Tangible Aspects Research Articles

Analisis Kepuasan Pengguna Sistem Informasi Manajemen Rumah Sakit Pelni dengan Metode SERVQUAL (Service Quality)

This study aims to analyze user satisfaction with the Hospital Management Information System (SIMRS) implemented at Pelni Hospital using the SERVQUAL (Service Quality) method. The SERVQUAL method is used to measure Service Quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research was conducted by distributing questionnaires to 31 respondents, including patients, medical staff, and administrative staff who actively use SIMRS. The results indicate that, overall, the quality of SIMRS services at Pelni Hospital is categorized as "Good" across all dimensions measured. The reliability dimension scored the highest (4.13), indicating that the system is reliable in providing services as promised. The assurance (4.06) and empathy (3.94) dimensions also received good scores, indicating that users feel safe and well-attended while using the system. However, the responsiveness (3.77) and tangibles (3.87) dimensions showed areas for improvement, such as the speed of response to user requests and improvements in the system's physical appearance, which can affect user comfort. The conclusion of this study is that SIMRS at Pelni Hospital provides adequate and satisfactory services, but improvements in the responsiveness and tangibles aspects are necessary to enhance overall user satisfaction.

Mechanism for developing brand equity of higher education institutes using intangible resources: a serial-multiple mediation analysis

PurposeThis study aims to build a comprehensive model for developing higher education institutes (HEIs) brand equity by examining the impact of HEIs intangible resources, brand management aspects, attachment strength and student’s contemporary citizenship behavior (CCB).Design/methodology/approachData were gathered through a self-administered questionnaire from Indian students and alumni (n = 703). The study examines the proposed comprehensive model through serial and multiple mediation analysis.FindingsThe study unfolded “service quality? brand image? attachment strength? word-of-mouth? brand equity” as the most significant path to develop HEI’s brand equity.Research limitations/implicationsThis study pioneers an empirically validated mechanism for developing brand equity in HEIs, addressing gaps identified by previous studies and offering a theoretical framework that elucidates how HEIs can leverage intangible resources through strategic brand management to foster attachment and influence positive student behaviors, thereby contributing to the development of HEI brand equity.Practical implicationsHEIs need to understand that relying solely on tangible aspects leads to short-lived effects. To maintain a lasting competitive advantage, HEIs should focus on crafting a rich historical narrative, retaining talented faculty and staff and earning respect from the public to build a lasting reputation.Originality/valueThis study develops the mechanism for developing brand equity of HEIs using its valuable, rare and inimitable intangible resources. Along with the introduction of novel constructs like competence, heritage and word-of-mouth to existing study, the proposed conceptual model is premised on the theory of self-congruence, social-exchange theory and CCB.

Understanding and Application of Spousal Rights and Obligations Based on Surah Al-Nisa’ Verse 34 in Simpang Kiri, Aceh

Marriage in Islam aims to create a harmonious family rooted in the principles of sakinah (tranquility), mawaddah (love), and rahmah (compassion). However, a limited understanding of spousal rights and obligations—especially in Simpang Kiri Subdistrict, Subulussalam City, Aceh—often leads to conflicts that can culminate in divorce. This study analyzes the local community’s perceptions and practices regarding marital rights and obligations as outlined in Surah Al-Nisa’, verse 34, while also evaluating the impact of local customs on household dynamics. Employing a qualitative field research approach, data were gathered through semi-structured interviews and observations with community members, religious leaders, and officials from the local Office of Religious Affairs (KUA). The findings indicate that the community’s understanding of spousal rights and obligations primarily focuses on tangible aspects such as financial support and mahr (dowry), often overlooking the essential Islamic values of justice and compassion. Additionally, local customs significantly shape marital practices, frequently resulting in inconsistencies with Islamic principles. This study recommends enhancing religious education and fostering collaboration between religious institutions and community leaders to deepen the understanding of marital roles in accordance with Islamic teachings.

