Improve Service Quality Research Articles

CORRELATION STUDY BETWEEN SERVICE QUALITY AND CUSTOMER LOYALTY IN HOTELS OMACASA IN BENGKULU CITY

This research aims to analyze the correlation between service quality and customer loyalty at the Oma Casa Hotel, Bengkulu City. Service quality is measured based on five main dimensions, namely reliability, responsiveness, guarantee, empathy, and physical evidence, while customer loyalty is analyzed through the variables of customer satisfaction, frequency of repeat visits, and the tendency to recommend the hotel to others. This research uses a survey method by collecting data through questionnaires distributed to 100 customers staying at the Oma Casa Hotel. The analysis technique used is Pearson correlation to test the strength and direction of the relationship between service quality and customer loyalty. The research results show that there is a significant positive relationship between service quality and customer loyalty at the Oma Casa Hotel, which indicates that improving service quality can have a direct effect on increasing customer loyalty. These findings provide implications for hotel management to focus more on improving service quality to strengthen relationships with customers and increase repeat visit rate

The Influence of Marketing Strategy, Service Quality, Trust, and Relationship Marketing on Residential Property Satisfaction SDG in Samarinda City

Objective: This study focuses on the business relationship between SMEs providing building materials and residential property developers, by assessing the Business to Business (B2B) model. B2B involves transactions that occur either electronically or directly between two business entities, rather than between the business and the end consumer. Theoretical Framework: This study examines variables such as marketing strategy, service quality, and trust from a B2B perspective, especially in the context of the interaction between SMEs providing building materials and residential property developers. Method: A quantitative approach was used in this study, which involved testing the theory through variable measurements with numbers and data analysis using the Partial Least Square statistical procedure. The study population consisted of 608 residential property developers, with sampling conducted through the distribution of questionnaires. Results and Discussion: The results of the study show that variables such as marketing strategy, service quality, trust, and Relationship Marketing have a positive and significant impact on residential property satisfaction in Samarinda City. Research Implications: The advice given is for SMEs to improve their Customer Relationship Management (CRM) system, improve service quality, trust, and Relationship Marketing to increase customer satisfaction and loyalty. Originality/Value: The originality of the theoretical model in this research contributes to the development of RBV theory, as well as the implementation of dynamic resource capabilities in SME.

Prediction of outpatient rehabilitation patient preferences and optimization of graded diagnosis and treatment based on XGBoost machine learning algorithm

BackgroundThe Department of Rehabilitation Medicine is key to improving patients’ quality of life. Driven by chronic diseases and an aging population, there is a need to enhance the efficiency and resource allocation of outpatient facilities. This study aims to analyze the treatment preferences of outpatient rehabilitation patients by using data and a grading tool to establish predictive models. The goal is to improve patient visit efficiency and optimize resource allocation through these predictive models.MethodsData were collected from 38 Chinese institutions, including 4,244 patients visiting outpatient rehabilitation clinics. Data processing was conducted using Python software. The pandas library was used for data cleaning and preprocessing, involving 68 categorical and 12 continuous variables. The steps included handling missing values, data normalization, and encoding conversion. The data were divided into 80% training and 20% test sets using the Scikit-learn library to ensure model independence and prevent overfitting. Performance comparisons among XGBoost, random forest, and logistic regression were conducted using metrics, including accuracy and receiver operating characteristic (ROC) curves. The imbalanced learning library’s SMOTE technique was used to address the sample imbalance during model training. The model was optimized using a confusion matrix and feature importance analysis, and partial dependence plots (PDP) were used to analyze the key influencing factors.ResultsXGBoost achieved the highest overall accuracy of 80.21% with high precision and recall in Category 1. random forest showed a similar overall accuracy. Logistic Regression had a significantly lower accuracy, indicating difficulties with nonlinear data. The key influencing factors identified include distance to medical institutions, arrival time, length of hospital stay, and specific diseases, such as cardiovascular, pulmonary, oncological, and orthopedic conditions. The tiered diagnosis and treatment tool effectively helped doctors assess patients’ conditions and recommend suitable medical institutions based on rehabilitation grading.ConclusionThis study confirmed that ensemble learning methods, particularly XGBoost, outperform single models in classification tasks involving complex datasets. Addressing class imbalance and enhancing feature engineering can further improve model performance. Understanding patient preferences and the factors influencing medical institution selection can guide healthcare policies to optimize resource allocation, improve service quality, and enhance patient satisfaction. Tiered diagnosis and treatment tools play a crucial role in helping doctors evaluate patient conditions and make informed recommendations for appropriate medical care.

