Publication Search

Fierce competition in the tourist bus industry, especially in the price segment, requires companies to understand the key factors that influence customer satisfaction. This study aims to analyze the influence of service quality, price, and brand image on customer satisfaction of PO Jurus Elang in Semarang City through a quantitative approach with an explanatory survey involving 136 respondents selected by purposive sampling. Data were obtained from a Likert scale questionnaire and analyzed using SEM-PLS via SmartPLS. The results of the analysis indicate that service quality and price have a positive but insignificant influence, while brand image has a positive and significant influence on customer satisfaction, with an R-square value of 0.721, reflecting good model strength. These findings emphasize that brand image is a major factor in increasing customer satisfaction, while service quality and price are more likely to be viewed as minimum standards by customers.

Abstract This study aims to analyze the legal basis and mechanisms for implementing Minimum Service Standards (MSS) in public service delivery in Indonesia. As a strategic instrument, the MSS is designed to ensure the fulfillment of citizens' constitutional rights through quality basic services. Using qualitative research methods with a juridical-normative approach, this study evaluates the extent to which the implementation of the MSS has been able to create equitable access to services and identifies crucial factors influencing its success. The results indicate that although the MSS has a solid legal basis through Law No. 23 of 2014 and Government Regulation No. 2 of 2018, the reality on the ground still shows significant gaps. Implementation of this policy is often hampered by low organizational capacity at the regional level, limited human resource (HR) competency, inaccurate sectoral data, and weak inter-institutional coordination. This study concludes that the effectiveness of the MSS is highly dependent on strengthening regional fiscal capacity, political commitment of leadership, and the integration of valid data-based planning. This is necessary to achieve social justice and equitable welfare within the framework of a welfare state in Indonesia.

This study aims to analyze the implementation of the Minimum Service Standards (SPM) for education administration in MTsN Batang, identify supporting and inhibiting factors, and formulate recommendations for service improvement. The study used a mixed-methods design with an evaluative approach to the CIPP model. Quantitative data were collected through questionnaires from 60 respondents, while qualitative data were collected through in-depth interviews and observations. Quantitative data were analyzed using descriptive statistics and Kruskal-Wallis tests, while qualitative data were analyzed using Miles and Huberman's thematic analysis. The study found that SPM implementation reached 72%, with the highest achievement in student administration (85%) and the lowest in financial administration (58%). The Kruskal-Wallis test showed a significant difference in perception between groups (p=0.032). The thematic analysis identified three themes: digitization of services, human resource capacity, and transparency of accountability. The implications of the research show the need to increase human resource capacity, optimize management information systems, and strengthen coordination with the Ministry of Religion.

Medical personnel compliance in prescribing drugs according to the National Formulary (ForNas) is essential to ensure rational therapy, improve service quality, and enhance efficiency in health financing at government health facilities. However, compliance remains a challenge at Johar Baru Regional General Hospital, Central Jakarta. This study aimed to analyze factors influencing medical personnel compliance with ForNas-based prescribing, including drug availability, management policies, and the knowledge, attitudes, norms, and perceptions of medical staff.A qualitative approach was used through in-depth interviews with medical personnel, heads of supporting service sections, and pharmacy unit leaders. The study also involved observation and review of hospital formulary documents, minimum service standards reports for 2024, and monitoring and evaluation reports on prescribing compliance for 2024 and January June 2025. Data were analyzed using thematic analysis supported by NVivo software.The findings indicate that compliance is influenced by medical personnel’s understanding of ForNas policies, clinical experience, and professional attitudes toward prescribing standards. Management factors such as supervision, technological support, and procurement systems also play important roles. Limited drug stocks and suboptimal control systems were identified as major obstacles.The hospital is recommended to strengthen compliance by updating clinical practice guidelines, developing a ForNas-based hospital formulary, improving management support, optimizing information technology systems, ensuring drug availability, and proposing additional ForNas drugs to the Ministry of Health.

