Perceptions Of Services Research Articles

Influence of the Quality of Pharmacy Services and Non-Pharmacy on the Decision to Redeem the Prescription and Its Impact on Retreatment of General Outpatient at Pasar Minggu Hospital

The study examines the influence of pharmaceutical and non-pharmaceutical service quality on prescription redemption decisions and subsequent re-treatment decisions among general outpatients at Pasar Minggu Regional Hospital. The hospital has faced challenges, including a decline in outpatient visits and filled prescriptions, affecting its revenue during the 2022-2023 period. Patient perceptions of the pharmacy services significantly impact their decision to return for further medical care. The research aims to assess both direct and indirect effects of service quality on prescription redemption and re-treatment decisions. The study employs a verification approach with a cross-sectional design, using accidental sampling to survey 342 general outpatients between October 2023 and February 2024. Data were analyzed descriptively and inferentially using SEM PLS 3.0, encompassing both outer and inner model analyses through PLS Algorithm, Bootstrapping, and Blindfolding techniques. The findings reveal that the quality of pharmaceutical and non-pharmaceutical services significantly influences the decision to redeem a prescription (P = 0.000). Moreover, non-pharmaceutical service quality and the decision to redeem a prescription significantly affect the decision to re-medicate (P = 0.002 and 0.000, respectively). However, pharmaceutical service quality alone does not positively impact repeat treatment (P = 0.041). Both service variables have a significant indirect effect on re-treatment decisions through the mediating role of prescription redemption (P = 0.000).

How Does the Comprehensive Social Public Participation Affect Perceptions of Social Justice?

This study reveals the complex effects of the government service perception and different types of the comprehensive social public participation on the comprehensive perception of social justice and its sub-dimensions through OLS regression. Specifically, we find that the government service perception exhibits extremely significant and robust positive effects in all models. At the same time, the impact of different types of the comprehensive social public participation on perceptions of social equity shows significant variability. Rights advocacy participation demonstrates a negative effect in the model of the sense of legal and opportunity equality. This finding that suggests we need to further examine and optimize the advocacy mechanisms. The negative role of communication engagement in all sub-dimension models reveals the inadequacy of information transfer and communication mechanisms in building social trust. In contrast, the positive effect of community participation in the model of the sense of legal and opportunity equality highlights the positive role of communities in promoting social fairness, while the overall positive effect of electoral participation, although weakly significant in some sub-dimensions, suggests the potential value of the electoral system in enhancing the sense of social fairness.

Exploring learners' perceptions of psychosocial support services in educational institutions: A qualitative Study

The significance of psychosocial support in educational institutions has garnered attention for its impact on learners' academic success and well-being. This study explores learners' perceptions of psychosocial support services in educational settings and their influence on academic performance and mental health. Utilising a qualitative research design, this study engaged participants through semi-structured interviews and focus groups to gather in-depth insights. A purposive sampling method was used to select eight learners (M =3; F =5; Mean age 18 SD = 2.05) from various educational institutions who had accessed psychosocial support services. Thematic analysis was employed to analyse the data, identifying key themes related to the perceptions and effectiveness of the support received. The findings reveal positive perceptions of psychosocial support services among learners, highlighting the importance of personalised support that considers individual needs. Participants noted improved academic performance, self-efficacy, and overall mental health. However, the study also identified areas for improvement, including increased accessibility and awareness of available services. The study underscores the vital role of psychosocial support services in enhancing learners' academic and emotional well-being. Educational institutions should aim to increase the accessibility and visibility of such services, ensuring they meet the diverse needs of students. Future research should focus on quantitatively examining the direct impact of psychosocial support on academic outcomes to validate these findings further.

Korean Immigrant Parents Are Validated in Their Perceptions of Deficits in Library Resources Supporting Korean Immigrants in Three Southeastern Suburban Counties

