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This study examines passenger service procedures on the KM Gunung Dempo at PT PELNI's Sorong Branch, specifically related to the efficiency of the embarkation and disembarkation processes. This study was motivated by operational constraints such as long queues, limited terminal facilities, and low staff productivity. Using a qualitative descriptive method with a quantitative approach, data was collected through observation, interviews, and documentation. Analysis was conducted by calculating time efficiency and service productivity. The results revealed a time efficiency level of 66.7% (categorized as inefficient), where the actual time reached 180 minutes from the standard of 120 minutes. In addition, staff productivity was only 0.73 passengers/minute, still below the ideal standard (≥ 1 passenger/minute). The main inhibiting factors include a lack of personnel, a manual ticket verification system, minimal terminal facilities, and weak inter-agency coordination.

This study aims to examine the implementation of bureaucratic reform at the Immigration Document Section of Ngurah Rai Immigration Office, focusing on digital transformation through the M-Paspor application to realise a dynamic immigration management system. The research employed qualitative analysis to evaluate service efficiency, transparency, accountability, and staff capacity in the context of digital innovation aligned with Dynamic Governance principles. The findings reveal that digitalisation has significantly enhanced service efficiency through automated procedures, reduced physical queues, and improved transparency, whilst facilitating a shift from manual tasks to core verification and problem-solving activities, though challenges persist regarding human resources capacity and organisational culture, as staff exhibit rule-bound mindsets and defensive communication styles when addressing service delays, thereby undermining public trust and satisfaction. The study concludes that technology alone is insufficient to achieve truly responsive and citizen-centric services, as institutional culture and personnel mindset require continuous strengthening through soft skills training, ethical enforcement, and cultivation of service-oriented, empathetic work culture. Holistic reform approaches that combine technological innovation with human resource development and cultural change are essential for building effective, adaptive, and transparent immigration management systems. The integration of digital systems complemented by professional human resources can foster seamless, efficient, and trustworthy immigration services aligned with good governance principles, whilst sustainable improvements depend on balancing technological advances with organisational culture development and staff professionalism.

This study provides a comprehensive analysis of the performance of the Travel Document Section at Tanjung Perak Immigration Office within the framework of Public Administration. Employing a qualitative, case-study approach, the research investigates the efficiency, effectiveness, and quality of immigration services, emphasising the application of New Public Management (NPM) principles and Good Governance practices. The findings reveal that while technological innovations such as digital systems (M-Passport and SIMKIM) have successfully improved operational efficiency and reduced physical queues, challenges persist regarding procedural transparency, accountability, and system reliability. Human errors and inconsistent discretion in handling complex documents highlight the need for enhanced capacity building and resource allocation. Moreover, issues of bureaucratic transparency and integrity undermine public trust, underscoring the importance of strengthening internal controls and communication strategies. The study also underscores that service quality is multidimensional, encompassing physical facilities, interpersonal professionalism, and procedural clarity, all of which influence public satisfaction. Despite improvements, the gap between technological efficiency and service effectiveness suggests that further efforts are needed to integrate digital innovations with robust procedural protocols. The research concludes that sustainable performance improvement requires a balanced focus on technological, human, and systemic factors, fostering a culture of transparency, accountability, and continuous development. These insights offer valuable policy recommendations to enhance the robustness and responsiveness of immigration services, ultimately strengthening the legitimacy and trust of government institutions in delivering public services.

This study examines the implementation of digital health services via the Mobile JKN application at the Payung Sekaki Community Health Center in Pekanbaru City and explores factors affecting service effectiveness, especially complaints about long waiting times. Using a descriptive qualitative approach based on the Mobile Health Acceptance Model by Handayani et al. (2021), the study focuses on five constructs: ease of use, system availability, system responsiveness, health workers’ digital skills, and user trust. The results show that Mobile JKN has significantly simplified administrative processes, accelerated registration, and improved service efficiency at the health center. Effectiveness is supported by factors such as the application’s general ease of use, faster queue data processing, and adequate digital skills among staff. Users also show a high level of trust, though queue time estimation still needs improvement. Despite these benefits, complaints about long waits persist due to patients who register online but still queue manually and misunderstandings between Mobile JKN and e-Puskesmas queue numbers. Late patient arrivals also contribute to delays. Overall, Mobile JKN proves effective in enhancing digital health services, but further optimization is needed through better socialization of service procedures, accurate queue information, and improved system integration to maximize the advantages of digitalization.

