Publication Search

This study aims to analyze the effect of product quality on purchasing decisions on the Shopee application. With the increasing use of e-commerce platforms, understanding the factors that influence consumer satisfaction and decisions is very important. The method used in this study is a quantitative approach with a descriptive design. The study population consisted of Shopee users who had made purchases, with a sample of 300 respondents taken through a purposive sampling technique. Data were collected using a questionnaire consisting of questions about product quality, reviews, prices, and purchasing decisions. Data analysis was carried out using multiple regression to test the relationship between independent and dependent variables. The results showed that product quality had a positive and significant effect on purchasing decisions, with a T-statistics value of 6.154. In addition, the promotion variable also contributed significantly to purchasing decisions. These findings indicate that improving product quality can increase consumer purchasing interest and purchasing decisions on Shopee. This study suggests that Shopee focus on improving product quality and promotional strategies to attract more customers and increase user satisfaction.

According to current trends, there is a need for Islamic banks both in quantity and quality. Customers will think about and choose Islamic banks more often as quality improves. The quality of Islamic banks can be improved by looking at their performance and sustainability capabilities which are influenced by the quality of funding or investment. This sharia bank, which was founded by considering these two types of financing, uses sharia banking as its financing fund distribution product. These banks finance transactions with the aim of making money. based on the results of collaborative projects implemented based on musyarakah agreements and profit sharing principles. Musyarakah financing is a collaborative effort between capital owners to run a particular business in accordance with sharia principles, with both parties participating in the success of the business. parties according to predetermined ratios, and losses are allocated according to capital advice. In the financial industry, bank performance is one of the main indicators of health. One method for evaluating bank operations is to use metrics to measure profitability, which is usually called ROA or profit assets. ROA is a capability metric; a business makes money by using all its resources and skills. A bank will make more money and have a better asset utilization position if its return on assets (ROA) is higher. In other words, ROA can show how effectively managers allocate resources to generate profits.

Employee performance, particularly in the customer care department, is crucial as all aspects of hospital care related to patient experience. Effective and responsive interactions can enhance patient satisfaction, build trust, and create a supportive environment that aids the healing process. Additionally, customer care employees serve as a bridge between patients and medical staff, ensuring that patients' needs and inquiries are addressed with distinction. Therefore, it is essential for hospital management to maintain employee performance by providing work motivation, discipline, and appropriate compensation. This study aims to analyze the partial and simultaneous effects of work motivation, work discipline, and compensation on improving employee performance in the Customer Care Department of Bandung Adventist Hospital. This descriptive quantitative research was conducted with 30 customer care employees at Bandung Adventist Hospital in early September 2024. The findings indicate that work motivation and compensation do not significantly affect employee performance according to the data analysis, whereas work discipline has a significant impact on employee performance. However, when considered together, work motivation, work discipline, and compensation collectively have a significant effect, accounting for 44.1% of the variance. From this data, it can be concluded that maintaining work motivation, discipline, and compensation together can help sustain employee performance in the Customer Care Department of Bandung Adventist Hospital.

In the era of modern free trade, competition in the retail industry has become increasingly fierce, prompting Golden Swalayan, a shopping center in Kediri City, to continuously enhance its sales to remain competitive. This study aims to analyze the influence of sales promotion and shopping lifestyle on the Impulse Buying behavior of Golden Swalayan customers. Using a quantitative method, data was collected through questionnaires distributed directly to 100 customers using purposive sampling techniques. Data analysis was conducted using multiple regression and hypothesis testing. The results of the study show that, both partially and simultaneously, sales promotion and shopping lifestyle have a significant influence on Impulse Buying. Based on these findings, Golden Swalayan is advised to regularly increase cashback promotions and expand its product collections to align with customers' hobbies and needs, thereby boosting Impulse Buying.

Traditional food is known as market snacks because in the past these snacks were found in many traditional markets. In this modern era, some people consider that omelette rolls are an outdated traditional food or snack. The popularity of rolled omelets is increasingly eroded by modern snacks that are more contemporary and practical. This causes a lack of public interest in omelette rolls, especially the younger generation. This condition is feared to cause the rolled omelette, which is a traditional Indonesian culinary richness, to be forgotten in the future. Therefore, a diversification process must be carried out so that the rolled omelet remains in the market. The process of diversifying omelette rolls as a traditional food into a modern product, namely "Mini Crepe Roll" is a strategic step to maintain its existence and popularity in the midst of a more contemporary and practical onslaught of modern snacks. This Mini Crepe Roll product is an introductory food or dessert that is suitable to eat for Indonesian snack fans. Besides that, this food does not use harmful preservatives and is safe to consume. To attract customer interest, Mini Crepe Roll food products are packaged and served attractively, practically, and ready to eat. In this activity, not only focus on the mini crepe roll production process, but also on business and marketing aspects This is so that mini crepe roll products can be well received by consumers and have competitiveness in the market.

