Enhance Service Quality Research Articles

Analysis of skin health management through telemedicine and mobile health in dermatology in the post-COVID era

Mobile health has made significant strides in the field of tele-dermatology (TD) following the developments post the COVID-19 pandemic. The application of telemedicine and mobile health to dermatology holds the potential to enhance the quality of healthcare for citizens and streamline workflows in the healthcare domain, hence this subject is of great importance. This research encompasses the last three years. A comprehensive overview examining the opportunities, perspectives, and encountered challenges regarding the integration of TD with mHealth has been provided. The narrative review methodology is based on (I) conducting research via PubMed and Scopus, and (II) conducting compliance assessment using the proposed parameters. The outcome of the research indicates rapid progress in the integration of TD with mobile health during the COVID-19 pandemic. This integration has facilitated the monitoring of dermatological issues and allowed for remote specialist visits, thereby reducing face-to-face interactions. Artificial intelligence and mobile applications have empowered citizens to take a more active role in their own healthcare, which is distinct from other imaging areas where information exchange is limited only to professionals. Opportunities that TD can offer in the field of mobile health include enhancing service quality, increasing the efficiency of healthcare processes, reducing costs, and providing more accessible care. This is applicable not only to conditions like acne, vitiligo, psoriasis, and skin cancers but also to other conditions. Integration with artificial intelligence and augmented reality (AR), along with the use of wearable sensors, are expected as future developments. However, the integration of TD with mobile health brings along issues and challenges related to regulation, ethics, cybersecurity, data privacy, and device management. These issues, along with the involvement of citizens in the process, should be addressed by scientists and policymakers.

Satisfaction-based patient classification: Improving the quality of healthcare services

ABSTRACT Patient satisfaction is crucial for evaluating healthcare quality. However, its potential as a patient classification strategy remains to be explored, leaving healthcare institutions without clear guidance in this regard. This study introduces a comprehensive approach for classifying health service patients based on their satisfaction levels with the aim of enhancing service quality and overall patient experience. The proposed model involved five key steps: questionnaire, data analysis, classification analysis, classification function, action and check. The analytical support for this approach was derived from factor analysis, k-means clustering, and multiple discrimination analysis. In this study, 288 valid responses were collected from medical and dental clinics in Brazil, which comprised a convenience sample. This approach identified four quality factors – interaction, physical environment, service outcome, and waiting time – and two patient groups based on satisfaction levels, highlighting service outcome and waiting time as pivotal factors in patient clustering. This study addressed the challenges of identifying target patient groups and classifying them to enhance satisfaction while maintaining the quality of healthcare services. Future studies could replicate this methodology by incorporating variables that capture client-specific organizational relationships. This will contribute to refining strategies for enhancing service quality and patient satisfaction in diverse healthcare settings.

Exploring Patient Satisfaction with Hospital Services Using SERVQUAL: A Case Study in Bandarlampung Municipality, Indonesia

Research Aims: The research of hospital quality service in Indonesia by using SERVQUAL is limited in the literature. This research aims to analyze the dimensions necessary for hospitals to enhance service quality to meet the standards expected by stakeholders, hospital management, government, the academic community, and patients. Design/methodology/approach: The research employs a survey method, distributing questionnaires to hospital patients as research tool. The study population comprises hospital users in Bandarlampung Municipality, with purposive sampling utilized for selection. Respondents were given the option to complete a questionnaire before leaving the hospital or online via email or WhatsApp for those discharged. Research Findings: The findings reveal that dimensions of hospital service quality, including infrastructure, administrative procedures, overall patient experience, and hospital social responsibility, significantly influence patient’s satisfaction in hospitals in Bandar Lampung. However, the quality of human resources and security procedures do not exhibit a significant impact on patient’s satisfaction. Theoretical Contribution/Originality: This research expands the application of the SERVQUAL model beyond its traditional domains by analyzing hospital service quality within the Indonesian context. The study identifies critical dimensions such as infrastructure, administrative procedures, overall patient experience, and hospital social responsibility as significant predictors of patient satisfaction. By understanding these challenges, context-specific strategies for enhancing service delivery can be developed. Keywords : hospital services, patient satisfaction, human resources

