Service Quality Satisfaction Research Articles

Deep Reinforcement Learning-Based Intelligent Reflecting Surface for Secure Wireless Communications

In this paper, we study an intelligent reflecting surface (IRS)-aided wireless secure communication system for physical layer security, where an IRS is deployed to adjust its surface reflecting elements to guarantee secure communication of multiple legitimate users in the presence of multiple eavesdroppers. Aiming to improve the system secrecy rate, a design problem for jointly optimizing the base station (BS)'s beamforming and the IRS's reflecting beamforming is formulated given the different quality of service (QoS) requirements and time-varying channel condition. As the system is highly dynamic and complex, and it is challenging to address the non-convex optimization problem, a novel deep reinforcement learning (DRL)-based secure beamforming approach is firstly proposed to achieve the optimal beamforming policy against eavesdroppers in dynamic environments. Furthermore, post-decision state (PDS) and prioritized experience replay (PER) schemes are utilized to enhance the learning efficiency and secrecy performance. Specifically, PDS is capable of tracing the environment dynamic characteristics and adjust the beamforming policy accordingly. Simulation results demonstrate that the proposed deep PDS-PER learning-based secure beamforming approach can significantly improve the system secrecy rate and QoS satisfaction probability in IRS-aided secure communication systems.

ANALYSIS OF THE EFFECT OF SERVICE QUALITY AND SCHOOL LOCATION ON STUDENT SATISFACTION AND ITS IMPACT ON STUDENT LOYALTY AT 32 JAKARTA SENIOR HIGH SCHOOL

This study aims to analyze the effect of Quality. Service, and School Location towards Student Loyalty through Satisfaction in XII grade students at SMA Negeri 32 Jakarta. The results of the study using primary data in the form of questionnaires to 274 class XII students at SMA Negeri 32 Jakarta using the Structural Equation Modeling (SEM) method showed that service quality and school location had a positive and significant effect on student satisfaction. There is a positive and significant influence between service quality and student satisfaction on student loyalty, while there is no influence between school location on student loyalty. Judging from the results of the SEM calculation analysis of service quality, and school location has an estimate coefficient of 0.48 or 48% of its effect on student satisfaction, while service quality has an estimate coefficient of 0.56 its influence on student loyalty, and satisfaction has an estimate coefficient of 0.44 influence. student loyalty, this shows that the quality of service, and good student satisfaction will increase student loyalty at SMA Negeri 32 Jakarta, and the better the quality of service will increase student satisfaction. The results showed that student satisfaction as an intervening variable could increase the relationship between service quality variables and student loyalty, but did not affect the relationship between school locations and loyalty

OUTPATIENT SATISFACTION AT THE DEPARTMENT OF PHYSIOTHERAPY - REHABILITATION, HONG PHAT GENERAL HOSPITAL 2020

Study was conducted by cross-sectional description design on a group of 309 patients treated in the Department of Physiotherapy and Rehabilitation, using modified questionnaires of the Ministry of Health. The results showed that: The satisfaction rate in terms of waiting time to be served is 55.7%. The satisfaction rate in terms of skills and attitudes of health workers is 57.6%. The satisfaction rate in terms of facilities and departmental organization is the lowest: 8.7%. - About Age: tends to be younger group (under 35) having higher satisfaction rate than the older group in terms of waiting time, skills, attitudes of health workers, and hospital facilities. - Regarding the status of being covered by health insurance, there is a fairly clear rule that patients with partial health insurance payments will be more satisfied than those who do not - Regarding the debt situation when being treated at the hospital, it was found that the group that had to borrow in debt was more satisfied than the group who did not. Conclusion: Patients are satisfied with different hospital services, highest with financial transparency, and lowest in facilities. The factors of age, gender, paid for and borrowed by health insurance are related to patient satisfaction. Satisfaction rate for financial transparency and health insurance is the highest: 69.9%. The rate of satisfaction of service quality is: 42%. Factors related to satisfaction are not the same depending on age, gender, status of being paid by health insurance and ability to pay hospital fees or having to borrow debts of patients: - Regarding gender, there is a tendency for women to be more satisfied than men in terms of waiting time, skills, attitudes of medical staff and hospital facilities.

Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien Peserta BPJS Rawat Jalan Di Puskesmas

Kepuasan pasien merupakan salah satu indikator keberhasilan pelayanan kesehatan di sebuah klinik atau rumah sakit. Ada lima indeks kepuasan pasien yaitu; Kualitas Produk, Kualitas Pelayanan, Faktor Emosional, Harga Dan Biaya Perolehan. Dalam penelitian ini, peneliti tertarik untuk menguji Indeks Kualitas Pelayanan dari kepuasan pasien. Ada lima indikator Kualitas Pelayanan yaitu bukti fisik, reliabilitas, jaminan, respon, dan empati. Tujuan penelitian ini adalah untuk mengetahui hubungan antara Kualitas Pelayanan dengan kepuasan pasien pasien rawat jalan BPJS di Puskesmas Bangsalsari Jember. Metode penelitian ini adalah survei analitik dengan pendekatan Cross Sectional. Selain itu, peneliti menggunakan teknik Accidental Sampling dalam mencari sampel. Responden rawat jalan di Puskesmas Bangsalsari ada 62 orang. Hasil analisis data diperoleh P Value 0,000 atau p value <0,01 dengan menggunakan Uji Koefisien Korelasi Spearman's Rank. 43,5% responden menyatakan kualitas pelayanan baik dan 56,5% responden menyatakan sangat baik. Kesimpulan dari penelitian ini adalah ada hubungan yang signifikan antara Kualitas Pelayanan dengan kepuasan pasien rawat jalan BPJS di Puskesmas Bangsalsari. Pelayanan yang baik dapat meningkatkan kepuasan pasien khususnya di Klinik Bangsalsari.

THE ROLE OF CUSTOMER ENGAGEMENT IN BUILDING LOYALTY: EMPIRICAL STUDY ON BCA BANK

Customer loyalty is an important and strategic objective of the banking industry, which is achievable when the expectations of a product are fulfilled and satisfied. Therefore, customer satisfaction should be maintained by developing a deep interaction between customers and service providers. This study aims to analyze the effect of service quality, customer engagement, and customer satisfaction on customer loyalty at Bank Central Asia (BCA) Solo. A qualitative approach using the partial least squares structural equation modeling (PLS-SEM) was employed, to provide an insight for the marketing manager in developing strategies to increase customer loyalty. More specifically, the results showed that service quality has a positive effect on customer satisfaction, while customer satisfaction and engagement also have positive effects on customer loyalty.

Deep Federated Q-Learning-Based Network Slicing for Industrial IoT

Fifth generation and beyond networks are envisioned to support multi industrial Internet of Things (IIoT) applications with a diverse quality-of-service (QoS) requirements. Network slicing is recognized as a flagship technology that enables IIoT networks with multiservices and resource requirements by allowing the network-as-infrastructure transition to the network-as-service. Motivated by the increasing IIoT computational capacity, and taking into consideration the QoS satisfaction and private data sharing challenges, federated reinforcement learning (RL) has become a promising approach that distributes data acquisition and computation tasks over distributed network agents, exploiting local computation capacities and agent's self-learning experiences. This article proposes a novel deep RL scheme to provide a federated and dynamic network management and resource allocation for differentiated QoS services in future IIoT networks. This involves IIoT slices resource allocation in terms of transmission power (TP) and spreading factor (SF) according to the slices QoS requirements. Toward this goal, the proposed deep federated Q-learning (DFQL) is reached into two main steps. First, we propose a multiagent deep Q-learning-based dynamic slices TP and SF adjustment process that aims at maximizing self-QoS requirements in term of throughput and delay. Second, the deep federated learning is proposed to learn multiagent self-model and enable them to find an optimal action decision on the TP and the SF that satisfy IIoT virtual network slice QoS reward, exploiting the shared experiences between agents. Simulation results show that the proposed DFQL framework achieves efficient performance compared to the traditional approaches.

