Service User Satisfaction Research Articles

Strategies to Build Customer Trust Based on Service Quality and Relationship Quality: Anchorage Study in Riau Islands

This study examines the potential of anchor anchor services in Riau Islands Province (Kepri), focusing on service quality and customer relationships that can affect the satisfaction of anchor anchor service users. Data from a survey of 100 vessels using anchor berthing services in Kabil Kepri waters shows that the quality of service and the quality of customer relationships significantly affect customer satisfaction. The results of regression analysis show that service quality and relationship quality simultaneously contribute greatly to customer satisfaction, with the value of the coefficient of determination reaching 68%. Service quality has a greater influence than relationship quality on customer satisfaction. The implications of this study show that quality service and good customer relations can increase customer satisfaction in using anchor anchor services. The conclusion of this study emphasizes the need for a comprehensive strategy in improving service quality and customer relations in anchorage management in Riau Islands waters. Suggestions for further research are further exploration of more representative indicators of service quality and customer relations as well as increased academic studies in the field of port marketing, especially related to anchorage objects.

The Impact of Chat GPT's Perceived Service Convenience and User Satisfaction on Knowledge Sharing and Reuse Intention in the Era of Smart Tourism

The Impact of Chat GPT's Perceived Service Convenience and User Satisfaction on Knowledge Sharing and Reuse Intention in the Era of Smart Tourism

New quality productivity: an empirical study of service design as a new driving force for rural revitalization

Globalization and technological advancements have increasingly become key drivers of economic and social progress. Service design, emphasizing user experience and interdisciplinary collaboration, significantly enhances service quality and user satisfaction. Recently, the comprehensive implementation of the rural revitalization strategy has made the effective application of service design in rural development a noteworthy research topic. This study uses Huangjinjing Village, Hunan Province as a case study to examine the sustainable impact of service design on rural revitalization, beginning with the inherent values and backgrounds of traditional villages. The objective is to devise innovative mechanisms for rural development, leveraging design to create sustainable and livable villages, thus advancing rural revitalization towards a new phase of scientific progress.

A survey of community pharmacists’ and healthcare advisors’ views and experiences on the provision of a Test and Treat Service for uncomplicated lower urinary tract infection in a retail pharmacy chain in Ireland

Abstract Introduction The use of Point of Care Testing (POCT) as an aid to guide antibiotic prescribing has been highlighted in Ireland’s second One Health National Action Plan on Antimicrobial Resistance 2021-2025 (iNAP2).[1] The role of community pharmacy is expanding with the introduction of antimicrobial stewardship (AMS) POCT strategies. Uncomplicated urinary tract infections (UTIs) are frequent and burdensome in the community. With antibiotic resistance on the rise amongst uropathogens, AMS efforts to reduce inappropriate antibiotic prescribing for urinary symptoms are paramount. Aim To evaluate community pharmacy staff views and experiences on the provision of a Cystitis Test-and-Treat Service for uncomplicated UTIs, while identifying opportunities for service improvement and expansion. Methods An electronic survey on Microsoft® Forms was distributed within a large retail pharmacy chain in Ireland during November 2021, with two reminders issued. Pharmacists and Healthcare advisors over the age of 18, working in 88 pharmacies that provided the Velieve Cystitis Test-and-Treat Service were eligible to participate. The survey was subdivided into participant demographics, local UTI information, views and experiences of participants on the Cystitis Test-and-Treat Service, the patient information leaflet and the training completed by pharmacy staff providing the service and included open-ended and closed-ended or Likert-scale questions. The survey was developed based on the literature and was revised following the contributions of pharmacy chain pharmacists and its Research Governance Committee who have a working knowledge of Service. Data were analysed using Microsoft® Excel and IBM® SPSS® statistics version 28.0. Qualitative data from the open-ended survey questions were analysed using thematic analysis. Results A total of 43 pharmacy staff (18 pharmacists and 25 healthcare advisors) participated in the study (overall participation rate of 10.2%). The majority of participants were female (83.7%) and most pharmacies were located in a town/suburb area (55.8%). The majority of participants (76.7%) estimated that service users with symptoms suggestive of UTI present to the pharmacy first, before visiting their GP. Participants believed that the Cystitis Test-and-Treat Service improved service user satisfaction in symptom management, reduced antimicrobial prescribing, alongside reduced general practitioner workload. High acceptability was attributed to the speed and convenience of the service, while time cost and time required explaining the service were identified as barriers. The associated smartphone application was identified as a service weakness. Participants recommended extended training on service user eligibility with perhaps training videos to improve overall confidence. While the low response rate and small sample size is a limitation of this study, the inclusion of participants from two differing pharmacy roles strengths the findings. Conclusion This study highlights that POCT are feasible AMS initiatives that enhance management of uncomplicated UTI and could be incorporated into community pharmacy practice. The perceived ‘poor public awareness of the service’ reported by the participants, suggests the need for increased promotion and advertising.

