Quality Of Service Provision Research Articles

Influence of Aftersales Service Strategies on the Competitive Advantage of Automotive Companies in Kenya

Aftersales services contribute immensely to customer satisfaction, generating repeat business that can translate to repeat revenue generation and improved market share and competitive advantage. This study sought to assess the influence of aftersales service strategies on the competitive advantage of Kenya's automotive companies. The study used an explanatory research design. The target population was 400 members of the top management team, including CEOs, functional managers, and senior managers drawn from 63 companies in the automotive industry in Kenya. The study utilized a census to include all 400 top management team members in the 63 automotive companies. Questionnaires were used in data collection. The hypothesis was tested using multiple linear regression analyses. Results indicated a moderate correlation between the aftersales service strategies and the competitive advantage of automotive companies in Kenya (r = 0.556). The findings further indicated that 30.9% of automotive companies' competitive advantage change is explained by their aftersales service strategies (R squared = 0.309). The study concluded that automotive companies in Kenya engaged in aftersales service strategies that included utilization of customer feedback, promptly responding to customer demands using agile methodologies, provision of quality service, and inclusion of warranties.

MADDPG-empowered slice reconfiguration approach for 5G multi-tier system

With the advancement of fifth-generation (5G) communication technology, plenty of vertical applications have emerged. These applications usually center on highly different quality of service (QoS) requirements, posing challenges for the supporting communication network. To address these challenges, network slicing has been proposed to partition the underlying network into multiple tailored logical networks, called as network slices. Each slice corresponds to a specific application. However, fluctuations in user activities for applications may lead to workload variation across corresponding slices, which compromising the consistent QoS provisioning. In this context, slice reconfiguration becomes imperative to ensure satisfactory user experiences. In this work, we introduce the multi-agent deep reinforcement learning method to tackle the slice reconfiguration problem and propose the multi-agent deep deterministic policy gradient-empowered slice reconfiguration (MADDPG-SR) algorithm. In MADDPG-SR, each network function is abstracted as an agent that learns to optimize its own migration in the multi-layer network to minimize the preference-weighted processing resource cost while adhering QoS and resource constraints. The proposed method is compared with four other benchmarks, and the comparison results demonstrate that MADDPG-SR can significantly reduce both the preference-weighted resource cost, and the running time for acquiring slice reconfiguration decisions while ensuring the QoS performance of slices.

Quality Management of Archival and Library Studies: Towards the Problem of Implementing International Standards

The purpose of the study is to provide an analytical review of the degree of harmonisation of international and European regulations in the field of archival and library studies, and to outline methodological approaches to the implementation of an integrated management quality system in these institutions. The research methodology is based on the use of general scientific and special research methods, which ensured the comprehensive nature of scientific research. The involvement of regulatory and legal documents contributed to the use of methods of substantive and comparative analysis, additive modelling, deduction, induction, abstraction, structural and logical methodology, systematisation, and generalisation. The scientific novelty of the article lies in the actualisation of the issue of implementing integrated quality management systems in the development of library and archival studies, which is urgent in the context of the development of digitalisation, electronic document management, and provision of electronic services. The availability of quality systems in accordance with the requirements of international standards will contribute to the effective operation of these institutions and improve the quality of service provision. Conclusions. In this article, the author examines and argues for the urgent need to implement relevant international integrated quality management systems in the above-mentioned areas, namely, electronic document management, organisation of websites, management of documentary processes, and information support for the rendering of relevant services. It is stated that the integration of international standards of quality management in library and archival studies will facilitate accessibility of information needs of all users and will contribute to the efficiency and operation of these institutions of consolidated information. Key words: standard, electronic resources, information, information technologies, digitalisation, archive, archival and library work, document.