A Review of: Kim, Y., Kim, H. C. L., & Kim, J. (2023). Korean immigrants’ perceptions of library services and library multicultural programs for Asian communities before and during COVID-19. Frontiers in Education, 8, Article 1081143. https://doi.org/10.3389/feduc.2023.1081143 Objective – To explore Korean immigrant parents’ use and perceptions of public libraries and to analyze the resources and programs offered by public libraries that specifically support multiculturalism and the needs of immigrants. Design – Descriptive case study using a questionnaire for parents and additional analysis of library resources and programs. Setting – Three public library systems within three counties in a metropolitan area of a southeastern U.S. state. Subjects – 141 Korean immigrant parents, as well as library resources and 318 programs offered across the three public library systems. Methods – Respondents were recruited among parents of children enrolled in nonprofit summer camps at three local Korean American churches. The questionnaire included two open-ended questions and six closed questions and was completed prior to the COVID-19 pandemic. It was analyzed with quantitative methods including Chi-square test and correlation and Spearman’s rank order correlation. SPSS was used to conduct an inferential analysis of the responses. The analyzed library resources and programs were divided into two different time periods; phase 1 or the “before COVID-19” phase consisted of data collection from January to April 2018, and phase 2 or the “during COVID-19” phase consisted of data collection from January to April 2021. The number of books and digital media in Korean, as well as the number of multicultural programs offered, were counted, and qualitative methods were used to classify the programs into categories for analysis. Main Results – Key results of the questionnaire include that 79% of the respondents resided in one of the three counties within the public library systems being analyzed, and 79% spent time at the library at least once per year. Reasons for visiting the library included children’s books (97%), study spaces (18%), books for parents’ needs (12%), and library programs (8%). Most respondents (82%) did not think or did not know if libraries offered programs for immigrants. Of parents who were aware of programs for immigrants, only 7% (n=1) were aware of being able to borrow books in Korean, and 53% (n=8) were aware of programs such as ESL classes. Correlation analysis showed that the more time a respondent spent at a library, the more they believed that the libraries offered programs for immigrants. Some respondents (43%, n=61) provided reasons for library dissatisfaction, which included language barriers (38%), lack of Korean resources (38%), lack of cultural events (25%), lack of knowledge about how to use the library (10%), and staff unkindness (7%). Respondents who listed future needs (23%, n=33) asked for academic support programs for their children (33%) and more services for adults (61%), including ESL classes (30%), cultural events (12%), adult classes (9%), and books in Korean (6%). The analysis of library resources across library systems A, B, and C respectively showed 371 (0.27% of total collection), 636 (0.27%), and 1 (0.04%) books in Korean, and 16, 89, and 0 electronic resources in Korean, with less than 4% of the total resources in Korean being published since 2009. The analysis of multicultural programs at library systems B and C was divided into analysis of programs for children and adults and included the number and frequency of programs within multiple categories. Multicultural programs were more likely to be offered to adults than to children, and the total adult multicultural programs increased during COVID-19 compared to before COVID-19. However, the percentage of specifically Asian American programming decreased during COVID-19 in System B (from 6.3% to zero) and increased in System C (from zero to 3%). Conclusion – Amongst the respondents, libraries were especially valued for access to books for their children. The respondents' perceptions of the lack of availability of multicultural programming, as well as resources specifically for the Korean community, was reflected in the analysis of programs offered, which showed that there were few programs offered specifically in support or celebration of Asian or Asian American communities. The analysis of books and electronic resources documents a lack of Korean-language resources, especially recently published resources. The number of resources at the libraries does not adequately reflect the percentage of Korean Americans in the larger community.

Assessing variation in the perception of urban ecosystem services at the sub-city level

ABSTRACT Assessing residents’ perceptions of urban ecosystem services (UESs) is crucial for incorporating it into environmental management. However, evaluations seldom consider variations in perceptions at sub-city scale. Our study demonstrates how UES perceptions varies at sub-city level through a case study in Beijing, China. We interviewed 550 residents of Beijing’s oldest and newest urban zones to obtain their perceptions of 10 UES types. We analysed participants’ responses using importance-performance analysis, optimal scale regression, and textual analysis. Results showed that residents confirmed the value of UES in both zones. However, differences existed in their perceptions of several UESs, reflecting different environmental problems between two zones. Additionally, education, gender, and age significantly affected residents’ perceptions. Residents in both zones prioritised greenery-expanding activities for improving UES performance. Based on these findings, we recommend that variances in UES perception be considered when managing urban ecosystems to improve its supply and contribute to human well-being.

Public perceptions of dietetics services in Australia and New Zealand.

