Service Complaints Research Articles

Improving the Quality of Public Complaints Services in Realizing Good Governance in Bondowoso District Inspectorate

One of the objectives of regional autonomy is to bring services closer to the community, public service issues faced by the community must be immediately responded by the government. By inventorying and analyzing, it is necessary to improve the quality of services that are effective and efficient. This research was conducted to find out the improvement of the quality of public complaint services in realizing good governance in the Bondowoso District Inspectorate using descriptive qualitative research methods and analyzed an interactive model with a service quality theory and good governance approach so that it was known to improve the quality of public complaint services in realizing good governance in the Bondowoso District Inspectorate This is done through the use of an e-government named SIPEKA and steps are taken to continue developing the community complaints system through improving facilities and infrastructure, improving the quality of the human resources of the surveillance apparatus, improving the handling system for civil society complaints, and increasing the handling of follow-up to the results of the examination. Improving the quality of services and the use of e-government is part of realizing good governance, because basically good governance becomes an impossible case without the participation of all people on the basis of shared commitment, upholding the nation-state principle with a clear distinction between private and public affairs.

Evaluasi Penerimaan End-User terhadap Aplikasi University Customer Care Center (UC3) Universitas Jember dengan Menggunakan Pendekatan Unified Theory of Acceptance and Use of Technology (UTAUT)

University Customer Care Center (UC3) is a complaint service system for active academic civitas of the University of Jember. Implementation of UC3 is expected to optimize complaints complaint related to performance evaluation at the University of Jember. One of the keys to the successful implementation of information technology, The purpose of the study is to know the factors that influence the acceptance of the academic civitas in using the UC3 application. This research will use the Unified Theory of Acceptance and Use of Technology (UTAUT) method by utilizing the Performance Expectancy (PE) variable, Effort Expectancy (EE), Social Influence (SI), and Facilitating Condition (FC) to see how it affects the intensity of application usage UC3 And the influence of moderator variables (Age and Experience) to the relationships of those variables. Based on the results of data analysis PLS-SEM known that the PE, EE, and SI variables have a positive and significant effect on the Behavioral Intention (BI) variables as well as the FC and BI variables significantly positive and significant to the Use Behavior (UB) variables. Age influences inter-variable relationships for ages 26-35 years, 36-45 years, and >45 years, while Experience influences the relationship between variables for usage intensity ≥3 times. Based on the results of the five hypotheses received can be interpreted that the UC3 application was accepted by the academic and the acceptance is still not fully.

Service Charter and Its Moderating Effect on the Relationship Between Tangible Elements of Service and Student Satisfaction at Selected Public Universities in Kenya

In the last few years, Kenyan public universities have been faced with challenges of quality service delivery challenges. These challenges have in many occasions led to students’ unrests leading to disruption of studies and university operations. The effects of such riots in public universities have resulted in massive destruction of property and injuries that lead to loss of life in the violent confrontation between the students and the police. To address these challenges, public universities have developed unique service quality strategies such as Service Charters and Complaint Resolution Mechanism among others to guide them in the delivery of services. The study aimed at examining how and to what extent service charters moderates the relationship between tangible elements of service and student satisfaction. The study used a descriptive research design. Through a stratified random sampling procedure, a sample of 1976 students was drawn from a target population of 270120 students from the selected five public universities. A questionnaire was used to collect data from the sampled students where a pick and drop process was used to administer the questionnaires. Under the descriptive analysis, the study computed the percentages and means while in quantitative analysis; the study used the regression and ANOVA to analyze the data and to test the research hypotheses. The study findings indicated that, university service charter positively and significantly moderated the relationship between tangible elements and student satisfactions (R 2 change =.235, p< 0.05). The study concluded that service charter has a critical role in directing the physical infrastructure that are needed to offer the service quality necessary for student satisfaction. This study recommended that management of put in place the right structures, teaching and learning facilities, accommodation facilities, Laboratory equipment and other physical facilities commensurate to the service they purport to offer. Keywords: Service Charter, Tangible Elements, Student Satisfaction DOI : 10.7176/JEP/10-21-07 Publication date :July 31 st 2019