Pengaruh Program E-Samsat terhadap Kepatuhan Wajib Pajak Kendaraan Bermotor Dengan Kepuasan Kualitas Pelayanan Sebagai Variabel Intervening (Studi Kasus Samsat Daerah Istimewa Yogyakarta)

The purpose of this research is to know, the influence of e-samsat program to the satisfaction of service quality, the influence of the satisfaction of service quality to the compliance of motor vehicle taxpayer, the influence of e-samsat program to the compliance of the motor vehicle taxpayers, and to know the effect of e-samsat program on compulsory compliance motor vehicle tax through satisfaction of service quality as intervening variable in Special Region of Yogyakarta. We use primary data. The sample of research is 75 taxpayers but the sample that can be processed only 74.The sampling method used is purposive sampling. Data analysis techniques used path analysis, t test, F test, and R2 test. Based on result of research by using path analysis that, e-samsat program have a significant positive effect to service quality satisfaction, service quality satisfaction has a significant positive effect to vehicle taxpayer compliance, e-samsat program has a significant positive effect on vehicle taxpayer compliance and program e-samsat has a significant positive effect on the compliance of motor vehicle taxpayers through the satisfaction of service quality.Keywords: e-samsat program, service quality satisfaction, and taxpayer compliance

Stochastic Workload Scheduling for Uncoordinated Datacenter Clouds with Multiple QoS Constraints

Cloud computing is now a well-adopted computing paradigm. With unprecedented scalability and flexibility, the computational cloud is able to carry out large scale computing tasks in parallel. The datacenter cloud is a new cloud computing model that uses multi-datacenter architectures for large scale massive data processing or computing. In datacenter cloud computing, the overall efficiency of the cloud depends largely on the workload scheduler, which allocates clients’ tasks to different Cloud datacenters. Developing high performance workload scheduling techniques in Cloud computing imposes a great challenge which has been extensively studied. Most previous works aim only at minimizing the completion time of all tasks. However, timeliness is not the only concern, reliability and security are also very important. In this work, a comprehensive Quality of Service (QoS) model is proposed to measure the overall performance of datacenter clouds. An advanced Cross-Entropy based stochastic scheduling (CESS) algorithm is developed to optimize the accumulative QoS and sojourn time of all tasks. Experimental results show that our algorithm improves accumulative QoS and sojourn time by up to 56.1 and 25.4 percent respectively compared to the baseline algorithm. The runtime of our algorithm grows only linearly with the number of Cloud datacenters and tasks. Given the same arrival rate and service rate ratio, our algorithm steadily generates scheduling solutions with satisfactory QoS without sacrificing sojourn time.

Dynamic Pricing for Differentiated PEV Charging Services Using Deep Reinforcement Learning

With the increasing popularity of plug-in electric vehicles (PEV), charging infrastructure becomes widely available and offers multiple services to PEV users. Each charging service has a distinct quality of service (QoS) level that matches user expectations. The charging service demand is interdependent, i.e., the demand for one service is often affected by the prices of others. Dynamic pricing of charging services is a coordination mechanism for QoS satisfaction of service classes. In this article, we propose a differentiated pricing mechanism for a multiservice PEV charging infrastructure (EVCI). The proposed framework motivates PEV users to avoid over-utilization of particular service classes. Currently, most of dynamic pricing schemes require full knowledge of the customer-side information; however, such information is stochastic, non-stationary, and expensive to collect at scale. Our proposed pricing mechanism utilizes model-free deep reinforcement learning (RL) to learn and improve automatically without an explicit model of the environment. We formulate our framework to adopt the twin delayed deep deterministic policy gradient (TD3) algorithm. The simulation results demonstrate that the proposed RL-based differentiated pricing scheme can adaptively adjust service pricing for a multiservice EVCI to maximize charging facility utilization while ensuring service quality satisfaction.

ANALISIS KUALITAS PELAYANAN BANQUET SECTION TERHADAP KEPUASAN TAMU THE WUJIL RESORT AND CONVENTION UNGARAN

The aim of this research is to find out and analyze the quality of the service banquet section on the satisfaction of guests of The Wujil Resort and Convention Ungaran. The method used in this research is descriptive, with the respondent being a company or agency carrying out activities or events at The Wujil Resort and Convention Ungaran with a total of 50 representatives of these companies or agencies. Data collection techniques used were observation, guest commentary and literature study. The quality of service is influenced by five dimensions, namely reliability, responsiveness, assurance, empathy and physical evidence. While the satisfaction of guests or customers is also influenced by five dimensions: staying loyal, buying the product offered, recommending the product, being willing to pay more, and giving input. From the results of data analysis shows that respondents stated both the Banquet Section service quality and expressed agreement or satisfaction with guest or customer satisfaction.
 Keywords: Service Quality, Banquet Section and Guest Satisfaction

