Key Quality Dimensions Research Articles

Unveiling the drivers of satisfaction in mobile trading: Contextual mining of retail investor experience through BERTopic and generative AI

The proliferation of mobile stock trading has introduced various apps with distinct features, emphasizing the need to understand users’ evaluations after adopting the service. This study explores the determinants of retail investors’ satisfaction with mobile stock trading services by employing an advanced textual analysis of customer reviews for four leading trading applications. We utilized Bidirectional Encoder Representations from Transformers (BERT) based Topic modeling (BERTopic modeling) to identify key topics within customer reviews and used the results as input for generative AI to discern the theme and sentiment of each topic. Based on Service Quality (SERVQUAL) theory, topics are categorized into key quality dimensions: functionality, usability, information quality, customer service, and system quality. Regression models were employed to assess the impact of the quality dimensions on investor satisfaction, revealing positive feedback on usability, information quality, and service quality as primary enhancers of satisfaction. In contrast, negative feedback on service quality, system quality, and functionality was identified as the primary inhibitor of satisfaction. This study explores how the influence of each quality dimension varies among different types of brokers (full-service vs. online-only brokerages). Finally, we propose a visualization tool called Topic Rating Impact and Frequency Analysis (TRIFA), which is designed to categorize topics based on their frequency of occurrence and impact on satisfaction. This tool aids in identifying the strengths and areas for improvement in services by effectively visualizing the results of text review analysis. This research not only deepens our understanding of the quality dimensions of mobile financial services but also offers valuable insights for service providers by suggesting predictive models that could help increase customer retention.

Beyond Panacea: Deconstructing the Multifaceted Relationship between Procurement Accountability and Quality in the County Government of Kitui, Kenya

Procurement and supply chain processes in public administration are often scrutinized for their susceptibility to inefficiency and corruption. This research investigated the influence of different accountability mechanisms on the quality of procurement and supply chain management within the Kitui County government in Kenya. Moving beyond a simplistic notion of accountability as mere responsibility, the study adopted a nuanced approach, drawing upon agency theory and institutional theory to analyse the interplay between formal rules, oversight bodies, and stakeholder engagement in shaping procurement outcomes. It examined how these mechanisms influence key quality dimensions like cost-effectiveness, transparency, and value for money. A mixed-method was employed, utilizing both quantitative surveys within the Kitui County procurement department and qualitative interviews with key stakeholders. The coefficients of correlation and the P-values were as follows: Accountability (Beta= 0.774, P-value= 0.000<0.05) thus indicating a statistical significance, 1 point increase in accountability increases quality of procurement by 0.774 hence indicating a very strong positive influence. This research serves as a springboard for further investigation into the nuanced dynamics of accountability within public procurement and supply chain management, ultimately aiming to improve quality and deliver greater value for public institutions and their stakeholders

Dimensions of quality of life in patients with heart failure and sarcopenia: a scoping review protocol

Objective: To map the dimensions of quality of life in patients with heart failure (HF) and sarcopenia. Methods: The scoping review will adhere to the JBI Manual for Evidence Synthesis methodology and will be reported following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses Extension for Scoping Reviews (PRISMA-ScR). Searches will encompass MEDLINE/PubMed, SCOPUS, EMBASE/Elsevier, LILACS, IBECS, BDENF (BVS), SciELO, Core Collection (Clarivate Analytics), CINAHL, Academic Search Premier (EBSCO), PsycINFO (APA), Cochrane Library, Epistemonikos, and academic search engines: Google Scholar and Bielefeld Academic Search Engine (BASE), without language or date restrictions. Inclusion criteria: Population — adults with HF and sarcopenia; Concept — Dimensions of quality of life including mobility, self-care, usual activities, pain/discomfort, and anxiety/depression — defined based on the EQ-5D-3L questionnaire; Context — any health care setting. Two independent reviewers will select studies and extract data, with a third reviewer consulted in cases of discrepancies. Findings will be presented graphically with a narrative summary. Expected results: We aim to uncover key dimensions of quality of life in individuals with HF and sarcopenia through this scoping review. Anticipated outcomes include insights into mobility, self-care, usual activities, pain/discomfort, and anxiety/depression across diverse health care settings. Relevance: This review sheds light on the interplay between HF and sarcopenia and its impact on quality of life. The findings may guide interventions, inform evidence-based decision-making, and contribute to targeted strategies to improve the wellbeing of individuals managing both conditions. Review registration: Open Science Framework [https://archive.org/details/osf-registrations-jn387-v1].

