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Independent Nursing Practice (INP) is a form of healthcare service that provides direct care to the community, including Homecare services. Public interest in these services is influenced by various factors; however, the dominant factors affecting interest in the Tambah Rejo area have not been clearly identified. This study aimed to identify and analyze factors associated with interest in Homecare services at independent nursing practices and to determine the most influential factor. This study employed a quantitative approach using an analytical survey design with a cross-sectional method. A total of 153 respondents were selected through purposive sampling. Data were collected using questionnaires and analyzed using the Chi-square test and multiple logistic regression. The results showed significant relationships between economic factors (p = 0.023; OR = 2.187), distance (p = 0.003; OR = 0.361), comfort (p < 0.001; OR = 49.67), service quality (p = 0.009; OR = 0.404), family support (p < 0.001; OR = 52.62), patient satisfaction (p < 0.001; OR = 0.212), and interest in Homecare services. Multiple logistic regression analysis revealed that comfort was the most dominant factor influencing interest in Homecare services (p < 0.001; OR = 0.124). Comfort was identified as the strongest determinant affecting community interest in Homecare services at independent nursing practices. Therefore, improving comfort in service delivery should be a primary priority in the development of independent nursing practices.

Independent Nursing Practice (INP) is a form of healthcare service that provides direct care to the community, including Homecare services. Public interest in these services is influenced by various factors; however, the dominant factors affecting interest in the Tambah Rejo area have not been clearly identified. This study aimed to identify and analyze factors associated with interest in Homecare services at independent nursing practices and to determine the most influential factor. This study employed a quantitative approach using an analytical survey design with a cross-sectional method. A total of 153 respondents were selected through purposive sampling. Data were collected using questionnaires and analyzed using the Chi-square test and multiple logistic regression. The results showed significant relationships between economic factors (p = 0.023; OR = 2.187), distance (p = 0.003; OR = 0.361), comfort (p < 0.001; OR = 49.67), service quality (p = 0.009; OR = 0.404), family support (p < 0.001; OR = 52.62), patient satisfaction (p < 0.001; OR = 0.212), and interest in Homecare services. Multiple logistic regression analysis revealed that comfort was the most dominant factor influencing interest in Homecare services (p < 0.001; OR = 0.124). Comfort was identified as the strongest determinant affecting community interest in Homecare services at independent nursing practices. Therefore, improving comfort in service delivery should be a primary priority in the development of independent nursing practices.

The development of digital services by BPJS Ketenagakerjaan through the JMO (Jamsostek Mobile) application has triggered a surge in large-scale and unstructured user reviews on the Google Play Store, thereby complicating manual analysis and conventional sentiment analysis in accurately identifying specific issues. This research aims to implement the Aspect-Based Sentiment Analysis (ABSA) method to granularly evaluate JMO application reviews based on specific aspects, while simultaneously addressing class imbalance and computational efficiency issues. The proposed method combines the pretrained IndoBERT model as a contextual feature extractor, the SMOTE technique to balance the training data, and an artificial neural network (Neural Network) as the classification layer without performing full fine-tuning. The dataset used consists of 90,268 unique reviews categorized into five main aspects through keyword matching, namely General Satisfaction/Complaints, Performance & Stability, Service & Support, Feature Quality, and UI/UX, with initial lexicon-based labeling using the InSet Lexicon. The research results indicate that the proposed model successfully achieves highly optimal performance with an accuracy rate of 91.81% and a weighted F1-score of 92%. Furthermore, the implementation of SMOTE proved effective in enhancing model reliability on the minority class (negative sentiment), achieving an F1-score of 89%. The implications of this research contribute an accurate and efficient aspect-based sentiment analysis framework for developers, and serve as a strategic evaluation tool for BPJS Ketenagakerjaan in mapping specific user complaints to accelerate continuous improvements in the performance, stability, and service quality of the JMO application.

