Judul: Strategy for Improving the Quality of Animal Health Services at the Animal Health Center (Puskeswan) in West Java Province, Indonesia
Abstrak: Puskeswan (Pusat Kesehatan Hewan) is one of the public services owned by local governments that operate in the field of animal healthcare. As a public service, it is required to provide excellent service to animal owners. Puskeswan serves as the frontline of the National Animal Health System (Siskeswanas) according to the Minister of Agriculture Regulation No. 64 of 2007, with functions including animal health promotion, veterinary services, epidemiology implementation, veterinary information implementation, emergency preparedness for outbreaks, and veterinary service provision. This research focuses on assessing respondent satisfaction based on the technical services provided by Puskeswa. The satisfaction of animal owners is a crucial factor that determines the success of the service provided. The issue addressed in this research is the increase in the animal population, which is not accompanied by sufficient facilities and human resources in Puskeswan. As a result, animal owners complain about the lack of services, as well as the available facilities and infrastructure in Puskeswan. This study aims is to analyze the level of satisfaction and expectations of the respondents, as well as the managerial implications for improving the attributes in the service dimensions of three Puskeswan in West Java Province. The measurement of respondent satisfaction in this study utilizes the Servqual method, which consists of five dimensions: tangibles, empathy, responsibility, responsiveness, and assurance. The research method employed in this study utilizes gap analysis based on the concepts of Service Quality (Servqual), Customer Satisfaction Index (IKM), Importance Performance Analysis (IPA), and Structural Equation Modeling (SEM). The respondents are animal owners who have owned and cared for animals for more than one year and have utilized the facilities of Puskeswan in three Puskeswan in West Java Province. The sampling technique used is purposive sampling, with a total of 180 respondents. The research results for IKM measurement indicate that the quality of 3 Puskeswan services in West Java Province falls into the good category, based on the average values of the dimensions with an IKM score of 80.16. Overall, the gap value in this study is 0.21, indicating that 3 Puskeswan in West Java Province needs to improve its services. The highest gap value is found in the tangible dimension, followed by reliability, responsiveness, empathy, and assurance. Some elements that need to be prioritized include the availability of Puskeswan facilities such as buildings, equipment, and medications. However, overall, the respondent express satisfaction with the services provided by 3 Puskeswan in West Java Province, as indicated by an IKP value of 80% in the IPA method, which falls within the range of satisfied customers or Good category
Keyword: Expectations, Quality of Service at The Puskeswan, Animal Health Services, Servqual

Judul: The Influence of Service Quality on Satwagia Consumer Satisfaction in Bogor City
Abstrak: Minat adopsi hewan peliharaan yang semakin berkembang di Indonesia telah memunculkan berbagai industri perawatan hewan yang memperketat persaingan. Kualitas layanan dan kepuasan pelanggan menjadi sangat penting bagi usaha di bidang jasa. Penelitian ini dilakukan di Kota Bogor pada klinik hewan Satwagia mulai dari bulan Februari-Juni 2024, dengan tujuan untuk mengukur kualitas layanan dan kepuasan pelanggan serta menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan. Penelitian ini melibatkan 100 responden dan menggunakan alat analisis SEM-PLS. Lima variabel laten eksogen yang digunakan adalah kehandalan, daya tanggap, jaminan, perhatian, dan bukti fisik, serta satu variabel laten endogen yaitu kepuasan pelanggan. Hasil penelitian menunjukkan bahwa variabel dengan skor tertinggi adalah bukti fisik 85,85% kategori sangat baik dan variabel dengan skor terendah adalah kehandalan 81,93% kategori baik. Variabel kepuasan pelanggan memiliki skor 86% dalam kategori sangat baik. Analisis menunjukkan bahwa variabel perhatian berpengaruh positif dan signifikan terhadap kepuasan pelanggan., The growing interest in pet adoption in Indonesia has given rise to various animal care industries that increase competition. Service quality and customer satisfaction are very important for businesses in the service sector. This research was conducted in Bogor City at the Satwagia veterinary clinic starting from February-June 2024, with the aim of measuring service quality and customer satisfaction and analyzing the influence of service quality on customer satisfaction. This research involved 100 respondents and used the SEM-PLS analysis tool. The research results showed that the variable with the highest score was physical evidence 85.85% in the very good category and the variable with the lowest score was reliability 81.93% in the good category. The customer satisfaction variable had a score of 86% in the very good category. The analysis showed that the attention variable had a positive and significant effect on customer satisfaction.
Keyword: SEM-PLS, pet, hewan peliharaan, klinik hewan, veterinary clinic

Judul: Invers Drazin dari Matriks Toeplitz Singular
Abstrak: Matriks Toeplitz adalah matriks yang setiap unsur pada diagonal utama bernilai sama dan setiap unsur pada subdiagonal yang bersesuaian dengan diagonal utama juga bernilai sama. Matriks singular adalah matriks yang tidak bisa ditentukan inversnya. Akan tetapi, dapat diupayakan untuk ditentukan inversnya menggunakan invers matriks yang diperumum. Invers Drazin merupakan salah satu jenis invers matriks yang diperumum. Pada karya ilmiah ini ditentukan invers Drazin dari matriks Toeplitz singular dengan menggunakan metode Leverrier Faddeev. Kemudian, ditentukan invers Drazin dari matriks Toeplitz singular yang direpresentasikan sebagai penjumlahan segitiga bawah dan segitiga atas matriks Toeplitz berdasar pada teorema Gohberg dan Semencul., Toeplitz matrix is a matrix in with element on the main diagonal has the same value and on the subdiagonal corresponding to the main diagonal also has the same value. Singular matrix is a matrix that has no inverse. However, it can be attempted to determine the inverse using a generalized inverse matrix. Inverse Drazin is a type of generalized matrix inverse. This paper discussed the inverse Drazin for a singular Toeplitz matrix using the Leverrier Faddeev method. Then, the Drazin inverse of the singular Toeplitz matrix which is represented as a sum of products of lower and upper triangular Toeplitz matrix based on Gohberg and Semencul theorem.
Keyword: inverse Drazine, singular Toeplitz matrix