Perceptions Of Service Users Research Articles

OPTIMIZING BSI MOBILE BANKING SERVICE THROUGH A THREE-DIMENSIONAL ANALYSIS : SOCIAL MEDIA, EXTERNAL AND INTERNAL

The rise of mobile banking in Indonesia underscores the strategic role of platforms like BSI Mobile in meeting customer expectations. This study examines user perceptions of BSI Mobile services using big data from X (formerly Twitter) as a real-time source of public opinion. Sentiment data from X was analyzed using the CRISP-DM framework, employing the Naive Bayes method for category and sentiment classification, which was then mapped onto the Importance-Performance Matrix (IPM). External analysis, using PESTEL, Porter's Five Forces, and competitor analysis, highlighting general, industry and competitor challenges. Internally, resource evaluations conducted through value chain analysis and the VRIO framework revealed that transitioning from BSI Mobile to the BYOND platform is a strategic step to strengthen technical and operational capabilities. The findings indicate an urgent need to enhance the app’s features and functionalities, followed by improvements in speed, reliability, security, and UI/UX. The study underscores the importance of strengthening both offline and online marketing strategies to promote BYOND’s features and functionalities, leveraging its Unique Selling Proposition (USP) as a sustained competitive advantage to drive digital adoption among both existing and new customers. Big data analytics helps identify improvements and track service performance.

Incorporating the principles of Spiritually Competent Practice in mental healthcare: A qualitative exploration with service users

ABSTRACT Though service users may view them as an important aspect of care, spiritual issues are often neglected by mental health professionals. This study explored the experiences and perceptions of mental health service users in the United Kingdom around the integration of spirituality in their care. Two new concepts which support the implementation of spirituality into clinical practice; ‘Spiritually Competent Practice’ and ‘Availability and Vulnerability’, were also examined. Qualitative data were obtained via a web-based survey (n = 170) and semi-structured interviews (n = 6) carried out during 2021. The data were analysed thematically and organised into four overarching themes: Spirituality and mental health care, Perceptions of spirituality, Spiritually Competent Practice and Availability and Vulnerability. Findings in this study showed that service users valued the integration of spirituality into mental healthcare and saw the recognition of individuals’ spiritual needs as important, but reported this was lacking in their experience. Participants provided rich and nuanced reflections on the concepts of ‘Spiritually Competent Practice’ and ‘Availability and Vulnerability’ as a means to address this gap. Findings pointed to the need for adequate training to ensure the implementation of these concepts into practice is both evidence-informed and resonant with the service user.

Validating the Quality Maternal and Newborn Care Framework Index: A Global Tool for Quality-of-Care Evaluations.

Quality maternity care is known to improve a range of maternal and neonatal outcomes. The Lancet Series on Midwifery's Quality Maternal and Newborn Care (QMNC) Framework is a high-level synthesis of the global evidence on quality maternity care. Initial qualitative work demonstrated the Framework's adaptability in evaluating service user and provider perceptions of the quality of maternity care. However, evaluating services at scale requires a survey instrument. This paper reports the validation of the QMNC Framework index (QMNCFi), a five-part survey for the evaluation of maternity care across diverse settings. International online English language survey of women who had given birth in the previous year in Australia, Ghana, India and the United Kingdom (UK). It was distributed through service user networks (UK and Australia) and at postnatal clinics (Ghana and India). All forms were completed online. Test-retest was conducted to assess reliability. Five hundred and forty mothers completed the survey (Australia 136; Ghana 131; India 153; UK 120). Construct validity: Cronbach's α in 12 of the survey's 13 sections ranged from 0.795 to 0.986; for the remaining section the alpha was 0.594. Reliability: 55 participants completed the QMNCFi a second time. Intraclass correlation coefficient results ranged from 0.657 to 0.939 across the 13 sections. Field researchers in Ghana and India reported that the survey was easily understood and completed. This survey has shown that, across diverse contexts, the QMNCFi is a valid, reliable, and comprehensive tool for measuring service user perceptions of the quality of care over time.

