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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.

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.

This Electronic Medical Record is a digital version of a medical record, the same as a paper-based manual medical record, this electronic medical record also contains information regarding health history, diagnoses, laboratory results, examination notes, medications given, medical procedures, and other data. relevant to the patient's health condition. It is hoped that the implementation of Electronic Medical Records can increase the efficiency of BPJS claims and improve the quality of service. Therefore, this study aims to analyze the use of RME using the Delone and Mclean method. The Delone and Mclean method is an information system quality evaluation framework that includes six dimensions, namely information system quality, information quality, service quality, use quality, user satisfaction, and user impact. In this study, we apply this method to analyze the quality of RME management. This research uses a quantitative approach by collecting data through questionnaires distributed to RME users in hospitals. The questionnaire measures user perceptions of information system quality, information quality, service quality, use quality, user satisfaction, and impact of using RME. The results of this research are expected to provide better insight into the use of RME in the context of work efficiency. The findings of this research will provide input for RME developers to improve the quality of information systems, the quality of information, and the quality of services provided to users. Apart from that, this research also contributes to theory and research in the field of information systems by applying the Delone and Mclean method in the context of RME management.

This study aims to evaluate the level of user satisfaction with the website of SMAN 1 Wangon by applying the End User Computing Satisfaction (EUCS) method. This method assesses user satisfaction based on five main dimensions: system quality, information quality, service quality, end user, and individual benefits. Data collection was conducted through questionnaires distributed to students, teachers, and administrative staff. The results of the analysis show that overall user satisfaction is in a good category, although there are some aspects that need to be improved, especially in terms of information and service quality. This research is expected to provide suggestions for further development of the school website, in order to improve user experience and support the learning process.

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 inventory management application for Regional-Owned Assets (BMD) at SMK Negeri 17 Jakarta using the SERVQUAL method. The application was implemented to enhance asset management efficiency, but challenges such as data inaccuracies and limited user skills hinder its effectiveness. The SERVQUAL method evaluates five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy, by measuring the gap between user expectations and perceptions. The findings reveal that all service quality dimensions have negative GAP values, particularly in reliability and tangibles, indicating that the application has not fully met user expectations. Therefore, improvements in system reliability, application design, and technical training are essential to optimize the use of the application for effective asset management in the school.

This study aims to analyze the quality of internet service at CV. Asri Jaya Mandiri using the Quality of Service (QoS) and SERVQUAL methods. QoS measures network performance based on parameters such as throughput, delay, jitter, and packet loss, while SERVQUAL evaluates employees' perceptions and expectations across five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The analysis reveals significant gaps, particularly in reliability and empathy, with unstable connections and inadequate access speed being the primary issues. To improve Service Quality, the study recommends infrastructure upgrades, increased bandwidth, and enhanced communication within the IT team. Implementing these measures is expected to ensure smooth operations, improve employee satisfaction, and enhance the company’s competitiveness.

This study aims to analyze user satisfaction with the PLN Mobile application using the Service Quality (SERVQUAL) method. PLN Mobile is a digital innovation from PLN, offering services such as electricity payment, token purchase, and e-commerce for electrical equipment. The SERVQUAL method assesses the gap between customers' expectations and perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data collection involved questionnaires focusing on users' perceptions and expectations, complemented by direct observations of user interactions with the application. The findings reveal negative gaps across all Service Quality dimensions, indicating that customer perceptions fell short of their expectations. The largest gap was identified in the assurance dimension (-23.2), followed by responsiveness (-16.88). The tangibles dimension also showed significant shortcomings (-8.48), mainly concerning the application's interface and functionality. While the application performed relatively well in terms of reliability and responsiveness, substantial improvements are needed across all dimensions to enhance user satisfaction. These results offer strategic insights for improving PLN Mobile to become more responsive, reliable, and aligned with user needs in the future.

This study aims to analyze student satisfaction with the administrative services of the Finance Department at STMIK Widuri, utilizing the SERVQUAL method. Effective administrative services are crucial for supporting the quality of higher education and the institution's reputation. Through a questionnaire designed based on the five dimensions of SERVQUAL reliability, responsiveness, assurance, empathy, and tangible evidence data were collected from active students. The analysis results are expected to identify areas for improvement in financial services and provide concrete recommendations to enhance service quality. This research aims to offer insights for decision-makers at STMIK Widuri to improve the efficiency and effectiveness of financial services while meeting student needs. Additionally, the findings are anticipated to enhance STMIK Widuri's image as a responsive institution towards student requirements. The study also emphasizes the importance of understanding student expectations in efforts to improve service quality in higher education.

One topic that is often discussed in marketing management is service quality. Service quality is an indicator of the service provided by the service provider to the service recipient. Service quality is also an early indicator of customer satisfaction. The aim of this research is to find out what types of service sectors have been researched in the marketing sector, especially service quality in Serang City. This service quality research method uses qualitative methods originating from journals that have been previously researched with research questions including year of publication, field of service studied, dimensions of service quality used, and research methods. It is hoped that the results of this research can intensify research in Serang City, especially service quality related to marketing management. Considering the limited data available and the breadth of the service quality sector for the size of Serang City.

