Service Performance Measurement Research Articles

Service Performance Measurement Using the Supply Chain Operation Reference Model in The Events and Travel Industry

Objective: This study aims to measure the performance of supply chain services using the Supply Chain Operation Reference (SCOR) Version 11.0 model in the events and travel industry. Design/Methods/Approach: The Supply Chain Operation Reference (SCOR) version 11.0 framework was employed to measure the performance of supply chain services. The performance indicators were assigned weights using the Analytical Hierarchy Process in Expert Choice Software. The performance achievements were marked using the traffic light system method, and an Action Plan was suggested for the company to improve its performance. Findings: The present study found 17 performance indicators consisting of 4 Plan performance attributes, 5 Source performance attributes, 3 Make performance attributes, 2 Deliver performance attributes, 2 Return performance attributes, and 1 Enable performance attribute. The weighting of each indicator resulted in the weight values for each activity from highest to lowest order, namely, Plan (0.317), Enable (0.297), Deliver (0.225), Source (0.95), Make (0.44), and Return (0.22). The performance measurement using a scoring system with the "larger is better" method and marking achievements through the traffic light system resulted in the company's aggregation value of 78%, indicating that the company still needs improvements in its supply chain service process even though the company's performance achievement is quite good. Originality: This research presents a new perspective on using SCOR-based performance measurement in service companies to become the basis for strategic decision-making and lead companies to achieve their competitive capabilities. Practical/Policy implication: The SCOR framework in every company business activity will provide a comprehensive view of the service supply chain as evaluation material for the company's service supply chain.

The Moderating Effects of Online Streaming Content Service Characteristics on Online Word-of-Mouth for Service Performance

Online streaming contents are creating greater service uncertainty, as consumers need to experience such contents before making a decision to continue to purchase them. Few studies have investigated the interaction between eWOM (online word-of-mouth) and online streaming content service characteristics with regard to the performance of online streaming contents and explained how this interaction can promote the role of service characteristics in service performance outcomes or remedy service uncertainty attributable to these characteristics. Thus, in order to test the interaction effects, this paper examines the moderating effects of service (webtoon) characteristics (i.e., author experience, genre (drama or fantasy), completion, transfer to paid service, and publication time (Wednesday)) on the relationship between eWOM and certain online streaming contents’ service performance measures; in this case, the publication period and content gamification. Based on scrawled data from 154 webtoons published on Naver Webtoon, a multivariate regression analysis with interaction terms showed that author experience and genre interact with the number of reviews to affect gamification. The transfer to a paid service interacts crucially with review ratings and the number of reviews to influence both the publication period and gamification. Online streaming content completion and publication times are factors that interact with review ratings and thus affect the publication period. Service providers need to cope with service uncertainties when attempting to further their online streaming content service by considering the service characteristics as well as customers’ responses through eWOM.

Development of a Service Quality Analysis Information System with the Importance Performance Analysis Method

Service is an activity where a company helps customers solve their problems. Good service quality can make customers loyal to the company. To maintain service quality, service performance is measured. The Importance Performance Analysis (IPA) method is one method that can be used to measure service performance from a customer perspective. Qanaah Carpet Shop is a business that operates in the field of goods and services. By using the IPA method, Toko Qanaah Karpet measures its service performance manually using paper media, which makes analysis ineffective and inefficient. This research aims to build an information system that can analyze service quality using the IPA method. The analysis was carried out by measuring 30 service attributes which were divided into 5 dimensions, namely: Tangible (Physical evidence), Reliability (Reliability), Responsiveness (Responsiveness), Assurance (Guarantee), and Empathy (Empathy). Data collected through a questionnaire involved 50 respondents. The results of this research show that there are 6 attributes in quadrant A, 10 attributes in quadrant B, 8 attributes in quadrant C, and 6 attributes in quadrant D. Companies can take action to maintain and improve service attributes in accordance with the recommendations from the results of this research.

