Dimensions Of Assurance Research Articles

Assessing the Gap Between Women's Expectations and Perceptions of the Quality of Intrapartum Care in Jordan: A Two-Stage Study Using the SERVQUAL Model.

Although Jordan has made significant progress toward expanding the utilization of facility-based intrapartum care, prior research highlights that poor service quality is still persistent. This study aimed to identify quality gaps between women's expectations and perceptions of the actual intrapartum care received, while exploring the contributing factors. Utilizing a pre-post design, quality gaps in intrapartum care were assessed among 959 women pre- and postchildbirth at a prominent tertiary hospital in northern Jordan. Data were gathered using the SERVQUAL scale, measuring service quality across reliability, responsiveness, tangibles, assurance, and empathy dimensions. The overall mean gap score between women's expectations and perceptions of the quality of intrapartum care was -0.60 (±0.56). The lowest and highest mean gap scores were found to be related to tangibles and assurance dimensions, -0.24 (±0.39) and -0.88 (±0.35), respectively. Significant negative quality gaps were identified in the dimensions of assurance, empathy, and responsiveness, as well as overall service quality (p < 0.001). The MLR analyses highlighted education (β = 0.61), mode of birth (β = -0.60), admission timing (β = -0.41), continuity of midwifery care (β = -0.43), physician's gender (β = -0.62), active labour duration (β = 0.37), and pain management (β = -0.33) to be the key determinants of the overall quality gap in intrapartum care. Our findings underscore the importance of fostering a labour environment that prioritizes enhancing caregivers' empathetic, reassuring, and responsive skills to minimize service quality gaps and enhance the overall childbirth experience for women in Jordan. This paper is a collaborative effort involving women with lived experiences of childbirth, midwives, and obstetrics and gynaecologist physicians. The original idea, conceptualization, data generation, and coproduction, including manuscript editing, were shaped by the valuable contributions of stakeholders with unique perspectives on intrapartum care in Jordan.

Analysis Of Service Quality On Internal Disease Poly Patients' Interest In Returning Patients At Gambiran Hospital, Kediri City

Background. Quality service provides satisfaction to customers, which ultimately results in customers making repeat use/interest in repeat visits and recommending the health service to others. Quality health services include five dimensions of quality, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy). The aim of the research is to analyze the quality of service on the interest in repeat visits of internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City. Research methods. Quantitative research uses a cross-sectional approach (cross sectional study). The population in the study were all new internal medicine patients who visited the Gambiran Regional Hospital, Kediri City with a sample of 105 respondents. The sampling technique uses purposive sampling technique. The independent variable is service quality (tangible (physical evidence), reliability, responsiveness, assurance and empathy) and the dependent variable is interest in repeat visits. Data collection techniques used questionnaires and were analyzed using chi-square. Research result. The chi square test results for the dimension of physical evidence (tangible) are PR=2.221, 95%CI =1.078-4.533, p-value = 0.037 and the dimension of reliability (reliability) is PR=5.903, 95%CI =2.207-15.785, p-value = 0.037, which means that there is a relationship between physical evidence (tangible) and reliability (reliability) with the interest in revisiting internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City. The dimensions of responsiveness (responsiveness), assurance (assurance) and empathy (empathy) have no relationship with interest in revisiting internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City (p-value ≥ 0.05). Conclusion. There is a relationship between the quality of service in the tangible dimension (physical evidence) and reliability (reliability) on the interest in repeat visits of internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City. Therefore, there is a need for synergy among one work unit to increase interest in repeat visits.

Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Seroja Bekasi Menggunakan Metode Servqual

Puskesmas as a health service center has two functions, namely the function of general services and the function of clinical or medical services. Indications of service at the puskesmas can be reflected in the patient's perception of the health services received. Puskesmas Seroja Bekasi has 27 health experts and eight employees in the administrative field. The problem to be studied is about the level of patient satisfaction at the Seroja Health Center and proving the satisfaction level of the Seroja Health Center patient or patient dissatisfaction with the influence of the services provided by the Puskesmas. The method used in this study is a service quality approach to see a picture of patient satisfaction with health services, so that it can be seen the elements that are maintained and improved by the Seroja Health Center and can further improve the quality of its services. From the research results, the gap value (the gap between the reality value and the expected value) for the tangible dimension is (-0.52), the responsiveness dimension is (-0.7), the reliability dimension is (-0.54), the assurance dimension is (-0.54) -0.79), and the empathy dimension is (-0.55).

