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This study aims to analyze the adaptation strategies of Ananda Sehat Karangsono Clinic in facing the competition in healthcare services in the era of the National Health Insurance (JKN). The background of this research is based on the increasingly fierce competition between healthcare facilities, both clinics and hospitals, in providing fast, efficient, and quality services according to JKN standards. The presence of the JKN program, which demands integrated, transparent, and technology-based services, encourages clinics to innovate to remain competitive and maintain operational sustainability. The research method used is descriptive qualitative with data collection techniques through in-depth interviews, participatory observation, and documentation studies. Research informants included clinic leaders, healthcare workers, and administrative staff, thus providing a comprehensive perspective on the implemented adaptation strategies. The results show that Ananda Sehat Karangsono Clinic has integrated digital technologies, such as the Mobile JKN application and WhatsApp, to speed up the registration process, verify patient data, and facilitate communication. This innovation can improve the efficiency of service flows, reduce queues, and create a better service experience for patients. In addition, the clinic emphasizes the importance of patient satisfaction by improving service quality, speed, and friendliness of healthcare workers and support staff. The adaptation strategy implemented was not limited to technological aspects, but also encompassed operational efficiency and humanistic interpersonal services. Overall, the clinic's adaptation strategy was flexible and holistic, encompassing digitalization, strengthening internal management, and developing positive patient relationships. These findings confirm that the clinic was able to maintain competitiveness and service sustainability amidst the dynamics of the National Health Insurance (JKN) and the digitalization of the healthcare system.  

This study aims to analyze the factors that affect passenger satisfaction at the airport through three main perspectives, namely: service, technology, and operations. The approach used is a literature study of ten scientific journals that discuss airport service quality from various aspects. The results of the study show that service quality, especially those covering SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and physical evidence, plays a major role in shaping service user perceptions. The technology perspective, through the implementation of self-service such as self check-in, Flight Information Display Sistem (FIDS), and digital service applications, is proven to increase efficiency and convenience, even contributing up to 96.8% to user satisfaction according to one study. Meanwhile, from an operational perspective, aspects such as queue time at check-in counters, public facilities, and accessibility to the terminal also have a significant impact on the overall passenger experience. The conclusion of this study emphasizes the importance of integration between the three perspectives in designing strategies to improve airport service quality. Suggestions are given to airport managers to continue to improve services, expand technology adoption, and reorganize operations to create a safe, comfortable, and satisfying travel experience for all service users

This study aims to analyze the factors influencing passenger satisfaction at airports through three main perspectives: service, technology, and operations. The background of this research is based on the increasing competition between airports in providing an optimal travel experience amidst the development of the aviation industry and the increasing passenger demands for service quality. This study uses a literature study approach by analyzing ten selected scientific journals that specifically discuss airport service quality from various perspectives. The results of the study indicate that the service perspective, specifically those encompassing SERVQUAL dimensions such as reliability, responsiveness, empathy, assurance, and tangibles, has a significant contribution in shaping the perception and satisfaction of airport service users. The technology perspective also plays a significant role, particularly through the implementation of self-services such as self-check-in, Flight Information Display Sistem (FIDS), e-gates, and digital service applications that simplify the travel process. One of the studies analyzed shows that the application of technology can contribute up to 96.8% to user satisfaction, indicating the significant role of digitalization in this industry. From the operational side, factors such as speed of service at the check-in counter, queue time management, completeness and cleanliness of public facilities, and ease of access to the terminal have an equally important influence. These findings underscore that passenger satisfaction is influenced not only by service quality at the point of direct interaction, but also by the smoothness of the overall operational flow. The study's conclusions emphasize the importance of integrating these three perspectives in strategic planning for airport service improvement.  

This community service activity aimed to improve administrative staff’s knowledge regarding the importance of the online queue system using the Mobile JKN Application for BPJS outpatient services at Mitra Sejati General Hospital in 2025. The method used was a quasi-experimental design with a pretest–posttest approach involving the entire population of 55 respondents selected through total sampling. The intervention was conducted through direct counseling and assistance. Data were analyzed using the Wilcoxon test with a significance level of α=0.05. The results showed an increase in good knowledge from 63.6% to 76.4% after the intervention, with a p-value of 0.035, indicating a significant difference before and after counseling. The implementation of the Mobile JKN online queue feature proved effective in reducing waiting times, increasing service transparency, and improving patient satisfaction. It is recommended that the hospital continue socialization efforts and encourage optimal use of the application to enhance healthcare service quality.