Analysis Of Financial Performance And Service With Hospital Independence In Rumah Sakit Daerah K.R.M.T Wongsonegoro Kota Semarang

The objective of this study is to examine the financial and service performance of the K.R.M.T Wongsonegoro Regional Hospital in Semarang City, which has been utilizing the Regional Public Service Agency Financial Management Pattern (PKK-BLUD) since 2007. By transitioning into a full (BLUD), the Semarang City RSWN has gained the ability to handle its finances independently, hence enhancing its performance and service quality. The present study incorporates quantitative research employing a time series methodology. The data utilized in this study consists of secondary data obtained from financial records and hospital management reports. The assessment of financial performance is conducted through the utilization of financial measures, encompassing liquidity ratios, solvency ratios, and profitability ratios. In the context of service evaluation, the measurement of service performance encompasses six distinct indicators. These indicators include the Bed Occupancy Rate (BOR), Turn Over Interval (TOI), Bed Turn Over (BTO), Average Length of Stay (ALOS), Gross Date Rate (GDR), and Net Date Rate (NDR). The research hypothesis was examined by the application of Pearson correlation. The findings of the study indicate a significant correlation between financial performance, as assessed by the solvency ratio, and both the cost recovery rate and level of independence. The level of independence exhibits a significant link with service performance, as assessed by BTO.

A-164 Key Performance Indicators (KPIs) Can be Polluted by Add-on Tests

Abstract Background Key Performance Indicators (KPIs) are a measurement of service performance which are measured frequently and can demonstrate the clinical effectiveness of services. We undertook a review of a subset of KPIs following feedback from clinicians in the emergency department that was at odds to our reported KPIs. Our reported KPIs suggested that we were not meeting the turnaround times (TATs) required (1 h from receipt in the laboratory to result availability), however the view of the clinicians was that we were achieving the KPIs needed to manage their patients. We undertook an exercise to quantify the impact of add-on tests to our published KPIs as our laboratory information systems are not able to discriminate tests that are added on at a later time from those that go though as a first pass. Methods We reviewed all data (February 2022) for 4 common tests requested in the Emergency Department at King’s College NHS Foundation Hospital: amylase, CRP, paracetamol and high sensitivity troponin. Through a laborious process, we reviewed all records where a test had been added on to compare the turnaround time (TAT) for tests that pass through the first time and those that are added on so that we could quantify the impact of add-ons. Results In the month of February 2022, we processed 754 amylase, 4014 CRP, 121 paracetamol and 1414 high sensitivity troponin tests. The highest proportion of add-on tests was experienced with troponin (9.7%), amylase (9.4%) and paracetamol (8.3%). The lowest percentage of add-on tests was CRP (1.9%). Figures to be presented will demonstrate the impact of add-on tests as compared to those that go through as a first pass yield in whisker box plot format, non-truncated. Conclusion Add-on tests were polluting the KPIs that we were reporting. The service was delivering a TAT that the clinicians required, however our legacy internal reporting systems were not able to discern the date/time of add-on from that of the receipt of the tube into CSR or strip out the add-ons from the KPI reports and hence the negative impact that they have on reporting.

Evaluating the Service Performance Measurement in PT. ASABRI (Persero) Balikpapan Branch Office, Indonesia

State-Owned Enterprise (BUMN) is one of the contributors to the State Budget in terms of non-tax state revenue. BUMN dividends as a share of the government, the performance of BUMN has partially contributed to the realization of state revenues. This study seeks to evaluate the service performance measurement in PT. ASABRI (Persero) Balikpapan Branch Office, Indonesia. This study uses Important Performance Analysis (IPA) on 70 personnel of ASABRI. The result indicates that expectations and reality, the satisfaction level of respondents (ASABRI participants/heirs) was 95.23 percent, indicating that ASABRI participants/heirs were very satisfied with the services provided by the PT. ASABRI (Persero) Balikpapan Branch Office. The overall gap value is calculated based on the difference between the actual level of performance with the expected level. All show a positive value (+), meaning that the management of PT ASABRI (Persero) Balikpapan Branch has provided services according to the needs of ASABRI participants and management has provided satisfactory service to the participants.

Can firms benefit from integrating high-frequency survey measures with objective service quality data?

