Tangible Dimensions Research Articles

KUALITAS PELAYANAN PUBLIC SAFETY CENTER PADA PUSAT PELAYANAN KESELAMATAN TERPADU DINAS KESEHATAN PROVINSI SULAWESI TENGAH

This research purpose is to analyze the “ Serving Quality of public Safety Center At Integrated Healthy Service, Healthy Dines Central Sulawesi Province. The writer use the service quality theory which stated by Zeithaml-Paraurman-Berry (1990).He stated that there are five (5) dimension to measure the service quality,they are tangables, reliability,responsiveness,assurance and empathy. The quality research in its method which brought out a descriptive data through an interview to a respondent. The research located in UPT. Of Public Safety Center At Integrated Healthy Service, Healthy Dines Central Sulawesi Province and also at user of PSC 119 house. There are 4 informants who gives the service and 3 informants who has its service, so there are 7 people totally. Interview,observation and documentation are used for its data collection. Then, The results of the research show that the quality of Public Safety Center services at the Integrated Safety Service Center of the Central Sulawesi Provincial Health Service from the tangible dimension is not good where the facilities and infrastructure supporting PSC 119 in providing services are not adequate, the responsiveness dimension is also not good where there are still service users who say that the officers slow in responding to service users, while the dimensions of Reliability, Assurance and Empathy are good

Assessment of Service Quality on Public Satisfaction in Motor Vehicle Testing: A Study of the Transportation Department in Paser Regency

In an increasingly competitive era of public service, understanding the factors that influence public satisfaction is crucial for enhancing service quality. The primary objective of this study is to identify and analyze the impact of five service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—on public satisfaction. This research also aims to provide recommendations for improving service quality at the Department of Transportation in Paser Regency. The study employs a quantitative approach using a survey method. Data were collected from 60 respondents who had used motor vehicle testing services within the last six months. Purposive sampling was employed to determine the sample, and data were gathered through questionnaires adapted from the SERVQUAL instrument. Data analysis was conducted using Structural Equation Modeling (SEM) to examine the relationships between variables. The findings indicate that of the five service quality dimensions tested, only assurance and empathy have a positive and significant impact on public satisfaction. Assurance was the most dominant factor, highlighting that the knowledge and competence of staff in providing safe and reliable services are crucial to the public. Empathy also plays a significant role, as attention and understanding of individual needs enhance satisfaction. Conversely, the dimensions of tangibles, reliability, and responsiveness did not show a significant impact on public satisfaction, suggesting that other factors might be more influential in this context. The managerial implications of these findings include the need for improvements in supporting facilities, regular training for staff, increased responsiveness, and the development of empathetic attitudes. With these measures, it is expected that service quality can be significantly improved, ultimately enhancing public satisfaction.

Analysis Of Service Quality On Internal Disease Poly Patients' Interest In Returning Patients At Gambiran Hospital, Kediri City

Background. Quality service provides satisfaction to customers, which ultimately results in customers making repeat use/interest in repeat visits and recommending the health service to others. Quality health services include five dimensions of quality, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy). The aim of the research is to analyze the quality of service on the interest in repeat visits of internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City. Research methods. Quantitative research uses a cross-sectional approach (cross sectional study). The population in the study were all new internal medicine patients who visited the Gambiran Regional Hospital, Kediri City with a sample of 105 respondents. The sampling technique uses purposive sampling technique. The independent variable is service quality (tangible (physical evidence), reliability, responsiveness, assurance and empathy) and the dependent variable is interest in repeat visits. Data collection techniques used questionnaires and were analyzed using chi-square. Research result. The chi square test results for the dimension of physical evidence (tangible) are PR=2.221, 95%CI =1.078-4.533, p-value = 0.037 and the dimension of reliability (reliability) is PR=5.903, 95%CI =2.207-15.785, p-value = 0.037, which means that there is a relationship between physical evidence (tangible) and reliability (reliability) with the interest in revisiting internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City. The dimensions of responsiveness (responsiveness), assurance (assurance) and empathy (empathy) have no relationship with interest in revisiting internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City (p-value ≥ 0.05). Conclusion. There is a relationship between the quality of service in the tangible dimension (physical evidence) and reliability (reliability) on the interest in repeat visits of internal medicine polyclinic patients at Gambiran Regional Hospital, Kediri City. Therefore, there is a need for synergy among one work unit to increase interest in repeat visits.

Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Seroja Bekasi Menggunakan Metode Servqual

Puskesmas as a health service center has two functions, namely the function of general services and the function of clinical or medical services. Indications of service at the puskesmas can be reflected in the patient's perception of the health services received. Puskesmas Seroja Bekasi has 27 health experts and eight employees in the administrative field. The problem to be studied is about the level of patient satisfaction at the Seroja Health Center and proving the satisfaction level of the Seroja Health Center patient or patient dissatisfaction with the influence of the services provided by the Puskesmas. The method used in this study is a service quality approach to see a picture of patient satisfaction with health services, so that it can be seen the elements that are maintained and improved by the Seroja Health Center and can further improve the quality of its services. From the research results, the gap value (the gap between the reality value and the expected value) for the tangible dimension is (-0.52), the responsiveness dimension is (-0.7), the reliability dimension is (-0.54), the assurance dimension is (-0.54) -0.79), and the empathy dimension is (-0.55).

Determinants of quality in airline service

Goal: This paper aims to identify the dimensions that impact the perception of the quality of Brazilian air services in the eyes of customers, using a questionnaire based on the SERVPERF model adapted for the service studied as a data collection instrument. Design/Methodology/Approach: The research used a quantitative approach, in which 810 questionnaires were analyzed using Structural Equation Modeling methodology. Results: The results showed that the relationship between quality perceived by clients and the dimensions of quality Tangibles and Empathy were those confirmed by Structural Equation Modeling in this research. The fact that the study is exploratory, and temporal indicates that in this period, Brazilian consumers attach more importance to the environment and appearance of aircraft, equipment, and employees of the companies and that their needs are met in a personalized way. Limitations of the investigation: Only Tangibles and Empathy dimensions were confirmed. Practical implications: With the feedback of the customer, including the constant need for an accuracy of the assumptions and hypotheses studied in this paper, an airline can identify what the real needs of its customer must be met and, in its strategic planning, identify the possible actions to be implemented, such as the priority of the investments, and, thus, to be able to increase the competitive advantage, offering the clients what they prioritize. Originality/Value: The information brought by this research can support the development of business strategies oriented in aspects related to tangible elements and empathy in the service to add value to the service perceived by the clients, contributing to the development of the activity and the sector.

Analisis Karakteristik Angkutan Penumpang

Passenger comfort in using public transportation is the main factor in satisfaction with the transportation services used. This lack of satisfaction will affect the use of transportation services which will reduce the income from transportation services. The aim of this research is to determine the characteristics, level of passenger/customer satisfaction based on (reliability, assurance, tangibles, empathy, responsiveness) and factors that influence the level of passenger satisfaction. This research uses a quantitative method, which was carried out in September-November 2022 at a tourist bus shelter in Tana Toraja Regency using SPSS analysis. The results of the research show that the analysis of 5 dimensions, namely tangibles (physical evidence) 0.131, reliability (reliability) 0.084, responsiveness (responsiveness) 0.082, confidence (belief) 0.117, empathy (attention) 0.0120. The most influential factor is the tangibles dimension (physical evidence), which is 0.131.

Increasing Customer Satisfaction with Quality Function Deployment Methodology Based on Service Quality Analysis

One way to be superior to competing companies in the service field, especially customer satisfaction, is by analyzing service quality. Satisfied customers can increase their loyalty and have more trust in a company, so they can continue using its services. PT. XYZ is a company that offers logistics accommodation services; this research took the period from January 2023 to February 2024. It is known that the number of fluctuating customers tends to decrease. Apart from that, there were also several complaints submitted by customers, including products arriving late, inability to fulfill customer requests, delays in the delivery process, and top payments not being evenly distributed. This research used the Servqual and Quality Function Deployment (QFD) methodology. The Servqual method was carried out by distributing questionnaires to 95 respondents to identify the biggest gaps based on the dimensions of tangibles, reliability, assurance, empathy, and responsiveness, which was then carried out with a QFD analysis to determine the priority of corrective action. based on technical response. The research results show that the reliability dimension has the largest gap value, 0.21. A QFD analysis is carried out objectively to determine quality improvement based on technical responses obtained from customers' voices. In the QFD analysis, it is known that the priority corrective actions that must be taken are carrying out correct transaction recording, faster employee processes, increasing employee skills, increasing security, optimizing the system, and increasing availability. Keywords: Customer Expectations, Customers Satisfaction, House of Risk, Service Quality, Quality Function Deployment

