scholarly journals THE GOVERNMENT REFORM ON HEALTHCARE FACILITIES FROM THE STANDPOINT OF SERVICE QUALITY PERFORMANCE

2020 ◽  
pp. 16-31 ◽  
Author(s):  
Bambang Subiyakto ◽  
Sebastian Kot
Keyword(s):  
Service Quality ◽  
Government Reform ◽  
Quality Performance ◽  
Healthcare Facilities ◽  
The Government

scholarly journals The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

2020 ◽  
Vol 2 ◽  
pp. 56-65
Author(s):  
Ana Fransisca Flores ◽  
Estanislau Sousa Saldanha ◽  
Manuel Vong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Industries ◽  
Mediation Effect ◽  
Quality Performance ◽  
The Government ◽  
Hotel Managers ◽  
Improve Service Quality ◽  
The Relationship

Sustainability of  hotel’s performance can be determined by service quality, satisfaction and customer loyalty. The level of customer satisfaction can be increased if hotels offer good quality performance, and so it can retain customers to stay in a hotel.  Thus, this research aims to identify and explain the influence of service quality for customer loyalty and test the effect of customer satisfaction mediation for the relationship between service quality and customer loyalty in the room division of the hotel. This research was conducted at hotel industries in Dili. Respondents for this research were their customers, and research instruments were questionnaires adopted from previous researches, and SMART-PLS 3.0 was used to test the hypothesis. This research shows that service quality and customer satisfaction are not significant to influence customer loyalty in the room division of hotels in Dili. Moreover, customer satisfaction does not have the effect of mediation for the relationship between service quality and customer loyalty. This research can contribute to enrich the theory and empirical about service quality, customer satisfaction, and customer loyalty. In a practical level, this research can help hotel managers to develop their strategies in order to retain their customers through good service quality.  This research can also help the government to aquire data on the level of customer satisfaction for the service quality of hotels in Timor-Leste, and so can develop the policy of human capital training to improve service quality in hotels and other service industries

Empirical Study On Attributes Leading To Satisfaction Among Bank Customer

2019 ◽  
Vol 118 (7) ◽  
pp. 101-110
Author(s):  
Ms.U.Sakthi Veeralakshmi ◽  
Dr.G. Venkatesan
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Banking Sector ◽  
Positive Impact ◽  
Quality Performance ◽  
Public And Private ◽  
The Difference ◽  
The Individual ◽  
Private Banking ◽  
Service Gap

This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measure the difference-score conceptualization. It is used to evaluate service gap between expectation and perception of service quality. Modifications are made on the SERVQUAL instrument to make it specific to the Banking sector. Questions were added to the instrument like Seating space for waiting (Tangibility), Parking space in the Bank (Tangibility), Variety of products / schemes available (Tangibility), Banks sincere steps to handling Grievances of the customers (Responsiveness). The findings of the study revealed that the customer’s perception (performance) is lower than expectation of the service quality rendered by banks. Responsiveness and Assurance SQ dimensions were the most important dimensions in service quality scored less SQ gap. The study concluded that the individual service quality dimensions have a positive impact on Overall Satisfaction.

scholarly journals LIBERALISM, LOCAL GOVERNMENT REFORM, AND POLITICAL EDUCATION IN GREAT BRITAIN AND BRITISH INDIA, 1880–1886

2017 ◽  
Vol 61 (1) ◽  
pp. 181-203 ◽  
Author(s):  
BENJAMIN WEINSTEIN
Keyword(s):  
Great Britain ◽  
Local Government ◽  
Body Politic ◽  
The Body ◽  
Political Education ◽  
Government Reform ◽  
British India ◽  
The Government

AbstractThis article attempts to shed new light on the character of late Victorian Liberalism by investigating its political priorities in British India. It takes as its particular focus the debates which raged between 1881 and 1883 over the Government of India Resolution on Local Self-Government. Along with the Ilbert Bill, the Resolution comprised the centrepiece of the marquis of Ripon's self-consciously Liberal programme for dismantling Lytton's Raj. When analysed in conjunction with contemporaneous Liberal discourse on English local government reform, the debates surrounding the Resolution help to clarify many of the central principles of late Victorian Liberalism. In particular, these debates emphasize the profound importance of local government reform to what one might call the Liberal project. Beyond its utility in effecting retrenchment, efficiency, and ‘sound finance’, local government reform was valued by Liberals as the best and safest means of effecting ‘political education’ among populations, in both Britain and India, with increasingly strong claims to inclusion within the body politic.

scholarly journals Analisis Manajemen Mutu Terpadu (TQM) dalam Pelayanan Rumah Sakit

2019 ◽  
Author(s):  
vovi tridian ulfah ◽  
Hade Afriansyah ◽  
Rusdinal
Keyword(s):  
Service Quality ◽  
Medical Equipment ◽  
Medical Personnel ◽  
The Future ◽  
The Government ◽  
Improve Service Quality

In order to improve service quality conduct and synergize management to complement hospitals medical equipment supported by medical personnel who are quite reliable in their fields. Steps taken by the hospital, among others, cooperating with the government, opportunities for open relations partnership for investors to develop this hospital to be better in the future

scholarly journals ANALISIS PERHITUNGAN DAN PELAPORAN PPH FINAL PASAL 4 AYAT 2 ATAS BUNGA DEPOSITO DAN TABUNGAN NASABAH PADA PT. BPR MAPALUS TUMETENDEN CABANG TOMOHON

2016 ◽  
Vol 11 (2) ◽  
Author(s):  
Veronica Junisa Lolong ◽  
David Paul Elia Saerang ◽  
Hence Wokas
Keyword(s):  
Service Quality ◽  
Income Tax ◽  
Descriptive Analysis ◽  
Field Studies ◽  
Study Data ◽  
Tax Law ◽  
Income Tax Law ◽  
The Government ◽  
Tax Deduction

