HF broadcasting service standards for service quality, and methods to maintain quality with the increasing use of telecommunication systems such as PLT

2009 ◽  
Author(s):  
L. Barclay ◽  
M. Hate
Keyword(s):  
Service Quality ◽  
Telecommunication Systems ◽  
Broadcasting Service ◽  
Service Standards

scholarly journals Customer expectations and service delivery: Are SME’s aware of the service quality standards gap?

2015 ◽  
Vol 12 (4) ◽  
pp. 175-184
Author(s):  
Johannes Arnoldus Wiid ◽  
Michael Colin Cant ◽  
Carly Prinsloo
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Competitive Advantage ◽  
Small Businesses ◽  
Quantitative Research ◽  
Small And Medium Enterprises ◽  
Quality Standards ◽  
Customer Expectations ◽  
Medium Enterprises ◽  
Service Standards

Competition among small businesses are high, as small businesses compete for market share which larger business do not engage with. A definite competitive advantage that small and medium enterprises (SMEs) can rely on is service quality (Kasul & Motwani in Anuar & Yusuff 2011:328; Tseng & Wu 2014:77). SMEs do not necessarily understand service standards and how to ensure that the service standard is implemented. The research utilised a quantitative research design whereby the data was collected by means of a 5-point Likert scale survey known as the SERVQUAL model. The results indicate that there are discrepancies between dimensions those owners feel should be adhered to and the extent to which they perceive their businesses to adhere to these dimensions.

scholarly journals PERSEPSI DOKTER UMUM DI FASILITAS KESEHATAN TINGKAT PERTAMA KLINIK KIMIA FARMA 125 DENPASAR TENTANG SISTEM KAPITASI BERBASIS PEMENUHAN KOMITMEN PELAYANAN DI ERA JAMINAN KESEHATAN NASIONAL

2019 ◽  
Vol 6 (1) ◽  
pp. 18
Author(s):  
Coratry Shovariah Premilga ◽  
Rina Listyowati ◽  
Putu Ayu Indrayathi
Keyword(s):  
Data Collection ◽  
Health Services ◽  
Service Quality ◽  
General Practitioners ◽  
Capitation Payment ◽  
Collection Method ◽  
Interview Method ◽  
Depth Interview ◽  
Improve Service Quality ◽  
Service Standards

ABSTRAK Sistem kapitasi berbasis pemenuhan komitmen pelayanan yang diatur dalam peraturan BPJS Kesehatan No 2 tahun 2015 mulai diberlakukan per 1 Januari 2017. Adanya perubahan pola pembayaran kapitasi tentunya akan mendapatkan berbagai macam persepsi dokter umum sebagai PPK di FKTP Klinik Kimia Farma 125 Denpasar. Persepsi ini penting untuk diketahui karena akan mempengaruhi perilaku yang akan diberikan oleh dokter umum terhadap pasien JKN. Penelitian ini bertujuan untuk mengetahui efektivitas penyelenggaraan dari sistem kapitasi JKN berbasis pemenuhan komitmen pelayanan.  Desain penelitian ini adalah deskriptif kualitatif, dipilih delapan orang dokter umum di Klinik Kimia Farma 125 Denpasar yang ditentukan sesuai kriteria sebagai informan. Penelitian dilakukan pada bulan Mei hingga Juli 2017 bertempat di Klinik Kimia Farma 125 Denpasar. Metode pengambilan data menggunakan metode wawancara mendalam (indepth interview) yang dilakukan selama 20 hingga 40 menit. Hasil penelitian persepsi dokter umum terhadap sistem kapitasi berbasis pemenuhan komitmen pelayanan dimana sebagian besar dokter umum setuju besaran tarif kapitasi yang diberikan oleh BPJS Kesehatan cukup untuk melaksanakan pelayanan kesehatan, sistem kapitasi dirasa dapat meningkatkan kesejahteraan dokter. Standar pelayanan yang diberikan pada era JKN mengikuti standar yang telah diatur oleh BPJS Kesehatan. Dalam pelaksanaannya upaya komitmen pelayanan dilakukan dengan cara menambahkan poli untuk mengurangi waktu antrian. Indikator komitmen pelayanan yang diatur dapat menjadi motivasi untuk meningkatkan mutu pelayanan. Untuk memaksimalkan pemberlakuan sistem kapitasi berbasis pemenuhan komitmen pelayanan, diperlukan upaya tambahan dalam bentuk program promotif dan preventif. BPJS Kesehatan untuk mengelola layanan dan komunikasi dengan dokter diperlukan sosialisasi yang maksimal terhadap program promotif dan preventif untuk meningkatkan kunjungan sehat. Keywords: Persepsi, Kapitasi, Pemenuhan Komitmen Pelayanan ABSTRACT The capitation system based on fulfilling the service commitments regulated in BPJS Kesehatan No 2 tahun 2015 began to take effect as of January 1, 2017. The change in capitation payment patterns will certainly get a variety of perceptions of general practitioners as PPK at FKTP Kimia Farma 125 Denpasar Clinic. This perception is important to know because it will affect the behavior that will be given by general practitioners towards JKN patients. This study aims to determine the effectiveness of the implementation of the JKN capitation system based on fulfilling service commitments. The design of this study was descriptive qualitative, selected eight general practitioners at the Kimia Farma 125 Denpasar Clinic which were determined according to the criteria as informants. The study was conducted in May to July 2017 at the Kimia Farma 125 Clinic in Denpasar. The data collection method uses the in-depth interview method (indepth interview) which is conducted for 20 to 40 minutes. The results of research on the perception of general practitioners of the capitation system based on the fulfillment of service commitments where most general practitioners agree that the amount of the capitation tariff provided by BPJS Health is sufficient to carry out health services, the capitation system is considered to be able to improve the welfare of doctors. Service standards provided in the JKN era followed the standards set by the Health BPJS. In the implementation of the service commitment efforts carried out by adding poly to reduce queuing time. Indicators of service commitment that are set can be a motivation to improve service quality. To maximize the implementation of a capitation system based on fulfilling service commitments, additional efforts are needed in the form of promotive and preventive programs. BPJS Health to manage services and communication with doctors requires maximum socialization of promotive and preventive programs to increase healthy visits. Keywords: Perception, Capitation, Fulfillment of Service Commitments  

