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This research is motivated by a significant decline in sales of herbal products/jamu (herbal medicine) from PT Martina Berto Indonesia during the 2021–2024 period, as reflected in the 2024 annual report. This downward trend indicates issues related to customer satisfaction and loyalty, changes in consumer perceptions of the product, and increased competition from other herbal brands. The continued decline in sales in 2024, reaching IDR 95 million, indicates a serious challenge to the product's sustainability in the market. This study aims to examine the influence of perceived value on customer loyalty of Sariayu Herbal Scrub through customer satisfaction in Bandung City. This study employs quantitative methods, incorporating verification approaches. The data used in this study consist of primary and secondary data. The sample consisted of 115 respondents. Data analysis was performed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4 software, and the sampling method applied was the sample size technique. The results of this study indicate that perceived value has a positive and significant influence on customer satisfaction, customer satisfaction has a positive and significant influence on customer loyalty, and perceived value has a positive and significant influence on customer loyalty. However, perceived value influences customer loyalty indirectly through customer satisfaction. These findings offer practical insights for companies to improve perceived value and customer satisfaction, key strategies to enhance customer loyalty, and maintain business sustainability.

This study aims to determine the influence of price, product quality, and service quality on customer satisfaction at Salon Natayu. The approach used was quantitative, with data collection techniques through questionnaires distributed to Salon Natayu customers, with a total of 53 respondents (using census techniques). The data were analyzed using multiple linear regression analysis with the help of SPSS version 20. The results of the study show that the three independent variables (price, product quality, and service quality) simultaneously have a positive effect on customer satisfaction. However, partially, the price variable has the most dominant influence on customer satisfaction. The conclusion of this study shows that price is the most influential factor on customer satisfaction, followed by service quality, while product quality has the least influence. These findings indicate that a competitive pricing strategy is a crucial aspect for Salon Natayu in maintaining and improving customer satisfaction. In addition, continuous improvement of service quality is also necessary to create a better customer experience. This research is expected to be a reference for salon managers in formulating more effective marketing strategies as well as for future research that examines the factors that affect customer satisfaction in the beauty services industry.

This study aims to examine the application of heart-centered communication based on Nonviolent Communication (NVC) Theory in interactions between employees and guests at the Masainn Hotel, Kuta, Bali. NVC, developed by Marshall Rosenberg, stresses empathetic engagement built on four core components: observation, feelings, needs, and requests. Using a descriptive qualitative approach, data were collected through in-depth interviews with guests and direct field observations of daily service interactions. The findings indicate that employees consistently apply empathy-driven communication by offering warm greetings, attentive service, and genuine emotional presence. These behaviors help create a family-like environment that makes guests feel comfortable and emotionally connected to the hotel. Notably, one guest reported returning to the hotel for three consecutive years, having been introduced by a friend who has been a loyal customer for nine years. This demonstrates that NVC-based communication contributes significantly to guest satisfaction, trust, and long-term loyalty. Furthermore, the study highlights the strategic role of emotional intelligence and compassionate communication in shaping service quality within the hospitality industry. By integrating NVC principles into daily service practices, hotels can foster stronger interpersonal relationships, enhance guest experiences, and build sustainable customer retention.

This study aims to analyze the influence of customer experience and perceived value on tourist satisfaction among users of the Sidoarjo City Tour Bus as a form of public tourism transportation service. The Sidoarjo City Tour Bus represents a regional government service innovation intended to support tourism development while improving urban tourism accessibility. This study employs a quantitative approach using a survey method involving tourists who used the Sidoarjo City Tour Bus. Data were collected through questionnaires distributed to 99 respondents and analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that customer experience does not have a significant effect on tourist satisfaction, suggesting that the experiences perceived by users are still subjective and not consistently felt by all service users. In contrast, perceived value has a positive and significant effect on tourist satisfaction, making it the most dominant variable in influencing satisfaction among Sidoarjo City Tour Bus users. These findings indicate that tourist satisfaction is more strongly determined by perceptions of benefits, service quality, and the suitability between sacrifices made and benefits received rather than by emotional experience alone. Therefore, this study recommends that the management of the Sidoarjo City Tour Bus and the local government enhance service value through improvements in facilities, information systems and registration processes, as well as optimization of comfort and schedule certainty. These efforts are important to increase tourist satisfaction and to support sustainable tourism development in Sidoarjo Regency.

