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Teilhaud, S., J. Corre y G. Farges. "Assurance qualité du service biomédical: implantation et méthodologie". RBM-News 19, n.º 1 (enero de 1997): 54–58. http://dx.doi.org/10.1016/s0222-0776(97)84043-6.
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Bouarab-Dahmani, Farida y Razika Tahi. "Assurance Qualité des Formations Universitaires". Journal of Quality in Education 4, n.º 5 (5 de mayo de 2014): 11. http://dx.doi.org/10.37870/joqie.v4i5.48.
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Jacques Dejean [Dejean 04] affirme que « la qualité d'un service ne peut être appréciée de la mêmefaçon que celle d'un produit ». La qualité est une « aptitude à satisfaire des besoins exprimés ouimplicites » (Norme ISO 8402) des clients. L'assurance qualité consiste à mettre en oeuvre « l'ensemble des actions préétablies etsystématiques nécessaires pour donner la confiance appropriée en ce qu'un produit ou servicesatisfera aux exigences données relatives à la qualité » (Norme ISO 9000). Il s'agit de maà®triserle processus de production, et ce depuis la conception jusqu'à l'aprês-vente (cas de conformitéà la norme ISO 9001, la plus exigeante), dans le but de limiter les sources de non-qualitéet de montrer au client que l'on a tout mis en oeuvre pour limiter au maximum les risques d'insatisfaction.La formation est un bien immatériel dont il n'est pas aisé d'apprécier la qualité. Il estdifficilement objectivable et la « satisfaction » de ses « clients » va contre toute démagogie si on ne veut pas avoir une vision réductrice de la qualité de la formation.La formation est coproduite par les différents acteurs qu'elle concerne [Laurens 99]. Elle ne peut doncêtre entiêrement programmée à l'instar d'un processus industriel classique.La qualité d'une formation ne peut s'obtenir du premier coup, elle se travaille et peut être atteinte au bout d'un processus itératif. Chaque boucle de retour est porteuse d'un certain nombre d'actions correctives ou évolutives pour avoir une qualité supérieure. Ces actions correctives, pour être objectives, doivent provenir d'une évaluation formative impliquant tous les acteurs d'une formation.Nous débuterons notre communication par un tour d'horizon sur l'évaluation des formations à l'université en nous appuyant particuliêrement sur les expériences Européenne et Américaines. Le point suivant présente les grandes lignes d'une démarche assurance qualité de formation pour le cas de l'université Algérienne. Cette démarche s'appuie sur la consolidation des évaluations formatives respectives des différents enseignementsde la formation. Quelques indicateurs d'une grille d'évaluation critériée sont proposés dans le quatriême point avec un exemple pour concrétiser nos propositions.
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Dupont, T. M. "Assurance-qualité du service biomédical: application à un hôpital d'outre-mer". RBM-News 21, n.º 4 (julio de 1999): 93–97. http://dx.doi.org/10.1016/s0222-0776(99)80051-0.
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Map, Jurnalmap y Eskalinda ÔÇÄ. "KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS ENOK TEMBILAHAN KABUPATEN INDRAGIRI HILIR". MAP (Jurnal Manajemen dan Administrasi Publik) 4, n.º 1 (20 de abril de 2021): 28–40. http://dx.doi.org/10.37504/map.v4i1.303.
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This study aims to describe the quality of health services in Enok Tembilahan Health Center. This research is a type of quantitative descriptive research, with dimensions of service quality according to Parasuraman, Zeithaml and Berry consisting of Tangibles (direct evidence), Reliability, Responsiveness (responsiveness), Assurance (assurance) and Empathy. The results of studies that have been conducted on service quality at Enok Tembilahan Health Center in health services, from the five dimensions namely Tangibles (direct evidence), Reliability, Responsiveness, Assurance and Empathy, the quality of service is good. Keywords: service quality, reliability, responsiveness, assurance, empathy
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Karapetrovic, Stanislav y Walter Willborn. "Quality assurance in investment services". Managing Service Quality: An International Journal 9, n.º 4 (1 de agosto de 1999): 222–30. http://dx.doi.org/10.1108/09604529910273030.
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Quality assurance is the process of providing confidence that the stated or implied requirements for quality are met. In financial investment services, “quality” is defined as the perception of the investor about achieving satisfactory returns under acceptable and generally accepted risks within a planned time. Investor’s confidence in achieving quality stems from the quality assurance efforts and processes of the investment service provider. In this paper, different types of investment services, from a simple provision of investment information, to a full‐service portfolio management are discussed. Principles of quality assurance in investment services are provided. A realistic portfolio management case indicates that a modern quality management system (ISO 9000) can enhance quality assurance and thus the quality of investment services.
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Tuan, Nguyen Anh y Nguyen Thi Vien Ly. "Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company". Science & Technology Development Journal - Economics - Law and Management 4, n.º 3 (7 de julio de 2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.649.
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This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The results show that responsiveness, assurances, and empathy have a positive impact on customer satisfaction. This comes from the characteristics of logistics industries that require assurance and accurate responsiveness. Therefore, the study offers some solutions for Duong Vy as well as the logistics industry to improve the quality of logistics services, such as (1) invest to improve the assessment of tangible value and customer trust; and (2) promote assurance, responsiveness, and empathy to increase customer satisfaction and enhance business efficiency.
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Affiani, Musfarita. "Pengaruh Kualitas Pelayanan pada Kepuasan Peserta Pelatihan Dasar CPNS Kabupaten Tebo Provinsi Jambi". Eksis: Jurnal Ilmiah Ekonomi dan Bisnis 11, n.º 1 (7 de julio de 2020): 45. http://dx.doi.org/10.33087/eksis.v11i1.193.
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Service quality including reliability, responsiveness, assurance, empathy and tangibility had a positive and significant effect on the satisfaction of training participants for candidates for civil servants. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal. Finance Keywords: Quality Services, Training Participants Satisfaction.
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Records, Harold A. y Michael F. Glennie. "Service Management and Quality Assurance..." Cornell Hotel and Restaurant Administration Quarterly 32, n.º 1 (mayo de 1991): 26–35. http://dx.doi.org/10.1177/001088049103200111.
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Records, H. "Service management and quality assurance…". Cornell Hotel and Restaurant Administration Quarterly 32, n.º 1 (mayo de 1991): 26–35. http://dx.doi.org/10.1016/0010-8804(91)90013-h.
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Rochmansjah, Heru y Karno Karno. "The Digitalization of Public Service Assurance". MIMBAR : Jurnal Sosial dan Pembangunan 36, n.º 1 (27 de junio de 2020): 43–52. http://dx.doi.org/10.29313/mimbar.v36i1.5073.
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Digitalization of public service assurance is a factor that determines the quality of public service to meet the expectations and desires of the citizens. Public service assurance needs to be supported by digital-based information systems. This research applies a mixed-method approach, started by a quantitative approach and continues with a qualitative approach. This study has 273 respondents and 17 informants. The quantitative research data analysis uses SEM analysis, qualitative data analysis uses QDA analysis, and score distribution analysis uses SPSS. The result of this research is the conceptualization of information systems including dimensions of human resources, information technology, and information relations. The concept of causality relationship between information systems and the quality of health services indicated by the loading factor value of 0.51, which can be stated that the relationship is significant and produces a new concept of digital-based Public Service assurance. This research concludes there is a positive and significant influence between information systems and the quality of public services. Furthermore, the new concept can be synthesized into a study of public services in scientific work.
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Maesaroh, Tri Shinta. "RELATIONSHIP OF SERVICE QUALITY DIMENSIONS WITH SERVICE SATISFACTION ANTENATAL CARE". Journal of Applied Health Management and Technology 2, n.º 4 (4 de noviembre de 2020): 128–36. http://dx.doi.org/10.31983/jahmt.v2i4.6464.
