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This study aims to analyze the influence of job satisfaction on employee performance at Warung Makan Ayam Penyet Pelem Asri, Boyolali. The study used a qualitative method with a case study approach. Data collection was conducted through in-depth interviews with employees and the business owner, direct observation of work activities, and relevant documentation. The results showed that the level of employee job satisfaction is relatively high, formed from a combination of structural, social, physical, and psychological factors. These factors include clear division of tasks, a regular work shift system, harmonious interpersonal relationships between employees, and the availability of adequate work facilities and compensation. High job satisfaction has been shown to encourage intrinsic motivation, discipline, and consistency in carrying out employees' duties. This is reflected in the ability of employees to provide fast, friendly, and consistent service, especially during busy operating hours. The research findings confirm that job satisfaction has a significant influence on employee performance, which in turn impacts customer satisfaction and business sustainability. Therefore, management needs to maintain and improve factors supporting job satisfaction to maintain service quality and business competitiveness.

UMKM Kerupuk Subur is one of the SMEs quite well-known for its cracker products and is located at Jl. Gedongkuning Gg. Nuri No.66, RT.2/RW.33, Wonocatur, Banguntapan, Bantul Regency, Special Region of Yogyakarta. Product packaging is one of the important factors in maintaining the quality of the crackers to keep them crispy and not easily soggy. Currently, UMKM Kerupuk Subur still uses ordinary plastic packaging that is only tied with a string, so its protection against physical damage and product quality deterioration is still limited. Besides functioning as a protector, product packaging also serves as a consumer attraction that can influence purchasing decisions. In 2024, UMKM Kerupuk Subur experienced a production and sales decline of 4.58 percent, which is suspected to be influenced by packaging factors. This study aims to develop Kerupuk Subur packaging based on customer criteria and needs. The Green Quality Function Deployment approach is used to obtain comprehensive information in designing packaging according to consumer needs and preferences. The results of identifying consumer needs show priorities such as packaging that is easy to open, resealable, transparent, environmentally friendly, durable, and tear-resistant. Based on these needs, packaging development alternatives were designed, including an easy-open system, durable and tear-resistant packaging, and resealable packaging to maintain product quality and crispness. Then, testing was conducted with 50 respondents to assess consumer satisfaction. The level of consumer satisfaction falls into the satisfied category, with an average score of 4.18, where 80% of respondents stated they were satisfied or very satisfied with the designed packaging prototype.

This research develops a machine learning model to classify customer loyalty using the Random Forest algorithm. Customer churn is a critical issue that reduces revenue and increases acquisition costs. A dataset of 50,000 customers from global e-commerce and subscription platforms was processed through data cleaning, imputation, outlier handling, and class balancing with SMOTE. The Random Forest model was built as a baseline and optimized with hyperparameter tuning. Evaluation using accuracy, precision, recall, and F1-score shows that the optimized model achieved 90.81% accuracy and 83.87% F1-score, outperforming previous Naïve Bayes approaches. Feature importance analysis highlights customer service interactions, lifetime value, and demographic factors as key predictors of churn. These findings demonstrate Random Forest’s effectiveness in churn prediction and provide practical insights for customer retention strategies

A suitable and targeted marketing plan is required because of the intense competition in the retail drinking water sector. Customer segmentation using RFM (Recency, Frequency, and Monetary) analysis is one of the techniques employed. Additionally, K-Means clustering, a clustering technique based on machine learning, is employed. This study's goal is to present the findings in the form of graphs that can be used to examine consumer trends according to their attributes. With a value of 10286, the Calinski Harabaz index is a suitable metric to move on to the segmentation step in this study, which also tests three metrics using the clustering method. An ideal cluster is created for every cluster evaluation by dividing the Calinski Harabaz index into three more manageable clusters. This contrasts with other evaluation metrics that only yield two clusters. For instance, when XYZ drinking water sales transaction data was distributed, it was discovered that, out of the total drinking water sales, woodsale had 422 customers, diamond had 1061 customers, and star diamond had 2005 customers. The management of the XYZ drinking water company and other marketing fields are expected to encounter more intense competition as a result of the study's findings.