Does Digital Public Service Complaint Promote Accountability? A Comparative Analysis of Upik Yogyakarta and Qlue Jakarta

Public services provided by government have been an intensively researched topic. Not much literature addresses principle of accountability in digital public service innovation. This study aims to identify the extent which accountability can be promoted in the utilization of digital public complaints services, using descriptive qualitative methods with Bovens Model accountability function approach. In the form of a comparative study to compare unit of analysis as public service innovation handling digital based complaints UPIK and Qlue. The results of study were carried out after a comparison of accountability analysis, based on indicators of digital based public service accountability functions. The findings are: First, accountability influenced by four functions,(1)Democratic control,(2)Guarantees,(3)Learning, (4)Performance. Second, different periods of leadership influence the dynamics of accountability development. In conclusion, accountability function embedded by Qlue was being able to cutdown bureaucrats efficiently, in addition to the political system, leadership commitment and dynamic user existence. The quality of the UPIK system is still below Qlue, but UPIK's accountability capacity is more consistent in fulfilling the elements to promote accountability through effective complaints handling mechanisms. Not only more modern facilities, the performance of program that have supported by models and appropriate complaints handling mechanisms also capable of promoting accountable organizations.

Analysis of Community Satisfaction Survey Results to Improve the Quality of Service in the Sa'dan District

The purpose of this study was to analyze community satisfaction surveys in Sa’dan District, North Toraja Regency. The method of this research is descriptive research method through a qualitative approach. The sampling technique used was an incidental sampling technique with a sample of 250 people who had received services at the Sa'dan District Office. Data collection techniques used were questionnaires, observation and documentation, while the technique of data analysis used descriptive quantitative.The results showed that out of nine elements of existing services in the district as a whole can be categorized Sa'dan unfavorable. Nine elements of service have two elements in the good category, namely servant competence and servant behavior. The seven elements of the unfavorable category is the service requirements, procedures, time of service, discipline, product specification services, complaint handling, and facilities and infrastructure. Furthermore, the results of these studies followed by Importance Performance Analysis (IPA) diagram to determine the position and priority repairs of each element of the service provided. The results of the IPA diagram show that some things should have top priority in improving services such as: Service Time, Complaint Handling, Facilities and Infrastructure, Service Requirements, Discipline.Other than, there are two services that need to be maintained, namely Implementing Behavior and Waiter Competence, and services that are considered to have a low priority for improvement are elements of Product Service Specifications, Service Procedures. Keywords: community satisfaction, element of service DOI : 10.7176/IKM/9-6-01 Publication date :June 30 th 2019

Naive Bayesian Automatic Classification of Railway Service Complaint Text Based on Eigenvalue Extraction

Naive Bayesian Automatic Classification of Railway Service Complaint Text Based on Eigenvalue Extraction

Is your business sustainable? A sentiment analysis of air passengers of top 10 US-based airlines

ABSTRACTThe airline industry has become an inevitable part of the lives of American passengers. Along with that, dissatisfying flight experiences have always been associated with this industry since the beginning. This qualitative research explores flight experience-related moments of truth in the minds of airline passengers as reflected in their comments shared on social media, namely Skytrax. In particular, this study utilizes sentiment analysis techniques to discuss negative, neutral, and positive sentiments regarding the top 10 US-based airlines according to US Department of Transportation statistics. Findings point that airline service complaints were related mostly to failures in the core service such as connecting flights, flight attendants, checked bags, mechanical problems, in-flight entertainment on long distance flights, ground staff, and customer service. What created the highest level of positive sentiments were the flight attendants, flight crew, and ground crew. Avenues for future research were suggested along with managerial implications.