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According to data and health information from the Grobogan District Service, Puskesmas Godong II is one of the Puskesmas with the coverage of Antenatal Care lowest. In 2016 the coverage of K1 was 100%, K4 was 94.42% and in 2017 KI was 100%, K4 was 93.37%. The gap that occurs between K1 and K4 is due to patients feeling dissatisfied with the services provided so that patients do not make repeat visits and have an impact on the decline of in coverage Antenatal Care. The purpose of this study to determine the relationship of the dimensions of quality of service reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), tangible (physical evidence to the satisfaction of service Antenatal Care.The study was conducted in Puskesmas Godong II with a sample of 55 pregnant women. Sampling technique with purposive sampling. The instrument used was a structured questionnaire. The data analysis used Chi-Square.The results showed the dimensions of service quality, reliability (reliability), responsiveness (responsiveness), assurance (guarantee), empathy ( empathy), tangible (physical evidence), and satisfaction, many respondents have a good perception P-value service quality 0.001, reliability 0.002, responsiveness (responsiveness) 0.010, assurance (guarantee) 0.005, empathy (empathy) 0.009, tangible (physical evidence) 0.000. These results indicate a relationship between the dimensions of service quality reliability (reliability), responsiveness endless (responsiveness), assurance (assurance), empathy (empathy), tangible (physical evidence) with satisfaction service Antenatal Care.It is hoped that midwives can work professionally and improve the quality of work, especially accuracy, responsiveness, skills, and friendliness, and for health centers to be able to provide good facilities and infrastructure, especially clean rooms and environments as well as complete room attributes.
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Anam, Chairil, Nurul Qomariah y Rusdiyanto Rusdiyanto. "SERVICE QUALITY STUDY ON CUSTOMER SATISFACTION AT KSP ASRI BONDOWOSO". Dynamic Management Journal 8, n.º 3 (31 de julio de 2024): 674. http://dx.doi.org/10.31000/dmj.v8i3.12022.
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This research aims to determine the influence of service quality, namely tangible (physical evidence service), reliability (reliability service), responsiveness (response service), assurance (guarantee service) and empathy (empathetic service) on KSP Asri Bondowoso customer satisfaction. This type of research is quantitative causality research. The population in this study were all KSP Asri Bondowoso customers with a sample of 90 saving customers. Sampling was carried out using non-probability techniques. Data collection techniques were carried out using questionnaires. Data analysis was carried out using multiple regression analysis techniques. The research results show that tangible (physical evidence services), reliability (reliability services) and responsiveness (response services), assurance (guarantee services) and empathy (empathetic services) have a partially positive and significant effect on customer satisfaction
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LEE, JUNG-WON y BYOUNGJU CHOI. "FRAMEWORK FOR DATA QUALITY ASSURANCE BETWEEN COMPOSITE SERVICES". International Journal of Software Engineering and Knowledge Engineering 19, n.º 03 (mayo de 2009): 307–37. http://dx.doi.org/10.1142/s0218194009004180.
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Today, businesses have to respond with flexibility and speed to ever-changing customer demand and market opportunities. Service-Oriented Architecture (SOA) is the best methodology for developing new services and integrating them with adaptability — the ability to respond to changing and new requirements. In this paper, we propose a framework for ensuring data quality between composite services, which solves semantic data transformation problems during service composition and detects data errors during service execution at the same time. We also minimize the human intervention by learning data constraints as a basis of data transformation and error detection. We developed a data quality assurance service based on SOA, which makes it possible to improve the quality of services and to manage data effectively for a variety of SOA-based applications. As an empirical study, we applied the service to detect data errors between CRM and ERP services and showed that the data error rate could be reduced by more than 30%. We also showed automation rate for setting detection rule is over 41% by learning data constraints from multiple registered services in the field of business.
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, Alexsander, Dodo Sutardi, Ida Serehasian, Rahiman Dani, Henny Aprianty, Desita Rahayu y Jatmiko Yogopriyatno. "Linking Service Quality to Inpatients Satisfaction: Using Lisrel for Modeling Public Health Service". KnE Social Sciences 10, n.º 4 (18 de febrero de 2025): 226–44. https://doi.org/10.18502/kss.v10i4.18038.
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Service delivery practices and patient satisfaction are the key issues in government owned hospital health services. This article explores the determinants of health service quality and their influence on inpatient satisfaction. The theoretical framework tested is how service quality factors, namely: tangible, reliable, responsive, assurance, and empathy affect patient satisfaction factors which comprises environment, facilities, doctor and nurse services, and time care. The research design is based on a survey method and inferential statistics. Data were collected from 250 inpatients of Rumah Sakit Harapan and Doa (RSHD) and analyzed using structural modeling with the LISREL application. All the factors (responsiveness, empathy, tangibles, reliability, assurance) are determinants of health service quality, with the highest factor values for responsiveness and empathy (0.96), then tangibles and reliability (0.95), and assurance (0.83). The hypothesis was accepted, inpatient satisfaction is positively and significantly influenced by the quality of health services at RSHD Bengkulu, proven by a value of T = 10.84 (T > 0.196 with α = 0.05 ). The research implicates improving facilities, infrastructure, quality of human resources, and service processes by emphasizing increasing responsiveness and empathy.
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Nur Islam, Dara Balinda Utami, Erry Sunarya y Asep M. Ramdan. "Kekuatan Dimensi Kualitas Pelayanan dalam Menjaga Loyalitas Nasabah pada Jasa Asuransi". Journal of Management and Bussines (JOMB) 4, n.º 1 (23 de marzo de 2022): 50–64. http://dx.doi.org/10.31539/jomb.v4i1.722.
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This study aims to determine the effect of the strength of service quality dimensions on customer loyalty at the Sukabumi Life Vision Agency Insurance Service (PT. Prudential Life Assurance), and to see how much influence the strength of service quality has on customer loyalty either partially or simultaneously. This research method is an associative descriptive method with path analysis as a data analysis technique. The results showed that the quality of service through the dimensions of Tangible, Reliability, Responsiveness, Assurance, and Empathy on customer loyalty had a simultaneous effect on customer loyalty at the Life Vision Agency Sukabumi Insurance Service (PT. Prudential Life Assurance), this was indicated by the total direct and indirect effect. indirect amounted to 6.601293138%. Service quality through the dimensions of Tangible, Reliability, Responsiveness, Assurance, and Empathy has a partial effect on customer loyalty at the Sukabumi Life Vision Agency
Insurance Service (PT. Prudential Life Assurance) namely Tangible by 5.060%, Reliability by 8.684%, Responsiveness by 11.317%, Assurance of 11.927% and Empathy of 8.596% of the five dimensions show that the most dominant influence on Customer Loyalty at Life Vision Agency Sukabumi are Reliability/ Reliability, Responsiveness/ Responsiveness, and Assurance/ Guarantee. In conclusion, the more reliable the Agent and responsive in providing services and security in the transaction and administrative processes, the more Customer Loyalty to Life Vision Agency Sukabumi will increase.
Keywords: Service Quality, Customer Loyalty
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Eve, Arnaud y Joëlle Randriamiarana. "Basel Regulation and Quality Management in the French Banking Sector". Recherches en Sciences de Gestion N° 159, n.º 6 (26 de febrero de 2024): 127–55. http://dx.doi.org/10.3917/resg.159.0127.
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Le management de la qualité est apparu dans le secteur bancaire au début des années 2000 comme un outil stratégique pour faire face à une concurrence accrue dans l'industrie des services financiers. Historiquement, le concept de management de la qualité dans le secteur bancaire a été considéré sous l'angle de la création de valeur pour les actionnaires. Cependant, dans un contexte de forte réglementation et de nécessité de restructurer le rôle des banques dans le financement de l'économie, le concept de management de la qualité a évolué et doit être vu dans une optique qui place le client au centre des préoccupations de la banque. Avec la réglementation de Bâle, le management de la qualité deviendra un élément clé de l'industrie bancaire et devra être renforcé. Notre étude exploratoire a été menée en analysant les rapports annuels et financiers de deux banques françaises de 2007 à 2019 pour appréhender le lien entre réglementation de Bâle et management de la qualité. En nous appuyant sur une analyse thématique des rapports annuels et financiers de deux banques françaises, nous utilisons le cadre de la qualité de service de Parasuraman et al., dans une approche qualitative qui considère cinq dimensions de la qualité de service (éléments tangibles, fiabilité, réactivité, assurance et empathie). Nos résultats montrent qu'à l'exception de la dimension « éléments tangibles », les autres dimensions du modèle de la qualité de service SERVQUAL de Parasuraman et al. sont peu significatives, bien que les banques mettent en place des actions en faveur de la qualité.
