The purpose of this study is to investigate customer satisfaction with quality of service known as SERVQUAL improvement or service quality competitiveness in emerging markets. Using Indonesian government medical care as an example the author examines the satisfaction of patients. Information and data were collected through a survey of 399 BPJS users in Indonesia. All data were analyzed using Smart PLS. This study demonstrates that there is a negative value associated with the five-dimensional gap. As a result, the care provided to BPJS patients is below par. Specifically, the sensitivity dimension has the largest disparity at 0.15, while the physical evidence dimension has the smallest at 0.49. In order to raise the level of service provided, it may be necessary to take direct measures or examine tangible evidence. This study develops the relationship between different quality service models. There appears to be a substantial increase in the body of literature in the area of service quality, allowing for constant updates and the incorporation of the lessons learned from the experiences of the departed. These revised guidelines are intended to aid SERVQUAL study participants. The study gives practical support to academics and practitioners in directing service quality improvement through the use of data collected from large-scale surveys of patients and medical professionals as doctors in Indonesia.

Public recreation hubs play an important role in enhancing physical activities, social contacts, and the health status of a community. The quality of the experience in such a setting influences user satisfaction and dedication; however, there are limited studies that can adapt well-advanced conceptual frameworks to capture unique characteristics of the public recreation feature. This study investigates user expectations and perceptions of service quality within public recreation hubs in Gauteng Province, South Africa. Data collection was obtained through a cross-section of 385 respondents using a SERVQUAL instrument from 22 recreational hubs. Various statistical analyses were performed, of which the EFA produced a nine-factor solution and not the customary five SERVQUAL dimensions. Important findings include the emergence of an intersection of the constructs of empathy and assurance, thereby suggesting that the dimensions are perceived as connected in the context of relational services. In addition, program quality and community engagement came out as two other important dimensions, representing the expectation for pluralism in provision, or inclusiveness and participation. Demographic differences were significant, gender differences existed in the perception of tangibles and reliability. It provides useful recommendations for managers of recreational hubs and policymakers. It could improve tangible factors with standard maintenance activities, improved infrastructure, and coordinated operational routines that improve its reliability. Targeted training among the staff for empathy and reassurance, and programming targeted to meet demographic needs, can be helpful in serving the various needs. Community building strategies, such as participatory planning and outreach programs, help make the people who feel included in them and loyal to facilities stay. It will not only help in offering better service delivery but also ensure that facilities within such public recreation hubs last long. This work contributes to service quality theory because it applies the SERVQUAL framework in a community-based recreational environment and shows its practical benefit in service delivery improvement of public services. Further work should adopt longitudinal methods and multi-regional analyses in the development and refinement of such findings to enhance generalisability across settings. Results have important implications for the development of user-focused, sustainable public recreation services compatible with changing community needs.

Inland Container Depots (ICDs) are inland multi-modal terminals where goods in intermodal loading units can be transferred directly to seaports. The contribution of ICDs to regions’ economic and social growth is undeniable. To achieve the sustainable development of ICDs, evaluating and improving their service quality is critical. This study aims to investigate the factors contributing to the service quality of ICD in a developing country. The data utilized covers some ICDs in the Red River Delta, Vietnam. Regarding analytic methods, descriptive statistics first were run to show the level of aspects of service quality of ICDs. Subsequently, attitudinal statements were analyzed using exploratory factor analysis before linear regression was applied to recognize the factors influencing the service quality of ICDs. Generally, the service quality of ICDs was evaluated at an acceptable level but far from the high one. The results suggested that the four influential service quality factors included location and accessibility, facilities, process and management, and labor. Based on the findings of contributing factors, managerial implications were proposed.

The food and beverage sector played a big part in contributing to the economic growth in Malaysia hence there was a major increase in the numbers of restaurants opening up for businesses. This study therefore examines factors with the aims of ensuring a sustainable development in full-service restaurants in West Malaysia. The results of this study have made a substantial contribution to restaurant owner’s’ comprehension of the fundamental components that underlie customer satisfaction and loyalty. By examining the moderating effect of the customer’s gender in full-service restaurants in West Malaysia, the objective of this study was to ascertain the relationships between the three variables (quality of the food served at the restaurant, service quality, and environment), as well as the degree to which each attribute was able to relate to diner satisfaction. The underpinning theory for this study was the Theory of Planned Behavior (TPB). Quantitative methods according to descriptive research and convenience sample strategy were utilized in this cross-sectional study. Questionnaires were distributed to 264 respondents through various online platforms such as WhatsApp, Telegram, Facebook, and email. Data collection was evaluated using the Statistical Program for Social Sciences (SPSS) version 27. In order to examine the connection between the three factors and diner’s satisfaction, various tests such as the multiple regression analysis, One-way ANOVA and Beta Coefficient test were carried out. The findings gave current restaurant owners and potential restaurant owners an overview of the different attributes influencing diner’s satisfaction at full-service restaurants in West Malaysia and also the extent of the moderating effect of diner’s gender had on each attribute. The outcome of this paper is expected to provide a sustainable growth in this industry.

The ongoing railway reforms in Ukraine are crucial for the country’s integration into the European Union’s transportation network. A major challenge lies in the difference in track gauge widths: Ukraine predominantly uses a 1520 mm gauge, while European countries utilize a 1435 mm gauge. This 85 mm difference presents significant logistical and operational barriers, hindering smooth cross-border trade and travel. The study examines the current state of Ukraine’s railway system, highlighting the urgent need for infrastructure modernization to meet European standards. Methods include a comparative analysis of Ukraine’s railway network with those of EU member states, focusing on integration challenges and potential solutions. Results indicate that aligning Ukraine’s railway with European standards could substantially enhance connectivity, reduce transit times, and foster economic growth. However, “Ukrzaliznytsia’s” slow adaptation to these necessary changes is a major roadblock. The study concludes that the construction of a standard-gauge railway linking Ukraine to the EU is vital not only for improving trade routes but also for supporting Ukraine’s broader political and economic aspirations towards EU membership. Circular economy principles, such as resource optimisation, extending the life cycle of existing infrastructure and reusing materials from dismantled railway facilities, can offer a cost-effective and sustainable approach. This infrastructural change will serve as a catalyst for deeper integration, strengthening Ukraine’s position within the European transportation network.