Quality Of Service Delivery Research Articles

Sustainable Waste Management and Service Quality Delivery in Nigeria

Waste disposal, collection and treatment is an indispensable facet in the developmental phases of rural and urban cities across the globe. The accumulation, disposal and treatment of waste in urban centers have become a predicament to both private and public stakeholders in Uyo metropolis, Akwa Ibom State, Nigeria. The objective of this study is to examine sustainable waste management and service quality delivery in Nigeria. The issues to be addressed by this study include; attitude of residents towards waste disposal, non-conformity with modern waste collection/treatment processes, and the waste management infrastructural gaps. The study adopted the 9 Development Band global theory of waste and development - using Integrated Sustainable Waste Management – ISWM approaches, with a model elucidating the effects of waste management on environmental footprint. Descriptive survey technique was adopted in which, questionnaire was administered to 384 respondents in the metropolis, as well as the conduct of in-depth interview to obtain additional information on issues that were not clarified in the structured questionnaire. Data collected from the field were collated and analyzed using Pearson Correlations Analysis Technique, to ascertain the relationship between the dependent and independent variables. The findings of the study revealed unwholesome and unsustainable approaches in waste disposal/management, and suggest effective service delivery approaches in line with the 9DB model ISWM. The study recommends that residents should dispose waste in line with established waste disposal procedures, waste management authorities should adopt efficient and sustainable waste collection and treatment approaches. If these suggestions are implemented; it could reduce the metropolis environmental footprint, mitigate on the current global climate change challenges, and promote the UN-SDG - 11 which anchors on the need for sustainable cities and communities.

Customer Service and Delivery Service Quality of Delivery Service Companies

The development of goods delivery services could be seen from the growth of service companies’ quantity domestically and abroad. People could determine which delivery services they will use based on their will and the service quality. Freight forwarding companies often experience difficulty in retaining delivery services’ loyal customers. The purpose of the study is to analyze the influence of satisfaction, service quality, and customer’s services on customer’s loyalty of the freight forwarder company. The research technique used the Quantitative approach that the survey data was collected and processed using Structural Equation Modeling (SEM) method of AMOS 22 software. This research used 200 purposive sampling of the company’s customers as respondents. The results show that there is direct and indirect influence of customer’s satisfaction, service quality, and customer’s service on customer’s loyalty. Therefore, the role of service quality and customer’s satisfaction has a significant impact on the business continuity of freight forwarding service companies. It means that the freight forwarding company should maintain the customer’s loyalty optimally by increasing customer’s satisfaction through the quality of service provided to customers in order to build the customer’s loyalty.

Effect of Entrepreneurial Competency on Quality Service Delivery

Effect of Entrepreneurial Competency on Quality Service Delivery

MULTIVARIATE PROBIT MODELING OF CLIMATE-SMART ADAPTATION CHOICES AMONG FARMERS IN SUB-SAHARAN AFRICA: GHANAIAN STUDY OF COCOA FARMERS

Climate change and variability pose significant challenges to cocoa production in many sub-Saharan African countries, and Ghana is no exception. Therefore, knowledge of how farmers react to climate change and its variability effects is crucial in developing policies and programs to guide the design and implementation of effective climate-smart adaptation strategies at the farm level in Africa. This study aims to examine climate-smart adaptation choices cocoa farmers make as coping strategies for climate change and variability in Ghana using a multivariate probit modeling approach. Following a multistage sampling procedure, primary data was collected from 720 cocoa farmers across the major cocoa-growing regions in Ghana. The study found major adaptation choices for cocoa farmers to include improved and resistant varieties, optimal fertilizer application, optimal pesticide application, adjusting planting/harvesting dates, shade tree management, crop diversification, non-crop diversification, and off-farm economic diversification. We further observed that farmers’ adaptation choices were significantly influenced by climate change and adaptation-related variables such as rainfall variability index, temperature variability index, climate change impact perception index, and CSA awareness as well as agroclimatic zone effects. Concerning the influence of farmer and farm-specific variables, the study identifies that sex, age, education, farm size, quality of extension services delivery, access to credit, and membership in farmer groups were significant predictors of farmers’ CSA decision choices. This study offers beneficial insights for policymakers and stakeholders on how to promote climate-smart adaptation methods among cocoa farmers in Ghana.

