Offer Quality Services Research Articles

Comparative Study of Orchestration using gRPC API and REST API in Server Creation Time: An Openstack Case

Cloud computing is the quick, simple, and economical distribution of computing services. To offer quality services in cloud infrastructure, the NFV Management and Orchestration (MANO) function is a critical task for managing both infrastructure resources and network functions. Since the demand for cloud services is rapidly increasing, cloud service providers are constantly trying to reduce operational costs. Hence the elements of MANO functions have gained critical importance in cloud infrastructure. To use MANO efficiently, there are hypervisors (OpenStack) that act as a middle layer between hardware and software that are used to provide Infrastructure-as-a-Service solutions through a set of interrelated services. These services are managed by an application programming interface (API). The existing orchestration method uses Representational state transfer (REST) API for communicating with core components of a hypervisor. These API have been integral part of creating and deploying a server. To improve the performance, this paper proposes a novel approach for orchestration based on the opensource remote procedure call framework, known as gRPC. To analyse the proposed solution, both REST and gRPC-based orchestration methods are implemented for creating and launching servers using OpenStack cloud computing platform. The server creation time is obtained for different scenarios and SFC use cases. The results show that by using gRPC, the performance in terms of server creation time of an orchestration is improved by up to 27% compared to the traditional REST-based orchestration.

Maternal anaemia care in Kano state, Nigeria: an exploratory qualitative study of experiences of uptake and provision

Background Maternal anaemia (anaemia in pregnancy, childbirth, and the postpartum period) remains a persistent challenge, particularly in Kano State, Nigeria, which has the highest prevalence of maternal anaemia globally, at 72%. Methods We conducted a qualitative study in Murtala Muhammad Specialist Hospital in Kano State, Nigeria. We aimed to identify factors constraining uptake and provision of maternal anaemia care, exploring perspectives across different stakeholders. We carried out 10 key informant interviews with policymakers and hospital managers, 28 in-depth interviews with healthcare providers and pregnant women using antenatal services and four focus group discussions with pregnant women’s husbands and mothers-in-law. Data were analysed thematically. Results Issues with provision include a lack of provider training and guidelines specific to maternal anaemia and blood transfusion, insufficient staff to meet increasing demand, and inadequate resources. Issues with uptake include the inability to afford informal user fees, distrust in health services and the blood transfusion process, and a lack of understanding of the causes, consequences, and treatment for anaemia, resulting in poor uptake of care and adherence to treatment. Conclusions This study recommends the implementation of standardized guidelines and training sessions to better support healthcare providers in offering quality services and increasing funding allocated to supporting maternal anaemia care. Education initiatives for service users and the public are also recommended to build public trust in health services and to improve understanding of maternal anaemia.

Maternal anaemia care in Kano state, Nigeria: an exploratory qualitative study of experiences of uptake and provision

Background: Maternal anaemia (anaemia in pregnancy, childbirth, and the postpartum period) remains a persistent challenge, particularly in Kano State, Nigeria, which has the highest prevalence of maternal anaemia globally, at 72%. Methods: We conducted a qualitative study in Murtala Muhammad Specialist Hospital in Kano State, Nigeria. We aimed to identify factors constraining uptake and provision of maternal anaemia care, exploring perspectives across different stakeholders. We carried out 10 key informant interviews with policymakers and hospital managers, 28 in-depth interviews with healthcare providers and pregnant women using antenatal services and four focus group discussions with pregnant women’s husbands and mothers-in-law. Data were analysed thematically. Results: Issues with provision include a lack of provider training and guidelines specific to maternal anaemia and blood transfusion, insufficient staff to meet increasing demand, and inadequate resources. Issues with uptake include the inability to afford informal user fees, distrust in health services and the blood transfusion process, and a lack of understanding of the causes, consequences, and treatment for anaemia, resulting in poor uptake of care and adherence to treatment. Conclusions: This study recommends the implementation of standardized guidelines and training sessions to better support healthcare providers in offering quality services and increasing funding allocated to supporting maternal anaemia care. Education initiatives for service users and the public are also recommended to build public trust in health services and to improve understanding of maternal anaemia.

Catastrophic health care spending in managing type 2 diabetes before and during the COVID-19 pandemic in Tanzania.