A Review Study on the Construction of Medical Institution Service Quality Performance Evaluation System under the Background of Internet Plus

With the advent of the "Internet Plus" era, the medical service industry is undergoing a significant transformation. This paper systematically reviews and analyzes the construction process of the medical institution service quality performance evaluation system, aiming to provide theoretical support and practical guidance for the improvement of service quality in internet hospitals. The article first introduces the challenges and opportunities faced by the medical service industry under the "Internet Plus" background, then discusses the definition, dimensions, and theoretical framework of medical service quality evaluation. Through a comparative analysis of the service quality evaluation systems of Chinese and American medical institutions, the similarities and differences in the construction of medical service evaluation systems between the two countries are revealed. Finally, based on the "Internet Plus" background, the paper proposes principles, objectives, indicator system design, and implementation and feedback mechanisms for constructing a service quality performance evaluation system. The research results indicate that constructing a comprehensive and objective service quality evaluation system is of great significance for optimizing resource allocation, innovating service models, improving service efficiency, and reducing service costs, which helps to promote the implementation of the Healthy China strategy.

Guangdong Rural Mutual Support Elderly Care: Existing Problems, Countermeasures, and Suggestions

This paper focuses on the problems and causes of the rural mutual support elderly care model in Guangdong Province, and proposes a series of solutions. Strategies such as strengthening promotion and introducing social capital are employed. Through multi-channel promotion, the public’s awareness and acceptance of mutual support elderly care are enhanced; meanwhile, actively introducing social capital, innovating in financing models, optimizing resource allocation, and improving service quality attract more elderly people to participate. Additionally, it emphasizes establishing a sense of mutual support, sharing successful experiences, expanding the volunteer team, and constructing a mutual support network. Through this series of measures, it aims to promote the sustainable development of the rural mutual support elderly care model, providing rural elderly people with warmer, more comfortable, and higher-quality pension services, and achieving the social goal of “providing for the aged and entertaining the aged”.

Study on the construction of multi-level protection system for non-emergency transfer under the perspective of structuring

IntroductionThe non-emergency transfer multi-level protection system is a pivotal livelihood endeavor in China, serving as a vital diversified component within the robust framework of a Chinese-style modern social security system. This system faces various challenges, including displacement of emergency capacity by non-emergency demands, uneven allocation of transfer resources, service quality variations, inadequate management structures, limited regulatory frameworks, and social acceptance issues.MethodsLeveraging structural theory, this study analyzes the primary issues in the current implementation of China’s non-emergency transfer security system. A structured approach is employed to investigate these challenges and propose solutions.ResultsThe study identifies key areas for improvement in the non-emergency transfer security system. It highlights the need for an enhanced internal resource allocation mechanism to boost service efficiency, skilled workforce development to improve service quality, optimized management systems and coordination mechanisms to strengthen patient confidence in recovery, and strengthened comprehensive information technology management for market oversight.DiscussionThe proposed structured approach aims to foster sustainable development of the non-emergency transfer security system within a positive feedback loop. The recommendations aim to address the identified challenges and enhance the overall effectiveness of the system. By improving resource allocation, workforce skills, management systems, and information technology, the study suggests fostering deeper emotional engagement and connections, ultimately contributing to the system’s long-term success.