OVERVIEW OF THE LEVEL OF SATISFACTION OF THE PATIENT'S FAMILY AT THE CHILDREN'S POLY OF INDRAMAYU HOSPITAL

Success in providing hospital services is measured by the level of patient satisfaction and patient family, satisfaction is a person's feeling of pleasure or disappointment with the impression obtained when or after receiving services. The purpose of the study was to determine the picture of the level of satisfaction of the patient's family at the children's poly of RSUD Indramayu. This research uses quantitative research methods with a descriptive approach. The population in this study was the families of patients in the children's poly, for the sampling technique using accidental sampling as many as 85 respondents. Research instruments using questionnaires and data analysis using univariate. The results of this study found that as many as 48 respondents (56.5%) of patients' families were satisfied and 37 respondents (43.5%) of patients' families were dissatisfied, with dimensions tangible 65 respondents (76.5%) patient families are satisfied, reliability dimensions 68 respondents (80%) patient families are satisfied, responsiveness dimensions 68 respondents (80%) patient families feel dissatisfied, assurance dimensions 53 respondents (62.4%) and empathy dimensions 85 respondents (100%) patient families feel satisfied. The conclusion of this study illustrates the level of satisfaction of the patient's family at the children's poly of Indramayu Hospital, the results were obtained in the satisfied category of as many as 48 respondents (56.5%) and did not meet the minimum hospital service standards determined by the Ministry of Health of the Republic of Indonesia, which is ≥90%. It is recommended that medical personnel be able to make efforts or efforts in improving the health services provided.

Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis

One way to be superior to competing companies in the service field, especially customer satisfaction, is by analyzing service quality. Satisfied customers can increase their loyalty and have more trust in a company, so they can continue using its services. PT. XYZ is a company that offers logistics accommodation services; this research took the period from January 2023 to February 2024. It is known that the number of fluctuating customers tends to decrease. Apart from that, there were also several complaints submitted by customers, including products arriving late, inability to fulfill customer requests, delays in the delivery process, and top payments not being evenly distributed. This research used the Servqual and Quality Function Deployment (QFD) methodology. The Servqual method was carried out by distributing questionnaires to 95 respondents to identify the biggest gaps based on the dimensions of tangibles, reliability, assurance, empathy, and responsiveness, which was then carried out with a QFD analysis to determine the priority of corrective action. based on technical response. The research results show that the reliability dimension has the largest gap value, 0.21. A QFD analysis is carried out objectively to determine quality improvement based on technical responses obtained from customers' voices. In the QFD analysis, it is known that the priority corrective actions that must be taken are carrying out correct transaction recording, faster employee processes, increasing employee skills, increasing security, optimizing the system, and increasing availability. Keywords: Customer Expectations, Customers Satisfaction, House of Risk, Service Quality, Quality Function Deployment

Analysis of Trust and Quality of Service on Patient Satisfaction at Barito Selatan Hospital in Central Kalimantan

This research in the field of services marketing aims to determine and analyze the influence of service quality dimensions of tangible, reliability, responsiveness, assurance and empathy partially and simultaneously on patient satisfaction at the South Barito Regency hospital in Central Kalimantan Province. The research method used in this research is a quantitative method with the type of research, namely field research and analyzed using partial study statistics (PLS). The sample in this research was selected using non-probability sampling techniques. The number of samples used was 200 patients as respondents. The results of this research show that: tangible service quality has a significant effect on the patient satisfaction variable, the service quality dimension of reliability has a significant effect on the patient satisfaction variable, the service quality dimension of responsiveness has a significant effect on the patient satisfaction variable, the service quality dimension of assurance has a significant effect on the variable patient satisfaction, the service quality dimension of empathy has a significant effect on the patient satisfaction variable

The Impact of Service Quality on Customer Satisfaction of BPJS Employment at The Mojokerto Branch Office

The quality of public services needs to be optimized in order to meet the expectations of service users and strengthen public trust in government institutions. Several indicators to measure the quality of public services include: tangible, reliability, responsiveness, assurance and empathy. The aim of the research is to examine in depth the quality of public services which have an impact on community satisfaction through a qualitative approach. This research was conducted at BPJS Employment Mojokerto branch office, East Java Province, Indonesia. Research sampling used snowball sampling where existing subjects provided references to recruit the required samples. In this technique an individual subject provides information about only one other subject and then the chain continues with only one reference from one subject. This pattern is continued until the subjects available as samples are deemed to have met the requirements. The research subjects are customers who intensively use BPJS Employment services. The results of this research conclude that the quality of service at BPJS Employment, including the dimensions of tangible, reliability, responsiveness, assurance and empathy, its implementation is in line with the expectations of service users so that they feel satisfied with the services provided by BPJS Employment Mojokerto.

