PERUBAHAN KUALITAS PELAYANAN PUBLIK & KEPUASAN PENGGUNA JASA KERETA API DI KOTA TASIKMALAYA

2020 ◽  
Vol 9 (2) ◽  
pp. 1-8
Author(s):  
Ari . Ramdani
Keyword(s):  
Qualitative Research ◽  
User Satisfaction ◽  
Public Services ◽  
Positive Impact ◽  
Service Users ◽  
Internal Factors ◽  
Level Of Satisfaction ◽  
High Level ◽  
The City

This research begins with some positive changes in the quality of public services that occur at PT. Indonesian Railways which turned out to have a positive impact on the level of satisfaction of users of railroad services, especially in the City of Tasikmalaya. Of course, this change is a factor that is the cause. So in this study questioned: how changes in the quality of public services, Factors that support the process of realizing the change in the quality of public services, and how satisfaction of train service users in the City of Tasikmalaya. To answer these questions and get information, qualitative research methods are used with interview techniques, documentation studies, and observations. The conclusion from the study was obtained that changes in the quality of public services that occurred so far PT. Indonesian Railways is indeed influenced by several factors, all of which are internal factors of PT. Indonesian Railways. And these changes prove that changes in the quality of public services have an impact on the level of public satisfaction. With the high level of satisfaction of users of railroad services, of course, this must be maintained by PT. Indonesian Railways. So that PT. Indonesian Railways will continue to be a trusted provider by land transportation users.  Keywords: Quality of Public Services; Service User Satisfaction 

scholarly journals SURABAYA SINGLE WINDOW SEBAGAI BENTUK INOVASI PELAYAN PERIZINAN DI KOTA URABAYA

2020 ◽  
Vol 2 (2) ◽  
pp. 68-74
Author(s):  
Isro' Lailia
Keyword(s):  
Public Administration ◽  
Public Service ◽  
Public Services ◽  
Positive Impact ◽  
Service Innovation ◽  
Secondary Data ◽  
City Government ◽  
Continuous Innovation ◽  
The City

Fast and effective public services are a supporter of public administration so that continuous innovation is needed to improve the quality of public services. The city of Surabaya as one of the cities with the title of smart city has tried to always make innovations in an effort to improve the quality of public services, one of which is through the Surabaya Single Window. Surabaya Single Window is an online-based licensing service created to create effective public services. This article attempts to describe how the licensing service innovation carried out by the City Government of Suraya through the Surabaya Single Window covers five important aspects. The method used is descriptive qualitative using secondary data. It was found that the City of Surabaya succeeded in creating public service innovations through the Surabaya Single Window. The Surabaya Single Window has a positive impact on licensing services in the City of Surabaya, although in its implementation there are still certain guarantees. 

scholarly journals Perceived Quality in Sports Centers in Southern Spain: A Case Study

2019 ◽  
Vol 11 (14) ◽  
pp. 3983 ◽  
Author(s):  
Alfonso Castillo-Rodriguez ◽  
Wanesa Onetti-Onetti ◽  
José Luis Chinchilla-Minguet
Keyword(s):  
Customer Loyalty ◽  
User Satisfaction ◽  
Perceived Quality ◽  
Measuring Instruments ◽  
Level Of Satisfaction ◽  
Center Activity ◽  
Different Dimensions ◽  
The City

The aim of this study was to analyze the level of satisfaction in three municipal sports centers in the city of Malaga and to learn and analyze the characteristics of users older than 40 years of age in these centers. A total of 303 persons (123 men and 180 women) from three sports centers in the city of Malaga participated in this study (M = 58.14, SD = 7.16 years). The Evaluation of Perceived Quality in Sports Services test (CECASDEP) was used, and the results demonstrated that the different dimensions studied—sports center, activity space, locker rooms, program of activities, and trainer—were very positively correlated. The level of customer loyalty increased with user satisfaction and perceived quality of services as well as the age of the person. Users were also found to be more motivated to take part in physical activities due to greater satisfaction. The highest scores were given to the trainers, who played a key role in all three sports centers. In conclusion, we gathered important insights into perceived quality in different sports centers. This information can be used by sports managers to strengthen dimensions with lower scores and improve those with higher scores. In addition, the study confirms that the level of customer loyalty is related to the perceived quality scores. Therefore, the use of measuring instruments is recommended to optimize the quality of sports services.

