Service Quality Indicators Research Articles

Measuring the Service Quality at Multimodal Public Transport Interchanges: A Needs-Driven Approach

Multimodal interchanges are key components of integrated public transport systems. A better understanding of the perceptions, needs, and priorities of public transport users as they travel through transport interchanges is needed to provide insight into the design of future integrated interchanges that will ultimately benefit users. This paper aims to help fill this gap by describing the development of a tool that can be used to measure the service quality of multimodal interchanges from a passenger’s viewpoint, taking into account a set of predefined criteria that can easily and cost effectively be measured on site. A mixed methods approach is discussed, and demonstrated for a case study at three public transport facilities in Durban, South Africa. The results show that users of different genders and age groups have different requirements of interchange facilities, and that knowledge of local preferences is important for effective management and design. The external validity of the multimodal service quality index is demonstrated as it ranks the three facilities in the same order of quality as independent satisfaction ratings obtained from users.

Relationship Between Nurse Caring and Parents Anxiety Level in Children Who Has Hospitalized Based on Approach Swanson Theory

Parents have a very supportive role for chidren. Especially in children who are experiencing hospitalization. Hospitalization can have an impact on both the children and the parents. In general, anxiety is one of the effects of hospitalization on both children and parents. So that the nursing care needed t address hospitalization is not only focused on children but also on parents. Comprehensive nursing care is an indicator of professional service quality by nurses which can be demonstrated by caring behavior. The purpose of this research is to find out the relationship between nurse caring and parental anxiety levels in children experiencing hospitalization is based on the swanson theory approach. This research is a literature review using several literature search strategies, namely using the PICOS, keywords used nurse caring, parental anxiety, child hospitalization and the database used was Garuda, Google Scholar, ProQuest and PubMed. There is a significant relationship between nurse caring and the level of anxiety of parents whose children are hospitalized. Nurse caring based on the Swanson theory is a caring behavior that can be nurtured and evaluated at any time. So that the caring of nurses based on Swanson theory is expected to reduce parental anxiety levels in chidren experiencing hospitalization. And furthermore can have positive effects such as accelerating recovery, shortening hospitalization and increasing patient and family satisfaction.

Organizational Performance Achievements at The Tanjungpinang City District Office

The Tanjungpinang Kota District Office is a public organization located in the Tanjungpinang City area. Tanjungpinang Kota sub-district has the task of carrying out the wheels of government and public services at the sub-district level. The achievement of these goals is certainly influenced by the performance of the organization as a whole. As a sub-district located in the City, this is certainly a representation of other sub-districts that researchers are interested in discussing. This study aims to analyze how the performance of the Tanjungpinang City District organization in achieving goals according to the vision and mission. To see the performance of Tanjungpinang City, the researchers looked at various aspects, namely, productivity, responsiveness, service quality, cooperation, resource use and timeliness. The second objective is to describe the factors inhibiting organizational performance in Tanjungpinang Kota District. This research is a qualitative descriptive study with reference to the concept of performance indicators coupled with the existing conditions at the research locus. Based on the results of the study, it can be explained that the organization's performance has been going well, such as the indicators of productivity, responsiveness, service quality, cooperation and timeliness. The indicators that still have obstacles are human resources and infrastructure.

Performance of the Social Service for Women's Empowerment and Child Protection in Distributing Social Assistance to Communities Affected by Covid-19 in Medan City

The purpose of this study was to assess the performance of the P3A Social Service of Medan City in distributing social assistance to villages affected by COVID-19. This study uses a qualitative descriptive methodology with an inductive approach. Data triangulation approaches such as observation, documentation, and interviews were used to obtain data. Data reduction is the first step in the data analysis process, followed by data presentation and conclusion drawing. Using Agus Dwiyanto's theory with indicators of Productivity, Service Quality, Responsiveness, Responsibility, and Accountability, the research findings show that the performance of the Social Service in providing social assistance to people affected by COVID-19 is considered good. Based on the findings, the percentage of social assistance distributed has reached 90 percent. Suggestions that the author can give in order to improve the quality of services include: first, continue to socialize social assistance in the community, second, provide service posts and information about social assistance, and realize an increase in the number of Social Service personnel with knowledge of social assistance.