“Pathfinder Filled The Gap And Linked In With The Necessary Services” Service User Perceptions Of The Pathfinder Service

Abstract Background Pathfinder is a service designed to keep older adults who phone 999 at home by utilising alternative care pathways, when it is safe to do so. Pathfinder responds to adults aged 65 and older who present with low acuity complaints. The service is delivered by Occupational Therapists, Physiotherapists and Advanced Paramedics and is embedded between acute and community care. The aim of this study is to capture how the service user found their interaction with this novel service. Methods As part of routine service evaluation, semi-structured brief telephone interviews with closed and open-ended questions were completed with a number of service users (the patient or their primary care giver). Interviews were completed at least one week after their discharge from the service, by a member of the team who had not been involved in their care. Interviews were then analysed using Microsoft Excel® for closed ended questions and thematic analysis for open ended questions. Results One hundred service users were contacted, of which 76 completed the brief telephone interviews. 99% of respondents felt Pathfinder treated them with respect and dignity, 100% felt Pathfinder communicated clearly and 97% rated the service as excellent. Five key themes were identified from open-ended questions (1) the prompt arrival of care, (2) the thorough examination and reassurance provided, (3) the benefit of follow-up after the initial 999 call, (4) the domino effect of onward referrals and (5) the holistic approach to care given. Conclusion There was universal positive feedback for the Pathfinder service reported by both older adults who engaged with the service and their primary care givers. Key elements of the service delivery were complimented including the assessment, the follow up service provided and the onward referral to acute and community services.

1148: Service User Perceptions Concerning the Role of Artificial Intelligence in Radiotherapy

1148: Service User Perceptions Concerning the Role of Artificial Intelligence in Radiotherapy

User perceptions of ICT-based library services in the universities of Bangladesh

PurposeThe main purpose of this study is to explore the existing information and communication technologies (ICTs) scenario in public and private university libraries in Bangladesh. The aim of the study was to determine the use and extent of ICT implementation for collection development practices of the said institutions.Design/methodology/approachThe study is based on a structured questionnaire for university library users. Students' opinions have been encapsulated, and the data findings were analyzed and presented in light of the responses.FindingsFor students who responded to the questionnaire, their ICT-based knowledge usage experience is not up to the mark. In general, it was found that students had limited knowledge about ICT-based resources and services. Besides this, the study also showed how to improve the entire condition and services of these libraries by adopting modern technology. This investigation reveals the situation they encountered in applying information technology and puts forward necessary recommendations that may help improve their services in the information storing and dissemination process.Originality/valueThis study focuses on the user perceptions of ICT-based library services in university libraries in Bangladesh. It will prompt further research on user perceptions of ICT-based library services in academic libraries globally.

Understanding ageism towards older nursing staff and service users: A systematic mapping review from the perspective of clinical leaders and healthcare managers

IntroductionAgeist attitudes negatively affect the quality of care for service users and the working conditions of older nursing staff. Clinical leaders’ perceptions of older service users and nursing staff are unknown. AimTo map research evidence on ageist attitudes in healthcare towards service users and older nursing staff, from the leadership perspective. Material and MethodsA systematic mapping review with database searches in March 2021 and May 2023). Nineteen articles (qualitative n = 13, quantitative n = 3, mixed methods n = 3) were analysed and mapped to the Nurse Executive Capability Framework. ResultsFuture planning, team building, and self-awareness are leadership categories requiring consideration. Guidelines and policies addressing the holistic needs of older service users and older nursing staff are lacking. ConclusionsOrganizational planning, team building, and self-awareness are crucial for the holistic care of older service users and for creating attractive workplaces for older nursing staff.

Games as Cognitive Recreation: User Perspectives on Brain-Training Apps

This article investigates the role of games in cognitive training through multimethod deductions from user references to the phenomenon, a consideration absent in the current literature. The results of qualitative thematic and quantitative textual analyses on a corpus of commercial brain-training apps’ reviews (N = 30,000) paint a complicated picture of user perceptions of brain-training services, where recreation from gaming takes precedence over concerns of cognitive gains. While users remain uncertain about benefits in cognitive functions, positive perceptions suggest the affective utility of playing brain-training games and the self-regulatory benefits of using the apps. These findings suggest a link between brain-training and psychological variables associated with complex entertainment experiences from playing digital games. The critical role of entertainment from gameplay and associated psychological dimensions are discussed as they relate to our findings and emerging perspectives on the role of gaming in cognitive and affective functions.

