Service Performance Evaluation in Large Railway Station in Indonesia

People need transportation for social and economic daily activities. Since road network usually experience traffic congestion, railroad is one of good alternatives. People will choose train as a public transportation if there is a good service performance. In accordance with domestic and International social and economic activities in Indonesia, national and International service standard is important. The aim of this study is to evaluate the service performance of large railway station in a large city in developing country. Bandung large railway station is carried out as a case study. Indonesian transportation minister regulation No. 48 year 2015 regarding people transport by train and Department for Transport Scotland, 2015 regarding design standards for accessible railway stations used as the standards. Results indicated that waiting room, boarding room, and prayer room fulfill the standards while restroom, lighting, and air-conditioner are unfulfilled. Furthermore, improvement, routine inspection, and maintenance have to be implemented consistently

Model-driven performance evaluation for service engineering

Service engineering and service-oriented architecture as an integration and platform technology is a recent approach to software systems integration. Software quality aspects such as performance are of central importance for the integration of heterogeneous, distributed service-based systems. Empirical performance evaluation is a process of measuring and calculating performance metrics of the implemented software. We present an approach for the empirical, model-based performance evaluation of services and service compositions in the context of model-driven service engineering. Temporal databases theory is utilised for the empirical performance evaluation of model-driven developed service systems

On consistency maintenance in service discovery

Communication and node failures degrade the ability of a service discovery protocol to ensure Users receive the correct service information when the service changes. We propose that service discovery protocols employ a set of recovery techniques to recover from failures and regain consistency. We use simulations to show that the type of recovery technique a protocol uses significantly impacts the performance. We benchmark the performance of our own service discovery protocol, FRODO against the performance of first generation service discovery protocols, Jini and UPnP during increasing communication and node failures. The results show that FRODO has the best overall consistency maintenance performance

Pengaruh Service Performance Terhadap Nilai Sekolah Kepuasan Dan Loyalitas Pelajar Pada Smk Pariwisata Triatma Jaya Tabanan

Tujuan penelitian ini adalah untuk menguji dan menganalisis pengaruh service performance terhadap nilaisekolah, kepuasan dan loyalitas pelajar. Permasalahan penelitian ini adalah “Apakah service performanceberpengaruh terhadap nilai sekolah, kepuasan dan loyalitas pelajar?”. Data dikumpulkan dengan caramenyebarkan kuesioner kepada 89 siswa pada kelas X, XI, XII di SMK Pariwisata Triatma Jaya Tabanan.Hasil penelitian membuktikan bahwa service performance berpengaruh terhadap nilai sekolah dankepuasan pelajar. Akan tetapi nilai sekolah tidak mampu meningkatkan kepuasan pelajar. Namun nilaisekolah berpengaruh terhadap loyalitas pelajar. Sementara itu kepuasan pelajar tidak mampumempengaruhi loyalitas pelajar. Hasil penelitian di atas menunjukkan bahwa hubungan yang erat antaraservice performance, nilai, kepuasan dan loyalitas. Dimana service performance memengaruhi kepuasanpelajar yang kemudian kepuasan pelajar tersebut akan berlanjut kepada loyalitas pelajar. Denganmemberikan value yang baik kepada pelajar, maka akan berdampak positif terhadap loyalitas pelajar.Apabila faktor-faktor tersebut dapat bersinergis dengan baik, maka SMK Pariwisata Triatma JayaTabanan akan mampu mempertahankan eksistensinya

DiPerF: an automated DIstributed PERformance testing Framework

We present DiPerF, a distributed performance testing framework, aimed at simplifying and automating service performance evaluation. DiPerF coordinates a pool of machines that test a target service, collects and aggregates performance metrics, and generates performance statistics. The aggregate data collected provide information on service throughput, on service "fairness" when serving multiple clients concurrently, and on the impact of network latency on service performance. Furthermore, using this data, it is possible to build predictive models that estimate a service performance given the service load. We have tested DiPerF on 100+ machines on two testbeds, Grid3 and PlanetLab, and explored the performance of job submission services (pre WS GRAM and WS GRAM) included with Globus Toolkit 3.2.Comment: 8 pages, 8 figures, will appear in IEEE/ACM Grid2004, November 200

