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This study provides insights for improving academic service quality and enhancing student satisfaction.  The Industrial Engineering Program aims to enhance academic service quality to support students’ success. Recent survey data indicate a decline in satisfaction, with a 9.11% drop from 2021/2022 to 2022/2023 (from an average score of 4.39 to 3.99) and a further 20.80% decline from 2022/2023 to 2023/2024 (down to 3.16). This study analyzes service quality using SERVQUAL and IPA methods across 22 service attributes to identify areas needing improvement. Results show all attributes with a negative gap, with the smallest gap in academic advising (P10) at -0.76, indicating it is closest to meeting student expectations. The IPA framework categorizes improvements into four quadrants, prioritizing restroom cleanliness, laboratory facilities, and classroom comfort (Quadrant 1). Suggestions include aligning service attributes more closely with student needs and exploring how service quality impacts academic performance and well-being. This research provides key insights to enhance service quality and student satisfaction in the future.

Analyze the impact of service quality on visitor satisfaction at Taman Impian Jaya Ancol. Using a qualitative method, the research identifies service quality dimensions based on the SERVQUAL model, including reliability, responsiveness, assurance, empathy, and tangibles. The findings reveal that the Tangible dimension contributes the most to visitor satisfaction, while Responsiveness needs improvement. Additionally, the study highlights that technological innovations, such as digital payment systems and tourism apps, enhance visitor experiences. These findings underscore the importance of technology-driven service development in improving customer satisfaction, loyalty, and competitiveness in the tourism industry.

Public service delivery in taxation is a vital function of government in fulfilling citizens' administrative rights, particularly through the issuance of the Taxpayer Identification Number (NPWP). The quality of this service directly influences taxpayer satisfaction, understanding, and trust in tax institutions. This study aims to analyze the quality of public service in NPWP issuance at the Primary Tax Office (KPP Pratama) of Dumai City and to identify supporting and inhibiting factors affecting service implementation. This research employed a descriptive qualitative approach. Data were collected through observations, in-depth interviews with tax officers and taxpayers, and documentation studies. Data analysis was conducted using an interactive model consisting of data reduction, data presentation, and conclusion drawing. The assessment of service quality was based on the SERVQUAL framework developed by Zeithaml and Parasuraman, encompassing five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results show that NPWP issuance services at KPP Pratama Dumai City are generally well implemented. Adequate facilities, adherence to standard operating procedures, responsive officers, data security assurance, and courteous service attitudes support service quality. However, challenges remain, particularly related to limited waiting room capacity during peak periods, varying levels of taxpayer understanding, and the need for clearer procedural information. Continuous improvement in communication, service management, and capacity planning is required to enhance public service quality.

Public service is a key aspect of government performance that directly affects community satisfaction. This study examines the quality of public service at the Bumi Ayu Subdistrict Office in Dumai Selatan, Dumai City, using five dimensions: reliability, responsiveness, empathy, tangibles, and assurance. Data were collected through observation, interviews with two informants (one official and one service user), and document review. The findings indicate that public services are generally effective. Staff demonstrate adequate reliability and responsiveness, show empathy in serving the community, provide sufficient facilities to support service activities, and foster public trust through professional conduct. Supporting factors include well-organized service procedures, adequate infrastructure, and attentive staff, while limitations involve dependency on the subdistrict head for document approval, limited staff during peak hours, and some facility constraints. The study highlights the need to improve service timeliness, increase staff availability, and improve facilities to optimize public service delivery. Enhancing training programs for staff and implementing technology solutions for document processing could contribute to further improving service quality. Future research could focus on expanding the scope of public service assessments to include citizen satisfaction and feedback, providing insights into the areas requiring attention for continuous improvement.

