Client Perceptions Research Articles

Theoretical and methodological aspects of determining the quality of services in the tourist business

Methods. The methodological basis of the study is such general scientific methods as historical and logical – when identifying the conceptual foundations of the study of the goods` quality through the history of economic thought, analysis and synthesis – when studying the correlation between the categories «consumer value», «utility», «value»; scientific abstraction – when establishing the essence of the concepts «quality» and «quality of tourist services». Results. On the basis of the analysis of the approaches to understanding the essence of the concept of «quality» dominant in Marxist and neoclassical economic science, its consideration from the point of view of both objective and subjective characteristics was revealed. It was established that there is no categorical definition of this concept, which is interpreted in modern economic literature, on the one hand, as a set of properties of a product or service, and on the other – as the attitude of the consumer to them. Attention is focused on the need to develop an integrated approach to understanding the essence of the concept of «quality», which would combine objectivist and subjectivist views on this phenomenon. Novelty. The dual nature of the concept of «quality» has been established, which consists in reflecting a set of specific properties and characteristics of a product or service (objective side), as well as the specifics of its individual perception when directly satisfying needs (subjective side). The definition of the category of «quality» is given as a set of properties and characteristics of the product, which form its ability to satisfy the needs of the consumer and to meet the expectations regarding it considering the real perception of a specific client at this moment in time. Practical value. The results of the study are of an applied nature, since the understanding of the dual nature of product quality allows choosing effective tools of influence to increase its level through timely diagnosis of problems in the activities of tourist enterprises and their solutions.

Audit Digitalization and Its Consequences on the Audit Expectation Gap: A Critical Perspective

SYNOPSISThis study examines how a paradigm shift from traditional to digital audits could affect the audit expectation gap. It uncovers possible new areas of the expectation gap and threats and challenges resulting from this paradigm shift. The findings suggest that audit digitalization will result in the audit profession transitioning from the defensive approach of educating users on auditors’ duties to a constructive approach of using digital tools to perform some of the duties that users expect of auditors. Specifically, digital technologies have the potential to enhance internal controls and facilitate fraud prevention and detection, thus narrowing the expectation gap in relation to these critical issues. It may further accelerate the elimination of future challenges and threats and the narrowing of future expectation gaps. The potential benefits of switching to the constructive approach are lower costs for audit firms, enhanced audit quality, and improved client perceptions of auditors.

Improving Procurement Selection Criteria for Managing Construction Tender-Price Volatility on Public Projects

This paper investigates current knowledge concerning adopted procurement strategies for managing construction-price in the public sector. The article reveals that studies mainly address four main areas: procurement decision support systems, transparency, ethical considerations in procurement, identification of procurement criteria, and overcoming inconsistencies in the procurement process. The paper provides a new perspective on the selection of procurement strategy. Therefore, selecting a suitable procurement strategy is essential for managing project pricing. The review has revealed that the lowest bid is the main criterion of contractor selection in the public sector. There is a need to combine some, if not all, procurement strategies within a significantly flexible approach that can have multiple potential advantages in the construction field by serving as a robust decision-making tool. There is a need to develop a public procurement strategy for managing construction price variability and inflation by modeling for fundamental principles such as value for money, benchmarking price performance, and reducing tendering documentation errors, that collude and conspire to impact price inflation, client perception and infrastructure push, and public accountability. The study, thus, deduces two principal factors that serve as critical indicators of a procurement selection criterion focused on managing construction tender-price variability and inflation. These include benchmarking price performance and eliminating errors in the tender documentation.

Procedural Justice and the Unintended Role of Street-Level Bureaucrats in Prompting Citizens to Act as Vigilantes

What role do the perceptions of clients about the procedural justice that street-level bureaucrats (SLBs) use when implementing policy play in prompting citizens to engage in vigilante actions? Using qualitative methods, we examine the unintended effects of SLBs’ implementation of policy on citizens’ vigilantism. We contribute to the literature by showing that procedural justice on the street level is in fact an important factor in citizens’ decisions to act as vigilantes. Our findings identified three significant factors in these decisions: the citizens’ ability to voice their complaint, the sense that they were treated respectfully and their trust that the police officers would do what they could to deal with their complaint. Furthermore, we also demonstrated that citizens and SLBs do not share the same perceptions of the role of the police as service providers, and that this gap increases citizens’ motivations to act independently.

"There Are Just Too Many Rooms Here!" Perception of Clients and Health Care Workers on the Implementation of Test and Treat Strategy at Area 25 Health Center in Lilongwe, Malawi.

