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This study aims to evaluate user satisfaction with the Customer Service Management System (CSMS) at PT Jaya Abadi Kontrindo using the End User Computing Satisfaction (EUCS) method. The CSMS is utilized to support various operational activities, such as purchase requests, payment requests, accounts receivable management, sales order rescheduling, and digital report generation. However, the system still faces several issues, including suboptimal response time, lack of user guidance, and the absence of a specific evaluation of user satisfaction. This study employs a qualitative approach by distributing questionnaires to 50 CSMS users using purposive sampling. The instrument was developed based on the five EUCS dimensions, namely content, accuracy, format, ease of use, and timeliness. The collected data were analyzed using validity testing, reliability testing, mean-based descriptive analysis, and Spearman correlation analysis. The results show that all questionnaire items are valid and reliable. In addition, all EUCS dimensions fall into the satisfied category, with the highest score in ease of use and the lowest in content. The Spearman correlation results also indicate that all EUCS dimensions have a significant relationship with user satisfaction.

This study aims to analyze the role of information systems in supporting digital business success, particularly among Small and Medium Enterprises (SMEs), using a Narrative Literature Review (NLR) approach. The review examined various national and international scientific articles obtained from Scopus, ScienceDirect, SpringerLink, and Google Scholar databases published between 2021 and 2025. The findings reveal that information systems play a strategic role in improving operational efficiency, decision-making quality, innovation capability, customer engagement, and organizational competitive advantage in the digital transformation era. Technologies such as Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), cloud computing, Artificial Intelligence (AI), and digital platforms have proven to enhance SME performance and business sustainability. In addition to technological factors, the successful implementation of information systems is influenced by organizational readiness, digital capabilities of human resources, organizational culture, transformational leadership, as well as government support and digital infrastructure. The study also identifies several challenges in SME digitalization, including limited digital literacy, technological readiness, and financial resources. This research contributes theoretically by integrating the perspectives of Resource-Based View (RBV), Dynamic Capability Theory, and Digital Transformation Theory in explaining information systems as strategic organizational resources.

The rapid proliferation of digital technologies has fundamentally transformed the competitive landscape of the food catering industry, compelling businesses to adopt sophisticated digital marketing strategies to sustain and grow their customer base. This study investigates the relationship between digital marketing strategies and customer loyalty in food catering businesses in Indonesia, with a focus on identifying which digital marketing dimensions most effectively drive loyalty outcomes in the digital era. Employing a quantitative research design with a survey-based approach, data were collected from 215 active customers of food catering services in the Bandung metropolitan area. The digital marketing dimensions examined include social media marketing, content marketing, search engine optimization (SEO), email marketing, and online reputation management. Customer loyalty was measured across four indicators: repurchase intention, referral behavior, emotional attachment, and price insensitivity. Structural Equation Modeling (SEM) analysis reveals that social media marketing (β = 0.412, p < 0.001), content marketing (β = 0.318, p < 0.001), and online reputation management (β = 0.287, p < 0.01) are the strongest predictors of customer loyalty. Customer satisfaction and brand trust are confirmed as significant mediating variables in the digital marketing–loyalty relationship. The study concludes that an integrated digital marketing strategy centered on authentic content creation, active community engagement, and proactive online reputation management is most effective in cultivating loyal customer relationships in food catering businesses. Practical recommendations for catering business owners and digital marketing practitioners are presented.

Analysis of the business situation experienced by PT Spectrum Lintas Service indicates that the achievement of success in obtaining large-scale project contracts is greatly influenced by the technical image and confidence given by clients. This study aims to investigate the impact of Improving Technical Qualifications, Customer Relationship Management, and Procedural Governance Quality on the Achievement of Competitive Advantage at PT Spectrum Lintas Service. The study population consisted of a total of 141 customers. The data analysis approach used was the SPSS tool to test the research hypothesis through t-test and F-test. The results of the F-test showed a significance probability value of 0.000 smaller than 0.05. Based on the findings, it can be concluded that improving technical qualifications, customer relationship management, and procedural governance quality significantly contribute to the competitive advantage of PT. Spectrum Lintas Service. Improving technical qualifications has a negative but not substantial impact on competitive advantage, with a significance value of 0.110 greater than 0.05. Customer relationship management has an impact on competitive advantage with a significance value of 0.00, which is smaller than 0.05. The quality of the procedural system has a significant influence on competitive advantage.

