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This research is motivated by the importance of improving the quality of passport making services at the Pontianak City Immigration Office which still faces obstacles such as complicated procedures, limited quotas, lack of officer direction, and mismatches in passport collection schedules that cause public dissatisfaction. This research aims to classify the level of satisfaction of passport making services using the Naïve Bayes algorithm, measure classification accuracy, and develop a website-based system that helps evaluate and improve service quality effectively and efficiently. The method used is a quantitative approach with data collection through questionnaires, interviews, and direct observation of 205 respondents, then the data is processed using the Naïve Bayes algorithm which assumes independence between variables to classify satisfaction levels based on variables such as officer friendliness, officer ability, ease of procedure, and timeliness of service. The main findings show that the Naïve Bayes algorithm is able to classify satisfaction levels with 73% accuracy, 76% precision, 70% recall, and 73% F1-score, signaling the effectiveness of this method in identifying community satisfaction patterns. However, the results also indicate the need for improvement in user interface aspects and system responsiveness so that the system can be widely accepted and provide optimal benefits. The implication of this research is that the application of Naïve Bayes-based data mining methods can be an effective tool in evaluation and decision-making to improve the quality of public services, especially in the field of passport making, and encourage the development of interactive and empirical data-based public service information systems.

The Influence of Service Quality, Customer Experience Management and Trust on User Satisfaction of KM. Makassar C2 in Samarinda under the guidance of Mr. Dr. M. Zaini, M.Si. This study aims to test and analyze whether there is a significant influence of service quality, customer experience management, and trust on user satisfaction of KM Makassar C2 services in Samarinda. This study uses a quantitative research method with sample determination using the lemeshow formula. The population used is KM Makassar C2 Service Users in Samarinda. The data collection technique in this study used a questionnaire with a total of 96 respondents from KM Makassar C2 service users. The analysis tool used is multiple linear regression analysis. Based on the results of the study, it is known that partially service quality and customer experience management have a significant effect on user satisfaction, then trust does not have a significant effect on user satisfaction. However, the results of simultaneous testing show that service quality, customer experience management and trust have a significant effect on user satisfaction of KM Makassar C2 services in Samarinda.

The quality of accounting information is a crucial factor in decision making in the public sector, including in Regional Government Organizations (OPD). Quality accounting information must be relevant, accurate, reliable, and timely. However, in its implementation, there are still obstacles in producing accounting information that is not optimal, such as the lack of utilization of information technology, low expertise and intensity of use of accounting information systems, and the level of user satisfaction that is not yet optimal. The purpose of this study is to empirically prove information technology, user expertise, user intensity, ease of use and user satisfaction with the quality of accounting information at the Regional Government Organization Office of Badung Regency. The determination of the number of samples used purposive sampling and obtained a sample of 140 respondents. The data analysis technique used is Multiple Linear Regression. The results of this study indicate that information technology, user expertise, user intensity, ease of use and user satisfaction affect the quality of accounting information. The theoretical implications of this study indicate that the results of this study can support Tam's theory. On the other hand, the practical implications of this study can be used as a consideration for local governments in decision making.    

The problem of accessibility and efficiency of book search is still a major challenge in school libraries, especially those that still rely on manual systems. This study aims to implement and test the effectiveness of an information retrieval system (IRS) based on the Dice Similarity method in the SMA Negeri 1 Siantan Library, West Kalimantan. The research method used is experimental descriptive quantitative, with data collection through observation, interviews, and documentation, as well as system testing on collection data and library user activities. The system was developed using the Laravel framework and MySQL database, and evaluated using precision and recall metrics. The results showed that the system has a Precision value of 100% and a variable Recall value, with the highest value of 66.66% and the lowest of 14.28%. The implementation of this system significantly speeds up the search process, minimizes recording errors, and increases user satisfaction. The findings recommend the adoption of Dice Similarity-based IRS as an applicable solution for school libraries in supporting literacy and easy access to information. The findings are expected to be a reference for the development of library information systems in educational environments with limited resources.

