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As a vocational education institution, SMK Swadhipa 1 Natar is required to provide adequate facilities to support the development of its students' technical and practical skills. Although some facilities are already available, student complaints remain regarding the condition, availability, and utilization of these services, particularly those related to information technology.This study aims to analyze the level of student satisfaction with information technology services at SMK Swadhipa 1 Natar using a combination of Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The study was conducted through a quantitative approach by distributing questionnaires to 100 respondents selected using stratified random sampling techniques. The data collected were analyzed to determine the overall satisfaction score and identify factors of information technology services that were a priority for improvement. The results of the CSI analysis showed that the level of student satisfaction with school information technology services was in the good category, with an average score of 82%. Furthermore, the results of the IPA analysis revealed that information technology services such as computer services in the school lab, wifi networks, and school websites consisting of school exam applications, student registration applications and information about the school on the website were in the top priority quadrant because they had a high level of importance but their performance was still low. Based on these results, it can be concluded that although in general students stated that they were quite satisfied with the information technology services available, there were several important aspects, especially technology-based information technology services, that needed more attention from the school. Thus, recommendations for improving technological infrastructure and periodic evaluation of educational information technology services can help SMK Swadhipa 1 Natar in improving the quality of educational services and student satisfaction. 

Laskar Buah is a modern retail chain specializing in the sale of fresh fruit. At present, the company operates one hundred branches across ten regencies. One of its outlets, Laskar Buah Ngumpakdalem, ranks among the top three branches in terms of transaction volume; however, it has received a considerable number of customer complaints regarding the quality of service provided. This situation has prompted management to conduct a thorough evaluation of the store’s service quality.This study was conducted with the aim of analyzing and evaluating service quality using the Importance–Performance Analysis (IPA) method based on the Retail Service Quality Scale (RSQS). The results of the IPA analysis were subsequently used as a foundation for determining priority areas for service improvement.The findings reveal that four service attributes fall within Quadrant B, indicating that they should be prioritized for immediate improvement. These attributes include the cleanliness of the shopping area, store layout, employee product knowledge, and product quality. Additionally, twelve attributes fall under Quadrant C, where performance should be maintained due to their already strong results. On the other hand, eleven attributes fall into Quadrant A, meaning they are considered lower  priority, while one attribute is located in Quadrant D, suggesting that Laskar Buah Ngumpakdalem is providing excessive performance in that particular aspect.

Micro, small, and medium-sized enterprises (MSMEs) producing tahu bakso face intense market competition and need efficient marketing strategies to maintain competitiveness. This study aims at developing strategy by identifyng criteria and selecting the optimal strategies. The research adopts the 4P marketing mix framework-product, price, place, and promotion-combined with the TOPSIS (Teqnique for Order Preference by Similarity to Ideal Solution) method. Five main criteria were identified: product price, retail location, product promotion, customer service quality, and product development. The weighting results show that produc price and customer service quality are the most importan factors, each with a weigh of 0.208. TOPSIS analisys indicates that stategy A8 - improving employee performance through targeted training and development-achieves the highest preference value. Improving employee performance is a strategyc priority, as it directly enhances service quality, customes satisfaction, and overall marketing effectiveness.  

The purpose of this article is to examine how customer happiness at Kenzie Barbershop in Medan is impacted by pricing, location, and service quality. 96 respondents (customers) made up the sample for the quantitative approval. The findings indicate that customer happiness is significantly positively impacted by service quality, with location and pricing coming in second and third. The results indicate that in order to boost client happiness, Kenzie Barbershop should give priority to enhancing service quality. In order to draw in and keep clients, the barbershop should also think about its advantageous location and affordable prices.At Kenzie Barbershop, pricing, location, and service quality all have a positive and considerable simultaneous impact on client satisfaction.

This study aims to analyze the internal and external conditions of Kedai Kubo Kopi in Bandar Lampung using the SWOT approach and identify priority factors in marketing strategies to increase sales volume. A qualitative approach was used through interviews with owners, employees, and customers to obtain relevant data. The results of the SWOT analysis show that Kedai Kubo has strengths in high-quality manual brew coffee products, affordable prices, strategic location, friendly service, and attractive interior design. Its weaknesses include limited product variety, low profit margins, limited space during peak hours, dependence on digital promotions, and inadequate staff. Opportunities that can be utilized are the increasing public interest in quality coffee, potential collaboration with influencers, the growth of the coffee market in Indonesia, and the use of social media. The threats faced are competition from large coffee shops and franchises, fluctuations in raw material prices, changes in coffee consumption trends, and reputation risks due to inappropriate promotions. These findings indicate that Kedai Kubo Kopi needs to maximize existing strengths and opportunities, as well as overcome weaknesses and mitigate threats to increase sales volume effectively.  

