Service Speed Research Articles

Quality of service of accommodation establishments as a factor in tourism competitiveness

This study examines the quality of service provided by accommodation establishments as a factor in tourism’s competitiveness. The new application of the concept of quality is determined by the customer's perception, interests, and expectations, and quality is a competitive factor that will lead to full customer satisfaction. The purpose of the study was to determine the service quality of lodging establishments based on guests' perceptions of tangible elements such as reliability, responsiveness, safety, and empathy as factors of tourism competitiveness in northern Peru. The study had a quantitative approach with a descriptive, non-experimental, cross-sectional design. A non-probabilistic convenience and intentional sampling method was chosen, in which 14 lodging establishments participated. The modified SERVPERF service quality measurement scale was used. The tangible element dimension is perceived from the establishment's facilities and the staff's appearance. Reliability with the promise of service at the established time and the predisposition to solve problems. Responsiveness is perceived in terms of speed of service and the ability to respond to customer needs. Security is perceived in terms of trust, discretion, and respect for guests' privacy, as well as in the transactions they carry out. Finally, empathy in the personalization of service and friendliness. The results show positive perceptions in the five dimensions of the SERVPERF model, concluding that the level of service quality is regular in lodging establishments based on the guest's perception. An important fact to consider is that between 20% and 30% of the respondents' answers are neutral, showing aspects to be improved, such as the use of attractive materials, personalized attention, and guest satisfaction.

The Impact of Implementing a Picture Archiving and Communication System (PACS) on Minimum Service Standards in the Field of Radiology

The use of Picture Archiving and Communication System (PACS) has become an important step to increase the efficiency of radiology services. With PACS, fast access and flexibility in accessing patient medical images has had a major impact on reducing waiting times for radiology examination results. The aim of this research is to determine the waiting time for radiology services at the UPTD Embung Fatimah Regional Hospital, Batam City after implementing PACS. The research uses a mix-method method, namely research that combines quantitative and qualitative methods. Quantitative method by collecting service time data. Qualitative method by conducting in-depth interviews (in-depth interviews) and focus group discussions (FGD) to obtain information on perceptions from service implementers and users, then researchers will assess the impact of PACS on Minimum Service Standards (SPM) in the field of radiology at UPTD RSUD Embung Fatimah Batam city.The results of this research are that the use of PACS has significantly reduced radiology service time at the UPTD Embung Fatimah Regional Hospital, Batam City. There was a significant decrease in service time for outpatient services previously from 101.09 minutes to 62 minutes or 35.3%, for inpatient services from 108.26 minutes to 65.6 minutes or 41.04% and for CITO patients from 104.27 minutes to 60.5 minutes or 41.06% after application of PACS. The views of radiologists and radiographers regarding the differences in the quality of radiology services before and after using the PACS system show that there are better changes in the efficiency and quality of radiology services in hospitals. Stakeholder perceptions related to the speed of radiology service time after using the PACS system through various factors are considered to have a positive impact. Implementation of PACS clearly shows the potential for improving the efficiency, speed, and overall quality of radiology services. There was a significant reduction in waiting time for radiology examination services at the UPTD Embung Fatimah Hospital, Batam City after the implementation of PACS, which can provide an alternative in changing workflow and efficiency of radiology services.

Operation Management of Grocery Retailer in the UK: A Case of Tesco

Tesco is the biggest grocery retailer in the UK focused on food products selling and some non-food services such as clothing, home appliances, financial, etc. Over the last five years, Tesco has had a healthy growth in revenues and net profits, which reflects the success of Tesco's operations management. The purpose of the study is to explore the successful operation management of Tesco company, which can bring some inspiration for other companies to grow. This paper mainly includes operation design (products, service, process, and layout design), resource planning and control, and capacity management. In terms of operation design, Tesco launched a new baby food range with absolutely no salt or sugar, no artificial colors or spices to protect children’s health; Clubcard, Scan as you go, staff visibility, and Online shopping & Delivery adopted for giving customers’ more benefits and convenience; Tesco belongs to mass service process, adopts tracking technology named thermal imaging cameras to monitor queue lengths, reduce customer waiting time, increasing service speed and flexibility. Tesco mainly uses a functional layout, keeps the layout of its stores the same to allow customers to quickly find the goods, saving shopping time, and designed the display locations of its products to increase its revenue. For Planning and control, Tesco belongs to ‘Produce to stock’, which shows the characteristics of a high volume of products, which can save customers’ time, because the products have been produced in advance for customers to buy. Regarding Capacity management, Tesco adopted a mixed strategy which is chase demand and demand management to manage mismatches. Effective operation management strategies have made outstanding contributions to the realization of Tesco's business objectives, profit increase, and long-term development.