Implementation of Right to Service: A Study of SAS (Sahibzada Ajit Singh) Nagar District, Punjab

This article is based on an empirical study and deals with the service users of Sewa Kendras and Saanjh Kendras in the SAS Nagar district of the Punjab state. The article relates to the viewpoints of the service users of Sewa and Saanjh Kendras to assess the perceptions of service users regarding the implementation of the Punjab Right to Service Act, 2011, in the SAS Nagar district. By perception, it tries to figure out the awareness and satisfaction levels of service users regarding the delivery of services at these Kendras working under the Punjab Right to Service Act, 2011. In order to form an estimate of the perception of the service users, an interview schedule was administered to a randomly selected sample of 300 citizens, who were receiving services at Sewa and Saanjh Kendras of all the Tehsils of the SAS Nagar district.

Mapping barriers to midwives’ educational role in Cyprus guided by the Theoretical Domains Framework

Abstract Issue The high caesarean section (C/S) rate in Cyprus (>60%) led to the formation of a National Committee to address this Public Health priority. Among WHO recommendations for C/S reduction are midwifery-led educational interventions; yet, medicalization of birth in Cyprus is curtailing the autonomous role of midwives. Description of problem While midwives could “make every contact count” during routine appointments, antenatal education (AE) is reduced to a formal activity within the antenatal class space with documented low attendance. This formative research mapped barriers to the educational role of Cypriot midwives guided by behaviour theory. A context-specific understanding is needed to shape an appropriate intervention and promote a common understanding among stakeholders. Results One in three midwives islandwide (N = 119, response: 34%) rated 83 determinants (from 1=more to 6=less problematic), guided by the Theoretical Domains Framework (TDF). “Beliefs about AE importance” (M = 5.57, SD = 0.96) and “Professional role” (M = 5.58, SD = 0.57) received the highest scores. Lack of organizational resources (M = 3.39, SD = 0.97), institutional and inter-professional support (M = 3.77, SD = 1.4) and acceptance (M = 4.25, SD = 0.85) were identified as problematic. While perceived capabilities and intentions were rated favourably, achieving “Goals” was difficult, mainly due to competing priorities (M = 3.86, SD = 0.84). Self-efficacy and behavioural control were lower among less experienced midwives (p < 0.01) and in the private sector (p = 0.08), which accounts for >70% of births. Lessons Beyond the antenatal class, AE is a ‘bad fit’ with routine practice. The phenomenon pertains to organizational arrangements but also norms and perceptions of other providers and service users. While current Healthcare reforms present prospects in re-defining the role of midwives, the educational role is not adequately supported or promoted given the limited number of visits and reimbursement restrictions imposed. Key messages • Barriers to routine antenatal education originate from an unsupportive system and socio-cultural norms which alienate midwives in an already medicalized environment. • This theory-driven formative study described the issue in behaviour terms in the context of shaping an intervention to strengthen the health education role of midwives.

User perceptions of COVID-19 telemedicine testing services, disease risk, and pandemic preparedness: findings from a private clinic in Hong Kong.

During the coronavirus disease 2019 (COVID-19) pandemic, telemedicine has been regarded as a method for providing safe access to healthcare. Here, we explored the experiences of individuals using telemedicine in Hong Kong during the COVID-19 pandemic to understand their risk perceptions and preparedness measures. We conducted a cross-sectional online survey of telemedicine users of private clinic-based COVID-19 testing services from 6 April to 11 May 2020. All users were invited to complete an anonymous online survey regarding COVID-19 risk perception and preparedness measures. The results of the survey were compared with the findings of a previous territory-wide survey. In total, 141 of 187 telemedicine users agreed to participate; the response rate was 75.4%. Of the participants, 95.1% (116/122) believed that telemedicine consultations were useful. Nearly half of the participants (49.0%) agreed or strongly agreed that telemedicine consultations were appropriate during the COVID-19 pandemic. Most participants believed that telemedicine consultations could perform the functions of 'health protection, promotion and disease prevention' (73.6%) and 'diagnosis' (64.0%). Concerning the choice of telemedicine provider, almost all participants (99.2%) were willing to consult medical doctors; more than half of the participants (54.1%) were willing to consult registered nurses, but only 13.1% were willing to consult non-clinical staff who had been trained to provide telemedicine services. The use of telemedicine for screening and patient education can be encouraged during the COVID-19 pandemic in Hong Kong.

