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Ikhsan Meidian Utama; Sa’diyah El Adaiyah

Jurnal Ilmu Komunikasi, Administrasi Publik dan Kebijakan Negara 2025 Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

In an era of increasingly open and developing information, the image of state institutions is a reflection of a government and can affect public trust. Therefore, LAN RI Public Relations carries out Digital Public Relations activities using social media so that LAN RI can maintain its image in the eyes of the public. The purpose of this research is to describe Regina Luttrel's SOME theory in the activity of using social media in maintaining the image of the institution. The theory used in this research is the SOME theory which has the dimensions of Share, Optimize, Manage, and Engange (Regina Luttrell). This research also uses image theory which consists of Perception, Cognition, and Motive dimensions (Walter Lippmann). This study concludes that LAN Public Relations in the Concept of The Circular Model of SOME implements Share by utilizing various social media platforms. Content is organized through a curation process that is tailored to the institution's guidelines to create relevant and informative communication. Through Optimize, the effectiveness of message delivery is measured based on data analytics with strategies that consider platform algorithms. In the Manage stage, LAN's PR team monitors and analyzes emerging issues, ensuring a quick response to sensitive issues. Engage efforts are demonstrated through surveys, quizzes, discussion forums, and employee personal branding efforts that strengthen public engagement while building trust.

Petrus J. Darus; Vinsensius Aprila Kore Dima; Lidia Lali Momo

Mars: Jurnal Teknik Mesin, Industri, Elektro Dan Ilmu Komputer 2025 Asosiasi Riset Teknik Elektro dan Informatika Indonesia

The rapid development of digital technology has significantly transformed commercial activities, particularly through the emergence of marketplaces as platforms for online transactions. The vast number of products available in a marketplace often creates difficulties for users in finding items that suit their needs and preferences. To address this challenge, a recommendation system is required to provide personalized and relevant product suggestions. This study discusses the implementation of a product recommendation system in a marketplace using the Collaborative Filtering method. This method works by leveraging information from users’ previous behavior, such as purchase history, ratings, and similarity of preferences with other users, to generate more accurate product recommendations. The Collaborative Filtering approach has proven effective in identifying user preference patterns based on relationships between users as well as between items. This study employs user interaction data such as ratings and shopping activities as the processing foundation. The process involves data collection, preprocessing, calculation of similarity between users or products, and generating recommendation lists. The results indicate that this method enhances the shopping experience by providing relevant product suggestions tailored to user interests, thereby increasing customer satisfaction and potentially improving sales performance in the marketplace. Thus, the application of a Collaborative Filtering-based recommendation system not only simplifies product discovery for users but also offers strategic advantages for marketplace operators in digital business competition

Sindu Rizky Utomo; Indra Kertati; Aris Toening Winarni

Jurnal Media Administrasi 2025 Universitas 17 Agustus 1945 Semarang, Indonesia

Government procurement of goods and services is a crucial instrument in achieving transparent, efficient, and accountable governance. One of the key innovations introduced is the e-Catalogue system, an electronic procurement platform provided by the National Public Procurement Agency (LKPP). This study aims to evaluate the implementation of the e-Catalogue in sports equipment procurement at the Youth and Sports Office (Dispora) of Semarang City, focusing on its mechanisms, supporting and inhibiting factors, and its impact on procurement governance. This research employed a descriptive qualitative approach, involving eight informants consisting of structural officials and suppliers. The findings indicate that, in general, the implementation of the e-Catalogue has been effective, particularly in terms of time efficiency, price transparency, and accountability enhancement. However, several challenges remain, including the lack of formal policy dissemination, limited digital literacy among some staff, insufficient internet infrastructure, and unstructured inter-unit coordination. Based on these findings, the study recommends several strategic measures: (1) establishing a permanent inter-unit coordination team, (2) strengthening human resource capacity through continuous training, (3) developing a digital dashboard for real-time monitoring, (4) providing limited public access to procurement reports, and (5) fostering partnerships with suppliers through technical forums and routine evaluations. These measures are expected to optimize the implementation of the e-Catalogue and serve as a best practice model for other local government institutions.

