Complaint Handling System Research Articles

Penanganan Guest Request oleh Guest Service Center di Department Front Office Hotel Sheraton Mustika Yogyakarta Resort & Spa

Handling Guest Requests by the Guest Service Center in the Front Office Department at Sheraton Mustika Yogyakarta Resort & Spa.In the era of globalization and rapid growth in the tourism industry, hotel service has become a crucial aspect in ensuring customer satisfaction. The COVID-19 pandemic has changed the dynamics of the hospitality industry, and as recovery progresses, it is important for hotels to enhance the quality of their services to attract customers back. Sheraton Mustika Yogyakarta Resort & Spa, with its unique architecture and luxurious facilities, has seen an increase in occupancy post-pandemic, especially during high seasons like religious celebrations and major holidays. The task of ensuring customer satisfaction is handled by the Guest Service Center, and it is not an easy task. This department serves as the hub for all guest information and requests, acting as the front line in direct contact with hotel guests. Every agent in the Guest Service Center must possess skills such as proper speaking etiquette, telephone etiquette, quick response, and diplomatic actions to achieve a good image, ensuring that guests are satisfied with the service provided. The purpose of this research is to analyze the request handling process, identify the challenges, and find the solutions implemented by the Guest Service Center at Sheraton Mustika Yogyakarta Resort & Spa. The results of this research are expected to be used to improve service quality and has been assisted with a good customer complaint handling system.

The Influence of Car Rental Product Quality, Prices, and Complaint Handling System on Decisions to Use Car Rental Services at Botana Transport Rent Car & Tour Travel

The aim of this research is to determine the influence of product service quality, price, rental car complaint handling system on the decision to use car rental services at Botana Transport Rent Cars & Tours travel. This research was conducted at Botana Transport Rent Cars & Tours travel located on Jl. Raya Kemang, Cilegon City. The sample in this study consisted of 100 respondents using Accidental Sampling. The data analysis used is multiple linear regression. The results of the research are that product quality and the complaint handling system have a positive influence, while price has a negative influence on the decision to use a rental car at Botana Transport Rent. Cars & Tours travel. Simultaneously or at the same time, product quality, price and car rental handling system at Botana Transport Rent Cars & Tours travel. Meanwhile, the R Square value explains the decision to use car rental services at Botana Transport Rent Cars & Tours Travel is influenced by product quality, price and complaint handling system by 44.2% while the remaining 55.8% is influenced by other variables not used in this research.

초중등학교에서의 교육행정정보시스템(NEIS) 활용 AI 서면 민원처리시스템 프로토타입 개발 연구

Many teachers are experiencing difficulties in the process of handling parental complaints in schools. In particular, the stress of teachers is increasing as they often have to resolve emotional complaints on their own. The purpose of this study is to develop a prototype of an AI written complaint handling system using the Educational Administration Information System (NEIS) for handling complaints in elementary and middle schools. For the purpose of the study, design and development research methods were used to develop initial design principles based on analysis of prior literature and needs analysis targeting in-service teachers (n=21,310), and final design principles were developed through two rounds of expert validation. After that, based on the final design principles, the initial prototype was developed, and usability evaluations were conducted for teachers (n=16,713) and parents (n=95). The functions applied to the final prototype include ‘civil complaint AI function’ based on AI technology, ‘function of securing various access routes’, ‘step-by-step transfer function at the institutional level’, ‘function of protecting teachers rights’, ‘function of deep counseling’, ‘function of record storage’, ‘function of translation’, and ‘digital one-pass login function’. Based on the study findings, the study discussed the need to prevent malicious complaints or parental complaints. In the results of this study, the necessity of applying educational engineering ideas to develop a attendance system using NEIS or reduce school work was discussed.

