Analysis of the Quality of PKN STAN Tax Clinic Services

We investigate the roles of the level and variability in quality in driving customer retention for a new service. We present model-free evidence that whereas high average quality helps in retaining customers, high variability leads to higher termination rates. Apart from these main effects, we use model-free evidence to document the presence of (a) an interaction effect between average service quality and its variability on termination rates, (b) customer learning about service quality over time, and (c) a slower rate of learning among households that experience high variability. We postulate a mechanism involving risk aversion and learning, which can induce this interaction effect, and test this against several alternative explanations. We show that it is important to consider variability in quality while inferring the impact of improvements to average quality—ignoring the interaction effect between average quality and variability leads to an 18%–64% (5%–31%) overestimation (underestimation) of quality improvement elasticities among high-variability (low-variability) households. Given that responsiveness to quality decreases with variability, it is better for the firm to focus quality improvement efforts on customers experiencing low variability; increasing average quality by 1% lowers termination by 1.1% for low-variability households, but only by 0.41% for high-variability households. This paper was accepted by Gérard Cachon, marketing.

Background: Service quality (SQ) refers primarily to how the care received is perceived and is influenced by the physical, social, and cultural context and nonhealth aspects of care, such as access, respect, and confidentiality. This study aimed to assess SQ for people with rheumatoid arthritis (RA) from the patients' perspective. Subjects and Methods: A cross-sectional study was conducted with 172 people with RA who received care from specialist clinics of Isfahan University of medical sciences in 2013. SQ was measured using comprehensive quality measurement in healthcare_service quality (CQMH_SQ) questionnaire. Questionnaire content validity was reviewed and confirmed by 10 experts and its reliability was confirmed based on Cronbach's alpha index (α =0. 803). A measure of SQ was derived by combining the relative importance and actual performance. Data analyzed using the SPSS-17 statistical package. Results: Study findings indicate average SQ score were 7.91 (0.87) and demonstrated which aspects of SQ took a weak score in total SQ for people with RA. Confidentiality and choice of care provider achieved the highest and availability of support group had the lowest scores SQ scores. Participants with good control of their disease had higher scores (P = 0.042) and SQ score customer quality score have positive relationship with increasing each year in elapsed time of diagnosis (P = 0. 028). Conclusions: According to average score of customer quality, study findings indicate that patient and provider participation in quality improvement activities can be used as an effective solution and also needs for focus on such aspect of health care quality that were more important for consumer, also dimension have worst quality such as availability of support group.

Service quality plays a crucial role in shaping the public's positive perception. This study applies the "Importance and Performance Analysis (IPA)" method to assess five dimensions of service quality at the Regional Revenue Agency of Jeneponto Regency, namely physical evidence, reliability, responsiveness, assurance, and empathy. Data were collected through interviews, observations, and questionnaires. The results show that the average service quality score of 0.9910 is still below customer expectations and requires improvement, especially in the reliability dimension with the largest gap (-0.4688). The attributes most influencing customer satisfaction include quick response, clarity of regulations, information security, physical facilities, reliable assistance, and employees' concern for individual taxpayer situations

This research discusses the evaluation of healthcare service performance based on service quality for BPJS participants by measuring service performance in the categories of perception and expectation. The community health center (Puskesmas) serves as a sub-district level public health service ensuring health for the community, particularly BPJS participants. This study aims to determine healthcare service performance in terms of patient satisfaction. The research utilizes the Mamdani fuzzy logic method, with perception and expectation as input variables and service quality as the output. MATLAB software is used to implement the fuzzy logic. Data collection was conducted by randomly distributing questionnaires to BPJS patients at the Puskesmas Tarik. From the input data collected from respondents, the average service quality score obtained was 2 on a Likert scale of (1-3). Meanwhile, the Mamdani fuzzy logic calculation resulted in a score of 59.3. Based on these results, it is concluded that the current service quality of Puskesmas Tarik is considered to be moderate.Highlights: Evaluation of healthcare service quality using Fuzzy Mamdani. BPJS participants' satisfaction measured through perception and expectation. Moderate service quality score indicates the need for improvement. Keywords: Quality of Service, Fuzzy Mamdani, Perceptions, Expectations, BPJS

