Abstract:Patient satisfaction is a key indicator of health service quality and is closely related to loyalty, intention to repeat visit, and institutional reputation 1. Waiting time reflects the efficiency of the process and the…
responsiveness of services at the stages of registration, administration, and consultation which have a direct impact on the perception of quality and satisfaction 2. Literature review shows a consistent pattern: long wait times decrease satisfaction, while short, predictable wait times increase satisfaction, especially in outpatient services that have higher expectations of timeliness 3. Waiting longer than 60 minutes is associated with a significant decrease in satisfaction scores, making the management of wait time duration and variability crucial. Determining factors include queue design, health worker capacity, administrative complexity, and timeliness of doctors; Meanwhile, digital solutions (e.g. Mobile JKN) speed up the pre-visit and visit process and related to a 5.6 reduction in waiting time. This review summarizes the findings of 2015–2024, maps the determinants and mechanisms of the relationship between wait time and satisfaction, and offers managerial strategies for healthcare facilities in Indonesia and internationally 7
Abstract:This study aims to determine the influence of public perception on the quality of public services at the Department of Population and Civil Registration (Disdukcapil) of Bogor Regency. The type of research used is descriptive…
ptive quantitative. The population in this study consists of people who carried out administrative services at the Disdukcapil office of Bogor Regency, with a total sample of 100 respondents. Data analysis was conducted using the Weighted Means Score (WMS) method. The results of the study show that: (1) The highest average score from the analysis of public service quality indicators was the indicator related to “technical service requirements at Disdukcapil being easy to understand by the public,” which obtained an average value of 3.50, categorized as good. Another high indicator was “the completion of administrative processes at Disdukcapil on time,” with an average score of 3.55, also categorized as good. Meanwhile, the lowest average score was 3.19, categorized as fairly good, on indicators such as “the public feeling that their security is guaranteed when managing administrative services at Disdukcapil” and “service officers being disciplined in providing services to the community.” (2) The final recapitulation of the analysis across the ten main indicators of public service quality shows that the highest average score was found in the Certainty indicator, with a score of 3.48, categorized as fairly good. On the other hand, the lowest average scores were in the Discipline and Comfort indicators, both with scores of 3.23, also categorized as fairly good. (3) Overall, the average score of all public service quality indicators in this study was 3.34, categorized as fairly good. This indicates that, in general, the public perceives the quality of public services at the Disdukcapil of Bogor Regency to be fairly good. The recommendation given is that Disdukcapil Bogor Regency should further improve the discipline of its officers regarding their presence at the workplace or service counters, as well as their punctuality in serving the community, and also create a more comfortable environment and waiting area for the public accessing services.
Abstract:One measure of service success is patient satisfaction; in the world of health, patient satisfaction indicates that the services provided have been delivered properly by health workers. The purpose of this study was to analyze…
nalyze the relationship between waiting time and outpatient satisfaction at Gunung Maria Tomohon Hospital. The method used in this research is quantitative research which is descriptive analytic using a cross-sectional study approach with a sample of 266 respondents (total sampling) with univariate and bivariate analysis. The results showed that based on the results of the chi-square test, a value of p = 0.001 (<α = 0.05) was obtained, indicating that there is a relationship between waiting time and outpatient satisfaction at Gunung Maria Tomohon Hospital. Based on the results of the analysis, it can be concluded that there is a relationship between waiting time and outpatient satisfaction at the Outpatient Polyclinic of Mount Maria Tomohon Hospital. As a suggestion for hospital leaders, especially for outpatient directors at Gunung Maria Tomohon Hospital, it is recommended to set health service standards, particularly for outpatients, to enhance their satisfaction.
Abstract:Technology company Apple Inc. is a market leader in IOS-based Smartphone sales. In market control, this company can quickly expand its sales wings with its official distributors to be able to reach several countries, especially…
ecially buyers. The resulting products have a fairly good strategic power targeting the middle to upper segments. The methodology is exposed that the marketing of the products used leads to premium services and digital media-based distribution. The strategy adopted by Apple Inc. has proven to be very effective because the introduction of products that have an exclusive image makes loyal customers wait for the presence of their products until they reach their official distributors. By conducting good research and development (R&D) on its product line, it makes it challenging to run the market to the global corner. This study provides strategy and understanding of the business perspective of Apple Inc. technology.
Abstract:Efficient queue management is a major challenge in public services, including in Cibeunying District. Traditional manual systems often lead to unorganized queues, long waiting times, and public dissatisfaction. This study…
y aims to design and implement a more modern and structured technology-based queue numbering system. The system is designed as a web-based application that allows users to take queue numbers directly on-site or via mobile devices. Additionally, the system is equipped with an automatic call feature, where if a number is not present after two calls, the next number is automatically called. The implementation results show that this system can improve service efficiency, reduce waiting times, and provide a more convenient experience for the community. With this system, the Cibeunying District can significantly optimize the quality of its public services.
