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Abstract. This study aims to describe students’ motivation toward online learning at Universitas Negeri Medan and to identify the underlying reasons for such motivation. The research employed a descriptive qualitative design, utilizing the ARCS (Attention, Relevance, Confidence, Satisfaction) motivational model and Expectancy-Value Theory as the theoretical frameworks. Data were collected through an online questionnaire distributed to 34 English Education students and semi-structured interviews with 5 purposively selected participants. The results indicated that all four components of the ARCS model were in the moderate category, with mean scores of 3.16 for Attention, 3.29 for Relevance, 3.20 for Confidence and 3.20 for Satisfaction. While students appreciated the flexibility and accessibility of online materials (high utility value), they frequently experienced boredom and mental fatigue due to limited social interaction and the "artificial" nature of screen based learning (high cost and low intrinsic value). The study concludes that students remain motivated primarily due to professional aspirations rather than engaging instructional designs. These findings suggest that educators should implement more interactive strategies to enhance student engagement in digital environments.

This study aims to analyze the effectiveness of public services at the Samarinda Public Service Mall in realizing the principles of good governance. The methods used in this study are observation and direct interviews with agencies and community service users. Interviews were conducted with the Head of General Affairs and Personnel at the Samarinda City Investment and One-Stop Integrated Services Office and several community members who were processing administrative matters at the Samarinda MPP. The observation results indicate that the quality of service at the Samarinda MPP is classified as very good. Service staff and security personnel appear friendly, communicative, and responsive in assisting the community. The available service facilities are also quite complete and comfortable, thus supporting a more effective and organized public service process. The interview results indicate that the community is very satisfied with the services provided, both in terms of speed of service, ease of obtaining information, comfort of facilities, and the attitude of staff in assisting the community. In addition, services at the Samarinda MPP have implemented several principles of good governance such as effectiveness, efficiency, responsiveness, transparency, and equality of service. Based on the results of the study, it can be concluded that public services at the Samarinda MPP have been running well and are able to provide effective, humanistic services, and are oriented towards public satisfaction.

This research is grounded in the understanding that employees are the core of organizational sustainability, and their job satisfaction is shaped not only by daily tasks but also by the organization’s ability to manage workload and support balance between work demands and personal life. This study aims to analyze the effect of workload and work-life balance on employee job satisfaction at the Class I Correctional Center (Bapas) Makassar. Using a quantitative approach, data were collected through questionnaires distributed to 54 employees and analyzed using multiple linear regression assisted by SPSS Statistics 25. The research variables consist of workload and work-life balance as independent variables, and job satisfaction as the dependent variable. The findings indicate that workload has a positive and significant effect on job satisfaction, suggesting that employees’ perception of being able to complete tasks effectively can increase their comfort and confidence at work. Work-life balance also shows a positive and significant influence, indicating that the ability to manage both work responsibilities and personal life contributes directly to greater feelings of satisfaction, stability, and motivation in performing duties. Simultaneously, both variables significantly affect job satisfaction, emphasizing the importance for organizations to regulate workload proportionally while providing space for employees to maintain a healthy life balance. These findings highlight that effective workload management and support for work-life balance are crucial organizational investments to foster a healthy, productive, and employee-centered work environment.

Effective communication is essential for teamwork effectiveness in healthcare, particularly in inpatient units where patient care requires coordination among multiple professionals. Internal data from Hospital X showed that more than 50% of medical incidents in the last two years were related to miscommunication among healthcare workers. In addition, the 2024 employee satisfaction survey reported that workplace communication satisfaction was only 62%, below the hospital target of 75%. This study aimed to examine the influence of effective communication on teamwork effectiveness with interprofessional collaboration as an intervening variable at Hospital X.This study used a quantitative cross-sectional design involving 226 healthcare workers, including doctors, nurses, and medical support staff. Data were analyzed using the Three-Box Method and PLS-SEM. The findings revealed that effective communication significantly influenced teamwork effectiveness both directly and indirectly through interprofessional collaboration. Interprofessional collaboration also acted as a significant mediating variable between communication and teamwork effectiveness. These results indicate that communication is a key foundation for strengthening collaboration and improving teamwork in hospitals. Therefore, hospitals should enhance communication training and interprofessional collaboration programs to improve healthcare quality and patient safety

