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This study aims to analyze the influence of service quality and customer trust on customer satisfaction and customer loyalty among DANA e-wallet users in DKI Jakarta, both directly and indirectly through customer satisfaction as a mediating variable. Data were collected from 235 respondents through an online questionnaire and analyzed using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach. The results indicate that service quality and customer trust have a positive and significant effect on customer satisfaction. However, neither variable has a significant direct effect on customer loyalty. Conversely, customer satisfaction shows a positive and significant influence on customer loyalty and serves as a mediator between service quality and customer trust toward customer loyalty. The instrument's validity and reliability were confirmed through outer model testing, discriminant validity, and construct reliability analysis. These findings highlight the critical role of customer satisfaction in building user loyalty toward e-wallet services.

Micro, Small, and Medium Enterprises (MSMEs) play a crucial role in economic development, one of which is through the rapidly growing laundry service sector in Padang City. Roemah Laundry, as an MSME player in the laundry service sector, faces challenges in maintaining service quality and customer loyalty amidst intense competition. This study aims to examine the application of quality management, risk management, and pricing strategies implemented by Roemah Laundry to increase customer satisfaction and loyalty. The methods used include evaluating operational processes, quality control, employee training, as well as analyzing pricing strategies and risk management. The results of this study are expected to provide practical recommendations for Roemah Laundry to improve business effectiveness and serve as a reference for other MSME players in facing competition in the laundry service sector. Additionally, this study contributes to the development of MSME management science, particularly in improving service quality and sustainable business strategies.  

Abstrak. This study aims to analyze the relationship between price perception and service quality on customer satisfaction at NiceSo Nusukan, Surakarta. The study is motivated by the increasing competition in the modern retail sector and the significance of price strategy and service quality in enhancing customer satisfaction, especially among university students. A quantitative approach was employed using a survey method and purposive sampling of 60 respondents from the Management Study Program of Universitas Slamet Riyadi who had shopped at NiceSo Nusukan. The data were analyzed using Pearson and Spearman correlation tests. The results indicate that: (1) there is a positive and significant relationship between price perception and customer satisfaction, (2) there is a positive and significant relationship between service quality and customer satisfaction, and (3) price and service quality together have a significant relationship with customer satisfaction. The findings imply that managing competitive pricing and enhancing service quality are crucial for maintaining customer loyalty in retail businesses. Abstrak. Penelitian ini bertujuan untuk menganalisis hubungan antara persepsi harga dan kualitas layanan terhadap kepuasan pelanggan pada NiceSo Nusukan, Surakarta. Latar belakang studi ini didasarkan pada meningkatnya persaingan di sektor ritel modern dan pentingnya strategi harga serta kualitas layanan dalam meningkatkan kepuasan pelanggan, khususnya dari kalangan mahasiswa. Penelitian ini menggunakan pendekatan kuantitatif dengan desain survei dan teknik purposive sampling terhadap 60 responden mahasiswa Program Studi Manajemen Universitas Slamet Riyadi yang pernah berbelanja di NiceSo Nusukan. Teknik analisis yang digunakan adalah korelasi Pearson dan Spearman. Hasil penelitian menunjukkan bahwa: (1) terdapat hubungan positif dan signifikan antara persepsi harga dengan kepuasan pelanggan, (2) terdapat hubungan positif dan signifikan antara kualitas layanan dengan kepuasan pelanggan, dan (3) harga dan kualitas layanan secara bersama-sama berhubungan signifikan terhadap kepuasan pelanggan. Implikasi dari hasil ini adalah pentingnya pengelolaan harga yang kompetitif dan peningkatan layanan untuk mempertahankan loyalitas pelanggan di sektor ritel.