Customer Retention to Mobile Telecommunication Service Providers: The Roles of Perceived Justice and Customer Loyalty Program

In the past decade, the competition has increased in mobile telecommunication services; moreover, a stagnating rate of diffusion suggests that the market may have reached maturity. Thus, customer loyalty has become an important area of research in the mobile telecommunication sector. The goal of this current study is to offer and test a theoretical model of customer retention in the mobile telecommunication context. To test the theoretical model, a self-administrated questionnaire was developed and tested on a sample of 400 customers. The results show that greater levels of satisfaction toward loyalty program lead to greater customer retention. The satisfaction of loyalty program positively impacts customer relationship satisfaction. The mediating effect of relationship satisfaction is supported. Since the majority of research on perceived justice focused on service recovery and complaint outcomes, this framework provides empirical evidence on the direct and indirect effect of procedural, distributive and interactional perceived justice regarding loyalty programs as antecedents of relational satisfaction loyalty/commitment and retention from a consumer's perspective.

Synergy of program strategies on road handling in Denpasar city

Road handling and utility installation in Denpasar City Area are still running based on the work program of each agency and have not yet been integrated. Utility owners conduct system repairs or additions according to consumer demand. However, in the implementation, they do not synergize with the road organizer program. The restoration of road pavement conditions is not optimal and has potential to damage the utility system as a result of these circumstances. This study aims to analyze the existing conditions, the synergy program constraints, and the correct strategies to synergize road handling and utility system installation. Data were collected using questionnaire survey, interview, and focus group discussion. Purposive sampling method was chosen to select respondents. Subsequently, the data collected were analyzed using qualitative descriptive and SWOT analysis. The results of the analysis show that synergistic conditions have not been implemented. The constraints faced by the program synergy are the ineffectiveness of coordination and collaboration between relevant stakeholders, ineffectiveness of stakeholder involvement, lack of vision and mission of stakeholders to make changes, stakeholders being reluctant to change, budget constraints, lack of stakeholder innovation, operational and maintenance costs of integrated projects, and relatively large and stakeholders have not initiated integrated project management. The strategies undertaken to create program synergy are: preparing regional regulations and regulations, forming joint teams, synergizing road and utility network databases, creating pilot projects and setting up an online complaints service.

The Ergonomic Analysis of the Airline Passengers Message Service to Improve the Flight Safety

A message/complaint service is a very strategic facility for all stakeholders of an industrial organization. The ergonomic message/ complaint service in the aviation industry is an ergonomics approach based on a standard service system provided by an airline which iseasily accessed/ used and the given response is according to the airline passenger expectations. This research was started by observing the message service/ complaint facilities in the aviation industry (airline) and then the function was analyzed and the improvement to service system facilities was proposed so that it was convenient for the users. The results of the study concluded that there were already message / complaint service facilities in the aviation industry (Airline) but they are not ergonomic and optimal to improve the flight safety, so it is necessary to integrate the message / complaint service system with the safety services to empower the State Safety Program (SSP) according to recommendations of ICAO annex 13, Aircraft accidents and Incident investigations, to improve the flight safety performance.

Deskripsi Perbedaan Tingkat Kepuasan dengan Tingkat Kepentingan Peserta Pelatihan pada Pelayanan Balai Pelatihan Kesehatan di Batam

This study aims to determine the picture of the relationship of differences in the level of satisfaction and the interests of trainees to the service in Batam of health training national. Population in this research is all training participant who use service. The sample in this research is saturated samples, where all the participants, with the number of respondents as many as 379 people. From the normality test results, obtained the result that all variables are no normal distribution, so the test used is Mann Whitney Test. The method of data collection is documentary search. The results of data processing are presented in the form of tables and graphs. From the satisfaction level obtained an average result of 5.38% stated not satisfied, with the worst service is on service to the complaint that is equal to 10% and best / highest in call center service While the average interest rate of 0.08% of respondents stated that it is not important, with service is not important in marketing services, administration and toilet that is each of 0.3%, and service complaints of 0.2%. The result of the research at 95% significance level obtained p value 0,00&gt; 0,05 Thus it can be concluded that there is no difference of level of satisfaction and level of importance to service in Batam of health training national at 2016.