This study aims to analyze and design a marketing strategy training program to improve the performance of marketing personnel at Titan (Home) WiFi as an internet service provider. In the increasingly competitive digital era, effective marketing strategies are essential to enhance customer acquisition, retention, and overall business performance. This training focuses on strengthening marketing competencies, including market analysis, digital marketing utilization, customer relationship management, and communication skills.The method used in this study is a descriptive qualitative approach involving 21 marketing personnel as participants. Data were collected through observation, semi-structured interviews, questionnaires, and documentation. The evaluation of the training program was conducted by comparing participants’ understanding before and after the training, supported by questionnaire scores and interview results.The results indicate that 83% of participants showed improved understanding of target market analysis and digital marketing strategies, while 78% demonstrated better communication and customer relationship management skills. In addition, there was a 20% increase in promotional effectiveness and a 15% improvement in customer satisfaction based on internal performance data. These findings suggest that the implementation of structured marketing strategy training can significantly enhance marketers’ competencies, optimize promotional activities, and improve service quality. Therefore, continuous and adaptive training programs are recommended to ensure sustainable marketing performance improvement in the dynamic telecommunications industry

The development of information and communication technology encourages Micro, Small, and Medium Enterprises (MSMEs) to manage data more effectively, efficiently, and integratively to create consumer loyalty. Efforts can be made using a web-based Customer Relationship Management (CRM) Information system to manage customer data and transaction history in an integrated, effective, and efficient manner. The many complaints from several stores in Grobogan Regency, especially Toko Sumber Rezeki, regarding errors in inputting consumer data, data loss, and difficulties in preparing sales reports, prompted the author to conduct this research with the aim of providing practical contributions to MSMEs in managing data effectively by using a CRM (Customer Relationship Management) information system. The method used in this research is Research and Development (R&D) with a Waterfall software development model that includes the stages of needs analysis, system design, implementation, testing, and maintenance. The system was developed using PHP with the Laravel 11 framework and a MySQL database. The system's main features include customer data management, real-time transaction recording, integrated purchase history, a sales summary dashboard, and reports that can be exported to PDF and Excel. The results of this study indicate that the system meets user needs and helps improve recording efficiency and data accuracy. Therefore, the designed system can support data-driven decision-making and improve the quality of customer service at the Sumber Rejeki Store in Grobogan Regency.

This study explores the role of Business Intelligence (BI) in improving operational effectiveness and company performance amid rapid digital transformation, big data, Artificial Intelligence (AI), and data analytics development. Using a Narrative Literature Review (NLR) approach, this study analyzed 48 national and international scientific articles related to BI, firm performance, digital transformation, and big data analytics. The findings reveal that BI positively influences decision-making quality, operational efficiency, organizational agility, innovation capability, marketing effectiveness, customer relationship management, and competitive advantage. Furthermore, integrating BI with Big Data Analytics, predictive analytics, machine learning, and AI enhances organizational responsiveness to dynamic business environments. The study also identifies key success factors for BI implementation, including organizational readiness, management support, technological infrastructure, information quality, and system integration. These findings indicate that BI has evolved from a technological tool into a strategic organizational capability that supports sustainable business performance and digital transformation. This study contributes to the Business Intelligence literature by providing a comprehensive understanding of BI’s strategic role across various industries and organizational contexts.

