This study examines the service quality of deaf employees at Deaf Café Gading Serpong using the SERVQUAL framework within the context of inclusive culinary tourism. A qualitative descriptive approach with a case study design was employed to capture in-depth service experiences. Data were collected through semi-structured in-depth interviews with eight customers selected via purposive sampling, complemented by passive participant observation and documentation. Data analysis followed the interactive model of Miles and Huberman, involving data reduction, data display, and conclusion drawing. The findings reveal that the tangibles dimension was positively perceived, reflected in the professional appearance of employees, clean service areas, and the availability of visual communication aids that supported the ordering process. Reliability was demonstrated through accurate order fulfillment with minimal errors. Responsiveness was evident in employees’ attentiveness and willingness to assist customers despite communication differences. Assurance emerged from employees’ competence and their ability to build customer trust through consistent service behavior. Empathy was identified as the most prominent dimension, shown through friendliness, patience, and heightened nonverbal attentiveness toward customers. Overall, hearing impairments did not hinder service quality; instead, they encouraged adaptive communication strategies and innovative service practices. This study contributes to the literature on inclusive tourism by highlighting how disability-friendly workplaces can deliver quality service, and it offers practical insights for culinary business managers seeking to implement inclusive and sustainable service models.

The availability of a fast, stable, and reliable internet network is a crucial factor in supporting office operational activities in the digital era. This study aims to analyze and compare the performance of the IndiHome and Starlink networks in the Banda Aceh City Office environment using the Ookla Speedtest application as the main measuring tool. The research method used is a quantitative approach with a comparative descriptive design. Data collection was carried out through direct network speed testing and the distribution of Likert-based questionnaires to 10 IndiHome office staff. The evaluation approach in this study focused on measuring internet network service quality parameters, such as access speed and delay to objectively assess the performance of IndiHome and Starlink services. Parameters analyzed include download speed, upload speed, latency, network stability, weather effects, ease of installation, and service costs. The results showed that the IndiHome network achieved a success rate of 96%, while the Starlink network achieved 95%, both of which are included in the very feasible category. However, based on Ookla testing results and user perceptions, the IndiHome network demonstrated more stable and consistent performance, even though both services have the same speed capacity of 300 Mbps. These findings indicate that the IndiHome network is more recommended as the primary internet connectivity solution to support office operational needs in Banda Aceh.

ABSTRACT Responding to the growing emphasis on well-being in modern society, this study investigates the influence of perceived price and perceived service quality dimensions on spa image and customer satisfaction. A total of 408 Vietnamese spa customers participated in the survey. The results reveal that spa image functions as a central mechanism linking perceptual antecedents to affective outcomes, with customer satisfaction being primarily driven by spa image and perceived service quality dimensions. Specifically, spa image is significantly shaped by perceived price and the tangible, reliability, and empathy dimensions of service quality. While perceived price does not directly influence customer satisfaction, it indirectly enhances satisfaction through its positive effect on spa image, underscoring the pivotal mediating role of image formation in the evaluation process. This finding offers novel empirical evidence on the indirect role of perceived price, demonstrating that its impact is mediated through image formation rather than direct satisfaction effects. Theoretical and managerial implications are discussed, suggesting that perceived price and perceived service quality dimensions play complementary roles in shaping spa image and customer satisfaction.

This study aims to analyze policy integration and the level of public participation in the implementation of coordination meetings on public transportation provision in Southeast Sulawesi Province as a strategic effort to improve the quality of land transportation services. This coordination meeting was held on December 3, 2025, involving various stakeholders, including the Southeast Sulawesi Provincial Transportation Agency, the Regency/City Transportation Agency throughout Southeast Sulawesi, Perum DAMRI, and the Passenger Transportation Legal Entity. The research method used was descriptive qualitative with a policy and institutional analysis approach, supported by data from discussions, meeting minutes, and related policy documents. The results showed that the coordination meeting activities were able to strengthen policy understanding between agencies, increase the effectiveness of institutional coordination, and encourage synergy between the role of the government and transportation business actors. In addition, this forum also played a significant role in formulating joint strategies to improve the quality of public transportation services, including aspects of route planning, service standards, and operational sustainability. Through a structured coordination mechanism and discussion, each party gained a more comprehensive understanding of their respective roles, authorities, and responsibilities in the implementation of regional transportation. Thus, this coordination meeting is an important instrument in supporting collaborative and public service-oriented transportation governance.

