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This study used a qualitative approach with a Systematic Literature Review (SLR) as the data collection technique. This study examined the institutional factors causing long dwelling times at Tanjung Emas Port and mitigation efforts. The analysis revealed that the main root of the problem lies in the lengthy administrative and goods inspection (customs) processes, particularly in the red, yellow, and green inspection lanes. Obstacles include the lack of data integration (such as PIB and SPPB dates) between the Semarang Container Terminal (TPKS) and Customs, as well as incomplete documents by service users. A significant impact was felt on imports, where dwelling times were longer due to complicated quarantine and customs inspections, while exports were relatively unaffected.

The administration of population services in Rumbai Timur District continues to face challenges following the regional expansion that required residents to update their civil documents. The SIPENDUDUK website was introduced to simplify digital submissions; however, its implementation has not been fully effective. A portion of the community, particularly older adults and individuals with low digital literacy, still struggles to navigate service flows and upload required documents. This study aims to evaluate the service quality of the SIPENDUDUK website in improving the effectiveness of civil administration services. A descriptive qualitative method was employed through observations and interviews with officers and service users. The findings indicate that although the website has facilitated administrative processes, its accessibility has not yet reached all user groups due to varying technological capabilities. The system shows adequate efficiency and stability, although several technical issues remain. Service security is maintained through controlled access and a simplified interface. User support is provided through direct assistance from the local office, including manual guidance and mobile outreach services. These results highlight that the success of digital services depends not only on system quality but also on user readiness. This evaluation is expected to contribute to improving the effectiveness, inclusiveness, and overall quality of population administration services in Rumbai Timur District.

Introduction: Experiential marketing has become a growing trend in promotional activities by emphasizing personalization and active customer involvement. Preliminary observations indicate a decline in outpatient visits among patients with general insurance and non-JKN coverage in 2023, which may be influenced by a decrease in their intention to use outpatient services. This condition highlights the need for hospitals to implement experiential marketing strategies to enhance patient interest and experience. Objective: This study aims to empirically examine the influence of patient experience and service perception on the intention to use outpatient services, with Strategic Experiential Modules (SEMs) as an intervening variable. Methods: This quantitative research employs a causal design involving outpatient service users as the population. A non-probability sampling technique was used, yielding 249 respondents. Data were collected using a questionnaire and analyzed using Structural Equation Modeling (SEM) with AMOS software. Results: The findings reveal that patient experience and service perception simultaneously have a significant positive influence on the intention to use outpatient services through SEMs. Service perception directly shows a significant positive effect on both SEMs and intention to use outpatient services, while SEMs also significantly enhance usage intention. Service perception emerges as the dominant variable in increasing SEMs and usage intention, whereas patient experience has the weakest effect. Conclusion: Patient experience and service perception collectively influence the intention to use outpatient services with SEMs as an intervening variable. Strengthening Customer Relationship Management is essential by improving human resources and optimizing service asset.

Digital transformation in the banking sector has introduced numerous conveniences in financial transactions, yet simultaneously opened opportunities for increasingly sophisticated and damaging new forms of crime. This article comprehensively analyzes criminal policy in combating digital banking crime in Indonesia, exploring the legal, technological, and institutional challenges faced, and formulating effective prevention strategies. Through systematic literature review and critical policy analysis, this research demonstrates that digital banking crime in Indonesia has experienced significant increases both in quantity and complexity of modus operandi, encompassing phishing, skimming, hacking, social engineering, banking trojan malware, and various technology-based fraud schemes. Financial losses amount to trillions of rupiah annually, excluding the psychological impact on victims and erosion of public trust in digital banking systems. Research findings identify fundamental challenges in combating digital banking crime, including limitations in legal frameworks that have not fully accommodated technological developments, gaps in law enforcement capacity for cyber investigation, complexity of evidence in digital cases, complicated cross-border jurisdiction, rapid evolution of crime modi outpacing regulatory adaptation, and low digital security literacy among banking service users. Policy analysis shows that penal approaches through criminalization and law enforcement, while important, are insufficient without comprehensive non-penal strategies.

This research aims to conduct an in-depth analysis of the administrative process for container Delivery Order (DO) handling implemented at Batu Ampar Port, Batam. The primary focus is to identify the procedural stages and evaluate the obstacles encountered during the DO issuance process. The Delivery Order is a crucial import document that serves as a transit permit, enabling service users to retrieve imported goods from the port area. The research methodology employs field research (field research) supported by a literature review (library research), allowing for the practical and thorough collection of operational data. The findings indicate that the administrative DO handling workflow commences with the receipt of documents from the shipping company representatives or service users, followed by the segregation of documents based on the company, recording the number of DOs, and culminates in the printing and validation of Form 2B, which serves as the official proof of cargo collection. This entire process demands close coordination among work units, particularly the administration and container depot sections. The study concludes that the effectiveness of DO management significantly impacts the smooth distribution of imported goods from the port. Common constraints frequently encountered include data inconsistency between the Bill of Lading and the received DO, as well as limitations in facilities and human resources within the administrative process. Recommended solutions include increasing supervision and refining the communication system between the applicant and the officials to ensure that the DO issuance process proceeds smoothly, promptly, and in compliance with established procedures.  

