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The premium healthcare industry in urban areas is experiencing increasing competition along with the increase in healthcare facilities and the increasing public demand for fast, comfortable, and quality medical services. In this context, Columbia Asia Pulomas Hospital is implementing an expansion strategy by increasing facility capacity, modernizing services, and adding a Center of Excellence (COE) as a service differentiation. This study aims to analyze customer retention strategies within the Balanced Scorecard (BSC) framework, focusing on the relationship between customer perspectives, internal processes, learning and growth, and their application to the financial perspective. The research method uses a document-based policy and strategy analysis approach, field findings, and a synthesis of Balanced Scorecard theory and patient experience.The analysis shows that customer retention during the expansion phase is influenced not only by clinical quality, but also by the assurance of doctor time in practice, speed of service, physical comfort, and digitization of queues and administration. The addition of a COE has been shown to increase the perception of service value and expand market share through service specialist differentiation. Within the BSC framework, the customer perspective serves as a leading indicator for achieving the financial perspective, where increased patient retention contributes to increased revenue, ROI growth, and long-term financial expectations. The research implications emphasize that strategies for strengthening human resources, modernizing internal processes, and service innovation are important foundations in ensuring successful hospital expansion and enhancing competitive advantage.

The effectiveness of public sector organizations in delivering quality services and achieving their mandates depends critically on how they manage their human resources. This study examines the relationship between strategic human resource management (SHRM) practices and organizational performance in Indonesian public sector organizations. Employing a mixed-methods research design, data were collected from 312 public sector managers and HR professionals across 45 government agencies through surveys and 32 in-depth interviews. The research investigates five key SHRM dimensions: strategic recruitment and selection, performance management systems, employee development and training, compensation and rewards, and employee engagement. Findings reveal significant positive relationships between SHRM practices and multiple performance indicators including service quality, operational efficiency, employee productivity, and organizational innovation. Regression analysis demonstrates that SHRM practices collectively explain 47.3% of variance in organizational performance scores. Qualitative data illuminate implementation challenges including limited HR professional capacity, rigid civil service regulations, political interference, and resistance to performance-based management. The study identifies critical success factors such as top management commitment, alignment between HR strategy and organizational strategy, investment in HR analytics capabilities, and cultural transformation toward merit-based practices. Results indicate that high-performing public organizations distinguish themselves through systematic talent management, data-driven HR decision-making, continuous learning cultures, and stronger linkages between individual performance and organizational outcomes. This research contributes empirical evidence on SHRM effectiveness in public sector contexts and provides actionable recommendations for HR practitioners and policymakers seeking to leverage human capital for improved public service delivery.

The success of a company is not only determined by the quality of the products and services offered, but also by the company's ability to manage employee relations, which is part of the internal public relations function. Without a targeted strategy, companies risk facing low motivation and declining performance. This study aims to understand the employee relations strategy of PT. Resultan Karya Indonesia (Rekanesia) in motivating employee work. The theory used refers to Albrecht (2020) which includes internal communication, rewards, career development programs, work flexibility, and conflict resolution mechanisms. The research method uses a descriptive qualitative approach with interview, observation, documentation, and source triangulation techniques. The results show that the employee relations strategy at Rekanesia is implemented through weekly communication forums, one-on-one meetings, providing material and non-material appreciation, flexible working hour policies, and informal activities such as team building. This strategy has been proven to increase employee motivation, satisfaction, and loyalty, thereby creating a productive and conducive work environment. Practically, this research can provide input for PT. Resultan Karya Indonesia to continue strengthening a more effective, participatory, and sustainable internal communication strategy, so that the company is able to face competitive challenges while maintaining its existence in the modern era.  

The development of digital technology and the Industrial Revolution 4.0 have driven significant changes in marketing activities, including for Micro, Small, and Medium Enterprises (MSMEs). The use of e-commerce has become an important digital marketing strategy for MSMEs to increase competitiveness and business revenue. This study aims to examine the role of e-commerce implementation as a digital marketing tool for MSMEs in facing the Industrial Revolution 4.0 and analyze its impact on increasing MSME revenue and competitive advantage. The research method used is a qualitative descriptive approach with data collection techniques through literature studies of various literature sources such as books, scientific journals, and online publications relevant to the research topic. The results of the study indicate that the implementation of e-commerce has a positive impact on MSMEs, including expanding market reach, increasing marketing efficiency, and driving increased business revenue. In addition, e-commerce also plays a role in increasing MSME competitive advantage through product innovation, improving service quality, and strengthening relationships with consumers. However, the implementation of e-commerce in MSMEs still faces several challenges, such as low digital literacy, limited human resources, and minimal technical assistance. Therefore, ongoing support from various parties is needed so that the use of e-commerce by MSMEs can run optimally and sustainably in the digital era.

