Improve Service Quality Research Articles

Integrating Human Resource Development and Halal Tourism Strategies for Sustainable Development in Indonesia

This research aims to explore the integration of human resource development (HRD) into the growth of the halal tourism industry in Indonesia. Using a literature review method, the study examines strategies to enhance the sector's sustainable competitive advantage by focusing on HRD initiatives, including employee training, cultural competence, and service quality improvement in accordance with sharia principles. The findings indicate that while Indonesia has great potential in halal tourism, several barriers such as institutional readiness, inadequate infrastructure, and regulatory gaps hinder its full development. The study emphasizes the importance of continuous innovation, strategic marketing, and regulatory alignment to overcome these challenges. Recommendations include investing in human capital and fostering innovation to ensure Indonesia’s positioning as a global leader in halal tourism.

Quality of services as a vector for expansion and development of service activities

The article studies problematic aspects of expansion and development of service activities in Russia. The main purpose of the study is to analyze problematic aspects of the service sphere development and existing and most popular methods of assessing the quality of services. The relevance of the study is due to the need to expand service in the country, considering orientation on the interests of the end consumer and with simultaneous improvement of service quality. The main objectives of the study are: to identify problematic aspects of development of service activities in Russia, to identify and analyze the shortcomings of the methods used by service enterprises to assess the quality of services, and to propose options for their minimization and elimination. The article used both theoretical methods (analysis of current regulatory legal acts, as well as scientific works of researchers in this field) and empirical research methods (practical substantiation of the need to improve the quality of services provided to customers). On the basis of the analysis of the most popular and frequently used methods of service quality assessment the advantages and disadvantages of their application have been revealed. The study results are the problems identification that have a negative impact on service activities development and proposal of possible options for their solution.

Quality Improvement Decisions in Service Supply Chains with Collaborative and Free-Riding Behaviors

The dominant position of a member within a service supply chain plays a crucial role in fostering a willingness to improve service quality. Consequently, this study examines a service supply chain comprising a supplier and an integrator, aiming to investigate the influence of four different power structures, namely, supplier-led, integrator-led, supplier–integrator power balance, and supplier–integrator centralized decision, on the decision-making process for service quality improvement by members. The findings highlight that the optimal willingness to improve service quality in a service supply chain is not necessarily infinitely close to 100%, and is influenced by factors such as revenue share, cost, effect, and dominant position. In cases where the collaborative improvement effect is weak, even the dominant member may display a limited willingness, rendering centralized decision-making meaningless. If the collaborative improvement effect surpasses the combined independent improvement effects, the dominant position can help strengthen willingness, although it may not always result in higher profits. Conversely, a power-balanced scenario can be advantageous in achieving the highest profit for the entire supply chain.

Understanding critical service factors in neobanks: crafting strategies through text mining

Purpose This study aims to analyse and understand customer sentiments and perceptions from neobanking mobile applications by using advanced machine learning and text mining techniques. Design/methodology/approach This study explores a substantial large data set of 330,399 user reviews available in the form of unstructured textual data from neobanking mobile applications. This study is aimed to extract meaningful patterns, topics, sentiments and themes from the data. Findings The results show that the success of neobanking mobile applications depends on user experience, security features, personalised services and technological innovation. Research limitations/implications This study is limited to textual resources available in the public domain, and hence may not present the entire range of user experiences. Further studies should incorporate a wider range of data sources and investigate the impact of regional disparities on user preferences. Practical implications This study provides actionable ideas for neobanking service providers, enabling them to improve service quality and mobile application user experience by integrating customer input and the latest trends. These results can offer important inputs to the process of user interaction design, implementation of new features and customer support services. Originality/value This study uses text mining approaches to analyse neobanking mobile applications, which further contribute to the growing literature on digital banking and FinTech. This study offers a unique view of consumer behaviour and preferences in the realm of digital banking, which will add to the literature on the quality of service concerning mobile applications.

Perceived stakeholder benefits of continuously training general practitioners in the same rural or remote practice: interviews exploring the Remote Vocational Training Scheme.

