Tangible Dimensions Research Articles

Analisa Kepuasan Pelanggan Terhadap Pelayanan di Toko XX di Gunungsitoli

Customer satisfaction is an important indicator in evaluating business success. Toko XX in Gunungsitoli has the responsibility to ensure that customers are satisfied with their services. This study uses a quantitative method with a survey approach and the SERVQUAL model to measure customer satisfaction. A sample of 385 respondents was randomly selected. The results of the study show that customers are generally satisfied, with 60% giving a rating of 4 (satisfied) and 20% giving a rating of 5 (very satisfied). The dimensions of reliability and responsiveness have a significant impact on customer satisfaction, while the dimensions of tangibles and empathy need improvement. These findings provide insights for Toko XX to improve service quality and customer satisfaction

Mapping a food donation supply chain and the implications for social policies in Brazil

PurposeThe coronavirus disease 2019 (Covid-19) pandemic raised global alarms about hunger and food insecurity worldwide and the corresponding need for public policies, particularly in emerging countries. One possible solution for addressing this important topic is a food donation supply chain, which comprises food banks and involves their relationships with suppliers (donors), customers (people in need) and other potential stakeholders. The aim of this research is to understand how different agents in a food donation supply chain use different but interrelated capital dimensions (human, structural and relational) to leverage their resources and build knowledge in their relationships with other stakeholders.Design/methodology/approachWe conducted an abductive single case study with the food bank as a focal organisation in a direct supply chain. Data were collected by way of 15 semi-structured interviews with representatives from each tier in the chain (food bank, donor, social impact company and social movement), non-participant observation and secondary data (e.g. codes of practice, websites and media). All data sources were analysed individually and then cross-checked.FindingsOur findings show that tangible dimensions, such as those that are structural, are present upstream while intangible dimensions – those that are relational and human, for example – are prevalent downstream. The political dimension was identified as an important mechanism that allows stakeholder engagement and access to resources, funding and government incentives.Originality/valueBy applying a multi-tier approach, the present research explores how different stages in this supply chain use intellectual capital (IC) to better manage relationships. The heterogeneity of agents within the food donation supply chain (public, private and third sector), each of which has distinct levels of IC dimensions, can share their knowledge to improve efficiency and social protection mechanism policies. Since the focal organisation is a non-profit organisation, this study also contributes to IC theory.

A Quality Gap Analysis of Educational Services among Iranian Medical Students Using the SERVQUAL Method

Introduction The quality gap in educational services among the students of Shahroud University of Medical Sciences in the year 2023 was evaluated using the SERVQUAL method. Methods In this cross-sectional study, 334 participants were selected through a multi-stage random sampling method, and 316 responded to the standard SERVQUAL questionnaire. Results The majority, 181 students [57.3%], had a strong interest in their field of study. The mean scores for the current status [perceptions] and the optimal status [expectations] of educational service quality were 3.27±0.66 and 4.41±0.63, respectively. There was a significant difference between the current and optimal status across all SERVQUAL dimensions. The largest gaps were in the dimensions of Responsiveness, Empathy, and Tangibles, followed by Assurance and Reliability. The comparison of mean scores for the educational service quality gap across variables, such as gender, academic semester, and interest in the field of study, indicated significant differences among these groups. Conclusion By assessing the status of educational services from the student's perspective, this study aims to provide valuable information to policymakers and university senior management to enhance the educational service system. Educational and incentive strategies, along with careful monitoring and planning according to different dimensions of service quality, can be effective in improving the system.

Enabling biographical repair and recovery through beekeeping

ABSTRACT Beekeeping has a long tradition in Slovenia and other parts of the world. It is often associated with concrete outcomes such as therapeutic bee products; but little is known about its less tangible dimensions connected with human-animal interactions. In this study, interpretive phenomenology was used to explore the meaning making and lived experiences of six beekeepers living with a chronic neurological condition. Participants shared their experiences through interviews which were conducted by a fellow beekeeper-researcher. Reflexive thematic analysis was used to develop two main themes that described a lifelong relationship with beekeeping and changes in times of illness. These included new ways of doing and perceiving the occupation of beekeeping and the enhanced meaning that was developed when faced with health challenges. The participants’ stories showed a gradual path to reconciliation and new normality through occupation, which included both experiences of grief when the bees had to be reprioritised and feelings of joy when they returned to spending time with and caring for the bees, albeit in adapted ways. The findings provide further insights into biographical repair from an occupational perspective and help to situate occupational science in a new geographical context, which may have specific characteristics considering the nature of valued occupations and connections with non-human species.

