Abstract:This study aims to analyze the application of spiritual quality in cupping and ruqyah services and identify strategies for improving spiritual quality implemented at the Soreang Branch of the Bekam Ruqyah Center. The problems…
blems identified were customer dissatisfaction related to limited service space and a less than optimal religious atmosphere that affected comfort during therapy. This study used a descriptive qualitative approach with data collection techniques through in-depth interviews, participant observation, and documentation. While data validity was strengthened by triangulation of sources, methods, and theories with the help of NVivo 12 software and supplemented with a SWOT analysis. The results showed that the implementation of spiritual quality improvement was carried out by the presence of Islamic values, maintaining cleanliness, reciting prayers, and the therapist's empathetic attitude were important factors in fostering a sense of calm and comfort in customers. Implementing strategies for improving spiritual quality through therapist training, implementing SOPs based on Islamic law, and creating a supportive spiritual environment. However, limited service facilities and infrastructure still need to be addressed for improvement. Therefore, this study as a whole confirms that service quality that connects spiritual and physical aspects holistically contributes significantly to customer satisfaction.
Abstract:Marriage involving pregnant women outside wedlock remains a critical socio-cultural and legal phenomenon in Indonesia, particularly in North Halmahera where family honor, religious authority, and customary law strongly influence…
nfluence communal life. This study aimed to explore how such marriages are understood, legitimized, and practiced by families, community leaders, and legal institutions. Using a qualitative case study approach, data were collected through in-depth interviews with religious leaders, adat leaders, government officials, parents, and young women, complemented by participant observation and document analysis, and analyzed with an interactive model of reduction, display, and conclusion drawing. The findings reveal that marriage is primarily arranged to safeguard family honor, with communities regarding it as the only socially acceptable corrective measure, while religious leaders across traditions adopt pragmatic interpretations, invoking public interest or redemption to justify the practice, and customary rituals together with state dispensations further reinforce its legitimacy. Although marriage resolves immediate stigma and reintegrates families socially, it simultaneously generates long-term vulnerabilities, including interrupted education, economic dependence, marital instability, psychological stress, and increased maternal and neonatal health risks. This study contributes to the sociology of law and religion by demonstrating how socio-cultural confinement, Islamic legal pluralism, and adat practices converge in eastern Indonesia, while underscoring the urgent need for holistic interventions that integrate sexuality education, family communication, religious engagement, and legal reform to protect women and children more effectively.
Abstract:In today's digital era, revitalizing the hospitality industry through technological innovation is crucial for enhancing competitiveness and improving customer experience. By gaining a deeper understanding of customer needs…
ds and developing service innovations, hotels can deliver more personalized and satisfying experiences. This shift in vision toward better customer service underscores the need for continued research on the paradigm shift within the hospitality sector. This study aims to observe and explore changes in the hospitality industry, with the goal of identifying paradigm evolutions and their contributions to service efficiency and quality. The research is expected to offer new insights into the dimensions of customer experience and internal operations that require rethinking, while also identifying cohesive strategies to integrate digital and physical elements. Furthermore, it analyzes the impact of hotel development control policies, management strategies, and technological innovations, thereby contributing both theoretically and practically to the development of the hospitality industry in Yogyakarta in response to the challenges of digital transformation.
Abstract:This study examines the implementation of customer-driven excellence strategy in the Umrah travel industry in Depok City by investigating the relationships between service quality, brand credibility, perceived value, and…
customer-driven excellence outcomes. Using a quantitative research approach with Partial Least Squares Structural Equation Modeling (PLS-SEM), data were collected from 105 customers who have utilized Umrah travel services within the past two years. The measurement model demonstrated excellent reliability and validity, with all constructs meeting stringent psychometric criteria for convergent and discriminant validity. The structural model reveals that all three hypotheses are strongly supported, with brand credibility emerging as the most influential factor (β = 0.398, p < 0.001), followed by perceived value (β = 0.356, p < 0.001) and service quality (β = 0.285, p < 0.001). The integrated model explains 74.2% of variance in customer-driven excellence, demonstrating strong explanatory power and large predictive relevance (Q² = 0.486). These findings provide empirical evidence that successful customer-driven excellence strategy requires integrated approaches prioritizing brand credibility development while simultaneously enhancing perceived value and service quality. The study offers valuable insights for Umrah travel operators seeking to optimize competitive advantage through comprehensive customer excellence strategies that address both functional and emotional dimensions of religious tourism services.
