Tangible Aspects Research Articles

Expectation and Perception of Quality of Care from the Perspective of User Satisfaction in a Private Clinic: Wellness and Health

Objective: The study was to determine the relationship between the expectation and perception of the quality of care from the perspective of user satisfaction in outpatient consultation in a clinic in Juliaca. Method: It was quantitative, correlational, non-experimental, and cross-sectional. The census sample of 307 users. For data collection, the SERVQUAL questionnaire was applied to the expectation and perception variable with 5 dimensions: reliability, responsiveness, security, empathy and tangible aspects with 22 items with a Likert scale. This instrument was validated by experts and its reliability was 0.87. Results and Discussion: The results of the statistical analysis show that there are critical areas in health care that require improvement, especially in the speed of service, with 60% dissatisfaction in certain aspects. Research Implications: It is essential to assess the user's expectation and perception of the quality of care, which is relevant and has a positive impact on the overall performance of the organization. Originality/Value: The study provides valuable data on the methodology used, which allowed a robust evaluation of patient satisfaction, facilitating the identification of priorities for the continuous improvement of the services provided.

PENGARUH KUALITAS LAYANAN TELEKOMUNIKASI TELKOMSEL TERHADAP KEPUASAN WISATAWAN DI KUTA

This study aims to determine the impact of the Telkomsel Tourist prepaid card on international tourists satisfaction in Kuta District. The data were processed using qualitative and quantitative analysis with Likert scale of 1-5. The quantitative data collection used purposive sampling by distributing questionnaires both online and offline to 100 respondents. This study utilized servqual indicators to assess the quality of Telkomsel Tourist prepaid card telecommunication services. The study examines the influence of reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), and tangible aspects (X5) on tourist satisfaction (Y) for users of the Telkomsel Tourist prepaid card in Kuta District. The results indicate that reliability (X1), responsiveness (X2), and empathy (X4) have a significant partial effect on tourist satisfaction, while assurance (X3) and tangible aspects (X5) do not have a significant impact. Simultaneously, all variables X1, X2, X3, X4, and X5 significantly affect tourist satisfaction, with an F-value of 16.483, exceeding the F-table value of 2.311, and a significance level of 0.000. These findings suggest that improving service quality in terms of reliability, responsiveness, and empathy can enhance user satisfaction. Future research is recommended to include other variables, such as price impact, for a more comprehensive understanding of tourist satisfaction.

EUROPEAN UNION’S PRACTICE TURN IN “GREEN” POLICIES IN THE WESTERN BALKANS ACCESSION NEGOTIATIONS

The European Union’s (EU) diplomatic practice stands out as a unique and distinct approach, setting it apart from other diplomatic practices. Putting the European Green Deal at the center of the whole-of-government approach and steering the EU into accelerating the implementation of Agenda 2030 makes this distinction even more realistic. This paper aims to delve into its core aspect, particularly its role in elevating “green” policies to the forefront of the accession negotiations with the Western Balkans (WB). This research, utilizing the theory of practice approach, describes the recent "turn" in EU policies and investigates if the EU is a true and innovative leader on this topic in the Western Balkans (WB). In this context, the first concern is whether the WB truly acknowledges the EU as a crucial leader to follow in transforming green policies. The second concern is whether the EU is guiding and directing the WB through the accession negotiations to become sustainable and greener, intending to achieve a shared goal. Based on the research evidence, the paper situates the EU strategically in the regional landscape by scrutinizing the tangible aspects of its leadership through the lens of the modes of leadership theory. As a result, this paper elucidates how and why the EU is diplomatically leading the green transformation through WB accession negotiations, and it considers the potential success of the 2050 climate-neutral European continent. Establishing regional and international practices in green policies significantly contributes to the EU’s position in the global order, and recognizing the EU as a leader underscores its unique diplomatic nature.

