Influence of Pos Giro Mobile (PGM) in Running the Service Process of PT. Pos Indonesia (Case Study at Padangsidimpuan Post Office)

Along with the rapid development of technology, business people are required to be able to use the internet as a medium for doing business online in order to increase service effectiveness so that customers can access services easily anywhere and anytime. This study aims to analyze how the role of Pos Giro Mobile (PGM) in carrying out the service process of PT. Indonesian post. The research method used is descriptive by examining what are the benefits and how to introduce PGM to the community as well as what obstacles are passed. The results showed that PT. Pos Indonesia has introduced the Pos Giro Mobile (PGM) product to the public. However, people who lack knowledge of technology become one of the obstacles so that PT. Pos Indonesia decided to socialize directly as well as teach how to use the application.

PENGENALAN LITERASI DIGITAL SISTEM PERPUSTAKAAN BERBASIS WEB DI SMP KEMALA BHAYANGKARI 1 MEDAN

Abstrak: Proses pelayanan perpustakaan di SMP Kemala Bhayangkari 1 Medan awal nya dilakukan secara konvensional lalu berganti menjadi Sistem Berbasis Teknologi (Web). Terdapat beberapa kendala setelah pergantian sistem tersebut. Hal ini dikarenakan kurang familiarnya siswa terhadap pengunaan Sistem Perpustakaan Berbasis Teknologi (Web), sehingga siswa menjadi kebingungan dalam mengimplementasikan pengunaannya. Untuk itu dilakukan kegiatan pengenalan literasi digital untuk membantu siswa dalam menggunakan sistem perpustakaan. Kegiatan ini dilakukan menggunakan metode seperti, Menyusun Rancangan Kegiatan, Pelatihan dan Penerapan, Evaluasi. Sehinga mendapatkan sebuah hasil Modul Pedoman Penggunaan, media pelatihan penggunaan web perpustakaan, serta video pelaksanaan kegiatan berisi informasi tentang Penggunaan Web Perpustakaan, petunjuk serta saran penggunaan media Web Perpustakaan. Program MBKM terlaksana melalui beberapa rangkaian kegiatan maupun persiapan yang bertujuan untuk mengoptimalkan Pengunaan web perpustakaan di SMP Kemala Bhayangkari 1 Medan, sehingga mempermudah pelayanan untuk belajar disekolah mitra. Kata Kunci: Literasi Digital, Pelatihan, Web, Modul Pelatihan Abstract: The library service process at SMP Kemala Bhayangkari 1 Medan was initially carried out conventionally and then changed to a Technology-Based System (Web). There are several problems after the system change. This is because students are less familiar with the use of the Technology-Based Library System (Web), so that students become confused in implementing its use. For this reason, digital literacy activities were carried out to assist students in using the library system. This activity is carried out using methods such as Preparing Activity Plans, Training, and Implementation, Evaluation. the result of this activity is the Usage Guidelines Module, training media on the use of the library's web, as well as a video of the implementation of activities containing information about the use of the library's web, instructions, and suggestions for using the library's web media. The MBKM program is implemented through several series of activities and preparations aimed at optimizing the use of the library web at SMP Kemala Bhayangkari 1 Medan, thus facilitating services for learning at partner schools. Keyword: Digital Literacy, Training, Web, Training Module

The Influence of Human Resources and Infrastructure on Service Process and Service Quality

This study analyzes human resources and infrastructure on the service process and service quality at Class IIA Correctional Institutions in Gowa Regency. The research design and approach used is an explanatory approach with quantitative methods. The research method used is Path Analysis, for the sample in this study were all employees totaling 116 employees. The results showed that: 1) Human resources had a positive and significant effect on the service process; 2) facilities have a positive and significant impact on the service process; 3) Human resources have a positive and significant impact on service quality: 4) Infrastructure facilities have a positive and significant effect on service quality; 5) The service process has a positive and significant impact on service quality; 6) Human resources have a positive and significant impact on service processes and service quality; 7) Infrastructure has a positive and significant effect on service processes and service quality.