Implementation of RedCap data systems in Kenyan psychiatric rehabilitation: a community case study

Data collection systems are vital in implementation of interventions within patient care as they allow us to better understand and improve the care given. This is equally true in the field of psychiatric rehabilitation, which has been steadily growing in the medical world for the past 20 years. It has recently been a focus of psychiatric medicine in Kenya with the Kenya Mental Health Action Plan 2021-2025 calling for improvement of care in the field. With psychiatric rehabilitation growing in low- and middle-income countries in recent years studies have come out showing the effects of newly employed programs and stressing the need for data collection practices that can be used to encourage best practices in local communities. This paper describes the implementation of data systems for the Moi Teaching and Referral Hospital Nawiri Skills and Recovery Centre (Nawiri) in Eldoret, Kenya. The goals of the data systems were 1) To collect and organize information for continuous quality improvement of services at Nawiri, 2) To collect information for reporting to MTRH leadership, Ministry of Health as well as private funders, 3) To provide data to assess outcomes of people who receive services at Nawiri to create evidence for effective interventions to help create policy to make psychiatric rehabilitation more available to people living with Severe mental illness in Kenya. Lessons learned from data systems implementation included insights into ease of data collection, adaptability of data instruments to fit facility needs, and ability to reproduce RedCap data collection in other settings.

Analysis of Digitalisation, MIS, Service Quality, Operational Efficiency on HR Performance at Bunda Sarini Clinic

This study investigates the influence of Digitalization, Management Information Systems (MIS), Service Quality, and Operational Efficiency on HR Performance at Bunda Sarini Primary Clinic in Banyuwangi. Using a quantitative research design, the study collected data through structured surveys and analyzed it using multiple regression analysis. The results indicate a strong correlation (R = 0.805) between the independent variables and HR Performance, with 64.8% of the variance (R² = 0.648) explained by these factors. The F-test (F = 15.872, Sig. = 0.000) confirms that these variables collectively exert a statistically significant impact on HR Performance. Among them, Service Quality (β = 0.389, t = 4.321, Sig. = 0.000) demonstrates the most substantial effect. The study underscores the necessity of improving service quality, advancing digitalization, and strengthening operational efficiency to enhance workforce productivity. Future research should incorporate employee engagement, leadership styles, and workplace culture to gain a more comprehensive perspective on HR Performance.

Leveraging Digital Twin Technology to Gain E-Service Quality for EdTech in India

This study explores the influence of key factors on E-Service Quality in educational systems, with a focus on Digital Twin Technology. Using regression analysis, it identifies that Staff Training, Financial Investment in Technology, and Stakeholder Involvement significantly enhance E-Service Quality. However, the Degree of Digital Twin Adoption and Digital Twin Features show no significant impact. These results highlight that the mere adoption of Digital Twin Technology or its features is insufficient for improving service quality. Instead, the effective implementation and integration of the technology are crucial. The study suggests that educational institutions should prioritize staff training, increase investments in technology, and engage stakeholders in decision-making. By addressing these areas, organizations can enhance their e-service offerings, leading to better service delivery, higher patron satisfaction, and improved overall performance. The findings emphasize the importance of a comprehensive and practical approach to leveraging Digital Twin Technology in education systems.

Implementation of Core Values "BerAKHLAK" In Improving Professionalism and Performance of State Civil Apparatus

