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This study aims to analyze the influence of work discipline, job satisfaction, and motivation on the performance of billman employees at PT. PLN Electricity Services ULP Kediri City. Employee performance plays a strategic role in ensuring the company’s service quality and operational sustainability, particularly in the field of billing services which directly impacts customer satisfaction and company revenue. The research employs a quantitative approach with a multiple linear regression method to assess both partial and simultaneous effects of the independent variables. The population of this study consisted of all 33 billman employees of PT. PLN Electricity Services ULP Kediri City, and due to the small size, a saturated sampling technique was used so that the entire population served as respondents. Primary data were collected through questionnaires distributed to all employees and then analyzed statistically. The findings indicate that, partially, work discipline has a negative and insignificant effect on employee performance, suggesting that discipline alone does not guarantee productivity improvement. On the other hand, job satisfaction and motivation both have a positive and significant effect on employee performance, showing that intrinsic and psychological factors contribute more strongly to optimal work outcomes. Furthermore, when tested simultaneously, work discipline, job satisfaction, and motivation collectively exert a positive and significant influence on employee performance. The coefficient of determination (R²) of 0.786 indicates that 78.6% of variations in performance can be explained by the three variables, while the remaining 21.4% is influenced by other factors outside this research model. These findings emphasize the importance of fostering job satisfaction and motivation through supportive management policies to enhance employee contributions and organizational effectiveness.

Customer loyalty plays a crucial role in influencing sales performance and ensuring the sustainability of a fast-food restaurant. Therefore, strategies to foster customer loyalty must be implemented through continuous product innovation and enhanced customer satisfaction. This study aims to analyze the effect of product innovation and customer satisfaction on customer loyalty, with a specific focus on the iced cendol menu at Yoshinoya AEON Jakarta Garden City. The research employed a descriptive quantitative approach with a sample of 100 respondents selected using a specific sampling technique. Data were collected through observation, questionnaires, and documentation, and subsequently analyzed using the t-test for partial testing and the F-test for simultaneous testing. The results of the study indicate that product innovation has a significant partial effect on customer loyalty, as evidenced by a probability value of 0.000 < 0.05 and a t-count value of 5.287, which is greater than the t-table value of 1.98472. Furthermore, customer satisfaction also shows a significant partial effect on customer loyalty, supported by a probability value of 0.000 < 0.05 and a t-count value of 4.213, exceeding the t-table value of 1.98472. Simultaneous testing further reveals that product innovation and customer satisfaction together have a significant influence on customer loyalty, as shown by a probability value of 0.000 < 0.05 and an F-count value of 57.609, which is greater than the F-table value of 3.090. Thus, this research emphasizes that relevant product innovations combined with improved customer satisfaction play a vital role in strengthening customer loyalty, ultimately enhancing the competitiveness of fast-food restaurants amid an increasingly intense culinary industry.

The quality of service towards customer satisfaction in the automotive industry of Toyota car transportation in Indonesia is growing rapidly from year to year, especially in big cities in Indonesia this car is very much needed. The market conditions that are becoming wider and market opportunities are everywhere, this results in increasingly open and tight competition competing to be able to meet the needs and demands required by customers, customer satisfaction is a level where the estimated product performance is in accordance with the buyer's expectations and one of the ways of PT Astra International Tbk - TSO Auto2000 Salemba Branch to maintain the quality of service to customers. Customer Satisfaction Index (CSI) is a method for measuring customer satisfaction based on attributes to be measured such as compliance, responsiveness, assurance, and empathy. The purpose of the study is to improve the performance of service, facilities and customer handling of PT Astra International Tbk - TSO Auto2000 Salemba Branch. The overall level of customer satisfaction is in the good category with a CSI value of around 97%, indicating that customers are satisfied with the services provided by PT Astra International Tbk - TSO Auto2000 Salemba Branch. The factors that most influence customer satisfaction are the quality of staff service, including intimidation and speed of service.

