Publication Search

The Emergency Room (ER) is a hospital service unit that plays a strategic role in treating patients with critical and emergency conditions. The high number of patient visits and limited resources require an effective triage system to ensure quality of service and patient safety. The Emergency Severity Index (ESI) is a five-level triage system that classifies patients based on the level of severity and resource requirements. This study aims to analyze the relationship between the implementation of triage based on the Emergency Severity Index and the improvement of EAD service quality at Sari Asih Cipondoh Hospital. This study used a quantitative design with a cross-sectional approach. The study sample consisted of EAD patients who met the inclusion criteria. Data were collected through observation of triage implementation and patient satisfaction questionnaires, then analyzed using univariate and bivariate analysis. The results showed that the proper implementation of ESI triage was significantly associated with improved quality of ED services, particularly in terms of speed of service and patient satisfaction. The conclusion of this study confirms that the implementation of ESI triage is an important factor in efforts to improve the quality of ED services.

Public service quality plays a crucial role in ensuring that social assistance is delivered effectively to vulnerable communities. This study aims to analyze the quality of public services in the distribution of social assistance by the Social Service Office of Kerinci Regency and to identify improvement efforts undertaken by the institution. This research employed a descriptive qualitative approach using observation, interviews, and documentation techniques. Informants consisted of Social Service officials, social facilitators, and beneficiary communities. Service quality analysis was conducted using the SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. The findings indicate that the social assistance distribution service in Kerinci Regency is generally adequate, particularly in the assurance and empathy dimensions. Beneficiaries feel that services are delivered fairly, transparently, and without discrimination. However, obstacles remain in the tangible, reliability, and responsiveness aspects, including limited service facilities, inaccurate beneficiary data due to incomplete DTKS updates, and delays in assistance distribution in remote areas caused by geographical constraints. To address these challenges, the Social Service Office has implemented periodic data validation, strengthened coordination with village administrations, and optimized digital-based social service information systems. This study provides empirical evidence that can serve as an evaluation reference for local governments in improving transparent, effective, and equitable social assistance services.

This study provides an in-depth examination of the relationship between the implementation of administrative ethics and the quality of civil service performance within the framework of good governance principles in Kota Palangka Raya. Employing a qualitative–descriptive approach grounded in literature-based analysis, this research explores various empirical findings related to public service practices, bureaucratic transparency, regional asset management, and the integrity of civil servants. The analysis reveals that administrative ethics have not been fully internalized, as evidenced by persistent delays in service delivery, employee absenteeism, convoluted procedures, low responsiveness, and weak accountability and regulatory compliance. These conditions indicate a substantial gap between ideal ethical standards and actual administrative practices. The findings further confirm that core values of administrative ethics—such as integrity, discipline, responsibility, transparency, and professionalism—play a determinant role in realizing good governance principles, including transparency, effectiveness, efficiency, accountability, and the rule of law. This study asserts that strengthening administrative ethics is a strategic prerequisite for improving civil service quality and restoring public trust. The implications highlight the need for continuous capacity-building, enhanced integrity among civil servants, and strengthened oversight mechanisms to establish an equitable, accountable, and citizen-oriented system of governance.

Kebutuhan akan angkutan umum berbasis rel berdampak luas terhadap pertumbuhan penduduk dan aktivitas ekonomi Jakarta. Penelitian ini bertujuan untuk membandingkan KRL Commuter Line dan MRT Jakarta dari dua aspek Kemampuan Membayar dan Kesediaan Membayar. Analisis ini dilakukan dengan pendekatan studi literatur deskriptif-komparatif. Jurnal, prosiding, tesis, dan dokumen kebijakan yang digunakan sebagai sumber sekunder melalui analisis konten. KRL dengan tarif dasar sebesar Rp. 3.000,- mendapatkan ATP Rp. 3.770,- – Rp. 4.825,- dan WTP Rp. 3.974,- – Rp. 5.057,-, yang berarti KRL berpotensi untuk perubahan tarif sebesar Rp. 770,-. MRT Jakarta untuk tarif sebesar Rp. 14.000,- untuk fase 2A, ATP menunjukkan daya beli Rp. 17.044,- dan WTP Rp. 19.000,-. Pola penumpang terikat muncul dan sangat bergantung, di sisi ujung, dengan WTP yang tinggi dan ATP yang rendah, untuk kedua moda, menandakan MRT dan KRL sangat efisien dan nyaman. Penelitian ini berpendapat agar penyesuaian tarif dilakukan dan untuk jangka panjang, tarif perlu diikuti dengan peningkatan mutu pelayanan dengan penyesuaian yang progresif dan sesuai dengan penghasilan bagi masyarakat berpendapatan menengah ke bawah, agar mutu pelayanan tidak berkualitas rendah.