An Automated Big Data Quality Anomaly Correction Framework Using Predictive Analysis

Big data has emerged as a fundamental component in various domains, enabling organizations to extract valuable insights and make informed decisions. However, ensuring data quality is crucial for effectively using big data. Thus, big data quality has been gaining more attention in recent years by researchers and practitioners due to its significant impact on decision-making processes. However, existing studies addressing data quality anomalies often have a limited scope, concentrating on specific aspects such as outliers or inconsistencies. Moreover, many approaches are context-specific, lacking a generic solution applicable across different domains. To the best of our knowledge, no existing framework currently automatically addresses quality anomalies comprehensively and generically, considering all aspects of data quality. To fill the gaps in the field, we propose a sophisticated framework that automatically corrects big data quality anomalies using an intelligent predictive model. The proposed framework comprehensively addresses the main aspects of data quality by considering six key quality dimensions: Accuracy, Completeness, Conformity, Uniqueness, Consistency, and Readability. Moreover, the framework is not correlated to a specific field and is designed to be applicable across various areas, offering a generic approach to address data quality anomalies. The proposed framework was implemented on two datasets and has achieved an accuracy of 98.22%. Moreover, the results have shown that the framework has allowed the data quality to be boosted to a great score, reaching 99%, with an improvement rate of up to 14.76% of the quality score.

Analyzing the Influence of COVID-19 on the E-Commerce Customer’s Retail Experience in the Supermarket Industry: Insights from Brazil

Background: E-commerce’s convenience, speed, and ability to overcome geographical barriers have made it increasingly popular across industries. This study analyzed the impact of the COVID-19 pandemic on customer experience and satisfaction in supermarket retail e-commerce in the Brazilian market. The objective was to understand how the pandemic influenced satisfaction in this sector. Methods: A survey research method was employed, utilizing the Critical Incident Technique to identify key quality dimensions important to customers. A total of 133 valid responses underwent exploratory factor analysis. Results: Data analysis identified three dimensions significantly affecting overall customer satisfaction. “Presentation of Products in the Application (app)” had the highest correlation, while “Delivery Logistics” had the lowest. However, when considering the COVID-19 factor, “Delivery Logistics” showed the highest correlation. This indicates that the dimension most affected by the pandemic has the least impact on overall satisfaction in supermarket e-commerce. Conclusions: The study emphasizes the significance of understanding customer satisfaction in supermarket e-commerce, not just during the COVID-19 pandemic but also its post-pandemic consequences. Retailers should prioritize improving product presentation in apps, as it greatly influences overall satisfaction. Addressing the pandemic’s impact on delivery logistics is also crucial to ensure competitiveness in the e-commerce market.

RWD96 Implementation of a Real-World Data Quality Framework in a Nationwide Oncology Electronic Health Record-Derived Database

In recent years, multiple real-world data (RWD) quality frameworks have been released identifying key dimensions of quality. Practical considerations in applying these different frameworks to scaled datasets have not been well-described. We demonstrate the implementation of a RWD quality framework incorporating core published dimensions of data quality to a scaled, electronic health record (EHR)-based oncology RWD source.

Uticaj dimenzije serqual na satisfakciju i lojalnost kupaca - empirijsko istraživanje iz srpske hotelske industrije

The paper deals with the analysis of the implication of Total Hotel Service Quality (THSQ) on customer satisfaction and loyalty, as well as with identifying the key dimensions of Total Hotel Service Quality which significantly affect customer satisfaction and loyalty. The analysis was performed in the context of the national characteristics of the respondents (dimensions of national cultures determined by Hofstende) and the context of the demands of modern tourists. The empirical research included 175 participants who all were the hotel visitors. The results prove that the hypothesis of the significantly positive impact of THSQ on customer satisfaction and loyalty is valid. Also, the Assurance, Tangibility, and Empathy emerge as the key dimensions of quality while determining the level of satisfaction and loyalty of customers. The obtained results were verified using the Dufour Monte Carlo Simulation test procedure.