Exploring perceived innovation in building customers’ patronizing behavior in the food delivery service context

Purpose In the food delivery industry, mobile applications have become an important platform for providing services and interacting with customers. Thus, this study aims to examine whether customers’ perceived innovation changes their patronizing behavior intention toward the brand’s application. Design/methodology/approach Using data from food delivery customers in the USA, this study identifies the relative impact of multidimensional innovation (i.e. service concept innovation, service process innovation and customer experience innovation) on customers’ behavior. Partial least squares-structural equation modeling is used to test the hypotheses. Findings Results show that customers’ perceived service process and experience innovation increase commitment, which turns into reuse intention of the delivery application. Commitment also increases the impact of customers’ perceived innovation on loyalty. However, in this study, service concept innovation is insufficient to solely create positive behavioral intention. Practical implications Findings suggest that a food delivery application that continues to innovate to improve the service process and experience can be an effective marketing tool because they increase bonding with customers. This study recommends that food delivery companies manage their relationship with customers to achieve sustainable growth. Originality/value Despite the growing attention in the mobile service industry, limited studies have examined the effects of innovations of food delivery application on customers’ behavior. Thus, this study provides useful guidelines that advance mobile commerce research, especially in the food delivery industry.

Service Process Factors Affecting Patients’ and Clinicians’ Experiences on Rapid Teleconsultation Implementation in Out-patient Neurology Services during COVID-19 Pandemic: A Scoping Review

BackgroundPrior to the COVID-19 outbreak, the adoption of teleconsultation for outpatient neurology services was limited. Since the COVID-19 pandemic, many outpatient neurology services have rapidly switched to teleconsultation worldwide. However, it remains unclear how this change has impacted patients' and clinicians' perceptions of service quality. The purpose of this scoping review is to identify process factors that influence patients' and clinicians' experiences of outpatient teleconsultation services during COVID-19.MethodsArksey and O’Malley scoping review framework was used to search PubMed, Scopus, CINAHL, and PsycInfo for original peer-reviewed research studies that examined the experiences of synchronous teleconsultation between a clinician and patient in a home-setting since the World Health organization announced the COVID-19 global pandemic. The service quality model SERVQUAL was used to conduct a deductive thematic analysis to identify the key factors that impacted the patients’ and clinicians’’ perception of teleconsultation services. Results A total of nineteen studies published between January 1, 2020, and April 17, 2021, were identified. The most common service process factors affecting the patients' and clinicians' experiences of teleconsultation were technical issues, addressing logistical needs, communication, ability to perform clinical activities, appropriate triage, and administrative support. Conclusions Our findings identified six key service process factors affecting the patients' and clinicians' teleconsultation experiences in outpatient neurology services. The need for a new triage system and standardizing administrative virtual care workflow are identified as important steps to improve patients and clinicians’ teleconsultation experiences compared to pre-COVID. More research is needed to assess outpatient neurology teleconsultation service quality from patients' and clinicians' perspectives.

VAPBr: Values in Digital Games for Public Service in Brazil

In Brazil, many initiatives have emerged to promote the dialogue between citizens and public institutions using technology. This dialogue has been a challenging endeavor, and digital games have been proposed to stimulate interaction and understanding about public service process delivery. In this context, one fundamental aspect observed for the effectiveness of these games is the human values that the games can transmit. This paper proposes the “Values at Play Brazil” (VAPBr), a deck composed of 24 cards as a brainstorming tool to help designers identify values for public process-based digital games. The paper describes the design of VAPBr and its evaluation with 14 game designers aiming to obtain participants’ perception of VAPBr capability of clearly describing values and its usefulness for identifying them for a game. Results show a positive perception of VAPBr as a brainstorming tool to discover values to be designed in a public processbased digital game.

The Impact of Medical Therapeutic Communication Effectiveness on the Quality of the Medical Service Process in Hospitals at Medan City, Indonesia