The waiting time for outpatient pharmacy services at Permata Jonggol Hospital had not met the minimum service standards, potentially reducing service quality and patient satisfaction. This issue was suspected to be influenced by human resource (HR) competence, service regulations, and the utilization of the Hospital Management Information System (HMIS). This study aimed to analyze the effect of HR competence and service regulations on pharmacy waiting time, with HMIS utilization as an intervening variable. The study used a quantitative approach with a cross-sectional design. Data were collected at a single point in time using instruments that had been tested for validity and reliability. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results showed that HR competence, service regulations, and HMIS utilization simultaneously had a significant effect on pharmacy waiting time. Partially, HR competence and service regulations significantly affected HMIS utilization and waiting time. HMIS utilization also significantly influenced waiting time and mediated the relationship between HR competence, service regulations, and pharmacy waiting time. In conclusion, improving pharmacists’ competence, strengthening service regulations, and optimizing HMIS utilization in an integrated manner were important strategies to reduce waiting time and improve service efficiency and quality

Hospital nutrition services are an integral component of improving the quality of patient health. This descriptive observational study aims to evaluate the achievement of Minimum Service Standards (MSS) for nutrition at RSUD Dr. H. Slamet Martodirdjo Pamekasan, specifically focusing on the accuracy of diet types, timeliness of food distribution, and patient food waste. Data were collected over a single menu cycle (10 days) from November 24 to December 4, 2025, involving 44 patients per day. Research instruments included observation sheets and the Comstock visual method, with data analyzed based on the Decree of the Minister of Health (Kepmenkes) No. 129 of 2008. The results indicated that the timeliness of food distribution reached 96% and the accuracy of diet types reached 100%, both of which met the MSS requirements (≥ 90% and 100%, respectively). However, the average patient food waste was 25%, which does not yet meet the maximum standard of ≤ 20%. In conclusion, while logistical aspects have fulfilled the established standards, the hospital needs to conduct further evaluations regarding food flavor factors and patients' clinical conditions to reduce food waste in accordance with the applicable standards.

This study aims to analyse the role of the East Java Provincial Transportation Agency in improving the quality of inter-city bus transportation services within the province (AKDP) based on Soekanto's role theory (in Solahudin et al, 2022), which is reviewed using three indicators: regulatory role, service role, and supervisory role. The research employed a qualitative research method with techniques of interviews, observation, and documentation of the Transportation Agency, Organda, PO owners, drivers and conductors, as well as passengers at Bungurasih Terminal. The results of the study show that in terms of regulation, the Transportation Agency has established tariff policies and Minimum Service Standards (SPM), but these have not functioned optimally as operational guidelines, as reflected in the low transparency of tariff information and the varying quality of the fleet. In terms of service, although safety inspection procedures and service facilities are available, the quality of safety, comfort, terminal facilities, as well as access to information and complaint mechanisms have not been consistently felt by users. In terms of supervision, tariff compliance control and SPM implementation remain weak and tend to be tolerant of irregularities. The main findings indicate a serious gap between normative standards and field practices, resulting in standards losing their coercive power as quality guarantors. Therefore, this study recommends strengthening the enforcement of standards in a firm and consistent manner, increasing the transparency of service and tariff information, and conducting supervision that is oriented towards tangible results for the community.

PT Jasamarga Tollroad Operator (JMTO) ia trusted by the company to handle toll road operations which include transaction services at toll gates and toll road services. PT Jasamarga Tollroad Operator (JMTO) is responsible for smoothness, comfort, and safety on toll roads. Good coaching to all employees will improve employee performance. This study aims to determine the effect of compensation, motivation, and job involvement on the performance of employees of PT Jasamarga Tollroad Operator (JMTO) Semarang Branch. The issue raised in this study is the decline in employee performance at PT Jasamarga Tollroad Operator (JMTO) which is indicated by the existence of work aspects that do not meet minimum service standards, which will have an impact on decreasing the quality of service to toll road users. The type of research used in this research is descriptive quantitative with a census sampling method using a questionnaire with a population of 157 respondents, with a Likert scale to measure each variable. Data analysis technique used is primary data using correlation test, linear regression, multiple. Methods of data analysis using SPSS version 24.00. The results obtained from this study are that the t-value of -0.440 is smaller than the t-table of 1.975 and the significance value of 0.687 is greater than 0.005. This shows that compensation has no effect on the performance of employees of PT Jasamarga Tollroad Operator (JMTO). Motivation obtained t value 3.493 greater than t table 1.975 with a significance value of 0.001 less than 0.005. meaning that the motivational variable affects performance. variable job involvement obtained t value of 9.506 greater than t table 1.975 with a significance value <0.001 less than 0.005. shows that the variable job involvement affects the performance of employees of PT Jasamarga Tollroad Operator (JMTO). Simultaneously the compensation, motivation and job involvement variables obtained results 63.385 greater than table 2.66 with a significance level of 0.001 less than 0.005. this shows that the variables of compensation, motivation and job involvement simultaneously have a significant effect on the performance of employees of PT Jasamarga Tollroad Operator (JMTO).