The Mediating Role of Service Quality in System Trust and E-Government Adoption in Jordan

This study investigates the factors influencing e-government adoption in the Great Amman Municipality, emphasizing the roles of system trust and service quality. Utilizing the Unified Theory of Acceptance and Use of Technology (UTAUT) framework, data were collected from 389 employees through a structured questionnaire. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed to validate the measurement model and test hypothesized relationships. The findings reveal that system trust significantly impacts e-government adoption intentions both directly and indirectly through service quality, which acts as a mediator. Service quality itself is a critical determinant of adoption intention. The combined effect of system trust and service quality explains 56.7% of the variance in adoption intentions. These results underscore the importance of building trust and enhancing service quality to boost e-government adoption rates. The study offers valuable theoretical and practical insights, suggesting that robust cybersecurity measures, transparent communication, and continuous service improvement are essential strategies for encouraging e-government adoption. Future research should explore these relationships in diverse contexts and include longitudinal, qualitative, and comparative studies to provide a comprehensive understanding of e-government adoption dynamics.

Implementation of Innovative Healthcare Infrastructure Projects: the Experience of Spain

The article focuses on the implementation of innovative healthcare infrastructure projects, with a pilot case in Spain. It emphasizes the critical role of innovation and advance capabilities systems for healthcare for enhancing service quality and creating productive environments aligned with sustainable development principles. The article demonstrates the complexity of implementing social projects and the problems of their dissemination. It explores the key elements of implementing innovative healthcare infrastructure projects (using the example of health-oriented advanced lighting in medical facilities). The methodology incorporates a comprehensive analysis of current lighting technologies in medical institutions and their impact on both staff and patients. The study explores the adoption of biodynamic lighting systems, which adapt to human circadian rhythms, thereby contributing to health and well-being. The methodology incorporates a comprehensive analysis of current lighting technologies in medical institutions and their impact on both staff and patients. The article discusses the project CHRONOlight, implemented in a central Hospital, aiming to develop and optimize a biodynamic lighting system. The project serves as a model for integrating innovative lighting solutions in healthcare facilities, showcasing the potential for significant improvements in patient care and worker productivity. The findings suggest that innovative lighting technologies are essential for advancing healthcare infrastructure towards more sustainable and effective practices. The emphasis is on the necessity of engaging stakeholders in the implementation process of innovations, and their characterization is described using the CHRONOlight project as an example. The need for using a project communication management model is highlighted, and a model for managing project communications for CHRONOlight is proposed. Статтю розміщено в рамках грантової програми ГО «НАУКОВО-ОСВІТНІЙ ІННОВА-ЦІЙНИЙ ЦЕНТР СУСПІЛЬНИХ ТРАНСФОРМАЦІЙ» за підсумками Конкурсу індивідуальнихгрантів «Ініціатива підтримки науковців» https://reicst.sgv.in.ua/index.php/naukovi-osvitniproekti-b/grantovi-programi/79-konkurs-individualnikh-grantiv-initsiativa-pidtrimki-naukovtsiv

The implementation of Importance Performance Analysis (IPA) to determine the quality of service towards the tourists’ expectations of Al-Fatih tour & travel

Improving service quality to meet diverse tourist expectations. Importance-Performance Analysis (IPA) is an effective method for evaluating and enhancing service quality. Significant transformations in the tourism industry involve global mobility, technology, and changing customer preferences. Tourists now expect friendly personal interactions, fast service, and experiences tailored to their needs. Holistic and structured assessments are required to identify areas needing improvement and to allocate resources effectively. IPA helps BPW management set priorities and improvement strategies based on the differences between the importance and performance of service elements. This study aims to implement IPA in evaluating services at Al-Fatih Tour Travel, highlighting nine priority services that need enhancement to meet tourists' expectations. The results using the IPA Cartesian diagram show nine priority services to be improved in quality: (1) Environmental conditions, (2) Appearance, (3) Accuracy in fulfilling promises, (4) Booking and delivery services, (5) Fast and accurate service, (6) Readiness to provide service, (7) Providing a sense of security, (8) Knowledge and skills according to their field, (9) Treating tourists with full attention.

