Service Guarantees Research Articles

INFLUENCE OF SERVICE QUALITY AND EMPLOYEE PERFORMANCE TOWARDS CUSTOMER SATISFACTION IN USING LOAN SERVICES AT THE MANADO PAWNSHOP OFFICE

This research aims to analyze the influence of service quality and employee performance towards customers' decisions in using lending services at the Manado Pawnshop Office. This research is important considering the strategic role of Pawnshop as a financial institution that provides collateral-based lending services. Data was collected through a survey of 150 customers who used lending services at the Manado Pawnshop Office. The analytical method used is multiple linear regression analysis to measure the influence of service quality and employee performance on customer decisions. The research results show that service quality has a significant positive influence on customer decisions. This indicates that aspects such as reliability, responsiveness and good service guarantees increase customer satisfaction and encourage them to use lending services. Apart from that, employee performance has also been proven to have a significant positive influence on customer decisions. The performance of employees who are professional, responsive and knowledgeable about Pawnshop products is a determining factor in customer decision making. The conclusion of this research is that both service quality and employee performance are key factors that influence customers' decisions in using lending services at the Manado Pawnshop Office. The practical implication of these findings is that Pawnshop needs to continue to improve service quality and employee performance to maintain and increase customer trust. It is hoped that this research can contribute to literature related to service management and human resource development in the financial sector.

Characteristics and social significance of the civil service

The article is devoted to the problems of the categorical apparatus of the civil service in Ukraine. The civil service in our country is recognized as one of the most important institutions in the formation and development of Ukrainian statehood. It is from this institute that the quality of functioning of the social and political system as a whole and the solution of multifaceted tasks and functions of the modern state depend. Civil service has the greatest influence on the development of constitutional and legal formations and is the basis of state construction. It is argued that the civil service is a complex and multifunctional, legal and political institution, the essence of which is the performance by officials who are endowed with high professionalism, act in a complex relationship and in close interaction both among themselves and with other systemic entities, political forces, by public organizations and citizens, tasks and functions of the state within the legal field and in accordance with the authority granted to them to create social benefits, further development of social well-being and stability in the state. The most important features of the civil service are highlighted: the content of the civil service is an activity aimed at the practical implementation of tasks and functions of the state (analysis, development and implementation of state policy, ensuring the provision of affordable and high-quality administrative services, etc.); the public nature of this activity; professionalism; politically impartial character. It has been established that the priority of human rights and interests over the interests of the state should be the main feature of modern civil service. The goal of the civil service is disclosed, which consists in streamlining and increasing the efficiency of the processes of formation and implementation of state power and state administration, provided that responsibility for the performance of the powers of the position and social and economic guarantees of the civil service are combined. The main goals and tasks of the civil service have been defined in terms of ensuring the fair, effective and stable activity of state authorities in accordance with their powers and competence, aimed at protecting the rights and freedoms of people and citizens, as well as creating conditions for the development of civil society.

Out-Sourcing and Organizational Performance of Seroma Limited in Uganda

This study examines the outsourcing and organizational performance of Seroma LTD in Uganda. A sample of 66 respondents both female and male employees out of the target population of 70 of the company were used for the study. The study employed case study research. The study findings showed that the company does carry ·out outsourcing of services from third-party service providers as shown by the greater majority of respondents. The findings also showed that when it came to outsourcing management, the company was effective and thusconcluded that factors that were considered by the company before outsourcing were cost restructuring, quality appraisal, and current employee skills. Appraisal process and legal issues, stalling issues, and risk management. The study recommended that the company should carry out an appraisal of the outsourcing model that it is using which should also take into consideration the relationship the company has with the respective service providers. More so, the company should carry out a strict and vigorous appraisal process when selecting a potential outsourcing partner. This should be done in line with establishing reliability, post-transaction, service guarantees, and warranties as well as legal cover. Finally, the company should restructure its outsourcing strategy to take into account the need for productivity in Seroma since productivity is pivotal to organizational performance. Keywords: Organizational performance, Outsourced services, Outsourcing, Productivity, Strategic management