This study aims to analyze the influence of Multidimensional Service Quality, Perceived Value, and Customer Relationship Management (CRM) on Customer Satisfaction, with Customer Engagement as a mediating variable at Awal Care Veterinary Clinic in East Jakarta. The research background is driven by a significant decline in patient numbers in 2023 and intense competition in the veterinary healthcare sector. This study employs a quantitative correlational approach using purposive sampling, involving 310 respondents who are clients of the clinic. Data were collected through a questionnaire with a 6-point Likert scale, and analyzed using the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. The results indicate that all independent variables service quality, perceived value, and CRM—have a positive and significant influence on both customer engagement and customer satisfaction. Customer engagement is also found to have a significant impact on customer satisfaction. Furthermore, all indirect relationships through the mediation of customer engagement are significant, indicating that customer engagement serves as an important partial mediator. The R² value of 0.646 demonstrates that the model has strong predictive power for customer satisfaction. These findings highlight the importance of strengthening experience-based strategies and fostering emotional and cognitive connections with customers. This study contributes theoretically to the field of service marketing and provides practical implications for veterinary clinic management in enhancing customer satisfaction and loyalty.

This research employs a qualitative approach to investigate how corporate brand image shapes the quality of maritime services, using a comprehensive stakeholder perspective within the Indonesian shipping industry. The study adopts PT. Multi Jaya Samudra’s TB. Maiden Central operations as its focal case, gathering insights from maritime professionals, academic experts, and industry practitioners to better understand the interconnection between brand perception and service delivery. Data were collected through semi-structured interviews with 65 participants, followed by a thematic analysis to identify emerging patterns. The results highlight that corporate brand image plays a substantial role in influencing how service quality is perceived, with a positive correlation of 79.8% found between brand strength and customer satisfaction. Key themes emerging from the analysis include the enhancement of professional trust, the incorporation of educational elements into industry practices, and the promotion of operational excellence. A robust and reputable brand is shown to provide shipping companies with a distinct competitive edge, while also aligning with broader objectives such as sustainable maritime growth and the adoption of digital innovation. Beyond practical business value, the research enriches the field of maritime business management by presenting a stakeholder-driven framework for brand development, offering opportunities for the integration of industry-relevant curricula in maritime vocational education, and promoting sustainable transportation practices. These findings yield actionable implications for Indonesian shipping enterprises that aim to strengthen brand positioning, improve service performance, and remain competitive in an increasingly dynamic and environmentally conscious maritime sector.

This study aims to analyze the effect of Service Quality, Price Perception, and Facilities on Customer Satisfaction at Barbershop Alsasumo Batam. The method used in this study is quantitative, with primary and secondary data collected through questionnaires. A sample of 243 respondents was determined using Slovin's formula and simple random sampling technique. Data analysis was performed using SPSS 27 software. Based on regression analysis, the following regression equation was obtained: Y = 0.172 + 0.401X1 + 0.367X2 + 0.284X3 + e. The results of the study indicate that Service Quality (X1), Price Perception (X2), and Facilities (X3) have a positive and significant impact on Customer Satisfaction (Y). The t-values for each variable are 8.504 for Service Quality, 8.725 for Price Perception, and 6.939 for Facilities, with a t-table value of 1.969. Simultaneously, all three independent variables significantly influence Customer Satisfaction with an F-value of 136.457, which is higher than the F-table value of 2.65. The coefficient of determination (R²) of 0.631 indicates that 63.1% of the variation in Customer Satisfaction is explained by these three variables, while the remaining 36.9% is influenced by other factors not covered in this study. These findings emphasize that Service Quality, Price Perception, and Facilities significantly affect Customer Satisfaction at Barbershop Alsasumo Batam.

Capacity-building training for housekeeping staff in hotels and restaurants is a crucial aspect of maintaining service quality and enhancing customer satisfaction. Competent housekeeping personnel not only ensure physical cleanliness but also directly impact the reputation, image, and competitiveness of businesses in the hospitality and restaurant sectors. This community service program aims to develop the capacity of housekeeping staff through focused training on mastering cleaning techniques, effective waste management, and the proper and safe use of cleaning tools and materials. The training methodology is conducted directly using a participatory approach, allowing participants to actively engage in practical simulations, discussions, and case studies related to cleaning procedures, operational standards, and waste handling. Evaluation is conducted using pre-test and post-test assessments to measure improvements in participants’ knowledge, skills, and understanding of good cleaning practices. Results demonstrate significant improvements in mastering cleaning techniques, understanding waste management, and the ability to use cleaning tools and materials correctly. Additionally, participants reported increased awareness of the importance of consistently maintaining cleanliness standards, which is expected to be applied in daily workplace activities. The contribution of this community service provides tangible benefits in enhancing human resource quality in the hotel and restaurant sectors while supporting the achievement of professional, hygienic, and environmentally friendly service standards. This training is expected to serve as a sustainable model for the continuous development of housekeeping staff competencies in the broader hospitality and tourism industry.

