Organizational Service Quality Research Articles

Digital Adoption by an Organization Supporting Informal Caregivers During COVID-19 Pandemic Showing Impact on Service Use, Organizational Performance, and Carers' Well-Being: Retrospective Population-Based Database Study With Embedded User Survey.

The COVID-19 pandemic has catalyzed a move from face-to-face to digital delivery of services by hospitals and primary care. However, little is known about the impact of digital transformation on organizations supporting unpaid caregivers. Since the start of the COVID-19 pandemic, the value of care provided by such informal caregivers is estimated to be £111 billion (US$ 152.7 billion) in England. This study aims to analyze service uptake patterns (including digital service options) over the pandemic period in an English caregivers' support organization covering a population of 0.98 million; measure changes in organizational performance, service efficiency, and quality; and identify the views of caregivers on service provision and future digital delivery. This was a retrospective analysis of the use of digital versus nondigital support services (January 2019 to June 2021) by caregivers in city and rural geographic areas. We compared organizational performance and service quality indicators for 2 financial years (2019-2020 and 2020-2021). A survey was conducted to identify barriers and facilitators to digital service uptake, the computer proficiency of caregivers (the Computer Proficiency Questionnaire, 12-item version), and preferences for future digital service provision. Quantitative data were analyzed using Stata 13 (StataCorp LLC). Thematic analysis was used for open-text survey responses. The number of caregivers registered with the organization rose from 14,817 in 2019 to 20,237 in 2021. Monthly contacts rose from 1929 to 6741, with remote contacts increasing from 48.89% (943/1929) to 86.68% (5843/6741); distinctive patterns were observed for city versus rural caregivers. There was an increase in one-to-one contacts (88.8%) and caregiver assessments (20.9%), with no expansion in staffing. Service quality indicators showed an improvement in 5 of 8 variables (all P<.05). The 152 carers completing the survey had similar demographics to all registered caregivers. The Computer Proficiency Questionnaire, 12-item version, mean score of 25.61 (SD 4.40) indicated relatively high computer proficiency. The analysis of open-text responses identified a preference for the organization to continue to offer face-to-face services as well as web-based options. The digital services that were the most highly rated were carers' well-being assessments, support needs checks, and peer support groups. Our findings show that staff in the caregiver support organization were agile in adapting their services to digital delivery while dealing with increased numbers of registered clients and higher monthly contacts, all without obvious detriment to service quality. Caregivers indicated a preference for blended services, even while recording high computer proficiency. Considering the economic importance of unpaid caregivers, more attention should be given to organizations funded to provide support for them and to the potential for technology to enhance caregivers' access to, and engagement with, such services.

Antecedent Organizational Citizenship Behavior and Service Quality for Private Higher Education Administrative Personnel in Indonesia

Antecedent Organizational Citizenship Behavior and Service Quality for Private Higher Education Administrative Personnel in Indonesia

A Case Study of Indonesian Amateur Boxing Athletes: Is There an Influence of Organizational Culture and Quality of Service on Performance through Achievement Motivation as a Mediator?

This study aims to analyze the relationship of organizational culture and service quality to the performance of amateur boxing athletes in Indonesia through achievement motivation as a mediator variable. This correlational quantitative approach used Structural Equation Modeling (SEM) with the help of Smart-PLS. The sample was 100 amateur boxers aged 22.5±2.0 years with 6.1±0.8 years of training experience. The validity test of the Fornell-Lacker Criterion result shows a construct value greater than other constructs (&gt;0.7). Meanwhile, the reliability test of all items in the variable showed the results of composite reliability (&gt;0.7) and Cronbach Alpha (&gt;0.7). The R square value on the performance of amateur boxing athletes is 0.764 or 76.4%, while the R square on achievement motivation is 0.570 or 57%. The SRMR value or Standardized Root Mean Square 0.077 &lt; 0.10 or 0.077 &lt; 0.08, then the model fits with the data. Then the hypothesis results, organizational culture on performance P-Values 0.000, service quality on the performance of P-Values 0.006, organizational culture on performance through achievement motivation of P-Values 0.003, service quality on performance through achievement motivation of P-Values 0.023, meaning that the four hypotheses are acceptable. The combination of organizational culture and service quality must be united, especially in achievement sports because the study of achievement sports is always associated with the ability of athletes, psychology or the ability of coaches without reporting the influence of other variables. Future research studies need to use mixed methods, considering that organizational culture and service quality variables have broad aspects, and of course, the organizational culture of each country is different Keywords: Organizational Culture, Service Quality, Achievement Motivation, Boxing Performance.