The area of Pasir Putih beach is a recreational place for the people in Lampung province. Visitors to Pasir Putih Beach who bring vehicles can cause conflicts of delay that may lead to long queues on the Trans Sumatra Highway. This research aims to determine the performance of the Trans Sumatra road concerning the influence of the Pasir Putih Beach tour ist attraction using an unsignalized deviation approach caused by the impact of vehicle activities entering and leaving teh Pasir Putih Beach tourist spot.This is analyzed through road capacity regarding the degree of sautration (DS) and delay time (D) values of vehicles causes by the activities of vehicles entering and exiting at the Pasir Putih Beach tourist attraction. The results of the survey conducted in the field and the analysis of calculations obtained a saturation degree value on regular days of 0,59 and delay time value of 11,34 seconds/smp.

This study aims to determine and analyze the Quality of Public Services in Making Birth Certificates at the Population and Civil Registration Office of Gorontalo City. Viewed from the aspects: (1) Tangible (Physical Evidence), (2) Reliability (Reliability), (3) Responsiveness (Responsiveness), (4) Assurance (Guarantee), (5) Empathy (Empathy). This research method uses a Qualitative Approach with a Descriptive type. Data collection techniques used in this study are observation, interviews, and documentation. The results of the study indicate that in general the quality of public services in making birth certificates at the Population and Civil Registration Office of Gorontalo City has been running well, although there are still some obstacles. In the Tangible dimension, the infrastructure is adequate but still needs to be updated on technological devices. In the Reliability dimension, the service has followed the established procedures and completion times, although sometimes hampered by system disruptions. The Responsiveness dimension shows that employees are quite responsive in responding to community needs, but need to increase effectiveness when queues are high. In the Assurance dimension, employees are competent and maintain data security, supported by technical training in population administration management. Meanwhile, in the Empathy dimension, employees are friendly and caring, although individual attention to the public is reduced during peak hours.

This study aims to simulate the M/M/1 queueing system using Python through a Modeling and Simulation approach supported by the Discrete-Event Simulation (DES) method. The objective of the research is to analyze key performance indicators of queueing behavior, including arrival time, service time, waiting time, queue length, and server utilization. The methodology employs DES, which models system behavior based on discrete events such as customer arrivals, service initiation, and service completion. The simulation generates stochastic arrival and service times using Poisson and exponential distributions, respectively. The results indicate that the DES-based M/M/1 simulation accurately reflects theoretical queueing behavior, showing increases in waiting times and queue lengths when arrival rates approach service rates, while server utilization corresponds to system load intensity. The findings demonstrate that DES is an effective approach for analyzing queue performance and can be extended to more complex models such as multi-server systems, priority queues, and predictive simulations using artificial intelligence.

The advancement of information technology has had a significant impact across various sectors, including healthcare. The digitalization of healthcare services has become a solution to improve efficiency, effectiveness, and accessibility for the public. Puskesmas Selindung still uses a manual patient registration system, which leads to several issues such as long queues, extended waiting times, and the risk of lost or damaged patient records. Based on visit data, the number of patients coming to Puskesmas Selindung has increased each year. Therefore, a digital queue system is needed to optimize the patient registration process. This research aims to analyze and design an Android-based patient registration queue application to improve service efficiency at Puskesmas Selindung. The research methods include system requirements analysis, user interface design, and the development of core features to support the online patient registration process. The implementation of this application is expected to reduce long queues, speed up administrative processes, and make it easier for patients to access healthcare services more effectively and accurately. With this Android-based system, the quality of healthcare services at Puskesmas Selindung is expected to improve significantly.