This study proposes the integration of a Hybrid Recommendation method (combining Content-Based and Collaborative Filtering) with Random Forest Regression (RFR) to improve the accuracy of stay duration prediction in web-based boarding house booking systems. The main issue in online boarding booking systems is the inaccuracy of predicting user stay duration, affecting room allocation efficiency and customer satisfaction. The dataset was sourced from the hotel sector due to its attribute similarities and data validity. The research process includes data preprocessing (missing value imputation, normalization, and one-hot encoding), temporal and contextual feature engineering, hybrid recommendation system construction with CBF and CF score weighting, and RFR model training optimized through Grid Search and 10-fold cross-validation. Evaluation was conducted using MAE, RMSE, R² metrics, as well as recommendation metrics such as Precision@5, Recall@5, and Mean Reciprocal Rank (MRR). Results show that this integrated model achieved an R² of 0.7239 and an MAE of 1.0537 days, as well as a Precision@5 of 0.9636. This integration proves effective in improving prediction accuracy and recommendation relevance and contributes to the development of AI-based intelligent systems in the accommodation domain.

UMKM Tahu XYZ, a small-scale tofu producer, is currently facing significant challenges in maintaining consistent product quality, primarily due to a high defect rate. Common issues identified include crumbled tofu shapes, overly soft textures, and inconsistent taste, which negatively impact customer satisfaction and business sustainability. This study aims to investigate the root causes of these quality issues and propose practical solutions using the Lean Six Sigma methodology. The research employs a descriptive quantitative approach through the DMAIC framework—Define, Measure, Analyze, Improve, and Control—to ensure systematic problem-solving. Data were collected over a six-month period through direct observation, structured interviews, and review of production records. The analysis identified four dominant types of waste within the production process: unnecessary transportation, product defects, excessive movement, and over-processing. The root causes of these inefficiencies are linked to poor handling of raw materials, variability in soybean quality, and an ineffective production layout that hampers workflow and consistency. To address these problems, the study proposes several targeted interventions, including the redesign of the production layout to optimize flow, the implementation of the 5S (Sort, Set in order, Shine, Standardize, Sustain) workplace organization method, the development of standardized operating procedures (SOPs), and the adoption of improved soybean boiling technology. The implementation of these improvements is projected to significantly reduce product defects, enhance process efficiency, and ultimately increase customer satisfaction. Furthermore, these actions are expected to improve the overall competitiveness of UMKM Tahu XYZ within the highly demanding food industry sector. This research provides actionable insights for other micro, small, and medium enterprises (MSMEs) seeking to apply structured quality control methods to strengthen operational performance and long-term business resilience.

The purpose of this study is to describe the quality of service and menu variations on customer satisfaction in relation to visits and to know the influence of these three variables. This study used quantitative and causal approaches. This study used purposive sampling techniques of non-probability sampling type for sampling. This research instrument uses Google forms arranged based on Likert scales, first tested for validity and reliability. This data was analyzed using SPSS version 26.00. The survey results show that service quality is included in the fairly good category with the appropriate achievement level of 56.2%, menu variations with the appropriate achievement level of 59.8% are included in the fairly good category, and customer satisfaction. the level of achievement of respondents. 54% were in the appropriate category. The effect of service quality (X1) and menu selection (X2) on customer satisfaction (Y) was 28.2%, while the remaining 71.8% was influenced by other factors.

The operational department at PT. Baruna Mitra Segara Lines Bandar Lampung plays a crucial role in ensuring the timely departure of ships. This study examines how the department monitors ship departures to ensure they occur on time and follow established procedures. The research uses a qualitative case study approach, collecting data through observation and documentation. The findings show that active involvement from the operational department helps reduce technical and administrative issues that may delay departures. Improving human resources and operational systems is essential to guarantee smooth operations. The operational department is responsible for coordinating between departments, checking ship readiness, and monitoring schedules. The department's effectiveness significantly reduces delays and enhances customer satisfaction. The study also highlights that the accuracy of operational work impacts the efficiency, safety, and reliability of the shipping process. Strengthening the monitoring system and improving human resource quality are critical to optimizing the department’s role. However, challenges such as limited resources and outdated information systems need to be addressed to improve performance. This research aims to provide insights for PT. Baruna Mitra Segara Lines management to enhance the operational process of ship departures.