Assessment of Quality of Household Solid Waste Collection by Private Service Providers in Bujumbura City

Public provision of municipal solid waste collection services in developing countries is characterised by poor service delivery. This paper examines if privatisation has led to better quality of households’ waste collection services in Bujumbura city, Burundi. The paper is based on 308 questionnaire survey of Bujumbura households’ living in high, middle and low class residential facilities served by private service providers; coupled with interviews and document analysis. The quality of service is based on nine service quality indicators. About 28.8% of registered households for waste collection paid and serviced by private service providers. Waste collection is varied and mostly every two weeks, yet license stipulates once per week; whereas charges are varied and higher than the set rates. Ordinal probit regression analysis shows that out of 9 service quality indicators, 6 are significant at household level and 5 on the residential class. Households’ living in high class residential expresses greater satisfaction with quality of service than those who live in middle and low class residential. The paper recommends regular monitoring and supervision of solid waste collection by private service providers for quality services delivery to households in Bujumbura city.

PENGARUH KETIDAK PASTIAN LINGKUNGAN BISNIS TERHADAP KINERJA ORGANISASI - TOTAL QUALITY MANAGEMENT SEBAGAI PEMODERASI

The purpose of this research is to describe and analyze the relationship between employee empowerment and service quality improvement. The approach used is a quantitative descriptive approach. The research population is culinary companies in the city of Makassar. Data were collected using a survey with the technique of determining the company as the sample is the convenience sampling technique. A total of 120 questionnaires were circulated to be filled out by the owner, manager or at least the supervisor level. A total of 97 questionnaires were returned and after being checked, were declared complete for analysis. Data analysis was carried out descriptively and then tested for validity and reliability. Valid and reliable indicators of employee empowerment and service quality are then tested with classical assumptions to ensure that the data found can be processed parametrically, namely correlation and regression analysis for hypothesis testing. The results of the correlation analysis show that there is a strong correlation between employee empowerment and service quality improvement and the results of the hypothesis test state that employee empowerment has a significant effect on improving service quality. The implication of this research is that continuous empowerment of employees needs to be done so that the quality of service is getting better. It is recommended that further research be carried out in other business.

Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Perusahaan Daerah Air Minum (PDAM) Sumber Pocong Kabupaten Bangkalan

Clean water is a vital community need that needs special attention. The government needs to provide it adequately as a form of the mandate of the 1945 Constitution. Perusahaan Daerah Air Minum (PDAM), as a representation of the government, becomes an institution that takes on a role in meeting the needs of clean water. The increasing demand for clean water with a rising population needs to be balanced with good service. This research uses a case study in PDAM Sumber Pocong Bangkalan. PDAM Sumber Pocong serves various community needs, including registration, checking water bills, to payment. The assessment of service quality at PDAM Sumber Pocong is expected to be an input to improve the company's performance in the context of service. Customer satisfaction is a measure of service quality performance. This study aims to measure service quality and customer satisfaction of PDAM Sumber Pocong Bangkalan clean water and determine the effect of service quality and customer satisfaction. Three indicators of service quality (reliability, assurance, and facilities) and four customer satisfaction indicators (product quality, price or cost, service, and emotion) proved to be appropriate and relevant measures. Meanwhile, from the path analysis test, the service quality variable has a significant effect on the customer satisfaction variable.

Design and optimization of structured cables systems for automation of production processes of the enterprise

The object of research is the process of improving the network architecture of enterprises in order to further optimize production processes. The subject of research is the design and optimization of structured cabling systems to automate the production processes of the enterprise. The aim of the work is to improve the method of designing and optimizing structured cabling systems for the transport needs of the cellular network for the needs of the enterprise. The study determined that the process of planning a radio network to automate production processes of the enterprise must be performed in accordance with the following sequence of steps: design of radio network coverage to determine the location of each base station (5G - gNb) and construction of communication transport segment with location cross-country premises. In this paper, research is conducted on the construction of a communication transport segment with the location of cross-country premises. For this purpose, the scope of the statistical method is determined and the choice of the location of the technical premises of the cross floor is substantiated. Conclusions. The research conducted in this paper allowed to develop methods for improving the network architecture of enterprises in order to further optimize production processes. As part of this, a 5G network planning method was developed to automate the production processes of the enterprise, which is to consistently ensure the design of the radio network coverage to determine the location of each base station using an optimized model to estimate the loss of radio signal power. bandwidth, number of connections and reliability and construction of the communication transport segment with the determination of the optimal location of cross-country premises. The developed method makes it possible to plan the optimal structure of the 5G cellular network to optimize production processes, evaluate and reduce the total cost of building the network, while providing the necessary indicators of service quality of network nodes and its reliability.

