Publication Search

Maintaining the best possible relationship with customers is part of Customer Relationship Management (CRM). The goal is to keep customers loyal and make the company make more money. Leading companies have incorporated CRM into their marketing strategies in an effort to increase sales. The Farmers Market company has implemented a customer relationship management (CRM) system; however, there has been no evaluation of their CRM model to identify profitable marketing strategies or customer retention opportunities. To conduct this investigation, a survey had to be conducted on a sample of 55 current Farmers Market consumers. Using the partial least squares method, the analysis will be conducted with the help of the SmartPLS 2.0 program. The findings of the analysis show that, overall, CRM variables relating to the impact of human resources on customer loyalty and customer satisfaction provide satisfactory results. Customer satisfaction is significantly influenced by each HR variable. While all other variables did contribute to the results, they were not statistically significant. This section of the study concludes with an analysis of the impact of Farmers' Market management and suggestions for improvement.

The development of micro, small and medium enterprises (MSMEs) is currently growing, with the existence of these MSMEs it can encourage Indonesian economic activities, and has a significant influence. One indicator that these MSMEs are progressing or developing is by assessing how satisfied consumers are in getting their satisfaction in purchasing products. Therefore, this study aims to assess how the level of consumer satisfaction in purchasing ayam penyet sangar products, this study uses the Customer Satifisfication Index (CSI) method. in the results of the calculations that have been carried out, there are final results that show a CSI value of 85.13% which indicates a very satisfied indicator. with the results obtained, this business is in accordance with what is expected by consumers because of the value of the calculation results.

Service Quality is fulfilling customer needs by offering products and services that exceed customer expectations, so that they can satisfy customer desires. Prima Freshmart, which is the object of this research, is a retail store that plays a crucial role in meeting people's needs. The aim of this research is to evaluate the level of customer satisfaction with the services provided at Prima Freshmart. The method used is the Service Quality Method (Servqual), this method can identify the service criteria expected by customers. Research on 97 respondents at Prima Freshmart SV IPB showed valid values ​​in measuring service levels. The results of analysis using Servqual show an average gap of -0.175. The attribute that has the biggest gap is being fast in providing promo information, so there is a need to improve in providing promo information quickly to customers.

Designing the layout is an important key in ensuring company operations run efficiently in the long term. Several problems have been identified at Sejahtera Mart, especially regarding the layout of frozen food and chillers, as well as shopping baskets that are less efficient. A layout that is not optimal can make it difficult for customers to find the items they need, thereby affecting customer satisfaction. This research uses the Activity Relationship Chart (ARC) method to analyze the relationship between facilities, and Total Closeness Rating (TCR) to evaluate the benefits of a layout that suits the product material flow and the shortest material flow distance that can be achieved. The research results show that the placement of the chiller and shopping basket layout in the layout solution has changed. Based on TCR analysis, the display rack shows the highest score with a TCR of 330, followed by the cashier with a score of 217. This research aims to redesign the layout of the facilities at Sejahtera Mart to be more efficient and effective in placing products and organizing space. It is hoped that these changes will improve sales, customer experience and maximize space use.

This research explores how service quality (servicescape) at Prima Freshmart, Sekolah Vokasi IPB University, affects customer satisfaction. Researchers surveyed 100 customers to gauge their perceptions of service quality and satisfaction. The results indicate that servicescape, as a whole, positively influences customer satisfaction. Among the servicescape dimensions, attentiveness and reliability emerged as the most influential. This suggests that customers value caring and dependable attitudes from the staff at Prima Freshmart. In conclusion, servicescape is a crucial factor for Prima Freshmart to consider in boosting customer satisfaction. Management should prioritize enhancing service quality, particularly regarding staff attentiveness and reliability, to cultivate a more satisfied customer base and encourage repeat business at Prima Freshmart.

