WorldWideScience

Sample records for service quality performance

  1. Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2011-04-01

    This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled service ...

  2. Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2011-07-01

    This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled service ...

  3. Analytical quality, performance indices and laboratory service

    DEFF Research Database (Denmark)

    Hilden, Jørgen; Magid, Erik

    1999-01-01

    analytical error, bias, cost effectiveness, decision-making, laboratory techniques and procedures, mass screening, models, statistical, quality control......analytical error, bias, cost effectiveness, decision-making, laboratory techniques and procedures, mass screening, models, statistical, quality control...

  4. 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.

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

    OpenAIRE

    Tzeng, Gwo-Hshiung; Chang, Hung-Fan

    2011-01-01

    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 (M...

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

    Directory of Open Access Journals (Sweden)

    Remus Gherman

    2015-05-01

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

  7. Applying importance-performance analysis to evaluate banking service quality

    Directory of Open Access Journals (Sweden)

    André Luís Policani Freitas

    2012-11-01

    Full Text Available In an increasingly competitive market, the identification of the most important aspects and the measurement of service quality as perceived by the customers are important actions taken by organizations which seek the competitive advantage. In particular, this scenario is typical of Brazilian banking sector. In this context, this article presents an exploratory case study in which the Importance-Performance Analysis (IPA was used to identify the strong and the weak points related to services provided by a bank. In order to check the reliability of the questionnaire, Cronbach's alpha and correlation analyses were used. The results are presented and some actions have been defined in order to improve the quality of services.

  8. 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.

  9. 77 FR 33808 - Agency Information Collection; Activity Under OMB Review: Airline Service Quality Performance...

    Science.gov (United States)

    2012-06-07

    ... DEPARTMENT OF TRANSPORTATION Research & Innovative Technology Administration [Docket ID Number RITA 2008-0002] Agency Information Collection; Activity Under OMB Review: Airline Service Quality.... SUPPLEMENTARY INFORMATION: OMB Approval No. 2138-0041 Title: Airline Service Quality Performance -Part 234. Form...

  10. 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...

  11. 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...

  12. Performance-Based Service Quality Model: An Empirical Study on Japanese Universities

    Science.gov (United States)

    Sultan, Parves; Wong, Ho

    2010-01-01

    Purpose: This paper aims to develop and empirically test the performance-based higher education service quality model. Design/methodology/approach: The study develops 67-item instrument for measuring performance-based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha.…

  13. 75 FR 41920 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Science.gov (United States)

    2010-07-19

    ... DEPARTMENT OF TRANSPORTATION Research & Innovative Technology Administration [Docket ID Number RITA 2008-0002] Agency Information Collection; Activity Under OMB Review; Airline Service Quality...: Airline Service Quality Performance--Part 234. Form No.: BTS Form 234. Type Of Review: Re-instatement of...

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

    Science.gov (United States)

    Ibrahim, Hamdi H. M.

    2016-01-01

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

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

    Science.gov (United States)

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

    2016-08-01

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

  16. Quality Assurance VS. Quality Culture into the Higher Education Services Sector. Points of Convergence to Performance

    OpenAIRE

    Popa Simona; Constantinescu Lucreþia Mariana; Ionescu Romaniþa Valentina

    2013-01-01

    Our paper focus to approch an analitical analysis between the quality assurance process and the organizational quality culture. The main but was to demonstrate that, the both process are providing together to Romanian universities performance.

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

    Directory of Open Access Journals (Sweden)

    Zaoquan Jian

    2013-03-01

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

  18. Motivating medical information system performance by system quality, service quality, and job satisfaction for evidence-based practice

    Science.gov (United States)

    2012-01-01

    Background No previous studies have addressed the integrated relationships among system quality, service quality, job satisfaction, and system performance; this study attempts to bridge such a gap with evidence-based practice study. Methods The convenience sampling method was applied to the information system users of three hospitals in southern Taiwan. A total of 500 copies of questionnaires were distributed, and 283 returned copies were valid, suggesting a valid response rate of 56.6%. SPSS 17.0 and AMOS 17.0 (structural equation modeling) statistical software packages were used for data analysis and processing. Results The findings are as follows: System quality has a positive influence on service quality (γ11= 0.55), job satisfaction (γ21= 0.32), and system performance (γ31= 0.47). Service quality (β31= 0.38) and job satisfaction (β32= 0.46) will positively influence system performance. Conclusions It is thus recommended that the information office of hospitals and developers take enhancement of service quality and user satisfaction into consideration in addition to placing b on system quality and information quality when designing, developing, or purchasing an information system, in order to improve benefits and gain more achievements generated by hospital information systems. PMID:23171394

  19. 00001:Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2014-02-01

    00001:This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled se...

  20. 00001:Airline Service Quality Performance 234 (On-Time performance data).

    Science.gov (United States)

    2011-11-01

    00001:This CD presents data reported by U.S. certificated air carriers so that information on the air carriers' quality of service can be made available to consumers of air transportation. Carriers within 1% or more of the total domestic scheduled se...

  1. Improving student satisfaction of Andalas University Dormitory through Service Quality and Importance Performance Analysis

    Science.gov (United States)

    Putri, Nilda Tri; Anggraini, Larisa

    2018-03-01

    Residential satisfaction of university dormitories serve as one of the significant aspects in the framework of sustainability in higher education. This research investigated the quality of dormitory services in Andalas University Dormitory based on student’s satisfaction. According to management residential, the enrollment of residential student has increased gradually in Andalas University. In 2016, capacity of residential student is 1686, but only 1081 students can stay at dormitory because some rooms in bad condition. There are a lot of problems and complaints regarding dormitory’s service quality i.e water problems, leaky rooms and bathrooms, cleanliness and inadequate facilities in residential college. In addition, there are 20% of last year student’s residential check out before the time of contract runs out. The aim of this research are understanding the level of GAP exists between expectation and perception students’ residential in the content of service quality and evaluating the improvement priority services using Importance Performance Analysis. This study is measuring service quality by using Responsiveness, Assurance, Empathy, Reliability and Tangible dimension. A negative GAP indicates that the actual services are than what was expected and the GAP is highlighted area for improvement. Based on IPA, management should improve this following dimension services : responsiveness, tangible and assurance dimension.

  2. Evaluation of Service Quality in Brewery Using Importance-Performance Analysis

    Directory of Open Access Journals (Sweden)

    Ingaldi Manuela

    2016-03-01

    Full Text Available Because of its specificity, service quality is difficult to assess, especially since there is no materiality in it, it cannot be seen. Usually the gap between the expectations of customer and their perceptions in relation to a particular service is observed. This article aim is to evaluate the quality of catering services offered by one of the breweries (restaurant in Silesia. The importance-performance analysis, which is often underestimated, was used in order to show its advantages. The survey was conducted among 137 customers of the selected brewery in Czestochowa. The average values of evaluations of all individual questions from both parts of survey were calculated. Then, average values for the pair of statements (performance; importance were placed in the importance-performance map. The analysis revealed that the service quality of the research brewery is placed in quadrant II, i.e. the area of reasonable property of needs. This means that the improvement of service quality is not necessary.

  3. PENGARUH GUIDE PERFORMANCE DAN QUALITY TOURISM SERVICE TERHADAP REVISIT INTENTION DI KEBUN RAYA BOGOR

    Directory of Open Access Journals (Sweden)

    Rian Andriani

    2016-11-01

    ABSTRACT Bogor Botanical Gardens is one of tourist destination in Bogor City, West Java, which the geographical in a strategic location between two big cities, Jakarta and Bandung. This location factor is can become an opportunity for Bogor Botanical Gardens to become a favorite tourist destination in Bogor City. Guide Performance and Quality Tourism Service is one of part of the tourism, so the researcher focus to Guide Performance and Quality Tourism Service To Revisit Intention in Bogor Botanical Gardens. In this research, the researcher used quantitative methode with descriptive verificative. The researcher used 100 respondent for a sample. In this research, the researcher used multiple linier regresion analysis with hypotesis test used determination coefficient test and F test. The classical assumption of this research is used normality test, multicollinearity test, heteroskedastisitas test and auto correlation test. In this research, the Guide Performance and Quality Tourism Service factors has an influence 33,2% of Revisit Intention in Bogor Botanical Garden. Keywords: Guide Performance, Quality Tourism Service and Revisit Intention

  4. Management commitment to service quality, job embeddedness, and performance outcomes: A study of hotel employees in Romania

    OpenAIRE

    Cojocaru, Georgiana

    2011-01-01

    ABSTRACT: The purpose of this thesis is to develop and test a conceptual model that examines the relationships among management commitment to service quality, job embeddedness, and performance outcomes. Training, empowerment, and rewards are the indicators of management commitment to service quality. Service recovery performance and extra-role customer service are the performance variables. The aforementioned relationships were tested via data obtained from employees in the four- and f...

  5. Performance indicators for quality in surgical and laboratory services at Muhimbili National Hospital (MNH) in Tanzania.

    Science.gov (United States)

    Mbembati, Naboth A; Mwangu, Mugwira; Muhondwa, Eustace P Y; Leshabari, Melkizedek M

    2008-04-01

    Muhimbili National Hospital (MNH), a teaching and national referral hospital, is undergoing major reforms to improve the quality of health care. We performed a retrospective descriptive study using a set of performance indicators for the surgical and laboratory services of MNH in years 2001 and 2002, to help monitor and evaluate the impact of reforms on the quality of health care during and after the reform process. Hospital records were reviewed and information recorded for planned and postponed operations, laboratory equipment, reagents, laboratory tests and quality assurance programmes. In the year 2001 a total of 4332 non-emergency operations were planned, 3313 operations were performed and 1019 (23.5%) operations were postponed. In the year 2002, 4301 non-emergency operations were planned, 3046 were performed and 1255 (29%) were postponed. The most common reasons for operation postponement were "time-barred", interference by emergency operations, no show of patients and inoperable anaesthetic machines. Equipment problems and supply and staff shortages together accounted for one quarter of postponements. In the laboratory, a lack of equipment prevented some tests, but quality assurance was performed for most tests. Current surgical services at MNH are inadequate; operating theatres require modern, functioning equipment and adequate supplies of consumables to provide satisfactory care.

  6. Pengaruh Organizational Citizenship Behavior pada Performance dengan Service Quality, Satisfaction dan Behavior Intention Sebagai Anteseden

    OpenAIRE

    Joko Suyono; Sinto Sunaryo

    2015-01-01

    The purpose of the study is to observe the influence of organizational citizen behavior to performance. Organizational citizen behavior is affected by three variables namely satisfaction, service quality and behavior intention. The study was conducted on 12 nurses, 128 patients, and 10 nursing supervisor at a private hospital in Surakarta, Jawa Tengah. Stratified random sampling technique was applied to determine the number of sample. The result was based on structural equation modeling (SEM)...

  7. Pengaruh Organizational Citizenship Behavior Pada Performance Dengan Service Quality, Satisfaction Dan Behavior Intention Sebagai Anteseden

    OpenAIRE

    Sinto Sunaryo, Joko Suyono dan

    2015-01-01

    The purpose of the study is to observe the influence of organizational citizen behavior to performance. Organizational citizen behavior is affected by three variables namely satisfaction, service quality and behavior intention. The study was conducted on 12 nurses, 128 patients, and 10 nursing supervisor at a private hospital in Surakarta, Jawa Tengah. Stratified random sampling technique was applied to determine the number of sample. The result was based on structural equation modeling (SEM)...

  8. Development of a new quality fair access best value performance indicator (BVPI) for recycling services.

    Science.gov (United States)

    Harder, M K; Stantzos, N; Woodard, R; Read, A

    2008-01-01

    Recycling schemes are being used worldwide to reduce the impact of municipal waste. Those using public funds are usually obliged to set performance indicators by which the standards of such schemes can be measured. In the UK, a set of statutory Best Value Performance Indicators (BVPI) must be reported annually, such as the Quality of Fair Access, which monitors the public's access to recycling facilities within 1000 m (known as BVPI 91). This work shows that BVPI 91, and performance indicators like it, quantify only very basic recycling services. A much more sensitive performance indicator is developed in this paper, labelled as the Maximum Practicable Recycling Rate Provision (MPRRP) achievable by a local authority. It indicates the percentage of local waste that could be reasonably recycled using the services provided, calculated on the basis of the average composition of the local waste, the local population coverage for collection of any materials, and nationally provided information stating how much of each material stream is generally suitable (practical) for recycling. Evidence for the usefulness of this new quantity is presented. Although this paper refers a particular performance indicator in the UK, its findings are applicable to all urban areas worldwide needing to monitor recycling service. Furthermore, the MPRRP could be used for planning purposes, and for determining the level of performance of an existing service, by comparing its predicted recycling rate to that actually obtained. Further work is now being carried out on this.

  9. How to construct a service quality index in performance based ratemaking

    Energy Technology Data Exchange (ETDEWEB)

    Alexander, B.R.

    1996-04-01

    Nothing will derail the movement to competition quicker than a falloff in service quality. During the uncertain transition to a more competitive electricity market, utility regulators should carry out their duty to ensure adequate service quality by adopting innovative performance tracking methods. Despite all the talk - and there is plenty of that - the restructuring of the electric utility industry is not yet upon us. But many state regulatory bodies - having already experienced restructuring in the telecommunications industry, in which many employed new regulatory models known under the rubric of performance-based regulation - are beginning to experiment with some form of PBR in the increasingly competitive electricity industry. PBR is usually undertaken on the assumption that, in a more competitive industry, a lighter regulatory hand coupled with the discipline of market competition will produce better results for both utility customers and shareholders. PBR, as an alternative to traditional base rate regulation, typically retains strict control over basic service rates for core customers, either by freezing prices or establishing a formula that restricts the utility`s ability to raise prices for these customer groups. The utilty is usually given significant pricing and marketing flexibility over more competitive services and the ability to retain earnings from these services. A hallmark of these alternative schemes is their multi-year nature: the utility is offered the opportunity to earn higher profits over, say, a two-to-five year period, in return for stricter regulatory controls on prices charged to core customers. The purpose of this article, based in large part on the telecommunications experience, is to describe why it is necessary to address customer service issues that are inherent in PBR and to provide the basic tools to create a customer service and reliability index that can be included in any alternative rate plan for a utilty.

  10. Data on the key performance indicators for quality of service of GSM networks in Nigeria

    Directory of Open Access Journals (Sweden)

    Segun I. Popoola

    2018-02-01

    Full Text Available In this data article, the Key Performance Indicators (KPIs for Quality of Service (QoS of Global System for Mobile Communications (GSM networks in Nigeria are provided and analyzed. The data provided in this paper contain the Call Setup Success Rate (CSSR, Drop Call Rate (DCR, Stand-alone Dedicated Channel (SDCCH congestion, and Traffic Channel (TCH congestion for the four GSM network operators in Nigeria (Airtel, Etisalat, Glo, and MTN. These comprehensive data were obtained from the Nigerian Communications Commission (NCC. Significant differences in each of the KPIs for the four quarters of each year were presented based on Analysis of Variance (ANOVA. The values of the KPIs were plotted against the months of the year for better visualization and understanding of data trends across the four quarters. Multiple comparisons of the mean-quarterly differences of the KPIs were also presented using Tukey's Post Hoc test. Public availability and further interpretation and discussion of these useful information will assist the network providers, Nigerian government, local and international regulatory bodies, policy makers, and other stakeholders in ensuring access of people, machines, and things to high quality telecommunications services. Keywords: Quality of service, GSM networks, Call setup success rate, Drop call rate, Stand-alone dedicated channel congestion, Traffic channel congestion

  11. Investigation of the mediating effects of IT governance-value delivery on service quality and ERP performance

    Science.gov (United States)

    Tsai, Wen-Hsien; Chou, Yu-Wei; Leu, Jun-Der; Chao Chen, Der; Tsaur, Tsen-Shu

    2015-02-01

    This study aimed to explore the mediating effects of IT governance (ITG)-value delivery in the relationships among the quality of vendor service, the quality of consultant services, ITG-value delivery and enterprise resource planning (ERP) performance. The sampling of this research was acquired from a questionnaire survey concerning ERP implementations in Taiwan. In this survey, 4366 questionnaires were sent to manufacturing and service companies listed in the TOP 5000: The Largest Corporations in Taiwan 2009. The results showed that an ERP system will exhibit a decreased error rate and improved performance if ERP system vendors and consultants provide good service quality. The results also demonstrated that significant relationships exist among the quality of vendor service, the quality of consultant services and value delivery. The contribution of this article is twofold. First, it found that value delivery provides an effective measure of ERP performance under an ITG framework. Second, it provides evidence of the partial mediating effects of value delivery between service quality and ERP performance. In other words, if enterprises want to improve ERP performance, they need to consider factors such as value delivery and the quality of a vendor/consultant's service.

  12. Quality pharmacy services and key performance indicators in Polish NICUs: a Delphi approach.

    Science.gov (United States)

    Krzyżaniak, Natalia; Pawłowska, Iga; Bajorek, Beata

    2018-03-31

    Background Currently, there is no literature describing what a quality level of practice entails in Polish neonatal intensive care units (NICUs), nor are there any means of currently measuring the quality of pharmaceutical care provided to NICU patients. Objective To identify a set of essential pharmacist roles and pharmacy-relevant key performance indicators (KPI's) suitable for Polish neonatal intensive units (NICUs). Setting Polish hospital pharmacies and NICUs. Method Using a modified Delphi technique, potential KPI's structured along Donabedian's domains as well as pharmacy services were presented to an expert panel of stakeholders. Two online, consecutive Delphi rounds, were completed by panellists between August and September 2017. Main outcome measure To identify the minimum level of pharmacy services that should be consistently provided to NICU patients. Results A total of 16 panellists contributed to the expert panel. Overall, consensus of 75% was reached for 23 indicators and for 28 roles. When considering pharmacy services for the NICU, the experts were found to highly value traditional pharmacy roles, such as dispensing and extemporaneous compounding, however, they were still eager for roles in the other domains, such as educational and clinical services, to be listed as essential for NICU practice. Panellists were found to positively value the list of indicators presented, and excluded only 9 out of the total list. Conclusion There is a need for future research to establish a minimum standard of practice for Polish pharmacists to encourage the progression and standardisation of hospital pharmacy services to meet the level of practice seen in NICUs worldwide.

  13. 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...

  14. Data on the key performance indicators for quality of service of GSM networks in Nigeria.

    Science.gov (United States)

    Popoola, Segun I; Atayero, Aderemi A; Faruk, Nasir; Badejo, Joke A

    2018-02-01

    In this data article, the Key Performance Indicators (KPIs) for Quality of Service (QoS) of Global System for Mobile Communications (GSM) networks in Nigeria are provided and analyzed. The data provided in this paper contain the Call Setup Success Rate (CSSR), Drop Call Rate (DCR), Stand-alone Dedicated Channel (SDCCH) congestion, and Traffic Channel (TCH) congestion for the four GSM network operators in Nigeria (Airtel, Etisalat, Glo, and MTN). These comprehensive data were obtained from the Nigerian Communications Commission (NCC). Significant differences in each of the KPIs for the four quarters of each year were presented based on Analysis of Variance (ANOVA). The values of the KPIs were plotted against the months of the year for better visualization and understanding of data trends across the four quarters. Multiple comparisons of the mean-quarterly differences of the KPIs were also presented using Tukey's Post Hoc test. Public availability and further interpretation and discussion of these useful information will assist the network providers, Nigerian government, local and international regulatory bodies, policy makers, and other stakeholders in ensuring access of people, machines, and things to high quality telecommunications services.

  15. THE PERFORMANCE OF SERVQUAL TO MEASURE SERVICE QUALITY IN PRIVATE UNIVERSITY

    OpenAIRE

    Leonnard

    2018-01-01

    The increasing number of educational services has caused a high competition in this industry. In Indonesia, the number of private universities is the highest compared to state universities and other forms of higher education institutions. Ability to predict factors that are important in providing educational services to achieve student satisfaction and make them loyal to the university is highly necessary. In this study, we investigated the main factors of service quality that affect student ...

  16. THE PERFORMANCE OF SERVQUAL TO MEASURE SERVICE QUALITY IN PRIVATE UNIVERSITY

    Directory of Open Access Journals (Sweden)

    Leonnard

    2018-03-01

    Full Text Available The increasing number of educational services has caused a high competition in this industry. In Indonesia, the number of private universities is the highest compared to state universities and other forms of higher education institutions. Ability to predict factors that are important in providing educational services to achieve student satisfaction and make them loyal to the university is highly necessary. In this study, we investigated the main factors of service quality that affect student satisfaction and loyalty by collecting data from 319 students from London School of Public Relation in Jakarta. Structural equation modeling (SEM was employed to analyze the data through AMOS 24 statistical package. The findings indicated that the main factors influencing student satisfaction in private university are tangible and reliability consisting of: 1 comfortable lecture rooms, 2 adequate library facilities, 3 neat staff appearance, 4 non-discriminatory treatments provided by staff and lecturers, 5 high ability and knowledge provided by staffs and lecturers, and 6 appropriate academic services provided by the university. Student satisfaction with these factors would indirectly lead to loyalty to the university. Finally, service quality measurement through SERVQUAL was redundant as a model to measure the effect of service quality in educational service.

  17. E- Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Performance: An Empirical Investigation in Jordan Mobile Phone Services

    Directory of Open Access Journals (Sweden)

    Khalid Al-Momani

    2012-01-01

    Full Text Available Electronic Customer relationship management performance E-CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of E-CRM performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researchers to investigate ease of use, usability, enjoyment and e- service quality as antecedents of electronic customer relationship management performance in mobile phone services industry. 488 questionnaires have returned and analyzed. Four factors been tested to investigate the relationship with E-CRM performance. The analysis shown that e- service quality, ease of use and usability was positively significant towards E-CRM performance. Enjoyment has failed to predict E-CRM performance. This paper makes a theoretical and methodological contribution and suggestion for the managers in improving their E-CRM performance in mobile phone service industry. Key words: E-customer relationship management performance, Mobile Phone Services, e- service quality, ease of use, enjoyment and usability.Key words: relationship management, CRM

  18. Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

    Science.gov (United States)

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2007-01-01

    Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed.

  19. Service Quality Assessment of an Airport Restaurants Using Important Performance Analyze

    Directory of Open Access Journals (Sweden)

    Aslı Albayrak

    2014-09-01

    Full Text Available In today’s, because of some reasons such as increase in disposable income, urbanization and decreasing time due to the education and work increase number of people eating in restaurants and depend ofthis,number of restaurant has increased with every passing day. That’s why ıt’s vitally important for a restaurant to meet the demands and expectations of customers and offer quality service for the survival. Therefore, the aim of this study was to identify gap between customers’ demands and expectation and correspondingly service quality in Turkish airline restaurants.Eight fast food restaurants in Istanbul Atatürk Airline were selected for this study. Questionnaires were used to collect data and 321 airline restaurant costumer responded to the questionnaire distributed between the months of February and May in 2014. For data analysis, frequency tables and t test were used. According to the results, when customers identify some service quality dimensions are sufficient, they identify other service quality dimensions inadequate.

  20. 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.

  1. Importance/performance analysis: a tool for service quality control by clinical laboratories.

    Science.gov (United States)

    Scammon, D L; Weiss, R

    1991-01-01

    A study of customer satisfaction with clinical laboratory service is used as the basis for identifying potential improvements in service and more effectively targeting marketing activities to enhance customer satisfaction. Data on customer satisfaction are used to determine the aspects of service most critical to customers, how well the organization is doing in delivery of service, and how consistent service delivery is. Importance-performance analysis is used to highlight areas for future resource reallocation and strategic emphasis. Suggestions include the establishment of performance guidelines for customer contact personnel, the enhancement of timely delivery of reports via electronic transmission (computer and fax), and the development of standardized graphics for request and report forms to facilitate identification of appropriate request forms and guide clients to key items of information on reports.

  2. Cardiopulmonary resuscitation by Emergency Medical Services in South Africa: Barriers to achieving high quality performance

    Directory of Open Access Journals (Sweden)

    Jean-Paul Veronese

    2018-03-01

    Conclusion: Overall knowledge and skill performance was below standard. This study suggests that theoretical knowledge has a small but notable role to play on some components of skill performance. Demographic variables that affected both knowledge and skill may be used to improve training and the overall quality of Basic Life Support CPR delivery by EMS personnel.

  3. Performance, Process, and Costs: Managing Service Quality with the Balanced Scorecard.

    Science.gov (United States)

    Poll, Roswitha

    2001-01-01

    Describes a cooperative project among three German libraries that used the Balanced Scorecard as a concept for an integrated quality management system. Considers performance indicators across four perspectives that will help academic libraries establish an integrated controlling system and to collect and evaluate performance as well as cost data…

  4. MANAGING SERVICE QUALITY

    Directory of Open Access Journals (Sweden)

    Andreea BUDEANU

    2015-04-01

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

  5. Service Quality Assessment of an Airport Restaurants Using Important Performance Analyze

    OpenAIRE

    Aslı Albayrak

    2014-01-01

    In today’s, because of some reasons such as increase in disposable income, urbanization and decreasing time due to the education and work increase number of people eating in restaurants and depend ofthis,number of restaurant has increased with every passing day. That’s why ıt’s vitally important for a restaurant to meet the demands and expectations of customers and offer quality service for the survival. Therefore, the aim of this study was to identify gap between cus...

  6. Quality Assurance in Individual Monitoring: 10 Years of Performance Monitoring of the TLD Based TNO Individual Monitoring Service (invited paper)

    International Nuclear Information System (INIS)

    Dijk, J.W.E. van

    1998-01-01

    The QA subscription forms the nucleus of the Quality Assurance (QA) programme of the TLD-based Individual Monitoring Service of TNO-CSD. This QA subscription is the subscription of a dummy customer to the service. As this customer is treated exactly like a normal customer, all aspects of the service are monitored by the QA subscription. An overview is given of 10 years of monitoring the performance of the service. Various improvements over the past decade have resulted in a standard deviation in a low dose measurement of 0.01 mSv and a relative standard deviation at higher doses of 5%. These figures represent the performance under routine circumstances and thus include variations due to variations in the natural background from place to place and, for example, due to transport. (author)

  7. Quality Assurance in Individual Monitoring: 10 Years of Performance Monitoring of the TLD Based TNO Individual Monitoring Service (invited paper)

    Energy Technology Data Exchange (ETDEWEB)

    Dijk, J.W.E. van

    1998-07-01

    The QA subscription forms the nucleus of the Quality Assurance (QA) programme of the TLD-based Individual Monitoring Service of TNO-CSD. This QA subscription is the subscription of a dummy customer to the service. As this customer is treated exactly like a normal customer, all aspects of the service are monitored by the QA subscription. An overview is given of 10 years of monitoring the performance of the service. Various improvements over the past decade have resulted in a standard deviation in a low dose measurement of 0.01 mSv and a relative standard deviation at higher doses of 5%. These figures represent the performance under routine circumstances and thus include variations due to variations in the natural background from place to place and, for example, due to transport. (author)

  8. Organizational performance focused on users' quality of life: The role of service climate and "contribution-to-others" wellbeing beliefs.

    Science.gov (United States)

    Pătraș, Luminița; Martínez-Tur, Vicente; Estreder, Yolanda; Gracia, Esther; Moliner, Carolina; Peiró, José María

    2018-06-01

    The investigation of organizational factors as precursors of the quality of life (QoL) of service users in organizations for individuals with intellectual disability has been relatively neglected.With this in mind, this study tests the mediation of service climate between employee's "contribution-to-others" wellbeing beliefs (COWBs) and organizational performance focused on the QoL of individuals with intellectual disability. A total of 104 organizations participated in the study. Data were collected from 885 employees and 809 family members of individuals with intellectual disability. The results of the multilevel mediation model supported the hypotheses. When employees believe that their own wellbeing depends on helping others (COWBs) service climate reported by employees is stimulated. Service climate in turn was associated with organizational performance focused on QoL of people with intellectual disability, assessed by family members. The manuscript concludes with theoretical and practical implications of the study. Copyright © 2018 Elsevier Ltd. All rights reserved.

  9. Internal service quality by integrated approach Performance Control Matrix (PCM & Importance-Satisfaction Model (Studied in Yazd Regional Power Company

    Directory of Open Access Journals (Sweden)

    Saeid Peirow

    2016-02-01

    Full Text Available Today, the internal service quality as one of the most important factors affecting the recruitment and retention of staff is considered. The present study sought to examine the internal service quality of Yazd Regional Electric, finally, select appropriate strategies to improve the quality of local services in the organization. The application of this study is base on survey method.Data were collected from questionnaires to evaluate the 26 components of internal service quality of Yazd Regional Electric, has been used. Research community is the staff of the organisation.Also, the sample size, the initial questionnaire was distributed according to Cochran's formula is calculated.In order to analyze research data, the model is important - satisfaction and performance control matrix to identify those components that are used need to be improved.Also, in order to prioritize measures to improve employee satisfaction index is used. Data analysis using above tools show, 8 criteria are in improvment area. So, these criteria are prioritized with ESI.

  10. Medicare Advantage and Fee-for-Service Performance on Clinical Quality and Patient Experience Measures: Comparisons from Three Large States.

    Science.gov (United States)

    Timbie, Justin W; Bogart, Andy; Damberg, Cheryl L; Elliott, Marc N; Haas, Ann; Gaillot, Sarah J; Goldstein, Elizabeth H; Paddock, Susan M

    2017-12-01

    To compare performance between Medicare Advantage (MA) and Fee-for-Service (FFS) Medicare during a time of policy changes affecting both programs. Performance data for 16 clinical quality measures and 6 patient experience measures for 9.9 million beneficiaries living in California, New York, and Florida. We compared MA and FFS performance overall, by plan type, and within service areas associated with contracts between CMS and MA organizations. Case mix-adjusted analyses (for measures not typically adjusted) were used to explore the effect of case mix on MA/FFS differences. Performance measures were submitted by MA organizations, obtained from the nationwide fielding of the Medicare Consumer Assessment of Healthcare Providers and Systems (MCAHPS) Survey, or derived from claims. Overall, MA outperformed FFS on all 16 clinical quality measures. Differences were large for HEDIS measures and small for Part D measures and remained after case mix adjustment. MA enrollees reported better experiences overall, but FFS beneficiaries reported better access to care. Relative to FFS, performance gaps were much wider for HMOs than PPOs. Excluding HEDIS measures, MA/FFS differences were much smaller in contract-level comparisons. Medicare Advantage/Fee-for-Service differences are often large but vary in important ways across types of measures and contracts. © Health Research and Educational Trust.