Abstract. This study examines the impact of product quality and price on consumer satisfaction at Toko Batik Katura, Cirebon Regency, aiming to provide relevant strategies to enhance customer loyalty. An explanatory research method was employed to explain the causal relationship between product quality, price, and consumer satisfaction variables. Data collection was conducted through direct observation, questionnaires using a Likert scale, and documentation, involving 100 respondents selected through purposive sampling. The results indicate that product quality and price significantly influence consumer satisfaction, with a correlation coefficient of 0.9938 and a determination coefficient of 98.76%. This study recommends product innovation development, flexible pricing strategies, service quality improvements, and the utilization of digital platforms as part of a modern marketing approach. Keywords: Product Quality, Price, Consumer Satisfaction, Customer Loyalty, Marketing Strategy, Digital Platforms, Product Innovation, Service Quality, Explanatory Research. Abstrak. Penelitian ini mengkaji dampak kualitas produk dan harga terhadap kepuasan konsumen di Toko Batik Katura, Kabupaten Cirebon, dengan tujuan untuk memberikan strategi yang relevan guna meningkatkan loyalitas pelanggan. Dalam penelitian ini, metode explanatory research digunakan untuk menjelaskan hubungan kausal antara variabel kualitas produk, harga, dan kepuasan konsumen. Pengumpulan data dilakukan melalui observasi langsung, kuesioner dengan skala Likert, dan dokumentasi, melibatkan 100 responden yang dipilih secara purposive sampling. Hasil menunjukkan bahwa kualitas produk dan harga secara signifikan memengaruhi kepuasan konsumen, dengan koefisien korelasi sebesar 0,9938 dan koefisien determinasi sebesar 98,76%. Penelitian ini merekomendasikan pengembangan inovasi produk, strategi harga yang fleksibel, peningkatan kualitas layanan, serta pemanfaatan platform digital sebagai bagian dari pendekatan pemasaran modern. Kata kunci: Kualitas Produk, Harga, Kepuasan Konsumen, Loyalitas Pelanggan, Strategi Pemasaran, Platform Digital, Inovasi Produk, Kualitas Layanan, Penelitian Eksplanatori.

The Community Service Programme at MA Mambaul Ulum Paiton focuses on improving the digital literacy of grade XII students through Microsoft Word training. This initiative addresses the urgent need for the students to acquire essential office software skills, which are critical for success in higher education and professional environments. The programme is implemented through three stages viz: planning, implementation, and monitoring and evaluation. It starts with identifying students' skill gaps, designing a phased curriculum, and delivering hands-on practice-based training. Training sessions covered basic topics, including an introduction to the Microsoft Word interface, formatting and organising documents, as well as advanced features such as creating tables and creating charts. To maximise learning outcomes, training was conducted in small groups, using interactive teaching methods and continuous evaluation. The results showed significant improvements in students' competencies, demonstrating the programme's ability to effectively bridge the digital skills gap. In addition, the initiative also provides long-term benefits by improving students' readiness to face academic and professional challenges. This effort not only fulfils an educational need, but also strengthens the overall quality of education contributing to the growth of digital literacy in MA mambaul Ulum.

In this study, the researcher uses a quantitative research type, namely the researcher collects data on a certain population or sample. While the study was conducted in the marketing division at PT. Jalatama Artha Berjangka to analyze and calculate statistics using the service quality method. The results of this study are in the marketing division of PT Jalatama Artha Berjangka, I can draw the following conclusions: indicating that the satisfaction of IT Support performance in the Marketing Division at PT. Jalatama Artha Berjangka has not met expectations. Evaluation using the Service Quality method reveals a gap between expectations and performance provided by IT Support services and improvements and enhancements in IT Support services in the marketing division need to be prioritized to improve service quality and achieve a better level of satisfaction. Thus, this study provides an understanding of the condition of IT Support performance satisfaction in the Marketing Division of PT. Jalatama Artha Berjangka and highlights the importance of improvement efforts to increase user satisfaction with IT Support services.