Analisis Kualitas Pelayanan PT Kereta Api Divre Ii Sumbar Rute Padang – Pariaman

This study aims to analyze the effect of service quality on community satisfaction of users of the West Sumatra Divre 2 Railroad service on the Padang - Pariaman route. Can be seen from the 5 service quality indicators, namely 1) tangible 2) reliability 3) responsive 4) assurance 5) Empathy. This type of research is a descriptive study using a quantitative approach that uses primary data as research data and was obtained from a questionnaire filled out by the community users of the West Sumatra Divre 2 Railroad service, specifically the Padang - Pariaman route. The sample of this research is 100 people or users of the Railroad service. The sampling technique used is probability sampling using accidental sampling method. The data analysis technique used is descriptive analysis and GAP analysis (gap or difference between perception and expectations) using Cartesian diagrams. The results of the analysis show that the five indicators of service quality in PT KeretaApiDivre 2 West Sumatra - Padang route Pariaman are in both categories in terms of perception and expectations of service users. Providers of the results of the analysis with the importance of matrix performance and Cartesian diagrams of all indicators in the table of recipient or service user satisfaction index. The results showed that the quality of service at PT KeretaApiDivre 2 West Sumatra route Padang - Pariaman has provided good service to the people who use Railroad services. Therefore, it is suggested to PT KeretaApi to continue to improve the quality of service to the community of Train users.

Public Service Quality in Administration in Kalidoni Kelurahan Office, Palembang City

The purpose of holding this research is to see the service quality of the Kalidoni Urban Village Office, Palembang City, the supporting and inhibiting factors of service at the Kalidoni Village Office, Palembang City. Quality public service or what is commonly referred to as excellent service is the best service that meets service quality standards. To see the quality of service that is actually perceived by consumers, there are indicators of service quality that lie in the five dimensions of service quality, namely: physical evidence or physical evidence, reliability or reliability, responsiveness or response, assurance or assurance, empathy. Empathy This research uses a qualitative approach with a descriptive level of explanation. Data or information is collected through informant interviews. The type of data used in this study is included in the type of qualitative data obtained from interviews with informants, as well as in documents, documents, journals and other literature relevant to this research. The data techniques used include interviews, observation and documentation. The data analysis technique used in this study is an analysis using an interactive model which includes three components of the analysis, namely reduction, data presentation, and conclusion drawing. The results showed that based on the Tangible dimension (physical evidence), the availability of facilities and infrastructure to support the convenience of services such as waiting rooms, parking lots, toilets, prayer rooms, suggestion boxes, and service counters at the Kalidoni Village Office, Palembang City Based on the dimension of reliability, service procedures are a little indifferent due to improper turnaround time. Based on the dimension of Responsiveness, officers do not give a positive response to community complaints, and there is no follow-up to the criticisms and suggestions submitted. Based on the dimension of Assurance, there is still a delay in the process of completing the services provided that are not in accordance with the existing Standard Operating Procedures (SOP) because there are still people who do not complete the required requirements, so they are required to complete these requirements to be able to continue the procedure. Emphaty dimension (Empathy), the lack of attention given by the officers and the lack of hospitality received by the community are complaints that are often raised by the public.

No impact of performance-based financing on the availability of essential medicines in Burkina Faso: A mixed-methods study.

Access to safe, effective, and affordable essential medicines (EM) is critical to quality health services and as such has played a key role in innovative health system strengthening approaches such as Performance-based Financing (PBF). Available literature indicates that PBF can improve EM availability, but has not done so consistently in the past. Qualitative explorations of the reasons are yet scarce. We contribute to expanding the literature by estimating the impact of PBF on EM availability and stockout in Burkina Faso and investigating mechanisms of and barriers to change. The study used an explanatory mixed methods design. The quantitative study component followed a quasi-experimental design (difference-in-differences), comparing how EM availability and stockout had changed three years after implementation in 12 PBF and in 12 control districts. Qualitative data was collected from purposely selected policy and implementation stakeholders at all levels of the health system and community, using in-depth interviews and focus group discussions, and explored using deductive coding and thematic analysis. We found no impact of PBF on EM availability and stockouts in the quantitative data. Qualitative narratives converge in that EM supply had increased as a result of PBF, albeit not fully satisfactorily and sustainably so. Reasons include persisting contextual challenges, most importantly a public medicine procurement monopoly; design challenges, specifically a disconnect and disbalance in incentive levels between service provision and service quality indicators; implementation challenges including payment delays, issues around performance verification, and insufficient implementation of activities to strengthen stock management skills; and concurrently implemented policies, most importantly a national user fee exemption for children and pregnant women half way through the impact evaluation period. The case of PBF and EM availability in Burkina Faso illustrates the difficulty of incentivizing and effecting holistic change in EM availability in the presence of strong contextual constraints and powerful concurrent policies.