This study aims to improve subcontractor safety performance through strengthening governance systems, leading safety indicators, capability building, and performance monitoring at PT Putra Perkasa Abadi (PPA) Jobsite Borneo Indobara (BIB). The research was motivated by the increasing trend of subcontractor incidents during Quarter 1 to Quarter 3 of 2025, where seven incidents occurred and exceeded the company threshold. In addition, subcontractor performance evaluation scores remained below the target threshold of 70, while customer satisfaction scores in subcontractor management decreased from 8.45 to 7.58. The study applied a continuous improvement approach using Quality Control Circle (QCC), Pareto analysis, Nominal Group Technique (NGT), and root cause analysis with the Ishikawa method. Improvement initiatives were implemented through four strategic pillars: strengthening governance, reinforcing leading indicators, capability building, and integrated dashboard monitoring. The implementation results showed significant improvements in subcontractor safety management. The subcontractor incident frequency rate was reduced to zero incidents in Quarter 4 of 2025, subcontractor performance evaluation increased above the threshold to 70.81, and customer satisfaction scores improved to 8.55. The findings indicate that structured governance strengthening combined with real-time monitoring and subcontractor engagement can significantly improve mining safety performance and stakeholder trust.

 The rapid adoption of smartphones among Indonesian digital natives has increased reliance on biometric authentication systems. However, empirical evidence regarding the relationship between user satisfaction and security risk awareness remains limited, particularly in developing-country contexts. This study investigates the behavioral dynamics of biometric security perception among 266 respondents, consisting of 221 high school students and 45 university students in Indonesia. A Python-based computational pipeline incorporating Akaike Information Criterion (AIC) validation and 1,000-iteration stochastic bootstrapping was employed to evaluate nonlinear behavioral patterns using Polynomial Regression and Ordinary Least Squares (OLS) multivariate analysis. The results confirm the existence of a nonlinear Security Paradox. While the overall population demonstrates a positive quadratic trajectory, the university student group exhibits a concave-down parabolic relationship (a=−0.0460), indicating a decline in perceived utility beyond a specific security threshold. The identified behavioral breaking point occurs at X≈5.45 (95% CI: 2.99–20.77), suggesting that excessive security hardening may reduce perceived usability and increase cognitive friction. Furthermore, the ablation analysis reveals that security risk awareness (p<0.001) is the strongest predictor of user satisfaction, exceeding the influence of daily usage intensity. Segment-level analysis further demonstrates behavioral divergence between respondent groups. High school students exhibit relatively uniform satisfaction toward biometric systems, whereas university students display greater variability and more critical perceptions regarding authentication friction. These findings indicate that highly rigid security configurations may become less effective for users with higher digital literacy and risk awareness. This study contributes a computationally validated behavioral framework for understanding security–utility trade-offs and provides a conceptual foundation for developing adaptive, user-centric, and friction-aware biometric authentication systems.

Food waste is an important indicator in evaluating the effectiveness of food service management, especially in institutional settings such as Islamic boarding schools. High levels of food waste can be influenced by several factors, including food taste and satisfaction with food service. This study aimed to analyze the relationship between food taste and food service satisfaction with food waste among students at Al-Hasyimi Islamic Boarding School Sukolilo Bancar. This research used a quantitative method with a cross-sectional design. The population consisted of 127 female students, with 98 respondents selected using stratified random sampling. Data were collected using the Comstock form to measure food waste and questionnaires to assess food taste and food service satisfaction. Data analysis was conducted using univariate and bivariate analysis with the Spearman Correlation test. The results showed a significant relationship between food taste and food waste (p=0.000), as well as between food service satisfaction and food waste (p=0.000).

