Service Assurance Research Articles

EVALUASI KEPUASAN PASIEN TERHADAP APOTEK X DAN Y DI KOTA PONTIANAK

The location of the X and Y Pharmacies are close together on one road in the Pontianak Kota sub-district, the service looks the same, but the number of consumers who come is more dominant at the X Pharmacy. To be able to measure the quality of service, it is necessary to evaluate customer satisfaction. This study aims to determine patient satisfaction, assess the relationship between patient characteristics and determine the strength of the relationship characteristics and 5 dimensions to the services of Pharmacy X and Pharmacy Y. The survey was conducted using a cross sectional approach using a validated questionnaire instrument. The level of customer satisfaction was measured using the SERVQUAL (Service Quality) model for 5 dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. Respondents in this study were 106 respondents to pharmacy X, while 102 respondents to pharmacy Y. using the method Based on 5 dimensions of service quality the overall average value of 5 dimensions at pharmacy X is 87.5%, while the overall average value of 5 dimensions at pharmacy Y is 56.5%. Based on the che-square test analysis, the value of the relationship between patient characteristics and pharmaceutical services at pharmacies X and Y was obtained, namely at pharmacy X there was a relationship between work (p-value = 0.016) and education (p-value = 0.047) but only work factor (p-value = 0.014) which had a relationship to patient assessment at pharmacy Y. 48, at the pharmacy Y 0.682. In conclusion, in general the patient satisfaction of the studied Pharmacy X was "Very Satisfied", while the patient satisfaction of the studied Pharmacy Y was close to "Quite Satisfied". There is a relationship between work and education on the assessment of patients at pharmacy X, but only the occupational factor has a relationship with the assessment of patients at pharmacy Y. The strength of the characteristic relationship at pharmacies X and Y is strong, but the strength of the relationship based on 5 dimensions at pharmacy X is very strong, while at pharmacy Y it is strong.

The Effect of Call Center Service Quality On Outpatient Satisfaction Level At St. Carolus Hospital Jakarta

This study aims to analyze The Effect of Call Center Service Quality on Outoutpatient Satisfaction Levels at St. Carolus Hospital Jakarta. The variables studied are Service Quality (Reliability (X1) and Assurance (X2)) and Outoutpatient Satisfaction (Y). The type of research used is the type of research, and the type of data is primary. The technique of collecting research data is through the questionnaire method. Furthermore, the sampling technique used is purposive sampling with 75 respondents. Data analysis in this study used SPSS version 25. The analysis used in this research is a validity test, reliability test, multicollinearity test, heteroscedasticity test, normality test, multiple linear analysis, correlation coefficient analysis test t test, F test, and coefficient of determination (R2). The results of testing and analysis of this study show that the Assurance variable has a significant influence with a sig value of 0.000 <0.05, a t-count value of 4.336 > t-table, and a beta (β) value of 0.308, so it can be concluded that the Assurance variable (X2) has a significant influence significant to the dependent variable (Y), namely outpatient satisfaction.

ANALISIS INDEKS KEPUASAN PROGRAM CORPORATE SOCIAL RESPONSIBILITY (CSR) PERTAMINA EP DI KECAMATAN BUNYU KABUPATEN BULUNGAN KALIMANTAN UTARA

The people's livestock program is one of PT Pertamina EP Asset 5's CSR (Corporate Social Responsibility) programs in the field of community empowerment agriculture. This program aims to empower farmers to carry out sustainable broiler farming activities. The research objectives are 1). To know the characteristics of CSR program breeders and 2) To analyze the CSR program satisfaction index. This research was conducted in the Harapan Baru Farmers Group, Bunyu District, Bulungan Regency, North Kalimantan. Implementation time from May to July 2021. The level of farmer satisfaction was analyzed using the Customer Satisfaction Index (CSI) with five dimensions of service quality, namely tangibles (physical evidence), Empathy (Empathy), Reliability (Reliability), Responsiveness (Responsiveness) and Assurance (Guarantee). The measurement of the level of satisfaction with the service quality of the CSR program uses a Likert scale based on scores. Characteristics of livestock CSR program respondents aged 63-70 years (44.44%), junior high school education (44.44%), farming experience 14-22 years (33.33%) and livestock farming experience 2-3 years (77.78%). Physical evidence can be seen from the satisfaction of farmers from livestock cultivation facilities and infrastructure provided in the CSR program as needed. Empathy from technical officers and CSR assistants in conducting technical guidance. Reliability in providing innovation and technical information on livestock, quickly responding and providing solutions to group problems and guaranteeing the sustainability of the CSR program. The results of the CSI (Customer Satisfaction Index) score reached 82.95 in the very satisfied category (80-100). CSI was measured by the value of MIS (Mean Importance Score), MSS (Mean Satisfaction Score), WF (Weight Factors), WS (Weight Score).