The rapid growth of digital commerce has encouraged companies to integrate digital and physical marketing channels to create seamless and consistent customer experiences. This study aims to analyze the role of integrated marketing channels through omnichannel strategies, the utilization of Artificial intelligence (AI), and their impact on customer experience in the context of digital commerce. The study employs a Systematic literature review (SLR) approach by examining relevant scholarly articles related to omnichannel marketing, AI technologies, and customer experience. The findings indicate that integrated marketing channels supported by AI enhance service personalization, customer engagement, operational efficiency, and the quality of interactions between companies and customers. Furthermore, the implementation of omnichannel strategies contributes to higher customer satisfaction and loyalty by providing a more connected experience across multiple customer touchpoints. However, the implementation of integrated marketing channels still faces several challenges, including fragmented channel integration, technological complexity, high investment requirements, and concerns regarding customer data privacy and security. Therefore, effective management of integrated marketing channels is essential for improving customer experience while creating sustainable competitive advantages for companies in an increasingly dynamic digital era.

The development of the digital economy has driven increased customer interaction through online chat services, making customer satisfaction a key factor in business success. Response speed and chat service quality are two important aspects in shaping the customer experience, but previous research has tended to examine them separately. This study aims to analyze the influence of online chat services and response speed on customer satisfaction partially and simultaneously. The method used is a qualitative approach with a literature review of 12 scientific articles from 2020–2025 obtained from academic databases such as Google Scholar and SINTA. The analysis technique used is descriptive-critical through the identification, comparison, and synthesis of previous research findings. The results show that online chat services have a positive effect on customer satisfaction, primarily through interaction quality such as information accuracy, ease of use, and problem-solving ability. Response speed has also proven to be an important determinant, where a fast response significantly increases customer satisfaction. However, speed without quality has the potential to decrease satisfaction. The discussion shows that the two variables have a complementary and inseparable relationship. Online chat services function as a medium for interaction, while response speed is a quality attribute that determines the effectiveness of the service. Therefore, the integration of both in one model is the main contribution of this research in filling the literature gap, especially in the context of e-commerce in Indonesia.

This study aims to analyze the influence of red tape on public satisfaction with public services in Indonesia. The research focuses on the definition of red tape, the characteristics of administrative procedures in public services, the level of public satisfaction, the influence of red tape on public satisfaction, and the factors influencing the relationship between red tape and public satisfaction. This study used a library research method with a qualitative descriptive approach. Data were obtained through collecting various literature sources such as books, scientific journals, articles, and previous research results relevant to the research topic. The results indicate that red tape is a long, complicated, and excessive bureaucratic procedure that hinders the effectiveness of public services. Furthermore, the results indicate that the quality of human resources, service transparency, bureaucratic culture, and the use of information technology are factors influencing the relationship between red tape and public satisfaction. Digitalization of public services and bureaucratic reform are important solutions to reduce red tape and improve the quality of public services in Indonesia. Thus, it can be concluded that red tape has a significant influence on the level of public satisfaction with public services. Therefore, the government needs to simplify administrative procedures and improve service quality to create effective, efficient, and community-oriented public services.

This study aims to analyze the implementation of public service ethics by front office officers at the Public Service Mall (Mall Pelayanan Publik/MPP) of Samarinda City and its impact on the image of government institutions. As the frontline of public service delivery, front office personnel play a strategic role in shaping public perceptions and fostering public trust in government services. This research employed a qualitative descriptive approach, utilizing in-depth interviews with a functional licensing officer at the Department of Investment and One-Stop Integrated Services (DPMPTSP) of Samarinda City, supported by direct field observations. The findings reveal that the implementation of service ethics at the Samarinda MPP is guided by the principles outlined in Law No. 25 of 2009 on Public Services and the Minister of Administrative and Bureaucratic Reform Regulation No. 15 of 2014 concerning Service Standards. These regulations emphasize the values of integrity, professionalism, accountability, responsiveness, and inclusiveness in service delivery. Furthermore, effective coordination among service tenants, continuous improvement of employee competencies, and adaptation to digital systems such as the Online Single Submission (OSS) platform have contributed significantly to maintaining service quality. The study concludes that the consistent application of public service ethics enhances citizen satisfaction, strengthens public trust, and positively influences the image of government institutions in the community.  