This research investigates the impact of several key factors on customer satisfaction at the KAI Company, specifically for train services operating at Poncol Station in Semarang. Classified as causal research, the study focuses on identifying how variables such as electronic service quality (e-quality), complaint handling, station facilities, and punctuality contribute to improved satisfaction among passengers. The research population consists of all train users at the station, without a fixed number, while a sample of 100 respondents was selected using the Lemeshow formula. Data collection methods involved the use of structured questionnaires and interviews with passengers to gain both quantitative and qualitative insights. The data analysis revealed that 85% of customer satisfaction levels can be attributed to the four main factors mentioned: the quality of digital services, the effectiveness of complaint resolution, the availability and quality of facilities, and adherence to schedules. The remaining 15% of satisfaction is influenced by other, unexamined variables. Each of the four tested variables was found to have a statistically significant individual (partial) impact on customer satisfaction. Furthermore, the simultaneous (overall) testing confirmed that these factors collectively have a strong and meaningful effect on how passengers perceive the quality of the rail service. The findings emphasize the importance of consistently improving these specific operational areas to enhance customer experiences. In particular, maintaining service reliability, responding to customer complaints efficiently, improving digital interfaces, and upgrading station facilities can lead to greater satisfaction and potentially increase customer loyalty. The study suggests that service providers like KAI must adopt a customer-centered approach that focuses on both digital and physical aspects of the travel experience to remain competitive in the transportation industry.

In the increasingly competitive hospitality industry, the role of the front office has become very crucial because it is the first and last point of interaction between hotels and guests. The operational success of a hotel is largely determined by the performance of the workforce in the front office, which directly affects the first impression, guest satisfaction, and overall reputation of the hotel. This study discusses in depth the importance of the Front Office Workforce Maintenance Program at Hotel Room Inc Bandung as a human resource management strategy to improve service performance. The program covers various aspects, such as providing regular training, developing communication skills, understanding guest management, and improving employee well-being, motivation, and loyalty. The main goal of this program is to minimize turnover rates, improve workforce competence, and maintain optimal hotel service standards. Through this approach, hotels can create a conducive working atmosphere, consistent service, and a memorable stay experience for guests. The findings in this study indicate that investment in workforce maintenance directly has a positive impact on service quality and guest satisfaction, which is the key to success in the modern hospitality industry.

This study aims to analyze the influence of service quality, destination attraction, and supporting facilities on visitor loyalty in the context of halal tourism at Maimun Palace, Medan City. Employing a quantitative approach with an associative research design, the study involved 254 respondents selected using the Slovin formula from a total population of 689 visitors recorded in April 2025. Data were collected through a structured questionnaire using a Likert scale and analyzed using SPSS software. The findings reveal that each independent variable—service, attraction, and facilities—has a positive and significant effect on visitor loyalty. Furthermore, the simultaneous analysis confirms that the combination of these three factors significantly influences loyalty among visitors to the halal tourism destination. These results align with the Customer Satisfaction Theory, which posits that positive experiences related to service delivery, destination appeal, and the availability of appropriate facilities contribute to higher levels of satisfaction, ultimately fostering loyalty. The implications of this study suggest that halal tourism destination managers should prioritize enhancing service quality, preserving the cultural and historical appeal of attractions, and ensuring the availability of facilities that meet the specific needs of Muslim tourists. By doing so, destinations like Maimun Palace can cultivate sustainable visitor loyalty, which is essential for long-term tourism development and competitiveness in the halal tourism sector. This research contributes to the growing body of literature on halal tourism by empirically validating the role of service, attraction, and facilities in shaping visitor loyalty. Future studies are recommended to explore additional variables such as religious compliance, digital engagement, and cultural sensitivity to provide a more comprehensive understanding of loyalty drivers in halal tourism contexts.

Increasingly fierce business competition requires businesses to be able to meet the needs and desires of customers in order to create long-term satisfaction and loyalty. Komunitas Coffee and Space is one of the coffee shop businesses in Surabaya that targets students by offering a comfortable atmosphere for studying, discussing, and relaxing. This study aims to determine and analyze the effect of Relationship Marketing, Facilities, and Service Quality on Customer Satisfaction among students in Surabaya. The research method used is a quantitative approach with survey techniques. Data was collected from 96 respondents through non-probability incidental sampling technique. Data analysis includes validity, reliability, classical assumption test, multiple linear regression, t test, F test, and coefficient of determination (R²). The results showed that partially, Relationship Marketing, Facilities, and Service Quality have a significant effect on Customer Satisfaction. In addition, the three variables simultaneously also have a significant effect on Customer Satisfaction at Komunitas Coffee and Space. These findings indicate that improving the quality of relationships with customers, adequate facilities, and good service quality are very important in creating customer satisfaction. Therefore, the management of Komunitas Coffee and Space is advised to continue to strengthen these three aspects in order to increase customer satisfaction. Keywords: Relationship Marketing, Facilities, Service Quality, Customer Satisfaction, Students

