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This study aims to analyze the effect of service quality on customer satisfaction in the retail sector. The background of this study stems from the importance of service quality in improving customer satisfaction, which ultimately influences loyalty and purchasing decisions. In an increasingly competitive retail environment, customer satisfaction plays a pivotal role in shaping consumer behavior. The method used in this study is a survey with a quantitative approach, where data is collected through questionnaires distributed to 150 customer respondents across several retail stores. The collected data were analyzed using regression analysis techniques to test the relationship between service quality and customer satisfaction variables. The findings of this study indicate that service quality significantly influences customer satisfaction, with service speed and staff friendliness identified as the most dominant factors. These results highlight the essential role of service quality in driving customer satisfaction and suggest that retail businesses should prioritize enhancing these aspects of service to meet customer expectations. The implication of these findings is the importance for retail companies to continually improve service quality as a strategic approach to retain customers and increase their satisfaction. This study contributes to the development of service theory, providing insights into the dynamics between service quality and customer satisfaction. Additionally, it offers practical recommendations for managers in the retail sector, emphasizing the need for a customer-focused approach to enhance competitive advantage in the market.

This study investigates the influence of the marketing mix (product, price, promotion, and place) on purchase decisions for automotive products at PT. XYZ Sidoarjo. Using a quantitative approach, data were collected from 150 consumers who had purchased vehicles, spare parts, or services within the last six months. A structured questionnaire measured the four marketing mix elements and purchase decision using a 5-point Likert scale. Multiple linear regression analysis was applied to test the partial and simultaneous effects of the independent variables on the dependent variable. The results indicate that all four elements significantly and positively affect purchase decisions, with price emerging as the most dominant factor. The model’s Adjusted R² value of 0.915 shows that the marketing mix variables explain 91.5% of the variation in purchase decisions. These findings reinforce the relevance of the 4P framework in the automotive sector and highlight the need for integrated marketing strategies. Practically, the study suggests that PT. XYZ Sidoarjo should focus on maintaining competitive pricing, enhancing product quality and innovation, optimizing promotional activities—especially digital marketing—and strengthening distribution channels to sustain competitiveness in a dynamic market. In addition to these findings, the study provides insight into consumer behavior within the automotive industry, particularly in a highly competitive market like Sidoarjo. Consumers are increasingly sensitive to pricing structures, especially given the economic pressures and the availability of alternative brands. Price sensitivity, therefore, should be a focal point in shaping future marketing strategies. Companies need to conduct regular market analysis to ensure their pricing aligns with customer expectations and perceived value.

The study aims to examine the influence of word of mouth (WOM) and customer relationship management (CRM) on customer loyalty at PT Garuda Sertifikasi Indonesia, with customer delight serving as a mediating variable. This research is motivated by the increasing competition among certification service providers, which requires companies to implement effective strategies to retain and satisfy their customers. The target population in this study encompasses the entire client base of PT Garuda Sertifikasi Indonesia, totaling 429 individuals. The sampling technique used was Hair’s formula, resulting in 70 respondents. Data were collected through questionnaires, interviews, and documentation. A path analysis technique was used to analyze the data to determine direct and indirect effects between variables. The findings indicate that both WOM and CRM positively influence customer loyalty. Effective word-of-mouth strategies help build the company’s reputation and trust, while CRM ensures consistent communication, better service, and long-term customer engagement. The research also found that WOM and CRM positively affect customer delight. Customers who experience exceptional service and personalized attention tend to be more satisfied and emotionally connected to the brand. Furthermore, customer delight was proven to have a significant positive impact on customer loyalty. It also acts as a mediating variable, strengthening the effect of WOM and CRM on loyalty. This means that delighted customers are more likely to remain loyal and advocate for the company. The results of this study emphasize the importance of maintaining strong relationships and exceeding customer expectations in order to build sustainable loyalty. This research contributes valuable insights for service-based companies in enhancing marketing and customer retention strategies.