A multi-criteria framework for enhancing decision-making in the risk management strategies of a global IT project

In the dynamic landscape of global Information Technology (IT) projects, effective risk management is paramount for ensuring project success and mitigating potential disruptions. As organizations increasingly rely on IT to drive their business initiatives, the complexity and interconnectedness of global IT projects demand a systematic approach to risk management. The proposed framework integrates various criteria, including but not limited to financial impact, technological complexity, regulatory compliance, and geopolitical factors. By considering these diverse aspects, the framework provides a holistic view of potential risks, allowing project managers and stakeholders to make informed decisions. The integration of multiple criteria ensures that the framework captures the intricacies of global IT projects, addressing both tangible and intangible aspects of risk. The framework also leverages sophisticated analytics and modeling methods to evaluate the likelihood and consequences of identified risks. This allows project teams to rank risks by their potential impact, facilitating resource allocation and the creation of specific mitigation plans. Its dynamic nature ensures it can adapt to changing project environments, allowing for real-time updates to risk management strategies as new data emerges. Case studies and simulations showcase the framework’s effectiveness in enhancing decisionmaking processes for global IT projects. The outcomes highlight the framework's ability to enhance risk visibility, optimize resource allocation, and ultimately contribute to the successful delivery of IT projects on a global scale. The integration of this framework into existing project management practices empowers organizations to proactively manage risks and navigate the intricate challenges associated with large-scale, global IT initiatives.

Analysis of the Impact of Photovoltaic Generation on the Level of Energy Losses in a Low-Voltage Network

Due to the dynamic development of energy generation in photovoltaic installations, a reliable assessment of their impact on the level of energy losses in distribution networks is needed. For energy companies managing network resources, this issue has a very tangible practical aspect. Therefore, ongoing analyses of the level of electricity losses based on actual measurement data of prosumers are needed. In the paper, the influence of energy introduced by prosumer photovoltaic installations on energy losses in a low-voltage radial line is investigated. The issue is examined from three perspectives: 1. Focused on energy supplied into the low-voltage grid from photovoltaic installations; 2. the installations’ locations; and 3. the product of energy and distance from the power source. Comparative assessments are made of the examined aspects for 87 possible locations of prosumer installations in the tested low-voltage network. An analysis of energy losses is carried out both for the entire analysed network and separately for the line and the transformer. The changes in energy losses are influenced by both the power and the location of the photovoltaic installations. Based on the research findings, functions defining relative changes in energy losses in the low-voltage network are determined.

Geomatics and metaverse for lost heritage sites documentation and dissemination: the case study of Palmyra Roman Theatre (Syria)

Cultural heritage encompasses both tangible and intangible aspects for each of us, and efforts must be made to safeguard this legacy for future generations. Unfortunately, in addition to natural and environmental degradation, human activities pose a significant threat to the integrity of historical sites. Monuments and architecture have frequently been intentionally destroyed in conflict zones all over the world. Three-dimensional (3D) and virtual technologies can serve as tools to digitally preserve these sites and raise awareness about the importance of historical properties to the general public, particularly when physical sites are at risk or no longer exist. This challenging field of lost heritage is the framework of this project, in which a procedure of geomatics-based techniques such as spherical photogrammetry, 3D modelling and virtual reality (VR) technologies was developed to reconstruct lost historical architecture. The Roman Theatre in Palmyra, Syria, partially destroyed during Syria’s war in 2017, serves as a case study. The methodology report starts with the description of the metrological foundation of the 3D model construction, i.e. spherical photogrammetry as developed by Prof. Fangi (Marche Polytechnic University). Then, the geometry optimisation phase carried out to accomplish the VR limitations in terms of polygon count is presented. Ultimately, the procedure for the virtual environment construction is explained, as well as the development of a metaverse scenario to be visited and shared on an online-based platform. This collective virtual experience aims to revive the destroyed architecture and communicate its significance to the public through a collective and interactive virtual exploration. This study also includes experiments to assess user response, providing insights into methodology effectiveness in conveying Palmyra’s Theatre historical relevance and shedding light on the users’ perceptions of virtual tools usage for lost heritage dissemination. The evaluation questionnaire’s results will guide the project’s future developments.