COVID-19 disrupted health care provision and access and reduced household income. Households with chronically ill patients are more vulnerable to these effects as they access routine health care. Yet, a few studies have analysed the effect of COVID-19 on household income, health care access costs, and financial catastrophe due to health care among patients with type 2 diabetes (T2D), especially in developing countries. This study fills that knowledge gap. We used data from a cross-sectional survey of 500 people with T2D, who were adults diagnosed with T2D before COVID-19 in Tanzania (March 2020). Data were collected in February 2022, reflecting the experience before and during COVID-19. During COVID-19, household income decreased on average by 16.6%, while health care costs decreased by 0.8% and transport costs increased by 10.6%. The overall financing burden for health care and transport relative to household income increased by 32.1% and 45%, respectively. The incidences of catastrophic spending above 10% of household income increased by 10% (due to health care costs) and by 55% (due to transport costs). The incidences of catastrophic spending due to health care costs were higher than transport costs, but the relative increase was higher for transport than health care costs (10% vs. 55% change from pre-COVID-19). The likelihood of incurring catastrophic health spending was lower among better educated patients, with health insurance, and from better-off households. COVID-19 was associated with reduced household income, increased transport costs, increased financing burden and financial catastrophe among patients with T2D in Tanzania. Policymakers need to ensure financial risk protection by expanding health insurance coverage and removing user fees, particularly for people with chronic illnesses. Efforts are also needed to reduce transport costs by investing more in primary health facilities to offer quality services closer to the population and engaging multiple sectors, including infrastructure and transportation.

Quality of service in gyms - fitness centers: literature review

The aim of this article was to compile updated and systematized scientific literature on the quality of service in gyms - fitness centers. For this purpose, a thorough Boolean search was carried out, using keywords such as service quality, gyms - fitness centers, satisfaction, perceived value in various databases: EbscoHost, Scopus, Redalyc, Dialnet, DOAJ, Physical Therapy & Sports Medicine, ProQuest, Sport Discus and Google Scholar. Subsequently, a total of 13266 articles were found, of which 4846 were eliminated and the remaining articles were filtered according to the inclusion and exclusion criteria, obtaining 50 articles plus 10 official reports from national and international sports institutions. Ten articles were then selected to answer the questions and objectives of this study, finally using a total of 60 documents. Consequently, the information analyzed made it possible to identify which aspects are connected to a higher perceived value by members and, therefore, to a better quality of service: equipment and environments in good condition, trained instructors, economic offers, safety, diverse training programs and accessible schedules. Therefore, it is recommended that gyms - fitness centers create a positive social environment between their facilities and their members, offering quality services based on the characteristics and requirements of the members, thus obtaining satisfied, loyal, committed and committed users with a high perceived value, generating in return, re-registration of members, new customers and a higher economic income.

Motivation as a Factor for Enhancing Employees’ Satisfaction: A Case Study of Juba Teaching Hospital, South Sudan

Since issues of employees’ motivation are recorded to be emerging with the current and predicted increases in low salary, delayed salary encourages turnover rates marked that human resources got dehumanized and stopped happiness to people. This study was designed to examine the relationship between motivation and employees’ satisfaction, explore the factors influencing Motivation to enhance employees’ satisfaction and determine the factor structure of Motivation, enhancing employees’ satisfaction in Public Health Hospital. 
 This research design was cross-sectional and descriptive, using quantitative approaches from a population of 838 persons. The purposive and simple random sampling technique was employed to select 260 respondents using The Likert scale. A set of attitude statements was presented as closed-end structure questionnaires and interview guides. SPSS version (20.0) and EPIDATA Program for coding (CSpro 7.5 version) were used to analyze the data. The results were presented using Spearman correlations coefficient, Regressions, ANOVA of variance and factor analysis structure loading to predict the variable relationship. 
 The finding showed that there is a significant positive relationship between motivation and employees’ satisfaction (r=0.003, P-value < 0.01). Enhancing and employees’ satisfaction (r=0.082, p-value <0.01). Motivation is significantly correlated with employees’ satisfaction. However, motivation and employee’s satisfaction (r=0.128, p-value < 0.01)), the staff with more opportunities for motivation are more likely to offer quality services. Indeed, employees with high motivation deliver quality services, indicating that employees’ satisfaction depends on motivation. The regression analysis shows the relationship between motivation, enhanced employees’ satisfaction (F= 1.984, sig=0.000) motivation and enhancing extremely explained employee’s satisfaction of (

Maternal anaemia care in Kano state, Nigeria: an exploratory qualitative study of experiences of uptake and provision.