Floods and landslides in Hutanabolon Village, Tukka District, Central Tapanuli Regency have disrupted access to food and health services, particularly for vulnerable groups such as children. Public kitchens, as the frontline of emergency nutrition response, face challenges in providing food that meets the specific nutritional needs of children. This study aims to evaluate the effectiveness of public kitchens at Disaster Emergency Response Posts (TDB) in meeting the nutritional needs of post-disaster children, identify supporting and inhibiting factors, and formulate recommendations for improving the public kitchen management system. The research employed a descriptive evaluative approach using survey methods, structured interviews, direct observation, 24-hour dietary recall, and anthropometric measurements (weight and height). The study subjects included 15 children aged 1–12 years and 8 public kitchen managers selected purposively. Data were analyzed descriptively by comparing nutritional intake against the Recommended Dietary Allowance (RDA) standards and analyzing kitchen management practices based on emergency nutrition guidelines. The findings revealed that children's average energy intake was only 1,140 kcal/day (below the minimum standard of 1,200–2,000 kcal/day) and protein intake was 18.7 g/day (below the standard of 20–35 g/day). A total of 33.3% of children were classified as having malnutrition to severe malnutrition based on weight-for-age indicators. Public kitchen management showed weaknesses in menu planning (100% had no child-specific menu), managers' nutritional knowledge (62.5% categorized as low), food availability (75% relied on instant aid without variation), and limited cross-sectoral coordination (50%). The effectiveness of public kitchens in meeting children's nutritional needs after disasters remains low.

Mawang Village occupies a strategic position as a buffer zone integrating the administrative center of Gowa Regency with other growth centers, featuring the ecological asset of Lake Mawang, which holds significant potential for ecotourism development. However, a discrepancy exists between spatial planning policies and the actual development of facilities and infrastructure on the ground. This study aims to identify the availability, accessibility, and physical feasibility of regional facilities and infrastructure as a fundamental database for area development. The method employed is descriptive-quantitative with a comparative analysis approach referring to the SNI 03-1733-2004 standards and spatial analysis. The findings indicate that religious and commercial/service facilities exhibit very high service levels with surplus conditions, while basic health facilities and early childhood education remain below minimum service standards. Spatially, the distribution of facilities tends to be concentrated along the main corridor, creating accessibility disparities for residents in inner residential areas. The collector road infrastructure is functionally adequate but lacks pedestrian facilities, while local roads suffer from pavement quality degradation. Furthermore, Lake Mawang, as a primary tourist attraction, still lacks basic supporting facilities. The implications of this research emphasize the need for equitable distribution of health facilities, revitalization of road quality, and the formulation of a comprehensive spatial detail plan for the lake area to achieve sustainable regional development based on local potential.

Under the umbrella of PT. Waruna Nusa Sentana Group, PT. Multi Jaya Samudera Belawan operates in the shipping and ship agency services sectors. The aim of this paper is to analyze the management of the Minimum Safe Manning Certificate (MSM) for the MT. Mumbai vessel through the SIMKAPEL application by PT. Multi Jaya Samudera Belawan. This certificate is crucial as it determines the minimum number and qualifications of crew members required to comply with international safety regulations. This study uses two methods: field research, which involves direct observation of the administrative process, and library research, which reviews relevant literature and regulations. The results of the study show that the use of the SIMKAPEL application accelerates the document processing, improves data accuracy, and reduces administrative errors. The implementation of this digital system also enhances service transparency and facilitates system integration. Overall, SIMKAPEL has proven to be effective in streamlining the issuance of the Minimum Safe Manning Certificate and ensuring the MT. Mumbai vessel's operational compliance with maritime safety standards. Thus, SIMKAPEL plays a vital role in supporting administrative efficiency and operational safety of the vessel.

