Publication Search

This research aims to determine the clarity of influence, responsiveness and empathy on the quality of service at the Rezki Sinaga Midwife Clinic. Meanwhile, the research method used is a quantitative method. The population in this study were clinic patients. The number of samples known using the Slovin Formula is 99 respondents. Data collection techniques use questionnaires, documentation studies and observations. Data analysis techniques were analyzed using statistical tools using SPSS. The research results show that the Reliability Variable has a positive and significant effect on Service Quality with a sig value of 0.000 ˂ 0.05 and the t-count > t-table value, namely 19.999 ˃ 1.98525. The Responsiveness variable has a positive and significant effect on Service Quality with a sig value of 0.004 ˂ 0.05 and the t-count > t-table value, namely 2.922 ˃ 1.98525. The Empathy variable has a positive and significant effect on Service Quality with a sig value of 0.000 ˂ 0.05 and the t-count > t-table value, namely 2.254 ˃ 1.98525. The results simultaneously show that there is an influence of noise, responsiveness and empathy which together influence the quality of service, the calculated f value is 261.939 ˃ f-table 2.70 and the Sig value is 0.000 ˂ 0.05. It is recommended for future researchers to involve a larger sample, expand the scope of research, apart from the variables that have been studied, which can also influence service quality.

The development of home care in Indonesia has progressed to the point that many people use home care services. The epidemiological transition has resulted in an increase in the number of cases of chronic disease compared to acute disease, resulting in an increase in the number of cases of terminal disease that are not treated effectively and efficiently in hospitals. Bakti Timah Karimun Hospital has a home care service that provides several forms of services, namely wound care visits, elderly care services, baby care services, services for terminal patients, and other special needs. There are complaints from patients being managed regarding the responsiveness of the staff, friendliness and skills of the staff which are subject to evaluation. This study aims to determine the relationship between the quality of homecare services and patient satisfaction with wound care at Bakti Timah Karimun Hospital. This research is quantitative with a cross sectional study approach with a sample size of 80 people selected using total sampling techniques. The results of the study showed that the description of the quality of homecare services from the 5 components assessed (Reliability, responsiveness, assurance, empathy, and physical evidence) was in the sufficient category (73.8%), and the description of wound care patient satisfaction was in the very satisfied category. (62.5%). In this way, it is hoped that homecare nurses can improve the quality of services more optimally so that satisfaction can be achieved and maintained.

Abstract.The purpose of this research is to find out: (1) How the Islamic dimension of service affects consumer satisfaction at the Indah Syariah Sibuhuan Hotel, (2) Is there an influence of the Islamic dimension on consumer satisfaction at the Indah Syariah Sibuhuan Hotel. The type of research used in this research is quantitative research. In this quantitative method, research is carried out directly in the field or at the research location. The research approach used in this research is in the form of a direct survey to customers. Surveys are carried out by distributing questionnaires to customers. The results of this research show that the Islamic dimension of service on consumer satisfaction at the Indah Syariah Sibuhuan Hotel is very influential. The better the Islamic dimension of service provided, the higher the level of satisfaction when using the services of the Indah Syariah Sibuhuan Hotel. Hotel Indah Syariah Sibuhuan consistently provides high quality services to consumers, so that consumers feel satisfied with the service they receive. Aspects of service such as reliability, trust, appearance, empathy and responsiveness offered by the hotel, these are the Islamic dimension variables partially have a positive and significant effect on consumer satisfaction at the Indah Syariah Sibuhuan Hotel. With the regression coefficient for the Islamic dimension variable (X) being positive, the resulting t value of 5.076 is more than the t table of 1.672 with a significance of less than 0.558. This means that the Islamic Dimension variable (X) partially has a positive and significant effect on Consumer Satisfaction (Y).    

The purpose of this research is to explain a strategic approach to the training and development of the Human Resources of the Regional Disaster Management Agency (BPBD) in facing organizational change challenges. This study uses a qualitative descriptive method and a literature study approach. The research is conducted at the Office of the Regional Disaster Management Agency in Bima District. In this research, the data analysis technique used is the interactive model according to Miles and Huberman, which consists of three main components: data reduction, data presentation, and conclusion/verification. The research results show that in the context of natural disasters that are prone in this region, disaster preparedness, disaster management, and emergency response coordination are the top priorities in the training strategy. Involvement of the local community, collaboration with other institutions, and learning from previous experiences are essential elements that can strengthen the readiness of the BPBD in Bima District. Continuous evaluation, career development, utilization of local human resources, and technological innovation are supportive elements in a comprehensive training strategy. Recommendations include the development of long-term training plans, enhanced inter-agency collaboration, and investment in technology that supports disaster management and training. Facing future challenges, such as climate change that can increase the risk of natural disasters, the BPBD in Bima District must continually update their training strategy and ensure that their response to organizational changes and disasters remains relevant and responsive. Therefore, the training and development strategy for HR in the BPBD in Bima District can help strengthen their preparedness and responsiveness in facing the challenges in this region.