Prescriptions as quality indicators of pharmaceutical services in Polish community pharmacies

BackgroundAssessment of community pharmacies’ quality of service is a very difficult task, resulting from the multiplicity and variety of provided services as well as patient-related factors (i.e. their health condition, expectations, education level or cultural and social background). Although proceedings of pharmaceutical professionals are to a great extend legally determined and described in various acts and regulations, work diligence should be one of the most characteristic traits of a professional pharmacy employee. Many publications addressing the quality of services provided by pharmaceutical employees focus on patient satisfaction, here the authors focused on more objective methods i.e. prescription analysis.ObjectiveThe main aim of the study was to assess whether post-inspection National Health Fund reports would constitute a reliable source of quality assessment of pharmaceutical services provided by community pharmacies.MethodsThe study is an in-depth quality and quantity analysis of 28 post-inspection quarterly reports conducted by the National Health Fund between 2013 and 2019.ResultsVast majority of inspections ended in stating a variety of irregularities.ConclusionsThe analysis of irregularities contained in the National Health Fund’s post-inspection reports does not seem an appropriate indicator of assessing the quality of pharmaceutical services provided in community pharmacies, because of its targeted character. Inappropriate performance of professional duties by staff members is the main source of irregularities in the implementation of prescriptions for reimbursable medications. There is a need to improve staffs’ professional competence and ultimately the quality of pharmaceutical services.

The critical factor: The role of quality in the performance of supported accommodation services for complex mental illness in England.

Rehabilitation services have a key role in ensuring integrated and comprehensive mental health (MH) care in the community for people suffering from long-term and severe mental disorders. MH-supported accommodation services aim to promote service users' autonomy and independence. Given the complexity associated with MH-supported accommodation services in England, a comparative evaluation of critical performance indicators, including service provision and quality of care, seems to be necessary in designing evidence-informed policies. This study aims to explore the influence of service quality indicators on the performance of MH-supported accommodation services in England. The analysed sample includes supported accommodation services from 14 nationally representative local authorities in England from the QuEST study grouped by three main types of care: residential care homes (divided into two subgroups: move-on and non-move-on oriented), supported housing and floating outreach. EDeS-MH (efficient decision support-mental health) was used to assess the performance indicators for the selected services by combining a Monte Carlo simulation engine, data envelopment analysis and a fuzzy inference engine for integrating expert knowledge. Depending on the type of care, six/seven quality domains were sequentially included after a baseline scenario (only technical) was analysed. Relative technical efficiency scores for the baseline scenarios revealed high performance in all the selected supported accommodation services, but the statistical variability was high. Quality domains significantly improved performance in every type of care. The inclusion of quality indicators has a positive impact on the global performance of each type of care. Remaining at the corresponding services more than expected for two years has a negative impact on performance. These findings can be considered from a planning perspective to facilitate the design of pathways of care with more realistic expectations about gaining autonomy in two years.

Prioritizing enablers for service quality in healthcare sector – a DEMATEL approach