Service quality is a vital element that must be prioritized to achieve excellence in public service delivery. It serves as the cornerstone for any institution, directly influencing public satisfaction. Such satisfaction can only be realized when services are delivered effectively, efficiently, and in alignment with the community’s needs. This study aims to assess the quality of public services at the Plampang Village Office and identify factors that hinder its enhancement in 2022. Using a descriptive method with a qualitative approach, the research explores and analyzes various phenomena, events, social activities, attitudes, beliefs, perceptions, and community perspectives, both on an individual and collective level. The findings reveal that the assurance dimension of service quality received favorable feedback from service users. However, other dimensions still exhibit notable deficiencies, such as the public’s limited awareness of service standards, the small size of service spaces, and inadequate facilities, such as computers and laptops, which often experience technical issues, leading to delays in service completion.

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

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

This study aims to analyze the role of the Terminal Inspection Service (TIS) Unit in supervising landside facilities at Minangkabau International Airport. Landside facilities include passenger terminals, drop-off areas, parking lots, and other public spaces that serve as key interaction points between airport services and users. Effective supervision of these areas is essential to ensure safety, comfort, and order within the airport environment. A qualitative descriptive approach was employed in this research, with data collected through field observations, in-depth interviews with TIS personnel and related stakeholders, as well as documentation analysis of existing regulations and supervision procedures.The findings reveal that the TIS Unit plays a strategic role in maintaining service quality and the security of landside facilities. This role is carried out through regular monitoring activities, early detection of potential disruptions, and the handling of various violations in public areas. However, the implementation of TIS duties still faces several challenges. These include limited personnel, which restricts comprehensive supervision of all areas; slow response from relevant units when operational issues are reported; and low discipline and compliance among service users, which further complicates enforcement efforts.To enhance the effectiveness of supervision, this study proposes several recommendations. These include strengthening inter-unit coordination within the airport, providing ongoing training for TIS personnel to improve competency and responsiveness, and implementing an integrated digital reporting system to streamline reporting and follow-up processes. Such measures are expected to support more optimal and sustainable supervision of landside facilities at the airport.

This study was conducted at Bio Live Healthy Home, located in Sei Bamban District, Serdang Bedagai Regency. The primary objective of this research is to determine how lifestyle, reference groups, and consumer attitudes influence the decision to use services offered by the institution. In a rapidly growing health and wellness industry, understanding consumer behavior is essential to improve service quality and increase customer engagement. To achieve the research objectives, the study employed a survey method with a quantitative approach. The target population consisted of service users, and a sample of 92 respondents was selected. Data collection was carried out through a combination of observation, interviews, documentation, and the distribution of structured questionnaires. The questionnaire was designed to capture variables related to lifestyle, reference groups, attitudes, and service usage decisions. Before conducting the main analysis, the data were tested for validity and reliability to ensure that the instrument accurately measured what it intended to measure. Furthermore, classical assumption tests, including normality, multicollinearity, and heteroscedasticity tests, were conducted to confirm the feasibility of using a multiple linear regression model. The analysis was performed using the Statistical Package for the Social Sciences (SPSS) software. The results of the study revealed that lifestyle, reference groups, and attitudes each had a significant and positive influence on the decision to use services at Bio Live Healthy Home. This indicates that individuals with health-conscious lifestyles, influenced by their social environment and holding positive attitudes toward wellness services, are more likely to engage with the services offered. Moreover, these three factors collectively contributed to a meaningful explanation of the variation in consumer decisions. In conclusion, the findings highlight the importance for service providers to consider psychological and social factors when designing marketing strategies.

Health financing is a subfield of health economics, where it refers to the amount provided by people at the individual, family, and community levels from public and private sources. The public and non-public sectors that work together to fund health care initiatives are all committed to improving health services and society as a whole. From the source of health financing, its implementation is directed at several main things, namely eliminating cost barriers to obtaining health services, equity in access to services, increasing efficiency and effectiveness of resource allocation (resources) and adequate and acceptable service quality for service users. By making the implementation of the Social Health Insurance program and other private programs, health financing is more efficient and affordable for the community.

