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All Journal TECHNO-SOCIO EKONOMIKA Randwick International of Social Science Journal Jurnal Syntax Transformation jurnal syntax admiration Jurnal Pengabdian kepada Masyarakat Jurnal Abdimas Sang Buana Jurnal Ekonomi AKADEMIK: Jurnal Mahasiswa Humanis International Business and Accounting Research Journal Advance Sustainable Science, Engineering and Technology (ASSET)
Didin Saepudin
Universitas Sangga Buana
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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The Impact of Bank Service Quality on Satisfaction that Impacts Word of Mouth Promotion Zaenal Aripin; Vip Paramarta; Kosasih; Didin Saepudin; Farida Yuliaty; Fitriana
Jurnal Syntax Admiration Vol. 4 No. 8 (2023): Jurnal Syntax Admiration
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jsa.v4i8.690

Abstract

Beckground: In the banking industry, service quality is an important factor in maintaining and increasing customer satisfaction. One indicator of the success of service quality is word of mouth by satisfied customers. However, there is still little in-depth research on the impact of bank service quality on customer satisfaction that impacts word of mouth. Aims: This study aims to analyze the impact of bank service quality on customer satisfaction and identify how customer satisfaction contributes to word of mouth in the context of the banking industry. Research Methods: This study used a qualitative approach with in-depth interviews as the data collection technique. The respondents were bank customers who have used the bank's services in the recent period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses. Results and Conclussion: This study used a qualitative approach with in-depth interviews as a data collection technique. The respondents were bank customers who have used the bank's services in the last period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses. Contribution: This study uses a qualitative approach with in-depth interviews as a data collection technique. The respondents of this study are bank customers who have used bank services in the last period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses.
A CIA-based Sustainable Security Risk Mitigation Model for E-Certificate Systems Teguh Nurhadi Suharsono; John Choi; Raden Ricky Agusiady; Didin Saepudin; Sukadwilinda; Heri Purwanto; Peti Savitri; Ketut Abimanyu Munastha
Advance Sustainable Science Engineering and Technology Vol. 8 No. 3 (2026): May - July
Publisher : Science and Technology Research Centre Universitas PGRI Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26877/asset.v8i3.2912

Abstract

E-certificates are increasingly adopted across sectors, yet existing studies have not developed an integrated risk mitigation model that combines CIA-based sustainable security with operational and stakeholder perspectives. Current frameworks primarily address isolated technical risks or focus on general PKI security, leaving a gap in holistic modeling tailored to end-to-end e-certificate implementation. This study addresses this gap by proposing a Sustainable Security Risk Mitigation Model for e-certificate systems, guided by the CIA triad—Confidentiality, Integrity, and Availability. A mixed-methods approach was employed, including literature analysis, a Focus Group Discussion (FGD) with industry, government, and academic stakeholders, and expert evaluation using CIA-based scoring on a Likert scale. The empirical data include qualitative perspectives gathered from the FGD and quantitative assessments from expert validation. The proposed model operates in a continuous cycle consisting of risk assessment, mitigation planning, deployment and monitoring, and iterative improvement, ensuring that security controls adapt to emerging threats. Results show that the model achieves an average security validation score (asv) of 4.67, outperforming other existing risk mitigation models in CIA-based evaluation. The findings indicate that institutions can use the model as a practical framework to strengthen e-certificate governance, improve resilience against cyber threats, and support sustainable information security management.
Evaluasi Waktu Tunggu Pelayanan Obat dengan Menggunakan Sistem Lean Managemen di Instalasi Farmasi Rawat Jalan RS Prima Pekanbaru Wika Juwita; Didin Saepudin; Rukhiyat Syahidin
AKADEMIK: Jurnal Mahasiswa Humanis Vol. 6 No. 1 (2026): AKADEMIK: Jurnal Mahasiswa Humanis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmh.v6i1.1816

Abstract

Long waiting times for outpatient pharmacy services remain a major challenge in hospital service quality and patient satisfaction. At the Outpatient Pharmacy Installation of RS Prima Pekanbaru, increasing prescription volumes have not been matched by service capacity, leading to delays that exceed national standards. This study aims to evaluate outpatient pharmacy waiting times using Lean Management principles and queueing theory to identify sources of inefficiency and propose improvement strategies. A qualitative research design supported by quantitative queue analysis was applied. Data were collected through observations, document review, and in-depth interviews with 11 informants, including pharmacists, pharmacy supervisors, hospital management, prescription verifiers, and patients. The results showed an average prescription arrival rate of 1.717 prescriptions per hour, while the service rate was only 0.912 prescriptions per hour, indicating an unstable queue system. The average processing time for one prescription reached 1.09 hours, exceeding the 60-minute standard for compounded medications. Major inefficiencies were identified in the form of overproduction, particularly at the packaging stage, overprocessing due to repeated data entry caused by incomplete implementation of electronic prescriptions, and defects related to administrative and service flow errors. These findings indicate that optimizing workflow, strengthening human resources, and fully integrating digital systems are essential to reducing waiting times and improving pharmacy service performance.
Co-Authors Adhi Al Hadi Haqq Ae Suaesih Afina Aprilia Riyajana Ahmad Zulfahmi Ubaidillah Andika Satria Persada Anita Syafariah Aryanti Ratnawati Bambang Rustandi Bambang Susanto Deden Rizal R Erna Garnia Eva Rachmawati Farida Yuliati Farida Yuliaty Firman Perkasa Yudha Fitria Lilyana Fitriana Fitriana Henda Hendawati Hendajany, Nenny Heri Purwanto Ine Aprianti Johan Erwin Panjaitan John Choi Ketut Abimanyu Munastha Kosasih Peti Savitri, Peti Rachmat Agus Santoso Raden Ricky Agusiady Ricky Agusiady Rukhiyat Syahidin Rusmin Nuryadin Setiawan, Audita Sri Rochani Mulyani Sri Wahyuni Suharsono, Teguh Nurhadi Sukadwilinda Sukardi, Hadi Ahmad Sumeidi Kadarisman Taufik Zulfikar Taufik Zulfikar Taufik Zulfikar Taufik Zulfikar Tiktik Sartika Vip Paramarta Vip Paramarta Wika Juwita Wiwin Sukiati Wuri Handayani Yudi Siswadi Yuli Nawangsasi Zaenal Aripin