Improve Service Quality Research Articles

Analisis Komunikasi Publik Pejabat PTSP dalam Meningkatkan Kualitas Layanan di Pemerintah Kabupaten Labuhanbatu Selatan

This study aims to analyze the public communication process of One-Stop Integrated Service officials to the public in improving the quality of services in the South Labuhanbatu Regency Government and analyze the obstacles to the public communication process of One-Stop Integrated Service officials to the public in improving the quality of services in the South Labuhanbatu Regency Government. The theories used are the theory of public communication, public services, and service quality. This research method is qualitative. The informants in this study are the Head of Service, Secretary, Service Officer, and the community of South Labuhanbatu Regency. Data analysis techniques use data reduction, data presentation, and conclusion drawing or conclusion verification. This study concludes that public communication by PTSP in improving service quality has been effective with the selection of the right media, such as social media, to facilitate the issuance of permits. The main obstacle occurs due to the lack of public attention to the information submitted according to the SOP.

Implementation of tourism village management policies based on Edward III's theory in Bintan Regency to achieve sustainable tourism

Tourism villages have emerged as a crucial source of local income in Bintan Regency, yet the policy implementation for managing these villages faces both practical and theoretical challenges. This research aims to analyze the implementation of public policies in the management of tourist villages in Bintan, using Edward III's theory as a framework. The research employs a descriptive qualitative method, utilizing both secondary data from government documents and primary data collected through interviews with key informants. The findings reveal that although Bintan’s tourism villages are generally managed effectively, several obstacles still hinder their full potential. These challenges include limited human resources, inadequate infrastructure, budgetary constraints, and social conflicts within the community. The study highlights the importance of communication as a key factor in policy implementation, where efficient and effective communication between stakeholders can improve service quality in the tourist villages. It also raises community awareness about the preservation of the environment and local culture, which are vital for attracting tourists. Moreover, the availability of both human and natural resources plays a significant role in enhancing tourist experiences. The attitudes and dispositions of tourism village managers are also essential in fostering an environment that supports environmental conservation and cultural heritage. The research underscores the need for a structured bureaucratic framework, characterized by clear policy hierarchies, active community involvement, government transparency, and better collaboration among agencies. To promote sustainable tourism in Bintan, this study recommends that the government provide training and support to local communities.

DEVELOPMENT OF TRANSFER PRICING REGULATIONS IN INDONESIA

This research driven by the urgency to understanding the massive improvement of transfer pricing regulations in Indonesia. Directorate General of Taxes (DGT) have adjusted along with the advancement of macroeconomic, business field, cross border trade, and domestic needs. This study aims to describe the development of transfer pricing regulations in Indonesia, since it was first enacted in 1983. The analysis covers three main topics, which are the implementation and examination of arm's length principle, transfer pricing documentation, and advance pricing agreement. This research used qualitative methodology, particularly analytical descriptive approach. Analytical descriptive performed by analyze, capture, and summary a set of regulations, then provide them in the text containing important provision from each regulation. The result shows that there has been a significant development in transfer pricing regulation in Indonesia. Since the first time enacted, there are eight regulations concerning arm’s length principle, three regulations concerning TP Doc, and five regulations concerning advance pricing agreement which enacted sequentially. Those have provided more detailed rules and fulfilled stakeholders' needs. Novelty of this research can be seen through the comprehensive inventory of transfer pricing regulations in Indonesia, which can provide broad explanation for readers. This research may contribute to enrich the transfer pricing literature for academics. Besides, by describe the whole transfer pricing regulations in Indonesia, this research may also contribute to broaden taxpayer’s understanding and improve service quality of tax authority. From this research, it can be concluded that development of the transfer pricing regulations has provided legal certainty and efficiency for taxpayers and DGT in its implementation.