How does Organizational Citizenship Behavior Influence The Service Quality of Bank Employees During The COVID-19 Pandemic? Evidence From in Bekasi, Indonesia

This quantitative study investigates the relationship between organizational citizenship behavior (OCB) and service quality among 168 employees working in Bank Perkreditan Rakyat (BPR) establishments in East Bekasi, Indonesia. The research employs linear regression analysis to examine the extent to which OCB influences service quality within the context of BPRs. The sample was drawn from various BPRs in East Bekasi, utilizing structured surveys to collect data on employees' OCB and perceived service quality. The findings reveal a significant and positive relationship between organizational citizenship behavior and service quality. Specifically, employees who exhibit higher levels of OCB tend to contribute positively to the quality of services provided by BPRs. These results underscore the importance of fostering a culture of OCB within BPRs to enhance service quality and meet customer expectations effectively. The implications of this study extend to BPR managers and policymakers, highlighting the importance of promoting and incentivizing OCB among employees as a strategy for improving service quality and maintaining competitiveness in the financial services sector. Further research is recommended to explore additional factors that may influence the relationship between OCB and service quality and to validate the findings in different organizational contexts and geographical locations.

Service Quality-Based Public Trust at City Resort Police in Indonesia

Public trust based on service quality in organizations assumes that high public trust influences people to follow government policies, respect the law, and strengthen democracy and social stability. Conversely, low public trust can influence people to reject government policies, doubt the integrity of government institutions, and weaken democracy and social stability. The results of this research article explain public trust based on the quality of service in the police institution. Data, information, and knowledge regarding the locus of the Makassar City Resort Police (Polrestabes) were obtained through observation, interviews, and focus group discussions. The data were analyzed descriptively-qualitatively. The results of the study found that the quality of digital-based public services implemented in the institutions studied was able to change the image of the people served. A positive image of the community is built from the provision of physical evidence (tangibles) that meets expectations, empathy that underlies the desire to serve (responsiveness), and attention and ethics of moral behavior (assurance) in providing services to build trust (reliability) and positive appreciation as a form of external responsibility (accountability) from institutions to service recipients. The dimensions of the quality of public services are actualized in several main aspects as the basis of public trust in the Indonesian City Police Resort (Kapolrestabes) with high levels of achievement, namely in the dimensions of responsiveness, professionalism, transparency, community involvement, as well as security and justice. The performance of these institutions has an impact on increasing public trust in the Indonesian National Police (Polri), both individually and institutionally.&#x0D; Keywords: public trust, service quality, digitalization, institutional, individual

Analysis of the Influence of Organizational Appearance, Corporate Culture, and Service Quality on Employee Performance Mediated by Enviromental Performance of Retail Employees in Batam City

This study aims to examine the effect of organizational appearance, corporate culture, and service quality on employee performance in Indomaret retail employees. This research uses descriptive quantitative research methods includes 103 respondents with Indomaret retail employees as the population . This research uses the application software Statistical Product and Service Solutions (SPSS) and Partial Least Square (PLS). From this research shows that the relationship and influence between variables that are significant and some are not significant so that not all hypotheses can be accepted. This main hypothesis in this research is Employee Performance on Corporate Culture.