Maternal anaemia (anaemia in pregnancy, childbirth, and the postpartum period) remains a persistent challenge, particularly in Kano State, Nigeria, which has the highest prevalence of maternal anaemia globally, at 72%. We conducted a qualitative study in Murtala Muhammad Specialist Hospital in Kano State, Nigeria. We aimed to identify factors constraining uptake and provision of maternal anaemia care, exploring perspectives across different stakeholders. We carried out 10 key informant interviews with policymakers and hospital managers, 28 in-depth interviews with healthcare providers and pregnant women using antenatal services and four focus group discussions with pregnant women's husbands and mothers-in-law. Data were analysed thematically. Issues with provision include a lack of provider training and guidelines specific to maternal anaemia and blood transfusion, insufficient staff to meet increasing demand, and inadequate resources. Issues with uptake include the inability to afford informal user fees, distrust in health services and the blood transfusion process, and a lack of understanding of the causes, consequences, and treatment for anaemia, resulting in poor uptake of care and adherence to treatment. This study recommends the implementation of standardized guidelines and training sessions to better support healthcare providers in offering quality services and increasing funding allocated to supporting maternal anaemia care. Education initiatives for service users and the public are also recommended to build public trust in health services and to improve understanding of maternal anaemia.

Стратегічний аналіз та перспективи розвитку ринку електромонтажних послуг Кіровоградщини

The article is devoted to conducting a strategic analysis of the external environment of the functioning of electrical installation enterprises (EIE), as well as to the development, on this basis, of practical recommendations for the formation of strategies for their development. The reliability of power supply systems and the safety of people's lives depend on the quality of work performed by these enterprises. Taking into account the fact that competition in the field of electrical installation services is mainly regional and local in nature, the relevant market of the Kirovohrad region and the city of Kropyvnytskyi was studied. On the basis of a detailed analysis of the sources of each of the selected key industry factors of the external environment (existing and potential competitors, suppliers, consumers), the following were determined: the leading enterprises of the local electrical installation services market and the key factors of their success; the main barriers to entering the industry of potential competitors; factors of quality performance of services and gaining the trust of consumers; directions of related diversification of the electrical installation enterprise; peculiarities of working with suppliers and requirements for the quality of their products. A list of the main competitive advantages of the market leaders of electrical installation services has been established, which include: work experience in this field; positive image among partners and consumers; expanding the share of the market served by the enterprise; execution of a full range of design, testing and electrical installation works and obtaining the appropriate package of permit documentation for this; availability of a modern and effective material and technical base (including certified electrical laboratories), highly qualified management and personnel; use of only high-quality materials in the works; the ability to offer quality services at the best price. The SWOT analysis method, applied on the example of one of the leading enterprises, made it possible to develop a balance of factors of the external and internal environments of EIE, measures to improve the competitive position of this enterprise on the market, to put forward well-founded recommendations for the implementation of a strategy of concentrated growth and a competitive strategy of optimal costs. The presented strategic analysis of the market of electrical installation services and the planned prospects for the further development of one of its leaders can be applied by the participants of this market - electrical installation enterprises to assess their own competitive position, intensify their strategic activities and choose adequate methods of competitive struggle, which, ultimately, will contribute to the development of data enterprises and the industry as a whole.

Factors Affecting the Academic Performance of Teacher Education Students in DOrSU-San Isidro Campus

Factors Affecting the Academic Performance of Teacher Education Students in DOrSU-San Isidro Campus. Objective: This quantitative research study aimed to assess the factors affecting the academic performance of students from DOrSU-San Isidro Campus. Methods: This study employed survey research design to determine the distribution of factors affecting the academic performance of the BEEd students in DOrSU-San Isidro Extension Campus in terms of personal condition, study habits, home-related factor, school-related factor and lecturer factor. Moreover, t-test was used in testing the differences on the academic performance of students when analyzed according to their sex. Findings: The results revealed that there is no disparity between male and female students when compared based on their academic performance. Conclusions: Further, it is suggested in this study to keep the Teacher Education Curriculum responsive and relevant by periodically conducting curriculum reviews and voluntarily submit to accreditation survey visits. This will help them ensure that they are offering quality services to their students regardless of their background. Keywords: teacher education, academic performance, survey research design, Philippines DOI: http://dx.doi.org/10.23960/jpp.v13.i2.202316