  11. 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...

  12. DEVELOPMENT OF PERFORMANCE MODEL FOR QUALITY AND PROCESS IMPROVEMENT IN BUSINESS PROCESS SERVICE INDUSTRY

    Directory of Open Access Journals (Sweden)

    Samson Oludapo

    2017-06-01

    Full Text Available When it comes to performance improvement process, literature abounds with lean, agile and lean-agile. Over the years, the implementation of the improvement processes of lean and agile had met with resounding success in the manufacturing, production, and construction industry. For this reason, there is an interest to develop a performance process for business process service industry incorporating the key aspect of lean and agile theory extracted from the extant literature. The researcher reviewed a total of 750 scholarly articles, grouped them according to the relationship to central theme - lean or agile, and thereafter uses factor analysis under principal component method to explain the relationship of the items. The result of this study showed that firms focusing on cost will minimize the investment of resources in business operations this, in turn, will lead to difficulties in responding to changing customer's requirements in terms of volume, delivery, and new product. The implication is that on the long run cost focus strategy negatively influence flexibility.

  13. The quality of insurance intermediary services: An analysis of conduct and performance in the German market of insurance intermediation

    OpenAIRE

    Eckardt, Martina

    2006-01-01

    Based on a sample of 946 German insurance intermediaries, the factors that affect the quality of the information services provided by them are studied using OLS-estimations. Applying a search theoretical approach, we analyze the impact of supply and demand side variables on service quality. Besides, the working of signaling devices (like reputation, advertising or certificates) to reduce asymmetric information with respect to the service quality of insurance intermediaries is examined. The re...

  14. 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...

  15. 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.

  16. Furthering the quality agenda in Aboriginal community controlled health services: understanding the relationship between accreditation, continuous quality improvement and national key performance indicator reporting.

    Science.gov (United States)

    Sibthorpe, Beverly; Gardner, Karen; McAullay, Daniel

    2016-01-01

    A rapidly expanding interest in quality in the Aboriginal-community-controlled health sector has led to widespread uptake of accreditation using more than one set of standards, a proliferation of continuous quality improvement programs and the introduction of key performance indicators. As yet, there has been no overarching logic that shows how they relate to each other, with consequent confusion within and outside the sector. We map the three approaches to the Framework for Performance Assessment in Primary Health Care, demonstrating their key differences and complementarity. There needs to be greater attention in both policy and practice to the purposes and alignment of the three approaches if they are to embed a system-wide focus that supports quality improvement at the service level.

  17. Performance Evaluation of Public Services: A Development of Public Services Quality Measurement and Customer Satisfaction Model on Three Cities in Java

    Directory of Open Access Journals (Sweden)

    Gita Gayatri

    2009-12-01

    Full Text Available Decentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the three areas of the Java Island. The research will use triangulation methods: qualitative research will be conducted using focus group discussions whereas quantitative research will be conducted using surveys.The findings are: first, the ten dimensions of service quality for the public sector -i.e. tangibility, reliability, responsiveness, credibility, competence, understanding customers, access, security, communication, and courtesy- were all proven to form the service quality construct in the public service quality. Moreover the proposed model that depicts the relationship between public service quality, perceived value and satisfaction was also confirmed; hence provide an evaluation tool for public services in city level.

  18. What results when firms implement practices: the differential relationship between specific practices, firm financial performance, customer service, and quality.

    Science.gov (United States)

    Gibson, Cristina B; Porath, Christine L; Benson, George S; Lawler, Edward E

    2007-11-01

    Previous research on organizational practices is replete with contradictory evidence regarding their effects. Here, the authors argue that these contradictory findings may have occurred because researchers have often examined complex practice combinations and have failed to investigate a broad variety of firm-level outcomes. Thus, past research may obscure important differential effects of specific practices on specific firm-level outcomes. Extending this research, the authors develop hypotheses about the effects of practices that (a) enable information sharing, (b) set boundaries, and (c) enable teams on 3 different firm-level outcomes: financial performance, customer service, and quality. Relationships are tested in a sample of observations from over 200 Fortune 1000 firms. Results indicate that information-sharing practices were positively related to financial performance 1 year following implementation of the practices, boundary-setting practices were positively related to firm-level customer service, and team-enabling practices were related to firm-level quality. No single set of practices predicted all 3 firm-level outcomes, indicating practice-specific effects. These findings help resolve the theoretical tension in the literature regarding the effects of organizational practices and offer guidance as to how to best target practices to increase specific work-related outcomes. Implications for theory, research, and practice are discussed. (c) 2007 APA

  19. A measurement-driven approach to assess power line telecommunication (PLT) network quality of service (QoS) performance parameters

    International Nuclear Information System (INIS)

    Betta, G; Capriglione, D; Ferrigno, L; Laracca, M

    2009-01-01

    Power line telecommunication (PLT) technology offers cheap and fast ways for providing in-home broadband services and local area networking. Its main advantage is due to the possibility of using the pre-existing electrical grid as a communication channel. Nevertheless, technical challenges arise from the difficulty of operating on a hostile medium, not designed for communication purposes, characterized by complex channel modeling and by varying time response. These aspects put practical problems for designers and testers in the assessment of network quality of service performance parameters such as the throughput, the latency, the jitter, and the reliability. The measurement of these parameters has not yet been standardized so that there do not exist reference test set-ups and measurement methodologies (i.e. the type of isolation from the ac main, the observation time and the number of experiments, the measurement uncertainty and so on). Consequently, experiments executed by adopting different methods may lead to incompatible measurement results, thus making it also impossible to have reliable comparisons of different PLT modems. Really, the development of standard procedures is a very difficult task because the scenarios in which the PLT modems can work are very wide and then the application of an exhaustive approach (in which all the parameters influencing the PLT performance should be considered) would be very complex and time consuming, thus making the modem characterization very expensive. In this paper, the authors propose a methodological approach to develop an efficient measurement procedure able to reliably assess the performance of PLT modems (in terms of network quality of service parameters) with a minimum number of experiments. It is based on both creating a reconfigurable grid to which real disturbing loads are connected and implementing an original design of the experiment technique based on the effects of the uncertainty of the measurement results

  20. The three keys to quality customer service: opening the doors to exceptional performance.

    Science.gov (United States)

    Myers, Pennie; Nance, Don W

    2002-01-01

    Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.

  1. 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.)

  2. The Quality of Banking Services in Light of the Financial Transformations and Their Impact on the Marketing Performance of the Banks in Gaza Strip

    OpenAIRE

    Al Hila , Amal ,; Alhelou , Eitedal ,; Al Shobaki , Mazen ,; Abu Naser , Samy S

    2017-01-01

    International audience; This study aimed to investigate the effect on the quality of banking services marketing performance of banks operating in the Gaza Strip in light of the financial transitions from the perspective of employees, and the disclosure of the relationship between the quality of banking services and marketing performance from the perspective of employees and customers. The researcher used descriptive and analytical approach, and the study population of employees and customers ...

  3. Service Quality in the U.S. Airline Industry: Variations in Performance Within Airlines and Between Airlines and the Industry

    Science.gov (United States)

    Rhoades, Dawna L.; Waguespack, Blaise, Jr.

    2000-01-01

    This study examined the service quality of 25 U.S. airlines (1987-1996) using data from the Department of Transportation's Air Travel Consumer Report. After a total quality and total complaint rate was calculated for these airlines, a 95 percent confidence interval was placed around the yearly and company means calculated to examine those cases that were significantly different from the mean. Results indicate that while the major carriers are converging toward a higher level of quality, there continues to be significant yearly variation. The service quality of regional carriers was much lower than major carriers and showed much greater variation.

  4. Does restaurant performance meet customers' expectations? An assessment of restaurant service quality using a modified DINESERV approach

    OpenAIRE

    Marković, Suzana; Raspor, Sanja; Šegarić, Klaudio

    2010-01-01

    The purpose of this study is to determine restaurant service quality. The aims are to: (a) assess customers’ expectations and perceptions, (b) establish the significance of difference between perceived and expected service quality, (c) identify the number of dimensions for expectations and perceptions scales of modified DINESERV model, (d) test the reliability of the applied DINESERV model. The empirical research was conducted using primary data. The questionnaire is based on Stevens et al. (...

  5. 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.

  6. 6 sigma quality performance

    International Nuclear Information System (INIS)

    Yu, Yeong Hak

    2000-03-01

    This deals with 6 sigma quality performance introducing company which has 6 sigma quality management, 6 sigma quality activity and customer, secret of success of 6 sigma quality management, what 6 sigma is, 6 sigma quality management propel system 5 propel steps of project like point of 6 sigma, flow of problem solution, tool for propel of project, performance of CTQ and total customer satisfaction, and quality management system and 6 sigma quality.

  7. Readiness to adopt a performance measurement system for substance abuse treatment: Findings from the Service Quality Measures initiative

    Directory of Open Access Journals (Sweden)

    B Myers

    2017-02-01

    Full Text Available Background. A performance measurement system – the Service Quality Measures (SQM initiative – has been developed to monitor the quality of South Africa (SA’s substance abuse treatment services. Identifying factors associated with readiness to adopt this system may inform strategies to facilitate its robust implementation. Objective. To examine factors associated with readiness to adopt a performance measurement system among SA substance abuse treatment providers. Methods. We surveyed 81 treatment providers from 13 treatment sites in the Western Cape, SA. The survey examined awareness, resources, organisational climate, leadership support and readiness to adopt the SQM system. Regression analysis was used to identify factors associated with readiness to adopt this system. Results. Readiness to adopt the SQM initiative was high (M=5.64, standard deviation 1.63. In bivariate analyses, caseload size (F=3.73 (degrees of freedom (df=3.70, p=0.015, awareness (r=0.78, p<0.0001, leadership support (r=0.70, p<0.0001, resources (r=0.65, p<0.0001, openness to change (r=0.372, p=0.001, and external pressure to change were associated with readiness to adopt the SQM. In multivariate analyses, only awareness of the SQM initiative (B=0.34, standard error (SE 0.08, t=4.4, p<0.0001 and leadership support (B=0.45, SE 0.11, t=4.0, p<0.0001 were significantly associated with readiness to adopt this system. Conclusion. While treatment providers report high levels of readiness to adopt the SQM system, findings show that the likelihood of adoption can be further increased through improved provider awareness and enhanced leadership support for this health innovation.

  8. Readiness to adopt a performance measurement system for substance abuse treatment: Findings from the Service Quality Measures initiative.

    Science.gov (United States)

    Myers, B; Petersen Williams, P; Johnson, K; Govender, R; Manderscheid, R; Koch, J R

    2017-01-30

    A performance measurement system - the Service Quality Measures (SQM) initiative - has been developed to monitor the quality of South Africa (SA)'s substance abuse treatment services. Identifying factors associated with readiness to adopt this system may inform strategies to facilitate its robust implementation. To examine factors associated with readiness to adopt a performance measurement system among SA substance abuse treatment providers. We surveyed 81 treatment providers from 13 treatment sites in the Western Cape, SA. The survey examined awareness, resources, organisational climate, leadership support and readiness to adopt the SQM system. Regression analysis was used to identify factors associated with readiness to adopt this system. Readiness to adopt the SQM initiative was high (M=5.64, standard deviation 1.63). In bivariate analyses, caseload size (F=3.73 (degrees of freedom (df)=3.70), p=0.015), awareness (r=0.78, p<0.0001), leadership support (r=0.70, p<0.0001), resources (r=0.65, p<0.0001), openness to change (r=0.372, p=0.001), and external pressure to change were associated with readiness to adopt the SQM. In multivariate analyses, only awareness of the SQM initiative (B=0.34, standard error (SE) 0.08, t=4.4, p<0.0001) and leadership support (B=0.45, SE 0.11, t=4.0, p<0.0001) were significantly associated with readiness to adopt this system. While treatment providers report high levels of readiness to adopt the SQM system, findings show that the likelihood of adoption can be further increased through improved provider awareness and enhanced leadership support for this health innovation.

  9. Performance and Quality Assessment of the Forthcoming Copernicus Marine Service Global Ocean Monitoring and Forecasting Real-Time System

    Science.gov (United States)

    Lellouche, J. M.; Le Galloudec, O.; Greiner, E.; Garric, G.; Regnier, C.; Drillet, Y.

    2016-02-01

    Mercator Ocean currently delivers in real-time daily services (weekly analyses and daily forecast) with a global 1/12° high resolution system. The model component is the NEMO platform driven at the surface by the IFS ECMWF atmospheric analyses and forecasts. Observations are assimilated by means of a reduced-order Kalman filter with a 3D multivariate modal decomposition of the forecast error. It includes an adaptive-error estimate and a localization algorithm. Along track altimeter data, satellite Sea Surface Temperature and in situ temperature and salinity vertical profiles are jointly assimilated to estimate the initial conditions for numerical ocean forecasting. A 3D-Var scheme provides a correction for the slowly-evolving large-scale biases in temperature and salinity.Since May 2015, Mercator Ocean opened the Copernicus Marine Service (CMS) and is in charge of the global ocean analyses and forecast, at eddy resolving resolution. In this context, R&D activities have been conducted at Mercator Ocean these last years in order to improve the real-time 1/12° global system for the next CMS version in 2016. The ocean/sea-ice model and the assimilation scheme benefit among others from the following improvements: large-scale and objective correction of atmospheric quantities with satellite data, new Mean Dynamic Topography taking into account the last version of GOCE geoid, new adaptive tuning of some observational errors, new Quality Control on the assimilated temperature and salinity vertical profiles based on dynamic height criteria, assimilation of satellite sea-ice concentration, new freshwater runoff from ice sheets melting …This presentation doesn't focus on the impact of each update, but rather on the overall behavior of the system integrating all updates. This assessment reports on the products quality improvements, highlighting the level of performance and the reliability of the new system.

  10. 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...

  11. Provider Customer Service Program - Performance Data

    Data.gov (United States)

    U.S. Department of Health & Human Services — CMS is continuously analyzing performance and quality of the Provider Customer Service Programs (PCSPs) of the contractors and will be identifying trends and making...

  12. 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

  13. Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP and multilevel grey evaluation

    Directory of Open Access Journals (Sweden)

    Mohsen Zareinejad

    2014-04-01

    Full Text Available In today’s climate of fierce competition, there is a necessity to pay especial attention on customer demands either in manufacturing or service sector. Managers in service sector are under pressure in terms of environmental factors, they focus on customers’ satisfaction and this has led to the continuous improvement in the performance of service organizations. Meanwhile, customers’ expectations should be properly understood and measured. There have been various efforts to measure the quality of services using the SERVQUAL model. In this study, we try to investigate the concepts and factors influencing the quality of services according to modified SERVQUAL model and then utilize the proposed model of Grey Analytic Hierarchy Process (G-AHP and Multilevel Grey Evaluation in order to evaluate the quality of services in the framework of Grey Systems Theory (GST. In order to propose our method, we will conduct a case study of the performance of service quality in higher education institutions of Isfahan-Iran.

  14. End-to-end performance of cooperative relaying in spectrum-sharing systems with quality of service requirements

    KAUST Repository

    Asghari, Vahid Reza

    2011-07-01

    We propose adopting a cooperative relaying technique in spectrum-sharing cognitive radio (CR) systems to more effectively and efficiently utilize available transmission resources, such as power, rate, and bandwidth, while adhering to the quality of service (QoS) requirements of the licensed (primary) users of the shared spectrum band. In particular, we first consider that the cognitive (secondary) user\\'s communication is assisted by an intermediate relay that implements the decode-and-forward (DF) technique onto the secondary user\\'s relayed signal to help with communication between the corresponding source and the destination nodes. In this context, we obtain first-order statistics pertaining to the first- and second-hop transmission channels, and then, we investigate the end-to-end performance of the proposed spectrum-sharing cooperative relaying system under resource constraints defined to assure that the primary QoS is unaffected. Specifically, we investigate the overall average bit error rate (BER), ergodic capacity, and outage probability of the secondary\\'s communication subject to appropriate constraints on the interference power at the primary receivers. We then consider a general scenario where a cluster of relays is available between the secondary source and destination nodes. In this case, making use of the partial relay selection method, we generalize our results for the single-relay scheme and obtain the end-to-end performance of the cooperative spectrum-sharing system with a cluster of L available relays. Finally, we examine our theoretical results through simulations and comparisons, illustrating the overall performance of the proposed spectrum-sharing cooperative system and quantify its advantages for different operating scenarios and conditions. © 2011 IEEE.

  15. 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...

  16. 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

  17. 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 ...

  18. Exploring nomological link between automated service quality, customer satisfaction and behavioural intentions with CRM performance indexing approach: Empirical evidence from Indian banking industry

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2013-01-01

    Full Text Available Automation in service delivery has increased the consumers’ expectation with regard to service quality and subsequently the perception of the same. Technology-driven services redefined quality dimensions and their subsequent impact on the behavioural outcomes of the consumers with specific reference to attitudinal loyalty and propensity to switch. Customer Relationship Management (CRM has further reinforced the operational aspects of a service provider by integrating the behavioural perspectives with technology. This paper attempts to explore the nomological link between automated service quality and its behavioural consequences with specific reference to consumers’ attitudinal loyalty and their intention to switch or defect from their present service provider. The study further takes into consideration the moderating effects of the performance of the dimensions and attributes of customer relationship management by introducing a novel approach to CRM performance indexing. The cross-sectional study was carried out with the customers of State Bank of India at Asansol, Durgapur, Bolpur and Santiniketan in West Bengal, India. The study used structural equation modeling (SEM to assess and validate the nomological relationship between the variables.

  19. Dynamic quality of service model for improving performance of multimedia real-time transmission in industrial networks.

    Science.gov (United States)

    Gopalakrishnan, Ravichandran C; Karunakaran, Manivannan

    2014-01-01

    Nowadays, quality of service (QoS) is very popular in various research areas like distributed systems, multimedia real-time applications and networking. The requirements of these systems are to satisfy reliability, uptime, security constraints and throughput as well as application specific requirements. The real-time multimedia applications are commonly distributed over the network and meet various time constraints across networks without creating any intervention over control flows. In particular, video compressors make variable bit-rate streams that mismatch the constant-bit-rate channels typically provided by classical real-time protocols, severely reducing the efficiency of network utilization. Thus, it is necessary to enlarge the communication bandwidth to transfer the compressed multimedia streams using Flexible Time Triggered- Enhanced Switched Ethernet (FTT-ESE) protocol. FTT-ESE provides automation to calculate the compression level and change the bandwidth of the stream. This paper focuses on low-latency multimedia transmission over Ethernet with dynamic quality-of-service (QoS) management. This proposed framework deals with a dynamic QoS for multimedia transmission over Ethernet with FTT-ESE protocol. This paper also presents distinct QoS metrics based both on the image quality and network features. Some experiments with recorded and live video streams show the advantages of the proposed framework. To validate the solution we have designed and implemented a simulator based on the Matlab/Simulink, which is a tool to evaluate different network architecture using Simulink blocks.

  20. 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...

  1. 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.

  2. Performance Analysis of Quality-of-Service Controls in a Cell-Cluster-Based Wireless ATM Network

    Energy Technology Data Exchange (ETDEWEB)

    Cho, Young Jong [Ajou University, Suwon (Korea, Republic of)

    1997-04-01

    In this paper, an efficient cell-cluster-based call control scheme with guaranteed quality-of-service(QoS) provision ing is presented for next generation wireless ATM networks and its performance is mathematically analyzed using the open queuing network. With the cell-cluster-based call control, at the time a mobile connection is admitted to the network, a virtual cell is constructed by choosing a group of neighboring base stations to which the call may probabilistic ally hand over and by assigning to the call a collection of virtual paths between the base stations. Within a micro cell/pico cell environment, it is seen that the cell-cluster-based call control can support effectively a very high rate of handovers, provides very high system capacity, and guarantees a high degree of frequency reuse over the same geographical region without requiring the intervention of the network call control processor each time a handover occurs. But since mobiles, once admitted, are free to roam within the virtual cell, congestion condition occurs in which the number of calls to be handled by one base station exceeds the cell sites` capacity of radio channel and consequently a predefined QoS provision cannot be guaranteed. So, there must be a call admission control function to limit the number of calls existing in a cell-cluster such that required QoS objectives are met. As call acceptance criteria for constant-bit-rate or realtime variable-bit-rate ATM connections, we define four mobile QoS metrics: new-call blocking probability, wireless channel utilization efficiency, congestion probability and normalized average congestion duration. In addition, for QoS provision ing to available-bit-rate, unspecified-bit-rate or non-realtime variable-bit-rate connections, we further define another QoS metric, the minimum threshold breaking probability. By using the open network queuing model, we derive closed form expressions for the five QoS metrics defined above and show that they can be

  3. Performance assessment of patient dosimetry services and X-ray quality assurance instruments used in diagnostic radiology

    International Nuclear Information System (INIS)

    Green, S.; Palethrope, J.E.; Peach, D.; Bradley, D.A.

    1999-01-01

    Experiences of the Regional Radiation Physics and Protection Service (RRPPS) in performance assessment of diagnostic X-ray QA instrumentation and on-patient dosemeters are recounted. Issues relating to the provision of realistic and reproducible reference conditions for calibrated X-irradiations are considered and summary statistics from test measurements of dose and kVp meters are provided. For both dose and kVp meters it is indicated that as many as 25% of instruments used in routine use in the U.K. may require some adjustment before they can truly be said to be performing as the manufacturer intended. Results from intercomparison exercises for patient dosimetry services are also discussed. It is apparent that, for those centres participating in the exercise, dose assessments are generally being obtained to within a bias and a relative standard deviation of less then 10%

  4. Quality of Service Renegotiations

    OpenAIRE

    Almesberger, Werner; Giordano, Silvia; Le Boudec, Jean-Yves

    1998-01-01

    Giving users simple access to QoS selection capability of ATM networks is important for the future of integrated services networks. We describe the first instance of an application in which users had the capacity to tune ATM traffic parameters with a button, at run time. To achieve this we implemented the necessary signaling extension on ATM switches as well as on end-systems. Furthermore, we extended Arequipa (Application REQested IP over ATM

  5. SERVICE QUALITY AND PROFITABILITY

    OpenAIRE

    Katarina Panić

    2012-01-01

    In recent years there have beenchanges in marketing focus. For ‘50s we may say itwas period of mass marketing, for ‘70s the time ofmarketing segmentation, and ‘90s representsperiod of personalized marketing. Today’s accent ison the concept of relationship. Importance ofrelationship marketing, in the area of services, isdirectly linked with principle that customer’ssatisfaction and loyalty are closely related toprofitability. This article presents analysis of newservice paradigm which foregrou...

  6. Quality of Service Renegotiations

    OpenAIRE

    Almesberger, W.; Chandran, L.; Giordano, S.; Le Boudec, Jean-Yves; Schmid, R.

    1998-01-01

    Giving users simple access to QoS selection capability of ATM networks is important for the future of integrated services networks. We describe the first instance of an application in which users had the capacity to tune ATM traffic parameters with a button, at run time. To achieve this we implemented the necessary signaling extension on ATM switches as well as on end-systems. Furthermore, we extended Arequipa (Application REQested IP over ATM; a mechanism that enables applications to request...

  7. 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…

  8. 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

  9. QUALITY IN HEALTH SERVICES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    DORU CÎRNU

    2017-04-01

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

  10. 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.

  11. The service of public services performance management

    DEFF Research Database (Denmark)

    Lystbæk, Christian Tang

    perspectives on the potential impact of public service performance measurement offer a range of contradictory propositions. Its alleged benefits include public assurance, better functioning of supply markets for public services, and direct improvements of public services. But the literature also demonstrates...... the existence of significant concern about the actual impact, the costs and unintended consequences associated with performance measurement.  Performance measurement and management have been part of the political agenda within the public sphere since their adoption in the post-Second World War period...... of political masters and their mistresses rather than public service. Another area of concern is the cost of performance measurement. Hood & Peters (2004:278) note that performance measurement is likely to “distract middle- and upper-level officials, create massive paperwork, and produce major unintended...

  12. The service of public services performance measurement

    DEFF Research Database (Denmark)

    Lystbæk, Christian Tang

    2014-01-01

    that performance measurement serves as “rituals of verification” which promotes the interests of political masters and their mistresses rather than public service. Another area of concern is the cost of performance measurement. Hood & Peters (2004:278) note that performance measurement is likely to “distract...... measurement suggests a range of contested and contradictory propositions. Its alleged benefits include public assurance, better functioning of supply markets for public services, and direct improvements of public services. But the literature also demonstrates the existence of significant concern about...... the actual impact, the costs and unintended consequences associated with performance measurement. This paper identifies the main rationales and rationalities in the scholarly discourse on public services performance measurement. It concludes with some suggestions on how to deal with the many rationales...

  13. Comparing Alternative Instruments to Measure Service Quality in Higher Education

    Science.gov (United States)

    Brochado, Ana

    2009-01-01

    Purpose: The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector--service quality (SERVQUAL), importance-weighted SERVQUAL, service performance (SERVPERF), importance-weighted SERVPERF, and higher education performance (HEdPERF). Design/methodology/approach: Data were…

  14. Utility service quality - telecommincations, electricity, water

    Energy Technology Data Exchange (ETDEWEB)

    Holt, L. [Florida Univ., Gainesville, FL (United States). Public Utility Research Center

    2005-09-01

    This survey of quality-of-service issues raised by regulation identifies 12 steps for promoting efficient sector performance. First, regulators must identify objectives and prioritize them. Inter-agency coordination is often required to establish targets. Regulators must also determine a process for selecting measures and an appropriate method for evaluating them. Finally, performance incentives must be established and outcomes periodically reviewed. Telecommunications, electricity, and water all have multiple dimensions of quality that warrant careful attention. (Author)

  15. TEACHER PERFORMANCE AND QUALITY EDUCATION

    Directory of Open Access Journals (Sweden)

    Guadalupe Iván Martínez-Chairez

    2016-07-01

    Full Text Available This research report comes from a study that developed during the school years, 2014-2015, 2015-206 in the southern state of Chihuahua, in the education sector 25 central regio, consisting of five school zones that provide their services to the municipalities of Meoqui, Julimes and Delicias. The study is of mixed cutting - correlational comprehensive sequential procedure. Some of the results is that teachers believe that quality education depends not only on their teaching performance, but there are four factors (school context, teachers, government who need to work collaboratively. In addition there is a correlation .578 between the years of service of teachers and their students score on standardized tests that impact on the teacher, but there is no relationship between teacher performance and quality education from the perspective of imputs.

  16. 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.

  17. 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.

  18. Exploring the effect of customer orientation on Dana insurance performance considering the intermediary role of customer relations and service quality management

    Directory of Open Access Journals (Sweden)

    Mokhtaran Mahrokh

    2016-01-01

    Full Text Available The aim of the present research was to explore the effect of customer orientation on Dana Insurance Company's performance with a focus on the intermediary role of managing customer relations and services quality. To this end, 180 Dana insurance representatives in Tehran, Iran were randomly sampled. As an applied study in terms of its goal, this research is carried out in a cross-sectional descriptive-survey design. The information was collected through literature review and a questionnaire with 55 items which was validated through expert panel. The reliability of the questionnaire was approved at 0.986 probability level as calculated using Cronbach's Alpha measure. Data analysis was performed at two descriptive and interpretative statistical levels using SPSS software program. The results from regression analysis indicated that customer orientation of Dana insurance company has a significant positive effect on marketing performance, financial performance, and organizational performance. In addition, customer orientation has a significant positive effect on Dana Insurance company's customer relationship management and service quality.

  19. Service Quality in Postgraduate Education

    Science.gov (United States)

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

    2008-01-01

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

  20. 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.

  1. Perceptions of Service Quality and Satisfaction of High Performance Programmes (HPP: A Case Study of a Comprehensive University in South Africa

    Directory of Open Access Journals (Sweden)

    P. Serra

    2016-01-01

    Full Text Available Sport is a multi-billion dollar industry that has become an important marketingtool toattracta higher calibre of students to universities.Studentsdo not onlyconsider the educational value a university can offer but alsowhat it can offer interms of advancing their sporting achievements and their sporting careers. Highperformance programmes (HPP which includesuperior facilities, highqualitycoaching and management staff, educational subsidies, body/health conditioningfacilities as well as supportive staff for the purpose of driving and maintaining ahigh calibre of development are required to assist students in meeting theirsporting aspirations. The aim of this study was to gain constructive insightsregarding perceptions ofservice quality and satisfaction of the different memberassociates of the High Performance Programmes (HPP of Rugby, Hockey,Soccer, Netball, Athletics, Rowing and Cricket at a comprehensive university inSouth Africa (SA. Aconcurrent mixed method approachwas used to collectdata.Ko and Pastore’s (2005 Scale of Service Quality in Recreational Sports(SSQRSwas used to collect the quantitative data from one hundred and nineteen(n=119 first team players. Qualitative data was collected throughsemi-structuredinterviews with the respective sport managers(n=7and team captains(n=7within each sport programme.Quantitative data was analysed usingthestatistical package for the social sciences (SPSS, whereas the qualitative data were analysed using the Atlas.tisoftware package. The results from the studyrevealedthat the service quality of theHPPranged from moderate to highindicating thatsome dimensions requiredattention.The study provided usefulinsights regarding service quality which couldassistthemanagement of the HPPsin developing effective strategies to maintain and improve the quality of theirservices.

  2. STATISTICS IN SERVICE QUALITY ASSESSMENT

    Directory of Open Access Journals (Sweden)

    Dragana Gardašević

    2012-09-01

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

  3. Improving coal quality and service

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2001-06-01

    Russia's new coal export industry has quickly produced a generation of extremely experienced operators. While improvements are happening, can buyers also expect the service, flexibility and quality control that they get from other export sources? In the light of the first-ever Coaltrans Russia conference held in April the article reports on developments in Russia's coal industry, quoting from many of the papers presented. 5 photos.

  4. End-to-end performance of cooperative relaying in spectrum-sharing systems with quality of service requirements

    KAUST Repository

    Asghari, Vahid Reza; Aissa, Sonia

    2011-01-01

    We propose adopting a cooperative relaying technique in spectrum-sharing cognitive radio (CR) systems to more effectively and efficiently utilize available transmission resources, such as power, rate, and bandwidth, while adhering to the quality

  5. Providers' perceptions of the implementation of a performance measurement system for substance abuse treatment: A process evaluation of the Service Quality Measures initiative.