Syah Reza Hasyim; Agus Dwi Santosa; Faris Nofandi

Jurnal Kendali Teknik dan Sains 2025 International Forum of Researchers and Lecturers

This research aims to design and build an Internet of Things (IoT)-based electrical energy monitoring system on a Darrieus turbine prototype to optimize energy yield. This research using the Research and Development or RnD method, this method was chosen by researchers because it can provide solutions, enable the development and application of more effective learning methods. The system uses NodeMCU ESP32 sensors to measure important parameters such as voltage, current, power, and energy produced by the turbine. The collected data is then analyzed and visualized through IoT platforms such as ThingsBoard, which allows real- time monitoring of the turbine's performance. The integration of IoT in this system is expected to improve energy use efficiency by providing useful information for management and decision-making in turbine operations. This research also fills the gap in Darrieus turbine development with an approach that combines IoT-based monitoring and energy yield optimization, and can be applied to improve the efficiency of renewable energy in Indonesia

Firsyawardana, Muhamad Reznu; Andreas, Rino; Kriskartika, Septi Anggita; Pratama, Rony Kurniawan; Umaiyah, Siti

Jurnal Pengabdian dan Solidaritas Masyarakat 2025 Lembaga Pengembangan Kinerja Dosen

The urgency of improving product marketing effectiveness in Musuk Village, Boyolali, arises because the Ceria Women Farmers Group (KWT Ceria) has been relying on face-to-face sales with limited reach and minimal visual appeal to attract potential buyers. The goal of this training is to enhance the knowledge and skills of KWT Ceria members in product photography and the use of e-commerce platforms to expand market access. The methods applied in this training include interactive lectures on the basic principles of product photography and digital marketing strategies, demonstrations of e-commerce applications, as well as hands-on practice in product photography and uploading photos to online platforms. The post-training evaluation results show a significant increase in participants' knowledge, enhanced technical skills in product photography, and deliverables such as a digital product catalog and e-commerce accounts. The findings demonstrate that product photography and digital marketing training can strengthen the competitive edge of KWT Ceria in the digital era. This training not only provided technical skills but also improved the members' ability to utilize technology to market products more widely and efficiently.

Sary, Annisa Novita; Oktariyani Dasril; Sandra Hardini

Nusantara: Jurnal Pengabdian kepada Masyarakat 2025 Pusat Riset dan Inovasi Nasional

Tuberculosis (TB) remains a major health problem in Indonesia, particularly in Islamic boarding schools (pesantren) where overcrowding and low awareness increase transmission risks. This community engagement aimed to improve knowledge, early detection, and reduce TB stigma at SMA Dar El Iman Islamic Boarding School, Padang. A participatory approach was conducted from July to September 2025 involving 34 female students. Activities included health education, student cadre formation through the Red Cross Youth (PMR), TB symptom screening, and anti-stigma campaigns. Results showed students’ knowledge improved from 45% to 90%, five student cadres were established as peer educators, and three suspected TB cases were referred to health facilities. Evaluation indicated increased awareness of dormitory hygiene, ventilation, and peer support. This program highlights pesantren as a strategic platform for TB prevention and early detection. In conclusion, school-based TB education and screening effectively enhance students’ capacity and support the national TB elimination target by 2030.