Scale development to measure the patient perception of patient-centered care of dentists in primary care settings of Thailand: a measurement invariance test

BackgroundPatient-centered care is essential for providing quality services thoroughly at the primary care level, but it is unclear and lacks measurement. This study aimed to develop a reliable and valid instrument to measure patient perception of patient-centered care in primary dental care in Thailand and test the measurement invariance between large and small community hospitals.MethodsThe initial set of 45 items for the patient perception of Patient-Centered Care of Dentist Scale (PCCDS-P version) was developed using a mixed-method approach, which included a literature review, a content validity test, cognitive interviews, and a pre-test. A multistage sampling strategy was used to recruit dental patients or their parents or caregivers from community hospitals across Thailand. Validity was examined through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Reliability was assessed using Cronbach's alpha coefficient and the intraclass correlation coefficient. Furthermore, a multi-group analysis was conducted to compare the responses of patients from large and small community hospitals.ResultsThree hundred thirty-six and One thousand one hundred sixty-seven samples were randomized for EFA and CFA, respectively. The final PCCDS-P version consists of 7 factors with satisfactory reliability and validity and is composed of 42 items: dentist-patient relationship, disease-illness, integrated care, communication, shared information and decision-making, holistic, and empathy and anxiety management. The CFA showed the model fit was consistent with the entire sample. The metric invariance analysis showed that the factor loadings were invariant across patient groups. Overall, Cronbach's alpha coefficient and intraclass correlation coefficient were satisfactory.ConclusionsThe newly developed PCCDS-P version is composed of seven domains with 42 items with good reliability and validity, and it indicated measurement invariance across patients in large and small community hospitals.

A fuzzy inference-based index for piped water supply service quality in a complex, low-income urban setting.

Sustainable Development Goal (SDG) 6 calls for universal access to safely managed drinking water services. We studied the evolution of the water supply service between January 2017 and December 2021 in the town of Uvira (South Kivu, Democratic Republic of the Congo) where large investments were made to improve the water supply infrastructure during this period, including a new 2,000-m3 tank, 56 community taps and 1,191 private taps. Across 16 geographic clusters in the town, we assessed water service accessibility, water quantity, continuity, and affordability, based on data provided by the construction team and the utility. We combined these dimensions into a single index ranging 0-100% according to rules defined using the fuzzy inference Mamdani method. Our results show that despite substantial increases in accessibility (i.e. proportion of households with a private tap or within 200m of a community tap), overall service quality remained unsatisfactory, with a maximum index value of 38.1%, and worsened in many parts of the town due to limitations of the water production capacity after major flooding events and persistent electricity supply issues. The estimated amount of water supplied per user per day remained under 20L during >95% of the observation period, with a decreasing trend. Pumps operated 58% of the time on average and the frequency of days without electricity supply increased over time. Our study highlights the important gap between upgrades in water supply infrastructure and improvements in the quality of service. The analysis of potential future scenarios for Uvira indicates that increasing production capacity is priority to improve overall service quality. Our results demonstrate that meeting SDG6 will be challenging in complex urban settings and will not only require sustained investments in water supply infrastructure but also in systems management and in energy supply.

Якість надання медичних послуг через призму управлінських рішень

The issue of the quality of medical services is very relevant to the healthcare system. The article examines the state management of medical services and the creation of conditions for providing quality services. The impetus for the processes of transformation in the healthcare system of Ukraine was the low level of factors. For instance, life expectancy and mortality rates, and the healthcare system's low funding. It all has become outdated and inefficient due to excessive centralisation of management and insufficient budget. To implement and support state policy in the field of healthcare, the government has renewed or created several state structures. The National Health Service of Ukraine, which is the central body of the executive power and implements state policy, performs the function of a single customer and payer under the medical guarantee program.

The effectiveness of quality management strategies in health care organizations: an analysis of quality standards implementation and clinical performance improvement

Quality management strategies in healthcare institutions require an increasingly refined quality management system. This study aims to analyze the ISO 9001:2015 Standard for the implementation of a quality management system in the field of medical services provided by healthcare facilities, as well as to determine patterns during performance to assess the effectiveness of the quality management strategy. The article discusses key factors for achieving the quality management strategy through the implementation of a quality management system to improve clinical indicators. This system, according to the requirements of the ISO 9001:2015 Standard, ensures quality service provision. A cyclical sequence of actions is used to analyze quality management system implementation. It is applied to quality service processes in healthcare organizations and reflects some key aspects (planning, execution, activities, and verification of all relevant processes as described in the ISO 9001:2015 Standard). The authors have examined the quality management strategy based on the literature review and the analyzed standard. This strategy includes leadership, adapting quality improvement initiatives, setting the boundaries of managerial and clinical policies. All the above allow the integration of quality improvement initiatives into a sustainable, organized system with continuous enhancement.