Implementasi Whistleblowing System dalam Meningkatkan Efektivitas Pengaduan Masyarakat (Studi Pada ACRC Korea)

In disclosing allegations of wrongdoings or corruption, an effective whistleblowing reporting and handling system is required as a form of implementing good corporate governance in public services carried out by the government. By conducting a study on the implementation of the complaint system and whistleblowing system at the Anti-Corruption & Civil Rights Commission of Korea (ACRC), this research aims to determine and analyze the implementation of the whistleblowing system and the factors that influence the effectiveness of complaint management. Through a systematic literature review using PRISMA 2020 and organizational capacity analysis by using Douglas Horton’s theory, it is concluded that a complaints system must be supported by policies and strategies from top management, human resources, technological infrastructure support, monitoring and evaluation processes, and networks as an effort to increase capacity in order to create a complaint handling system and effective policy. In addition, a policy of reward and protection for whistleblowers is needed which supported both internally and through collaboration with other agencies so that whistleblowers feel safe in reporting suspected wrongdoings.

Pengaruh Relationship Marketing Terhadap Loyalitas Konsumen Klinik Navaagreen Batam

The concept of relationship marketing emerged in the fields of services marketing and industrial marketing. Relationship marketing combines offline and online strategies to strengthen bonds between businesses and customers. In essence, it involves investing heavily in connections with customer.. The objective of this study is to investigate how he trust, commitment, communication, and conflict handling influence the customer loyalty. The data collection instrument used was a questionnaire which was administrated to a total sample of 100 consumers of Navaagreen Batam Clinic. The analyses involved statistical methods such reliability and validity tests and multiple regression. The results indicated that there are positive significant relationship between (a) trust, (b) commitment, (c) communication and consumer loyalty at Navaagreen Batam Clinic. The finding also indicated that there is negative insignificant relationship between Handling Customer Complaints/Conflicts and consumer loyalty at Navaagreen Batam Clinic. The study therefore recommends that Navaagreen Batam Clinic need to implement the strategy to maintain customer trust, commitment and communication. The current study also suggest to Navaagreen Batam Clinic for improving the customer’s complaint handling system as well as to show more care and concern when relating to their customers as all these give the consumers a seen as assurance and honor as revealed by the study result.

Complaint Management Strategy in Dealing with Allegations of Malpractice in the Digital Age

In Indonesia, there has been a rise in the number of suspected medical malpractice cases, causing tangible harm to patients and undermining trust in the healthcare system. To address this growing concern in the digital era, this study aims to identify effective hospital strategies for handling complaints arising from alleged malpractice incidents. A systematic literature review was conducted, utilizing international and national databases to select and search for pertinent information on hospital complaint-handling processes and strategies in the digital era. The study underscores the significance of establishing a comprehensive complaint-handling system in hospitals to address increasing complaints. Key strategies identified include preparing professional resources dedicated to handling complaints, enhancing awareness regarding patient safety, and ensuring strict adherence to existing Standard Operating Procedures (SOPs). By adopting the identified strategies, hospitals can mitigate the adverse effects of medical accidents, improve patient safety, and rebuild trust between patients and medical personnel in the digital era.

Efforts Of Guest Relations Officer Of Hotel Tentrem Semarang In Handling Guest Complaints

In the daily operation of a hotel, it is inevitable that guest complaints will occur. Even though all the facilities and services provided are up to standard, it is not uncommon for hotels to encounter obstacles or problems that cause guests to be disappointed and guests submit them in the form of complaints. With this complaint phenomenon, a hotel provides a complaint service that connects guests with the hotel as a complaint handling strategy. This section is the Guest Relations Officer, Guest Relations is responsible for complaints submitted by guests and ensures that the service that guests receive during their stay is the best service. The author conducts research on Guest Relations efforts in handling complaints that occur at hotels. Because the Guest Relations Officer is tasked with handling complaints, a complaint handling system is needed that is systematically arranged. As an effort to handle complaints, a standard for handling complaints has been established. This standard is a benchmark for a hotel in providing Guest Relations services for guests. This study uses a qualitative descriptive research method. To obtain the data needed for writing this research using four methods, namely interviews, observation, documentation, and literature study so as to obtain accurate data. The data obtained is arranged in a research result that will be used as the author's final project. From the results of research conducted by the authors found that the handling of complaints carried out by the Guest Relations Officer at Hotel Tentrem Semarang went well so that complaints that occurred could be resolved properly. In addition to handling complaints, the authors also found that the Guest Relations Officer was also in charge of handling VIP guests, where these VIP guests were important people or members of the government. The results of this study indicate that the Guest Relations Officer is very influential in the service of a hotel, because listening to guest complaints and dealing with complaints can maintain guest confidence in the services provided by the hotel.