Fitalia Bunga Fandila; Aminah Swarnawati

Harmoni: Jurnal Ilmu Komunikasi dan Sosial 2025 International Forum of Researchers and Lecturers

The development of digital technology has changed marketing communication patterns, including in the music and audio industry. PT. Pro Musik Indonesia faces several challenges, including a diverse product variety that is not widely known, prices that target the middle to upper segment, but are not supported by clear communication. This study aims to analyze the implementation of marketing communications at PT. Pro Musik Indonesia uses the Communication Mix theory proposed by Philip Kotler (2020), which consists of five main elements: advertising, promotion, personal selling, public relations, and direct and digital marketing. The research method used is descriptive qualitative with interviews as the data collection technique. The results show that PT. Pro Musik Indonesia has utilized social media for advertising, offered seasonal discounts and cashback in sales promotions, taken a consultative and educational approach to personal selling, and built an image through music events and exhibitions. In addition, the company also integrates e-commerce platforms as a means of direct and digital marketing to expand market reach. Based on these findings, it can be concluded that the implementation of marketing communications at PT. Pro Musik Indonesia is adaptive to technological developments and consumer behavior.

Aristamy, I Gusti Ayu Agung Mas; Mutiarani, Rizkita Ayu; Winatha, Komang Redy; Naratama, I Made Edo

Jurnal Riset Rumpun Seni, Desain dan Media 2025 Pusat Riset dan Inovasi Nasional

This study aims to develop an interactive mobile application-based learning media to introduce Devanagari Sanskrit script to Indonesian teenagers. The background of this research is the lack of communicative, contextual, and engaging learning media for the digital generation in learning traditional scripts. The development method uses the ADDIE model modified with a visual communication design approach and integration of local Balinese cultural values. The results show that this media successfully combines strong visual elements, interactive voice narratives, and Balinese cultural iconography in one mobile-friendly platform. Validation from design and cultural experts shows a very high level of feasibility, supported by positive responses from student users at the Dvipantara Samskrtam Foundation. This research makes a real contribution to the preservation of traditional scripts through a digital educational approach that is adaptive to the learning needs of today's teenagers. In addition, this research also opens opportunities for the development of similar learning media for other traditional scripts, thereby increasing awareness and understanding of Indonesia's rich culture among the younger generation. By integrating technology in learning, it is hoped that the preservation of Indonesian culture can go hand in hand with the progress of the times.

Brigitta Valentina Jessica; Imam Syafganti

Jurnal Manajemen Pariwisata dan Perhotelan 2025 International Forum of Researchers and Lecturers

The growth of modern technology has brought about numerous changes and new developments. Things that were previously considered unimaginable are now seen as commonplace and intriguing to many people. One example is the internet. Digitization can now be applied to all types of businesses, from the smallest to the largest. The formulation of marketing strategies has become more effective with this digitization. This study aims to examine the digital marketing activities of PT AkzoNobel Car Refinishes Indonesia on the Instagram social media platform. The research is conducted to review the uploaded content, engagement with followers, and their impact on the brand and sales. Data were obtained from direct experience during the internship process at the company. Research has shown that with proper and effective use, Instagram has provided considerable excitement for the company and its managers to utilize.

Ribka Novianeli; Ali Rohman

Jurnal Media Administrasi 2025 Universitas 17 Agustus 1945 Semarang, Indonesia

Government representatives are members of legislative institutions elected by the people to represent their interests and aspirations in the policy-making and decision-making processes of government. People's representatives have a moral and ethical responsibility in carrying out their duties as representatives of the public's interests. The early history of the formation of people's representatives dates back to the Preparatory Committee for Indonesian Independence (PPKI), which also appointed the first president and vice president in Indonesia. People's representatives are a key pillar in the democratic system, serving as a channel for the people's aspirations. In carrying out their duties, they are required to uphold ethical values, integrity, and morality. However, various cases of ethical violations involving members of the House of Representatives (DPR) have triggered an increasingly critical public response, especially in the digital era that enables information transparency. This study aims to analyze how ethical violations by people's representatives affect public perception and how social media strengthens the public's critical power. This research method is qualitative-descriptive with a case study approach. The results show that public response to ethical violations has increased sharply through digital platforms, which has a direct impact on public trust and the legitimacy of legislative institutions. Social media has become a primary medium for expressing disappointment and moral pressure on people's representatives. In addition, social media has also changed the way organizations and individuals interact. The speed of information dissemination magnifies the social impact of every action by members of the House of Representatives. Ethics reform and a stricter oversight system are needed to maintain the integrity of representatives. This research concludes that the ethics of representatives are crucial for maintaining public trust. It is crucial for representatives to uphold a code of ethics to ensure integrity, which will lead to a positive public response and trust in the government.