This study aims to understand the role of E-Commerce in building customer loyalty, explain the process of loyalty formation, and assess how customers perceive service quality in relation to loyalty, using the GoFood service in Jombang as a case study. The rapid growth of online food delivery services has intensified competition, making customer loyalty a critical factor for sustainability. Employing a qualitative case study approach, data were collected through in-depth interviews with 30 GoFood customers and several drivers in the Jombang area. The findings reveal that E-Commerce platforms significantly enhance loyalty through user-friendly application interfaces, supporting features (such as live tracking, history, and digital payments), and beneficial promotions. The loyalty formation process occurs gradually through consistent positive experiences, moving from customer satisfaction to trust, and ultimately to habitual use. Crucially, the quality of driver services—including politeness, effective communication, punctuality, and order accuracy—emerged as a key determinant of customer comfort and repeat orders. This study implies that for E-Commerce platforms to maintain a competitive edge, strategies must integrate digital convenience with consistently reliable human interactions. The research contributes empirical insights from a semi-urban Indonesian context, highlighting that customer loyalty is not merely transactional but is built on a combination of technological ease, economic value, and positive interpersonal service experiences.

This study aims to determine the effect of price and service quality on customer satisfaction at Nusa Bunga Salon Maumere. The research employed a quantitative approach using descriptive and verificative methods. The independent variables in this study were price (X1) and service quality (X2), while the dependent variable was customer satisfaction (Y). The population consisted of all customers of Nusa Bunga Salon Maumere who visited and utilized salon services during 2025, totaling 1,392 customers. A sample of 100 respondents was determined using the Slovin formula and purposive sampling technique. Data were collected through questionnaires, interviews, documentation, and literature studies. Data analysis was conducted using validity tests, reliability tests, descriptive analysis, classical assumption tests, multiple linear regression analysis, coefficient of determination (R²), F-test, and t-test with the assistance of SPSS version 23. The results showed that, partially, price had a positive and significant effect on customer satisfaction, with a t-value of 2.803 and a significance value of 0.004. Service quality also had a positive and significant effect on customer satisfaction, with a t-value of 3.336 and a significance value of 0.001. Simultaneously, price and service quality had a positive and significant effect on customer satisfaction, with an F-value of 6.733 and a significance value of 0.002. The coefficient of determination indicated that price and service quality contributed 12.2% to customer satisfaction, while the remaining 87.8% was influenced by other factors outside the scope of this study. Based on these findings, it is recommended that Nusa Bunga Salon Maumere continuously improve its service quality and maintain affordable pricing to enhance customer satisfaction.

Social media has evolved into a significant platform where consumers freely express their opinions, experiences, and levels of satisfaction regarding various products, including those offered by Micro, Small, and Medium Enterprises (MSMEs). The comments and reviews shared by customers on these platforms contain diverse sentiments that can serve as valuable indicators of how consumers perceive product quality. Understanding these sentiments is crucial for MSME owners, as it allows them to evaluate their products and adapt to market expectations more effectively. This study aims to analyze customer sentiment toward MSME products on social media by utilizing the Naïve Bayes algorithm, a widely used classification method in text mining. The data used in this research consist of customer comments collected from various social media platforms. The research process involves several stages, including data collection, manual labeling of sentiments, text preprocessing (such as tokenization, case folding, and stopword removal), and splitting the dataset into training and testing subsets. Subsequently, the classification process is carried out using the Naïve Bayes algorithm to categorize sentiments into positive, negative, and neutral classes. The results of this study demonstrate that the Naïve Bayes method is effective in classifying customer sentiments with a satisfactory level of accuracy. These findings provide a comprehensive overview of consumer perceptions regarding the quality of MSME products. Furthermore, this research is expected to assist MSME business owners in understanding customer feedback more systematically and using it as a basis for improving product quality and enhancing customer satisfaction in a competitive digital marketplace.