The rapid development of digital technology has led to an increased adoption of digital payment methods in online transaction-based businesses. However, in practice, failures and limitations in the implementation of digital payment systems still occur, potentially disrupting transaction processes and reducing customer convenience. Payment related obstacles may result in transaction cancellations and increase the risk of customer churn. This study aims to analyze the impact of failures and limitations in digital payment methods on customer churn using a classification-based approach. The data used in this research are secondary e-commerce customer data obtained from the Kaggle platform, including transaction information, payment methods, customer behavior, and historical transaction records. The research methodology consists of data preprocessing, time-based feature engineering, and classification modeling using logistic regression, decision tree, and random forest algorithms. Model performance is evaluated using accuracy, precision, recall, F1-score, and confusion matrix metrics. The results indicate that the decision tree model demonstrates superior capability in identifying churn customers compared to the other models, although it does not always achieve the highest accuracy. In addition to digital payment methods, other factors such as purchase value, transaction frequency, purchase timing patterns, and product return rates also influence customer churn. The findings highlight the importance of optimizing digital payment systems as part of customer experience enhancement strategies and customer retention efforts in online transaction–based businesses.

Customer churn is a strategic challenge for digital streaming platforms because it directly Impacts revenue and business sustainability. This study aims to analyze the factors influencing customer Churn and develop a churn prediction model using the Random Forest algorithm. The study uses a Quantitative approach with an explanatory design and utilizes secondary data from the Netflix Customer Churn and Engagement Dataset available on Kaggle. The dataset consists of 1,000 customer data with 16 Variables covering demographic characteristics, service usage behavior, financial condition, and customer Satisfaction level. The data was processed through preprocessing, one-hot encoding, and a 70:30 split Between training and test data. Model performance was evaluated using accuracy, precision, recall, F1 Score, and ROC-AUC metrics. The results show that the Random Forest model produces an accuracy of 53.7%, precision of 56.3%, recall of 63.6%, F1-score of 59.7%, and ROC-AUC of 0.534, indicating Moderate predictive ability and only slightly better than random classification. Feature importanceAn.evealed that user engagement levels, such as viewing duration and frequency of interactions, Were the most dominant factors influencing churn, followed by economic factors and customer satisfaction. The results of this study are expected to provide a basis for streaming platforms to design more effective Customer retention strategies.

This study explores the influence of Electronic Word of Mouth (E-WOM) on Umrah ticket purchasing decisions through the Instagram account @umrohbarengyuk.id. In today’s digital era, social media serves as a primary channel in shaping consumer perceptions of services, particularly in religious travel industries like Umrah. E-WOM, consisting of interaction intensity, opinion valence, and content quality, plays a vital role in providing trustworthy information and building consumer confidence. Using a quantitative method involving surveys and simple linear regression analysis, the study finds that digital reviews and testimonials strongly influence prospective pilgrims’ decisions. The @umrohbarengyuk.id account is perceived as providing transparent, responsive, and relevant communication, making it a key reference in users’ information-seeking and service evaluation processes. These findings reinforce E-WOM as a powerful digital marketing communication strategy that not only increases service appeal but also enhances customer trust and purchasing confidence. The study offers practical insights for Umrah service providers in developing personalized, credible digital content and strategies to reach broader audiences effectively.

This research is motivated by a significant decline in sales of herbal products/jamu (herbal medicine) from PT Martina Berto Indonesia during the 2021–2024 period, as reflected in the 2024 annual report. This downward trend indicates issues related to customer satisfaction and loyalty, changes in consumer perceptions of the product, and increased competition from other herbal brands. The continued decline in sales in 2024, reaching IDR 95 million, indicates a serious challenge to the product's sustainability in the market. This study aims to examine the influence of perceived value on customer loyalty of Sariayu Herbal Scrub through customer satisfaction in Bandung City. This study employs quantitative methods, incorporating verification approaches. The data used in this study consist of primary and secondary data. The sample consisted of 115 respondents. Data analysis was performed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4 software, and the sampling method applied was the sample size technique. The results of this study indicate that perceived value has a positive and significant influence on customer satisfaction, customer satisfaction has a positive and significant influence on customer loyalty, and perceived value has a positive and significant influence on customer loyalty. However, perceived value influences customer loyalty indirectly through customer satisfaction. These findings offer practical insights for companies to improve perceived value and customer satisfaction, key strategies to enhance customer loyalty, and maintain business sustainability.

