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This study aims to analyze the influence of hotel facilities and service quality on guest satisfaction at Hotel Whiz Prime Padang. The background of this study is based on the importance of maintaining and improving the quality of hotel services and facilities in order to meet guest expectations and maintain customer loyalty amidst the increasingly tight competition in the hotel industry. This study uses a quantitative approach with a causal associative descriptive method. Data collection was carried out by distributing questionnaires to 379 respondents who had stayed at Hotel Whiz Prime Padang. The data analysis technique used was multiple linear regression with the help of SPSS version 22.The results showed that hotel facilities and service quality had a positive and significant effect on guest satisfaction. The coefficient of determination (R²) value of 0.739 indicates that 73.9% of the variation in guest satisfaction can be explained by hotel facilities and service quality significantly, while the rest is influenced by other variables outside this study. This finding indicates that the better the quality of facilities and services provided by the hotel, the higher the level of guest satisfaction will be. Therefore, the management of Hotel Whiz Prime Padang needs to evaluate and improve aspects of physical facilities as well as staff competence and attitudes in providing services to maintain guest satisfaction and loyalty.

This study examine the impact of product quality and service quality on consumer loyalty toward Bakso Adi, a local culinary business in Lampung, Indonesia. In recent years, consumers have become increasingly discerning, making product satisfaction and service experience crucial elements in shaping their loyalty. The research aims to examine how these two variables affect customer loyalty behavior, including repeat purchases, positive recommendations, and resistance to switching brands. The study employs a quantitative approach using a multiple linear regression model, with data collected through a questionnaire to 100 respondents (purposive sampling). The findings is both product quality and service quality significantly positively impact consumer loyalty. Product quality influences loyalty by meeting consumer expectations in taste and consistency, while service quality contributes through positive emotional experiences during customer interactions. These findings highlight the dual importance of maintaining high standards in both product and service aspects to retain customer trust and engagement. In conclusion, businesses like Bakso Adi must prioritize continuous improvement in product quality and service delivery to foster long-term customer loyalty. This study contributes to the understanding of loyalty formation in local food businesses and offers practical insights for customer retention strategies.

Business ethics form the moral foundation that guides corporate operations and stakeholder interactions, fostering trust, strengthening relationships, and promoting long-term business sustainability. In the digital industry, the application of business ethics has become increasingly critical due to the complexity of interactions among companies, partners, and customers. PT GoTo Gojek Tokopedia Tbk, established through the 2021 merger of Gojek and Tokopedia, faces substantial challenges in upholding ethical principles amid the dynamic landscape of Indonesia’s digital economy. This study adopts a descriptive qualitative approach, utilizing observation and literature review, to examine the extent to which the implementation of business ethics at GoTo contributes to its corporate performance. The findings indicate that consistent ethical practices significantly enhance corporate reputation, improve customer loyalty, and foster a healthy work environment. The integration of fairness, honesty, transparency, and social responsibility has proven to be critical in ensuring corporate sustainability and growth within the competitive digital industry. This study underscores the imperative for companies to systematically embed ethical principles into all operational activities in order to address evolving regulatory frameworks, market competition, and rising societal expectations.

Customer satisfaction is a key factor in business success and sustainability, especially in the competitive café industry such as in Bogor. Xyz Coffee Cafe, with its unique nature concept and guaranteed coffee product quality, strives to understand and meet consumer expectations in order to maintain its position in the market.The aim of this study is to analyse consumer satisfaction at Xyz Coffee Cafe using the Importance-Performance Analysis (IPA) method.This study uses a qualitative descriptive approach with quantitative analysis. Data was collected through questionnaires to 54 respondents who had visited Xyz B Coffee Cafe. The results of the analysis show that the cafe has a good performance in maintaining consumer interests in most attributes, with strategic recommendations to improve certain aspects to maintain and increase customer satisfaction.

Fundamentally, every individual has two basic needs that must be fulfilled, namely physical and spiritual needs. One of the physical needs that has grown significantly in the digital era is the need for convenience in conducting financial transactions. This study aims to analyze the comparison of satisfaction levels among students of UIN Sunan Gunung Djati toward the four largest e-wallets in Indonesia: Dana, Ovo, ShopeePay, and Gopay. The research employed a quantitative method with a sample size of 20 respondents. The instrument used was a questionnaire distributed via Google Form. As consumers, students not only consider ease of use and low transaction fees, but also pay attention to service quality, security, and transaction speed. Therefore, e-wallet service providers are expected to continuously improve their service quality in order to meet users’ expectations and needs optimally.

