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This study aims to analyze the role of Human Capital Management in enhancing the operational activities of the MSME Wizzmie in Medan, serving as an example of human resource management practices in small-scale enterprises. A descriptive qualitative approach was employed, with data collected through in-depth interviews, participatory observation, and document analysis of HR practices within the MSME. The findings indicate that human resource strategies such as selective recruitment, routine training to improve employee competencies, structured task allocation, and performance-based reward systems significantly enhance employee discipline, skills, and service quality. Improvements in these areas contribute positively to smooth daily operations, customer satisfaction, and sales growth. Despite facing challenges, such as occasional lapses in employee discipline, management implements solutions including coaching programs, direct guidance, and a graduated warning system to address these issues. These results underscore that Human Capital Management is not merely an administrative function but plays a strategic role in fostering work efficiency, customer loyalty, and the sustainability of MSMEs. Consequently, effective human resource management emerges as a crucial factor for the success and competitiveness of small enterprises in a highly competitive business environment. The study highlights the importance of aligning HR practices with strategic business objectives to ensure long-term operational effectiveness and growth.

This study designs and implements Bank Jali, a web-based bank queue system that applies a queue data structure with the First In First Out (FIFO) principle to improve service efficiency. The research and development method includes requirement analysis, design, implementation, testing, and evaluation. The application is built with HTML, CSS, and JavaScript, storing queue data temporarily through localStorage so the entire process runs client-side without a dedicated server. Key features include online queue registration, digital ticket generation, real-time status monitoring with waiting-time estimation, and an admin dashboard for managing teller and customer service queues. Testing shows the system operates reliably, processes queues according to FIFO, and provides a practical, lightweight user experience across devices.

The development of information technology has affected a large number of sectors, one of which is the culinary industry, namely Cafe D'Carlos located in Parepare. This cafe has problems with the manual catering ordering process due to impracticality, recording errors, and long processing times. This study aims to design and develop a web-based catering ordering application to improve operational efficiency and service quality. In general, the development method for various applications tends to be the same depending on the case being handled. The method used includes several stages, namely: literature study, observation, system design using UML, implementation with PHP programming language and testing with the black box method. The features available in this application consist of main features including user registration, menu package selection, online ordering, payment, order and data management by the admin. The results of the application testing indicate that the system has run according to its function, namely it can reduce frequent order compliance, speed up the ordering process and increase customer satisfaction.

The background of this study is based on the importance of implementing CRM strategies in the hospitality industry, particularly in facing business competition challenges and meeting the ever-evolving needs and expectations of customers. In the context of sharia tourism, which is beginning to develop in West Sumatra, good service and long-term relationships with guests are significant added values for the sustainability of a hotel. The objective of this study was to determine how the CRM concept is implemented at Hotel Royal Denai Bukittinggi, and to what extent CRM contributes to building customer loyalty. This study uses a qualitative approach with a descriptive method. Data was collected through in-depth interviews with the Human Resource Development (HRD) department, direct observation of guest service activities, and relevant documentation studies.The research findings indicate that the implementation of CRM at Hotel Royal Denai is still not optimal. The hotel does not yet have an integrated customer data management system, and its communication strategies with guests remain conventional and lack sustainability. Additionally, certain aspects of service, such as the completeness of room facilities, the speed of response to guest complaints, and the friendly attitude of staff, still need improvement. However, the management acknowledges the importance of CRM as a key strategy for enhancing customer satisfaction and fostering long-term relationships with guests.

Service excellence has become a strategic issue in modern educational management because it is directly related to service quality, customer satisfaction, and the image of educational institutions. In the context of global competition and demands for public transparency, educational institutions are required to provide services that are effective, efficient, and oriented to the needs of students and the community. This study aims to systematically examine how the concept of service excellence is implemented in educational institutions and its impact on customer satisfaction. The method used was a systematic literature review, searching articles in national databases such as Google Scholar, Garuda, and campus journal portals using the keywords "service excellence," "service excellence," "education," and "customer satisfaction." Of the 20 articles found, seven met the analysis criteria. The results of the study revealed three main themes: improving the professionalism of educational staff, implementing the TQM concept in service, and strengthening a customer-oriented service culture. This literature synthesis concluded that service excellence significantly increases customer satisfaction and loyalty in educational institutions. Future research should focus on an integrative model of digital-based service excellence in educational institutions.  