The advent of digitization has allowed firms to collect high-frequency data - subjective and objective - to monitor their service performance. This paper proposes a methodological framework to help firms understand the value of collecting these data. We apply the framework to novel high-frequency, individual-level, cross-sectional and time-series measures of subjective post-purchase perceptions (via surveys) and objective operational performance from a quick service restaurant and an auto rental company. Our approach allows for the quantification of the statistical and economic significance of collecting high-frequency subjective measures in the presence of their objective counterpart. In both settings, our results show that not collecting subjective service measures can lead to economically significant biases in resource allocation. We also find the presence of both within- and across-individual selection in survey responses, with the latter having a much bigger impact on the results. Our findings advance the literature on the measurement and management of service performance and provide insights to managers for forecasting and resource allocation in service settings.

UPAYA PENINGKATAN KINERJA PELAYANAN PUBLIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA MAGELANG

The Department of Population and Civil Registration (Disdukcapil) of Magelang City is one of the public service providers that strive to provide excellent service to the community. However, the performance of public services in the Disdukcapil of Magelang City still appears various problems and complaints. The purpose of this study was to identify the public factors that caused the performance of services in the Disdukcapil of Magelang City to not meet the established standards and to formulate efforts to improve the performance of public services in the Disdukcapil of Magelang City. This type of research is descriptive with a qualitative approach. The measurement of public service performance is based on four indicators consisting of work performance, expertise, behavior, and leadership. Data were collected through observation, interview, and documentation techniques. Data analysis through the stages of data collection, data reduction, data presentation, and concluding. The results of the study can be seen that the performance of public services in the Disdukcapil of Magelang City from the aspect of achievement, expertise, behavior, and leadership has shown good results. However, in the service, there are still various problems and complaints. This is due to 2 (two) factors, namely internal factors, and external factors. The efforts to improve the performance of public services include improving the quality and behavior of government officials, creating public service policies that are not too procedural and convoluted, and adding facilities and infrastructure.

Does the squeaky wheel get the complaint? Linking bus performance, sociodemographic characteristics, and customer comments

Public transit agencies rely on service operations performance measures to guide service improvement efforts. They also collect customer feedback on performance to measure levels of satisfaction among users. Connecting these two performance measures can help public transport agencies increase ridership satisfaction and loyalty. In this study, we link service performance measures obtained from automatic vehicle location (AVL) and automatic passenger count (APC) with customer complaints. This is done while controlling for the amount of ridership to understand if routes with worse service performance, as identified by operations measures, also have more service complaints. We also investigated if an area’s level of affluence affects the number of service complaints per rider that the route receives while controlling for route service performance and ridership. The AVL/APC and customer-feedback data were provided by Portland, Oregon’s TriMet transport agency for the period between August 2018 and January 2019. Descriptive statistics at the route level and a series of mixed-effect multilevel logistic regression models were used to quantify the relationship between route service performance, service complaints, and a service-area vulnerability index, at the route-day level. The likelihood of receiving a service complaint for a route in a day was found to increase based on service performance and the vulnerability of the neighborhood being served by that route, all else held equal. Findings from this research unmask the relationship between service complaints, bus operations and socioeconomic characteristics of the neighborhood a route is serving, offering insights to transport planners and researchers in the psychology behind bus performance complaints.

Key performance indicators for improving outcomes from retroperitoneal sarcoma surgery in New Zealand.

Retroperitoneal sarcomas are a rare and heterogenous group of tumours. There is increasing evidence that high volume sarcoma units achieve superior outcomes than low volume units. Due to the relatively small population, New Zealand is unlikely to generate a sufficient case volume to be considered high volume. To our knowledge, no well-established key performance indicators (KPIs) exist for retroperitoneal sarcoma surgery. In order to ensure quality standards we aim to propose KPIs which will act as a benchmark and a target for future quality improvement. Potential KPIs were generated by internal discussion within the sarcoma team, taking into consideration available guidelines and evidence. Cases treated through the unit since 2015 were audited to determine historical performance against these KPIs. Eighty-six patients with primary retroperitoneal sarcomas were identified. 69% of patients were discussed at the sarcoma MDM prior to treatment, 62% underwent preoperative core biopsy. 82% of patients were seen and treated within target timeframes set by the Ministry of Health. 53% of patients underwent surgery with a sarcoma trained surgeon. R0/R1 rate was 88%. 90-day mortality was 4.6%. Surgical treatment of retroperitoneal sarcomas is complex and can be associated with significant morbidity. The proposed KPIs provide a measure of service performance and provide targets for quality improvement.

Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach.

The main purpose of this study is to explore the application of the balanced scorecard (BSC) to service performance measurements of medical institutions using the analytic hierarchy process (AHP) and decision making and trial evaluation laboratory (DEMATEL). According to the concept of BSC, a total of four evaluation dimensions and twenty-two indicators of medical service performance measurements were developed. To collect data, this study delivered expert questionnaires to medical-related professional supervisors, deans, and heads of medical institutions in Taiwan. By combining the AHP and DEMATEL, the priority and causality of service performance standards in medical institutions were obtained. The results of this study show that the customer dimension is the most important service performance measurement dimension for medical institutions. The seven key service performance measurement indicators that are most important for medical institutions, in order, are "complete and comfortable equipment", "competitiveness of the medical profession", "continuity of patient-to-hospital treatment", "classification of medical profession according to customers (VIP system)", "complete medical service", "complete salary, remuneration, and policy", and "medical incomes of institutions". In terms of causality, provided the complete services of medical institutions are improved, the continuity of patient-to-hospital treatment, the competitiveness of the medical profession, and the medical incomes of institutions would be influenced.

Preferences of general practitioners for delivering adult vaccination: A discrete choice experiment

ABSTRACT Preventive health workers rather than general practitioners (GPs) are the principal providers of vaccines in China, which may be a determinant of the unmet demand for vaccination, especially for adults, in recent years. GPs’ preferences had a significant influence on alternative approaches to adult vaccination delivery. To better understand GP’s preferences for adult vaccination services, we employed a discrete choice experiment with seven attributes: income, setting, information system, workshop, workload, performance measurement, and managerial support. Mixed logit models and latent class models were used for statistical analyses. In general, support from primary healthcare managers was the strongest driver of choice, followed by a 10% increase in workload, separate adult vaccination clinic, 5% increase in workload, and independent information system. Monthly income was significantly associated with provision of adult vaccination services. Based on the influence of latent factors, GPs fell into three classes that were correlated with GPs’ years of practice, workload, income satisfaction, and knowledge-attitude-practicescore. Classes 1 and 2 valued the service setting and performance measurement differently, while Class 3 valued the service setting only (preferred separate adult vaccination clinics to provide service). This study generated actionable information to guide innovation in the adult vaccination delivery system in China.

Description of Core Performance Measures and Indicators of Patient Safety Used by Select Government and Private Hospitals in the Philippines

Background. In 2008, the Department of Health (DOH) issued Administrative Order 2008-0023 that called for an“effective and efficient monitoring system that will link all patient safety initiatives”. However, there are still no explicit and harmonized targets to measure effectiveness and to provide benchmarks that assess whether previous efforts were helpful.Objective. The study aimed to describe the status of patient safety performance measures and indicators on the international patient safety goals (IPSGs) in select hospitals in the Philippines.Methods. Descriptive, cross-sectional design was used to investigate currently used performance measures andindicators. Data collection included administration of a Hospital Patient Safety Indicators Questionnaire (HPSIQ) that summarized the currently used patient safety measures and indicators in the sampled Level 2 and level 3 hospitals and triangulation by review of documents such as hospital databases, protocols on reporting, and manuals for information gathering regarding patient safety. Performance measures were categorized using the Donabedian framework. Core indicators were identified through review of standards that cut across the six IPSGs and evaluation of overarching processes and concepts in patient safety.Results. Forty-one level 2 and 3 hospitals participated in the study. Most performance indicators were processmeasures (52%), while structure (31%) and outcome measures (17%) accounted for the rest. There is an obviouslack of structural requirements for patient safety in the hospitals included in this study. Less than half the hospitals surveyed implement risk assessment and management consistently. Reporting of events, near- misses, and patient safety data are widely varied among hospitals. Data utilization for quality improvement is not fully established in many of the hospitals. Patient engagement is not integrated in service delivery and performance measurement but is crucial in promoting patient safety.Conclusion. Mechanisms to improve hospitals’ capacity to monitor, anticipate, and reduce risk of patient harm during the provision of healthcare should be provided. Having a unified set of definitions and protocols for measurement will facilitate reliable monitoring and improvement. Leadership and governance, both internal (e.g., hospital administrators) and external (e.g., DOH) that recognize a data-driven approach to policymaking and improvement of service delivery are crucial in promoting patient safety