The aim of this study was to examine expectations, perceptions and attitudes about dietetics services among the Australian and New Zealand public, to provide insights for building a future dietetics workforce that will meet consumer needs. A cross-sectional, anonymous, online survey was employed to gain perspectives of a representative sample of Australian and New Zealand adults. Questions were purposely designed to collect views regarding sources of dietary information, expectations of dietetics service providers and factors influencing choice of dietetics service provider. Data were analysed descriptively and using Pearson's chi-square test to assess relationships between categorical variables. Free-text responses were analysed using content analysis. Of 2601 respondents, approximately one third (32%) had seen a dietitian. Doctors were the most trusted sources of dietary information (87%), particularly with participants over 60 years (χ(1) = 44.168, V = 0.130, p < 0.001). Cost was the most frequently reported factor influencing choice of dietetics services (56%), with 88% of respondents interested in accessing a dietitian, preferably in-person (64%), if they could do so for no cost. Participants anticipated that dietitians would offer services like meal plans (59%) and nutritional analysis (48%) as well as weight and other body measurements (56%). Some expectations such as blood tests (54%) were outside the usual scope of dietetic practice. The results of this study have implications for practising dietitians, dietetics educators, and funders of dietetics services. Cost as a barrier suggests that advocacy to government for funding type, duration and number of visits to dietitians is still required.

Perception of Mangrove Social–Ecological System Governance in Southeastern Cuba

This study examined local communities’ perceptions of mangroves in coastal southeastern Cuba. A variety of methods were employed, including mixed and structured questionnaire surveys, interviews with key informants, and document reviews. Data were gathered from 334 respondents living in communities adjacent to four mangrove social–ecological systems (SESs). The analysis focused on five variables: community use of mangrove resources, ecosystem services, threats to the ecosystem, management activities, and social–ecological relationships. To qualitatively assess the influence of social–ecological relationships and governance, a matrix was created based on anthropogenic activities identified by respondents and their perceptions of ecosystem services. A Spearman’s rank correlation analysis was performed between demographic variables and identified mangrove uses. The Kruskal–Wallis test was used to compare the frequency of mangrove uses and the perception of ecosystem services among the studied areas. The results indicate that, while local people recognise the uses and ecosystem services of mangroves, they do not rely on them for their livelihoods. Perceptions of ecosystem services vary significantly depending on the occupation of the respondents and the locality. They also showed moderate to full awareness of management responsibilities and activities at each site. The most commonly identified threats were climate change, drought, and deforestation. Three types of social–ecological relationships were identified based on the characteristics of the communities, their economic activities, and their impacts on the mangroves: urban–industrial, rural–agricultural, and rural–agricultural/tourism. Based on the results, recommendations are made for ecosystem governance in the southeast of Cuba.

USULAN PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT BERBASIS SERVICE QUALITY DAN KANO MODEL PADA BARBERSHOP HAX

Service quality is the effort to meet customer needs and expectations and evaluate them based on their perceptions, while customer satisfaction arises from comparing perceived performance with expectations for a product or service. This study aims to identify and analyze the service quality of Barbershop HAX using Quality Function Deployment (QFD) and integrating the Service Quality (Servqual) method with the Kano Model. The Servqual method measures the gap between customer expectations and perceptions of service, while the Kano Model categorizes service attributes based on their impact on customer satisfaction. Analysis of 27 service attributes revealed that overall, customer perceptions were lower than their expectations, indicating a gap between customer expectations and the reality of the service provided. The study results in a structured and systematic proposal for improvement based on data processing, utilizing activity network diagrams to plan the sequence and prioritize implementation of each improvement step.

Determinants of maize farmers willingness to pay for private extension services in Ejisu municipality, Ghana

In recent times, private sector involvement in extension services delivery in Ghana has increased. We assessed farmers' willingness to pay (WTP) for private extension services. We used quantitative techniques and selected 385 farmers through multistage sampling technique. Farmers’ had a good perception of private extension services because of its flexibility, availability, value for money, and acceptable rates. Income, secondary occupation, marital status, extension contact, amount of maize sold every season, and land tenure system have an effect on farmers' WTP and the amount to pay. Government policies should continue to encourage and support private sector participation in providing extension services.

Expanding Geographical Access to Cancer Care in Botswana: Current Status and Future Prospects.