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Wang, Zhenning, Zhengzhi (Gordon) GUAN, Fangfang Hou, Boying Li y Wangyue Zhou. "What determines customers’ continuance intention of FinTech? Evidence from YuEbao". Industrial Management & Data Systems 119, n.º 8 (9 de septiembre de 2019): 1625–37. http://dx.doi.org/10.1108/imds-01-2019-0011.
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Purpose The purpose of this paper is to investigate the effects of trust in service and structural assurance on the continuance intention of FinTech services, and the roles of technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing trust in service and structural assurance. YuEbao is selected as the subject as it is a representative example of FinTech services in China. Design/methodology/approach A survey questionnaire was deployed and a ten-point sliding scale with two-decimal points was applied to improve the accuracy of the questionnaire. Partial least squares structural equation modeling was used to analyze the data. Findings Trust in service and structural assurance can encourage continuance intention of FinTech service. System quality, situational normality and subjective norm can boost the development of trust in service. Both herding and subjective norm can affect structural assurance significantly. Research limitations/implications The study highlights the important roles played by technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing the two levels of trust (i.e. trust in service and structural assurance). It also validates the influences of trust in service and structural assurance on encouraging customers’ continuance intention in the novel context of FinTech. Practical implications The findings of this study can be used by practitioners to encourage customers to continue using their FinTech services. To encourage continuance, service providers can improve the quality of their system, design the system to be aligned with customers’ using habits and show customers that their close friends are also using the service. Originality/value This study adds to the existing body of trust literature by investigating the direct effects of trust in service and structure assurance on continuance intention and how these two levels of trust are developed from technical and social aspects. It generates interesting insights into customers’ continuance behavior of FinTech services.
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Goet, Joginder. "Impact of Service Quality on Customer Satisfaction among Nepalese Cellular Mobile Service Providers". Journal of Management 6, n.º 1 (3 de octubre de 2023): 89–101. http://dx.doi.org/10.3126/jom.v6i1.58883.
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The objective of this study was to find out how satisfied customers are with Nepal Telecom and Ncell's mobile phone services. Both the analytical and the descriptive research designs were used in this study. All users of Nepal Telecom and Ncell mobile telephone services make up the study's population and 400 mobile telephone services user was considered as a sample of the study. In this study, correlation analysis was used to find the relationship between service quality factors and customer satisfaction and linear regression analysis was used to evaluate multiple independent variables that affect the dependent variables. The findings of this study depict that moderately positive correlation between tangibles, assurance, reliability, responsiveness, empathy, convenience, complaint handling, network quality, and customer satisfaction with mobile service providers. Similarly, the correlation is significant for tangibles, assurance, reliability, responsiveness, empathy, convenience, complaint handling, and network quality with customer satisfaction. This study also shows there was an insignificant impact of tangibles, reliability, responsiveness, convenience, complaint handling, and network quality of service quality on consumer satisfaction but an insignificant impact of assurance and empathy of service quality on consumer satisfaction among Nepalese cellular mobile service providers.
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Eposi, Elsie Mbua. "Evaluation of Customers’ Expectations and Perceptions of Service Quality Dimensions: A Study of South African Post Office in the North-West Province". International Review of Management and Marketing 13, n.º 6 (10 de noviembre de 2023): 29–42. http://dx.doi.org/10.32479/irmm.14876.
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The study seeks to measure customers' expectations of service quality provided by managers and frontline employees against their perceptions of service quality in Post offices in the North-West Province of South Africa and to determine the gap between customers ‘expectations and their perceptions of service quality using the five service quality dimensions. Data were collected by SERVQUAL questionnaire to examine the areas of tangibility, reliability and responsiveness, assurance, and empathy from 384 post office customers. To select respondents for this study, non-probability sampling techniques were used, mostly convenient approaches. Using factor analysis, five characteristics of service quality were identified: tangibility, reliability and responsiveness, assurance, and empathy. According to the study's findings, A negative gap was observed in consumer expectations and perceptions of the quality of postal services delivered to consumers. This means that the quality of services delivered to postal consumers in the five-post offices was less than what they expected. The highest gap was related to tangibles and assurance. Therefore, it is mandatory for management to focus on tangibles and assurance in order to improve postal services. The study argues that managers should strive to improve the frontline employee’s willingness to help, respond quickly to queries, competence in providing efficient services, making customers feel secure when receiving services, schedule appointments on time, having customers' best interests at heart, and be of good behaviour. These qualities instils confidence in customers. These qualities that need to be renewed are categories under the post office's reliability, tangibility, responsiveness, and assurance characteristics.
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HOOVER, CAROL L., JEFFERY HANSEN, PHILIP KOOPMAN y SANDEEP TAMBOLI. "THE AMARANTH FRAMEWORK: POLICY-BASED QUALITY OF SERVICE MANAGEMENT FOR HIGH-ASSURANCE COMPUTING". International Journal of Reliability, Quality and Safety Engineering 08, n.º 04 (diciembre de 2001): 323–50. http://dx.doi.org/10.1142/s0218539301000554.
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System resource management for high-assurance applications such as the command and control of a battle group is a complex problem. These applications often require guaranteed computing services that must satisfy both hard and soft deadlines. Over time, their resource demands can also vary significantly with bursts of high activity amidst periods of inactivity. A traditional solution has been to dedicate resources to critical application tasks and to share resources among non-critical tasks. With the increasing complexity of high-assurance applications and the need to reduce system costs, dedicating resources is not a satisfactory solution. The Amaranth Project at Carnegie Mellon is researching and developing a framework for allocating shared resources to support multiple quality of service (QoS) dimensions and to provide probabilistic assurances of service. This paper is an overview of the Amaranth framework for policy-based QoS management, the current results from applying the framework, and the future research directions for the Amaranth project.
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Myezwa, H., V. R. P. M'kumbuzi y F. Mhuri. "Quality assurance in a rehabilitation service". South African Journal of Physiotherapy 57, n.º 1 (28 de febrero de 2001): 7–11. http://dx.doi.org/10.4102/sajp.v57i1.488.
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Aim: The aim of this study was to develop, implement and evaluate a Quality Assurance (QA) programme for use by nine rehabilitation departments in the Midlands province of Zimbabwe.Methodology: A participatory methodology was implemented to:1. Define and implement the parameters of quality for a rehabilitation service.2. Design standardised assessment forms for the different conditions managed.3. Develop, pilot and evaluate a QA measuring instrument to use in defining the QA profile of a rehabilitation service, and4. Determine patient satisfaction with the rehabilitation service. Administering a simple questionnaire, whose design was based on the Zimbabwe Patients Charter, accomplished this.Results: The process of developing, implementing and evaluation of the QA programme took six years. One year after implementation of the QA, all (J00%) patients coming into contact with the service had a rehabilitation record. The QA profile for the Midlands province rose from 55% in 1994 to a record high of 92.1% in 1998, and 89.4% in 1999. The patient satisfaction profile for each indicator also demonstrated a linear increase with areas such as satisfaction with service rising from 86% in 1997 to 100% in 2000, and satisfaction with benefit from the service rising from 76.6% in 1997 to 100% in 2000. Other qualitative benefits not depicted by the QA measuring instrument or the patient satisfaction instrument, but which were observed and expressed by rehabilitation staff as measures of success of the QA programme are discussed.Conclusion: This paper concludes that significant improvements in clinical documentation arising from the QA programme, translated to an overall increase in the service providers’ professional skills and knowledge base, and ultimately rehabilitation outcomes. The success of this process is attributed to its participatory and empowering nature.
