SERVQUAL Model Research Articles

Factors Related to the Satisfaction of Using Online Reservations for Orthopedic General Polyclinic Patients of Fatmawati Hospital in 2024

The advancement of health services through digital technology has significantly improved accessibility and efficiency in patient care. Fatmawati Hospital's Orthopedic General Polyclinic implemented an online reservation system in October 2023 to streamline patient flow and reduce waiting times. This study aims to identify the factors influencing patient satisfaction with online reservations in 2024 using a quantitative, cross-sectional method. Data were collected through structured interviews using a questionnaire based on the SERVQUAL model, covering five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings revealed that the majority of users were elderly (50.5%), female (59.5%), with low educational attainment (61.5%), and mostly unemployed (63%). Nearly all (98.5%) used non-cash payment methods, and over half (58.5%) had used online reservations more than three times. Overall satisfaction reached 90.5%, with empathy scoring highest among SERVQUAL dimensions. Statistical analysis showed significant relationships between user characteristics (age, gender, education, frequency of use) and satisfaction across various service dimensions. The empathy dimension (? = 0.251) was identified as the most influential factor. These results suggest that patient-centered approaches, especially those fostering empathetic communication, are critical to enhancing satisfaction with online health service platforms. The findings offer valuable insights for healthcare administrators to improve digital services, reduce congestion, and increase patient trust and satisfaction.

The role of training and development on enhancing work engagement and employee quality service delivery

This study examines the role of training and development in enhancing work engagement and service quality in rural public health facilities in Tanzania. Grounded in Social Exchange Theory, Job Demands-Resources Theory, and the SERVQUAL model, the study adopts a positivist paradigm, a deductive approach, and a cross-sectional survey design. Data were collected from 285 respondents across 63 health centers and dispensaries using self-administered questionnaires. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed for data analysis. The findings reveal that training and development significantly enhance work engagement, which in turn positively influences service quality. Furthermore, work engagement partially mediates the relationship between training and development and service quality, highlighting its pivotal role in translating employee development initiatives into improved service outcomes. These results underscore the importance of investing in training and development programs to foster employee work engagement and enhance service quality in rural health facilities. The study provides valuable insights for policymakers and healthcare administrators aiming to improve healthcare delivery in resource-constrained settings.

Communication Effectiveness, Student-Centered Approach, and Quality of Service in Registrar’s Office in a Private Institution

This study investigates the relationship between Communication Effectiveness, Student-Centered Approach, And Quality of Service in The Registrar’s Office in A Private Institution, specifically focusing on the University Registrar's role. As institutions face increasing pressure to meet student expectations and enhance service delivery, this research explores how effective communication and a student-centered approach contribute to perceived service quality. Anchored in the Coordinated Management of Meaning (CMM) theory, the SERVQUAL model, and John Dewey's Learning by Doing theory, the study assesses communication effectiveness, the degree of student-centeredness in the registrar's office, and the perceived service quality across dimensions like efficiency, timeliness, professionalism, staff competency, customer support, and technological infrastructure. Data was collected via surveys from third- and fourth-year students at multiple campuses of Liceo de Cagayan University. The study intends to provide actionable insights for optimizing registrar practices, improving student satisfaction, and informing the development of targeted training programs for university personnel. The findings suggest that while registrars demonstrate strengths in communication effectiveness and prioritizing student needs, improvements are needed in providing timely feedback and enhancing training resources. Furthermore, increased student collaboration and clearer performance standards can further enhance service delivery. Ultimately, this research aims to contribute to an enhanced educational environment by emphasizing the importance of communication and student-focused strategies in delivering quality service.

