Monitoring Accessibility Services in Digital Television

Directory of Open Access Journals (Sweden)

Francisco Utray

2012-01-01

Full Text Available This paper addresses methodology and tools applied to the monitoring of accessibility services in digital television at a time when the principles of accessibility and design are being considered in all new audiovisual media communication services. The main objective of this research is to measure the quality and quantity of existing accessibility services offered by digital terrestrial television (DTT. The preliminary results, presented here, offer the development of a prototype for automatic monitoring and a methodology for obtaining quality measurements, along with the conclusions drawn by initial studies carried out in Spain. The recent approval of the UN Convention on the Rights of Persons with Disabilities gives special relevance to this research because it provides valuable guidelines to help set the priorities to improve services currently available to users.

Quality assurance and quality control programme in use at the individual monitoring service of ITN-DPRSN

Energy Technology Data Exchange (ETDEWEB)

Alves, J.G.; Novais, I.; Rangel, S.; Flores, E. [Instituto Tecnologico e Nuclear, Dept. de Proteccao Radiologica e Seguranca Nuclear Estrada Nacional, Sacavem (Portugal)

2006-07-01

The Individual Monitoring Service (I.M.S.) of the Departamento de Proteccao Radiologica e Seguranca Nuclear (D.P.R.S.N.) at the Instituto Tecnologico e Nuclear (I.T.N.) in Portugal operates a thermoluminescence dosimetry system to monitor approximately 3,000 workers for external radiation exposure on a monthly basis. The workers come from nearly 230 facilities in the medical, research and conventional industry fields of activity and almost 85% of the people monitored in 2005 are from medical facilities. The TLD system in use is based on two Harshaw 6600 automatic readers and on the Harshaw 8814 T.L. card and holder containing two detector elements of LiF:Mg,Ti (TLD-100) for the evaluation of Hp(10) and Hp(0.07). All the workers are monitored on a monthly basis using whole body dosemeters. The I.M.S. has implemented a Quality Assurance and Quality Control (Q.A./Q.C.) programme that covers all the aspects of monitoring, from the monitoring request of a customer to the final issue of a dose report. The main aspects of the Q.A./Q.C. programme implemented at the I.M.S. will be presented in this paper using fluxograms and schemes. Several issues will be addressed, e.g., administrative procedures, technical procedures, dealing with complaints, training of staff, etc. The relationship of the I.M.S. with external entities like the customer, the regulatory authority, the central dose registry, the calibration facility, suppliers, maintenance providers, etc. will be mentioned on the administrative procedures described as well as on the technical procedures where applicable. The main technical procedures will be presented in this paper and references will be made to a TLD Quality Control database internally developed and designed for the storage of important Q.C. parameters like the element correction coefficients, reader calibration factors, electronic quality control data generated on a daily basis, and the study of their evolution with time. (author)

Quality assurance and quality control programme in use at the individual monitoring service of ITN-DPRSN

International Nuclear Information System (INIS)

Alves, J.G.; Novais, I.; Rangel, S.; Flores, E.

2006-01-01

The Individual Monitoring Service (I.M.S.) of the Departamento de Proteccao Radiologica e Seguranca Nuclear (D.P.R.S.N.) at the Instituto Tecnologico e Nuclear (I.T.N.) in Portugal operates a thermoluminescence dosimetry system to monitor approximately 3,000 workers for external radiation exposure on a monthly basis. The workers come from nearly 230 facilities in the medical, research and conventional industry fields of activity and almost 85% of the people monitored in 2005 are from medical facilities. The TLD system in use is based on two Harshaw 6600 automatic readers and on the Harshaw 8814 T.L. card and holder containing two detector elements of LiF:Mg,Ti (TLD-100) for the evaluation of Hp(10) and Hp(0.07). All the workers are monitored on a monthly basis using whole body dosemeters. The I.M.S. has implemented a Quality Assurance and Quality Control (Q.A./Q.C.) programme that covers all the aspects of monitoring, from the monitoring request of a customer to the final issue of a dose report. The main aspects of the Q.A./Q.C. programme implemented at the I.M.S. will be presented in this paper using fluxograms and schemes. Several issues will be addressed, e.g., administrative procedures, technical procedures, dealing with complaints, training of staff, etc. The relationship of the I.M.S. with external entities like the customer, the regulatory authority, the central dose registry, the calibration facility, suppliers, maintenance providers, etc. will be mentioned on the administrative procedures described as well as on the technical procedures where applicable. The main technical procedures will be presented in this paper and references will be made to a TLD Quality Control database internally developed and designed for the storage of important Q.C. parameters like the element correction coefficients, reader calibration factors, electronic quality control data generated on a daily basis, and the study of their evolution with time. (author)

Non-intrusive Packet-Layer Model for Monitoring Video Quality of IPTV Services

Science.gov (United States)

Yamagishi, Kazuhisa; Hayashi, Takanori

Developing a non-intrusive packet-layer model is required to passively monitor the quality of experience (QoE) during service. We propose a packet-layer model that can be used to estimate the video quality of IPTV using quality parameters derived from transmitted packet headers. The computational load of the model is lighter than that of the model that takes video signals and/or video-related bitstream information such as motion vectors as input. This model is applicable even if the transmitted bitstream information is encrypted because it uses transmitted packet headers rather than bitstream information. For developing the model, we conducted three extensive subjective quality assessments for different encoders and decoders (codecs), and video content. Then, we modeled the subjective video quality assessment characteristics based on objective features affected by coding and packet loss. Finally, we verified the model's validity by applying our model to unknown data sets different from training data sets used above.

Performance Monitoring Framework for Service Oriented System Lifecycle

OpenAIRE

Masood , Tehreem; Cherifi , Chantal; Moalla , Néjib

2016-01-01

International audience; Service oriented systems are highly dynamic systems composed of several web services. One of the most important challenges in service oriented systems is to deliver acceptable quality of service. For this purpose, it is required to monitor quality of service along different activities of service oriented system. Existing research focuses on specific activities but do not take into account all the activities of service oriented system together at the infrastructure leve...

Using business intelligence to monitor clinical quality metrics.

Science.gov (United States)

Resetar, Ervina; Noirot, Laura A; Reichley, Richard M; Storey, Patricia; Skiles, Ann M; Traynor, Patrick; Dunagan, W Claiborne; Bailey, Thomas C

2007-10-11

BJC HealthCare (BJC) uses a number of industry standard indicators to monitor the quality of services provided by each of its hospitals. By establishing an enterprise data warehouse as a central repository of clinical quality information, BJC is able to monitor clinical quality performance in a timely manner and improve clinical outcomes.

Towards Integrating Soil Quality Monitoring Targets as Measures of Soil Natural Capital Stocks with the Provision of Ecosystem Services

Science.gov (United States)

Taylor, M. D.; Mackay, A. D.; Dominati, E.; Hill, R. B.

2012-04-01

This paper presents the process used to review soil quality monitoring in New Zealand to better align indicators and indicator target ranges with critical values of change in soil function. Since its inception in New Zealand 15 year ago, soil quality monitoring has become an important state of the environment reporting tool for Regional Councils. This tool assists councils to track the condition of soils resources, assess the impact of different land management practices, and provide timely warning of emerging issues to allow early intervention and avoid irreversible loss of natural capital stocks. Critical to the effectiveness of soil quality monitoring is setting relevant, validated thresholds or target ranges. Provisional Target Ranges were set in 2003 using expert knowledge available and data on production responses. Little information was available at that time for setting targets for soil natural capital stocks other than those for food production. The intention was to revise these provisional ranges as further information became available and extend target ranges to cover the regulating and cultural services provided by soils. A recently developed ecosystems service framework was used to explore the feasibility of linking soil natural capital stocks measured by the current suite of soil quality indicators to the provision of ecosystem services by soils. Importantly the new approach builds on and utilises the time series data sets collected by current suite of soil quality indicators, adding value to the current effort, and has the potential to set targets ranges based on the economic and environmental outcomes required for a given farm, catchment or region. It is now timely to develop a further group of environmental indicators for measuring specific soil issues. As with the soil quality indicators, these environmental indicators would be aligned with the provision of ecosystem services. The toolbox envisaged is a set of indicators for specific soil issues

Near-Facility Environmental Monitoring Quality Assurance Project Plan

International Nuclear Information System (INIS)

MCKINNEY, S.M.

2000-01-01

This Quality Assurance Project Plan addresses the quality assurance requirements for the activities associated with the preoperational and near-facility environmental monitoring directed by Waste Management Technical Services and supersedes HNF-EP-0538-4. This plan applies to all sampling and monitoring activities performed by Waste Management Technical Services in implementing near-facility environmental monitoring at the Hanford Site. This Quality Assurance Project Plan is required by U.S. Department of Energy Order 5400.1 (DOE 1990) as a part of the Environmental Monitoring Plan (DOE-RL 1997) and is used to define: Environmental measurement and sampling locations used to monitor environmental contaminants near active and inactive facilities and waste storage and disposal sites; Procedures and equipment needed to perform the measurement and sampling; Frequency and analyses required for each measurement and sampling location; Minimum detection level and accuracy; Quality assurance components; and Investigation levels. Near-facility environmental monitoring for the Hanford Site is conducted in accordance with the requirements of U.S. Department of Energy Orders 5400.1 (DOE 1990), 5400.5 (DOE 1993), 5484.1 (DOE 1990), and 435.1 (DOE 1999), and DOE/EH-O173T (DOE 1991). It is Waste Management Technical Services' objective to manage and conduct near-facility environmental monitoring activities at the Hanford Site in a cost-effective and environmentally responsible manner that is in compliance with the letter and spirit of these regulations and other environmental regulations, statutes, and standards

Development of picture quality monitoring system for IPTV service based on the reduced reference framework

Science.gov (United States)

Sugimoto, Osamu; Kawada, Ryoichi; Koike, Atsushi

2006-01-01

The authors developed a software-based realtime IPTV monitoring system based on Reduced Reference framework, and evaluated the proposed system. One of the quality issues of the IPTV service is the picture quality degradation caused by packet loss. The proposed system precisely estimates the PSNR of the corrupted received picture by extracting and comparing image features from transmission and receiver side. Computer simulations show that PSNR estimation with a 0.945 correlation coefficient at a data channel bitrate of 36kbps is possible using the proposed system.

Systematic monitoring of male circumcision scale-up in Nyanza, Kenya: exploratory factor analysis of service quality instrument and performance ranking.

Science.gov (United States)

Omondi Aduda, Dickens S; Ouma, Collins; Onyango, Rosebella; Onyango, Mathews; Bertrand, Jane

2014-01-01

Considerable conceptual and operational complexities related to service quality measurements and variability in delivery contexts of scaled-up medical male circumcision, pose real challenges to monitoring implementation of quality and safety. Clarifying latent factors of the quality instruments can enhance contextual applicability and the likelihood that observed service outcomes are appropriately assessed. To explore factors underlying SYMMACS service quality assessment tool (adopted from the WHO VMMC quality toolkit) and; determine service quality performance using composite quality index derived from the latent factors. Using a comparative process evaluation of Voluntary Medical Male Circumcision Scale-Up in Kenya site level data was collected among health facilities providing VMMC over two years. Systematic Monitoring of the Medical Male Circumcision Scale-Up quality instrument was used to assess availability of guidelines, supplies and equipment, infection control, and continuity of care services. Exploratory factor analysis was performed to clarify quality structure. Fifty four items and 246 responses were analyzed. Based on Eigenvalue >1.00 cut-off, factors 1, 2 & 3 were retained each respectively having eigenvalues of 5.78; 4.29; 2.99. These cumulatively accounted for 29.1% of the total variance (12.9%; 9.5%; 6.7%) with final communality estimates being 13.06. Using a cut-off factor loading value of ≥0.4, fifteen items loading on factor 1, five on factor 2 and one on factor 3 were retained. Factor 1 closely relates to preparedness to deliver safe male circumcisions while factor two depicts skilled task performance and compliance with protocols. Of the 28 facilities, 32% attained between 90th and 95th percentile (excellent); 45% between 50th and 75th percentiles (average) and 14.3% below 25th percentile (poor). the service quality assessment instrument may be simplified to have nearly 20 items that relate more closely to service outcomes. Ranking of

Measuring service quality in a hospital colposcopy clinic.

Science.gov (United States)

Wisniewski, Mik; Wisniewski, Hazel

2005-01-01

The issues surrounding the measurement and provision of service quality in a health care setting are becoming increasingly important to nursing. This research study aims to apply the SERVQUAL measurement instrument in a Scottish colposcopy clinic. The study involved adapting the SERVQUAL instrument to the colposcopy setting and asking a sample of patients to complete the questionnaire. Patient expectations of service were obtained on first attendance at the clinic. Patient perceptions of service received were obtained on completion of treatment. Perceptions and expectations are then compared to identify where the largest service gaps exist. Although patient satisfaction with the overall service provided was generally high, the instrument provided evidence of where specific service improvements were needed. The largest service quality gap was for the reliability of service. The research also revealed the need for improved premises. Although the study has a limited sample size, it does appear that the SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in nursing, enabling nursing staff to identify where improvements are needed from the patients' perspective. The study has raised a number of issues which would form the basis for useful further research. Service quality from the patients' perspective should be routinely monitored and assessed. The findings should be useful to nursing staff seeking to assess, and improve, service quality.

The Copernicus Atmosphere Monitoring Service: facilitating the prediction of air quality from global to local scales

Science.gov (United States)

Engelen, R. J.; Peuch, V. H.

2017-12-01

The European Copernicus Atmosphere Monitoring Service (CAMS) operationally provides daily forecasts of global atmospheric composition and regional air quality. The global forecasting system is using ECMWF's Integrated Forecasting System (IFS), which is used for numerical weather prediction and which has been extended with modules for atmospheric chemistry, aerosols and greenhouse gases. The regional forecasts are produced by an ensemble of seven operational European air quality models that take their boundary conditions from the global system and provide an ensemble median with ensemble spread as their main output. Both the global and regional forecasting systems are feeding their output into air quality models on a variety of scales in various parts of the world. We will introduce the CAMS service chain and provide illustrations of its use in downstream applications. Both the usage of the daily forecasts and the usage of global and regional reanalyses will be addressed.

CMS data quality monitoring web service

Energy Technology Data Exchange (ETDEWEB)

Tuura, L; Eulisse, G [Northeastern University, Boston, MA (United States); Meyer, A, E-mail: lat@cern.c, E-mail: giulio.eulisse@cern.c, E-mail: andreas.meyer@cern.c [DESY, Hamburg (Germany)

2010-04-01

A central component of the data quality monitoring system of the CMS experiment at the Large Hadron Collider is a web site for browsing data quality histograms. The production servers in data taking provide access to several hundred thousand histograms per run, both live in online as well as for up to several terabytes of archived histograms for the online data taking, Tier-0 prompt reconstruction, prompt calibration and analysis activities, for re-reconstruction at Tier-1s and for release validation. At the present usage level the servers currently handle in total around a million authenticated HTTP requests per day. We describe the main features and components of the system, our implementation for web-based interactive rendering, and the server design. We give an overview of the deployment and maintenance procedures. We discuss the main technical challenges and our solutions to them, with emphasis on functionality, long-term robustness and performance.

CMS data quality monitoring web service

International Nuclear Information System (INIS)

Tuura, L; Eulisse, G; Meyer, A

2010-01-01

A central component of the data quality monitoring system of the CMS experiment at the Large Hadron Collider is a web site for browsing data quality histograms. The production servers in data taking provide access to several hundred thousand histograms per run, both live in online as well as for up to several terabytes of archived histograms for the online data taking, Tier-0 prompt reconstruction, prompt calibration and analysis activities, for re-reconstruction at Tier-1s and for release validation. At the present usage level the servers currently handle in total around a million authenticated HTTP requests per day. We describe the main features and components of the system, our implementation for web-based interactive rendering, and the server design. We give an overview of the deployment and maintenance procedures. We discuss the main technical challenges and our solutions to them, with emphasis on functionality, long-term robustness and performance.

Quality of Service Attributes for Software as a Service

Directory of Open Access Journals (Sweden)

Lukas Burkon

2013-07-01

Full Text Available Software as a Service (SaaS has been developing for over ten years and, is reaching a mature level, where quality and its monitoring and management become significant. Although, SaaS is derived from the ASP model, SaaS background and architecture is different and therefore also SaaS quality management is based on different concepts. This paper is focused on the difference between traditional IT outsourcing and SaaS and proposes a set of quality attributes appropriate for the management of the SaaS quality.

Quality of Service Attributes for Software as a Service

OpenAIRE

Lukas Burkon

2013-01-01

Software as a Service (SaaS) has been developing for over ten years and, is reaching a mature level, where quality and its monitoring and management become significant. Although, SaaS is derived from the ASP model, SaaS background and architecture is different and therefore also SaaS quality management is based on different concepts. This paper is focused on the difference between traditional IT outsourcing and SaaS and proposes a set of quality attributes appropriate for the management of th...

Quality of service in the Netherlands

Energy Technology Data Exchange (ETDEWEB)

Knijp, J.; Zwart, T. de; Frenken, R.M.L. [KEMA (Netherlands)

1997-12-31

Growing competition between utilities, changing legislation and increased usage of sensitive and disturbing end-user equipment, are some reasons for growing attention for the customers` view towards the product electricity and its related services. This growing interest certainly does not mean that the technical quality level always has to be increased. This depends mainly on the requirements and expectations of the customers. Achieving a reliable power supply at high quality level requires enormous investments. For electric utilities, it is important to know how the customers value the delivered products and services in order to determine if the investments are proportionally. Utilities need new tools and techniques to search for an optimal quality level for each customer. Product differentiation and additional services can be developed if the right information is available. In 1994 KEMA has started a project called: Quality of service. During the project different methods and techniques have been developed. In this paper three tools will be presented. The ``customer simulator``, the Dutch power quality monitoring programme and the ``PSQ-indicator``. (Author)

Staff report on Ontario gas distributor service quality regulation

Energy Technology Data Exchange (ETDEWEB)

NONE

2005-07-29

This report provides the basis for consultation regarding a framework for building principles and minimum standards regarding service quality measures for gas distributors. It begins with a general overview of current concerns expressed by Ontario natural gas consumers regarding service quality. Customer complaints logged with the Ontario Energy Board between 2003 and 2004 include common issues such as slow telephone response time, failure to obtain regular meter reads, inaccurate billing, long payment processing times, long reconnection times, long new connection times, and slow response to emergencies. This report also presents the historical experience in Ontario's energy sector regarding performance monitoring of services within an incentive based rate making framework for electricity and gas distributors. The Ontario Energy Board's Natural Gas Forum report reveals that a service quality framework would ensure that cost saving initiatives are not implemented at the expense of customer service or safe operation of the distribution system. Although the Board intends to implement a service quality framework, it will not include direct financial incentives. Rather, it will monitor service quality performance and utilities will be subject to a compliance process. A brief summary was also included of service quality regulations in the electricity sector and in other jurisdictions such as Australia, the United Kingdom, Pennsylvania, and Alberta. A list of issues that remain to be addressed before implementing a framework in Ontario was then presented. 2 appendices.

Portable water quality monitoring system

Science.gov (United States)

Nizar, N. B.; Ong, N. R.; Aziz, M. H. A.; Alcain, J. B.; Haimi, W. M. W. N.; Sauli, Z.

2017-09-01

Portable water quality monitoring system was a developed system that tested varied samples of water by using different sensors and provided the specific readings to the user via short message service (SMS) based on the conditions of the water itself. In this water quality monitoring system, the processing part was based on a microcontroller instead of Lead and Copper Rule (LCR) machines to receive the results. By using four main sensors, this system obtained the readings based on the detection of the sensors, respectively. Therefore, users can receive the readings through SMS because there was a connection between Arduino Uno and GSM Module. This system was designed to be portable so that it would be convenient for users to carry it anywhere and everywhere they wanted to since the processor used is smaller in size compared to the LCR machines. It was also developed to ease the user to monitor and control the water quality. However, the ranges of the sensors' detection still a limitation in this study.

Monitoring drinking water quality in South Africa: Designing ...

African Journals Online (AJOL)

In South Africa, the management and monitoring of drinking water quality is governed by policies and regulations based on international standards. Water Service Authorities, which are either municipalities or district municipalities, are required to submit information regarding water quality and the management thereof ...

[Construction and implementation of two quality indicators in nursing services].

Science.gov (United States)

de Moura, Gisela Maria Schebela Souto; Juchem, Beatriz Cavalcanti; Falk, Maria Lucia Rodrigues; de Magalhães, Ana Maria Muller; Suzuki, Lyliam Midori

2009-03-01

Indicators monitor the quality of services and improve the attention offered to the patients. Hospital de Clinicas de Porto Alegre, Rio Grande do Sul, Brazil, has been developing strategies to assess its services according to its institutional management policy of quality The present study aims to report the experience at this university hospital with the construction and implementation of quality indicators in its nursing services. In 2006, four indicators were established: incidence of pressure ulcer, with a goal of quality of nursing services, for this is a large hospital.

Quality Assessment of Family Planning Services in Ife/Ijesa ...

African Journals Online (AJOL)

Context: Medical audit in healthcare has a goal to monitor and upgrade the standard of health care in a setting. Whether a client will accept, use effectively and continue to practice contraception depends on the quality of services rendered. Objective: To assess the quality of our family planning services as perceived by our ...

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...

CMEMS (Copernicus Marine Environment Monitoring Service) In Situ Thematic Assembly Centre: A service for operational Oceanography

Science.gov (United States)

Manzano Muñoz, Fernando; Pouliquen, Sylvie; Petit de la Villeon, Loic; Carval, Thierry; Loubrieu, Thomas; Wedhe, Henning; Sjur Ringheim, Lid; Hammarklint, Thomas; Tamm, Susanne; De Alfonso, Marta; Perivoliotis, Leonidas; Chalkiopoulos, Antonis; Marinova, Veselka; Tintore, Joaquin; Troupin, Charles

2016-04-01

Copernicus, previously known as GMES (Global Monitoring for Environment and Security), is the European Programme for the establishment of a European capacity for Earth Observation and Monitoring. Copernicus aims to provide a sustainable service for Ocean Monitoring and Forecasting validated and commissioned by users. From May 2015, the Copernicus Marine Environment Monitoring Service (CMEMS) is working on an operational mode through a contract with services engagement (result is regular data provision). Within CMEMS, the In Situ Thematic Assembly Centre (INSTAC) distributed service integrates in situ data from different sources for operational oceanography needs. CMEMS INSTAC is collecting and carrying out quality control in a homogeneous manner on data from providers outside Copernicus (national and international networks), to fit the needs of internal and external users. CMEMS INSTAC has been organized in 7 regional Dissemination Units (DUs) to rely on the EuroGOOS ROOSes. Each DU aggregates data and metadata provided by a series of Production Units (PUs) acting as an interface for providers. Homogeneity and standardization are key features to ensure coherent and efficient service. All DUs provide data in the OceanSITES NetCDF format 1.2 (based on NetCDF 3.6), which is CF compliant, relies on SeaDataNet vocabularies and is able to handle profile and time-series measurements. All the products, both near real-time (NRT) and multi-year (REP), are available online for every CMEMS registered user through an FTP service. On top of the FTP service, INSTAC products are available through Oceanotron, an open-source data server dedicated to marine observations dissemination. It provides services such as aggregation on spatio-temporal coordinates and observed parameters, and subsetting on observed parameters and metadata. The accuracy of the data is checked on various levels. Quality control procedures are applied for the validity of the data and correctness tests for the

On-line Monitoring of VoIP Quality Using IPFIX

Directory of Open Access Journals (Sweden)

Petr Matousek

2014-01-01

Full Text Available The main goal of VoIP services is to provide a reliable and high-quality voice transmission over packet networks. In order to prove the quality of VoIP transmission, several approaches were designed. In our approach, we are concerned about on-line monitoring of RTP and RTCP traffic. Based on these data, we are able to compute main VoIP quality metrics including jitter, delay, packet loss, and finally R-factor and MOS values. This technique of VoIP quality measuring can be directly incorporated into IPFIX monitoring framework where an IPFIX probe analyses RTP/RTCP packets, computes VoIP quality metrics, and adds these metrics into extended IPFIX flow records. Then, these extended data are stored in a central IPFIX monitoring system called collector where can be used for monitoring purposes. This paper presents a functional implementation of IPFIX plugin for VoIP quality measurement and compares the results with results obtained by other tools.

Student Perceptions on Service Quality of Higher Education: an Empirical Study

OpenAIRE

Rahayu, Fatik; Murtanto, Murtanto; Ekasari, Ayu

2007-01-01

Educational literatures suggest that there is mounting pressure from customers of higher education to close the gap between their expectation of institutional performance and the actual performance (Widrick et al., 2002; Pariseau and Mc Daniel, 1997; Shank et al., 1995). Therefore, it is imperative that higher educations actively monitor the quality of their service. This study deals with measuring the service quality in higher education. The service quality of higher education in this resear...

75 FR 21716 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

Science.gov (United States)

2010-04-26

... RITA 2008-0002] Agency Information Collection; Activity Under OMB Review; Airline Service Quality... Reports'' pursuant to 14 CFR 234.4 and 234.6. These reports are used to monitor the quality of air service.... SUPPLEMENTARY INFORMATION: OMB Approval No. 2138-0041. Title: Airline Service Quality Performance--Part 234...

77 FR 18306 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance

Science.gov (United States)

2012-03-27

... 2008-0002] Agency Information Collection; Activity Under OMB Review; Airline Service Quality...'' pursuant to 14 CFR 234.4 and 234.6. These reports are used to monitor the quality of air service that... INFORMATION: OMB Approval No. 2138-0041. Title: Airline Service Quality Performance Reports--Part 234. Form No...

Implantation of a new certification systematic of external individual monitoring services in Brazil

International Nuclear Information System (INIS)

Salati, Ivan P.A.; Cunha, Paulo G. da; Mauricio, Claudia L.P.; Mota, Helvecio C.; Ramos, Manoel M.O.; Silva, Teogenes A. da

1996-01-01

Brazilian regulations for External Individual Monitoring Services (SMIE) were established since 1981 and they weren't able to accomplish that these services reached the standards of quality assurance programs appointed for both national and international recommendations. Intercomparisons and audits took in course in 80's showed the necessity of improving the quality of services operating in Brazil. These services are responsible for monitoring more than 40.000 workers in this country. In 1992, the Committee of Assessment of External Individual Monitoring (named CASMIE) was created in the Instituto de Radioprotecao e Dosimetria (IRD/CNEN) in the aim of developing technical standards and to propose new procedures of SMIEs accreditation by Comissao Nacional de Energia Nuclear (CNEN). The new procedures are implemented in 1995. In this work, the relevant aspects of this process are presented, as well as a summary of the technical documents that were developed by CASMIE. (author)

R2 Water Quality Portal Monitoring Stations

Science.gov (United States)

The Water Quality Data Portal (WQP) provides an easy way to access data stored in various large water quality databases. The WQP provides various input parameters on the form including location, site, sampling, and date parameters to filter and customize the returned results. The The Water Quality Portal (WQP) is a cooperative service sponsored by the United States Geological Survey (USGS), the Environmental Protection Agency (EPA) and the National Water Quality Monitoring Council (NWQMC) that integrates publicly available water quality data from the USGS National Water Information System (NWIS) the EPA STOrage and RETrieval (STORET) Data Warehouse, and the USDA ARS Sustaining The Earth??s Watersheds - Agricultural Research Database System (STEWARDS).

GIS Mapping and Monitoring of Cellular Communication Quality in Terms of Crowdsourcing

Directory of Open Access Journals (Sweden)

Zanozin Viktor Valeryevich

2015-09-01

Full Text Available At the present day the monitoring of mobile services quality is carried out in the framework of the internal audit of the enterprise communications. The Federal Service for Supervision of Communications, Information Technology and Mass Communications (Roskomnadzor does not yet have high-quality assurance techniques of services and conducts partial spot checks on the basis of existing normative legal acts (NLA. One of cellular communication quality monitoring method is Netmonitoring. Netmonitoring, as one of the possible types of quality control services provided by mobile operators, is described in this article. Netmonitoring is provided in the Astrakhan city on the Kirova street, Savushkina street, Kubanskya street, Magistralnaya street and other large streets of the city. There are more than 150 cellular level measurements. Netmonitoring is based on crowdsourcing and mobile mapping. Mobile mapping is the process of collecting geospatial data using mapping sensors mounted on a mobile platform. The search of base stations was carried out by means of such programs as Netmonitoring, Network Signal Info and Antennas. The resulting data, namely the network code, “cell ID” and local area code, were used for geo-information programs creation. The experience in designing KML and Visual Basic languages programs Netmonitoring and AstraNetMonitoring is described in this paper.

DANIDA; Air Quality Monitoring Programme. Mission 4 Report

Energy Technology Data Exchange (ETDEWEB)

Sivertsen, B.

1997-12-31

In the development of the Environmental Information and Monitoring Programme for the Arab Republic of Egypt (EIMP), NILU is responsible for the establishment of an air pollution monitoring system. This report summarizes the fourth mission to Egypt, including planning of the second phase meetings and site visits. Additional air quality sites in Cairo have been described. A project group meeting and a visit to Egypt Meteorological Service have been reported

Retail service quality as a base in purchasing decision

Directory of Open Access Journals (Sweden)

Sokolov-Mladenović Svetlana

2015-01-01

Full Text Available Retail is a service activity, and services are something that makes the retail companies differ from production companies. Retailers are trying to differentiate the 'package' offer, build customer loyalty and make their position through the provision of high service quality. In addition, the services provided can be varied, such as exterior and interior design of retail stores, preparation of goods for sale, appearance and behavior of sales personnel, culture of communication with customers, and services provided after the sales process. Consumers require the service quality when making purchasing decision. For retail companies and retail stores it is important to continuously monitor the level of service quality. In order to measure the service quality, the method that found its application in the theory and practice is SERVQUAL. This model was created as a combination of theoretical and practical research and it looks at the quality of service as the content of the following dimensions: tangibles, reliability, sensitivity, security and empathy. As such, it is a function of the difference between perceptions and expectations (Q = P-E and is widely accepted to measure the service quality in traditional retail stores, public sector, higher education, real estate, hospitals, courts and so on. In addition, this model is widely used to measure service quality in e-retailing, e-banking, e-selling of travel packages and other services provided by electronic means. The main assumption is that services are a key factor in making purchasing decision. The aim of this paper is to, through theoretical and practical research with special emphasis on SERVQUAL method, test the initial hypothesis and recognize the level of service quality in retail chains in Southeast Serbia.