scholarly journals The quality of service to residents by public administration on the example of municipal offices in Poland

2021 ◽  
pp. 132-150
Author(s):  
Radosław WOLNIAK ◽  
Izabela JONEK-KOWALSKA
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Service Quality ◽  
Public Administration ◽  
Customer Service ◽  
Public Services ◽  
Positive Impact ◽  
The Impact ◽  
The City

Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

scholarly journals Perception of the Quality of Smart City Solutions as a Sense of Residents’ Safety

Energies ◽  
2021 ◽  
Vol 14 (17) ◽  
pp. 5511
Author(s):  
Justyna Żywiołek ◽  
Francesco Schiavone
Keyword(s):  
Positive Impact ◽  
Smart Cities ◽  
Repetitive Behaviors ◽  
City Government ◽  
Necessary Condition ◽  
Kano Model ◽  
Privacy And Security ◽  
Level Of Satisfaction ◽  
The City

Personalization, mobility, artificial intelligence, corporate life transferred to the online world—all these elements will shape all intelligent solutions, including those for cities in the future also in the field of energy management. A necessary condition is to determine which specific repetitive behaviors and features smart cities will have to meet in order to build an image among residents and adapt to their preferences and requirements and energy requirements. Smart cities were created to support residents in using various services, to give them the possibility of easy communication without time and local barriers. Therefore, high-quality smart solutions in cities significantly affect trust in the city and can affect its reputation. Given that the purpose of the article is to examine the perception of intelligent solutions also in the field of energy and their impact on the sense of privacy and security, different exchanges of perceptions of quality, the risks they pose to residents and their perception of what gives a picture, have been studied. The results of empirical research clearly showed that the safety and level of satisfaction with the activities carried out by the city have a significant impact on the perceived quality, which in turn has a positive impact on reputation. The authors proposed a methodology based on the Kano model for examining residents’ satisfaction in order to investigate undefined desires and identified and confirmed needs and to study the analysis of risk and potential threats. The study was in the form of a proprietary questionnaire that can be used in similar surveys on the satisfaction of residents; 2685 correctly completed questionnaires were analyzed and the results obtained after submission were included in management action plans. The city government has expressed an interest that the measures taken will be reviewed after one to two years.

scholarly journals “Pretty Rad”: Explorations in User Satisfaction with a Discovery Layer at Ryerson University

2015 ◽  
Vol 76 (1) ◽  
pp. 43-62 ◽  
Author(s):  
Courtney Lundrigan ◽  
Kevin Manuel ◽  
May Yan
Keyword(s):  
User Satisfaction ◽  
Information Seeking ◽  
Ease Of Use ◽  
Research Libraries ◽  
Level Of Satisfaction ◽  
Discovery Service ◽  
Seeking Behavior ◽  
High Level ◽  
Insight Into

Web-scale discovery systems are becoming prevalent in research libraries. Although a number of studies have explored various impacts of discovery systems, few studies exist on user satisfaction. The investigators of this study evaluated user satisfaction with the discovery service Summon at Ryerson University, using online questionnaires and in-person focus groups. Results indicated a high level of satisfaction overall, although this was heavily influenced by the quality of search results over ease of use. The study provides insight into the information-seeking behavior and search preferences of a user when a discovery layer is implemented in a research library.

scholarly journals The impact of medical teleconsultations on general practitioner-patient communication during COVID- 19: A case study from Poland