Does the Occurrence of a High-Impact Temporary Incident Disrupt the SERVQUAL Model? Evidence from the Indian Hospitality Industry

The occurrence of COVID-19 made the authors seek to find out if the SERVQUAL model holds good during high-impact temporary incidents or if adding new dimensions can improve the satisfaction prediction. The motive of this research is to observe how the five dimensions of the SERVQUAL Model play out during an unusual high-impact temporary event like the COVID-19 pandemic to measure customer satisfaction, and if the COVID protocol measures adopted by the hospitality industry have any impact on the relative importance of the SERVQUAL dimensions on the overall satisfaction of the customers. This study conducted an online survey to gather relevant information. The researchers identified a select group of respondents using the non-probability sampling technique. This work used the Partial Least Squares (PLS) modeling technique to measure customer satisfaction. Adoption of COVID protocols significantly impacts customer satisfaction. Even when the hotel strictly follows the COVID protocols, the empathy and responsiveness shown by the hotel staff and the assurance guaranteed by the hotel about the safety and well-being of the customers have significantly contributed to improving customer satisfaction. The authors found that SERVQUAL as a model stood firm even during a high-impact temporary incident with a negligible increase in R2 value when the hotel industry adopted a new dimension specific to COVID-19 precautions.

Evaluating Patient Satisfaction with Community Clinic Services: Evidence from Meherpur District, Bangladesh

This study explores how satisfied patients are with the services provided by community clinics (CCs) in rural areas of Meherpur, Bangladesh. The main goals are to understand the background of the patients who use these clinics, to assess the level of patient satisfaction with the services they receive, and determine what problems exist in service delivery. Patient satisfaction was evaluated using the SERVQUAL model, which looks at five key areas: physical facilities and equipment (tangibility), dependability of service (reliability), prompt response from staff (responsiveness), trust in healthcare providers (assurance), and caring behavior (empathy). In addition, the study examined how easy it is for patients to access the clinic and whether they find treatment costs affordable. Data were collected using a purposive sampling technique through a survey of 300 patients, using structured questionnaires, and analyzed through descriptive statistics and multiple regression techniques. The results showed that all five SERVQUAL dimensions and the two extra factors—access and cost significantly influenced patients’ satisfaction. Reliability was the most influential factor, followed by assurance, empathy, tangibility, responsiveness, and access. Conversely, treatment cost had a negative and significant effect, indicating that an increase of expense reduces patient satisfaction. The model's R-squared value of 0.81 confirms its robustness in explaining patient satisfaction. The study also found significant service barriers include a lack of trained doctors, inefficient nursing staff, insufficient medicine, and poor sanitation. The findings emphasize the need for better staffing, infrastructure, cost transparency, and community engagement to improve community clinics’ service quality and patient outcomes in rural Bangladesh.

Enhancing the Quality of Administrative Staff in Hanoi's Public Universities: International Insights and Strategic Vision Toward 2035

In the context of increasing global competition and student-centered educational reforms, the quality of administrative staff in higher education has become a critical yet underexplored area— particularly in Vietnam. Administrative personnel play a pivotal role in supporting academic operations and institutional effectiveness; however, challenges such as innovation inertia, stakeholder dissatisfaction, and digital transformation persist. This study aims to assess the quality of administrative staff in public universities in Hanoi through a mixed-methods approach, combining a survey of 1,000 respondents, case studies, and document analysis. The evaluation focuses on two dimensions: work capacity (physical, intellectual, and emotional) and job outcomes (effectiveness, responsiveness, and stakeholder satisfaction). The SERVQUAL model was adapted to ensure international benchmarking and was compared with best practices from China, South Korea, and Greece. Findings reveal a moderate overall quality level (mean score 3.31/5), with strengths in internal coordination, professionalism, and pressure handling. However, limitations were identified in procedural innovation, student satisfaction, and crisis communication skills. The study underscores the strategic importance of enhancing administrative staff quality to boost the global competitiveness of Vietnamese public universities. Key implications include promoting digital transformation, upgrading training programs, and fostering a culture of accountable service.

