Abstract: The impact of COVID-19 has a significant effect on all sectors of society globally. Health information technology (HIT) has become an effective health strategy in this age of distancing. In this regard, Mobile Health (mHealth) plays a critical role in managing patient and provider workflows during the COVID-19 pandemic. Therefore, the users' perception of service quality about mHealth services plays a significant role in shaping confidence and subsequent behaviors regarding the mHealth users' intention of use. This study's objective was to explore levels of user attributes analyzed by a qualitative method of how health practitioners and patients are satisfied or dissatisfied with using mHealth services; and analyzed the users' intention in the context of Taiwan during the COVID-19 pandemic. This research explores the experienced usability of a mHealth services during the Covid-19 pandemic. This study uses qualitative methods that include in-depth and semi-structured interviews that investigate participants' perceptions and experiences and the meanings they attribute to them. The five cases consisted of health practitioners, clinic staff, and patients' experiences using mHealth services. This study encourages participants to discuss issues related to the research question by asking open-ended questions, usually in one-to-one interviews. The findings show the positive and negative attributes of mHealth service quality. Hence, the significant importance of patients' and health practitioners' issues on several dimensions of perceived service quality is system quality, information quality, and interaction quality. A concept map for perceptions regards to emergency uses' intention of mHealth services process is depicted. The findings revealed that users pay more attention to "Medical care", "ease of use" and "utilitarian benefits" and have less importance for "Admissions and Convenience" and "Social influence". To improve mHealth services, the mHealth providers and health practitioners should better manage users' experiences to enhance mHealth services. This research contributes to the understanding of service quality issues in mHealth services during the COVID-19 pandemic.
Abstract: With the development of business competition, it is important for healthcare providers to improve their service qualities. In order to improve service quality of a clinic, four important dimensions are defined: tangibles, responsiveness, empathy, and reliability. Moreover, there are several service stages in hospitals such as financial screening and examination. One of the most challenging limitations for improving service quality is budget which impressively affects the service quality. In this paper, we present an approach to address budget uncertainty and provide guidelines for service resource allocation. In this paper, a service quality improvement approach is proposed which can be adopted to multistage service processes to improve service quality, while controlling the costs. A multi-objective function based on the importance of each area and dimension is defined to link operational variables to service quality dimensions. The results demonstrate that our approach is not ultra-conservative and it shows the actual condition very well. Moreover, it is shown that different strategies can affect the number of employees in different stages.
Abstract: This study explores the mediating effects of motivation in the relationship between human values and service quality. To examine the fundamental relationships among human values, motivation, and service quality, a Structural Equation Model (SEM) with a full mediation model was adopted. The model was designed and subsequently analyzed by utilizing the Partial Least Squares (PLS) procedure on data collected from a survey that yielded 936 usable questionnaires. The survey was sent to all 117 branches of two local commercial banks (CIMB and Maybank) operating in Kuala Lumpur, Malaysia. Both banks ranked the highest in terms of asset size and market capitalization. The mediating role of motivation was examined in the relationship between four dimensions of human values and bank service quality, whereby human values initiate service quality. The results support the notion that employee motivation fully mediates the relationship between self-enhancement values and service quality in commercial banks. These results demonstrate the unpredictable role of the interaction structures of human values on bank service quality.
Abstract: The purposes of this research are to make comparisons in
respect of the behaviors on the use of the services of metered taxi
classified by the demographic factor and to study the influence of the
recognition on service quality having the effect on usage behaviors of
metered taxi services of consumers in Bangkok Metropolitan Areas. The
samples used in this research were 400 metered taxi service users in
Bangkok Metropolitan Areas and questionnaire was used as the tool for
collecting the data. Analysis statistics are mean and multiple regression
analysis. Results of the research revealed that the consumers recognize the
overall quality of services in each aspect include tangible aspects of the
service, responses to customers, assurance on the confidence,
understanding and knowing of customers which is rated at the moderate
level except the aspect of the assurance on the confidence and
trustworthiness which are rated at a high level. For the result of
hypothetical test, it is found that the quality in providing the services on
the aspect of the assurance given to the customers has the effect on the
usage behaviors of metered taxi services and the aspect of the frequency
on the use of the services per month which in this connection. Such
variable can forecast at one point nine percent (1.9%). In addition, quality
in providing the services and the aspect of the responses to customers
have the effect on the behaviors on the use of metered taxi services on the
aspect of the expenses on the use of services per month which in this
connection, such variable can forecast at two point one percent (2.1%).
Abstract: This study examines several critical dimensions of eservice
quality overlooked in the existing literature and proposes a
model and instrument framework for measuring customer perceived
e-service quality in the banking sector. The initial design was derived
from a pool of instrument dimensions and their items from the
existing literature review by content analysis. Based on focused
group discussion, nine dimensions were extracted. An exploratory
factor analysis approach was applied to data from a survey of 323
respondents. The instrument has been designed specifically for the
banking sector. Research data was collected from bank customers
who use electronic banking in a developing economy. A nine-factor
instrument has been proposed to measure the e-service quality. The
instrument has been checked for reliability. The validity and sample
place limited the applicability of the instrument across economies and
service categories. Future research must be conducted to check the
validity. This instrument can help bankers in developing economies
like India to measure the e-service quality and make improvements.