Digital transformation in the payment system in Indonesia is experiencing rapid development, especially with the presence of the Quick Response Code Indonesian Standard (QRIS) which facilitates digital transactions in various sectors. One of the most popular digital wallet platforms and widely used by students is GoPay. This study aims to analyze the influence of the perception of benefits and ease of use of QRIS on GoPay usage decisions, with user satisfaction as an intervening or mediation variable. The research was conducted on students from private universities in Malang City using a quantitative approach with an explanatory design. A total of 73 respondents were selected using a simple random sampling technique and the data were analyzed using the Partial Least Square, method using the Technology Acceptance Model (TAM) theoretical framework as a theoretical foundation. The results of the analysis show that the ease of use of QRIS significantly affects students' decisions to use GoPay. This is indicated by a t-statistical value that exceeds the significance threshold of 1.96. However, the perception of benefits has not been shown to have a significant influence on usage decisions. In addition, the results of the mediation test showed that user satisfaction played a significant role as a mediator in the relationship between ease of use and GoPay usage decisions. In contrast, user satisfaction does not mediate the relationship between benefit perception and usage decisions. The implications of these findings emphasize the importance of developing a simple and intuitive user interface and user experience. Digital payment app developers are advised to focus on improving the usability aspect in order to encourage loyalty and repeat decisions from young users. This research makes an important contribution to the literature on the adoption of digital technology and the behavior of younger generation users in the era of digital transformation.

Population administration services in each sub-district are a form of public service carried out by the Government in terms of serving the population administration needs of the local community. The problem in this study is to find the effect of service quality and employee professionalism on the satisfaction of the community using e-KTP services in Tunjungan sub-district, Blora Regency, while the objectives to be achieved are to find out and analyze the effect of service quality and employee professionalism on the satisfaction of the community using e-KTP services in Tunjungan sub-district, Blora Regency, then the population in this study was the community of Tunjungan sub-district as many as 45 people who were selected using accidental sampling techniques (based on coincidence) which were considered appropriate for the type of research while the sample was selected by purposive sampling (based on special characteristics) of the community who came to the Tunjungan sub-district office and had applied for e-KTP services. The results of the analysis concluded that there is a significant influence between Service Quality and Employee Professionalism on the satisfaction of the community of Users of e-KTP Making Services in Tunjungan District, Blora Regency, this is based on the results of the Determination Coefficient analysis where the calculation results were 63.5%, this is based on the existing interval, namely at the interval 60.00 -79.99% influential, while 36.5% of the satisfaction of the Community of Users of e-KTP Making Services is influenced by other factors such as Sub-district Leadership, Organizational Culture, Work Environment, Work Facilities, etc.

One of the main elements affecting patron happiness, particularly in educational settings, is the caliber of library services. For students, the library serves as an essential information source. The expectations of users and the actual services offered, however, frequently diverge. Prior research has demonstrated that high-quality services can boost students' enthusiasm for reading and their contentment with library resources. This study's methodology is quantitative and survey-based. The author selected 57 individuals from the population, all of whom were library patrons. Data collecting methods, including questionnaires and documentation, were employed to get the information required for this investigation. The data analysis's findings demonstrated that the library offered its patrons quite good services. The majority of respondents (22, or 38.6%) selected "Satisfied," indicating that they were happy with the facilities and services offered, particularly with regard to staff services and book collections. The lowest, "Not Satisfied," was reported by as many as two individuals, or 3.5%.

Using End User Computing Satisfaction (EUCS) and User Centered Design (UCD) methods, this study investigated user satisfaction with QGIS and CarryMap.  The research objective was to deploy elements such as content, accuracy, ease of use, and timeliness.  A survey of students and teachers showed that users were more satisfied with the latest versions of both applications.  The findings show that the user interface and functionality have evolved, which indicates the direction of future development of mapping applications.

This research presents a personalized, context-aware recommender system to suggest Places of Interest (POIs) using a hybrid approach combining Bayesian inference and collaborative filtering. The system explicitly addresses the cold-start problem that new users face and improves recommendation accuracy by considering contextual variables such as user mood, budget, companion, and location. The system collects real-time contextual inputs for new users with no historical data and applies Bayesian inference to generate relevant POI suggestions. As users begin to interact and provide ratings, the system progressively shifts to a collaborative filtering mechanism, leveraging cosine similarity to identify similar users within comparable contexts. The recommender system focuses on three categories of POIs: restaurants, hotels, and landmarks. These locations are retrieved through the Google Maps API, and only mapped locations are considered. The system was implemented on Android devices and evaluated through a user study involving 25 participants from diverse backgrounds, including software developers, IT students, and general users. Evaluation metrics such as normalized Discounted Cumulative Gain (nDCG) and classification accuracy were used to assess recommendation quality. Results demonstrate that the system performs better than traditional methods, with nDCG improvements reaching up to 83 percent. Users reported high satisfaction regarding the recommendations' accuracy, ease of use, and contextual relevance. While the system offers significant improvements, it also has certain limitations. Its dependency on Google Maps data may restrict its scope, and using only four contextual factors limits the system’s adaptability to more complex user preferences. Future enhancements could include additional dynamic contexts such as weather, POI popularity, and time-related trends, as well as integrating more advanced models to increase personalization and flexibility in real-world applications.