Unveiling Agricultural Heritage: Mapping Historical Features in Farming Landscapes

ABSTRACT Agricultural heritage represents a unique fusion of natural and cultural elements, encompassing both tangible and intangible aspects that reflect the historical bond between humanity and the land focused on food production. Recognising its significance is vital, as it not only preserves tradition and expertise but also fosters sustainability and environmental resilience. While significant initiatives like Globally Important Agricultural Heritage Systems (GIAHS) are in place to safeguard remarkable agricultural areas with unique heritage values, frameworks for recognising the historic significance of non-outstanding agricultural areas are not sufficiently consolidated. Nonetheless, it is equally important to acknowledge the heritage value of agricultural systems that, while lacking exceptional features, succeed in preserving traditional techniques and processes, thereby conserving cultural landscapes and gastronomic identities. For this reason, this paper introduces a methodology for assessing the time depth of agricultural elements such as roads, livestock routes, agricultural plots, rural buildings and land use using historical cartography. By mapping historically significant features in farming areas, this method might be useful for recognising agricultural heritage and integrate it into spatial decision-making, ensuring the preservation of its cultural and environmental values. The method’s application is presented in a case study of Spain’s floodplains and irrigation areas near Aranjuez (Community of Madrid).

Heritagizing the Maestro

Bhupen Hazarika was a multifaceted personality known for his contributions as a singer, songwriter, composer, filmmaker, writer, and social activist from Assam, a state in the north-eastern part of India. To honour his life and works, a memorial site is constructed in the Jalukbari area of Assam. The site is called ‘Dr Bhupen Hazarika Samadhikshetra’. It is located in Guwahati city, near Gauhati University, in the state of Assam, India. The literal meaning of the Assamese words Samadhikshetra is a burial site. Through empirical research, the paper investigates the conceptual framework of heritagization as applied to Dr Hazarika’s legacy, focusing on preserving, maintaining, and celebrating his contributions to society. The study emphasises the role of the memorial site, as a tangible example of Dr Hazarika’s cultural relevance by delving further into its architectural design, symbolic elements, and commemorative features. Beyond these tangible aspects, the study also addresses the intangible values, identity and collective memories that the site evokes and preserves. The paper also explores the close interaction between the cultural and constructed heritage of the site, emphasising the need for a holistic strategy to protect and preserve the cultural past. Despite controversies and challenges over selecting the last resting place of Dr Hazarika, the Samadhikshetra stands as a tribute to his lasting influence and gratitude for his artistic legacy. Through commemorative events and ongoing public engagement, the memorial site continues to serve as a sacred space where Dr Hazarika’s spirit can live on and inspire future generations.

Upaya Peningkatan Kepuasan Kerja Guru SMK Islam Miftahul Huda Berbasis Lingkungan Kerja Fisik dan Non Fisik

An upsurge in the rate of teacher absences at Miftahul Huda Islamic Vocational School occurred during the academic year 2022-2023, necessitating an evaluation and enhancement of the school's infrastructure. Enhancing teacher job satisfaction yields numerous advantages for both teachers and students, particularly in the context of teaching and learning activities. The objective of this study is to examine endeavours to enhance teacher job happiness by concentrating on several elements of the work environment, encompassing both tangible and intangible factors. This research is characterised as quantitative and involved a total of 34 respondents. The sampling technique used was saturation sampling. The data gathering process involves the utilisation of library research and field research methodologies, along with data analysis methods such as descriptive and associative approaches. Data analysis involves the interpretation of the output table generated by the SPSS version 26 programme. This table is derived from previously processed data. The findings of this study indicate that both the tangible and intangible aspects of the work environment have a simultaneous impact on job satisfaction at Miftahul Huda Islamic Vocational School.

Harmonisation outcomes after insourcing services in South African higher education institutions

Orientation: The study was conducted in two higher education institutions that underwent insourcing and harmonisation of conditions of employment for support services.Research purpose: This study aims to determine how harmonisation shapes outcomes among support service labour in selected higher education institutions and to develop a management framework to harmonise conditions of employment following insourcing.Motivation for the study: The study capitalises on organisational complexities in higher education institutions that experienced insourcing of support services employees to address concerns assumed to be premised on historical exclusionary and exploitative employment practices. The study documents the experience and perceptions of institutional stakeholders in creating new knowledge on harmonisation following insourcing.Research approach/design and method: Employing a qualitative approach, 16 interviews were conducted with selected multi-level management and personnel directly involved in a harmonisation.Main findings: The study found tangible and intangible aspects, processes and other psychological perspectives on implementing harmonisation across employment levels. Furthermore, it was found that an efficient and effective harmonisation framework is required. Effective harmonisation for inclusion was viewed as being compromised by factors such as government intervention, and a lack of policy, framework and legislation to guide the process.Practical/managerial implications: Practical recommendations are provided for implementing harmonisation strategies following insourcing across employment levels in South African higher education institutions.Contribution/value-add: The study contributes to novel theory on harmonisation after insourcing and provides a management framework for harmonisation of conditions of employment.

