High-quality Services Research Articles

The Impact of System Quality and User Satisfaction: The Mediating Role of Ease of Use and Usefulness in E-Learning Systems

The research aims to understand how the system's quality influences users' perceptions of its usability and ease of use, affecting their overall satisfaction with the e-learning system. This analysis provides insights into the factors contributing to a positive user experience and the sustainable use of e-learning platforms. The study employs a quantitative approach with a survey method. The sample comprises 470 students from five universities using e-learning information systems, selected through purposive sampling. Data was collected via a questionnaire survey distributed to respondents and analyzed using Structural Equation Modeling (SEM) with the IBM AMOS Program. The results indicate that System Quality (SYQ) significantly affects Perceived Ease of Use (PEOU) with a probability value of 0.019 (p < 0.05), System Quality (SYQ) significantly affects Perceived Usefulness (PU) with a probability value of 0.036 (p < 0.05), Perceived Usefulness (PU) significantly affects User Satisfaction (USA) with a probability value of 0.028 (p < 0.05), and Perceived Ease of Use (PEOU) significantly affects User Satisfaction (USA) with a probability value of 0.000 (p < 0.05). The study concludes that integrating TAM and ISSM provides a comprehensive framework for understanding the factors influencing the sustainable use of e-learning systems. The practical implications of this research underscore the importance of giving e-learning systems that are not only easy to use and useful but also possess high system, information, and service quality to enhance user satisfaction and sustain usage.

Quality Management Systems and Service Delivery in Parastatals in Kenya: A Case Study of Kenya Plant Health Inspectorate Service (Kephis)

Total quality management is becoming more widely recognized due to businesses' efforts to provide high-quality goods and services. Government parastatals are confronted with various challenges due to shifting dynamics, such as inadequate legal and regulatory frameworks, subpar corporate governance, and unfavourable public perception. The main objective was to examine quality management systems and service delivery in Kenya. The investigation was guided and anchored by the following theoretical pillars: The study's fundamental anchor theory is Deming's Theory of Quality Management, which was backed by institutional theory The study employed a descriptive research design with a population of 300 as its target. Stratified random sampling was used to select a sample size of 171 people. Data was gathered through surveys. The quantitative data was analyzed using SPSS. The data was displayed using tables. The relationship between the variables was demonstrated using inferential statistics. Some ethical guidelines were considered to direct the research investigation throughout the study period. The relationship between quality services and service delivery had an R2 = 0.499, which indicates that a shift in quality services may be responsible for 49.9% of the variation in service delivery, and an R2 = 0.642, which indicates a strong positive association between quality services and service delivery. basic relationship between quality control and service delivery (R = 0.595) with an R2 value of 0.431. This means that to improve performance, businesses should be aware of their clients' requirements, meet their needs now and in the future, and aim to surpass their expectations. KEPHIS's management should think about incorporating quality service principles within the organization's divisions and departments. To ensure successful quality services and business success, KEPHIS should set up their quality management systems by ISO standards. More research can be done to broaden the study's focus to include other industries or look at how public, private, and SMEs are implementing the findings. Furthermore, knowledge generation processes can be integrated with a company's internal and external operations through quality management.

The Relationship Between Total Quality Management and Customer Satisfaction Through the Mediation of Employee Performance

The increasing competition in the global market, driven by globalization and technological advancements, has caused many companies to face challenges in maintaining their market position. As a result, effective quality management systems are essential to enhancing employee performance and delivering high-quality products and services to satisfy customers. This study aims to analyze the effect of Total Quality Management (TQM) implementation on employee performance, the influence of employee performance on customer satisfaction, and the mediating role of employee performance between TQM and customer satisfaction. The research was conducted on companies certified with ISO 9001:2015, using questionnaires filled out by 80 respondents. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that TQM significantly improves employee performance, positively affecting customer satisfaction. Additionally, TQM directly enhanced customer satisfaction, with employee performance as an effective mediator in this relationship. These findings suggest that improving TQM practices and employee performance can substantially increase customer satisfaction. The study provides recommendations for companies in Indonesia to optimize TQM implementation, aiming to enhance both employee performance and customer satisfaction.