Influence Of Relationship Marketing On Customers’ Loyalty Among Solar Power Consumers In Ekiti State, Nigeria

The study investigated the effect of Customers Relationship Marketing on Customers’ Loyalty among Solar Power Consumers in Ekiti State, Nigeria. The study employed simple linear regression. The research findings revealed that customer loyalty is being explained by customer relationship marketing dimensions (commitment, trust and Customers’ complaint handling) to the tune of 60%, 68% and 91% respectively. The null hypotheses that relationship marketing components do not significantly affect customers’ loyalty were tested and rejected, their P-Values having been found significant at 0.05 level of significance. Thus, the alternative hypotheses were upheld. The study therefore recommends that solar power firms need to maintain a definite strategic plan to maintain customers’ trust, commitment and company’s customers’ complaint handling system as well as to show more care and concern when relating to their customers as all these give the consumers a sense of assurance and honor as revealed by the study.

0445 Real-world Evaluation of Upper Airway Stimulation system survival using post-market surveillance data

Abstract Introduction Upper airway stimulation (UAS) has become a viable treatment alternative for well selected patients with moderate to severe obstructive sleep apnea (OSA) who struggle to tolerate positive pressure (PAP) therapy. Post-market surveillance is required of medical device manufacturers to assess treatment outcomes, complications, and device failure. We aim to utilize this surveillance data to assess rates of revision and removal of the Inspire (Minneapolis, MN) UAS system in a real-world setting. Methods Post market surveillance data was compiled from manufacturer’s complaint handling system for explants and revisions of the hypoglossal nerve stimulator. Data collection began in January 2018 and was available through September 30 2022 at the time of analysis. Implant procedures from January 2018 through September 2021 were analyzed for events within one year of implant. Events were classified into categories. A subset of these devices implanted before September 30 2019 were analyzed for events between one and three years after implant. Results Between Jan 01 2018 and Sep 30 2021, 15282 devices were implanted. Within one year of the implant, 121 devices (0.8%) were explanted for: infection (66), elective (32), MRI (10), other (10), and twiddler syndrome (3). Surgical revisions were required for 245 patients (1.6%) for: surgical correction (139), device defect (81), other (21), cardioversion (2), twiddler syndrome (1), and MRI (1). A subset of 5080 of these devices were implanted prior to September 30 2019. Between one year and three years following implant 119 devices (2.3%) were explanted for: elective (58), MRI (35), infection (15), Other (9), and twiddler syndrome (2). Surgical revisions were performed for 160 patients (3.1%) for: surgical correction (64), device defect (57), other (32), twiddler syndrome (5), and cardioversion (2). Conclusion As with any implantable medical device, a certain rate of revision and explant is expected for device, patient, and medical indications. The rate of UAS revision and explantation is low at both the 1 year and 3 year time points. UAS implantation is a safe alternative to CPAP for well selected patients with a low rate of unexpected reoperation for either revision or hardware explantation. Support (if any) Inspire Medical

Framework for Dispute Resolution in Malaysian Higher Education: A CrossJurisdictional Analysis