The development of Islamic banking plays a crucial role in driving economic growth through the principles of fair finance. However, the performance of Islamic banks still faces challenges in maintaining stable profitability. Two key factors often cited as determinants of performance are risk management and customer satisfaction. On the one hand, effective risk management is necessary to control problem financing, while on the other hand, customer satisfaction fosters loyalty and funding stability. However, the existing literature tends to examine these two aspects separately, thus lacking a complete picture of their integrative relationship with profitability. This study, a systematic literature review (SLR), aims to analyze the relationship between risk management, customer satisfaction, and profitability of Islamic banks, as well as their implications for economic growth. The review process adopted the PRISMA 2020 protocol, encompassing academic publications from 2015–2025 from various databases. Article selection was conducted using strict inclusion and exclusion criteria, ensuring that only relevant studies were further analyzed. The study's findings demonstrate two key pillars supporting Islamic banking performance: effective risk management—particularly in controlling problem financing—and a high level of customer satisfaction, which supports loyalty and the stability of third-party funds. However, the findings also indicate a methodological gap. The literature rarely develops models that examine the simultaneous influence of risk management and customer satisfaction on profitability. Furthermore, the limitations of qualitative research and the weaknesses of customer satisfaction measurement instruments hinder a more comprehensive understanding. In conclusion, this study emphasizes the importance of developing a more integrative theory of Islamic banking performance. Future managerial strategies should emphasize the harmonization of risk management and service orientation, so that Islamic banks not only maintain profitability but also contribute more significantly to economic growth.

Currently, the use of data mining technology has become essential in enhancing business management efficiency, including in the trending coffee shop industry. Data mining allows business owners to analyze sales information in depth, enabling more accurate decision-making regarding inventory management, promotions, and sales strategies. This study aims to implement the Apriori algorithm to analyze sales data at Menrabic Coffee Shop. The Apriori algorithm is used to discover association patterns or relationships between products frequently purchased together by customers, which can assist management in providing inventory that aligns with customer preferences. The research method illustrates the detailed implementation process of the Apriori algorithm, starting from sales data collection, data cleaning, programming, and analysis of the results. The implementation uses web programming languages such as HTML, CSS, MySQL, and JavaScript, while back-end logic is programmed with PHP. The results of applying this algorithm reveal the most popular sales patterns among customers, providing valuable insights for management to improve operational performance and customer satisfaction. Therefore, this study demonstrates that applying data mining with the Apriori algorithm can be an effective tool for understanding consumer behavior and supporting data-driven decision-making at Menrabic Coffee Shop. By utilizing these insights, management can optimize inventory, enhance sales strategies, and ultimately increase overall business efficiency.

This research aims to analyze GoPay user sentiments on the X social media platform (formerly known as Twitter) using the Naive Bayes Classifier algorithm. Sentiment analysis was conducted to understand user perceptions and satisfaction levels towards GoPay digital payment services based on their shared comments and reviews. Data was collected through a tweet crawling process containing the keyword "GoPay" within a specific period. The research stages included data preprocessing (case folding, tokenizing, filtering, and stemming), sentiment labeling (positive, negative), word weighting using TF-IDF, and classification using the Naive Bayes algorithm. The results showed that from a total of 1,431 analyzed tweets, 797 data contained positive sentiments, and 643 data contained negative sentiments. With a classification accuracy rate reaching 82.94%. The most frequently positively commented factors included ease of use and offered promotions, while the main complaints were related to technical issues and customer service. This research provides insights for GoPay developers to improve services according to user feedback.  