Machine Learning-Driven Reconfigurable EONs with Neuromorphic Computing for Network Slicing and On-Demand Service Provisioning: A Review and Survey

Abstract: This paper delves into the substantial potential of integrating advanced technologies within Reconfigurable Elastic Optical Networks (REONs). By leveraging machine learning and neuromorphic computing, these networks can significantly enhance performance, scalability, and efficiency. Machine learning models facilitate dynamic resource management, allowing for the on-demand reconfiguration of optical networks to improve service provisioning and maintain high Quality of Service (QoS). Neuromorphic processors further boost network-slicing capabilities, optimizing bandwidth management and enabling the creation of customized virtual networks. Additionally, the incorporation of neuromorphic computing into REONs contributes to substantial energy savings, a critical factor for sustainable network operations. Techniques such as differential privacy and secure multi-party computation effectively address security and privacy challenges within optical networks. Future research should focus on developing scalable architectures, formulating energy-efficient algorithms, and designing solutions tailored to specific applications to maximize the potential of REONs. In summary, the integration of advanced computing techniques within REONs promises to revolutionize network management and service delivery, equipping future networks to deliver exceptional performance, scalability, and adaptability, thus meeting the evolving demands of modern communication environments.

The Effect of Excellent Service, Transformational Leadership, and Career Development on Patient Satisfaction at Hospitals in West Java

This study investigates the impact of excellent service, transformational leadership, and career development on patient satisfaction in hospitals across West Java. Employing a quantitative approach, the research involved a sample of 160 patients and utilized a Likert scale ranging from 1 to 5 for data collection. Structural Equation Modeling-Partial Least Squares (SEM-PLS 3) was applied for data analysis. The findings reveal that all examined hypotheses are positive and significant, indicating that high-quality service, effective transformational leadership, and robust career development programs contribute significantly to enhancing patient satisfaction. Career development emerged as the most influential factor, followed by transformational leadership and excellent service. These results underscore the importance of these factors in hospital management and suggest strategies for healthcare facilities to improve patient experiences and outcomes. The study provides valuable insights for hospital administrators and policymakers aiming to elevate patient satisfaction levels in West Java.

Аналіз основних структурних елементів та показників діяльності системи охорони здоров’я україни

The article analyzes the performance indicators of the health care system for the period 2010-2019. The analysis and characterization of the main indicators of the health care system for the period 2010-2019 allowed the author to conclude that the existing infrastructure of the industry is still quite cumbersome, characterized by the dominance of specialized and inpatient medical care and the irrational use of the potential of outpatient polyclinic institutions. According to the main criteria, such as the relationship of property rights, methods of financing, the role of the state in the management of the industry, and mechanisms for stimulating medical workers and consumers of services, the domestic health care system still has signs of the Semashko`s model, which does not meet modern requirements regarding the need to use high-value medical technologies and is unable to provide high-quality medical services. The main criteria for the classification of healthcare systems are identified and the affiliation of the healthcare system of Ukraine to one of the models of medical systems has been identified. Approaches to creating a system of hospital districts in accordance with the current legislation of Ukraine are characterized. It was determined that the main tool for reforming the national health care system is the creation of hospital districts, which will ensure the provision of higher quality medical services and significantly reduce the costs of maintaining the medical infrastructure in Ukraine. At the same time, one notes that strategic planning at all levels of the national health care system should be the leading technology for the formation of an effective system of medical institutions. Keywords: health care system, system of medical institutions, models of medical systems, hospital district, hospital cluster.