Sumba Kitchen offers a variety of food menus. Not just local specialty food. There is also a menu of Indonesian food such as meatballs, rawon, fried noodles and processed sea fish. There are also western dishes such as pizza, burgers and spaghetti. So for those of you who find it difficult or afraid to enjoy new dishes, you can choose Indonesian and Western menus which are already familiar to your tongue, this could be a solution. Another interesting thing apart from opening a restaurant and cafe, the owner of Dapur Sumba also opened a bakery called Galaxy Bakeries. So for tourists who want to buy snacks to snack on while traveling or who intend to buy souvenirs for people at home, you can buy them here. Dapur Sumba also provides HR (Human Resources) who are qualified to provide services in restaurants, cafes and bakeries. . The human resources prepared by the owner of Dapur Sumba are in the form of (reliability, responsiveness and empathy). This research aims to analyze the influence of service quality on customer satisfaction. There are three hypotheses developed in this research, namely: 1) Customer quality has a positive effect on customer satisfaction. Data collection method is through distributing questionnaires to respondents directly. The respondents in this research were Sumba Kitchen customers. The number of questionnaires distributed was 98. The test technique used uses a validity test and a reliability test. Testing the first and second hypotheses uses a simple linear regression test. The research results show that service quality has a positive and significant effect on customer satisfaction.

This study aims to examine: about the function of Human Resource Management (HRM) in a company in increasing customer satisfaction, especially for patients at Sultan Agung Islamic Hospital Banjarbaru. The research design is a qualitative research which is a type of field survey research and a type of research whose findings are not obtained through statistical procedures or other forms of calculation. The results showed that human resource management is very influential on the satisfaction of visitors or patients at the Islamic Hospital Sultan Agung Banjarbaru, the results of the study obtained from several dimensions, namely: reliability, responsiveness, assurance, empathy, physical appearance. And from these results indicate that the informants are not satisfied with the dimensions of reliability, responsiveness, empathy and physical appearance due to queuing problems, health workers do not provide good explanations and understanding, doctors pay less attention when providing services. Meanwhile, informants who are satisfied only with the guarantee variable because the service they get is very good and the doctor is able to assure the patient's recovery, provides a sense of security, is friendly, polite and gentle.      

Passenger comfort in using public transportation is the main factor in satisfaction with the transportation services used. This lack of satisfaction will affect the use of transportation services which will reduce the income from transportation services. The aim of this research is to determine the characteristics, level of passenger/customer satisfaction based on (reliability, assurance, tangibles, empathy, responsiveness) and factors that influence the level of passenger satisfaction. This research uses a quantitative method, which was carried out in September-November 2022 at a tourist bus shelter in Tana Toraja Regency using SPSS analysis. The results of the research show that the analysis of 5 dimensions, namely tangibles (physical evidence) 0.131, reliability (reliability) 0.084, responsiveness (responsiveness) 0.082, confidence (belief) 0.117, empathy (attention) 0.0120. The most influential factor is the tangibles dimension (physical evidence), which is 0.131.

The development of the specialty coffee trade is currently transforming towards cafes or coffee shops. Coffee shops are in great demand among various age groups, from teenagers to adults. It is believed that psychological comfort can be found in coffee shops. This research is a quantitative study which aims to see the influence of Psychological Comfort on Customer Satisfaction of Coffee Shops in Padang City. The number of respondents in this study was 101 people using a purposive sampling technique. Data were analyzed using simple regression analysis. The research results show that there is an influence of Psychological Comfort on Coffee Shop Customer Satisfaction in Padang City.

The study aims to analyze the self-service technology and service quality factors of customer satisfaction at Masalalu Cafe, Rawa Domba, Jakarta. The sample used in this study uses primary data collected through questionnaires distributed to 94 respondents. Data analysis techniques use quantitative descriptive analysis. The results of the research are self-service technology and quality of service-generating data that have a positive combined and significant impact on customer satisfaction at Masalalu Cafe  

The rapid development of e-commerce in Indonesia has prompted attention to factors that can maintain business sustainability, especially in terms of customer loyalty. The literature study identified several determining factors, including service quality, customer satisfaction, and brand trust. This research was conducted with the aim of examining the impact of service quality, customer satisfaction, and customer trust on customer loyalty in the Shopee mobile application in Jabodetabek. Using a purposive sampling method, the survey was carried out by distributing questionnaires directly to 120 customers. The results of regression analysis using SPSS refer to a statistical research process where data about the relationship between one or more independent variables (predictors) and one dependent variable (result) is analyzed. SPSS is used as a tool to analyze data and produce regression results. Thus, this research provides important implications that e- commerce mobile applications need to ensure service quality, satisfaction and customer trust to maintain and increase customer loyalty, as well as compete effectively in the online market.    

