Exploring the Role of IT Usage in Enhancing Customer Satisfaction: A Literature Review on SMEs in the Creative Industries

Small and Medium-sized Enterprises (SMEs) in the creative industries play a critical role in driving innovation and economic growth. The adoption of Information Technology (IT) has become increasingly pivotal in enhancing their operational efficiency and customer engagement. This literature review explores the impact of IT usage on customer satisfaction within SMEs operating in the creative industries. It examines how IT tools, such as customer relationship management (CRM) systems, e-commerce platforms, and digital marketing, influence customer experiences and loyalty. Key findings indicate that effective IT adoption not only streamlines business processes but also fosters personalized interactions and improved service delivery, which are critical to customer satisfaction. Challenges such as limited resources, lack of technical expertise, and data security concerns are also discussed. The review concludes by highlighting the need for SMEs in the creative sector to leverage IT to remain competitive strategically and recommends areas for further research to optimize IT integration for enhanced customer satisfaction.

Community Relations Strategy at PT Tirta Investama (Danone-Aqua) in Building a Social License to Operate through a Community Empowerment-Based Agroforestry Program

This study develops a conceptual framework explaining how community relations strategies contribute to building a social license to operate (SLO) through an agroforestry-based community empowerment program implemented by PT Tirta Investama (Danone-Aqua). The rapid growth of Indonesia’s bottled water industry has raised concerns regarding environmental impacts and unequal access to water resources. Consequently, companies in natural resource-based sectors must not only comply with formal regulations but also secure social acceptance from local communities. This study adopts a conceptual approach using a systematic literature review, integrating perspectives from public relations (PR), stakeholder theory, legitimacy theory, and SLO. Data were collected from scientific journals, academic books, institutional reports, and company documents related to community relations and sustainability practices. The analysis employs concept mapping and theoretical synthesis to examine relationships among community engagement, dialogic communication, trust building, social legitimacy, and public acceptance. The findings indicate that community relations strategies emphasizing two-way communication, transparency, and active participation enhance community involvement, strengthen trust, and foster social legitimacy. Agroforestry-based empowerment programs function as collaborative mechanisms that generate shared value for both companies and communities. Thus, community relations serve not only as a communication strategy for reputation building but also as a critical mechanism for obtaining and sustaining SLO, ultimately supporting long-term operational sustainability

The Effect of Relationship Marketing on Customer Loyalty: The Case of Cooperative Bank of Oromia in Nekemte Town

This study investigates the impact of relationship marketing—specifically Customer Relationship Management (CRM) practices—on customer loyalty at the Cooperative Bank of Oromia (CBO) in Nekemte town. Despite the rapid growth of the Ethiopian banking sector, competition for customer retention remains intense. Utilizing a descriptive and explanatory research design, the study collected primary data from 180 respondents using structured Likert-scale questionnaires. Data analysis was performed employing descriptive statistics, Pearson correlation, and multiple regression analysis. The findings reveal significant positive correlations between all six studied dimensions—Key Customer Focus, Interaction Management, CRM Organization, Knowledge Management, Technology-based CRM, and IT Integration—with customer loyalty. Regression results (R2=0.755) indicate that CRM practices explain 75.5% of the variance in customer loyalty. Notably, Technology (β=0.337) and ICT Integration (β=0.320) emerged as the most potent predictors. The study concludes that while CBO performs moderately in relationship marketing, a technology-driven, customer-centric approach is essential for long-term loyalty. Recommendations include upgrading digital banking infrastructures and enhancing personalized communication frameworks

Assessing the Financial Soundness of Indonesia's Largest Islamic Bank: An RGEC Framework Analysis

This study aims to assess the financial soundness of PT Bank Syariah Indonesia Tbk (BSI) during the pivotal consolidation period from 2020 to 2024. The research specifically evaluates how the mega merger affects the bank's risk capability, efficiency, and overall stability. The assessment utilizes the RGEC method in accordance with Financial Services Authority (FSA) regulations. This quantitative descriptive study analyzes secondary data from BSI’s annual reports over a five-year observation period (2020–2024). The results demonstrate that BSI consistently maintained a Very Healthy composite rating throughout the period. Specifically, the bank showed remarkable improvement in operational efficiency, with BOPO decreasing significantly from 84.61% (2020) to 69.93% (2024), and profitability rising with ROA reaching 2.49% in 2024. Risk management also strengthened, evidenced by a low Net NPF of 0.50% and a robust CAR above 21%. Furthermore, GCG implementation achieved a Very Good predicate in 2024. Practical Implications: The findings suggest that the merger successfully achieved operational synergy without compromising financial stability. The study recommends that management maintain the current efficiency level while exploring further financing expansion given the high liquidity and capital buffer