Rosmini Rosmini; Arifin Sahaka; Ahmad Abdul Mutalib

International Journal of Islamic and Economic Education 2025 International Forum of Researchers and Lecturers

This study examines and analyzes the strategies of mosques as a medium for empowering the community's economy in the city of Watampone. The main focus of the research is to identify the types of strategies implemented by mosques, the challenges faced in carrying out economic programs, and to formulate effective strategies for improving community welfare based on mosque-centered initiatives.The research method used is qualitative descriptive, with data collected through interviews, observations, and documentation of four main mosques in Watampone City: Masjid Agung al-Malkaz al-Ma’arif, Masjid Nurul Hamirah, Masjid Tua Al-Mujahidin, and Masjid Songko’ Recca. The findings reveal that mosques in Watampone have implemented two strategic approaches to economic empowerment: offline (physical) and online (digital). (1) Offline strategies are carried out through the utilization of physical assets such as hall rentals, the establishment of business units, and the organization of social and educational activities.(2) Online strategies are still limited to the use of QRIS for donations and da'wah media, and have not yet extended to digital economic empowerment such as sharia-based marketplaces or online training platforms. In practice, mosques utilize several Islamic economic contracts, including ijarah, muḍarabah, and wakalah. The implementation of these empowerment programs faces several internal and external challenges. This study formulates six effective strategies to address these challenges. These findings are expected to serve as strategic recommendations for mosque administrators, government institutions, and the broader community in enhancing the role of mosques as centers of community economic empowerment.

Rahma Novia Budiati; Noer Adhela Krisna Putri Achmad; Fernanda Maulana Kusuma Putri; Veronika Deta Junia Anjarwani; Nensy Megawati Simanjuntak

Jurnal Ilmu Pendidikan, Bahasa, Sastra dan Budaya 2025 Asosiasi Periset Bahasa Sastra Indonesia

This study analyzes the effectiveness of digital educational games, particularly the “Who Am I?” game on the Wordwall platform, in enhancing students’ knowledge of Indonesian language learning. The research is motivated by the need for junior high school teachers to design engaging learning methods that can foster enthusiasm among adolescents. Educational games are viewed as innovative media that present concepts in a simple yet enjoyable way, making lessons more interactive and accessible. Using a descriptive quantitative approach, the study involved 30 eighth-grade students at SMP Negeri 38 Surabaya. Data collection included pre-tests and post-tests to quantitatively measure learning outcomes, as well as questionnaires to capture student responses. Findings indicate a notable improvement in student achievement after the application of the “Who Am I?” game. The average pre-test score was 71.33, which rose to 91.00 on the post-test, showing an increase of 19.67 points. Results of a paired t-test confirmed that the difference was statistically significant, demonstrating that the improvement was due to the intervention. Additionally, questionnaire results showed that students felt more motivated, engaged, and able to understand the material more effectively through this game. Overall, the “Who Am I?” game on Wordwall proved to be an effective learning tool, and its use is recommended for teachers seeking to implement game-based strategies in classroom instruction.

noorlailashinto, noorlailashinto; Noor Laila Shinto Wati; Edy Siswanto; Haris Ihsanil Huda

EBISNIS : JURNAL ILMIAH EKONOMI DAN BISNIS 2025 LPPM Universitas Sains dan Teknologi Komputer

