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Patient experience reflects patient’s comprehensive perceptions of service quality, the physical environment, and communication with healthcare providers. This study was motivated by the need to foster positive patient experience in the Pharmacy Installation of Graha Sehat Hospital, Probolinggo through improvements in service quality, servicescape, and effective communication. The objective of this research was to analyze the effects of service quality and servicescape on patient experience, with effective communication serving as an intervening variable. A quantitative approach was employed using Structural Equation Modeling (SEM) with AMOS. A total of 180 outpatient pharmacy patients were selected through voluntary sampling, with the sample size determined based on Hair’s method. The findings indicate that service quality, servicescape, and effective communication simultaneously exert a positive and significant effect on patient experience. Partially, service quality has a positive and significant effect on patient experience, while servicescape does not have a direct significant effect on patient experience. Effective communication, however, demonstrates a positive and significant influence on patient experience. Furthermore, effective communication significantly mediates the relationship between servicescape and patient experience, but it does not mediate the relationship between service quality and patient experience. The managerial implications for hospital management highlight the need to strengthen service quality improvement strategies, optimize spatial layout and environmental comfort in the pharmacy setting, and establish concise communication standards that include essential medication counseling points. Such measures are necessary to ensure that communication quality remains consistent, even during peak patient volume periods with limited-service time.

Kyriad Hotel Arra Cepu is a star-rated hotel located in Blora Regency that plays an important role in supporting tourism activities, business travel, and the development of the local hospitality industry. Despite its strategic position, initial observations and discussions with hotel management revealed several challenges related to service quality, which has not yet fully aligned with current hospitality industry standards. These challenges include limited continuous staff training, inconsistencies between employee competencies and established standard operating procedures, and insufficient professional communication skills. In response, a community service program was developed in the form of competency-based training specifically tailored to the needs of Kyriad Hotel Arra Cepu. The program aims to enhance human resource quality through structured and intensive training aligned with the Indonesian National Work Competency Standards in the hospitality sector, covering Front Office, Housekeeping, Food and Beverage Products, and Food and Beverage Service. The training was implemented using a participatory and hands-on approach supported by ongoing coaching. Training materials included hotel hygiene and sanitation, excellent service practices, telephone operator etiquette, and basic English communication. This program provides direct benefits by improving employee competence, professionalism, and guest satisfaction, while also supporting the implementation of the Tri Dharma of Higher Education and strengthening collaboration between academia and the hotel industry. The expected outcomes include improved staff skills, higher service quality, and a replicable training model for similar hotels.

Customer satisfaction has become a major focus in the development of modern services as the role of the service sector in the regional economy increases, including in the city of Balikpapan. However, the literature discussing customer satisfaction models shows conceptual and methodological fragmentation, requiring a systematic synthesis to identify theoretical patterns and current research developments. This study aims to map customer satisfaction models in the service industry through a Systematic Literature Review (SLR) approach using the PRISMA guidelines. A total of 20 articles selected from the last five years were analyzed to identify dominant constructs, methodological approaches, and relevant research trends. The review results show that customer satisfaction models have evolved from traditional service quality-based approaches to models that integrate customer experience, perceived value, trust, and digital dimensions such as personalization and AI-based services. The findings also emphasize the importance of local context, especially in the service sector in Balikpapan, where cultural factors, customer behavior, and the dynamics of city growth influence the structure of satisfaction models. Overall, this study provides a synthesis framework that can be used as a theoretical and practical foundation for designing service quality improvement strategies and developing a further research agenda in the service sector.

This study investigates strategies for improving social rehabilitation services for people with physical disabilities through technology-based approaches and family involvement at UPT Social Rehabilitation Bina Laras Pasuruan, East Java. Employing a qualitative case study design, data were collected through in-depth interviews, focus group discussions, observation, and documentation with rehabilitation staff, persons with disabilities, family members, and technology specialists. Findings reveal that integrating digital technologies—including mobile health applications, telemedicine platforms, and assistive devices—significantly enhances service accessibility and monitoring capabilities. Structured family involvement programs, encompassing psychoeducation sessions, home-based care training, and support groups, demonstrate substantial improvements in rehabilitation outcomes. Critical success factors include adequate technological infrastructure, staff digital literacy, family commitment, and inter-agency coordination. Challenges include the digital divide, resistance to technological adoption, and sustainability concerns. The research concludes that a hybrid model combining technology-enabled services with intensive family participation offers the most promising approach and recommends policy frameworks that institutionalise these innovations while ensuring equitable access across diverse beneficiary populations

