Service Quality Indicators Research Articles

User-focused Trip Planner with an Expanded Suite of Features: Riga Case Study

The research aims to develop a sustainable and personalised trip planner concept for Riga city, which will add information covering safety, service quality, and environmental aspects and provide recommendations for building an optimal travel plan based on the ranking results. The set of route attributes, which cover transportation service quality indicators, was identified and includes time, price, accessibility, reliability, comfort, safety, and environmental aspects. One of the user-focused interactions within the trip planning exercise is to introduce the possibility for travellers to choose weights for selected route attributes. Then the different possible route realisation rates using the multi-attribute decision-making methodology. The Technique for Order Preferences by Similarity to an Ideal Solution method was used for this case study.

Designing a Model for Selecting, Ranking and Optimizing Service Quality Indicators Using Meta-heuristic Algorithms

Designing a Model for Selecting, Ranking and Optimizing Service Quality Indicators Using Meta-heuristic Algorithms

Designing a model for selecting, ranking and optimising service quality indicators using meta-heuristic algorithms

Designing a model for selecting, ranking and optimising service quality indicators using meta-heuristic algorithms

Retracted: An Application for Measuring and Analyzing the Level of Performance Accuracy for Health Services Quality Indicators by Using Six-Sigma: A Study Case of Government Hospitals in Khartoum State.

[This retracts the article DOI: 10.1155/2021/8425206.].

User Satisfaction of Distance Learning During the Covid-19 Pandemic: Effect of Information System Quality and Service Quality in Financial Education and Training Agency of Makassar

This study aims to determine the effect of information system quality and service quality of distance learning system on user satisfaction during the Covid-19 pandemic at the Financial Education and Training Agency of Makassar. This study uses a quantitative approach with multiple regression analysis techniques and frequency distribution. The results of the study found that the quality of the information system has a positive and significant effect on user satisfaction and the quality of system services has a positive and significant effect on user satisfaction. The two variables simultaneously have a positive and significant effect on the satisfaction of distance learning system users at the Financial Education and Training Agency of Makassar. In addition, in general the indicators of information system quality, service quality, and user satisfaction of the distance learning system at the Financial Education and Training Agency of Makassar were considered very good by the learning participants. Financial Education and Training Agency of Makassar as the technical implementer of BPPK is expected to be able to maintain the quality of the system and services provided in order to obtain the maximum of user satisfaction. When users are satisfied with the existing system, the achievement of learning outcomes is also expected to increase.

Penerapan SDKI, SLKI, dan SIKI dalam Pendokumentasian Asuhan Keperawatan di Ruangan Interne Pria RSUP Dr. M. Djamil Padang

Nursing services are often used as a benchmark for the image and quality of a hospital in the eyes of the public. One indicator of service quality is nursing documentation. Nursing documentation is a nursing care process for patients that must be carried out by nurses. The results of interviews conducted with nurses in the Men's Internal Room at RSUP Dr. M. Djamil Padang found that nursing documentation through IDHS, SLKI, and SIKI had not run optimally. Therefore, it is necessary to provide education on the application of the SDKI, SLKI, and SIKI in carrying out nursing documentation. The purpose of this activity is that nurses can apply nursing documentation with SDKI, SLKI, SIKI to patients. The implementation of the activity was carried out directly to the nurses with a total of 30 respondents starting with the pretest, giving material, and ending with the post test. The results of the pre test were the level of knowledge of nurses in the Men's Internal Room of Dr. M. Djamil Hospital Padang regarding the application of SDKI, SLKI, and SIKI in nursing documentation before being given education, namely 7 nurses had good knowledge (23%), 10 nurses had sufficient knowledge (33%), 13 nurses have less knowledge (44%). The results of the post test were the level of knowledge of nurses in the Men's Internal Room Dr. M. Djamil Hospital Padang regarding the application of SDKI, SLKI, and SIKI in nursing documentation after being given education, namely 25 nurses had good knowledge (83%), 5 nurses had sufficient knowledge (17%). Based on these results it can be concluded that this educational activity is very useful and can increase nurses' knowledge about documentation and can be applied directly to patients. The suggestion is that nursing managers can control the nursing documentation process so that the quality of nursing services can be optimal.

