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This research is a quantitative study to determine the direct influence between perceived value, hedonic value and trust on purchase intention for the Skincare brand. The benefit of research is to prove that there is a relationship between all variables. Data collection was carried out through a survey with a questionnaire in the form of a Google form. The population in this study are consumers who know Skintific products and live in Jabodetabek, aged 18 years and over. There were 100 questionnaires collected. To test the validity and reliability using the Structural Equation Model (SEM). Based on the research results, 5 accepted hypotheses were found, namely perceived value has a positive influence on trust, hedonic value has a positive influence on trust, trust has a positive influence on purchase intention, perceived value has a positive influence on purchase intention and hedonic value has a positive influence on purchase intention. It is hoped that the results of this research can provide input for Skincare to develop and introduce their products on social media and provide information for each existing product, so that potential consumers and Skincare customers are interested in always having the intention to buy their products.

Customer satisfaction and loyalty are central issues in marketing management, as both play crucial roles in ensuring business sustainability amid increasing competition. Satisfied customers tend to make repeat purchases, provide positive recommendations, and build long-term relationships with the company. Therefore, understanding the factors that influence customer satisfaction and loyalty has become an important agenda for both academics and practitioners. This study aims to address two main questions: (1) What factors influence customer satisfaction? and (2) How does satisfaction contribute to the formation of customer loyalty? The method used is a literature review, selecting articles from various online databases such as ResearchGate, Academia, and open-access journals using the keywords customer satisfaction and customer loyalty. Of the 45 identified articles, 20 were selected for in-depth analysis. The review results reveal three main trends: first, service and product quality are the most consistent determinants of satisfaction; second, price, promotion, and brand image play significant roles; and third, customer trust is an essential variable that strengthens the satisfaction–loyalty relationship. Overall, satisfaction functions as the main mediating variable in the formation of customer loyalty.

This research aims to analyze the partial and simultaneous influence of four independent variables—Ticket Price (X_1), Service Quality (X_2), Customer Trust (X_3), and Promotion (X_4)—on Ship Ticket Purchase Decisions (Y) at PT. PELNI Semarang Branch. Utilizing an associative quantitative method with a sample of 100 passenger respondents (N=100), the data were analyzed using multiple linear regression (SPSS 22.0). The model demonstrated a strong explanatory power, accounting for 55.7% of the variation in purchase decisions (Adjusted\ R^2 = 0.557). The t-test results indicate that all independent variables have a positive and significant influence on Purchase Decisions (all t_{hitung} > 1.9853). The Promotion variable (X_4) showed the strongest individual influence (\beta = 0.282, t=4.777), highlighting the critical nature of effective information dissemination and communication strategies in attracting and guiding mass maritime consumers. Customer Trust (X_3) and Service Quality (X_2) also proved highly significant, affirming the essential role of State-Owned Enterprise (BUMN) integrity and service reliability in mitigating perceived maritime travel risks. Managerial implications suggest PT. PELNI prioritizes enhancing Promotion through digital media and maintaining the fairness of Price setting, which remains a key consideration for this market segment.

This study aims to analyze the influence of Service Quality, Price Perception, and Trust on the User's Interest in the ferry service of KMP Gili Iyang on the Paciran-Bawean route operated by PT. ASDP Indonesia Ferry (Persero) Cabang Paciran. This route plays a critical role as an essential logistics and social link for Bawean Island. The quantitative research used a survey method with an Incidental Sampling technique, involving 100 respondents who are users of the service. The collected data were analyzed using Multiple Linear Regression with SPSS V25. The partial hypothesis test results (t-test) show that Service Quality (β=0.80; p=0.033), Price Perception (β=0.69; p=0.038), and Trust (β=0.587; p=0.000) individually have a positive and significant impact on the User's Interest. The Trust variable was found to be the most dominant predictor, emphasizing the importance of integrity, competence, and operational consistency in essential and high-risk maritime transportation services. The adjusted R-squared value of 60.% indicates that this model provides a strong explanation for the variation in User's Interest. This study provides important implications for managing ferry services by improving service quality, competitive pricing, and building customer trust to increase user interest.