Analisis Kualitas Layanan dan Kepuasan Konsumen Pengguna Jasa Rumah Sakit Islam Nashrul Ummah

This research wants to describe the influence of service quality and service user satisfaction at the Nashrul Ummah Islamic Hospital. The analytical method used is multiple regression analysis. Service quality variables include Reliability (X1), Responsiveness (X2), Confidence (X3), Empathy (X4) and Satisfaction variables (Y). Data collection was done by distributing numbers to 50 respondents as service users. The research results show that service quality consisting of Reliability (X1), Responsiveness (X2), Confidence (X3), Empathy (X4) has significant variables on Satisfaction (Y). This research also shows that the responsiveness variable is very dominant in its influence on satisfaction

A Novel SDN-Based Architecture of Task Offloading in Mobile Ad-Hoc Cloud

As the core function of mobile Ad-hoc cloud, task offloading has always been a research hotspot of mobile cloud computing, and the construction, offloading decision, task division and scheduling strategies of mobile Ad-hoc cloud directly affect the performance of offloading. In this paper, we propose a new mobile Ad-hoc cloud architecture based on SDN solving the performance bottleneck of opportunistic task offloading. The proposed solution constructs terminal clusters in Ad-hoc cloud to provide users with offloading service, and makes offloading decision and task allocation through SDN controller to achieve the effectiveness of task allocation and the rationality of resource scheduling. Simulation results show that compared with traditional scheduling method, our method has the advantages in offloading ratio and execution efficiency, and can be more effectively used in dynamic mobile edge network environment, to improve network performance and user service satisfaction.

The Relationship Between Service Quality and Individual Characteristics with Patient Satisfaction of Teledentistry Service Users at RSGM Universitas Muhamadiyah Yogyakarta

Teledentistry is the use of information and communication technology in treatment, counseling, education, to improve dental and oral health during the COVID-19 pandemic. Teledentistry services as a medium for dental and oral health consultation need to pay attention to the quality of service and individual characteristics which are the main determinants of health services. The purpose of the study was to identify the relationship between service quality and individual characteristics with patient satisfaction of teledentistry service users. Cross sectional type of research. The technique of taking subjects using simple random sampling. The number of respondents was 125 renpondents. The research instrument uses servqual with Likert scale and patient satisfaction instrument with Likert scale. Respondents filled in individual characteristic data consisting of age, gender, education level and occupation. Data analysis in this study used pearson correlation test and multiple linear regression test. The Pearson correlation test showed that there was a relationship between service quality (p = 0.001) and age with patient satisfaction (p = 0.001) and there was no relationship between sex (p = 0.076), education level (p = 0.542) and occupation (p = 0.363) with patient satisfaction using teledentistry services. The results of multiple linear regression tests showed a significant relationship between service quality (?= 0.126; p= 0.001) and age (?= -0.044; p=0.025) with patient satisfaction using teledentistry services at RSGM Universitas Muhammadiyah Yogyakarta. The better the quality of service, the higher the level of patient satisfaction, the younger the age, the higher the level of patient satisfaction. There is no influence of gender, education level and occupation on patient satisfaction of teledentistry service users at RSGM Universitas Muhammadiyah Yogyakarta.