scholarly journals Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang

2019 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Irene Sinta Silalahi ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Community Satisfaction ◽  
Service Unit ◽  
City Community ◽  
Service Standards

This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

scholarly journals Optimaliasi Fungsi Pengorganisasian Dalam Meningkatkan Kualitas Pelayanan Ibadah Haji

2017 ◽  
Vol 2 (4) ◽  
pp. 347-366
Author(s):  
Sona Sofyan Permana ◽  
Syamsuddin RS ◽  
Arif Rahman
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Evaluation Process ◽  
Quality Of Services ◽  
Work Program ◽  
Delegation Of Authority ◽  
Organizational Pattern ◽  
Service Standards ◽  
Descriptive Method

Penelitian ini bertujuan untuk mengetahui bagaimana proses pengorganisasian yang dilakukan oleh kepala seksi Penyelenggaraan Haji dan Umrah Kementerian Agama Kabupaten Garut, terhadap pegawai dalam penyelenggaraan Haji dan bagaimana kebijakan yang dilakukan oleh kepala seksi dalam meningkatkan kualitas pelayanan. Metode penelitian ini menggunakan metode deskriptif Teknik pengumpulan data dalam penelitian ini yaitu melalui observasi, wawancara, dan studi dokumentasi. Adapun analisis data dilakukan melalui penafsiran logika yang dihubungkan dengan konteks Manajemen Dakwah. Hasil penelitian menunjukkan bahwa: Pertama, standar pelayanan yang ditetapkan di Seksi Penyelenggaraan Haji dan Umrah; Kedua, proses pembagian kerja yang dilakukan oleh Kepala Seksi Penyelenggaraan Haji dan Umrah dalam meningkatkan kualitas pelayanan; Ketiga, pendelegasian wewenang yang dilakukan oleh Kepala Seksi Penyelenggaraan Haji dan Umrah dalam meningkatkan kualitas pelayanan. Secara umum penelitian ini dapat disimpulkan bahwa pola pengorganisasian yang dilakukan oleh Kepala Seksi Penyelenggaraan Haji dan Umrah ini sudah tepat, dengan adanya proses evaluasi dan tindakan perbaikan sehingga program kerja yang telah ditetapkan dapat berjalan dengan efektif dan lancar. This research aims to find out how the organizing process is carried out by the section head of the Hajj and Umrah organizers of the Ministry of Religion of Garut.  Regency towards employees in the implementation of Hajj, and how policies are carried out in improving service quality. The method presented in this study is the technique descriptive method in collecting this data by observing, interviewing and documenting studies. As for the data analysis done with the interpretation of logic which is related to the context of da'wah management, the results of the study show that: First, service standards set in the Hajj and Umrah Implementation Section; Second, the process of division of labor carried out by the Section Head of Hajj and Umrah Implementation in improving the quality of services; Third, delegation of authority is carried out by the Section Head for Hajj and Umrah Implementation in improving service quality. In general, this study can be concluded that the organizational pattern carried out by the Head of Hajj and Umrah Implementation Section is appropriate, with the evaluation process and corrective actions so that the work program that has been established can run effectively and smoothly.

scholarly journals A Literature Review: Which Regulation is Feasible for Assessing User Satisfaction with Terminal Services?