Analysis of Improvement in Pharmacy Services Based on The IPA Model At Pharmacy X Ijen Malang

Patient satisfaction is pleasure after receiving services that meet or exceed expectations. Patient satisfaction surveys should be conducted at Apotek at least once every 6 months, including Apotek Kimia Farma 36 Ijen. Pharmaceutical services are direct and responsible services to patients related to pharmacy to achieve tangible results and improve the patient's quality of life. This research aimed to measure patient satisfaction with pharmaceutical services at Apotek Kimia Farma 36 Ijen. The method used is descriptive research with a quantitative approach through a questionnaire instrument using the SERVQUAL (Service Quality) model with incidental sampling techniques. The statement on the questionnaire that had the highest satisfaction was the pharmacist who did not look at the patient's social status and the friendliness of the pharmacy staff. In contrast, the lowest satisfaction was the statement of quality drug supply. The research results showed that patients were satisfied with pharmaceutical services at Kimia Farma 36 Ijen Pharmacy by obtaining a satisfaction level of 68.39%.

A Study on Customer Satisfaction towards Big Mart Supermarket, Chitwan

This study examines customer satisfaction at Big Mart Supermarket in Bharatpur, Chitwan, with the goal of identifying key factors shaping consumer perceptions and experiences. Adopting a descriptive research design and convenience sampling, data were gathered from 123 respondents via a structured online questionnaire, utilizing a five-point Likert scale to measure attitudes. The research is anchored in Customer Satisfaction Theory, drawing on Expectation-Confirmation Theory and the SERVQUAL model to assess service quality and customer expectations. Findings indicate that while customers are generally satisfied with product quality, variety, and the overall shopping experience, concerns remain regarding pricing, promotional offers, and product freshness. Addressing these areas presents opportunities to enhance customer satisfaction, build loyalty, and expand the customer base. The respondent demographic is predominantly educated young adults aged 18–25, offering Big Mart valuable insights to refine its strategies and strengthen its market presence in Chitwan.

Satisfaction with healthcare services and related factors among Indonesian migrant workers in Taiwan: a cross-sectional survey study

PurposeThe purpose of this study was to identify factors associated with Indonesian migrant workers’ satisfaction with healthcare services in Taiwan, and to compare their satisfaction of healthcare between Taiwan and Indonesia.MethodsThis cross-sectional study collected data through self-reported questionnaires from 352 participants. Inclusion criteria of participants were legal Indonesian migrant workers aged 18–55 years who were willing to participate, and only those who had used healthcare services for inpatient, outpatient, or emergency care were included in the analysis (n = 241). We used the SERVQUAL model, based on the gap theory of service quality, to assess service quality applied to health care. Analytical methods included descriptive analyses, linear regression, and multinomial logistic regression.ResultsSatisfaction with Taiwan’s health care was high (mean = 4.23 of 5), and almost 70% reported that different dimensions of Taiwan’s health care were better than those of Indonesia. Among the healthcare system factors, longer waiting time was related to lower empathic satisfaction (B=- 0.272), while getting more assistance from volunteers (B = 0.067) and friendliness of staff (B = 0.112) were related to higher tangible satisfaction. When comparing health care in Taiwan to that in Indonesia, longer waiting time was related to higher satisfaction with Indonesia’s healthcare (in tangibility and in responsiveness); expensive health service payment was related to lower satisfaction in Taiwan’ healthcare (OR = 0.432 in tangibility) or higher satisfaction of Indonesia’ healthcare (OR = 5.079 in reliability); and language was related to better satisfaction of Indonesia’s healthcare (OR = 5.277 in tangibility and OR = 10.443 in reliability). Meanwhile, easy explanation was related to lower satisfaction with Indonesia’s healthcare (OR = 0.445 in assurance), and getting volunteer assistance (OR = 0.326 in the tangibility and OR = 0.272 in reliability), and staff friendliness (OR = 0.085 in reliability and OR = 0.216 in empathy) were related to lower satisfaction of Indonesia’s health care. Education and other demographics also related to the comparison of satisfaction. Odds ratios with wide confidence intervals should be explained conservatively.ConclusionsIndividual and healthcare system factors of Indonesian migrant workers influenced the level of their satisfaction with healthcare services in Taiwan in the tangibility and the empathy dimensions. Healthcare providers should consider these factors to improve service quality and migrant worker satisfaction.