EPri-MDAS: An efficient privacy-preserving multiple data aggregation scheme without trusted authority for fog-based smart grid

With the increasingly pervasive deployment of fog servers, fog computing extends data processing and analysis to network edges. At the same time, as the next-generation power grid, the smart grid should meet the requirements of security, efficiency, and real-time monitoring of user energy consumption. By utilizing the low-latency and distributed properties of fog computing, it can improve communication efficiency and user service satisfaction in smart grids. For the sake of providing adequate functionality for the power grid, various schemes have been proposed. Whereas, many methods are vulnerable to privacy leakage since the existence of trusted authority may increase the exposure to threats. In this paper, we propose the EPri-MDAS: an Efficient Privacy-preserving Multiple Data Aggregation Scheme without trusted authority based on the ElGamal homomorphic cryptosystem, which achieves both data integrity verification and data source authentication with the most efficient block cipher-based authenticated encryption algorithm. It performs well in energy efficiency with strong security. Especially, the proposed multidimensional aggregation statistics scheme can perform the fine-grained data analyses; it also allows for fault tolerance while protecting personal privacy. The security analysis and simulation experiments show that EPri-MDAS can satisfy the security requirements and work efficiently in the smart grid.

The Influence of Service Quality and Facilities on Consumer Satisfaction

The food business is one of the businesses that is growing rapidly and has the potential to grow quite large. Many business people have already benefited from this culinary business. In the culinary business, you must be able to create many innovations in order to meet the needs and desires of consumers.The main thing that must be prioritized in conditions of intense competition is the satisfaction of service users in order to survive, compete and dominate the market. The purpose of this study is to determine the effect of quality of service and facilities simultaneously and partially on customer satisfaction Ayam Bakar Pak “D” Branch Ketintang I Surabaya. The sample of this research is the visitors of Ayam Bakar Pak “D” Branch Ketintang I Surabaya, with a total sample of 100 respondents. The analysis technique uses Multiple Linear Regression with SPSS programs or software. The results showed that jointly (simultaneously) showed that the quality of service and facilities affect customer satisfaction, partially the quality of service has a positive and significant effect on customer satisfaction, as well as partially the facility has a positive and significant effect on customer satisfaction

Consumer Behaviour in Online Travel: How Does Continuous Purchase Behaviour Formed in Digital Age?

Research aims: This study aims to understand the role of perceived ease of use, information service function, consumer expectation, and user satisfaction in determining continuous purchase behavior in online travel application users, while considers consumer experience as a moderating variable.Design/Methodology/Approach: This study is carried out using quantitative approach. The data is collected by distributing online questionnaire to users of e-travel application in West Java, Indonesia chosen using purposive sampling. The data is processed using Structural Equation Modeling with Partial Least Square (SEM PLS).Research findings: The results indicate that perceived ease of use, information service function, consumer expectation, and user satisfaction can explain customers’ continuous purchase behavior. In addition, consumer experience can moderate the relationship between user satisfaction and continuous purchase behavior, by which higher experience strengthens the relationship. Theoretical Contribution/Originality: This study contributes to enrich the understanding of how user satisfaction affects continuous purchase behavior by looking at the variables of perceived ease of use, information service function, and user expectation.Practitioners/Policy Implications: This study can be of interest to service providers, especially e-travel application, to provide a good, easy to understand services, as well as information and comfort for its users to remain loyal in using the application.Research Limitations/Implications: This study is only limited to one object, namely users of e-travel application. Future research can use different objects and consider additional variables such as review credibility and perceived enjoyment in determining continuous purchase behavior.

Analysis of the Level of Tourist Satisfaction with the Quality of Tourism Information Center Services at Yogyakarta International Airport

Tourism is an industry that is growing rapidly. Tourism has an important role in encouraging economic activity, improving the country's image, improving community welfare, and providing expanded employment opportunities. In an effort to increase tourism, the Tourism Information Center is presented as a tourism-oriented information center that provides detailed information about a destination. The tourism industry as a service industry has the main characteristic, namely service, therefore service plays a very important role. This research aims to analyze the level of satisfaction of service users with service quality using the Customer Satisfaction Index (CSI) method at the Tourism Information Center at Yogyakarta International Airport. This research uses a quantitative type of research using descriptive methods. Data collection was carried out by distributing questionnaires to visitors to the Tourism Information Center at Yogyakarta International Airport. The population in this study are visitors who have received services from the Tourism Information Center at Yogyakarta International Airport at least once. The sampling method used was Non Probability Sampling with Purposive Sampling technique. Based on the research results, service users were very satisfied with the service performance provided by the Tourism Information Center. This can be seen from the CSI value obtained, which is 94.2%. Things that need to be improved or improved in the Tourism Information Center service, one of which is the availability of physical facilities such as brochures, maps, and others with a fairly large gap between interest and satisfaction.