This study examines student satisfaction with the New Student Admission (PMB) services at STISIP Widuri. In the competitive landscape of private higher education institutions (PTS), PMB is vital for attracting prospective students through effective marketing and high-quality services. The research, however, identifies that current levels of student satisfaction with PMB services at STISIP Widuri fall short of expectations. By applying the Service Quality framework, the study evaluates key service dimensions including reliability, responsiveness, and empathy. The results indicate that the services provided do not meet student expectations, leading to notable dissatisfaction. The study seeks to uncover the factors affecting student satisfaction and offers recommendations for enhancing service quality. The outcomes aim to make a significant impact on improving PMB services at STISIP Widuri, benefiting both academic and practical aspects. Ultimately, this research provides a foundation for improving higher education services, especially in the new student admission process. The recommendations are designed to strengthen the connection between the institution and its students, boost loyalty, and encourage positive word-of-mouth. Improving the quality of PMB services is crucial for achieving competitive advantage and enhancing the institution's reputation.

Quality of Public Service in Issuing Birth Certificates at the Population and Civil Registration Office of Gorontalo City. Undergraduate Thesis. Bachelor's Degree Program in Public Administration, Universitas Negeri Gorontalo. The Principal Supervisor: Dr. H. Rosman Ilato, M.Pd. The Co-supervisor. Dr. Irawaty Igirisa, M.Si. This study aims to evaluate and analyze public service quality in issuing birth certificates at the Population and Civil Registration Office of Gorontalo City. The study was conducted by assessing the service through the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Furthermore, it was conducted using a qualitative research method, utilizing observation, interview, and documentation data collection techniques. The findings reveal that the overall quality of public service, specifically within the Population and Civil Registration Office of Gorontalo City, assessed across five dimensions, are as follows: Tangibles are found to be lacking in facilities and infrastructure, such as seating, parking space, additional computers, and other informational media beneficial to the public. Reliability is noted as a concern, as staff are unable to provide accurate timelines for document processing. Responsiveness is adequate, with staff demonstrating a responsive attitude toward serving the public. Assurance remains suboptimal due to issues with service timeliness, and empathy is adequately demonstrated, with staff maintaining courteous interactions. Based on this analysis, it can be concluded that the quality of public service in the issuence of birth certificate at the Population and Civil Registration Office of Gorontalo City is not yet optimal. The researcher suggests that future improvements in facilities and infrastructure, along with enhanced staff performance, will lead to more efficient and reliable document issuance, reducing the need for repeated follow-ups by the public.

Public services such as e-KTP are still faced with various problems that have a negative impact on the quality of service for the community. One of the root problems of public service providers is the lack of public service motivation from employees to provide the best service. There are five dimensions of success in public service motivation that play an important role, namely interest in public policy, commitment to the public interest, empathy, self-sacrifice, and belief in justice. These values ​​should be possessed by public employees as public service providers in order to provide the best service to the community. The purpose of this study was to determine the value of Public Service Motivation in e-KTP services at the Tangerang Regency Population and Civil Registry Office using a qualitative approach through observation, interviews, and documentation. The results of the study showed that PSM in e-KTP services at the Tangerang Regency Population and Civil Registry Office was still not optimal, as shown in the results of the following values: 1) Interest in making public policy is low, because employees tend to be passive and lack initiative in being involved in the policy process. 2) Commitment to the public interest is also lacking, reflected in slow service. 3) The nature of compassion is quite good, as seen in the priority of services for those in need at the Tangerang Regency Population and Civil Registry Office. 4) Self-sacrifice is still lacking, with employees reluctant to work extra time. 5) Trust in justice is still not optimal, as seen from complaints about injustice in service.  

The quality of health services is the degree of perfection of health services that are in accordance with professional standards and service standards by using the potential resources available in the hospital. The purpose of this study was to determine the Quality of Service in At-Tin Ward Reviewed from Quality Dimensions at PKU Muhammadiyah Hospital Sukoharjo.This research method is qualitative, namely a research procedure that produces descriptive data to determine the Quality of Service in At-Tin Ward Reviewed from Quality Dimensions at PKU Muhammadiyah Hospital Sukoharjo. The population in this study were the Head of PMKP, Head of Inpatient Room, Nursing Officer, IPSRS Officer, CS Officer and patients. The variables used in this study are Service Quality, with three dimensions of tangible quality, reliability, responsiveness. conducted in July 2024 to August 2024. The research instruments include observation guidelines, interview guidelines, Data Collection, Data Reduction, Data Display, Conclusion Drawing.The results of the study show Physical Evidence (Tangible) on the aspect of cleanliness. The cleaning staff carries out their duties well, the Aspect of the Availability of Medical Equipment is considered to be in accordance with the standards set for type C hospitals, the aspect of the condition of the ward room can be said to be not good enough, Reliability of officers has sufficient knowledge regarding the procedures and procedures for serving patients, Responsiveness is good quality of service in terms of communication, speed of service, and friendliness of staff.The conclusion of this study is that the Cleanliness Aspect still needs to be improved, Availability of medical devices for respiratory aids needs to be improved, Room conditions in the adult ward still need to be improved, Accurate and Reliable Service Medical personnel in the adult Inpatient ward have shown good competence in carrying out their duties, but there is no clear SOP regarding service times.

