Service Counter Research Articles

Chatbots adoption intention in public sector in Malaysia from the perspective of TOE framework. The moderated and mediation model

Purpose This paper aims to investigate the motivating factors for Malaysian governmental agencies (MGAs) to embrace chatbot technology. Design/methodology/approach Based on the technology-organisation-environment (TOE) framework, using purposive and snowball sampling techniques, 262 online data from the MGA top management were gathered. Smart PLS4 was employed to test the hypotheses of the study. Findings The findings demonstrated positive relationships between technological readiness (TR), big data analytics (BDA), organisational readiness (OR), organisational learning capabilities (OLC) and governmental policies (GP) concerning chatbot adoption intention and also the relationship GP with OR. A mediating effect was also observed, which indicated the OLC role in positively mediating BDA, the OR role in positively mediating OLC and the OR role in positively mediating GP with OR and OLC as sequential mediators in the relationship between BDA and chatbot adoption intention. Furthermore, the presence of citizen demand (CD) strengthened the relationship between TR, OR and chatbot adoption intention. Research limitations/implications This study was limited to Malaysian federal government agencies who still not adopting Chatbots. Practical implications The findings offer valuable insight into factors affect the adoption of chatbots among Malaysian government agencies. Stakeholders, including department heads, can use these findings to strategically enhance counter service by promoting chatbot adoption. Originality/value The study demonstrated that the TOE framework was effective in identifying the factors contributing to the decision-making process for adopting chatbots across MGAs. Organisational readiness and organisation learning capability was found to sequentially mediate the relationship between big data analytic and intention to adopt chatbot. Citizen demand was found to have moderation effect on the relationship between organisational readiness and technological readiness towards the intention to adopt a chatbot.

Legal Remedies For Applicants For Land Registration Due To Inheritance That Has Been Distributed Inheritance But Rejected By The Land Office (Study In Blitar Regency)

The inheritance is agreed to fall to one heir, then the registration of the transfer of rights to the land can be directly made to one heir who has been determined. However, the fact that the land registration that must be taken by the heirs is different from the rules listed in Article 42 paragraph (4) of PP No. 24 of 1997. The Land Office does not accept applications for registration of transfer of inheritance as stipulated in Article 42 paragraph (4) PP land registration, so that the registration of the land must be registered first to all heirs, after which a deed of Division of Joint rights (APHB) is made for the refusal, of course, there will be legal consequences for the applicant. The problem in this study is a legal remedy for applicants for land registration because of inheritance that has been the division of inheritance but rejected by the Land Office and how the legal protection for applicants for land registration because of inheritance that has been the division of inheritance but rejected by the Land Office. This type of research is normative legal research. The method of approach uses a legislative and conceptual approach. Data sources come from primary and secondary sources of law. The results of this study indicate that legal remedies for applicants for land registration due to inheritance that has been the division of inheritance but rejected by the Land Office the factors that affect the inadmissibility of the registration of the transfer of land rights due to inheritance based on APHW are ignorance of service counter employees about the rules of registration of the transfer of land rights due to inheritance based on APHW, namely Article 42 paragraph (4) of Government Regulation No. 24 of 1997 on Land Registration. There has been no direction from the superior to the Front Office related to the National Land Agency circular on instructions for registration of transfer of Rights due to inheritance, probate grants and distribution of rights with B/HR number.02/1012/IV / 2023 dated April 13, 2023. Alternative efforts that can be made by the parties so that the registration of the transfer of rights due to inheritance based on APHW can be applied, can be done by a notary/PPAT or from the applicant himself. Efforts that can be done by a notary/PPAT one of them by filing a complaint related Land Office.

Usulan Model Sistem Antrian pada Wisata Umbul Pelem dengan Pendekatan Teori Antrian dan Simulasi

The tourism sector in regional development, especially in Klaten, contributes significantly to income through various tourism potentials. The Klaten regional government is trying to increase this potential by developing facilities, providing comprehensive information, and increasing accessibility. The development of information and communication technology also encourages innovation in the tourism system. Apart from that, this study also highlights the phenomenon of queuing at public service facilities, such as in Umbul Pelem, which is caused by an imbalance between the number of customers and service capacity. With an average of 20 customers per day and a service time of 5-10 minutes per person, the system currently uses two service counters.