This study aims to analyze the implementation of the principle of public interest in the implementation of public services by the Population and Civil Registration Office (Disdukcapil) of Bekasi Regency, as well as to evaluate the extent to which the implementation of these principles contributes to efforts to realize people's welfare. The principle of public interest is one of the basic principles in the implementation of public services that emphasizes the fulfillment of basic rights of the community in a fair, fast, equitable, and accountable manner. This research uses a qualitative approach with a case study method, where data is collected through in-depth interviews, direct observations in the field, and documentation studies on various policies and service reports. The results of the study show that the Bekasi Regency Disdukcapil has adopted various innovations in services, such as online services, digital queue systems, the use of information technology-based applications, and increasing the transparency of service information through social media and official websites. These steps are taken to improve accessibility, efficiency, effectiveness, and community satisfaction as service recipients. However, the implementation of the principle of public interest still faces several obstacles, such as limited competent human resources (HR), uneven information technology infrastructure, and low digital literacy among certain communities, especially the elderly and people in suburban areas. This condition results in the suboptimal public service oriented to the public interest to the maximum. Therefore, continuous efforts are needed through increasing the capacity of the apparatus, the development of inclusive and adaptive public service technology, and massive education to the public to increase participation, understanding, and awareness of the available services. Thus, the public services that are carried out can really contribute to realizing the welfare of the people as a whole, equitable, and just.

Queues are a common phenomenon and are often encountered in various aspects of daily life, especially in places that provide public services. One of the places that is inseparable from the queue problem is Indomaret Jimbaran, Bali. The large number of buyers who send data to Indomaret Jimbaran during peak hours causes the queue rate to be high. This is due to the limited number of service facilities and the time provided to serve each visitor is limited so that the cashier cannot serve buyers optimally. Therefore, the researcher is interested in researching whether the service facilities provided by Indomaret Jimbaran are effective and efficient so that they can satisfy customers.Using the Kolmogorov-Smirnov test, it was found that the appropriate distribution for the interarrival time of customers is the Gamma distribution, while the service time follows the 3-parameter Weibull distribution. The queueing model used is . The results show that having three cashiers is sufficient to handle the level of customer traffic at Indomaret Jimbaran retail store.

The Message Queue Telementary Transport (MQTT) protocol is able to adjust the sending and receiving of messages to monitor in accordance with the user's preferences because the sending and receiving of messages is topic based on a specified topic, making it necessary to routinely monitor the condition of patients who have been diagnosed with heart problems from a distance. With the aim to perform a Quality of Service (QoS) analysis with throughput, delay, and packet loss parameters using Unshielded Twisted Pair internet transmission media (UTP) and Wireless, the goal of this research is to design and implement (MQTT) a heart rate monitoring device with an EKG module as a sensor and ESP32 as a microcontroller. On the Ubidots website, EKG signals are transmitted over the internet and shown in real time. QoS analysis is performed using the Wireshark application. Data was collected on two scenarios at intervals of 30 minutes, 1 hour, 2 hours, 5 hours, 8 hours, 12 hours, 18 hours, and 23 hours. The throughput, latency, and packet loss metrics used in this study's results cause different value variations; these are influenced by the weather, internet bandwidth, computer, and router specifications. According to testing, the tool is portable and has a 3000mAh battery, but it has the restriction that it can only be used with reliable internet and bandwidth.

Manual queuing systems at barbershops often lead to inefficiencies, such as long lines and recording errors, which can result in customer dissatisfaction. This research aims to design and implement a ticket-based queuing system similar to those used in banks. In this system, customers take a ticket number and are called according to the number they took. Methods used in this study include a user needs analysis to understand customer expectations and problems and system design using flowcharts and the Unified Modeling Language (UML) to visualize system processes and interactions. The system was implemented using a Raspberry Pi as the main controller and a thermal printer to print queue tickets. Results showed that the new system reduced customer waiting time by 40%, compared to the previous manual system. Additionally, a user satisfaction survey revealed a significant improvement, with 85% of customers expressing greater satisfaction with their queuing experience. In conclusion, the ticket-based queuing system effectively optimized barbershop operations, improved service efficiency, and provided a better customer experience. This research is expected to serve as a reference for other barbershops looking to improve their queuing systems and provide better service.