PLoS ONE ◽  
2021 ◽  
Vol 16 (7) ◽  
pp. e0254960
Author(s):  
Magdalena Kludacz-Alessandri ◽  
Liliana Hawrysz ◽  
Piotr Korneta ◽  
Grażyna Gierszewska ◽  
Wioletta Pomaranik ◽  
...  
Keyword(s):  
Positive Impact ◽  
Patient Communication ◽  
Face To Face ◽  
Results Of Treatment ◽  
Level Of Satisfaction ◽  
Physical Examinations ◽  
Remote Care ◽  
High Level ◽  
The Impact

According to the outbreak of the Covid-19 pandemic, medical teleconsultations using various technologies have become an important tool to mediate communication between general practitioners (GP) and the patients in primary health care in many countries. The quality of the GP-patient communication is an essential factor, which improves the results of treatment and patient satisfaction. The objective of this paper is to study patients’ satisfaction from teleconsultation in primary care and the impact of teleconsultations on GP-patient communication through the Covid-19 pandemic in Poland. We analyse whether the teleconsultations performed without physical examinations have a positive impact on GP-patient communication. The quality of teleconsultation and GP-patient communication have been measured using a questionnaire regarding the quality of medical care in a remote care conditions. Among 36 items, nine questions have been related to the dimension of GP-patient communication and ten to system experience. Our results suggest that the quality of teleconsultations is not inferior to the quality of consultation during a face-to-face visit. The patients indicated a high level of satisfaction regarding communication with their GP during teleconsultation. We have also identified that the technical quality and the sense of comfort during teleconsultation positively impact the communication quality.

Persepsi Kreditur dan PPAT Terhadap Kualitas Layanan Hak Tanggungan Terintegrasi Secara Elektronik

Tunas Agraria ◽  
2020 ◽  
Vol 3 (3) ◽  
Author(s):  
I Made Dwi Gunarta ◽  
Akur Nurasa ◽  
Sukmo Pinuji
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service User ◽  
Service Users ◽  
User Perception ◽  
Excellent Service ◽  
Efficiency And Effectiveness ◽  
Citizen Support

The success of the Badung Regency Land Office in issuing HT-el Certificate, the first in Indonesia cannot be separated from the support of the Creditors and PPAT as the main users of HT-el Services. This innovation is an effort to realize the digitalization of services and overcome various existing weaknesses. Creditors and PPAT as the main users are important instruments in providing an overview of HT-el service quality, because basically the success of an organization in providing a service depends on how well the perception of service users will reflect the level of user satisfaction and the profitability of the organization. HT-el Service User Perception (Creditor and PPAT) assessed using the e- Govqual Method illustrates that the Quality of HT-el Services at the Badung District Land Office is very good, this is evidenced by positive responses to the Efficiency, Trust and Realibility as well as Citizen Support. This is an effort to create excellent service in the land sector based on the principles of efficiency and effectiveness in implementing activities.

scholarly journals Farmer Preference to High Elevation Rice Technological Packages for Accelerating Technological Dissemination (A case Study in Humbang Hasundutan Regency)

Agro Ekonomi ◽  
2021 ◽  
Vol 32 (2) ◽  
Author(s):  
Setia Sari Girsang ◽  
Agung B Santosa ◽  
Tommy Purba ◽  
Deddy R Siagian ◽  
Khadijah E Ramija
Keyword(s):  
Low Cost ◽  
High Elevation ◽  
Primary Data ◽  
Survey Method ◽  
User Friendliness ◽  
Level Of Satisfaction ◽  
High Level ◽  
Level Of Importance