A Multivariate Model of Ridesharing Service Quality in Bangladesh

Customer Satisfaction and loyalty are critical indicators of the sharing economy’s long-term viability, particularly in developing countries. The main objective of this study is to develop a service quality model applicable in the sharing economy based on the ridesharing service perspective.Through synthesizing existing theories and literature, the dynamics of ridesharing service quality (RSSQUAL) have been conceptualized. To verify the study using thePLS-SEM analysis technique, data have been collected in Dhaka from 210 users of ridesharing services through an online questionnaire survey. This study finds that ridesharing service quality is a second- order model, whereby six primary dimensions including service availability, ease of use, empathy, tangibles, security & privacy, and cost constitute the primary dimensions. The study also finds significant relationships among RSSQUAL, service loyalty and customer satisfaction. Theoretically, this study extends the research of sharing economy through proposing the RSSQUAL model in a new research context. Practically, companies can focus on key quality dimensions to better satisfy the customers. Finally, the viability of sharing economy in the developing countries has been assessed through the determination of customer service loyalty and satisfaction.

Designing Travel Aggregator Application Using the Integration of Fuzzy Electronic Service Quality and Fuzzy Refined Kano

The rapid development of transportation business makes travel aggregator application needed by the community. One diversified multinational company in Indonesia has developed a travel aggregator application to make customers easier to choose travel according to their needs. However, application design does not meet the standards proven by a preliminary survey. Therefore, it is necessary to explore the user's needs for travel aggregator application. This research aims to identify True Customer Needs by using the integration of Fuzzy Electronic Service Quality and Fuzzy Refined Kano in order to improve accuracy of data. To ensure the quality of the application before it is released, there are 8 key dimensions of quality that used namely payment method, application design, ease of use, responsiveness, security & privacy, information quality, portability, and maintainability. Fuzzy Electronic Service Quality is used to measure the level of satisfaction using the Fuzzy questionnaire. Fuzzy Refined Kano is used to obtain categories namely attractive (A), must-be (M), one-dimensional (O), indifferent (I), reverse (R) and questionable (Q) on each attribute need with Fuzzy processing. Based on the integration, there are 22 attributes need with 14 strong attributes need that need to be improved. The improved attributes need is called True Customer Needs.

Asymmetric effect of feature level sentiment on product rating: an application of bigram natural language processing (NLP) analysis

PurposeThe evaluation of perceived attribute performance reflected in online consumer reviews (OCRs) is critical in gaining timely marketing insights. This study proposed a text mining approach to measure consumer sentiments at the feature level and their asymmetric impacts on overall product ratings.Design/methodology/approachThis study employed 49,130 OCRs generated for 14 wireless earbud products on Amazon.com. Word combinations of the major quality dimensions and related sentiment words were identified using bigram natural language processing (NLP) analysis. This study combined sentiment dictionaries and feature-related bigrams and measured feature level sentiment scores in a review. Furthermore, the authors examined the effect of feature level sentiment on product ratings.FindingsThe results indicate that customer sentiment for product features measured from text reviews significantly and asymmetrically affects the overall rating. Building upon the three-factor theory of customer satisfaction, the key quality dimensions of wireless earbuds are categorized into basic, excitement and performance factors.Originality/valueThis study provides a novel approach to assess customer feature level evaluation of a product and its impact on customer satisfaction based on big data analytics. By applying the suggested methodology, marketing managers can gain in-depth insights into consumer needs and reflect this knowledge in their future product or service improvement.

TOTAL QUALITY MANAGEMENT FOR CORPORATE SOCIAL RESPONSIBILITY IN SMALL & MEDIUM ENTERPRISES

Total Quality Management (TQM) is the mix of all functions and processes within the organisation to achieve continuous improvement of the quality of goods & services. TQM concerns about Quality right from the suppliers in the supply chain and focuses on customer satisfaction. Philosophically, TQM System in Japan is integrated, holistic, and wholesome, and doing well. “Corporate social responsibility is generally understood as being the way through which a company achieves a balance of economic, environmental and social imperatives (Triple-Bottom-Line Approach), while at the same time addressing the expectations of shareholders and stakeholders. The term "corporate social responsibility" even though became popular in the 1960s but has remained a term used indiscriminately. Business ethics is the part of applied ethics that examines ethical principles and moral or ethical problems that can arise in a business environment. ISO 26000 is the recognized international standard for CSR. This paper suggests a Total Quality Management (TQM) based approach to Corporate social responsibility (CSR). The study examines the characteristics of Corporate social responsibility. The study is based on key quality dimensions viz., reliability, responsiveness, competence, ease of use, security, and product portfolio. The result will help the top management in setting out priorities to achieve sustainable growth using CSR. KEYWORDS: TQM, Quality, Corporate Sustainability, Corporate social responsibility, Business strategy, SMEs.