PurposeThe Healthcare sector is one of the important sectors of the Service Industry. It is believed that in this sector, the customer server relationship is very critical, and even the slightest gap in the people quality may have a huge impact on the delivered service quality. Some of these enablers are doctors, nursing staff and support staff. Furthermore, the nonpeople quality enablers such as diagnostic services, facilities, hygiene levels and so on are also likely to impact the delivered service quality. It was also felt that the degree of impact each enabler has on the service quality could vary. Therefore there is a need for structured and deep analysis. The paper attempts to identify, analyze and prioritize the enablers that impact the delivered service quality.Design/methodology/approachThe enablers have been identified through literature review and inputs from experts in the healthcare fraternity. The authors have explored different decision-making tools such as analytic hierarchy process (AHP), analytic network process (ANP), stepwise weight assessment ratio analysis, Hybrid Model and DEMATEL (Decision-Making Trial and Evaluation Laboratory) for the analysis of data in this paper. Based on the strengths of the approach and careful considerations by focus group discussions, DEMATEL was chosen as the best option. It is simple, unique, sparingly used in the healthcare sector, effective in prioritizing and gives meaningful insights on importance, cause and effect factors. DEMATEL approach converts the complex problem with interrelated factors into a clear structure that makes simple interrelationships among factors in the form of cause and effects digraph, and hence, the authors chose to use it. A case study in one of the hospitals has also been conducted to demonstrate the applicability of the developed index. The case study very strongly validates the developed index.FindingsThis research paper has found that there are people quality enablers such as the doctor, nursing staff, support staff and nonpeople quality enablers such as facilities, diagnostic services and hygiene levels maintenance, which impact the delivered service quality. It also concludes that the delivered service quality depends not only on the quality but also on the availability of these enablers. The inputs received from the experts have been run through the DEMATEL methodology and importance computed for each. The top five priority enablers are Quality of Doctor, Availability of Doctor, Quality of Support Staff, Quality of Nursing Staff and Availability of Support Staff.Research limitations/implicationsThe weights of the enablers have been obtained using the DEMATEL tool. These weights have been calculated using the inputs from 22 experts, which meets the statistical requirement (Skulmoski, 2007). However, a larger group of experts can be reached, and based on the inputs received from them, the tool can be revalidated for repeatability and reproducibility. Using Fuzzy DEMATEL can also be explored for further analysis.Practical implicationsThe proposed framework to assess the service quality level of a healthcare organization is based on a sound approach of DEMATEL. The service index arrived, thereafter, can be used to rate the delivered service quality by any healthcare organization. It can be used to compare the similar type of healthcare organizations across locations. This Index can facilitate improvements in the healthcare organization through internal and external benchmarking. It also helps the organization to know the gaps, understand the root cause, improve upon them and become the best in class. This Index uses the inputs from the end customers to calculate the rating, which makes it more reliable and accurate. The overall scores obtained from the Index can provide the ranking to the healthcare providing organizations and options to customers to choose from best. The service quality index can be used by an organization to continuously monitor their delivered service quality scores and improve them to become the best in class. The research paper highlights the significant role played by the people quality and its strong impact/contribution on the delivered service quality. Hence, it is believed that it will encourage the healthcare organizations to prioritize the improvement and upgrade of the people quality over the nonpeople quality aspect.Originality/valuePutting people and nonpeople quality enablers in one single model and assigning weights to them using the DEMATEL approach is a new application in healthcare. Developing an Index to measure the delivered service quality in the healthcare sector is also different and new.

TRENDS IN THE CATERING AND ACCOMMODATION BUSINESS IN THE MORAVIAN SILESIAN REGION

The development of tourism trends significantly influences the tourist attractiveness of the destination ad increases tourist attendance. The paper presents the results of the research Tourist Trends in the Moravian Silesian Region (MSR), which focused on examining trends in accommodation and catering facilities, as a significant part of tourism services. The research area included trends and innovations in the field of services and the reaction of the offer of these services due to the change in the preferences of customers and visitors to these facilities. The main goal of the paper was to identify new trends in the offer of accommodation and catering services and to determine factors affecting repeat visit or purchase. Quantitative research using a questionnaire survey and qualitative research using structured interviews with business representatives in 2017 and 2020 was used and the results were compared. The opinions of visitors and representatives of the business on service quality indicators were compared. The dependence of service quality indicators related to repeat visits or service purchases was examined using the chi-squared test of independence. Evaluations of some service quality indicators did not confirm their dependence on repeat visits/purchases. Representatives of accommodation and catering services have a common opinion on the importance of specific indicators of service quality for repeat guest visits. The survey showed changes in the offer and quality of services of accommodation and catering companies in the Moravian Silesian Region due to changing preferences of the customers. The formulation of new trends in this part of the offer of tourism can serve as an inspiration for local entrepreneurs in the region and lead them to develop new products and introduce new services, to increase their business success and also to increase tourist attendance in the region.