This research analyzes user sentiment reviews of the KAI Access application from Google Play Store to improve customer service at PT Kereta Api Indonesia. The study uses a Natural Language Processing (NLP) approach with the Latent Dirichlet Allocation (LDA) algorithm to extract main topics from 10,000 reviews collected from April 2024 to April 2025. Analysis results show 40.7% positive sentiment reviews and 49.3% negative. After data preprocessing through case folding, normalization, tokenization, stopword removal, and stemming, seven optimum topics were found from negative sentiment with a coherence score of 0.508343 and two optimum topics from positive sentiment with a coherence score of 0.511673. Analysis based on five service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) reveals that the reliability dimension becomes the main issue, including system instability, transaction failures, login difficulties, and data inaccuracy. The responsiveness dimension is the second priority, with users expecting fast and responsive service to complaints. The results of this study provide recommendations for PT KAI to prioritize improvements in system reliability and responsiveness aspects to enhance the overall user experience, which will ultimately impact customer satisfaction and loyalty.    

This study aims to analyze and explore more deeply the concept of electronic word of mouth (eWOM) by examining the role of electronic service quality, with trust as an exogenous variable and electronic satisfaction as a mediating variable. The phenomenon of consumer behavior in the context of e-commerce continues to grow in line with the rapid increase in internet users. In Indonesia, internet users are projected to reach 72.8 million people, making the country the third-largest in internet penetration among ASEAN nations. This surge in internet usage has significantly influenced online shopping behavior, especially among digital-savvy consumers. However, this trend contrasts sharply with the declining performance of offline retail, as shopping centers are witnessing a drop in consumer visits. This decline is largely driven by three major factors: (1) shifting consumer preferences, (2) decreasing employment in physical retail sectors, and (3) a rapid rise in the number of online stores.The research utilizes primary data, collected from respondents who have made online purchases from two major marketplaces in Indonesia—Tokopedia and Lazada. The data were analyzed using the Smart PLS software to test the relationships between the variables. The results indicate that electronic service quality has a positive and significant effect on eWOM when mediated by trust. However, the direct effects of service quality and satisfaction on eWOM were found to be statistically insignificant. The findings suggest that building customer trust through enhanced service quality is a strategic priority for e-commerce platforms aiming to encourage consumers to share positive online recommendations.

This study aims to understand the effect of product innovation on customer satisfaction and trust, focusing on customers in the electronics sector. Product innovation is considered a strategic element capable of increasing customer utility, creating competitive advantage, and strengthening the relationship between companies and customers. Using a quantitative approach, data was collected through a survey to explore customer perceptions related to innovation, satisfaction, and trust. The results show that product innovation significantly affects customer satisfaction, especially through the relevance of the features offered, product quality, and adequate after-sales service. Customer trust in the company is also influenced by the success of product innovation to create real added value. This trust is formed through consistency in product quality and transparency in communication. This research implies that companies need to make innovation a strategic priority that is oriented towards customer needs. A deep understanding of customer preferences and expectations through market research and direct feedback is essential to support the innovation process. Effective communication to explain the benefits of innovation to customers should be part of the marketing strategy. With this approach, product innovation can be an instrument that increases customer satisfaction and trust, and creates long-term beneficial relationships.

This study aims to determine the quality of service to increase priority customers at PT. Bank Sumut Syariah KCP Marelan Raya and to determine the implementation of service quality to increase priority customers at PT. Bank Sumut Syariah KCP Marelan Raya. This study is qualitative with a descriptive approach. The type of data is qualitative data with primary data sources, namely interviews with certain parties, as well as secondary data obtained by researchers from the first source. The methods used in this study are interview methods, observation, documentation, and literature studies. The results of this study are the implementation of the quality of customer service of a bank, of course, encountering many services or conveniences provided by the bank when visiting or requiring administrative matters, these various methods are intended so that the matters owned by customers can be completed, and customers feel satisfied. Providing the best service to every customer owned must be a priority of the banking business. This can provide comfort to customers who come, so that their loyalty continues to increase. Improving the quality of service in general can be done in various ways, which can also be adjusted to the main values ​​of the banking business provided. The implementation of service quality is not only that which is directly provided when customers come to the branch office, but also on other channels when customers come into contact with banking services.