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Haglund, Lena, Ingalill Rahm Hallberg y Merdita Pettersson. "Psychiatric occupational therapy service – quality assurance". Nordic Journal of Psychiatry 58, n.º 5 (octubre de 2004): 403–7. http://dx.doi.org/10.1080/08039480410005972.
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Ouellet, P. "Quality assurance in the transfusion service". ISBT Science Series 2, n.º 2 (noviembre de 2007): 7–8. http://dx.doi.org/10.1111/j.1751-2824.2007.00101.x.
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Journal, IJSREM. "Comprehensive Insights into Service Quality Dimensions Exploring the Key Factors". INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, n.º 02 (8 de febrero de 2024): 1–13. http://dx.doi.org/10.55041/ijsrem28569.
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This article explores the critical role of service quality in customer satisfaction and loyalty across industries. It provides an overview of key dimensions like reliability, assurance, tangibles, empathy, and responsiveness. Understanding these dimensions is essential for meeting customer expectations. Factors influencing service quality perception, evaluation methods, and tools are discussed. Strategies for enhancing service quality include employee training, technology utilization, personalization, fostering a customer-centric culture, facility investment, and establishing clear service guarantees. Implementing these strategies improves service quality, leading to enhanced customer satisfaction and loyalty. Keywords: Service quality, Key factors, Reliability, Assurance, Tangibles, Empathy, Responsiveness, Customer satisfaction, Loyalty, Improving services.
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Friedman, Carli y Mary C. Rizzolo. "Value-Based Payments: Intellectual and Developmental Disabilities Quality Indicators Associated With Billing Expenditures". Intellectual and Developmental Disabilities 59, n.º 4 (20 de julio de 2021): 295–314. http://dx.doi.org/10.1352/1934-9556-59.4.295.
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Abstract Although managed care is expanding into the intellectual and developmental disabilities (IDD) service system, there is little agreement about measurable and meaningful outcomes for people with IDD, including for use in value-based payments (VBP). In this study, we examined potential VBP metrics for people with IDD—relationships between quality and costs. We analyzed Basic Assurances data and long-term services and supports billing data from 68 human service organizations that supported 6,608 people with IDD. Our final hierarchical regression model predicted 66.40% of the variance of annual long-term services and supports (LTSS) billing per person. Our findings suggest quality assurance indicators can account for a significant portion of cost variance—quality metrics represent a potential for cost savings and efficient service delivery.
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Cut Roza Asminanda. "Factors Associated with BPJS Participant Patient Satisfaction with the Quality of Inpatient Services at Malahayati Hospital in 2023". International Science of Health Journal 2, n.º 2 (3 de mayo de 2024): 19–26. http://dx.doi.org/10.59680/ishel.v2i2.1085.
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This study aims to analyze factors related to BPJS participant patient satisfaction with the quality of inpatient services at Malahayati Hospital Medan in 2023. The results of the study show that the quality of service provided by Malahayati Hospital Medan is considered good by respondents, with tangibles, quality of service. responsiveness, reliability, assurance, and empathy received good to very good ratings. Research also shows that there has been an increase in services provided by Malahayati Hospital Medan in preparation for hospital accreditation. However, it is recommended that Malahayati Hospital Medan continue to improve service quality, especially in the aspects of reliability and tangibles, while maintaining consistent service quality which is already good in the aspects of responsiveness, assurance and empathy. For further research, it is recommended to conduct more in-depth research regarding service quality, responsiveness, assurance, and empathy using the structural equation model test to identify the smallest variables that influence respondent satisfaction.
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Gobel, Nurchamidin, Teti S. Tuloli y Madania Madania. "Studi Penjaminan Mutu (Quality Assurance) Dalam Pelayanan Kefarmasian di Apotek". Journal Syifa Sciences and Clinical Research 4, n.º 2 (15 de abril de 2022): 237–66. http://dx.doi.org/10.37311/jsscr.v4i2.13956.
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Low Quality Assurance in Pharmacy Award Ipilo Gorontalo include pharmaceutical, security, procurement, storage, and distribution or drug delivery, drug management, on a prescription drug services, drug information services, as well as drug development, medicinal materials and traditional medicine. The impact of the implementation of activities in the pharmacy pharmacy services Anugerah Ipilo errors may occur treatment (medication errors) in the service process. Quality Assurance (QA) is one dimension that is used in the measurement of quality of service, where the application of QA in pharmacies Ipilo Award aims to provide quality assurance of pharmaceutical products and the quality of services provided to patients. This research is descriptive, the source of primary data obtained from the questionnaires with QA standard indicator framework on pharmaceutical services in pharmacies Anugerah Ipilo. The assessment results then classified based on criteria appropriate, relatively appropriate and not appropriate. The results showed that the Quality Assurance (Quality Assurance) on the quality of the equipment and the safety assurance of Pharmaceutical Services in Pharmacy Award Ipilo there are seven questions (70%) had a very good criteria, three questions (30%) had a good criterion. Quality Assurance (Quality Assurance) on the Process of Pharmaceutical Services in Pharmacy Award Ipilo there are 4 questions (40%) had a very good criteria, one question (10%) had a pretty good and 5 questions (50%) had less good. Pharmacies merely focused on the administration and management of medication alone is not the overall pharmacy services, in addition because the pharmacy Anugerah Ipilo prefer the function of the economy (business) rather than its social function, which pharmacies are required to gain / profit in business.
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Noraga, Gilang Bhirawa, Dadang Sudirno y Hani Sri Mulyani. "Analisis Kualitas Pelayanan Dengan Menggunakan Metode Servqual (Studi Kasus Internet Service Provider PT Giandra Saka Media)". Entrepreneur: Jurnal Bisnis Manajemen dan Kewirausahaan 5, n.º 2 (10 de julio de 2024): 17–29. https://doi.org/10.31949/entrepreneur.v5i2.7124.
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Customer satisfaction is something that is very important for service companies. This research aims to measure customer satisfaction with the Internet Service Provider PT Giandara Saka Media (Gisaka Media). The method used in this research is the Servqual method and the Cartesian diagram model. In general, the quality of service at the Internet Service Provider PT Giandara Saka Media (Gisaka Media) still does not fully meet customer expectations, because the gap value for each dimension is still negative (-), the largest gap is in the Assurance Dimension and the smallest is in the Empathy dimension. The Assurance dimension must be given special attention in improving services, especially services in terms of guarantees that services will run without significant disruption, guarantees of suitability of services to what is advertised and compliance with contracts with customers and network availability. If ISPs want to develop further and still be able to retain existing customers, then service quality in all dimensions must be immediately improved, especially in the assurance dimension.
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Sugiarto, Sigit y Vivi Octaviana. "Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study". Golden Ratio of Marketing and Applied Psychology of Business 1, n.º 2 (28 de junio de 2021): 93–106. http://dx.doi.org/10.52970/grmapb.v1i2.103.
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This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the future. Service quality is a comparison of customer expectation and the actual delivery of service. Service quality generally refers to a customer's comparison of service expectations related to a company's performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.
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Kurniawan, Irvan Arif. "KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PELAYANAN PERIZINAN TERPADU (BPPT) KOTA BANDUNG". JURNAL ILMIAH ILMU ADMINISTRASI 9, n.º 1 (6 de enero de 2019): 75–92. http://dx.doi.org/10.33592/jiia.v9i1.768.