Exploring Service Accessibility and Quality for Differently-Abled Students: A Qualitative Analysis at a South African University of Technology

This qualitative study investigates the service experiences of differently-abled students within the Financial Aid Department of a prominent South African University of Technology. Employing a semi-structured interview schedule aligned with the Service Quality model (SERVQUAL), five dimensions—tangibles, assurance, empathy, reliability, and responsiveness—are explored. The study unveils the significant challenges students face, including issues related to the location and accessibility of the department, staff approachability, and the reliability of communication systems. The discussion section draws on relevant literature to synthesise the findings, providing comprehensive insights into the intricacies of service delivery for differently-abled students. The study concludes with actionable recommendations for enhancing service quality and inclusivity, addressing the unique needs of this student demographic in the evolving landscape of South African higher education.

NEW FRONTIERS OF HUMAN RIGHTS

Cultural rights are currently assuming a new facet in human rights law and theory. Cultural heritage is entrenched at the center of this phenomena, spanning from the tangible dimension to others emerging in the last decades. It implies the recognition of a new right in a multilevel perspective: the right to cultural heritage, that encompasses justiciability, citizen participation and access to cultural heritage, complexifying the institutional symbolic negotiation over cultural heritage nowadays. This article aims to analyze the emergence of the right to cultural heritage as a human and fundamental right, in multilevel legal dynamics. To this end, it will focus on the developments within international law and the Brazilian case, which is paradigmatic in comparative studies on the subject, especially when it comes to constitutional protection of cultural rights. The article is methodologically grounded in the fields of legal and constitutional theory, as well as human and fundamental rights theory, in as interdisciplinary outlook and hypothetical-deductive approach. It was verified that cultural rights and cultural heritage are new frontiers in human and fundamental rights law. Indeed, the recognition of a “right” to cultural heritage requires the elaboration of new theoretical and empirical approaches as well as new legal methods in order to guarantee justiciability, participation and access to it. The Brazilian case is paradigmatic in this regard, as it constitutionally provides for judicial mechanisms and the provision for participation, enshrining a “heritage-rights approach”, in a multilevel dialogue.

Analysis of the Quality of Subdistrict Integrated Administration Services (PATEN) at the Samarinda Ilir Sub-District Office in Samarinda City

This study was conducted with the aim of analyzing the Quality of Subdistrict Integrated Administration Service Delivery (PATEN) at the Samarinda Ilir District Office, Samarinda City, along with its supporting and inhibiting factors. Research methods with a qualitative approach, sampling as informants with purposive sampling techniques and accidental sampling techniques. Data collection techniques, with in-depth interviews, participatory observations, and documentation studies. Data analysis techniques with Miles and Huberman's interactive model data analysis techniques. The results showed that the overall quality of patent implementation at the Samarinda Ilir District Office, Samarinda City, was good, which was proven through measuring the five dimensions of public service quality analysis, namely reliability, responsiveness, certainty, empathy, and tangibility. The supporting factors, namely very adequate office service facilities, such as the use of computer devices and printers that are adequate in number, queuing machines and special counters that ensure order in the queue during the service process, air conditioning that provides comfort, both for employees and the community served, television as a means of entertainment for the community as well as to eliminate community saturation in the service process, as well as comfortable seating for the community during the service process, while the inhibiting factor is still not yet otpimal socialization to the community by the village and the Head of RT that several licensing services, such as Building Permits (IMB), State Land Opening Permits (IMTN), and Micro Business Permits (IUM) can be managed in the sub-district with criteria and conditions that have been determined in accordance with the provisions laws and regulations.

Kualitas Pelayanan dalam Pembuatan Surat Keterangan Kependudukan

This research aims to find out how much service quality is achieved in making population certificates in Mekarsari Village, Cikajang District, Garut Regency. In this research, the author uses the SERVQUAL (Service Quality) theory with 5 dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The method used is descriptive with a quantitative approach. The results of this research show that the quality of service in making population certificates in Mekarsari Village, Cikajang District, Garut Regency, based on the tangible dimension, is in the good category, while the dimensions of reliability, responsiveness, assurance and empathy are in the very good category. Overall, the results obtained from the average calculation for all SERQUAL dimensions were 3.10, which means it is in the very good category. In conclusion, all service activities in making population certificates in Mekarsari Village have been running very well and can provide quality services to the community because the service in making population certificates is quite simple, including the process, completeness and file requirements as well as the costs required. and the time required is also not long Keywords: Service Quality, Mekarsari Village Government, Population Certificate