Accelerating the introduction of a new technological package is needed to increase the productivity of high elevation puddled rice in Humbang Hasundutan. The objectives of the study are to find out the perception of the existence of technological packages and farmers' preference for a new technological package. The study used a survey method with primary data gathered using questionnaires. The criteria of locations and respondents were used to obtain relevant respondents and data concerning their knowledge of high elevation puddled rice cultivation.  The collected data were processed by using Importance Performance Analysis in order to find out the level of Importance and Satisfaction of the indicators and the valued aspects in the technological package components. The results of the study showed that the socio-economic aspects had to be heeded in organizing the technological package. Indicators having a high level of importance and a low level of satisfaction consisted of production cost, quality of seeds, farmer groups empowerment, technology information institution, capital cost, agricultural tools and machines, pest control, sales price, irrigation canals, and farm roads. On the other hand, introducing new superior seeds, productivity attribute and planting age were important indicators for local farmers as to improve the quality of existing seeds. Farmers group expected that the technological package had a high level of productivity, better access to input, low cost, and good user-friendliness in its application.

scholarly journals Analysis of the Fluctuation of the Number of ISO 9001:2015 Certificates in the Republic of Croatia and Assessment of Satisfaction of Business Organisations Leadership with the Certificate

2020 ◽  
Vol 66 (4) ◽  
pp. 40-49
Author(s):  
Petar Vušković
Keyword(s):  
Global Economy ◽  
Empirical Studies ◽  
Quality Standard ◽  
Iso 9001 ◽  
Annual Fluctuation ◽  
Level Of Satisfaction ◽  
The World ◽  
The Republic ◽  
High Level

AbstractThe ISO 9001:2015 certificate of quality is nowadays the most renowned quality standard in the world. Standardised quality has become an imperative competitive advantage on the market for all serious business organisations. The fluctuation of the number of certificates of quality indicates to what extent companies are willing to ensure the quality of their products and services to customers and clients, and how fast the domestic market is standardised and integrated into the global economy. This paper presents the results of two empirical studies. The first one focused on the analysis of the fluctuation in the number of ISO 9001:2015 certificates in the period from 2008 to 2018, while the second aimed to determine the satisfaction of leadership with the certificate. The study has shown that, during the observed period, the number of certificates of quality in Croatia fluctuated between – 18% and +22% annually. At the annual level, a certain number of companies lose their certificates or opt for decertification. For that reason, a study of the leadership’s level of satisfaction with the ISO 9001:2015 certificate was conducted using a sample of 296 certified business organisations. The study has proven that the leadership showed a high level of satisfaction with the certificate of quality and that they appreciate business organisations with certificates of quality. It demonstrates that the quality management certification has a bright future regardless of the annual fluctuation of the number of certificates.

Comparative analysis of patient satisfaction with COVID-19 medical care provided in telemedicine center

2021 ◽  
pp. 73-77
Author(s):  
A. V. Starshinin ◽  
A. A. Tyazhelnikov ◽  
A. V. Pogonin ◽  
E. V. Kostenko
Keyword(s):  
Patient Satisfaction ◽  
Comparative Analysis ◽  
Statistical Analysis ◽  
Medical Care ◽  
Dynamic Assessment ◽  
Medical Services ◽  
Level Of Satisfaction ◽  
Time Periods ◽  
High Level

The article presents the results of a dynamic analysis of the satisfaction of patients diagnosed with CAVID‑19 with the quality of medical services provided remotely at the telemedicine centre in Moscow in 2020.Purpose of research. Conduct a dynamic assessment of patient satisfaction with the quality of remote medical services provided in different time periods.Material and methods. The results of an anonymous survey of 424 patients on the quality of remote medical services were dynamically evaluated. The first group (138) received medical care from 01.04 to 30.04, the second one (286) – from 01.06 to 30.06 of 2020 after the implementation of measures to improve them. Statistical analysis was performed using IBM SPSS Statistics 20.0.Results. When analysing the results, a high level of patient satisfaction was revealed, but there was a significant (p < 0.05) difference in the level of satisfaction between the groups. The factors of connection between telemedicine services and patient satisfaction were identified, which served as the basis for organizational measures.Conclusion. Providing medical services using telemedicine technologies can be considered as one of the most effective ways to provide medical care.

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