Level Of Service Quality Research Articles

Effect of Operation Assessment on Performance of State-Owned Sugar Firms in Kenya

The primary goal of supply chain design is to improve service quality and interaction levels between service providers and customers. The purpose of this study was to examine the effect of operation assessment on the performance of state-owned sugar firms. The research employed a descriptive causal research design to provide a cause-and-effect relationship between the variables. The target population comprised all four operating state-owned sugar companies, namely Chemilil, Muhoroni, Sony, and Nzoia. The composition of the target population consisted of four factory managers, four finance managers, five hundred and twenty-four agricultural extension officers, four human resource managers, one hundred and eighty agricultural services personnel, and four strategy and planning managers, bringing the total target population to 720. The simple stratified purposive sampling technique was applied to obtain a sample of 325 respondents. The researcher used questionnaires for data collection. The analysis of the data was executed using descriptive and inferential statistics. Statistical Package for Social Sciences (SPSS) helped in the analysis. The data was organized and presented in tables. The hypothesis was tested at a 95% confidence level. The results indicated that operation assessment had a positive effect on the performance of selected sugar manufacturing firms in Kenya (t = 6.666, p<0.05). Simple regression helped determine the strength and direction of the relationship between the study variables. The study is of importance to potential investors and managers to help in policy formulation. It will also be of importance to academia, which will beef up the study, particularly in the manufacturing sector, and encourage further investigation in the area of performance based on supply chain design. The study recommended the need for managers to use proper data management approaches and tools, ensure timely access to relevant data, and ensure quality control and assurance of field tasks at all times in order to boost operational efficiency, which leads to the realization of profits in the manufacturing enterprise, especially the sugar manufacturing sector.

Research on the Management Strategy of College Medical Professional Practice Based on the Perspective of Talent Training

Medical practice is an important link of medical education in universities. Its purpose is to help students get familiar with the tasks and responsibilities of medical work, let students understand the specific application of professional theoretical knowledge and skills, and improve students' professional quality and medical service level. A good job of intern management can effectively achieve this goal. At present, there are many problems, such as medical practice in colleges and universities, such as imperfect management system, weak responsibility of some teachers, and poor adaptability of students, which need to be paid attention to by relevant educators. Based on the perspective of talent training, this paper briefly analyzes the importance of medical practice in colleges and universities, expounds the prominent problems of medical practice management in colleges and universities and the corresponding solutions, aiming to improve the quality of intern education management and promote the better development of students.

An Analysis of The Constructs Influencing Public and Private Hospitals' Level of Service Quality: A Study in Context of Nepal

This research study examines the significance of the data collected as well as the service quality provided by hospitals in Nepal through a systematic review and analysis of the literature. Given the swift growth of the healthcare sector in Nepal, evaluating the caliber of hospital services is essential. The project's objectives are to compile all of the available data, pinpoint knowledge gaps, and offer wise counsel to academics, policymakers, and medical professionals. Using pre-established keywords linked to Nepali hospital service quality, a comprehensive search was carried out across several electronic databases, including PubMed, Scopus, and Web of Science. Studies released between January 2000 and April 2023 were taken into consideration. The systematic review comprised thirteen studies in all, including both qualitative and quantitative research methods. The systematic study's findings brought to light several essential elements of high-quality services, including tangibles, assurance, responsiveness, empathy, infrastructure, and assurance. An exploratory factor analysis technique was used to identify the contributing factors that are primarily responsible for the disparities in services offered between public and private sector hospitals in Nepal, based on the 600 valid responses to the survey that was conducted among the general public regarding private and public hospitals.
 Methods: To obtain an overall picture, a reliable data set was chosen from the sample data gathered from patient parties and administrative staffs throughout public and private sector hospitals using systematic statistical procedures.
 Results: The study's findings contribute to our understanding of the standard of hospital treatment in Nepal and could eventually raise public and professional awareness of the disparity in quality between hospital care in Nepal.
 Discussions: The impact of hospital services on the people who use them is determined in this study, and it is a major aspect in assessing the standard of healthcare provided by the various sectors.

