Dimensions Of Empathy Research Articles

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.

An Empirical Study of Student Satisfaction at Selected Private Universities in Bangladesh

Satisfying students in higher education has proven to be a difficult task, although universities are striving to meet student needs and expectations. Private universities are trying to become more student-oriented and are seeking to understand students’ perceptions of higher education facilities. This research was designed to measure the gap between students’ expectations and perceptions of various aspects of private universities in Bangladesh. It uses a SERVQUAL framework and the Gaps Model of Service Quality. The population of students at private universities in Bangladesh is represented by a sample of 412 respondents from five top-tier private universities. Findings indicate that the overall service quality of private universities fails to meet student expectations. Students’ perceptions are lower than their expectations in every aspect. Students expect more for acceptance of their degree, availability of on-campus jobs, maintenance of a proper study environment, and provision of prompt advising, counseling, and assistance to solve problems. The most expected SERVQUAL dimensions are assurance and empathy, while the dimension most perceived is assurance. The biggest gaps between expectation and perception lie in the dimensions of responsiveness and empathy. The article offers useful information by which to understand students’ expectations, perceptions, and the gaps between them, which has several implications for university and government authorities.

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).

Determinants of quality in airline service

Goal: This paper aims to identify the dimensions that impact the perception of the quality of Brazilian air services in the eyes of customers, using a questionnaire based on the SERVPERF model adapted for the service studied as a data collection instrument. Design/Methodology/Approach: The research used a quantitative approach, in which 810 questionnaires were analyzed using Structural Equation Modeling methodology. Results: The results showed that the relationship between quality perceived by clients and the dimensions of quality Tangibles and Empathy were those confirmed by Structural Equation Modeling in this research. The fact that the study is exploratory, and temporal indicates that in this period, Brazilian consumers attach more importance to the environment and appearance of aircraft, equipment, and employees of the companies and that their needs are met in a personalized way. Limitations of the investigation: Only Tangibles and Empathy dimensions were confirmed. Practical implications: With the feedback of the customer, including the constant need for an accuracy of the assumptions and hypotheses studied in this paper, an airline can identify what the real needs of its customer must be met and, in its strategic planning, identify the possible actions to be implemented, such as the priority of the investments, and, thus, to be able to increase the competitive advantage, offering the clients what they prioritize. Originality/Value: The information brought by this research can support the development of business strategies oriented in aspects related to tangible elements and empathy in the service to add value to the service perceived by the clients, contributing to the development of the activity and the sector.

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.

The Influence Of Human Resource Management In Increasing Visitor Satisfaction At The Sultan Agung Banjarbaru Islamic Hospital

This study aims to examine: about the function of Human Resource Management (HRM) in a company in increasing customer satisfaction, especially for patients at Sultan Agung Islamic Hospital Banjarbaru. The research design is a qualitative research which is a type of field survey research and a type of research whose findings are not obtained through statistical procedures or other forms of calculation. The results showed that human resource management is very influential on the satisfaction of visitors or patients at the Islamic Hospital Sultan Agung Banjarbaru, the results of the study obtained from several dimensions, namely: reliability, responsiveness, assurance, empathy, physical appearance. And from these results indicate that the informants are not satisfied with the dimensions of reliability, responsiveness, empathy and physical appearance due to queuing problems, health workers do not provide good explanations and understanding, doctors pay less attention when providing services. Meanwhile, informants who are satisfied only with the guarantee variable because the service they get is very good and the doctor is able to assure the patient's recovery, provides a sense of security, is friendly, polite and gentle.

Analysis of the use of electronic medical records and its effect on improving patient care

Introduction: One of the most important contemporary events related to the health field is the implementation of the electronic health record (EHR), which allows the logical and chronological consolidation of information concerning a patient. Objective: To analyze the influence of the implementation of electronic medical records on the improvement of patient care. Method: The study corresponds to a quantitative approach, non-experimental design, and causal correlational scope. The population and sample were 94 health and administrative workers of a health center in Metropolitan Lima. The questionnaire had 30 items, with response options using a Likert-type scale. Results: The use of electronic medical records was found to be 78.7% high, and patient care was found to be 70.2% efficient. It was found that the use of EHRs significantly influences patient care, given that p-value is 0.047<0.05. The dimensions of patient care, reliability, responsiveness, safety, empathy, and tangible aspects also obtained a p-value<0.05. Conclusions: It was found that most workers positively perceive the use of electronic medical records and that the existence of this system has beneficial effects on patient care, considering that the staff perceives high levels of reliability, responsiveness, safety, empathy, and tangible aspects.

Validity and Internal Consistency of a Spanish Version of the Cognitive Flexibil ity Scale (CFS).