SERVICE QUALITY DIMENSIONS AS PREDICTORS OF PERCEIVED SERVICE QUALITY IN RETAIL ENVIRONMENT

OpenAIRE

Jelčić, Sandra

2017-01-01

The purpose of this paper is to determine service quality dimensions as predictors of perceived service quality in retail environment. Recent studies emphasised the multidimensional nature of service quality and multidimensional service quality measurement models. Literature reveals that SERVQUAL (Parasuraman et al. 1988) and RSQS (Dabholkar et al. 1996) are the most common instruments used to measure service quality in retail. Considering different market environments neither SERVQUAL nor RS...

A comprehensive health service evaluation and monitoring framework.

Science.gov (United States)

Reeve, Carole; Humphreys, John; Wakerman, John

2015-12-01

To develop a framework for evaluating and monitoring a primary health care service, integrating hospital and community services. A targeted literature review of primary health service evaluation frameworks was performed to inform the development of the framework specifically for remote communities. Key principles underlying primary health care evaluation were determined and sentinel indicators developed to operationalise the evaluation framework. This framework was then validated with key stakeholders. The framework includes Donabedian's three seminal domains of structure, process and outcomes to determine health service performance. These in turn are dependent on sustainability, quality of patient care and the determinants of health to provide a comprehensive health service evaluation framework. The principles underpinning primary health service evaluation were pertinent to health services in remote contexts. Sentinel indicators were developed to fit the demographic characteristics and health needs of the population. Consultation with key stakeholders confirmed that the evaluation framework was applicable. Data collected routinely by health services can be used to operationalise the proposed health service evaluation framework. Use of an evaluation framework which links policy and health service performance to health outcomes will assist health services to improve performance as part of a continuous quality improvement cycle. Copyright © 2015 The Authors. Published by Elsevier Ltd.. All rights reserved.

Operations and quality management for public service delivery improvement.

Directory of Open Access Journals (Sweden)

Paulin Mbecke

2014-10-01

Full Text Available Public service management reforms have not yet contributed to poverty eradication and generally socio-economic development of many African countries. The reforms suggested and implemented to date still prove to be weak in addressing the many challenges faced by the public service in delivering goods and services to the population. The failure of the current public service management calls for a consideration of business-driven approaches and practices that facilitate effectiveness, efficiency, competitiveness and flexibility in goods and services provision. The critical social theory methodology and the literature review technique described and raised awareness on service delivery chaos in South Africa. A public service reform that focuses on operations and quality management is one of the ways of improving and sustaining service delivery in South Africa. Operations management is an essential tool for the planning, execution, control, monitoring and evaluation of production processes. Quality management, in the other hand, is essential to ensure best quality of goods and services produced by the public service within acceptable time and available resources to meet or exceed people’s expectations. The operations and quality management framework proposed in this article is a potential alternative to the current service delivery crisis in South Africa.

Assessment of patient satisfaction with acute pain management service: Monitoring quality of care in clinical setting

Directory of Open Access Journals (Sweden)

Fizzah Farooq

2016-01-01

Full Text Available Background and Aims: Assessment of patient satisfaction is an important tool for monitoring the quality of care in hospitals. The aim of this survey was to develop a reliable tool to assess patient satisfaction with acute pain management service (APMS and identify variables affecting this so that care can be improved. Methods: A questionnaire was developed and administered to  patients after being discharged from APMS care by an unbiased person. Data collected from record included patient demographics, surgical procedure, analgesic modality, co-analgesics and dynamic and static pain scores. Questions included pain expected and pain experienced, APMS response time, quality of pain relief with treatment, professionalism of APMS team, overall experience of pain relief and choosing/suggesting same modality for themselves/family/friends again. Five-point Likert scale was used for most of the options. Statistical analysis was done using SPSS 19. Results: Frequency and percentages were computed for qualitative observation and presented on pie chart and histogram. Seventy-one per cent patients expected severe pain while 43% actually experienced it. About 79.4% would choose same analgesia modality in future for self/family/friends. Ninety-nine per cent found APMS staff courteous and professional. About 89% rated their experience of pain management as excellent to very good. Conclusion: The survey of patients′ satisfaction to monitor the quality of care provided by APMS provided positive inputs on its role. This also helps to identify areas requiring improvement in care and as a tool to gauge the quality of care.

SERVICE QUALITY IN THE PUBLIC SERVICE

OpenAIRE

Prabha Ramseook-Munhurrun; Soolakshna D. Lukea-Bhiwajee; Perunjodi Naidoo

2010-01-01

The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper investigates how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major public sector department in Mauritius. The survey captures c...

Reliability in individual monitoring service.

Science.gov (United States)

Mod Ali, N

2011-03-01

As a laboratory certified to ISO 9001:2008 and accredited to ISO/IEC 17025, the Secondary Standard Dosimetry Laboratory (SSDL)-Nuclear Malaysia has incorporated an overall comprehensive system for technical and quality management in promoting a reliable individual monitoring service (IMS). Faster identification and resolution of issues regarding dosemeter preparation and issuing of reports, personnel enhancement, improved customer satisfaction and overall efficiency of laboratory activities are all results of the implementation of an effective quality system. Review of these measures and responses to observed trends provide continuous improvement of the system. By having these mechanisms, reliability of the IMS can be assured in the promotion of safe behaviour at all levels of the workforce utilising ionising radiation facilities. Upgradation of in the reporting program through a web-based e-SSDL marks a major improvement in Nuclear Malaysia's IMS reliability on the whole. The system is a vital step in providing a user friendly and effective occupational exposure evaluation program in the country. It provides a higher level of confidence in the results generated for occupational dose monitoring of the IMS, thus, enhances the status of the radiation protection framework of the country.

Two-echelon logistics service supply chain decision game considering quality supervision

Science.gov (United States)

Shi, Jiaying

2017-10-01

Due to the increasing importance of supply chain logistics service, we established the Stackelberg game model between single integrator and single subcontractors under decentralized and centralized circumstances, and found that logistics services integrators as a leader prefer centralized decision-making but logistics service subcontractors tend to the decentralized decision-making. Then, we further analyzed why subcontractor chose to deceive and rebuilt a principal-agent game model to monitor the logistics services quality of them. Mixed Strategy Nash equilibrium and related parameters were discussed. The results show that strengthening the supervision and coordination can improve the quality level of logistics service supply chain.

Parametric packet-based audiovisual quality model for IPTV services

CERN Document Server

Garcia, Marie-Neige

2014-01-01

This volume presents a parametric packet-based audiovisual quality model for Internet Protocol TeleVision (IPTV) services. The model is composed of three quality modules for the respective audio, video and audiovisual components. The audio and video quality modules take as input a parametric description of the audiovisual processing path, and deliver an estimate of the audio and video quality. These outputs are sent to the audiovisual quality module which provides an estimate of the audiovisual quality. Estimates of perceived quality are typically used both in the network planning phase and as part of the quality monitoring. The same audio quality model is used for both these phases, while two variants of the video quality model have been developed for addressing the two application scenarios. The addressed packetization scheme is MPEG2 Transport Stream over Real-time Transport Protocol over Internet Protocol. In the case of quality monitoring, that is the case for which the network is already set-up, the aud...

[Ophthalmological service quality offered to outpatients of the Public Healthcare System].

Science.gov (United States)

Santos Hercos, Benigno Vicente; Berezovsky, Adriana

2006-01-01

To identify the perception of the ophthalmic service quality provided for outpatients of the public healthcare system as well as to detect which actions should be considered necessary and priority in order to improve its quality. A quantitative descriptive study was carried out on 100 outpatients of the public healthcare system which were submitted to ophthalmic tests at Fundação Hilton Rocha--Belo Horizonte-MG, from July 1st-July 30th 2004. Individual interviews were carried out by giving the interviewees two structured questionnaires adapted from the modified SERVQUAL. This scale is in agreement with the reality of the studied institute. The adapted SERVQUAL scale was submitted to statistical validation and it showed a suitable internal consistency index. In general terms, a slight general dissatisfaction was detected regarding ophthalmological service quality. The interviewees cared more about safety and reliability. A higher degree of dissatisfaction was detected mainly concerning fulfillment of procedures at scheduled appointments related to the execution of services within due time-limits. The institute is supposed to plan as well as carry out actions which lead to a general improvement in the patient's satisfaction regarding service quality and mainly reliability. Service quality monitoring through periodic use of the SERVQUAL scale will not only make it possible to plan highly precise and effective intervention strategies in these and in other healthcare services but it will also allow monitoring the responses to these actions. All these actions will contribute to the improvement of the service in the system as a whole.

Blind test results - measure of incessant progress in personnel monitoring services at Kudankulam Nuclear Power Project

International Nuclear Information System (INIS)

Jashi, K.B.; Ashok Kumar, A.; Pandaram, P.

2018-01-01

Personnel Monitoring Services (PMS) at Thermoluminescent Dosimeter (TLD) laboratory, Kudankulam Nuclear Power Project (KKNPP) involve monitoring of about 1500 radiation workers of KKNPP for external radiation exposure on monthly basis. Quality assurance in PMS provides an overall estimate of accuracy which depends not only upon the dosimeter quality and reader performance but also on data interpretation, applicable software and the system. Therefore it measures the effectiveness of quality control mechanism. Blind test is an effective tool to check the performance of the processor without their knowledge during routine processing of the service cards

Quality assurance in individual monitoring: A summary of the EURADOS survey 2012

International Nuclear Information System (INIS)

Gilvin, P.; Alves, J.G.; Cherestes, C.; Dijk, J.W.E. van; Lehtinen, M.; Rossi, F.; Vekic, B.

2014-01-01

EURADOS Working Group 2 (WG2) on Harmonization of Individual Monitoring is a network of individual monitoring services (IMSs) that aims to promote quality, technical excellence and good practice in European Member States. To help to improve quality, in 2012 EURADOS WG2 carried out a survey of IMSs in Europe. The survey was sent to about 170 IMS and included questions on: the use of formal quality assurance (QA) standards, QA in dosimetry, matters of practice, and common sources of error. The present paper summarises the main findings of the survey, and compares them with those of an earlier study (2003). The survey found that profile of QA is high amongst the responding IMSs, and that most are following good practice. A majority of services comply with formal quality standards and good attention is paid to traceability, method validation and proficiency testing. There are some areas where lessons can be learned, for example in the assessment of measurement uncertainty; and it remains very instructive to see what the main causes of error are for IMSs in general. - Highlights: • EURADOS has surveyed QA practice amongst European dosimetry services. • The survey was comprehensive, covering most of the monitored workers in Europe. • The profile of QA among IMS is reassuringly high. • Many services follow formal QA standards, e.g. ISO 17025. • But there are still some lessons that can be learned

Optimization in mammography - monthly monitoring of image quality at the state of Minas Gerais, Brazil

International Nuclear Information System (INIS)

Joana, Georgia S.; Andrade, Mauricio C. de; Silva, Sabrina D. da; Silva, Rafael R. da; Cesar, Adriana C.Z.; Oliveira, Mauricio de; Peixoto, Joao E.

2011-01-01

The State Program of Quality Control in Mammography (PECQMamo) of the state of Minas Gerais was established in 2004 and consists of tests for evaluation of image quality and performance of equipment used in the diagnosis of breast cancer, and evaluation the infrastructure of mammography centers. The monthly monitoring of image quality in mammography is part of this program that has been executed since May 2009 with a character essentially educational. In the assessment of individual services that participate in the monthly monitoring, there was an increased percentage of average annual compliance from 2009 to 2010 in all 85 services with the exception of one service. Therefore, evolution of the performance of the services evaluated, since the program began, shows a positive impact on the numbers, confirming the relevance of this type of operation of Sanitary Surveillance in the area of quality in mammography. (author)

Measuring quality in services for children with an intellectual disability.

Science.gov (United States)

Koornneef, Erik

2006-01-01

To evaluate the application of one particular quality measurement tool, the SERVQUAL instrument, as a potential mechanism to measure quality in services for children with disabilities Staff and family of children with an intellectual disability in two organisations providing specialist therapy and day completed an adapted SERVQUAL questionnaire. A total of 81 SERVQUAL questionnaires were distributed and 59 questionnaires were returned (response rate of 73 per cent). The SERVQUAL instrument can be considered as a useful diagnostic tool to identify particular strengths and areas for improvement in services for people with disabilities as the instrument lends itself for the monitoring of the effectiveness of quality improvement initiatives over time. The findings also showed relatively high customer expectations and the organisations involved in this research are currently not meeting all of these high expectations as significant quality gaps were found in the areas of reliability and responsiveness. The sample size was relatively small and the measurement of quality using the SERVQUAL instrument remains a challenge, due to the conceptual and empirical difficulties. The SERVQUAL instrument is probably most be attractive to service managers and funding organisations because of its ability to identify gaps in the quality of the service. The tool had been used to measure quality in services for people with disabilities and the research has shown that this tool might be an important additional quality measurement tool for services.

Impact of service quality management (SQM) practices on Indian railways : study of South Central Railways.

Science.gov (United States)

2010-09-01

The main objective of this study is to present a framework developed for assisting Railways to monitor and : control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of : Indian Railways by develo...

Physical soil quality indicators for monitoring British soils

Science.gov (United States)

Corstanje, Ron; Mercer, Theresa G.; Rickson, Jane R.; Deeks, Lynda K.; Newell-Price, Paul; Holman, Ian; Kechavarsi, Cedric; Waine, Toby W.

2017-09-01

Soil condition or quality determines its ability to deliver a range of functions that support ecosystem services, human health and wellbeing. The increasing policy imperative to implement successful soil monitoring programmes has resulted in the demand for reliable soil quality indicators (SQIs) for physical, biological and chemical soil properties. The selection of these indicators needs to ensure that they are sensitive and responsive to pressure and change, e.g. they change across space and time in relation to natural perturbations and land management practices. Using a logical sieve approach based on key policy-related soil functions, this research assessed whether physical soil properties can be used to indicate the quality of British soils in terms of their capacity to deliver ecosystem goods and services. The resultant prioritised list of physical SQIs was tested for robustness, spatial and temporal variability, and expected rate of change using statistical analysis and modelling. Seven SQIs were prioritised: soil packing density, soil water retention characteristics, aggregate stability, rate of soil erosion, depth of soil, soil structure (assessed by visual soil evaluation) and soil sealing. These all have direct relevance to current and likely future soil and environmental policy and are appropriate for implementation in soil monitoring programmes.

Physical soil quality indicators for monitoring British soils

Directory of Open Access Journals (Sweden)

R. Corstanje

2017-09-01

Full Text Available Soil condition or quality determines its ability to deliver a range of functions that support ecosystem services, human health and wellbeing. The increasing policy imperative to implement successful soil monitoring programmes has resulted in the demand for reliable soil quality indicators (SQIs for physical, biological and chemical soil properties. The selection of these indicators needs to ensure that they are sensitive and responsive to pressure and change, e.g. they change across space and time in relation to natural perturbations and land management practices. Using a logical sieve approach based on key policy-related soil functions, this research assessed whether physical soil properties can be used to indicate the quality of British soils in terms of their capacity to deliver ecosystem goods and services. The resultant prioritised list of physical SQIs was tested for robustness, spatial and temporal variability, and expected rate of change using statistical analysis and modelling. Seven SQIs were prioritised: soil packing density, soil water retention characteristics, aggregate stability, rate of soil erosion, depth of soil, soil structure (assessed by visual soil evaluation and soil sealing. These all have direct relevance to current and likely future soil and environmental policy and are appropriate for implementation in soil monitoring programmes.

Service quality of private hospitals: the Iranian patients' perspective.

Science.gov (United States)

Zarei, Asghar; Arab, Mohammad; Froushani, Abbas Rahimi; Rashidian, Arash; Ghazi Tabatabaei, S Mahmoud

2012-02-02

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. 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. 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 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.

CLOUD TECHNOLOGIES OF MONITORING OF THE QUALITY OF TRAINING OF WORKERS OF RAILWAY PROFILE

Directory of Open Access Journals (Sweden)

Tetyana Bondarenko

2016-06-01

Full Text Available With the purpose of creating the system of monitoring of the quality of professional training of future workers of railway profile, the author puts forward a technology of using cloud services of the search system of Google. The article proves that the system provides a complex support of monitoring, from creating appropriate forms and storing of the results in cloud storage to the\\processing of results of the monitoring and management of the system of testing on the basis of using the service of Google-Calendar. In the article there has been considered the usage of the concept of BYOD for testing of students’ achievement. The article demonstrates the advantages of  the proposed approach to monitoring the quality of training of future workers of railway profile highlighting  the usage of the cloud services of the search system of Google as a means of  expanding the boundaries of research in space and time and making the procedure more flexible and systematic.

Individual Monitoring service for occupational exposure in Sudan

International Nuclear Information System (INIS)

Suliman, E.E.; Shaddad, I.; Medani, B.E.; Osman, M.Y.

2005-01-01

Full text: Individual Monitoring Service (IMS) is a dosimetry service provided by Radiation Protection Department (RPD) of Sudan Atomic Energy Commission (SAEC) to monitor about 400 occupational exposed workers all over the country. Measurements were done using thermoluminescence dosimeters (TLD). The calibration of the TLD system was performed on a phantom with application of suitable correction factors in the SSDL using Cs-137 and different qualities of x-ray energies. Personal dose equivalents Hp(10) and Hp(0.07) were evaluated by employing one individual dosimeter to be carried continuously by the occupational exposed person while at work. In this work the dose received by workers in x-ray diagnostic radiology, radiotherapy, nuclear medicine, research and industrial radiography were evaluated. Radiation doses for the years 1999, 2000, 2001, 2002 and 2003 were compared. From the results obtained, it was noticed that individual monitoring service had expanded over the last years. The average individual annual dose in different applications is less than 1 mSv/y except for the workers in industrial radiography, only 12 radiation workers (3.64 %) received doses exceeding 1 mSv and no individual approached the dose limit of 20 mSv recommended by the ICRP and set by Sudan's regulations. (author)

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.

Implementation guide for Hanford Analytical Services Quality Assurance Plan

International Nuclear Information System (INIS)

1994-09-01

This implementation guide for the Hanford Analytical Services Quality Assurance Plan (HASQAP) was developed by the US Department of Energy, Richland Operations Office (RL) Waste Management Division, Analytical Services Branch. This plan formally presents RL's direction for Hanford Sitewide implementation of the HASQAP. The HASQAP establishes a uniform standard for quality requirements to meet US Department of Energy Order 5700.6C, Quality Assurance (10 CFR 830.120, ''Quality Assurance Requirements''), and is intended to satisfy the Hanford Federal Facility Agreement and Consent Order (Tri-Party Agreement) requirements for ''Guidance on Preparation of Laboratory Quality Assurance Plans''. The quality assurance criteria specified in the HASQAP shall serve as a baseline for implementing quality management systems for the laboratories that provide analytical services, for data requesters and users, and for oversight organizations that monitor the data-generation process. Affected organizations shall implement the HASQAP requirements that are applicable to their work scope. Full implementation of the HASQAP is scheduled to occur by August 1995. RL will work with the US Environmental Protection Agency (EPA) and Washington State Department of Ecology (Ecology) to have the HASQAP document incorporated into Appendix F of the Tri-Party Agreement by early Fiscal Year 1996

INCREASING THE QUALITY OF SERVICE : Case Service Desk

OpenAIRE

Åhlgren, Niklas

2014-01-01

The topic of this thesis was to study how service quality is formed and to use this outcome to improve the quality of an IT service desk. The goal was to bring value to the customers and to the company by orienting the service desk personnel towards better service quality. By giving the service desk personnel a better understanding of the business process, customer relationship management and service quality the employees would gain more insight in to their own importance when it comes to imp...

Report on the service quality incentive regulations for gas network operators and ERDF. 2009-2010 Report Synthesis

International Nuclear Information System (INIS)

2010-11-01

The latest natural gas transmission network tariffs, called 'ATRT4', and the tariffs for natural gas distribution network, 'ATRD3', as well as the 3. tariffs for using the public electricity networks, 'TURPE 3', constitute a regulatory framework offering incentives to gas transmission and distribution operators, as well as the electricity distributor ERDF, to control their costs and improve the quality of service provided for network users. For gas and electricity distribution system operators (DSO), the incentive-based regulation for quality of service implemented through the tariffs is complementary to the supervision powers of the licensing authorities. It operates by means of concession contracts which imply that the concessionaire has to deliver activity reports and that the licensing authorities have to publish monitoring reports of the concessionaire's activity. The licensing authorities act on the local level, whereas the incentive regulation is of national scope. The actions of the licensing authorities and of the Energy Regulatory Commission (CRE) contribute together to assess and enhance the quality of service of the DSO. As the service quality monitoring exercises are conducted successively, the analysis will become more refined as a greater data history is acquired. The quality of service from the gas network operators (GrDF, GRTgaz and TIGF) and the electricity distributor (ERDF) has been improving gradually over the period of the monitoring, or has stabilised at a satisfactory level for the areas that are most important for the correct functioning of the market. Some objectives set by the tariffs have been met or even exceeded, which earns financial bonuses for the operators in question. This second service quality monitoring report on the gas network operators and ERDF is going to be used by the CRE, in consultation with all the market players, to refine the incentive mechanisms already in place. Contents: 1

Satisfaction monitoring for quality control in campground management

Science.gov (United States)

Wilbur F. LaPage; Malcolm I. Bevins

1981-01-01

A 4-year study of camper satisfaction indicates that satisfaction monitoring is a useful tool for campground managers to assess their performance and achieve a high level of quality control in their service to the public. An indication of camper satisfaction with campground management is gained from a report card on which a small sample of visitors rates 14 elements of...

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

2013-06-01

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 population. The current study aims to identify service providers' perceptions regarding the quality of life of their clients and the quality of services they provide. It also aims to identify similarities and differences of appraisals among professionals, and to identify associations between supports, quality of life and quality of services. Data were collected from 22 service providers who attended three focus groups (professionals, direct support staff, and managers) from whom 424 comments were analysed. Service providers were asked about the required support for users, the meaning of quality of life for those users, and about features that should characterise quality services. Thematic analysis was employed and transcripts of the sessions were coded according to the dimensions of models on supports, quality of life and quality of services. Chi-squared tests were utilised to test for potential differences among groups. Each professional group has its own priorities concerning required supports. Among the organisation different and potentially conflicting perceptions regarding the meaning of experiencing quality of life coexist. Concerning quality of services, only managers mentioned personal outcomes. Finally, institutionalisation has a negative impact on supports, quality of life and quality of services. It is necessary to move beyond a shared awareness of the negative impact of institutionalisation towards the transformation of services in search of personal quality outcomes. © 2012 The Authors. Journal of Intellectual Disability Research © 2012 John Wiley & Sons Ltd, MENCAP & IASSID.

Factors Affecting Medical Service Quality.

Science.gov (United States)

Mosadeghrad, Ali Mohammad

2014-02-01

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. Quality of medical services depends on the personal factors of the physician and patient, and factors pertaining to the healthcare setting and the broader environment. Differences in internal and external factors such as availability of resources, patient cooperation and collaboration among providers affect the quality of medical services and patient outcomes. Supportive leadership, proper planning, education and training and effective management of resources and processes improve the quality of medical services. This article contributes to healthcare theory and practice by developing a conceptual framework for understanding factors that influence medical services quality.

Monitoring air quality in Southeast Alaska’s National Parks and Forests: Linking atmospheric pollutants with ecological effects

Science.gov (United States)

D. Schirokauer; L. Geiser; A. Bytnerowicz; M. Fenn; K. Dillman

2014-01-01

Air quality and air quality related values are important resources to the National Park Service (NPS) units and Wilderness areas in northern Southeast Alaska. Air quality monitoring was prioritized as a high-priority Vital Sign at the Southeast Alaska Network’s (SEAN) Inventory and Monitoring Program’s terrestrial scoping workshop (Derr and Fastie 2006). Air quality...

Disaster Monitoring and Emergency Response Services in China

Science.gov (United States)

Wu, J.; Han, X.; Zhou, Y.; Yue, P.; Wang, X.; Lu, J.; Jiang, W.; Li, J.; Tang, H.; Wang, F.; Li, X.; Fan, J.

2018-04-01

The Disaster Monitoring and Emergency Response Service(DIMERS) project was kicked off in 2017 in China, with the purpose to improve timely responsive service of the institutions involved in the management of natural disasters and man-made emergency situations with the timely and high-quality products derived from Space-based, Air-based and the in-situ Earth observation. The project team brought together a group of top universities and research institutions in the field of Earth observations as well as the operational institute in typical disaster services at national level. The project will bridge the scientific research and the response services of massive catastrophe in order to improve the emergency response capability of China and provide scientific and technological support for the implementation of the national emergency response strategy. In response to the call for proposal of "Earth Observation and Navigation" of 2017 National Key R&D Program of China, Professor Wu Jianjun, the deputy chairman of Faculty of Geographical Science of Beijing Normal University, submitted the Disaster Monitoring and Emergency Response Service (DIMERS) project, jointly with the experts and scholars from Institute of Remote Sensing and Digital Earth, Chinese Academy of Sciences, Wuhan University, China Institute of Earthquake Forecasting of China Earthquake Administration and China Institute of Water Resources and Hydropower Science. After two round evaluations, the proposal was funded by Ministry of Science and Technology of China.

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…

Smart sensors for real-time water quality monitoring

CERN Document Server

Mason, Alex

2013-01-01

Sensors are being utilised to increasing degrees in all forms of industry.  Researchers and industrial practitioners in all fields seek to obtain a better understanding of appropriate processes so as to improve quality of service and efficiency.  The quality of water is no exception, and the water industry is faced with a wide array of water quality issues being present world-wide.  Thus, the need for sensors to tackle this diverse subject is paramount.  The aim of this book is to combine, for the first time, international expertise in the area of water quality monitoring using smart sensors and systems in order that a better understanding of the challenges faced and solutions posed may be available to all in a single text.

Improving Reference Service: The Case for Using a Continuous Quality Improvement Method.

Science.gov (United States)

Aluri, Rao

1993-01-01

Discusses the evaluation of library reference service; examines problems with past evaluations, including the lack of long-term planning and a systems perspective; and suggests a method for continuously monitoring and improving reference service using quality improvement tools such as checklists, cause and effect diagrams, Pareto charts, and…

Quality of the ophthalmological service to outpatients of the public and private healthcare systems.

Science.gov (United States)

Hercos, Benigno Vicente Santos; Berezovsky, Adriana

2017-01-01

To compare perceptions of the quality of ophthalmological services offered to outpatients from the public healthcare system to those from the private healthcare system, and to determine which measures are seen as necessary and a priority for improving the quality of care. This was a prospective observational study on 200 patients, 101 and 99 of whom were from the public and private healthcare systems, respectively. All patients underwent an ophthalmological examination at an ophthalmology hospital in Belo Horizonte, Minas Gerais, Brazil. Personal interviews were conducted using two structured questionnaires adapted from the modified SERVQUAL scale. Overall, patients from the private healthcare system were significantly more dissatisfied than those from the public healthcare system. In both systems, reliability was considered to be the most important determinant of quality, and it presented the highest level of dissatisfaction. Satisfaction with the public healthcare system was significantly greater than that with the private healthcare system in terms of the tangibles, reliability, responsiveness, and assurance determinants of the SERVQUAL scale. Institutions must plan, execute, evaluate, and monitor measures that seek to improve the overall patient satisfaction with the quality of services provided, particularly in the private healthcare system, and special attention must be paid to reliability in both healthcare systems. The identification and monitoring of the quality of healthcare services through the periodic use of the SERVQUAL scale may provide healthcare managers with information so that they can identify, plan, and monitor necessary and priority measures. This could be a key strategy for improving the quality of outpatient health services in the public and private systems.

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 (phome care services to be efficient in improving the quality of life in patients with gynecological cancer.

Parametric Packet-Layer Model for Evaluation Audio Quality in Multimedia Streaming Services

Science.gov (United States)

Egi, Noritsugu; Hayashi, Takanori; Takahashi, Akira

We propose a parametric packet-layer model for monitoring audio quality in multimedia streaming services such as Internet protocol television (IPTV). This model estimates audio quality of experience (QoE) on the basis of quality degradation due to coding and packet loss of an audio sequence. The input parameters of this model are audio bit rate, sampling rate, frame length, packet-loss frequency, and average burst length. Audio bit rate, packet-loss frequency, and average burst length are calculated from header information in received IP packets. For sampling rate, frame length, and audio codec type, the values or the names used in monitored services are input into this model directly. We performed a subjective listening test to examine the relationships between these input parameters and perceived audio quality. The codec used in this test was the Advanced Audio Codec-Low Complexity (AAC-LC), which is one of the international standards for audio coding. On the basis of the test results, we developed an audio quality evaluation model. The verification results indicate that audio quality estimated by the proposed model has a high correlation with perceived audio quality.

Continuous Hydrologic and Water Quality Monitoring of Vernal Ponds.

Science.gov (United States)

Mina, Odette; Gall, Heather E; Chandler, Joseph W; Harper, Jeremy; Taylor, Malcolm

2017-11-13

Vernal ponds, also referred to as vernal pools, provide critical ecosystem services and habitat for a variety of threatened and endangered species. However, they are vulnerable parts of the landscapes that are often poorly understood and understudied. Land use and management practices, as well as climate change are thought to be a contribution to the global amphibian decline. However, more research is needed to understand the extent of these impacts. Here, we present methodology for characterizing a vernal pond's morphology and detail a monitoring station that can be used to collect water quantity and quality data over the duration of a vernal pond's hydroperiod. We provide methodology for how to conduct field surveys to characterize the morphology and develop stage-storage curves for a vernal pond. Additionally, we provide methodology for monitoring the water level, temperature, pH, oxidation-reduction potential, dissolved oxygen, and electrical conductivity of water in a vernal pond, as well as monitoring rainfall data. This information can be used to better quantify the ecosystem services that vernal ponds provide and the impacts of anthropogenic activities on their ability to provide these services.

Healthcare service quality: towards a broad definition.

Science.gov (United States)

Mosadeghrad, Ali Mohammad

2013-01-01

The main purpose of this study is to define healthcare quality to encompass healthcare stakeholder needs and expectations because healthcare quality has varying definitions for clients, professionals, managers, policy makers and payers. This study represents an exploratory effort to understand healthcare quality in an Iranian context. In-depth individual and focus group interviews were conducted with key healthcare stakeholders. Quality healthcare is defined as "consistently delighting the patient by providing efficacious, effective and efficient healthcare services according to the latest clinical guidelines and standards, which meet the patient's needs and satisfies providers". Healthcare quality definitions common to all stakeholders involve offering effective care that contributes to the patient well-being and satisfaction. This study helps us to understand quality healthcare, highlighting its complex nature, which has direct implications for healthcare providers who are encouraged to regularly monitor healthcare quality using the attributes identified in this study. Accordingly, they can initiate continuous quality improvement programmes to maintain high patient-satisfaction levels. This is the first time a comprehensive healthcare quality definition has been developed using various healthcare stakeholder perceptions and expectations.

