Dimensions Of Reliability Research Articles

Analysis of pharmaceutical service quality and satisfaction level of healthcare and social security agency patients at Hadji Boejasin Pelaihari Hospital

Background: Pharmaceutical services are services that are provided directly and responsibly to patients, related to medicines, to achieve accurate results that enhance patient quality of life. Hospitals are required to provide health services that meet optimal service standards. The quality of service in the hospital is very important because, with good service, patient satisfaction will also have a positive impact on the hospital. Objective: The purpose of this research is to analyze the quality of pharmaceutical services and the level of satisfaction of BPJS patients at Hadji Boejasin Pelaihari Hospital. Method: A cross-sectional survey design with a targeted sampling design was used in this study. The research method was a questionnaire containing structured questions to quantify each variable studied. Results: According to the quality survey results, pharmaceutical services were 85.96% (according) and 14.03% (not appropriate), while patient satisfaction had a reliability dimension of 78.63% (very satisfied), responsiveness of 77.82% (very satisfied), assurance of 83.01% (very satisfied), empathy of 80.47% (very satisfied), and tangible of 82.53% (very satisfied). Conclusion: From the average of the five dimensions, a result of 547.4 was obtained with an average patient satisfaction index of 80.49%

Level Of Patient Satisfaction With Pharmaceutical Services In The Outpatient Pharmaceutical Room, Mandiraja Community Health Center 1

Background: Pharmaceutical services are direct and responsible services to patients with the aim of improving the patient's quality of life. Satisfaction is a feeling of pleasure or disappointment that arises after comparing product performance with expected performance. Satisfaction and service are two things that cannot be separated, with the satisfaction of related parties, they can correct each other how far the improvement in the services that have been provided. Measurement of satisfaction uses five dimensions of service quality, namely tangible evidence (Tangible), responsiveness (responsiveness), assurance (assurance), empathy (Emphaty) and reliability (Reliability). Objective: This study was to describe the level of patient satisfaction with pharmaceutical services in the outpatient pharmacy room at Puskesmas Mandiraja 1. Methods: The type of research was descriptive using a cross sectional approach with the sampling technique of accidental sampling and data collection using questionnaires. Results: Based on the results of calculations on each research indicator the level of patient satisfaction with pharmaceutical services in the outpatient pharmacy room at Mandiraja 1 Health Center is generally categorized as satisfied with the percentage of 75%. The real evidence dimension is 74.15%, the responsiveness dimension is 75.01 %, assurance dimension of 77.44%, the empathy dimension is 75.15% and reliability dimension of 71.07%. Conclusion: Based on the results of the study, the level of patient satisfaction with pharmaceutial services in the outpatient pharmacy room at Puskesmas Mandiraja 1 was in the satisfed category

CUSTOMER SATISFACTION IN LAKAWON ISLAND: A CONTENT ANALYSIS OF TRIPADVISOR REVIEWS

Customer satisfaction plays a vital role in the success of a tourist destination. Most tourists rely on online reviews written by others in various tourist destinations. Fulfilling and exceeding visitor expectations is critical for attracting repeat visitors, cultivating positive word-of-mouth, and maintaining a competitive advantage in the tourism industry. This study used qualitative content analysis to determine the dimension influencing customer satisfaction in Lakawon Island, as evidenced by a TripAdvisor review content analysis. The researcher used Microsoft Excel to categorize the reviews into the SERVQUAL dimensions of Tangible, Reliability, Responsiveness, Assurance, and Empathy, as well as Price. The results show that Tangibles plays a vital role, with 34% mention, in shaping customer perceptions of service quality, while Responsiveness, with 11% mention, is the least influential. This study aims to provide valuable insights for the service providers of Lakawon Island, aiming to enhance customer satisfaction and improve service quality.