SERVICE QUALITY STUDY ON CUSTOMER SATISFACTION AT KSP ASRI BONDOWOSO

This research aims to determine the influence of service quality, namely tangible (physical evidence service), reliability (reliability service), responsiveness (response service), assurance (guarantee service) and empathy (empathetic service) on KSP Asri Bondowoso customer satisfaction. This type of research is quantitative causality research. The population in this study were all KSP Asri Bondowoso customers with a sample of 90 saving customers. Sampling was carried out using non-probability techniques. Data collection techniques were carried out using questionnaires. Data analysis was carried out using multiple regression analysis techniques. The research results show that tangible (physical evidence services), reliability (reliability services) and responsiveness (response services), assurance (guarantee services) and empathy (empathetic services) have a partially positive and significant effect on customer satisfaction

SECURITY IN CLOUD COMPUTING

By offering scalable and easily available computer resources over the internet, cloud computing has radically changed IT infrastructures all around. Ensuring the security of cloud systems remains a major difficulty even if they are used widely in many different fields. This abstract explores the intricate elements of cloud computing security including technical advancement, challenges, and methods. Data breaches, insider threats, and compliance complexities are among the main challenges; strong protections like authentication, authorization, and encryption will help to maintain data integrity and security. By redefining trust models and access restrictions in cloud systems, blockchain and zero-trust architecture are absolutely essential in increasing security. Emphasizing the importance of tying security measures with legal obligations, regulatory compliance systems such GDPR, HIPAA, and ISO/IEC 27001 set rigorous demands on cloud providers and users. Service level agreements (SLAs) help to define and explain providers' and customers' security obligations. They list procedures for problem resolution and service guarantees. This abstract ends with stressing the always shifting nature of challenges in cloud security and the pressing need of adaptive security solutions to effectively lower developing hazards. It offers a whole view that is absolutely essential for comprehending and controlling the complexity of protecting cloud computing systems.

Outage-guaranteed transmission for IRS-assisted FSO systems.

Intelligent reflecting surface (IRS)-assisted free space optical (FSO) communication can overcome line-of-sight and bring spatial diversity, which is considered to be a good complement to direct FSO links. This paper is interested in understanding the role of IRS-assisted FSO links when coexisting with direct FSO links. Due to the diverse nature of existing FSO channel models and the reliability requirements of IRS-assisted FSO systems, this paper aims to investigate the transmission problems of link selection and power configuration under the quality of service guarantee for link outage, which can be applicable to different channel models. Despite the inherent complexity of the problems, transmission schemes, i.e., sum rate transmission (SRT) and rate fairness transmission (RFT) are developed, which can achieve the respective optimal performance. Also, some insights for transmission schemes are provided. The results verify the efficacy of the proposed transmission schemes. The performance of the system may be improved by 40% and 41% for SRT and RFT, respectively.

Improving Quality of Service (QoS) in Wireless Multimedia Sensor Networks using Epsilon Greedy Strategy

Abstract Wireless Multimedia Sensor Networks (WMSNs) are networks consisting of sensors that have limitations in terms of memory, computational power, bandwidth and battery life. Multimedia transmission using Wireless Sensor Network (WSN) is a difficult task because certain Quality of Service (QoS) guarantees are required. These guarantees include a large quantity of bandwidth, rigorous latency requirements, improved packet delivery and lower loss ratio. The main area of research would be to investigate the process of greedy techniques that could be modified to guarantee QoS provisioning for multimedia traffic in WSNs. This could include optimization of routing decisions, dynamic allocation of resources and effective congestion management. This study introduces a framework called Epsilon Greedy Strategy based Routing Protocol (EGS-RP) for multimedia content transmission over WSN. The framework focuses on energy efficiency and QoS by using reinforcement learning to optimize rewards. These incentives are determined by a number of variables, including node residual energy, communication energy and the effectiveness of sensor type-dependent data collection. Experimental analysis was conducted to evaluate the effectiveness of the proposed routing strategy and compare it with the performance of standard energy-aware routing algorithms. The proposed EGS-RP achieves a throughput of 217 kbps, a bandwidth of 985 bps, a packet delivery ratio of 94.45% and an energy consumption of 32%.