Analysis of Investor’s Contentment towards Service Attribute of Dematerialized (DEMAT) Account of Nepal

The intent of the study is to examine how content investors are with the attributes of service offered by Nepal’s dematerialized accounts. The term “Dematerialized Account” (abbreviated as “DEMAT account”) refers to a paperless or digital method of purchasing and selling stocks and other financial assets. Analysis of investor satisfaction with Nepal’s Dematerialized (DEMAT) Account Service Quality was the study’s primary goal. The study’s descriptive research design was utilized to gauge participant satisfaction with the level of service quality. The study discovered that the tangible component significantly affects investor satisfaction. Accordingly, the depository units should concentrate on the tangible aspect of service quality to ensure that investors are as satisfied as possible.

An Integrated Multi-Criteria Decision Analysis and Structural Equation Modeling Application for the Attributes Influencing the Customer’s Satisfaction and Trust in E-Commerce Applications

Since the COVID-19 pandemic has forced most industries to embrace an online platform utilizing technological breakthroughs, it has significantly impacted our daily lives. Businesses that use marketplaces to sell and trade products to customers while increasing their participation through online shopping or e-commerce are among the sectors that take advantage of these situations. The current study set out to evaluate the level of customer satisfaction, trust, and service quality of the e-commerce application to enhance the system and provide a better shopping experience. Facebook, Shopee, Lazada, Shein, and TikTok were the five e-commerce platforms evaluated. The Philippines was the location of this study, and at least 200 people answered the survey, which was conducted in-person and online and consisted of 72 questionnaires. The researchers assessed twelve latent variables: perceived security, customer satisfaction, application interface, brand equity, tangibility, reliability, responsiveness, assurance, empathy, and information credibility. Structural equation modeling and multi-criteria decision analysis were used to analyze the data. The findings demonstrated that assurance, application interface, information credibility, and brand equity directly impacted service quality. Moreover, a direct and significant correlation exists between customer satisfaction and service quality. Customers’ trust is significantly impacted by their level of satisfaction and perception of security. The e-commerce apps were ranked using a multi-criteria decision analysis technique, which is the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) based on tangibility, responsiveness, assurance, reliability, and empathy. Facebook received a low rating, whereas Shopee was ranked highest. To further enhance the services offered, the lowest rated application may use the results from the combination of the TOPSIS and SEM results. Additionally, application providers, managers, and researchers examining the user–software interaction of relevant e-commerce applications might utilize the study’s results to enhance their services regarding the purchasing experience and provide a sustainable service. Finally, this study is among the first to use the structural modeling approach to evaluate customer trust and satisfaction while integrating service quality and TOPSIS.

Comparative Analysis Of Service Quality On Patient Satisfaction Levels In Government And Private Hospitals In Medan City In 2022

This study compares service quality to patient satisfaction in government and private hospitals in Medan City in 2022. This study used a survey method using a questionnaire as a data collection instrument. The research respondents were patients who used government and private hospital services. The data collected includes service quality dimensions, such as tangibles, reliability, responsiveness, assurance, and empathy. In addition, the data also consists of the level of patient satisfaction with the services provided by the hospital. Comparative analysis of service quality and patient satisfaction levels was carried out using appropriate statistical techniques, such as testing the difference between two groups of hospitals (government vs. private) using appropriate statistical tests. The results of this analysis will provide an understanding of the differences in service quality between government and private hospitals, as well as the related level of patient satisfaction. This research is expected to contribute to the development and improvement of health services in hospitals, especially in the city of Medan. The results of this study can also be input for hospital management to improve service quality and patient satisfaction. Thus, hospitals can provide better services and meet patient expectations to enhance the reputation and competitiveness of both government and private hospitals in Medan City. Especially in the city of Medan. The results of this study can also be input for hospital management to improve service quality and patient satisfaction. Thus, hospitals can provide better services and meet patient expectations to enhance the reputation and competitiveness of both government and private hospitals in Medan City. Especially in the city of Medan. The results of this study can also be input for hospital management to improve service quality and patient satisfaction. Thus, hospitals can provide better services and meet patient expectations to enhance the reputation and competitiveness of both government and private hospitals in Medan City.