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The Bandung City Integrated Licensing Service Agency (BPPT) is an institution that provides one-stop licensing services, especially building construction permit (IMB) services in Bandung City. IMB services at BPPT City Bandung are carried out in an integrated manner by involving related agencies. IMB services in the city of Bandung are the services most proposed by the public. Therefore, in its implementation, it is necessary to pay attention to the quality of service. The quality of public services can be seen from the five dimensions of SERVQUAL (Service Quality), namely the tangible dimension, the reliability dimension, the responsiveness dimension, the assurance dimension, and the empathy dimension. The descriptive method was chosen to analyze the quality of IMB services at BPPT Bandung City from the five dimensions of SERVQUAL. The results of this study indicate that the tangible dimensions, dimension reliability, dimensional responsiveness, dimensional assurance, and empathy dimensions have been implemented in IMB services. Of the five dimensions, it is necessary to support adequate information technology so that building services can improve the quality of public services, especially in the dimension of responsiveness.Keyword : Service Quality, Building permit, Tangible, Reliability, Responsiveness, Assurance, and, Empahty.
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Junaidi, Muhamad, Achmad Daengs GS, Rina Dewi, Enny Istanti y Ruchan Sanusi. "THE IMPACT OF SERVICE QUALITY AND TRUST ON CUSTOMER SATISFACTION". Journal of Managerial Sciences and Studies 1, n.º 3 (29 de noviembre de 2023): 1–20. http://dx.doi.org/10.61160/jomss.v1i3.25.
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Nowadays business competition cannot be avoided, whether in the form of products or services, so the business always has its strategy to win. In this condition, service is the most important factor that must be built and provided to customers. Therefore, service must be quality. With quality service, customers will also be satisfied and then they will not leave the company. Quality service is characterized by the number of consumers who are satisfied with the service. PT. TIKI Pakis Surabaya Branch is the object of research because service quality is very important. Theoretically, there are five dimensions of service quality such as tangibles, reliability, responsiveness, assurance, and empathy which can influence customer satisfaction. This research aims to determine the effect of service quality on customer satisfaction. Structural equation modeling (SEM) is used to analyze primary and secondary data. With a probability level of ≥ 0.10, it was found that the assurance dimension can build unidimensionality of service quality, while the tangibles, reliability, responsiveness, and empathy dimensions cannot. Therefore, it can be concluded that quality assurance is the dominant factor that causes customer satisfaction.
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Djatmiko, Tjahjono y Carisshya Habibah Sabrina. "PENGARUH EMPHATY, ASSURANCE DAN RESPONSIVENESS TERHADAP KEPUASAN NASABAH PT. PRUDENTIAL LIFE ASSURANCE BANDUNG". Jurnal Manajemen Indonesia 15, n.º 2 (15 de abril de 2017): 169. http://dx.doi.org/10.25124/jmi.v15i2.712.
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The development of insurance services in Indonesia in until 2015 resulted an increase in the cempetition level. Competition among insurers must be followed by an increase in the level of service. The growth performance of PT. Prudential Life Assurance in the year of 2014 were below the industry level. This study analyzes on of the reasons that customer satisfication come especially from the quality of service. This study tried to determine the service quality variables affecting the customer satisfaction. The Research conducted on customers of PT. Prudential Life Assurance Bandung. The descriptive quantitative research methods was implemented by involving three independent variables such as Emphaty (X1), Responsiveness (X2) and Assurance (X3) and one dependent variable Customer Satisfication (Y). Nonprobability purposive sampling was used in this study. The Ordinal Measurement scale and likert are used as measuring instruments. By using the multiple linear regression analysis, the result showed tha all variables simultaneously affect service quality customer satisfication by 161.187. The result also showed that the coefficient of determination are 55% meaning that 45% were influenced by other factors not discussed in this study. It is suggested for futher research in order to add the factor of Product Quality and Price to obtain in a higher R-square, as well as doing the same research in different business sectors
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Robertson, A. J. y J. Swanson Beck. "Quality assurance in histopathology". Proceedings of the Royal Society of Edinburgh. Section B. Biological Sciences 101 (1993): 263–82. http://dx.doi.org/10.1017/s0269727000005790.
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There is widespread interest in development of approaches to monitoring the quality of the diagnostic service provided by pathology departments. Novel approaches are being developed for analysis of performance, while there is active interest in the selection of diagnostic categories that can be reliably applied in service laboratories. Initial progress has been slow but organisational problems and professional inertia have been largely overcome. The scene is now set for continuing critical appraisal which must lead to improvements in clinical care.
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WANG XIANGUANG, HU DAN, XIE LINGLING y BI XIAOYAN. "Service Quality and Customers Trust Towards Crafting Business Strategy for Courier Service Company". Journal of Business and Management Studies 7, n.º 1 (11 de enero de 2025): 62–80. https://doi.org/10.32996/jbms.2025.7.1.5.
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Particularly as individuals migrate from conventional to online shopping because of the epidemic, courier services are essential for the economy. Establishing long-term bonds and guaranteeing consistent and trustworthy services depend on confidence. Service quality can be hampered, though, by road congestion and unsuccessful deliveries. This study evaluates consumer trust in courier services by means of the SERVQUAL model; therefore, it addresses service quality. More perceived performance suggests more improved service quality. Evaluating service quality enables operators to modify their activities to satisfy consumer expectations and acquire a competitive edge. Courier services may remain competitive and help local communities by concentrating on service quality and understanding consumer demands. The study aimed to assess the impact of service quality in customers’ trust to courier services towards possible business strategies proposal. The study found that service quality predicts customers' trust in courier service providers, with assurance being the best predictor. Tangibility, reliability, responsiveness, assurance, and empathy are essential for trust. The null hypothesis was rejected, indicating a significant impact of service quality on customer trust. A proposed business strategy was developed to enhance or maintain service quality and customer trust.
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Sibai, Mohamad Tarif, Bernardo BayJr y Rhodora dela Rosa. "Service Quality and Student Satisfaction Using ServQual Model: A Study of a Private Medical College in Saudi Arabia". International Education Studies 14, n.º 6 (14 de mayo de 2021): 51. http://dx.doi.org/10.5539/ies.v14n6p51.
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The study assessed the service quality and satisfaction among Pharmacy students at one of the private medical colleges in Saudi Arabia using ServQual model. Specifically, it sought to determine the respondents’ profile in terms of gender, year level, and grade point average; service quality using SERVQUAL Model; over-all students’ satisfaction of students on the provided college services; and which profile and service quality dimensions best predict the over-all satisfaction of the students. Using a descriptive statistics and Multiple Regression Analysis for data analysis, this paper had 189 respondents. Based on the results, majority of the respondents were female from levels 2, 3, and 4 with above average GPA. Responsiveness, empathy and tangibility dimensions of service quality had a negative gap, which means that the expected services did not meet the perceived services on the cited service quality dimensions. Meanwhile, when overall satisfaction was measured, students expressed satisfaction to the college services. Year level was a predictor for all measures of student satisfaction; while GPA was identified as a negative predictor to student satisfaction in terms of faculty. Students’ satisfaction in terms of faculty was best predicted by responsiveness, assurance, tangibility. Meanwhile, assurance was a predictor of students’ satisfaction in terms of curriculum. Responsibility, responsiveness and assurance, on the other hand were predictors of students’ satisfaction in terms of students services and facilities. Finally, the overall student satisfaction was predicted by responsiveness, assurance and tangibility.
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Izogo, Ernest Emeka. "Customer loyalty in telecom service sector: the role of service quality and customer commitment". TQM Journal 29, n.º 1 (9 de enero de 2017): 19–36. http://dx.doi.org/10.1108/tqm-10-2014-0089.
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Purpose The purpose of this paper is to examine how firms can influence customer loyalty through customer commitment by leveraging two constructs of service quality: service assurance and service reliability. Design/methodology/approach The analyses are based on 138 responses retrieved from experienced users of mobile phone services in one of the big cities in the South-eastern part of Nigeria through a survey questionnaire. The validity and reliability of the measurement model as well as the proposed hypotheses were examined through the partial least squares structural equation modelling procedure. Findings Service reliability is a direct predictor of customer loyalty while service assurance is not. Affective commitment has a direct positive effect on customer loyalty and partially mediates the relationship between service reliability and customer loyalty. In contrast, the mediating effects of affective and continuance commitment on the relationship between service assurance and customer loyalty were positive but insignificant. Finally, affective commitment mediates the effect of continuance commitment on customer loyalty. Research limitations/implications The mediating role of the individual components of commitment in the links between the individual dimensions of service quality and customer loyalty is largely untested in the literature. This line of inquiry can form the basis for future research proposals. Additionally, the outcomes that emerged from this research must be interpreted with caution due to the size of the sample on which analyses were based. Future research should employ larger samples. Practical implications Services organisations especially telecommunication firms may benefit from customer loyalty by pursuing a combined strategy of increasing service assurance, service reliability, affective commitment and continuance commitment both independently and in tandem. Originality/value As far as could be established, this paper is the first to explore the mediating effects of affective and continuance commitment on the links between service quality dimensions and customer loyalty.
