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This study aims to examine the effect of Social Media Brand Engagement, Brand Trust, and Customer Satisfaction on Nescafé Brand Loyalty. A quantitative approach was employed using a explanatory research. Data were collected through questionnaires distributed to Nescafé consumers and analyzed using multiple linear regression with SPSS. The results indicate that Social Media Brand Engagement has a positive and significant effect on Nescafé Brand Loyalty, with a significance value of 0.001 (< 0.05). Customer Satisfaction also has a positive and significant effect on Nescafé Brand Loyalty, with a significance value of 0.001 (< 0.05). In contrast, Brand Trust does not have a significant effect on Nescafé Brand Loyalty, as indicated by a significance value of 0.506 (> 0.05). The coefficient of determination (R²) shows that Social Media Brand Engagement, Brand Trust, and Customer Satisfaction explain 61.2% of the variation in Nescafé Brand Loyalty, while the remaining 38.8% is influenced by other factors not included in this study. The findings suggest that consumer engagement on social media and customer satisfaction play important roles in strengthening brand loyalty toward Nescafé. Therefore, companies should focus on improving social media engagement strategies and maintaining customer satisfaction to enhance consumer loyalty.

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.

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.

Abstrack This study aimed to: (1) identify the description of social media marketing, price, and customer satisfaction; (2) analyze the influence of social media marketing and price on customer satisfaction both partially and simultaneously. The research method used was quantitative with an associative approach. Data were obtained through the distribution of questionnaires to customers and were analyzed using multiple linear regression with the assistance of SPSS 26. The population of this study was customers of Junior Audio Sound System, with a total of 72 respondents obtained through purposive sampling technique. The results of the study indicated that partially the social media marketing variable (X1) had a significant effect on customer satisfaction (Y). The price variable (X2) also had a significant effect on customer satisfaction (Y). Simultaneously, the social media marketing and price variables had a significant effect on customer satisfaction with Fcount > Ftable and a significance value of 0.000 < 0.05. The magnitude of the contribution of the social media marketing and price variables to customer satisfaction was 26.4%, while the remaining 73.6% was influenced by other factors outside the research variables.   Keywords: Social Media Marketing, Price, Customer Satisfaction

This study aims to improve subcontractor safety performance through strengthening governance systems, leading safety indicators, capability building, and performance monitoring at PT Putra Perkasa Abadi (PPA) Jobsite Borneo Indobara (BIB). The research was motivated by the increasing trend of subcontractor incidents during Quarter 1 to Quarter 3 of 2025, where seven incidents occurred and exceeded the company threshold. In addition, subcontractor performance evaluation scores remained below the target threshold of 70, while customer satisfaction scores in subcontractor management decreased from 8.45 to 7.58. The study applied a continuous improvement approach using Quality Control Circle (QCC), Pareto analysis, Nominal Group Technique (NGT), and root cause analysis with the Ishikawa method. Improvement initiatives were implemented through four strategic pillars: strengthening governance, reinforcing leading indicators, capability building, and integrated dashboard monitoring. The implementation results showed significant improvements in subcontractor safety management. The subcontractor incident frequency rate was reduced to zero incidents in Quarter 4 of 2025, subcontractor performance evaluation increased above the threshold to 70.81, and customer satisfaction scores improved to 8.55. The findings indicate that structured governance strengthening combined with real-time monitoring and subcontractor engagement can significantly improve mining safety performance and stakeholder trust.

This study aims to determine the effect of price and service quality on customer satisfaction at Nusa Bunga Salon Maumere. The research employed a quantitative approach using descriptive and verificative methods. The independent variables in this study were price (X1) and service quality (X2), while the dependent variable was customer satisfaction (Y). The population consisted of all customers of Nusa Bunga Salon Maumere who visited and utilized salon services during 2025, totaling 1,392 customers. A sample of 100 respondents was determined using the Slovin formula and purposive sampling technique. Data were collected through questionnaires, interviews, documentation, and literature studies. Data analysis was conducted using validity tests, reliability tests, descriptive analysis, classical assumption tests, multiple linear regression analysis, coefficient of determination (R²), F-test, and t-test with the assistance of SPSS version 23. The results showed that, partially, price had a positive and significant effect on customer satisfaction, with a t-value of 2.803 and a significance value of 0.004. Service quality also had a positive and significant effect on customer satisfaction, with a t-value of 3.336 and a significance value of 0.001. Simultaneously, price and service quality had a positive and significant effect on customer satisfaction, with an F-value of 6.733 and a significance value of 0.002. The coefficient of determination indicated that price and service quality contributed 12.2% to customer satisfaction, while the remaining 87.8% was influenced by other factors outside the scope of this study. Based on these findings, it is recommended that Nusa Bunga Salon Maumere continuously improve its service quality and maintain affordable pricing to enhance customer satisfaction.