Service Quality and Its Effect on Customer Satisfaction in Digital Banking

Early childhood is a period of rapid growth and development in a child's life. At this stage, children begin to form the foundations of their intelligence, character, and social and emotional abilities that will influence their future lives. Therefore, early childhood education plays a very important role in providing stimulation and learning experiences that are appropriate for their stage of development. In West Sumatra Province, public awareness of the importance of early childhood education services continues to increase along with the growing number of early childhood education institutions. However, the increase in the number of institutions has not been accompanied by an improvement in service quality. Many institutions still face obstacles such as a shortage of qualified teachers, a lack of facilities and infrastructure, and low teacher welfare. This situation has an impact on the quality of services received by children and the satisfaction of parents as service recipients. The results of this study are expected to provide a deeper understanding of the importance of improving service quality as an effort to create high-quality, competitive PAUD institutions that are able to meet the expectations of the community.

Purpose To build and design a simulation model to mimic customer behaviour using discrete event simulation. The model will incorporate a multi-channel queueing system. Thus, multi-servers will attend to customers in line. This improves service quality and avoids queues. Also, the simulation model will help identify gaps in the restaurant. Design/methodology/approach The research utilizes Arena simulation software to develop a model that simulates a typical South African restaurant. The model focuses on customer behaviour, operational flow and resource management, including staff and equipment. The simulation logic models customer flow through the restaurant. Upon arrival, customers are either seated immediately or wait in a queue if no seats are available. Once seated, customers place orders, which are passed to the kitchen for preparation. The time taken for each process (e.g. seating, ordering and food preparation) is recorded and analyzed for potential bottlenecks. Findings The use of discrete event simulation (DES) in conjunction with Arena simulation software offers a practical method for improving restaurant operations in South Africa. By modelling customer behaviour and operational processes, restaurant managers can identify critical bottlenecks and implement changes to improve efficiency, especially during peak periods. This study demonstrates that careful attention to staff scheduling, resource allocation and the layout of restaurant processes can greatly enhance customer satisfaction and operational effectiveness. The simulation results can serve as a decision-support tool for restaurant owners to test various strategies without disrupting actual operations. Research limitations/implications Further research could expand on this work by incorporating machine learning to predict customer behaviour trends or develop more detailed models that account for external factors such as load shedding, economic variability, or seasonal changes in customer patterns. Moreover, more optimization algorithms will be explored to identify an optimal solution to improve service quality to customers. Also, the Monte Carlo simulation will be included and embedded within a discrete event simulation. Furthermore, the future of DES in restaurant simulations lies in improving the realism of human behaviour models and integrating new technologies such as integration with artificial intelligence, real-time simulation and decision support and hybrid simulation models. Practical implications The application of DES in modelling human behaviour in restaurants offers significant advantages in operational management. As the restaurant industry continues to evolve, leveraging such simulation techniques will be crucial for maintaining competitiveness and improving customer experiences. The interaction of people at a restaurant, from when a customer arrives and places an order until they receive their food, was modelled using discrete event simulation. The simulation can be used to assess the restaurant’s performance, better comprehend the situation, and assess any new enhancements. The simulation’s overall effectiveness can be predicted using the model, along with the potential duration of an order and the impact of system changes. Social implications The baseline scenario revealed that customer wait times were acceptable during off-peak hours but significantly increased during peak times. In the peak hour scenario, customer abandonment rates (customers leaving without service due to long wait times) rose, suggesting that restaurants should implement dynamic staffing strategies to manage busy periods. The staff shortage scenario highlighted the critical role of adequate staffing in maintaining service quality, as both wait times and staff utilization were adversely impacted. Originality/value To the best of our knowledge, this is the first research on modelling human behaviour using discrete event simulation for South African restaurants.

The development of information technology encourages government institutions to improve the quality of public information services that are fast, transparent, and easily accessible. The Content Management System (CMS) previously used at the sub-district level had several limitations, including low mobile responsiveness, limited public service features, and the use of an outdated Laravel framework. This study aims to design a web-based CMS Version 2 by updating the user interface, adding public service modules, and migrating to the latest Laravel framework. The system was developed using the Waterfall model of the System Development Life Cycle (SDLC), consisting of requirement analysis, UML-based system design, implementation, and functional testing. Testing was conducted through functional test scenarios and page response time measurements on the main page and admin dashboard. The results indicate that CMS Version 2 operates according to user requirements and demonstrates improved interface responsiveness compared to the previous system. This study is limited to the design and initial testing phase; therefore, full-scale implementation in a real government environment is suggested for future work.

