WorldWideScience

Sample records for quality of service

  1. Quality Management of Services

    Directory of Open Access Journals (Sweden)

    Yuriy I. Dreizis

    2016-10-01

    Full Text Available It is shown that services take the leading place in modern, post-industrial society. The world economy has passed the period of deindustrialization and became service economy. Fundamentals of service economy are not physical goods, but service. The special nature of service and its property demands the mechanism of management, other than physical goods. Ensuring necessary quality of the provided service is one of the main problems, which is put before the organization by peculiar properties of service. Therefore, quality management of service is the most important branch of management of the modern organization.

  2. Quality standards and quality of transport services

    Directory of Open Access Journals (Sweden)

    Ljubislav T. Vasin

    2012-04-01

    Full Text Available The paper points out to the contribution of quality standard application in all areas of human life. The detailed explanations of terms quality, product and service are given as well. Considering the fact that a result of the transportation activity is a change of the product location - transportation, the paper gives special attention to the service. A focus is also on the term transportation service, as well as the parameters of quality of transportation for passenger and cargo transportation service. In the closing section, the application of quality standards in the Serbian Army will be briefly discussed.

  3. Bootstrapping quality of Web Services

    Directory of Open Access Journals (Sweden)

    Zainab Aljazzaf

    2015-07-01

    Full Text Available A distributed application may be composed of global services provided by different organizations and having different properties. To select a service from many similar services, it is important to distinguish between them. Quality of services (QoS has been used as a distinguishing factor between similar services and plays an important role in service discovery, selection, and composition. Moreover, QoS is an important contributing factor to the evolution of distributed paradigms, such as service-oriented computing and cloud computing. There are many research works that assess services and justify the QoS at the finding, composition, or binding stages of services. However, there is a need to justify the QoS once new services are registered and before any requestors use them; this is called bootstrapping QoS. Bootstrapping QoS is the process of evaluating the QoS of the newly registered services at the time of publishing the services. Thus, this paper proposes a QoS bootstrapping solution for Web Services and builds a QoS bootstrapping framework. In addition, Service Oriented Architecture (SOA is extended and a prototype is built to support QoS bootstrapping. Experiments are conducted and a case study is presented to test the proposed QoS bootstrapping solution.

  4. The Improvement of Services Quality

    Directory of Open Access Journals (Sweden)

    Cristian-Ştefan Craciun

    2013-01-01

    Full Text Available In the last decades, there was a strong national and international tendency to increase the services role in the economic social life. The technical progress, the enhancing social division of labor and the increase of demand both from the population and entrepreneurs led to the services development and diversification. Due to the recent radical changes in all economic, political and social fields, the economic agents’ goal to gain a rapid and substantial profit was gradually replaced by the fierce struggle for quality domination among competitors. Therefore, there is an increasing need to find more effective ways to improve the services quality, such as training and motivating the staff and implementing a quality management system.

  5. METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY

    Directory of Open Access Journals (Sweden)

    Olga Saginova

    2016-01-01

    Full Text Available The paper analysis approaches to establishing a system of indicators for public transport service quality in Moscow using customers’ expectations and current characteristics of transportation service. The topic is relevant due to using a new model of transportation service in Moscow involving private transportation companies, which requires establishing uniform service quality standards. Object of research. Public transport service quality Objectives. Using modern marketing concepts and customer oriented approach to service quality assessment develop a comprehensive methodology of managing public transport service quality. Methods. The paper uses Russian and foreign research publications in service quality assessment as well as results of research project by a team of scientists from Plekhanov Russian University of Economics. Methods of comparative research, netnography and marketing research (focus groups and survey methods were used. Results. After analyzing the public transportation problems in the megapolis, current transportation policy and survey of foreign experience, transportation service standards of EC, USA and CIS, a structure and method of establishing a self-regulated system of improving transportation service quality was developed basing on a marketing approach. Conclusions/relevance. The developed methodology of establishing a self-regulating system of improving the transportation service quality is based on a marketing approach, and the structure of a system of indicators to assess the service quality, basic indicators of expected and perceived quality of transportation service.

  6. Measuring Quality of Electronic Service (E- Service In Banking

    Directory of Open Access Journals (Sweden)

    Saba M. Hussain

    2014-03-01

    Full Text Available This research to evaluate e- service quality from the customers, perspective, and to examine the effect of e- service quality dimensions on customer's perception of banking e- service quality. Data was collected via self-administered questionnaire from random samples drawn from the population of customers using e-banking service. The constructs in this search were developed by using measurement scales adopted from prior studies. The instrument was evaluated for reliability and validity. The results in this search indicate that Reliability; Responsiveness; Ease of use; Personalization; Security; and Website design have influence on customer's perception of e- service quality.

  7. HOTEL MANAGEMENT AND QUALITY OF HOTEL SERVICES

    National Research Council Canada - National Science Library

    Ivica Batinić

    2016-01-01

    ... on the relentless tourism market. Any serious "top" hotel management, with a defined mission, vision and goals, must define a "special policy" of improving the quality of hotel services through "structural programs of quality...

  8. CUSTOMER IMPORTANCE RATING OF SERVICE QUALITY DIMENSIONS FOR AUTOMOBILE SERVICE

    Directory of Open Access Journals (Sweden)

    SATYENDRA SHARMA

    2014-12-01

    Full Text Available Customers are the center of an organization’s universe: they define quality. They expect performance, reliability, responsiveness, competitive prices, on-time delivery, service, clear and correct transaction processing and more. Customer satisfaction/Service quality management has become a strategic imperative for most firms. In the present circumstances, it is vital to measure customer perceptions and how well the company delivers on the critical factors/dimensions of the business. The main objective of this paper is to be acquainted with customer importance rating of service quality dimensions or Voice of Customers for an Automobile service centre. A questionnaire has been used for the purpose.

  9. Evaluation of service quality of hospital outpatient department services.

    Science.gov (United States)

    Chakravarty, Abhijit

    2011-07-01

    It has become essential for hospital managers to understand and measure consumer perspectives and service quality gaps, so that any perceived gap in delivery of service is identified and suitably addressed. A study was conducted at a peripheral service hospital to ascertain any service gap between consumer expectations and perceptions in respect of the hospital outpatient department (OPD) services. A cross-sectional study was conducted using SERVQUAL as the survey instrument, the instrument being validated for use in the hospital environment. Consumer ratings across 22 items of the survey instrument were collected in paired expectation and perception scores and then service quality gaps were identified and statistically analysed. Service quality gaps were identified to exist across all the five dimensions of the survey instrument, with statistically significant gaps across the dimensions of 'tangibles' and 'responsiveness.' The quality gaps were further validated by a total unweighted SERVQUAL score of (-) 1.63. The study concludes that significant service quality gaps existed in the delivery of the hospital OPD services, which need to be addressed by focused improvement efforts by the hospital management.

  10. Influence of employees' service-oriented behavior on service quality

    Directory of Open Access Journals (Sweden)

    Vučković Jelisaveta

    2015-01-01

    Full Text Available In order to constantly improve the quality of service program, organizations in tourism industry, have to pay special attention to managing employees' behavior, especially those in the first line of service provision and their direct superiors. Encouraging the employees towards service-oriented behavior is greatly determined by the adequate and consistent implementation of human resources management instruments. The subject of this research is an empirical examination of relations between employees' behavior in the service providing process and service quality. This research was conducted during 2012, in a five-star hotel 'Izvor', situated in Arandjelovac.

  11. Service quality of web information systems

    OpenAIRE

    Tonta, Yaşar; Soydal, İrem

    2010-01-01

    The recent developments in technology made it possible to provide various services through the Web. Users’ tendencies to request services via the Web and their expectations from the services are increasing gradually. In order to design better web sites and have users continue to use them, it is essential to understand what users expect of web services, how they perceive such service dimensions as security, design and quality along with the ones they value most. Using the survey method, this s...

  12. Marketing research of medical services quality

    Directory of Open Access Journals (Sweden)

    B.T. Alkaravani

    2014-03-01

    Full Text Available The aim of the article. The aim of the article is to identify and to analyze the characteristics of medical services quality and marketing research of medical services quality. The results of the analysis. The task of medical services is the proper control of health of the population and application of the necessary efforts to treat and prevent disease by providing quality and affordable medical services. In this regard, an important question is what characteristics of the medical services quality consumers consider the most significant and the most important, because the answer to this question will allow to develop marketing strategy to promote medical services. A lot of works of national and international scientists and economists are dedicated to problems of the theory and practice of medical services promotion. These researches have made a significant contribution to development of theoretical and practical instruments and technologies of development of marketing medical services, but there is a practical need and scientific interest in developing an approach for promoting medical services adapted to the present Ukrainian realities. To study the problems associated with the development, promotion and implementation of the medical services the survey of Donetsk region population was conducted. Analysis and data processing was performed using the software package IBM SPSS Statistics and Microsoft Excel. The survey was attended by 450 respondents of sexes, all ages, social status and income level. The research of medical services quality was made in Donetsk region in 1990. The results of it showed that 0,3% of respondents recognized the quality of medical services excellent, 1,5% – well, 36,9% – satisfactory, and 58,0% – unsatisfactory. Today the majority of respondents is not satisfied with medical services quality, analysis revealed no correlation answers the question of gender, education level and social status of the respondents. As

  13. [Quality of German medical services: a review].

    Science.gov (United States)

    Braun, J; Robbers, J; Lakomek, H-J

    2016-02-01

    In the current draft of the law on the reform of the support structures of hospital provision (German Hospital Structure Law) the future quality of provision is highly significant. Quality assurance measures are mandatory for hospitals. The Federal General Committee was legally charged with developing the relevant quality indicators for structural, procedural and outcome quality that are designed to form the criteria and the basis for planning decisions in the federal states. This involves a paradigm shift in quality assurance measures in hospitals. In the future, subject to the verified quality, this should have an influence on hospital planning, and the funding or regulation of hospital departments should also adhere to this prescribed quality. This review reveals the course of quality or quality assurance measures in medical services in Germany. The status of the institutions responsible for the quality of care in hospitals and the significance of quality indicators are explained.

  14. Measuring the Quality of Ecotourism Services

    Directory of Open Access Journals (Sweden)

    Nor’Aini Yusof

    2014-06-01

    Full Text Available Ecotourism forms the pillar of the country’s tourism industry. Ecotourists make up more than 10% of international tourists in Malaysia. When service quality is thought of as an important factor to the success of tourism service providers, the importance of estimating service quality provided to tourists becomes apparent. Estimating service quality provides tourism service providers with the necessary information needed to manage their marketing operations appropriately. Therefore, this estimation should be performed with the right measurement scales. Despite the high volume of research on service quality (SERVQUAL models in recent years, limited effort has been directed toward improving the tool for measuring service quality, particularly to apply to the ecotourism sector in developing countries. This article aims to improve a SERVQUAL model that is suitable for ecotourism areas in developing countries using five dimensions of the original model and one additional sustainability dimension. Based on a survey of 127 tourists in Tasik Kenyir, an exploratory factor analysis (EFA was conducted to discover the underlying dimension of ecotourism services and test for reliability and validity. Using EFA resulted in seven factors totaling 27 items. These factors are labeled as follows: tangible sustainability, sustainable practices, tangibility, reliability, responsiveness, assurance, and empathy. The results reveal that when SERVQUAL is applied within the ecotourism context, new dimensions of tangible sustainability and sustainable practices may emerge. The result implies the need to refine the SERVQUAL model when used in different contexts.

  15. Quality of Services and Quality of Life from Service Providers' Perspectives: Analysis with Focus Groups

    Science.gov (United States)

    Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.

    2013-01-01

    Background: Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this…

  16. Quality of Services and Quality of Life from Service Providers' Perspectives: Analysis with Focus Groups

    Science.gov (United States)

    Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.

    2013-01-01

    Background: Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this…

  17. Quality of EIS support and maintenance services

    OpenAIRE

    Laakso, Tiina

    2015-01-01

    Company X delivers integrated information systems for enterprises operating in various business areas. In addition to planning, implementing and deploying these systems, the company provides continuous support and maintenance services to its customers. However these services have not been systematically developed and quality of service can vary greatly. The purpose of this thesis was to identify the problem areas causing low customer satisfaction and operational inefficiency. The objectiv...

  18. Service quality and switching behavior of customers

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2011-10-01

    Full Text Available The dimensions of service quality and their relationship with the behavioral pattern of customers have received immense importance in the banking sector. The relational impact of service quality on customers’ propensity to switch from their banking service provider, is therefore, very much relevant. Empirical studies have revealed that there is a significant relationship between retention of customers and profitability. Therefore, to have an understanding of the behavioral pattern of the customers with respect to their intention to defect from their bank is financially justified. This paper investigates the relationship between service quality and switching behavior of customers in the context of the largest nationalized bank of India –State Bank of India (SBI for two of their branches in sub-urban West Bengal namely Bolpur and Santiniketan.

  19. HOTEL MANAGEMENT AND QUALITY OF HOTEL SERVICES

    Directory of Open Access Journals (Sweden)

    Ivica Batinić

    2016-01-01

    Full Text Available In conditions of increasing global competition, demands and needs of consumers, quality and quality management have become fundamental strategic factors of achieving profitability and competitiveness on the relentless tourism market. Any serious "top" hotel management, with a defined mission, vision and goals, must define a "special policy" of improving the quality of hotel services through "structural programs of quality improvement," which have become an important factor in the hotel business. With the design, introduction and control of a "special program" of quality improvement of hotel services, hotel management can have a positive impact on increasing satisfaction of customers and human resources, increasing competitiveness and market power of the hotel, the rationalization of operating costs and enhance the reputation and value of the hotel on the demanding tourist market.

  20. Net Neutrality and Quality of Service

    CERN Document Server

    Altman, Eitan; Wong, Sulan; Xu, Manjesh Kumar Hanawal 'and' Yuedong

    2011-01-01

    2010 has witnessed many public consultations around the world concerning Net neutrality. A second legislative phase that may follow, could involve various structural changes in the Internet. The status that the Internet access has in Europe as a universal service evolves as the level of quality of service (QoS) to be offered improves. If guarantees on QoS are to be imposed, as requested by several economic actors, it would require introducing new indicators of quality of services, as well as regulation legislation and monitoring of the offered levels of QoS. This tendency in Europe may change the nature of the Internet from a best effort network to, perhaps, a more expensive one, that offers guaranteed performance. This paper presents an overview of the above issues as well as an overview of recent research on net-neutrality, with an emphasis on game theoretical approaches.

  1. QUALITY OF SERVICE AND CONDITIONS OF CUSTOMER SATISFACTION MEASUREMENT

    Directory of Open Access Journals (Sweden)

    Renata Winkler

    2014-09-01

    Full Text Available The starting point for the considerations made in the article is to compare such categories as product quality and service quality. An essential part of analysis is devoted to the relation of quality of service and satisfaction with the service. In the article discusses the grounds of designing and preparing customer satisfaction survey of services.

  2. ASPECTS OF SERVICE QUALITY AND ECOLABELLING OF ROMANIAN LODGING SERVICES

    Directory of Open Access Journals (Sweden)

    Tomescu Ada Mirela

    2011-07-01

    Full Text Available Tourism has a significant environmental, economic and socio-cultural impact, which makes it important for environmental initiatives.The Rio Earth Summit (1992 was a milestone for these initiatives, having introduced the concept of sustainable development, its major principles and recommendations of implementation. So, the ecological movement grew globally more and more by widely disseminated actions among various bodies as the governments, associations, businesses, academics, NGOs and communities.In European Union eco-labelling scheme, is a voluntary initiative to promote products and services which have the potential to reduce negative environmental impacts, as compared to the other products and services in the same product or service group, thus contributing to the efficient use of resources and a high level of environmental protection. This shall be pursued through the provision of guidance and accurate, non-deceptive and scientifically based information to consumers on such products and services. In fact this is official approach known as EU-Ecolabel Scheme, launched in 2005.In general, the idea of sustainable development, and eco-attitude of many of the activities carried out in different economic sectors have been encouraged to be certified, and to adopt sustainable practices to improve their environmental practices, and to inform and educate their clients regarding their friendly-environmental policies. The tourism sector adopted all of these.One by one in hospitality industry have emerged new trends, new destinations. Some of these trends are as well connected to environmental policy, eco-initiatives that certify EMS (Environmental Management System and to use of eco-label in hospitality industry.For years, the tourism sector in Romania was declared a strategic sector. Within this framework, we decided to examine this area, the specific topic of eco-labelling and quality of lodging services in Romania. This paper proposes a short

  3. Definition of Metric Dependencies for Monitoring the Impact of Quality of Services on Quality of Processes

    OpenAIRE

    2007-01-01

    Service providers have to monitor the quality of offered services and to ensure the compliance of service levels provider and requester agreed on. Thereby, a service provider should notify a service requester about violations of service level agreements (SLAs). Furthermore, the provider should point to impacts on affected processes in which services are invoked. For that purpose, a model is needed to define dependencies between quality of processes and quality of invoked services. In order to...

  4. Quantitative comparison of measurements of urgent care service quality.

    Science.gov (United States)

    Qin, Hong; Prybutok, Victor; Prybutok, Gayle

    2016-01-01

    Service quality and patient satisfaction are essential to health care organization success. Parasuraman, Zeithaml, and Berry introduced SERVQUAL, a prominent service quality measure not yet applied to urgent care. We develop an instrument to measure perceived service quality and identify the determinants of patient satisfaction/ behavioral intentions. We examine the relationships among perceived service quality, patient satisfaction and behavioral intentions, and demonstrate that urgent care service quality is not equivalent using measures of perceptions only, differences of expectations minus perceptions, ratio of perceptions to expectations, and the log of the ratio. Perceptions provide the best measure of urgent care service quality.

  5. Measuring Customer Satisfaction and Quality of Service in Special Libraries.

    Science.gov (United States)

    White, Marilyn Domas; Abels, Eileen G.; Nitecki, Danuta

    This project tested the appropriateness of SERVQUAL (i.e., an instrument widely used in the service industry for assessing service quality based on repeated service encounters rather than a particular service encounter) to measure service quality in special libraries and developed a modified version for special libraries. SERVQUAL is based on an…

  6. Employees' perspectives of service quality in hotels | Al-Ababneh ...

    African Journals Online (AJOL)

    Employees' perspectives of service quality in hotels. ... Research in Hospitality Management. Journal Home · ABOUT ... that of four-star hotels. Keywords: service quality, SERVQUAL, work environment, competitive advantage, hotel industry ...

  7. FSO and quality of service software prediction

    Science.gov (United States)

    Bouchet, O.; Marquis, T.; Chabane, M.; Alnaboulsi, M.; Sizun, H.

    2005-08-01

    Free-space optical (FSO) communication links constitute an alternative option to radio relay links and to optical cables facing growth needs in high-speed telecommunications (abundance of unregulated bandwidth, rapid installation, availability of low-cost optical components offering a high data rate, etc). Their operationalisation requires a good knowledge of the atmospheric effects which can negatively affect role propagation and the availability of the link, and thus to the quality of service (QoS). Better control of these phenomena will allow for the evaluation of system performance and thus assist with improving reliability. The aim of this paper is to compare the behavior of a FSO link located in south of France (Toulouse: with the following parameters: around 270 meters (0.2 mile) long, 34 Mbps data rate, 850 nm wavelength and PDH frame) with airport meteorological data. The second aim of the paper is to assess in-house FSO quality of service prediction software, through comparing simulations with the optical link data and the weather data. The analysis uses in-house software FSO quality of service prediction software ("FSO Prediction") developed by France Telecom Research & Development, which integrates news fog fading equations (compare to Kim & al.) and includes multiple effects (geometrical attenuation, atmospheric fading, rain, snow, scintillation and refraction attenuation due to atmospheric turbulence, optical mispointing attenuation). The FSO link field trial, intended to enable the demonstration and evaluation of these different effects, is described; and preliminary results of the field trial, from December 2004 to May 2005, are then presented.

  8. Improvement of quality service based on common benchmarks and indicators

    Directory of Open Access Journals (Sweden)

    Pohaydak, Olha Bohdanivna

    2011-11-01

    Full Text Available Consider ways to improve the quality management system based on common criteria and indicators for evaluating the quality of products, works and services in housing and domestic service.

  9. Quality of Service in Real Time Services in Wireless Systems

    Directory of Open Access Journals (Sweden)

    Ambar Yadav, Arti Singh

    2014-05-01

    Full Text Available In Real time message transmission there is no time delay between a message sending and reception. Real time messaging defines standard packet format and data delivery for transmission of audio and video data over IP networks. Video enable applications are mostly used in our life without any delay, which also improve the quality of video. The needs for a central buffer management to achieves better memory utilization by enabling video stream sharing across components and to all network condition. This buffer management avoids congestion in networks. Our work is focused on a queue management scheme to manage the buffer at destination for video enable services which carries huge amount of data through network channel. Video data is generated at source which it reached to destination through various nodes and links. So, there may be delay, packet loss and jitter. To provide the better service at destination, we require a less delay, less amount of packet loss and less jitter. So in this paper we are working on a buffer management mechanism which cares about packet loss and jitter and try to resolve and will find out better scheduling in existing schemes

  10. Service quality in community pharmacy: an exploration of determinants.

    Science.gov (United States)

    White, Lesley; Klinner, Christiane

    2012-01-01

    Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants. This study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. From the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. The study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers. Copyright © 2012 Elsevier Inc. All rights reserved.

  11. Service quality of cloud-based applications

    CERN Document Server

    Bauer, Eric

    2014-01-01

    This book explains why applications running on cloud might not deliver the same service reliability, availability, latency and overall quality to end users as they do when the applications are running on traditional (non-virtualized, non-cloud) configurations, and explains what can be done to mitigate that risk.

  12. An Empirical Study of State University Students' Perceived Service Quality

    Science.gov (United States)

    Sumaedi, Sik; Bakti, Gede Mahatma Yuda; Metasari, Nur

    2012-01-01

    Purpose: This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service quality; and whether there is a difference in perceived quality level of each dimension based on students' year of study and gender in the context of undergraduate students of…

  13. An Empirical Study of State University Students' Perceived Service Quality

    Science.gov (United States)

    Sumaedi, Sik; Bakti, Gede Mahatma Yuda; Metasari, Nur

    2012-01-01

    Purpose: This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service quality; and whether there is a difference in perceived quality level of each dimension based on students' year of study and gender in the context of undergraduate students of…

  14. Quality of Services and Quality of Life from Service Providers' Perspectives: Analysis with Focus Groups

    Science.gov (United States)

    Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.

    2013-01-01

    Background: Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this…

  15. Customers Perception of Service Quality in the Nigerian Telecommunication Sector

    Directory of Open Access Journals (Sweden)

    Kehinde Osotimehin

    2015-01-01

    Full Text Available This study examines the customers’ perception of service quality in the Nigerian telecommunication sector. Data for the study was generated through questionnaire administered on a random sample of 250 undergraduate students spread across two public owned state Universities in Ogun State, South-West, Nigeria. The data was subjected to descriptive statistics. One Sample Test statistic was employed in testing hypothesis. The results of the study revealed that there was a positive and significant relationship between service quality and both, customer satisfaction and customer loyalty, and also service quality is considered as a major factor in choosing telecommunication service provider in Nigeria. Further, the study revealed that the quality of service customers received from their service providers in terms of prompt service delivery, reliability, improved service, availability of effective and efficient customer care to assist customers help in assessing their rate of satisfaction.

  16. Quality of Service in Wireless Sensor Networks (QOS in WSN)

    Science.gov (United States)

    Zolhavarieh, Seyedjamal; Barati, Molood

    2013-03-01

    In this paper, we discuss about concept of Quality of Service (QoS) in Wireless Sensor Networks (WSN) and different methods to improve data security network. The most useful methods for network traffic control are Differentiated Services (DS), Integrated Services, Multi-Protocol Labeled Switching (MPLS), Resource Reservation Protocol (RSVP) and Traffic Engineering. Quality of Service is responsible for data transfer between different parts of the network and it guarantees some series of transport properties on the network [14].

  17. Customer perceptions of service quality in luxury hotels in Jordan

    OpenAIRE

    Ala`a Nimer AbuKhalifeh; Ahmad Rasmi AlBattat

    2015-01-01

    Providing quality food and beverage services has become one of the critical issues in the tourism industry and several studies have been paying attention to it. On the other hand, there seems to be a paucity of data on service quality Jordanian hotels, making it difficult to fashion an appropriate management intervention. Also, there has been insufficient attempt to relate customers’ perceptions of service quality to their socio-demographic characteristics as well as the characteristics of or...

  18. A Model for Managing and Discovering Services Based on Dynamic Quality of Services

    Directory of Open Access Journals (Sweden)

    Hao-peng Chen

    2010-08-01

    Full Text Available  In this paper, we analyze the problems of existing Service Computing model and propose a model for managing and discovering services based on dynamic quality of services. This model consists of a Quality Measurement Center (QMC, which receives and analyzes the feedbacks of dynamic qualities of services to evaluate and rank the services according their dynamic qualities, and enables service consumer to search and discover services by the functional and/or QoS requirements; a QoS Spy, which feedbacks the real-time dynamic qualities of services to QMC and processes the fault detection and substitution of services; a Service Quality Calculator, which calculates the qualities of composite services based on their atomic services. With this model, we can evaluate and discover services on the Internet based on both functional and qualitative constraints. Meanwhile, this model is compatible with the basic principles of Service Computing, which are loosely coupled, protocol independent and location transparent. This model is the foundation of dynamic service discovery and substitution, and can improve the availability, scalability, and modifiability of service-based applications.  

  19. Study on e-government services quality: The integration of online and offline services

    Directory of Open Access Journals (Sweden)

    Jing Fan

    2015-05-01

    Full Text Available Purpose: E-Government, as a new bond linking the government and the public, has gradually become the focus of innovation in government services. The paper focuses on the e-Government service quality issues from the perspective of users. Design/methodology/approach: From the aspects of online service quality perception and offline service quality perception, based on IS Success model and SERQUAL model, e-Government Services Quality model has been set up with information quality, system quality and service quality as key factors. Then, the survey method was applied to collect data and then to test the model. Findings: It was found that users’ perception of offline service quality has a significant effect on improving their perception of online service quality, and online service quality perception has a significant effect on public satisfaction of e-Government services; information clarity, system security and stability, interactive services and “one-stop” services all have a significant effect on public satisfaction of e-Government services. However, offline service quality perception has certain positive effect on public satisfaction of e-Government services but not dramatically. Research limitations/implications: Mobile e-Government as an important direction of the development of e-Government, in the future, we will study more about mobile e-Government services channels. Originality/value: This study further develops the theory of information system service quality, and also provides a theoretical reference for government departments. On the one hand, based on the characteristics of e-government system, information quality, system quality and service quality in the previous system service model are further discussed; on the other hand, both online and offline services are taken into consideration in the information system service model, thus establishing the e-government services quality model and making an in-depth study of the

  20. Management perception of service quality in the hospitality industry

    OpenAIRE

    Lacle, Randall

    2013-01-01

    The service industry has never been so competative then it is today. In order to survive companies must focus on delivering quality to their customers and meeting their expectations. Management must make decisions on how to effectively improve business performance in order to compete in a highly competative industry. Service quality is on of these focus areas. Theoretical knowledge on service quality management has presentated a great deal of models and theories for management to follow y...

  1. Quality Control of Services in the Nigerian Banking

    African Journals Online (AJOL)

    Nekky Umera

    Customer- Driven Quality definition is adopted in this paper. Total quality .... In their subsequent research Berry, Zeithaml and Parasuraman, (1988), compressed the ..... Intentions in Service Environments”, Journal of Retailing, Vol. 76. Issue 2.

  2. Measurement of quality in Saudi Arabian service industry

    Energy Technology Data Exchange (ETDEWEB)

    Jannadi, O.A. [King Fahd Univ. of Petroleum and Minerals, Dhahran (Saudi Arabia); Al-Saggaf, H. [SCECO-East (Saudi Arabia)

    2000-10-12

    Quality problems in the service organisation are the result of the mismatch between prior expectation and perceived quality of the service. Each organisation will attempt to determine the requirements of its customers and translate these requirements into product and delivery process specifications. This paper examines a particular electric company (SCECO-East), a typical service provider in Saudi Arabia, in which service quality is a distinguishing feature of primary importance. It describes a detailed survey and analysis in the light of the model put forward by Parasuraman et al. It utilises SERVQUAL for measuring customers' perceptions of service quality. The study revealed that SCECO-East scored high in tangibles dimension but low in features of responsiveness and reliability. In addition, while the performance of SCECO-East was acceptable to all customer categories, service quality was perceived differently by various types of customers, with reinforcement and commercial customers awarding SCECO-East even lower ratings than other customers did. (Author)

  3. A new quality of service FSO software

    Science.gov (United States)

    Chabane, Mourad; Al Naboulsi, Maher C.; Sizun, Herve; Bouchet, M. O.

    2004-09-01

    Free space Optical links (FSO) in visible and infrared wavelengths constitute an interesting alternative to new transmission channels for cordless phone, data-processing networks and high definition television. One finds a choice of varied manufacturers and they propose products whose performances are characterized by a raised rate of transmission, from 2 Mbps to 10 Gbps. But the announced ranges are very important, from 100 to 10 000 meters, in spite of the fact that many manufacturers try to indicate the possible ranges according to time, these indications completely miss standardization and are hardly exploitable because, generally, it is very difficult to know the percentage of time during which a value is reached or exceeded. Availability and reliability of a FSO link depend on used systems but also on climatic and atmospheric parameters such as rain, snow or fog. It is the purpose of our study. Its finality is software which integrates: - Results of a bibliographical search (geometrical, aerosols, rain, snow, fog, scintillation, and environment solar light attenuation), - European integrated surface weather data, hour per hour, over several years (1995-1999). The result is the presentation of the Quality of Service Light version software which allows predicting; starting from the data of equipment (power, wavelength, receiver sensibility), geographical situation of a site in Europe (geographical coordinates, altitude, height/ground) and climatic and atmospheric parameter (relative humidity, ground rugosity, albedo, solar radiation, etc) the availability of a FSO link for the following period (year, the most unfavourable month, 8am to 8pm period and 8 pm to 8 am period. The interruption probabilities for each type of attenuation are also mentioned (aerosols, scintillation, ambient solar light, rain, snow, etc).

  4. Application of Service Quality Model in Education Environment

    Directory of Open Access Journals (Sweden)

    Ting Ding Hooi

    2016-02-01

    Full Text Available Most of the ideas on service quality stem from the West. The massive developments in research in the West are undeniable of their importance. This leads to the generation and development of new ideas. These ideas were subsequently channeled to developing countries. Ideas obtained were then formulated and used by these developing countries in order to obtain better approach in channeling service quality. There are ample to be learnt from the service quality model, SERVQUAL which attain high acceptance in the West. Service quality in the education system is important to guarantee the effectiveness and quality of education. Effective and quality education will be able to offer quality graduates, which will contribute to the development of the nation. This paper will discuss the application of the SERVQUAL model into the education environment.

  5. THE MEASUREMENT OF TOTAL SERVICE QUALITY BY SERVQUAL ANALYSIS: A RESEARCH IN IN BANKING SECTOR SERVICES

    OpenAIRE

    2013-01-01

    Abstract It is very important to know how service is valued by customers in banking sector where the product is the service. Consequently, it becomes an unavoidable burden to improve the services in which they determined any dissatisfaction by measuring customer satisfaction continuously. In this study, with the aim of measuring service quality, we examine Servqual service quality measuring model developed by Parasuraman, Zeithhmal and Berry. The model is based on the average servqua...

  6. Service Quality and Customer Satisfaction on the Value Effect of Services: An Application in Railway Transport

    Directory of Open Access Journals (Sweden)

    Cemalettin DEMİRELİ

    2014-12-01

    Full Text Available The importance of passenger transportation by rail increased with highspeed trains to put in service although scientific studies related YHT has been rather limited. In this study, high-speed train service and quality of the services values offered in sizes revealed and their effect on the customer satisfaction of this size is revealed. This study has been applied to the 630 high-speed train travelers customers. Customer satisfaction is measured in three items of the one-dimensional. When The relationship between customer satisfaction with service quality and service value examined, no relationship with satisfaction and communication which the sub-dimensions of service quality and low levels relationship between the other dimensions has been determined. Research results in terms of creating customer satisfaction in YHT services, the importance of service quality and service value are put forward

  7. Quality of pathology services: new strategic directions required.

    Science.gov (United States)

    Isouard, Godfrey

    2013-01-01

    The purpose of this paper is to discuss the challenges faced in Australia to maintain and sustain quality in pathology services, and present new strategic directions to address such challenges. The paper is a review of the literature on pathology services and its quality of delivery and emerging issues. Major issues are emerging in pathology services which threaten to impact on the quality of future service delivery. These issues include workforce shortages, growth in inappropriate testing, advancing technology, rural and remote region servicing, and a negative image of the sector. New strategic directions are shown to be necessary in terms of workforce planning and addressing the escalation of new technology and innovation. In order to sustain quality of services, a significant change from current practice is recommended, with strong leadership as the change driver. This paper highlights the potential impact of emerging issues on future pathology-service quality. Significant implications for service delivery and patient care quality are reviewed. This paper provides valuable information on current strategic and planning issues impacting on pathology services. It provides new solutions from the perspective of leadership of health and health services.

  8. Quality of medical services: problems, evaluation and regulation

    OpenAIRE

    Farida Yerdavletova; Temirkhan Mukhambetov

    2015-01-01

    One of the most acute problems in the healthcare industry – the problem of the quality of medical services. In this area, there is no established definition of medical services or approaches to quality management. The aim of the article is to analyze the existing definitions ofquality of medical services,” as well as development approach to managing medical organization. At the same time the management of the medical organization should be focused on ensuring the quality as the most importa...

  9. The Effect of Hospital Service Quality on Patient's Trust.

    Science.gov (United States)

    Zarei, Ehsan; Daneshkohan, Abbas; Khabiri, Roghayeh; Arab, Mohammad

    2015-01-01

    The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him/her. One of the main determinants of patient's trust is the service quality. This study aimed to examine the effect of quality of services provided in private hospitals on the patient's trust. In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010. Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed. Data were analyzed using descriptive statistics and multivariate regression. The mean score of patients' perception of trust was 3.80 and 4.01 for service quality. Approximately 38% of the variance in patient trust was explained by service quality dimensions. Quality of interaction and process (P quality of the environment had no significant effect on the patients' degree of trust. The interaction quality and process quality were the key determinants of patient's trust in the private hospitals of Tehran. To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff.

  10. Quality of Service in Bluetooth networking - part I

    NARCIS (Netherlands)

    Heijenk, Gerhard J.; van der Zee, Martin

    The Quality of Service functions and procedures included in the Bluetooth 1.0 specification have been reviewed. Next issues associated with providing Quality of Service over a wireless link in general and Bluetooth in particular have been investigated. Allthough the Bluetooth 1.0 specification

  11. Factors Influencing Perceptions of Service Quality in Cooperative Extension Workers

    Science.gov (United States)

    Anaza, Nwamaka A.; Rutherford, Brian N.; Widdows, Richard

    2012-01-01

    The authors examined the direct and indirect impact of empowerment on service quality as perceived by Extension staff. Using a sample 283 respondents, the results revealed that along with empowerment, constructs such as job satisfaction and organizational identification positively affected service quality. Undoubtedly, each of these variables…

  12. Quality of Service in Bluetooth networking - part I

    NARCIS (Netherlands)

    Zee, van der Martin; Heijenk, Geert

    2001-01-01

    The Quality of Service functions and procedures included in the Bluetooth 1.0 specification have been reviewed. Next issues associated with providing Quality of Service over a wireless link in general and Bluetooth in particular have been investigated. Allthough the Bluetooth 1.0 specification provi

  13. Factors Influencing Perceptions of Service Quality in Cooperative Extension Workers

    Science.gov (United States)

    Anaza, Nwamaka A.; Rutherford, Brian N.; Widdows, Richard

    2012-01-01

    The authors examined the direct and indirect impact of empowerment on service quality as perceived by Extension staff. Using a sample 283 respondents, the results revealed that along with empowerment, constructs such as job satisfaction and organizational identification positively affected service quality. Undoubtedly, each of these variables…

  14. Quality of medical services: problems, evaluation and regulation

    Directory of Open Access Journals (Sweden)

    Farida Yerdavletova

    2015-10-01

    Full Text Available One of the most acute problems in the healthcare industry – the problem of the quality of medical services. In this area, there is no established definition of medical services or approaches to quality management. The aim of the article is to analyze the existing definitions ofquality of medical services,” as well as development approach to managing medical organization. At the same time the management of the medical organization should be focused on ensuring the quality as the most important criterion for the organization. Methodology of the study is based on analysis and grouping of existing definitions of medical services, the factorial approach to evaluating the quality and organization of the process approach to management of the medical organization. Noting the versatility and diversity concepts of quality of care the authors suggest grouping of direct and indirect factors affecting the quality of medical services. However, it is important, according to the authors, to move from functional management to management based on the process approach, which provides better control over the processes of customer service. Is given process model of quality management of health services and highlights the main groups of processes in the medical organization.

  15. Evaluation of outpatient service quality in Eastern Saudi Arabia

    Science.gov (United States)

    Fraihi, Khalid J. Al; FAMCO, Dip; FAMCO, Fellow; Latif, Shahid A.

    2016-01-01

    Objectives: To investigate perceptions and expectations of patients regarding hospital outpatient services by using a service quality gap model and factors influencing such gaps. Methods: In this cross-sectional descriptive study conducted between October and November 2014 in the outpatient waiting areas of a hospital in the Eastern Province of Saudi Arabia, a sample of 306 patients was selected by convenience sampling technique. The data was collected through an Arabic version of the service quality (SERVQUAL) questionnaire consisting of 2 parts: patients’ demographic characteristics, and 22 items scales of patients’ expectations and perceptions of SERVQUAL. The data was analyzed by confirmatory factor analysis, independent, and paired t samples tests and one way analysis of variance test. Results: The results showed that the proposed model for service quality dimensions had a good fit by satisfying the recommended values. The patients’ expectations exceeded perceptions in all service quality dimensions indicating statistically significant service quality gaps (t=26.3, p<0.000). Findings revealed that the empathy dimension contributed most patients’ expectations (4.7 ± 0.5) and perceptions (3.7 ± 0.8) scores, and responsiveness contributed least to expectations (4.5 ± 0.6) and perceptions (3.2 ± 0.8) scores. Prompt services showed highest service quality gap, while observation of privacy showed the smallest service quality gap in the statements. The study showed a significant association between gender, age, education, multiple visits, and service quality dimensions. Conclusion: The proposed model is valid and reliable and significant service quality gaps of all 5 dimensions need to be prioritized and addressed by focused improvement efforts of hospital management. PMID:27052285

  16. Analysis of tangible and intangible hotel service quality components

    Directory of Open Access Journals (Sweden)

    Marić Dražen

    2016-01-01

    Full Text Available The issue of service quality is one of the essential areas of marketing theory and practice, as high quality can lead to customer satisfaction and loyalty, i.e. successful business results. It is vital for any company, especially in services sector, to understand and grasp the consumers' expectations and perceptions pertaining to the broad range of factors affecting consumers' evaluation of services, their satisfaction and loyalty. Hospitality is a service sector where the significance of these elements grows exponentially. The aim of this study is to identify the significance of individual quality components in hospitality industry. The questionnaire used for gathering data comprised 19 tangible and 14 intangible attributes of service quality, which the respondents rated on a five-degree scale. The analysis also identified the factorial structure of the tangible and intangible elements of hotel service. The paper aims to contribute to the existing literature by pointing to the significance of tangible and intangible components of service quality. A very small number of studies conducted in hospitality and hotel management identify the sub-factors within these two dimensions of service quality. The paper also provides useful managerial implications. The obtained results help managers in hospitality to establish the service offers that consumers find the most important when choosing a given hotel.

  17. THE IMPERATIVES OF QUALITY SERVICES IN CONDITION OF EUROPEAN INTEGRATION

    Directory of Open Access Journals (Sweden)

    Natalia Remesovski

    2012-03-01

    Full Text Available Quality includes the technical side or strictly linked to intrinsic characteristics and properties of the product or service and it can be defined as a set of properties and characteristics of a product or service, which gives it its ability to meet the needs expressed or implied. The liberalization of international trade by value, internationalization and globalization and the development spheres of service, the bar in quality always rises and quality is a key factor in customers decision to choose a particular company or another.

  18. EXPERT ESTIMATION OF QUALITY OF MEDICAL SERVICES IN REPUBLIC BASHKORTOSTAN

    Directory of Open Access Journals (Sweden)

    S.A. Kirillova

    2009-06-01

    Full Text Available Strategic national projects in such spheres as public health services, formation and others certain according to the state initiatives as social priorities of development of the country are aimed at creation of new mechanisms for improvement of quality of a life of citizens of Russia. The condition of these spheres defines social and demographic well-being of a society, forms conditions for development of the human capital. Thus the estimation of quality of social services should be carried out within the limits of substantial definition of service as sets of the characteristics defining established or prospective needs of the consumer. In given clause the author's technique of an expert estimation of quality of the medical services, approved on an example of sphere of public health services in Republic Bashkortostan reveals.

  19. Perinatal staff perceptions of safety and quality in their service

    OpenAIRE

    Sinni, Suzanne V; Wallace, Euan M.; Cross, Wendy M.

    2014-01-01

    Background Ensuring safe and appropriate service delivery is central to a high quality maternity service. With this in mind, over recent years much attention has been given to the development of evidence-based clinical guidelines, staff education and risk reporting systems. Less attention has been given to assessing staff perceptions of a service’s safety and quality and what factors may influence that. In this study we set out to assess staff perceptions of safety and quality of a maternity ...

  20. Nurses' Emotional Intelligence Impact on the Quality of Hospital Services

    OpenAIRE

    RANJBAR EZZATABADI, Mohammad; Bahrami, Mohammad Amin; Hadizadeh, Farzaneh; Arab, Masoomeh; Nasiri, Soheyla; AMIRESMAILI, Mohammadreza; Ahmadi Tehrani, Gholamreza

    2012-01-01

    Background Emotional intelligence is the potential to feel, use, communicate, recognize, remember, describe, identify, learn from, manage, understand and explain emotions. Service quality also can be defined as the post-consumption assessment of the services by consumers that are determined by many variables. Objectives This study was aimed to determine the nurses’ emotional intelligence impact on the delivered services quality. Materials and Methods This descriptive - applied study was carri...

  1. Service quality of B&B hotels in Novi Sad

    Directory of Open Access Journals (Sweden)

    Ivkov Milan

    2016-01-01

    Full Text Available Providing quality service is a priority for service companies. The quality of services being offered to customers is considered to be a means by which hotels obtain a competitive advantage in the market. The aim of this study was to identify the effects of customer satisfaction on their loyalty and frequency of re-visit intention in the hotels in Novi Sad. The research results indicate that management teams of analyzed hotels understand the needs of their guests quite well. Based on the results of descriptive statistical analysis and the results of the regression analysis, it is concluded that the quality of restaurant services is of a great importance to total guest satisfaction. The quality of services in the accommodation sector still has a great significance in the entire hotel offer, but not decisive.

  2. Marketing to older patients: perceptions of service quality.

    Science.gov (United States)

    Brand, R R; Cronin, J J; Routledge, J B

    1997-01-01

    Marketing has taken on increased importance in the United States' health care industry, especially with respect to Americans aged 55 and older. Given that health care costs account for 14 percent of the GNP of the U.S., and that older Americans represent nearly 25 percent of all health care expenditures, the ability of physicians to assess the perceptions of service quality, service value, and satisfaction and the effects of these variables on patient loyalty with respect to older patients is very important. A comprehensive model of patient behavior is introduced and tested. The results suggest the medical office staff and the expertise of the physician play particularly important roles in older patients' perceptions of service quality. In addition, strong relationships were found between (1) Service Quality and Satisfaction, (2) Satisfaction and Patient Behavior (repeated use of the physician), and (3) Service Quality and Patient Behavior. Conclusions and suggestions for future research are offered.

  3. Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

    OpenAIRE

    Okeke TC; Ezeh GA; Ugochukwu NOA

    2015-01-01

    This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of...

  4. Ensuring the quality of logistic service of automobile dealers

    Directory of Open Access Journals (Sweden)

    Tatyana A. Salimova

    2017-03-01

    Full Text Available Objective to substantiate the functional directions of activities of the enterprises of dealer chain of an automotive company aimed at ensuring the quality of logistics servicing of automobiles. Methods the study is based on the use of general scientific methods comparison scientific generalization logical analysis analogy and specific scientific methods systemic functional simulation. Results the article states that one of the key criteria of consumer behavior of car buyers is the availability of presales and aftersales service. The current research works in the sphere of logistics services are analyzed which refer to the approaches to its definition as well as selecting the criteria for its functional quality. It is established that the increase of interest in the activities of logistics centers of car service is due to several reasons such as the growing complexity of their construction and the increased competition in this area. The critical review of the scientific literature was conducted as well as the analysis of the scientific problem of determining the functional areas of logistics service of an automobile company with a view to ensuring quality and enhancing the satisfaction of end users of automobiles. The key areas of corporate logistics services were systematized and classified detailing for each of these areas was made. Different approaches were described to defining the range of services at different stages of the life cycle of technical means. Basing on the studied viewpoints four components of the functional activities of service centers were formulated presales service car sales aftersales maintenance and disposal of vehicles. Basing on these components a model of brand service of a car company was formed taking into account the functional characteristics of each component. Scientific novelty a functional model was developed of the system of service vehicles in a brand servicesales chain automotive company allowing to provide

  5. The design & delivery of quality services: A paradigm shift

    Directory of Open Access Journals (Sweden)

    D. B.H. Smith

    2002-12-01

    Full Text Available As result of the increasingly important role information technology (IT is playing in service provision, less person-to-person contact will in future be made during service provision. Highly skilled specialists will make the remaining contact. Emphasis will shift to speed of delivery, with logistics playing an important role. The designers of services must take these factors into account if they wish to design quality services.

  6. Caregivers’ Quality of Life and Quality of Services for Children with Cancer: A Review from Iran

    Science.gov (United States)

    Sajjadi, Homeira; Vameghi, Meroe; Ghazinour, Mehdi; KhodaeiArdakani, Mohammadreza

    2013-01-01

    Objective: Caregivers of cancer patients are exposed to different types of psychosocial stress which influence their quality of life. The purposes of this study were to assess quality of life in caregivers of children with cancer and to investigate the relationship between the caregivers’ quality of life and quality of services in the social work section. Method: 125 caregivers were recruited. Quality of life was measured by the Iranian version of the WHOQOL-BREF questionnaire and data concerning service quality were obtained from the Iranian version of the SERVQUAL questionnaire. Findings: Scores in physical health, psychological status and environmental conditions for caregivers of children with cancer were significantly lower than the general population. There was a negative correlation between the tangible domain of SERVQUAL and the psychological status and environmental conditions of quality of life. The tangible dimension was the only aspect of service quality to predict caregivers’ quality of life regarding psychological status and environmental conditions. Conclusion: Caregivers of children with a disease are care consumers and, like all consumers, they expect good service. Delivering high quality services consistently is difficult but profitable for a service organization. In other words, trying to deliver more appropriate services than patients expect to receive from their social work care is one of the most reliable ways to promote caregivers’ satisfaction and quality of life. PMID:23618487

  7. Interdependence of life insurance service quality and premium

    Directory of Open Access Journals (Sweden)

    Dragan Benazić

    2006-12-01

    Full Text Available Insurance companies in Croatia feel the need to find new sources of competitive advantage on the Croatian life insurance market amid increasing competition and a poorly profiled offer of life insurance services. Lately, both marketing literature and practice seem to point to the shaping of a relationship between service quality and price as a possible solution to improving the position of insurance companies on the Croatian market. In providing life insurance services, the insurance companies should focus on the quality elements that offer certain benefits a client is willing to pay for. Changes in individual quality features have been evaluated differently by clients. Such differences in their evaluation of changes in the individual elements of service quality also reflect the willingness of clients to pay a suitable increase on their insurance premium. Improvements in the service quality features that are subjectively evaluated as important should lead to the client’s acceptance of a higher life insurance premium. The paper considers the interdependence between the quality of life insurance services and the premium from the aspect of the client’s willingness to pay a higher life insurance premium for a higher service quality.