The One Stop Service provided by the Indonesian Food and Drug Authority is designed to streamline the registration procedures for herbal medicines, cosmetics, and health supplements. This service is essential for improving efficiency, accessibility, and user satisfaction; however, empirical evaluations of user satisfaction remain limited. Previous studies highlight that service quality, communication, and responsiveness are key factors influencing satisfaction, but specific research on BPOM’s OSS is scarce. This study aims to evaluate user satisfaction levels, identify key determining factors, and provide recommendations for improving the service. A quantitative approach was employed, collecting data through questionnaires from participants who engaged in the service, both offline and online. The results indicate that most respondents were satisfied, particularly with processing time, ease of access, and staff responsiveness. However, areas requiring improvement include the development of digital features, more equitable service distribution, and enhanced transparency in communication. This study offers novelty by emphasizing the importance of a holistic approach that incorporates dimensions of communication, privacy, and inclusivity.

The national literacy crisis is a serious challenge for the education system in Indonesia. This research examines the educational strategies implemented at Darul Ma’arif High School in an effort to improve student literacy and analyzes the role of the government in supporting the improvement of literacy quality at the secondary school level. This research uses a qualitative approach with in-depth interview and observation methods to understand the learning strategies, infrastructure, and literacy programs implemented at Darul Ma’arif High School and through a community service approach in the form of socialization themed "Exploring Your Future, What Major Are You Interested in?". It was carried out as an effort to arouse students' interest in literacy for their awareness in choosing majors. Through a survey in the form of a form, it is expected to measure students' understanding and response to the material presented to be an indicator of their absorption of literacy. The results show that collaboration between schools and government is needed to create a learning environment conducive to improving literacy. This joint effort includes providing supporting facilities, training teachers and developing a relevant curriculum. The findings are expected to provide input for stakeholders in designing strategies to deal with the national literacy crisis.

This study aims to conduct an in-depth analysis of the laboratory administration application system used at Dharmais Cancer Hospital. The research focuses on evaluating the system’s functionality, performance, and integration with other hospital systems to assess its effectiveness in supporting laboratory administrative operations. The research method employed a quantitative survey using a questionnaire that measured five key dimensions of service quality: Tangibles (physical appearance and facilities), Reliability, Responsiveness, Assurance, and Empathy (sensitivity to user needs) The findings indicate that the system’s functionality is categorized as "Good," with an average score of 76.8%, suggesting that the physical infrastructure effectively supports administrative processes. In terms of performance, the system scored well in responsiveness and reliability, achieving scores of 76% and 76.2%, respectively. However, improvements are needed to enhance system stability to ensure more consistent service delivery. The integration of the laboratory system with other hospital systems was also positively rated, with the highest score of 78.2% in the empathy dimension, indicating adequate flexibility in supporting various functions and coordination between departments.In conclusion, the laboratory administration application system at Dharmais Cancer Hospital is effective in supporting laboratory operations and services, though there is room for improvement, particularly in reliability and data integration aspects. The recommended improvements include enhancing system stability and strengthening integration capabilities to support better service efficiency.

Information Technology (IT) service management plays a critical role in supporting the efficiency and effectiveness of business intelligence processes within modern organizations. This study aims to evaluate IT service governance in Bank Rakyat Indonesia using the Information Technology Infrastructure Library (ITIL) framework. This approach focuses on improving operational efficiency, service management, and aligning IT services with business needs. The research method involves a detailed analysis of service processes and activities based on ITIL stages, ranging from service strategy to continuous improvement. The findings indicate that ITIL implementation significantly enhances IT service management and promotes business intelligence effectiveness within the organization. Recommendations for further development are also provided to improve the quality and speed of IT services in the future.

Waiting time for healthcare services is a key indicator of quality, particularly for BPJS patients in outpatient settings. This study aims to examine the waiting time for BPJS patient services at Siti Khadijah Islamic Hospital Palembang and identify factors contributing to delays. A quantitative descriptive method was employed, with data collected through observation, questionnaires, and checklists. The sample consisted of 97 BPJS outpatient respondents. Findings revealed that 68% of patients experienced waiting times exceeding 60 minutes, surpassing the established standard. Key factors contributing to delays included inconsistent doctor schedules and high patient volumes in specific clinics, such as geriatrics. The study concludes that waiting times need improvement through the implementation of written Standard Operating Procedures (SOPs), increased medical staff, and optimized service schedules. The findings emphasize the importance of effective time management in enhancing service quality and patient satisfaction.

