Friendly Staff Research Articles

Patient Satisfaction with a Tertiary Hospital in Egypt using a HCAHPS-Derived Survey.

Study DesignRetrograde cross-sectional study.ObjectiveTo assess patient satisfaction and outcomes in polytraumatized patients in EL-Demerdash hospital.BackgroundThis is the first study that assessed patient satisfaction with a tertiary hospital in Egypt. Ain Shams University Surgery Hospital, which is one of the largest hospitals in Egypt and serves millions of patients each year, was the site of the study.MethodsA version of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was used to query 361 patients from November 2015 until July 2018 Survey questions were divided into the following categories: communication with doctors, responsiveness of hospital staff, cleanliness of the hospital environment, quietness of the hospital environment, pain management, communication about medicines, discharge information, overall rating of the hospital, and willingness to recommend the hospital.ResultsA total of 361 patients were interviewed. The results showed both positive and negative levels of satisfaction. The positive results included no delay in admission, friendly staff including nurses and doctors, better patient outcomes regarding pain management and adverse side effects, and the overall rating of the hospital was good, which reflected patient satisfaction. The negative findings were lack of proper communication between the medical staff and patients. Patients indicated they did not get a satisfactory explanation of their prescribed drug doses and drug adverse effects. In addition, they did not get enough instruction on what to do after being released from the hospital.ConclusionThe medical staff at Ain Shams University Surgery Hospital should focus more on the patient’s own preferences and communicate better with patients. We recommended that the hospital organize regular communication skills courses for medical students, physicians, and nurses. Patients should understand the discharge report and indications and side effects of the medications before leaving the hospital.

Exploring consumer loyalty towards brands of safe vegetables in Vietnam

PurposeExpanding the market share of safe food through a modern retail system has faced a lot of difficulties in Vietnam. Thus, a further understanding of consumer behaviour and loyalty towards such food is essential for food retailers. This study aims at exploring segments of consumer loyalty and its influential factors towards safe food brands in the country.Design/methodology/approachBased on a sample of 250 consumers buying safe food in Hanoi city in February 2019, two-step cluster and multinomial logistic regression analyses were applied.FindingsThe results show that four segments of brand loyalty were formed from the interaction between attitudinal and behavioural loyalty as the framework of Dick and Basu (1994), namely, true loyalty, spurious loyalty, latent loyalty and disloyalty. Notably, over 60% of the consumers were in latent loyalty and spurious loyalty, indicating variety-seeking behaviour, multi-brand loyalty or low recognition of the brand. Consumer satisfaction was the most vital motivating consumers to higher loyalty levels. Additionally, brand trust and brand familiarity played significant roles in developing true brand loyalty. An attractive selling store and friendly staff were also important in enhancing brand loyalty.Originality/valueThis study is one of the first to elicit consumer loyalty and identify factors driving the loyalty towards brands of safe food in a developing country like Vietnam.

Barriers and facilitators for clinical trial participation of underrepresented and non-underrepresented fibromyalgia patients: A cross-sectional internet survey

BackgroundThere is a need of well-powered randomized clinical trials in fibromyalgia. However, challenges for recruitment are presented. This study aims to describe and assess the perception of barriers and facilitators and the associated factors for the participation of underrepresented and non-underrepresented fibromyalgia patients. MethodsWe performed an online survey through REDCap (Research Electronic Data Capture) targeting fibromyalgia patients from April 7 to July 3, 2020 during the COVID-19 stay home mandate and it was restricted to the United States of America. We described and compared the survey characteristics between underrepresented and non-underrepresented participants, and we performed logistic regression models to assess the associated factors with clinical trial participation. ResultsIn total, 481 completed the survey including 168 underrepresented fibromyalgia patients. Only (1) 11.09 % reported previous participation in clinical trials and the significant perceived barriers were investigator-related (lack of friendliness of research staff and the opportunity to receive the results) and center-related (privacy and confidentiality policies, and the institution's reputation); (2) the participation rate and perceived barriers and facilitators were similar between underrepresented and non-underrepresented patients; and was positively associated with low income, higher age, and clinical trial awareness from their physician; and negatively associated with the perception of investigator-related barriers; and (4) for the underrepresented population, the presence of emotional support. ConclusionOur findings suggest low rates of participation, regardless of underrepresented population status. Strategies as involving their physician as liaison to increase the awareness of clinical trials, as well as improving patient-researcher communication should be considered in this population.