Pertumbuhan kawasan industri sebagai dampak urbanisasi turut mendorong peningkatan aktivitas ekonomi di Indonesia. Kawasan Industri Candi di Kota Semarang menjadi salah satu contohnya, namun belum sepenuhnya ditunjang oleh infrastruktur yang memadai. Penelitian ini bertujuan mengevaluasi tingkat kepuasan dan prioritas pemenuhan infrastruktur berdasarkan persepsi pekerja. Penelitian menggunakan pendekatan kuantitatif melalui survei terhadap 100 pekerja dari 111 perusahaan, dengan teknik multi-stage random sampling. Analisis data dilakukan menggunakan metode Customer Satisfaction Index dan Importance Performance Analysis. Hasil menunjukkan bahwa dari total infrastruktur yang dianalisis, sebelas telah memenuhi standar, empat cukup memenuhi, dan satu belum memenuhi pedoman teknis kawasan industri. Tingkat kepuasan pekerja terhadap ketersediaan dan kondisi infrastruktur mencapai 72% (kategori puas), sedangkan tingkat kesesuaian antara kepentingan dan kepuasan sebesar 99%. Meski demikian, lima infrastruktur jaringan jalan, jaringan air bersih, sistem pengolahan sampah, unit pemadam kebakaran, dan sarana Kesehatan masih memerlukan pemenuhan atau perbaikan segera. Temuan ini menjadi dasar rekomendasi bagi pengelola dan pemerintah untuk memprioritaskan pemenuhan infrastruktur, guna mendukung keberlangsungan industri dan kesejahteraan pekerja secara optimal.

This study examines the role of communication in agency services to improve shipowner satisfaction at PT. Gemalindo Sukses Bahari in Dumai. As a company engaged in the field of ship agency, PT. Gemalindo Sukses Bahari has an important responsibility in establishing effective communication with shipowners to ensure smooth operations and satisfactory service. The purpose of this study is to analyze how the communication strategy implemented by the company can affect the level of satisfaction of shipowners, as well as to identify the communication factors that are most influential in building professional and trustworthy working relationships. The research method used is a qualitative approach with research data obtained through interviews, observations, and document reviews. The findings indicate that transparent, responsive, and informative communication between agents and shipowners has a significant influence on increasing customer satisfaction. In addition, the use of appropriate communication media, timeliness in delivering information, and the agent's interpersonal skills are key elements in maintaining harmonious working relationships. This study concludes that effective communication is the main foundation for the success of ship agency services and has a direct impact on shipowner satisfaction and loyalty.

This study examined the operational performance of CV Fortis Sportwear Indonesia (FSI) before implementing the Balanced Scorecard approach, identified the factors that hindered each Balanced Scorecard perspective, and analyzed the company's operational performance when measured using this approach.This study employed a descriptive quantitative method, aimed at providing a systematic, factual, and accurate overview of CV FSI's operational performance based on the Balanced Scorecard approach. Data were collected through interviews, questionnaires, observations, and literature review to obtain information related to the four main perspectives of the Balanced Scorecard: financial, customer, internal business processes, and learning and growth.After implementing the Balanced Scorecard, the performance evaluation of CV Fortis Sportswear Indonesia became more comprehensive compared to the previous system, which focused solely on financial aspects. The financial perspective showed improvement, but the customer aspect remained adequate, with declining retention and increasing complaints. Internal business processes still faced inefficiencies and quality issues, despite the introduction of new technology. The learning and growth perspective also improved through training, but employee satisfaction remained moderate. The Balanced Scorecard proved to provide a more comprehensive performance assessment and identified the need for improvements in customer, internal processes, and human resource development.

The study try to investigate what influences ATINY, followers of the South Korean idol group ATEEZ, about customer satisfaction and their decision to buy Nacific products. It investigates how brand ambassadors, fanaticism, Korean Wave, product quality, and buying decisions affect consumer pleasure. Through the use of questionnaires, 396 members of the ATINY fan group participated in the study. Structural Equation Modeling (SEM) was used in the study to analyze the data. The findings show that consumer happiness and purchasing decisions are influenced by product quality. Fanaticism, the Korean Wave, and brand ambassadors, however, had negligible effects on consumer happiness and purchase decisions. Additionally, it has been demonstrated that purchase decisions significantly and favorably affect consumer satisfaction. The study recommends that future studies examine the impact of social media and influencers on consumer behavior and take into account other factors like brand trust or customer experience. Additionally, studies using larger samples from different demographic groups can yield more broadly applicable findings.

