Quality Of Service Management Research Articles

Analysis of Digitalisation, MIS, Service Quality, Operational Efficiency on HR Performance at Bunda Sarini Clinic

This study investigates the influence of Digitalization, Management Information Systems (MIS), Service Quality, and Operational Efficiency on HR Performance at Bunda Sarini Primary Clinic in Banyuwangi. Using a quantitative research design, the study collected data through structured surveys and analyzed it using multiple regression analysis. The results indicate a strong correlation (R = 0.805) between the independent variables and HR Performance, with 64.8% of the variance (R² = 0.648) explained by these factors. The F-test (F = 15.872, Sig. = 0.000) confirms that these variables collectively exert a statistically significant impact on HR Performance. Among them, Service Quality (β = 0.389, t = 4.321, Sig. = 0.000) demonstrates the most substantial effect. The study underscores the necessity of improving service quality, advancing digitalization, and strengthening operational efficiency to enhance workforce productivity. Future research should incorporate employee engagement, leadership styles, and workplace culture to gain a more comprehensive perspective on HR Performance.

Effect of Product Quality, Service Quality and Customer Relationship Management on Customer Loyalty Mediated by Customer Satisfaction of BPJS Employment Branch Office Palembang

Effect of Product Quality, Service Quality and Customer Relationship Management on Customer Loyalty Mediated by Customer Satisfaction of BPJS Employment Branch Office Palembang

Analysis on Service Quality Management on Customer Retention with Special Reference to the Travel Store Holidays Private Limited Bangalore

The travel and tourism industry, a cornerstone of the global economy, relies heavily on service quality to attract and retain customers in an intensely competitive market. This study, "An Analysis on Service Quality Management on Customer Retention with Special Reference to The Travel Store Holidays Private Limited, Bangalore," examines the critical role of service quality in fostering customer loyalty and retention. The research employs a mixed-method approach, gathering primary data through customer surveys and employee interviews, and analyzing secondary data from company records and industry reports. The study adopts the SERVQUAL model to measure five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Statistical tools, such as correlation and regression analysis, are applied to determine the relationship between service quality and customer retention. Findings reveal that while The Travel Store Holidays excels in reliability and empathy, significant gaps exist in responsiveness and tangibles. These gaps have a direct impact on customer satisfaction and retention rates. The study highlights the need for targeted improvements in service quality management practices, such as staff training, better infrastructure, and leveraging technology for personalized customer experiences. KEYWORDS: Service Quality, Customer Retention, Travel and Tourism, Customer Satisfaction, Loyalty Programs, Travel Store Holidays, Service Excellence.

Beyond SERVQUAL: Culturally Sensitive Approach for Optimizing School Service Quality Management

This study analyses how service quality management can be optimized in schools to improve customer experience, focusing on SERVQUAL dimensions, including cultural relevance. A qualitative approach with a case study type was chosen to answer the focus of the study, using interview, observation, and documentation methods. Data analysis was carried out in stages, starting with data reduction, data presentation, and conclusion. The study results indicate that the dimensions of tangibles (physical facilities), reliability, responsiveness, assurance, and empathy significantly affect customer satisfaction and trust. This study also found that cultural relevance is important in increasing student and parent engagement. Respect for their culture makes the educational experience more positive. This study provides important implications regarding the need for schools to manage all dimensions of service quality well, including understanding and accommodating student cultural diversity, to create a more inclusive and supportive learning environment. This study is expected to be a reference in developing better education policies.

Analyzing the Impact of Service Quality, Technology, and Policy Management on Insurance Policy Renewal

This research aims for a better understanding of the relationship between service quality, policy features, and customer satisfaction and the decision to renew a policy in Saudi Arabia. Factors affecting the renewal behavior include claims processing, policy flexibility, customer support, and technology development. In the research, questionnaires will be distributed to a randomly selected sample of insurance policyholders in Saudi Arabia. The responses thus collected will be consolidated and then analyzed through description by using SPSS statistical software. The results draw attention that Technology and Policy Management influence the product and service quality positively and significantly, with coefficients of 0.189 and 0.331. Policy flexibility and applicability also exert a positive effect on quality with a coefficient of 0.077. Procedures and Speed show a weak influence, marginally significant at a coefficient of 0.050. This research provides significant insights into service quality, policy flexibility, and demographic factors' influence on insurance policy renewal decisions in Saudi Arabia by emphasizing critical elements that could enhance customer retention within this industry.