This research aims to formulate a business development strategy for AK Laundry, a micro, small, and medium enterprise (MSME) located in Palembang that operates in the laundry service industry. As competition in this sector continues to intensify, MSMEs are required to adapt quickly through effective strategic planning. The study employed a descriptive qualitative approach, with data collected through interviews, direct observations, documentation, and questionnaires, ensuring a holistic understanding of both internal and external conditions. The analysis was carried out using the SWOT framework, which identifies internal strengths and weaknesses, as well as external opportunities and threats. The findings reveal that AK Laundry possesses several strengths, including good relationships with its loyal customer base, competitive pricing that appeals to a wide range of market segments, and a strategic location that facilitates accessibility. However, weaknesses were also identified, such as limited promotional efforts, particularly in digital channels, and occasional delays in completing customer orders, which may affect satisfaction and trust. From an external perspective, AK Laundry has opportunities to expand its services, particularly through the growing demand for pickup and delivery facilities, as well as changes in consumer lifestyles that increasingly prioritize practicality and efficiency. Nevertheless, the enterprise must also address potential threats, such as intense competition in pricing strategies among similar businesses and the risk of item loss, which could undermine its reputation. Based on the SWOT matrix, AK Laundry is positioned in Quadrant I, indicating that it holds considerable potential for aggressive growth. Therefore, the recommended strategies include strengthening digital marketing initiatives, introducing innovative services to differentiate from competitors, enhancing employee competencies through training programs, and upgrading equipment to improve service quality and speed. These strategies are expected to help AK Laundry leverage its strengths and opportunities effectively, ensuring sustainable development and competitiveness in the MSME laundry service sector.

Ensuring the delivery of high-quality public services within educational institutions is a critical factor for sustaining student satisfaction, institutional reputation, and overall organizational credibility. Service quality in higher education is often multidimensional and subjective, making its evaluation a challenging process. To address this complexity, the present study integrates the traditional Servqual model with fuzzy logic in order to handle the uncertainty and vagueness associated with human perceptions. The Servqual framework emphasizes five core dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy, which together provide a comprehensive understanding of institutional service performance. The research was conducted at ITESA Muhammadiyah Semarang, where data collection was carried out through structured questionnaires designed to measure both student expectations and actual perceptions regarding institutional services. In order to capture the imprecise nature of these responses, three types of fuzzy numbers—triangular, trapezoidal, and shoulder fuzzy numbers—were applied to convert the linguistic assessments into measurable values. Subsequently, fuzzy gap analysis was performed to evaluate the discrepancy between expectations and perceptions across the five Servqual dimensions. The results of this analysis highlight that the integration of fuzzy logic into the Servqual model provides a more nuanced and flexible framework for assessing service quality compared to the conventional approach. It reduces the ambiguity in interpreting survey responses, thereby yielding more reliable insights into areas where service performance falls short of expectations. Furthermore, the study demonstrates that each dimension contributes differently to overall satisfaction, with responsiveness and assurance emerging as critical aspects requiring attention. In conclusion, the fuzzy-based Servqual model offers a robust methodological advancement in evaluating service quality within educational settings. The findings not only inform institutional leaders about current performance gaps but also provide actionable insights for continuous quality enhancement, policy formulation, and strategic decision-making to strengthen institutional competitiveness and credibility.

This study employed a quantitative survey approach to know the effect of service quality and corporate culture on customer satisfaction at PT Bank SulutGo, Surabaya branch. The sample consisted of 94 customers selected through purposive sampling. Data were collected via structured questionnaires and analyzed using multiple linear regression. The multiple regression analysis results showed a coefficient of determination (R²) of 0,530, indicating that the two independent variables together explained 53% of the variable in customer satisfaction. The F-test yielded a value of 53,378 with a p-value of 0,000 (p < 0,05), indicating that the regression model was jointly significant and that service quality and corporate culture together influence customer satisfaction. Partial t-tests showed that the Service Quality variable (X1) significantly affected customer satisfaction with a t-value of 2,227 and a p-value of 0,028 (p < 0.05). Similarly, the Corporate Culture variable (X2) also significantly affected customer satisfaction with a t-value of 4,032 and a p-value of 0.000 (p < 0.05). These findings indicate that higher customer perceptions of service quality and corporate culture lead to higher satisfaction levels. Partial t-tests further revealed that both independent variables significantly affected customer satisfaction. The Service Quality variable (X1) had a significant effect on customer satisfaction, with a t-value of 2.227 and a p-value of 0.028 (p < 0.05). Similarly, the Corporate Culture variable (X2) also had a significant impact, with a t-value of 4.032 and a p-value of 0.000 (p < 0.05). These findings highlight the importance of both service quality and corporate culture in shaping customer satisfaction. The results suggest that improving service quality and fostering a positive corporate culture can significantly enhance customer satisfaction, which is critical in maintaining customer loyalty and competitive advantage in the banking sector.