TRANSFORMASI E-GOVERNMENT DALAM PERSETUJUAN BANGUNAN GEDUNG:

The aim of this research is to determine the application of e-government in building approval services through SIMBG at the Kendari City Investment and One-Stop Integrated Services Service. Researchers used descriptive qualitative research methods. There were 9 informants in this study who were determined using purposive sampling techniques. Data collection techniques through in-depth interviews and documentation studies. Building Approval Services through SIMBG at the Kendari City One-Stop Integrated Services and Investment Service can be seen from: 1) Physical evidence of the availability of good and adequate public service locations. 2) The Reliability Dimension (reliability) of the Kendari City one-stop capital investment and service department is still not in accordance with applicable regulations and SOPs. 3) Responsiveness, which is still not good, can be seen from the lack of response by employees to complaints or complaints from the public in services related to the PBG permit application process through SIMBG. 4) The insurance dimension is good, as seen from the existence of several guarantees, namely data and document security guarantees, PBG document authenticity guarantees and service guarantees. 5) Empathy, this can be seen from the lack of professionalism of employees towards applicants regarding PBG services through SIMBG.

The Study of Tourist Experience in Historical and Cultural Towns Based on Online Texts: A Case Study of Gongtan Ancient Town

This paper takes Gongtan Ancient Town of Chongqing as a case study, takes the online comment text of tourists on the websites of Ctrip and Dianping as data, analyzes the online text through content analysis, and uses ROST CM-6 software to conduct word frequency, emotion and semantic network analysis, aiming to deeply explore the tourist experience of Gongtan Ancient Town. The results show that: (1) Tourists' experience of Gongtan Ancient Town consists of five dimensions: tourist destination perception, sensory experience, physical and mental experience, tourist destination characteristic experience and service experience. (2) Natural scenery, local characteristics and service guarantee are the main tourist attractions of Gongtan Ancient Town.(3) Tourists' overall experience and perception of tourism in Gongtan Ancient Town tend to be positive emotions. Tourists' dissatisfaction mainly comes from heavy traffic jams during holidays, poor service attitude of staff and poor accommodation conditions. (4) The semantic network is divided into three levels: the core area is the tourists' objective cognition of the scenic spot name and location; The sub-core circle is the cultural cognition of the ancient town and the characteristic architecture and activity projects; The edge layer is the image characteristic cognition and tourism evaluation of the ancient town. In addition, some optimization suggestions are put forward for the existing problems of Gongtan Ancient Town. The research results not only provide a scientific basis for the tourism development and construction of Gongtan Ancient town, but also provide a reference for the optimization of tourist experience in other ancient towns.

Guarantee or inoculate? Ex ante messages against service failures

PurposeWhile many studies have focused on the effectiveness of service recovery after encountering service failure, few have considered for pre-recovery opportunities. Drawing on service guarantee research and the inoculation theory, this study examines the effect of pre-recovery strategy on customer’s satisfaction when faced with possible service failure. This study takes into consideration the uncertainty of service failure, including specific or unpredicted failures.Design/methodology/approachThree experimental studies were conducted to examine our research hypotheses, which include a total of 1203 subjects recruited from online and offline platforms.FindingsThe findings reveal that service guarantees and inoculation messages both effectively mitigate the negative consequences of a service failure. Specifically, the pre-recovery strategy is particularly effective for specific service failures. In addition, we thoroughly examined the mediating role of customer attribution.Originality/valueThis research significantly contributes to the existing literature on service research by delving into the potential positive impact of proactive measures undertaken by service enterprises. Furthermore, the findings of this research offer valuable insights for practitioners.

Countering Virtual Brand Sabotage: The Power of Informative Responses

Many disgruntled consumers who experience service failures turn to brand sabotage, by posting vindictive posts on social media platforms. Such aggressive revenge behavior has the goal of influencing others and causing harm to a firm. Vindictive posts require a response from the firm, to limit their potential negative influence on other consumers who read the posts. Three large-scale field studies and five lab experiments, including an incentive-compatible study, demonstrate that firm responses to such sabotage should focus on information (rather than empathy) because informative responses help reduce readers’ risk perceptions, prompting them to exhibit more positive behaviors toward the firm. Service guarantees can mitigate the impact of these responses. Importantly, the type of firm response only matters if the post is vindictive. For non-vindictive posts both informative and empathic firm responses working equally well. Our findings help firms to detect vindictive posts, suggest appropriate response strategies, and reveal how the risk perceptions evoked by vindictive posts can be mitigated.