Background: Malawi adopted World Health Organisation test-and-treat policy in 2016. The policy initiates early antiretroviral treatment to all clients diagnosed with HIV, irrespective of their CD4 count. However, some facilities record low linkage following the strategy. Perceptions of clients and health care workers on the implementation of test-and-treat strategy were explored in Malawi. Methods: A descriptive qualitative approach was conducted in which 21 in-depth interviews, 9 key informant interviews, and 15 non-participatory observations were conducted. Data were analyzed following thematic approach. Results: Most participants had positive perceptions of the test-and-treat strategy. However, negative perceptions stemmed from the fragmented structure of the facility with multiple rooms in which the client navigates through as well as limited privacy. Conclusion: Optimal implementation of the test-and-treat strategy will need to strengthen privacy and minimize unintended disclosure that is inherent in the organization of services.

SUSTAINABILITY OF MOBILE BANKING AS PERCEIVED BY RURAL BANK CLIENTS IN STA. CRUZ LAGUNA, PHILIPPINES

The introduction of mobile banking has transformed the financial services business, providing clients with exceptional convenience and accessibility to manage their funds on the go. As the globe transitions to a digital age, financial institutions must ensure the long-term sustainability of mobile banking. The purpose of this study is to provide insight into client perspectives of the sustainability of mobile banking services. Focus is given to a selected bank in Sta. Cruz, Laguna, Philippines. The study has adopted a quantitative research design. Data were collected from 82 users of mobile banking using survey questionnaire. The result showed that client perception is an important factor affecting sustainable intentions to use mobile banking. Clients’ perception of mobile banking is influenced by the trust and confidence, and quality of customer support and services provided. Moreover, to ensure a sustainable and equitable future for banking services, it is essential to prioritize inclusivity, security, and consumer trust as technology continues to advance and mobile banking evolves.

SUSTAINABILITY OF MOBILE BANKING AS PERCEIVED BY RURAL BANK CLIENTS IN STA. CRUZ LAGUNA, PHILIPPINES

The introduction of mobile banking has transformed the financial services business, providing clients with exceptional convenience and accessibility to manage their funds on the go. As the globe transitions to a digital age, financial institutions must ensure the long-term sustainability of mobile banking. The purpose of this study is to provide insight into client perspectives of the sustainability of mobile banking services. Focus is given to a selected bank in Sta. Cruz, Laguna, Philippines. The study has adopted a quantitative research design. Data were collected from 82 users of mobile banking using survey questionnaire. The result showed that client perception is an important factor affecting sustainable intentions to use mobile banking. Clients’ perception of mobile banking is influenced by the trust and confidence, and quality of customer support and services provided. Moreover, to ensure a sustainable and equitable future for banking services, it is essential to prioritize inclusivity, security, and consumer trust as technology continues to advance and mobile banking evolves.

Perceptions of Clients on a University-based Drug Information Service affecting Medication Safety

Perceptions of Clients on a University-based Drug Information Service affecting Medication Safety

Evaluating quality of contraceptive counseling using SERVQUAL model: A cross-sectional study in southern Ethiopia, 2021.

Providing quality contraceptive counseling services is essential to support mothers in using modern contraceptives that meet their needs. However, the quality of service provision has not been evaluated in a study setting. This study aimed to assess the quality of contraceptive counseling using a service quality model in southern Ethiopia. A facility-based cross-section study was conducted. The study was conducted from 15 May to 15 June 2021 at the public health facilities of Boloso Bombe Woreda in southern Ethiopia. In total, 391 clients were included using systematic sampling techniques. Data were collected using a structured service quality questionnaire, entered into EPI data version 3.1, and analyzed using SPSS version 25 for data analysis. The significant difference and correlation between the mean of a client's perception and expectation were determined using the Wilcoxon's sign test. The correlation between sociodemographic characteristics and the quality of counseling was tested using the Friedman's test. A p value of <0.05 was taken as the criterion for statistical significance. Finally, the result was presented in a table and pie chart. The study participants included 391 women of childbearing age attending family planning clinics, with a 96.6% response rate. Overall, the quality of advice was found to be low. Respondents' ages (p < 0.001, χ2 = 385.00), number of living children (p < 0.001, χ2 = 381.04), marital status (p < 0.001, χ2 = 359.60), type of contraceptive method (p < 0.001, χ2 = 379.61), user type (p < 0.001, χ2 = 368.59), occupations (p < 0.001, χ2 = 379.00), and educational status (p < 0.001, χ2 = 371), 20) were statistically associated with the quality of counseling service. In all health facilities, the quality of contraceptive counseling services was low. Family planning users had high expectations of the contraceptive counseling service compared to that which they received.