Possibility of Reducing Risks of Audit Profession in Improving Audit Quality -A Case Study in the General Company for Electric Power Production / Southern Region

The auditor's knowledge of professional risks is one of the basic means of success in practicing the profession, and this requires a review of the methodological framework related to qualification of the auditor; use of technology has led to the emergence of many risks,and these risks have been classified into different types, and use of technology has brought almost radical changes In the practice of the profession, as it affected types of services provided by the auditing profession, such as assurance services or advisory services. The research aims mainly to identify the extent to which it is possible to reduce the risks of auditing profession in improving quality of auditing from point view of auditors and employees in auditing offices who are allowed to practice occupation. Among the most important results reached: The most important factors in judging audit quality are experience with the client, knowledge in the field of activity, and the effect of the auditor's assessment of audit risks on the audit procedures necessary to respond to the assessed risks when auditing the financial statements. The recommendation that it proposes is to pay attention to continuing professional education and intensifying training courses in auditing and accounting. Paying attention to the consolidation of moral values by senior management to reduce the risks of the auditing profession in economic units.

Exploring Student Perspectives on Quality Assurance in Independent Curriculum Services within Educational Institutions

This study examines students' perceptions of quality assurance of independent curriculum services implemented by SMA Nurul Jadid. Using a descriptive quantitative approach. With a proportional random sampling technique, as many as 100 students. The type of data collected is quantitative, using a closed questionnaire. The questionnaire was tested for validity and reliability with a significance of 0.05 with the SPSS 16 application. A Likert scale of 1-4 was used to measure student perceptions with positive and negative categories. The following are tangible, reliability, and assurance indicators as indicators of quality assurance for the independent curriculum service. The percent interval is used as a measuring tool to determine the categories of strongly agree/very good, agree/good, disagree/good enough, and strongly disagree/strongly disagree with implementing quality assurance services for the independent curriculum. The research results prove that 58% of students perceive positively and 42% negatively. However, no students rated it as very bad at 0%; in fact, the good category was the most percentage, namely 59%, and even perfect at 7%; there were also those who rated it quite well, as much as 34%. The assessment of the most significant percentage being good is due to the socialization process evenly distributed to all components of the school; staff, teachers, students, and parents. This is done to process the quality assurance of the independent curriculum services provided by schools to run effectively and efficiently.

Service Time Improvement Proposition For Insurance Customer Operation At Bpjs Kesehatan West Bandung Office: A Discrete Event Simulation Approach

BPJS Kesehatan is one of the public legal entities in Indonesia and provides public services to the public, one of which is the administration process service and the provision of face-to-face information directly to the nearest BPJS Kesehatan office. The Customer Satisfaction Index is an assessment of whether the services provided by BPJS Kesehatan are in accordance with participants' expectations. To create excellent service for participants, BPJS Kesehatan refers to 5 dimensions of service quality, namely Tangibility, Empathy, Responsiveness, Reliability, and Assurance. One of the face-to-face service problems faced by BPJS Kesehatan West Bandung Office every day is the waiting time and long queues. This problem was even listed on the Customer Satisfaction Index as one of the participants' dissatisfaction points. To find out what causes long queues and the long waiting time for participants, interviews, and observations of conditions in the field are needed. This can be searched in a structured manner using Fishbone Analysis. To help find solutions to these problems, we use Discrete Event Simulation in the Anylogic application to analyze the existing service conditions and find alternative solutions to solve the issue. As a result, we propose several alternative operational scenarios and define the best scenario that can be applied to increase CSI and reduce participant complaints about waiting times and long queues.