Self-photo studio is a modern photography trend that is growing rapidly among the younger generation, because it offers a private, flexible, and aesthetic photo experience without the help of a photographer. One of the business actors in this field is Selfphoto Studio - Potokita Prapen Surabaya, which has attracted the attention of many users. However, customer satisfaction is not always met because of the gap between expectations and the reality of the services provided. This study aims to determine the effect of Perceived Value, Product Quality, and Service Innovation on user satisfaction at Selfphoto Studio - Potokita Prapen branch in Surabaya. This study uses a quantitative approach with data collection techniques through the distribution of E-questionnaires. The number of respondents in this study was 100 Potokita Prapen users who were selected using a purposive sampling technique. The results of the study showed that perceived value, product quality, and service innovation had a positive and significant effect on user satisfaction, both partially and simultaneously. The results of the study showed that perceived value, product quality, and service innovation had a positive and significant effect on user satisfaction, both partially and simultaneously. These findings provide implications for the management of Selfphoto Studio - Potokita to pay more attention to these factors in order to increase customer satisfaction and loyalty..

Millennials and Generation Z have made coffee shops a part of their lifestyle. Unlike previous generations, who spent more time at malls. In response to the changing consumer behavior of these different generations, digital marketing strategies have become an effective approach for businesses, including those in the coffee industry. This study aims to analyze Fore Coffee's digital marketing strategies in attracting Millennial and Gen Z consumers. The research was conducted using a descriptive qualitative approach. The research data was sourced from observations of Fore Coffee's digital marketing activities on various social media platforms, as well as in-depth interviews with consumers from the Millennial and Gen Z generations. The results of the study indicate that the digital marketing strategies implemented by Fore Coffee have proven to be an effective approach in attracting attention and building engagement with Millennial and Gen Z consumers. The success of these strategies is supported by the utilization of various digital marketing elements, including the presentation of engaging and interactive content, collaborations with influencers who have credibility in the coffee industry, and the use of video as the primary medium for marketing communication. The Tani Series campaign, which highlights sustainability and the involvement of local coffee farmers, is a concrete example of how Fore Coffee builds a brand image that not only sells products but also has strong social value. Additionally, the collaboration with Mikael Jasin, a professionally recognized barista at the international level, further strengthens Fore Coffee's trust and appeal among young consumers. This study suggests that Fore Coffee should continue to innovate in creating content that is not only engaging but also has strong differentiating value. Furthermore, the dynamic changes in consumption trends and customer preferences demand that Fore Coffee be more responsive in adapting its marketing strategies to remain relevant to the needs and expectations of Millennial and Generation Z consumers.

Community service initiatives often struggle to meet the needs of beneficiaries. This study explores the application of Importance Performance Analysis (IPA) to improve the effectiveness of community service programs, using Solaria Restaurant’s customer service efforts as a case study. The research investigates the gap between beneficiaries’ expectations and their perceptions of delivered services.  Data is collected through surveys administered to a sample of Solaria Restaurant patrons who have benefitted from the restaurant’s community service programs.  By analyzing the importance and performance ratings provided by participants, the study identifies areas for improvement within Solaria’s service delivery. This research demonstrates the value of IPA as a tool for enhancing community service programs. By aligning service delivery with beneficiary expectations, organizations can maximize the impact of their efforts and create more meaningful community engagement.

This study aims to analyze the effect of retail layout on customer satisfaction levels at PT Trans Retail Medan Carrefour. In an increasingly competitive retail industry, store layout is one of the strategic factors that can affect comfort, shopping efficiency, and customer perceptions of service quality. This study uses a quantitative approach with descriptive and associative methods, involving 60 respondents who are active customers of Transmart Carrefour Medan. Data collection techniques were carried out through distributing questionnaires and direct observation. The results of multiple linear regression analysis show that retail layout has a significant effect on customer satisfaction, with a contribution of 75.9% to the variation in satisfaction levels. The layout factors that contribute the most include product placement, aisle design, lighting, signage, and ease of access between areas. These findings emphasize the importance of optimizing store layout as a strategy to improve the shopping experience and customer loyalty. Thus, retail management is advised to continue to evaluate and innovate in spatial planning in order to meet consumer expectations sustainably.  

This study analyzes the impact of employee performance on customer satisfaction in using the PLN Mobile application at PT PLN (Persero) Unit Induk Wilayah Maluku and Maluku Utara. The study employs simple linear regression analysis, utilizing t-tests and F-tests to assess the significance of the relationship between variables. The findings reveal that employee performance has a positive and significant effect on customer satisfaction, with a regression coefficient of 0.787 and a significance value of < 0.001. The F-test results indicate that the regression model is valid and effectively explains variations in customer satisfaction, with an F-value of 1834.299, significantly exceeding the critical F-table value. Additionally, the high coefficient of determination (R²) suggests that most variations in customer satisfaction can be explained by employee performance. This study confirms that optimizing employee performance is a key factor in improving customer satisfaction, particularly in digital services such as PLN Mobile. Therefore, PT PLN (Persero) must enhance employee competence and service quality to support digital transformation and meet customer expectations.