    Science.gov (United States)

    Myers, Bronwyn; Williams, Petal Petersen; Johnson, Kim; Govender, Rajen; Manderscheid, Ron; Koch, J Randy

    2016-02-22

    In South Africa, concerns exist about the quality of substance abuse treatment. We developed a performance measurement system, known as the Service Quality Measures (SQM) initiative, to monitor the quality of treatment and assess efforts to improve quality of care. In 2014, the SQM system was implemented at six treatment sites to evaluate how implementation protocols could be improved in preparation for wider roll-out. To describe providers' perceptions of the feasibility and acceptability of implementing the SQM system, including barriers to and facilitators of implementation. We conducted 15 in-depth interviews (IDIs) with treatment providers from six treatment sites (two sites in KwaZulu-Natal and four in the Western Cape). Providers were asked about their experiences in implementing the system, the perceived feasibility of the system, and barriers to implementation. All IDIs were audio-recorded and transcribed verbatim. A framework approach was used to analyse the data. Providers reported that the SQM system was feasible to implement and acceptable to patients and providers. Issues identified through the IDIs included a perceived lack of clarity about sequencing of key elements in the implementation of the SQM system, questions on integration of the system into clinical care pathways, difficulties in tracking patients through the system, and concerns about maximising patient participation in the process. Findings suggest that the SQM system is feasible to implement and acceptable to providers, but that some refinements to the implementation protocols are needed to maximise patient participation and the likelihood of sustained implementation.

  6. 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...

  7. Program Performance Assessment System (PPAS). External reviewers' report of the consultants' meeting on analytical quality control services

    International Nuclear Information System (INIS)

    2001-01-01

    In reviewing the recommendations of previous Consultants' Meetings concerning the AQCS program, it is apparent that there has been a clear and consistent agreement on what the objectives of the AQCS activities should be. The mission statement as given in the Agency's 'Blue Book 1997-1998' states 'To assist analytical laboratories in Member States in maintaining/improving the quality of their analytical measurements, to achieve internationally acceptable levels of quality assurance and to develop and supply appropriate reference standards to achieve these objectives'. In concert with this mission statement, the consultants have endorsed an elaboration of these objectives for both the Agency' s laboratories and Member State laboratories as outlined in the 1994 Consultants' Report (KONA, HI, USA) which includes: the improvement of the reliability of results for the intended purposes; the enhancement of the comparability of results from one measurement laboratory to another; the attainment of compatibility of results in physical and chemical sciences with specific coverage of international standards for food and agriculture, human health, environment, industry, earth sciences, radiation safety, and safeguards activities; the demonstration of quality measurement systems sufficient for laboratory/analyst accreditation or acceptance, and; the establishment of traceability of radioactivity measurements and chemical analyses to the international SI system of measurements

  8. 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…

  9. Measuring Quality in Special Libraries: Lessons from Service Marketing.

    Science.gov (United States)

    White, Marilyn Domas; Abels, Eileen G.

    1995-01-01

    Surveys the service marketing literature for models and data-gathering instruments measuring service quality, particularly the instruments SERVQUAL and SERVPERF, and assesses their applicability to special libraries and information centers. Topics include service characteristics and definitions of service; performance-minus-expectations and…

  10. 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...

  11. 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)

  12. Importance-Performance Analysis of Taxi Service Quality%客运出租汽车服务质量的重要度-绩效分析

    Institute of Scientific and Technical Information of China (English)

    姚志刚

    2011-01-01

    为了明确客运出租汽车服务质量管理的重点,根据SERVPERF模型将客运出租汽车服务质量划分为22个构成要素.以杭州市为例进行乘客调查,采用区间估计法计算各服务质量构成要素的重要度和绩效均值及其置信区间,建立服务质量的重要度-绩效分析四象限矩阵,在95%置信水平下从12个构成要素中获得客运出租汽车服务质量重点改善的5方面内容.结果表明,客运出租汽车服务质量管理应从提高车辆档次、外观和加强安全设施配置转向改善车内卫生、治理驾驶员拒载绕道和规范驾驶员行为;采用区间估计修正传统重要度-绩效分析法,可减少问卷调查的统计误差,使客运出租汽车服务质量评价结果更加可信.%To identify the key points of taxi service management, a SERVPERF instrument including 22 items is proposed to measure the taxi service quality. Scales of importance and performance of all items are obtained in a passenger survey in Hangzhou, China. Confidence intervals of means of those importance and performance are calculated with interval estimation and a four-quadrant matrix of importance-performance analysis is conducted. Five items of the priority task for taxi service management are obtained from 12 items at the 95% confidence level. The present study reveals that resources used for improving vehicle facilities and safety equipments should be reduced and be applied for vehicle interior cleanliness, driver' s refusal and detour, driver's rude behaviors and service consciousness. The result indicates that the revised importance-performance analysis with interval estimation is a reliable approach for measuring key factors of taxi service management.

  13. IMPORTANCE-PERFORMANCE ANALYSIS OF INDONESIA UNIVERSITY OF EDUCATION (UPI LIBRARY SERVICES TO OPTIMIZE ACADEMIC AND RESEARCH QUALITY IMPROVEMENT

    Directory of Open Access Journals (Sweden)

    Uyu Wahyudin

    2015-06-01

    Abstrak. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan yang diberikan perpustakaan UPI kepada mahasiswa, mengetahui dan menganalisis sejauh mana tingkat kepuasan mahasiswa terhadap pelayanan perpustakaan UPI, dan mengetahui kesesuaian antara kinerja pelayanan dengan harapan atau kepentingan mahasiswa pengguna jasa layanan perpustakaan UPI dengan menggunakan analisis kepentingan dan kinerja (importance-performance analysis. Penelitian ini menggunakan desain gabungan antara kualitatif dengan kuantitatif untuk mengetahui indeks kepuasan mahasiswa dari layanan perpustakaan UPI. Teknik analisis datanya dilakukan dengan menggunakan nilai Indeks Kepuasan Masyarakat (IKM yang dihitung dengan menggunakan nilai rata-rata tertimbang masing-masing unsur pelayanan. Importance-Performance Analysis dugunakan untuk melihat tingkat kesesuaian antara harapan dan kualitas pelayanan. Hasil penelitian menunjukkan bahwa kinerja pelayanan perpustakaan UPI termasuk dalam kategori baik. Unsur pelayanan yang dirasakan paling baik adalah berkaitan dengan keamanan pelayanan sedangkan pelayanan yang dinilai rendah adalah kedisiplinan petugas pelayanan. Selaian itu, ditemukan juga unsur pelayanan yang dinilai oleh responden sangat penting tetapi kinerjanya masih kurang memuaskan, unsur pelayanan yang dinilai oleh responden kinerjanya telah sesuai dengan kepentingan dan harapan pelanggan, sehingga dapat memuaskan pelanggan, unsur pelayanan yang menurut responden dianggap kurang penting pengaruhnya bagi pengguna jasa dan kinerjanya juga kurang bagus, dan unsur-unsur pelayanan yang menurut responden pelaksanaannya sangat baik tetapi kurang penting pengaruhnya bagi pelanggan. Kata kunci: Kualitas pelayanan, Indeks Kepuasan Mahasiswa, Importance-Performance Analysis, Perpustakaan, Mutu penelitian

  14. Measuring the performance of maintenance service outsourcing.

    Science.gov (United States)

    Cruz, Antonio Miguel; Rincon, Adriana Maria Rios; Haugan, Gregory L

    2013-01-01

    The aims of this paper are (1) to identify the characteristics of maintenance service providers that directly impact maintenance service quality, using 18 independent covariables; (2) to quantify the change in risk these covariables present to service quality, measured in terms of equipment turnaround time (TAT). A survey was applied to every maintenance service provider (n = 19) for characterization purposes. The equipment inventory was characterized, and the TAT variable recorded and monitored for every work order of each service provider (N = 1,025). Finally, the research team conducted a statistical analysis to accomplish the research objectives. The results of this study offer strong empirical evidence that the most influential variables affecting the quality of maintenance service performance are the following: type of maintenance, availability of spare parts in the country, user training, technological complexity of the equipment, distance between the company and the hospital, and the number of maintenance visits performed by the company. The strength of the results obtained by the Cox model built are supported by the measure of the Rp,e(2) = 0.57 with a value of Rp,e= 0.75. Thus, the model explained 57% of the variation in equipment TAT, with moderate high positive correlation between the dependent variable (TAT) and independent variables.

  15. 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...

  16. 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...

  17. 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)

  18. 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…

  19. 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.

  20. 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.

  1. QUALITY OF PUBLIC TRANSPORTATION SERVICES IN URBAN AREA OF ORADEA

    Directory of Open Access Journals (Sweden)

    Silaghi Simona

    2010-12-01

    Full Text Available Intensification of public transport in urban areas due to increased mobility at regional and national levels, discrepancies among urban areas with same population and lack of statistical data related to performance and quality of public transport services are the main determinants of this paper. A separation line must be drawn between quality of services and performance indicators of public transport system. Service quality is a multi subjective outcome of an array of intangible variables. Service quality can be approached from four directions: consumer, vehicle performance (including the human operator, specialized company in passenger transport, and the Government (local Councils. Availability, comfort and convenience are the two main indicators that must be evaluated by citizens as being with high grades for a good quality of urban transport services. The instrument used to gather data is the preference survey.

  2. Diet Quality and Academic Performance

    Science.gov (United States)

    Florence, Michelle D.; Asbridge, Mark; Veugelers, Paul J.

    2008-01-01

    Background: Although the effects of nutrition on health and school performance are often cited, few research studies have examined the effect of diet quality on the academic performance of children. This study examines the association between overall diet quality and academic performance. Methods: In 2003, 5200 grade 5 students in Nova Scotia,…

  3. Airline service quality performance reports

    Science.gov (United States)

    2002-01-01

    The purpose of this federal regulation (Citation 14CFR234) is to set forth required data that certain air carriers must submit to the Department of Transportation and to computer reservations system vendors in computerized form, except as otherwise p...

  4. Strategies for improving quality and methods for innovation services

    Directory of Open Access Journals (Sweden)

    Bajić Milan

    2009-01-01

    Full Text Available Contemporary concepts of business of service organisations, focus their researches on measuring quality of the services and identification of mistakes. The aim of strategies is the improvement of quality. Marketing concepts shows that the constant creation of new products and the modification of characteristics on the old products, makes possible market strategy that stimulates development of activities. This paper is focusing on the improving of service using the strategies that can innovate and improve the services. Paper seeks to demonstrate one of possible observations and importance of performance, combined with blueprinting of services and benchmarking as a useful strategies for improving and innovation of services.

  5. 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...

  6. 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.

  7. 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...

  8. Performance Assessment of Aggregation Control Services for Demand Response

    DEFF Research Database (Denmark)

    Bondy, Daniel Esteban Morales; Costanzo, Giuseppe Tommaso; Heussen, Kai

    2014-01-01

    Aggregation algorithms that provide services to the grid via demand side management are moving from research ideas to the market. With the diversity of the technology delivering such services, it becomes essential to establish transparent performance standards from a service delivery perspective...... of the quality of service provided by an aggregation control algorithm. By a detailed case study we present and an application of the index, comparing the performance of two different control architectures for demand side management delivering a distribution grid service....

  9. 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.

  10. Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality.

    Science.gov (United States)

    Liao, Hui; Toya, Keiko; Lepak, David P; Hong, Ying

    2009-03-01

    Extant research on high-performance work systems (HPWSs) has primarily examined the effects of HPWSs on establishment or firm-level performance from a management perspective in manufacturing settings. The current study extends this literature by differentiating management and employee perspectives of HPWSs and examining how the two perspectives relate to employee individual performance in the service context. Data collected in three phases from multiple sources involving 292 managers, 830 employees, and 1,772 customers of 91 bank branches revealed significant differences between management and employee perspectives of HPWSs. There were also significant differences in employee perspectives of HPWSs among employees of different employment statuses and among employees of the same status. Further, employee perspective of HPWSs was positively related to individual general service performance through the mediation of employee human capital and perceived organizational support and was positively related to individual knowledge-intensive service performance through the mediation of employee human capital and psychological empowerment. At the same time, management perspective of HPWSs was related to employee human capital and both types of service performance. Finally, a branch's overall knowledge-intensive service performance was positively associated with customer overall satisfaction with the branch's service. (c) 2009 APA, all rights reserved.

  11. 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)

  12. Performing of quality audits

    International Nuclear Information System (INIS)

    Rausch, W.P.

    1980-01-01

    A discussion of the need for Quality Audits both from the practical and regulatory point of view will be followed by presentation of the required steps of audit preparation, auditor assignment, checklist development, review of prior audits, notification, logistics, etc. The various examination steps of auditing, including pre-audit conference, checklist usage, interview, and objective evidence review, will be discussed as will the techniques used in finding development, post audit conference, audit report writing, and follow-up. An overview of organization for auditing, including training and certification, will be presented. (RW)

  13. 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…

  14. 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.

  15. 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 ...

  16. Customer Contribution to improving Service Quality in the Hospitality Industry

    OpenAIRE

    Dragos Constantin Vasile

    2009-01-01

    The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performing a qualitycontrol function. This involves a series of activities to be achieved by them: (1) on-the-spot quality control, (2) service failure...

  17. Monitoring the Quality of Services in Electronic Banking

    OpenAIRE

    Jovovic Radislav; Lekic Elvis; Jovovic Miroslav

    2016-01-01

    Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality...

  18. Performance of biometric quality measures.

    Science.gov (United States)

    Grother, Patrick; Tabassi, Elham

    2007-04-01

    We document methods for the quantitative evaluation of systems that produce a scalar summary of a biometric sample's quality. We are motivated by a need to test claims that quality measures are predictive of matching performance. We regard a quality measurement algorithm as a black box that converts an input sample to an output scalar. We evaluate it by quantifying the association between those values and observed matching results. We advance detection error trade-off and error versus reject characteristics as metrics for the comparative evaluation of sample quality measurement algorithms. We proceed this with a definition of sample quality, a description of the operational use of quality measures. We emphasize the performance goal by including a procedure for annotating the samples of a reference corpus with quality values derived from empirical recognition scores.

  19. 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,…

  20. The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies

    OpenAIRE

    Alonso Almeida, María del Mar

    2015-01-01

    Abstract The main objective of this study is to examine the motivations for adopting quality practices and their impact on the performance of travel agencies. The results are based on 448 personal surveys that were administered by travel agency managers. Structural equation modelling was used to conclude that the adoption of quality practices significantly impacts the competitiveness and financial performance of travel agencies. Therefore, the results of this paper suggest that being proactiv...

  1. 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.

  2. 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.

  3. Optimizing quality, service, and cost through innovation.

    Science.gov (United States)

    Walker, Kathleen; Allen, Jennifer; Andrews, Richard

    2011-01-01

    With dramatic increases in health care costs and growing concerns about the quality of health care services, nurse executives are seeking ways to transform their organizations to improve operational and financial performance while enhancing quality care and patient safety. Nurse leaders are challenged to meet new cost, quality and service imperatives, and change cannot be achieved by traditional approaches, it must occur through innovation. Imagine an organization that can mitigate a $56 million loss in revenue and claim the following successes: Increase admissions by a 8 day and a $5.5 million annualized increase by repurposing existing space. Decrease emergency department holding hours by an average of 174 hours a day, with a labor savings of $502,000 annually. Reduce overall inpatient length of stay by 0.5 day with total compensation running $4.2 million less than the budget for first quarter of 2010. Grow emergency department volume 272 visits greater than budgeted for first quarter of 2010. Complete admission assessments and diagnostics in 90 minutes. This article will address how these outcomes were achieved by transforming care delivery, creating a patient transition center, enhancing outreach referrals, and revising admission processes through collaboration and innovation.

  4. Service quality attributes affecting passengers' satisfaction with ...

    African Journals Online (AJOL)

    Service quality and customer satisfaction are the growing concerns for business organizations throughout the world, and customer satisfaction studies have been proven to be essential tools in trying to optimize services provided to users. For transit agencies, as in other service industries, increase in customer satisfaction ...

  5. 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.

  6. 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.

  7. 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.

  8. 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.

  9. 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…

  10. 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…

  11. 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.

  12. 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

  13. 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.

  14. Quality of services and quality of life from service providers' perspectives: analysis with focus groups.

    Science.gov (United States)

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

    2013-06-01

    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.

  15. GUEST SERVICES QUALITY ASSESMENT IN TOURISM, USING AN ATTRIBUTES SCALE

    Directory of Open Access Journals (Sweden)

    POPA LUMINITA

    2010-12-01

    Full Text Available It is considered that a weakness of the Romanian tourism offer is the quality of guest services. In this paper we established as an objective to examine in detail the importance given by the consumers to the components of guest service quality and their perceived performance, based on the three pillars of service quality: the material base (equipments, staff training and staff behavior. The emphasis is on the investigation regarding staff training and behaviour, taking into account the multiple attributes SERVQUAL scale. On the basis of this work lies a survey done in March-April 2010 on the population of Oradea, on a sample of 1060 people. Results confirm the importance granted to staff in ensuring quality of tourism services and their perceived relatively weak performance.

  16. Assessing service quality satisfying the expectations of library customers

    CERN Document Server

    Hernon, Peter; Dugan, Robert

    2015-01-01

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

  17. 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…

  18. Application of Pareto's Method in Analysing Postal Service Quality

    Directory of Open Access Journals (Sweden)

    Elizabeta Kovač-Striko

    2012-10-01

    Full Text Available The basic aim of control in postal traffic is to insure high-quality se1vices for customers. The paper presents the analysisof quality control in collecting postal items, based on the dataobtained during the control performed by the internal ControlService in the postal centre for international traffic Zagreb. Thepaper also offers some measures for the improvement of thequality of services.

  19. Service Quality and Process Maturity Assessment

    Directory of Open Access Journals (Sweden)

    Serek Radomir

    2013-12-01

    Full Text Available This article deals with service quality and the methods for its measurement and improvements to reach the so called service excellence. Besides older methods such as SERVQUAL and SERPERF, there are also shortly described capability maturity models based on which the own methodology is developed and used for process maturity assessment in organizations providing technical services. This method is equally described and accompanied by examples on pictures. The verification of method functionality is explored on finding a correlation between service employee satisfaction and average process maturity in a service organization. The results seem to be quite promising and open an arena for further studies.

  20. Total Quality Service and the Business College

    OpenAIRE

    James Perotti

    1995-01-01

    Moving a business college to commit to a total quality service approach is much more difficult than the literature suggests. The commitment to customer satisfaction is the essential focus of total quality service. It is unlikely to occur in business colleges. While small incremental change is readily possible, the values and culture of the faculty and administration prevent the requisite acceptance by the faculty of students as their customers, and acceptance of the faculty as customers of th...

  1. 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.

  2. 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

  3. 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.

  4. Quality & timely delivery of products and services

    Energy Technology Data Exchange (ETDEWEB)

    Scott, K.; Shabbir, K. [WorleyParsons, Toronto, ON (Canada)

    2015-07-01

    This paper discusses quality and timely delivery of services. The approach is to support our customers, to ensure quality, schedule and cost predictability with no compromise to safety, to avoid optimistic project schedules and conservative cost estimates. It is important to maintain a strategic focus in helping to improve the customer's assets and improve the methodology to improve assets.

  5. An Approach for Quality of Service Management

    National Research Council Canada - National Science Library

    Lee, Chen

    1998-01-01

    ... (in terms of customizable and expressiveness) QoS specification interface for multi-dimensional QoS provisioning, a quality-of service index model to help the user make the quality trade-off decision, and a unified QoS-based admission control...

  6. Quality & timely delivery of products and services

    International Nuclear Information System (INIS)

    Scott, K.; Shabbir, K.

    2015-01-01

    This paper discusses quality and timely delivery of services. The approach is to support our customers, to ensure quality, schedule and cost predictability with no compromise to safety, to avoid optimistic project schedules and conservative cost estimates. It is important to maintain a strategic focus in helping to improve the customer's assets and improve the methodology to improve assets.

  7. 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.

  8. Assessing the performance of mental health service facilities for meeting patient priorities and health service responsiveness.

    Science.gov (United States)

    Bramesfeld, A; Stegbauer, C

    2016-10-01

    The World Health Organisation has defined health service responsiveness as one of the key-objectives of health systems. Health service responsiveness relates to the ability to respond to service users' legitimate expectations on non-medical issues when coming into contact with the services of a healthcare system. It is defined by the areas showing respect for persons and patient orientation. Health service responsiveness is particularly relevant to mental health services, due to the specific vulnerability of mental health patients but also because it matches what mental health patients consider as good quality of care as well as their priorities when seeking healthcare. As (mental) health service responsiveness applies equally to all concerned services it would be suitable as a universal indicator for the quality of services' performance. However, performance monitoring programs in mental healthcare rarely assess health service performance with respect to meeting patient priorities. This is in part due of patient priorities as an outcome being underrepresented in studies that evaluate service provision. The lack of studies using patient priorities as outcomes transmits into evidence based guidelines and subsequently, into underrepresentation of patient priorities in performance monitoring. Possible ways out of this situation include more intervention studies using patient priorities as outcome, considering evidence from qualitative studies in guideline development and developing performance monitoring programs along the patient pathway and on key-points of relevance for service quality from a patient perspective.

  9. 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.

  10. Quality function deployment: application to rehabilitation services.

    Science.gov (United States)

    Einspruch, E M; Omachonu, V K; Einspruch, N G

    1996-01-01

    Describes how the challenge of providing rehabilitative services at reasonable costs is beginning to mount. The management of quality in rehabilitative services is therefore gaining increasing attention in the health care arena. States that if a link is implied between the above stated goal and customer satisfaction, it is imperative to evaluate quality or customer satisfaction in the context of the patient's experience. Describes the quality function deployment (QFD) system and how it leads to a better understanding of the customer's needs and wants. Explores the process of applying the concept of QFD to physical therapy.

  11. [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.

  12. Modeling and Negotiating Service Quality

    Science.gov (United States)

    Benbernou, Salima; Brandic, Ivona; Cappiello, Cinzia; Carro, Manuel; Comuzzi, Marco; Kertész, Attila; Kritikos, Kyriakos; Parkin, Michael; Pernici, Barbara; Plebani, Pierluigi

    In this chapter the research problems of specifying and negotiating QoS and its corresponding quality documents are analyzed. For this reason, this chapter is separated into two main sections, Section 6.1 and 6.2, with each dedicated to one of the two problems, i.e., QoS specification and negotiation, respectively. Each section has a similar structure: they first introduce the problem and then, in the remaining subsections, review related work. Finally, the chapter ends with Section 6.3, which identifies research gaps and presents potential research challenges in QoS modelling, specification and negotiation.

  13. An Artificial Intelligence System to Predict Quality of Service in Banking Organizations

    OpenAIRE

    Castelli, Mauro; Manzoni, Luca; Popovi?, Ale?

    2016-01-01

    Quality of service, that is, the waiting time that customers must endure in order to receive a service, is a critical performance aspect in private and public service organizations. Providing good service quality is particularly important in highly competitive sectors where similar services exist. In this paper, focusing on banking sector, we propose an artificial intelligence system for building a model for the prediction of service quality. While the traditional approach used for building a...

  14. Assessing users satisfaction with service quality in Slovenian public library

    Directory of Open Access Journals (Sweden)

    Igor Podbrežnik

    2016-07-01

    Full Text Available Purpose: A research was made into user satisfaction with regard to the quality of library services in one of the Slovenian public libraries. The aim was to establish the type of service quality level actually expected by the users, and to determine their satisfaction with the current quality level of available library services.Methodology: The research was performed by means of the SERVQUAL measuring tool which was used to determine the size and direction of the gap between the detected and the expected quality of library services among public library users.Results: Different groups of users provide different assessments of specific quality factors, and a library cannot satisfy the expectations of each and every user if most quality factors display discrepancies between the estimated perception and expectations. The users expect more reliable services and more qualified library staff members who would understand and allocate time for each user’s individual needs. The largest discrepancies from the expectations are detected among users in the under-35 age group and among the more experienced and skilled library users. The results of factor analysis confirm the fact that a higher number of quality factors can be explained by three common factors affecting the satisfaction of library users. A strong connection between user satisfaction and their assessment of the integral quality of services and loyalty has been established.Research restrictions: The research results should not be generalised and applied to all Slovenian public libraries since they differ in many important aspects. In addition, a non-random sampling method was used.Research originality/Applicability: The conducted research illustrates the use of a measuring tool that was developed with the aim of determining the satisfaction of users with the quality of library services in Slovenian public libraries. Keywords: public library, user satisfaction, quality of library services, user

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

    Directory of Open Access Journals (Sweden)

    Song Hwangjun

    2004-01-01

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

  16. HOTEL MANAGEMENT AND QUALITY OF HOTEL SERVICES

    Directory of Open Access Journals (Sweden)

    Ivica Batinić

    2016-01-01

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

  17. 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...

  18. Analytical quality control [An IAEA service

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    1973-07-01

    In analytical chemistry the determination of small or trace amounts of elements or compounds in different types of materials is increasingly important. The results of these findings have a great influence on different fields of science, and on human life. Their reliability, precision and accuracy must, therefore, be checked by analytical quality control measures. The International Atomic Energy Agency (IAEA) set up an Analytical Quality Control Service (AQCS) in 1962 to assist laboratories in Member States in the assessment of their reliability in radionuclide analysis, and in other branches of applied analysis in which radionuclides may be used as analytical implements. For practical reasons, most analytical laboratories are not in a position to check accuracy internally, as frequently resources are available for only one method; standardized sample material, particularly in the case of trace analysis, is not available and can be prepared by the institutes themselves only in exceptional cases; intercomparisons are organized rather seldom and many important types of analysis are so far not covered. AQCS assistance is provided by the shipment to laboratories of standard reference materials containing known quantities of different trace elements or radionuclides, as well as by the organization of analytical intercomparisons in which the participating laboratories are provided with aliquots of homogenized material of unknown composition for analysis. In the latter case the laboratories report their data to the Agency's laboratory, which calculates averages and distributions of results and advises each laboratory of its performance relative to all the others. Throughout the years several dozens of intercomparisons have been organized and many thousands of samples provided. The service offered, as a consequence, has grown enormously. The programme for 1973 and 1974, which is currently being distributed to Member States, will contain 31 different types of materials.

  19. Improving Tanzanian childbirth service quality.

    Science.gov (United States)

    Jaribu, Jennie; Penfold, Suzanne; Green, Cathy; Manzi, Fatuma; Schellenberg, Joanna

    2018-04-16

    Purpose The purpose of this paper is to describe a quality improvement (QI) intervention in primary health facilities providing childbirth care in rural Southern Tanzania. Design/methodology/approach A QI collaborative model involving district managers and health facility staff was piloted for 6 months in 4 health facilities in Mtwara Rural district and implemented for 18 months in 23 primary health facilities in Ruangwa district. The model brings together healthcare providers from different health facilities in interactive workshops by: applying QI methods to generate and test change ideas in their own facilities; using local data to monitor improvement and decision making; and health facility supervision visits by project and district mentors. The topics for improving childbirth were deliveries and partographs. Findings Median monthly deliveries increased in 4 months from 38 (IQR 37-40) to 65 (IQR 53-71) in Mtwara Rural district, and in 17 months in Ruangwa district from 110 (IQR 103-125) to 161 (IQR 148-174). In Ruangwa health facilities, the women for whom partographs were used to monitor labour progress increased from 10 to 57 per cent in 17 months. Research limitations/implications The time for QI innovation, testing and implementation phases was limited, and the study only looked at trends. The outcomes were limited to process rather than health outcome measures. Originality/value Healthcare providers became confident in the QI method through engagement, generating and testing their own change ideas, and observing improvements. The findings suggest that implementing a QI initiative is feasible in rural, low-income settings.

  20. 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...

  1. The Students' Viewpoint on Quality of Educational Services in Iran.

    Science.gov (United States)

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

    2017-03-01

    Recently, focusing on higher education quality has got increasingly critical. The novel managerial attitudes have defined the customer-demanded quality. Based on this, recognizing the receivers' perception of the quality of the services offered and evaluating the quality of the service is considered of the basic measures taken in order to develop quality promotion programs. Therefore, this is a qualitative research conducted for students' viewpoint on quality of educational services. This qualitative study has been performed by the phenomenological method. The samples have been selected based on goal-oriented approach. In this qualitative research, the required data have been collected in two phases (90 individual interviews and 30 focus group discussions) at Mazandaran University of Medical Sciences during which the participants have conveyed their experiences and expectations encountering the educational quality topic. All the interviews have been recorded and implemented. The interviews analysis has been carried out simultaneously with the implementation and using theme analysis by Smith method. According to the findings regarding the definition of quality, the students have emphasized two important aspects including "educational services standards by the teacher "and "the students' satisfaction". Thus the final education quality resulted from the students' experiences and perception is this way: "Presenting the students educational services in class and out of class compatible with the educational services standards so that it results in the students' satisfaction". When a person views her/him-self rightful as a customer, whatever seems necessary to them appears like a requirement. Then regarding paying attention and reflecting on the customers' perceived needs, it is possible to determine their expectations limit to some extent. Therefore, designing educational quality standards in order to evaluate the teachers' function without taking the stakeholders

  2. Improving quality of service in the internet

    OpenAIRE

    Flückiger, François

    2000-01-01

    The Internet transport technology was designed to be robust, resilient to link or node outages, and with no single point of failure. The resulting connectionless system supports what is called a "best effort datagram delivery service", the perfo rmance of which is often greatly unpredictable. To improve the predictability of IP-based networks, several Quality of Service technologies have been designed over the past decade. The first one, RSVP, based on reservation of resources, is operational...

  3. 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...

  4. Evaluation of headache service quality indicators

    DEFF Research Database (Denmark)

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

    2015-01-01

    that deficiencies in headache care worldwide might be recognized and rectified. These indicators themselves require evaluation and proof of fitness for purpose. This pilot study begins this process. METHODS: We tested the quality indicators in the tertiary headache centres of the University of Duisburg...... of ensuring equal access to the services); and over protocols for reporting serious adverse events. CONCLUSION: This pilot study to assess feasibility of the methods and acceptability of the instruments of headache service quality evaluation was successful. The project is ready to be taken into its next...

