Quality Of Service Delivery Research Articles

The quality of residential aged care in the context of the Australian aged care reforms: A scoping review.

Australia has been undergoing a major aged care reform process since 2012 focused on consumer-oriented home and community-supported care, but little is known about the impact of these reforms on residential aged care delivery. This study aimed to review research about the quality of residential aged care service delivery during the implementation period of these reforms. The review followed a five-stage scoping review framework and searched five databases for articles published between 2012 and February 2022 (the 10-year implementation period of the reforms). Initial searches identified 495 articles. Articles were imported to Covidence™ for title, abstract and full-text screening. Twenty-two articles were included in the review. Articles were framed using the micro (residents and families)/meso (staff)/macro (governance, government) continuum in the operation of residential aged care facilities. Most articles focused on workforce perspectives. Attention was paid to workforce issues and a limited focus was on consumer experience and expectations. There is a need for an evaluation of the reforms as a vehicle for promoting consumer empowerment. Many contributing factors to quality of care were identified, and there were some quality issues that were contrary to the intended objectives of the reforms. These warrant closer attention.

The Relationship of Employee Engagement, Quality of Work Life and Organizational Commitment with Turnover Intention Nurse from Unand Padang Hospital in 2023

This research was conducted with the aim of analyzing the relationship between the implementation of employee engagement, quality of work life and organizational commitment to nurses at Unand Hospital in 2023. This research was carried out at Unand Hospital throughout 2024 using a mix methods research method . This method was used. This was carried out with the aim of knowing the frequency distribution of the relationship between employee engagement, quality of work life and organizational commitment to the turnover intention of nurses at Unand Hospital and being able to explain this further through informant interviews. The research results then showed that there was a negative relationship between the employee engagement of nurses at Unand Hospital, the lower the level of turnover intention of nurses at Unand Hospital, the quality of work-life of nurses had a negative and significant effect on the turnover intention of nurses at Unand Hospital and organizational commitment had a negative and significant effect on the turnover intention of nurses at Unand Hospital. significant impact on the turnover intention of nurses at Unand Hospital. So this shows that if the implementation of employee engagement , quality of work life and organizational commitment is increasingly improved, the level of turnover intention that occurs will decrease. This was also expressed by nurses who stated their low level of turnover intention. while working at Unand Hospital due to the comfort of work, harmony with co-workers and greater career and study opportunities at Unand Hospital. So it is hoped that Unand Hospital will maintain the quality and quantity of its human resources by increasing employee engagement, quality of work life and organizational commitment so that it has an impact on the quality of service delivery to the public.

Enhancing the Quality of Judicial Service Delivery through E-Filing System: The Case of Rukwa District Courts in Tanzania.

E-filing system is advocated for improving the quality of judicial service delivery worldwide; andthis has proved successful in developed countries. In 2016, the Tanzania judicial organ piloted e- filing system and later in 2018, a countrywide rollout proceeded. Despite the adoption of the e- fil ing system, anomalies in the procedures for case filing are common especially in Rukwa Region. Previous studies have not given enough consideration to the aspects and dimensions of quality judicial service delivery through e-filing system such as duration, accessibility and convenience in district courts. This knowledge gap made it difficult for scholars and policy implementers to comprehend the current situation in district courts where reforms in judicial service delivery are ongoing. This study aimed to examine the contribution of e-filing system in the quality of judicial service delivery in Rukwa District courts. This work applied a mixed approach with a case study design using both primary and secondary data. Primary data were collected from 78 respondents through survey method, while seven (7) key informants were involved in interviews and supplemented by non-participant observation method. On the other hand, secondary data were collected through a documentary review. The statistical package for social sciences (SPSS) was used to generate frequencies, percentages followed by correlation analysis. Findings revealed that e-filing system had a potential to improve the quality of judicial service delivery through time saving, increased accessibility and enhanced convenience of specific judicial services such as the case filing. However, the potential of the e-filing system was challenged by disruptions in internet connectivity, limited interoperability and inadequate ICT facilities mainly desktops. The study recommends fostering reliable internet connectivity, enabling the system to operate off-line, to integrate the system with more technological innovations, and optimizing ICT facilities such as laptops or desktops to meet the needs.

