Enhance Service Quality Research Articles

Improving the Quality of Public Services from an Indonesian Village Perspective

This qualitative study examines the quality of population administration services in Bluru Kidul Village, Indonesia, aligning with the government's mandate to provide essential services as per Law Number 25 of 2009. Through interviews, observations, and document analysis, the research evaluates service quality dimensions including tangibles, reliability, responsiveness, assurance, and empathy. Findings indicate a favorable service environment, prompt and accurate service provision, swift handling of requests, caring employee attitudes, and friendly, non-discriminatory treatment of service users. These insights offer valuable guidance for policymakers and administrators to enhance service quality, thereby fostering greater citizen satisfaction and trust in government institutions. Highlights: Thorough assessment of population service quality. Adherence to Indonesia's governmental mandate. Priority on citizen satisfaction and trust. Keywords: Population administration services, Service quality assessment, Government mandate, Indonesia, Citizen satisfaction.

An integrative production-delivery system with mobile additive manufacturing and truck-drone delivery considering optimal printing sequence and preferred delivery time window

ABSTRACT Mobile additive manufacturing (MAM) involves deploying 3D printing in moving vehicles and has recently garnered significant attention from academia and industry. However, no prior work integrates MAM with truck-drone delivery systems to support daily operations, despite the benefits to supply chain management. This paper fills this gap by integrating these technologies, considering customer delivery time windows and optimal printing sequences. A mixed-integer linear programming model is proposed to establish this innovative mechanism. Both exact (CPLEX) and heuristic (Lagrangian relaxation algorithm) approaches are utilized and compared to solve the model. Computational studies validate the model and solution methods across various problem sizes (small, medium, and large), showing the superior performance of Lagrangian relaxation in optimality gap and CPU time. The model is then applied in a case study using the Lagrangian relaxation algorithm. Results indicate that drone flight range and printing job complexity significantly impact cost performance and on-time delivery. Beyond achieving timely and cost-effective customer satisfaction, this system offers insights into supply chain resilience, enabling companies to enhance service quality and reduce inventory dependence through on-demand spare part production via MAM technology.

Transaction Analysis for Operational Optimization in Transjakarta Public Transportation System

This study presents a comprehensive exploratory data analysis (EDA) of transaction data within the Transjakarta public transportation system, focusing on routes, passenger flow, and congestion patterns. Leveraging tap-in and tap-out transaction records collected through payment cards, the research aims to provide actionable insights for optimizing operational efficiency and enhancing service quality. By analyzing transaction data, the study identifies busy routes, peak hours, and passenger distribution across different modes of transportation, including big bus (BRT), medium and big bus (non-BRT), and mini-bus (Mikrotrans). Moreover, the research investigates correlations between transaction volume and traffic congestion levels, enabling the identification of areas prone to delays and bottlenecks. The findings of this analysis offer valuable information for route planning, scheduling adjustments, and infrastructure improvements within the Transjakarta system. By optimizing resources based on data-driven insights, the study seeks to contribute to the enhancement of public transportation services, promoting accessibility, reliability, and sustainability in urban mobility.

IRS-aided NOMA-based communication architecture for 6G wireless networks: An enhanced error-control and reliable data transmission

Intelligent reflecting surface (IRS) is a key technology for sixth-generation (6G) wireless communication to obtain high energy and spectral efficiency with a minimum cost. On the other hand, non orthogonal multiple access (NOMA) enhances the spectrum efficiency of the network. The combining schemes are implemented to obtain error-free data at the receiver. This paper proposes an IRS-aided NOMA-based packet combining (PC) and aggressive packet combining (APC) schemes-assisted communication architecture to enhance service quality and achieve sustainable and resilient connectivity among users for 6G wireless networks. In this paper, the mathematical model has been derived for the instantaneous achievable data rate, bit error rate, outage probability, and packet correction capability. The derived analytical expressions are validated through detailed Monte Carlo simulations. The obtained results show that the proposed schemes outperform the conventional NOMA with PC and NOMA with APC schemes and facilitate enhanced error control and reliable data transmission capabilities. Moreover, the proposed schemes have been compared with the IRS-aided orthogonal multiple access (OMA) schemes, where IRS-aided OMA schemes are considered benchmarks of the proposed schemes. It is presented that the proposed schemes are superior to the conventional OMA with PC and APC schemes and IRS-aided OMA with PC and APC schemes.