Analysis of User Satisfaction of Telemedicine Services During COVID-19 Self-Isolation among FPH Students at the University of Indonesia

Telemedicine has become a new paradigm in the world of health since its popular use to assist the Ministry of Health in monitoring self-isolating patients during the COVID-19 pandemic. This study aims to analyze service quality variables related to user satisfaction with telemedicine services during COVID-19 self-isolation among students in FPH UI. This research is quantitative research with a cross-sectional approach. The results show that the platform most widely used for telemedicine services during the COVID-19 pandemic was platform H by 25 people. The average satisfaction of telemedicine users during self-isolation tends to be high, namely 3.8 with the lowest value being 2.3 (SD=0.534). Service quality and user satisfaction are all positively correlated with weak to strong correlation levels, namely responsiveness (r=0.306), service reliability (r=0.598), information quality (r=0.490), empathy (r=0.509), ease of service (r=0.633), perceived usefulness (r=0.486). The quality improvement factor is based on high satisfaction in easier appointment registration, savings in out-of-pocket costs for travel and queuing time at health services. However, holistic health and regulatory services are needed to address user data security threats.

An Exploration of Dutch Dermatologists' Experience and Satisfaction With Teledermatology: Sociotechnical and Complex Adaptive System Perspective.

Despite the global upscale of teledermatology during the COVID-19 pandemic, persistent barriers, such as the poor anamnesis and photo quality, hinder its effective use in practice. Understanding Dutch dermatologists' experiences and satisfaction with using the teledermatology system in the Dutch health care system is needed. A holistic evaluation may provide valuable insight to understand how barriers interrelate which is deemed necessary for the innovation of teledermatology in practice. Guided by a complex adaptive system perspective, this study aims to understand Dutch dermatologists' experience and satisfaction with their training, support communication, interaction, and usage of a teledermatology platform of a Dutch digital hospital during the COVID-19 pandemic, uncovering insights to improve teledermatology services for the future. A web-based questionnaire was sent in December 2021 to Dutch dermatologists who (1) had an active teledermatology platform account, and (2) responded to a teledermatology consultation between October 1, 2019, and September 30, 2021. The questionnaire consisted of the validated Store-and-Forward Telemedicine Service User-satisfaction Questionnaire (SAF-TSUQ) questionnaire, and new questions regarding; demographics of teledermatologists, the use of teledermatology during the COVID-19 pandemic, the performance of teledermatology by general practitioners (GP), and the role of dermatologists in the teledermatology process. The open-ended questions were analyzed by a grounded theory approach guided by a sociotechnical model and complemented by a complex adaptive system perspective. A panel discussion with 3 dermatologists was performed to provide additional insight into the responses to the questionnaire. We obtained responses from 25 out of the 249 (10%) invited dermatologists. Overall, dermatologists had a positive experience with teledermatology. Interestingly, teledermatology use frequency remained unaffected by the COVID-19 pandemic. However, the insufficient quality and incompleteness of the clinical content (photos and anamneses information) of the teledermatology consultation impacted the efficiency of the teledermatology workflow. Dermatologists expressed the need for improvement to avoid time-consuming processes or physical referrals. The panel discussion enriched and confirmed the responses, suggesting solutions like mandatory fields for the GPs for a complete anamnesis. Dutch Dermatologists view teledermatology as a valuable tool to provide access to dermatology care. However, improvements regarding the quality and completeness of the provided clinical content are necessary for the effectiveness and efficiency of the complex teledermatology system in Dutch health care. This could increase both the dermatologists' satisfaction and the quality of teledermatology services. Managing trade-offs, such as time investments versus image quality, is crucial for teledermatology implementation and should be assessed from a complexity perspective to understand trade-offs and prevent unintended consequences.

