Publication Search

This study aims to analyze the level of student satisfaction in paying tuition fees (UKT) through the BRImo application at Universitas Negeri Gorontalo. The research applies the service quality (SERVQUAL) framework, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A qualitative descriptive approach was employed, with data collected through in-depth interviews, direct observations, and documentation. Participants included students who actively use the BRImo application for UKT payments as well as staff responsible for tuition management. Data analysis followed a systematic process involving data reduction, data display, and drawing conclusions to ensure accuracy and clarity of findings. The results indicate that using the BRImo application for tuition payment offers significant convenience and efficiency, allowing students to complete transactions without physically visiting the university payment office. Despite these benefits, several challenges were identified, including failed transactions, delays in payment confirmation, and suboptimal responses from customer service staff. Overall, the study concludes that student satisfaction with tuition payments via BRImo is considered fairly good. Nevertheless, improvements in reliability and responsiveness are recommended to further enhance the user experience and optimize the quality of service provided.  

This study explores the relationship between service quality dimensions and customer loyalty in high-contact service industries, including healthcare, hospitality, and financial services, particularly in emerging markets. Using the SERVQUAL model, which identifies five key dimensions tangibles, reliability, responsiveness, assurance, and empathy the research examines how these dimensions influence customer loyalty. A quantitative research design is employed, with data collected through a cross-sectional survey of 400 respondents using a structured questionnaire. The study analyzes service quality, customer satisfaction, and loyalty using Structural Equation Modeling (SEM), regression analysis, and Exploratory Factor Analysis (EFA). Findings reveal that reliability and empathy are the most influential factors in fostering loyalty, with customer satisfaction acting as a mediator. Additionally, the research highlights the role of perceived value and customer experience in moderating these effects, particularly in sectors like healthcare and hospitality. The study extends the SERVQUAL model by integrating new dimensions such as customer experience and perceived value, offering a more comprehensive framework for understanding service quality in high-contact industries. These insights provide actionable recommendations for service managers to enhance customer loyalty by addressing both functional and emotional aspects of service quality

Tuberculosis (TB) remains a global and national health issue. Sijunjung Regency has seen an increase in TB cases, with fluctuating treatment success rates. Medication adherence is a key factor in treatment success and is influenced by the quality of health care services. This study aims to analyze the quality of services regarding medication adherence among TB patients, explore patients’ perceptions, describe service factors influencing adherence, and understand the role of health workers from the patients’ perspective at Community Health Centers (Puskesmas) throughout Sijunjung District. This study employed a qualitative approach with a phenomenological design. The primary informants consisted of 8 TB patients, plus key informants (2 healthcare workers) and additional informants (2 family members). Data were collected through in-depth interviews, observations, and document reviews. Analysis utilized the Miles & Huberman model.Research results on the quality of healthcare services are related to the level of medication adherence in tuberculosis patients. The dimensions that contribute most to adherence are empathy, assurance, and responsiveness. Positive perceptions are seen in aspects of interpersonal relationships (friendliness, patience, effective communication) and logistical reliability (drug availability), while negative perceptions are related to the lack of privacy in waiting rooms, long administrative waiting times, and inflexible service hours for informal workers. Health service factors that influence adherence include continuous education and information, active supervision and monitoring, ease of service access, and support from healthcare workers. The role of healthcare workers in supporting patient adherence, according to the patient's perspective, is as educators and motivators.Based on this study, high-quality care particularly empathy, assurance, and responsiveness is crucial for patient adherence. Improvements to physical facilities and greater flexibility in service hours are needed.  

Tuberculosis (TB) remains a global and national health issue. Sijunjung Regency has seen an increase in TB cases, with fluctuating treatment success rates. Medication adherence is a key factor in treatment success and is influenced by the quality of health care services. This study aims to analyze the quality of services regarding medication adherence among TB patients, explore patients’ perceptions, describe service factors influencing adherence, and understand the role of health workers from the patients’ perspective at Community Health Centers (Puskesmas) throughout Sijunjung District. This study employed a qualitative approach with a phenomenological design. The primary informants consisted of 8 TB patients, plus key informants (2 healthcare workers) and additional informants (2 family members). Data were collected through in-depth interviews, observations, and document reviews. Analysis utilized the Miles & Huberman model.Research results on the quality of healthcare services are related to the level of medication adherence in tuberculosis patients. The dimensions that contribute most to adherence are empathy, assurance, and responsiveness. Positive perceptions are seen in aspects of interpersonal relationships (friendliness, patience, effective communication) and logistical reliability (drug availability), while negative perceptions are related to the lack of privacy in waiting rooms, long administrative waiting times, and inflexible service hours for informal workers. Health service factors that influence adherence include continuous education and information, active supervision and monitoring, ease of service access, and support from healthcare workers. The role of healthcare workers in supporting patient adherence, according to the patient's perspective, is as educators and motivators.Based on this study, high-quality care particularly empathy, assurance, and responsiveness is crucial for patient adherence. Improvements to physical facilities and greater flexibility in service hours are needed.  