BACKGROUND: Many individuals from Medan City, Indonesia, seek treatment abroad. This is because they are dissatisfied with the medical services provided at hospitals in their city, especially those for internal medicine, heart disease, and obstetrics-gynecology (Ob-Gyn). The attitude to seek treatment outside of the city may be because of ineffective medical therapeutic communication. However, a questionnaire to assess medical therapeutic communication from the patient’s perspective is lacking. AIM: Here, we sought to determine the effectiveness of medical therapeutic communication on the quality of the medical service process in hospitals. We also aimed to obtain statement items that can be used in a questionnaire to assess the effectiveness of medical therapeutic communication in hospitals at Medan City. METHODS: This cross-sectional quantitative research was conducted in three Medan City hospitals. Accidental sampling was used to select patients. Overall, 121 patients from internal medicine polyclinic, 88 from cardiac polyclinic, and 121 from obstetrician polyclinic were selected. All data were analyzed using partial least squares structural equation modeling (PLS-SEM) with the second-order model two-stage approach. RESULTS: The outer and inner model tests indicated that 6 statement items from Ob-Gyn specialists could be used as measurements with robustness and accuracy. The hypothesis test also proved that the effectiveness of medical therapeutic communication impacts the quality of the medical service process in Ob-Gyn polyclinics. The PLS-SEM analysis revealed that the effectiveness of medical therapeutic communication affected the quality of the medical service process only in the Ob-Gyn polyclinic. CONCLUSION: Therefore, medical staff at the Ob-Gyn polyclinics must focus more on listening to patient complaints with empathy and sympathy so that the patients feel better. Medical staff must also be forthright about the patient’s condition and explain the disease, examination, and treatment steps in an interesting way and in a soft tone such that patients can re-explain. Hospital management can use these six statement items to assess the medical therapeutic communication effectiveness in Ob-Gyn polyclinics from patients’ perspective.

Conceptualizing the supplier switching process: an example from public procurement

Purpose This paper aims to develop a framework for switching a service supplier in a supply network. Design/methodology/approach The study builds on existing literature in the field of purchasing and supply management, public procurement (PP) and the Industrial Marketing and Purchasing approach, as well as on an illustrative example case, from the PP context, of a supplier switch in a service delivery process. Findings During a switching process, the buyer must simultaneously manage the ending of a relationship with the incumbent supplier and the beginning of a relationship with a new supplier. Collaboration with the focal suppliers to develop a service process with standardized components prevents disruptions in the service processes and reduces the impact of the switch on the wider network. Research limitations/implications The conceptualization suggested in this paper needs to be further explored in different empirical contexts to assess its practical adequacy. Practical implications Practitioners responsible for service procurement can use the findings to develop collaboration with suppliers, both when it comes to service process development and to the switching process. Furthermore, the authors highlight the importance of ending competencies and the development of an exit plan to conduct a “beautiful exit.” Originality/value The paper integrates relationship initiation and ending studies, as well as procurement process models to develop a refined switching process framework. Many PPs rely on short-term relationships due to the legal obligation to frequently invite suppliers to tender, thus understanding the supplier switching process is important both for private and public sector actors.

Chain of Custody Implementation on Public Service Administration in Indonesia: A Framework

Proses administrasi dapat dilihat melalui proses umum, sedangkan tindakan administratif dapat dilihat pada tingkat program tertentu. Chain of custody (CoC), dalam konteks hukum, mengacu pada dokumentasi kronologis atau jejak kertas yang mencatat urutan penahanan, kontrol, transfer, analisis, dan disposisi bukti fisik atau elektronik. Dalam proses layanan, CoC berfungsi untuk melacak dokumen layanan atau jejak dokumen sesuai dengan prosedur yang ditentukan. Dalam pelayanan publik, kegiatan administrasi dilakukan untuk mengendalikan upaya instansi pemerintah agar tujuannya tercapai. Makalah ini bertujuan untuk mengkaji penerapan CoC dalam penyelenggaraan pelayanan publik di Indonesia. Berdasarkan pendekatan kuasi-kualitatif yang dilakukan, diperoleh kesimpulan bahwa penerapan CoC dalam penyelenggaraan pelayanan publik dapat memberikan kerangka kerja yang berguna untuk memahami dan meningkatkan upaya pengurangan masalah administrasi dalam pelayanan publik.Administrative processes can be seen through a general process, while administrative action can be examined at a certain program level. Chain of custody (CoC), in the context of law, refers to chronological documentation or paper traces that record the sequence of detention, control, transfer, analysis, and disposition of physical or electronic evidence. In the service process, the CoC serves to track service documents or document traces according to the procedures specified. In public services, administrative activities are carried out to control the efforts of government agencies so that their objectives are achieved. This paper aims to examine the application of CoC to the administration of public services in Indonesia. Based on the quasi-qualitative approach taken, it was produced that the application of CoC to the administration of public services can provide a useful framework for understanding and improving efforts to reduce administrative problems in public services.