The State Civil Apparatus (ASN) in Indonesia is undergoing a transformative shift with the implementation of the BerAKHLAK core values—Berkualitas (Quality), Akuntabel (Accountability), Harmonis (Harmonious), Loyal, Adaptif (Adaptive), and Kolaboratif (Collaborative). Launched in 2021, BerAKHLAK aims to enhance professionalism, accountability, and service quality in public administration. However, research on its localized implementation in complex administrative settings like East Java remains limited. This study evaluates the implementation and impact of BerAKHLAK on the professionalism and performance of ASN in East Java, with a focus on internalization processes, challenges, and outcomes. The research employed a qualitative case study approach, gathering data from 30 diverse participants, including ASN personnel, supervisors, and service recipients. Data collection methods included semi-structured interviews, focus group discussions, and document reviews. Thematic analysis was conducted within the framework of organizational culture theory and performance management models. The study identified structured implementation strategies such as monthly workshops, mentoring programs, and performance dashboards. Leadership played a critical role in fostering a values-driven culture. Key challenges included resistance from older employees, inconsistent leadership commitment, and limited digital infrastructure. Despite these barriers, BerAKHLAK significantly improved service quality, interdepartmental collaboration, and public satisfaction. The findings highlight the transformative potential of BerAKHLAK in fostering ethical governance and professionalism. However, strategic leadership, adaptive training, and technological investment are necessary to address challenges and sustain its impact.

Management Information System of Ummi Primary Clinic in Improving Service and Loyalty using WEB-based Customer Relationship Management

The rapid development of science and technology plays a very important role in life, both in the fields of education, industry, business, tourism, entertainment and so on. To improve service quality, an effective information system is needed. This system serves to switch from manual methods to computerized systems. With the information system, the accuracy of the data stored can be guaranteed, thus reducing the possibility of errors when inputting data. Ummi Primary Clinic is one of the level I health facility clinics in Medan in providing health services to the community. To find out customer needs, customer relationship management (CRM) is needed to manage interactions with customers, and can improve service quality and loyalty to customers. The purpose of this research is to build a Management Information System for Ummi Pratama Clinic in Improving Services and Loyalty Using Web-Based Customer Relationship Management (CRM) to facilitate clinic owners and patients in order to improve the quality of services at Ummi Pratama Clinic. In this study, researchers adopted a descriptive qualitative approach method, the Waterfall Method was applied to structured research in building a software. Based on the results of the research, it can be concluded that this system is a web designed according to the needs of Ummi Pratama Clinic which is useful for managing clinic relationships with customers. The information generated by CRM is beneficial for the clinic and customers, because criticism, suggestions, needs and desires of customers can be well facilitated and become a motivation for the clinic to improve services for satisfaction.

The effect of service quality and customer satisfaction on the flip app customer loyalty in Indonesia

The increase in digital banking transactions in Indonesia has spawned various innovations in the field of financial technology, one of which is the digital payment application Flip.id. Despite offering free bank transfer services, Flip.id faces challenges in maintaining customer loyalty due to the large number of negative reviews. Relevant to the increasingly fierce competition with similar applications, Flip.id needs to differentiate itself by focusing on service quality and customer satisfaction. This study aims to analyze the extent to which service quality and customer satisfaction affect Flip.id user loyalty. This research uses a quantitative approach with a causal-comparative design. The research population is all Flip.id users in Indonesia, totaling 12,000,000 people. A sample of 400 respondents was selected by simple randomization. Data analysis was carried out using multiple linear regression with the help of SPSS version 26 software, as well as descriptive analysis to provide an overview of the data. The results showed that both service quality and customer satisfaction partially and simultaneously had a significant effect on Flip.id customer loyalty. The combined contribution of the two variables to customer loyalty reached 69.9%. This finding indicates that improving service quality and customer satisfaction is an effective strategy to increase Flip.id user loyalty. Thus, companies need to focus on efforts to improve service quality and ensure customer satisfaction to maintain market share and face increasingly fierce competition in the fintech industry.