  8. Evaluation of headache service quality indicators

    DEFF Research Database (Denmark)

    Katsarava, Zaza; Gouveia, Raquel Gil; Jensen, Rigmor

    2015-01-01

    -Essen in Essen, Germany, and the Hospital da Luz in Lisbon, Portugal. Using seven previously-developed enquiry instruments, we interrogated health-care providers (HCPs), including doctors, nurses, psychologists and physiotherapists, as well as consecutive patients and their medical records. RESULTS......BACKGROUND: Evaluating quality of health care is increasingly recognized as an important contributor to the advancement of health-care delivery. We recently developed a set of quality indicators for headache care, intended to be applicable across countries, cultures and settings so...... that deficiencies in headache care worldwide might be recognized and rectified. These indicators themselves require evaluation and proof of fitness for purpose. This pilot study begins this process. METHODS: We tested the quality indicators in the tertiary headache centres of the University of Duisburg...

  9. A Quality of Service Broker Based Process Model for Dynamic Web Service Composition

    Directory of Open Access Journals (Sweden)

    Maya Rathore

    2011-01-01

    Full Text Available Problem statement: With fast spreading of web services technology over the Internet, the quality aspects of a web service has received significant attention to the practitioners. The quality of web service includes both functional and nonfunctional details. In order to provide the correct and meaningful information to web service consumer, sometimes there is a need to compose existing web services in order to create new web service. Approach: We have proposed a Quality of Service (QoS broker based process model for Dynamic Web Service Composition (DWSC. The QoS broker in the proposed model is responsible for web service collection, selection, optimization and composition based on the service consumer’s requirements. It also verifies and certifies the functional and QoS specifications provided by service provider at the time of web service registration before publishing it in Universal Description, Discovery and Integration (UDDI registry. The detailed working of QoS broker is also presented in the study with functionality of each component. We will also discuss the process flowchart for new web service registration and web service composition at runtime. Results: The proposed QoS broker based model for dynamic web service composition solves the problems associated with quality of web service. It also prevents the central repository from malicious service provider to publish wrong information. Conclusion: The QoS broker-based process model for dynamic web service composition guarantees the quality of delivered service to web service consumers and improve the efficiency of composition.

  10. Standardization Promotes the Quality of Meteorological Audio & Video Service

    Institute of Scientific and Technical Information of China (English)

    2011-01-01

    As an important part of meteorological sector and a critical basis for enhancing the capability of meteorological disaster prevention and mitigation and climate change response,the meteorological standardization is a significant support for facilitating the good and quick development of meteorological sector.Huafeng Group,as a leading enterprise of meteorological audio & video service,has,for years,attached much importance to employing the standardization of meteorological audio & video service to improve its management level and quality of programs,enhance the quality of meteorological audio & video service,build the brand image,cultivate the highlevel backbone personnel,and facilitate the sustainable development of meteorological audio & video service.

  11. Measuring service life and evaluating the quality of solid tires

    Directory of Open Access Journals (Sweden)

    Charoenyut Dechwayukul

    2010-08-01

    Full Text Available The objective of this research is to propose procedures for measuring service life and evaluating the quality of locallymade and used solid tires in Thailand. The solid tires were stressed and rotated until blowout on a drum-like test apparatuswhich is designed, constructed by the authors and equipped with laboratory instrumentation. Solid tires from five differentmanufacturers were selected for testing. We measured service life, length of time to tire failure, at three different loadingamplitudes and three different speeds on the testing drum. The service life of all specimens was studied and compared todetermine the possibility of using service life to evaluate the quality of a solid tire.

  12. Analysis of NPS Contracting Service Quality

    Science.gov (United States)

    2014-12-01

    fourth dimension of empathy , there are a total of five questions which focus on access, communications , and understanding the customer. Figure 10...dimensions (tangibles, reliability, responsiveness, assurance, empathy ) . The results will identify areas of improvements in customer relat ions...instrument for measuring customers’ expectations and perceptions along five quality dimensions (tangibles, reliability, responsiveness, assurance, empathy

  13. Evaluating the service quality of third-party logistics service providers using the analytic hierarchy process

    Directory of Open Access Journals (Sweden)

    Soon-hoo So

    2006-12-01

    Full Text Available In this study we apply the analytic hierarchy process (AHP to evaluate the service quality of third-party logistics (3PL service providers. We first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy. We then apply the AHP method to determine the relative weights of the five service quality dimensions and eventually select the best 3PL service provider. To implement this idea in practice, we conduct an empirical case study on four companies providing 3PL services in Korea. The results indicate that Responsiveness out of the five service quality dimensions is the most important factor in the perception of 3PL customers.

  14. The management of health care service quality. A physician perspective.

    Science.gov (United States)

    Bobocea, L; Gheorghe, I R; Spiridon, St; Gheorghe, C M; Purcarea, V L

    2016-01-01

    Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted in fields such as brokerage and banking, experts concluded that the SERVQUAL scale should be modified depending on the specific context. Moreover, the SERVQUAL scale focused on the consumer's perspective regarding service quality. While service quality was measured with the help of SERVQUAL scale, other experts identified a structure-process-outcome design, which, they thought, would be more suitable for health care services. This approach highlights a different perspective on investigating the service quality, namely, the physician's perspective. Further, we believe that the Seven Prong Model for Improving Service Quality has been adopted in order to effectively measure the health care service in a Romanian context from a physician's perspective.

  15. Investigation of Service Quality of Measurement Reference Points for the Internet Services on Mobile Networks

    Science.gov (United States)

    Lipenbergs, E.; Bobrovs, Vj.; Ivanovs, G.

    2016-10-01

    To ensure that end-users and consumers have access to comprehensive, comparable and user-friendly information regarding the Internet access service quality, it is necessary to implement and regularly renew a set of legislative regulatory acts and to provide monitoring of the quality of Internet access services regarding the current European Regulatory Framework. The actual situation regarding the quality of service monitoring solutions in different European countries depends on national regulatory initiatives and public awareness. The service monitoring solutions are implemented using different measurement methodologies and tools. The paper investigates the practical implementations for developing a harmonising approach to quality monitoring in order to obtain objective information on the quality of Internet access services on mobile networks.

  16. Quality Is Key--The Impact of Community Service, Community Service Quality, and Reflection on Adolescents' Volunteering Intentions

    Science.gov (United States)

    van Goethem, Anne A. J.; van Hoof, Anne; Orobio de Castro, Bram; van Aken, Marcel A. G.

    2014-01-01

    This study examined the effect of community service program-quality on changes in adolescents' intentions to volunteer. Based on the literature, volunteering intentions were expected to increase by programs with high quality community service activities (e.g., instructive activities) and educational activities including reflection. Adolescents (N=…

  17. EVALUATION OF QUALITY CATERING SERVICES AS A FACTOR

    Directory of Open Access Journals (Sweden)

    Ewa Cieślik

    2014-09-01

    Full Text Available The aim of this study was to assess the impact of quality catering services on the increase of consumers’ confidence. The survey data were collected among 200 inhabitants of the district town of the province of Silesia taking into account their gender, age and occupational status. The research tool was the authoring questionnaire. The scope of the research included the quality of catering services, including customer service, and the level of customer satisfaction and know why the use of catering services. The results indicate a close correlation between the quality of catering services (cleanliness of premises, interior design, appearance / hygiene service staff and customers’ satisfaction. The majority of the respondents seldom use the food service and catering establishments; they choose affordable business premises, mostly fast food. Then, their attention is paid to their own tastes and prices, of the offered dishes. For the polled a very important criterion for choosing a place is the service staff of the establishment (manners, hygiene, appearance. The quality of catering services is very important for the customers, as it determines the choice of the catering facility and increases consumers’ loyalty in the institution.

  18. RESEARCH OF EXPECTED AND PERCEIVED SERVICE QUALITY IN HOTEL MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Milan Bradić

    2011-06-01

    Full Text Available The paper examines the concept and measurement of quality of service in the hotel sector. The ratings of guests’ expectations and calculations of SERVQUAL gap (discrepancies between expectations and perceptions, has been the most reliable method in estimating the precise diagnosis of quality deficiency. The findings of questionnaire research aimed at measuring the service quality in spa hotels are presented in this paper. The research was conducted in hotels of the third category (three-star hotels which are located in the most visited spa centers in Serbia: Vrnjačka banja, Niška banja, Soko banja and Mataruška banja, during the months of September - November 2009. Service quality was measured with a model based on SERVQUAL model. The results may be important for providers of hotel services and contribute to the advancement of business through the adjustment of the product needs of hotel guests.

  19. Drivers of perceived service quality in selected informal grocery ...

    African Journals Online (AJOL)

    Driver of perceived service quality in selected informal grocery retail stores in ... Understanding and meeting customers' needs are essential for the success of ..... 1In developing the data-gathering instrument, an extensive literature review was.

  20. Management perception of service quality and customer satisfaction. Case: Concierge Service of the Bank X.

    OpenAIRE

    Pivovarova, Veronika

    2016-01-01

    This Bachelor’s thesis discusses the managerial view on the service quality and its relation to customer satisfaction in a case company. The objective of the study was to find ways to improve the service quality in the case department so that to strengthen its customers’ satisfaction. The study was implemented for a commissioning party Bank X and its Concierge Service department. The commissioning party is located in Saint Petersburg, Russia. The study comprises the theoretical background...

  1. QUALITY GROWTH AND EVALUATION OF PERFORMANCE OF LOCAL PUBLIC SERVICES

    Directory of Open Access Journals (Sweden)

    Remus Gherman

    2015-05-01

    Full Text Available Public sector reform aims to increase performance by improving its efficiency and effectiveness by improving the quality of services provided by public service in order to maximize individual welfare of citizens. The purpose of reform is to improve public services because they have to deal with uncertainties and rapid changes that take place in the internal environmental and external pressures. Public administration, in quality of service provider must make a series of efforts to ensure that citizens know their rights and public services on witch they can benefit taking into account the simplification of service delivery, a high quality of its, new administrative procedures for allocating resources in a transparent way and informing the citizens of standards of services and of the methods of compensation in case if the provided quality is different from that promised. Most important is the fact that the local government must realize that effectiveness involves defining objectives that must be achieved simultaneously with the estimation of the results obtained.

  2. Effective Quality-of-Service Renegotiating Schemes for Streaming Video

    Directory of Open Access Journals (Sweden)

    Song Hwangjun

    2004-01-01

    Full Text Available This paper presents effective quality-of-service renegotiating schemes for streaming video. The conventional network supporting quality of service generally allows a negotiation at a call setup. However, it is not efficient for the video application since the compressed video traffic is statistically nonstationary. Thus, we consider the network supporting quality-of-service renegotiations during the data transmission and study effective quality-of-service renegotiating schemes for streaming video. The token bucket model, whose parameters are token filling rate and token bucket size, is adopted for the video traffic model. The renegotiating time instants and the parameters are determined by analyzing the statistical information of compressed video traffic. In this paper, two renegotiating approaches, that is, fixed renegotiating interval case and variable renegotiating interval case, are examined. Finally, the experimental results are provided to show the performance of the proposed schemes.

  3. Factors Affecting Medical Service Quality.

    OpenAIRE

    Ali Mohammad Mosadeghrad

    2014-01-01

    A better understanding of factors influencing quality of medical service can pinpoint better strategies for quality assurance in medical services. This study aimed to identify factors affecting the quality of medical services provided by Iranian physicians.Exploratory in-depth individual interviews were conducted with sixty-four physicians working in various medical institutions in Iran.Individual, organizational and environmental factors enhance or inhibit the quality of medical services. Qu...

  4. Quality of family planning services in Northwest Ethiopia | Fantahun ...

    African Journals Online (AJOL)

    Ethiopian Journal of Health Development ... Background: The unmet need for family planning services in Ethiopia is believed to ... It is thus expected that an assessment and improvement of the quality of family planning services could enhance ... About 98.5% of the clients were not asked about STD risk and only 3.0% of the ...

  5. The exploration of service quality and its measurement for private ...

    African Journals Online (AJOL)

    Kirstam

    2014-09-01

    Sep 1, 2014 ... in South Africa, and this paper explores service quality in this context. .... 1This section briefly discusses the research problem, objectives and methods. Research ...... SERVQUAL scale', Journal of Retailing, 67(4): 420–450.

  6. The Students’ Viewpoint on Quality of Educational Services in Iran

    Science.gov (United States)

    Siamian, Hasan; Rostami, Farideh; Ghara, Aliasghar Nadi; Abedi, Ghassem

    2017-01-01

    Background: Recently, focusing on higher education quality has got increasingly critical. The novel managerial attitudes have defined the customer-demanded quality. Based on this, recognizing the receivers’ perception of the quality of the services offered and evaluating the quality of the service is considered of the basic measures taken in order to develop quality promotion programs. Therefore, this is a qualitative research conducted for students’ viewpoint on quality of educational services. Material and Methods: This qualitative study has been performed by the phenomenological method. The samples have been selected based on goal-oriented approach. In this qualitative research, the required data have been collected in two phases (90 individual interviews and 30 focus group discussions) at Mazandaran University of Medical Sciences during which the participants have conveyed their experiences and expectations encountering the educational quality topic. All the interviews have been recorded and implemented. The interviews analysis has been carried out simultaneously with the implementation and using theme analysis by Smith method. Results: According to the findings regarding the definition of quality, the students have emphasized two important aspects including “educational services standards by the teacher “and “the students’ satisfaction”. Thus the final education quality resulted from the students’ experiences and perception is this way: “Presenting the students educational services in class and out of class compatible with the educational services standards so that it results in the students’ satisfaction”. When a person views her/him-self rightful as a customer, whatever seems necessary to them appears like a requirement. Then regarding paying attention and reflecting on the customers’ perceived needs, it is possible to determine their expectations limit to some extent. Conclusion: Therefore, designing educational quality standards in

  7. The Histogram of requirements - quantification tool for tourism services. Study on quality catering services

    Directory of Open Access Journals (Sweden)

    Simona Cristina Martin

    2013-05-01

    Full Text Available Naturally, each company intends to increase its services quality, which is one of the most important ways to differentiate themselves from competitors.In services field, the definition of quality concept is a very difficult task, in comparison with the production of material goods because in the production of material goods we have rigorous available parameters, measurable, quantifiable, in order to express and evaluate the level of quality that can not be adapted to the measure quality services.Besides the price, the quality is the second element that provides competitive services. Service quality approach is relatively new (after 1990, but it led to profound changes in service delivery way and allowed overcoming traditional schemes used in this area. Quality has become in many cases a critical objective for organizations, which deal in terms of management. If the price of productivity, flexibility, quality were, once, opposed concepts, which are mutually exclusive, that could not be pursued simultaneously today, the way how addressed quality is, ensures also the achievement of other objectives.Although the service is a reality, when it is analyzed, it is used as an image that includes only certain discrete aspects, represented by its features.

  8. Perinatal staff perceptions of safety and quality in their service.

    Science.gov (United States)

    Sinni, Suzanne V; Wallace, Euan M; Cross, Wendy M

    2014-11-28

    Ensuring safe and appropriate service delivery is central to a high quality maternity service. With this in mind, over recent years much attention has been given to the development of evidence-based clinical guidelines, staff education and risk reporting systems. Less attention has been given to assessing staff perceptions of a service's safety and quality and what factors may influence that. In this study we set out to assess staff perceptions of safety and quality of a maternity service and to explore potential influences on service safety. The study was undertaken within a new low risk metropolitan maternity service in Victoria, Australia with a staffing profile comprising midwives (including students), neonatal nurses, specialist obstetricians, junior medical staff and clerical staff. In depth open-ended interviews using a semi-structured questionnaire were conducted with 23 staff involved in the delivery of perinatal care, including doctors, midwives, nurses, nursing and midwifery students, and clerical staff. Data were analyzed using naturalistic interpretive inquiry to identify emergent themes. Staff unanimously reported that there were robust systems and processes in place to maintain safety and quality. Three major themes were apparent: (1) clinical governance, (2) dominance of midwives, (3) inter-professional relationships. Overall, there was a strong sense that, at least in this midwifery-led service, midwives had the greatest opportunity to be an influence, both positively and negatively, on the safe delivery of perinatal care. The importance of understanding team dynamics, particularly mutual respect, trust and staff cohesion, were identified as key issues for potential future service improvement. Senior staff, particularly midwives and neonatal nurses, play central roles in shaping team behaviors and attitudes that may affect the safety and quality of service delivery. We suggest that strategies targeting senior staff to enhance their performance in

  9. Business Students' Perception of University Library Service Quality and Satisfaction

    Science.gov (United States)

    Hsu, Maxwell K.; Cummings, Richard G.; Wang, Stephen W.

    2014-01-01

    The main purpose of this study is to examine the college students' perception of library services, and to what extent the quality of library services influences students' satisfaction. The findings depict the relationship between academic libraries and their users in today's digital world and identify critical factors that may sustain a viable…

  10. An ontology framework for quality of geographic information services

    NARCIS (Netherlands)

    Onchaga, R.; Widya, I.A.; Morales Guarin, J.M.; Nieuwenhuis, Lambertus Johannes Maria; Aref, W.G.; Mokbel, F.; Samet, H.; Schneider, M.; Shahabi, C.; Wolfson, O.

    2008-01-01

    In recent years, there has been much research on ontologies for geographic information (GI) services. But to date, focus has been on semantics of data and operations. Much less attention has been given to semantics of quality of GI services. In addressing this gap, this paper proposes an ontology

  11. Service quality of hospital outpatient departments: patients' perspective.

    Science.gov (United States)

    Zarei, Ehsan

    2015-01-01

    Assessment of patient perceptions of health service quality as an important element in quality assessments has attracted much attention in recent years. The purpose of this paper is to assess the service quality of hospital outpatient departments affiliated to Shahid Beheshti University of Medical Sciences from the patients' perspective. This cross-sectional study was conducted in 2014 in Tehran, Iran. The study samples included 500 patients who were selected by multi-stage random sampling from four hospitals. The data collection instrument was a questionnaire consisting of 50 items, and the validity and reliability of the questionnaire were confirmed. For data analysis, exploratory and confirmatory factor analysis, Friedman test, and descriptive statistics were used through LISREL 8.54 and SPSS 18 applications. Eight significant factors were extracted for outpatient service quality, which explained about 67 per cent of the total variance. Physician consultation, information provided to the patient, and the physical environment of the clinic were the three determining factors of the quality of outpatient services. The highest and lowest perceptions were related to physician consultation and perceived waiting time dimension, respectively. The mean score of patients' perception of outpatient service quality was 3.89 (±0.60). About 59.5 per cent of patients assessed the quality of outpatient services as good, 38.2 per cent as moderate, and 2.3 per cent as poor. Practical implications - The instrument developed for this study is valid and reliable, and it can help hospital managers to identify the areas needing improvement and correction. According to the findings of this study, the majority of patients had a positive experience with outpatient departments of teaching hospitals, and the services provided in these centres were of adequate quality, based on patient assessments.

  12. The analysis of the relationship among perceived electronic service quality, total service quality and total satisfaction in Banking sector

    Directory of Open Access Journals (Sweden)

    Aydın Kayabaşı

    2013-09-01

    Full Text Available In order to competitive and survive, businesses have to understand customers’ wants and desires. Today, banks are the cornerstone of finance sector and electronic banking services are becoming increasingly important in all areas. In accordance with this importance, banks should give much attention to enhance efficiency of these services. Service quality can be measured with the help of the servperf, servqual and e-s-qual scales. The aim of the current study is to investigate the structural relationships among electronic service quality, total service quality and total satisfaction by testing a structural model. The current study utilized a survey design. The data was collected from 223 participants in Turkey using a structured questionnaire which was derived from literature. Since there was no list available, convenient sampling method was used. The data at hand was analysed using the structural equation modelling (SEM, specifically Lisrel version 8.7. When the results are investigated, it can be said that the model is statistically significant. The goodness of fit indices of the revised model indicate adequate fit. All of the hypotheses except H1 and H3 were verified. A high level positive correlation was identified between the perception of total service quality and the perception of total satisfaction. The variables responsiveness, ease of use, product portfolio and security, which are the dimensions of e-service quality, affect total service quality perception and total satisfaction perception in parallel with the literature. Responsiveness and security are the dimensions which have the highest effect on e-service quality perception. Also total service quality perception affects highly total satisfaction perception.

  13. Service Quality Evaluation and Ranking of Container Terminal Operators

    Directory of Open Access Journals (Sweden)

    Jafar Sayareh

    2016-12-01

    Full Text Available In the service industry, the regular assessment of service quality is considered as a means of promoting the quality of services. Container market is no exception, and the quality of providing service in a container terminal is of prime importance in attracting new customers and maintaining the existing ones. The main aim of present research is to evaluate the quality of service being offered at Shahid Rajaee Container Terminal (SRCT in Bandar Abbas port. The evaluation process uses SERVQUAL model which is an appropriate tool for measuring the service quality, identifying and analyzing available gaps between service expectations and perceptions. Target population in this research includes customers of SRCT. The standard and customized questionnaires were distributed among 165 samples, out of which 127 (77% were returned. For the purpose of data analyses, initially the reliability of SERVQUAL model was checked, and then paired sample t-test was performed to reveal any possible gap between expectations and perceptions of respondents. Finally, TOPSIS was used to rank the 9 main container service companies in the SRCT. The results indicated that there are significant gaps between customers’ expectations and perceptions in SRCT, in all five dimensions of services quality. Additionally, from weighing point of view, ‘Tangibles’ was the most important dimension, followed by ‘Reliability’, ‘Assurance’, ‘Responsiveness’ and ‘Empathy’. In addition, ‘Tangibles’ dimension had maximum gap and ‘Empathy’ dimension had minimum gap between customers’ expectations and perceptions. Finally, after ranking companies, BandarAbbas Aria Container Terminal (BACT Company was ranked first among nine companies in satisfying customers’ expectations.

  14. The influence of service quality and patients' emotions on satisfaction.

    Science.gov (United States)

    Vinagre, Maria Helena; Neves, José

    2008-01-01

    The purpose of this research is to develop and empirically test a model to examine the major factors affecting patients' satisfaction that depict and estimate the relationships between service quality, patient's emotions, expectations and involvement. The approach was tested using structural equation modeling, with a sample of 317 patients from six Portuguese public healthcare centres, using a revised SERVQUAL scale for service quality evaluation and an adapted DESII scale for assessing patient emotions. The scales used to evaluate service quality and emotional experience appears valid. The results support process complexity that leads to health service satisfaction, which involves diverse phenomena within the cognitive and emotional domain, revealing that all the predictors have a significant effect on satisfaction. The emotions inventory, although showing good internal consistency, might be enlarged to other typologies in further research--needed to confirm these findings. Patient's satisfaction mechanisms are important for improving service quality. The research shows empirical evidence about the effect of both patient's emotions and service quality on satisfaction with healthcare services. Findings also provide a model that includes valid and reliable measures.

  15. THE IMPACT OF BANKING SERVICES QUALITY ON CREDIT INSTITUTIONS

    Directory of Open Access Journals (Sweden)

    Dinculescu Elena-Silvia

    2011-09-01

    Full Text Available Taking into account the increasing competition between commercial Romanian banks, there is a real problem to come up with new clients or to preserve the old ones. Quality management banking perspective is extremely interesting, from the point of view of the activities specific, and of the permanent area competition imposement. Banks being aware of the quality problems also lead to the appearance and requirement of some area working standards. Standards imposing and issuing together with the performance measure system are to be the main elements of a quality programme. The general aim of this study is to offer a practical perspective on the quality of services in order to reinforce certain concepts such as: typology (technical quality versus functional quality, the dimensions and the evaluation of quality. By analyzing the dimensions of quality, the measurement modalities and their improvement, the present research offers instruments for understanding the significance of this „irreproachable service”.

  16. Signal Quality and Service Quality: A Study of Local and International MBA Programs in Vietnam

    Science.gov (United States)

    Nguyen, Tho D.

    2009-01-01

    Purpose: Although it is well known that firms can use signals to inform consumers about the unobservable aspect of their products or services in a market where asymmetric information exists, research on the relationship between signal quality and service quality is largely ignored. The purpose of this study is to investigate the role of signal…

  17. Signal Quality and Service Quality: A Study of Local and International MBA Programs in Vietnam

    Science.gov (United States)

    Nguyen, Tho D.

    2009-01-01

    Purpose: Although it is well known that firms can use signals to inform consumers about the unobservable aspect of their products or services in a market where asymmetric information exists, research on the relationship between signal quality and service quality is largely ignored. The purpose of this study is to investigate the role of signal…

  18. The Quality of Work in the Belgian Service Voucher System.

    Science.gov (United States)

    Mousaid, Sarah; Huegaerts, Kelly; Bosmans, Kim; Julià, Mireia; Benach, Joan; Vanroelen, Christophe

    2017-01-01

    Several European countries implemented initiatives to boost the growth of the domestic cleaning sector. Few studies investigated the quality of work in these initiatives, although effects on workers' health and on social health inequalities can be expected. This study contributes to the scant research on this subject, by investigating the quality of work in the Belgian service voucher system - a subsidized system for domestic work. The applied research methodology includes a qualitative content analysis of parliamentary debates, legislation and previous research about the service voucher system and of 40 in-depth interviews with service voucher workers. The study shows that the legal framework that regulates the system must be further enhanced in order to improve the quality of work in the service voucher system. In addition, the actors involved must be better controlled, and sanctioned in case of non-compliance with legislation. © The Author(s) 2016.

  19. Assessing service quality satisfying the expectations of library customers

    CERN Document Server

    Hernon, Peter; Dugan, Robert

    2015-01-01

    Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

  20. Determinants of Customer Satisfaction and Service Quality-The Case of Romanian Public Services-

    Directory of Open Access Journals (Sweden)

    Horia Mihai RABOCA

    2006-02-01

    Full Text Available The present study portrays customer satisfaction and service quality as a multidimensional construct and investigates the link between customer satisfaction determinants and service quality determinants. Based on arguments that customer satisfaction should be operationalized along the same determinants/factors and dimensions (and the corresponding items on which service quality is operationalized, the results of study indicate that the two constructs are indeed independent but closely related, implying that an increase in one is likely to lead to an increase in another.

  1. A Method for Assessing Quality of Service in Broadband Networks

    DEFF Research Database (Denmark)

    Bujlow, Tomasz; Riaz, M. Tahir; Pedersen, Jens Myrup

    2012-01-01

    Monitoring of Quality of Service (QoS) in high-speed Internet infrastructure is a challenging task. However, precise assessments must take into account the fact that the requirements for the given quality level are service-dependent. Backbone QoS monitoring and analysis requires processing of large...... taken from the description of system sockets. This paper proposes a new method for measuring the Quality of Service (QoS) level in broadband networks, based on our Volunteer-Based System for collecting the training data, Machine Learning Algorithms for generating the classification rules and application...... and provide C5.0 high-quality training data, divided into groups corresponding to different types of applications. It was found that currently existing means of collecting data (classification by ports, Deep Packet Inspection, statistical classification, public data sources) are not sufficient and they do...

  2. Data Quality Screening Service

    Science.gov (United States)

    Strub, Richard; Lynnes, Christopher; Hearty, Thomas; Won, Young-In; Fox, Peter; Zednik, Stephan

    2013-01-01

    A report describes the Data Quality Screening Service (DQSS), which is designed to help automate the filtering of remote sensing data on behalf of science users. Whereas this process often involves much research through quality documents followed by laborious coding, the DQSS is a Web Service that provides data users with data pre-filtered to their particular criteria, while at the same time guiding the user with filtering recommendations of the cognizant data experts. The DQSS design is based on a formal semantic Web ontology that describes data fields and the quality fields for applying quality control within a data product. The accompanying code base handles several remote sensing datasets and quality control schemes for data products stored in Hierarchical Data Format (HDF), a common format for NASA remote sensing data. Together, the ontology and code support a variety of quality control schemes through the implementation of the Boolean expression with simple, reusable conditional expressions as operands. Additional datasets are added to the DQSS simply by registering instances in the ontology if they follow a quality scheme that is already modeled in the ontology. New quality schemes are added by extending the ontology and adding code for each new scheme.

  3. Monitoring the Quality of Services in Electronic Banking

    Directory of Open Access Journals (Sweden)

    Jovovic Radislav

    2016-09-01

    Full Text Available Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality of e-banking services but they must be adjusted to the specific environment that is analysed in order to obtain reliable and quality information. The qualitative and quantitative research methods are applied in this paper in order to a get adjusted theoretical model (instrument for measuring the quality of electronic banking services. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument for measuring quality of online banking allows obtaining reliable data, and information in the particular environment. And the results are: significant information about the quality of e-banking, modified theoretical model, information about the dimensions of quality of e-banking, customer satisfaction, and pathways and guidelines for the improvement of e-banking. The measuring of quality of electronic banking services in not one time activity but repeated one, as permanent monitoring strategy. This research is widely applicable even though it was conducted in the context of Montenegrin e-banking, since most of the banks in Montenegro are owned by well-known European banks, and it is expected that the obtained knowledge and information can be generalized.

  4. A Framework to Enhance Quality of Service for Content Delivery Network Using Web Services: A Review

    Directory of Open Access Journals (Sweden)

    K.Manivannan

    2011-09-01

    Full Text Available Content Delivery Networks (CDNs is anticipated to provide better performance delivery of content in internet through worldwide coverage, which would be a fence for new content delivery network providers. The appearance of Web as a omnipresent media for sharing content and services has led to the rapid growth of the Internet. At the same time, the number of users accessing Web-based content and services are growing exponentially. This has placed a heavy demand on Internet bandwidth and Web systems hosting content and application services. As a result, many Web sites are unable to manage this demand and offer their services in a timely manner. Content Delivery Networks (CDNs have emerged to overcome these limitations by offering infrastructure and mechanisms to deliver content and services in a scalable manner, and enhancing users Web experience. The planned research provides a framework designed to enhance QoS of Web service processes for real time servicing. QoS parameters of various domains can be combined to provide differentiated services, and allocating dynamically available resources in the midst of customers while delivering high-quality real time multimedia content. While accessing the service by a customer, it is possible to adapt real time streams to vastly changeable network conditions to give suitable quality in spite of factors upsetting Quality of service. To reach these intentions, adaptive web service processes to supply more information for determining the quality and size of the delivered object. The framework includes a section for QoS monitoring and adaptation and QoS faults prediction possibility and convalesce actions in case of failure. The aim of this research is to encourage research about quality of composite services in service-oriented architectures with security measures.

  5. Quantifying the quality of service of streaming media in differentiated services networks

    NARCIS (Netherlands)

    Agrawal, D.K.; Kleiberg, T.; Papp, S.; Kooij, R.E.; Mieghem, P. van

    2007-01-01

    Quality of Service (QoS) support in the current internet is indispensable because of QoS-sensitive real-time applications such as Voice-over-IP, IP-TV, video conferencing, online gaming etc. Since the introduction of the Differentiated Services (Diff-Serv) architecture there has been considerable

  6. Quantifying the Quality of Service of Streaming Media in Differentiated Services Networks

    NARCIS (Netherlands)

    Agrawal, D.K.; Kleiberg, T.; Papp, S.; Kooij, R.E.; Van Mieghem, P.

    2007-01-01

    Quality of Service (QoS) support in the current internet is indispensable because of QoS-sensitive real-time applications such as Voice-over-IP, IP-TV, video conferencing, online gaming etc. Since the introduction of the Differentiated Services (Diff-Serv) architecture there has been considerable

  7. Quantifying the quality of service of streaming media in differentiated services networks

    NARCIS (Netherlands)

    Agrawal, D.K.; Kleiberg, T.; Papp, S.; Kooij, R.E.; Mieghem, P. van

    2007-01-01

    Quality of Service (QoS) support in the current internet is indispensable because of QoS-sensitive real-time applications such as Voice-over-IP, IP-TV, video conferencing, online gaming etc. Since the introduction of the Differentiated Services (Diff-Serv) architecture there has been considerable wo

  8. Quantifying the Quality of Service of Streaming Media in Differentiated Services Networks

    NARCIS (Netherlands)

    Agrawal, D.K.; Kleiberg, T.; Papp, S.; Kooij, R.E.; Van Mieghem, P.

    2007-01-01

    Quality of Service (QoS) support in the current internet is indispensable because of QoS-sensitive real-time applications such as Voice-over-IP, IP-TV, video conferencing, online gaming etc. Since the introduction of the Differentiated Services (Diff-Serv) architecture there has been considerable wo

  9. Service quality of private hospitals: The Iranian Patients' perspective

    Directory of Open Access Journals (Sweden)

    Zarei Asghar

    2012-02-01

    Full Text Available Abstract Background Highly competitive market in the private hospital industry has caused increasing pressure on them to provide services with higher quality. The aim of this study was to determine the different dimensions of the service quality in the private hospitals of Iran and evaluating the service quality from the patients' perspective. Methods A cross-sectional study was conducted between October and November 2010 in Tehran, Iran. The study sample was composed of 983 patients randomly selected from 8 private general hospitals. The study questionnaire was the SERVQUAL questionnaire, consisting of 21 items in service quality dimensions. Results The result of factor analysis revealed 3 factors, explaining 69% of the total variance. The total mean score of patients' expectation and perception was 4.91(SD = 0.2 and 4.02(SD = 0.6, respectively. The highest expectation and perception related to the tangibles dimension and the lowest expectation and perception related to the empathy dimension. The differences between perception and expectation were significant (p Conclusion The results showed that SERVQUAL is a valid, reliable, and flexible instrument to monitor and measure the quality of the services in private hospitals of Iran. Our findings clarified the importance of creating a strong relationship between patients and the hospital practitioners/personnel and the need for hospital staff to be responsive, credible, and empathetic when dealing with patients.

  10. Impact of Service Quality of House Wedding Events on the Service Value and Satisfaction

    Directory of Open Access Journals (Sweden)

    Kim Soungyeon

    2014-01-01

    Full Text Available With the current popularity of the newly emerged house wedding events (HWE, this study aims to investigate the impact of service quality of house wedding events on service value and satisfaction of customers. Based on literature review, two main components of HWE service quality attributes were selected: physical service and human service. For service value, three components were chosen: social, aesthetic, and monetary value. The study conducted self-administered questionnaire survey from July 1st to August 31st 2013 targeting 300 male and female over age 20 with experiences of participating in HWE held in Seoul metropolitan areas. The final valid samples were 267 copies. Frequency analysis, exploratory factor analysis, reliability analysis and regression analysis were conducted on the collected data. The result of this study showed a significant positive impact of HWE’s service quality, which in turn influence satisfaction. In addition, the study found the direct impact of HWE’s service quality on customer satisfaction. Based on the results, this study also discussed practical implications.

  11. Measures to improve the quality of hotel services

    Directory of Open Access Journals (Sweden)

    Anca MADAR

    2017-07-01

    Full Text Available This article aims to exemplify how, starting from the evaluation of customer satisfaction on service quality, the hotel units’ management, can apply different measures and strategies to improve it. To achieve the target, a marketing research survey is conducted based on a sample of 120 customers of Hotel „Kronwell” at the end of 2013. After analysing customer’ responses a series of measures have been taken to improve the quality of services offered by this hotel, then at the end of 2015 a new research was achieved, based on the same questionnaire. The results of this research highlight the increasing of customer satisfaction as a result of improving the quality of hotel services, supported by growth in net profit, turnover and decrease of employees’ number.

  12. Quality Service Evaluation through the System of Complaints and Praise

    Directory of Open Access Journals (Sweden)

    Elizabeta Krstić Vukelja

    2014-01-01

    Full Text Available Complaint, as the expression of customer dissatisfaction with the quality of products or services, is very valuable information. Well-built system for collecting, processing and analysis of complaints allows organizations to create the information base for making decisions based on facts. This data base provides an effective adoption and implementation of measures for continuous improvement of products/services quality. To make the system work effectively, it is necessary to continuously use the same methodology for collecting and processing complaints to be able constant comparisons from period to period. Greater investment in quality of products/services does not mean reducing the number of complaints in the same time due to the effects of the phenomenon of “unrealistic expectations”. In addition to complaints, a valuable source of information on customer satisfaction is the system of praise.

  13. Academic Service Quality and Instructional Quality.

    Science.gov (United States)

    Greiner, Keith; Westbrook, Thomas S.

    2002-01-01

    Examined the relationship between academic service quality and instructional quality in higher education. Found a high correlation between academic service and instructional quality, with academic service overlapping instructional quality in three dimensions: enthusiasm, organization, and rapport. (EV)

  14. Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

    Directory of Open Access Journals (Sweden)

    Farzana Quoquab

    2016-02-01

    Full Text Available The objective of this study is to examine the effects of consumer innovativeness, service quality, service switching costs and service satisfaction on service loyalty among mobile phone service users. A cross sectional survey was employed which yielded 535 responses. Structural equation modelling using the AMOS version 2.0 was utilized to test study the hypotheses. Test results reveal that service satisfaction, service switching costs and service quality are the three antecedents that directly influence service loyalty. However, consumer innovativeness does not have any direct effect on service loyalty. Moreover, service satisfaction is found to be a partial mediator between ‘service quality’ and ‘service loyalty’. Findings from this study will develop insights to enable policy-makers, managers and marketers to better strategize and effectively implement loyalty programs and prevent their customers from switching. This will enhance value creation for both their users and for the industry.

  15. QUALITY AND WELL-BEING IN SERVICE ORGANIZATIONS: THE ROLE OF SERVICE CLIMATE AND ORGANIZATIONAL JUSTICE

    Directory of Open Access Journals (Sweden)

    Vicente Martínez-Tur

    2014-05-01

    Full Text Available This paper reviews the progress in the line of research on Service Organizations at IDOCAL (Research Institute on Personnel Psychology, Organizational Development, and Quality of Working Life, University of Valencia, and its integration with international research efforts. The investigation we have carried out has as a common general objective the compatibility of the well-being and performance of workers (the latter in terms of service quality to users, in accordance with the strategy of the European Union to end the crisis. The main topics covered are service quality, service climate, well-being, and organizational justice. In general, our indings indicate the existence of positive synergies between well-being and performance in the service sector.

  16. Determinants of satisfaction with campus transportation services: Implications for service quality

    Directory of Open Access Journals (Sweden)

    Felix Charbatzadeh

    2016-01-01

    Full Text Available Background: In a number of countries, buses are a critical element of public transportation, providing the most inclusive and sustainable mode of transportation to all forms of citizenry, including staff and students of universities.Objectives: The study examines the determinants of satisfaction with campus bus transportation. The article is primarily discursive and based on the synthesis of existing service literature supported by data obtained from a survey of 847 respondents.Method: Structural equation modelling is undertaken using AMOS 19, allowing for the examination of compound relationships between service engagement variables.Results: Results show statistically significant differences between perceived service quality and travel routes. The authors argue that managerial attention to service user experiences does not only hold the key to ongoing competitive success in campus transportation services but also that those services can be significantly enriched through greater managerial attention to the interface between risk of financial loss (which increases when the campus bus transportation service provider becomes less able to compete and service quality.Conclusion: The authors argue that if providers of campus bus transportation services are to rise to their service delivery challenges and also maintain or improve upon their market positions, they must conceptualise their services in a manner that takes into consideration the two-way interrelationship between risk of financial loss and service quality. It must also be noted that, although this study may have relevance for firm–firm scenarios, its focus is primarily on service supplier firm–customer service engagements.Keywords: Modelling; Transportation; Service

  17. ASPECTS OF SERVICE QUALITY AND ECOLABELLING OF ROMANIAN LODGING SERVICES

    OpenAIRE

    Tomescu Ada Mirela

    2011-01-01

    Tourism has a significant environmental, economic and socio-cultural impact, which makes it important for environmental initiatives.The Rio Earth Summit (1992) was a milestone for these initiatives, having introduced the concept of sustainable development, its major principles and recommendations of implementation. So, the ecological movement grew globally more and more by widely disseminated actions among various bodies as the governments, associations, businesses, academics, NGOs and commun...

  18. The structure of service quality perceptions for multiple-encounter services.

    Science.gov (United States)

    Andaleeb, Syed Saad; Kara, Ali

    2013-01-01

    The objective of this study was to examine a complex service environment-hospitals-to suggest how service quality could be reframed and measured for multiple-encounter service situations more effectively. In this cross-sectional study, a sample of 371 patients completed the survey instrument. Service quality measures were guided by the literature but allowed to flow from the respondents at the preliminary stage. Confirmatory factor analysis, along with structural equation modeling, was used to test the hypothesized relationships among key actors' performance metrics (KAPMs). Patient satisfaction is significantly influenced by perceived service quality based on KAPMs. For multiple-encounter services, service quality dimensions and measures ought to be tied to KAPMs. Primary actors-ie, doctors-need knowledge and skills about patient psychology, negotiation, handling difficult patients, and, importantly, "putting the customer first." Sensitivity training on such matters should be provided. The secondary actors are the nurses who have more frequent contact with the patients. Nurses need to be perceived as "patient advocates." Effective advocacy begins with prompt and caring services to build trust. The tertiary actors in their support role also ought to be integrated into becoming vital part of the service provided.

  19. Variations in the service quality of medical practices.

    Science.gov (United States)

    Ly, Dan P; Glied, Sherry A

    2013-11-01

    To examine regional variation in the service quality of physician practices and to assess the association of this variation with the supply and organization of physicians. Secondary analyses of the Community Tracking Study (CTS) household and physician surveys. A total of 40,339 individuals who had seen a primary care physician because of an illness or injury and 17,345 generalist physicians across 4 survey time periods in 60 CTS sites were included. Service quality measures used were lag between making an appointment and seeing a physician, and wait time at the physician's office. Our supply measure was the physician-to-population ratio. Our organizational measure was the percentage of physicians in group practices. Multivariate regressions were performed to examine the relationship between service quality and the supply and organization of physicians. There was substantial variation in the service quality of physician visits across the country. For example, in 2003, the average wait time to see a doctor was 16 minutes in Milwaukee but more than 41 minutes in Miami; the average appointment lag for a sick visit in 2003 was 1.2 days in west-central Alabama but almost 6 days in Northwestern Washington. Service quality was not associated with the primary care physician-to-population ratio and had varying associations with the organization of practices. Cross-site variation in service quality of care in primary care has been large, persistent, and associated with the organization of practices. Areas with higher primary care physician-to-population ratios had longer, not shorter, appointment lags.

  20. SEQUenCE: a service user-centred quality of care instrument for mental health services.

    Science.gov (United States)

    Hester, Lorraine; O'Doherty, Lorna Jane; Schnittger, Rebecca; Skelly, Niamh; O'Donnell, Muireann; Butterly, Lisa; Browne, Robert; Frorath, Charlotte; Morgan, Craig; McLoughlin, Declan M; Fearon, Paul

    2015-08-01

    To develop a quality of care instrument that is grounded in the service user perspective and validate it in a mental health service. The instrument (SEQUenCE (SErvice user QUality of CarE)) was developed through analysis of focus group data and clinical practice guidelines, and refined through field-testing and psychometric analyses. All participants were attending an independent mental health service in Ireland. Participants had a diagnosis of bipolar affective disorder (BPAD) or a psychotic disorder. Twenty-nine service users participated in six focus group interviews. Seventy-one service users participated in field-testing: 10 judged the face validity of an initial 61-item instrument; 28 completed a revised 52-item instrument from which 12 items were removed following test-retest and convergent validity analyses; 33 completed the resulting 40-item instrument. Test-retest reliability, internal consistency and convergent validity of the instrument. The final instrument showed acceptable test-retest reliability at 5-7 days (r = 0.65; P Service Satisfaction Scale (r = 0.84, P service user perspective and suitable for routine use. It may serve as a useful tool in individual care planning, service evaluation and research. The instrument was developed and validated with service users with a diagnosis of either BPAD or a psychotic disorder; it does not yet have established external validity for other diagnostic groups. © The Author 2015. Published by Oxford University Press in association with the International Society for Quality in Health Care; all rights reserved.

  1. Operationalisation of service quality in household waste collection.

    Science.gov (United States)

    Schulte, Nico Alexander; Gellenbeck, Klaus; Nelles, Michael

    2017-03-06

    Since 2007, there has been intensive discussion at European and national levels concerning the standardisation of services including those in the sector of waste management. The drafts of the European standard prEN 16250 and the German preliminary standard DIN SPEC 1108 are intended to establish a uniform definition of corresponding services and their (minimum) service levels. Their binding application in practice requires that systematic inspections be provided to ascertain to what degree a service has been carried out as agreed upon. However, both standardisation projects give only a few examples of potential quality characteristics and offer no concrete information concerning methods of measurement. Because intersectoral or cross-service quality inspections do not exist, there is a need for the development of specific quality inspections. The study introduced in this article examines the question of how the service quality of door-to-door waste collection can be systematically measured. To this end, the quality concept applied to the process of waste collection was first concretised and then operationalised using indicators. Based upon this, the methods of the quality inspections were developed and subjected to a trial of their applicability in a German waste management company. The methods for measuring and evaluating take into account, in addition to the different boundary conditions of collection, also the possible customer influence on the collection process and consequently on the service performed by the collection crew. In order to avoid time- and therefore cost-intensive exhaustive surveys, a multilevel random-controlled selection of survey units was developed, too. Based on the analysis of the measurement data, it was possible to determine specific time requirement values for the regular performance of the data surveys, as well as minimum sample sizes as a function of the number of container locations of the waste collection tours. On the basis of this

  2. Assessment of Quality of Service of Virtual Knowledge Communities

    Institute of Scientific and Technical Information of China (English)

    LA Juan-juan; JIANG Ge-fu; YIN Liang-kui

    2008-01-01

    An assessment method for the quality of service (QoS) of virtual knowledge communities (VKC) is proposed based on fuzzy theory and analytic hierarchy process (AHP). The QoS is evaluated in terms of Website design, reliability, responsiveness, trust,personalization, and information quality. The cognitive QoS and the QoS evaluated by assessors are compared to analyze which QoS of the VKC should be improved urgently and which indicators keep leading positions, and to assist administrators of the VKC on measuring and understanding current status and implementation effect of the QoS.

  3. THE ROLE OF QUALITY ASSURANCE IN ROMANIAN BALNEOTHERAPEUTIC TOURISM SERVICES

    OpenAIRE

    Elena G. CONDREA; Anca Cristina STANCIU; Mihaela CONSTANDACHE

    2014-01-01

    Successfully implementing and maintaining a quality management system in tourism facilities in which you can practice balneotherapeutic tourism can contribute to tourism development especially in the coastal and mountain area (but also in other areas that enjoy the presence of balneotherapeutic tourism establishments), thus creating the conditions for a Romanian tourism focused on providing quality services at international standards for the benefit of both foreign tourists and the Romanians....