Building the educational future: Exploring the dimensions of STEM education through 3D printing and platonic solids in university mathematics teaching

This essay addresses the convergence of STEM (Science, Technology, Engineering, and Mathematics) education, exploring the opportunities and challenges of this multidisciplinary integration in the context of university mathematics education. Focusing on Platonic solids, the study examines how 3D printing becomes a transformative vehicle for mathematical understanding by providing tangible representations of abstract concepts. The tangible dimensions of teaching and the intersection between science, mathematics, and art are highlighted as key factors that enrich the educational experience. Additionally, the technological, ethical, and pedagogical challenges associated with the implementation of 3D printing in STEM education are addressed. This analysis culminates in the conclusion that this integration not only prepares students for an interconnected world but also raises new questions about ethics and responsibility in the evolution of university mathematics education.

Effectiveness of Trans Jateng Bus Rapid Transit (BRT) services for customers with disabilities in Surakarta city

BRT Trans Jateng is a government mode of transportation that cannot be separated from the principle of good and quality public services for customers with disabilities. The aim of this research is to measure the effectiveness of Trans Jateng BRT services for customers with disabilities, especially in the city of Surakarta. The design of this research is to use the Fuzzy SERVQUAL method to measure the level of satisfaction of disabled customers with BRT Trans Jateng services. The sampling technique used was purposive sampling using 30 samples of disabled customers in the city of Surakarta. Here it can be seen that all of the five dimensions measured require improvement. Improvements are carried out based on the priority of the largest gap value. From the results of data processing, the first rank is the tangible dimension with a gap value of -2.0167, then the second rank is the empathy dimension with a gap value of -1.9583, the third rank is the responsiveness dimension with a gap value of -1.95, in the fourth rank is the assurance dimension with a gap value of -1.92, and the fifth rank of the reliability dimension with a gap value of -1.89

LINEARITY OF SERVICE QUALITY AND PUBLIC SATISFACTION IN GOVERNMENT HOSPITALS

This study aims to analyze the relationship between service quality and community satisfaction in the outpatient installation of Kuningan Hospital. The research was carried out in May 2024 using a narrative descriptive method. Data collection was conducted using interviews, observations, and documentation. The results of the research show that there is a significant difference in perceptions related to the quality of health services. The quality of administrative services was considered very satisfactory by most of the informants. The tangible dimension of the installation was considered satisfactory. In the responsiveness dimension, it was found that officers showed a high level of professionalism and responsiveness in providing the needed help and information. The assurance dimension showed that informants appreciated accurate information and professionalism of officers. The findings of the study could inform strategies to enhance service delivery and meet the public's expectations more effectively.

Evaluation Of the Emergency Severity Index Triage For Improving Emergency Room Services Quality In Indonesian Hospital

Background:Effective prioritization is crucial in delivering high-quality emergency medical services, although it is often lacking. Objective:This study aims to evaluate the application of triage based on the Emergency Severity Index (ESI) in improving the quality of emergency departments in hospitals in Indonesia. Methods:An accidental sample of 100 emergency room patients was selected. Patient satisfaction was measured using questionnaires, while infrastructure, support facilities, and the triage process were assessed through direct observation. Results:The evaluation found that nurse staffing levels did not meet standards and were inadequate to meet patient needs. Triage facilities and infrastructure at both hospitals met established standards. The triage process, conducted on 100 respondents by 30 nurses, revealed that the majority of patients were categorized as ESI level 3, comprising 82 (82%) respondents. There was an excessive use of triage resources beyond projections, and patient placement did not always adhere to standards, although the average response time was within the accepted range. Patient satisfaction was evaluated across five dimensions; the most satisfying dimensions were assurance and empathy, with 90% of respondents rating thempositively, while the tangibles dimension received the lowest satisfaction rating at 84%. The correlation between the application of ESI triage and patient satisfaction was not statistically significant (p-value = 0.101, higher than 0.05). Conclusion:It is recommended that hospitals increase the number and competence of nursing staff in emergency departments to ensure response times and patient placement align with ESI triage standards, thereby enhancing the effectiveness of triage implementation. Keywords:emergency severity index triage; quality of care; emergency department