Seeing faces, when faces can't be seen: Wearing portrait photos has a positive effect on how patients perceive medical staff when face masks have to be worn.

IntroductionSince the onset of the coronavirus disease 2019 (COVID-19) pandemic, wearing surgical face masks has become mandatory for healthcare staff in many countries when interacting with patients. Recently, it has been shown that wearing face masks impairs social interaction by diminishing a person’s ability to read the emotion of their counterparts, an essential prerequisite to respond adequately in social situations. It is easily conceivable that this may have a tangible negative influence on the communication and relationship between patients and healthcare personnel. We therefore investigated whether it has an effect on how patients perceive healthcare professionals when physicians and nursing staff wear portrait photos with their smiling faces in addition to face masks.MethodsDuring the study period of 16 days, the medical staff of our Department wore surgical face masks at all times during any kind of interaction with patients. In a pseudorandomized order, all members of our staff additionally affixed their portrait photos to their work clothes on 8 of the 16 days. After completion of their visit, 226 patients were interviewed anonymously in a cross-sectional study design using a questionnaire in which they rated the following three items: friendliness of staff, medical quality of treatment, and how well they felt taken care of during treatment in our Department.ResultsOn days, on which staff wore photos, mean scores of the questionnaires were significantly higher than on non-photo days (p = 0.013; mean ± standard deviation = 92.8 ± 11.3 vs. 91.0 ± 12.6; median (range) = 97 (98) vs. 96 (76)). When analyzed separately, the increased scores were only significant for the item friendliness of staff (p = 0.009; mean ± standard deviation = 95.8 ± 6.3 vs. 92.2 ± 11.5; median (range) = 98 (39) vs. 97 (54)).ConclusionOur study suggests that the use of portrait photos with smiling faces has a positive effect on how patients perceive healthcare staff.

The Utilization of Sexual and Reproductive Health Services among young people: A cross-sectional study in Greece

Purpose: To explore young people’s experiences of public or private services received for their sexual and reproductive healthcare. Materials and Methods: A cross-sectional study was carried out involving 358 students from vocational post-secondary education during the academic year 2018-2019, using a questionnaire based on the directions of the Youth Friendly Sexual and Reproductive Health Services (SRHS) proposed by the International Planned Parenthood Federation (IPPF). Results: Out of 358 students, only 35(9.78%) visited public health services, while 85 (23.74%) visited both public and private services.  Gynaecologists, in private sectors, were visited by 127 students of whom 34.6% and 33,1% were between the ages of 18-20 and 21-30 years, respectively.  111 students (31.01%) did not use any service. A slight difference between the staff friendliness and the services received between the public and private sectors was observed. Similarly, a marginal lead was apparent in the private sector with regards to availability of appointments, emergencies and privacy. In the public sector, fewer participants were informed of the abortion services available. Conclusions:  The satisfaction rate was quite high regarding healthcare consultation, in both sectors. However, counseling on contraceptive methods, information on the prevention of sexually transmitted infections, and other aspects of sexual and reproductive health were not satisfactorily covered. Finally, participants wished for more counseling and a greater focus on personal concerns.

Problems for small enterprises sector today

Small enterprises are independent companies possessing fewer employees and have huge importance in business sector. Nowadays, being closer to their customers, making decisions faster, having a flexible reaction to sudden changes, friendly staff and with other benefits such businesses are the crucial part of economic infrastructure in the respect of providing employment, creating new job places, accelerating regional development and contributing to the government budget. The article deals with the shortcomings of tiny companies and how to solve them.