This research aims to analyze the effect of taste and service quality on customer satisfaction at Hilande Koffie Medan. As the café business continues to grow in urban areas, customer satisfaction becomes a key factor in business sustainability. Hilande Koffie, located in Medan, offers a variety of pastries and beverages that attract many customers, yet some inconsistencies in taste and service have raised concerns. This study uses a quantitative method with a sample of 45 respondents, applying multiple linear regression analysis through SPSS version 25. The results show that both taste and service quality have a positive and significant effect on customer satisfaction, either partially or simultaneously. The coefficient of determination (Adjusted R²) shows that 65% of the variation in customer satisfaction can be explained by the two independent variables. The findings suggest that maintaining consistency in taste and improving staff professionalism are crucial in enhancing overall customer experience. Therefore, Hilande Koffie is recommended to continuously evaluate and improve both aspects to increase customer satisfaction and loyalty.  

This study aims to analyze the influence of hotel facilities and service quality on guest satisfaction at Hotel Whiz Prime Padang. The background of this study is based on the importance of maintaining and improving the quality of hotel services and facilities in order to meet guest expectations and maintain customer loyalty amidst the increasingly tight competition in the hotel industry. This study uses a quantitative approach with a causal associative descriptive method. Data collection was carried out by distributing questionnaires to 379 respondents who had stayed at Hotel Whiz Prime Padang. The data analysis technique used was multiple linear regression with the help of SPSS version 22.The results showed that hotel facilities and service quality had a positive and significant effect on guest satisfaction. The coefficient of determination (R²) value of 0.739 indicates that 73.9% of the variation in guest satisfaction can be explained by hotel facilities and service quality significantly, while the rest is influenced by other variables outside this study. This finding indicates that the better the quality of facilities and services provided by the hotel, the higher the level of guest satisfaction will be. Therefore, the management of Hotel Whiz Prime Padang needs to evaluate and improve aspects of physical facilities as well as staff competence and attitudes in providing services to maintain guest satisfaction and loyalty.

This study examine the impact of product quality and service quality on consumer loyalty toward Bakso Adi, a local culinary business in Lampung, Indonesia. In recent years, consumers have become increasingly discerning, making product satisfaction and service experience crucial elements in shaping their loyalty. The research aims to examine how these two variables affect customer loyalty behavior, including repeat purchases, positive recommendations, and resistance to switching brands. The study employs a quantitative approach using a multiple linear regression model, with data collected through a questionnaire to 100 respondents (purposive sampling). The findings is both product quality and service quality significantly positively impact consumer loyalty. Product quality influences loyalty by meeting consumer expectations in taste and consistency, while service quality contributes through positive emotional experiences during customer interactions. These findings highlight the dual importance of maintaining high standards in both product and service aspects to retain customer trust and engagement. In conclusion, businesses like Bakso Adi must prioritize continuous improvement in product quality and service delivery to foster long-term customer loyalty. This study contributes to the understanding of loyalty formation in local food businesses and offers practical insights for customer retention strategies.

This study investigates the impact of cashless payment technologies, specifically e-toll and Garda Total Objek (GTO), on customer satisfaction and travel efficiency on the Tangerang-Merak Toll Road. The research demonstrates that the implementation of these technologies significantly enhances travel time efficiency and overall user satisfaction, providing a more seamless and convenient toll payment experience. Despite these positive outcomes, the study identifies several technical challenges that hinder optimal performance. Notably, there is an 18% transaction failure rate, primarily caused by malfunctions in card reader devices and server disruptions, which negatively affect the customer experience. In addition to technological reliability, the quality of service delivered by field staff and the degree of customer loyalty emerge as critical factors influencing sustained use of the digital payment system and overall satisfaction levels.The study underscores the importance of time efficiency and customer loyalty as key drivers for improving service quality and encouraging the widespread adoption of cashless systems. To address these challenges, the study recommends enhancing the reliability of payment devices and network infrastructure through regular maintenance and upgrades. Furthermore, the adoption of Multi-Lane Free Flow (MLFF) technology is suggested to allow toll transactions without stopping, thereby reducing traffic congestion and waiting times at toll plazas. Continuous staff training is essential to improve service response and technical troubleshooting. Additionally, customer loyalty programs offering incentives like discounts and rewards could increase user engagement. The study also emphasizes the need for increased public education on cashless payment systems and their features to minimize resistance and misunderstandings. Finally, ongoing monitoring and evaluation based on user feedback are critical for promptly addressing issues and sustainably improving customer satisfaction.