STUDI SURVEI KEPUASAN PASIEN: PERAN PELAYANAN KEFARMASIAN DI PUSKESMAS AIR DINGIN DALAM MENINGKATKAN KUALITAS LAYANAN KESEHATAN

Puskesmas (Community Health Center) is one of the primary health facilities that is the front line in providing health services to the community. One of the important pillars in improving the quality of health services in the Community Health Center is pharmaceutical services. The intended pharmaceutical services include the provision of drugs, information on drug use, and counseling to patients. Patient satisfaction is an important indicator used in evaluating the quality of health services. This study aims to determine the level of satisfaction felt by patients with pharmaceutical services and evaluate pharmaceutical services at the Air Dingin Community Health Center as a form of improving the quality of health services. This study used a quantitative survey conducted cross-sectionally in September 2024 at the Air Dingin Community Health Center in Padang City with 45 respondents. This study obtained results, namely the level of patient satisfaction in the reliability aspect of 82.78% (very satisfied), the responsive element of 91.81% (very satisfied), the assurance aspect of 98.44% (very satisfied), the empathy aspect of 91.68% (very satisfied), and the tangible aspect of 85.85% (very satisfied). Based on the results of the research that has been conducted, it was concluded that patient satisfaction in all aspects, namely 90.11%, is included in the very satisfied category.

Analisis Kepuasan Pengguna Sistem Informasi Manajemen Rumah Sakit Pelni dengan Metode SERVQUAL (Service Quality)

This study aims to analyze user satisfaction with the Hospital Management Information System (SIMRS) implemented at Pelni Hospital using the SERVQUAL (Service Quality) method. The SERVQUAL method is used to measure Service Quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research was conducted by distributing questionnaires to 31 respondents, including patients, medical staff, and administrative staff who actively use SIMRS. The results indicate that, overall, the quality of SIMRS services at Pelni Hospital is categorized as "Good" across all dimensions measured. The reliability dimension scored the highest (4.13), indicating that the system is reliable in providing services as promised. The assurance (4.06) and empathy (3.94) dimensions also received good scores, indicating that users feel safe and well-attended while using the system. However, the responsiveness (3.77) and tangibles (3.87) dimensions showed areas for improvement, such as the speed of response to user requests and improvements in the system's physical appearance, which can affect user comfort. The conclusion of this study is that SIMRS at Pelni Hospital provides adequate and satisfactory services, but improvements in the responsiveness and tangibles aspects are necessary to enhance overall user satisfaction.

Mechanism for developing brand equity of higher education institutes using intangible resources: a serial-multiple mediation analysis

PurposeThis study aims to build a comprehensive model for developing higher education institutes (HEIs) brand equity by examining the impact of HEIs intangible resources, brand management aspects, attachment strength and student’s contemporary citizenship behavior (CCB).Design/methodology/approachData were gathered through a self-administered questionnaire from Indian students and alumni (n = 703). The study examines the proposed comprehensive model through serial and multiple mediation analysis.FindingsThe study unfolded “service quality? brand image? attachment strength? word-of-mouth? brand equity” as the most significant path to develop HEI’s brand equity.Research limitations/implicationsThis study pioneers an empirically validated mechanism for developing brand equity in HEIs, addressing gaps identified by previous studies and offering a theoretical framework that elucidates how HEIs can leverage intangible resources through strategic brand management to foster attachment and influence positive student behaviors, thereby contributing to the development of HEI brand equity.Practical implicationsHEIs need to understand that relying solely on tangible aspects leads to short-lived effects. To maintain a lasting competitive advantage, HEIs should focus on crafting a rich historical narrative, retaining talented faculty and staff and earning respect from the public to build a lasting reputation.Originality/valueThis study develops the mechanism for developing brand equity of HEIs using its valuable, rare and inimitable intangible resources. Along with the introduction of novel constructs like competence, heritage and word-of-mouth to existing study, the proposed conceptual model is premised on the theory of self-congruence, social-exchange theory and CCB.