Field Work Practice (PKL) or also known as Innovation Development (PI) is a service activity of STIE Madani Balikpapan students to the community, especially to Micro, Small and Medium Enterprises (MSMEs). The MSME target for the Innovation Development Program in this group is AA Bakery and Cake which is located in RT 01 Mekarsari sub-district, Central Balikpapan District. The aim of this PI activity is to assist in creating innovation in terms of improving business branding in order to increase brand awareness among customers as well as assisting in creating digital financial reports.

This study aims to examine the effect of Islamic accounting service quality on customer trust in the context of Islamic banking. This literature study identifies key factors in enhancing customer trust, including transparency of financial statements, compliance with sharia principles, and overall service quality. Using the literature research method, it was found that consistent and shariah-compliant implementation of Islamic accounting plays an important role in enhancing customer trust. Service quality that includes accuracy, transparency, and sharia compliance has a significant impact on customer trust, which in turn affects customer loyalty and the growth of Islamic banks. This research provides insights for Islamic bank management to improve service quality to build customer trust.

Purchase Decision is a decision to buy a product or brand you like, but two factors can arise between purchase intention and purchase decision. This research aims to determine the influence of online customer reviews, influencer endorsements and price perceptions on purchasing decisions. The type of research used in this research is quantitative research. In determining the research sample, the Slovin formula was used, where the number of samples obtained was 100 samples. Data was collected using a questionnaire that had been tested for validity and reliability and processed using SPPSS 26. Based on the partial test, the Online Customer Review variable had a positive and significant effect on the decision to purchase Eiger products in the Indonesian North Sumatra Climber Community. A value of t-count of 8.139 > 1.66 t-table was obtained, then the Endorsement Influencer variable had a positive and significant influence on Purchasing Decisions, a value of t-count of 2.169 > 1.66 t-table was obtained, and the Price Perception variable had a positive and significant influence on Purchase Decisions with a t-count value of 3.885 > 1.66 t-table . Simultaneous test results show that the online customer review (X1), influencer endorsement (X2) and price perception variables (X3) together have a positive and significant effect on the decision to purchase Eiger products in the Indonesian North Sumatra climbing community.

Facial Emotion Recognition (FER) is a key technology for identifying emotions based on facial expressions, with applications in human-computer interaction, mental health monitoring, and customer analysis. This study presents the development of a real-time emotion recognition system using Convolutional Neural Networks (CNNs) and OpenCV, addressing challenges such as varying lighting and facial occlusions. The system, trained on the FER2013 dataset, achieved 85% accuracy in emotion classification, demonstrating high performance in detecting happiness, sadness, and surprise. The results highlight the system's effectiveness in real-time applications, offering potential for use in mental health and customer behavior analysis.

In the digital era, marketing through Instagram has become one of the main strategies to increase brand awareness and customer engagement. Seblak Mamam Foodies has utilized this platform since 2020 with various strategies such as using business accounts, optimizing profiles, and creating engaging content. Features like Instagram Stories, Instagram Live, and Instagram Ads allow direct interaction with customers, strengthening product branding, and increasing competitiveness. Social media not only serves as a communication tool but also as an effective source of information and promotion. This study emphasizes the importance of digital marketing through social media, especially Instagram, in supporting the growth of small and medium-sized enterprises (SMEs) like Seblak Mamam Foodies, by providing insights into successful marketing techniques and their impact on the popularity of the offered products.

This study examines the opportunities and challenges of implementing Customer Relationship Management (CRM) in Class C private hospitals in Bogor, Indonesia. Using a mixed-methods approach, the research combines qualitative and quantitative analyses, including SWOT and Quantitative Strategic Planning Matrix (QSPM) methods, to identify the most effective CRM model. Findings reveal the hospital's internal strengths, weaknesses, external opportunities, and threats, offering strategies to improve patient engagement and operational efficiency. The results emphasize the critical role of digital transformation, staff training, and strategic adaptation to meet the needs of non-BPJS patients in a rapidly evolving healthcare landscape. The research contributes significantly to the development of CRM models tailored to healthcare institutions in emerging market..