SERVICE QUALITY ANALYSIS TO IMPROVE CUSTOMER SATISFACTION AT PT. ELSHADDAI MULIA AGAPE SEHATI

Managing service quality in the current digital era requires companies to move quickly to innovate to maintain customer satisfaction continuously. The main aim of the research is to determine the extent to which the quality of service provided by PT Elshaddai Mulia Agape Sehati is reviewed from various aspects within the company. Then, the service quality of PT Elshaddai Mulia Agape Sehati should be improved so that customer trust will grow. The author used a qualitative research method with data analysis using the SWOT analysis technique. Based on interviews and Focus Group Discussions (FGD), it was found that the company showed high commitment to providing solutions to operational obstacles, including delays in material procurement, local HR challenges, and a shortage of supervisory staff. SWOT analysis shows that PT Elshaddai has advantages in project experience, competent human resources, and competitive price offers. On the other hand, the main areas for improvement are limited capital, difficulties recruiting workers in remote locations, and the absence of an official website for information and digital marketing.

A Reordering Buffer Management Method at Edge Gateway in Hybrid IP-ICN Multipath Transmission System

Multipath transmission in ICN provides high transmission efficiency and stability. In an IP-ICN compatible network environment, unmodified IP terminal devices can access ICN through gateways, benefiting from these performance enhancements. This paper proposes a gateway framework for hybrid IP-ICN multipath transmission systems, enabling protocol conversion and quality of service management. A packet reordering module is integrated at the egress gateway to address complex packet disorder issues caused by ICN multipath transmission, thereby enhancing the service quality provided to IP terminals. A Reordering Buffer Management Method (RBMM) is introduced, consisting of two key components. First, RBMM employs an improved dynamic threshold scheme for reserved buffer partitioning, efficiently identifying congestion and optimizing buffer resource utilization. Second, a flow-priority-based replacement strategy is designed to enhance fairness in resource allocation by evicting packets with lower delivery probability during congestion. Experimental results demonstrate that RBMM dynamically adapts to varying traffic conditions, maintaining high transmission performance while reducing buffer resource consumption. In comparison to existing methods, RBMM significantly reduces queuing delay and flow completion time, providing more balanced resource allocation when multiple flows compete for limited buffer capacity.

PRIORITIZING ON-CAMPUS COFFEE SHOP ATTRIBUTES FOR QUALITY IMPROVEMENT: AN AHP ANALYSIS OF UNIVERSITY STUDENTS’ PREFERENCES

This study applied the Analytic Hierarchy Process (AHP) in prioritizing the attributes of on-campus coffee shops as perceived by university students. Data were collected using online and paper-based questionnaires. The seven main studied attributes were food and beverage quality, location, environment, staff service, pricing, green practices, and well-known coffee shop chains. The first five attributes were subdivided into multiple sub-attributes. Food and beverage quality was the most important attribute, followed by pricing, location, staff service, environment, green practices, and well-known coffee shop chains. The top five sub-attributes were food and beverage hygiene, good value for money, food and beverage taste, travel convenience, and regular promotional offers. Coffee shop operators and university management can leverage this study’s findings to improve the campus coffee shops’ quality to meet students’ preferences more effectively. Furthermore, this study demonstrates the application of the AHP in decision-making within the context of service quality management.