Online Ratings of Primary Care Physicians: Comparison of Gender, Training, and Specialty.

The purpose of this study was to explore patient perceptions of primary care providers and their offices relative to their physician’s philosophy (medical degree [MD] vs doctorate in osteopathic medicine [DO]), specialty (internal medicine vs family medicine), US region, and gender (male vs female). Using the Healthgrades website, the average satisfaction rating for the physician, office parameters, and wait time were collected and analyzed for 1267 physicians. We found female doctors tended to have lower ratings in the Midwest, and staff friendliness of female physicians were rated lower in the northwest. In the northeast, male and female MDs were rated more highly than DOs. Wait times varied regionally, with northeast and northwest regions having the shortest wait times. Overall satisfaction was generally high for most physicians. Regional differences in perception of a physician based on gender or degree may have roots in local culture, including proximity to a DO school, comfort with female physicians, and expectations for waiting times.

Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Pemberian Izin Mendirikan Bangunan di Kota Jayapura (Suatu Studi di Dinas Penanaman Modal dan Perizinan Terpadu Satu Pintu)

This studi aims to analyze the Public Satisfaction of Public Service Providing IMB in Jayapura City. Researchers analyzed using 14 indicators based on the KEPMENPAN regulation Number 25 of 2004 concerning Guidelines for Preparation of Comunnity Satisfaction Index consisting of service procedure, service requirements, clarity of service officers, discipline of service officers, responsibility of officers, ability of officers, speed of service, fairness of service, courtesy and friendliness of staff, the fairness of costs, certainty of costs, certainty of schedule, comfort of the environment and security of service. As for the type of research used is descriptive research with a qualitative approach. The results showed that 14 indicators of SMIs used 5 of them identified the quality of public services in the DPMPTSP Jayapura City including service requirements, service ability, speed of service, certainty of schedule and comfort of the service environment. For this reason, there is still a need to improve and improve the quality of public services in DPMPTSP Jayapura City.

TOURIST PERCEPTIONS ABOUT FOOD SERVICE CHARACTERISTICS IN ACCOMMODATION ENTERPRISES: AN IMPORTANTANCE-PERFORMANCE ANALYSIS

This study purposed to evaluate food-service characteristic perceptions according to tourists spending their holidays in accommodations enterprises in the region of Alanya\Okurcalar. The population of the study consisted of 382 people, who were selected through convenience sampling method on voluntary basis. The data obtained through the survey method were evaluated via importance-performance analysis method, which is based on the comparison of the importance of the characteristic of an issue or dimension examined and performance perceptions of these characteristic on a matrix. The characteristic that need to be maintained included hygiene and general cleanliness, courtesy and friendliness of service staff, well-groomed and clean service staff, accommodation enterprises facilities, dining atmosphere and speed of service delivery. The characteristics that need to be concentrated on comprised music and image portrayed, service equipment, menu diversity and menu presentation while the characteristics with low priority consisted of staff service skills and knowledge, food service style, food price and value for money, and product serving. Another remarkable finding of this study is that there were no possible overkills in food services as perceived by tourists. This finding is satisfactory in terms of showing that scarce resources are optimally used in accommodation enterprises.

Identifying Factors Important to Patients for Resuming Elective Imaging During the COVID-19 Pandemic.

