Implementing a Web-Based Queue System to Improve Public Service Quality through Participatory Community Engagement

General Background: The rapid advancement of digital technology has significantly impacted public service delivery, with governments worldwide exploring digital transformation to enhance administrative efficiency and public engagement. Specific Background: In Samarinda City, the implementation of a digitalization trial program in sub-districts has been undertaken to address the existing dissatisfaction among the public with conventional public services. Knowledge Gap: While digitalization is presumed to improve service efficiency and accessibility, empirical evidence on its effectiveness, particularly at the sub-district level, remains sparse. Aims: This study aims to evaluate the policy of the digitalization trial program in Samarinda City's sub-districts, focusing on its capacity to improve service quality and its broader impacts on public administration. Results: The findings reveal significant enhancements in service efficiency and user satisfaction, marked by a decrease in physical visits to sub-district offices as residents increasingly access services online. Novelty: This research contributes to the understanding of digital transformation at a micro-administrative level, a less explored area in digital governance studies. Implications: The successful implementation of the digitalization program in Samarinda City suggests potential scalability to other regions, highlighting the importance of strategic planning and continuous training to realize the benefits of digital governance fully. Highlights: Efficiency Gains: Reduced physical visits signify increased service efficiency. User Satisfaction: Digital services improved accessibility and speed, enhancing satisfaction. Scalability: The program's success highlights its potential for broader application, requiring strategic planning and continuous training. Keywords: E-Government, Digitalization Program Policy, Community Services

Is there a crisis about crisis houses?

This article aimed to describe the levels of user satisfaction in different age groups and to study the association between user satisfaction and different types of dental services in a representative sample of Brazilians. This study is based on the Brazilian Oral Health Survey, which evaluated the dental health of adolescents, adults and older adults in 177 Brazilian cities. The outcome variable was user satisfaction, related to the last dental visit, evaluated in a five-level Likert-type scale. The main exposure variable was the type of dental service (public service, private service, health plan or insurance). The independent variables were DMFT (decay, missing and filled teeth); pain intensity in the past six months; reason for the last dental visit; perceived need for treatment; frequency of use of dental services; sex; equivalent income; and educational level. An ordered logistic regression analysis was performed separately for each age group. Few participants evaluated the services as bad or very bad (4.3% of adolescents, 6.1% of adults and 4.1% of older adults). In the crude model, the use of public services was associated with lower satisfaction than the use of private services and health plans between all groups. However, after adjusting by covariates, this association remained only in adolescents, who showed lower satisfaction with the public service compared to the private service and health plans. In general, Brazilians are satisfied with dental services, but, among adolescents, the use of public services was associated with lower satisfaction. Public services may be focused on issues related to children, adults and older adults, and not to the adolescent audience, which has specific demands.

Levels of service user satisfaction in secure settings – A survey of the association between perceived social climate, perceived therapeutic relationship and satisfaction with forensic services

<p>The purpose of this study is to analyze the influence of service quality and corporate image directly to the satisfaction of postal service users, to analyze the influence of service quality and corporate image directly to the loyalty of postal service users, to analyze the direct effect of satisfaction on postal service user loyalty, and to analyze the quality services and corporate image indirectly through the satisfaction of postal service user loyalty. The research was conducted at Regional Post Office X Sulawesi and Maluku with a population of 5,540 people and a sample of 277 respondents based on quota sampling method 5%. The data of the questionnaire was analyzed using Structural Equation Model using AMOS 18 assistance. The result of the research found that the service quality and the corporate image directly had a positive and significant effect on the satisfaction and loyalty of the postal service users in Regional X Sulawesi and Maluku. Indirectly the image of the company through satisfaction has a positive and insignificant effect on the loyalty of postal service users in Regional X Sulawesi and Maluku, it means that the satisfaction of the postal service users as the intermediate variable cannot be the mediating variable on the influence of corporate image in increasing the loyalty of the postal service users. The overall influence seen from the total effect of the greatest effect is the satisfaction on the loyalty of postal service users, meaning that the higher the customer satisfaction on the service received, the more growing the level of loyalty to use the postal service.</p>