Application of ABC VEN Method in Procurement Management and Its Impact on Internal Business Processes that Impact General Patient Customer Retention in 2022 (Case study at RS X)

ABSTRACT X Hospital wants to increase the efficiency of pharmaceutical services by replacing the consumption-based drug procurement method with the ABC VEN method to overcome challenges such as out-of-stock, direct purchases from other vendors, and the use of multiple vendors, with a potentially positive impact on customer retention and compliance with relevant regulations and research. This study aims to examine the application of the ABC VEN method to improve inventory procurement planning at X Hospital, compare its effectiveness with the consumption method on internal business processes, and measure its impact on customer retention. This study uses a non-experimental approach with quantitative descriptive and observational retrospective, analyzes drug procurement January-July 2022, and evaluates the ABC VEN method from December 2022 through informant interviews at X Hospital to analyze internal business processes and retention of customers using the Balanced Scorecard approach. The number of samples used was 175 samples. The analysis of validation and reliability tests showed that most of the indicators on the satisfaction aspect were in the high category, while overall patient satisfaction was in the sufficient category. The indicators on the assurance and tangible dimensions are included in the sufficient category, showing attention to the availability of drugs and seating facilities to increase customer retention. The application of the ABC VEN Method at X Hospital from August to December 2022 has a higher realization rate (87%) than the Consumption Method (66%), with a direct procurement efficiency of 57% or IDR 64,816,401. Despite payment constraints, related parties consider implementing the ABC VEN Method more effective and can improve internal business performance and customer retention. Keywords: X Hospital, ABC VEN Method, Pharmacy Services

Kualitas Pelayanan Pendidikan di TK Aisyiyah Kota Sukabumi: Strategi Pendekatan Metode Service Quality

This study delves into the satisfaction level of parents regarding the educational services provided by Aisyoyah Kindergarten in Sukabumi City. There are five dimensions of educational services: Tangibles (Physical Evidence), Reliability, Responsiveness, Assurance, and Empathy. The research addresses two main questions: (1) To what extent are parents satisfied with the educational services at Aisyoyah Kindergarten in Sukabumi City? (2) How does Aisyoyah Kindergarten in Sukabumi City enhance strategies to satisfy parents regarding educational services? This is a descriptive study employing a quantitative approach. The research subjects include parents of students from classes A and B at Aisyoyah Kindergarten in Sukabumi City, with a sample size of 36 from a total population of 61 students. Data collection techniques encompassed questionnaires, documentation, and interviews. Based on the research findings, it can be concluded that the satisfaction level of parents concerning educational services, covering the dimensions of Tangibles or Physical Evidence, Reliability, and Assurance, at Aisyoyah Kindergarten in Sukabumi City stands at 75%, falling under the category of "Satisfied." The data analysis technique used is service quality, which determines the value of the gap between perception and performance and ranks the gap value. Highest to lowest, and a Cartesius diagram. Aisyiyah Kindergarten in Sukabumi City aims to enhance the quality of educational services and elevate parental satisfaction by (a) improving the school's human resources, including educators and education personnel supporting the School Principal in advancing school quality, (b) providing adequate school facilities and infrastructure, especially in the realm of teaching and learning activities, (c) enhancing the professionalism of teachers within the school, (d) conducting specialized development activities for high-achieving students, (e) establishing standards for academic achievement to attain educational quality, and (f) managing school funds.

Quality Assessment of the Information Technology (IT) Unit Services in Three Selected Hospitals in Isfahan City Using the Unweighted SERVPERF Model

Introduction: Considering the crucial role of IT unit in maintaining, preserving, and enhancing information systems and providing timely information to various individuals, the services provided by this unit must be of high quality. In this regard, the present study aimed to evaluate the quality of services provided by the Information Technology unit in three selected hospitals in Isfahan city using the SERVPERF model. Method: This is a quantitative and applied study . The statistical population consisted of all the employees who received service from the information technology unit in the educational hospitals of Isfahan city. The sample size was 351 people based on the Morgan ’s table. The service quality of the information technology unit in the studied hospitals was investigated using the standard questionnaire of the SERVPERF model (non -weighted) in five areas. Results: The average of service quality of the information technology unit was 3.23, which had a statistically significant difference with the average value of 3 (P<0.05). The highest average is related to reliability (3.28) and responsiveness (3.25), respectively. The lowest average is related to the physical and tangible dimensions (3.14 ). Conclusion: The results show a negative gap in the service quality of information technology units in hospitals. To improve the quality of services in the dimensions of empathy, responsiveness, satisfaction, humility, goodwill, and information updates, regular training classes should be held for the employees of the information technology unit.

