may affect satisfaction and trust. From an external perspective, AK Laundry has opportunities to expand its services, particularly through the growing demand for pickup and delivery facilities, as well as changes in consumer lifestyles that increasingly prioritize practicality and efficiency. Nevertheless, the enterprise must also address potential threats, such as intense competition in pricing strategies among similar businesses and the risk of item loss, which could undermine its reputation. Based on the SWOT matrix, AK Laundry is positioned in Quadrant I, indicating that it holds considerable potential for aggressive growth. Therefore, the recommended strategies include strengthening digital marketing initiatives, introducing innovative services to differentiate from competitors, enhancing employee competencies through training programs, and upgrading equipment to improve service quality and speed. These strategies are expected to help AK Laundry leverage its strengths and opportunities effectively, ensuring sustainable development and competitiveness in the MSME laundry service sector.

Lake Maninjau specialty food souvenir shop is one of the micro businesses that sells a variety of traditional regional food products. So far, the marketing process and transaction management are still done manually, which causes limited market reach, difficulty in recording sales, and lack of effectiveness in product promotion. This research aims to design a web-based marketing information system to support the sales process, promotion, and data management in a more efficient and integrated manner. The system development method uses the System Development Life Cycle (SDLC) approach of the waterfall model, which includes the planning, needs analysis, system design, implementation, and testing stages. Data collection was conducted through field observations, interviews with business owners, questionnaires to customers, and literature studies related to information systems and digital marketing strategies. The designed information system includes various main features such as product data management, sales transaction recording, automatic sales report generation, social media integration, and product promotion pages. In the marketing aspect, this system allows businesses to display product catalogs online, provide real-time promotional information, and establish direct interaction with customers through contact and ordering features. In addition, the use of this system allows stores to reach a wider market, including potential customers from outside the Lake Maninjau area, through an integrated digital marketing strategy. The implementation results show that this web-based system can increase the effectiveness of product promotion, speed up the transaction process, and improve the quality of customer service. With this system, souvenir shops can compete more competitively in the digital era, as well as strengthen brand image and customer loyalty through more structured and sustainable marketing.

This study examines the influence of product quality, service quality, and word of mouth on purchase decisions at DNA Spot Café Surakarta, based on 100 randomly selected respondents. Multiple linear regression analysis shows that service quality and word of mouth have a positive and significant effect, while product quality is not significant. The coefficient of determination of 61.3% indicates that the independent variables explain most of the variation in purchase decisions, contributing to marketing management research in the café industry. The results highlight the crucial role of service quality in shaping customer perceptions and driving decision-making in the café industry. High-quality service fosters positive customer experiences, which, in turn, encourage repeat visits and enhance loyalty. Additionally, the significant influence of word of mouth underscores the importance of social interactions and customer recommendations in the decision-making process, especially in a service-based business like a café, where personal experiences are often shared and valued among peer groups. Conversely, the insignificance of product quality suggests that while product standards are important, they may not be the primary driver of purchase decisions at DNA Spot Café. This indicates that customers may prioritize the overall experience, atmosphere, and peer recommendations over product differentiation when choosing where to dine or spend leisure time. These findings contribute to the body of marketing management research, particularly in the context of the café industry, by emphasizing the strategic importance of service excellence and customer engagement strategies to enhance brand reputation and influence consumer behavior. Future research could explore additional factors such as pricing, promotional strategies, and customer loyalty programs to provide a more comprehensive understanding of purchase decision dynamics.

