TQM as a Focus for Improving Overall Service Performance and Customer Satisfaction: an Empirical Study on a Public Service Sector in Malaysia

2004 ◽  
Vol 15 (5-6) ◽  
pp. 615-628 ◽  
Author(s):  
Arawati Agus
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Public Service ◽  
Service Sector ◽  
Service Performance

scholarly journals Analysis of queue change of visitors and performace system in the Department of Population and Civil Regristation of Semarang City

2020 ◽  
Vol 202 ◽  
pp. 15005
Author(s):  
Sugito ◽  
Alan Prahutama ◽  
Dwi Ispriyanti ◽  
Mustafid
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Public Service ◽  
Service Time ◽  
Service Sector ◽  
General Distribution ◽  
Queuing Systems ◽  
Queuing Model ◽  
The Public ◽  
Second Period

The Population and Civil Registry Office in Semarang city is one of the public service units. In the public service sector, visitor / customer satisfaction is very important. It can be identified by the length of the queue, the longer visitors queue this results in visitor dissatisfaction with the service. Queue analysis is one of the methods in statistics to determine the distribution of queuing systems that occur within a system. In this study, a queuing analysis as divided into two periods. The first period lasts from 2-13 March 2015, while the second period lasts November 16th to December 20th 2019. The variables used are the number of visitors and the service time at each counter in intervals of 30 minutes. The results obtained are changes in the distribution and queuing model that is at counter 5/6 and counter 10. The queuing model obtained at the second perideo for the number of visitors and the time of service with a General distribution. The average number of visitors who come in 30 minute intervals in the second period is more than the first period, this indicates an increase in visitors. The opportunity for service units is still small, the waiting time in the queue is getting smaller. This shows that the performance of the queuing system at the Semarang Population and Civil Registry Office is getting better.

PENGARUH SISTEM INFORMASI AKUNTANSI DAN TEKNOLOGI INFORMASI TERHADAP KINERJA PELAYANAN DI SEKTOR PUBLIK

2011 ◽  
Author(s):  
Hari Wahyudi
Keyword(s):  
Information Systems ◽  
Public Sector ◽  
Service Sector ◽  
Accounting Information ◽  
Service Performance ◽  
Test Reliability ◽  
Test Results ◽  
Performance Information ◽  
Accounting Information Systems ◽  
The Public

This study aimed to investigate the influence of accounting information systems and technology to service performance information on the public sector. Samples in this study were RS. M. Djamil in Padang, PLN, PDAM in Padang and taken at random (purposive sampling). Of the 122 questionnaires had been distributed only 85 questionnaires could be processed. Test Equipment used to test the validity of this study is the test, Test Reliability, Test for multicollinearity, coefficient Determination Test, and the t test, results of this study are: (a) The first hypothesis tests can be concluded that the accounting information systems has significant influence on performance in service sector public. (2) Information technology does not significantly influence the performance of services in the public sector.

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

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