Delay-Aware resource allocation to increase efficiency over LTE network for M2M communications in a noisy channel

Currently, the predominant source of Internet traffic stems from interpersonal user interactions, commonly referred to as user-to-user or H.2.H communications, facilitated through computer systems or mobile devices. The Internet of Things (IoT) is a transformative concept that has gained prominence over the past few years. It represents a paradigm shift from isolated systems to a vast interconnected network of devices that are capable of collecting environmental data, processing it, and making informed decisions based on the processed information. Therefore, it is imperative to have an effective resource scheduler in place for the management of an Long-Term Evolution (L.T.E) network system that encompasses both Machine-to-Machine (M.2.M) devices and Human-to-Human (H.2.H) users. In order to develop analytical formulas for assessing the performance of the suggested programs in respect to average waiting time, average system delay, and average number in the system for M.2.M and H.2.H users, this study uses the M / G / 1 priority queue model. It is possible to provide M.2.M consumers with good Quality of Service (QoS) while maintaining the targeted QoS levels for H.2.H users, according to the analysis of the collected data. The relaxing method is employed to cater to the needs of users in the M.2.M queue. To provide QoS for delay-sensitive traffic generated by H.2.H users, a classification scheme is employed to categorize H.2.H traffic into two primary classes. The findings show that the proposed systems have provided 87.34% improvement in machine-to-machine (M.2.M) performance while managing 92.26% QoS for H.2.H services.

Service Quality Attributes and Customers Usage of E-banking Payment Transactions in Developing Countries: A Study of Tanzania

This paper aimed to examine the effects of service quality measures of information system success on customers’ usage of e-banking payment transactions in Tanzania. It was hypothesised that Service quality measures of information systems positively influence the usage of e-banking payment transactions. This hypothesis was tested by the partial least square structural equation modelling technique (PLS-SEM) through the use of SmartPLS3. The study is informed by the information system success theory and the Unified Theory of Acceptance and Use of Technology (UTAUT). The study adopted a cross-sectional survey approach, where 400 respondents were involved. The results show that responsiveness, privacy, assurance, empathy, and customer support have a significant positive influence on customers' usage of e-banking payment transactions. The findings imply that customers who are highly concerned with the availability of high-quality services in e-banking have the potential to enhance the usage of e-banking payment transactions. Thus, managers in the banking industry are urged to uplift the level of service quality as a strategy to elevate customers' usage of e-banking payment transactions. Future research is recommended to look into the influence of service quality measures on information system success and usage of e-payment in other sectors like the public transportation system, and schools.

Optimizing throughput value through re-examining of 4G LTE infrastructure link budgets: A Case Study in Lubuk Kilangan

Broadband wireless access technology has taken the lead in communication technology development, enabling users to communicate with fast data speeds and extensive coverage.. Problems that frequently arise in mobile communication systems are the wide range of services and the level of network service quality. Thus, optimization is carried out to improve network quality in the Lubuk Kilangan area by using the drive test method to determine the quality of the network and bad spot areas and analyzed using terms discovery software. The reason behind the findings of this study is that the optimal link budget value for 4G LTE infrastructure in Lubuk Kilangan is higher than the current industry standard due to the unique characteristics of the area. According to the analysis and calculation of the link budget, power additions, and antenna tilting alterations were carried out for optimization. The power quality of the RSRP parameter increased from the fair (orange) area of 2.58 to 0.29. For the SINR parameter, For the SINR parameter, there was also an increase in quality at poor category locations in the KPI parameters (Range RSRP) locations from 0.08% to 0.05%, resulting in SINR bad spots decreasing. The proportion for Throughput after optimization remains the same, at 100%. Indicating that there had been a good increase in the coverage area, making the coverage in the Lubuk Kilangan area good. It is necessary to conduct a deeper study by comparing several types of antenna orientation, including tilt, depending on various factors such as the deployment scenario, coverage requirements, interference considerations, and the specific characteristics of picocells, femtocells, and repeaters. Future research could explore the impact of other factors, such as network topology and user behavior, on link budget optimization of 4G LTE infrastructure in different contexts

The Influence of Service Quality on Customer Engagement in Kaputian Beach Park

This study aimed to determine the significant relationship between service quality and customer engagement in Kaputian Beach Park. Convenience sampling, which included 70 customers, was used. Through non-experimental quantitative descriptive-correlational research technique, validated questionnaire, Mean, Pearson-Product Moment Correlation Coefficient (Pearson-r) and Multiple Linear Regression; results showed that the level of service quality was high or oftentimes manifested. It was also found that the level of customer engagement was high or oftentimes manifested. There was a significant relationship between service quality and customer engagement. This implies that customers are more likely to engage with the business when the service quality is high. This could mean more frequent interactions, longer sessions, higher satisfaction rates, increased loyalty, and more purchases. Accordingly, empathy best influences customer engagement. It was recommended that the beach resort management may continue to prioritize and enhance the quality of service, with a particular focus on demonstrating empathy. This could involve training staff to understand better and anticipate customer needs, personalizing services where possible, and creating an environment where customers feel valued and understood.