A Design of Wireless Sensor Networks for a Power Quality Monitoring System

Directory of Open Access Journals (Sweden)

Sanggil Kang

2010-11-01

Full Text Available Power grids deal with the business of generation, transmission, and distribution of electric power. Recently, interest in power quality in electrical distribution systems has increased rapidly. In Korea, the communication network to deliver voltage, current, and temperature measurements gathered from pole transformers to remote monitoring centers employs cellular mobile technology. Due to high cost of the cellular mobile technology, power quality monitoring measurements are limited and data gathering intervals are large. This causes difficulties in providing the power quality monitoring service. To alleviate the problems, in this paper we present a communication infrastructure to provide low cost, reliable data delivery. The communication infrastructure consists of wired connections between substations and monitoring centers, and wireless connections between pole transformers and substations. For the wireless connection, we employ a wireless sensor network and design its corresponding data forwarding protocol to improve the quality of data delivery. For the design, we adopt a tree-based data forwarding protocol in order to customize the distribution pattern of the power quality information. We verify the performance of the proposed data forwarding protocol quantitatively using the NS-2 network simulator.

A design of wireless sensor networks for a power quality monitoring system.

Science.gov (United States)

Lim, Yujin; Kim, Hak-Man; Kang, Sanggil

2010-01-01

Power grids deal with the business of generation, transmission, and distribution of electric power. Recently, interest in power quality in electrical distribution systems has increased rapidly. In Korea, the communication network to deliver voltage, current, and temperature measurements gathered from pole transformers to remote monitoring centers employs cellular mobile technology. Due to high cost of the cellular mobile technology, power quality monitoring measurements are limited and data gathering intervals are large. This causes difficulties in providing the power quality monitoring service. To alleviate the problems, in this paper we present a communication infrastructure to provide low cost, reliable data delivery. The communication infrastructure consists of wired connections between substations and monitoring centers, and wireless connections between pole transformers and substations. For the wireless connection, we employ a wireless sensor network and design its corresponding data forwarding protocol to improve the quality of data delivery. For the design, we adopt a tree-based data forwarding protocol in order to customize the distribution pattern of the power quality information. We verify the performance of the proposed data forwarding protocol quantitatively using the NS-2 network simulator.

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.

Real-time water quality monitoring and providing water quality ...

Science.gov (United States)

EPA and the U.S. Geological Survey (USGS) have initiated the “Village Blue” research project to provide real-time water quality monitoring data to the Baltimore community and increase public awareness about local water quality in Baltimore Harbor and the Chesapeake Bay. The Village Blue demonstration project complements work that a number of state and local organizations are doing to make Baltimore Harbor “swimmable and fishable” 2 by 2020. Village Blue is designed to build upon EPA’s “Village Green” project which provides real-time air quality information to communities in six locations across the country. The presentation, “Real-time water quality monitoring and providing water quality information to the Baltimore Community”, summarizes the Village Blue real-time water quality monitoring project being developed for the Baltimore Harbor.

Environmental Monitoring, Water Quality - MO 2009 Stream Team Volunteer Water Quality Monitoring Sites (SHP)

Data.gov (United States)

NSGIC State | GIS Inventory — This data set shows the monitoring locations of trained Volunteer Water Quality Monitors. A monitoring site is considered to be a 300 foot section of stream channel....

[2011 after-service customer satisfaction survey of monitoring devices in Shanghai area].

Science.gov (United States)

Wang, Lijun; Li, Bin; Qian, Jianguo; Cao, Shaoping; He, Dehua; Zheng, Yunxin

2013-01-01

In 2011, Shanghai Medical Equipment Management Quality Control Center launched the fifth after-sale service satisfaction survey for medical devices in Shanghai area. There are 8 classes medical devices involving in the survey. This paper demonstrates the investigation results of monitoring devices which are from different manufacturers.

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.

Air Quality Monitoring: Risk-Based Choices

Science.gov (United States)

James, John T.

2009-01-01

Air monitoring is secondary to rigid control of risks to air quality. Air quality monitoring requires us to target the credible residual risks. Constraints on monitoring devices are severe. Must transition from archival to real-time, on-board monitoring. Must provide data to crew in a way that they can interpret findings. Dust management and monitoring may be a major concern for exploration class missions.

Real-time video quality monitoring

Science.gov (United States)

Liu, Tao; Narvekar, Niranjan; Wang, Beibei; Ding, Ran; Zou, Dekun; Cash, Glenn; Bhagavathy, Sitaram; Bloom, Jeffrey

2011-12-01

The ITU-T Recommendation G.1070 is a standardized opinion model for video telephony applications that uses video bitrate, frame rate, and packet-loss rate to measure the video quality. However, this model was original designed as an offline quality planning tool. It cannot be directly used for quality monitoring since the above three input parameters are not readily available within a network or at the decoder. And there is a great room for the performance improvement of this quality metric. In this article, we present a real-time video quality monitoring solution based on this Recommendation. We first propose a scheme to efficiently estimate the three parameters from video bitstreams, so that it can be used as a real-time video quality monitoring tool. Furthermore, an enhanced algorithm based on the G.1070 model that provides more accurate quality prediction is proposed. Finally, to use this metric in real-world applications, we present an example emerging application of real-time quality measurement to the management of transmitted videos, especially those delivered to mobile devices.

Monitoring and evaluating soil quality

NARCIS (Netherlands)

Bloem, J.; Schouten, A.J.; Sørensen, S.J.; Rutgers, M.; Werf, van der A.K.; Breure, A.M.

2006-01-01

This book provides a selection of microbiological methods that are already applied in regional or national soil quality monitoring programs. It is split into two parts: part one gives an overview of approaches to monitoring, evaluating and managing soil quality. Part two provides a selection of

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.

MEASURING GROCERY STORES SERVICE QUALITY IN INDONESIA: A RETAIL SERVICE QUALITY SCALE APPROACH

Directory of Open Access Journals (Sweden)

Leonnard Leonnard

2017-12-01

Full Text Available The growing number of modern grocery stores in Indonesia is a challenge for each grocery store to maintain and increase their number of consumers. The success of maintaining and improving service quality will affect long-term profitability and business sustainability. Therefore, in this study, we examined consumer perceptions of service quality in one of modern grocery stores in Indonesia. Data were collected from 387 consumers of grocery stores in Jakarta, Bogor, Depok, Bekasi, Cibubur, and Subang. Structural Equation Modeling (SEM through Maximum likelihood and Bayesian estimation was employed to analyze the data. The finding indicated that the five indicators of the retail service quality scale consisting of physical aspects, reliability, personal interactions, problem solving and policies provided  valid multi-item instruments in measuring consumer perceptions of service quality in grocery stores.

Commissioning of the ALICE-LHC online data quality monitoring framework

International Nuclear Information System (INIS)

Roukoutakis, Filimon; Haller, Barthelemy von

2009-01-01

ALICE is one of the experiments installed at CERN Large Hadron Collider, dedicated to the study of heavy-ion collisions. The final ALICE data acquisition system has been installed and is being used for the testing and commissioning of detectors. Data Quality Monitoring (DQM) is an important aspect of the online procedures for a HEP experiment. In this presentation we overview the commissioning and the integration of ALICE's AMORE (Automatic MOnitoRing Environment), a custom-written distributed application aimed at providing DQM services in a large, experiment-wide scale.

Water quality monitoring for high-priority water bodies in the Sonoran Desert network

Science.gov (United States)

Terry W. Sprouse; Robert M. Emanuel; Sara A. Strorrer

2005-01-01

This paper describes a network monitoring program for “high priority” water bodies in the Sonoran Desert Network of the National Park Service. Protocols were developed for monitoring selected waters for ten of the eleven parks in the Network. Park and network staff assisted in identifying potential locations of testing sites, local priorities, and how water quality...

Report on the quality of service of the gas network operators GrDF, GRTgaz and TIGF. Report 2008-2009

International Nuclear Information System (INIS)

2009-11-01

CRE, the Energy Regulatory Commission, publishes the first annual report on the quality of service of the gas networks operators, GrDF, GRTgaz and TIGF. The monitoring of GrDF's quality of service covers a one-year period, from July 1, 2008 to June 30, 2009; that of GRTgaz and TIGF covers a 6-month period, from January 1, 2009 to June 30, 2009. The first finding of this report is that the three operators took the necessary measures in terms of tools and resources to implement the mechanisms required by the tariffs rules. Furthermore, almost all indicators are now monitored and published regularly by the gas networks operators. The whole picture is that the quality of service of GrDF, GRTgaz and TIGF progressively improved over the monitoring period in the most significant areas related to a proper functioning of the market. However, the objectives set by the tariffs rules were not all met. This led to financial penalties for the gas networks operators. During the tariff period, the tariff rules allow to revise the monitoring mechanism, as the tariffs in force provide the possibility to update the indicators. Consequently, and based on this first report, CRE will be working with the gas networks operators and the market players to improve the monitoring mechanism implemented, focusing more on the quality of services provided to end users

Service Quality Measurements: A Review

OpenAIRE

Ali Ramezani Ghotbabadi; Setareh Feiz; Rohaizat Baharun

2015-01-01

Service quality measurement is one of the significant measurement tools for firms to understand consumers’ needs and wants by analyzing the experience of consumers and customers’ satisfaction on the services provided. Although there is no general agreement on one particular model used as the measurement of service quality perceived, there are some effective models offered by researchers during decades of study in this area. In the recent years, researchers believe that service quality is mult...

SAMIRA - SAtellite based Monitoring Initiative for Regional Air quality

Science.gov (United States)

Schneider, Philipp; Stebel, Kerstin; Ajtai, Nicolae; Diamandi, Andrei; Horalek, Jan; Nicolae, Doina; Stachlewska, Iwona; Zehner, Claus

2016-04-01

Czech Republic, and the Gorj County in Romania. All data products shall undergo a quality control, i.e. robust and independent validation. The SAMIRA consortium will further work towards a pre-operational system for improved PM10 forecasts using observational (in situ and satellite) data assimilation. SAMIRA aims to maximize project benefits by liaison with national and regional environmental protection agencies and health institutions, as well as related ESA and European initiatives such as the Copernicus Atmospheric Monitoring Services (CAMS).

Monitoring techniques and alarm procedures for CMS Services and Sites in WLCG

International Nuclear Information System (INIS)

Molina-Perez, J; Sciabà, A; Magini, N; Bonacorsi, D; Gutsche, O; Flix, J; Kreuzer, P; Fajardo, E; Boccali, T; Klute, M; Gomes, D; Kaselis, R; Butenas, I; Du, R; Wang, W

2012-01-01

The CMS offline computing system is composed of roughly 80 sites (including most experienced T3s) and a number of central services to distribute, process and analyze data worldwide. A high level of stability and reliability is required from the underlying infrastructure and services, partially covered by local or automated monitoring and alarming systems such as Lemon and SLS; the former collects metrics from sensors installed on computing nodes and triggers alarms when values are out of range, the latter measures the quality of service and warns managers when service is affected. CMS has established computing shift procedures with personnel operating worldwide from remote Computing Centers, under the supervision of the Computing Run Coordinator at CERN. This dedicated 24/7 computing shift personnel is contributing to detect and react timely on any unexpected error and hence ensure that CMS workflows are carried out efficiently and in a sustained manner. Synergy among all the involved actors is exploited to ensure the 24/7 monitoring, alarming and troubleshooting of the CMS computing sites and services. We review the deployment of the monitoring and alarming procedures, and report on the experience gained throughout the first two years of LHC operation. We describe the efficiency of the communication tools employed, the coherent monitoring framework, the proactive alarming systems and the proficient troubleshooting procedures that helped the CMS Computing facilities and infrastructure to operate at high reliability levels.

Monitoring techniques and alarm procedures for CMS services and sites in WLCG

Energy Technology Data Exchange (ETDEWEB)

Molina-Perez, J. [UC, San Diego; Bonacorsi, D. [Bologna U.; Gutsche, O. [Fermilab; Sciaba, A. [CERN; Flix, J. [Madrid, CIEMAT; Kreuzer, P. [CERN; Fajardo, E. [Andes U., Bogota; Boccali, T. [INFN, Pisa; Klute, M. [MIT; Gomes, D. [Rio de Janeiro State U.; Kaselis, R. [Vilnius U.; Du, R. [Beijing, Inst. High Energy Phys.; Magini, N. [CERN; Butenas, I. [Vilnius U.; Wang, W. [Beijing, Inst. High Energy Phys.

2012-01-01

The CMS offline computing system is composed of roughly 80 sites (including most experienced T3s) and a number of central services to distribute, process and analyze data worldwide. A high level of stability and reliability is required from the underlying infrastructure and services, partially covered by local or automated monitoring and alarming systems such as Lemon and SLS, the former collects metrics from sensors installed on computing nodes and triggers alarms when values are out of range, the latter measures the quality of service and warns managers when service is affected. CMS has established computing shift procedures with personnel operating worldwide from remote Computing Centers, under the supervision of the Computing Run Coordinator at CERN. This dedicated 24/7 computing shift personnel is contributing to detect and react timely on any unexpected error and hence ensure that CMS workflows are carried out efficiently and in a sustained manner. Synergy among all the involved actors is exploited to ensure the 24/7 monitoring, alarming and troubleshooting of the CMS computing sites and services. We review the deployment of the monitoring and alarming procedures, and report on the experience gained throughout the first two years of LHC operation. We describe the efficiency of the communication tools employed, the coherent monitoring framework, the proactive alarming systems and the proficient troubleshooting procedures that helped the CMS Computing facilities and infrastructure to operate at high reliability levels.

U.S. Forest Service Region 1 Lake Chemistry, NADP, and IMPROVE air quality data analysis

Science.gov (United States)

Jill Grenon; Mark Story

2009-01-01

This report was developed to address the need for comprehensive analysis of U.S. Forest Service (USFS) Region 1 air quality monitoring data. The monitoring data includes Phase 3 (long-term data) lakes, National Atmospheric Deposition Program (NADP), and Interagency Monitoring of Protected Visual Environments (IMPROVE). Annual and seasonal data for the periods of record...

[Quality of mental health services: a self audit in the South Verona mental health service].

Science.gov (United States)

Allevi, Liliana; Salvi, Giovanni; Ruggeri, Mirella

2006-01-01

To start a process of Continuous Quality Improvement (CQI) in an Italian Community Mental Health Service by using a quality assurance questionnaire in a self audit exercise. The questionnaire was administered to 14 key workers and clinical managers with different roles and seniority. One senior manager's evaluation was used as a benchmark for all the others. Changes were introduced in the service practice according to what emerged from the evaluation. Meetings were scheduled to monitor those changes and renew the CQI process. There was a wide difference in the key workers' answers. Overall, the senior manager's evaluation was on the 60th percentile of the distribution of the other evaluations. Those areas that required prompt intervention were risk management, personnel development, and CQI. The CQI process was followed up for one year: some interventions were carried out to change the practice of the service. A self audit exercise in Community Mental Health Services was both feasible and useful. The CQI process was easier to start than to carry on over the long term.

Dosimetric quality assurance interpreted for ISO 17025 in public health England's personal dosimetry service

International Nuclear Information System (INIS)

Gilvin, P.J.; Gibbens, N.J.; Baker, S.T.

2016-01-01

Many individual monitoring services (IMSs) have long experience in delivering high-quality dosimetry, and many follow rigorous quality assurance (QA) procedures. Typically, these procedures have been developed through experience and are highly effective in maintaining high-quality dose measurements. However, it is not always clear how the range of QA procedures normally followed by IMSs maps on to the various requirements of ISO 17025. The Personal Dosimetry Service of Public Health England has interpreted its QA procedures both in operating existing services and in developing a new one. (authors)

[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

2017-09-01

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.

Technology usage, quality management system, and service quality in Thailand.

Science.gov (United States)

Sivabrovornvatana, Nilubon; Siengthai, Sununta; Krairit, Donyaprueth; Paul, Himangshu

2005-01-01

This article aims to explore the relationship between technology and quality management for enhancing Thai hospital service quality. The paper presents the findings of an exploratory study that investigates service quality from the customer and service provider perception. In-depth interviews were conducted with respondents in Thai hospitals. The interviews explored service-related factors that patients and service providers perceive to be important for hospital services. The first interview group consisted of professionals as internal customers in direct contact with external customers, while the second group consisted of external customers of the same hospitals. The study's outcomes clearly suggest factors that make significant contribution to service quality. These factors can be categorized according to five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibility), although some factors required slightly different interpretation. The findings suggest that hospitals can develop an appropriate approach to their advantage, which can yield sustainable improvement in service quality as perceived by patients and professionals. Hospitals can make better quality decisions based on structured measurement and knowledge. It is recommended that managers apply this knowledge for successful implementation of activities related to service quality in their organizations.

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.

A service for monitoring the quality of intraoperative cone beam CT images

Directory of Open Access Journals (Sweden)

Heckel Frank

2016-09-01

Full Text Available In recent years, operating rooms (ORs have transformed into integrated operating rooms, where devices are able to communicate, exchange data, or even steer and control each other. However, image data processing is commonly done by dedicated workstations for specific clinical use-cases. In this paper, we propose a concept for a dynamic service component for image data processing on the example of automatic image quality assessment (AQUA of intraoperative cone beam computed tomography (CBCT images. The service is build using the Open Surgical Communication Protocol (OSCP and the standard for Digital Imaging and Communications in Medicine (DICOM. We have validated the proposed concept in an integrated demonstrator OR.

Mapping service quality : measuring and comparing quality of experience and quality of service for Internet-based map services

OpenAIRE

Eriksén, Sara; Eliasson, Charlott; Fiedler, Markus; Chevul, Stefan; Ekelin, Annelie

2007-01-01

In this paper, we present an on-going research project in which we are focusing on examining how users of map-based services on-line experience the quality of these services when the traffic load is high, and how the users' experiences of acceptable or not acceptable quality can be related to measurable parameters which can be used to manage network traffic and improve technical solutions. The project is a multi- and interdisciplinary project in cooperation between researchers within human wo...

A Web Service Monitoring System for the Enterprise

Directory of Open Access Journals (Sweden)

Coimbatore S. Chandersekaran

2012-04-01

Full Text Available An enterprise that uses web services for the conduct of business can benefit from computer-based monitoring for its normal course of business. Services that are unavailable, delayed, inadequate, and/or provide poor or delayed information flow, all hinder or prevent the normal course of business. In extreme cases they may prevent business from being conducted. The proper performance of the service-oriented approach, the communication flow and the services themselves directly equate to the health and vitality of the enterprise. By health we mean, availability, performance, integrity, and reliability of web services. This paper reviews an agent based approach for web service monitoring in an enterprise environment. The agents create and collect information about the services. The paper also provides a definition of events that need to be monitored and the elements that should be recorded. Some information about critical events is time critical and should be sent as alerts to monitoring personnel for review and possible action. These processes are currently being implemented in a major defense enterprise.

Fault Isolation and quality assessment for shipboard monitoring

DEFF Research Database (Denmark)

Lajic, Zoran; Nielsen, Ulrik Dam; Blanke, Mogens

2010-01-01

system and to improve multi-sensor data fusion for the particular system. Fault isolation is an important part of the fault tolerant design for in-service monitoring and decision support systems for ships. In the paper, a virtual example of fault isolation will be presented. Several possible faults...... will be simulated and isolated using residuals and the generalized likelihood ratio (GLR) algorithm. It will be demonstrated that the approach can be used to increase accuracy of sea state estimations employing sensor fusion quality test....

Quality assurance in individual monitoring of ionizing radiation

International Nuclear Information System (INIS)

Julius, H.W.

1988-01-01

In todays world, where competition gets tougher, there is a growing consciousness of Quality Assurance (QA) and Quality Control (QC) being key elements to success. This does not only apply o manufacturing of industrial products, it is equally true for public services. Because of the increasing awareness in our modern societies of the quality of life and hence of optimal health care and general safety, it is also the general public that calls for 'products' of the highest possible quality. Good examples of the latter are the continuously improving safety standards for automobiles, for medical diagnostic imaging and for the working environment. Therefore, QA unquestionably plays a vital role in individual monitoring of ionizing radiation, especially since the media talked so many into some sort of radiation phobia. In the following an attempt is made to roughly outline some aspects that may come into play if QA is applied to routine personnel dosimetry. The author wants to emphasize that the subject, which has hardly been dealt with in the professional literature on radiation dosimetry, is a rather 'soft' one. There may be a large number of different approaches to QA, depending on special local situations and individual - sometimes national - views. It should therefore be considered as a general guide, provided in the form of (check)lists containing items of interest in routine monitoring

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

Quality Customer Service Action Plan

International Nuclear Information System (INIS)

2008-12-01

Since its establishment in 1992 the RPII has been committed to the provision of high quality services to its customers. This report outlines how the RPII will work towards providing a high quality service to our customers and the standards we aim for in the provision of our services

40 CFR 130.4 - Water quality monitoring.

Science.gov (United States)

2010-07-01

... QUALITY PLANNING AND MANAGEMENT § 130.4 Water quality monitoring. (a) In accordance with section 106(e)(1...; developing and reviewing water quality standards, total maximum daily loads, wasteload allocations and load... 40 Protection of Environment 21 2010-07-01 2010-07-01 false Water quality monitoring. 130.4...

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.

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.

Outcomes sensitive to nursing service quality in ambulatory cancer chemotherapy: Systematic scoping review.

Science.gov (United States)

Griffiths, Peter; Richardson, Alison; Blackwell, Rebecca

2012-07-01

There is long standing interest in identifying patient outcomes that are sensitive to nursing care and an increasing number of systems that include outcomes in order to demonstrate or monitor the quality of nursing care. We undertook scoping reviews of the literature in order to identify patient outcomes sensitive to the quality of nursing services in ambulatory cancer chemotherapy settings to guide the development of an outcomes-based quality measurement system. A 2-stage scoping review to identify potential outcome areas which were subsequently assessed for their sensitivity to nursing was carried out. Data sources included the Cochrane Library, Medline, Embase, the British Nursing Index, Google and Google scholar. We identified a broad range of outcomes potentially sensitive to nursing. Individual trials support many nursing interventions but we found relatively little clear evidence of effect on outcomes derived from systematic reviews and no evidence associating characteristics of nursing services with outcomes. The purpose of identifying a set of outcomes as specifically nurse-sensitive for quality measurement is to give clear responsibility and create an expectation of strong clinical leadership by nurses in terms of monitoring and acting on results. It is important to select those outcomes that nurses have most impact upon. Patient experience, nausea, vomiting, mucositis and safe medication administration were outcome areas most likely to yield sensitive measures of nursing service quality in ambulatory cancer chemotherapy. Copyright © 2011 Elsevier Ltd. All rights reserved.

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…

E-Procurement Service Quality in Malaysia

Directory of Open Access Journals (Sweden)

Sharifah Latifah binti Syed A. Kadir

2016-12-01

Full Text Available The electronic government in Malaysia has fully adopted and developed the applications and practices of ICTs, in order to provide better online services in enhancing the credibility of government. In order to understand service quality issues within this new delivery channel, this paper investigates E-procurement portal/websites’ through the use of E-Service-Quality (E-S-QUAL and E-Recovery Service-Quality (E- RecS-QUAL scales by using a questionnaire survey distributed to 400 respondents. The collected data was analysed using Smart PLS 3.0 to test the relationship between efficiency, system availability and privacy, responsiveness and contact. The results show that both E-S-QUAL and E-RecS-QUAL strongly influence perceived service quality and behavioural intentions. In addition, the evidence of perceived ser- vice quality on its role as a mediator of was significant. The findings constitute an empirical contribution to the extension of literature in the application of the electronic service quality.

Robust GPS autonomous signal quality monitoring

Science.gov (United States)

Ndili, Awele Nnaemeka

The Global Positioning System (GPS), introduced by the U.S. Department of Defense in 1973, provides unprecedented world-wide navigation capabilities through a constellation of 24 satellites in global orbit, each emitting a low-power radio-frequency signal for ranging. GPS receivers track these transmitted signals, computing position to within 30 meters from range measurements made to four satellites. GPS has a wide range of applications, including aircraft, marine and land vehicle navigation. Each application places demands on GPS for various levels of accuracy, integrity, system availability and continuity of service. Radio frequency interference (RFI), which results from natural sources such as TV/FM harmonics, radar or Mobile Satellite Systems (MSS), presents a challenge in the use of GPS, by posing a threat to the accuracy, integrity and availability of the GPS navigation solution. In order to use GPS for integrity-sensitive applications, it is therefore necessary to monitor the quality of the received signal, with the objective of promptly detecting the presence of RFI, and thus provide a timely warning of degradation of system accuracy. This presents a challenge, since the myriad kinds of RFI affect the GPS receiver in different ways. What is required then, is a robust method of detecting GPS accuracy degradation, which is effective regardless of the origin of the threat. This dissertation presents a new method of robust signal quality monitoring for GPS. Algorithms for receiver autonomous interference detection and integrity monitoring are demonstrated. Candidate test statistics are derived from fundamental receiver measurements of in-phase and quadrature correlation outputs, and the gain of the Active Gain Controller (AGC). Performance of selected test statistics are evaluated in the presence of RFI: broadband interference, pulsed and non-pulsed interference, coherent CW at different frequencies; and non-RFI: GPS signal fading due to physical blockage and

Modern control system of quality of services of public catering

Directory of Open Access Journals (Sweden)

Lavrova Larisa Jur'evna

2015-12-01

Full Text Available The modern control system of quality of services of public catering as the instrument of management of safety is effective and legitimate. In article changes in requirements of normative documents are considered. Interdisciplinary mechanisms of implementation of requirements of normative documents are described. Uniform approaches between marketing and quality management regarding monitoring of satisfaction of consumers are determined. Results of researches of the organization of collection of information about degree of satisfaction of consumers are described. Knowledge, necessary for the staff of catering establishments, and skills regarding development, introduction and maintenance of quality management system in activity of the enterprises of food are established.

EXPLORATORY STUDY REGARDING THE QUALITY ASSESSEMENT OF SERVICES OFFERED BY AN AUTO REPAIR SHOP IN CLUJ-NAPOCA

Directory of Open Access Journals (Sweden)

- -

2012-07-01

Full Text Available The quality of services should be treated as a resultant derived from the satisfaction of the costumers participating in the service consumption, which requires prior knowledge on the predictable behaviour and reactions of the clients to the offered services. In its turn, the service monitoring system’s design must be shaped according to these behaviours: service delivery, service delivery management and service quality control are therefore inherently subject to a double purpose: obtaining consumer satisfaction and stimulating them to seek, in the future the services of the same tender. It is obvious that, in the case services, their intangible character makes quality aspects to be rarely identified in physical or quantifiable indicators, which means that service quality measurements remains largely subjective or up to the client. As a result, each manager must choose some criteria for establishing the principles used in quality assessment and, ultimately, the practice under market competition conditions, is the one that will approve or not, on the long run those criteria, therefore the service’s quality and its adequacy for a particular customer segment.

A pervasive health monitoring service system based on ubiquitous network technology.

Science.gov (United States)

Lin, Chung-Chih; Lee, Ren-Guey; Hsiao, Chun-Chieh

2008-07-01

The phenomenon of aging society has derived problems such as shortage of medical resources and reduction of quality in healthcare services. This paper presents a system infrastructure for pervasive and long-term healthcare applications, i.e. a ubiquitous network composed of wireless local area network (WLAN) and cable television (CATV) network serving as a platform for monitoring physiological signals. Users can record vital signs including heart rate, blood pressure, and body temperature anytime either at home or at frequently visited public places in order to create a personal health file. The whole system was formally implemented in December 2004. Analysis of 2000 questionnaires indicates that 85% of users were satisfied with the provided community-wide healthcare services. Among the services provided by our system, health consultation services offered by family doctors was rated the most important service by 17.9% of respondents, and was followed by control of one's own health condition (16.4% of respondents). Convenience of data access was rated most important by roughly 14.3% of respondents. We proposed and implemented a long-term healthcare system integrating WLAN and CATV networks in the form of a ubiquitous network providing a service platform for physiological monitoring. This system can classify the health levels of the resident according to the variation tendency of his or her physiological signal for important reference of health management.

Non-intrusive Quality Analysis of Monitoring Data

CERN Document Server

Brightwell, M; Suwalska, Anna

2010-01-01

Any large-scale operational system running over a variety of devices requires a monitoring mechanism to assess the health of the overall system. The Technical Infrastructure Monitoring System (TIM) at CERN is one such system, and monitors a wide variety of devices and their properties, such as electricity supplies, device temperatures, liquid flows etc. Without adequate quality assurance, the data collected from such devices leads to false-positives and false-negatives, reducing the effectiveness of the monitoring system. The quality must, however, be measured in a non-intrusive way, so that the critical path of the data flow is not affected by the quality computation. The quality computation should also scale to large volumes of incoming data. To address these challenges, we develop a new statistical module, which monitors the data collected by TIM and reports its quality to the operators. The statistical module uses Oracle RDBMS as the underlying store, and builds hierarchical summaries on the basic events ...

Information for mental health systems: an instrument for policy-making and system service quality.

Science.gov (United States)

Lora, A; Lesage, A; Pathare, S; Levav, I

2017-08-01

Information is crucial in mental healthcare, yet it remains undervalued by stakeholders. Its absence undermines rationality in planning, makes it difficult to monitor service quality improvement, impedes accountability and human rights monitoring. For international organizations (e.g., WHO, OECD), information is indispensable for achieving better outcomes in mental health policies, services and programs. This article reviews the importance of developing system level information with reference to inputs, processes and outputs, analyzes available tools for collecting and summarizing information, highlights the various goals of information gathering, discusses implementation issues and charts the way forward. Relevant publications and research were consulted, including WHO studies that purport to promote the use of information systems to upgrade mental health care in high- and low-middle income countries. Studies have shown that once information has been collected by relevant systems and analyzed through indicator schemes, it can be put to many uses. Monitoring mental health services, represents a first step in using information. In addition, studies have noted that information is a prime resource in many other areas such as evaluation of quality of care against evidence based standards of care. Services data may support health services research where it is possible to link mental health data with other health and non-health databases. Information systems are required to carefully monitor involuntary admissions, restrain and seclusion, to reduce human rights violations in care facilities. Information has been also found useful for policy makers, to monitor the implementation of policies, to evaluate their impact, to rationally allocate funding and to create new financing models. Despite its manifold applications, Information systems currently face many problems such as incomplete recording, poor data quality, lack of timely reporting and feedback, and limited

[Quality of service provided to heart surgery patients of the Unified Health System-SUS].