Pengaruh Motivasi dan Kepuasan Kerja terhadap Kinerja Petugas Kesehatan Masyarakat di Puskesmas Kota Pekalongan

In Pekalongan City there are 14 Community Health Centers under the auspices of the Health Service which are aimed at providing health services to the people in Pekalongan City. Each driver will of course have different performance metrics and results/achievements. Improving employee performance helps puskesmas to survive in the face of unstable competition. Therefore, investment in improving the quality of health services is very important in terms of health service satisfaction. This can be achieved by providing quality services so that patients can trust the Health Center. The purpose of this study was to find out how motivation and job satisfaction affect the performance of public health workers. This research method uses an analytic survey and a cross sectional approach. The results of this study indicate that motivation with a frequency of 0.008 (α=0.05) has an effect on performance and job satisfaction with a frequency of 0.064 (α=0.05) has no effect on performance. This research helps provide knowledge to the community to be more independent and increase the influence of motivation on the performance of public health workers

Peran Pengembangan Soft Skill Karyawan Dalam Meningkatkan Kualitas Pelayanan Pada Food And Beverage Department Raz Hotel And Convention Medan


 
 
 
 The major goal of service businesses is to deliver the best services possible to customers, with an emphasis on service and customer happiness. integrating all the operations that will impact customers and make money through services that put the demands of the client first. Service quality is a significant factor in accomplishing that objective. enhancing the performance of workers' or service providers' ideal roles within the business. It is crucial to think about the business or the strategy for enhancing employees' skills or personal growth. This study aims to determine the extent to which a person's soft talents and hard abilities may help them give better services, particularly for service providers. Efforts to build the soft skill of a service provider are equally vital to learning the items that fall under the area of soft skills. The company's responsibility is to uphold high service quality and apply the soft skill needs. This research employs a quantitative research methodology, where the source of the data is a numerical value. The goal of this study is to increase service quality by focusing on soft skill development. Based on the coefficient of determination, the outcome indicated that the soft skill had an impact of 88.2% on the Food and Beverage Department's ability to provide quality service. This indicates that soft skills have a significant impact on enhancing service quality.
 
 
 

Ambulance location routing problem considering all sources of uncertainty: Progressive estimating algorithm

The main concern of any emergency medical services (EMS) in the world is to provide quality services to emergency calls in the shortest possible time. In this paper, the Ambulance Location Routing problem (ALRP) is proposed that is a mathematical attempt to obtain optimal cost-oriented strategic decisions (locating EMS centers and allocating ambulance fleet) in a way that guarantees service quality factors like response time, service level, and definite treatment time through optimal ambulance routing. In response to the concerns that emergency medical services deal with, in this research, a novel mixed-integer two-stage stochastic programming model is developed that can consider the uncertain nature of parameters like emergency calls, travel times, and pathways, simultaneously. Considering a heterogeneous fleet of ambulances to provide specialized out-of-hospital services and to use the treatment golden time, and considering different types of patients in terms of the need to be transferred to the hospital, are among the most vital innovations of the proposed ALRP. To tackle the computational complexity, a new decomposition-based heuristic method called the Progressive Estimating Algorithm (PEA) is developed. PEA is a modified version of the classic PHA and solves its drawbacks, like the possibility of being placed in a loop or prolonging the solution time by changing the method of calculating the first stage variables in each iteration. Therefore, by considering a large number of scenarios, PEA can reach feasible near-optimal solutions more efficiently. We have employed the actual data of a city with nearly 800.000 population, as a case study to validate the proposed ALRP model and the PEA method. The obtained results demonstrate that the proposed ALRP solution is valid, and the PEA can reach the near-optimal solution, in a very reasonable time, and with no exception, outperform the PHA. The results also show that the ALRP model reduces costs on average by 30% compared to a benchmark model. In addition, it is found that the solution obtained for the case study can reduce costs by 58% compared to the current state of the EMS in this city while guaranteeing the quality of services. Furthermore, the need to use a heterogeneous fleet of ambulances and scattered stations in the region is recommended to improve the performance of EM services. Finally, the unique way of looking at the integrated problem of location, allocation, and routing in the proposed ALRP and the idea of PEA are attractive for further studies in the field of EMS planning and other optimization problems, and several suggestions for future studies are mentioned in Conclusion Section.