Exploring The Service Quality of Different Fast-Food Restaurants in Faisalabad City

Background: The fast food industry in Faisalabad has experienced significant growth, making the evaluation of service quality an important area of study to sustain this growth and competitive edge. Previous research has emphasized the importance of service dimensions such as tangibility, assurance, reliability, responsiveness, and empathy in shaping customer satisfaction and loyalty, particularly in the context of rapid globalization and increasing customer expectations. Objective: This study aimed to assess the impact of service quality dimensions on customer satisfaction within international fast food franchises in Faisalabad, with a focus on identifying key areas for improvement to enhance overall restaurant performance. Methods: A systematic random sampling method was used to select 300 participants aged between 18 to 35 years from prominent fast food franchises. Data were collected using a structured SERVQUAL questionnaire, which measured five dimensions of service quality. Statistical analyses, including descriptive statistics and reliability testing, were conducted using SPSS version 25.0 to evaluate the data. Results: The results indicated a generally high level of customer satisfaction, with 65% to 75% of respondents expressing satisfaction across the service dimensions. The dimensions of reliability and responsiveness were particularly noted for their positive impact on satisfaction levels. The mean scores for service dimensions ranged from 3.74 to 4.00, demonstrating a favorable reception of service attributes. However, the assurance dimension scored lower in terms of internal consistency (Cronbach's Alpha = 0.551), suggesting variability in this area. Conclusion: The study confirmed that service quality significantly influences customer satisfaction in the fast food industry in Faisalabad. While the majority of customers are satisfied with the current level of service, continuous improvements in staff training and operational efficiency are recommended to further enhance customer satisfaction and loyalty. Keywords: Fast Food Industry, Service Quality, Customer Satisfaction, SERVQUAL Model, Faisalabad, Systematic Sampling, SPSS Analysis, Reliability Testing, Service Dimensions.

Kualitas Pelayanan dalam Pembuatan Surat Keterangan Kependudukan

This research aims to find out how much service quality is achieved in making population certificates in Mekarsari Village, Cikajang District, Garut Regency. In this research, the author uses the SERVQUAL (Service Quality) theory with 5 dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The method used is descriptive with a quantitative approach. The results of this research show that the quality of service in making population certificates in Mekarsari Village, Cikajang District, Garut Regency, based on the tangible dimension, is in the good category, while the dimensions of reliability, responsiveness, assurance and empathy are in the very good category. Overall, the results obtained from the average calculation for all SERQUAL dimensions were 3.10, which means it is in the very good category. In conclusion, all service activities in making population certificates in Mekarsari Village have been running very well and can provide quality services to the community because the service in making population certificates is quite simple, including the process, completeness and file requirements as well as the costs required. and the time required is also not long Keywords: Service Quality, Mekarsari Village Government, Population Certificate

Analisa Kualitas Pelayanan dengan Pendekatan Service Quality dan Quality Function Deployment (Studi Kasus: Bagian PSA (Pelayanan Satu Atap di ITATS)

Higher education becomes not only the center of knowledge but also a place to explore and improve all aspects of excellent service that can improve its image. Therefore, every university will be increasingly required to always provide good service because students are always looking for the one that provides the best service for them. Institut Teknologi Adhi Tama Surabaya, or ITATS, is the most complete and qualified engineering college in East Java. However, there are still deficiencies in service quality that need to be improved, such as the quality of service for new student registration. The registration service at ITATS is still quite complicated, inefficient, and ineffective. This study aimed to determine the attributes of service quality and improve service performance in the future. It employed the service quality (servqual) and quality function deployment (QFD) methods. The results of the ITATS service quality research indicated that the biggest gap was in the assurance dimension, with a value of -0.39. Meanwhile, theemployee was the attribute with the highest level of importance that could provideservices effectively and efficiently