REINFORCEMENT LEARNING METHOD FOR DYNAMIC ALLOCATION OF PRIORITIES IN TSN

This article explores the possibility of using reinforcement learning to dynamically assign priorities in time-sensitive networks. The presented approach purposefully optimizes the process of managing time constraints in the network. Using reinforcement learning techniques, the system independently adjusts priorities depending on the requirements of network traffic. To achieve this goal, two configu ration schemes based on TSN standards are proposed: centralized and distributed. Having considered these schemes, we will identify their limitations necessary in meeting requirements close to real time and ensuring strict quality of service guarantees, taking into account the restrictions applied to a time-sensitive environment. The work also reveals the need to use additional equipment, a centralized controller, to reallocate priorities.

A Study on Rural Entrepreneurial Behaviour and Strategies of College Students in the Context of Shared Prosperity

Rural entrepreneurship serves as a concrete manifestation of college students' active engagement in youth-building actions. Vigorously fostering a group of ambitious, dedicated, adaptable, and sustainable rural talents is not only a crucial initiative for advancing "mass entrepreneurship and innovation" but also an effective pathway for promoting the growth and success of university students, enabling them to realize their life values. Additionally, it provides substantial support for the achievement of shared prosperity. Therefore, while meeting the developmental needs of college students, attracting young individuals to actively participate in rural practices and transitioning from being "attracted" to "settling down" is an essential strategy for alleviating employment pressures and addressing the weaknesses in rural development. This study analyzes the challenges and influencing factors in the rural entrepreneurial journey of college students, delving into the behavioral logic and implementation pathways that lead to their engagement. It also proposes corresponding strategies for enhancing the "coupling degree" between college students and rural development, providing recommendations for the latter part of the discourse on college students' rural entrepreneurship. Rural areas should enhance their service capabilities, collaboratively empower and consolidate resources, and strive to provide efficient and high-quality service support for college students engaged in rural innovation and entrepreneurship. A comprehensive support system for college student rural entrepreneurship, consisting of a tripartite collaboration among the government, universities, and rural communities, and encompassing educational guidance, policy support, financial assistance, and service guarantees, should be constructed. This multi-faceted approach will foster a positive atmosphere encouraging college students to actively participate in rural innovation and entrepreneurship initiatives.

Estimating the composition ratios of network services carried in mixed traffic

Network performance management (NPM) and quality of service (QoS) guarantee are the key concerns of network operators and service providers/consumers, respectively. The basis for traffic scheduling is one of the vital elements guiding the implementation of both NPM and QoS assurance. Although traffic identification technologies can theoretically be applied to providing basis for traffic scheduling, the computational complexity caused by the flow-by-flow processing makes them unsuitable for actual large-scale high-throughput network scenarios. In this work, we introduce a new scheme to provide a basis for service-oriented NPM and QoS guarantee. The proposed scheme treats the mixed traffic as a whole and estimates the composition ratios of network services carried in mixed traffic, which makes traffic scheduling for NPM and QoS more reasonable and flexible. To estimate the composition ratios, the observed mixed traffic is expressed as a bipartite graph according to the communication relationship. Then, the bipartite graph is further projected to a multi-dimensional hyper-image based on node coding, random walking and embedding mapping. By this way, we convert the service composition ratio estimation into a problem similar to image classification and enable it to be solved by general machine learning methods like convolutional neural networks. The proposed scheme facilitates batch traffic scheduling and can reorganize the distribution of compositions of network services for each link based on given management strategies. Its computational complexity is significantly lower than that of flow-by-flow processing methods. We validate the proposed solution via real network data and evaluate its performance with some benchmark methods based on traffic identification. The experimental results show that the proposed solution can accurately infer the service composition ratios of mixed traffic with low computational complexity.

Perancangan Model Bisnis Perusahaan Training dan Consulting PT.XYZ dengan Menggunakan Business Model Canvas