This research aims to discuss online marketing strategies and service quality as well as their impact on post-pandemic cosmetic sales at the Abigail Shop, Sintang Regency. This study applies a qualitative-descriptive approach. Data collection was carried out through interviews, observation and analysis of various documents. Subjects consist of business owners, employees and customers. The validity of the data was tested through Technical Triangulation. Research findings show that Abigail Store's use of Instagram as a digital marketing tool is effective in increasing market reach and attracting customer interest with various creative content, including photos, videos, promotions and testimonials from customers. Apart from that, the direct message and WhatsApp features function to facilitate communication and transactions between sellers and buyers. This research also confirms that high service quality is directly related to customer satisfaction which then results in the frequency of repeat purchases. The increase in sales of Toko Abigail's cosmetic products after the pandemic can be attributed to an effective combination of digital marketing strategies and consistent, high-quality service standards. This study aims to be a reference for business owners in optimizing marketing methods through digital media, while maintaining service quality amidst the rapid development of information technology.

This study aims to analyze the quality of public services at the Kelurahan Air Putih, Samarinda Ulu District, Samarinda City, East Kalimantan. The research uses a descriptive qualitative method with data collected through interviews and questionnaires. The findings indicate that public service quality at Kelurahan Air Putih is generally categorized as good, as reflected in the majority of respondents agreeing with most service quality indicators, including procedural clarity, staff friendliness, service speed, and administrative requirements. Service completion targets approximately 15 minutes when all requirements are met. However, several aspects still require improvement, particularly in terms of information accessibility, service speed, facility availability, and reduction of service barriers. The study concludes that routine internal evaluation and openness to community feedback are key factors in maintaining and improving service quality. In addition, strengthening employee competence through regular training, optimizing digital service systems, improving public communication, and enhancing supporting infrastructure are expected to increase service effectiveness and customer satisfaction. These improvements will also contribute to more transparent, accountable, responsive, efficient, and citizen-oriented public services while supporting sustainable improvements in local government administrative performance and public trust.

This study aims to analyze the effectiveness of public services at the Samarinda Public Service Mall in realizing the principles of good governance. The methods used in this study are observation and direct interviews with agencies and community service users. Interviews were conducted with the Head of General Affairs and Personnel at the Samarinda City Investment and One-Stop Integrated Services Office and several community members who were processing administrative matters at the Samarinda MPP. The observation results indicate that the quality of service at the Samarinda MPP is classified as very good. Service staff and security personnel appear friendly, communicative, and responsive in assisting the community. The available service facilities are also quite complete and comfortable, thus supporting a more effective and organized public service process. The interview results indicate that the community is very satisfied with the services provided, both in terms of speed of service, ease of obtaining information, comfort of facilities, and the attitude of staff in assisting the community. In addition, services at the Samarinda MPP have implemented several principles of good governance such as effectiveness, efficiency, responsiveness, transparency, and equality of service. Based on the results of the study, it can be concluded that public services at the Samarinda MPP have been running well and are able to provide effective, humanistic services, and are oriented towards public satisfaction.

Fierce competition in the tourist bus industry, especially in the price segment, requires companies to understand the key factors that influence customer satisfaction. This study aims to analyze the influence of service quality, price, and brand image on customer satisfaction of PO Jurus Elang in Semarang City through a quantitative approach with an explanatory survey involving 136 respondents selected by purposive sampling. Data were obtained from a Likert scale questionnaire and analyzed using SEM-PLS via SmartPLS. The results of the analysis indicate that service quality and price have a positive but insignificant influence, while brand image has a positive and significant influence on customer satisfaction, with an R-square value of 0.721, reflecting good model strength. These findings emphasize that brand image is a major factor in increasing customer satisfaction, while service quality and price are more likely to be viewed as minimum standards by customers.