SECOND ORDER ANALISIS DIMENSI 5C TEAMWORK TERHADAP KINERJA TENAGA KESEHATAN PADA RUMAH SAKIT PEMERINTAH

The level of public health cannot be separated from the quality of health services so that high hospital accreditation status is needed considering that hospital accreditation reflects the high and low quality of services that hospital administrators can provide to their patients. This requires optimal human resource management to improve the performance of hospital health workers. One of the dominant factors in the performance of health workers is positive organizational behavior, namely through teamwork. Teamwork describes actions that are planned and managed optimally by each member of the organization to maximize performance. For this reason, this research was carried out to test the influence of the dimensions of the teamwork variable on the performance of hospital health workers. A total of 10 dimensions and 30 indicators were used with a survey method carried out by distributing Google forms. The population in this study was four government hospitals in Banten province using a proportional random sampling method of 150 respondents. The research results show that the 30 indicators used to measure dimensions and latent variables have good validity and reliability. The results of the inner model analysis show very high goodness of fit index values ​​for each dimension which describes high suitability or no discrepancy between the observed values ​​and the expected values ​​in the research model. The results of hypothesis testing showed that the sixteen hypotheses constructed had T-statistic values ​​&gt; 1.96 and P-values ​​&lt; 0.05 so all hypotheses were accepted. The results of this research also found a novelty where the teamwork variable was more dominantly influenced by the comporting dimension, while the health worker performance variable was more dominantly influenced by the assurance dimension. Considering the very high results of the influence of each dimension and the influence of exogenous to endogenous, this is an input for hospital management to be able to improve interpersonal relationships through improving good teamwork in work teams to create conducive conditions and increase employee performance

Analisis Kualitas Pelayanan Publik Pada Telkom Di Kabupaten Tana Toraja

This study aims to obtain an overview of the quality of public service at Telkom in Tana Toraja Regency by using the service quality dimension. The design of this research is descriptive. The data taken in this study usea a questionnaire method, observation and documentation conducted at Telkom in Tana Toraja Regency. The result of this study indicate that the quality of public services at Telkom in Tana Toraja Regency is of good quality. Where from the five dimensions of service quality used to measure service quality, namely the Tangiabel dimension is in the good attitude category, the Reability dimension is in the good attitude category, the Responsiveness dimension is in the good attitude category, the Assurance dimension is in the good attitude category and the Empathy dimension is in the very good attitude category.

Patient Satisfaction in the Inpatient Ward of Aceh Government Hospital: Case Study

Quality health services are services provided effectively and efficiently, focusing on the needs and expectations of patients and following a code of ethics. Patient satisfaction is an indicator of quality health service output. Patient satisfaction is a level of feeling from patients that arises from the performance of health services obtained after comparing it with what they expected. The quality of health services is directly proportional to patient satisfaction. However, patient satisfaction rates are still low, making it a problem for hospitals in low- and middle-income countries. This case study aims to determine patient satisfaction in the inpatient ward of Aceh Government Hospital. This case study is a quantitative study with a cross-sectional study design; the sampling technique uses a total sampling of 30 patients. The data collection tool uses the SERVQUAL Questionnaire, data analysis uses descriptive statistical tests and dimension by dimension gap score analysis. The research results for all dimensions of patient satisfaction have a negative gap score. The most dissatisfied dimension is empathy, with a gap score of -0.59, 87.70% suitability, while the lowest is the assurance dimension, with a gap score of -0.35, 92.70% suitability. Overall, the average reality value (x) is 4.29, the average expected value (y) is 4.80, the average gap score is -0.51, and the average conformity value is 89.37%. The results of the Cartesian diagram analysis show that the eight attributes included in quadrant A are the main priorities that must be immediately improved. The results of this case study show that, in general, all dimensions of satisfaction show a negative gap score, so hospital management is expected to balance expectations and reality regarding health services, especially those related to the eight main priority attributes of patient satisfaction in quadrant A.

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PASIEN PADA KELAS VIP, 1, 2, DAN 3 (STUDI PADA RSU PKU MUHAMMADIYAH GAMPING YOGYAKARTA)