Performance measurement in the service business: the facilities management function

The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM is becomes more widely recognised as a component in the business value chain and corporate strategic objectives, the adoption of performance indicators that relate directly to the core business driver is key to success. This paper examines the state of knowledge of performance measurement in a facilities management context, expounds and reveals the role that performance measurement plays in the overall efficiency of the FM service function in relation to service business operation. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process of service organisation

Pengaruh Service Performance Terhadap Repeat Purchasing Melalui Perceived Value Dan Customer Satisfaction Sebagai Variabel Intervening Di Esther House of Beauty Surabaya

: The trend of industy clinic beauty is growing rapidly in many parts of the world, especially in Indonesia. Motives women to use the clinic beauty is desire actual ourselves and to satisfy internal needs .Clinic beauty Esther House of beauty is clinic beauty that having a interaction quality which is a service performance relating to attitude , behaviour , expertise .The problem is to know how to measure a customer satisfaction that will lead to a repeat purchasing .Companies should make a best service performance so the consumer will caught a good of perceived value that will cause a customer satisfaction .This research use questionnaire which spread to one hundred respondents with Partial Least Square (PLS) analysis. The results of this research indicate the significant impact of perceived service performance to repeat purchasing in Esther House of Beauty Surabay

Quality-aware model-driven service engineering

Service engineering and service-oriented architecture as an integration and platform technology is a recent approach to software systems integration. Quality aspects ranging from interoperability to maintainability to performance are of central importance for the integration of heterogeneous, distributed service-based systems. Architecture models can substantially influence quality attributes of the implemented software systems. Besides the benefits of explicit architectures on maintainability and reuse, architectural constraints such as styles, reference architectures and architectural patterns can influence observable software properties such as performance. Empirical performance evaluation is a process of measuring and evaluating the performance of implemented software. We present an approach for addressing the quality of services and service-based systems at the model-level in the context of model-driven service engineering. The focus on architecture-level models is a consequence of the black-box character of services

Integrating Kano’s Model and SERVQUAL to Improve Healthcare Service Quality

The purpose of this research is focus on customer relationship management (CRM) strategies and relationship between service attributes and customer satisfaction through Kano’s model especially on healthcare service at the private hospital. The paper specifically investigates the applicability of the model and the key factors in the hospital service business. The hospital service quality much depends on the performance of the attributes that define a service. The aim of this paper is first to investigate the attribute of service quality using Servqual perspective, thus the management is able to adjust the relationship between performance of service attributes and customer satisfaction, and second, through a case study in the private hospital to prove that the importance of a service attribute is a function of the performance of that attribute. An empirical study using questionnaires with a focus on service enquiring about the performance of service key attributes and overall customer satisfaction was conducted using Servqual perspective including 5 parameters i.e. Tangibles, Reliability, Responsiveness, Assurance, Empathy. The data were fed into the Kano customer satisfaction model which used Five-level Kano questionnaire for analysis and comparison between one attribute to the others. This research found that there are three of the total 26 service quality attributes have been categorized as “attractive”. Four service quality attributes have been categorized as “must be”, and sixteen of them as “one-dimensional”. However, there is no service quality attribute can be categorized as “reverse” and “questionable”. It can be predicted that offering customers “must be” or expected quality attributes will not be enough for customer satisfaction in few next days cause of the contemporary world and the environment changing. Hence, companies should focus on “attractive” quality attributes instead of “must be” or “one-dimensional” attributes in order to satisfy customers and to achieve competitive advantage. The research limitations is the Kano model of customer satisfaction needs to be extended to other customer behavior variables and also management strategic response to increase customer loyalty; which not include in this paper. The implication is the methodology employed here can be easily applied by hospital management to evaluate customer behaviors and service quality performance