PT. XYZ is a company engaged in Business Training & Consulting located in the city of Bandung. PT. XYZ was established in 2012. Currently, the company cannot achieve its annual revenue target. This is due to problems in terms of marketing such as the absence of employer partners and limited marketing activities, limited employees, to increasingly fierce business competition in similar fields. Solutions to the problems experienced by PT. XYZ can be overcome through evaluation of the current business model so that the best solution can be found from the existing problems with the role of the proposed business model. Business model design is carried out using the Business Model Canvas (BMC) method. Currently there is one customer segment served by PT. XYZ is a company located in the West Java area with revenues of more than Rp 4,000,000.00 per month and has Islamic value. Data collection was obtained from interviews with customers to find out customer profile and business model environment and questionnaires were distributed to determine SWOT by utilizing internal company resources. From the results of the data analysis obtained, a business model canvas was then designed and verification and validation were carried out. Verification is carried out with research supervisors and owners of PT. XYZ. Furthermore, the proposed business model will be designed a mockup that will be used for the validation process to the owner of PT. XYZ. The design results obtained in this study are making improvements to the customer segment block by expanding the customer segment in Indonesia, the customer relationship block by providing service guarantees, feedback facilities and service incentives, channel blocks by participating in MSME events, value proposition blocks by adding service bundling packages, service variations, services through the website so that they are easily accessible and create product substitutions, and in the key partner block of PT. XYZ can collaborate with INKINDO, the organizer of MSME events to develop their business. By implementing this proposed business model, PT. XYZ hopes to increase annual revenue targets and improve business performance to reach potential markets.PT. XYZ is a company engaged in Business Training & Consulting located in the city of Bandung. PT. XYZ was established in 2012. Currently, the company cannot achieve its annual revenue target. This is due to problems in terms of marketing such as the absence of employer partners and limited marketing activities, limited employees, to increasingly fierce business competition in similar fields. Solutions to the problems experienced by PT. XYZ can be overcome through evaluation of the current business model so that the best solution can be found from the existing problems with the role of the proposed business model. Business model design is carried out using the Business Model Canvas (BMC) method. Currently there is one customer segment served by PT. XYZ is a company located in the West Java area with revenues of more than Rp 4,000,000.00 per month and has Islamic value. Data collection was obtained from interviews with customers to find out customer profile and business model environment and questionnaires were distributed to determine SWOT by utilizing internal company resources. From the results of the data analysis obtained, a business model canvas was then designed and verification and validation were carried out. Verification is carried out with research supervisors and owners of PT. XYZ. Furthermore, the proposed business model will be designed a mockup that will be used for the validation process to the owner of PT. XYZ. The design results obtained in this study are making improvements to the customer segment block by expanding the customer segment in Indonesia, the customer relationship block by providing service guarantees, feedback facilities and service incentives, channel blocks by participating in MSME events, value proposition blocks by adding service bundling packages, service variations, services through the website so that they are easily accessible and create product substitutions, and in the key partner block of PT. XYZ can collaborate with INKINDO, the organizer of MSME events to develop their business. By implementing this proposed business model, PT. XYZ hopes to increase annual revenue targets and improve business performance to reach potential markets.

Research on the Quality Assurance of Primary and Secondary After-school Services in Guizhou under the Perspective of High-Quality Development

In the context of the “double-decrease” policy, the construction of an after-school service system for primary and secondary schools is of great significance to the creation of a good educational ecology and the return of the public nature of education, and has become an indispensable part of the development of after- school services. Given the differences in resources, there are many problems with after-school services in Guizhou Province. Through the implementation of the survey on the white list of the number of afterschool services in Guizhou Province, and comparing the data between cities, it is found that the situation in the field of after-school services for primary and secondary schools in Guizhou Province has improved after the remediation, but there are still the following quality problems: unclear rights and responsibilities of the main body of after-school services, insufficient precision of the content of after-school services, lack of after- school services funding synergy, and an imperfect evaluation system of the results of after-school services. In order to solve these problems, this study proposes the following after-school service quality measures under the guidance of the concept of high-quality development of education: constructing a mechanism for the mutual sharing of rights and responsibilities among after-school service subjects, improving the accuracy of after-school service content, adjusting the mode of after-school service funding, and improving the evaluation system of after-school service quality. These measures are designed to improve the quality and effectiveness of after-school services in Guizhou's primary and secondary schools, to achieve high-quality development of after-school services in Guizhou's primary and secondary schools with the goal of the comprehensive development of students, and to promote the progress of education in Guizhou Province. Under the background of “Double Reduction” policy, the construction of after-school service guarantee system for primary and secondary schools plays an important role in the creation of good education ecology and the return of education publicity, and it is an indispensable part of the development of after-school service. Through literature research and field research, it is found that primary and secondary school afterschool services in Guizhou Province are facing quality assurance problems such as unclear rights and responsibilities of the main body of after-school services, insufficient precision of the content of after-school services, lack of synergistic funding for after-school services, and an imperfect evaluation system for the results of after-school services. Guided by the concept of high-quality development of education, a series of after- school service quality assurance measures are proposed to build mutual sharing of rights and responsi- bilities of after-school service subjects, enhance the accuracy of after-school service guarantee contents, adjust the mode of allocation of after-school service guarantee funds, and improve the evaluation system of after- school service quality assurance, aiming to improve the quality and effectiveness of after-school services in Guizhou's primary and secondary schools, and realize high-quality development of the quality assurance of Guizhou's primary and secondary schools' after-school services, with the aim of promote the overall development of students as an important goal, so as to achieve the ultimate goal of promoting the progress of education in Guizhou Province.