Science.gov (United States)

Borges, Juliana Bassalobre Carvalho; Carvalho, Sebastião Marcos Ribeiro de; Silva, Marcos Augusto de Moraes

2010-01-01

To evaluate the service quality provided to heart surgery patients during their hospital stay, identifying the patient's expectations and perceptions. To associate service quality with: gender, age and the use of extracorporeal circulation. We studied 82 elective heart surgery patients (52.4% females and 47.6% males), operated by midsternal thoracotomy, age: 31 to 83 years (60.4 +/- 13.2 years); period: March to September 2006. Service quality was evaluated in two instances: the expectations at pre-operative and the perceptions of the service received on the 6th post-operative; through the application of the modified SERVQUAL scale (SERVQUAL-Card). The result was obtained by the difference of the sum of the scores on perception minus those of the expectations, and through statistical analysis. The SERVQUAL-Card scale was statistically validated, showing adequate level of internal consistency. We found a higher frequency of myocardial revascularization 55 (67.0%); first heart surgery 72 (87.8%) and the use of ECC 69 (84.1%). We noticed high mean values for expectations and perceptions with significant results (Pquality of service with: gender, in empathy (P= 0.04) and age, in reliability (P = 0.02). There was no significant association between ECC and quality of service. Service quality was satisfactory. The patient demonstrated a high expectation to hospital medical service. Women present a higher perception of quality in empathy and younger people in reliability. The use of ECC is not related to service quality in this sample. The data obtained in this study suggest that the quality of this health service can be monitored through the periodical application of the SERVQUAL scale.

Improving ELM-Based Service Quality Prediction by Concise Feature Extraction

Directory of Open Access Journals (Sweden)

Yuhai Zhao

2015-01-01

Full Text Available Web services often run on highly dynamic and changing environments, which generate huge volumes of data. Thus, it is impractical to monitor the change of every QoS parameter for the timely trigger precaution due to high computational costs associated with the process. To address the problem, this paper proposes an active service quality prediction method based on extreme learning machine. First, we extract web service trace logs and QoS information from the service log and convert them into feature vectors. Second, by the proposed EC rules, we are enabled to trigger the precaution of QoS as soon as possible with high confidence. An efficient prefix tree based mining algorithm together with some effective pruning rules is developed to mine such rules. Finally, we study how to extract a set of diversified features as the representative of all mined results. The problem is proved to be NP-hard. A greedy algorithm is presented to approximate the optimal solution. Experimental results show that ELM trained by the selected feature subsets can efficiently improve the reliability and the earliness of service quality prediction.

Incentive regulation regarding the service quality of electricity and natural gas network operators in 2015. Follow-up Report, January 2017

International Nuclear Information System (INIS)

2017-01-01

The tariffs set by the French Energy Regulation Commission (CRE) for natural gas distribution system operators (DSOs), natural gas transmission system operators (TSOs) as well as for the electricity distribution system operator (Enedis, former ERDF) include an incentive regulation regarding the quality of service. The CRE has defined indicators to monitor the performance of operators in several fields considered relevant to assess the quality of service. Some of these indicators, considered to have specific importance in ensuring that the market operates properly, are subject to a system of financial incentives: bonuses or penalties are given to operators depending on the attainment of objectives set by the CRE. Other indicators, which do not carry financial incentives, complete the mechanism and ensure a broader surveillance of the operators' service quality. A financial incentive may be applied to these indicators at a later date if the CRE deems it necessary. The analyses of the service quality monitoring indicators presented in this report cover the period from January 1 to December 31, 2015. A review of the service quality of DSOs, TSOs and Enedis is made according to these indicators. An annex contains all individual quality reports of Enedis, DSOs and TSOs

Development of internet service for airborne dust monitor

International Nuclear Information System (INIS)

Jakowiuk, A.

2006-01-01

During use of the system for acquisition and presentation of measuring data from dust monitors AMIZ-2004G, it became evident that creation of an internet service should be very useful. The task of such a service would be presentation of the idea of dust monitoring system that was put into operation, as well as presentation of measuring results from already existing measuring stations. Such an internet service was created and is accessible now on web page www.amiz.ajaksoft.com.pl. Description of the dust monitoring system, instruction how to operate the program for acquisition of measured data, operating instruction of the monitor AMIZ-2004G, and leaflets of the system can also be found there

E-Services quality assessment framework for collaborative networks

Science.gov (United States)

Stegaru, Georgiana; Danila, Cristian; Sacala, Ioan Stefan; Moisescu, Mihnea; Mihai Stanescu, Aurelian

2015-08-01

In a globalised networked economy, collaborative networks (CNs) are formed to take advantage of new business opportunities. Collaboration involves shared resources and capabilities, such as e-Services that can be dynamically composed to automate CN participants' business processes. Quality is essential for the success of business process automation. Current approaches mostly focus on quality of service (QoS)-based service selection and ranking algorithms, overlooking the process of service composition which requires interoperable, adaptable and secure e-Services to ensure seamless collaboration, data confidentiality and integrity. Lack of assessment of these quality attributes can result in e-Service composition failure. The quality of e-Service composition relies on the quality of each e-Service and on the quality of the composition process. Therefore, there is the need for a framework that addresses quality from both views: product and process. We propose a quality of e-Service composition (QoESC) framework for quality assessment of e-Service composition for CNs which comprises of a quality model for e-Service evaluation and guidelines for quality of e-Service composition process. We implemented a prototype considering a simplified telemedicine use case which involves a CN in e-Healthcare domain. To validate the proposed quality-driven framework, we analysed service composition reliability with and without using the proposed framework.

Qbox-Services: Towards a Service-Oriented Quality Platform

Science.gov (United States)

González, Laura; Peralta, Verónika; Bouzeghoub, Mokrane; Ruggia, Raúl

The data quality market is characterized by a sparse offer of tools, providing individual functionalities which have their own interest with respect to quality assessment. But interoperating among these tools remains a technical challenge because of the heterogeneity of their models and access patterns. On the other side, quality analysts require more and more integration facilities that allow them to consolidate and aggregate multiple quality measures acquired from different observations. The QBox platform, developed within the ANR Quadris project, aims at filling this gap by supplying a service-based integration infrastructure that allows interoperability among several quality tools and provides an OLAP-based quality model to support multidimensional analysis. This paper focuses on the architectural principles of this infrastructure and illustrates its use through specific examples of quality services.

Three methods to monitor utilization of healthcare services by the poor

Directory of Open Access Journals (Sweden)

Urni Farhana

2009-08-01

Full Text Available Abstract Background Achieving equity by way of improving the condition of the economically poor or otherwise disadvantaged is among the core goals of contemporary development paradigm. This places importance on monitoring outcome indicators among the poor. National surveys allow disaggregation of outcomes by socioeconomic status at national level and do not have statistical adequacy to provide estimates for lower level administrative units. This limits the utility of these data for programme managers to know how well particular services are reaching the poor at the lowest level. Managers are thus left without a tool for monitoring results for the poor at lower levels. This paper demonstrates that with some extra efforts community and facility based data at the lower level can be used to monitor utilization of healthcare services by the poor. Methods Data used in this paper came from two sources- Chakaria Health and Demographic Surveillance System (HDSS of ICDDR,B and from a special study conducted during 2006 among patients attending the public and private health facilities in Chakaria, Bangladesh. The outcome variables included use of skilled attendants for delivery and use of facilities. Rate-ratio, rate-difference, concentration index, benefit incidence ratio, sequential sampling, and Lot Quality Assurance Sampling were used to assess how pro-poor is the use of skilled attendants for delivery and healthcare facilities. Findings Poor are using skilled attendants for delivery far less than the better offs. Government health service facilities are used more than the private facilities by the poor. Benefit incidence analysis and sequential sampling techniques could assess the situation realistically which can be used for monitoring utilization of services by poor. The visual display of the findings makes both these methods attractive. LQAS, on the other hand, requires small fixed sample and always enables decision making. Conclusion With some

Three methods to monitor utilization of healthcare services by the poor

Science.gov (United States)

Bhuiya, Abbas; Hanifi, SMA; Urni, Farhana; Mahmood, Shehrin Shaila

2009-01-01

Background Achieving equity by way of improving the condition of the economically poor or otherwise disadvantaged is among the core goals of contemporary development paradigm. This places importance on monitoring outcome indicators among the poor. National surveys allow disaggregation of outcomes by socioeconomic status at national level and do not have statistical adequacy to provide estimates for lower level administrative units. This limits the utility of these data for programme managers to know how well particular services are reaching the poor at the lowest level. Managers are thus left without a tool for monitoring results for the poor at lower levels. This paper demonstrates that with some extra efforts community and facility based data at the lower level can be used to monitor utilization of healthcare services by the poor. Methods Data used in this paper came from two sources- Chakaria Health and Demographic Surveillance System (HDSS) of ICDDR,B and from a special study conducted during 2006 among patients attending the public and private health facilities in Chakaria, Bangladesh. The outcome variables included use of skilled attendants for delivery and use of facilities. Rate-ratio, rate-difference, concentration index, benefit incidence ratio, sequential sampling, and Lot Quality Assurance Sampling were used to assess how pro-poor is the use of skilled attendants for delivery and healthcare facilities. Findings Poor are using skilled attendants for delivery far less than the better offs. Government health service facilities are used more than the private facilities by the poor. Benefit incidence analysis and sequential sampling techniques could assess the situation realistically which can be used for monitoring utilization of services by poor. The visual display of the findings makes both these methods attractive. LQAS, on the other hand, requires small fixed sample and always enables decision making. Conclusion With some extra efforts monitoring of the

Perspectives for Web Service Intermediaries: How Influence on Quality Makes the Difference

Science.gov (United States)

Scholten, Ulrich; Fischer, Robin; Zirpins, Christian

In the service-oriented computing paradigm and the Web service architecture, the broker role is a key facilitator to leverage technical capabilities of loose coupling to achieve organizational capabilities of dynamic customer-provider-relationships. In practice, this role has quickly evolved into a variety of intermediary concepts that refine and extend the basic functionality of service brokerage with respect to various forms of added value like platform or market mechanisms. While this has initially led to a rich variety of Web service intermediaries, many of these are now going through a phase of stagnation or even decline in customer acceptance. In this paper we present a comparative study on insufficient service quality that is arguably one of the key reasons for this phenomenon. In search of a differentiation with respect to quality monitoring and management patterns, we categorize intermediaries into Infomediaries, e-Hubs, e-Markets and Integrators. A mapping of quality factors and control mechanisms to these categories depicts their respective strengths and weaknesses. The results show that Integrators have the highest overall performance, followed by e-Markets, e-Hubs and lastly Infomediaries. A comparative market survey confirms the conceptual findings.

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.

Wireless Sensor Network for Indoor Air Quality Monitoring

Directory of Open Access Journals (Sweden)

Jun Li

2014-06-01

Full Text Available Indoor air quality monitoring system consists of wireless sensor device, nRF24L01 wireless transceiver modules, C8051MCU, STM32103 remote monitoring platform, alarm device and data server. Distributed in the interior space of wireless sensors measure parameters of the local air quality, wireless transceiver module of the MCU to transmit data to the remote monitoring platform for analysis which displayed and stored field environment data or charts. The data collecting from wireless sensors to be send by wireless Access Point to the remote data server based on B/S architecture, intelligent terminals such as mobile phone, laptop, tablet PC on the Internet monitor indoor air quality in real-time. When site environment air quality index data exceeds the threshold in the monitoring device, the remote monitoring platform sends out the alarm SMS signal to inform user by GSM module. Indoor air quality monitoring system uses modular design method, has the portability and scalability has the low manufacture cost, real-time monitoring data and man-machine interaction.

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.

A Wireless Sensor Network-Based Approach with Decision Support for Monitoring Lake Water Quality.

Science.gov (United States)

Huang, Xiaoci; Yi, Jianjun; Chen, Shaoli; Zhu, Xiaomin

2015-11-19

Online monitoring and water quality analysis of lakes are urgently needed. A feasible and effective approach is to use a Wireless Sensor Network (WSN). Lake water environments, like other real world environments, present many changing and unpredictable situations. To ensure flexibility in such an environment, the WSN node has to be prepared to deal with varying situations. This paper presents a WSN self-configuration approach for lake water quality monitoring. The approach is based on the integration of a semantic framework, where a reasoner can make decisions on the configuration of WSN services. We present a WSN ontology and the relevant water quality monitoring context information, which considers its suitability in a pervasive computing environment. We also propose a rule-based reasoning engine that is used to conduct decision support through reasoning techniques and context-awareness. To evaluate the approach, we conduct usability experiments and performance benchmarks.

Employees' perception of the organizational climate: Its effect on service quality

Directory of Open Access Journals (Sweden)

K. K. Govender

1999-06-01

Full Text Available From a survey of a matched sample of bank employees and customers, it was ascertained that the employees' perception of the organizational climate [OCLIM] is positively associated with the customers' perception of the overall service quality [SQUAL] but not with the customers' perception of the employee service quality [EQUAL]. This implies that service firm managers should regularly survey their employees to determine their perceptions of the organization, and take necessary remedial measures to correct any misperceptions. Opsomming 'n Steekproef onder bankamptenare en kliente toon dat amptenare se persepsie van die organisatoriese klimaat (OCLIM positief korreleer met kliente se persepsie van algehele diensgehalte (SQUAL, maar me met kliente se persepsie van die amptenare se diensgehalte (EQUAL nie. Dit impliseer dat diensfirma-bestuurders hul amptenare se persepsies van organisasie gereeld moot monitor, en die nodige regstellende stappe meet neem om wanpersepsies reg te stel.

Quality policy at nuclear medicine services

International Nuclear Information System (INIS)

Gil Martinez, Eduardo Manuel; Jimenez, Tomas

2007-01-01

In the present text we comment about a Quality Policy model to establish in a Nuclear Medicine Service. The need for a strict control in every process that take place in a Nuclear Medicine Service, requires of an exact planification in terms of Quality Policy, specific to the real needs of every Service. Quality Policy must be a live Policy, with capability of changes and must be known for every workers in a Nuclear Medicine Service. Although the 'model' showed in this text is concret for a specific Service type, it must be extrapolated to any Nuclear Medicine Service with the necessary changes (au)

Monitoring ARC services with GangliARC

International Nuclear Information System (INIS)

Cameron, D; Karpenko, D

2012-01-01

Monitoring of Grid services is essential to provide a smooth experience for users and provide fast and easy to understand diagnostics for administrators running the services. GangliARC makes use of the widely-used Ganglia monitoring tool to present web-based graphical metrics of the ARC computing element. These include statistics of running and finished jobs, data transfer metrics, as well as showing the availability of the computing element and hardware information such as free disk space left in the ARC cache. Ganglia presents metrics as graphs of the value of the metric over time and shows an easily-digestable summary of how the system is performing, and enables quick and easy diagnosis of common problems. This paper describes how GangliARC works and shows numerous examples of how the generated data can quickly be used by an administrator to investigate problems. It also presents possibilities of combining GangliARC with other commonly-used monitoring tools such as Nagios to easily integrate ARC monitoring into the regular monitoring infrastructure of any site or computing centre.

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.

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.

Autonomous nutrient detection for water quality monitoring

OpenAIRE

Maher, Damien; Cleary, John; Cogan, Deirdre; Diamond, Dermot

2012-01-01

The ever increasing demand for real time environmental monitoring is currently being driven by strong legislative and societal drivers. Low cost autonomous environmental monitoring systems are required to meet this demand as current monitoring solutions are insufficient. This poster presents an autonomous nutrient analyser platform for water quality monitoring. Results from a field trial of the nutrient analyser are reported along with current work to expand the range of water quality targ...

Headache service quality

DEFF Research Database (Denmark)

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

2016-01-01

, 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...

Perceived Service Quality models: Are They Still Relevant?

OpenAIRE

Polyakova, Olga; Mirza, Mohammed T.

2015-01-01

This paper reviews the concept of perceived service quality and provides an update to the body of service quality knowledge. It consolidates the pathway of perceived service quality concept, from its emergence to the research model’s development. It also critically reviews service characteristics as prerequisites of perceived service quality conceptualisation. The examination of six perceived service quality models is intended to identify a superior model that could be used by further researc...

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.

Transport services quality measurment using SERVQUAL model

Directory of Open Access Journals (Sweden)

Maksimović Mlađan V.

2017-01-01

Full Text Available Quality in the world is considered to be the most important phenomenon of our age, with a permanent and irreversible growing trend of its emphasis. Many companies have come to the conclusion that high quality of services can provide them with a potential competitive advantage, leading to superior sales results and profit making. The aim of this paper is to test the applicability of service SERVQUAL dimensions and measure the quality of services in the public transport of passengers. Based on the data obtained by researching the views of public transport users in Kragujevac using the SERVQUAL methodology and statistical analysis based on defined service quality dimensions, this research will show the level of quality of urban transport services in Kragujevac and based on this, make recommendations for improving the quality of service.

Automated monitoring of recovered water quality

Science.gov (United States)

Misselhorn, J. E.; Hartung, W. H.; Witz, S. W.

1974-01-01

Laboratory prototype water quality monitoring system provides automatic system for online monitoring of chemical, physical, and bacteriological properties of recovered water and for signaling malfunction in water recovery system. Monitor incorporates whenever possible commercially available sensors suitably modified.

Service quality and clinical outcomes: an example from mental health rehabilitation services in England.

Science.gov (United States)

Killaspy, Helen; Marston, Louise; Omar, Rumana Z; Green, Nicholas; Harrison, Isobel; Lean, Melanie; Holloway, Frank; Craig, Tom; Leavey, Gerard; King, Michael

2013-01-01

Current health policy assumes better quality services lead to better outcomes. To investigate the relationship between quality of mental health rehabilitation services in England, local deprivation, service user characteristics and clinical outcomes. Standardised tools were used to assess the quality of mental health rehabilitation units and service users' autonomy, quality of life, experiences of care and ratings of the therapeutic milieu. Multiple level modelling investigated relationships between service quality, service user characteristics and outcomes. A total of 52/60 (87%) National Health Service trusts participated, comprising 133 units and 739 service users. All aspects of service quality were positively associated with service users' autonomy, experiences of care and therapeutic milieu, but there was no association with quality of life. Quality of care is linked to better clinical outcomes in people with complex and longer-term mental health problems. Thus, investing in quality is likely to show real clinical gains.

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

Cultural values and health service quality in China.

Science.gov (United States)

Polsa, Pia; Fuxiang, Wei; Sääksjärvi, Maria; Shuyuan, Pei

2013-01-01

Several service quality studies show how cultural features may influence the way service quality is perceived. However, few studies specifically describe culture's influence on health service quality. Also, there are few studies that take into account patients' health service quality perceptions. This article seeks to present a first step to fill these gaps by examining patients' cultural values and their health service quality assessments. The study draws on published work and applies its ideas to Chinese healthcare settings. Data consist of hospital service perceptions in the People's Republic of China (PRC), a society that is socially, economically and culturally undergoing major changes. In total, 96 patients were surveyed. Data relationships were tested using partial least square (PLS) analysis. Findings show that Chinese patients' cultural values and their health service assessments are related and that the cultural values themselves seem to be changing. Additionally, further analyses provided interesting results pointing to which cultural values influenced service quality perceptions. The strongest service quality predictor was power distance. The sample is relatively small and collected from only one major hospital in China. Therefore, future research should extend the sample size and scope. Follow-up research could also include cross-cultural investigations of perceived health service quality to substantiate cultural influences on health service quality perceptions. In line with similar research in other contexts, the study confirms that power distance has a significant relationship with service quality perceptions. The study contributes to existing health service literature by offering patients' views on health service quality and by describing relationships between health service perceptions and cultural values--the study's main contribution.

Components of Managing the Quality of Customer Service

Directory of Open Access Journals (Sweden)

Vovk Viktoriia M.

2017-12-01

Full Text Available The aim of the article is to clarify the essence of the concept “service quality”, identify the key criteria affecting the assessment of service quality, and find the points of intersection between the capabilities of the manufacturer and the preferences of the consumer in the process of improving the service quality. In the article the author’s interpretation of the category of service quality is proposed. The carried out research allowed to identify the stages of the service process and offer the criteria for assessing the quality of customer service. Studying the possibilities of enterprises in terms of customer service quality and the preferences of customers themselves allowed to create a model for managing the quality of customer service, which enables taking into account the interaction of the producer and the customer in the process of improving the service quality. Prospects for further research in this area are the testing of the theoretical model for managing the quality of customer service on practical material in a particular industry.

Analyzing e-service quality in service-based website by E-SERVQUAL

Directory of Open Access Journals (Sweden)

Babak Nemati

2012-04-01

Full Text Available Over the past two decades, two-way communication via web-based exchanges has been a popular method for different activities such as electronic transaction, publication, broadcasting, and other service applications. However, it is always necessary to measure the performance quality of web services using different technique such as e-SERVQUAL model. The proposed study of this paper uses this technique for measuring the quality of Iranian university e-services. The proposed study distributes a standard questionnaire among students who use this service through internet. The results indicate that only efficiency and online service quality in the e-service system are desirable. Managerial implications are represented.

Rethinking Student Services: Assessing and Improving Service Quality.

Science.gov (United States)

Zammuto, Raymond F.; And Others

1996-01-01

A study investigated the quality of services in four student enrollment services administrative sub-units (recruiting, admissions, records and registration, financial aid) at a public comprehensive university, using student and staff evaluations and program evaluations. Specific changes needed to improve service delivery are identified and…

Periodicity of TLD badge personnel monitoring service in India

International Nuclear Information System (INIS)

Kher, R.K.; Joshi, V.D.; Kaushik, Aruna; Sharma, Amiy; Chatterjee, S.

2003-01-01

The periodicity of an individual monitoring service is an important aspect. Presently minimum period for TLD badge service is maintained as 'calendar month' and choice of quarterly service is also offered. The periodicity of the TLD service for a given category/application type of institution, is to be fixed taking into account level of average occupational doses in all or typical institutions of given category and other information indicating the status of safety and possible fluctuations of exposure levels and potential for overexposure cases. This paper presents the status on the periodicity of TLD Badge Service as is evolved and adopted for the four broad categories i.e. DAE (Nuclear Fuel Cycle) Institutions, Industrial, Medical, Research institutions. It is concluded that quarterly service is a convenient option for institution categories where type of work/workload, and work practices are such that occupational exposures could be normally kept below about one mSv or so in the monitoring period, average annual dose less than 1 mSv and persons receiving annual dose >10 mSv is less than 1% of total in the category. Also, the judicious use of the flexibility in the periodicity of TLD Badge service would help (i) to keep the monitoring related workload to the optimum for the monitoring units and (ii) to keep the expenses incurred by the institution towards monitoring to the minimum without sacrificing radiation safety (iii) to focus the extra monitoring efforts on the applications/situations requiring improvement in radiation safety. (author)

Service Quality Strategy: Implementation in Algarve Hotels

OpenAIRE

Carlos J. F. Cândido

2010-01-01

This chapter addresses the problem of service quality strategy implementation and undertakes a tentative validation of three models. The first focuses on service quality, as a function of quality gaps, while the second and third ones examine strategy implementation. The models aim to help to explain how to implement a service quality strategy that simultaneously avoids quality gaps and resistance to change. Sample data has been collected through questionnaires distributed within the p...

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…

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...

Monitoring Quality Across Home Visiting Models: A Field Test of Michigan's Home Visiting Quality Assurance System.

Science.gov (United States)

Heany, Julia; Torres, Jennifer; Zagar, Cynthia; Kostelec, Tiffany

2018-06-05

Introduction In order to achieve the positive outcomes with parents and children demonstrated by many home visiting models, home visiting services must be well implemented. The Michigan Home Visiting Initiative developed a tool and procedure for monitoring implementation quality across models referred to as Michigan's Home Visiting Quality Assurance System (MHVQAS). This study field tested the MHVQAS. This article focuses on one of the study's evaluation questions: Can the MHVQAS be applied across models? Methods Eight local implementing agencies (LIAs) from four home visiting models (Healthy Families America, Early Head Start-Home Based, Parents as Teachers, Maternal Infant Health Program) and five reviewers participated in the study by completing site visits, tracking their time and costs, and completing surveys about the process. LIAs also submitted their most recent review by their model developer. The researchers conducted participant observation of the review process. Results Ratings on the MHVQAS were not significantly different between models. There were some differences in interrater reliability and perceived reliability between models. There were no significant differences between models in perceived validity, satisfaction with the review process, or cost to participate. Observational data suggested that cross-model applicability could be improved by assisting sites in relating the requirements of the tool to the specifics of their model. Discussion The MHVQAS shows promise as a tool and process to monitor implementation quality of home visiting services across models. The results of the study will be used to make improvements before the MHVQAS is used in practice.

Implantation and application of a quality control program in a mammography service

Energy Technology Data Exchange (ETDEWEB)

Santos, Camilly A.; Almeida, Claudio D.; Coutinho, Celia M.C., E-mail: camilly@bolsista.ird.gov.br, E-mail: claudio@ird.gov.br, E-mail: celia@ird.gov.br [Instituto de Radioprotecao e Dosimetria (IRD/CNEN-RJ), Rio de Janeiro, RJ (Brazil)

2013-07-01

The objective of this work is to adapt and implement a technical program of quality control, on a mammography service within a university hospital. After the training of the technical staff of the Service to perform the tests, a series of evaluations was performed and some preliminary results were obtained such as the creation of habits to visually monitor and evaluate mammography and make decisions for solve the problems. They also identified the need to change the image plates for present non removable artifacts after cleaning.

Implantation and application of a quality control program in a mammography service

International Nuclear Information System (INIS)

Santos, Camilly A.; Almeida, Claudio D.; Coutinho, Celia M.C.

2013-01-01

The objective of this work is to adapt and implement a technical program of quality control, on a mammography service within a university hospital. After the training of the technical staff of the Service to perform the tests, a series of evaluations was performed and some preliminary results were obtained such as the creation of habits to visually monitor and evaluate mammography and make decisions for solve the problems. They also identified the need to change the image plates for present non removable artifacts after cleaning

Reliability and Utility of the Behaviour Support Plan Quality Evaluation Tool (BSP-QEII) for Auditing and Quality Development in Services for Adults with Intellectual Disability and Challenging Behaviour

Science.gov (United States)

McVilly, K.; Webber, L.; Paris, M.; Sharp, G.

2013-01-01

Background: Having an objective means of evaluating the quality of behaviour support plans (BSPs) could assist service providers and statutory authorities to monitor and improve the quality of support provided to people with intellectual disability (ID) who exhibit challenging behaviour. The Behaviour Support Plan Quality Evaluation Guide II…

Quality assurance and quality control for Hydro-Quebec's ambient air monitoring networks

International Nuclear Information System (INIS)

Lambert, M.; Varfalvy, L.

1993-01-01

Hydro Quebec has three ambient air monitoring networks to determine the contribution of some of its thermal plants to ambient air quality. They are located in Becancour (gas turbines), Iles-de-la-Madeleine (diesel), and Tracy (conventional oil-fired). To ensure good quality results and consistency between networks, a quality assurance/quality control program was set up. A description is presented of the ambient air quality monitoring network and the quality assurance/quality control program. A guide has been created for use by the network operators, discussing objectives of the individual network, a complete description of each network, field operation for each model of instrument in use, treatment of data for each data logger in use, global considerations regarding quality assurance and control, and reports. A brief overview is presented of the guide's purpose and contents, focusing on the field operation section and the sulfur dioxide and nitrogen oxide monitors. 6 figs., 1 tab

Improving and monitoring air quality.

Science.gov (United States)

DuPont, André

2018-05-01

Since the authorization of the Clean Air Act Amendments of 1990, the air quality in the USA has significantly improved because of strong public support. The lessons learned over the last 25 years are being shared with the policy analysts, technical professionals, and scientist who endeavor to improve air quality in their communities. This paper will review how the USA has achieved the "high" standard of air quality that was envisioned in the early 1990s. This document will describe SO 2 gas emission reduction technology and highlight operation of emission monitoring technology. This paper describes the basic process operation of an air pollution control scrubber. A technical review of measures required to operate and maintain a large-scale pollution control system will be described. Also, the author explains how quality assurance procedures in performance of continuous emission monitoring plays a significant role in reducing air pollution.

Multileaf collimator performance monitoring and improvement using semiautomated quality control testing and statistical process control

International Nuclear Information System (INIS)

Létourneau, Daniel; McNiven, Andrea; Keller, Harald; Wang, An; Amin, Md Nurul; Pearce, Jim; Norrlinger, Bernhard; Jaffray, David A.

2014-01-01

Purpose: High-quality radiation therapy using highly conformal dose distributions and image-guided techniques requires optimum machine delivery performance. In this work, a monitoring system for multileaf collimator (MLC) performance, integrating semiautomated MLC quality control (QC) tests and statistical process control tools, was developed. The MLC performance monitoring system was used for almost a year on two commercially available MLC models. Control charts were used to establish MLC performance and assess test frequency required to achieve a given level of performance. MLC-related interlocks and servicing events were recorded during the monitoring period and were investigated as indicators of MLC performance variations. Methods: The QC test developed as part of the MLC performance monitoring system uses 2D megavoltage images (acquired using an electronic portal imaging device) of 23 fields to determine the location of the leaves with respect to the radiation isocenter. The precision of the MLC performance monitoring QC test and the MLC itself was assessed by detecting the MLC leaf positions on 127 megavoltage images of a static field. After initial calibration, the MLC performance monitoring QC test was performed 3–4 times/week over a period of 10–11 months to monitor positional accuracy of individual leaves for two different MLC models. Analysis of test results was performed using individuals control charts per leaf with control limits computed based on the measurements as well as two sets of specifications of ±0.5 and ±1 mm. Out-of-specification and out-of-control leaves were automatically flagged by the monitoring system and reviewed monthly by physicists. MLC-related interlocks reported by the linear accelerator and servicing events were recorded to help identify potential causes of nonrandom MLC leaf positioning variations. Results: The precision of the MLC performance monitoring QC test and the MLC itself was within ±0.22 mm for most MLC leaves

Multileaf collimator performance monitoring and improvement using semiautomated quality control testing and statistical process control.