It is beyond controversy that the libraries are for the benefit of the readers. The objective of a library is to producebetter citizens, happier people and finally a better society. Libraries furnish information on all subjects, provide the means of self-education in order to help people to participate intelligently in society and give an opportunity of reading for pleasure as well as educational purposes. In the event we were to look back to hundred years, we would find these ideas quite unknown to that age, but in the modern age, library is an essential part of the educational resources. It has grown with the schools, colleges, and universities and shares with them the onerous responsibility for helping to maintain and to promote heritage, freedom and opportunity. A study of world history and civilization has evidence to prove that libraries in some form or other existed in all ages as a part of social fabric. Libraries can be classified into live groups. Firstly, there are national libraries, the main purpose of which is to collect and preserve books and other printed matter. Secondly, there are special libraries which deal with specific subjects for the benefit of special readers. Libraries of industries, firms, Government research organization and professional bodies come under this segment. Thirdly, there are public libraries which aim at providing reading materials for the community. Fourthly, there are private libraries which are owned and looked after by intellectuals. Finally, there are academic libraries for universities. Academic libraries are for research and educational needs of the students. Books and printed matters have a great place in life. They are our reliable and abiding companions in the pilgrimage of life. They give us both light and delight. The purpose of this paper is to investigate to explore the literature of service quality and user satisfaction of the academic libraries. It reviewed the knowledge contributions of previous studies in the area of Service quality and user satisfaction. The endeavour was to examine the extent of the knowledge contribution on this study.

The issuance of sailing permits at the Belawan Harbormaster and Main Port Authority Office (KSOP) still faces various obstacles, particularly related to the accumulation of application files, irregular queues, and long document processing times. These problems impact service efficiency and user satisfaction. This study aims to design and implement a web-based information system that applies the First In First Out (FIFO) method to improve the effectiveness of the sailing permit issuance process. The study uses a Waterfall approach, which includes the stages of needs analysis, system design, implementation, and functional testing using Blackbox Testing. The results show that the application of the FIFO method to the web-based system is able to organize the service flow more fairly based on the chronological order of submissions, thereby reducing the risk of service discrimination and minimizing input errors that previously often occurred in manual processes. The system is also able to accelerate the process of verification, data validation, and printing of permits, resulting in more efficient service times. In addition, transparency of the service process is increased through real-time monitoring of application status. Overall, the information system developed has been proven to improve service quality and public trust in the performance of KSOP Belawan

Purpose - The purpose of this paper is to analyze the determination of service innovation, attitudes and user satisfaction on the intention to use Sharia FinTech repeatedly.
 Research Method – Using a survey approach to users and prospective users of Sharia FinTech services in the research area, the research sample was 195 respondents and then analyzed by path analysis using the Smart PLS analysis tool.
 Findings - The authors find evidence that service innovation has an impact on perceived usefulness and perceived ease of use. Perceived ease of use, perceived usefulness both affect the attitude of service users. Attitude will have an impact on user satisfaction, from there users of sharia FinTech services will repeat their use because they feel satisfied.
 Implication – The increase in service user needs to be considered by developers of sharia FinTech systems, what must be done is to innovate sharia FinTech services in terms of increasing the ease of fullness and fullness of use so that they are developed according to the wishes or needs of the service.

Crowdsourcing is a concept where complex tasks or problems can be solved through collaboration with a group of people online. In the context of the online motorcycle taxi business, crowdsourcing has proven to be a very effective tool for managing human resources. This is due to several factors, including the wide operational scale, speed of service, and the complexity of user requests. This study aimed to explore the effectiveness of the crowdsourcing concept in human resource management in the online motorcycle taxi business on the satisfaction of partners and service users. The application of crowdsourcing in HR management in the online motorcycle taxi business has proven effective in dealing with the challenges faced by this industry. Labor flexibility, cost efficiency, and access to diverse talent are some of the main benefits of crowdsourcing. However, companies must still pay attention to important management aspects such as service quality and good working relations to ensure the success and long-term effectiveness of this crowdsourcing strategy.