A STUDY ON THE EVALUATION OF USER SATISFACTION WITH PREPAID AND POSTPAID ELECTRICITY SERVICES IN BIMA CITY

The goal of the research is to find out how happy people are with Bima Kota's prepaid and postpaid energy services. Quantitative methods are used in this study. The data used is primary data, which comes from giving surveys to the people being studied. All the people who use energy in the Nitu Village in Kota Bima are included in this study. Cluster random sampling is used to get the sample data, and there are 100 people in the group. The results of the study show that 1) Tangibles, Reliability, Responsiveness, Assurance, and Empathy variables have an effect on people who use prepaid electricity services where people are satisfied with the services provided; 2) Tangibles, Reliability, Responsiveness, Assurance, and empathy variables have an effect on people who use postpaid electricity services where people are satisfied with the services provided; and 3) the dimensions of tangibles, reliability, responsiveness, confidence, and emphasis So that means there is a difference in how happy people are with prepaid electricity versus postpaid energy. As for the confidence dimension, it has a t count > t table or a prob value > alpha 0.05, which means that there is no significant difference between respondents who paid for their electricity in advance and those who paid for it later. The positive mean difference means that the average satisfaction of people who paid for their electricity in advance is better than that of people who paid for their electricity later.

THE INFLUENCE OF SERVICE QUALITY FOR SATISFACTION LEVEL AMONG INDONESIAN WORKERS IN MALAYSIA

Indonesian workers one of the highest employees in Malaysia. Although complementing one another, managing the Indonesian workforce is not without challenges. Among them is the type of work not in accordance with the employment agreement, over time work with no additional allowance, termination of employment and repatriation of employees without their rights granted. Therefore, the main point of this study is to analyze the effect of service quality on Indonesia's level of satisfaction. This is to see the extent of the influence of dimension of tangibles, reliability, responsiveness, assurance, and empathy towards employee satisfaction. This study was conducted using quantitative methods, while the respondents were Indonesian workers in Malaysia in the services and manufacturing sectors. This study shows that 5 dimensions of service quality have an influence on the level of satisfaction. However, the dimension of responsiveness has a big impact on Indonesia's level of job satisfaction.

Kualitas Pelayanan Yang Berdampak Pada Kepuasan Pelanggan

This research aims to examine the influence of service quality dimension, namelytangible (physical evidence), reliability, responsiveness, assurance, and empathy,on the statisfaction of customers at the payment counters for electricity, water, andonline telephone services of Mitra Sumatera 008 Stabat. The population of this study consists of customers. The research sample consist of 30 respondents selectedusing Non- Probability sampling technique with an Accidental Sampling approach.This approach selects respondents based on chance encounters with the researcherand considered suitable to be included as samples. The analysis results indicatethat the indicators are valid and the variables are reliable, thus they can be used for further analysis. In testing the classical assumptions, no issues ofmulticollinearity (high correlation between independent variables). heteroscedasticity (unequal residual variances), or non-normal distribution of residuals were found. This indicates that the regression model used satisfies the classical assumptions. Based on the research findings, it can be concluded that the dimension of service quality, namely tangible, reliability, responsiveness, assurance, and empathy, have a significant influence on the satisfaction of customers

Multidimensional Design of DC-Link for Two-Stage Solid-State Transformer Cell Considering Second-Order Harmonic Current Distribution

In a two-stage solid-state transformer (SST) cell, the grid power pulsates at the double-line frequency, yielding second-order harmonic current (SHC) across the unit. SHC into the DC/DC stage causes extra losses in the semiconductors and magnetics, resulting in reduced efficiency and lifetime at the gain of lower DC-link requirement. This paper investigates how the DC-link design affects the SHC distribution using a proposed impedance model, which in turn impacts losses, volume and overall reliability. Particularly, the overall lifetime is evaluated considering the reliability interactions between components resulting from varied DC-link design. The newly introduced reliability dimension provides further insight into the DC-link design, in addition to the voltage ripple requirement and efficiency-power density tradeoff. The model and design concept are verified by the simulation and experiment.

The Effect of Shopee Express Drop Point Service Quality on Customer Satisfaction and Loyalty with Partial Least Square Structural Equation Model

Abstract— The existence of the internet provides significant changes in people's lives, one of which is shopping activities. In 2023, Shopee occupies the first position with the most number of visitors. Shopee has a shipping service, namely Shopee Express Drop Point. Complaints from customers have been increasingly volatile, causing a decline in the company's reputation. This research needs to be conducted to find out the dimensions that significantly influence customer satisfaction and loyalty and to provide improvement guidelines for the company. The research was conducted quantitatively using a questionnaire with a sample of 223 respondents. Sampling was done using a random sampling technique. The tools used in processing the data are PLS-SEM. The results of this study are the dimensions of reliability, responsiveness, accessibility, security, and empathy that have a significant positive effect on customer satisfaction at Shopee Express Drop Point, while customer loyalty is influenced by the dimensions of accessibility, security, and empathy. The results of this study were correlated with suggestions from respondents and review on Google Reviews to obtain a repair guide for the Shopee Express Drop Point company.

Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Obat Tanpa Resep Di Apotek Kimia Farma Batam Center

Pharmacies are one of the important lines in the distribution of medicines and health equipment to the community. The existence of pharmaceutical service standards is a guide for pharmaceutical personnel in providing pharmaceutical services to avoid the possibility of errors occurring in the service process and to determine the level of success in pharmaceutical services in pharmacies, namely by assessing consumer satisfaction. The aim of this research is to determine the level and value of consumer satisfaction with non-prescription drug services at Kimia Farma Batam Center Pharmacy. This research is descriptive research. The sample in this study was 95 respondents at Kimia Farma Batam Center Pharmacy. The technique used is purposive sampling. Research results: respondents were satisfied with the reliability dimension 80.6%, responsiveness dimension 80.71%, assurance dimension 82.94%, empathy dimension 81.84%, physical evidence dimension 84.29%. In conclusion, the level of consumer satisfaction with the quality of non-prescription drug services at Kimia Farma Batam Center Pharmacy resulted in a customer satisfaction level of 80-85% with a satisfied classification.

CORRELATION BETWEEN PERCEPTIONS OF QUALITY ANTENATAL CARE SERVICES TO PATIENT SATISFACTION OF PREGNANT WOMEN DURING THE COVID-19 PANDEMIC

Background: Quality antenatal care services play a very important role in reducing MMR and IMR. With quality antenatal care, mothers and babies can get essential services, identify risk factors immediately, and get access to emergency help amid the COVID-19 pandemic as it is now. The quality of health services is related to patient satisfaction. Satisfaction can provide a good start, create repeat patient visits and provide recommendations for other pregnant women patients. Objective: Analyzing the relationship between perceptions of the quality of antenatal care services and patient satisfaction of pregnant women at the Public Health Center during the COVID-19 pandemic. Method: this type of research is an observational analytic with a cross-sectional design. The number of samples is 73 respondents, the sample is taken by non-probability sampling with consecutive sampling technique. The independent variable is the perceived quality of antenatal services. The dependent variable is patient satisfaction. The instrument used was a google form questionnaire, and the data analysis using the Spearman rank test. Result: the majority of respondents gave good perceptions on the dimensions of reliability, responsiveness, assurance, empathy, and direct evidence. Respondents with good perceptions were more than half satisfied, while respondents with sufficient perceptions were mostly dissatisfied with antenatal care services. Spearman's rank test results for each dimension obtained P=0.001 (P<0.05). Conclusion: There is a significant relationship between perceptions of the quality of antenatal care services and patient satisfaction of pregnant women at the Public Health Center during the COVID-19 pandemic..
 
 keyword : Perception, Quality of service, COVID-19

Quality Analysis of Public Services for AK-1 Application at Disnakertrans Banten Province with Fuzzy Servqual

The Manpower and Transmigration Office, also known as Disnakertrans provides direct services to the community, including the issuance of the AK-I cover letter commonly known as the "Kartu Kuning”. A significant issue has emerged at the Disnakertrans, where the process of obtaining an AK-1 takes more than 20 minutes, surpassing the average time expected by job seekers. Additionally, daily quotas for AK-I issuance are restricted due to Covid-19 regulations. To assess and enhance service quality for AK-I issuance at Disnakertrans Banten Province, a service satisfaction method is imperative. This study employs the Fuzzy Servqual method. The research reveals a noteworthy negative gap in the reliability dimension, particularly concerning two attributes. The first attribute (Question 7) addresses the ability of officers to guide job seekers through the AK-1 application process. The second attribute (Question 8) pertains to the accuracy of officers in entering data according to the specified requirements. These findings underscore the importance of addressing issues related to the reliability dimension, particularly the officer's ability to guide the application process and ensure accurate data entry. By focusing on these aspects, Disnakertrans can make targeted improvements to enhance overall service quality and meet the expectations of service users.