This thesis examines the influence of service quality and price to patient satisfaction at the class VIP, 1, 2, and 3 in RSU PKU Muhammadiyah Unit 2 Gamping Yogyakarta. The issues examined are: there is influence of service quality and price to patient satisfaction simultaneously at class VIP, 1, 2 and class 3 in RSU PKU Muhammadiyah Unit 2 Gamping, there is influence of service quality dimensions to patient satisfaction individually at class VIP, 1, 2 and class 3 in RSU PKU Muhammadiyah Unit 2 Gamping, and there is influence of service prices on patient satisfaction individually at class VIP, 1, 2 and VIP 3 in RSU PKU Muhammadiyah Unit 2 Gamping.&#x0D; This research is quantitative with the cross sectional study such as data collected only once. Data collected using questionnaires. Questionnaires carried out on 160 RSU PKU Muhammadiyah Unit 2 Gamping patients who are derived from the class VIP, class 1, 2, and class 3. Respondents determined by using convenience sampling who have stayed at PU Muhammadiyah Hospital Unit 2 Gamping at least 1 day.&#x0D; From the study, it is found that there is significant effect of service quality and price simultaneously on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping. It is known from the results of the F test which is getting significant results for all classes at µ (0,05). This means that hypothesis 1 proved (There is the influence of service quality and cost simultaneously on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping). There is significant influence of dimensions of service quality individually to patient satisfaction at class VIP, 1 , 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping. It is known from the results of the F test which is getting significant results for all classes at µ (0,05). This means that hypothesis 2 proved (There is the influence of the dimensions of service quality individually on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping). In this case dimension that has a significant influence on the VIP is tangibles dimension, responsiveness and empathy (the most dominant is empathy). Dimensions that have a significant influence on the class 1 is responsiveness dimension and empathy (the most dominant is empathy). Dimensions that have a significant influence on the class 2 is all dimensions (the most dominant is reliability). Dimensions that have a significant influence on the class 3 is assurance dimension (the most dominant is assurance).&#x0D; There is significant influence of price to patient satisfaction individually at class VIP, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping, except in patients class 1. It is known from the t test at µ (0,05).

ANALISIS EKSTERNAL DALAM UPAYA PENGEMBANGAN MUTU PELAYANAN RAWAT INAP DI RSUD PANEMBAHAN SENOPATI BANTUL

Background: Panembahan Senopati Hospital in Bantul as one government hospital in order to survive and be able to compete with other centers must be able to develop it self according with quality demand. Effort to the win that competition can be done by improving service quality and providing services properly as expected by the customerThere for, Panembahan Senopati hospital need to have a quality plan by identifying their customer need to improve the quality services. Based on customer needidentification process, service quality development stretegies can be arranged.&#x0D; Objectives: To know the gap between expectation and reality external customer for the quality of care in Panembahan Senopati Bantul Hospital, knowing the gap between expectation and reality of customer as an ingredient in developing a strategy of development of quality service in Panembahan Senopati Hospital.&#x0D; Methods: The research is quantitative research with cross sectional design. The study was conducted on November 2013 in Panembahan Senopati Bantul Hospital. The sampel Obtained was 100 people. The sampling design is random sampling. The data analysis with defferent test average in pairs (t-test).&#x0D; Result: The result showed that there are significant gaps between the average expectation and reality (p&lt;0,05). The significant gap score on Class II there are dimension Emphaty of nurse with gap=0,010. Class III and VVIP there is gap significant in communication dimension with gap=0,049 andgap 0,011 and assurance dimension with gap= 0,001 on Class III. The significant gap score on Classn1there are dimension tangible with gap 0,016. While the other dimension are not gap significant.&#x0D; Conclusion: Quality of service in Panembahan Senopati Hospital for VVIP still does not meet customer expectations, then quality of service in Panembahan Senopati Hospital for class II and III still does meet customer expectation.

User-generated Contents(UGC)를 이용한 지각된 서비스품질 측정과 온라인 구전이 지각된 소비자 품질 불확실성에 미치는 영향에 관한 연구

This study aimed to measure perceived service quality by analyzing consumer reviews posted on online review platforms. The proposed Perceived Service Quality Index (PSQI) was validated by examining whether its five dimensions could explain overall satisfaction, a non-financial performance indicator for customers. The findings showed that the PSQI was partially valid, with four out of five dimensions significantly explaining the average rating, a proxy for overall satisfaction. To demonstrate the applicability of the PSQI, this study also investigated the impact of electronic word-of-mouth (eWOM) on consumers' uncertainty in perceived service quality using longitudinal PSQI data. The findings indicate curvilinear relationships between eWOM and consumers' uncertainty in the dimensions of assurance, tangibility, and food. Specifically, insufficient information in the eWOM environment may increase uncertainty in these service quality dimensions, while exceeding a certain level of eWOM may decrease uncertainty. Therefore, this study suggests that restaurant managers should continuously monitor and manage the information level distributed through online review platforms to reduce consumer uncertainty in the purchasing decision-making process.