Analisis Pengaruh Harga, Kualitas Jasa, dan Promosi terhadap Kepuasan Pelanggan dalam Menggunakan Jasa Laundry (Studi Kasus pada Laundry Kilat Pak Edy di Bandar Lampung)

This study aims to examine the effect of price, service quality, and promotion on customer satisfaction at Pak Edy's Express Laundry. Primary data were collected through interviews and questionnaires distributed to all customers of Pak Edy's Express Laundry. A purposive sampling technique was used to obtain a sample of 100 respondents. Descriptive analysis and multiple linear regression were conducted using SPSS 26 software. The results showed that price, service quality, and promotion positively affect customer satisfaction both partially and simultaneously. The service quality variable has the most significant impact on customer satisfaction compared to the other variables. This indicates that enhancing service quality can substantially increase customer satisfaction.

Analisis Kualitas Pelayanan Kesehatan di Puskesmas Porong Kabupaten Sidoarjo

Public service is crucial for fulfilling community basic needs, particularly in healthcare. Puskesmas Porong, a healthcare institution in Sidoarjo District, serves as the primary focus of this study. With a vision to provide quality and professional healthcare services to the community, Puskesmas Porong plays a pivotal role as the primary healthcare center in Porong Subdistrict. Despite adequate facilities including 46 inpatient beds and coverage of 10 surrounding villages, challenges persist. High patient influx poses significant issues such as long waiting times for services, attributed to insufficient staff and resources. Moreover, limited community participation in providing feedback is a concern, hindering the identification of issues and optimal solutions for healthcare service improvement.This qualitative research aims to analyze healthcare service quality at Puskesmas Porong, employing interviews with key stakeholders including the head of the health center, medical staff, administrative personnel, and patients. Additionally, observation and documentation methods were utilized to gather comprehensive data on service provision, patient satisfaction, and facility conditions. Results reveal that while operational procedures are generally adhered to, discrepancies exist between management perceptions and patient experiences. Patients highlight shortcomings in BPJS utilization, medical equipment adequacy, and diagnostic accuracy, underscoring the need for targeted improvements to enhance service quality and community trust.

Railway Service Dynamics: Factors Shaping Customer Satisfaction in Indian Railways

This paper explores how customer satisfaction and service quality are perceived in the context of Indian Railways, focusing on factors that significantly influence passenger experiences. Drawing from both extensive literature and empirical data collected through a structured questionnaire from 305 respondents in Vijayawada, the study identifies key elements such as punctuality, cleanliness, ticketing procedures, staff behavior, and overall service reliability. Analysis using ANOVA reveals varying impacts of these factors on customer satisfaction across different service dimensions. While punctuality and staff behavior emerged as significant influencers, amenities like seating comfort and digital services showed less impact. Managerial implications highlight the importance of customer-centric strategies, staff training, and infrastructure improvements to enhance service quality and passenger satisfaction. The study concludes with suggestions for future research, emphasizing the need for exploring additional variables and conducting longitudinal studies to track changes in customer perceptions over time. This research not only enriches understanding of service quality in Indian Railways but also offers insights applicable to global transportation systems.

Một số giải pháp hoàn thiện công tác quản trị chất lượng toàn diện tại ngân hàng

Facing intensifying competition from domestic and foreign banks, enhancing service quality and customer satisfaction is a prerequisite for Vietnamese commercial banks (VCBs) to ensure sustainable development. Total Quality Management (TQM) has emerged as a breakthrough solution, providing the key to success in this challenging landscape for all organizations, regardless of industry.TQM is a management model that starts with leadership commitment, through communication and the involvement of all members of the organization to build a customer-centric culture together, towards the common goal of the organization is to develop and develop sustainably through continuous improvement of product/service quality, meeting customer needs and increasing competitiveness.Therefore, the effective application of TQM will help VCBs create a customer-centric culture, improve operational efficiency and optimize profits. Using a theoretical research method, the author has synthesized and analyzed data from many reputable sources such as documents, books, newspapers, and specialized journals. Thereby, analyzing the current status of TQM application in VCBs, comprehensively evaluating the strengths and weaknesses, and proposing a number of solutions to improve the work of total quality management in VCBs.