Student-Centered Services: BSOA Students’ Awareness and Satisfaction

This study was conducted to evaluate the level of awareness and satisfaction of Bachelor of Science in Office Administration (BSOA) students toward the student-centered services offered by Camarines Sur Polytechnic Colleges (CSPC)–Nabua Campus for the academic year under study. The research assessed students’ awareness and satisfaction across nine service areas, namely: Dean’s Office, Guidance and Counseling Services, Medical Services, Library Services, Registrar’s Office, General Services, Student Affairs and Services, Internet Services, and the Supreme Student Council. The respondents of the study were the 272 BSOA students officially enrolled during the academic year 2025-2026. This study utilized the quantitative descriptive research design, with data gathered through a structured survey questionnaire. The statistical tools used were weighted mean and rank distribution. Findings revealed that the respondents were generally aware of and satisfied with the student-centered services provided by the institution, with most indicators receiving verbal interpretations of “Aware” and “Satisfied.” However, lower ratings were noted in Guidance and Counseling Services, Medical Services, Internet Services, and the Supreme Student Council, particularly in areas related to mental health programs, access to medical services, internet connectivity, and student leadership visibility. Based on the results of the study, an Action Plan and Intervention Program was proposed to enhance the visibility, accessibility, and effectiveness of selected student-centered services. The study concluded that while CSPC demonstrates commendable delivery of student services, continuous improvement in service promotion, accessibility, and inter-office coordination is necessary to further strengthen student engagement and satisfaction

Enhancing Wound Care Practices for Patients with Comorbidities: Evidence from Hospitals in the 5th District of Camarines Sur, Philippines

This study examines wound care practices among healthcare providers managing patients with comorbidities in hospitals in the 5th District of Camarines Sur, Philippines. Using a descriptive-evaluative design, data were collected from 147 nurses through structured questionnaires and analyzed using frequency, percentage, weighted mean, and chi-square tests. Findings indicate that wound care practices are generally “very much practiced,” particularly in wound cleaning, dressing, documentation, and patient education. However, gaps remain in the use of standardized assessment tools and educational resources. Statistical analysis revealed that age, educational attainment, area of assignment, length of service, and training significantly influence wound care practices, while sex does not. Common challenges include delayed wound healing, infection risks, and patient noncompliance. The study proposes a comprehensive wound care management program integrating early detection, multidisciplinary collaboration, and continuous professional development. These findings highlight the need for standardized protocols and capacity-building initiatives to improve patient outcomes in complex clinical settings

The Influence of Inflation, Exchange Rate, BI Rate, and Federal Funds Rate on the Indonesia Composite Index during the Global Monetary Policy Tightening Era 2022–2025

The era of global monetary policy tightening between 2022 and 2025 has introduced significant uncertainty into the Indonesian capital market, creating an urgent need to identify which macroeconomic factors most effectively dictate stock price movements. This research investigates the influence of Inflation, the Rupiah Exchange Rate, the BI Rate, and the Federal Funds Rate on the Indonesia Composite Index. Using a quantitative descriptive method, this study analyzed 48 monthly secondary data observations. The statistical analysis was performed using SPSS 26 for Windows, employing Multiple Linear Regression Analysis as the primary method. To ensure the reliability of the model, the researchers conducted a series of Classical Assumption Tests, including Kolmogorov-Smirnov for normality, VIF for multicollinearity, the Runs Test for autocorrelation, and the Rank Spearman method for heteroskedasticity. The results of the partial significance test (t-test) demonstrate that only the Rupiah Exchange Rate has a significant effect on the IHSG, while Inflation, the BI Rate, and the Federal Funds Rate show no significant impact. The F-test confirms the model's accuracy, with an Adjusted R2 of 0.153. In conclusion, the findings suggest that in a high-interest-rate environment, the volatility of the national currency is the most critical signal for the market, whereas other macroeconomic shifts were largely anticipated and absorbed by investors