Analysis Of The Effectiveness Of Bpjs Health Implementation In Marbau Puskesmas: Balance Between Access And Service Quality

The aim of this research is to see whether there are still problems in the form of public complaints about the quality of health services which are less than optimal in terms of patient efficacy towards the public services provided. This ineffectiveness can be caused by the unreliability of Puskesmas staff, lack of attention, and lack of empathy in treating patients. Researchers in this study will use qualitative research methods. In general, qualitative methods are used because the existing problems are still unclear, holistic, complex, dynamic and full of meaning, so it is not possible to collect data about social situations using quantitative methods such as tests, questionnaires and interview guides. The findings of this research include: First of all, the issues raised in this research relate to the processes involved in providing BPJS services in accordance with standard operating procedures. Second, the convenience of services offered by health facilities is very good, but the problem is the long queues that have to be waited at the counter and during examinations by doctors. The third consideration is the availability of health services offered by community health centers which are considered health facilities. In terms of human resources, the current availability of health services is still inadequate, however, informants currently state that the services provided to them are quite good. Other factors that contribute to the efficiency of BPJS patient health services are that the services are provided free of charge, the services and treatment are consistent, the inpatient services are complete, and the location is strategic. Meanwhile, the challenges currently faced are a lack of medical personnel, lack of counter service, long queues in examination rooms, as well as a lack of drivers and ambulances for health facilities.

Pengaruh Kualitas Pelayanan Petugas Check-In Counter KNP Kokapura terhadap Kepuasan Penumpang Maskapai Wings Air di Bandar Udara Internasional Jendral Ahmad Yani Semarang

General Ahmad Yani Semarang International Airport (SRG) is an airport located in the city of Semarang. KPN Kokapura Ahmad Yani must pay attention to services and facilities in the Check-In Counter area because they can affect passenger satisfaction. The main objectives of this research are as follows: 1) to find out whether there is an influence on the service quality of KPN Kokapura Check-In Counter officers on passenger satisfaction with Wings Air at Jendral Ahmad Yani International Airport Semarang and 2) to find out how much influence the Service Quality of Check-In Officers has. KPN Kokapura Counter on Wings Air Passenger Satisfaction at Jendral Ahmad Yani International Airport, Semarang. This research method uses quantitative methods. The number of samples in this research was 100 respondents. The respondents in this research were Wings Air passengers at Ahmad Yani International Airport, Semarang. The sampling technique in this research uses a Non-Probability Sampling technique with a Purposive Sampling approach, namely a sampling technique based on certain criteria that will be used as samples. Data analysis techniques use data management and drawing conclusions. The research results show that the significant value is 0.000<0.05 and the calculated t value is 3.604>t table value 1.660, which means that there is a positive influence on the quality of the KPN Kokapura Check-In Counter service on the satisfaction of Wings Air airline passengers at Jendral Ahmad Yani International Airport, Semarang. Based on the R square (R2) value of 0.117. shows that the Check-In Counter officer's service quality variable has an effect of 11.7% on passenger satisfaction. Meanwhile, 88.7% is explained by variables other than the independent variables in the research.

Analisis Kualitas Pelayanan Petugas Check-In Counter Pada Maskapai Citilink PT. Gapura Angkasa Di Bandar Udara Internasional Zainuddin Abdul Madjid Lombok

With the increasing number of airlines, competition in passenger growth and retention has become increasingly tight. Citilink, one of the leading airlines, understands the importance of providing the best service to its passengers, especially during the check-in process before flights. This research aims to analyze the quality of service provided by check-in counter staff at Citilink, particularly at PT. Gapura Angkasa at Zainuddin Abdul Madjid International Airport, Lombok.Through qualitative research methods including observation, interviews, and documentation, this study aims to understand the level of satisfaction and identify areas for improvement in the check-in counter service. Findings indicate that Citilink has implemented various strategies to enhance passenger experience, including the use of automated information systems and routine training programs for staff. The services provided adhere to established SOPs, demonstrating the airline's commitment to providing consistent, professional, and standards-compliant service.