Science.gov (United States)

Létourneau, Daniel; Wang, An; Amin, Md Nurul; Pearce, Jim; McNiven, Andrea; Keller, Harald; Norrlinger, Bernhard; Jaffray, David A

2014-12-01

High-quality radiation therapy using highly conformal dose distributions and image-guided techniques requires optimum machine delivery performance. In this work, a monitoring system for multileaf collimator (MLC) performance, integrating semiautomated MLC quality control (QC) tests and statistical process control tools, was developed. The MLC performance monitoring system was used for almost a year on two commercially available MLC models. Control charts were used to establish MLC performance and assess test frequency required to achieve a given level of performance. MLC-related interlocks and servicing events were recorded during the monitoring period and were investigated as indicators of MLC performance variations. The QC test developed as part of the MLC performance monitoring system uses 2D megavoltage images (acquired using an electronic portal imaging device) of 23 fields to determine the location of the leaves with respect to the radiation isocenter. The precision of the MLC performance monitoring QC test and the MLC itself was assessed by detecting the MLC leaf positions on 127 megavoltage images of a static field. After initial calibration, the MLC performance monitoring QC test was performed 3-4 times/week over a period of 10-11 months to monitor positional accuracy of individual leaves for two different MLC models. Analysis of test results was performed using individuals control charts per leaf with control limits computed based on the measurements as well as two sets of specifications of ± 0.5 and ± 1 mm. Out-of-specification and out-of-control leaves were automatically flagged by the monitoring system and reviewed monthly by physicists. MLC-related interlocks reported by the linear accelerator and servicing events were recorded to help identify potential causes of nonrandom MLC leaf positioning variations. The precision of the MLC performance monitoring QC test and the MLC itself was within ± 0.22 mm for most MLC leaves and the majority of the

[Quality management is associated with high quality services in health care].

Science.gov (United States)

Nielsen, Tenna Hassert; Riis, Allan; Mainz, Jan; Jensen, Anne-Louise Degn

2013-12-09

In these years, quality management has been the focus in order to meet high quality services for the patients in Danish health care. This article provides information on quality management and quality improvement and it evaluates its effectiveness in achieving better organizational structures, processes and results in Danish health-care organizations. Our findings generally support that quality management is associated with high quality services in health care.

A Two-Year Water Quality Monitoring Curriculum.

Science.gov (United States)

Glazer, Richard B.; And Others

The Environmental Protection Agency developed this curriculum to train technicians to monitor water quality. Graduates of the program should be able to monitor municipal, industrial, and commercial discharges; test drinking water for purity; and determine quality of aquatic environments. The program includes algebra, communication skills, biology,…

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.

Sentinel-1 provides ice drift observations for Copernicus Marine Environment Monitoring Service (CMEMS)

DEFF Research Database (Denmark)

Toudal Pedersen, Leif; Saldo, Roberto

are matched every month in the processing system.The quality of the ice drift vectors are routinely verified against GPS locations of drift buoys and the RMS difference between the baseline product available through the Copernicus Marine Environment Monitoring Service data portal and GPS drifters is ~500......Sea ice drift information with an accuracy that allows also ice deformation (divergence, shear, vorticity) to be derived is being operationally generated in the Copernicus Marine Environment Monitoring Service (CMEMS).The method is based on 2-dimensional digital cross correlation where subsections......View project in 2007 when large volumes of ENVISAT ASAR images of the Polar regions became available during the International Polar Year. A dataset of daily ice drift vectors of the Polar Regions (North and South) is now available covering the time period from 2007 to the present time.In 2009 the processing...

Service models for remote healthcare monitoring systems.

Science.gov (United States)

Moorman, Bridget A

2010-01-01

These scenarios reflect where the future is heading for remote health monitoring technology and service expectations. Being able to manage a "system of systems" with timely service hand-off over seams of responsibility and system interfaces will become very important for a BMET or clinical engineer. These interfaces will include patient homes, clinician homes, commercial/civilian infrastructure, public utilities, vendor infrastructure as well as internal departmental domains. Concurrently, technology is changing rapidly resulting in newer software delivery modes and hardware appliances as well as infrastructure changes. Those who are able to de-construct the complex systems and identify infrastructure assumptions and seams of servicing responsibility will be able to better understand and communicate the expectations for service of these systems. Moreover, as identified in Case 1, prodigious use of underlying system monitoring tools (managing the "meta-data") could move servicing of these remote systems from a reactive approach to a proactive approach. A prepared healthcare organization will identify their current and proposed future service combination use cases and design service philosophies and expectations for those use cases, while understanding the infrastructure assumptions and seams of responsibility. This is the future of technical service to the healthcare clinicians and patients.

A Robust Optimization Approach for Improving Service Quality

OpenAIRE

Andreas C. Soteriou; Richard B. Chase

2000-01-01

Delivering high quality service during the service encounter is central to competitive advantage in service organizations. However, achieving such high quality while controlling for costs is a major challenge for service managers. The purpose of this paper is to present an approach for addressing this challenge. The approach entails developing a model linking service process operational variables to service quality metrics to provide guidelines for service resource allocation. The approach en...

Service quality in alcohol treatment: a research note.

Science.gov (United States)

Resnick, Sheilagh M; Griffiths, Mark D

2011-01-01

The purpose of this paper is to evaluate service quality in a UK privately funded alcohol treatment clinic. Data were gathered via interviews with two groups of participants using the SERVQUAL questionnaire. The first group comprised 32 patients and the second 15 clinic staff. The SERVQUAL instrument measures service quality expectations and perceptions across five service dimensions and identifies gaps between service expectations and perceptions of what was delivered. Patients' service quality expectations were exceeded on four of five dimensions. However, staff members felt services fell below expectations on four of five dimensions with the "reliability" service dimension emerging as the common service element falling below expectations for both participant groups. It was concluded that achieving consistent service delivery and increasing empathy between staff and patients improves overall service quality perceptions. The paper relies on self-report methods from a relatively small number of individuals. There have been limited research studies measuring alcohol treatment service quality in the private sector.

Impact of an evaluation quality program of mammography service of Distrito Federal - Brasil

International Nuclear Information System (INIS)

Correa, Rosangela da Silveira

2002-01-01

Cancer is the second cause of death for Brazilian women and breast cancer is the most common neoplasm amongst women. Mammography is an essential tool for diagnosis and early detection of this disease. In order to be effective, the mammography must be of good quality. This study sought to evaluate the quality of these services in the Federal District and the impact of an intervention involving inspection and education. The universe of 41 mammography services in the Federal District was studied between June and August 2001. Two instruments were used 1) a proposed evaluation protocol of the National Agency for Health Surveillance (ANVISA) and 2) a protocol for evaluation of image quality and care. The intervention included the initial inspection, a training activity, and a formal notification by the health authorities of the Federal District. Image quality was compared before and after the intervention. The existing infrastructure in the DF is of good quality, but the services have low productivity, they do not treat patients sent by the public health system, they have an inadequate geographic distribution with most in the central neighborhood, and the low income female population has restricted access to early detection of cancer. Of the 36 services who completed the study, none was above 90% conformity in image quality before the interventions, whereas 10 were above 90% afterwards. The greatest improvements were in chassis maintenance (services without chassis with defects went from 10 to 25), breast compression (services in conformity went from 7 to 20) and visualization of micro calcifications (32 services in conformity before and 35 afterwards). The results of the ANVISA protocol bore no relation to final image quality, a central issue for early cancer detection. In spite of the existence of many services, most were not of quality and population access was restricted. The intervention under study was shown to be effective for improving quality, nevertheless

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)

Experiencing health care service quality: through patients' eyes.

Science.gov (United States)

Schembri, Sharon

2015-02-01

The primary aim of the present study was to consider health care service quality from the patients' perspective, specifically through the patient's eyes. A narrative analysis was performed on 300 patient stories. This rigorous analysis of patient stories is designed to identify and describe health care service quality through patients' eyes in an authentic and accurate, experiential manner. The findings show that there are variant and complex ways that patients experience health care service quality. Patient stories offer an authentic view of the complex ways that patients experience health care service quality. Narrative analysis is a useful tool to identify and describe how patients experience health care service quality. Patients experience health care service quality in complex and varying ways.

Design and implementation air quality monitoring robot

Science.gov (United States)

Chen, Yuanhua; Li, Jie; Qi, Chunxue

2017-01-01

Robot applied in environmental protection can break through the limitations in working environment, scope and mode of the existing environmental monitoring and pollution abatement equipments, which undertake the innovation and improvement in the basin, atmosphere, emergency and pollution treatment facilities. Actually, the relevant technology is backward with limited research and investment. Though the device companies have achieved some results in the study on the water quality monitoring, pipeline monitoring and sewage disposal, this technological progress on the whole is still much slow, and the mature product has not been formed. As a result, the market urges a demand of a new type of device which is more suitable for environmental protection on the basis of robot successfully applied in other fields. This paper designs and realizes a tracked mobile robot of air quality monitoring, which can be used to monitor air quality for the pollution accident in industrial parks and regular management.

Progress and lessons learned from water-quality monitoring networks

Science.gov (United States)

Myers, Donna N.; Ludtke, Amy S.

2017-01-01

Stream-quality monitoring networks in the United States were initiated and expanded after passage of successive federal water-pollution control laws from 1948 to 1972. The first networks addressed information gaps on the extent and severity of stream pollution and served as early warning systems for spills. From 1965 to 1972, monitoring networks expanded to evaluate compliance with stream standards, track emerging issues, and assess water-quality status and trends. After 1972, concerns arose regarding the ability of monitoring networks to determine if water quality was getting better or worse and why. As a result, monitoring networks adopted a hydrologic systems approach targeted to key water-quality issues, accounted for human and natural factors affecting water quality, innovated new statistical methods, and introduced geographic information systems and models that predict water quality at unmeasured locations. Despite improvements, national-scale monitoring networks have declined over time. Only about 1%, or 217, of more than 36,000 US Geological Survey monitoring sites sampled from 1975 to 2014 have been operated throughout the four decades since passage of the 1972 Clean Water Act. Efforts to sustain monitoring networks are important because these networks have collected information crucial to the description of water-quality trends over time and are providing information against which to evaluate future trends.

On the move to business alignment of service monitoring requirements

NARCIS (Netherlands)

de Alencar Silva, P.; Weigand, H.; van Sinderen, M.; Johnson, P.S.; de Alencar Silva, P.

2011-01-01

Current service monitoring capabilities have been not designed in alignment with business needs. We argue that service monitoring should be primarily thought of as an economic concern, with proper needs being elicited on the business strategy level and further drilled down to process and IT services

DEVELOPMENT OF REMOTE TOOLS TO ASSESS THE EFFECTIVENESS AND QUALITY OF CAR SERVICE ENTERPRISES WORK

Directory of Open Access Journals (Sweden)

Vladimir Kozlovskiy

2017-09-01

Full Text Available The paper is updated development problem of remote tools to assess the effectiveness and work quality of the corporate car service enterprises. This paper presents the author’s methodology of activity estimation car service enterprises based on corporate information reflecting the report on the production activities of the service company. Specialized information system has been developed and implemented based on the proposed methodology. Specialized information system is the analytical tool for assessing the activities of enterprises the brand network of car service, for one of the largest national carmakers. The aim of research is development and realization of a monitoring system for certain areas of the car service work that significantly affect the quality process of the maintenance service. In addition, the paper is devoted to solving urgent issues of collection and processing of real data on warranty defects of cars.

CODAS object monitoring service

International Nuclear Information System (INIS)

Wheatley, M.R.; Rainford, M.

2001-01-01

The primary Control and Data Acquisition System (CODAS) of JET is based on a TCP/IP network of more than 150 computers. The CODAS computers provide the JET machine control and data acquisition for over 70,000 digital and analog signals. The Object Monitoring Service (OMS) is used by applications for monitoring objects for presentation to the JET machine operators and for the operation of individual software components (such as valve state, access control, mimic definition changes and internal data distribution). Each server typically handles connections from around 60 clients monitoring upwards of 2000 objects. Some servers have over 150 clients and 5000 objects. Acquisition libraries are dynamically linked into a running server as required either to acquire data values for objects or to forward requests to other OMS servers. A mechanism involving dynamic linking allows new libraries to be integrated without stopping or changing running software. OMS provides a very reliable and highly successful 'data-type independent' means of monitoring many different objects. It allows applications to take advantage of new data sources, without the need to change existing code

Employee quality, monitoring environment and internal control

Directory of Open Access Journals (Sweden)

Chunli Liu

2017-03-01

Full Text Available We investigate the effect of internal control employees (ICEs on internal control quality. Using special survey data from Chinese listed firms, we find that ICE quality has a significant positive influence on internal control quality. We examine the effect of monitoring on this result and find that the effect is more pronounced for firms with strict monitoring environments, especially when the firms implement the Chinese internal control regulation system (CSOX, have higher institutional ownership or attach greater importance to internal control. Our findings suggest that ICEs play an important role in the design and implementation of internal control systems. Our study should be of interest to both top managers who wish to improve corporate internal control quality and regulators who wish to understand the mechanisms of internal control monitoring.

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.

Employee quality, monitoring environment and internal control

OpenAIRE

Chunli Liu; Bin Lin; Wei Shu

2017-01-01

We investigate the effect of internal control employees (ICEs) on internal control quality. Using special survey data from Chinese listed firms, we find that ICE quality has a significant positive influence on internal control quality. We examine the effect of monitoring on this result and find that the effect is more pronounced for firms with strict monitoring environments, especially when the firms implement the Chinese internal control regulation system (CSOX), have higher institutional ow...

Experienced and potential medical tourists' service quality expectations.

Science.gov (United States)

Guiry, Michael; Scott, Jeannie J; Vequist, David G

2013-01-01

The paper's aim is to compare experienced and potential US medical tourists' foreign health service-quality expectations. Data were collected via an online survey involving 1,588 US consumers engaging or expressing an interest in medical tourism. The sample included 219 experienced and 1,369 potential medical tourists. Respondents completed a SERVQUAL questionnaire. Mann-Whitney U-tests were used to determine significant differences between experienced and potential US medical tourists' service-quality expectations. For all five service-quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) experienced medical tourists had significantly lower expectations than potential medical tourists. Experienced medical tourists also had significantly lower service-quality expectations than potential medical tourists for 11 individual SERVQUAL items. Results suggest using experience level to segment medical tourists. The study also has implications for managing medical tourist service-quality expectations at service delivery point and via external marketing communications. Managing medical tourists' service quality expectations is important since expectations can significantly influence choice processes, their experience and post-consumption behavior. This study is the first to compare experienced and potential US medical tourist service-quality expectations. The study establishes a foundation for future service-quality expectations research in the rapidly growing medical tourism industry.

Benchmarking and monitoring framework for interconnected file synchronization and sharing services

DEFF Research Database (Denmark)

Mrówczyński, Piotr; Mościcki, Jakub T.; Lamanna, Massimo

2018-01-01

computing and storage infrastructure in the research labs. In this work we present a benchmarking and monitoring framework for file synchronization and sharing services. It allows service providers to monitor the operational status of their services, understand the service behavior under different load...... types and with different network locations of the synchronization clients. The framework is designed as a monitoring and benchmarking tool to provide performance and robustness metrics for interconnected file synchronization and sharing services such as Open Cloud Mesh....

Improving consistency and quality of service delivery: implications for the addiction treatment field.

Science.gov (United States)

Knott, Anne Marie; Corredoira, Rafael; Kimberly, John

2008-09-01

Addiction treatment providers face serious problems in delivering consistent, high-quality services over time. Among those providers with multiple treatment sites, there is also intersite variability. This is a serious problem in the addiction field, likely to be made worse as new technologies are introduced and/or as there is industry consolidation (Corredoira, R., Kimberly, J. (2006) Industry evolution through consolidation: Implications for addiction treatment. Journal of Substance Abuse Treatment 31, 255-265.). Although serious, these problems in managing and monitoring to assure consistent service quality have been faced by many other industries. Here, we review evidence from research in other industries regarding three different forms of management (vertical integration, franchising, and licensing) across a chain of individual service providers. We show how each management form affects the level, consistency, and improvement of service delivery over time. In addition, we discuss how such performance advantages affect customer demand as well as regulatory endorsement of the consolidated firm and its approach.

Continuous water-quality monitoring to improve lake management at Lake Mattamuskeet National Wildlife Refuge

Science.gov (United States)

Michelle Moorman; Tom Augspurger

2016-01-01

The U.S. Fish and Wildlife Service has partnered with U.S. Geological Survey to establish 2 continuous water-quality monitoring stations at Lake Mattamuskeet. Stations on the east and west side of the lake measure water level, clarity, dissolved oxygen, pH, temperature, salinity, and conductivity.

The process approach to service quality management

OpenAIRE

Kamila Kowalik; Dorota Klimecka-Tatar

2018-01-01

In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relat...

[Quality assurance in occupational health services].

Science.gov (United States)

Michalak, J

1996-01-01

The general conditions influencing the quality assurance and audit in Polish occupational health services are presented. The factors promoting or hampering the implementation of quality assurance and audits are also discussed. The major influence on the transformation of Polish occupational health services in exorted by employers who are committed to cover the costs of the obligatory prophylactic examination of their employees. This is the factor which also contributes to the improvement of quality if services. The definitions of the most important terms are reviewed to highlight their accordance with the needs of occupational health services in Poland. The examples of audit are presented and the elements of selected methods of auditing are suggested to be adopted in Poland.

Service quality of diagnostic fine needle aspiration cytology in a tertiary care hospital of lahore

International Nuclear Information System (INIS)

Rizvi, Z.; Usmani, R.A.; Zahra, T.; Rasool, H.; Rizvi, A.

2017-01-01

therapeutic and diagnostic procedures in public hospitals should be routinely monitored from the patient's point of view as most aspects of service quality in public hospitals of Pakistan, require improvements. In this manner patient's satisfaction regarding use of services in public hospitals can be made better. (author)

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

African Journals Online (AJOL)

The strategic importance of service excellence for service industries places the focus on service quality leadership, service quality management systems, service quality dimensions and the measurement of service quality. Many businesses such as private higher education institutions (PHEIs) regard service quality ...

Advanced monitoring of wastewater quality: data collection and data quality assurance

DEFF Research Database (Denmark)

Alferes, Janelcy; Lamaire-Chad, C.; Chhetri, Ravi Kumar

and in evaluating the impact of discharges on the receiving water bodies. As measurements are carried out under arduous conditions, practical implementation of such monitoring systems entails several challenges, and automation of data collection and data quality assessment has been recognised as a critical issue....... In this paper, a data quality assessment strategy is presented to achieve efficient water quality monitoring in real-world scenarios. Next to practical aspects concerning installation and maintenance of sensors, the paper also presents a software tool aimed at assessing the quality of the data being collected....... In this paper, results showed the successful implementation of the proposed strategy for collection of water quality data at the inlet of a wastewater treatment plant....

On the Move to Business-Driven Alignment of Service Monitoring Requirements

OpenAIRE

Alencar Silva , Patrício ,; Weigand , Hans

2011-01-01

Part 2: Full Papers; International audience; Current service monitoring capabilities have been not designed in alignment with business needs. We argue that service monitoring should be primarily thought of as an economic concern, with proper needs being elicited on the business strategy level and further drilled down to process and IT services management layers. Monitoring needs and capabilities should be designed independently from each other and exposed as abstract monitoring interfaces for...

SeaDataNet network services monitoring: Definition and Implementation of Service availability index

Science.gov (United States)

Lykiardopoulos, Angelos; Mpalopoulou, Stavroula; Vavilis, Panagiotis; Pantazi, Maria; Iona, Sissy

2014-05-01

SeaDataNet (SDN) is a standardized system for managing large and diverse data sets collected by the oceanographic fleets and the automatic observation systems. The SeaDataNet network is constituted of national oceanographic data centres of 35 countries, active in data collection. SeaDataNetII project's objective is to upgrade the present SeaDataNet infrastructure into an operationally robust and state-of-the-art infrastructure; therefore Network Monitoring is a step to this direction. The term Network Monitoring describes the use of system that constantly monitors a computer network for slow or failing components and that notifies the network administrator in case of outages. Network monitoring is crucial when implementing widely distributed systems over the Internet and in real-time systems as it detects malfunctions that may occur and notifies the system administrator who can immediately respond and correct the problem. In the framework of SeaDataNet II project a monitoring system was developed in order to monitor the SeaDataNet components. The core system is based on Nagios software. Some plug-ins were developed to support SeaDataNet modules. On the top of Nagios Engine a web portal was developed in order to give access to local administrators of SeaDataNet components, to view detailed logs of their own service(s). Currently the system monitors 35 SeaDataNet Download Managers, 9 SeaDataNet Services, 25 GeoSeas Download Managers and 23 UBSS Download Managers . Taking advantage of the continuous monitoring of SeaDataNet system components a total availability index will be implemented. The term availability can be defined as the ability of a functional unit to be in a state to perform a required function under given conditions at a given instant of time or over a given time interval, assuming that the required external resources are provided. Availability measures can be considered as a are very important benefit becauseT - The availability trends that can be

Health laboratories in the Tanga region of Tanzania: the quality of diagnostic services for malaria and other communicable diseases

DEFF Research Database (Denmark)

Ishengoma, D R S; Rwegoshora, R T; Mdira, K Y

2009-01-01

Although critical for good case management and the monitoring of health interventions, the health-laboratory services in sub-Saharan Africa are grossly compromised by poor infrastructures and a lack of trained personnel, essential reagents and other supplies. The availability and quality of diagn......Although critical for good case management and the monitoring of health interventions, the health-laboratory services in sub-Saharan Africa are grossly compromised by poor infrastructures and a lack of trained personnel, essential reagents and other supplies. The availability and quality...... of diagnostic services in 37 health laboratories in three districts of the Tanga region of Tanzania have recently been assessed. The results of the survey, which involved interviews with health workers, observations and a documentary review, revealed that malaria accounted for >50% of admissions and out...

Deformation integrity monitoring for GNSS positioning services including local, regional and large scale hazard monitoring - the Karlsruhe approach and software(MONIKA)

Science.gov (United States)

Jaeger, R.

2007-05-01

GNSS-positioning services like SAPOS/ascos in Germany and many others in Europe, America and worldwide, usually yield in a short time their interdisciplinary and country-wide use for precise geo-referencing, replacing traditional low order geodetic networks. So it becomes necessary that possible changes of the reference stations' coordinates are detected ad hoc. The GNSS-reference-station MONitoring by the KArlsruhe approach and software (MONIKA) are designed for that task. The developments at Karlsruhe University of Applied Sciences in cooperation with the State Survey of Baden-Württemberg are further motivated by a the official resolution of the German state survey departments' association (Arbeitsgemeinschaft der Vermessungsverwaltungen Deutschland (AdV)) 2006 on coordinate monitoring as a quality-control duty of the GNSS-positioning service provider. The presented approach can - besides the coordinate control of GNSS-positioning services - also be used to set up any GNSS-service for the tasks of an area-wide geodynamical and natural disaster-prevention service. The mathematical model of approach, which enables a multivariate and multi-epochal design approach, is based on the GNSS-observations input of the RINEX-data of the GNSS service, followed by fully automatic processing of baselines and/or session, and a near-online setting up of epoch-state vectors and their covariance-matrices in a rigorous 3D network adjustment. In case of large scale and long-term monitoring situations, geodynamical standard trends (datum-drift, plate-movements etc.) are accordingly considered and included in the mathematical model of MONIKA. The coordinate-based deformation monitoring approach, as third step of the stepwise adjustments, is based on the above epoch-state vectors, and - splitting off geodynamics trends - hereby on a multivariate and multi-epochal congruency testing. So far, that no other information exists, all points are assumed as being stable and congruent reference

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…

Evaluating service quality in the Durban freight transportation industry

Directory of Open Access Journals (Sweden)

Jeevarathnam P. Govender

2011-11-01

Full Text Available This paper evaluates service quality in the Durban freight transportation industry, in which a high degree of competition exists. Previous measurements of service quality in the industry have been casual gauges, rather than a formalised process. This paper makes a contribution by examining the level of service quality, specifically from a tangibles, reliability and responsiveness perspective, thereby identifying service quality gaps which need to be closed, with a view to raising service quality levels in the industry. The SERVQUAL instrument has been used to measure service quality levels administered to 500 of the industry’s active customers, i.e. organisations utilising the services of the freight transportation industry. The targeted respondents were managers responsible for logistics in their organisations. It was found that gaps existed between expectations and perceptions of service quality on 14 of the 15 measured items. Recommendations are made as to how the industry can improve its service quality levels.

Exploring the relationship between service quality and customer satisfaction in postal financial service

Directory of Open Access Journals (Sweden)

Steven K Msosa

2015-09-01

Full Text Available Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty

Air Quality Monitoring Programme

DEFF Research Database (Denmark)

Kemp, K.; Palmgren, F.

The air quality in Danish cities has been monitored continuously since 1982 within the Danish Air Quality (LMP) network. The aim has been to follow the concentration levels of toxic pollutants in the urban atmosphere and to provide the necessary knowledge to assess the trends, to perform source...... apportionment, and to evaluate the chemical reactions and the dispersion of the pollutants in the atmosphere. In 2002 the air quality was measured in four Danish cities and at two background sites. NO2 and PM10 were at several stations found in concentrations above the new EU limit values, which the Member...

Quality and Safety of Home ICP Monitoring Compared with In-Hospital Monitoring

DEFF Research Database (Denmark)

Andresen, Morten; Juhler, Marianne; Munch, Tina Nørgaard

2012-01-01

Introduction: Intracranial pressure (ICP) monitoring is usually conducted in-hospital using stationary devices. Modern mobile ICP monitoring systems present new monitoring possibilities more closely following the patients' daily life. We reviewed patient safety, quality of technical data...

Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry

Directory of Open Access Journals (Sweden)

Gwo-Hshiung Tzeng

2011-09-01

Full Text Available As the global economy becomes a service oriented economy, food service accounts for over 20% of service revenue, with an annual growth rate of more than 3%. Compared to physical products, service features are invisible, and the production and sale occurs simultaneously. There is not easy to measure the performance of service. Therefore, the service quality of catering services is considered to be an important topic of service management. According Market Intelligence & Consulting Institute (MIC to apply blog text analyzing to point out top 10 restaurants of blog in Taiwan, what it’s popular restaurant in food service industries. This paper attempts to identify both the importance and performance of restaurant service quality in the Taiwan food service industry using the SERVQUAL and IPA model. We can conclude with certainty that three methods (SERVQUAL, IF and IPA are able to explain significant amount of service quality. At the same time, the service quality factors of IPA model had more comprehensive consideration in comparison to those of SERVQUAL and IF.

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…

The ALICE data quality monitoring

International Nuclear Information System (INIS)

Haller, B von; Roukoutakis, F; Chapeland, S; Carena, F; Carena, W; Barroso, V Chibante; Costa, F; Divia, R; Fuchs, U; Makhlyueva, I; Schossmaier, K; Soos, C; Vyvre, P Vande; Altini, V

2010-01-01

ALICE is one of the four experiments installed at the CERN Large Hadron Collider (LHC), especially designed for the study of heavy-ion collisions. The online Data Quality Monitoring (DQM) is an important part of the data acquisition (DAQ) software. It involves the online gathering, the analysis by user-defined algorithms and the visualization of monitored data. This paper presents the final design, as well as the latest and coming features, of the ALICE's specific DQM software called AMORE (Automatic MonitoRing Environment). It describes the challenges we faced during its implementation, including the performances issues, and how we tested and handled them, in particular by using a scalable and robust publish-subscribe architecture.We also review the on-going and increasing adoption of this tool amongst the ALICE collaboration and the measures taken to develop, in synergy with their respective teams, efficient monitoring modules for the sub-detectors. The related packaging and release procedure needed by such a distributed framework is also described. We finally overview the wide range of usages people make of this framework, and we review our own experience, before and during the LHC start-up, when monitoring the data quality on both the sub-detectors and the DAQ side in a real-world and challenging environment.

Air Quality Monitoring System and Benchmarking

DEFF Research Database (Denmark)

Liu, Xiufeng; Nielsen, Per Sieverts

2017-01-01

Air quality monitoring has become an integral part of smart city solutions. This paper presents an air quality monitoring system based on Internet of Things (IoT) technologies, and establishes a cloud-based platform to address the challenges related to IoT data management and processing capabilit...... capabilities, including data collection, storage, analysis, and visualization. In addition, this paper also benchmarks four state-of-the-art database systems to investigate the appropriate technologies for managing large-scale IoT datasets....

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.

Introducing quality improvement management methods into primary health care services in Uganda.

Science.gov (United States)

Omaswa, F; Burnham, G; Baingana, G; Mwebesa, H; Morrow, R

1996-01-01

Uganda's National Quality Assurance Program was established in 1994 to monitor the process of decentralization of primary health care services. Guidelines were developed to address problems (e.g., in obtaining health funds channeled through local government) identified at district meetings. Bringing together District Health Teams with local administrators and political leaders to share responsibility for strengthening health services has been a significant program achievement. A smoother functioning referral system from health units to district hospitals has resulted. The response to a measles outbreak in the Arua district in 1993-94 confirmed the utility of the quality management approach. Weaknesses in the district cold chain, problems with diagnostic accuracy, and a poorly functioning information system were identified as key causative factors, and corrective action in these areas led to a subsequent decline in measles cases. Patient dissatisfaction with long waiting times at Masaka Hospital was another concern addressed through the quality assurance approach. Five salient areas were identified for action: low health worker morale, supply shortages, inadequate supervision by hospital management, poor patient flow, and inefficient drug dispensing. As a result, long delays were eliminated and utilization of hospital outpatient services increased by 28%.

Monitoring Users' Satisfactions of the NOAA NWS Climate Products and Services

Science.gov (United States)

Horsfall, F. M.; Timofeyeva, M. M.; Dixon, S.; Meyers, J. C.

2011-12-01

The NOAA's National Weather Service (NWS) Climate Services Division (CSD) ensures the relevance of NWS climate products and services. There are several ongoing efforts to identify the level of user satisfaction. One of these efforts includes periodical surveys conducted by Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI), which is "the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States" (http://www.cfigroup.com/acsi/overview.asp). The CFI Group conducted NWS Climate Products and Services surveys in 2004 and 2009. In 2010, a prominent routine was established for a periodical assessment of the customer satisfaction. From 2010 onward, yearly surveys will cover major climate services products and services. An expanded suite of climate products will be surveyed every other year. Each survey evaluated customer satisfaction with a range of NWS climate services, data, and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data and forecast products and services. The survey results provide insight into the NWS climate customer base and their requirements for climate services. They also evaluate whether we are meeting the needs of customers and the ease of their understanding for routine climate services, forecasts, and outlooks. In addition, the evaluation of specific topics, such as NWS forecast product category names, probabilistic nature of climate products, interpretation issues, etc., were addressed to assess how our users interpret prediction terminology. This paper provides an analysis of the following products: hazards, extended-range, long-lead and drought outlooks, El Nino Southern Oscillation monitoring and predictions as well as local climate data products. Two key issues make comparing the different surveys challenging, including the

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.