Community service activities in Kalirahayu 1 Village aim to improve the utilization of social media as a marketing tool for Micro, Small, and Medium Enterprises (MSMEs). This initiative is important because many MSME actors in the village have not maximized social media usage, which limits their opportunities to increase product sales and market reach. The program was implemented through consultations, practical training, and continuous mentoring involving 10 MSME actors in Kalirahayu Village. Through this activity, participants were introduced to digital marketing strategies, including content creation, product promotion, and customer interaction through social media platforms. The results showed that MSME actors gained new knowledge and skills in using social media effectively, while students involved in the program also developed practical experience in digital marketing. Although several challenges were encountered, such as limited technological facilities and differences in participants’ initial knowledge levels, the program successfully increased awareness of the importance of digital marketing. This activity demonstrates strong potential for sustainable development and is expected to support the growth and competitiveness of MSMEs in rural areas.

The rapid growth of e-commerce has intensified the need to understand transaction patterns and customer purchasing behavior as a foundation for strategic decision-making. This study aims to analyze e-commerce transaction patterns and customer purchasing behavior based on demographic characteristics and transaction timing. By utilizing e-commerce transaction data, this research seeks to provide a more comprehensive understanding of customers’ purchasing tendencies and the factors influencing their behavior. This study employs Exploratory Data Analysis (EDA) as the primary method to descriptively explore data characteristics through various statistical visualizations, including histograms, bar charts, line graphs, and boxplots. The analysis conducted to identify transaction trends, the distribution of purchase values, and behavioral differences across demographic groups and specific time periods. The results indicate that e-commerce transaction patterns tend to increase during certain periods, particularly in the latter part of the observation timeframe, suggesting the influence of seasonal factors and promotional strategies. The distribution of transaction values is asymmetric, with most transactions occurring in the low to medium value range, while high-value transactions are conducted by a relatively small proportion of customers. Furthermore, variations in purchasing behavior are observed across demographic groups in terms of transaction frequency and value, despite relatively balanced transaction volumes. The findings confirm that e-commerce customer purchasing behavior is influenced by a combination of temporal factors and demographic characteristics. These results are expected to serve as a basis for e-commerce practitioners in developing more targeted marketing strategies and as a reference for future research in the field of e-commerce data analytics.

This study aims to analyze the influence of accountability and transparency principles on financial management in feed retail micro, small, and medium enterprises (MSMEs) in West Lampung Regency. Accountability and transparency are considered essential aspects of good governance implementation, which play a crucial role in building trust and improving the financial effectiveness of small enterprises. The research applies a quantitative approach through a survey distributed to customers and farmers using a Likert-scale questionnaire. Data were analyzed using multiple linear regression to examine the effect of accountability and transparency on financial management perception.. The results indicate that both variables have a positive and significant influence on customers’ and farmers’ perceptions. The implementation of accountability and transparency strengthens public trust and enhances the professionalism of financial management practices in MSMEs, particularly in feed retail businesses.

This study aims to determine the influence of price, product quality, and service quality on customer satisfaction at Salon Natayu. The approach used was quantitative, with data collection techniques through questionnaires distributed to Salon Natayu customers, with a total of 53 respondents (using census techniques). The data were analyzed using multiple linear regression analysis with the help of SPSS version 20. The results of the study show that the three independent variables (price, product quality, and service quality) simultaneously have a positive effect on customer satisfaction. However, partially, the price variable has the most dominant influence on customer satisfaction. The conclusion of this study shows that price is the most influential factor on customer satisfaction, followed by service quality, while product quality has the least influence. These findings indicate that a competitive pricing strategy is a crucial aspect for Salon Natayu in maintaining and improving customer satisfaction. In addition, continuous improvement of service quality is also necessary to create a better customer experience. This research is expected to be a reference for salon managers in formulating more effective marketing strategies as well as for future research that examines the factors that affect customer satisfaction in the beauty services industry.