2019 ◽  
Vol 2 (4) ◽  
pp. 624-637
Author(s):  
Agung Riyardi ◽  
Mohd Fahmy-Abdullah ◽  
Sujadi Sujadi ◽  
Kusdiyanto Kusdiyanto ◽  
Triyono Triyono
Keyword(s):  
Content Analysis ◽  
Literature Review ◽  
Service Quality ◽  
User Satisfaction ◽  
Satisfaction Survey ◽  
Service Standards ◽  
Bureaucratic Reform

Three different studies have discussed regulations ofthe assessment of user satisfaction levelswith terminal services. Based on the assumption that the terminal attributes derived from regulations are accurate, this study aims to analyze the content of the regulations, compare them, and analyzeterminal user satisfaction as assessed by previous studies. Content analysis of the literature is conducted. The results reveal that among the user satisfaction survey regulations from the Minister of Administrative and Bureaucratic Reform Regulations of 16/2014 and 25/2004 and the service standard regulations from the Minister of Transportation Regulation of 40/2015, the most feasible regulation for the assessment of user satisfaction is the Minister of Transportation Regulation of 40/2015. This regulation does not regulate satisfaction assessment but can be used as a basis for assessments of user satisfaction with terminal services. All of the stipulated service standards can be classified as accurate terminal service attributes. Therefore, improvements can be made by including a requirement for satisfaction assessments. Through the incorporation of the service quality concept, such improvement could establish this regulation as a basis for reputable studies of satisfaction assessments. Another result reveals that the literature on the assessment of terminal user satisfaction based on the Minister of Transportation Regulation of 40/2015 reports that users are satisfiedwith the terminal attributes of reliability, convenience, affordability and equity, but they are unsatisfied with the attributes ofsafety and security. Thus,terminals should implement maximal regulation of service standards. Assurance of terminal securitycould increase user satisfaction.

scholarly journals A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE

SAGE Open ◽  
2017 ◽  
Vol 7 (1) ◽  
pp. 215824401667629 ◽  
Author(s):  
Khyati Shetty Datta ◽  
Julie Vardhan
Keyword(s):  
Service Quality ◽  
United Arab Emirates ◽  
Management Education ◽  
Branch Campus ◽  
Five Dimensions ◽  
Branch Campuses ◽  
Significant Difference ◽  
Management Institutions ◽  
Service Standards

The quality of education provided in management institutions is a matter of debate in every country. With a rapid growth in the economy, the quality of management education provided in the United Arab Emirates (UAE) has also been a topic in the forefront. The burgeoning growth in this sector, with mushrooming “branch campuses” from around the world in the UAE, has led policy makers to reflect on the importance of quality of management education being imparted. The main purpose of this article is to explore the quality of management education in the UAE, and the study draws on the SERVQUAL model for the same. The study investigates the five dimensions (responsiveness, assurance, tangibility, empathy, and reliability) of service quality and identifies the gap between the perception and expectation, examining service standards across seven branch campus universities for management education providers in the UAE. A questionnaire survey with 300 university students from seven different branch campus universities in the UAE was conducted. The key findings of the study revealed a significant difference between the student’s expectations from management education and their perception in all five dimensions of service quality. The gaps were compared across the five dimensions, and the highest and the lowest service quality gaps were given to assurance and responsiveness, respectively.

A Proposed Framework Factors of the Acceptance of Recommender Systems in E Learning for Saudi Universities

2017 ◽  
pp. 106-123
Author(s):  
Hadeel Alharbi ◽  
Kamaljeet Sandhu
Keyword(s):  
Developing Countries ◽  
Service Quality ◽  
Recommender Systems ◽  
Learning System ◽  
Technological Environment ◽  
Instructor Experience ◽  
E Learning ◽  
Service Standards ◽  
The Impact ◽  
Student Instructor

There is still a gap of knowledge on the usage of recommender systems in Saudi universities and the wider issue of technological change in the universities of developing countries. Relatively, this lack of knowledge is an issue to universities seeking to meet students/instructors' expectations and requirements by offering consistently high perceived service standards of e-learning services in a rapidly changing technological environment. To address this issue, this paper seeks to explore the impact of the acceptance and adoption of recommender systems in e-leaning for Saudi universities and this will help to investigate the students/instructors experience according to the e-learning service quality. Thus, a proposed e-framework has been presented. Such framework describes the factors of acceptance (such as service quality, student/instructor experience, and Human Computer Interaction guidelines) should be considered in the e-learning system because it is viewed as a determinant of student/instructor/university satisfaction.

scholarly journals A Contemporary Policy-Making Perspective Concerning Supermarket Pricing and Quality

2011 ◽  
Vol 18 (1) ◽  
Author(s):  
Jess S. Boronico
Keyword(s):  
Service Quality ◽  
Mathematical Optimization ◽  
Price Impact ◽  
Font Size ◽  
For Profit ◽  
On Demand ◽  
Optimal Service ◽  
Mathematical Optimization Model ◽  
Quality Constraint ◽  
Service Standards

<p class="MsoNormal" style="text-align: justify; margin: 0in 0.5in 0pt; mso-pagination: none;"><span style="font-family: &quot;CG Times&quot;,&quot;serif&quot;; font-size: 10pt; mso-bidi-font-style: italic;">This manuscript presents a methodology from which supermarket management who, faced with competition, must provide recommendations for profit-maximizing price, quality, and capacity. It is assumed that service quality and price impact jointly on demand for service, and that both demand and service quality impact on the costs of providing service. A service quality constraint is applied to the mathematical optimization model in order to guarantee that recommended optimal service standards are met.<span style="mso-spacerun: yes;">&nbsp; </span>We generate conditions that characterize optimal solutions and provide illustrative results based on empirical data obtained from a supermarket study.</span></p>

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