Drug management is a crucial component of pharmaceutical services, aiming to ensure the availability and quality of pharmaceutical supplies in accordance with actual needs. Ineffective management, such as inaccurate planning, may result in overstocking, leading to expired drugs, damaged drugs, and dead stock. These issues can cause financial losses and degrade service quality. This study aimed to evaluate the management of expired, damaged, and dead stock medicines in pharmacy installations using a narrative review approach. Scientific articles published between 2015 and 2025 were retrieved from Google Scholar, PubMed, and ScienceDirect, then selected based on predefined inclusion criteria and analyzed descriptively. The results showed that the percentage of expired medicines ranged from 0 to 27.11%, damaged medicines from 0 to 0.45%, and dead stock from 0.022% to 13.4%. These variations indicate that pharmaceutical inventory management practices differ across healthcare facilities and are influenced by factors such as inaccurate demand planning, inadequate storage conditions, and insufficient inventory monitoring. In conclusion, expired, damaged, and dead stock medicines are still found in pharmacy installations and have not fully met the ideal indicators of efficient drug management. Therefore, improvements in inventory planning, storage systems, and routine monitoring are necessary to reduce losses and enhance the quality of pharmaceutical services.

The rapid development of digital technology has transformed how BRILink agents provide services and implement marketing strategies. This study designs a dashboard prototype to evaluate customer service performance, including transfer and cash withdrawal transactions, and to support data-driven decision-making. The research applies a design-based methodology, with data collected through surveys, interviews, and user needs analysis. The dashboard prototype, developed using Figma, presents service indicators, transaction metrics, and digital marketing performance in real-time through interactive visualizations. The evaluation results indicate that the dashboard facilitates monitoring service quality and supports more accurate digital marketing strategic planning. This research contributes to the development of digital tools aimed at enhancing service performance and marketing effectiveness for BRILink agents by integrating key metrics such as Conversion Rate, Customer Satisfaction Index (CSI), and Average Transaction Value (ATV).

The Sambat Online service is a promising platform developed by the Malang City Government to collect feedback and suggestions from the public as part of efforts to enhance government service quality. To ensure that citizen feedback is effectively categorized and delivered to the relevant departments, a highly accurate text classification method is required. This study investigates the application of N-Gram features in two popular text classification algorithms: Naïve Bayes Classification (NBC) and K-Nearest Neighbor (KNN). The research aims to analyze and compare the performance of different N-Gram models (unigram, bigram, and trigram), both individually and in combination, for classifying textual data obtained from the Sambat Online system. Experimental results demonstrate that incorporating N-Gram features significantly improves the accuracy of both NBC and KNN classifiers. Among the evaluated methods, NBC achieved consistently higher performance across multiple feature combinations. The highest classification accuracy was obtained when all three N-Gram types were combined, yielding an accuracy of 98.67% for NBC and 97.17% for KNN. These findings indicate that the integration of N-Gram features can effectively enhance text classification performance in e-government applications, particularly when implemented using NBC.

Meskipun Rekam Medis Elektronik (RME) berpotensi meningkatkan efisiensi dan keselamatan pasien, hambatan implementasi sering kali menghalangi tercapainya kualitas layanan yang optimal. Studi ini bertujuan mengidentifikasi, mengkategorikan, dan mensintesis hambatan utama yang membatasi efektivitas RME dalam meningkatkan kualitas layanan rumah sakit. Tinjauan literatur sistematis dilakukan mengikuti pedoman PRISMA 2020 dengan menganalisis 28 studi empiris yang diterbitkan dalam bahasa Inggris antara tahun 2020 hingga 2024 dari basis data Scopus dan PubMed. Sintesis naratif mengidentifikasi delapan tantangan utama, yaitu masalah kegunaan dan beban kerja; kesenjangan pelatihan; risiko interoperabilitas dan keamanan; tata kelola yang lemah; kendala infrastruktur; resistensi adopsi; manajemen perubahan yang tidak memadai; serta implikasi terhadap keselamatan pasien. Oleh karena itu, efektivitas implementasi RME bergantung pada strategi multidimensi di luar aspek teknis. Penguatan tata kelola, jaminan interoperabilitas, pelatihan berkelanjutan, serta kepemimpinan yang kuat dan manajemen perubahan proaktif sangat penting untuk mengatasi resistensi budaya dan memaksimalkan kontribusi RME terhadap kualitas layanan rumah sakit. Despite the potential of Electronic Medical Records (EMR) to enhance hospital efficiency and patient safety, implementation barriers often hinder optimal service quality. This study identifies, categorizes, and synthesizes the primary barriers limiting EMR effectiveness in improving hospital service quality. A systematic literature review was conducted following the PRISMA 2020 guidelines, analyzing twenty-eight peer-reviewed empirical studies published in English between 2020 and 2024 retrieved from Scopus and PubMed. The narrative synthesis revealed eight dominant themes posing major challenges: usability and workload issues; training gaps; interoperability and security risks; weak governance; infrastructure constraints; resistance to adoption; insufficient change management; and negative implications for patient safety. Consequently, the effectiveness of EMR implementation depends on multidimensional strategies beyond technical capabilities. Strengthening governance, ensuring secure interoperability, and providing continuous user training, alongside strong leadership and proactive change management, are essential to overcome cultural resistance and maximize EMR contributions to hospital service quality.