Improving Quality and Operational Performance of Service Organizations: An Empirical Analysis Using Repeated Cross-Sectional Data of U.S. Firms

Research in quality management has provided new insights and directions on how to incorporate quality principles into organizational, operational, and policy decisions. However, most research into quality management has focused on manufacturing firms, which differ from service organizations in their structural and organizational characteristics, thus limiting the value of the findings for service organizations and highlighting the need for further research to assess quality practices in service organizations. In addition, whether quality management practices can provide sustainable quality results for service organizations is overlooked in the literature, primarily due to the lack of availability of reliable and valid data. This had led to inconsistent research findings, which limits theory development and managerial relevance of quality management for service organizations. Building upon the contingency theory of quality management, we examine the determinants of quality results in service organizations and determine the magnitude of the impacts of quality excellence programs on customer satisfaction and operational results in service organizations on a more detailed level. We use repeated cross-sectional data of 16 years from the Baldrige Quality Award program. The results show that information, analysis, and knowledge management is a significant predictor of quality and operational results, and management of process quality and human resource (HR) management significantly influence customer focus and satisfaction, controlling for the firms’ year. We also find that HR management has the strongest impact on customer focus and satisfaction in service organizations, followed by the management of process quality. In addition, the quality and operational improvements resulting from quality management implementation diminish over time in service enterprises. This article provides insights for service organizations and policymakers to enhance service quality and operational performance in service organizations.

Human Resource Management Challenges In The Tourism Industry In Iraq

As Iraq aims to develop its tourism industry to support economic growth following the conflict, a key question arises regarding the workforce needed to enable sustainable sector expansion. This paper explores the unique human resource management (HRM) challenges tourism companies face in this fledgling context through a qualitative study. Semi-structured interviews with eight HR executives from major hospitality firms revealed four major problem themes: recruiting skilled talent, excessive turnover, safety and well-being risks, and inadequate training infrastructure. The findings align with strategic HRM theory in that shortfalls in acquiring, motivating, protecting, and developing human capital obstruct the achievement of organizational growth, productivity, service quality, and continuity goals. Practical implications point to increasing public and private investments in formal tourism education, safety standards, and company-level development programs as priority actions to remedy crippling HRM constraints for the emerging Iraqi tourism sector. The paper spotlights an underexplored yet critically important HRM context, providing empirical insights to inform policies and practices that can unlock the sector's potential.

THE MEDIATING ROLE OF TRANSFORMATIONAL LEADERSHIP IN THE RELATIONSHIP BETWEEN DIGITAL TRANSFORMATION AND EMPLOYEE ENGAGEMENT FROM THE POINT OF VIEW OF PUBLIC SECTOR EMPLOYEES IN PALESTINE

Adopting modern technology has become an important factor in developing the performance and service quality of organizations. So, we must realize that focusing on technology alone is inadequate step. This also requires a change in the administration forums and leadership styles. So, this study aims to recognize the intermediation role in the transformational leadership in the relation of digital transformation and the employee’s engagement in Palestine. The study included all the workers in digital transformation and all participants in digital transformation projects in the Palestinian ministries that have an effective role in offering the governmental services . The study included 56 male and female employees who were chosen by targeted sample way to check the study hypothesis by depending on the modulation of formative equation (SEM) by using (Smart PLS) program. The study has revealed a positive and important effect of digital transformation on the employee’s engagement and transformational leadership. According to the results, we have had some recommendations to enhance the role of the transformational leadership and merging all employees in business levels due to the digital transformation.

요양보호사의 조직몰입이 서비스 질에 미치는 영향에 대한 인간중심돌봄의 조절효과

The purpose of this study was to determine moderating effect of person-centered care on relationship between organizational commitment and LTC service quality among caregivers working in long-term care facilities. This study also aimed to determine which aspects of person-centered care having a more moderating effect. Person-centered care has recently received much attention in the care field. It is a perception and practice that emphasizes the independence and autonomy of service recipients. A survey was conducted among caregivers working in facilities in Incheon area. A total of 190 returned questionnaires were analyzed in this study. Results showed that the moderating effect of person-centered care was statistically significant in the relationship between organizational commitment and service quality of long-term care. When person-centered care was analyzed by dividing it into sub-factors, individualization and autonomy, autonomy, but not individualization, was statistically significant. Based on these findings, recommendations on some service policies and practices including ways of care worker education and on-the-job training programs in a nursing home were made for improving the quality of caregivers' services and for further research.