This study aims to design and implement a seller website at the Zianzainshop Store that sells products from the Jimshoney brand, such as bags, wallets, and watches. This website is designed to make it easier for customers to make purchases and to help admins manage product and sales data. The main features of this website include the user page and admin page. On the user page, customers can see the number of available stock items, product descriptions, product prices, and make purchase transactions directly. Meanwhile, on the admin page, there are features for managing product, sales, and invoice data. The website development process uses PHP, MySQL, and Bootstrap to ensure a responsive and functional appearance. In addition, a storyboard is used to describe the connection between the storyline from the beginning to the end of the application page. Testing is carried out using the blackbox method on various browsers and devices to ensure that each function of the website runs well and according to expectations. The results of the study show that this website has succeeded in increasing the efficiency of the ordering and payment process, facilitating transaction data tracking, and increasing the reach of new customers.

This study highlights Bajawa Coffee Shop in Bekasi as the main subject in examining the factors that influence customer loyalty. This study aims to analyze the effect of service quality and price perception on customer loyalty, with customer satisfaction as a mediating variable. Service quality refers to the extent to which the service provided is able to meet customer expectations, while price perception is the customer's assessment of the economic value of the product or service received, which is influenced by costs, market demand, and business strategy. Customer satisfaction is a subjective evaluation of the experience of using a service, which reflects how well customer expectations are met by actual performance. This satisfaction plays an important role in building long-term relationships between customers and companies, and has a major impact on loyalty, brand reputation, and business sustainability. Customer loyalty itself is defined as a commitment to continue choosing and recommending a particular product or service, despite offers from competitors. In the context of increasingly tight competition in the cafe industry and the increasing trend of coffee consumption, understanding the factors that shape loyalty is very important. This study uses service quality and price perception as independent variables, customer satisfaction as a mediating variable, and customer loyalty as a dependent variable. The results of this study are expected to contribute to the development of more effective business strategies in retaining customers at the Bajawa Bekasi Coffee Shop.

This research is the result of quantitative research which aims to answer questions about the influence of Viral Marketing and online Customer Reviews on the buying interest of Shopee marketing consumers. The research method used is quantitative research and the sampling technique uses a purposive sampling method with a sample size of 98 respondents. The data collection technique uses a questionnaire with the help of a Google form which is processed using SPSS version 27 and the data analysis technique uses multiple linear regression. This research focuses on undergraduate students from the Faculty of Economics and Business, Jambi University as young, dynamic and technology-savvy consumers, who very often use the Shopee e-commerce application to purchase various products. So Shopee has become one of the largest e-commerce which is very popular in Indonesia. The results of this research show that Shopee Viral Marketing has a positive effect on buying interest. Then online Shopee Customer Reviews have a positive effect on buying interest. Furthermore, based on the results of simultaneous test statistical calculations, it shows that Shopee's Viral Marketing and Online Customer Reviews have a simultaneous influence on Shopee marketplace consumer buying interest among undergraduate students at the Faculty of Economics and Business, Jambi University. For the Shopee marketplace, it is recommended to increase Viral Marketing promotions and maintain online Customer Reviews on the Shopee marketplace which is already popular among the public. Apart from that, Shopee also needs to create the latest innovations in order to accommodate customer desires and expectations, in order to maintain competitiveness and product relevance in the market.

The research has the aim of evaluating customer satisfaction with the aim of identifying service areas that must be improved and maintained. The Importance Performance Analysis (IPA) method is applied to compare the level of importance (expectations) with the performance of services provided by Cafe XYZ to customers. The results of this study were analysed and visualised in a Cartesian diagram, where there are 9 customer service attributes that are considered important, spread across two quadrants: 5 attributes are in quadrant A and 4 attributes are in quadrant. Evaluation of customer satisfaction with Cafe XYZ services is measured by the Customer Satisfaction Index (CSI) method. The results showed that most consumers were satisfied with the services provided. Nevertheless, the company needs to continue to improve its service performance to achieve an optimal level of customer satisfaction.