This study aims to analyze the effectiveness of the public services of the Sorong City Education Office for the community by examining the relationships among service effectiveness, community satisfaction, service accountability, and apparatus responsiveness. The research uses a mixed-methods approach: a quantitative component involving distributing questionnaires to 30 respondents, analyzed using descriptive statistics and correlation, and a qualitative component involving in-depth interviews with five main sources, analyzed using triangulation and thematic analysis. The results of the study show that the effectiveness of public services is in the good category, with a significant relationship between service effectiveness and community satisfaction, service accountability, and responsiveness of the apparatus. Apparatus responsiveness has the strongest relationship with service effectiveness, showing the importance of officer responsiveness in improving the quality of education services. The interview findings also show that education services have improved, though further progress is needed in service speed and information transparency. The study's findings confirm the relevance of public administration theory and service quality in explaining the performance of regional education services. The research is limited in the small number of respondents and its focus on a single agency. Therefore, further research is recommended to increase the sample size, involve several public service agencies, and use a more comprehensive analytical model.

The scope of protocol assignments is reflected in several types of activities such as preparation for the implementation of events, reception/audience, travel leaders in and outside the country/region, arranging meetings/hearings, and conducting ceremonies. The role and function of the protocol also determines the success of an institutional activity even more so that it is attached to the leader because it will create a social order that brings one another closer, creates a ceremony that is wisdom and order, also creates order in carrying out activities. So that we need the best performance and service in order to create satisfaction for protocol service users, one of which is to pay attention to the quality of service through excellent service indicators. This study aims to analyze the effect of service quality consisting of variables reliability, responsiveness, assurance, empathy and tangibles both partially and simultaneously on satisfaction of protocol service users in the Banjarbaru City Government and to find out which variables are the most dominant influence on satisfaction of the service. The method used in this study is a quantitative method, with a population of 54, a sample of 54 people and data analysis techniques with research instruments validity test, reliability test, classical assumption and using multiple linear regression. The results of this study indicate that the variables reliability, responsiveness, assurance, empathy and tangibles partially have a significant effect on satisfaction of protocol service users in the Banjarbaru City Government, all these independent variables have a significant influence on the dependent variables simultaneously and variables that dominant influence on satisfaction of protocol service users in the Banjarbaru City Government is responsiveness, adjusted determination (R2) is 0.511 or 51.1%, this shows the amount of contribution given by all independent variables to the dependent variable. Some suggestions from this study include improvements to the services provided by the variables of reliability, responsiveness, assurance, empathy and tangibles, and suggestions for future research. It is expected that adding other variables can be known which variables have a significant effect on the satisfaction of protocol service users. Article visualizations:

Background: International literature confirms the benefits of consulting with local communities and service users in the design of and planning of services. Whilst there is a substantial literature promoting the benefits of this model there is little detail of how community members and service users can be incorporated into the design, implementation, and evaluation of training models and curriculum design for new and emerging health and social care professionals. To identify existing models and examples of how service users are currently incorporated into the training and curriculum design for integrated care, this workshop will bring together representatives from universities and education providers from around the world to share ideas and recommendations as well as identify barriers and solutions to implementing this key strategy. Barriers such as rigid curriculums, changing workforce cultures, and designing curricula with input from service users and communities will be explored. Consumers and carers will be included to join and be actively involved in the workshop. Aims and Objectives: 1)To identify existing programs and curricula and key experts that already embed community and service user principles and practices into their curriculum. 2)To develop a list of key examples of ways to implement community and service user input into training and curriculum for health and social care professionals. 3)To determine a set of minimal criteria for incorporating service user input into these settings. 4)To explore how patients, families and carers can be involved in the design, delivery and evaluation of training and curricula. 5)To explore the challenges to implementing community and service user input and to develop strategies to overcome these challenges. Format: This 90-minute workshop will feature a blend of presentations, facilitated group and pair discussions, and the development of a list of action items including the establishment of a group of leaders interested in progressing this topic further. Facilitator – Frances Barraclough & Viktoria Stein Presentation (Frances & Viktoria) 10mins Introduction/Overview/Existing literature Introductions of group members Facilitated Group discussion 20mins. Brainstorm existing programs Brainstorm minimal criteria and principles Pair or small group discussion 1 - 15mins Discuss how community members and service users can be involved in the design, implementation and evaluation of integrated care training and curriculum. Pair or small group discussion 2 - 15mins Discuss the challenges to implement the voice of community members and service users in educational settings and solutions to overcome these challenges. Pair or small group feedback and mapping priorities 30mins Target audience: Universities and education providers involved in the preparation and training of health and social care professionals. Learnings/Take away: To identify a range of options and key criteria of how to incorporate community members and service users into the training of the health and social care workforce. To establish an Australasian SIG for education providers involved in training and education in integrated care to discuss a range of topics and shared learning. This is an example of one core topic.