A Case Study on the Community ART Group Model of Care: Does It work for People Living with HIV and Healthcare Service Providers in Lesotho

The Community ART Group (CAG) model is a community-led model implemented to support people living with HIV to address barriers to HIV treatment continuity which remain a challenge in Lesotho. This study sought to explore the perspectives of people living with HIV and that of the healthcare service providers, regarding the CAG model in selected health facilities in Lesotho. An explorative descriptive qualitative study was conducted among purposively selected 20 people living with HIV and 8 healthcare service providers at 3 healthcare facilities. Qualitative data were collected through face-to-face in-depth interviews using semi-structured interview guides. All interviews were audio-recorded and transcribed verbatim. Thematic analysis was used following an inductive approach and sub-themes and themes were developed. The CAG model was relevant and acceptable to most of the respondents. They felt that it provided support to people living with HIV, promoted good adherence to treatment, improved treatment access, reduced transport costs, saved time, and reduced stigma. Good retention, favorable clinical outcomes and decongestion of health facilities were identified as key achievements linked to the CAG model. Age, proximity to the health facilities, readiness to disclose positive HIV status, availability of a variety of differentiated service delivery models, family support, and the level of trust emerged as factors affecting the acceptability of the model. Conflicts arising among members of the groups compromised service delivery quality and insufficient resources emerged as challenges. The results confirmed that the Community ART Group model can deliver intended peer-led support to People Living with HIV, resulting in the achievement of favorable clinical outcomes. It is therefore recommendable to consider investing in this community-led model for a sustained HIV response in the country.

Evaluation of home health services provided to children in Batman province

Aims: To evaluate the home health services provided to children in Batman, a province in the Southeastern Anatolia Region of Turkiye, where the birth rate and consanguineous marriages are high. Methods: For this descriptive and cross-sectional study, data from 460 patients aged 0-18 years who received services from the Home Health Unit of Batman Training and Research Hospital between January 10, 2018, and January 10, 2023, were retrospectively scanned through the Hospital Information Management System. Results: 57.6% of the patients were male and 42.4% were female. The mean age of the patients was 10.64±4.5 years; the proportion of patients aged 0-6 years was 20%, 7-12 years was 41.1%, and 13-18 years was 38.9%. Mental retardation was observed in 15%, cerebral palsy in 42.8%, hydrocephalus in 7.8%, epilepsy in 17%, spina bifida/meningocele/meningomyelocele in 4.1%, neuromuscular and motor disorders (paresis/plegia, etc.) in 10.4%, and osteogenesis imperfecta in 3%. While 99.6% of reasons for physician visits were non-emergency, the most common reason for visits by non-physician health personnel was dressing and monitoring of fever, pulse, and blood pressure, at 94.8%. The proportion of patients in need of nursing services was 98.7%; the proportion of patients with pressure sore signs was 87.8%; and the proportion of fully dependent patients was 93.9%. Conclusion: To provide home health services more effectively and efficiently, it is necessary to increase social awareness, improve health literacy to eliminate regional differences, and expand telehealth applications. For better quality service delivery, it is of vital importance to provide periodic training to those engaged in patient care, especially on managing bed sores. In this way, home health services for children can become more accessible and effective.

Assessment of infrastructure and manpower as per IPHS guideline of the primary health centers in a district of Maharashtra: a descriptive study

Background: Primary health care is provided through PHCs. Primary health care includes the curative care for the diseases, preventive, promotive and rehabilitative care to the specified population of the defined area. The aim of the study was to assess infrastructure and manpower at primary health care centres as per IPHS guidelines. Methods: This was a cross-sectional descriptive study conducted in 13 PHCs randomly selected, 1 from 13 blocks of Buldana district. A face-to-face interview was conducted using the semi structured questionnaire. Results: The 13 PHCs have MBBS medical officer. There are 10 (77%) PHC having their own building. The infrastructure for counselling room and health and wellness room is available at 11 (85%) PHCs. Major of the gap in human resource was seen in staff nurse (54%), pharmacist (23%), lab technician (46%), health assistant female (15%), counsellor (85%), dresser (77%), Data entry operator DEO (77%). Interrupted drug supply was reported for some drugs. Conclusions: The infrastructure at PHC needs to be improved and manpower at PHC can be filled up for better quality of health services delivery.