This study aims to analyze the internal and external conditions of Karel Workshop in Wairhubing, Sikka Regency, using a SWOT approach (Strengths, Weaknesses, Opportunities, and Threats) as a basis for formulating business development strategies. The research employed a qualitative descriptive method with data collected through in-depth interviews with the owner, employees, and customers, as well as secondary data from documents and official statistics. The findings indicate that Karel Workshop possesses several strengths, including meticulous service quality, strong interpersonal relationships with customers, and mechanic skills acquired through self-learning. However, the workshop also faces weaknesses such as limited equipment, the absence of a structured management system, and a lack of digital promotion. Opportunities that can be utilized include high public interest in motorcycle modification, potential motorcycle painting services, a strategic location, and possible partnerships with spare-part suppliers. Meanwhile, the main threats include rising spare-part prices, competition among workshops, and occupational safety risks. Overall, the study recommends strengthening digital promotion, improving business management, enhancing workshop facilities, and implementing safety standards to support the sustainable development of Karel Workshop. 

This study aims to analyze the internal and external conditions of Karel Workshop in Wairhubing, Sikka Regency, using a SWOT approach (Strengths, Weaknesses, Opportunities, and Threats) as a basis for formulating business development strategies. The research employed a qualitative descriptive method with data collected through in-depth interviews with the owner, employees, and customers, as well as secondary data from documents and official statistics. The findings indicate that Karel Workshop possesses several strengths, including meticulous service quality, strong interpersonal relationships with customers, and mechanic skills acquired through self-learning. However, the workshop also faces weaknesses such as limited equipment, the absence of a structured management system, and a lack of digital promotion. Opportunities that can be utilized include high public interest in motorcycle modification, potential motorcycle painting services, a strategic location, and possible partnerships with spare-part suppliers. Meanwhile, the main threats include rising spare-part prices, competition among workshops, and occupational safety risks. Overall, the study recommends strengthening digital promotion, improving business management, enhancing workshop facilities, and implementing safety standards to support the sustainable development of Karel Workshop. 

This study examines the communication strategy implemented by the Surabaya Transportation Agency in providing education about Traffic Impact Analysis (Andalalin) at Siola Mall with the aim of increasing public understanding and trust in the service. Using a qualitative descriptive approach, data were collected through field observations, activity documentation, and literature studies, then analyzed using the Miles and Huberman model. The findings show that humanely designed communication—prioritizing empathy, information openness, and quality assurance of service—can strengthen the relationship between officers and the community and increase the level of public trust. Communication practices include the delivery of simplified technical information, two-way dialogue to accommodate citizens' aspirations, and demonstrations of transparent Andalalin procedures. Factors that support success include officer competence, consistency of message, and the use of communication media that suits the character of the audience. The obstacles found include initial resistance from the community, limited resources, and the complexity of urban transportation issues. The research recommendations include strengthening the communication capacity of officers, developing participatory educational materials, and cross-sector collaboration to ensure the sustainability of Andalalin's education program and improving the quality of public services in Surabaya.

A paradigm shift in public services has occurred rapidly due to the advent of digital technologies, which has led to the creation of more efficient, transparent and user-oriented systems. The study aims to examine how the quality of e-services, reputation, trust in e-services and electronic word of mouth affect user satisfaction with technology-enabled public services. A quantitative approach using multiple linear regression analysis is used to confirm the validity of the model. This method includes validity, reliability and classical assumptions testing. The results show that all four independent variables have a positive effect on user satisfaction both in general and individually. The quality of service, which encompasses factors such as ease of access, speed, system availability, and data security, has been demonstrated to enhance satisfaction. On the other hand, positive feedback and trust in the integrity and competence of the institution strengthen the relationship with users. Electronic word of mouth is crucial to create positive perceptions and attract consumers to services. The results show that to increase user satisfaction and loyalty in digital government services, the integration of these four elements is a key strategy.

