Service Standards Research Articles

Impact of Sharia hospital service standards and religiosity commitment on patient satisfaction and loyalty: insights from certified Sharia hospital in Indonesia

Purpose This study aims to analyze the influence of the dimensions of Sharia hospital service standards, religiosity commitment and trust of Muslim patients on attitudes and satisfaction, as well as the implications of loyalty. Design/methodology/approach This study was carried out by analyzing data obtained from a survey with purposive sampling techniques with 425 patients in an Indonesian-certified Sharia hospital and analyzing it using partial least squares structural equation modeling software to test the path modeling and the relationship between the instruments. Findings This study shows that hospital amenities, doctor’s services, nurses’ services, health-care technicalities and hospital environmental and administrative behavior affect patient satisfaction. In addition, religiosity and trust in encouraging patient attitudes determine patient satisfaction. High satisfaction points will increase loyalty to Sharia hospitals. Research limitations/implications This study encourages managers to maximize the quality of humanist Islamic medical services and the infrastructure of comfortable facilities. In addition, hospitals need to improve their holistic atmosphere, technical services and administrative behavior so that they can become essential value for hospital marketing – the development of competence and ethical behavior of health workers through various training programs internally and externally. Originality/value This study presents the determination of Sharia hospital service standards accompanied by a commitment to religiosity and trust as a psychological perspective of Muslim patients on attitudes and satisfaction and its implications on the brand loyalty of Indonesian Sharia hospitals that have been officially certified.

The Quality of public service in re-verification at the Department of Industry and Trade of Gunung Mas District

Tera and Re-Tera Services are under the responsibility of the Metrological Division, especially the Tera and Re-Tera Service Section at the Gunung Mas Regency Industry and Trade Office. This study aims to find out how the Quality of Public Services is Re-Labeled by the Gunung Mas Regency Industry and Trade Office. Based on the results of observations, interviews and documentation in this study, it shows that the Quality of Public Services in the Re-Tera by the Gunung Mas Regency Industry and Trade Office can be concluded as follows: 1. The Re-Tera service carried out by the Gunung Mas Regency Industry and Trade Office has basically been carried out in accordance with public service standards which are in line with the regulations of the Minister of Apparatus Empowerment State No. 63/KEP/M.PAN/7/2003 concerning General Guidelines for the Implementation of Services. 2. The availability of human resources to provide services in the implementation of certified services and have special expertise in the field of Tera-Tera Re-Tera is only 1 (one) employee. 3. There are no basic technical rules for services in the form of Regional Regulations and Regulations of the Gunung Mas Regency Industry and Trade Office. The suggestions in this study are: 1. It is necessary to conduct a more in-depth assessment of the analysis of employee needs, especially Penera. 2. In addition, it is also necessary to make specific rules related to the Re-Tera Tera Service.

Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen Di Seblak Pasta Taman Siswa

This research aims to analyze the influence of service quality and product quality on consumer satisfaction at Seblak Pasta Taman Siswa. Service quality includes various aspects of interaction and service provided by staff to customers, while product quality is related to the taste, appearance and consistency of the seblak pasta served. The research method used was a survey with a questionnaire distributed to 120 respondents who were customers of Seblak Pasta Taman Siswa. The collected data was analyzed using multiple linear regression to determine the influence of the variables studied on consumer satisfaction. The research results show that both service quality and product quality significantly influence consumer satisfaction, with product quality having a stronger influence. These findings provide practical implications for the management of Seblak Pasta Taman Siswa to continue to improve service standards and product quality in order to increase customer satisfaction and maintain consumer loyalty.

Optimalization of Minimum Service Standards for Newborn Services in Lebak Regency: Challenges and Solutions

Optimalization of Minimum Service Standards for Newborn Services in Lebak Regency: Challenges and Solutions

An Examination of School-Based Psychological Counseling Services for Improving Mental Health