The Development of a Calculator for Objectively Evaluating Supervisory Behaviors in Practice.

Supervision has been a popular topic of study by behavior analysts for the last decade. This popularity came about after several hallmark articles were published and key events in our profession enhanced clarity regarding how much impact supervision can have on important variables such as the quality of behavior-analytic service delivery, patient outcomes, staff satisfaction, and level of staff burnout. Despite the increase in the volume of supervision literature, few articles have provided concrete recommendations for how to objectively evaluate supervisory behaviors in practice. In this tutorial, we share how we developed a supervision assessment calculator and tested its efficacy to evaluate supervisory behaviors in our practice. We tested the calculator with mock videos, and compared scores from independent raters to determine if the calculator could be used reliability in practice. We make recommendations for behavior analysts who wish to create objective scoring criteria for supervision in their own practice, and ways in which resources like this can be used to enhance the quality of supervision.

Investigating Factors Affecting the Acceptance of E-Learning among Faculty Members and Students of Macro Medical Universities in Region Three Based on the Davis Model: A Cross-Sectional Study

Background: The integration of information technology into educational systems represents a dynamic educational paradigm that delineates modern education for effective engagement in the third millennium. However, prior to its implementation, efforts should be directed towards identifying the factors influencing its acceptance and utilization. Objectives: The present study aimed to investigate the factors influencing the acceptance of e-learning among professors and students of macro medical sciences universities in the third region based on the Davis model in the year 2023. Methods: This study employed a cross-sectional design. The research instrument consisted of a 25-item Davis questionnaire utilizing a 5-point Likert scale, which was distributed to the samples both in person and virtually following validation and reliability confirmation by experts and a pre-test. The study population comprised 308 professors and 400 students from macro medical sciences universities in Macro Region 3. Data analysis utilized descriptive statistics (frequency, percentage, mean, and standard deviation) and inferential statistics (correlation, analysis of variance, and related tests), using SPSS software version 19 and LISREL software for Structural Equation Modeling.Modeling. Results: Data analysis revealed that the structural model of acceptance of electronic learning technology among the students of the University of Medical Sciences in Macro Region 3 is appropriate and applicable in the academic community. The variable of ease of use on attitude towards use demonstrated a coefficient of 0.41 and a T score of 7.16, while the variable of usefulness on decision to use showed a coefficient of 0.46 and a T-score of 6.31. Additionally, usefulness on attitude towards use displayed a coefficient of 0.49 and a T score of 5.92. Moreover, the variable of attitude towards use on decision to use had a coefficient of 0.47 and a T score of 5.65. Finally, the variable of decision to use on use exhibited a coefficient of 0.49 and a T score of 6.42. Conclusions: Conducting preliminary studies to comprehend the current landscape and elucidate the influencing factors in this regard can facilitate the implementation of related programs and pave the way for their efficacy. Moreover, it is advisable for officials and policymakers to employ technology acceptance theories to deploy new systems and technologies, thereby understanding the factors contributing to their acceptance and application, mitigating the risk of failure and resource wastage, and enhancing the quality of education and service delivery.

Mengoptimalkan Kualitas Layanan: Dampak Implementasi SOP Dalam Layanan Jasa Kurir

This study aims to analyze the impact of implementing Standard Operating Procedures (SOP) on the service quality of PT. Tiki Jalur Nugraha Ekakurir (JNE) delivery services. The results show a positive influence of SOP implementation on the service quality of JNE's delivery services. Clear and easily understood SOPs help JNE employees complete tasks consistently and efficiently, reducing the likelihood of errors and omissions. Additionally, employee commitment and discipline in applying SOPs, along with support and supervision from management, are crucial in improving service quality. The suitability of SOPs with the needs and conditions of the company is also a key aspect to be considered. Based on these findings, it is recommended that JNE continuously improve the quality of its SOPs and ensure their implementation by employees. Furthermore, enhancing other factors such as infrastructure, technology, and human resources is essential to achieve sustainable excellent service.