Influence of Tax Socialization, Services, and Trust on Compliance via Tax Knowledge

Taxpayer compliance is crucial for effective tax administration and national development. This study aims to evaluate the direct and indirect effects of tax socialization, tax services, and trust in government on taxpayer compliance, with tax knowledge serving as a mediating variable, in Jombang Subdistrict, Jember Regency. Utilizing a quantitative research approach, data were collected from a sample of 376 respondents out of a total of 6,302 taxpayers, determined using the Slovin formula with a 5% margin of error. Structural equation modeling was employed to analyze the relationships among the variables. The results indicate that tax socialization, tax services, and trust in government significantly and positively impact both tax knowledge and taxpayer compliance. Tax knowledge was found to mediate these relationships, enhancing taxpayer compliance. These findings highlight the need for effective tax education programs, high-quality tax services, and efforts to build trust in government to improve taxpayer compliance. Future research should explore the applicability of these findings in other regional contexts and investigate additional mediating factors. Implementing tailored tax education initiatives and improved service delivery models could significantly enhance compliance rates and support broader economic and social goals.

Towards sustainable industry 4.0: A survey on greening IoE in 6G networks

The dramatic recent increase of the smart Internet of Everything (IoE) in Industry 4.0 has significantly increased energy consumption, carbon emissions, and global warming. IoE applications in Industry 4.0 face many challenges, including energy efficiency, heterogeneity, security, interoperability, and centralization. Therefore, Industry 4.0 in Beyond the Sixth-Generation (6G) networks demands moving to sustainable, green IoE and identifying efficient and emerging technologies to overcome sustainability challenges. Many advanced technologies and strategies efficiently solve issues by enhancing connectivity, interoperability, security, decentralization, and reliability. Greening IoE is a promising approach that focuses on improving energy efficiency, providing a high Quality of Service (QoS), and reducing carbon emissions to enhance the quality of life at a low cost. This survey provides a comprehensive overview of how advanced technologies can contribute to green IoE in the 6G network of Industry 4.0 applications. This survey provides a comprehensive overview of advanced technologies, including Blockchain, Digital Twins (DTs), Unmanned Aerial Vehicles (UAVs, a.k.a. drones), and Machine Learning (ML), to improve connectivity, QoS, and energy efficiency for green IoE in 6G networks. We evaluate the capability of each technology in greening IoE in Industry 4.0 applications and analyse the challenges and opportunities to make IoE greener using the discussed technologies.

Ensuring excellence: A deep dive into the quality monitoring of Ayushman Bharat health and wellness Centre

This review evaluates the quality monitoring mechanisms of Ayushman Bharat Health and Wellness Centres, integral to India's pursuit of Universal Health Coverage. AB-HWCs are designed to deliver comprehensive primary healthcare, particularly targeting undeserved communities. Despite the significant expansion and progress in healthcare access, the review identifies persistent service quality and infrastructure disparities. The study underscores the necessity of a robust quality monitoring framework, incorporating standardized checklists to ensure consistent and high-quality service delivery. These checklists play a crucial role in systematically assessing the availability of medical supplies, infrastructure adequacy and others, facilitating timely interventions and modification. Additionally, the integration of cultural competence into healthcare delivery is emphasized to enhance the acceptance and effectiveness of services among diverse populations. The review also highlights the critical roles of Community Health Officers and mid-level healthcare providers in the successful operation of HWCs. While acknowledging the commendable progress made by the AB-HWCs initiative, the study concludes that achieving sustainable and equitable health outcomes necessitates ongoing quality monitoring, strategic resource allocation, and adaptive policy measures. The consistent application of checklists in quality assurance processes is essential for maintaining high care standards and advancement of India towards its UHC objectives.

Impact of Service Quality on Customer Satisfaction in Boutique Hotels

Purpose: The aim of the study was to assess the impact of service quality on customer satisfaction in boutique hotels. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study revealed that high-quality service significantly enhances customer satisfaction, leading to increased loyalty and repeat patronage. Key dimensions of service quality, such as responsiveness, reliability, assurance, empathy, and tangibles, play crucial roles in shaping guests' perceptions. For instance, personalized attention and unique, aesthetically pleasing environments typical of boutique hotels contribute positively to the overall guest experience. Additionally, well-trained, courteous staff and prompt service responses further elevate satisfaction levels. The intimate and distinctive atmosphere of boutique hotels allows for tailored experiences, which are highly valued by guests seeking exclusivity and comfort. Ultimately, superior service quality not only meets but often exceeds guest expectations, fostering a strong emotional connection and ensuring that customers are not only satisfied but also likely to advocate for the hotel through positive word-of-mouth and online reviews. This relationship underscores the necessity for boutique hotels to continually invest in service quality improvements to sustain and enhance customer satisfaction in a competitive market. Implications to Theory, Practice and Policy: Servqual model, expectation-confirmation theory (ECT) and Herzberg’s two-factor theory may be used to anchor future studies on assessing the impact of service quality on customer satisfaction in boutique hotels. Boutique hotels should prioritize ongoing training programs that focus on key service quality dimensions, such as responsiveness and empathy. Policymakers should work with industry stakeholders to establish clear service quality standards specific to boutique hotels.