This Study examines the low quality of public service provided by Kedaung Village officials,Lack of public knowloedge regarding public service,procedures in kedaung Village,lack of response and attention from Kedaung Village officials to people who need service in Kedaung Village.the purpose of the research is to find out and analyze more broadly regarding the quliy of service at the Kedaung Vilage,south Tangerang City.The Method used in this study is a descriptive qualitative approach that aims to describe service at the Kedaung Village office.The results of this study use the service quality theory of Zeithaml Berry and Prasurahman,namely Tangible (Direct evidence),Realibility (realibility),Responsiveness (responsiveness),Assurance (guarantee),Empathy (empathy).This shows that the service at the kedaung sub-district office has not run perfectly.On the Realibility indicator,it has not run perfectly,such as the expertise of officers in using supporting facilities in the service process. On the responsiveness indicator,all officer who carry out service are classified as responsive to the community who want perform service or people who have complaints about the ongoing service process.    

Patient satisfaction is a factor that can be used as a reference in determining the success of a service program. Patient satisfaction will arise when it is supported by good quality service. There are five dimensional aspects known as service quality (SERVQUAL), reliability, responsiveness, assurance, empathy, and tangible. These five dimensions influence patient satisfaction. This research aims to provide an overview of the level of satisfaction of outpatient BPJS patients at Hermina Bitung Hospital, Tanggerang Regency in 2023. This research uses a descriptive method with a quantitative approach with the data that has been collected being processed using SPSS (statistical packagen for the social sciences) then the results analyzed by measuring the average percentage for each patient criterion and a sample size of 76 respondents, from this research it can be concluded that patient satisfaction through the reliability dimension is 56.58%, the responsiveness dimension is 55.26%, the assurance dimension was 53.95%, the empathy dimension was 56.58%, while the direct evidence (tangible) was 51.32%. Thus, the researchers concluded that the number of BPJS patients in outpatient registration services was 52.63%. This result still does not reach the minimum service standard set by the Indonesian Ministry of Health in 2008, which is ≥90%.

This research uses qualitative methodology to analyze brand perception and customer service quality at Kentucky Fried Chicken (KFC) restaurants. A literature review was used to obtain data. The results of this study show that KFC's brand image, particularly with regard to the taste and quality of its products, can influence the way customers perceive the restaurant. Customers also value responsiveness and consistency in service quality to have a positive experience. Without using direct interviews, this research provides in-depth insight into the things that influence customer impressions of service quality conditions at Kentucky Fried Chicken (KFC), knowing the effect of brand perception and service quality and on company sustainability on KFC, and this research can be used for marketing plans for the fast food industry and the growth of new companies. The objectives of this study are: to determine the condition of brand perception at Kentucky Fried Chicken (KFC), knowing Kentucky Fried Chicken (KFC).

This article aims to review and attempt to inform about the concept of service quality management, value and customer loyalty. The research method used is qualitative and literature studies or library research. Based on the results of the discussion above, it can be concluded theoretically that to understand value service quality management and customer loyalty management requires several important things, namely a). For service quality management the values that need to be considered are: Tangible, Reliability, Responsiveness, Assurance and Empathy, b). For loyalty management that needs to be considered, namely: Becoming a regular customer, Buying between product lines, Referring to others and Commitment to the company.

Service quality is a benchmark for service success determined by the level of satisfaction of service recipients. While the level of satisfaction of the recipient of this service will be obtained if a recipient of the service gets the type of service in accordance with what they expect and need. Thus, the needs of service recipients must be met as much as possible in order to obtain satisfaction. The data processing was obtained from questionnaire data collection data distributed to 50 respondents. Based on the results of the analysis and discussion described in the previous chapter, the author draws several conclusions on the results of the analysis that based on the hypothesis proposed by the researcher, a t test was carried out and obtained the SPSS output showed a calculated t value of 0.812 with a Sig of 0.421. To determine the level of significance of the research model, the calculated t value is compared with the table t value. Based on the results of the analysis, the hypothesis that states service quality (reliability, responsiveness, assurence, tangiable, emphaty) has a positive and significant effect on consumer satisfaction in the use of Parapat Khas Hotel services is empirically proven and acceptable.