The present study offers a systematic procedure that provides insights
on to the conceptual and empirical comprehension of customer
perceived e-service quality and its constituents.
Abstract: E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.
Abstract: The present research study analyses the students’ satisfaction with university performance regarding the reliability dimension, ability of professors and staff to perform the promised services with quality to students in the post-graduate courses offered by Sri Venkateswara University in India. The research is done with the notion that the student compares the perceived performance with prior expectations. Customer satisfaction is seen as the outcome of this comparison. The sample respondents were administered with schedule based on stratified random technique for this study. Statistical techniques such as factor analysis, t-test and correlation analysis were used to accomplish the respective objectives of the study.
Abstract: Knowledge is increasingly recognised in this, the
knowledge era, as a strategic resource, by public sector organisations,
in view of the public sector reform initiatives. People and knowledge
play a vital role in attaining improved organisational performance
and high service quality. Many government departments in the public
sector have started to realise the importance of knowledge
management in streamlining their operations and processes. This
study focused on knowledge management in the public healthcare
service organisations, where the concept of service provider
competitiveness pales to insignificance, considering the huge
challenges emanating from the healthcare and public sector reforms.
Many government departments are faced with challenges of
improving organisational performance and service delivery,
improving accountability, making informed decisions, capturing the
knowledge of the aging workforce, and enhancing partnerships with
stakeholders.
The purpose of this paper is to examine the knowledge
management practices of the Gauteng Department of Health in South
Africa, in order to understand how knowledge management practices
influence improvement in organisational performance and healthcare
service delivery. This issue is explored through a review of literature
on dominant views on knowledge management and healthcare service
delivery, as well as results of interviews with, and questionnaire
responses from, the general staff of the Gauteng Department of
Health. Web-based questionnaires, face-to-face interviews and
organisational documents were used to collect data. The data were
analysed using both the quantitative and qualitative methods. The
central question investigated was: To what extent can the conditions
required for successful knowledge management be observed, in order
to improve organisational performance and healthcare service
delivery in the Gauteng Department of Health.
The findings showed that the elements of knowledge management
capabilities investigated in this study, namely knowledge creation,
knowledge sharing and knowledge application, have a positive,
significant relationship with all measures of organisational
performance and healthcare service delivery. These findings thus
indicate that by employing knowledge management principles, the
Gauteng Department of Health could improve its ability to achieve its
operational goals and objectives, and solve organisational and
healthcare challenges, thereby improving organisational performance
and enhancing healthcare service delivery in Gauteng.
Abstract: The main objectives of this study were to identify
attributes that influence customer satisfaction and determine their
relationships with customer satisfaction. The variables included in
this research are place/ambience, food quality and service quality as
independent variables and customer satisfaction as the dependent
variable. A survey questionnaire which consisted of three parts to
measure demographic factors, independent variables, and dependent
variables was constructed based on items determined by past
research. 149 respondents from one of the well known hotel in Kuala
Lumpur, MALAYSIA were selected as a sample. Psychometric
testing was conducted to determine the reliability and validity of the
questionnaire. From the findings, there were positive significant
relationship between place/ambience (r=0.563**, p=0.000) and
service quality (r=0.544**, p=0.000) with customer satisfaction.
However, although relationship between food quality and customer
satisfaction was significant, it was in the negative direction (r=-
0.268**, p=0.001). New findings were discovered after conducting
this research and previous research findings were strengthened by the
results of this research. Future researchers could concentrate on
determining attributes that influence customer satisfaction when
cost/price is not a factor and reasons for place/ambience is currently
becoming the leading factor in determining customer satisfaction.
Abstract: Strategic alliances generally mean the cooperation or
collaboration between firms which pursue for a synergy that each
member hopes the benefits from the alliances would be much more
than those from individual efforts. Past researches provide us
sufficient theories and considerations for alliance forming in liner
shipping market. This research reviews important academic journals
for the past decade regarding to the most important reasons to form the
alliances. We would explain the motive of alliances and details of
shipping cooperation in literature review.
The paper also empirically investigates the key service quality
requirements improved through alliances by using quality function
deployment (QFD). Moreover, the research investigates famous
shipping reports, shipping consultant websites and most recent
shipping publications to find out the executive-s viewpoint of several
leading carriers among top 20 to assess current shipping strategic
alliance on Asia/Europe route. These comments provide meaningful
managerial reasons to consider alliance formations and search if there
is any gap between the theories and industrial practice. Analysis of the
empirical investigation and top management-s perspective on current
market situation will contribute us some meaningful managerial
suggestions to evaluate these theories applied to current strategic
alliances.
Abstract: This study aims to identify cellular phone users- shopping motivating factors towards online shopping. 100 university students located in Klang Valley, Malaysia were involved as the respondents. They were required to complete a set of questionnaire and had to own a cellular phone in order to be selected as sample in this study. Three from five proposed hypotheses were supported: purchasing information, shopping utilities and service quality. As a result, marketers and retailers should concentrate more on the less important factors in order to encourage and create willingness of the consumers to purchase online. Recommendation for future research is also presented.
