Quality Of Service Management Research Articles

Service Quality and Customer Relationship Management on Customer Loyalty: The Mediating Role of Customer Satisfaction

Service Quality and Customer Relationship Management on Customer Loyalty: The Mediating Role of Customer Satisfaction

Relationship Of Service Management Quality With Antenatal Care Visit At PMB Suryani Medan City

This study delves into the correlation between service management quality and ANC visit attendance at PMB Suryani, Medan City in 2023. Using a quantitative approach with a structured questionnaire, the research reveals a significant association between service management quality and ANC visit attendance, with factors like staff competency, facility infrastructure, waiting time, and overall satisfaction playing crucial roles. Enhancing service management quality emerges as pivotal for encouraging regular ANC visit attendance, suggesting the need for improvements in staff training, facility infrastructure, waiting times, and patient satisfaction. By investing in these areas, PMB Suryani, Medan City can positively impact maternal and child health outcomes. Additionally, further research is recommended to explore additional factors influencing ANC visit attendance and assess long-term impacts on maternal and child health.

PENGARUH KUALITAS PELAYANAN DAN PENGELOLAAN USAHA TERHADAP PARTISIPASI ANGGOTA KOPERASI JASA SIMPAN PINJAM (Studi Kasus Pada Koperasi Wanita Sekar Kartini Jember)

The participation of cooperative members is essential to achieving cooperative business success. This is due to the member's position as owner and customer of the cooperative. This research aims to analyze the influence of service quality and business management on the participation of savings and loan service cooperative members. This research uses quantitative methods with a multiple linear regression analysis approach with the SPSS 25.0 application. The research respondents were 30 employees of the Sekar Kartini Women's Cooperative. The results of hypothesis testing (H1) show the Sig value for the influence of service quality on Y is 0.015 > 0.05, so it can be concluded that there is a partial influence of the service quality variable on the cooperative member participation variable. Meanwhile, the results of further hypothesis testing (H2) show the sig value for the influence of business management on Y is 0.016 < 0.05, so it can be concluded that there is a partial influence of the business management variable on the participation variable Cooperative Member. The significance value for the influence and management of X1 means that there is an influence of service quality and business management on cooperative member participation. Based on the results of this research, it is known that the R square value is 0.337; this means that the influence of variables X1 and X2 simultaneously on variable Y is 33.7%. This shows that improving service and management can help increase member participation in savings and loan services at the Sekar Kartini Women's Cooperative. Keywords: Business Management, Cooperative Member Participation, Service Quality.

Optimizing Resource Allocation in M/M/1/N Queues with Feedback, Discouraged Arrivals, and Reneging for Enhanced Service Delivery

This article presents a novel computational approach for analyzing M/M/1/N queues with feedback, discouraged arrivals, and reneging, under the first-come, first-served (FCFS) discipline. We calculate explicit transient state probabilities and represent results using symmetric tridiagonal matrix eigenvalues. Through numerical simulations, we validate our method, providing practical insights for optimizing resource allocation. Our study contributes to both theory and application, advancing queueing theory and aiding decision-makers in improving service quality and resource management.

Development of a neural network model of an intelligent monitoring agent based on a recurrent neural network with a long chain of short-term memory elements

The article continues to review the approach to designing the architecture of a distributed information monitoring system and quality management of communication services provided by the infrastructures of the Internet of Things and the industrial Internet of Things, based on solutions that support machine-to-machine and human-machine interaction. The development of a neural network model of an intelligent monitoring agent based on a recurrent neural network with a long chain of short-term memory elements is proposed. The matrix structure of the LSTM network memory cell is proposed, which takes into account the spatio-temporal correlation of load parameters associated with the time lag of its propagation and is a matrix of connectivity of LSTM network hyperparameters and accumulated values of load parameters of monitoring nodes in the vicinity of a controlled monitoring node, taking into account the characteristics of the time series of propagation of load in stationarity moments.