Ensuring the delivery of high-quality public services within educational institutions is a critical factor for sustaining student satisfaction, institutional reputation, and overall organizational credibility. Service quality in higher education is often multidimensional and subjective, making its evaluation a challenging process. To address this complexity, the present study integrates the traditional Servqual model with fuzzy logic in order to handle the uncertainty and vagueness associated with human perceptions. The Servqual framework emphasizes five core dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy, which together provide a comprehensive understanding of institutional service performance. The research was conducted at ITESA Muhammadiyah Semarang, where data collection was carried out through structured questionnaires designed to measure both student expectations and actual perceptions regarding institutional services. In order to capture the imprecise nature of these responses, three types of fuzzy numbers—triangular, trapezoidal, and shoulder fuzzy numbers—were applied to convert the linguistic assessments into measurable values. Subsequently, fuzzy gap analysis was performed to evaluate the discrepancy between expectations and perceptions across the five Servqual dimensions. The results of this analysis highlight that the integration of fuzzy logic into the Servqual model provides a more nuanced and flexible framework for assessing service quality compared to the conventional approach. It reduces the ambiguity in interpreting survey responses, thereby yielding more reliable insights into areas where service performance falls short of expectations. Furthermore, the study demonstrates that each dimension contributes differently to overall satisfaction, with responsiveness and assurance emerging as critical aspects requiring attention. In conclusion, the fuzzy-based Servqual model offers a robust methodological advancement in evaluating service quality within educational settings. The findings not only inform institutional leaders about current performance gaps but also provide actionable insights for continuous quality enhancement, policy formulation, and strategic decision-making to strengthen institutional competitiveness and credibility.

The phenomenon of image degradation due to global boycott issues, including the Boycott, Divestment, and Sanctions (BDS) movement, has influenced consumer behavior, especially towards international brands such as Starbucks. This occurrence serves as the basis for the study's analysis of how Surabaya consumers' decisions to buy Starbucks are influenced by brand image, brand awareness, and brand trust. 112 Starbucks customers in Surabaya participated in a survey as part of this study's quantitative methodology. ThWith the use of SmartPLS 3.0 software, the data analysis method employed is Partial Least Squares Structural Equation Modeling (PLS-SEM).  The study's findings show that purchase decisions are positively and significantly impacted by brand image, brand awareness, and brand trust. This finding indicates that these three variables have an important role in encouraging consumers to continue making purchases, even amidst reputational pressure due to social issues. This study provides implications for company marketing strategies in maintaining and building brand elements that can strengthen consumer loyalty and purchasing decisions. The study's findings show that purchase decisions are positively and significantly impacted by brand image, brand awareness, and brand trust. This finding indicates that these three variables have an important role in encouraging consumers to continue making purchases, even amidst reputational pressure due to social issues. Specifically, brand image is found to enhance consumers' emotional connection with the brand, which can mitigate the negative impacts of global boycotts or negative publicity. Brand awareness is shown to increase familiarity and recognition, which in turn solidifies consumer trust and loyalty. Lastly, brand trust has the strongest direct effect on purchase intentions, demonstrating that consumers are more likely to remain loyal to a brand they trust, even in the face of external challenges.

Sangatta Central Market, one of the largest trading centers in North Sangatta, accommodates more than 750 traders and operates daily until midday, reflecting the high intensity of economic transactions in the region. Within this trading environment, Islamic business ethics play a pivotal role, particularly for Muslim traders, as they not only regulate commercial practices but also shape customer comfort and satisfaction. However, observations indicate that not all traders consistently practice ethical behaviors in line with Islamic values—for example, some neglect to maintain a friendly attitude such as smiling during interactions with buyers. This condition potentially reduces the quality of service and impacts consumer willingness to return. In response, this study seeks to analyze the influence of Islamic business ethics on consumer purchasing interest at the North Sangatta Central Market. The research adopts a quantitative approach by distributing structured questionnaires to a sample of 96 Muslim customers, complemented by direct observation and systematic data recording. The collected data were analyzed using simple linear regression to determine the extent to which the implementation of Islamic business ethics contributes to consumers’ willingness to shop. The results reveal a regression equation of Y' = 9.764 + 0.304X with a correlation coefficient (R) of 0.299. The coefficient of determination (R²) of 29.9% indicates that Islamic business ethics significantly and positively influence consumer purchasing interest. In other words, nearly one-third of the variance in customer purchasing interest can be explained by the level of ethical business practice applied by traders. This finding implies that the more traders integrate Islamic values—such as honesty, fairness, and friendly interaction—into their daily business practices, the more likely consumers are to engage in transactions and maintain loyalty to the market.