This study examines the influence of service quality and application quality on user satisfaction with the Sipaduko public service application at the Department of Population and Civil Registration of Jambi City. The research is motivated by the importance of improving the quality of digital-based public services to fulfill community needs effectively and efficiently. Although Sipaduko was developed to simplify online population administration services, several obstacles remain, including limited human resources, application usage difficulties, system disruptions, and lengthy service processes. This study uses a quantitative approach with data collected through questionnaires distributed to Sipaduko users. The data were analyzed using statistical methods to determine the partial and simultaneous effects of service quality and application quality on user satisfaction, as well as to identify the most dominant variable. The results indicate that both service quality and application quality significantly influence user satisfaction, both individually and simultaneously. Among the two variables, application quality shows the strongest influence on user satisfaction in accessing digital public services.

This study aims to analyze the level of student satisfaction in paying tuition fees (UKT) through the BRImo application at Universitas Negeri Gorontalo. The research applies the service quality (SERVQUAL) framework, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A qualitative descriptive approach was employed, with data collected through in-depth interviews, direct observations, and documentation. Participants included students who actively use the BRImo application for UKT payments as well as staff responsible for tuition management. Data analysis followed a systematic process involving data reduction, data display, and drawing conclusions to ensure accuracy and clarity of findings. The results indicate that using the BRImo application for tuition payment offers significant convenience and efficiency, allowing students to complete transactions without physically visiting the university payment office. Despite these benefits, several challenges were identified, including failed transactions, delays in payment confirmation, and suboptimal responses from customer service staff. Overall, the study concludes that student satisfaction with tuition payments via BRImo is considered fairly good. Nevertheless, improvements in reliability and responsiveness are recommended to further enhance the user experience and optimize the quality of service provided.  

This  study  aims  to  determine  and  analyze  the  effect  of  service  quality  and  infrastructure  on  tourist  satisfaction  in  Mangrove  Watubaing..  The  background  of  this  study  is  based  on  fluctuations  in  the  number  of  visitors  to  Mangrove  Watubaing  tourism  and  the  gap  between  expectations  and  reality  felt  by  tourists  regarding  service  quality  and  tourism  facilities.  Service  quality  and  infrastructure  are  important  factors  in  creating  comfort  and  tourist  satisfaction  during  their  visit..  This  study  uses  a  quantitative  approach  with  causal  associative  research  type.  The  population  in  this  study  were  all  tourists  visiting  Mangrove  Watubaing.  The  sampling  technique  used  was  accidental  sampling  with  100  respondents.  Data  collection  techniques  were  carried  out  through  questionnaires,  interviews,  and  observations .  Data  analysis  techniques  used  are  descriptive  statistical  analysis,  validity  test,  reliability  test,  classic  assumption  test,  multiple  linear  regression  analysis,  t-test,  and  F-test  using  SPSS  program.  The  results  showed  that  service  quality  had  a  positive  and  significant  effect  on  tourist  satisfaction  with  a  significance  value  of  <  0.05  .  Infrastructure  also  has  a  positive  and  significant  effect  on  tourist  satisfaction  with  a  significance  value  of  <  0.05.  Simultaneously,  service  quality  and  infrastructure  have  a  significant  effect  on  tourist  satisfaction  with  an  F-count  value  >  F-table  and  a  significance  level  of  <  0.05  [cite:  uploaded:SKRIPSI  revisi  1.docx].  This  shows  that  the  better  the  quality  of  service  and  the  more  adequate  the  available  infrastructure, the level of tourist satisfaction will increase.