This study aims to analyze the influence of Perceived Value and product quality on customer satisfaction at Es Kristal Frostiq in Maumere. This study employs an explanatory quantitative approach with 110 customers of Es Kristal Frostiq as respondents, selected using purposive sampling. Data were collected through questionnaires, interviews, observation, and documentation. Data analysis used multiple linear regression complemented by validity, reliability, classical assumption tests, and hypothesis testing (t-test and F-test) using SPSS software. The results indicate that Perceived Value and product quality have a positive and significant effect on customer satisfaction, both partially and simultaneously (F-test sig. = 0.000 < 0.05). The coefficient of determination (R²) of 0.659 shows that both variables explain 65.9% of the variation in customer satisfaction. These findings imply that improving perceived value and product quality are key factors in strengthening customer satisfaction and the competitiveness of Es Kristal Frostiq in Maumere.

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.

This study aims to identify the level of customer loyalty and analyze the influence of service quality and customer satisfaction on customer loyalty at Euphoria Store. This research is motivated by the increasing competition in the cosmetics and skincare retail industry, which requires business owners to provide excellent service quality and create customer satisfaction in order to enhance customer loyalty. This study employed a quantitative approach using a survey method. The population consisted of Euphoria Store customers, with a sample of 100 respondents selected through purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression with the assistance of SPSS version 23. Hypothesis testing was conducted using the t-test, F-test, and coefficient of determination (R²). The results of the study indicate that service quality has a positive and significant effect on customer loyalty at Euphoria Store. Customer satisfaction also has a positive and significant effect on customer loyalty. Simultaneously, service quality and customer satisfaction have a positive and significant effect on customer loyalty at Euphoria Store. The coefficient of determination (R²) of 0.647 indicates that 64.7% of the variation in customer loyalty can be explained by service quality and customer satisfaction, while the remaining 35.3% is influenced by other factors outside the scope of this study. Based on the findings, it can be concluded that service quality and customer satisfaction are important factors in enhancing customer loyalty. Therefore, Euphoria Store should continuously improve its service quality, maintain product availability, and pay close attention to customer satisfaction in order to strengthen customer loyalty and achieve long-term business success.

This study aims to determine and analyze the effect of digital marketing and customer trust on customer satisfaction at the Jastipyane.mof courier/jastip service business in Maumere. The background of this research is based on the rapid growth of the personal shopper (jastip) business, which increasingly relies on digital technology for marketing activities, and the critical importance of building customer trust in online transactions. The problems identified at Jastipyane.mof include sub-optimal digital marketing management, slow response to customer inquiries, and a satisfaction performance gap discovered during pre-survey. This study utilizes a quantitative approach with a survey method. The population consists of all 1,990 customers of Jastipyane.mof in Maumere. The sampling technique employed was purposive sampling, resulting in 95 respondents calculated via the Slovin formula. Data analysis techniques include descriptive statistics, validity and reliability testing, classical assumption tests, multiple linear regression analysis, t-test, F-test, and the coefficient of determination administered via SPSS. The results demonstrate that digital marketing has a positive and significant partial effect on customer satisfaction. Customer trust also exerts a positive and significant partial impact on customer satisfaction. Simultaneously, digital marketing and customer trust have a positive and significant combined effect on customer satisfaction at Jastipyane.mof in Maumere.

This study aims to analyze the influence of product quality and price on customer satisfaction at Kopirates Coffee Shop in Sikka Regency. The research employed a quantitative approach using a survey method involving 100 respondents selected through purposive sampling. Data were analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that both product quality and price have a positive and significant effect on customer satisfaction, both partially and simultaneously. The coefficient of determination (R²) of 0.700 shows that 70% of the variation in customer satisfaction can be explained by product quality and price, while the remaining 30% is influenced by other factors outside the research model. These findings emphasize the importance of maintaining high product quality and implementing appropriate pricing strategies to enhance customer satisfaction.

Penelitian ini menganalisis praktik akuntansi keberlanjutan pada Arif Barbershop, sebuah usaha mikro, kecil, dan menengah (UMKM) di Jombang, Jawa Timur, Indonesia. Dengan menggunakan pendekatan studi kasus kualitatif, penelitian ini mengeksplorasi bagaimana barbershop menerapkan prinsip Environmental, Social, dan Governance (ESG) dalam operasional sehari-hari. Data dikumpulkan melalui wawancara mendalam dengan pemilik usaha dan dianalisis menggunakan analisis tematik. Temuan menunjukkan bahwa Arif Barbershop telah menerapkan praktik lingkungan dasar seperti pengelolaan limbah rambut melalui kantong plastik ke tempat pembuangan sampah, serta efisiensi energi dengan mematikan peralatan listrik setelah jam operasional. Dari aspek sosial, barbershop menjaga kepuasan pelanggan melalui konsistensi kualitas layanan dan sistem bagi hasil (60:40) kepada karyawan. Praktik tata kelola, meskipun bersifat informal, mencakup pencatatan keuangan sederhana menggunakan buku biasa. Namun demikian, barbershop belum memiliki izin usaha formal dan belum menerapkan kerangka akuntansi keberlanjutan yang terstandar. Penelitian ini menyoroti bahwa UMKM dapat mempraktikkan akuntansi keberlanjutan secara intuitif, dan menyarankan perlunya program pelatihan serta alat pelaporan yang disederhanakan.

