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All Journal Ilmu Administrasi Publik IJouGS: Indonesian Journal of Gender Studies Jurnal Pengabdian Masyarakat (ABDIRA) Jurnal Abdi Masyarakat Indonesia Journal of Administrative and Sosial Science (JASS) Journal Education and Government Wiyata Kybernology : Jurnal Ilmu Pemerintahan Dan Administrasi Publik AT-TAKLIM: Jurnal Pendidikan Multidisiplin Ar-Rasyid: Jurnal Publikasi Penelitian Ilmiah Miracle Get Journal
Kolianan, Jim Briand
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Religion Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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KUALITAS PELAYANAN PENUMPANG PT. ASDP INDONESIA FERRY (PERSERO) CABANG KUPANG Thomy Brandon Herson Welkis; Nursalam; Jim Briand Kolianan
Ar-Rasyid: Jurnal Publikasi Penelitian Ilmiah Vol. 1 No. 6 (2025): Ar-Rasyid: Jurnal Publikasi Penelitian Ilmiah (Bulan Desember 2025)
Publisher : PT. Saha Kreasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64788/ar-rasyid.v1i6.198

Abstract

This study aims to analyze and evaluate the quality of service delivery provided by PT. ASDP Indonesia Ferry (Persero) Kupang Branch at the Bolok Ferry Terminal, focusing on the five SERVQUAL dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The findings indicate that the overall service quality has not yet reached an optimal level. The Tangible dimension reveals limitations in waiting-room facilities, particularly the insufficient availability of seating and ventilation equipment such as fans. The Reliability dimension is affected by inconsistencies in departure schedules, with frequent delays ranging from one to four hours. Meanwhile, although the Assurance dimension in terms of passenger safety is generally adequate, the practice of overcapacity loading on vessels poses potential risks to passenger comfort and safety. This study recommends improvements in time management, vessel capacity control, and physical facilities at the terminal in order to enhance overall service quality. The research employs a qualitative approach, with data collected through interviews, observations, and documentation.
PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN KESEHATAN (Studi Kasus Di Ruangan Kelimutu Kelas Iii Rumah Sakit Umum Daerah Prof. Dr. W. Z. Johannes Kupang) Kaballu, Indah Dewi Yanti Lali; wadu, Jacob; Kolianan, Jim Briand; Pandi, David
Kybernology Jurnal Ilmu Pemerintahan dan Administrasi Publik Vol. 3 No. 2 (2025): Desember 2025
Publisher : Yayasan Panca Bakti Wiyata Pangandaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71128/kybernology.v3i2.365

Abstract

Health is a fundamental human right that must be fulfilled by the state through the provision of quality health services. Prof. Dr. W. Z. Johannes Regional General Hospital in Kupang, as the main referral hospital in East Nusa Tenggara, has an important responsibility in delivering high-quality health services to the community. This study aims to analyze public perceptions of the quality of health services in the Kelimutu Ward Class III, using a descriptive qualitative approach. Data were obtained through observation, interviews, and documentation involving patients, patients’ families, and healthcare workers. The results indicate that public perceptions of services in this ward vary. Although most respondents consider the medical services to be fairly good, there are complaints regarding inadequate physical facilities, such as overcrowded and hot rooms, as well as delays in medication services. Based on the SERVQUAL theory proposed by Zeithaml, Parasuraman, and Berry, the most evident weaknesses are found in the dimensions of tangibles and responsiveness. These findings emphasize the importance of improving physical facilities and service responsiveness as efforts to enhance patient satisfaction and the hospital’s public image.
Co-Authors Adam, Cataryn Vlantyna Alfred Omri Ena Mau Ansiana Gele Wae Belandina L Long Bire Manoe, Lenny Sofia Christy Gery Buyang David B.W. Pandie Fallo, Adriana Rodina Gero, Helga Maria Evarista Hyasintus Alexandro Da Silva I Putu Yoga Bumi Pradana Ibiruni, William Juannita Paulo Cicilia Da Cruz Kaballu, Indah Dewi Yanti Lali Larensius P. Sayrani Laurensius P. Sayrani Lenny Tamunu Liliweri, Aloysius Made Dewi Sariyani Mariayani Oktafiana Rene Meka, Christine Erika neolaka, grace Nursalam Olviana, Tomycho Pandi, David Selly, Astrid Nikita Tedju Hinga, Indriati Andolita Thomy Brandon Herson Welkis Wadu, Jacob Yuliana Devita Jemia