The increasing use of mobile applications in the retail industry has generated a large volume of user reviews that contain valuable insights regarding customer experience and service quality. However, the unstructured nature of these reviews requires an automated approach to extract meaningful patterns efficiently. This study aims to perform sentiment analysis on user reviews of the Indomaret Poinku application by integrating lexicon-based labeling with machine learning classification. A total of 10,000 reviews were collected from Google Play Store and processed through a series of text preprocessing steps, including cleaning, case folding, normalization, tokenization, stopword removal, and stemming. Sentiment labeling was performed using the Indonesian Sentiment Lexicon (InSet), producing three sentiment classes: positive, negative, and neutral. The labeled data were vectorized using CountVectorizer and classified using two algorithms: K-Nearest Neighbors (KNN) and Random Forest (RF). Evaluation results show that Random Forest outperforms KNN, achieving an accuracy of 82.5%, compared to 69% for KNN. Random Forest demonstrates superior performance in handling high-dimensional sparse text features and yields more stable predictions across sentiment classes. This study contributes to the growing body of research on Indonesian sentiment analysis by demonstrating the effectiveness of combining lexicon-based labeling with ensemble learning methods, offering practical implications for developers seeking to improve the quality and user satisfaction of digital retail applications.

This study aims to determine and analyze the effect of entrepreneurial knowledge and entrepreneurial skills on business success in Micro, Small, and Medium Enterprises (MSMEs) in Aesesa District, Nagekeo Regency. The background of this research is driven by fluctuations in MSME performance, unstable turnover, suboptimal management, low customer satisfaction, and limited practical skills and knowledge. This study utilizes a quantitative approach with a causal associative method. The population consists of all 3,705 active MSMEs in Aesesa District. The sampling technique used was purposive sampling with specific criteria, and the sample size was calculated using the Slovin formula with a 10% margin of error, resulting in exactly 100 respondents. Data collection was conducted via structured questionnaires with a 1–5 Likert scale. Data analysis techniques include descriptive statistics, validity and reliability tests, classical assumption tests (multicollinearity, heteroscedasticity, and normality), multiple linear regression analysis, t-test, F-test, and coefficient of determination administered through SPSS. The multiple linear regression analysis yielded the equation Y = 12.450 + 0.412X1 + 0.385X2. The partial test (t-test) demonstrates that entrepreneurial knowledge has a positive and significant effect on business success (t count 4.120 > t table 1.984, sig 0.000). Entrepreneurial skills also exert a positive and significant impact on business success (t count 3.850 > t table 1.984, sig 0.000). Simultaneously (F-test), entrepreneurial knowledge and entrepreneurial skills have a significant combined effect on business success with F count 38.450 > F table 3.09. The coefficient of determination (Adjusted R Square) value of 0.442 indicates that the variation in business success is influenced by both independent variables by 44.2%, while the remaining 55.8% is explained by external factors outside this research model.

This study explores the relationship between service quality dimensions and customer loyalty in high-contact service industries, including healthcare, hospitality, and financial services, particularly in emerging markets. Using the SERVQUAL model, which identifies five key dimensions tangibles, reliability, responsiveness, assurance, and empathy the research examines how these dimensions influence customer loyalty. A quantitative research design is employed, with data collected through a cross-sectional survey of 400 respondents using a structured questionnaire. The study analyzes service quality, customer satisfaction, and loyalty using Structural Equation Modeling (SEM), regression analysis, and Exploratory Factor Analysis (EFA). Findings reveal that reliability and empathy are the most influential factors in fostering loyalty, with customer satisfaction acting as a mediator. Additionally, the research highlights the role of perceived value and customer experience in moderating these effects, particularly in sectors like healthcare and hospitality. The study extends the SERVQUAL model by integrating new dimensions such as customer experience and perceived value, offering a more comprehensive framework for understanding service quality in high-contact industries. These insights provide actionable recommendations for service managers to enhance customer loyalty by addressing both functional and emotional aspects of service quality

