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Hidayah Boyolali General Hospital (RSU) was established by the Yayasan Dua September Boyolali and began operating since September 2, 2011 as a medical center, then officially became a hospital in May 2012 through the Decree of the Head of the Investment and Integrated Licensing Service Agency of Boyolali Regency No. 503/002/30 of 2012. As a type D private hospital, RSU Hidayah Boyolali is committed to providing professional health services that are oriented towards customer satisfaction. In the face of fierce competition between hospitals, especially in the Boyolali area, RSU Hidayah seeks to develop an effective marketing strategy to increase the number of patient visits. This Community Service activity aims to improve the knowledge and skills of the hospital development team related to marketing strategies through the Hospital Corporate Social Responsibility (CSR) approach. The solutions offered include education on CSR concepts and methods in hospital marketing, CSR implementation training, and assistance in developing strategies and user interfaces for customer data collection. The output of this activity includes the publication of the results of service in scientific journals, videos of online activities, increasing the knowledge and skills of the hospital development team, and integrating the results of the activities into the Hospital Marketing Management course. This activity is expected to be able to strengthen the ability of Hidayah Boyolali Hospital to compete and increase patient satisfaction and loyalty.

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 aims to analyze the strategies used by business actors in facing local market competition through Porter's Five Forces Model approach, which includes: the threat of new entrants, the threat of substitute products, the bargaining power of suppliers, the bargaining power of consumers, and the intensity of competition between competitors. This research uses a qualitative method with a descriptive approach. Data collection techniques were conducted through in-depth interviews with three categories of informants, namely business owners, employees, and consumers. Data analysis was conducted by identifying patterns, differences, and linkages between the strategies applied and aspects of Porter's Five Forces Model. The results showed that the main strendgth in local competition lies in the high intensity of competitors and the increasing number of alternative products offered. The integration strategy between online and offline marketing is proven to help dealers reach consumers more widely and build customer loyalty. The use of social media, digital promotions, and direct-to-consumer services such as exhibitions and local community partnerships are key to adaptation in the digital era. By understanding Porter's five aspects in depth, businesses can formulate strategies that are more adaptive, innovative, and highly competitive in the local market.

This study investigates the structural relationships among Product Quality (PQ), Brand Image (BI), Word of Mouth (WOM), and Repurchase Intention (RI) to empirically understand the sequential mechanisms driving consumer loyalty in a highly competitive market. Grounded conceptually in the Stimulus-Organism-Response (S-O-R) paradigm, the research posits that PQ acts as an external antecedent influencing RI through the mediating cognitive and behavioural constructs of BI and WOM. Data were collected from a sample of 187 Weber product consumers in Surabaya and analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The empirical results confirm all hypothesized direct and indirect relationships. Specifically, PQ significantly and positively influences both BI (β=0.337, p<0.000) and WOM (β=0.351, p<0.000). Furthermore, both BI and WOM significantly predict RI, with WOM (β=0.498, p<0.000) demonstrating a markedly stronger effect compared to BI (β=0.414, p<0.000). The model successfully explains a moderate 57% of the variance in Repurchase Intention. These findings underscore the strategic imperative for management to prioritize superior product quality, which organically fosters a positive brand perception and stimulates potent word-of-mouth promotion identified as the most critical driver of repeated purchases. Future research is encouraged to integrate additional affective factors, such as customer satisfaction or perceived price fairness, to enhance the explanatory power of the consumer loyalty model.