Influence of nursing services and facilities on the satisfaction level of BPJS Patients in the inpatient ward of Wajo health Center

Overview: The research conducted at the Wajo Health Center in Baubau City in 2023 aims to evaluate the impact of nursing services and facilities on the satisfaction of BPJS patients. Using an analytical cross-sectional approach, this study involved 42 patients selected through accidental sampling. Primary data were collected through survey questionnaires, while secondary data were obtained from the health center's medical records. Body of Knowledge: This study evaluates the influence of nursing services and health facilities on BPJS patient satisfaction as a key indicator of the effectiveness of the National Health Insurance. The research highlights the importance of improving service quality and health infrastructure to achieve equitable health coverage in line with the WHO's Universal Health Coverage goals. Methods: The study employed an analytical cross-sectional design at the Wajo Health Center in Baubau City from May to June 2023. Out of a population of 55 patients, 42 were selected via accidental sampling. Primary data were gathered through questionnaires and analyzed using univariate, bivariate, and Chi-Square statistical methods. Ethical considerations were maintained by ensuring informed consent, anonymity, and data confidentiality. Results: The majority of respondents were female (81%), predominantly aged 20-29 years (54.8%), and had a high school education (57.1%). Most were housewives (66.7%). There was a high level of satisfaction with nursing care (71.4%) and health facilities (81%). Bivariate analysis showed a significant relationship between satisfaction with nursing services (X² = 10.438, p = 0.005) and health facilities (X² = 12.101, p = 0.003) and BPJS patient satisfaction. Recommendation: It is recommended to enhance service quality through regular training for medical personnel to improve interpersonal and clinical skills. Periodic evaluations of health infrastructure are necessary to ensure reliability. Continuous support from management is required for ongoing improvements, ensuring that health service standards meet BPJS patient expectations.

Integrating Inventory Management and Distribution: A Holistic Supply Chain Strategy

This study/research delves into an integrated approach to inventory management, shedding light on various inventory management technologies applicable across different industries and distribution systems. The overarching goal is to attain a competitive edge by reducing costs and enhancing service quality. It underscores the significant impact of total logistics costs, encompassing transportation, facility, and inventory expenses, on a company's competitiveness. By harmonizing inventory and distribution policy decisions, businesses can streamline costs and enhance their ability to respond effectively to market demands. The effectiveness of this integration is illustrated through a practical example involving a scenario of single supply and multiple demands. Moreover, the study examines the pivotal role of Vendor Managed Inventory in optimizing inventory management throughout the supply chain. Additionally, it explores the utilization of the Traveling Salesman Problem to streamline transportation expenses. Through the adoption of this integrated approach, organizations can realize cost efficiencies and bolster their responsiveness, ultimately strengthening their competitive position within the industry.

WHY ARE INTERNATIONAL TOURISTS SATISFIED WITH ECOTOURISM IN THE MEKONG DELTA, VIETNAM?

The satisfaction of tourists plays a crucial role in the success of a tourist destination. This study aims to demonstrate factors influencing the satisfaction of international tourists with ecotourism in the Mekong Delta, Vietnam. The study employs a convenient sampling combined with direct interviews of 256 international tourists who have experienced ecotourism services in the Mekong Delta region of Vietnam. Quantitative analysis methods used in the study include testing the reliability of the scale using Cronbach’s alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and covariance-based structural equation modeling (CB-SEM). The research results have proven 06 factors influencing the satisfaction of international tourists with ecotourism in the Mekong Delta, including trust, responsiveness, assurance, empathy, tangible facilities, and local characteristics. Among these, the local characteristic factor has the most impact on the satisfaction of international tourists with ecotourism in the Mekong Delta. The research results will provide managerial implications to enhance service quality and improve the satisfaction of international tourists with ecotourism in the Mekong Delta region, Vietnam.