Factors Influencing Patients' Decisions to use Health Services for Re-Treatment at Griya Medika Dompet Dhuafa Hospital Lampung

This study aims to identify factors that influence patients' decisions to reuse health services at the Griya Medika Dompet Dhuafa Lampung Hospital. The research method used was an analytical survey with a cross-sectional design. Data was collected through questionnaires, medical records, and valid references. The research results show that factors such as the quality of doctor/nurse service, facilities, speed of service, and distance have a significant influence on patient decisions. Facilities are the most dominant variable in influencing a patient's decision to return for treatment. Managerial implications and suggestions are presented to improve the quality of care and improve certain aspects that influence patient decisions.

Analysis Of Queueing System And Teller’s Serviceoptimization At The Sub-Branch Office Of Bank Bjb For The Regional Government Of West Bandung Regency

This study investigates the queuing system and service efficiency at the Bank BJB sub-branch office in West Bandung Regency, focusing on enhancing customer service operations. With the significant increase in banking sector customers in Indonesia, including a growth in accounts in both conventional and digital financial institutions, the banking industry faces challenges in maintaining speed and efficiency in customer service. Long queues and time-consuming services have led to customer dissatisfaction and reduced operational efficiency​​.The research examines the current performance of the queuing system and teller service time, analyzing the root causes of prolonged waiting and service times, and developing strategies to optimize these times​​. The Bank BJB KCP serves a varied customer base, with complex banking requirements that often lead to longer service times​​. The queuing system employs a multi-channel, single-phase model, and the tellers offer several services, each with its own service level agreement​​.Observational data collected over 12 working days revealed the busiest hours and performance metrics, indicating high congestion during peak hours​​. Root cause analysis, considering both teller and customer perspectives, identified key issues contributing to the queuing system's inefficiency. The study's findings aim to enhance the overall customer service efficiency at Bank BJB KCP.

Study on Design of Hybrid Diesel-Electric Motor Propulsion System for Eco-Tourism Boat

Indonesia as a maritime country has extraordinary marine tourism potential. On the other hand, the development of eco-tourism boats is still limited. The objective of this study is to investigate the design of diesel-electric hybrid propulsion system for a tourist boat with capacity of 10 passengers. The design of eco-tourism boats considers a trimaran hull using hybrid diesel-electric motor propulsion with an overall length of 12 meters and a block coefficient of 0.4. The performance of the proposed eco-tourism boat was investigated by a simulation model to obtain the required power and stability criteria. The simulation result shows the proposed eco-tourism boat can achieve the desired service speed of 13 knots with the required power is 390 kW.

ANALISIS KEPUASAN PENGGUNA DENGAN SISTEM CHATBOT PEMESANAN MAKANAN DAN MINUMAN VIA TELEGRAM DI RESTORAN

In the era of technological advancement, the utilization of Chatbots for food and beverage menu ordering through the Telegram Bot platform emerges as an intriguing alternative to enhance customer experiences in the Food and Beverage industry. This research aims to analyze user satisfaction with the Chatbot implementation using the Heuristic method. In this implementation, the Chatbot is supported by Natural Language Processing (NLP) with a focus on customer satisfaction analysis. The Heuristic method serves as the primary evaluation tool to measure aspects such as service speed, user-friendliness, and information clarity. Analysis results reveal positive user responses to the Chatbot, indicating a high level of satisfaction in system usage. These findings support the notion that employing Chatbots with the Heuristic method can deliver a satisfying experience for customers in food and beverage menu ordering. Practical implications of this research can assist restaurants in enhancing service and efficiency through Chatbot implementation that considers user satisfaction aspects measured by the Heuristic method.

Quality Service of Building and Land Tax Services at Revenue Agency of Polewali Mandar Regency

The problem studied in this research is the service quality of bureaucratic officials seen from the aspects of convenience, clarity, and certainty, security, openness of information, fairness, speed,economy, the efficiency of Building and Land Tax Services in Polewali Mandar regency. This research is descriptive research that uses a quantitative approach with survey methods. In this research, the data collection technique used is a questionnaire, i.e. collecting data using a list of questions and observation, i.e. direct observation of objects. The research results show that services measured based on indicators of simplicity, clarity and certainty, security, efficiency, justice, information openness, and economy in PBB services from the Regional Revenue Agency of Polewali Mandar Regency are very good. This is evident from the indicator score range of 3.15 to 3.42, which shows that the UN bureaucracy is in the good – very good category. Meanwhile, the Polman Regional Revenue Agency's PBB service speed indicator is classified as low with a score of 2.98. not satisfying the community, particularly about time constraints. Long bureaucratic procedures are one of the things that slow down service, this problem still needs to be resolved by government officials at the Polman Regional Revenue Agency.