This study aims to analyze the influence of brand image, product variety, and bundling price on purchasing decisions among X consumers. The method used is a quantitative approach with a causal research design, so as to be able to explain the cause-and-effect relationship between variables. The research data was obtained by distributing questionnaires to 96 respondents who are active consumers of X. To ensure data quality, a series of tests were conducted including validity, reliability, normality, linearity, multicollinearity, and heteroscedasticity. The main analysis used multiple linear regression supported by t-tests, F-tests, and coefficient of determination (R²) processed using SPSS software version 26. The results showed that brand image had a significant effect on purchasing decisions, indicating that consumers' positive perceptions of X's reputation were able to encourage higher purchasing interest. Bundling price also proved to have a significant effect, because the strategy of combining package prices was considered to provide economic benefits and added value for consumers. In contrast, product variety did not have a significant effect, indicating that consumers place more emphasis on brand image and pricing strategies than simply menu diversity. However, when tested simultaneously, all three variables were still shown to have a significant influence on purchasing decisions. The coefficient of determination value of 0.594 indicates that the combination of the three variables can explain 59.4% of the variation in purchasing decisions, while the remaining 40.6% is influenced by other external factors such as service quality, consumer trends, promotions, and customer experience. These findings reinforce the understanding that a strong brand image-based marketing strategy and the implementation of appropriate bundling prices can be key to increasing consumer appeal. For local coffee businesses like X, this study provides practical implications to focus more efforts on strengthening brand image, creating a consistent consumer experience, and optimizing pricing strategies.

This study aims to analyze the business development strategy of Siecraft, a creative that transforms waste into environmentally friendly and marketable products. The research uses a qualitative method with a case study approach through in-depth interviews, observation, documentation, and the distribution of questionnaires to 30 respondents. The analysis focuses on production, finance, marketing, and human resources, supported by a SWOT analysis. The results show that Siecraft’s main strengths lie in its unique products, use of waste materials, and social value. However, weaknesses remain in digital promotion and production management. The SWOT analysis places the business in Quadrant I (aggressive strategy). Development strategies are directed toward product innovation, improving digital promotion quality, and expanding partnerships to support business sustainability. However, despite these strengths, the business faces several challenges. The weaknesses identified include limited digital promotion efforts and inefficient production management. These areas require urgent attention to enhance overall business performance and market visibility. Furthermore, the SWOT analysis places Siecraft in Quadrant I, signifying an aggressive growth strategy. This suggests that the company should capitalize on its current strengths while addressing its weaknesses to achieve sustainable growth. The recommended development strategies include focusing on product innovation to keep up with market trends and customer demands. Improving the quality of digital marketing efforts is also crucial to expand its customer base and reach new markets. Additionally, expanding partnerships with other businesses and organizations can provide the necessary resources and networks to foster sustainability and long-term success. Overall, the business development strategy aims to strengthen Siecraft’s competitive edge and promote environmental consciousness while achieving financial success.

The main objective of this study is to analyze business innovation implemented by Coffee Shops in Coblong District, Bandung City, considering the increasing number of similar businesses emerging, triggering fierce competition in this industry. In facing these conditions, business actors are required to continue to innovate to be able to survive and excel in the competition. This study uses a descriptive analysis method with an approach to calculating the average value of each variable measured using a Likert scale. The study population consisted of 38 Coffee Shop entrepreneurs who served as research samples. Based on the analysis results, business innovation was measured through four main indicators, namely relative advantage, compatibility, dissemination, and communicability. In general, Coffee Shops in this area have succeeded in innovating well, although there are variations in achievement for each indicator. The indicator with the highest score is communicability, which refers to the ability of staff, especially baristas and cashiers, to interact with customers in a friendly, polite, and effective manner. This is not only limited to greeting but also creating a comfortable atmosphere so that customers feel appreciated, which ultimately increases customer loyalty. Conversely, the indicator with the lowest score is dissemination, which indicates that most customers tend to only order a specific type of coffee without exploring other menu variations. This condition can be seen as an opportunity to strengthen superior products, but also signals that the product diversification strategy is not running optimally. Therefore, it is important for coffee shop businesses in Coblong to develop a menu diversification strategy, both in terms of beverage types and service variations, so that the business remains competitive, relevant to diverse consumer preferences, and able to increase competitiveness amidst the increasingly rapid growth of the coffee shop industry.