Penelitian ini bertujuan untuk menganalisis strategi pemasaran PT. Makanan Rakyat Indonesia Kendal dengan pendekatan bauran pemasaran (produk, harga, promosi, dan tempat) serta analisis SWOT. Data diperoleh melalui wawancara dengan pemilik dan karyawan, observasi, serta dokumentasi. Hasil penelitian menunjukkan produk unggulan yaitu kerupuk ABS udang original dengan harga Rp5.000–Rp25.000, distribusi melalui toko offline dan platform online, serta promosi yang memanfaatkan media sosial dan e-commerce. Analisis SWOT menghasilkan lima kekuatan, lima kelemahan, lima peluang, dan lima ancaman. Skor IFAS sebesar 3,23 dan EFAS 3,02 menempatkan perusahaan pada kuadran I (strategi agresif). Data penjualan Januari–April 2025 meningkat 28,8% dibandingkan tahun sebelumnya atau setara Rp147.000.000. Temuan ini membuktikan bahwa penerapan strategi pemasaran berbasis SWOT berpengaruh signifikan terhadap peningkatan penjualan. Rekomendasi penelitian adalah memperluas saluran distribusi, meningkatkan promosi, serta menjaga kualitas pelayanan guna menghadapi persaingan produk sejenis.  

Muchsam, yoki; Yoki Muchsam; , Galih Respati; Mulfi Sandi Yuda; Mochamad Afrizal Maulana

EBISNIS : JURNAL ILMIAH EKONOMI DAN BISNIS 2025 LPPM Universitas Sains dan Teknologi Komputer

Digital transformation and sustainability demands are driving the need for the integration of E-HRM and Green HRM to achieve sustainable organizational performance. This integration serves as a solution to the challenges of resource efficiency, carbon footprint reduction, and enhanced employee engagement in the digital era. This research aims to analyse the role of E-HRM in enhancing Green HRM practices and its impact on sustainable organizational performance. The research methodology employs a Systematic Literature Review (SLR), utilising the Scopus database, with selection based on inclusion-exclusion criteria, data extraction, and thematic analysis of selected journals. The anticipated impact of E-HRM is its support for Green HRM through the digitalization of HR processes that reduce resource usage, the establishment of digital platforms for environmental awareness, and data-driven impact measurement. The integration of both significantly enhances sustainable performance across three dimensions: environmental (a 20-30% reduction in carbon footprint), economic (15-25% cost savings), and social (30-40% increase in employee engagement). Key implementation factors include technological readiness, management commitment, and alignment with ESG strategies. This research contributes a conceptual framework for the integration of E-HRM and Green HRM, along with practical recommendations for achieving sustainable competitive advantage in the digital age.

Rahma Novia Budiati; Noer Adhela Krisna Putri Achmad; Fernanda Maulana Kusuma Putri; Veronika Deta Junia Anjarwani; Nensy Megawati Simanjuntak

Jurnal Ilmu Pendidikan, Bahasa, Sastra dan Budaya 2025 Asosiasi Periset Bahasa Sastra Indonesia

This study analyzes the effectiveness of digital educational games, particularly the “Who Am I?” game on the Wordwall platform, in enhancing students’ knowledge of Indonesian language learning. The research is motivated by the need for junior high school teachers to design engaging learning methods that can foster enthusiasm among adolescents. Educational games are viewed as innovative media that present concepts in a simple yet enjoyable way, making lessons more interactive and accessible. Using a descriptive quantitative approach, the study involved 30 eighth-grade students at SMP Negeri 38 Surabaya. Data collection included pre-tests and post-tests to quantitatively measure learning outcomes, as well as questionnaires to capture student responses. Findings indicate a notable improvement in student achievement after the application of the “Who Am I?” game. The average pre-test score was 71.33, which rose to 91.00 on the post-test, showing an increase of 19.67 points. Results of a paired t-test confirmed that the difference was statistically significant, demonstrating that the improvement was due to the intervention. Additionally, questionnaire results showed that students felt more motivated, engaged, and able to understand the material more effectively through this game. Overall, the “Who Am I?” game on Wordwall proved to be an effective learning tool, and its use is recommended for teachers seeking to implement game-based strategies in classroom instruction.

