Publication Search

The increasing volume of online hotel reviews provides valuable insights into customer perceptions but poses challenges for manual analysis due to its unstructured nature. This study aims to compare the performance of Recurrent Neural Network (RNN) and Bidirectional Encoder Representations from Transformers (BERT) in hotel review sentiment analysis. A total of 20,491 TripAdvisor hotel reviews were classified into three sentiment categories: negative, neutral, and positive. The research methodology includes text preprocessing, stratified data splitting, class imbalance handling using Random Over-Sampling, tokenization, and supervised model training. Model performance was evaluated using a confusion matrix and classification metrics. The results indicate that BERT outperforms RNN, achieving an accuracy of 80.54%, while RNN reached 62.21%. BERT demonstrated superior capability in capturing contextual and semantic information in hotel reviews. These findings suggest that transformer-based models are more effective for sentiment analysis of complex textual data in the hospitality domain and can support data-driven service improvement strategies.    

Although Experience Quality has been extensively researched, comprehensive studies remain limited. This research aims to conduct a Systematic Literature Review (SLR) and bibliometric analysis of existing empirical work on Experience Quality. The methodology used is SLR, with data collected from the Scopus database using the search term "Experience Quality" in the title, abstract, and keywords. This search yielded 1,297 publications from 1965 to 2025 (evaluated on October 24, 2025). The data were analyzed bibliometrically using VOSviewer. The findings confirm that experience quality has a significant effect on brand perception and customer satisfaction, which consequently impacts customer loyalty. Practically, this implies that brand and service managers must treat experience quality as a strategic variable, as good products or services alone are insufficient for long-term loyalty. Socially, positive experiences are shown to strengthen social networks, increase community involvement, and promote inclusion. This research is limited by its reliance solely on the Scopus database; future research should integrate additional databases, such as Web of Science, for broader generalization. Despite the global development of this topic, in-depth, structured studies are scarce. This research is valuable and original as it provides a comprehensive summary and a research roadmap through SLR and bibliometric analysis.

This study discusses the design of visual branding for Ederma Clinic Semarang through influencer collaboration content. The researcher acts as the influencer to produce creative visual content that represents Ederma Clinic’s identity, increases engagement, and strengthens brand awareness among young women audiences. The research method used is qualitative descriptive with data collection through observation, interviews, documentation, and content analysis. The results show that influencer collaboration can improve brand perception, social media engagement, and customer interest in Ederma Clinic. The designed visual content successfully strengthens brand positioning as a trusted and modern beauty clinic.  

This research aims to explore the role of service excellence in enhancing consumer loyalty in culinary MSMEs, with a case study at RM Kamang Jaya in Medan City. In facing intense competition in the food industry, excellent service becomes an important strategy to maintain and expand the customer base. A qualitative approach with a case study method was employed to deeply examine customer experiences, perceptions, and service practices through interviews, observations, and documentation. The findings show that the consistent application of service standards, friendly attitudes of staff, and attention to detail in service delivery greatly contribute to customer satisfaction and loyalty. Good service has been proven to encourage repeat orders, create positive experiences, and enhance word-of-mouth promotion. Despite some technical obstacles, such as order errors or menu limitations, the quick response and professional attitude of employees were able to minimize their impact. These findings confirm that service excellence not only meets the functional needs of consumers but also builds emotional attachment, which becomes the foundation of long-term loyalty. The implications of this research are significant for other MSME actors in designing superior service strategies to face increasingly complex business competition.

This study aims to analyze traders’ perceptions and behaviors toward the implementation of sharia principles in Islamic banking products and services. A descriptive qualitative approach was employed, involving traders at Parung Market selected through purposive sampling. Data were obtained through in depth interviews, observations, and documentation, then analyzed using thematic analysis through coding, categorization, and pattern identification. The findings reveal that most traders hold positive perceptions of core Islamic banking values such as fairness, transparency, and the prohibition of usury. However, their understanding of sharia contracts varies and is not fully comprehensive. Despite these positive perceptions, actual behavior does not always align, as traders often prefer conventional banks for business transactions requiring speed, efficiency, and more reliable digital services. This indicates a clear gap between religious intentions and economic practices, commonly referred to as the intention behavior gap. The study concludes that improving Islamic financial literacy, strengthening digital service innovation, and enhancing service quality are essential to promoting wider adoption of Islamic banking products.