The growth in the number of vehicles in Surabaya has led to increased traffic congestion, particularly on the Perak Timur–Perak Barat road section, which serves as a major distribution route to the port and industrial areas. Problems arise at U-Turn points, where vehicle accumulation hampers traffic flow. This study analyzes traffic volume, travel time, queue length, and queue ratio at two U-Turn points on this section. The method used was a field survey with direct observation of vehicle volume every 15 minutes, vehicle classification, and queue length. Traffic volume was calculated using the Passenger Car Equivalent (PCE) factor based on the 1997 MKJI standards. The study results show that at Point 1, east–west direction, the highest queue ratio occurred on Tuesday from 11:00 to 12:00 (p = 4.84), while the lowest was on Sunday from 06:00 to 07:00 (p = 0.21). At Point 2, west–east direction, the highest queue ratio occurred on Tuesday from 08:00 to 09:00 (p = 6.18), and the lowest from 06:00 to 07:00 (p = 0.41). These findings indicate that during peak hours, traffic congestion increases (p > 1), causing long queues, particularly in the west–east direction in the morning. The performance of the U-Turn on the Perak Timur–Perak Barat road section needs improvement, with recommendations such as temporarily closing U-Turns during high volumes, providing alternative U-Turn lanes, and adding signs to minimize the potential for vehicle conflicts.

Digitalization demands the MSME sector, including barbershops, to adopt technology in reservation management and marketing. Many barbershops still use manual systems, causing problems such as irregular queues, service delays, and suboptimal promotions. This study formulates how to design an information system that can integrate reservation and marketing functions into a single web-based platform. The objective is to produce an efficient, secure, and user-friendly information system design for both barbershop managers and customers. The method used is the Design Science Research approach with a waterfall system development model, involving needs analysis, system design, database design, and user interface design. The design results were validated by experts and users with a satisfaction rate of over 85%, indicating that the designed system aligns with the operational needs of barbershops. The conclusion is that the developed information system can enhance operational efficiency and customer experience, and is suitable for implementation in the barbershop service sector of SMEs.

This research aims to thoroughly examine the implementation of the Batam-Seaport Information Management Sistem (B-SIMS) for the payment of berthing and mooring services carried out by PT. Div Samudera Abadi at Batam Port. The background of the problem includes the government's post-COVID-19 pandemic drive to accelerate the digital transformation of public services, particularly in ports, to enhance efficiency and transparency. The B-SIMS system, developed by the internal team of the Directorate of the Port Business Entity (BUP) of BP Batam, is designed as a digital solution to replace the previously manual, queue-based process for berthing and mooring fee payments. As a ship agent, PT. Div Samudera Abadi is responsible for reporting all ship activities, managing necessary documents, and settling port service payments. The research method employed involves a qualitative and descriptive approach. The findings show that the implementation of B-SIMS has successfully transformed the business process. Ship agents can now submit applications, monitor status, and make payments digitally through the B-SIMS sistem. This transformation significantly contributes to increased port operational efficiency, administrative transparency, and reduced physical contact, aligning with the vision for digitalizing public services in Batam. However, challenges related to sistem adaptation and early stability may still arise.

The National Health Insurance program (JKN) has been in effect in Indonesia since early 2014, administered by the Social Security Administration (BPJS). The purpose of this community service program is to enhance the role of youth in optimizing the use of Mobile JKN and to assist the community in utilizing it. Mobile JKN is an innovation for the community, eliminating the need to wait in long queues at healthcare services. The participants were adolescents, specifically 13 students from MTs. Muhammadiyah Palleko in Takalar Regency. The method used was to provide outreach through presentations on the procedures for using Mobile JKN, followed by discussions to clarify any issues that the students still lacked. The results of this community service program are expected to increase the youth's knowledge of the use and utilization of Mobile JKN as a form of digital health care that can improve the effectiveness of healthcare services, enabling them to become agents of change in the success of the JKN program in Takalar City.