ANALISIS URGENSI PELATIHAN DALAM PENGEMBANGAN KOMPETENSI APARATUR SIPIL NEGARA (ASN) DI PENGADILAN NEGERI GUNUNGSITOLI

&#x0D; &#x0D; &#x0D; &#x0D; Abstract. This research investigates the imperative need for training in enhancing the competencies of Civil Servants (ASN) within the Gunungsitoli District Court. Competency development among ASN is a critical aspect of ensuring effective and efficient public service delivery. Through a comprehensive analysis, this study assesses the current competencies of ASN, identifies skill gaps, and evaluates the role of training programs in addressing these gaps. The research also explores the impact of competency development on organizational performance and service quality. Findings from this study are expected to inform policy recommendations for optimizing training initiatives and enhancing the overall capacity of ASN at the Gunungsitoli District Court.&#x0D; &#x0D; &#x0D; &#x0D; &#x0D; &#x0D;

How Nurses' Person-Organization Fit Influences Organizational Loyalty.

High turnover rates among nurses are a global concern due to the shortage of skilled professionals and increasing demand for high-quality healthcare. This study aims to enhance understanding of organizational fit by examining the impact of Person-organization fit (P-O fit) on organizational loyalty through the mediating role of organizational support and service quality, and the moderating impact of role ambiguity. Using a convenience sampling technique, we employed a survey methodology by developing a questionnaire. Data were collected from a sample of 614 nurses in five different healthcare sectors in China. Employing SmartPLS 3.3, we conducted a Structural Equation Modeling (SEM) analysis to examine the relationships among the specified variables. The findings of the structural analysis suggest that the P-O fit influences organizational loyalty in the healthcare sector. Organizational support and service quality were identified as partial mediators of the P-O fit-organizational loyalty link. Additionally, the role of ambiguity represented a negative moderating impact between service quality and organizational loyalty. Overall, the study's findings extend the understanding of person-organization fit, organizational support, service quality, role ambiguity, and organizational loyalty in the context of healthcare sectors and offer implications for medical authorities. Discussions, limitations, practical implications, and suggestions for further research are also provided.

The impact of entrepreneurship, learning organization, organizational flexibility, and customer orientation on service quality: a study among IBII Jakarta lecturers

As higher education institutions strive to deliver excellence, it is imperative to identify the key factors that can drive improvements in service quality and empower institutions to meet the evolving needs of students and stakeholders. The objective of this research is to obtain information concerning the effect of entrepreneurship, organizational flexibility, learning organization and customer orientation on the service quality of higher education. This study was conducted in The Indonesian Institute of Business and Informatics (IBII) by using survey method with path analysis applied in testing hypothesis. The number of 60 founded lectures as a sample is selected by simple random sampling. The research findings are as follows: entrepreneurship has a direct impact on organizational learning, customer orientation, and the quality of higher education services. Organizational flexibility also directly influences these three aspects. However, there is no direct impact of organizational learning on customer orientation. Customer orientation has a direct impact on the quality of higher education services. The result of this research could imply that in developing and empowering the service quality of higher education, entrepreneurship, organizational flexibility, learning organization and customer orientation should be taken into account.

Analysis of the Effect of Recruitment, Management Efforts, Selection Criteria and Service Quality on Organizational Productivity with Employee Improvement as a Moderation Variable

Organizational productivity is certainly inseparable from the influence of employee recruitment, how management efforts include various policies and practices implemented by managers in an effort to improve employee performance and productivity, selection criteria refer to attributes or characteristics used to select new employees in the recruitment process, then the quality of service with the support of employee improvement. The purpose of this study is to prove the influence of recruitment, management efforts, selection criteria and also the quality of servants on organizational productivity. The second objective is to determine the effect of employee improvement on organizational productivity. This research design uses a quantitative research approach with primary data sources. The population of this study was teachers and employees of SMP – SMA Yayasan Mutiara Ilmu Kisaran as many as 60 respondents. This research analysis technique uses path analysis with the help of SmartPLS software Decision making in this study uses a P-Value value with a significance value of 0.05 with assumptions if the P-Value &lt; 0.05 is declared to have a significant effect on each research variable with a P-Value value of 0.5198558. The results of this study prove that the effect of recruitment has a positive and significant effect on organizational productivity, and does not have a positive and significant effect on employee improvement. Management's efforts have no effect on organizational productivity and on the contrary have a positive effect on employee improvement.&#x0D; Selection criteria have a positive and significant effect on organizational productivity and selection criteria do not affect employee improvement. Service quality has a positive and significant effect on organizational productivity and service quality also has a positive and significant effect on employee improvement.

