Service Information Research Articles

A Cross-Sectional Analysis of ALS/ BLS Care in Low Acuity 9-1-1 Response by Geography and Insurance Status Utilizing the 2019 NEMSIS Dataset

Purpose. The objective of this study was to examine the relationship between patient acuity and level of EMS care adjusting for rurality and insurance. Methods. Data were obtained from the National Emergency Services Information System (NEMSIS) database for 2019. EMS responses (n = 4,375,568) were analyzed comparing patient acuity and CMS Service level, Advanced Life Support (ALS) vs Basic Life Support (BLS), to assess for associations in acuity and CMS Service level using logistic regression. Results. Overall, there was a decreased odds of advanced life service use at low acuity EMS responses (OR=0.443, 95% CI=0.440-0.445). Sub analysis exploring the interaction between CMS Service Level, Rurality demonstrates an overall trend of decreasing odds of low acuity EMS responses among rural areas and BLS care (OR=0.492, 95% CI=0.486,0.498) and ALS care (OR=0.198, 95% CI=0.197,0.200). When analyzing trends among public vs all other insurance and rural vs urban settings, there were decreases in low acuity ALS care in the rural setting; ALS and Pub Insurance (OR 0.447, 0.444-0.450, p<0.001), ALS and Rural (OR 0.198, CI 0.197-0.914, p<0.001) among low acuity responses. The results indicate that acuity and service level vary according to insurance and rurality. In the low acuity call type, we see decreased odds of ALS use compared BLS use in those with public insurances compared to other insurance. There is also a geographic component to these results where the use of Advance Life Support services declined with decreases in urbanicity. Discussion. These results potentially highlight that rural areas utilize less emergency medical response resources in low acuity responses. As such, EMS programs like community paramedicine, could be potentially effective interventions to close gaps in access to care for rural residents.

Intergovernmental Impact Analysis in Optimizing the Implementation of the Village Profile and Administration Management Information System in Merjoyo Village, Purwoasri District, Kediri Regency

The Government of Kediri District through the Office of Community Empowerment and Village Administration created the Village Profile and Administration Management Information System (SIMPADE). The existence of the SIMPADE application is expected to help the performance of the village government in the service of making population certificates. This research is a descriptive research with a qualitative approach. The focus of this research is to determine the impact of the application of SIMPADE as a form of village cooperation with the implementing elements of village government affairs in Merjoyo Village, Purwoasri District, Kediri Regency. Data collection techniques through semi-structured interviews, direct observation, and documentation review. Data analysis techniques consist of data reduction, data presentation and conclusion drawing. The results of this study indicate that the impact of the SIMPADE application on the provision and dissemination of service information is quite good because it provides options and has the potential for further development even though there are some obstacles regarding the operation of the application in the field.

Penerapan Permen PANRB 29/2022 dalam Penilaian Kinerja Pelayanan Publik di Kecamatan Rungkut Kota Surabaya

Rungkut District is one of the public service units with the lowest community satisfaction index in Surabaya City District in 2023. So monitoring and evaluation needs to be carried out in order to get recommendations and improvements. The aim of this research is to assess the performance of public services based on the regulations of the Minister for Administrative Reform and Bureaucratic Reform (PermenPAN RB) Number 29 of 2022. The research method used is descriptive qualitative research with a content analysis approach. Data collection techniques through observation, documentation and assessment follow the format of PermenPAN RB 29/2022 with form-02 calculations as the evaluator. The results of the research show that the performance of public services in Rungkut District is good but with caveats. Because it can be seen from the service policy aspect that the availability of standard information and service announcements is an obligation of service providers; aspects of HR professionalism, namely service implementers who are responsive and implement a culture of service implementers; aspects of facilities and infrastructure, namely the availability of facilities and infrastructure supporting services; aspects of public service information systems to inform and support service operations so that they become known to the public; the complaint consultation aspect, namely the availability of a special place for consultation and complaints to provide information and complaints to the public; The existence of public service innovation makes it easier to provide online licensing services. Suggestions from researchers need to increase the media for publishing service information and providing infrastructure for disability groups.