This study discusses the discourse of fiqh al-nawāzil which is rooted in the fundamental disparity between Islamic Family Law (classical inheritance and will law) and Contemporary Law (Hajj queue regulation Law No. 8 of 2019 and fiat of the transfer of one person to the Director General of PHU No. 130 of 2020). This background raises a normative dilemma when the right to worship (al-haq al-'ibādi) is threatened with forfeiture because classical instruments clash with the principle of lā waṣiyyata li wārith and the limits of al-thuluth. The main purpose of this research is to propose a Mandatory Will as a transformative solution of Islamic Law to provide a fair and strong sharia foundation for the existing state administrative policies. The method used is Fiqh al-Nawāzil with the approach of Istislah (Maslahah Mursalah) and Qiyās Istiḥsānī, which places the portion of Hajj as an obligation that must be fulfilled (al-wājib al-waṣiyyah) equivalent to debt, so that it can methodologically neutralize the limitation of classical inheritance. The conclusion shows that the Obligatory Will has succeeded in bridging this conflict, providing a Legal Impact in the form of modernizing Islamic Family Law, and affirming the ability of Islamic Law to realize maqāṣid al-sharī'ah (ḥifẓ al-dīn and ḥifẓ al-māl) in the contemporary era. The recommendation urges that amendments to the Compilation of Islamic Law (KHI) and hajj regulations (including the strengthening of Kepdirjen 130/2020) be immediately carried out to institutionalize the Obligatory Will, accompanied by the DSN/MUI Fatwa to prevent the commercialization (tadāwul) of the hajj portion and ensure substantive justice for the heirs.

Lengthy, disorganized physical queues in conventional food ordering systems, particularly within canteens, significantly compromise customer convenience and operational efficiency. This direct-ordering model often results in crowd congestion, unpredictably long waiting times, and potential friction among patrons. To address these operational issues and substantially enhance user satisfaction, this research proposes the development and implementation of an innovative Web-Based Food Ordering System. This digital platform allows customers to place orders entirely online, effectively eliminating the need for physical queuing. The system's core functionality is the realtime monitoring of order status and queue position, providing transparent information directly to the customer's device. For canteen management, the application offers a crucial tool for integrated and structured order handling, ensuring staff can prepare meals more accurately and promptly. By transforming the ordering process into a streamlined digital workflow, the system is expected to accelerate the service cycle, minimize unnecessary crowding, and substantially improve customer satisfaction through a modernized, well-organized, and highly efficient experience. This initiative represents a significant step toward smarter and more responsive food service operations.

The quality of outpatient services is an essential indicator of hospital performance and patient satisfaction. At Mega Buana Hospital Palopo, patient complaints remain regarding waiting times, limited facilities, and staff communication, highlighting the need for evaluation based on the Ministry of Health Regulation No. 129/Menkes/SK/II/2008. This study aimed to analyze the relationship between human resources, medical staff interactions, service processes, and patient satisfaction with outpatient service quality. This research employed a quantitative design with a cross-sectional approach. A total of 116 patients were selected through accidental sampling. Data were collected using a validated and reliable questionnaire and analyzed using the chi-square test. The results revealed significant associations between human resources (p=0.001), medical staff interactions (p=0.003), and patient satisfaction (p=0.002) with outpatient service quality. The service process, particularly waiting time and queue management, proved to be important factors influencing patients’ perceptions of service quality. Overall, the service quality was categorized as good but not yet fully aligned with the national standards, especially in administrative speed, queue system, and facility comfort. In conclusion, outpatient service quality at Mega Buana Hospital Palopo is influenced by human resources, medical staff interactions, service processes, and patient satisfaction. The findings emphasize the importance of strengthening human resource management, improving the quality of medical staff communication, enhancing queue management, and providing adequate supporting facilities to meet national service standards.

This study designs and implements Bank Jali, a web-based bank queue system that applies a queue data structure with the First In First Out (FIFO) principle to improve service efficiency. The research and development method includes requirement analysis, design, implementation, testing, and evaluation. The application is built with HTML, CSS, and JavaScript, storing queue data temporarily through localStorage so the entire process runs client-side without a dedicated server. Key features include online queue registration, digital ticket generation, real-time status monitoring with waiting-time estimation, and an admin dashboard for managing teller and customer service queues. Testing shows the system operates reliably, processes queues according to FIFO, and provides a practical, lightweight user experience across devices.

The development of information technology has encouraged institutions, including hospitals, to adopt digital systems to improve operational efficiency. One important aspect is the employee attendance system, which previously relied on fingerprints. This method has limitations, such as difficulty detecting when fingers are not in ideal condition and causing queues during peak hours. This research aims to design and implement an Android-based attendance system using the Eigenface facial recognition method as a faster, safer, and more accurate alternative. Eigenface works by extracting facial features using Principal Component Analysis (PCA), thus being able to efficiently recognize individual identities. The system was developed with MySQL database integration and tested on employees of Khalishah General Hospital. The implementation results showed that the system can recognize faces with a good level of accuracy and increase the effectiveness of attendance recording. Furthermore, the use of facial-based attendance can minimize the potential for fraud and increase user comfort because it does not require physical contact. Thus, the Eigenface method has proven feasible to be implemented as a modern attendance solution to support employee attendance management in hospital work environments and other institutions.

