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The National Health Insurance Program (Jaminan Kesehatan Nasional or JKN) is a government initiative aimed at ensuring equitable, accessible, and affordable healthcare services for all Indonesian citizens. Since its implementation in 2014, the program has covered more than 90% of the population; however, several challenges remain, particularly concerning the quality of services at primary healthcare facilities such as community health centers (puskesmas). This study aims to analyze the quality of JKN services at the Cengkareng Public Health Center, West Jakarta, using the five dimensions of service quality proposed by Parasuraman: tangibles, reliability, responsiveness, assurance, and empathy. The research employed a descriptive qualitative method through in-depth interviews, direct observations, and document analysis involving healthcare workers and JKN patients. The findings indicate that the overall service quality at Puskesmas Cengkareng remains suboptimal. The tangibles and assurance dimensions are relatively good, while reliability, responsiveness, and empathy are still lacking. Major complaints include long waiting times, poor doctor–patient communication, and unfriendly staff attitudes. These findings highlight the need for improving human resource professionalism, strengthening service management systems, and conducting periodic evaluations to enhance the overall quality and patient satisfaction among JKN participants.  

This study analyzes customer attrition in barbershops through the application of the 4P marketing mix, which includes Product, Price, Place, and Promotion. The research was conducted using a questionnaire distributed to 30 barbershop customers, which aimed to assess their level of satisfaction regarding each element of the marketing mix. The findings revealed that while customers were generally satisfied with the quality of the haircuts and the cleanliness of the tools, there was an important demand for improvement in the quality and variety of additional products offered. The pricing strategy was considered affordable by most customers; however, some expressed dissatisfaction, indicating the need for better communication regarding the value of the services provided. Demographic analysis showed that the majority of respondents were young adults aged 18-25, highlighting a specific target market for barbershops. Overall, this study emphasizes the importance of effectively implementing the marketing mix to improve customer retention and satisfaction in the barbershop industry.

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.

In an increasingly competitive business world with ever-increasing customer demands for the quality of services and goods, customer satisfaction and loyalty have emerged as crucial issues in today's marketing management. Under such conditions, business entities must identify the key elements that shape satisfaction and how these contribute to building customer loyalty. This paper aims to examine the nature of study results on the determinants of satisfaction and loyalty through an evaluation of several recent empirical studies. Two key questions are addressed: which elements most strongly influence customer satisfaction, and what is the intermediary function of satisfaction in explaining the relationship between marketing variables such as service quality, cost, brand image, and trust with customer loyalty. The technique employed is a qualitative literature review through a search of articles using Google Scholar and Publish or Perish (PoP). Key terms used include customer satisfaction, customer loyalty, service quality, and trust. Of the 50 articles found in the initial phase, 15 met the inclusion standards and were thoroughly reviewed. The evaluation findings reveal three dominant patterns: service and product quality are the most stable factors driving satisfaction; cost and brand image serve as supporting factors; and trust acts as an important intermediary variable. This evaluation confirms that customer satisfaction is a key component in strengthening loyalty. Future studies are recommended to expand the scope of business sectors, use a more comprehensive structural framework, and utilize a wider variety of methodological techniques.

This study aims to analyze the critical role of leadership in improving employee motivation at Arabela Beauty Salon in Sikka Regency. The problems identified include employees who still lack enthusiasm in their work, low discipline, and limited initiative in providing service to customers, which affects overall service quality. This research employs a descriptive qualitative approach, using data collection techniques such as interviews, observations, and documentation. The results indicate that leadership at Arabela Beauty Salon plays a significant role in enhancing employee motivation by providing clear direction, maintaining open communication, and offering attention as well as support to employees. However, the reward system and performance evaluation processes still need improvement to further encourage employees in achieving optimal service targets and high-quality outcomes. Thus, the application of an effective, participative leadership style can significantly improve employee motivation, which in turn leads to better service delivery and increased customer satisfaction.

The disparity in the quality of rehabilitation services across regional work units presents a significant challenge to effective public management. This study aims to bridge the gap between problem diagnosis and policy prediction by proposing a hybrid, data-driven approach. We integrate K-Means Clustering to map the current state of service quality and Stochastic Simulation to predict the impact of strategic interventions. Using the 2024 Public Satisfaction Index (IKM) dataset from the National Narcotics Agency (BNN), the K-Means algorithm initially identified 26 work units (15.7%) in the "Red Zone" (critical performance), highlighting urgent areas for improvement. Next, a stochastic simulation modeling a "Directed Priority Intervention" scenario was run. The results predicted a significant structural shift in the distribution of service quality, characterized by an 80.8% decrease in critical units (down to 5 units) and a 71.8% increase in excellent performing units (up to 67 units). These findings validate that the integration of clustering and simulation provides a comprehensive framework for evidence-based decision-making, enabling policymakers to optimize resource allocation and efficiently accelerate national service standardization.