Autonomous data sampling for high-resolution spatiotemporal fish biomass estimates

Many key ecological dynamics such as biomass distributions are only detectable on a fine spatiotemporal scale. Autonomous data collection with Unmanned Surface Vehicles (USV) creates new possibilities for cost efficient and high-resolution aquatic data sampling. However, the spatial coverage and sampling resolution remain uncertain due to the novelty of the technology. Further, there is no established method for analysing such fine-scale autocorrelated data without aggregation, potentially compromising data resolution. We here used a USV with an echosounder, a conductivity-temperature sensor and a flourometer to collect data from April–July 2019–2023 in a 60x80km area in the central Baltic Sea. The USV covered a total distance of 8000 nmi, over 42–81 days per year, with an average speed of 0.5 m/s. We combined the hydroacoustic data with publicly available oceanographic data from Copernicus Marine Service Information (CMSI) to describe seasonal distribution dynamics of a small pelagic fish community. Key oceanographic variables collected by the USV were correlated with CMSI estimates at daily/monthly resolution, respectively, to test for suitability to scale (Temperature 0.99/0.97; Salinity −0.77/−0.26; Chlorophyll-a 0.12/0.28). We investigated two approaches of Species Distribution Models (SDMs): generalized additive models (GAM) versus spatiotemporal generalized linear mixed effect models (GLMM). The GLMMs explained the observed data better than the GAMs (R2 0.31 and 0.20, respectively). The addition of environmental variables increased the explanatory capability of GAM and GLMM by 25 % and ~ 3 %, respectively. Due to the high data resolution, we found significant amounts of positive autocorrelation (R: 0.05–0.30) across more than 50 lags of observation. However, we found that diel patterns in fish detection strongly affected the abundance estimates due to diel vertically migrating species hiding in the ‘acoustic dead zone’ near the seabed. Such dynamics could only be estimated and corrected for in predictions on the high-resolution data, complicating the trade-off between autocorrelation and high-resolution for SDMs even further. We compared estimates and effect sizes/directions in identical SDMs on 2x2km/month aggregated (i.e non-autocorrelated) observations and non-aggregated (i.e. autocorrelated) observations, and found relatively little difference in spatiotemporal estimates (r = 0.80). For the first time, we predicted the distribution of a small pelagic fish community at a high spatial resolution, in an area essential to breeding top predators, opening up for new applications in ecological studies locally and globally.

Rancang Bangun Sistem Informasi Pelayanan Kesehatan Berbasis Website Pada Salvio Medical Information

In an era of rapid advances in Information Technology, health is an important aspect of human life. Clinics and hospitals compete to meet patient expectations, but often patients struggle to find suitable services, wasting valuable time. A common problem faced by many visitors to Bali is the confusion of finding a hospital or clinic that suits their needs. Salvio Medical Information, as a healthcare institution in Bali, faces similar challenges with a lack of a comprehensive information system. This can result in errors in data management, difficulties in accessing information, as well as delays in service to guests who need health care. Therefore, this research aims to design a website-based healthcare information system for Salvio Medical Information. The development approach uses the Extreme Programming model to enable rapid software development. Thus, this research is expected to make a significant contribution to efforts to develop health services that are more efficient and able to better meet the needs of patients. The expected result is a web-based health service information system that is built using the PHP programming language with the help of the Laravel framework and the extreme programming method. Where in the system built custemer can place orders through the website and the admin can manage service content and partner content on the website.

Services Administration In Education. Utilizing Control Charts In Educational Management: An Approach For Assessing The Mathematics Scores In Panhellenic Examinations

Background: The choices offered to students and their parents complicate the process of finding an optimal solution that meets their needs, as competition increases1 . The management of each educational organization is responsible for providing services information and curricula offered by the tutorials, as well as for designing innovative, cost-effective, and efficacious solutions2 . A learning organization with a student-oriented marketing approach is considered by many researchers as an effective mix to mixture that meets the needs of customers, students, and parents3,4. An organization with the above-mentioned features which apprehends its position, predicts the behavior of its customers, meets their needs and preferences, and enables marketing to be much more targeted and successful. As a result, it provides highvalue services, which are its comparative advantage in the market5 . The evaluation and intervention of education service providers and curriculum designers ensures the correction of errors and the adaptation to student and societal needs in all educational system processes. One of the most reliable statistical control tools of quality services and processes is the mean and standard deviation control charts6 . Both respond to the requirements of in educational processes as they are described by the normal distribution. Materials and Methods In this work, the statistical tools have been utilized to analyze the mathematics scores in the economic and scientific studies orientation of the Panhellenic exams from 2003 to 20227 . The objective of this analysis is to investigate the application of control charts as statistical methods and identify the factors responsible for any out-of-control processes. Conclusion: The study findings revealed that the modification of the curricula (all chapters of Algebra topics were removed, and only mathematical analysis topics remained) negatively affected the mean students' scores from 2015 to 2017, with a simultaneous reduction of variance. Distance education which was mandated due to the pandemic crisis did not negatively affect the mean values of the mathematics scores and increased the variance. A decrease in the number of the Panhellenic exams candidates is expected due to the demographic problem of Greece8,9. Moreover, extensive learning gaps for students who were in high school and elementary school during distance education are evident10. Finally, the service administration authorities in educational organizations and those who are responsible for the development of educational strategies should monitor student performance with the use of appropriate tools. This will help them to adapt their policies, educational tools, and curricula to the current conditions if it would be necessary