The Effect Of Service Quality And Price On Satisfaction Mediated By Priority Customer Purchasing Decisions At Permata Bank Jewel South Jakarta Branch

This study investigates the influence of service quality, price, and purchasing decisions on customer satisfaction. The findings indicate that service quality positively impacts customer satisfaction, with improvements in service quality leading to higher customer satisfaction. Similarly, price has a positive effect on customer satisfaction, where appropriate pricing strategies enhance customer satisfaction. Additionally, purchasing decisions are shown to positively influence customer satisfaction, suggesting that effective purchasing decisions increase customer satisfaction. The research further reveals that service quality positively affects purchasing decisions, indicating that better service quality encourages favorable purchasing decisions. Price also demonstrates a positive effect on customer satisfaction, reinforcing the importance of strategic pricing. Moreover, the study highlights the mediating role of purchasing decisions in the relationship between service quality and customer satisfaction, as well as between price and customer satisfaction. In summary, the study concludes that enhancing service quality and adopting strategic pricing can significantly improve customer satisfaction, with purchasing decisions serving as a key mediating factor in these relationships.

Enhancing Service Quality of On-Demand Transportation Systems Using a Hybrid Approach with Customized Heuristics

As customers’ expectations continue to rise, advanced on-demand transport services face the challenge of meeting new requirements. This study addresses a specific transportation issue belonging to dial-a-ride problems, including constraints aimed at fulfilling customer needs. In order to provide more efficient on-demand transportation solutions, we propose a new hybrid evolutionary computation method. This method combines customized heuristics including two exchanged mutation operators, a crossover, and a tabu search. These optimization techniques have been empirically proven to support advanced designs and reduce operational costs, while significantly enhancing service quality. A comparative analysis with an evolutionary local search method from the literature has demonstrated the effectiveness of our approach across small-to-large-scale problems. The main results show that service providers can optimize their scheduling operations, reduce travel costs, and ensure a high level of service quality from the customer’s perspective.

Consumer Loyalty and Its Application to MSMEs Sector: Systematic Literature Review

Consumer loyalty is crucial for the survival and sustainability of Micro, Small, and Medium Enterprises (MSMEs). This systematic literature review examines the predictors of customer loyalty, such as service quality, consumer trust, and customer satisfaction. By analyzing previous studies and identifying trends, this review aims to provide recommendations for improving performance through enhanced service quality and more effective marketing strategies, Using 34 articles originating from emerald for analysis. The study emphasizes the importance of developing sustainable and customer-oriented business strategies for MSME stakeholders. While existing research primarily focuses on larger industries, this review suggests applying loyalty-building insights to the MSME sector to drive economic growth. Keywords: Consumer loyalty, Micro, Small, and Medium Enterprises, MSME.

Smart Insertion Strategies for Sustainable Operation of Shared Autonomous Vehicles

As shared autonomous vehicles (SAV) emerge as an economical and feasible mode of transportation in modern cities, effective optimization models are essential to simulate their service. Traditional optimization approaches, based on first-come-first-served principles, often result in sub-optimal outcomes and, more notably, can impact public transport (PT) operations by creating unnecessary competition. This study introduces four insertion strategies within the MATSim model of the Melbourne Metropolitan Area, addressing these challenges. Two strategies optimize SAV operations by considering overall network costs, and the other two make insertion decisions based on the available PT service in the network. The findings show that strategic insertions of the requests can significantly enhance SAV service quality by improving the vehicle load and decreasing vehicle and empty kilometers traveled per ride. The analysis indicates that these strategies are particularly effective for smaller fleet sizes, leading to an increased number of served rides and a more equitable distribution of wait times across the network, reflected in an improved Gini Index. The findings suggest that prioritization-based insertions significantly enhance service quality by prioritizing users with limited access to PT, ensuring that those with fewer PT options are served first, and encouraging a more integrated and sustainable urban transportation system.