Nugroho Adhi Santoso; Sari Surorejo; Pinky Septisiana Ananda; Bintang Nusantara

Pemberdayaan Masyarakat: Jurnal Aksi Sosial 2025 Lembaga Pengembangan Kinerja Dosen

The training activity of creating video content to build personal branding on social media for Karang Taruna (Youth Organization) in Margadana District, Tegal City is a strategic effort to increase the capacity and creativity of the younger generation in the digital era. This training is motivated by the rapid development of information technology and social media, which makes the ability to manage self-image or personal branding a crucial aspect in developing the potential of individuals and organizations. Through this activity, Karang Taruna members are given an understanding of the basic concepts of personal branding, strategies for building a positive digital identity, as well as technical skills in designing and producing engaging, educational video content that suits the character of each participant. In addition to theory, participants are also trained practically in the video creation process from planning ideas, shooting, to editing using simple software. It is hoped that through this training, Karang Taruna youth will be able to utilize social media productively as a platform for promoting social activities, developing self-potential, and spreading positive values in the community. This activity also serves as a means to strengthen the existence of Karang Taruna as a youth organization that is adaptive to technological advances and plays an active role in building a positive image of the younger generation at the local and global levels. Thus, this training not only provides technical skills, but also forms a creative, innovative, and responsible mindset in the use of digital media.

Sulistiono Sulistiono; Erna Wigati; Susilo Budi Winarno; Tuti Panghastuti

Prosiding Seminar Nasional Ilmu Manajemen Kewirausahaan dan Bisnis 2025 Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

The excessive and uncontrolled intensity of Gen-Z in using digital media through various communication and information platforms can impact mental/physical health, resulting in unhealthy productivity in various spheres of activity. This study aims to analyze the causes, impacts, and solutions of digital media exposure on the aspect of digital fatigue which is expected to provide a new approach for Gen-Z to develop professional attitudes and mindsets in using digital media. The research method in this study uses a qualitative descriptive method. The sampling technique in this study uses purposive sampling and snowball sampling techniques. The purposive sampling technique is determined by the age range of Gen-Z from STIE Pariwisata API Yogyakarta students born between the mid-1990s and early 2010s. The snowball sampling technique used is all 129 students. Data analysis is carried out descriptively based on the percentage of respondents' assessments from the available questions. The results of this study are, the higher the percentage of counterproductive causes, impacts, and solutions to the digital fatigue aspects chosen by respondents, the more unhealthy productivity will result, conversely, the lower the percentage of counterproductive causes, impacts, and solutions to the digital fatigue aspects chosen by respondents, the more healthy productivity will result. The contribution of this study is, to support the success of activities carried out through the use of digital media in accessing information and communication channels, Gen-Z must be able to make proportional choices, namely choices that are oriented towards mental/physical health so that they can place Gen-Z in a healthy productivity environment.

Moh. Dafid Halid; Achmad Baijuri

Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika 2025 Asosiasi Riset Teknik Elektro dan Informatika Indonesia

The development of information technology plays an important role in improving the quality of public services, including the processes of public complaints and grant submissions. Currently, these services at the Welfare Section of Situbondo Regency are still carried out manually, which often causes recurring problems such as delayed verification, lack of transparency in decision-making, and difficulties in data archiving and retrieval. These challenges not only slow down administrative processes but also reduce public trust in government services. Therefore, the design of a web-based information system is considered crucial to support the implementation of e-government and to ensure more effective, efficient, and accountable services. This study aims to design an integrated web-based information system that facilitates both public complaints and grant submissions within one platform. The research method applied is Object Oriented Analysis and Design (OOAD), which emphasizes systematic analysis and modeling using the Unified Modeling Language (UML). The analysis phase includes identifying system requirements, business process modeling, and defining functional and non-functional needs. The design phase produces various models such as business process design, input-output forms, application architecture using a three-tier structure, UML diagrams (use case, activity, class, and sequence diagrams), and database modeling. The results of this research are expected to provide a system design that improves the speed of service delivery, enhances transparency through real-time status tracking, reduces the risk of data loss by implementing digital archiving, and increases efficiency in the verification process. Overall, the proposed system design contributes to strengthening good governance practices in Situbondo Regency and serves as a reference for similar developments in other local government institutions.