The level of healthcare quality is determined by the extent to which societal or individual requirements for healthcare are met in alignment with high professional benchmarks, while ensuring prudent resource utilization and impact within government and societal constraints. In addition, it must be delivered in a safe and satisfactory manner to patients, following ethical standards and best practices. Quality indicators of health services in hospitals have challenges in improving the overall quality of health services. In the Cardiac Poly Outpatient Unit at Kendari City Hospital, it is necessary to know the strategies used in improving service quality. The purpose of this study is to ascertain the Strategy for Improving the Quality of Health Services in the Cardiac Poly Outpatient Unit at Kendari City Hospital in 2024. The research methodology used is qualitative and descriptive, using the Phenomenal model to investigate various phenomena in Kendari City Hospital with data collection techniques, namely field observations at the research location and also in-depth interviews with informants who have been determined. The results showed that the quality strategy of health services provided by the Kendari City Hospital is quite good, especially in the Cardiac Poly Outpatient Unit. However, considering the importance of health services, it must always be improved so that the quality of health services received by the community is always maintained. There are still many things that must be considered, for example, the problem of waiting rooms that must be added to the seats for visitors and the speed of service that must still be improved.

In perceiving the quality of service, satisfaction, or image, a person would base the perception on the values felt by the patients. The research aimed at analyzing the influence of service quality on the reuse of inpatient services at Hospital X. This was an analitic survey research with the cross sectional study design. Responden taken as samples were as many as 120 people. Data collected through an interview, questionnaire, and documentation. Data were analyzed using the descriptive statistics analysis namely calculating the average, percentage, frequency tables and inferential statistics through the Chi-square test, multivariate analysis through the multiple logistic regression analysis. The research result indicates that the influence of service quality with the inpatient reutilization in general hospital X was significant, that is service quality of administration (p = 0,032), service quality of doctors (p = 0,001), service quality of nurses (p = 0,000), service quality of pharmacist (p = 0,000), service quality of instruments (p = 0,020), and quality service of treatment rooms (p = 0,009). The variable of the nurses service quality and pharmacist’s quality are the most influential variables on quality service with the inpatient reutilization.

This research was conducted to determine the quality of e-identity card (e-KTP) making services provided by UPTD Administrative Services Subdistrict Government Baki Regency, which is measured through several indicators of service quality, namely: direct evidence, reliability, responsiveness, assurance, empathy, and communication. In addition, this research was also conducted to determine the constraining factors of the quality of e-KTP services which can be seen from the facilities and infrastructure, service procedures, and the ability of employees. This study uses a qualitative descriptive approach with data collection obtained from observations and interviews. The results of this study indicate that the quality of service for making e-KTP in UPTD Baki Subdistrict has been maximized which can be seen from the guarantee of definite completion, adequate facilities and infrastructure, good attention and response from employees, high employee responsiveness and being able to provide reliable information. Researchers suggest that the UPTD Baki Subdistrict further improve the performance of its employees by conducting training for employees, adding facilities and infrastructure and also clarifying information about service procedures.

This study aims to analyze the strategy of improving the quality of public services through digital innovation in Sunter Agung Urban Village. In the era of globalization and rapid development of information technology, public services are expected to be more responsive, transparent, and efficient. The research used a descriptive qualitative approach with data collection through documentation studies and in-depth interviews with urban village officials and service users. The results showed that the use of digital innovations such as web-based service applications, online queuing systems, and document digitization has had a positive impact on improving service quality, including accelerating administrative processes and increasing community satisfaction. However, various obstacles are still found, including limited network infrastructure, suboptimal human resource capacity in mastering technology, and low digital literacy among the community, especially the elderly. For this reason, the proposed quality improvement strategy includes strengthening institutional capacity through digital training for apparatus, developing technological infrastructure, and digital literacy campaigns involving the wider community. This research is expected to serve as a reference for local governments in developing inclusive and sustainable digital-based public services.