Abstract:The growth of the cosmetics industry in Indonesia is influenced by the increasing demand for beauty products. One of the contributing factors to this trend is a common issue faced by women, especially Gen Z, which is dull…
l skin. One of the most purchased beauty products by Gen Z is facial serum. The aim of this research is to examine the influence of Negative EWOM (Electronic Word of Mouth) and variety seeking on brand switching behavior, with customer engagement as an intervening variable for Scarlett facial serum among Gen Z consumers. This study employs a quantitative approach with descriptive and causal research methods. Data collection is done through a questionnaire survey with 300 respondents who use Scarlett facial serum in Indonesia. The data analysis technique used is Structural Equation Modeling (SEM) using SmartPLS for research data analysis. The research findings indicate that Negative EWOM have a positive influence on brand switching behavior, Negative EWOM have a negative influence on customer engagement, variety seeking have a negative influence on customer engagement, variety seeking have a positive influence on brand switching behavior, customer engagement have a negative influence on brand switching behavior, Variety seeking on brand switching behavior through customer engagement as an intervening variable have a positive influence, Negative E-WOM on brand switching behavior through customer engagement as an intervening variable also have a positive influence.This research has implications for companies, including the need for companies to enhance product quality and their brand image in response to Negative E-WOM. Companies should also continue to innovate by improving product quality and uniqueness. Additionally, understanding customer preferences and market trends is crucial for competing in a market with many similar products. Maintaining customer interactions can also keep the company top of mind among customers, preventing them from switching to other brands. These actions are necessary to retain customers and prevent brand switching. Referring to several previous studies, research on negative word of mouth, brand switching behavior, variety seeking, and customer engagement has never been conducted simultaneously with the same variables and object.
Abstract:This study aims to examine the credit application procedure at BPR Sinar Mas Pelita Ciawi Branch, identify the challenges encountered during the process, and evaluate the solutions implemented to overcome them. The research…
rch uses a descriptive qualitative method with data collected through interviews with bank employees, direct observation during an internship program, and literature review. The findings show that the credit application procedure consists of several stages: application submission, document verification, credit analysis, credit approval, agreement signing, and fund disbursement. Common obstacles include customers’ lack of understanding of the procedure and delays in document submission. BPR Sinar Mas Pelita Ciawi Branch has implemented various strategies such as public education through social media and providing a checklist of required documents to applicants. Overall, the credit application process has been carried out effectively and efficiently.
Abstract:This study analyzes the influence of brand experience, application ease of use, and perceived quality on customer satisfaction and its impact on customer loyalty in the PIJAR Sekolah application. The research focuses on…
users from public junior high schools, vocational high schools, and senior high schools in West Bandung Regency. A quantitative method was employed using a survey distributed to students and educators. The data were analyzed using Structural Equation Modeling (SEM). Results show that brand experience, ease of use, and perceived quality significantly influence customer satisfaction. Furthermore, customer satisfaction plays a critical role in driving customer loyalty. The study emphasizes the importance of enhancing user interaction, simplifying application navigation, and ensuring content quality to boost satisfaction and long-term usage. These findings offer insights for educational technology developers to improve digital learning platforms and foster user loyalty through an optimized experience.
Abstract:E-commerce has become one of the most dynamic industries in the digital era, and electronic word of mouth (eWOM) greatly influences consumer behaviour. Shopee, as a popular e-commerce platform in West Java, faces challenges…
ges in increasing user purchase intention, particularly with an approach based on review communication and brand image. The objective of this research is to examine how eWOM credibility, quantity, and quality impact purchase intention, with brand image as the mediating variable and situational context as the moderating variable in the study of the Shopee application in West Java. This study uses a quantitative approach with the Structural Equation Modelling-Partial Least Squares (PLS-SEM) method. Data were collected from 500 respondents who are users of the Shopee application in West Java. The research results show that eWOM quantity has the greatest influence on purchase intention, followed by brand image, which has been shown to be a significant mediator. On the other hand, eWOM credibility and quality do not have a direct impact on purchase intention. Furthermore, situational context as a moderating variable does not have a significant impact on the relationship between eWOM quantity and brand image. This study helps e-commerce businesses create better data-driven marketing strategies. To build trust and encourage customer purchasing decisions, it is important to increase the number of reviews, enhance brand reputation, and improve the quality and credibility of the reviews.
Abstract:This study seeks to explore the relationship between the understanding of fintech usage, behavioral intention, financial literacy, customer satisfaction, and brand image within the framework of the Bibit investment application.…
cation. As consumer awareness of digital financial services continues to increase, companies are adopting strategies to strengthen user engagement and foster trust. The research highlights the critical role of financial literacy and customer satisfaction in cultivating stronger relationships between users and fintech platforms. The findings indicate that enhancing financial literacy and providing intuitive, user-friendly experiences not only elevate customer satisfaction but also encourage greater user loyalty. In light of the rising demand for informed decision-making and trust in digital financial services, fintech platforms that align with consumer expectations regarding education and service quality are better positioned to build long-term, meaningful relationships with users, thereby promoting sustained engagement and brand loyalty. Furthermore, the paper addresses the potential directions for future research focused on enhancing customer engagement with fintech platforms, particularly in the context of a highly competitive and awareness-driven market.
Abstract:The Kenduri Nasi tradition, held during the month of Sha'ban, is a tangible manifestation of the acculturation between Malay culture and Islamic teachings. This tradition not only strengthens social bonds but also functions…
ons as a medium for internalizing Islamic educational values such as shukr (gratitude), ukhuwwah (brotherhood), and social awareness. Using a qualitative approach through a literature review, this study explores the embedded Islamic values within Kenduri Nasi and its role in preserving local cultural identity. The findings reveal that Kenduri Nasi serves as a contextual medium for transmitting religious values across generations through culturally rooted practices. This tradition exemplifies a positive syncretism between Islamic teachings and Malay customs, making it relevant for character education based on local wisdom. It also provides a meaningful model for integrating religious teachings into everyday life in a way that is both accessible and culturally sensitive.