Administrative Processes Efficiency Measurement in Higher Education Institutions: A Scoping Review

Universities, like any organization, must attend to the needs of the environment to provide quality services. Among the various aspects related to educational quality, administrative efficiency management has gained interest in recent times. This is due to the need to optimize resources and streamline the daily operations of an educational institution. This scoping review examines how efficiency is being measured in Higher Education Institutions (HEIs). Taking as a reference the proposed methodology by Arksey and O’Malley and the PRISMA Scr (Preferred Reporting Items for Systematic Reviews and Meta-Analyses extension for Scoping Reviews) guide, we performed a search of the literature in the Scopus database from 2017 to 2022. As a result, different ways to measure administrative process efficiency were found, such as formulated models, methods, and indicators that show quantitative benefits. A significant finding was Lean or Six Sigma practices to improve administrative efficiency, in addition to the consideration of the interest group opinion through the application of measurement instruments to measure the impact on the user satisfaction level.

Problems and Prospects of Development of Restaurant Business in the City of Uman

Purpose: The objective of this article is to analyze the quality of service provision in organizing visitor services in local restaurants of various types and changes in their quantity in 2018–2022. Design / Methodology / Approach: Based on observation and survey methods, analysis, comparison, and systematization of results, the activities of restaurants of different types that continued to operate in the service market despite the changes that occurred after Russia’s invasion of Ukraine have been studied. Findings: The most competitive restaurants in the city of Uman, which are most popular among the local population and city guests, have been identified. The quality of visitor service has been analyzed, and errors that occur in the operation of establishments during visitor service have been identified. Originality / Value: The theoretical significance of the article lies in identifying problematic issues in their activities and determining recommendations for improving the operation of restaurants in the city of Uman, taking into account modern trends in the hospitality industry. Practical Meaning: It is noted that the absence of strategy and planning, as well as proper control by the owner, leads to a rapid decline in the ranking of competitive enterprises. It has been proven that the state of business in cities and individual territorial communities determines the economic development of the country as a whole. The activities of individual entrepreneurs in the hospitality industry not only contribute financially to the well-being of local areas but also create an impression of comfort and coziness for local residents and tourists. Further Research: Further studies are needed to investigate the compliance of the assortment of dishes and drinks with the type of enterprise, the price-quality ratio, serviceology, and the availability of additional services.

The Effect of Perceived Service Quality and Perceived Price on Customer Satisfaction Furqon Trans in Sidoarjo

Tight competition between car rental company service providers makes car rental companies compete to improve the quality of their services. One of them is Furqon Trans car rental which is currently developing and wants to provide quality service and affordable prices to ensure customer satisfaction. The purpose of this study was to determine the effect of perceived service quality and perceived price on customer satisfaction of Furqon Trans car rental services. The sample used in this study were customers who had made at least two transactions with Furqon Trans Sidoarjo, with a total of 85 respondents, and were over 18 years old. The sampling technique used is non-probability sampling. The analysis technique used is the Partial Least Square (PLS) method. Based on the results of the research that has been done, it shows that Perceived Service Quality has a positive effect on Customer Satisfaction and Perceived Price has a positive effect on Customer Satisfaction of Furqon Trans in Sidoarjo.