Data quality assurance in monitoring of wastewater quality: Univariate on-line and off-line methods

DEFF Research Database (Denmark)

Alferes, J.; Poirier, P.; Lamaire-Chad, C.

To make water quality monitoring networks useful for practice, the automation of data collection and data validation still represents an important challenge. Efficient monitoring depends on careful quality control and quality assessment. With a practical orientation a data quality assurance proce...

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.

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=…

Dynamic selection mechanism for quality of service aware web services

Science.gov (United States)

D'Mello, Demian Antony; Ananthanarayana, V. S.

2010-02-01

A web service is an interface of the software component that can be accessed by standard Internet protocols. The web service technology enables an application to application communication and interoperability. The increasing number of web service providers throughout the globe have produced numerous web services providing the same or similar functionality. This necessitates the use of tools and techniques to search the suitable services available over the Web. UDDI (universal description, discovery and integration) is the first initiative to find the suitable web services based on the requester's functional demands. However, the requester's requirements may also include non-functional aspects like quality of service (QoS). In this paper, the authors define a QoS model for QoS aware and business driven web service publishing and selection. The authors propose a QoS requirement format for the requesters, to specify their complex demands on QoS for the web service selection. The authors define a tree structure called quality constraint tree (QCT) to represent the requester's variety of requirements on QoS properties having varied preferences. The paper proposes a QoS broker based architecture for web service selection, which facilitates the requesters to specify their QoS requirements to select qualitatively optimal web service. A web service selection algorithm is presented, which ranks the functionally similar web services based on the degree of satisfaction of the requester's QoS requirements and preferences. The paper defines web service provider qualities to distinguish qualitatively competitive web services. The paper also presents the modelling and selection mechanism for the requester's alternative constraints defined on the QoS. The authors implement the QoS broker based system to prove the correctness of the proposed web service selection mechanism.

On Quality of Service Management

National Research Council Canada - National Science Library

Lee, Chen

1999-01-01

A quality of service (QoS) management framework for systems is presented that satisfies application needs along multiple dimensions such as timeliness, reliability, cryptographic security and other application specific quality requirements...

Integral quality programs for radiodiagnostics Services

International Nuclear Information System (INIS)

Alastuey, F.; Barranco, C.; Marco, R.; Perez, C.; Sanchez, J.; Pardo, J.; Madrid, G.

1993-01-01

The aim of the work entitled ''Integral Quality Programs for Radiodiagnostics Services'' is to present the experience accumulated over the past 10 years by the Radiodiagnostics Service of C.M.E. Ramon y Cajal in Zaragoza. The term ''integral quality'' will be defined conceptually in order to differentiate it from the classical quality control which refers exclusively to the control of radiology equipment. The problem will be reviewed from the historical point of view and a basic, homologated model, contrasted on the basis of the work of these 10 years, is proposed mainly to serve as the backbone for the working system in a Radiodiagnostics Service. (Author) 46 ref

Quality assurance of radiation protection monitoring instruments in India

International Nuclear Information System (INIS)

Tripathi, S.M.; Daniel, Liji; Rao, Suresh; Sharma, D.N.

2008-01-01

Bhabha Atomic Research Centre (BARC) is the National Metrology Institute (NMI) for developing, maintaining and disseminating standards for ionizing radiation in India. Radiation Safety Systems Division (RSSD) of BARC has the requisite infrastructure in the form of experts, trained manpower, laboratories, equipment and facilities for providing calibration services to users and ascertaining traceability to international standards. It periodically participates in various international inter-comparisons. RSSD maintains reference radiation fields that are required for calibrating Radiation Protection Monitoring Instruments that form the backbone of the radiation monitoring programme for harnessing the benefits of nuclear energy and ionizing radiations. These instruments are type-tested and periodically calibrated at standard reference radiation fields to ensure their healthy working condition and fitness for their intended use. This paper describes the details of the standardization procedures adopted for reference radiation fields and infrastructure established and maintained at RSSD, BARC in accordance with the recommendations of ISO-4037. The paper describes the various tests that are carried out for radiation protection monitoring instrument to study the variation of the calibration factor with influencing quantities like linearity of response, energy response, angular dependence and overload characteristics. The results of these tests for typical instruments are also discussed. The present work also describes various types of indigenously developed radiation protection monitoring instruments and their performance characteristics. Adaptability of these instruments for the implementation of operational quantities are discussed briefly. It also dwells on the IAEA Quality Audit for radiation protection level calibrations, which RSSD has been participating since 2001. Our results of the quality audit are well within the acceptance limit (±7%) set by IAEA for the

The ALICE data quality monitoring system

International Nuclear Information System (INIS)

Haller, B von; Telesca, A; Chapeland, S; Carena, F; Carena, W; Barroso, V Chibante; Costa, F; Denes, E; Divià, R; Fuchs, U; Simonetti, G; Soós, C; Vyvre, P Vande

2011-01-01

ALICE (A Large Ion Collider Experiment) is the heavy-ion detector designed to study the physics of strongly interacting matter and the quark-gluon plasma at the CERN Large Hadron Collider (LHC). The online Data Quality Monitoring (DQM) is a key element of the Data Acquisition's software chain. It provide shifters with precise and complete information to quickly identify and overcome problems, and as a consequence to ensure acquisition of high quality data. DQM typically involves the online gathering, the analysis by user-defined algorithms and the visualization of monitored data. This paper describes the final design of ALICE'S DQM framework called AMORE (Automatic MOnitoRing Environment), as well as its latest and coming features like the integration with the offline analysis and reconstruction framework, a better use of multi-core processors by a parallelization effort, and its interface with the eLogBook. The concurrent collection and analysis of data in an online environment requires the framework to be highly efficient, robust and scalable. We will describe what has been implemented to achieve these goals and the procedures we follow to ensure appropriate robustness and performance. We finally review the wide range of usages people make of this framework, from the basic monitoring of a single sub-detector to the most complex ones within the High Level Trigger farm or using the Prompt Reconstruction and we describe the various ways of accessing the monitoring results. We conclude with our experience, before and after the LHC startup, when monitoring the data quality in a challenging environment.

The ALICE data quality monitoring system

Science.gov (United States)

von Haller, B.; Telesca, A.; Chapeland, S.; Carena, F.; Carena, W.; Chibante Barroso, V.; Costa, F.; Denes, E.; Divià, R.; Fuchs, U.; Simonetti, G.; Soós, C.; Vande Vyvre, P.; ALICE Collaboration

2011-12-01

ALICE (A Large Ion Collider Experiment) is the heavy-ion detector designed to study the physics of strongly interacting matter and the quark-gluon plasma at the CERN Large Hadron Collider (LHC). The online Data Quality Monitoring (DQM) is a key element of the Data Acquisition's software chain. It provide shifters with precise and complete information to quickly identify and overcome problems, and as a consequence to ensure acquisition of high quality data. DQM typically involves the online gathering, the analysis by user-defined algorithms and the visualization of monitored data. This paper describes the final design of ALICE'S DQM framework called AMORE (Automatic MOnitoRing Environment), as well as its latest and coming features like the integration with the offline analysis and reconstruction framework, a better use of multi-core processors by a parallelization effort, and its interface with the eLogBook. The concurrent collection and analysis of data in an online environment requires the framework to be highly efficient, robust and scalable. We will describe what has been implemented to achieve these goals and the procedures we follow to ensure appropriate robustness and performance. We finally review the wide range of usages people make of this framework, from the basic monitoring of a single sub-detector to the most complex ones within the High Level Trigger farm or using the Prompt Reconstruction and we describe the various ways of accessing the monitoring results. We conclude with our experience, before and after the LHC startup, when monitoring the data quality in a challenging environment.

MANAGING SERVICE QUALITY

OpenAIRE

Andreea BUDEANU

2015-01-01

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 a...

Monitoring Water Quality in the Future, Volume 3: Biomonitoring

NARCIS (Netherlands)

Zwart D de; ECO

1995-01-01

In general terms the problems with the existing water quality monitoring approach concern effective and efficient monitoring strategies. In 1993 the project "Monitoring water quality in the future" started in order to address these problems which will only increase in the future. In the framework of

Measuring patient-perceived hospital service quality: a conceptual framework.

Science.gov (United States)

Pai, Yogesh P; Chary, Satyanarayana T

2016-04-18

Purpose - Although measuring healthcare service quality is not a new phenomenon, the instruments used to measure are timeworn. With the shift in focus to patient centric processes in hospitals and recognizing healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The purpose of this paper is to design a conceptual framework for measuring patient perceived hospital service quality (HSQ), based on existing service quality literature. Design/methodology/approach - Using HSQ theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure HSQ. The paper outlines patient perceived service quality dimensions. Findings - An instrument for measuring HSQ dimensions is developed and compared with other service quality measuring instruments. The latest dimensions are in line with previous studies, but a relationship dimension is added. Practical implications - The framework empowers managers to assess healthcare quality in corporate, public and teaching hospitals. Originality/value - The paper helps academics and practitioners to assess HSQ from a patient perspective.

Monitoring techniques and alarm procedures for CMS services and sites in WLCG

CERN Document Server

Molina-Perez, Jorge Amando

2012-01-01

The CMS offline computing system is composed of roughly 80 sites (including most experienced T3s) and a number of central services to distribute, process and analyze data worldwide. A high level of stability and reliability is required from the underlying infrastructure and services, partially covered by local or automated monitoring and alarming systems such as Lemon and SLS; the former collects metrics from sensors installed on computing nodes and triggers alarms when values are out of range, the latter measures the quality of service and warns managers when service is affected. CMS has established computing shift procedures with personnel operating worldwide from remote Computing Centers, under the supervision of the Computing Run Coordinator on duty at CERN. This dedicated 24/7 computing shift personnel is contributing to detect and react timely on any unexpected error and hence ensure that CMS workflows are carried out efficiently and in a sustained manner. Synergy among all the involved actors is explo...

Describing and verifying monitoring capabilities for SLA-driven service-based systems

NARCIS (Netherlands)

Comuzzi, M.; Spanoudakis, G.; Yu, E.; Eder, J.

2009-01-01

Monitoring the operation of Service Based Systems (SBS) to ensure compliance with a set of service level agreements (SLAs) for example cannot always rely on a pre-specified monitoring infrastructure, where all the information and components required for monitoring are a priori known and available.

Quality of care in reproductive health programmes: monitoring and evaluation of quality improvement.

Science.gov (United States)

Kwast, B E

1998-12-01

As 200 million women become pregnant every year, at least 30 million will develop life-threatening complications requiring emergency treatment at any level of society where they live. But it is a basic human right that pregnancy be made safe for all women as complications are mostly unpredictable. This requires reproductive health programmes which are responsive to women's and their families' needs and expectations on the one hand and enhancement of community participation, high quality obstetric services, and both provider collaboration and satisfaction on the other. Monitoring and evaluation of these facets need to be an integral part of any safe motherhood programme, not only to assess progress, but also to use this information for subsequent planning and implementation cycles of national programmes. Lessons learned from ten years' implementation of Safe Motherhood programmes indicate that process and outcome indicators are more feasible for short-term evaluation purposes than impact indicators, such as maternal mortality reduction. The former are described in this paper with relevant country examples. This is the third, and last, article in a series on quality of care in reproductive health programmes. The first (Kwast 1998a) contains an overview of concepts, assessments, barriers and improvements of quality of care. The second (Kwast 1998b) addresses education issues for quality improvement.

Quality assurance project plan for ground water monitoring activities managed by Westinghouse Hanford Company. Revision 3

International Nuclear Information System (INIS)

Stauffer, M.

1995-11-01

This quality assurance project plan (QAPP) applies specifically to the field activities and laboratory analysis performed for all RCRA groundwater projects conducted by Hanford Technical Services. This QAPP is generic in approach and shall be implemented in conjunction with the specific requirements of individual groundwater monitoring plans

Performance analysis of the TNO TLD individual monitoring service

International Nuclear Information System (INIS)

Dijk, J.W.E. van; Julius, H.W.

1990-01-01

The purpose of this study was to analyse the performance and to establish the lowest detectable occupational dose (LDOD) of the TNO TL dosemeter, in use for large scale routine individual monitoring since 1983. The TNO individual monitoring service uses three TLD reader systems and over 45000 TL dosemeters, designed to measure H s (0.07) and H p (10). Each reader system is normalised daily and each individual dosemeter is calibrated every ten readout cycles. The performance of the service is monitored by a double blind experimental set-up. A series of 10 routine dosemeters is issued every fortnight, mailed, exposed by staff not involved in the monitoring service, sent back and evaluated. The conclusion of this study is that the lowest detectable occupational dose is less than 0.04 mSv and that the integrated dose at the level of the annual dose limit is measured within 2%. (author)

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.

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, pservices 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

Evaluation Model of Tea Industry Information Service Quality

OpenAIRE

Shi , Xiaohui; Chen , Tian’en

2015-01-01

International audience; According to characteristics of tea industry information service, this paper have built service quality evaluation index system for tea industry information service quality, R-cluster analysis and multiple regression have been comprehensively used to contribute evaluation model with a high practice and credibility. Proved by the experiment, the evaluation model of information service quality has a good precision, which has guidance significance to a certain extent to e...

Measuring Service Quality in the Information Services Environment.

Science.gov (United States)

Maddox-Swan, Ruth

1998-01-01

The purpose of this research was to identify the service factors that influence judgments of customer satisfaction in the academic library/media center. The study, conducted at Florida State University examined the relative importance of these determinants of service quality and compared these results to earlier studies conducted with customers of…

Service quality in contracted facilities.

Science.gov (United States)

Rabbani, Fauziah; Pradhan, Nousheen Akber; Zaidi, Shehla; Azam, Syed Iqbal; Yousuf, Farheen

2015-01-01

The purpose of this paper is to explore the readiness of contracted and non-contracted first-level healthcare facilities in Pakistan to deliver quality maternal and neonatal health (MNH) care. A balanced scorecard (BSC) was used as the assessment framework. Using a cross-sectional study design, two rural health centers (RHCs) contracted out to Aga Khan Health Service, Pakistan were compared with four government managed RHCs. A BSC was designed to assess RHC readiness to deliver good quality MNH care. In total 20 indicators were developed, representing five BSC domains: health facility functionality, service provision, staff capacity, staff and patient satisfaction. Validated data collection tools were used to collect information. Pearson χ2, Fisher's Exact and the Mann-Whitney tests were applied as appropriate to detect significant service quality differences among the two facilities. Contracted facilities were generally found to be better than non-contracted facilities in all five BSC domains. Patients' inclination for facility-based delivery at contracted facilities was, however, significantly higher than non-contracted facilities (80 percent contracted vs 43 percent non-contracted, p=0.006). The study shows that contracting out initiatives have the potential to improve MNH care. This is the first study to compare MNH service delivery quality across contracted and non-contracted facilities using BSC as the assessment framework.

LISTENing to healthcare students: the impact of new library facilities on the quality of services.

Science.gov (United States)

Haldane, Graham C

2003-06-01

Following a low assessment of 'Learning resources' provision by the Quality Assurance Agency, the librarian of Homerton College, School of Health Studies commenced the LISTEN Project, a long-term study to monitor the effects of planned interventions on the quality of library provision. Surveys of entry-to-register student nurses & midwives were conducted in 1999 and 2001 by extensive questionnaires, inviting Likert-scaled and free text responses. Following a college relocation, students made greater than expected use of a new health studies library in Cambridge, and significantly less use of the local teaching hospital library. Using both a satisfaction index and a non-parametric test of mean scores, student evaluation of library services in Cambridge significantly improved following relocation. The physical accommodation and location of library services remain important to healthcare students. Identifiable improvements to the quality of services, however, will overcome initial resistance to change. Education providers must ensure the best mix of physical and electronic services for students who spend much of their time on clinical placement.

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,…

Renewing focus on family planning service quality globally.

Science.gov (United States)

Hancock, Nancy L; Stuart, Gretchen S; Tang, Jennifer H; Chibwesha, Carla J; Stringer, Jeffrey S A; Chi, Benjamin H

2016-01-01

Reducing the global unmet need for contraception is currently a priority for many governments, multi-lateral initiatives, non-governmental organizations, and donors. Evidence strongly suggests that the provision of quality family planning services can increase uptake, prevalence, and continuation of contraception. While an accepted framework to define the components of family planning service quality exists, translating this framework into assessment tools that are accessible, easily utilized, and valid for service providers has remained a challenge. We propose new approaches to improve the standardization and accessibility of family planning service quality assessment tools to simplify family planning service quality evaluation. With easier approaches to program evaluation, quality improvements can be performed more swiftly to help increase uptake and continuation of contraception to improve the health of women and their families.

Factor selection for service quality evaluation: a hospital case study.

Science.gov (United States)

Ameryoun, Ahmad; Najafi, Seyedvahid; Nejati-Zarnaqi, Bayram; Khalilifar, Seyed Omid; Ajam, Mahdi; Ansarimoghadam, Ahmad

2017-02-13

Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension's influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor's impact on the PSQI. Findings A new service quality dimension named "trust in services" was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital's service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. "Trust in services" has the strongest influence on PSQI followed by "tangibles," "assurance," "empathy," and "responsiveness," respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors' impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

Towards an EO-based Landslide Web Mapping and Monitoring Service

Science.gov (United States)

Hölbling, Daniel; Weinke, Elisabeth; Albrecht, Florian; Eisank, Clemens; Vecchiotti, Filippo; Friedl, Barbara; Kociu, Arben

2017-04-01

National and regional authorities and infrastructure maintainers in mountainous regions require accurate knowledge of the location and spatial extent of landslides for hazard and risk management. Information on landslides is often collected by a combination of ground surveying and manual image interpretation following landslide triggering events. However, the high workload and limited time for data acquisition result in a trade-off between completeness, accuracy and detail. Remote sensing data offers great potential for mapping and monitoring landslides in a fast and efficient manner. While facing an increased availability of high-quality Earth Observation (EO) data and new computational methods, there is still a lack in science-policy interaction and in providing innovative tools and methods that can easily be used by stakeholders and users to support their daily work. Taking up this issue, we introduce an innovative and user-oriented EO-based web service for landslide mapping and monitoring. Three central design components of the service are presented: (1) the user requirements definition, (2) the semi-automated image analysis methods implemented in the service, and (3) the web mapping application with its responsive user interface. User requirements were gathered during semi-structured interviews with regional authorities. The potential users were asked if and how they employ remote sensing data for landslide investigation and what their expectations to a landslide web mapping service regarding reliability and usability are. The interviews revealed the capability of our service for landslide documentation and mapping as well as monitoring of selected landslide sites, for example to complete and update landslide inventory maps. In addition, the users see a considerable potential for landslide rapid mapping. The user requirements analysis served as basis for the service concept definition. Optical satellite imagery from different high resolution (HR) and very high

Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters.

Science.gov (United States)

Chang, Ching-Sheng; Chen, Su-Yueh; Lan, Yi-Ting

2013-01-16

Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. Therefore, this study attempts to bridge such a gap with an evidence-based practice study. We adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses. Perception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction. According to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients' perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients' overall satisfaction in two ways: (A) interpersonal-based medical service encounter directly affects patient satisfaction, which represents a

Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

Science.gov (United States)

2013-01-01

Background Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. Therefore, this study attempts to bridge such a gap with an evidence-based practice study. Methods We adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses. Results Perception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction. Conclusions According to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients’ perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients’ overall satisfaction in two ways: (A) interpersonal-based medical service encounter directly

Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

Directory of Open Access Journals (Sweden)

Chang Ching-Sheng

2013-01-01

Full Text Available Abstract Background Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. Therefore, this study attempts to bridge such a gap with an evidence-based practice study. Methods We adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses. Results Perception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction. Conclusions According to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients’ perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients’ overall satisfaction in two ways: (A interpersonal-based medical

Air Quality System (AQS) Monitoring Network, EPA OAR OAQPS

Data.gov (United States)

U.S. Environmental Protection Agency — This GIS dataset contains points which depict air quality monitors within EPA's Air Quality System (AQS) monitoring network. This dataset is updated weekly to...

Quality control of thermoluminesce personal dose monitoring

International Nuclear Information System (INIS)

Shang Aiguo; He Wenchang; Zhao Fengtao

2006-01-01

In order to evaluate the influence factor to thermoluminesce personal dose monitoring result, the every question that can appear based on the fact was analyzed. The results show that the detector, annealing, measuring process can influence the monitoring result. It gives some measures to enhance monitoring quality. (authors)

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

Directory of Open Access Journals (Sweden)

Felix Charbatzadeh

2016-04-01

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

The trust-commitment challenge in service quality-loyalty relationships.

Science.gov (United States)

Moreira, Antonio Carrizo; Silva, Pedro Miguel

2015-01-01

The purpose of this paper is to develop and empirically test a model to examine service quality, satisfaction, trust and commitment as loyalty antecedents in a private healthcare service. The approach was tested using structural equation modelling, involving 175 patients from a private Portuguese healthcare unit, using a revised Service Quality Assessment Scale (SQAS) scale for service quality evaluation. The scale used to evaluate service quality is valid and meaningful. Service quality proved to be a multidimensional construct and relevant to build satisfaction. The path satisfaction→trust→loyalty was validated, whereas the path satisfaction→commitment→loyalty was not statistically supported. The revised SQAS scale showed good internal consistency in healthcare context. Further trust-commitment antecedents must be examined in a private healthcare landscape to generalise the findings. Healthcare quality managers must explore the service quality dimensions to generate satisfaction among their patients. Developing trust generates positive patient attitudes and loyalty. This study explores using the SQAS scale in a private healthcare context. The authors provide further evidence that service quality is an antecedent and different from satisfaction. All the measures used proved to be valid and reliable. Trust and commitment play different roles in their relationship with loyalty.

Manager personality, manager service quality orientation, and service climate: test of a model.

Science.gov (United States)

Salvaggio, Amy Nicole; Schneider, Benjamin; Nishii, Lisa H; Mayer, David M; Ramesh, Anuradha; Lyon, Julie S

2007-11-01

This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed. (c) 2007 APA

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)

Eurados self-sustained programme of intercomparisons for individual monitoring services

International Nuclear Information System (INIS)

Grimbergen, T. W. M.; Figel, M.; Romero, A. M.; Stadtmann, H.; McWhan, A. F.

2011-01-01

Within EURADOS working group 2, a system for self-sustained intercomparisons for individual monitoring services for external radiation was developed. With the intercomparison results, the participants can show compliance within their quality management system, compare their results with those from other participants and develop plans for improvement of their system. The costs of the exercises are covered by the participants fees. In this programme, the first intercomparison exercise for whole-body dosemeters has been executed in 2008 with 62 participating dosimetry systems from participants across Europe. In general, film systems show the largest deviations, although the results of some participants indicate that it is possible to achieve results with a film system with similar quality as for thermoluminescence dosimetry (TLD) systems. A second intercomparison has been organised for extremity dosemeters in 2009. For 2010 it is planned to organise a second intercomparison for whole-body dosemeters. (authors)

Quality of service regulation, q follows x

International Nuclear Information System (INIS)

Meijer, A.Th.

2005-01-01

Both the Electricity Act and Gas Act have been recently amended. One of many changes made, was the addition of a system of 'quality of service regulation' to the existing system of price cap regulation. In this article the author explores the system of quality of service regulation in the Electricity Act. Quality of service regulation aims to counterbalance the possible adverse effects of price cap regulation.The Dutch transmission and distribution systems have always been very reliable, especially compared to those in other countries. Nevertheless, the average duration of interruptions to supply per year has risen slightly in recent years. In order to ensure that price reductions will not lead to a further decrease in the quality of service the Dutch legislator has decided to incorporate the aspect of reliability into the existing system of price cap regulation. Both the Electricity Act and Gas Act provide for a system of yardstick competition, whereby good quality of service is financially rewarded and poor quality of service will lead to additional price reductions.This was achieved by incorporating a quality parameter (an extra variable) in the existing price cap formula. Also, all Distribution Network Operators (DNOs) are required to adopt a quality management system. Every other year DNOs must draw up a 'quality and capacity document' which they must publicise. In this document DNOs wilt have to demonstrate that their quality management systems are adequate. Various aspects of the system of quality of service regulation are detailed in Iower legislation by the Minister of Economic Affairs and in several decisions by the Director of DTe. In a decision of 8 October 2005 the Director of DTe adopted the method by which the quality parameter (or 'q factor') with respect to the second price control period (2004-2006) is to be determined.This decision is also referred to as the 'methode-besluit'. Distribution Network Operators (DNOs) can be penalised or rewarded by

Air Quality Monitoring Programme

DEFF Research Database (Denmark)

Kemp, K.; Palmgren, F.

The Danish Air Quality Monitoring Programme (LMP IV) has been revised in accordance with the Framework Directive and the first three daughter directives of SO2, NOx/NO2, PM10, lead, benzene, CO and ozone. PM10 samplers are under installation and the installation will be completed during 2002...

Automated Method for Monitoring Water Quality Using Landsat Imagery

Directory of Open Access Journals (Sweden)

D. Clay Barrett

2016-06-01

Full Text Available Regular monitoring of water quality is increasingly necessary to keep pace with rapid environmental change and protect human health and well-being. Remote sensing has been suggested as a potential solution for monitoring certain water quality parameters without the need for in situ sampling, but universal methods and tools are lacking. While many studies have developed predictive relationships between remotely sensed surface reflectance and water parameters, these relationships are often unique to a particular geographic region and have little applicability in other areas. In order to remotely monitor water quality, these relationships must be developed on a region by region basis. This paper presents an automated method for processing remotely sensed images from Landsat Thematic Mapper (TM and Enhanced Thematic Mapper Plus (ETM+ and extracting corrected reflectance measurements around known sample locations to allow rapid development of predictive water quality relationships to improve remote monitoring. Using open Python scripting, this study (1 provides an openly accessible and simple method for processing publicly available remote sensing data; and (2 allows determination of relationships between sampled water quality parameters and reflectance values to ultimately allow predictive monitoring. The method is demonstrated through a case study of the Ozark/Ouchita-Appalachian ecoregion in eastern Oklahoma using data collected for the Beneficial Use Monitoring Program (BUMP.

Approaches to the quality management in tourism services

Directory of Open Access Journals (Sweden)

Ida Vajčnerová

2010-01-01

Full Text Available The paper focuses on the systems of quality used in tourism services. It introduces approaches based on observing facility standards that are used in the Czech Republic in the area of accommodation and boarding services (Hotelstars, HACAP, then ISO standards of 9000 group and the systems of complex quality management. Within the frame of complex quality management it deals with the model of exceptionality EFQM (European Foundation for Quality Management and the European integrated system of quality IQM (Integrated Quality Management in more detail. The necessity to support the quality of tourism services is pointed out in the paper, as well as to create a national system of quality or possibly using already existing European systems of international character.

Quality Management of the Accounting Services

Directory of Open Access Journals (Sweden)

Baba M. C.

2009-12-01

Full Text Available Often, the accounting services are vital for the success of a business, and their quality is very important, both for the users of accounting information, as well as for the providers of services.The present paper highlights the role of the accounting services in the processes of planning, coordination and development of the management policies of the economic entities. There a re identified a series of factors which are responsible for the quality of the accounting process and for the efficiency of the activity undertaken by the accountants.

Analysis of Student Satisfaction Toward Quality of Service Facility

Science.gov (United States)

Napitupulu, D.; Rahim, R.; Abdullah, D.; Setiawan, MI; Abdillah, LA; Ahmar, AS; Simarmata, J.; Hidayat, R.; Nurdiyanto, H.; Pranolo, A.

2018-01-01

The development of higher education is very rapid rise to the tight competition both public universities and private colleges. XYZ University realized to win the competition, required continuous quality improvement, including the quality of existing service facilities. Amenities quality services is believed to support the success of the learning activities and improve user satisfaction. This study aims to determine the extent to which the quality of the services effect on user satisfaction. The research method used is survey-based questionnaire that measure perception and expectation. The results showed a gap between perception and expectations of the respondents have a negative value for each item. This means XYZ service facility at the university is not currently meet the expectations of society members. Three service facility that has the lowest index is based on the perception of respondents is a laboratory (2.56), computer and multimedia (2.63) as well as wifi network (2.99). The magnitude of the correlation between satisfaction with the quality of service facilities is 0.725 which means a strong and positive relationship. The influence of the quality of service facilities to the satisfaction of the students is 0.525 meaning that the variable quality of the services facility can explain 52.5% of the variable satisfaction. The study provided recommendations for improvements to enhance the quality of services facility at the XYZ university facilities.

A Water Quality Monitoring Programme for Schools and Communities

Science.gov (United States)

Spellerberg, Ian; Ward, Jonet; Smith, Fiona

2004-01-01

A water quality monitoring programme for schools is described. The purpose of the programme is to introduce school children to the concept of reporting on the "state of the environment" by raising the awareness of water quality issues and providing skills to monitor water quality. The programme is assessed and its relevance in the…

SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS

Directory of Open Access Journals (Sweden)

Filipa Fonseca

2010-06-01

Full Text Available The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction.

Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung city

Directory of Open Access Journals (Sweden)

Glen Robert

2009-12-01

scores. Expectation and perception score gaps in all 22 items are significant. The goodness-of-fit summary of the SEM results indicates that expectations and perceptions are positively correlated, perceptions and loyalty are positively correlated, but expectations and loyalty are not positively correlated. Conclusions The results of this research suggest that the SERVQUAL instrument is a useful measurement tool in assessing and monitoring service quality in kidney disease screening services, enabling the staff to identify where service improvements are needed from the patients' perspectives.

Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung City.

Science.gov (United States)

Lin, Deng-Juin; Li, Ya-Hsin; Pai, Jar-Yuan; Sheu, Ing-Cheau; Glen, Robert; Chou, Ming-Jen; Lee, Ching-Yi

2009-12-19

items are significant. The goodness-of-fit summary of the SEM results indicates that expectations and perceptions are positively correlated, perceptions and loyalty are positively correlated, but expectations and loyalty are not positively correlated. The results of this research suggest that the SERVQUAL instrument is a useful measurement tool in assessing and monitoring service quality in kidney disease screening services, enabling the staff to identify where service improvements are needed from the patients' perspectives.

History plotting tool for Data Quality Monitoring

International Nuclear Information System (INIS)

Giordano, D.; Le Bihan, A.-C.; Pierro, A.; De Mattia, M.

2010-01-01

The size and complexity of the CMS detector makes the Data Quality Monitoring (DQM) system very challenging. Given the high granularity of the CMS sub-detectors, several approaches and tools have been developed to monitor the detector performance closely. We describe here the History DQM, a tool allowing the detector performance monitoring over time.

