Measure Of Service Satisfaction Research Articles

The relationship between Healthcare Quality and Inbound Health Tourism: Saudi German Hospital Case Study Cairo -Egypt.

The development and execution of a quality measurement and improvement approach based on a particular combination of two TQM tools SERVQUAL and QFD was investigated in the thesis. The approach focused on whether it was appropriate to apply these quality improvement strategies to the Saudi German hospital medical tourism industry. It was progressively tested and enhanced in three medical tourists’ attractions located in Cairo – Egypt. The introduction chapter delineates the research’s significance, while the literature review develops relevant theoretical viewpoints. The following research question was the focus of the study: How can medical operators enhance their service quality by finding a tool for measuring it? Case study from each of the health medical tourism industry’s cultural, heritage, and environmental segments were chosen to serve as the research’s setting and data source. These are all well-established companies with respectable market and industry profiles. The research instrument has been refined and the execution of the research technique in the extended major case study has been backed by the investigations conducted through two complementary case studies. To assess the accuracy of the data from the various surveys and to account for variations in the outcomes, statistical analyses were used. According to research findings, the combination of the two tools would give small business owners a way to connect customer service satisfaction measurement to the fundamental operational elements of their enterprise with additional refinement and adjustment through ongoing usage. Any major variations in customer expectations about standards of quality service can be partially explained by looking at the visitor profiles of the medical tourists’ attractions that were gathered from the surveys. The results indicate that small medical tourists’ attractions should routinely implement the combined SERVQUAL and QFD quality management technique as a tool for quality improvement to meet customer satisfaction and help achieve external quality service accreditation. Keywords: Healthcare Quality, Inbound Health Tourism, Egypt.

Perinatal mental health services in pregnancy and the year after birth: the ESMI research programme including RCT

Perinatal mental health services in pregnancy and the year after birth: the ESMI research programme including RCT

Investigating the role of Fuzzy as confirmatory tool for service quality assessment (Case study: Comparison of Fuzzy SERVQUAL and SERVQUAL in hotel service evaluation)

The problem was because of some indicators qualitatively assessed had been discussed in engineering field. Whereas, qualitative assessment was presently used in certain occasion including in engineering field, for instance, the assessment of service satisfaction. Probably, understanding of satisfaction definition caused bias if customers had their own definition of satisfactory level of service. Therefore, the use of fuzzy logic in SERVQUAL as service satisfaction measurement tool would probably be useful. This paper aimed to investigate the role of fuzzy in SERVQUAL by comparing result measurement of SERVQUAL and fuzzy SERVQUAL for study case of hotel service evaluation. Based on data processing, initial result showed that there was no significant different between them. Thus, either implementation of fuzzy SERVQUAL in different case or study about the role of fuzzy logic in SERVQUAL would be interesting further discussed topic.

Investigating the role of Fuzzy as confirmatory tool for service quality assessment (Case study: Comparison of Fuzzy SERVQUAL and SERVQUAL in hotel service evaluation)

The problem was because of some indicators qualitatively assessed had been discussed in engineering field. Whereas, qualitative assessment was presently used in certain occasion including in engineering field, for instance, the assessment of service satisfaction. Probably, understanding of satisfaction definition caused bias if customers had their own definition of satisfactory level of service. Therefore, the use of fuzzy logic in SERVQUAL as service satisfaction measurement tool would probably be useful. This paper aimed to investigate the role of fuzzy in SERVQUAL by comparing result measurement of SERVQUAL and fuzzy SERVQUAL for study case of hotel service evaluation. Based on data processing, initial result showed that there was no significant different between them. Thus, either implementation of fuzzy SERVQUAL in different case or study about the role of fuzzy logic in SERVQUAL would be interesting further discussed topic.