The integration of IT Governance and expert system design offers transformative benefits for enhancing library user services. This research employs the COBIT 5.0 framework to align IT strategies with library objectives while developing an expert system tailored for personalized recommendations. The findings indicate that the expert system significantly improves operational efficiency, service accuracy, and user satisfaction by using user profiles to recommend relevant materials and streamline the borrowing process. Testing revealed high user satisfaction levels, with 96.6% finding the system effective and 100% confirming its efficiency. Additionally, IT Governance ensures strategic integration between technological infrastructure and service quality objectives, enabling data-driven decision-making. The study also highlights challenges, such as the need for robust data management and user training, suggesting areas for future improvement. Recommendations include incorporating machine learning to enhance system intelligence, conducting regular evaluations to maintain system relevance, and testing the scalability of this approach across various types of libraries. By integrating IT Governance with an expert system, this research sets a strong foundation for modernizing library services to better meet user expectations in the digital era.

This study aims to evaluate customer satisfaction with the menu offerings at "Rajanya Seafood" using the Lean Startup approach. This method was chosen because it enables businesses to develop products that better meet customer needs and preferences through rapid experimentation cycles, continuous feedback, and regular updates. Research data was collected through direct surveys of "Rajanya Seafood" customers, focusing on aspects such as taste quality, menu variety, pricing, and service. The collected data was analyzed to identify areas needing improvement as well as potential innovations to enhance customer satisfaction. The study results indicate that the Lean Startup approach is effective in quickly understanding and responding to customer needs, thus contributing to increased customer loyalty and satisfaction. These findings are expected to serve as a reference for "Rajanya Seafood" and other culinary businesses in applying the Lean Startup strategy to achieve optimal customer satisfaction levels.      

The advancement of information technology has transformed the management of academic systems in universities, necessitating effective and efficient IT management to support operational and administrative processes. Universitas Amikom Purwokerto uses a web-based academic system to integrate academic and administrative services. However, issues such as server connection failures often disrupt operations. Based on an ITIL V3 analysis, the system is at Maturity Level 3 (*Defined*) in problem management, with recommendations to improve real-time monitoring and process flexibility. Implementing these recommendations is expected to enhance service quality and user experience. This study aims to analyze the service quality of Universitas Amikom Purwokerto’s academic system within the service operation domain, particularly in the problem management subdomain. According to the ITIL V3 framework, the system's maturity is at the *Defined* level (Level 3), indicating that problem-handling processes are well-documented but limited in flexibility. These findings highlight the need for improvements in real-time monitoring, predictive analysis, and user feedback to better meet dynamic needs. Such recommendations are expected to improve operational effectiveness and overall user experience.    

This study aims to analyze the level of female student satisfaction with the female dormitory at Quality University. Female students here are users of the female dormitory at Quality University. Student satisfaction is an important factor in supporting the welfare and comfort of dormitory residents, which can affect female students' academic achievement and daily life. This research method uses descriptive analysis techniques with survey methods, where data is obtained through questionnaires distributed to 67 female dormitory residents. Data collection analysis was carried out using a Likert scale to measure student perceptions of various aspects of facilities, such as rooms, cleanliness, security and other public facilities. The results of the study showed that overall respondents' assessments of the female dormitory facilities were: those who stated that they were very satisfied were 20.5%, satisfied 36.8%, quite satisfied 22.6% and less satisfied 20%. Thus, for satisfied and very satisfied if totaled 57.3%, and this is categorized as quite satisfactory. The greatest dissatisfaction of respondents was related to cleanliness and public services. Although the average respondent assessment was quite satisfactory, there were several aspects that needed to be improved, especially regarding cleanliness and related facilities. Recommendations for improvement are given to improve the quality of services at the girls' dormitory in the future.