Pendekatan Fuzzy Servqual Untuk Mengevaluasi Tingkat Kepuasan Pasien di Praktik Dokter Karunia

Measuring patient satisfaction is one of the main indicators of measuring the quality of service in health facilities. Health service providers have difficulty measuring patient satisfaction, problems that are often complained about based on patient perceptions include late arrival of doctors at the clinic, lack of toilet cleanliness, long examination times, and the attitude of some nurses who are not friendly. The purpose of the study was to evaluate the level of satisfaction of patients who were treated at the Karunia Doctor's Practice using the Fuzzy Servqual method. Service quality was analyzed through five dimensions in the Servqual framework, namely tangible evidence, reliability, responsiveness, assurance, and empathy. The results of the study showed that the gap value of the five dimensions was negative, indicating that the quality of service provided did not meet the expectations of patients who were treated at the Karunia Doctor's Practice. The dimension with the highest gap value was tangible evidence with a value of -0.77, while the lowest gap value was in the reliability dimension. Thus, it can be concluded that the tangible evidence dimension requires special attention to improve service quality.

Research on Hainan Sports Tourism Experience Behavior Based on the Influence of Network Text

This study focuses on the influence of online texts on Hainan’s sports tourism experience behavior, aiming to explore the specific impact of online texts on Hainan’s sports tourism experience behavior and provide a reference for promoting the development of Hainan’s sports tourism. The study used methods such as text analysis to collect and analyze textual content related to Hainan sports tourism on the Internet. The research results indicate that online text has a significant impact on tourists’ travel decisions, destination selection, participation in sports events, and experience satisfaction. Positive online text can attract more tourists, while negative text may cause tourists to hesitate or give up. The research conclusion is that online text significantly affects the experience behavior of sports tourism in Hainan. Relevant departments and enterprises should attach importance to the role of online text, actively manage and guide online public opinion, improve service quality and tourist experience, and promote the sustainable development of sports tourism in Hainan.

Servant Leadership: Biblical Evidences and Path to Organizational Effectiveness

This study explores the concept of Servant Leadership through a biblical lens, examining its roots in the Old and New Testaments and its application in contemporary non-profit organizations. Using a qualitative approach combining literature review, biblical exegesis, and contextual analysis, the research investigates four major theoretical frameworks of Servant Leadership and their alignment with biblical principles. Key findings reveal strong parallels between modern Servant Leadership theories and biblical examples, particularly in the life and teachings of Jesus Christ. The study identifies core characteristics of Servant Leadership, including humility, empowerment, and focus on others' growth, as deeply rooted in biblical narratives. Furthermore, the research demonstrates the positive impact of Servant Leadership on organizational effectiveness in churches, social foundations, and spiritual movements, evidenced by increased member engagement, improved service quality, and enhanced collaborative capabilities. This study contributes to the understanding of Servant Leadership as not merely a management technique but a biblically-grounded approach to leadership with significant implications for organizational practice and mission fulfillment in faith-based contexts.

Service quality management under risk prioritization and imprecise information: a hybrid fuzzy approach

PurposeConventional risk prioritization methods rely on crisp inputs but struggle with imprecise data and hesitancy, resulting in inaccurate assessments that affect service and information quality and performance monitoring. This study proposes a fuzzy data-driven risk prioritization model for service quality under imprecise information.Design/methodology/approachEnterprise risk management is crucial for service quality management, ensuring effective identification, assessment and mitigation of risks impacting service delivery and customer satisfaction. This paper proposes a fuzzy data-driven multi-criteria model for risk prioritization involving multiple decision-makers. It introduces a hybrid method combining intuitionistic and hesitant fuzzy group decision-making to assess better and prioritize risks based on decision-maker preferences.FindingsThe proposed hybrid fuzzy model improves service quality in business operations by efficiently representing uncertain information in traditional frameworks. It helps identify potential risks in advance and enhances control over business operations, enabling organizations to benchmark service quality and identify best practices. Accordingly, organizations acquire information and background knowledge to benchmark their service quality. This, in turn, improves service quality under performance management.Research limitations/implicationsDespite the advantages of fuzzy models in risk prioritization, such as mimicking human reasoning more accurately, their complexity can hinder adoption. The intricate computational steps may deter shop-floor managers who prefer the more straightforward conventional crisp RPN approach, which is easier to understand and implement. However, while developing a hybrid fuzzy risk prioritization model may require more effort, its benefits become apparent over time. Once developed, the model can be integrated into software applications, allowing decision-makers to use it easily. This integration simplifies fuzzy computations and enhances risk prioritization, leading to more informed decision-making and improved risk management in the long term.Practical implicationsThe proposed robust fuzzy framework improves risk management by integrating uncertain information and multiple decision-makers expertise, leading to more reliable outputs that enhance strategic decisions and operational efficiency.Originality/valueWe validate the proposed approach at an integrated steel plant’s risk management process, covering broad areas of the service quality domain. To the best of our knowledge, no study exists in existing literature attempting to explore the efficacy of the proposed hybrid fuzzy approach in risk management practices at prime sectors like steel. The study’s novelty is backed by this validation experiment, which indicates that the effectiveness of the results obtained from the proposed multi-attribute hybrid fuzzy methodology is more practical. The model’s outcome substantially adds value to the current risk assessment and prioritization literature that significantly affects service quality.