Non-uniform inlet flow definition for highly skewed model propeller by geometric partitioning

Ship design involves many calculations to provide a propulsion system with the appropriate speed. Prioritizing speed-resistance calculations affects main engine, gearbox, propeller, and other auxiliary system selection. Here, the propeller is most intriguing. Since the propeller operates in a fluid domain, internal and external factors affect it. Despite being designed for service speed, water flow can affect the efficiency of a propeller at the ship's stern. Under open-water circumstances, a ship's hull affects a propeller's hydrodynamic performance. The effect usually decreases propeller efficiency, so it's important to know how ship hull and propeller design interact before production. To overcome this issue, researchers test towing tanks extensively. Computational Fluid Dynamics, which is efficient and cost-effective, is also commonly used. This study examines the hydrodynamics of a fishing vessel's highly skewed model propeller. The objective of this study was to assess the propeller's efficiency under uniform and non-uniform flow conditions and investigate an alternative method for dividing the inlet area, which has not been studied in the literature. The study has effectively met its goals, producing satisfactory error margins for both operating conditions. This research significantly contributes to understanding the relationship between hull configuration and propeller design, particularly in non-uniform flow scenarios.

Prediction of Ship Main Particulars for Harbor Tugboats Using a Bayesian Network Model and Non-Linear Regression

Determining the key characteristics of a ship during the concept and preliminary design phases is a critical and intricate process. In this study, we propose an alternative to traditional empirical methods by introducing a model to estimate the main particulars of diesel-powered Z-Drive harbor tugboats. This prediction is performed to determine the main particulars of tugboats: length, beam, draft, and power concerning the required service speed and bollard pull values, employing Bayesian network and non-linear regression methods. We utilized a dataset comprising 476 samples from 68 distinct diesel-powered Z-Drive harbor tugboat series to construct this model. The case study results demonstrate that the established model accurately predicts the main parameters of a tugboat with the obtained average of mean absolute percentage error values; 6.574% for the Bayesian network and 5.795%, 9.955% for non-linear regression methods. This model, therefore, proves to be a practical and valuable tool for ship designers in determining the main particulars of ships during the concept design stage by reducing revision return possibilities in further stages of ship design.

Techno-Economic Analysis of Combined Gas and Steam Propulsion System of Liquefied Natural Gas Carrier

Various combinations of ship propulsion systems have been developed with low-carbon-emission technologies to meet regulations and policies related to climate change, one of which is the combined gas turbine and steam turbine integrated electric drive system (COGES), which is claimed to be a promising ship propulsion system for the future. The objective of this paper is to perform a techno-economic and environmental assessment of the COGES propulsion system applied to liquefied natural gas (LNG) carriers. A propulsion system design for a 7500 m3 LNG carrier was evaluated through the thermodynamics approach of the energy system. Subsequently, carbon emissions and environmental impact analyses were carried out through a life cycle assessment based on the power and fuel input of the system. Afterwards, a techno-economic analysis was carried out by considering the use of boil-off gas for fuel and additional income from carbon emission incentives. The proposed propulsion system design produces 1832 kilowatts of power for a service speed of 12 knots with the total efficiency of the system in the range of 30.1%. The results of the environmental evaluation resulted an overall environmental impact of 10.01 mPts/s. The results of the economic evaluation resulted in a positive net present value and a logical payback period for investment within 8 years of operation. The impact of this result shows that the COGES has a promising technological commercial application as an environmentally friendly propulsion system. Last, for the economy of the propulsion system, the COGES design has a positive net present value, an internal rate return in the range of 12–18%, and a payback period between 6 and 8 years, depending on the charter rate of the LNG carrier.