This study aims to determine and analyze the influence of green marketing and brand image on customer loyalty at Starbucks Coffee Living World Pekanbaru. The background of this study is based on increasing competition in the coffee industry, changes in consumer lifestyles that are increasingly environmentally conscious, and the importance of brand image in building long-term relationships with customers. The method used in this study is descriptive and quantitative. The number of samples in this study was 100 people with the sampling technique using purposive sampling. The data analysis technique used is multiple linear regression analysis. In this study, the results obtained are Green Marketing (X1) has a positive and significant effect on customer loyalty (Y), Brand Image (X2) has a positive and significant effect on customer loyalty (Y), and Green Marketing (X1) and Brand Image (X2) have a positive and significant effect on customer loyalty (Y) at Starbucks Coffee Living World Pekanbaru

PT. Citilink Indonesia is a low-cost airline operating in both domestic and international markets. This study explores how the company utilizes Marketing Public Relations (MPR) strategies to promote its brand and services. The focus of this research is on the implementation of integrated marketing communication strategies—particularly through social media and event-based promotions—to build a positive brand image and increase customer loyalty. Previous studies have addressed similar topics, such as PT. KAI’s MPR strategies in digital service transformation and PT. JNE’s efforts to enhance customer satisfaction through MPR. This research employs a descriptive qualitative method, with data collected through interviews and documentation. The findings reveal that Citilink’s MPR strategy adopts the Three Ways Strategy by Thomas L. Harris, which includes push, pull, and pass strategies. These are implemented through social media campaigns on platforms like Instagram, collaborations with Key Opinion Leaders (KOLs), and the organization of educational and entertainment events. The strategy has proven effective in enhancing audience engagement and expanding promotional reach amidst intense competition in the airline industry.

The food and beverage (F&B) industry in Indonesia has experienced rapid growth, particularly in the ice cream and frozen dessert subsector, marked by increasing sales and intensifying competition. This development requires businesses, including Mixue, to implement effective marketing strategies through the integration of digital and physical channels (Omnichannel Marketing), product assortment, and online customer reviews. This study employs a quantitative causal-associative approach using survey questionnaires analyzed with multiple linear regression to examine the influence of these variables on Mixue consumers’ purchase intention in Medan. The results indicate that Omnichannel Marketing and online customer reviews have a positive and significant effect on purchase intention, while product assortment has a positive but non-significant effect. The dominant indicator in purchase intention is exploratory interest, where consumers actively seek information and try new products. These findings emphasize that channel integration, information transparency, and product quality are key factors in enhancing consumer engagement and loyalty. Recommendations include strengthening omnichannel strategies, actively managing digital reviews, and innovating seasonal products to maintain purchase intention and expand market share.

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 aims to analyze the influence of Customer Experience and sales promotions on repurchase intention of Nivea Men consumers in Medan City. The background of the study is based on the increasing competition in the men's skincare industry which demands effective marketing strategies to maintain consumer loyalty. The research method uses a quantitative approach with an associative research type. The research sample consisted of 96 respondents determined by purposive sampling technique. The results showed that Customer Experience has a positive and significant effect on repurchase intention, with the Sense indicator as the dominant factor. Sales promotions also proved to have a positive and significant effect, with promotion quality as the most influential indicator. Simultaneously, both variables have a significant effect on repurchase intention, with Exploratory Interest as the highest indicator, which confirms that positive experiences and quality promotions can encourage consumers to make repeat purchases while exploring other products from the same brand. The implications of this study emphasize the importance of strengthening the Relate dimension in Customer Experience, consistent promotion frequency at strategic moments, and product differentiation to strengthen consumer preferences.

Family businesses are not only viewed as sources of economic profit but also as inheritances carrying historical and cultural values. This study focuses on the life meaning of the fourth-generation heir of Sate In Bur in Lima Puluh Kota Regency in continuing the family business that has existed for several decades. The purpose of this research is to explore the subjective meaning formed through the heir’s experiences in facing the challenges of maintaining a family enterprise. This study employs a qualitative method with a phenomenological approach to deeply understand the reality experienced by the subject. The research subject was selected purposively based on the criterion of being an active heir currently managing the business. Data were collected through in-depth interviews and documentation, then analyzed using the interactive model of Miles, Huberman, and Saldaña. The findings reveal five main themes: facing declining income due to market competition, expanding business reach through innovation and digital promotion, strengthening business continuity as a moral responsibility to the family, preserving culinary heritage and local culture, and improving product quality to maintain customer loyalty. These findings indicate that the heir’s life meaning is not solely oriented toward economic aspects but also encompasses family values, cultural identity, and social responsibility in sustaining the longevity of the family business.