Developing a measure of mental health service satisfaction for use in low income countries: a mixed methods study

BackgroundService satisfaction is integral to quality of care and measures are therefore considered important indicators of quality. Patient’s responses to their experiences of using services are under-researched in the context of mental healthcare in low income countries. Our aim was to use mixed methods to develop a new measure of satisfaction for use among consumers of the new models of mental healthcare which are currently being scaled-up.MethodsWe used qualitative methods to explore the concept of service satisfaction. On the basis of these findings, we developed a new ‘Mental health service satisfaction scale’ (MHSSS v0.0) by adapting existing measures of service satisfaction. We evaluated psychometric properties of the new measure, among a sample of service users with severe mental disorder (SMD) (n = 200) and caregivers (n = 200). Following expert review, a modified version of the measure was developed (MHSSS v1.0) and psychometric properties were examined with data from a second independent sample (n = 150 service users with SMD and n = 150 caregivers).ResultsFactors identified in analysis of the first quantitative sample coincide with core concepts of service satisfaction as reported in the literature and were reflected in the key themes which emerged from our qualitative study: interpersonal factors, efficacy, communication, technical competency and adequacy of facilities. There was generally consensus among caregivers and service users regarding dimensions of satisfaction. However there was evidence of some differences in prioritization. Revisions made to version 0.0 of the Mental Health Service Satisfaction Scale (MHSSS) led to an improved instrument, with excellent internal consistency, convergent validity and factor loadings indicative of a uni-dimensional construct.ConclusionsOur findings suggest that conceptions of service satisfaction among people accessing a service for SMD are broadly similar with those established in the literature. Our findings indicate that the MHSSS might be a useful candidate for inclusion in the new toolkit of measures needed to facilitate monitoring of service satisfaction which will be crucial to quality improvement.

Development and validation of a satisfaction measure of outpatient care for people living with AIDS

Objective: Develop and validate a measure of satisfaction of outpatient care for people living with acquired immunodeficiency syndrome, as well as assess the satisfaction with the quality of outpatient service provided to these users. Method: This is a methodological study, conducted in a hospital of infect-contagious diseases in Brazil. The sample was composed of 626 people living with AIDS and 56 specialists. As an instrument of data collection using an instrument developed for this study. A factor analysis was tested by calculating the index of Kaiser-Meyer-Olkin (KMO), inspection of the correlation matrix of the items and the test of sphericity of Bartlett . Results: The main indicators listed form: to availability of anti-retroviral drugs and laboratory tests, physical structure, respect for privacy, relationships, timing, chance to complain, quality of actions received support offered, communication, ease of access, attendance and reception schedules. The measure of service satisfaction demonstrated factor ability indication of the array with a resolution to a single factor (alpha = 0.963) and variance explained of 71.7%. There was a significant difference only to the place of origin of the patient, and those from the State more dissatisfied. Conclusion: The evaluation of satisfaction proved a strategy planning and evaluation of health services in the pursuit of improving quality of care for patients with a diagnosis of AIDS. Keywords: HIV, acquired immune deficiency syndrome, evaluation of health services, patient satisfaction, quality of health care.

재해정보 전송을 위한 고신뢰성 네트워크 기술

본 논문에서는 기존 네트워크에서 QoS(Quality of Services) 및 QoE(Quality of Experience)기법들을 분석하고, 재해정보 확산을 위해 끊김없는 N-Screen 서비스들을 제공할 수 있는 고신뢰성 네트워크 시스템 프레임워크 및 그 서비스 전달 기법을 제안한다. N-Screen 서비스에서 콘텐츠 소비자의 만족도, 즉 QoE 는 재해정보 확산에서 중요한 요소가 되고 있으며, 기존 N-Screen 서비스들이 다양한 디바이스들에 정보를 전송하기 위한 기능에 초점을 맞추고 있기 때문이다. 이러한 서비스에 맞춰, 제안된 시스템은 사용자의 서비스 요청을 수용하기 위한 재해정보처리 프레임워크, Push 서비스를 수용할 때 발생하는 패킷의 수를 최소화하기 위한 Push 서비스 모듈, QoE 지표를 최대화 할 수 있는 Push 서비스 컨트롤러로 구성되어 진다. 다양한 스크린(스마트폰, PC, 전광판)에서 끊김없는 N-Screen 서비스를 제공하기 위해 Open API(Application Programming Interfaces) 인터페이스 기능을 가진다. 본 연구의 결과를 통해서 사용자들에게 끊김없는 N-Screen 서비스를 제공하고, Push 컨트롤러 기능 및 효과적인 네트워크 서비스 기능을 제공함으로써 사용자에게 서비스 품질 만족도를 높일 수 있을 것으로 기대된다. In this paper we analyse the previous (Quality of Services) and QoE(Quality of Experience) methods, and propose a high reliable network system framework and its service forwarding method that is able to provide seamless N-Screen services for proliferating disaster informations. The service satisfaction measurement, i.e., QoE, of contents consumers in N-screens services is going to be important the factor in disaster information proliferation because N-Screen services in the previous methods based on multi devices only focused on information transmission. The proposed system around these services is composed of a disaster information process framework for accepting user's service requirement, push service modules for minimizing the number of packets to be caused when carrying out the push service, and a push service controller for maximizing QoE measures. In order to provide a seamless N-Screen service on diverse screens, such as smartphone, PC, and big screen, we also have Open API(Application Programming Interface) functions. Through these results, we expect to evaluate QoS and QoE quality in the seamless N-Screen service.