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PASIEN PADA KELAS VIP, 1, 2, DAN 3 (STUDI PADA RSU PKU MUHAMMADIYAH GAMPING YOGYAKARTA)

This thesis examines the influence of service quality and price to patient satisfaction at the class VIP, 1, 2, and 3 in RSU PKU Muhammadiyah Unit 2 Gamping Yogyakarta. The issues examined are: there is influence of service quality and price to patient satisfaction simultaneously at class VIP, 1, 2 and class 3 in RSU PKU Muhammadiyah Unit 2 Gamping, there is influence of service quality dimensions to patient satisfaction individually at class VIP, 1, 2 and class 3 in RSU PKU Muhammadiyah Unit 2 Gamping, and there is influence of service prices on patient satisfaction individually at class VIP, 1, 2 and VIP 3 in RSU PKU Muhammadiyah Unit 2 Gamping.
 This research is quantitative with the cross sectional study such as data collected only once. Data collected using questionnaires. Questionnaires carried out on 160 RSU PKU Muhammadiyah Unit 2 Gamping patients who are derived from the class VIP, class 1, 2, and class 3. Respondents determined by using convenience sampling who have stayed at PU Muhammadiyah Hospital Unit 2 Gamping at least 1 day.
 From the study, it is found that there is significant effect of service quality and price simultaneously on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping. It is known from the results of the F test which is getting significant results for all classes at µ (0,05). This means that hypothesis 1 proved (There is the influence of service quality and cost simultaneously on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping). There is significant influence of dimensions of service quality individually to patient satisfaction at class VIP, 1 , 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping. It is known from the results of the F test which is getting significant results for all classes at µ (0,05). This means that hypothesis 2 proved (There is the influence of the dimensions of service quality individually on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping). In this case dimension that has a significant influence on the VIP is tangibles dimension, responsiveness and empathy (the most dominant is empathy). Dimensions that have a significant influence on the class 1 is responsiveness dimension and empathy (the most dominant is empathy). Dimensions that have a significant influence on the class 2 is all dimensions (the most dominant is reliability). Dimensions that have a significant influence on the class 3 is assurance dimension (the most dominant is assurance).
 There is significant influence of price to patient satisfaction individually at class VIP, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping, except in patients class 1. It is known from the t test at µ (0,05).

PRODEC for human systems integration of increasingly autonomous systems

AbstractThe purpose of the PRODEC scenario‐based design method is the incremental cross‐fertilization and refinement of procedural scenarios and declarative configurations. It uses virtual prototypes of the developed systems (mainly life‐critical systems) to conduct human‐in‐the‐loop simulations (HITLSs). Based on human systems integration (HSI) principles and criteria, as well as expertise and experience in the domain at stake, this HSI approach grounded in virtual environments requires a clear definition of physical and cognitive tangibility metrics to assess the distance between virtual and tangible (grasp) dimensions of the system being developed when it is put to work. PRODEC considers human and machine systems described in terms of structures and functions incrementally designed using procedural scenarios (i.e., stories) in task and activity networks, which provide life to declarative configurations (i.e., system's functions and structures). This active modeling and simulation process enables the discovery of emergent structures and functions of the system being developed when it is virtually operated. PRODEC's use is illustrated in an example. We discuss the use of PRODEC and its results as to how they can be used with digital twins.

User-generated Contents(UGC)를 이용한 지각된 서비스품질 측정과 온라인 구전이 지각된 소비자 품질 불확실성에 미치는 영향에 관한 연구

This study aimed to measure perceived service quality by analyzing consumer reviews posted on online review platforms. The proposed Perceived Service Quality Index (PSQI) was validated by examining whether its five dimensions could explain overall satisfaction, a non-financial performance indicator for customers. The findings showed that the PSQI was partially valid, with four out of five dimensions significantly explaining the average rating, a proxy for overall satisfaction. To demonstrate the applicability of the PSQI, this study also investigated the impact of electronic word-of-mouth (eWOM) on consumers' uncertainty in perceived service quality using longitudinal PSQI data. The findings indicate curvilinear relationships between eWOM and consumers' uncertainty in the dimensions of assurance, tangibility, and food. Specifically, insufficient information in the eWOM environment may increase uncertainty in these service quality dimensions, while exceeding a certain level of eWOM may decrease uncertainty. Therefore, this study suggests that restaurant managers should continuously monitor and manage the information level distributed through online review platforms to reduce consumer uncertainty in the purchasing decision-making process.