Legal Aspects of Integrated Conservation and Utilization of Cultural Heritage in Bogor City Based on Eco-Tourism

The cultural heritage sites in Bogor hold significant historical value and present challenges for their preservation and sustainable utilization to enhance community welfare. Bogor is a popular tourist destination for people in the surrounding areas, which necessitates careful anticipation and regulation to ensure the sustainable preservation and utilization of these cultural heritage sites. Besides their tangible aspects, the role of traditional knowledge as intangible culture is crucial in the sustainable preservation and utilization of these sites. Therefore, a legal model that can accommodate these variables is essential. Using a qualitative method complemented by triangulation as a technique to verify the accuracy of the obtained data or information, this research aims to identify and inventory the tangible and intangible cultural heritage in Bogor; analyze the interconnection between tangible and intangible cultural heritage in Bogor for the development of eco-tourism; and then discuss more comprehensively the legal aspects of the preservation and utilization of cultural heritage in Bogor City based on eco-tourism.

Understanding Traditional Retail Dilemma and Identifying Possible Solutions Based on New Retail Model: A Case Study of Chinese Market and Fresh Hema

The COVID-19 pandemic and online shopping have hit traditional retail which is still struggling to transform, while academics lack an up-to-date and systematic summary of the traditional retail dilemma. In addition, the New Retail business model appears as a potential solution. However, it remains to be seen whether it can provide a more effective means for physical retailers to stay competitive. In this instance, this paper attempts to summarise the dilemma of traditional retail from the perspective of CPT theory and to identify potential solutions that emerged from the New Retail model. The author employs the case study approach to investigate the Chinese retail market and Fresh Hema. Also, the Data Analysis Spiral is used to analyse secondary data. The findings demonstrate that the retail dilemma reflects on the channel, individual, tangible, and tangible aspects and that the New Retail model can handle the majority of problems with the exception of corporate awareness and monetary issues.

Service quality, customer sentiment and online ratings of beach hotels: an analysis of moderating factors

PurposeThis study investigates the service quality dimensions of hotel resorts in renowned beach destinations of Thailand. It also explores the relationship between review text sentiment expressed in online platforms and the satisfaction ratings provided for those reviews.Design/methodology/approachThe study employs a two-step analysis approach: first, supervised and unsupervised machine learning via support vector machine (SVM) and latent Dirichlet allocation (LDA) are used to identify service quality dimensions, and second, SmartPLS with PROCESS macro is applied to analyze the moderating roles of quality signals and reviewer’s experience on the relationship between sentiment and satisfaction rating. The dataset comprises 102,179 online reviews from TripAdvisor, focusing on 187 selected hotels rated from 3 to 5 stars.FindingsEight service quality dimensions were identified, including leisure activities, tangibles and surroundings, reliability, responsiveness, service process, food, empathy and ambience. The study underscores that the service process stands as the sole dimension exhibiting negative sentiment. Furthermore, the analysis revealed a robust positive association between sentiment of review texts and satisfaction, and reviewers’ experience and brand affiliation influenced the relationship between customer sentiment and satisfaction.Practical implicationsHotel managers should focus efforts on maintaining tangible aspects while enhancing existing service quality level of other dimensions, particularly those related to intangible elements. Independent hotels might implement quality audit to ensure that service quality gaps are monitored.Originality/valueThis study contributes an examination of the moderating roles of quality signals and reviewer’s experience on the relationship between review sentiment and satisfaction rating in online reviews.

ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN PADA KANTOR IMIGRASI KELAS I KHUSUS TPI NGURAH RAI

This research was conducted to analyze the level of public satisfaction with services at the TPI Ngurah Rai Special Class I Immigration Office, which was motivated by the high number of complaints and requests for information as well as the lowest rating from Google reviews among other immigration offices in Bali. The results of previous research show varying results regarding the influence of tangible, reliability, responsiveness, assurance and empathy aspects on community satisfaction. The aim of this research is to determine the effect of service quality using ServQual (tangible, reliability, responsiveness, assurance and empathy) on community satisfaction at the TPI Ngurah Rai Special Class I Immigration Office partially and simultaneously. This research uses descriptive quantitative methods. The total sample was 100 respondents with sampling using the accidental sampling method. The data analysis technique uses multiple linear regression analysis with hypothesis testing using the t test and F test. The results simultaneously show that the variables tangible, reliability, responsiveness, assurance and empathy have a significant effect on community satisfaction. Partial results show that the tangible and assurance variables do not have a significant effect on community satisfaction, the empathy variable has a negative but not significant effect on community satisfaction, and the reliability and responsiveness variables have a significant influence on community satisfaction. The determination test showed that 62.9% of the variation in community satisfaction variables could be influenced by tangible, reliability, responsiveness, assurance and empathy variables.

Tingkat Kepuasan Pasien terhadap Pelayanan Kefarmasian di Apotek Medika Usada

Patient satisfaction measures patients’ emotional responses towards pharmacists’ services. It is based on tangible aspects like the pharmacy’s appearance, reliability, responsiveness, assurance, and empathy. It is influenced by the fulfilment of patient expectations, the availability and completeness of medications, and the staff’s friendliness. This research uses descriptive research from 20 May to 4 June 2024. The satisfaction of prescription services is measured using a validated questionnaire. The sample used consists of 96 respondents who meet the inclusion criteria. The data obtained from the questionnaire results were then calculated to determine the percentage of patient satisfaction, which can subsequently be categorized as satisfied or dissatisfied based on the established percentages. The result indicates that patient satisfaction based on reliability is 74.21%, categorized as satisfied. Responsiveness is 74.58%, and it is categorized as satisfied. Assurance is 73.85%, categorized as satisfied. Empathy is 75.15%, categorized as satisfied, and Tangibles is 74.11%, categorized as satisfied. From the five dimensions, an average score of 74.38% was obtained, categorized as satisfied according to the percentage range of 61-80%, which indicates a satisfied rating. Based on the data analysis and discussion above regarding the patient satisfaction questionnaire related to pharmaceutical services at Medika Usada Pharmacy, it can be concluded that patients feel satisfied with the services provided.

ANALYSIS OF THE IMAGE OF KUPANG’S STRAAT ‘A’

"City image" refers to the perception of a city, shaped by visual experiences, social interactions, and cultural influences. It includes physical elements like architecture and landscapes, as well as intangible factors that define the city's identity and functionality.Aims: This research project aims to explore the relationship between the tangible and intangible aspects of the image of Kupang's Straat "A" neighborhood.Methodology and Results: The research first examines Kevin Lynch's city image principles. It documents the physical elements of Straat "A" using tissue analysis maps, followed by an analysis of both physical and non-physical elements through perceptual and experiential approaches. Finally, the dominant elements of Kupang's Straat "A" urban image are interpreted.Conclusion and Impact: The research identifies three of the five physical elements of city image—paths, districts, and nodes—along with dominant non-physical elements like collective stories, identity, social activities, and user experiences. These findings enhance city image theory and offer valuable insights for urban design, particularly for architects and stakeholders.

Cultivating ecomuseum practices in China: shifting from objects to users-centred approaches

ABSTRACT This study delves into a theoretical framework crucial for guiding future empirical research and practices, tackling the challenges and constraints within the current practical approach of ecomuseums in China. It is posited that social factors and theoretical foundations are intertwined, contributing to the existing hurdles in ecomuseum practices, particularly in terms of inadequate community involvement and sustainable growth. Various studies have been examined to establish a framework that integrates various theories, such as critical heritage studies, new museology, and appropriate museology, shifting the focus from object-centred to user-centred approaches. The underlying principle is that heritage value is not fixed but rather constructed, with blurred boundaries between tangible and intangible aspects. Community engagement and development are pivotal in this construction process, necessitating the use of tailored methods and tools based on the unique circumstances of each community to achieve meaningful community participation.