The rapid growth of amateur football clubs in Surabaya presents great opportunities for talent development and social cohesion, but it also comes with managerial challenges such as unclear organizational structure, lack of financial transparency, limited promotion, and the absence of operational standards for matches. This article presents the results of a community service program based on capacity building, designed to strengthen the managerial capacity of amateur football club managers in Surabaya. The activities focused on a one-day face-to-face workshop for representatives from 30 clubs, utilizing interactive lectures, local case studies, targeted discussions, and the distribution of practical handouts including organizational structure templates, code of conduct, one-page financial reports, content calendars, and matchday checklists. The core materials covered five areas: governance & legal, planning & OKR, finance & accountability, marketing & sponsorship, and operations & safeguarding. The program concludes that a brief, capacity-building workshop can trigger the initial professionalization of amateur football clubs through measurable, easy-to-adopt, and replicable minimum viable governance practices. These findings are relevant as a model for strengthening governance and management of amateur clubs in Indonesia, while also supporting a more professional, accountable, and sustainable community sports ecosystem.

Quality healthcare services are a crucial factor in improving patient satisfaction and are an indicator of the success of healthcare facilities. Based on the results of the 2024 Semester I Public Satisfaction Survey (January–June), Melati Community Health Center (Puskesmas Melati) achieved a satisfaction score of 80.84%. This score indicates good service quality, but remains below the established Minimum Service Standards (SPM), which is more than 90%. This condition requires a comprehensive evaluation of the relationship between service quality and patient satisfaction levels. Therefore, this study was conducted to determine the extent to which healthcare service quality influences patient satisfaction at Melati Community Health Center, Kapuas Regency. The study used a quantitative approach with a cross-sectional design. The study population was all 985 patients who visited Melati Community Health Center, Kapuas Regency in January 2025. The study sample was determined at 285 respondents through random sampling techniques to obtain representative data. The research instrument was a structured questionnaire that assessed the dimensions of service quality and patient satisfaction levels. Data analysis was performed using the Spearman Rank test to determine the relationship between variables. The results of the study showed that the majority of patients rated the quality of health services as very good (26.6%). In addition, the majority of patients also expressed satisfaction with the health services provided (30.9%). Statistical tests proved a significant relationship between service quality and patient satisfaction levels (p = 0.000 < 0.05) with a correlation coefficient of 0.693. This means there is a strong and positive relationship, so that the better the service quality, the higher the patient satisfaction. The conclusion of this study emphasizes the importance of improving the quality of health services at the Melati Community Health Center. Aspects that need attention are improving physical appearance (tangibles), simplifying service procedures, and strengthening the competence and empathy of staff.

Feed is a key component in catfish (Pangasius hypophthalmus) cultivation because it directly affects the growth rate, health, and productivity of the fish. Among the various nutrients contained in feed, protein plays a crucial role, particularly in the formation and repair of fish body tissues. Adequate protein content supports optimal growth, while protein deficiency can reduce productivity. Therefore, analyzing protein levels in feed is essential to ensure its quality. This study aimed to analyze protein levels in catfish feed using the Kjeldahl method. The analysis was conducted at the Pekanbaru Center for Standardization and Industrial Services (BSPJI). The Kjeldahl method was chosen because it is known to have a high level of accuracy and reliability. The procedure involves three main stages: destruction, distillation, and titration. The working principle of this method is to convert organic nitrogen in the sample into ammonia, which is then captured and measured to determine nitrogen levels, which are then converted to protein levels. In this study, five feed samples with codes U-139 to U-142 were used. The test results showed that the protein content of the samples ranged from 20.44% to 23.09%. Furthermore, a Relative Percent Difference (RPD) value of 0.0013% was obtained, indicating a very high level of measurement precision. The analysis results were then compared with the fish feed quality standards based on SNI 2534:2006, and it was found that all samples met the minimum protein content requirements. Thus, this study confirms the effective and accurate use of the Kjeldahl method in analyzing protein content in catfish feed. These results also provide important information for farmers and feed producers in ensuring the quality of feed used to support catfish farming productivity.