This study aims to analyze and explore more deeply the concept of electronic word of mouth (eWOM) by examining the role of electronic service quality, with trust as an exogenous variable and electronic satisfaction as a mediating variable. The phenomenon of consumer behavior in the context of e-commerce continues to grow in line with the rapid increase in internet users. In Indonesia, internet users are projected to reach 72.8 million people, making the country the third-largest in internet penetration among ASEAN nations. This surge in internet usage has significantly influenced online shopping behavior, especially among digital-savvy consumers. However, this trend contrasts sharply with the declining performance of offline retail, as shopping centers are witnessing a drop in consumer visits. This decline is largely driven by three major factors: (1) shifting consumer preferences, (2) decreasing employment in physical retail sectors, and (3) a rapid rise in the number of online stores.The research utilizes primary data, collected from respondents who have made online purchases from two major marketplaces in Indonesia—Tokopedia and Lazada. The data were analyzed using the Smart PLS software to test the relationships between the variables. The results indicate that electronic service quality has a positive and significant effect on eWOM when mediated by trust. However, the direct effects of service quality and satisfaction on eWOM were found to be statistically insignificant. The findings suggest that building customer trust through enhanced service quality is a strategic priority for e-commerce platforms aiming to encourage consumers to share positive online recommendations.

Integrated public services in a one-stop service system, such as the one implemented at the Mal Pelayanan Publik (MPP) Badung, serve as an answer to the public's demand for efficient, fast, and transparent bureaucracy. However, in its implementation, MPP still faces various strategic challenges, such as fragmentation between agencies, limited human resources, and suboptimal digital system integration that supports cross-sector services. This study aims to analyze adaptive and collaborative managerial strategies to address these challenges and explore digital innovation opportunities to improve service quality. By using a literature review method from various journals, policy reports, and supporting documents, this study shows that the success of the one-stop service system greatly depends on visionary leadership, synergy between agencies, and adequate technological support. The discussion concludes that flexible, responsive managerial strategies that emphasize cross-agency collaboration can enhance efficiency and user satisfaction. Therefore, updating digital systems, involving the community, and improving human resource capacity are crucial steps in realizing modern and sustainable public services. Another key factor for success is the adoption of innovative digital technologies. By investing in digital infrastructure, MPP can automate many of its processes, reducing paperwork, speeding up response times, and ensuring better coordination between departments. The development of user-friendly platforms and mobile applications will also allow citizens to access services more easily, improving their satisfaction. Additionally, involving the community in the decision-making process through feedback and engagement mechanisms can help identify areas for improvement and tailor services to better meet the public's needs. To ensure long-term success, continuous capacity building for human resources is essential. Well-trained staff, equipped with the skills and knowledge to operate advanced systems, will be able to provide higher-quality services.

Traffic congestion and limited parking spaces in the tourist area of Jalan Braga, Bandung City, have become significant issues that require innovative solutions. This study aims to design and implement a Smart Parking System using Internet of Things (IoT) technology and a mobile application to enhance efficiency, transparency, and convenience in parking management. The system is designed to detect real-time parking availability using ultrasonic sensors integrated with microcontrollers, and deliver this information to users through an Android-based application. Additionally, the system features parking slot reservation, digital payment, and parking data management for operators. Test results show that the system can reduce the time needed to find parking by up to 40% and increase user satisfaction. The implementation of the Smart Parking System in Jalan Braga is expected to support smarter and more environmentally friendly urban mobility in Bandung City.