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.

Analytical approaches to quality assurance and quality control in rangeland monitoring data

Science.gov (United States)

Producing quality data to support land management decisions is the goal of every rangeland monitoring program. However, the results of quality assurance (QA) and quality control (QC) efforts to improve data quality are rarely reported. The purpose of QA and QC is to prevent and describe non-sampling...

Service quality in hotel industry

OpenAIRE

Mitreva, Elizabeta; Miteva, Natasa; Saneva, Dusica

2017-01-01

Quality assessment is one of the greatest challenges of hotel industry. Given its complex nature, numerous technics help in quality measurement, assessment and management. Following this it can be achieved full quality management and with that sustainable business development to the satisfaction of all stakeholders. In service industries quality is measured according to consumers’ expectation and perception. The aim of this paper is to, through literature review, to get the importance of qual...

Linking Service Quality Attributes To Customer Satisfaction in The ...

African Journals Online (AJOL)

The purpose of the study was to determine the service quality dimensions of mobile phone services-network performance, service reliability and service accessibility, and to ex-amine the service quality/customer satisfaction link within the context of mobile phone services. An exploratory research design using a quantitative ...

Data envelopment analysis in service quality evaluation: an empirical study

Science.gov (United States)

Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid

2015-09-01

Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a non-linear programming model based on the SBM is proposed to delineate an improvement guideline and improve service quality. An empirical study is conducted to assess the applicability of the method proposed in this study. A large number of studies have used DEA as a benchmarking tool to measure service quality. These models do not propose a coherent performance evaluation construct and consequently fail to deliver improvement guidelines for improving service quality. The DEA models proposed in this study are designed to evaluate and improve service quality within a comprehensive framework and without any dependency on external data.

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.

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.

The Danish Air Quality Monitoring Programme

DEFF Research Database (Denmark)

Kemp, K.; Palmgren, F.; Manscher, O. H.

The Danish Air Quality Monitoring Programme (LMP) was started in 1982 as the first nation-wide urban air pollution monitoring programme in Denmark. The programme has been adjusted to the pollution pattern by two revisions. The present phase (LMP III) was started in 1992. This report presents...... Copenhagen the same program is con-ducted as at the street stations with the inclusion of O3. Only NO, NO2 and O3 are reported from the other rural site. Air quality limit values have been implemented in Den-mark for NO2, SO2, TSP in order to protect human health. All limit values are based on EU limit...

Health equity monitoring for healthcare quality assurance.

Science.gov (United States)

Cookson, R; Asaria, M; Ali, S; Shaw, R; Doran, T; Goldblatt, P

2018-02-01

Population-wide health equity monitoring remains isolated from mainstream healthcare quality assurance. As a result, healthcare organizations remain ill-informed about the health equity impacts of their decisions - despite becoming increasingly well-informed about quality of care for the average patient. We present a new and improved analytical approach to integrating health equity into mainstream healthcare quality assurance, illustrate how this approach has been applied in the English National Health Service, and discuss how it could be applied in other countries. We illustrate the approach using a key quality indicator that is widely used to assess how well healthcare is co-ordinated between primary, community and acute settings: emergency inpatient hospital admissions for ambulatory care sensitive chronic conditions ("potentially avoidable emergency admissions", for short). Whole-population data for 2015 on potentially avoidable emergency admissions in England were linked with neighborhood deprivation indices. Inequality within the populations served by 209 clinical commissioning groups (CCGs: care purchasing organizations with mean population 272,000) was compared against two benchmarks - national inequality and inequality within ten similar populations - using neighborhood-level models to simulate the gap in indirectly standardized admissions between most and least deprived neighborhoods. The modelled inequality gap for England was 927 potentially avoidable emergency admissions per 100,000 people, implying 263,894 excess hospitalizations associated with inequality. Against this national benchmark, 17% of CCGs had significantly worse-than-benchmark equity, and 23% significantly better. The corresponding figures were 11% and 12% respectively against the similar populations benchmark. Deprivation-related inequality in potentially avoidable emergency admissions varies substantially between English CCGs serving similar populations, beyond expected statistical

The Satellite based Monitoring Initiative for Regional Air quality (SAMIRA): Project summary and first results

Science.gov (United States)

Schneider, Philipp; Stebel, Kerstin; Ajtai, Nicolae; Diamandi, Andrei; Horalek, Jan; Nemuc, Anca; Stachlewska, Iwona; Zehner, Claus

2017-04-01

-resolution satellite products of air quality with the help of high-resolution model information. This will add value to existing earth observation products of air quality by bringing them to spatial scales that are more in line with what is generally required for studying urban and regional scale air quality. In a fifth activity, we implement robust and independent validation schemes for evaluating the quality of the generated products. Finally, in a sixth activity the consortium is working towards a pre-operational system for improved PM forecasts using observational (in situ and satellite) data assimilation. SAMIRA aims to maximize project benefits by liaison with national and regional environmental protection agencies and health institutions, as well as related ESA and European initiatives such as the Copernicus Atmosphere Monitoring Service (CAMS).

Monitoring the EGEE/WLCG grid services

International Nuclear Information System (INIS)

Duarte, A; Nyczyk, P; Retico, A; Vicinanza, D

2008-01-01

Grids have the potential to revolutionise computing by providing ubiquitous, on demand access to computational services and resources. They promise to allow for on demand access and composition of computational services provided by multiple independent sources. Grids can also provide unprecedented levels of parallelism for high-performance applications. On the other hand, grid characteristics, such as high heterogeneity, complexity and distribution create many new technical challenges. Among these technical challenges, failure management is a key area that demands much progress. A recent survey revealed that fault diagnosis is still a major problem for grid users. When a failure appears at the user screen, it becomes very difficult for the user to identify whether the problem is in the application, somewhere in the grid middleware, or even lower in the fabric that comprises the grid. In this paper we present a tool able to check if a given grid service works as expected for a given set of users (Virtual Organisation) on the different resources available on a grid. Our solution deals with grid services as single components that should produce an expected output to a pre-defined input, what is quite similar to unit testing. The tool, called Service Availability Monitoring or SAM, is being currently used by several different Virtual Organizations to monitor more than 300 grid sites belonging to the largest grids available today. We also discuss how this tool is being used by some of those VOs and how it is helping in the operation of the EGEE/WLCG grid

Service water electrochemical monitoring development at Ontario Hydro

International Nuclear Information System (INIS)

Brennenstuhl, A.M.

1994-01-01

Ontario Hydro (OH) is currently investigating the feasibility of using electrochemical techniques for the corrosion monitoring of service water systems. To date all evaluations have been carried out in a field simulator. The studies include examining the effects of; system startup after periods of stagnation, sodium hypochlorite injection, and zebra mussel settlement on metallic surfaces. Carbon steel and Type 304L stainless steel have been evaluated. Electrochemical potential noise (EPN), electrochemical current noise (ECN) potential and coupling current were semi-continuously monitored over a period of up to one year. Data obtained from the electrochemical noise monitoring has given OH valuable insights into the mechanisms of degradation in service water systems. The high sensitivity of the electrochemical noise technique, particularly to localized corrosion has proved to be the major attraction of the system

Northern Great Plains Network water quality monitoring design for tributaries to the Missouri National Recreational River

Science.gov (United States)

Rowe, Barbara L.; Wilson, Stephen K.; Yager, Lisa; Wilson, Marcia H.

2013-01-01

The National Park Service (NPS) organized more than 270 parks with important natural resources into 32 ecoregional networks to conduct Inventory and Monitoring (I&M) activities for assessment of natural resources within park units. The Missouri National Recreational River (NRR) is among the 13 parks in the NPS Northern Great Plain Network (NGPN). Park managers and NGPN staff identified surface water resources as a high priority vital sign to monitor in park units. The objectives for the Missouri NRR water quality sampling design are to (1) assess the current status and long-term trends of select water quality parameters; and (2) document trends in streamflow at high-priority stream systems. Due to the large size of the Missouri River main stem, the NGPN water quality design for the Missouri NRR focuses on wadeable tributaries within the park unit. To correlate with the NGPN water quality protocols, monitoring of the Missouri NRR consists of measurement of field core parameters including dissolved oxygen, pH, specific conductance, and temperature; and streamflow. The purpose of this document is to discuss factors examined for selection of water quality monitoring on segments of the Missouri River tributaries within the Missouri NRR.Awareness of the complex history of the Missouri NRR aids in the current understanding and direction for designing a monitoring plan. Historical and current monitoring data from agencies and entities were examined to assess potential NGPN monitoring sites. In addition, the U.S. Environmental Protection Agency 303(d) list was examined for the impaired segments on tributaries to the Missouri River main stem. Because major tributaries integrate water quality effects from complex combinations of land use and environmental settings within contributing areas, a 20-mile buffer of the Missouri NRR was used to establish environmental settings that may impact the water quality of tributaries that feed the Missouri River main stem. For selection of

Website Service Quality in Ireland: An Empirical Study

Science.gov (United States)

Connolly, Regina

Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study that investigated the dimensions of website service excellence valued by Irish customers of a small-to-medium enterprise specialising in gifts. The E-S-QUAL measurement instrument was applied to the customers who purchase products online from this retailer, in order to determine their purchasing patterns and the dimensions of e-service quality that they value. The results of this study indicate the effectiveness of the instrument in determining gaps in e-service quality. The findings will be of benefit both to practitioners and researchers seeking to improve their understanding of the factors that contribute towards the creation and maintenance of consumer satisfaction in Irish online transactions.

Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Satisifaction Serta Implikasinya Pada E-Loyalty Pelanggan Maskapai Penerbangan Air Asia

Directory of Open Access Journals (Sweden)

Anton Tirta Komara

2013-10-01

Full Text Available The research objective is to be achieved (1 To determine the relationship E-service quality, E-recovery service quality customer Airlines Air Asia and (2 To determine the effect of E-service quality, E-recovery service quality of the customer E-Satisfaction Customer Airlines Air Asia and its impact on customer E-Loyalty. The study population is customer Air Aviation Services Asia which are members of the backpacker community's and the study sample was taken as many as 349 people. This sample was taken by random sampling. Data processing technique using path analysis. The results showed that in fact the electronic-based services after the transaction should be further improved. Therefore it is proven that the electronic-based services in theory and research results proved able to satisfy customers who eventually become loyal customers, however there are still some elements of the service that should be improved by the company.

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.

Evaluating health service quality: using importance performance analysis.

Science.gov (United States)

Izadi, Azar; Jahani, Younes; Rafiei, Sima; Masoud, Ali; Vali, Leila

2017-08-14

Purpose Measuring healthcare service quality provides an objective guide for managers and policy makers to improve their services and patient satisfaction. Consequently, the purpose of this paper is to measure service quality provided to surgical and medical inpatients at Kerman Medical Sciences University (KUMS) in 2015. Design/methodology/approach A descriptive-analytic study, using a cross-sectional method in the KUMS training hospitals, was implemented between October 2 and March 15, 2015. Using stratified random sampling, 268 patients were selected. Data were collected using an importance-performance analysis (IPA) questionnaire, which measures current performance and determines each item's importance from the patients' perspectives. These data indicate overall satisfaction and appropriate practical strategies for managers to plan accordingly. Findings Findings revealed a significant gap between service importance and performance. From the patients' viewpoint, tangibility was the highest priority (mean=3.54), while reliability was given the highest performance (mean=3.02). The least important and lowest performance level was social accountability (mean=1.91 and 1.98, respectively). Practical implications Healthcare managers should focus on patient viewpoints and apply patient comments to solve problems, improve service quality and patient satisfaction. Originality/value The authors applied an IPA questionnaire to measure service quality provided to surgical and medical ward patients. This method identifies and corrects service quality shortcomings and improving service recipient perceptions.

Quality assurance services

International Nuclear Information System (INIS)

For over 20 years the quality assurance services at the Springfields Laboratories have been concerned with manufacturing both simple and complex engineering products to the highest standard. The scientists working there have considerable expertise in the practical application of quality control and the development and design of inspection and non-destructive testing equipment. The folder contains six sheets or leaflets illustrating the work and equipment. The subjects are the mechanical standards laboratory, non-destructive testing, the digitising table, the peripheral camera, automated measurement, data handling and presentation, and the computer controlled three axis co-ordinate measuring machine. (U.K.)

An Architecture for Continuous Data Quality Monitoring in Medical Centers.

Science.gov (United States)

Endler, Gregor; Schwab, Peter K; Wahl, Andreas M; Tenschert, Johannes; Lenz, Richard

2015-01-01

In the medical domain, data quality is very important. Since requirements and data change frequently, continuous and sustainable monitoring and improvement of data quality is necessary. Working together with managers of medical centers, we developed an architecture for a data quality monitoring system. The architecture enables domain experts to adapt the system during runtime to match their specifications using a built-in rule system. It also allows arbitrarily complex analyses to be integrated into the monitoring cycle. We evaluate our architecture by matching its components to the well-known data quality methodology TDQM.

Monitoring Indoor Air Quality for Enhanced Occupational Health.

Science.gov (United States)

Pitarma, Rui; Marques, Gonçalo; Ferreira, Bárbara Roque

2017-02-01

Indoor environments are characterized by several pollutant sources. Because people spend more than 90% of their time in indoor environments, several studies have pointed out the impact of indoor air quality on the etiopathogenesis of a wide number of non-specific symptoms which characterizes the "Sick Building Syndrome", involving the skin, the upper and lower respiratory tract, the eyes and the nervous system, as well as many building related diseases. Thus, indoor air quality (IAQ) is recognized as an important factor to be controlled for the occupants' health and comfort. The majority of the monitoring systems presently available is very expensive and only allow to collect random samples. This work describes the system (iAQ), a low-cost indoor air quality monitoring wireless sensor network system, developed using Arduino, XBee modules and micro sensors, for storage and availability of monitoring data on a web portal in real time. Five micro sensors of environmental parameters (air temperature, humidity, carbon monoxide, carbon dioxide and luminosity) were used. Other sensors can be added for monitoring specific pollutants. The results reveal that the system can provide an effective indoor air quality assessment to prevent exposure risk. In fact, the indoor air quality may be extremely different compared to what is expected for a quality living environment. Systems like this would have benefit as public health interventions to reduce the burden of symptoms and diseases related to "sick buildings".

Are we monitoring the quality of cataract surgery services? A qualitative situation analysis of attitudes and practices in a large city in South Africa.

Science.gov (United States)

Haastrup, Oluwatosin O O; Buchan, John C; Cassels-Brown, Andy; Cook, Colin

2015-01-01

To evaluate the current quality "assurance" and "improvement" mechanisms, the knowledge, attitudes and practices of cataract surgeons in a large South African city. A total of 17 in-depth semi-structured interviews were conducted with ophthalmologists in June 2012 at 2 tertiary institutions in the Republic of South Africa. Recruitment of the purposive sample was supplemented by snowball sampling. The study participants were 5 general ophthalmologists and 2 pediatric ophthalmologists; 4 senior and 4 junior registrars and a medical officer. Participants were interviewed by a trained qualitative interviewer. The interview lasted between 20 and 60 min. The interviews were recorded, transcribed verbatim and analyzed for thematic content. Mechanisms for quality assurance were trainee logbooks and subjective senior staff observation. Clinicians were encouraged, but not obliged to self-audit. Quality improvement is incentivized by personal integrity and ambition. Poorly performing departments are inconspicuous, especially nationally, and ophthalmologists rely on the impression to gauge the quality of service provided by colleagues. Currently, word of mouth is the method for determining the better cataract surgical centers. The quality assurance mechanisms were dependent on insight and integrity of the individual surgeons. No structures were described that would ensure the detection of surgeons with higher than expected complication rates. Currently, audits are not enforced, and surgical outcomes are not well monitored due to concerns that this may lead to lack of openness among ophthalmologists.

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.

40 CFR 141.87 - Monitoring requirements for water quality parameters.

Science.gov (United States)

2010-07-01

... § 141.87 Monitoring requirements for water quality parameters. All large water systems, and all small- and medium-size systems that exceed the lead or copper action level shall monitor water quality... methods. (i) Tap samples shall be representative of water quality throughout the distribution system...

Quality Function Deployment: Application to Chemotherapy Unit Services

Directory of Open Access Journals (Sweden)

Neda Hashemi

2015-10-01

Full Text Available Background: Today’s healthcare organizations are challenged by pressures to meet growing population demands and enhance community health through improving service quality. Quality function deployment is one of the widely-used customerdriven approaches for health services development. In the current study, quality function deployment is used to improve the quality of chemotherapy unit services. Methods: First, we identified chemotherapy outpatient unit patients as chemotherapy unit customers. Then, the Delphi technique and component factor analysis with orthogonal rotation was employed to determine their expectations. Thereafter, data envelopment analysis was performed to specify user priorities. We determined the relationships between patients’ expectations and service elements through expert group consensus using the Delphi method and the relationships between service elements by Pearson correlation. Finally, simple and compound priorities of the service elements were derived by matrix calculation. Results: Chemotherapy unit patients had four main expectations: access, suitable hotel services, satisfactory and effective relationships, and clinical services. The chemotherapy unit has six key service elements of equipment, materials, human resources, physical space, basic facilities, and communication and training. There were four-level relationships between the patients’ expectations and service elements, with mostly significant correlations between service elements. According to the findings, the functional group of basic facilities was the most critical factor, followed by materials. Conclusion: The findings of the current study can be a general guideline as well as a scientific, structured framework for chemotherapy unit decision makers in order to improve chemotherapy unit services.

Unified Monitoring Architecture for IT and Grid Services

Science.gov (United States)

Aimar, A.; Aguado Corman, A.; Andrade, P.; Belov, S.; Delgado Fernandez, J.; Garrido Bear, B.; Georgiou, M.; Karavakis, E.; Magnoni, L.; Rama Ballesteros, R.; Riahi, H.; Rodriguez Martinez, J.; Saiz, P.; Zolnai, D.

2017-10-01

This paper provides a detailed overview of the Unified Monitoring Architecture (UMA) that aims at merging the monitoring of the CERN IT data centres and the WLCG monitoring using common and widely-adopted open source technologies such as Flume, Elasticsearch, Hadoop, Spark, Kibana, Grafana and Zeppelin. It provides insights and details on the lessons learned, explaining the work performed in order to monitor the CERN IT data centres and the WLCG computing activities such as the job processing, data access and transfers, and the status of sites and services.

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.

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.

Service quality improvement of ground staff at Don Mueang International Airport

Directory of Open Access Journals (Sweden)

Sittichai Sricharoenpramong

2018-01-01

Full Text Available The purposes of this research were to: 1 evaluate the service quality of the ground staff at Don Mueang International Airport (DMK, 2 compare the ground staff quality service perception of Thai passengers at DMK, and 3 provide guidelines for service quality improvement of the DMK airlines ground staff. A sample size of 400 Thai domestic passengers was accidentally selected at DMK. A questionnaire was used as a research tool for data collection. Five dimensions of service quality were evaluated: reliability, responsiveness, assurance, empathy, and tangibles. It was found that the service quality of ground staff was moderate. The highest dimension of service quality realization was tangibles, followed successively by reliability, assurance, empathy, and responsiveness. The passengers' perception of the ground staff's service quality varied by gender and age group. Guidelines were proposed for the improvement of ground staff service quality at DMK based on the findings. Keywords: airport, ground staff, quality of service

[Analytical quality in biological monitoring of workers exposed to chemicals: experience of the Prevention and Safety at the Workplace Service in Modena].

Science.gov (United States)

Alpaca, R I Paredes; Migliore, A; Di Rico, R; Canali, Claudia; Rota, Cristina; Trenti, T; Cariani, Elisabetta

2010-01-01

The quality of laboratory data is one of the main factors in guaranteeing efficacy of biological monitoring. To analyze the quality of laboratory data used for biological monitoring of exposed workers. A survey involving 18 companies employing 945 workers in the area of Modena, Italy, was carried out in 2008. Most of the 9 private laboratories receiving biological samples did not perform directly part or all of the laboratory assessments requested, but this was not indicated in the final report. Major problems were observed in the application of internal quality control, and only one laboratory participated in external quality assessment for blood lead measurements. Our results raise major concerns on the traceability and reliability of laboratory assessments performed for biomonitoring of exposed workers. Systematic evaluation of the quality of analytical data would be highly recommendable.

Priorities to Advance Monitoring of Ecosystem Services Using Earth Observation.

Science.gov (United States)

Cord, Anna F; Brauman, Kate A; Chaplin-Kramer, Rebecca; Huth, Andreas; Ziv, Guy; Seppelt, Ralf

2017-06-01

Managing ecosystem services in the context of global sustainability policies requires reliable monitoring mechanisms. While satellite Earth observation offers great promise to support this need, significant challenges remain in quantifying connections between ecosystem functions, ecosystem services, and human well-being benefits. Here, we provide a framework showing how Earth observation together with socioeconomic information and model-based analysis can support assessments of ecosystem service supply, demand, and benefit, and illustrate this for three services. We argue that the full potential of Earth observation is not yet realized in ecosystem service studies. To provide guidance for priority setting and to spur research in this area, we propose five priorities to advance the capabilities of Earth observation-based monitoring of ecosystem services. Copyright © 2017 Elsevier Ltd. All rights reserved.

Model-based monitoring of stormwater runoff quality

DEFF Research Database (Denmark)

Birch, Heidi; Vezzaro, Luca; Mikkelsen, Peter Steen

2013-01-01

Monitoring of micropollutants (MP) in stormwater is essential to evaluate the impacts of stormwater on the receiving aquatic environment. The aim of this study was to investigate how different strategies for monitoring of stormwater quality (combining a model with field sampling) affect the infor...

Quality Assurance Project Plan for Facility Effluent Monitoring Plan activities

International Nuclear Information System (INIS)

Nickels, J.M.

1991-06-01

This Quality Assurance Project Plan addresses the quality assurance requirements for the Facility Monitoring Plans of the overall site-wide environmental monitoring plan. This plan specifically applies to the sampling and analysis activities and continuous monitoring performed for all Facility Effluent Monitoring Plan activities conducted by Westinghouse Hanford Company. It is generic in approach and will be implemented in conjunction with the specific requirements of individual Facility Effluent Monitoring Plans. This document is intended to be a basic road map to the Facility Effluent Monitoring Plan documents (i.e., the guidance document for preparing Facility Effluent Monitoring Plans, Facility Effluent Monitoring Plan determinations, management plan, and Facility Effluent Monitoring Plans). The implementing procedures, plans, and instructions are appropriate for the control of effluent monitoring plans requiring compliance with US Department of Energy, US Environmental Protection Agency, state, and local requirements. This Quality Assurance Project Plan contains a matrix of organizational responsibilities, procedural resources from facility or site manuals used in the Facility Effluent Monitoring Plans, and a list of the analytes of interest and analytical methods for each facility preparing a Facility Effluent Monitoring Plan. 44 refs., 1 figs., 2 tabs

Rheticus Displacement: an Automatic Geo-Information Service Platform for Ground Instabilities Detection and Monitoring

Science.gov (United States)

Chiaradia, M. T.; Samarelli, S.; Agrimano, L.; Lorusso, A. P.; Nutricato, R.; Nitti, D. O.; Morea, A.; Tijani, K.

2016-12-01

Rheticus® is an innovative cloud-based data and services hub able to deliver Earth Observation added-value products through automatic complex processes and a minimum interaction with human operators. This target is achieved by means of programmable components working as different software layers in a modern enterprise system which relies on SOA (service-oriented-architecture) model. Due to its architecture, where every functionality is well defined and encapsulated in a standalone component, Rheticus is potentially highly scalable and distributable allowing different configurations depending on the user needs. Rheticus offers a portfolio of services, ranging from the detection and monitoring of geohazards and infrastructural instabilities, to marine water quality monitoring, wildfires detection or land cover monitoring. In this work, we outline the overall cloud-based platform and focus on the "Rheticus Displacement" service, aimed at providing accurate information to monitor movements occurring across landslide features or structural instabilities that could affect buildings or infrastructures. Using Sentinel-1 (S1) open data images and Multi-Temporal SAR Interferometry techniques (i.e., SPINUA), the service is complementary to traditional survey methods, providing a long-term solution to slope instability monitoring. Rheticus automatically browses and accesses (on a weekly basis) the products of the rolling archive of ESA S1 Scientific Data Hub; S1 data are then handled by a mature running processing chain, which is responsible of producing displacement maps immediately usable to measure with sub-centimetric precision movements of coherent points. Examples are provided, concerning the automatic displacement map generation process, as well as the integration of point and distributed scatterers, the integration of multi-sensors displacement maps (e.g., Sentinel-1 IW and COSMO-SkyMed HIMAGE), the combination of displacement rate maps acquired along both ascending

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

Quality of Security Service: Adaptive Security

National Research Council Canada - National Science Library

Levin, Timothy E; Irvine, Cynthia E; Spyropoulou, Evdoxia

2004-01-01

The premise of Quality of Security Service is that system and network management functions can be more effective if variable levels of security services and requirements can be presented to users or network tasks...

A framework for hierarchical and recursive monitoring of service based systems

NARCIS (Netherlands)

Comuzzi, M.; Spanoudakis, G.

2009-01-01

Runtime monitoring of Service Based Systems (SBSs) usually relies on information derived from I/O messages exchanged within business processes implementing services. When service provisioning is regulated by complex Service Level Agreements (SLAs) between service requesters, (composed) services, and

Columbia River water quality monitoring

International Nuclear Information System (INIS)

Anon.

1983-01-01

Waste water from Hanford activities is discharged at eight points along the Hanford reach of the Columbia River. These discharges consist of backwash water from water intake screens, cooling water, river bank springs, water storage tank overflow, and fish laboratory waste water. Each discharge point is identified in an existing National Pollutant Discharge Elimination System (NPDES) permit issued by the EPA. Effluents from each of these outfalls are routinely monitored and reported by the operating contractors as required by their NPDES permits. Measurements of several Columbia River water quality parameters were conducted routinely during 1982 both upstream and downstream of the Hanford Site to monitor any effects on the river that may be attributable to Hanford discharges and to determine compliance with the Class A designation requirements. The measurements indicated that Hanford operations had a minimal, if any, impact on the quality of the Columbia River water

The quality of free antenatal and delivery services in Northern Sierra Leone.

Science.gov (United States)

Koroma, Manso M; Kamara, Samuel S; Bangura, Evelyn A; Kamara, Mohamed A; Lokossou, Virgil; Keita, Namoudou

2017-07-12

The number of maternal deaths in sub-Saharan Africa continues to be overwhelmingly high. In West Africa, Sierra Leone leads the list, with the highest maternal mortality ratio. In 2010, financial barriers were removed as an incentive for more women to use available antenatal, delivery and postnatal services. Few published studies have examined the quality of free antenatal services and access to emergency obstetric care in Sierra Leone. A cross-sectional survey was conducted in 2014 in all 97 peripheral health facilities and three hospitals in Bombali District, Northern Region. One hundred antenatal care providers were interviewed, 276 observations were made and 486 pregnant women were interviewed. We assessed the adequacy of antenatal and delivery services provided using national standards. The distance was calculated between each facility providing delivery services and the nearest comprehensive emergency obstetric care (CEOC) facility, and the proportion of facilities in a chiefdom within 15 km of each CEOC facility was also calculated. A thematic map was developed to show inequities. The quality of services was poor. Based on national standards, only 27% of women were examined, 2% were screened on their first antenatal visit and 47% received interventions as recommended. Although 94% of facilities provided delivery services, a minority had delivery rooms (40%), delivery kits (42%) or portable water (46%). Skilled attendants supervised 35% of deliveries, and in only 35% of these were processes adequately documented. None of the five basic emergency obstetric care facilities were fully compliant with national standards, and the central and northernmost parts of the district had the least access to comprehensive emergency obstetric care. The health sector needs to monitor the quality of antenatal interventions in addition to measuring coverage. The quality of delivery services is compromised by poor infrastructure, inadequate skilled staff, stock-outs of

Food and Nutrition Services Quality Control Management Program.

Science.gov (United States)

Wimsatt-Fraim, Teresa S.

A program was conducted to improve the quality of food service through the training of 44 food and nutrition service employees in a 200-bed hospital. A 12-week quality control program was implemented to address four key areas: food temperatures, food accuracy, food quality, and dietary personnel. Learning strategies, emphasizing critical thinking…

Development and Monitoring the Key Performance Indicators of the Quality of Care for Patients with Cleft Lips/Palates at Srinagarind Hospital.

Science.gov (United States)

Mongkhonthawornchai, Siriporn; Pradubwong, Suteera; Augsornwan, Darawan; Pathumwiwatana, Pornpen; Sroyhin, Waranya; Pongpagatip, Sumalee; Wongkham, Jamras; Wachirapakorn, Jantira; Lao-unka, Kesorn; Mucnamporn, Tippawan; Chowchuen, Bowornsilp

2015-08-01

Congenital deformities, such as cleft lips and/or cleft palates (CLP), have high incidences in the Northeast of Thailand. These birth defects can affect patient's quality of life. CLP patients need crucial and long-term treatments by a multidisciplinary team starting from prenatal stage to late adulthood. Patients and their families should involve in their own care, and their care objectives should correspond with healthcare providers. Besides the clinical outcome of interdisciplinary team, key performance indicators (KPIs) need to be developed in the hospital service unit in order to improve quality of care and treatment outcomes. 1) to establish KPIs in hospital service units, and 2) to develop the information system to collect, analysis and improve the quality of CLP care. A nurse coordinator was appointed in the Tawanchai Center to coordinate care. The three periods were conducted for the nurse coordinator to work with nine service units in Srinagarind Hospital for consensus on both qualitative and quantitative data to be used as service unit quality measurement. Thirty one KPIs from nine service units were established, collected and analyzed during a four-month period in 2014. The 20 KPIs achieved the unit targets. Two PKIs of the rates of complication with anesthesia during/after surgery in the first 24 hours and the rates of patient/caregiver's satisfaction in acquiring information from the officer were improving. There were 11 KPIs that did not achieve the targets. The coordinator nurse of the Tawanchai Center discussed with the service unit for the cause and how to improve the outcome. The monitoring KPIs will lead to improvement of outcome for better patient quality as well as benchmarking with other hospitals of Cleft Center. The KPIs from hospital service units with the monitoring and analysis of information by the nurse coordinator will enhance and lead to improvement of the quality of the patients and family centered care process.