Background: In 2021, there were 38 deaths for every 1000 live births in the world's under-five population. Predisposing factors, enabling resources, need, and health service usage are the three primary elements that make up Andersen's theory and have an impact on health care utilisation. Goal: To ascertain how patient trust and service quality relate to Sekanak Raya Village's whole basic immunisation program. Method: This study is quantitative in nature and uses a cross-sectional, analytical observational methodology. The mothers who had children in Sekanak Raya Village made up the study's population. Tools for gathering data include questionnaires and observation sheets. In data analysis, the chi-square test was employed. Result: The findings indicate that 15 out of 100 underdog moms believe in complete basic immunisation status, whereas 18 out of 100 underdog mothers believe that the quality of service is good with complete basic immunisation status. For patient confidence, the chi square statistical test yielded a p-value of 0.022 < 0.05, whereas for service quality, the p-value was 0.004 < 0.05. In Sekanak Raya Village, UPTD Working Area, Puskesmas, Rear Padang, Batam City, total basic immunisation quality and patient trust are significantly correlated in 2024.

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.

The quality of health services is very important to measure how far the Community Health Center is in providing services to patients by looking at the number of BPJS patient visits at the Bukit Lawang Community Health Center, Langkat Regency, which only reached 82.00% in 2020, 77.9% in 2022 and 76.9% in 2023 compared to the target of 95%. Data from the Bukit Lawang Community Health Center, Langkat Regency for the period 2021-2023 showed fluctuations in the number of BPJS patient visits every month. The purpose of this study was to analyze the effect of the quality of public health services on patient satisfaction at the Bukit Lawang Health Center, Langkat Regency in 2023. The research design used a quantitative method with a cross-sectional study approach. The population in this study were all patients who visited the Bukit Lawang Health Center, Langkat Regency in 2023 with an average number of visits of 292 patients per month, the number of samples of 75 people was obtained using a purposive sampling technique. Data analysis used univariate, bivariate and multivariate analysis with logistic regression tests. The results of the study using the chi-square test showed that the variables reliability, assurance, tangible, empathy and responsiveness had a p-value <0.05. The results of the study using the logistic regression test showed that the variables reliability, empathy and responsiveness had a sig. <0.05 and the variables assurance and tangible had a sig.> 0.05. The conclusion of the study is that the variables that significantly affect patient satisfaction are the variables reliability, empathy and responsiveness and the variable that most significantly affects patient satisfaction is the variable reliability.

Dalam membantu mobilitas masyarakat besar, transportasi umum yang memadai menjadi salah satu langkah tepat untuk memfasilitasinya. Penelitian ini memiliki tujuan untuk pelayanan mengetahui bersama PT. Kereta Api Indonesia melalui kepuasan pengguna Kereta Rel Listrik (KRL) di stasiun transit. Penelitian ini menggunakan metode kuantitatif dengan metode pengumpulan data melalui kuisioner secara personal untuk mendapatkan respon para pengguna terhadap pelayanan pada tasiun transit. Kuisioner ini berisi pertanyaan seputar kualitas pelayanan yang disediakan di stasiun transit. hasil penelitian yang didapat dari 63 orang responden rata-rata memberikan nilai cukup baik pada fasilitas yang disediakan yang diberikan penyedia layanan, dengan nilai sebesar 7,4 poin untuk total pelayanan pada stasiun transit. Dengan diadakannya penelitian ini, diharapkan mutu pelayanan yang disediakan pada transportasi umum semakin meningkat, sehingga akan memberikan kepuasan pada lebih banyak pengguna transportasi.

Hospitals are a comprehensive part of social and media organizations whose function is to provide complete health services to the community, both curative and rehabilitative, hospital services reach family and environmental services. The aim of the research is to analyze the influence of health service quality on patient satisfaction in the inpatient room of Melati Perbaungan Hospital. Analytical survey research design with a cross sectional design. The total population of patients treated from June 2023 to August 2023 in the Inpatient Room at Melati Perbaungan Hospital is 167 people. The number of samples was 62 people. The results of the chi square test research show that there is an influence of 8 variables, namely technical competence, human relations, effectiveness, efficiency, continuity, security, human relations and comfort, which have a p-value <α 0.05, meaning that technical competence, human relations, effectiveness, efficiency, continuity, safety, human relations and comfort influence patient satisfaction in the Melati Perbaungan Hospital inpatient room. The results of the multiple logistic regression test are the most dominant comfort variable with an odds ratio (OR) of 18.455, meaning that it influences patient satisfaction 18 times. The conclusion is that the comfort variable is the dominant variable that has the most influence on patient satisfaction in the Melati Perbaungan Hospital inpatient room. It is recommended for hospitals to adopt policies to increase patient comfort in treatment rooms in order to produce optimal satisfaction for patients.

