scholarly journals PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PENGGUNA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) DI RUMAH SAKIT BHAYANGKARA SURABAYA TAHUN 2016

2018 ◽  
Vol 4 (1) ◽  
Author(s):  
Adillia Anora Ivanda Sany
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
Social Insurance ◽  
Descriptive Analysis ◽  
Mechanical Analysis ◽  
Public Health Care ◽  
Hospital Services ◽  
Community Satisfaction ◽  
The Public

Influence of health service quality to user satisfaction of social insurance provider institution (BPJS) at Bhayangkara Hospital Surabaya 2016. The hospital is as a public health care provide services that are effective, efficient and required to each patient. The patient satisfaction is as a benchmark level of quality health services. This study aims to determine and analyze the influence of the quality of hospital services Bhayangkara Surabaya to client satisfaction BPJS users as well as identify and analyze the application of Community Satisfaction Indicators according to the rules Menpan and Bureaucratic Reform Indonesia. The research method is descriptive used a questionnaire or questionnaires by interviews and observation. Mechanical analysis used quantitative descriptive analysis. There are 20 respondents surveyed in this study by answering questions based on a questionnaire given to assess public opinion about the quality of sevice and its effects on people's satisfaction. Independent variables namely the quality of service and the dependent variable is community satisfaction. The results based on the results of the processing of qualitative data through interviews and observations in general satisfaction of the public regarding the quality of hospital services Bhayangkara especially give well satfisfaction to members of BPJS. This indicates that the RS Bhayangkara constantly working on providing the best service for society to improve and try to give satisfaction to the public.  Keywords: Quality of Service, Society Satisfaction, RS Bhayangkara

scholarly journals PENGARUH KEMAMPUAN KERJA PEGAWAI DAN KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DALAM MENERIMA PELAYANAN PUBLIK DI KECAMATAN KARAWACI KOTA TANGERANG

2020 ◽  
Vol 2 (1) ◽  
pp. 41-49
Author(s):  
Elga Nor Wicaksono ◽  
Nursusanto . ◽  
Jarnawi Afgani Dahlan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Community Satisfaction ◽  
Literature Study ◽  
The Public ◽  
Correlation Analysis Method ◽  
Total Community ◽  
Static Correlation

This study aims to determine and explain the effect of employee work ability and quality of service to public satisfaction in receiving public service at Karawaci District Tangerang City. For his research is the capability of the variable (X1), quality of service (X2) and community satisfaction (Y). The research method used is a quantitative method with an associative type that explains the relationship between independent variables with the dependent variable. The survey was conducted on 100 communities receiving services in Kecamatan Karawaci Tangerang City from the total community as many as 132,617 people over the age of 18 years and literature study as a supporter of empirical study. Hypothesis testing is done through data processing using SPSS for Windows program package version 20.00 year 2013 with static correlation analysis method, determination coefficient and linear regression. The validity of the instrument is done through validity, realibility, normality and linearity of data. Based on the analysis result, it can be concluded that the ability of employee's ability to influence the satisfaction of the community in Kecamatan Karawaci amounted to 32.95%. The ability of service quality in influencing community satisfaction in Kecamatan Karawaci amounted to 44.22%. The ability of employee job satisfaction and service quality in influencing the community satisfaction in Kecamatan Karawaci amounted to 52.00%. Suggestion from this research is Head of Karawaci must pay more attention to the dimensions in research variables so that public satisfaction in receiving public service in Kecamatan Karawaci can be improved. In addition, the evaluation of community satisfaction with the acceptance of the public service should be performed regularly with the parameters that are tailored to the Regulation of the Minister of Administrative Reform and Bureaucratic Reform No. 16 Year 2014 on Guidelines for Public Satisfaction Survey Of Public Service Operator.