Mediation of customer satisfaction: E-service quality, brand trust, and reuse intention

The purpose of this study is to explain the role of customer satisfaction in mediating e-service quality and brand trust on reuse intention in the Traveloka application. The theories used are the Techlonogy Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). This research is a type of quantitative research that is associative in nature. The population in this study are all Traveloka application users who have transacted at least three (3) times in one year. The sampling technique used purposive sampling with a total sample member of 205 respondents. Respondent data collection was carried out by distributing questionnaires. The data analysis technique in this study used PLS-based SEM. The results showed that all variables had a positive and significant effect. Customer satisfaction acts as a partial mediation in mediating the effect of e-service quality and brand trust on reuse intention on the Traveloka application. The results of this study can provide an empirical contribution about the relationship between the variables of e-service quality, brand trust, customer satisfaction, and reuse intention for the development of the Technology Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). Traveloka management can implement a marketing strategy that emphasizes service quality and information accuracy to increase customer intention to reuse the Traveloka application.

RANCANG BANGUN APLIKASI MARKETPLACE PENATU MOBILE WEB BERBASIS RESPONSIVE WEB DAN FRAMEWORK EXPRESS.JS

This research developed a mobile web marketplace application for laundry services to address user difficulties such as finding the nearest location, managing physical receipts, and obtaining service information. Utilizing a responsive web design approach and flexbox techniques, the front end of the application was designed to be optimal across various devices. The back end was built using Express.js with the controller-middleware-route concept to maintain code organization. Furthermore, the Geocoding API and Distance Matrix API were implemented to calculate the distance between customers and laundry services. Testing was conducted using black box testing by developers and usability testing by participants. The results indicated that the front end of the application provided an optimal user experience with an overall satisfaction rate of 89.57%, and the back end was effective in managing data with middleware features and the integration of the Geocoding API and Distance Matrix API, achieving a usability satisfaction rate of 89.22%. This research demonstrates that the responsive mobile web application is effective and efficient in assisting users in finding suitable laundry services, thereby enhancing convenience and service efficiency.

Analisis Kualitas Sistem Informasi Layanan pada PT. Inti Jasa Kreatif Menggunakan Metode Webqual 4.0

PT Inti Jasa Kreatif is an Event Organizer company that relies heavily on the quality of information systems to maintain smooth operations, efficiency, and client satisfaction. This company uses websites to convey business information. To improve the quality of design and user interaction, PT Inti Jasa Kreatif uses the WebQual 4.0 method in analyzing website quality. This study will analyze the quality of the service information system www.intijasakreatif.co.id with a focus on the aspects of usability, informativeness, and trustworthiness, measuring client needs and satisfaction with services using the Webqual 4.0 method. The Webqual 4.0 method is a method developed to measure the quality of web-based services with the data used being the respondents of the questionnaire that has been distributed. The data collection method uses primary data in the form of questionnaires distributed to 102 respondents. Based on data processing, it can be seen that in the validity test of variable X1 (Usability Quality) the results show that variable X1 correlates with the potential quality of website usability that respondents find it easy to use the website application. From the results above, the author concludes that variable X1 has more influence than variables X2 and X3 on user satisfaction.