Assessing shared auto-rickshaws adoption by intra-city commuters as part of the public transport system: The influence of negative encounters on passenger satisfaction

Emerging research has highlighted the significant role auto-rickshaws play in travel services, and yet, compared to other transport modes, they have received relatively less attention in research. No study has investigated travel behaviour and negative encounters in shared auto-rickshaws. The assumption that negative encounters deter users from utilising shared auto-rickshaws has not yet been validated. Moreover, previous studies have focused on adopting auto-rickshaws and travel behaviour, neglecting the specific dynamics of shared services within the public transport landscape. Here, we investigate the determinants influencing shared auto-rickshaw usage as a distinct mode in Ghana. We also identify negative attributes by drawing the link between negative user encounters and their impact on satisfaction, loyalty, and openness to policy propositions. The study deployed structural equation modelling, which is generally preferred in transport research. We discovered that ‘Availability’ is the most significant factor in predicting the adoption of shared auto-rickshaws. The estimated model established that negative encounters substantially impact users’ satisfaction, and users’ satisfaction was impacted by discomfort with seating arrangement, driver conduct, fleecing of users, and long travel time, among others. Older commuters reported higher levels of satisfaction than younger commuters, whereas commuters with higher levels of education tend to report lower levels of satisfaction. This research expands the limited understanding of shared auto-rickshaw usage by advancing our theoretical grasp of how negative encounters influence satisfaction and loyalty from a user-centric perspective. These insights can aid policymakers, service providers, and transport authorities in crafting legislation that prioritises user needs, enhances service quality, and creates a positive commuting experience. Furthermore, this study discusses managerial implications for transport authorities and policymakers.

Implementation of User Experience Design Approach in Web Based E-Commerce for the Agricultural Sector

The technological advancements of the past have transformed various sectors, including information, education, and commerce. Many utilized the internet to enhance business and trade efficiency. Pantai Gading Village was a significant contributor to agricultural production. Its residents traditionally sold agricultural products locally, resulting in a narrow market scope. Consequently, a web-based E-commerce platform was developed using the User Experience Design Process to aid farmers and expand the market for agricultural products in the village. E-commerce facilitated cost reduction for companies, consumers, and management while enhancing service quality and speed. Through this platform, farmers could promote and sell their products online, overcoming the limitations of the local market and enhancing the village's global visibility. User Experience Design (UXD) improved user satisfaction with products through enhanced usability, accessibility, and satisfaction in interactions. This approach yielded designs that were neat, simple, intuitive, flexible, and appealing, providing users with a unique experience and differentiating products or services from competitors. The author of this study employed the Research and Development (R&D) methodology and the Waterfall development method. The system developed incorporated user experience design processes derived from questionnaire results. Users expressed the need for features such as live chat for each product, shipping options, displaying reviews, and offering Cash on Delivery payment method. This system facilitated and streamlined the marketing of agricultural products, thus boosting sales in Pantai Gading Village.

Analisis Pengaruh Servicescape Terhadap Kepuasan Pelanggan di Prima Freshmart Sekolah Vokasi IPB University

This research explores how service quality (servicescape) at Prima Freshmart, Sekolah Vokasi IPB University, affects customer satisfaction. Researchers surveyed 100 customers to gauge their perceptions of service quality and satisfaction. The results indicate that servicescape, as a whole, positively influences customer satisfaction. Among the servicescape dimensions, attentiveness and reliability emerged as the most influential. This suggests that customers value caring and dependable attitudes from the staff at Prima Freshmart. In conclusion, servicescape is a crucial factor for Prima Freshmart to consider in boosting customer satisfaction. Management should prioritize enhancing service quality, particularly regarding staff attentiveness and reliability, to cultivate a more satisfied customer base and encourage repeat business at Prima Freshmart.

Servqual method– A tool for quality assurance in health care

Ensuring high-quality service delivery in the healthcare industry is crucial for both overall organizational success and patient satisfaction. However, numerous gaps often exist between patient expectations and perceptions of service quality, necessitating effective tools for assessment and improvement. The SERVQUAL method emerges as a valuable tool for quality assurance in healthcare, addressing these gaps through its comprehensive framework. SERVQUAL encompasses five key domains: reliability, assurance, tangibles, empathy and responsiveness.When SERVQUAL is used in the healthcare industry, these domains are evaluated using a variety of approaches, such as focus groups discussions, interviews, and surveys. Healthcare organizations can customize interventions to enhance service quality and patient satisfaction by finding gaps between patient expectations and actual service delivery. The intricacy of patient-provider interactions and cultural diversity present challenges for SERVQUAL implementation in the healthcare industry, emphasizing the necessity for nuanced methods.Despite these challenges, SERVQUAL remains a valuable tool for enhancing quality assurance in healthcare, promoting a patient-centered approach to service delivery. Through its methodical assessment of service quality along several dimensions, it helps healthcare organizations to focus on important areas for development, which eventually improves patient outcomes and experiences.