This study investigates the influence of the marketing mix (product, price, promotion, and place) on purchase decisions for automotive products at PT. XYZ Sidoarjo. Using a quantitative approach, data were collected from 150 consumers who had purchased vehicles, spare parts, or services within the last six months. A structured questionnaire measured the four marketing mix elements and purchase decision using a 5-point Likert scale. Multiple linear regression analysis was applied to test the partial and simultaneous effects of the independent variables on the dependent variable. The results indicate that all four elements significantly and positively affect purchase decisions, with price emerging as the most dominant factor. The model’s Adjusted R² value of 0.915 shows that the marketing mix variables explain 91.5% of the variation in purchase decisions. These findings reinforce the relevance of the 4P framework in the automotive sector and highlight the need for integrated marketing strategies. Practically, the study suggests that PT. XYZ Sidoarjo should focus on maintaining competitive pricing, enhancing product quality and innovation, optimizing promotional activities—especially digital marketing—and strengthening distribution channels to sustain competitiveness in a dynamic market. In addition to these findings, the study provides insight into consumer behavior within the automotive industry, particularly in a highly competitive market like Sidoarjo. Consumers are increasingly sensitive to pricing structures, especially given the economic pressures and the availability of alternative brands. Price sensitivity, therefore, should be a focal point in shaping future marketing strategies. Companies need to conduct regular market analysis to ensure their pricing aligns with customer expectations and perceived value.

The increase in customer complaints in e-commerce services requires an effective excellent service strategy to maintain customer trust and loyalty. This study aims to analyze the complaint handling strategy at PT. XYZ. This study uses a descriptive qualitative method with in-depth interview techniques on four respondents who have different roles in customer service management. The results show that the most common complaints include product discrepancies, delivery delays, and slow refund processes. The main challenges include limitations in digital systems, interdepartmental coordination, and limited human resources. This study suggests optimizing customer service technology, strengthening internal coordination, and enhancing human resources to support 24/7 service and reinforce the company's image. Product discrepancies often arise from miscommunication between the sales and warehouse departments, leading to customers receiving products that do not match their expectations or the descriptions provided. Delivery delays are a common frustration, particularly during high-demand periods, affecting customer satisfaction and leading to negative reviews. Additionally, slow refund processes create frustration for customers, especially when dealing with returns or faulty products. These delays hinder the company's ability to provide excellent service and detract from the customer experience. One of the primary challenges identified in the study is the limitation in the digital systems used for customer service management. PT XYZ’s current system is not fully optimized to handle high volumes of complaints, leading to delays in responses and resolutions. Interdepartmental coordination is also a significant issue, as different departments such as logistics, sales, and customer service often operate in silos, making it difficult to resolve customer issues promptly.

In the current digital era, managing sales transactions manually is inefficient and prone to recording errors. This research aims to develop a web-based Point of Sale (POS) application for the Phi Phi Thai business using the Extreme Programming (XP) software development methodology. XP was chosen for its support of rapid iteration, adaptability to changing user requirements, and strong collaboration between developers and stakeholders. The developed application includes key features such as user registration and login, product ordering, menu and customer management, expense tracking, and financial and sales reporting. Testing was conducted using the Black Box Testing method to ensure that all functionalities performed according to specifications. The implementation results indicate that the application improves operational efficiency, reduces transaction errors, and provides real-time information for business owners to support better decision-making. Furthermore, the application of Extreme Programming (XP) methodology in the development process allows time for regular evaluation and refinement of the application based on feedback from end users. Each iteration produces a version of the software that can be immediately tested and used, minimizing the risk of system failure during final implementation. This approach also encourages lightweight yet relevant documentation and open communication between the technical team and business owners. Thus, the developed Point of Sale application not only meets current functional requirements but also has a high degree of flexibility for further development as Phi Phi Thai's business grows in the future.