Navigating language discordance in public health care in rural South Africa: a qualitative descriptive study of occupational therapists’ perspectives

BackgroundLanguage discordance occurs in healthcare when staff and service users do not share proficiency in the same language. It is a global phenomenon impacting on the quality of health services, as person-centred practice requires communication to establish partnerships and rapport. In a country as linguistically diverse as South Africa, effective ways to navigate language discordance in health care are urgently required, yet there is limited research. This study aimed to describe how occupational therapists navigated language discordance when working in the public health sector in KwaZulu-Natal.MethodsA qualitative descriptive design involved using purposive sampling to recruit occupational therapists as participants (n = 8) for 15 semi-structured interviews. Thematic analysis was used to analyse the data, which included reflective journal entries from all participants.ResultsThe four emergent themes were: (1) concurrent use of strategies, (2) I’m doing as much I can, what more can I do? (3) Language definitely impacts that therapy process and lastly, (4) systemic oppression perpetuating language discordance.ConclusionLanguage discordance is a complex context-specific phenomenon, therefore insight into concurrent use of strategies is important to practitioners to enable them to navigate language discordance and ensure provision of quality services. These insights are significant for healthcare professionals and resource allocators as they shed light on the shortcomings of advocating for a single strategy such as providing trained interpreters. Successful navigation is characterised by determination, being kind to oneself, willingness to learn and use of pragmatic and flexible approaches. To prepare to navigate language discordance in a low-resource context, education should extend in time and scope, to include multiple strategies, culture and relevant languages.

EOQ with supply disruptions under different advance information regimes

In this paper, we consider the impact of advanced delivery information on the performance of supply chains facing endogenous disruptions. We study a single-echelon EOQ-based inventory model with backorders where the supplier could fail to deliver shipments on time following a Bernoulli process, a measure of the supplier service quality. Two extreme advance information regimes are analyzed: (1) full delivery information (FDI), where the timing of the next delivery is always known, and (2) partial delivery information (PDI), where the timing of the next delivery is known if it coincides with the next planned delivery. For both regimes, we use a natural adaptation of the base-stock policy, having multiple order up-to levels, each corresponding to the level of available information when ordering. We then model the long-run average cost and determine the policy variables that minimize this cost. While the analysis of the FDI model proved straightforward, the PDI model involved the solution of a mixed-integer nonlinear optimization problem. We found closed-form solutions for both models. Numerical results show that, by reducing planning uncertainty, advanced information directly reduces operating costs. They also show that the cost of the case of full information is higher than that of the EOQ model, suggesting the importance of finding reliable suppliers for disruption-free operations.

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Purpose: to develop an effective model of management of the hospitality industry at the level of the state management system to ensure the effectiveness of the industry and its impact on improving the socio-economic indicators of the state's development in the context of crisis phenomena. Theoretical framework: The hospitality industry is an important factor in the development of the country's economy. The hotel business occupies one of the leading positions in the share of the country's GDP, which develops the social component and tourism. The hospitality industry is highly profitable, therefore, it ensures the development of open markets through the formation of competition. The high competitiveness of the industry is determined by the high quality of service provision. In terms of the multifunctional importance of the hospitality industry in the economic system, the article examines the conceptual foundations of building a model of state management of the hospitality industry. Design/methodology/approach: An analysis of trends and trends in the development of the hospitality industry was carried out, and it was determined that after the end of the pandemic, the global hospitality industry will have a significant increase in the main financial and economic indicators, which is explained by delayed demand. Findings: Some aspects of the development of the hospitality industry in the conditions of full-scale military aggression of the Russian Federation against Ukraine are considered. A set of financial and economic indicators was determined, based on the accumulation of which a management model was developed. Research, Practical & Social implications: On the basis of the developed management system of the hospitality industry at the state level, an organizational model of management was developed, which represents a set of relations and relationships between the public, private sector, and the population. Originality/value: On the basis of the analysis, practical mechanisms for introducing the management model into the practical activities of the hospitality industry were developed and proposed in order to improve the results of hotel enterprises and the industry as a whole, adapted to the challenges of crises and the consequences of military aggression.