Explore stakeholder perspectives of the benefits of continuously training general practitioners in the same rural or remote practice in distributed locations via the Remote Vocational Training Scheme (RVTS). Online one-hour semi-structured interviews were conducted with 27 RVTS staff, participants and supervisors from all states and territories between 16 October and 24 November 2023. Data were deductively and inductively coded by stakeholder type and the range of benefits, and the findings were informed by insights from a project reference group and a stakeholder advisory group. Questions explored the benefits of the RVTS - a program which supports doctors already working in rural, remote and First Nations communities to train towards general practice or rural generalist fellowship while remaining in the same practice. Perspectives on the nature and spread of benefits. Broad benefits were perceived to flow to four system-level stakeholders: communities, health services, participants and policy makers. Perceived participant and community benefits were doctors staying longer in distributed locations with tailored place-based supports and training, doctors building relationships with patients, and doctors learning through longitudinal care. Health service benefits included reduced reliance on locums, improved continuity of accessible and appropriate services in areas otherwise facing major recruitment and retention issues, and the doctors having more time to contribute to improving service quality and upskilling local staff. Policy-maker benefits were sustaining safe and high quality services for distributed populations with high needs. The RVTS model was perceived to offer diverse benefits for different system stakeholders which could improve quality of learning, service delivery and community care. It also aligned with key policy directions for a distributed and sustainable generalist workforce under the goals of the National Medical Workforce Strategy 2021-2031 and the directions set by the independent review of overseas health practitioner regulatory settings led by Robyn Kruk. However, models like the RVTS largely rely on distribution levers to recruit more doctors to the locations it supports.

The Impact of Healthcare Service Quality on Patient Satisfaction at University Health Center

Patient satisfaction is a critical aspect of healthcare service quality that needs to be periodically evaluated and improved. Understanding various factors, including empathy, assurance, reliability, tangibility, and responsiveness, is necessary to enhance healthcare quality and improve patient satisfaction. This research aims to investigate the level of patient satisfaction and the relationship between patient satisfaction and service quality, using the five SERVQUAL model as a framework. A positivist approach was used to explore the relationship between variables. Data collection was carried out for two weeks using online questionnaires. For this research, 120 UiTM respondents were chosen using convenience sampling. Data was analyzed using SPSS version 29. The findings revealed a significant positive relationship between tangibility, responsiveness, and empathy with patient satisfaction. This study highlights the importance of regularly assessing patient satisfaction and identifying areas for improvement in healthcare service quality. University health centers can enhance patient satisfaction and provide better student healthcare services by focusing on tangibility, responsiveness, and empathy.

5144 Lessons Learned: Evaluation of a Fracture Liaison Service Quality Improvement Efforts

Abstract Disclosure: M.S. Rothman: None. D.R. Fixen: None. L.M. Schilling: None. A.M. Elsheikh: None. A.M. Marcus: None. S.J. Billups: None. Background: The Fracture Liaison Service (FLS) care model, a care coordination program for patients experiencing a fragility fracture, is proven to improve management of patients with an osteoporotic fracture, but treatment initiation gaps persist. We describe the evolution of a centralized FLS within a university-based healthcare system, including impact of adding clinical pharmacist consultation and describe circumstances surrounding continued care gaps. Design: Cohort analysis of osteoporosis medication initiation before FLS, after initial implementation, and after addition of pharmacist consultation. Patients: Individuals aged 65 and older experiencing any fragility fracture between 7/1/16 - 3/31/22. Intervention: A centralized team outreached eligible patients, ordered dual x-ray absorptiometry and laboratory tests as needed, and scheduled an osteoporosis-focused primary care appointment. Three years after FLS implementation, clinical pharmacist consultative review was added prior to the primary care visit. Main Measures: Initiation of osteoporosis pharmacologic therapy, completion of DXA, primary care follow-up rate, and description of circumstances where therapy was not initiated. Key Results: Of 1204 new fractures between 7/1/16-3/31/22, 315 patients were enrolled in one of two FLS phases, and 89 eligible historical controls were identified. Medication initiation rates went from 22/89 (25%) pre-FLS to 201/428 (47%) after-FLS phase 1 [POST1], (p<0.001) and to 106/187 (57%) after FLS phase 2 (POST2), when clinical pharmacist consultation was added (p=0.03 versus POST1). DXA was completed in 56/89 (67%) of pre-FLS patients, 364/428 (85%) POST1 patients (p<0.001 versus pre), and 163/187 (87%) POST2 (p< 0.001 versus PRE, p=0.59 versus POST1). Of 375 patients who did not initiate osteoporosis medication, more in the combined post-FLS cohorts attended a follow-up primary care appointment (233/308, 76% attended, versus pre-FLS 41/67, 61% , p=0.016). Conclusion: An FLS including centralized outreach and care coordination significantly improved patient follow-up, DXA, and medication initiation. Addition of de-centralized pharmacist consultation further improved medication initiation rates. Presentation: 6/3/2024