Customer perception on service quality: A holistic view of SBI

In India, the banking industry offers a vast variety of products and services plays a major in the economy of India. The present research investigates the impact of SBI’s Services on the client perception, and service quality. The key information was distributed surveys to gather data from 100+ customers. The study concentrated on quality perception, and customer perception. Utilizing a variety of tools, including Descriptive Statistics, Homogeneity of Variances, ANOVA, and Chi - Square. While conducting the analysis, the SERVQUAL tangibility, reliability, responsiveness, assurance, and empathy aspects were taken into account. The study’s main findings showed that the Type of Account and Tangibility, Quality of Banking Services and Reliability, Willingness of Employees to help and Responsiveness, Banking Information and Assurance, Needs and Empathy are weakly associated with each other.

Comparative Analysis of Perceptions of Psychology Students and Consulting Psychologists of Difficult and Ideal Clients

The results of the empirical study of student psychologists’ and consulting psychologists’ perceptions of difficulties of psychological counseling are presented in this article. Comparative analysis of perceptions of psychology students and consulting psychologists of difficult and ideal clients was conducted. It was demonstrated that psychology student are inclined to perceive qualities characterizing difficult client to be causing more difficulties in the process of counseling, in comparison with the consulting psychologists. Qualities that were perceived by the study subjects to be the most important characterizations of the ideal client, were identified. The existence of reliable differences between psychology students and consulting psychologists, both in their perceptions of difficult and ideal clients, was demonstrated. It was determined that the differences in the perceptions of the study subjects are related to the qualities, that facilitate establishment of contact between a psychologist and a client.

Examining the Role of Autonomy Support, Goal Setting, and Care Coordination Quality on HIV PrEP Adherence in Black Men Who Have Sex with Men: HPTN 073.

Autonomy support is a concept that is derived from self-determination theory. Autonomy refers to the freedom to act as one chooses. The current study aimed to examine if autonomy support was associated with dried blood spot validated pre-exposure prophylaxis (PrEP) adherence, and whether the association was mediated by PrEP adherence goal setting and progress toward PrEP adherence goals. Our sample was drawn from Black men who have sex with men (MSM) from across three cities (Chapel Hill, NC; Los Angeles, CA; and Washington, DC) in the United States between February 2013 and September 2014. We used logistic regression to evaluate associations between study variables and path analysis to test mediation effects. Participants were, on average, 28 [standard deviation (SD) = 1.12] years old and 25% were unemployed. We found that MSM who experienced high autonomy support were more likely to adhere to PrEP [odds ratio (OR) = 1.17; 95% confidence interval: 1.00-1.38]. MSM who set PrEP adherence goals were more likely to adhere to PrEP. Moreover, MSM who reported making progress toward their goals were also more likely to adhere to PrEP. Finally, client perception of coordination quality enhanced the magnitude of the association between goal setting and goal progress and the effect size of goal progress on PrEP adherence. Autonomy support, goal setting, goal monitoring/evaluation, and care coordination quality influenced PrEP adherence among Black MSM. Our findings indicate that while it is important to set goals for PrEP adherence, goal setting may need to be accompanied by progress monitoring to achieve the maximal effect.

تقييم تصور األمهات لخدمات األمومة الصحية في المناطق الريفية في يطا، الخليل: دراسة تجريبية في فلسطين

Access to high-quality care during pregnancy and childbirth is a challenge for women living in Al-Masafer of Yatta and Bedouin areas, considered C areas under Israeli administrative &amp; security supremacy. Realizing clients' perception and satisfaction with the quality of maternal healthcare services will enable maternal health decision-makers &amp; providers to assess the impact of their services on the clients' demands and perceptions. This study aims to measure women's perception of maternal health services provided in Al- Masafer of Yatta and Bedouin areas. A cross-sectional descriptive quantitative study of 59 women, selected purposefully from Al-Masafer of Yatta and the Bedouin areas, was conducted in September 2021. The mean age of the respondents was 28 years, with a range of 23-34 years old. After investigating their Perception of Maternal Health Services in Al-Masafer of Yatta, the mean of their answers was as the following: provided services: 2.87 was moderate, the professional treatment: 2.80 was moderate, degree of obstacles facing women in access to reproductive health services: 3.50 was moderate, and health promotion provided to women: 1.92 was low, while the total overall mean 3.01 was moderate. Despite the obstacles faced by women to reach maternal health centers, the overall level of health care provided at maternal health centers was modest in both Al-Masafer of Yatta and the Bedouin areas.