Proses antrean manual di barbershop seperti APE Vabercaf sering menimbulkan ketidakteraturan, antrian tidak tertata, dan kesulitan manajemen dalam memantau layanan. Penelitian ini bertujuan mengembangkan sistem antrean digital berbasis web untuk meningkatkan efisiensi pelayanan dan kenyamanan pelanggan. Sistem dibangun menggunakan framework CodeIgniter 4 dan basis data MySQL, serta dikembangkan melalui metode Waterfall yang mencakup analisis kebutuhan, desain, implementasi, dan pengujian. Fitur utama sistem meliputi nomor antrean otomatis, pemanggilan digital berbasis visual dan suara, pencatatan transaksi, pencetakan struk menggunakan printer thermal POS, serta laporan transaksi harian dan bulanan. Sistem juga mendukung dua peran pengguna, yaitu owner dan staff, dengan hak akses berbeda. Hasil pengujian menggunakan metode Blackbox menunjukkan bahwa seluruh fungsi sistem berjalan sesuai kebutuhan pengguna. Sistem ini mampu menggantikan proses antrean manual dengan sistem digital yang lebih tertib, cepat, dan informatif, serta membantu pemilik usaha dalam pengambilan keputusan berbasis data. Dengan demikian, sistem ini menjadi solusi tepat untuk modernisasi layanan antrean di sektor barbershop.

The digital transformation in education has encouraged the adoption of computer-based tests (CBT) using video content, which demands stable and efficient network performance. This study aims to evaluate the performance of two queue management algorithms, namely Random Early Detection (RED) and Per Connection Queue (PCQ), in maintaining the quality of service (QoS) of school networks during online video-based examinations. A case study approach was applied using a real network topology in a school environment, and QoS parameters such as throughput, delay, packet loss, and jitter were measured. The implementation was conducted using a MikroTik RB450Gx4 router configured with simple queue settings for each algorithm. The results show that PCQ provides more consistent performance under high user loads, achieving an average throughput of 56,482 bps and lower delay compared to RED. Conversely, RED performs better in scenarios with a small number of users. The study recommends using PCQ for networks with dynamic and dense user environments, while RED is more suitable for low-traffic conditions where latency stability is crucial. These findings offer practical guidance for managing bandwidth and improving the quality of CBT delivery in educational settings.

This study discusses the implementation and impact of the Sipenduk Online system in Dasun Village as part of the digital transformation of population administration services. The purpose of this system is to accelerate and improve the accessibility of public services at the village level. In the era of e-government, this system is a response to various challenges of conventional services such as long queues, slow processes, and geographical barriers. The research method used is qualitative, with data collection techniques through in-depth interviews and direct observation. The results of the study show that Sipenduk Online has a positive impact, such as the efficiency of the administrative process, increased transparency, and ease of access to services without the need for physical presence. The real-time application tracking feature also increases public trust in the system. In addition, the flexibility of time in submitting documents is very helpful for residents with limited mobility. However, several challenges are still encountered, including limited internet infrastructure, low digital literacy among the elderly, and technical glitches in the notification feature. Therefore, it requires upgrading of technological infrastructure, community training, and sustainable system development. Support from the village government and active participation of the community are the keys to the success of this system. The study concludes that the digitalization of public administration in villages can encourage the creation of more responsive and inclusive governance, while contributing to improved service quality, data accuracy, and better development planning.

At Mie Gacoan Jimbaran, there are two payment service units operating under a single queue line, which often leads to customer congestion during peak hours. This study aims to evaluate the most appropriate non-Poisson queueing model, assess the performance of the existing queueing system, and determine the optimal number of cashiers (servers) to enhance service efficiency at Mie Gacoan Jimbaran.The observation was conducted at Mie Gacoan Jimbaran, located in Badung, Bali, on Saturday, November 18, 2023, over a period of one hour and fifteen minutes. Based on the results of the queueing model analysis and system performance evaluation, the customer arrival rate was found to be two persons per minute, with a service rate of three persons per minute. Furthermore, the average number of customers in the system and in the queue was two individuals, respectively. The probability of the cashiers being idle was recorded at 71.28%, with an average customer waiting time of 0.7696 minutes in the queue and 1.1829 minutes within the entire system.