The increasing competition in the healthcare industry requires hospitals to establish effective relationship strategies to enhance patient loyalty. This study aims to examine the effect of Customer Relationship Management (CRM) on patient loyalty, with brand salience and customer engagement behavior (CEB) as mediating variables. The research adopts a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected from 155 outpatients at Cengkareng General Hospital (RSAR) who had experienced CRM-related services, using a structured questionnaire measured on a four-point Likert scale. The findings reveal that CRM has a significant positive effect on brand salience, customer engagement behavior, and patient loyalty. Among these relationships, CRM demonstrates the strongest influence on customer engagement behavior, indicating that relationship-based strategies effectively encourage active patient involvement. Furthermore, customer engagement behavior significantly affects patient loyalty, suggesting that patients who are more engaged—through feedback, recommendations, and participation—are more likely to develop stronger loyalty toward healthcare providers. In contrast, brand salience does not have a significant effect on patient loyalty, indicating that brand awareness alone is insufficient to drive loyalty in the healthcare context. Mediation analysis shows that customer engagement behavior partially mediates the relationship between CRM and patient loyalty, whereas brand salience does not act as a mediator. These results suggest that CRM enhances patient loyalty not only directly but also indirectly through strengthening engagement behavior. This study contributes to healthcare marketing literature by integrating relationship marketing and customer engagement perspectives, highlighting engagement as a more critical mechanism than brand salience in fostering sustainable patient loyalty.

This research intends to examine how the environment of a store impActs the likelihood of customers returning, specifically focusing on the experiences of patrons at Baso Malang Fortuna. The motivation behind this study stems from varying sales outcomes combined with a low propensity for consumers to come back. A quantitative research design was utilized involving survey techniques. Data was gathered by administering questionnaires to shoppers, employing a non-probability sampling approach. The analysis of the data was performed using Structural Equation Modeling (SEM) to investigate both direct and indirect influences among the studied variables. The findings reveal that the store's atmosphere significantly and positively affects customer experience, that the store's atmosphere has a substantial positive influence on the desire to return, and that customer experience also positively and significantly influences the intention to revisit. In addition, customer experience effectively mediates the relationship between the store atmosphere and the intention to return. These results validate that an optimally maintained store atmosphere fosters enjoyable customer experiences, which in turn boosts consumers' desire to return.

Factual verification of political party membership constitutes a critical administrative stage in electoral management, as it directly affects electoral integrity and democratic legitimacy. In Indonesia, this process remains predominantly reliant on conventional door-to-door verification methods, which face structural constraints including time limitations, excessive administrative burden, high costs, and vulnerability to procedural errors and electoral disputes. Meanwhile, the advancement of e-government and Electronic-Based Government Systems (E-Government) has created opportunities to adopt more accountable and verifiable digital identity mechanisms. This study aims to conceptualize and examine Electronic Know Your Customer (E-KYC) as an administrative governance model for verifying political party membership to strengthen electoral integrity within an e-government framework. Employing a mixed-methods approach with a sequential explanatory design, quantitative data were collected through a survey of 44 election officials at district and municipal election commissions in Central Java Province, Indonesia. Qualitative data were obtained through in-depth interviews with key institutional actors. The findings demonstrate a positive and significant relationship between the adoption of E-KYC and strengthened administrative electoral integrity, democratic public service values, and institutional readiness. Qualitative evidence further indicates that challenges to electoral integrity stem primarily from weaknesses in administrative procedures rather than from political contestation itself. This study concludes that E-KYC should be positioned not merely as a technological innovation but as an institutionalized administrative governance model, contingent upon regulatory clarity, system interoperability, and organizational capacity building.

This study examines the influence of memorable tourism experiences and operational risk management in tourist train transportation on positive Word of Mouth (WOM), with tourist satisfaction serving as a mediating variable. A quantitative approach was employed, and data were processed using SEM-PLS 4. The research sample consisted of 247 respondents who had used tourist train services within the past year. The results reveal that both effective risk management practices and memorable tourism experiences perceived by tourists significantly impact tourist satisfaction. Additionally, tourist satisfaction plays a crucial mediating role in generating positive WOM. The study highlights that memorable tourism experiences, including aspects such as comfort, scenic views, and the quality of service, significantly enhance tourist satisfaction. Furthermore, operational risk management, which includes ensuring passenger safety, maintaining service reliability, and handling emergencies effectively, is essential for cultivating satisfaction and positive WOM. The findings suggest that businesses in the tourism industry, particularly those operating tourist trains, should prioritize both risk management and creating memorable experiences to foster customer loyalty and enhance WOM. This study contributes to understanding the dynamic relationship between risk management, customer satisfaction, and WOM in the tourism sector, providing valuable insights for improving service strategies in tourist train transportation.