Analisis Layanan Penerimaan Berkas Pencairan Santunan Kematian Di Kecamatan Kluet Timur

East Kluet District was the first to apply for a public service innovation program, one of which was the service program for receiving death compensation disbursement files in East Kluet District. This research was conducted because there was a gap that occurred in the people of East Kluet when they received deathcompensation services in the district capital, namely Tapaktuan District, the gap gave an unfavorable impression on the quality of public services. This study aims to determine the quality of public services in the service of receiving death compensation disbursement files in East Kluet District. Service quality can be measured by the performance of public organizations in providing services to the community. There are 8 indicators of service quality, namely: simplicity, clarity and certainty, security, openness, efficiency, economy, equitable justice, and timeliness. The type of research used in this study is a qualitative descriptive method by taking the focus of research in East Kluet District. Respondents used in this study were service providers, namely Setcam Kluet Timur and people who received death compensation services in East Kluet District. Data collection techniques used are interviews and field observations. After testing, the quality of public services in the service program for receiving death compensation disbursement files in East Kluet District according to the indicators, obtained maximum results. This means that the service program for receiving death compensation disbursement files in East Kluet District has met the quality of public services

The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty

Pujasera Melawai is one area in implementing the DKI Jakarta tourism office program. There are many traditional cuisine menus to choose from, one of which is Restaurant XYZ. This study determines the effect of the product, service quality, & customer satisfaction on customer loyalty in Restaurant XYZ. This study was based on quantitative methods with data collection using a questionnaire by accidental sampling and qualitative method by interviewing the owner of Restaurant XYZ. Quantitative data was taken by anyone who met the purchase requirements at least two times at Restaurant XYZ. The sample was 100 respondents that were analyzed by regression logistics. Based on the questionnaire result and interview with customers and key informants, the three indicators of product and service quality most influential to customer satisfaction and loyalty are response accuracy, product uniqueness, and employees' attention that makes customers happy and want to return restaurant. Based on the results, customer loyalty has a probability of 76.8 percent affected which product quality and customer satisfaction, service quality affects customer loyalty in Restaurant XYZ.

The Influence of Nurse Competence and Performance on Quality of Service and Patient Satisfaction

Nursing care is significant in determining the quality of service in hospitals, and one of the indicators of service quality is patient satisfaction. This study aimed to determine the effect of nurse competence and performance on service quality and patient satisfaction. This was a quantitative cross-sectional study, and data were analyzed using path analysis t-test. There were 100 respondents and data collection was through interviews. This research was conducted at the Pusdikes Hospital in Jakarta. The factors that affected satisfaction were performance (p = 0.042) and service quality (p < 0.001). Competence, performance, and service quality also affected satisfaction in combination (p < 0.001). The variables that affected service quality were competence (p < 0.001) and performance (p = 0.004). Furthermore, competence and performance also had a simultaneous effect on quality (p < 0.001).
 Keywords: competence, nurse performance, service quality, patient satisfaction

Assessing validity and reliability of a new tool: the ECSQ (Endoscopy Customer Satisfaction Question-naire) in Italian for customer satisfaction in digestive endoscopy.

The European Society of Gastrointestinal Endoscopy and the American Society for Gastroin-testinal Endoscopy recommend the identification of quality indicators for endoscopy services, including patient satisfaction. Patients happy with the treatment received will be more willing to participate in screening programs and more adherent to the indications received from the doctor. The aim of this study is to validate the Endoscopy Customer Satisfaction Questionnaire in Italian, in order to have a valid and reliable tool that can allow each patient to fully describe their experience in digestive endoscopy services. The validation of the questionnaire was carried out through a a monocentric cross-sectional study, in the endoscopy service of the Campus Bio-Medico University Hospital in Rome between August and September 2020. A total of 155 patients underwent an endoscopy. The mean age of the sample was 56.21 years (SD ± 14.136) with 46.5% male and 53.5% female. The analysis of the validity and reliability of the question-naire was ensured through the finding of an average value of 0.944 for Cronbach's α. From the analysis of the results, we can therefore believe that the Italian version of the En-doscopy Customer Satisfaction Questionnaire is to be considered valid and reliable for measuring patient satisfaction, allowing them to express their point of view.

Systematization and monitoring of quality parameters of overhead power transmission lines functioning

On the basis of quality control methods, the analysis of the causes of technological disturbances (accidents) on overhead power lines was carried out. In particular, the Ishikawa diagram, the Pareto diagram were developed, which made it possible to systematize the main causes of technological violations. The necessity of monitoring the indicators of the reliability of the functioning of overhead power transmission lines by means of information-measuring systems has been substantiated. The structure of an information-measuring system for monitoring parameters that have a negative impact on the functioning quality of overhead power transmission lines is proposed. The proposed system is aimed at ensuring the reliability of the electrical networks operation and improving the quality indicators of services provided to consumers for the transmission of electrical energy.