Enhancing quality of services using genetic quantum behaved particle swarm optimization for location dependent services

Enhancing quality of services using genetic quantum behaved particle swarm optimization for location dependent services

Barriers and facilitators to health professionals' engagement in quality improvement initiatives: a mixed-methods systematic review.

Quality improvement (QI) initiatives in healthcare are crucial for enhancing service quality and healthcare outcomes. The success of these initiatives depends on the active engagement of healthcare professionals, which can be influenced by several factors within the healthcare system. This systematic review synthesized the factors influencing healthcare professionals' engagement in QI projects, focusing on identifying both barriers and facilitators. A mixed methods systematic review (MMSR) was conducted using the JBI methodology for MMSR. Databases such as MEDLINE, CINAHL, Scopus, and Embase were searched for studies that explored barriers and facilitators to QI engagement of health professionals in the clinical setting. Methodological quality was assessed using the Mixed-Methods Appraisal Tool (MMAT). The extracted data were synthesized using the JBI convergent integrated approach to MMSR. Eighteen studies (seven qualitative, nine quantitative, and two mixed-methods) published between 2007 and 2023 were included in the review. The analysis revealed barriers and facilitators to engagement in QI initiatives at different levels of the health system. At the QI program level, the engagement of health professionals to QI was influenced by the approach to QI, evidence underpinning the QI initiative, QI knowledge and training, and access to QI specialists. At the health professional level, barriers and facilitators were related to their organizational role, motivation, perceptions about QI, and collaborations with individuals and groups. At the organizational level, factors related to culture and climate, leadership, available resources (including human resource and workload, infrastructure, and incentives), and institutional priorities influenced health professionals' participation in QI. This review highlights the complex interplay of organizational, individual, and QI program level factors that influence the engagement of healthcare professionals in QI. Overcoming these complex barriers and leveraging facilitators is crucial for enhancing participation in QI efforts. The findings underscore the need for a multi-level strategy that focuses on creating a conducive organizational culture, providing robust leadership, and ensuring adequate resources and training for healthcare professionals. Such strategies hold the potential to enhance the effectiveness and sustainability of QI initiatives in healthcare settings.

Factors Influencing Customer Satisfaction towards Internet Banking Service: Case Study of Vietnam

This study investigates the impact of service quality dimensions on customer satisfaction in the context of internet banking services in Vietnam. Using a quantitative approach, data were collected through a structured questionnaire from a sample of 934 customers of the ten largest banks in Vietnam. The five service quality dimensions examined in this study are Tangibility, Reliability, Assurance, Responsiveness, and Empathy. Correlation and multiple regression analyses were conducted to assess the relationships between these dimensions and customer satisfaction. The correlation analysis revealed that all five service quality dimensions had significant positive correlations with customer satisfaction, with Assurance having the strongest correlation, followed by Responsiveness, Empathy, Reliability, and Tangibility. The regression results indicated that all five dimensions were significant predictors of customer satisfaction, with Responsiveness, Reliability, and Assurance having the strongest relative impact. This study contributes to the understanding of service quality and customer satisfaction in the digital banking era, providing valuable insights for bank managers and policymakers to enhance service quality and customer satisfaction in the highly competitive Vietnamese banking market. The findings highlight the need for banks to prioritize Responsiveness, Reliability, and Assurance while also addressing Tangibility and Empathy to meet customer expectations and foster long-term customer loyalty.

Understanding Hotel Employees’ Perceptions of Guests with Disabilities in Ho Chi Minh City, Vietnam

While previous research has mainly concentrated on understanding the requirements of guests with disabilities, there is a notable gap in exploring the perspectives held by hotel employees. This study endeavors to address this research gap by investigating how hotel employees in Ho Chi Minh City (HCMC) perceive guests with disabilities. Employing a mixed-methods approach, this research seeks to uncover employee attitudes and knowledge, their roles in fostering inclusivity, and the significance of communication between management and staff in elevating service quality. Notably, the study’s key findings underscore a significant link between employee contentment and customer satisfaction within hotels in HCMC, underscoring the pivotal role of effective communication in enhancing service quality. The research’s most prominent discovery indicates that a substantial proportion of hotel staff (88.5%) strongly agree on the importance of providing accessibility for guests with disabilities, as evident from the outcomes of the online survey. This outcome demonstrates a commendable high level of awareness among hotel employees concerning the specific needs of customers with disabilities. In terms of hotels’ overarching outlook towards guests with disabilities, a majority of managers voiced the perspective that hotels do not actively focus on disabled guests as a distinct market segment. These findings provide invaluable insights that can guide hotel managers and employees, contributing to a more comprehensive comprehension of how to establish an inclusive environment within the hospitality industry.