The purpose of this study is to determine the analysis of the effect of service quality, costs and facilities on the satisfaction of outpatient patients Benyamin Guluh Kolaka This research is a survey research using a questionnaire as an instrument. The population in this research is all patients who have carried out outpatient treatment at Benjamin Guluh Kolaka Hospital in Kolaka Regency and taken as many as 75 responsiveness using purposive sampling techniques, namely the technique of determining certain criteria. Data collection techniques are primary data and secondary data. The data obtained were analyzed using PLS analysis techniques through Smart PLS software. The results of this study indicate that service quality has a positive and significant effect on patient satisfaction. This is evidenced by T-count or T-statistics which is 2.164 higher than the rule of thumb used which is 1.96 and the cost also has a positive and significant effect on patient satisfaction due to the value of T-count or T-Statistics which is 13.769 higher than the rules of thumb used is 1.96. While the facility has a negative and not significant effect on patient satisfaction because the value of t arithmetic or t statistical value is 1.089 lower than the rule of thumb used that is 1.96 then the service quality variable and the cost have a positive and significant effect on passient satisfaction of 97.1%.

The objectives of this research are to determine the following: (1) Tangible influence on Kolaka RSBG customer satisfaction, (2) Reliability influence on Kolaka RSBG customer satisfaction, (3) Responsiveness influence on Kolaka RSBG customer satisfaction, (4) Assurance influence on Kolaka RSBG customer satisfaction, and (5) Empathy influence on Kolaka RSBG customer satisfaction. The sample in this research has 122 respondens, which used the sampling technique known as incidental sampling. Instrumen in this research used validity tests and reliability tests with SPSS 22.0. Research data analysis techniques used the Structural Equation Method Modeling (SEM-PLS) with SmartPLS 4.0. Based on the results of the research, it could be conculed that while Tangible variables had a positive and significant impact on customer satisfaction, as shown by their T-Statistic value of  3.667 and P-Values of 0.000, the Reliability variable’s impact on customer satisfaction has both positive and significant.This is shown by their T-Statistic value of 0,079 and P-Value of 0,469. With a T-Statistic value of 2.695 and P-Value of 0.004, the variable Responsiveness had a positive and significant impact on customer satisfaction, whereas the variable assurance had a negative and negligible impact. The Empathy variable had a positive and substantial impact on Customer Satisfaction , as shown by a T-Statistic value of 1.647 and P-Values of 0.050. Customer are indicated by a T-Statistic value of 0.867 and P-Values of 0,185.

RSU Haji Medan is one of the hospitals in North Sumatra Province that is still experiencing problems with service quality. Health services for patients at RSU Haji Medan are still facing problems with limited consultation time with doctors, unsatisfactory drug services, inappropriate doctor visit schedules, uncomfortable wards, and nurses who are not friendly to patients. This research is a survey with a quantitative descriptive approach that aims to explain the effect of service quality on inpatient satisfaction at RSU Haji Medan. The population in this study were JKN inpatients at RSU Haji Medan, with a sample size of 50 people. Data were obtained through interviews using a questionnaire and analyzed using univariate and bivariate analysis. The results showed that the quality of service as measured through the aspects of physical evidence, responsiveness, reliability, assurance, and empathy affects the satisfaction of inpatients at RSU Haji Medan. It is suggested to RSU Haji Medan to improve the quality of service to patients by paying attention to the dimensions of service quality so as to increase patient satisfaction, The reliability dimension needs special attention because it is the most dominant aspect that influences patient satisfaction.

In this era of globalization, business organizations must continue to improve the level of professional services in their respective fields. The use of PLN Mobile in the customer service department at PLN ULP Medan Baru has the potential to provide significant benefits in improving service quality and customer satisfaction. This application is expected to bring positive changes by providing easy access to information for customers regarding billing, blackouts, and other important information. The purpose of this research is to analyze the customer service and benefits of PLN Mobile at PLN ULP Medan Baru. This study uses a qualitative approach to explore an in-depth understanding of the benefits of using PLN Mobile in the customer service department at PLN ULP Medan Baru. A qualitative approach allows researchers to understand customer perspectives, views, and experiences in depth and contextually. Based on the results of the research and discussion conducted by the researchers, it can be obtained that the customer service and benefits of PLN Mobile at PLN ULP Medan Baru are quite good and very useful for customers at PLN ULP Medan Baru, Medan City to meet their electricity needs, complaints and complaints, however, socialization that has not been evenly distributed has resulted in there being PLN ULP Medan Baru customers who have not used the PLN Mobile application. The five dimensions of customer service used by researchers according to Tjiptono (2014: 18), namely the Tangibility, Reliability, Responsiveness, Assurance, and Empathy dimensions at PLN ULP Medan Baru are quite good.  