ANALISIS INDEKS KEPUASAN PROGRAM CORPORATE SOCIAL RESPONSIBILITY (CSR) PERTAMINA EP DI KECAMATAN BUNYU KABUPATEN BULUNGAN KALIMANTAN UTARA

The people's livestock program is one of PT Pertamina EP Asset 5's CSR (Corporate Social Responsibility) programs in the field of community empowerment agriculture. This program aims to empower farmers to carry out sustainable broiler farming activities. The research objectives are 1). To know the characteristics of CSR program breeders and 2) To analyze the CSR program satisfaction index. This research was conducted in the Harapan Baru Farmers Group, Bunyu District, Bulungan Regency, North Kalimantan. Implementation time from May to July 2021. The level of farmer satisfaction was analyzed using the Customer Satisfaction Index (CSI) with five dimensions of service quality, namely tangibles (physical evidence), Empathy (Empathy), Reliability (Reliability), Responsiveness (Responsiveness) and Assurance (Guarantee). The measurement of the level of satisfaction with the service quality of the CSR program uses a Likert scale based on scores. Characteristics of livestock CSR program respondents aged 63-70 years (44.44%), junior high school education (44.44%), farming experience 14-22 years (33.33%) and livestock farming experience 2-3 years (77.78%). Physical evidence can be seen from the satisfaction of farmers from livestock cultivation facilities and infrastructure provided in the CSR program as needed. Empathy from technical officers and CSR assistants in conducting technical guidance. Reliability in providing innovation and technical information on livestock, quickly responding and providing solutions to group problems and guaranteeing the sustainability of the CSR program. The results of the CSI (Customer Satisfaction Index) score reached 82.95 in the very satisfied category (80-100). CSI was measured by the value of MIS (Mean Importance Score), MSS (Mean Satisfaction Score), WF (Weight Factors), WS (Weight Score).

Integration Of The Servqual, IPA, And CSI Methods To Analysis Customers Satisfaction

One of the supporting components in running a company is the quality of service delivered to customers. &T Express Benjeng was among the first freight forwarding firms to establish itself in Gresik Regency's Benjeng sub-district. Several trip merchants were identified in Benjeng Gresik District throughout time. As a consequence, the number of people using J&T Express Benjeng services is falling. J&T Express Benjeng had never studied customer satisfaction before doing this research; therefore, evaluating the quality of customer service was critical to remain in an increasingly competitive business environment. The Service Quality techniques, Importance Performance Analysis, and the Customer Satisfaction Index were used in this research. The biggest disparity, according to the results of this study, is in the reliability dimension, the assurance dimension, the responsiveness dimension, the empathy dimension, and the tangibles dimension . According to the Importance Performance research, nine question indicators in quadrant I must be emphasized if performance is to increase. The Expedition must increase the value of the Customer Satisfaction Index by prioritizing repairs in quadrant I of the IPA Kartesius diagram. The Customer Satisfaction Index result indicating that the customer is pleased. Keywords : Service Quality, Importance Performance Analysis, Customer Satisfaction Index, Customer Satisfaction, Customer Interests

Purposes of Performance Appraisal: A Systematic Review and Agenda for Future Research

Purpose: This study expands the knowledge on theoretical and practical performance appraisal purposes (PAPs) explanations. Theoretical framework: Performance Appraisal (PA) has already demonstrated its peculiar characteristic of being the foundation on which decision-making on other Human Resource (HR) policies is based, such as salary increase, training, identification and separation of poor performance. Despite that, there is a general understanding that among the criteria for measuring performance appraisal effectiveness, PAPs have been little explored by academics and researchers. However, the importance of PAPS in employees' reactions is recognized. Design/methodology/approach: Based on a systematic literature review, we synthesized 24 peer-reviewed journal papers published in the last ten years: 2012-2022. Findings: The descriptive results suggest that there has been a decrease in interest in researching on PAPs. At some time, the thematic results suggest that PAPs have been operationalized as an independent variable. Research, Practical & Social implications: Our findings broaden the understanding on PAPs in different cultural and organizational contexts, especially in Asia and Africa. On the other hand, this article can help to improve the perception of appraisers and appraisees on the usefulness of the appraisal system. This way, helping to reduce the prevailing perception that RH practices are not efficient and effective. Originality/value: The line of investigation on PAPs is aligned with previous research whose prevailing domain of administrative and development purposes is still a reality in studies on the topic. However, the novelty in this study is the growing concern with the accuracy and reliability dimension of PAPs.