Created Environment: Evolution of a Neuman Systems Model Concept.

In this essay, we trace the evolution of the definition of the Neuman systems model concept of created environment from its inception in 1989. The created environment is one of three categories of environment in the Neuman systems model; the other two are the internal environment and the external environment. The most recent definition of created environment is offered in this essay as the following: The created environment is a synthesis of the internal and external environments that encompasses the client system's ever-changing awareness of the physiological, psychological, sociocultural, developmental, and spiritual variables, and the intrapersonal, interpersonal, and extrapersonal stressors as beneficial or noxious. As a protective shield, the created environment represents the client system's perceptions and understanding of what is real and what is safe, as discussed with the nurse.

Subjective Perception of Work and the Home Care Workers' Depression.

The care crisis has become a global trend, and the demand for child and elderly care is increasing worldwide. The increasing number of home care workers plays a significant role in meeting this demand in developing countries. The mental health of these workers is associated with the quality of care they provide, which has rarely been studied. This paper explored the factors that affect home care workers' depression, including their socio-demographic characteristics, working environment, relationship with clients, social support networks, economic burden, and subjective perceptions of discrimination and work. It utilized data from the Shanghai Domestic-work Professionalization Survey (SDPS), which was conducted among four types of in-home caregivers (n = 1000) in Shanghai over a period ranging from May to September 2021. The results show that the variables of marriage, education, self-reported health, relationship with client, economic burden, and subjective perceptions of discrimination and care work are significantly associated with home care workers' level of depression. However, the variables of gender, age, household registration, and work environmental factors have no significant effect on their level of depression, which differs from the findings of previous studies on care workers in other institutions.

Pilot test of a measure to assess clients' perceptions of their home visitors.

Home visiting services for caregivers of infants and young children have been found to be an effective method for promoting child development. Unfortunately, such services suffer from high rates of attrition, suggesting the need to identify factors related to client retention in services. Research has indicated that the client-provider relationship is an important predictor of client retention in home visiting services; however, measures to assess this relationship are limited. This study reports on a pilot test of the Client Perceptions of Home Visitors Questionnaire, developed to assess home visiting clients' perceptions of their relationship with their home visitor. The measure was completed by 39 diverse home visiting clients during pregnancy in a midwestern town in the United States. The scale was found to have good internal consistency. Validity analyses found that the scale was positively associated with client satisfaction with services and perceived provider cultural sensitivity. The scale was also positively associated with retention in services at an 8-month follow-up. Additional research should examine the measure's psychometrics with larger samples.

Digital Marketing Effect on Decisions to Use Contractor Services

The purpose of this study was to determine the effect of digital marketing on the decision to use contractor services (a case study on Facebook fanspage of PT Maswindo Bumi Mas). This type of research is associative with a quantitative approach, at the Digital Marketing office of PT Maswindo Bumi Mas, located on Jl. Topaz Blog B. The research was conducted using a simple linear regression analysis technique. The object of this research is the Facebook Fanspage of PT Maswindo Bumi Mas. The data sources used are primary and secondary data, where the Questionnaire is used as a tool to obtain data on the perceptions of PT Maswindo Bumi Mas clients who have carried out a Memorandum of Understanding (MOU). The data testing technique used as a test tool in this study is the validity test, reliability test, normality test, simple linear regression analysis, t (partial) test, test the coefficient of determination. The sample used in this study were PT Maswindo Bumi Mas clients who had signed an MOU of 100 people. The results of the study as a whole show that Digital Marketing has a significant effect on the decision to use the contractor services of PT Maswindo Bumi Mas.