Key factors for the success of smart ports during the post-pandemic era

In view of the complexity of maritime transport and the lack of a unified indicator system to evaluate smart ports, this study analyzed the basic characteristics and service quality of smart ports in the post-pandemic era using the SERVQUAL service quality scale. This study further developed an expert questionnaire based on 25 evaluation indicators and evaluated the key indicators of smart port service quality and their causal relationships using the analytic hierarchy process (AHP) and decision making and trial evaluation laboratory (DEMATEL). The results of this study showed that the key smart port success factors are: (1) accurate and secure delivery of cargo; (2) accurate electronic document transfer; (3) rapid provision of port berths to shorten the turnover time of ships; (4) convenient and comprehensive logistics and customs procedures; (5) transparent information integration on a single platform; and (6) use of big data to arrange container transport. Causal relationships were found among the indicators, including the fact that "convenient and comprehensive logistics and customs procedures" was influenced by “accurate electronic document transfer," "transparent information integration on a single platform," and "use of big data to arrange container transport." The results of this study can help port operators and government agencies identify key success factors for smart ports. This will enable participants in the supply chain to take early measures to respond to the impact of emergencies in the post-pandemic era, thus improving port operations and customer satisfaction. This research provides a standard model of smart port service quality that can serve as a reference for building a competitive advantage and making sustainable management decisions.

ANALISIS MUTU PELAYANAN DEPARTEMEN HOUSEKEEPING DI TRAVELODGE HOTEL BATAM

Hotel is a form of commercially managed accommodation, where not only facilities and products are provided but also provide the best service to impress guests during their stay at the hotel. This is because hotels are experiencing a very rapid development, so there is a lot of competition in this industry. The quality of service is very important because when the hotel is able to meet the expectations, desires and satisfaction of guests, then they will want to come back to the hotel. This research aims to analyze indicators of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. In this study, the authors used a qualitative approach with descriptive methods in case studies with informants as many as 8 people. Data is obtained from informants using data collectors in the form of interview guidelines, observations and documentation, then analyzed. The results showed that indicators of reliability, responsiveness, assurance and empathy have been said to be good and meet the criteria. While tangible indicators for neatness of the room attendant must be considered and improved again. Of the five indicators of service quality, all must be considered, maintained and improved again so that the number of guests increases and makes guests become loyal to the services provided by Travelodge Batam hotel.

Performance simulation analysis of new train control system safety communication protocol based on Matlab/SimEvents

The vehicle-ground safety communication of the New Train Control System adopts a brand-new underlying network and a communication mechanism of safe and reliable transmission. Based on the GPRS packet switching network, the data link layer adopts the PPP protocol, and the TCP protocol is adopted in the transmission layer to provide reliable transmission services. According to the GPRS network service quality index and the retransmission mechanism of the TCP protocol in the transport layer, this paper adopts the Matlab/SimEvents discrete event simulation method and uses the entity as the communication carrier to conduct a hierarchical and modular system-level modeling of New Train Control System vehicle-ground communication protocol. It simulates the communication process of the message from the application layer, the security layer to the transport layer, and finally transmitted on the GPRS network channel with random delay and packet loss probability. From the quantitative point of view, this paper analyzes the safety connection establishment time and success rate of the new train control system vehicle-ground wireless communication under different channel conditions, the timeliness of the non-periodic message receiving a reply to complete the specific scene function, and the reliability of the periodic message receiving delay. The analysis results show that the new train control system vehicle-ground wireless communication adopts GPRS network and TCP protocol retransmission mechanism to improve the real-time and reliability of communication.

Service Quality in the Performance of Kejapanan Village Employees District

The purpose of this study was to describe and analyze the performance of employees in the administrative services of Kejapanan Village, Gempol District, Pasuruan Regency and to analyze and describe the inhibiting factors and supporting factors of employee performance in Kejapanan village administration services. The research method used is descriptive research with a qualitative approach. The data collection techniques used were interviews, observation and documentation with one key informant including the Kejapanan Village Secretary and four informants including the Head of Service Section, Head of Planning Affairs, one head of Kejapanan Village RT, and one community leader. The data analysis technique in this research is data collection, data reduction, data presentation and conclusion drawing. The results of this study seen from the service quality indicators of the speed of service are quite good and in terms of politeness and friendliness of employees in providing services is quite good. It can be explained that some of these informants can be seen from several service quality indicators that are only partially fulfilled, that the quality of services in Kejapanan Village, Gempol District is quite good and quite maximal.