MODEL QFD DAN IPA 2 DIMENSI PADA PELAYANAN PASIEN COVID-19 DI RSDC WISMA ATLET DKI JAKARTA GUNA MENINGKATKAN KUALITAS LAYANAN KESEHATAN

Covid-19 (Corova Virus Disease 2019) is a type of infectious disease that is currently becoming a lot of conversation and causing concern for the public. Since the emergence of the first Covid-19 case, it has caused a stir that has occurred in various parts of the world, including Indonesia. Because Covid-19 can infect anyone without any age limit. Covid-19 also has an impact on a country's economic growth and losses in terms of public health.Another bad impact in terms of public health can be seen in the number of referral hospitals and emergency hospitals appearing based on government decisions. One of the emergency hospitals for Covid patients is the Wisma Atlet Covid-19 Emergency Handling Hospital (RSDC). Wisma Athlete's Wisma Atlet Emergency Hospital (RSDC), Kemayoran since its first operation on March 23, 2020 until now. The Covid-19 pandemic has resulted in a drastic increase in the various types of health services available. Therefore, the surrounding community certainly has hope for the quality of service in the available hospitals, especially the Wisma Atlet RSDC in order to meet user satisfaction. Based on the explanation above, this research was conducted which aims and is useful to find out what attributes are experiencing problems in the quality of service at the Wisma Atlet Hospital and find out the steps to improve the attributes that are experiencing problems. The method used in this research is Importance Performance Analysis 2 Dimension (IPA) which is used to measure service performance on the quality of service received by consumers based on the size of the assessment on reality and expectations, then followed by the Quality Function Deployment method used to provide technical responses sourced from Voice of Customer (VOC) so that it is hoped that in the future the RSDC Wisma Atlet can improve the quality of its services to improve public health.

Service Supply and Customer Satisfaction in Public Transportation: The Quality Paradox

Satisfaction measures obtained from citizens are frequently used in performance-based contracts due to their presumed link with company performance. However, few studies have actually examined the link between traveler satisfaction measures and objective performance measures in public transport. This research analyzes the relationship between the objective performance measures of public transport services and the satisfaction perceived by travelers. Data were collected in six different European cities. Three objective service performance measures were obtained for each city from the UITP Millennium Database. Three subjective satisfaction attribute measures were obtained from Benchmarking in European Service of Public Transport (BEST 2001), answered by 6,021 respondents in total. In addition to subjective attribute measures, overall satisfaction was also used as a subjective measure. Several correlational analyses show that the relationship between satisfaction and service performance in public transport is far from perfect.

The Service Performance and Customer Satisfaction Model in Islamic Banking

The purpose of this study is twofold; 1). to find the measurement scale of service performance and 2). to examine the impact of service performance dimensions on customer satisfaction in Indonesian Islamic banking context. This study employs survey method with cluster sampling technique. Self-administered questionnaire, with 408 Islamic commercial bank customers as respondents, is used to collect the data/information. Confirmatory Factor Analysis (CFA) is adopted to test the dimensionality of service performance and customer satisfaction. Structural Equation Modeling (SEM) approach is employed to examine the impact of service performance dimensions on customer satisfaction. Results reveal 5 dimensions; physical, interactions, process, technology quality and sharia-compliance reflect service performance measurement scale. It is evidence that 3 dimensions; physical, process and sharia significantly impact on customer satisfaction. Interestingly, another 2 dimensions; interaction and technology do not significantly impact on customer satisfaction.
 