This study was motivated by various issues faced by the managers of special terminals and TUKS regarding the low user satisfaction with the Sehati 2.0 application. Several problems identified include system unreliability, slow response, as well as a lack of security and user trust in the application. Additionally, a lack of understanding of the users' needs has also been a factor hindering the optimal use of this application. Therefore, this study aims to analyze the impact of service quality on user satisfaction through information technology in the Sehati 2.0 application used in special terminals and TUKS. The research was conducted using a quantitative approach with a sample of 311 managers of special terminals and TUKS. Five constructs were examined: Reliability, Responsiveness, Credibility, Security, and Understanding the Community, and their effects on Information Technology and User Satisfaction. The study employed 11 hypotheses to test the relationships among these variables. The research instrument was a questionnaire with a Likert scale of 1-5, distributed between June 2023 and November 202. Data was processed using SEM AMOS version 23. The model testing results show that reliability, responsiveness, credibility, security, and understanding the community each have a significant impact on user satisfaction with the Sehati 2.0 application. Additionally, these five variables also have a significant influence on information technology within the Sehati 2.0 system, which ultimately has a significant impact on user satisfaction. Regression analysis indicates that the dominant variable most affecting information technology is Reliability, contributing the most to the model. Furthermore, information technology serves as a strong mediating variable in the relationship between service quality and user satisfaction. The determination value (R²) of this model is 78%, indicating that 78% of the variation in user satisfaction can be explained by the independent variables examined in this study.

The influence of outsourcing management, especially cleaning services, on service user satisfaction at PT.Sindo Asia Capital Group is the subject of this study. With the hope of improving operational efficiency and service quality, outsourcing workers are increasingly being used by companies that provide cleaning services. This study was conducted using a qualitative approach. The study shows that outsourcing cleaning service management has a significant influence on the level of satisfaction of service users. Several important components, such as service quality, reliability, and responsiveness of outsourcing service providers, affect customer satisfaction. This study found that office service customer satisfaction can be increased by implementing effective outsourcing management. Recommendations are given to improve customer satisfaction by improving elements that are still less than optimal from outsourcing services.

This study aims to find out how the influence of information quality, system quality, service quality, and security, on user satisfaction in the OVO application in Denpasar. This study uses a quantitative approach, data processing methods using SEM-PLS. used is SmartPLS 3.0. The population of this study are users of the OVO digital payment system in Denpasar. The sample was determined based on cluster sampling technique and random sampling, with a sample of 96 respondents. The results of this study prove that of the 10 hypotheses made there are 7 hypotheses that are accepted, namely the relationship between system quality and use, the relationship between system quality and user satisfaction, information quality and user satisfaction, service quality and use, service quality and user satisfaction, the relationship between use and net benefit and user satisfaction relationship to net benefit, and 3 hypotheses with results rejected namely information quality to use, security relationship to use and security relationship to user satisfaction.