Physician’s service quality and patient’s review behavior: managing online review to attract more patients

PurposeOnline patient reviews are of considerable importance on online health platforms. However, there is limited understanding of how these reviews are generated and their impact on patients' choices of physicians. Therefore, this study aims to investigate the antecedents and consequences of online patient reviews on online health platforms.Design/methodology/approachThis study introduced an online interaction model with multiple stages aimed at examining how physicians' service quality affects patients' review behavior and, consequently, influences patients' choices of physicians.FindingsThe results revealed that technical quality and emotional care significantly influenced the effort that patients exert and their use of positive emotional words when writing reviews, which, in turn, positively influenced patients' selection of physicians. Moreover, it was found that the voice channel had a significant moderating effect on the relationship between physician service quality and patient review behavior.Practical implicationsThe study’s findings can help online health platform managers improve the platform system by optimizing the integrated text and voice interaction functions. The findings can also support physicians in improving service quality, managing online reviews and attracting patients’ choices.Originality/valueThis study enriches the literature on physician service quality, patient online reviews and choices in online health platforms. Furthermore, this study offers a novel perspective on the social exchange process in online healthcare settings by highlighting the role of media in shaping physician–patient interactions.

CONSUMER ATTITUDE TOWARDS DIGITAL BANKING SERVICES (CASE OF GEORGIA)

Objective: The main purpose of the research is to study the attitudes of consumers towards the use of digital technologies in Georgia's banking sector. Theoretical Framework: The paper is based on the theory of consumer behavior, which reflects the impact of respondents' cognitive, emotional and behavioral characteristics on their satisfaction. Method: The questionnaire survey method was used for the study. Data were collected through random sampling of consumers. Correlation and regression analysis methods are used to process the collected data. Results and Discussion: The reliability of the research analysis was confirmed, and the main factors identified were awareness, perceived ease of use, trust, and social media marketing activities, which positively influence the intention to use digital banking, which has a positive effect on satisfaction and digital bank services using. Research Implications: This article provides theoretical guidance on the characteristics of digital banking services and the main factors influencing their use by consumers. The study has practical application for commercial banks operating in Georgia, which can adapt this model in a real environment. The mentioned model will help banks, using digital banking services, to increase customer satisfaction and improve existing applications/digital products. Originality/Value: This study is original, which contributes to the development of literature in the field of banking marketing. The value of this study lies in the fact that it will contribute to the improvement of service quality in the banking sector and the increase in customer satisfaction.

Tingkat Kepuasan Kinerja IT Support di Divisi Marketing pada PT. Jalatama Artha Berjangka menggunakan Metode Service Quality

In this study, the researcher uses a quantitative research type, namely the researcher collects data on a certain population or sample. While the study was conducted in the marketing division at PT. Jalatama Artha Berjangka to analyze and calculate statistics using the service quality method. The results of this study are in the marketing division of PT Jalatama Artha Berjangka, I can draw the following conclusions: indicating that the satisfaction of IT Support performance in the Marketing Division at PT. Jalatama Artha Berjangka has not met expectations. Evaluation using the Service Quality method reveals a gap between expectations and performance provided by IT Support services and improvements and enhancements in IT Support services in the marketing division need to be prioritized to improve service quality and achieve a better level of satisfaction. Thus, this study provides an understanding of the condition of IT Support performance satisfaction in the Marketing Division of PT. Jalatama Artha Berjangka and highlights the importance of improvement efforts to increase user satisfaction with IT Support services.