Assessment of Healthcare Service Quality and Patient Satisfaction Using the SERVQUAL Questionnaire in Khuzestan Province During 2022 - 2023

Background: Hospital service quality is the primary predictor of a hospital's success, and any decrease in patient satisfaction is a cause for concern for the organization. Objectives: This study aimed to evaluate the service quality of Golestan Hospital in Ahvaz, Iran, based on patient satisfaction measured using the SERVQUAL questionnaire. Methods: This cross-sectional study was conducted in 2022 - 2023. Patients over 18 years old who visited the emergency department at Golestan Hospital were evaluated, with the exception of those with mental or multiple chronic disorders. Data collection tools included demographic and SERVQUAL Questionnaires. The data were analyzed using SPSS software, with a significance level set at less than 0.05. Results: A total of 200 subjects participated in the study, comprising 124 females (62%) and 76 males (38%). The results of the SERVQUAL Questionnaire indicated that the highest score was in the tangibility dimension (4.35), while the lowest score was in the assurance dimension (1.38). Negative gaps between perception and expectation were observed in the responsiveness (-0.99) and empathy (-1.22) dimensions. The mean total scores for expectation and perception were 99.55 ± 5.06 and 92.85 ± 5.5, respectively, with the highest scores observed for reliability. No significant association was found between expectation and perception (P-value > 0.05). However, the reliability of the gap and expectation in males was significantly higher (P-value < 0.05). A direct correlation was found between age and tangibility, Assurance, and total score of gaps (P-value < 0.05). Conversely, a reverse correlation was observed between age and tangibility and the total score in perception (P-value < 0.05). Post-hoc analysis revealed that the Assurance and total score of gaps and expectations were significantly higher in married patients compared to single patients (P-value < 0.05). Conclusions: This study revealed a negative gap between patients' expectations and perceptions, highlighting the need for adjustments and improvements in hospital service quality by addressing all five dimensions of service quality.

The Implementation of Tactical Command Posts (Poskotis) and Rest Areas as A Form Of Public Service For Eid Al-Fitr Homecomers in West Java Region IV

Eid is synonymous with the tradition of returning home (mudik), and its implementation requires the implementation of Eid transportation that is safe, secure, and comfortable for homecomers. This research uses qualitative methods and aims to know the quality of service regarding the implementation of Poskotis and Rest Area. The results of this study conclude that the Implementation of Poskotis and Rest Area by The West Java Provincial Transportation Office UPTD PPPLLAJ Region IV is considered not optimal because in its implementation, there are still several problems, such as the lack of service services in the form of facilities and infrastructure and less optimal socialization activities. For this reason, improvements need to be made to improve the quality of public services per the dimensions of tangibles and responsiveness.

ANALISIS KUALITAS PELAYANAN SISTEM X-RAY PADA PT PELINDO CABANG BENOA

This study aims to assess the service quality of the X-ray system at Benoa Port and provide recommendations for improving service quality at Benoa Port. The analysis methods used are the Service Quality (Servqual) method to identify gaps between the perceptions and expectations of passengers regarding service quality at Benoa Port and the Importance Performance Analysis (IPA) method to determine service improvement priorities. The sample of this study consisted of 96 cruise passengers in 2024. The result of the research using the servqual method indicate that there are gaps in all dimensions. The highest gap is in the tangible dimension with -0,49 and the lowest gap is in the assurance dimension with a gap of -0,24. Overall the average perception score is 3,80 and the average expectation score is 4,19, resulting in a gap of -0,39 and an average Q score of 0,91 indicating that the service quality provided almost meets the passengers expectations but is not yet perfect. The analysis result using Importance Performance Analysis (IPA) methode show a conformity rate (TKi) between importance and performance of 93,65%, indicating that the quality of the X-ray service system at Benoa Port meets the passengers expectations but still requires improvements. Based on the Cartesian Diagram, there are 5 attributes located in quadrant I, which means that improvements are necessary, consisting of the dimensions of tangibles, responsiveness, and empathy