scholarly journals Electricity Sector Organization and Performance in Burundi

Proceedings ◽  
2020 ◽  
Vol 58 (1) ◽  
pp. 26
Author(s):  
René Nsabimana
Keyword(s):  
Quality Of Service ◽  
East Africa ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Natural Monopoly ◽  
Electricity Sector ◽  
Sub Saharan Africa ◽  
Structured Interviews ◽  
The Public

Burundi faces low access to electricity and low quality of service. It depends on the interconnected networks constructed in the decade of 1980. Despite the different reforms relating to the liberalization and reorganization of the electricity sector, the REGIDESO remains the public company in charge of the production and distribution of electricity. It has also the responsibility to pump, treat, and supply drinking water in the main and secondary urban centers. This paper makes a review of the policies, reform, and organization of the electricity sector in Burundi. We estimate the performance of the electricity sector using descriptive analysis, on the basis of secondary data collected in East Africa and from the World Development Indicators (WDI), and qualitative data obtained through semi-structured interviews and text analysis. Our results show that despite the different reforms undertaken in 2000 and 2015, the electricity sector remains mainly a natural monopoly of the state. As a result, access to electricity and consumption per capita remain the lowest of East Africa and Sub-Saharan Africa as a whole. The electricity sector is also characterized by the poor quality of service due to technical and non-technical losses. Among the non-technical losses, the unpaid bills especially for the public sector are very high. The study recommendation is to implement the reform undertaken in 2000 by splitting the public services of water and electricity, and the one of 2015 by unbundling the electricity sector. Policy implying private participation in the electricity sector and prioritizing regional projects for interconnection to facilitate cross-border trade of electricity are highly recommended.

scholarly journals INDEKS KEPUASAN PENGGUNA LAYANAN PENDIDIKAN DI MTSN KOTA PROBOLINGGO

2021 ◽  
Vol 3 (1) ◽  
pp. 45-55
Author(s):  
Anik Matus Soleha ◽  
Desi Dwi Andriyani ◽  
Jefri Try Kristiyono
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
Research Result ◽  
Weighted Average ◽  
Quality Of Education ◽  
Community Satisfaction ◽  
Education Services ◽  
Satisfaction Index ◽  
Education Service

The problem in this study is that the quality of education services in MTSN City of Probolinggo has an effect on service user satisfaction. The purpose of this study was to determine the satisfaction index of education service users which consisted of reliability, responsiveness, assurance, empathy, and tangible variables. The population of this study were all users of educational services, namely all students and guardians of students in MTSN Kota Probolinggo. This research is a descriptive quantitative research type with the instrument used in the form of a questionnaire. The data analysis method used in this research is the Community Satisfaction Index (IKM) in accordance with the Decree of the Minister of State Apparatus Empowerment Number: KEP / 25 / M.PAN / 2/2004. Community Satisfaction (IKM) is calculated using the weighted average value of each service element. The sample in this study were 150 respondents. The type of data used is primary data obtained through questionnaires. The results of the IKM research in MTSN City of Probolinggo have an education service satisfaction index value of 3.28 and an IKM value of 82 which means that the quality of service is included in category A, so that customer satisfaction with the quality of service can be said to be very satisfied. The conclusion of the research result shows that the quality of education services provided by MTSN Kota Probolinggo is very satisfying. Keyword : satisfaction index, IKM, users of education services

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KANTOR URUSAN AGAMA KECAMATAN RANTAU BAYUR KABUPATEN BANYUASIN

Wacana Publik ◽  
2020 ◽  
Vol 14 (01) ◽  
pp. 17-25
Author(s):  
Puji Rahman
Keyword(s):  
Quality Of Service ◽  
Public Service ◽  
General Public ◽  
Coefficient Of Determination ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
The Public ◽  
Variable Quality