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Santoso, Fuji. "ANALISIS MEDIASI PRESTASI BELAJAR PADA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MAHASISWA (STUDI PADA MAHASISWA UNIVERSITAS ISLAM MALANG)." Jurnal Ilmu Manajemen (JIMMU) 5, n.º 1 (5 de mayo de 2020): 31. http://dx.doi.org/10.33474/jimmu.v5i1.4126.
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Tujuan penelitian ini untuk Menganalisis Mediasi Prestasi Belajar Pada Pengaruh Kualitas Layanan Terhadap Kepuasan Mahasiswa (Studi Pada Mahasiswa Universitas Islam Malang). Dimana Kualitas Layanan sebagai variabel X terdiri dari enam variabel, yaitu Layanan Fisik (tangible), Kehandalan (reability), Ketanggapan (responsive), Jaminan (assurance), Empati (empathy) dan System Informasi. Populasi dalam penelitian ini adalah seluruh Mahasiswa UNISMA. Maka penelitian ini adalah penelitian Kuantitatif, yang menggunakan metode survai dengan mengambil sampel dari suatu populasi dan menggunakan angket atau kuesioner sebagai alat pengumpul data yang utama, dengan jumalah 175 responden. Teknik analisis data dalam penelitian ini menggunakan Uji instumen, Uji Normalitas, Analisis Data, Uji Hipotesis Uji t dan Sobel. software Program SPSS versi 16 For Windows.Hasil penelitian menunjukkan bahwa Kualitas Layanan Fisik (tangible), Layanan Kehandalan (reability), Layanan Ketanggapan (Responsive), layanan jaminan (assurance) dan Layanan Empati (empathy) tidak berpengaruh dan tidak signifikan terhadap Prestasi Belajar, hanya Layanan Kehandalan (reability) berpengaruh dan signifikan terhadap Prestasi Belajar. Hasil penelitian menunjukkan bahwa layanan fisik (tangible), layanan kehandalan (reability), Layanan Ketanggapan (Responsive), layanan jaminan (assurance) dan Layanan Empati (empathy) tidak berpengaruh dan tidak signifikan terhadap Kepuasan Mahasiswa hanya Layanan informasi system yang berpengaruh dan signifikan terhadap Kepuasan Mahasiswa. Hasil penelitian menunjukkan bahwa Prestasi Belajar berpengaruh dan signifikan terhadap Kepuasan Mahaiswa. Prestasi Belajar Tidak Memediasi Pengaruh Kualitas Layanan layanan fisik (tangible), Layanan Ketanggapan (Responsive), layanan jaminan (assurance), Layanan Empati (empathy) dan informasi syst.em Pada Kepuasan Mahasiswa, Prestasi Belajar Memediasi Pengaruh Kualitas Layanan Kehandalan (reability) Pada Kepuasan Mahasiswa. Kata Kunci: Layanan, Fasilitas, Layanan Fisik, Kehandalan, Ketanggapan, Jaminan, Empati, System Informasi, Prestasi Belajar dan Kepuasan Mahasiswa. The purpose of this study is to Analyze the Mediation of Learning Achievements in the Effect of Service Quality on Student Satisfaction (Study of Malang Islamic University Students). Where Service Quality as variable X consists of six variables, namely physical services, reliability, responsiveness, assurance, empathy and information systems. The population in this study were all UNISMA students. So this research is quantitative research, which uses survey methods by taking samples from a population and using questionnaires or questionnaires as the main data collection tool, with a total of 175 respondents. The data analysis technique in this study used the Instrument Test, Normality Test, Data Analysis, Test of Hypothesis T and Sobel. SPSS version 16 For Windows software program. The results showed that the quality of physical services, service reliability, service responsiveness, assurance services and services Empathy had no effect and were not significant towards Learning Achievement, only the service Reliability influential and significant to Learning Achievement. The results showed that tangible services, reliability services, responsiveness services, assurance services and Empathy services did not influence and were not significant towards Student Satisfaction, only information system services that had an effect on and significantly affected Student Satisfaction. The results of the study showed that Learning Achievement had significant and significant effect on Student Satisfaction. Learning Achievement Does Not Mediate the Effect of Physical Service Quality, Responsiveness, Assurance services, Empathy Service and information system on Student Satisfaction, Learning Achievement Mediates the Effect of Service Quality Reliability on Student Satisfaction. Keywords: Services, Facilities, Physical Services, Reliability, Responsiveness, Assurance, Empathy, Information Systems, Learning Achievement and Student Satisfaction.
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Sangpikul, Aswin. "Understanding Hotel’ S Buffet Restaurant Assurance After Covid-19: A Case of Thailand". International Journal of Professional Business Review 8, n.º 5 (17 de mayo de 2023): e01988. http://dx.doi.org/10.26668/businessreview/2023.v8i4.1988.
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Purpose: The aim of this study is to examine tourist expectations and perceptions of hotel’s buffet restaurant assurance to obtain an overall understanding of restaurant assurance after COVID-19 situation. Theoretical framework: The concept of SERVQUAL, particularly assurance dimension, is employed to examine tourist expectations and perceptions of hotel’s buffet restaurant assurance. The study expects to expand the literature in the area of service quality of restaurant assurance. Design/methodology/approach: The questionnaire survey is employed to collect data from 384 participants through a convenience sampling method. Factor analysis and t-test are used to analyse the data. Findings: The results indicate that there are two factors associated with hotel’s buffet restaurant assurance, and they are identified as: 1) employee courtesy, knowledge, and service confidence and 2) sanitary restaurant environment. Both factors are related to common and new assurance attributes of buffet restaurant services. Practical & Social implications: The stuyd has expanded the knowledge of hotel’s buffet restaurant assurance based on the current situation. Assurance is a key element of several models used to assess restaurant service quality. The current finding helps to update the literature as well as assists restaurant managers to thoroughly understand tourists’ trust and confidence when dining in hotel buffet restaurants. Originality: The value of the study is the identfication of the two factors associated with hotel’s buffet restaurant assurance. This is an initial study to integrate the new normal services into restaurant’s new assurance attributes by examining tourist expectations and perceptions of hotel’s buffet restaurant assurance based on the current situation (after COVID-19).
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Siriprasoet, Jakkapat, Nitipol Phutachote y Pensri Jaroenwanit. "EXPECTATIONS OF SERVICE RECIPIENTS TOWARD THE SERVICE OF UDON THANI HOSPITAL". International Journal of Entrepreneurship and Management Practices 2, n.º 7 (15 de septiembre de 2019): 13–18. http://dx.doi.org/10.35631/ijemp.27002.
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The results showed that most respondents were female. They are between the ages of 41-50 years old and have a bachelor's degree or higher. Have average income between 10,001-20,000 baht engaged in agricultural work and live in the district of Udon Thani. Analyzes of expectations before services and service satisfaction of service recipients toward the service of Udon Thani hospital. (Service Quality) It was found that the service recipients had significantly different expectations and service satisfaction number 3sides. Service Receiver has expectations in most assurance, followed by empathy and tangibles respectively. However, when the service is completed, the service recipients are satisfied with the service side in most assurance followed by empathy and tangibles respectively. To sum up, comparing the actual expectations and satisfaction of the service, it was found that service recipients are more satisfied than expected 1 item: assurance. Finally, empathy and tangible things, service recipients have greater expectations than service satisfaction.