In the current era, the land transportation sector in Indonesia is still in the development stage, both for private and public use. The needs of modern society, which demands that everything be more practical and efficient, has led to an increase in demand for motor vehicles, especially car rental services, every day. This study uses a quantitative method with a focus on analyzing data obtained from questionnaires. The independent variables in this study consist of price (X1), promotion (X2), and service quality (X3), while the dependent variable is customer decision (Y). The research data was collected from 100 respondents who used SJ Trans Rent Car services in Sidoarjo and analyzed statistically using SPSS version 25. The analysis results show a regression model of Y = 1.791 + 0.148X1 + 0.220X2 + 0.227X3 + e. If the values of X1, X2, and X3 are zero, then the Y variable remains at 1.791. However, a one-unit increase in price perception contributes positively to customer decisions, as do effective promotions and good service quality, which have a significant impact on increasing customer decisions. The three variables were found to have a positive relationship with Y, both partially and simultaneously. These findings confirm that the right pricing strategy, effective promotion, and high-quality service are important factors that service providers must consider in order to increase competitiveness and build customer loyalty in the car rental industry.

This study aims to determine the influence of motivation on employee performance at the Regional Disaster Management Agency (BPBD) Office of Sidenreng Rappang Regency. Motivation is seen as one of the fundamental factors in human resource development because it can encourage increased work morale, effectiveness, and efficiency in carrying out employee duties and responsibilities. Highly motivated employees will be encouraged to work more disciplined, creative, and productive, so that they can make a positive contribution to the achievement of organizational goals, especially in public service and disaster management.nThis study uses a quantitative approach with a survey method. The sampling technique chosen is a saturated sample, namely all employees and honorary personnel at BPBD Sidenreng Rappang Regency are made respondents. This consideration is made because the population is relatively small so that it can be reached as a whole. The research data was collected using a questionnaire compiled based on indicators of work motivation and employee performance, then analyzed using a simple regression test to determine the relationship and influence between variables.nThe results showed that the calculated t value of 2.167 was greater than the t table of 2.048 at a significance level of 5%. This proves that there is a positive and significant influence between motivation on employee performance. Motivation contributes 15.7% to performance improvement, while the rest is influenced by other factors such as work discipline, work environment, competence, and leadership. Nevertheless, these findings emphasize that motivation continues to play an important role as the main driver of employee performance.nThus, increasing motivation through the provision of awards, incentives, and continuous coaching can be an important strategy in strengthening the quality of performance of BPBD employees in Sidenreng Rappang Regency.

Digital transformation has become a central driver in reforming public services in Indonesia. However, the effectiveness of government expenditure in supporting this transition remains a critical issue. This study aims to examine the extent to which public spending contributes to the improvement of digital public service quality, efficiency, and accessibility. Using a quantitative approach with a descriptive-explanatory design, data were collected from ten regional governments through documentation and surveys. The results show a positive correlation between government spending on digitalization and service performance, although this relationship is also influenced by factors such as infrastructure readiness, human resource capacity, public participation, and inter-agency coordination. The findings emphasize the importance of sustainable budgeting and measurable monitoring in managing digital fiscal policies. The study recommends an integrated strategy combining fiscal planning, bureaucratic capacity-building, and public digital literacy to ensure inclusive and impactful digital service transformation.

The Class 1 Immigration Office of East Jakarta plays a vital role in providing efficient immigration services, including passport and visa issuance, residence permits, and monitoring violations. These services are regulated by Law No. 6 of 2011 on Immigration, Government Regulation No. 31 of 2013, and internal policies. This study aims to analyze the communication strategy used by the office in implementing immigration services through a qualitative approach, collecting data via interviews, observations, documentation, and literature studies. The study identifies three main components of the communication strategy: Knowledge Core, Shared Expectations, and Participative Culture. Findings show that the office’s communication strategy focuses on transparency, technology utilization, community engagement, external collaboration, and employee training. These efforts have helped maintain strong public relations and a positive image, as evidenced by the Public Service Quality Perception Survey (SPKP) results.

Quality information services in hospitals is an important element in increasing patient satisfaction and the image of the institution. The Public Relations Officer (PRO) plays a strategic role in managing communication between the hospital and the public. This research aims to explore the strategies implemented by PROs in improving the quality of information services at RSUD dr. Zainoel Abidin Banda Aceh. The public relations officer (PRO) strategy used is determining problems, compiling and planning work programs, taking action and communicating as well as evaluating work programs in hospitals and reviewed through strategic planning in the field of Public Relations by Cutlip-Center-Broom. The research method used was descriptive with a qualitative approach between PROs and several hospital employees, patients and patient families. The results of the investigation revealed that the strategies used by PRO RSUDZA and health services ranged from identifying problems, planning, to compiling work programs, such as online registration, electronic pharmacies (e-pharmacies), and community complaint centers. In addition, PRO RSUDZA deployed staff from the Hospital Health Counseling Service (PKRS) to carry out outreach and communication to inform the public about RSUDZA services and the availability of the RSUDZA tabloid newspaper "Lam Haba". PRO RSUDZA evaluates the work program carried out at the hospital. Obstacles faced by PRO RSUDZA include miscommunication and residents' complaints about long queues at registration and drug distribution counters. PRO RSUDZA's efforts aim to carry out all planned work programs to improve the quality of information services at RSUDZA Banda Aceh.