The training and mentoring activities for the use of Artificial Intelligence (AI) tools for teachers were chosen with the aim of enhancing or improving teachers’ understanding and ability to implement AI technology in the educational environment. Initial interviews revealed a lack of knowledge and skills among teachers in utilizing AI tools, which affects the quality and effectiveness of learning. The methods applied in this community service include counseling and training, preceded by surveys and interviews. Teachers were given intensive training that included an overview of AI and how to apply AI tools in the teaching and learning process. Additionally, there was an implementation phase that required teachers to design and implement simple AI-based learning applications as supporting media. The AI tools used included Gamma, IlovePDF, chatPDF, and ChatGPT. The results showed significant improvements in teachers’ understanding and skills in using AI tools. Teachers were able to create AI-based learning applications aimed at enhancing interaction between teachers and students. Furthermore, teachers could reduce administrative workload and optimize resources. Thus, the use of AI can have a positive effect on the quality of learning. The implementation of AI also facilitates teachers’ work in managing administration, such as handling attendance, assessments, and lesson planning.  

This study aims to analyze user satisfaction with the Hospital Management Information System (SIMRS) implemented at Pelni Hospital using the SERVQUAL (Service Quality) method. The SERVQUAL method is used to measure Service Quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research was conducted by distributing questionnaires to 31 respondents, including patients, medical staff, and administrative staff who actively use SIMRS. The results indicate that, overall, the quality of SIMRS services at Pelni Hospital is categorized as "Good" across all dimensions measured. The reliability dimension scored the highest (4.13), indicating that the system is reliable in providing services as promised. The assurance (4.06) and empathy (3.94) dimensions also received good scores, indicating that users feel safe and well-attended while using the system. However, the responsiveness (3.77) and tangibles (3.87) dimensions showed areas for improvement, such as the speed of response to user requests and improvements in the system's physical appearance, which can affect user comfort. The conclusion of this study is that SIMRS at Pelni Hospital provides adequate and satisfactory services, but improvements in the responsiveness and tangibles aspects are necessary to enhance overall user satisfaction.

This study aims to analyze user satisfaction with the website of Zahira Media Publisher, a publishing company that has been operating since 2012. Using a descriptive analysis method and a quantitative approach, this study collected data through a questionnaire designed based on the End User Computing Satisfaction (EUCS) model. The five main variables analyzed include content, accuracy, format, ease of use, and timeliness of information. The results showed that the quality of content and the accuracy of information greatly influenced user satisfaction. In addition, the ease of use of the website is also an important factor that improves user experience. that improves user experience. Although the Zahira Media Publisher website offers a wide range of publishing services, there are some obstacles, especially in the process of registering new user accounts, which can hinder access to key features. This research provides recommendations for improvements in website design and functionality to increase user satisfaction and customer loyalty.

As part of performing the Tri Dharma of Higher Education, community service activities were carried out to implement the rejuvenation of electrical installations, additional lights, and fans in Mushola At-Taqwa Rawa Mekar Jaya, South Tangerang with collaboration between the service team and members of DkM Mushola At-Taqwa in order to improve the quality of the mushola environment. These improvement expected to support the implementation of conducive and comfortable praying. The scope of the service carried out includes rejuvenating electrical installations by replacing and fixing electrical installations. Optimizing lighting both in the main room and on the mushola terrace using LED lights so as to give an aesthetic impression and obtain energy efficiency. Adding an electric fan to increase comfort for the congregation during hot weather conditions and remain energy efficient.  In addition, a socialization on safe electrical practices was conducted, increasing the awareness of DkM members and the congregation of Mushola At-Taqwa on the correct and good electrical installation standards and their potential hazards. This study contributes to broadening the understanding of the technical and social implementation of community service activities carried out by Pamulang University in the community.