Abstract:This research aims to analyze the effectiveness of Minimum Service Standards (MSS) implementation at the Department of Population and Civil Registration (Disdukcapil) in Merauke Regency, South Papua Province. MSS are crucial…
cial instruments for guaranteeing community rights to quality basic services, including civil administration services. Despite their establishment, challenges persist in ensuring that services provided align with the stipulated standards. The research employed a descriptive qualitative approach, collecting data through in-depth interviews, observation, and document analysis. Key informants included the head of the department, service-providing staff, and representatives of community service users. The findings indicate that MSS implementation at Merauke Disdukcapil has generally been underway, though its effectiveness varies across service types. Some MSS indicators, such as service waiting times and cost certainty, have been well-met. However, challenges are still present in aspects like the availability of adequate human resources, sub-optimal socialization of MSS to the community, and the need for improved supporting infrastructure. Limited access to information and public understanding of service rights also act as inhibiting factors. Thus, the effectiveness of MSS at Merauke Disdukcapil can be enhanced through strengthening human resource capacity, improving facilities and infrastructure, and intensifying socialization efforts. This study recommends the necessity of regular evaluation and continuous improvement to ensure excellent civil administration services for all communities in Merauke.
Abstract:Yanggandur Village, Sota District, Merauke Regency has the task of providing services to all elements of society regardless of social status in order to provide excellent service to the community. One of the problems that…
t occurs in the village office is the poor service so that the community complains about the service provided because the manufacturing process is very convoluted and waits for a long time The purpose of this study is to find out the effectiveness of the work of village officials in improving services in Yanggandur Village, Sota District, Merauke Regency. This study uses a qualitative research method with a descriptive approach. The data collection technique uses observation, interview, and documentation techniques. The results of this study illustrate that the effectiveness of the work of village officials in improving services in Yanggandur Village, Sota District, Merauke Regency in the implementation of services has not been carried out effectively. This happens because there is still a lack of government responsibility, especially village officials in providing good services to the community. The lack of initiative of the village officials to adapt to the community environment and also the lack of village office facilities so that all activities do not run well and efficiently. For the Yanggandur village apparatus to be able to improve the quality of service, meet the needs of the community well and also build relationships with a more participatory approach with the community so that the services provided will produce good results.
Keywords: Effectiveness, Service, Village Apparatus
Abstract:Abstract: The success of a government agency can be seen from the services provided by the agency itself. Therefore, government agencies must provide optimal services according to the needs of the community so that it is…
easy to carry out administration. Tanjungbalai City Office of the Ministry of Religion in conducting community satisfaction survey activities distributes questionnaires using google form and processes questionnaire data using number processing applications. So that there is no decision support system to accelerate knowing the level of community satisfaction with the services that have been provided. purpose of this study was to determine the level of public satisfaction with Hajj and Umrah Organizer section at the Tanjungbalai City Ministry of Religion Office. In this study the method used is the servqual method with 5 dimensions. Data collection was carried out through a questionnaire given to 30 respondents who had received services from the Hajj and Umrah Organizer section. Based on the results of the study, it is known that 75% people feel very satisfied, 18.75% people feel satisfied, and 16.15% people feel dissatisfied. The results also show that there is one dimension that has a negative value, namely the dimension of physical evidence regarding waiting chairs.
Keywords: Satisfaction; Servqual; Deccission Support.
Abstrak: Keberhasilan suatu instansi pemerintah dapat dilihat dari pelayanan yang diberikan oleh instansi itu sendiri. Oleh karena itu, instansi pemerintah harus memberikan pelayanan optimal sesuai dengan kebutuhan masyarakat agar mudah melakukan administrasi. Kantor Kementerian Agama Kota Tanjungbalai dalam kegiatan survei kepuasan masyarakat melakukan penyebaran kuesioner menggunakan google form dan mengolah data kuesioner menggunakan aplikasi pengolah angka. Sehingga belum ada sistem pendukung keputusan untuk mempercepat mengetahui tingkat kepuasan masyarakat terhadap pelayanan yang telah diberikan. Tujuan dari penelitian ini untuk mengetahui tingkat kepuasan masyarakat terhadap seksi Penyelenggara Haji dan Umrah di Kantor Kementerian Agama Kota Tanjungbalai. Dalam penelitian ini metode yang digunakan adalah metode servqual dengan 5 dimensi. Pengumpulan data dilakukan melalui kuesioner yang diberikan kepada 30 responden yang pernah mendapat pelayanan dari bagian Penyelenggara Haji dan Umroh. Berdasarkan hasil penelitian diketahui 75% masyarakat merasa sangat puas, 18,75% masyarakat merasa puas, dan 16,15% masyarakat merasa tidak puas. Hasil penelitian juga menunjukkan bahwa terdapat satu dimensi yang bernilai negatif yaitu dimensi bukti fisik mengenai kursi tunggu.