This study presents a Spanish version of the Cognitive Flexi bility Scale (CFS), a subjective and brief instrument to measure Cognitive Flexibility (CF), and analyzes its psychometric characteristics. The items of the scale's original version were adapted to Spanish. An interview containing the adapted version of the CFS, the Adult Executive Functioning Inventory (ADEXI), the Interpersonal Reactivity Index (IRI), and sociodemographic data, was administered to an intentional sample of 369 Argentine adults, aged between 18 and 60, through an online platform. The CFS's internal consistency was high (a = .813). A two-factor model, Strengths and Difficulties in CF, showed the best fit for the data. The CFS shows a negative correlation with the executive deficit and a positive correlations with empathy dimensions. The Spanish-adapted version of the CFS shows satisfactory psychometric properties in the Argentine adult population.

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

Discord and Teamwork in Children of the Peruvian Highlands

The objective of this research was to determine the effectiveness of Discord as an educational resource to promote teamwork in sixth grade primary school students. The design was pre-experimental, with a sample of 35 children between 11-12 years old. The technique was the survey and the instrument was the questionnaire to measure teamwork. The statistical test used was Wilcoxon's W. The results demonstrate improvement in the development of teamwork in the dimensions of leadership, communication and empathy, thus proving that the Discord platform optimizes interaction and collaboration between students. It is concluded that the Discord platform as an educational resource is effective in the development of teamwork, according to the Wilcoxon test, obtaining a p value lower than the proposed significance (0.00<0.05), which suggests that there is a significant difference between the entrance questionnaire and exit after the experiment.

Trajectories of risk and resilience: The role of empathy and perceived social support in the context of early adversity

BackgroundEvidence overwhelmingly suggests that adverse childhood experiences (ACEs) is a risk factor for poor mental health outcomes. However, the specific mechanisms via which ACEs confer an increased risk of psychopathology are less well understood. ObjectiveThe study modelled the effect of empathy and perceived social support (PSS) on mental health outcomes in a mixed clinical and non-clinical population, within the context of exposure to ACEs. Participants and settingA total of 575 participants (comprising a treatment-receiving and community-based sample), aged 18 to 65 completed self-report measures assessing early adversity, PSS, empathy, and mental health outcomes. MethodsMultiple mediation analyses were used to investigate whether empathy and PSS mediated the relationship between self-reported ACEs and mental health outcomes, and whether affective and cognitive empathy affected differentially the link between emotional neglect and psychological distress. ResultsResults revealed a statistically significant indirect effect of ACEs on adult mental health through affective empathy and PSS. Emotional neglect was the only type of adversity significantly correlated with both dimensions of empathy. The indirect effect of emotional neglect on mental health outcomes via cognitive and affective empathy was also statistically significant. ConclusionsStudy results highlight the role of affective empathy and PSS as transdiagnostic mechanisms influencing the pathway between early adversity and adult mental health, and the importance of taking these into account when designing interventions aiming to promote well-being among those who have experienced childhood adversity.

Do product offering and service quality affect customer satisfaction in Islamic and conventional banks? Evidence from an oil-based economy

Purpose This paper aims to investigate the effect of product offering and other service quality (SQ) dimensions on the satisfaction of the customers of both Islamic and conventional banks, using evidence from an oil-based economy that is based on a prolonged SERVQUAL model with 11 dimensions and other statistical analysis methods. Design/methodology/approach The data were collected from 461 Islamic and conventional bank customers in Qatar via a survey and several tests were used to test certain hypotheses. Component analysis, factor analysis and gap and ascendency analysis were used in this study. Afterward, a correlation analysis and regression model were used to examine the hypotheses and validate the instruments used. Findings The results show that regardless of the type of bank, customers always have greater expectations of the services than they had perceived. A customer’s expectation of the product on offer is the only dimension that is significantly different in relation to the two types of banks. However, reliability, competence, responsiveness, credibility and empathy dimensions are significantly different of the two types of banks in customers’ perception of quality. In addition, the results suggest that both types of banks need to concentrate their efforts on the product offering, competence and courtesy dimensions. Research limitations/implications The size of our sample of Islamic and conventional banks is unequally balanced. Future studies might therefore choose an equally balanced sample. Practical implications Bank managers in both types of banks need to continue improving the quality of their service including product offering and to adopt advanced methods to enhance customer satisfaction (CS) and reduce the gaps in quality in the dimensions used. Furthermore, managers in both types of banks need to put more emphasis on product offering, competence, courtesy and communication if they wish to improve SQ. Moreover, Islamic banks must guarantee that they possess competent, highly trained personnel who are familiar with Islamic finance products, so as to enhance the quality of service and attract customers. Originality/value To the best of the author’s knowledge, this is the first study to investigate the effect of product offering and other dimensions of SQ on CS in both Islamic and conventional banks by using 11 dimensions of SQ. In addition, it provides evidence of gaps in SQ, at the dimensions level, for both types of banks in an oil-based economy. The results of this study are valuable in helping decision-makers and bank managers who wish to raise the level of SQ and improve CS and in validating the results from other countries with a dual financial system.