Exploring Service Accessibility and Quality for Differently-Abled Students: A Qualitative Analysis at a South African University of Technology

This qualitative study investigates the service experiences of differently-abled students within the Financial Aid Department of a prominent South African University of Technology. Employing a semi-structured interview schedule aligned with the Service Quality model (SERVQUAL), five dimensions—tangibles, assurance, empathy, reliability, and responsiveness—are explored. The study unveils the significant challenges students face, including issues related to the location and accessibility of the department, staff approachability, and the reliability of communication systems. The discussion section draws on relevant literature to synthesise the findings, providing comprehensive insights into the intricacies of service delivery for differently-abled students. The study concludes with actionable recommendations for enhancing service quality and inclusivity, addressing the unique needs of this student demographic in the evolving landscape of South African higher education.

Factors Associated With Job Fatigue In Outpatient Nurses In Hospital X

Work fatigue is a prevalent issue among public service workers, particularly nurses, impacting their performance and patient care. This study focuses on outpatient nurses at Hospital X in South Jakarta, aiming to identify factors associated with job fatigue. Using a quantitative cross-sectional design, data was collected from 100 outpatient nurses in 2023. Univariate and bivariate analyses, including the chi-square test, were conducted. Results revealed that 68.9% of nurses reported moderate fatigue, with significant associations found between high fatigue complaints and workload (p-value 0.000) and age (p-value 0.026). These findings underscore the need for Hospital X to address workload issues by considering additional personnel to mitigate fatigue among nurses. Such measures can enhance service quality and potentially improve nurse well-being, thereby benefiting patient care. Furthermore, implications suggest the importance of empathy training and holistic awareness of biopsychosocial components in addressing nurse fatigue and improving patient outcomes.

Based on the "Internet +" Era of Tourism and Hotel Industry Development Thinking

Amidst the surge of the "Internet Plus" era, the hospitality industry finds itself amidst unprecedented opportunities and challenges. This discourse revolves around an in-depth exploration of the current status, development models, and future strategies of the hospitality sector in the "Internet Plus" era. Presently, internet technologies are incessantly permeating various facets of the hospitality industry, profoundly influencing industry dynamics and operational models. The article begins by analyzing the fundamental status quo of the hospitality industry, unveiling industry characteristics and challenges under the backdrop of "Internet Plus." Subsequently, it delves into various development models within the Internet Plus hospitality sector, encompassing innovations in online booking and distribution models, optimization of intelligent services and experiences, as well as precision marketing and operational management driven by data. Additionally, the article proposes development strategies for the hospitality industry in the "Internet Plus" era, addressing technological innovation and digital transformation, enhancement of service quality and perceptual experiences, and the expansion of diversified business development pathways.

Design of a large language model for improving customer service in telecom operators

AbstractTelecommunications operators are tasked with enhancing service quality, reducing operational costs, and preserving customer privacy. This study presents an innovative application of large language models (LLMs) integrated with the LangChain technology framework, aimed at revolutionizing customer service in the telecom sector. The LangChain framework features a Knowledge Organizing Module and a Knowledge Search Module, both designed to refine customer support operations. The research develops an LLM‐based approach to improve the segmentation and organization of knowledge bases, tailored for the telecommunications industry. This approach ensures seamless integration with existing LLMs while preserving distinct knowledge domains, crucial for search accuracy. Additionally, the framework includes an advanced information security protocol with a robust filtering system that effectively excludes sensitive data from the model's outputs, enhancing data security. Empirical findings indicate that the ChatGLM2‐6B+LangChain model outperforms the baseline ChatGLM2, demonstrating heightened effectiveness in telecom‐specific tasks and outstripping even more sophisticated models like GPT‐4. The implementation of this LLM‐based framework within telecom customer service systems has significantly sharpened the precision of knowledge recommendations, as reflected by a dramatic increase in acceptance rates from 15% to 70%.