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.

This study aims to analyze the role of communication in Customer Relationship Management (CRM) systems in creating customer satisfaction at PT Bangkit Jaya Teknik Indonesia, a business-to-business (B2B) cold storage installation service company. The research background lies in the increasing number of customer complaints during 2022–2024, mainly due to delayed responses, suboptimal after-sales service, and the absence of a centralized communication record system. This study employed a qualitative approach with a case study design. Data were collected through observation, semi-structured interviews with internal parties (marketing project, project manager, project PIC) and customers, as well as company archival documentation. The findings reveal that responsive, open, and two-way communication plays a significant role in enhancing customers’ sense of being valued, trust, and loyalty, which ultimately fosters satisfaction. However, communication barriers such as delays in after-sales service, gaps between customer expectations and company procedures, and the lack of a communication database remain major challenges. To overcome these, the company has initiated strategies including the development of a customer communication database, improved after-sales monitoring, and the adjustment of communication standard operating procedures to align with customer needs. These results reinforce the relevance of Relationship Management theory and the IDIC model, both of which emphasize communication as the core of CRM. Theoretically, this study contributes to organizational communication studies, while practically, it provides recommendations for B2B service companies to prioritize communication in CRM strategies to strengthen customer satisfaction and loyalty.

The 5-star hotel is full of beauty, futuristic design, and perfect service. One of the components that guests complain about at the Tentrem Hotel Yogyakarta is housekeeping negligence. The research method is qualitative, with data collection techniques including interviews, observations, and documentation. The results of the study show that the forms of negligence that occur in housekeeping services at Hotel Tentrem Yogyakarta are 3 (three) actions: first, negligence in cleaning guest rooms, errors in placing guests' personal belongings, and delays in providing additional requests (amenity delay). Housekeeping negligence affects guest satisfaction at Hotel Tentrem Yogyakarta by reducing the reliability and tangibles dimensions of service quality. Guests feel the hotel cannot be trusted to provide a comfortable stay experience, leading to a decrease in the empathy and assurance dimensions. Guests feel their privacy is violated, which may even lead to suspicion toward hotel staff. Efforts to improve the negligence occurring in housekeeping services at Hotel Tentrem Yogyakarta involve three actions: implementing an inspection checklist and supervisor verification before guests check-in, ensuring staff are well-trained, educated, and professional in their work, and adopting a digital logistics system to record guest requests and prioritize deliveries.

This study aims to analyze the influence of service quality, price, and store atmosphere on consumer purchasing decisions at the Rocket Chicken branch in Ngronggo, Kediri City. These three variables were chosen because they are considered to play an important role in influencing consumer behavior, particularly in the context of the increasingly competitive fast food industry. Service quality includes aspects of friendliness, speed, and accuracy of service provided by employees to customers. Price is considered in terms of affordability, suitability with product quality, and competitiveness compared to competitors. Meanwhile, store atmosphere includes cleanliness, lighting, layout, comfort, and the overall ambiance perceived by consumers when they are in the outlet. The research method used is quantitative with a survey approach. Data was obtained through the distribution of closed questionnaires to 130 respondents who are active consumers of Rocket Chicken at the research location. The data analysis technique used is multiple linear regression with the help of the latest version of SPSS software, in order to determine the extent of the influence of each independent variable on the dependent variable, namely purchasing decisions.The research results indicate that service quality, price, and store atmosphere significantly influence consumer purchasing decisions, both partially and simultaneously. These findings provide important implications for Rocket Chicken's management to pay more attention to these factors in formulating marketing strategies and operational management, in order to enhance customer satisfaction, loyalty, and appeal in the future.

This article presents a review study that proposes a blended model combining actual programming techniques with queuing theory to improve the performance and service quality of service systems. The main objective is to design a system that is capable of serving customers as efficiently as possible, using solutions derived from queuing theory to regulate and optimize customer flow, while applying accurate programming methods to ensure that the system operates correctly and in accordance with established standards. The study discusses how these two approaches complement each other and demonstrates that integrating them provides a balance between operational efficiency and the quality of services delivered. To illustrate the effectiveness of this hybrid model, a case study is examined to highlight the practical impact and real-world implications of the proposed framework. Both mathematical formulations and experimental analyses were employed to evaluate the model’s effectiveness. Findings indicate that this combined approach not only enhances system reliability but also provides measurable improvements in customer satisfaction and service outcomes. By offering a structured way to integrate queuing solutions with precise programming, this research contributes to the development of more sustainable and effective service management strategies. The model therefore has significant potential for broader application in industries that rely heavily on service delivery and customer flow optimization.