The Baayun Counseling Socialization Program at the Health Center is designed to improve the understanding and skills of health workers in implementing a more humane and local culture-based counseling approach. Baayun counseling is a therapeutic communication method that integrates cultural values in the interaction between health workers and patients, so that services become more personalized, empathetic, and meaningful. This program is carried out through several stages, namely needs analysis, socialization, and effectiveness evaluation. The main target is health workers in primary services who interact directly with patients. The expected results of this program include improving the competence of health workers in understanding and implementing Baayun Counseling, as well as increasing patient satisfaction and compliance with health services. Program evaluations show that this approach is able to create positive changes in communication patterns, strengthen the relationship between health workers and patients, and improve the overall quality of counseling services. By adopting Baayun Counseling, Puskesmas can strengthen the cultural dimension in health services, making them more relevant and responsive to the needs of local communities. The program also has the potential to be replicated in other culturally rich regions as part of a community-based health service quality improvement strategy.

Sentiment analysis of guest reviews is a crucial aspect in improving the quality of hotel services. This study aims to analyze the sentiment of guest reviews regarding the services of Grand Diamond Hotel Yogyakarta using a machine learning approach with the Support Vector Machine (SVM) algorithm. SVM was chosen because it can handle high-dimensional data such as text and is capable of forming an optimal separating hyperplane between sentiment classes. The research data was obtained through web scraping from Traveloka, yielding 1,119 reviews, which were processed through preprocessing, translation, and sentiment labeling using the TextBlob library. After TF-IDF weighting, the data was divided into 80% for training and 20% for testing. The linear kernel SVM model achieved 80% accuracy in classifying the reviews into positive, negative, and neutral categories. The results of this study were implemented in a web-based application equipped with data visualization and model evaluation features, allowing hotel management to efficiently monitor and analyze guest sentiment and support data-driven service quality improvement.

This study investigates the impact of taste and service quality on customer loyalty, with customer satisfaction serving as a mediating variable, at Dapoer MbokSum Kediri. The research adopts a quantitative approach, utilizing both primary and secondary data sources. Primary data were obtained through the distribution of structured questionnaires to customers, while secondary data were collected via interviews with the business owner and direct field observations to gain a deeper understanding of operational practices. A total of 120 respondents were selected through accidental sampling, ensuring that participants met specific criteria relevant to the study objectives. The data analysis was conducted using SmartPLS 4.0, incorporating validity and reliability testing to ensure the robustness of the measurement instruments, as well as hypothesis testing to evaluate the relationships between variables. The results of the analysis indicate that both taste and service quality exert significant and positive influences on customer satisfaction. Furthermore, service quality demonstrates a significant and direct positive effect on customer loyalty. In contrast, taste does not show a direct influence on loyalty, suggesting that its effect on loyalty is more indirect and mediated by satisfaction Additionally, the mediation analysis confirms that customer satisfaction plays a critical role in linking both taste and service quality to customer loyalty. This implies that while customers may appreciate the taste of food, it is their overall satisfaction—encompassing both taste and service experiences—that ultimately drives loyalty. The study highlights the importance for culinary businesses, particularly in the competitive food service industry, to focus not only on product quality but also on delivering excellent service to enhance satisfaction and foster long-term customer relationships. The findings provide practical insights for Dapoer MbokSum Kediri and similar establishments to strategically prioritize service quality improvements alongside maintaining food taste to maximize customer retention and loyalty.

This study aims to explore the role of digital-based operational innovation in enhancing the competitiveness of Micro, Small, and Medium Enterprises (MSMEs) in Indonesia. The background lies in the growing need for MSMEs to adapt to technological advancements in order to maintain their existence and improve business performance amid increasingly intense competition. Using a qualitative approach with a literature review method, data were collected from various credible academic sources published within the last five years (2019–2024), including journals, institutional reports, and relevant literature. The findings reveal that the adoption of technologies such as digital point-of-sale (POS) systems, cloud-based inventory management, and Customer Relationship Management (CRM) significantly contributes to operational efficiency, market expansion, and service quality improvement. However, the digitalization process among MSMEs still faces several challenges, including low digital literacy, limited infrastructure, and inadequate access to training. In conclusion, the success of MSME digital transformation heavily depends on the collaboration between business actors, government, academia, and other stakeholders to build an inclusive and sustainable digital ecosystem.

This research aims to identify and analyze service quality issues in the Foxxsniff perfume startup using the Fishbone diagram method. A qualitative descriptive approach is employed with data collection techniques through observation, in-depth interviews, and documentation studies. Data analysis utilizes check sheets, pareto charts, and fishbone diagrams. The research results are expected to identify service quality dimensions that require improvement and their root causes. The implementation of the Fishbone method in service quality management is expected to contribute to the development of service quality improvement strategies for the Foxxsniff perfume startup.