Simulations of a possible configuration of Premium Power Park

The voltage dip and the sudden electrical energy interruption are, probably, the most important disturbances of the power quality in the electrical system. Several technical solutions exist to mitigate voltage dips, respectively at plant or system level as for example: • the installation of Custom Power (CUSPO) for a single customer; • the Premium Power Park (PPP) for a group of customers. According to the PPP concept, the tenants of an industrial or commercial office park would be provided with a guaranteed level of electrical service quality made possible by Custom Power devices, such as the Dynamic Voltage Restorer (DVR), the Distribution Static Compensator (DSTATCOM – Distribution STATCOM), the medium voltage Static Transfer Switch (STS). The paper summarizes the Premium Power Park idea and a possible configuration of it, studied by ERSE, including the system aspects and the analysis of the combined operation or interaction of the Custom Power.

Analisis Kepuasan Pelanggan Mie Gacoan

In this era, various culinary businesses with uniqueness and excellence are emerging rapidly. With the development of this culinary business, the number of restaurants both regular restaurants and fast food restaurants is increasing. When consumers choose a restaurant as a place to eat, they not only see the quality of the food, but also the quality of the service. Therefore, the management must provide good service and product quality in order to compete with other restaurants and attract more customers. Customer satisfaction is determined by a good and friendly service system and a clean and comfortable location. This study aims to determine and analyze the level of product quality and service quality on customer satisfaction of gacoan noodles. The type of research used is quantitative by distributing questionnaires to gacoan noodle customers. The analysis techniques used in this study are classical assumption test, multiple linear regression, hypothesis testing and coefficient of determination test.

Analysis of Education Service Quality at XYZ Institute with Servqual, PGCV, dan TRIZ Methods

Abstract— Service quality is important for companies to maintain their business, including companies in the field of education services. Tutoring is a company engaged in the field of educational services. In the current era, many online tutoring has emerged. This resulted in offline tutoring having to improve its strategy to be able to compete in maintaining a business. XYX Institute is one of the offline tutoring institutions with the most students in Sulawesi. Amid intense competition with online tutoring, XYZ Institute needs to improve its strategy by improving the quality of its services. The purpose of this study is to measure the level of service quality at the XYZ Institute and provide recommendations for improvements that can be made to improve the quality of service. This study uses the servqual method to calculate the level of service quality, PGCV to determine the priority order of improvement and TRIZ which is used to analyze repair solutions. Based on the results of data processing, the level of service quality obtained is 96.022%. Then obtained 10 improvement priority attributes. The improvement solution obtained was to carry out several procurements, namely repairing toilet facilities, holding suggestion boxes on each floor, reading corners in the waiting room, and adding chairs and tables to the waiting room. In addition, it is necessary to increase the number of teachers and provide online registration services that are open longer, as well as add features for criticism and suggestions, consultations, learning reports, learning videos, and additional classes on the website.

Middle-aged and older people’s preference for medical-elderly care integrated institutions in China: a discrete choice experiment study