Psychological counseling, as a form of school-based mental health services, plays a crucial role in supporting the well-being of students. However, there is limited knowledge about the state of school counseling programs in Vietnam. The objective of this study, which used a combination of quantitative and qualitative methods, was to examine the current practices, utilization rates, effectiveness, and obstacles faced in providing psychological counseling in Vietnamese schools. The research included a survey of 150 students and interviews conducted with 10 school counselors and administrators from five high schools in Ho Chi Minh City. The findings revealed that despite a high demand for counseling services among students, the utilization rates were alarmingly low. Several significant barriers were identified, including a shortage of school counselors, inadequate training for counselors, societal stigma associated with mental health issues, lack of private spaces for counseling sessions, and the absence of national standards for school-based services. The results emphasize the disparities between the current status of school counseling programs in Vietnam and international standards. Suggestions include the implementation of more extensive professional development for counselors, increasing the number of full-time counselors, establishing national guidelines for mental health services in schools, raising awareness through anti-stigma campaigns, and allocating more funds. Improving psychological counseling services in schools holds the potential to offer essential assistance for the mental health and overall well-being of Vietnamese students.

EFISIENSI SISTEM PENYIMPANAN OBAT DI BEBERAPA PUSKESMAS DAERAH YOGYAKARTA

Medicine storage is an activity to ensure that the medicines received are placed in a place that is considered safe, which includes 3 elements, namely spatial planning and preparation of the medicine warehouse, safeguarding the quality of medicines, and recording medicine stock. Medication storage errors can cause drug shortages, losses due to lost or damaged and expired drugs, and also result in the potency of a drug decreasing which then results in it being ineffective if consumed by the patient. The aim of this research is to determine the suitability of drug storage and determine the efficiency of drug storage at the Sleman Health Center, Yogyakarta City and Bantul. This research is non-experimental research, with a descriptive qualitative research type and design. The results of research on drug storage in the three community health centers meet the standards in the "Very Good" category based on the Pharmaceutical Management Training Materials in Community Health Centers published by the Ministry of Health in 2010, as well as technical instructions for pharmaceutical service standards in Community Health Centers from the Ministry of Health in 2019. Results of drug storage efficiency Value The Turn Over Ratio (TOR) at the Sleman Community Health Center was 10.87 times, the Yogyakarta City Health Center 9.55 times and the Bantul Community Health Center 11.33 times. The percentage of expired and damaged medicines at the Sleman Community Health Center was 5.33%, Yogyakarta City Health Center 7.5% and Bantul Community Health Center 3.63%. The percentage of dead stock medicines at the Sleman Community Health Center is 9.38%, the Yogyakarta City Health Center is 10.12% and the Bantul Community Health Center is 1.35%.

ANALISIS FAKTOR YANG MEMPENGARUHI PEMBERIAN ASUHAN KEBIDANAN KEHAMILAN HOLISTIK DI LAYANAN BIDAN KOMUNITAS

All Indonesian citizens have the right to receive health services. “Health” refers to physical, mental, social and spiritual health (Health Law No. 17, 2023). This state is called holistic health. Holistic midwifery care has become an important part of midwifery practice today. The emergence of holistic midwives in maternity care in the Netherlands is a relatively new development. The first Dutch holistic midwife started her current practice around 2000. It took several years for a second holistic midwife to join her, but by the beginning of the next decade there were already more than a dozen midwives, and current estimates (2019) range between 20 and 30 holistic midwives which is active in the Netherlands (Hollander, 2019). Holistic therapy methods that can be applied in Indonesia in midwifery care include body and mind intervention (prenatal yoga), alternative medical service systems (acupressure, aromatherapy), manual healing methods, pharmacological & biological treatment (herbal therapy in midwifery practice), diet and nutrition, and so on (Minister of Health Regulation, 2018). The holistic midwifery service model for pregnant women can be integrated into the 10 T midwifery service standards in the interview aspect (Decree of the Minister of Health, 2020). The aim of this research is to determine the factors that influence the provision of holistic pregnancy midwifery care in community midwife services in Curug District, Serang City. The method used was bivariate chi-square and multivariate analysis using logistic regression with a total sample of 27 midwives. The research results show that there is a statistically significant relationship between knowledge with a P-Value of 0.000 (<0.05), attitude with a P-Value of 0.002 (<0.05), motivation with a P-Value of 0.023 (<0.05), and training with a P-Value of 0.000 (<0.05) on the provision of holistic pregnancy midwifery care in community midwifery services. Statistically there is no significant relationship between midwife practice place and P-Value 0.168 (>0.05), length of service with P-Value 0.286 (>0.05), education with P-Value 0.154 (>0.05), and age with a P-Value of 0.244 (>0.05) on the provision of holistic pregnancy midwifery care in community midwifery services. The variable that has the greatest relationship to the provision of holistic pregnancy midwifery care in community midwifery services in Curug District, Serang City is knowledge with logistic regression 86,456.