This research was carried out at the Multipurpose Health Center, Sako District, Palembang City. The purpose of this study is to find out the health services provided to Healthy Indonesia Card (KIS) patients at the multivehicle health center and to find out what factors are obstacles in providing maximum service to Healthy Indonesia Card (KIS) patients at the health center. The method used in this study is a descriptive method with a qualitative approach. Data collection techniques include primary data collection in the form of interviews and field observations, as well as secondary data collection in the form of documentation and literature studies. The determination of informants in this study uses the purposive sampling technique. The result of the analysis of this study is Health Services for KIS Patients at the Multiwahana Health Center, Sako District, Palembang City based on PERMENKES Number 04 Article (3) of 2019 concerning Minimum Service Standards (SPM). Health is assessed from the number of quality goods/services, quantity and quality of infrastructure. Health human resources and procedures for meeting standards are running well, this can be seen from the free services provided to KIS participants, namely KIS participants get basic health services at the Puskesmas free of charge, including examinations, treatments, immunizations and maternal and child health services. The provision of medicines at the Puskesmas ensures the availability of essential medicines needed by KIS participants. However, the flow of procedures and services at the multipurpose health center is quite clear, simple, not convoluted, and the officers are friendly. Then, the inhibiting factor in providing services to KIS patients is that there are still many people or patients who are not interested in the Healthy Indonesia Card program.

Pharmaceutical services in hospitals must comply with the standards set forth in Minister of Health Regulation No. 72 of 2016 to ensure the safe, effective, and efficient use of medications. One crucial aspect of clinical pharmacy services is evaluating the appropriateness of drug use in accordance with the National Formulary (Fornas), particularly in antihypertensive therapy, which is widely used in clinical practice. This study aims to evaluate the conformity level of antihypertensive drug use with Fornas at Bandung-Based General Hospital and analyze its economic impact. This research is a retrospective descriptive study that collects data on antihypertensive drug use from various service units from August to October 2024. The analysis was conducted by calculating the percentage of conformity based on the number of drug units used compared to the Fornas list, as well as assessing the economic value of the drugs utilized. The results showed a very high adherence rate to Fornas, with the highest conformity percentage reaching 99.88% in September 2024 and the lowest at 99.81% in August 2024, surpassing the minimum compliance standard of 80% set by the Hospital Minimum Service Standards. These findings reflect the effectiveness of the National Formulary policy and the hospital's commitment to rational therapy. Collaboration among pharmacists, doctors, and the medical team, along with continuous education, is necessary to ensure safe, regulatory-compliant, and efficient therapy.

This study discusses the arrangement of queue lanes in the supervision of weighing freight transportation at UPPKB Singosari to improve service efficiency. Based on the analysis of the Minimum Service Standards (SPM), three main indicators, namely compliance, conformity, and implementation, have reached 100%, while the accuracy indicator has only reached 50% due to the duration of weighing exceeding the set time limit. The main factor causing long queues is the lack of clear lane markings, making it difficult for vehicles to be directed without an officer. In addition, the parking area of 3,330.6 m² has not been utilized optimally. Improvement efforts include the implementation of queue lane markings to reduce dependence on officers, optimization of facilities such as Pos 2 which is parallel to Pos 1, and improvement of human resource management to suit operational needs. The use of Weight in Motion (WIM) technology is also recommended to reduce workload and accelerate the supervision of freight transport vehicles. By implementing this strategy, it is hoped that services at UPPKB Singosari can be more efficient, transparent, and in accordance with applicable standards.

This study aims to describe and analyze: Public service performance and what are the inhibiting factors that affect the performance of public services at the Tuban Regency Fire and Rescue Service.  The type of research used is qualitative research. The data analysis technique in the study uses a technique developed by McNabb (2002), namely Grouping the data according to key constructs, identifying bases for interpretation, developing generalizations from the data, Testing Alternative interpretations and Forming and/or refining generalizable theory from case study. The results of the study show that the Public Service Performance of the Tuban Regency Fire and Rescue Service is quite good, this is based on the Realization of the Indicator of Achieving Minimum Service Standards for Basic Service Types in 2023, Rescue and Evacuation Services for Fire Victims reached 96.89%. Based on the elements of the service procedure The performance is good, the media used for the service procedure is clear, displaying a picture of the flow of complaint procedures. Based on the element of service time including completion time, the requirements are good. The completion time for settlements, industrial areas, and public buildings is a maximum of 15 minutes, and for certain forest and fire areas is a maximum of 60 minutes.  Based on the element of Service Transparency is good, there is a bulletin board that provides information about services, requirements, costs, completion times and management mechanisms. Based on the Ease of Service element is good, the location of the Tuban Regency Fire Service counter is easily accessible and strategically located, the service procedure is easy to understand. Based on the element of justice The service is good, providing services to people who need help is not picky, anyone who reports and asks for help will be assisted according to their ability. Based on the element of competence of service officers, officers are equipped with Standard Operating Procedures (SOP). Inhibiting factors include: Lack of public understanding of fire hazards and people's readiness to face and overcome fires is very low. Lack of Facilities and Infrastructure, only has 3 auxiliary posts. The Tuban Regency Fire Department has 6 fire engines, and does not yet have a Power Supply Vehicle. Limited Human Resources where in each sub-district post there are 16 personnel on standby and 1 fire truck, only 15 personnel have participated in a number of trainings. But only 4 of them have certification