Pengaruh Pembelajaran Inkuiri Terbimbing dengan Metode Eksperimen Virtual PhET pada Keterampilan Proses Sains Peserta Didik

Penelitian ini bertujuan untuk mengetahui peningkatan keterampilan proses sains peserta didik menggunakan model inkuiri terbimbing berbantuan PhET pada materi teori kinetic gas dan efektivitas penerapan model pembelajaran inkuiri termbimbing dengan metode eksperimen virtual PhET. Penelitian ini dilaksanakan di SMA Negeri 2 Sukadana. Metode penelitian yang digunakan adalah quasi eksperimen dengan teknik pengumpulan data dalam penelitian ini adalah pemberian pretest dan posttest control group design. Adapun subjek penelitian ini adalah seluruh peserta didik peserta didik kelas XI IPA 1 sebagai kelompok eksperimen dan XI IPA 2 sebagai kelompok kontrol, masing-masing kelas terdapat 25 orang. Data penelitian diperoleh dengan menggunakan instrumen tes keterampilan proses sains. rata-rata keterampilan proses sains peserta didik pada saat pretes pada kelompok eksperimen adalah 21,92 dan pada kelompok kontrol 22,23, setelah diberikan perlakuan, rata-rata keterampilan proses sains peserta didik mengalami peningkatan menjadi pada kelompok eksperimen hasil tes keterampilan proses sains 31,76 dan kelompok kontrol 24,44. Peningkatan ini dibuktikan juga dengan hasil N-gain 0,6 termasuk dalam kategori sedang di kelompok eksperimen dan 0,1 dalam kategori rendah di kelompok kontrol, untuk ektifitas pembelajaran dengan model inquiri terbimbing dengan PhET pada kelompok eksperimen di peroleh sebesar 88% dengan kategori tinggi dan 72% pada kelompok kontrol dengan kategori sedang. Sehingga model pembelajaran model inkuiri terbimbing dengan metode eksperimen virtual PhET lebih efektif digunakan dalam meningkatkan keterampilan proses sains peserta didik

Competencies, Challenges, and Opportunities of Trial Court Stenographers in Rinconada Area, Philippines

This study determined the Competencies, Challenges, and Opportunities of Trial Court Stenographers in the Rinconada Area. Specifically, it identified the (1) personal and professional attributes of the Trial Court Stenographers, (2) the competencies of the respondents, (3) the challenges encountered, (4) the coping mechanisms to address varying challenges, and (5) capacity building to enhance the competencies of Trial Court Stenographers in Rinconada Area. Interviews and a survey questionnaire employing a 4 4-point Likert scale were used as the primary data-gathering tool in the study. The data obtained were analyzed using descriptive statistics. Findings revealed that most respondents are female, married, between 50 and 59 years old, and working in the Regional Trial Court (RTC), Judiciary of Iriga City. Results disclosed that Trial Court Stenographers are competent in their respective field of specialization. Trial Court Stenographers encountered varying challenges in the field. Results further state that several coping mechanisms were applied and adopted by Trial Court Stenographers to address relevant challenges in the profession. A capacity building was proposed to enhance the competencies of the Trial Court Stenographers in the Rinconda Area

Exploring the Use of E-Lumak in Teaching: Insights from Lecturers

This study explores lecturers' perceptions of E-Lumak, a digital teaching platform used at Universitas Muhammadiyah Kendari. Using a descriptive qualitative approach, three English Language Education lecturers were interviewed through semi-structured questions, providing in-depth insights. Thematic analysis of the data revealed that lecturers generally viewed E-Lumak positively. They highlighted several benefits, including improved pedagogy, easier management of the learning process, and greater flexibility and efficiency in teaching. However, challenges such as technical issues, time-consuming material preparation, and difficulties navigating certain features of the platform were also noted. Despite these challenges, the lecturers reported that the overall teaching and learning experience was not significantly hindered. This research emphasizes the need to integrate digital platforms like E-Lumak into educational settings, as they can enhance teaching effectiveness and improve the overall learning experience, despite certain obstacles