Evaluation of critical value report of laboratory results based on national quality indicators at Bima general hospital

Background: To improve service quality and patient safety, Bima Regional General Hospital has set quality targets according to the national indicator. One such indicator is the national quality indicator for laboratory services, which aims to achieve a critical laboratory value report of 100%. Objectives: This research aims to evaluate the reporting of laboratory critical values by considering the achievement of predetermined quality indicator targets. Material and Methods: This research was carried out by collecting secondary data using the cross sectional design at Bima Hospital from January 2023 to March 2023 with a total sampling of critical value reports to the clinician or room nurses from all treatment rooms. Achievement of reporting time is calculated based on the percentage of timeliness of reporting critical value results compared to the total of all critical value reporting and is expressed as 'achieved' and 'not achieved'. Results: This research identifies the achievements of reporting that do not meet the target, and several obstacles and challenges that affect the efficiency and effectiveness of reporting. These findings indicate needs for improving coordination, communication and reporting procedures to support better achievement of quality indicator targets. Conclusions: The proposed improvement recommendations can help hospitals optimize the laboratory reporting process, thereby improving the quality of service and overall patient safety.

Rapid Analysis of Tourism Geography and Airport Representative Transferability Skills on Foreign Tourist Satisfaction

This research aims to analyze the relationship between tourism geography and the role of Airport Representatives with transferability skills on foreign tourists' satisfaction in handling airport arrivals and departures. The methodology used is a mixed method which includes interviews, observations, and questionnaires to collect data, as well as path analysis to test the relationship between variables. The results of the analysis show that the "Geography of Tourism" variable shows an f square value of 0.609, which shows a very large or very significant effect on the "Tourist Satisfaction" variable. This shows that tourism geography has a strong influence on tourist satisfaction. Airport Representative service quality has a significant effect on tourist satisfaction with an original sample value of 0.772 and a T-statistic of 35.927, and transferability skills contribute with an original sample value of 0.521 and a T-statistic of 14.661. The conclusion of this research confirms that improving communication skills and handling emergency situations by Airport Representatives can significantly increase tourist satisfaction. In addition, positive experiences at the airport have the potential to increase tourist loyalty. The implication of this research is the importance of investing in training and skills development for Airport Representatives to improve service quality in the tourism industry.

QM-ARC: QoS-aware Multi-tier Adaptive Cache Replacement Strategy

Distributed data-centric systems, such as Named Data Networking, utilize in-network caching to reduce application latency by buffering relevant data in high-speed memory. However, the significant increase in data traffic makes expanding memory capacity prohibitively expensive. To address this challenge, integrating technologies like non-volatile memory and high-speed solid-state drives with dynamic random-access memory can form a cost-effective multi-tier cache system. Additionally, most existing caching policies focus on categorizing data based on recency and frequency, overlooking the varying Quality-of-Service (QoS) requirements of applications and customers—a concept supported by Service Level Agreements in various service delivery models, particularly in Cloud computing. One of the most prominent algorithms in caching policy literature is the Adaptive Replacement Cache (ARC), that uses recency and frequency lists but does not account for QoS. In this paper, we propose a QoS-aware Multi-tier Adaptive Replacement Cache (QM-ARC) policy. QM-ARC extends ARC by incorporating QoS-based priorities between data applications and customers using a penalty concept borrowed from service-level management practices. QM-ARC is generic, applicable to any number of cache tiers, and can accommodate various penalty functions. Furthermore, we introduce a complementary feature for QM-ARC that employs Q-learning to dynamically adjust the sizes of the two ARC lists. Our solution, evaluated using both synthetic and real-world traces, demonstrates significant improvements in QoS compared to state-of-the-art methods by better considering priority levels. Results show that QM-ARC reduces penalties by up to 45% and increases the hit rate for high priority data by up to 84%, without negatively impacting the overall hit rate, which also increases by up to 61%.