Patient satisfaction is one of the key indicators in assessing the quality of nursing care in hospitals. High-quality nursing care can enhance patient trust, comfort, and satisfaction during their treatment. This study aims to determine the relationship between the quality of nursing care and the satisfaction of inpatients at Bahteramas General Hospital in Kendari City. This is an analytical quantitative study using a cross-sectional approach. The sample consisted of 39 inpatients. Data were collected using a questionnaire and analyzed using univariate and bivariate analyses with the chi-square test. The results indicate a significant relationship between all dimensions of nursing service quality and inpatient satisfaction. The tangible dimension was associated with patient satisfaction (p = 0.003), reliability (p = 0.000), responsiveness (p = 0.000), assurance (p = 0.012), and empathy (p = 0.000). In general, patients who rated the quality of nursing care as “poor” tended to be more likely to fall into the “dissatisfied” category, while patients who rated the quality of care as “adequate” tended to be more likely to fall into the “satisfied” category. This study concludes that the quality of nursing care is significantly associated with inpatient satisfaction at Bahteramas General Hospital in Kendari City. . Therefore, hospitals need to improve the quality of nursing care, particularly in terms of physical evidence, reliability, responsiveness, assurance, and empathy, in order to enhance patient satisfaction.

This study aims to analyze the service quality of the issuance of the Job Seeker Card (AK-1) at the Department of Manpower, Cooperatives, and Small and Medium Enterprises of Gorontalo City This study focuses on the five dimensions of service quality based on the SERVQUAL model Tangibles, Reliability, Responsiveness, Assurance, and Empathy The study is conducted based on the decline in the number of job seeker card service users year over year, indicating issues with service quality This study employs a qualitative, descriptive approach Data collection techniques include observation, interview, and documentation Data analysis uses the Miles and Huberman model, which consists of data reduction, data display, and conclusion drawing. The findings show that the service quality at the Department of Manpower. Cooperatives, and Small and Medium Enterprises of Gorontalo City is generally not yet optimal In terms of tangibles, service facilities still need improvement, particularly in the comfort of service rooms In terms of empathy officers have shown concern for the community, but it is not yet consistent across all service situations Responsiveness is considered fairly good, although delays in the service process still occur In terms of reliability, services are not yet fully consistent in providing accurate, precise results Meanwhile, in terms of assurance, officers provide polite and fairly convincing services, although their competence still needs Improvement The conclusion of this study indicates that the service quality of the issuance of the Job Seeker Card at the Department of Manpower Cooperatives, Small and Medium Enterprises of Gorontalo City Still requires improvement, particularly in enhancing facilities, human resource competence and service consistency to increase public satisfaction.

Nursing services are a fundamental part of the hospital service system because nurses interact frequently with patients, particularly in inpatient rooms. The quality of nursing services significantly impacts patient satisfaction. This study aims to determine the relationship between the quality of nursing services and patient satisfaction in the inpatient rooms of UMMI Hospital Bogor. This study used a correlational analytical research design with a cross-sectional approach. The population in the study were 1,944 inpatients at UMMI Hospital Bogor. The sample calculation used the Slovin formula with a simple random sampling technique and obtained 332 respondents. The research instrument for the quality of nursing services was based on the five dimensions of SERVQUAL (tangible, reliability, responsiveness, assurance, and empathy) and a patient satisfaction questionnaire. Data analysis was performed univariately and bivariately using the Chi-Square Test statistic. The results showed that the majority of respondents rated the quality of nursing services as good, namely 214 people (64.5%), while respondents who rated the quality of nursing services as poor were 118 people (35.5%). Patient satisfaction results revealed that of the 332 respondents, the majority (230 people or 69.3%) expressed satisfaction, while 102 (30.7%) expressed dissatisfaction. The statistical test results showed a p-value of 0.000 (p < 0.05). The conclusion of this study is that there is a significant relationship between the quality of nursing services and patient satisfaction in inpatient wards. Therefore, continuous improvement in the quality of nursing services is necessary to enhance patient satisfaction and the quality of hospital services.