This study aims to develop a strategic plan for Information Systems and Information Technology (IS/IT) at KR Hotel Palembang by applying the Ward and Peppard methodology. The analysis began with external environment assessment using the PEST framework and internal analysis through the MOST method and Value Chain model. The results were synthesized into a SWOT analysis to identify the organization's strengths, weaknesses, opportunities, and threats. From this, Critical Success Factors (CSF) were formulated to guide the determination of key information system needs. Application portfolio mapping was then conducted using the McFarlan Strategic Grid to classify systems based on their strategic impact. Findings indicate that KR Hotel has strong potential in leveraging digital technologies but faces challenges such as the absence of integrated systems across departments and limited IT training for staff. To address these issues, an integrated system named ZKBiolock was proposed, encompassing modules such as hotel management, financial management, customer relationship management (CRM), human resource training systems, digital promotion, and internal network monitoring and control. This strategic plan is supported by a comprehensive database design, network topology, human resource and infrastructure analysis, investment budgeting, and Return on Investment (ROI) evaluation. The proposed strategy aims to enhance the efficiency and effectiveness of the hotel's operational management.

Digital transformation in the healthcare sector requires hospitals to optimize patient-centered care services to enhance competitiveness. Hospital operational success is often reflected in the volume of patient visits, which is influenced by the quality of the patient experience and the effectiveness of administrative digitization. This study aims to analyze the influence of patient experience on the volume of patient visits, with the digitization of registration and payment services as a mediating variable at Ciputra Hospital Surabaya. A quantitative approach using explanatory research methods was applied in this study. Data were collected from 250 respondents selected through purposive sampling and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results show that patient experience has a strong unidirectional correlation with the adoption of digitalized registration and payment services. Furthermore, this digital integration has been shown to have a significant impact on increasing the volume of patient visits. Theoretically, the digitalization of registration and payment services serves as a significant mediator bridging the relationship between patient experience and patient visit decisions. These findings confirm that improving the patient experience through administrative automation can create process efficiency, ease of accessibility, and convenience, which are crucial for customer loyalty. From a managerial perspective, this study implies that strengthening digital infrastructure is a fundamental strategy for hospital management to improve service quality, strengthen market position, and ensure the sustainability of institutional competitiveness amidst the rapid digital transformation of healthcare services.

Customer loyalty is an important factor in maintaining the sustainability of restaurant businesses amid increasingly intense competition in the culinary industry. This study aims to analyze the influence of service quality, product quality, and price on customer loyalty with customer satisfaction as a mediating variable at Waduk Malahayu Restaurant, Brebes. This research used a quantitative approach with a survey method through the distribution of questionnaires to 100 respondents who were customers of Waduk Malahayu Restaurant. The sampling technique used was accidental sampling. Data analysis was conducted using the Partial Least Square (PLS) method with the assistance of SmartPLS version 3 software. The results of the study indicate that service quality has no effect on customer loyalty, product quality has no effect on customer loyalty, and price has a positive and significant effect on customer satisfaction. Customer satisfaction is unable to mediate the relationship between service quality and customer loyalty, while customer satisfaction is able to mediate the relationship between product quality and customer loyalty, as well as the relationship between price and customer loyalty. In addition, customer satisfaction has a positive and significant effect on customer loyalty. These findings indicate that product quality, price suitability, and customer satisfaction are the main factors in increasing customer loyalty at Waduk Malahayu Restaurant, Brebes. Therefore, the restaurant management needs to maintain product quality, improve service, and set appropriate prices in order to retain customer loyalty and encourage repeat purchases in the future.

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.

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.

The purpose of this study is to examine how customer satisfaction at RB Rumah Kita, which is situated in Manubura Village, Nelle District, Sikka Regency, is impacted by service quality and word-of-mouth (WOM). This study used a survey method with a quantitative approach. Customers of RB Rumah Kita made up the study's population, and the sample was chosen using a suitable sampling technique in compliance with quantitative research protocols. Multiple linear regression analysis was used to assess the data that was gathered via surveys. The study found that service quality had a favorable impact on customer satisfaction. In addition, word of mouth (WOM) was discovered to have a favorable and considerable impact on consumer satisfaction. Simultaneously, these two characteristics help to boost customer satisfaction at RB Rumah Kita. This research implies that the higher the level of customer satisfaction, the better the service quality and the stronger the positive word-of-mouth. This study makes practical recommendations for business owners seeking to improve service tactics and generate positive word-of-mouth in order to increase business competitiveness. Furthermore, this study makes theoretical contributions to the growth of marketing management studies, namely the relationship between service quality, word-of-mouth, and customer happiness.