  4. Quality of service in optical packet switched networks

    CERN Document Server

    Rahbar, Akbar G

    2015-01-01

    This book is a comprehensive study on OPS networks, its architectures, and developed techniques for improving its quality of switching and managing quality of service.  The book includes: Introduction to OPS networks, OOFDM networks, GMPLS-enabled optical networks, QoS in OPS networks Hybrid contention avoidance/resolution schemes in both long-haul and metro optical networks Hybrid optical switching schemes

  5. Existing and Expected Service Quality of Grameenphone Users in Bangladesh

    Directory of Open Access Journals (Sweden)

    Azmat Ullah

    2015-12-01

    Full Text Available The Grameenphone (GP is a market leader in the telecommunication industry in Bangladesh. This study investigates the existing and expected service quality of Grameenphone users in Bangladesh. The Study reveals that there are significant gap between existing and expected perceived service network, 3G, customer care, physical facilities, billing cost, information service, mobile banking and GP offers. The study concludes that customer satisfaction is a dynamic phenomenon. Maintaining desired level of customer satisfaction requires corporate proactive responsiveness in accessing, building & retaining satisfied customers for sustainable competitive advantages in the marketplace.

  6. Identifying Shortcomings in the Measurement of Service Quality.

    Science.gov (United States)

    Fogarty, Gerard; Catts, R.; Forlin, C.

    2000-01-01

    Studied the use of SERVPEFR the performance component of the Service Quality Scale (SERVQUAL) in 2 studies involving 113 and 212 customers of businesses in Australia and investigated a revised (extended) version of SERVPEFR with 122 customers. Results suggest that SERVPEFR items are too easy to rate highly, and that the revisions did not overcome…

  7. Multiple service use: the impact of consistency in service quality for vulnerable youth.

    Science.gov (United States)

    Sanders, Jackie; Munford, Robyn; Liebenberg, Linda; Ungar, Michael

    2014-04-01

    Little is known about the way in which variations in service quality influence outcomes when youth are clients of more than one service system. This article reports on a study of 1,210 adolescents (aged 13-17 years), half were concurrent clients of two or more services and half were not involved in two or more services. Youth completed a self-report questionnaire administered by a trained interviewer. It was hypothesized that youth reporting two positive service experiences would report lower risks, higher resilience, and better outcomes than youth reporting inconsistent or two negative service experiences and that their resilience, risks, and outcomes would be similar to those of youth not involved in two or more services. MANCOVA was used to determine the relationship among service quality and resilience, risk, and outcomes with four covariates that assessed family and neighborhood environments, history of abuse and neglect, and chronic need. Results indicate that service quality had an effect on resilience, risks, and outcomes. These relationships were mediated quite strongly by the influence of the risks youth faced in their neighborhoods and to a lesser extent by the other three covariates. Of the three dependent variables, risk appeared to be the most consistently influenced by all the covariates, and it also differentiated service experience groups. Results point to the importance of services developing strategies to effectively address risks confronted by youth and also to ensure that when more than one service is involved with youth, consistency in service delivery is achieved. Copyright © 2013 Elsevier Ltd. All rights reserved.

  8. Short history of the theories regarding services quality

    Directory of Open Access Journals (Sweden)

    Delia POPESCU

    2009-12-01

    Full Text Available We could all observe how much has the importance of quality increased in every buyer’s life in the case of a product as well as in the case of a service. The term quality comes from the Latin “qualis”, which means “of the kind that” and it has been used as far back as the antiquity by the philosophers of the period, Cicero and Aristotle (Stanciu, 2005. The first standard related to quality control appeared in 1935 and it was called “Applying the statistical methods to the industrial standardization and to the industrial quality control”. After the Second World War, quality was approached more and more as a managerial function and in 1960 Japan chose the month of November to be the national month of quality, which, in a little while after that, transformed into the month of quality in the world. 1986 is the year in which the first international standard ISO 8402 appeared, standard concerning the terminology in the field of quality. Another important year is 1988 because in the United States of America, the “Malcom Baldrige” National Award for Quality was awarded to Motorola for the first time, due to the performances obtained in the field of quality. Nowadays, when the buyers’ and society’s exigencies are increasingly greater and the competition is much more ruthless, the following can be easily observed: quality has become “the strategic instrument of any company’s global management” because it is what can maintain its loyal customers and, at the same time, attract new buyers for the products or services offered by any company.

  9. Design of a Secure System Considering Quality of Service

    Directory of Open Access Journals (Sweden)

    Seondong Heo

    2014-11-01

    Full Text Available Improvements in networking technologies have provided users with useful information services. Such information services may bring convenience and efficiency, but might be accompanied by vulnerabilities to a variety of attacks. Therefore, a variety of research to enhance the security of the systems and get the services at the same time has been carried out. Especially, research on intrusion-tolerant systems (ITSs has been conducted in order to survive against every intrusion, rather than to detect and prevent them. In this paper, an ITS based on effective resource conversion (ERC is presented to achieve the goal of intrusion-tolerance. Instead of using the fixed number of virtual machines (VMs to process requests and recover as in conventional approaches, the ITS based on ERC can transform the assigned resources depending on the system status. This scheme is proved to maintain a certain level of quality of service (QoS and quality of security service (QoSS in threatening environments. The performance of ERC is compared with previous studies on ITS by CSIM 20, and it is verified that the proposed scheme is more effective in retaining a specific level of QoS and QoSS.

  10. Customer satisfaction with the quality of the logistic services

    Directory of Open Access Journals (Sweden)

    Małgorzata Lisińska-Kuśnierz

    2014-03-01

    Full Text Available Background: Logistics services are evaluated mainly by measuring customer satisfaction. Measurement of the customer satisfaction provides the information about how organizations operate as well as how to effectively satisfy customer needs. The aim of this paper is to propose an evaluation model of the customer satisfaction of the quality of the logistic services provided. The research in this paper was focused on the evaluation of the level of customer satisfaction in the context of logistics service as well as on the analysis of importance of ten logistic services attributes influencing customer satisfaction. Methods: The research was conducted on the basis of the questionnaire designed for purchasers of logistic services. The subjects of the research were companies which are using refrigerated transport. Results: To define relation between level of customer satisfaction in the context of logistic service and logistic service attributes impacting this satisfaction Pearson's correlation method was used. In turn the model to evaluate the customer satisfaction in the context of logistic services in scope of refrigerated transport was built using multiple regression and stepwise regression methods.

  11. Factors Affecting Medical Service Quality

    OpenAIRE

    Mosadeghrad, Ali Mohammad

    2014-01-01

    Abstract Background A better understanding of factors influencing quality of medical service can pinpoint better strategies for quality assurance in medical services. This study aimed to identify factors affecting the quality of medical services provided by Iranian physicians. Methods Exploratory in-depth individual interviews were conducted with sixty-four physicians working in various medical institutions in Iran. Results Individual, organizational and environmental factors enhance or inhib...

  12. Quality of Service and Service Provisioning on a Competative Market

    NARCIS (Netherlands)

    Nieuwenhuis, Lambertus Johannes Maria; Linnhoff-Popien, C.; Widya, I.A.; Hegering, H.G.

    2000-01-01

    The objective of this paper is to provide an economic and commercial context for QoS research in open distributed environments. The analyses are based on a telecommunications value chain model. The model is used to define possible roles for telecommunications companies, migrating from traditional

  13. Improving Quality of Service from TCP/IP Performance Degradation

    Directory of Open Access Journals (Sweden)

    Prof.N..Penchalaiah

    2011-02-01

    Full Text Available TCP is currently the dominate congestion control protocol for the Internet. However, as the Internet evolves into a high-speed wired-cum-wireless hybrid network, performance degradation problems of TCP have appeared, such as underutilizing high-speed links, regarding wireless loss as congestion signal, and unfairness among flows with different RTTs. In order to improve the quality of service for such highspeed hybrid networks, we propose a router-assisted congestion control protocol called Quick Flow Control Protocol (QFCP. The convergence of many traditional services over IPbased infrastructures drastically increases the amount of IP data traffic to be delivered to user clients, thus raising questions about the management of quality of service in such networks. Quality of service will be of primary importance in order to ensure right operation, and to face the occurrence of congestion conditions, due to bandwidth demandingmultimedia services. in this paper, shows that QFCP can significantly shorten flow completion time, fairly allocate bandwidth resource, and be robust to non-congestion related loss. Also we consider a possible scenarios in which multiple multimedia and control streams are conveyed over the same HAN, and study a possible solution for the implementation of an easily manageable QoS framework, that relies on a QoS router based on open source software.

  14. Ensuring the quality of logistic service of automobile dealers

    OpenAIRE

    Tatyana A. Salimova; Lyudmila A. Fedos’kina

    2017-01-01

    Objective to substantiate the functional directions of activities of the enterprises of dealer chain of an automotive company aimed at ensuring the quality of logistics servicing of automobiles. Methods the study is based on the use of general scientific methods comparison scientific generalization logical analysis analogy and specific scientific methods systemic functional simulation. Results the article states that one of the key criteria of consumer behavior of car buye...

  15. THE ROLE OF QUALITY ASSURANCE IN ROMANIAN BALNEOTHERAPEUTIC TOURISM SERVICES

    Directory of Open Access Journals (Sweden)

    Elena G. CONDREA

    2014-04-01

    Full Text Available Successfully implementing and maintaining a quality management system in tourism facilities in which you can practice balneotherapeutic tourism can contribute to tourism development especially in the coastal and mountain area (but also in other areas that enjoy the presence of balneotherapeutic tourism establishments, thus creating the conditions for a Romanian tourism focused on providing quality services at international standards for the benefit of both foreign tourists and the Romanians. One of the advantages of balneotherapeutic tourism refers to the fact that this form of tourism is characterized by a level of seasonality much lower other forms of tourism, as it is based on a potentially permanent, highly complex, which is practically inexhaustible and independent of weather conditions. Through this study we tried to present the characteristics / features of Romanian balneotherapeutic tourism, the problems faced by this kind of tourism and, not least, the benefits of implementing quality systems in organizations providing such services.

  16. Quality of Service in Networks Supporting Cultural Multimedia Applications

    Science.gov (United States)

    Kanellopoulos, Dimitris N.

    2011-01-01

    Purpose: This paper aims to provide an overview of representative multimedia applications in the cultural heritage sector, as well as research results on quality of service (QoS) mechanisms in internet protocol (IP) networks that support such applications. Design/methodology/approach: The paper's approach is a literature review. Findings: Cultural…

  17. Service quality effect on satisfaction and word of mouth in insurance industry

    National Research Council Canada - National Science Library

    Masoud Pourkiani; Mehrdad Goudarzvand Chegini; Samin Yousefi; Shiva Madahian

    2014-01-01

    Quality tends to play an essential role in service industries such as banking and insurance services, as quality of service is crucial to count for the survival and profitability of the organization...

  18. Delivering Service Quality in Alcohol Treatment: A Qualitative Comparison of Public and Private Treatment Centres by Service Users and Service Providers

    Science.gov (United States)

    Resnick, Sheilagh M.; Griffiths, Mark D.

    2012-01-01

    In the UK, quality of care has now been placed at the centre of the National Health Service (NHS) modernisation programme. To date, there has been little research on the service quality delivery of alcohol treatment services from the perspective of both the service user and service provider. Therefore, this qualitative study explored the…

  19. Delivering Service Quality in Alcohol Treatment: A Qualitative Comparison of Public and Private Treatment Centres by Service Users and Service Providers

    Science.gov (United States)

    Resnick, Sheilagh M.; Griffiths, Mark D.

    2012-01-01

    In the UK, quality of care has now been placed at the centre of the National Health Service (NHS) modernisation programme. To date, there has been little research on the service quality delivery of alcohol treatment services from the perspective of both the service user and service provider. Therefore, this qualitative study explored the…

  20. 42 CFR 456.6 - Review by State medical agency of appropriateness and quality of services.

    Science.gov (United States)

    2010-10-01

    ... and quality of services. 456.6 Section 456.6 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Provisions § 456.6 Review by State medical agency of appropriateness and quality of services. (a) The... professional health personnel of the appropriateness and quality of Medicaid services. (b) The purpose of this...

  1. Quality of Service in Distributed Multimedia Systems

    NARCIS (Netherlands)

    Mullender, S.J.; Spaniol, O.; Mullender, Sape J.; Sijben, P.; Linnhoff-Popien, C.; Meyer, B.

    1996-01-01

    The Unix operating system made a vital contribution to information technology by introducing the notion of composing complicated applications out of simple ones by means of pipes and shell scripts. One day, this will also be possible with multimedia applications. Before this can happen, however,

  2. The perception of quality mapping product and service quality to consumer perceptions

    CERN Document Server

    Kenyon, George N

    2015-01-01

    Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book.   This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.

  3. Effect of staff attitudes on quality in clinical microbiology services.

    Science.gov (United States)

    Pitt, Sarah J; Sands, Richard L

    2002-01-01

    Technical quality of the work of clinical pathology laboratories is monitored regularly by both internal and external sources. Among the factors that might affect quality, laboratory staff attitudes are rarely considered. In this study, the psychological concepts of 'job satisfaction' and 'climate' are measured among microbiology biomedical scientists in the United Kingdom. A self-report questionnaire was developed and distributed (between November 1998 and February 1999) to biomedical scientists in 161 microbiology laboratories throughout the UK From 2415 questionnaires distributed, 931 replies were received--a response rate of 39%. A separate set of questions covering customer service and participation in internal and external quality assurance schemes was sent to laboratory managers. Biomedical scientists reported lower job satisfaction than did medical technologists in a previous study in the USA. Perception of climate was influenced by several demographic factors, the most important of which being the size of the laboratory. Optimal number of staff in a department was found to be less than 30. Aggregation of climate scores from members of the same department showed that a positive laboratory climate was important for good performance in internal and external measures of technical quality. For the best service, laboratory climate must be supported by a staff perception that the department is committed to enhancing quality--a climate for laboratory quality.

  4. An Analytical Model for Service Profile Based Service Quality of an Institutional eLibrary

    CERN Document Server

    Abbas, Ash Mohammad

    2011-01-01

    Devising a scheme for evaluating the service quality of an institutional electronic library is a difficult and challenging task. The challenge comes from the fact that the services provided by an institutional electronic library depend upon the contents requested by the users and the contents housed by the library. Different types of users might be interested in different types of contents. In this paper, we propose a technique for evaluating the service quality of an institutional electronic library. Our scheme is based on the service profiles of contents requested by the users at the server side which is hosted at the library. Further, we propose models to analyze the service quality of an electronic library. For analyzing the service quality, we present two analytical models. The first one is based on the number of days by which the item to be served by the library is delayed and the penalty points per day for the duration for which the item is delayed. The second model is based on the credits earned by th...

  5. Quality of service on high-speed data networks

    Science.gov (United States)

    Barbero, Ezio; Antonelli, Ferruccio

    1995-02-01

    Since the beginning of this century the issue of `quality' has been gaining increasing importance in a number of fields of human activities. For telecommunication services, too, the quality perceived by customers has been taken into account early on as an issue of strategic importance. Whilst for telephony the Quality of Service (QoS) has been already investigated and identified in terms of parameters and related test methodology, the situation for high speed data services (i.e. CBDS/SMDS, Frame Relay, etc.), provided by means of high speed network based on Asynchronous Transfer Moe (ATM) or Metropolitan Area Network technologies, can still be considered `under study'. There is a death of experience not only in terms of measurement instruments and procedures, but also in terms of knowledge of the relationship between the QoS provided at a network level and the quality perceived by the user on his or her terminal. The complexity of the equipment involved in setting up an end-to-end solution based on high speed data communications makes the problems of knowledge and supply of quality very hard to solve. Starting from the experience gained in carrying out high- speed network field trials based on Metropolitan Area Networks and, more recently, on ATM technology, the paper mainly deals with the problem of defining, measuring and then offering a specific QoS. First, the issue of what the user expects from the `high-speed network' is addressed. This analysis is carried out trying to gather what is peculiar to high-speed data communications from the user standpoint. Next, the focus is on how to cope with the requirements due to users' expectations, while carefully considering the basic principles of quality. Finally, a solution is proposed, starting from the experience gained from high speed networks installed in Italy.

  6. The quality of service in passenger transport terminals

    Science.gov (United States)

    Oprea, C.; Roşca, E.; Popa, M.; Ilie, A.; Dinu, O.; Roşca, M.

    2016-11-01

    The quality of service in transport terminals is differently perceived by engineers, economists, transport operators and sociologists. The traveler's perception is nevertheless decisive. The quality of service is well connected with the inside design of terminals, with the facilities in terminals and with the provided service standards. In order to provide a high level of service, the activities taking place in the public transport terminal and the maximum travelers flow size must be carefully analyzed and dimensioned. The purpose of modelling is to find the best route for each traveler from origin (entrance) to destination (exit) through all the intermediate service points, taking into consideration the instant network conditions. In developing the model we consider the walking, the waiting and the serving time. Using a simulation program written in ARENA we determine the waiting time. For validation, the model is used to evaluate the performance level in Bucharest Basarab station. By comparing the total walking distance for the possible routes and the utility function that describes the utility of all activities from entrance to exit we can find the optimal route.

  7. Structural Quality of Service in Large-Scale Networks

    DEFF Research Database (Denmark)

    Pedersen, Jens Myrup

    Digitalization has created the base for co-existence and convergence in communications, leading to an increasing use of multi service networks. This is for example seen in the Fiber To The Home implementations, where a single fiber is used for virtually all means of communication, including TV, t...... complex networks lacking predictability and global structural properties. The thesis applies the concept of Structural Quality of Service to formulate desirable global properties, and it shows how regular graph structures can be used to obtain such properties....

  8. Bandwidth allocation for video under quality of service constraints

    CERN Document Server

    Anjum, Bushra

    2014-01-01

    We present queueing-based algorithms to calculate the bandwidth required for a video stream so that the three main Quality of Service constraints, i.e., end-to-end delay, jitter and packet loss, are ensured. Conversational and streaming video-based applications are becoming a major part of the everyday Internet usage. The quality of these applications (QoS), as experienced by the user, depends on three main metrics of the underlying network, namely, end-to-end delay, jitter and packet loss. These metrics are, in turn, directly related to the capacity of the links that the video traffic trave

  9. MANAGING SERVICE QUALITY

    Directory of Open Access Journals (Sweden)

    Andreea BUDEANU

    2015-04-01

    Full Text Available Services are today the dominant sector of the economic activity both in terms of economic performance and labor utilization. Becoming an essential part of today’s society, they are considered the basis of a healthy economy, fact that has increased the importance of services and the research in the field. One of the biggest challenges regarding this sector is the evaluation and assurance of quality. There is still a lack of unanimity regarding the definitions, measurement procedures and the aspects that need to be provided and measured. Through this article we intend to treat these subjects and provide a broad perspective on this topic. Thus, we hope to highlight some practices and directions that could be relevant for the organizations in this field.

  10. Service Quality Evaluation Of Internet Banking In Malaysia

    OpenAIRE

    P.Vijayan,; Bala Shanmugam

    2003-01-01

    This study evaluates the service quality of Internet banking in Malaysia. It focuses on the transaction sites of five leading anchor banks, which provide a platform for electronic banking and examines electronic banking performances through a set of 40 questions specifically prepared for this research. The survey was conducted in January 2002.Only two of the five banks surveyed obtained a four star rating out of a maximum possible of five stars. Three other banks have obtained three star rati...

  11. INTRODUCTION TO PROCESS PLANNING OF SERVICE BY USING QUALITY FUNCTION DEVELOPMENT CASE STUDY: ELECTRONIC BANKING SERVICES

    Directory of Open Access Journals (Sweden)

    Dariush Mohamadi Zanjirani

    2016-11-01

    Full Text Available Purpose: Today, organizations are faced with unique challenges in the customers’ service sector. The current study intends to design the process of providing electronic services with the choice of electronic banking service for testing the proposed approach (using Quality Function Deployment. Design/methodology/approach: In this regard, a four-stage approach based on quality home design was used, which initially relates the needs of customers from bank electronic services to basic requirements of these services, and finally extends them to physical conditions and characteristics of equipment required for this category of services. The data needed in the study process were collected by the 196 customers or the QFD team and validated by content analysis. Findings: This article is an introduction to the relations between the most important factors of service providing process design in electronic banking industry. The study discussed and supports the requirement for creating the infrastructure needed to electronic banking which is aligned with the needs of bank customers. In this case study, after performing the calculations of QFD tables, the relative weights of identified indicators were obtained. Accordingly, among the customers’ needs, the need for security and information confidentiality had the utmost importance. The index of being economic had the highest priority in the Table 1. The indices of confidentiality and performance with equal weights had the best priorities in the Table 2. The indices of approving the transactions and orders and ease of use with an equal weight had the highest priorities in the Table 3. Finally, the indices of updating and systems development had the best priorities in the QFD has Table 4. Originality/value: In this study the new way for process planning of electrical banking service has adopted to have more accurate prioritization of customer needs. The road of designing have extended from customers' needs

  12. Service quality as goal and outcome of ergonomics research

    DEFF Research Database (Denmark)

    Sørensen, Ole Henning

    2014-01-01

    and service quality. The study conducted an employee survey with 754 preschool teachers in 98 Danish preschools and a user survey among 8116 parents. Significant correlations were found between well-being and service quality measures from both employees and users indicating a link between traditional...

  13. Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

    Directory of Open Access Journals (Sweden)

    Okeke TC

    2015-12-01

    Full Text Available This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of items each using seven-point Likert scale. The analysis was conducted with Multiple Linear Regression analysis (MLR and the results show that five out of the seven variables: price, security, perceived risk, responsiveness and assurance are significant in enhancing customer satisfaction with online services of Nigerian banks. The other two variables: reliability and tangibility are not significant and require further exploration. The study provides necessary input for bank management to increase customers’ involvement through improving service quality; lowering risk; and enhancing security of operations. Policy implications were highlighted

  14. [Quality evaluation of health care service for adolescents].

    Science.gov (United States)

    Costa, M C; Formigli, V L

    2001-04-01

    To evaluate the technical and scientific quality of care provided adolescents, pregnant adolescents and their offspring by the Emaús community's health service in Belém, state of Pará, Brazil, between 1994 and 1996. Data for population and health care assessment were collected from medical records and compared with the PAHO/WHO and Brazilian Ministry of Health guidelines. The following features were satisfactory: anthropometric measurements and sexual maturity in adolescent health care program; visits scheduling, weight and blood pressure recording and proceedings in the event of medical problem in prenatal care; early registration in the health program, completing of the immunization schedule, weight and motor development recording and adequacy of medical visits in children care. Other aspects were less satisfactory, such as poor recording of clinical procedures and high level of inadequate or partially adequate procedures for the adolescent group; late admission to prenatal care and low recording of pregnant anti-tetanus immunization in prenatal care; high prevalence of early weaning and poor recording of children's height. This easy-to-perform assessment allowed to evaluate the quality of care provided and made it possible to reallocate services and medical procedures to offer health care service better organized and of better quality to meet the population needs.

  15. The Quality of Outsourced Logistics Service: A Collectivist Culture Perspective

    OpenAIRE

    Rahmat, Abdul Khabir; Faisol, Nasruddin

    2014-01-01

    The purpose of the study is to explore on the elements of outsourced logistics service quality and how the users’ satisfaction was formed within the Malaysian culture context. This qualitative study was based on five semi-structured interviews which were carried out with the executive officers and department managers of four logistics providers firms and one manufacturer. The data were analyzed using thematic analysis method. Rather than the organization’s performance-related ...

  16. Quality Assessment of University Studies as a Service: Dimensions and Criteria

    Science.gov (United States)

    Pukelyte, Rasa

    2010-01-01

    This article reviews a possibility to assess university studies as a service. University studies have to be of high quality both in their content and in the administrative level. Therefore, quality of studies as a service is an important constituent part of study quality assurance. When assessing quality of university studies as a service, it is…

  17. Non-Academic Service Quality: Comparative Analysis of Students and Faculty as Users

    Science.gov (United States)

    Sharif, Khurram; Kassim, Norizan Mohd

    2012-01-01

    The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data…

  18. Non-Academic Service Quality: Comparative Analysis of Students and Faculty as Users

    Science.gov (United States)

    Sharif, Khurram; Kassim, Norizan Mohd

    2012-01-01

    The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data…

  19. User involvement in measuring service quality of local authority occupational therapy services: a new approach.

    NARCIS (Netherlands)

    Sixma, H.J.; Calnan, S.; Calnan, M.; Groenewegen, P.P.

    2001-01-01

    The aim of this paper is two-fold: (i) to describe the development of a new measuring instrument for quality of care from the perspective of the users of local authority Occupational Therapy (OT) services, and (ii) to evaluate the potential of the new instrument as a standardized approach for the

  20. Stakeholder Expectations of Service Quality in a University Web Portal

    Science.gov (United States)

    Tate, Mary; Evermann, Joerg; Hope, Beverley; Barnes, Stuart

    Online service quality is a much-studied concept. There is considerable evidence that user expectations and perceptions of self-service and online service quality differ in different business domains. In addition, the nature of online services is continually changing and universities have been at the forefront of this change, with university websites increasingly acting as a portal for a wide range of online transactions for a wide range of stakeholders. In this qualitative study, we conduct focus groups with a range of stakeholders in a university web portal. Our study offers a number of insights into the changing nature of the relationship between organisations and customers. New technologies are influencing customer expectations. Customers increasingly expect organisations to have integrated information systems, and to utilise new technologies such as SMS and web portals. Organisations can be slow to adopt a customer-centric viewpoint, and persist in providing interfaces that are inconsistent or require inside knowledge of organisational structures and processes. This has a negative effect on customer perceptions.

  1. COMPARING PERCEPTIONS OF SERVICE QUALITY IN BRAZIL AND UK

    Directory of Open Access Journals (Sweden)

    ISABEL B. CERCHIARO

    2006-01-01

    Full Text Available This paper investigates whether the SERVPERF model developed by Cronin andTaylor (1992 can be applied in the same industry (retail banks in two different countriesBrazil and UK. We find differences between the countries in the perception of the serviceprovided by retail banks. We also find differences between the countries in the relationshipbetween the service provided and (i the overall perception of service quality, (ii customersatisfaction and (iii future purchase intentions. Factor analysis of the data identified differentdimensional structures for Brazilian and British samples. The Brazilian sample presentsalmost the same structure of Parasuraman et alii (1988 SERVQUAL. The UK samplepresented a different three-factor dimensional structure which shows that the dimensionalstructure does not travel well into other cultures.Also, as this study stands, the differencesfound between the two samples cannot yet be attributed to cultural differences between UKand Brazil. These differences may be related to the service provided by the banks.

  2. Ranking factors affecting the quality of banking services using analytic network process

    Directory of Open Access Journals (Sweden)

    Hooman Pourmohammad

    2016-06-01

    Full Text Available This paper seeks to identify the priority of factors affecting the quality of banking services in Bank Saderat Iran for better allocation of resources to enhance the quality of its banking services. The study develops a fuzzy method to handle uncertainty associated with the data and using analytical network process (ANP ranks different factors influencing on service quality. The results have indicated that the quality of e-services (ESQ is the most important factor followed by the quality of banking services agility (ASQ, the service system quality (SSQ, and the behavioral service qualities (BSQ. Moreover, the employees’ competence and skills, the reliability of the electronic system and the reliability of the service system, an impeccability banking system integrity and accountability instruments are among other effective factors influencing on the quality of banking services.

  3. The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran.

    Science.gov (United States)

    Arab, M; Tabatabaei, Sm Ghazi; Rashidian, A; Forushani, A Rahimi; Zarei, E

    2012-01-01

    Service quality is perceived as an important factor for developing patient's loyalty. The aim of this study was to determine the hospital service quality from the patients' viewpoints and the relative importance of quality dimensions in predicting the patient's loyalty. A cross-sectional study was conducted in 2010. The study sample was composed of 943 patients selected from eight private general hospitals in Tehran. The survey instrument was a questionnaire included 24 items about the service quality and 3 items about the patient's loyalty. Exploratory factor analysis was employed to extracting the dimensions of service quality. Also, regression analysis was performed to determining the relative importance of the service quality dimensions in predicting the patient's loyalty. The mean score of service quality and patient's loyalty was 3.99 and 4.16 out of 5, respectively. About 29% of the loyalty variance was explained by the service quality dimensions. Four quality dimensions (Costing, Process Quality, Interaction Quality and Environment Quality) were found to be key determinants of the patient's loyalty in the private hospitals of Tehran. The patients' experience in relation to the private hospitals' services has strong impact on the outcome variables like willingness to return to the same hospital and reuse its services or recommend them to others. The relationship between the service quality and patient's loyalty proves the strategic importance of improving the service quality for dragging and retaining patients and expanding the market share.

  4. The evaluation of tertiary institution service quality using HiEdQUAL ...

    African Journals Online (AJOL)

    One of the most important decisions that affect the future of young students is a ... of service quality, Multi Attribute Decision Making method: TOPSIS is applied for ... rank the institutions according to the multiple criteria service quality measure.

  5. The exploration of service quality and its measurement for private ...

    African Journals Online (AJOL)

    Journal Home > Vol 18, No 2 (2014) >. Log in or ... Many businesses such as private higher education institutions (PHEIs) regard service quality excellence as the single most important and distinct competence for survival and sustainability.

  6. The choice of indicators to assess the quality of educational services of the institution

    Directory of Open Access Journals (Sweden)

    Елена Егоровна Кулик

    2015-07-01

    Full Text Available On the basis of well-known international and national systems of indicators that make it possible to assess the development of the education system, educational system identified indicators to assess the quality of educational services to secondary schools. In the article the author formulated the original definition of concepts such as quality, quality of education, educational service, quality of education services and indicators of education.

  7. Quality of service in wireless networks over unlicensed spectrum

    CERN Document Server

    Nahrstedt, Klara

    2011-01-01

    This Synthesis Lecture presents a discussion of Quality of Service (QoS) in wireless networks over unlicensed spectrum. The topic is presented from the point of view of protocols for wireless networks (e.g., 802.11) rather than the physical layer point of view usually discussed for cellular networks in the licensed wireless spectrum. A large number of mobile multimedia wireless applications are being deployed over WiFi (IEEE 802.11) and Bluetooth wireless networks and the number will increase in the future as more phones, tablets, and laptops are equipped with these unlicensed spectrum wireles

  8. Quality of Service Routing Strategy Using Supervised Genetic Algorithm

    Institute of Scientific and Technical Information of China (English)

    WANG Zhaoxia; SUN Yugeng; WANG Zhiyong; SHEN Huayu

    2007-01-01

    A supervised genetic algorithm (SGA) is proposed to solve the quality of service (QoS)routing problems in computer networks. The supervised rules of intelligent concept are introduced into genetic algorithms (GAs) to solve the constraint optimization problem. One of the main characteristics of SGA is its searching space can be limited in feasible regions rather than infeasible regions. The superiority of SGA to other GAs lies in that some supervised search rules in which the information comes from the problems are incorporated into SGA. The simulation results show that SGA improves the ability of searching an optimum solution and accelerates the convergent process up to 20 times.

  9. Considerations on the quality of medical software and information services.

    Science.gov (United States)

    Forsström, J J; Rigby, M

    1999-12-01

    Fast developments in information and communication technology have made it possible to develop new services for citizens. One of the most interesting areas is health care. Medical knowledge is usually valid all over the world that makes the market global. Information services and decision support software are becoming important tools for medical professionals but also ordinary citizens are interested in health related information. It has been estimated that by the year 2010 the turnover of health care telematics industry may be close to that of the drug industry today. The nature of this global information industry is very different from any industry in history. Since there are no frontiers, no clear products and no shops in the information market, it is difficult to develop any effective legislation. However, the history of medicine has shown that health care sector cannot be free from regulation without risking citizens' health. The huge commercial potential of the Internet has already been used to promote products and services that have no proven effect on health and that may sometimes be even dangerous. In this paper we discuss the needs and possibilities to assess the quality of medical decision support software and information services. For brevity the terms medical software and medical knowledge are used, but the issues also relate to informatics systems used by any health professional, and to computerised systems used to schedule care or to organise record systems.

  10. Perceptions of service quality by clients and contact-personnel in the ...

    African Journals Online (AJOL)

    2013-05-03

    May 3, 2013 ... perceived service quality among 550 clients and 559 branch contact- .... in banking), this study adds to the premise that having a better understanding of .... instrument for measuring service quality in several different industries ...

  11. Dimensions of quality of antenatal care service at Suez, Egypt

    Directory of Open Access Journals (Sweden)

    Hanan Abbas Abdo Abdel Rahman El Gammal

    2014-01-01

    Full Text Available Introduction: The 5 th millennium development goal aims at reducing maternal mortality by 75% by the year 2015. According to the World Health Organization, there was an estimated 358,000 maternal deaths globally in 2008. Developing countries accounted for 99% of these deaths of which three-fifths occurred in Sub-Saharan Africa. In primary health care (PHC, quality of antenatal care is fundamental and critically affects service continuity. Nevertheless, medical research ignores the issue and it is lacking scientific inquiry, particularly in Egypt. Aim of the Study: The aim of the following study is to assess the quality of antenatal care in urban Suez Governorate, Egypt. Materials and Methods: A cross-sectional primary health care center (PHCC based study conducted at five PHCC in urban Suez, Egypt. The total sample size collected from clients, physicians and medical records. Parameters assessed auditing of medical records, assessing provider and pregnant women satisfaction. Results: Nearly 97% of respondents were satisfied about the quality of antenatal care, while provider′s satisfaction was 61% and for file, auditing was 76.5 ° 5.6. Conclusion: The present study shows that client satisfaction, physicians′ satisfaction and auditing of medical record represent an idea about opportunities for improvement.

  12. Implementation Of Quality Management System For Irradiation Processing Services

    Science.gov (United States)

    Lungu, Ion-Bogdan; Manea, Maria-Mihaela

    2015-07-01

    In today's market, due to an increasing competitiveness, quality management has set itself as an indispensable tool and a reference point for every business. It is ultimately focused on customer satisfaction which is a stringent factor for every business. Implementing and maintaining a QMS is a rather difficult, time consuming and expensive process which must be done with respect of many factors. The aim of this paper is to present a case study for implementing QMS ISO 9001 in a gamma irradiation treatment service provider. The research goals are the identification of key benefits, reasons, advantages, disadvantages, drawbacks etc for a successful QMS implementation and use. Finally, the expected results focus on creating a general framework for implementing an efficient QMS plan that can be easily adapted to other kind of services and markets.

  13. Using fuzzy gap analysis to measure service quality of medical tourism in Taiwan.

    Science.gov (United States)

    Ho, Li-Hsing; Feng, Shu-Yun; Yen, Tieh-Min

    2015-01-01

    The purpose of this paper is intended to create a model to measure quality of service, using fuzzy linguistics to analyze the quality of service of medical tourism in Taiwan so as to find the direction for improvement of service quality in medical tourism. The study developed fuzzy questionnaires based on the characteristics of medical tourism quality of service in Taiwan. Questionnaires were delivered and recovered from February to April 2014, using random sampling according to the proportion of medical tourism companies in each region, and 150 effective samples were obtained. The critical quality of service level is found through the fuzzy gap analysis using questionnaires examining expectations and perceptions of customers, as the direction for continuous improvement. From the study, the primary five critical service items that improve the quality of service for medical tourism in Taiwan include, in order: the capability of the service provider to provide committed medical tourism services reliably and accurately, facility service providers in conjunction with the services provided, the cordial and polite attitude of the service provider eliciting a sense of trust from the customer, professional ability of medical (nursing) personnel in hospital and reliability of service provider. The contribution of this study is to create a fuzzy gap analysis to assess the performance of medical tourism service quality, identify key quality characteristics and provide a direction for improvement and development for medical tourism service quality in Taiwan.

  14. Service Quality: An Unobtrusive Investigation of Interlibrary Loan in Large Public Libraries in Canada.

    Science.gov (United States)

    Hebert, Francoise

    1994-01-01

    Describes a study that investigated the quality of interlibrary loan services in Canadian public libraries from the library's and the user's perspectives and then compared results. Measures of interlibrary loan performance are reviewed; an alternative conceptualization of service quality is discussed; and SERVQUAL, a measure of service quality, is…

  15. Physicians' perceptions about the quality of primary health care services in transitional Albania

    NARCIS (Netherlands)

    Kellici, Neritan; Dibra, Arvin; Mihani, Joana; Kellici, Suela; Burazeri, Genc

    2015-01-01

    AIM: To date, the available information regarding the quality of primary health care services in Albania is scarce. The aim of our study was to assess the quality of primary health care services in Albania based on physicians' perceptions towards the quality of the services provided to the general p

  16. Comparing perceptions of service quality in Brazil and UK

    Directory of Open Access Journals (Sweden)

    Isabel B. Cervachiaro

    2008-01-01

    Full Text Available This paper investigates whether the SERVPERF model developed by Cronin and Taylor (1992 can be applied in the same industry (retail banks in two different countries Brazil and UK. We find differences between the countries in the perception of the service provided by retail banks. We also find differences between the countries in the relationship between the service provided and (i the overall perception of service quality, (ii customer satisfaction and (iii future purchase intentions. Factor analysis of the data identified different dimensional structures for Brazilian and British samples. The Brazilian sample presents almost the same structure of Parasuraman et alii (1988 SERVQUAL. The UK sample presented a different three-factor dimensional structure which shows that the dimensional structure does not travel well into other cultures. Also, as this study stands, the differences found between the two samples cannot yet be attributed to cultural differences between UK and Brazil. These differences may be related to the service provided by the banks.

  17. Factors affecting dental service quality.

    Science.gov (United States)

    Bahadori, Mohammadkarim; Raadabadi, Mehdi; Ravangard, Ramin; Baldacchino, Donia

    2015-01-01

    Measuring dental clinic service quality is the first and most important factor in improving care. The quality provided plays an important role in patient satisfaction. The purpose of this paper is to identify factors affecting dental service quality from the patients' viewpoint. This cross-sectional, descriptive-analytical study was conducted in a dental clinic in Tehran between January and June 2014. A sample of 385 patients was selected from two work shifts using stratified sampling proportional to size and simple random sampling methods. The data were collected, a self-administered questionnaire designed for the purpose of the study, based on the Parasuraman and Zeithaml's model of service quality which consisted of two parts: the patients' demographic characteristics and a 30-item questionnaire to measure the five dimensions of the service quality. The collected data were analysed using SPSS 21.0 and Amos 18.0 through some descriptive statistics such as mean, standard deviation, as well as analytical methods, including confirmatory factor. Results showed that the correlation coefficients for all dimensions were higher than 0.5. In this model, assurance (regression weight=0.99) and tangibility (regression weight=0.86) had, respectively, the highest and lowest effects on dental service quality. The Parasuraman and Zeithaml's model is suitable to measure quality in dental services. The variables related to dental services quality have been made according to the model. This is a pioneering study that uses Parasuraman and Zeithaml's model and CFA in a dental setting. This study provides useful insights and guidance for dental service quality assurance.

  18. Beyond Accreditation: What Defines a Quality Funeral Service Education Program? An Investigation of the Relationship between Educational Correlates and Program Quality in Funeral Service Education

    Science.gov (United States)

    Fritch, John Bradley

    2011-01-01

    This study sought to determine what defines a quality funeral service education program beyond accreditation. The study examined the opinions of funeral service education chairs (N = 45, representing 80% of the population) who are leaders of funeral service education programs accredited by the American Board of Funeral Service Education.…

  19. A review of how the quality of HIV clinical services has been evaluated or improved.

    Science.gov (United States)

    Hung, Anna; Pradel, Françoise

    2015-06-01

    To examine approaches being used to evaluate and improve quality of HIV clinical services we searched the MEDLINE, Cochrane Library collection, EMBASE, Global Health, and Web of Science databases for articles and abstracts focused on evaluating or improving quality of HIV clinical services. We extracted country income level, targeted clinical services, and quality evaluation approaches, data sources, and criteria. Fifty journal articles and 46 meeting abstracts were included. Of the 96 studies reviewed, 65% were programme evaluations, 71% focused on low- and middle-income countries, and 65% focused on antiretroviral therapy services. With regard to quality, 45% used a quality improvement model or programme, 13% set a quality threshold, and 51% examined patient records to evaluate quality. No studies provided a definition for quality HIV care. Quality assurance and improvement of HIV clinical services is increasingly important. This review highlights gaps in knowledge for future research, and may also help countries and programmes develop their HIV care quality improvement frameworks.

  20. Exploring the interrelationships among operations management practices, customer perceptions of service quality and performance of hotels

    OpenAIRE

    Al-Zaidi, Asma Nasser Mohammed

    2012-01-01

    Hospitality and tourism are important sectors of any economy. In the service sector, achieving a level of service quality that satisfies customers usually results in a competitive advantage in the market. The concept of service quality in hotels has been the subject of many research studies and there are numerous published works in the field. However, only a few studies have focused on the determinants of service quality for hotels using a set of comprehensive criteria. Thus, conceptualizing...

  1. Exploring the interrelationships among operations management practices, customer perceptions of service quality and performance of hotels

    OpenAIRE

    Al-Zaidi, Asma Nasser Mohammed

    2012-01-01

    Hospitality and tourism are important sectors of any economy. In the service sector, achieving a level of service quality that satisfies customers usually results in a competitive advantage in the market. The concept of service quality in hotels has been the subject of many research studies and there are numerous published works in the field. However, only a few studies have focused on the determinants of service quality for hotels using a set of comprehensive criteria. Thus, conceptualizing...

  2. Service Quality in Higher Education--A Case Study of Universiti Brunei Darussalam

    Science.gov (United States)

    Alani, Farooq; Yaqoub, Yasir; Hamdan, Mahani

    2015-01-01

    No one doubts the value and importance of quality education, and quality assurance is one major driving force to achieve this. Measuring the performance of service quality of education services of Universiti Brunei Darussalam (UBD), as part of the quality assessment, was assessed based on Parasuraman's five Servqual dimensions. The assessment was…

  3. Quality of Service: a study in databases bibliometric international

    Directory of Open Access Journals (Sweden)

    Deosir Flávio Lobo de Castro Junior

    2013-08-01

    Full Text Available The purpose of this article is to serve as a source of references on Quality of Service for future research. After surveying the international databases, EBSCO and ProQuest, the results on the state of the art in this issue are presented. The method used was the bibliometrics, and 132 items from a universe of 13,427 were investigated. The analyzed works cover the period from 1985 to 2011. Among the contributions, results and conclusions for future research are presented: i most cited authors ii most used methodology, dimensions and questionnaire; iii most referenced publications iv international journals with most publications on the subject, v distribution of the number of publications per year; vi authors networks vii educational institutions network; viii terms used in the search in international databases; ix the relationships studied in 132 articles; x criteria for choice of methodology in the research on quality of services; xi most often used paradigm, and xii 160 high impact references.

  4. E-Service Quality Management

    Science.gov (United States)

    Batagan, Lorena; Pocovnicu, Adrian; Capisizu, Sergiu

    2009-01-01

    A characteristic of today's society is the increasing use of modern information and communication technologies in all areas. Computer applications, called e-services, are being developed to provide efficient access to services, electronically. Quality management systems are needed to provide a consistent way to select, evaluate, prioritize and…

  5. Identifying shortcomings in the measurement of service quality.

    Science.gov (United States)

    Fogarty, G; Catts, R; Forlin, C

    2000-01-01

    SERVPEFR, the performance component of the Service Quality Scale (SERVQUAL), has been shown to measure five underlying dimensions corresponding to Tangibles, Reliability, Responsiveness, Assurance, and Empathy (Parasuraman, Zeithaml, & Berry, 1988). This paper describes three separate studies employing SERVPERF in an Australian context. In the first of these studies (N = 113), a shortened 15-item version of the SERVPERF scale (SERVPERF-R) was found to be suitable for use in an Australian small business setting. A five-factor structure was identifiable but the factors were highly correlated, suggesting that they were not clearly distinct. The tendency for marked negative skewness observed by other researchers was also noted here. A follow-up study involving three other small businesses (N = 212) used Rasch analysis to test assumptions about the spread of items on the underlying continuum. These analyses indicated that there is an even, though narrow, spread of items across the continuum. The Rasch analysis suggested that the items in both SERVPERF and SERVPERF-R are too easy to rate highly and that more "difficult" items need to be added to the scale. The third study (N = 122) was conducted using a version of SERVPERF-R that included seven new items intended to extend the range of the scale. The new items, however, did not achieve this desirable outcome. The implications for service quality assessment are discussed.

  6. Service quality and perceived value of technology-based service encounters: evaluation of clinical staff satisfaction in Taiwan.

    Science.gov (United States)

    Hung, Chung-Jye; Chang, Hsin Hsin; Eng, Cheng Joo; Wong, Kit Hong

    2013-01-01

    Previous research has evaluated technology-based service encounters (TBSEs) in the delivery of health care by assessing patient satisfaction. This study examined service quality and perceived value of TBSEs used in health organisations from the perspective of clinical staff, with staff technology readiness as a moderator. A quantitative survey was conducted in Taiwan, across private and public healthcare organisations. Results showed that TBSEs had a direct effect on service quality and perceived value, which in turn had a direct effect on staff satisfaction in using TBSEs. However, service quality had no effect on perceived value when moderated by technology readiness. Theoretical and managerial implications of these findings are discussed.

  7. Identifying profiles of service users in housing services and exploring their quality of life and care needs

    NARCIS (Netherlands)

    Bitter, N.A.; Roeg, D.P.K.; Van Nieuwenhuizen, Ch.; Van Weeghel, J.

    2016-01-01

    Background Housing services aim to support people with mental illness in their daily life and recovery. As the level of recovery differs between service users, the quality of life and care needs also might vary. However, the type and amount of care and support that service users receive do not

  8. Quality evaluation in logistic services

    OpenAIRE

    Franceschini, Fiorenzo; Rafele, Carlo

    2000-01-01

    The paper highlights some problems relevant to the quality measurements in logistic services. "Traditional" logistic indicators are compared with the service dimensions defined in the Parasuraman-Zeithaml-Berry model. Furthermore, the problem of service indicators aging is analyzed and discussed. In order to enhance readers' ability to contribute to the development in the field, the authors pose open-ended questions in the article

  9. QUALITY IN HEALTH SERVICES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    DORU CÎRNU

    2017-04-01

    Full Text Available The service sector plays an increasingly large modern market economies. By being unable to provide customers a tangible product in the hands of service providers makes the situation more difficult. Their success depends on customer satisfaction, which expect a certain benefit for the money paid, on quality, on mutual trust and many other attributes. What is very interesting is that they may differ from client to client, and there is no guarantee satisfaction to all customers, even if the service provided is the same. This shows the complex nature of services and efforts on service providers would have to be made permanent in order to attract more customers. This paper addresses the issues of continuous quality improvement of health services as an important part of the services sector. Until recently, these services in Romania although under strict control of the state, had a large number of patients who are given very little attention, which is why quality improvement acestoraa was compulsory. Opening and changing economic environment, increasing customer demands, forced hospitals that serve as a nodal point between these services and their applicants to adopt modern management methods and techniques to become competitive and to give patients the quality service expected. Modern society has always sought to provide the means to ensure good health closer to the needs of modern man. These have become more complex and more expensive and naturally requires financial resources increasingly mari.Este why, every time, all the failures alleging lack of money and resources in general. Is it true? Sometimes yes, often, no! The truth is that human and material resources are not used in an optimal way. The answer lies mainly in quality management. We will see what should be done in this regard.