This study explores the integration of predictive analytics into supply chain management within national e-commerce enterprises. Predictive analytics, which utilizes historical data combined with machine learning algorithms, regression analysis, and time series forecasting, has shown significant improvements in operational efficiency. The study focuses on four key areas: demand forecasting, inventory management, transportation optimization, and customer satisfaction. By predicting demand more accurately, e-commerce platforms can reduce stockouts and overstock situations, streamline logistics routes, and lower logistics costs. The implementation of predictive analytics led to a 20% reduction in delivery times and a 15% decrease in logistics costs, thereby enhancing customer satisfaction. However, the study also highlights challenges in integrating real-time data from multiple sources and scaling predictive models across diverse product categories and geographic regions. The results emphasize the need for e-commerce platforms to invest in technology that enables seamless data integration and the development of region-specific predictive models. The findings are compared with industry benchmarks, showing that the improvements in logistics and supply chain performance align with global trends. Based on these results, the study recommends best practices for implementing predictive analytics, including effective data collection, machine learning model training, and scalability considerations. By following these practices, e-commerce companies can optimize their supply chains, reduce operational costs, and increase customer satisfaction, positioning them for greater competitive advantage in the marketplace.

The advent of 5G technology has marked a significant shift in the telecommunications industry, offering transformative improvements in service speed, latency, and network reliability. This study explores the impact of 5G on operational efficiency and service innovation in telecom companies. By examining the operational performance of three leading telecom companies that have implemented 5G networks, the research identifies key improvements in speed, cost reduction, and resource optimization. The findings highlight that 5G has enabled companies to achieve up to 100 times faster data transfer speeds compared to previous generations, drastically reducing latency and enhancing network reliability. These improvements contribute to increased customer satisfaction, faster response times, and reduced operational costs. Additionally, the integration of artificial intelligence (AI) for network management has optimized resource allocation and further enhanced the efficiency of telecom operations. The research also demonstrates how 5G has driven innovation in service offerings, such as enabling smart cities, IoT integrations, autonomous vehicles, and real-time patient monitoring in healthcare. While the deployment of 5G offers numerous benefits, the study acknowledges challenges such as high infrastructure costs, digital inequality, and regulatory hurdles. Telecom companies must invest significantly in infrastructure and navigate complex regulatory environments to fully realize the potential of 5G. The study concludes that 5G technology has the potential to reshape the telecom sector, fostering greater competitiveness, service quality, and innovation. Future research should focus on the long-term impact of 5G on customer loyalty, its expanded applications, and its role in advancing future technologies such as 6G.

The very rapid development of information and communication technology has brought major changes in various aspects of life, one of which is transportation. In today's digital era, things are made easier for people by the existence of various online transportation services, one of which is Grab. Grab is one of the largest online transportation services in Indonesia, and Grab is very widespread, one of which is in the city of Semarang. Grab offers various transportation services, such as cars, motorbikes, taxis and goods delivery. This research uses quantitative research methods, and the sampling technique uses Non-Probability Sampling. The population in this research is Grab application customers in the city of Semarang. The number of samples taken was 100 respondents. This research uses quantitative analysis techniques. The presentation in this technique is the influence of service quality, level of customer satisfaction and promotion on customer loyalty of the Grab application among people in the city of Semarang. The data obtained in this research was then processed using SmartPLS 3

Hospital Pharmacy Installations (IFRS) have an important role in providing services to patients which generally contribute the highest income in hospitals. The wide role of IFRS in the smooth running of health services as the largest source of income in hospitals means that an IFRS development strategy needs to be carried out in the face of competition with other hospitals. This research aims to determine the results of measuring the performance of the PKU Muhammadiyah Wonosobo hospital's pharmaceutical installation using the Balanced Scorecard approach from a customer perspective and to provide suggestions for performance improvement strategies based on the results of these performance measurements. Performance measurement in this research uses a Balanced Scorecard approach from a customer perspective.The results show that from a customer perspective, patient satisfaction shows that patient results are satisfied, patient growth is 13.96% (increased) but prescription networkability is 81.50% (decreased). Recommended strategies for improving IFRS PKU Muhammadiyah Wonosobo performance are carried out by increasing indicators from the customer perspective in the Balanced Scorecard, including indicators for recipe networkability.