The increasing public demand for delivery services has led to increasingly fierce competition between shipping companies. In this condition, service quality and price are the main factors that determine customer satisfaction. The purpose of this study was to evaluate the effect of service quality and price on J&T Express customer satisfaction. The study was conducted at PT. Global Bintang Timur Ekspress from September to December 2025. The research design was quantitative statistics. Primary data were obtained through questionnaires distributed to 100 J&T Express customers via Gfrom. Data analysis included instrument quality testing, classical assumption testing, multiple linear regression, t-test, f-test, and coefficient of determination testing. Data processing was assisted by the SPSS version 26 program. The results showed that service quality (X1) partially influenced J&T Ekspress customer satisfaction (t count = 10.790 > t table 1.985 and a significance value of 0.000 < 0.05). Partially, price (X2) has a significant effect on J&T Express customer satisfaction (t count = 2.857 > t table 1.985 and a significance value of 0.005 < 0.05). Simultaneously, service quality and price have an effect on J&T Express customer satisfaction (F count = 218.755 > t table 3.09 and a significance value of 0.000 < 0.05). Companies can use these findings to improve services and pricing to increase customer loyalty.

This study aims to determine the influence of price, product quality, and service quality on customer satisfaction at Salon Natayu. The approach used was quantitative, with data collection techniques through questionnaires distributed to Salon Natayu customers, with a total of 53 respondents (using census techniques). The data were analyzed using multiple linear regression analysis with the help of SPSS version 20. The results of the study show that the three independent variables (price, product quality, and service quality) simultaneously have a positive effect on customer satisfaction. However, partially, the price variable has the most dominant influence on customer satisfaction. The conclusion of this study shows that price is the most influential factor on customer satisfaction, followed by service quality, while product quality has the least influence. These findings indicate that a competitive pricing strategy is a crucial aspect for Salon Natayu in maintaining and improving customer satisfaction. In addition, continuous improvement of service quality is also necessary to create a better customer experience. This research is expected to be a reference for salon managers in formulating more effective marketing strategies as well as for future research that examines the factors that affect customer satisfaction in the beauty services industry.

This study aims to analyze the influence of customer experience and perceived value on tourist satisfaction among users of the Sidoarjo City Tour Bus as a form of public tourism transportation service. The Sidoarjo City Tour Bus represents a regional government service innovation intended to support tourism development while improving urban tourism accessibility. This study employs a quantitative approach using a survey method involving tourists who used the Sidoarjo City Tour Bus. Data were collected through questionnaires distributed to 99 respondents and analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that customer experience does not have a significant effect on tourist satisfaction, suggesting that the experiences perceived by users are still subjective and not consistently felt by all service users. In contrast, perceived value has a positive and significant effect on tourist satisfaction, making it the most dominant variable in influencing satisfaction among Sidoarjo City Tour Bus users. These findings indicate that tourist satisfaction is more strongly determined by perceptions of benefits, service quality, and the suitability between sacrifices made and benefits received rather than by emotional experience alone. Therefore, this study recommends that the management of the Sidoarjo City Tour Bus and the local government enhance service value through improvements in facilities, information systems and registration processes, as well as optimization of comfort and schedule certainty. These efforts are important to increase tourist satisfaction and to support sustainable tourism development in Sidoarjo Regency.

This final report aimed to analyze the service quality gap in ship agency services in determining customer satisfaction levels at PT Maumere Bahari Express. The study was conducted as part of the Merdeka Belajar Kampus Merdeka (MBKM) internship program using a qualitative descriptive approach. Data were collected through interviews with management, employees, and service users (ship crew), direct observation of service processes, and company document review. The analysis was carried out based on the service quality gap model, which includes gaps between customer expectations and management perceptions, management perceptions and service quality specifications, service specifications and service delivery, service delivery and external communication, as well as the gap between expected service and service received by customers.. The results showed that several service gaps still existed in the services, particularly related to administrative speed, clarity of information, service operational standards, as well internal coordination and communication. These gaps affected the level of customer satisfaction, which had not yet been optimal. Therefore, PT Maumere Bahari Express needed to make improvements through strengthening management commitment to service quality, refining standard operating procedures, and enhancini internal and external communication systems in order to improve customer satisfaction sustainably..