PROFILE OF CUSTOMER SATISFACTION LEVEL WITH SELF-MEDICATION SERVICES AT PADANG GUCI 2 PHARMACY, BENGKULU CITY

Self-medication (swamedication) is effort to use or obtain drug without diagnosis , doctor's advice , prescription , supervision therapy or use drug For treat self Alone without consultation with health workers . Self-medication usually done to treat complaints about minor illnesses that people often experience, such as pain, dizziness, cough, fever, etc. If self-medication is done correctly, it can help improve the patient's health. However, on the other hand, if self-medication is done incorrectly, new diseases will arise. The aim of this research is to obtain information about the level of patient satisfaction regarding self-medication services at the Padang Guci 2 pharmacy, Bengkulu City .This research is descriptive research with a quantitative approach. Data and information were collected from respondents using a questionnaire. The sample obtained was 100 respondents. Data analysis used univariate analysis. The results of the research show that the level of patient satisfaction regarding pharmaceutical services in Padang Guci 2 is that in the reliability dimension, the average score was 97% with a statement of very satisfied, in the responsiveness dimension , the average score was 97% with the statement very satisfied, in the assurance dimension , the score was obtained. an average of 95% with very satisfied information, in the empathy dimension an average score of 95% was obtained with very satisfied information and in the tangible dimension an average value of 95% was obtained with very satisfied information. The average results of the 5 dimensions are 95.8% which shows that level satisfaction customers at the Padang Guci2 Pharmacy get results very satisfied.

Tingkat Kepuasan Pasien terhadap Pelayanan Rawat Jalan Poli Penyakit Dalam pada Rsup Dr. Sitanala Tangerang

Outpatient services are an integral component of the health service delivery system in hospitals which provides and plays an important role in continuity of patient care and improving service quality. Patients have a level of satisfaction according to their respective standards for the services they have received. Patient satisfaction is a very important and comprehensive part of the quality of health services provided. Patient satisfaction is a level of patient feeling that arises as a result of the performance of the health services they have obtained after the patient compares it with their expectations. The aim of this research was to determine the satisfaction level of internal medicine outpatients available at RSUP Dr. Sitanala Tangerang using 5 dimensions of quality. The research method is quantitative descriptive research using questionnaire survey techniques. This study used a cross sectional approach because the sampling was carried out simultaneously over the same period of time using a non-random sampling method using convenience sampling of patients who came to receive outpatient services at the internal medicine clinic. With the results of the physical evidence (Tangibles) dimension of 90%, the Responsiveness dimension of 87,9%, the reliability dimension of 89,6%, the Assurance dimension of 93%, and the Attention (Emphaty) dimension of 90,8%.

The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

To perform its function of providing health services, the clinical laboratory faces several challenges, especially in the speediness and accuracy of result delivery. Some issues frequently arise during the execution. An approach to overcoming obstacles and improving service quality is to use online applications delivered via the Android system to distribute the laboratory results. This study assessed internal customer satisfaction with the use of this online application. This study employs a quantitative approach with a cross-sectional approach. The customer was given a questionnaire with 15 questions covering five aspects of service quality (tangibility, reliability, responsiveness, assurance and empathy). The questionnaire’s validity and reliability were evaluated, and the Cartesian diagram analysis was used to determine the service improvement strategy. The empathy dimension has the highest satisfaction figure, with an average of 95.39%, while the assurance dimension has the lowest, with an average of 84.62%. The majority of the quality subdimensions are found in quadrants II and III of the Cartesian diagram (five parameters each). Most subdimension quality is found in quadrant II, with as many as five subdimension quality, indicating a high level of importance and satisfaction.

Kualitas Pelayanan Publik dalam Pembuatan E-KTP di Kecamatan Cimahi Selatan

This study aims to determine and analyze the quality of public services in making E-KTP at the South Cimahi District Office. The method in this study uses a type of quantitative approach method. This study uses informants, namely the public who are given services and employees who provide services. The results of this study concluded that public implementation in the South Cimahi sub-district had inhibiting factors, namely the lack of infrastructure and human resources. There is an empathy dimension with indicators of friendly manners, respect for what has been implemented, non-discrimination and prioritizing the interests of service users, but there are indicators regarding the unfriendliness of service employees who have not realized what the community expects in serving the community. The assurance dimension with indicators of certainty and timely guarantees has been realized what the community wants. This is proven by the absence of public complaints regarding indicators on the assurance dimension. The responsiveness dimension with indicators that are timely, precise, fast, responds to complaints and is thorough has been implemented. This is evidenced by the absence of complaints from the public about indicators on the responsiveness dimension. The reliability dimension has indicators of expertise, clear service standards, accuracy and ability that have been implemented, but the indicators of employee expertise in using assistive devices for services have not gone according to the expectations of service users. The tangible dimension has been implemented with indicators of the use of convenience aids, appearance and convenience, but there are indicators that have not been fully implemented regarding the convenience of service places.