Quality is one of the important elements in every health service. Therefore, in providing health services for the community, health service providers must always maintain the quality of services provided. The purpose to be achieved in this study is to analyze the factors that affect the quality of health services on patient satisfaction of the General Polyclinic at Bethesda Gunungsitoli General Hospital. This type of research uses a descriptive analytical survey with a cross sectional design. The population in this study was all patients who came for outpatient treatment at the General Polyclinic at Bethesda General Hospital Gunungsitoli approximately 2235 visits to take smpel using the Accidental sampling method.While the sample amounted to 100 people. Data analysis was carried out by univariate, bivariate and multivariate analysis. Based on the results of  the chi-square  test, it is known that the incidence of hypotension affects  Tangible, Responsiveness, Reliability, Assurance and Empahaty  p = 0.000, meaning that there is Tangible, Responsiveness, Reliability, Assurance and Empahaty to patient satisfaction. From the results of multivariate analysis, it is known that the most influential variable in this study is the Responsiveness variable with an OR value of 15,104. The conclusion in this study is that responsiveness is the dominant factor affecting patient satisfaction at the General Polyclinic at Bethesda General Hospital Gunungsitoli. To be able to improve the quality of services that must be improved, especially security and comfort guarantees for patients such as: completing patient administration, responding quickly to patient complaints, providing drugs quickly and precisely, providing information and quick response in handling patients to be improved to create a patient satisfaction that becomes patient satisfaction at the General Polyclinic at Bethesda General Hospital Gunungsitoli.    

It can be said that patient satisfaction is an abstract thing and the results vary greatly because basically it really depends on each individual's perception. Patient satisfaction can be said to be fulfilled if the services provided are in accordance with their expectations. The aim of the research is to analyze the Quality of Emergency Room Services on Patient Satisfaction at RUMKIT TK II Iskandar Muda Banda Aceh. The research design used in this research is an analytical survey with a cross sectional design. The population in this study was all 2,058 emergency room patients. The number of samples to be studied is 95 people. Data analysis was carried out using univariate, bivariate and multivariate analysis. The statistical tests used are the chi square test and logistic regression. The results of the chi square test research show that there is an influence of 5 variables, namely reliability, responsiveness, assurance, empathy and physical evidence, which have a p-value <α 0.05, meaning that reliability, responsiveness, assurance, empathy and physical evidence influence patient satisfaction in the RUMKIT TK ER. II Iskandar Muda Banda Aceh and the multivariate test shows that the 5 variables of reliability, responsiveness, assurance, empathy and physical evidence influence the results of the multiple logistic regression test showing that the responsiveness variable is the most dominant with an odds ratio (OR) of 15,104, meaning 15 times influencing patient satisfaction. The conclusion was that the dominant responsiveness variable had the most influence on patient satisfaction at the RUMKIT TK II Iskandar Muda Banda Aceh emergency room. It is recommended for hospitals to adopt policies to increase patient responsiveness in the ER in order to produce optimal patient satisfaction.      

Knowledge of the rights and obligations of the community as consumers to receive professional healthcare services is increasing. Therefore, companies in the service sector continue to improve the quality of services for consumers with the aim of creating user satisfaction. One of them is the Regional General Hospital, which becomes the choice for the wider community because it is cheaper compared to private hospitals. Even though sometimes the service is less satisfactory. This research was conducted in April - May 2015 in the Obstetrics Inpatient Room of Wijaya Kusuma Hospital, Dr. Drajat Prawiranegara Regional General Hospital, Serang. This research is a quantitative descriptive study using a cross-sectional approach with accidental sampling technique that meets the inclusion criteria. The results of this study are from 155 respondents, 54.8% assessed the quality of obstetric services in the obstetrics inpatient ward of RS Dr. Drajat Prawiranegara as not good. Descriptive analysis results show respondents are aged between 20-30 years (55.5%), have a low level of education (54.8%), do not work (56.1%), use costs from government/private insurance (81.9%), and have a new patient status (69.7%). The conclusion of this study is that there are significant factors related to the assessment of the quality of obstetric services, namely the source of cost (p=0.031), while factors that are not related are age (p=0.219), education (p=1.000), occupation (p=0.218), and patient status (p=0.25). There is one factor that has the most influence on the assessment of the quality of obstetric services based on multivariate analysis, namely the source of cost with an exp (B) value of 0.339.