Learning Framework for Joint Optimal Node Placement and Resource Management in Dynamic Fog Environment

Background: With recent improvements in fog computing, it is now feasible to offer faster response time and better service delivery quality; however, the impending challenge is to place the fog nodes within the environment optimally. A review of existing literature showcases that consideration of joint problems such as fog node placement and resource management are less reported. Irrespective of different available methodologies, it is noted that a learning scheme facilitates better capability to incorporate intelligence in the network device, which can act as an enabling technique for superior operation of fog nodes. Objective: The prime objective of the study is to introduce simplified and novel computational modelling toward the optimal placement of fog nodes with improved resource allocation mechanisms concerning bandwidth Methods: Implemented in Python, the proposed scheme performs predictive operations using the Deep Deterministic Policy Gradient (DDPG) method. Markov modelling is used to frame the model. OpenAI Gym library is used for environment modelling, bridging communication between the environment and the learning agent. Results: Quantitative results indicate that the proposed scheme performs better than existing schemes by approximately 30%. Conclusion: The prime innovative approach introduced is the implementation of a reinforcement learning algorithm with a Markov chain towards enriching the predictive analytical capabilities of the controller system with faster service relaying operations a.

Information technology integration implementation in public sector organizations: Exploring challenges, opportunities, and future trends

This paper provides an overview of challenges, opportunities, and future trends in implementing IT integration within public sector organizations. Employing an exploratory research approach, the study conducts a case study and reviews pertinent literature (2019–2023) on IT integration implementation. Following the PRISMA flow chart, electronic searches in various databases used keywords related to IT integration. The study identifies inadequate technical facilities, insufficient technology, infrastructure, and unsupportive policies as primary barriers. Conversely, the digital era prompts opportunities, compelling organizations to adopt innovative technologies for enhanced productivity and quality service delivery. The paper's uniqueness lies in developing a framework assessing the success of technology integration, allowing for the incorporation of remote and hybrid work models. Future trends in IT integration implementation focus on remote and hybrid work solutions. Contributing to existing literature, the framework emphasizes that failure to extend IT integration implementation to include remote and hybrid work solutions may lead to additional constraints, creating gaps in organizational operation. The review analyzes research gaps and suggests future directions, ensuring effective IT integration implementation, especially in developing countries with significant gaps. This review is particularly relevant given the global surge in technology use over the past two years. Fueled by rapid technological advancements and the constraints of COVID-19, a systematic literature review (SLR) is imperative to demonstrate how IT integration implementation helps public sector organizations improve employee performance, financial outcomes, productivity, and service delivery.

Perceived inadequate welfare of healthcare professionals in Nigeria and its influence on service delivery and patients’ safety

This qualitative study examines the perceived inadequate welfare of healthcare professionals in Nigeria and its influence on service delivery and patient wellbeing, focusing on Enugu State. Three research questions were formulated to guide the study. Data were collected from 12 respondents through oral interviews. The health professionals and patients of three government-owned hospitals in Nsukka LGA formed the study population, where 12 respondents were sampled using purposive and availability sampling techniques. The collected data were analysed thematically. According to the analysis, the welfare of healthcare workers in Nigeria is inadequate. This has a far-reaching impact on the quality of healthcare service delivery and patient’s well-being. The study strongly advocates the need for governmental intervention and collaboration among healthcare professionals to improve working conditions. This study also accentuates the role of social workers in advocating for better healthcare systems and patient safety.

Book Review: Disability practice: Safeguarding quality service delivery by Christine Bigby and Alan Hough

Book Review: <i>Disability practice: Safeguarding quality service delivery</i> by Christine Bigby and Alan Hough

Citizen Charter as Governance Reform Initiative for Quality Services

The Citizen Charter (CC) is implemented to enhance the capabilities of local government in delivering services to people. It represents the official commitment to providing quality services to the public, and all service recipients need to have clear and concise information about the services and goods being provided. At the heart of the discussion on governance reform and the CC lies the question of whether public institutions foster the creation, dissemination, and processing of knowledge on the CC, which could ultimately lead to improved service delivery quality. Thus, this study examines the role of institutional factors such as procedural transparency and clarity, timely service delivery, and grievance handling systems in municipal service delivery post-implementation of the CC. The philosophical underpinning of this study adopts a pragmatic approach, utilizing a sequential explanatory mixed method. The findings reveal that there is increasing procedural transparency, and timely service delivery is gradually improving. However, the grievance handling system within the municipality still appears to be weak. It is evident from the study that the implementation of the Citizen Charter as a governance reform practice must address issues of reliability, responsiveness, and accuracy (RRA) to ensure quality service delivery (QSD) at the local level.