This study aims to analyze the strategy of utilizing vacant spaces within airports to enhance non-aeronautical revenue through collaboration with Micro, Small, and Medium Enterprises (MSMEs). Given the growing importance of non-aeronautical revenue sources in the aviation industry, this research focuses on how airports can optimize underutilized spaces for commercial purposes. The research method applied is library research, where relevant literature, journals, and previous studies are reviewed to gain insights into successful strategies and best practices. The findings of the study indicate that the development of commercial spaces, such as fast-food tenants, retail outlets, and photo booths, can significantly enhance the passenger experience by providing convenient services and entertainment. Additionally, these developments offer a sustainable alternative revenue stream for airports, diversifying income beyond traditional aeronautical activities. The research also explores the role of the Value Proposition Canvas business model to assess the alignment between the value offered by these services and the needs of passengers. By applying this model, the study emphasizes the importance of understanding customer expectations and ensuring that airport services meet these demands. The analysis further highlights that successful implementation of these strategies requires careful planning, including collaboration between airport management, MSMEs, local governments, and sponsors. Building strong partnerships and ensuring mutual benefit are critical for maximizing the non-aeronautical revenue potential. The study concludes by suggesting that airports can leverage vacant spaces more effectively to not only boost revenue but also improve the overall passenger experience, contributing to the long-term sustainability and growth of the airport sector.

This study aims to examine the effect of attitude and brand innovation on brand equity among Bank Mandiri Customers in West Jakarta. In the face of increasing competition in the banking industry, effective brand management is crucial for maintaining market position and enhancing customer loyalty. This research uses a quantitative approach by analyzing data from 100 respondents who are involved in transactions at Bank Mandiri. The data is analyzed using Structural Equation Modeling (SEM) to explore the relationships between variables. The findings show that both brand attitude and brand innovation have a significant positive effect on brand equity. Specifically, a positive brand innovation enhances perceptions of quality and the brand’s competitiveness in the market. This study provides practical implications for Bank Mandiri’s management in formulating more effective marketing strategies by considering these two factors. The research also emphasizes the importance of innovation that aligns with customer expectations in strengthening brand equity in the competitive banking market.

Consumer behavior, especially in online shopping, has evolved significantly due to advances in digital technology. The researcher aims to examine how price and product quality affect customer purchases on Tokopedia. A quantitative research approach was used, involving 52 active Tokopedia users as respondents. Data were analyzed using multiple linear regression through IBM SPSS version 29. The findings show that product quality and price have a significant influence and lead to a positive impact in shaping consumer purchasing decisions. Between the two, price has a greater influence, with a coefficient value of 0.413 compared to 0.272 for product quality. The R² value of 0.419 indicates that both elements contribute 41.9% of the variance in purchasing decisions. These results highlight the importance of a competitive pricing strategy and providing products that meet customer expectations to drive sales on digital platforms. However, other elements such as customer reviews, service quality, and seller reputation should also be considered to support better purchasing decisions.

This study analyzes the impact of employee performance on customer satisfaction in using the PLN Mobile application at PT PLN (Persero) Unit Induk Wilayah Maluku and Maluku Utara. The study employs simple linear regression analysis, utilizing t-tests and F-tests to assess the significance of the relationship between variables. The findings reveal that employee performance has a positive and significant effect on customer satisfaction, with a regression coefficient of 0.787 and a significance value of < 0.001. The F-test results indicate that the regression model is valid and effectively explains variations in customer satisfaction, with an F-value of 1834.299, significantly exceeding the critical F-table value. Additionally, the high coefficient of determination (R²) suggests that most variations in customer satisfaction can be explained by employee performance. This study confirms that optimizing employee performance is a key factor in improving customer satisfaction, particularly in digital services such as PLN Mobile. Therefore, PT PLN (Persero) must enhance employee competence and service quality to support digital transformation and meet customer expectations.

This study highlights Bajawa Coffee Shop in Bekasi as the main subject in examining the factors that influence customer loyalty. This study aims to analyze the effect of service quality and price perception on customer loyalty, with customer satisfaction as a mediating variable. Service quality refers to the extent to which the service provided is able to meet customer expectations, while price perception is the customer's assessment of the economic value of the product or service received, which is influenced by costs, market demand, and business strategy. Customer satisfaction is a subjective evaluation of the experience of using a service, which reflects how well customer expectations are met by actual performance. This satisfaction plays an important role in building long-term relationships between customers and companies, and has a major impact on loyalty, brand reputation, and business sustainability. Customer loyalty itself is defined as a commitment to continue choosing and recommending a particular product or service, despite offers from competitors. In the context of increasingly tight competition in the cafe industry and the increasing trend of coffee consumption, understanding the factors that shape loyalty is very important. This study uses service quality and price perception as independent variables, customer satisfaction as a mediating variable, and customer loyalty as a dependent variable. The results of this study are expected to contribute to the development of more effective business strategies in retaining customers at the Bajawa Bekasi Coffee Shop.