Application of the full consistency method (FUCOM) - Cosine similarity framework in 5G infrastructure investment planning: An approach for telecommunication quality improvements

In the rapidly evolving telecommunications landscape, the shift towards advanced communication technologies marks a critical milestone. This transition promises to revolutionize connectivity by enabling seamless data downloads, high-quality video streaming, and instant access to applications. However, adapting to these advanced technologies poses significant challenges for infrastructure expansion, requiring innovative investment and deployment strategies. These strategies aim not only to enhance service quality but also to ensure extensive network coverage. To address the need for systematic planning in infrastructure investment, this paper presents a novel methodology that combines the Full Consistency Method (FUCOM) with cosine similarity analysis. This integrated approach effectively prioritizes service areas for the deployment of 5G technology, emphasizing the importance of detailed planning in mobile strategy development. By leveraging FUCOM to determine the weights of various criteria and employing cosine similarity analysis to rank service areas, the methodology facilitates efficient resource allocation and service quality enhancements. Empirical validation using real data from a Turkish telecommunications company confirmed the effectiveness of the proposed algorithm. The results indicate that this integrated approach can significantly advance the telecommunications industry by providing essential insights for companies seeking to improve service quality amidst the transition to 5G and beyond. The successful implementation of the proposed algorithm demonstrates its effectiveness in addressing the challenges faced by telecommunications companies and underscores the importance of a data-driven approach in strategic decision-making and resource allocation. Furthermore, the findings suggest that the integrated FUCOM and cosine similarity analysis approach can offer a valuable tool for telecommunications companies worldwide, offering a systematic method for prioritizing infrastructure investments and enhancing network performance.

Enhancing Quality of Service and Energy Efficiency in Wireless Sensor Networks through TDMA-Based Topology and Cross-Layer Approaches

It is necessary to continuously monitor the environment with the sensors in delay-sensitive wireless sensor network applications. The continuous monitoring operation results in higher energy consumption by the sensor nodes; wireless sensor networks are also subject to numerous difficulties, including latency, packet loss, and throughput. These are the most important constraints in wireless sensor networks (WSNs) and need to improve for better quality communication. In this research, quality of service is related to numerous systems that have very sensitive parameters such as end-to-end delay, packet loss, throughput, energy consumption, latency, and average delay. Therefore, it is necessary for the sensors to transmit reliable data within a reasonable timeframe. To find out better communication results, we have used the TDMA (Time Division Multiple Access) approaches in our paper to improve packet delivery ratio (PDR), latency, and throughput. The NS2 simulator is used to test communication between nodes. Latency, the packet delivery ratio (PDR) of transferring data packets, and throughput are measured. The TDMA approach is used in our proposed topology, and we can see a specific area where nodes are connected to communicate with one another. Each node is communicating with the other node using two different paths. Each node's bandwidth, latency, and PDR will be different. Hence, in one path, a TDMA approach is implemented, which results in improved node performance in terms of latency, packet delivery ratio, and bandwidth.

OPERATIONAL MANAGEMENT OF SERVICE FIELD ENTERPRISES UNDER THE CONDITIONS OF DIGITALIZATION IN THE SYSTEM OF SUSTAINABLE DEVELOPMENT

The article explores the unique impact of digitalization on the operational management of service enterprises, underscoring the importance of strategies and tools for optimizing business processes. These tools empower enterprises to effectively use digital technologies, increasing productivity while reducing negative environmental impact. The study also highlights the crucial role of innovative solutions in ensuring sustainable development and how digital technologies can enhance service quality, meeting consumers’ evolving needs. The article concludes by emphasizing the necessity of involving the audience in implementing digital innovations into the management system of service enterprises, aligning with the contemporary demands of efficient and sustainable development.

The Role of Strategic Leadership on Quality Public Service Delivery: A Study of Federal Medical Centre, Yenagoa

The concept of leadership dates back to the inception of human civilization. Accordingly, there has been a significant shift from conventional leadership approaches to strategic leadership. This research evaluated the impact of strategic leadership on enhancing service quality within Federal Medical Centre Yenagoa. The study aimed to gauge how strategic leadership contributes to enhancing public service quality in this medical centre, posing two research inquiries. A survey involving 203 participants was conducted using Taro Yamani’s statistical formula. Upon scrutinizing the data collected from 193 individuals, it was evident that strategic leadership has effectively enhanced public service quality in Federal Medical Centre Yenagoa. This can be ascribed to its ability to modify institutional trajectories, as demonstrated by the adoption of the New Public Management theoretical framework (NPM) in 1991, established by Christopher Cropper Hood, the Gladstone Professor of Government. The study stressed that unlike traditional leadership, which heavily depends on personal attributes, strategic leadership is more objective, focusing on the interactions between the external environment and the organization’s mission. The study, amongst others, recommended that the Federal Medical Centre Yenagoa and similar establishments in Nigeria reassess their leadership approaches and embrace strategic leadership. These institutions should proactively establish an environment and mechanisms conducive to strategic thinking and systematic action to achieve sustainable growth goals.