This study aims to analyze the implementation of Total Quality Management (TQM) in improving service quality at KPUD Tani Wilis, particularly in the supply and distribution of livestock feed. The research employs a descriptive qualitative approach with data collected through in-depth interviews and direct observations involving cooperative management, employees, and customers. Data were analyzed using an interactive model consisting of data reduction, data display, and conclusion drawing. The findings indicate that TQM implementation has been relatively effective, reflected through three key components: customer value strategy, organizational systems, and continuous quality improvement. Services are perceived as responsive, polite, and informative, supported by adequate delivery facilities. The main challenge lies in occasional delays in feed delivery caused by weather conditions, which affect customer perceptions of reliability. Overall, TQM contributes positively to service quality, customer satisfaction, and operational effectiveness, although further improvements in risk management and service consistency are needed to achieve optimal quality.

This study aims to examine how Generation Z in Sukoharjo Regency makes iPhone purchases based on their impressions of the brand and product quality. Generation Z is known to be highly tech-savvy, analytical, and selective in purchasing goods, especially mobile phones. With rapid technological advancements and intense competition among smartphone brands, it is crucial for companies to understand what aspects influence young consumers' purchasing decisions. We used a quantitative approach based on survey data obtained from 30 individuals who are current iPhone users or are considering purchasing one.The decision to buy is the dependent variable in this study, whereas product quality and brand perception are the independent variables. This data analysis examines whether these two separate factors influence customer purchasing decisions. According to the study, Generation Z purchases iPhones based on brand and product quality. Based on these findings, attracting young consumers as buyers depends on positive brand perceptions and high-quality product offerings. Marketing academics, especially those specializing in consumer behavior, can benefit from the theoretical contributions of this study, while business owners and marketers can use the practical implications of this research to better target Generation Z in the digital age. Gen Z's smartphone purchases are heavily influenced by brand image and quality.

The rapid growth of modern retail competition requires companies to understand key drivers of consumer purchasing behavior, particularly impulse buying. This study examines the influence of price perception on impulse buying, with positive emotion as the mediating variable. Data were collected from 100 Circle K customers in Denpasar City using a purposive sampling method. Responses were collected through questionnaires and analyzed using Path Analysis and Sobel Test. The findings show that price perception has a positive and significant effect on impulse buying and positive emotion, and positive emotion has a positive and significant effect on impulse buying. Further, positive emotion is a significant mediator in the relationship between price perception and impulse buying. These findings support Cognitive Appraisal Theory, suggesting that favorable price perceptions of sales promotions can evoke positive emotional responses, which in turn encourage impulse buying behavior among Circle K customers in Denpasar City.

This study aims to explore how gold price volatility influences customers’ investment decisions in Islamic banks within the framework of Islamic values. Employing a qualitative phenomenological approach, the research investigates the perceptions, motivations, and strategies of twelve active customers of Bank Syariah Indonesia in Surabaya through in-depth interviews. The findings reveal that gold price volatility does not necessarily reduce investment interest; instead, it stimulates adaptive and reflective behavior grounded in religious commitment and Islamic financial literacy. Investment decisions are shaped by three main factors: rational risk perception, religious conviction in the permissibility of gold as an Islamic instrument, and trust in the integrity of Islamic financial institutions. Thus, gold price volatility is interpreted not only as an economic signal but also as a social and spiritual phenomenon that fosters financial maturity among investors. The study concludes that faith-driven investment behavior contributes to financial resilience and moral stability amid market uncertainty. These insights enrich the field of Islamic behavioral finance by highlighting the integration of economic rationality and spiritual values in investment decision-making.

This research aims to throughly explore the differentiation strategy model implemented by the small-medium enterprise (SME) grocery store of  "Yussandi Komunika," in integrating digital transaction services such as prepaid credits, electricity tokens, and e-wallet top-ups, as an effort to create a competitive advantage. The background of the problem is driven by the highly competitive conditions in densely populated areas, where traditional grocery stores are compelled to transform in order to maintain their business relevance.Digital service innovation, presented through an adaptive and user-focused platform, has proven to be a core competency that is difficult to imitate and rare, simultaneously providing a sustainable competitive advantage. This innovation not only addresses the challenges of densely populated conditions but also establishes a new standard for efficiency and customer experience in a competitive market.The effective differentiation model for multi-service grocery stores in highly competitive areas is not solely based on price, but rather on a combination of services and the quality of interpersonal service. The store transforms into a "mini service point" offering one-stop shopping convenience for customers. The main differentiation strategies identified include: (1) Core Service Differentiation (offering comprehensive PPOB (Payment Point Online Banking) services and e-wallet balance availability), (2) Personnel Differentiation (quality of communication and speed of friendly service), and (3) Image Differentiation (creating a perception as a trustworthy and modern store).  