Tingkat kepuasan pasien terhadap mutu pelayanan kesehatan gigi dan mulut di rsud dr. Rubini mempawah

Background: Patient satisfaction is the goal of providing health services and is a sign of the good quality of services provided. The Regional General Hospital (RSUD) dr.Rubini Mempawah is a referral center for all level one health facilities in Mempawah Regency. Purpose: to describe the level of patient satisfaction with the quality of dental and oral health services at RSUD dr.Rubini Mempawah. Methods: This descriptive observational study with a cross-sectional design was conducted from August to September 2021. A total of 200 respondents were taken using a consecutive sampling technique. The instrument in the form of a questionnaire consists of five dimensions of Service Quality, namely reliability, responsiveness, assurance, empathy, and tangible. Results: The results showed that the majority of respondents were satisfied with the dimensions of responsiveness (51%), assurance (47%), empathy (48%), and tangible (50%). Most of the respondents only felt quite satisfied with the reliability dimension (49%). Conclusion: This study shows the need to improve the quality of dental and oral health services in RSUD dr. Rubini Mempawah especially on the dimension of reliability.

The Effect of Service Quality on Customer Satisfaction Using Goods Delivery Services in Makassar City

This study aims to determine whether the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy affect customer satisfaction of Goods Delivery Services in Makassar City and analyze the most dominant factors in influencing customer satisfaction of Goods Delivery Services in Makassar City. The population in this study were all customers at the Goods Delivery Service in Makassar City, totaling 8544. The sample taken was 100 respondents using Non-Probability Sampling technique with Purposive sampling approach. The results showed that all independent variables each had a positive and significant effect on the dependent variable. Simultaneously all service quality variables have a positive and significant influence on customer satisfaction. Goods Delivery Services in Makassar City need to maintain elements that have been rated well by customers such as empathy, tangible, and responsiveness, on the other hand, they need to improve things that are still lacking, namely assurance.

Determinant of Consumer Satisfaction in Using Losari Beach Hotel Makassar Services with Service Quality Variables

This study aims to determine whether the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy, affect customer satisfaction at Losari Beach Hotel Makassar and analyze the most dominant factor in influencing customer satisfaction at Losari Beach Hotel Makassar. The population in this study were guests staying at Losari Beach Hotel Makassar while the sample taken was 100 respondents using Non-Probability Sampling technique with Accidental sampling approach, which is a sampling technique based on chance, namely who happens to meet the researcher can be used as a sample if deemed suitable. Based on the research results, each of the most influential variables is the empathy variable, then assurance, then followed by reliability, and responsiveness, while the lowest influential variable is tangible. Makassar Gapura Beach Hotel needs to maintain elements that have been rated well by customers and need to improve things that are still lacking.

CUSTOMER SATISFACTION INDEX (CSI) PASIEN ASING TERHADAP PENYAJIAN MAKANAN DI RUMAH SAKIT KHUSUS BEDAH BIMC KUTA KABUPATEN BADUNG

The Customer Satisfaction Index (CSI) is an index to determine the level of overall customer satisfaction with an approach that considers the importance of the product or service attributes being measured. One of the factors that determine customer satisfaction is the consumers perception of service quality which focuses on five service dimensions, are Responsiveness, Reliability, Empathy, Tangible and Assurance. The type of research that will be carried out is an observational research type with a cross sectional research design and descriptive analysis. The population of this study were all foreign patients who were hospitalized at the BIMC Kuta Special Surgery Hospital, Badung Regency, and the sample from this study was part of the population who had the following criteria, patients who were treated for at least 1 day and received regular food, man and women over the age of 18 years, are willing to be research subjects by filling out the informed consent and the patient is conscious and able to communicate. Based on the 26 samples studied, overall the patients stated that they were good with the presentation of food provided by the hospital, namely with an index of 3,412 where if this value was percentage it was already above the standard hospital satisfaction value of 85%. This is in accordance with the results of the feed back form given from the hospital to patients where in May 2021 it showed a good satisfaction value with food presentation, which was 85%. Keywords : Customer Satisfaction Index, food presentation

The Effectiveness of Medical Record Software to Improve Administrative Service Ability and Student Motivation