Pentingnya Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Loyalitas Pelanggan di CV Putra Timur Farm

In the constantly shifting and challenging market landscape, one notable phenomenon is the surge in new businesses. This study focuses on examining the impact of service quality and consumer trust on customer loyalty at CV Putra Timur Farm. In the commodity business, where prices frequently fluctuate, maintaining customer loyalty is essential for business sustainability. Data for this research was collected through observations and questionnaires and analyzed using the Structural Equation Modeling (SEM) Partial Least Squares (PLS) method. The results of the analysis indicate that excellent service quality and high levels of consumer trust have a positive and significant effect on customer loyalty. The findings highlight the critical importance of improving service quality and building strong consumer trust to maintain and enhance customer loyalty, especially amid unpredictable price fluctuations in commodity markets. This research underscores the need for businesses to focus on service excellence and trust-building strategies to ensure long-term customer retention and overall business success

A study of older women’s lives in India beyond four walls

This paper conducts a comparative and exploratory study on altruistic and pay-to-stay care systems, exploring the intersection of tradition and contemporary society. The research delves into the underlying mechanisms of both care systems, shedding light on the daily lives, challenges, and vulnerabilities of older women residing in care homes. Emphasising the state’s and market’s evolving role in the older care system, the study highlights the relatively recent market invasion. Employing an exploratory and descriptive research design, the sample comprises fifty-six women aged 60 and above in Lucknow city’s (Uttar Pradesh, India) care homes. Given the heterogeneity among women in care homes regarding social and moral values, the study utilises multi-stage random, stratified, and purposive sampling techniques as needed for the analysis. Data had been gathered from two care homes— one not charging residents and another a paid facility catering to lower-middle and middle-income groups. The researcher spent a year and a half working in these homes, conducting interviews with all respondents. The paper uncovers distinctions in care homes based not only on altruism and pay-to-stay but also on caste and class dynamics, contributing to social inequality and limiting social mobility. The stratification of the State and market results in varying quality of life for older women. While the market holds potential for innovation and improved service quality, economically dependent women often defer this choice to their family members. Socioeconomic status significantly influences the decision to lead a dignified life, with some women reluctantly relying on the state for survival after being abandoned by their families, leaving them hapless and hopeless.

The Relevance of Indicator Assessment for Planning and Decision-Making in Urban Monitoring

Objective: The objective of this study is to investigate the application of information systems in urban monitoring management, specifically focusing on the analysis of indicators that can support decision-making. The study aims to explore which indicators are associated with monitoring management, their correlations with various provided services, and the triggers that activate these services. Theoretical Framework: This research is grounded in Contingency Theory, which posits that organizational effectiveness is contingent on how practices are adapted to specific contexts. Key concepts include the integration of information systems, data-driven decision-making, and urban management efficiency. Method: The methodology employed involves a combination of quantitative and qualitative data collection and analysis methods. This approach provides a comprehensive and contextualized understanding of urban monitoring operations. Data collection methods include [specify methods used, e.g., surveys, interviews, or observations]. Results and Discussion: The findings demonstrate the critical role of integrating information systems with everyday monitoring practices, allowing for the extraction and application of accurate and relevant data to enhance urban service management. The discussion highlights the implications of these findings within the theoretical framework, examining the relationships and discrepancies identified and considering the study's limitations. Research Implications: The study provides both theoretical and practical implications, offering insights into how the findings can be applied to improve practices in urban management. The implications are particularly relevant for enhancing the responsiveness and adaptability of urban monitoring strategies. Originality/Value: This study contributes to the literature by offering a novel perspective on the integration of information systems in urban monitoring, highlighting the importance of data-driven decision-making. The research's relevance is underscored by its potential to influence urban management practices and improve service quality.