Analysis of Service User Perceptions of Services at the Kuala Tungkal Ferry Port

The Kuala Tungkal Ferry Port is located in Tungkal I Village, Tungkal Ilir District, Tanjung Jabung Barat Regency, Jambi Province. Kuala Tungkal Ferry Port is a ferry port organized by the Department of Transportation of West Tanjung Jabung Regency. The Kuala Tungkal Ferry Port serves two routes, namely the pioneering Kuala Tungkal - Dabo Singkep route and the Kuala Tungkal - Telaga Punggur commercial route. Based on the results of the survey in the field, it was found that several services for service users had not been carried out properly, such as the unavailability of evacuation route instructions, evacuation gathering points and emergency telephone numbers, unavailability of port plans/layouts, inappropriate breastfeeding mother room facilities and passenger lane facilities. (gangway) pedestrians and vehicles that have not been separated.
 This study uses the Customer Statisfaction Index method to determine the level of overall service use satisfaction by looking at the level of importance of service facility instruments, Gap Performance - Importance to determine the gap between service user expectations and perceived service quality and Importance Performance Analysis Quadrant Mapping for to find out the attributes that are the main priorities for improving service quality.
 Based on the results of the analysis of the Customer Statisfaction Index, the satisfaction index of service users is 69.74% and is included in the satisfied category. Based on the results of the Gap Performance-Importance analysis, the highest gap value is (-1.32) on the attribute of a telephone number sticker for complaints of security disturbances so that passengers can submit complaints about security at the port. Based on the results of the Importance Performance Analysis Quadrant Mapping analysis, there are 7 attributes that are in quadrant I as the main priority for improvement so that the level of satisfaction of service users can increase.

Analisis Kesenjangan Antara Pengguna dan Penyedia Elitag

The Elitag service is a single point of application used by University Lecturers on August 17 1945 to provide teaching through courage to students. Elitag Services has a role in helping lecturers deliver material, conduct attendance and discussions boldly. Elitag's services have increasingly gained value since distance lectures were held during the Covid-19 pandemic. However, the provision of Elitag services cannot be separated from several problems, including: 1) there is a gap between the expectations and perceptions of Elitag service users, 2) the Service Level Agreement (SLA) for Elitag services does not yet explain service requirements regarding capacity, performance and service availability, 3 ) minimum level of service evaluation. Seeing this problem, it is necessary to carry out an error analysis among Elitag service users and Elitag service providers. This research focuses on Service Level Management (SLM) which can ensure that agreements made are in accordance with customer needs, meetings between Elitag Service users and Elitag Service providers can be minimized. Referring to ITIL, the first stage that needs to be carried out is to conduct a survey using the SERVQUAL method to determine the expectations and perceptions of service users, then review the current conditions of Elitag Service SLM based on the dimensions of the SERVQUAL method. The research results show that there is a gap between the expectations and perceptions of service users, namely that the expectations of service users are higher but not in accordance with the perceptions of service users. This is indicated by the overall average score of -0.58, with the highest gap score in the responsiveness dimension (-0.73) and the lowest gap score in the Tangibles dimension (-0.43). This score shows that there is a gap but it is not significant

ANALISIS PENGARUH KEPUASAN PENUMPANG ANGKUTAN MASSAL BERBASIS JALAN PERKOTAAN TERHADAP LOYALITAS PENUMPANG (STUDI KASUS : TRANS METRO DELI)

Road-based mass transit systems or commonly referred to as Bus Rapid Transit (BRT) are currently experiencing quite rapid development in various countries including Indonesia. At the end of 2020 the Government has inaugurated urban road-based mass public transportation with the Buy The Service (BTS) Service Scheme in 5 (five) major cities including the city of Medan. Evaluation or strategy must continue to be carried out so that this BTS mode can continue to be sustainable. One of the steps that can be taken is to examine the level of satisfaction and loyalty of current users to continue using the BTS mode. This underlies this research to analyze the level of passenger satisfaction of the Trans Metro Deli Bus and to analyze the effect of passenger satisfaction on the loyalty of the Trans Metro Deli Bus passengers. The Importance Performance Analysis (IPA) Method is used to analyze the satisfaction level of Trans Metro Deli Bus passengers because this method can be used to evaluate and design management from the results of the analysis of service user perceptions regarding the suitability between expectations and quality received. While the Partial Least Square – Structural Equation Modeling (PLS – SEM) Method is used to analyze the effect of passenger satisfaction on passenger loyalty because this method can be used to estimate model relationships. This analysis method uses Smart PLS software. Through measurements using the IPA method, the results show that the highest level of passenger satisfaction is found in the safety attribute (92.59%), then the safety attribute (90.54%), and comfort (91.11%). All three are included in the achievement quadrant that must be maintained, and the attributes of equality (87.24%) and regularity (87.74%) are included in the low priority quadrant while the affordability attribute (84.79%) is included in the quadrant which is the main priority for improvement . Meanwhile, if analyzed per each corridor, in the Medan Tuntungan – Merdeka Square corridor, the affordability attribute is included in the low priority quadrant because in terms of quality it is still low, but expectations are also low. And when analyzed on a job basis, the regularity attribute is included in the top priority to be improved. The results of the analysis of the effect of passenger satisfaction on passenger loyalty using the PLS-SEM method concluded that the effect of passenger satisfaction on passenger loyalty was significant with an influence value of 0.647 and the direction of the relationship between the two variables was positive.