Strengthening Services for Secondary Education (SPM) and Equivalent Education SPM to Accelerate Human Development Index Improvement in Central Kalimantan Province

This research is motivated by the still low Human Development Index (HDI) achievements of Central Kalimantan Province. Over the past five years, comparing it with the National HDI, Central Kalimantan's HDI remains below the National HDI. This indicates challenges that need to be addressed to improve the quality of life in the province to match the national average. The purpose of this research is to examine which policies could be options for the local government in Central Kalimantan to improve HDI achievements in their region. This study uses a quantitative method with a descriptive approach. The data used in this research are secondary data collected through literature studies, visiting official sites such as BPS or the Indonesian Ministry of Education and Culture, and visiting related agencies that are relevant data sources for the research. Based on the results of the study, it was found that one of the policies that can accelerate the improvement of the HDI in Central Kalimantan Province is through strengthening the implementation of Minimum Service Standards (MSS) in education, specifically the MSS for Secondary Education and the MSS for Equivalency Education

EVALUATION OF PUBLIC TRANSPORT FACILITIES AT PORTS, AIRPORTS, STATIONS, AND TERMINALS

Indonesia is known as an archipelagic country because it has thousands of islands spread from Sabang to Merauke. To connect an area or island to another, Indonesia has various modes of public transportation. Facilities on public transportation modes must be adequate to accommodate prospective passengers who will travel to an area. Evaluation of public facilities is very necessary to increase passenger comfort. This research was carried out using direct observation methods and using literature reviews from sources on the internet. In this research, there are several modes of public transportation discussed, namely Ketapang Harbor, Gusti Ngurah Rai Airport, Bandung Station, and Guntur Melati Terminal. Ketapang Port has several shortcomings, namely improving the weather information system, improving the traffic operational system, improving services, and expanding the dock. Then, Gusti Ngurah Rai Airport has a shortage of VVIP parking spaces, so improvements are needed. According to the Regulation of the Minister of Communications No. 63 of 2019 on the Minimum Service Standards for Passenger Traffic by Rail, Bandung Station has not met the standards in terms of safety, security, comfort and convenience. Meanwhile, according to the regulation of PM No. 40 of 2015 on the Standards of Service for the Maintenance of Passenger Terminals of Road Transportation, the Guntur Melati Terminal also still has deficiencies in the safety and conveniency aspects.

Внутренний туризм глазами россиян: факторы привлекательности, барьеры, социальные риски

The article analyzes the state of domestic tourism in Russia, its attractiveness, problems and social risks. There is a growing popularity of domestic tourism in Russia, as many residents of the country seek to explore it, enjoy its nature and culture. However, domestic tourism faces several challenges, including high costs, limited availability of information, and low service standards. Social risks are also present, such as security issues and lack of trust in local products and services. The Government seeks to minimize social risks and develop the industry through strategic initiatives aimed at improving infrastructure and accessibility of tourism products. Addressing existing problems and reducing social risks are necessary for further development. The aim of the article is to analyze the factors of attractiveness and social risks of domestic tourism for Russians based on existing data. Nevertheless, the government’s commitment to mitigating these risks and fostering growth in the industry through infrastructure improvements and strategic initiatives is commendable. Moving forward, addressing existing challenges and reducing social risks will be imperative for unlocking the full potential of domestic tourism in Russia. By leveraging its diverse offerings and implementing targeted interventions, the country can establish itself as a vibrant and sustainable domestic tourism destination, enriching the experiences of both residents and visitors alike.