Employee performance in government agencies often gets a red report card from the public. These problems usually arise as a result of employee performance that is considered unsatisfactory to service users such as not being able to explain service procedures, unprofessional time management and lack of providing solutions to problems encountered. The assessment of employee performance as described by Andrew states; Quantity, Quality, Job knowledge and employee skills in carrying out work are one of the assessments of good performance on employees. The level of public satisfaction is influenced by the performance of employees and in this era of bureaucratic reform is very well considered by the government. The government through the Minister of Administrative Reform and Bureaucratic Reform issued Permenpan No.14 of 2017 which explains the guidelines for community satisfaction surveys in public service delivery units. The purpose of this study was to analyze the effect of village employee performance on community satisfaction in Nginden Jangkungan Village, Surabaya. The method used in this research uses quantitative methods. The population used is the people of Nginden Jangkungan Village using a sample based on the slovin formula which obtained the results of 105 respondents. The technique used in analyzing this research is simple linear regression. In processing the respondent's data, the author uses the SPSS version 26 system and produces an answer which states that the performance variable partially and significantly affects community satisfaction in Nginden Jangkungan Village, Surabaya. Then based on the simultaneous test, the performance variable of Nginden Jangkungan Village employees also has a positive and significant effect on community satisfaction. The conclusion of this study is that there is a significant and positive effect of urban village employee performance on community satisfaction. However, it is necessary to pay attention to the officer's ability to manage time management and responsibility because it is slightly lagging behind other statement items.

This study aims to examine the optimization efforts made by the Apron Movement Control (AMC) unit in supervising and regulating the movement of people and vehicles in the airside area of ​​Komodo International Airport, Labuan Bajo. The AMC unit is responsible for managing the movement of aircraft, people, and vehicles, including plotting parking stands, arranging ground handling, administering flight data, licensing airside vehicles, supervising engine run-up, apron cleanliness, and handling fuel spills. Supervision is carried out based on SOP, but in emergency situations such as aircraft skidding or unloading on the taxiway, the AMC must be able to adapt quickly to relevant safety procedures. This study uses a qualitative method with direct observation techniques, interviews with three AMC personnel, as well as SOP documentation and incident reports. The results show that the implementation of supervision and control has been running according to PM-IK standards. The focus of supervision includes aircraft movement, engine idle, GSE vehicle speed, completeness of worker PPE, and passenger arrangements to the aircraft. However, the main obstacle is the limited personnel which causes a high workload and supervision is not optimal, so that violations by service users or workers still occur and have the potential to endanger flight safety.

This study aims to describe the Accessibility of Management Information System Services at the Library and Archives Service of Gorontalo Regency. The research method uses a qualitative approach. The results of the study indicate that the Accessibility of Management Information System Services at the Library and Archives Service of Gorontalo Regency has not been running well, where of the three indicators measured there are two indicators that are not fully optimal, namely data access time and data accuracy, this can be seen from the many complaints from service users about the slow responsiveness of data or information needed by service users and frequent errors or inconsistencies between the data or information needed by service users and what is presented by the Management Information System. While one other indicator, namely access flexibility, is considered optimal, this can be seen from the time and method of the information access process which can really adjust to the conditions of service users, namely it can be accessed anytime and anywhere and in any way such as accessed via laptop, computer or smartphone.

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.

This study discusses the accountability of perpetrators of online gambling crimes in Indonesia from the perspective of applicable positive law. Online gambling is a form of cybercrime that has developed along with advances in information and communication technology, and has various negative impacts on society, including economic losses, moral damage, and increasing crime rates. The main focus of this study is to examine how legal regulations in Indonesia, especially in the Criminal Code (KUHP), the Electronic Information and Transactions Law (UU ITE), and other related regulations, regulate and ensnare online gambling perpetrators, both as the main perpetrators, platform providers, and service users. This study uses a normative juridical method with a statutory approach and a case approach. Data were obtained through literature studies and analysis of relevant court decisions. The results of the study show that although Indonesian positive law has regulated the prohibition of gambling, there are still gaps in norms and challenges in implementation, especially related to evidence, jurisdiction of cross-border perpetrators, and adaptation of law enforcement officers to digital modus operandi. The conclusion of this study emphasizes the need for synchronization of regulations and increased law enforcement capacity, including the formation of more comprehensive special regulations regarding online gambling crimes. This is important so that the criminal responsibility of the perpetrator can be enforced effectively within the framework of justice and legal certainty.