  10. Quality of health care: the responsibility of health care professionals in delivering high quality services.

    Science.gov (United States)

    Giangrande, A

    1998-11-01

    According to a recent definition, quality of care consists of the degree to which health services increase the likelihood of desired health outcomes and are consistent with current professional knowledge; a definition that introduces both requirements of outcomes and the appropriateness of the process used. Clearly many different figures are interested in quality assessment initiatives in the health care field and these include patients, administrators and doctors each having different perspective. Doctors obviously pay greater attention to technical quality and results, giving greater emphasis to the health of the individual patient, tending to give priority to technical excellence and interaction between patient and doctor. Although the perspective of health care professionals is widely acknowledged to be important and useful, other perspectives on quality have been emphasised in recent years. The most important of these is the recognition that care must be responsive to the preferences and values of the consumers of health care services. In complete harmony with one's own professional commitment, the attention to the perspectives of patients must give physician the chance to identify methods of measuring and verifying quality which take account of the expectations of the many groups with an interest in improving the functioning of the health system. A global approach in the health field is needed the more specialization advances. The quality of medicine lies in its capacity to integrate what science says is appropriate and to be recommended, what can be reconciled with human rights and the self determination of the patient and what can be achieved by optimising available resources. In this complex context, the doctor could take on both the role of the person who decides on the use of resources and the one of social mediator.

  11. Using Quality Function Deployment to Improve Reference Services Quality

    Directory of Open Access Journals (Sweden)

    Pao-Long Chang

    1996-12-01

    Full Text Available Much research has been conducted regarding how reference librarians can evaluate and improve the quality of the answers they provide to users' inquiries. There has been considerably less discussion, however, concerning how to improve the quality of the delivery of those answers, and to upgrade the overall quality of reference services as a whole. Suggestions for improving the quality of service contained within the business literature may be applied to improve library services as well. In this paper the use of Quality Function Deployment (QFD as a tool for improving reference services quality is explored and an adapted framework referred to as service quality function deployment is proposed.

  12. Measuring the quality of service: a case of Chancellor College Library, University of Malawi

    Directory of Open Access Journals (Sweden)

    Naomi Kachoka

    2009-01-01

    Full Text Available This paper discusses the perceptions and expectations of undergraduate students of the quality of service at Chancellor College Library, University of Malawi. A LibQUAL+™ instrument was used to assess the students’ perceptions and expectations of the quality of service. The minimum expectation of service that the students would accept was also examined. Using a self-administered questionnaire and an interview schedule it was found that Chancellor College Library did not perform well in all the LibQUAL dimensions of service quality namely: affect of service, library as place and information control. Undergraduate students of the Chancellor College had higher expectations of service quality than the perceived quality of service both for desired expectations and minimum expectations leading to negative adequacy and superiority gaps.

  13. How to Measure Quality of Service Using Unstructured Data Analysis: A General Method Design

    Directory of Open Access Journals (Sweden)

    Lucie Sperková,

    2015-10-01

    Full Text Available The aim of the paper is to design a general method usable for measuring the quality of the service from the customer’s point of view with the help of content analytics. Large amount of unstructured data is created by customers of the service. This data can provide a valuable feedback from the service usage. Customers talk among themselves about their experiences and feelings from consumption of the service. The design of the method is based on a systematic literature review in the area of the service quality and unstructured data analysis. Analytics and quality measurement models are collected and critically evaluated regarding their potential use for measuring IT service quality. The method can be used by IT service provider to measure and monitor service quality based on World-of-Mouth in order to continual service improvement.

  14. The effect of quality of electronic banking services on agility of a bank

    Directory of Open Access Journals (Sweden)

    Hooman Pourmohammad

    2016-07-01

    Full Text Available Studies have shown that in service organizations, quality can have a growth in customer satisfaction as its consequence, and when it regards the banking services, factors are brought up with regard to the quality of banking services, which include the speed in responding, providing products proportionate to the customer needs, and gaining competence. These concepts are shared by the issue of organizational agility; hence, the qualities as well as the bank's agility of the banking system embrace these concepts in common. Therefore, the study aims at studying the effect of the quality of electronic banking services on the bank's agility, and assesses the role of two mediator variables of the quality of service system and personnel behavior quality. Using a questionnaire comprised of 76 items about the above components and asking the line personnel in Bank Saderat Iran (BSI in the branches both inside and outside of Iran, the research data was collected, and stratified random sampling was used. To analyze the data, the Structural Equation Model (SEM was used and the PLS software was employed to perform the computations. Results indicated that the model of the study has a high Goodness of Fit, and the quality of the electronic banking services had a significant effect on the bank's agility. In addition, the quality of electronic banking services affects the service system quality. The system service quality, also affects the employees' behavior. Therefore, it can be said that the electronic services quality and the bank's agility affect the personnel behavior quality through the mediated effect of the service system quality. The results of the present study can help the bank's executives to promote their bank's agility and the personnel behavior quality.

  15. Factors Influencing Healthcare Service Quality

    OpenAIRE

    Ali Mohammad Mosadeghrad

    2014-01-01

    Background The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results Quality in healthcare is a production o...

  16. MEASURING SERVICE QUALITY USING SERVQUAL MODEL: A CASE STUDY OF BROKERAGE OFFICES IN IRAN

    Directory of Open Access Journals (Sweden)

    Alireza Rajabipoor Meybodi

    2012-03-01

    Full Text Available Purpose: Many organizations especially service organizations to suit their ideals and mission specific approach to the topic that have quality and management. This paper is intended to subject the importance of quality serve the brokerage offices, the gap analysis using the model and analysis techniques to Servqual quality service brokerage offices presented a case study (Stock Brokerage office's regional provinces Yazd pay. Design/methodology/approach: Application of statistical non-parametric test for the qualitative analysis of significant gaps in services, suggestions for improving the quality of brokerage services at a low-level case study is presented. Statistic's tests in five areas, including service quality conceptual donor tangible form, reply to, guarantee, credit, and charity have been. For this purpose, based on service quality gaps five branches, a questionnaire measure designed level perception and expectations of investors and broker's service brokerage offices, and the navigation. Findings: Results show that donor expectations and perceptions between investor's quality service brokerage offices in all areas, there are significant differences. Brokerage Managers, the models analyze d using the service quality, will be able to create gaps between the way the service provided, i.e., investors and agents known to the agency planned to strengthen and reform pay problems. Originality/value: Servqual technique used for the first time in Iran and in particular, in Yazd province, for the assessment the service quality of brokerage offices. It certainly results in improving the quality of services these offices will be effective.

  17. Customer Perception On Products Pricing Service Quality Towards Customers Quality Relationships And Loyalty Of Domestic Airlines Indonesia

    National Research Council Canada - National Science Library

    Hasniaty

    2015-01-01

    .... This study aims to quantify the relationship between customer perceptions on the concept or product price service quality and relationship quality on customer loyalty of domestic airline in Indonesia...

  18. Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

    OpenAIRE

    Tsan-Ming Choi; Pui-Sze Chow; Bowood Kwok; Shuk-Ching Liu; Bin Shen

    2013-01-01

    Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and...

  19. Analyzing effects of service encounter quality on customer satisfaction in banking industry

    Directory of Open Access Journals (Sweden)

    Hossein Gazor

    2012-04-01

    Full Text Available Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively.

  20. Adaptive service configuration approach for quality of service management in ubiquitous computing environments

    Institute of Scientific and Technical Information of China (English)

    Yong ZHANG; Shen-sheng ZHANG; Song-qiao HAN

    2009-01-01

    Mobility and resource-limitedness pose challenging issues to service configuration for quality of service (QoS) management in ubiquitous computing environments. Previous configuration approaches, such as static resource reservation,dynamic resource allocation and single service composition are not valid in the environments. In this study, we present an adaptive service configuration approach. Firstly, we reduce the dynamic configuration process to a control model which aims to achieve the variation of critical QoS on minimal level with less resource cost. Secondly, to deal with different QoS variations, we design two configuration strategies-service chain reconfiguration and QoS parameter adjustment-and implement them based on fuzzy logic control theory. Finally, a configuration algorithm is developed to flexibly employ the two configuration strategies in tune with the error of critical QoS in configuration process. The results of simulation experiments suggest that our approach outperforms existing configuration approaches in both QoS improvement and resource utilization.

  1. End to End Inter-domain Quality of Service Provisioning

    DEFF Research Database (Denmark)

    Brewka, Lukasz Jerzy

    This thesis addresses selected topics of Quality of Service (QoS) provisioning in heterogeneous data networks that construct the communication environment of today's Internet. In the vast range of protocols available in different domains of network infrastructures, a few chosen ones are discussed......, the general UPnPQoS performance was assessed analytically and confirmed by simulations results. The results validate the usability of UPnP-QoS, but some open issues in the specication were identified. As a result of addressing mentioned shortcomings of UPnP-QoS, a few pre-emption algorithms for home gateway...... were designed and compared. Similarly as for general UPnP-QoS assessment, analysis and intensive simulations were used for verification of proposed pre-emption techniques. The other proposed extension for UPnP-QoS was an integration of trac auto-classication within UPnP-QoS Architecture. Simulation...

  2. QUALITY OF SERVICE AND RELIABILITY WITH WEIGHTED FAIR QUEUING AND CUSTOM QUEUING IN OPTICAL COMMUNICATION

    Directory of Open Access Journals (Sweden)

    JITENDRA SAXENA

    2011-09-01

    Full Text Available Quality of service is a very important and vital issue for maintaining optical network with respect signal quality, jitter, and delay. Queuing theory is an important parameter to maintain triple play quality of service i.e video, voice and data. The network consists of different type of quality of service model client/ server model and a video client to client model. Video traffic is queued and prioritized in the firewall by using weighted fast queuing.

  3. Quality of Prenatal Care Services in Karabuk Community Health Center

    Directory of Open Access Journals (Sweden)

    Binali Catak

    2012-04-01

    Full Text Available The aim of the study was to evaluate the quality and quantity of prenatal care services according to gestastional week in Karabuk Community Health Center (CHC. Methods: In this descriptive study 365 pregnant women was selected as sample among 753 pregnant women registered at Karabuk CHC in 18/01/2011. 93.0% of women in the selected sample has been visited in their homes and the face to face interviews were done. The questionnaire was prepared according to Prenatal Care Management Guidelines (PCMG of Ministry of Health. Findings The number of follow-ups was not complete in 23.7% of 15-24 month, 34.4% of 25-32 month, 52,1% of 33-42 month pregnant women. At least four follow-up visits were completed only in 66,7% of postpartum women. Timing of first visit was after 15th week in 15,6% of women. In follow up visits 62.5% of of women’s height were never measured, in 13,0% the women hearth sound of infants didn’t monitored at least once. Laboratory test numbers were under the level required by PCMG. The delivery conditions weren’t planned in 41,8% of last trimester and postpartum women and training about breastfeeding wasn’t given to 15,5 of the same group. Result In family medicine model in Karabuk CHC developments in number of prenatal follow-up visits were observed, but no substantial improvements were found in quality of prenatal visits. Regular in service trainings shoud be given to family doctors and midwives. The use of prenatal care guideline published by MoH should be increased. Keywords: Prenatal care, pregnancy, timing of first visit, qality of prenatal care [TAF Prev Med Bull 2012; 11(2.000: 153-162

  4. The measurement of customer service quality as a competitive strategy in an industrial environment

    OpenAIRE

    2012-01-01

    M.Tech. This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial en...

  5. A new model to support the personalised management of a quality e-commerce service

    OpenAIRE

    Franceschini, Fiorenzo

    2003-01-01

    The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the "relationship evolution" between users and Web site, is developed. The method permits the provision of a specific service management for eac...

  6. An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran.

    Science.gov (United States)

    Zarei, Ehsan; Daneshkohan, Abbas; Pouragha, Behrouz; Marzban, Sima; Arab, Mohammad

    2014-07-29

    Perceived service quality is the most important predictor of patient satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of patients in private hospitals of Tehran, Iran. This cross-sectional study was conducted in the year 2010. The study's sample consisted of 969 patients who were recruited from eight private general hospitals in Tehran, Iran using consecutive sampling. A questionnaire was used for data collection; contacting 21 items (17 items about service quality and 4 items about overall satisfaction) and its validity and reliability were confirmed. Data analysis was performed using t-test, ANOVA and multivariate regression. this study found a strong relationship between service quality and patient satisfaction. About 45% of the variance in overall satisfaction was explained by four dimensions of perceived service quality. The cost of services, the quality of the process and the quality of interaction had the greatest effects on the overall satisfaction of patients, but not found a significant effect on the quality of the physical environment on patient satisfaction. Constructs related to costs, delivery of service and interpersonal aspect of care had the most positive impact on overall satisfaction of patients. Managers and owners of private hospitals should set reasonable prices compared to the quality of service. In terms of process quality, waiting time for visits, admissions, and surgeries must be declined and services provided at the fastest possible time. It should be emphasized to strengthen of interpersonal aspects of care and communication skills of care providers.

  7. Interlinking Service Delivery Innovation And Service Quality: A Conceptual Framework

    National Research Council Canada - National Science Library

    Arif Mohammad Arshad; Qin Su

    2015-01-01

      The purpose of writing this paper is to present the relationship between service delivery innovation and service quality in service organizations and to establish a research conceptual framework about this relationship...

  8. Managing the Quality of Reference/Information Service

    Science.gov (United States)

    Childers, Thomas

    1972-01-01

    A brief review of measurements of reference/information service in libraries leads to the observation that few measures have dealt with the service product from the user's point of view. (9 references) (Author/NH)

  9. Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya

    OpenAIRE

    Tsoukatos, E; Marwa, S; Rand, G K

    2004-01-01

    There is widespread customer dissatisfaction in the insurance industry, stemming from insurers' failure to satisfy customers' needs. Therefore, further research to improve the industry's understanding of service quality is required. Using data from the Greek and Kenyan insurance industries, service quality is measured using the SERVQUAL methodology to identify quality determinants and existing quality gaps in the industries. Quality improvement strategies are recommended in each case. Some ob...

  10. The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå

    OpenAIRE

    Agbor, Jenet Manyi

    2011-01-01

    It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others use...

  11. The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå

    OpenAIRE

    Agbor, Jenet Manyi

    2011-01-01

    It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others use...

  12. Evaluating quality of health services in health centres of Zanjan district of Iran.

    Science.gov (United States)

    Mohammadi, Ali; Mohammadi, Jamshid

    2012-01-01

    To assess quality of health services in Zanjan health centres based on clients' expectations and perceptions. The study was conducted by using service quality (SERVQUAL) scale on a sample of 300 females, clients of health care centres in the district of Zanjan, selected by cluster sampling. The results indicated that there were negative quality gaps at five SERVQUAL dimensions. The most and least negative quality gap mean scores were in reliability dimension (-2.1) and tangible (-1.13) respectively. There was statistically significant difference between clients' perceptions and expectations mean scores at all of the five service quality dimensions (P<0.001). The negative quality gap level in health service dimensions can be used as a guideline for redistribution of resources and managerial attempts to reduce quality gaps and improvement of health care quality.

  13. Distributed Sensor Architecture for Intelligent Control that Supports Quality of Control and Quality of Service

    Directory of Open Access Journals (Sweden)

    Jose-Luis Poza-Lujan

    2015-02-01

    Full Text Available This paper is part of a study of intelligent architectures for distributed control and communications systems. The study focuses on optimizing control systems by evaluating the performance of middleware through quality of service (QoS parameters and the optimization of control using Quality of Control (QoC parameters. The main aim of this work is to study, design, develop, and evaluate a distributed control architecture based on the Data-Distribution Service for Real-Time Systems (DDS communication standard as proposed by the Object Management Group (OMG. As a result of the study, an architecture called Frame-Sensor-Adapter to Control (FSACtrl has been developed. FSACtrl provides a model to implement an intelligent distributed Event-Based Control (EBC system with support to measure QoS and QoC parameters. The novelty consists of using, simultaneously, the measured QoS and QoC parameters to make decisions about the control action with a new method called Event Based Quality Integral Cycle. To validate the architecture, the first five Braitenberg vehicles have been implemented using the FSACtrl architecture. The experimental outcomes, demonstrate the convenience of using jointly QoS and QoC parameters in distributed control systems.

  14. Distributed Sensor Architecture for Intelligent Control that Supports Quality of Control and Quality of Service

    Science.gov (United States)

    Poza-Lujan, Jose-Luis; Posadas-Yagüe, Juan-Luis; Simó-Ten, José-Enrique; Simarro, Raúl; Benet, Ginés

    2015-01-01

    This paper is part of a study of intelligent architectures for distributed control and communications systems. The study focuses on optimizing control systems by evaluating the performance of middleware through quality of service (QoS) parameters and the optimization of control using Quality of Control (QoC) parameters. The main aim of this work is to study, design, develop, and evaluate a distributed control architecture based on the Data-Distribution Service for Real-Time Systems (DDS) communication standard as proposed by the Object Management Group (OMG). As a result of the study, an architecture called Frame-Sensor-Adapter to Control (FSACtrl) has been developed. FSACtrl provides a model to implement an intelligent distributed Event-Based Control (EBC) system with support to measure QoS and QoC parameters. The novelty consists of using, simultaneously, the measured QoS and QoC parameters to make decisions about the control action with a new method called Event Based Quality Integral Cycle. To validate the architecture, the first five Braitenberg vehicles have been implemented using the FSACtrl architecture. The experimental outcomes, demonstrate the convenience of using jointly QoS and QoC parameters in distributed control systems. PMID:25723145

  15. ASSESSMENT OF CUSTOMER EXPECTATION AND PERCEPTION OF SERVICE QUALITY DELIVERY IN GHANA COMMERCIAL BANK

    Directory of Open Access Journals (Sweden)

    Otu William

    2016-02-01

    Full Text Available The study is to determine customers’ expectations and perception of quality of servicedelivery of Ghana Commercial Banks Limited. The study also aims at determining thegap between customers’ expectation and perception of service quality delivery(customer satisfaction /dissatisfaction of the banks. To achieve the main aim of thestudy, the following specific objectives have been set out; determine customers’expectations of the quality of service delivery of GCB, measure customers’ perceptionof the quality of service delivery of GCB, determine the gap (customer satisfaction ordissatisfaction between customers’ perception and expectation of service qualitydelivery of the bank.

  16. E-Service Quality in Higher Education and Frequency of Use of the Service

    Science.gov (United States)

    Kim-Soon, Ng; Rahman, Abd; Ahmed, Muhudin

    2014-01-01

    Universities have been at the forefront of online service provision. Regular evaluations and appraisals of its e-services provided to students are regularly improvised to keep pace with the rapid changes of learning technology and competitiveness of its services provided. There is a dread of research works investigating e-service quality…

  17. Evaluation and measurement of service quality as steps to marketing excess

    Directory of Open Access Journals (Sweden)

    Mujić Nihada

    2005-01-01

    Full Text Available In today’s changing global environment, many businesses, in order to achieve competitive advantage and efficiency. have to seek profitable ways to differentiate themselves. One strategy that has been related to success is the delivery of high service quality. As service quality is becoming a major part of business practice, it is important to be able to measure and research its effectiveness. The most popular measure of service quality is SERVQUAL instrument. The findings discussed in this article are a study in which patients assessments of service quality were measured for services of primary care doctors in Osijek.

  18. Service quality and patient experiences of ambulatory care in a specialized clinic vs. a general hospital.

    Science.gov (United States)

    De Regge, Melissa; De Groote, Hélène; Trybou, Jeroen; Gemmel, Paul; Brugada, Pedro

    2017-04-01

    Health care organizations are constantly looking for ways to establish a differential advantage to attract customers. To this end, service quality has become an important differentiator in the strategy of health care organizations. In this study, we compared the service quality and patient experience in an ambulatory care setting of a physician-owned specialized facility with that of a general hospital. A comparative case study with a mixed method design was employed. Data were gathered through a survey on health service quality and patient experience, completed with observations, walkthroughs, and photographic material. Service quality and patient experiences are high in both the investigated health care facilities. A significant distinction can be made between the two facilities in terms of interpersonal quality (p = 0.001) and environmental quality (P ≤ 0.001), in favor of the medical center. The difference in environmental quality is also indicated by the scores given by participants who had been in both facilities. Qualitative analysis showed higher administrative quality in the medical center. Environmental quality and patient experience can predict the interpersonal quality; for environmental quality, interpersonal quality and age are significant predictors. Service quality and patient experiences are high in both facilities. The medical center has higher service quality for interpersonal and environmental service quality and is more process-centered.

  19. Public transparency Web sites for radiology practices: prevalence of price, clinical quality, and service quality information.

    Science.gov (United States)

    Rosenkrantz, Andrew B; Doshi, Ankur M

    2016-01-01

    To assess information regarding radiology practices on public transparency Web sites. Eight Web sites comparing radiology centers' price and quality were identified. Web site content was assessed. Six of eight Web sites reported examination prices. Other reported information included hours of operation (4/8), patient satisfaction (2/8), American College of Radiology (ACR) accreditation (3/8), on-site radiologists (2/8), as well as parking, accessibility, waiting area amenities, same/next-day reports, mammography follow-up rates, examination appropriateness, radiation dose, fellowship-trained radiologists, and advanced technologies (1/8 each). Transparency Web sites had a preponderance of price (and to a lesser extent service quality) information, risking fostering price-based competition at the expense of clinical quality. Copyright © 2016 Elsevier Inc. All rights reserved.

  20. Do efforts to standardize, assess and improve the quality of health service provision to adolescents by government-run health services in low and middle income countries, lead to improvements in service-quality and service-utilization by adolescents?

    Science.gov (United States)

    Chandra-Mouli, Venkatraman; Chatterjee, Subidita; Bose, Krishna

    2016-02-06

    Researchers and implementers working in adolescent health, and adolescents themselves question whether government-run health services in conservative and resource-constrained settings can be made adolescent friendly. This paper aims to find out what selected low and middle income country (LMIC) governments have set out to do to improve the quality of health service provision to adolescents; whether their efforts led to measurable improvements in quality and to increased health service-utilization by adolescents. We gathered normative guidance and reports from eight LMICs in Asia, Africa, Central and Eastern Europe and the Western Pacific. We analysed national quality standards for adolescent friendly health services, findings from the assessments of the quality of health service provision, and findings on the utilization of health services. Governments of LMICs have set out to improve the accessibility, acceptability, equity, appropriateness and effectiveness of health service provision to adolescents by defining standards and actions to achieve them. Their actions have led to measurable improvements in quality and to increases in health service utilisation by adolescents. With support, government-run health facilities in LMICs can improve the quality of health services and their utilization by adolescents.

  1. 42 CFR 440.260 - Methods and standards to assure quality of services.

    Science.gov (United States)

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Methods and standards to assure quality of services. 440.260 Section 440.260 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH... and Limits Applicable to All Services § 440.260 Methods and standards to assure quality of...

  2. Information Technology in Malaysia: E - service quality and Uptake of Internet banking

    Directory of Open Access Journals (Sweden)

    Murali Raman

    2008-08-01

    Full Text Available I nternet banking is one of the most popular services utilized by the Malaysian retail banking customers in recent years. Despite its attractiveness, studies have shown that the quality of e - services is core a issue that influences adoption of Internet banki ng services worldwide. The objective of this study is to evaluate consumer perceptions on quality of e - services and Internet banking adoption in Malaysia. Results show that Internet banking users and non - users have different expectation towards e - service q uality preferences. The implications are discussed and recommendations are made in order to improve Internet banking service quality in Malaysia

  3. DEVELOPMENT OF PASSENGER TRAFFIC SERVICE QUALITY MANAGEMENT SYSTEM OF RAILWAY ENTERPRISES

    Directory of Open Access Journals (Sweden)

    M. V. Rudenko

    2016-12-01

    Full Text Available Purpose. At the present stage of development of Ukraine’s economy, passenger traffic service quality management of railway enterprises became one of the main tasks to ensure their efficient operation. In terms of railway re-forms and increased competition in the transport market, the discrepancies between the technological level of traffic and the growing needs of society and the quality standards of transport services, the priority is the establishment of quality management system for passenger traffic services in rail transport. This question should be considered in the paper. Methodology. To achieve this goal and ensure a high quality level of passenger traffic services in rail trans-port, which involves a combination of approaches to the position of consumers (determination of their satisfaction and railway enterprises (measurement of results and formation processes of service quality, the paper proposed a passenger traffic service quality management system. The proposed methodical approach to formation of the passenger traffic service quality management system in rail transport implements a principally new scheme of interaction of elements during provision of services, where the inter-related resources (human, material, financial, information, means, instruments and processes result in creation of quality transport service. Findings. The efficiency of the passenger traffic service quality management system allows detecting the dynamic of improvement of the services provided by the railway enterprises and building the system which is self-learning on the principles of continuous improvement. The paper grounded new principles of the passenger traffic quality management, which were formed on the basis of general management principles, quality management principles and railway transport management principles. Originality. The work presents the developed passenger traffic service quality management system targeted to meet the expectations of

  4. Quality of Service over Specific Link Layers: state of the art report

    NARCIS (Netherlands)

    Zee, van der Martin; Ait Yaiz, Rachid; Heijenk, Geert

    1999-01-01

    The Integrated Services concept is proposed as an enhancement to the current Internet architecture, to provide a better Quality of Service (QoS) than that provided by the traditional Best-Effort service. The features of the Integrated Services are explained in this report. To support Integrated Serv

  5. Successful outsourcing: improving quality of life through integrated support services.

    Science.gov (United States)

    Bates, Jason; Sharratt, Martin; King, John

    2014-01-01

    This article examines the way that non-clinical support services are provided in healthcare settings through outsourcing partnerships. The integrated support services model and benefits to patient experience and safety as well as organizational efficiency and effectiveness are explored through an examination of services at a busy urban community hospital.

  6. Estimation of Unknown Quality of Service Values to Increase the Quality of Composite Grid Service Using Bayesian Network

    Directory of Open Access Journals (Sweden)

    Ali Asghar Pourhaji Kazem

    2013-04-01

    Full Text Available Computational Grids have developed as a new approach to solve large scale problems in scientific, engineering and business areas. Open Grid services architecture is an adaptation of the service-oriented architecture which presents the Grid operation a set of service-oriented softwares. Grid services composition provides the possibility for users to submit their complex requirements as a single request.QoS-aware Grid service composition algorithms try to construct a composite Grid service which satisfies the user-defined constraints as well as to optimize the QoS parameters. All of the presented service composition approaches in the literature discard using the Grid services with unknown QoS values in the composition process. However, estimation of unknown QoS values of Grid services provides an opportunity for them to be selected as component Grid services in the constructed composite service. In this paper, a probabilistic QoS model is presented for estimating the unknown QoS values using Bayesian network. Experimental results indicate that estimating the unknown QoS values has high accuracy and leads to more efficient composite Grid services.

  7. Service Quality: A Concept not Fully Explored.

    Science.gov (United States)

    Hernon, Peter; Nitecki, Danuta A.

    2001-01-01

    Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

  8. Measuring quality of dental care: Caries prevention services for children.

    Science.gov (United States)

    Herndon, Jill Boylston; Tomar, Scott L; Catalanotto, Frank A; Rudner, Nancy; Huang, I-Chan; Aravamudhan, Krishna; Shenkman, Elizabeth A; Crall, James J

    2015-08-01

    The authors conducted a study to validate the following 3 evidence-based, process-of-care quality measures focused on dental caries prevention for children with an elevated risk of experiencing caries: sealants for 6- to 9-year-olds, sealants for 10- to 14-year-olds, and topical fluoride. Using evidence-based guidelines, the Dental Quality Alliance developed measures for implementation with administrative data at the plan and program levels. To validate the measures, the authors used data from the Florida and Texas Medicaid programs and Children's Health Insurance Programs and from national commercial dental benefit plans. Data were extracted from 414 randomly selected dental office records to validate the use of administrative data to accurately calculate the measures. The authors also assessed statistically significant variations in overall measure performance. Agreement between administrative data and dental records was 95% for sealants (κ = 0.82) and 90% for topical fluoride (κ = 0.78). Sensitivity and specificity were 90.7% and 88.5% for topical fluoride and 77.8% and 98.8% for sealants, respectively. Variation in overall measure performance was greatest for topical fluoride (χ(2) = 5,887.1; P caries received at least 2 topical fluoride applications during the reporting year. Although there was greater variation in performance for sealants for 6- to 9-year-olds (range, 21.0-31.3%; χ(2) = 548.6; P caries prevention process-of-care quality measures can be implemented feasibly and validly using administrative claims data. The measures can be used to assess, monitor, and improve the proportion of children with an elevated risk of experiencing dental caries who receive evidence-based caries prevention services. Copyright © 2015 American Dental Association. Published by Elsevier Inc. All rights reserved.

  9. The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

    Directory of Open Access Journals (Sweden)

    Ricko Achmadi Putra

    2017-09-01

    Full Text Available This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM. The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

  10. Quality Management and Building Government Information Services.

    Science.gov (United States)

    Farrell, Maggie

    1998-01-01

    Discusses serving library-patron needs in terms of customer service and quality control. Highlights include tools for measuring the quality of service (e.g., the SERVQUAL survey), advisory boards or focus groups, library "service statements," changing patron needs, new information formats, and justifying depository library services. (JAK)

  11. Service Quality in Supply Chain: A Review

    Directory of Open Access Journals (Sweden)

    Tarun K. Gupta

    2012-08-01

    Full Text Available Economic development of a country generally depends upon the growth amongst its agriculture, manufacture and service sectors. Part of service sector increasing day by day therefore quality of service is very important to maintain the economic growth of a nation. It is very easy to calculate the loss due to poor sale but it is very difficult to calculate the loss due to poor service quality. Good service always built up the confidence of the customer in the firm. In This paper the author has discussed the concept of service quality in supply chain and has given a core review. A three level development of service quality in supply chain has been explored and a relationship has been established between service quality, supply chain and service quality in supply chain.

  12. An Investigation into the Determinant of Service Quality among Management Students (Empirical Study of Iranian Students

    Directory of Open Access Journals (Sweden)

    Ali Sorayaei

    2013-02-01

    Full Text Available This study explores the Iranian education to generate a curriculum that should be comprehensive of the rich inheritance of different variables like knowledge, skill and attitude. For that purpose, Service Quality (SERVQUAL is a standard instrument to evaluation the level of quality provided. The present study is an attempt to measure the level of Service Quality provided by Zenithal in the field of technical education among management students. The results of the questionnaire survey are analyzed in relation to the five Service Quality (SERVQUAL dimensions (tangibles; reliability; responsiveness; assurance; empathy and revealed that various aspects of quality differ significantly based on some demographic variables.

  13. CUSTOMER SERVICES AND PRODUCT QUALITY

    Directory of Open Access Journals (Sweden)

    NEAMŢU Liviu

    2013-04-01

    Full Text Available Objective level of product is a combination of material elements. They are supplemented by satisfying highly heterogeneous and complex motivations, representing highly diverse subjective functions associated to product until individualization for each type of consumption. Thus it observes highly surprising developments of subjective function associated with a product and which determines in the consumer's opinion the quality level of the product. The present study examines the role of associated services covering the subjective function of the product in view of the fact that the utility or subjective function is dependent on elements such as style, fashion and fads. Consumers will no longer accept products with average quality of related services. For a company that wants to stay in the market and achieve profitability, the only solution is moving towards a complete product package type goods-services. Associated services are thus an indicator of quality and the best customer loyalty insurance policy, there is a close relationship between the quality of services provided by a firm, customer satisfaction and company profitability.

  14. An Empirical Study on Antecedents of Perceived Service Recovery Quality in E-banking Context

    Directory of Open Access Journals (Sweden)

    Rejikumar G

    2015-12-01

    Full Text Available The wide usage of IT enabled options for service delivery has increased the occurrence of irrepressible service failures in the contemporary banking landscape. The enhanced service quality levels exhibited by the dedicated employees suffer badly due to ever-increasing number of tech-driven service failures. The purpose of this study was to examine the linkages among constructs such as perceived service quality, perceived organizational service orientation, perceived automation quality, perceived employee proficiency and perceived service recovery quality to recovery satisfaction in the E-banking context. This investigation examined the moderating role of perceived initial negative feelings of the customer due to service failures, on recovery satisfaction. Data collected from 248 banking customers were analyzed by structural equation modeling approach using, Smart PLS 2.0 M 3, software to identify significant linkages among variables under study. Apart from perceived employee proficiency, all other variables significantly developed perceived service recovery quality leading to recovery satisfaction. Initial negative feelings from a service failure failed to cause significant moderating effect on post recovery satisfaction. The most disturbing service failures in the automated service delivery environment was identified as technical failures such as delay in online transactions, issues related to ATMs and interrupted connectivity. The study could establish that excellent service recovery quality develops service recovery satisfaction and customers gain more confidence in the bank and perceive higher value in their association with the bank.

  15. Traveling abroad for medical care: U.S. medical tourists' expectations and perceptions of service quality.

    Science.gov (United States)

    Guiry, Michael; Vequist, David G

    2011-01-01

    The SERVQUAL scale has been widely used to measure service quality in the health care industry. This research is the first study that used SERVQUAL to assess U.S. medical tourists' expectations and perceptions of the service quality of health care facilities located outside the United States. Based on a sample of U.S. consumers, who had traveled abroad for medical care, the results indicated that there were significant differences between U.S. medical tourists' perceived level of service provided and their expectations of the service that should be provided for four of the five dimensions of service quality. Reliability had the largest service quality gap followed by assurance, tangibles, and empathy. Responsiveness was the only dimension without a significantly different gap score. The study establishes a foundation for future research on service quality in the rapidly growing medical tourism industry.

  16. An Examination of Possible Relationships between Service Quality and Brand Equity in Online Higher Education

    Science.gov (United States)

    Jarrell, Charles M.

    2012-01-01

    Researchers and marketers lack information about possible relationships between service quality and online brand equity in intangible and often undifferentiated service businesses. The services sector of the economy is large with 72% of the economic output and 80% of the workers in the United States in 2007. Within the services sector, Internet…

  17. An Examination of Possible Relationships between Service Quality and Brand Equity in Online Higher Education

    Science.gov (United States)

    Jarrell, Charles M.

    2012-01-01

    Researchers and marketers lack information about possible relationships between service quality and online brand equity in intangible and often undifferentiated service businesses. The services sector of the economy is large with 72% of the economic output and 80% of the workers in the United States in 2007. Within the services sector, Internet…

  18. Perceived Quality of Information Technology Services: The Role of Technostress and Individual Differences

    Directory of Open Access Journals (Sweden)

    Danilo Magno Marchiori

    2015-12-01

    Full Text Available The aim was to identify if the elements of the service encounter and technostress creators affect the perceived service quality provided by internal information technology department, through the realization of a theoretical and empirical research. Quantitative and descriptive in its approach, the study was conducted with 138 users of IT services who work at a federal organization operating in the state of Espírito Santo. This research tested the direct influence of the three elements of service encounter (i.e. service product, service delivery and service environment and four causal factors of technostress (techno-overload, techno-invasion, techno-complexity and techno-uncertainty. In addition, the research tested whether the individual characteristics of users (i.e. gender, age, education, current experience, previous experience and location of work produced statistically significant differences when compared to their perception of the overall quality of services. The results generated through multiple regression showed that the overall quality of services was explained by the service product, service environment, service delivery and techno-complexity variables. Upon comparison, the statistical averages inferred that employees who work in decentralized organizational units, specializing in public service, rated the overall quality of services more positively.

  19. Quality of Primary Health Services in the Clinics of Shomal Health Center of Tehran

    Directory of Open Access Journals (Sweden)

    Mohammad-Hossein Safi

    2015-02-01

    Full Text Available Background and Objective: Quality is a major concern in the services offered by the health sector.  The first basic step, in formulating any quality-improvement program, is recognizing consumers’ perceptions and expectations of the services' quality. The aim of this study is to determine the gaps in the health services and provide solutions to increase clients' satisfaction in the clinics of Shomal Health Center of Tehran.Material and Methods: This cross-sectional and descriptive study was done in 2013. The sample size was 325, proportionately selected from the recipients of primary health care in each clinic. Data was collected by a questionnaire, based on the five dimensions of service quality gap SERVQUAL instrument; which includes 22 questions. The collected data was statistically analyzed using SPSS software.  Results: There was a significant difference between the client's perception and expectation in each of the five dimensions of service quality. The smallest gap was in the communion (0.68 and the largest gap in the concrete (0/88 service. The client's education was significantly associated with the quality gap.Conclusion: None of the service dimensions were beyond the expectations of the respondents. Therefore, there is an ample room for improving the service processes.Keywords: Health center, Quality of service, SERVQUAL, Shomal Health Center, Primary Health

  20. Service Quality and Customers’ Patronage Decision of Healthcare Insurance Products: ?In-Depth Interview Approach

    OpenAIRE

    Muhammad Sabbir Rahman; Fadi AbdelMuniem AbdelFattah; Osman Bin Mohamad

    2014-01-01

    The purpose of this qualitative research is to explore the role of service quality on customers’ patronage decision of Malaysian health insurance products. Through a critical review of the literature about service quality and customers’ patronage intention this research proposed a relationship of service quality, customer’s satisfaction, perceived value and corporate image on customer’s patronage intention. This research applied qualitative approach (in-depth interview) from 20 participants. ...

  1. The quality of mobile phone services provided by Romanian operators, from consumers` perspective

    Directory of Open Access Journals (Sweden)

    Doru Alexandru Pleşea

    2013-06-01

    Full Text Available The mobile services are distinguished through their quality, either we speak about the way the client is approached and placed in the centre of the operator's actions, or about the services the client benefits in his capacity as a client. The Romanian mobile operators’ services have greatly evolved from their launch in 1997. Along these times, the mobile operators brought more value to these services, due to their need to meet the consumers' expectations with services of high quality and competitiveness. Usually the Romanian consumers place the price in the forefront of their service/mobile phone services acquisition, but an objective analyze of the quality of the mobile phone services has to take into account both technical aspects of the services and the interfacing services too. Therefore, this paper takes into account technical characteristics of the services such as national telephony coverage, data transmission services coverage, the signal quality, maximum speed of data transfer as well as related services such as distribution network, sales and support sales services, after-sales services, and range of available terminals. Based on mobile services comprehensive analysis made available to consumers by the major players on the Romanian market, this paper aims to highlight the main reasons of the consumers’ satisfaction and dissatisfaction.

  2. Quality of Service and Crime Incidents in Public Transport: A Case ...

    African Journals Online (AJOL)

    Quality of Service and Crime Incidents in Public Transport: A Case Study of Lagos ... Data obtained were analyzed using frequency distribution, correlation and ... Findings revealed that poor quality of bus stops, unemployment/poverty, poor ...

  3. Factors Influencing Healthcare Service Quality

    Directory of Open Access Journals (Sweden)

    Ali Mohammad Mosadeghrad

    2014-07-01

    Full Text Available Background The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers. Conclusion This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality.

  4. Assessing Service Quality in Cyprus Mobile Telecommunication industry: A case Study of CYTA and Areeba

    OpenAIRE

    STYLIANOU, KATERINA

    2006-01-01

    ABSTRACT The imperative of Quality and its management are facts in modern business and have a great impact on both industrial and service sector enterprises. Moreover, these aspects have become of the most significant in pursuing business excellence, superior performance and global competitiveness. This is the reason why studies of service quality, service value and customer satisfaction have dominated the services marketing literature. The main purpose of this research paper is to assess...

  5. A case study: measuring service quality of a private hospital using SERVQUAL method

    OpenAIRE

    1995-01-01

    Ankara : The Graduate School of Business Administration of Bilkent Univ., 1995. Thesis (Master's) -- Bilkent University, 1995. Includes bibliographical references leaves 80-82. For a long time definitions of quality mostly referred to the manufacturing world, not the service sector. However, today more and more leaders of service organizations are discovering that quality is a critical issue for services too. They are aware that improving service in the eyes o f customers is...

  6. A Model for Assessing the Service Quality of University Library Websites

    Directory of Open Access Journals (Sweden)

    Chung-Min Wu

    2013-01-01

    Full Text Available Evaluating the e-service quality is essential to organizations. The future of e-libraries has a vital place in universities. Libraries need to use websites as means to provide access to information resources, news and events. The importance of assessing e-service quality of libraries is significant. Previous researchers have developed many methods for assessing e-service quality. However, most of them only focus on the independent hierarchical structure. In this paper, we would like to figure out the criteria for assessing the service quality of library websites from university students’ viewpoints. According to interdependent criteria, the analytic network process (ANP approach is employed to (i generate the priority weights of each criterion; (ii measure the service quality of university library websites. 12 web-based service criteria are identified according to 3144 university students’ viewpoints based on fuzzy Delphi method. On the basis of past studies, we divide 12 criteria into 3 perspectives, namely, system, efficiency, and information quality to measure the service quality of university library websites. On the basis of 3 perspectives and 12 important criteria, service quality of university library websites could be measured more effectively. Moreover, the practical application to measure the service quality of the old and new versions of one university library website presented in Section 5 is generic and also suitable to be exploited for Taiwanese universities.

  7. Quality Control Review of the Defense Finance and Accounting Service Internal Audit Organization

    Science.gov (United States)

    2014-12-01

    No. DODIG-2015-043 D E C E M B E R 1 , 2 0 1 4 Quality Control Review of the Defense Finance and Accounting Service Internal Audit Organization... FINANCE AND ACCOUNTING SERVICE SUBJECT: Quality Control Review of the Defense Finance and Accounting Service Internal Audit Organization (Report No...organization, Defense Finance and Accounting Service Office of Internal Review (DFAS IR), in effect for the period ended June 30, 2014. The generally

  8. A Study of Customer Service, Customer Satisfaction and Service Quality in the Logistics Function of the UK Food Processing Industry

    OpenAIRE

    Grant, David Bruce

    2003-01-01

    The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry. These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power. Firms that improve customer service should inc...

  9. THE EFFECTS OF SERVICE QUALITY AND CORPORATE REBRANDING ON BRAND IMAGE, CUSTOMER SATISFACTION, BRAND EQUITY AND CUSTOMER LOYALTY: STUDY IN ADVERTISING COMPANY AT TVONE

    National Research Council Canada - National Science Library

    Chaniago, Aspizain

    2016-01-01

    The purpose of this study was to analyze the effects of service quality on brand image, service quality on customer satisfaction, service quality on brand equity, service quality on customer loyalty...

  10. SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

    OpenAIRE

    Azman Ismail; Yusrizal Sufardi Mohd Yunan

    2016-01-01

    Background: Service quality, customer satisfaction and customer loyalty have received a special attention in the recent health sector literature. The aim of this study was to examine the correlation between service quality and customer satisfaction as well as the correlation between service quality and customer loyalty. Methods: The self-report questionnaires gathered from patients at army medical centres in West Malaysia were used for this purpose. Results: The outcomes of Smar...

  11. Impact of waiting on the perception of service quality in nuclear medicine

    NARCIS (Netherlands)

    De Man, S; Vlerick, P; Gemmel, P; De Bondt, P; Matthys, D; Dierckx, RA

    2005-01-01

    Background This is the first study examining the link between waiting and various dimensions of perceived service quality in nuclear medicine. Methods We tested the impact of selected waiting experience variables on the evaluation of service quality, measured using the Servqual tool, of 406 patients

  12. Student and Faculty Perceptions of Service Quality: The Moderating Role of the Institutional Aspects

    Science.gov (United States)

    Duževic, Ines; Ceh Casni, Anita

    2015-01-01

    The purpose of this study was to explore key attributes of service quality in the Croatian higher education system. In particular, the study aims to compare student and faculty perceptions of service quality and to identify institutional aspects that may affect the perceptions of these two customers. Principal component analysis is used to define…

  13. Student and Faculty Perceptions of Service Quality: The Moderating Role of the Institutional Aspects

    Science.gov (United States)

    Duževic, Ines; Ceh Casni, Anita

    2015-01-01

    The purpose of this study was to explore key attributes of service quality in the Croatian higher education system. In particular, the study aims to compare student and faculty perceptions of service quality and to identify institutional aspects that may affect the perceptions of these two customers. Principal component analysis is used to define…

  14. AN APPLICATION ON CUSTOMER SATISFACTION AND SERVICE QUALITY OF SERVICE IN THE REFECTORY OF ADIYAMAN UNİVERSİTY

    Directory of Open Access Journals (Sweden)

    Mücahit ÇELİK

    2012-06-01

    Full Text Available The level of customer satisfaction and the quality of service duty in service sector arise suddenly and directly after the consume of the service. In this article, service and customer satisfaction terms have been explained before all else. After that, a study to measure customer satisfaction and service quality has been carried out and the satisfaction level of customers that consumes refectory service and their expectations; the physical vision of the refectory, compliance of the refectory with the published menu (reliability on the refectory, going to the refectory with desire, sensitivity of the refectory managerial have been studied via the quality that the refectory has presented and the organoleptic features of the food. Besides, it has been studied that to what extent these variants that have been selected explains customer satisfaction in service sector. At the end of the study, it has been found out that students, academic and administrative staff of Adiyaman University are satisfied with the service duty of contractor firm presenting package food service, however that they regard the organoleptic features of food presented as unsatisfactory.

  15. A critical evaluation of service quality and management involvement in a service organisation

    OpenAIRE

    2012-01-01

    M.Comm. Customer service quality is an important aspect in the process required to make an organisation successful. Research has shown that it is very expensive to acquire new customers and that the ideal is to keep existing customers, to satisfy their needs and give them value for money to ensure that they return to the organisation. Servicing existing customers will also ensure that profitability improves over time. Seven leading organisations in South Africa were selected to investigate...

  16. Effect of Dimensions of Service Quality on the Brand Equity in the Fast Food Industry

    Directory of Open Access Journals (Sweden)

    Esmaeilpour Majid

    2016-12-01

    Full Text Available Due to the increasing competition in the industry and service sectors, creating the powerful brands has great importance in these industries. One of the main factors that help to create a powerful brand is investment and improving the quality of services. Nowadays, the competition for improving the quality of services is raised as a key strategic issue for organizations that operate in the services sector. The aim of this research is to investigate how the dimensions of service quality affect the brand equity in the fast food industry. The customers of fast food industry (Restaurant Raphael in Boushehr constitute the statistical population of this research. Given that the statistical population is unlimited, through sampling 390 questionnaires were distributed, collected and analyzed. For analyzing the data, the structural equations modelling was used by help of the software smart PLS. The results show that the entire dimensions of service quality of model SERVQUAL (tangible factors of services, reliability, responsiveness, assurance and empathy have a positive and significant impact on the brand equity. It also became clear that among the five dimensions of quality of services, the tangible factors of services have the most impact on the brand equity in the fast food industry. So implementing the programs to enhance the quality of services will have to a very large extent a positive effect on increasing the brand equity in the fast food industry.