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

Physician Versus Large Language Model Chatbot Responses to Web-Based Questions From Autistic Patients in Chinese: Cross-Sectional Comparative Analysis.

There is a dearth of feasibility assessments regarding using large language models (LLMs) for responding to inquiries from autistic patients within a Chinese-language context. Despite Chinese being one of the most widely spoken languages globally, the predominant research focus on applying these models in the medical field has been on English-speaking populations. This study aims to assess the effectiveness of LLM chatbots, specifically ChatGPT-4 (OpenAI) and ERNIE Bot (version 2.2.3; Baidu, Inc), one of the most advanced LLMs in China, in addressing inquiries from autistic individuals in a Chinese setting. For this study, we gathered data from DXY-a widely acknowledged, web-based, medical consultation platform in China with a user base of over 100 million individuals. A total of 100 patient consultation samples were rigorously selected from January 2018 to August 2023, amounting to 239 questions extracted from publicly available autism-related documents on the platform. To maintain objectivity, both the original questions and responses were anonymized and randomized. An evaluation team of 3 chief physicians assessed the responses across 4 dimensions: relevance, accuracy, usefulness, and empathy. The team completed 717 evaluations. The team initially identified the best response and then used a Likert scale with 5 response categories to gauge the responses, each representing a distinct level of quality. Finally, we compared the responses collected from different sources. Among the 717 evaluations conducted, 46.86% (95% CI 43.21%-50.51%) of assessors displayed varying preferences for responses from physicians, with 34.87% (95% CI 31.38%-38.36%) of assessors favoring ChatGPT and 18.27% (95% CI 15.44%-21.10%) of assessors favoring ERNIE Bot. The average relevance scores for physicians, ChatGPT, and ERNIE Bot were 3.75 (95% CI 3.69-3.82), 3.69 (95% CI 3.63-3.74), and 3.41 (95% CI 3.35-3.46), respectively. Physicians (3.66, 95% CI 3.60-3.73) and ChatGPT (3.73, 95% CI 3.69-3.77) demonstrated higher accuracy ratings compared to ERNIE Bot (3.52, 95% CI 3.47-3.57). In terms of usefulness scores, physicians (3.54, 95% CI 3.47-3.62) received higher ratings than ChatGPT (3.40, 95% CI 3.34-3.47) and ERNIE Bot (3.05, 95% CI 2.99-3.12). Finally, concerning the empathy dimension, ChatGPT (3.64, 95% CI 3.57-3.71) outperformed physicians (3.13, 95% CI 3.04-3.21) and ERNIE Bot (3.11, 95% CI 3.04-3.18). In this cross-sectional study, physicians' responses exhibited superiority in the present Chinese-language context. Nonetheless, LLMs can provide valuable medical guidance to autistic patients and may even surpass physicians in demonstrating empathy. However, it is crucial to acknowledge that further optimization and research are imperative prerequisites before the effective integration of LLMs in clinical settings across diverse linguistic environments can be realized. Chinese Clinical Trial Registry ChiCTR2300074655; https://www.chictr.org.cn/bin/project/edit?pid=199432.

An Investigation into the Impact of Teachers’ Emotional Intelligence on Students’ Satisfaction of Their Academic Achievement

This paper explores the correlation between teachers’ emotional intelligence (EI) and students’ academic achievement. Utilizing the Daniel Goleman questionnaire, the study delves into the multifaceted aspects of EI that extend beyond traditional leadership qualities. Goleman contends that, while attributes such as determination, intelligence, and vision are essential, they alone do not encapsulate effective leadership. Emotional intelligence introduces a spectrum of qualities crucial for leadership success, including self-awareness, managing emotions, motivating oneself, empathy, and social skills. The study employed a questionnaire developed by the researcher, employing a statement-based approach. Participants, predominantly students, were tasked with selecting statements that best resonated with their experiences. The questionnaire aimed to assess various dimensions of emotional intelligence, including self-awareness, emotional management, self-motivation, empathy, and social adeptness. Through statistical analysis of the collected data, the paper examines the relationship between teachers’ EI levels and students’ academic achievement. Findings revealed the significance of teachers’ ability to comprehend and regulate emotions, as well as their capacity for empathy and effective social interaction. Furthermore, the study sheds light on how these facets of emotional intelligence contribute to creating conducive learning environments and fostering student engagement and achievement. This research underscores the pivotal role of emotional intelligence in educational settings and provides insights into how enhancing teachers’ EI can positively impact students’ learning outcomes. The implications of these findings extend to educational policies and practices, advocating for the incorporation of EI training and development programs for educators to cultivate conducive learning environments and facilitate students’ academic success.