ESG Strategies in Educational Quality Management: An Empirical Study on Fostering Student Loyalty and Sustainability

This study investigates how service quality, emotional experience, and Environmental, Social, and Governance (ESG) practices jointly influence students’ behavioral intentions in higher education. Drawing from the SERVQUAL model, the Theory of Planned Behavior (TPB), and ESG-related frameworks, this research develops and empirically tests a comprehensive conceptual model using Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM). The study employed a stratified sampling strategy and collected 462 valid responses from university students across various disciplines, regions, and academic levels in Taiwan. The results reveal that both service quality and ESG practices significantly and positively impact students’ behavioral intentions, with emotional experience serving as a critical mediating variable. Service quality—characterized by responsiveness, reliability, assurance, empathy, and tangible resources—was found to shape students’ affective responses and loyalty behaviors, such as recommending the university and engaging in alumni activities. Likewise, ESG initiatives, such as green campus practices, community involvement, and transparent governance, enhanced students’ emotional attachment and behavioral support. Hierarchical regression analysis, conducted alongside SEM, confirmed the robustness of the model and further highlighted demographic variations. This study contributes to the literature by integrating ESG principles into the higher education service quality framework and validating the mediating role of emotional experience. It provides both theoretical advancement and actionable insights for university administrators. Practical recommendations include enhancing frontline service delivery, embedding ESG practices into institutional culture, and designing emotionally engaging student experiences. The findings underscore the strategic value of adopting a holistic, value-based approach to educational quality management in fostering long-term student loyalty and institutional sustainability.

Optimizing nursing services for orthopaedic trauma patients using SERVQUAL and Kano models

Nursing managers increasingly focus on improving the quality of patient-centred nursing services.The combination of SERVQUAL model and Kano model can be used for the study on the improvement of nursing quality. Through a literature review and expert discussion, an evaluation questionnaire and a Kano model questionnaire were developed to assess the nursing service quality for orthopaedic trauma inpatients. The SERVQUAL model was used to identify low-level nursing service elements, and the Kano model, factor selection line and sensitivity analysis were used to determine the rectification order. Three hundred people completed two rounds of the survey. The total score for nursing service quality was -0.55. The 26 items assessing nursing service quality included 21 low-level items. There were 10 items that needed improvement. The main reason for low nursing service quality is inadequate attention to patient safety and comfort requirements. Constructing a training system for orthopaedic nurses and optimising the nursing service process are the primary strategies for optimizing the nursing service quality for orthopaedic trauma inpatients. It lays a good foundation for improving patients’ experience and health outcomes.

Enhancing Event Quality Through Mystery Shopping: Integrating Theoretical and Practical Perspectives