Abstract: Leave of absence is important in maintaining a good
status of human resource quality. Allowing the employees temporarily
free from the routine assignments can vitalize the workers- morality
and productivity. This is particularly critical to secure a satisfactory
service quality for healthcare professionals of which were typically
featured with labor intensive and complicated works to perform. As
one of the veteran hospitals that were found and operated by the
Veteran Department of Taiwan, the nursing staff of the case hospital
was squeezed to an extreme minimum level under the pressure of a
tight budgeting. Leave of absence on schedule became extremely
difficult, especially for the intensive care units (ICU), in which
required close monitoring over the cared patients, and that had more
easily driven the ICU nurses nervous. Even worse, the deferred leaves
were more than 10 days at any time in the ICU because of a fluctuating
occupancy. As a result, these had brought a bad setback to this
particular nursing team, and consequently defeated the job
performance and service quality. To solve this problem and
accordingly to strengthen their morality, a project team was organized
across different departments specific for this. Sufficient information
regarding jobs and positions requirements, labor resources, and actual
working hours in detail were collected and analyzed in the team
meetings. Several alternatives were finalized. These included job
rotating, job combination, leave on impromptu and cross-departmental
redeployment. Consequently, the deferred leave days sharply reduced
70% to a level of 3 or less days. This improvement had not only
provided good shelter for the ICU nurses that improved their job
performance and patient safety but also encouraged the nurses active
participating of a project and learned the skills of solving problems
with colleagues.
Abstract: Quality control is the crucial step for ISO 9001
Quality System Management Standard for companies. While
measuring the quality level of both raw material and semi
product/product, the calibration of the measuring device is an
essential requirement. Calibration suppliers are in the service sector
and therefore the calibration supplier selection is becoming a worthy
topic for improving service quality.
This study presents the results of a questionnaire about the
selection criteria of a calibration supplier. The questionnaire was
applied to 103 companies and the results are discussed in this paper.
The analysis was made with MINITAB 14.0 statistical programs.
“Competence of documentations" and “technical capability" are
defined as the prerequisites because of the ISO/IEC17025:2005
standard. Also “warranties and complaint policy", “communication",
“service features", “quality" and “performance history" are defined as
very important criteria for calibration supplier selection.
Abstract: Westudy a dual-channel supply chain under
decentralized setting in which manufacturer sells to retailer and to
customers directly usingan online channel. A customer chooses the
purchase-channel based on price and service quality. Also, to buy
product from the retail store, the customer incurs a transportation cost
influenced by the fluctuating gasoline cost. Both companies are under
the revenue sharing contract. In this contract the retailer share a
portion of the revenue to the manufacturer while the manufacturer
will charge the lower wholesales price. The numerical result shows
that the effects of gasoline costs, the revenue sharing ratio and the
wholesale price play an important role in determining optimal prices.
The result shows that when the gasoline price fluctuatesthe optimal
on-line priceis relatively stable while the optimal retail price moves
in the opposite direction of the gasoline prices.
Abstract: The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.
Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue – despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.
Abstract: This work discusses an innovative methodology for
deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational
relationships. A House of Service Quality (HOSQ) matrix is built to
extract the desired improvement in the service quality characteristics
and to translate them into a hierarchy of important organizational
features. The Mean Square Error (MSE) criterion enables the
pinpointing of the few essential service quality characteristics to be
improved as well as selection of the vital organizational features. The
method was implemented in an engineering supply enterprise and
provides useful information on its vital service dimensions.
Abstract: Facility location problem involves locating a facility
to optimize some performance measures. Location of a public facility
to serve the community, such as a fire station, significantly affects its
service quality. Main objective in locating a fire station is to
minimize the response time, which is the time duration between
receiving a call and reaching the place of incident. In metropolitan
areas, fire vehicles need to cross highways and other traffic obstacles
through some obstacle-overcoming points which delay the response
time. In this paper, fire station location problem is analyzed.
Simulation models are developed for the location problems which
involve obstacles. Particular case problems are analyzed and the
results are presented.
Abstract: Unified Theory of Acceptance and Use of Technology
(UTAUT) model has demonstrated the influencing factors for generic
information systems use such as tablet personal computer (TPC) and
mobile communication. However, in the context of digital library
system, there has been very little effort to determine factors affecting
the intention to use digital library based on the UTAUT model. This
paper investigates factors that are expected to influence the intention
of postgraduate students to use digital library based on modified
UTAUT model. The modified model comprises of constructs
represented by several latent variables, namely performance
expectancy (PE), effort expectancy (EE), information quality (IQ)
and service quality (SQ) and moderated by age, gender and
experience in using digital library. Results show that performance
expectancy, effort expectancy and information quality are positively
related to the intention to use digital library, while service quality is
negatively related to the intention to use digital library. Age and
gender have shown no evidence of any significant interactions, while
experience in using digital library significantly interacts with effort
expectancy and intention to use digital library. This has provided the
evidence of a moderating effect of experience in the intention to use
digital library. It is expected that this research will shed new lights
into research of acceptance and intention to use the library in a digital
environment.
Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue –despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.