PurposeTo identify factors important to patients for their return to elective imaging during the coronavirus disease 2019 (COVID-19) pandemic.MethodsIn all, 249 patients had elective MRIs postponed from March 23, 2020, to April 24, 2020, because of the COVID-19 pandemic. Of these patients, 99 completed a 22-question survey about living arrangement and health care follow-up, effect of imaging postponement, safety of imaging, and factors important for elective imaging. Mann-Whitney U, Fisher’s exact, χ2 tests, and logistic regression analyses were performed. Statistical significance was set to P ≤ .05 with Bonferroni correction applied.ResultsOverall, 68% of patients felt imaging postponement had no impact or a small impact on health, 68% felt it was fairly or extremely safe to obtain imaging, and 53% thought there was no difference in safety between hospital-based and outpatient locations. Patients who already had imaging performed or rescheduled were more likely to feel it was safe to get an MRI (odds ratio [OR] 3.267, P = .028) and that the hospital setting was safe (OR 3.976, P = .004). Staff friendliness was the most important factor related to an imaging center visit (95% fairly or extremely important). Use of masks by staff was the top infection prevention measure (94% fairly or extremely important). Likelihood of rescheduling imaging decreased if a short waiting time was important (OR = 0.107, P = .030).ConclusionAs patients begin to feel that it is safe to obtain imaging examinations during the COVID-19 pandemic, many factors important to their imaging experience can be considered by radiology practices when developing new strategies to conduct elective imaging.

Correlation of Online Physician Rating Subscores and Association With Overall Satisfaction: Observational Study of 212,933 Providers.

BackgroundOnline physician rating websites commonly ask consumers to rate providers across multiple physician-based (eg, spending sufficient time, listening) and office-based (eg, appointment scheduling, friendliness) subdimensions of care in addition to overall satisfaction. However, it is unclear if consumers can differentiate between the various rated subdimensions of physicians. It is also unclear how each subdimension is related to overall satisfaction.ObjectiveThe objectives of our study were to determine the correlation of physician-based and office-based subdimensions of care and the association of each with overall satisfaction.MethodsWe sampled 212,933 providers from the Healthgrades website and calculated average provider metrics for overall satisfaction (likelihood to recommend doctor), physician-based subdimensions (trust in physician, ability to explain, ability to listen and answer questions, and spending adequate time), and office-based subdimensions (ease of scheduling, office environment, staff friendliness, and wait time). We used Spearman rank correlation to assess correlation between subdimension ratings. Factor analysis was used to identify potential latent factors predicting overall satisfaction. Univariate and multivariable linear regression were performed to assess the effect of physician and office-based factors on overall satisfaction.ResultsPhysician-based metrics were highly correlated with each other (r=.95 to .98, P<.001), as were office-based metrics (r=.84 to .88, P<.001). Correlations between physician-based and office-based ratings were less robust (r=.79 to .81, P<.001). Factor analysis identified two factors, clearly distinguishing between physician-based metrics (factor loading = 0.84 to 0.88) and office-based metrics (factor loading = 0.76 to 0.84). In multivariable linear regression analysis, the composite factor representing physician-based metrics (0.65, 95% CI 0.65 to 0.65) was more strongly associated with overall satisfaction than the factor representing office-based metrics (0.42, 95% CI 0.42 to 0.42). These factors eclipsed other demographic variables in predicting overall satisfaction.ConclusionsConsumers do not differentiate between commonly assessed subdimensions of physician-based care or subdimensions of office-based care, but composite factors representing these broader categories are associated with overall satisfaction. These findings argue for a simpler ratings system based on two metrics: one addressing physician-based aspects of care and another addressing office-based aspects of care.

Hubungan Konsepsional Antara Perpustakaan, Penelitian, Dan Karya Ilmiah

&lt;p&gt;The main purpose of this article is to draw the conceptional relation among library, research, and scientific work. Library is traditionally considered as a place of book collection, a reading room, or 'a small waste room’, which show ’a narrow vision’. However, as learning source, library is a place of study, which requires good facility such as providing reading room, complete collection, clear light, good air circulation, etc. It should also be supported by friendly and helpful staff.&lt;/p&gt;The relation between research and scientific work is that the report of research should be academically written in national or international journal as a scientific work. In the relation to this, library is a reservoir of collection (printed and non printed collection), including scientific works. In other word, scientific work, like journal or book, should be made as a report of research. Library, research, and scientific work are different from each other, but they can not be separated to each other.

Test but not treat: Community members' experiences with barriers and facilitators to universal antiretroviral therapy uptake in rural KwaZulu-Natal, South Africa.

