Improve Service Satisfaction Research Articles

실무자의 이용자중심실천이 쉼터 청소년의 서비스 만족도에 미치는 영향

The purpose of the study was to identify factors influencing service satisfaction of youth living shelters, with a special focus on the impact of client- centered practice. To answer the major research question, surveyed data from nationwide sample of 104 youth living shelters was analyzed. Result of the hierachical regression analysis showed that levels of client-centered practice of worker in youth shelters had a significant positve effect on service satisfaction, after accounting for control variables in the study. Based on the results of the study, details of social work implications to improve service satisfaction of youth living shelters were discussed.

Performance Evaluation Method of Public Administration Department Based on Improved DEA Algorithm.

This paper proposes a performance evaluation method of public administration departments based on the improved DEA algorithm, which solves the quality problem of performance evaluation of public administration departments and lays a foundation for the long-term development and performance improvement of public administration departments. The DEA model is the core to sort out the performance evaluation methods of public administration departments. From the perspective of DEA algorithm, whether DEA is effective is an important content that public administration departments must consider when carrying out performance administration, and public service satisfaction is the core parameter obtained by DEA algorithm. That is to say, by optimizing public services and improving service satisfaction, the public administration department can further improve the quality of performance evaluation. Therefore, we can carry out performance evaluation of public administration departments from the satisfaction of public services. The empirical research conclusion shows that according to the effective judgment theorem of DEA, it can be concluded that among the eight social security departments, there are five departments that can achieve DEA effectiveness, namely department 2, department 3, department 4, department 5, and department 6. There are three non-DEA valid ones, namely, department 1, department 7 and department 8. The public satisfaction and the total service cost will affect the performance quality to a certain extent, and only by balancing various influencing factors can the performance evaluation quality of the public administration department be maximized.

Service Failure Risk Assessment and Service Improvement of Self-Service Electric Vehicle

Electric vehicle sharing is necessary for achieving carbon neutrality. The self-service electric vehicle mode offers unique advantages in terms of freedom of movement and privacy protection. Meanwhile, this mode requires a high-quality service guarantee because of the separation of management and use. The purpose of this study is to propose a framework for the risk control and service optimization of self-service electric vehicles, which includes service life cycle analysis, risk assessment by using a newly integrated fuzzy failure mode and effect analysis, and a consumer satisfaction survey based on the Kano model. Sixteen services were extracted through the service life cycle analysis and online review study, and their corresponding service failures were then ranked through risk assessment. The risk assessment showed that the reliability of vehicle-related services has the greatest impact on safety, followed by financial-related and driving-safety-related services. A Kano model-based survey showed that all kinds of service failures brought significant customer non-satisfaction, while different service improvements brought differentiated satisfaction. To deeply improve service satisfaction, a Risk-Satisfaction analysis was conducted, indicating that services with high risk and high satisfaction deserve further investment.

Optimization of security check efficiency in subway station based on Anylogic: A case study of Nanchang Metro

Rational and orderly passenger organization in subway station can improve travel efficiency and safety. How to improve the efficiency of security check, which has a significant impact on the passenger organization, to reduce passengers staying time in the terminal level has the potential to improve service satisfaction. The Weidong Station of Line 1 of Nanchang Metro was selected as the research object. Anylogic software was used to simulate the process of arrival, ticket purchase, security check, gate-crossing machine etc. The results indicate that the dynamic adjustment of security checkpoints and fast passage for passengers without luggage can improve the security efficiency and relieve the congestion in the station hall.

A Predictive Text System for Medical Recommendations in Telemedicine: A Deep Learning Approach in the Arabic Context