Towards better public transport services: Understanding service quality attributes of public transport in states of developing countries

This research investigates the service quality attributes of PT and the influence of the attributes on users’ satisfaction. Improving public transport (PT) facilities such as road networks and connectivity systems must align with service quality aspects. This research investigates the service quality attributes of PT and the influence of the attributes on users’ satisfaction. A survey was conducted to examine users’ perceptions of the service quality of PT in Sarawak, Malaysia. Service quality indicators have been chosen based on service quality attributes in previous research and analyzed using factor analysis (FA) to group the indicators into service quality attributes. Conformity Factor Analysis (CFA) was used to determine which attributes could significantly impact users’ satisfaction. Based on the survey results, the service quality of PT services in Sarawak is average, as most of the mean scores for each indicator of service quality and user satisfaction are less than 4.0. Four service quality attributes have been obtained from FA, i.e., vehicle condition, customer service, travel experience, and accessibility. The CFA analysis and structural model results showed that the attributes of vehicle condition, customer service, and accessibility significantly positively impact users’ satisfaction. The findings in this research can be used as references for PT providers, policymakers, and the government in improving the service quality of PT in Sarawak State.

Evaluation Of Port Service User Services At Tanjung Kapal Crossing Port, Bengkalis District, Riau Province

The Tanjung Kapal Ferry Port serves one route, namely the Rupat – Dumai route. Based on the results of the survey in the field, it was found that several services for service users had not been implemented properly, such as the unavailability of fire extinguishers, evacuation route instructions, evacuation gathering points, first aid equipment, wheelchairs, floor plans/layouts port, passenger baggage, parking attendants, special needs passenger facilities, nursing mother room, signs at the pier, weigh bridge, and arrival and departure schedules at the counter. This research uses the methodPerformance Gap – Importanceto determine the gap between service users' expectations of perceived service quality and quadrant mapping Importance Performance Analysisto find out the attributes that are the main priority for improving service quality. Based on the results of Gap analysisPerformance – Importancea gap was found highest for passenger service at the port with a value of - 2.30 on attribute 32 and attribute. The highest gap for ship service at the port with a value of - 0.66 on attribute 1 and attribute 8. The highest gap for vehicle service at the port with a value of - 2 .10 on attribute.Based on the results of the Quadrant Mapping analysisImportance Performance Analysis There are 10 attributes in quadrant I for passenger services, 2 attributes for ship services and 8 attributes for vehicle services as the main priority for improvement so that the level of service user satisfaction can increase.

MADM-based network selection and handover management in heterogeneous network: A comprehensive comparative analysis

As radio access technologies, processing speeds, and multimode interfaces of low-powered portable devices continue to advance, the future of wireless communication is envisioned to offer pervasive network coverage, high data rates, and a wide spectrum of services while maintaining high mobility. High data rates, wide range of services, huge connectivity, capacity, and good geographic coverage are being provided by the ultra-dense deployment of small base stations (BSs) in heterogeneous wireless networks (HWN). But dense deployment of small BSs, high mobility, network heterogeneity, imbalanced traffic, and dynamic user preferences lead to frequent handover. Network overhead, excessive energy consumption, and a decrease in service quality and user satisfaction can be due to frequent handover. So, handover management is one of the crucial challenges in the implementation of 5G and beyond in HWNs for ensuring seamless connectivity, energy efficiency, and the required quality of services and experiences. The effectiveness of handover decisions in HWNs relies on the implementation of a suitable network selection mechanism. Multi-attribute decision-making (MADM) is being used to model and analyze appropriate network selection complexities by considering a broad spectrum of intricate and conflicting decision criteria for efficient handover decisions in HWN. This article extensively explores, compares, and analyzes vital MADM techniques utilized for modeling appropriate network selection strategies in terms of algorithmic strategies, cardinality, types and significance of decision attributes, and network utilities. This article also examines, analyzes, and recognizes the recent mobility management challenges and trends in utilizing MADM strategies to tackle network selection issues in high-speed HWNs.

Analysis of User Satisfaction of the M-Passport Application Service Using the Technology Acceptance Model (TAM) at TPI Class II Singkawang Immigration Office

Analysis of User Satisfaction of the M-Passport Application Service Using the Technology Acceptance Model (TAM) at TPI Class II Singkawang Immigration Office

Student-led activities of daily living group program in a hospital inpatient rehabilitation setting.