Strategy to Improve Organizational Image Throughing Personality, Servant Leadership, Organizational Culture and Service Quality

Image is one of the important assets for an organization that should be continuously built and maintained. A good image is one of the important tools, not only to attract consumers in choosing products or services, but also to improve customer satisfaction attitudes towards the organization. Image also shows the existence of an organization in the public eye, namely showing the public’s view of the organization that is formed over a long period of time. A well-formed image will also have a good impact on achieving the goals set by individuals or organizations. Based on preliminary research, it is known that the Image of PGRI Schools in Bogor Regency is relatively suboptimal. Therefore, research is needed to obtain information on variables related to improving Service Quality. The purpose of this study is to carry out strategies and ways to improve organizational image by conducting research on the influence between personality variables, servant leadership, organizational culture and service quality. This study uses the path analysis method to determine the influence between the variables studied and the SITOREM method for indicator analysis in order to obtain optimal solutions in efforts to improve organizational image.

A Comprehensive Analysis of the Impact of an Increase in User Devices on the Long-Term Energy Efficiency of 5G Networks

The global deployment of fifth-generation (5G) mobile networks, especially in urban cities, is dedicated to accommodating the demand for high data rates and reliable wireless communications. While the latest 5G networks improve service quality, the support for a simultaneous serving of more user devices (UDs) with higher data rates than previous mobile network generations will require a massive installation of different 5G base station (BS) types dominantly in urban cities. Besides contributing to the smart city service improvements, this massive installation of heterogeneous 5G BSs will also contribute to the increase in 5G network energy consumption (EC) and carbon dioxide emissions. Since this increase in installed 5G BSs imposes environmental and economic challenges, this paper analyzes the impact of the continuously rising number of 5G UDs on the energy efficiency (EE) of the radio part of Croatian and Dutch 5G networks as example cases in the period of 2020s. Analyses consider the countries’ rural, suburban, urban, and dense urban UD density areas by utilizing the proposed simulation framework for the EE evaluation of 5G heterogeneous networks (HetNet) valued through standardized mobile networks EE metrics. The study examines four proposed BS installation and operation scenarios for reducing energy costs of 5G networks that differ in optimizing energy consumption via different BS installations, sleep modes, and transmission power scaling techniques. The obtained results indicate that dynamic adaptation of BS deployments and radio resource management during operation according to the increase in the number of UDs and corresponding DVs can enhance 5G HetNet EE. The findings provide valuable insights for mobile network operators looking to optimize 5G network EE in the upcoming decade.

Comparative Study on Anomaly based Intrusion Detection using Deep Learning Techniques

With an array of applications, Wireless Sensor Networks (WSNs) have the potential to transform the world into a smart planet. WSNs consist of a collection of resource-constrained sensors that gather data, which is then utilized for decision-making and analysis, leading to improvements in quality of service, management, and efficiency. However, the open nature of WSNs exposes them to numerous vulnerabilities and threats. Operating in potentially hostile and unattended environments makes these networks attractive targets for adversaries. Therefore, it is essential to detect the presence of malicious attacks within the networks and implement robust security systems to address these challenges. While traditional security mechanisms such as authentication and cryptographic methods are commonly employed, they often fall short in effectively countering the dynamic nature of modern attacks. Hence, IDS (Intrusion Detection System) tends to continuously monitor the network and detect potential threats in real-time scenarios. This method possess the ability of identifying, responding promptly, preventing and thus ensures resilience of the network. Therefore, the present study reviews the various intrusion detection techniques and data collection methods. The main aim of the study is to investigate the design challenges of deploying IDS in a WSN environment. So, the study analysed the AI (Artificial Intelligence) based techniques involved in intrusion detection and how these techniques could be adopted in WSN. In addition, the comparative analysis of several ML (Machine Learning) and DL (Deep Learning) algorithms are also deliberated to portray the different deployment technique with corresponding outcomes. Further, the main challenges faced by each studies with their limitations are specified for supporting future researchers in developing new trends in intrusion detection for WSN.