  17. Dynamic Policy-Driven Quality of Service in Service-Oriented Information Management Systems

    Science.gov (United States)

    2011-01-01

    middleware, such as the Java Message Service (JMS) [20], the Data Distribution Service (DDS) [35], CORBA Notification Service [36], or Web Services...much in the way that component models, such as the CORBA Compo- nent Model (CCM), encapsulated functionality as components. Service interfaces in SOA...and assemblies, facilitating deployment of Lightweight CORBA Component Model (CCM)-based applications. VEST [44] and AIRES [19] ana- lyze domain

  18. Measuring the Quality of the u-Learning Service Using the Zone of Tolerance SERVQUAL

    Science.gov (United States)

    Kim, Seong Jin; Park, Keon Chul; Seo, Hyun Sik; Lee, Bong Gyou

    The purpose of this study is to analyze diverse factors that affect service quality of Digital textbook service. The ZOT(Zone of Tolerance) SERVQUAL has been applied to develop the research model. Users of the Digital textbook service were selected as subjects for the sample frame. A total of 115 surveys from over 112 schools were collected and used as data for analysis. Results of the survey by SPSS Win Ver. 12.0 showed that the perceived level of service quality in terms of reliability is particularly low, and is quite different from adequate quality. This paper suggests useful guidelines to education providers for improving their public u-Learning environment.

  19. Headache service quality: evaluation of quality indicators in 14 specialist-care centres.

    Science.gov (United States)

    Schramm, Sara; Uluduz, Derya; Gouveia, Raquel Gil; Jensen, Rigmor; Siva, Aksel; Uygunoglu, Ugur; Gvantsa, Giorgadze; Mania, Maka; Braschinsky, Mark; Filatova, Elena; Latysheva, Nina; Osipova, Vera; Skorobogatykh, Kirill; Azimova, Julia; Straube, Andreas; Eren, Ozan Emre; Martelletti, Paolo; De Angelis, Valerio; Negro, Andrea; Linde, Mattias; Hagen, Knut; Radojicic, Aleksandra; Zidverc-Trajkovic, Jasna; Podgorac, Ana; Paemeleire, Koen; De Pue, Annelien; Lampl, Christian; Steiner, Timothy J; Katsarava, Zaza

    2016-12-01

    The study was a collaboration between Lifting The Burden (LTB) and the European Headache Federation (EHF). Its aim was to evaluate the implementation of quality indicators for headache care Europe-wide in specialist headache centres (level-3 according to the EHF/LTB standard). Employing previously-developed instruments in 14 such centres, we made enquiries, in each, of health-care providers (doctors, nurses, psychologists, physiotherapists) and 50 patients, and analysed the medical records of 50 other patients. Enquiries were in 9 domains: diagnostic accuracy, individualized management, referral pathways, patient's education and reassurance, convenience and comfort, patient's satisfaction, equity and efficiency of the headache care, outcome assessment and safety. Our study showed that highly experienced headache centres treated their patients in general very well. The centres were content with their work and their patients were content with their treatment. Including disability and quality-of-life evaluations in clinical assessments, and protocols regarding safety, proved problematic: better standards for these are needed. Some centres had problems with follow-up: many specialised centres operated in one-touch systems, without possibility of controlling long-term management or the success of treatments dependent on this. This first Europe-wide quality study showed that the quality indicators were workable in specialist care. They demonstrated common trends, producing evidence of what is majority practice. They also uncovered deficits that might be remedied in order to improve quality. They offer the means of setting benchmarks against which service quality may be judged. The next step is to take the evaluation process into non-specialist care (EHF/LTB levels 1 and 2).

  20. Management Practice of Supply Chain Quality Management in Service-oriented Manufacturing Industry

    National Research Council Canada - National Science Library

    Ping Gu; Ruyi Song; Xuyun Chen

    2017-01-01

    Supply chain quality management (SCQM) in service-oriented manufacturing industries is needed in delivering value to customers in all process of supply chain management based on total quality management (TQM...

  1. Quality of care in psychosis and bipolar disorder from the service user perspective.

    Science.gov (United States)

    Skelly, Niamh; Schnittger, Rebecca I; Butterly, Lisa; Frorath, Charlotte; Morgan, Craig; McLoughlin, Declan M; Fearon, Paul

    2013-12-01

    According to the recovery model of mental health care, service development should incorporate the expert knowledge of service users. To date, there has been limited research into conceptualizations of mental health care quality among services users diagnosed with bipolar disorder or psychosis. To investigate service user perspectives on quality of care, we conducted six focus groups (N = 29) with inpatients and outpatients of an independent Irish mental health service. We undertook an inductive thematic analysis of the data. Participants identified proactive staff, meaningful and warm staff-patient interactions, and safety and sociability in the inpatient environment as components of good quality mental health care. Participants also discussed how the implementation of best practice guidelines does not necessarily improve quality of care from the service user perspective. This and similar qualitative research should be used to inform service development and the creation of evaluation instruments compatible with the recovery model.

  2. MARKET SERVICES AND THEIR ROLE IN THE QUALITY OF LIFE OF THE POPULATION IN ROMANIA

    Directory of Open Access Journals (Sweden)

    Babucea Ana Gabriela

    2011-06-01

    Full Text Available Services are increasingly present in public life in Romania, they contributing substantially to meeting the of multiple needs, that once satisfied contribute to shaping the quality of life. We proposed in this paper to identify the extent to which market services provided to the population are covered by the standard of living and hence the quality of life in Romania, using to this purpose the theoretical conceptualization and statistical data that would allow conclusions to be drawn vis-à - vis the involvement of market services in determining the quality of life. Services contribution to quality of life refers to three important aspects: the consumption of services, the relations of services with free time and the environment.

  3. Reasons for the Gap between service quality expectations and perceptions of customers

    OpenAIRE

    YILMAZ, İbrahim

    2013-01-01

    In this study, the basic and sub-reasons that cause gaps between customers’ expectations and perceptions regarding the service quality are analyzed. These reasons are discussed in the Service Quality Gap Model developed by Parasuraman, Zeithaml and Berry (1985). According to the Service Quality Gap Model, gap between customers’ service quality expectations and perceptions (Gap 5) stem from four basic gaps/reasons that may be under the control of the business. The first gap (Gap 1) stems from ...

  4. ASSESSMENT OF CUSTOMER EXPECTATION AND PERCEPTION OF SERVICE QUALITY DELIVERY IN GHANA COMMERCIAL BANK

    OpenAIRE

    Otu William; Emma Eyison Appiah; Emmanuel Addo Botchway.

    2016-01-01

    The study is to determine customers’ expectations and perception of quality of servicedelivery of Ghana Commercial Banks Limited. The study also aims at determining thegap between customers’ expectation and perception of service quality delivery(customer satisfaction /dissatisfaction) of the banks. To achieve the main aim of thestudy, the following specific objectives have been set out; determine customers’expectations of the quality of service delivery of GCB, measure customers’ perceptionof...

  5. Service Quality in Postgraduate Education

    Science.gov (United States)

    Angell, Robert J.; Heffernan, Troy W.; Megicks, Phil

    2008-01-01

    Purpose: Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service…

  6. Service Quality in Postgraduate Education

    Science.gov (United States)

    Angell, Robert J.; Heffernan, Troy W.; Megicks, Phil

    2008-01-01

    Purpose: Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service…

  7. Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank

    National Research Council Canada - National Science Library

    Hossein Rahimi Koloor

    2015-01-01

    .... Research results suggested that the quality of banking services, customer satisfaction, and the quality of bank relationship with customers had the most effects on customer loyalty, respectively...

  8. Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients’ Perspective

    OpenAIRE

    Rezaei, Satar; Matin, Behzad Karami; Moradi, Khalil; Bijan, Behroz; Fallahi, Masoud; Shokati, Behnam; Saeidi, Hamid

    2016-01-01

    Introduction The main mission of hospitals in any health system is to deliver high quality healthcare for patients and meet their needs and expectations. The aim of the current study was to assess the quality of the service of educational hospitals affiliated with Kermanshah University of Medical Sciences in 2015, from the perspective of patients. Methods In this cross-sectional study, the perspectives of 400 patients were assessed about the quality of the services provided by educational hos...

  9. Measuring the Quality of Travel Agencies E - Service Application: Proposed A Model

    Directory of Open Access Journals (Sweden)

    Ali Turan Bayram

    2015-09-01

    Full Text Available This study has been handled to a two dimensional e-service quality measurements, based on e-service quality measurement models in the literatüre, according to changing consumer demands. E-service quality models has been composed from two factors and seven sub-factors belong to these two factors, in mind to be associated with perceived quality on pre-puchase and post-purchase process. The aim of this study has been identified as developing a two dimensional model for travel agencies by putting out e- service quality dimensions. With the context of study questionnaire form was experimentedto 163 people and factor analysis was made with the aim of identifying sub-dimensions and in this factors. At the result of study, a model has been proposed a model for measuring the quality of travel agencies’ e-service application

  10. Linking water quality and well-being for improved assessment and valuation of ecosystem services.

    Science.gov (United States)

    Keeler, Bonnie L; Polasky, Stephen; Brauman, Kate A; Johnson, Kris A; Finlay, Jacques C; O'Neill, Ann; Kovacs, Kent; Dalzell, Brent

    2012-11-06

    Despite broad recognition of the value of the goods and services provided by nature, existing tools for assessing and valuing ecosystem services often fall short of the needs and expectations of decision makers. Here we address one of the most important missing components in the current ecosystem services toolbox: a comprehensive and generalizable framework for describing and valuing water quality-related services. Water quality is often misrepresented as a final ecosystem service. We argue that it is actually an important contributor to many different services, from recreation to human health. We present a valuation approach for water quality-related services that is sensitive to different actions that affect water quality, identifies aquatic endpoints where the consequences of changing water quality on human well-being are realized, and recognizes the unique groups of beneficiaries affected by those changes. We describe the multiple biophysical and economic pathways that link actions to changes in water quality-related ecosystem goods and services and provide guidance to researchers interested in valuing these changes. Finally, we present a valuation template that integrates biophysical and economic models, links actions to changes in service provision and value estimates, and considers multiple sources of water quality-related ecosystem service values without double counting.

  11. Analysis Electronic Service Quality through E-S-Qual Scale: The Case Study of Nowshahr Hotel

    Directory of Open Access Journals (Sweden)

    Hossein Rezaei Dolatabadi

    2013-03-01

    Full Text Available The aim of this study is to analyze the electronic service quality in Arsh Hotel which is located at Nowshahr city using Kano and E-S-Qual scale. All Given the importance and position of electronic hotel service and the growing trend of electronic hotel services in the country in recent years, now is the financial and credit institutions and banks have found a good position to maintain and develop effective strategies without the utilization of scientific and practical management Information and communication is not possible. Today, hotels in order to remain competitive need to improve the quality of its electronic services to the linear view of this topic are not comprehensive. In order to study integrated model E-S-Qual and Kano is used that with removal the linear hypothesis is. In the first step towards electronic service quality factors based on the Arsh Hotel E-S-Qual model to determine the current practice of banks and provide the service expectations of customers and their vision of electronic service quality mentioned has been evaluated. In the first step factors towards electronic service quality the Arsh Hotels based on E-S-Qual model to determine the current practice of hotels and provide the service expectations of customers and their vision of electronic service quality mentioned has been evaluated. Considering the gap between customer expectations and current practice of hotels in providing these services, services to the two categories is divided into weak and strong. In the second step of research with integrating E-S-Qual and Kano model, service quality factors based on Kano model classified to determine which features of electronic service quality determined by the model E-S-Qual and evaluated, is the strategic importance in relation to customer satisfaction.

  12. Quality of local authority occupational therapy services: developing an instrument to measure the user's perspective.

    NARCIS (Netherlands)

    Calnan, S.; Sixma, H.J.; Calnan, M.W.; Groenewegen, P.P.

    2000-01-01

    The aims of this paper are threefold: (1) to describe the development of an instrument measuring quality of care from the specific perspective of the users of local authority occupational therapy services; (2) to present the results from a survey of users' views about the quality of services offered

  13. Quality of local authority occupational therapy services: developing an instrument to measure the user's perspective.

    NARCIS (Netherlands)

    Calnan, S.; Sixma, H.J.; Calnan, M.W.; Groenewegen, P.P.

    2000-01-01

    The aims of this paper are threefold: (1) to describe the development of an instrument measuring quality of care from the specific perspective of the users of local authority occupational therapy services; (2) to present the results from a survey of users' views about the quality of services offered

  14. An Investigation into the Determinant of Service Quality among Management Students (Empirical Study of Iranian Students)

    OpenAIRE

    2013-01-01

    This study explores the Iranian education to generate a curriculum that should be comprehensive of the rich inheritance of different variables like knowledge, skill and attitude. For that purpose, Service Quality (SERVQUAL) is a standard instrument to evaluation the level of quality provided. The present study is an attempt to measure the level of Service Quality provided by Zenithal in the field of technical education among management students. The results of the questionnaire survey are ana...

  15. Impact of E-Service Quality on Consumer Purchase Behaviour in an On-line Shopping

    Directory of Open Access Journals (Sweden)

    Archana Raje

    2012-04-01

    Full Text Available E-commerce offers speed, convenience, and often cost effectiveness for today’s busy shoppers. This study investigated the relationships between various characteristics of online shopping and consumer purchase behaviour. Businesses with the most experience and success in using e-commerce are beginning to realise that the key determinants of success or failure are not merely web site presence and low price but also include the electronic service quality (e-service. This paper investigated various key factors affecting e-service quality dimensions. Using those dimensions, examines the relationship among e-service quality and overall service quality, customer satisfaction and purchase intensions. This paper examinesdimensions of e-service quality through web site design, reliability, responsiveness, trust and personalization.

  16. SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2016-12-01

    Full Text Available Background: Service quality, customer satisfaction and customer loyalty have received a special attention in the recent health sector literature. The aim of this study was to examine the correlation between service quality and customer satisfaction as well as the correlation between service quality and customer loyalty. Methods: The self-report questionnaires gathered from patients at army medical centres in West Malaysia were used for this purpose. Results: The outcomes of SmartPLS path model analysis showed that service quality dimensions, namely tangible, reliability, responsiveness, assurance and empathy were significantly correlated with customer satisfaction and customer loyalty. Conclusions: This finding confirms that the capability of service providers to appropriately implement the quality dimensions in providing medical services has enhanced customer satisfaction and customer loyalty in the organizational sample.

  17. Service quality effect on satisfaction and word of mouth in insurance industry

    Directory of Open Access Journals (Sweden)

    Masoud Pourkiani

    2014-08-01

    Full Text Available Quality tends to play an essential role in service industries such as banking and insurance services, as quality of service is crucial to count for the survival and profitability of the organization. Today, customer satisfaction and service quality is critical in most service industries. Taking into consideration the competitive issues from observing services quality, the subject also in the insurance industry is important based on administrative reform plan, which is required to provide quality services and meet customers' demands. This study aims to assess the factors influencing the positive words of mouth in the insurance services market. The population is Iran insurance company's customers in Guilan and 409 individuals were selected by simple random sampling. To collect data, a questionnaire was used and structural equation SEM and LISREL software was used to analyze the data. The findings indicate a significant positive relationship between all aspects of service quality and customer satisfaction. The results indicate that there was a significant positive relationship between customer satisfaction and customer words of mouth. Therefore, we can conclude that there were significant positive relationships between the dimensions of service quality with customer satisfaction and customer words of mouth in Iran insurance company in Guilan province.

  18. The Mediating Role of Customer Satisfaction on the Service Quality - Loyalty Relationships

    Directory of Open Access Journals (Sweden)

    Mohd Aliff Abd Rahman

    2012-06-01

    Full Text Available This research was conducted in Malaysia. The purpose of the study was to test the mediating effect of customer satisfaction on the service quality-loyalty relationship in the national railway corporation known as Keretapi Tanah Melayu Berhad (KTMB – Cement Cargo Services. The methodology of this study is using quota sampling, 200 respondents were selected from cement companies, namely Lafarge, YTL, TCB and CIMA, the main users of the service provider. Structured questionnaires were distributed to the selected respondents through a self-administered survey in November 2011. To test the hypotheses, a multiple regression analysis was performed. The results revealed that three dimensions of service quality (tangibles, responsiveness and assurance has significant positive relationship with customer satisfaction. Further, both service quality and satisfaction have been shown to positively affect the customer loyalty. In addition, this study found that satisfaction partially mediates the service quality dimensions-loyalty relationships. However, the findings may not be generalized to the overall cargo services because the sample is small. In the future, researcher should investigate the overall cargo services (conventional and container and their effect on satisfaction and customer loyalty. The managerial implications of this study explained that KTMB should improve the service quality. Thus, to sustain in the long run, excellent service quality will generate greater satisfaction with the delivered service, promote repeat purchase, positive word-of-mouth, brand loyalty and finally a high chance for customer loyalty.

  19. Headache service quality

    DEFF Research Database (Denmark)

    Schramm, Sara; Uluduz, Derya; Gouveia, Raquel Gil

    2016-01-01

    specialised centres operated in one-touch systems, without possibility of controlling long-term management or the success of treatments dependent on this. Conclusions: This first Europe-wide quality study showed that the quality indicators were workable in specialist care. They demonstrated common trends......Background: The study was a collaboration between Lifting The Burden (LTB) and the European Headache Federation (EHF). Its aim was to evaluate the implementation of quality indicators for headache care Europe-wide in specialist headache centres (level-3 according to the EHF/LTB standard). Methods...... management, referral pathways, patient’s education and reassurance, convenience and comfort, patient’s satisfaction, equity and efficiency of the headache care, outcome assessment and safety. Results: Our study showed that highly experienced headache centres treated their patients in general very well...

  20. Measuring Service Quality in a Tertiary Institution.

    Science.gov (United States)

    Soutar, Geoffrey; McNeil, Margaret

    1996-01-01

    Measures service quality from the viewpoint of customers (students at an Australian university), using the SERVQUAL model. Obtains evaluations of academic and administrative aspects of the educational service. Makes significant negative evaluations of administrative service quality (resulting from communication problems). Satisfaction with the…

  1. A Statistical Analysis of Education Service Quality Dimensions on Business School Students' Satisfaction

    Science.gov (United States)

    Seng, Ernest Lim Kok; Ling, Tan Pei

    2013-01-01

    This study aims to investigate student satisfaction on quality education services provided by institutions of higher learning in Malaysia. Their level of satisfaction based primarily on the data collected through five dimensions of education service quality. A random sample of 250 students studying in an institution of higher learning was selected…

  2. Service Quality Challenges in an Indian Automobile Service Industries

    Directory of Open Access Journals (Sweden)

    Mr. Mangesh D. Jadhao

    2016-12-01

    Full Text Available Market scenario in past decade changes very fast due to computation in a market. Changing a technology and launching new models in market are as per customer demand. Providing service quality is a big task to many organizations. Today automobile service sector faces many problems due to increase of customer expectation from branded company. This study overview the challenges faced by an Indian automobile service sector and find the various gaps which will directly or indirectly affects on service quality and factor which affects the service. The paper concludes with the gaps that affects on current position of four wheeler service industries their market share in automobile service industries.

  3. Student Learning Motivation as a Mediator of the Relationship between Service Quality and Student Performance

    Science.gov (United States)

    Ibrahim, Hamdi H. M.

    2016-01-01

    Students look for evidence of service quality when selecting a university to attend. Student dissatisfaction with the quality of service may reduce student motivation in online higher-education settings, and low levels of motivation may lead to inferior student performance and a persistently high dropout rate. The purpose of this quantitative,…

  4. Student Learning Motivation as a Mediator of the Relationship between Service Quality and Student Performance

    Science.gov (United States)

    Ibrahim, Hamdi H. M.

    2016-01-01

    Students look for evidence of service quality when selecting a university to attend. Student dissatisfaction with the quality of service may reduce student motivation in online higher-education settings, and low levels of motivation may lead to inferior student performance and a persistently high dropout rate. The purpose of this quantitative,…

  5. SAFETY AND QUALITY CONTROL OF TRANSPORT SERVICES ON RAILWAY TRANSPORT

    Directory of Open Access Journals (Sweden)

    I. P. Sadlovska

    2010-10-01

    Full Text Available The article presents the provisions to improve procedure of licensing of passenger and freight transportation, technical specifications for services related to the passenger and freight transportations.

  6. The Statement Airline Service Quality Development

    Institute of Scientific and Technical Information of China (English)

    周威

    2014-01-01

    As the recent emergence of the Low Cost Carriers (LLCs) in Air-line industry, service differentiation and customer satisfaction takes critical role in order to sharpen competitive edges to both Full Service Carriers (FSCs) and LLCs. The current research aims to explore the nature of service quality in airline and its relationship to customer satisfaction. Air service quality dimensions using factor analysis are classified as Ticketing and Boarding Processes, Customer Encounter Services, and Tangibles. Further, the regression analysis reveals the strength of relationships between each of service quality dimensions and customer satisfaction scales that the Ticketing and Boarding Process dimension has the strongest co-relations with customer satisfaction scales.

  7. Family planning services quality as a determinant of use of IUD in Egypt

    Directory of Open Access Journals (Sweden)

    Montana Livia

    2006-06-01

    Full Text Available Abstract Background Both availability and quality of family planning services are believed to have contributed to increasing contraceptive use and declining fertility rates in developing countries. Yet, there is limited empirical evidence to show the relationship between the quality of family planning services and the population based prevalence of contraceptive methods. This study examined the relationship between quality of family planning services and use of intrauterine devices (IUD in Egypt. Methods The analysis used data from the 2003 Egypt Interim Demographic and Health Survey (EIDHS that included 8,445 married women aged 15–49, and the 2002 Egypt Service Provision Assessment (ESPA survey that included 602 facilities offering family planning services. The EIDHS collected latitude and longitude coordinates of all sampled clusters, and the ESPA collected these coordinates for all sampled facilities. Using Geographic Information System (GIS methods, individual women were linked to a facility located within 10 km of their community. A facility-level index was constructed to reflect the quality of family planning services. Four dimensions of quality of care were examined: counseling, examination room, supply of contraceptive methods, and management. Effects of quality of family planning services on the use of IUD and other contraceptive methods were estimated using multinomial logistic regression. Results are presented as relative risk ratios (RRR with significance levels (p-values. Results IUD use among women who obtained their method from public sources was significantly positively associated with quality of family planning services (RRR = 1.36, p Conclusion This study is one among the few that used geographic information to link data from a population-based survey with an independently sampled health facility survey. The findings demonstrate that service quality is an important determinant of use of clinical contraceptive methods in Egypt

  8. Assessing the Quality of Enterprise Services: A Model for Service Oriented Architecture Design

    NARCIS (Netherlands)

    Johan Versendaal; M. Dow; Fake; J.P.P. Ravesteijn

    2008-01-01

    Enterprise Services have been proposed as a more business-friendly form of web services which can help organizations bridge the gap between the IT capabilities and business benefits of Service Oriented Architecture. However up until now there are almost no methodologies for creating enterprise

  9. PERCEPTION OF CUSTOMER SATISFACTION AND HEALTHCARE SERVICE QUALITY IN THE CONTEXT OF BANGLADESH

    Directory of Open Access Journals (Sweden)

    M. Ahsan Akhtar Hasin

    2011-09-01

    Full Text Available Purpose - Healthcare service quality and customer satisfaction have been a major research issue over the decade. Customer satisfaction ha s been measured by different researchers under varied environment. A s environment varies, desires of customers and the perception of satisfaction vary. As a result, a major issue is to define the complex nature of customer satisfaction under varied environment. On the other hand, a compromising trade-off is required in operational cost in the wake of increase in cost t o uplift service quality. This research addressed the issue from the context o f Bangladesh. Design/methodology/approach - This research used SERVQUAL, which is a very powerful tool to measure service quality. The study utilized the benefit of hierarchical nature of satisfaction. Service quality was analyzed fro m customers' view point, as well as the service providers, such as doctor s nurses, etc. Finally hypothesis tests we re performed to investigate into the possibility of relationships among the affecting quality parameters and the output service. This analysis was based on customer's perception, as well a s expectation. Findings - The research found the values of service quality parameters, such as tangibles, doctoral service, nursing, infrastructure and management. Th e established fact of dependence of perception of quality on culture has bee n proved once again. The relationship among conflicting parameters were also found using hypothesis testing. Although the study was conducted in the context o f Bangladesh, the analysis procedure is well applicable to other countries. Originality/value - The study proved that the hierarchical nature o f satisfaction can well be analyzed using the powerful tool of SERVQUAL. Th e dependence of customer satisfaction on service quality has been assumed t o be a function of market segmentation and customer perception. This result can guide many of the future research works in further analysis of

  10. QUALITY OF SERVICE AND CRIME INCIDENTS IN PUBLIC ...

    African Journals Online (AJOL)

    Osondu

    2012-03-09

    Mar 9, 2012 ... This paper examined the nature and degree of relationship ... is a notable city in Nigeria that has introduced the novel ..... Economic Research (NISER) Monograph ... facilities/services are bad: shelter, seats, clean, location,.

  11. E-Banking Service Quality and Customer Satisfaction of a State Owned Schedule Bank of Bangladesh

    Directory of Open Access Journals (Sweden)

    Munir MMM

    2016-01-01

    Full Text Available The aim of this research is to find out the relationship between e-banking service quality (i.e. service quality, information quality and system quality and Customer satisfaction among customers of a state owned schedule Bank in Dhaka, Bangladesh. A judgmental sampling technique was employed for this research. This study was quantitative in nature. It will see the relationship of these variables i.e., service quality, information quality and system quality and customer satisfaction of the customer of state owned schedule Bank. 200 questionnaires were sent to different customer of that Bank within Dhaka city and the study will be analyzed by applying multiple regression analysis using SPSS software version 22, because there are 3 independent variables and their affects have to be seen on the customer satisfaction which is the sole dependent variable.

  12. CUSTOMERS' EXPECTATIONS AND EXPERIENCES WITHIN CHOSEN ASPECTS OF LOGISTIC CUSTOMER SERVICE QUALITY

    Directory of Open Access Journals (Sweden)

    Marta Kadłubek

    2015-06-01

    Full Text Available The article presents chosen aspects of logistic customer service quality. In the first part of the paper, the authors describe theoretical issues of logistics service quality and Servqual method. The reference of chosen theoretical aspects of logistic service quality in relation to Servqual method and their presentation and analysis afterwards on practical example is the main aim of the article. Customers' expectations and experiences towards the logistics customer service were examined as two fundamental areas which allow for recognizing the quality aspects of the customer service in commercial cargo motor transport enterprises. Evaluation of the level of customers' expectations and perception toward particular elements of logistic customer service offered to 294 customers by 147 Polish commercial cargo motor transport enterprises was realized.

  13. Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.

    Science.gov (United States)

    Cook, Colleen; Heath, Fred M.

    2001-01-01

    Describes a study of ARL (Association of Research Libraries) members called LibQUAL+ that identified users' perceptions of library service quality and measured gaps between expected service and perceived service. Discusses results of user interviews regarding information seeking behavior; self reliance; ubiquity and ease of access; and hours of…

  14. Patients' perceptions of service quality dimensions: an empirical examination of health care in New Zealand.

    Science.gov (United States)

    Clemes, M D; Ozanne, L K; Laurensen, W L

    2001-01-01

    The 1984 liberalization of the New Zealand economy has resulted in a health care sector that has become very competitive (Zwier and Clarke, 1999). The private sector is now able to supply health care services and, as a result, a greater value is being placed on patient satisfaction (Zwier and Clarke, 1999). However, despite the increasing focus on customer satisfaction, research into health care patients' perceptions of the dimensions of service quality is scarce. This can be problematic, as quality of care is an essential issue in the strategic marketing of health care services (Turner and Pol, 1995). This study takes a step towards addressing this deficiency by identifying patients' perceptions of the dimensions of service quality in health care. The findings of this study are based on the empirical analysis of a sample of 389 respondents interviewed by telephone. The findings indicate that the service quality dimensions identified in this health care specific study differ in number and dimensional structure from the widely adopted service quality dimensions first identified by Parasuraman, Berry and Zeithaml (1988): reliability, responsiveness, assurance, empathy and tangibles. The service quality dimensions identified in this study were: reliability, tangibles, assurance, empathy, food, access, outcome, admission, discharge and responsiveness. In addition, health care patients perceive the service quality dimensions relating to the core product in health care delivery (for example, outcome and reliability) as more important than the service quality dimensions relating to the peripheral product in health care delivery (for example, food, access and tangibles). Finally, the results of this study suggest that patients with different geographic, demographic, and behavioristic characteristics have different needs and wants during health care delivery and therefore perceive different service quality dimensions as important.

  15. Effect of E-Service Quality on Customer Online Repurchase Intentions

    Science.gov (United States)

    Liu, Tung-Hsuan

    2012-01-01

    In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

  16. Effect of E-Service Quality on Customer Online Repurchase Intentions

    Science.gov (United States)

    Liu, Tung-Hsuan

    2012-01-01

    In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

  17. Ranking the technical dimensions of e-banking service quality evaluation models using Analytical Hierarchy Process

    Directory of Open Access Journals (Sweden)

    NoorMohammad Yaghubi

    Full Text Available With the expansion of internet, delivering e-services are rapidly growing in the bank industry. Therefore improving e-service quality for delivering better services is one of the most important areas of activity for banks. One of the most important aspect ...

  18. STATISTICS IN SERVICE QUALITY ASSESSMENT

    Directory of Open Access Journals (Sweden)

    Dragana Gardašević

    2012-09-01

    Full Text Available For any quality evaluation in sports, science, education, and so, it is useful to collect data to construct a strategy to improve the quality of services offered to the user. For this purpose, we use statistical software packages for data processing data collected in order to increase customer satisfaction. The principle is demonstrated by the example of the level of student satisfaction ratings Belgrade Polytechnic (as users the quality of institutions (Belgrade Polytechnic. Here, the emphasis on statistical analysis as a tool for quality control in order to improve the same, and not the interpretation of results. Therefore, the above can be used as a model in sport to improve the overall results.

  19. Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

    Science.gov (United States)

    Jeon, Myunghee

    2009-01-01

    Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

  20. Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

    Science.gov (United States)

    Jeon, Myunghee

    2009-01-01

    Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

  1. Identifying profiles of service users in housing services and exploring their quality of life and care needs.

    Science.gov (United States)

    Bitter, Neis A; Roeg, Diana P K; van Nieuwenhuizen, Chijs; van Weeghel, Jaap

    2016-11-23

    Housing services aim to support people with mental illness in their daily life and recovery. As the level of recovery differs between service users, the quality of life and care needs also might vary. However, the type and amount of care and support that service users receive do not always match their recovery. In order to improve the quality of care, this study aims to explore whether subgroups of service users exist based on three dimensions of recovery and to examine and compare the quality of life and care needs of the persons in these subgroups. Latent class analysis was performed with data from 263 service users of housing services in the Netherlands. Classes were based on three variables: personal recovery (Mental Health Recovery Measure), social recovery (Social Functioning Scale), and clinical recovery (Brief Symptom Inventory). Subsequently, the quality of life (MANSA) and care needs (CANSAS) of the different classes were analysed by the use of descriptive and inferential statistics. Three classes could be distinguished. Class 1 (45%) comprised of people who score the highest of the three classes in terms of personal and social recovery and who experience the least number of symptoms. People in class 2 (44%) and class 3 (11%) score significantly lower on personal and social recovery, and they experience significantly more symptoms compared to class 1. The distinction between class 2 and 3 can be made on the significantly higher number of symptoms in class 3. All three classes differ significantly on quality of life and unmet needs. The quality of life of service users of housing services needs improvement, as even persons in the best-recovered subgroup have a lower quality of life than the average population. Workers of housing services need to be aware of the recovery of a client and what his or her individual needs and goals are. Furthermore, better care (allocation) concerning mental and physical health and rehabilitation is needed. Care should be

  2. Measurement of Water Quality Parameters for Before and After Maintenance Service in Water Filter System

    OpenAIRE

    Shaharudin Nuraida; Suradi Nurfarhana; Mohd Kamil Nor Amani Filzah

    2017-01-01

    An adequate supply of safe drinking water is one of major ways to obtain healthy life. Water filter system is one way to improve the water quality. However, to maintain the performance of the system, it need to undergo the maintenance service. This study evaluate the requirement of maintenance service in water filter system. Water quality was measured before and after maintenance service. Parameters measured were pH, turbidity, residual chlorine, nitrate and heavy metals and these parameters ...

  3. Assessing quality of education services at Yazd University of Medical Sciences in 2010

    Directory of Open Access Journals (Sweden)

    J Ayatollahi

    2012-09-01

    Full Text Available Introduction: According to modern approaches to management, quality is described as consumer’s requests. Thus, recognizing consumers’ perceptions of service quality is one of the first basic steps in formulating any quality improvement program. The objective of this study is assessing the consumers' perceptions of quality in Educational Services at Yazd University of Medical Sciences. Methods: This study was analytic cross-sectional and performed in 1389 in Shahid Sadoughi University of Medical Sciences in Yazd. The study group was medical student in their end period of inter ship which had passed internal, surgical, gynecological and pediatric ward. Questionnaire had been gathered based on SERVQUAL instrument, which proved to be valid and reliable, was used for data collection. Five dimensions of educational services quality (Reliability, Responsiveness, Empathy, Assurance, Tangibles were assessed by this questionnaire. For statistic analysis, descriptive statistic and Friedman and Manvitni tests were applied. Results: The findings showed that the respondents’ choices clearly showed that the reliability dimension of service quality was better and responsiveness dimension was worse. There was a significant difference in quality between five dimensions, and between four wards that we studied, pediatric has better service quality in all dimensions and gynecology was worse. Conclusion: Respondents’ perceptions of service quality in each statement of five dimensions indicated that there were opportunities for quality improvement. In these faculties, thus, in order to improve quality of educational services, considering what stated above, it is necessary to initiate strategies and implement those strategies, since there are significant differences of quality in the five dimensions, when allocating resources, these differences must be taken into consideration.

  4. Patient satisfaction and service quality in the formation of customers' future purchase intentions in competitive health service settings.

    Science.gov (United States)

    Baker, T L; Taylor, S A

    1997-01-01

    The following study provides evidence that the relationship between quality perceptions and satisfaction judgements in the formation of future purchase intentions may be very different in health service settings relative to other service settings. The study investigates Taylor and Baker's (1994) assertion that satisfaction judgements moderate the quality-->purchase intention relationship by testing the research model in both for-profit and not-for-profit hospital settings. The results of this study first support the growing view that satisfaction judgements are more closely related to outcome behaviors than quality perceptions in hospital settings. The results further support the assertion that the formation of important consumer outcomes, such as future purchase intentions, appears to be different for health services. Thus, health service managers are cautioned to empirically test models in the literature specific to their own competitive setting. The managerial and research implications of the reported study are presented and discussed.

  5. The power of management in medical services. Can we manage better for higher quality and more productive medical services?

    Directory of Open Access Journals (Sweden)

    Magdalena BARBU

    2010-06-01

    Full Text Available Medical services are the most important services of all since we all depend on them. Their quality and productivity can assure a wealthy nation and therefore good economical results. The offer of medical services depends on medical personnel and more than this, on the management in the medical field since any resource not managed well or not managed at all is only a lost one, regardless its value. Management is therefore the key, the “how to” method of obtaining the desired result. The same approach can be applied into our study in order to reach more productive medical services which to prove high quality to all patients. We need to use and to squeeze the entire force of management tools in order to reach our goal: accessible medical services full of quality. The current worldwide crisis situation makes us think that after job and food, even medical services (also a basic thing after all can become a “luxury” although this should never happen. Therefore we must do whatever needed to improve the way medical organizations are driven so that the quality of their medical services will be better and better and the productivity will be at a higher level. Medical management should have as a goal making it possible for patients to be able to solve their health problems as soon as possible and as good as possible.

  6. Efficient data analysis approaches to enhance the quality of customer service in Saudi Government sector

    Directory of Open Access Journals (Sweden)

    Abdullah Baz

    2016-01-01

    Full Text Available The common aim of all our daily activities is providing services to others or ourselves. Services provided by the government are called public services while those provided by some people to some others are called private services. Both types differ from country to country and from region to region. In Saudi Arabia, public services include education, health, police, trading, and environmental services. It is the aim of all government agencies in Saudi Arabia and other countries around the world to offer more services to their customers, improve the quality of their customer service, and enhance the existing services. Nowadays, most government agencies have already developed a number Information Systems (ISs to help their customers in applying for services and help their employees in processing the requested services. However, hardly a government agency utilizes the data in the employed ISs to improve the quality of its customer service. This paper is dedicated to addressing this gap by proposing a number of data analysis techniques that can be utilized to improve the quality of customer service and enhance the existing services in the Saudi government sector. Moreover, this article introduced a relational database structure that can be utilized to apply the proposed data analysis techniques.

  7. Evaluation of outpatient service quality in Eastern Saudi Arabia. Patient's expectations and perceptions.

    Science.gov (United States)

    Al Fraihi, Khalid J; Latif, Shahid A

    2016-04-01

    To investigate perceptions and expectations of patients regarding hospital outpatient services by using a service quality gap model and factors influencing such gaps. In this cross-sectional descriptive study conducted between October and November 2014 in the outpatient waiting areas of a hospital in the Eastern Province of Saudi Arabia, a sample of 306 patients was selected by convenience sampling technique. The data was collected through an Arabic version of the service quality (SERVQUAL) questionnaire consisting of 2 parts: patients' demographic characteristics, and 22 items scales of patients' expectations and perceptions of SERVQUAL. The data was analyzed by confirmatory factor analysis, independent, and paired t samples tests and one way analysis of variance test The results showed that the proposed model for service quality dimensions had a good fit by satisfying the recommended values. The patients' expectations exceeded perceptions in all service quality dimensions indicating statistically significant service quality gaps (t=26.3, p less than 0.000). Findings revealed that the empathy dimension contributed most patients' expectations (4.7 ± 0.5) and perceptions (3.7 ± 0.8) scores, and responsiveness contributed least to expectations (4.5 ± 0.6) and perceptions (3.2 ± 0.8) scores. Prompt services showed highest service quality gap, while observation of privacy showed the smallest service quality gap in the statements. The study showed a significant association between gender, age, education, multiple visits, and service quality dimensions. The proposed model is valid and reliable and significant service quality gaps of all 5 dimensions need to be prioritized and addressed by focused improvement efforts of hospital management.

  8. USERS EVALUATIONS ABOUT E-SERVICE QUALITY OF INTERNET BANKING: KUVEYT TURK SAMPLE

    Directory of Open Access Journals (Sweden)

    Ali Ulvi İşler

    2015-10-01

    Full Text Available After rising the proportion of services sector in the economies of the countries, the need for quality measurement studies in services increased. Because internet banking, that began in 90’s, has a lot of advantages for banks and customers, it developed rapidly and a lot of banking services could be done in this new distribution channel. So, it is a requirement to measure of service qualities for internet banking distribution channel. In this study, it was tried to understand users thoughts about service quality in internet banking area. Practice study was done in internet banking users of Kuveyt Turk Participation Bank. Study results show that how the electronic banking services are perceived by users and what users expect from internet banking services.

  9. Key Factors of Quality in the Sector of Tourism Services Providers: Case Study: Czech Republic

    Directory of Open Access Journals (Sweden)

    Ida Vajčnerová

    2014-01-01

    Full Text Available The paper summarizes main results of partial research aimed at detection of the key factors affecting quality in the sector of tourism services providers, namely tour operators and travel agencies. A primary questionnaire survey was conducted; the researched factors were distributed in the context of service quality dimensions (Grönroos model; the dimensions were tested in relation to sex, age and education of the respondents (ANOVA; Brown-Forsythe test. Assurance was identified as the most important dimension. The output of the study is determining the significance of individual quality factors from the perspective of a potential customer when selecting a service provider.

  10. Measuring quality of dental care: Caries prevention services for children

    National Research Council Canada - National Science Library

    Herndon, Jill Boylston; Tomar, Scott L; Catalanotto, Frank A; Rudner, Nancy; Huang, I-Chan; Aravamudhan, Krishna; Shenkman, Elizabeth A; Crall, James J

    2015-01-01

    The authors conducted a study to validate the following 3 evidence-based, process-of-care quality measures focused on dental caries prevention for children with an elevated risk of experiencing caries...

  11. Citizens' Position in Service Quality Perception. An Approach Analysis in the Case of Spanish Local Administrations

    Directory of Open Access Journals (Sweden)

    José L. VÁZQUEZ

    2005-10-01

    Full Text Available Public sector organizations are not immune to pressure in order to improve their services to citizens. At this point, a major problem is that of “citizen-customer” satisfaction surveys being prone to focus on individuals’ perceptions on service delivery: what the individual think about the quality of delivered service. Authors have usually considered tools like the SERVQUAL scale (useful at measuring service quality in a diverse number of organizations and situations, both in private and public sector spheres as a prior reference when researching in the quality field, but as being the “source”, then changed (modified into a more or less “new” proposal. Following this research guideline, in this paper a new model for measuring perceived quality level in local government activities is presented. Three dimensions are suggested for citizens to valuate service quality: technical, functional and overall features.

  12. Service quality for facilities management in hospitals

    CERN Document Server

    Sui Pheng, Low

    2016-01-01

    This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospitals from the patient’s perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hosp...

  13. User satisfaction-based quality evaluation model and survey analysis of network information service

    Institute of Scientific and Technical Information of China (English)

    LEI; Xue; JIAO; Yuying

    2009-01-01

    On the basis of user satisfaction,authors made research hypotheses by learning from relevant e-service quality evaluation models.A questionnaire survey was then conducted on some content-based websites in terms of their convenience,information quality,personalization and site aesthetics,which may affect the overall satisfaction of users.Statistical analysis was also made to build a user satisfaction-based quality evaluation system of network information service.

  14. QoSLight: a new quality of service FSO software

    Science.gov (United States)

    Chabane, Mourad; Alnaboulsi, Maher; Sizun, Herve; Bouchet, Olivier

    2003-08-01

    The atmospheric optical links (FSO) in visible and infrared wavelengths constitute an interesting alternative to creation of new transmission channels for the cordless phone, data-processing networks and high definition television. One finds a choice of varied manufacturers and they propose products whose performances are characterized by a raised rate of transmission, from 2 Mbps to 10 Gbps. But the announced ranges are very important, from 100 to 10,000 meters, in spite of the fact that many manufacturers try to indicate the possible ranges according to time, these indications completely miss standardization and are hardly exploitable because, generally, it is very difficult to know the percentage of time during which a value is reached or exceeded. Availability and reliability of a FSO link depend on used systems but also on climatic and atmospheric parameters such as rain, snow or fog. Library search underlined the lack of reliable data to be able to lay down, in a precise way, the statistical availability of such links, like one usually does for the radio transmission. Before to implement an effective FSO links, we need to know their availability and their reliability. It is the purpose of our study. Its finality is a software which integrate (1) Results of a library search (geometrical attenuation, aerosols, scintillation, environment light, etc), (2) English and French integrated surface weather data, hour per hour, over several years (1995-1999). The result is the presentation of this software, "QoSLight" (Quality of Service Light), making it possible to predict; starting from the data of equipment (power, wavelength, receiver sensibility), geographical situation of a site in France or England (geographical coordinates, altitude, height/ground) and climatic and atmospheric parameter (relative humidity, ground rugosity, albedo, solar radiation, etc) the availability of a FSO link for the following period (year, the most unfavourable month, 8am to 8pm period

  15. Service quality under the perspective of SERVQUAL and SERVPERF methods: a bibliometric study

    Directory of Open Access Journals (Sweden)

    Luiz Felipe Vasconcelos de Faria

    2015-09-01

    Full Text Available This work aims to analyze the articles published in the international literature on service quality focusing on the SERVQUAL and SERVPERF methodologies, taking into account the publications’ evolution over time, the main authors, the main journals, the most cited papers, and older papers. The study also aims to identify which method is most commonly used for assessing service quality: SERVQUAL or SERVPERF? The ProQuest scientific database was used to conduct the analysis. The results show an increasing number of publications, especially after 2009. SERVQUAL was seen to be the main method for assessing service quality. In addition, a selection of the main papers related to service quality is presented. The study proves to be important in providing a starting point for the bibliography on service quality for both methods.

  16. ASSESSING THE QUALITY OF HIGHER EDUCATION SERVICES USING A MODIFIED SERVQUAL SCALE

    OpenAIRE

    2012-01-01

    The purpose of the study is to assess the service quality in high publiceducation in Albania, using the SERVQUAL approach. Today Albanian public universitiesare facing fierce competition from private universities, so they find imperative focusingfirmly on service quality they offer to students. The paper reports on a modifiedSERVQUAL survey of students from five public universities in Albania. The survey aims tocapture the perceptions and expectations students have about the service they rece...

  17. Service Quality of Delivered Care from the Perception of Women with Caesarean Section and Normal Delivery

    Directory of Open Access Journals (Sweden)

    Jafar S. Tabrizi

    2014-12-01

    Full Text Available Background: Our aim was to determine the service quality of delivered care for people with Caesarean Section and Normal Delivery. Methods: A cross-sectional study was conducted among 200 people who had caesarean section and normal delivery in Al-Zahra Teaching Hospital in Tabriz, north western Iran. Service quality was calculated using: Service Quality = 10 – (Importance × Performance based on importance and performance of service quality aspects from the postpartum women‟s perspective.A hierarchical regression analysis was applied in two steps using the enter method to examine the associations between demographics and SQ scores. Data were analysed using the SPSS-17 software. Results: “Confidentiality”, “autonomy”, “choice of care provider” and “communication” achieved scores at the highest level of quality; and “support group”, “prompt attention”, “prevention and early detection”, “continuity of care”, “dignity”, “safety”, “accessibility and “basic amenities” got service quality score less than eight. Statistically significant relationship was found between service quality score and continuity of care (P=0.008. Conclusion: A notable gap between the participants‟ expectations and what they have actually received in most aspects of provided care. So, there is an opportunityto improve the quality of delivered care.

  18. Service quality of delivered care from the perception of women with caesarean section and normal delivery.

    Science.gov (United States)

    Tabrizi, Jafar S; Askari, Samira; Fardiazar, Zahra; Koshavar, Hossein; Gholipour, Kamal

    2014-01-01

    Our aim was to determine the service quality of delivered care for people with Caesarean Section and Normal Delivery. A cross-sectional study was conducted among 200 people who had caesarean section and normal delivery in Al-Zahra Teaching Hospital in Tabriz, north western Iran. Service quality was calculated using: Service Quality = 10 - (Importance × Performance) based on importance and performance of service quality aspects from the postpartum women's perspective.A hierarchical regression analysis was applied in two steps using the enter method to examine the associations between demographics and SQ scores. Data were analysed using the SPSS-17 software. "Confidentiality", "autonomy", "choice of care provider" and "communication" achieved scores at the highest level of quality; and "support group", "prompt attention", "prevention and early detection", "continuity of care", "dignity", "safety", "accessibility and "basic amenities" got service quality score less than eight. Statistically significant relationship was found between service quality score and continuity of care (P=0.008). A notable gap between the participants‟ expectations and what they have actually received in most aspects of provided care. So, there is an opportunityto improve the quality of delivered care.

  19. Develop high quality nursing service and normalize management of neonatal ward

    Directory of Open Access Journals (Sweden)

    Hua YANG

    2014-08-01

    Full Text Available Objective: To tamp basic neonatal care, provide high quality nursing service, improve the quality of neonatal care, guarantee the safety of nursing care, achieve satisfactory project. Methods:Adjust the staff of the neonatal ward , optimize schedule; strengthen the training and knowledge; strengthen the supervision and ensure the basic nursing; the nursing quality management group work out the rate of incidence of high quality nursing service, the incidence rate of hospital infection of the newborn as well as the satisfaction of their families. Results: The different data between the control group and observation group was statistically significant ( P < 0.05 . Conclusion: Develop the neonatal ward of high quality nursing service, ensure the basic nursing implement, significantly improve the quality of nursing, reduce nursing adverse events and neonatal hospital infection incidence to" zero defects and zero tolerance", and that ensures nursing safety, and achieve the goal of " quality care demonstration project" --- patient satisfaction, social satisfaction, and government satisfaction.

