Improve Service Quality Research Articles

Data Envelopment Analysis and Models in Healthcare Services: A Review

Data Envelopment Analysis (DEA) is a widely used method for measuring efficiency and performance in healthcare services. In this article, we will examine the role of DEA and the models used in the healthcare sector. DEA is a method used to measure the efficiency of units (such as hospitals, clinics) with multiple inputs and outputs. Essentially, data envelopment analysis conducts a performance analysis that shows how units utilize their existing resources and how they can optimize these resources. Units such as hospitals, clinics, and healthcare organizations must deliver more services with limited resources. DEA helps these organizations to use their resources most efficiently. DEA is used to increase operational efficiency, reduce costs, and improve service quality in healthcare services. There are various models available for data envelopment analysis. The most common ones include Data Envelopment Analysis (DEA) and Stochastic Data Envelopment Analysis (SDEA). While DEA is used for measuring efficiency that can be either constant or variable in scale, SDEA considers uncertainties and random effects. There are various advantages and disadvantages. Facilitates efficient use of resources, brings a data-driven approach to the decision-making process and objectively evaluates performance in healthcare services. Disadvantages are data deficiencies or poor quality may pose challenges in some cases and the complexity of the model may complicate the application and interpretation process. Data envelopment analysis in healthcare services is a powerful tool for measuring and improving the efficiency of organizations. However, proper use of data and careful application of the model are essential.

Perceptions on service quality at licensing service centres

Organisations in the public sector are faced with challenges in the delivery of high-quality services to clients. This research paper reports on a study conducted to determine clients’ perceptions of service quality at licensing service centres (LCSs) in the City of Tshwane (CoT) Metropolitan Municipality, South Africa. The research adopted a quantitative approach to realise the research objective. A convenience sampling method was used to collect primary data. 262 respondents participated in the research. A structured questionnaire was used to collect primary data from respondents. The research used the SERVPERF instrument to measure service quality. Respondents were asked to rate the level of service at LSCs. The descriptive data analysis method was used to analyse the primary data with the aid of a statistical software package, Statistical Package for Social Sciences (SPSS). Cronbach's alpha values were used to measure the internal consistency and reliability of the measurement scales. The results revealed that all rated service quality dimensions were average, which means that respondents neither agreed nor disagreed with statements about the level of service offered by LSCs. The research paper includes recommendations on the continuous improvement of service quality at LSCs and on future research directions.

The Effect Of Product Quality And Price On Coal Purchase Interest Through Sales Based On Non-Kai Logistics At Pt Bukit Asam, Tbk

This study aims to analyze the effect of product quality and price on coal purchase interest through non-KAI-based logistics sales at PT Bukit Asam, Tbk. The background of this research is driven by the challenges faced by the company in increasing purchase interest through more flexible distribution strategies and reducing reliance on railway transportation. The research method used is quantitative, with data collected through surveys of 150 respondents, consisting of customers and brokers. Data analysis was conducted using multiple linear regression. The results show that product quality and price positively and significantly impact coal purchase interest. High product quality has been proven to enhance customer satisfaction, while competitive pricing is crucial in attracting consumer interest. In conclusion, PT Bukit Asam, Tbk, should continue to improve service quality and offer more competitive prices to expand its market and increase sales through the non-KAI logistics system.

Assessing Student Satisfaction and Institutional Efficiency in Dormitory Management: A Qualitative Analysis Based on Student Perspectives

This research examines the information management processes implemented in student dormitories and evaluates the enhancement of institutional efficiency based on student satisfaction. The study involved 150 students residing in dormitories across two universities, and data were collected through participant interviews. The findings indicate that while dormitory management is perceived as effective in some areas, there are significant opportunities for improvement in information management, communication, and service quality. Based on the student feedback, this article proposes several strategies to enhance dormitory management, including the adoption of digital platforms for better communication, regular maintenance schedules, and improved transparency in financial management. The challenges of implementing these measures, such as resource constraints and institutional resistance to change, are also discussed. These recommendations aim to improve student satisfaction and, consequently, institutional efficiency.