An Airport Pass is a special permit granted to an individual or group to enter a restricted area of an airport environment. The airport area has areas that can only be passed by officers and aviation service users with certain requirements such as, Security Restricted Area, Sterile Area, Restricted Area, Public Area. Avsec Awareness is the provision of counseling and understanding of aviation security concerns, and Background Check is a background check to ensure that applicants are not involved in crimes, falsifying documents, providing false information/data and being involved in prohibited organizations. The role of the Airport Authority Office in controlling the issuance of Airport Passes is very important to ensure that individuals who have access to restricted areas are in accordance with applicable regulations. This study aims to determine the implementation of avsec awareness & background check process control in the issuance of permanent person passes and identify the obstacles faced during the implementation of the process. The method used in this study is a qualitative method, with data obtained from primary and secondary sources. Primary data was collected through observation and interviews, while secondary data was sourced from Standard Operating Procedures (SOPs), photo documentation, and literature studies. The data analysis techniques used include data reduction, data presentation, and conclusion drawn, by testing the validity of the data using triangulation techniques. The results of this study show that the Region III Airport Authority Office can carry out its duties in accordance with SOPs, including control of the avsec awareness and background check process in the issuance of permanent person passes and the responsibility of the Region III Airport Authority Office in conducting supervision for airport pass holders.

This research aims to determine the effect of service features and promotions on increasing users of Wondr by BNI services with user satisfaction as an intervening variable. This type of research is quantitative. The population in this study were BNI customers of the Medan Industrial Estate Branch Office who were registered and had used the new digital service application WONDR by BNI. The total population was 16,769 customers with a sample of 391 respondents. Data was collected by questionnaire with a Likert scale, validity testing, reliability and hypothesis testing were carried out using SmartPLS ver 4.0 software. The results show that service features have a significant direct effect on user satisfaction, service features have a direct effect on increasing the number of users, promotion has a direct effect on user satisfaction, promotion has a direct effect on increasing the number of users, user satisfaction has a direct effect on increasing the number of users, service features have an indirect effect on increasing the number of users through user satisfaction as an intervening variable, promotion has an indirect effect on increasing the number of users through user satisfaction as an intervening variable. These findings indicate that user satisfaction plays an important role in strengthening the effect of service features and promotions on increasing the number of service users. Therefore, to sustainably increase the number of users, Wondr by BNI needs to optimize service features that are responsive to user needs and implement promotional strategies that can increase user satisfaction and loyalty.

Quality public service is what is called the best service that meets service quality standards. Service standards are the benchmarks used as guidelines for the delivery of service and the reference for evaluating the quality of service as the obligation and promise of the service providers to the community in the context of quality, fast, affordable, and measurable service. The purpose of this study is to assess the quality of public service at the Maniangpajo Subdistrict office and to identify the factors affecting the quality of public service at the Maniangpajo Subdistrict office. This research uses a qualitative method with a population of 5 individuals, consisting of civil servants (2 people) and the public (3 people). Data collection was done using observation, interviews, and documentation techniques, while the data analysis technique used in this study is qualitative analysis, specifically the interactive analysis technique.The results of this study show that the service at the Maniangpajo Subdistrict office is considered good by service users because the staff are proactive in providing information and the waiting room is comfortable. Although there are no specific SOPs in place, they apply service standards in accordance with government regulations. However, issues such as limited human resources and the unavailability of ID card forms cause delays in service.For internal factors, it can be concluded that the main obstacle to service delivery at the Maniangpajo Subdistrict office is frequent internet network disruptions. These disruptions slow down the service process that requires internet connectivity. Additionally, internal factors such as the limited number of service personnel also affect the efficiency of service, especially when many service users are present, resulting in long waiting times.

This research aims to determine the analysis of service quality on customer satisfaction at the Tingkir Type A Terminal, Salatiga City. In this research, the objects taken were service users at the Tingkir Terminal. Data sources include primary and secondary data. The sample in this study was 100 service user respondents at Tingkir Terminal. Data collection was carried out using observation methods, literature studies, interviews, documentation and questionnaires. The data analysis technique is a multiple linear regression technique which is first tested through a questionnaire test (validity and reliability) and classical assumption tests (autocorrelation, heteroscedasticity, multicollinearity, normality). The results of the analysis using the statistical tools of the SPSS V.26 program obtained a multiple linear regression equation: Y = 2,637 + 0,170.X1 + 0,203.X2 + 0,180.X3 + 0,179.X4 + 0,171.X5 + μ. The results of the multiple linear regression equation show that the Tangible Variable (X1) has a tcount of 0.170 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The Reability variable (X2) has a tcount of 0.203 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The Responsive Variable (X3) has a tcount of 0.180 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The variable Emphaty (X4) has a tcount of 0.179 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. The Assurance variable (X5) has a tcount of 0.171 and a ttable of 1.66105, so H0 is rejected and Ha is accepted. Based on the results of the study, conclusions can be drawn from multiple linear regression analysis and the distribution of respondents' answers regarding independent variables (Tangible, Reability, Responsive, Emphaty, Assurance) has an influence on the dependent variable (Customer Satisfaction).