This study aims to analyze the brand equity strategy and perception of Tomoro Coffee Blimbing based on four main dimensions: brand awareness, brand association, perceived quality, and brand loyalty. A descriptive qualitative approach was used through in-depth interviews with management, baristas, and customers. The data were then analyzed thematically through data reduction, presentation, and conclusion drawing. The results show that Tomoro Coffee's brand awareness is strongly formed through store expansion, social media activities, and a memorable slogan. Brand associations are perceived as modern, aesthetic, and closely related to youth lifestyles, although there is still a conflict between premium and economical images. Regarding quality perceptions, customers value consistent coffee taste and service, but perceived value is still influenced by promotions. Customer loyalty varies, with some indicating repeat visits due to quality, while others rely on promotions and situational needs. This study concludes that Tomoro Coffee's brand equity is quite strong, but needs to be strengthened with perceived value and fostering emotional loyalty. The implications of these findings can inform the development of marketing strategies and brand management in the increasingly competitive coffee shop industry.

This study aims to analyze the simultaneous effect of the variables of facilities, corporate image, price perception, and service quality on the increase in passenger numbers for Citilink Indonesia Airlines at Jenderal Ahmad Yani International Airport Semarang. The air transportation service sector requires a comprehensive understanding of the factors driving customer loyalty and purchasing decisions to maintain the company's competitiveness. The research method used is descriptive quantitative, with data collected from questionnaires distributed to 100 respondents who are passengers of Citilink Indonesia Airlines. Data analysis was performed using multiple linear regression, resulting in the equation Y = 0.214 + 0.205X1 + 0.171X2 + 0.337X3 + 0.144X4 + μ. The study's results show that both partially and simultaneously, facilities, corporate image, price perception, and service quality have a positive and significant effect on the increase in passenger numbers. Price perception was found to be the dominant factor, with the highest regression coefficient, followed by facilities. Managerial implications suggest that airlines and airport operators focus on setting competitive prices and improving facilities to sustain passenger growth.

This study aims to analyze the influence of Service Quality, Price Perception, and Trust on the User's Interest in the ferry service of KMP Gili Iyang on the Paciran-Bawean route operated by PT. ASDP Indonesia Ferry (Persero) Cabang Paciran. This route plays a critical role as an essential logistics and social link for Bawean Island. The quantitative research used a survey method with an Incidental Sampling technique, involving 100 respondents who are users of the service. The collected data were analyzed using Multiple Linear Regression with SPSS V25. The partial hypothesis test results (t-test) show that Service Quality (β=0.80; p=0.033), Price Perception (β=0.69; p=0.038), and Trust (β=0.587; p=0.000) individually have a positive and significant impact on the User's Interest. The Trust variable was found to be the most dominant predictor, emphasizing the importance of integrity, competence, and operational consistency in essential and high-risk maritime transportation services. The adjusted R-squared value of 60.% indicates that this model provides a strong explanation for the variation in User's Interest. This study provides important implications for managing ferry services by improving service quality, competitive pricing, and building customer trust to increase user interest.

This study aims to analyze ticket purchasing behavior at Mawar Tour & Travel Pekalongan. The issue raised in this research is the decline in direct ticket purchases due to the rise of competing digital platforms, which has made it more challenging for traditional travel agencies to retain customers. The research method used is quantitative, employing multiple linear regression analysis through SPSS software to evaluate various factors influencing customer decisions. The results show that service quality and price perception significantly affect purchase intention, while booking convenience does not directly influence it but is fully mediated by trust, highlighting the importance of building strong customer relationships. These findings suggest that Mawar Tour & Travel should enhance service quality, strengthen customer trust, and adopt competitive pricing strategies to improve customer satisfaction and increase sales. This approach would enable the agency to stay competitive in the rapidly changing digital marketplace and better meet the needs of its customers.

This study aims to determine the influence of brand awareness, brand association, and brand loyalty associated with brand equity on consumer purchase decisions in using GO-JEK services in Depok City. These three variables were analyzed both partially and simultaneously to identify the degree of their influence on consumers' decisions in choosing online transportation services. The research method used is a quantitative approach with the distribution of questionnaires as a data collection instrument, while the analysis is carried out using inferential statistical techniques. The results show that partially the variables of brand association and brand loyalty have a significant and dominant influence on purchasing decisions. This indicates that consumers' perception of the image and emotional connection with the GO-JEK brand plays an important role in the decision to choose the service. In addition, the results of the simultaneous test showed that brand awareness, brand association, and brand loyalty together had a positive and significant influence on purchasing decisions. These findings confirm that strong brand equity is an important factor in increasing consumer interest and preference for GO-JEK services. Therefore, companies need to maintain and strengthen branding strategies to increase competitiveness and maintain customer loyalty.