Assessing brand performance consistency from consumer-generated media: the US hotel industry

Purpose Given the importance of performance consistency of chain hotels in customers’ decision-making and service evaluation, this study aims to explore how consistently chain hotel brands offer quality service and carry out their performance from the eyes of customers through online reviews on TripAdvisor of the top five US hotel chains (i.e. Choice, Hilton, InterContinental, Marriott and Wyndham) and their brands. Design/methodology/approach The research objectives were achieved through methodological triangulation: business intelligence, data visualization analytics and statistical analyses. First, the data collection and pre-processing of consumer-generated media (CGM) (i.e. TripAdvisor online reviews) were performed using business intelligence for further analyses. Using data visualization analytics (i.e. box-and-whisker plot by region and brand), the geographic patterns of performance attributes (i.e. online review ratings, including location, sleep, cleanliness, room and service) were depicted. Using a series of analyses of variance and regression analyses, the results were further assessed for the impacts of brand performance inconsistency on consumers’ perceived value, sentiment and satisfaction. Findings The empirical results demonstrate that there are significant performance inconsistencies in performance attributes (location, sleep, cleanliness, room and service) by brands throughout the six regions in the US hotel market. More importantly, the findings confirm that brand performance consistency significantly influences consumers’ perceived service quality (i.e. perceived value, satisfaction and sentiment). Originality This study is one of the first attempts to empirically explore hotel brand performance consistency in the US hotel market from customer reviews on CGM. To measure hotel brand performance in the US hotel market, this study collected and analyzed user-generated big data for the top 5 US hotel chains through business intelligence, visualization analytics and statistical analysis. These integrated and novel research methods would help tourism and hospitality researchers analyze big data in an innovative data analytics approach. The findings of the study contribute to the tourism and hospitality field by confirming hotel brand performance inconsistency and such inconsistent performance affected customers’ service evaluations. Practical Implications This study demonstrates the significant impact of hotel brand performance consistency on consumers’ perceived value, emotion and satisfaction. Considering that online reviews are perceived as a credible source of information, the findings suggest that the hotel industry pays special attention to brand performance consistency to improve consumers’ perceived value, emotion and satisfaction.

Integration of Management Information Systems and Performance of Small and Medium Enterprises in Embu County

Kenyan’s need to use information systems in order to increase efficiency of operations within their enterprises. Survival of businesses to beat competition depends on their ability to use information systems. Those SMEs that use information systems are able to compete with their rivals in larger firms. Information systems allow SMEs to cut down costs, make better products and offer quality service to customers. SMEs that have integrated information systems are able to cut down cost and provide better services to customers. SMEs in developed economies have exploited the full benefits of information systems unlike those in developing nations like Kenya. This is so because of the slow development of information systems within SMEs in developing nations. There are a number of challenges experienced by SMEs in developing countries that impedes the adoption and use of information systems. These challenges include; poor ICT infrastructure, lack of management support, inadequate user expertise and poor information storage. This study sought to investigate how these challenges affect performance of SMEs in Embu County, Kenya. The study targeted 250 SMEs with a total of 400 employees. Stratified random sampling was employed to select 80 employees from the targeted population. Primary data was collected using closed and open-ended structured questionnaires with reliability coefficient of 0.6 and above. Data was collected using drop and pick method. It was analyzed using both descriptive and inferential statistics using SSPP 20. Descriptive analyses were done using tables, graphs, mean and standard deviation. Inferential analysis was based on multiple regression models. The study revealed that SMEs had adequate ICT infrastructure that enabled them communicate effectively with their stakeholders. The study also found that staff had adequate Skills and knowledge in ICT that enabled them use ICT tools efficiently. The study concluded that ICT infrastructure, Management support,...