THE RELATIONSHIP BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN THE PRIMARY CLINIC OF THE DIRECTORATE GENERAL OF REGIONAL DEVELOPMENT, MINISTRY OF HOME AFFAIRS

Background: Service activities at healthcare facilities are closely linked to service quality, facilities, and patient satisfaction. Consumer satisfaction is the feeling of pleasure or disappointment that arises after comparing their perception or impression of a product's performance or outcome with their expectations. Patient satisfaction is related to the service quality of healthcare facilities. By knowing the level of patient satisfaction, management can improve service quality. Objective: To determine the relationship between healthcare service quality and patient satisfaction at the Primary Clinic of the Directorate General of Regional Development, Ministry of Home Affairs. Methods: This research is a quantitative analytical study with a cross-sectional design. The sample formula used in this study is the Slovin formula, with a total of 94 respondents selected using accidental sampling technique. Bivariate data analysis was performed using the chi-square test. Results: The univariate results showed good service quality at 95.7% and poor quality at 4.3%, while patient satisfaction was 94.7% satisfied, 3.2% fairly satisfied, and 2.1% dissatisfied. Bivariate analysis found a significant influence between service quality and patient satisfaction at the Primary Clinic of the Directorate General of Regional Development, Ministry of Home Affairs, with a P-value of 0.001. Conclusion: Good service quality will increase the level of patient satisfaction as service recipients.

Optimizing Tour Guide Services for Visitor Satisfaction at the Jakarta National Monument

The Jakarta National Monument is an important tourist destination that requires quality tour guide services to increase visitor satisfaction. This research aims to analyze the influence of the quality of tour guide services on visitor satisfaction at the National Monument. The research method used is quantitative with a multiple regression approach. The research sample consisted of 150 respondents selected randomly. Data was collected through a questionnaire that measured five dimensions of tour guide services: reliability, responsiveness, assurance, empathy and concrete evidence, and visitor satisfaction. The regression analysis results show that all service dimensions significantly affect visitor satisfaction, with the most significant contribution coming from the dimensions of guarantee and reliability. Improving service quality in every dimension can improve visitors' tourism experience, which impacts their satisfaction. In conclusion, the quality of tour guide services greatly influences visitor satisfaction at the National Monument. Therefore, National Monument managers are advised to strengthen tour guide training and improve service quality in more prominent aspects, such as guide knowledge and responsiveness to visitor needs. This research contributes to developing better service strategies for historical tourism destinations in Indonesia.

Sistem Informasi Penjualan Roti di Toko Mitha Bakery Palu Menggunakan Framework Laravel

Mitha Bakery is a Bakery that offers various types of bread, including white bread and brown bread, with undoubted quality. Established in early 2020 in Palu, Central Sulawesi, this shop has experienced a significant increase in sales, from 80 loaves per day in 2022 to more than 300 loaves per day in 2023. To improve service quality, Mitha Bakery designed a sales system web-based using the Laravel Framework and MySQL as the data base. This system is designed to make it easier for customers to obtain information about products and place orders without having to come directly to the shop. This research aims to design and implement an effective and efficient sales system, as well as providing practical benefits for stores and academic contributions through real applications of programming knowledge. With this system, obstacles related to distance, time and limited facilities can be overcome, so that customers can make purchases more comfortably and quickly.

An Exploratory Study on the Artificial Intelligence Practices on the Human Capital Development within Tourism Village Business Sustainability in Indonesia

This exploratory study investigates the role of artificial intelligence (AI) practices in enhancing human capital development and promoting business sustainability within tourism villages in Indonesia. As tourism villages become increasingly significant to Indonesia’s rural economy, the need to foster sustainable business models that can maintain cultural heritage while promoting economic growth has gained attention. AI technologies, including machine learning, data analytics, and automation, present opportunities for improving human capital development by enhancing skill-building, training, and decision-making processes. This study examines how AI tools are being integrated into training programs, recruitment processes, and daily operations of tourism village businesses to support workforce growth, improve service quality, and ensure long-term sustainability. Through qualitative data collected from tourism village stakeholders in Bali and Java, the research explores AI’s impact on local workforce capabilities, productivity, and innovation in tourism-related services. The study finds that AI practices are helping to bridge skill gaps, enhance workforce efficiency, and optimize resource management. However, challenges such as limited access to technology, digital literacy, and the need for infrastructure development hinder broader AI implementation. The paper concludes by proposing recommendations for leveraging AI practices to further strengthen human capital and business sustainability in tourism villages, thus contributing to the sector’s competitive edge in the global market.