IMPLEMENTASI SISTEM PELAYANAN MITRA PADA PT. PELINDO II (PERSERO) CABANG TANJUNG PRIOK JAKARTA

Pelabuhan Indonesia II or PELINDO II Tanjung Priok Branch is a State-Owned Enterprises engaged in port service activities. The service of ships and goods is a task carried on the environment of the port of PT. PELINDO II Tanjung Priok Branch. Information Technology is needed for service activities can be presented quicklu, presely and efficiently. PT. PELINDO II Tanjung Priok Branch has implemented Information Communication Technology (ICT) based system. However, the uster division is still using masnual methods in relation to customer complaints service to ship operational activities and good such as the many obstacles they are very disturbing the operational activities and complaints are known still onlu limited to the TOP Manager Level. And with the existence of the service system, then the company, especially employees who are facing directly in the field will know the various complaints felt by partner/ customer during the service users who are environment PT. PELINDO II Tanjung Priok Branch

PENENTUAN KRITERIA DAN PEMASOK PADA CV. CUPU ARTAMA JAYA KABUPATEN JOMBANG

This study aims to determine the supplier of frozen chicken at CV. Cupu Artama Jaya, Jombang Regency. The purpose of this research is to determine the supplier at CV. Cupu Artama Jaya, Jombang Regency. According to the result of criteria selection, there are seven criteria used by the company, which are quality, price, delivery time, communication system, packing capability, warranty and complaint service, and management and organization. All of these categories range from very important, important, and sufficient. There are three suppliers selected according to the seven criteria, PT. Wonokoyo, UD. Puri Pangan, and UD. Phalosari. The findings show that UD. Phalosari has the greatest value of 76.89, PT. Wonokoyo gets 72.96, and the last UD. Puri Pangan gets 69.98. referring to this, UD. Phalosari is highly recommended to be the main supplier for the company.

PERANCANGAN PERBAIKAN KUALITAS LAYANAN E-COMMERCE : STUDI PELANGGAN JAKARTA

This study aims to measure the level of service quality and design of services quality improvement for e-commerce B to C (Business to Customer) and C to C (Customer to Customer) based on the perception of Jakarta customers. This research was conducted on Lazada and Blibli customers for B to C and Tokopedia and Bukalapak for C to C in Jakarta. The method used is eservqual method with 8 dimensions that is fulfillment, reliability, responsiveness, information, customer service, security, website design and empathy. Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) methods for drafting proposals for improving service quality. The results of this study found that there is a gap in each dimension that is fulfillment: -0.55, reliability: -0.54, responsiveness: -0.76, information: -0.58, customer service: -0.75 , security: -0.60, website design: 0.47 and empathy: -0.68. The IPA results show that there are 24 quality attributes that must be corrected immediately with a proposed improvement plan that is the management of website content, procedures for updating and installing website content, information on the website integrated with order handling processes, customer service management, customer complaint service procedures, standards customer communication, integrated order handling management, optimization and efficiency of order handling processes, return procedures, customer data management, security of transaction processing and customer service media development. .

RANCANG BANGUN SISTEM PENGADUAN LAYANAN AKADEMIK STMIK STIKOM INDONESIA

This paper discusses the design of academic service complaints system in STMIK STIKOM Indonesia. Currently, the evaluation of academic services at STMIK STIKOM Indonesia has been done periodically in the form of distributing questionnaires to the students before taking the final exam of Semester (UAS) in each semester. This evaluation is quite effective but this periodic evaluation can not yet accommodate the academic service complaints that occur in the everyday incident. In this paper has developed a system of web-based academic service complaints that can be accessed at any time by the academic community to provide feedback related to academic services at STMIK STIKOM Indonesia. In general, the system is capable of managing user data such as students, lecturers, institutions, and administrators. The system is able to make a complaint file to be sent to service provider units within the academic community, and the files sent will be accessed through the "outbreak" menu whereas in the complaint recipient account it can be accessed in the "incoming complaint" menu. To maintain the security of the complaints process on the system also facilitates the user to encrypt and decrypt the complaint file. Based on the tests that have been done the system developed able to facilitate students and academic community in general to conduct complaints of academic services and teaching and learning facilities at STMIK STIKOM Indonesia. Security of complaint data can be maintained well with the existence of encryption facilities and description and distribution of keys made directly to each user. From the test conducted by testing the functions expected in the system, obtained the results that the system is able to run in accordance with the expected.