Specificity of polygenic signatures across symptom dimensions in bipolar disorder: an analysis of UK Bipolar Disorder Research Network data

Current definitions and clinical heterogeneity in bipolar disorder are major concerns as they obstruct aetiological research and impede drug development. Therefore, stratification of bipolar disorder is a high priority. To inform stratification, our analysis aimed to examine the patterns and relationships between polygenic liability for bipolar disorder, major depressive disorder (MDD), and schizophrenia with multidimensional symptom representations of bipolar disorder. In this analysis, data from the UK Bipolar Disorder Research Network (BDRN) were assessed with the Operational Checklist for Psychotic Disorders. Individuals with bipolar disorder as defined in DSM-IV, of European ancestry (self-reported), aged 18 years or older at time of interview, living in the UK, and registered with the BDRN were eligible for inclusion. Psychopathological variables obtained via interview by trained research psychologists or psychiatrists and psychiatric case notes were used to identify statistically distinct symptom dimensions, calibrated with exploratory factor analysis and validated with confirmatory factor analysis (CFA). CFA was extended to include three polygenic risk scores (PRSs) indexing liability for bipolar disorder, MDD, and schizophrenia in a multiple indicator multiple cause (MIMIC) structural equation model to estimate PRS relationships with symptom dimensions. Of 4198 individuals potentially eligible for inclusion, 4148 (2804 [67·6%] female individuals and 1344 [32·4%] male individuals) with a mean age at interview of 45 years (SD 12·03) were available for analysis. Three reliable dimensions (mania, depression, and psychosis) were identified. The MIMIC model fitted the data well (root mean square error of approximation 0·021, 90% CI 0·019-0·023; comparative fit index 0·99) and suggests statistically distinct symptom dimensions also have distinct polygenic profiles. The PRS for MDD was strongly associated with the depression dimension (standardised β 0·125, 95% CI 0·080-0·171) and the PRS for schizophrenia was strongly associated with the psychosis dimension (0·108, 0·082-0·175). For the mania dimension, the PRS for bipolar disorder was weakly associated (0·050, 0·002-0·097). Our findings support the hypothesis that genetic heterogeneity underpins clinical heterogeneity, suggesting that different symptom dimensions within bipolar disorder have partly distinct causes. Furthermore, our results suggest that a specific symptom dimension has a similar cause regardless of the primary psychiatric diagnosis, supporting the use of symptom dimensions in precision psychiatry. Wellcome Trust and UK Medical Research Council.

Tingkat kepuasan pasien terhadap mutu pelayanan kesehatan gigi dan mulut di rsud dr. Rubini mempawah

Background: Patient satisfaction is the goal of providing health services and is a sign of the good quality of services provided. The Regional General Hospital (RSUD) dr.Rubini Mempawah is a referral center for all level one health facilities in Mempawah Regency. Purpose: to describe the level of patient satisfaction with the quality of dental and oral health services at RSUD dr.Rubini Mempawah. Methods: This descriptive observational study with a cross-sectional design was conducted from August to September 2021. A total of 200 respondents were taken using a consecutive sampling technique. The instrument in the form of a questionnaire consists of five dimensions of Service Quality, namely reliability, responsiveness, assurance, empathy, and tangible. Results: The results showed that the majority of respondents were satisfied with the dimensions of responsiveness (51%), assurance (47%), empathy (48%), and tangible (50%). Most of the respondents only felt quite satisfied with the reliability dimension (49%). Conclusion: This study shows the need to improve the quality of dental and oral health services in RSUD dr. Rubini Mempawah especially on the dimension of reliability.