The growing cancer burden in Botswana has been linked to aging, lifestyle factors, and high HIV infection prevalence. The government has designated four geographically distributed hospitals as public oncology centers (POCs). A needs assessment was undertaken to ascertain the characteristics of cancer care at these centers. A multisite cross-sectional survey study of cancer care was conducted with oncology staff at Princess Marina Hospital (PMH), Nyangabgwe Referral Hospital (NRH), Sekgoma Memorial Hospital (SMH), and Letsholathebe II Memorial Hospital (LMH) from February to April 2021. At each POC, a focal person (experienced nurse working in oncology) identified relevant oncology staff and confirmed service availability. Only PMH and NRH had a broad array of diagnostic, surgical, and treatment services. In addition, PMH was the only center with a a dedicated inpatient oncology service, a multidisciplinary committee to review patients, and a palliative care team. To support the only national cancer screening program, for cervical cancer, all POCs offered Pap tests. Mammography, available at PMH and NRH, was used solely for diagnosis. Patients from POCs requiring radiation therapy were referred to Gaborone Private Hospital at government expense. For perceived service availability, 51 staff, mainly oncologists, physicians, and nurses, were surveyed (66% based at PMH). Perceptions of services revealed a few concerns, for example, numerous staff considered hysterectomies for cervical cancer available when they were only performed at PMH. Despite Botswana's efforts to increase the proximity of cancer services to patients, there are marked gaps, particularly at the two district-level POCs, SMH and LMH. In the future, SMH and LMH could provide selected services for specific prevalent cancers on-site, as well as follow-up and palliative care.

텍스트마이닝을 활용한 도심 드론 물류 서비스 수용성에 대한 연구: 유튜브 댓글을 활용하여

In modern society, logistics systems need new innovations due to urban traffic congestion and environmental issues. Drones, or unmanned aerial vehicles, are gaining attention for improving urban logistics efficiency. However, drone delivery faces issues such as costs, regulations, and noise. This study analyzes consumer perceptions of drone delivery services using text mining technology. A total of 16,695 comments from 587 YouTube videos containing the keyword ‘drone delivery’ were analyzed through frequency analysis, topic modeling, and sentiment analysis. The results provided insights into consumer opinions, attitudes, concerns, and preferences regarding drone logistics. Major issues identified include potential accidents, noise, and high costs. Proposed solutions include enhancing safety, developing noise reduction technologies, reducing costs, and achieving social consensus. This study offers insights for improving drone delivery services and developing strategies that reflect consumer demands for future implementations.

Persepsi Mahasiswa Terhadap Pelayanan Akademik oleh Tenaga Kependidikan pada Fakultas Ilmu Pendidikan Universitas Negeri Padang

The purpose of this study is to ascertain and evaluate how State University of Padang's Faculty of Education's students feel about academic services. This research employs a quantitative descriptive methodology. There were 1168 students in the study's population, and 308 students were selected at random using the Proportional Random Sampling approach, with the sample size calculated using the Slovin formula at a 5% error rate. The data analysis's conclusions demonstrate how students view the academic services provided by FIP UNP's education staff from the following perspectives: 1) tangible, with an average score of 3.99; 2) reliable, with an average score of 3.90; 3) responsive, with an average score of 3.84; 4) assured, with an average score of 3.93; and 5) emphatic, with an average score of 3.48. Overall, students' perceptions of the academic services provided by FIP UNP educators fall into the good category, with an average score of 3.83.

How do household crop and livestock production adapt to extreme climatic events? —Insights from a typical agro-pastoral ecotone on the Qinghai[sbnd]Tibet Plateau

The increased threat of more frequent extreme climatic events (ECEs) poses significant challenges to household crops and livestock production, exacerbated by their weak adaptability. To explore ways to improve households’ adaptation awareness and behaviors, a typical agro-pastoral ecotone on the northeastern QinghaiTibet Plateau (QTP), Gonghe Sandy Land (GSL), was selected as the study area. This study analyses the impact of ECEs, and the adaptation measures taken by households, and innovatively includes the perception of government services from households in the factor system to identify the key driving mechanism of coping strategies. The results revealed that (1) 74.07 % of households experienced an extreme drought, and livestock production was 29.63 % more affected than crop production was; (2) households adopted different adaptation strategies with weather forecasts being the prevailing measure among households for crop (25.93 %) and livestock (42.33 %) production adaptation; and (3) different strategies are key to improving adaptive capacity. We found that production experience sharing, demographic and economic coordination, and early warning system and support by the government can increase farmers' awareness of adaptation strategies. While enhancing cognitive levels regarding measures, optimizing a household’s health, rationally allocating assets, and increasing timely and stable government services can improve adaptive behaviors. On the basis of these findings, this study provides recommendations from the perspective of human well-being, with the aim to achieving the SDGs, enhancing regional climate change adaptation capacity and ensuring the safety and efficiency of crop and livestock production in the QTP.