Factors that Affect Demand Creation for Health Services: Literature Review

Introduction: The prosperity of the country is represented by a healthy society. The existence of a demand for public health services is greatly influenced by quality and fair health providers, so that based on the aspect of being a health provider they are able to provide health services when there is an increase in demand from the community. Objective: The aim of this literature review is to determine the variables that influence demand for health services. The findings of this literature study are expected to be a starting point for future studies and to provide insight into health service quality management in various health service providers. Method: . This article was written using a literature review, namely an international literature search carried out using databases such as ScienceDirect and Proquest. Inclusion criteria include articles that discuss community demand for health services. Result: Article search results show that there are 7 (seven) related studies. Gender, place of residence, level of education, employment before retirement, age, health financing, technology, norms, values, and accessibility are several factors that influence people's demand for health services. This study reveals these factors. Additionally, this study emphasizes accessibility factors, which significantly influence the demand and allocation of health promotion services. This is because health services are considered emergency and require improvement in the available health centers. Conclusion: Based on the results of the review, it can be concluded that there are several factors that influence the creation of demand or demand for health services at the Community Health Center. Factors such as gender, place of residence, education level, employment before retirement, age, health financing, heat waves, technology, values and norms, and accessibility significantly influence the demand for and allocation of health promotion services.

The Influence of Product Diversification, Service Quality, and Risk Management of Islamic Banks on Money Market Stability in Indonesia

This study investigates the effect of Product Diversification, Risk Management, and Service Quality of Islamic banks on Money Market Stability in Indonesia. Using quantitative analysis based on Structural Equation Modeling with Partial Least Squares (SEM-PLS), data were collected through a survey of Islamic bank customers. The results reveal significant positive relationships between Product Diversification, Risk Management, Service Quality, and Money Market Stability. Product Diversification positively influences Service Quality and Risk Management, while Service Quality and Risk Management, in turn, positively impact Money Market Stability. The findings underscore the importance of adopting comprehensive strategies to enhance the stability of the money market in Indonesia's Islamic banking sector. These insights have implications for practitioners, policymakers, and researchers aiming to promote financial stability and inclusivity in Islamic finance.

Exploring Consumers' Negative Electronic Word-of-Mouth of 5 Military Hospitals in Taiwan Through SERVQUAL and Flower of Services: Web Scraping Analysis.

In recent years, with the widespread use of the internet, the influence of electronic word-of-mouth (eWOM) has been increasingly recognized, particularly the significance of negative eWOM, which has surpassed positive eWOM in importance. Such reviews play a pivotal role in research related to service industry management, particularly in intangible service sectors such as hospitals, where they have become a reference point for improving service quality. This study comprehensively collected negative eWOM from 5 military hospitals in Taiwan that were at or above the level of regional teaching hospitals. It aimed to investigate service quality issues before and after the pandemic. The findings provide important references for formulating strategies to improve service quality. In this study, we used web scraping techniques to gather 1259 valid negative eWOM, covering the period from the inception of the first review to December 31, 2022. These reviews were categorized using content analysis based on the modified Parasuraman, Zeithaml, and Berry service quality (PZB SERVQUAL) scale and Flower of Services. Statistical data analysis was conducted to investigate the performance of service quality. The annual count of negative reviews for each hospital has exhibited a consistent upward trajectory over the years, with a more pronounced increase following the onset of the pandemic. In the analysis, among the 5 dimensions of PZB SERVQUAL framework, the "Assurance" dimension yielded the least favorable results, registering a negative review rate as high as 58.3%. Closely trailing, the "Responsiveness" dimension recorded a negative review rate of 34.2%. When evaluating the service process, the subitem "In Service: Diagnosis/Examination/Medical/Hospitalization" exhibited the least satisfactory performance, with a negative review rate of 46.2%. This was followed by the subitem "In Service: Pre-diagnosis Waiting," which had a negative review rate of 20.2%. To evaluate the average scores of negative reviews before and during the onset of the COVID-19 pandemic, independent sample t tests (2-tailed) were used. The analysis revealed statistically significant differences (P<.001). Furthermore, an ANOVA was conducted to investigate whether the length of the negative reviews impacted their ratings, which also showed significant differences (P=.01). Before and during the pandemic, there were significant differences in evaluating hospital services, and a higher word count in negative reviews indicated greater dissatisfaction with the service. Therefore, it is recommended that hospitals establish more comprehensive service quality management mechanisms, carefully respond to negative reviews, and categorize significant service deficiencies as critical events to prevent a decrease in overall service quality. Furthermore, during the service process, customers are particularly concerned about the attitude and responsiveness of health care personnel in the treatment process. Therefore, hospitals should enhance training and management in this area.