This public service is very important because it is always connected with the public or the general public who have a variety of interests and goals. The results showed that the Community Satisfaction Survey (SKM) on services at the Office of Religious Affairs in Rantau Bayur District was good. This can be seen from the survey value obtained by 3.47 and the SKM value of 86.75 which means that the quality of service is included in category B, so that the service can be said to be good. Based on the determinant test, it was found that the adjusted R Square (coefficient of determination R²) was 0.355 which means that the variable quality of service to community satisfaction at the Office of Religious Affairs, Rantau Bayur District, Banyuasin Regency has a contribution of 0.355 or 35.5% while the remaining 0.645 or 64.5 % explained by other variables not included in this study.

scholarly journals Dimensions of Service Quality Satisfaction Community at the Village Government Office

2020 ◽  
Vol 10 (1) ◽  
pp. 13-17
Author(s):  
Wahyuning Murniati ◽  
Moh. Hudi Setyobakti
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Public Service ◽  
Coefficient Of Determination ◽  
Community Satisfaction ◽  
The Public ◽  
Village Government ◽  
The Village ◽  
Rule Out

Enhancement public service is one goal of the village setting for the community. Therefore, this study analyzed the correlation between the dimensions of customer satisfaction and community satisfaction. The sample in this study was 83 respondents, Lumajang community who use the services of the village offices, which were analyzed using multiple linear regression. The results showed empathy variables that influence people's satisfaction significantly. The coefficient of determination in this study was 77.8%, it can do that only requires empathy Lumajang community village government in the ministry. But the village government should not rule out other dimensions of quality of service, because they have laws that regulate their work to the public.

scholarly journals Evaluasi Kualitas Layanan Website Alumni Menggunakan Metode Webqual 4.0

2019 ◽  
Vol 5 (2) ◽  
pp. 105
Author(s):  
Anisa Yulandari ◽  
Wing Wahyu Winarno ◽  
Asro Nasiri
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
Information Quality ◽  
Three Dimensions ◽  
Job Seekers ◽  
End User ◽  
Interaction Quality ◽  
Service Interaction

Website Portal Alumni Amikom Yogyakarta yang dapat diakses pada alamat domain alumni.amikom.ac.id merupakan bagian dari Universitas Amikom Yogyakarta yang berfungsi sebagai sarana berbagi informasi sekaligus bertindak sebagai penghubung antara perusahaan pencari tenaga kerja dan para pencari kerja khususnya alumni Universitas Amikom Yogyakarta. Selama ini website alumni sudah berjalan belum dilakukan evaluasi terhadap kualitas layanan website yang didasarkan pada persepsi pengguna akhir sebagai umpan balik kepada pengelola website sehingga pengelola dapat mengetahui sejauh mana kepuasan pengguna dan kualitas layanan yang sudah diberikan. Tujuan dari penelitian ini yaitu untuk mengetahui kualitas layanan website alumni menggunakan tiga dimensi yang ada pada metode Webqual 4.0. Tiga dimensi itu sendiri terdiri dari Kegunaan, Kualitas Informasi, dan Kualitas Interaksi Layanan. Pendistribusian kuisioner dilakukan terhadap 200 sampel responden. Kesimpulan dari penelitian ini adalah adanya pengaruh ketiga dimensi Webqual 4.0 terhadap kepuasan pengguna. Dimensi yang paling berpengaruh yaitu Kualitas Informasi dan Kualitas Interaksi Layanan. Hal ini berarti peningkatan dapat dilakukan pada indicator yang memiliki nilai rata-rata terendah. Peningkatan pada dimensi Kualitas Informasi dapat dilakukan perbaruan secara berkala sehingga informasi yang disajikan menjadi lebih relevan. Sedangkan untuk dimensi Kualitas Interaksi Layanan dapat dilakukan dengan meningkatkan pelayanan terhadap keluhan seputar website alumni.Kata Kunci — Kualitas Layanan, Website Alumni, Webqual 4.0The Alumni Amikom Yogyakarta Website which can be accessed at the domain address alumni.amikom.ac.id is part of the Amikom University of Yogyakarta which serves as a means of sharing information while acting as a liaison between the company and job seekers, especially alumni of Yogyakarta Amikom University. So far, the alumni website has been running, yet an evaluation of the quality of website services has been carried out based on the perception of the end user as feedback to the website manager so that the manager can find out how far the user satisfaction is and the quality of the service provided. The purpose of this study is to determine the quality of the alumni website service using three dimensions that exist in the method of Webqual 4.0, there are Usability, Information Quality, and Service Interaction Quality. The conclusion of this study is the influence of the three dimensions of Webqual 4.0 on user satisfaction. The most influential dimensions are Information Quality and Service Interaction Quality. This means that an increase can be made on an indicator that has the lowest average valueKeywords— Quality of Service, Alumni Website, Webqual 4.0