Urgency of management and supervision guidance and counseling in an effort to create responsive and quality services

This study investigates the importance of management and supervision in ensuring the quality and success of school counseling programs. Effective management practices involve planning, organizing, and overseeing counseling services to ensure they align with students' needs and deliver effective, efficient, and high-quality support. Supervision provides counselors with essential guidance, monitors service delivery quality, and promotes professional development through skill improvement and problem-solving. This collaborative approach fosters communication, accountability, and continuous program improvement. Ultimately, strong management and supervision empower counselors to deliver high-quality services that benefit students, parents, and school staff

Analisis Kepuasan Mitra Driver Gojek Terhadap Aplikasi Gopartner Dengan Metode End User Compunting Satisfaction (EUCS)

GoJek's GoPartner application has many obstacles so this application does not fully provide service satisfaction to driver partners. The problem is the high level of complaints from driver partners on the GoPartner application which has the potential to reduce the quality of delivery services. Based on concerns and facts in the field regarding the GoPartner Application, it is necessary to analyze the satisfaction of Gojek driver partners as an object to find out what factors influence user satisfaction. This research aims to analyze the satisfaction of Gojek driver partners with the GoPartner application. This research was conducted by taking a sample of 94 drivers in the Kebagusan and Jagakarsa areas. The research results show that all factors simultaneously have an influence on user satisfaction. However, in the results of this research, there are only 3 variables that show that accuracy, format and timelines have a significant effect on user satisfaction, therefore there is a need to improve and increase several factors that have not had a significant effect, namely the Content and Ease of use variables due to these factors. is very important in influencing the satisfaction of GoPartner application users, so that in the future Gojek driver partners can provide maximum service

The Effect of Delivery Services and Service Quality on Consumer Trust in Tiktok Online Stores

The Effect of Delivery Services and Service Quality on Consumer Trust in Tiktok Online Stores

Staff and client preferences for the design and delivery of an outcomes monitoring system in a mental health service.

Outcome monitoring can support the delivery of quality service that meets the needs of clients, clinicians and services. However, few studies have examined client or staff perspectives on the design and implementation of outcomes monitoring within a service. Implementation of outcomes monitoring requires understanding the preferences and expectations of relevant stakeholders. Informed by the Consolidated Framework for Implementation Research, this study aimed to investigate the preferences and priorities of relevant staff, clients and family members to inform the design and implementation of an effective outcomes monitoring system in the context of a mental health service for military veterans and their families. Twenty-nine staff participated across five online focus groups, including clinical staff, peer workers, policy staff and supervisors. Ten clients participated in online or telephone semi-structured interviews. Thematic analysis was used to develop themes from the data. Clients and staff agreed that outcomes monitoring should cover more than symptoms, particularly by incorporating functional outcomes. Assessing mental health over time was considered a valuable tool for supporting treatment processes and providing actionable information. Challenges identified by clients and staff included the need for efficient processes, ensuring measures are relevant and acceptable, and maintaining client privacy. The ability to personalise data collection and have a streamlined, responsive system were key attributes of a quality outcomes monitoring framework. Findings suggest that an effective outcome monitoring framework should be client-led, tailored to the individual's needs, and provide feedback on progress. Outcomes monitoring should also be efficient, accessible and allow for safe information sharing.

INTEGRATION OF QUALITY, CUSTOMER SATISFACTION, AND MANAGEMENT IN THE PROVISION OF TOURISM SERVICES

In recent years, the tourism industry has undergone significant changes amidst intense competition and the rapid evolution of customer preferences. In this dynamic context, the quality of tourism services, customer satisfaction, and managerial involvement are crucial aspects for the success of economic entities in this field. The purpose of this study is to investigate the interdependencies among these three aspects and their impact on organizational performance in the provision of tourism services. By integrating empirical data and relevant theory, this article aims to provide a deeper understanding of the dynamic relationships between quality, satisfaction, and management in the specific context of the tourism industry. This article will outline the fundamental theoretical basis, highlighting previous research and relevant theories, detail the methodology used to investigate the relationships between quality, satisfaction, and management in tourism service delivery, present the findings obtained, and finally, draw conclusions and discuss the implications of this study for managerial practice and future research in the field of tourism service provision.

“What Goes on Tour, Shouldn’t Stay on Tour”: Composite Vignettes of the Challenges of Being on Tour, Emotional Labor, and Self-Care for Sport Psychology Practitioners

Sport psychology practitioners (SPP) are often required to work unsociable hours and in atypical settings (e.g., during transport, in a gym or canteen). To maintain competence while facing the demands of their role, SPPs regulate their emotions and demonstrate emotional performativity in line with perceived role requirements. Grounded in the first author’s experiences, we critically reflect on how being on tour exacerbated these professional challenges wherein the demands became more prevalent and pervasive across time and settings, leading to negative emotional (e.g., burnout) and professional (e.g., poor quality of service delivery) outcomes. In two composite vignettes, we illustrate the impact the demands of touring can have in the face of significant emotional labor and the absence of adequate SPP self-care. Finally, we share several lessons learned, pragmatic self-care strategies, and implications for SPPs and supervisors, and offer our vignettes as a developmental resource to be used in education and training.