Abstract. This study examines the impact of product quality and price on consumer satisfaction at Toko Batik Katura, Cirebon Regency, aiming to provide relevant strategies to enhance customer loyalty. An explanatory research method was employed to explain the causal relationship between product quality, price, and consumer satisfaction variables. Data collection was conducted through direct observation, questionnaires using a Likert scale, and documentation, involving 100 respondents selected through purposive sampling. The results indicate that product quality and price significantly influence consumer satisfaction, with a correlation coefficient of 0.9938 and a determination coefficient of 98.76%. This study recommends product innovation development, flexible pricing strategies, service quality improvements, and the utilization of digital platforms as part of a modern marketing approach. Keywords: Product Quality, Price, Consumer Satisfaction, Customer Loyalty, Marketing Strategy, Digital Platforms, Product Innovation, Service Quality, Explanatory Research. Abstrak. Penelitian ini mengkaji dampak kualitas produk dan harga terhadap kepuasan konsumen di Toko Batik Katura, Kabupaten Cirebon, dengan tujuan untuk memberikan strategi yang relevan guna meningkatkan loyalitas pelanggan. Dalam penelitian ini, metode explanatory research digunakan untuk menjelaskan hubungan kausal antara variabel kualitas produk, harga, dan kepuasan konsumen. Pengumpulan data dilakukan melalui observasi langsung, kuesioner dengan skala Likert, dan dokumentasi, melibatkan 100 responden yang dipilih secara purposive sampling. Hasil menunjukkan bahwa kualitas produk dan harga secara signifikan memengaruhi kepuasan konsumen, dengan koefisien korelasi sebesar 0,9938 dan koefisien determinasi sebesar 98,76%. Penelitian ini merekomendasikan pengembangan inovasi produk, strategi harga yang fleksibel, peningkatan kualitas layanan, serta pemanfaatan platform digital sebagai bagian dari pendekatan pemasaran modern. Kata kunci: Kualitas Produk, Harga, Kepuasan Konsumen, Loyalitas Pelanggan, Strategi Pemasaran, Platform Digital, Inovasi Produk, Kualitas Layanan, Penelitian Eksplanatori.

This study aims to analyze the best-selling ice cream sales data in 2022 from the Mixue Karangjati franchise in Semarang Regency, as well as calculate the contribution margin ratio (RCM) and break-even point (BEP) in units and monetary value for each item. Sales data and related costs are processed to gain insights into the company's financial performance. The analysis results indicate that the RCM for the year 2022 is 7.4%, while the BEP in units and monetary value has been calculated for each item. Additionally, planning recommendations for the future are provided, including product diversification, cost monitoring, technology utilization, and service quality improvement. This study provides crucial insights for management in financial planning and strategic decision-making to achieve the company's business goals.

The quality of hospital services will affect patient satisfaction and also their loyalty in using these facilities and the rapid development of health services currently requires hospital managers to run their business well. in the hospital. This study uses the method of literature review (literature review) with search engines used in literature searches including Google Scholar and Research gate with the keywords Service Quality Improvement, Lean Six Sigma, Hospitals. The resulting articles were selected based on publications published between 2018 and 2023. The results showed that the application of lean six sigma in hospitals in improving the quality of their services can be carried out through the DMAIC (Define, Measure, Analyze, Improve, Control) approach. The conclusions of this study indicate that the application of lean six sigma can reduce difficulties, increase speed, and separate activities that have added value or value added from activities that have no added value or non-value added in hospitals, such as improving service quality by setting priorities by according to the highest gap required by the patient.

The hospital is an important organization and is engaged in providing health services  that focus not only on medical service issues but also on non-medical service issues. The hospital guarantees the availability of medical devices to the availability of equipment that can affect the  quality of health services provided, including patient satisfaction. Therefore the purpose of this  study is to determine the analysis of the procurement of medical equipment logistics in hospitals.  The method used in this research is literature review from seven national journals obtained using  online database facilities via Google pages scholar and researchgate. The selected journal is based on its publication published from 2018-2023. The research results show that the analysis of logistics planning and procurement activities of medical devices in several hospitals in Indonesia  have various differences. The difference consists of hospitals that already have a plan logistics is good and some are not running perfectly. Procurement of medical devices that have not been good  due to several factors, one of which is an inadequate budget. So that management or logistics  management of medical devices is needed in hospitals so that medical devices are always available  in accordance with quality standards hospital health.