scholarly journals IMPACT OF QUEUING DISCIPLINES ON THE PERFORMANCE OF MULTI-CLASS TRAFFIC IN A NETWORK

2021 ◽  
Vol 9 (1) ◽  
pp. 691-697
Author(s):  
N. Sugirtham, R. Sherine Jenny
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
File Transfer ◽  
Network Resources ◽  
Network Applications ◽  
End To End Delay ◽  
Opinion Score ◽  
Quality Of Service Parameters ◽  
First In First Out

Network applications demand quality of service for enhanced call quality and increased user satisfaction. Hence, implementing queuing discipline at switches and routers in a network will govern the way packets are buffered while waiting for transmission. Queuing disciplines like first-in first-out (FIFO) queuing, priority queuing (PQ), weighted-fair queuing (WFQ), custom queuing and modified weighted round robin are more prominently deployed in network applications. These queuing disciplines help to control and manage network resources by fixing priorities for specific types of data on the network. The paper aims to analyze the quality of service parameters for various real time applications like File transfer protocol(FTP), email, database, Voice over IP(VOIP), video and web browsing,etc., and helps to optimise the use of available network resources. Moreover the quality of the network is compared using different QoS parameters such as end-to-end delay, throughput, jitter and Mean Opinion Score (MOS). This paper focuses on various queuing disciplines with low and high network traffic.

A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality

2020 ◽  
pp. 295-311
Author(s):  
Mohamad Haidar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Social Environment ◽  
Public Perception ◽  
Hybrid Approach ◽  
Transit System ◽  
The Public ◽  
International Graduate ◽  
The City

The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.

scholarly journals HMB-I/O: Fast Track for Handling Urgent I/Os in Nonvolatile Memory Express Solid-State Drives

2020 ◽  
Vol 10 (12) ◽  
pp. 4341
Author(s):  
Kyusik Kim ◽  
Seongmin Kim ◽  
Taeseok Kim
Keyword(s):  
Quality Of Service ◽  
Solid State ◽  
User Satisfaction ◽  
Nonvolatile Memory ◽  
Fast Track ◽  
Solid State Drives ◽  
Solid State Drive ◽  
Memory Buffer

Differentiated I/O services for applications with their own requirements are very important for user satisfaction. Nonvolatile memory express (NVMe) solid-state drive (SSD) architecture can improve the I/O bandwidth with its numerous submission queues, but the quality of service (QoS) of each I/O request is never guaranteed. In particular, if many I/O requests are pending in the submission queues due to a bursty I/O workload, urgent I/O requests can be delayed, and consequently, the QoS requirements of applications that need fast service cannot be met. This paper presents a scheme that handles urgent I/O requests without delay even if there are many pending I/O requests. Since the pending I/O requests in the submission queues cannot be controlled by the host, the host memory buffer (HMB), which is part of the DRAM of the host that can be accessed from the controller, is used to process urgent I/O requests. Instead of sending urgent I/O requests into the SSDs through legacy I/O paths, the latency is removed by directly inserting them into the HMB. Emulator experiments demonstrated that the proposed scheme could reduce the average and tail latencies by up to 99% and 86%, respectively.

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