This study aims to examine the application of heart-centered communication based on Nonviolent Communication (NVC) Theory in interactions between employees and guests at the Masainn Hotel, Kuta, Bali. NVC, developed by Marshall Rosenberg, stresses empathetic engagement built on four core components: observation, feelings, needs, and requests. Using a descriptive qualitative approach, data were collected through in-depth interviews with guests and direct field observations of daily service interactions. The findings indicate that employees consistently apply empathy-driven communication by offering warm greetings, attentive service, and genuine emotional presence. These behaviors help create a family-like environment that makes guests feel comfortable and emotionally connected to the hotel. Notably, one guest reported returning to the hotel for three consecutive years, having been introduced by a friend who has been a loyal customer for nine years. This demonstrates that NVC-based communication contributes significantly to guest satisfaction, trust, and long-term loyalty. Furthermore, the study highlights the strategic role of emotional intelligence and compassionate communication in shaping service quality within the hospitality industry. By integrating NVC principles into daily service practices, hotels can foster stronger interpersonal relationships, enhance guest experiences, and build sustainable customer retention.

This study aims to analyze the optimization of the Yoona Squad Leader wellness community program in strengthening the brand awareness of Yoona Women. The increasing awareness of feminine hygiene and the growing concern regarding the safety of menstrual products serve as the foundation of this research, considering that more than half of Indonesian women report irritation and discomfort related to conventional sanitary pad use (Manoppo, 2022; Putinah et al., 2020). In addition, laboratory findings by the Indonesian Consumers Foundation (YLKI, 2015) revealed traces of chlorine and dioxin in many commercial sanitary pads, indicating potential reproductive health risks. The study employed a descriptive qualitative approach through observation, interviews, and active participation in the marketing division of PT Yoona Digital Indonesia during August–December 2025. The findings show that the Yoona Squad Leader program effectively strengthens all stages of the 5A Customer Path—Awareness, Appeal, Ask, Act, and Advocate—as conceptualized in Marketing 5.0: Technology for Humanity (Kotler, Kartajaya, & Setiawan, 2021). Community-based engagement drives emotional bonding, advocacy behavior, and value-based loyalty through empathy-driven communication. This program successfully empowers women to become advocates for menstrual health awareness while reinforcing brand credibility and consumer trust. The study highlights the strategic importance of community-based marketing as a sustainable approach to building human-centered loyalty and enhancing brand equity in the digital wellness industry.

This article explores inconsistencies in employee performance within small, project-oriented service sectors, where quality depends on daily tasks, punctuality, and adherence to procedures. Since skill development relies largely on informal workplace learning, differences in worker competencies often lead to rework, customer complaints, and safety issues. The study investigates how skills and competencies affect employee performance, illustrating how individual abilities translate into observable performance through the ability–motivation–opportunity (AMO) framework and experience-based learning. A qualitative case study at Rajasa Teknik included interviews and observations to examine project coordination, quality standards, and supervision practices. Results indicate that competencies and skills primarily influence ability, but sustained motivation- driven by realistic goals and fair feedback- along with ample opportunities such as smooth material flow, clear roles, and on-site decision support, enhance performance. The findings underline the importance of a cohesive work system (task division, quality control, communication), a consistent safety culture (K3), and straightforward, repetitive HR practices that facilitate tacit knowledge transfer into routines. Improvements suggested involve mapping core competencies, brief mentoring sessions, quality-focused standards, and evaluation systems to minimise service variation and promote sustainable performance in similar businesses. Overall, this research broadens the understanding of performance management in small enterprises and offers practical guidance for interventions.

This research aims to identify both the partial and simultaneous positive and significant effects of e-service quality, e-trust, and brand image on the customer loyalty of Byond by BSI users in Balikpapan City. The study adopts a quantitative correlational method. A total of 100 respondents were selected using a purposive sampling technique. Data were collected through online questionnaires distributed via a Google Form link. The analytical procedures utilized include correlational analysis, instrument tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing using IBM SPSS Statistics version 24. The results of the study indicate that, partially, e-service quality and e-trust variables each have a positive and significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Meanwhile, brand image variable has a positive but not significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Furthermore, when examined simultaneously, the three variables collectively show a positive and significant effect on customer loyalty of Byond by BSI applications users in Balikpapan City.