Improving the quality of health services at the primary level is very important to reduce the burden of services which will be covered hospital when the BPJS program applied. The aimed of this study is to describe the implementation of the program of BPJS in Public Health Center (PHC) Martapura. This study was a qualitative research with case study design. The informants are the head of PHC and manager program were taken by purposive sampling. Data were collected through interviews using in-depth interview guide. Result of this study was since the enactment BPJS January 1, 2014, Banjar Regency Health Office only once to disseminate ie in March 2014. This makes the health center to get the barriers in the field of the sustainability of the information obtained from the health department with the information captured on the official website BPJS. Another barriers was the disbursement claims that have not been implemented which should have been right to health centers for services provided. Support from the health department and BPJS needed to inform about the national health insurance program regularly to health centers so that health centers do not confusion in implementing the program. The patient's perception of the quality of health care is a thorough assessment of the patient's health care excellence received during a visit to a health care facility is one of the health centers. While patient satisfaction is one's feelings after comparing the level of performance or results which he felt to his expectations. Good quality health care will affect the patient's perception of the performance of health centers that affect patient satisfaction with services provided (3) . PHC must provide optimum services and maintain the quality of service both from the aspect of administrative services, physician services, nursing services, medication services, facilities and service support facilities. Maintain the quality programs should pay attention to five dimensions, namely reliability, responsiveness, assurance, empathy and physical form. The program maintains the quality is expected to improve the credibility of the health center (4) . Subekti research results indicate that there is a relationship between the patient's perception of the quality of administrative services, doctors, nurses and medicine with patient satisfaction (5) .

Airports are a hub for aviation activities which support Airlines operations. Airport service quality measurement is required to promote satisfaction level among Air travellers by continuously improving the defected services. The study purpose is to assess Airports service quality at Mallam Aminu Kano International Airport (MAKIA) in Kano. Using purposive sampling, MAKIA was picked out of 31 Airports in Nigeria. Cochran formulae was used to determine a total of 384 questionnaires which were administered to air travellers boarding and onboarding passengers at the terminal building. The Airport service quality measurement scale was adapted from SERVPERF model with 22 service attributes believed that air travellers attached more importance to. The study outcome showed that the average Airport service quality score was 2.701. In addition, the results revealed that there exists a statistically significant relationship between service quality and air traveller satisfaction on; reliable and updated electronic information system (P-value=0.004), Airport safety and security services (P-value= 0.000), Prompt service from airline operation (P-value= 0.001) and Provision of assistance to minor (P-value = 0.002). This study therefore concludes that Mallam Aminu Kano International Airport offered a bad service to air travellers. The study recommends among others that, Airport staff courtesy should be improved through subjecting their staff to behavioural management training by the top management. service quality is an area which both Airport management and airlines can increase their revenue through increasing patronages. Therefore, a decisive measure by the Airport authority to improve the service offered will increase the service quality rating at Mallam Aminu Kano International Airport.

We investigate the predictive power of operational performance on future financial distress in the context of the US airline industry. We focus on four areas of operational performance: revenue management, operational efficiency, service quality, and operational complexity. Using quarterly data from 1988 through 2013, we find that airlines that have inferior revenue management, lower aircraft utilization, and higher operational complexity face higher future financial distress. Interestingly, average service quality, measured by on‐time performance and mishandled baggage rate, is not associated with future financial distress, but extreme service failures, measured by long delays (over two hours) and passenger complaints with the government regarding mishandled bags, have a positive association with future financial distress. Using the association between current operational performance and future financial distress, we build a model to predict financial distress. Out‐of‐sample analyses show that our forecasting model outperforms a financial ratio‐based benchmark model up‐to eight quarters before the measurement of financial distress. Our findings inform firms, regulators, and investors by demonstrating that operational performance metrics contain useful information to predict future financial distress.