  5. 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)

  6. Factors that Influence Quality Service of Teachers

    Directory of Open Access Journals (Sweden)

    M. Nur Mustafa

    2013-07-01

    Full Text Available Education as a profession requires a thorough commitment and sincerity among educators in guiding and shaping the patterns of learning toward forming identities and lead change in the students. As an adult with a lot of knowledge and experience, classroom becomes an important medium for the delivery and access to knowledge to the students in an instructional condition that effectively and efficiently. Therefore, all educators need to prepare themselves to face challenges to deal with children as a leader in charge in constructing a conducive and persuasive educational relationship. Important characteristics in this context is how to create a memorable delivery systems that meet the standard qualities and aligned with the education laws enforced. As a teacher who has received training from experts and civil servants thus all actions taken should be sincere, open, meet the service specification that gives attention to the self-esteem of the students with a good service, quality, and meet their needs. Therefore, this study will discuss the main factors that affect the quality of service to the students among the teachers namely motivation and professional competence. Selected samples in this study were 327 teachers from Secondary School in Pekanbaru. This study has shown a clear interest in improving the quality of motivation and the quality of service of teachers to the students. The aspects of the professional competence of teachers are still experiencing problems in applying the knowledge and skills to lead and manage the classroom inrealizing   a conducive environment.

  7. The students’ viewpoint on the quality gap in educational services

    Science.gov (United States)

    RAHIM KHANLI, MARZIYEH; DANESHMANDI, HADI; CHOOBINEH, ALIREZA

    2014-01-01

    Introduction: Students and university community are social and human resources of the country. The students’ viewpoints about the quality of educational services can be considered as a basis for planning quality promotion and improving organizational performance. This study was conducted to determine the quality gap in educational services by the students of Health and Nutrition School of Shiraz University of Medical Sciences. Methods: In this cross-sectional study, 140 students participated voluntarily (age range=19 to 40 years). The service quality (SERVQUAL) questionnaire was used for data collection. This questionnaire measured the quality gap in 5 dimensions of educational service including assurance, responsiveness, empathy, reliability, and tangibility. The students’ perception about the current conditions and their expectations as to optimal conditions can be determined, using this questionnaire. The score of the gap in quality of educational services is calculated from difference between perception and expectation scores. Due to non-normality of data, non-parametric tests were used. To this end, data were analyzed by statistical tests including Wilcoxon, Friedman, Kruskal-Wallis and Mann-Whiteny tests in SPSS 14. Results: The results showed that there was quality gap in all 5 dimensions of educational services. The largest and the smallest gaps were observed in "responsiveness" with a mean±SD of -0.94±0.74 and in "reliability" with a mean±SD of -0.76±0.69, respectively. There was a significant difference in quality gap between the 5 dimensions (p<0.001). Conclusion: According to the results, the students’ expectations were higher than their perceptions of current conditions; also, in all aspects of the services their expectations were not met. It is recommended that workshops on customer services, communication skills and personnel’s technical skills development should be planned and held. Also, allocating more resources for improving

  8. The students' viewpoint on the quality gap in educational services

    Directory of Open Access Journals (Sweden)

    MARZIYEH RAHIM-KHANLI

    2014-07-01

    Full Text Available Introduction: Students and university community are social and human resources of the country. The students’ viewpoints about the quality of educational services can be considered as a basis for planning quality promotion and improving organizational performance. This study was conducted to determine the quality gap in educational services by the students of Health and Nutrition School of Shiraz University of Medical Sciences. Methods: In this cross-sectional study, 140 students participated voluntarily (age range=19 to 40 years. The service quality (SERVQUAL questionnaire was used for data collection. This questionnaire measured the quality gap in 5 dimensions of educational service including assurance, responsiveness, empathy, reliability, and tangibility. The students’ perception about the current conditions and their expectations as to optimal conditions can be determined, using this questionnaire. The score of the gap in quality of educational services is calculated from difference between perception and expectation scores. Due to non-normality of data, non-parametric tests were used. To this end, data were analyzed by statistical tests including Wilcoxon, Friedman, Kruskal-Wallis and Mann-Whiteny tests in SPSS 14. Results: The results showed that there was quality gap in all 5 dimensions of educational services. The largest and the smallest gaps were observed in "responsiveness" with a mean±SD of -0.94±0.74 and in "reliability" with a mean±SD of -0.76±0.69, respectively. There was a significant difference in quality gap between the 5 dimensions (p<0.001. Conclusion: According to the results, the students’ expectations were higher than their perceptions of current conditions; also, in all aspects of the services their expectations were not met. It is recommended that workshops on customer services, communication skills and personnel’s technical skills development should be planned and held. Also, allocating more resources for

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

    Science.gov (United States)

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

    2014-11-28

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

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

    Science.gov (United States)

    Hebert, Francoise

    1994-01-01

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

  11. Bridging Identity Gaps : Supporting Identity Performance in Citizen Service Encounters

    DEFF Research Database (Denmark)

    Borchorst, Nikolaj Gandrup; McPhail, Brenda; Smith, Karen Louise

    2012-01-01

    administrative processes and the quality and swiftness of the service they receive. As we bring to light in this paper, this “fitting in” with rigid bureaucratic procedures and IT systems interestingly requires a substantial collaborative effort between the receiver(s) of the service and a complex constellation...... of surrounding stakeholders and intermediaries. This collaboration and the performing of multiple identities raises challenges for the design of e-government systems aimed at supporting physical and digital citizen service provision, as well as issues regarding privacy, citizenship, and public service quality......This paper explores in situ citizen service encounters in government offices. Drawing upon ethnographically informed fieldwork in Canada and Denmark, we discuss the challenges to supporting citizens in constructing and performing identities in public service settings. Our data suggests...

  12. Hanford performance evaluation program for Hanford site analytical services

    International Nuclear Information System (INIS)

    Markel, L.P.

    1995-09-01

    The U.S. Department of Energy (DOE) Order 5700.6C, Quality Assurance, and Title 10 of the Code of Federal Regulations, Part 830.120, Quality Assurance Requirements, states that it is the responsibility of DOE contractors to ensure that ''quality is achieved and maintained by those who have been assigned the responsibility for performing the work.'' Hanford Analytical Services Quality Assurance Plan (HASQAP) is designed to meet the needs of the Richland Operations Office (RL) for maintaining a consistent level of quality for the analytical chemistry services provided by contractor and commmercial analytical laboratory operations. Therefore, services supporting Hanford environmental monitoring, environmental restoration, and waste management analytical services shall meet appropriate quality standards. This performance evaluation program will monitor the quality standards of all analytical laboratories supporting the Hanforad Site including on-site and off-site laboratories. The monitoring and evaluation of laboratory performance can be completed by the use of several tools. This program will discuss the tools that will be utilized for laboratory performance evaluations. Revision 0 will primarily focus on presently available programs using readily available performance evaluation materials provided by DOE, EPA or commercial sources. Discussion of project specific PE materials and evaluations will be described in section 9.0 and Appendix A

  13. THE IMPACT OF BANKING SERVICES QUALITY ON CREDIT INSTITUTIONS

    Directory of Open Access Journals (Sweden)

    Dinculescu Elena-Silvia

    2011-09-01

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

  14. Factors Determining e-Learning Service Quality

    Science.gov (United States)

    Uppal, Muhammad Amaad; Ali, Samnan; Gulliver, Stephen R.

    2018-01-01

    e-Learning courses are fast becoming common-place, yet the success of these online courses varies considerably. Since limited research addresses the issue of e-learning quality (ELQ) of service in higher education environments, there is an increasing need to effectively assess ELQ. In this paper, we argue that to obtain a satisfactory e-learning…

  15. Service quality of cloud-based applications

    CERN Document Server

    Bauer, Eric

    2014-01-01

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

  16. Quality of Service in the Internet

    Indian Academy of Sciences (India)

    Home; Journals; Resonance – Journal of Science Education; Volume 10; Issue 3. Quality of Service in the Internet. Prashant Bharadwaj. General Article Volume 10 Issue 3 March 2005 pp 57-70. Fulltext. Click here to view fulltext PDF. Permanent link: https://www.ias.ac.in/article/fulltext/reso/010/03/0057-0070. Keywords.

  17. Service Quality Evaluation and Ranking of Container Terminal Operators

    Directory of Open Access Journals (Sweden)

    Jafar Sayareh

    2016-12-01

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

  18. Performance in Service Marketing from Philosophy to Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

    Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

  19. Determinants of Services Sourcing Performance

    Science.gov (United States)

    2010-12-16

    Lovelock & Wirtz, 2007). Figure 1. Changes in DoD’s Contract Obligations and Contracting Workforce, Fiscal Year 2001 to Fiscal Year 2008 (GAO, 2009a...99–107). Chicago, IL: American Marketing. Lovelock , C., & Wirtz, J. (2007). Services marketing: People, technology, strategy (6th ed.). Upper Saddle

  20. 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.

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

    Science.gov (United States)

    Alani, Farooq; Yaqoub, Yasir; Hamdan, Mahani

    2015-01-01

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

  2. 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.

  3. Sustainable quality systems for every Health Service

    International Nuclear Information System (INIS)

    Touzet, Rodolfo; Pittaluga, Roberto R.

    2008-01-01

    The implementation of a Quality system is an indispensable requirement to assure the protection and the radiological safety, especially in those facilities where the potential risks are important. One of the 'general conclusions' of the Conference of Malaga (to achieve the RPP) is also the implementation of quality systems. Lamentably the great majority of the Services of Health in the world, more than 95 %, has not nowadays any formal quality system but only any elements what can be named a 'natural quality system' that includes protocols of work, records of several processes, certified of training of the personnel and diverse practices that are realized in systematic form but that not always are documented. Most health services do not have the necessary means available to adhere quickly to international standards. At the same time the health services do not have either qualified or trained personnel to lead a certification or accreditation project and most of them do not have the resources available to hire external consultants, especially the public hospitals. The scenario described represents a challenge for the Regulatory Authorities who must determine 'how to ensure that installations comply with an acceptable standard of quality without it placing an impossible strain on their budget?' Due to these circumstances a 'Basic Guide' has developed for the implementation of a quality system in every Health Service that takes the elements as a foundation of the standard ISO - 9000:2000 and the standard for systems management GSR-3 of the IAEA. The criteria and the methodologies are showed in the presentation. (author)

  4. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Science.gov (United States)

    2010-07-01

    ... 31 Money and Finance: Treasury 3 2010-07-01 2010-07-01 false Exportation of services; performance of service contracts; legal services. 538.406 Section 538.406 Money and Finance: Treasury Regulations... SUDANESE SANCTIONS REGULATIONS Interpretations § 538.406 Exportation of services; performance of service...

  5. 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.

  6. 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...

  7. Application Of Quality Function Deployment (QFD) To Measure Performance

    International Nuclear Information System (INIS)

    Fazila Said; Mohd Amirul Shafiq Shafiee; Nurul Hasanah Mohd Abd Basir

    2014-01-01

    This study aims to measure service quality performance and identify critical service quality characteristics as perceived by the customers. An integrated results survey that conducted by seven service centers that certified with Quality Management System (QMS) in Nuclear Malaysia are analysed. This is followed by constructing House of Quality (HoQ) and identifying other parameters for the Quality Function Deployment (QFD) matrix. HoQ is a simple and attractive service innovation tool which can be used to directly show comprehensive information which contained the voice of customer (VOC), technical response, technical correlation and matrix relationship. This study revealed that the information's from HoQ with further discussion on planning part which can be used to assist management in knowing the overall detail information of service center achievement and recognizes the solution for unsatisfied customer through priority improvement activity to enhance the customer satisfaction in future. (author)

  8. Measuring the performance of G2G services in Iran

    Science.gov (United States)

    Zarei, Behrouz; Safdari, Maryam

    To highlight the growth of e-government and the importance of its services it is essential to evaluate the performance of the service delivery to customers. Research indicates that traditional performance indexes are not suitable for this evaluation; moreover, it is noticeable that the e-government services are intangible and invisible. Among different e-government services, measurement of quality government to government (G2G) services has been less attractive for researchers while crucial for government policy-makers. This calls for a better understanding of the specific needs of users of these services in order to provide appropriate type and level of services that meets those needs. In this paper, the performance of the G2G services is measured in the Iranian context. For this purpose, SERVQUAL, which is a well-known method for assessing service quality, is employed. This study proposes and tests a five-factor of SERVQUAL instrument to explain user satisfaction and gap analysis, between expectations and perceptions of its customers, consisting thirty ministries and main governmental organizations. Based on a Chi-square test, factor analysis, gap analysis and correlations, it is concluded the gap between expectations and perceptions of G2G customers is significant and customer satisfaction of G2G services is at low level.

  9. Healthcare service quality: what really matters to the female patient?

    NARCIS (Netherlands)

    Shafei, Ingy; Walburg, J.A.; Taher, Ahmed F.

    2015-01-01

    Purpose – This paper aims to develop a model that encompasses the constructs and sub-constructs consumers use in evaluating healthcare service quality (HSQ) in Egypt. Design/methodology/approach – Factor analysis was performed on 40 variables to identify the constructs. Ordinal logistic regression

  10. Identifying Shortcomings in the Measurement of Service Quality.

    Science.gov (United States)

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

    2000-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Tomescu Ada Mirela

    2011-07-01

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

  12. Performance improvement plan in customer technical services

    International Nuclear Information System (INIS)

    Lachambre, L.

    1995-01-01

    This presentation centred around the philosophy, goals, and initiatives associated with Gaz Metropolitain's performance improvement plan. Various aspects of the plan including customer surveys, new customer service policies, the creation of small working units, the decentralization of the Montreal service department, and customer-harmonized shift schedules were explored. Implementation of new service plans and contracts, the formation of improvement groups related to human resources, human resource and productivity management, leadership training, and the use of performance indicators were also explained

  13. The students' viewpoint on the quality gap in educational services.

    Science.gov (United States)

    Rahim Khanli, Marziyeh; Daneshmandi, Hadi; Choobineh, Alireza

    2014-07-01

    Students and university community are social and human resources of the country. The students' viewpoints about the quality of educational services can be considered as a basis for planning quality promotion and improving organizational performance. This study was conducted to determine the quality gap in educational services by the students of Health and Nutrition School of Shiraz University of Medical Sciences. In this cross-sectional study, 140 students participated voluntarily (age range=19 to 40 years). The service quality (SERVQUAL) questionnaire was used for data collection. This questionnaire measured the quality gap in 5 dimensions of educational service including assurance, responsiveness, empathy, reliability, and tangibility. The students' perception about the current conditions and their expectations as to optimal conditions can be determined, using this questionnaire. The score of the gap in quality of educational services is calculated from difference between perception and expectation scores. Due to non-normality of data, non-parametric tests were used. To this end, data were analyzed by statistical tests including Wilcoxon, Friedman, Kruskal-Wallis and Mann-Whiteny tests in SPSS 14. The results showed that there was quality gap in all 5 dimensions of educational services. The largest and the smallest gaps were observed in "responsiveness" with a mean±SD of -0.94±0.74 and in "reliability" with a mean±SD of -0.76±0.69, respectively. There was a significant difference in quality gap between the 5 dimensions (peducational facilities and physical environment is recommended.

  14. Value Added Service and Service Quality from the Customer’s Perspective: An Empirical Investigation in Thai Telecommunication Industry

    Directory of Open Access Journals (Sweden)

    Saowanee Srikanjanarak

    2009-12-01

    Full Text Available Increasing global competition has led to an intensively competitive market among service providers. Several organizations have created and developed a variety of products or services; in particular the telecommunications industry has developed mobile phone services. Various value-added services linked to mobile phone services, such as communication, entertainment, information services and money transfer services have been intensively incorporated to sustain and serve the customer’s need, which in turn demands performance maximization. In service marketing literature, SERVQUAL and SERVPERF have been reported as failing to measure service quality in new industries such as the retail industry’s B2B service. Therefore, service quality models for the mobile phone service industry need to be further developed.Service quality models have placed little focus on value-added services and no research has yet operationalized the concept of value-added services in a service quality model from the customer’s perspective of the service industry. Hence, this paper aims to conceptualize a service quality model based on Gronroos’ Model, other exploratory research and the current market situation in the service context. A total of 998 structured questionnaires were distributed to pre-paid mobile phones users in nine provinces around Thailand. The results indicate four dimensions of service quality. The value-added services have shown a particularly high level of measurements of satisfaction. These findings reveal a meaningful insight into how customers perceive the value-added services offered by service providers. This will help managers to design an appropriate variety of service options that suit their customers and in turn may lead to the development of a long-term relationship with their organizations.

  15. 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.

  16. Monitoring the Quality of Services in Electronic Banking

    Directory of Open Access Journals (Sweden)

    Jovovic Radislav

    2016-09-01

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

  17. [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.

  18. ANALYSIS OF PERCEIVED QUALITY OF EDUCATION SERVICE

    Directory of Open Access Journals (Sweden)

    Murwatiningsih Murwatiningsih

    2015-03-01

    Full Text Available This study aims to determine the descriptive overview of the quality of education services consisting. The location of this research was at the Economics Faculty of Semarang State University, and the object of the study was student at semester VII of the Economics Faculty. The population of this study was 620 students in the academic year of 2014/2015. Proportional cluster ranom sampling technique was utilized to get 186 samples. The method of collecting data using questionnaires, whereas method of data analysis using non-parametric statistics (descriptive percentages.The result shows that the quality of education services, which can be seen from the dimensions of relevance, efficiency, effectiveness, accountability, responsiveness, creativity, productivity, academic abilities, empathy, and appearance, are perceived well by students. However, this result has not optimal yet, especially on the dimensions of relevance, efficiency and effectiveness.

  19. Performance Testing of Download Services of COSMC

    Directory of Open Access Journals (Sweden)

    Jiří Horák

    2013-11-01

    Full Text Available The paper presents results of performance tests of download services of Czech Office of Surveying, Mapping and Cadastre according to INSPIRE  requirements. Methodology of testing is explained, including monitoring performance  of reference servers. 26 millions of random requests were generated for each monitored operation, layer and coordinate system. The temporal development of performance indicators are analyzed and discussed. Results of performance tests approve the compliance with INSPIRE qualitative requirements for download services. All monitored services satisfy requirements of latency, capacity and availability. The latency and availability requirements are fulfilled with an abundant reserve. No problems in structure and content of responses were detected.

  20. 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.

  1. Service quality in consumer's credit branch

    OpenAIRE

    Blechová, Věra

    2008-01-01

    The diploma thesis deals with consumer's credit grants of banking and non-banking corporations and comparison of their service quality. The first part of research is dedicated to consumer's knowledge of credit issues. Second describes main difficulties of consumer's credit grants of banking and non-banking corporations and proves their use of unfair manners. The final part of thesis propose improvements, which will boost consumer's protection on field of consumer's credits.

  2. 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

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

    Science.gov (United States)

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

    2012-01-01

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

  4. Video quality measure for mobile IPTV service

    Science.gov (United States)

    Kim, Wonjun; Kim, Changick

    2008-08-01

    Mobile IPTV is a multimedia service based on wireless networks with interactivity and mobility. Under mobile IPTV scenarios, people can watch various contents whenever they want and even deliver their request to service providers through the network. However, the frequent change of the wireless channel bandwidth may hinder the quality of service. In this paper, we propose an objective video quality measure (VQM) for mobile IPTV services, which is focused on the jitter measurement. Jitter is the result of frame repetition during the delay and one of the most severe impairments in the video transmission via mobile channels. We first employ YUV color space to compute the duration and occurrences of jitter and the motion activity. Then the VQM is modeled by the combination of these three factors and the result of subjective assessment. Since the proposed VQM is based on no-reference (NR) model, it can be applied for real-time applications. Experimental results show that the proposed VQM highly correlates to subjective evaluation.

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

    Science.gov (United States)

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

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

  6. No Reference Video-Quality-Assessment Model for Monitoring Video Quality of IPTV Services

    Science.gov (United States)

    Yamagishi, Kazuhisa; Okamoto, Jun; Hayashi, Takanori; Takahashi, Akira

    Service providers should monitor the quality of experience of a communication service in real time to confirm its status. To do this, we previously proposed a packet-layer model that can be used for monitoring the average video quality of typical Internet protocol television content using parameters derived from transmitted packet headers. However, it is difficult to monitor the video quality per user using the average video quality because video quality depends on the video content. To accurately monitor the video quality per user, a model that can be used for estimating the video quality per video content rather than the average video quality should be developed. Therefore, to take into account the impact of video content on video quality, we propose a model that calculates the difference in video quality between the video quality of the estimation-target video and the average video quality estimated using a packet-layer model. We first conducted extensive subjective quality assessments for different codecs and video sequences. We then model their characteristics based on parameters related to compression and packet loss. Finally, we verify the performance of the proposed model by applying it to unknown data sets different from the training data sets used for developing the model.

  7. 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.

  8. Automated geospatial Web Services composition based on geodata quality requirements

    Science.gov (United States)

    Cruz, Sérgio A. B.; Monteiro, Antonio M. V.; Santos, Rafael

    2012-10-01

    Service-Oriented Architecture and Web Services technologies improve the performance of activities involved in geospatial analysis with a distributed computing architecture. However, the design of the geospatial analysis process on this platform, by combining component Web Services, presents some open issues. The automated construction of these compositions represents an important research topic. Some approaches to solving this problem are based on AI planning methods coupled with semantic service descriptions. This work presents a new approach using AI planning methods to improve the robustness of the produced geospatial Web Services composition. For this purpose, we use semantic descriptions of geospatial data quality requirements in a rule-based form. These rules allow the semantic annotation of geospatial data and, coupled with the conditional planning method, this approach represents more precisely the situations of nonconformities with geodata quality that may occur during the execution of the Web Service composition. The service compositions produced by this method are more robust, thus improving process reliability when working with a composition of chained geospatial Web Services.

  9. 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.

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

    Science.gov (United States)

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

    2015-01-01

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

  11. 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...

  12. Gap analysis of service quality at Innibos Arts Festival

    Directory of Open Access Journals (Sweden)

    Lisa Welthagen

    2014-01-01

    Full Text Available Events, specifically festivals, have experienced significant growth in South Africa over the past ten years in size, numbers, diversity and popularity (Van Zyl, 2011. Arts festivals have become a feature in the South African cultural landscape and long term success and sustainability of these events rely on the emphasis of service quality, thereby highlighting sustainability of festivals and events. The questionnaire, based on the SERVQUAL model and an adaption of the Grönroos model was used to identify service perceptions and expectations of service quality at Innibos National Arts Festival in Mbombela, South Africa. The data were collected in two phases, the first prior to the festival to measure attendee’s expectations, and the second after the festival to measure the attendee’s experience of service quality at the festival . The statistical analysis was performed on a construct level as well as an individual variable level. This study aimed at quantifying the gap between attendee’s expectations and perceptions of service quality and overall customer satisfaction.

  13. 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.

  14. Quality assurance in performance assessments

    International Nuclear Information System (INIS)

    Maul, P.R.; Watkins, B.M.; Salter, P.; Mcleod, R

    1999-01-01

    Following publication of the Site-94 report, SKI wishes to review how Quality Assurance (QA) issues could be treated in future work both in undertaking their own Performance Assessment (PA) calculations and in scrutinising documents supplied by SKB (on planning a repository for spent fuels in Sweden). The aim of this report is to identify the key QA issues and to outline the nature and content of a QA plan which would be suitable for SKI, bearing in mind the requirements and recommendations of relevant standards. Emphasis is on issues which are specific to Performance Assessments for deep repositories for radioactive wastes, but consideration is also given to issues which need to be addressed in all large projects. Given the long time over which the performance of a deep repository system must be evaluated, the demonstration that a repository is likely to perform satisfactorily relies on the use of computer-generated model predictions of system performance. This raises particular QA issues which are generally not encountered in other technical areas (for instance, power station operations). The traceability of the arguments used is a key QA issue, as are conceptual model uncertainty, and code verification and validation; these were all included in the consideration of overall uncertainties in the Site-94 project. Additionally, issues which are particularly relevant to SKI include: How QA in a PA fits in with the general QA procedures of the organisation undertaking the work. The relationship between QA as applied by the regulator and the implementor of a repository development programme. Section 2 introduces the discussion of these issues by reviewing the standards and guidance which are available from national and international organisations. This is followed in Section 3 by a review of specific issues which arise from the Site-94 exercise. An outline procedure for managing QA issues in SKI is put forward as a basis for discussion in Section 4. It is hoped that

  15. Quality assurance in performance assessments

    Energy Technology Data Exchange (ETDEWEB)

    Maul, P.R.; Watkins, B.M.; Salter, P.; Mcleod, R [QuantiSci Ltd, Henley-on-Thames (United Kingdom)

    1999-01-01

    Following publication of the Site-94 report, SKI wishes to review how Quality Assurance (QA) issues could be treated in future work both in undertaking their own Performance Assessment (PA) calculations and in scrutinising documents supplied by SKB (on planning a repository for spent fuels in Sweden). The aim of this report is to identify the key QA issues and to outline the nature and content of a QA plan which would be suitable for SKI, bearing in mind the requirements and recommendations of relevant standards. Emphasis is on issues which are specific to Performance Assessments for deep repositories for radioactive wastes, but consideration is also given to issues which need to be addressed in all large projects. Given the long time over which the performance of a deep repository system must be evaluated, the demonstration that a repository is likely to perform satisfactorily relies on the use of computer-generated model predictions of system performance. This raises particular QA issues which are generally not encountered in other technical areas (for instance, power station operations). The traceability of the arguments used is a key QA issue, as are conceptual model uncertainty, and code verification and validation; these were all included in the consideration of overall uncertainties in the Site-94 project. Additionally, issues which are particularly relevant to SKI include: How QA in a PA fits in with the general QA procedures of the organisation undertaking the work. The relationship between QA as applied by the regulator and the implementor of a repository development programme. Section 2 introduces the discussion of these issues by reviewing the standards and guidance which are available from national and international organisations. This is followed in Section 3 by a review of specific issues which arise from the Site-94 exercise. An outline procedure for managing QA issues in SKI is put forward as a basis for discussion in Section 4. It is hoped that

  16. 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.

  17. 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.

  18. 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.

  19. Quality assurance programs from laboratories offering radiological protection services

    International Nuclear Information System (INIS)

    Marrero Garcia, M.; Prendes Alonso, M.; Jova Sed, L.; Morales Monzon, J.A.

    1998-01-01

    The implementation of an adequate program for quality assurance in institutions servicing radiological protection programs will become an additional tool to achieve security targets included in that program. All scientific and technical services offered by CPHR employ quality assurance systems

  20. Managing service quality: Human resource management strategies

    Directory of Open Access Journals (Sweden)

    K. K. Govender

    2000-06-01

    Full Text Available This article reports the results of an empirical evaluation of a conceptual service encounter management model (Govender, 1999. The various hypotheses proposed to show a relationship between formal and informal socialisation strategies, and the bank employees' perception of the organisational climate and their role are empirically evaluated. Furthermore, the mediated effects of these socialization tactics on the bank customers perception of the service quality was also ascertained by matching a random sample of 210 bank employees with 1050 customers. Opsomming Hierdie artikel rapporteer die resultate van n empiriese evaluering van n konseptuele dienservaringsbestuursmodel (Govender, 1999. Verskeie hipoteses word voorgehou om n verband tussen formele en informele sosialise- ringstrategiee aan te toon, en die bankwerkers se persepsie van die organisatoriese klimaat en hulle rolle word empirics geevalueer.Verder word die modererende effek van hierdie sosialiseringstrategie op die bankkliente se persepsie van dienskwaliteit bepaal deur 'n ewekansige steekproefvan 210 bankwerkers met 1050 kliente af te paar.

  1. Management services, quality assurance, and safety

    International Nuclear Information System (INIS)

    Anon.

    1987-01-01

    Broad technical and administrative support for the programmatic research and development activities of the Fusion Energy Division is provided by the Management Services Section and by the division's quality assurance (QA) and safety programs. Support is provided through effective communication with division programmatic staff and through the coordination of resources from disciplines outside the division. The QA activity in the division emphasizes the development and documentation of a QA program that conforms to national standards, the review and approval of engineering documents, supplier surveillance, identification and documentation of nonconforming items, audits, and QA assessments/plans. The division's safety activities include a formal safety program, emergency planning activities, and environmental protection services. Efforts devoted to the removal of hazardous wastes from division facilities were expanded during 1986

  2. 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.

  3. Managing Service Quality with the Balanced Scorecard.

    Science.gov (United States)

    Poll, Roswitha

    In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users,…

  4. Performance modeling of network data services

    Energy Technology Data Exchange (ETDEWEB)

    Haynes, R.A.; Pierson, L.G.

    1997-01-01

    Networks at major computational organizations are becoming increasingly complex. The introduction of large massively parallel computers and supercomputers with gigabyte memories are requiring greater and greater bandwidth for network data transfers to widely dispersed clients. For networks to provide adequate data transfer services to high performance computers and remote users connected to them, the networking components must be optimized from a combination of internal and external performance criteria. This paper describes research done at Sandia National Laboratories to model network data services and to visualize the flow of data from source to sink when using the data services.

  5. 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...

  6. From technical quality assurance of radiotherapy to a comprehensive quality of service management system

    International Nuclear Information System (INIS)

    Kehoe, T.; Rugg, L.

    1999-01-01

    A hierarchy of dosimetry, planning and machine performance checks and evaluations of clinical outcomes have been widely used in radiotherapy for decades. Procedures, codes of practice and guidance are readily available on the technical aspects of radiotherapy treatments, maintenance of which is achieved by quality control checks within a quality assurance approach to radiotherapy. Recently a series of high profile, well-publicised treatment accidents resulting in damage to patients have focused the attention of both professionals and the public. There is now pressure to introduce formal quality management systems. Patients and their relatives/carers are having their expectations raised but their definition of a quality service differs from that generally considered by the oncology professionals. Most departmental managers and staff have wide experience of quality control checks. They understand the philosophy of quality assurance. However the idea of formal quality systems/quality management is alien to them. What is a professional/departmental manager to do? This paper addresses that question by discussing the underlying principles of quality management covering service provision as well as technical radiotherapy treatment delivery and by providing some guidance based on experience in the practical implementation of quality management through three stages of development: a QA programme incorporating checks on essential parts of the technical treatment delivery, a formal documented certified QA system focusing on technical treatment delivery, a comprehensive quality management system covering all parts of a service. One possible action plan is provided indicating progress through the three stages of development based on experience in one large Radiation Oncology Department. With planning, resources and commitment. a comprehensive quality of service management system is achievable in radiotherapy. (author.)