“If people are hesitant at all, you just want a really big front door”: a rapid qualitative interview study on the Luton COVID-19 vaccination outreach clinics

BackgroundThere is a lack of evidence on the usefulness, practicality, and acceptance of vaccination outreach clinics in the community especially during pandemics. In this qualitative study, we explored the experiences, motivations and perceptions of service users, health professionals, strategic staff, volunteers, and community workers involved in the COVID-19 vaccination outreach clinics in Luton.MethodsSemi structured face to face, telephone, online interviews, and focus groups were conducted with 31 participants including health professionals, strategic staff, volunteers, community workers and service users. The Framework Method was used to analyse the data and generate themes.ResultsService users expressed positivity towards the convenience and familiarity of the location of the vaccination outreach clinics and the flexibility of receiving the vaccination in a local setting. Participants involved in the planning and delivery of the service commented on the worthwhile and rewarding experience but suggested more attention should be given to preparation time, service user recruitment, the working environment, and staff welfare.ConclusionsThe COVID-19 mobile vaccination outreach clinics in Luton tested and developed a different model of service delivery and demonstrated a collaborative way of working: “taking the health service to the patient, not the patient to the health service”. Planning and local community engagement were seen as key to successful delivery of a mobile healthcare service.

Stories for Change:The impact of Public Narrative on the co-production process.

Involving service users in health service design and delivery is considered important to improve the quality of healthcare because it ensures that the delivery of healthcare is adapted to the needs of the users. Co-production is a process used to involve service users, but multiple papers have highlighted the need for the mechanisms and values guiding co-production to be more clearly stated. The aim of this paper was to evaluate the mechanisms and values that guided the co-production approach of the Stories for Change project, which used Public Narrative as part of the co-design process to create change in National Health Service maternity services. This study was conducted using a rapid feedback evaluation approach. Semistructured interviews (n = 16) were the main source of data, six of which were maternity service users, with observations (5 h) and documentary analysis also carried out in parallel. RREAL sheets were used for data analysis to organize data based on key topics of interest. This study identified three broad mechanisms and values underpinning the co-production approach: creating an open and safe space to share ideas, learning how to tell stories using Public Narrativeand having service providers who play a key role in strengthening the health system listen to stories compelling them to action. This study identified the main areas for improvement of the Stories for Change project related to recruitment, the inclusion of participants, the co-design process, the Skills Sessionand the Learning Event. Our study provided a deeper understanding of the co-production approach that addresses the need to uncover the mechanism and values underlying co-production and co-design approaches. This study expands on the literature pertaining to the influence of storytelling in creating meaningful change in health care. We propose a co-design methodology that uses Public Narrative as a model for service user engagement to help inform future healthcare development processes. The experiences and perceptions of maternity service users and health professionals informed this evaluation. The project organizers were involved in the manuscript preparation stage by providing feedback, and service users wrote a commentary on the project from the lived experience perspective.