This study aims to improve the quality of gallon water products and strengthen the competitiveness of CV. Anugerah Gemilang through the implementation of Quality Function Deployment (QFD) using the House of Quality (HoQ). The QFD approach is employed to translate the Voice of Customer (VoC) into technical product characteristics as well as service quality attributes that influence customer satisfaction. The research method applied is quantitative-descriptive with the support of qualitative data. Quantitative data were collected through questionnaires distributed to customers to measure the importance and satisfaction levels regarding product and service attributes, while qualitative data were obtained through in-depth interviews to reinforce and validate the questionnaire results. Subsequently, the VoC data were analyzed using the HoQ matrix to determine quality improvement priorities based on customer importance weights. This study is expected to produce strategic recommendations in the form of prioritized product and service quality enhancements focused on customer satisfaction, thereby supporting the sustainable improvement of the company’s competitiveness.

This study aims to improve the quality of gallon water products and strengthen the competitiveness of CV. Anugerah Gemilang through the implementation of Quality Function Deployment (QFD) using the House of Quality (HoQ). The QFD approach is employed to translate the Voice of Customer (VoC) into technical product characteristics as well as service quality attributes that influence customer satisfaction. The research method applied is quantitative-descriptive with the support of qualitative data. Quantitative data were collected through questionnaires distributed to customers to measure the importance and satisfaction levels regarding product and service attributes, while qualitative data were obtained through in-depth interviews to reinforce and validate the questionnaire results. Subsequently, the VoC data were analyzed using the HoQ matrix to determine quality improvement priorities based on customer importance weights. This study is expected to produce strategic recommendations in the form of prioritized product and service quality enhancements focused on customer satisfaction, thereby supporting the sustainable improvement of the company’s competitiveness.

Pricing is a critical factor determining the success of small and medium-sized enterprises (SMEs) in the market. This study investigates the pricing strategy implemented by Kebab Ajo Lubeg, a culinary SME located near Universitas Putra Indonesia YPTK Padang. The research aims to analyze how pricing methods are applied, the factors considered in price determination, and their influence on consumer purchasing decisions and business strategy. A qualitative descriptive approach was employed, with data collected through semi-structured interviews with the owner and employees, direct observation, and documentation of product offerings and pricing. Findings indicate that Kebab Ajo applies a combination of cost-based pricing, competition-based pricing, and product-based price variation to balance production costs, consumer purchasing power, and market competition. The pricing strategy significantly affects consumer satisfaction, repeat purchases, perceived value, brand image, and business competitiveness. This study provides practical insights for other SMEs in setting appropriate prices while maintaining customer loyalty and profitability, and it contributes to the academic discourse on marketing management and pricing strategies in the culinary sector.

This study aims to analyze the contribution of business innovation in increasing repeat orders in micro, small, and medium enterprises (MSMEs), with a case study on Nelzz Juice operating in MMTC, Medan City. The research employs a qualitative case study approach, combining in-depth interviews with the owner and staff, direct observation of business operations, and documentation analysis related to business strategies and sales data. The findings indicate that the innovations implemented by Nelzz Juice cover several aspects, namely product innovation, service innovation, and digital marketing strategy innovation. Product innovation is carried out through the selection of fresh and high-quality ingredients, the development of creative menu variations tailored to consumer preferences, and appealing product presentation. Service innovation is reflected in the improvement of service quality, faster order processing, and enhanced friendliness and interaction with customers. Meanwhile, digital marketing innovation has proven effective in expanding consumer reach, increasing engagement, and promoting customer loyalty. The study confirms that the consistent and sustainable application of innovation not only enhances customer satisfaction but also directly contributes to an increase in repeat order frequency. Therefore, business innovation can be considered a key strategy for MSMEs to face market competition, maintain business sustainability, and support sustainable economic growth.