Technology can improve the learning process more quickly and effectively to improve students' cognitive skills. Technology-based learning media is not only for prospective teachers but can be helpful for prospective health workers. One indicator that shows prospective health workers' quality is the health services' ability. Therefore, preparing prospective health worker students who are technologically literate and highly motivated is necessary. This study aims to determine and analyze the effectiveness of Medical Information System software to improve the ability of health administration services and student motivation. The quantitative method with pre-experimental design. Pre-experimental design with one group through pre-test, intervention (treatment), and post-test. This research was conducted at STIKes Cirebon with a total sample of 110 students. The results showed that after implementing the medical record software, descriptively, there was an increase in the percentages of responsiveness, reliability, assurance, empathy, and administrative service quality. In addition, each indicator of student motivation increases. Based on hypothesis testing, it can be concluded that Medical Information System medical record software can significantly improve the ability of health administration services and student motivation. This research contributes to providing information to students and lecturers about health administration learning technology.

Affecting Factors of E-Commerce Courier Services on Consumer’s Purchasing Behavior and Satisfaction Level

Due to the impact of COVID-19, the nation implemented stringent measures that limited the populace's capacity to participate in physical activities. As a result of these regulations, consumers, particularly those residing in Metro Manila, have predominantly resorted to online shopping as their primary means of procuring goods. The capacity of diverse logistics enterprises to furnish door-to-door courier amenities is a key element that contributes to the triumph of door-to-door e-commerce. This service provides affordable accessibility options; however, it is accompanied by several drawbacks that significantly influence the purchasing decisions of consumers. This research study titled "Affecting Factors of E-Commerce Courier Services on Consumers' Purchasing Behavior and Satisfaction Level" aims to thoroughly examine the impact of e-commerce courier services on consumer behavior and satisfaction. The researchers aim to ascertain the demographic profile of the respondents and its impact on their purchasing behavior and satisfaction. The study aims to analyze the respondents' perceptions of courier services, consumer satisfaction, and purchasing behavior. It also seeks to identify any significant relationship between purchasing behavior and consumer satisfaction, as well as any significant differences and predictions between the two. The researchers employed distinct methodologies and approaches to conduct an in-depth investigation of this research study. The descriptive method was the research design that the researcher used. The study was conducted in Metro Manila, with a total of 385 respondents. The instrumentation and statistical treatment utilized in the study included descriptive analysis, mean and standard deviation, test of significance difference, correlation measures, and predictive analysis. The study revealed that the demographic characteristics of the participants exert a considerable influence on the determinants of e-commerce courier services that impact consumer buying behavior and satisfaction levels. The findings of the study revealed that the dimensions of tangibility, reliability, responsiveness, and assurance of delivery services have a significant effect on both consumer satisfaction and purchasing behavior. Nonetheless, the research revealed that there was no statistically significant disparity in the way consumers perceived delivery service, consumer satisfaction, or purchasing behavior. This implies that there may be divergent preferences and priorities among distinct demographic cohorts regarding e-commerce courier services. The study provides recommendations for consumers, e-commerce businesses, future researchers, and national and local governments to enhance online shopping experiences and minimize risks.

Physical activities in Hong Kong kindergartens: A content analysis of the Quality Review reports

In Hong Kong, the Education Bureau (EDB) is responsible for the quality assurance of kindergarten education services. EDB inspectors regularly conduct school visits to monitor kindergartens’ performance and publish a Quality Review (QR) report for each kindergarten. Given the limited research on pedagogical practices pertaining to physical activities in Hong Kong kindergartens, the current study analyzes the content concerning this learning area in the QR reports. We analyzed 164 QR reports (published between 2017 and 2020) according to four analytic dimensions: (1) Overall presence of content pertaining to physical activities; (2) References to specific forms of physical activities; (3) Positive feedback; and (4) Negative feedback and recommendations. The presence of physical activities in the QR reports was found to be low (5% on average). EDB inspectors alluded to physical activities generically, not specifying the motor skill(s) at hand. Both positive and negative feedback focused primarily on matters pertaining to the time of exposure to physical activities and teachers’ pedagogical quality. Our evidence suggests the existence of potential gaps between Hong Kong’s kindergarten policies and actual physical activity practices. Further professional development seems necessary to strengthen both teachers’ pedagogies and inspectors’ understandings of physical activities.