  20. Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective

    Science.gov (United States)

    2014-01-01

    Background Providing services to patients according to their expectations and needs is necessary for the success of an organization in order to remain in the competitive market. Recognizing these needs and expectations is an important step in offering high quality services. This study was designed to determine the service quality gap of the main hospital of Hormozgan province. Methods This cross sectional study was conducted in 2013 in Bandar Abbas ShahidMohammadi Hospital in the south of Iran. All 96 participants of this study were provided by SERVQUAL questionnaire. Data was analyzed by Wilcoxon and Kruskal-Wallis tests. Results Service quality gaps were seen in all five service quality dimensions and the overall quality of service. The mean of quality perception score and quality expectation score was 3.44 ± 0.693 and 4.736 ± 0.34, respectively. The highest perception was in assurance dimension and the highest expectation was in Responsiveness and assurance dimensions. Also, the lowest perception was in responsiveness dimension and the lowest expectation was about empathy. In this study, 56.1% of participants defined the quality of services as average. Conclusion According to the results, this hospital was not able to meet patients’ expectations completely. Therefore, action must be taken to decrease the gap between the perception and expectation of the patients. PMID:25064475

  1. Service quality assessment of a referral hospital in southern Iran with SERVQUAL technique: patients' perspective.

    Science.gov (United States)

    Aghamolaei, Teamur; Eftekhaari, Tasnim Eghbal; Rafati, Shideh; Kahnouji, Kobra; Ahangari, Shamsieh; Shahrzad, Mohammad Esmaeil; Kahnouji, Ataollah; Hoseini, Seyedeh Hamideh

    2014-07-27

    Providing services to patients according to their expectations and needs is necessary for the success of an organization in order to remain in the competitive market. Recognizing these needs and expectations is an important step in offering high quality services. This study was designed to determine the service quality gap of the main hospital of Hormozgan province. This cross sectional study was conducted in 2013 in Bandar Abbas ShahidMohammadi Hospital in the south of Iran. All 96 participants of this study were provided by SERVQUAL questionnaire. Data was analyzed by Wilcoxon and Kruskal-Wallis tests. Service quality gaps were seen in all five service quality dimensions and the overall quality of service. The mean of quality perception score and quality expectation score was 3.44 ± 0.693 and 4.736 ± 0.34, respectively. The highest perception was in assurance dimension and the highest expectation was in Responsiveness and assurance dimensions. Also, the lowest perception was in responsiveness dimension and the lowest expectation was about empathy. In this study, 56.1% of participants defined the quality of services as average. According to the results, this hospital was not able to meet patients' expectations completely. Therefore, action must be taken to decrease the gap between the perception and expectation of the patients.

  2. Client perception of service quality at the outpatient clinics of a General hospital in Lagos, Nigeria.

    Science.gov (United States)

    Ogunnowo, Babatunde Enitan; Olufunlayo, Tolulope Florence; Sule, Salami Suberu

    2015-01-01

    Service quality assessments have assumed increasing importance in the last two decades. They are useful in identifying gaps in services been provided with the ultimate aim of guaranteeing quality assurance. The objective of this study was to assess the client perception of service quality at the outpatient clinics of Randle General hospital, Lagos. A descriptive cross sectional study was conducted from March to May 2013. A multistage sampling technique was used to select respondents and data was collected with the aid of modified SERVQUAL questionnaires. The data was analysed with aid of EPI-INFO 2002 and statistical significance was set at a P value 0.05 for statistical significance. Total of 400 respondents were interviewed. The mean age was 40 years with a standard deviation of 15.2 yrs. The highest mean score of 4.35 out of a possible maximum of 5 was recorded in assurance domain while the lowest mean score of 4.00 was recorded in the responsiveness domain. The overall mean score of all the domains was 4.20 with standard deviation of 0.51. Overall majority (80.8%) of respondents rated the overall service quality as good/ very good. After linear regression, the assurance domain was the most important predictor of the overall perceived service quality (pservice quality was good. The major deficiencies were in the responsiveness domain and especially the waiting time. The hospital management should implement measures to improve the responsiveness of services by ensuring prompt delivery of services.

  3. The Impact of Quality Service Provided by SRM Hospital on Outpatients

    Directory of Open Access Journals (Sweden)

    Kenneth Amoah-Binfoh

    2015-04-01

    Full Text Available Consumer’s perceptions about the health care services play an important role when choosing a hospital. The quality of service is crucial to both the outpatients and the service providers. The dimensions of the service quality are reliability, responsiveness, assurance, empathy, and tangibles. Customer’s expectations and experiences vary with services. When there is a shortfall between expectation of service level and perception of actual service delivery, it is called customer gap. The causes of customer gap include; not knowing what customers expect, not selecting the right service designs and standards, not delivering to service standards and not matching performance to promises. This paper focuses on the level of service quality rendered by SRM’s hospital, the patient-physicians’ relationship and to examine the pre and post service of outpatients in the SRM’s hospital. A structured questionnaires and interviews were constructed to provide answers to the research questions using a sample size of 50 [employees and outpatients]. It was found out that some outpatients were satisfied with the services rendered by the hospital with reservations for more improvement. It was also found out that, there were gaps between the outpatients’ expectation and perception about the service rendered by the hospital. It was recommended that a competent marketing executive should be employed since marketing is the voice of the healthcare industry.

  4. Service quality in peacekeeping mission as a determinant of customer’s perceived value: Empirical evidence

    Directory of Open Access Journals (Sweden)

    Azman Bin Ismail

    2014-05-01

    Full Text Available Purpose: Previous studies have been employing SERVQUAL by Parasuraman et al. (1985, 1988 to measure service quality in various service sectors due to its generic nature. Understanding the relationship between service quality and customer’s perceived value in non-business organizational settings is equally important with business setting as positive perception leads to favorable outcome. Hence, the aim of this study is to examine the relationship between service quality and perceived value. Design/methodology/approach: The self-administered survey questionnaires were employed to gather data from Malaysian soldiers who involved in peacekeeping mission at a Middle Eastern country. The hypothesized model was analyzed using the SmartPLS 2.0. Findings: The outcomes of SmartPLS path model confirmed that that all service quality dimensions namely tangible, responsiveness, reliability, assurance, empathy did act as important determinants of customer’s perceived value in the organizational sample. Practical implications: The findings of this study may be used as guidelines by practitioners to formulate relevant and appropriate strategies in order to enhance quality of service delivery in agile organizations. Originality/value: The work deals with service quality in non-business setting. Although the scale has been widely used, some modifications are generally needed in order to reflect specific characteristics of service sectors under study. The findings confirmed that in general SERVQUAL five dimensions are important determinants to the various service sectors.

  5. Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility

    Directory of Open Access Journals (Sweden)

    Eunil Park

    2015-09-01

    Full Text Available Since the introduction of corporate social responsibility (CSR, it has become an important duty of companies and organizations. In addition, academic and industry researchers have attempted to explore the effects of corporate social responsibility on firm performance. To this end, this study examined how corporate social responsibility and service quality are notably associated with customer satisfaction and behavioral intention to use by employing a structural equation modeling method. A research model with nine constructs was introduced and the findings revealed that economic, social, and environmental responsibility, as well as in-flight service quality, significantly determined customer satisfaction, while there were notable connections between customer satisfaction and behavioral intention to use. However, service quality at airports did not have a significant effect on satisfaction. The practical and theoretical implications of the current study are discussed.

  6. Application of Structural Equation Modeling to Evaluate Service Quality of Sportswear Retailing

    Institute of Scientific and Technical Information of China (English)

    LI Min; GU Tong-yu; YANG Yi-xiong; HONG Tao-min

    2008-01-01

    Structural Equation Modeling (SEM) used widely in sociology, economics and psychology is adopted. Based on data obtained from marketing research, and using statistical analysis software SPSS11.0 and LISREL8.7, Theory of Five Dimensions of service quality is proved to be suitable in sportswear retailing in China. It analyzes the relationship among five dimensions and puts them in order of importance as to service quality in sportswear retailing. Advices are given for sportswear retail companies to improve their service quality and enhance customer loyalty.

  7. Effect of Outsourced Pharmacies of Rural Healthcare Centers on Service Quality in Abharand Soltanieh Counties

    Directory of Open Access Journals (Sweden)

    Ali Maher

    2016-05-01

    Full Text Available Recently, a part of healthcare services has been assigned to the private sector to increase the quality of medical services, increase patient satisfaction and reduce costs. In this regard, the outsourcing approach has been significantly considered for pharmaceutical services provided by healthcare centers. The purpose of this study is to evaluate the effect of outsourced pharmacies of rural healthcare centers on service quality using structural equations modelling. The methodology used was descriptive using correlation by structural equations modelling. The studied population included those patients who provided their medicines from pharmacies of rural healthcare centers in Abhar and Soltanieh counties. The samples included 384 of these patients. Data was collected by outsourcing and service quality questionnaires. A structural equation modelling was used to analyze data by LISREAL software. Results indicated a positive significant effect of outsourced pharmacies of rural healthcare centers on quality of tangibles, reliability, responsiveness, assurance and empathy. findings emphasize the role of outsourcing on quality of services. Outsourced pharmacies of rural healthcare centers of Abhar and Soltanieh counties lead to improved service quality.

  8. [The product of the service of nursing in the perspective of the management of quality].

    Science.gov (United States)

    Backes, Dirce Stein; Silva, Deise Marinho; de Siqueira, Hedi Heckler; Erdmann, Alacoque Lorenzine

    2007-06-01

    This study aimed at discussing the need of stimulating innovative and integrating management practices based on the offer of quality products in order to promote new Nursing thinking/practices. Several factors intervene in this process: complexity of the human life, competitiveness, customer's requirement level, globalization, and particularly information technology revolution. In order to supply these requirements and to overcome complexities, the use of tools capable of improving the supplied services, such as management practices based on quality services, along with the implementation of humanization services, is necessary.

  9. An Empirical Investigation into the Construct of Higher Education Service Quality

    Directory of Open Access Journals (Sweden)

    Jaroslav Dado

    2011-01-01

    Full Text Available The paper addresses the issue of higher education service quality measurement and stresses the need of devising psychometrically as well as diagnostically sound measurement instruments, suitable to the context being investigated. The study builds upon the SERVQUAL scale, the inventory successfully tried and tested across a broad spectrum of service industries. Notwithstanding significant resemblance with the original five dimensions of service quality, research findings indicate six-dimensional structure of the construct of higher education service quality. Study performed on a sample of Engineering Management students reveals perceptions falling short of expectations across all of the determinants of service quality. The largest negative gap between students’ perceptions and expectations has been discovered concerning the potential for future career development, whereas research findings indicate the same dimension to be the most important predictor of students’ future behavioral intentions. In an attempt to inspire further interests in this field, managerial implications and directions for future research have been discussed.

  10. A METHOD FOR IMPROVEMENT OF OBJECTIVITY OF E-SERVICE QUALITY EVALUATION

    Directory of Open Access Journals (Sweden)

    Renata Mekovec

    2007-12-01

    Full Text Available Measurement and improvement of e-service quality is important for sustaining competitive advantage of an e-commerce web site. A number of e-service quality measures have recently been developed that predominantly rely on the subjective evaluation of diverse quality attributes. To increase the objectivity of e-service quality measurement a recently developed measure of e-service quality has been adapted in a way that replaces its Likert type scales for evaluation of specific attributes with check-lists that include specific observable elements for appraisal and a scoring procedure. The consistency of scoring with this adaptation of an e-service quality measure was investigated in comparison to the use of the standard measure with Likert type scales and by the use of untrained and trained evaluators. The results of the empirical evaluation indicate a greater inter-rater consistency when the adapted/objective measure is used for evaluation of the efficiency dimension of e-service quality.

  11. A survey of quality gap of Khoramabad medical emergency services using SERVQUAL model

    Directory of Open Access Journals (Sweden)

    gholamreza Toushmal

    2015-05-01

    Full Text Available Background : Awareness of perceptions and expectations of receivers of health centers services, as well as determination of gap between these two subjects can play an important role in better services rendering of these centers. Thise survey was conducted to evaluate quality of emergency centers of Khorramabad city by use of SERVQUAL model in 2012. Materials and Methods: This analytic-descriptive research was carried out on 400 people receiving services of Khorramabad emergency centers, selected using continuous sampling method. Data was gathered using standard SERVQUAL questionnaire and then analyzed by SPSS software, descriptive and inferential statistics such as Kruskal-wallis, paired T test And ANOVA. Results: The results showed that there was negative gap of quality in all five dimensions of services (sensible thing, guarantee and trust, responsibility, and empathy. The most quality gap was in empathy aspect and the least belonged to politeness and trust, and this gap among all dimensions, exception for trust, was statistically significant. But no significant statistical relation was found between age, sex and educational level and quality gap score. Conclusion: Expectation of customers in all dimensions was higher than their perceptions, and it should promote the quality of all dimensions, specially empathy. It is suggested to evaluate services quality in these centers and other centers periodically to promote their quality of services.

  12. Management Practice of Supply Chain Quality Management in Service-oriented Manufacturing Industry

    OpenAIRE

    Gu Ping; Song Ruyi; Chen Xuyun

    2017-01-01

    Supply chain quality management (SCQM) in service-oriented manufacturing industries is needed in delivering value to customers in all process of supply chain management based on total quality management (TQM). In the paper, we identify the latest themes through reviewing prior quality management and supply chain management(SCM) literature. In particular, we find manufacturing firms transform from providing products towards providing services, which means they need to go through fundamental ch...

  13. Quality of services as a determinant of customer satisfaction in the hotel industry

    Directory of Open Access Journals (Sweden)

    Sekulić Dejan

    2013-01-01

    Full Text Available The specificity of hotel products is reflected in the inseparability and complexity of the services and products. This specificity can be observed in two ways: the services are in connection with the hotel facility and can not realize by itself, such as in connection with the material products. Thus, we can say that the hotel product is mix of tangible and intangible attributes, that satisfy needs and preferences of hotel guests. Quality of services is one of the most important factors that influence the customers' satisfaction. The aim of this paper is to highlight the importance of service quality on customer satisfaction in the hotel industry. The paper presents a new model developed based on the previous models of service quality measurement. The survey was conducted on a sample of 124 respondents. Findings of the research indicate the factors that impact consumer satisfaction in the hotel, where the intensity of the impact of each individual factor is established.

  14. Evaluating Service Quality from Patients' Perceptions: Application of Importance-performance Analysis Method.

    Science.gov (United States)

    Mohebifar, Rafat; Hasani, Hana; Barikani, Ameneh; Rafiei, Sima

    2016-08-01

    Providing high service quality is one of the main functions of health systems. Measuring service quality is the basic prerequisite for improving quality. The aim of this study was to evaluate the quality of service in teaching hospitals using importance-performance analysis matrix. A descriptive-analytic study was conducted through a cross-sectional method in six academic hospitals of Qazvin, Iran, in 2012. A total of 360 patients contributed to the study. The sampling technique was stratified random sampling. Required data were collected based on a standard questionnaire (SERVQUAL). Data analysis was done through SPSS version 18 statistical software and importance-performance analysis matrix. The results showed a significant gap between importance and performance in all five dimensions of service quality (p quality gap and "responsiveness" had the lowest gap (1.97). Also, according to findings, reliability and assurance were in Quadrant (I), empathy was in Quadrant (II), and tangibles and responsiveness were in Quadrant (IV) of the importance-performance matrix. The negative gap in all dimensions of quality shows that quality improvement is necessary in all dimensions. Using quality and diagnosis measurement instruments such as importance-performance analysis will help hospital managers with planning of service quality improvement and achieving long-term goals.

  15. Headache service quality

    DEFF Research Database (Denmark)

    Schramm, Sara; Uluduz, Derya; Gouveia, Raquel Gil

    2016-01-01

    management, referral pathways, patient's education and reassurance, convenience and comfort, patient's satisfaction, equity and efficiency of the headache care, outcome assessment and safety. RESULTS: Our study showed that highly experienced headache centres treated their patients in general very well....... The centres were content with their work and their patients were content with their treatment. Including disability and quality-of-life evaluations in clinical assessments, and protocols regarding safety, proved problematic: better standards for these are needed. Some centres had problems with follow-up: many...

  16. THEORETICAL AND PRACTICAL CONSIDERATIONS ON THE QUALITY OF LOCAL PUBLIC SERVICES

    Directory of Open Access Journals (Sweden)

    Petronela SCUTARIU

    2016-06-01

    Full Text Available To meet the needs and expectations of citizens - customers, the government from the administrative units provides local public services. Organization and functioning of local public services should be designed to lead to meeting the needs of beneficiaries - members of the local community. In this context, achieving the quality in public service delivery should be a major concern for local government authorities. In such a way, this article proposes analysing the component of local public services to measure their quality as perceived by members of the local community. The research carried out among citizens customers allowed measuring the quality of services available to them, this determination being the support of the substantiation of decisions and actions to improve public services whose quality is degraded. Since the qualities of local public services, the extent to which they respond and meet the needs of beneficiaries depend on the economic and social progress of the local community, the continuous assessment of the quality of these services should be a priority for the local public administration.

  17. The impacts of network competence, knowledge sharing on service innovation performance: Moderating role of relationship quality

    Directory of Open Access Journals (Sweden)

    Zaoquan Jian

    2013-03-01

    Full Text Available Purpose: To examine how network competence, knowledge sharing and relationship quality affect service innovation performanceDesign/methodology/approach: Empirical ResearchFindings: 1 Both enterprise’s network competence and knowledge sharing have distinct positive impact on SIP; (2 Knowledge sharing partially mediates the effect of network competence on SIP. (3 Relationship quality positively moderates the effect of network competence on knowledge sharing, and the effect of knowledge sharing on SIP. (4 Relationship quality does not positively moderate the effect of network competence on SIP.Originality/value: This study has enriched current understanding of the relationship among network competence, knowledge sharing, relationship quality and service innovation performance.

  18. Þjónustugæði Sandholts. The assessment of service quality using the SERVQUAL

    OpenAIRE

    Virbickaité, Judita, 1988-

    2014-01-01

    Service quality is a subject which has been receiving more and more attention during the past decades because of its importance for service providing companies. If service organizations want to stay competitive in the market they must understand how to deliver excellent service and know how to measure their service quality according to their customers’ perceptions. Service quality leads to higher market share, profitability, customer satisfaction, retention and loyalty. The purpose of this st...

  19. Drivers of Prenatal Care Quality and Uptake of Supervised Delivery Services in Ghana

    OpenAIRE

    Atinga, RA; Baku, AA; Adongo, PB

    2014-01-01

    Background: In spite of the introduction of free maternal healthcare in Ghana, utilization of supervised delivery services continues to be low due partly to poor quality of antenatal care (ANC). Aim: The study sought to identify the determinants of perceived quality of ANC and uptake of skilled delivery services. Subjects and Methods: A total of 363 expectant mothers were randomly selected in urban health facilities for interview. Logistic regression models were computed to examine the relati...

  20. MEASURING SERVICE QUALITY PERCEPTIONS OF THE CUSTOMERS OF RESTAURANTS IN PAKISTAN

    Directory of Open Access Journals (Sweden)

    Shahab Alam Malik

    2015-11-01

    Full Text Available This study aims to descriptively analyze different service quality attributes and ranking of services in renowned and successful restaurants. A sample of 407 customers of 10 reputed restaurants was gathered, operating in vicinity of twin cities of Islamabad and Rawalpindi of Pakistan, using abilingual survey instrument to measure service quality perceptions of customers.Five service quality attributes of restaurant staff, tips, tangibles, convenience, and food quality were used and their relationship with overall satisfaction was measured. Besides, key reasons to visit a restaurant were also inquired. Majority of the participants was comprised of private sector employees and students. Results of current study will be beneficial for the restaurants' managers in knowing customers evaluations and formulating future strategies accordingly.

  1. Stochastic models for quality of service of component connectors

    NARCIS (Netherlands)

    Moon, Young-Joo

    2011-01-01

    The intensifying need for scalable software has motivated modular development and using systems distributed over networks to implement large-scale applications. In Service-oriented Computing, distributed services are composed to provide large-scale services with a specific functionality. In this way

  2. Reorganisation of healthcare services for children and families: Improving collaboration, service quality, and worker well-being.

    Science.gov (United States)

    Martinussen, Monica; Kaiser, Sabine; Adolfsen, Frode; Patras, Joshua; Richardsen, Astrid M

    2017-07-01

    This study is an evaluation of a reorganisation of different services for children and their families in a Norwegian municipality. The main aim of the reorganisation was to improve interprofessional collaboration through integrating different social services for children and their parents. The evaluation was guided by the Job Demands-Resources Model with a focus on social and healthcare workers' experiences of their work, including job demands and resources, service quality, and well-being at work. The survey of the employees was conducted at three measurement points: before (T1) and after (T2, T3) the reorganisation took place, and included between 87 and 122 employees. A secondary aim was to examine the impact of different job resources and job demands on well-being (burnout, engagement, job satisfaction), and service quality. A one-way ANOVA indicated a positive development on many scales, such as collaboration, work conflict, leadership, and perceived service quality, especially from T1 to T2. No changes were detected in burnout, engagement, or job satisfaction over time. Moderated regression analyses (at T3) indicated that job demands were particularly associated with burnout, and job resources with engagement and job satisfaction. Perceived service quality was predicted by both job demands and resources, in addition to the interaction between workload and collaboration. The reorganisation seems to have contributed to a positive development in how collaboration, work conflict, leadership, and service quality were evaluated, but that other changes are needed to increase worker well-being. The value of the study rests on the findings that support co-locating and merging services for children and their families, and that collaboration is an important resource for healthcare professionals.

  3. The use of the quality model of Parasuraman, Zeithaml and Berry in health services

    Directory of Open Access Journals (Sweden)

    Mileide Morais Pena

    2013-10-01

    Full Text Available This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.

  4. [The use of the quality model of Parasuraman, Zeithaml and Berry in health services].

    Science.gov (United States)

    Pena, Mileide Morais; da Silva, Edenise Maria Santos; Tronchin, Daisy Maria Rizatto; Melleiro, Marta Maria

    2013-10-01

    This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.

  5. Influence of Security Mechanisms on the Quality of Service of VoIP

    Science.gov (United States)

    Backs, Peter; Pohlmann, Norbert

    While Voice over IP (VoIP) is advancing rapidly in the telecommunications market, the interest to protect the data transmitted by this new service is also rising. However, in contrast to other internet services such as email or HTTP, VoIP is real-time media, and therefore must meet a special requirement referred to as Quality-of-Service to provide a comfortable flow of speech. Speech quality is worsened when transmitted over the network due to delays in transmission or loss of packets. Often, voice quality is at a level that even prevents comprehensive dialog. Therefore, an administrator who is to setup a VoIP infrastructure might consider avoiding additional decreases in voice quality resulting from security mechanisms, and might leave internet telephony unprotected as a result. The inspiration for this paper is to illustrate that security mechanisms have negligible impact on speech quality and should in fact be encouraged.

  6. Critical to quality in telemedicine service management: application of DFSS (Design for Six Sigma) and SERVQUAL).

    Science.gov (United States)

    Yun, Eun Kyoung; Chun, Kee Moon

    2008-01-01

    Telemedicine generally refers to the use of communications and information technologies for the delivery of health care. owever, telemedicine is not merely a simple combination of health care and technology. The researchers propose a systematic approach for assessing needs of telemedicine customers, called critical-to-quality (CTQ) in Six Sigma, with a purpose of continuous quality improvement. The combination approach using DFSS (Design for Six Sigma) and SERVQUAL (Service Quality Framework) was applied to define the critical quality attributes of telemedicine service management and to match them with the current telemedicine process. With a step-by-step procedure, telemedicine service process was reviewed and all the important CTQ candidates identified via a case study. The findings suggest that nurses need further understanding and research methods that will improve and manage the quality of health care service in various medical fields.

  7. The quality of service experience in outdoor activities programs

    Directory of Open Access Journals (Sweden)

    Konstantinos Astrapellos

    2010-06-01

    Full Text Available In our days the outdoor activities of recreation are new and continuously increasing tendency that has usually entered in the industry of tourism and called Alternative forms of tourism. The aim of this study was to examine the experience of service of individuals after their attendance in various programs of outdoor activities and recreation that offer various private companies of recreation. Another stream of research from the general marketing field has shown that subjective, affective and experiential factors comprise a substantial portion of consumer satisfaction with services. In the research participated 273 men and women of age of 20 – 50 years, which participated in various outdoor activities in Greece that were organised by two private companies of recreation. The results of this research should extend itself in future in a bigger number of companies of recreation so as to become the desirable generalisations but also be used in the frames of processes of marketing.

  8. Students’ Perceptions about Role of Faculty and Administrative Staff in Business Education Service Quality Assessment

    Directory of Open Access Journals (Sweden)

    Maja Arslanagić-Kalajdžić

    2014-06-01

    Full Text Available This paper focuses on dimensions of the perceived service quality measurement for business schools. We propose an adapted SERVQUAL measure of expected and perceived quality, where employees at business schools are split into two groups: faculty and administrative staff, and assessed separately. This measure represents a tool for comparable service quality assessment at business schools. Empirical data were collected among undergraduate students in a developing economy. A total of 282 respondents were used to assess the overall fit of the proposed model and to test the differences between the expectations and the perceptions of service quality in a business school. The results support usability of the proposed adapted SERVQUAL measure. Therefore, the study contributes to the existing literature reporting the findings on service quality in an educational context.

  9. A Longitudinal Sociological Monitoring of Customers' Satisfaction with the Quality of Educational Services

    Science.gov (United States)

    Gaidukova, G. N.

    2014-01-01

    Research data on levels of satisfaction with educational services in a Russian university show room for improvement in such areas as vocational guidance work; range of opportunities in the choice of specialization and optional disciplines; availability of academic and methodological literature; the quality of food services; and amount of practical…

  10. A Longitudinal Sociological Monitoring of Customers' Satisfaction with the Quality of Educational Services

    Science.gov (United States)

    Gaidukova, G. N.

    2014-01-01

    Research data on levels of satisfaction with educational services in a Russian university show room for improvement in such areas as vocational guidance work; range of opportunities in the choice of specialization and optional disciplines; availability of academic and methodological literature; the quality of food services; and amount of practical…

  11. From Quality in Services to Loyalty: Theoretical Perspective of Consumer Behavior

    Directory of Open Access Journals (Sweden)

    Eduardo Roque Mangini

    2017-06-01

    Full Text Available Services show differences related to conception, production form, how they are consumed and how they are evaluated. These differences or characteristics influence directly on the evaluation of quality offered in the service. It is possible to observe certain consumer’s behavior with the evaluation of quality offered in a service, which could cause total rejection in future purchases. On the other hand, with the satisfaction of results, the consumer has a greater willingness to purchase, develop loyalty and make profit for the service operation. In order to understand the dynamic involving service quality and the formation of consumer’s loyalty, this theoretical article sought in literature the basis to create proposals that could increase the edges of knowledge frontiers in service marketing. As result, eight proposals were developed which entails future researches so that the empirical results could turn the theoretical findings into real results.

  12. AN EMPIRICAL STUDY ON THE QUALITY OF COLLEGE CANTEEN SERVICE PROCESS AND STUDENT SATISFACTION

    Institute of Scientific and Technical Information of China (English)

    李毅红

    2016-01-01

    The canteen is an integral part of university. After a survey among student, using the factor analysis method and the importance and satisfaction of four graph model among students to study the relationship between the quality of college canteen service process and student satisfaction, there is a relationship between them. This relationship suggests that improving the quality of college canteen service process is the based way to increase students' satisfaction. By the investigation and the analysis, getting the important and not fully satisfied aspect of the quality of college canteen service process.

  13. The behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.

    Science.gov (United States)

    Chen, Yuwen; Fu, Frank Q

    2015-01-01

    This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting.

  14. The Regulation of Quality in the Market for Legal Services: Taking the Heterogeneity of Legal Services Seriously

    Directory of Open Access Journals (Sweden)

    Camille Chaserant

    2013-08-01

    Full Text Available Reviewing the public and private interest approaches to the regulation in the market for legal services, this article points out their mutual inconsistency and their empirical and theoretical limits. It then argues that heterogeneous legal services should be considered when (deregulating the market. Drawing upon the distinction between credence, experience, and search goods, we distinguish various legal services according to the degree of asymmetric information on quality characterizing the relationship between lawyers and clients. We argue that the heterogeneity of legal services impacts on the desirable level of regulation, implying that not all the markets for legal services should be regulated or, conversely, deregulated. Furthermore, when regulation is needed, the degree of asymmetric information between the regulatory authority and lawyers partly determines the choice between external and self-regulation.

  15. Research on the evaluation of e-service quality in libraries

    Institute of Scientific and Technical Information of China (English)

    QI; Xianghua; YANG; Jingjing

    2010-01-01

    Based on the research of theories and practices related to quality evaluation of electronic services(e-services)from both home and abroad and through multiple rounds of surveys and analyses,this article proposed an evaluation indicator system for Chinese libraries.A survey was carried out on the e-services of Shanxi Provincial Library by using SERVQUAL model.Based on the survey data,the article evaluated and analyzed the quality of Shanxi Provincial Library’s e-services by means of quadrant analysis,and put forward solutions and suggestions accordingly.

  16. THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY

    Directory of Open Access Journals (Sweden)

    Kenan Aydin

    2012-11-01

    Full Text Available The primary purpose of this research is to determine whether there is a significant differencebetween the passengers’ service quality expectations and service quality perceptions in differentairline firms. The collateral purpose is to find out whether there is a significant difference betweenservice quality expectation and service quality perception of the passengers who have differentsocio-demographic characteristics. To achieve these purposes, the 5 - dimensional scale, suggestedby Parasuraman et.al (1988 was applied to the airline travel sector. The questionnaire was used ininterviewing the passengers at Sabiha Gökçen Airport in Istanbul in Turkey with a “face to face”method. The data was analysed in SPSS 16 program after questionnnaires were collected. Firstly, thedemographic characteristics of passengers were presented for different airline firms. Then the highestand the lowest gaps for the each statement was determined. Lastly it was compared if there was asignificant difference between the service quality expectation and perception for different domesticairline firms.

  17. Quality of the delivery services in health facilities in Northern Ethiopia.

    Science.gov (United States)

    Fisseha, Girmatsion; Berhane, Yemane; Worku, Alemayehu; Terefe, Wondwossen

    2017-03-09

    Substantial improvements have been observed in the coverage of and access to maternal health service, especially in skilled birth attendants, in Ethiopia. However, the quality of care has been lagging behind. Therefore, this study investigated the status of the quality of delivery services in Northern Ethiopia. A facility based survey was conducted from December 2014 to February 2015 in Northern Ethiopia. The quality of delivery service was assessed in 32 health facilities using a facility audit checklist, by reviewing delivery, by conducting in-depth interview and observation, and by conducting exit interviews with eligible mothers. Facilities were considered as 'good quality' if they scored positively on 75% of the quality indicators set in the national guidelines for all the three components; input (materials, infrastructure, and human resource), process (adherence to standard care procedures during intrapartum and immediate postpartum periods) and output (the mothers' satisfaction and utilization of lifesaving procedures). Overall 2 of 32 (6.3%) of the study facilities fulfilled all the three quality components; input, process and output. Two of the three components were assessed as good in 11 of the 32 (34.4%) health facilities. The input quality was the better of the other quality components; which was good in 21 out of the 32 (65.6%) health facilities. The process and output quality was good in only 10 of the 32 (31.3%) facilities. Only 6.3% of the studied health facilities had good quality in all three dimensions of quality measures that was done in accordance to the national delivery service guidelines. The most compromised quality component was the process. Systematic and sustained efforts need to be strengthened to improve all dimensions of quality in order to achieve the desired quality of delivery services and increase the proportion of births occurring in health facilities.

  18. Application of Gap Model in the Researches of Hotel Services Quality

    Directory of Open Access Journals (Sweden)

    Ivana Blešić

    2011-01-01

    Full Text Available This work presents the research results of the hotel services quality by applying Gap model and SERVQUAL questionnaire. The research was conducted in five health spa centers in the West Morava river valley region during August and September 2008. The reach is aimed at testing of Gap model, i.e. identification of exceptions when the hotel services quality in the observed sample is concerned.

  19. The use of the quality model of Parasuraman, Zeithaml and Berry in health services

    OpenAIRE

    Mileide Morais Pena; Edenise Maria Santos da Silva; Daisy Maria Rizatto Tronchin; Marta Maria Melleiro

    2013-01-01

    This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived t...

  20. A Framework to Measure the Service Quality of Distributor with Fuzzy Graph Theoretic Approach

    Directory of Open Access Journals (Sweden)

    Tarun Kumar Gupta

    2016-01-01

    Full Text Available A combination of fuzzy logic and graph theoretic approach has been used to find the service quality of distributor in a manufacturing supply chain management. This combination is termed as the fuzzy graph theoretic (FGT approach. Initially the identified factors were grouped by SPSS (statistical package for social science software and then the digraph approach was applied. The interaction and inheritance values were calculated by fuzzy graph theory approach in terms of permanent function. Then a single numerical index was calculated by using permanent function which indicates the distributor service quality. This method can be used to compare the service quality of different distributors.

  1. Role of Service Learning in Water Quality Studies

    Science.gov (United States)

    Richards, Wilfred Sugumar

    2009-01-01

    Background: Chemistry students often complain that they are unmotivated because they see no applications of chemical principles in "real life." It was thus decided to put into use the knowledge gained during the course on water quality and analysis. Learning the principles of quantitative chemical analysis requires innovative, hands-on…

  2. The effect of service dogs on the improvement of health-related quality of life.

    Science.gov (United States)

    Shintani, Mai; Senda, Masuo; Takayanagi, Tomoko; Katayama, Yoshimi; Furusawa, Kazunari; Okutani, Tamami; Kataoka, Masaki; Ozaki, Toshifumi

    2010-04-01

    To assess the effects of service dogs on health-related quality of life (HRQOL), we conducted a survey of 10 service dog owners using SF-36v2 (Medical Outcomes Study 36 Item Short-Form Health Survey Version 2.0) and compared it with a matched control group of people with physical disabilities who did not have service dogs but were eligible for one. The scores for mental health and role emotional of service dog owners were relatively high, and their mental component summary was higher than the general population norm. These results indicate that service dogs affect the mentality of their owners. The comparison with the control group indicated that service dogs alleviate the mental burden of daily activities, and subjectively improved the physical functioning of their owners. This study showed that service dogs have positive functional and mental effects on their disabled owners.

  3. The effect of service dogs on the improvement of health-related quality of life

    Directory of Open Access Journals (Sweden)

    Shintani,Mai

    2010-04-01

    Full Text Available

    To assess the effects of service dogs on health-related quality of life (HRQOL, we conducted a survey of 10 service dog owners using SF-36v2 (Medical Outcomes Study 36 Item Short-Form Health Survey Version 2.0 and compared it with a matched control group of people with physical disabilities who did not have service dogs but were eligible for one. The scores for mental health and role emotional of service dog owners were relatively high, and their mental component summary was higher than the general population norm. These results indicate that service dogs affect the mentality of their owners. The comparison with the control group indicated that service dogs alleviate the mental burden of daily activities, and subjectively improved the physical functioning of their owners. This study showed that service dogs have positive functional and mental effects on their disabled owners.

  4. Quality Assessment of Family Planning Sterilization Services at Health Care Facilities: Case Record Audit.

    Science.gov (United States)

    Mathur, Medha; Goyal, Ram Chandra; Mathur, Navgeet

    2017-05-01

    Quality of sterilization services is a matter of concern in India because population control is a necessity. Family Planning Sterilization (FPS) services provided at public health care facilities need to be as per Standard Operating Procedures. To assess the quality of FPS services by audit of case records at selected health care facilities. This cross-sectional study was conducted for two and a half year duration at selected public health care facilities of central India by simple random sampling where FPS services were provided. As per the standards of Government of India, case records were audited and compliance was calculated to assess the quality of services. Results of record audit were satisfactory but important criteria like previous contraceptive history and postoperative counselling were found to be deviated from standards. At Primary Health Centres (PHCs) only 89.5% and at Community Health Centres (CHCs) 58.7% of records were having details of previous contraceptive history. Other criteria like mental illness (only 70% at CHCs) assessment were also inadequate. Although informed consent was found to be having 100% compliance in all records. Quality of care in FPS services is the matter of concern in present scenario for better quality of services. This study may enlighten the policy makers regarding improvements needed for providing quality care.

  5. Implementation of occupational health service improvements through application of total quality management processes.

    Science.gov (United States)

    Thomas, Elizabeth Anne

    2011-06-01

    The occupational health services department for a manufacturing division of a high-technology firm was redesigned from an outsourced model, in which most services were provided by an outside clinic vendor, to an in-house service model, in which services were provided by an on-site nurse practitioner. The redesign and implementation, accomplished by a cross-functional team using Total Quality Management processes, resulted in a comprehensive occupational health services department that realized significant cost reduction, increased compliance with regulatory and company requirements, and improved employee satisfaction. Implications of this project for occupational health nurses are discussed.

  6. [Measurement of customer satisfaction and participation of citizens in improving the quality of healthcare services.].

    Science.gov (United States)

    Degrassi, Flori; Sopranzi, Cristina; Leto, Antonella; Amato, Simona; D'Urso, Antonio

    2009-01-01

    Managing quality in health care whilst ensuring equity is a fundamental aspect of the provision of services by healthcare organizations. Measuring perceived quality of care is an important tool for evaluating the quality of healthcare delivery in that it allows the implementation of corrective actions to meet the healthcare needs of patients. The Rome B (ASL RMB) local health authority adopted the UNI EN 10006:2006 norms as a management tool, therefore introducing the evaluation of customer satisfaction as an opportunity to involve users in the creation of quality healthcare services with and for the citizens. This paper presents the activities implemented and the results achieved with regards to shared and integrated continuous improvement of services.

  7. The Massification of Higher Education in the UK: Aspects of Service Quality

    Science.gov (United States)

    Giannakis, Mihalis; Bullivant, Nicola

    2016-01-01

    This article explores several aspects of service quality for the provision of higher education. Alongside the trend of the massification of higher education over the past two decades, higher education institutions are required to review quality across a range of outputs, besides teaching and learning. The study was undertaken within the…

  8. The Massification of Higher Education in the UK: Aspects of Service Quality

    Science.gov (United States)

    Giannakis, Mihalis; Bullivant, Nicola

    2016-01-01

    This article explores several aspects of service quality for the provision of higher education. Alongside the trend of the massification of higher education over the past two decades, higher education institutions are required to review quality across a range of outputs, besides teaching and learning. The study was undertaken within the…

  9. IT-Mediated customer service content and delivery in electronic governments : An empirical investigation of the antecedents of service quality

    NARCIS (Netherlands)

    Tan, C.W.; Benbasat, I.; Cenfetelli, R.

    2013-01-01

    Despite extensive deliberations in contemporary literature, the design of citizen-centric e-government websites remains an unresolved theoretical and pragmatic conundrum. Operationalizing e-government service quality to investigate and improve the design of e-government websites has been a much soug

  10. IT-Mediated customer service content and delivery in electronic governments : An empirical investigation of the antecedents of service quality

    NARCIS (Netherlands)

    Tan, C.W.; Benbasat, I.; Cenfetelli, R.

    Despite extensive deliberations in contemporary literature, the design of citizen-centric e-government websites remains an unresolved theoretical and pragmatic conundrum. Operationalizing e-government service quality to investigate and improve the design of e-government websites has been a much

  11. Impacts of Clinic-based Informed Choice Program on Quality of Individualized Counseling Service in China

    Institute of Scientific and Technical Information of China (English)

    Jun-qing WU; Xi-kuan CHEN; Er-sheng GAO

    2003-01-01

    Objective To evaluate the impacts of clinic-based informed choice program on quality of individualized service in family planning clinics in ChinaMethods During the program, family planning service staff in intervention clinics were trained on counseling skills and key points of individualized counseling service. Questionnaire surveys were conducted pre- and post-informed choice program to evaluate the impacts of the program.Results Informed choice program had significantly improved the quality of individualized counseling service. The multivariate regression analysis showed that clients of the clinic were more likely to give the better evaluation of the service, the OR of evaluation score of individualized service is 1.712 (95% CI is 1.146 to 2.564) in Experiment Group of post-program in contrast with pre-program. The program also could satisfy individual needs of clients and increase the satisfaction degree of the service.Conclusions Informed choice program is helpful for the improvement of the quality of individualized counseling service. It is necessary and imperative to improve the skills of counseling service provided in family planning clinics.

  12. Assessment of Students' Satisfaction of Service Quality in Takoradi Polytechnic: The Students' Perspective

    Science.gov (United States)

    Anwowie, Samuel; Amoako, Joseph; Abrefa, Amma Adomaa

    2015-01-01

    Higher educational institutions are increasingly placing greater emphasis on meeting students' expectations and needs as student perceptions of higher educational facilities and services are becoming more important. To investigate students' satisfaction of service quality at the Takoradi Polytechnic, a study was conducted using the SERVQUAL…

  13. Evaluation of an aged care nurse practitioner service: quality of care within a residential aged care facility hospital avoidance service.

    Science.gov (United States)

    Dwyer, Trudy; Craswell, Alison; Rossi, Dolene; Holzberger, Darren

    2017-01-13

    Reducing avoidable hospitialisation of aged care facility (ACF) residents can improve the resident experience and their health outcomes. Consequently many variations of hospital avoidance (HA) programs continue to evolve. Nurse practitioners (NP) with expertise in aged care have the potential to make a unique contribution to hospital avoidance programs. However, little attention has been dedicated to service evaluation of this model and the quality of care provided. The purpose of this study was to evaluate the quality of an aged care NP model of care situated within a HA service in a regional area of Australia. Donabedian's structure, process and outcome framework was applied to evaluate the quality of the NP model of care. The Australian Nurse Practitioner Study standardised interview schedules for evaluating NP models of care guided the semi-structured interviews of nine health professionals (including ACF nurses, medical doctors and allied health professionals), four ACF residents and their families and two NPs. Theory driven coding consistent with the Donabedian framework guided analysis of interview data and presentation of findings. Structural dimensions identified included the 'in-reach' nature of the HA service, distance, limitations of professional regulation and the residential care model. These dimensions influenced the process of referring the resident to the NP, the NPs timely response and interactions with other professionals. The processes where the NPs take time connecting with residents, initiating collaborative care plans, up-skilling aged care staff and function as intra and interprofessional boundary spanners all contributed to quality outcomes. Quality outcomes in this study were about timely intervention, HA, timely return home, partnering with residents and family (knowing what they want) and resident and health professional satisfaction. This study provides valuable insights into the contribution of the NP model of care within an aged care

  14. Quality of service policy control in virtual private networks

    Science.gov (United States)

    Yu, Yiqing; Wang, Hongbin; Zhou, Zhi; Zhou, Dongru

    2004-04-01

    This paper studies the QoS of VPN in an environment where the public network prices connection-oriented services based on source, destination and grade of service, and advertises these prices to its VPN customers (users). As different QoS technologies can produce different QoS, there are according different traffic classification rules and priority rules. The internet service provider (ISP) may need to build complex mechanisms separately for each node. In order to reduce the burden of network configuration, we need to design policy control technologies. We considers mainly directory server, policy server, policy manager and policy enforcers. Policy decision point (PDP) decide its control according to policy rules. In network, policy enforce point (PEP) decide its network controlled unit. For InterServ and DiffServ, we will adopt different policy control methods as following: (1) In InterServ, traffic uses resource reservation protocol (RSVP) to guarantee the network resource. (2) In DiffServ, policy server controls the DiffServ code points and per hop behavior (PHB), its PDP distributes information to each network node. Policy server will function as following: information searching; decision mechanism; decision delivering; auto-configuration. In order to prove the effectiveness of QoS policy control, we make the corrective simulation.

  15. A Tentative Study on the Evaluation of Community Health Service Quality*

    Science.gov (United States)

    Ma, Zhi-qiang; Zhu, Yong-yue

    Community health service is the key point of health reform in China. Based on pertinent studies, this paper constructed an indicator system for the community health service quality evaluation from such five perspectives as visible image, reliability, responsiveness, assurance and sympathy, according to service quality evaluation scale designed by Parasuraman, Zeithaml and Berry. A multilevel fuzzy synthetical evaluation model was constructed to evaluate community health service by fuzzy mathematics theory. The applicability and maneuverability of the evaluation indicator system and evaluation model were verified by empirical analysis.

  16. Recreation as a Related Service: Focusing on the Quality of Life of Students with Disabilities

    Science.gov (United States)

    Diodati, Melissa R.

    2017-01-01

    Leisure participation is influential on the quality of life of individuals. Individuals with disabilities can face barriers in leisure participation, impacting their quality of life. IDEA (2004) recognizes recreation as a related service as one way to enhance the leisure experiences for students with disabilities. The purpose of this embedded case…

  17. Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth

    Directory of Open Access Journals (Sweden)

    Sri Rahayu

    2011-12-01

    Full Text Available This study generally aims to analyze the influence of internal customer satisfaction and perceptions of service quality in creating trust and word of mouth in higher education service industry. In the process, this study aims to achieve a special purpose, which is to build constructs/ variables to measure internal customer satisfaction, so in the future it can be applied to universally in other institutions of higher education. The results of this study indicate that the internal customer satisfaction can be measured with three constructs, namely: service product, service delivery, and service environment. All of those variables have significant relationship with trust, which is significantly related to word of mouth. On the other side, communication, productivity and responsiveness are found to be significant in measuring the perceptions of service quality.The results also proved that the perception of service quality is significantly related to trust and word of mouth. This study is expected to contribute measurement tools of internal customer satisfaction in higher education. This research is also expected to enrich discussion on how to measure the internal customer satisfaction and service quality toward trust and word of mouth in higher education. Thus the higher education can continue to strive to provide educational service in accordance with the expectations of the customers.

  18. The Image of Financial Institution as Islamic Bank In Mediation Service Quality and Customer Satisfaction on Customer Loyalty in Purwokerto.

    OpenAIRE

    Chandra Warsito

    2015-01-01

    The paper aims to determine the effect of service quality on customer satisfaction, service quality, customer satisfaction and image on customer loyalty, quality of service to the company’s image, to determine the image of financial institutions in mediating the relationship variable quality of service and customer satisfaction on customer loyalty. The samples used were 110 customers and methods of analysis used is Structural Equation Modeling (SEM) test results find no significant effect of ...

  19. Development of a Service Quality Scale for Multiple Technology Interfaces in Commercial Banking

    Directory of Open Access Journals (Sweden)

    JAYA SANGEETHA

    2012-12-01

    Full Text Available The objective of this paper is to develop a service quality scale by identifying the dimensions affecting the service quality across various technology interfaces in retail banking. The paper examines the literature involving the various technology interfaces and aims to propose a conceptual model involving dimensions that affect the perceptions of service quality of the technology interfaces used in banks. The paper also seeks to establish the psychometric properties of the scale thus arrived. The literature review reveals that the models currently available to measure the service quality of the technology interfaces are limited in their focus, encompassing mostly one electronic channel – the internet – and few others studying the ATM and telephone banking cha nnels. However, there is a gap with regard to the study of other technology interfaces like call centers and queue systems used in the branches. In this study, an attempt is being made to explore the influence of the various technology interfaces on banks’ service quality like the ATM, telephone banking, call center services, queue systems in the branches etc. which the customers use in combination and thereby to develop a scale to measure technology interface service quality (TISQ.