This study aims to analyze the factors influencing customer satisfaction at PT JNE Cabang Latta Ambon, focusing on five dimensions of service quality according to the SERVQUAL model: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data were collected through a questionnaire distributed to 145 respondents using shipping services. The results of the analysis indicate that of the five dimensions, only the Empathy dimension has a positive and significant effect on customer satisfaction (β = 0.204; p = 0.048). The other variables, while showing positive effects, did not demonstrate statistical significance. The regression model developed was able to explain approximately 22.1% of the variation in customer satisfaction, emphasizing that there are other factors beyond the measured dimensions that also influence satisfaction. The F-test results show that, simultaneously, all five dimensions of service quality significantly affect customer satisfaction, supporting the SERVQUAL theory that highlights the importance of a multidimensional approach in service delivery. Practical implications of this study suggest that PT JNE Latta Ambon should focus more on enhancing empathy and responsiveness in service, while maintaining the quality of other aspects as a minimum standard. This research provides valuable insights for developing more effective customer-oriented service strategies and opens opportunities for further research in this field.

Telemedicine is a technology-based healthcare innovation that can improve access and efficiency. The quality of service provided by human resources (HR) plays a crucial role in determining patient satisfaction. This study aims to analyze the influence of HR service quality on patient satisfaction among telemedicine users. The method used was a literature review using a qualitative descriptive approach through analysis of scientific articles from various databases published between 2020 and 2025. The results indicate that HR service quality significantly influences patient satisfaction, particularly through aspects of reliability, responsiveness, assurance, empathy, and effective communication. Patient satisfaction is also influenced by ease of access, time efficiency, and trust in the services provided. However, limitations such as the lack of in-person physical examinations remain a challenge in the implementation of telemedicine. Therefore, improving HR competency, particularly in digital communication and technology utilization, is essential to improving the quality of telemedicine services. Therefore, HR service quality is a key factor in increasing patient satisfaction and the successful development of digital healthcare services.

The dimensions of healthcare service quality are a concept for measuring service quality. This study aims to determine the effect of the dimensions of healthcare service quality on the satisfaction of inpatients at Cut Nyak Dhien General Hospital in Langsa City. This study uses a quantitative design of the Survey Analytic type with a cross-sectional approach. The population consisted of 121 inpatients with a sample size of 55 respondents using purposive sampling technique. Analysis used multiple logistic regression test (α=0.05). The research results show that there is an influence between Responsiveness p<0.042 with an EXP (B) value of 11.361, Assurance p<0.008 with an EXP (B) value of 20.163, Empathy p<0.018 with an EXP (B) value of 13.547, Reliability p<0.033 with an EXP (B) value of 6.896 on inpatient patient satisfaction (p<0.05), while the Tangible variable shows no influence with p<0.088 and an EXP (B) value of 4.967. Among these variables, the one that significantly affects inpatient patient satisfaction is the Assurance variable with p<0.008 and an EXP (B) value of 20.163. It is recommended to continuously improve the quality of service comprehensively in every dimension of service quality, strengthen the competence and professionalism of healthcare personnel, enhance the speed and accuracy of service, and build good communication to improve the quality of inpatient services and maintain patient trust in the hospital.  

Healthcare institutions worldwide are undergoing digital transformation to improve efficiency and patient experiences. While many studies focus on clinical applications of information technology (IT), its impact on administrative service quality remains limited, even though administrative services are patients’ primary point of contact. This study examines how IT adoption influences administrative service quality in Indonesian healthcare institutions, focusing on relationships between IT implementation levels and service quality dimensions, as well as mediating and moderating factors. Using a mixed-methods sequential explanatory design, quantitative data were collected from 385 patients and 127 administrative staff across 24 hospitals, supported by 32 in-depth interviews. Service quality was measured using SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings show significant positive relationships between IT adoption and all service quality dimensions, with the strongest effects on reliability and responsiveness. Staff digital competency and system usability partially mediate these relationships, while implementation quality acts as a key moderating factor. Well-implemented systems yield substantially higher service improvements than poorly implemented ones. Most patients prefer digital services when functioning properly, although many report frustration when systems fail or staff lack competency. This study highlights the importance of effective IT implementation to enhance administrative service quality and offers practical insights for healthcare management.