IntroductionAntiretroviral therapy (ART) has revolutionised the care of HIV-positive individuals resulting in marked decreases in morbidity and mortality, and markedly reduced transmission to sexual partners. However, these benefits can only be realised if individuals are aware of their HIV-positive status, initiated and retained on suppressive lifelong ART. Framed using the socio-ecological model, the present study explores factors contributing to poor ART uptake among community members despite high acceptance of HIV-testing within a Treatment as Prevention (TasP) trial. In this paper we identify barriers and facilitators to treatment across different levels of the socio-ecological framework covering individual, community and health system components.MethodsThis research was embedded within a cluster-randomised trial (ClinicalTrials.gov, number NCT01509508) of HIV treatment as Prevention in rural KwaZulu-Natal, South Africa. Data were collected between January 2013 and July 2014 from resident community members. Ten participants contributed to repeat in-depth interviews whilst 42 participants took part in repeat focus group discussions. Data from individual interviews and focus group discussions were triangulated using community walks to give insights into community members’ perception of the barriers and facilitators of ART uptake. We used thematic analysis guided by a socio-ecological framework to analyse participants’ narratives from both individual interviews and focus group discussions.ResultsBarriers and facilitators operating at the individual, community and health system levels influence ART uptake. Stigma was an over-arching barrier, across all three levels and expressed variably as fear of HIV disclosure, concerns about segregated HIV clinical services and negative community religious perceptions. Other barriers were individual (substance misuse, fear of ART side effects), community (alternative health beliefs). Facilitators cited by participants included individual (expectations of improved health and longer life expectancy following ART, single tablet regimens), community (availability of ART in the community through mobile trial facilities) and health system factors (fast and efficient service provided by friendly staff).DiscussionWe identified multiple barriers to achieving universal ART uptake. To enhance uptake in HIV care services, and achieve the full benefits of ART requires interventions that tackle persistent HIV stigma, and offer people with HIV respectful, convenient and efficient services. These interventions require evaluation in appropriately designed studies.

Impulse buying behavior among female shoppers: Exploring the effects of selected store environment elements

This paper intends to analyze the impact of store layout, ambient factors, and employees on impulsive decision-making among female customers visiting the apparel outlets. The responses were collected through a single-stage mall intercept survey method using a structured questionnaire from 385 respondents in leading apparel stores in selected Tier I and Tier II cities in the state of Karnataka, India. The responses were analyzed using multiple regression analysis. Constructs such as store layout, ambience and employees were found to be significantly positively correlated with impulse buying behavior. The variables largely explain the variation in impulse buying under store ambiance. Except ‘attention to the window display’ and ‘friendly staff’ all other twelve variables considered in the study were found to have significant impact on the impulse buying behavior. Though store ambiance, well-structured layout, and pleasant shopping experience are essential determinants of customer satisfaction, the study results imply that the number of store staff and sales skills are critical aspects of impulse buying in the apparel business and true assets to the retail organization. Additionally, poor customer interaction, staff shortage, and high employee attrition could discourage the store’s revenue generation.

Calidad percibida en población hiperfrecuentadora infantil: una aproximación cualitativa

IntroductionAssessing the perceived quality of a healthcare department by its users is essential in a quality management system. In Paediatric Emergency Departments (PED), the demand for urgent care has increased in recent years, as well as an increase in frequent attendance. Paying attention to the opinions of these habitual users by means of qualitative methodology is particularly suitable for assessing the quality of care and identifying opportunities to improve the PED. MethodsTwo focus groups were held with parents of patients (with and without a chronic disease) who visited the PED on 10or more occasions per year in a third level hospital. ResultsThe participants were satisfied overall with the PED. The treatment received was very positively valued, and they never felt that they had received poorer care due to being frequent users. As main strengths, they also highlighted the professional expertise, the friendliness of staff, the quality of information given, the medication received on discharge from hospital, and the follow-up carried out by the PED. The major improvement opportunities identified included: the contagion risks, the lack of coordination between different levels of care, and the need to improve the inclusion of families in the health care process. ConclusionsDue to the contributions made by these parents, several improvement strategies have been introduced, such as the implementation of sharing information protocols in shift changes, professional training courses, the establishment of a liaison person between the PED and Primary Care, and a proposal to the Hospital Management Department to assess the identified needs.