The purpose of this research is to identify the factors influencing Nazar Paint wall paint customers' happiness in Bandung, Indonesia, with respect to the product and service quality. Customer complaints about product and service quality are one of the important topics that formed the basis of this study. The study makes use of a quantitative technique that combines descriptive and verification techniques. The data was gathered by sending out surveys to one hundred people who had bought and used wall paint from Nazar Paint. Several statistical tests, including multiple linear regression, the F-test, and the t-test, were used to examine the data. The research found that customer satisfaction is positively and significantly impacted by both product and service quality, either singly or in combination. If the Nazar Paint wall paint business unit in Bandung wants to keep its customers happy, it should follow these recommendations and make their products more consistent and their services better.

Marketing excellence refers to a firm’s ability to consistently create superior customer value through strong marketing capabilities and translate this into sustainable outcomes such as customer retention, market performance, and competitive positioning. In Iraq, private banks in Erbil face rising pressure to anticipate change, respond quickly, and deliver reliable service quality in a market where customer trust is central. This study examines how six marketing proactiveness strategies, trend anticipation and innovation, customer-centric approach, competitive intelligence, agile marketing practices, strategic partnerships and collaborations, and content and thought leadership, contribute to marketing excellence, and whether service quality strengthens these relationships. A quantitative design was employed using survey data from 410 bank officers across 32 private banks in Erbil. After obtaining organizational access approvals, proportional selection was applied within banks to ensure representation across top, middle, and lower management levels, with random selection used to identify participating officers. Structural equation modeling was used to test the hypotheses and the moderating role of service quality. Results indicate that marketing proactiveness strategies positively influence marketing excellence, while service quality strengthens several of these relationships, with conditional effects varying across strategy dimensions. The study contributes by extending the resource-based view through a capability-bundling explanation of how proactive marketing and service quality jointly support marketing excellence in an underexplored banking context.

This study aims to analyze the influence of medical quality, service quality, and price fairness on satisfaction and their impact on loyalty of Indonesian patients undergoing medical tourism in Malaysia. This study used a quantitative approach with a survey method, where data were collected through structured questionnaires from 200 respondents who had received medical services at several leading hospitals in Malaysia. The data analysis technique was carried out using Structural Equation Modeling based on Partial Least Squares (SEM-PLS) to test the relationship between the study variables. The results showed that medical quality and service quality had a positive and significant effect on patient satisfaction, confirming the importance of diagnostic accuracy, treatment effectiveness, and the professionalism of medical and non-medical personnel in shaping the experience of cross-border medical tourism. In contrast, price fairness did not have a significant effect on satisfaction, indicating that Indonesian patients prioritize clinical outcomes and service quality over price considerations. Furthermore, patient satisfaction was shown to have a very strong and significant influence on loyalty, which was reflected in the intention to return and authorize medical services in Malaysia. These findings provide theoretical and practical support for the development of medical tourism policies, particularly in efforts to strengthen the competitiveness of domestic healthcare services in Indonesia.

The paper examines how artificial intelligence (AI) improves banking service quality in Jordan, with digital innovation acting as a mediator. Using survey data from 435 respondents, the study finds that AI, through automation, data analysis, cybersecurity, customer experience, and ethics, positively impacts service quality both directly and indirectly (Skouloudis & Venkatraman, 2025). Digital innovation significantly strengthens this relationship, highlighting its role in enhancing responsiveness, security, and personalization in banking services. The paper addresses a relevant and timely topic in the field of corporate and business strategy. The integration of AI, digital innovation, and banking service quality represents an important contribution for both academic research and practical strategy in the financial sector (Castelnovo, 2024). This study contributes to the literature by empirically demonstrating the strategic importance of aligning AI technologies with comprehensive digital innovation initiatives in the banking sector. From a practical perspective, the findings provide valuable insights for bank managers and policymakers seeking to improve service quality through AI-driven digital transformation within emerging market contexts.