This study examines the impact of IT-driven innovation management on IT service effectiveness and competitive value creation within smart organizations. As digital transformation accelerates across industries, organizations are increasingly leveraging advanced IT solutions to enhance service delivery, responsiveness, and customer satisfaction. While traditional IT service management (ITSM) models focus on efficiency and structured processes, the integration of innovation management introduces new opportunities to improve service quality and operational agility. Through a quantitative research design, this study employs regression modeling to assess the relationship between IT-driven innovation management and two key outcomes: IT service effectiveness and competitive value creation. Data were collected from 100 technology-intensive organizations that actively integrate innovation into their IT service management processes. The results demonstrate that IT-driven innovation significantly enhances service quality, customer satisfaction, and organizational competitiveness. Furthermore, a curvilinear relationship was identified, indicating that while moderate innovation leads to improved outcomes, excessive innovation may have diminishing returns. These findings highlight the importance of balancing innovation efforts with business goals to achieve optimal performance. The study also compares innovation-driven IT service management with traditional models, illustrating how innovation fosters agility, responsiveness, and long-term value creation. The implications for smart organizations are clear: integrating innovation into IT service management is essential for maintaining a competitive edge in the rapidly evolving digital landscape. Future research should explore the long-term impact of innovation management on organizational sustainability and growth, considering external factors such as market volatility and technological disruptions.

This study aims to determine the effect of price and service quality on customer satisfaction of members of the Merah Putih Candiroto Village Cooperative, Kendal District, Kendal Regency. This study uses a quantitative approach, associative research type, with a sample of members of the Merah Putih Candiroto Village Cooperative, Kendal. The sampling method was carried out using a saturated sampling technique. The total sample in this study was 137 respondents. The variables in this study were independent variables: price and service quality, and the dependent variable: customer satisfaction of members of the Merah Putih Candiroto Village Cooperative, Kendal. Testing in this study used instrument testing, classical assumption testing, and hypothesis testing with multiple regression tests using SPSS Version 25. The results of this study indicate that partially the price has a positive and significant effect on customer satisfaction of members of the Merah Putih Village Cooperative, Candiroto, Kendal with a t-count of 3.418 greater than the t-table of 0.1678 and a significant value of 0.001 smaller than the significance level of 0.05. And the quality of service partially has a positive and significant effect on customer satisfaction of members of the Merah Putih  Village Cooperative, Candiroto, Kendal with a t-count of 3.643 greater than the t-table of 0.1678 and a significant value of 0.000 smaller than the significance level of 0.05. Price and service quality simultaneously have a positive and significant effect on customer satisfaction of members of the Merah Putih Village Cooperative, Candiroto, Kendal, with F count of 715.041 greater than F table of 0.1678 with a significance of 0.000 smaller than the significance level of 0.05. The Adjusted R square result of 0.913 indicates that 91.3% of customer satisfaction of members of the Merah Putih Village Cooperative, Candiroto, Kendal, is influenced by price and service quality whose influence was tested in this study, while the remaining 8.7% is influenced by other variables not examined in this study.

The integration of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems has emerged as a critical strategy for modern digital enterprises aiming to enhance customer experience and operational efficiency. This study examines the impact of CRM-ERP integration on customer satisfaction, personalized service, and organizational responsiveness. By adopting a mixed-methods approach, this research combines quantitative customer data analysis and qualitative managerial interviews to assess the benefits and challenges of CRM-ERP integration. Key findings highlight significant improvements in customer experience, with increased satisfaction and personalized interactions facilitated by a unified view of customer data. Operational efficiencies were also realized through streamlined processes, better alignment of departments, and enhanced decision-making based on real-time, data-driven insights. Despite these positive outcomes, challenges such as system integration complexities, data fragmentation, and resistance to change were identified, which hindered the speed of integration and full utilization of the systems. This study demonstrates that CRM-ERP integration provides a competitive advantage by improving both customer service and business agility, particularly in industries undergoing digital transformation. For digital enterprises, integrating these systems is crucial for maintaining a seamless customer experience across various touchpoints and achieving greater operational effectiveness. The paper concludes by suggesting future research on the long-term impact of CRM-ERP integration on customer loyalty, business growth, and the potential role of emerging technologies like AI and blockchain in further enhancing these systems.