This article presents a review study that proposes a blended model combining actual programming techniques with queuing theory to improve the performance and service quality of service systems. The main objective is to design a system that is capable of serving customers as efficiently as possible, using solutions derived from queuing theory to regulate and optimize customer flow, while applying accurate programming methods to ensure that the system operates correctly and in accordance with established standards. The study discusses how these two approaches complement each other and demonstrates that integrating them provides a balance between operational efficiency and the quality of services delivered. To illustrate the effectiveness of this hybrid model, a case study is examined to highlight the practical impact and real-world implications of the proposed framework. Both mathematical formulations and experimental analyses were employed to evaluate the model’s effectiveness. Findings indicate that this combined approach not only enhances system reliability but also provides measurable improvements in customer satisfaction and service outcomes. By offering a structured way to integrate queuing solutions with precise programming, this research contributes to the development of more sustainable and effective service management strategies. The model therefore has significant potential for broader application in industries that rely heavily on service delivery and customer flow optimization.

The increase in traffic volume in urban areas often triggers various problems, especially at Road intersection points that have a high level of interaction between vehicles. One of the locations that experience these problems is the intersection with the island of traffic without signal on Jl. Tebu-Jl. Tabrani Ahmad, City Of Pontianak. This study aims to analyze the performance of the intersection in the existing condition and project its performance in the next five years (2030), as well as formulate alternative treatment that can improve the smoothness of traffic. The analysis method refers to Indonesian road capacity guidelines (PKJI) 2023 and modeling using software PTV VISSIM. The data collected include intersection geometry, traffic volume, and vehicle speed. Traffic volumes were obtained through CCTV recordings for three consecutive days, then processed and presented in the form of tables and graphs for easy interpretation. The results of the existing condition analysis showed that the degree of saturation (DS) reached 0.407 with an average delay of 9.539 seconds (Level of Service/LOS B) based on PKJI, while VISSIM simulation resulted in a delay of 12.54 seconds (LOS B). The five-year projection (2030) shows an increase in DS to 0.878 with a delay of 15.177 seconds (LOS C) from PKJI, and 23.35 seconds (LOS C) from VISSIM, which indicates a decrease in Junction performance as traffic grows. Two handling alternatives were analyzed, namely the construction of roundabouts and the implementation of traffic flow management. VISSIM simulation shows that the roundabout can reduce the delay to 14.31 seconds with a queue length of 20.34 m (LOS B), while the flow management produces a delay of 11.81 seconds with a queue of 13.14 m (LOS B). This result confirms that both alternatives are able to improve the performance of the intersection compared to the projected condition without handling, so that it can be a technical recommendation for urban traffic planning in Pontianak.

Efficient management of patient queues is essential in healthcare systems to ensure timely care, optimize resource utilization, and enhance patient satisfaction. Mathematical programming, particularly when applied in conjunction with queuing theory and optimization models, provides a rigorous framework for analyzing and improving healthcare service delivery. This approach involves modeling arrivals and service processes, applying queuing models (such as single-server, multi-server, and priority queues), and formulating optimization objectives—often to minimize total costs, patient waiting times, or resource idling. Recent research demonstrates that combining queuing theory with mixed-integer programming and simulation techniques enables healthcare managers to allocate resources dynamically, set staffing levels, and assign priorities among different patient categories. For example, the use of mixed-integer programming can determine the optimal number of servers, beds, and service rates based on patient flow and priority needs, striking a balance between reducing waiting times for critical cases and controlling operational costs. These mathematical models also account for practical constraints and stochastic variability inherent in clinical settings. Applications span emergency departments, outpatient clinics, and even pharmacy and blood service centers—showing significant improvements in system efficiency, reduced patient wait times, and enhanced overall care quality. Thus, mathematical programming is a powerful decision-support tool for queue management, offering evidence-based strategies to address congestion and resource allocation challenges in complex healthcare environments.