While the SERVQUAL model by Parasuraman et al. (1988) provides a robust framework for assessing service qualitythrough dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, its practical application to liveevents remains underexplored. Pine and Gilmore's (1998) concept of the "experience economy" underscores the importanceof creating memorable customer experiences. However, traditional methods often fail to capture detailed and objectiveinsights. Deming's (2000) Plan-Do-Check-Act (PDCA) cycle emphasises continuous improvement, aligning well with themystery shopping method, which offers actionable feedback in refining event planning and execution for this case. However,there is a lack of research on how mystery shopping can be systematically applied to evaluate and enhance live eventexperiences. Furthermore, while Kotler et al. (2016) highlight the importance of effective customer feedback mechanisms,there is a gap in understanding how mystery shopping can provide granular insights from initial contact to post-event followup,thereby supporting continuous improvement and addressing SERVQUAL dimensions. Solomon (2019) stresses the needto understand consumer behaviour, particularly given the significant financial and emotional investments involved in events.Nevertheless, there is limited research on how real-time observations of behaviour and interactions, as captured throughmystery shopping, can be utilised to improve the event experience. This study aims to fill these gaps by exploring how studentengagement and cooperation in the mystery shopping process can enhance the evaluation and quality of live events acrossall phases of the customer journey. The research followed a structured methodology based on Morrison et al. (1997) andCurri-Mehmeti (2020), starting with brainstorming and defining the objectives of the mystery shopping experiment in April2024. The study evaluated events from the customer journey perspective, covering pre-event, arrival, during-event, andpost-event phases. Specific evaluation criteria were developed, and a Webropol online survey with 28 questions, including12 open-ended ones, was used to gather detailed feedback. Six voluntary participants from LAB University of AppliedSciences were recruited and trained as mystery shoppers. They evaluated various events in South Karelia, providing insightsinto service quality, customer experience, and operational efficiency. The data collection spanned from June to August 2024,with students submitting evaluations and photos to verify their attendance. This methodology ensured comprehensive andactionable feedback for event organisers while offering students practical learning opportunities. Findings indicate thatmystery shopping yields objective feedback on customer experiences, guiding strategic decisions and enhancing training. Itidentifies behaviours affecting customer satisfaction and promotes continuous improvement. Using technology can furtherenhance feedback accuracy. This study shows that mystery shopping is an effective tool for evaluating and improving eventservice quality, offering actionable insights for organisers and enriching students' learning experiences by linking theory withreal-world applications.

Service Delivery Strategies Influencing Service Provision by Private Security Firms in Nyeri County, Kenya

Private security companies have distinct market-driven motivations to ensure effectiveness and efficiency in providing security services to their customers. The current study sought to investigate examined the service delivery strategies influencing service provision by private security. And was anchored on the SERVQUAL Model and used the descriptive survey research design. The target population consisted of the managers and customers of private security firms operating in Nyeri County. A sample of 44 managers and 384 customers was used. Data was collected using questionnaires and an interview guide as research tools, with a pilot study conducted in Murang’a County. Qualitative data was analysed thematically, while quantitative data was examined by use of descriptive statistics of percentages, averages, means, and pie charts. This study found that, there were five service delivery strategies: that security firms incorporate modern and advanced security technologies, security firms provide a combination of security services, the perception that security firms invest in training programs to equip guards with essential professional skills, security firms tailor their services to meet the unique needs of different clients, security firms prioritizing client satisfaction by conducting regular service audits and seeking customer feedback. This study concluded that, continued innovation and collaboration will be crucial for maintaining high-quality service delivery in the sector. This study recommended that, firms should explore further specialization in service offerings to differentiate themselves in the competitive market, fostering strategic partnerships with other industry players.

Hospital Service, Staff Performance, and Client Satisfaction in a Government Hospital in Camiguin

This study explored the relationship between hospital service quality, staff performance, and client satisfaction in a government hospital focusing on admitted patients, with challenges like limited resources and high patient numbers. Using the upgrading from Level 1 to Level 2 of Camiguin Hospital, this study aimed to identify strategies for improving patient experiences and staff effectiveness. Data were collected using descriptive correlational and causal design, with a structured survey based on the SERVQUAL model and the Department of Health's Client Experience Survey. A total enumeration sampling method was used, and statistical techniques like descriptive statistics, Pearson correlation, and multiple regression analyzed relationships and predictors of patient satisfaction. Findings revealed that hospital services excel across various aspects. Tangibles, reliability, responsiveness, assurance, and empathy show strong performance, reflecting a well-rounded and effective approach to patient care. The study found high ratings in empathy, professionalism, and patient safety practices, with assurance and patient safety practices being key predictors of satisfaction. Hospital services and staff performance significantly influence client satisfaction, highlighting the importance of maintaining high standards in infrastructure, patient safety, and empathy to boost satisfaction in government hospitals. Recommendations include personalized care, staff training, improved communication, and infrastructure upgrades to enhance patient satisfaction and hospital performance.