Literature Review: Penerapan Teknologi Informasi dalam Meningkatkan Kualitas Pelayanan Publik

The number of complaints submitted by the public about the poor process of public services provided is a problem that must be immediately addressed by the Government. Along with the current advances in information technology, many institutions or agencies have begun to overhaul work systems in order to improve the quality of service to the public. This research aims to identify the application of information technology in improving the quality of public services. This research uses descriptive qualitative methods and the research sources used are secondary data, namely studies of literature, articles, journals, regulations, and sites on the internet related to this research. Validity data in study using triangulation. This study uses the theory of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. The findings of this study are that the application of information technology in improving the quality of public services has not fully run optimally, this can be seen from the dimensions of physical evidence (tangibles) that have not utilized digitalization in optimizing technology so that it requires space and storage space to store files and documents that are increasingly mounting. reliability in technology-based services, information and communication networks is very dependent on the weather, because if there is heavy rain or thunderstorms, the quality of the network becomes weak and even stops so that the process of administering (managing and processing) data becomes slow and can cause inaccuracies, power responsiveness is still not optimal because the services provided are still slow and require a long time

Reprint of: Instilling the core tenets of hospitality in healthcare services: The role of service assurance and social presence

The rising elderly population around the globe together with an improved life expectancy is driving demand for effective healthcare. As healthcare technologies become increasingly innovative, various types of connected devices have been developed in order to provide high-quality healthcare services. The research question of this study is whether the presence of such devices and perceived assurance affect the satisfaction of the health service recipient. This study focuses on homecare services for elderly people and explores the effect of social presence by machines vs. humans and service assurance by machines vs. humans on customer satisfaction. This study found that using connected devices does not significantly impact customer satisfaction with the healthcare service provider. The findings of this study highlight the importance of perceived service assurance levels as well as social presence delivered by humans for homecare services.

Evaluation of Administrative Support Services for Quality Assurance in Higher Education: Empirical Review

Administrative support is concerned with the provision of secretarial and administrative services to students, faculty, and other customers of educational institutions. In effect, any assistance provided by administrative staff to students and faculty that benefits the institution's overall well-being constitutes an administrative support service. Despite their complementary role in the teaching and learning process, it appears from the literature that administrative support services receive little attention when it comes to students’ evaluation of university services for quality assurance. This article reviews digitally available scholarly research on administrative support services in higher education. The purpose of the review was to justify the inclusion of administrative support in students' evaluations of university services for quality assurance. To do this, the study reviewed scholarly works on administrative support services in higher education. In all, 43 research articles were analyzed in terms of six criteria, namely 1) nature of administrative support in higher education 2) administrative support as service 3) customers of higher education administrative support 4) quality as necessity in administrative support 5) justification for quality assuring administrative support service 6)justification for use of students’ to evaluate administrative support services. The study found that administrative support and teaching services have a direct symbiotic relationship. Quality assurance of teaching services without the same being done for administrative support services does not provide a complete picture of the overall service quality and well-being of higher education. Again, the study found that a lot of resources go into the recruitment and maintenance of administrative staff. To ensure efficiency effectiveness and accountability of this staff, there is the need for frequent evaluation. The study recommends periodic student satisfaction surveys to ascertain students’ level of satisfaction with administrative support services.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank CIMB Niaga Cabang Mataram

The purpose of this study was to examine the effect of service quality, namely tagible, empathy, reliability, responsiveness and assurance on customer satisfaction at Bank CIMB Niaga Mataram Branch. The sampling technique used purvosive sampling and obtained 50 customers. Data analysis techniques use the classic assumption test and hypothesis testing. The results of the study using the t test show that partially the responsiveness and assurance variables have a significant effect on customer satisfaction. While the variables of tangibles, emphaty and reliability partially have no effect on customer satisfaction. The results of testing the hypothesis using the F test show that the variables of tangibles, emphaty, reliability, responsiveness, and assurance simultaneously affect customer satisfaction.