Analysis of the Quality of Subdistrict Integrated Administration Services (PATEN) at the Samarinda Ilir Sub-District Office in Samarinda City

This study was conducted with the aim of analyzing the Quality of Subdistrict Integrated Administration Service Delivery (PATEN) at the Samarinda Ilir District Office, Samarinda City, along with its supporting and inhibiting factors. Research methods with a qualitative approach, sampling as informants with purposive sampling techniques and accidental sampling techniques. Data collection techniques, with in-depth interviews, participatory observations, and documentation studies. Data analysis techniques with Miles and Huberman's interactive model data analysis techniques. The results showed that the overall quality of patent implementation at the Samarinda Ilir District Office, Samarinda City, was good, which was proven through measuring the five dimensions of public service quality analysis, namely reliability, responsiveness, certainty, empathy, and tangibility. The supporting factors, namely very adequate office service facilities, such as the use of computer devices and printers that are adequate in number, queuing machines and special counters that ensure order in the queue during the service process, air conditioning that provides comfort, both for employees and the community served, television as a means of entertainment for the community as well as to eliminate community saturation in the service process, as well as comfortable seating for the community during the service process, while the inhibiting factor is still not yet otpimal socialization to the community by the village and the Head of RT that several licensing services, such as Building Permits (IMB), State Land Opening Permits (IMTN), and Micro Business Permits (IUM) can be managed in the sub-district with criteria and conditions that have been determined in accordance with the provisions laws and regulations.

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.

The impact of empathy on medical students: an integrative review

IntroductionEmpathy is considered the ability to understand or feel others emotions or experiences. As an important part of medical education, empathy can affect medical students in many ways. It is still lacking a comprehensive evaluation of the existing articles on empathy’s impact on medical students, despite the existence of many articles on the topic.ObjectivesTo summarize the impact of empathy on medical students during medical education from four perspectives: mental health, academic performance, clinical competence, and specialty preference.MethodsThe search terms used for retrieval were “empathy”, “medical student”, “mental health”, “depression”, “anxiety”, “burnout”, “examinations”, “academic performance”, “clinical competence”, “specialty preference” on PubMed, EBSCO, and Web of Science before January 2024. The search was carried out by two reviewers. Titles and abstracts were screened independently and reviewed based on inclusion/exclusion criteria. A consensus was drawn on which articles were included.ResultsOur results indicated that high empathy was a positive factor for mental health, However, students with high affective empathy were more likely to suffer from depression, anxiety, and burnout. Empathy was found to be unrelated to academic performance, but positively correlated with clinical competence, particularly in terms of communication skills. Medical students with high levels of empathy tended to prefer people-oriented majors.ConclusionsMedical students who score higher on the self-reported empathy scales often have better mental health, better communication skills, and tend to choose people-oriented specialties. But empathy is not related to academic performance. Additionally, the different dimensions of empathy have different impacts on medical students. It is necessary to design targeted courses and training for medical students to enhance their empathy.

Does Medical Curriculum Impact on Empathy? A Longitudinal Study in a Sample of Undergraduate Medical Students

Empathy in medical students is receiving increasing attention as it is fundamental to build and develop a functional patient-physician relationship. When looking at its determinants, demographic and academic factors seem to concur in shaping empathy in this population. Although data show strong gender differences and changes in empathy throughout medical school, it is not clear the direction of these changes and whether gender and curriculum features modulate them. This longitudinal study examined changes in empathy and explored gender differences throughout the medical school. Four consecutive cohorts of Italian medical students (N = 336) completed the Jefferson Scale of Empathy – Student (JSE-S) and the Interpersonal Reactivity Index (IRI) in their second year of study (before any clinical clerkship and communication skills courses) and fifth year of study (after a 2-year clinical clerkship and communication skills courses). Analysis of variance for repeated-measures revealed that, beyond the effect of gender, JSE-S total score and IRI Perspective Taking increased, whereas IRI Personal Distress and IRI Fantasy significantly decreased throughout medical school. No significant change in IRI Empathic Concern emerged over time. Student’s t-tests showed that female students displayed significantly higher mean scores than their male counterparts for all empathy measures in both their second and fifth years of medical training. The findings suggest that the medical curriculum affects self-reported empathy dimensions among undergraduate medical students. Further research is needed to deepen the understanding of the educational factors that promote the changes in empathy levels during medical training.

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