This study aims to examine the effect of product quality, promotion, and price perception on customer satisfaction at Mie Gacoan in Kutabumi, Tangerang Regency. The study population consists of consumers who have purchased Mie Gacoan, with a sample of 100 respondents selected using a non-probability sampling technique. Data was collected through questionnaires and analyzed using SPSS version 22. This study investigates the relationship between the independent variables (product quality, promotion, and price perception) and the dependent variable (customer satisfaction). The results of the analysis show that product quality, promotion, and price perception have a positive and significant effect on customer satisfaction at Mie Gacoan. High product quality, attractive promotions, and reasonable price perceptions contribute to increased customer satisfaction, which in turn can lead to greater loyalty and repurchase intentions. Based on these findings, it is recommended that Mie Gacoan management continuously improve their product quality and promotions, as well as maintain a favorable price perception among consumers. Enhancing these factors is expected to attract more customers and improve Mie Gacoan’s competitiveness in the market, particularly in the Kutabumi area and its surroundings. Therefore, this study provides valuable insights for marketing strategies and business development at Mie Gacoan, contributing to the growth and success of the brand in the competitive food service industry.

HokBen, previously known as Hoka Hoka Bento, is a fast-food restaurant offering Japanese-style menus and has successfully built a strong brand in Indonesia since 1985. This study aims to analyze and explain the influence of service quality, taste, and price on customer satisfaction at the HokBen Atrium restaurant. This research uses a descriptive quantitative approach with purposive sampling technique, involving 100 respondents who are customers visiting and purchasing products at the HokBen Atrium restaurant. Data were collected using scale range analysis and path analysis, conducted with the help of Microsoft Excel and SPSS version 23. The results of the study indicate that service quality, taste, and price have a significant simultaneous impact on customer satisfaction. The coefficient of determination shows that these three variables account for 78.0% of the influence on customer satisfaction at the HokBen Atrium restaurant. The most dominant factor influencing customer satisfaction is taste, with the highest t-value of 5.279. This suggests that taste is the most important factor affecting customer satisfaction at the HokBen Atrium restaurant. This study provides valuable insights for the management of HokBen to further improve service quality, taste, and price adjustments to maintain and increase customer satisfaction levels.

This Field Work Practice (KKL) was conducted at Delastra Farm Yogyakarta with the objective of analyzing the implementation of marketing strategies to increase sales in the livestock sector. The research employed a qualitative approach through observation, interviews with the business owner, and documentation review. Findings reveal that Delastra Farm adopts integrated marketing strategies combining online promotion, offline promotion, and community networking. The application of Segmentation, Targeting, and Positioning (STP) as well as the Marketing Mix (product, price, place, promotion) has significantly enhanced consumer trust and strengthened the farm’s market position. Peak sales were recorded during Eid al-Adha, supported by stock increases, intensive promotions, and delivery services that meet customer expectations. Supporting factors include product quality, the credibility of the owner as both practitioner and academic, and varied promotional strategies across digital and traditional platforms. However, the farm faces several challenges, such as limited capital, fluctuating feed prices, and intense competition within the livestock market. This study highlights the importance of digital marketing adoption, customer relationship management, and product diversification to reduce seasonal risks. The practical implication is that effective marketing strategies can improve not only sales performance but also long-term brand positioning for local livestock businesses. Theoretically, this activity demonstrates the relevance of applying marketing management concepts to micro and small-scale enterprises in the agricultural sector. Strategic recommendations include strengthening digital presence through social media and marketplaces, expanding partnerships with restaurants and religious institutions, and exploring external funding to support sustainable business growth.