Customer Loyalty is critically influenced by several factors, including Service Quality, Customer Trust, and Price.1 This study aims to analyze the partial and simultaneous influence of Service Quality (X_1), Customer Trust (X_2), and Price (X_3) on Customer Loyalty (Y) toward Maxim online transportation services in Semarang City.1 Utilizing a quantitative associative method, data were collected from a sample of 100 Maxim users (N=100) via incidental sampling and analyzed using multiple linear regression (SPSS).1 The analysis confirmed that all three independent variables positively and significantly influence Customer Loyalty (all t_{hitung} > 1.98498).1 Service Quality (X_1) was determined to be the most dominant factor (\beta = 0.400, t=4.500), highlighting that driver performance, service assurance, and responsiveness are the primary drivers of long-term loyalty., 10 The overall regression model demonstrated a strong explanatory power, with an estimated Adjusted R^2 of 0.650, indicating that 65.0\% of the variation in Customer Loyalty is explained by these three factors. Managerial implications suggest focusing resources on continuous service improvement and maintaining high integrity (Trust) to convert consumer satisfaction into sustainable loyalty.

This study aims to analyze ticket purchasing behavior at Mawar Tour & Travel Pekalongan. The issue raised in this research is the decline in direct ticket purchases due to the rise of competing digital platforms, which has made it more challenging for traditional travel agencies to retain customers. The research method used is quantitative, employing multiple linear regression analysis through SPSS software to evaluate various factors influencing customer decisions. The results show that service quality and price perception significantly affect purchase intention, while booking convenience does not directly influence it but is fully mediated by trust, highlighting the importance of building strong customer relationships. These findings suggest that Mawar Tour & Travel should enhance service quality, strengthen customer trust, and adopt competitive pricing strategies to improve customer satisfaction and increase sales. This approach would enable the agency to stay competitive in the rapidly changing digital marketplace and better meet the needs of its customers.

This study aims to analyze the digitalization strategies implemented by Islamic banks to increase public interest in Sharia savings products. The research focuses on the use of digital technologies such as mobile banking, Islamic fintech, big data, and social media as key instruments to enhance service accessibility and strengthen customer trust. A qualitative descriptive method with a literature-based approach was employed by collecting and examining relevant academic sources. The data were analyzed using thematic analysis to identify patterns and relationships between digitalization and customer interest in Sharia savings. The findings indicate that digitalization enhances service accessibility, operational efficiency, and personalized user experiences. Mobile banking plays a dominant role in improving transaction convenience, while social media contributes significantly to customer education and product promotion. Furthermore, collaboration with Islamic fintech supports financial inclusion and encourages innovation aligned with Sharia principles. The results confirm that digitalization is a strategic driver for Islamic banks to remain competitive and relevant within the evolving financial industry landscape.

This study aims to analyze the influence of service quality, café atmosphere, and trust on customer loyalty at Omah Petoeng Tulungagung. The research employed a quantitative approach with an associative design. The population consisted of customers who had made at least two purchases, with a sample of 112 respondents selected using purposive sampling. Data were collected through a five-point Likert scale questionnaire and analyzed using multiple linear regression with SPSS version 25. The results indicate that service quality, café atmosphere, and trust have a positive and significant effect, both partially and simultaneously, on customer loyalty. Among these variables, trust shows the most dominant influence on loyalty. The coefficient of determination (R²) of 0.540 indicates that 54% of customer loyalty variation is explained by the three independent variables. These findings highlight the importance of integrating quality service, pleasant café ambiance, and customer trust in fostering long-term loyalty. The study provides practical implications for local café managers to enhance competitiveness through trust-based service strategies and customer experience management.