  7. 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.

  8. Strategic Managment to Support Quality of Service

    OpenAIRE

    Berset, Geir

    2004-01-01

    Distributed computing adds to the complexity of ensuring Quality of Service (QoS) to applications. Middleware architectures are trying to solve the complexity of distributed computing, but has generally not been addressing the topic of providing platform managed QoS. It is a common understanding that one should try to provide QoS based on a general solution for capturing QoS requirements and managing resources. This thesis proposes a scheme increasing the probability of delivering QoS to s...

  9. Organization structure and the performance of hospital emergency services.

    Science.gov (United States)

    Georgopoulos, B S

    1985-07-01

    A comparative study of 30 hospital emergency departments (EDs) and nearly 1,500 individuals associated with them was conducted. Data were obtained from institutional records, physicians, patients, and other sources. The object was to investigate the relationship between the organization and performance of these health service systems. The study assessed the quality of medical care, the quality of nursing care, and the economic efficiency of hospital EDs. The results show substantial interinstitutional differences in these criteria. They also show a significant relationship between medical and nursing care, but not between the quality of care and economic efficiency. Differences in ED performance are related to medical staffing patterns, medical teaching affiliation, personnel training, scope of emergency services, number of patient visits processed, and hospital size and complexity. Not all of these variables, however, correlate positively with all three criteria of performance, nor are they equally important to each.

  10. Value management: optimizing quality, service, and cost.

    Science.gov (United States)

    Makadon, Harvey J; Bharucha, Farzan; Gavin, Michael; Oliveira, Jason; Wietecha, Mark

    2010-01-01

    Hospitals have wrestled with balancing quality, service, and cost for years--and the visibility and urgency around measuring and communicating real metrics has grown exponentially in the last decade. However, even today, most hospital leaders cannot articulate or demonstrate the "value" they provide to patients and payers. Instead of developing a strategic direction that is based around a core value proposition, they focus their strategic efforts on tactical decisions like physician recruitment, facility expansion, and physician alignment. In the healthcare paradigm of the next decade, alignment of various tactical initiatives will require a more coherent understanding of the hospital's core value positioning. The authors draw on their experience in a variety of healthcare settings to suggest that for most hospitals, quality (i.e., clinical outcomes and patient safety) will become the most visible indicator of value, and introduce a framework to help healthcare providers influence their value positioning based on this variable.

  11. Service Quality and Customer Satisfaction: An Assessment and Future Directions.

    Science.gov (United States)

    Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen

    1999-01-01

    Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…

  12. Service Quality in Higher Education Using an Enhanced SERVQUAL Approach

    Science.gov (United States)

    Tan, Kay C.; Kek, Sei W.

    2004-01-01

    Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This…

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

    African Journals Online (AJOL)

    models. The application of westernised approaches to service companies that operate .... (2009), who investigated the relationship between the marketing ... customer satisfaction and service quality is the primary goal of service firms that want.

  14. Effect of Managers on Public Service Performance

    DEFF Research Database (Denmark)

    Mikkelsen, Maria Falk

    This report provides an overview of the PhD dissertation “Effects of Managers on Public Service Performance” carried out at the Department of Political Science, Aarhus University and SFI – The Danish National Centre for Social Research. The dissertation is part of the research project “School...... Management, Teaching, and Student Performance” supported by the Danish Strategic Research Council (now Innovation Fund Denmark) and headed by professor Søren Winter. The dissertation explores the effects of managers on public service performance. By combining theoretical insights and research designs from......?”, “How can we improve organizational performance?”, and “How can we measure public service performance?” The setting for the dissertation is Danish middle schools (folkeskoler). The education system is generally considered an important service area as it affects later life outcomes of individual children...

  15. Quality improvement initiatives in a case management service: case study.

    Science.gov (United States)

    Davies, Deborah J

    2015-01-01

    This article explores the importance of quality practices in underpinning the person-centred approach at a Community Options Program (COP) case management service in northern NSW. The NSW community care sector does not have a statutory excellence body to identify, promote and support improved practices and quality and safety across community services, and therefore the COP provider decided to establish a dedicated role to focus on the quality improvement of its service. The subsequent quality improvement initiatives have included mapping the clients' journey through the service, identifying areas to standardise practice, and creating service pathways. The clients' journey was used as the framework to identify where standardised practice was required, and a robust process was implemented to develop over 25 good practice guidelines and tools that addressed the variations in practice and enabled the service pathways to be developed. Prior to trialling the guidelines and tools, staff received education sessions on the anticipated changes to practice, and the practicality and applicability of the guidelines were evaluated at the end of the trials. This information was reviewed and the guidelines were amended accordingly before being rolled out. The guidelines have been in use for over 12 months and have provided the benchmark against which to audit practice, and have resulted in key performance improvements such as an increase in client review rates and a rise in the feedback response rate from clients, with a noticeable shift in the comments about the brokered support worker to acknowledging the role of their case manager. Formalising informal supports for those clients that lived alone also increased, which means these people are less reliant on services and there is a reduced risk of social isolation.

  16. Short history of the theories regarding services quality

    Directory of Open Access Journals (Sweden)

    Delia POPESCU

    2009-12-01

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

  17. Reconsidering the measurement of ancillary service performance.

    Science.gov (United States)

    Griffin, D T; Rauscher, J A

    1987-08-01

    Prospective payment reimbursement systems have forced hospitals to review their costs more carefully. The result of the increased emphasis on costs is that many hospitals use costs, rather than margin, to judge the performance of ancillary services. However, arbitrary selection of performance measures for ancillary services can result in managerial decisions contrary to hospital objectives. Managerial accounting systems provide models which assist in the development of performance measures for ancillary services. Selection of appropriate performance measures provides managers with the incentive to pursue goals congruent with those of the hospital overall. This article reviews the design and implementation of managerial accounting systems, and considers the impact of prospective payment systems and proposed changes in capital reimbursement on this process.

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

    OpenAIRE

    Rahmat, Abdul Khabir; Faisol, Nasruddin

    2014-01-01

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

  19. Quality Dimension for Elderly Service in Taiwan Hotel Industry

    OpenAIRE

    Chung-Chieh Lee; Feng-Hua Yang; Chih-Jen Chen

    2013-01-01

    The author conducted a questionnaire survey on randomly selected elderly tourists from three hotel groups in Taiwan: international group, domestic-business group, and domestic-tourist group. Based on the literature, the author developed a questionnaire and asked these tourists to rate the hotels in which they were staying on three quality dimensions: brand awareness, hotel facilities, and hotel services. Through the questionnaire survey, the author wanted to determine the performance of the t...

  20. Mediation analysis of severity of needs, service performance and outcomes for patients with mental disorders.

    Science.gov (United States)

    Roux, Paul; Passerieux, Christine; Fleury, Marie-Josée

    2016-12-01

    Needs and service performance assessment are key components in improving recovery among individuals with mental disorders. To test the role of service performance as a mediating factor between severity of patients' needs and outcomes. A total of 339 adults with mental disorders were interviewed. A mediation analysis between severity of needs, service performance (adequacy of help, continuity of care and recovery orientation of services) and outcomes (personal recovery and quality of life) was carried out using structural equation modelling. The structural equation model provided a good fit with the data. An increase in needs was associated with lower service performance and worse outcomes, whereas higher service performance was associated with better outcomes. Service performance partially mediated the effect of patient needs on outcomes. Poorer service performance has a negative impact on outcomes for patients with the highest needs. Ensuring more efficient services for patients with high needs may help improve their recovery and quality of life. © The Royal College of Psychiatrists 2016.

  1. Organizational Attributes Associated With Medicare ACO Quality Performance.

    Science.gov (United States)

    Zhu, Xi; Mueller, Keith; Huang, Huang; Ullrich, Fred; Vaughn, Thomas; MacKinney, A Clinton

    2018-05-08

    To evaluate associations between geographic, structural, and service-provision attributes of Accountable Care Organizations (ACOs) participating in the Medicare Shared Savings Program (MSSP) and the ACOs' quality performance. We conducted cross-sectional and longitudinal analyses of ACO quality performance using data from the Centers for Medicare and Medicaid Services and additional sources. The sample included 322 and 385 MSSP ACOs that had successfully reported quality measures in 2014 and 2015, respectively. Results show that after adjusting for other organizational factors, rural ACOs' average quality score was comparable to that of ACOs serving other geographic categories. ACOs with hospital-system sponsorship, larger beneficiary panels, and higher posthospitalization follow-up rates achieved better quality performance. There is no significant difference in average quality performance between rural ACOs and other ACOs after adjusting for structural and service-provision factors. MSSP ACO quality performance is positively associated with hospital-system sponsorship, beneficiary panel size, and posthospitalization follow-up rate. © 2018 National Rural Health Association.

  2. Assessing service quality in business-to-business relationships within the international telecommunications carrier market.

    OpenAIRE

    2012-01-01

    M.Comm. The objectives of this study are : To determine customers' perception of service quality of international telecommunications carrier services delivered by Telkom in the business-tobusiness relationships with carriers in Europe; To establish whether differences in service quality exist among the selected business customers; To identify and examine customers' needs and expectations regarding the service delivery by Telkom; To assess how well Telkom is currently performing relative to...

  3. 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...

  4. Emergency medical services key performance measurement in Asian cities.

    Science.gov (United States)

    Rahman, Nik Hisamuddin; Tanaka, Hideharu; Shin, Sang Do; Ng, Yih Yng; Piyasuwankul, Thammapad; Lin, Chih-Hao; Ong, Marcus Eng Hock

    2015-01-01

    One of the key principles in the recommended standards is that emergency medical service (EMS) providers should continuously monitor the quality and safety of their services. This requires service providers to implement performance monitoring using appropriate and relevant measures including key performance indicators. In Asia, EMS systems are at different developmental phases and maturity. This will create difficultly in benchmarking or assessing the quality of EMS performance across the region. An attempt was made to compare the EMS performance index based on the structure, process, and outcome analysis. The data was collected from the Pan-Asian Resuscitation Outcome Study (PAROS) data among few Asian cities, namely, Tokyo, Osaka, Singapore, Bangkok, Kuala Lumpur, Taipei, and Seoul. The parameters of inclusions were broadly divided into structure, process, and outcome measurements. The data was collected by the site investigators from each city and keyed into the electronic web-based data form which is secured strictly by username and passwords. Generally, there seems to be a more uniformity for EMS performance parameters among the more developed EMS systems. The major problem with the EMS agencies in the cities of developing countries like Bangkok and Kuala Lumpur is inadequate or unavailable data pertaining to EMS performance. There is non-uniformity in the EMS performance measurement across the Asian cities. This creates difficulty for EMS performance index comparison and benchmarking. Hopefully, in the future, collaborative efforts such as the PAROS networking group will further enhance the standardization in EMS performance reporting across the region.

  5. Energy consumption and quality of service in WBAN: A performance evaluation between cross-layer and IEEE802.15.4

    OpenAIRE

    Correa-Chica, Juan Camilo; Botero-Vega, Juan Felipe; Gaviria-Gómez, Natalia

    2017-01-01

    Abstract Different communication schemes for Wireless Body Area Networks (WBAN) pretend to achieve a fair tradeoff between efficient energy consumption and the accomplishment of performance metrics. Among those schemes are the Cross-layer protocols that constitute a good choice to achieve the aforementioned tradeoff by introducing novel protocol techniques which are away from the traditional communications model. In this work we assessed the performance of a WBAN cross-layer protocol stack by...

  6. 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.

  7. 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...

  8. Design of a Secure System Considering Quality of Service

    Directory of Open Access Journals (Sweden)

    Seondong Heo

    2014-11-01

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

  9. The quality of service in passenger transport terminals

    Science.gov (United States)

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

    2016-11-01

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

  10. 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.

  11. 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.

  12. Research on Holographic Evaluation of Service Quality in Power Data Network

    Science.gov (United States)

    Wei, Chen; Jing, Tao; Ji, Yutong

    2018-01-01

    With the rapid development of power data network, the continuous development of the Power data application service system, more and more service systems are being put into operation. Following this, the higher requirements for network quality and service quality are raised, in the actual process for the network operation and maintenance. This paper describes the electricity network and data network services status. A holographic assessment model was presented to achieve a comprehensive intelligence assessment on the power data network and quality of service in the operation and maintenance on the power data network. This evaluation method avoids the problems caused by traditional means which performs a single assessment of network performance quality. This intelligent Evaluation method can improve the efficiency of network operation and maintenance guarantee the quality of real-time service in the power data network..

  13. Quality of Family Planning Services in Primary Health Centers of ...

    African Journals Online (AJOL)

    Background: Good quality of care in family planning (FP) services help individuals and couples to meet their reproductive health needs safely and effectively. Therefore, assessment and improvement of the quality of family planning services could enhance family planning services utilization. This study was thus conducted ...

  14. 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.

  15. Service Station Attendant. Performance Objectives. Basic Course.

    Science.gov (United States)

    Davis, John

    Several intermediate performance objectives and corresponding criterion measures are listed for each of 24 terminal objectives for a basic secondary level service station attendant course. The materials were developed for a two-semester course (2 and 3 hours daily). The specialized classroom and shop experiences are designed to enable the student…

  16. Custodial Services and Building Maint: Performance Objectives.

    Science.gov (United States)

    Downing, Charles; And Others

    Several intermediate performance objectives and corresponding criterion measures are listed for each of 14 terminal objectives for high school custodial service and building maintenance course (the third year of a 3-year program). The materials were developed for a 36-week course (3 hours daily) designed to prepare 12th graders with entry level…

  17. 31 CFR 545.406 - Exportation of services; performance of service contracts; legal services.

    Science.gov (United States)

    2010-07-01

    ... of service contracts; legal services. 545.406 Section 545.406 Money and Finance: Treasury Regulations... TALIBAN (AFGHANISTAN) SANCTIONS REGULATIONS Interpretations § 545.406 Exportation of services; performance... received in the territory of Afghanistan controlled by the Taliban. Note to § 545.406. See § 545.513 with...

  18. Identifying key hospital service quality factors in online health communities.

    Science.gov (United States)

    Jung, Yuchul; Hur, Cinyoung; Jung, Dain; Kim, Minki

    2015-04-07

    The volume of health-related user-created content, especially hospital-related questions and answers in online health communities, has rapidly increased. Patients and caregivers participate in online community activities to share their experiences, exchange information, and ask about recommended or discredited hospitals. However, there is little research on how to identify hospital service quality automatically from the online communities. In the past, in-depth analysis of hospitals has used random sampling surveys. However, such surveys are becoming impractical owing to the rapidly increasing volume of online data and the diverse analysis requirements of related stakeholders. As a solution for utilizing large-scale health-related information, we propose a novel approach to identify hospital service quality factors and overtime trends automatically from online health communities, especially hospital-related questions and answers. We defined social media-based key quality factors for hospitals. In addition, we developed text mining techniques to detect such factors that frequently occur in online health communities. After detecting these factors that represent qualitative aspects of hospitals, we applied a sentiment analysis to recognize the types of recommendations in messages posted within online health communities. Korea's two biggest online portals were used to test the effectiveness of detection of social media-based key quality factors for hospitals. To evaluate the proposed text mining techniques, we performed manual evaluations on the extraction and classification results, such as hospital name, service quality factors, and recommendation types using a random sample of messages (ie, 5.44% (9450/173,748) of the total messages). Service quality factor detection and hospital name extraction achieved average F1 scores of 91% and 78%, respectively. In terms of recommendation classification, performance (ie, precision) is 78% on average. Extraction and

  19. PENGARUH SERVICE QUALITY, PRODUCT QUALITY DAN PERCEIVED VALUE TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN INDUSTRI KAYU PERHUTANI

    Directory of Open Access Journals (Sweden)

    Winarni Saftarya Timedina Gultom

    2016-07-01

    Full Text Available The purpose of this research is to analyze the influences of service quality, product quality and perceived value on the satisfaction and loyalty of the customers of Perhutani wood industry, the level of customer satisfaction and loyalty and managerial implications. Four data analysis techniques were used including the structural equation modeling partial least squares (SEMPLS with 24 exogenous latent variable attributes and 6 endogenous latent variable attributes; CSI, CLI and IPA. SEMPLS results showed that the variables of service quality (T-statistic=2, 79*>T-table=1, 96 and product quality (T-statistic=6, 45*>T-table=1, 96 significantly influence the satisfaction of the customers of Perhutani wood industry. Perceived value variable (T-statistic=0, 65service quality, product quality, and perceived value provided by Perhutani wood industry. The main priority of the performances to be improved based on IPA include the attributes of accuracy of product sizes: length, width, thickness, complaint handling, product delivery, service employees, comprehension of needs, officer awareness, information on the documents and prevailing prices, service time completion, purchase document accuracy, price certainty, allocation certainty, suitability prices with quality, and affordable product prices.Keywords: perhutani, wood industry, satisfaction, loyalty, SEMPLS

  20. 75 FR 62501 - Senior Executive Service Performance Review Board: Update

    Science.gov (United States)

    2010-10-12

    ... AGENCY FOR INTERNATIONAL DEVELOPMENT Senior Executive Service Performance Review Board: Update... Development, Office of Inspector General's Senior Executive Service Performance Review Board. DATES: September... reference-- USAID OIG Senior Executive Service (SES) Performance Review Board). SUPPLEMENTARY INFORMATION: 5...

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

    Science.gov (United States)

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

    2012-01-01

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

  2. 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…

  3. 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

  4. Quality Indicators for Family Support Services and Their Relationship to Organizational Social Context

    Science.gov (United States)

    Olin, S. Serene; Williams, Nate; Pollock, Michele; Armusewicz, Kelsey; Kutash, Krista; Glisson, Charles; Hoagwood, Kimberly E.

    2013-01-01

    Quality measurement is an important component of healthcare reform. The relationship of quality indicators (QIs) for parent-delivered family support services to organizational social contexts known to improve quality is unexamined. This study employs data collected from 21 child mental health programs that deliver team-based family support services. Performance on two levels of QIs —those targeting the program and staff -- were significantly associated with organizational social context profiles and dimensions. High quality program policies are associated with positive organizational cultures and engaging climates. Inappropriate staff practices are associated with resistant cultures. Implications for organizational strategies to improve service quality are discussed. PMID:23709286

  5. Service quality from the perspective of myocardial infarction patients.

    Science.gov (United States)

    Gholipour, Kamal; Tabrizi, Jafar Sadegh; Azimzadeh, Solmaz; Ghafari, Samad; Iezadi, Shabnam

    2018-04-01

    Service quality (SQ) generally refers to the nonclinical aspects of health services and primarily focuses on the relationship between the care provider and the customers, and the environment in which care services are delivered. The aim of this study was to assess the SQ provided for myocardial infarction (MI) from the patients' perspective. A cross-sectional study was conducted with 164 patients with MI at the Tabriz Shahid Madani cardiology clinic. Study participants were selected using convenience sampling. SQ was measured using a validated Comprehensive Quality Measurement in Healthcare SQ questionnaire. The reliability was confirmed based on Cronbach's alpha coefficient (α=0.81). SQ was calculated using the formula SQ=10- (importance × performance), based on the importance and performance of non-health-related aspects from the customers' perspective. Importance scores ranged from 1 to 10 and performance was scored between 0 and 1. Of 164 participants, about 75% were men and almost 44% were between 51 and 65 years of age. From the customers' perspective, the total SQ score was 6.80 (0-10 scale), and the individual scores for all SQ aspects were below an acceptable level. Confidentiality, dignity and continuity were given the highest scores, while availability of support groups had the lowest score. The study findings revealed an opportunity to improve SQ. Patient and provider participation in quality improvement activities could be an effective strategy to improve the aspects of health care quality that were most important to the customers and those with low scores, such as availability of support groups.

  6. 75 FR 54445 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2010-09-07

    ..., Management (Chief Financial Officer). Alfred J. Kopec, Assistant Commissioner, Business Architecture. Sheryl... DEPARTMENT OF THE TREASURY Fiscal Service Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Fiscal Service, Treasury. ACTION: Notice...

  7. 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

  8. 76 FR 63351 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2011-10-12

    ... DEPARTMENT OF THE TREASURY Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of members to the Financial Management Service (FMS) Performance Review Board (PRB...

  9. 77 FR 60177 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Science.gov (United States)

    2012-10-02

    ... DEPARTMENT OF THE TREASURY Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of members to the Financial Management Service (FMS) Performance Review Board (PRB...

  10. Evaluation of quality control of radiopharmaceuticals in Nuclear Medicine service

    International Nuclear Information System (INIS)

    Tavares, Jamille A. Lopes; Lira, Renata F. de; Santos, Marcus Aurelio P. dos

    2014-01-01

    Radiopharmaceuticals are a type of pharmaceutical preparation associated with radionuclides with purpose of diagnosis and therapy. Nuclear Medicine Services (NMS) should perform quality control of radiopharmaceuticals according to the recommendations of the manufacturer and scientific evidences accepted by the National Agency Sanitary Surveillance ( Brazilian ANVISA). This study evaluated the quality of the main radiopharmaceuticals in a NMS of the state of Pernambuco in relation to pH and radiochemical purity. The results showed that 96.8% of the radiopharmaceuticals showed radiochemical purity and all pH values were within the range recommended by the American pharmacopoeia. The study found that the quality control when inserted into the NMS, provides important data that allows exclusion of radiopharmaceuticals with low radiochemistry purity, favoring a reliable diagnosis and ensuring good radiation protection practices and biosecurity for patient and occupationally exposed individuals

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

    Science.gov (United States)

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

    2014-07-29

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

  12. College clinic service quality and patient satisfaction.

    Science.gov (United States)

    Deshwal, Pankaj; Ranjan, Vini; Mittal, Geetika

    2014-01-01

    The purpose of this paper is to identify the service quality dimensions that play an important role in patient satisfaction in campus clinics in Delhi; assess student satisfaction with service; and suggests ways to improve areas of dissatisfaction. A questionnaire was distributed to students who had completed at least two consultations at the college clinic. Convenience sampling was used to approach respondents. The questionnaire uses modified SERVQUAL and other instruments, including original dimensions and those constructed through detailed discussions. Factor analyses, reliability tests and the Kaiser-Meyer-Olkin measure of sampling adequacy were conducted. The final sample had a total of 445 respondents. After factor analysis, the authors found that the dimensions affecting patient satisfaction are: staff professionalism; clinic staff reliability; clinic accessibility and basic facilities; tangibles; cleanliness; awareness of the clinic/diseases and how clinic staff deals with emergencies. Most students were satisfied with the professionalism of the clinic staff. More than 70 percent of the respondents reported that the clinic staff paid good attention to them. The campus clinic was deemed reliable by more than 50 percent of respondents. The students found the clinic's location convenient, with more than 50 percent supporting its location. However, there was dissatisfaction among the students regarding the tangibles of the clinic, with more than 50 percent favoring upgrading. There was satisfaction among the respondents regarding the availability of the doctor after clinic hours, but contact details for the clinic staff were not easily accessible on campus. More than 60 percent of respondents were satisfied with the cleanliness of the campus clinic. More than 50 percent felt that the campus clinic was not equipped to deal with emergencies efficiently. At the same time, 90 percent of respondents reported the availability of referral facilities in case of

  13. The quality infrastructure measuring, analyzing, and improving library services

    CERN Document Server

    Murphy, Sarah Anne

    2013-01-01

    Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, this book helps libraries of all kinds take a programmatic approach to measuring, analyzing, and improving library services.

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

    OpenAIRE

    Ala`a Nimer AbuKhalifeh; Ahmad Rasmi AlBattat

    2015-01-01

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

  15. Library and information services: impact on patient care quality.

    Science.gov (United States)

    Marshall, Joanne Gard; Morgan, Jennifer Craft; Thompson, Cheryl A; Wells, Amber L

    2014-01-01

    The purpose of this paper is to explore library and information service impact on patient care quality. A large-scale critical incident survey of physicians and residents at 56 library sites serving 118 hospitals in the USA and Canada. Respondents were asked to base their answers on a recent incident in which they had used library resources to search for information related to a specific clinical case. Of 4,520 respondents, 75 percent said that they definitely or probably handled patient care differently using information obtained through the library. In a multivariate analysis, three summary clinical outcome measures were used as value and impact indicators: first, time saved; second, patient care changes; and third, adverse events avoided. The outcomes were examined in relation to four information access methods: first, asking librarian for assistance; second, performing search in a physical library; third, searching library's web site; or fourth, searching library resources on an institutional intranet. All library access methods had consistently positive relationships with the clinical outcomes, providing evidence that library services have a positive impact on patient care quality. Electronic collections and services provided by the library and the librarian contribute to patient care quality.

  16. Services performed by an engineering consultant

    International Nuclear Information System (INIS)

    Seyffert, L.

    1984-01-01

    In the near future, services for the nuclear power plants in operation will become particularly important. Already at the present stage, engineering firms contribute to the planning of revisions and repair work, to the design, procurement and project management of new components and subsystems, respectively; they delegate supporting engineering personnel for the execution of in-plant measures, create special EDP software, develop quality assurance systems and work on quality control. This enumeration presents a rough outline of the field of activities, although it is far from complete. Also, the lines are drawn rather artibrarily, leaving out, for instance, the extensive activities in the fields of waste management and fuel management. These are main activities of specialized engineering firms which will be the subject of a future report. (orig.) [de

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

    Directory of Open Access Journals (Sweden)

    Hooman Pourmohammad

    2016-07-01

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

  18. 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.

  19. [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.

  20. 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.

  1. 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.

  2. Development of Service Quality Scale for Surgical Hospitalization

    Directory of Open Access Journals (Sweden)

    Ching-I Teng

    2007-01-01

    Conclusion: The SQSH has sufficient usefulness, reliability and validity. Future research on service quality can apply the SQSH scale to link with utilization intention and patient loyalty and attempt to develop a hospitalization quality scale for other departments.

  3. 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...

  4. Motivating Customer Service Employees to Deliver Service Quality

    National Research Council Canada - National Science Library

    Whisnant, Andre

    1999-01-01

    .... With higher levels of customer service, greater customer satisfaction will follow. This increased customer satisfaction leads to increased customer loyalty and retention, producing higher sales...

  5. Engaging service providers in improving industry performance

    International Nuclear Information System (INIS)

    Oberth, R.

    2012-01-01

    Effective task leadership is the key to achieving results in the nuclear industry and in most other industries. One of the themes of this conference is to discuss how the nuclear industry can undertake Issue-Identification and Definition as a means of 'identifying what needs attention' and then 'defining what needs to be done to make that happen'. I will explore this theme from the perspective of the 'Service Provider' - which by the definition of this conference includes everyone not within an operating utility - meaning 'those involved in everything from inspection and repair to research and plant architecture' - basically the member companies of my association, OCI. Our members take the definition of the roles and responsibilities of the 'Service Provider' community very seriously. In the context of this discussion a key utility function is the early definition of requirements and expectations of Service Providers in supplying to these requirements. Let's explore for a moment the Service Provider role and perspective. Service Providers are by nature pro-active - they seek ways to engage with utilities (and tier one vendors) to solve problems and achieve good outcomes. They come to industry conferences like this one to learn about upcoming utility programs and supply opportunities and how they can improve performance. Service Providers particularly want to hear senior utility people comment on emerging issues even those at the very early identification stage. Some Clarification of Roles is in Order - as that is the focus of this conference: 'Issue-Identification and Definition'. 'Issue-Identification' is the utility's job - it is the utility's role to identify as early as possible 'what needs attention and what their needs and expectations are'. This takes place before service provider engagement. 'Issue-Definition' is more challenging. It means 'determining and prioritizing what needs to be done to deal with the situation at hand'. This typically involves

  6. The better model to predict and improve pediatric health care quality: performance or importance-performance?

    Science.gov (United States)

    Olsen, Rebecca M; Bryant, Carol A; McDermott, Robert J; Ortinau, David

    2013-01-01

    The perpetual search for ways to improve pediatric health care quality has resulted in a multitude of assessments and strategies; however, there is little research evidence as to their conditions for maximum effectiveness. A major reason for the lack of evaluation research and successful quality improvement initiatives is the methodological challenge of measuring quality from the parent perspective. Comparison of performance-only and importance-performance models was done to determine the better predictor of pediatric health care quality and more successful method for improving the quality of care provided to children. Fourteen pediatric health care centers serving approximately 250,000 patients in 70,000 households in three West Central Florida counties were studied. A cross-sectional design was used to determine the importance and performance of 50 pediatric health care attributes and four global assessments of pediatric health care quality. Exploratory factor analysis revealed five dimensions of care (physician care, access, customer service, timeliness of services, and health care facility). Hierarchical multiple regression compared the performance-only and the importance-performance models. In-depth interviews, participant observations, and a direct cognitive structural analysis identified 50 health care attributes included in a mailed survey to parents(n = 1,030). The tailored design method guided survey development and data collection. The importance-performance multiplicative additive model was a better predictor of pediatric health care quality. Attribute importance moderates performance and quality, making the importance-performance model superior for measuring and providing a deeper understanding of pediatric health care quality and a better method for improving the quality of care provided to children. Regardless of attribute performance, if the level of attribute importance is not taken into consideration, health care organizations may spend valuable

  7. 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.

  8. 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.

  9. Constructing a Measurement in Service Quality for Indian Banks: Structural Equation Modeling Approach

    OpenAIRE

    Anil Kumar; Manoj Kumar Dash

    2013-01-01

    The aim of this paper is to construct a measure in service quality for Indian banks and establishes a causal relationship of service attributes performance with customer satisfaction. The SERVQUAL model is used. The quantification of service quality led to the attempt to construct an index. The index is constructed using Structural Equation Modeling (SEM) and American Customer Satisfaction Index (ACSI) as the underlying frameworks. The analysis is based on data of 200 bank customers from the ...

  10. [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.