Identification of mothers with mental health problems is accidental: perceptions of health care providers on availability, access, and support for maternal mental health care for adolescent mothers in Malawi

BackgroundIntegration of maternal mental health into primary health care is considered a strategy to improve access to mental health support in low- and middle-income countries (LMICs). Health care workers’ (HCWs) and traditional practitioners’ (traditional healers, herbalists, traditional birth attendants, spiritual healers, prophets, and community health volunteers) perceptions of the availability and management of adolescent mothers’ maternal mental health care were explored in rural Malawi. Recognizing and identifying the barriers associated with access to maternal mental health support is essential to improving the mental health of adolescent mothers.MethodsA descriptive qualitative design (DQ) was used to explore HCWs’ and traditional practitioners’ perceptions of maternal mental health services for adolescent mothers. In-depth interviews were conducted with HCWs (n = 6), and three focus group discussions were conducted with 30 community-based traditional practitioners. Participants were purposefully recruited because they provide formal or informal health services to adolescent mothers during the postnatal period at Mitundu Rural Hospital and its catchment area in Lilongwe District, in Malawi. Interviews were analyzed using reflective thematic analysis and inductive thinking.ResultsThematic analysis found four themes to describe access to maternal mental health care for adolescent mothers. Participant perceptions were themed around health system challenges and how cultural background and beliefs influence access to mental health care and support. The themes were: (1) Inadequate staff development; (2) Limited resources (medication and infrastructure); (3) Limited policy and guidelines implementation; and (4) Cultural background and belief influence on help-seeking. HCWs suggested improving pre-service and in-service training to improve mental health assessment of mothers, while traditional practitioners wanted to increase their awareness of mental health issues.ConclusionParticipants emphasized that multifaceted factors influenced access to mental health support. These factors affect the assessment, treatment, and support of adolescent mothers and help-seeking by mothers. Therefore, strengthening the healthcare system and empowering providers with the knowledge and skills to recognize at-risk mothers and provide timely support is essential.

Analysis of the Quality of Public Services in the Health Sector at Centro Da Saude Vera-Cruz, Municipiu Dili, East Timor

This study aims to assess user satisfaction and identify areas for improvement in the quality of health services at Centro da Saude Vera-Cruz, Municipio Dili, Timor-Leste. Specifically, it evaluates key service dimensions including tangibility, reliability, responsiveness, assurance, and empathy from the perspective of service users. A quantitative approach was employed, utilizing a Likert scale to measure respondents' perceptions across these dimensions. The data were analyzed using frequency distribution and cross-tabulation based on respondent characteristics such as age and marital status. The results indicate that most respondents expressed agreement, strong agreement, and high satisfaction with the health services provided, although a minority expressed dissatisfaction. Further analysis showed that respondents aged 31-40 were more likely to express strong agreement with service quality. Overall, among the 60 respondents surveyed, the findings reflect a generally positive perception of the health services at Centro da Saude Vera-Cruz, while highlighting certain aspects where dissatisfaction remains. These insights offer a foundation for targeted improvements in service delivery.

The care pathway experienced by cutaneous melanoma survivors: A qualitative longitudinal study

BackgroundThe optimal management of cutaneous melanoma is based on implementing a multidisciplinary tumour board. No studies report cutaneous melanoma patients’ perspective along the whole care pathway, taking us through their care experience longitudinally. AimsTo explore the patients' perspective on the cutaneous melanoma care journey in a skin cancers’ tertiary referral centre. MethodsA longitudinal qualitative study was designed, using semi-structured interviews. Cutaneous melanoma patients were interviewed three times (T0, after diagnosis; T1, after the first postoperative visit; and T2, at the follow-up). Data were analysed using the inductive framework method. ResultsFifteen patients agreed to participate, and 8 completed all three interviews. We generated three themes describing how patients experienced the care pathway: (i) the evolving need for support during the care pathway, (ii) the development of emotions and expectations for the journey's end, (iii) the changing perceptions of hospital services, the care pathway itself, and the Skin Cancer Unit. We have emphasised the shifts in the experience of receiving assistance from the diagnosis to the follow-up stage. The more the care process progressed, the stronger the need for a relationship with healthcare professionals. The emotional impact of becoming a cancer survivor exacerbated the experience and reflected on patients' perceptions of the care pathway. ConclusionsAdopting a relational approach to reassuring melanoma patients is essential. Our participants expressed needing a medical reference figure as a favourable element. When this is unfeasible, inter-professional training is desirable to help professionals cooperate in a multidisciplinary group and make this collaboration visible to patients.