PROFILE OF CUSTOMER SATISFACTION LEVEL WITH SELF-MEDICATION SERVICES AT PADANG GUCI 2 PHARMACY, BENGKULU CITY

Self-medication (swamedication) is effort to use or obtain drug without diagnosis , doctor's advice , prescription , supervision therapy or use drug For treat self Alone without consultation with health workers . Self-medication usually done to treat complaints about minor illnesses that people often experience, such as pain, dizziness, cough, fever, etc. If self-medication is done correctly, it can help improve the patient's health. However, on the other hand, if self-medication is done incorrectly, new diseases will arise. The aim of this research is to obtain information about the level of patient satisfaction regarding self-medication services at the Padang Guci 2 pharmacy, Bengkulu City .This research is descriptive research with a quantitative approach. Data and information were collected from respondents using a questionnaire. The sample obtained was 100 respondents. Data analysis used univariate analysis. The results of the research show that the level of patient satisfaction regarding pharmaceutical services in Padang Guci 2 is that in the reliability dimension, the average score was 97% with a statement of very satisfied, in the responsiveness dimension , the average score was 97% with the statement very satisfied, in the assurance dimension , the score was obtained. an average of 95% with very satisfied information, in the empathy dimension an average score of 95% was obtained with very satisfied information and in the tangible dimension an average value of 95% was obtained with very satisfied information. The average results of the 5 dimensions are 95.8% which shows that level satisfaction customers at the Padang Guci2 Pharmacy get results very satisfied.

Impact of customer satisfaction and service quality on membership renewal: A study on Malaysian credit card holders

With the aim of finding out the antecedents of credit card renewal among the customers of the private banks in Malaysia. This study is specifically targeted to sort out the impact of five mostly practiced dimensions of service quality and customer satisfaction on credit card renewals. With a deductive approach, 384 observations as primary data were collected through an online survey by utilizing a self-administered, fully structured questionnaire, and the data has been analyzed with the help of SPSS and SmartPLS. There is a well-rounded and productive connection between the satisfaction of the customer and the tangible dimension. The link between customer satisfaction and empathy shows a positive connection and relationship between variables, for example, empathy and customer satisfaction. A significant relationship between satisfaction and renewal of credit card membership has been observed when independent variables are service quality, empathy, reliability, tangible assurance, and responsiveness. The area and premises of customer satisfaction are extremely diverse, and even when much research could be done, all the aspects of psychology, sociology, or behaviors have been covered and are beneficial for both authors and practitioners. Limitations can be highlighted as the gaps, restraints, and occurrences that could emerge while doing the research work, and they partially affect the end result and outcomes of the research.

Kualitas Pelayanan Publik dalam Pembuatan E-KTP di Kecamatan Cimahi Selatan

This study aims to determine and analyze the quality of public services in making E-KTP at the South Cimahi District Office. The method in this study uses a type of quantitative approach method. This study uses informants, namely the public who are given services and employees who provide services. The results of this study concluded that public implementation in the South Cimahi sub-district had inhibiting factors, namely the lack of infrastructure and human resources. There is an empathy dimension with indicators of friendly manners, respect for what has been implemented, non-discrimination and prioritizing the interests of service users, but there are indicators regarding the unfriendliness of service employees who have not realized what the community expects in serving the community. The assurance dimension with indicators of certainty and timely guarantees has been realized what the community wants. This is proven by the absence of public complaints regarding indicators on the assurance dimension. The responsiveness dimension with indicators that are timely, precise, fast, responds to complaints and is thorough has been implemented. This is evidenced by the absence of complaints from the public about indicators on the responsiveness dimension. The reliability dimension has indicators of expertise, clear service standards, accuracy and ability that have been implemented, but the indicators of employee expertise in using assistive devices for services have not gone according to the expectations of service users. The tangible dimension has been implemented with indicators of the use of convenience aids, appearance and convenience, but there are indicators that have not been fully implemented regarding the convenience of service places.