The Effect of Organizational Performance, Service Quality and Patient Trust On Patient Loyalty Through Patient Satisfaction as Intervening Variables (Study at RSUD dr. H. Koesnadi Bondowoso)

The problem in this research is the fluctuating number of outpatients from 2018 to 2022 at RSUD dr. H. Koesnadi Bondowoso. In addition, there are still research gaps related to service variables on satisfaction and loyalty. The purpose of this study was to determine the effect of organizational performance, service quality and patient trust on loyalty through patient satisfaction at RSUD dr. H. Koesnadi Bondowoso. The research method used in this research was Explanatory Research with a total sample of 400 respondents with a purposive sampling technique. Data analysis technique using path analysis (path analysis) processed with SPSS v 24.0. The results showed that organizational performance, service quality and patient trust had a positive and significant effect on patient satisfaction at RSUD dr. H. Koesnadi Bondowoso. Furthermore, organizational performance, service quality, patient trust and satisfaction have a positive and significant effect on patient loyalty at RSUD dr. H. Koesnadi Bondowoso. Lastly, organizational performance, service quality and patient trust have a positive and significant effect on patient loyalty at RSUD dr. H. Koesnadi Bondowoso through satisfaction as an intervening variable.

The impact of organizational resilience on the quality of public services: Application of structural equation modeling

Research background: During the COVID-19 pandemic, public sector entities encountered extraordinary difficulties in maintaining the delivery of public services. They were ill-equipped to operate in the unpredictable circumstances of the pandemic, causing a significant impact on the accessibility and quality of public services. This scenario also highlighted the importance of the resilience of the public sector, which entails an organization's capacity to function in a crisis setting and uncover opportunities that might not have been evident during normal circumstances. Purpose of the article: This study aims to assess development trends within public sector resilience and their impact on the quality of public services. As resilience is realized through a three-phase prism - i.e., Planning, Adaptation, and Enhanced Learning - we hypothesize that Adaptation is endogenously interrelated with Planning and positively affects Enhanced Learning, which in turn positively impacts Service Quality. Methods: Two successive surveys were carried out to examine the links between organizational resilience and Service Quality in the public sector. The first involved interviewing 401 senior managers of the organizations that provide public services in Lithuania to assess their level of organizational resilience. The second survey involved questioning individuals aged 18 and above who had used the services of the previously surveyed organizations. In total, 3,609 public service users were interviewed to gather data on Service Quality. Structural equation modeling was performed to analyze the data collected. Findings &amp; value added: The results of structural equation modeling revealed that Enhanced Learning positively and significantly affects Service Quality. The findings of this study suggest that the bounce-back stage of organizational resilience, i.e., Adaptation, indirectly affects Service Quality through the bounce-forward stage, i.e., Enhanced Learning. Thus, Enhanced Learning acts both as an accelerator of Service Quality and as a moderator of the effect that other stages of organizational resilience have on Service Quality. The primary contribution of this article is its discovery that Service Quality develops from Enhanced Learning, implying that the optimal approach to service provision is based on both newly acquired knowledge and experience gained during challenging times. This enables organizations to transform their service delivery in response to the realities of changing circumstances, thereby creating opportunities to prepare for future challenges from the standpoint of a new equilibrium.