Fostering Employee Engagement through Innovative Leadership: Lessons from Tanzanian Public Secondary Schools

This article investigated the influence of innovative leadership on employee engagement in Tanzanian public secondary schools. Specifically, the study explored whether innovative leaders could influence organisational commitment and job involvement among employees. Conducted in three regions of mainland Tanzania, the cross-sectional survey adopted a positivist philosophy suitable for hypothesis development. Data was gathered from 386 teachers using structured, closed-ended questionnaires with a 5-point Likert scale. Structural Equation Modelling (SEM) with AMOS 23 was used for data analysis. The results revealed that innovative leadership significantly enhances both organisational commitment and job involvement among teachers. The study underscores the need for school heads to adopt innovative practices to engage teachers effectively. Social Exchange Theory (SET) is applicable in this context due to the reciprocity observed in teachers’ engagement and involvement. It is recommended that leaders in all sectors should innovate to enhance employee engagement, ensuring organisational sustainability and quality service delivery.

Clients’ Satisfaction with the Services of the National Health Insurance Scheme at the Moddibo Adama University Teaching Hospital, Yola, Adamawa State

Background: Worldwide, patient satisfaction is one of the cardinal indices for evaluating the quality of healthcare service delivery and the effectiveness of a healthcare system. As consumers of healthcare services, patients have expectations that need to be met. Objective: To assess clients’ satisfaction with the quality of care rendered through the National Health Insurance Scheme in a Nigerian Specialist Medical facility. Methods: This was a descriptive, cross-sectional study of 403 respondents selected randomly from NHIS enrolees attending the Federal Medical Centre, Yola. The study assessed the enrolee's level of satisfaction at the various service points using a self-administered, semi-structured questionnaire. Results: The overall average satisfaction score was 61.0.%. The satisfaction score on the various aspects of service was as follows: hospital environment/cleanliness (87.9%), doctors’ consultation (74.2%), reception/registration (69.5%), laboratory services (64.3%), waiting time (64.2%), staff attitude (60.5%), and availability of prescribed drugs (48.2%) been the lowest. Conclusion: Overall, patients' satisfaction with the services provided was good, with the hospital environment/cleanliness rated highest and the availability of prescribed drugs the lowest. The current level of patient satisfaction needs to be improved by making drugs more available in the NHIS pharmacy and improving the attitude of staff to work and clients.

Patients’ satisfaction with services in HIV clinic at a public tertiary health institution in Ogun State, Nigeria: Patients-providers perspectives

Objective: This study assessed HIV patients´ satisfaction, factors associated with patients´ satisfaction and gaps in the quality of health care service delivery in a virology clinic in Ogun State, Nigeria. Methodology: A cross-sectional study design using mixed methods was used for the study. Three hundred and fifty adult HIV patients on HAART for uninterrupted six months were selected by multistage sampling technique. The Chi-square test was used to assess associations between categorical variables. The p-value used was 0.05. The key informants that were interviewed were the clinic manager, the clinic consultant, the adherence counsellor and the clinic pharmacist. Thematic analysis was done on the key informant interviews. Results: The mean satisfaction scores were high for confidentiality (4.24±0.97), overall care (4.17±0.56) and accessibility of care (4.09±0.82). Waiting time (mean of 3.35±0.42 minutes) and hospital environment (mean of 3.97±0.74) had the lowest mean satisfaction scores. Factors associated with satisfaction were patients’ income (p = 0.001), occupation (p = 0.001) and gender (p = 0.007). The key informants identified long waiting times in the clinic, shortage of manpower, inadequate financial support for patients and inadequate technical support for clinic activities as aspects of care for improvement. Conclusion: In this study, patients expressed a high level of satisfaction with the quality of care and the key informants identified challenges that affect optimal care in the clinic. Healthcare quality is a core dimension of health system performance. Continuous patient satisfaction and quality of care evaluations are needed for optimal health system performance.