Service Quality and Performance of Public Sector: Study on Immigration Office in Indonesia

The objectives of the research are to describe the public sector service form delivered to consumers/citizen, to find out the consumers’ satisfaction on public sector service, and to discover the public sector quality and performance delivered to consumer/people. The research is to measure the level of consumers’ satisfaction in using the public sector services through government policy approach towards the service satisfaction, and people’s judgment towards the quality and performance served by public service administrator apparatus. This research results in, first, description of the public sector service form delivered to consumers/people as the public sector service users, second, measuring the consumers or people’s satisfaction based on the public sector service satisfaction measurement indicator in reference to government’s decrees and laws, and third, determining the public sector service performance and quality applied to the consumers/people. The result of the research is of benefit for the government’s consideration as public sector service administrator for consumers/people in the effort to ameliorate the service performance and quality.

Service Quality Measurement Using Fuzzy AHP-Based Approach

Service quality is widely taken as a driver of firms' marketing and financial performance. Evaluating service satisfaction is a multi-criterion decision problem which includes both qualitative and quantitative factors, and it needs more critical analysis. The aim of this paper is to identify and discuss some of the important and critical decision criteria for service satisfaction measurement based on SERVQUAL method combing with fuzzy analytic hierarchy process (FAHP) based methodology. The implementation of the system is demonstrated by a problem having three stages of hierarchy which contains different criteria and attributes at wider perspective. The proposed model can provide not only a framework for the firm to measure service satisfaction of dealers but also has the capability to deploy the firm’s service strategy.

Measuring service satisfaction of young tourists: a case study of Lawachara National Park, Bangladesh

Consumer service satisfaction measurement is important for successful management of tourism industry. Unfortunately, very few researches have been conducted in Bangladesh in this regard. To fill up the gap, this research has been conducted to estimate the service satisfaction of young tourists of Lawachara National Park, Bangladesh. Despite these young tourists comprise a large portion of the tourists in the park; no research has been conducted yet to estimate the satisfaction of this group. Hence we have conducted the research using a survey instrument to estimate service satisfaction of this young tourist group. The collected data were then analysed by factor analysis to extract the basic influences that regulate service satisfaction and after that we developed a regression model using ordinary least square method to establish a relationship between the service satisfaction and the basic influences that regulate the service satisfaction. We observed that the young tourists' service satisfaction is largely dependent upon the easier visit into the park. Procedural complexity of managerial authority hinders tourists' service satisfaction. Less expenses, warm, and friendly reception can increase the service satisfaction. Thus success in tourism sector of the park in future will mostly depend on the quality of the services that highly value the identified managerial aspects of the industry.