Enhancing Quality of Teacher Services through Strengthening Knowledge Management, Interpersonal Communication, Organizational Support and Job Satisfaction

Customer perceptions regarding the comparison between fulfilling needs and desires and the accuracy of delivery to balance customer expectations which are closely related to the quality of products, services and human resources are called Service Quality. Teachers are the main aspect and key determinant of successful learning, policy implementation and creative, innovative efforts, as well as the democratization of education. Teachers are the main players and spearheads in the world of education. Therefore, the existence of programs that concretely always support, accompany and help to continue to develop the personal and professional qualities of teachers is a guarantee for brilliant education. Based on preliminary research, it is known that the permanent foundation teachers (GTY) of PGRI Vocational High Schools (SMK) in Bogor Regency have relatively suboptimal service quality. Therefore, research is needed to obtain information on variables related to improving service quality. The aim of this research is to make efforts to improve the quality of service for vocational school teachers by conducting research on the influence of the variables knowledge management, interpersonal communication, organizational support and job satisfaction. This research 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 an effort to improve the quality of vocational school teacher services.

The Development of Medical Skills Through Human Resources Management in Griya Sehat Shareeah, Depok City

In the era of globalization, traditional therapy clinics are required to ensure high personnel performance in providing services to the community, especially patients as the object of service. The low level of knowledge of health workers regarding health credential management affects the performance and quality of services in clinics. The aim of the health workers credential training activity is to improve the quality of health services at Griya Sehat Shareeah, Depok City. The community service activity was attended by 13 health workers from Griya Sehat Shareeah. Training is carried out with several practice sessions and an ongoing training program that focuses on technical and moral support efforts. The results of training show that there are differences in the level of knowledge after being given training to health workers. Thus, credential management training using lectures and practice methods can increase health workers knowledge about credential management and strengthen knowledge of the competence and authority of health workers at Griya Sehat Shareeah in providing health services so as to improve service quality. In the end, Griya Sehat Shareeah became an exemplary model that was able to combine traditional medicine with modern medicine in society.

PENGARUH KUALITAS PELAYANAN DAN PERSEPSI NILAI TERHADAP KEPUASAN KONSUMEN DALAM PEMBELIAN PRODUK BAHAN BANGUNAN PADA UD. TARU GUMANA

Business competition has a significant impact on the industry, especially the fulfillment of consumer satisfaction perception which is the main problem, the weakness of the building store industry in meeting consumer satisfaction occurs in UD. Taru Gumana is caused by the low quality of service and the perception of value obtained by consumers. The purpose of this study is to determine the partial and simultaneous influence of service quality and value perception on consumer satisfaction in purchasing building material products at UD. Taru Gumana. This study is a quantitative study involving a sample of 96 respondents using the non-probalility sampling method. The data analysis technique used in this study uses hypothesis testing. The data collection technique uses questionnaire distribution. The results of the study stated that service quality and value perception had a positive and significant effect on consumer satisfaction and service quality and value perception together had a significant effect on consumer satisfaction. Furthermore, the implications of this research can build a way to increase consumer satisfaction, one of which is by paying attention to strengthening value perception so that the expectations desired by consumers can be realized and also inseparable from improving service quality.

Quality of Service in the Digital Era: Challenges and Opportunities

This article discusses the quality of service in the context of the digital era, identifying the challenges and opportunities faced by the organization. With the advancement of technology, the interaction between service providers and customers is becoming easier, but it also brings new challenges such as data security and ever-increasing expectations. This study examines various strategies that can be applied to improve service quality, including the use of artificial intelligence and data analytics to understand customer needs. Additionally, this article emphasizes the importance of employee training in dealing with these changes, as well as innovative approaches to creating a better customer experience. The results show that despite the challenges, the digital era also offers significant opportunities for companies to improve service and build stronger relationships with customers.