Accessible tourism has become an increasingly urgent need as awareness of the rights of persons with disabilities, the elderly, and other travelers with special needs grows. Although Indonesia, particularly Bali, has enormous potential as a tourism destination, implementing inclusive principles in travel services still faces numerous challenges. This study aims to design a tailor-made travel package based on accessible tourism as a destination management company innovation to address accessibility issues and realize inclusive tourism in Bali. This research applied a qualitative descriptive method using a case study approach. Data were collected through observation, in-depth interviews with tourism stakeholders, including destination management companies, travelers with special needs, and local partners, as well as field documentation. The research was conducted in Bali as the tourist destination region and the Netherlands as the traveler-generating region, with a focus on the destination company management, Jewel Indonesia Tour and Travel. Findings show that destination management companies still face challenges such as inaccessible infrastructure, limited staff knowledge, and a lack of understanding of universal design concepts. However, there are significant opportunities through niche market demands, national regulatory support, and collaboration with disability communities and international partners. The developed travel package includes inclusive accommodations, disability-friendly activities, accessible transportation, and digital information adapted to user needs. This research significantly contributes to the existing literature gap regarding the role of destination management companies in accessible tourism. Furthermore, the designed model is expected to serve as a best practice framework for developing inclusive tourism products in other destinations across Indonesia. The study concludes that a customer-centered approach, cross-sector collaboration, and sustainable innovation are crucial in building an equitable tourism ecosystem. It is recommended that tourism stakeholders enhance accessibility education and integrate universal design principles into all tourism services.

In addition to personal selling, Adhiwangsa Hotel and Convention Solo also utilized other IMC tools such as direct marketing, public relations, and digital marketing to maximize the effectiveness of their promotional efforts for the "So Kiss Me 2024" event. The hotel leveraged its existing customer database to send personalized invitations and promotions through WhatsApp, which proved to be an effective channel for engaging with customers directly. Social media platforms were also used to create awareness and drive attendance, with consistent messaging across all channels to maintain a unified brand voice. Furthermore, the hotel emphasized the importance of building strong relationships with its customers by maintaining regular communication. This strategy helped foster trust and loyalty, as customers felt valued and personally attended to. The event was promoted not only through traditional marketing tools but also through word-of-mouth, leveraging employees' personal networks to spread the message. The study also highlights the role of digital marketing tools in enhancing the reach of the hotel's communication efforts. By utilizing platforms like Instagram, Facebook, and WhatsApp, Adhiwangsa Hotel was able to reach a broader audience, particularly among younger consumers who are more active on social media. These platforms allowed for real-time updates, engagement, and interaction with potential customers, making the event more dynamic and accessible. Overall, the success of the "So Kiss Me" event can be attributed to the hotel's effective use of integrated marketing communications, where personal selling played a significant role in delivering a more personalized and direct message to potential customers. This case study illustrates the importance of adopting a multi-channel communication strategy to effectively engage target audiences and achieve marketing objectives.