This study aims to analyze customer experience with the services provided by F21 Sinergy Motorcycle Workshop. A qualitative approach was employed, utilizing in-depth interviews and participatory observations involving 12 repeat customers who have used the workshop's services more than once. The research seeks to explore customers’ perceptions of several key service dimensions, including service quality, repair speed, the professionalism of technicians, and overall satisfaction with the repair outcomes. Findings indicate that while most customers perceive the service to be friendly and responsive, some expressed concerns regarding consistency in service speed during peak hours. The professionalism and technical competence of the mechanics were generally appreciated, particularly in terms of communication and transparency about issues and repair estimates. The study also reveals that trust and communication are critical factors that influence repeat visits and customer loyalty. Furthermore, the physical environment of the workshop, cleanliness, and waiting area comfort also contributed to the overall customer experience. These findings suggest that F21 Sinergy should maintain its strengths in interpersonal service while continuously improving operational efficiency during busy periods. This study contributes to a better understanding of how customer experience influences perceptions of service quality in the motorcycle repair industry. 

This study aims to examine the impact of service quality, brand image, and price fairness on customer satisfaction and loyalty at Dokter Komputer Store in Semarang. Using a quantitative approach, data were collected through questionnaires from 195 respondents selected via purposive sampling. The analysis, conducted using the SEM method with SmartPLS, revealed that these three factors positively and significantly influence customer satisfaction, which in turn has a direct impact on customer loyalty. These findings suggest that computer service providers should improve service quality, strengthen brand image, and set fair prices to enhance customer satisfaction and loyalty.

This study aims to analyze the relationship between marketing strategies and customer satisfaction on e-commerce platforms in Indonesia. Effective marketing strategies are essential in facing intense competition in the digital world, especially in enhancing customer satisfaction, which influences loyalty and business sustainability. This research uses a quantitative survey approach involving 100 active users of Shopee and Tokopedia platforms. Data were collected through questionnaires and analyzed using descriptive statistics, Pearson correlation, and simple linear regression. The results indicate a positive and significant relationship between marketing strategies and customer satisfaction, with a correlation value of 0.673 and a contribution of 45.3%. Digital promotions, personalized services, and loyalty programs are key factors in improving customer satisfaction. However, customer service aspects require more attention to support overall satisfaction. This study implies that e-commerce platforms must continuously develop integrated marketing strategies alongside quality service improvements to maintain and enhance customer satisfaction.

This study aims to analyze the influence of User Experience and Word of Mouth on Customer Satisfaction in the Oxygen.id Home service, one of the internet providers in Indonesia. In today’s digital era, the quality of internet service is measured not only by connection speed and stability but also by the user’s experience when interacting with the service. User Experience encompasses aspects such as ease of use, interface design, responsiveness, and emotional comfort during service usage. A well-designed User Experience can enhance positive perceptions of the service and lead to increased Customer Satisfaction. Customer Satisfaction plays a crucial role as a bridge between User Experience and Word of Mouth. Satisfied customers tend to be more willing to recommend the service to others, either directly or through social media. Word of Mouth serves as a trusted form of organic promotion and has a significant impact on attracting potential new customers. Therefore, Word of Mouth is not only an outcome of good service but also a part of an effective growth strategy in a competitive industry. This study employs a quantitative approach by collecting data through surveys of active Oxygen.id Home users. The analysis results indicate a strong relationship between User Experience, Customer Satisfaction, and Word of Mouth, with Customer Satisfaction acting as a significant mediating variable. These findings emphasize the importance for service providers to continuously optimize User Experience in order to increase customer loyalty and expand market reach through the power of Word of Mouth.