Understanding and Application of Spousal Rights and Obligations Based on Surah Al-Nisa’ Verse 34 in Simpang Kiri, Aceh

Marriage in Islam aims to create a harmonious family rooted in the principles of sakinah (tranquility), mawaddah (love), and rahmah (compassion). However, a limited understanding of spousal rights and obligations—especially in Simpang Kiri Subdistrict, Subulussalam City, Aceh—often leads to conflicts that can culminate in divorce. This study analyzes the local community’s perceptions and practices regarding marital rights and obligations as outlined in Surah Al-Nisa’, verse 34, while also evaluating the impact of local customs on household dynamics. Employing a qualitative field research approach, data were gathered through semi-structured interviews and observations with community members, religious leaders, and officials from the local Office of Religious Affairs (KUA). The findings indicate that the community’s understanding of spousal rights and obligations primarily focuses on tangible aspects such as financial support and mahr (dowry), often overlooking the essential Islamic values of justice and compassion. Additionally, local customs significantly shape marital practices, frequently resulting in inconsistencies with Islamic principles. This study recommends enhancing religious education and fostering collaboration between religious institutions and community leaders to deepen the understanding of marital roles in accordance with Islamic teachings.

Unveiling Agricultural Heritage: Mapping Historical Features in Farming Landscapes

ABSTRACT Agricultural heritage represents a unique fusion of natural and cultural elements, encompassing both tangible and intangible aspects that reflect the historical bond between humanity and the land focused on food production. Recognising its significance is vital, as it not only preserves tradition and expertise but also fosters sustainability and environmental resilience. While significant initiatives like Globally Important Agricultural Heritage Systems (GIAHS) are in place to safeguard remarkable agricultural areas with unique heritage values, frameworks for recognising the historic significance of non-outstanding agricultural areas are not sufficiently consolidated. Nonetheless, it is equally important to acknowledge the heritage value of agricultural systems that, while lacking exceptional features, succeed in preserving traditional techniques and processes, thereby conserving cultural landscapes and gastronomic identities. For this reason, this paper introduces a methodology for assessing the time depth of agricultural elements such as roads, livestock routes, agricultural plots, rural buildings and land use using historical cartography. By mapping historically significant features in farming areas, this method might be useful for recognising agricultural heritage and integrate it into spatial decision-making, ensuring the preservation of its cultural and environmental values. The method’s application is presented in a case study of Spain’s floodplains and irrigation areas near Aranjuez (Community of Madrid).

Heritagizing the Maestro

Bhupen Hazarika was a multifaceted personality known for his contributions as a singer, songwriter, composer, filmmaker, writer, and social activist from Assam, a state in the north-eastern part of India. To honour his life and works, a memorial site is constructed in the Jalukbari area of Assam. The site is called ‘Dr Bhupen Hazarika Samadhikshetra’. It is located in Guwahati city, near Gauhati University, in the state of Assam, India. The literal meaning of the Assamese words Samadhikshetra is a burial site. Through empirical research, the paper investigates the conceptual framework of heritagization as applied to Dr Hazarika’s legacy, focusing on preserving, maintaining, and celebrating his contributions to society. The study emphasises the role of the memorial site, as a tangible example of Dr Hazarika’s cultural relevance by delving further into its architectural design, symbolic elements, and commemorative features. Beyond these tangible aspects, the study also addresses the intangible values, identity and collective memories that the site evokes and preserves. The paper also explores the close interaction between the cultural and constructed heritage of the site, emphasising the need for a holistic strategy to protect and preserve the cultural past. Despite controversies and challenges over selecting the last resting place of Dr Hazarika, the Samadhikshetra stands as a tribute to his lasting influence and gratitude for his artistic legacy. Through commemorative events and ongoing public engagement, the memorial site continues to serve as a sacred space where Dr Hazarika’s spirit can live on and inspire future generations.