Promoting permanency in families with parental substance misuse: lessons from a process evaluation of a multi-system program

BackgroundFamilies affected by substance misuse are at increased risk for child maltreatment and child welfare system involvement. The Enhancing Permanency in Children and Families (EPIC) program uses four evidence-based and informed multi-system practices to promote safety and permanency outcomes for children involved with the child welfare system due to parental substance misuse: 1) Peer Recovery Support (PRS), 2) Family Treatment Drug Court (FTDC), 3) Medications for Opioid Use Disorder (MOUD) and 4) Nurturing Parent Program (NPP) relational skill-building. The purpose of the current study was to identify barriers, facilitators, and lessons learned in the implementation of and client engagement with the main components of EPIC.MethodsSeventeen key EPIC personnel participated in the study. Individual semi-structured interviews were conducted. Qualitative analysis involved the thematic coding of the interviews, and program facilitators and barriers were revealed.ResultsPRS were identified as a primary strength of the EPIC program, providing experiential connection to participating families and a valuable source of information. High turnover and matching PRS to families were barriers to PRS implementation. FTDC contributed to client success as judges developed interpersonal relationships with the clients that balanced support with accountability. Client attitudes toward court presented barriers to FTDC engagement. MOUD provided stabilization and was perceived by caseworkers as an engagement facilitator and a layer of client accountability; however, the lack of availability of MOUD service providers presented a barrier for some clients. Parental relational skill-building was not valued by clients and was perceived as conflicting with sobriety-focused activities.ConclusionsThe EPIC program provides comprehensive, coordinated multi-system support and care to families affected by parental substance misuse. Continued efforts to improve recruitment and retention of PRS, reframing client perceptions of FTDC, and increasing access to MOUD may contribute to increased engagement in the program. Findings highlight the utility of tracking process outcomes in community-based interventions to promote participant engagement in programs set in complex systems.Trial registrationNCT04700696. Registered January 7, 2021-retrospectively registered.

BODY IMAGE DIFFERENCES IN BODY IMAGE BETWEEN BEFORE AND AFTER MASTECTOMY TO BREAST CANCER CLIENTS AT RSUD DR. SAIFUL ANWAR MALANG

ABSTRACT&#x0D; Indriyanto, Slamet. 2021. Differences in Body Image Between Before And After Mastectomy To Breast Cancer Clients At RSUD Dr. Saiful Anwar Malang. Thesis. Bachelor of Nursing, Maharani Health College Malang. Supervisors: (1) Ns. Wiwik Agustina, S.Kep., M. Biomed, (2) Ns. Rahmawati Maulidia, M.Kep.&#x0D; Breast cancer is one of the most common types of cancer in Indonesia and mastectomy is a rational and effective treatment procedure to prevent the spread and disposal of cancer cells. Body image undergoes many changes during breast cancer therapy and treatment, the impact of these changes affects client perception, sexuality, and social function. The purpose of this study is to identify body image before and after the mastectomy, and whether there is a change in body image between before and after the mastectomy. The study used the BREAST-Q Version 2.0 Mastectomy Module and Pre-Post Operative Scales questionnaire. The design of this study is comparative study with cross sectional analysis. The results of the study, obtained body image before mastectomy almost all respondents (90%) with negative body image. While body image after mastectomy, obtained by all respondents (100%) have a negative body image. Wilcoxon signed rank test results showed a difference in body image between before and after the mastectomy, with a value of p: 0.005 smaller than α= 0.05 Body image has changed before the mastectomy, even decreasing after the mastectomy. &#x0D; Keywords: Breast Cancer, Body image, Mastectomy.&#x0D; &#x0D; &#x0D; &#x0D;

Toward Causal Understanding of Therapist-Client Relationships: A Study of Language Modality and Social Entrainment.

The relationship between a therapist and their client is one of the most critical determinants of successful therapy. The working alliance is a multifaceted concept capturing the collaborative aspect of the therapist-client relationship; a strong working alliance has been extensively linked to many positive therapeutic outcomes. Although therapy sessions are decidedly multimodal interactions, the language modality is of particular interest given its recognized relationship to similar dyadic concepts such as rapport, cooperation, and affiliation. Specifically, in this work we study language entrainment, which measures how much the therapist and client adapt toward each other's use of language over time. Despite the growing body of work in this area, however, relatively few studies examine causal relationships between human behavior and these relationship metrics: does an individual's perception of their partner affect how they speak, or does how they speak affect their perception? We explore these questions in this work through the use of structural equation modeling (SEM) techniques, which allow for both multilevel and temporal modeling of the relationship between the quality of the therapist-client working alliance and the participants' language entrainment. In our first experiment, we demonstrate that these techniques perform well in comparison to other common machine learning models, with the added benefits of interpretability and causal analysis. In our second analysis, we interpret the learned models to examine the relationship between working alliance and language entrainment and address our exploratory research questions. The results reveal that a therapist's language entrainment can have a significant impact on the client's perception of the working alliance, and that the client's language entrainment is a strong indicator of their perception of the working alliance. We discuss the implications of these results and consider several directions for future work in multimodality.