BRT Trans Jateng is a government mode of transportation that cannot be separated from the principle of good and quality public services for customers with disabilities. The aim of this research is to measure the effectiveness of Trans Jateng BRT services for customers with disabilities, especially in the city of Surakarta. The design of this research is to use the Fuzzy SERVQUAL method to measure the level of satisfaction of disabled customers with BRT Trans Jateng services. The sampling technique used was purposive sampling using 30 samples of disabled customers in the city of Surakarta. Here it can be seen that all of the five dimensions measured require improvement. Improvements are carried out based on the priority of the largest gap value. From the results of data processing, the first rank is the tangible dimension with a gap value of -2.0167, then the second rank is the empathy dimension with a gap value of -1.9583, the third rank is the responsiveness dimension with a gap value of -1.95, in the fourth rank is the assurance dimension with a gap value of -1.92, and the fifth rank of the reliability dimension with a gap value of -1.89

To achieve excellent service, a company’s employees must possess certain qualities, such as a passion for work and an attitude of always being ready to assist as well as having the capacity to handle customer complaints professionally. Service to service users at Yogyakarta International Airport, both at the departure terminal and arrival terminals, is critical for passengers. One of these is transit and transfer services for passengers. The purpose of this research is to find out the impact of Transit and Transfer officers’ service quality on passenger satisfaction and to identify what service quality attributes transit and transfer officers at Yogyakarta International Airport should develop. This research employed the importance-performance analysis (IPA) approach. The sample size was 100 respondents, obtained by distributing questionnaires to 100 respondents who were in transit or transferring at Yogyakarta International Airport and measured using the Slovin formula. The data were analyzed using Gap analysis with the SERVQUAL method and importance-performance analysis (IPA). The research results show that the analysis of the level of conformance and the reality-expectation gap based on the five SERVQUAL dimensions of the service quality of Transit and Transfer officers at Yogyakarta International Airport is good in satisfying passenger expectations. The average gap dimension analysis indicates that the service of Transit and Transfer officers are providing satisfactory service based on passengers’ perceptions, with an average score of <-1. Based on the Cartesian diagram mapping, 6 attributes are considered important by passengers and need priority action and carry out evaluations and improvements based on the mapping results through importance-performance analysis, with the physical evidence dimension resulting in the lowest quality dimension and requiring priority improvement action.

The development of an institution cannot be separated from the role of the community it self. Apart from quality, the institution must also give priority to the community, consumert or customers to maintain the continuity of the institution or argency. The activities of Islamic banking institutions must be carried out as closely as possible in introducing the products and services offered by Islamic banking with the aim of increasing or even increasing public interest and trust. In connection with this research, this thesis aims to determine the lack of public interest in choosing Islamic banking products. This type of research is qualitaive research and the data collection techniques are observation, interviews and documentation. This research involved 30 respondents in Mekar Sari Village, Kumpeh districh, consisting of various professions. From the results of research conducted by researchers, 8 respondents stated that they were interested in Islamic banking , but only 3 respondents had used Islamic banking services, and the remaining 14 respondents were not interested and used conventional banking services, then 8 respondents did not respond because they assumed that Islamic banking and conventional bank are the same. Based on the data analysis from this research, the public understanding of Islamic banking are internal and external factors, including personality, motivation, attitudes, beliefs lifestyle, religion, experience, family, culture, society and service. Of   these factors, the most dominant main factors are attitude and belief factors, personality factors and community factors themselves.

The purpose of this study was to determine the quality of service related to customer satisfaction at the Serang branch of Bank BJB Syariah. This research is a quantitative research that focuses on testing hypotheses for bipolar data. Data collection techniques through questionnaires are used as a sampling method. To measure each test, the results of 55 main customers of the Serang Branch of the BJB Syariah bank were used which consisted of 22 questions. The results of hypothesis testing show that the quality of service perceived by priority customers of Bank BJB Syariah Serang Branch is very good, influencing customer satisfaction by 87%.    

Customer satisfaction is very important to a company's services, because satisfied customers will come back, buy more, spread the experience to another friend, and is willing to pay more to do business with a trusted provider. Efforts to maintain customer satisfaction one of which is to monitor what they want from the services that are presented. This study aimed to measure the level of customer satisfaction in the business of outdoor education and training, in which customer satisfaction is measured on the dimensions of perceived service and expected service. The population in this study is service users of the outdoor education and training at the Centre for Education and Training Managerial Behavior University of Wijaya Putra that training in January and June 2014, samples were taken by purposive random sampling technique amounts to 143 people. The variables of this study customer loyalty, service quality, perceived quality, perceived value, and customer expectation and customer complaints. Analysis of the data used is multiple linear regression analysis with hypothesis testing with the F test and t test. The expected outcome of this research is the acquisition of the factors that affect customer satisfaction on service providers of outdoor education and training, in terms of quality of service indicators (tangibles, reliability, responsiveness, assurance and empathy). The results show that there is good agreement between the performance perceived by the user's expectations of the outdoor education and training services. These conditions can be considered satisfactory by management for the success of providing the best service to users of the service. Cartesian diagram determine the right strategy for the management to improve service quality are a top priority especially.