Kata kunci: Kepuasan; Servqual; Sistem Pendukung Keputusan.
Abstract:Abstract: Puskesmas as a public health technical service unit (UPT) facilitated by the government. Medical record data at the Sidodadi Health Center is processed manually and has a weakness, which requires a long time to…
find medical record data, because the data is still in the form of print media. The purpose of this study can be to build and design applications that can find out the process of managing patient medical records, to design a medical record information system equipped with facilities to facilitate admins in inputting patient data. This research method is carried out with a qualitative descriptive method approach while the method in system development uses a waterfall model. Based on the results of the following study, the application of this medical record system to conduct examinations on patients based on websites so that it is easier and more accurate. It can be concluded that the medical record system applied based on the Website can manage medical record data faster because the management process is no longer handwritten which results in very long queues so many patients have to wait for medical record examinations
Keywords : e-application; puskesmas; information system.
Abstrak: Puskesmas menjadi layanan kesehatan masyarakat yang difasilitasi oleh pemerintah. permasalahan yang terjadi pada Puskesmas Sidodadi dalam pengolahan ata rekam medis yang dilakukan dengan cara manual, karena data masih berbentuk media cetak. Tujuan penelitian ini dapat membangun dan merancang aplikasi yang dapat mengetahui proses pengelolaan rekam medis pasien, untuk merancang sistem informasi rekam medis yang dilengkapi dengan fasilitas untuk memudahkan admin dalam menginputkan data-data pasien. Metode penelitian ini dilakukan dengan pendekatan metode deskriptif kualitatif sedangkan metode dalam pengembangan sistem menggunakan model waterfall. Berdasarkan hasil penelitian berikut penerapan system rekam medis ini untuk melakukan pemeriksaan pada pasien berbasis website sehingga lebih mudah dan akurat. Dapat disimpulkan system rekam medis yang diterapkan berbasis Website dapat mengelola data rekam medis lebih cepat karena pada proses pengelolaannya tidak lagi ditulis tangan yang mengakibatkan antrian sangat panjang sehingga banyak pasien harus menunggu dalam pemeriksaan rekam medis.
Kata kunci : e-aplikasi; puskesmas; sistem informasi.
Abstract:Abstract: Getting a job is a goal by graduates after completing their studies. But in this process, getting a job inevitably requires waiting time. If one measure of success in the field of education of a tertiary institution…
ution is the number of graduates entering the workforce. So to implement this goal, alumni data is needed that can be used in decision making. Existing tracer study data at the STMIK Royal Career Service Center (LPLK) have not been utilized optimally by the campus. If we dig deeper, we will get some knowledge from this data by applying data mining techniques. Therefore, it is clear that using data mining to predict alumni waiting time is important for a university to determine its strategy. The purpose of this study is to predict the waiting time for alumni to get a job using data mining by applying the Naive Bayes algorithm. Training and testing data were taken from 193 data tracer study alumni of STMIK Royal in 2021 who had graduated and were working. The criteria used to predict alumni waiting time are gender, major, year of entry, year of graduation, GPA, and length of time getting a job. The results of modeling using the Naive Bayes algorithm produce an accuracy of 94%.
Keyword: data mining; naive bayes; waiting time
Abstrak: Mendapatkan pekerjaan merupakan tujuan oleh lulusan setelah menyelesaikan studi mereka. Tetapi dalam proses ini, mendapatkan pekerjaan pasti membutuhkan waktu tunggu. Jika salah satu ukuran keberhasilan di bidang pendidikan suatu perguruan tinggi adalah banyaknya lulusan yang masuk ke dunia kerja. Maka untuk menerapkan tujuan itu, maka diperlukan data alumni yang dapat digunakan dalam pengambilan keputusan. Data tracer study yang ada di Lembaga Pusat Layanan Karir (LPLK) STMIK Royal belum dimanfaatkan secara optimal oleh kampus. Jika kita gali lebih dalam, kita akan mendapatkan suatu pengetahuan dari data ini dengan menerapkan teknik data mining. Oleh karena itu, jelas bahwa menggunakan data mining untuk memprediksi waktu tunggu alumni penting bagi suatu perguruan tinggi untuk menentukan strateginya. Tujuan dari penelitian ini adalah untuk memprediksi waktu tunggu alumni mendapatkan pekerjaan menggunakan data mining dengan menerapkan algoritma naive bayes. Data training dan testing diambil dari 193 data tracer study alumni STMIK Royal tahun 2021 yang sudah lulus dan bekerja. Kriteria yang digunakan untuk memprediksi waktu tunggu kerja alumni yaitu jenis kelamin, jurusan, tahun masuk, tahun lulus, IPK, dan lama mendapatkan pekerjaan. Hasil pemodelan dengan menggunakan algoritma naive bayes menghasilkan akurasi sebesar 94%.
Kata Kunci: data mining; naive bayes; waktu tunggu