The purpose of the research is to find out FoMO in analyzing customer satisfaction. SLR method in writing this article, literature review plays an important role in formulating research ideas, understanding previous findings related to the topic raised, and identifying gaps in existing knowledge. A systematic literature review (SLR) was conducted in two well-known databases, ScienceDirect and Scopus. After applying inclusion and exclusion criteria, 1,098 out of 3,977 articles were deemed relevant. Thereafter, these papers were carefully examined to produce an in-depth analysis of the subject. Ultimately, 13 papers were selected for in-depth examination in this study. Based on data from SLR the articles were written between 2021 and 2024. The research methodology used in this paper includes descriptive analysis and bibliographic analysis. The results of writing the article found that Fear of Missing Out (FoMO), which capitalizes on the feeling of fear of missing an opportunity, is proven to increase consumer confidence to make a purchase immediately.  Effective marketing strategies in leveraging Fear of Missing Out (FoMO) often involve elements of time constraints and product popularity that can trigger impulsive behavior in consumers. Social media marketing also plays an important role by creating interactions that attract consumers through trending content. The findings in this study enable brands to strengthen emotional connections with consumers, expand reach, and drive engagement in purchase decisions.

In the current era, customers are more critical and intelligent in determining which bank to use so banks need to understand customer needs and preferences more deeply. Optimal service quality is one of the keys to retaining and attracting customers. The purpose of this study is to analyze service quality and its impact on BCA customer satisfaction, which is then expected to provide more insight into this matter. The research method used is qualitative with literature study data collection. The results of this study indicate that BCA's service quality is very good, but still needs to be improved, especially regarding digital services. Then, service quality can have an impact on customer satisfaction.

The purpose of this study is to conduct a literature review of previous research on Total Quality Management (TQM) from 2020-2024. This research uses SLR which presents quantitative data on TQM issues and organizational performance. There are several measurements used, namely journals, variables, and theories and fields of research approaches. The results showed 31 articles from accredited national journals and national journals. The topic of college performance is influenced by variables of information technology, quality assurance, financial perspective, growth learning perspective, customer perspective, internal perspective, the theory used is TQM theory. The field of management accounting in universities and private universities has researched a lot about TQM. Only a few non-profit organizations use TQM. Based on TQM measurements that are widely used are financial and customer perspectives. Although the college has successfully implemented TQM, the main challenge faced is the alignment of key performance indicators and the college's long-term goals. This research provides insights, benefits, and barriers in implementing and recommending TQM to improve organizational performance.

This research aims to test how the influence of brand identity, price, and Product Quality on Brand Choice for Skeptics items. Essential information was utilized in this consider, collected through convenience inspecting over a ten-day period utilizing Google Shapes from 100 shoppers of Skeptics items on Tokopedia. Information investigation strategies included the external demonstrate, internal demonstrate, and speculation testing. The oddity of this investigate lies within the utilize of the SEM Keen PLS 4.0 application, as restricted to past considers which utilized SPSS. Hypothesis testing comes about show that brand identity contrarily influences the Buy Choice for Skeptics products, Product Quality emphatically impacts the Buy Decision, and Price too incorporates a positive affect on the Buy Choice. The consider recommends that proprietors ought to alter their branding techniques to upgrade brand acknowledgment, develop a more positive notoriety, and cultivate passionate engagement with customers to more successfully impact buy choices in a competitive advertise. The dominant variable for purchasing decision about skeptical produk is product quality,which is 0.154.

Settlement of banking disputes through BPSK in the protection of banking customers is a legal defect because it is the authority of the Alternative Dispute Resolution Institution for the Financial Services Sector, BPSK is more appropriate for consumer disputes within the scope of industry and trade. The formulation of the problem in this thesis is how is the legal regulation of consumer protection for banking institutions, how is the settlement of banking disputes through alternative institutions in customer protection, and how are the judges' legal considerations in the Supreme Court Decision of the Republic of Indonesia Number 253 K/Pdt.Sus-BPSK/2017. The research method used is descriptive analysis that leads to normative juridical legal research, namely research conducted by referring to legal norms, namely researching library materials or secondary materials. Secondary data by processing data from primary legal materials, secondary legal materials and tertiary legal materials. The results of the study indicate that legal regulation of consumer protection for banking institutions is regulated in Law Number 21 of 2011 and Financial Services Authority Regulation (POJK) Number 1/POJK.07/2013 in conjunction with Number 1/POJK.07/2014. Settlement of banking disputes through alternative institutions in customer protection is settlement by Arbitration between bank customers and the banking sector is the authority of the Alternative Dispute Settlement Institution for the Financial Services Sector. The judge's legal considerations after carefully examining the memorandum of cassation dated December 7, 2016 and the counter memorandum of cassation dated December 28, 2016 are related to Judex Facti's considerations, in this case The Kisaran District Court is not wrong in applying the law because the a quo case is a breach of contract that originates from a credit agreement.