This study aims to analyze the influence of customer experience and perceived value on tourist satisfaction among users of the Sidoarjo City Tour Bus as a form of public tourism transportation service. The Sidoarjo City Tour Bus represents a regional government service innovation intended to support tourism development while improving urban tourism accessibility. This study employs a quantitative approach using a survey method involving tourists who used the Sidoarjo City Tour Bus. Data were collected through questionnaires distributed to 99 respondents and analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that customer experience does not have a significant effect on tourist satisfaction, suggesting that the experiences perceived by users are still subjective and not consistently felt by all service users. In contrast, perceived value has a positive and significant effect on tourist satisfaction, making it the most dominant variable in influencing satisfaction among Sidoarjo City Tour Bus users. These findings indicate that tourist satisfaction is more strongly determined by perceptions of benefits, service quality, and the suitability between sacrifices made and benefits received rather than by emotional experience alone. Therefore, this study recommends that the management of the Sidoarjo City Tour Bus and the local government enhance service value through improvements in facilities, information systems and registration processes, as well as optimization of comfort and schedule certainty. These efforts are important to increase tourist satisfaction and to support sustainable tourism development in Sidoarjo Regency.

Hajj savings are an important Islamic banking product designed to assist Muslims in preparing for hajj expenses in a systematic and Sharia-compliant manner. As a trust-based fund, hajj savings require proper accounting treatment to ensure transparency, accountability, and compliance with Sharia accounting standards. This study aims to analyze the implementation of trust fund accounting in the Hajj Savings Program at Bank Syariah Indonesia (BSI) KCP Tegal Slawi. This research employs a qualitative descriptive approach using observation, documentation, and interviews conducted during an internship period at the research location. The data were analyzed by comparing accounting practices applied by the bank with relevant Sharia accounting standards, particularly PSAK 105 and PSAK 101. The results indicate that the hajj savings at BSI KCP Tegal Slawi are managed under a mudharabah contract and are recognized as temporary syirkah funds rather than bank income. The processes of recognition, measurement, presentation, and disclosure have generally been implemented in accordance with Sharia accounting principles. However, limitations were found in the level of accounting understanding among operational staff. This study implies that strengthening Sharia accounting literacy among bank employees is essential to enhance accountability and maintain customer trust in managing hajj funds.  

This study aims to analyze the effect of e-commerce adoption on the sales performance of Micro, Small, and Medium Enterprises (MSMEs) in Indonesia. E- commerce adoption factors are measured through the dimensions of platform usage, technology integration, and digital marketing activities. Sales performance is assessed based on sales growth, market expansion, and increase in customer numbers. The research method uses a quantitative approach by distributing online questionnaires to 250 MSME owners in five major cities (Jakarta, Surabaya, Bandung, Medan, Makassar) who have used at least one e-commerce platform (such as Tokopedia, Shopee, Bukalapak, or a standalone website) for at least one year. Data were analyzed using multiple regression analysis techniques with the help of SPSS 25 software. The results show that e-commerce adoption has a significant positive effect on the sales performance of MSMEs. Specifically, technology integration (such as the use of inventory management and digital payment tools) and digital marketing activities (advertising and promotions on social media) are the most dominant factors. These findings provide practical implications for MSME owners and policymakers to further encourage digitalization by providing training and supporting infrastructure.

This study aims to examine the influence of marketing content on business performance with moderation in price strategy and CRM. This research design is quantitative research with primary data in the form of the calculation of assets, turnover, and capital owned by MSMEs in Purworejo Regency. The data collection technique uses library research and documentation techniques. The population in this study is MSMEs that are members of the Purworejo Regency MSME Forum in 2025, amounting to 1,819 business actors. The sampling technique used is the Slovin formula so that the sample for this study is 67 business actors. The results of the study show that marketing content and CRM have an impact on business performance, Price Strategy has no impact on business performance and both price strategy and CRM strengthen the relationship between marketing content and business performance. Future studies may explore the deeper dynamics of these variables in other regions or sectors to gain further insights into effective business management practices.