Analisis Kualitas Pelayanan Lembaga Amil Zakat terhadap Loyalitas Muzaki

The research aims to know the influence of the service quality management institution of zakah directly against muzaki loyalty; as well as the role of the interaction of the service quality management institution of zakah and satisfaction muzaki as moderating variable in influencing loyalty muzaki, through the dissemination of a questionnaire of 150 muzaki in Jabodetabek area in November 2013, with Structural Equation Model analysis method (SEM) program LISREL 8.5. The results showed there was a positive influence of variable quality of service directly to the variable muzaki loyalty but not significant; as well as the quality of service has a role which is not too great with support in influencing loyalty muzaki satisfaction muzaki. So the role of the interaction of the service quality and customer satisfaction as a moderating variable muzaki in influencing loyalty muzaki is small enough. Keywords: loyalty muzaki, satisfaction muzaki, service quality, zakat

Compliance QFD – how compliance contributes to quality in higher education

ABSTRACT The study aims to present a framework, a so-called Quality Function Deployment (QFD) house, to enhance the service quality of higher education institutions (HEIs), supporting the institutional compliance management issues and processes. To develop the compliance QFD, questionnaires and focus group interviews were conducted to determine the service quality attributes, while the compliance management functions originated from a comprehensive literature review. This research describes and correlates ten service quality attributes at the institution level of HEIs and nine compliance management functions. The QFD results present the priority ranking of the examined compliance functions proposing improvement criteria based on higher education institutions’ general compliance and service quality management areas. These insights will be helpful to educational leaders to align compliance activities for student-perceived quality and also to leaders and policymakers in deriving a strategic plan on compliance management to improve the service quality offered to the stakeholders, primarily students.

An Empirical Study on Customer Retention: A Case Study of Melaka Tourism Industry

Customer retention has been emphasized as a significant subject of study in the competitive landscape of tourism destinations. Melaka is among the most frequented sites in Malaysia by both local and foreign tourists. It features a combination of heritage attractions that reflect its designation as a World Heritage Site by UNESCO. This study examines the determinants of customer retention in Melaka empirically. Questionnaires were employed to gather pertinent information from the tourists to know the factors affecting their repeat visitation to Melaka. The objective of the study is to examine the relationship between Destination Attributes, Motive, Cost, and Promotion Strategy related to customer retention in Melaka. The results indicate that Destination Attributes, Motive, and Cost have a positive relationship to customer retention meanwhile Promotion strategy was not related to customer retention empirically. The findings of this study suggested that "cost" was the primary factor influencing customer retention in Melaka. In conclusion, first-time and returning tourists possess distinct expectations yet exhibit comparable pleasure about the aspects of heritage attractions in the Heritage City of Melaka. Future researchers are advised to explore additional factors such as service quality and attraction management to increase the scope of the study. Expanding the sample size would also provide more robust insights, allowing for a broader generalization of findings. By refining the research design, future studies can contribute to a deeper understanding of customer retention in the tourism sector.

Patient Perspectives On Satisfaction In Occupational Health Clinics

This study investigates patient satisfaction perceptions in occupational health clinics, based on the SERVPERF model and structural equation modeling (PLS-SEM). The research employed a quantitative approach applied to 154 participants through a structured questionnaire using a 7-point Likert scale, distributed to the human resources departments of companies located in Greater Vitória, Espírito Santo State, Brazil. Results indicated that factors such as tangibility, reliability, responsiveness, and assurance positively influence patient satisfaction, whereas empathy had no significant effect. The proposed model explains 17.4% of the variability in satisfaction, suggesting potential for future improvements. The research contributes to the field of quality management in healthcare services by validating the SERVPERF model in this context, while offering practical recommendations to enhance user experience and organizational loyalty

Implementation of Web-Based Administrative Payment Information System Using Laravel 10 Framework

The development of information technology drives the need for an efficient data processing system, especially in the education sector. Madrasah Tsanawiyah NU 14 Kaligading manages financial administration manually, which causes various obstacles such as data inaccuracy and slow processes. This study aims to develop a web-based information system using the Laravel 10 framework to manage tuition payments in a more structured manner. The waterfall software development method encompasses needs analysis, system design, coding, testing, and maintenance. This system is designed to facilitate the management of school financial data with main features including user data input, payments, and student arrears. The implementation results show that the system can improve the efficiency and accuracy of financial management, accelerate the administration process, and facilitate real-time data access. In addition, this system also supports long-term data archiving, improves the effectiveness of administrative staff, and minimises errors in recording. This implementation is expected to help schools utilize modern technology to improve the quality of management and administrative services.