The Role of Strategic Planning In Improving Service Quality and Profitability of the Healthcare Industry: A Systematic Review

Strategic planning plays a pivotal role in enhancing service quality and profitability in the healthcare industry. This systematic review synthesizes findings from various studies conducted between 2019 and 2023, exploring the impact of strategic planning on these two crucial aspects. Following the PRISMA 2020 guidelines, the review encompasses journals discussing strategy management in the healthcare industry, ensuring transparency and scientific rigor. The findings underscore the importance of involving employees and stakeholders, including patients, in the strategic planning process, as it increases job satisfaction, commitment, and service quality, while also fostering patient loyalty. Knowledge management, continuous learning, and informed decision-making serve as key factors influencing organizational performance. The strategic planning promotes effective resource allocation and incremental learning, which contribute to improved profitability. Studies consistently demonstrate that well-executed strategic planning positively affects the service quality, patient satisfaction, operational efficiency, cost-effectiveness, and profitability in healthcare organizations. Integrating digital technologies into the strategic planning process supports digital transformation, ultimately enhancing the service quality and profitability. Furthermore, the strategic planning also facilitates successful lean implementations, reducing waste and increasing efficiency. This systematic review highlights the broader implications of strategic planning, including its relationship to human resource management and organizational sustainability. Comprehensive strategic planning that involves the stakeholders, promotes the continuous learning, integrates the technology, and considers the human resources and sustainability is crucial for enhancing the service quality and profitability. Overall, this systematic review emphasizes the significance of strategic planning in the healthcare industry by shedding lights on the best practices, challenges, and key considerations for developing and implementing effective strategies to improve the quality of care, patient satisfaction, and long-term profitability.

Developing ukrainian enterprises using neural networks

The article explores the features of using neural networks for the development of Ukrainian enterprises. It examines the theoretical foundations of neural networks, their history, types, and examples of application in various industries. Special attention is given to analyzing the factors influencing enterprise development, such as technological innovations, economic conditions, organizational changes, competition level, and market conditions. It is shown that technological progress is a key factor in the development of enterprises in the modern world. The current state of development of Ukrainian enterprises is investigated in the context of adapting to new economic conditions, particularly during the war. The war in Ukraine significantly affects the economy, including the business sector. Internal challenges include political instability, economic reforms, workforce shortages due to mobilization, power outages, and the need for modernization of production facilities. External factors include global competition, the influence of international markets, and economic sanctions. Despite the challenging conditions, Ukrainian enterprises have growth opportunities through the implementation of the latest technologies, such as neural networks. The main challenges and opportunities for Ukrainian business are analyzed, and the directions for using neural networks for enterprise development are proposed for each development factor, considering the specifics of business operations in Ukraine. Specific examples of successful implementation of neural networks in the banking sector (PrivatBank), IT companies (SoftServe), and the agro-industrial complex (MHP) are provided. The article analyzes the advantages and disadvantages of using neural networks, such as increased efficiency, forecasting accuracy, service personalization, risk reduction, and challenges related to high costs, integration complexity, lack of qualified personnel, and data quality dependency. The prospects for enterprise development using neural networks are considered: productivity improvement, product and service quality enhancement, efficient resource management, risk reduction, innovative development, market adaptation, and resilience support. It is proven that the use of neural networks has significant potential for transforming enterprises, making them more efficient, flexible, and innovative.

Biometric Breakthroughs for Sustainable Travel: Transforming Public Transportation through Secure Identification

This study investigates the use of biometric technology in public transit to improve trip safety and effectiveness. The incorporation of biometric technology into transit networks improves efficiency and security but also poses substantial challenges of privacy, standardisation, and public acceptability. Conducted via a poll of 25 specialists in Lithuania, the objective was to assess the level of acceptability and practicality of using biometric identification for both drivers and passengers. The results suggest a divided view about the specific demographic that biometric applications should target. However, there is agreement on the considerable potential of these technologies to enhance transportation safety. Face recognition has been the favoured approach due to its non-intrusive nature and simplicity of integration. The statistical research demonstrated significant positive correlations between different biometric approaches, indicating that a multimodal strategy is effective for providing full security coverage. The research highlights the significance of resolving privacy issues, emphasising that public acceptability depends on the open management and strong safeguarding of biometric data. The findings support the deliberate use of biometric technologies in sustainable public transportation, emphasising their ability to improve safety, optimise operations, and even revolutionise the passenger experience. This emphasises the equitable examination of technology, security, and privacy in the progress of sustainable public transportation systems. Biometric technology in public transport, especially for monitoring driver health and ensuring passenger safety, is supported by experts as a means to enhance service quality, reduce accidents, and optimize route planning.