OPTIMISING QUICK COMMERCE OF SWIGGY INSTAMART: A STUDY ON SERVICE QUALITY DIMENSION

Despite the rapid growth of Q-Commerce in Coimbatore, there is a noticeable gap between customer expectations and perceived service quality. Factors such as order accuracy, delivery timeliness, customer support responsiveness, and fulfillment efficiency significantly influence customer satisfaction. However, challenges such as inconsistent delivery times, inventory stockouts, refund complexities, and customer service inefficiencies impact the overall experience. This study aims to analyze the service quality dimensions that affect customer perception, identify key areas of dissatisfaction, and provide recommendations for optimizing Swiggy Instamart performance. By leveraging the SERVQUAL model, the research will assess how reliability, responsiveness, assurance, empathy, tangibles, fulfillment efficiency, and price influence customer satisfaction and loyalty in Swiggy Instamart of Coimbatore. Key words: Q-Commerce, Service Quality& Swiggy Instamart

Kepuasan Nasabah di Era Digital: Peran Digitalisasi, Kepercayaan dan Bukti Nyata

Based on the expanded SERVQUAL model, this study seeks to contribute to the conventional banking literature by analyzing the effect of digitalization, trust, and tangible as dimensions of service quality on customer satisfaction. The method used in this study is a quantitative method involving 111 respondents as a sample. Data were collected using a questionnaire distributed through Google form, and data analysis was performed by multiple linear regression with the help of SPSS software. Factor and regression analyses were applied to identify the factor structure and measure the impact of service quality dimensions-digitization, trust, and tangible-on customer satisfaction in conventional banking. This research is one of the few studies investigating the factors that drive customer satisfaction of conventional banks in Indonesia in the digital era. The findings of this study show that trust and tangible have a significant influence on customer satisfaction at BCA Semarang. Meanwhile, the digitalization factor does not have a significant effect on current customer satisfaction of BCA Semarang.

Quality of e-Learning in Nepalese Universities During the COVID-19 Pandemic

Covid 19 pandemic triggered changes in various socio-economic sectors that were already in pace. Among them, the digitalization of higher education faced one of the profound shifts due to the pandemic. The application of digital education is gaining momentum and is likely to continue until the long future after Covid 19. However, there are limited assessments of its quality, especially in the countries in the global south. The purpose of this study was to assess the quality of online learning in Nepalese universities during the pandemic using a customized SERVQUAL model with six dimensions, namely, tangibility, assurance, responsiveness, empathy, and online-class. The online-class dimension is added in this study, which includes conditions of e-learning such as electricity supply, internet service, electronic devices, time schedule, thus characterizing the conditions in a developing country. Specifically, this study focused students' perceived quality of e-learning in universities in Nepal. A survey was conducted between April to July 2021 among 451 graduates and undergraduates who participated in online classes during the pandemic from six universities to explore their satisfaction with the quality of digital education. The survey included 27 questions related to six dimensions: reliability, responsiveness, assurance, empathy, tangibility, and online-class. The data was analyzed quantitatively using the open-source platform Jamovi (version 2.3.28). The results showed that students expressed satisfaction with the quality of online education of e-learning during the pandemic. However, the study found variations in student perceptions based on demographic factors, highlighting differences in satisfaction levels across diverse student groups. This result implies that despite its increasing application, e-learning needs to accommodate a more inclusive approach to improve its quality and satisfy learners from all socio-economic backgrounds. A blended mode of teaching could be more effective in the changing context. This should be paralleled with instructors as well as support staff training. At the same time, the limitations of online-class can be addressed in collaboration with government agencies and universities which further enhances the quality of e-learning.