Factors Influencing Customer Decision-Making In Choosing E-Cab Services Over Traditional Taxis In Calabar Metropolis

This research study aims to investigate the factors influencing customer choices between e-cab services and traditional taxis in Calabar, focusing on service quality, operational efficiency, pricing strategies, and customer incentives. Addressing gaps in existing literature, the study explores the unique preferences and decision-making criteria of customers in the Calabar metropolis when selecting transportation services. Employing a cross-sectional, descriptive design, the research utilized a structured questionnaire to collect data from 463 adults who have used both e-cab and traditional taxi services. The questionnaire was developed by the researchers, validated by experts and trial-tested for reliability purposes. The reliability coefficient was estimated at .93 using the Cronbach alpha reliability estimate. Collected data were subjected to analysis using descriptive statistics, relative important index, independent t-test and analysis of variance. The analysis revealed that the key factors influencing customer choices in Calabar between e-cab services and traditional taxis include convenience, cleanliness, ride comfort, safety, and cost-related incentives; Customer demographics such as age, gender, and income level did not significantly influence preferences between e-cabs and taxis in Calabar and that service speed, reliability, and competitive pricing strategies play a crucial role in customer decision-making. Recommendations include prioritizing service quality, implementing competitive pricing strategies, and focusing on service speed and reliability to enhance customer satisfaction and retention.
 

Does Motor Imagery Training Improve Service Performance in Tennis Players? A Systematic Review and Meta-Analysis.

Motor imagery training is a common mental strategy used by tennis players and coaches to improve learning and performance; however, the effect of motor imagery training on service performance in tennis players is questionable. This review aims to consolidate existing research regarding the effects of motor imagery training on the service performance of tennis players. A systematic search was conducted following the PRISMA guidelines, using PubMed, Web of Science, SCOPUS, and SPORTDiscus to identify articles published until December 2023. Eligible studies comprised controlled trials that investigated the impact of motor imagery on service performance outcomes in tennis players. The methodological quality of individual studies was assessed using the Cochrane RoB-2 and ROBINS-I tools. GRADE was applied to assess the certainty of the evidence. Nine trials including 548 participants met the inclusion criteria. The results indicated that motor imagery training improved service accuracy and technique but did not affect service speed or return accuracy in tennis players. In conclusion, the certainty of the evidence that motor imagery training may be effective in improving service accuracy and technique in tennis players is low to very low. However, more experimental work is needed to obtain stronger conclusions.

Construction of block diagrams of a simulation model of the customer service process

The article, which is part of the author’s dissertation research, is devoted to the construction of a simulation model, namely a discrete-event model of the customer service process «as is» and «as will be». The introduction substantiates the relevance of the research topic, highlighting the object and subject of the study. A hierarchical structure of the system of quality indicators for infocommunication services has been constructed. There are 4 levels of indicators, at each level quality indicators are highlighted, namely: service speed indicators (average service time for a technical fault, average response time for reference services); satisfaction indicators (percentage of calls regarding technical aspects of service, percentage of calls regarding organizational aspects of service) and others. A hypothesis has been put forward about a change in the state of the service process after the introduction of a functional dialog agent into the process, which involves a reduction in customer service time. To test the hypothesis about reducing customer service time, discrete-event simulation models of the process «as is» and «as will be» were built, since modeling in terms of queuing theory not only improves the understanding of existing processes in the company, but also helps to identify bottlenecks and identify areas for further optimization, which ultimately leads to increased customer satisfaction and the efficiency of the company as a whole. Within the framework of the developed discrete-event model, the main attention is paid to two main stages: modeling the receipt of requests and modeling the processing of requests. Process optimization includes the introduction of an automated diagnostic system, namely a functional conversational agent to reduce wait time and increase request processing throughput. Block diagrams of discrete-event simulation models of the service process were also constructed in terms of the AnyLogic environment, and the advantages of its use were highlighted. The main objects used to create discrete-event models that describe the mathematical state of the simulated system are presented.

The Differences Result in Serve Skill of Junior Tennis Players Assessed Based on Gender and Age

This research aims to determine the differences in serve performance of junior tennis players based on age and gender. The sample comprised 60 males and females aged 10, 12, and 14. The data collection instrument was Hewitt's tennis achievement test. The research showed that the age factor variable for junior tennis athletes had a Sig. Value of 0.00 < 0.05. It means that there is a significant difference in junior tennis serve results. In the gender factor variable, the Sig. Value was 0.007 < 0.05, which means a significant difference is found in the results of tennis serves. Furthermore, when combined, the Sig. Value of the age and gender was 0.977 > 0.05, which means there is no influence or interaction between age and gender in determining the results of tennis serve shot scores. In conclusion, the serve has an important role in tennis. This serve can be improved and trained throughout a player's career, from beginner to professional. The differences are visible between males and females from an early age. Based on the general result, males can serve 8-10% better than females because of physical strength, movement skills, and anthropometry. Male players have a faster serve speed and generate more serve points than females. It is caused by anthropometric factors where height and weight correlate with service speed in age and gender groups. In addition, height is associated with a higher serve impact point to increase success in serving. Keywords: Serve, Tennis, Junior, Gender, Age.