How Do Type 2 Diabetes Patients Value Urban Integrated Primary Care in China? Results of a Discrete Choice Experiment.

Objectives: Fragmented healthcare in China cannot meet the needs of the growing number of type 2 diabetes patients. The World Health Organization proposed an integrated primary care approach to address the needs of patients with chronic conditions. This study aims to measure type 2 diabetes patients’ preferences for urban integrated primary care in China. Methods: A discrete choice experiment was designed to measure type 2 diabetes patient preferences for seven priority attributes of integrated care. A two-stage sampling survey of 307 type 2 diabetes mellitus (T2DM) patients in 16 community health stations was carried out. Interviews were conducted to explore the reasons underpinning the preferences. A logit regression model was used to estimate patients’ willingness to pay and to analyze the expected impact of potential policy changes. Results: Travel time to care providers and experience of care providers are the most valued attributes for respondents rather than out-of-pocket cost. Attention to personal situation, the attentiveness of care providers, and the friendliness and helpfulness of staff were all related to interpersonal communication between patients and health care providers. Accurate health information and multidisciplinary care were less important attributes. Conclusions: The study provides an insight into type 2 diabetes patients’ needs and preferences of integrated primary care. People-centered interventions, such as increasing coverage by family doctor and cultivating mutual continuous relationships appear to be key priorities of policy and practice in China.

Patient-Recorded Physician Ratings: What Can We Learn From 11,527 Online Reviews of Orthopedic Surgeons?

BackgroundPhysician rating websites have become an increasingly popular medium for patients to give feedback and to obtain information about physicians. Each physician rating website uses different criteria to evaluate physicians, with the option for patients to provide written reviews. Our goal is to identify factors that patients value when seeking an orthopedic surgeon. MethodsThe study design was observational. We analyzed 7 common physician rating websites (RateMDs.com, HealthGrades.com, Vitals.com, WebMD.com, CareDash.com, Wellness.com, and ZocDoc.com) to evaluate orthopedic surgeon ratings and examine the variables that influence these ratings. Numeric ratings were standardized on a scale from 0-100 (higher number = positive rating). Multilevel mixed-effect Poisson regression models were used where appropriate. ResultsA total of 11,527 online reviews of orthopedic surgeons in a single metropolitan area were evaluated in April 2019. The average overall rating was positive at 83.66 (±12.33) on our scale. The majority of surgeons amassed ≤20 reviews on each website. Higher ratings were correlated with staff friendliness (P = .010), punctuality (P = .009), and knowledge/expertise (P = .031). Analysis of written reviews showed that resolution of original patient complaints was associated with a high-scoring review. ConclusionThis study may impact the ability of orthopedic surgeons to improve patient satisfaction and experience. The online image of orthopedic surgeons is positive in general, with weight placed on timeliness, knowledge, and staff friendliness. Further study is needed to examine whether differences exist in patient-centric domains reviewing orthopedic subspecialties. Future multiple geographic area studies will help elucidate any regional variation in patient-recorded data, as well as the role of any participation bias.