Quality of Financial Services Fund Distribution and Bank Channeling at PT. Pos Indonesia KCU Surabaya

Currently the existence of PT. Pos Indonesia as a postal service provider is increasingly under threat because there are competitors who also provide similar services such as courier and logistics services and there are also quite a lot of assessments indicating dissatisfaction with the services provided. This fact encouraged PT. Post to continue to improve the quality of postal services, especially in financial services, Fund distribution and Bank channeling, so that it can continue to compete with competitors providing other courier and logistics services. The aim of the research is to describe the quality of Fund Distribution and Bank Channeling financial services at PT. Pos Indonesia (Persero) main branch Surabaya 60000. The type of research is descriptive qualitative. Data collection techniques through observation, interviews and documentation. Data analysis techniques include data collection, data reduction, data presentation and drawing conclusions or verification. The theory used is the service quality theory of Zeithaml, Parasuraman and Berry (1990) (Hendrayady et al., 2020) which consists of: Tangible, Reliability, Responsiveness, Assurance, and Empathy). The research results show that the quality of financial services, Fund distribution and Bank channeling at PT. Pos Indonesia (Persero) Main Branch Surabaya 60000 can be said to be good because it provides a sense of comfort and satisfaction to service users. However, there are still several shortcomings related to the fact that there are still employees who do not use identification cards and queue numbers that are rarely used at bank channeling service counters.

Is it all about fun? Self-service technology acceptance in Germany

ABSTRACT The introduction of self-service technology (SST), particularly self-checkout and self-scan services, has gained increasing attention from German retail. But to date, end-customer SST use has not developed extensively. The majority of German customers still prefer to use the traditional checkout service counter. The purpose of this paper is to explore how trust, fun, and usefulness can attract inexperienced prospective adopters and experienced customers to use SST. For this, our study investigated the intention to use an SST as a holistic system (self-scan and self-checkout) and considered trust in the SST technology for the first time. Also the interplay between fun and perceived usefulness has not been investigated before. The data were collected using an online questionnaire and in front of a German hypermarket that offers SST. The sample (n = 222) consists of both inexperienced and experienced customers. The data were analyzed using structural equation modeling in SmartPLS4. Results demonstrate fun is a decisive factor for a holistic SST system that incorporates the task of self-scanning and self-checkout. This also holds for trust and perceived usefulness. With regard to experienced and prospective users, the results show different effects in the importance of both groups. Fun is crucial for prospective users. For experienced users, benefits and trust become more important for long-term usage. Trust is an essential aspect for both user types. Managerial implications are discussed.

Are Caregivers' Feeding Competence and Autonomy Associated with Healthier Restaurant Food Purchases for Their Child at Fast Food or Counter Service Restaurants? A Cross-Sectional Study in a Diverse Sample of U.S. Caregivers.

This study examined the cross-sectional relationship between caregivers' perceived competence and autonomy (as defined by the Self-Determination Theory) and their fast food or counter service restaurant food purchases (side dishes, beverage, and dessert) for their child. A U.S. national convenience sample of caregivers with at least one 3-12-year-old child completed an online survey with questions adapted from the Intrinsic Motivation Inventory that measured perceived competence and autonomy for feeding fruits and vegetables and limiting sugar-sweetened beverages (SSBs) and desserts. The survey included four questions asking about their fast food or counter service restaurant food purchases (side dish, beverage, and dessert). We applied logistic and multinomial logistic regression models to examine the associations between competence or autonomy and restaurant orders. Competence and autonomy were associated with ordering fruits and vegetables as side dishes (OR [95% CI], 1.14 [1.06, 1.24] and 1.09 [1.03, 1.14], respectively). However, higher competence was also associated with ordering desserts at restaurants and higher autonomy was associated with lower odds of ordering water. These findings will inform interventions and programs that aim to support caregivers' psychological needs, like competence and autonomy, to promote supportive environments and healthier restaurant purchases for their children.