  20. The effect of service dogs on the improvement of health-related quality of life

    OpenAIRE

    2010-01-01

    To assess the effects of service dogs on health-related quality of life (HRQOL), we conducted a survey of 10 service dog owners using SF-36v2 (Medical Outcomes Study 36 Item Short-Form Health Survey Version 2.0) and compared it with a matched control group of people with physical disabilities who did not have service dogs but were eligible for one. The scores for mental health and role emotional of service dog owners were relatively high, and their mental component summary was higher...

  1. The influence of service quality on satisfaction: Does gender really matter?

    Directory of Open Access Journals (Sweden)

    See Ying Kwok

    2016-03-01

    Full Text Available Purpose: This study examining the influence of service quality on satisfaction and to investigate whether satisfaction varies between male and female in response to the perceived service quality in the Malaysian tourism context. Design/methodology/approach: The population of the study is tourists travelling to Malaysia. A sample was drawn using a multi-stage sampling method and 301 completed questionnaires were analysed with structural equation modelling. Findings: The findings show that service quality is positively associated to satisfaction and the relationship is found to be moderated by gender. Additionally, the findings also show that the service quality perceived by women is found to influence the satisfaction level greater than that of men’s in the tourism context. Research limitations/implications: Other demographic variables, such age, culture, education level, and income must also be considered in future study and when developing marketing strategies. Practical implications: The gender differences is significant moderator between service quality and satisfaction in tourism context. Tourism service providers who target on women’s market are recommended to allocate more resources and attention on the important aspects namely, reliability, considerability and empathy and tangiblility aspects in order to increase the satisfaction level among female tourists. Originality/value: The findings validates the findings of previous studies by examining the moderator role of gender in the relationship between service quality and satisfaction in Malaysian context.

  2. USE OF THE SERVPERF METHOD TO EVALUATE SERVICE QUALITY IN THE TRANSPORT COMPANY

    Directory of Open Access Journals (Sweden)

    Manuela Krystyna Ingaldi

    2016-03-01

    Full Text Available Transport services are one of the most common services in Poland and abroad. Especially passenger transport is very popular. For those without a car or travelling in large groups, such transport is a big convenience. On the market there are many companies that offer this kind of services. Decisions about the particular service provider shall be based on own experiences of customer, opinions of others people and quality analysis results which are often available on many different websites. In such quality analysis special types of methods are used, among which the Servqual method and its variation the Servperf method should be mentioned. In the article the Servperf method was used to evaluate the quality of transport services in the chosen company. In this method the customer does not evaluate his expectations for the service, but only the final service. According to the customers of the research company, its services in about 65% met their expectations. Their also indicated which determinants had the highest positive and negative impact on the quality of these services.

  3. Measuring customer satisfaction on perceived service quality : case mobile telecommunications service of Bouygues Telecom, France

    OpenAIRE

    Nguyen, Thien Phuc

    2014-01-01

    The incessant development of service industries always predisposes customers to their new level of satisfaction. Gaining customer satisfaction is one of the key factors that help companies remain competitive and sustainable. Therefore, measuring customer satisfaction is a perpetual topic conducted by many marketers, as well as researchers from time to time. The objectives of this thesis are to elucidate customers’ perceptions regarding mobile telecommunication services in French mobil...

  4. CUSTOMERS' PERCEPTIONS OF SERVICE QUALITY DIMENSIONS IN THE INDONESIAN BANKING INDUSTRY: AN EMPIRICAL STUDY

    National Research Council Canada - National Science Library

    Ananda Sabil Hussein; Raditha Hapsari

    2015-01-01

      This study aims to investigate the dimensions of hierarchical service quality in the area of the banking sector as well as to determine its relationships with other constructs, namely corporate image...

  5. Perceptions of service quality by clients and contact-personnel in the ...

    African Journals Online (AJOL)

    Southern African Business Review ... A superior level of service quality is an important objective for South African retail banks. ... segments to use when adopting marketing strategies, and the demographic factors of age, race and geographical ...

  6. Quality Assurance in University Guidance Services

    Science.gov (United States)

    Simon, Alexandra

    2014-01-01

    In Europe there is no common quality assurance framework for the delivery of guidance in higher education. Using a case study approach in four university career guidance services in England, France and Spain, this article aims to study how quality is implemented in university career guidance services in terms of strategy, standards and models,…

  7. Quality Assurance in University Guidance Services

    Science.gov (United States)

    Simon, Alexandra

    2014-01-01

    In Europe there is no common quality assurance framework for the delivery of guidance in higher education. Using a case study approach in four university career guidance services in England, France and Spain, this article aims to study how quality is implemented in university career guidance services in terms of strategy, standards and models,…

  8. Relationship between job satisfaction and quality of work life of employees in service sector

    Directory of Open Access Journals (Sweden)

    H. Ramesh Babu

    2013-07-01

    Full Text Available Quality of work life (QWL is important for job performance, job satisfaction, labour turnover, labour management relation and such other factors which play important part in determining the overall well-being of any industrial organization. Quality of work life is concerned about the impact of work on as well as on organization effectiveness. An attempt has been made in this article to analyze the relationship between job satisfaction and quality of work life in service sector.

  9. IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCES FROM THE RESTAURANT INDUSTRY IN PAKISTAN

    OpenAIRE

    Ubedullah Amjad Ali SHAIKH; Naveed Ur Rehman KHAN

    2011-01-01

    The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the signific...

  10. Dynamically Predicting the Quality of Service: Batch, Online, and Hybrid Algorithms

    Directory of Open Access Journals (Sweden)

    Ya Chen

    2017-01-01

    Full Text Available This paper studies the problem of dynamically modeling the quality of web service. The philosophy of designing practical web service recommender systems is delivered in this paper. A general system architecture for such systems continuously collects the user-service invocation records and includes both an online training module and an offline training module for quality prediction. In addition, we introduce matrix factorization-based online and offline training algorithms based on the gradient descent algorithms and demonstrate the fitness of this online/offline algorithm framework to the proposed architecture. The superiority of the proposed model is confirmed by empirical studies on a real-life quality of web service data set and comparisons with existing web service recommendation algorithms.

  11. Measuring service quality of public dental health care facilities in Kelantan, Malaysia.

    Science.gov (United States)

    John, Jacob; Yatim, Fekriah Mohd; Mani, Shani Ann

    2011-09-01

    This study investigates patients' expectations and perceptions of service quality in public dental health care and measures their "satisfaction gap." This descriptive study involved 481 dental outpatients in Kelantan, Malaysia. A modified SERVQUAL 20-item instrument was used to assess patients' expectations before and perceptions after receiving dental treatment. The "satisfaction gap" was then measured. showed that patients visiting for management of dental pain were more satisfied (P = .007) than those visiting with appointment. The most significant service quality dimensions were related to responsiveness, assurance, and empathy of the dental health care providers. There was a significant difference between the patients' expectations and their perceptions of service provided (P < .01) with regard to all dimensions. In conclusion, dental service providers should give emphasis to the compassionate and emotional aspects of care and to remember that they are integral components of quality service.

  12. Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2014-04-01

    Full Text Available This study attempts to assess the moderating impact of recently introduced tourist relationship management (TRM framework on service quality perception-tourist satisfaction-destination loyalty link. Tourist relationship management framework draws inspiration from customer relationship management (CRM model with validated addition of dimensions compatible to tourism dynamics. The study, carried out in Santiniketan, India, confirmed moderating impact of dimensional performance of tourist relationship management on perceived tourism service quality-tourist satisfaction-destination loyalty link.

  13. Path Analysis of Perceived Service Quality, Satisfaction and Loyalty in the Banking Industry of Iran

    Directory of Open Access Journals (Sweden)

    Kambiz Heidarzadeh Hanzaee

    2012-05-01

    Full Text Available The purpose of this study is to determine the path of service quality, satisfaction and loyalty in the Iranian banking industry. A SERVQUAL scale was designed to measure service quality for the Iranian banking industry. A path analysis was conducted to examine the model, which links the constructs of service quality, customer satisfaction and loyalty at the level of individual indices of these constructs. Among the dimensions of the SERVQUAL scale, only “tangible” dimensions have not had an effect on customer satisfaction in Iranian banking system. The limitation of the research is the relevance of this model to another service industry. Another limitation is the available sampling. Banking managers may seek to use the SERVQUAL scale in order to measure banking service quality. Instead of tangible components, they must improve other intangible components and attempt to direct their support towards the increase in the customers who tend to use word of mouth advertisement. This paper deals with the investigation of the path of service quality, customer satisfaction and loyalty at some specific levels originating from the Iranian banking system.

  14. Modelling End-User of Electronic-Government Service: The Role of Information quality, System Quality and Trust

    Science.gov (United States)

    Witarsyah Jacob, Deden; Fudzee, Mohd Farhan Md; Aizi Salamat, Mohamad; Kasim, Shahreen; Mahdin, Hairulnizam; Azhar Ramli, Azizul

    2017-08-01

    Many governments around the world increasingly use internet technologies such as electronic government to provide public services. These services range from providing the most basic informational website to deploying sophisticated tools for managing interactions between government agencies and beyond government. Electronic government (e-government) aims to provide a more accurate, easily accessible, cost-effective and time saving for the community. In this study, we develop a new model of e-government adoption service by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) through the incorporation of some variables such as System Quality, Information Quality and Trust. The model is then tested using a large-scale, multi-site survey research of 237 Indonesian citizens. This model will be validated by using Structural Equation Modeling (SEM). The result indicates that System Quality, Information Quality and Trust variables proven to effect user behavior. This study extends the current understanding on the influence of System Quality, Information Quality and Trust factors to researchers, practitioners, and policy makers.

  15. Meaning and barriers to quality care service provision in Child and Adolescent Mental Health Services: Qualitative study of stakeholder perspectives.

    Science.gov (United States)

    Svirydzenka, Nadzeya; Ronzoni, Pablo; Dogra, Nisha

    2017-02-20

    Defining quality in health presents many challenges. The Institute of Medicine (IOM) defined quality clinical care as care that is equitable, timely, safe, efficient, effective and patient centred. However, it is not clear how different stakeholders within a child and adolescent mental health service (CAMHS) understand and/or apply this framework. This project aims to identify key stakeholders" understanding of the meaning of quality in the context of CAMHS. The study sample comprised of three groups: (i) patients and carers, (ii) CAMHS clinical staff, and (iii) commissioners (Total N = 24). Semi-structured interviews were used to collect data and thematic analysis was applied to explore participant's views on the meaning and measurement of quality and how these might reflect the IOM indicators and their relevance in CAMHS. An initial barrier to implementing quality care in CAMHS was the difficulty and limited agreement in defining the meaning of quality care, its measurement and implementation for all participants. Clinical staff defined quality as personal values, a set of practical rules, or clinical discharge rates; while patients suggested being more involved in the decision-making process. Commissioners, while supportive of adequate safeguarding and patient satisfaction procedures, did not explicitly link their view on quality to commissioning guidelines. Identifying practical barriers to implementing quality care was easier for all interviewees and common themes included: lack of meaningful measures, recourses, accountability, and training. All interviewees considered the IOM six markers as comprehensive and relevant to CAMHS. No respondent individually or within one stakeholder group identified more than a few of the indicators or barriers of a quality CAMHS service. However, the composite responses of the respondents enable us to develop a more complete picture of how to improve quality care in practice and guide future research in the area.

  16. Quality of customer service: perceptions from guests in all-inclusive resorts in Jamaica

    Science.gov (United States)

    Joel L. Frater

    2007-01-01

    With data collected from guests in all-inclusive resorts in Jamaica, West Indies, the purposes of this study were to: (1) delineate unique dimensions of customer service perceptions among guests and (2) report the finding of a study that measured guests' perceptions of the quality of customer service in all-inclusive resorts. The study asked the following research...

  17. A comprehensive approach to quality management of intensive care services.

    Science.gov (United States)

    Hariharan, Seetharaman; Dey, Prasanta Kumar

    2010-01-01

    The purpose of this paper is to develop a comprehensive framework for improving intensive care unit performance. The study introduces a quality management framework by combining cause and effect diagram and logical framework. An intensive care unit was identified for the study on the basis of its performance. The reasons for not achieving the desired performance were identified using a cause and effect diagram with the stakeholder involvement. A logical framework was developed using information from the cause and effect diagram and a detailed project plan was developed. The improvement projects were implemented and evaluated. Stakeholders identified various intensive care unit issues. Managerial performance, organizational processes and insufficient staff were considered major issues. A logical framework was developed to plan an improvement project to resolve issues raised by clinicians and patients. Improved infrastructure, state-of-the-art equipment, well maintained facilities, IT-based communication, motivated doctors, nurses and support staff, improved patient care and improved drug availability were considered the main project outputs for improving performance. The proposed framework is currently being used as a continuous quality improvement tool, providing a planning, implementing, monitoring and evaluating framework for the quality improvement measures on a sustainable basis. The combined cause and effect diagram and logical framework analysis is a novel and effective approach to improving intensive care performance. Similar approaches could be adopted in any intensive care unit. The paper focuses on a uniform model that can be applied to most intensive care units.

  18. Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction

    National Research Council Canada - National Science Library

    Rizwan Ali; Gao Leifu; Muhammad YasirRafiq; Mudassar Hassan

    2015-01-01

      This study sets out to investigate the influence of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction particularly in Pakistan telecommunication industry...

  19. TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions

    National Research Council Canada - National Science Library

    Tiago Savi Mondo; Gabriela Gonçalves Silveira Fiates

    2017-01-01

    Within this context, this research proposes a model for assessing the quality of services at tourist attractions, considering the fact that tourism is a representative industry in the global economic...

  20. The Quality of Civic Education Materials for Pre-Service Teachers in ...

    African Journals Online (AJOL)

    The Quality of Civic Education Materials for Pre-Service Teachers in a Developing Country: Concepts, Existing Materials, Methodologies and Gaps. ... AFRICAN JOURNALS ONLINE (AJOL) · Journals · Advanced Search · USING AJOL ...

  1. PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE

    OpenAIRE

    Dijana Mečev; Ivana Kardum Goleš

    2015-01-01

    The purpose of this study is to examine customers’ perceptions of primary healthcare service quality in public institutions in the city of Šibenik. The research was aimed at investigating whether there is difference between customers` expectations and their satisfaction with received medical services. The findings suggest that primary healthcare public institutions need to improve all the dimensions of SERVQUAL service quality from the gap analysis carried out. Furthermore, the research analy...

  2. Client expectations and satisfaction of quality in home care services. A consumer perspective.

    Science.gov (United States)

    Samuelsson, G; Wister, A

    2000-12-01

    This study examines clients' expectations of quality in home care services and their perceived satisfaction with services among a random sample of 76 home care recipients in Vancouver, Canada. The researchers conducted face-to-face interviews that applied Multiattribute Utility Technology, a procedure that organizes several quality attributes of "ideal" home care into a tree structure to compare their relative importance and ranking from the clients' perspective. Participants also were asked to state their satisfaction or dissatisfaction with the services received in these domains. Among the five main quality attributes identified, the subjects ranked suitability of the home helper and its subset, personal competence, as the most important indicators of quality, followed by continuity in service. In addition, clients tended to have a high level of satisfaction with regard to the attributes of overall home care services. The highest level of satisfaction was reported for elements of personal dispositions of home care staff. The lowest level of satisfaction involved the time/availability components of the service. Finally, comparisons between client expectations and satisfaction of received home care services showed the highest discrepancy for the attributes of influence and time/availability and the greatest congruence for personal attributes of the staff. The results are discussed in terms of their implications for the delivery of home care services.

  3. Comparison Quality of Health Services between Public and Private Providers: The Iranian People’s Perspective

    Science.gov (United States)

    Alijanzadeh, Mehran; Zare, Seyed Ali Moosaniaye; Rajaee, Roya; Fard, Seyed Mohammad Ali Mousavi; Asefzadeh, Saeed; Alijanzadeh, Mahnaz; Gholami, Soheyla

    2016-01-01

    Introduction Health services quality has been the most important criteria of judging, and its improvement causes people’s satisfaction of health systems. In a health system, public and private sectors provide services and typically have been effective in promoting health services quality of community. The aim of this study was to compare the quality of health services in both public and private sectors from the perspective of residents in Qazvin (Iran). Methods This cross-sectional study was conducted in 2014. The study population included all residents of Qazvin Province, and the sample size was estimated to 1002. The research tool was a perceptions of services quality standard questionnaire. Data were collected by trained interviewers visiting homes and were analyzed by IBM-SPSS software version 22 and t-test and linear regression. Cronbach’s alpha coefficient was 0.91 and test–re-test coefficient was 83%. Results 741 people (74%) in their last visit to receive services were referred to the public sector. Between the perception of people participating in the study about medical equipment and supplies, welfare facilities, competence and experience of doctor, waiting time, rapid reception, and access to doctor in public and private sectors, significant differences were observed (p < 0.05). In the tangible realm in perception of health services, there was a significant difference in quality between the public and private sectors (p < 0.05). In addition, place of receiving services, waiting time, education, occupation, and type of received services were affecting factors in regards to perceptions of health services from the perspective of Iran’s population (p < 0.05). Conclusion The results showed the importance of a tangible realm on people’s satisfaction of health services. It seems that the public sector should pay more attention to this issue. PMID:27790347

  4. Comparing tools for Service Quality Evaluation

    OpenAIRE

    Franceschini, Fiorenzo

    1998-01-01

    Service quality evaluation is one of the main issues that have recently drawn managers' and researchers' attention. The definition of an evaluation standard not dependent on any particular service context has determined the popularity of many different quality tools. In this paper we show a comparative analysis of the affected tools that are widely used. These are summarized in an orientation map. Moreover we present some results of an experiment carried out with two of the major quality tool...

  5. Strength and Quality of Relationships in Customer Services; Case of Retail Environments Based on Customers Perception

    Directory of Open Access Journals (Sweden)

    Kambiz Heidarzadeh Hanzaee

    2012-07-01

    Full Text Available The present study aims to study the quality and strength of the relationships in customer services of retail environments and its relationship with some variables such as service quality and customer loyalty based on the customers’ perception of their shopping experience. For this purpose, a sample of 445 customers who has had the experience of shopping at a chain store in Shiraz-Iran was used in order to collect data. The data were analyzed using LISREL 8.8 software program. The findings indicate the existence of the relationships between the variables based on the research hypotheses. Through this study, the effects of the variables such as service quality, trust and commitment on relationship strength and the effect of relationship strength on relationship quality and customer loyalty were investigated. The implemented sample of the research limits its generalizability and it is possible to enlarge the sample size in order to enhance the generalization. The findings may help the managers and executives to affect some variables such as relationship quality and customer loyalty behaviors through controlling the predictive variables such as quality level of the provided services. In addition, the findings, considering all aspects, can be generalized to the services that hold some common features with regard to the nature of customer relationships in retail industry such as travel agencies, insurance firms and banking.

  6. Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility

    National Research Council Canada - National Science Library

    Eunil Park; Sanghoon Lee; Sang Jib Kwon; Angel P del Pobil

    2015-01-01

    .... To this end, this study examined how corporate social responsibility and service quality are notably associated with customer satisfaction and behavioral intention to use by employing a structural...

  7. Effect of Road Lighting on the Quality of Dual Carriageway Road Service

    Directory of Open Access Journals (Sweden)

    Ben-Edigbe Johnnie

    2014-02-01

    Full Text Available The study is exciting because it introduced a new quality of road service assessment approach. The study explored the effect of road lighting on the quality of dual carriageway road service. Based on the hypothesis that road lighting has no significant effect on the level of road service, an impact study was carried out in Skudai town, Malaysia. Twenty four hours continuous traffic volume, vehicle types and speeds data were collected during daylight, road lighting and dry weather conditions for two directional flows. Results show that travel speeds speed during daylight and road lighting periods did not differ significantly. The study concluded road lighting does not affect the quality of road service significantly.

  8. How to Improve Hotel Service Quality

    Institute of Scientific and Technical Information of China (English)

    高婧

    2014-01-01

    This paper states the importance of provide quality service in hotel industry. The key lessons to be gleaned from the present review are:the advanced training design;the development of service culture&service value throughout the organization; and positive attitudes to complaints. It is also important to have a key person in the organization to stimulate and facilitate the whole process.

  9. Evaluation and Prioritization of Service Quality Dimensions Using Dematel and Topsis (A Case Study in Iran

    Directory of Open Access Journals (Sweden)

    Khatere Khanjankhani

    2016-06-01

    Full Text Available Background: Hospital services quality plays an increasingly important role in today’s competitive environment. This study aimed to evaluate causal effects of different healthcare quality aspects on quality of services perceived by patients in hospitals affiliated by Shahid Sadoughi University of Medical Sciences using DEMATEL and TOPSIS techniques in 2014. Method: Through literature review and expert opinions, different service quality dimensions in under study hospitals were identified and required data were gathered. In the next step, DEMATEL technique was applied to determine cause and effect relationships between identified quality aspects and quality perceived by service recipients. Also to rank dimensions according to their priorities, TOPSIS method was used. Given the literature review, six quality dimensions including responsiveness, assurance, security, tangibility, communication and patient centeredness were identified. Result: Results obtained from DEMATEL technique introduced patient security as an influential aspect which was ranked in the sixth place in terms of importance. Conclusion: The prioritization of quality dimensions along with their causal effects provides a beneficial insight for hospital managers to effectively plan and make improvement decisions. It is suggested that considering a remarkable impact of security on patients’ perception toward quality of care, this aspect should be regarded in decision makers’ programs with a greater emphasis.

  10. Using family and staff experiences of a botulinum toxin-A service to improve service quality.

    Science.gov (United States)

    Burton, K L O; Bau, K; Lewis, J; Aroyan, K R; Botha, B; Botman, A G M; Stewart, K; Waugh, M-C A; Paget, S P

    2017-07-26

    The decision for families to proceed with botulinum toxin-A (BoNT-A) injections for managing childhood conditions involving hypertonia can be complex. Family-centred care is a service model that facilitates supporting families in this decision-making process. Understanding families' experiences of services is critical to developing family-centred care. The aim of this project was therefore to increase understanding of the experiences of families of children attending a BoNT-A service in order to improve the service and its family-centred approach to care. Sixteen staff of a BoNT-A service participated in a patient journey mapping exercise. Nine families of the service participated in in-depth interviews. Interviews were audio-recorded and transcribed verbatim. Data from the staff session and interviews were analysed independently using grounded, hermeneutic thematic analysis. Staff sessions revealed 5 core themes that related to impacting on the family experience. Family interviews revealed 4 core themes, with 7 subthemes and 1 latent theme. Areas of importance identified by families relating to BoNT-A treatment included acknowledgement of individual needs, care coordination, empowerment of families and patients, consistency in service delivery, and the distressing nature of appointment and decision-making. Comparison of the data from the staff patient journey mapping and family interviews suggested that staff have a good but incomplete understanding of the factors important to families, highlighting the need for consumer engagement in establishing family-centred care. The themes identified can guide the provision of family-centred BoNT-A injection clinics. © 2017 John Wiley & Sons Ltd.

  11. Alleviating Bandwidth Constraints by Implementing Quality of Service on Teleport Site Connections

    Science.gov (United States)

    2008-02-19

    adequate 1 SkillSoft, "Implementing Quality of Service," DISA eLearning Portal, <https://hr.disa.mil...training/ elearning /index.html> (19 February 2008), QoS overview. Cited hereafter as Skillsoft. 4 bandwidth, the router’s QoS mechanism is passive...SkillSoft,"Implementing Quality of Service." DISA eLearning Portal (16 December 2007). U.S. Army. Joint Network Node-Network Program Overview. 10 April 2007. New Jersey.

  12. Perceptions of International Students on Service Quality Delivery in a Malaysian Public University

    Science.gov (United States)

    Njie, Baboucarr; Asimiran, Soaib; Baki, Roselan

    2012-01-01

    Purpose: The purpose of this study is to explore the perceptions of international students of service quality delivery (SQD) in a Malaysian public university. Design/methodology/approach: The study was limited to the University's immediate physical environment and its associated human and systems-based services. The physical environment in this…

  13. Measuring Service Quality in Higher Education: Development of a Hierarchical Model (HESQUAL)

    Science.gov (United States)

    Teeroovengadum, Viraiyan; Kamalanabhan, T. J.; Seebaluck, Ashley Keshwar

    2016-01-01

    Purpose: This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach: The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality…

  14. Measuring Service Quality in Higher Education: Development of a Hierarchical Model (HESQUAL)

    Science.gov (United States)

    Teeroovengadum, Viraiyan; Kamalanabhan, T. J.; Seebaluck, Ashley Keshwar

    2016-01-01

    Purpose: This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach: The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality…

  15. Perceptions of International Students on Service Quality Delivery in a Malaysian Public University

    Science.gov (United States)

    Njie, Baboucarr; Asimiran, Soaib; Baki, Roselan

    2012-01-01

    Purpose: The purpose of this study is to explore the perceptions of international students of service quality delivery (SQD) in a Malaysian public university. Design/methodology/approach: The study was limited to the University's immediate physical environment and its associated human and systems-based services. The physical environment in this…

  16. Measurement of Water Quality Parameters for Before and After Maintenance Service in Water Filter System

    Directory of Open Access Journals (Sweden)

    Shaharudin Nuraida

    2017-01-01

    Full Text Available An adequate supply of safe drinking water is one of major ways to obtain healthy life. Water filter system is one way to improve the water quality. However, to maintain the performance of the system, it need to undergo the maintenance service. This study evaluate the requirement of maintenance service in water filter system. Water quality was measured before and after maintenance service. Parameters measured were pH, turbidity, residual chlorine, nitrate and heavy metals and these parameters were compared with National Drinking Water Quality Standards. Collection of data were involved three housing areas in Johor. The quality of drinking water from water filter system were analysed using pH meter, turbidity meter, DR6000 and Inductively Coupled Plasma-Mass Spectrometer. pH value was increased from 16.4% for before maintenance services to 30.7% for after maintenance service. Increment of removal percentage for turbidity, residual chlorine and nitrate after maintenance were 21.5, 13.6 and 26.7, respectively. This result shows that maintenance service enhance the performance of the system. However, less significant of maintenance service for enhance the removal of heavy metals which the increment of removal percentage in range 0.3 to 9.8. Only aluminium shows percentage removal for after maintenance with 92.8% lower compared to before maintenance service with 95.5%.

  17. Using the Donabedian framework to examine the quality and safety of nursing service innovation.

    Science.gov (United States)

    Gardner, Glenn; Gardner, Anne; O'Connell, Jane

    2014-01-01

    To evaluate the safety and quality of nurse practitioner service using the audit framework of Structure, Process and Outcome. Health service and workforce reform are on the agenda of governments and other service providers seeking to contain healthcare costs whilst providing safe and effective health care to communities. The nurse practitioner service is one health workforce innovation that has been adopted globally to improve timely access to clinical care, but there is scant literature reporting evaluation of the quality of this service innovation. A mixed-methods design within the Donabedian evaluation framework was used. The Donabedian framework was used to evaluate the Structure, Process and Outcome of nurse practitioner service. A range of data collection approaches was used, including stakeholder survey (n = 36), in-depth interviews (11 patients and 13 nurse practitioners) and health records data on service processes. The study identified that adequate and detailed preparation of Structure and Process is essential for the successful implementation of a service innovation. The multidisciplinary team was accepting of the addition of nurse practitioner service, and nurse practitioner clinical care was shown to be effective, satisfactory and safe from the perspective of the clinician stakeholders and patients. This study demonstrated that the Donabedian framework of Structure, Process and Outcome evaluation is a valuable and validated approach to examine the safety and quality of a service innovation. Furthermore, in this study, specific Structure elements were shown to influence the quality of service processes further validating the framework and the interdependence of the Structure, Process and Outcome components. Understanding the Structure and Process requirements for establishing nursing service innovation lays the foundation for safe, effective and patient-centred clinical care. © 2013 John Wiley & Sons Ltd.

  18. Marketing and satisfaction of employees in the process of improving the quality of business service activities

    Directory of Open Access Journals (Sweden)

    Perić Ružica

    2009-01-01

    Full Text Available Modern society is characterized with the development of public service activities, which are the main generator in creating value of one national economy. Special attention of the service activities development should be paid by the countries in transition, such as our country, because apart from influencing establishing of value, service activities have also taken a considerable role in employment of people. Service enterprises should base their growth and development, and in the first place, the survival itself, on providing the best quality services, that is, to strive to the satisfaction and loyalty of its customers. The customer's satisfaction has been determined to the great extent by the employees' satisfaction, especially in the first line of servicing, who are directly in contact with them.

  19. Analysis Of Provided Service Quality In Flowers And Living Plants Transport

    Science.gov (United States)

    Poliaková, Adela

    2015-06-01

    This paper analyses quality of the living flowers and plants transportation. A part of this paper compares the demands for a particular transport mode and a practical demonstration of these transport modes within a specific transport mode. The paper presents a survey of quality of services provided by individual transport modes.

  20. The impact of service quality and sport-team identification on the repurchase intention

    Directory of Open Access Journals (Sweden)

    Branimir Oman

    2016-06-01

    Full Text Available During the last few decades, the role of the service sector in the overall economic activities has become more significant in many countries, particularly the most developed ones. This has provoked increased scholars' interest so they have begun researching many service markets more extensively. Their interest has been further stimulated by growing competition, development of new technologies and changes in consumer behaviour. These market changes have forced sport clubs' management to focus on providing higher service quality and strengthening team identification among consumers. The research presented in this paper was conducted on the fans of the Croatian football club Hajduk Split and it examines the relationship between service quality and team identification on the one hand and service quality and repurchase intention on the other as well as the intermediary role of word-of-mouth communication in the relationship between service quality and repurchase intentions. The results show that there is an indirect positive influence of service quality on repurchase intention through word-of-mouth communication, as well as a direct positive link between team identification and repurchase intention.

  1. APPLICATION OF THE GAP TECHNIQUE IN MEASURING SERVICE QUALITY IN EGYPTIAN FEDERATION KARATE

    Directory of Open Access Journals (Sweden)

    Khalil Samira

    2010-08-01

    Full Text Available This study aims to measure the gap between the administration and the beneficiaries of the quality of the service in the federation and sport regions of Karate. The sample of this study was chosen randomly between the members of the board of directors of the Federation and regions, the coaches , referees and players registered in theEgyptian Federation of Karate whose numbers are (149. The sample of the study was classified into two beneficiary classes. The first beneficiary class is coaches and referees whose number are (70 persons and their administration is the members of the board of directors of the Federation and its regions whose number are (14persons. The second class is the players whose number are (65 players and their administration is the members ofthe board of directors of the Federation and its regions the referees and coaches' number are (84 persons. This study used a questionnaire (SERVQUAL to measure the quality of the service. Results pointed to a negative gap between the expectations of the beneficiaries of the excellent service level and the perceptions of the administrations of these expectations.These results refer to the weakness of administration ability in the Egyptian Federation of Karate to know the needs and desires of beneficiaries from (coaches-referees- players of the quality level in the service provided to them. The existence of a relative gap between the perceptions of the beneficiaries of the service actually provided and the administration of the qualities of the service actually provided, therefore itrefers to the decline the motive level of the administration of Egyptian Federation of Karate to provide the service to the beneficiaries in a form that conforms with what the administration already decided for the specifications. The existence of a negative gap between the expectations of the beneficiaries of the level of theexcellent service and its perception of the actual performance of this service refers to

  2. The effect of quality circles on job satisfaction and quality of work-life of staff in emergency medical services.

    Science.gov (United States)

    Hosseinabadi, Reza; Karampourian, Arezou; Beiranvand, Shoorangiz; Pournia, Yadollah

    2013-10-01

    Quality circles, as a participatory management technique, offer one alternative for dealing with frustration and discontent of today's workers. This study was conducted to investigate the effect of implementation of quality circles on nurses' quality of work-life and job satisfaction. In this study, two emergency medical services (EMS) of Hamedan province were selected and randomly assigned as the experimental and control groups. After the experimental group was trained and quality circles were established in this group, the levels of quality of work-life and job satisfaction were measured in the two groups. Then, the statistical analyses were performed using t-test. After the intervention, the results showed significant differences between the scores of motivational factors (p=0.001), the total scores of job satisfaction (p=0.003), and the scores of some quality of work life (QWL) conceptual categories including the use and development of capacities (p=0.008), the total space of life (p=0.003), and the total scores of QWL (p=0.031) in the experimental group compared to those in the control group. This study confirms the effectiveness of quality circles in improving quality of work-life and job satisfaction of nurses working in EMS, and offers their application as a management method that can be used by EMS managers. Copyright © 2012 Elsevier Ltd. All rights reserved.

  3. AN ANALYSIS ON THE DETERMINANTS OF SERVICE QUALITY PERCEIVED BY MEMBERS OF THE FITNESS CENTER

    Directory of Open Access Journals (Sweden)

    Kadir YILDIZ

    2016-12-01

    Full Text Available In this research, it is aimed to determine the determinants of service quality perceived by fitness center members. Scanning model from quantitative research methods was used in the research. The study group consisted of 301 women and 390 men in total 691 members who participated the research voluntarily and were selected through an easily accessible sample. The "Sport-Fitness Centers Perceived Service Quality Scale (SFC-PSQS" developed by Uçan (2007 was used in the study. In the analysis of the data, independent t-test, correlation analysis and logistic regression tests were applied. According to obtained findings, significant and moderate relationships were determined between service quality sub-dimensions in positive direction whereas Independent T test results showed that service quality perceptions of participants who evaluated the program as expensive were found to be significantly lower in all sub-dimensions. Considering the logistic regression results, it was determined that variable of "physical environment quality" from perceived service quality sub-dimensions had an effect on the level of program fees of the members. It seems that 1 unit increase in physical environment quality variable caused 6.1% decrease in "program fee prediction" related to odds value. It can be stated that 11% of the total variance of program fee levels predicts perceived service quality. As a result, it is considered that only one factor cannot be effective in ensuring the continuity of sport-fitness center customers and the sustainability of the business. This is because factors such as customer expectations, equipment, experience of fitness center, customer loyalty, physical appearance that may affect individual consumer satisfaction are important factors.

  4. Computerized telephone nurse triage. An evaluation of service quality and cost.

    Science.gov (United States)

    Cariello, Francesca P

    2003-01-01

    The current reimbursement structure of health care in the United States motivates the providers of health care services to deliver these services with a cost-conscious mentality without compromising quality. This has led to the development of alternative methods of delivering health care services, one of which is computerized telephone nurse triage. This study investigates service quality from the perception of callers who used this system on behalf of a pediatric client. Cost was evaluated by comparing what the caller would have done if they did not speak with nurse triage with what they actually did after their interaction. A modified version of the SERVQUAL tool was administered via telephone survey to members of a managed health care plan who recently used nurse triage services for a pediatric patient. Findings were that the majority of callers--employed female parents--rated the level of service quality very highly. Education, employment status, age of the caller, child gender, birth order among siblings, and age of child did not affect the rating of service quality. Relationship to the child had an effect on the rating of service quality as men/fathers rated the level of service quality slightly lower than their female/mother counterparts. The evaluation of cost revealed that the action taken by the caller after they spoke with the nurse resulted in significant cost savings. Computerized telephone nurse triage is a well-accepted cost-saving alternative method of health care delivery that can effectively serve a variety of callers and pediatric patients.

  5. COMPETENCY-BASED PAY AND SERVICE QUALITY: AN EMPIRICAL STUDY OF MALAYSIAN PUBLIC ORGANISATIONS

    Directory of Open Access Journals (Sweden)

    Ilhaamie Abdul Ghani Azmi

    2009-01-01

    Full Text Available A higher number of complaints have been filed by the public due to delays by public sectors in taking action and providing services to the public. This suggests that service quality is not being delivered as expected by customers. With competency-based pay being offered in the public sector under the System Saraan Malaysia (SSM, which aims to produce capable workers who are responsive to customers' demands by providing quality services, one would expect that there would be an improvement in the general quality of the services rendered. Thus, this research aimed to investigate the relationship between the extent of competency-based pay practices and service quality. The findings suggest that there is a positive relationship between competency-based pay practices and service provision, one of the SERVQUAL dimensions found in this study. Thus, Malaysian public organisations should offer this type of pay as frequently as possible in order to motivate civil servants to provide quality services to the public.

  6. ANALYSIS OF THE RESULTS OF AUDITS OF QUALITY MANAGEMENT SYSTEM-SALES SERVICE OF CARS

    Directory of Open Access Journals (Sweden)

    JAROSLAV JAMBOR

    2010-12-01

    Full Text Available The Author analyses his over years experiences and results with audits in brand car ´s service and sale areas. He acted on behalf of TÜV SÜD Automotive GmbH Munich - Germany. He hits of audit ´s consecution in compliance with ISO 9001 and above standard requirement car ´s producers. He withal adverts to effects implementation the Quality management systems at these services.

  7. Analysis of the results of audits of quality management system-sales service of cars

    Directory of Open Access Journals (Sweden)

    Jaroslav Jambor

    2011-04-01

    Full Text Available The Author analyses his over years experiences and results with audits in brand car ´s service and sale areas. He acted on behalf of TÜV SÜD Automotive GmbH Munich - Germany. He hits of audit ´s consecution in compliance with ISO 9001 and above standard requirement car ´s producers. He withal adverts to effects implementation the Quality management systems at these services.

  8. The quality of the service in the bank enterprises: 5032 Branch of PSB in Zaza del Medio.

    Directory of Open Access Journals (Sweden)

    Arlety Lorenzo Corrales

    2012-03-01

    Full Text Available Nowadays the enterprises know how important is to give a quality service, that is why, this research has as a main goal to study the service quality in branch 5032 of the PSB of Zaza del Medio. In order to achieve this goal, first: It was necessary to write about marketing and service quality, and then it was established the methodology of the service quality. It was analyze the measuring scale NBanservqual using the quantitative technique of research for the branch and finally we measure the service quality and adjust the scale for the mentioned branch. So in order to evaluate the service quality of the branch, It was used the NBanservqual system (3 criteria and 23 declarations most of the people agree that there was quality service and the measuring scale was reliable and good.

  9. Qualitive electronic management of information in health services as an implement of ensuring of total quality.

    OpenAIRE

    Tsounis A.; Sarafis P.

    2012-01-01

    Introduction: the promotion and ensuring of quality is an important challenge for modern social-care organizations, which are complex systems based in the intensity of work, with a large number of inputs and outputs. Aim : The aim of this task is to negotiate the issue of the qualitative electronic management of information in healthcare services, as an important implement of support of the qualitative functions of a hospital and by extension as an implement of ensuring of total quality in it...

  10. Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad

    OpenAIRE

    Ahmed, Khalil

    2011-01-01

    Online banking can provide a reliable service to the customers for which make them happy. Online banking service is a comparative advantage and can improve relationship with customers. The purpose of this study is to understand the impact of E-SERVQUAL model on customer satisfaction in Bank Islam Malaysia Brhd (BIMB). Four service quality dimensions namely tangibles, reliability, responsiveness, assurance, and empathy have been established based on the SERVQUAL model modified by Han and Beak ...

  11. Depolarization in Delivering Public Services? Impacts of Minimum Service Standards (MSS on the Quality of Health Services in Indonesia

    Directory of Open Access Journals (Sweden)

    Mohammad Roudo

    2016-03-01

    Full Text Available Abstract. Some scholars argue that decentralization policy tends to create polarization, i.e. an increase of inequality/disparity among districts. To deal with this problem, Minimum Service Standards (MSS were introduced as a key strategy in decentralizing Indonesia. In this research, we tried to find out through MSS performance measurements whether imposing standards can be effective in a decentralized system by seeking its impacts on polarization/depolarization in the delivery of public services, specifically in the health sector. This question is basically a response to the common criticism that decentralization is good to create equality between central government and local governments but often does not work to achieve equality among local governments. Using self-assessment data from a sample of 54 districts from 534 districts in Indonesia, from 2010 to 2013, we found that the existence of depolarization in the delivery of public services could potentially occur among regions by reducing the gap between their public service performance and the targets of MSS. We acknowledge that there are weaknesses in the validity of the self-assessment data, caused by a lack of knowledge and skills to execute the self-assessment according to the official guidelines, by the overrating of target achievements, as well as the lack of data from independent sources to confirm the self-assessment outcomes. We also acknowledge that differences in financial capacity are still the main determinant why one district is more successful in achieving the MSS targets compared to other districts. Keywords. Decentralization, Public Service, Minimum Standard Service

  12. Student Perceptions of Service Quality in a Multi-Campus Higher Education System in Spain

    Science.gov (United States)

    Gallifa, Josep; Batalle, Pere

    2010-01-01

    Purpose: This paper aims to present an in-depth case study with student perceptions of service quality, discussing the relevance of these perceptions for the important issue of quality improvement in higher education. Design/methodology/approach: The paper presents institutional research carried out in a multi-campus system in Spain made up of…

  13. Improving the Quality of Services in Residential Treatment Facilities: A Strength-Based Consultative Review Process

    Science.gov (United States)

    Pavkov, Thomas W.; Lourie, Ira S.; Hug, Richard W.; Negash, Sesen

    2010-01-01

    This descriptive case study reports on the positive impact of a consultative review methodology used to conduct quality assurance reviews as part of the Residential Treatment Center Evaluation Project. The study details improvement in the quality of services provided to youth in unmonitored residential treatment facilities. Improvements were…

  14. Student Perceptions of Service Quality in a Multi-Campus Higher Education System in Spain

    Science.gov (United States)

    Gallifa, Josep; Batalle, Pere

    2010-01-01

    Purpose: This paper aims to present an in-depth case study with student perceptions of service quality, discussing the relevance of these perceptions for the important issue of quality improvement in higher education. Design/methodology/approach: The paper presents institutional research carried out in a multi-campus system in Spain made up of…

  15. Impact of water quality change on corrosion scales in full and partially replaced lead service lines

    Science.gov (United States)

    BackgroundChanges in water qualities have been associated with an increase in lead release from full and partial lead service lines (LSLs), such as the cases of Washington D.C. or more recently of Flint (Mi). Water qualities affect the mineralogy of the scales. Furthermore, follo...

  16. Improving the Quality of Services in Residential Treatment Facilities: A Strength-Based Consultative Review Process

    Science.gov (United States)

    Pavkov, Thomas W.; Lourie, Ira S.; Hug, Richard W.; Negash, Sesen

    2010-01-01

    This descriptive case study reports on the positive impact of a consultative review methodology used to conduct quality assurance reviews as part of the Residential Treatment Center Evaluation Project. The study details improvement in the quality of services provided to youth in unmonitored residential treatment facilities. Improvements were…

  17. International Students' Perceptions of Service Quality in the UK Banking Sector: An Exploratory Study

    Science.gov (United States)

    Bond, Christopher; Hsu, Marc Ting-Chun

    2011-01-01

    This study reviews and evaluates international students' perceptions of UK banks. The specific research objectives were to identify international students' expectations and perceptions of service quality from UK banks and to assess the quality GAP or dissonance between these. A total of 297 international students studying in the UK responded to…

  18. RMD-QOSM: The NSIS Quality-of-Service Model for Resource Management in Diffserv

    NARCIS (Netherlands)

    Bader, A.; Westberg, L.; Karagiannis, G.; Kappler, C.; Phelan, T.

    2010-01-01

    This document describes a Next Steps in Signaling (NSIS) Quality-of- Service (QoS) Model for networks that use the Resource Management in Diffserv (RMD) concept. RMD is a technique for adding admission control and preemption function to Differentiated Services (Diffserv) networks. The RMD QoS Mode

  19. Economic cost analysis of service quality as a factor of sustainable development of enterprises

    Directory of Open Access Journals (Sweden)

    Gritsenko Olena Ivanivna

    2015-02-01

    Full Text Available In the article possibilities of economic analysis are considered in the context of improvement of quality of service and effective realization of the charges related to him. The analysis of existent principles of theory of cognition is conducted, that directly related to the economic analysis of quality. The basic factors of forming and improvement of functioning of quality of service for providing of competitiveness subjects of ménage are considered at the market of commodities in the state and after his limits. There were determined the main factors, which affect the sum and level of spending on quality of service. It is well-proven that charges on quality of service are a difficult economic category, and the mainly existent methods of account and accounting do not allow directly and exactly to select such charges of enterprise structures. It is for this purpose necessary to conduct the concrete and detailed (empiric analysis of structure of charges and its elements.

  20. Quality management of airport services – An analysis of the multifactor structure of customer satisfaction

    Directory of Open Access Journals (Sweden)

    Josip Mikulić

    2007-07-01

    Full Text Available The purpose of this paper is to get an insight into the multifactor structure of satisfaction of the customers of a Croatian airport. Based on data from the primary research (n=1053, an importance-performance analysis was conducted that resulted in the categorization of airport services into the satisfaction factors according to Kano’s model of quality. Basic factors, performance factors and excitement factors were identified. The results of this analysis enrich the standard information basis which is obtained through customer satisfaction surveys. Furthermore, they represent a valuable resource for decision-making within the domain of service quality management.

  1. The Use of Nutrient Assimilation Services in Performance-based Water Quality Incentive Programs

    OpenAIRE

    2013-01-01

    This paper reviews water quality investments that can increase the environment’s capacity to remove nutrients. The nutrient removal effectiveness, uncertainty, and cost of removing nutrients directly from ambient waters is compared to agricultural nonpoint source reductions in the context of water quality credit trading and payment for environmental services programs.

  2. RELATIONSHIP AMONG E-SERVICE QUALITY, CULTURE, ATTITUDE, TRUST, RISK OF ONLINE SHOPPING

    Directory of Open Access Journals (Sweden)

    Mohammad Al-Nasser

    2014-01-01

    Full Text Available Purchasing is considered a risky business specifically in the online purchasing environment. The research was designed to fill the gap in the existing body of knowledge regarding attitudes and differences in electronic service quality perception between two different geographical and cultural countries-Malaysia and Saudi Arabia-regarding online shopping. Specifically, this research extended previous effort done in an online shopping context by providing evidence that high service quality increase consumers’ trust perception, which in turn results in favorable attitude toward online shopping, with risk perception on consumer’s trust. Findings indicated differences between Saudis and Malaysians in e-service quality perception. Also attitude toward online shopping was affected by e-service quality perception, but it had mediated effects through trust. Finally, researcher found that perceived risk moderated the relationship between e-service quality and trust. The findings provide practical suggestions for managers on how to develop consumer trust online and enhance purchase attitude even when customers have high risk perception. E-service quality should strongly influence trust for individuals with a higher perceived risk associated with online purchase in comparison to those with a lower perceived risk.