ABSTRACT Information services on campus are often delayed due to reliance on staff, resulting in long queues and inefficient waiting times. This study aims to design and develop a robotic interaction system based on speech recognition and Natural Language Processing (NLP), equipped with a virtual button as an alternative activation method. The system allows users to interact with the robot using voice, while the virtual button provides an additional option for users who are more comfortable with touch-based interaction. The research method employed is prototype development, which includes the design, implementation, and evaluation of the system. Testing was conducted to assess the effectiveness of the system in delivering information services quickly and accurately. The results show that the developed system can enhance service efficiency, reduce dependence on staff, and facilitate faster and more practical interactions between users and the robot. This study is expected to contribute to the development of technology-based public service systems, especially in the campus environment. Keywords: robotic interaction, speech recognition, NLP, virtual button, public service

Digital outpatient services are an important alternative in providing fast, efficient, and affordable health services, especially after the COVID-19 pandemic. However, this system change requires an active role from Health Care Administrators in designing strategies that can maintain and improve patient satisfaction. This article aims to analyze how the role of health administrators in developing technology-based quality management strategies to optimize patient experience in digital services. This study uses a qualitative approach with literature studies and analysis of digital outpatient service policies. The results of the study indicate that the success of increasing the patient satisfaction index depends on the administrator's ability to design effective digital communication strategies, virtual queue management, digital HR training, and strengthening online feedback systems. The involvement of administrators in strategic decision-making also makes a major contribution to improving service quality. The main recommendation of this study is the need to strengthen the capacity of health administrators in aspects of information technology, digital risk management, and patient engagement. With this strategic role, health administrators are at the forefront of the transformation of digital health services in the future.

This paper is to determine the Role of PBM Wahana Intradermaga Niaga in the Dry Bulk Unloading Process at PT. Pelabuhan Belawan. Unloading activities are activities to unload goods from the ship's hold to the dock in the ship's hull or vice versa (stevedoring), activities to move goods from the dock using a conveyor to the warehouse/stacking yard or vice versa (cargodoring) and activities to pick up goods from the warehouse/yard carried onto a truck or vice versa (receiving/delivery). A dry bulk carrier is a ship specifically designed to be able to transport various dry bulk loads. In the distribution of dry bulk cargo there is an unloading process. Unloading aims to lower and raise goods from the ship to the port or vice versa. And in supporting this goal requires unloading equipment. The unloading equipment in question comes from the port. In carrying out the unloading process, MV. S Grace has obstacles in carrying out unloading. So that the purpose of unloading is not achieved optimally. Therefore, an analysis is needed to determine the factors that inhibit the productivity of dry bulk unloading so that unloading activities can run optimally. From the results of reading and observing this paper, the author states that the implementation of unloading has inhibiting factors, namely external factors. Crane breakdown and bad weather are inhibiting factors in the dry bulk unloading process. Based on these factors, it has an impact on unloading delays that are not according to schedule and increase ship queues. Therefore, the author suggests that port operators or ship crews carry out routine maintenance on the equipment used for loading and unloading so that dry bulk loading and unloading can run optimally. This paper uses the field research method and the library research method (data collection from the library).  

The rapid increase in Ro-Ro (Roll-On/Roll-Off) vessel and vehicle traffic at Tanjung Perak Port, Surabaya, has exposed critical inefficiencies in port operations, particularly at key berths such as Jamrud Utara and Jamrud Selatan. These inefficiencies manifest as prolonged queuing times for Ro-Ro vessels and land-based vehicle congestion, leading to delays in cargo handling and increased operational costs. This study aims to evaluate the operational performance of Ro-Ro terminals based on queue time indicators for both Ro-Ro vessels and vehicles. Employing a quantitative descriptive approach, the research integrates the M/M/c queuing model and Fishbone Diagram analysis to identify systemic causes of operational delays and overcapacity. The study reveals that berth utilization rates exceed 75%, indicating saturation, while limited buffer zones and disorganized traffic flow exacerbate vehicle queues. As a case study, the findings offer data-driven insights and practical recommendations, including schedule optimization, dedicated traffic lanes, and infrastructural upgrades to mitigate congestion. The proposed framework not only enhances service efficiency at the port but also contributes to broader logistics performance in Eastern Indonesia. By combining classical queuing theory with root cause analysis, this research introduces a methodological synergy that can be replicated across other Ro-Ro terminals facing similar challenges. The findings underscore the urgent need for integrated port traffic management and infrastructural adaptability in response to growing maritime logistics demands.