Elevating service startup survival through strategic service quality

PurposeThe purpose of this paper is to unravel the specific service quality dimensions that significantly influence startup survival, providing actionable insights for service managers and entrepreneurs.Design/methodology/approachEmpirical data were collected from 372 service startups over a period of seven years. The Cox proportional hazard model was used to analyze the data.FindingsThe results indicate that the tangible dimension of service quality emerges as the most critical determinant of startup survival. Additionally, the reliability and responsiveness of the service also significantly affect startup survival. Furthermore, the assurance and empathy dimensions have a positive, albeit modest, influence on the survival prospects of service startups.Research limitations/implicationsThis study contributes to the service literature by investigating the relative importance of each dimension of service quality in relation to the survival of service startups.Practical implicationsThe empirical findings empower service startups to make informed decisions, allocate resources judiciously and prioritize aspects of service quality that have a significant impact on their survival and success.Social implicationsThe social implications indicate the significance of service quality dimensions not only for the success of service startups but also for the overall well-being of customers, local economies and the competitive landscape of the service sector.Originality/valueThis study contributes to service science by uniquely highlighting the critical role of tangibles in startup survival, challenging conventional beliefs about the primacy of service reliability.

Analysis of Visitor Satisfaction at the Samudera Pasai Islamic Museum Tourist Attraction Using the Servqual Method

Visitor satisfaction greatly influences the development of the tourism industry, the development of the tourism industry in a region will give birth to other supporting businesses. The Samudera Pasai Islamic Museum is one of the cultural-based tourist attractions that displays tourist attractions in the form of fine art, historical relics and customs. The Samudera Pasai Islamic Museum is located in North Aceh Regency, Aceh Province. In 2023, the average number of museum visitors was 1,050 people and there was a significant decrease in visitors in September 2023. The purpose of this study was to determine visitor satisfaction with the quality of service provided by the management of the Samudera Pasai Islamic Museum. The method used in this study is the Service Quality (Servqual) method. Servqual is a method used to identify the level or quality of visitor satisfaction with the services provided by a service industry through five dimensions, namely tangibles (physical evidence), responsiveness, reliability, empathy and assurance by analyzing the gap between the value of perception and the value of visitor expectations. The results of the study showed that in the tangibles dimension, the gap value was obtained at -0.50, the responsiveness dimension obtained a gap value of -0.43, the reliability dimension obtained a gap value of -0.32, the assurance dimension obtained a gap value of -0.26 and the empathy dimension obtained a gap value of -0.34. These results indicate that the satisfaction of visitors to the Samudera Pasai Museum has not been achieved, so service improvements are needed

Analysis of the Importance Performance Method on the Quality of Outpatient Pharmacy Services at Guntur Hospital, Garut, West Java - Indonesia

Guntur Hospital is a hospital that provides health services and also provides pharmaceutical services. According to Minister of Health Regulation Number 72 of 2016 concerning functions and duties, hospitals must be able to provide quality services. This study aims to determine the level of patient satisfaction with the pharmaceutical services of Guntur Hospital using the five main dimensions of SERVQUAL. Then it is analyzed using importance performance analysis (IPA) to find out items that need to be prioritized for improvement by making a Cartesian diagram and providing recommendations for improving service quality. This research was conducted for 3 months by conducting interviews, observations and questionnaires on outpatients at Guntur Hospital. The research method uses quantitative research with a descriptive approach. Researchers used data collection techniques by observation, interviews, distributing questionnaires and documentation. From the results and discussion, it can be concluded that: The level of customer satisfaction with the quality of services provided at the Guntur Hospital outpatient pharmacy installation, in the dimensions of tangibles, reliability, assurance and empathy, patients stated that they were satisfied with the quality of services provided. Meanwhile, in responsiveness, patients stated that they were not satisfied with the quality of services provided. Then the gap in the quality of pharmaceutical services shows a negative gap value, which means that the expectations of patients in the outpatient pharmacy installation as a whole do not match the patient's perception.