Global assessment of FSC forest management certification auditing through analysis of accreditation reports

One important initiative to incentivise improvement of forest management that could help maintain forestry as a feasible land use while realising socio-environmental and economic benefits is forest management certification. The most prominent scheme is the Forest Stewardship Council (FSC) that started implementation in 1994. FSC certification relies on two mechanisms to assess conformance with its standard: auditing of management practices based on agreed-upon principles, criteria, and indicators; and accreditation to assess the quality of the audit process. Addressing the scant research on outcomes of accreditation activities, the goal of this study is to examine the findings raised against Certification Bodies (CABs) by Assurance Services International assessors during their accreditation evaluations regarding the quality of auditing FSC forest management certification around the world. The content of all 141 publicly available assessments reports elaborated between 2013 and 2019 was analysed and the 454 identified findings (i.e., non-conformities and opportunities for improvement) were categorised utilising an innovative framework based on key desirable attributes of the audit process to capture certification-related changes on-the-ground. Europe and Asia have seen the largest number of accreditation efforts through the study period, but no differences among regions were identified in terms of the mean number of findings per assessment. The results indicate a possible lesser effectiveness of the compliance assessments when compared with the witness assessments. Accreditation activities allow to capture major failures in essential audit-related activities: auditors’ decisions, ability of auditors to collect, interpret, and synthesise evidence, as well as making reports publicly accessible. Availability of information regarding accreditation processes and the analysis of the accreditation reports can assist in grounding learning processes to improve accreditation activities and the practice of forest management auditing. The accumulated experiences can have positive consequences for forests, as well as beyond forestry, due to the broad coverage of certification labels across sectors and commodities.

THE IMPACT OF SUSTAINABILITY REPORTING PRACTICES ON EARNINGS MANAGEMENT IN LISTED COMPANIES IN SRI LANKA: PRE & DURING THE COVID-19 SITUATION

This study aimed to evaluate the impact of sustainability reporting practices (SRP) on the Earnings Management (E.M.) of companies that are listed on the Colombo Stock Exchange (CSE) in pre and during the Covid-19 situation under the best sustainability ratings 2021. The population under consideration in this research is the total number of companies selected for the best sustainability ratings in 2021. The study population comprised 66 companies, including financial and non-financial companies listed under the Colombo Stock exchange. The random sampling method is used for selecting the study sample. The sample comprises 45 non-financial companies in Sri Lanka that reported SRP disclosure information for six years during 2016-2021. This research used secondary data from the financial, annual, and sustainability reports issued by the companies. The independent variable is SRP, which consists of economic, environmental, and social indicators. The disclosure index of Sustainability reporting guidelines from GRI G4 and finally developed the sustainability reporting disclosure index (SRDI) use for him. The dependent variable is E.M., measured by discretionary accruals calculated using the Modified Jones Model. Descriptive statistics and panel regression analyses were used to analyse the information in the reports to recognise the impact of SPRs on E.M. Research results suggest that there is a significant negative impact of SRPs on E.M. practices in pre and during the Covid-19 period. Indeed, research evidence shows that companies with higher SRPs are less prone to advance E.M. practices. This study’s findings indicate that all stakeholders can use earnings management practices and sustainability reporting disclosures as sources of information when making decisions. The outcomes of this research show that non-financial sustainability reporting information disclosures are linked with the financial details published by the firm, specifically in earnings management. The study’s other implication is the importance of developing businesses for sustainability reporting disclosure and giving an assurance service for that purpose.

Kepuasan Pasien Terhadap Pelayanan Di Apotek Y Kota Bukittinggi

Pharmaceutical service is a direct and responsible service to patients related to pharmaceutical preparations with the aim of achieving definite results to improve the patient's quality of life. Pharmacy is a certain place, where pharmaceutical work is carried out and distribution of health supplies to the community. The purpose of this study was to measure consumer satisfaction with the dimensions of reliability, responsiveness, assurance, empathy, and appearance of pharmaceutical services at the Y pharmacy in Bukittinggi. This type of research is descriptive, namely by using a questionnaire sheet as a research instrument and then calculating the average percentage of consumer satisfaction and classifying it. Based on the results of research conducted on 100 respondents, it can be concluded that the level of satisfaction with the reliability dimension is 83.70%, the responsiveness dimension is 80.43%, the guarantee dimension is 77.75%, the empathy dimension is 78.41% and the dimensions of tangible facilities are 77.80%. So that the average level of consumer satisfaction with pharmaceutical services at the Y pharmacy in Bukittinggi as a whole is 79.618% with the classification being Satisfied.