The Regional Drinking Water Company (PDAM) Tirta Perwira Purbalingga is a regional institution that provides clean water services to 62,748 customers in Purbalingga Regency. The company’s performance is strongly influenced by the quality of its human resources. This study aims to analyze the effect of training, work climate, and job rotation on employee performance. The research used a quantitative approach with descriptive methods and data processing through SPSS version 25.0. The population consisted of 164 employees, with a sample of 62 respondents determined by the Slovin formula (10%) using stratified random sampling. The results showed that training and work climate had a positive and significant effect on employee performance, while job rotation did not have a significant effect. The coefficient of determination (R²) was 96.4%, meaning that the three variables together explained 96.4% of employee performance, while the remaining 3.6% was influenced by other factors not examined in this study. These findings indicate that systematic training and a supportive work climate are the dominant factors in improving performance, whereas job rotation requires better alignment with employee competencies to be effective. In conclusion, PDAM Tirta Perwira needs to strengthen its training programs, foster a conducive work atmosphere, and carefully evaluate job rotation policies. The results of this study are expected to contribute to the development of human resource management strategies and provide reference material for future research on organizational performance.

The company distinguishes itself from other retail stores through its unique approach, particularly in managing minimarkets by adhering to sharia principles in employee management. Ecommerce Reny Swalayan-ku merges traditional self-service elements with modern technology, positioning itself as a platform that facilitates the online purchase of daily necessities. The platform features user-friendly mobile applications and websites designed to streamline transactions, offering a variety of flexible payment options to enhance the shopping experience. Furthermore, goods are delivered using Reny Swalayan-ku own expedition service, with shipping costs calculated based on the distance from the customer's home to the minimarket. This research seeks to examine the impact of Service Quality, Discounts, and the Interactivity of Social Media Marketing on Shoppers’loyalty, with Online Trust serving as an intervening variable among users of Reny Swalayanku in Surabaya. An associative quantitative research methodology was employed, utilizing data gathered via questionnaires distributed to 94 respondents who are users of Reny Swalayan-ku Surabaya. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) through the SmartPLS software. The findings of the research suggest that Service Quality, Discounts, and the Interactivity of Social Media Marketing have a significant and positive impact on Online Trust. Additionally, Online Trust was determined to exert a positive and significant effect on Shoppers’loyalty. Moreover, both Discount and Social Media Marketing Interactivity directly and positively influence Shoppers’loyalty. In contrast, Service Quality does not demonstrate a significant direct impact on Shoppers’loyalty, indicating that its function may primarily serve as a foundation for establishing trust, which subsequently affects loyalty. These results highlight the critical role of fostering consumer trust through high-quality service, appealing discount promotions, and engaging social media interactions to enhance Shoppers’loyalty within the realm of retail e-commerce.

This Field Work Practice (KKL) was conducted at Delastra Farm Yogyakarta with the objective of analyzing the implementation of marketing strategies to increase sales in the livestock sector. The research employed a qualitative approach through observation, interviews with the business owner, and documentation review. Findings reveal that Delastra Farm adopts integrated marketing strategies combining online promotion, offline promotion, and community networking. The application of Segmentation, Targeting, and Positioning (STP) as well as the Marketing Mix (product, price, place, promotion) has significantly enhanced consumer trust and strengthened the farm’s market position. Peak sales were recorded during Eid al-Adha, supported by stock increases, intensive promotions, and delivery services that meet customer expectations. Supporting factors include product quality, the credibility of the owner as both practitioner and academic, and varied promotional strategies across digital and traditional platforms. However, the farm faces several challenges, such as limited capital, fluctuating feed prices, and intense competition within the livestock market. This study highlights the importance of digital marketing adoption, customer relationship management, and product diversification to reduce seasonal risks. The practical implication is that effective marketing strategies can improve not only sales performance but also long-term brand positioning for local livestock businesses. Theoretically, this activity demonstrates the relevance of applying marketing management concepts to micro and small-scale enterprises in the agricultural sector. Strategic recommendations include strengthening digital presence through social media and marketplaces, expanding partnerships with restaurants and religious institutions, and exploring external funding to support sustainable business growth.