Analysis of Service Satisfaction Level at Batam Center International Port in Batam City Using the Fuzzy Mamdani Method

A port is defined as a facility and system where a port is a work environment consisting of a land and water area equipped with berthing and mooring facilities for ships, a place for loading and unloading, and boarding and disembarking passengers from one mode of sea transportation to another mode of transportation. In carrying out activities at the port, apart from providing sufficient facilities and equipment, quality services cannot be neglected. This research aims to analyze and determine how much influence the level of service provided has on the satisfaction response of ship passengers at the Batam Center International Port, Batam City. To carry out this research, the study used a literature review, observation, and distribution of questionnaires using a Likert scale and the Fuzzy Mamdani method. However, several challenges were encountered during the study. First, there was a difficulty in obtaining a representative sample of passengers due to the variability in passenger traffic and schedules. Second, the subjective nature of satisfaction measurement posed challenges in ensuring the accuracy and consistency of responses. Third, integrating the qualitative data from the Likert scale with the quantitative Fuzzy Mamdani method required careful handling to avoid misinterpretation The expected results from this research are the levels of satisfaction ship passengers feel regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. This will help determine whether passengers perceive themselves as satisfied or dissatisfied. Based on the analysis and discussion carried out with 50 respondents using the Likert scale method, the respondents stated that they were quite satisfied. This indicates that the Batam Center International Port, Batam City, is quite successful in providing satisfactory services to passengers. From the dimensions of reliability, responsiveness, assurance, empathy, and tangibles, overall consumers feel quite satisfied, with an average satisfaction percentage of 71% (35.5 out of 50 respondents). Similarly, the results obtained from the Fuzzy Logic Mamdani method show an output value for consumer satisfaction of 150 (within a range of 50–250), indicating that the level of consumer satisfaction with the services provided by the Batam Center International Port, Batam City, is quite satisfactory

Evaluasi Kepuasan Pelayanan Informasi Obat (PIO) Pada Pasien Rawat Jalan BPJS Dan Non-BPJS Di Instalasi Farmasi RSUD Dr. Moewardi

The Drug Information Service is an activity conducted by pharmacists to provide patients with information about medications, including dosage, dosage form, administration route, safety of use, side effects, and drug interactions. This service is crucial for patients, particularly those lacking detailed information about their prescribed medications. This study aimed to assess the level of satisfaction with drug information services among outpatient patients with BPJS and non-BPJS insurance at the Pharmacy Department of Dr. Moewardi Regional Public Hospital. The research adopted a quantitative approach with a cross-sectional design. Data collection was conducted using a questionnaire with 100 respondents. The findings of the study indicated that across 5 dimensions of satisfaction, the distribution of respondent answers regarding satisfaction with drug information services at the Outpatient Pharmacy of Dr. Moewardi Regional Public Hospital showed the following: reliability dimension 67.85% in the category of fairly satisfied, responsiveness dimension 63.20% in the category of fairly satisfied, assurance dimension 66.33% in the category of fairly satisfied, empathy dimension 68.52% in the category of fairly satisfied, and tangibles dimension 63.7% in the category of fairly satisfied. BPJS prescription type received a satisfaction percentage of 66.20%, while non-BPJS received 64.74%. In conclusion, the overall satisfaction level with drug information services at the Outpatient Pharmacy of Dr. Moewardi Regional Public Hospital could be categorized as fairly satisfied.

QUALITY OF POPULATION ADMINISTRATION SERVICES AT THE OFFICE OF THE DEPARTMENT OF POPULATION AND CIVIL REGISTRATION IN THE CITY OF GORONTALO

<em>This study aims to determine the Quality of Population Administration Services at the Office of the Population and Civil Registration Office in Gorontalo City. The research method used is qualitative research. Data collection techniques used are observation techniques, interviews, and documentation. The results of this study indicate tangible, reliability, responsiveness, assurance, and empathy. (1) the implementation of service quality related to the tangible dimension (physical evidence) has not fulfilled adequate service facilities in the Gorontalo city population and civil registration office such as narrow waiting rooms, limited seats, and lack of air conditioning. (2) The dimension of employee reliability in dealing with community problems, it can be seen that there are still complaints from the public about the service process and population administration. (3) the dimension of responsiveness of employees has shown responsiveness in helping the community when experiencing difficulties (4) the dimension of assurance (guarantee), being on time for community services, it can be seen that there are still public complaints. (5) the dimension of empathy (empathy), has been running quite well because the employees have technical guidance that is carried out in carrying out services every year. Based on this analysis, researchers can conclude that the quality of population administration services at the Gorontalo City Population and Civil Registration Office is quite good. Based on this, the researchers hope that in the future the facilities and infrastructure can be improved and even better, as well as for employees to further improve the quality of work.</em>

