Level Of Service Quality Research Articles

How young pedestrians perceive walkways: gender differences

Promotion of active mobility is a strategy to discourage motorized mobility and solve problems linked to environment protection. Particularly, walking could be considered as an alternative to short trips made by car in more densely inhabited areas. For promoting pedestrian mobility, the quality levels of pedestrian paths should be increased. At this regard, collecting pedestrians’ perceptions about the path characteristics is fundamental. In this paper, perceptions are collected in terms of Stated Preferences (SP) by detecting the choices pedestrians would make in hypothetical scenarios characterized by certain service quality levels. More specifically, this work aims to analyze pedestrian preferences by highlighting gender differences through discrete choice modelling. An SP survey was addressed to a sample of 240 Italian university students, and mixed logit models were calibrated. The results highlight how women and men perceive differently some walkway characteristics

Research on secure workload execution scheme in heterogeneous cloud environment

<span lang="EN-US">The increasing demand for the hardware, software and infrastructure is playing a big role in the information technology domain towards the need of customer’s specific requirements. Cloud computing is a major backbone for providing such services over the internet. It includes the services such as applications, storage, network, scalability, sharing, virtualization, confidentiality, security, authentication, and integrity. A large number of data intensive workflow applications uses heterogeneous cloud environment for communication and computation operation. An intruder/attacker will utilize these environments for their benefit by flooding malicious links, unwanted information and others. In cloud environment, detecting a malicious device/packet during workflow execution is a critical and challenging task. The various workflow method with security, service level agreement (SLA) and quality of service (QoS) have been modelled in recent time; However, these models are not efficient in detecting malicious users and maintaining high level of QoS or workflow applications. This article focus is on addressing research future direction, issues and challenges of work in meeting secure and efficient workflow execution model for heterogeneous cloud environment.</span>

Factors Affecting Thetaxpayer's Kepa God for Rural and Urban Land And Buildings (PBB-P2) In DKI Jakarta Province

This study aims to determine the factors that influence taxpayer compliance in paying PBB- P2 in DKI Jakarta Province, the obstacles found and the efforts that have been made. The author uses primary and secondary data which is then analyzed using a qualitative descriptive method. The population in this study amounted to 2,124,383. Sampling technique with probability sampling method. Samples were obtained as many as 400 respondents using the Slovin formula. The data analysis method used is multiple regression analysis. Data collection techniques using a questionnaire. The analysis used is SPSS version 25 application software. The results show that tax sanctions, tax relief, service quality, and economic level have a significant positive effect on PBB-P2 Compulsory Compliance in DKI Jakarta Province. Some suggestions in this study are optimizing socialization activities as often as possible to inform the importance of paying PBB-P2 for the development of the local area, taxpayers are expected to report changes to their address and building to the officer, hold whitenings for ownership certificates, online issuance of SPT PBB-P2, collection of receivables smoothly, conduct socialization related to tax incentives, and so on.

Could Failures in Peer to Peer Accommodation Be a Threat to Public Health and Safety? An Analysis of Users Experiences after the COVID-19 Pandemic.

Peer to Peer (P2P) accommodation has effected a disruptive change in cities and traditional tourist destinations, with considerable growth in the number of customers and hosts offering services worldwide. This growth is not without the problems that arise from service quality failures. Previous research has largely concentrated on positive consumer responses to P2P accommodation, while failures in service have been neglected. Research regarding the impacts of failures on health and safety issues is particularly scarce, especially after the pandemic. Therefore, this research is exploratory in nature and drew on the real experiences of 91 guests worldwide since the beginning the pandemic until 2022. It analyses failures in public health and safety regarding P2P accommodation, classifying them and expanding the categories in order to design recovery strategies to mitigate the negative impacts. The findings provide novel insights that help understand failures in P2P accommodation from a guest's perspective. Moreover, this research suggests recommendations to platforms and hosts that will help improve the levels of service quality and trustfulness for this type of accommodation.