Quality of Comprehensive Midwifery Care as A Determinants of The Quality of Life of A Postpartum Mother

Background: One of the strategic efforts to reduce maternal mortality rate (MMR) is through the provision of comprehensive midwifery care. from pregnancy, childbirth to the puerperium. Indicators of success in midwifery care can be seen from the quality of life of postpartum mothers. Preliminary studies in Agam and Pasaman districts show that 50% of post-partum mothers have a poor quality of life.
 Methods: This analytic descriptive study with a cross-sectional design involved postpartum mother as the subject. The sample of the study was many postpartum mothers who received midwifery services at practicing independent midwives in Pasaman and Agam districts. Samples were taken using the accidental sampling technique within 1 month. A questionnaire for evaluating the quality of life of postpartum women is used as an instrument to measure the quality of life of postpartum mothers. Data were analyzed univariate and bivariate using the chi-square test
 Results: A total of 75.4% of the research subjects had a good quality of life. There is a relationship between service quality (p= 0.001) and maternal satisfaction (p= 0.001) with the quality of life for postpartum mothers.
 Conclusion: The better the quality of midwifery services and the level of satisfaction with services, the better the quality of life for postpartum mothers. Therefore, it is recommended that midwives maintain the quality of midwifery care starting from pregnancy, childbirth to childbirth on an ongoing basis (continuity of care).

The Relationship between Quality of Service Providing Software Systems and User Satisfaction

Objective: In the much complex and dynamic system of health, the smallest difference in services leads to increase in customer demand. Medical centers and hospitals need to expand internet and Application Service Providing (ASP) and to convert that in to a competitive, long-lasting choice. The present study was carried out with the aim of determining the relationship between the quality of service providing software systems and customer satisfaction in selected hospitals of Tehran University of Medical Sciences using similar hospital information systems. Methodology: This research is a correlation, descriptive analysis. The statistical group includes employees in the hospital revenue and clearance unit and the study was carried out through census and using questionnaire. To analyze the data, SPSS software was used and in addition to descriptive statistics of: tables, frequency distribution percentage and average, inferential statistics like KS and Pearson tests were used. Results: With a 95% confidence level one can conclude from this study that there is a meaningful relationship between the quality of service providing software programs with customer satisfaction in the selected hospitals of Tehran University of Medical Sciences. Also, the results showed that the intensity of the relationship between satisfaction and other variables of system quality, service quality and information quality is 0.734, 0.721 and 0.521 respectively (P<.05). Conclusion: Although all variables have positive and meaningful relationship with customer satisfaction, their average is less than moderate limit so the managers in the field of health are advised to consider these issues in their management methods.

The impact of service quality and customer satisfaction on banking services - an overview!

The impact of service quality and customer satisfaction on banking services - an overview!

How Perceived Justice Effects Total User Satisfaction: Applying Service Recovery Perspective.

Ensuring user satisfaction is important to maintain user relation with a service provider and it must be measured at all times and in every stage in the application development. Previous studies focused on user satisfaction as one dimension only. To fill this gap, this study developed a research model called total user satisfaction model (TUS), including the important factors to measure user satisfaction in mobile service in general and in mobile government services in particular. The model includes multi-dimensional user satisfaction (service quality satisfaction, information quality satisfaction, recovery satisfaction and total user satisfaction). Also, elements of perceived justice dimension were used as independent variables. The results indicate that all proposed hypotheses are supported. The highest effect on total user satisfaction is information quality satisfaction. The future research could extend the major factors used in this study by using perceived trust in technology and perceived risk as predictors of user satisfaction.