Enhancing the Quality Assurance of Fashion Technology Courses in India: A Comparative Study between Educators and Industry Professional

Higher education institutions are entrusted with the herculean task of ensuring quality in teaching and learning process of students. It is important that these institutions establish and maintain a proper quality assurance system so that they can offer quality services to their key stakeholders. Fashion Technology courses in India are undergoing drastic transformations in the recent years to keep pace with developments in industry and market conditions. The expectations from the stakeholders has increased manifold and it is the responsibility of the education leaders related with Fashion Technology courses to ensure higher quality in educational offerings. The purpose of this work is to evaluate the importance of different factors in ensuring quality in fashion technology courses. From the extensive review of literature on quality assurance parameters in higher education, ten unique factors were identified. Data were collected from 330 faculty members and 280 industry professionals from fashion design technology industry. Quality assurance parameters like Resources (Students, Faculty, Infrastructure), Education Management, Instructional Design and Delivery, Assessment and Evaluation, Student learning outcomes, Learning Experiences, Professional Attributes, and Skill Sets were considered in this study. Statistical measures like relative importance index (RII), t-test, correlation analysis, etc. were used to compare the perception of educators and industry professionals. The study highlights the importance of different factors in promoting quality assurance in fashion technology courses. The findings has several implications for educators to focus on enhancing quality assurance in higher education in general and fashion technology courses in particular.

Management of public oral health policies from local dental operators’ and management teams’ perspective in Ate-Vitarte and Santa Anita, 2017

Objective: To describe the management of public oral health policies from dental operators’ and management teams’ perspective in the districts of Ate-Vitarte and Santa Anita in 2017. Materials and methods: An observational, descriptive, cross-sectional, analytical, prospective and mixed methods research. The instruments and pilot plan were validated after expert opinion, while reliability was assessed using Cronbach’s alpha. Moreover, contrast and triangulation of data from different sources were conducted. All ethical standards were met. Results: Fifty-seven point one three percent (57.13 %) of the interviewees were dental operators (odontologists) engaged in the SERUMS program and the rest consisted of management teams (directors and chiefs). Both groups did not receive adequate training in public oral health policies and were unsatisfied with their salaries. They also expressed dissatisfaction with the hospital’s premises, except for two facilities located in Ate (where former President Fujimori receives medical care), which have state-of-the-art equipment, materials and supplies. Local dental operators participated in oral health intra- and extramural activities, and performed dental procedures such as fillings, extractions, fluoride treatments, prophylaxis and counseling.Conclusions: Public oral health policies in Ate-Vitarte and Santa Anita are in the first phase of the implementation process of a new work scheme. They aim at offering quality services and state that dental professionals are willing to transcend by doing their work in order to turn the health care paradigms into health prevention and promotion activities. Furthermore, these policies consider continuous improvement and awareness because oral health goes beyond dental professionals’ work.

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS

The significance of this study is to measure the quality of service offered by public sector banks. The five dimensions of Servqual model i.e Reliability, Responsiveness, Empathy, Assurance and Tangibility were used to measure the quality of service offered by the banks. The primary data is collected from 252 respondents using convenience sampling method. Correlation and Regression analysis were used to investigate the relationship between the dependent and independent variables. The Correlation and Regression results indicate that there is a positive relationship between the service quality dimensions and customer satisfaction. The Regression test results show that offering quality service has a positive influence on customer satisfaction as a whole. It is proven from the results that Empathy and Reliability are the two most dominant service qualities which is followed by Responsiveness, Assurance and Tangibility. The present survey also implied that offering high quality service enhances customer satisfaction.

The Effect of Business Model Innovation, Customer Trust and Commitment on SME Business Growth

Business growth includes an increase in the number of turnover and an increase in the number of employees, which means if the business grows, its sales also increase. Efforts for SMEs to develop, the competitiveness of SMEs needs to be developed. Several factors can affect the growth of SMEs, so SMEs are required to innovate business models, increase trust, and commitment to customers in order to remain competitive with competitors out there. Due to the increasingly diverse needs of consumers, business people must also offer quality services so that consumers can feel comfortable. The primary purpose of this study was to determine the effect of business model innovation, customer trust, and customer commitment on SME business growth: a survey of the SME business at the Handicraft Center in Bantul. The population used in this research is the UKM craft center in Bantul. The sampling technique used in this research is purposive sampling. The sample used in this study amounted to 100 respondents. This study uses Structural Equation Modeling (SEM) analysis using the Partial Least Square (PLS) method. The results of this study indicate that business model innovation has a positive and significant effect on SME business growth, business model innovation through customer trust has a positive and insignificant impact on SME business growth, and business model innovation through customer commitment has a positive and significant impact on SME business growth.