Analysis of Strategies for Reducing Maternal Mortality Rates (MMR) in Developing Countries: A Meta-Analysis

Introduction: Maternal mortality rate (MMR) remains a significant global health problem, especially in developing countries. This study aims to analyze MMR reduction strategies that have been implemented in developing countries through meta-analysis. Methods: This research uses a meta-analysis design. A literature search was conducted on PubMed, Scopus, and Web of Science databases to identify observational and interventional studies that reported MMR reduction strategies and outcomes in developing countries from 2018 to 2024. Extracted data included study characteristics, intervention strategies, and effect sizes (odds ratio, risk ratio, or mean difference). Meta-analysis was performed using a random effects model. Results: A total of 35 studies involving 1,254,387 participants met the inclusion criteria. The most commonly used strategies were increasing access and quality of antenatal care (6 studies), increasing access and quality of delivery services (6 studies), and increasing access and quality of postnatal care (7 studies). Meta-analysis showed that all these strategies significantly reduced MMR (OR = 0.65, 95% CI: 0.58-0.73; RR = 0.72, 95% CI: 0.65-0.80; MD = -15.8, 95% CI: -20.3 to - 11.3). Conclusion: Increasing access and quality of antenatal, delivery and postpartum services is an effective strategy in reducing MMR in developing countries. Implementing this strategy in a comprehensive and integrated manner is very important to achieve sustainable development goals in reducing MMR.

How Public Service Investment Affects Public Incomes: Evidence from Shanghai, China

The fiscal incentive of public investment has a profound impact on the behavior of local governments. This paper uses Shanghai, China, as a case study to explore the fiscal incentive mechanism of public service investment through heterogeneity analysis and mechanism analysis, utilizing district data from 2005 to 2016. The results reveal three key findings. First, the incentive mechanism of public investment is different between budgetary revenue (BR) and land transferring fee (LTF). The incentive effect on BR is driven by the amount of public investment rather than the quality of public service delivery, failing to effectively motivate local governments to consistently improve public service quality. Second, while the fiscal incentive effects of public investment in central districts rely more on BR, suburban districts are more dependent on land finance. The high dependence on land finance makes local governments tend to pay more attention to the needs of the companies rather than citizens. Third, the proportion of the migrant population and fiscal stress weaken the association between public investment, BR, and LTF but strengthen the link between the quality of public service delivery and LTF. Conversely, the existing stock of public service resources has the opposite effect.

The quality of residential aged care in the context of the Australian aged care reforms: A scoping review.

Australia has been undergoing a major aged care reform process since 2012 focused on consumer-oriented home and community-supported care, but little is known about the impact of these reforms on residential aged care delivery. This study aimed to review research about the quality of residential aged care service delivery during the implementation period of these reforms. The review followed a five-stage scoping review framework and searched five databases for articles published between 2012 and February 2022 (the 10-year implementation period of the reforms). Initial searches identified 495 articles. Articles were imported to Covidence™ for title, abstract and full-text screening. Twenty-two articles were included in the review. Articles were framed using the micro (residents and families)/meso (staff)/macro (governance, government) continuum in the operation of residential aged care facilities. Most articles focused on workforce perspectives. Attention was paid to workforce issues and a limited focus was on consumer experience and expectations. There is a need for an evaluation of the reforms as a vehicle for promoting consumer empowerment. Many contributing factors to quality of care were identified, and there were some quality issues that were contrary to the intended objectives of the reforms. These warrant closer attention.

The Relationship of Employee Engagement, Quality of Work Life and Organizational Commitment with Turnover Intention Nurse from Unand Padang Hospital in 2023

This research was conducted with the aim of analyzing the relationship between the implementation of employee engagement, quality of work life and organizational commitment to nurses at Unand Hospital in 2023. This research was carried out at Unand Hospital throughout 2024 using a mix methods research method . This method was used. This was carried out with the aim of knowing the frequency distribution of the relationship between employee engagement, quality of work life and organizational commitment to the turnover intention of nurses at Unand Hospital and being able to explain this further through informant interviews. The research results then showed that there was a negative relationship between the employee engagement of nurses at Unand Hospital, the lower the level of turnover intention of nurses at Unand Hospital, the quality of work-life of nurses had a negative and significant effect on the turnover intention of nurses at Unand Hospital and organizational commitment had a negative and significant effect on the turnover intention of nurses at Unand Hospital. significant impact on the turnover intention of nurses at Unand Hospital. So this shows that if the implementation of employee engagement , quality of work life and organizational commitment is increasingly improved, the level of turnover intention that occurs will decrease. This was also expressed by nurses who stated their low level of turnover intention. while working at Unand Hospital due to the comfort of work, harmony with co-workers and greater career and study opportunities at Unand Hospital. So it is hoped that Unand Hospital will maintain the quality and quantity of its human resources by increasing employee engagement, quality of work life and organizational commitment so that it has an impact on the quality of service delivery to the public.