BackgroundWith the continuing impact of the aging population, medical-elderly care integrated institutions, as a way to bear the pressure of medical and elderly care, effectively ensure the quality of life of the elderly in their later years.ObjectivesTo explore the preferences of medical-elderly care integrated institutions among Chinese middle-aged and older people and to provide a reference for establishing elderly-oriented development of medical-elderly care integrated institutions.MethodsIn this study, a discrete choice experiment (DCE) was used to investigate the preferences of people aged 45 years and older in medical-elderly care integrated institutions in China from October 20, 2022, to November 10, 2022. A mixed logit regression model was used to analyze the DCE data. Participants’ willingness to pay for each attribute was also calculated.ResultsData from 420 participants who provided valid responses were included in the analysis. In terms of the choice preference, moderate service quality (vs. poor service quality: β = 1.707, p < 0.001, 95% CI 1.343 ~ 2.071) and high medical technology level (vs. low medical technology level: β = 1.535, p < 0.001, 95% CI 1.240 ~ 1.830) were the most important attributes to middle-aged and older people, followed by monthly cost, environmental facilities, the convenience of transportation, and entertainment activities. Regarding the willingness to pay, participants were more willing to pay for service quality and medical technology level than for other attributes. They were willing to pay $3156 and $2838 more for “poor service quality” and “low medical technology level,” respectively, to receive “moderate service quality " (p = 0.007, 95% CI 963 ~ 5349) and “high medical technology level” (p = 0.005, 95% CI 852 ~ 4824).ConclusionsThe state should attach great importance to the development of medical-elderly care integrated services industry, actively optimize the model of the medical-elderly care integrated service, improve the facilities, and create a healthy environment. At the same time, give full play to the role of medical insurance, long-term care insurance, and commercial insurance, so as to improve the comprehensive quality of life of the elderly.Public contributionThe design of the experimental selection was guided by 10 experts in the field, 5 Chinese government officials, and interviews and focus group discussions, without whose participation this study would not have been possible.

Pengaruh Kualitas Pelayanan Jasa, Lokasi, Harga Terhadap Kepuasan Pelanggan Jasa Kursus Mengemudi Alif

The purpose of this study was to determine the effect of service quality, location and price on customer satisfaction with Alif driving course services. This research is a quantitative descriptive research. The research was conducted at the Alif Driving Course. The sample in this study amounted to 96 respondents. Sampling using incidental sampling technique and tested using multiple regression analysis method, F test and t test. Data collection techniques were carried out by questionnaire method. Data analysis using SPSS 22 shows that customer satisfaction with the Alif driving course service can be improved by taking into account the level of service quality, location, and price of the Alif driving course. service quality, location and price have a significant influence on customer satisfaction Alif driving course services.

Penerapan Service Quality Dalam Upaya Menjaga Citra Bank Terhadap Loyalitas Nasabah Di Bank Sumut Syariah Kcp Binjai

Service quality, known as service quality, is an important factor in the banking business as an effort to increase customer satisfaction. The higher the perceived level of service quality, the greater the increase in consumer satisfaction. This research aims to explain the implementation of service quality implemented by Bank Sumut Syariah Kcp Binjai in an effort to maintain its image to customers. This research method uses literature study by collecting and reviewing sources related to the title such as journals, books and others. A bank's image can be good in the eyes of the public if the services provided by the bank can satisfy its customers

Financial performance and service quality of Saudi Arabia banks: An analytical approach

Service quality plays an important role in the enhancement of the satisfaction level of customers or consumers and the financial performance of business organizations. Customers expect excellence in service quality and the gap between the expectations and availability of the services determines the level of the service quality of the business organizations. The primary objective of the study is to measure the service quality of Saudi Arabian banks. An online questionnaire containing SERVQUAL dimensions was administered, and responses were analyzed by applying the F test two sample variances, and rank correlation. Financial information extracted from the selected Saudi Arabian banks for the period 2018 to 2022 and ROA (return on assets) and ROE (return on equity) were calculated to get the financial performance. The combined study of rank analysis of financial variables and SERQUAL variables indicates that financial performance is positively and moderately governed by the Tangibility, Assurance, and Empathy dimensions of service. Overall, the expectations of the bank clients are higher than the availability of services in Saudi Arabian banks. There is a need to improve the Reliability and Responsiveness to enhance the level of service quality in Saudi Arabian banks.

A systematic review on factors influencing Middle Eastern women's utilization of healthcare services: The promise of mHealth.