Optimizing 6G Network Slicing with the EvoNetSlice Model for Dynamic Resource Allocation and Real-Time QoS Management

This research paper focuses on thoroughly examining the challenges in 6G network slicing. To develop, evaluate performance characteristics for on-demand reallocation and instantaneously changeable QoS EvoNetSlice model. The study employs integrated evolutionary algorithms with artificial intelligence-enabled data analytics and multi-objective optimization to optimize network resources usage under minimum end-to-end delay, high transmission rates and optimal background data management. Firstly, the network resource allocation individuals should be based on the network traffic data, QoD (quality of demand) value for some applications and users’ behaviors. The performance degradation detection and quality of service (QoS) adaptation mechanism combined with a multi-layer objective fitness function for achieving good balance in conflict between conflicting objectives. Results indicate that EvoNetSlice improves the general efficiency of a particular network, adapts according to ever shifting requirements for QoS at any time and provides crucial statistics-focused data on network management. The importance of this work lies in developing the future 6G network’s technology. W the key issues, including resource optimization and real-time adaptation required to support modern 6G services, are considered by EvoNetSlice. Such an exploration is an essential element in developing flexible 6G systems that will define next-generation wireless communication.

Pengelolaan Surat Berbasis Elektronik Pada Lembaga Pendidikan

An increasingly advanced, modern and sophisticated era is developing because of human needs and problems that encourage creativity and innovation. Good management of correspondence in government agencies is very important because good management of correspondence will help communicate information and communication to agencies which is a determining factor in development policies and strategies. The aim of this research is to develop an effective and efficient electronic mail management system in educational institutions, as well as determine its impact on the mail management process and service quality in educational institutions. The research studied is qualitative research using the literature review method. Literature review by utilizing information from secondary data from various published research articles. This secondary data was used as review material for a number of articles, originating from international and national scale articles. The results of this research are that the electronic letter management system includes the activities of creating, recording and organizing letters which are stored on hardware and then organized using software and controlled by the user or brainware. Implementing an electronic mail management system in educational institutions also requires training so that employees can be skilled in using it. Management of electronic incoming mail at educational institutions, namely receiving, sorting, recording, distributing and storing. Management of electronic outgoing mail, namely the concept of letters, typing, signing, recording, sending and storing letters.

Conflict Management and Employee’s Motivation Among Frontline Staff in Abuja Hotels

The hospitality industry heavily relies on frontline staff in hotels to provide exceptional service to guests. However, these employees often encounter conflicts stemming from guest interactions, team dynamics, and organizational policies. Effective conflict management is crucial for maintaining service quality and employee satisfaction. Therefore, understanding the factors that motivate frontline staff is essential for organizational success. This study aims to investigate the relationship between conflict resolution strategies and employee motivation among frontline staff in Abuja hotels. The methodology involves adopting and designing a structured survey questionnaire to collect data from diverse frontline employees in three selected Hotels in Abuja. The study will explore their conflict experiences, preferred resolution strategies, and motivational factors. By analysing the data, the study hopes to identify dominant conflict management approaches and understand what motivates these employees. Potential findings may reveal correlations between conflict management styles and service quality. Based on these insights, the research anticipates recommending tailored training programs, recognition initiatives, and policy adjustments to enhance conflict resolution practices and boost employee motivation. Ultimately, improving conflict management and motivation can lead to better service quality and increased guest loyalty in Abuja hotels. Further research will be needed to expand on the study findings.