The moderating role of government support in chatbot adoption intentions among Malaysian government agencies

PurposeThis study aims to use a survey to examine the factors encouraging Malaysian government agencies (MGAs) to adopt chatbots, which are a new artificial intelligence technology.Design/methodology/approachThe minimum sample size was 98 according to the complexity model, and the respondents were top MGA management personnel. The questionnaire was emailed to all MGAs, and data were collected using snowball sampling in the technology–organization–environment (TOE) framework. Out of 348 top management personnel contacted, 341 agreed to participate in the study.FindingsTechnology readiness (TR), organizational readiness (OR) and citizen demand were all positively related to chatbot use intention. Government support (GS) strengthened the relationship between OR, TR and chatbot adoption intentions. The findings demonstrated the ability of the TOE framework to ascertain the factors influencing MGA chatbot adoption.Research limitations/implicationsThis study was limited to Malaysian federal government agencies.Practical implicationsThe findings provide useful information for a better understanding of factors influencing the adoption of chatbots among Malaysian government agencies. Related parties, such as the head of department, could use these findings to plan further action to empower counter service by integrating chatbot adoption.Originality/valueThe study revealed the capability of the TOE framework to identify the factors influencing the decision to adopt chatbots among Malaysian government agencies. GS was found to have moderation effect on the relationship between OR and TR toward the intention to adopt a chatbot.

Cloud Assisted IoT-Operated Small Residential Microgrid with Collusive Model Approach for Energy Trading

This article explores a strategic approach for an energy-self-sufficient and economically sustainable small residential community, powered by rooftop solar photovoltaics. This community plays the role of a microgrid (MG) with a microgrid operator (MO). It operates in two distinct modes: within the MG (peer-to-peer or P2P) and with the utility grid. The P2P transfer is experimentally performed with open-source Internet of Things (IoT) applications from the cloud. This will enable a low-cost MG operation for developing countries. Residents from the community are elected considering their support towards community welfare, and they are considered as delegates. The MO with delegates, control the energy transfer operation. This approach distributes generated energy among community members at low prices if there is energy demand, minimizing carbon footprint. The action of selling energy by a prosumer during the need of fellow resident is considered as the token of social service towards the community. A social service counter (SSC) is chosen to identify services for each prosumer in the MG. When a seller sells energy within the community, the SSC increases. This count rewards the prosumer in several ways. MO only allows prosumers to participate in energy trading with the grid during the high-demand hours of the day. Delegates play an essential role in protecting the community's interest while selling energy outside the community. They try to form a coalition among participants to reduce installation costs and maximize the cumulative payoff. A comparative study between the proposed coordination game and two competitive game approaches, namely Cournot and Stackelberg's algorithm in the restricted domain, reveals that the proposed method is well suited for a small residential MG. Shapley value is a tool that identifies each delegate's contribution during the game. The paper employed this method for the overall coordination game to identify the most acceptable payoff for individual players.

BUREAUCRATIC BEHAVIOR AT THE LICENSING SERVICE OFFICE IN THE INTEGRATED LICENSING AND INVESTMENT OFFICE OF MAKASSAR CITY

This study addresses issues related to bureaucratic behavior, specifically examining the cultural, design, and structural aspects, as well as the aspects of organizational human resources policy in the context of licensing service practices at the Integrated Licensing and Investment Office in Makassar. Employing a descriptive research approach with a qualitative case study method, data collection involved in-depth interviews with various informants, direct observation at the research site, and a review of relevant documentation. The findings indicate that in terms of organizational culture, there is a perceived inclination towards a culture similar to other government agencies. Additionally, organizational culture is influenced by cultural acculturation or external factors, especially if it benefits the organization, such as through regular daily and monthly meetings. In the aspects of structure and design, the work organization is formally divided and grouped into service counters and technical teams, reflecting a design identical to mechanical organizational design. Regarding human resources policy and practices, special attention is needed, particularly in addressing issues such as inappropriate employee recruitment and the capacity building of personnel, which is still awaiting an invitation from the central government. The study also emphasizes the importance of maximizing the IKM Survey (Community Satisfaction Index) for comprehensive insights.

Pengembangan Sistem Antrian Dinas Kependudukan dan Catatan Sipil (DisDukCapil) Samarinda

Samarinda, as one of the major cities in East Kalimantan, faces challenges in public services, particularly in the Civil Registry and Population Office (DisDukCapil). The issue involves queues at service counters, impacting service efficiency for residents. The increasing population and the complexity of population administration contribute to the complication of the situation. We employed a prototype method to address this issue by involving developers and clients in the development process. Stages include needs analysis, design, prototype creation, evaluation, validation, and implementation. The community service's conclusion emphasizes the importance of identifying and analyzing the previous system to guide the development of a queue system that meets user needs, providing an effective solution, and enhancing service quality.