The quality of National Health Insurance (NHI) services is one of the important aspects of the health system in Indonesia. So that in an effort to improve the quality of health services, every health service facility is required to improve the quality of health services both internally and externally and continuously and sustainably. The purpose of this study is to determine the quality of service to the satisfaction of national health insurance (NHI) users. The method in this article uses a literature study, namely a method of collecting data by understanding and studying theories from various literatures related to a study that is being conducted. There are four stages of making a literature study in research, namely preparing the necessary literature sources, managing literature, organizing time and reading or recording research materials and by compiling articles. The results of this study show that the quality of service to the satisfaction of National Health Insurance (NHI) users is very important because it has a direct impact on the quality of life of the community with the quality of service, service waiting time, ease of access, affordable costs, good communication, availability of facilities, ability to overcome problems and satisfaction with the service process. It can be concluded that the quality of health services is very important because it has a direct impact on the quality of life of the community and patient safety. Good service quality can increase the satisfaction of NHI users and improve the quality of life of the community. For the government, it is necessary to improve evaluation and monitoring. Improve evaluation and monitoring of the quality of NHI services. Improve accessibility of information on NHI evaluation and monitoring.

Transformasi digital di sektor publik telah menjadi prioritas strategis bagi pemerintah Indonesia untuk meningkatkan kualitas pelayanan publik. Sistem Informasi Terintegrasi (IIS) diterapkan untuk menyederhanakan proses administrasi, mempercepat aliran informasi, dan meminimalkan redundansi data antar instansi pemerintah. Namun, kualitas layanan yang diberikan oleh sistem ini tidak selalu memenuhi ekspektasi pengguna, yang berpotensi memengaruhi kepuasan dan loyalitas pengguna. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan IIS terhadap kepuasan pengguna, menilai dampak kepuasan terhadap loyalitas pengguna, serta mengidentifikasi dimensi kualitas layanan yang paling signifikan dalam memengaruhi hasil tersebut. Penelitian ini menggunakan pendekatan mixed methods dengan desain explanatory sequential (QUAN→qual). Data kuantitatif dikumpulkan melalui survei terstruktur berbasis skala Likert dari 60 responden, termasuk pegawai pemerintah yang terlibat dalam operasional sistem di berbagai instansi. Analisis data dilakukan menggunakan PLS-SEM untuk mengevaluasi validitas pengukuran dan menguji hubungan struktural, termasuk kepuasan sebagai variabel mediasi. Data kualitatif diperoleh melalui wawancara mendalam dengan informan kunci untuk mengkontekstualisasikan temuan kuantitatif dan menggali pengalaman pengguna secara detail. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh signifikan terhadap kepuasan pengguna, dengan keandalan, kemudahan penggunaan, keamanan, dan interoperabilitas menjadi dimensi paling penting. Peningkatan kepuasan selanjutnya memperkuat loyalitas pengguna, baik dalam hal penggunaan sistem berulang maupun rekomendasi kepada rekan kerja. Penelitian ini memberikan kontribusi teoretis dengan memperluas penerapan model SERVQUAL dan DeLone & McLean pada sistem informasi publik terintegrasi. Secara praktis, penelitian ini memberikan rekomendasi berbasis bukti bagi pembuat kebijakan dan pengelola sistem untuk meningkatkan kualitas layanan dan pengalaman pengguna, sehingga adopsi IIS di instansi pemerintah menjadi lebih efektif, responsif, dan berkelanjutan.

The JKN mobile application in Semarang City in 2021 has been used by 228,965 people, while it is not comparable to BPJS Health participants, which amounted to 2,664,532 people and if it is percented, only 11% of JKN mobile users. The purpose of this study was to determine the effect of JKN mobile service quality on user satisfaction. This research was conducted using a quantitative cross-sectional design. The sample size was calculated using the Lameshow formula and the results obtained were 385 respondents with the inclusion criteria of JKN mobile users at the Semarang State University Service Center. This research was conducted from September to December 2024. The results showed that the core scale of service quality that has an influence on user satisfaction is efficiency (p value 0.000) and reliability (p value 0.005). The core scale of service quality that has no influence on satisfaction is fulfillment (p value 0.068) and confidentiality (p value 0.404).