Analysis of the Current Situation of Service Quality in Private Elderly Institutions and Reflections on Improvement

In recent years, with the exacerbation of societal aging, private eldercare institutions have assumed increasingly pivotal roles within our nation's eldercare service framework. Nevertheless, beneath the veneer of rapid development, the current state of service quality presents a less than satisfactory scenario. Within the realm of private eldercare institutions, numerous factors collectively influence the caliber of service. Foremost among these concerns is the issue of singular service offerings coupled with inconsistent quality. Many establishments lack rich and comprehensive service provisions in daily care, rehabilitative assistance, and psychological support, resulting in significant disparities in service standards. Moreover, inadequacies in staffing and professional capabilities serve as critical impediments to enhancing service quality. Numerous private eldercare institutions suffer from shortages in both the number and expertise of caregiving personnel, not only hampering the effective execution of daily services but also diminishing the satisfaction levels of service recipients to a certain extent. Furthermore, the issues of management systems and operational efficiency demand equal attention. Many institutions lack innovative and efficient mechanisms in management systems and operational models, leading to irrational resource allocations, inefficient service processes, thereby compromising overall service quality. Against the backdrop of these aforementioned challenges, the comprehensive enhancement of service quality in private eldercare institutions emerges as an urgent issue in need of resolution.

Research on the residual stress of stainless steel pipe after overlay repair

The weld overlays are widely used to repair metal butt welds or piping components by depositing weld metal on the outside surface of the welds and piping components. This paper presents the detailed residual stress distribution of girth weld in stainless steel pipe after butt welding and weld overlay repair by using finite element analysis. Two dimensional (2D) cross-section models, axisymmetric assumptions for piping girth welds are used to simulate the welding process in order to predict the residual stress distribution in the weld and base material. A project has been implemented to validate the analytical models used to perform welding residual stress analysis against measured residual stresses data in literature. It is found that the simulation results of butt welding are consistent with the experimental results in literature, which means that the analysis model and its results are accurate and reliable. A series of simulations are conducted to investigate the changing rules of influencing factors of overlay repair for stainless steel pipe. The results show that appropriate interpass temperature and heat input, increasing the thickness of overlay can effectively increase the range of compressive stress in pipe, so as to prevent and limit the generation and propagation of cracks. This research may provide an important support for the formulation of weld overlay repair standards in service.

Navigating Challenges and Seizing Opportunities in China's Era of Online Health Education.

The rapid growth of internet users in China presents opportunities for advancing the "Healthy China 2030" initiative through online health education. Platforms like "Shanghai Health Cloud" and "National Health Information Platform" improve health literacy and management, enhancing overall public health. However, challenges such as the digital divide and the spread of unverified health information hinder progress. Addressing these issues requires enhancing digital infrastructure, employing advanced technologies for information validation, and setting high standards for online health services. Integrated efforts from various sectors are essential to maximize the benefits of online health education in China.

Factors Influencing Midwives Preparedness in Postnatal Family Planning Services and Their Impact On Contraceptive Care in Independent Midwifery Practices

Midwives, as key providers of family planning services, must continually improve their education, knowledge, and skills to offer effective contraceptive care. These needs arise from the evolving landscape of scientific knowledge and technology, requiring regular updates and elevation of family planning service standards. This ensures the enhancement of the quality of contraceptive services and fosters trust among potential acceptors. This study aims to analyze the factors affecting midwives’ readiness in postnatal family planning services and their correlation with the quality of contraceptive care in independent midwifery practices (IMPs). In this study, the researchers applied quantitative research with an analytical survey design and a cross-sectional approach. The study samples comprised licensed midwives operating independent midwifery practices (IMPs) in Sleman, Yogyakarta. Samples were selected using the quota sampling technique, in which the researchers determined a minimum sample size of 30 respondents for the study. The conducted data analysis involved both univariate and bivariate analyses. Concerning the bivariate analysis, the researchers employed the regression test. In the univariate analysis, it revealed that the majority of respondents had a vocational education background (53.1%). As for the midwives’ knowledge regarding postnatal family planning, a significant majority demonstrated a moderate level of understanding (59.4%). Additionally, most midwives exhibited updated skills following contraceptive training (75%). In the bivariate analysis, the significance values for skills/update training in providing Intrauterine Device (IUD) contraceptive services, pill contraceptive services, and knowledge regarding condom contraceptive services were found to be 0.042, 0.026, and 0.019, respectively, all below the threshold of < 0.05. In conclusion, there exists a noteworthy correlation between skills acquired through contraceptive training and the provision of Intrauterine Device (IUD) contraceptive services as well as contraceptive pills. Moreover, there is a significant correlation between knowledge levels and the provision of condom contraceptive services.