Factors affecting state railway of Thailand (SRT) passenger train service use decision: A structural equation model

The State Railway of Thailand's (SRT) rail passenger ridership has dropped from a peak of 88 million rides in 1994 to less than 23 million in 2022, with the reasons for this collapse being numerous. Therefore, the authors set out to examine how organizational image (OI), service quality (SQ), service motivation (SM), and service satisfaction (SS) affect SRT use decision (SUD) making. From August–October 2022, multiple-stage random sampling was used to select a sample of 1,250 SRT passengers from five regional rail lines and their associated 25 stations. A confirmatory factor analysis goodness-of-fit was used to confirm the model's fit. A structural equation model (SEM) using LISREL 9.10 was then used to analyze the ten hypothesized relationships. The quantitative research used a 5-level questionnaire to measure the study's five constructs and 22 observed variables. The reliability of the items ranged from 0.86 to 0.93. The data analysis included calculating various statistical measures. Results showed that the model's causal variables positively affected passenger SRT use decision, with an R2 of 71%. When ranked by total effect (TE) values, service quality (SQ = 0.89) was viewed by the surveyed passengers as most important, followed by service satisfaction (SS = 0.67), organizational image (OI = 0.63), and service motivation (SM = 0.53). Additionally, all ten hypotheses were supported, with service satisfaction judged the most essential to SRT Use Decisions. The study's novelty is the ever-growing requirement for the SRT to serve as a regional hub in a more extensive East Asian rail and infrastructure strategy. The paper contributes significantly to the academic literature on factors affecting rail transportation use intent.

Management of Service Quality With Involvement of Technological Developments in Organizations

Service companies should generate and deliver superior services and manage service quality. The objective of the study is to analyze the various aspects of management of service quality. The methodology adopted is a conceptual analysis of managing service quality in organizations. Companies should manage customer expectations and product-service bundles. They should appreciate and involve technological developments and information technology in management of service quality. They should implement self-service technologies and chatbots to improve service quality. Academicians may analyze the various aspects of management of service quality and suggest effective models. Practicing managers should manage customer expectations and product-service bundles, appreciate the involvement of technological developments, and implement latest technological developments like self-service technologies and chatbots for managing service quality effectively. All these initiatives will help companies to manage service quality, deliver superior services, and to achieve growth and business excellence.

IMPLEMENTASI KOMUNIKASI ORGANISASI IGTK-DEPOK DALAM UPAYA MENINGKATKAN KUALITAS PELAYANAN DAN KOMPETENSI ADMINISTRASI, GURU DAN KEPALA SEKOLAH

The collaboration of professional organizations is now important in assisting the development of school organizations including the staff and school leaders so that the organization grows and is empowered. Currently, organizational change is becoming dynamic, requiring members and organizational leaders to be more creative and innovative so that the organization grows into a learning organization. Kindergarten education is one form of early childhood education (PAUD) which has an important role in developing a child's personality and as a foundation in entering the next level of education. In an effort to improve the quality of Kindergarten educational organizations, one part of the Pentahelix concept, namely the involvement of associations, plays an important role. The problems in this study are: (a) what is the role of the Depok-West Java Kindergarten Teacher Association (IGTK) in improving the competence of administrative staff, teachers and principals as a form of implementing the pentahelix concept?, (b) How is organizational communication from IGTK Depok in improving the quality of administrative services for administrative staff, teachers and school principals to students, parents and the community. This research is a follow-up to community service activities that have been carried out for teachers and kindergarten principals in Sawangan sub-district, Depok who are members of IGTK-Depok. The analytical method used in this community service training activity is descriptive qualitative. Data collection techniques were carried out through observation, interviews with school principals, head of IGTK Depok, and questionnaires distributed via google form to 23 people (teachers and kindergarten principals). The results of the training show that the role and function of IGTK is important. Answered strongly agree (73%) and IGTK has played a role in increasing the competence of administrative staff, teachers and principals answered strongly agree (67%), IGTK has had an impact on improving the service quality of kindergarten school organizations in students, parents and the community have answered strongly agree (70%), administrative staff, teachers and school principals are able to handle complaints from students/parents/community answered agree (73%). The Pentahelix concept also has an impact on the collaboration that is built not only between administrative staff, teachers and school principals but also with the government, the community (parents of students), and the media. with formal language followed by maintained voice intonation answered agree (60%), administrative staff, teachers and principals are friendly and polite in providing services to parents/community students answered agree (60%), administrative staff, teachers and principals providing solutions to students/parents regarding problems in the learning process answered strongly agree (53%), the services provided by administrative staff, teachers and principals have a positive impact on the school/organization (strongly agree (67%).&#x0D;

Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

This study aims to analyse the total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.