The Impact of the Covid-19 Pandemic Aspects on the Quality of Health Services in Jordan

This study is a combination between quality management and crisis management within a vital sector, i.e., the health sector, which requires continuous improvement and sustainability of its services that guarantee quality standards. This study aims to investigate the impact of the Covid-19 pandemic on the quality of health services in Jordan. An electronic national survey was designed and distributed after conducting the pilot study consisting of 50 respondents. The data was collected from 334 COVID-19-infected patients and non-infected patients who benefited from the medical services in Jordan. The results of the SEM-PLS confirm a statistically significant positive impact of Corona pandemic on the quality of health services. In addition, it shows a high agreement on the health service quality level. This study concludes that Jordan, like the countries of the Eastern Mediterranean and North Africa (MENA), has suffered from the effects of the Corona virus, and this crisis creates many challenges and threats to its healthcare systems. Therefore, researchers pointed out some recommendations for top management and decision-makers that the government should formulate flexible and long-term health strategies that can deal with sudden events and situations, guided by the information from this study.

Assessing the Impact of Non-Teaching Services on Postgraduate Students’ Satisfaction: A Case of alternative Providers of Higher Education in the UK

The research sought to assess the impact of non-teaching services on postgraduate (Pg) students’ satisfaction, focusing on the alternative provider of higher education in the UK. The ‘service provision’ is known generically as the ‘students support department’ and is argued to provide a more effective means of engagement between the learning process of Pg courses and students. The study is underpinned by the conceptual model proposed by Parasuraman et al. (1995), where it was proposed: A Multiple - Item Scale for Measuring Service User Perceptions of Service Quality. The argument proposed in this research project is that non-teaching services currently delivered by alternative providers of higher education are subject to many shortcomings. In a refinement of the SEVQUAL model, the study showed that there was a low level of student satisfaction with the current level of non-teaching services delivered at the alternative institutions; on all the key service dimensions to reduce the existing gap between expectation and service encountered. The current study argues that a new approach is needed to improve and sustain a positive learning experience for Pg students through the effective delivery of non-teaching services. For this study, the service gap is assessed as the average perception score (APS), perceived service, minus average expectation score (AES); students’ expectations from the alternative providers, and the difference is the service gap (SG). The service dimension gap equation is (1) ASP – AES = SG (1.90708 - 2.7559 = - 0. 84882). The results reveal that the overall perceived service quality is low with a value of (-0.8415), with students’ expectations score of 2.7559, and a perception score of (1.90708). While the overall service gap at Pg school is (- 0. 84882). The respondents’ overall level of service quality shows that the median gap is (– 0.6942), with a gap of (-1.53) for most students sampled. It means that the level of service encountered during the programme is lower than what learners expected; as a result, there is a low level of satisfaction with the overall service quality provided by the non-teaching staff. The study concludes that alternative providers need to invest more in non-teaching systems and processes. For instance, in the development of personnel at the front desk and management levels, for a better understanding of students’ learning needs and demands. Also, leverage technology for improved and sustained service delivery through investment in critical learning infrastructures. The findings present empirical data for regulators, senior managers, academia, and students; it would be informative and educative for the service providers (university), and service users (Pg students), who demand improved quality in all aspects of the non-teaching service assessed. The study recommends continual review and enhancement to sustain the development process of the core elements; knowledge, skills, and behaviors (KSBs), in the postgraduate learning journey that guarantees a positive experience, in the era of a transition to a greener economy.

Satisfaction of Cooperative Services in The Digital Era

The Digital Era is when all activities become efficient and effective by utilizing the results of technological developments in the economy. Cooperatives as an economic-institutions can also take advantage of business applications to improve service quality, which impacts in-creasing member satisfaction. This study aims to produce information in the form of a more in-depth explanation of the effect of service quality on the satisfaction level of Cooperative Members. And obtain the results of processed data about how much influence service quality has on the level of satisfaction of Cooperative Members in Depok Municipality. The research method used in this study, the data obtained, both quantitative and qualitative in nature, were examined using a descriptive verification method, namely by interviewing and giving questionnaires to 87 respondents, members using the probability sampling method, as a means to obtain accurate data. Data is processed using the SPSS 22.00 series application. The study results the show that service quality influences the level of satisfaction with a complete presentation of 22.1%, and other factors influence the rest at 77.9%. Correlation analysis obtained an R-value of 0.470. It can be concluded that there is a relationship between Service Quality and Member Satisfaction Level. The regression equation yields Y = 2.206 + 0.453X; it is supposed that if there is no Service Quality, then the Member Satisfaction Level remains at 2.206. The hypothesis is proven by the regression coefficient of the independent variable with the t-test; the result is that the coefficient of variable X on transac-tion satisfaction is significant. It can be seen that the value of the count of 4,905 ttable1,988, eye H0 rejected and H1 accepted.