Person Centred Dementia Care Made Simple

Abstract Background This poster will outline the development and rollout of our person-centred dementia care microlearning course for all patient-facing staff based in St. James's Hospital, Dublin. Person centred care (PCC) appears to make a difference to how well people with dementia manage on hospital wards (Scerri et al., 2020). The term PCC is used widely in healthcare services and the approach is embedded in St James's nursing professional practice model, standards and policies. Yet there are health professionals who find PCC difficult to define and demonstrate in their practice (Byrne et al., 2020). Through our interactions with staff on wards and in nursing homes, Dementia Services Information Development Centre (DSiDC) are aware that healthcare staff can face difficulties in establishing a rapport with a patient with dementia. Therefore, we identified the need to design a course to facilitate the continued development of meaningful interactions between hospital staff and people with dementia. The course was divided into four stand-alone modules using clear, uncomplicated language and demonstrates how staff can use key elements of Kitwood’s PCC approach in their daily practice. Methods It is becoming harder for hospital staff to be released for onsite training courses due to increasing demands on their time. With this in mind, the DSiDC team sought innovative time-efficient ways to provide dementia education to hospital staff and so a microlearning educational tool was adopted. Microlearning delivers short pieces of content in easily understandable ways utilising a variety of methods such as: video, short written text and quizzes. Accessed by a QR code, staff can complete the course on their mobile phone at a time and place that suits the individual. A pilot study of the course was conducted among staff in a nursing home and on a key ward in St. James’s Hospital. Results 73% of participants found the content ‘extremely helpful’. At start of course, 21% of participants rated their knowledge about person centred dementia care as ‘excellent’. On completion of course, this increased to 50%. One outcome of the pilot study identified an improvement of course design to three modules as opposed to four. Conclusion As a result of the positive outcomes from pilot study, it was decided as part of the wider dissemination of the course across St. James’s Hospital, to conduct a focus group to further measure the impact of the training.

Career Preparation Program Model at The Sub Directorate of Career Development and Assessment (CDA) IPB University

Changes in the job map provide career challenges for college graduates. On the other hand, the Ministry of Education, Culture, Research, and Technology makes higher education performance assessments through the IKU PTN to see the absorption of graduates. This research uses quantitative data from the 2018-2023 annual CDA report. Analysis of research data using the SWOT method. Data is presented descriptively to obtain an overview of the implementation of student career preparation programs. For 5 years, CDA IPB has held various career preparation programs, namely membership services, career service information system, on-campus recruitment & publication of job vacancy information, career training & industrial insight, career consultation, job fair, career enrichment, career buddy, stadium general for graduation, internship, career faculties roadshow, career studio, and career preparation in multinational companies. Based on the results of the analysis carried out using the SWOT method, it can be concluded that the CDA programs have been running effectively with several parameters increasing the number of program users, the distribution of work status, as well as testimonials from graduates who have participated in the CDA programs.

Oceanographic conditions of spring migration of European anchovy as a factor of formation of its spawning stock in the Sea of Azov

The aim of the work is to determine the influence of sea water circulation and temperature on the formation of the spawning stock of anchovy in the Sea of Azov.Materials and methods: Fishery and biological data on the spawning stock of the Azov anchovy were collected in surveys and bioresources monitoring carried out by the Azov-Black Sea branch of the VNIRO («AzNIIRKH») in 2000–2021. Satellite sea level data were used in the analysis of sea water circulation. These data, as well as satellite information on sea surface temperature for March-June 2000–2021 for the north-eastern part of the Black Sea and the southern part of the Azov Sea were taken from the website of the Copernicus Marine Service information system. Graphical and statistical methods of analyzing multi-year changes in the data were used in the work. The novelty of the performed work lies in the study of oceanographic conditions of spring migration of anchovy to the Sea of Azov as factors determining the size of its spawning stock in this sea.Result: intensive growth of the spawning stock of anchovy in the Sea of Azov was observed in 2008, 2010 and 2011. This was facilitated by: predominance of north-western geostrophic currents in the north-eastern part of the Black Sea in April 2008–2011, weakening of the Azov currents in the Kerch Strait in April 2007–2010 and predominance of the Black Sea currents in May 2004–2012, Decrease in the meridional gradient of water temperature in the Kerch Strait in April 2007–2010.Practical significance: the possibility of using oceanographic information for April-May to predict the size of the spawning and commercial stock of anchovy in the Sea of Azov.