This study aims to evaluate improvements in customer service quality with the goal of increasing customer satisfaction at Ratu D'Laundry. The approach used is quantitative with a descriptive methodology, where data is collected through a survey that measures five main aspects, namely service quality, process speed, price and promotions, customer service, and overall satisfaction and loyalty levels. The results of this study indicate that most customers are satisfied with the services provided, especially in terms of laundry cleanliness, clothing fragrance, and the friendly attitude of staff in providing services. These results show that these factors play an important role in shaping customers' positive perceptions of service quality. However, this study also found several complaints related to service completion time, which is considered to still need improvement. Overall, this study confirms previous findings that service quality has a significant impact on customer satisfaction. The proposed strategy to improve service completion time is a key step in building trust, meeting consumer expectations, and encouraging long-term customer loyalty.

This study presents a Systematic Literature Review on Artificial Intelligence (AI) and Natural Language Processing (NLP) applications for customer support automation and digital service optimization. The review follows the PRISMA framework to ensure methodological rigor and transparency, focusing on literature published between 2020 and 2025 from the Scopus database. The findings reveal that AI-driven technologies, including Machine Learning, Deep Learning, and Large Language Models, have significantly improved efficiency, response time, and customer satisfaction in customer support and digital service. Common NLP applications include sentiment analysis, ticket classification, and automated response generation. Among these, hybrid and transformer-based models demonstrate superior accuracy and contextual understanding compared to traditional algorithms. However, several challenges persist, including data quality limitations, privacy and security concerns, algorithmic bias, and linguistic ambiguities such as sarcasm and negation. Moreover, issues related to trust and ethical adoption continue to influence user acceptance of AI systems. This review provides a comprehensive synthesis of current methodologies, trends, and research gaps, offering insights for future studies to develop explainable, secure, and human-centered AI systems that enhance the sustainability and transparency of digital customer support services.

This study aims to analyze the practice of price determination in the buffet system without price labels at Café Santiniketan, Pondok Modern Darussalam Gontor, Campus 4 Banyuwangi, from the perspective of mashlahah mursalah and Islamic economic principles. The research employs a descriptive qualitative approach with data collection techniques including observation, in-depth interviews, Focus Group Discussions (FGD), and documentation. The data were analyzed using an interactive analysis model consisting of data reduction, data presentation, and conclusion drawing. The results indicate that Café Santiniketan has implemented the principles of fairness, honesty, and transparency in its transaction system. Payments are made before consumption to avoid elements of uncertainty (gharar), while pricing is based on the types of food selected and mutual consent (al-ridha). The buffet system provides flexibility for consumers to choose menu portions according to their needs. This practice aligns with the concept of mashlahah mursalah because it provides benefits for public interest and supports the economic independence of the pesantren community. However, challenges arise regarding the inconsistency between price and portion size, which has led to criticism from some customers. This condition highlights the need to improve price clarity to ensure compliance with the principle of fairness in Islamic economics. Overall, the implementation of the buying and selling system at Café Santiniketan has demonstrated good sharia-based economic practices, yet requires ongoing evaluation and development to ensure trust and customer satisfaction.

This study aims to examine various factors that influence customers' engagement in choosing the Cicil Emas product as a form of long-term investment at Bank Muamalat Purwokerto. This research is based on the increasing trend of gold investment in the community caused by the increase in gold prices and awareness of the importance of halal investment according to sharia principles. This study uses a descriptive qualitative approach with data collection techniques through interviews, observations, and documentation of Bank Muamalat Purwokerto. The results show that customer interest is influenced by several main factors, namely trust in sharia principles through the murabahah contract, a positive perception of gold as a stable investment asset, the ease of installment procedures that are flat and transparent, and the efficiency of the payment system through autodebit. In addition, social factors such as family recommendations and active promotions from the marketing department also strengthen customer interest. From the SWOT analysis, it was found that the main strength of this product lies in Bank Muamalat's reputation as a pioneering sharia bank and a stable installment system, while its main weaknesses are limited physical gold stocks and low public investment literacy. With increasing public awareness of sharia investment and the large market potential in Purwokerto, the Cicil Emas product has strong prospects for continued growth as a safe and Islamically-compliant long-term investment instrument.