Examining the Influence of Service Recovery Satisfaction on Destination Loyalty: A Structural Equation Modelling

Total tourists’ holiday experiences to a certain extent are affected by their experiences staying at a hotel. Although service providers strive for “doing it right” the first time, but service failures are inevitable in the hospitality industry. Most service providers usually undertake to recover the service failure, through efforts such as giving explanation, compensations and apology, when service failures occur. The main aim of this research is to explore the drivers of service recovery satisfaction among foreign tourists. Therefore, the primary focus of this research is to empirically test the performance of a pre-developed service satisfaction measurement in the hotel industry. The paper proposes a structural model of service recovery satisfaction on destination loyalty. Randomly-selected respondents from the population of international tourists departing from international airports were selected to be involved in the study. Initially, exploratory factor analysis (EFA) was performed to test the factorial validity of constructs. Confirmatory Factor Analysis (CFA), using AMOS, was used to test the goodness of the proposed hypothesised model designed to measure the performance of the identified factors as being attributed of service recovery satisfaction and destination loyalty. The results supported the proposed model: service recovery satisfaction has a significant influence on destination loyalty.

Smart home technologies for health and social care support.

The integration of smart home technology to support health and social care is acquiring an increasing global significance. Provision is framed within the context of a rapidly changing population profile, which is impacting on the number of people requiring health and social care, workforce availability and the funding of healthcare systems. To explore the effectiveness of smart home technologies as an intervention for people with physical disability, cognitive impairment or learning disability, who are living at home, and to consider the impact on the individual's health status and on the financial resources of health care. We searched the following databases for primary studies: (a) the Cochrane Effective Practice and Organisation of Care (EPOC) Group Register, (b) the Cochrane Central Register of Controlled Trials (CENTRAL), (The Cochrane Library, issue 1, 2007), and (c) bibliographic databases, including MEDLINE (1966 to March 2007), EMBASE (1980 to March 2007) and CINAHL (1982 to March 2007). We also searched the Database of Abstracts of Reviews of Effectiveness (DARE). We searched the electronic databases using a strategy developed by the EPOC Trials Search Co-ordinator. We included randomised controlled trials (RCTs), quasi-experimental studies, controlled before and after studies (CBAs) and interrupted time series analyses (ITS). Participants included adults over the age of 18, living in their home in a community setting. Participants with a physical disability, dementia or a learning disability were included. The included interventions were social alarms, electronic assistive devices, telecare social alert platforms, environmental control systems, automated home environments and 'ubiquitous homes'. Outcome measures included any objective measure that records an impact on a participant's quality of life, healthcare professional workload, economic outcomes, costs to healthcare provider or costs to participant. We included measures of service satisfaction, device satisfaction and healthcare professional attitudes or satisfaction. One review author completed the search strategy with the support of a life and health sciences librarian. Two review authors independently screened titles and abstracts of results. No studies were identified which met the inclusion criteria. This review highlights the current lack of empirical evidence to support or refute the use of smart home technologies within health and social care, which is significant for practitioners and healthcare consumers.

Assessment of patient satisfaction: Development and refinement of a Service Evaluation Questionnaire

A series of seven studies was conducted by the authors and their colleagues to produce an efficient measure of service satisfaction that can easily be related to symptom level, demographic characteristics, and type and extent of service utilization. The resulting measure, the Service Evaluation Questionnaire (SEQ) is a brief, global index that has excellent internal consistency and solid psychometric properties. Data from an extensive SEQ field study can be used as a comparison base for future applications of the two SEQ component scales, the CSQ-8 and the SCL-10. A new hypothesis has emerged from this series of studies that will guide future research: Service recipients may find it difficult to formally express dissatisfaction in the face of significant caring—however ineffectual—when the technical capacity to offer definitive treatment is not yet fully developed and when criteria for evaluating the efficacy of treatment are not yet crystal clear.

SUBJECTIVE INDICATORS AND DISTRIBUTIONAL RESEARCH ON PUBLIC SERVICES

ABSTRACTThis article uses data from 15 U.S. cities to explore the ways in which the use of subjective measures of service satisfaction can redirect distributional research from the question of who gets how much to the more policy‐relevant question of who gets how much of what is needed. It suggests a useful approach to the use of subjective indicators to provide more valid and meaningful measures in distributional research.