Occupational therapists have vital roles in inpatient rehabilitation to focus on independence in activities of daily living. Occupational therapy interventions are uniquely designed to address goals of service users and can be delivered individually or in group formats. Group interventions promote service users' mutual support and enable therapists to increase frequency and intensity of service provision. Student-led programs have become an attractive model, benefiting students while providing positive treatment outcomes for service users. There is an emerging body of literature that explores service users' and students' satisfaction with student-led group models of practice within inpatient rehabilitation and occupational performance outcomes of service users participating in student-led programs. This study aimed to explore the satisfaction of service users and students in addition to the self-reported occupational performance outcomes of a student-led activities of daily living group program in inpatient rehabilitation. Data from 33 service users and seven students were collected retrospectively. The intervention involved a student-led activities of daily living group program, consisting of three groups: breakfast, morning tea, and home readiness group. All service users and students completed unique satisfaction surveys at the conclusion of their participation in the student-led program. Service users completed a self-reported activities of daily living performance measure pre- and post-program. Findings were reported in descriptive statistics, and pre- and post-program data were compared with the Wilcoxon signed-rank test. All students were satisfied with the student-led program. Majority of service users were satisfied with all components of the student-led program. Median scores for self-reported performance increased significantly following the student-led program (P < 0.001). This study highlighted that service users and students were satisfied with the service delivery of a student-led activities of daily living group program. The program was effective in addressing self-reported performance for service users in inpatient rehabilitation. The findings from this study have potential to inform clinical practice on the implementation of student-led programs in occupational therapy settings.

Customer Satisfaction And Electronic Service Quality On Online Quarantine Check Applications

This Study Aims To Measure The Model Of Increasing Customer Satisfaction Through Electronic Service Quality And Influenced By Customer Trust. Data Collected From 100 Users Of Plant Quarantine Services At The Plant Quarantine Center Class 1 Semarang Achmad Yani Airport Working Area Semarang Were Processed Using The Structural Equation Model-Partial Least Square (Sem-Pls) Modeling Technique. The Results Showed That Electronic Service Quality Positively And Significantly Influenced Customer Trust Of Plant Quarantine Service Users At The Plant Quarantine Center Class 1 Semarang Achmad Yani Airport Working Area Semarang. Customer Trust And Electronic Service Quality Variables Have A Significant Positive Effect On Customer Satisfaction. This Research Contributes To Helping The Plant Quarantine Center Class 1 Semarang Achmad Yani Airport Working Area At Home And Abroad By Providing Appropriate Strategies To Understand The Customer Satisfaction Of Plant Quarantine Service Users Of The Plant Quarantine Center Class 1 Semarang Achmad Yani Airport Working Area. This Strategy Is Then Expected To Boost The Increase In Customer Satisfaction Of Plant Quarantine Services At The Agricultural Quarantine Center Class 1 Semarang Achmad Yani Airport Working Area Semarang. The Novelty Of This Research Lies In The Fact That It Is The First To Empirically Use The Electronic Service Quality Model Through The Online Quarantine Inspection Request By Integrating Customer Trust To Analyze The Customer Satisfaction Of The Plant Quarantine Service Of The Agricultural Quarantine Center Class 1 Semarang Achmad Yani Airport Working Area.

An examination of service user satisfaction in forensic mental health settings.

High levels of service user satisfaction are viewed as a reliable indicator of a service providing good care and treatment. There has been limited research looking into levels of satisfaction in forensic mental health settings with most work focused on staff satisfaction in these settings. This study examined service users' levels of satisfaction with a forensic mental health service in the United Kingdom. The service covered two sites; one a purpose-built secure unit and the other based in an old cottage hospital. Thirty-nine in-patients completed a 60-item validated forensic satisfaction scale. The scale measured seven domains of satisfaction as well as reporting an overall satisfaction score. The results indicated the service users were reasonably satisfied with the care and treatment they received. The domains of rehabilitation, safety, staff interaction and overall care showed the highest level of satisfaction. The high rehabilitation satisfaction score demonstrated the importance of meaningful activities for users accessing forensic services and may have been influenced by the security measures on the wards. The high safety domain score indicated respondents felt safe and secure within the wards and were likely to be influenced by positive interpersonal interactions. Good staff interaction was also an important factor in helping service users feel safe on the wards. These interactions are likely to be associated with longer periods of admission in secure services allowing therapeutic relationships to develop. Financial advice/support was the one domain that recorded negative satisfaction levels. Financial literacy training may help develop money management skills.