Impact of Quality Service Delivery Challenges on Customer Satisfaction in the Banking Industry: A Case of Stanbic Bank, Zambia

Since Zambia's 1991 economic liberalization, there has been notable growth in the retail banking sector. Quality search is perhaps the most critical consumer trend in recent years because consumers are now more demanding than ever. Customers have diverse options in an era of rapid global change, often relying on brand names for complex financial services. Hence, it becomes imperative to delve into the challenges surrounding quality service delivery and customer satisfaction. A mixed methods approach was adopted, and involved 340 bank customers who attended a questionnaire and 20 customers and bank staff who participated in in-depth interviews. . The study found that the majority (43.8%) of customers were generally satisfied with the services at the bank. The study also found that tangibility and assurance were the service quality dimensions that highly influenced customer satisfaction perception at Stanbic Bank. Tangibility had a positive influence on customer satisfaction (β=0.153), and a p-value (0.028) less than the selected level of significance (0.05), an indication of the influence of tangibility on customer satisfaction. The study concluded that customer satisfaction and loyalty depended on the quality of services the bank provided. At the same time, the study's practical implications suggest that the bank should focus on improving reliability, responsiveness, and empathy to enhance customer satisfaction.

Principals’ Demographic Qualities and the Misuse of School Material Capital in Secondary Schools

Abstract Previous studies tend to not only assess principals’ demographic variables but also use other dependent variables, such as administrative effectiveness, job performance, and student achievement. In the literature, principals’ demographic qualities and the misuse of material capital have been under-assessed. This study used a quantitative approach to investigate the demographic attributes of principals and the abuse of school material capital in secondary schools. Using a questionnaire, data were gathered from 667 secondary school administrators in Cross River State, Nigeria. The findings revealed significant differences in the misuse of school material capital by principals of different ages, professional qualifications, and years of experience. However, major disparities between male and female principals were not identified. More specifically, principals who were older, seasoned, and possessed bachelor’s and Master of Education degrees were efficient managers of school material capital. A high rate of misuse was found among principals who were younger and inexperienced than their counterparts who were young, less experienced, and possessed a postgraduate diploma in education, as well as other professional academic qualifications unrelated to the field of education (e.g., HND, BSc, BA, and MSc). Based on these findings, key implications for quality service delivery and administrative effectiveness were discussed.

Exploring the Scarcity of Municipal Resources as Contributors to Illegal Strikes and Protests in the City of Tshwane Metropolitan Municipality, South Africa

The shortage of resources at municipalities are a national problem in so many ways. By lacking resources and maintenance municipalities are unable to provide communities with quality service delivery. This article aims to highlight the impact of scarcity of resources in the City of Tshwane (CoT) Metropolitan Municipality which bring about illegal and unprotected strikes by employees, and protests by the local community. When residents or employees are unhappy with poor municipal services, be it no water or electricity for days, poor service delivery, low employee salaries or better working conditions, people tend to take to the streets and show their discontentment with lack of proper services by local government. Strikes and protests arise for a number of reasons, though principally in response to economic conditions. When employees strike for better wages or residence for proper services, both demonstrations have an impact on the economic welfare of any country. The methodological rigor of this paper is ethnographical in nature and data was collected through literature study. Major contributions is to identify advanced methods of policing through intelligence gathering and enforcement when or before illegal strikes and protests take place. This will assist in eliminating fear from the public, tourists, non-striking employees, law enforcement officers and local business operators, etc. The implications should instill the norm of zero tolerance to violence and intimidation, and punishments are inevitable within the prescripts of the law of the Republic of South Africa. Enforcing the law by ensuring that legal mechanisms are reactive and punitive will hinder anyone to partake in illegal strikes or protests.