This study analyzes the application of collaborative governance in overcoming the phenomenon of overcrowding of visitors and its impact on environmental security at Kaimana Hospital, West Papua. The background of the research is based on the imbalance in the capacity of hospital infrastructure (serving 65,490 people) with the high number of visits, exacerbated by the habit of the community transporting patients en masse and the massive use of JKN services. The descriptive qualitative method is used with data collection techniques through semi-structured interviews, observations, and visual documentation. The analysis refers to the theory of Ansell and Gash (2008) which includes starting conditions, institutional design, facilitative leadership, collaborative process, and outcome. The results of the study show that efforts such as limiting visiting hours and the construction of halfway houses are not optimal due to less participatory policy design, lack of structured dialogue between stakeholders, and top-down leadership. Overcrowding is triggered by narrow waiting rooms, limited facilities, and the disintegration of the queue system. Despite collaborative initiatives, the results are still partial due to weak cross-sector coordination and low community participation. Strategic suggestions include infrastructure improvement, the development of an integrated digital queuing system, intensive socialization, and the formation of collaborative teams across sectors (RSUD, government, TNI/POLRI, and the community). Conflict management training, periodic evaluation, and participatory leadership approaches are also needed to create sustainable service transformation. This study emphasizes that inclusive and transparent collaboration is the key to overcoming overcrowding and strengthening the safety of the hospital environment.

This study examines administrative innovations in immigration services, including e-visa systems, biometric-based autogates, online queue management, and foreigner monitoring dashboards. The findings reveal that these innovations improve service speed, transparency, accountability, and public satisfaction. However, challenges such as limited human resource competencies, ICT infrastructure gaps, data security concerns, and bureaucratic resistance hinder implementation. The study also compares best practices from several advanced countries as references for reform. Recommendations focus on strengthening human resources, infrastructure, data security, and change management to sustain digital transformation in immigration services. Further research is suggested to explore socio-economic impacts and emerging technologies in the context of immigration service delivery.

Registration counter services as the main gateway for patient interaction with hospitals play a crucial role in shaping public perception of the quality of health services. However, Kaimana Hospital faces challenges such as long queues, limited physical facilities, and reliance on coordination between units, which have the potential to reduce patient satisfaction. This study aims to analyze the gap between patients' expectations and perceptions of the quality of registration counter services using the SERVQUAL model, focusing on five dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness (responsiveness). The qualitative-descriptive method is applied through direct observation during the workday, semi-structured interviews and analysis of secondary documents. The results of the study showed that officers were considered competent in providing Assurance information  and showed spontaneous empathy for the Empathy vulnerable group. However, the Reliability  dimension is hampered by long queues and reliance on the availability of medical personnel, while Tangibles is limited to physical facilities that are less adaptive during visitor density. Responsiveness is also influenced by fluctuations in the number of patients and coordination between units that are not optimal. The main gap lies in the absence of a digital queuing system, structured inclusive protocols, and standardization of officer competencies. Strategic recommendations include certification-based HR training, integration of digital queue technology, infrastructure optimization, and strengthening operational coordination. This research emphasizes the importance of a holistic approach to create an inclusive, efficient, and sustainable service ecosystem, as well as a reference for regional hospitals in improving the quality of services based on the SERVQUAL model.  

Terminals serve as transportation nodes that play a vital role in supporting community mobility and urban economic activities. As the capital city of Papua Province with a population of 420,577 inhabitants, Jayapura City requires an efficient transportation system to support increasingly dynamic social and economic activities. Entrop Terminal, as a Type A Terminal and the main transportation hub of Jayapura City, serves various transportation modes ranging from inter-city inter-provincial transport, cross-border transport, intra-provincial inter-city transport, urban transport, to rural transport. However, there is a significant problem where users prefer to wait for public transportation outside the terminal due to long queues inside the terminal, creating a shadow terminal phenomenon. This research aims to evaluate the facilities available at Entrop Type A Terminal in relation to the quality of services provided to users. This evaluation is important to identify facility and service deficiencies that cause users to be reluctant to use the terminal optimally. The research results are expected to provide recommendations for facility improvements and service quality enhancement at Entrop Terminal, so that it can function optimally as the main transportation hub and reduce the shadow terminal problems occurring in Jayapura City.