  3. Can nurse innovation improve customer perception of service quality and experience?

    Science.gov (United States)

    Weng, Rhay-Hung; Chen, Wan-Ping; Huang, Ching-Yuan; Hung, Chiu-Hsia; Hsu, Ching-Tai

    2016-07-01

    This study aimed to clarify how nurse innovation is related to customer perception of medical service quality and experience. Recently, many hospitals have put much emphasis upon the development of nurse innovation. A cross-sectional study was employed. This study adopted questionnaire survey method with nurses and customers of the inpatient wards from three Taiwanese hospitals as the research subjects. After pairing, there were 294 valid questionnaires. Hierarchical regression analysis was utilised to test the possible impact of nurse innovation on medical service quality and experience. In terms of the dimensions of nurse innovation, 'innovation behaviour' ranked the highest (3·24), followed by knowledge creation and innovation diffusion; in terms of the degree of the medical service quality, 'reliability' ranked the highest (4·35). As for the degree of the medical service experience, 'feel experience' ranked the highest (4·44). All dimensions of nurse innovation have no significant effects on medical service quality and experience. Of these three dimensions of nurse innovation, the level of innovation behaviour was perceived by the nurses as the highest. The study found that nurse innovation has no significant effects on customer perception of service quality and experience. Hospitals shall provide sufficient resources and budget for fostering innovation development and encourage their nurses to develop nursing innovation for patents. The education and training courses on 'patient-centred' shall be enhanced among hospital nurses. Healthcare managers shall also explore the difficulties about innovation diffusion and find the solutions for nurses. © 2016 John Wiley & Sons Ltd.

  4. Applying the Tropos Methodology for Analysing Web Services Requirements and Reasoning about Qualities of Services

    NARCIS (Netherlands)

    Aiello, Marco; Giorgini, Paolo

    2004-01-01

    The shift in software engineering from the design, implementation and management of isolated software elements towards a network of autonomous interoperable service is calling for a shift in the way software is designed. We propose the use of the agent-oriented methodology Tropos for the analysis of

  5. Applying the Tropos Methodology for Analysing Web Services Requirements and Reasoning about Qualities of Services

    NARCIS (Netherlands)

    Aiello, Marco; Giorgini, Paolo

    2004-01-01

    The shift in software engineering from the design, implementation and management of isolated software elements towards a network of autonomous interoperable service is calling for a shift in the way software is designed. We propose the use of the agent-oriented methodology Tropos for the analysis of

  6. Strategy, Structure and Quality Service: Developing School Wide Quality Improvement.

    Science.gov (United States)

    Murgatroyd, Stephen

    1991-01-01

    Builds on earlier contributions to the literature on educational leadership and total quality management in education. Introduces two new tools--the service guarantee and the House of Quality, placing them in the context of strategic marketing, structural change, and other total quality management methods. (19 references) (MLH)

  7. Analysis of the Service Quality of Medical Centers Using Servqual Model (Case:Shaheed Rahnemoon Hospital

    Directory of Open Access Journals (Sweden)

    H Zare Ahmadabadi

    2007-07-01

    Full Text Available Introduction: Many organizations, especially service oriented ones, relative to their goals and mission, have a special view towards quality phenomena and its management. Methods: This paper analyzes medical service quality in one case; The internal section of Shaheed Rahnemoon Hospital Based on the basis of gap analysis model and Servqual technique. A questionnaire was designed and applied to measure expectations and perceptions of patients and personnel of the hospital. Results: On application of non-parametric statistical tests, we propose certain recommendations. These tests drive on five conceptual dimensions of service quality including intangibility, responsiveness, reliability, assurance and empathy. Results show that patients in this section were satisfied from the service provider’s responsiveness, but there are significant differences between expectations and perceptions in other dimensions. Conclusion: The service quality analysis models are useful for managers of medical centers to distinguish gaps between the two sides of service representation; patients and medical centers personnel. Ultimately, they can reinforce strengths and control weaknesses.

  8. Establishing the overall service quality of engineering education: fuzzy logic approach

    Science.gov (United States)

    Shekhar, N. Chandra; Venkatasubbaiah, K.; Kandukuria, N. R.

    2012-12-01

    Measuring overall service quality (OSQ) is gaining prominence in higher education due to the increased competition among engineering education institutions (EEIs) and growing awareness about value for money among the public. Determination of OSQ on certain institutional aspects is done by various agencies throughout the world. Each system uses a different set of weighted indicators to measure the overall service quality of institutions. Five service quality factors, namely professionalism, integrated education, facilities, responsiveness and empathy are considered in the study. Trapezoidal fuzzy numbers are used to determine the aggregate weights of the factors to handle the vagueness present in the linguistic values of the stakeholders' subjective opinions. Final weights of the factors are assessed by taking the distances of each factor between Fuzzy Positive Ideal Rating and Fuzzy Negative Ideal Rating. An illustrative study is presented to determine the OSQ of EEIs. The results help to focus on the factors which need immediate attention to enhance the quality of EEIs.

  9. Effect of home care service on the quality of life in patients with gynecological cancer.

    Science.gov (United States)

    Aktas, Demet; Terzioglu, Fusun

    2015-01-01

    The purpose of the research was to determine the effect of home care service on the quality of life in patients with gynecological cancer. This randomized case control study was carried out in a womans hospital between September 2011 and February 2012. Women undergoing gynecological cancer treatment were separated into intervention and control groups, of 35 patients each. The intervention group was provided with nursing care service through hospital and home visits (1st, 12th weeks) within the framework of a specifically developed nursing care plan. The control group was monitored without any intervention through the hospital routine protocols (1st, 12th weeks). Data were collected using An Interview Form, Home Visit Monitoring Form and Quality of Life Scale/Cancer Survivors. Effects of home care service on the quality of life in gynecological cancer patients were investigated using chi-square tests, McNemar's test, independent t-test and ANOVA. This study found that the intervention group receiving home care service had a moderately high quality of life (average mean: 6.01±0.64), while the control group had comparatively lower quality (average mean: 4.35±0.79) within the 12 week post- discharge period (pservices to be efficient in improving the quality of life in patients with gynecological cancer.

  10. IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCES FROM THE RESTAURANT INDUSTRY IN PAKISTAN

    Directory of Open Access Journals (Sweden)

    Ubedullah Amjad Ali SHAIKH

    2011-01-01

    Full Text Available The purpose of this study is to contribute to the literature of service qualityimportance in restaurant industry. The study has been based upon theServqual technique and Dineserv tool of improving the quality by the serviceproviding organizations. The study is undertaken from the perspective ofPakistani Restaurant Industry and the customers' perceptions vis-à-visrestaurant dining. Two variables of Servqual, i.e. Tangibles andResponsiveness, have been examined to demonstrate the significance ofservice quality on customer satisfaction. The results endorse the importanceof enhanced complementary service standards in restaurant industry. Finally,the findings provide an insight for the Pakistani restaurant service providingestablishments and suggestion have been made for the caretakers of theindustry on ways to improve service quality.

  11. Limited English proficient Hmong- and Spanish-speaking patients’ perceptions of the quality of interpreter services

    Science.gov (United States)

    Lor, Maichou; Xiong, Phia; Schweia, Rebecca J.; Bowers, Barbara; Jacobs, Elizabeth A.

    2015-01-01

    Background Language barriers are a large and growing problem for patients in the U.S. and around the world. Interpreter services are a standard solution for addressing language barriers and most research has focused on utilization of interpreter services and their effect on health outcomes for patients who do not speak the same language as their healthcare providers including nurses. However, there is limited research on patients’ perceptions of these interpreter services. Objective To examine Hmong- and Spanish-speaking patients’ perceptions of interpreter service quality in the context of receiving cancer preventive services. Methods Twenty limited English proficient Hmong (n=10) and Spanish-speaking participants (N=10) ranging in age from 33 to 75 years were interviewed by two bilingual researchers in a Midwestern state. Interviews were audio taped, transcribed verbatim, and translated into English. Analysis was done using conventional content analysis. Results The two groups shared perceptions about the quality of interpreter services as variable along three dimensions. Specifically, both groups evaluated quality of interpreters based on the interpreters’ ability to provide: (a) literal interpretation, (b) cultural interpretation, and (c) emotional interpretation during the health care encounter. The groups differed, however, on how they described the consequences of poor interpretation quality. Hmong participants described how poor quality interpretation could lead to: (a) poor interpersonal relationships among patients, providers, and interpreters, (b) inability of patients to follow through with treatment plans, and (c) emotional distress for patients. Conclusions Our study highlights the fact that patients are discerning consumers of interpreter services; and could be effective partners in efforts to reform and enhance interpreter services. PMID:25865517

  12. Islamic Banks Service Innovation Quality: Conceptual Model

    Directory of Open Access Journals (Sweden)

    Tahreem Noor Khan

    2016-07-01

    Full Text Available Customer perspectives and satisfaction level are considered important for analysing the performance of Islamic bank service quality. Sufficient researches has been done to explore customer perception and satisfaction level with Islamic banking service quality, however there is lack of data to compare and find the similarity in understanding the main determinant attributes needed for Islamic banking service quality. The purpose of this paper is to describe and integrate the results of existing wealth of research on service quality in Islamic banks. After weighing up all the views from existing research, common findings, concerns will be discussed. This research did not find much of information or studies indicating toward innovation in Islamic banking service quality. Thus based on review of the literature this paper suggests main key attributes of service for Islamic banks (RIBA Service IQ. This research strongly asserts that sincere motivation, truthful intention, dynamic and practical service innovation of quality approaches can uplift Islamic financial brandDOI: 10.15408/aiq.v8i2.3161

  13. Performance Evaluation of Public Services: A Development of Public Services Quality Measurement and Customer Satisfaction Model on Three Cities in Java

    Directory of Open Access Journals (Sweden)

    Gita Gayatri

    2009-12-01

    Full Text Available Decentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the three areas of the Java Island. The research will use triangulation methods: qualitative research will be conducted using focus group discussions whereas quantitative research will be conducted using surveys.The findings are: first, the ten dimensions of service quality for the public sector -i.e. tangibility, reliability, responsiveness, credibility, competence, understanding customers, access, security, communication, and courtesy- were all proven to form the service quality construct in the public service quality. Moreover the proposed model that depicts the relationship between public service quality, perceived value and satisfaction was also confirmed; hence provide an evaluation tool for public services in city level.

  14. Assessing Satisfaction with Selected Student Services Using SERVQUAL, a Market-Driven Model of Service Quality.

    Science.gov (United States)

    Ruby, Carl A.

    1998-01-01

    Demonstrates how the use of SERVQUAL, a market-driven assessment model adapted from business, can be used to study student satisfaction with four areas of support services hypothetically related to enrollment management. The sample included 748 students enrolled in general education courses at ten different private institutions. (Contains 27…

  15. Measuring the impact of service quality on post-purchase intention

    Directory of Open Access Journals (Sweden)

    Parichehr Yarahmadi Dehnavi

    2014-08-01

    Full Text Available This paper presents an empirical investigation to study the effects of service quality on post-purchase intention. The study is applied among some small and medium enterprises (SMEs in city of Kerman, Iran. There were approximately 300 people working for these units and the study chose 168 people as a sample study. The study used a standard questionnaire consists of 20 questions in Likert scale and distributed it among the sample size. Using structural equation modeling the study has determined that service quality as well as perceived quality influenced positively on customer satisfaction and post-purchase intention.

  16. FACTORS INFLUENCING THE QUALITY OF PROVIDED SERVICES IN THE VISION OF TRAVEL AGENTS IN SUCEAVA MUNICIPALITY

    Directory of Open Access Journals (Sweden)

    Cristian Valentin HAPENCIUC

    2015-07-01

    Full Text Available Taking into account its pragmatic meaning, the success of a travel agency frequently relies on the activity of travel agents. In the process of promoting and selling flat voyages, customer service can be directly influenced by the interaction of factors such as: offer accuracy, sales representatives quality, employee timeliness, politeness of the travel agent, maintaining eye contact etc., all of which are components of the offered product. Thereby, we conducted, within the period 5 - 15 March 2015, a research based on interviews with 26 travel agents from 20 different units, in order to determine their awareness about potential factors that may have an influence on the quality of offered services. By the instrumentality of a questionnaire, we attempted to assess the integrity and loyalty of employees, their attitude regarding the activities they carry, their dissatisfaction, negative and  positive factors influencing service quality, and their positioning to the organization and brand.

  17. Quality assessment of child care services in primary health care settings of Central Karnataka (Davangere District

    Directory of Open Access Journals (Sweden)

    Rashmi

    2010-01-01

    Full Text Available Background: Infectious disease and malnutrition are common in children. Primary health care came into being to decrease the morbidity. Quality assessment is neither clinical research nor technology assessment. It is primarily an administrative device used to monitor performance to determine whether it continues to remain within acceptable bounds. Aims and Objectives: To assess the quality of service in the delivery of child health care in a primary health care setting. To evaluate client satisfaction. To assess utilization of facilities by the community. Materials and Methods: Study Type: Cross-sectional community-based study. Quality assessment was done by taking 30-50%, of the service provider. Client satisfaction was determined with 1 Immunization and child examination-90 clients each. Utilization of services was assessed among 478 households. Statistical Analysis: Proportions, Likert′s scale to grade the services and Chi-square. Results: Immunization service: Identification of needed vaccine, preparation and care was average. Vaccination technique, documentation, EPI education, maintenance of cold chain and supplies were excellent. Client satisfaction was good. Growth monitoring: It was excellent except for mother′s education andoutreach educational session . Acute respiratory tract infection care: History, physical examination, ARI education were poor. Classification, treatment and referral were excellent. Client satisfaction was good. Diarrheal disease care: History taking was excellent. But examination, classification, treatment, ORT education were poor. Conclusion: Mothers education was not stressed by service providers. Service providers′ knowledge do not go with the quality of service rendered. Physical examination of the child was not good. Except for immunization other services were average.

  18. Saasquality - A Method for Quality Evaluation of Software as a Service (Saas

    Directory of Open Access Journals (Sweden)

    Nemesio Freitas Duarte Filho

    2013-07-01

    Full Text Available The market for software products offered as a service (SaaS is growing steadily and has attractedsuppliers from different segments of the global IT market. However, the use of the SaaS products brings arange of challenges,both in the organizational, cultural and technological areas. A difficulty that existstoday is the lack of methods and models for assessing the quality of these products. This document presentsa method to assess the quality of a software product offeredas a service, named SaaSQuality. Theproposed method has a quality model appropriate to the SaaS context, based on standards and models ofsoftware quality (ISO 9126 and models for IT management (ITIL and COBIT. The experimental resultsobtained througha case study show that the method offers suitable assessment practices for Software as aService.

  19. Quality Assurance: Adapting SERVQUAL to Measure the Perceived Quality of Pre-Service Teachers' Teaching Practice Experience

    Science.gov (United States)

    Oliver, Henry; Koeberg, Jeremy

    2013-01-01

    This article describes a work in progress study which extends traditional quality assurance mechanisms through the application of the SERVQUAL instrument. It assesses the difference between pre-service teacher expectations and actual experience during a Teaching Practice period. Anecdotal evidence points to students being the recipients of poor…

  20. Quality Assurance: Adapting SERVQUAL to Measure the Perceived Quality of Pre-Service Teachers' Teaching Practice Experience

    Science.gov (United States)

    Oliver, Henry; Koeberg, Jeremy

    2013-01-01

    This article describes a work in progress study which extends traditional quality assurance mechanisms through the application of the SERVQUAL instrument. It assesses the difference between pre-service teacher expectations and actual experience during a Teaching Practice period. Anecdotal evidence points to students being the recipients of poor…

  1. Service Quality Dimensions in Public Library: Nothern Area Experienced

    OpenAIRE

    2011-01-01

    Problem statement: Service quality has emerged as a key strategic issue in management. The service quality assessment tool SERVQUAL was introduced the dimensions of tangibles, reliability, responsiveness and assurance and empathy dimensions of service quality. Approach: The objective of this study is to investigate which service quality dimensions that mostly influenced the service quality in public library in Sungai Petani. The study was conducted among library users and ...

  2. Use of quality management methods in the transition from efficacious prevention programs to effective prevention services.

    Science.gov (United States)

    Daniels, Vicki-Smith; Sandler, Irwin; Wolchik, Sharlene

    2008-06-01

    This paper applies concepts and methods developed in management to translate efficacious prevention programs into effective prevention services. The paper describes Quality Function Deployment (QFD) as a method for structured planning and development that connects the needs and wants of the consumer with the design of the product or service. The paper describes basic tools used in quality management, and discusses how they might be applied to prepare a prevention program for implementation by community agencies. Prevention programs are conceptualized as having multiple consumers (i.e., stakeholders), including the participants who receive the service, the service providers, the organizations that deliver the program, and the researchers who evaluate the programs. As an illustration of one step in the application of QFD to translate efficacious prevention programs into effective prevention services, analysis of the needs and preferences of Family Courts for the implementation of an the New Beginnings Program is presented.

  3. HEALTH WORKERS' PERCEPTIONON THE QUALITY OF SERVICE AND CORPORATE CULTURE OF A TEACHING HOSPITAL IN NIGERIA.

    Science.gov (United States)

    Akpan, Etukumana Etiobong; Bassey, Orie Jacob

    2015-01-01

    Quality of service delivery remains the most important issue in hospitals since patients expect higher standard care and services. This quality service is rooted in the culture of the health care organization. Therefore,this study seeks to determine health workers' perception on the quality of service and corporate culture at University of Uyo Teaching hospital, Uyo, Nigeria. A cross-sectional descriptive study was carried out. Using structured questionnaire and convenient sampling technique, data were collected from 250 hospital workers.The responses on questions to elicit the hospital's quality of service and corporate culture were rated on a five-point Likert Scale as follows; Strongly Agree (SA), Agree (A), Neutral(N), Disagree (D) and Strongly Disagree (SD). Data entry and analysis were performed using Epi Info 3.2.2 (CDC, Atlanta, Georgia, USA). The minimum and maximum ages of the respondents were 21 years and 60 years respectively. The mean, median and mode ages in the respondents were 34.6 (± 7.88) years, 33 years, and 30 years respectively. Majority of the study respondents were in the age group of 31-40 years (30%), female (56.8%) and Doctors (36%). The respondents' positive perception on quality of service offered by the hospital was 69.2% (OR 5.05, 95% CI 3.39-7.52, P quality services as obtained in other hospitals. Majority of the workers in all the professions except Medical Doctors accepted that the hospital values the individual workers. Majority of the Pharmacists and Non-clinical staff accepted that the hospital management was flexible and understands the importance of balancing their work and personal life. Majority of the Doctors, Pharmacists and laboratory/image scientists did not accept that top management communicates changes in decisions that affect employees. The perception of health workers on the quality of service rendered by the University of Uyo Teaching Hospital was satisfactory. However, the hospital needs to improve on its

  4. Service quality assessment of workers compensation health care delivery programs in New York using SERVQUAL.

    Science.gov (United States)

    Arunasalam, Mark; Paulson, Albert; Wallace, William

    2003-01-01

    Preferred provider organizations (PPOs) provide healthcare services to an expanding proportion of the U.S. population. This paper presents a programmatic assessment of service quality in the workers' compensation environment using two different models: the PPO program model and the fee-for-service (FFS) payor model. The methodology used here will augment currently available research in workers' compensation, which has been lacking in measuring service quality determinants and assessing programmatic success/failure of managed care type programs. Results indicated that the SERVQUAL tool provided a reliable and valid clinical quality assessment tool that ascertained that PPO marketers should focus on promoting physician outreach (to show empathy) and accessibility (to show reliability) for injured workers.

  5. How size matters: exploring the association between quality of mental health services and catchment area size.

    Science.gov (United States)

    Ala-Nikkola, Taina; Sadeniemi, Minna; Kaila, Minna; Saarni, Samuli; Kontio, Raija; Pirkola, Sami; Joffe, Grigori; Oranta, Olli; Wahlbeck, Kristian

    2016-08-12

    The diversity of mental health and substance abuse services (MHS) available to service users is seen as an indicator of the quality of the service system. In most countries MHS are provided by a mix of public, private and third sector providers. In Finland, officially, the municipalities are responsible for organizing the services needed, but the real extent and roles of private and third sector service providers are not known. Our previous study showed that the catchment area population size was strongly associated with diversity of mental health services. It is not known whether this was due to some types of services or some provider types being more sensitive to the size effect than others. The aim of this study was to investigate the association between area population size and diversity of mental health services, i.e. which types of services and which service providers' contributions are sensitive to population size. To map and classify services, we used the ESMS-R. The diversity of services was defined as the count of main types of care. Providers were classified as public, private or third sectors. The diversity of outpatient, residential and voluntary services correlated positively with catchment area population size. The strongest positive correlation between the size of population and services available was found in third sector activities followed by public providers, but no correlation was found for diversity of private services. The third sector and public corporations each provided 44 % of the service units. Third sector providers produced all self-help services and most of the day care services. Third sector and private companies provided a significant part (59 %) of the residential care service units. Significant positive correlations were found between size of catchment area population and diversity of residential, outpatient and voluntary services, indicating that these services concentrate on areas with larger population bases. The third sector

  6. Service quality framework for clinical laboratories.

    Science.gov (United States)

    Ramessur, Vinaysing; Hurreeram, Dinesh Kumar; Maistry, Kaylasson

    2015-01-01

    The purpose of this paper is to illustrate a service quality framework that enhances service delivery in clinical laboratories by gauging medical practitioner satisfaction and by providing avenues for continuous improvement. The case study method has been used for conducting the exploratory study, with focus on the Mauritian public clinical laboratory. A structured questionnaire based on the SERVQUAL service quality model was used for data collection, analysis and for the development of the service quality framework. The study confirms the pertinence of the following service quality dimensions within the context of clinical laboratories: tangibility, reliability, responsiveness, turnaround time, technology, test reports, communication and laboratory staff attitude and behaviour. The service quality framework developed, termed LabSERV, is vital for clinical laboratories in the search for improving service delivery to medical practitioners. This is a pioneering work carried out in the clinical laboratory sector in Mauritius. Medical practitioner expectations and perceptions have been simultaneously considered to generate a novel service quality framework for clinical laboratories.

  7. Patients’ perception of quality service delivery of public hospitals in Nigeria using analytical hierarchy process

    Directory of Open Access Journals (Sweden)

    Emmanuel Olateju Oyatoye

    2016-07-01

    Full Text Available Introduction: Patients are recently more aware and conscious. This is because of the belief that a high level of quality can translate into patient satisfaction. This is critical for healthcare providers as they deal with life. This recognition by both the service provider and service receivers made the government to establish units of service commission (SERVICOM in each of the governmental agencies including hospitals in Nigeria to monitor the level of quality of service delivery. However, to what extent do patients’ perceptions about health services seem to have been largely recognized remain unclear by health care providers, despite the (SERVICOM units in public institutions in Nigeria? Method: A cross-sectional analytical study using convenient sample method, based on the fact that not every patient of the selected hospitals can be chosen, was performed on 400 patients who received health services at four different public hospitals in Ogun state Nigeria. The selection of these hospitals was based on the zones in the state (Egba, Ijebu, Remo and Yewa area of Ogun-state. The instrument was a valid and reliable analytical hierarchy process based questionnaire containing five service quality dimensions. Data were analyzed using SPSS, Expert choice and Microsoft Excel software to determine the perception of patients towards service quality delivery in pairwise comparison of judgment consistent at less than 10%. Results:The results showed the composite priorities of the patients’ perception with respect to determinants of the patients’ perception towards quality of services delivered in the public hospitals in Nigeria. The most important factor to patients was the reliability dimension with composite priority 0.24 or 24% followed by the responsiveness dimension with 0.22 assurance dimension 0.21, tangibility dimension with 0.21, and the least determinant factor was the empathy dimension with 0.1101. Conclusion: Based on the results, the

  8. Assessing Service Quality: A Combination of SERVPERF and Importance-Performance Analysis

    Directory of Open Access Journals (Sweden)

    Rasyida Dyah R.

    2016-01-01

    Full Text Available Service providers in this highly competitive market are demanded to find ways to attract new customers, retain existing customers, and pursue customers’ loyalty. The quality of the service which has to deliver to the customers has been considered as a critical factor for the success of the service providers by a reason of its close connection to customer satisfaction. This paper aimed to assess the service quality of the service firms and identify what dimensions they have to prioritize to attain the customer satisfaction. SERVPERF model was employed to achieve the first objective while importance-performance analysis was utilized for the second objective. A case study was conducted in Ahmad Yani International Airport, Indonesia, to demonstrate the applicability of the method.

  9. Quality of Health Services Provided to Iraqis at Jordan Red Crescent Health Centers

    Directory of Open Access Journals (Sweden)

    Taghrid S. Suifan

    2010-01-01

    Full Text Available Problem statement: Quality of services measurement has been the concern of many scholars who have tried to develop scales for it. The most popular scale used was SERVQUAL. Hence the aim of this study is to discover the quality of health services provided to Iraqis at Jordan Red Crescent Health Centers in Amman. Approach: A sample study was derived from (1652 male and female patients from five health centers: Ashrafieh Health Center; Al-Hashemi Health Center; Marka Health Center; Al-Taj Health Center and AL-Hussein Health Center. Means, Standard Deviation, Independent Sample T-Test, simple regression and the Scheffe Test were used to answer the study's main questions. Results: It was found that the quality of health services provided to the Iraqis at Jordan Red Crescent health centers was high in all dimensions, the highest quality dimensions displayed among the health service available at Jordan Red Crescent health centers were tangibles and assurance, whereas the lowest quality dimensions were empathy and responsiveness, there was a significant difference in the quality of health services provided to Iraqis at Jordan Red Crescent Health Centers (Ashrafieh Health Center, Al-Hashemi Health Center, Marka Health Center, Al-Taj Health Center and AL-Hussein Health Center from one center to another and there was a significant difference in the quality of health services provided to Iraqis at Jordan Red Crescent health centers based on the number of visits the Iraqis made to the center. Conclusion: The main recommendation presented in this study is that there is a need to expand the health services in cooperation with international humanitarian organizations in order to accommodate the rising number of Iraqis frequenting the centers.

  10. Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

    Directory of Open Access Journals (Sweden)

    Tsan-Ming Choi

    2013-01-01

    Full Text Available Customer service is crucially important for online shopping platforms (OSPs such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and responsiveness” function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the “fulfillment and responsiveness” function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.

  11. Effects of Total Quality Management implementation on business performance in service institutions: A case of Kenya Wildlife Services

    Directory of Open Access Journals (Sweden)

    Karani, Sharon R.

    2012-04-01

    Full Text Available The service sector is getting competitive every day. In order to be successful Quality Management (QM practices ought to be the integral part of any organization’s strategic management. Kenya’s national parks form the pillar of the country’s tourism industry. Over one million international tourists visit Kenya annually to partake in wildlife safari and other forms of nature-based tourism. However, Kenya Wildlife Services (KWS is being faced by some challenges which they are trying to manage. These include; decline in the volume of international tourists visiting the national parks, human wildlife conflict, encroachment and poaching, and poor infrastructure. The purpose of this study is to establish how Total Quality Management (TQM practices are employed while addressing these challenges by examining whether there are any gaps or discrepancies (positive or negative between the service quality management offered by KWS and the actual TQM practices by (KEBS, 2008. The study was guided by the following objectives: To determine the TQM principles used, to obtain the effects of TQM implementation on organizational business performance, to determine challenges in the implementation of TQM.

  12. Contribution of ecosystem services to air quality and climate change mitigation policies: The case of urban forests in Barcelona, Spain

    Science.gov (United States)

    Francesc Baró; Lydia Chaparro; Erik Gómez-Baggethun; Johannes Langemeyer; David J. Nowak; Jaume. Terradas

    2014-01-01

    Mounting research highlights the contribution of ecosystem services provided by urban forests to quality of life in cities, yet these services are rarely explicitly considered in environmental policy targets. We quantify regulating services provided by urban forests and evaluate their contribution to comply with policy targets of air quality and climate change...

  13. The Quality of Educational Services- Institutional Case Study From the Romanian Higher Education

    Directory of Open Access Journals (Sweden)

    Luminiţa NICOLESCU

    2010-02-01

    Full Text Available The present paper approaches the topic of the quality of educational services, emphasizing on higher education, as a field of services of large public interest that has high influences at individual, group and society level. The paper starts by looking at the influencing factors for the quality of higher education from the perspective of the regulations and practices at both European and national level. In this context, the internal evaluation of quality at institutional level is a new requirement for higher education institutions in Romania. Part of the evaluation process is represented by the requirement to develop informational data bases. The paper exemplifies the results that can be obtained by monitoring quality and collecting information, and concludes with a set of recommendations for managing quality at institutional level.

  14. Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service

    Directory of Open Access Journals (Sweden)

    José Luis Vázquez

    2015-03-01

    Full Text Available The principal aim of this paper is to identify the factors that define students’ perceptions of university social responsibility (USR in a Spanish university, and analyse the impact of that view on their perceptions of satisfaction and quality of service. Particularly, it is hypothesized that the overall perception of university social responsibility has a positive effect on students’ experiences of satisfaction, partially mediated by the assessment regarding the quality of university services. In doing that, a self-report study was conducted with a total sample of 400 undergraduate students of the University of León, in Spain. Structural equation modeling with PLS was used to test the students’ overall perception of USR in order to achieve higher standards of quality of service and satisfaction. Results supported a structure of six factors explaining students’ views regarding university social responsibility, of which only internal management affects the overall perception. Likewise, quality of service and satisfaction are strongly correlated among them. Implications of these findings for marketing in university settings are discussed.

  15. Validity of Standard Measures of Family Planning Service Quality: Findings from the Simulated Client Method

    Science.gov (United States)

    Tumlinson, Katherine; Speizer, Ilene S.; Curtis, Sian L.; Pence, Brian W.

    2014-01-01

    Despite widespread endorsement within the field of international family planning regarding the importance of quality of care as a reproductive right, the field has yet to develop validated data collection instruments to accurately assess quality in terms of its public health importance. This study, conducted among 19 higher volume public and private facilities in Kisumu, Kenya, used the simulated client method to test the validity of three standard data collection instruments included in large-scale facility surveys: provider interviews, client interviews, and observation of client-provider interactions. Results found low specificity and positive predictive values in each of the three instruments for a number of quality indicators, suggesting that quality of care may be overestimated by traditional methods. Revised approaches to measuring family planning service quality may be needed to ensure accurate assessment of programs and to better inform quality improvement interventions. PMID:25469929

  16. [The telemedical service centre as an essential element of the conceptual approach for telemonitoring of cardiac patients : Requirements on the service, quality, and technical realization of telemonitoring].

    Science.gov (United States)

    Helms, T M; Müller, A; Perings, C; Köhler, F; Leonhardt, V; Rybak, K; Sack, S; Stockburger, M

    2017-08-24

    Telemonitoring as part of a treatment strategy supports and facilitates the monitoring, disease management and education of patients with heart failure and cardiac arrhythmias. Therefore, telemonitoring affects quality and success of the therapy. Thus, meeting the needs of the patients and of the involved health care professionals is important for the success of the telemonitoring service. Moreover, a high quality of the service has to be ensured. The following article describes several configuration options for telemonitoring services considering technical as well as quality- and service-related aspects.

  17. PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE

    Directory of Open Access Journals (Sweden)

    Dijana Mečev

    2015-07-01

    Full Text Available The purpose of this study is to examine customers’ perceptions of primary healthcare service quality in public institutions in the city of Šibenik. The research was aimed at investigating whether there is difference between customers` expectations and their satisfaction with received medical services. The findings suggest that primary healthcare public institutions need to improve all the dimensions of SERVQUAL service quality from the gap analysis carried out. Furthermore, the research analyzed whether there is difference in the perception of given healthcare service between examinees considering their gender, age, employment status and frequency of using the mentioned services. It was established that demographic variables of age and gender do not generate significant differences in the perception of healthcare service quality while there is significant difference in satisfaction regarding employment status and frequency of services usage. The given results partially differ from the data acquired in other relevant and similar studies. The factor analysis which was conducted did not confirm “a priori” accepted theoretical model of Parasuraman et al. (1988 which claims that the concept of quality has five dimensions. On the contrary, it reached the conclusion that three highly reliable factors were identified regarding the perceived quality of primary healthcare services.

  18. Evaluating Service Quality in Universities: A Service Department Perspective

    Science.gov (United States)

    Smith, Gareth; Smith, Alison; Clarke, Alison

    2007-01-01

    Purpose: The purpose of the study is to report on an in-depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used. Design/methodology/approach: The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and…

  19. Student's expectations of service quality in tertiary education: A comparison between prospective and current students

    Directory of Open Access Journals (Sweden)

    J. W. De Jager

    2006-12-01

    Full Text Available The competition for quality students in a highly competitive environment between newly formed tertiary institutions necessitates the employment of managerial techniques to improve the efficiency and quality of their provisions. By examining the factors that influence the buying decisions of prospective and existing students, the most important service quality variables are determined to enable an institution to attract quality prospective students and reduce dropout rates. The overall objective of the article is to determine the most important service quality variables for predegree and degree students when deciding on an educational institution. The most important identified factors that influenced buying decisions among prospective and existing students, in order of importance, were security on campus, computer and library facilities, academic reputation of the institution and reasonable class fees

  20. THE EFFECT OF OUTPATIENT SERVICE QUALITY ON PATIENT SATISFACTION IN TEACHING HOSPITALS IN IRAN.

    Science.gov (United States)

    Pouragha, Behrouz; Zarei, Ehsan

    2016-02-01

    The quality of services plays a primary role in achieving patient satisfaction. The main purpose of this study was to explore the effect of outpatient service quality on patient satisfaction in teaching hospitals in Iran. this cross-sectional study was conducted in 2014. The study sample included 500 patients were selected with systematic random method from the outpatient departments (clinics) of four teaching hospitals in Tehran. The survey instrument was a questionnaire consisted of 44 items, which were confirmed its reliability and validity. The data were analyzed by using descriptive statistics, Pearson's correlation, and multivariate regression methods with the SPSS.18 software. According to the findings of this study, the majority of patients had a positive experience in the outpatient departments of the teaching hospitals and thus evaluated the services as good. Perceived service costs, physician consultation, physical environment, and information to patient were found to be the most important determinants of outpatient satisfaction. The results suggest that improving the quality of consultation, providing information to the patients during examination and consultation, creating value for patients by reducing costs or improving service quality, and enhancing the physical environment quality of the clinic can be regarded as effective strategies for the management of teaching hospitals toward increasing outpatient satisfaction.

  1. Quality effort decision in service supply chain with quality preference based on quantum game

    Science.gov (United States)

    Zhang, Cuihua; Xing, Peng; Wang, Jianwei

    2015-04-01

    Service quality preference behaviors of both members are considered in service supply chain (SSC) including a service integrator and a service provider with stochastic demand. Through analysis of service quality cost and revenue, the utility functions are established on service quality effort degree and service quality preference level in integrated and decentralized SSC. Nash equilibrium and quantum game are used to optimize the models. By comparing the different solutions, the optimal strategies are obtained in SSC with quality preference. Then some numerical examples are studied and the changing trend of service quality effort is further analyzed by the influence of the entanglement operator and quality preferences.

  2. Using E-S-QUAL to Measure Internet Service Quality of EBanking Web Sites in Greece

    Directory of Open Access Journals (Sweden)

    DIMITRIS PASCHALOUDIS

    2014-08-01

    Full Text Available The way services are delivered to people has changed diffusion of information and communication technologies. The banking industry has fully adopted and developed the applications and practices of ICTs, in order to provide more qualitative and usable online services. It would greatly enhance the credibility of banks to understand service quality issues within this new delivery channel. This paper investigates bank websites' service quality through the use of E-S-QUAL and E-RecS-QUAL scales. These two scales, while created just for measuring e-services quality, were adopted and adjusted for our research to explore the dimensions that influence customers' overall e-service quality perceptions of bank websites. 487 valid answers were collected, from a volume of 800 structured questionnaire that were handed out to registered users of e-banking systems in Greece. At first, it is presented how all dimensions of both scales are operationilized. A Factor and Correlation analysis followed by a Multiple Regression analysisi have been applied on the seven dimension of E-S-QUAL and e-RecS-QUAL scales. The results suggest the existence of a strong and positive correlation between them and the overall perception of banking websites. The dimension that yielded the highest impact was "Contact" followed by "Responsiveness". Moreover, such a research can help identify websites’ strengths and weaknesses and suggest ideas for improvement.

  3. The Influence of Service Quality toward Customer Loyalty: A Case Study at Alfamart Abdurahman Saleh Bandung

    Directory of Open Access Journals (Sweden)

    Rizki Faiz Al-Haqam

    2016-10-01

    Full Text Available The research objectives were to determine the correlation between service quality and customer loyalty, and also to analyze the influence of service quality on customer loyalty at Alfamart Abdurahman Saleh Bandung. Respondents of this research were 70 respondents with nonprobability sampling technique done by incidental sampling. The method used is descriptive and associative, which tested the connection using the Spearman rank correlation analysis, to test the hypothesis by t-test, and to determine the accuracy of measurement using the validity and reliability test. Results of the validity and reliability test of variables X and Y are valid and reliable. Calculations were performed using SPSS software ver. 19. The results of this research show that service quality is in the category of good and customer loyalty is also in the category of good. Results show that the correlation of service quality with customer loyalty at Alfamart Abdurahman Saleh Bandung is in the strong relation based on the interpretation of r value correlation coefficient. The hypothesis is proved that there is the influence of service quality on customer loyalty at Alfamart Abdurahman Saleh Bandung significantly.

  4. Social control of the quality of public services: Theory, methodology and results of empirical research

    Directory of Open Access Journals (Sweden)

    Evgeny A. Kapoguzov

    2017-06-01

    Full Text Available The article reveals the theoretical and methodological aspect of the problem of social control in relation to the possibility of its implementation in the production of public services. The interdisciplinary nature of the discourse on the nature of social control is presented, the evolution of ideas about it in the framework of social science concepts is presented, and the relationship with related categories is revealed, in particular, "public control", "civil control". The evolution of essence is also traced the category "institutionalization", it is shown the lack of unambiguousness in its interpretation. The normative value of the institutionalization of social practices in the implementation of institutional design is presented, in particular, with regard to the improvement of the provision of public services. The barriers of institutionalization of social control (resource, information, institutional for quality of public services are characterized. The results of a mass survey of consumers of public services conducted in December 2016 in the Multifunctional Center (MFC of city Omsk are presented. Unlike other surveys and publications that only assess the level of customer satisfaction and do not give a detailed explanation of the attitude of consumers to the ongoing institutional changes, this paper presents an analysis of consumer attitudes and beliefs to meaningful attributes of the quality of public services on the one hand, and for various institutional alternatives of influence on the quality of public services on the other. According to the results of the mass survey, the low readiness for social action was established due to high transaction costs, the rational ignorance and a free-rider problem. The possibility of institutionalizing the practice of social action and setting up consumers for the creation of a specialized organization for the protection of consumer rights in the production of public services was discussed.

  5. The Effect of Each Other Perceived Service Quality and Institutional Image In Pre - sc hool Education

    Directory of Open Access Journals (Sweden)

    Ebru Sönmez Karapınar

    2015-12-01

    Full Text Available Main purpose of this study is to examine the effect of service quality and dimensions of perceived institutional image; and effect of perceived institutional image and perceived service quality in pre-school education facilities. Two models were developed for that purpose. Perceived service quality was evaluated in five dimensions (empathy, reliability, responsiveness, assurance and tangibles and perceived institutional image was evaluated in four dimensions (quality image institutional communication, social image and institutional perspective. Influence of independent variable on dependent variable was mentioned in both of two models. Sample of the study consists of 250 families who use service provided by pre-schools in Kayseri. Data was collected by the way of a questionnaire which formed in the basis of two scales named as “servperf scale” and “institutional image scale”. Factor analysis, KMO test and regression analysis were used in order to test data. Findings indicate that there was a positive affect each other perceived service quality and perceived institutional image.

  6. Level of satisfaction and disfunctions percieved on the quality of attention in an obstetrical service

    OpenAIRE

    Vicuña, Marisol; Unidad de Epidemiología, Hospital Nacional Hipólito Unanue

    2013-01-01

    Objective: To describe the level of satisfaction and disfunctions perceived on the quality of attention in an obstetrical service. Design: Observational, descriptive, transversal study. Material and methods: Hospitalized patients and accompanying persons, at Lima Hipolito Unanue Hospital. An interview was done at medical discharge to hospitalized patients (n= 66); their accompanying persons (n=34) were interviewed at medical discharge from an obstetrical service, employing a semi-structured q...

  7. Managing service quality: Human resource management strategies

    National Research Council Canada - National Science Library

    K. K. Govender

    2000-01-01

    .... Furthermore, the mediated effects of these socialization tactics on the bank customers perception of the service quality was also ascertained by matching a random sample of 210 bank employees with 1050 customers...

  8. Service Quality of State Universities in Turkey: The Case of Ankara

    Science.gov (United States)

    Eres, Figen

    2011-01-01

    The aim of this study is determine the service quality perceptions of students being educated at state universities in Ankara. The sample of the study is composed of final grade students of faculties of Economics and Administrative Sciences. The sample of the study is composed of a total of randomly selected students. There were 416 returned…

  9. Service Quality of State Universities in Turkey: The Case of Ankara

    Science.gov (United States)

    Eres, Figen

    2011-01-01

    The aim of this study is determine the service quality perceptions of students being educated at state universities in Ankara. The sample of the study is composed of final grade students of faculties of Economics and Administrative Sciences. The sample of the study is composed of a total of randomly selected students. There were 416 returned…

  10. Governance of quality of care: a qualitative study of health service boards in Victoria, Australia

    Science.gov (United States)

    Bismark, Marie M; Studdert, David M

    2014-01-01

    Objectives To describe the engagement of health service boards with quality-of-care issues and to identify factors that influence boards’ activities in this area. Methods We conducted semistructured interviews with 35 board members and executives from 13 public health services in Victoria, Australia. Interviews focused on the role currently played by boards in overseeing quality of care. We also elicited interviewees’ perceptions of factors that have influenced their current approach to governance in this area. Thematic analysis was used to identify key themes from interview transcripts. Results Virtually all interviewees believed boards had substantial opportunities to influence the quality of care delivered within the service, chiefly through setting priorities, monitoring progress, holding staff to account and shaping culture. Perceived barriers to leveraging this influence included insufficient resources, gaps in skills and experience among board members, inadequate information on performance and regulatory requirements that miss the mark. Interviewees converged on four enablers of more effective quality governance: stronger regional collaborations; more tailored board training on quality issues; smarter use of reporting and accreditation requirements; and better access to data that was reliable, longitudinal and allowed for benchmarking against peer organisations. Conclusions Although health service boards are eager to establish quality of care as a governance priority, several obstacles are blocking progress. The result is a gap between the rhetoric of quality governance and the reality of month-to-month activities at the board level. The imperative for effective board-level engagement in this area cannot be met until these barriers are addressed. PMID:24327735

  11. The effect of leadership, organizational support and organizational citizenship behavior on service quality

    Directory of Open Access Journals (Sweden)

    Corry Yohana

    2017-06-01

    Full Text Available The purpose of this research is to study the effect of leadership, organizational support and organizational citizenship behavior on service quality of the Chairman of the study program at the State University of Jakarta. This research used a quantitative approach with a survey method. The research population was Chairmen of the study program of Universities Jakarta. The research sample was 64 Chairmen of the study program selected randomly. Data were obtained from questionnaires and, then, analyzed using descriptive statistics, path analysis and inferential statistics. These results indicate that the Leadership has a direct positive effect on Service Quality, Organizational Support has a direct positive effect on Service Quality, Organizational Citizenship Behavior (OCB has a direct positive effect on Service Quality, Leadership has a direct positive effect on Organizational Citizenship Behavior (OCB, Organizational Support has a direct positive effect on Organizational Citizenship Behavior (OCB and the Leadership has a direct positive effect on Organizational Support. Thus, to improve the service quality, the Leadership, as well as the Organizational Support and OCB, should be improved.

  12. Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness

    Science.gov (United States)

    Dewi, Fellani Danasra; Sudjana, Grita; Oesman, Yevis Marty

    2011-01-01

    Background: Transformation of health care is underway from sellers’ market to consumers’ market, where the satisfaction of the patients’ need is a primary concern while defining the service quality. Hence, commitment to provide a high-quality service and achieving patients’ satisfaction becomes an important issue for dental health care provider. The aim of this research is to investigate the quality of dental health care service based on empathy and responsiveness aspects. Methods: A total of 90 questionnaires were completed by the dental patients who came to dental polyclinic located in Government Hospital, West Java, Indonesia. The questionnaire was concerned on two dimensions of service quality model, i.e. empathy and responsiveness. The obtained data were analyzed using inferential statistics (t test) and also descriptive statistics with importance–performance analysis. Results: All the attributes tested by t test showed that perception and expectation differed significantly, except for responsiveness, i.e. ability of dental assistants in assisting the dentist (t test 0.505dentist (t test 4.700). Conclusion: It can be inferred from IPA that priority should be given to dentist's communication and dental assistant's knowledge toward patient's needs to enhance the service quality. PMID:22135687

  13. Service quality in public health clinics: perceptions of users and health professionals.

    Science.gov (United States)

    Campos, Domingos Fernandes; Negromonte Filho, Rinaldo Bezerra; Castro, Felipe Nalon

    2017-10-09

    Purpose The purpose of this paper is to investigate the expectations and quality gaps in services provided at city public health clinics in the city of Natal, Brazil, from the perspective of patients and healthcare service providers. Design/methodology/approach The research sample consisted of 1,200 patients who used public health services and 265 providers - doctors, nutritionists, physiotherapists, psychologists, pharmacists and managers at three health clinics in the city of Natal, Brazil. A scale with 25 health service attributes was used in data collection. Summary statistics and t-test were used to analyze the data. Findings The results show that the providers think that users have lower levels of expectations than those indicated by the users in all attributes. Providers and users have the most approximate insights into what attributes are considered most important: explanations, level of knowledge and attention dispensed by health professionals. Users and providers perceived similar quality gaps for most of the attributes. The gaps were statistically the same, when comparing the mean quality shortcomings by means of a Student's test, considering a significance level of 5 percent, obtained independently by the manifestation of users and providers. Research limitations/implications The results reveal only a photograph of the moment. The study did not consider the differences that may exist between groups with different income levels, genders or age groups. A qualitative study could improve the understanding of the differences and coincidences of the diverse points of views. A more advanced research could even study possibilities so that health managers could promote changes in the service, some of them low cost, as the health professionals training for contact with patients. Practical implications The evaluation of the service quality complemented by the matrix of opportunities, importance × quality gaps generates information to help make decisions in the

  14. Quality of service in banks by applying the mystery shopping technique

    Directory of Open Access Journals (Sweden)

    Dašić Danijela

    2014-01-01

    Full Text Available In our present times the quality of service is beyond any doubt the most significant category in the banking sector. Focus on consumers, i.e. clients over the last few years is experiencing an expansion in the services oriented activities especially in banks. The needs of users of financial services have also experienced a dynamic change and it is necessary for the banks to develop their long-term business relationship with their clients, in order to satisfy their needs and render their own business profitable. In addition, a robust competition prevails on the banking market, and very often quality of service appears to be the competitive advantage of a bank. One of the ways to measure quality of service is also its mystery shopping. Mystery shopping is measuring the conduct of staff employed in an organisation. Bank employees are being judged during their service offering interaction. Staff employed is also the first link in the chain of communication between the client and the bank. The paper is based on the presentation of the manner in which the mystery shopping is conducted in banks, and also on the presentation of results of the mystery shopping in the major banks operating in Novi Sad. The objective of this research work is to present the significance that the mystery shopping has in banks, and the problem thus resolved is the quality of services offered in banks. Methodology applied was interviewing of the staff employed, and the research and analysis of the internal materials received from banks. We are pointing out, based