The purpose of this study is to examine how customer satisfaction at RB Rumah Kita, which is situated in Manubura Village, Nelle District, Sikka Regency, is impacted by service quality and word-of-mouth (WOM). This study used a survey method with a quantitative approach. Customers of RB Rumah Kita made up the study's population, and the sample was chosen using a suitable sampling technique in compliance with quantitative research protocols. Multiple linear regression analysis was used to assess the data that was gathered via surveys. The study found that service quality had a favorable impact on customer satisfaction. In addition, word of mouth (WOM) was discovered to have a favorable and considerable impact on consumer satisfaction. Simultaneously, these two characteristics help to boost customer satisfaction at RB Rumah Kita. This research implies that the higher the level of customer satisfaction, the better the service quality and the stronger the positive word-of-mouth. This study makes practical recommendations for business owners seeking to improve service tactics and generate positive word-of-mouth in order to increase business competitiveness. Furthermore, this study makes theoretical contributions to the growth of marketing management studies, namely the relationship between service quality, word-of-mouth, and customer happiness.

This study aims to determine the effect of price and service quality on customer satisfaction of members of the Merah Putih Candiroto Village Cooperative, Kendal District, Kendal Regency. This study uses a quantitative approach, associative research type, with a sample of members of the Merah Putih Candiroto Village Cooperative, Kendal. The sampling method was carried out using a saturated sampling technique. The total sample in this study was 137 respondents. The variables in this study were independent variables: price and service quality, and the dependent variable: customer satisfaction of members of the Merah Putih Candiroto Village Cooperative, Kendal. Testing in this study used instrument testing, classical assumption testing, and hypothesis testing with multiple regression tests using SPSS Version 25. The results of this study indicate that partially the price has a positive and significant effect on customer satisfaction of members of the Merah Putih Village Cooperative, Candiroto, Kendal with a t-count of 3.418 greater than the t-table of 0.1678 and a significant value of 0.001 smaller than the significance level of 0.05. And the quality of service partially has a positive and significant effect on customer satisfaction of members of the Merah Putih  Village Cooperative, Candiroto, Kendal with a t-count of 3.643 greater than the t-table of 0.1678 and a significant value of 0.000 smaller than the significance level of 0.05. Price and service quality simultaneously have a positive and significant effect on customer satisfaction of members of the Merah Putih Village Cooperative, Candiroto, Kendal, with F count of 715.041 greater than F table of 0.1678 with a significance of 0.000 smaller than the significance level of 0.05. The Adjusted R square result of 0.913 indicates that 91.3% of customer satisfaction of members of the Merah Putih Village Cooperative, Candiroto, Kendal, is influenced by price and service quality whose influence was tested in this study, while the remaining 8.7% is influenced by other variables not examined in this study.

Customer satisfaction is a central issue in marketing management, as it plays a crucial role in determining customer loyalty amid increasingly intense business competition. A comprehensive understanding of the factors influencing customer satisfaction is essential not only for academics in strengthening marketing theory but also for practitioners in designing effective service and product strategies. This article aims to address two research questions: (1) what are the dominant factors influencing customer satisfaction, and (2) how does customer satisfaction relate to customer loyalty? The study employed a qualitative literature review method. The data consisted of scientific articles published between 2020 and 2025, accessed through Google Scholar and Publish or Perish (PoP) using the keyword “customer satisfaction.” From an initial selection of 30 articles, 27 were identified as relevant, and 5 core articles were further analyzed. The findings reveal three main themes: product and service quality as the dominant determinants of customer satisfaction; price, brand image, and promotion as supporting factors; and customer trust as an important mediating variable in building loyalty. This study concludes that customer satisfaction serves as a strategic link between service quality and customer loyalty. Future research is encouraged to explore the roles of digitalization, customer experience, and sustainability in shaping long-term customer satisfaction.

Penelitian ini bertujuan untuk mengimplementasikan sistem Supply Chain Management (SCM) dalam pengelolaan persediaan sembako di Toko Grosir Rohman guna meningkatkan efisiensi operasional dan mengatasi permasalahan kehabisan atau kelebihan stok. Metode penelitian yang digunakan adalah kualitatif dengan pendekatan studi kasus, melalui observasi, wawancara, dan dokumentasi. Sistem SCM yang dirancang berbasis website menggunakan PHP dan MySQL, dengan pemodelan UML untuk menganalisis kebutuhan dan perancangan sistem. Hasil dari implementasi sistem menunjukkan peningkatan akurasi data stok, efisiensi dalam proses pemesanan, serta tersedianya informasi real-time yang membantu pengambilan keputusan. Dengan sistem ini, Toko Grosir Rohman mampu mengelola persediaan sembako secara lebih optimal, meningkatkan kepuasan pelanggan, dan memperkuat daya saing usaha.