Population growth in Indonesia increases the need for transportation, especially motorbikes, which makes the vehicle market more competitive and provides consumers with many choices. Consumers choose motorbikes based on price, after-sales service, quality, fuel efficiency and quality of workshop service. Good workshop service with easy administration and original spare parts will make consumers satisfied, while bad service will make them dissatisfied. Service quality is measured by the provider's ability to meet customer expectations, which influences customer satisfaction. Satisfaction is achieved when the results received are in line with expectations, including product quality, price and after-sales service. With the number of Honda motorbikes increasing and the number of AHASS workshops, competition is getting tougher, forcing organizations to provide high-quality services to attract new customers. The research method used was quantitative with a sample size of 291 customer respondents from the PT service workshop. AHASS. The research results show that service quality and price have a positive and significant effect on consumer satisfaction.

This study examines the factors influencing customer retention at Surya Fresh MSMEs in Depok City, West Java. The primary issue identified is the instability of customer retention, which is mainly attributed to intense market competition, the rapid pace of digital marketing, and the evolving customer expectations in the modern business environment. This study aims to analyze the impact of product quality, e-service quality, and reward programs on customer retention, with relationship commitment as a mediating variable. A quantitative approach with an explanatory research design was employed to test the relationships among variables. Primary data were collected through a Likert-scale questionnaire from 224 Surya Fresh customers using a simple random sampling technique. Data analysis was conducted using the PLS-SEM method in SmartPLS, including validity, reliability, and structural model assessments. The findings indicate that product quality, e-service quality, and reward programs significantly influence relationship commitment and customer retention. Moreover, relationship commitment was found to mediate the effects of these three factors on customer retention, highlighting its importance in enhancing customer loyalty. High e-service quality, superior product quality, and attractive reward programs foster strong emotional connections with customers, which are crucial for sustaining long-term customer loyalty. The study concludes that product quality, e-service quality, and reward programs have a positive and significant impact on relationship commitment and customer retention at Surya Fresh. Relationship commitment is confirmed as a key mediator. To further improve retention, Surya Fresh should focus on enhancing product availability, administrative responsiveness, and offering diverse promotional programs. Future studies may apply this model in different industries and integrate qualitative methods for deeper insights.

This study aims to evaluate the service quality of PT TJ Bros using the SERVQUAL method, which includes five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected through a Likert-scale questionnaire from 50 active customers selected using purposive sampling. The analysis measured the gap between customer expectations and their perceptions of the company's services.The findings indicate that all service dimensions exhibit negative gaps, meaning the service quality does not fully meet customer expectations. The responsiveness dimension shows the largest gap (-0.80), reflecting delays in responding to customer complaints or requests. The tangibility dimension also demonstrates a gap (-0.40), indicating a need for improvements in physical facilities, such as cleanliness, waiting area comfort, and employee appearance. In the empathy dimension, customers feel a lack of personalized attention, with a gap of -0.60.To enhance customer satisfaction, the company is recommended to improve its customer response system using technology-based complaint management, upgrade physical facilities, and train employees in communication and personalized service. Adjustments to employee uniforms and training to maintain service consistency are also suggested.In conclusion, comprehensive improvements in operational systems, facilities, and employee skills are necessary to enhance service quality. By meeting or exceeding customer expectations, PT TJ Bros can boost customer loyalty and strengthen its competitive position in the market.

Service Quality is fulfilling customer needs by offering products and services that exceed customer expectations, so that they can satisfy customer desires. Prima Freshmart, which is the object of this research, is a retail store that plays a crucial role in meeting people's needs. The aim of this research is to evaluate the level of customer satisfaction with the services provided at Prima Freshmart. The method used is the Service Quality Method (Servqual), this method can identify the service criteria expected by customers. Research on 97 respondents at Prima Freshmart SV IPB showed valid values ​​in measuring service levels. The results of analysis using Servqual show an average gap of -0.175. The attribute that has the biggest gap is being fast in providing promo information, so there is a need to improve in providing promo information quickly to customers.

This research applies Marketing Funnel and SWOT Analysis to the Graha Office marketing strategy at PT ABC. Funnel stages involve Awereness, Consideration, Purchase, Retention, and Advocacy. The analysis data, including query popularity, market stage, clicks, impressions, and product CTR, are taken from Microsoft Excel. The focus of the research was the internal and external factors affecting the marketing of Graha Office. SWOT analysis identified Strengths, Weaknesses, Opportunities, and Threats. Results show the effectiveness of the Marketing Funnel strategy with full expectations. Achieving customer expectations involves process, product, location, employee attitude, friendliness, convenience, and product arrangement. The SWOT analysis highlights internal components, including management and product strategy, that influence marketing success. The findings form the basis for developing Graha Office's marketing strategy, strengthening its position in the competitive market. The implications of this study serve as a guide in strategic decision-making to deal with market dynamics.