The 2030 Sustainable Development Agenda stresses a feminist approach for healthcare services. Cultural and religious influences impact utilization of healthcare services by Muslim women within the Middle East, posing unique challenges. This paper aimed to investigate the factors influencing Middle Eastern women's utilization of healthcare services within the region. In the year 2024, a systematic review was conducted. PubMed, Scopus, ProQuest, and the Cochrane Database of Systematic Reviews were searched for this purpose. The quality of the included articles was assessed using the Accuracy, Coverage, Objectivity, Date, Significance (ACODS) checklist. Subsequently, the Joffe method of thematic analysis was employed to analyze the data obtained from the review. A final selection comprising 59 studies was made for inclusion in the research. The studies demonstrated a high level of quality, and the risk of bias within them was deemed acceptable. The thematic analysis revealed seven principal themes, which encompassed Demographic Factors, Level of Education and Awareness, Sources of Information, Risk Factors, Personal Factors, Level of Service Access and Quality, and Organizational Factors. This study highlighted key factors influencing women's utilization of healthcare in the Middle East and potentially the healthcare systems with a large number of Middle Eastern female immigrants around the globe: educational factors such as awareness campaigns and patient education, and personal barriers like fear and cultural norms. Moreover, Telehealth, particularly mHealth, was suggested to enhance women's participation and utilization of healthcare services. Further research is needed to explore this assertion with greater precision.

THE INFLUENCE OF QUALITY SERVICE ON CUSTOMER SATISFACTION: THE MEDIATING ROLE OF CULTURAL INTELLIGENCE IN SOME SELECTED BANKS IN JOS NORTH LGA, PLATEAU STATE.

The complaining attitudes of customers about poor service delivery in most Nigeria banks posed a great concern to so many Nigerians. Most customers complain of the unfriendly attitude and nonchalant dispositions of so many bank workers, as the performance of most staff is below the expectations of so many customers patronizing the organization. Based on this, the study therefore aims to evaluate how the role of cultural intelligence in mediating the relationship between service quality and customer satisfaction among some selected banks in Jos North LGA of Plateau State. The total population of 562 staff of the selected banks was used for the study. The use of questionnaire was adopted as the primary method of data collection, administered to the sample size of 234 staff out of which 230 was duly completed and retrieved. Co-variance Structural equation modeling was used in analyzing the data. From the result, hypothesis one was tested and it was discovered that there is a significant relationship between service quality and customer satisfaction. Hypothesis two also showed that there is a significant relationship between service quality and cultural intelligence. Hypothesis three showed a significant relationship between cultural intelligence and customer satisfaction, and finally hypothesis four shows that cultural intelligence mediates the relationship between service quality and customer satisfaction. This study concluded that cultural intelligence which has to do with the ability of employees to understand the various cultures, beliefs, norms, and values of customers goes a long way in adding value to the level of service quality of the bank which goes a long way in enhancing customer satisfaction in the selected banks. The study recommended that employees are to be culturally intelligent enough to manage customers by valuing the individual cultural diversity and also treat them as such. This will go a long way in encouraging customers to stay with the banks.

Методичний підхід до оцінки рівня управління якістю послуг підприємств залізничного транспорту

The article develops a methodical approach to assessing the level of quality management of services of railway transport enterprises. It is specified that the introduction of a modern system for managing the quality of services of railway transport enterprises requires the development of methodological approaches to assessing the level of management, taking into account that the main element of this system is the focus on the quality of products and services, the development of new technologies, flexible pricing policy and a high culture of service, taking into account the specific requirements and expectations of consumers. It is emphasized that expert evaluation is based on intuitive and logical analysis under conditions of significant uncertainty of the environment or characteristics of the object under study. It is well-grounded that the comparative analysis of statistical characteristics made it possible to form a matrix of advantages and allocate the most influential indicators in each group of factors: 1) scientific and technical factors – modernization of existing equipment and automation and modernization of production processes; 2) organizational factors – improvement of the system of material and technical provision and the work of linear enterprises; 3) economic factors – increasing the level of investment attractiveness and the level of business activity of railway transport enterprises; 4) social factors – improvement of mechanisms of material incentives for employees and recruitment. A conclusion is made about the level of influence of individual indicators in each group of factors on the level of quality management of services of railway transport enterprises, namely: the sum of ranks, average rank, average value in points, moda and median, range of series, normed assessment. Identification of priorities, according to experts, will allow to form a strategy and directions for improving the efficiency of quality management of services of railway transport enterprises. The obtained normed estimates of each indicator open up the possibilities of economic and mathematical modeling, forecasting changes in the overall level of service quality depending on the change in each indicator. Assessment of the generalized degree of consistency of experts’ opinions according to the calculated concordance coefficients indicates a high level of such consistency.