We are currently witnessing an immense proliferation of natural language processing (NLP) applications. Natural language generation (NLG) has emerged from NLP and is now commonly utilized in various applications, including chatting applications. The objective of this paper is to propose a deep learning-based language generation model that simplifies the process of writing medical recommendations for doctors in an Arabic context, to improve service satisfaction and patient-doctor interactions. The developed language generation model is a predictive text system intended for next word prediction in a telemedicine service. Altibbi-a digital platform for telemedicine and teleconsultations services in the Middle East and the North Africa (MENA) region-was utilized as a case study for the textual prediction process. The proposed model was trained using data obtained from Altibbi databases related to medical recommendations, particularly gynecology, dermatology, psychiatric diseases, urology, and internist diseases. Variants of deep learning models were implemented and optimized for next word prediction, based on the unidirectional and bidirectional long short-term memory (LSTM and BiLSTM), the one-dimensional convolutional neural network (CONV1D), and a combination of LSTM and CONV1D (LSTM-CONV1D). The algorithms were trained using two versions of the datasets (i.e., 3-gram and 4-gram representations) and evaluated in terms of their training accuracy and loss, validation accuracy and loss, and testing accuracy per their matching scores. The proposed models' performances were comparable. CONV1D produced the most promising matching score.

The Causal Effect of Service Satisfaction on Customer Loyalty

We propose an instrumental-variable (IV) approach to estimate the causal effect of service satisfaction on customer loyalty by exploiting a common source of randomness in the assignment of service employees to customers in service queues. Our approach can be applied at no incremental cost by using routine repeated cross-sectional customer survey data collected by firms. The IV approach addresses multiple sources of biases that pose challenges in estimating the causal effect using cross-sectional data: (1) the upward bias from common-methods variance resulting from the joint measurement of service satisfaction and loyalty intent in surveys, (2) the attenuation bias caused by measurement errors in service satisfaction, and (3) the omitted variable bias that may be in either direction. In contrast to the common concern about the upward common-methods bias in estimates using cross-sectional survey data, we find that ordinary-least-squares substantially underestimates the causal effect, suggesting that the downward bias resulting from measurement errors and/or omitted variables is dominant. The underestimation is even more significant with a behavioral measure of loyalty, where there is no common-methods bias. This downward bias leads to significant underestimation of the positive profit impact from improving service satisfaction and can lead to underinvestment by firms in service satisfaction. Finally, we find that the causal effect of service satisfaction on loyalty is greater for more difficult types of services. This paper was accepted by Juanjuan Zhang, marketing.

Evaluating a young-onset dementia service from two sides of the coin: staff and service user perspectives

BackgroundPeople with young-onset dementia (YOD) can often struggle getting the right treatment. This is because of their frequently different characteristics and needs compared to people with late-onset dementia. The aim of this project was to assess a memory service for its adaptation to the needs and wishes of people with YOD and their carers.MethodsThis project evaluated a memory service in the North West of England by performing two focus groups with clinical staff and six semi-structured interviews with people with YOD and carers. The focus groups took place on site and lasted one hour each. People with YOD and their carers were identified via the memory clinics caseload and via the local Alzheimer’s Society charity organisation. Both focus groups and interviews were audio-recorded and transcribed, and data were analysed using thematic analysis. The public (a person living with YOD and his carer) were involved from the design stages of the project through to the analysis and dissemination.ResultsEleven members of staff with different clinical backgrounds participated in the focus groups and six interviews were held with people with YOD and their carers. Both indicated that whilst the diagnostic process is relatively well conducted at the service, the post-diagnostic service has many gaps. These include limited post-diagnostic support by the service, better enabling peer support, as well as providing meaningful activities, as some activities provided might be more suitable to older adults with dementia.ConclusionsPost-diagnostic services and support for people with YOD and their carers need to be improved. The next step will be to implement the findings from this service evaluation in practice and improve service satisfaction and relevance to people with YOD.

The Causal Effect of Service Satisfaction on Customer Loyalty

We propose an instrumental-variable (IV) approach to estimate the causal effect of service satisfaction on customer loyalty, by exploiting a common source of randomness in the assignment of service employees to customers in service queues. Our approach can be applied at no incremental cost by using routine repeated cross-sectional customer survey data collected by firms. The IV approach addresses multiple sources of biases that pose challenges in estimating the causal effect using cross-sectional data: (i) the upward bias from common-method variance due to the joint measurement of service satisfaction and loyalty intent in surveys; (ii) the attenuation bias caused by measurement errors in service satisfaction; and (iii) the omitted-variable bias that may be in either direction. In contrast to the common concern about the upward common-method bias in the estimates using cross-sectional survey data, we find that ordinary-least-squares (OLS) substantially underestimates the casual effect, suggesting that the downward bias due to measurement errors and/or omitted variables is dominant. The underestimation is even more significant with a behavioral measure of loyalty--where there is no common methods bias. This downward bias leads to significant underestimation of the positive profit impact from improving service satisfaction and can lead to under-investment by firms in service satisfaction. Finally, we find that the causal effect of service satisfaction on loyalty is greater for more difficult types of services.