This study aims to analyze in depth the role of corporate communication strategies in enhancing customer satisfaction and maintaining product quality at Labbaik Chicken, a company operating in the fast food industry. In the context of the digital era and the Fourth Industrial Revolution, effective communication strategies are crucial for strengthening brand image and maintaining competitiveness in an increasingly dynamic market. Corporate communication serves not only as a tool for delivering information but also as a bridge to build long-term relationships with customers. This research employs a qualitative approach through literature review to explore relevant communication theories and link them to factors that influence customer satisfaction and product quality. The findings reveal that good, transparent, and responsive communication from the company can enhance customer trust, foster loyalty, and create a positive customer experience. Furthermore, consistent product quality that aligns with customer expectations—in terms of taste, presentation, and service—has a significant impact on customer satisfaction and purchasing decisions. Therefore, companies need to implement integrated communication strategies alongside product quality management to create added value and differentiation in the market. The conclusion of this study highlights that an appropriate corporate communication strategy is one of the key factors in increasing customer satisfaction and strengthening the company’s position and reputation in the competitive fast food industry.

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

This study examines the factors influencing customer retention at Surya Fresh MSMEs in Depok City, West Java. The primary issue identified is the instability of customer retention, which is mainly attributed to intense market competition, the rapid pace of digital marketing, and the evolving customer expectations in the modern business environment. This study aims to analyze the impact of product quality, e-service quality, and reward programs on customer retention, with relationship commitment as a mediating variable. A quantitative approach with an explanatory research design was employed to test the relationships among variables. Primary data were collected through a Likert-scale questionnaire from 224 Surya Fresh customers using a simple random sampling technique. Data analysis was conducted using the PLS-SEM method in SmartPLS, including validity, reliability, and structural model assessments. The findings indicate that product quality, e-service quality, and reward programs significantly influence relationship commitment and customer retention. Moreover, relationship commitment was found to mediate the effects of these three factors on customer retention, highlighting its importance in enhancing customer loyalty. High e-service quality, superior product quality, and attractive reward programs foster strong emotional connections with customers, which are crucial for sustaining long-term customer loyalty. The study concludes that product quality, e-service quality, and reward programs have a positive and significant impact on relationship commitment and customer retention at Surya Fresh. Relationship commitment is confirmed as a key mediator. To further improve retention, Surya Fresh should focus on enhancing product availability, administrative responsiveness, and offering diverse promotional programs. Future studies may apply this model in different industries and integrate qualitative methods for deeper insights.

This study aims to understand the effect of product innovation on customer satisfaction and trust, focusing on customers in the electronics sector. Product innovation is considered a strategic element capable of increasing customer utility, creating competitive advantage, and strengthening the relationship between companies and customers. Using a quantitative approach, data was collected through a survey to explore customer perceptions related to innovation, satisfaction, and trust. The results show that product innovation significantly affects customer satisfaction, especially through the relevance of the features offered, product quality, and adequate after-sales service. Customer trust in the company is also influenced by the success of product innovation to create real added value. This trust is formed through consistency in product quality and transparency in communication. This research implies that companies need to make innovation a strategic priority that is oriented towards customer needs. A deep understanding of customer preferences and expectations through market research and direct feedback is essential to support the innovation process. Effective communication to explain the benefits of innovation to customers should be part of the marketing strategy. With this approach, product innovation can be an instrument that increases customer satisfaction and trust, and creates long-term beneficial relationships.

The analysis of the effectiveness of the passport service process at the Tanjungpinang Class I Immigration Office aims to assess the quality of service to passport applicants. This study identifies various factors that affect the effectiveness of the process, such as process speed, demand satisfaction, and the use of information technology. The method used in this study is a qualitative approach through data collection conducted through literature studies. From the results of the analysis, although the Tanjungpinang Class I Immigration Office has implemented an organized queuing system, there are still several things that hinder the passport making process such as the inadequate number of officers and limited facilities. In addition, the level of complaint satisfaction also varies because there are complaints complaining about long waiting times and lack of information about procedures, while on the other hand, they can access services through online registration and the ease of information technology in doing various things. This study recommends improving personnel services, training in improving customer service, and developing a more efficient information system to speed up the passport making process. Thus, the services of the Tanjungpinang Class I Immigration Office will be more effective according to public expectations.

Customer satisfaction is a crucial indicator in assessing the quality of a company's products, services and overall experience. This research aims to identify the level of customer satisfaction and optimize the available data for effective use in sentiment analysis. In this study, we analyzed 4,353 customer reviews collected over the past year, with 3,481 reviews used as training data and 871 reviews as testing data. The analysis process was conducted using the Cross-Industry Standard Process for Data Mining (CRISP-DM) approach and leveraged the Logistic Regression algorithm to build a predictive model. Model evaluation using the confusion matrix yielded an accuracy of 94.60%, a precision of 94.26%, and a recall of 94.60%. The analysis was conducted using Jupyter Notebook and the Python programming language. The results indicate that sentiment analysis is effective in identifying and predicting customer satisfaction levels, which in turn can help a company’s products improve its service strategies. The optimization of previously underutilized data now provides deeper insights into customer perceptions and expectations, enabling the company to make more targeted decisions and enhance overall customer satisfaction.