Evaluasi Layanan Jasa di Pusat Pemotongan Hewan di Banyumelek, Kabupaten Lombok Barat

This study aims to analyze the suitability of service activity activities with the Standard Operating Procedure (SOP) to analyze the influence of infrastructure, professionalism of workers, and speed of service on service quality according to service users, as well as formulate efforts to improve service quality at RPH Banyumulek, West Lombok Regency. The data used in this study are primary data from field observations and interviews with the help of questionnaires and secondary data from Banyumulek RPH and other studies. The samples used were 30 service users. Methods of analysis using descriptive qualitative and SEM-PLS. The results showed that 88.9% of service activities were by the SOP, so they were at a high level of compliance. Of the three variables analyzed, infrastructure and service speed positively and significantly affect the service quality of Banyumulek RPH services. Meanwhile, the variable of worker professionalism has no significant impact on service quality according to service users.

The Impact Of Digitalization On Then Credibility And Satisfaction Of Qris Users

This research examines the influence of digitalization, transaction security, service speed and creditworthiness on customer satisfaction levels through the use of Bank Indonesia's QRIS in the Jabodetabek region. We use a survey method to collect data from QRIS users. The results of the analysis will help in identifying the relationship between the variables mentioned above and user behavior. The findings of this research can provide valuable insights for the business world and financial institutions in increasing customer satisfaction using QRIS.

Aplikasi berbasis Quick Response Code dan Framework CodeIgniter untuk Optimalisasi Transaksi Pemesanan

Daily transactions with higher volumes are a challenge for businesses, both in the service and product sectors. Accelerating the transaction process using a computer is a solution used in almost all sectors because using a computer can provide efficiency in terms of time, energy, and speed. This research aims to design a web-based application with the CodeIgniter framework and Quick Response Code (CR Code) to conduct daily transactions for small and medium-sized businesses in the culinary field. This research is devoted to the sale of drinks and food at Kopinated. This application focuses on providing an easy and simple ordering infrastructure with a modern and dynamic look using Bootstrap. This application provides an ordering menu and payments that will be integrated directly with the server on the local host of the business. With this application, it is expected to encourage the speed of transactions for food and beverage business owners who need speed in service.

Research on the spatial spillover effect of high-speed railway on the income of urban residents in China

The transportation infrastructure is a crucial component of social capital, as it aids in fostering national economic growth. The speed of resource elements’ spatial movement is increased by high-speed railways (HSR), thereby affecting the intensity and direction of regional economic connections. This study investigates how HSR impacts urban regional accessibility and the spatial spillover of urban residents’ income from a spatial viewpoint. The study found that: First, between 2000 and 2018, the introduction and functioning of HSR, along with the increased speed of regular railway services, led to an overall enhancement in urban regional accessibility and urban positioning. Second, there exists a notable spatial correlation between regional accessibility and labor market income. Cities with either high or low labor market income exhibit spatial clustering in the same direction at the spatial level. Enhancing regional accessibility typically leads to an increase in labor market income throughout the entire region. Third, the nearby cities with greater regional accessibility exert a siphon effect on the local area. Fourth, the labor market income is interdependent and promoted among cities. The labor market income of a city is positively influenced by the nearby cities and neighboring cities with comparable income levels. Fifth, between 2012 and 2018, the construction of HSR and the structural transformation of the labor market led to a notable increase in income through a positive spatial spillover effect.

Raising logistics performance to new levels through digital transformation

In view of the higher demand and customer expectations on the speed and accuracy of e-commerce logistics service as well as the repetitive and time-consuming nature of manual order processing operation. This paper proposes a robotic process automation (RPA) model to liberate human resources over time-consuming, inefficient, non-value-added, and repetitive operational processes occupying workforces. This paper proposed an RPA model that integrates three functional RPA bots in (1) tracking order status, (2) capturing order data, and (3) verifying order data to increase the efficiency and accuracy of logistics operation and the order-handling process in small- and medium-sized enterprise (SME) logistics company. A case study was conducted on an SME logistics service providing customers with inbound and outbound operation services. The result demonstrated that the proposed model significantly improves logistics operations performance against a human approach concerning key indicators after implementation. Logistics companies could free up the workforce for value-creating activities in value-added services.