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…

Optimal Quality Strategy and Matching Service on Crowdfunding Platforms

Directory of Open Access Journals (Sweden)

Wenqing Wu

2018-04-01

Full Text Available This paper develops a crowdfunding platform model incorporating quality and a matching service from the perspective of a two-sided market. It aims to explore the impact of different factors on the optimal quality threshold and matching service in a context of crowdfunding from the perspective of a two-sided market. We discuss the impact of different factors on the optimal quality threshold and matching service. Two important influential factors are under consideration, simultaneously. One is the quality threshold of admission and the other is the matching efficiency on crowdfunding platforms. This paper develops a two-sided market model incorporating quality, a matching service, and the characters of crowdfunding campaigns. After attempting to solve the model by derivative method, this paper identifies the mechanism of how the parameters influence the optimal quality threshold and matching service. Additionally, it compares the platform profits in scenarios with and without an exclusion policy. The results demonstrate that excluding low-quality projects is profitable when funder preference for project quality is substantial enough. Crowdfunding platform managers would be unwise to admit the quality threshold of the crowdfunding project and charge entrance fees when the parameter of funder preference for project quality is small.

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.

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.

A Multiple-Item Scale for Assessing E-Government Service Quality

Science.gov (United States)

Papadomichelaki, Xenia; Mentzas, Gregoris

A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens’ needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online citizen service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services.

The Ocean State Report of the Copernicus Marine Environment Monitoring Service

Science.gov (United States)

von Schuckmann, Karina

2017-04-01

COPERNICUS is the European Earth observation and monitoring programme, which aims to give the European Union autonomous and operational capability in space-based observation facilities (see the Sentinel missions) and in situ (measurements in the atmosphere, in the ocean and on the ground), and to operate six interlinked environmental monitoring services for the oceans, the atmosphere, territorial development, emergency situations, security and climate change. In this context, the Copernicus Marine Environment Monitoring Service provides an open and free access to regular and systematic information about the physical state and dynamics of the ocean and marine ecosystems for the global ocean and six European regional seas. Mercator Ocean, the French center of global ocean analysis and forecast has been entrusted by the EU to implement and operate the Copernicus Marine Service. The first Ocean State Report Copernicus Marine Environment Monitoring Service has been prepared, and is planned to appear at an annual basis (fall each year) as a unique reference for ocean state reporting. This report contains a state-of-the-art value-added synthesis of the ocean state for the global ocean and the European regional seas from the Copernicus Marine Environment Monitoring Service data products and expert analysis. This activity is aiming to reach a wide audience -from the scientific community, over climate and environmental service and agencies, environmental reporting and bodies to the general public. We will give here an overview on the report, highlight main outcomes, and introduce future plans and developments.

[Reorganizing the management of specialist uro-andrologic ultrasound health-care service: impact on professional quality].

Science.gov (United States)

Dell'Atti, Lucio; Russo, Gian Rosario

2011-01-01

The process of organizing a ultrasound service nowadays can be improved by properly managing the user's request, the speed of response and safety, the standardization of methods and skills. The outpatients at our uro-andrologic ultrasound clinic (O.U. of Urology in Ferrara) received a questionnaire each; we administered a total of 640 questionnaires. The number of questionnaires collected was 532. Patients were asked to give an assessment of services using a qualitative method according to a 4-parameter response scale: very satisfied, satisfied, dissatisfied, very dissatisfied. The identification of indicators to be monitored by the user's perceived quality was accomplished by establishing the correlation coefficient between different parameters of analysis and an overall rating of the sample. Some of these parameters were: the relationship with the practitioner, the availability of doctors, the ability of doctors for reassurance, the completeness of information and facilities hygiene conditions. When these parameters vary, positively or negatively, also the citizen's overall opinion changes. The customer satisfaction is an important component of the quality of care, it represents both an indicator of the effectiveness of health intervention and the ability to meet quality requirements of the health service organization. The objective of an ultrasound service should be to provide, within a reasonable timeframe, the supply of high quality with qualified personnel, with adequate tools and procedures.

Open environmental data sets - prospect of co-operation between public and private sector in water quality monitoring. Final report of Water Quality Service for Lakes -project; Avoin ympaeristoetieto - yhteistyoen kehittaeminen vesistoejen seurannassa. Jaervien vedenlaatupalvelu -hankkeen loppuraportti

Energy Technology Data Exchange (ETDEWEB)

Anttila, S.; Broeckl, M.; Herlevi, A. (and others)

2012-04-15

Data sets collected by the public sector are common property and should be freely available. Effective usage of this open data is anticipated to create new information and services, but also to develop welfare for humans. Insufficient usage of public and open environmental data sets in the private sector has been recognized as a problem. Reasons for this can be found from the non-commercial nature of environmental data, the way it is collected and archived, but also from the strong role of public sector in this field. In the Water Quality Service for Lakes -project (Tekes, 2009-2012), we wanted to advance the utilization of the public data sets in the private sector, as well as to promote the co-operation between these two sectors. Starting point was to develop local research infrastructure in the way that collected information would be easily accessible to private companies. This was realized by creating a data base that gathers water quality information from several data sources and provides a standardized interface for the data utilization. In addition, project provided a variety of research results including a questionnaire survey targeted to the users of water quality information, and the methods to increase the accuracy of collected data and to create forecasts from it. A concrete result from the project was also the development of 'laymans' water quality measurement device named as Secchi3000. A digital camera installed in e.g. mobile phones can be used with Secchi3000 device to measure water quality of different natural waters. This new innovation has great potential in e.g. citizen based monitoring. The challenges and opportunities to create business based on the public environmental data were revolved in two work shops. In this publication the prospects of co-operation between public and private sector are discussed based on the results of the Water Quality Service for lakes -project. (orig.)

The Danish Air Quality Monitoring Programme

DEFF Research Database (Denmark)

Kemp, K.; Palmgren, F.

The Danish Air Quality Monitoring Programme (LMP) was started in 1982 as the first nation-wide urban air pollution monitoring programme in Denmark. The programme has been adjusted to the pollution pattern by two revisions. The present phase (LMP III) was started in 1992. From 2000 a new phase...... continuously in order to improve the knowledge about the NO, NO2 and O3 problem complex. At the rural site outside Copenhagen the same program is conducted as at the street stations with the inclusion of O3. Only NO, NO2 and O3 are reported from the other rural site. Air quality limit values have been...... and plants. The new EU Directives introduce revised standards for NO2, SO2, particles (PM10) and Pb. They are implemented through the first "daughter" Directive to the Air Quality Framework Directive. It was adopted by the EU council in April 1999. The new limit values shall be in force from January 2001 (18...

Service loyalty : the effects of service quality and the mediating role of customer satisfaction

OpenAIRE

Caruana, Albert

2002-01-01

Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response r...

Improved quality monitoring of multi-center acupuncture clinical trials in China

Directory of Open Access Journals (Sweden)

Zheng Hui

2009-12-01

Full Text Available Abstract Background In 2007, the Chinese Science Division of the State Administration of Traditional Chinese Medicine(TCM convened a special conference to discuss quality control for TCM clinical research. Control and assurance standards were established to guarantee the quality of clinical research. This paper provides practical guidelines for implementing strict and reproducible quality control for acupuncture randomized controlled trials (RCTs. Methods A standard quality control program (QCP was established to monitor the quality of acupuncture trials. Case report forms were designed; qualified investigators, study personnel and data management personnel were trained. Monitors, who were directly appointed by the project leader, completed the quality control programs. They guaranteed data accuracy and prevented or detected protocol violations. Clinical centers and clinicians were audited, the randomization system of the centers was inspected, and the treatment processes were audited as well. In addition, the case report forms were reviewed for completeness and internal consistency, the eligibility and validity of the patients in the study was verified, and data was monitored for compliance and accuracy. Results and discussion The monitors complete their reports and submit it to quality assurance and the sponsors. Recommendations and suggestions are made for improving performance. By holding regular meetings to discuss improvements in monitoring standards, the monitors can improve quality and efficiency. Conclusions Supplementing and improving the existed guidelines for quality monitoring will ensure that large multi-centre acupuncture clinical trials will be considered as valid and scientifically stringent as pharmaceutical clinical trials. It will also develop academic excellence and further promote the international recognition of acupuncture.

Performance Monitoring and Evaluation in Botswana’s Public Service: Achievements and Challenges

Directory of Open Access Journals (Sweden)

Dorothy Mpabanga

2016-03-01

Full Text Available The paper aims to explore the implementation of performance monitoring and evaluation tools used in Botswana’s public service. The paper also identifies achievements and challenges of implementing performance monitoring and evaluation system and suggests ways for improvement. This paper uses secondary data sources. The paper reveals lack of performance monitoring and evaluation skills, poor supervision, poor conditions of service and a poor work ethic as some of the factors contributing to ineffective use of performance monitoring and evaluation tools in the service. Leadership commitment and support, benchmarking reforms, training and education, developed administrative and governance structures as well as well-defined public policy and program formulation and implementation processes are some of the success factors to enhanced performance management and evaluation systems in Botswana. The paper argues for adoption of a developmental-led model in order to enhance existing performance monitoring and evaluation system that would improve implementation of government policies and programs. Botswana has been striving to excel in service delivery through performance monitoring and evaluation oriented reforms.

Several requirements made on the quality of nuclide-specific gamma radiation measuring rigs with germanium detectors for nuclear power plant monitoring

International Nuclear Information System (INIS)

Wuensch, K.D.

1986-01-01

The measuring set-ups are used for nuclide-specific analysis of all samples from nuclear power plants, i.e. solid, liquid, or gaseous. Depending on the nature of the sample, various requirements made by ordinances and guidelines discussed in detail must be met, relating to emission monitoring, environmental monitoring, system monitoring, room air monitoring, and contamination monitoring. The state-of-the-art is shown emphasizing the resolution and the evaluation scheme. Experience gained in the control of such systems is reported on in brief. The quality of in-service inspections is discussed. (orig./PW) [de

QUALITY MANAGEMENT TOOLS APPLYING IN THE STRATEGY OF LOGISTICS SERVICES QUALITY IMPROVEMENT

Directory of Open Access Journals (Sweden)

Agnieszka Czajkowska

2015-11-01

Full Text Available Combination of factors such as: properly organized logistics process, lack of nonconformities, transport damages avoiding and transport in accordance Just In Time idea significantly reduces costs and streamlines the entire production process. This paper proposes the quality management tool for the logistics services assessment based on the results obtained in the selected company operating in Eastern Europe. Customers’ expectations and perceptions were compared using the SERVQUAL method that concerns the service quality assessment in five areas such as: materiality, reliability, promptness, competency and empathy. The research method SERVQUAL allows assessing the service quality level and identifying company areas that requires corrective actions within the improvement process.

The OA System of College - - Design of the Teaching Quality Monitoring Subsystem

Science.gov (United States)

Wu, Hongjuan; Ying, Hong; Jiang, Youyi; Yan, Pei

According to the drawbacks of traditional teaching quality monitoring subsystems and based on the achievements of practical research in the teaching quality monitoring administration in College, this paper provides a design of overall structure of teaching quality monitoring subsystem, that is more suitable for colleges' management. This new system is endowed with the same features as .NET application programes: easy to extend, easy to maintain, flexible, convenient, and it let enterprises, students' parents and excellent graduates participate in teaching quality monitoring administration, have significant effect to ensure the quality of talent training in colleges.

Optimization in mammography - monthly monitoring of image quality at the state of Minas Gerais, Brazil; Otimizacao em mamografia - monitoramento mensal da qualidade da imagem no estado de Minas Gerais, Brasil

Energy Technology Data Exchange (ETDEWEB)

Joana, Georgia S.; Andrade, Mauricio C. de; Silva, Sabrina D. da; Silva, Rafael R. da; Cesar, Adriana C.Z.; Oliveira, Mauricio de, E-mail: georgia.santos@saude.mg.gov.b, E-mail: mauricio.cavalcanti@saude.mg.gov.b, E-mail: adrianac@saude.mg.gov.b, E-mail: mauricio.oliveira@saude.mg.gov.b [Secretaria de Estado da Saude de Minas Gerais (SVS/SES-MG), Belo Horizonte, MG (Brazil). Superintendencia de Vigilancia Sanitaria; Oliveira, Marcio A.; Nogueira, Maria do S., E-mail: marcio.alves@saude.mg.gov.b, E-mail: mnogue@cdtn.b [Centro de Desenvolvimento da Tecnologia Nuclear (CDTN/CNEN-MG), Belo Horizonte, MG (Brazil); Peixoto, Joao E. [Instituto Nacional de Cancer (INCA), Rio de Janeiro, RJ (Brazil)

2011-07-01

The State Program of Quality Control in Mammography (PECQMamo) of the state of Minas Gerais was established in 2004 and consists of tests for evaluation of image quality and performance of equipment used in the diagnosis of breast cancer, and evaluation the infrastructure of mammography centers. The monthly monitoring of image quality in mammography is part of this program that has been executed since May 2009 with a character essentially educational. In the assessment of individual services that participate in the monthly monitoring, there was an increased percentage of average annual compliance from 2009 to 2010 in all 85 services with the exception of one service. Therefore, evolution of the performance of the services evaluated, since the program began, shows a positive impact on the numbers, confirming the relevance of this type of operation of Sanitary Surveillance in the area of quality in mammography. (author)

Airline service quality evaluation: A review on concepts and models

Directory of Open Access Journals (Sweden)

Navid Haghighat

2017-12-01

Full Text Available This paper reviews different major service quality concept and models which led to great developments in evaluating service quality with focusing on improvement process of the models through discussing criticisms of each model. Criticisms against these models are discussed to clarify development steps of newer models which led to the improvement of airline service quality models. The precise and accurate evaluation of service quality needs utilizing a reliable concept with comprehensive criteria and effective measurement techniques as the fundamentals of a valuable framework. In this paper, service quality models improvement is described based on three major service quality concepts, the disconfirmation, performance and hierarchical concepts which are developed subsequently. Reviewing various criteria and different measurement techniques such a statistical analysis and multi-criteria decision making assist researchers to have a clear understanding of the development of the evaluation framework in the airline industry. This study aims at promoting reliable frameworks for evaluating airline service quality in different countries and societies due to economic, cultural and social aspects of each society.

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.

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

Retail banking service quality: A client perception study

Directory of Open Access Journals (Sweden)

Mbablemhle Bhengu

2016-11-01

Full Text Available The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out against its competitors. In the study, the researchers adapted the SERVQUAL model to the banking industry. A probability sampling technique was employed for the study. Simple random sampling was employed to test MBA students’ perceptions towards service quality in the banking industry. The findings in the empirical study revealed that MBA students at the university were dissatisfied with the quality of service offerings provided by the retail banks in South Africa. There were quality gaps revealed in tangibles, reliability, empathy, responsiveness and reliability aspects of the service encounters

Airline service quality evaluation: A review on concepts and models

OpenAIRE

Navid Haghighat

2017-01-01

This paper reviews different major service quality concept and models which led to great developments in evaluating service quality with focusing on improvement process of the models through discussing criticisms of each model. Criticisms against these models are discussed to clarify development steps of newer models which led to the improvement of airline service quality models. The precise and accurate evaluation of service quality needs utilizing a reliable concept with comprehensive crite...

PA.NET International Quality Certification Protocol for blood pressure monitors.

Science.gov (United States)

Omboni, Stefano; Costantini, Carlo; Pini, Claudio; Bulegato, Roberto; Manfellotto, Dario; Rizzoni, Damiano; Palatini, Paolo; O'brien, Eoin; Parati, Gianfranco

2008-10-01

Although standard validation protocols provide assurance of the accuracy of blood pressure monitors (BPMs), there is no guidance for the consumer as to the overall quality of a device. The PA.NET International Quality Certification Protocol, developed by the Association for Research and Development of Biomedical Technologies and for Continuing Medical Education (ARSMED), a nonprofit organization, with the support of the Italian Society of Hypertension-Italian Hypertension League, and the dabl Educational Trust denotes additional criteria of quality for BPMs that fulfilled basic validation criteria, published in full in peer-reviewed medical journals. The certification is characterized by three phases: (i) to determine that the device fulfilled standard validation criteria; (ii) to determine the technical and functional characteristics of the device (e.g. operativity, display dimension, accessory functions, memory availability, etc.) and (iii) to determine the commercial characteristics (e.g. price-quality ratio, after-sale service, guarantee, etc.). At the end of the certification process, ARSMED attributes a quality index to the device, based on a scale ranging from 1 to 100, and a quality seal with four different grades (bronze, silver, gold and diamond) according to the achieved score. The seal is identified by a unique alphanumeric code. The quality seal may be used on the packaging of the appliance or in advertising. A quality certification is released to the manufacturer and published on www.pressionearteriosa.net and www.dableducational.org. The PA.NET International Quality Certification Protocol represents the first attempt to provide health care personnel and consumers with an independent and objective assessment of BPMs based on their quality.

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; Khodaeiardekani, Mohammadreza

2013-03-04

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. 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. 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. 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.

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

State Child Care Regulatory, Monitoring and Evaluation Systems as a Means for Ensuring Quality Child Development Programs.

Science.gov (United States)

Fiene, Richard

The development of a checklist for use in monitoring and evaluating the quality of child care services, and the implications of use of the checklist by day care providers, are discussed. Several research studies that used the indicator checklist model have attempted to determine whether compliance with state child care regulations has a positive…

Bank service quality in private sector: Evidence from Iran

Directory of Open Access Journals (Sweden)

Niloufar Asgarian

2013-02-01

Full Text Available Service quality plays an important role in service industries such as banks, insurance firms, etc. The purpose of this paper is to investigate level of service quality in private banking industry in Iran. The proposed model of this paper uses SERVQUAL tool for measuring service quality and population of this study includes customers of three private banks in Tehran. Results show that except efficiency, other variables of SERVQUAL obtained suitable level mean in this study. As a result, with the development of electronic commerce, internet banking has become an alternative for developing, operating and offering bank services.

Quality Assurance Project Plan for Facility Effluent Monitoring Plan activities

International Nuclear Information System (INIS)

Frazier, T.P.

1994-01-01

This Quality Assurance Project Plan addresses the quality assurance requirements for the activities associated with the Facility Effluent Monitoring Plans, which are part of the overall Hanford Site Environmental Protection Plan. This plan specifically applies to the sampling and analysis activities and continuous monitoring performed for all Facility Effluent Monitoring Plan activities conducted by Westinghouse Hanford Company. It is generic in approach and will be implemented in conjunction with the specific requirements of the individual Facility Effluent Monitoring Plans

Privately Provided Accommodation Service Quality and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Joshua Mugambwa

2016-04-01

Full Text Available Privately provided accommodation is a growing service in Uganda’s higher education sector due to education liberalization and demand for education. This research took a case study of Nsamizi Training Institute of Social Development (NTISD to determine the relationship between privately provided accommodation service quality and customer satisfaction. Specifically, the objectives of the study were (a to find out the relationship between security and NTISD students’ satisfaction with privately provided accommodation, and (b to find out the hierarchical level of importance of NTISD student satisfaction of the three service quality dimensions (reliability, security, and tangibles with privately provided accommodation. Using quantitative and qualitative modes of data analysis and a sample of 300 students from 20 private hostels, this study established a strong positive significant relationship between security and satisfaction regarding privately provided accommodation. This implies that accommodation service providers should increase the quality of security so as to increase the satisfaction of students regarding privately provided accommodation. The study established the hierarchical order of importance from the most important service quality dimension, respectively, as follows: reliability, security, and tangibles. Therefore, private accommodation service managers should pay extra attention to the dimensions in the same order.

Automated contamination monitoring for hot particles

International Nuclear Information System (INIS)

Johnstone, G.; Case, L.

1987-01-01

INS Corp., the largest nuclear laundry company in the United States, has recently developed two types of automated contamination monitoring systems: 1) the Automated Laundry Monitor (ALM), which provides quality assurance monitoring for protective clothing contamination and 2) a low-level automated monitoring system for Plastic Volume Reduction Service (PVRS). The presentation details the inaccuracies associated with hand-probe frisking which led to the development of the ALM. The ALM was designed for 100% quality assurance monitoring of garments to the most stringent customer requirements. A review of why the ALM is essential in verifying the absence of hot particles on garments is given. The final topic addresses the expansion of the ALM technology in support of the INS Plastic Volume Reduction Service by monitoring decontaminated plastics to free release levels. This presentation reviews the design and operation of both monitoring systems

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

African Journals Online (AJOL)

Kirstam

2014-09-01

Sep 1, 2014 ... 7The strategic importance of service excellence for service industries places the focus ... need for service quality management and measurement at PHEIs, and ... financial services, hospitality (tourism), human services, ... 1The focus of this paper was to gain insight into service quality concepts and the need.

Implementation of CMS Central DAQ monitoring services in Node.js

CERN Document Server

Vougioukas, Michail

2015-01-01

This report summarizes my contribution to the CMS Central DAQ monitoring system, in my capacity as a CERN Summer Students Programme participant, from June to September 2015. Specifically, my work was focused on rewriting – from Apache/PHP to Node.js/Javascript - and optimizing real-time monitoring web services (mostly Elasticsearch-based but also some Oracle-based) for the CMS Data Acquisition (Run II Filterfarm). Moreover, it included an implementation of web server caching, for better scalability when simultaneous web clients use the services. Measurements confirmed that the software developed during this project has indeed a potential to provide scalable services.

Using internal marketing to improve organizational commitment and service quality.

Science.gov (United States)

Tsai, Yafang; Wu, Shih-Wang

2011-12-01

The purpose of this article was to explore the structural relationships among internal marketing, organizational commitment and service quality and to practically apply the findings. Internal marketing is a way to assist hospitals in improving the quality of the services that they provide while executing highly labour-intensive tasks. Through internal marketing, a hospital can enhance the organizational commitment of its employees to attain higher service quality. This research uses a cross-sectional study to survey nursing staff perceptions about internal marketing, organizational commitment and service quality. The results of the survey are evaluated using equation models. The sample includes three regional hospitals in Taiwan. Three hundred and fifty questionnaires were distributed and 288 valid questionnaires were returned, yielding a response rate of 82.3%. The survey process lasted from 1 February to 9 March 2007. The data were analysed with SPSS 12.0, including descriptive statistics based on demographics. In addition, the influence of demographics on internal marketing, organizational commitment and service quality is examined using one-way anova. The findings reveal that internal marketing plays a critical role in explaining employee perceptions of organizational commitment and service quality. Organizational commitment is the mediator between internal marketing and service quality. The results indicate that internal marketing has an impact on both organizational commitment and service quality. Internal marketing should be emphasized to influence frontline nursing staff, thereby helping to create better organizational commitment and service quality. © 2011 The Authors. Journal of Advanced Nursing © 2011 Blackwell Publishing Ltd.

[Evaluation of the quality control system in blood transfusion service].

Science.gov (United States)

Jovanović, R

2000-01-01

Implementation of quality system improvement at the Blood Transfusion Institute Novi Sad, included adjustments in practice to the request of ISO 9001 standard. Quality improvement must be a permanent activity of the Institute. The audit is a management tool for monitoring the quality assurance system and is either a quality audit or a medical audit. A well planned, comprehensive quality audit covers each activity of the Blood Transfusion Institute. The procedures may be internal or external. Quality manager is responsible for annual internal quality audits. The purpose of internal audits is to check the efficiency of the quality system in terms of realization of quality policy, fulfullment of designed targets and implementation of quality system documents. An internal quality audit is performed in accordance with the procedure and audit findings are reported to the management in a form of internal quality report as a part of quality system review. The findings must be communicated to all persons responsible for the controlled area. Quality manager can initiate an internal quality audit whenever it is realized that problems about the quality system have occurred. Audits are conducted by the quality manager or an audit team. The accurate list of internal auditors is kept in the Institute archive. Medical audit carried out by a transfusion committee, evaluates the quality of blood transfusion for determining the degree of compliance with established local or national guidelines, in order to promote optimal transfusion practice. Audits are not only used for determining further quality management activities, but also make basis for creating and maintenance of excellent relations with product and service users. Considering all this, Blood Transfusion Institute exceeds the requirements of ISO 9000 standards series.

Application of the health and fitness service quality scale (HAFSQ) in ...

African Journals Online (AJOL)

Service quality in health and recreational services represents a growing, yet currently understudied area in the service industry. Consequently, this study proposes an integrated model of health and fitness service quality and examines the relationship among service quality, satisfaction and loyalty. A thirty-nine item health ...

MEMBANGUN SERVICE QUALITY UNTUK MENCAPAI KEPUASAN KONSUMEN DI INDUSTRI HOSPITALITY

Directory of Open Access Journals (Sweden)

Sienny Thio

2001-01-01

Full Text Available Service quality is necessary especially in the hospitality industry, remembering that consumers have expectations that must be fulfilled and satisfied. Consumers often expect to get maximal service from the service providers and wish to be treated professionally and as a unique individual. This paper seeks to give a further idea about service quality which can be developed and done by service providers with the hope of fulfilling consumer expectations and finally to satisfy all consumers, both internal and external to the company. Abstract in Bahasa Indonesia : Service Quality sangat dibutuhkan terutama di industri hospitality mengingat konsumen yang mempunyai ekspektasi yang selalu ingin dipenuhi dan dipuaskan. Konsumen selalu mengharapkan untuk mendapatkan service yang maksimal dari para penyedia jasa dalam hal ingin diperlakukan secara professional, dan diperlakukan sebagai individu yang unik. Tulisan ini dimaksudkan untuk memberikan gambaran yang lebih jauh mengenai service quality yang dapat dibangun dan dilakukan oleh para penyedia jasa yang diharapkan dapat memenuhi ekspektasi dari konsumen yang pada akhirnya dapat memuaskan eksternal konsumen maupun internal konsumen. Kata kunci: hospitality, service quality, ekspektasi, kepuasan, penyedia jasa.

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.

The Effect of VAT e-Service Quality on Taxpayers’ Satisfaction in Iran

Directory of Open Access Journals (Sweden)

Maryam Alipour

2017-03-01

Full Text Available The design of e-government websites with improper service quality is one of the common problems in the contemporary era. Users’ perceptions of e-service quality are affected by their perceived service content and delivery quality. In this study, based on the model of e-government service quality, first we identify the factors of service content and delivery related to Value Added Tax (VAT system in Iran. Then, we develop a conceptual model that depicts the influence of these factors on service quality and users’ satisfaction.  Data gathering is performed through electronic questionnaire and the case study of taxpayers using VAT services. The results show that transactional performance and accessibility respectively, have the greatest impact on quality of service content and delivery. In addition, the users’ positive perceptions of service content and delivery quality influence their positive perceptions of overall service quality. This study offers the design of a user-centric governmental website with effective service quality to improve users’ satisfaction and also to encourage the adoption and continuance use of these services.

Impact of CRM practices on service quality in the banking industry

Directory of Open Access Journals (Sweden)

Sana Hafeez

2017-06-01

Full Text Available The present study investigates the impact of customer relationship management practices on the service quality in the banking sector. CRM practices have been found to greatly influence not only the customer satisfaction and loyalty but also the quality of services provided by organization. The study focuses on three CRM practices of Attitude towards clients, Efficiency of banking services and Knowledge ability and their impact on the service quality. As customers are more aware about the services so they ensure service quality. Employee’s knowledge ability helps customers to gain experience that actually leads towards service quality and efficiency in services provided by the banks also help in service quality. The study used survey design and the sample consisted of 230 respondents. These respondents were customers of different banks in the city of Rawalpindi, Pakistan. The results indicate that knowledge ability of employees and attitude towards clients is having significant influence on service quality. However, CRM practice of Efficiency of banking services was found to be insignificant. The study has managerial implications for the banking industry. The study also provides future directions.

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.

Operationalisation of service quality in household waste collection.

Science.gov (United States)

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

2017-04-01

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

Winter wheat quality monitoring and forecasting system based on remote sensing and environmental factors

International Nuclear Information System (INIS)

Haiyang, Yu; Yanmei, Liu; Guijun, Yang; Xiaodong, Yang; Chenwei, Nie; Dong, Ren

2014-01-01

To achieve dynamic winter wheat quality monitoring and forecasting in larger scale regions, the objective of this study was to design and develop a winter wheat quality monitoring and forecasting system by using a remote sensing index and environmental factors. The winter wheat quality trend was forecasted before the harvest and quality was monitored after the harvest, respectively. The traditional quality-vegetation index from remote sensing monitoring and forecasting models were improved. Combining with latitude information, the vegetation index was used to estimate agronomy parameters which were related with winter wheat quality in the early stages for forecasting the quality trend. A combination of rainfall in May, temperature in May, illumination at later May, the soil available nitrogen content and other environmental factors established the quality monitoring model. Compared with a simple quality-vegetation index, the remote sensing monitoring and forecasting model used in this system get greatly improved accuracy. Winter wheat quality was monitored and forecasted based on the above models, and this system was completed based on WebGIS technology. Finally, in 2010 the operation process of winter wheat quality monitoring system was presented in Beijing, the monitoring and forecasting results was outputted as thematic maps

Service Quality Of Diagnostic Fine Needle Aspiration Cytology In A Tertiary Care Hospital Of Lahore (Process Measure As Patient's Perspective).

Science.gov (United States)

Rizvi, Zainab; Usmani, Rabia Arshed; Rizvi, Amna; Wazir, Salim; Zahra, Taskeen; Rasool, Hafza

2017-01-01

Quality of any service is the most important aspect for the manufacturer as well as the consumer. The primary objective of any nation's health system is to provide supreme quality health care services to its patients. The objective of this study was to assess the quality of diagnostic fine needle aspiration cytology service in a tertiary care hospital. As Patient's perspectives provide valuable information on quality of process, therefore, patient's perception in terms of satisfaction with the service was measured. In this cross sectional analytical study, 291 patients undergoing fine needle aspiration cytology in Mayo Hospital were selected by systematic sampling technique. Information regarding satisfaction of patients with four dimensions of service quality process, namely "procedure, sterilization, conduct and competency of doctor" was collected through interview on questionnaire. The questionnaire was developed on SERVQUAL model, a measurement tool, for quality assessment of services provided to patients. All items were assessed on 2- point likert scale (0=dissatisfied, 1=satisfied). Frequencies and percentages of satisfied and dissatisfied patients were recorded for each item and all items in each dimension were scored. If the percentage of sum of all item scores of a dimension was ≥60, the dimension was 'good quality'. Whereas quality' dimension. Data was analysed using epi-info-3.5.1. Fisher test was applied to check statistical significance. (p-value service quality process, Procedure (48.8%), Sterilization (51.5%) and practitioner conduct (50.9%) were perceived as 'poor' by the patients. Only practitioner competency (67.4%) was perceived as 'good'. Comparison of dimensions of service quality scoring with overall level of patient satisfaction revealed that all 4 dimensions were significantly related to patient dissatisfaction (pservice quality of therapeutic and diagnostic procedures in public hospitals should be routinely monitored from the patients