BRT Trans Jateng is a government mode of transportation that cannot be separated from the principle of good and quality public services for customers with disabilities. The aim of this research is to measure the effectiveness of Trans Jateng BRT services for customers with disabilities, especially in the city of Surakarta. The design of this research is to use the Fuzzy SERVQUAL method to measure the level of satisfaction of disabled customers with BRT Trans Jateng services. The sampling technique used was purposive sampling using 30 samples of disabled customers in the city of Surakarta. Here it can be seen that all of the five dimensions measured require improvement. Improvements are carried out based on the priority of the largest gap value. From the results of data processing, the first rank is the tangible dimension with a gap value of -2.0167, then the second rank is the empathy dimension with a gap value of -1.9583, the third rank is the responsiveness dimension with a gap value of -1.95, in the fourth rank is the assurance dimension with a gap value of -1.92, and the fifth rank of the reliability dimension with a gap value of -1.89

This article is entitled Analysis of the Implementation of Customer Relationship Management in Increasing Customer Loyalty at the LKMS-A Gapoktan Panampuang Prima Cooperative. Matters relating to behavior towards customers, how to serve customers, and all matters relating to customer behavior are part of Customer Relationship Management. In this study, the research used is field research which is descriptive qualitative in nature by collecting data through observation, interviews and documentation. Qualitative research is carried out to build knowledge through understanding and discovery. The results of this research, the implementation of Customer Relationship Management at LKMS-A Gapoktan Panampuang Prima is CRM designed to utilize information technology by developing a continuous relationship with customers by maximizing four dimensions, namely planning, People, Process. , Technology. Which can be seen in the LKMS-A Gapoktan Panampuang Prima which has maximized these four dimensions. Meanwhile, the obstacle faced by the LKMS-A cooperative is the difficulty in increasing the number of customers due to the large number of competing institutions nearby. However, these obstacles can be overcome by improving service quality, increasing trust, increasing satisfaction, and building a better company image.    

Patient satisfaction with pharmacy services is a crucial indicator in assessing the quality of healthcare services provided. Patient satisfaction is influenced by the comparison between perceived performance and expectations. If service performance exceeds expectations, patients will be highly satisfied. This study aims to measure the level of patient satisfaction with the quality of drug services at Rio Pharmacy. This descriptive study uses primary data obtained through questionnaires completed by respondents. The results show that all five dimensions of service quality received positive ratings. The Responsiveness dimension has the most significant influence with a score of 56, followed by Reliability, Assurance, and Empathy, each with a score of 52, and Tangible with a score of 47. Overall, patients are satisfied with the quality of drug services at Rio Pharmacy.

The research for this thesis is entitled: "Customer Satisfaction Analysis of PT Service Quality. Federal International Finance East Surabaya Branch Using the Servqual Method.” The purpose of this research is to determine the quality of services provided at PT. Federal International Finance East Surabaya Branch towards all customers seen from the 5 dimensions of service and to find out the efforts made to improve service quality at PT. Federal International Finance East Surabaya Branch to retain customers. The analytical tool used in this research uses the Servqual method. From the research results, it is known that the gap for the Physical Evidence dimension has a gap value in the third item of -0.08, namely that employees look neat & professional. The reliability dimension has a gap value in the first, fourth and fifth items, namely if an employee promises to do something within a certain time period, then they actually carry it out at -0.06, employees provide services according to the promised time at -0.46 , and FIFGROUP keeps its data error-free by -0.40. The responsiveness dimension has a gap value in the first and third items, namely that employees will tell customers exactly when service will be provided at -0.04, and employees are always willing to help customers who come at -0.12. The guarantee dimension has a gap value in the second item, namely that customers will feel safe when making transactions of -0.04.    

Electronic Medical Records (RME) is an information system used to manage patient medical data electronically, which aims to improve the efficiency and quality of health services in hospitals. This study aims to evaluate the performance and effectiveness of RME in hospitals using the PIECES model. The main focus of the research is on the dimensions of Performance, Information, Economics, Efficiency, and Control to identify the strengths and weaknesses of RME and provide recommendations for improvement. This research uses the Study Literature Review (SLR) method which involves collecting and critically analyzing relevant literature from scientific journals, articles and books. The collected data is evaluated based on the dimensions of the PIECES model to provide a comprehensive picture of RME implementation. The research results show that RME can improve data access speed, system response time, and accuracy of medical information, which supports better clinical decision making. Economically, RME helps reduce operational costs and improve work efficiency. However, challenges such as network reliability, data security, and interoperability still need to be overcome to achieve the full benefits of RME. Dimension Control highlights the importance of strict security policies and user training to ensure safe and effective use.