Supporting A Developmental Approach for Shared Data Infrastructure

BackgroundPublic agencies hold important, yet largely unused, administrative data on the families and communities they serve. Integrated Data Systems (IDS) provide the governance process, legal framework, technology, and human capacity to connect these families and communities across data siloes. By securely linking administrative data across siloes, IDS are able to support data-informed decision making.
 IntroductionFor 10+ years, AISP has helped jurisdictions through the developmental process of building IDS. We operate a network of 22 U.S. states and counties with fully-functioning Integrated Data Systems, and provide technical assistance to 18 jurisdictions at various stages of IDS development.
 Objectives and ApproachThis session presents the outcomes of an independent evaluation of our Learning Community initiative (2019) and presents a new developmental framework that outlines key dimensions of quality and readiness for IDS building and implementation.
 ResultsAs of 2020, 20 sites have received formal 18-month cohort based technical assistance. This presentation will discuss site-based approaches to facilitate data sharing, including common challenges and solutions, and progress to date, including findings of an independent evaluation (2019). We will also present a framework developed based on the deep knowledge developed through technical assistance efforts, and findings from a national survey of data integration efforts conducted in 2020.
 The framework uses purpose, partnership structure, technical architecture, and organizational model—with respect to the strengths and challenges of each—to categorize and synthesize data integration efforts for social policy and program improvement. The developmental approach to our work emphasizes that we seek to understand methods for sustainability in diverse ways.
 Conclusion / ImplicationsWhile there is broad agreement in the value of integrating data across domains, developing the capacity and skills necessary to link administrative data for policy evaluation and research remains an elusive goal. Initial results indicate that an individualized yet collaborative technical assistance approach is successful in developing data integration capacity.

Big Data Quality Dimensions: A Systematic Literature Review

Although big data has become an integral part of businesses and society, there is still concern about the quality aspects of big data. Past research has focused on identifying various dimensions of big data. However, the research is scattered and there is a need to synthesize the ever involving phenomenon of big data. This research aims at providing a systematic literature review of the quality dimension of big data. Based on a review of 17 articles from academic research, we have presented a set of key quality dimensions of big data.

The impact of clinical trial units on the value of clinical research in Switzerland.

A prominent 2014 series by The Lancet on "Increasing value, reducing waste in biomedical research" provided recommendations on how to optimise precious resources, including in clinical research. Despite being ideally placed to lead the movement in patient-oriented clinical research, academia struggles to take corresponding measures and find ways to evaluate their impact. A decade ago, Swiss stakeholders established constructive initiatives to improve the quality of clinical research, including a national Clinical Trial Unit (CTU) Network, predominantly rooted in university hospitals. At the 10th anniversary of this network (2007-2017), we reflect on the CTUs' trajectory and review whether - and how - they have been successful in improving the value of clinical research conducted in Switzerland. Anonymised surveys with involved clinical research stakeholder institutions and CTU customers at university hospitals suggest that the CTU Network has positively influenced the quality of academic clinical research. Future goals should include standardised education on Good Clinical Practice; the establishing of an audit function; the positioning of the network as an "entrance gate" for international trials; and support for young scientists launching their careers. Although stakeholder feedback has been very positive, praise does not constitute a standardised measure of the actual impact of CTU services. Beyond that, a broad understanding and practical guidance on how to increase value in academic clinical research are still lacking. We conclude with ways forward, including "INcreasing QUality In clinical Research" (INQUIRE), a comprehensive framework for the practical assessment of quality in academia developed by the CTU Basel. INQUIRE, founded on consensus across international and Swiss stakeholders, outlines six key quality dimensions to be fulfilled study-wide and is available for all relevant parties involved. INQUIRE encourages academic institutions to adopt waste-reducing strategies and strives to build an evidence-based clinical research landscape in Switzerland, with national and international influence.

Safety and quality in critical patient care.

The care quality has gradually been placed in the center of the health system, reaching the patient safety a greater role as one of the key dimensions of quality in recent years. The monitoring, measurement and improvement of safety and quality of care in the Intensive Care Unit represent a great challenge for the critical care community. Health interventions carry a risk of adverse events or events that can cause injury, disability and even death in patients. In Intensive Care Unit, the severity of the critical patient, communication barriers, a high number of activities per patient per day, the practice of diagnostic procedures and invasive treatments, and the quantity and complexity of the information received, among others, put at risk these units as areas for the occurrence of adverse events. This article presents some of the strategies and interventions proposed and tested internationally to optimize the care of critical patients and improve the safety culture in the Intensive Care Unit.