Sangatta Central Market, one of the largest trading centers in North Sangatta, accommodates more than 750 traders and operates daily until midday, reflecting the high intensity of economic transactions in the region. Within this trading environment, Islamic business ethics play a pivotal role, particularly for Muslim traders, as they not only regulate commercial practices but also shape customer comfort and satisfaction. However, observations indicate that not all traders consistently practice ethical behaviors in line with Islamic values—for example, some neglect to maintain a friendly attitude such as smiling during interactions with buyers. This condition potentially reduces the quality of service and impacts consumer willingness to return. In response, this study seeks to analyze the influence of Islamic business ethics on consumer purchasing interest at the North Sangatta Central Market. The research adopts a quantitative approach by distributing structured questionnaires to a sample of 96 Muslim customers, complemented by direct observation and systematic data recording. The collected data were analyzed using simple linear regression to determine the extent to which the implementation of Islamic business ethics contributes to consumers’ willingness to shop. The results reveal a regression equation of Y' = 9.764 + 0.304X with a correlation coefficient (R) of 0.299. The coefficient of determination (R²) of 29.9% indicates that Islamic business ethics significantly and positively influence consumer purchasing interest. In other words, nearly one-third of the variance in customer purchasing interest can be explained by the level of ethical business practice applied by traders. This finding implies that the more traders integrate Islamic values—such as honesty, fairness, and friendly interaction—into their daily business practices, the more likely consumers are to engage in transactions and maintain loyalty to the market.

The increase in customer complaints in e-commerce services requires an effective excellent service strategy to maintain customer trust and loyalty. This study aims to analyze the complaint handling strategy at PT. XYZ. This study uses a descriptive qualitative method with in-depth interview techniques on four respondents who have different roles in customer service management. The results show that the most common complaints include product discrepancies, delivery delays, and slow refund processes. The main challenges include limitations in digital systems, interdepartmental coordination, and limited human resources. This study suggests optimizing customer service technology, strengthening internal coordination, and enhancing human resources to support 24/7 service and reinforce the company's image. Product discrepancies often arise from miscommunication between the sales and warehouse departments, leading to customers receiving products that do not match their expectations or the descriptions provided. Delivery delays are a common frustration, particularly during high-demand periods, affecting customer satisfaction and leading to negative reviews. Additionally, slow refund processes create frustration for customers, especially when dealing with returns or faulty products. These delays hinder the company's ability to provide excellent service and detract from the customer experience. One of the primary challenges identified in the study is the limitation in the digital systems used for customer service management. PT XYZ’s current system is not fully optimized to handle high volumes of complaints, leading to delays in responses and resolutions. Interdepartmental coordination is also a significant issue, as different departments such as logistics, sales, and customer service often operate in silos, making it difficult to resolve customer issues promptly.

The manual credit application process often takes a long time and is prone to various problems, such as recording errors, data redundancy, and the risk of losing important documents. These conditions not only hamper service effectiveness but can also reduce customer satisfaction and the performance of the officers involved. Therefore, this study aims to design and develop a Progressive Web App (PWA)-based credit application system using the Rapid Application Development (RAD) method. This system is expected to be a more efficient, faster, and more accurate solution than the current manual mechanism. PWA was selected based on its ability to provide universal access through a browser without the need for additional application installation, making it more practical for both customers and officers. Meanwhile, the RAD approach allows for an iterative and flexible system development process, with direct user involvement from the design stage through implementation. This aims to ensure the system is truly aligned with real-world needs. The development results indicate that the designed PWA system is capable of supporting the tasks of Account Officers (AO) and Division Heads in managing credit application data. The process includes the pipeline stage, submission, field survey, and credit realization, which is well-documented and accessible in real time. Functional testing using the Black Box Testing method proved that all features functioned according to established specifications. Furthermore, usability testing using the System Usability Scale (SUS) method yielded satisfactory scores, indicating the system's high usability and positive user experience. Therefore, this PWA-based credit application system not only improves process effectiveness and efficiency but also supports transparency, data accuracy, and user satisfaction.