Strategi Bank Muamalat Cabang Jember Dalam Meningkatkan Kualitas Pelayanan Dan Kepuasan Nasabah

This research aims to explore the strategy of Bank Muamalat Jember Branch in improving service quality and customer satisfaction. The research method used in this research is a qualitative descriptive approach with the data collection methods used are observation, interviews and documentation. The research results based on interviews stated that the strategies carried out by Bank Muamalat Jember Branch in improving service quality were in applying SERVQUAL (service quality), namely tangible, reliability, responsiveness, assurance and empathy; and strategies for increasing customer satisfaction by Bank Muamalat Jember Branch implementing customer measurement methods, namely a suggestion complaint system and customer satisfaction surveys.

Demand-Aware Distributed Pathfinding for Repositioning Vehicles in Shared-use Autonomous Mobility Services

Shared-use autonomous mobility services (SAMS) have the potential to provide accessible and demand-responsive mobility to passengers, while benefitting from autonomous vehicle (AV) technology and bypassing challenges related to supply-side incentives or individual driver goals. SAMS operators typically aim to achieve efficiency and improved service quality in their fleet operations, both of which are further enabled by the use of AVs. Specifically, fleet repositioning decisions in anticipation of future demand can improve service quality, but existing approaches in the literature seldom consider the problem of routing repositioning vehicles in a way that further improves SAMS objectives. This paper presents an approach for demand-aware distributed routing pathfinding for repositioning vehicles, which can supplement existing vehicle repositioning approaches. The problem is formulated with a multi-criteria objective that minimizes the vehicles’ total travel time and maximizes their total demand-serving potential, while distributing that potential equitably among the ride-seeking passengers across the transportation network. We evaluate the proposed approach via numerical experiments using an agent-based simulation of SAMS operations in the network of Manhattan in New York City. The proposed approach is compared to a baseline simple shortest path approach for routing the repositioning vehicles. The results demonstrate that mean passenger waiting times for pick-up can be reduced, while also reducing the total vehicle miles and the empty miles travelled due to repositioning. Thus, the proposed approach can help improve the overall system performance in terms of both service quality and efficiency metrics, relative to the baseline approach.

E-Presence Application Increases the Level of Health Personnel Discipline to Improve the Quality of Health Services in Hospitals (Systematic Review Paper)

ABSTRACT In the era of increasingly advanced digital technology development, the government in Indonesia uses the E-presence digital attendance application to make attendance easier for its health workers. The use of e-presence is a form of progress in information technology in government. It is necessary to research changes in the level of discipline of health workers in implementing E-presence so that it can improve the quality of service or even reduce the quality of service. Find out how the use of E-presence among health workers can improve work discipline and improve service quality. The research design in this article uses descriptive qualitative research with data originating from the results of systematic reviews from various relevant national journal sources. Articles were obtained from Google Scholar and PubMed with identification in 2023 via Google Scholar n=205 and PubMed n=80. National and International Articles. With the keywords "Digital E-Presence", "Discipline Level", "Service Quality", "Attendance", "Android", "QR Code", and "Discipline". Penelusuran artikel penelitian di tahun 2023 menggunakan kata kunci pada database (n=285). Dilakukan skrining berdasarkan kriteria inklusi dan ekslusi, dan menghasilkan 9 artikel penelitian yang layak sesuai dengan kriteria. This research has changed the motivation of health workers where the level of discipline of health workers has increased and their orientation towards achievement has also improved. The use of e-presence has the impact of increasing the quality of service in hospitals because health workers are present to serve patients on time. Keywords: Health Personnel, The Quality Of Health, Services In Hospitals

DAMPAK PENERAPAN DIGITALISASI ARSIP DI DESA CIBOGO KEC.CIBOGO, KAB.SUBANG TERHADAP KEGIATAN PELAYANAN MASYARAKAT

The ever-increasing development of digitalization has made village governments begin to apply it in the process of providing services to the community and in the process helps facilitate the work carried out by employees, thereby making the service process fast and easy. Digital archives are used to simplify the process of searching for archives that have been created and reduce physical archives that require space for storage. By using observation and interview research methods as well as system development methods using waterfall, the results obtained from this research are that the digital archive system can run well and can be used by users. If a digital archive system is compared with conventional archives, the result is that digital archives can improve service quality, making it easier for employees to manage archives. Digital archives can reduce paper use by 50 percent, thereby reducing environmental impacts caused by paper use, such as cutting down trees and pollution from the use of chemicals