KSP Credit Union Bahtera Sejahtera is one of the cooperatives established to advance and improve the welfare of the community or its members in savings and loan activities. The main activities of KSP Credit Union Bahtera Sejahtera are to collect funds from its members in the form of savings and distribute them in the form of loans. This study aims to determine the digital marketing strategy of the savings and loan cooperative in an effort to attract customers at CU Bahtera Sejahtera Kewapante, to find out how the number of members has developed over the past three years, and to understand the role of KSP CU Bahtera Sejahtera Kewapante's management in increasing the number of members. This research uses a qualitative approach with data collection techniques through interviews, documentation, and observation. The results show that the marketing strategy of the savings and loan cooperative focuses on efforts to attract new members by introducing cooperative products directly to the community and through social media. Over the past three years, the number of members at KSP Credit Union Bahtera Sejahtera Kewapante has experienced stagnation or very slow growth. Management plays a very important role in maintaining the sustainability of the cooperative, improving members' welfare, and ensuring the cooperative remains relevant amid economic changes. KSP CU Bahtera Sejahtera faces various obstacles in increasing the number of members, such as lack of effective socialization and promotion, limited resources, negative perceptions of cooperatives, competition from other financial institutions, infrastructure limitations, and dependence on old members. These findings emphasize the importance of improving marketing strategies to increase member growth, enhancing service quality, and building good relationships with the community.

The digital transformation era demands printing companies to strategically integrate information technology to enhance efficiency and competitiveness. CV Prima Puspasari still faces several challenges in business process management, such as unintegrated workflows, manual record-keeping, and limited utilization of information systems. This study aims to develop an Information Systems Strategic Planning (ISSP) using the Ward & Peppard method as the main analytical framework. The approach analyzes business and technology conditions through four domains: internal and external business environments, as well as internal and external IS/IT environments. The analysis combines SWOT Analysis, Value Chain Analysis, and the McFarlan Strategic Grid to identify strengths, weaknesses, opportunities, threats, and to determine application priorities. The results produce three main strategies: IS/IT business strategy, IS/IT management strategy, and IT infrastructure strategy. The recommended systems include Inventory Management System, Customer Relationship Management (CRM), Integrated Financial System, Human Resource Information System (HRIS), E-Procurement, and E-Commerce. This strategic planning is expected to serve as a roadmap for CV Prima Puspasari in implementing digital transformation, improving operational effectiveness, and strengthening its competitive advantage in the digital printing industry.

The integration of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems has emerged as a critical strategy for modern digital enterprises aiming to enhance customer experience and operational efficiency. This study examines the impact of CRM-ERP integration on customer satisfaction, personalized service, and organizational responsiveness. By adopting a mixed-methods approach, this research combines quantitative customer data analysis and qualitative managerial interviews to assess the benefits and challenges of CRM-ERP integration. Key findings highlight significant improvements in customer experience, with increased satisfaction and personalized interactions facilitated by a unified view of customer data. Operational efficiencies were also realized through streamlined processes, better alignment of departments, and enhanced decision-making based on real-time, data-driven insights. Despite these positive outcomes, challenges such as system integration complexities, data fragmentation, and resistance to change were identified, which hindered the speed of integration and full utilization of the systems. This study demonstrates that CRM-ERP integration provides a competitive advantage by improving both customer service and business agility, particularly in industries undergoing digital transformation. For digital enterprises, integrating these systems is crucial for maintaining a seamless customer experience across various touchpoints and achieving greater operational effectiveness. The paper concludes by suggesting future research on the long-term impact of CRM-ERP integration on customer loyalty, business growth, and the potential role of emerging technologies like AI and blockchain in further enhancing these systems.