Public Wi-Fi services (Wifi_STAKat) at the State Catholic College of Pontianak continue to face technical issues, such as network speed and connection stability, as well as non-technical challenges, including the responsiveness of administrators to user complaints. This study aims to analyze user satisfaction based on the five Servqual dimensions and to map improvement priorities using the Importance–Performance Analysis (IPA) method. The relationship between Servqual and IPA is explained by mapping GAP values (perception–expectation) into the four IPA quadrants to determine the urgency level of service improvements. A 4-point Likert scale was used to avoid neutral responses and strengthen the clarity of respondents’ perceptions. The results show that all dimensions have negative GAP scores, particularly responsiveness and reliability, which are directly related to technical indicators (speed, stability, coverage) and non-technical factors (responsiveness to complaints, ease of access. The study recommends integrating an IT-based monitoring system and increasing network capacity to improve service quality.

This study aims to understand the role of E-Commerce in building customer loyalty, explain the process of loyalty formation, and assess how customers perceive service quality in relation to loyalty, using the GoFood service in Jombang as a case study. The rapid growth of online food delivery services has intensified competition, making customer loyalty a critical factor for sustainability. Employing a qualitative case study approach, data were collected through in-depth interviews with 30 GoFood customers and several drivers in the Jombang area. The findings reveal that E-Commerce platforms significantly enhance loyalty through user-friendly application interfaces, supporting features (such as live tracking, history, and digital payments), and beneficial promotions. The loyalty formation process occurs gradually through consistent positive experiences, moving from customer satisfaction to trust, and ultimately to habitual use. Crucially, the quality of driver services—including politeness, effective communication, punctuality, and order accuracy—emerged as a key determinant of customer comfort and repeat orders. This study implies that for E-Commerce platforms to maintain a competitive edge, strategies must integrate digital convenience with consistently reliable human interactions. The research contributes empirical insights from a semi-urban Indonesian context, highlighting that customer loyalty is not merely transactional but is built on a combination of technological ease, economic value, and positive interpersonal service experiences.

This study aims to analyze the level of student satisfaction in paying tuition fees (UKT) through the BRImo application at Universitas Negeri Gorontalo. The research applies the service quality (SERVQUAL) framework, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A qualitative descriptive approach was employed, with data collected through in-depth interviews, direct observations, and documentation. Participants included students who actively use the BRImo application for UKT payments as well as staff responsible for tuition management. Data analysis followed a systematic process involving data reduction, data display, and drawing conclusions to ensure accuracy and clarity of findings. The results indicate that using the BRImo application for tuition payment offers significant convenience and efficiency, allowing students to complete transactions without physically visiting the university payment office. Despite these benefits, several challenges were identified, including failed transactions, delays in payment confirmation, and suboptimal responses from customer service staff. Overall, the study concludes that student satisfaction with tuition payments via BRImo is considered fairly good. Nevertheless, improvements in reliability and responsiveness are recommended to further enhance the user experience and optimize the quality of service provided.  

This study explores the relationship between service quality dimensions and customer loyalty in high-contact service industries, including healthcare, hospitality, and financial services, particularly in emerging markets. Using the SERVQUAL model, which identifies five key dimensions tangibles, reliability, responsiveness, assurance, and empathy the research examines how these dimensions influence customer loyalty. A quantitative research design is employed, with data collected through a cross-sectional survey of 400 respondents using a structured questionnaire. The study analyzes service quality, customer satisfaction, and loyalty using Structural Equation Modeling (SEM), regression analysis, and Exploratory Factor Analysis (EFA). Findings reveal that reliability and empathy are the most influential factors in fostering loyalty, with customer satisfaction acting as a mediator. Additionally, the research highlights the role of perceived value and customer experience in moderating these effects, particularly in sectors like healthcare and hospitality. The study extends the SERVQUAL model by integrating new dimensions such as customer experience and perceived value, offering a more comprehensive framework for understanding service quality in high-contact industries. These insights provide actionable recommendations for service managers to enhance customer loyalty by addressing both functional and emotional aspects of service quality