PT Basmar Travelindo Sejahtera is a tourism company engaged in Umrah and international travel services, operating under official PPIU and government permits. The company’s vision is to become a leading and trusted Umrah tour provider that prioritizes service quality and customer satisfaction. This study aims to analyze the simultaneous influence of the work environment and work discipline on employee performance at PT Basmar Travelindo Sejahtera. The population and sample in this study consist of all 30 employees. A quantitative descriptive approach was used, with data analyzed using IBM SPSS Version 25. The results of the partial hypothesis test show that the work environment has a positive and significant influence on employee performance, as indicated by a t-count value of 2.223 greater than the t-table value of 2.051, with a significance of 0.035 (<0.05). This finding means that the better the work environment, the higher the employee performance. The work discipline variable also shows a positive and significant influence on performance, with a t-count value of 2.157 greater than the t-table value of 2.051 and a significance of 0.040 (<0.05). The simultaneous hypothesis test produces a significance value of 0.000 (<0.05), indicating that both the work environment and work discipline together have a significant and positive effect on employee performance. These results highlight the importance of supportive work conditions and consistent discipline in improving performance at PT Basmar Travelindo Sejahtera.

Islamic financial institutions have emerged as an alternative within the modern financial system, founded on Islamic values and principles. Their main objective is to realize justice, sustainability, balance, and collective welfare in economic activities. This study aims to provide an in-depth explanation of the Sharia principles underlying the operations of Islamic financial institutions, including the prohibition of riba (interest), gharar (uncertainty), and maysir (speculation), as well as the implementation of profit-sharing, justice, transparency, and trustworthiness in all business activities. The research employs a library study method with a qualitative-descriptive approach by analyzing relevant primary and secondary literature sources. The findings indicate that the implementation of Sharia principles not only differentiates Islamic financial institutions from conventional financial systems but also adds significant value through Islamic business ethics, social responsibility, economic sustainability, and protection of customer and community interests. Therefore, a comprehensive understanding of Sharia principles is essential to maintaining the integrity, public trust, and long-term sustainability of Islamic financial institutions in today’s era of global economic development.

The purpose of the study was to investigate the relationship between experiential marketing, customer satisfaction and consumer behavior intention. The limitation of the study was that it focused on consumers who had made at least two purchases and only 70 questionnaires were returned and valid. The population is categorized as infinity. Sample collection type accidental sampling. Data analysis with multiple linear regression processed with SEM- Partial Least Square 3.0, to verify the 6 hypotheses proposed. The researcher's findings are indicators of sense (t-count = 3.166 and sig. 0.002), feel (t-count = 2.084 and sig. 0.041), and act (t-count = 3.904 and sig. 0.000), obtained t-count value> t-table 1.667 and sig.calculate <0.05. The results show that sense, feel, and act significantly positively affect customer satisfaction. Another finding, customer satisfaction t-count = 2.446 > t-table 1.667 and sig value. 0.007 <0.05, which shows that customer satisfaction on behavior intention has a significant effect. The results explained that the stronger the customer's trust, the stronger their desire to repurchase.    

Solid financial performance is a crucial foundation for companies to achieve long-term success. In the banking context, financial health assessments are essential, as they directly relate to the stability of the national financial system. Therefore, the Financial Services Authority (OJK) has established standards for evaluating bank soundness using the RGEC method, which includes four key aspects: Risk Profile, Good Corporate Governance (GCG), Earnings, and Capital. This study aims to analyze the soundness level of PT Bank Central Asia Tbk (BCA) during the 2020–2024 period using the RGEC approach. The assessment is conducted by evaluating financial ratios such as Non-Performing Loan (NPL), Loan to Deposit Ratio (LDR), Good Corporate Governance (GCG), Return on Assets (ROA), Net Interest Margin (NIM), and Capital Adequacy Ratio (CAR). The analysis results show that BCA achieved a "very healthy" rating (PK-1) in all RGEC aspects. This reflects BCA's ability to effectively manage risk, implement sound corporate governance principles, and maintain strong profitability and capital. These findings strengthen BCA's position as one of the best-performing banks in Indonesia and demonstrate the company's commitment to maintaining financial stability and customer trust.