Service quality management under risk prioritization and imprecise information: a hybrid fuzzy approach

PurposeConventional risk prioritization methods rely on crisp inputs but struggle with imprecise data and hesitancy, resulting in inaccurate assessments that affect service and information quality and performance monitoring. This study proposes a fuzzy data-driven risk prioritization model for service quality under imprecise information.Design/methodology/approachEnterprise risk management is crucial for service quality management, ensuring effective identification, assessment and mitigation of risks impacting service delivery and customer satisfaction. This paper proposes a fuzzy data-driven multi-criteria model for risk prioritization involving multiple decision-makers. It introduces a hybrid method combining intuitionistic and hesitant fuzzy group decision-making to assess better and prioritize risks based on decision-maker preferences.FindingsThe proposed hybrid fuzzy model improves service quality in business operations by efficiently representing uncertain information in traditional frameworks. It helps identify potential risks in advance and enhances control over business operations, enabling organizations to benchmark service quality and identify best practices. Accordingly, organizations acquire information and background knowledge to benchmark their service quality. This, in turn, improves service quality under performance management.Research limitations/implicationsDespite the advantages of fuzzy models in risk prioritization, such as mimicking human reasoning more accurately, their complexity can hinder adoption. The intricate computational steps may deter shop-floor managers who prefer the more straightforward conventional crisp RPN approach, which is easier to understand and implement. However, while developing a hybrid fuzzy risk prioritization model may require more effort, its benefits become apparent over time. Once developed, the model can be integrated into software applications, allowing decision-makers to use it easily. This integration simplifies fuzzy computations and enhances risk prioritization, leading to more informed decision-making and improved risk management in the long term.Practical implicationsThe proposed robust fuzzy framework improves risk management by integrating uncertain information and multiple decision-makers expertise, leading to more reliable outputs that enhance strategic decisions and operational efficiency.Originality/valueWe validate the proposed approach at an integrated steel plant’s risk management process, covering broad areas of the service quality domain. To the best of our knowledge, no study exists in existing literature attempting to explore the efficacy of the proposed hybrid fuzzy approach in risk management practices at prime sectors like steel. The study’s novelty is backed by this validation experiment, which indicates that the effectiveness of the results obtained from the proposed multi-attribute hybrid fuzzy methodology is more practical. The model’s outcome substantially adds value to the current risk assessment and prioritization literature that significantly affects service quality.

Natural language processing data services for healthcare providers.

Embedding machine learning workflows into real-world hospital environments is essential to ensure model alignment with clinical workflows and real-world data. Many non-healthcare industries undergoing digital transformation have already developed data labelling and data quality management services as a vertically integrated business process. In this paper, we describe our experiences developing and implementing a first-of-its-kind clinical NLP (natural language processing) service in the National Health Service, United Kingdom using parallel harmonised platforms. We report on our work developing clinical NLP resources and implementation framework to distil expert clinical knowledge into our NLP models.To date, we have amassed over 26,086 annotations spanning 556 SNOMED CT concepts working with secondary care specialties. Our integrated language modelling service has delivered numerous clinical and operational use-cases using named entity recognition (NER). Such services improve efficiency of healthcare delivery and drive downstream data-driven technologies. We believe it will only be a matter of time before NLP services become an integral part of healthcare providers.

Optimizing the Quality of Tourism Management Services in Sumatra: Integration of Total Quality Management, CRM, and Innovation as Key Factors

The study aims to analyze the impact of Total Quality Management (TQM), Customer Relationship Management (CRM), and Innovation as factors influencing service quality in service management in Sumatra. The research uses a descriptive quantitative method with a Structural Equation Model and PLS 3.0 application. The sample size is 2433 service providers across Sumatra, and 343 service providers in the study were selected using systematic random sampling. The results show that total quality management, customer relationship management, and Innovation have a significant positive impact on service quality in service management in Sumatra. These factors can be integrated to improve service quality if integrated. The study contributes to the literature on factors influencing service quality in service management. However, the study has limitations, such as a large sample size and focus on service management in Sumatra. The research recommends conducting the study with a larger sample size and using a geographical approach to provide a more comprehensive analysis.