Tele-Law: Bridging the Legal Access Gap for Marginalized Communities in Rural India Using ICT

The Tele-Law scheme in India leverages Information and Communication Technology (ICT) to provide legal assistance to marginalized communities through Community Service Centers (CSCs). This paper evaluates the Tele-Law scheme's current implementation process and impact, focusing on how ICT has enhanced access to justice, particularly in rural and marginalized communities. We describe the implementation of the Tele-Law scheme in India, followed by an analysis of available data on the scheme focusing on metrics related to access to justice, types of cases filed by the vulnerable sections, and the resolution of these cases. The study uses a combination of quantitative and qualitative data to assess the impact of ICT on the judicial system's effectiveness and the impact of CSCs. Our findings highlight significant improvements in legal access for rural populations. The study identified a few challenges in the Tele-Law implementation scheme, such as digital literacy, infrastructure gaps, and systemic barriers. We recommend reengineering the current implementation process and suggest strategies to improve the scheme's reach and efficiency by adding additional tools to integrate ICT into the Tele-Law program. This will enhance the reach of Tele-Law, improve service quality, and ensure a sustainable long-term impact on the legal empowerment of marginalized populations in India.

Effect Of Strategic Innovation On Sustainability Of Mission Hospitals In Kiambu County, Kenya

Kenya's healthcare sector plays a crucial role in economic growth and the realization of Vision 2030. Mission hospitals in Kiambu County, however, face sustainability challenges, including inadequate financial resources, staff turnover, weak health systems, and patient non-payment. This study investigated how strategic innovation affects the sustainability of these hospitals, focusing on business models, services, processes, and technological innovations. The research involved 100 managers from seven mission hospitals, using a census approach and a cross-sectional descriptive design. Data were analysed using SPSS, with multiple linear regression to determine relationships between variables. The study found that adopting innovative business models, aligning with market trends, improving service quality, and implementing technological solutions like telemedicine and electronic health systems significantly enhanced operational efficiency, patient satisfaction, and financial stability. The study recommended that mission hospitals regularly review and adapt their value propositions, while the government should support innovation through policies to ensure healthcare sustainability.

Artificial Intelligence And Its Implications In Health Care: A Textual Analysis

This all-inclusive research paper plunges into the transformative nature of artificial intelligence (AI) in healthcare, emphasizing its ability to change patient care and administrative activities. The investigation examines systematically how AI technologies are creating major improvements towards patients’ outcomes and enhanced operational efficiency within the healthcare systems. From diagnostics to personalized treatment plans and administrative tasks, AI is being integrated using sophisticated algorithms in numerous aspects of healthcare delivery. One major focus is improving diagnostic accuracy. AI-backed diagnostic tools such as image recognition software as well as predictive models have outperformed traditional methods in medical condition identification and diagnosis. For instance, artificial intelligence algorithms show exceptional skills in analysing medical images resulting to earlier detection as well as accurate diagnoses of diseases like cancer, cardiovascular conditions among others neurological disorders. These enhancements not only allow for timely intervention but they significantly reduce instances where diagnosis goes wrong hence enhancing patient prognosis while reducing health costs drastically. The ability to customize personalized therapy is yet another essential aspect of AI in healthcare. With such information as genetic data, medical records and lifestyle factors, and other patient information, AI systems can develop individualized treatment plans. It is for this reason that personalization of treatments enhances their efficiency while reducing the risk of any adverse effects as well as ensuring patients’ adherence to prescribed therapies. Besides, it is important to note that AI-driven predictive models are helpful in identifying individuals with a higher probability of developing specific conditions thereby allowing interventions aimed at preventing diseases and bettering overall population health. AI has also transformed administrative tasks within hospitals besides its clinical applications. For example, AI driven automation is now used to streamline scheduling of appointments or billing processes or even storage of patient records which are normally considered routine administrative works. In addition, through these means there is reduced burden on administrative duties for healthcare workers who continue to perform them with increased precision and timeliness. The net effect is that time and resources can be redirected towards more direct patient care thus improving service quality across the board’s entire system