PENGARUH HUMAN RELATION DAN SOLIDARITAS PEGAWAI TERHADAP KUALITAS PELAYANAN PADA DINAS PEKERJAAN UMUM DAN PENATAAN RUANG KABUPATEN DOMPU

The key to providing better service quality is meeting or exceeding the expectations of the expected service. The way to be able to provide quality service is with employees who have high human relations and solidarity. This study aims to identify and analyze the influence of human relations and employee solidarity on service quality at the Dompu Regency Public Works and Spatial Planning Office. This research is an associative type by taking a Likert scale questionnaire as a research instrument. The study population was 519 with the number of samples taken as many as 126 employees of the Dompu Regency Public Works and Spatial Planning Office with PNS status. Determination of the sample was carried out by purposive sampling technique with the method of collecting observational data, questionnaires and ending with a literature study. Then the data were analyzed using validity, reliability, classic assumption test, multiple regression, correlation, determination and hypothesis testing consisting of t test and f test. The results of the study show that human relations and solidarity simultaneously influence the quality of service at the Dompu Regency Public Works and Spatial Planning Office.

Model of the State Policy for the Development of Hospitality Industry Enterprises in Crisis Situations and Military Operations

Purpose: to develop an effective model of management of the hospitality industry at the level of the state management system to ensure the effectiveness of the industry and its impact on improving the socio-economic indicators of the state's development in the context of crisis phenomena.
 
 Theoretical framework: The hospitality industry is an important factor in the development of the country's economy. The hotel business occupies one of the leading positions in the share of the country's GDP, which develops the social component and tourism. The hospitality industry is highly profitable, therefore, it ensures the development of open markets through the formation of competition. The high competitiveness of the industry is determined by the high quality of service provision. In terms of the multifunctional importance of the hospitality industry in the economic system, the article examines the conceptual foundations of building a model of state management of the hospitality industry.
 
 Design/methodology/approach: An analysis of trends and trends in the development of the hospitality industry was carried out, and it was determined that after the end of the pandemic, the global hospitality industry will have a significant increase in the main financial and economic indicators, which is explained by delayed demand.
 
 Findings: Some aspects of the development of the hospitality industry in the conditions of full-scale military aggression of the Russian Federation against Ukraine are considered. A set of financial and economic indicators was determined, based on the accumulation of which a management model was developed.
 
 Research, Practical & Social implications: On the basis of the developed management system of the hospitality industry at the state level, an organizational model of management was developed, which represents a set of relations and relationships between the public, private sector, and the population.
 
 Originality/value: On the basis of the analysis, practical mechanisms for introducing the management model into the practical activities of the hospitality industry were developed and proposed in order to improve the results of hotel enterprises and the industry as a whole, adapted to the challenges of crises and the consequences of military aggression.

Public-private partnership in the Portuguese health sector

Since 2001, in Portugal, constant reforms in hospital management have accompanied the transformations in the management models applied to public administration, intending to ensure a higher quality of services and, simultaneously, a more significant economic efficiency. This study aims to analyse, for the period between 2012 and 2021, the economic and financial results (value-for-money) of the PPP model, compared with the public management hospitals (PMH). It used a mixed research approach based on multiple case studies and archival research. As the main results, it was found that: i) the PPP model, applied to the health sector, appears to be advantageous, not only regarding the economic and financial results but also concerning the quality of service provision; and ii) despite the value-for-money generated by the PPP model, the lower operating costs and the superior performance in comparison with PMH, the government has permanently opted to revert from a PPP model to a PMH model. This study concluded that the hospital management model is instead seen as an instrumentalised political instrument than a management tool that could generate savings for the taxpayers. Several practical implications are presented.

Proportionally fair load balancing with statistical quality of service provisioning for aerial base stations

AbstractAerial base stations (ABSs) seem promising to enhance the coverage and capacity of fifth‐generation and upcoming networks. With the flexible mobility of ABSs, they can be positioned in air to maximize the number of users served with a guaranteed quality of service (QoS). However, ABSs may be overloaded or underutilized given inefficient placement, and user association has not been well addressed. Hence, we propose a three‐dimensional ABS placement scheme with a delay‐QoS‐driven user association to balance loading among ABSs. First, a load balancing utility function is designed based on proportional fairness. Then, an optimization problem for joint ABS placement and user association is formulated to maximize the utility function subject to statistical delay QoS requirements and ABS collision avoidance constraints. To solve this problem, we introduce an efficient modified gray wolf optimizer for ABS placement with a greedy user association strategy. Simulation results demonstrate that the proposed scheme outperforms baselines in terms of load balancing and delay QoS provisioning.