The Influence Of Online And Offline Registration Education On The Level Of Patient Satisfaction At Colomadu 1 Health Center

A very simple and fast registration service is one of the efforts to improve the quality of service to patients which will affect patient satisfaction. The development of technology and information influences various aspects, one of which is the health sector, known as e-health. One application of e-health. This is online registration which is carried out together with direct registration, but to inform the public there must be education regarding online and offline registration so that the public understands the process. The goal of service is patient satisfaction, where according to minimum service standards, the customer satisfaction level is more than 90%. It is hoped that an effective, efficient registration system and minimal waiting time will increase patient satisfaction. Quantitative research type with a cross sectional approach. The research sample of patients who registered online and manually was divided into two groups, namely the online registration group and the direct registration group using accidental sampling techniques. The data analysis technique uses the chi square statistical test. From the results of the bivariate analysis it is known that the data analyzed using the independent t-test shows that the average knowledge score in the offline group (Mean= 14.95; SD= 2.87) is greater than the average knowledge score in the group with online registration ( Mean= 11.74; SD= 2.74), and this result is statistically significant (p<0.001). Online registration group and direct registration at Colomadu 1 Community Health Center.

Once-per-week haemodialysis in a financial crisis: Predictors of interdialytic weight gain.

Several countries are experiencing challenges in maintaining standard haemodialysis services for people with kidney failure. This study aimed to investigate the health profile of people receiving haemodialysis and to identify factors associated with interdialytic weight gain. A cross-sectional study. A total of 166 adults with kidney failure and receiving haemodialysis for at least 3 months were included. A structured chart audit form collected, demographic and haemodialysis treatment characteristics, recent biochemical and haematological results, and prescribed treatment regimens from clinical records. Data were analysed descriptively. Odds ratios (OR) were calculated to identify independent risk factors for interdialytic weight gain. Mean age was 52 years (SD = 12.5), over half were male (60.2%, n = 100), and most were receiving 4 h of haemodialysis once per week (87.3%, n = 145). Approximately half (51.8%, n = 86) had an interdialytic weight gain >2%. Being female (OR = 3.39; 95% CI, 1.51-7.61), increased comorbidities (OR = 1.50; 95% CI, 1.22-1.84) and having BMI outside of the normal range (overweight/obese [OR = 8.49; 95% CI, 3.58-20.13] or underweight [OR = 4.61; 95% CI, 1.39-15.31]) were independent risk factors for increased interdialytic weight gain. Most patients were receiving 4 h of haemodialysis once per week although only modest alterations in potassium, phosphate, and fluid status were observed. Understanding the patient profile and predictors of interdialytic weight gain will inform the development of self-management interventions to optimise clinician support.

Evaluation and improvement process in quality of service: case studies of restaurants in Manabí

The objective of this research is to evaluate the quality of restaurant services of Manabí, a local offer of Ecuador; as a basis for systematic improvement. Through a descriptive, non-experimental and cross-sectional study; Difference 5 of the Servqual Model was contextualized, adding the aspects of convenience of schedules, attractiveness and understanding of the menu, value for money; among others; which integrated with improvement tools through time study, constitutes the main contribution of the study. Its application in two Manabí restaurants allowed the validation of the usefulness of the proposed instrument for the evaluation and improvement of the quality of restaurants in the Manabí context. In the case of a traditional restaurant, a reduction in service times was achieved by determining effective service standards during peak hours; In the modern one, the need for differentiation strategies based on age is established.

Factors Causing Outpatient Long Waiting Time at Outpatient Polyclinic of X Hospital

The long waiting time at the outpatient polyclinic is challenging at various hospitals. Waiting too long at the outpatient polyclinic will decrease patient satisfaction, so hospitals must continue improving quality service. Therefore, this study aimed to discover the causes of outpatient prolonged waiting time and solutions to these problems. This research was qualitative research conducted at X Hospital in Malang. The research sample was five participants. In this study, direct interviews, FGDs, and questionnaires were used. Factors causing prolonged waiting time for outpatient services at X Hospital that were not yet effective or still exceeded the minimum standard of hospital services were obtained through observation and Focus Group Discussions (FGDs); and the three root causes compiled using a fish diagram were no online registration and online queues, no Standard Operating Procedure regulating delays in the arrival of specialists for outpatient care, and a limited number of human resources. An alternative solution to the root of the problem was the creation of a Standard Operating Procedure that specifically regulates delays in specialist doctors at the outpatient polyclinic, creating WhatsApp online registration, and increasing the number of human resources in the outpatient polyclinic registration desk.