This study aims to examine the effect of Islamic Service Quality comprising compliance, assurance, reliability, tangibles, empathy, and responsiveness on repurchase intention through consumer satisfaction at the Musa’adah Kopontren Retail, Sukorejo Situbondo. This research employs an explanatory research design. The sampling technique used is non-probability sampling with a purposive sampling method. Data were collected a questionnaire distributed both directly and via Google Forms, involving a total of 240 respondents. The data analysis method applied is Partial Least Squares (PLS) using SmartPLS software. The results indicate that: (1) compliance has a significant effect on consumer satisfaction; (2) assurance has a significant effect on consumer satisfaction; (3) reliability has no significant effect on consumer satisfaction; (4) tangibles have a significant effect on consumer satisfaction; (5) empathy has a significant effect on consumer satisfaction; (6) responsiveness has a significant effect on consumer satisfaction; (7) compliance has no significant effect on repurchase intention; (8) assurance has no significant effect on repurchase intention; (9) reliability has no significant effect on repurchase intention; (10) tangibles have a significant effect on repurchase intention; (11) empathy has no significant effect on repurchase intention; (12) responsiveness has no significant effect on repurchase intention; and (13) consumer satisfaction has a significant effect on repurchase intention.

Service quality is a critical issue faced by service providers, as it plays a significant role in shaping customer satisfaction and maintaining customer trust for future services. A decline in service quality over time may negatively affect customers’ perceptions and loyalty. Therefore, this study aims to examine the effect of service quality dimensions on customer satisfaction. This research employed a quantitative approach using primary data collected through a survey method. The sampling technique used was probability sampling with a random sampling method, involving 98 customers as research respondents. Data were analyzed using SPSS version 24. The service quality dimensions analyzed in this study were Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results of the analysis revealed that Tangible and Responsiveness did not have a significant effect on customer satisfaction. In contrast, Reliability, Assurance, and Empathy were found to have a significant positive influence on customer satisfaction. These findings indicate that customers place greater importance on service accuracy, employee competence, trustworthiness, and personal attention. Therefore, service providers are encouraged to prioritize improvements in Reliability, Assurance, and Empathy to enhance customer satisfaction and sustain long-term customer relationships.

This study aims to analyze the quality of services provided by education staff to students at the Faculty of Social Sciences, Puangrimaggalatung University by using a qualitative approach, through in-depth interviews and observations, this study explores students' views, experiences, and perceptions of various aspects of services provided by education staff, which include reliability, responsiveness, assurance, empathy, and physical evidence of Student Needs. The data obtained were analyzed with thematic analysis techniques to identify patterns and themes related to service quality. The results of this study show that although the majority of students are satisfied with the services received, there are several challenges that need to be considered, such as when they want to take the signature in question, and the attitude of empathy towards students is not even. This research provides important insights for the faculty to improve the quality of education staff services in order to better meet the needs and expectations of students, thereby creating a better academic experience.

This study aims to determine the level of patient satisfaction with pharmaceutical services at the Bobotsari Community Health Center. Patient satisfaction is an important indicator that reflects the quality of healthcare services. This research employed a quantitative descriptive method using a SERVQUAL-based questionnaire, consisting of five dimensions: tangible, reliability, responsiveness, assurance, and empathy. A total of 100 outpatient respondents were selected through accidental sampling. Data were analyzed using descriptive statistics to determine satisfaction scores for each dimension. The results showed that the tangible dimension achieved 80.57% and the reliability dimension achieved 82%, both categorized as very satisfied. Meanwhile, responsiveness (79.02%), assurance (79.05%), and empathy (77.95%) were categorized as satisfied. The overall average satisfaction level was 79.72%, indicating that patients were generally satisfied with the pharmaceutical services. However, several aspects such as service speed, communication clarity, and personal attention from staff still require improvement. The findings emphasize the importance of maintaining service quality to achieve better patient experiences and public trust.