This research analyzes the public relations communication strategy implemented by Pratama Bina Medika Clinic in building brand awareness as a new health facility. This study uses a qualitative method with a descriptive approach with data collection techniques using interviews and literature studies to determine the effectiveness of direct marketing strategies (direct selling), word of mouth communication (WOM), and digital marketing in introducing health services (clinics) to the public. The research results show that the direct selling strategy through visits to posyandu is effective in building personal relationships with the community, increasing trust, and expanding brand awareness. WOM communication, both directly and via social media, supports the dissemination of wider and more reliable information. The use of digital marketing through social media platforms such as TikTok and Instagram expands the reach of information and facilitates interaction with the public. This holistic approach has succeeded in creating a positive image of the clinic as a provider of quality and affordable health services, while increasing public trust in the services offered.

This study aims to understand the influence of ethical leadership on the performance of Civil Servants (PNS) in government organizations. Ethical leadership is considered important to create a conducive work environment, increase job satisfaction, productivity, and efficiency. The method used is a literature study, which examines various previous research sources to identify the influence of ethical leadership on PNS performance and factors that can strengthen or weaken the relationship. The results of the study indicate that ethical leadership has a positive effect on PNS performance through increased motivation, commitment, and job satisfaction. This finding also shows that the influence of ethical leadership can be strengthened by an organizational culture that supports ethical values and a fair reward system. The implications of this study indicate that strengthening ethical leadership needs to be accompanied by character development policies and training for leaders and employees in order to create an effective and accountable work environment. Overall, this study supports the application of ethical leadership as a strategy to improve performance in the public sector and improve the quality of public services.  

This research aims to analyze public relations strategies to improve the quality of public administration services through KUBERSERI in Plumpang District. The research method used is a qualitative descriptive method. The data sources used are primary and secondary data sources. Data collection techniques in this research are interviews, observation and documentation. Data analysis in this research includes data collection, data reduction, data presentation, and drawing conclusions. The theoretical basis used in this research is the Cutlip, Center & Broom theory, namely that there are 4 indicators of public relations strategy, including fact finding (situation analysis), planning, action and communication (action and communication), and evaluation (evaluation). And for service quality variables, a theory is used which consists of 5 indicators, namely tangibles, reliability, responsiveness, assurance and empathy. The results of the research show that Plumpang District has implemented a strategy to improve the quality of administrative services well. Although in general Plumpang District has implemented efforts or strategies to improve the quality of its services, there are still several indicators that need to be improved in order to influence the community's expectations of obtaining quality services in Plumpang District.  

Customer Relationship Management (CRM) is a crucial strategy in strengthening relationships with customers and improving service quality. This research examines the implementation of CRM at PT PLN (Persero) UP3 West Surabaya, which aims to improve the efficiency of collecting and analyzing customer data through the use of application technology and websites. By understanding customer characteristics, behavior, and needs through effective profiling, PT PLN (Persero) UP3 West Surabaya can develop a more personalized and responsive CRM strategy, and improve ongoing interaction with customers. This research uses observation method and qualitative approach with literature review method to examine CRM implementation at PT PLN (Persero) UP3 West Surabaya. The results showed that the use of a customer profiling database can help PT PLN in creating a better customer experience and increasing customer loyalty. Successful CRM implementation requires careful planning, adequate technology, and support from all parties in the organization.

This Bottled Drinking Water Factory (AMDK) is drinking water that is packaged and processed through electronic machines and is safe to drink. It is processed according to quality standards and in accordance with applicable techniques and meets the specified requirements so that bottled drinking water is safe for consumption by the public. This study aims to determine the service quality strategy carried out by the Abillaits AMDK factory in the Ambunten subdistrict, Sumenep Regency. Which was carried out using a qualitative approach method. Methods of data collection using observation, interviews, and documentation. With 1 key informant and 6 supporting informants. Data analysis techniques using data collection, data reduction, data presentation, and drawing conclusion.  The results of research conducted at the Abillaits AMDK factory show 2  strategies implemented by the Abillaits AMDK factory in Ambunten in an effort to meet customer satisfaction, namely the basic and main strategy. Basic service strategies such as thanking customers, communicating with customers. Listening to customer complints and neat appearance. The main strategy is the services provided in accordance with SOP, fast and responsive, competitive advantage, building good relationships with customers, and timeliness.