Analisis Kualitas Pelayanan, Pengetahuan Dan Pemahaman Wajib Pajak Yang Mempengaruhi Tingkat Kepatuhan Wajib Pajak

This study aims to analyze the factors influencing the compliance of motorcycle taxpayers in Surabaya. Taxpayer compliance is crucial for increasing local tax revenue, which contributes to regional development. The study employs a qualitative method with a survey approach, where data are collected through questionnaires distributed to motorcycle owners in Surabaya. The independent variables analyzed include tax knowledge, taxpayer awareness, perceptions of tax services, penalties and fines, and trust in the government. The data analysis is conducted using multiple linear regression to determine the effect of each variable on taxpayer compliance levels. The results indicate that tax knowledge, taxpayer awareness, and perceptions of tax services have a significant positive impact on taxpayer compliance. These findings suggest that to improve taxpayer compliance, the government should focus on enhancing tax education, improving the quality of tax services, and building public trust in the tax system

Designing the first culturally-sensitive stigma survey tailored for adolescents: RN-CSS.

The Red Noses Culturally-Sensitive Stigma Survey (RN-CSS) contributes to the underexplored research domain of adolescents' stigmatising attitudes and behaviours towards peers with mental health difficulties and mental healthcare services. It also addresses the need for comprehensive and culturally-sensitive tools to assess stigma in this context. Drawing on insights from focus groups and building upon the existing Stigma in Global Context-Mental Health Study, we have successfully developed and implemented the first culturally-sensitive stigma survey tailored for school-aged adolescents of different migration/cultural backgrounds. The questionnaire includes an unlabelled case vignette depicting a peer with symptoms of depression and gathers data on various domains, including (1) sociodemographic variables; (2) education-related information; (3) COVID-19; (4) perceptions of mental health difficulties and mental healthcare services (i.e. severity assessment, causal attributions, care recommendations, personal stigma, perceived stigma, and service stigma); (5) subjective wellbeing and familiarity with mental health difficulties; (6) social support; (7) school context; (8) bullying; and (9) knowledge of anti-stigma campaigns. Our final sample comprises 5075 pupils from 38 secondary schools in Flanders, Belgium. In this article, we present the study's background and rationale, the development of the questionnaire, and the sampling and recruitment methods employed. Furthermore, we provide a summary of the sample characteristics and preliminary descriptive results of the RN-CSS. Subsequent empirical studies will address the research objectives outlined in this protocol paper. The research opportunities provided by the developed materials and dataset are being discussed.

How Rural Communities Relate to Nature in Sub-Saharan Regions: Perception of Ecosystem Services Provided by Wetlands in South-Kivu

Research on ecosystem services (ES) has become central to landscape planning, framing the relationship between people and nature. In Sub-Saharan regions, local communities rely heavily on wetlands for various ES. For the first time, we assessed perceptions of ES provided by these wetlands, focusing on marshes, peatlands, swamps, and inland valleys/floodplains in eastern DR Congo. Fieldwork combined with a survey of 510 households, using both open-ended and 35 direct questions, evaluated perceptions of wetland ecosystem services (WESs). The most frequently reported WES were provisioning (38%) and regulating (24%), while supporting (22%) and cultural (16%) were less mentioned. These perceptions varied across wetland types and among communities based on gender, religion, seniority in wetland use, land tenure, and educational level. Rural communities had a deep relationship with nature, shaped by cultural, economic, and geographical factors. Wetlands are viewed positively as sources of goods but also negatively as sources of diseases. A structural equation model (SEM) helped in identifying four latent variables—livelihood, knowledge, personal, and geographical factors—driving WES perceptions. These findings are relevant for developing wetland management policies and suggest including community engagement and collaboration in wetland restoration and regulatory frameworks.

After-sales service and brand reputation: a case of kitchen appliance industry

PurposeTo build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.Design/methodology/approachThrough purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.FindingsAccording to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.Originality/valueIt is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.