This study aims to determine the extent of the quality of library services STIE Ekuitas Bandung. Service quality is seen based on the comparison between the services received by users and their expectations of library services. The scope of the research is on aspects of the attitude of officers (librarians) in serving (Affect of Service), access to information (Information Control), and the library as a place. The method used is a survey with a quantitative approach. Data collection was carried out using questionnaires, interviews, observations, and literature studies. The population of this research is the library members totaling 1594 students. By using non-probability sampling techniques and Yamane sample calculation formula obtained a number of 99 respondents. Data analysis uses the LibQual™ Model by measuring the gaps of services received and services expected by users. Based on the results of the study note that the average service quality is at the tolerance limit. This means that the STIE Ekuitas Bandung Library service received by users is considered quite good by users, which is above the minimum expected number. Another finding is that the library is still not maximal in providing superior services, namely services that are in accordance with the maximum expectations desired by the user.

: This study pertains to members' perceptions of service quality at the Nellis Air Force base Officers' Open Mess. The Officers, club members were surveyed using the parsimonious 22-item SERVQUAL instrument. Perceptions were compared to expectations to achieve a SERVQUAL score for the five dimensions of service quality. These scores were then averaged to obtain an overall Unweighted and Weighted SERVQUAL score for the Officers' Club. The results indicated that the Officers, Club was providing less than average service quality as perceived by the club members. The Active Duty members perceived the difference to be greater than that of the Other club members. Both groups of club members rated the tangible dimension as exceeding their expectations, while the reliability dimension had the greatest difference between expectations and perceptions of service quality.

The quality of maternal and child health (MCH) services plays a key role in pregnant women’s satisfaction. This cross-sectional study analyzed the impact of MCH service quality on satisfaction among 60 pregnant women at Topore Health Center, Mamuju Regency, using purposive sampling. Data were collected via the SERVQUAL questionnaire covering five service quality dimensions (physical evidence, reliability, responsiveness, assurance, empathy) and satisfaction levels. Analysis with chi-square and linear regression showed an average service quality score of 3.45 (scale 1 – 5), with responsiveness highest (3.8) and physical evidence lowest (3.2). About 65% of respondents were satisfied, while 35% were dissatisfied due to long waits and inadequate facilities. Service quality was significantly associated with satisfaction (p = 0.001) and explained 58% of its variance (R² = 0.58). The study concludes that MCH service quality significantly affects pregnant women’s satisfaction at Topore Health Center.

The study was carried out on 252 cases by a descriptive cross-sectional method combining qualitative and quantitative at Hoan My Binh Duong Hospital. The research method using the SERVPERF toolkit was tested through Cronbach's Alpha reliability coefficient, surveyed 252 patients who came for outpatient medical examination and treatment, and conducted in-depth interviews with a number of research participants including representatives of the leaders of the study. hospital director: 01 people; Leading representative of medical examination department 01 people; Doctor working at the medical examination department 01 people; Nurses working in the outpatient medical care area: 02 people; Customer care staff: 01 people. The research results show that the service quality in the outpatient clinic, through the assessment of the patients, results in an overall average service quality score of 4.33 (±0.55) on a scale of 4.33 (±0.55). 5. Service quality is assessed as good. From the research results, the author suggests that hospitals continue to promote their advantages and promote IT applications towards smart hospitals. Keywords: Service quality, SERVPERF, Outpatient examination, Tangible factors, Trust.