Service Time Improvement Proposition For Insurance Customer Operation At Bpjs Kesehatan West Bandung Office: A Discrete Event Simulation Approach

BPJS Kesehatan is one of the public legal entities in Indonesia and provides public services to the public, one of which is the administration process service and the provision of face-to-face information directly to the nearest BPJS Kesehatan office. The Customer Satisfaction Index is an assessment of whether the services provided by BPJS Kesehatan are in accordance with participants' expectations. To create excellent service for participants, BPJS Kesehatan refers to 5 dimensions of service quality, namely Tangibility, Empathy, Responsiveness, Reliability, and Assurance. One of the face-to-face service problems faced by BPJS Kesehatan West Bandung Office every day is the waiting time and long queues. This problem was even listed on the Customer Satisfaction Index as one of the participants' dissatisfaction points. To find out what causes long queues and the long waiting time for participants, interviews, and observations of conditions in the field are needed. This can be searched in a structured manner using Fishbone Analysis. To help find solutions to these problems, we use Discrete Event Simulation in the Anylogic application to analyze the existing service conditions and find alternative solutions to solve the issue. As a result, we propose several alternative operational scenarios and define the best scenario that can be applied to increase CSI and reduce participant complaints about waiting times and long queues.

ANALISIS KUALITAS PELAYANAN PUBLIK PADA DINAS PERTANIAN TANAMAN PANGAN DAN HORTIKULTURA KABUPATEN KERINCI

This study aims to describe the quality of public services at the Agricultural Extension Office (BPP) in Airwarm District, Kerinci Regency. This research is a descriptive study using a qualitative approach. Data collection techniques were carried out by observation, interviews, and documentation techniques. Research informants were determined using a purposive sampling technique. The informants in this study were BPP office employees and 3 farmer group leaders and 2 farmer group members as supporting informants. The data analysis technique used is divided into several stages, namely data reduction, data presentation, and drawing conclusions. While checking the validity of the data is done by triangulation of data sources and methods. This study shows the quality of public services at the office of the agricultural extension service center in Airwarm District, Kerinci Regency. assessed from the dimensions of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness). Based on (1) physical evidence (tangible) dimensions, service support facilities satisfy the community but it requires expansion of farmer group members because the land is still large. (2) the dimension of reliability, employees perform services in accordance with procedures, (3) responsiveness, the response or responsiveness of extension agents is not fully good because there are extension officers working in designated areas who do not mingle with farmers due to the rare the extension worker went down the field.

A Qualitative Analysis of the Customers’ Perceptions of the Restaurant Services in Bengaluru

The purpose of this qualitative study is to know the expectations and perceptions of customers on different services offered to them in restaurants, along with the estimation of the gap that exists between them. A sample of 250 respondents with different demographic profiles has been selected for conducting the study. The different dimensions that are considered for the study include tangibility, reliability, responsiveness, assurance and empathy. The results of the study concluded that the highest expectation of the customers is on sincerity in providing error-free service followed by providing a menu for diet and offering prompt services to customers even during peak hours. The lowest perception is on creating a feeling of safety and a pleasant environment followed by individual attention to customers and staff availability as and when needed. The analysis of the gap between expectations and perceptions of customers in various dimensions indicates that there is a gap in every dimension except in the tangible dimension. The highest gap was found in the responsiveness dimension followed by the reliability dimension and assurance dimension. The lowest gap is found in the empathy dimension.

Sistem Pengendalian Intern Pemerintah (SPIP) Terhadap Kualitas Laporan Keuangan

The purpose of this study was to examine the influence of the Government Internal Control System (SPIP) on the quality of financial reports produced by the Sei Nadoras Village Office, Bandar Pasir Mandoge District. This research method is associative research. This research was conducted at the Sei Nadoras Village Office, and the data used in the analysis came directly from the responses to the questionnaires that the researchers gave to the sample group which consisted of thirty workers who were the respondents. A saturation sampling approach was used in sample collection for this investigation. The results showed that the tcount value was 1.706 which was smaller than the ttable value of 2.04841, and the significance value was 0.099 which was greater than 0.05. Thus, the Government Internal Control System (SPIP) cannot explain why financial reports are of high quality. This shows that the impact cannot be calculated from the internal control system on the quality of financial reports. From the results of the study it was also found that only the risk assessment dimension contained in the government's internal control system did not affect the quality of financial reports, and only the reliable dimension was not affected by the government's internal control system.
 Keywords: Quality of Financial Reports, Financial Reports, Government Internal Control System (SPIP)