Service satisfaction evaluation of product-service system for public warehousing in an industrial park

In the context of service-oriented manufacturing, the product-service system (PSS) for public warehousing has been proposed through integrating public warehouses and the related services such as purchasing, sorting, packaging, storage and distribution for manufacturing enterprises in an industrial park. The fierce market competition environment has promoted that PSS for public warehousing must improve service satisfaction to attract customers’ continuous cooperation. In order to make the service satisfaction results more reasonable and reliable, an evaluation method considering customer preferences is proposed. Firstly, the standard impact loss method is adopted to determine initial weights of evaluation indexes, and then Kano model is used to adjust the above weights on the premise of considering customer preferences. Afterwards, according to whether the evaluation index is profit-oriented or output-cost-oriented, the positive and negative distance based on the average solution is obtained. Finally, an example is given to verify the feasibility and effectiveness of the proposed method. It is expected that the evaluation results can provide a decision-making basis for customers to choose a suitable PSS scheme.

PERANAN SOP PADA ORGANISASI PEMERINTAHAN KOTA SURABAYA DALAM PENINGKATAN KEPUASAN PELAYANAN KEPADA MASYARAKAT(Studi Di Bagian Umum dan Protokol Pemerintahan Kota Surabaya)

THE ROLE OF SOP IN ORGANIZATION OF SURABAYA CITY GOVERNMENT IN THE IMPROVEMENT OF SERVICE SATISFACTION TO COMMUNITY (Study In General Section and Surabaya City Government Protocol) This research titled SOP (Procedure Operational Standards) role in Surabaya Municipal Government Organization in Improving Service Satisfaction to the society (Study in General Division and Protocol of Surabaya Municipal Government).SOP role in the government institution service is essential. SOP as work guidance and Public service human resource performance measurement, with service comply with SOP also has effect on service satisfaction toward the society. The implementation of research object located in General Division and Protocol Office of Surabaya Municipal Government at Taman Surya 1 Surabaya. Method that used in this research by using qualitative descriptive method. Data analysis technique done, by using data presentation , data reduction, data display, and draw conclusion. Collection technique that used by the researcher are begin from interview of service staff/officers in General Division and Protocol Office of Surabaya Municipal Government , comprise of Division Head of General Division and Protocol Office, Secretary of Division Head of General Division and Protocol Office, and officers of General Division and Protocol Office , and several public people who using service in the General Division and Protocol Office. Field observation/research object , documentation and learning from existing yearly report in this office. The finding result taken by the research, show that what have done by researching SOP of General Division and Protocol Office of Surabaya Municipal Government, synchronizes at today service condition with exist SOP, then the result of the research can be explained that SOP role in improving service satisfaction to the society can not be successful yet because there are still to be improved again its service and human resource in order to make society satisfaction can be increased. Keywords : SOP, Service, Service satisfaction to the society

The effect analysis of clinical pathway management for capillary bronchitis

Objective To analyze the effect of clinical pathway management for capillary bronchitis in Department of Pediatrics. Methods 75 children with capillary bronchitis after the implementation of clinical pathway management were selected as the observation group, and 68 children with capillary bronchitis before the implementation of clinical pathway management were selected as the control group.The hospitalization cost, average hospital stay, antibiotic use rate, cure rate, nonsocomial infection rate, rehospitalization rate within two weeks, service satisfaction and other comprehensive indices were compared. Result The total cost of drug of the observation group[(1 198.49±397.48)yuan] was lower than (1 324.05±376.57)yuan of the control group(Z=2.00, P 0.05). Conclusion Clinical pathway management for capillary bronchitis in Department of Pediatrics of primary hospital can play a role in standardizing medical practice, reducing average hospitalization days, controlling medical cost, and improving service satisfaction under the precondition of ensuring medical quality. Key words: Bronchiolitis; Clinical pathway; Effect analysis