Effective Complaint handling is fundamental to the growth of businesses and other institutions including the higher education institutions (HEIs). Education although argued to be mainly public good, higher education students are perceived as customers in a private enterprise and sometimes mixed goods. This perception reinforces the need to focus on the satisfaction of students on the quality of services they receive in Higher Education Institutions (HEIs). An effective complaint handling mechanism is therefore a means to ensure student complaints do not aggravate to conflicts. This aspect has not been adequately addressed in literatures; the laws of Higher Education Institutions in Malaysia have no clear provisions for complaint handling. Doctrinal method and qualitative techniques are employed in this work by online search of existing legislation in Malaysia, United States, United Kingdom, and other countries. Also, utilizing library materials, and internet sources like google scholar, Hein Online and, Jstor and Ebscohost (IIUM Discovery online) to discover literatures on this subject. This method reveals the global best practices in higher education complaint handling. The United Kingdom, United States and Australia are the models examined because these are foremost countries where University Ombudsmen offices were established and the complaint handling system in universities have developed overtime. Independence, accessibility, transparency, hierarchy of complaints (internal and external independent Ombudsmen) are some of the unique qualities in the complaint handling system in the countries especially in the United Kingdom. This paper therefore proposes a similar framework for Malaysia’s HEIs.All papers must include an Abstract. The Abstract and Keywords text should be 11 point Calibri, full justified and contained within one paragraph. Begin the Abstract with the word ABSTRACT. Do not Indent. Do not cite references in the abstract. The abstract should beapproximately 150 words. Avoid using abbreviations in the abstract.

The European Commission’s Handling of Non-priority Antitrust Complaints: An Empirical Assessment

The Union legislature and courts leave the European Commission a wide discretion in dealing with antitrust complaints submitted to it. The principal external constraint is that if the Commission chooses not to pursue a formal complaint, it must reject it by means of a reasoned decision, which may be subject to judicial review. But the Commission’s administrative discretion is primarily structured and confined by self-imposed rules and principles. Most of these were introduced or formalized when Regulation 1/2003 was adopted and were intended to incentivize complainants to inform the Commission about potential infringements of the EU antitrust rules. This article maps the precise boundaries of the Commission’s discretion to shelve non-priority antitrust complaints and subsequently examines how the Commission operates within that discretionary space. The empirical analysis is based on a unique dataset of all the rejection decisions the Commission adopted between 2009 and 2021, many of which were uncovered and obtained through access to documents requests. It reveals certain discrepancies between the stated rules and principles governing its treatment of complaints and their implementation in practice, which have the clear potential to undermine the incentives the current complaint handling system sought to create for the filing of formal complaints. antitrust, European Commission, complaints, complainant, prioritization, rejection, enforcement, discretion, priority setting

Examining the Influence of Physical Facilities, Customer Complaint Handling and E-service on Customer Switching Intention

The main intention of this study was to determine the drivers of customer switching behaviour in the Nigerian road transport industry using firms in the South East. The researchers adopted the cross-sectional survey research method in this study. The questionnaire served as the major instrument for primary data collection. The study focused on the customers of eight road transport firms (ABC, Peace Mass, God is Good Motors ITC, Abia Line, ESTMASS, TRACAS, and EboMass) in the South East of Nigeria. The sample size for the study was 371 customers of the selected transport firms. Thus, three key drivers of customer loyalty were considered in this study including physical facilities, complaint handling system and e-service availability. The study found positive correlation between all the variables and customer switching intention.

Effective Factors Influencing the Intention to Use Citizens Complaint Handling System

The citizen's complaint handling system aims to make citizens easily file a complaint against the condition and development of the city so that it can be followed up immediately, but the implementation of this Smart City program is less than optimal. The real condition shows that there are still many citizens who have not used this application. This study aims to evaluate what factors influence the citizen's intention to use the complaint handling application. The methodology used in this study is a qualitative method with a phenomenological approach. This study conducted in-depth interviews with six research informants, then the results of the interviews were tested and analyzed, and the interview data was encoded. The results of this study found factors that influence the intention to use complaint handling applications. These factors are citizen awareness, social influence, perceived usefulness, and trust. The expected result is a new model that can be implemented to improve the use of complaint handling applications and similar e-government services.