Service Quality in the Performance of Kejapanan Village Employees District

The purpose of this study was to describe and analyze the performance of employees in the administrative services of Kejapanan Village, Gempol District, Pasuruan Regency and to analyze and describe the inhibiting factors and supporting factors of employee performance in Kejapanan village administration services. The research method used is descriptive research with a qualitative approach. The data collection techniques used were interviews, observation and documentation with one key informant including the Kejapanan Village Secretary and four informants including the Head of Service Section, Head of Planning Affairs, one head of Kejapanan Village RT, and one community leader. The data analysis technique in this research is data collection, data reduction, data presentation and conclusion drawing. The results of this study seen from the service quality indicators of the speed of service are quite good and in terms of politeness and friendliness of employees in providing services is quite good. It can be explained that some of these informants can be seen from several service quality indicators that are only partially fulfilled, that the quality of services in Kejapanan Village, Gempol District is quite good and quite maximal.

The American Society for Gastrointestinal Endoscopy Quality Assurance in Endoscopy Committee's Three Priority Quality Indicators for Screening Colonoscopy Services.

The American Society for Gastrointestinal Endoscopy Quality Assurance in Endoscopy Committee's Three Priority Quality Indicators for Screening Colonoscopy Services.

Pengaruh Fasilitas Wisata dan Kualitas Pelayanan Terhadap Kepuasan Pengunjung Taman Hutan Raya Ir. H. Djuanda Bandung

This research is motivated by problems related to tourist facilities and service quality to the satisfaction of Tahura Visitors Ir. H. Juanda Bandung. So the purpose of this study is to find out whether there is an influence of tourist facilities on visitor satisfaction, service quality on visitor satisfaction, and how much influence tourist facilities and service quality have on visitor satisfaction at Tahura Bandung. The research method used is a quantitative research method with multiple linear regression analysis, while the data collection technique uses observation, questionnaires, as well as literature studies from various literatures both online and in books. The population of this study is the visitors of Tahura with a sample of 100 respondents using probability sampling method with random sampling technique. The results showed that the overall tourist facilities and service quality provided by Tahura Ir. H. Djuanda Bandung has not received a good response from respondents, the influence of tourist facilities and service quality on visitor satisfaction Tahura Ir. H. Juanda Bandung. Calculation results based on the coefficient of determination show that R2 has a very strong relationship between indicators of tourist facilities, service quality and visitor satisfaction, which is 43.1% while 56.9% is influenced by other factors not examined in this study such as destination image, price. and physical evidence. Meanwhile, the results of the simultaneous test show that tourism facilities and service quality simultaneously (simultaneously) affect visitor satisfaction.

Satisfaction with care provided by home-based palliative care service to the cancer patients in Dhaka City of Bangladesh: A cross-sectional study.

Patient satisfaction is an important quality indicator of health care service. The concept of home-based palliative care has been recently introduced in Bangladesh, but the patients' satisfaction with this care remained unexplored. This study aimed to assess the satisfaction of the cancer patients receiving this care. This cross-sectional study was conducted among 51 surviving cancer patients above 18 years of age registered under the home-based care service of the Department of Palliative Medicine, Bangabandhu Sheikh Mujib Medical University, Dhaka, Bangladesh. Data were collected by face-to-face interviews using a structured questionnaire based on the FAMCARE P16 questionnaire from February to March 2019. Descriptive analysis was done for the sociodemographic and satisfaction-related indicators. A correlation matrix was done to see the correlation among the satisfaction indicators. The majority of the patients (88.2%) were satisfied with the service provided by the home care team. Most (76.5%) of the patients were women, and the mean age was 56.25 ± 14.8 years. The median duration of getting home-based care was 4 months. Main satisfaction indicators were-assessment of physical symptoms (70.6%), providing information about pain management (70.6%), the inclusion of the family in decision making (76.5%), coordination of care between the members of the home care team (84.3%) and availability of doctors, nurses and palliative care assistants (74.5%). A high correlation was observed between satisfaction regarding the care of physical symptoms and provision of information (R = 0.814, p < 0.001). Also, satisfaction regarding the provision of information and support provided to the family is highly correlated (R = 0.722, p < 0.001). Despite the limitations, the overall satisfaction level of the patients regarding home-based palliative care services in Bangladesh is very high. Home-based palliative can be a solution to provide palliative care to patients who are unable to access institution-based care and improve their quality of life.