Особливості бізнес-планування у сфері гостинності

The article concentrates on the evolving context of business planning in the hospitality industry, exploring flexible strategies for addressing the negative industry-wide factors that have an impact. The hospitality industry is subject to several operational factors, including revenue generation, cost management, human resources, and marketing, which are influenced by seasonal variations. This necessitates the implementation of strategies to mitigate the impact of fluctuating demand. The high level of competition in the hospitality sector requires a clear competitive advantage, which may be achieved through factors such as location, the provision of high-quality service, innovative design, or a thematic focus. These factors must be strategically employed to distinguish businesses from one another. External factors, including economic conditions, political stability, and environmental risks, significantly influence the hospitality industry. Implementing robust scenario planning, risk management, and service diversification strategies is essential to mitigate these risks. Financial planning is critical to business planning and success, as financial obligations in the hospitality industry underscore the importance of a comprehensive investment analysis. The hospitality industry’s primary asset is its human capital. , strategies should be employed to create a positive working environment, invest in staff training, and implement incentive programs to attract, develop, and retain talent. Guests’ safety and maintaining a positive reputation for hospitality establishments are contingent upon monitoring reviews, responding to negative comments, and utilizing a positive image. The study highlights the necessity for an integrated methodology to be employed in planning business operations within the hospitality sector. Keywords: business planning, hotel and restaurant complex, hospitality industry, stages of organizational culture formation, business.

Influence of Adopting Electronic Procurement Practices on Performance of Supply Chain Management for Hospitals in Kenya

Technology has become an integral part of modern business, facilitating transactions and operations in many areas, including procurement. Businesses, clinics, and hospitals in Kenya have been quick to embrace E-Procurement strategies. In Kenyan hospitals, where e-procurement accounts for as much as 30% of operational expenses, this study seeks to evaluate the effect of this trend on supply chain management success. Companies that want to survive in today's cutthroat healthcare market must embrace e-procurement strategies if they want to keep up with the ever-changing industry. By facilitating more efficient inventory management, faster purchasing cycles, increased transparency, and higher quality services, e-procurement practices are essential for improving performance and competitiveness in the market. The health industry is facing severe competition and financing constraints, making it imperative that it reorganizes its service delivery system to adapt to the complicated business climate. The purpose of this empirical study is to investigate how hospitals in Kenya are using electronic tendering and electronic invoicing to improve their supply chain management. The study found that Kenyan hospital administrators have a highly positive perception of electronic procurement practices, with e-tendering scoring an average mean of 4.75, significantly enhancing SCM performance through efficiency and cost savings. The findings concluded that e-invoicing also positively impacts procurement processes, promoting transparency and operational effectiveness. The study further recommended that legislators integrate these electronic procurement practices into healthcare policies, provide financial assistance and training, and encourage hospitals to invest in robust systems and strategic partnerships to improve patient care and system efficiency.

Health Promotion and Disease Prevention Through Pharmacy Interventions

The rapidly developing discipline of health informatics offers enormous potential to enhance the prompt administration and high-quality services provided by the healthcare system. One invention that has significantly altered the world is information technology. Health informatics is the application of practical information technology features to healthcare practices with the goal of improving patient outcomes. It significantly facilitates information sharing amongst medical experts. In clinical practice, having reliable, evidence-based data readily available is really beneficial. There are several facets to health informatics. The first is the keeping of medical records. This includes computerised prescribing and electronic management of medical records. It is beneficial to have quick access to all of a patient's medical records. Health experts' time can be greatly saved by this. The availability of a sizable patient population's health data, which may be used for population-based investigations and research, is another benefit. A component of health informatics, clinical decision support systems (also known as CDSS) assist medical professionals, particularly physicians, in making decisions regarding patients throughout their regular practice. They are created as applications or software to be utilised in patient care.