This study aims to assess the quality of patient care at the Emergency Unit of Sentani City Community Health Center, Jayapura Regency, by examining the experiences and perceptions of patients, their families, and healthcare workers regarding the service. The study used a qualitative approach with a descriptive design. Informants were selected using purposive sampling involving ER patients, their families, and healthcare workers involved in the ER service process at Sentani Community Health Center. Data were collected through in-depth interviews, non-participatory observation, and documentation studies. The data obtained were analyzed qualitatively through the stages of data reduction, data presentation, and conclusion drawing. The research analysis refers to seven dimensions of service quality, namely direct evidence (tangibles), reliability, responsiveness, assurance, empathy, service accessibility, and service systems and flows. The results of the study showed that service quality at the Sentani Community Health Center ER was in the fairly good category, especially the dimensions of empathy, reliability, and responsiveness of healthcare workers. Healthcare workers were friendly, responsive, and provided fair services without discriminating against patient backgrounds. However, a number of obstacles are still found that affect the optimization of services, including limited facilities and infrastructure, the number of health workers that is not commensurate with the service load, patient waiting times in certain conditions, the operating hours of the Emergency Room that are not yet 24 hours, and the low understanding of some patients regarding the applicable service system and flow.

This study aims to evaluate the quality of Trans Semanggi Suroboyo public transportation services with the support of the GoBis application system as a form of digital-based public service innovation in the city of Surabaya. The research method used is qualitative descriptive with the SERVQUAL (tangible, reliability, responsiveness, assurance, empathy) theoretical approach. The data used includes secondary data from the Surabaya Transportation Office, with the number of GoBis users reaching 327,018 people, GoBis balance users 42,833 people, and saving ticket users 2,095 people. The results of the study show that the tangible and reliability dimensions are relatively good, shown through modern fleet conditions and fairly consistent departure schedules. However, in the dimensions of responsiveness, assurance, and empathy, there are still obstacles related to the speed of response of digital systems, transaction security, and limitations of users' digital literacy. The utilization of GoBis' digital transaction feature is still low compared to the total number of application users. This study concludes that the success of Trans Semanggi Suroboyo is highly dependent on the integration between the quality of physical services and the effectiveness of the digital system. It is necessary to strengthen technological infrastructure, improve data security, and digital education for the public so that the quality of smart transportation in the city of Surabaya can run optimally and sustainably according to the principles of smart mobility.

Quality public service represents a key measure of effective governance, including police administrative services. The Mobile Driving License (SIM Keliling) service is one of the public service innovations in the traffic sector designed to improve accessibility for the community. This study examines the quality of Mobile SIM services delivered by the Traffic Directorate of the East Java Regional Police at Lippo Plaza Sidoarjo. This research used a qualitative descriptive approach. Data collection techniques included observation, interviews with Mobile SIM officers and service users, and documentation. Service quality was analyzed using five dimensions proposed by Luke and Heyns (2020) reliability, responsiveness, assurance, empathy, and tangibles.The findings reveal that the Mobile SIM service generally performs well. Reliability is evident in the implementation of services in accordance with established procedures, although issues remain regarding service time certainty and transparency of administrative costs. Responsiveness is reflected in the officers’ prompt and attentive responses to public needs during the service process. Assurance is supported by officers’ professionalism, competence, and efforts to safeguard personal data, which enhance public trust. Empathy is demonstrated through friendly behavior, attention to individuals with special needs, and assistance throughout the service process. In terms of tangibles, the service location and main facilities are considered adequate; however, supporting facilities and officer identification still require improvement. In conclusion, while the Mobile SIM service fulfills most service quality indicators, further improvements are needed in time management, administrative transparency, and supporting facilities to achieve more optimal service quality.

This study aimed to analyse the impact of customer service quality on sales at CV BILCA Digital Printing in Maumere for the 2024-2025 period. Grounded in the SERVQUAL model, this qualitative research posits that the five dimensions–responsiveness, reliability, empathy, assurance, and tangibles–synergistically build customer trust, which in turn drives repeat purchases and word-of-mouth (WOM). The study involved 15 customers selected through purposive sampling. Data were collected via in-depth interviews, participant observation, and internal documentation. Analysis was conducted using the Miles & Huberman model, encompassing data reduction, display, and conclusion drawing. The findings confirm that all five SERVQUAL dimensions collectively cultivate trust, leading to increased repeat purchases and positive WOM. Key results reinforce a “Trust Chain” mechanism: response times of ≤30 minutes and on-time production foster initial trust; personalized interactions strengthen affective bonds; and robust recovery policies reduce perceived risk by exceeding expectations. Notably, no instances of customer churn were observed, as all participants made repeat orders within 24 hours of a positive experience. This study contributes to the services marketing literature by empirically validating trust as a key mediator between service quality dimensions and behavioural outcomes, while also offering a replicable empirical model for Micro, Small, and Medium–sized Enterprises (MSMEs) in the digital printing sector.

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.