A Multi-Gateway Behaviour Study for Traffic-Oriented LoRaWAN Deployment

The advantages of LoRaWAN over conventional networks (GSM, 4G, 5G) in terms of investment and operating costs have been proven for network coverage in urban and rural areas. However, the theoretical coverage compared to the reality on the ground and the quality of service (QoS) provided remain very relative and depend on several technical factors, subject to increased research. Several recent approaches and hardware specifications recommended adding gateways as a solution to improve the LoRaWAN QoS indicators, mainly for high-traffic situations. However, such a solution will not work in all real-life scenarios since many factors must be considered. This article presents a study of the factors impacting the LoRaWAN QoS in the case of the usage of multiple gateways by exploring different scenarios to show how the payload length impacts the whole network’s packet delivery ratio (PDR) and how it interacts when enhancing the GW number with and without confirmed traffic. Based on the simulation results, increasing the number of gateways can negatively impact the network’s ability to support higher payload packets, especially in a high-traffic scenario. More precisely, we can say that for a low number of GWs, it is more appropriate to use a high payload length since we can achieve a high PDR. Nevertheless, with a high number of GWs, it would be more appropriate to use a low payload length to achieve a good PDR. Similarly, our analyses show that increasing the number of gateways ensures a better PDR but with a significant packet loss at the gateways, which is synonymous with higher energy consumption.

Patient satisfaction with surgical informed consent at Jimma Medical Center, Ethiopia

BackgroundInformed consent is a process in which a healthcare provider obtains permission from an individual prior to surgery. Patient satisfaction with the informed consent process is one of the main indicators of healthcare service quality. This study aimed to assess patient satisfaction with surgical informed consent at Jimma Medical Center, Ethiopia, in 2020.MethodsA facility-based cross-sectional study was conducted from April 1 to June 30, 2020, at Jimma Medical Center. Face-to-face interviews were conducted using structured questionnaires. A systematic sampling technique was used to select the study participants. The collected data were coded, entered into Epi data version 3.1, and analyzed using SPSS version 25. Bivariate and multivariate regression analyses were performed to determine the association between patient satisfaction and socio-demographic and facility-related factors. In multivariate regression, predictors with a P-value of < 0.05 were considered statistically significant.ResultsTotally 372 study participants were interviewed with a response rate of 97.8%. Nearly two-fifths (43%) of patients were satisfied with surgical informed consent. Living in an urban area (AOR: 2.279, 95% CI 1.257–4.131), having current referred history (AOR: 1.856, 95% CI 1.033–3.337), consent form version (AOR: 2.076, 95% CI 1.143–3.773), time spent on the provision of informed consent (AOR: 5.227, 95% CI 2.499–10.936) and having better patient-health providers relationship (AOR: 5.419, 95% CI 3.103–9.464) predictors were positively associated with patient satisfaction.ConclusionPatient satisfaction with the surgical informed consent process was relatively low. Therefore, Health care professionals need to emphasize a way of delivering informed consent, patients' needs and obey a standard informed consent to improve patient satisfaction.

Measuring Service Quality in Scheduled Bus Services

Transit operators are increasingly being asked to provide services more cost efficiently. To do this, operators must find ways to reduce the costs of delivering a given level of service (in contrast to simply reducing cost at the expense of lower service levels). There is growing concern in many countries that operators are not focusing enough attention on identifying whether passengers are satisfied with existing service levels and what might be done to increase or at least preserve current service quality.This article develops a stated preference model of service quality choice that provides the set of indicators required to represent a user-based measure of service quality. The service quality index (SQI) provides an operationally appealing measure of service effectiveness to assist regulators in administering and monitoring a performance assessment regime and operators in improving customer service. SQI has been readily accepted by many bus operators in New South Wales (Australia) as the preferred way of establishing and monitoring the effectiveness of service levels, in contrast to traditional stand-alone satisfaction scores based on independent assessment of each attribute in isolation from the entire service package that passengers actually experience.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA JENEBERANG IKKBORONGLOE DI KABUPATEN GOWA

This study aims to determine the effect of service quality partially and simultaneously on customer satisfaction. The type of research used is descriptive quantitative with 100 respondents for sampel. The population in this study are active customers of PDAM Tirta Jeneberang IKK Borongloe in Gowa Regency. Data collection techniques using observation techniques, questionnaires and literature study. The data analysis technique used multiple linear regression test. The results showed that based on the partial test of direct evidence, reliability, responsiveness, assurance and empathy variables has a significant effect on customer satisfaction. On the simultaneous testing of each service quality indicator (direct evidence, reliability, responsiveness, assurance and empathy) has a significant effect on customer satisfaction.