This study aims to analyze the influence of work discipline, job satisfaction, and motivation on the performance of billman employees at PT. PLN Electricity Services ULP Kediri City. Employee performance plays a strategic role in ensuring the company’s service quality and operational sustainability, particularly in the field of billing services which directly impacts customer satisfaction and company revenue. The research employs a quantitative approach with a multiple linear regression method to assess both partial and simultaneous effects of the independent variables. The population of this study consisted of all 33 billman employees of PT. PLN Electricity Services ULP Kediri City, and due to the small size, a saturated sampling technique was used so that the entire population served as respondents. Primary data were collected through questionnaires distributed to all employees and then analyzed statistically. The findings indicate that, partially, work discipline has a negative and insignificant effect on employee performance, suggesting that discipline alone does not guarantee productivity improvement. On the other hand, job satisfaction and motivation both have a positive and significant effect on employee performance, showing that intrinsic and psychological factors contribute more strongly to optimal work outcomes. Furthermore, when tested simultaneously, work discipline, job satisfaction, and motivation collectively exert a positive and significant influence on employee performance. The coefficient of determination (R²) of 0.786 indicates that 78.6% of variations in performance can be explained by the three variables, while the remaining 21.4% is influenced by other factors outside this research model. These findings emphasize the importance of fostering job satisfaction and motivation through supportive management policies to enhance employee contributions and organizational effectiveness.

SQ Florist has been a flower board-making service provider since 2019. Currently, SQ Florist faces several obstacles, including ineffective social media promotions, limited staff training in digital marketing, and a suboptimal flower board production process. Furthermore, revenue recording is still manual, resulting in inefficient financial management. This study aims to expand market reach while improving service quality so that SQ Florist can compete better. The research method used is a qualitative approach with data collection techniques through observation, interviews, documentation, and literature studies. The analysis tool uses the Business Model Canvas, which describes nine business elements including customer segments, value propositions, channels, customer relationships, revenue streams, key resources, key activities, key partners, and cost structures. The analysis results show that SQ Florist's business model is generally quite good, although there are areas for improvement, particularly in building relationships with customers, digital marketing, and product innovation. The use of social media such as Instagram and TikTok must be optimized by presenting promotional content in the form of attractive photos and videos to make online marketing more effective. Additionally, improving supplier relationships and offering differentiated products, such as flower bouquets or cash, can increase customer value. To facilitate decision-making, it is recommended to improve financial record-keeping through the use of digital applications. This step is expected to enable SQ Florist to improve its business sustainability, open more market opportunities, and compete more competitively in the creative services industry. By improving each element of the BMC, it is hoped that business sustainability and competitiveness can be further enhanced.

The community service activity carried out with farmer groups in Kelungkung Village, Sumbawa Regency, aims to enhance farmers’ capacity and independence through an innovation-based business approach. The specific objectives of this activity include: (a) developing an innovation-oriented business model to support agricultural product enterprises, (b) strengthening marketing management for competitiveness, (c) improving skills in simple financial management analysis, and (d) providing an understanding of creative thinking methods capable of generating innovations by integrating community needs, technological potential, and business success factors. The methods applied involved training sessions, mentoring, and interactive discussions focusing on business model design, digital financial management practices, and modern marketing strategies. The results of the activity indicate that: (1) partners are able to understand and elaborate on key business components such as customer segments, value propositions, distribution channels, customer relationships, revenue streams, key resources, key activities, key partners, and cost structures; (2) partners can evaluate their businesses, identify opportunities, and formulate solutions to existing challenges; (3) partners have acquired basic knowledge of digital-based financial management analysis that is simple yet applicable; and (4) partners have developed the capacity to expand their farming enterprises, particularly in the field of digital marketing. Overall, this program has successfully encouraged farmer groups to be more adaptive to technological developments and modern market demands.

This study aims to analyze the influence of Multidimensional Service Quality, Perceived Value, and Customer Relationship Management (CRM) on Customer Satisfaction, with Customer Engagement as a mediating variable at Awal Care Veterinary Clinic in East Jakarta. The research background is driven by a significant decline in patient numbers in 2023 and intense competition in the veterinary healthcare sector. This study employs a quantitative correlational approach using purposive sampling, involving 310 respondents who are clients of the clinic. Data were collected through a questionnaire with a 6-point Likert scale, and analyzed using the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. The results indicate that all independent variables service quality, perceived value, and CRM—have a positive and significant influence on both customer engagement and customer satisfaction. Customer engagement is also found to have a significant impact on customer satisfaction. Furthermore, all indirect relationships through the mediation of customer engagement are significant, indicating that customer engagement serves as an important partial mediator. The R² value of 0.646 demonstrates that the model has strong predictive power for customer satisfaction. These findings highlight the importance of strengthening experience-based strategies and fostering emotional and cognitive connections with customers. This study contributes theoretically to the field of service marketing and provides practical implications for veterinary clinic management in enhancing customer satisfaction and loyalty.