Delivery Satisfaction Research Articles

The Effects of Coupang Rocket Delivery Satisfaction on Purchase Intention and Brand Loyalty- Price Sensitivity as Moderating Variable -

The Effects of Coupang Rocket Delivery Satisfaction on Purchase Intention and Brand Loyalty- Price Sensitivity as Moderating Variable -

Efficacy of i-Port Advance system on patients satisfaction and glycemic control among patients with type 1 diabetes in Saudi Arabia

Background and aimsTo determine the efficacy of i-Port Advance system on patients satisfaction and glycemic control among patients with type 1 diabetes (T1D). MethodsThis prospective study was performed among 73 patients with T1D (13–29 years) at Prince Sultan Military Medical City, Riyadh, Saudi Arabia. Demographic data were collected at baseline and clinical characteristics were collected at baseline and 12 weeks. Patients’ responses to Morisky Medication Adherence Scale (MMAS-8) and Insulin Delivery Satisfaction Survey (IDSS) were recorded at baseline and 12 weeks after initiating the i-Port Advance system. ResultsAt 12 weeks, significant improvement was evident in the IDSS subscales, which comprises the IDSS effective (p = 0.048), burdensome (p = 0.032), and IDSS inconvenient (p = 0.001), with the total baseline IDSS score being 2.6 ± 0.42, and at 12 weeks being 3.7 ± 0.72 (p = 0.037). The MMAS total score at baseline was 4.6 ± 1.2, and at 12 weeks, it increased to 6.4 (p = 0.028). HbA1c level was 8.4% at baseline and decreased to 7.9% (p = 0.001) at 12 weeks. The total daily dose of insulin at baseline registered 0.9 ± 0.13, which declined to 0.8 ± 0.12 (p = 0.048) at 12 weeks. Fasting blood sugar value was 197 ± 23.4 at baseline, which dropped to 182 ± 24.5 at 12 weeks (p = 0.01); and the postprandial glucose at baseline was 195 ± 21.4 and declined to 177 ± 19.2 at 12 weeks (p = 0.01). The hypoglycemic episodes revealed a noteworthy reduction after the i-Port Advance system usage. ConclusionUse of i-Port Advance system was found to raise the patients’ satisfaction levels and lower both the hypoglycemic episodes as well as the HbA1c levels.

Service Quality and Customers’ Satisfaction in Addis Ababa Light Rail Transit: Context, Relationships and Effect

The issue of urban mass transportation is becoming the center of cites sustainable development and revitalization strategies. Hence, conducting a scientific inquiry into customers’ satisfaction and service quality in urban light rail transport is vital to make policies and intervention measures instrumental and valid. Thus, the aim of this study is to assess service quality and customer satisfaction in urban transport service delivery with particular reference to Addis Ababa Light Rail Transit. To this end, dimensions as adopted in modified SERVPERF model have been utilized as measurement constructs and a quantitative approach has been employed. The study is a descriptive and explanatory type involving the analysis of data collected through questionnaire from passengers of the light Rail Transit. In order to analyze background information of respondents and their perception on service quality descriptive statistics is applied. Besides, the study has utilized correlation and regression analysis. The finding of the study shows that the customers are moderately satisfied with assurance and responsiveness while they are dissatisfied on affordability, tangibility, reliability and empathy. The correlation analysis of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy, and affordability) shows, they all are positively correlated to overall service quality. Besides, all service quality dimensions have a significant effect on customer satisfaction implying that the higher the quality of service, the higher is the level of customers’ satisfaction. In conclusion, it is clear that Addis Ababa light rail transit can improve customers’ satisfaction by working on quality. Keywords: services, quality, customer satisfaction, light rail and SERVPREF DOI: 10.7176/EJBM/13-5-02 Publication date: March 31 st 2021

Capacity development for urban water senior staff members, stakeholders and influencers in Accra Metropolitan Assembly (AMA) and Sekondi- Takoradi Metropolitan Assembly (STMA) in Ghana

It is expected that adequate quantity and quality of service delivery is one of the preconditions that contributes to safe water and sanitation delivery. Yet the human resource gap in WATSAN sector is relatively unknown (S. Cavill & D. Saywell, 2009). This paper outlines a piece of research that was conducted to provide a reliable skill gap assessment and building solution in Ghana to national water utility provider staff members, stakeholders and influencers.The Purpose of the Research is to undertake Training Needs Analysis that will be followed up with Capacity Gap Assessment and Enhancement in urban water management and service delivery in Accra and Sekondi- Takoradi Metropolitan Assembly, GhanaThe research found significant relationship between staff, stakeholders and influences service quality delivery and customer satisfaction. Therefore, the study was followed up with staff, stakeholders and influencer’s capacity building initiatives and motivation techniques, communication skills, cost reduction strategies, assets maintenance, billing cycles, monitoring and evaluation as panacea to quality service delivery. Furthermore, the study recommended that the management, influencers and stakeholders should reexamine and re programme the organization’s conceptual framework, vision, mission and operations such as their customer data base system to capture their customer’s profiles and needs so as to deliver customer focused services.Key Words: WATSAN, Utility, Influencers, Service Delivery, Customer, Staff, Stakeholders, Capacity, Ghana