The advancement of information technology has transformed consumption patterns, including shopping activities that have increasingly shifted to digital platforms or e-commerce. Bukalapak, as one of the early players in this industry, is currently facing challenges in the form of declining market share and user complaints related to digital service quality (e-service quality). This research aims to analyze the effect of electronic service quality on consumer loyalty (e-loyalty), with electronic satisfaction (e-satisfaction) as a mediating variable among Bukalapak users in Denpasar City. The sampling technique employed a non-probability sampling method with a purposive sampling approach, and the number of samples was determined based on the number of indicators used. The research findings indicate that electronic service quality has a positive and significant effect on both user satisfaction and user loyalty. Electronic satisfaction is also proven to significantly affect user loyalty and serves as a partial mediator in the relationship between service quality and loyalty. These findings affirm that improving the quality of digital services can enhance customer satisfaction and ultimately build loyalty toward the Bukalapak platform

Changes in the lifestyles of the younger generation in Padang City have significantly contributed to the growth of the culinary and entertainment sectors, especially in services for birthday celebrations and small banquets presented in aesthetic and personalized packages. In this highly competitive culinary business, a strong branding strategy is essential for building a recognizable brand image and attracting consumers. Improving product quality and quantity, diversifying offerings, and providing a wide variety of products are critical for creating added value and expanding market share. Equally important, effective promotion enables companies to communicate with consumers, influence purchasing decisions, and strengthen brand loyalty. The general equilibrium concept offers a framework to understand how interconnected markets respond to changes in supply, demand, and consumer preferences, highlighting the need for businesses to continuously evaluate and adapt their strategies. This study emphasizes that success in Padang City’s bakery and culinary service industry depends on the integration of branding strategies, ongoing product development, and targeted promotional efforts, ensuring competitiveness, customer satisfaction, and sustainable business growth.

Although Experience Quality has been extensively researched, comprehensive studies remain limited. This research aims to conduct a Systematic Literature Review (SLR) and bibliometric analysis of existing empirical work on Experience Quality. The methodology used is SLR, with data collected from the Scopus database using the search term "Experience Quality" in the title, abstract, and keywords. This search yielded 1,297 publications from 1965 to 2025 (evaluated on October 24, 2025). The data were analyzed bibliometrically using VOSviewer. The findings confirm that experience quality has a significant effect on brand perception and customer satisfaction, which consequently impacts customer loyalty. Practically, this implies that brand and service managers must treat experience quality as a strategic variable, as good products or services alone are insufficient for long-term loyalty. Socially, positive experiences are shown to strengthen social networks, increase community involvement, and promote inclusion. This research is limited by its reliance solely on the Scopus database; future research should integrate additional databases, such as Web of Science, for broader generalization. Despite the global development of this topic, in-depth, structured studies are scarce. This research is valuable and original as it provides a comprehensive summary and a research roadmap through SLR and bibliometric analysis.

This study aims to analyze and explain in greater detail the influence of service quality in managing the Business Identification Number (NIB) through the Online Single Submission (OSS) system on public satisfaction at the Investment and One-Stop Integrated Service Office (DPMPTSP) of Gresik Regency. A quantitative research method was employed, using a structured survey design and distributing questionnaires to 105 respondents who had directly utilized and experienced the OSS service. Service quality was measured using the SERVQUAL dimensions tangible, reliability, responsiveness, assurance, and empathy while public satisfaction was assessed based on indicators derived from the Regulation of the Minister of Administrative and Bureaucratic Reform No. 14 of 2017. The collected data were analyzed using simple linear regression to identify the extent of the relationship between variables. The results indicate that service quality has a positive and significant effect on public satisfaction. This means that better, more consistent service quality will increase user satisfaction. The findings confirm that strengthening service quality is essential for improving overall public service performance, especially in digital-based licensing systems.

This research aims to explore the role of service excellence in enhancing consumer loyalty in culinary MSMEs, with a case study at RM Kamang Jaya in Medan City. In facing intense competition in the food industry, excellent service becomes an important strategy to maintain and expand the customer base. A qualitative approach with a case study method was employed to deeply examine customer experiences, perceptions, and service practices through interviews, observations, and documentation. The findings show that the consistent application of service standards, friendly attitudes of staff, and attention to detail in service delivery greatly contribute to customer satisfaction and loyalty. Good service has been proven to encourage repeat orders, create positive experiences, and enhance word-of-mouth promotion. Despite some technical obstacles, such as order errors or menu limitations, the quick response and professional attitude of employees were able to minimize their impact. These findings confirm that service excellence not only meets the functional needs of consumers but also builds emotional attachment, which becomes the foundation of long-term loyalty. The implications of this research are significant for other MSME actors in designing superior service strategies to face increasingly complex business competition.