GoSend as an instant delivery service from Gojek plays an important role in meeting the demand for fast and reliable delivery. However, there are still challenges in terms of service quality, customer satisfaction, and competitiveness in the digital logistics industry. This study analyzes GoSend's electronic service quality attributes using the Kano Model to identify the factors that most influence customer satisfaction. The quantitative method is applied through a survey of 206 GoSend users in Semarang, with the integration of E-Servqual indicators and Kano Model attributes. The results of the study show that most service attributes fall into the "Indifferent" category, meaning they do not have a significant effect on customer satisfaction. However, attributes such as transaction data security and item conditions fall into the "One-Dimensional" category, so improvements in these aspects can increase customer satisfaction. The analysis of the Extent of Satisfaction (EOS) and Extent of Dissatisfaction (EOD) shows that responsiveness to complaints and service personalization still need to be improved. Based on these findings, strategic recommendations that can be given are increasing customer service responsiveness, optimizing compensation policies, and strengthening security systems to increase customer trust. The integration of the Kano Model with E-Servqual provides a comprehensive evaluation of the quality of digital logistics services while also being a guide for GoSend in increasing customer satisfaction and loyalty amidst increasingly fierce competition.

The rapid evolution of digital technology has significantly impacted various sports, including niche ones like petanque. This study explores the perceived benefits and barriers of using an Android-based application for scoring and statistics management in petanque, a sport gaining popularity in Indonesia. Traditionally, performance assessment in petanque relied on manual, paper-based methods, prone to inaccuracies and inefficiencies. An Android app, Petanque Match Statistics, was developed to address these challenges, offering real-time data accuracy, improved workflow, and enhanced performance analysis. This study employed a quantitative approach, surveying 50 participants (35 players and 15 coaches) in Surabaya, Indonesia, to assess their impressions of the app's usability, accuracy, efficiency, and overall satisfaction. Results indicated high ratings across all parameters, with no significant differences between players and coaches. The app was commended for its intuitive design, reliability, and time-saving efficiency. Findings highlight the potential of digital solutions to modernise petanque match administration, enhance strategic decision-making, and improve the user experience. The study underscores the importance of user-centred design in facilitating the adoption of digital advancements in sports, offering valuable insights for future developments in petanque and other emerging sports.

Good governance for hospitals is the first step that can be taken to be able to follow the rules that change and will always change. Patients as health service users that after the patient uses the services of the hospital, the patient will compare the quality of service expected by the patient with what they actually receive. The purpose of this study is to determine the influence of good governance and hospital service quality on patient satisfaction at HVA Toeloengredjo Pare Kediri Hospital. This study is a quantitative research with data analysis using multiple linear regression. The number of samples used was 32 patients. The results of the study showed that good governance had an effect on patient satisfaction by data analysis obtained a significant value of 0.000 < 0.05 and tcal>ttable, H0 was rejected and H1 was accepted, which means that good governance has a positive and significant influence on patient satisfaction. While the significant value is 0.019 < 0.05 and the tcal>ttable, H0 is rejected and H2 is accepted, which means that the quality of service has a positive and significant influence on patient satisfaction. From the results of data processing, it is known that the significant value is 0.000 < 0.05 and the tcal>ttable, H0 is rejected and H1 is accepted, which means that good governance and service quality have a positive and significant influence on patient satisfaction at HVA Toeloengredjo Pare Kediri Hospital.    

This study aims to classify the level of satisfaction of Dasawisma cadres with the Carik application in West Semper Village by utilizing the Naive Bayes method. Data was obtained through questionnaires, which were compiled based on three main aspects: ease of use, speed of access, and the usefulness of applications in supporting cadre tasks. After the data is collected, a pre-processing and labeling process is carried out, where the level of satisfaction of respondents is categorized into two classes, namely "satisfied" and "dissatisfied". The Naive Bayes algorithm is applied to predict satisfaction classes based on questionnaire answers. The results of the analysis show that the Naive Bayes method is able to perform classification with sufficient accuracy, so that it can be used as an evaluation tool and decision support in the development of the carik application. This method can also help the management understand user perceptions and improve the system based on objective and routine data in line with the needs of field cadres.

This abstract explores the role of artificial intelligence (AI) in enhancing consumer satisfaction in Sichuan's online customer experience and service efficiency. With the rapid growth of e-commerce, understanding consumer preferences and behaviors has become crucial. AI technologies like chatbots, predictive analytics, and personalized recommendations are integrated into online platforms to streamline service delivery and improve user interactions. By leveraging data-driven insights, businesses can tailor their offerings to meet the specific needs of consumers, thereby increasing satisfaction levels. Furthermore, AI facilitates faster response times and more efficient problem resolution, leading to a seamless shopping experience. This study was conducted through an online questionnaire distributed to 380 Sichuan participants to measure their optimization and service efficiency satisfaction. The findings underscore that technical infrastructure, user acceptance and engagement, and service quality positively correlate with consumer satisfaction in AI experience improvement.