This study is motivated by the importance of maintaining consumer satisfaction amidst increasingly fierce competition in the culinary business, where Warteg Bunana faces challenges in the form of a decline in the number of customers over the past two years. The objective of this research is to determine and analyze the influence of social media promotion, location, and perceived value on consumer satisfaction at Warteg Bunana in Batam City. The research method used is a quantitative approach with a survey method through the distribution of questionnaires to 100 respondents selected using simple random sampling techniques. Data were analyzed using multiple linear regression analysis via SPSS software. The findings indicate that simultaneously, social media promotion, location, and perceived value have a significant effect on consumer satisfaction with an F value of 21,940 and a significance value of 0.000 < 0.05. Partially, all three variables also have a significant influence on consumer satisfaction. The coefficient of determination (R Square) of 0.407 shows that these variables explain 40.7% of consumer satisfaction. The implications of this research suggest that Warteg Bunana management needs to increase social media promotion consistently and maintain location comfort and service quality to improve consumers' perceived value on a sustainable basis

The Free Nutritious Meal Program (MBG) is one of the government’s strategic policies aimed at improving students’ nutritional status and learning quality, particularly at the junior high school level. Early adolescence, aged 13–15 years, is a critical growth period that requires optimal nutritional intake, while national surveys still indicate deficiencies in energy and protein intake among this age group. This study aims to describe the implementation of the MBG Program and the level of student satisfaction as direct beneficiaries. The research employed a quantitative descriptive design conducted over one month in the working area of SPPG Yayasan Bina Bangsa Semarang, Gunungpati, Semarang City. The sample consisted of 101 junior high school students selected using purposive sampling techniques. Data were collected through structured questionnaires covering program implementation and student satisfaction aspects. The findings revealed that most students assessed the program implementation as high to very high. Student satisfaction was also categorized as high, particularly regarding food quality, portion adequacy, cleanliness, safety, and service. The MBG Program was considered effective in improving learning concentration, reducing unhealthy snacking habits, and encouraging healthy eating patterns. This study concludes that the MBG Program has been implemented effectively and is relevant in supporting sustainable improvements in students’ nutritional status and educational quality.

The Free Nutritious Meal Program (MBG) is one of the government’s strategic policies aimed at improving students’ nutritional status and learning quality, particularly at the junior high school level. Early adolescence, aged 13–15 years, is a critical growth period that requires optimal nutritional intake, while national surveys still indicate deficiencies in energy and protein intake among this age group. This study aims to describe the implementation of the MBG Program and the level of student satisfaction as direct beneficiaries. The research employed a quantitative descriptive design conducted over one month in the working area of SPPG Yayasan Bina Bangsa Semarang, Gunungpati, Semarang City. The sample consisted of 101 junior high school students selected using purposive sampling techniques. Data were collected through structured questionnaires covering program implementation and student satisfaction aspects. The findings revealed that most students assessed the program implementation as high to very high. Student satisfaction was also categorized as high, particularly regarding food quality, portion adequacy, cleanliness, safety, and service. The MBG Program was considered effective in improving learning concentration, reducing unhealthy snacking habits, and encouraging healthy eating patterns. This study concludes that the MBG Program has been implemented effectively and is relevant in supporting sustainable improvements in students’ nutritional status and educational quality.

This study aims to analyze the effect of price and e-service quality on e-satisfaction at Ninetech Store on the Shopee marketplace, both partially and simultaneously. This study uses a quantitative method with an associative approach. The research subjects were Ninetech Store customers, with a sample size of 96 respondents obtained through sampling techniques using the Rao Purba formula. Data were collected through questionnaires and analyzed using validity tests, reliability tests, classical assumption tests, simple and multiple linear regression analysis, correlation coefficients, determination coefficients, and hypothesis testing. The results show that price has a positive and significant effect on e-satisfaction, as does e-service quality, which also has a positive and significant effect on e satisfaction. In addition, price and e-service quality were simultaneously proven to have a significant effect on the e-satisfaction of Ninetech Store customers on the Shopee marketplace. The results of this study are expected to be taken into consideration by Ninetech Store in formulating pricing strategies and improving the quality of electronic services to increase customer satisfaction.

The Karanggawang, Demak location, service quality, and facilities offered by Jaya Abadi Motor Workshop are all examined in this study in connection to customer satisfaction. The study used quantitative methods to choose hundreds of volunteers. SPSS version 26 was utilized for the analysis, which employed multiple linear regression. Service quality, location, and resources all affect customer satisfaction, the results showed. An Adjusted R2 score of 0.440 indicates that these three factors explain 44% of the variation in customer satisfaction.