Service Quality and Customer Satisfaction with Commercial Banks in the Nawalpur District

The degree to which a consumer feels that a person, business, or organization has successfully delivered a good or service that satisfies their demands in the circumstances in which they are aware of utilizing the good or service is known as customer satisfaction. The specific objectives of this study are to assess various aspects of service quality provided by commercial banks in Nawalpur, to determine and compare the extent of customers’ satisfaction with the quality of banking services based on different constituent factors, to identify the bank-related factors which influence the service quality. This study is based on primary sources of data. The primary data analysis used different statistical tools like Cronbach's alpha, mean, correlation, and regression analysis. The major conclusion of this is that the level of quality service delivery and its effect on customer satisfaction at commercial banks in Nawalpur. Generally, the responses to service quality dimensions used to measure the performance of the banking services provided by commercial banks in Nawalpur are relatively high.

The Impact of Privatization of Nigeria’s Electricity Industry on the Quality of Electricity Service Delivery in Lokoja Metropolis

This study empirically examined the impact of the privatization of the electricity industry on electricity service delivery in the Lokoja metropolis by Abuja Electricity Distribution Company (AEDC). Data for the study were elicited from copies of structured questionnaire administered to 400 (four hundred) residential electricity consumers in the Lokoja metropolis via the cluster sampling technique. Data were analyzed using simple percentages, frequency distribution tables and the mean (x) score respectively. The rational choice theory which provides insight into how the vested interests of Nigeria’s ruling class compromised the privatization process of the Nation’s electricity industry constituted the theoretical foundation of the study. Findings revealed, among other things, that the privatization of the electricity industry in Nigeria has not translated to significant improvement in power supply in the Lokoja metropolis and that electricity billing is not a fair reflection of the electricity consumption rate in the metropolis. To this end, the study concluded that the privatization of Nigeria’s electricity industry has not impacted positively on electricity service delivery in the Lokoja metropolis. Consequently, the study recommended, amongst others, that the Nigerian government should put in place measures to attract globally reputable electricity utility companies to invest in the Nation’s electricity industry and prepaid metering as against estimated billing should be the sole criterion for determining electricity consumers' tariff in the country.

On Road Vehicle Helper (ORVH) React Native Application

The On Road Vehicle Helper (ORVH) application serves as a vital tool for individuals encountering mechanical issues with their vehicles, especially in remote or faraway locations. This paper introduces ORVH as a reliable platform connecting clients with legally endorsed and proficient mechanics. Users can access a curated list of experts through a streamlined application process, facilitating prompt assistance in challenging situations arising from vehicle breakdowns. Furthermore, the ORVH framework prioritizes the engagement of accredited mechanics, ensuring quality service delivery. This paper highlights the significance of ORVH in addressing the uncertainty faced by vehicle owners regarding mechanical failures in remote areas, providing them with a feasible solution to mitigate such concerns effectively. This is a revolutionary application designed to make your travel experience seamless and convenient. Combining the power of Google Maps with features inspired by popular ride-sharing apps like Ola, it helps us discover nearby shops and reach them effortlessly during your journey.

Resource Scheduling Optimization of Fresh Food Delivery Porters Considering Ambient Temperature Variations

In the context of an evolving socio-economic landscape and rising living standards, the online market for fresh products, encompassing fruits, vegetables, meats, dairy, and eggs, has seen substantial growth, necessitating sophisticated logistics for e-commerce home delivery. This study tackles the distinct challenges of fresh product delivery, which demand rigorous adherence to climate conditions and product mix during transport, significantly influencing the operational strategies and scheduling of delivery platforms. To address these challenges, a comprehensive mathematical model was developed to optimize fresh food home delivery scheduling, focusing on reducing spoilage rates and accommodating the dynamic impact of environmental temperature changes. The model posits assumptions of a consistent and ample supply of fresh goods, standard initial quality loss, and efficient porter assignment for multi-category order combinations. It introduces three objective functions, targeting the minimization of fresh food loss, maximization of customer satisfaction, and reduction of distributor costs. The efficacy of the model and its genetic-algorithm-based solution method was assessed through numerical analysis and case studies, illustrating that the model enhances delivery efficiency and service quality across varying temperature conditions. This substantiates the critical role of environmental temperature management in optimizing fresh food delivery, offering a robust framework for advancing logistical operations in the perishable goods sector and ensuring quality and efficiency in fresh food e-commerce delivery.