This study aims to describe and analyze: the implementation of Good Corporate Governance and how it affects the performance of the Surabaya City Fire and Rescue Service.  The type of research used is qualitative research. The data analysis technique in the study uses a technique developed by McNabb (2002), namely Grouping the data according to key constructs, identifying bases for interpretation, developing generalizations from the data, Testing Alternative interpretations and forming and/or refining generalizable theory from case study. The results of the study show that in principle, the implementation of Good Corporate Governance (GCG) at the Surabaya Fire and Rescue Service (Dinas Pemadam Kebakaran Dan Penyelematan - DPKP) has been running well. In terms of administrative transparency, the availability of service information is substantially adequate and the media of its presentation, the certainty of service time and the available service complaint mechanism. Legal accountability and honesty at the Surabaya City Fire and Rescue Service are good.  The Surabaya City Fire and Rescue Service is responsible for carrying out fire and disaster handling tasks. The 7-Minute Time Responsibility implemented by the Surabaya Fire and Rescue Service (DPKP) not only prioritizes response speed in extinguishing fires, but also respects the safety and welfare of all residents. The professionalism of service at the Surabaya City Fire and Rescue Service is shown through service innovation and fire handling. The "Roti 7 Lapis" (Reaction On Time - Roti and Free Fighting Fires Service - Layanan Pemadaman Gratis/Lapis) program from DPKP Surabaya emphasizes its commitment to rewarding citizens more than just prioritizing financial gain or personal excellence. The performance of the service at the Surabaya Fire and Rescue Service (DPKP) is quite good. The achievement of the response time for fire incidents in Surabaya for all incidents is 100%, which is less than 7 minutes.  The achievement of the fire management area of the city of Surabaya is 94% until 2024.  Achievement of Minimum Service Standards of Surabaya City DAMKAR 100% in 2023.

Patient satisfaction is one of the benchmarks for assessing a hospital's success in providing services. Quality targets in nutrition services based on hospital Minimum Service Standards include three indicators, namely timeliness of food distribution, food waste and the absence of errors in diet administration. The aim of this research is to determine the relationship between minimum nutritional service standards and the level of satisfaction of inpatients at the Muhammadiyah Islamic Hospital Sumberrejo, Bojonegoro Regency. This type of research is cross-sectional. The sample in this study was patients in classes 2 and 3 of the Shafa and Marwah inpatient rooms, totaling 135 patients. The data measured are the level of patient satisfaction, timeliness of food distribution, accuracy of diet and food waste. Bivariate analysis used the Spearman's Rank test. The results of data analysis showed that food distribution timeliness was 92.5%, diet accuracy was 98%, food waste was 15.1%, while patient satisfaction levels were very satisfied (52%), satisfied (44%), dissatisfied (2%) and very dissatisfied (1%). The results of the study showed that the timeliness of distribution of breakfast (p=0.864>0.05), afternoon (p=0.853>0.05), evening (p=0.864>0.05) and the level of satisfaction, while the accuracy of the diet and the level of satisfaction patients (p=0.112>0.05), for food waste and level of patient satisfaction (p=0.311>0.05). From this research it can be concluded that statistically there is no significant relationship between minimum service standards (timeliness of food distribution, accuracy of diet and food waste) and the level of patient satisfaction. Suggestions that can be given in this research are that hospital efforts are needed to maintain the quality of food services by paying more attention to the accuracy of diet for patients.