This study aims to analyze the effect of product variation and store atmosphere on customer revisit intention at Kilat Kuphi, Jalan Garuda, Medan. A quantitative associative approach was applied by distributing questionnaires to 100 respondents, and the data were analyzed using inferential statistics with SPSS. The results show that both product variation and store atmosphere have a positive and significant influence, either partially or simultaneously, on revisit intention. Product tangibility and interior display emerged as dominant indicators in shaping positive customer experiences. These findings highlight that continuous innovation in product offerings and store atmosphere management is crucial for enhancing customer loyalty and ensuring business sustainability. Furthermore, the study emphasizes the importance of maintaining consistency in both product offerings and store ambiance to ensure that customers return. By focusing on these two key areas, businesses can foster long-term relationships with customers, increase brand loyalty, and ultimately enhance profitability. The implications of this study suggest that retailers, particularly in the competitive market of Medan, should prioritize not only product diversity but also the creation of a pleasant and immersive store environment to drive customer retention.

Pengelolaan sumber daya manusia di perusahaan harus dijalankan dengan sebaik mungkin dengan pengelolaan yang efektif dan efesien agar perusahaan dapat bersaing dengan persahaan-persahaan lainnya. Sebaliknya jika pengelolaan sumber daya manusia perusahaan tidak berjalan dengan efektif, maka akan muncul berbagai masalah yang akan mengganggu kinerja perusahaan. Fenomena yang sering terjadi adalah terdapat banyak karyawan yang ingin berpindah kerja atau intensi turnover yang akhirnya berujung pada keputusan karyawan tersebut untuk meninggalkan pekerjaannya (turnover).

This study aims to determine the influence of local Bugis cultural values specifically Lempu (honesty and integrity), Temmappasilaingeng (impartial justice), and service quality on customer loyalty through satisfaction in laundry businesses in Watampone. A quantitative approach was employed using Partial Least Square Structural Equation Modeling (PLS-SEM) through SmartPLS 4, involving 120 respondents from three major sub-districts in Bone Regency. The results reveal that Lempu culture does not have a significant effect on customer satisfaction (T = 1.498; p = 0.137) or loyalty (T = 0.542; p = 0.589). Similarly, Temmappasilaingeng does not significantly influence satisfaction (T = 0.746; p = 0.457) or loyalty (T = 1.347; p = 0.180). Service quality, however, significantly affects customer satisfaction (T = 4.984; p = 0.000), but does not directly influence loyalty (T = 0.915; p = 0.362). Meanwhile, customer satisfaction significantly impacts loyalty (T = 2.760; p = 0.007). Mediation analysis also shows that customer satisfaction significantly mediates the relationship between service quality and loyalty (T = 2.437; p = 0.016), but not between Lempu (T = 1.318; p = 0.190) or Temmappasilaingeng (T = 0.702; p = 0.484) and loyalty. In conclusion, customer satisfaction is a key factor in building loyalty, and service quality is the dominant factor driving that satisfaction. Although local culture holds essential moral values, its influence on loyalty needs to be realized in the form of tangible service experiences to be directly felt by customers.