PEMODELAN DAN SIMULASI ANTRIAN UNTUK MEMPERBAIKI WAKTU TUNGGU POLIKLINIK VITREORETINA RS MATA “DR.YAP” YOGYAKARTA

Background: Queuing problems often occur in the health care industry, such as hospitals. The problem has arisen because many requests access the services, but it is in imbalance with the adequacy of providers. Increased outpatient visits at the vitreoretinal polyclinic at the “Dr. YAP” causes long queues and long waiting times. Meanwhile, waiting time is an essential indicator of service quality in hospitals and affects patient satisfaction. Queueing model and simulation can be one method to identify queuing process problems and find the most optimal queuing scenario.&#x0D; Objectives: Identify the queuing system model at the vitreoretinal polyclinic service at the “Dr. YAP”, analyze the vitreoretinal polyclinic queuing system’s performance measures, and identify the optimal queuing scenario through simulation to improve the total waiting time.&#x0D; Methods: This research was conducted in two stages. The first stage is a quantitative descriptive analysis where the queue performance parameters are calculated. Data collection techniques used in this&#x0D; research are observation to obtain primary data (patient arrival time, service time, and waiting time on each server) and interviews to get supporting data. The second stage is the study of model construction. At this stage, the simulation model is designed to predict changes in patient waiting time for several scenarios using Ms. Excel and JaamSim software.&#x0D; Results: The queuing system model in the vitreoretinal polyclinic is Multi-Channel Multi-Phase, consisting of 3 queue phases with more than 1 server. A total of 338 patients were served, and the patients’ largest distribution for total waiting time was patients who waited for &gt; 2 hours (41.12%) and between 1-2 hours (37.57%). The longest waiting time is for a doctor’s check-up length of 1 hour and 47 minutes. Several queuing scenarios were made from several identified problems. The first scenario, simulating the doctor’s arrival on time, reduces 25% of the total waiting time to 1 hour and 20 minutes. In the second scenario, separating the laser procedure schedule reduces 4% of the waiting time to 1 hour and 43 minutes. By combining scenarios 1 and 2, the third scenario reduced the total waiting time by 29% to 1 hour and 16 minutes. The fourth scenario is carried out&#x0D; through modeling on the JaamSim software by adding one doctor and one nurse, and the result is that there is a decrease in waiting time and the number of patients waiting in queues.&#x0D; Conclusions: Hospitals can take several ways to improve the waiting time. The first is to improve the punctuality of doctor’s practice time. This effort can be made by evaluating the starting hours of a doctor’s&#x0D; practice following the doctor’s feasibility and using an information system that can send automatic messages to the patients regarding the doctor’s practice start time and the patient’s arrival time. The second is the separation of the queue for laser procedures from the polyclinic queue. Laser procedures for reserved patients can be scheduled before the start of practice, after the practice, or on another day. Third, the addition of a Retinal Subspecialist Doctor and nurses at certain hours when there is no retinal schedule. The doctor is a preferably permanent doctor who has first practice license at the “Dr. YAP” Eye Hospital.

Research on the Priority of Service Quality Index for Online English Teaching during the COVID-19 Pandemic: Dual Perspective

Online English education has become a very common way of educating and learning during the coronavirus pandemic. However, the weight analysis index for the service quality survey of the online English education industry remains a research gap during this period. Thus, this research implemented the analytic network process (ANP) to analyse the index, weight and ranking of online English teaching based on the service quality (SERVQUAL) questionnaire and compare the differences between the dual perspectives of service providers and consumers. Interestingly, this research found that the dimension of responsiveness was considered the most important by service providers. However, consumers deemed the dimension of assurance to be the most significant. Meanwhile, this study discovered that consumers paid more attention to reassurance and safety when they faced problems and transaction procedures during the coronavirus pandemic. In addition, this research found that dimensions utilised to evaluate the quality of online education service are similar whether in the COVID-19 epidemic or prior to the coronavirus pandemic. Thus, it has a certain reference value for evaluating the service quality of online English teaching through the use of dimensions and index weights in the SERVQUAL scale during the coronavirus pandemic. Finally, the findings of this research revealed weights of dimensions and indicators, thereby providing suggestions for maintaining good service quality within online English teaching during the COVID-19 pandemic.