Sang Made Wahyu Rusmayana; Ida Bagus Putra Yadnya; Agus Made Yoga Iswara

Gemawisata: Jurnal Ilmiah Pariwisata 2025 Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia

Sport tourism makes a significant contribution to the economy by increasing tourist participation and strengthening the appeal of tourist destinations. The Indonesian government’s policies in supporting culture-based sport tourism, such as Mepantigan, are reflected in various regulations and strategic programs. One of the key policies is the development of culture-based tourism as stated in the National Tourism Development Master Plan (RIPPN) 2011–2025, in which the government is committed to promoting and preserving local culture as part of tourism attractions. This study aims to design a sport tourism development model through educational videos of the Mepantigan attraction in Batubulan, Bali. Mepantigan is a traditional Balinese martial art that holds great potential as a culture- and sport-based tourism attraction. However, promotion of this attraction on digital platforms remains limited, with content that is not yet educational and relies only on a single social media channel. This study employs a qualitative method using in-depth interviews, participatory observation, documentation study, and focus group discussions. The results show that educational videos using cinematographic approaches and the AIDAS strategy are able to enhance the appeal of Mepantigan as part of sport tourism. The recommended innovative digital platform model includes the use of YouTube and TikTok to reach a wider audience as well as the application of visual techniques such as slow motion to highlight the cultural values and philosophy of Mepantigan. This research is expected to serve as a reference for the development of culture-based sport tourism promotion through digital media. The appropriate development strategy is a growth strategy through the optimization of multichannel digital media (YouTube, Instagram, TikTok) using educational video instruments as the main promotional tool, while simultaneously strengthening Mepantigan branding as an innovative sport tourism attraction in Bali.

Jeanny Pricilia Anneke W; Fadillah Manuhutu

Gemawisata: Jurnal Ilmiah Pariwisata 2025 Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia

This study aims to explore guest experience as a benchmark for service quality in four-star hotels in Bali. Using a qualitative phenomenological approach, the research was conducted at two representative hotels, namely Four Points by Sheraton Bali, Kuta and The Anvaya Beach Resort Bali. Data were collected through semi-structured in-depth interviews with 20 guests who had stayed for at least one night within the past six months, online review analysis from platforms such as Booking.com and TripAdvisor, as well as participatory observations in service areas.The findings reveal that the dimensions of service quality most influencing guest experience include staff responsiveness, facility comfort, and the authenticity of services that integrate local culture. Guests appreciated staff friendliness and professionalism, room cleanliness, and personal touches such as being greeted by name or receiving special attention, which created positive emotional experiences. However, several weaknesses were also identified, such as delays in room service during peak hours and inconsistent maintenance of facilities. These results are consistent with the SERVQUAL model (Parasuraman et al., 1988), which emphasizes five key dimensions, but this study highlights the emotional experience dimension, which has been less explored in hospitality research in Bali. This study makes a theoretical contribution by broadening the understanding of the relationship between service quality and guest experience, particularly in the context of four-star hotels that are characterized by high service standards and intense competition. The practical implications suggest that hotel management should strengthen service personalization, ensure consistency in staff reliability and responsiveness, and enhance the integration of local cultural values as a differentiation strategy to increase competitiveness. Thus, guest experience can serve as a primary indicator that not only reflects service quality but also builds customer loyalty and strengthens the hotel’s positive image among both domestic and international tourists.