Socio-Spatial Analysis of Indigenous Cultural Tourism Sites: A Comparative Study of Kampoeng Wisata Cinangneng, Bogor, Indonesia and Tam-Awan Village, Baguio City, Philippines

Abstract The diversified image and expanded settings of tourism in cultural landscapes pose an interesting challenge in preserving their tangible and intangible aspects and strengthening their relationships and representations. The study focuses on the comparative socio-spatial analysis of two mountainous cultural tourism sites — Kampoeng Wisata Cinangneng in Bogor Regency, West Java, Indonesia, and Tam-Awan Village in Baguio City, Benguet, Philippines — with the local cultures of Sundanese and Ifugao, respectively. The study aims to understand the local cultures of Sundanese and Ifugao through their cultural activities present, to identify the natural and human-made landscape assets and their organization that reflect their cultures, and to study how these landscape assets are used by tourists. The research utilizes a descriptive qualitative approach and a comparative case study research design model through participatory observation, digital mapping, and thematic analysis. Data are translated on how each culture’s social structures are represented through the physical elements and how users act on it as representations of the culture, in return. Data shows differences in the sites’ socio-spatiality and representations. Cinangneng provides first-hand teaching and demonstration in the guided and controlled tours, while Tam-Awan offers a more flexible and self-directed learning through visual aids. The major physical difference of the sites are the topography and slopes, affecting the location of the built up structures and the pedestrian movement around them, creating Cinangneng’s passive and controlled experience and Tam-Awan’s active user experience. Understanding the socio-spatial relationships of these sites can help tourism policymakers, planners, managers, and other related stakeholders in recognizing cultural landscapes, their elements and spatial organization, and their representations in the evolving values of different cultures, especially in the Southeast Asian region.

COMMUNITY DEVELOPMENT STRATEGY THROUGH IDENTIFICATION OF TANGIBLE AND INTANGIBLE ASSETS FOR THE DEVELOPMENT OF BARAN BURING TOURISM KAMPUNG

Suburban areas often experience development pressures, with implications for changing green space into built areas, rural cultures into urban ones, and poverty into prosperity. The development of Buring Kampong (suburban settlement) in Malang City into a tourism kampong, in addition to improving the local economy, must also be able to support environmental quality and community independence. This research used the Asset Based Community Development (ABCD) approach in identifying tangible and intangible assets. The data were collected through field observation, focused group discussion, interviews, and secondary data. Tangible aspects include land use, natural and artificial resources, infrastructure, accessibility, machinery and equipment, and local architecture. Meanwhile, intangible assets include intellectual property, potential branding development, goodwill, software/web, formal and informal organization, social and cultural values, and potential customers. The data obtained were presented descriptively and discussed together, as a triangulation process. The results showed the diversity and breadth of tangible and intangible assets of Baran village, and both of these assets can be directly found in the field and during FGDs and interviews. This research is also an effort to strengthen community engagement and public awareness about their assets, and this activity needs to be continuously improved, to have a better level of community engagement, confidence, social participation, branding, and networking.

A multidimensional framework for assessing cultural heritage vulnerability to flood hazards

ABSTRACT This study proposes a multidimensional framework for the assessment of cultural heritage vulnerability to flood hazards. In this framework, cultural heritage is framed within a landscape approach drawing on the concept of the historic urban landscape as a physical entity, a lived space and a layered socio-economic environment. In such manner, this study emphasises that climate change disturbs both tangible and intangible aspects of cultural heritage – such as social systems and daily life practices – by modifying the material conditions that sustain them. Thus, the proposed framework integrates built and natural heritage with area-based vulnerability and socio-economic deprivation, considering households’ exposure to flood risk. The analysis follows a spatial and quantitative approach using open geospatial data available at the statistical unit level. The data are processed and analysed employing QGIS software and statistical analysis. Results confirm that cultural heritage vulnerability is highly associated with socio-economic deprivation and area-based vulnerability. The understanding of this interrelation is key to the identification of historic urban landscape qualities and priority areas for reconstruction and social support.