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Prasetya, Syarief Gerald. "PENGARUH PELAYANAN PINJAMAN KREDIT TERHADAP KEPUTUSAN MEMBELI PADA PT. BESS FINANCE CABANG LEUWILIANG BOGOR". Jurnal Ilmiah Binaniaga 9, n.º 1B (21 de junio de 2019): 75. http://dx.doi.org/10.33062/jib.v9i1b.333.
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Quality of care is the central point for service companies because it will mempengruhi customer satisfaction. It is intended that all the goods or services being offered will have a good place in the eyes of society. Customer satisfaction will occur if service quality is good, where good service quality includes five dimensions of service quality, namely: physical evidence (tangible), reliability (realibility), responsiveness (responsiveness), assurance (assurance), several benefits, including relationships between the company and its customers to be harmonious, allowing repurchase and creation of customer loyalty and member recommendation by word of mouth (word of mouth) that benefit the company. Provide the best services, responsiveness dimension includes the willingness of employees to help customers and provide prompt delivery, assurance dimension includes courtesy of employees and their ability to evoke a sense of trust and confidence of consumers, as well as the dimensions of empathy that includes a sense of caring and concern given to the customer. The fifth dimension beyond so-called SERVQUAL (service quality), which is an instrument measuring the quality of service.Keyword:Service quality
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Amaliah, Andi Rizky. "HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN BPJS DI INSTALASI RAWAT JALAN RSUD LABUANG BAJI MAKASSAR TAHUN 2019". Jurnal Delima Harapan 8, n.º 1 (1 de febrero de 2021): 1–11. http://dx.doi.org/10.31935/delima.v8i1.105.
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Patient satisfaction is a function of the patient's assessment of the health services provided by the hospital in the hope that before the patient receives health services from the hospital as a provider, the patient will feel satisfied if the quality of hospital services is higher or at least the same as what the patient expects. This study aims to determine the relationship between physical evidence, reliability, responsiveness, assurance and empathy with BPJS patient satisfaction.
The results showed that the quality of service physical evidence (Tangibles) p (0.76)> 0.05 which means there is no relationship, reliability (reliability) p (0.01) <0.05 which means there is a relationship, responsiveness (responsiveness). ) p (0.03) <0.05, which means there is a relationship, assurance p (0.00) <0.05 which means there is a relationship, empathy (empathy) p (1.00)> 0.05 which means no relationship.
The conclusion in this study is that there is no relationship between physical evidence service quality and empathy with patient satisfaction, and there is a significant relationship between service quality reliability, responsiveness, and assurance with BPJS patient satisfaction. It is suggested to the hospital to further improve service quality, reliability, responsiveness, and assurance in order to increase BPJS patient satisfaction.
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Cai, Meng, Ying Cui, Yang Yu, Ying Xue y Han Luo. "Trusted QoS Assurance Approach for Composite Service". Security and Communication Networks 2021 (17 de mayo de 2021): 1–15. http://dx.doi.org/10.1155/2021/9934138.
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The characteristics of service computing environment, such as service loose coupling, resource heterogeneity, and protocol independence, propose higher demand for the trustworthiness of service computing systems. Trust provisioning for composite services has become a hot research spot worldwide. In this paper, quality of service (QoS) planning techniques are introduced into service composition-oriented QoS provisioning architecture. By QoS planning, the overall QoS requirement of the composite service is decomposed into separate QoS requirement for every constituent atom service, the QoS level of which can subsequently be satisfied through well-designed service entity selection policies. For any single service entity, its QoS level is variable when the deployment environment or the load of service node changes. To mitigate the uncertainty, we put forward QoS preprocessing algorithms to estimate the future QoS levels of service entities with their history execution data. Then, based on the modeling of composite service and QoS planning, we design three algorithms, which include the time preference algorithm, cost/availability (C/A) preference algorithm, and Euclidean distance preference algorithm, to select suitable atomic services meeting the user’s requirements. Finally, by combining genetic algorithm and local-search algorithm, we propose memetic algorithm to meet the QoS requirements of composite service. The effectiveness of the proposed methods by which the QoS requirements can be satisfied up to 90% is verified through experiments.
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Dwijayanti, Kadek Alvina, I. Wayan Angga Wirajaya, Kadek Sukadana y Nyoman Yudiana Kusuma. "Service Quality Factors that Influence Patient Satisfaction at Buleleng Regional Hospital". Jurnal Ilmiah Manajemen Kesatuan 12, n.º 4 (6 de agosto de 2024): 1179–90. http://dx.doi.org/10.37641/jimkes.v12i4.2722.
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The quality of service in the Radiology Department of Buleleng Regional Hospital is determined by several service quality factors: tangible aspects, reliability, responsiveness, assurance, and empathy. This research aimed to observe the service quality factors that affect patient satisfaction and determine which factor is the most dominant and influential in the Radiology Department of Buleleng Regional Hospital. The research uses a quantitative system with a survey approach conducted in April 2024. The study population includes all outpatient patients receiving radiology services at Buleleng Regional Hospital, with a sample size of 30 cooperative outpatients or their families. The collected data were analyzed using SPSS, including validity tests, reliability tests, univariate analysis, and bivariate analysis using Spearman's correlation test. The results show that patient satisfaction in the Radiology Department of Buleleng Regional Hospital is determined by service quality factors: tangible aspects, reliability, responsiveness, assurance, and empathy. The most dominant factor affecting patient satisfaction is assurance, as indicated by a significant value (Sig. (2-tailed)) of 0.000. Since this value is less than 0.05, assurance has the most notable impact among the service quality variables influencing patient satisfaction.
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Djusar, Syahtriatna, Muhamad Sadar y Elvira Asril. "Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method". Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 11, n.º 2 (21 de noviembre de 2020): 278–90. http://dx.doi.org/10.31849/digitalzone.v11i2.5331.
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Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesuai kriteria. Dalam penelitian ini teknik sampling yang digunakan yaitu Nonprobability sampling dengan teknik purposive sampling dengan kriteria yang ditetapkan adalah mahasiswa aktif, pernah menggunakan Smart Unilak dan pernah berhubungan langsung dengan layanan PDPT Unilak. Hasil uji korelasi memperlihatkan hubungan positif serta signifikan dari 5 (lima) variable bebas, yaitu variabel assurance, tangible, reliability, responsiveness, serta empathy dari Kualitas Layanan Sistem Informasi SMART Unilak. Kontribusi variabel tangibles; reliabilitys; responsivenes; assurance, serta empathy untuk menambah Kualitas Layanan pada PDPT Unilak secara berurutan adalah sebesar 17.90%, 4.60%, 30.76%, 45.92%, -11.13%. Sesuai perhitungan skor Service Quality, maka diperoleh kesenjangan atau Gap untuk masing-masing variabel bebas yiatu tangibl; reliability; responsiveness; assurance; dan empathy yang nilainya secara berurut adalah -0.8, -0.55, -0.69, -0.75, -0.59. Hasil penelitian menunjukkan masih kurang baiknya kualitas dari tangible; reliability; responsiveness; assurance; dan empathy, serta tingkat kepuasan pengguna terhadap Kualitas Layanan Sistem Informasi SMART Unilak pada PDPT Unilak masih kurang puas.