Hospital performance evaluation models: A scoping review

Evaluating the performance of hospitals, the largest budget consumers of the health system, is challenging. This scoping review aimed to identify and classify hospital performance evaluation models and their dimensions. A literature search was conducted across three databases using keyword combinations. The studies included performance evaluation models along with evaluation of efficiency, effectiveness, and efficiency related to the hospital. Eighty English language studies published between 2012 and 2022, the majority from Iran, USA, Brazil, and China, were included. The extracted models were classified into two categories: quantitative and qualitative. The quantitative models were divided into two main groups: ‘parametric’ and ‘non-parametric’. Parametric models were divided into four methods: regression models, stochastic frontier analysis, neural network models, and factor analysis. Non-parametric models can be classified into five groups: data envelopment analysis (DEA) models, multi-criteria decision-making methods, performance management models, service quality models, and other models. The DEA model, which includes extensive functions, was the most common model used for evaluating hospital performance. Quantitative models for evaluating hospital performance focused on performance and efficiency terms. A key priority for future research is to compare the extracted models with real data from different hospitals and provide the most useful model according to the contextual factors of the hospital.

Assessing Determinants of Enrollees' Satisfaction with Quality of Health Services within the State Social Health Insurance Scheme: An Application of Modified SERVQUAL Model.

Patient satisfaction is an important indicator to measure the quality of healthcare and provider performance. Understanding enrollees' satisfaction with the quality of health services provided by Anambra State Health Insurance Scheme is crucial for its effectiveness. This study assessed health insurance enrollees' satisfaction with the quality of care and its determinants in Anambra State, Nigeria. This was a cross-sectional study that involved 447 enrollees selected from health facilities using a multistage sampling technique. Data was collected using a 25-item structured close-ended patients' satisfaction questionnaire adapted from the SERVQUAL model. Data analysis was done using SPSS version 25. Logistics regression analysis was done to identify determinants of overall satisfaction. The level of significance was set at a P value <0.05. The overall level of satisfaction with services rendered was 80.6%. Enrollees were satisfied with tangibility (87.2%), reliability (89.3%), responsiveness (80.3%), assurance (90.2%), empathy (87.5%), and affordability (81.4%). Significant factors associated with the enrollees' satisfaction across the six dimensions of care assessed were facility ownership (AOR = 1.42; CI 0.24-0.74; P < 0.00) and geographical location (AOR = 1.33; CI 0.14-0.78; P < 0.01). Age (AOR = 2.86; CI 1.55-5.29; P < 0.00) was the only demographic characteristic associated with satisfaction with care. The quality of care was satisfactory across dimensions of care assessed. However, enrollees' satisfaction was positively influenced by facility-related factors. Managers and healthcare providers should focus on continuous quality improvement efforts in public and rural facilities to improve the quality of services and enrollees' retention within the health insurance scheme.

DAMPAK OVERALL SERVICE QUALITY DALAM MENINGKATKAN KEPUASAN PELANGGAN FASHION E-COMMERCE DI INDONESIA

E-commerce or electronic commerce, involves the online buying and selling of goods and services, linking businesses with consumers. This study explores how various elements of fashion e-commerce service quality affect customer perceptions and satisfaction. Higher satisfaction levels in e-commerce often result in increased customer retention. Utilizing the SERVQUAL model, the research evaluated service quality by examining factors related to information and system quality. Surveys were conducted among Indonesian adults from September to October 2024, with data analyzed using SmartPLS 4.0. The results revealed significant correlations between reliability and responsiveness in fashion e-commerce service quality. Additionally, system qualities were strongly linked to overall service excellence. The findings emphasize that perceived service quality is vital for customer satisfaction and their revisit intention. Key factors influencing service quality included reliability, interactivity, and ease of use. To enhance quality perception and foster user trust, e-commerce managers should adopt advanced technologies. The study concludes with suggestions for future research.