Upaya Peningkatan Kepuasan Kerja Guru SMK Islam Miftahul Huda Berbasis Lingkungan Kerja Fisik dan Non Fisik

An upsurge in the rate of teacher absences at Miftahul Huda Islamic Vocational School occurred during the academic year 2022-2023, necessitating an evaluation and enhancement of the school's infrastructure. Enhancing teacher job satisfaction yields numerous advantages for both teachers and students, particularly in the context of teaching and learning activities. The objective of this study is to examine endeavours to enhance teacher job happiness by concentrating on several elements of the work environment, encompassing both tangible and intangible factors. This research is characterised as quantitative and involved a total of 34 respondents. The sampling technique used was saturation sampling. The data gathering process involves the utilisation of library research and field research methodologies, along with data analysis methods such as descriptive and associative approaches. Data analysis involves the interpretation of the output table generated by the SPSS version 26 programme. This table is derived from previously processed data. The findings of this study indicate that both the tangible and intangible aspects of the work environment have a simultaneous impact on job satisfaction at Miftahul Huda Islamic Vocational School.

Harmonisation outcomes after insourcing services in South African higher education institutions

Orientation: The study was conducted in two higher education institutions that underwent insourcing and harmonisation of conditions of employment for support services.Research purpose: This study aims to determine how harmonisation shapes outcomes among support service labour in selected higher education institutions and to develop a management framework to harmonise conditions of employment following insourcing.Motivation for the study: The study capitalises on organisational complexities in higher education institutions that experienced insourcing of support services employees to address concerns assumed to be premised on historical exclusionary and exploitative employment practices. The study documents the experience and perceptions of institutional stakeholders in creating new knowledge on harmonisation following insourcing.Research approach/design and method: Employing a qualitative approach, 16 interviews were conducted with selected multi-level management and personnel directly involved in a harmonisation.Main findings: The study found tangible and intangible aspects, processes and other psychological perspectives on implementing harmonisation across employment levels. Furthermore, it was found that an efficient and effective harmonisation framework is required. Effective harmonisation for inclusion was viewed as being compromised by factors such as government intervention, and a lack of policy, framework and legislation to guide the process.Practical/managerial implications: Practical recommendations are provided for implementing harmonisation strategies following insourcing across employment levels in South African higher education institutions.Contribution/value-add: The study contributes to novel theory on harmonisation after insourcing and provides a management framework for harmonisation of conditions of employment.

Legal Aspects of Integrated Conservation and Utilization of Cultural Heritage in Bogor City Based on Eco-Tourism

The cultural heritage sites in Bogor hold significant historical value and present challenges for their preservation and sustainable utilization to enhance community welfare. Bogor is a popular tourist destination for people in the surrounding areas, which necessitates careful anticipation and regulation to ensure the sustainable preservation and utilization of these cultural heritage sites. Besides their tangible aspects, the role of traditional knowledge as intangible culture is crucial in the sustainable preservation and utilization of these sites. Therefore, a legal model that can accommodate these variables is essential. Using a qualitative method complemented by triangulation as a technique to verify the accuracy of the obtained data or information, this research aims to identify and inventory the tangible and intangible cultural heritage in Bogor; analyze the interconnection between tangible and intangible cultural heritage in Bogor for the development of eco-tourism; and then discuss more comprehensively the legal aspects of the preservation and utilization of cultural heritage in Bogor City based on eco-tourism.

Understanding Traditional Retail Dilemma and Identifying Possible Solutions Based on New Retail Model: A Case Study of Chinese Market and Fresh Hema

The COVID-19 pandemic and online shopping have hit traditional retail which is still struggling to transform, while academics lack an up-to-date and systematic summary of the traditional retail dilemma. In addition, the New Retail business model appears as a potential solution. However, it remains to be seen whether it can provide a more effective means for physical retailers to stay competitive. In this instance, this paper attempts to summarise the dilemma of traditional retail from the perspective of CPT theory and to identify potential solutions that emerged from the New Retail model. The author employs the case study approach to investigate the Chinese retail market and Fresh Hema. Also, the Data Analysis Spiral is used to analyse secondary data. The findings demonstrate that the retail dilemma reflects on the channel, individual, tangible, and tangible aspects and that the New Retail model can handle the majority of problems with the exception of corporate awareness and monetary issues.