Optimizing the counter service based on linear programming and queue theory

With the progress of the social economy, the pace of people's life and work is accelerating, and queuing has gradually become a key factor affecting the service level and quality of enterprises. Although the queuing problem has been gradually optimized, there are still some problems such as queue congestion and confusion, inadequate work of staff, and low efficiency. It can be seen that effective measures have been taken to properly solve the queuing problem in China's service industry and other industries. This paper is aimed at using the method that combined linear programming with queue theory to develop 3 steps to optimize the manpower scheduling problem for a real-world situation. A case study of the local government service counter is provided. After applying our model to the case problem, we have achieved three goals: to reduce the number of staff to a more accurate state. Our research finds that there exist some real problems with the service like their service rate is a bit low and needs to improve. In addition, this model has application value for a wide range of other fields, such as banks, post offices and other scenarios.

Grounded theory approach on audio-visual perception of users in the restaurant environment

This study aims to investigate the occupants' auditory and visual perception based on varying spectral characteristics of the soundscape in restaurant environment at Bilkent University, Türkiye. The study hypothesized that the sounds generated from background activity evoke a negative perception, whereas human-generated sounds positively affect users. It also hypothesized that there is a linear correlation between sound's spectrum and the negative soundscape and that users sitting adjacent or facing the buffet counter experienced negative soundscape compared to those sitting adjacent or facing the windows with an outside view. To analyze the users' perception of soundscape and visual environment, measurements were taken from other locations based on their auditory and visual differences due to the ceiling heights, the distance between the tables, and their distance from the buffet service counter. Volunteers were interviewed using semi-structured questions, and their responses were evaluated through a grounded theory method via ATLAS. Additionally, the volunteers were requested to complete a questionnaire based on Method A for each location and throughout the experiment. The results showed that the auditory perception of the users does not only depend on sound levels since the responses towards sound sources and sound levels change depending on the audio-visual characteristics of the space.

Importance of the human factor in user satisfaction with local government office counter services: on-site survey of Higashihiroshima city hall users

This study empirically investigates the major factors determining user satisfaction with counter services at local government offices in Japan. Data were collected via on-site surveys on user satisfaction with the local government office counter services using an original three-category questionnaire scale tailored to fit local administration characteristics in Japan. A total of 1000 questionnaires were distributed at the city hall during August 23–26, 2021; a total of 537 valid responses were received (response rate: 53.7%). Regression analysis indicated that the independent variables of category C (service delivery) were the most influential, followed by the B (human-related factors) and A (office hardware) categories (adjusted R2 value: 0.58). Results showed that the human factor is a key factor in counter service in terms of user satisfaction. The human factor was found to be a statistically significant explanatory variable in two on-site surveys at Higashihiroshima City and Internet surveys of ward office users in Osaka City and the Tokyo Metropolitan Area. These findings align with the conclusions of implementation research, which first emerged in the 1970s. For instance, street-level bureaucracy research has highlighted the importance of frontline administrative officials. For service delivery (C), identified as the most important factor, promptness of service delivery and a short waiting time do not necessarily affect user satisfaction positively. Moreover, this study identified two important factors for the counter-staff responses and human-related factors category: (1) speed with which the attending counter clerk speaks and (2) atmosphere and kindness of the attending counter clerk.

Pengaruh Kualitas Pelayanan Check-In Counter Terhadap Kepuasan Pelanggan Maskapai Wings Air di Bandar Udara Rahadi Oesman

The quality of service provided at the Check-in counter is an important factor that affects passenger satisfaction to choose an airline. The quality of service at the Check-in counter includes speed of service, friendliness of officers, availability of necessary information, clarity of procedures, and quality of facilities and equipment provided. The quality of service at the Check-in counter can affect the image and reputation of the airline in the eyes of the public. If the quality of service at the Check-in counter is poor, passengers tend to give negative reviews and potentially damage the image of the airline. This study aims to determine whether there is an influence and how much influence the quality of Check-in counter service on customer satisfaction of Wings Air at Rahadi Oesman Ketapang airport. This study used quantitative methods, with sampling techniques in this study using Purposive Sampling techniques. The data collection technique uses a questionnaire with measurements using the Likert scale. The results of the study show that the quality of Check-in counter service affects passenger satisfaction. This can be proven by the results of significant values of 0.00 < 0.05 and T Test 13,596 > 1.661. The value of the Coefficient of Determination (R2) is 0.654 This means that the relationship between the independent variable and the dependent variable is 65.4%..