 Keywords: Service Performance; Customer Satisfaction; Islamic Banks; Structural Equation Modelling (SEM)

Comparison of hospital service performances under COVID-19 pandemics for pilot regions with low vaccination rates

It is essential to measure the quality and performance of health centers and propose policies in order for health services to continue without interruption during the pandemic period and for the continuous and proper implementation of new procedures in hospitals with COVID-19.The measurement of service quality and performance in hospitals should be provided not only for the smooth flow of health services that are vital for individuals but also for the elimination of hesitations in the treatment and vaccination processes related to COVID-19. Previously, models have been proposed by introducing some criteria to measure and evaluate hospital service performance in some extraordinary conditions, but such a study has not yet been put forward under pandemic conditions. Starting from this point, we aim to fill the gap in the literature by conducting a measurement study for hospitals in the pilot region, where COVID-19 cases are common but vaccination is observed at low rates. For this aim, the evaluation criteria are gathered under basic dimensions as in SERVPERF (Service Performance), which is a widely used tool for measuring service quality and a fuzzy multi-criteria decision analysis is proposed to measure the service performance of state hospitals for a pilot region. In the proposed methodology, the integrated methods consisting of CRITIC-TOPSIS have been extended with fermatean fuzzy sets. Expert opinions are taken via questionaries to determine hospital service performances. Based on the results obtained from the hospitals in the pilot region, the policies and strategies to be adopted by the hospitals serving under pandemic conditions worldwide to increase the service quality have been put forward. Additionally, the sensitivity of the parameters in the problem is measured, and then the validity of the obtained results is also validated. According to the results, assurance is determined as the most important main service performance factor during the pandemic period. So, the managers should develop strategies to address people's concerns about vaccines and increase people's trust in hospitals.

The implementation, impact, and challenges of balanced scorecard in Ethiopian land development and management office

The purpose of this study is to examine BSC implementation, contribution, and challenges encountered in Addis Ababa concerning Kolfe-keranyo Sub City Land Development and Management office. The study adapted a concurrent mixed-method approach, descriptive research design, primary and secondary data source, and probability and non-probability sampling techniques, to achieve the objective of the study. A five-point Likert scale questionnaire and structured interview were used as a data collection tool. The questionnaire was administered to employees and an interview was held with leaders. The findings of the study generally indicate that the contribution of a balanced scorecard in measuring service performance in land management is minimal because performance indicators are poorly designed, standards are unrealistic, which ignores the nature of the service, and performance data is not properly recorded. Finally, the study presented some recommendations, including redesigning the scorecard, setting realistic time standards, allocating adequate resources, strengthening training and awareness programs, and strong leadership support and commitment. Keywords: Balanced Scorecard; land management; performance.

PELAYANAN UMUM DI POLRES REMBANG JAWA TENGAH UNTUK TERWUJUDNYA ZONA INTEGRITAS

POLRES Rembang requires performance measurement in public services. The purpose of this study is to determine: 1). the effect of effectiveness and efficiency on public service performance, 2). the influence of officer discipline on public service performance, 3) the effect of officer initiative on public service performance, 4). the personal influence of officers on the performance of public services, 5). the influence of information systems on public service performance, 6). suggestions and expectations from the community. The research method used is quantitative with the population is the people who enjoy the services provided by POLRES Rembang. This study used a sample of 200 respondents. The sampling technique used is cluster sampling, which is the basis for the number of districts in Rembang Regency. The technique of collecting data with a questionnaire using a linkert scale. The analysis technique used is multiple linear regression. The results showed: 1). effectiveness and efficiency have a positive effect on public service performance, 2). Officer discipline has a positive effect on public service performance, 3) officer's initiative has no significant negative effect on public service performance, 4). personal officers have a positive effect on public service performance, 5). Information systems have a positive effect on public service performance, 6). the hope of the community, POLRES Rembang continues to improve the performance of its services. The test value of determination is 0.768, which means that the factors examined in the study have an influence on the performance of the POLRES Rembang service by 76.8%, while the remaining 23.2% is influenced by other factors outside the model studied.

Evaluating the development, woman-centricity and psychometric properties of maternity patient-reported outcome measures (PROMs) and patient-reported experience measures (PREMs): A systematic review protocol

IntroductionWoman-centred care is the right of every woman receiving maternity care, irrespective of where care is being received and who is providing care. This protocol describes a planned systematic review...