Removing Uncontrollable Factors in Benchmarking Tourism Destination Satisfaction

High level of visitor satisfaction is an important signal of sustained success for tourism destinations. The primary goal of this research study is to identify differences in reported visitor satisfaction that do not accurately reflect differences in the delivery of satisfaction by destinations. Our aim is to reveal the influence of factors, such as weather conditions, that may distort comparisons of tourism destinations when measuring visitors’ satisfaction with their stays. We used a generalized linear model (GLM) to estimate reported satisfaction as a function of various factors, with weather included as a factor. The analysis shows that weather as well as the other extraneous factors play an important role in measuring visitors’ satisfaction. The results suggest that when comparing the relative success of various tourism destinations, adjustments in destination benchmarking are necessary to avoid arbitrary bias caused by differences in the timing and conditions of visitor data collection.

Serving Homebound Seniors: In-Home Senior Farmers’ Market Nutrition Program Enrollment and Fresh Fruit and Vegetable Home Delivery for Homebound Seniors in Central New Jersey

Low-income, homebound seniors may encounter affordability and accessibility-related barriers to consuming enough fresh fruits and vegetables (FV). This paper describes a two-stage pilot intervention to improve fresh FV affordability and access for home-delivered meal (HDM) program clients in Central New Jersey. The first stage of the intervention offered in-home Senior Farmers’ Market Nutrition Program (SFMNP) enrollment assistance to low-income HDM program clients, with 13 clients successfully enrolling in SFMNP. The second stage of the intervention offered fresh FV home deliveries to all 64 HDM program clients at no cost to clients. We sourced fresh FV from a farmers’ market run in partnership with a Cooperative Extension program affiliated with a large public research university. We carried out a post-intervention evaluation by conducting semi-structured interviews with 17 clients. Interviews addressed themes of farmers’ market access, SFMNP awareness, perceived changes to FV intake, and home delivery satisfaction. Evaluation results suggest that this short-term pilot intervention was well-received and effective in reducing barriers to FV access and affordability for a vulnerable senior population.

A blockchain-based evaluation approach for customer delivery satisfaction in sustainable urban logistics

The rapid development of urbanisation and the ever-changing consumers’ demands are constantly changing the urban logistics industry, imposing challenges on logistics service providers to improve customer satisfaction which is one of the indicators for the sustainability of urban logistics. Existing customer satisfaction evaluations are based on a questionnaire survey, which is time-consuming and labour intensive. Moreover, the logistics data are confidential and can only be accessed by the stakeholders in existing logistics models, causing the problem of information non-transparency among logistics enterprises and the third authorities like banks and governments, which may hinder the sustainable development of urban logistics. In this paper, we propose a blockchain-based evaluation approach for customer satisfaction in the context of urban logistics. Four criteria affecting customer satisfaction in urban logistics are identified. A machine learning algorithm Long Short-Term Memory (LSTM) is adopted to predict customer satisfaction in the future period. The implementation is demonstrated to illustrate the proposed approach. A smart contract is designed for compensation and/or refund to customers when their satisfaction with the delivery services is at a low level.

QUALITY OF WORK-LIFE AND EMPLOYEE PRODUCTIVITY OF OIL MARKETING COMPANIES IN PORT HARCOURT, NIGERIA

Purpose: This study evaluated the relationship between quality of work life (QWL) and employee productivity of Oil Marketing Companies in Port Harcourt, Nigeria. It is most crucial for organizations to boost and sustain their employees’ knowledge and competencies because of the extreme degree of global saturation occurring in various core markets.Methodology: Taking account of this, a descriptive and explanatory approach was adopted to uncover the impact of quality of work life on employee productivity, using compensation and training/development as dimensions for quality of work life, while effectiveness and efficiency were measures for employee productivity. The study adopted the stratified sampling technique in collecting data through the use of a structured questionnaire. A total of 52 respondents were drawn from four understudied oil marketing companies operating on three major roads with the highest concentration of companies in Port Harcourt, including Aba road, Ikwerre road and East-west road.Findings: The study revealed that compensation and training/development both have a positive and significant influence on the effectiveness of the pump attendants in the various oil marketing companies included in this study. In like manner, compensation and training/development both had positive and significant influence on the efficiency of the pump attendants in the chosen firms. Following the findings, it was concluded that quality of work life had a significant and positive influence on employees’ productivity.Unique Contribution to Practice and Policy: It was recommended that oil marketing companies prioritize training, development and compensation for pump operators who are their representatives at the frontline of service delivery and customer satisfaction, important indices for assessing organizational performance.