This study is motivated by the importance of maintaining consumer satisfaction amidst increasingly fierce competition in the culinary business, where Warteg Bunana faces challenges in the form of a decline in the number of customers over the past two years. The objective of this research is to determine and analyze the influence of social media promotion, location, and perceived value on consumer satisfaction at Warteg Bunana in Batam City. The research method used is a quantitative approach with a survey method through the distribution of questionnaires to 100 respondents selected using simple random sampling techniques. Data were analyzed using multiple linear regression analysis via SPSS software. The findings indicate that simultaneously, social media promotion, location, and perceived value have a significant effect on consumer satisfaction with an F value of 21,940 and a significance value of 0.000 < 0.05. Partially, all three variables also have a significant influence on consumer satisfaction. The coefficient of determination (R Square) of 0.407 shows that these variables explain 40.7% of consumer satisfaction. The implications of this research suggest that Warteg Bunana management needs to increase social media promotion consistently and maintain location comfort and service quality to improve consumers' perceived value on a sustainable basis

This research is motivated by the phenomenon of decreasing number of customers at Emdee Easy Beauty Clinic Batam, which indicates the need for an evaluation of marketing strategies. The purpose of this study is to analyze the influence of price, promotion, brand image, and product quality on consumer satisfaction. The research method used is quantitative associative with a sample of 91 respondents taken using simple random sampling technique. Data were collected through questionnaires and analyzed using multiple linear regression. The results showed that simultaneously, price, promotion, brand image, and product quality had a significant effect on consumer satisfaction (F count 14.111 > F table 2.47). Partially, the variables of price, promotion, and brand image have a positive and significant influence, but product quality does not have a significant effect on consumer satisfaction in this study. The implication of these findings is that clinic management needs to prioritize competitive pricing strategies, strengthen promotional activities, and maintain a positive brand image to sustain and increase customer satisfaction.

Patient satisfaction is one of the key indicators in assessing the quality of nursing care in hospitals. High-quality nursing care can enhance patient trust, comfort, and satisfaction during their treatment. This study aims to determine the relationship between the quality of nursing care and the satisfaction of inpatients at Bahteramas General Hospital in Kendari City. This is an analytical quantitative study using a cross-sectional approach. The sample consisted of 39 inpatients. Data were collected using a questionnaire and analyzed using univariate and bivariate analyses with the chi-square test. The results indicate a significant relationship between all dimensions of nursing service quality and inpatient satisfaction. The tangible dimension was associated with patient satisfaction (p = 0.003), reliability (p = 0.000), responsiveness (p = 0.000), assurance (p = 0.012), and empathy (p = 0.000). In general, patients who rated the quality of nursing care as “poor” tended to be more likely to fall into the “dissatisfied” category, while patients who rated the quality of care as “adequate” tended to be more likely to fall into the “satisfied” category. This study concludes that the quality of nursing care is significantly associated with inpatient satisfaction at Bahteramas General Hospital in Kendari City. . Therefore, hospitals need to improve the quality of nursing care, particularly in terms of physical evidence, reliability, responsiveness, assurance, and empathy, in order to enhance patient satisfaction.

This study aims to analyze the effect of price and e-service quality on e-satisfaction at Ninetech Store on the Shopee marketplace, both partially and simultaneously. This study uses a quantitative method with an associative approach. The research subjects were Ninetech Store customers, with a sample size of 96 respondents obtained through sampling techniques using the Rao Purba formula. Data were collected through questionnaires and analyzed using validity tests, reliability tests, classical assumption tests, simple and multiple linear regression analysis, correlation coefficients, determination coefficients, and hypothesis testing. The results show that price has a positive and significant effect on e-satisfaction, as does e-service quality, which also has a positive and significant effect on e satisfaction. In addition, price and e-service quality were simultaneously proven to have a significant effect on the e-satisfaction of Ninetech Store customers on the Shopee marketplace. The results of this study are expected to be taken into consideration by Ninetech Store in formulating pricing strategies and improving the quality of electronic services to increase customer satisfaction.