Income tax is one of the largest government revenues. Income Tax Law Article 4 Paragraph 2 gives a mandate to the government to impose income tax on certain earnings final. This study aims to determine how the interest calculation and interest reports and final income tax deduction on interest of savings and customer deposits at PT. BPR Mapalus Tumetenden Branch Tomohon. Descriptive analysis was employed in this study. Data were obtained by field studies. The results shows that the calculation and reports of Final Income Tax Article 4 Paragraph 2 on deposit and savings PT. BPR Mapalus Tumetenden Branch Tomohon have compiled with the laws of regulations. Leaders of PT. BPR Mapalus Tumetenden Branch Tomohon should improve the service quality to each customer, so that the customers can increase the amount of savings in bank. Keywords: calculation, reporting, deposit interest, customer savings

scholarly journals Treatment Interest of Badan Penyelenggara Jaminan Sosial (Social Security Organizing Agency) Patients in Balowerti Public Health Center Kediri City

2019 ◽  
Vol 11 (11) ◽  
pp. 149
Author(s):  
Sandu Siyoto ◽  
Albert Ronald Tule
Keyword(s):  
Social Security ◽  
Service Quality ◽  
Health Center ◽  
National Health ◽  
Public Hospitals ◽  
Patient Dissatisfaction ◽  
Lack Of Information ◽  
Financial Flow ◽  
Long Time ◽  
The Government

The Social Security Organizing Agency (BPJS) which was established in 2014, implements the National Health Insurance Program (JKN). While JKN positively affects national health and increases the financial flow of private hospitals, there is a significant financial deficit, which can be covered by the involvement of informal private-sector workers, whose loyalty to the hospital is mainly influenced by hospital’s environment, communication with staff, and service quality. Previous studies indicate that in Indonesia loyalty to the public hospitals can have no relationships with service quality, to test this assumption, a sample of 126 subjects was recruited at the Balowerti City Health Center, Kediri City. All participants of the study received premium assistance beneficiaries (PBI) of BPJS insurance, which is fully subsidized by the government. Despite this, the main part of the sample evaluated their perception of the Balowerti City Health Center and the quality of its service as average or poor. Ordinal regression confirmed the existence of the influence of service quality and perception of the hospital on the behavioral intention of patients. Refers to perception of low service quality is the main reason for insufficient involvement if JKN. According to the previous studies, a lack of time for communication with the patient, long time of waiting, and a lack of information of BPJS are main reasons of patient dissatisfaction and low enrollment in JKN.

scholarly journals The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship ◽  
Global Changes ◽  
The Government ◽  
The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

scholarly journals Influence Relaxation Policy Fees on COVID-19 Pandemic and Service Quality Claims against the Realization of Dues Payment Compliance BPJSK in Branch Office Driyorejo-Gresik East Jawa-Indonesia

2021 ◽  
Vol 3 (2) ◽  
pp. p72
Author(s):  
Untung Lasiyono
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Economic Aspects ◽  
Payment Policy ◽  
Population Research ◽  
Premium Payment ◽  
The Government ◽  
Branch Office

In the conditions of the Covid-19 pandemic, it had a very large impact not only on the health aspect, but also on the labor and economic aspects. The industrial world has been affected so much that the industrial world has stopped its production activities so that there has been a reduction in the workforce in production by being dismissed and even disconnected from their work. This condition is what makes the government take action, especially in terms of employment in fulfilling the obligation to pay BPJSK output through a relaxation or softness policy in paying contributions. Another policy is the claim service for BPJSK participants if there is a risk that results in the realization of the claim.This research is to analyze with the policy of relaxation of payment of dues and claim services associated with their influence on participant compliance in paying BPJSK dues. The population / research sample was the participants of the BPJSK Gresik Driyorejo Branch, using a questionnaire to obtain data on the perception of relaxation policies, service quality and compliance with payment of dues.Based on the results of data analysis, it shows that: first, the premium payment policy has a significant effect on dues pay compliance, second, the service quality of claims has a significant effect on awareness of premium payments, and third, the policy of relaxation of contributions and the quality of service claims has a significant effect on the premium. payment of dues for BPJSK members at the Gresik Driyorejo Branch.

scholarly journals Pelayanan E-KTP di Masa Pandemi pada Dinas Kependudukan dan Catatan Sipil Kota Bandar Lampung

Wacana Publik ◽  
2020 ◽  
Vol 14 (02) ◽  
pp. 57-67
Author(s):  
Azima Dimyati ◽  
Devi Ratnasari Togatorop ◽  
Selvi Diana Meilinda
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Qualitative Approach ◽  
Administrative Services ◽  
City Population ◽  
A Priority ◽  
The Government ◽  
Initial Research

The purpose of this study was to describe public services during a pandemic, as initial research, public services are focused on e-KTP services at the Bandar Lampung City Population and Civil Registry Service because e-KTP services are a priority ahead of the simultaneous Regional Head Elections on 9 December 2020. Public service is an activity that is given to meet the needs of every person or society. Therefore, the government must have a strategy of responsibility and serving various problems and responses from the community. The e-KTP making service is measured from various dimensions of service quality such as reliability, responsiveness, assurance and empathy. With a qualitative approach, data is obtained based on the results of observations and interviews, it is known that administrative services for making ID cards have not been carried out by following changes during the pandemic, problems that arose before the pandemic still occur so that it does not provide satisfaction to the community, this is seen from the lack of infrastructure. adjusting to pandemic conditions, lack of responsiveness and attention from staff and employees, guaranteeing certainty of settlement that is not in accordance with the stipulated rules is a challenge in implementing the dimensions of e-KTP services.

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