This research was carried out based on data saying that Elzatta in the period from year to year experienced an increase in percentage as the brand with the best quality, it's just that in 2019 it experienced a slight decrease in numbers, this might have been due to the Covid-19 pandemic that hit the Indonesian nation at that time and of course slightly affected the brand process at Elzatta. Thus, based on the results of the initial observations and analysis above, which found a uniqueness in Elzatta using a sharia marketing strategy for their products, the researcher was compelled to describe this phenomenon, namely related to the Islamic marketing strategy implemented by the Elzatta store so that it continues to exist in the face of real world business competition This research uses a type of qualitative research by using data collection methods in the form of observations, interviews, and documentation. The technique of analyzing the data is by filtering the data, presenting the data, and cross-checking the data. While testing the validity of the data is done using triangulation techniques. The results of this study found that: 1. Elzatta's product sharia marketing strategy was carried out with three main strategies, namely: (1) Market segmentation; (2) Targeting and Positioning; and (3) combination strategy which includes: strategy in maintaining the product; price range strategy; strategy in choosing a point of sale; strategy in the field of product promotion; strategy in HR management; strategy in the easy shopping process; strategy in the marketing process through social media. 2. Supporting factors for the sharia marketing strategy for Elzatta products are due to several factors, namely: Maintaining service quality; Understanding customer needs and company needs through SWOT analysis; Neat employee appearance; Responsiveness in helping customers online/offline; Providing supplies/training to employees/SPG; Sensitivity to the development of global business competition. 3. The inhibiting factors for Elzatta's sharia marketing strategy are internal and external factors. Internal reasons, including: capital, promotion constraints in the field. Meanwhile, these external factors include: price competition and the promotion strategy of Elzatta Jambi's competitors.

The government as a provider of public services needed by the community must be responsible and continue to strive to provide the best service for the sake of improving public services. On the other hand, community satisfaction is a measure of the success of public services provided by public service providers. This research is a descriptive study using a qualitative approach to determine the quality of public services in the field of population administration in Telanaipura District, Jambi City. The data analysis technique used is an interactive model. The results showed that the quality of public services in the field of population administration in Telanaipura District, Jambi City, was seen from the aspects of physical facilities, reliability, responsiveness, assurance, empathy, that is, the Public Services section in Telanaipura District, Jambi City had not fulfilled adequate service facilities to provide services to the community. The community is satisfied with the services provided by Telanaipura District, Jambi City in the reliability aspect regarding reliability in handling any community complaints. Employees in terms of helping people who need services, especially people who are confused about services, have been seen between officers and visitors who communicate with each other. Security in Telanaipura District, Jambi City, has shown efforts to improve the quality of its services in relation to providing a sense of security for the community. The empathy given by the Telanaipura District, Jambi City, is to give a pleasant impression.

This research is focused on the Application of Just In Time in Increasing Production Effectiveness and Efficiency (A Study at PT Albasi Priangan Lestari, Banjar City). The problems encountered in this study include: 1]. How is the application of just in time in increasing the effectiveness and efficiency of production at PT Albasi Priangan Lestari?; 2]. What are the obstacles encountered in implementing just in time at PT Albasi Priangan Lestari?; 3]. What are the solutions to overcome obstacles in implementing just in time at PT Albasi Priangan Lestari?; The purpose of this study: 1]. To find out the application of just in time at PT Albasi Priangan Lestari; 2]. To find out what obstacles are faced in implementing just in time at PT Albasi Priangan Lestari; 3]. To find out how the solution to overcome obstacles in implementing just in time at PT Albasi Priangan Lestari. The method used in this research is descriptive qualitative research method. Meanwhile, to analyze the data obtained used descriptive analysis techniques. The results of the study show that the application of just in time in increasing production effectiveness and efficiency at PT Albasi Priangan Lestari is carried out by: close communication with suppliers. Then Closeness of Communication with Customers. Furthermore, Responsiveness in Information Change. Accuracy of Executing Schedule. As well as the ability to reduce costs. Barriers to implementing just in time to increase production effectiveness and efficiency come from supporting tools for mobilizing materials and goods such as forklifts, dump turcks and losbak, supply of electrical energy and shipping costs. The solution to overcome these obstacles is to equip supporting equipment such as handlifts. Meanwhile, to handle the supply of electricity, the company built two power substations.