WATER RESILIENCE UNDER CLIMATE CHANGE IN AZERBAIJAN

Water resilience under climate change in Azerbaijan is increasingly vital as rising temperatures and erratic precipitation patterns strain water resources. Addressing these challenges requires a comprehensive strategy that integrates adaptive water management practices and stakeholder collaboration to ensure sustainable water access and mitigate the impacts of climate variability. The aim of this article is to analyze the challenges posed by climate change on water resources in Azerbaijan and propose strategies to enhance water resilience. The paper discusses how effective are existing water conservation policy in Azerbaijan, are and what effective solutions can be proposed to enhance water resilience in the face of scarcity under climate change. The research employs both quantitative and qualitative methodologies to comprehensively address various dimensions of water scarcity. Quantitative methods, including hydrological modelling and statistical assessments, enable an exploration of the tangible aspects of water availability and distribution, aiding in our understanding of the physical dynamics involved. In terms of ensuring water resilience in Azerbaijan during the analysis of changes in the volume of water taken from natural water sources was observed a decrease in the volume of water taken from surface water sources, an increase in the volume of water taken from groundwater sources. If the amount of extracting from water sources continues at the current rate, it is projected to reach 13.8 km3 in 2030, 14.8 km3 in 2040, and 15.8 km3 in 2050 in Azerbaijan.

Charting progress: a cultural odyssey through eco-heritage transformations

PurposeThis paper provides a comprehensive exploration of the historical evolution and contemporary transformations inherent in cultural landscapes, framed within the narrative of a cultural odyssey. The concept of cultural landscapes extends beyond the physical arrangement of landscape elements, encompassing social and cultural customs and economic dynamics in both tangible and intangible aspects of heritage. Instead of being confined to a linear evolutionary model of sacred-historic landscape development, these sites are understood to exist across different historical periods such as ancient, medieval, etc. reflecting their multifaceted nature.Design/methodology/approachThe paper utilizes a thorough and systematic examination of existing literature, covering several disciplines such as cultural studies, anthropology and environmental studies. The methodology prioritizes a holistic approach by including succinct discussion of many locations to improve the analysis. The collection of qualitative data on the cultural importance of eco-heritage involves conducting participant observations and focus group talks to capture a diverse range of perspectives.FindingsThe paper highlights the importance of preserving and interpreting cultural landscapes as living, evolving entities. By recognizing diverse layers of history and cultural significance within these sites, research suggests strategies for integrating sustainable practices in the management of cultural landscapes.Originality/valueThis work makes a substantial contribution to the academic field by examining the intersection where cultural heritage and eco-transformations converge. By embarking on a cultural odyssey, the paper not only charts the progress of societies but also sheds light on the transformative impact of eco-heritage interactions. The novel perspectives offer a new framework for scholars, policymakers and practitioners to analyze and value the complex interrelationships between cultural legacy and ecological changes.

Pelatihan Penyusunan Asesmen Diagnostik dalam Kurikulum Merdeka bagi Guru di MTs dan MA Sekolah Cinta Ilmu

Merdeka curriculum was developed by the Government in order to improve the quality of education in Indonesia. Merdeka Curriculum, introduced by the Ministry of Education, Culture, Research and Technology (Kemendikbud Ristek), is a new curriculum that allows schools to adapt learning to the needs and characteristics of students. However, in its implementation, teachers experience several obstacles in implementing the independent curriculum, one of which is in designing assessments and evaluations. Teachers have difficulty in managing classroom conditions due to the lack of clarity in diagnostic assessments. This research aims to provide training in preparing diagnostic assessments to determine students' initial abilities before learning. The method used in this community service is Participatory Action Research (PAR). The subjects in this study were MTs and MA teachers at Cinta Ilmu School, totaling 18 people. Based on the data obtained during the training, the teachers felt enthusiastic and satisfied with the presentation of material that was in accordance with the needs and professional presenters so that the material provided could be easily understood by the participants. It is indicated by the average score index of overall participant satisfaction reaching 3.54, which is in the very satisfying category. While the satisfaction index in the reliability aspect reached a score of 3.7, the tangible evidence aspect reached 3.5, the responsiveness aspect reached 3.4, the guarantee aspect reached 3.5, and the service aspect reached 3.6.