This research investigates the impact of service quality on customer satisfaction at PT. Pawnshop. Through analysis of survey data, it was found that service quality, including responsiveness, reliability, assurance, empathy, and physical evidence, positively influences customer satisfaction. These results provide insight for PT. Pawnshops to improve their services, strengthen ties with customers, and increase customer satisfaction. The type of research used in this research is qualitative research with descriptive methods. The descriptive method is considered suitable for explaining the influence of service quality on customer satisfaction at PT. Pawnshop. The data in this research report was obtained in accordance with books, journals, articles, theses, the internet and so on related to the research topic. The results of the research and discussion can be concluded from the five dimensions of service quality, the most important dimension for customers is guarantee, because customers prioritize security, comfort and trust in transactions with PT. Pawnshop. Conclusion This research has the implication that PT. Pegadaian must maintain and improve service quality to achieve higher customer satisfaction. PT. Pegadaian must also strengthen relationships with customers by providing services that are in line with customer expectations and needs                                                                              

This study aims to determine and analyze the effect of Product Design and Process Design on Product Quality at PT. Wijaya Agape Tasikmalaya. The research method used is survey, while the type of data used is primary and secondary data. The population in this study are all employees at PT. Wijaya Agape Tasikmalaya numbered 60 people. By taking total/census sampling, the data analysis technique uses path analysis using SPSS software. The results of the study show that good product design has a significant impact on product quality. Aspects such as aesthetics, functionality, and product usability have a positive influence on consumer perceptions of product quality. In addition, effective process design also contributes to product quality. Structured and standardized processes can reduce product defects and improve reliability. This research provides a better understanding of the importance of product design and process design in achieving the desired product quality. The results of this research can be used by companies to improve their design processes and ensure that the resulting products are of good quality. By paying attention to product design and process design holistically, the company can meet customer expectations and maintain a competitive advantage in the market.

Service quality is one of the main things that are considered in the company. Customer assessment of service quality is very important for service providers, because it affects the company's performance and position in the market. Service quality as a result of the perception of the comparison between customer expectations with the actual performance of services. In other words, there are two main factors that affect service quality, namely expected service (expected experience) and perceived service (service received). Meanwhile, the total quality of a service consists of 3 main components, namely: technical quality (consisting of: search quality, experience quality, credence quality), functional quality, and corporate image. This study aims to determine the effect of Service Quality and Brand Image on Consumer Satisfaction and Consumer Loyalty. This type of research uses quantitative as many as 170 respondents. With the analysis technique in this study using SEM analysis. The results of this study partially show that the service quality variable has a positive effect on consumer satisfaction. Brand Image has no effect on Consumer Satisfaction. Service Quality has no effect on Consumer Loyalty. Brand image has no effect on Consumer Loyalty. Consumer Satisfaction has no effect on Consumer Loyalty.

Improving public services becomes an inevitability for government agencies as public service organizers. No exception for Tirta Moedal Drinking Water Perumda Semarang City, as a Regional Owned Enterprise (BUMD) is also inseparable from the demands of improving the quality of service to customers. Customer service innovation is a response to service problems that do not satisfy the community as customers. Customer dissatisfaction with customer complaints, information services and new connect services is very dominant for customer complaints. The Community Satisfaction Index (IKM) is one of the indicators of accountability for service performance in the public sector that cannot be ignored. The Community Satisfaction Index is an evaluation of the community as a customer for the performance of services provided to the community as customers that should be the basis for each service provider institution to make adjustments to customer expectations and service innovation. The rapid development of information technology also increases public awareness of its right to good service.

To win competition in business world, all businessman must have selling method effective efficiently in order to get right target and low east, to reach the target, the company should have same index parameter. To measure quality of service that be given to customer, many company try to implement service excellence, but fail, meanwhile the company is given out cost, time, power no so a little to do some training for his employees, what problem ?, actually, just giving training is not one solution because, familiarization, and manner to save customer is not so enough will be paradigm and skill for front line to save the customer, but seriously, high commitment at each of organization especially top management service excellence must be implemented in structural oriented at each of company.

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.