Market-Driven Resilience in Luxury Transportation

As demand for premium private transportation grows, fuelled by rising purchasing power and a preference for luxury, transportation companies are increasingly offering high-end services. This study focuses on the luxury tourism bus Omah Sultan by Juragan 99 Trans in Malang, East Java, Indonesia, and explores its market resilience. Conducted over a year, the research uses qualitative methods, including observations, interviews with three managers, and feedback from 112 users. The study examines key aspects such as service quality, facilities, safety, innovation, pricing, brand image, and uniqueness. Results indicate that users appreciate the luxurious amenities, advanced technology (including a unique self-cleaning toilet), and the high level of safety and comfort provided. The bus's competitive pricing and strong brand reputation also contribute to its popularity. Since its launch in July 2021, the rental price has increased from 9 million to 14 million rupiah per day by May 2024, yet demand remains robust, with 42 out of 112 respondents being repeat customers. This research underscores the importance of continuous innovation and high-quality service in maintaining a competitive edge in the luxury transportation market.

Pendampingan Penggunaan Layanan Perbankan Digital Pada Nasabah BANK BPD Bali Capem PUSPEM BADUNG

Abstract Assistance with Digital Banking Services Usage at Bank BPD Bali Capem Puspem Badung identifies low levels of digital technology adoption among customers as a major challenge. Despite Bank BPD Bali’s commitment to regional economic development and providing inclusive banking services, many customers still rely on cash transactions and physical visits to the branch. This Internship Program aims to enhance understanding and usage of digital banking applications through intensive support. This approach includes direct education on how to use the app, its benefits, and technical problem- solving. Results show an improvement in customers' understanding and skills in using digital services, but challenges related to digital literacy still need to be addressed. The program demonstrates effectiveness in increasing digital service adoption, supporting Bank BPD Bali’s goal of delivering more efficient and high-quality banking services, and contributing to the economic development of Bali. Evaluation and the development of a structured monitoring system are necessary to ensure the program’s sustainability and effectiveness in the future. Kata Kunci: digital banking, customer assistance, digital literacy, technology adoption

ANALISIS EFEKTIVITAS KUALITAS LAYANAN PADA BISNIS KONSULTAN (STUDI KASUS PT KELOLA AMANAH ARTHA)

Success is no longer solely determined by the product produced and offered, but by the quality of service provided. High-quality service has become a fundamental aspect that businesses must consider and deliver to customers meet expectations and create satisfaction. Therefor, Service quality is crucial because it directly impacts customer satisfaction, which can be readily shared. Satisfied customers will provide positive reviews and promote company by recommending its services to others. Researcher using qualitative descriptive method, collecting data through interviews to assess how effective the service quality provided by PT Kelola Amanah Artha is for its customers. Based on the results of the analysis, it can be concluded that only the assurance dimension can be said to need improvement because this dimension is dominated by customer responses which feel inadequate.

Stakeholders’ involvement in economics and management programs quality assurance

Purpose This study aims to investigate the stakeholders’ (employers and students) involvement in economics and management programs quality assurance in Italian universities from the external audit perspective. Design/methodology/approach The research tests if employers are positively associated with the coherence between program objectives and job prospects, and if student involvement is positively associated with student orientation, tutorship and flexibility for specific types of students (differently abled students and working students). Based on data from the Italian Agency for Quality Assurance (ANVUR) in Italian universities, this study selects a sample of 44 bachelor and master university programs. Findings When a program coordinator assures coherence between competencies included in the study plan and job prospect, the employers’ involvement in the plan and management of the program increases and becomes more effective. High-quality services regarding student orientation, tutorship and flexibility for specific types of students increase the students’ involvement in university governance. Originality/value Findings contribute to literature extending the stakeholder theory in universities, better specifying how employers and students may play a key role in improving the quality assurance of teaching activities.