Kata kunci: Kualitas Layanan, Smart Unilak, Servqual, Sistem Informasi
Abstract
The success of a service, seen from the point of view / user perception of the Information System. Users use their perceptions, to assess the overall quality of the information system. The purpose of this study was to determine the effect of Service Quality (servqual) dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Empathy, on Service Quality related to Student Satisfaction as Unilak SMART Users in Unilak PDPT services. Of the 981 students of Fasilkom, 64 students filled out the questionnaire according to the criteria. In this study, the sampling technique used was nonprobability sampling with purposive sampling technique with the criteria set were active students, had used Smart Unilak and had direct contact with PDPT Unilak services. The results of the correlation test show a positive and significant relationship from 5 (five) independent variables, namely the assurance, tangible, reliability, responsiveness, and empathy variables of the Unilak SMART Information System Service Quality. Contribution of the tangibles variable; reliabilitys; responsivenes; assurance, and empathy to increase Service Quality at PDPT Unilak were 17.90%, 4.60%, 30.76%, 45.92%, -11.13%, respectively. In accordance with the calculation of the Service Quality score, a gap is obtained for each of the independent variables, namely tangibl; reliability; responsiveness; assurance; and empathy whose values are -0.8, -0.55, -0.69, -0.75, -0.59 respectively. The results showed that the quality of the tangible was not good enough; reliability; responsiveness; assurance; and empathy, and the level of user satisfaction with the Unilak SMART Information System Service Quality at PDPT Unilak is still not satisfied.
Keywords: Service of Quality, Smart Unilak, Servqual, Information Systems.
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Darojat, Hanif Afadil. "Analysis of service quality at Mitra Utama shipping company". Digital Business Tren Bisnis Masa Depan 14, n.º 1 (1 de marzo de 2023): 24–31. http://dx.doi.org/10.59651/digital.v14i1.54.
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This research takes the title "Analysis of Service Quality in Major Partners Expeditionary Service Companies". The purpose of this study was to determine the level of consumer expectations regarding the service quality of the Main Partner Expedition Service Company and the performance of service quality felt by consumers after receiving the services of the Main Partner Expedition Service Company. The population in this study were all consumers of the Main Partner Expedition Service Company. The samples taken in this study are some of the customers who represent all customers of the Main Partner Expedition Service Company. Data analysis in this study used the IPA method. The results of this study are that the majority of respondents rated their expectations or interests regarding the company's service quality in terms of reliability, responsiveness, assurance, empathy, and tangible as satisfactory (mean 2.98, located between 2.50 to 3.24), most respondents assessing the performance of the company's service quality in terms of reliability, responsiveness, assurance, empathy, and tangible is very important (mean 3.32 lies between 3.25 to 4.00) and the majority of respondents assess the performance and expectations of the company's service quality reviewed from the aspects of reliability, responsiveness, assurance, empathy, and tangible, it has satisfied consumers because the conformity value is 111.41> 100%.
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Rosneni Rosneni, Yusuf Sabilu y Nani Yuniar. "The influence of service quality on outpatient satisfaction at the general polyclinic of the regional general hospital Kendari city 2024". World Journal of Advanced Research and Reviews 26, n.º 1 (30 de abril de 2025): 1501–15. https://doi.org/10.30574/wjarr.2025.26.1.1205.
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Introduction: Factors that cause low quality of service in hospitals include: physical evidence, reliability, responsiveness, assurance, empathy, service performance in health services. Research objective: To determine the influence of service quality dimensions from the aspects of physical evidence, reliability, responsiveness, assurance, empathy, and service performance on outpatient satisfaction at the general polyclinic of RSUD Kendari City in 2024. Method: This research is a quantitative study with a cross-sectional study approach. The data collection technique used accidental sampling and was calculated using Slovin's formula. The research sample consisted of 349 respondents. Data collection techniques utilized questionnaires with a Likert scale. Data analysis techniques included univariate, bivariate, and multivariate analyses using SPSS 2024 Version 29.0. The Chi-square test was conducted on service quality variables and satisfaction variables with a confidence level of 95% (α = 0.05). Results: The results of the study obtained that the results of statistical tests with logistic regression obtained that all independent variables including physical evidence, reliability, responsiveness, assurance, empathy, service performance are related to the quality of health services at the General Polyclinic of Kendari City Hospital. Suggestions should be that the management of Kendari City Hospital continues to improve health services periodically in order to create optimal service quality. Conclusion There is an influence of the quality of services on the satisfaction of outpatients at the General Polyclinic of the Regional General Hospital Kendari.
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Wulandari, Mita y Armida S. "HUBUNGAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENERIMA LAYANAN ADMINISTRASI KEPENDUDUKAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN TANAH DATAR". Jurnal Ecogen 2, n.º 3 (17 de octubre de 2019): 327. http://dx.doi.org/10.24036/jmpe.v2i3.7375.
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This study aims to determine the relationship of service quality to the satisfaction of recipients of population administration services at the Population and Civil Registry Office of Tanah Datar District. Measurement of service quality dimensions using five dimensions of service quality consisting of dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy). This type of research is a quantitative study with a correlational method using SPSS version 22. The population of this study is the population receiving population administration services in Dukcapil Tanah Datar District, a population of 82,286 people with a sample of 100 people taken using the Slovin formula using accidental sampling techniques. The research data is primary data, the data collection technique in this study is to use a questionnaire prepared using a Likert scale whose scores are 1-5. To ensure that the instruments used in the study are validity and reliability tests. Data were analyzed by descriptive and inductive analysis using normality test, linearity test, hypothesis testing using multiple correlation test, person correlation test, and the coefficient of determination test with α = 0.05. The results of this study show that the five service quality variables have a positive and significant relationship to the satisfaction of recipients of population administration services, namely the dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). Keyword: kualitas pelayanan, bukti fisik (tangibility), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (emphaty), dan kepuasan masyarakat penerima layanan.
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Nadya, Mabruroh y Naufal. "Improving Student Lifestyles through Health Quality Assurance". Journal of Educational Management Research 3, n.º 1 (18 de junio de 2024): 16–29. http://dx.doi.org/10.61987/jemr.v2i2.169.
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This paper describes the quality assurance of health in improving the healthy lifestyle of students in Islamic boarding schools, highlighting its impact on students' comfort in learning. The research was conducted at the Nurul Jadid Islamic Boarding School. The research employed a qualitative descriptive method with a case study approach. Data collection techniques included interviews, observation, and documentation. Informants comprised health sector consultants, health division coordinators, and students selected through purposive sampling. Data analysis followed the Milles and Huberman framework, involving data presentation, reduction, and conclusion. The results indicate that the quality of health services at Nurul Jadid is well-assured, evidenced by the numerous health service programs provided by the Health Division. This research is expected to offer contributions and benefits, including (1) an assessment of the extent to which Nurul Jadid Islamic Boarding School has improved student health, (2) evaluation materials for the health service coordinator, and (3) considerations on the importance of enhancing health services for students.
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Musfarita Affiani. "Analisis Kualitas Pelayanan Penyelenggara Pelatihan Dasar (LatSar) CPNS di BPSDM Provinsi Jambi Tahun 2019". Jurnal Prajaiswara 1, n.º 2 (8 de enero de 2022): 124–41. http://dx.doi.org/10.55351/prajaiswara.v1i2.12.
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The background of the research is ineffectiveness of a training that resulted in the low satisfaction of the training participants. Service quality including reliability, responsiveness, assurance, empathy and tangibility. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal Finance. The aim of the research is to analyze level of training management servqual. The analysis used is servqual analysis. The analysis of servqual on the management of the training showed that there was a significance gap between the trainee’s expectation with the training managements.
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Erinda Cahya Herani y Ismi Mashabai. "Pengaruh Kualitas Pelayanan Puskesmas Terhadap Kepuasan Pasien BPJS Menggunakan Metode Service Quality". Jurnal Rekayasa Proses dan Industri Terapan 1, n.º 3 (18 de julio de 2023): 01–10. http://dx.doi.org/10.59061/repit.v1i3.308.
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Lopok Health Center is one of the government agency health centers. The problem that occurs at the Lopok Health Center is complaints from patients. This study aims to measure patient satisfaction with service quality, knowing the GAP value. The measurement of the quality of puskesmas services uses the service quality method with five dimensions, tangibles, reliability, responsiveness, assurance and empathy using a Likert scale. The results of service quality calculations obtained GAP values of tangibles dimensions (-0.6075), reliability (0.115), responsiveness (-0.08), assurance (-0.035), and empathy (-0.1825) which showed that the quality of puskesmas services given less in accordance with the expectations of the patient's wishes.