Network Calculus Theory and Application: A New Graduate Course for Engineering Students

With the development of modern networks, the quality of service guarantee has become even more important than before. However, various new types of traffic and heterogeneous network architecture make it quite challenging to evaluate the quality of service, such as delay and reliability. Therefore, a novel analysis method is needed to solve this situation. Network calculus is a theory used to analyze the queueing problems in networks, which is the main content to be taught in this graduate course. Before network calculus theory is introduced, the classical queueing theory will be taught. Then, the mathematical fundamentals of network calculus, such as min-plus algebra and cumulative arrival/service process, will be introduced. Next, two branches of network calculus, i.e., deterministic network calculus and stochastic network calculus, will be introduced separately, including the definition of deterministic/stochastic arrival curve and service curve, as well as important theorems, such as delay theorem, flow aggregation theorem, server concatenation theorem. After the theoretical knowledge, practical content will be taught in two parts. First, students are encouraged to establish system models based on their graduate research topics, analyze the service guarantee of their models, and present their work in class. Second, a traffic data collection platform will be taught, and students will collect various traffic data and analyze traffic characteristics based on network calculus theory. Based on the feedback from students during the past three years, students are satisfied with this new course because it focuses on frontier technology and the teaching activities are well-organized.

Comprehensive Insights into Service Quality Dimensions Exploring the Key Factors

This article explores the critical role of service quality in customer satisfaction and loyalty across industries. It provides an overview of key dimensions like reliability, assurance, tangibles, empathy, and responsiveness. Understanding these dimensions is essential for meeting customer expectations. Factors influencing service quality perception, evaluation methods, and tools are discussed. Strategies for enhancing service quality include employee training, technology utilization, personalization, fostering a customer-centric culture, facility investment, and establishing clear service guarantees. Implementing these strategies improves service quality, leading to enhanced customer satisfaction and loyalty. Keywords: Service quality, Key factors, Reliability, Assurance, Tangibles, Empathy, Responsiveness, Customer satisfaction, Loyalty, Improving services.

Analysis of The Contention of Religious Ideology and Halal Industry in Social Media about Halal Logo Rebranding

The Halal Product Guarantee Agency (BPJPH) halal logo design has pros and cons for Indonesian Muslims in terms of Arabic calligraphy, the shape of the halal logo, which resembles a wayang, and a total change from the previous halal logo of the Indonesian Council of Ulama (Majelis Ulama Indonesia). This research aims to analyze the phenomenon of the halal industry in Indonesia in the context of the contention between religious and industrial ideologies on social media, focusing the study on the controversial rebranding of the halal logo. This research uses a qualitative analysis method with a mass communication and political science approach to understand the substance and objectives of the various parties involved in the halal logo controversy on social media. This research indicates that a total change of the halal logo is not urgent in improving the quality of halal product guarantee services in Indonesia. The BPJPH halal logo design prioritizes artistic expression rather than Halal writing in Arabic as a sign that the product is "Halal," so it is difficult to read as a "Halal" sign. The essence of the halal logo is that it is a sign that the product has been certified halal by BPJPH so that the certainty of halal writing is easier and quicker for consumers to understand.

The Influence of Outpatient Health Services on the Satisfaction of Health BPJS Participants at the Huraba Health Center, Angkola Timur Sub-District in 2023

This study analyzes the impact of outpatient health services on the satisfaction of BPJS Health participants at the Huraba Community Health Center, East Angkola District in 2023. Factors including responsiveness, reliability, guarantee, care, and physical evidence of service are explored to determine their influence on patient satisfaction. The research method used is quantitative with a cross sectional study approach. Primary data was collected through questionnaires distributed to patients, while secondary and tertiary data were obtained from documentation and trusted sources. The results of the analysis show that the aspects of responsiveness, reliability, assurance and caring have a significant influence on patient satisfaction, while physical evidence does not show a strong correlation.