Unethical Practices in Tanzania Public Universities: Does Workload Matter?

Globally, the operations of universities rely on workload distribution. The extent to which the workload shouldered by employees is excessive or insufficient has implications for ethical behaviour and well-being in academic careers. This paper examined the effect of workload on unethical practices in Tanzanian public universities. Karasek's Job Demand-Control Model served as the foundation for the study. The quantitative research approach was utilized, and questionnaires were used for data gathering. The study adopted a correlational research design. The study gathered data from three public universities intending to reach 245 respondents sampled through stratified sampling who were administered questionnaires, and only a total of 209 respondents completed it. The collected data were considered for analysis through descriptive and inferential statistics. Meanwhile, STATA MP version 17 was used for analysis to conduct the multivariate regression model. The finding revealed workload has a significant positive effect on unethical practices, indicating that both excessive and insufficient workload contribute to unethical behaviour among academic staff. The study concluded that although workload in higher learning institutions is a lifeblood of curriculum implementation, it is not fairly distributed and thus affects both individual and organizational operations. Therefore, the study recommends that the universities should play a crucial role in developing and implementing internal workload policies that link with academic integrity to foster high-quality services in university operations.

BRMECQN: Design of an efficient integration of Bioinspired Routing Model with Energy efficient Clustering for high QoS Wireless Networks

In this dynamic domain of communication in wireless network technology, the need for advanced models that boost the Quality of Service (QoS) parameters concerning energy efficiency, speed, throughput, packet delivery ratio, and minimization of jitter is of prime concern. Traditional routing and clustering methods in wireless networks are often confronted with limitations such as suboptimal resource utilization, reduced energy efficiency, and lower QoS metrics. In this regard, the present work introduces an innovative integration of bioinspired routing models with energy-efficient clustering to enhance the performance of wireless networks. A novel Fan-Shaped Clustering approach is employed in the proposed model for a proper grouping of the network nodes, which can reduce the energy consumption and enhance the load balancing across the network. The model performs a further integration of Elephant Herding Optimization and Bat Optimization algorithms following the clustering. This integration has been done to develop an optimal route finding mechanism between the clustered nodes through its bioinspired approach, to utilize the global search capability of Elephant Herding Optimization, and the proficiency of Bat Optimizations in local searches. The proposed model, when tested empirically on different configurations of networks, presents significant improvements over methods in practice. The results suggest a 10.5% improvement in energy efficiency, an improvement in speed of 8.3%, a rise in throughput of 3.5%, an improvement in Packet Delivery Ratio of 4.5%, and a reduction in jitter of 1.9%. These have been substantial improvements indicating that the proposed model overcomes the limitations of the existing ones and at the same time places a new benchmark in the performance of wireless networks. The impact of this work is immense, providing a scalable and efficient solution for next-generation wireless networks. This integration of bioinspired algorithms in the routing and clustering of the network shall open new avenues for research and development into the field with the potential of more resilient, efficient, and high-performing wireless communication systems. This work, therefore, adds immense impetus to the development of wireless network technologies to uphold higher QoS and better resource management in an era of ever-growing digital communication demands.

Response to Health Crises in Africa: Insight From Executing a 2-Year Project in Nigeria

Science advice aids in integrating scientific evidence into policymaking. In Africa, a significant gap exists between science and policy, necessitating high-quality advisory services. The Multifaceted Response Development from Research on COVID-19 in Africa (MURDER COVID-19) project by the Nigerian Young Academy (May 2021–April 2023) aimed to bridge this gap. Project outputs included eight policy briefs, 10 webinars, a hybrid international conference, and a searchable research equipment database. The project effectively dispelled COVID-19 myths, promoted vaccine confidence, and highlighted the need to strengthen health systems and research capacity. The project provides valuable lessons/recommendations and serves as a model for collaborative initiatives addressing health crises and enhancing research capacity.