  11. Applying revised gap analysis model in measuring hotel service quality.

    Science.gov (United States)

    Lee, Yu-Cheng; Wang, Yu-Che; Chien, Chih-Hung; Wu, Chia-Huei; Lu, Shu-Chiung; Tsai, Sang-Bing; Dong, Weiwei

    2016-01-01

    With the number of tourists coming to Taiwan growing by 10-20 % since 2010, the number has increased due to an increasing number of foreign tourists, particularly after deregulation allowed admitting tourist groups, followed later on by foreign individual tourists, from mainland China. The purpose of this study is to propose a revised gap model to evaluate and improve service quality in Taiwanese hotel industry. Thus, service quality could be clearly measured through gap analysis, which was more effective for offering direction in developing and improving service quality. The HOLSERV instrument was used to identify and analyze service gaps from the perceptions of internal and external customers. The sample for this study included three main categories of respondents: tourists, employees, and managers. The results show that five gaps influenced tourists' evaluations of service quality. In particular, the study revealed that Gap 1 (management perceptions vs. customer expectations) and Gap 9 (service provider perceptions of management perceptions vs. service delivery) were more critical than the others in affecting perceived service quality, making service delivery the main area of improvement. This study contributes toward an evaluation of the service quality of the Taiwanese hotel industry from the perspectives of customers, service providers, and managers, which is considerably valuable for hotel managers. It was the aim of this study to explore all of these together in order to better understand the possible gaps in the hotel industry in Taiwan.

  12. Investigating emergency room service quality using lean manufacturing.

    Science.gov (United States)

    Abdelhadi, Abdelhakim

    2015-01-01

    The purpose of this paper is to investigate a lean manufacturing metric called Takt time as a benchmark evaluation measure to evaluate a public hospital's service quality. Lean manufacturing is an established managerial philosophy with a proven track record in industry. A lean metric called Takt time is applied as a measure to compare the relative efficiency between two emergency departments (EDs) belonging to the same public hospital. Outcomes guide managers to improve patient services and increase hospital performances. The patient treatment lead time within the hospital's two EDs (one department serves male and the other female patients) are the study's focus. A lean metric called Takt time is used to find the service's relative efficiency. Findings show that the lean manufacturing metric called Takt time can be used as an effective way to measure service efficiency by analyzing relative efficiency and identifies bottlenecks in different departments providing the same services. The paper presents a new procedure to compare relative efficiency between two EDs. It can be applied to any healthcare facility.

  13. 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

  14. 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.

  15. 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.

  16. The Influence of Exotic Service Quality Towards Overall Satisfaction at Hotels in Makassar

    OpenAIRE

    Bata Ilyas, Gunawan; Munir, Abdul Razak

    2017-01-01

    As one of tourism destination place, Makassar become potential area to develop hotel industry. This study aimed to asses influence exotic dimensions quality comprising of service performance interaction quality, physical environment quality against Overall Satisfaction. This research used descriptive survey and explanatory. Population selected were all the customers at the hotel in Makassar who have a minimum 2 days and who had used the services of this hotel before. Samples in taken from Max...

  17. Radiation protection - Performance criteria for service laboratories performing biological dosimetry by cytogenetics

    International Nuclear Information System (INIS)

    2004-01-01

    This International Standard provides criteria for quality assurance and quality control, evaluation of the performance and the accreditation of biological dosimetry by cytogenetic service laboratories. This International Standard addresses: a) the confidentiality of personal information, for the customer and the service laboratory, b) the laboratory safety requirements, c) the calibration sources and calibration dose ranges useful for establishing the reference dose-effect curves allowing the dose estimation from chromosome aberration frequency, and the minimum detection levels, d) the scoring procedure for unstable chromosome aberrations used for biological dosimetry, e) the criteria for converting a measured aberration frequency into an estimate of absorbed dose, f) the reporting of results, g) the quality assurance and quality control, h) informative annexes containing examples of a questionnaire, instructions for customers, a data sheet for recording aberrations and a sample report

  18. Is There a Correlation Between Infection Control Performance and Other Hospital Quality Measures?

    Science.gov (United States)

    O'Hara, Lyndsay M; Morgan, Daniel J; Pineles, Lisa; Li, Shanshan; Sulis, Carol; Bowling, Jason; Drees, Marci; Jacob, Jesse T; Anderson, Deverick J; Warren, David K; Harris, Anthony D

    2017-06-01

    Quality measures are increasingly reported by hospitals to the Centers for Medicare and Medicaid Services (CMS), yet there may be tradeoffs in performance between infection control (IC) and other quality measures. Hospitals that performed best on IC measures did not perform well on most CMS non-IC quality measures. Infect Control Hosp Epidemiol 2017;38:736-739.

  19. Block Storage Service: Status and Performance

    CERN Document Server

    Van der Ster, Daniel

    2014-01-01

    This memo summarizes the current status of the Ceph block storage service as it is used for OpenStack Cinder Volumes and Glance Images as of May 2014. We present the block storage activity on the current cluster, measuring IOPS and latencies, and present a cost/benefit analysis of using SSDs to optimize the cost and performance efficiency of the service. During tests in collaboration with IT-CF, we have concluded that by adding SSDs as the synchronous write journals (used to guarantee data durability), we are able increase the IOPS capacity by 4-5 times, at a cost of decreasing the available volume by 20%. Further, the testing has shown that the Ceph implementation is able to operate at the limit of the hardware performance; software-induced performance limitations were not yet observed in either the spinning disk or SSD configurations. In addition, we believe that increasing small write performance with SSDs is applicable only to the block storage use-case; high-bandwidth use-cases such as physics data stora...

  20. Performance Evaluation of IP Based Multimedia Services in UMTS

    Directory of Open Access Journals (Sweden)

    Riri Fitri SARI

    2008-01-01

    Full Text Available This paper presents our work in the performance evaluation of UMTS network based on simulation. Enhanced UMTS Radio Access Network Extensions for NS-2 (EURANE developed by SEACORN has brought us to the higher phase of UMTS simulation in third generation wireless telecommunication system. Wireless 3G is designed to be able to deliver various kind of multimedia package through an IP network for the purpose of easier interconnection with fixed network with various existing multimedia services. Multimedia services with their bandwidth consumption characteristics are able to be sent through a UMTS network with the existence of High Speed Data Packet Access (HSPDA in Release 5. Quality of Service (QoS is a major concern in multimedia services. This paper shows the performance analysis of a number of multimedia services and their QoS using HSDPA in UMTS. The experiments were based on EURANE extension for NS-2. From the simulation conducted, we found that Unacknowledged Mode (UM in Radio Link Control (RLC will perform better for QoS class number 1 (VoIP and 2 (Video Streaming, while Acknowledged Mode (AM mode are more suitable for QoS class number 3 (web server and 4 (FTP.

  1. Computational inference and control of quality in multimedia services

    NARCIS (Netherlands)

    Menkovski, V.

    2013-01-01

    Quality is the degree of excellence we expect of a service or a product. It is also one of the key factors that determine its value. For multimedia services, understanding the experienced quality means understanding how the delivered delity, precision and reliability correspond to the users'

  2. Service quality as goal and outcome of ergonomics research

    DEFF Research Database (Denmark)

    Sørensen, Ole Henning

    2014-01-01

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

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

    Science.gov (United States)

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

    2012-01-01

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

  4. Framing perceived service quality and related constructs : A multilevel approach

    NARCIS (Netherlands)

    Roest, H.C.A.; Koelemeijer, K.

    1993-01-01

    Despite many publications on perceived service quality, the position of the construct relative to other key constructs in marketing/consumer behavior remains vague. This paper tries to bring conceptual clarity with regard to the relationships between perceived service quality, customer satisfaction/

  5. Status and future trends of Analytical Quality Control Services

    International Nuclear Information System (INIS)

    LaBrecque, J.J.; Schelenz, R.; Hardy, E.P.

    1987-07-01

    This report reviews the present Analytical Quality Control Services (AQCS) programme components in the light of the needs of IAEA Member States for analytical reference materials and intercomparisons, provides guidelines for the direction which the programme should take in the future and identifies the type of Analytical Quality Control Services most urgently required by the Member States

  6. On the perceived dynamics of retail service quality

    NARCIS (Netherlands)

    Ruyter, de J.C.; Wetzels, M.G.M.

    1997-01-01

    This paper addresses the issue of perceived service quality from a dynamic perspective. This perspective invites respondents to reflect on individual service episodes as well as to make an overall assessment of the quality of this relationship over time. The results of an empirical test of the

  7. 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 ...

  8. Product quality, service reliability and management of operations at ...

    African Journals Online (AJOL)

    High product quality, service reliability, and management of operations are key factors in business growth and sustainability. Analyzing “The Starbucks Experience” is a pedagogical approach to reinforcing the concepts of control and management of quality, service reliability, and efficient operations in action. The objective ...

  9. WHAT FACTORS INFLUENCE QUALITY SERVICE IMPROVEMENT IN MONTENEGRO: EMPIRICAL ANALYSIS

    Directory of Open Access Journals (Sweden)

    Djurdjica Perovic

    2013-03-01

    Full Text Available In this paper, using an Ordinary Least Square regression (OLS, we investigate whether intangible elements influence tourist's perception about service quality. Our empirical results based on tourist survey in Montenegro, indicate that intangible elements of tourism product have positive impact on tourist's overall perception of service quality in Montenegro.

  10. Influence of Sex and Bank- Type on Service Quality Perceptions ...

    African Journals Online (AJOL)

    The importance of customer's perception of service quality has received tremendous research attention. What is not yet established are the factors that underlie such perception of service quality. To fill this gap, the present study was designed to examine the influence of sex of bank customers and bank-type on customer's ...

  11. Quality of Service in Bluetooth networking - part I

    NARCIS (Netherlands)

    van der Zee, Martin; Heijenk, Geert

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

  12. 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.

  13. 77 FR 71793 - Notice of Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2012-12-04

    ..., Resources, and Technology, Agency for Healthcare Research and Quality, 540 Gaither Road, Suite 4010... DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and...

  14. 76 FR 64948 - Notice of Senior Executive Service Performance Review Board Membership

    Science.gov (United States)

    2011-10-19

    ..., Accountability, Resources, and Technology, Agency for Healthcare Research and Quality, 540 Gaither Road, Suite... DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and...

  15. Importance-performance analysis as a guide for hospitals in improving their provision of services.

    Science.gov (United States)

    Whynes, D K; Reed, G

    1995-11-01

    As a result of the 1990 National Health Services Act, hospitals now compete with one another to win service contracts. A high level of service quality represents an important ingredient of a successful competitive strategy, yet, in general, hospitals have little external information on which to base quality decisions. Specifically, in their efforts to win contracts from fundholding general practitioners, hospitals require information on that which these purchasers deem important with respect to quality, and on how these purchasers assess the quality of their current service performance. The problem is complicated by the fact that hospital service quality, in itself, is multi-dimensional. In other areas of economic activity, the information problem has been resolved by importance-performance analysis and this paper reports the findings of such an analysis conducted for hosptials in the Trent region. The importance and performance service quality ratings of fundholders were obtained from a questionnaire survey and used in a particular variant of importance-performance analysis, which possesses certain advantages over more conventional approaches. In addition to providing empirical data on the determinants of service quality, as perceived by the purchasers of hospital services, this paper demonstrates how such information can be successfully employed in a quality enhancement strategy.

  16. IT enabled service delivery innovation from quality perspective

    Directory of Open Access Journals (Sweden)

    Yao-Chin Lin

    2014-03-01

    Full Text Available The objective is to understand how information and service quality to influence of IT enabled service (ITeS, then to enhance service delivery innovation (SDI. This study bases ITeS to elaborate two research questions by adopting Rodosek’s business reference model. Consequently, we conduct a case study approach, by deriving proposals concerning the relationships among two quality perspectives, ITeS, and SDI in a Taiwanese publishing company. In the end, we concluded three related findings. Firstly, the company based on service orientated to provide basic service functions to encourage more users to enjoy their services, as well as facilitating collaborative work via the online discussion area. Secondly, the company adopted advanced service functions to extend their service scopes to end-users, such as download the news into handheld devices. Finally, the company utilized the supporting service functions to assist customers integrating the ideas and plans.

  17. 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.

  18. 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

  19. Perceived service quality's effect on patient satisfaction and behavioural compliance.

    Science.gov (United States)

    Mohamed, Bahari; Azizan, Noor Azlinna

    2015-01-01

    The purpose of this paper is to advance healthcare service quality research using hierarchical component models. This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses. The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS. Only one hospital was evaluated. The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design. Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.

  20. 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.

  1. 7 CFR 800.117 - Who shall perform original services.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 7 2010-01-01 2010-01-01 false Who shall perform original services. 800.117 Section... REGULATIONS Original Services § 800.117 Who shall perform original services. (a) General. Original services... official agency is not available on a regular basis to provide original services, and no official agency...

  2. Implementing a nationwide quality improvement approach in health services.

    Science.gov (United States)

    Sahel, Amina; DeBrouwere, Vincent; Dujardin, Bruno; Kegels, Guy; Belkaab, Nejoua; Alaoui Belghiti, Abdelali

    2015-01-01

    The purpose of this paper is to present an innovative quality improvement intervention developed in Morocco and discuss its implementation. Until 2004, the Moroccan Ministry of Health (MoH) encouraged pilots of quality improvement approaches but none of them were revealed to be sustainable. Internal assessments pinpointed factors such as lack of recognition of the participating team's efforts and lack of pressure on managers to become more accountable. In 2005, Morocco opted for an intervention called "Quality Contest" (QC) targeting health centres, hospitals and health district offices and combining quality measurement with structures ranking, performance disclosure and reward system. The QC is organized every 18 months. After the self-assessment and external audit step, the participating structures are ranked according to their scores. Their performances are then disseminated and the highest performing structures are rewarded. The results showed an improvement in performance among participating structures, constructive exchange of successful experiences between structures, as well as communication of constraints, needs and expectations between MoH managers at central and local levels; the use of peer-auditors was appreciated as it enabled an exchange of best practices between auditors and audited teams but this was mitigated by the difficulty of ensuring their neutrality; and the recognition of efforts was appreciated but seemed insufficient to ensure a sense of justice and maintain motivation. This intervention is an example of MoH leadership that has succeeded in introducing transparency and accountability mechanisms (ranking and performance disclosure) as leverage to change the management culture of the public health services; setting up a reward system to reinforce motivation and adapting continuously the intervention to enhance its sustainability and acceptability.

  3. PERFORMANCE ANALYSIS ON SPA SERVICE AT BADUNG DAN GIANYAR REGENCIES

    Directory of Open Access Journals (Sweden)

    Dewa Ayu i Laksmiadi Janapriat

    2016-03-01

    Full Text Available Over the last ten years, spa as one of the products of wellness tourism is growing very fast in Bali, necessitating the development strategy in accordance with the conditions of Bali. The rapid development momentum for the business of spa is opened in Bali, although in the external side of the business will compete with the international trade environment to take advantage and create sustainable economic growth prospects. This will be an opportunity for Bali as a destination spa in the future. In an effort to maintain and continue to develop quality as the best spa destinations in the world, we need the right strategy to make the creation and supporting product innovation spa in Bali. This study aims to create an integrated assessment of the extent of the influence of the utilization of natural resources, human resources and local knowledge of the existence and essence of spa in Bali and methods for utilizing natural resources, human resources and local knowledge of Bali on development of spa in Bali. Research design and methods of approach to the problem that are done in this study using descriptive design, where the planning and execution of research conducted in the form of field data are collected in the form of surveys, questionnaires and statistical data processing. The target population in this study is divided into three, namely: the company or a place that offers spa services, spa services supporting manufacturers and both foreign and domestic tourists who use the services of spa services in Badung and Gianyar, by assuming the two districts can represent the tourist population to Bali. Based on several case studies found that the performance of spa services in terms of utilization of natural resources, human resources, and local wisdom of Bali, particularly in terms of (1 the atmosphere (ambience, (2 equipment and design, (3 the qualifications and skills of the therapist, (4 treatment menu, and (5 the quality of services as a whole has

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

    African Journals Online (AJOL)

    Background: The unmet need for family planning services in Ethiopia is believed to be high (36%) while the already available services do not appear to be optimally used by potential clients. It is thus expected that an assessment and improvement of the quality of family planning services could enhance family planning ...

  5. Quality Management in Career Services, a la Deming.

    Science.gov (United States)

    Korschgen, Ann J.; Rounds, Dan

    1992-01-01

    Describes career services program at University of Wisconsin-La Crosse that adapted material from W.E. Deming's quality control manual to the needs of its office. Discusses Deming's work and its implications for career services professionals, then describes application of Deming's model to the career services program. (NB)

  6. Impact of hotel service quality on the loyalty of customers

    OpenAIRE

    Jasinskas, Edmundas; Streimikiene, Dalia; Svagzdiene, Biruta; Simanavicius, Arturas

    2016-01-01

    The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In t...

  7. Service Quality in Distance Education using the Gronroos Model

    OpenAIRE

    Hamid, Fazelina Sahul; Yip, Nick

    2016-01-01

    Demand for distance education programs have been increasing rapidly over the years. As a result, assessment of the quality of distance education programs has become a strategic issue that is very pertinent for program survival. This study uses Gronroos Model for assessing the service quality of the Malaysian distance education institutions. This model is chosen because it takes into account of the service delivery process and also service outcome. Our study confirms the multidimensional natur...

  8. Determinants of service quality in bureaucracy: Parkinson's theory at work

    OpenAIRE

    Jochimsen, Beate

    2007-01-01

    Parkinson's law states that work expands to fill the time available for its completion and that the number of administrators in an office is bound to increase over time. An unique laboratory to test Parkinson's ideas are vehicle registration offices in Germany. Using their data we found empirical support for Parkinson's law: First, service quality is no better in offices that have more staff per case. Second, service quality is worse if the service procedure is disaggregated into multiple sma...

  9. The Performance of the Female Employees in Public Service

    Directory of Open Access Journals (Sweden)

    Titi Darmi

    2017-12-01

    Full Text Available The purpose of this study is to find out how the performance of female employees in public service at Class II Immigration Office Bukittinggi is. The research method used is a mixed method research by combining the qualitative and quantitative data. The sources of data were primary and secondary data. Primary data is obtained through interviews, observations and questionnaires to service users. The data from the distributed questionnaires are analyzed through frequency distribution table according to the respondents’ statements. The number of respondents as service users amounted to 45 people and 7 informants from the Class II Immigration Office of Bukittinggi. The research result showing that the performance of the female employees was very good with a contribution of 84.4% of the respondent's answer in assessing the employees' discipline in starting and completing the service, responsibility in completing the tasks given and show good attitudes to the society. In performing their job, they  apply roles, duties and responsibilities properly according to the main tasks and Functions (tupoksi. Efforts and commitments from the stakeholders in improving the performance quality of the female employees are categorized good so that female employees can overcome any obstacles encountered.

  10. Evaluation of the Service Performance of Ships

    DEFF Research Database (Denmark)

    Andersen, Poul; Borrod, Anne-Sophie; Blanchot, Hervé

    2005-01-01

    A simple method has been established for the evaluation of the service performance of ships. Input data are easily collected daily on board and transformed to a well-defined condition that makes possible the comparison between ships, for instance, sister ships, and between different time periods...... of voyages for the same ship. The procedure has been applied to two ships that are identical, with the exception that one has a conventional propeller, whereas the other one is fitted with a high-efficiency propeller of the KAPPEL type. The results are obtained from a period of 2 years steaming for both...

  11. 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.

  12. 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.

  13. UK key performance indicators and quality assurance standards for colonoscopy.

    Science.gov (United States)

    Rees, Colin J; Thomas Gibson, Siwan; Rutter, Matt D; Baragwanath, Phil; Pullan, Rupert; Feeney, Mark; Haslam, Neil

    2016-12-01

    Colonoscopy should be delivered by endoscopists performing high quality procedures. The British Society of Gastroenterology, the UK Joint Advisory Group on GI Endoscopy, and the Association of Coloproctology of Great Britain and Ireland have developed quality assurance measures and key performance indicators for the delivery of colonoscopy within the UK. This document sets minimal standards for delivery of procedures along with aspirational targets that all endoscopists should aim for. Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://www.bmj.com/company/products-services/rights-and-licensing/.

  14. 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

  15. Quality of Service in the Internet

    Indian Academy of Sciences (India)

    2005-03-01

    Mar 1, 2005 ... involves market strategy and positioning of Wipro's telecom services and solutions in the world market. Keywords. Best-Effort. Qualify of Service,. Bandwidth, ATM, VOIP, Inte ... transmission mechanisms are not acceptable in case of real time ..... damental Concepts and Key Architectures, McGraw-Hill, 2000.

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

    Science.gov (United States)

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

    2014-01-01

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

  17. Evaluating supplier quality performance using analytical hierarchy process

    Science.gov (United States)

    Kalimuthu Rajoo, Shanmugam Sundram; Kasim, Maznah Mat; Ahmad, Nazihah

    2013-09-01

    This paper elaborates the importance of evaluating supplier quality performance to an organization. Supplier quality performance evaluation reflects the actual performance of the supplier exhibited at customer's end. It is critical in enabling the organization to determine the area of improvement and thereafter works with supplier to close the gaps. Success of the customer partly depends on supplier's quality performance. Key criteria as quality, cost, delivery, technology support and customer service are categorized as main factors in contributing to supplier's quality performance. 18 suppliers' who were manufacturing automotive application parts evaluated in year 2010 using weight point system. There were few suppliers with common rating which led to common ranking observed by few suppliers'. Analytical Hierarchy Process (AHP), a user friendly decision making tool for complex and multi criteria problems was used to evaluate the supplier's quality performance challenging the weight point system that was used for 18 suppliers'. The consistency ratio was checked for criteria and sub-criteria. Final results of AHP obtained with no overlap ratings, therefore yielded a better decision making methodology as compared to weight point rating system.

  18. 77 FR 54570 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-09-05

    ... DEFENSE NUCLEAR FACILITIES SAFETY BOARD Senior Executive Service Performance Review Board AGENCY... the Defense Nuclear Facilities Safety Board (DNFSB) Senior Executive Service (SES) Performance Review.... The PRB shall review and evaluate the initial summary rating of the senior executive's performance...

  19. Reproductive health services in Malawi: an evaluation of a quality improvement intervention.

    Science.gov (United States)

    Rawlins, Barbara J; Kim, Young-Mi; Rozario, Aleisha M; Bazant, Eva; Rashidi, Tambudzai; Bandazi, Sheila N; Kachale, Fannie; Sanghvi, Harshad; Noh, Jin Won

    2013-01-01

    this study was to evaluate the impact of a quality improvement initiative in Malawi on reproductive health service quality and related outcomes. (1) post-only quasi-experimental design comparing observed service quality at intervention and comparison health facilities, and (2) a time-series analysis of service statistics. sixteen of Malawi's 23 district hospitals, half of which had implemented the Performance and Quality Improvement (PQI) intervention for reproductive health at the time of the study. a total of 98 reproductive health-care providers (mostly nurse-midwives) and 139 patients seeking family planning (FP), antenatal care (ANC), labour and delivery (L&D), or postnatal care (PNC) services. health facility teams implemented a performance and quality improvement (PQI) intervention over a 3-year period. Following an external observational assessment of service quality at baseline, facility teams analysed performance gaps, designed and implemented interventions to address weaknesses, and conducted quarterly internal assessments to assess progress. Facilities qualified for national recognition by complying with at least 80% of reproductive health clinical standards during an external verification assessment. key measures include facility readiness to provide quality care, observed health-care provider adherence to clinical performance standards during service delivery, and trends in service utilisation. intervention facilities were more likely than comparison facilities to have the needed infrastructure, equipment, supplies, and systems in place to offer reproductive health services. Observed quality of care was significantly higher at intervention than comparison facilities for PNC and FP. Compared with other providers, those at intervention facilities scored significantly higher on client assessment and diagnosis in three service areas, on clinical management and procedures in two service areas, and on counselling in one service area. Service statistics

  20. Quality Attributes and Service-Oriented Architectures

    National Research Council Canada - National Science Library

    O'Brien, Liam; Bass, Len; Merson, Paulo

    2005-01-01

    .... Because software architecture is the bridge between mission/business goals and a software-intensive system, and quality attribute requirements drive software architecture design, it is important...

  1. 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.

  2. Distributor– Retailer Interface in Pharmaceutical Supply Chain: Service Quality Measurement Scale

    Science.gov (United States)

    Mehralian, Gholamhossein; Babapour, Jafar; peiravian, farzad

    2016-01-01

    In the current competitive market, service quality management is the key to the survival and success of businesses. SERVQUAL is a popular service quality measurement scale (SQMS) that has served as a basis for subsequent research on service quality; it has been used for testing different aspects of service quality in a market. The purpose of our study is, therefore, to develop a service quality measurement scale (SQMS) for the distributor–retailer interface of Pharm supply chains (PSC) in Iran. A survey was performed to collect data from pharmacies located in Tehran. A valid and reliable questionnaire delivered to pharmacies, and 400 pharmacies were intended to participate in our survey. Confirmatory factor analysis (CFA) was used to develop an SQMS in this study. Sufficient sampling was undertaken to do CFA. Consistent with other service quality studies, this Res developed an SQMS with five dimensions and 20 items for PSC, and contributes to mangers to regularly measure service quality. This is an initial study to develop a framework for measuring service quality in Iranian PCS. The framework can be used effectively to achieve competitive advantage at the distributor–retailer interface. PMID:28243297

  3. Distributor- Retailer Interface in Pharmaceutical Supply Chain: Service Quality Measurement Scale.

    Science.gov (United States)

    Mehralian, Gholamhossein; Babapour, Jafar; Peiravian, Farzad

    2016-01-01

    In the current competitive market, service quality management is the key to the survival and success of businesses. SERVQUAL is a popular service quality measurement scale (SQMS) that has served as a basis for subsequent research on service quality; it has been used for testing different aspects of service quality in a market. The purpose of our study is, therefore, to develop a service quality measurement scale (SQMS) for the distributor-retailer interface of Pharm supply chains (PSC) in Iran. A survey was performed to collect data from pharmacies located in Tehran. A valid and reliable questionnaire delivered to pharmacies, and 400 pharmacies were intended to participate in our survey. Confirmatory factor analysis (CFA) was used to develop an SQMS in this study. Sufficient sampling was undertaken to do CFA. Consistent with other service quality studies, this Res developed an SQMS with five dimensions and 20 items for PSC, and contributes to mangers to regularly measure service quality. This is an initial study to develop a framework for measuring service quality in Iranian PCS. The framework can be used effectively to achieve competitive advantage at the distributor-retailer interface.

  4. 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.

  5. EVALUATION OF SERVICE QUALITY OF AIRWAY COMPANIES GIVING DOMESTIC SERVICES IN TURKEY WITH FUZZY SET APPROACH

    Directory of Open Access Journals (Sweden)

    H. Handan DEMIR

    2013-01-01

    Full Text Available Today, service quality has become a major phenomenon with the requirement of meeting consumer demands in the best way brought along with the rising competition between companies. Airway transportation is preferred more and more during the recent years. Many qualitative and quantitative criteria are considered while evaluating service criteria in airway transportation. In this context, evaluation of service quality is a decisionmaking problem with many criteria. The purpose of this study is to evaluate service quality of domestic airway companies in Turkey. In this study; fuzzy TOPSIS method which is one of the most preferred fuzzy MCDM methods, extension of multi criteria decision making methods in fuzzy environments, considering qualitative and quantitative criteria together and giving opportunity to make group decisions in fuzzy environments. As a result, evaluation was made based on service quality criteria for the most preferred airways companies in Turkey and these companies were ranked according to their levels of service quality.

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

    Directory of Open Access Journals (Sweden)

    D. B.H. Smith

    2002-12-01

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

  7. 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.

  8. Service Encounter Related Process Quality, Patient Satisfaction, and Behavioral Intention

    Directory of Open Access Journals (Sweden)

    Nandakumar Mekoth

    2011-12-01

    Full Text Available This study identifies some of the critical service encounters thatthe outpatients undergo in a health care facility and investigateswhether the service encounter related process quality as perceivedby the patients leads to patient satisfaction, repeat visit, and recommendationintentions. Personal visits, observations, and enquiriesat the outpatient center have been conducted to identifythe various service encounters that outpatients undergo in thehospital. Exit interviews of the outpatients have been conductedto identify service encounter related process quality variableswhich determine patient satisfaction and behavioral intentions.A preliminary scale to measure service encounter related processquality was developed and its factor structure and internal consistencyreliability were established. The study reveals that boththe physician quality and laboratory quality have been found tobe significantly related to patient satisfaction. However, quite interestingly,courtesy shown by the registration or outpatient staff,perceived length of waiting time, or even the salient aspects of theservicescape, did not influence patient satisfaction.

  9. 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.

  10. 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.

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

    Directory of Open Access Journals (Sweden)

    Ivkov Milan

    2016-01-01

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

  12. From service quality to experience – and back again?

    DEFF Research Database (Denmark)

    Sundbo, Jon

    2015-01-01

    Purpose - This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality...... a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version. Originality....../value - This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding...

  13. Performance Assessment for e-Government Services: An Experience Report

    Energy Technology Data Exchange (ETDEWEB)

    Liu, Yan; Zhu, Liming; Gorton, Ian

    2007-08-14

    The transformation and integration of government services, enabled by the use of new technologies such as application servers and Web services, is fundamental to reduce the cost of government and improving service outcomes to citizens. Many core Government information systems comprise applications running on legacy mainframes, databases and transaction processing monitors. As Governments worldwide provide direct access over the Internet to these legacy applications from the general public, they may be exposed to workloads well above the origin design parameters of these back-end systems. This creates a significant risk of high profile failures for Government agencies whose newly integrated systems become overloaded. In this paper we describe how we conducted a performance assessment of a business-critical, Internet-facing Web services that integrated new and legacy systems from two Australian Government agencies. We leveraged prototype tools from our own research along with known techniques in performance modeling. We were able to clearly demonstrate that the existing hardware and software would be adequate to handle the predicted workload for the next financial year. We were also able to do ‘what-if’ analysis and predict how the system can perform with alternative strategies to scale the system. We conclude by summarizing the lessons learnt, including the importance of architecture visibility, benchmarking data quality, and measurement feasibility due to issues of outsourcing, privacy legislation and cross-agency involvement.

  14. 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.

  15. Quality of Security Service: Adaptive Security

    National Research Council Canada - National Science Library

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

    2004-01-01

    .... In this approach, the "level of service" must be within an acceptable range, and can indicate degrees of security with respect to various aspects of assurance, mechanistic strength, administrative diligence, etc...