The Integration of Loyalty, Satisfaction, and Relationship Commitment Models to Predict Customer Retention in Pakistani Telecom Sector

Based on SERVQUAL Model, customer loyalty framework and relationship commitment model, this meta-analysis examines the effect of these well-defined models on customer retention. The study validates the impact of the given well-developed models and helps to develop strategies for enhancing and developing customer retention. The study utilized exploratory factor analysis, confirmatory factor analysis, and structural equation modeling to analyze customer retention outcome model. It was found that all three chosen models were found to have a significant impact on customer retention in the telecom sector of Pakistan. The study helps in devising strategies for increasing and improving service satisfaction, customer loyalty and customer trust towards an increase in customer retention. The contribution of this study is the construction of the structural path and measurement models of customer retention practices and provides operational competitive outcomes that could facilitate future research on customer retention in the service industry.

노인장기요양보험 내 방문간호센터 운영의 활성화 방안 - SWOT 분석을 중심으로 -

Purpose: The purpose of this study is to find and suggest ways to invigorate operation of visiting nursing centers. Methods: SWOT analysis was performed based on the status of use of visiting nursing centers and opinion survey on the centers` nursing experts. Results: SO strategy was drawn to improve service satisfaction, develop standardized manuals, and improve the areas of visiting nursing services, and WO strategy was drawn to establish reliability, strengthen promotion or marketing strategy, strengthen management ability, and reinforce the governmental support of visiting nursing services. ST strategy was drawn to recover the functionality of health management, secure competitive advantage, and simplify the issuance of visiting nursing directions, and WT strategy was drawn to provide customized service, establish the cooperative system of related agencies, and adjust fees. Conclusion: For invigoration of visiting nursing centers, people must recognize the importance of the visiting nursing service and institutional standards should be established so that visiting nursing service, which is currently provided as an option according to Standard Long-Term Care Plan, can be provided on a mandatory basis.

가나 볼타지역 가임여성의 가족계획 실천에 영향을 미치는 요인

Background: Family planning is widely practiced today to resolve the over-growing population and overcome obstacles that thwart socio-economic growth. While Ghana was the first country in Africa to implement family planning program, its birthrate is still twice as much as world average due to weak infrastructure and strategic plans to enforce the policy. Thus, there is a need to objectively verify the factors that affect family planning of fertile women of Ghana.Methods: Total of 630 self-administered questionnaires were distributed from April 8 to 17 of 2013 to collect data. Six-hundred eigh -teen questionnaires were analyzed, excluding the 12 incomplete questionnaires. Collected data were analyzed using PASW SPSS ver. 18, and logistic regression analysis was performed to verify the factors that affect practice of family planning.Results: Satisfaction with health and medical facilities, experience with family planning education and awareness of birth control methods significantly affected practice of family planning. Based on analysis using odds ratio, enforcement rate of family planning increased by 4.574 times when the subjects were satisfied with health and medical facilities, by 3.920 times when received family planning education, and by 3.284 times when they were aware of birth control methods.Conclusion: By adopting family planning education program, government should be able to change fertile women’s perception of family planning. A strategic plan is necessary in order to increase access to medical facilities, improve service satisfaction, and induce women to enforce family planning voluntarily.Keywords: Family planning services; Satisfaction with health and medical facilities; Experience with family planning education; Awareness of birth control method

The Moderating Effect of Technology Acceptance Perspectives on the Formation of e-SQ and Service Satisfaction in Low Cost Carrier Airline

