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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.

Network service disruptions are critical issues that can negatively affect public trust and corporate reputation in the telecommunications industry. As one of the largest telecommunication providers in Indonesia, PT Telkomsel faces significant challenges in managing public issues related to network disturbances. This study aims to analyze how the Public Relations division of PT Telkomsel manages issues in handling network service disruptions in Indonesia.This research employs a qualitative descriptive approach by analyzing secondary data, including literature studies, official corporate communications, and media coverage related to network service disruptions. The findings indicate that PT Telkomsel’s Public Relations implements issue management through several systematic stages, namely issue identification, issue analysis, communication strategy formulation, message dissemination, and evaluation. The communication strategy emphasizes transparency, rapid response, and the use of digital media as the main channel to communicate with the public.Effective issue management enables the company to reduce negative public perceptions and maintain customer trust. This study confirms that strategic and proactive public relations communication plays an important role in managing network service disruption issues and protecting corporate reputation.

This study aims to explore how users' perceptions of the chatbot on the Shopee platform influence user satisfaction and loyalty. The research employs a qualitative approach with in-depth interviews to gather users' experiences and views on their interactions with the chatbot. The findings reveal that three key factors—clarity of responses, ease of access, and relevance of information—are crucial in determining user satisfaction. Users who found the chatbot's responses clear and easily understood, along with quick access, were generally more satisfied with the service provided. However, despite achieving user satisfaction, loyalty to the platform has not been fully established. This is due to the chatbot's limitations in building emotional connections with users and its inability to handle more complex issues. While the chatbot is effective in providing automated solutions for simple problems, it lacks the empathy and personalized attention necessary when users encounter more intricate issues or require a deeper level of interaction. These findings highlight that although chatbots can enhance the efficiency of basic customer service, they cannot fully replace human interaction, particularly in customer service contexts that require emotional engagement and a deeper understanding of the user's needs. To foster stronger user loyalty, a combined approach involving both technology and human interaction is essential. The chatbot can address routine issues, while more complex matters should be referred to customer service representatives who can offer empathetic and tailored solutions. The recommendation from this study is for Shopee platform developers and sellers to strategically optimize chatbot use while maintaining human interaction that is adaptable, in order to enhance user satisfaction and loyalty.

This research aims to reveal the impact of social media marketing and customer reviews on branding and sales of HMNS perfume products. Using the Literature Review and Systematic Literature Review research methods, This research identifies how social media marketing and customer reviews influence consumer perceptions of branding and decisions in purchasing HMNS perfume products. The research results show that social media marketing and customer reviews can increase branding awareness, strengthen the brand image, and encourage increased product sales. This research also found that consumers who were involved in a social media campaign were more likely to make a purchase than brands who were not exposed to it.