Evaluation of National Health Assurance Service Quality

Patient satisfaction is the response of patients to the suitability of the level of patient expectations before and after they receive the services. One way that can be done to measure community satisfaction with government services is to use a community satisfaction survey. This study aimed to determine the quality of JKN services in Demang Sepulau Raya Central Lampung Hospital. The type of research used was quantitative. The population in this study amounted to 764 respondents. These respondents were selected from the JKN data as a whole, then selected n (data) is active, the sample of this study was 96 respondents. Based on the data analysis and research results, the IKM value of JKN service quality in Demang Sepulau Raya Central Lampung Hospital according to the requirements element was 84.11% (Very Good), procedure was 79.43% (Good), implementation time was 79.69% (Good), cost/tariff was 78.65% (Good), product specifications was 77.08% (Good), implementing competence was 84.38% (Very Good), implementing behavior was 76.56% (Good), notice services was 78.65% (Good), and for all elements was 79.83% (Good). The quality of service that needs to be improved is an indicator of service competence, implementing and socializing the concept of an effective and responsive customer complaint handling system, so patients are not reluctant to submit their complaints because they know for sure that the complaint will be followed up.

Survey on Civil Complaints Management System by Using Machine Learning Techniques

Today’s Government Complaints Registration System is totally Human Operable hence it consumes lot of time to resolve each of those complaint. The proposed system is being developed for the government offices to create a helpful complaint registering platform which will be efficient. The Framework model of civil complaint handling system is done by using sentimental analysis and ML techniques to speed up the process of categorization and prioritization of complaints. The system will analyses the citizen sentiment to prioritize the complaints. Later then the categorization of complaints done by using clustering method and give them priority based upon urgency of each one respectively. The municipality can use this method to identify citizen’s needs and estimate their satisfaction.

PUBLIC COMPLAINT HANDLING SERVICES ABOUT PUBLIC STREET LIGHTING AT THE DINAS KEBERSIHAN RUANG TERBUKA HIJAU SURABAYA CITY

Complaints are an important factor to assist the government in improving the quality of public services. During 2016-2020 in the City Government of Surabaya, the Green Open Space Cleaning Service was ranked as the top 5 Regional Apparatus Organization that received a lot of complaints. The highest complaint was related to public street lighting in the city of Surabaya. The purpose of this study was to determine the service for handling complaints about public street lighting(PJU) at the Dinas Kebersihan Ruang Terbuka Hijau (DKRTH) Surabaya City. This research uses qualitative methods with qualitative data analysis techniques. The results showed that the complaint handling service of the Dinas Kebersihan Ruang Terbuka Hijau (DKRTH) was based on the Peraturan Daerah No. 4 Tahun 2014 Pasal 38 Ayat 2 concerning the Complaint Handling System, namely: 1). In the institutional aspect, there are a series of work rules, allowed and prohibited actions in handling complaints, and information provided to the public. 2). Procedural aspects, response when receiving complaints and follow-up complaints. 3). Integrative, available channels between officers and available media channels for the public. 4). Comprehensive in nature, examines the type and nature of complaints.

SISTEM PENANGANAN PENGADUAN BERBASIS E-GOVERNMENT PADA DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN KENDAL

The purpose of this study is to determine the extent of the handling of public complaints management based on E-government in Kendal Regency and the response of the Kendal Regency Government to complaints from the public. This study used a qualitative descriptive research method, while data collection was carried out in three ways, namely observation, interviews, namely interviews with experts or people who understand topic to be researched and documentation study. The results showed firstly that E-government-based complaint handling system at UP4 of the Communication and Informatics Office of Kendal Regency was running optimally. The indicators that can be seen are as of February 2019 as many as 1338 complaints that were submitted to the Public Service Complaints Management Unit (UP4) 1248 have been processed. Second, in the context of implementing e-government in managing complaints, it is included in the scope of Government to Citizens (Government to Society) and also includes the use of Government to Employees services. Third, the types of e-government services in Indrajit (2004: 29-32) are described as divided into three main classes, namely: publish category, interact category, and transact category. In compalint handling system based on e-gove at UP4 Kendal district, it is included in the interact class category, because there has been a two-way communication and interaction relationship between the government and the community. The Influencing Factors 1. From government agencies, a) complaint distribution flow b) required maintenance costs. c) Internet Network. 2. From the community, a) Servers that often have problems, b) Less feedback