  16. Pharmacists performing quality spirometry testing: an evidence based review.

    Science.gov (United States)

    Cawley, Michael J; Warning, William J

    2015-10-01

    The scope of pharmacist services for patients with pulmonary disease has primarily focused on drug related outcomes; however pharmacists have the ability to broaden the scope of clinical services by performing diagnostic testing including quality spirometry testing. Studies have demonstrated that pharmacists can perform quality spirometry testing based upon international guidelines. The primary aim of this review was to assess the published evidence of pharmacists performing quality spirometry testing based upon American Thoracic Society/European Respiratory Society (ATS/ERS) guidelines. In order to accomplish this, the description of evidence and type of outcome from these services were reviewed. A literature search was conducted using five databases [PubMed (1946-January 2015), International Pharmaceutical Abstracts (1970 to January 2015), Cumulative Index of Nursing and Allied Health Literature, Cochrane Central Register of Controlled Trials and Cochrane Database of Systematic Reviews] with search terms including pharmacy, spirometry, pulmonary function, asthma or COPD was conducted. Searches were limited to publications in English and reported in humans. In addition, Uniform Resource Locators and Google Scholar searches were implemented to include any additional supplemental information. Eight studies (six prospective multi-center trials, two retrospective single center studies) were included. Pharmacists in all studies received specialized training in performing spirometry testing. Of the eight studies meeting inclusion and exclusion criteria, 8 (100%) demonstrated acceptable repeatability of spirometry testing based upon standards set by the ATS/ERS guidelines. Acceptable repeatability of seven studies ranged from 70 to 99% consistent with published data. Available evidence suggests that quality spirometry testing can be performed by pharmacists. More prospective studies are needed to add to the current evidence of quality spirometry testing performed by

  17. 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.

  18. 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.

  19. Quality of service agents in the internet

    OpenAIRE

    Schelén, Olov

    1998-01-01

    The Internet is a multi-purpose communication network supporting users and applications with different service demands. To meet these demands, mechanisms for service differentiation in the network are proposed. This thesis presents an admission control architecture where clients can make resource reservations through agents. For each domain in the network there is an agent responsible for admission control. The architecture provides scalable resource reservations for virtual leased lines. Res...

  20. The Impact of Employee Empowerment on Employee Satisfaction and Service Quality: Empirical Evidence from Financial Enterprizes in Bangladesh

    OpenAIRE

    Minhajul Islam Ukil

    2016-01-01

    Organizations face immense challenges in improving their performance and productivity in the present changing and competitive business world. Experts view employee empowerment as an effective tool that fosters organizational performance, employee satisfaction and service quality. The present study intends to identify the influence of employee empowerment on employee satisfaction and service quality, and the impact of employee satisfaction on service quality. Fourteen dimensions and 52 item st...

  1. Effective interventions on service quality improvement in a physiotherapy clinic.

    Science.gov (United States)

    Gharibi, Farid; Tabrizi, JafarSadegh; Eteraf Oskouei, MirAli; AsghariJafarabadi, Mohammad

    2014-01-01

    Service quality is considered as a main domain of quality associ-ated with non-clinical aspect of healthcare. This study aimed to survey and im-proves service quality of delivered care in the Physiotherapy Clinic affiliated with the Tabriz University of Medical Sciences, Tabriz, Iran. A quasi experimental interventional study was conducted in the Physiotherapy Clinic, 2010-2011. Data were collected using a validated and reli-able researcher made questionnaire with participation of 324 patients and their coadjutors. The study questionnaire consisted of 7 questions about demographic factors and 38 questions for eleven aspects of service quality. Data were then analyzed using paired samples t-test by SPSS16. In the pre intervention phase, six aspects of service quality including choice of provider, safety, prevention and early detection, dignity, autonomy and availability achieved non-acceptable scores. Following interventions, all aspects of the service quality improved and also total service quality score improved from 8.58 to 9.83 (PService quality can be improved by problem implementation of appropriate interventions. The acquired results can be used in health system fields to create respectful environments for healthcare customers.

  2. 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.

  3. Quality Service Standard of Food and Beverage Service Staff in Hotel

    OpenAIRE

    Thanasit Suksutdhi

    2014-01-01

    This survey research aims to study the standard of service quality of food and beverage service staffs in hotel business by studying the service standard of three sample hotels, Siam Kempinski Hotel Bangkok, Four Seasons Resort Chiang Mai, and Banyan Tree Phuket. In order to find the international service standard of food and beverage service, triangular research, i.e. quantitative, qualitative, and survey were employed. In this research, questionnaires and in-depth interview were used for ge...

  4. Log quality enhancement: A systematic assessment of logging company wellsite performance and log quality

    International Nuclear Information System (INIS)

    Farnan, R.A.; Mc Hattie, C.M.

    1984-01-01

    To improve the monitoring of logging company performance, computer programs were developed to assess information en masse from log quality check lists completed on wellsite by the service company engineer and Phillips representative. A study of all logging jobs performed by different service companies for Phillips in Oklahoma (panhandle excepted) during 1982 enabled several pertinent and beneficial interpretations to be made. Company A provided the best tool and crew service. Company B incurred an excessive amount of lost time related to tool failure, in particular the neutron-density tool combination. Company C, although used only three times, incurred no lost time. With a reasonable data base valid conclusions were made pertaining, for example, to repeated tool malfunctions. The actual logs were then assessed for quality

  5. 78 FR 28243 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2013-05-14

    ... NATIONAL CAPITAL PLANNING COMMISSION Senior Executive Service; Performance Review Board; Members AGENCY: National Capital Planning Commission. ACTION: Notice of Members of Senior Executive Service... Senior Executive Service. The PRB established for the National Capital Planning Commission also makes...

  6. 76 FR 29013 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2011-05-19

    ... NATIONAL CAPITAL PLANNING COMMISSION Senior Executive Service; Performance Review Board; Members AGENCY: National Capital Planning Commission. ACTION: Notice of Members of Senior Executive Service... Senior Executive Service. The PRB established for the National Capital Planning Commission also makes...

  7. What Factors Influence Employee Service Recovery Performance and What Are the Consequences in Health Care?

    Science.gov (United States)

    Nadiri, Halil; Tanova, Cem

    2016-01-01

    We analyzed the extent to which the service recovery performance of frontline employees in private health care institutions is influenced by employee perceptions of manager attitudes toward service quality, workplace support, and manager fairness and organizational commitment. We also examined the relationship of service recovery performance to employee job satisfaction and turnover intentions. Partial least square path modeling of data from 178 frontline employees in private health care institutions in North Cyprus was utilized. Although empowerment and role clarity were positively related to service recovery performance, perceived managerial attitudes toward hospital customer service, teamwork, and customer service-oriented training as indicators of workplace support were not related to frontline employees' service recovery performance. Organizational justice was related to affective commitment, which in turn was related to service recovery performance. Although service recovery performance was not related to employee turnover intentions, it was related to job satisfaction. Managerial implications of these study findings are presented in the light of the cognitive evaluation theory. Health services differ from other service organizations in the way that intrinsic and extrinsic rewards influence the service recovery efforts of frontline employees. To ensure high quality services, managers should focus on intrinsic rewards, empower and give more autonomy to staff.

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

    Directory of Open Access Journals (Sweden)

    Natalia Remesovski

    2012-03-01

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

  9. 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

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

    Directory of Open Access Journals (Sweden)

    Charoenyut Dechwayukul

    2010-08-01

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

  11. Quality Assurance Standards for Symptomatic Breast Disease Services

    OpenAIRE

    Department of Health (Ireland)

    2007-01-01

    Quality Assurance Standards for Symptomatic Breast Disease Services People in Ireland have a right to expect that medical care be of good quality. They expect that standards of care are consistently high. They expect that access to care is easy, speedy, effective and efficient. Society expects quality of care to measure up to international norms of good practice. Such assurance can be given by auditing the quality of activity. Click here to download PDF 606kb

  12. 42 CFR 460.136 - Internal quality assessment and performance improvement activities.

    Science.gov (United States)

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Internal quality assessment and performance improvement activities. 460.136 Section 460.136 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES....136 Internal quality assessment and performance improvement activities. (a) Quality assessment and...

  13. Financial Performance Analysis Of Financial Service Cooperative

    Directory of Open Access Journals (Sweden)

    Eyo Asro Sasmita

    2015-08-01

    Full Text Available This research is aimed to test and identify empirical evidence regarding the effect of capital structure and loan to financial performance of cooperative where the relationship between loan and financial performance is moderated by non-performing loan. The population of this research is 257 Financial Service Cooperative hereinafter referred to as KJK as the abbreviation for Koperasi Jasa Keuangan of Urban Village Community Economic Empowerment hereinafter referred to as PEMK as the abbreviation for Pemberdayaan Ekonomi Masyarakat Kelurahan in Jakarta 2011 to 2013. Sample is determined by using purposive sampling method. The data is secondary data which is obtained from the Revolving Fund Management Unit hereinafter referred to as UPDB as the abbreviation for Unit Pengelola Dana Bergulir Jakarta. Hypothesis is tested by using multiple linear regression analysis with SPSS 20.00. The number of sample used in this research is 120. Research findings explain that 1 Capital Structure hereinafter referred to as SM as the abbreviation for Struktur Modal has positive and significant impact on financial performance hereinafter referred to as KIN as the abbreviation for Kinerja Keuangan because the probability value of 0000 is smaller than amp945 0.05. Calculation shows that if the capital structure rises 1 assuming that the loan and non-performing loan variables remain the same then the financial performance will increase 0.017. 2 Loans hereinafter referred to as PIN as the abbreviation for Pinjaman given has positive and significant impact on KIN because the probability value of 0001 is smaller than amp945 0.05. If the loan rises 1 assuming that the capital structure and non-performing loan variables remain the same then the KIN will increase 0.013. 3 Non-performing loan has negative and significant effect on KIN because the probability value of 0000 is smaller than amp945 0.05. PBR varible increase 1 assuming that the loan and capital structure variables

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

    Science.gov (United States)

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

    2014-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Jafar S. Tabrizi

    2014-12-01

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

  16. Perspectives on Retail Service Quality: Findings From the Baltic States

    Directory of Open Access Journals (Sweden)

    Brent McKenzie

    2015-10-01

    Full Text Available Service quality research continues to represent one of the major tenets of Services Marketing, but there continues to be limited research in the field outside of Developed, Western markets.  In order to advance the knowledge of service quality in non-western markets, the focus of this paper is to examine one particular field of service quality research, retail service quality, in the former Soviet Republics of Estonia, Latvia, and Lithuania.The testing of a model of retail service quality, using empirical survey data collected in these three recent members of the European Union, indicate support that the retail service quality construct both aligns and differs, across the three countries.The implication of these similarities and differences are important from two perspectives.  The first is the appropriateness of extending Western developed marketing scales and measures within newly emerging, and catching up states.The second implication, which is important to retail practice, questions the position of treating these three countries, known collectively as the Baltic states as a homogenous market.  Additional implications to retail practice and future academic research studies are also discussed.

  17. Identifying shortcomings in the measurement of service quality.

    Science.gov (United States)

    Fogarty, G; Catts, R; Forlin, C

    2000-01-01

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

  18. Performance Evaluation of Cloud Service Considering Fault Recovery

    Science.gov (United States)

    Yang, Bo; Tan, Feng; Dai, Yuan-Shun; Guo, Suchang

    In cloud computing, cloud service performance is an important issue. To improve cloud service reliability, fault recovery may be used. However, the use of fault recovery could have impact on the performance of cloud service. In this paper, we conduct a preliminary study on this issue. Cloud service performance is quantified by service response time, whose probability density function as well as the mean is derived.

  19. Towards Alliance Performance Management in Service Logistics

    Directory of Open Access Journals (Sweden)

    Bianca Keers

    2015-04-01

    Full Text Available This study explores the management of stakeholder values for alliance success. A multiple-case study method is used to analyze – within six organizations attempting to form alliances – how the management of inter-organizational dimensions of stakeholder value adds to the success of an alliance business strategy. Our study focuses on the establishment of vertical service alliances within the Dutch maritime sector, including private-private as well as public-private initiatives. The findings point toward the usefulness of developing an inter-organizational success map. Because of its comprehensive multi-stakeholder orientation, a success map can be used by alliance managers to understand management’s considerations, including the trade-offs among an alliance’s various performance drivers. This new conceptual thinking can enhance research and best practices on inter-organizational design.

  20. 76 FR 80902 - Senior Executive Service; Performance Review Board; Members

    Science.gov (United States)

    2011-12-27

    ... COURT SERVICES AND OFFENDER SUPERVISION AGENCY FOR THE DISTRICT OF COLUMBIA Senior Executive Service; Performance Review Board; Members AGENCY: Court Services and Offender Supervision Agency for the... agency's Senior Executive Service. The PRB established for the Court Services and Offender Supervision...

  1. 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.

  2. 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

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

    Science.gov (United States)

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

    2016-10-01

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

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

    Directory of Open Access Journals (Sweden)

    Jaroslav Dado

    2011-01-01

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

  5. 78 FR 63310 - Senior Executive Service; Fiscal Service Performance Review Board

    Science.gov (United States)

    2013-10-23

    ... Performance Review Board AGENCY: Bureau of the Fiscal Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Fiscal Service Performance Review Board (PRB) for the Bureau of the Fiscal Service (Fiscal Service). The PRB reviews the performance appraisals of career senior...

  6. 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.

  7. Educational Service Quality in Zanjan University of Medical Sciences from Students' Point of View

    Science.gov (United States)

    Mohammadi, Ali; Mohammadi, Jamshid

    2014-01-01

    This study aims at evaluating perceived service quality in Zanjan University of Medical Sciences (ZUMS). This study was cross-sectional and authors surveyed educational services at ZUMS. Through stratified random sampling, 384 students were selected and an adapted SERVQUAL instrument was used for data collection. Data analysis was performed by…

  8. Service innovation quality in healthcare: Service innovativeness and organizational renewal as driving forces

    NARCIS (Netherlands)

    Mu, Y.; Bossink, Bart; Vinig, T.

    2017-01-01

    Drawing on an integration of service-dominant (S-D) logic and the dynamic capabilities approach, this study focuses on the relatively under-researched issue of service innovation quality in healthcare services. We propose a conceptual framework for the relationships between user-induced and

  9. A REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN BANKING SERVICES: GLOBAL SCENARIO

    OpenAIRE

    Rajagopal Subashini; Velmurugan Gopalasamy

    2016-01-01

    The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. Now-a-days all public, private and foreign banks play a vital role in retail banking and provide lot of core banking services to all their rural and urban customers to maintain customer loyalty, retention and providing ...

  10. Satellite Antenna Pointing Procedure Driven by the Ground Service Quality

    Science.gov (United States)

    Yasui, Yoshitsugu

    A satellite antenna alignment technique is proposed to ensure terrestrial service quality for users. The antenna bore sight orientation is calculated directly from measured data acquired from general ground receivers, which intercept the communication radio waves from any position on the earth's surface. The method coordinates the satellite pointing parameters with signal strength at the receivers while considering location-specific geographical and antenna radiation characteristics and control accuracy. The theoretical development and its validity are examined in the course of equation derivation. Actual measured data of an existing satellite at the maneuver was applied to the method, and the capability was demonstrated and verified. With the wide diversity of satellite usage, such as for mobile communications, temporary network deployment or post-launch positioning accommodations, the proposed method provides a direct evaluation of satellite communication performance at the service level, in conjunction with using high frequency spot beam antennas, which are highly susceptible to pointing gain. This can facilitate swift and flexible satellite service planning and deployment for operators.

  11. Hanford analytical services quality assurance plan. Revision 1

    International Nuclear Information System (INIS)

    1995-02-01

    This document, the Hanford Analytical Services Quality Assurance Plan (HASQAP), is issued by the U.S. Department of Energy, Richland Operations Office (RL). The HASQAP establishes quality requirements in response to U.S. Department of Energy (DOE) Order 5700.6C, Quality Assurance (10 CFR 830.120, open-quotes Quality Assurance Requirementsclose quotes). The HASQAP is designed to meet the needs of the RL for controlling the of analytical chemistry services provided by laboratory operations. The HASQAP is issued through the Analytical Services Branch of the Waste Management Division. The Analytical Services Branch is designated by the RL as having the responsibility for oversight management of laboratory operations under the Waste Management Division. The laboratories conduct sample analyses under several regulatory statutes, such as the Clean Air Act and the Clean Water Act. Sample analysis in support of the Hanford Federal Facility Agreement and Consent Order (Tri-Party Agreement) is a major role of the laboratory operations

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

    Directory of Open Access Journals (Sweden)

    Milan Bradić

    2011-06-01

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

  13. Female Spectator Satisfaction and Perceived Service Quality on ...

    African Journals Online (AJOL)

    Female Spectator Satisfaction and Perceived Service Quality on University Sporting Grounds. ... study a survey was distributed to female spectators who watched soccer and basketball games on the grounds of ... AJOL African Journals Online.

  14. Improving high quality, equitable maternal health services in Malawi ...

    International Development Research Centre (IDRC) Digital Library (Canada)

    Improving high quality, equitable maternal health services in Malawi (IMCHA) ... In response, the Ministry of Health implemented a Standards-Based Management and Recognition for Reproductive Health initiative to improve ... Total funding.

  15. 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

  16. AN OVERVIEW OF QUALITY OF SERVICE COMPUTER NETWORK

    OpenAIRE

    Mrs. Amandeep Kaur

    2011-01-01

    This paper highlights some of the basic concepts of QoS. The major research areas of Quality of Service Computer Networks are highlighted. The paper also compares some of the current QoS Routing techniques.

  17. Tourism guide cloud service quality: What actually delights customers?

    Science.gov (United States)

    Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh

    2016-01-01

    The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

  18. Better Quality of IT Help Desk Service in Nuclear Malaysia

    International Nuclear Information System (INIS)

    Mohamad Safuan Bin Sulaiman; Abdul Muin Abdul Rahman; Norzalina Nasirudin

    2012-01-01

    Information Technology Centre (ITC) is a part of technical support division which plays important role as technical service provider for Nuclear Malaysia. As the only IT service provider, it could not be excused from the issue of delivering quality of service for better serving organization. The implementation of IT help desk system has improved the quality of the help desk service through better management of knowledge and communication. In this system, help desk business process has been re engineered in which communications and knowledge is captured in every stage of help desk processes. Although the system is for IT Help desk, surprisingly, its framework has been successfully implemented at other technical support providers like Engineering Division (BKJ) and Instrumentation and Automation Center (IAC). This paper describes the reengeneering of IT help desk business process which focus on the management of IT knowledge and help desk communication for better quality of service. (author)

  19. Evaluating the police service quality for handling traffic crash reporting

    DEFF Research Database (Denmark)

    Janstrup, Kira Hyldekær; Kaplan, Sigal; Barfod, Michael Bruhn

    2017-01-01

    at the police service quality for handling the reporting of traffic crashes. Design/methodology/approach This study introduces a novel approach to evaluate service quality that combines multi-criteria decision analysis (MCDA) with latent class analysis (LCA). Moreover, this study presents the design of a web....../value This study advances the knowledge about police service quality with a novel expert-based decision support tool based on SERVQUAL, MCDA and LCA, demonstrates its applicability in countries with a high-police service, and opportunities and barriers for increasing the crash reporting rate....... participated in the survey that yielded 86 complete responses. Findings The novel approach was successfully applied and its implementation demonstrated the usefulness of the tool even in countries with a high police service. Results showed that the participating stakeholders perceived human factors as more...

  20. 78 FR 41191 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-07-09

    ... DEPARTMENT OF TRANSPORTATION Surface Transportation Board Senior Executive Service Performance... Transportation Board (STB) publishes the names of the Persons selected to serve on its Senior Executive Service... performance appraisal system making senior executives accountable for organizational and individual goal...

  1. 78 FR 55244 - Senior Executive Service Performance Review Board; Membership

    Science.gov (United States)

    2013-09-10

    ... DEFENSE NUCLEAR FACILITIES SAFETY BOARD Senior Executive Service Performance Review Board... the membership of the Defense Nuclear Facilities Safety Board (DNFSB) Senior Executive Service (SES... rating of a senior executive's performance, the executive's response, and the higher level official's...

  2. Applying Quality Function Deployment Model in Burn Unit Service Improvement.

    Science.gov (United States)

    Keshtkaran, Ali; Hashemi, Neda; Kharazmi, Erfan; Abbasi, Mehdi

    2016-01-01

    Quality function deployment (QFD) is one of the most effective quality design tools. This study applies QFD technique to improve the quality of the burn unit services in Ghotbedin Hospital in Shiraz, Iran. First, the patients' expectations of burn unit services and their priorities were determined through Delphi method. Thereafter, burn unit service specifications were determined through Delphi method. Further, the relationships between the patients' expectations and service specifications and also the relationships between service specifications were determined through an expert group's opinion. Last, the final importance scores of service specifications were calculated through simple additive weighting method. The findings show that burn unit patients have 40 expectations in six different areas. These expectations are in 16 priority levels. Burn units also have 45 service specifications in six different areas. There are four-level relationships between the patients' expectations and service specifications and four-level relationships between service specifications. The most important burn unit service specifications have been identified in this study. The QFD model developed in the study can be a general guideline for QFD planners and executives.

  3. INVESTIGATING THE PERCEIVED SERVICE QUALITY IN CROATIAN RESTAURANT INDUSTRY USING DINESERV MODEL

    OpenAIRE

    SUZANA MARKOVIC; SANJA RASPOR

    2010-01-01

    The purpose of this study is to assess perceptions of restaurant customers and to determine the factor structure of perceived restaurant service quality. A modified DINESERV model was applied. The model was tested on the sample of 32 restaurants on the Opatija Riviera (Croatia), resulting with 156 usable questionnaires on which statistical analysis was performed. Results suggest a rather high perceived service quality, explained with two main dimensions, namely “overall dining experience” and...

  4. BUILDING CUSTOMER LOYALTY THROUGH IMPROVING SERVICE QUALITY- CASE: PIZZA BRAVO, KOUVOLA, FINLAND.

    OpenAIRE

    Nguyen Linh, Phuong; Do Thu, May

    2012-01-01

    Apparently, customer loyalty is regarded as one of the most crucial factors or “key performance indicators” for any business in general to exist and stay consolingly in the competitive business world. Furthermore, due to the contentment and good service quality, the corporation could retain the faithfulness from its consumers. As a result, the objective of this thesis is to widen a better scope of customer loyalty and how it can be obtained through good service quality. The theoretical f...

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

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2014-04-01

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

  6. SERVICE QUALITY MEASUREMENT: IMPLICATIONS FOR HEALTHCARE SECTOR IN BULGARIA

    OpenAIRE

    VASSILEVA, Bistra; BALLONI, Antonio José

    2014-01-01

    The aim of the paper is to present the service quality situation in hospitals in North-Eastern Planning Region in Bulgaria. Our intention was to assess the gap between the expected and perceived healthcare service quality in hospitals. To meet these goals we conducted a study using prospective questionnaire provided by the GESITI project (Management of System and Information Technology in Hospitals [GESITI], 2013) and SERVQUAL scale. The results helped us to summarize the challenges for Bulga...

  7. Customer Satisfaction and Service Quality at Fafa's Restaurant

    OpenAIRE

    Tcvetkova, Daria

    2017-01-01

    The commissioning company of this thesis is Fafa’s restaurant, which opened in Tampere in 2016. Fafa’s restaurant is a chain of fast-food concept restaurants located in several cities in Finland. The purpose of the research is to analyse customer satisfaction and service quality at the commissioning company and find positive solutions for its improvement. The theoretical framework of the study includes different theories on customer satisfaction and quality of the service, models and dime...

  8. Servqual potential for quality management in hotel services

    OpenAIRE

    Kateřina Ryglová; Ida Vajčnerová; Jakub Šácha

    2012-01-01

    The aim of the paper is to present possibilities and specifications of using the Servqual method in service quality management in hotel industry. The Servqual method works on the definition of five dimensions of a service quality: tangibles, reliability, responsiveness, assurance and empathy. It is based on so called Gap analysis that crucially comes out of the discrepancy between a customer’s expectation and perception. Demonstrating the practical application of Servqual in hotel business is...

  9. School Quality, Exam Performance and Career Choice

    NARCIS (Netherlands)

    Dustmann, C.; Rajah, N.; van Soest, A.H.O.

    1998-01-01

    The purpose of this paper is to examine the effects of school quality on performance in national exams and the career decision at age 16. We use micro data for the UK, which provides a rich set of variables on parental background, previous achievements, and community variables. We find that,

  10. Performance and Quality of Working Life

    NARCIS (Netherlands)

    H.D. Pruijt (Hans)

    2000-01-01

    textabstractAn examination of the deep structure of the discourse on the organization of work shows that the most successful texts share a common structure: they construct an ideal model in which performance and quality go hand in hand. They provide explanations for the self-constructed gap between

  11. Quality of care and service trajectories for people with intellectual disabilities: defining the aspects of quality from the client's perspective.

    Science.gov (United States)

    Barelds, Anna; van de Goor, Ien; van Heck, Guus; Schols, Jos

    2010-03-01

    Care and service trajectories for people with intellectual disabilities (i.e. people with mental retardations) are routes within the healthcare delivery system that consist of all the steps that people with intellectual disabilities and their families have to take in order to realise the needed care and services. This article aims to identify the quality aspects of trajectories that are considered important by people with intellectual disabilities and their parents/relatives. In addition, it examines how these aspects are related to quality determinants mentioned in the literature on integrated care and to authoritative models for quality assessment of care and service delivery. Quality aspects were collected during eight focus group discussions with people with intellectual disabilities or their parents/relatives. In addition, quality determinants of integrated care and authoritative models for quality assessment were selected by means of a thorough review of the literature. Finally, the quality aspects identified using focus groups were compared to the determinants and models found in the literature. The quality aspects presented by people with intellectual disabilities referred particularly to the immediate situation in receiving care and services, such as 'keeping appointments' and 'time and attention', whereas parents/relatives also referred to broader 'organisational issues', such as 'access to support' and 'problems with placement'. The quality aspects, however, are minimally related to the quality determinants of integrated care, probably because clients and their parents/relatives find it difficult to have an overview of the coherence between the various actions that have to be performed, when going through the trajectories. In contrast, the quality aspects seem to fit into the domains of the authoritative models for quality assessment, probably because of the minimal focus of the models on long-term aspects in care and service delivery.

  12. Implementation of quality standards in an individual monitoring service

    International Nuclear Information System (INIS)

    Hyvoenen, H.; Vartiainen, E.

    2001-01-01

    In this paper the implementation of a quality system to the procedures of an individual monitoring service (IMS) is described from the practical perspective. The IMS of the Radiation and Nuclear Safety Authority (STUK) is used as an example. The IMS of STUK monitors about 8500 persons mainly working in hospitals, industry and research centres. The current thermoluminescence dosemeter (TLD) system was introduced in 1992 and the whole service changed to TLDs in 1995. The quality system compatible with the quality standards was introduced in 1999. An application for accreditation to full EN45001 and ISO/IEC Guide 25 was made in December 1999, accreditation was achieved in August 2000 by the Finnish Accreditation Service (FINAS). The considerations needed for the quality system to fulfil the requirements of the quality standards are reported. (author)

  13. Implementation of quality standards in an individual monitoring service

    Energy Technology Data Exchange (ETDEWEB)

    Hyvoenen, H.; Vartiainen, E

    2001-07-01

    In this paper the implementation of a quality system to the procedures of an individual monitoring service (IMS) is described from the practical perspective. The IMS of the Radiation and Nuclear Safety Authority (STUK) is used as an example. The IMS of STUK monitors about 8500 persons mainly working in hospitals, industry and research centres. The current thermoluminescence dosemeter (TLD) system was introduced in 1992 and the whole service changed to TLDs in 1995. The quality system compatible with the quality standards was introduced in 1999. An application for accreditation to full EN45001 and ISO/IEC Guide 25 was made in December 1999, accreditation was achieved in August 2000 by the Finnish Accreditation Service (FINAS). The considerations needed for the quality system to fulfil the requirements of the quality standards are reported. (author)

  14. Quality Assurance for a TLD Based Individual Monitoring Service (invited paper)

    Energy Technology Data Exchange (ETDEWEB)

    Julius, H.W.; Van Dijk, J.W.E. [Arnhem (Netherlands)

    1999-07-01

    Approved Individual Monitoring Services should, in addition to complying with specific national performance requirements, also have implemented a quality assurance (QA) and quality control (QC) programme as an integral part of the operation. Essential elements of a QA/QC programme are discussed. Some practical hints and examples of QA practices are given, focussing on the application of thermoluminescence dosimetry. (author)

  15. 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.

  16. Measuring service quality and a comparative analysis in airline industry

    Directory of Open Access Journals (Sweden)

    Mohammad Mehdi Izadi

    2013-01-01

    Full Text Available Quality of services in airline industry plays an important role in market penetration and customer retention. In this paper, we present a factor analysis to find important factors in Iranian Airline industry. The study designs a questionnaire consist of 35 questions and distribute it among 200 customers who regularly use services from 16 different airlines and they are investigated based on the implementation of factor analysis. The results of our survey determines seven important factors including physical features of the environment, Kettering, Pre-flight passenger services, Ability to respond, Reliability, Passenger service flight and Virtual Passenger Services. The paper discusses that improving these seven factors can significantly improve service quality in this sector.

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

    Directory of Open Access Journals (Sweden)

    M. Ahsan Akhtar Hasin

    2011-09-01

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

  18. Quality assurance program plan for the Site Physical and Electrical Calibration Services Lab. Revision 1

    International Nuclear Information System (INIS)

    Carpenter, C.A.

    1995-01-01

    This Quality Assurance Program Plan (QAPP) is organized to address WHC's implementation of quality assurance requirements as they are presented as interpretive guidance endorsed by the Department of Energy (DOE) Field Office, Richland DOE Order 5700.6C Quality Assurance. The quality assurance requirements presented in this plan will assure Measuring and Test Equipment (M and TE) are in conformance with prescribed technical requirements and that data provided by testing, inspection, or maintenance are valid. This QAPP covers all activities and work elements that are variously called QA, quality control, and quality engineering regardless of the organization performing the work. This QAPP identifies the QA requirements for planning, control, and documentation of operations, modifications, and maintenance of the WHC Site Physical and Electrical Calibration Services Laboratory. The primary function of the WHC Site Physical and Electrical Calibration Services Laboratory is providing calibration, standardization, or repair service of M and TE

  19. The Role of Quality Obstetric Care Services on Reducing Maternal ...

    African Journals Online (AJOL)

    The study recommends that, special initiative should be done to bring changes on reducing maternal mortality, such as ensure essential equipments and ... Enforcement in providing quality of obstetric care services in maternal health services especially in rural areas where majority of people in Tanzania reside is not an ...