Planning for and Assessing Rigor in Rapid Qualitative Analysis (PARRQA): a consensus-based framework for designing, conducting, and reporting

BackgroundThe use of rapid qualitative methods has increased substantially over the past decade in quality improvement and health services research. These methods have gained traction in implementation research and practice, wherein real-time adjustments are often made to optimize processes and outcomes. This brisk increase begs the questions: what does rigor entail in projects that use rapid qualitative analysis (RQA)? How do we define a pragmatic framework to help research teams design and conduct rigorous and valid rapid qualitative projects? How can authors articulate rigor in their methods descriptions? Lastly, how can reviewers evaluate the rigor of rapid qualitative projects?.MethodsA team of seven interdisciplinary qualitative methods experts developed a framework for ensuring rigor and validity in RQA and methods suitable for this analytic approach. We conducted a qualitative evidence synthesis to identify gaps in the literature and then drew upon literature, standard procedures within our teams, and a repository of rapid qualitative training materials to create a planning and reporting framework. We iteratively refined this framework through 11 group working meetings (60-90 minutes each) over the course of one year and invited feedback on items to ensure their completeness, clarity, and comprehensibility.ResultsThe Planning for and Assessing Rigor in Rapid Qualitative Analysis (PARRQA) framework is organized progressively across phases from design to dissemination, as follows: 1) rigorous design (rationale and staffing), 2) semi-structured data collection (pilot and planning), 3) RQA: summary template development (accuracy and calibration), 4) RQA: matrix analysis (matrices), and 5) rapid qualitative data synthesis. Eighteen recommendations across these sections specify best practices for rigor and validity.ConclusionsRapid qualitative methods play a central role in implementation evaluations, with the potential to yield prompt information and insights about context, processes, and relationships. However, guidance on how to assess rigor is nascent. The PARRQA framework enhances the literature by offering criteria to ensure appropriate planning for and assessment of rigor in projects that involve RQA. This framework provides a consensus-based resource to support high-level qualitative methodological rigor in implementation science.

Research on University Data Governance Scheme Based on Data Platform

A data governance solution for universities based on a data center is proposed to address various data management issues encountered in the construction of smart campuses. The solution consists of three parts: a data base, a data resource system, and a data center. With data assetization as the core and data serviceization as the goal, a complete set of mechanisms including data collection, standardization, cleaning and conversion, supporting management, and interface openness are adopted to cover the full lifecycle management of data, explore the value behind data, achieve synchronous improvement of data quality and data service quality, and promote the development of information technology and smart campus construction in universities.

Innovative Governance in Improving Excellent Services of Municipal Waterworks in Surabaya City

Municipal waterworks services in Surabaya City are considered inadequate and have caused many public complaints. To change this situation, innovation in government services is needed. The innovation provided must be in accordance with customer conditions and complaints. Municipal waterworks, which are regionally owned enterprises, are closely related to local governments; that is why governance innovation is needed. This study aims to describe innovative governance in Municipal Waterworks Surya Sembada Kota Surabaya. This study used the qualitative descriptive method. The subjects of this study were 5 Surabaya City people who were users of Municipal Waterworks Surya Sembada Surabaya services and 3 employees of Municipal Waterworks Surya Sembada Surabaya. The object of this study is the quality of services. Data collection techniques included interviews and documentation that is analyzed descriptively. Interviews were conducted about efficiency, effectiveness, conflict, orientation, and decision-making in providing services. The results obtained from this study show that Municipal Waterworks Surya Sembada Surabaya City has carried out innovative governance consisting of digitalization of services and work systems. Municipal Waterworks Surya Sembada Surabaya City uses the CIS (Customer Information System) application to make it easier for customers to report, pay, and register new installations. Innovative governance of Municipal Waterworks Surya Sembada Surabaya City has met eight indicators, namely, increased efficiency, improved effectiveness, improved service quality, no research conflicts, public interest orientation, carried out openly, fulfilled decision values, and accounted for the results. The human resources of Municipal Waterworks Surya Sembada Surabaya City are very competent but still experience obstacles in building communication with the community. The facilities and infrastructure of Municipal Waterworks Surya Sembada Surabaya City have met the standards, but additional transportation fleets are still required. Information technology of Municipal Waterworks Surya Sembada Surabaya City services has been maximized with the digitalization of services and work systems, but it is still constrained by applying for permits to local governments, which must be done manually and takes a long time. Keywords: service, innovative governance

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.