Complaint Handling Systems In The Public Sector: A Comparative Analysis Between Indonesia and Australia

This article deals primarily with complaint handling system with reference to an ombudsman that established by the government as opposed to the private ombudsman variety in Indonesia and Australia’s jurisdictions. In practice, group of people or persons have often arisen complaints or grievances in public service, and it requires solutions. It is widely known that the Ombudsman office has long been regarded as an effective office in resolving people complaint. This is mainly because the nature of the Ombudsman as an independent and impartial institution. This article argues that regardless of the different context of introduction of an ombudsman in Indonesia and Australia because of different political and social context, however, the performance of ombudsman in both countries has showed significant role in enhancing public services through their expanded mandates and stronger powers.

KONSEP DAN KEPENTINGAN PENGADUAN AWAM DARIPADA PERSPEKTIF ISLAM DAN MODEN: SUATU SOROTAN LITERATUR

This article discusses the concept and importance of public complaints (PC) as a result of a review of 22 literatures (2008-2019). It aims to identify what are the discussion of PC and how its importance from Islamic and modern perspectives in the literature. Public Complaints (PC) means grievances, comments or suggestions due to a customer›s dissatisfaction against public services delivery. It is one of the government essential mechanisms to identify problems and weaknesses in services and to produce best solution. In organization’s governance, especially in the century, the community views are important input. There are two main reasons for PC i.e., due to organization failure to provide the best service and also to resolve previous complaints. From the study it is found that the most discussed issues related to PC from Islamic perspective are on three aspects i.e., integrity, customer satisfaction and service quality. PC discussions from modern perspectives are often referred to four aspects include customer satisfaction, quality of service, the value of integrity and the need for continuous improvement. Literature review also found that an effective complaint handling system is important to create quality public service. The basis for Islamic literature discussions is from the Qur’ān, al-Ḥadīth, the concept of al-shūrā, amar ma‘rūf nahī munkar, maṣlaḥah, maqāṣid al-sharī‘ah, the value of trust and the views of scholars include Karim Zaidan, ‘Abd al-Wahhāb Khallāf, al-Bayḍawī and Raja Ali Haji. All 22 literatures agreed on the importance of PC in service delivery and the need for it to be resolved effectively. The literature also found that the lesser the PC the higher the service quality. And success in dealing with PC shows service provider commitment that can lead to a good service delivery culture.

KONSEP DAN KEPENTINGAN PENGADUAN AWAM DARIPADA PERSPEKTIF ISLAM DAN MODEN: SUATU SOROTAN LITERATUR: The Concept and Importance of Public Complaint from Islamic and Modern Perspective: A Literature Review

This article discusses the concept and importance of public complaints (PC) as a result of a review of 22 literatures (2008-2019). It aims to identify what are the discussion of PC and how its importance from Islamic and modern perspectives in the literature. Public Complaints (PC) means grievances, comments or suggestions due to a customer›s dissatisfaction against public services delivery. It is one of the government essential mechanisms to identify problems and weaknesses in services and to produce best solution. In organization’s governance, especially in the century, the community views are important input. There are two main reasons for PC i.e., due to organization failure to provide the best service and also to resolve previous complaints. From the study it is found that the most discussed issues related to PC from Islamic perspective are on three aspects i.e., integrity, customer satisfaction and service quality. PC discussions from modern perspectives are often referred to four aspects include customer satisfaction, quality of service, the value of integrity and the need for continuous improvement. Literature review also found that an effective complaint handling system is important to create quality public service. The basis for Islamic literature discussions is from the Qur’ān, al-Ḥadīth, the concept of al-shūrā, amar ma‘rūf nahī munkar, maṣlaḥah, maqāṣid al-sharī‘ah, the value of trust and the views of scholars include Karim Zaidan, ‘Abd al-Wahhāb Khallāf, al-Bayḍawī and Raja Ali Haji. All 22 literatures agreed on the importance of PC in service delivery and the need for it to be resolved effectively. The literature also found that the lesser the PC the higher the service quality. And success in dealing with PC shows service provider commitment that can lead to a good service delivery culture.