This study aims to determine the implementation and evaluation results of the marketing strategy for bakery and pastry products sold in the lobby lounge of Hotel Fairfield By Marriott Surabaya. This study used a combined qualitative and quantitative approach to obtain a more comprehensive picture. Data collection techniques were conducted through direct observation at the research location and interviews with relevant parties. Furthermore, data analysis was also strengthened by distributing a Likert-based questionnaire to three main respondents: the F&B Manager, the Daily Worker Pastry, and the Marketing Team. This mixed-method approach allowed the researcher to capture both numerical evaluation and in-depth qualitative insights. The results showed that the product strategy has been running quite well, especially in terms of quality and implemented work procedures. However, there are still weaknesses in the innovation aspect, as the products do not yet have distinctive characteristics that can serve as a key differentiator from competitors. In other words, the bakery and pastry products still lack a unique selling point that could strengthen brand identity. In terms of pricing strategy, the hotel uses a premium pricing system, which is considered appropriate for the image of a four-star hotel. However, this approach is still not flexible enough to optimally reach consumers outside the hotel. The promotional strategy is considered to have been implemented quite well, especially through bundling packages and the use of social media. However, existing promotions have not been implemented consistently and tend to be unstructured. Consistent promotion is essential to maintaining customer engagement and building long-term brand awareness. Meanwhile, the location strategy is considered quite effective because products are displayed in areas easily accessible to hotel guests. However, opportunities through digital distribution channels, such as online bookings, have not been maximized. Expanding digital distribution channels could significantly increase market reach and sales performance.

The manual credit application process often takes a long time and is prone to various problems, such as recording errors, data redundancy, and the risk of losing important documents. These conditions not only hamper service effectiveness but can also reduce customer satisfaction and the performance of the officers involved. Therefore, this study aims to design and develop a Progressive Web App (PWA)-based credit application system using the Rapid Application Development (RAD) method. This system is expected to be a more efficient, faster, and more accurate solution than the current manual mechanism. PWA was selected based on its ability to provide universal access through a browser without the need for additional application installation, making it more practical for both customers and officers. Meanwhile, the RAD approach allows for an iterative and flexible system development process, with direct user involvement from the design stage through implementation. This aims to ensure the system is truly aligned with real-world needs. The development results indicate that the designed PWA system is capable of supporting the tasks of Account Officers (AO) and Division Heads in managing credit application data. The process includes the pipeline stage, submission, field survey, and credit realization, which is well-documented and accessible in real time. Functional testing using the Black Box Testing method proved that all features functioned according to established specifications. Furthermore, usability testing using the System Usability Scale (SUS) method yielded satisfactory scores, indicating the system's high usability and positive user experience. Therefore, this PWA-based credit application system not only improves process effectiveness and efficiency but also supports transparency, data accuracy, and user satisfaction.

The rapid growth of e-commerce platforms has significantly transformed the way consumers share and access product feedback. One of the widely used platforms in Indonesia is Shopee, where customers actively provide reviews of various products, including local skincare brands such as Kahf facial wash. Customer reviews on e-commerce platforms contain valuable information that can be analyzed to understand consumer opinions and preferences. Sentiment analysis, as a branch of natural language processing, enables the classification of textual data into categories such as positive, negative, or neutral. This study aims to classify Shopee user sentiments regarding Kahf facial wash products by implementing the Multinomial Naïve Bayes algorithm, a well-known probabilistic classifier suitable for text categorization. The research methodology consisted of several preprocessing stages, including data cleansing, case folding, tokenizing, stopword removal, and stemming, to prepare raw review texts for further analysis. For feature representation, the Term Frequency–Inverse Document Frequency (TF-IDF) method was applied to capture the importance of words across documents. To evaluate the classification performance, K-Fold cross-validation was employed with K values of 4, 5, 6, and 10 to ensure model reliability and robustness. Considering the issue of imbalanced datasets in user-generated reviews, the Synthetic Minority Over-sampling Technique (SMOTE) was utilized to balance the distribution of sentiment classes. Based on the confusion matrix, the Multinomial Naïve Bayes algorithm demonstrated effective performance in classifying sentiments, achieving satisfactory levels of accuracy, precision, and recall across different folds. These results indicate that the algorithm is capable of handling sentiment analysis tasks for local product reviews effectively. The findings of this study are expected to provide meaningful insights for businesses in understanding consumer perceptions, thereby supporting decision-making processes in product development, marketing strategies, and customer engagement for local brands.