Analysis of features of electric energy quality management and voltage regulation in housing and communal services

Subject of research: methods of improving the quality of electric energy in electric networks used for power supply mainly to municipal consumers in urban areas. The purpose of the study is to determine the most relevant methods for improving the quality of electric energy of municipal consumers, their advantages and disadvantages, as well as determining the direction of modernization. Methods and objects of research: the object of research in this material is the housing and communal complex in urban areas, in particular the electric grid complex. The work is based on such scientific research methods as analysis, synthesis, modeling and generalization. The main results of the study: the analysis of the features of electric energy quality management and voltage regulation in modern conditions. The importance and necessity of using modern intelligent systems to improve reliability, energy efficiency and quality of electric energy i s highlighted. The key prerequisites for the introduction of smart systems for monitoring the state of the electrical network are formulated. The tasks, the solution of which is necessary for the modernization of the complex, have been identified. A proposal has been made to use artificial intelligence-based systems as the main tool for modernization.

ANALYSIS OF PERIODIC SELF-ASSESSMENTS WITHIN THE SCOPE OF HEALTH QUALITY STANDARDS IN TERMS OF MATERIAL MANAGEMENT AS A PREVENTIVE ACTIVITY: A RETROSPECTIVE STUDY IN A UNIVERSITY HOSPITAL

This study aims to investigate the effects of periodic self-assessments on materials management within the framework of quality management in healthcare. The retrospective study, conducted in a university hospital, evaluates the effectiveness of quality improvement initiatives and compliance with health standards, while examining in detail the effects of these processes on materials management. It also investigates how self-assessment processes improve healthcare service delivery and contribute to materials management processes. Problems identified through Fishbone and Pareto analysis are examined, prioritised and solutions are developed. The findings obtained aim to improve material management processes and increase quality standards in health. The main purpose of the research is to examine the effects of periodic self-assessments on materials management in order to improve the quality of healthcare services. The findings emphasise the importance of maintaining quality standards in health services and systematic handling of periodic self-assessments. Problems identified by Fishbone and Pareto analysis are analysed by root cause analysis and solutions are developed. This approach aims to contribute to the development of materials management processes and to the improvement of quality standards in healthcare. The results of the research are an important guide for practitioners, managers and policy makers in the fields of quality management and materials management in health services.

Development of a mechanism for managing the quality of customs services at the post-customs control stage

Subject. The article discusses the need for methodological support and technological justification of assessment and improvement of the customs services quality at the post-customs control stage. Objectives. The study aims to develop a comprehensive methodology to evaluate the effectiveness of structural units and the quality of rendered services as a basic element of the management mechanism. Methods. The study rests on the system methodology. We decomposed the mechanism of customs services quality management, and developed its morphological model during the analysis of individual components of the mechanism. Results. We developed a mechanism to manage the quality of services provided at the stage of post-customs control. It is divided into operational and strategic levels of management decision-making. Furthermore, we disclosed individual elements of the quality management mechanism, identified the main activities of the post-control units, within which key performance indicators are evaluated. As a pragmatic example, we developed a matrix for calculating performance indicators for one of the main areas of activity. Conclusions. The further direction of scientific research should be a model of the consumer of customs services, which determines the economic essence of solving the problem of developing the activities of the Federal Customs Service of Russia at the stage of post-customs control.

Research on Service Quality Improvement of Franchised End Logistics Outlets Based on SERVQUAL

Abstract: As an effective solution to the "last mile" problem of logistics transportation, express terminal network has shown a rapid development trend in recent years. The franchise production is a main operation mode of the end express outlets. By fully mobilizing the enthusiasm of the franchise outlets, the service scope of express enterprises is effectively expanded. However, the problems of loose management and uneven service quality are prevalent in this kind of franchise outlets, which makes the express terminal service become one of the bottlenecks restricting the healthy development of the industry. Based on this, this paper improved the SERVQUAL model combined with the actual situation of the end express outlets of the franchise system, and designed the questionnaire based on it, sorted out and analyzed the survey data by using factor analysis and entropy weight method, and finally found out the shortcomings in the service process of the end express outlets according to the results, and put forward targeted solutions.