Safety and quality in critical patient care

The care quality has gradually been placed in the centre of the health system, reaching the patient safety a greater role as one of the key dimensions of quality in recent years. The monitoring, measurement and improvement of safety and quality of care in the Intensive Care Unit represent a great challenge for the critical care community. Health interventions carry a risk of adverse events or events that can cause injury, disability and even death in patients. In Intensive Care Unit, the severity of the critical patient, communication barriers, a high number of activities per patient per day, the practice of diagnostic procedures and invasive treatments, and the quantity and complexity of the information received, among others, put at risk these units as areas for the occurrence of adverse events. This article presents some of the strategies and interventions proposed and tested internationally to optimise the care of critical patients and improve the safety culture in the Intensive Care Unit.

Does one size fit all? Assessing the preferences of older and younger people for attributes of quality of life.

To systematically compare, via ranking and best worst tasks, the relative importance of key dimensions of quality of life for younger and older people. A web-based survey was developed for administration to two Australia-wide community-based samples comprising younger people aged 18-64years and older people aged 65years and above. Respondents were asked to rank 12 quality of life dimensions. Respondents also completed a successive best worst task using the same 12 quality of life dimensions. The relative importance of the quality of life dimensions differed for younger and older person samples. For older people, the ability to be independent and to have control over their daily lives were particularly important for their overall quality of life whereas for younger people, mental health was considered most important. Many interventions accessed by older people in geriatric medicine and aged care sectors have a broader impact upon quality of life beyond health status. The findings from this study indicate that a focus on broader aspects of quality of life may also be consistent with the preferences of older people themselves as to what constitutes quality of life from their perspective.

Accessibility and Performance Evaluation of E-Services in Oman Using Web Diagnostic Tools

With the advancements in technology, there is a paradigm shift in the outlook, usage, provision, and access of e-services. This has led to increased availability of services through electronic media as e-services, e-government services, e-businesses, e-commerce, and many more. It is imperative to ascertain the quality of such services regularly against internationally accepted guidelines, standards, and tools to verify whether it is satisfying, increasing user expectations and technological advancements. This research investigates the current status of the quality of e-services in Oman by considering key quality dimensions that affect the services in the country using web diagnostic tools. The study not only benchmarks against international standards but also gives an insight into any meager aspects of quality of e-service in Oman. The study concluded that selected e-services in Oman performed at adequate or superior levels in some metrics; however, they fell short in a few metrics.

Service quality and customer satisfaction in liner shipping

Purpose – This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction. Design/methodology/approach – The indicators of SQ in liner shipping were identified from reviewing the literature and interviewing six qualified industry practitioners. An online survey was then administered to 183 liner shippers in Singapore. Subsequently, exploratory factor analysis and regression analysis were conducted. Findings – SQ in liner shipping can be represented by four key quality dimensions. In descending order of their impact on customer satisfaction, they are reliability, speed, responsiveness and value. Service differentiation by time-related attributes results in greater customer satisfaction than practising cost leadership in liner shipping. Research limitations/implications – Allocation of resources to develop SQ in liner shipping should mirror the priorities established in this research. In addition, the developed measurement model for SQ can serve as a reference for liner shipping firms to assess the quality of their services. Originality/value – A parsimonious and updated set of variables can now be used to represent SQ in the liner shipping sector. The paper also identifies the key drivers of customer satisfaction in liner shipping.

Study on Total Quality Management for Competitive Advantage in InternationalBusiness

Total Quality Management (TQM) is the integration of all functions and processes within the organisation in order to achieve continuous improvement of the quality of goods and services. TQM is essential for today’s emerging global competitive markets. TQM always focus on customer satisfaction. TQM concerns for quality right from the suppliers in the supply chain. The Japan is the birth place for TQM, all or most of all TQM tools are developed first in the country Japan. Philosophically, TQM system in Japan is integrated, holistic and wholesome and doing well. On the other hand, the people of other countries were found unsuccessful, because of trying TQM tools individually but not in wholesome, without knowing their purpose. Global business comprises all commercial transactions which refer to all those business activities which involve cross border transactions of goods, services, resources between two or more nations. Transaction of economic resources include capital, skills, people etc. for international production of physical goods and services such as finance, banking, insurance, construction etc. Most of the largest corporations operate in multiple national markets in the world. The study examines the characteristics of international business. The study is based on key quality dimensions viz., reliability, responsiveness, competence, ease of use, security, and product portfolio. The research study has designed based on the empirical data collected from selected respondents. The study discusses its findings. Finally, it concludes with a summary of the results and some implications for future research. The findings of study may help for evolving new policy measures to encourage the customers and also the traders.