The rapid growth of information technology has encouraged small and medium-sized food businesses to adopt digital systems in order to improve service quality and operational efficiency. Ayam Goreng Pakdhe, a local culinary business, still relies on manual ordering processes that often lead to order inaccuracies, slow service, and limited access to sales data. This study aims to design and develop a web-based ordering system for Ayam Goreng Pakdhe using the Spiral software development method, which emphasizes iterative development, risk analysis, and continuous user feedback. The research method consists of requirement analysis, system design, implementation, and evaluation carried out in repeated cycles according to the Spiral model. Data were collected through observation, interviews with business owners and employees, and analysis of existing business processes. The results show that the proposed web-based system is able to streamline the ordering process, reduce human errors, and provide real-time information on orders and sales reports. Furthermore, the iterative nature of the Spiral method allows the system to be adjusted according to user needs and potential risks identified during development. The implementation of this system is expected to enhance operational efficiency, support better decision-making, and increase customer satisfaction, thereby contributing to the digital transformation of small-scale culinary enterprises.

This study aims to analyze the influence of service quality, product quality, and price on customer loyalty at the online shop Patricia Aksesoris. This research is motivated by the increasingly fierce competition in the e-commerce business, which requires businesses to not only attract new customers but also retain existing ones by increasing loyalty. Customer loyalty is a crucial factor because it directly impacts business sustainability and competitive advantage. This study used a quantitative approach with a survey method, distributing questionnaires to customers who had previously purchased from Patricia Aksesoris. The sampling technique used purposive sampling. The collected data were analyzed using multiple linear regression to determine the effect of each independent variable on customer loyalty. The results indicate that service quality, product quality, and price, both partially and simultaneously, have a positive and significant effect on customer loyalty. These findings indicate that responsive and friendly service, products that meet customer expectations, and competitive pricing commensurate with product quality can increase customer loyalty. This research is expected to provide practical contributions to online shop owners in formulating marketing strategies oriented towards customer satisfaction and loyalty.

Islamic Education Management is a process of utilizing every facility owned by Islamic educational institutions, so that the quality of Islamic educational institutions needs to be continuously improved in accordance with the development of the times. This study aims to describe and analyze factors related to leadership management and improving the quality of Islamic education. The research method used is a literature study, namely conducting a review process on books, existing theories to be connected with the topic of leadership and quality of education, especially Islamic Education. The results of this study indicate that leadership and improving the quality of Islamic education as mandated by the national education goals require management that requires full support from various parties ranging from the government, school students, parents and the community. An improvement in the quality of education requires strengthening in several components, namely effective leadership, customer satisfaction, organizational culture, performance of educators and education personnel, curriculum and quality of graduates.

Customer satisfaction is a central issue in marketing management, as it plays a crucial role in determining customer loyalty amid increasingly intense business competition. A comprehensive understanding of the factors influencing customer satisfaction is essential not only for academics in strengthening marketing theory but also for practitioners in designing effective service and product strategies. This article aims to address two research questions: (1) what are the dominant factors influencing customer satisfaction, and (2) how does customer satisfaction relate to customer loyalty? The study employed a qualitative literature review method. The data consisted of scientific articles published between 2020 and 2025, accessed through Google Scholar and Publish or Perish (PoP) using the keyword “customer satisfaction.” From an initial selection of 30 articles, 27 were identified as relevant, and 5 core articles were further analyzed. The findings reveal three main themes: product and service quality as the dominant determinants of customer satisfaction; price, brand image, and promotion as supporting factors; and customer trust as an important mediating variable in building loyalty. This study concludes that customer satisfaction serves as a strategic link between service quality and customer loyalty. Future research is encouraged to explore the roles of digitalization, customer experience, and sustainability in shaping long-term customer satisfaction.

This study addresses the urgent need for digital transformation at Percetakan Rajawali, a printing company currently reliant on manual order processes, which leads to service delays, recording errors, and lack of transparency. The research aims to design and implement a web-based online ordering information system to facilitate customer orders, accelerate confirmation and order tracking, and improve the efficiency of order data management. Adopting the linear and sequential Waterfall methodology, the study progressed through stages of system analysis, design, coding, testing, and maintenance. The key findings include the successful design of a comprehensive system featuring product catalogs, an online ordering module with real-time cost calculation, integrated payment management, and an admin dashboard for order processing. The system is designed with user-centered and secure principles, expected to significantly enhance operational efficiency, service speed, and customer satisfaction by providing an integrated, transparent, and accessible online ordering platform.