As there is an increasing demand in public transportation and electronic transaction, the service quality of website determines the success of the service provider. Therefore, electronic service quality (e-SQ) plays an important role for any business involved in online transaction to attract customers. Customer’s assessment of e-SQ is usually based on their actual experiences of interaction with the website. According to previous research, there exists relationship between e-SQ and service satisfaction. The moderating effect of technology acceptance model (TAM) shows positive result. As e-SQ and TAM improve, this will, in turn, improve service satisfaction. However, the relationship between “e-SQ-TAM service satisfactions” has been found to be not consistent in the case of low cost carrier airline in Malaysia. With concern to further understanding of this area, the present study explores dimensions of e-SQ in low cost carrier airline context and their relationship with service satisfaction. Furthermore, the moderating effect of perceived ease-of-use and perceived usefulness (TAM) was explored. This study employed convenience sampling and questionnaire method to gain data; 392 completed questionnaires were gathered from Malaysia Airline Industry (low cost carrier) website users. The result indicated that e-SQ dimensions: customization, site privacy and aesthetic, efficiency, system availability and fulfillment constitute e-SQ for low cost carrier airline. Moreover, the result also illustrates that perceived ease-of-use and perceived usefulness (TAM) positively moderate the relationship between e-SQ and service satisfaction.

장애 대학생의 도서관 서비스 만족도 분석

현재 많은 장애 대학생은 교육적 불평등, 문화적 격리, 정보문맹, 광범위한 캠퍼스 활동에서의 차별에 직면하고 있다. 그러나 장애학생의 최대 장애요소는 학습에 필요한 지식정보에 대한 접근의 부재나 어려움이라 할 수 있다. 따라서 도서관은 장애학생을 차별하지 않아야 하며, 정보자원 및 서비스에 대한 동등한 접근과 이용을 보증해야 한다. 이러한 맥락에서 본 논문은 장애학생을 대상으로 설문 및 면담조사한 결과에 근거하여 대학도서관의 시설과 공간서비스, 직접적 및 간접적 서비스, 총체적 서비스에 대한 만족도와 요망사항을 분석하고 서비스 만족도 제고방안을 제시하였다.

2314 飲食業におけるサービス満足度向上を目指した人員シフト計画に関する研究 : 従業員の能力差を考慮した計画手法の提案

2314 飲食業におけるサービス満足度向上を目指した人員シフト計画に関する研究 : 従業員の能力差を考慮した計画手法の提案

군 병원코디네이터에 대한 역할인식과 서비스 요구도

The purpose of this study was to analyze the service needs and role awareness of military hospital coordinator to provide basic data for establishing the role of military hospital coordinator and facilitating efficient, systematic work performance. Questionnaires were used to survey military hospital out patients for 25 days from July 13 to August 11. 2011. The subjects were 616 outpatients. Research results, the recognition of higher awareness of the military hospital coordinator to perform the work to know if the work performed was low awareness of the present in the generally. High service needs was generally presented among outpatients that perceived the work performed by the military hospital coordinator, and most of the work preformed in the service needs was higher, showed a high needs. The results of this study showed that military hospital outpatients presented low role awareness but high level of service needs for military hospital coordinator. Establish roles of military hospital coordinator and provide for systematic performance if so can military hospital will contribute to improving service satisfaction.

A Study on E-Government Applications Model Construction Based on Government Customer Relationship Management

This paper tries to find the ways to improve the service quality which government supply for business and public and improve service satisfaction. In order to find the methods, the paper firstly introduce the conception of Government Customer Relationship Management, then analysis the relationship of Customer Relationship Management and Government Customer Relationship Management, build e-government application model of Government Customer Relationship Management, propose the ways of e-government application of Government Customer Relationship Management, through establish the service concept of “citizen-centered", innovation and integration of communication and service channels, we can improve the relations of customer and government, improve the public satisfaction.

Causal relationships between background characteristics, service utilization, satisfaction, and service outcomes (school performance): A path analysis

This study develops a causal model to examine the relationships between service outcome (school performance) and consumer satisfaction, service utilization, and demographic characteristics of the youth receiving mental health services. Data for 281 children, aged 12–18, served from April 2003 to December 2004 were used for the analyses. Causal relationships among variables of the proposed model were tested by using AMOS, and the respecified model was accepted as the final model with good fit to the data (⁎2 = 5.099, df = 8, NFI = .951, CFI = .998, RMSEA = .001). Results of the model test point to the importance of the children's age, service intensity, and consumer satisfaction as determinants of school performance outcome. In particular, increased worker satisfaction and overall satisfaction lead to increases in the perceived success satisfaction and this satisfaction, in turn, leads improvement in grades. Efforts to improve service satisfaction are emphasized and studies based on a more dynamic perspective are needed.