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

    Science.gov (United States)

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

    2014-01-01

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

  1. Perceived Service Quality and Student Loyalty in an Online University

    Science.gov (United States)

    Martínez-Argüelles, María-Jesús; Batalla-Busquets, Josep-Maria

    2016-01-01

    This paper examines the influence that student perceived quality of service (PSQ) has on continuance intention and willingness to recommend a course in a fully online university. A holistic view of the service provided by the university is taken. It is not only the effect of the teaching which is examined, but also that of the administrative…

  2. The use of quality metrics in service centres

    NARCIS (Netherlands)

    Petkova, V.T.; Sander, P.C.; Brombacher, A.C.

    2000-01-01

    In industry it is not well realised that a service centre is potentially one of the major contributors to quality improvement. Service is able to collect vital information about the field behaviour of products in interaction with customers. If this information is well analysed and communicated, the

  3. Applying GRA and QFD to Improve Library Service Quality

    Science.gov (United States)

    Chen, Yen-Ting; Chou, Tsung-Yu

    2011-01-01

    This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by…

  4. 76 FR 76122 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-12-06

    ... CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board... change in the membership of the Senior Executive Service Performance Review Board for the Chemical Safety... Senior Executive Service (SES) and makes recommendations as to final annual performance ratings for...

  5. 78 FR 57837 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-09-20

    ... CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board... change in the membership of the Senior Executive Service Performance Review Board for the Chemical Safety... Senior Executive Service (SES) and makes recommendations as to final annual performance ratings for...

  6. 75 FR 1028 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2010-01-08

    ... CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board... change in the membership of the Senior Executive Service Performance Review Board for the Chemical Safety... performance ratings of members of the Senior Executive Service (SES) and makes recommendations as to final...

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

    Science.gov (United States)

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

    2015-08-01

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

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

    DEFF Research Database (Denmark)

    Brewka, Lukasz Jerzy

    This thesis addresses selected topics of Quality of Service (QoS) provisioning in heterogeneous data networks that construct the communication environment of today's Internet. In the vast range of protocols available in different domains of network infrastructures, a few chosen ones are discussed......, the general UPnPQoS performance was assessed analytically and confirmed by simulations results. The results validate the usability of UPnP-QoS, but some open issues in the specication were identified. As a result of addressing mentioned shortcomings of UPnP-QoS, a few pre-emption algorithms for home gateway...... and discuss also access Passive Optical Network (PON) technologies, a GMPLS controlled Ten Gigabit Passive Optical Network (XGPON) was proposed. This part of the thesis introduces the possibility of managing the XG-PON by the GMPLS suite, showing again that this protocol suite is a good candidate...

  9. Citizen and Resident Satisfaction with Public Services in Qatar : And the impact on quality of life

    OpenAIRE

    Benmansour, Nada Abdelkader , [بن منصور، ندى عبد القادر

    2016-01-01

    In Qatar notable differences in public service satisfaction exist across individual state services, across nationality groupings, and across demographic categories. Among all citizens and residents, however, there is an empirical link between satisfaction with state services and overall perceptions of quality of life. Policymakers should thus study efforts to collect regular and systematic data on the performance of key public institutions, including through the collection of consumer feedbac...

  10. Quality of Antenatal care services in eastern Uganda: implications ...

    African Journals Online (AJOL)

    Good quality Antenatal Care (ANC) provides opportunity to detect and respond to risky maternal conditions. This study assessed quality of ANC services in eastern Uganda with a goal of benchmarking implications for interventions. Methods Data was collected from 15 health facilities in Eastern Uganda to establish capacity ...

  11. Quality Assurance in Dietetic Services Workshop for the Dietetic Assistant.

    Science.gov (United States)

    Oklahoma State Dept. of Vocational and Technical Education, Stillwater. Curriculum and Instructional Materials Center.

    This workshop guide is a unit of study for teaching dietetic assistants to work with quality control in a nursing home or hospital. The objective of the unit is to enable the students to develop and expand a dietetic services administrative and clinical quality assurance program in his or her own institution. Following the unit objective, the unit…

  12. Innovative United Kingdom Approaches To Measuring Service Quality.

    Science.gov (United States)

    Winkworth, Ian

    2001-01-01

    Reports on approaches to measuring the service quality of academic libraries in the United Kingdom. Discusses the role of government and the national background of quality measurement; measurement frameworks; better use of statistics; benchmarking; measuring user satisfaction; and possible future development. (Author/LRW)

  13. Service Quality Ideals in a Competitive Tertiary Environment

    Science.gov (United States)

    Yeo, Roland K.

    2009-01-01

    Drawing on the experience of an Engineering School in Singapore, the paper explores the success factors of service quality in higher education by integrating the characteristics of SERVQUAL (an instrument for assessing students' experience of higher education) and SQA (Singapore Quality Award). Data were collected by means of structured…

  14. Total Quality Management and Media Services: The Deming Method.

    Science.gov (United States)

    Richie, Mark L.

    1992-01-01

    W. Edwards Deming built a 40-year record of quality management in Japan known as Total Quality Management (TQM). His 14 points require a change in the belief system of managers and media directors, but their implementation in government agencies and schools will produce increased time for better services, better communications, and new programs.…

  15. 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.

  16. Subjective Evaluation of Packet Service Performance in UMTS and Heterogeneous Networks

    DEFF Research Database (Denmark)

    Teyeb, Oumer Mohammed; Sørensen, Troels Bundgaard; Mogensen, Preben

    2006-01-01

    Quality of Service (QoS) in mobile telecommunication systems is usually identified by some basic performance metrics such as delay, throughput and jitter. However, the main impact of service quality is on the end user, and as such a detailed study of service performance should involve the end user......, users rated the perceived quality of the services under different network conditions. The users’ ratings are analyzed and the results showed clear trends with very few outliers. The objective and subjective measures also were found to be in line except for one case where a higher layer effect influenced....... In this paper, such an approach is taken where subjective performance evaluation is undertaken for web browsing and video streaming services in Universal Mobile Telecommunication System (UMTS) and a heterogeneous network comprised of UMTS and Wireless LAN (WLAN). Using a real-time network emulation testbed...

  17. Pharmacy specialists' attitudes toward pharmaceutical service quality at community pharmacies.

    Science.gov (United States)

    Urbonas, Gvidas; Jakušovaitė, Irayda; Savickas, Arūnas

    2010-01-01

    The main objective of this study was to analyze pharmacy specialists' attitudes toward the quality of pharmaceutical services at Lithuanian community pharmacies. Between April and June 2009, a total of 471 Lithuanian community pharmacy specialists completed a questionnaire designed to evaluate their attitudes toward the quality of pharmaceutical services at community pharmacies. The main dimensions of pharmaceutical service quality were extracted by principal component analysis. Two main dimensions of pharmaceutical service quality were extracted: pharmacotherapeutic aspects (provision of information about drug therapy, possible side effects, health promotion, the amount of time spent with a patient, and the ascertainment that a patient understood the provided information) and socioeconomic aspects (considering patient's needs and financial capabilities, making a patient confident with the services provided). Pharmacy specialists evaluated the quality of both dimensions positively, but the quality of the first dimension was rated significantly worse than that of the second dimension. The attitudes of pharmacy specialists working at independent pharmacies were more positive toward pharmacotherapeutic aspects as compared to the specialists working at chain or state pharmacies. Pharmacotherapeutic aspects were rated better by pharmacy specialists, aged ≥ 55 years, than those younger than 45 years. Moreover, the attitudes of 45-54-year-old pharmacy specialists toward the socioeconomic aspects were more positive as compared with those of 35-44-year olds. Pharmacists rated the socioeconomic aspects of pharmaceutical service quality worse as compared with pharmacy technicians. The attitudes of pharmacy specialists working at pharmacies with 6-9 specialists were more negative toward pharmacotherapeutic aspects than those of the pharmacies with 1-2 specialists. Pharmacy specialists working at pharmacies with ≥ 10 specialists reported lower scores of socioeconomic

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

    Directory of Open Access Journals (Sweden)

    Farzana Quoquab

    2016-02-01

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

  19. Distributed sensor architecture for intelligent control that supports quality of control and quality of service.

    Science.gov (United States)

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

    2015-02-25

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

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

    Directory of Open Access Journals (Sweden)

    Jose-Luis Poza-Lujan

    2015-02-01

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

  1. How to assess quality in your sexual health service.

    Science.gov (United States)

    Hathorn, Emma; Land, Lucy; Ross, Jonathan D C

    2011-10-01

    Previous improvements in NHS have largely focused on increasing service capacity to ensure the provision of universal, comprehensive healthcare at the point of need in the UK. However, public expectations of the NHS are changing, triggered by increased access to information and media coverage of a series of lapses in quality and geographical inequity of care. The NHS also faces the challenges posed by a changing family structure, an ageing population, advancing technology and economic uncertainty. To meet these challenges, improvements in quality rather than just quantity have become a focus of the new NHS. This article provides an overview of quality and how to measure it in sexual health services.

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

    Science.gov (United States)

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

    2017-01-01

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

  3. Improving Service Quality by Using Organizational Citizenship Behavior: Iranian Evidence

    Directory of Open Access Journals (Sweden)

    Nour-Mohammad Yaghoubi

    2011-09-01

    Full Text Available Nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. The attempts of organizations in this situation are witnesses to this matter. In the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. One of the important features of service is the direct interaction with customers and having customer-oriented behaviors. Furthermore, with introducing the internal marketing and the important roles of it, an internal customer of organizations, on achievement of organizational plans, was noted to internal marketing more and more than before. So, the study researchers are going to argue about internal marketing and the effect of it on organizational citizenship behaviors and service quality and the important role of it on development and improvement of service quality by using organizational citizenship behaviors. For this purpose, first the researchers have studied internal marketing and its important components and then have done the same to the other items and finally have applied a quantitative study on all of them. It should be mentioned that the researchers have employed SPSS 17.0 and Lisrel 8.54 for data analysis. The findings of the present study illustrated that there is an appropriate interaction among all the items, which has been studied here and the structural equations for the conceptual framework of this study are goodness of fit.

  4. 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.

  5. Evaluation of the service quality of solar water-heaters; Evaluation de la qualite de service des chauffe-eau solaires

    Energy Technology Data Exchange (ETDEWEB)

    Buscarlet, C.; Filloux, A.

    1998-12-31

    This small booklet is the result of research studies carried out for the evaluation of solar water-heater performances, including service quality. Service quality is evaluated according to the capacity of production of `useful` hot water (hot water above a given temperature) and to the influence of the daily profile of drawing up on the performances of the water-heater. Procedures have been developed that allow to determine these indicators without the need of supplementary tests. A suggestion of information file for solar water-heaters without auxiliary heating is proposed which presents for each type of apparatus a synthetic information about its performances and service quality. (J.S.)

  6. SERVICE QUALITY AND CUSTOMER LOYALTY IN PEACEKEEPING MISSIONS

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2016-03-01

    Full Text Available The capability of service providers to plan and implement the quality components in executing daily job may have a significant impact on customer loyalty. However, the role of service quality as an important determinant has been given less attention in the workplace quality research literature. Therefore, this study was undertaken to measure the relationship between service quality and customer loyalty. A survey method was employed to collect data from Malaysian soldiers who involved in peacekeeping missions at Middle Eastern country. The outcomes of SmartPLS path model analysis demonstrate that the ability of organization to appropriately implement tangible, reliability, responsiveness, assurance and empathy in executing daily job has been important determinants of customer loyalty. Further, this study provides discussion, implications and conclusion.

  7. 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...

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

    Directory of Open Access Journals (Sweden)

    Eunil Park

    2015-09-01

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

  9. Dynamic Service Selection in Workflows Using Performance Data

    Directory of Open Access Journals (Sweden)

    David W. Walker

    2007-01-01

    Full Text Available An approach to dynamic workflow management and optimisation using near-realtime performance data is presented. Strategies are discussed for choosing an optimal service (based on user-specified criteria from several semantically equivalent Web services. Such an approach may involve finding "similar" services, by first pruning the set of discovered services based on service metadata, and subsequently selecting an optimal service based on performance data. The current implementation of the prototype workflow framework is described, and demonstrated with a simple workflow. Performance results are presented that show the performance benefits of dynamic service selection. A statistical analysis based on the first order statistic is used to investigate the likely improvement in service response time arising from dynamic service selection.

  10. 76 FR 55677 - Senior Executive Service (SES) Performance Review Board

    Science.gov (United States)

    2011-09-08

    ... GENERAL SERVICES ADMINISTRATION [Notice-CPO-2011-01; Docket 2011-0006; Sequence 15] Senior Executive Service (SES) Performance Review Board AGENCY: General Services Administration. ACTION: Notice. SUMMARY: Notice is hereby given of the appointment of new members to the General Services Administration...

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

    Directory of Open Access Journals (Sweden)

    Shaharudin Nuraida

    2017-01-01

    Full Text Available An adequate supply of safe drinking water is one of major ways to obtain healthy life. Water filter system is one way to improve the water quality. However, to maintain the performance of the system, it need to undergo the maintenance service. This study evaluate the requirement of maintenance service in water filter system. Water quality was measured before and after maintenance service. Parameters measured were pH, turbidity, residual chlorine, nitrate and heavy metals and these parameters were compared with National Drinking Water Quality Standards. Collection of data were involved three housing areas in Johor. The quality of drinking water from water filter system were analysed using pH meter, turbidity meter, DR6000 and Inductively Coupled Plasma-Mass Spectrometer. pH value was increased from 16.4% for before maintenance services to 30.7% for after maintenance service. Increment of removal percentage for turbidity, residual chlorine and nitrate after maintenance were 21.5, 13.6 and 26.7, respectively. This result shows that maintenance service enhance the performance of the system. However, less significant of maintenance service for enhance the removal of heavy metals which the increment of removal percentage in range 0.3 to 9.8. Only aluminium shows percentage removal for after maintenance with 92.8% lower compared to before maintenance service with 95.5%.

  12. Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions

    Directory of Open Access Journals (Sweden)

    Dunja Meštrović

    2017-03-01

    Full Text Available Service quality, students' satisfaction and their behavioural intentions are recognised as rather important aspects in higher education institution's strategy in a competitive higher education marketplace, which enable them to attract and retain students in science, technology, engineering and mathematics (STEM and information-communication (IC study areas. This research aimed to study the relationship between service quality, students' satisfaction and behavioural intentions of STEM and IC students of the University of Rijeka Departments. Partial least squares structural equation modelling using SmartPLS 3.0 software was performed on student survey data, confirming a direct, positive and significant relationship between higher education service quality and students' satisfaction and between students' satisfaction and their behavioural intentions. According to indirect effects analysis, perceived higher education service quality has an an indirect, positive and significant impact on students' behavioural intentions through students' satisfaction. The results indicate that higher education service quality is an imperative for higher education sector. Based on the findings of this study, useful to policy makers in the services industry in general and in higher education sector in particular, improvements can be planned all service quality dimensions as a key factor to attract, educate and retain STEM and IC students in Croatia.

  13. Service quality & marketing: a practical relation | Hataminasab ...

    African Journals Online (AJOL)

    In this paper we aim to study the application of Six Sigma methodology to enhance online brand equity. In this regard, we will review different online brand equity models, brand equity failure modes and ways that online marketers can estimate current and desired sigma level of business branding performance. Research ...

  14. Internal quality control program for individual monitoring service

    Energy Technology Data Exchange (ETDEWEB)

    Mauricio, Claudia L.P.; Moura Junior, Jose; Patrao, Karla C.S. [Instituto de Radioprotecao e Dosimetria (IRD/CNEN-RJ), Rio de Janeiro, RJ (Brazil)]. E-mail: claudia@ird.gov.br; moura@ird.gov.br; karla@ird.gov.br

    2007-07-01

    With a focus on continuous improvement, since 2002, a special internal procedure for following and checking the performance of our individual monitoring services has been implemented. A fictitious installation, named 'Fantasma' has been created, initially, with 4 film badges and 7 thermoluminescent dosimetric ring users. Since 2005, this quality control program includes also the albedo neutron individual monitoring service. Monthly, the 'Fantasma' test monitors are irradiated by traceable Cs-137 and Am-Be sources. The calibration quantities are: the photon dose equivalent (H{sub x}) for the photographic individual monitor, the maximum dose equivalent (MADE) for the albedo neutron individual monitor and the personal dose equivalent at 0.07 mm depth (H{sub p}(0.07)) for ring monitor. Up to now, all results show compliance with the specific trumpet curves acceptance limits. Once, a small sub-evaluation tendency has been noted and this information was used to improve the film system. For the photographic film system, the evaluated value to reference dose ratios range from 0.71 to 1.12, with a mean value of 0.91 {+-} 0.12. For the ring system, the ratio ranges from 0.69 to 1.40, with a mean value of 1.02 {+-} 0.07. For the neutron system, which presents intrinsic larger uncertainties, the ratio ranged from 0.67 to 1.88, with mean value of 1.16 {+-} 0.27. (author)

  15. Quality Control in the Dosimetric System of the Personnel Dosimetry Service of the Spanish National Health Service

    Energy Technology Data Exchange (ETDEWEB)

    Casal, E.; Gil, J.A.; Roig, F.; Soriano, A. [Valencia (Spain)

    1999-07-01

    The main operating and quality control procedures implemented at the Centro Nacional de Dosimetria (CND) of the Spanish National Health Service to ensure the acceptance of the dosimetry service are described. The operating procedures are routinely performed at every step, since the dosemeters are received from the manufacturer until the doses are assigned to the dosimetric history and their main aim is to ensure the traceability of the doses. They make use of control and background dosemeters and frequent cross reference (automatic and manual) of different sources of data. The control procedures are performed at the end of each monthly process to detect possible errors or systematic bias in the dosimetry service and include analysis of the measurements of quality control dosemeters irradiated at the CND's laboratory and randomly read. The results of this analysis since 1996 are presented. (author)

  16. Quality Control in the Dosimetric System of the Personnel Dosimetry Service of the Spanish National Health Service

    International Nuclear Information System (INIS)

    Casal, E.; Gil, J.A.; Roig, F.; Soriano, A.

    1999-01-01

    The main operating and quality control procedures implemented at the Centro Nacional de Dosimetria (CND) of the Spanish National Health Service to ensure the acceptance of the dosimetry service are described. The operating procedures are routinely performed at every step, since the dosemeters are received from the manufacturer until the doses are assigned to the dosimetric history and their main aim is to ensure the traceability of the doses. They make use of control and background dosemeters and frequent cross reference (automatic and manual) of different sources of data. The control procedures are performed at the end of each monthly process to detect possible errors or systematic bias in the dosimetry service and include analysis of the measurements of quality control dosemeters irradiated at the CND's laboratory and randomly read. The results of this analysis since 1996 are presented. (author)

  17. 78 FR 67147 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-11-08

    ... FEDERAL RETIREMENT THRIFT INVESTMENT BOARD Senior Executive Service Performance Review Board... appointment of the members of the Senior Executive Service Performance Review Boards for the Federal... actions for members of the Senior Executive Service. DATES: This notice is effective November 5, 2013. FOR...

  18. 77 FR 60450 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-10-03

    ... DEPARTMENT OF HOMELAND SECURITY Office of the Secretary Senior Executive Service Performance... announces the appointment of the members of the Senior Executive Service Performance Review Boards for the... appropriate personnel actions for incumbents of Senior Executive Service, Senior Level and Senior Professional...

  19. 76 FR 78257 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-12-16

    ... FEDERAL RETIREMENT THRIFT INVESTMENT BOARD Senior Executive Service Performance Review Board... appointment of the members of the Senior Executive Service Performance Review Boards for the Federal... appropriate personnel actions for members of the Senior Executive Service. DATES: This notice is effective...

  20. 78 FR 44577 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2013-07-24

    ... DEPARTMENT OF HOMELAND SECURITY Office of the Secretary Senior Executive Service Performance... notice announces the appointment of the members of the Senior Executive Service Performance Review Boards... other appropriate personnel actions for incumbents of Senior Executive Service, Senior Level and Senior...

  1. 77 FR 70779 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2012-11-27

    ... FEDERAL RETIREMENT THRIFT INVESTMENT BOARD Senior Executive Service Performance Review Board... appointment of the members of the Senior Executive Service Performance Review Boards for the Federal... actions for members of the Senior Executive Service. DATES: This notice is effective November 27, 2012...

  2. 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.

  3. Health Service Quality Scale: Brazilian Portuguese translation, reliability and validity.

    Science.gov (United States)

    Rocha, Luiz Roberto Martins; Veiga, Daniela Francescato; e Oliveira, Paulo Rocha; Song, Elaine Horibe; Ferreira, Lydia Masako

    2013-01-17

    The Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. The aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument. We conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson's correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach's alpha coefficient; the intraclass (ICC) and Pearson's correlation coefficients were used for test-retest reliability. One hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson's correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. For test-retest reliability, Pearson's correlation coefficient was 0.89 and ICC was 0.90. The culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality.

  4. Health service quality scale: Brazilian Portuguese translation, reliability and validity

    Science.gov (United States)

    2013-01-01

    Background The Health Service Quality Scale is a multidimensional hierarchical scale that is based on interdisciplinary approach. This instrument was specifically created for measuring health service quality based on marketing and health care concepts. The aim of this study was to translate and culturally adapt the Health Service Quality Scale into Brazilian Portuguese and to assess the validity and reliability of the Brazilian Portuguese version of the instrument. Methods We conducted a cross-sectional, observational study, with public health system patients in a Brazilian university hospital. Validity was assessed using Pearson’s correlation coefficient to measure the strength of the association between the Brazilian Portuguese version of the instrument and the SERVQUAL scale. Internal consistency was evaluated using Cronbach’s alpha coefficient; the intraclass (ICC) and Pearson’s correlation coefficients were used for test-retest reliability. Results One hundred and sixteen consecutive postoperative patients completed the questionnaire. Pearson’s correlation coefficient for validity was 0.20. Cronbach's alpha for the first and second administrations of the final version of the instrument were 0.982 and 0.986, respectively. For test-retest reliability, Pearson’s correlation coefficient was 0.89 and ICC was 0.90. Conclusions The culturally adapted, Brazilian Portuguese version of the Health Service Quality Scale is a valid and reliable instrument to measure health service quality. PMID:23327598

  5. 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.

  6. Networking quality and trust in professional services

    OpenAIRE

    Toryanto, Agustinus A.; Hasyim

    2017-01-01

    This study attempts to offer an outward-looking insight of the extent the knowledge management and value creation developed within professional organizations that is perceived to be able to influence networking behaviors and organizational performance. By using the Structural Equation Model (SEM) with AMOS, and conducting survey with non-probability sampling techniques of 300 law firms in several cities in Indonesia, the study proposed the networking capability as the mediating variable of...

  7. Structural relationships between work environment and service quality perceptions as a function of customer contact intensity: implications for human service strategy.

    Science.gov (United States)

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2009-01-01

    This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants of employee customer orientation and service capability in both high-contact (outpatient healthcare) and low-contact (benefits claim processing) human service contexts. However, there existed significant differences across service delivery settings in the salience of customer orientation and the congruence between employee and customer perceptions of service quality, depending on the intensity of customer contact. In both contexts, managerial attention to high-performance work systems and customer-orientation has the potential to favorably impact perceptions of service quality, amplify consumer satisfaction, and enhance operational efficiency.

  8. Service quality in the electricity industry: The role of privatization and managerial behavior

    Energy Technology Data Exchange (ETDEWEB)

    Fumagalli, Elena; Garrone, Paola; Grilli, Luca [Politecnico di Milano, Milan (Italy). Department of Management, Economics and Industrial Engineering

    2007-12-15

    This paper analyzes the relationship between privatization and service quality in the electricity industry, and tests the hypothesis that managerial behavior is a significant intervening factor. The sample includes 31 Italian distributors over the period 1998-2004; their quality performance is represented by continuity of supply, an aspect of quality that is both contractible and regulated. Results of the empirical analysis suggest that the transfer of shareholdings to private investors does not lead to quality degradation. The results also suggest that managerial dominance translates into a reduction in supply quality; this effect is likely to be particularly strong for public-sector utilities. (author)

  9. Service quality in the electricity industry: The role of privatization and managerial behavior

    International Nuclear Information System (INIS)

    Fumagalli, Elena; Garrone, Paola; Grilli, Luca

    2007-01-01

    This paper analyzes the relationship between privatization and service quality in the electricity industry, and tests the hypothesis that managerial behavior is a significant intervening factor. The sample includes 31 Italian distributors over the period 1998-2004; their quality performance is represented by continuity of supply, an aspect of quality that is both contractible and regulated. Results of the empirical analysis suggest that the transfer of shareholdings to private investors does not lead to quality degradation. The results also suggest that managerial dominance translates into a reduction in supply quality; this effect is likely to be particularly strong for public-sector utilities

  10. A Quality Screening Service for Remote Sensing Data

    Science.gov (United States)

    Lynnes, Christopher; Olsen, Edward; Fox, Peter; Vollmer, Bruce; Wolfe, Robert; Samadi, Shahin

    2010-01-01

    NASA provides a wide variety of Earth-observing satellite data products to a diverse community. These data are annotated with quality information in a variety of ways, with the result that many users struggle to understand how to properly account for quality when dealing with satellite data. To address this issue, a Data Quality Screening Service (DQSS) is being implemented for a number of datasets. The DQSS will enable users to obtain data files in which low-quality pixels have been filtered out, based either on quality criteria recommended by the science team or on the user s particular quality criteria. The objective is to increase proper utilization of this critical quality data in science data analysis of satellite data products.

  11. Conceptual Model As The Tool For Managing Bank Services Quality

    Directory of Open Access Journals (Sweden)

    Kornelija Severović

    2009-07-01

    Full Text Available Quality has become basic factor of economic efficiency and basic principle of business activities of successful organizations. Its consequence is revolution on the area of quality that has comprised all kinds of products and services and so the bank services as well. To understand the present and future needs of clients and to know how to fulfill and try to exceed their expectations is the task of each efficient economy. Therefore, the banks in the developed economies try to re-orientate organizationally, technologically and informatically their business activities placing the client in the core of this business activity. Significant indicators of quality services that banks offer is measured by the waiting time of clients for the offer of the desirable service and the number of clients who give up to enter the bank due to the long waiting queues. Dissatisfied client is the worst work result and business activity of banks. Following the stated, the great effort is made to improve service qualities, which means professionalism and communication of personnel with whom the clients come in contact, and giving punctual and clear information and short waiting period of standing in the lines. The aim of this work is to present and describe the functioning of bank system under the conditions of establishing quality in offering services to clients and to recognize basic guidelines for quality increase in the work of sub branches. Since the banking is very dynamic and complex system, the conceptual model is carried out for the purpose of optimization of the stated quality parameters for the bank business activity; this model, in further research, will serve for the development of simulation model.

  12. Clinical quality performance in U.S. health centers.

    Science.gov (United States)

    Shi, Leiyu; Lebrun, Lydie A; Zhu, Jinsheng; Hayashi, Arthur S; Sharma, Ravi; Daly, Charles A; Sripipatana, Alek; Ngo-Metzger, Quyen

    2012-12-01

    To describe current clinical quality among the nation's community health centers and to examine health center characteristics associated with performance excellence. National data from the 2009 Uniform Data System. Health centers reviewed patient records and reported aggregate data to the Uniform Data System. Six measures were examined: first-trimester prenatal care, childhood immunization completion, Pap tests, low birth weight, controlled hypertension, and controlled diabetes. The top 25 percent performing centers were compared with lower performing (bottom 75 percent) centers on these measures. Logistic regressions were utilized to assess the impact of patient, provider, and institutional characteristics on health center performance. Clinical care and outcomes among health centers were generally comparable to national averages. For instance, 67 percent of pregnant patients received timely prenatal care (national = 68 percent), 69 percent of children achieved immunization completion (national = 67 percent), and 63 percent of hypertensive patients had blood pressure under control (national = 48 percent). Depending on the measure, centers with more uninsured patients were less likely to do well, while centers with more physicians and enabling service providers were more likely to do well. Health centers provide quality care at rates comparable to national averages. Performance may be improved by increasing insurance coverage among patients and increasing the ratios of physicians and enabling service providers to patients. © Health Research and Educational Trust.

  13. Dental Services Satisfaction and Perceived Quality in a School-Based Clinic in Cartagena, Colombia

    OpenAIRE

    Lora-Salgado, Irene Margarita; Tirado-Amador, Lesbia Rosa; Montoya-Mendoza, Jorge Luis; Simancas-Pallares, Miguel Angel

    2016-01-01

    Objective: to describe the level of quality and perception of satisfaction in attended users from a school-based dental clinic in Cartagena, Colombia. Methods: we performed a cross-sectional study in 277 patients. For data collection we applied a structured and self-administered survey asking for demographic, clinic attention topics and specific questions regarding quality and services satisfaction. Data analysis was performed through descriptive statistics with frequencies, proportions and 9...

  14. Performance Trade-offs in Client-Side Service Delegation

    OpenAIRE

    Nasr, K.A.; Gross, H.G.; Van Deursen, A.

    2011-01-01

    Service Oriented Architecture, which builds on distributed computing platforms, is increasingly being adopted by organizations in both public and private sectors. Migration from traditional monolithic systems to services, in particular web services, characterizes much of systems evolution today. This paper analyzes some of the performance and modularization problems involved in current service-oriented computing. It investigates under which circumstances the communication between service prov...

  15. 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.

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

    NARCIS (Netherlands)

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

    2007-01-01

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

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

    NARCIS (Netherlands)

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

    2007-01-01

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

  18. 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.

  19. Influence of TQM Practices and Service Innovation Types on Performances of the IT Romanian Companies

    Directory of Open Access Journals (Sweden)

    Mateescu Mihaela

    2017-01-01

    Full Text Available This paper presents a mathematical model intended to investigate the influence of TQM andservice innovation types on service companies performance. The company performance is regardedas the model output and is built out of the financial performance and the non-financialperformance. The two performances are generating competitive advantage. The estimated non–financial performances are represented by the quality performance and the innovativeperformance. The data used to build the model were taken from the IT Romanian companies.

  20. 76 FR 69770 - Senior Executive Service Performance Review Board

    Science.gov (United States)

    2011-11-09

    ... OFFICE OF PERSONNEL MANAGEMENT Senior Executive Service Performance Review Board AGENCY: Office of... of a senior executive's performance by the supervisor, and considers recommendations to the appointing authority regarding the performance of the senior executive. Office of Personnel Management. John...