This research examines the role of local ports in addressing challenges from public ports and special terminals in their vicinity. It focuses on infrastructure, efficiency, connectivity, and competitiveness, using qualitative analysis and a Likert scale questionnaire. Findings reveal that while local ports excel in certain areas, improvements in infrastructure maintenance, operational efficiency, and transport connectivity are needed. Recommendations include investing in infrastructure, improving efficiency, enhancing marketing strategies, fostering collaborations, prioritising sustainability, and focusing on customer satisfaction. Implementing these recommendations can enhance local ports' competitiveness, strengthen their position in the maritime industry, and contribute to regional economic development.

This research is a type of quantitative research with accidental sampling method. The population in this study were 100 consumers who used the services of JNE Express Karangawen branch with a total sample of 100 people. The data collection technique uses a questionnaire that has been tested for the validity and reliability of the data. The data analysis method used consisted of normality test, multicollinearity test, and heteroscedasticity test. While the data analysis techniques used to answer the hypothesis include moderated regression analysis (MRA), t test, F test, and analysis of the coefficient of determination (R2). The results of this study indicate that (1) service quality has a positive and significant effect on customer satisfaction with a regression coefficient of service quality of 0.374 and a value of tcount > ttable that is 3.578 > 1.984 and a significance value of 0.000 <0.05. (2) timeliness of delivery is a moderating variable that strengthens the effect of service quality on delivery time satisfaction with a value of tcount > ttable which is 3,559 > 1,984 and a significance value of 0,003 < 0,05. (3) service quality has a positive and significant effect on customer satisfaction with timeliness of delivery as a moderating variable with a regression coefficient value of 0.18 on time delivery and a value of Fcount > Ftable that is 4.845 > 3.937 and a significance value of 0.042 < 0.05.

This research was motivated by the phenomenon of guest repurchase intention allegedly due to the quality of service, brand preferences, and prices at Warung Nasi Kelok Desa Talogondan. This study aims to analyze the role of satisfaction in mediating the effect of service quality, brand preference, and price on repurchase intention in Warung Nasi Kelok Talogon Village and Padang Pariaman Regency. This type of research is quantitative research with a causal associative approach. The population in this study is rice stall consumers who have visited Warung Nasi Kelok Talogon Village and Padang Pariaman Regency with a sample of 222 respondents. The research instrument used in this study was a questionnaire (questionnaire) arranged according to the Likert scale. Instrument trials use validity tests, reliability tests. Data analysis technique using Structural Equation Modeling with Partial Least Square (SEM-PLS). The result of the study is that there is a positive and significant influence between service quality variables and consumer satisfaction variables. There is a positive and significant influence between brand preference variables and consumer satisfaction variables. There is a positive and significant influence between price variables and consumer satisfaction variables. There is a positive and significant influence between the consumer satisfaction variable and the repurchase intention variable. There is an influence of customer satisfaction as a positive and significant mediating variable between service quality and repurchase intention. There is an influence of consumer satisfaction as a positive and significant mediating variable between brand preference for repurchase intention and path coefficient. There is an influence of consumer satisfaction as a positive and significant mediating variable between price and repurchase intention and path coefficient.

This study aims to identify the service attributes that are important to consumers using the servqual integration method and cartesian diagrams. With the help of the SPSS tool, 120 respondents were surveyed. The results show that the quality of service provided by Tirta Moedal Water Company is good, with an average performance score of 3.5 on a scale of 1 to 5. The dimensions that need to be improved are responsiveness and empathy. These attributes include the process of handling complaints, providing information during maintenance, the speed of responding to customer complaints, the ability of employees to listen to customer complaints, and the availability of consultation and complaint services for consumers. This study is expected to help improve service quality and maintain existing attributes.

The maritime industry, as one of the vital sectors in the global economy, plays an indispensable role in facilitating international trade and the transportation of goods worldwide. However, confronted with challenges of heightened global competition and fluctuations in fuel prices, the industry needs to seek solutions to enhance efficiency and overall performance. This study assesses the application of Lean Management Principles in the maritime industry, emphasizing strategies such as value stream mapping, waste identification, and employee training as crucial for success. Findings reveal potential for enhancing operational efficiency and reducing waste, along with additional benefits such as heightened customer satisfaction and contributions to environmental sustainability. Recommendations for further research encompass case studies on Lean Management implementation in the maritime industry, the development of tailored implementation models, and investigations into the environmental ramifications of Lean Management application. In conclusion, the implementation of Lean Management holds significant promise for improving the performance of the maritime industry and fostering its overall development.