Checklists in community care: reducing differences in care delivery between regular and relief staff to improve consistency and client experience

BackgroundToday, healthcare is more complex than just ensuring clients receive quality care; it also involves consistently delivering excellent client experience. A non-profit community support services agency conducted an extensive diagnostic...

Access to and Satisfaction with Basic Services in Informal Settlements: Results from a Baseline Assessment Survey.

Subjective responses of satisfaction with basic services delivery is an indicator of service delivery performance. This study provides an overview of the status of basic service delivery and determines the factors associated with service delivery satisfaction within informal settlements targeted for upgrading in South Africa. A multinomial logistic regression was used to analyze the relationship between satisfaction with basic services of water, sanitation, refuse and electricity with several predictors including individual factors, household factors, community factors and service-related factors. The most common source of drinking water, toilet facility and refuse disposal method were communal tap (55%) pit latrine (53%) and local authorities (34%), respectively. Approximately 52% of the respondents in the study reported not having access to electricity. Results also show that satisfaction in basic services delivery varies and is influenced by service-related factors. Interventions targeted at improving the quality of basic service provided are essential to meet the targets set out in the sustainable development goals.

The Patient's Perspective and Patient Satisfaction in Labor and Delivery [35N

INTRODUCTION: Clinical and subjective factors affect the patient's perception of labor and delivery, but little is known about how much each factor contributes to patient satisfaction. This study evaluates the correlation between clinical and subjective patient parameters during the intrapartum course and patient satisfaction. METHODS: This is a cross-sectional observational study. Participants completed surveys in the immediate postpartum period. Surveys assessed the patient's perception of intrapartum events and patient satisfaction. Survey responses were compared to patient charts. Logistic regressions determined predictors of patient satisfaction. RESULTS: 332 women completed surveys. Positive subjective factors which predicted patient satisfaction included feeling the provider explained the intrapartum course well (OR 3.47, 95% CI 1.17–10.31, P=.025), patient input into managing labor (OR 2.96, 95% CI 1.46–5.98, P=.002), and increased support during labor (OR 2.45, 95% CI 0.99–6.04, P=.05). Having a birth plan led to less satisfaction (OR 0.49, 95% CI 0.24–0.96, P=.04). Birth classes and feeling pressured by providers in labor were not significant predictors of patient satisfaction. Positive clinical predictors of patient satisfaction included a vaginal delivery (OR 1.97, 95% CI 1.07–3.27, P=.02), but multiparity, advanced maternal age, regional anesthesia, episiotomy, or a postpartum hemorrhage were not significant predictors of satisfaction. Understanding the labor and delivery events predicted high satisfaction (P=.02). CONCLUSION: Patient satisfaction is dependent on patient input into labor, adequate explanations of the labor course, increased support in labor, high patient understanding, and achieving a vaginal delivery.

Emergency Department Ergonomic Redesign Improves Team Satisfaction in Cardiopulmonary Resuscitation Delivery: A Simulation-Based Quality Improvement Approach.

Delivering high-quality cardiopulmonary resuscitation (CPR) requires teams to administer highly choreographed care. The American Heart Association recommends audiovisual feedback for real-time optimization of CPR performance. In our Emergency Department (ED) resuscitation bays, ZOLL cardiac resuscitation device visibility was limited. To optimize the physical layout of our resuscitation rooms to improve cardiac resuscitation device visibility for real-time CPR feedback. A simulated case of cardiac arrest with iterative ergonomic modifications was performed four times. Variables included the locations of the cardiac resuscitation device and of team members. Participants completed individual surveys and provided qualitative comments in a group debriefing. The primary outcome of interest was participants' perception of cardiac resuscitation device visibility. The highest scoring layout placed the cardiac resuscitation device directly across from the compressor and mirrored the device screen to a television mounted at the head of the bed. Comparing this configuration to our standard configuration on a five-point Likert scale, cardiac resuscitation device visibility increased 46.7% for all team members, 150% for the team leader, and 179% for team members performing chest compressions. An iterative, multidisciplinary, simulation-based approach can improve team satisfaction with important clinical care factors when caring for patients suffering cardiac arrest in the ED.