Pricing model of ride-hailing platform considering rationally inattentive passengers

ABSTRACT The ride-hailing services are booming in our daily lives, but it is unclear that how the platforms should set prices to maximize their profits when facing one kind of rationally inattentive passengers in a two-sided market. To fill this gap, we establish a profit maximization model for the ride-hailing platform based on queuing theory and rational inattention theory and analyze the properties of the model. Numerical examples are presented to demonstrate the impacts of perceived high and low service levels, information cost and prior belief on the optimal price and commission rate of the ride-hailing platform. The results show that (1) for different cities, there is always an optimal pricing strategy to maximize the profit of the platform. (2) To ensure maximum profit, the platform should disclose the service information of ride-hailing as much as possible, but also maintain the unknownness of ride-hailing services appropriately.

Context-Driven Service Deployment Using Likelihood-Based Approach for Internet of Things Scenarios

In a context-aware Internet of Things (IoT) environment, the functional contexts of devices and users will change over time depending on their service consumption. Each iteration of an IoT middleware algorithm will also encounter changes occurring in the contexts due to the joining/leaving of new/old members; this is the inherent nature of ad hoc IoT scenarios. Individual users will have notable preferences in their service consumption patterns; by leveraging these patterns, the approach presented in this article focuses on how these changes impact performance due to functional-context switching over time. This is based on the idea that consumption patterns will exhibit certain time-variant correlations. The maximum likelihood estimation (MLE) is used in the proposed approach to capture the impact of these correlations and study them in depth. The results of this study reveal how the correlation probabilities and the system performance change over time; this also aids with the construction of the boundaries of certain time-variant correlations in users’ consumption patterns. In the proposed approach, the information gleaned from the MLE is used in arranging the service information within a distributed service registry based on users’ service usage preferences. Practical simulations were conducted over small (100 nodes), medium (1000 nodes), and relatively larger (10,000 nodes) networks. It was found that the approach described helps to reduce service discovery time and can improve the performance in service-oriented IoT scenarios.

The Effectiveness of Instagram Account @Bima.Kemdikbudristek as a Medium for Disseminating Information for Lecturers of Academic Education Colleges

The Directorate of Research, Technology, and Community Service (DRTPM) disseminates research and community service information to lecturers of academic education colleges through social media @Bima.Kemdikbudristek. This study aims to analyze the effectiveness of the Instagram account @Bima.Kemdikbudristek as a medium for disseminating information to lecturers of academic education colleges using the AISAS method (Attention, Interest, Search, Action, and Share) as well as factors related to the effectiveness of Instagram. The research method used in this research is a quantitative method with a survey method. Respondents in this study were 101 academic education college lecturers who were obtained using quota sampling techniques. The results of this study indicate that the dissemination of information carried out by the @Bima.Kemdikbudristek Instagram account is effective for disseminating information to lecturers of academic education colleges, and there are factors related to the effectiveness of Instagram as a medium for disseminating research and community service information, namely information quality (completeness, relevance, accuracy, timeliness, and presentation of information). The results show that information quality has a very real relationship with the effectiveness of the Instagram account @Bima.Kemdikbudristek.

Aplikasi Pencarian Layanan Kesehatan Berbasis Android

Health services are services provided to the community related to health, both preventive (disease prevention), promotive (improving health), curative (disease treatment), and rehabilitative (recovery) carried out by the government, local government and / or community. These health services are provided by the government, local governments, and the private sector. However, there are still many people who do not know the information on the place or location of these health services. Therefore, an android-based application is needed to improve services to the community. The purpose of this study is to produce health service applications by utilizing Location Based Service and Global Positioning Service so as to help the public to find health service information and assist in finding the location of health services because it is accompanied by the closest route to the location. Location Based Service (LBS) uses the values of the longitude and latitude points on the earth to determine the location to be inputted.

The Use of Design Thinking Methods in the Development of Telkomedika Mobile Applications for Patients with Conscientiousness Personality Types

This research aims to improve the quality of Telkomedika Telkom University Clinic services by developing a mobile application that is tailored to the personality type of patients with conscientiousness. This Mobile Application is designed to fulfill the patient's need for service information through the service information feature and streamline the queuing process through the online reservation feature. Through the use of the DISC personality type approach, this study focuses on the preferences and characteristics of patients to increase satisfaction. Users or patients with this conscientious personality type tend to be meticulous, systematic, and structured. Therefore, a structured interface design and also an easy-to-understand task flow will help users in using the application efficiently. The results of the study show the importance of understanding user preferences in designing applications. Usability Testing on the Telmed 2.0 application prototype resulted in a Single Ease Question (SEQ) score of 6.88, indicating ease of use. In addition, User Acceptance Testing showed that all features worked well, with a score of 91.5 on the System Usability Scale (SUS), indicating an excellent level of ease of use of the application.