The Effect of Business Model Innovation, Customer Trust and Commitment on SME Business Growth

Business growth includes an increase in the number of turnover and an increase in the number of employees, which means if the business grows, its sales also increase. Efforts for SMEs to develop, the competitiveness of SMEs needs to be developed. Several factors can affect the growth of SMEs, so SMEs are required to innovate business models, increase trust, and commitment to customers in order to remain competitive with competitors out there. Due to the increasingly diverse needs of consumers, business people must also offer quality services so that consumers can feel comfortable. The primary purpose of this study was to determine the effect of business model innovation, customer trust, and customer commitment on SME business growth: a survey of the SME business at the Handicraft Center in Bantul. The population used in this research is the UKM craft center in Bantul. The sampling technique used in this research is purposive sampling. The sample used in this study amounted to 100 respondents. This study uses Structural Equation Modeling (SEM) analysis using the Partial Least Square (PLS) method. The results of this study indicate that business model innovation has a positive and significant effect on SME business growth, business model innovation through customer trust has a positive and insignificant impact on SME business growth, and business model innovation through customer commitment has a positive and significant impact on SME business growth.

Knowledge, attitudes and practices towards malaria diagnostics among healthcare providers and healthcare-seekers in Kondoa district, Tanzania: a multi-methodological situation analysis

BackgroundDespite the large-scale rollout of malaria rapid diagnostic tests (RDTs) in Tanzania, many healthcare providers (HCPs) continue using blood film microscopy (BFM) and clinical examination to diagnose malaria, which can increase the risk of mal-diagnosis and over-prescribing of anti-malarials. Patients disregarding negative test results and self-treating exacerbate the problem. This study explored the knowledge, attitudes and practices of HCPs and healthcare-seekers regarding RDTs in comparison to BFM testing.MethodsA situational analysis was, therefore, conducted in Kondoa District, Dodoma Region, Tanzania. A multi-methodological approach was adopted including (i) a health facility inventory and screening of logbooks from May 2013 to April 2014 with 77,126 patient entries from 33 health facilities; (ii) a survey of 40 HCPs offering malaria services; and iii) a survey of 309 randomly selected household members from the facilities’ catchment area. Surveys took place in April and May 2014.ResultsHealth facility records revealed that out of 77,126 patient entries, 22% (n = 17,235) obtained a malaria diagnosis. Of those, 45% were made with BFM, 33% with RDT and 22% with clinical diagnosis. A higher rate of positive diagnoses was observed with BFM compared with RDT (71% vs 14%). In the HCP survey, 48% preferred using BFM for malaria testing, while 52% preferred RDT. Faced with a negative RDT result for a patient presenting with symptoms typical for malaria, 25% of HCPs stated they would confirm the result with a microscopy test, 70% would advise or perform a clinical diagnosis and 18% would prescribe anti-malarials. Interviews with household members revealed a preference for microscopy testing (58%) over RDT (23%), if presented with malaria symptoms. For participants familiar with both tests, a second opinion was desired in 45% after a negative microscopy result and in 90% after an RDT.ConclusionsNon-adherence to negative diagnostics by HCPs and patients continues to be a concern. Frequent training and supportive supervision for HCPs diagnosing and treating malaria and non-malaria febrile illnesses is essential to offer quality services that can instil confidence in HCPs and patients alike. The introduction of new diagnostic devices should be paired with context-specific behaviour change interventions targeting healthcare-seekers and healthcare providers.

ICT as a Re-Engineering Strategy on Claim Settlement in Some Selected Insurance Companies In Nigeria: The Pandemic Experience

Purpose: This study addresses the effect of ICT on the relationship between re-engineering and the performance of some selected insurance companies in Nigeria. It emphasizes the need to ensure that insurance companies achieve substantial improvement in performance via viable IT infrastructure to modernize all business processes. Design/Methodology/Approach: The study adopted a survey design, utilizing a sample of 350 respondents from two selected insurance companies in the southwest geopolitical zone of Nigeria. A questionnaire was used for the collection of data. The data analysis was conducted using the percentage formula and SPSS version 20. Findings: The research revealed that there is a significant relationship between ICT and operational performance of the insurance companies, the increase in the use of many ICT tools has proven to be caused by lockdown, which implies insurance companies should endeavor to provide updated ICT facilities to enable good quality service delivery and profitability. Technological innovations through ICT enabled the insurance industry to set up efficient delivery channels, which has capacitated the sector to solve the problems that are posed by the new change. ICT tools aided supervisors, employees, and managers in decision-making. Operational resilience became the proactive measure made by the insurance sector to ensure responsive, adaptable, and scalable services for the insured and stakeholders. Research limitation/Implication: This study exhibits practical implications for the financial service provider, as the manager and the insurer (Insurance companies) can be encouraged to find the best approach to redesign strategies and adopt basic IT facilities to automate business activities for optimal productivity and profitability. Coronavirus epidemic has created the need to emphasize the importance of making provision for a viable digital infrastructure, which ensures business continuity and customer retention, and there should be a collaboration between the financial service providers and implementing alternative delivery channels to achieve a thorough transformation that will strengthen the insurance sectors. Originality/value: This study furthers strengthens and validates the use of technology and the relevance of re-engineering in operational re-enforcement for increased efficiency and effectiveness of insurance services. The improvement in business process re-engineering is driven by ICT, and as a re-engineering enabler, enhances performance that could lead to competitive advantage and a great priority for insurance companies to gain more control over the final market and good customer relationship, by offering quality services, superior value to the services, affordable price, unique customization and consultation.