Survey of Academic Service Quality in Primary Schools

Quality academic services provide a conducive and supportive learning environment for all education customers at every level of education, and primary schools are no exception. However, the facts in the field show that there are still complaints from teachers, students, and parents regarding academic services in elementary schools. This study aims to analyze the level of academic service quality in elementary schools in Sumedang Regency, focusing on the five main dimensions of reliability, responsiveness, assurance, empathy, and tangibles. This research is a quantitative study using a survey method involving 50 elementary school teachers. The results showed that the quality of academic services in elementary schools in Sumedang Regency fulfills five dimensions with an average of high quality and has been able to meet the expectations and needs of teachers, resulting in satisfaction and good perceptions in the implementation of effective and efficient academic services even though the dimensions of reliability, empathy, and tangibles still need improvement. This research is expected to contribute to schools’ supporting decision-making and determining solutions in more specific areas to realize quality academic services.

KUALITAS PELAYANAN KESEHATAN PADA PENYINTAS THALASEMIA DI KOTA SUKABUMI

This study aims to determine the quality of health services for Thalassemia survivors in Sukabumi City. This study uses a qualitative research method with a narrative approach. The results of this study indicate that the Quality of Health Services for Thalassemia Survivors in Sukabumi City, especially at Rs. Bhayangkara Setukpa Sukabumi already has the following improvements: 1) Already has a special room for Thalassemia Survivors; 2) The chelation medicine already has various types of iron syrup, tablets, and brewed chelation medicine; 3) Have a special Thalassemia officer. As for when viewed based on the assessment of the dimensions of Reliability (Reliability), Responsiviness (Response/responsiveness), and Empathy (Empathy) health services provided by the apparatus/officers for Thalassemia Survivors are of high quality, but the dimensions of Tangibles (Intangible) and Assurance (Guarantee) are not qualified. or still not optimal, because the quality of health services provided is still not in accordance with the medical standards as outlined in the Regulation of the Minister of Health of the Republic of Indonesia Number 1109/MENKES/PER/VI/2011 concerning Technical Instructions for Guaranteed Thalassemia Treatment Services, especially in facilities and infrastructure. . The Sukabumi City Health Office provides a policy regarding the Health Services for Thalassemia Survivors in Sukabumi City, namely Thalassemia survivors participating in the National Health Insurance for the Healthy Indonesia Card (JKN KIS) do not need to go to the First Level Health Facility (FKTP) again to get referrals, and Thalassemia Sukabumi City has a halfway house as form of local government attention.

HUBUNGAN KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PESERTA BPJS KESEHATAN DI WILAYAH KERJA PUSKESMAS SUNGAILIAT TAHUN 2023

Introduction: one of the way of developing the healthcare service quality is to give the satisfaction to the patient, which important to do for increasing the function of healthcare service quality to societies by measuring the service quality. Public Health Center (Puskesmas) in Sungailiat has achieving the highest amount. Most of the societies are registered as participants of Healthcare and Social Security Agency (BPJS) which indicates the intensities of visitors of Healthcare and Social Security Agency (BPJS) patients were higher. These variables are related to the service quality such as: tangibles, reliability, responsiveness, empathy, and assurance. The early-results, shows that the the relevant-variables that related to the problem in Sungailiat Public Health Center (Puskesmas) such as: comfortability, human-interaction, and punctuality. Methodology: This research is designed by applying the analytic survey methodology, cross sectional study approach, and Accidental Sampling. There are 110 of Healthcare and Social Security Agency (BPJS) patient samples who taking the treatment in Sungailiat Public Health Center (Puskesmas) area by doing the interview according to the questionnaire. Data are analyzed by using both univariate and bivariate analysis by chi square examination. Results: There were a meaningful-relationship between healthcare service quality in the dimensions of Tangibles, Reliability, Responsiveness, Empathy, and Assurance through Healthcare and Social Security Agency (BPJS) patient satisfaction. Conclusion: Sungailiat Public Health Center (Puskesmas) needs to provide the health brochures and suppliance such as drinking water, also the doctors still need to aware to their punctuality, hospitality, and not to differentiate between Healthcare and Social Security Agency (BPJS) patient and general patience.