Assessing the Impact of Non-Teaching Services on Postgraduate Students’ Satisfaction: A Case of alternative Providers of Higher Education in the UK

The research sought to assess the impact of non-teaching services on postgraduate (Pg) students’ satisfaction, focusing on the alternative provider of higher education in the UK. The ‘service provision’ is known generically as the ‘students support department’ and is argued to provide a more effective means of engagement between the learning process of Pg courses and students. The study is underpinned by the conceptual model proposed by Parasuraman et al. (1995), where it was proposed: A Multiple - Item Scale for Measuring Service User Perceptions of Service Quality. The argument proposed in this research project is that non-teaching services currently delivered by alternative providers of higher education are subject to many shortcomings. In a refinement of the SEVQUAL model, the study showed that there was a low level of student satisfaction with the current level of non-teaching services delivered at the alternative institutions; on all the key service dimensions to reduce the existing gap between expectation and service encountered. The current study argues that a new approach is needed to improve and sustain a positive learning experience for Pg students through the effective delivery of non-teaching services. For this study, the service gap is assessed as the average perception score (APS), perceived service, minus average expectation score (AES); students’ expectations from the alternative providers, and the difference is the service gap (SG). The service dimension gap equation is (1) ASP – AES = SG (1.90708 - 2.7559 = - 0. 84882). The results reveal that the overall perceived service quality is low with a value of (-0.8415), with students’ expectations score of 2.7559, and a perception score of (1.90708). While the overall service gap at Pg school is (- 0. 84882). The respondents’ overall level of service quality shows that the median gap is (– 0.6942), with a gap of (-1.53) for most students sampled. It means that the level of service encountered during the programme is lower than what learners expected; as a result, there is a low level of satisfaction with the overall service quality provided by the non-teaching staff. The study concludes that alternative providers need to invest more in non-teaching systems and processes. For instance, in the development of personnel at the front desk and management levels, for a better understanding of students’ learning needs and demands. Also, leverage technology for improved and sustained service delivery through investment in critical learning infrastructures. The findings present empirical data for regulators, senior managers, academia, and students; it would be informative and educative for the service providers (university), and service users (Pg students), who demand improved quality in all aspects of the non-teaching service assessed. The study recommends continual review and enhancement to sustain the development process of the core elements; knowledge, skills, and behaviors (KSBs), in the postgraduate learning journey that guarantees a positive experience, in the era of a transition to a greener economy.

The influence of marketing communication on perception and decision-making process of service users

The paper presents an analysis of the impact of marketing communication tools on the attitudes of service users, with a special emphasis on users of services provided by higher education institutions (HEIs). It first present the theoretical assumptions of the marketing concept and its application in HEIs, while the empirical part presents an analysis of the representation and adequacy of the various marketing communication instruments application at the Higher Business School of Vocational Studies in Leskovac. With different combinations of marketing communication instruments, comparative advantages in the education market can be achieved. The paper analyzes the results of the survey, which examines how and to what extent certain marketing communication instruments influence the attitudes of students of the HEI. The contribution of this research is reflected in the possibility of a better understanding the complexity of the issues related to the application of marketing communications in HE.

복합화된 지방자치단체 청사의 범죄예방 설계 필요성 조사연구

This study investigates the perceptions of public officials and civil service users of mixed-use local government office buildings were investigated through a questionnaire survey, focusing on the following questions: are mixed-use government office buildings safe for public officials and service users? and are current government office building a satisfactory facility designed to adequately respond to various threats and damages resulting from an increase in malicious civil petitioners and protesters? This study confirms that social awareness related to rallies and demonstrations classified the types by satisfaction with crime prevention design compared to actual damage caused by civil petitioners and protesters. Ultimately, the purpose of this study is to evaluate and confirm the need to prepare for safety or security issues that may be triggered by the various functions of mixed-use government office buildings.
 The implications of this study are as follows: Additional facilities of government office building should be provided depending on the environment and the needs of the local community. However, it may be that the mixed-use building can act as a useful means to revitalize the local community and economy if functions and spaces that are suitable for each unique environment are properly provided.

Analisis Persepsi Pelayanan Kapal Malam Rute Kendari - Raha Provinsi Sulawesi Tenggara

The characteristics of night ship passengers are dominated by men, the average age of passengers is 20-25 years with a percentage value of 64%, the most travel destinations are Muna Island and the dominant service users have student jobs, while the analysis results are seen in the value of 0.66- 0.8, this means that the overall CSI score for performance appraisal is 1.96 with the criteria for the value of each indicator, service users are very satisfied with the performance of night ship services on the Kendari - Raha route, Southeast Sulawesi Province. The perception of service users towards night boat services on the Kendari - Raha route as a whole with an average value of 3.5 for performance and 3.1 for satisfaction. This can be seen in the quadrant A diagram in the Cartesian diagram, which means that the service elements are very good and provided very well.