The problem arises is STIKOM Surabaya had a will to evaluate the service quality in the AASA based on student’s perception which would be an input to improve the service quality in AASA.Based on the above problem, then this study was held in order to know the influence of service quality in AASA to student’s satisfaction. The method used in this study was multiple linear regression analysis which measures the influence of service quality in AASA section to the satisfaction of the students of Institute of Business and Informatics STIKOM Surabaya and which factors of the dimensions of service quality that need to be improved.According to Parasuraman (1995), Service quality dimensions include 5 dimensions. They are Tangible, Reliability, Responsiveness, Assurance, and Empathy. Tangible is the display or appearance of physical facilities such as; facilities, equipment and personnel appearance. Reliable is the ability to provide service promised. Responsiveness is a willingness to help customers and provide fast and precise service. According to Westbrook in Tjiptono (2014), satisfaction is an assessment of the evaluative global on the use of product or certain service which has been purchased. According to Sulistiowati (2011), The relationship between Service Quality and Customer satisfaction is every service quality improvement will improve student’s satisfaction at LP3I Manyar Surabaya.

KM 22 of 2005 describes the application of SNI 03-7094-2005 regarding signs at airport terminals as a mandatory standard which explains that every area within the passenger terminal must be equipped with clear and easy-to-understand warning signs. Obstacles found by researchers when carrying out initial observations were finding deficiencies in installing warning signs at Terminal 1 of Juanda International Airport, Surabaya. The purpose of this study is to find out how to optimize the warning sign facility in improving passenger service at the Juanda International Airport Surabaya terminal, to find out the obstacles faced and the solutions in optimizing the warning sign facility at Juanda International Airport.             This study uses a qualitative method. This research was conducted at Juanda International Airport in Surabaya which was held in June 2023. The data collection techniques used were observation, interviews, and documentation. The validity test of the data used is source triangulation and technique triangulation. Data analysis used is data reduction, data presentation, and conclusions.             The results of research based on service indicators show that: (1) physical evidence (tangibles) includes an imbalance in the placement of signboards; (2) reliability includes the use of available tools and the application of clear service standards; (3) responsiveness, including responsiveness to complaints and input from passengers; (4) guarantee (assurance) includes routine maintenance, as well as providing accurate information; (5) empathy (empathy) includes providing individual and responsive services. The obstacles encountered are that the warning sign is only visible from the west side of the terminal area, but not visible from the east side, the placement of the no smoking sign is not optimal, the no smoking sign is damaged, there are instructions for using a hydrant box that is less strategic .

The phenomenon of the problem in this research is that the complaints that are often reported by customers are related to sudden blackouts for hours, the most complaints are also followed by APP/KWH meter disturbances which are usually caused by the PLN server having an error or problem.The purpose of this study was to analyze the performance of bright PLN in responding to complaints in Batam City, to find out what PLN customer complaints were, to find out customer satisfaction related to bright PLN's performance. The approach used in this research is descriptive and qualitative research. A qualitative approach is a research technique that produces descriptive data in the form of written/oral words about individuals or observed behavior. This approach aims holistically on the background and the individual. Qualitative descriptive research is to describe the informants' opinions as they are in accordance with the research questions. The focus in this study, the authors put more emphasis on one main indicator to assess the performance of Bright PLN Batam City employees. The indicator is Responsiveness. Data collection techniques in this study were interviews, observation, documentation review. Informants in this study amounted to 14 people.

Service quality can be measured by comparing the perceptions between expected services and services received and felt by patients. Patient satisfaction is the level of patient feelings after comparing with his expectations. A patient if he is satisfied with the value provided by a product or service then it is very likely to become a customer for a long time. The purpose of this study was to analyze the relationship between service quality in the registration section and patient satisfaction for pregnant women at the highlands sub-district, Binjai sub-district health center, Kota Binjai in 2023. The type of research used in this study was analytic with a cross-sectional approach. Cross sectional is a research approach that emphasizes the time of measurement/observation of independent variable data and depends only once at a time. The chi-square test results obtained a p value of 0.0050.005. This means that there is a significant relationship between the quality of the registration section and the satisfaction of pregnant women. Reliability where the p value = 0.000. Responsiveness with p value = 0.000. Assurance with a p value = 0.000. Empaty with p value = 0.002.