Service quality, customer sentiment and online ratings of beach hotels: an analysis of moderating factors

PurposeThis study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.Design/methodology/approachThe study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.FindingsEight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.Practical implicationsHotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.Originality/valueThis study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.

ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN PADA KANTOR IMIGRASI KELAS I KHUSUS TPI NGURAH RAI

This research was conducted to analyze the level of public satisfaction with services at the TPI Ngurah Rai Special Class I Immigration Office, which was motivated by the high number of complaints and requests for information as well as the lowest rating from Google reviews among other immigration offices in Bali. The results of previous research show varying results regarding the influence of tangible, reliability, responsiveness, assurance and empathy aspects on community satisfaction. The aim of this research is to determine the effect of service quality using ServQual (tangible, reliability, responsiveness, assurance and empathy) on community satisfaction at the TPI Ngurah Rai Special Class I Immigration Office partially and simultaneously. This research uses descriptive quantitative methods. The total sample was 100 respondents with sampling using the accidental sampling method. The data analysis technique uses multiple linear regression analysis with hypothesis testing using the t test and F test. The results simultaneously show that the variables tangible, reliability, responsiveness, assurance and empathy have a significant effect on community satisfaction. Partial results show that the tangible and assurance variables do not have a significant effect on community satisfaction, the empathy variable has a negative but not significant effect on community satisfaction, and the reliability and responsiveness variables have a significant influence on community satisfaction. The determination test showed that 62.9% of the variation in community satisfaction variables could be influenced by tangible, reliability, responsiveness, assurance and empathy variables.

Tingkat Kepuasan Pasien terhadap Pelayanan Kefarmasian di Apotek Medika Usada

Patient satisfaction measures patients’ emotional responses towards pharmacists’ services. It is based on tangible aspects like the pharmacy’s appearance, reliability, responsiveness, assurance, and empathy. It is influenced by the fulfilment of patient expectations, the availability and completeness of medications, and the staff’s friendliness. This research uses descriptive research from 20 May to 4 June 2024. The satisfaction of prescription services is measured using a validated questionnaire. The sample used consists of 96 respondents who meet the inclusion criteria. The data obtained from the questionnaire results were then calculated to determine the percentage of patient satisfaction, which can subsequently be categorized as satisfied or dissatisfied based on the established percentages. The result indicates that patient satisfaction based on reliability is 74.21%, categorized as satisfied. Responsiveness is 74.58%, and it is categorized as satisfied. Assurance is 73.85%, categorized as satisfied. Empathy is 75.15%, categorized as satisfied, and Tangibles is 74.11%, categorized as satisfied. From the five dimensions, an average score of 74.38% was obtained, categorized as satisfied according to the percentage range of 61-80%, which indicates a satisfied rating. Based on the data analysis and discussion above regarding the patient satisfaction questionnaire related to pharmaceutical services at Medika Usada Pharmacy, it can be concluded that patients feel satisfied with the services provided.

ANALYSIS OF THE IMAGE OF KUPANG’S STRAAT ‘A’

"City image" refers to the perception of a city, shaped by visual experiences, social interactions, and cultural influences. It includes physical elements like architecture and landscapes, as well as intangible factors that define the city's identity and functionality.Aims: This research project aims to explore the relationship between the tangible and intangible aspects of the image of Kupang's Straat "A" neighborhood.Methodology and Results: The research first examines Kevin Lynch's city image principles. It documents the physical elements of Straat "A" using tissue analysis maps, followed by an analysis of both physical and non-physical elements through perceptual and experiential approaches. Finally, the dominant elements of Kupang's Straat "A" urban image are interpreted.Conclusion and Impact: The research identifies three of the five physical elements of city image—paths, districts, and nodes—along with dominant non-physical elements like collective stories, identity, social activities, and user experiences. These findings enhance city image theory and offer valuable insights for urban design, particularly for architects and stakeholders.