Perancangan Sistem Informasi Peminjaman dan Pengembalian Berkas Rekam Medis Rawat Jalan dengan Metode Waterfall

Wiyung Sejahtera Hospital in recording the borrowing and returning of outpatient medical records still uses expedition books which are recorded manually. The research aims to design and develop an information system to facilitate the process of borrowing and returning outpatient medical record files using the Waterfall method approach. The Waterfall method was chosen because of its ability to divide system development into structured stages, starting from requirements analysis to maintenance. The needs analysis stage involves an in-depth study of existing processes and user needs. Next, system design is carried out by building a design plan that includes database structure, user interface design, and system workflow. System implementation is carried out by developing applications based on previous designs, while system testing is carried out thoroughly to ensure quality and performance before full implementation. The maintenance stage is carried out to ensure system operation and carry out continuous repairs and improvements. As a result, it is hoped that this system can improve the efficiency and quality of outpatient medical record file management and health services as a whole. The conclusion of this research is the successful design and development of a computer-based information system for borrowing and returning outpatient medical records at Wiyung Sejahtera Hospital using the waterfall method.

Optimization of service quality management in clinical processes

Optimization of service quality management in clinical processes

Optimization of service quality management in clinical processes

This study aims to explore the specific application and optimization strategies of service management in clinical practice, with the core goal of improving the quality of medical services, enhancing patient satisfaction, and optimizing the allocation of medical resources. Through continuous improvement and optimization of service management strategies, we hope to promote the development of the medical service system towards a healthier and more efficient direction, and provide patients with higher quality and professional medical services. Meanwhile, this effort will also contribute to enhancing the comprehensive competitiveness and social image of medical institutions, laying a solid foundation for building a more harmonious and trustworthy doctor-patient relationship. We believe that through continuous research and practice, we can create a better medical environment for patients and inject new vitality into the development of the medical service industry.

Kualitas Pelayanan, Harga dan Lokasi terhadap Kepuasan Konsumen pada Rumah Sakit Mitra Sejati

This research aims to examine the influence of service quality, price and location on consumer satisfaction at Mitra Sejati Hospital. The research method used is a quantitative method with a positivistic approach, which involves collecting and analyzing data in the form of numbers to produce concrete conclusions. The research results show that service quality, price and location have a positive and significant influence on consumer satisfaction. This is proven through statistical tests with the Sig t value which shows the influence of service quality on consumer satisfaction (0.014 &lt; 0.05), price on consumer satisfaction (0.013 &lt; 0.05), and location on consumer satisfaction (0.001 &lt; 0.05 ). Apart from that, the F test also shows that simultaneously, service quality, price and location together have a significant effect on consumer satisfaction. Conclusion, that the importance of service quality management, setting the right price, and choosing a strategic location in increasing consumer satisfaction at Mitra Sejati Hospital. Keywords: Price, Customer Satisfaction, Service Quality, Location

A bibliometric analysis of the Quality Management Journal: 10 years of publications and the pathway forward

The purpose of this paper is to examine the trends in research published by the Quality Management Journal (QMJ) based on Scopus Indexed publications for a period ranging from 2013 to 2023. The paper intends to offer a bibliometric analysis of the journal by highlighting the contributions made by the journal through document citations, prominent authors, most frequent keywords, and publication trends for the last decade. The analysis provides insight into how the QMJ has contributed to the development of the field of quality management. The journal has remained unwavering in its commitment to uphold both quality and comprehensiveness, thereby leading to widespread acclaim and robust indexing As analyzed from the author keyword analysis the contributions made to the journal can be categorized into seven themes, i.e., Leadership Essentials for Quality Management, Six Sigma & Quality, Quality Management in Services, Stakeholder Involvement for Quality Management, TQM & Continuous Improvement in Manufacturing, and Service Quality and Quality Management in Healthcare. A key theme to emerge from this study is that future research and applications must be robustly framed in relevant theory, to recognize, understand, and articulate implications for practice. Experiential quality will move further along the spectrum of socio-technical or socio-materiality.