The new law concerning complaints in practice

Most patients who file a formal complaint against a dentist do so by way of the law concerning complaints. In 2017 the law concerning complaints was changed radically, with the intention of making the law easier for the patient to make use of and providing the patient with a financial settlement. This article considers the extent to which the possibility of being compensated has had the effect of encouraging patients to file claims in the case of the Royal Dutch Dental Association (KNMT), the complaints service with which most dentists are associated. The article also considers whether the new law has made the process of filing a complaint more readily accessible. Finally, if the law of complaints has become more appealing for patients to make use of, one could imagine that fewer cases would find their way to the disciplinary board. For that reason, the number of disciplinary complaints in 2017 is compared to the number for 2016.

Keuntungan Relatif dalam Inovasi Pelayanan Pengaduan Kerusakan Jalan Melalui Aplikasi M-Bonk

The purpose of this study is to describe the innovation of road damage complaint services through the M-bonk application at the Dinas PU Bina Marga dan Pengairan, Sidoarjo Regency. The method used in this research is qualitative research. Qualitative research was chosen in the research on public service innovation in reporting road damage through the M-Bonk application so that the data obtained is more accurate with data acquisition through in-depth interviews, observation, and document utilization. In the Relative Advan- tage attribute, it is known that the presence of the M-Bonk application is to provide a real advantage, namely in the form of the speed of the new application which cuts a lot of time and doors that must be passed each report. Because the management of information or reports that come from the same door, namely through the M-Bonk application, and sheltered by one agency, namely the Dinas PU Bina Marga dan Pengairan. So that each report not only gets a fast response but also a fast response as well

Traumatic journeys; understanding the rhetoric of patients\u2019 complaints

BackgroundResearch on patients’ complaints about healthcare has tended to focus on the typology of complaints and complainants to homogenise complaints and better understand safety implications. Nonetheless, complaints speak to a broader spectrum of harm and suffering that go beyond formal adverse events. Complaints about care episodes can take considerable time and effort, generate negative energy and may leave a dogged ‘minority’ embittered.MethodsThis study provides an overview of the process and rhetoric of how patients formulate written complaints. We collated a data corpus comprising 60 letters of complaints and their responses over a period of one month. This paper focuses on the complaint letters only. National Health Service (NHS) Complaint Department staff in a healthcare area in the United Kingdom (UK) anonymized the letters. We took a broad qualitative approach to analysing the data drawing upon Discourse Analysis focusing on the rhetorical and persuasive strategies employed by the complainants.ResultsWhat patients complained about related to how they complained, with complainants expending considerable effort in persuasive rhetoric that sought to legitimise the complaint drawing upon different sources of epistemic authority. The complainants struggle to be an ‘objective’ witness as the complaint evolves from an implicit neglect narrative to increasing ‘noise’ with other features such as Direct Reported Speech used to animate and authenticate the narrative.Many of the complex complaints appeared to evidence some psychological distress. This was associated with the complainants’ reports of experiencing cumulative poor health care and their repeated failure to resolve the complaint. The subsequent delicate and potentially stigmatized formal act of complaining was a source of additional distress.ConclusionsComplaints are involved narratives often predicated on the expectation they will not be given due credence. Health care staff may benefit from understanding how complaints are formulated to be able to more appropriately address the focus and extent of patients’ grievances from the outset and therefore, reduce the considerable associated harm.

In Focus: Honesty and reflection key to dealing with complaints

The number of complaints received by the Optical Consumer Complaints Service (OCCS) has continued to rise in the year 2017-18. Sean Rai-Roche speaks to practices about their experiences

공항특수경비원의 고객불평행동과 서비스회복 및 고객만족에 대한 차이검증

공항특수경비원의 고객불평행동과 서비스회복 및 고객만족에 대한 차이검증