This study investigates the influence of Brand Image, Product Quality, and the use of Social Media on consumers’ purchasing decisions to Wardah facial cream. Using a quantitative method with purposive sampling technique, this study involved 120 Wardah product users in the West Semarang area. Data were collected through an online questionnaire and processed using SmartPLS 4.0. The results indicate that product quality and social media usage have a positive and significant effect on purchasing decisions, whereas brand image shows a positive but insignificant effect. This suggests that consumers tend to prioritize tangible attributes such as product quality and active engagement through social media over brand perception The model explains 75.2% of the variance in purchasing decisions (Adjusted R² = 0.752), highlighting the strong explanatory power of the variables examined. Practically, the findings suggest that marketers should prioritize product quality and optimize social media campaigns to boost customer engagement and loyalty, while reassessing brand perception strategies.

This study aims to analyze the influence of price perception and service quality on customer satisfaction at Popo Kopitiam Tasikmalaya. The research method used is a survey with a quantitative approach. Data were collected through distributing questionnaires to 90 respondents who are active customers of Popo Kopitiam. Data analysis was conducted using multiple linear regression to determine the simultaneous and partial effects between the independent and dependent variables. The results showed that simultaneously, price perception and service quality have a significant effect on customer satisfaction. Partially, price perception has a significant effect on the level of customer satisfaction, indicating that assessing price according to product quality can increase satisfaction. Similarly, good service quality significantly influences customer satisfaction, indicating the importance of fast, friendly, and professional service. These findings indicate that the combination of competitive prices and optimal service is a major factor in building customer satisfaction at Popo Kopitiam Tasikmalaya.

Rapid technological advancements have encouraged smartphone sellers to emphasize good product quality to meet customer needs in order to achieve customer satisfaction and repurchase intentions. A positive brand image and good perceived value are important factors in building customer satisfaction, which ultimately impacts repurchase intentions. This study aims to examine the influence of product quality, brand image, and perceived value on customer satisfaction and thus increasing repurchase intentions. The study was conducted in Jakarta with a descriptive causality design through a quantitative approach and purposive sampling technique. Data were obtained from 131 respondents who have used an iPhone. The conceptual model analysis was conducted using the Structural Equation Modeling method. The results show that product quality, brand image, and perceived value significantly increase customer satisfaction. Furthermore, customer satisfaction has been shown to encourage repurchase intentions. In addition, product quality, brand image, and perceived value each have a positive influence on repurchase intentions through the mediation of customer satisfaction. Thus, all hypotheses of this study are proven to have a positive influence. The contribution of this research is expected to provide understanding for producers in developing their business, as well as being a reference for developing marketing strategies that emphasize improving product quality, building a strong brand image, managing value perceptions, and increasing customer satisfaction in order to attract consumer interest in repeating the same product.

The ornamental flower industry in Indonesia has shown a significant growth trend and is increasingly gaining popularity among the public. Numerous flower shops have emerged in various cities, offering a wide range of cut flowers. This sector holds promising potential for continuous development. Cut flowers of various types also possess high economic value, making them an attractive and profitable business opportunity. This study aims to examine the influence of service quality, product quality, and price perception on customer satisfaction at Shanum Florist Fresh Flower Shop in Tuban City. This study employed a quantitative research approach using a survey method by distributing online questionnaires to respondents selected through a convenience sampling technique, involving a total of 112 participants. The collected data were analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS) with the assistance of the SmartPLS software. The study results reveal that service quality positively and significantly influences customer satisfaction, while product quality shows a positive yet insignificant impact. Additionally, price perception demonstrates a positive and significant relationship with customer satisfaction.

This study aims to evaluate improvements in customer service quality with the goal of increasing customer satisfaction at Ratu D'Laundry. The approach used is quantitative with a descriptive methodology, where data is collected through a survey that measures five main aspects, namely service quality, process speed, price and promotions, customer service, and overall satisfaction and loyalty levels. The results of this study indicate that most customers are satisfied with the services provided, especially in terms of laundry cleanliness, clothing fragrance, and the friendly attitude of staff in providing services. These results show that these factors play an important role in shaping customers' positive perceptions of service quality. However, this study also found several complaints related to service completion time, which is considered to still need improvement. Overall, this study confirms previous findings that service quality has a significant impact on customer satisfaction. The proposed strategy to improve service completion time is a key step in building trust, meeting consumer expectations, and encouraging long-term customer loyalty.