Patient Satisfaction With the Health Care Services of a Government-Financed Health Protection Scheme in Bangladesh: Cross-Sectional Study.

Since 2016, the government of Bangladesh has been piloting a health protection scheme known as Shasthyo Surokhsha Karmasuchi (SSK), which specifically targets households living below the poverty line. This noncontributory scheme provides enrolled households access to inpatient health care services for 78 disease groups. Understanding patients' experiences with health care utilization from the pilot SSK scheme is important for enhancing the quality of health care service delivery during the national-level scale-up of the scheme. We aimed to evaluate patient satisfaction with the health care services provided under the pilot health protection scheme in Bangladesh. A cross-sectional survey was conducted with the users of the SSK scheme from August to November 2019. Patients who had spent a minimum of 2 nights at health care facilities were selected for face-to-face exit interviews. During these interviews, we collected information on patients' socioeconomic characteristics, care-seeking experiences, and level of satisfaction with various aspects of health care service delivery. To measure satisfaction, we employed a 5-point Likert scale (very satisfied, 5; satisfied, 4; neither satisfied nor dissatisfied, 3; dissatisfied, 2; very dissatisfied, 1). Descriptive statistics, statistical inferential tests (t-test and 1-way ANOVA), and linear regression analyses were performed. We found that 55.1% (241/438) of users were either very satisfied or satisfied with the health care services of the SSK scheme. The most satisfactory indicators were related to privacy maintained during diagnostic tests (mean 3.91, SD 0.64), physicians' behaviors (mean 3.86, SD 0.77), services provided at the registration booth (mean 3.86, SD 0.62), confidentiality maintained regarding diseases (mean 3.78, SD 0.72), and nurses' behaviors (mean 3.60, SD 0.83). Poor satisfaction was identified in the interaction of patients with providers about illness-related information (mean 2.14, SD 1.40), availability of drinking water (mean 1.46, SD 0.76), cleanliness of toilets (mean 2.85, SD 1.04), and cleanliness of the waiting room (mean 2.92, SD 1.09). Patient satisfaction significantly decreased by 0.20 points for registration times of 16-30 minutes and by 0.32 points for registration times of >30 minutes compared with registration times of ≤15 minutes. Similarly, patient satisfaction significantly decreased with an increase in the waiting time to obtain services. However, the satisfaction of users significantly increased if they received a complete course of medicines and all prescribed diagnostic services. More than half of the users were satisfied with the services provided under the SSK scheme. However, there is scope for improving user satisfaction. To improve the satisfaction level, the SSK scheme implementation authorities should pay attention to reducing the registration time and waiting time to obtain services and improving the availability of drugs and prescribed diagnostic services. The authorities should also ensure the supply of drinking water and enhance the cleanliness of the facility.

Mapping key actors in family support. A European perspective

Research has proven that family is the context for the development and well-being of the new generation, and parents need support in order to fulfill children and young people’s physical, cognitive, emotional, and social needs. Most EU policy relating to children and young people is mediated through family even if this is not explicitly named. At a national level, European countries have been encouraged to offer family support initiatives through local authorities that promote positive parenting and guarantee children’s rights. The current challenge in the family support landscape consists of engaging the European level with the local and national structures, in order to support the delivery of quality family support systems and services across Europe. This article reports on the progress in this area by the European Family Support Network (EurofamNet). EurofamNet was created with the purpose of establishing a pan-European family support network to inform family support policies and practices in order to contribute with global actions to face current challenges in family support agenda at European level. This paper introduces the mapping exercise performed by the network to identify key family support actors for research, policy, and practice at the European, local and national level. For this purpose, an expert-targeted approach was followed. Two experts identified 83 key family support actors at the European level, and a panel of 22 experts jointly identified 326 key actors and organizations in 17 European countries. The analysis of this mapping exercise offers an interesting mosaic of family support provision in different European countries that reflect both intra- and inter-network diversity in nature, scope, and sectors of family support actors and organizations. At the same time, this mapping exercise contributes to creating social fabric with the potential to facilitate knowledge mobilization of quality standards to be implemented for the guarantee of quality provision in family support in Europe. Practical implications for the development of the family support and wider services fields of this novel initiative of connecting the efforts of key actors in family support throughout Europe are discussed.