Training Institutions, Courses and Job Training are places that are very often used by the public to increase their expertise and skills. In winning the competition in the service sector related to customer satisfaction, the efforts that must be made by the institution are to improve the quality of serving customers which is a key factor in the success of an institution. This study aims to analyze the quality of administrative services on customer satisfaction at LPK/LKP. Zakiyah Muara Enim. The study was conducted by collecting data through documentation, interviews, observations and literature. The methodology used is a qualitative method that is descriptive and tends to use analysis. The process and meaning (subject perspective) are more emphasized in qualitative research. Based on the results of the analysis that has been carried out, it states that administrative services at LPK/LKP. Zakiyah has provided effective services, good communication and responsiveness, so that customers are satisfied with the service. This can have a good impact on the institution in terms of service quality, because the better the service provided, the better the image of the institution's name among the public. And for service providers, it is expected to continue to make improvements in service aspects to increase customer satisfaction and loyalty. In conclusion, the quality of administrative services plays a very important role and is the main factor in increasing customer satisfaction so that it can provide a sense of comfort for customers.

This research investigates how e-service quality and customer experience influence customer satisfaction among GoRide users in Bandar Lampung. The study is motivated by the growing reliance on online transportation services in Indonesia and the crucial role of customer satisfaction in fostering user loyalty. Employing a quantitative method with a survey design, data were gathered through questionnaires from 125 purposively selected respondents. The data were analyzed using multiple linear regression via SPSS. Findings indicate that both e-service quality and customer experience positively and significantly affect customer satisfaction, both individually and collectively. Key elements such as the app’s efficiency, security, and reliability, along with user experience factors like accessibility, promise fulfillment, and personalized service, are shown to be major contributors to the satisfaction of GoRide users in the area.

Self-photo studio is a modern photography trend that is growing rapidly among the younger generation, because it offers a private, flexible, and aesthetic photo experience without the help of a photographer. One of the business actors in this field is Selfphoto Studio - Potokita Prapen Surabaya, which has attracted the attention of many users. However, customer satisfaction is not always met because of the gap between expectations and the reality of the services provided. This study aims to determine the effect of Perceived Value, Product Quality, and Service Innovation on user satisfaction at Selfphoto Studio - Potokita Prapen branch in Surabaya. This study uses a quantitative approach with data collection techniques through the distribution of E-questionnaires. The number of respondents in this study was 100 Potokita Prapen users who were selected using a purposive sampling technique. The results of the study showed that perceived value, product quality, and service innovation had a positive and significant effect on user satisfaction, both partially and simultaneously. The results of the study showed that perceived value, product quality, and service innovation had a positive and significant effect on user satisfaction, both partially and simultaneously. These findings provide implications for the management of Selfphoto Studio - Potokita to pay more attention to these factors in order to increase customer satisfaction and loyalty..

This study focuses on prioritizing quality and customer satisfaction as the key to the success of the Dapur Mami Icha Catering MSME in Medan, North Sumatra. This business, which started with a small capital, has succeeded in building a reputation through serving delicious, healthy, and affordable food menus, as well as friendly and personal service. The strategy for retaining customers is carried out through a direct communication approach, such as reminders to order before the event day, and price adjustments according to customer needs. In addition, innovation in menu development and consistency in quality are the main factors that make customers loyal and recommend this service. Collaboration with similar business actors also strengthens the competitiveness and capacity of the business. The success of Dapur Mami Icha confirms that focusing on product quality and customer satisfaction is an important foundation in building a sustainable and competitive MSME business in the local catering market.  

This study aims to analyze the effect of retail layout on customer satisfaction levels at PT Trans Retail Medan Carrefour. In an increasingly competitive retail industry, store layout is one of the strategic factors that can affect comfort, shopping efficiency, and customer perceptions of service quality. This study uses a quantitative approach with descriptive and associative methods, involving 60 respondents who are active customers of Transmart Carrefour Medan. Data collection techniques were carried out through distributing questionnaires and direct observation. The results of multiple linear regression analysis show that retail layout has a significant effect on customer satisfaction, with a contribution of 75.9% to the variation in satisfaction levels. The layout factors that contribute the most include product placement, aisle design, lighting, signage, and ease of access between areas. These findings emphasize the importance of optimizing store layout as a strategy to improve the shopping experience and customer loyalty. Thus, retail management is advised to continue to evaluate and innovate in spatial planning in order to meet consumer expectations sustainably.