This interactive study examines the impact of green marketing on the development of competitive capabilities in Iraqi companies, highlighting its role as a strategic approach for achieving sustainable market advantage. Green marketing involves environmentally responsible practices in product design, pricing, promotion, and distribution, which contribute to building brand reputation and operational excellence. The study explores the relationship between green marketing initiatives and enhancing firms' competitive capabilities, emphasizing how eco-friendly practices influence performance and strategic positioning. By analyzing green marketing theory, the study provides a comprehensive understanding of how sustainability-focused strategies can strengthen innovation, differentiation, and customer loyalty. It underscores the role of green marketing in improving long-term competitiveness and aligning business goals with environmental responsibility. Using empirical studies and diverse sources, the research demonstrates that green marketing is not merely a branding tool but a core element in building strategic advantages, especially within Iraq’s evolving market and regulatory environment. The findings reveal a positive relationship between green marketing practices and competitive capabilities. Environmentally driven strategies improve firm performance, enhance responsiveness to market demands, and reinforce brand value, enabling companies to thrive in dynamic business contexts. Consequently, the research recommends adopting green marketing as an integral component of strategic planning for Iraqi companies to ensure resilience, sustainability, and competitive growth. In conclusion, the study highlights the positive impact of green marketing on enhancing competitive capabilities in the Iraqi context, affirming its importance as a foundational pillar in business strategy to address environmental challenges and achieve long-term success. Furthermore, it suggests future studies explore the specific challenges and opportunities of implementing green marketing in different sectors.

This study aims to analyze the influence of taste, customer experience, and digital marketing on repurchase intention at Mie Ayam Panggang Demi Apa in Kediri. In the increasingly competitive culinary industry, business owners are required to maintain taste consistency, create memorable customer experiences, and optimally utilize digital platforms in their marketing strategies. These three factors are believed to play an essential role in shaping consumer behavior, particularly in encouraging repeat purchases. The research applied a quantitative survey method involving 90 respondents selected using Slovin’s formula. Respondents were customers who had made at least two purchases within the last month. Data analysis was conducted using SPSS version 26 with several statistical tests, including validity and reliability tests, classical assumption tests, multiple linear regression, t-test, F-test, and coefficient of determination (R²). The findings indicate that taste, customer experience, and digital marketing each have a positive and significant influence on repurchase intention, both partially and simultaneously. The R² value of 0.447 shows that 44.7% of the variation in repurchase intention is explained by these three variables. Therefore, it is recommended that business owners consistently maintain product quality, enhance customer experience, and optimize digital marketing to build customer loyalty and ensure long-term business sustainability.

In the healthcare sector, patient revisit intention serves as an important measure of hospital success, influencing financial stability, operational effectiveness, and long-term patient retention. With increasing competition, hospitals must strengthen trust, improve service quality, and maintain a positive institutional image to retain patients. This study focuses on the declining number of non-BPJS (non-insured) patients at Cinta Kasih Tzu Chi Hospital, Cengkareng, which impacts revenue sustainability. The research aims to assess how trust and customer perceived value affect revisit intention, and whether hospital image moderates these relationships. A quantitative approach was applied using a structured questionnaire distributed to 95 non-BPJS outpatients who had previously sought treatment more than once. Data were analyzed through Structural Equation Modeling (SEM) using the Partial Least Squares (PLS) method via SmartPLS software. The findings reveal that both trust and perceived value significantly and positively influence revisit intention, implying that patients with strong trust and satisfaction tend to return. Although hospital image directly influences revisit intention, it does not significantly moderate the link between perceived value and revisit intention. Therefore, hospitals are advised to enhance patient trust and perceived value while sustaining a credible institutional image to strengthen loyalty among non-BPJS patients

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.

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 examines the influence of online customer reviews and customer satisfaction on repurchase intention for Erigo fashion products sold on Shopee. The research is motivated by the rapid growth of local fashion sales on e-commerce platforms, yet the Erigo brand shows relatively low repurchase intention despite receiving many positive ratings. This gap between consumer expectations and actual experiences highlights the importance of satisfaction in driving loyalty. The study adopts a quantitative approach with descriptive and verificative methods. The population consists of Shopee consumers who have purchased Erigo products, with purposive sampling applied. A total of 362 valid responses were analyzed after outlier removal from 385 initial respondents. Descriptive results indicate that online customer reviews are categorized as very high (4.40), customer satisfaction as high (4.08), and repurchase intention as good (3.95). The findings show that online customer reviews contribute 47.70%, customer satisfaction 57.10%, and both variables jointly 59.60% to repurchase intention. Hypothesis testing confirms significant partial and simultaneous effects of both predictors on repurchase intention.

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.