Approaches to developing hybrid fulfillment models for e-commerce: The synergy of delivery and storage

Purpose: This study explores innovative approaches to hybrid fulfillment models in e-commerce, focusing on integrating multiple strategies to meet evolving market demands and enhance operational efficiency. Methodology: The research employs observational and analytical methods, drawing on both primary and secondary data from companies operating in the e-commerce fulfillment sector. Results: The study identifies key methods for hybrid fulfillment, including cross-docking, micro-fulfillment networks, and intelligent distribution. These approaches enable businesses to optimize order processing, reduce costs, and improve service quality. A case study of Gymshark demonstrates the successful implementation of a hybrid model, combining centralized warehousing with localized fulfillment centers. Theoretical contribution: This research contributes to the ongoing development of supply chain management strategies by providing a comprehensive analysis of hybrid fulfillment models and their potential to address challenges in traditional fulfillment approaches. Practical implications: The findings offer practical insights for e-commerce businesses seeking to enhance operational efficiency, customer satisfaction, and market competitiveness through the adoption of hybrid fulfillment models. Sustainable Development Goals (SDGs): SDG 9: Industry, Innovation and Infrastructure; SDG 12: Responsible Consumption and Production; SDG 13: Climate Action; SDG 8: Decent Work and Economic Growth; SDG 17: Partnerships for the Goals

Patient satisfaction survey in a public hospital: Remera Rukoma District Hospital, Rwanda, 2023

BackgroundPatient satisfaction is a crucial indicator of healthcare quality, influencing outcomes and providing insights for improvement. This study aims to assess patient satisfaction levels, and associated factors, and identify areas for enhancement at Remera Rukoma District Hospital (RRDH) in Rwanda, where such data was previously lacking.MethodsA cross-sectional study using a mixed approach of data collection was conducted, involving 384 participants (164 inpatients, 220 outpatients). Quantitative surveys and qualitative interviews were employed. Patient satisfaction was categorized as Very Satisfied (> 70%), Satisfied (50–69.9%), or Not Satisfied (≤ 49.9%). Data analysis included descriptive statistics, bivariate logistic regression, and thematic analysis of qualitative data.ResultsThe study comprised 37.8% male and 62.2% female participants. Overall, 52.6% were highly satisfied, 29% satisfied, and 18% not satisfied. Among outpatients, 35.9% were dissatisfied with cashier services, and 46.9% with pharmacy wait times. Inpatients showed 74.4% satisfaction with the admission process, but 69.5% reported delayed test result feedback. Educational level significantly influenced satisfaction, with uneducated participants showing lower odds of satisfaction compared to university-educated ones (cOR = 0.409, 95% CI: 0.186–0.897, p = 0.026). Qualitative findings highlighted issues with wait times, communication, and service consistency.ConclusionsWhile overall satisfaction at RRDH was positive, the study identified areas needing improvement, particularly in communication, wait times, and service delays. Education level was significantly associated with satisfaction level. Addressing these factors, beyond operational efficiency, may significantly impact patient satisfaction. Enhancing communication, managing expectations, and optimizing service delivery are crucial for maintaining satisfaction and improving service quality.

Pengaruh Kualitas Pelayanan dan Harga terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variable Intervening pada Pelanggan Pusat Kebugaran New Body

This study investigates the effect of service quality and price on customer loyalty with customer satisfaction as an intervening variable to New Body customers fitness center. With the fitness market gaining more and more competition, knowing what drives customer loyalty is a must. The method applied for this research is Structural Equation Modeling (SEM), and based on 221 respondents who are customers of New Body as the data collection technique through questionnaires. The result shows that there is a positive and significant effect of customer satisfaction on customer loyalty. In another finding, service quality has an insignificant negative effect on loyalty, but in the presence of customer satisfaction as an intervening variable, its effect is positive. Price also affects loyalty as the direct effect of price on loyalty is high. Our findings provide suggestions for marketing strategies of fitness centers aimed at improving service quality to be in line with expectations create satisfaction and therefore enhance loyalty toward the fitness center

Exploration of Customer Experience in Satisfaction and Loyalty Toward Lion Air Flight Services