Creating Public Value Through Reputation Management

The central idea of this research is to find out how reputation management creates public value. The value system of an institution is very much important for its reputation. Reputation is associated with an institution’s ability to assure its employee’s requirements. An institution’s reputation explains its members’ opinion aboutits institution’s proficiency to create values comparative to its opponents. Universities do not give attention to managing their reputation in the long run. Public value can be considered a new thought for public sector organisations to manage their reputation. The public value of universities includes those ethics of an organisation that offer quality services to its students. To remain in the competition, universities have to handle their reputation by fulfilling their students’ demands. Reputation management is much argued in the business sector, and public value is discussed in different public organisations. Few researchers have discussed the relationship between reputation management and public value in the education sector. This study uses proportional random sampling. The sample for this study includes five public universities in Pakistan. To evaluate the collected data Partial Least Squares Structural Equation Modeling was used. The findings of this study confirm that there is a positive relationship between university reputation and public value.

A Pilot Study of Brand Loyalty in Generation Y of Technical and Vocational Education Training Colleges

Objective - In an increasingly changing and dynamic South African higher education landscape, institutions must communicate their brand to stakeholders to perceive the institution as offering quality services,to have a loyal stakeholder. However, thereseemsto be little attention devoted to the influence of brand communication, brand satisfaction and service quality on brand loyalty in higher education, particularly in the Technical and Vocational Education and Training (TVET) sector. Considering this view, and noting that prior research on brand loyalty in the service sector has shown a connection between brand communication, service quality, brand satisfaction and brand loyalty, it is unknown if a similar correlation is found in the South African TVET sector. Therefore, it is necessary to investigate Generation Y students' views of brand communication, brand satisfaction and service quality in the TVET sector throughout the Gauteng Province of South Africa.As a result, this paper summarises the findings of a pilot study to establish the validity and reliability of a questionnaire used to examine Generation Y students' perceptions of brand communication, brand satisfaction and service quality related to brand loyalty in Gauteng TVET colleges. Methodology/Technique - The variables for the paper were derived from previously established questionnaires. A section of the questionnaire asked students about their views of a TVET's brand communication. Additionally, there were questions concerning the quality of service, brand selection and brand loyalty. Finally, all scale items were modified to be more contextually relevant.The questionnaire used a six-point Likert scale, with 1 indicating strong disagreement and 6 indicating strong agreement. The questionnaire was piloted with a convenience sample of 50 students not included in the primary study's sampling frame. Finding - The overall number of respondents (46) was insufficient to undertake extensive statistical testing. As a result, only frequency and correlation coefficients were computed. Correlation analysis revealed a substantial association between brand loyalty and the variables that influence it. All had a strong association between brand loyalty and brand communication, service quality and brand loyalty and satisfaction. Additionally, there were substantial correlationsbetween service quality and brand satisfaction and between service quality and brand communication. Correlation coefficients between constructs ranged from 0.294 to 0.781. This demonstrates that these constructs do not correspond to the same concept. As a result, all construct items were kept for use in the main study. Novelty - The results from the pilot study provides preliminary support for the hypothesised relationship between brand loyalty and its predictors. Marketers and service organisations need to recognise that the future patronage of a service organisation depends on loyalty. Type of Paper - Empirical Keywords: Brand Communication; Service Quality; Brand Satisfaction; Brand Loyalty; Technical and Vocational Training JEL Classification: M31, I23, I29