Tanggung Jawab Pemerintah Desa dalam Mendorong Kinerja Badan Usaha Milik Desa di Desa Kualin dan Desa Oni Kecamatan Kualin, Kabupaten Timor Tengah Selatan Ditinjau dari Undang-Undang Nomor 6 Tahun 2014 Tentang Desa

The purpose of this research is to analyze the responsibilities of the village government in encouraging the performance of Village-Owned Enterprises in Kualin Village and Oni Village, Kualin Sub-district, South Central Timor District in terms of Law Number 6 of 2014 concerning Villages. The method used in this research is empirical legal research, namely examining the responsibilities of the Village Government according to Law Number 6 of 2014 concerning Villages implemented in Kualin District, South Central Timor Regency by seeing how the law is applied in community life both through interviews and observations. The research locations are Kualin village and Oni village. The type of data used in this research consists of primary and secondary data. Based on the research results obtained that the responsibility of the Village Government in encouraging the performance of Village-Owned Enterprises in Kualin village and Oni village, namely responsibility is in the form of village government services (a). Village Service Standards such as general public services. (b) BUMDes management. Factors that hinder the responsibility of the village government in Kualin Village and Oni Village in Kualin Sub-district, South Central Timor Regency are Human Resources such as lack of awareness of the importance of education. Facilities and infrastructure.

Data-Driven Exploration of National Health Service Talking Therapies Care Pathways Using Process Mining: Retrospective Cohort Study.

The National Health Service (NHS) Talking Therapies program treats people with common mental health problems in England according to "stepped care," in which lower-intensity interventions are offered in the first instance, where clinically appropriate. Limited resources and pressure to achieve service standards mean that program providers are exploring all opportunities to evaluate and improve the flow of patients through their service. Existing research has found variation in clinical performance and stepped care implementation across sites and has identified associations between service delivery and patient outcomes. Process mining offers a data-driven approach to analyzing and evaluating health care processes and systems, enabling comparison of presumed models of service delivery and their actual implementation in practice. The value and utility of applying process mining to NHS Talking Therapies data for the analysis of care pathways have not been studied. A better understanding of systems of service delivery will support improvements and planned program expansion. Therefore, this study aims to demonstrate the value and utility of applying process mining to NHS Talking Therapies care pathways using electronic health records. Routine collection of a wide variety of data regarding activity and patient outcomes underpins the Talking Therapies program. In our study, anonymized individual patient referral records from two sites over a 2-year period were analyzed using process mining to visualize the care pathway process by mapping the care pathway and identifying common pathway routes. Process mining enabled the identification and visualization of patient flows directly from routinely collected data. These visualizations illustrated waiting periods and identified potential bottlenecks, such as the wait for higher-intensity cognitive behavioral therapy (CBT) at site 1. Furthermore, we observed that patients discharged from treatment waiting lists appeared to experience longer wait durations than those who started treatment. Process mining allowed analysis of treatment pathways, showing that patients commonly experienced treatment routes that involved either low- or high-intensity interventions alone. Of the most common routes, >5 times as many patients experienced direct access to high-intensity treatment rather than stepped care. Overall, 3.32% (site 1: 1507/45,401) and 4.19% (site 2: 527/12,590) of all patients experienced stepped care. Our findings demonstrate how process mining can be applied to Talking Therapies care pathways to evaluate pathway performance, explore relationships among performance issues, and highlight systemic issues, such as stepped care being relatively uncommon within a stepped care system. Integration of process mining capability into routine monitoring will enable NHS Talking Therapies service stakeholders to explore such issues from a process perspective. These insights will provide value to services by identifying areas for service improvement, providing evidence for capacity planning decisions, and facilitating better quality analysis into how health systems can affect patient outcomes.