Analisis Pengelolaan Mutu Pelayanan Loket Pendaftaran Pasien Rawat Jalan di Puskesmas Bulakamba

The outpatient registration site is the frontline service unit for each community health center. Bulakamba Community Health Center has several problems, including a backlog of patients, a delayed registration process and long patient waiting times. The aim of this research is to analyze the management of service quality at the outpatient registration counter at the Bulakamba Community Health Center. The type of research is qualitative research using phenomenological methods. There were 8 research informants selected using purposive sampling technique. Data collection techniques use interviews and observation. The research results show that the quality of Bulakamba Community Health Center services in terms of Input and Output is good and meets standards, but the quality of the Process is still problematic. Problems with the quality of services at the Bulakamba Community Health Center include long waiting times and the poor performance of health service staff.

PENGARUH KUALITAS LAYANAN MANAJEMEN TERHADAP PRESTASI BELAJAR MELALUI KEPUASAN MAHASISWA DI INSTITUT ISLAM MAMBA’UL ‘ULUM SURAKARTA

The purpose of the study was to examine the indirect effect of management service quality on learning achievement through student satisfaction. Management services include lecturer performance, academic services and infrastructure facilities. Testing the direct effect of management services on student achievement and on student satisfaction. Research data were taken from the population of active students of IIM Surakarta. The sample used was 342 students with Purposive sampling technique based on active students with a minimum GPA of 3.5. Data collection using questionnaires with structural equation model (SEM) analysis techniques. The results of the study based on the Direct Effect (path coefficient) table of direct hypothesis influence, show that lecturer performance and infrastructure have a positive and significant effect on student achievement and academic services have no significant effect on student achievement, management services have a positive and significant effect on student satisfaction. The result of the indirect hypothesis influence is that student satisfaction plays a role in mediating the effect of management services on student achievement. Where, H1, H2, H4, H5, H6, H7, H8, H9 and H10 are accepted and H3 is rejected.

Service Quality Management: A Literature Reviews

Service quality management (SQM) is a critical aspect of organizational success in service-based industries, as it directly influences customer satisfaction, loyalty, and financial performance. This literature review aims to synthesize existing research on SQM to provide insights into its conceptualization, measurement, determinants, and strategies for improvement. Drawing on a comprehensive review of academic articles, books, and industry reports, this paper examines the evolution of SQM frameworks and models, including seminal models such as SERVQUAL and SERVPERF, and explores the multidimensional nature of service quality. The review identifies key dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and evaluates various measurement and assessment tools used to capture these dimensions. Additionally, the literature review delves into the determinants of service quality, both internal (e.g., organizational culture, employee training) and external (e.g., customer expectations, competitive pressures), highlighting their impact on service quality outcomes. Furthermore, the review discusses best practices and strategies for improving service quality, such as continuous improvement initiatives, customer relationship management (CRM) systems, service recovery mechanisms, and employee empowerment programs. It also examines challenges faced by organizations in managing service quality, such as globalization, technological advancements, and changing customer preferences, and proposes areas for future research to address these challenges. Overall, this literature review contributes to a deeper understanding of SQM by synthesizing existing knowledge, identifying gaps in the literature, and offering practical insights for organizations seeking to enhance service quality and achieve sustainable competitive advantage.

Evaluation and analysis of water-regulation value of ecosystem in Qinghai area of Qilian Mountain National Park, China

Context Water-regulation services significantly affect local social and economic development in the Qinghai area of Qilian Mountain National Park, China, and also affect the role of a ‘solid reservoir’ in China. Aim The value and change trend of water regulation was assessed through the evaluation and prediction of the water-regulation value of ecosystems. Methods InVEST water yield model and SVR model are used to evaluate and predict the water-regulation value of ecosystem in this study. Key results Grassland plays an important role in water regulation, although the area of forestland is not large, its water-regulation monetary value in 2020 accounted for 13.92% of the total evaluation value. From 2010 to 2020, the physical value of water regulation increased by 2.24% and the monetary value increased ~0.97% annually. In 2030, the amount of physical and monetary value of water regulation will be increased. Conclusion Grassland plays an important role in water regulation. It is necessary to strengthen the asset management of water regulation and optimise the ecological resources. Implications The study findings are utilised to enhance monitoring and establish ecological big-data platform, thereby elevating the quality of national park development management and decision-making services.