Mapping Glasgow Coma scale to AVPU scores among adults in the prehospital setting

ObjectiveTo develop a translation between the Glasgow Come Scale and the Alert-Verbal-Pain-Unresponsive (AVPU) scale among adults with out-of-hospital emergencies. MethodsWe performed a retrospective analysis of adults (≥18 years) from the 2022 National Emergency Medical Services (EMS) Information System with a ground scene encounter with a concurrently documented GCS and AVPU assessment. Using a training partition of 2.5 million encounters, we performed a grid search to identify all combinations of mutually exclusive cutpoints which divided the GCS into four segments. We identified the combination with the highest Kappa statistic and reported metrics of performance in this sample in the test partition. ResultsWe identified 16,321,299 encounters with a concurrent AVPU and GCS. Using the AVPU scale, 93.3 % were classified as Alert; 2.9 % as Verbal; 1.5 % as Pain; and 2.3 % as Unresponsive. Using a grid-based search, optimal cutpoints were identified when using a GCS of 14–15 for Alert, 10–13 for Verbal, 7–9 for Pain, and 3–6 for Unresponsive. Cohen's Kappa was 0.63 in the test partition, indicating substantial agreement. Intraclass F1 score varied across different alertness levels and were 0.97 for “Alert”, 0.43 for “Verbal”, 0.49 for “Pain”, and 0.83 for “Unresponsive”. Findings were similar in analyses performed by age group and by the presence or absence of trauma. ConclusionWe report an optimal crosswalk between the AVPU and GCS scales. Performance in the Verbal and Pain categories was lower than the Alert and Unresponsive categories. These findings may facilitate clinician handovers between EMS and non-EMS clinicians.

Kepuasan Dan Loyalitas Pelanggan Logistik Internasional Di Indonesia: Peran Timeliness Dan Information Quality

Background – Globalization and technology advancements have driven the growth of electronic commerce (e-commerce) globally. E-commerce allows business to reach consumers worldwide. In this case, e-commerce relies on quality logistics services, particularly in terms of timeliness and quality of information. Aim – This study aims to assess the influence of timeliness and information quality on customer satisfaction and loyalty, while also examining the mediating role of customer satisfaction on customer loyalty among international logistics service providers in Indonesia. Design/ Methodology/ Approach – This research adopts a quantitative method by collecting primary data through online distribution of questionnaires. The sample consisted of 277 respondents selected through convenience sampling. Data analysis was conducted using the PLS-SEM approach with the SmartPLS3 software. Findings – This research shows that timeliness has a positive and significant impact on customer satisfaction and loyalty. Meanwhile, information quality also has a positive and significant effect on customer satisfaction, although it doesn’t significantly influence customer loyalty. However, customer satisfaction is effective in mediating the relationship between timeliness and information quality with customer loyalty. Conclusion – Timeliness and optimal quality of information in international logistics services in Indonesia can increase customer satisfaction. Moreover, information quality has the potential to build customer loyalty towards the selected logistics service provider. It should be emphasized that customer satisfaction with the timeliness and quality of information provided by logistics service providers is the key to increasing customer loyalty. Research Implication – International logistics service providers in Indonesia must focus on improving timeliness and information quality. By focusing on these areas, international logistics service providers in Indonesia can better serve their customers, increase satisfaction, and ultimately build a loyal customer base. Limitations – This research only focuses on two dimensions of logistics service quality, namely timeliness and information quality.

Online Base Transportation Service Quality and Customers Satisfaction Analysis

This study investigates how customer satisfaction is influenced by various service quality factors, including price, convenience, safety, and information and communication technologies (ICT). The study focused on Go-Jek users in Airmadidi and its surrounding areas, encompassing both frequent and first-time users. Data were collected using a Google Forms questionnaire from a sample of 315 respondents selected through convenience sampling. Prior to distribution, the validity and reliability of the questionnaire were tested with 37 respondents in a pilot study. Pearson correlation coefficients were calculated to assess the relationships between the different service quality attributes (safety, price, convenience, ICT) and customer satisfaction. The results revealed a strong relationship between customer satisfaction and the service quality factors of safety, price, convenience, and ICT. Among these factors, ICT showed the strongest association with customer satisfaction.