Binjai Train Ticket Counter Queue Simulation Using Weibull Service Distribution

This research aims to improve the efficiency of train ticket counter services at Binjai Station through the use of Weibull service distribution-based queuing simulations. Long queues and excessive waiting times are often problems at many train stations, and this research aims to address these problems.This study collects queuing data from train ticket booths at Binjai Station over a certain period and analyzes them to identify existing queuing patterns. The Weibull service distribution was chosen as the appropriate model to describe the ticket counter service time, because this distribution has the flexibility to handle variations in service time well. Queue simulation is carried out using simulation software that models the queuing process at the train ticket counter. Weibull distribution parameters are integrated into the simulation to predict service time at the ticket counter. In this simulation, various scenarios and strategies for improving service efficiency are evaluated to identify the best alternative that can be implemented at Binjai Station. The results of this study will provide guidance to the management of the Binjai train station in making decisions regarding increasing the efficiency of ticket counter services. By optimizing service time and reducing customer waiting time, it is expected to increase customer satisfaction and operational efficiency of train stations.

Marketing Management of The Principal in An Effort to Increase the Number of New Students in Madrasah Aliyah Nurul Iman Singkut

This study aims to analyze the role of school principals in school marketing management in order to increase the number of new students. Principals play an important role in developing effective marketing strategies to attract prospective students and parents. This research will involve school principals, teachers, students, and student guardians as respondents. The research method used is qualitative research. Data collected using observations, interviews and documentation. Meanwhile, data analysis was carried out using data reduction, data presentation, and verification. Efforts made by madrasa heads to increase the number of new students involve several steps, such as market analysis, understanding competition with other educational institutions, financial analysis, forming marketing teams or committees, and implementing marketing strategies through various methods such as promotion through print media, optimizing relations with educational institutions and other institutions, as well as word of mouth promotion. Apart from that, service counters were also made, and information was provided to the public about the absence of registration fees and tuition fees. The process of supervising the implementation of activities is carried out through weekly evaluation meetings and directions to team members and teachers. The results of marketing management carried out by the head of the madrasa show that the community in general feels the presence of Madrasa Aliyah Nurul Iman Singkut and the good contribution it makes to the surrounding environment. The marketing efforts undertaken have also succeeded in improving relations with stakeholders. Even though marketing management has been well implemented, the increase in the number of new students at Madrasah Aliyah Nurul Iman Singkut is still not significant due to certain factors that become obstacles, such as competitors in educational institutions, limited budgets, limited facilities and infrastructure, and limited human Resources. on the other hand.

The Influence of Super Air Jet Check-In Counter Service Quality on Passenger Satisfaction at Sultan Thaha Airport Jambi

In achieving the success of a company providing maximum service is one of three aspects that must be carried out by a company. Three aspects that must be prioritized are safety, security and service. A company engaged in the service sector, service user satisfaction is an absolute requirement that must be presented to gain the trust of service users. Providing satisfaction to passengers is a form of airport service with the aim that passengers enjoy comfortable, safe and timely air travel. The case that the researcher got from an article on the pre-flight service of Super Air Jet airlines, namely at the check-in counter section, is a form of passenger dissatisfaction with the services provided by the airline. The purpose of this study was to determine the effect of service quality check-in counters of Super Air Jet airlines on passenger satisfaction and how much influence this airline has on passenger satisfaction. Data collection was carried out by distributing questionnaires in quantitative research using purposive sampling techniques and a sample of 100 respondents. Using SPSS 15, Descriptive Analysis, Simple Classical Assumption Test, and Hypothesis Test were used for data analysis. Based on the results of the study, it shows that the tcount value is 8.657 ttable is 1.660, so the hypothesis Ha is accepted. This shows that the independent variable (check-in counter service quality) has an effect on the dependent variable (passenger satisfaction) on the Super Air Jet airline at Sultan Thaha Jambi Airport. The R Square value of 0.433 indicates that the variable Quality of check-in counter service has an effect of 43.3% on the variable passenger satisfaction of Super Air Jet airlines at Sultan Thaha Jambi Airport.