Service Delivery and Customer Satisfaction in the Nigerian Shipping Industry.

This study identifies service quality dimensions influencing customer satisfaction in the Nigerian shipping industry. A survey research design was employed in this study with the Nigerian Ports Authority - Onne Port in Port Harcourt, Rivers state as the population of the study. A purposive sampling technique was used to draw 143 respondents at Onne Port. The findings revealed a significant correlation between service quality and customer satisfaction using the dimensions of service reliability, service responsiveness, assurance of best practice, empathy and tangibility in the Nigerian shipping industry. The study recommended the need for the management of Nigerian Ports Authority to pay attention to service quality and other performance indicators which may lead to customer satisfaction; they also should improve on their expertise towards service quality as well as organising a frequent, sustained and consistent appraisal of effective service quality throughout their operations to enhance customer satisfaction. Finally, there should be internal assessment of service quality dimensions within the staffs and personnel(s) of the Nigerian Port Authority for encouragement and improvement in expertise, since it is not possible to give what you do not have.

Foley catheter for induction of labour: a UK observational study

We conducted a prospective observational study of all inductions using Foley’s catheter at our center between 2016 and 2018. Outcome data collected included induction to delivery time, mode of delivery, complication rates, patient and staff satisfaction. Ninety-nine women were included in our study. Median induction to delivery time was 28.3 h (IQR 19.7–34 h), 20 (20.2%) women required Caesarean section. No relevant complications were recorded. Patients and staff were satisfied with the technique overall.These results show transcervical Foley’s catheter is a safe and effective method of induction of labour in the UK setting. It was shown to be feasible in the outpatient and previous Caesarean section groups.Impact statementWhat is already known on the subject? Foley catheter as an induction agent has already been shown to be as clinically effective as slow release prostaglandins with lower costs.What do the results of this study add? No study has been published on its use for routine inductions in the UK. Our results show that Foley’s catheter is a safe, effective method for inducing labour in the UK.What are the implications of these findings for clinical practice and/or further research? This suggests this technique should be implemented more widely in the UK.

Effects of Massage and Acupressure on Relieving Labor Pain, Reducing Labor Time, and Increasing Delivery Satisfaction.

Several recent studies have documented the effects of massage and acupressure in reducing labor pain and labor time and in satisfaction with the delivery. However, few studies have investigated the comparative effects of these two therapies. The aim of this study was to compare the effects of massage and acupressure on labor-related pain management, duration, and satisfaction with delivery. This randomized controlled trial (n = 120) included three intervention groups (massage only, acupressure only, and massage + acupressure) and one control group, in which patients received no massage or acupressure treatment. A personal information form, Pregnant Watch Form, and Visual Analog Scale (VAS) were used to collect data. Frequency and percentage calculations, chi-square test, Student's t test, Tukey's honestly significant difference test, and one-way variance analysis were used for data analysis. In the latent phase of labor, the mean VAS scores of the massage-only group and massage + acupressure group were lower (4.56 ± 1.36 and 4.63 ± 1.52, respectively) than that of the control group (6.16 ± 1.46; p < .01). In the active and transition phases, the mean VAS scores of the massage-only group, acupressure-only group, and massage + acupressure group were significantly lower than that of the control group (p < .01 and p < .001, respectively). During postpartum, the mean VAS score of the massage + acupressure group was lower (2.30 ± 0.70) than that of the control group (2.96 ± 0.72; p = .003). Cervical dilatation completion time and 1- and 5-minute Apgar scores were similar among all of the groups (p > .05). The three intervention groups reported relatively more positive feelings than the control group, and all three of the interventions were found to be effective in improving satisfaction. The results of this study indicate that the dual application of massage and acupressure is relatively more effective than either therapy applied alone and that massage is more effective than acupressure.

The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city

ABSTRACTThis study is conducted with the general objective of assessing the impact of quality public service delivery on customer satisfaction in Ginbot20 sub-city. To conduct the study correlational research design, and quantitative research approach have been employed. A total of 88 samples both from customers (68) and service providers (20) were selected using simple random sampling and systematic random sampling techniques respectively. Data were collected using questionnaires. Based on the data collected, the study comes up with certain findings. Among the major findings, the perception of customers and service providers on quality service delivery and customer satisfaction is different, responsiveness, tangibility, assurance, and reliability have positively associated with customer satisfaction. However, empathy has negatively associated with customer satisfaction. Generally, the likelihood of customers gets satisfied when there is quality service delivery is 0.84 (84%) while get satisfied with the probability value of 0.038948(3.8948%) in the absence of quality service delivery.