The quality of nursing care services is a form of professional service and an integral part of healthcare. Patient satisfaction with nursing care is when patients and their families feel that everything meets their expectations. The current phenomenon is that some patients still report not receiving optimal nursing care, lack of communication in providing services, leading to dissatisfaction during their hospital stay. The aim of this research is to determine the relationship between the quality of nursing care services and patient satisfaction in the Bougenville Inpatient Room at dr. Murjani Regional General Hospital Sampit. The research method uses a correlation research design with a cross-sectional method. The instruments used in this study were questionnaires and the Rank Spearman statistical test aimed at 66 patients in the Bougenville Inpatient Room at dr. Murjani Regional General Hospital Sampit. The Spearman rho test result is 1.000, and the P-value is 0.000, which means the alpha value is 0.05, indicating that H1 is accepted. Therefore, there is a positive and significant relationship between the quality of nursing care services and patient satisfaction. The conclusion of this study is that there is a relationship between the quality of nursing care services and patient satisfaction in the Bougenville Inpatient Room at dr. Murjani Regional General Hospital Sampit. It is recommended for dr. Murjani Regional General Hospital Sampit to evaluate service satisfaction, especially improving the quality of nursing care services in the Bougenville Room.

Hospitals are an internal part of the health service system. In Indonesia, all public and private hospitals have the duty to carry out curative and rehabilitative efforts without neglecting preventive and promotive efforts as well as making referral efforts. Patients have the right to obtain quality health services in accordance with professional standards and standard operational procedures so that hospitals are always required to improve the quality of service. The aim of this research is to determine the influence of the quality of health services on interest in returning to Piru Hospital, West Seram Regency. This research method is quantitative using a cross sectional approach. The sample in this study consisted of 30 respondents according to Sugiyono 2019:127. This research instrument uses a questionnaire. Data processing uses SPSS, using the chi-square test with a significance level of (0.05). The results of the research on the influence of health service quality on return interest showed that the p value was <0.000 with (α<0.05), meaning there was a significant relationship between the influence of health service quality on return interest at Piru District Hospital. . The results of research on the influence of health service quality on interest showed that the p value was > 0.05 with (α > 0.05), meaning there was no significant relationship.

Health services which is execllent is able to refer to prime levels that are implemented on basis of service and code of ethics. Those will create a satisfaction for each patient. To measure the quality of service, there are several references, including; tangibles, reliability, empathy, assurance, and responsiveness. This study investigated the correlation between service quality and outpatient satisfaction at Manguharjo Lung Hospital (RS Paru Mangunharjo), Madiun, East Java. All the specimens in this research were outpatients where purposive sampling is used to determine the research sample. Data Accomodation technique is carried out by questionnaire. The  output of the research, from 80 respondents asked about the relation between service quality and outpatient satisfaction at Manguharjo Lung Hospital, it can be concluded that there are dealings among Reliability, Assurance Tangibles, Empathy, and Responsiveness. The outcome of this research is ecpected to contribute theoritically such escalating quality development especially in public institutions, namely hospitals. Practically, It can be a consideration in arranging the policies that relate about hospital service particularly for outpatient service cases.

Hospitals are an integral part of social and media organizations whose function is to provide comprehensive health services to the community, both curative and rehabilitative, where hospital services reach family and environmental services. The aim of the study was to analyze the effect of the quality of health services on patient satisfaction in the inpatient room of the Medan Indonesian Workers' Imelda Hospital. The research design used in this study was an analytic survey with a cross sectional design. The population in this study were all patients who were treated from November 2022 to February 2023 in the Inpatient Room of the Imelda Indonesian Workers Hospital in Medan, totaling 167 people. The number of samples to be examined by the entire population is 62 people. Data analysis was performed using univariate, bivariate and multivariate analysis. The statistical test used is the chi square test and logistic regression. The results of the chi square test showed that there was an influence of 8 variables, namely technical competence, human relations, effectiveness, efficiency, continuity, security, human relations and convenience, which had a p-value <α 0.05, meaning technical competence, human relations, effectiveness, efficiency, continuity, security, human relations and comfort affect patient satisfaction in the inpatient room of Medan Indonesian Workers Imelda Hospital, and the multivariate test with the results of multiple logistic regression tests shows that the variable of technical competence is the most dominant with an odds ratio (OR) of 45,348 meaning 4 times affect patient satisfaction. The conclusion was that the dominant technical competency variable had the most influence on patient satisfaction in the inpatient room of Imelda Indonesian Workers Medan Hospital. It is recommended for the hospital to make policies in order to improve technical competence in the treatment room so as to produce optimal patient satisfaction..