This study aims to examine the effects of service quality, consumer experience, perceived security, and service satisfaction on tourist loyalty. The sample consisted of 170 respondents. Data analysis techniques included validity testing, reliability testing, classical assumption tests, multiple linear regression analysis, the coefficient of determination, the F-test, and the t-test. The results indicate that service quality has a positive and significant effect on tourist loyalty; consumer experience has a positive and significant effect on tourist loyalty; perceived security has a positive and significant effect on tourist loyalty; and service satisfaction has a significant effect on tourist loyalty. Based on these findings, it is recommended that the management of PT Caspla Bali at Sanur Harbor enhance staff competence and knowledge in serving tourists by providing regular training, consistently delivering services that meet or exceed promises made to tourists, and ensuring the availability of complete and modern safety equipment to increase tourist trust. Furthermore, continuous efforts should be made to improve service quality, consumer experience, perceived security, and service satisfaction in order to strengthen tourist loyalty.

Digital transformation in the public sector requires information systems that provide consistent and equitable services to diverse stakeholder groups. A National Research Funding Information System (NRFIS) has become a strategic digital platform for managing research funding processes end-to-end across government institutions, universities, and research organizations. While previous evaluations have examined such systems using structural models, limited attention has been given to differences in perceptions between internal stakeholders and external research stakeholders. This study compares user perceptions regarding System Quality (SY), Information Quality (IQ), Service Quality (SQ), Use (UE), User Satisfaction (US), and Net Benefits (NB) between internal and external users of NRFIS. A total of 335 respondents participated, comprising 290 external stakeholders and 45 internal stakeholders. Descriptive results show that internal users consistently reported higher perceptions across all constructs: SY (4.28 vs. 3.94), IQ (4.42 vs. 3.99), SQ (4.39 vs. 3.87), UE (4.42 vs. 3.97), US (4.47 vs. 3.98), and NB (4.56 vs. 3.95). Chi-Square tests confirm statistically significant differences across all constructs (p < 0.01). Mann–Whitney U tests further validate substantial median differences (all p < 0.001). These findings demonstrate robust perception gaps between user groups, highlighting the need for improved onboarding, training, and support mechanisms for external stakeholders. This study contributes to digital governance literature by revealing structural disparities in user experience and provides policy recommendations for enhancing inclusiveness and effectiveness of NRFIS-based research funding services.

Public transportation plays an important role in supporting community mobility and accelerating regional economic growth. To improve public transportation services in East Java, the East Java Provincial Transportation Agency introduced the Trans Jatim Bus system. However, its implementation still faces several challenges, including long bus arrival times, the use of mobile applications that are difficult for elderly users, and inconsistencies in the availability of supporting facilities such as seating and trash bins at bus stops. This study aims to analyze the quality of Trans Jatim Bus services based on the service quality dimensions proposed by Wirtz and Lovelock. The research employs a descriptive qualitative approach. Data were collected through interviews, observations, and documentation, and analyzed using stages of data collection, data reduction, data presentation, and conclusion drawing. The findings indicate that reliability has not met service standards due to prolonged waiting times. Responsiveness and assurance were found to meet service standards, as passengers expressed satisfaction with service responses and complaint handling. Empathy was considered adequate, although accessibility issues for elderly passengers remain. Tangible aspects were also sufficiently met, but inconsistencies were found in the provision of seating and trash bins at several bus stops. Based on these findings, the study recommends increasing the number of buses on corridor 2, evaluating bus schedules, conducting public awareness campaigns, and ensuring the consistent provision of seating and trash bins at all bus stops to improve overall service quality.

This study examines the mediating role of customer satisfaction in the influence of service quality, perceived enjoyment, and trust on customer loyalty among Telkomsel data package users in Surakarta. A quantitative approach was used with 100 respondents analyzed using PLS-SEM. The results show that all independent variables have a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction also has a significant effect and mediates the relationships among variables. These findings highlight the importance of improving service quality, enjoyable experiences, and trust to strengthen customer loyalty.