Problem statement: With fast spreading of web services technology ove r the Internet, the quality aspects of a web service has received signi ficant attention to the practitioners. The quality of web service includes both functional and nonfunctio nal details. In order to provide the correct and meaningful information to web service consumer, sometimes there is a need to compose existing web services in order to create new web service. Approach: We have proposed a Quality of Service (QoS) broker based process model for Dynamic Web Service Composition (DWSC). The QoS broker in the proposed model is responsible for web servic e collection, selection, optimization and composition based on the service consumer's require ments. It also verifies and certifies the functiona l and QoS specifications provided by service provider at the time of web service registration before publishing it in Universal Description, Discovery a nd Integration (UDDI) registry. The detailed working of QoS broker is also presented in the stud y with functionality of each component. We will also discuss the process flowchart for new web serv ice registration and web service composition at runtime. Results: The proposed QoS broker based model for dynamic web service composition solves the problems associated with quality of web service. It also prevents the central repository from malicious service provider to publish wrong in formation. Conclusion: The QoS broker-based process model for dynamic web service composition guarantees the quality of delivered service to web service consumers and improve the efficiency of composition.

The purpose of this evaluation study is to know the extent to which the quality of library service – UIA inorder to support the learning process for the students of the UIA's next get what information should be improved inthe manifest ' prima ' library services. The object of this research is a student is a student of Strata program S1 in 6(six) faculty (FE, FAI, PEDAGOGY, FH, FST, FIKES) semester 7 (seven) FY 2015/2016 on The Islamic Syafi'iyahUniversity Jakarta (UIA); the number of samples of 84 students. Library service quality evaluation of variablesmeasured using instruments non test by questionnaire.The Data collected is processed and analyzed using descriptive analysis , i.e., Using a central tendency:size: mean, median, mode and size dispersion: score the minimum, maximum, standard deviation score. Theanalysis of statistical data is done with the help of program Excels and 11.5 version SPSS for windowsThe results of research on the quality evaluation of UIA library services can be explained that the average(mean) library service quality score achieved score 59.67 included in categories of "enough". The value of themedian (middle value) score the quality of library services achieve a score 59.0; This gives a meaning that 50%quality of library services show score above 59.0 or above reasonably and 50% of his show score under 59.0 underenough. The value of the mode of 60.0; this indicates that the in General, students give an assessment of the qualityof library services "enough". The lowest score of the quality of service library of 42.0 and highest score achieved,meaning there were 89.0 students who rated lowest 42.0 or "enough" and there are students who rated highest 89.0or "excellent" ,The conclusions of the research library service quality upon evaluative UIA is: 1). In general the quality oflibrary services UIA rated by students in the categories of ' enough '; 2) Assessment of the students in the categoriesof ' enough ' giving opportunities to management library for working to improve the quality of its services for beinga requirement of ' good '; 3) Managing a library to become ' learning resource centre ' among the students andteachers not only required UIA sufficient funds, but also required the managers ' creative and innovative ' inaccordance with the progress of the IPTEKS.

Improving the quality of health services with weekly one-on-one meetings with health workers can improve the quality of health services. This research used a quantitative approach with an experimental design, involving all Medical Advisors as samples. Data is collected through valid and reliable instruments that measure the quality of One-on-one meeting. The research results showed a significant increase in service quality management after one-on-one meetings held. The average service quality score increased from 16.50 before and 43 after the intervention. There is a relationship between one-on-one meetings and improving the quality of health services. The coefficient of determination is 0.79, meaning that 79% of the variation in improving service quality is influenced by the One-on-one variable. Conclusion: Weekly one-on-one meetings are effective in improving service quality management at Klinik Lelaki Indonesia, so it is recommended to be adopted as a strategy to continuously improving service quality.

The research aim to measure the community satisfaction index as service users and improve the quality of public services. The data was obtained by observing and distributing questionarires to the public using birth certificate processing services with asample of 65 respondents. The types of data used in this research are promary anf secondary data. Data analysys techniques is descriptive quantitative method by calculating the percentage of aech category of answers based on PEMENPAN No 14 of 2017. The result of the research show that the community satisfaction index at the Lembang Nononga Selatan, which can be seen from the 9 indicators in accordance with PERMENPAN No 14of 2017 with the average service quality at the conversion value of the community satisfaction index of 85,475