An efficient supplier selection model for pump industry through Best - Worst Method.

Global trend has turned out customers to seek for diverse range of application-based products conferring to their prerequisites. This paper emphasis the supplier selection process in the pump manufacturing industry by adopting zero inventory concept. Major factors such as cost of delivery, capacities, quality, price, stand-alone suppliers, reliability and suppliers profile etc. are the fundamental parameters in the supplier selection process which tends to have a major influence on product delivery and complete satisfaction of the customer. Multi-criteria decision-making (MCDM) technique and best-worst method (BWM) are utilised to avoid ambiguity in supplier selection and improve the on-time receipt (OTR). A novel methodology was developed to analyses supplier selection process and the developed methodology has been validated through a case study.

Exploiting Delay Budget Flexibility for Efficient Group Delivery in the Internet of Things

Further accelerated by the Internet of Things (IoT) concept, various devices are being continuously introduced into diverse application scenarios. To achieve unattended updates of IoT smart object(s), there remains a challenging problem concerning how to efficiently deliver messages to specific groups of target nodes, especially considering node mobility. In this paper, the relay selection problem is investigated on the basis of directional movement with randomness (e.g., typically associated with the searching or migrating behavior of animals). Unlike numerous works tackling one-to-one communication, we focus on efficient group delivery (one-to-many). A two-level delay budget model is considered to reflect the flexibility of delay tolerance, which brings potential efficiency gains for group delivery compared with using a single budget boundary. Following the description of the system model, a combinatorial bi-objective optimization problem is formulated and solutions are proposed. Simulation results show that the greedy algorithm can achieve comparable performance to an evolutionary algorithm when the delivery satisfaction outweighs efficiency. Furthermore, we show that our proposed greedy scheme can outperform the state-of-the-art when the delivery efficiency becomes increasingly important.

Intercultural Sensitivity and Communication Competence of Healthcare Professionals in Oral and Dental Health Center: a Case Study in Turkey

Oral and dental health services in Turkey is open to international competition and a rapidly growing sector within the scope of health tourism. It is very important to maintain patient satisfaction and patient loyalty in service delivery. It is known that patient and patient relatives care about attitudes and behaviors of health workers and this experience is effective in the choose of physicians or health institutions. The aim of this study is to determine the intercultural sensitivity and communication competencies of employees in a private oral and dental health clinic in Denizli which is one of the most important tourism centers of Turkey. In this study, the Intercultural Sensitivity Scale, in which individuals evaluated themselves, was used to measure intercultural sensitivity. This scale, which was developed by Chen and Starosta (2000) and included five emotional dimensions required to be sensitive to interculturalism, was translated into Turkish by Kurban et al. (2011) and evaluated the psychometric suitability. Communication Competence Scale, which was developed by Wiemann (1977) and translated into Turkish, validity and reliability of the communication competence by Koca and Erigüç (2017) was used. Data were collected online via Google docs during January and February 2019. According to the findings of the study, it was observed that the intercultural sensitivity and communication competencies of the health workers were high and the highest score was the enjoyment of communication dimention (4.10±0.74) in the scale of intercultural sensitivity and the compliance adequacy dimention (4.13±0.97) in the communication competence scale.

Intercultural Sensitivity and Communication Competence of Healthcare Professionals in Oral and Dental Health Center: a Case Study in Turkey

Oral and dental health services in Turkey is open to international competition and a rapidly growing sector within the scope of health tourism. It is very important to maintain patient satisfaction and patient loyalty in service delivery. It is known that patient and patient relatives care about attitudes and behaviors of health workers and this experience is effective in the choose of physicians or health institutions. The aim of this study is to determine the intercultural sensitivity and communication competencies of employees in a private oral and dental health clinic in Denizli which is one of the most important tourism centers of Turkey. In this study, the Intercultural Sensitivity Scale, in which individuals evaluated themselves, was used to measure intercultural sensitivity. This scale, which was developed by Chen and Starosta (2000) and included five emotional dimensions required to be sensitive to interculturalism, was translated into Turkish by Kurban et al. (2011) and evaluated the psychometric suitability. Communication Competence Scale, which was developed by Wiemann (1977) and translated into Turkish, validity and reliability of the communication competence by Koca and Erigüç (2017) was used. Data were collected online via Google docs during January and February 2019. According to the findings of the study, it was observed that the intercultural sensitivity and communication competencies of the health workers were high and the highest score was the enjoyment of communication dimention (4.10±0.74) in the scale of intercultural sensitivity and the compliance adequacy dimention (4.13±0.97) in the communication competence scale.