This study aims to analyze the implementation of Total Quality Management (TQM) in improving service quality at KPUD Tani Wilis, particularly in the supply and distribution of livestock feed. The research employs a descriptive qualitative approach with data collected through in-depth interviews and direct observations involving cooperative management, employees, and customers. Data were analyzed using an interactive model consisting of data reduction, data display, and conclusion drawing. The findings indicate that TQM implementation has been relatively effective, reflected through three key components: customer value strategy, organizational systems, and continuous quality improvement. Services are perceived as responsive, polite, and informative, supported by adequate delivery facilities. The main challenge lies in occasional delays in feed delivery caused by weather conditions, which affect customer perceptions of reliability. Overall, TQM contributes positively to service quality, customer satisfaction, and operational effectiveness, although further improvements in risk management and service consistency are needed to achieve optimal quality.

This study conducts a Systematic Literature Review (SLR) to examine how key dimensions of digital service quality—namely system quality, ease of use, perceived value, and payment availability—shape customer loyalty among Generation Z culinary consumers, with customer satisfaction functioning as the mediating variable. Bibliometric mapping reveals that previous studies have predominantly focused on Millennials and Gen Y and have emphasized traditional service quality rather than digital service performance, indicating a significant research gap in Gen Z–specific digital consumption behavior. The SLR findings show that fast, secure, stable, and user-friendly digital systems strongly influence perceived value and user satisfaction, while the availability of digital payments such as QRIS and e-wallets enhances seamless transactional experiences. Customer satisfaction emerges as the primary psychological mechanism mediating the relationship between digital service quality and Gen Z loyalty, reflected in repeat purchases, positive word of mouth, and emotional attachment to digital culinary platforms. This study contributes theoretically by addressing existing research gaps and proposing a conceptual model of Gen Z loyalty grounded in digital experience.

This study aims to analyze the concept of modern governance in public service delivery using a descriptive qualitative approach through an extensive literature review. Modern governance is understood as a governance model that emphasizes collaboration, transparency, adaptability, and the involvement of multiple actors within policy networks. The data were collected from books, journal articles, international institutional documents, and previous research relevant to governance and public administration. The findings indicate that modern governance significantly contributes to improving public service effectiveness, particularly through digital innovation, data integration, and collaborative mechanisms between government institutions and citizens. Several case studies—such as public service innovations in Surabaya, Surakarta, and various village administrations—demonstrate that this model can accelerate service processes and enhance public satisfaction. However, the implementation of modern governance still faces challenges, including limited resources, rigid bureaucratic culture, low public participation, and the inconsistent application of good governance principles. This study concludes that modern governance holds substantial potential to strengthen the quality of public services in Indonesia, yet requires strong governmental commitment, technological readiness, and active community involvement to be effectively implemented.

This study aims to analyze the quality of notarial services in the drafting of sale and purchase deeds at the Office of Notary–PPAT Pramudita Kartikasari, S.H., M.Kn., with a focus on factors influencing client satisfaction. The research background is grounded in the essential role of notaries in ensuring legal certainty in land transactions, which requires services that are prompt, transparent, and professional. The research employed a descriptive qualitative approach through in-depth interviews, observation, and documentation, analyzed using Miles and Huberman’s interactive model. The findings indicate that service quality can be explained through the five SERVQUAL dimensions. In terms of tangibles, physical facilities were considered adequate, although the waiting area and technological equipment remained limited. The reliability dimension showed that deeds produced were legally valid and accurate, yet completion time was not always consistent. Responsiveness was generally satisfactory, though online responses were less prompt. Assurance emerged as the main strength, as the notary was able to provide legal certainty, clear explanations, and professional conduct, while empathy was reflected through attentiveness, flexibility, and personalized care for clients. Assurance and empathy were found to be dominant in enhancing satisfaction, whereas tangibles, reliability, and responsiveness require improvement. The study implies the need for facility improvements, better time management, and standardized communication, while maintaining legal certainty and empathy as the core values of notarial service.

This study analyzes performance measurement frameworks and accountability mechanisms in public service delivery through a comprehensive literature review of studies published between 2015 and 2025. Although models such as the 3E (economy, efficiency, effectiveness) and IOO (input–output–outcome) frameworks are widely used in public administration, evidence indicates that their implementation often falls short due to data limitations, bureaucratic resistance, and limited utilization of performance results in decision-making. The literature also highlights a persistent gap between theoretical performance frameworks and actual public service practices, particularly in capturing service quality and meaningful outcomes for citizens. Recent studies emphasize that citizen satisfaction and public perception are essential indicators that must be integrated into contemporary performance measurement systems. This study concludes that performance measurement and accountability are interdependent mechanisms that require strengthened organizational capacity, relevant indicators, and a culture of evidence-based improvement to enhance public service quality.