The Relationship Between Service Quality And Customer Satisfaction

The Relationship Between Service Quality And Customer Satisfaction

The Interaction Effect of Service Factor and Customer Factor on the Link of Service Quality and Customer Satisfaction: Focused on Kano Model and Regulatory Focus

The Interaction Effect of Service Factor and Customer Factor on the Link of Service Quality and Customer Satisfaction: Focused on Kano Model and Regulatory Focus

PENGARUH KUALITAS LAYANAN DAN SISTEM ADMINISTRASI PERPAJAKAN ELEKTRONIK TERHADAP KEPATUHAN WAJIB PAJAK BADAN KPP PRATAMA PASURUAN MELALUI KEPUASAN WAJIB PAJAK SEBAGAI VARIABEL PENGHUBUNG

High level of taxpayer compliance is one of the keys to success in achieving tax revenue targets. To improve taxpayer compliance, the Directorate General of Taxes has made several efforts including improving service quality and implementing an electronic tax administration system. The research objective is to determine the magnitude of the effect of service quality and electronic tax administration system on taxpayer compliance which is mediated by taxpayer satisfaction. Data collection by distributing questionnaires to 94 taxpayers as research samples. Statistical analysis used was a path analysis system that was processed with SPSS Version 18. The results of this research stated that service quality directly did not have a significant effect on taxpayer compliance, but indirectly through taxpayer satisfaction service quality significantly affected mandatory compliance tax. While the electronic tax administration system directly has a significant effect on taxpayer compliance but indirectly through taxpayer satisfaction does not have a significant effect on taxpayer compliance.
 Keywords: Service quality, Electronic Tax Administration System, Satisfaction, and Taxpayer Compliance

End-to-end CNN-based dueling deep Q-Network for autonomous cell activation in Cloud-RANs

The fifth generation (5G) technology is expected to support a rapid increase in infrastructure and mobile user subscriptions with an increase in the number of remote radio heads (RRHs) per unit area using cloud radio access networks (C-RANs). From the economic point of view, minimizing the amount of energy consumption of the RRHs is a challenging issue. From the environmental point of view, achieving “greenness” in wireless networks is one of the many goals of telecommunication operators. This paper proposes a framework to balance the energy consumption of RRHs and quality of service (QoS) satisfaction of users in cellular networks using a convolutional neural network (CNN)-based relational dueling deep Q-Network (DQN) scheme. Firstly, we formulate the cell activation/deactivation problem as a Markov decision process (MDP) and set up a two-layer CNN which takes raw captured images in the environment as its input. Then, we develop a dueling DQN-based autonomous cell activation scheme to dynamically turn RRHs on or off based on the energy consumption and QoS requirements of users in the network. Finally, we decouple a customized physical resource allocation for rate-constrained users and delay-constrained users from the cell activation scheme and formulate the problem as a convex optimization problem to ensure the QoS requirements of users are achieved with the minimum number of active RRHs under varying traffic conditions. Extensive simulations reveal that the proposed algorithm achieves faster rate of convergence than nature DQN, Q-learning and dueling DQN schemes. Our algorithm also achieves stability in mobility scenarios compared with DQN and dueling DQN without CNN. We also observe a slight improvement in balancing energy consumption and QoS satisfaction compared with DQN and dueling DQN schemes.

Performance Analysis of Routing Protocols with Roadside Unit Infrastructure in a Vehicular Ad Hoc Network

Vehicular ad-hoc networks (VANETs) represent a powerful and active field of research and have given rise to many challenges related to routing protocols and communication problems with other vehicles or fixed infrastructure called roadside units (RSU). The dynamic topology and the obstacles encountered in VANET environments mean that the routing of data and the communication between vehicles is confronted with many problems, and particularly in vehicular applications that require reliable communication and satisfactory quality of service (QoS). This paper promotes the intention of infrastructure in an urban scenario and studies the performance of routing protocols considering the constraint of mobility. This leads us to analyze a wide range of routing protocols to ensure optimal coverage and continuous connectivity, taking into consideration two types of data traffic in realistic environments that depend on certain performance metrics. The paper also investigates which protocols provide better performance with RSUs by ranking the results for QoS.

An Investigation of the Effect of Lean Six Sigma Practices on Healthcare Service Quality and Patient Satisfaction: Testing the Mediating Role of Service Quality in Dubai Primary Healthcare Sector

An Investigation of the Effect of Lean Six Sigma Practices on Healthcare Service Quality and Patient Satisfaction: Testing the Mediating Role of Service Quality in Dubai Primary Healthcare Sector