Lion Air is one of the leading airlines in Indonesia's low-cost carrier (LCC) market. However, the airline faces several public concerns related to service quality and customer experience. This study aims to explore the reasons behind customer retention and the dynamics of customer satisfaction in the face of operational shortcomings. The study employs a qualitative approach to explore and understand customer experiences, perceptions, and preferences in-depth. Data were collected through primary and secondary sources, and interviews were conducted with participants. Data analysis was conducted qualitatively through stages of collection, presentation, reduction, and conclusion. The results show that customer satisfaction and loyalty to Lion Air flight services are influenced by several factors, including product quality, price, and service quality. Among these factors, affordable ticket prices are the main factors that encourage customers to make repeat purchases, stay loyal customers, and provide positive recommendations to others. The findings of this study can guide Lion Air's management in formulating effective strategies to improve service quality, strengthen customer loyalty, and maintain its position as a leading airline in Indonesia. Furthermore, it is hoped that further research can produce more comprehensive and useful findings for Lion Air management in improving performance and competitiveness in the aviation industry.

ANALISIS PENGARUH KUALITAS PELAYANAN BERBASIS BUDAYA ORGANISASI TERHADAP KEPUASAN PENGGUNA JASA FASILITAS KAWASAN BERIKAT PADA BEA CUKAI MAGELANG

The aim of the research is to examine, determine and analyze the influence of service quality based on organizational culture on the satisfaction of users of Bonded Zone facility services at Magelang Customs. The method used is a quantitative method with a descriptive statistical approach. Research data at Magelang Customs. was obtained using a questionnaire and a sample of 49 respondents. The data analysis carried out in the research is statistical and mathematical methods through GAP Analysis, Customer Satisfaction Index (CSI), and Importance-Performance Analysis (IPA) measurements. The results of research on Service Quality calculations using GAP Analysis show that there are indicators from statement items that have negative values from the GAP Analysis calculations for each dimension of service quality with the total score obtained being -0.20. This value shows that the expectation score is greater than the performance score. Data analysis using the Customer Satisfaction Index (CSI) at Magelang Customs showed that 89.12% were very satisfied. The overall level of customer satisfaction by looking at the level of performance and level of importance of product or service attributes as measured using the Customer Satisfaction Index (CSI) at the Magelang Customs, overall expectations and performance are very good. Then, the results of the Importance-Performance Analysis (IPA) measurement show improvements in service quality which are focused on 5 indicators that are included in important services, but satisfaction is still low.

Research on the Application of Big Data Technology

The swift advancement of information technology has positioned big data as a crucial instrument for fostering innovation and enhancing optimization across diverse sectors. This essay seeks to investigate the specific applications and effects of big data technology in the financial, healthcare, and educational domains. The research background is that the wide application of big data technology has a profound impact on business processes and decision-making methods in various industries. Research topics cover big data for personalized learning and data parsing in education, disease prediction and personalized medicine in healthcare, and risk management and fraud detection in finance. This paper adopts the method of literature review and case analysis, and the research objects include educational platforms, medical institutions and financial institutions. The data comes from industry reports, academic studies and real-world cases. The findings indicate that big data technology has a noteworthy impact in improving service quality and decision-making efficiency, but concurrently faces issues like protecting data privacy, technical complexity and data quality. The conclusions point out that while big data technology is driving the industry, these challenges need to be addressed to achieve its maximum potential.

Optimalisasi Pengelolaan Fasilitas Kampus Menggunakan IoT untuk Monitoring Ketersediaan Ruang dan Peralatan

The application of Internet of Things (IoT) technology in campus facility management can enhance operational efficiency and effectiveness by monitoring the availability of rooms and equipment in real-time. This study aims to explore the basic concepts and implementation of IoT in managing campus facilities through document analysis. The results show that IoT can assist in managing classrooms and equipment, allowing campus managers to optimize facility usage, reduce wastage, and improve service quality. IoT implementation also facilitates the maintenance and replacement of faulty equipment by utilizing data generated from sensors. However, the main challenges in IoT implementation are related to technological infrastructure and data security, which require special attention to ensure the system operates effectively and securely. Overall, this study concludes that IoT technology provides a solution to improve campus facility management efficiency and supports the creation of a more modern and responsive educational environment.