Does capitation affect patient satisfaction and prevalence of out-of-pocket payments in the insured? A propensity score analysis of Ghana\u2019s demographic and health survey data

BackgroundGhana’s National Health Insurance Scheme (NHIS) piloted capitation payment for primary care services in the Ashanti region from 2012 to 2017. Capitation was piloted as a means of cost containment but also to induce managed competition among health providers to improve the responsiveness of healthcare delivery. This study examined the effects of exposure to capitation on perceived health service quality and prevalence of out-of-pocket payments in NHIS insured clients.MethodsRespondents of the 2014 Ghana Demographic and Health Survey (G-DHS) who reported having a valid NHIS card as their only form of health insurance coverage and made a health facility visit within the 6 months prior to the survey were used to assess the exposure effects of capitation on four outcomes: overall patient satisfaction, perceived friendliness of health staff, perceived adequacy of consultation time, and prevalence of out-of-pocket payments. We applied propensity score matching to balance distributions of covariates and to compare outcomes between exposed NHIS insured clients and their unexposed counterparts.ResultsNHIS insured clients exposed to capitation had 10 percentage points higher probability of encountering out-of-pocket payments than their unexposed counterparts (p = 0.009; 95% CI: 2.5–17.8%). There was no evidence of a difference between the two exposure groups for ratings of the three quality perceptions outcomes examined: overall patient satisfaction, difference 0.63 units (p = 0.46); perceived friendliness of health staff, difference 1.1% (p = 0.50); and perceived adequacy of consultation times, difference 0.1% (p = 0.96).ConclusionIn the Ghanaian context, our results suggest capitation was associated with a greater probability of out-of-pocket payments and no difference in perceived service quality. Future research should examine clinical quality of healthcare and how much out-of-pocket payment occurred under capitation.

ОЦІНКА ЯКОСТІ ПОСЛУГ ЗАЛІЗНИЧНОГО ТРАНСПОРТУ

It was determined that in conditions of market relations and integration of railway transport of Ukraine to the Western European transport system the quality of transport services must comply with the standards, which are designed to naukovovirobnicha methodological foundations. Through the system indicators quality standards established balance of interests of performers and users of transport services. The main measure of quality in the market is the needs and requirements of the consumers. Thus, the quality of transport services can be defined as conformance to customers ' expectations of these services and certain established standards. For a comprehensive evaluation of the quality of services of railway transport is proposed to take into account the following indicators: the level of safety of transportation services; the level of cargo safety during transportation; technical state of railway infrastructure and rolling stock conditions of carriage; the level of reliability of transportation; provide transportation services; the level of comfort and convenience; the level of information services; the level of competence, sociability and friendliness of staff; the availability of additional services. Evaluation of the quality of services of railway transport or its structural subdivisions proposed in the following sequence: determination of parameters of transport to be used in assessing the quality of transport services; the numerical measure and the temporary restrictions of the parameters; establishing expert by the importance of each parameter to the total number; identification of the degree of compliance of each parameter to a certain level, which is determined by the researcher; the calculation of the integral assessment of the quality of transport services. The methodical approach to integrated assessment of the quality of railway transport services taking into account the main parameters of quality of transportations, their importance and meet the requirements of consumers of transport services on the terms and results of the transportation process

Assessing Chinese Tourists’ Satisfaction with their Shopping Experiences in Bangkok Metropolis

ABSTRACTThis research aimed to assess the Chinese tourists with their shopping experience in Bangkok applying the Importance-Performance Analysis to find out which shopping aspects the tourists are satisfied with and which need immediate attention. The research results indicated that top 5 popular shopping items were food items, cosmetics and medicine, clothing and accessories, clothes, and artwork or souvenirs. The findings revealed that the Chinese tourists were satisfied with 6 aspects of shopping: (1) Friendliness of sales staff, (2) Honesty of sales staff, (3) Service quality, (4) Variety of goods, (5) Quality of goods, and (6) Cultural representation of goods. However, there are 4 aspects that need immediate attention to (1) Reasonable price, (2) Money exchange problem, (3) Shopping information, and (4) Not crowding venues. With regard to the tourists’ concern, more than half of them commented on the problem of language communication, followed by the problem of transportation and access to shops, prices of merchandise and payment method, products, and staff service quality. They also gave suggestions for improvement, which included improving the language skill of salespeople, providing more shopping information, reasonable pricing of merchandise, improving sales technique, attitudes and ethics to taxi drivers, improving transportation, improving payment method, product quality, and amenities.