This research aims to analyze the influence of the marketing mix and service quality This study aims to analyze the influence of the marketing mix and service quality on customer satisfaction and its impact on customer loyalty at PT Delta Primalab Scientific. The marketing mix, which includes product, price, place, and promotion, is considered a crucial element in influencing customer satisfaction. In addition, service quality, which encompasses responsiveness, reliability, and empathy, also plays a significant role in building customer satisfaction and loyalty. This research employs a quantitative method using a survey technique (questionnaire) involving a sample of customers from PT Delta Primalab Scientific. The population of this study consists of 61 customers of PT Delta Primalab Scientific. The sampling technique used is the Slovin method, with a sample size of 53 respondents. Data analysis was conducted using SEM-PLS to determine the direct influence between the variables studied. The research results show that the marketing mix significantly influences customer loyalty (β₁ = 0.352, t = 3.747, p = 0.000). Service quality significantly affects customer loyalty (β₂ = 0.319, t = 2.478, p = 0.014). Customer satisfaction significantly impacts customer loyalty (β₃ = 0.320, t = 2.690, p = 0.007). The marketing mix significantly influences customer satisfaction (β₄ = 0.453, t = 3.799, p = 0.000), and service quality significantly influences customer satisfaction (β₅ = 0.445, t = 3.830, p = 0.000).

The digitalization of the banking sector, driven by the Fourth Industrial Revolution, has significantly impacted the ease of financial transactions through digital banking services. However, this progress also creates vulnerabilities to cybercrimes, particularly phishing, which aims to steal customers' personal data via fake websites or messages. This article examines relevant legal frameworks, including Law No. 19 of 2016 on Electronic Information and Transactions (EIT Law), the Indonesian Criminal Code (KUHP), and regulations issued by the Financial Services Authority (OJK), such as POJK No. 12/POJK.03/2018 on Digital Banking Services. Employing a normative qualitative approach, the study explores the legal protection available to customers as phishing victims and the responsibilities of banks in preventing and addressing such threats. This article recommends strengthening banks' technological security systems, enhancing customers' digital literacy, and enforcing laws more effectively to establish secure and reliable digital banking services.  

This study aims to determine the considerations used by management in fraud response to cases that have harmed cooperatives and customers, and to determine the loss recovery system taken by management. The subjects and organizations studied are the management of a microfinance institution (ABC Cooperative) in Central Java. The objectives of this study will be achieved by using a qualitative research design, with a case study approach. Case studies are chosen because the unit of analysis is one organization. Analytical research is used to explore how and why a phenomenon occurs. The results of this study explain that the response taken by the cooperative to cases of fraud committed by its employees is termination of employment with several agreements, without involving the legal process. This step is taken to maintain the good name of the Cooperative in the eyes of the public and minimize the expenditure of larger funds. In practice, this study proves and strengthens the theory that most fraud committed by employees is undetected and is often resolved secretly to protect the victim's good name, this estimate is likely to underestimate the actual losses to business and society. This study can also provide practical implications for other cooperative institutions as a reference in making decisions related to similar cases.

This study aims to analyze the influence of Marketing Strategy and Service Effectiveness on Customer Satisfaction at Lotte Grosir Medan. A quantitative approach was used, with data collected through a survey distributed to 100 consumers who participated as respondents. The variables examined include Marketing Strategy (X1), Service Effectiveness (X2), and Customer Satisfaction (Y), measured using a 5-point Likert scale and analyzed with the Statistical Package for the Social Sciences 29 (SPSS 29). The results indicate that the Marketing Strategy is rated as satisfactory with an average score of 3.88, while Service Effectiveness also falls within the satisfactory category with an average score of 3.97. Overall, Customer Satisfaction reached an average score of 3.93, which is also categorized as satisfactory. Regression analysis proves that Marketing Strategy has a positive and significant effect on customer satisfaction, with a positive value of 0.575, t-count of 12.207 > t-table 1.988, and significance of 0.001 < 0.05. Service Effectiveness also positively and significantly influences Customer Satisfaction, with a positive value of 0.365, t-count of 8.020 > t-table 1.988, and significance of 0.001 < 0.05. Together, the variables Marketing Strategy and Service Effectiveness have a positive and significant effect on Customer Satisfaction, with an F-count of 1406.788 > F-table 3.09 and a significance of 0.001 < 0.05. The better the marketing strategy and services implemented by Lotte Grosir Medan, the higher the level of customer satisfaction achieved.