The role of financial institutions in providing access to capital through pawn services is crucial, even though customers face the risk of defaulting, which can lead to the auction of pledged collateral. This study aims to analyze the impact of the auction pricing of collateral at PT Pegadaian Syariah Banda Aceh on customer satisfaction. In this context, a deep understanding of the factors influencing auction pricing and its impact on customer satisfaction is essential to maintain a mutually beneficial relationship. The pricing of the auction is influenced by several factors, including market mechanisms, government regulations, and the company's internal policies. Customer dissatisfaction with auction prices that are perceived as unfair can damage the long-term relationship with the financial institution. Therefore, it is crucial to enhance transparency and fairness in the auction pricing process. Additionally, educating customers about their rights is necessary to provide them with a better understanding of the process and its implications. These measures will help strengthen customer trust and maintain the sustainability of a positive relationship between the financial institution and its customers.

This study aims to analyze the effectiveness of online and offline marketing strategies in increasing used car sales at Yuna Mobil Showroom Rantau Prapat. The research background is based on the rapid development of information technology and digitalization, which encourage businesses to combine conventional and digital marketing strategies to reach a wider range of consumers. This research employed a descriptive qualitative method with data collection techniques including observation, in-depth interviews, documentation, and triangulation. The results indicate that online marketing plays a significant role in building brand awareness, expanding market reach, and providing fast and efficient access to information through social media, marketplaces, and instant messaging applications. However, this strategy has not been fully effective in converting consumer interest into actual purchase decisions, as customers still require direct product experience. Conversely, offline marketing is proven to be more effective at the decision-making stage due to direct interaction, test drives, and higher consumer trust in the actual condition of used cars. Therefore, the effectiveness of marketing will be optimized if online and offline strategies are implemented in an integrated and complementary manner. This study provides practical contributions for automotive business players in designing marketing strategies aligned with local consumer characteristics, as well as academic contributions to the development of marketing management studies in the digital era.

This study aims to identify the factors influencing pilgrims’ satisfaction at PT. Lianti Tour & Travel in Malang City, with service quality as an intervening variable. The research employed a quantitative approach using Partial Least Square (PLS) analysis. The sample consisted of Umrah pilgrims who had used PT. Lianti Tour & Travel’s services. The variables examined include price, income, preference, facilities, service quality, and customer satisfaction. The results indicate that price and income have no significant effect on service quality or customer satisfaction. Likewise, facilities do not significantly influence either variable. In contrast, preference has a positive and significant effect on service quality and indirectly influences satisfaction through the mediating role of service quality. The findings highlight that service quality has a strong and significant impact on customer satisfaction, making it the key factor in creating a fulfilling Umrah experience. This research implies that Umrah travel agencies should prioritize improving service quality and understanding customer preferences to maintain loyalty and trust among pilgrims in the long term.

This study aims to determine and analyze the effect of Social Media Marketing and Environment Knowledge on Green Purchase Intention with Customer Trust as a Mediating Variable in Generation Z in Sleman. This study uses quantitative research methods using a questionnaire. The population in this study is Generation Z in Sleman, Yogyakarta Special Region who consume drinking water in gallons of the Aqua brand. The data collection technique used purposive sampling technique. The sample in this study amounted to 95 respondents. The analysis method used in this research is Partial Least Square (PLS). The results showed that social media marketing has a significant direct effect on green purchase intention, environmental knowledge has a significant direct effect on green purchase intention, social media marketing has a significant direct effect on customer trust, environmental knowledge has a significant direct effect on customer trust. Meanwhile, customer trust does not have a significant direct effect on green purchase intention. In the mediation test, customer trust is able to mediate social media marketing on green purchase intention and customer trust is able to mediate environmental knowledge on green purchase intention.