Total Quality Management (TQM) in education has become an important issue in line with increasing societal demands for quality educational services and student satisfaction. Improving educational quality not only depends on the curriculum but also on the effective implementation of quality management principles in educational institutions, including secondary schools, universities, and Islamic boarding schools. This article aims to provide a literature review on the concept, implementation, and impact of quality management on customer satisfaction in the context of Islamic education, addressing two research questions: (1) How are the concepts and practices of quality management implemented? and (2) What are the drivers and barriers to successful implementation?. The method employed is a qualitative literature review, with scholarly articles retrieved from Google Scholar and Publish or Perish (PoP) using the keyword “integrated quality management in education.” The search focused on publications from 2020 to 2025, yielding 30 initial articles. After screening and selecting based on relevance and focus on customer satisfaction, 5 main articles were analyzed in depth. The review revealed three main trends: (1) implementation of integrated quality management enhances service quality and student satisfaction; (2) leadership and curriculum management are key factors for success; and (3) continuous evaluation strategies and staff competency development promote stakeholder satisfaction. In conclusion, systematic quality management in education positively impacts customer satisfaction, and further research is needed to conduct comparative studies across institutions and to explore the integration of digital quality management systems.

Fitness center is a business or service center that provides sports services and sports facilities for its customers. The level of member satisfaction can be seen from the quality of service provided. With the professionalism provided by personal trainers, members will have their own interest in the services and ethics that personal trainers do. This study aims to determine the level of member satisfaction with the professionalism provided by personal trainers at ATLAS CLUB SPORT Surabaya. This type of research is presented using a descriptive quantitative research method with a survey approach, where the questionnaire instrument is used as support for data collection. This study uses the Servqual method to measure the level of professionalism provided by personal trainers to members. This method includes several aspects, namely tangibles, reliability, responsiveness, assurance, and empathy which are used to measure the professionalism of personal trainers. The study population was members who used personal trainer services totaling 100 people, and a sample of 25 people taken using the purposive sampling method. The results of this study indicate that the tangible aspect and the responsiveness aspect received the highest scores, namely 88% and 87%. Meanwhile, the aspects of reliability, assurance, and empathy each received a score of 86%. With the results obtained, it shows that the personal trainer of ATLAS SPORT CLUB Surabaya has provided professional quality, very satisfying service and also understands what members need.

Response time refers to the speed of nurses in providing initial responses to patients, measured from the moment patients arrive at the hospital entrance until they receive medical attention from emergency room staff. Patient satisfaction is an important indicator of healthcare quality, reflecting the comparison between patient expectations and the services received. This study passed the ethical review process with approval number 66/EC-LPPM/UWHS/IV-2025 and used a quantitative correlational design with a cross-sectional approach. The sampling technique applied purposive sampling involving 197 respondents. Data were collected using a nurse response time observation sheet and a patient satisfaction questionnaire that had undergone validity and reliability testing. The validity test using the Pearson Product Moment method showed that the calculated r value was greater than the r table value of 0.361, indicating that all questionnaire items were valid. The reliability test using Cronbach’s alpha produced a coefficient value of 0.855, confirming that the instrument was reliable. Data analysis used univariate and bivariate analysis with the Spearman’s rho test. The results showed that nurse response time was categorized as fast (≤ 5 minutes) for 177 respondents (89.8%). Patient satisfaction levels showed that 177 respondents (89.8%) were very satisfied, 10 respondents (5.1%) were satisfied, and 10 respondents (5.1%) were moderately satisfied. The Spearman Rank test produced a p-value of 0.000 (<0.05) with a correlation coefficient of 0.893, indicating a strong and positive relationship between nurse response time and patient satisfaction in the Emergency Room of Charlie Hospital Kendal.

The rapid advancement of information technology has increased the adoption of digital service applications, including AxisNet as Axis’s official platform for purchasing data packages, checking balances, and accessing promotional features. However, varying levels of user satisfaction particularly among users in Purwokerto highlight the need for a comprehensive evaluation of the application's service quality. This study aims to measure user satisfaction with AxisNet by applying the End User Computing Satisfaction (EUCS) model, which consists of five key dimensions: content, accuracy, format, timeliness, and ease of use. Data were collected from 114 respondents through a structured questionnaire and analyzed using IBM SPSS, including validity testing, reliability testing, and simultaneous testing. The results indicate that all instruments are valid and reliable. Simultaneously, the five EUCS dimensions significantly influence user satisfaction. Partially, the dimensions of content, accuracy, timeliness, and ease of use demonstrate a positive effect, while the format dimension shows a negative effect, suggesting that improvements are needed in the application's visual design. These findings provide empirical insight into the factors shaping user satisfaction with AxisNet and serve as a strategic reference for enhancing the quality and effectiveness of digital service applications.