Tourism poverty alleviation hotspots in China: Topic evolution and sustainable development

AbstractUnderstanding the hotspots and patterns of tourism poverty alleviation is of great significance to stakeholders. This study aims to comprehensively and scientifically understand the research hotspots, characteristics, trends, and future research directions in the field of tourism poverty alleviation, provide decision support for tourism stakeholders, improve the level of management and service quality of tourism, balance the distribution of tourism resources and interests, and promote high‐quality and sustainable development of tourism. First, we propose a dynamic nonnegative matrix factorization (DNMF) method to analyze the tourism poverty alleviation literature from 2012 to 2021, extract hot topics and topic words. Then, we propose a topic evaluation criteria to evaluate the effect of the extracted topics. Third, we propose a topic intensity model to calculate the intensity of hot topics that can track the evolution trend of hot topics in the past 10 years, and explore the future development trends of the tourism poverty alleviation. Finally, we put forward the countermeasures and suggestions for sustainable tourism poverty alleviation under the guidance of sustainable development theory. The experimental results show that DNMF has a good effect in topic extraction. The evolution process based on topic intensity reflects the evolution trend of China's tourism poverty alleviation. This study provides a theoretical foundations and technical support for the sustainable development of China's tourism poverty alleviation.

Performance of urban rail transit: a review of measures and interdependencies

ABSTRACT Recent years saw immense growth in performance measurement literature related to public transit systems, with a clear segmentation between financial and quality-of-service performance frameworks. Recently, there has been a shift away from considering cost efficiency alone as a performance measure, and quality-of-service – which influences ridership attraction and retention – has been receiving more interest. The segmentation of these two performance aspects poses a gap in the literature, as there are interdependencies between them. This study provides a systematic review of the methodologies and empirical findings of studies on both performance measurement aspects of urban rail transit systems; specifically, we demonstrate the importance of linking cost efficiency analyses to the level of service quality. To our knowledge, this is the first review of urban rail transit research that links the two performance aspects. We begin by reviewing the methodological limitations of cost performance measures and summarising the drivers of cost performance in the existing literature. We then review studies on the definitions and measurements of quality-of-service in urban rail performance. Lastly, we summarise the scant literature linking the two performance aspects and highlight future study directions, mainly, the importance of a structural framework to provide a holistic view of transit operators’ performance.

The Effect of Service Quality on Domestic Tourist Satisfaction at Sanur - Nusa Lembongan Sea Transportation: A Case Study at D'camel Fast Boat

Studies on tourists’ satisfaction have been an area of interest for many scholars, however, the satisfaction of tourists visiting Nusa Lembongan, Bali by fast boat has not been given attention. This study, therefore, aimed to investigate the effect of the service quality of D’Camel Fast Ferry on domestic travelers’ satisfaction. Using five dimensions of service quality, which are reliability, responsiveness, assurance, empathy, and tangible and using simple regression technique analysis with SPSS 23 device. There were 100 respondents in this research, using Purposive Sampling as the sampling technique. The data was collected by using interviews and questionnaires. The result of the research showed that the quality service of D’Camel Fast Boat influence 50,2% of satisfaction among domestic travelers. The results showed that the service quality level is good, and the satisfaction level of domestic travelers is good. The service quality of D’Camel Fast Boat must be increased so travelers could feel satisfied with the service given.

Influence of local independent audit firms’ service quality on customer satisfaction

In many organizations, especially those dealing with services, customer satisfaction is considered a challenge (Pula, 2022). The study is grounded in the theory of customer satisfaction and service quality. The purpose of this study is to examine the relationship between service quality at local independent auditing firms and customer satisfaction. Between September and October 2022, the general accounting and chief accounting departments will be surveyed. There were 250 respondents in the data collection, based on exploratory factor analysis, linear regression, correlation analysis, and scale reliability analysis. According to the study, client happiness and service quality at local independent auditing firms are positively correlated. The effects of the service quality at the component level, however, vary. The findings of the study imply that clients should choose local independent auditing firms that provide high-quality services. There are some suggestions on how to enhance the caliber of their services and the growth of this industry in Vietnam. The study advances our knowledge of local independent auditing firms’ levels of service quality.

Organizational Citizenship Behavior and Level of Quality Service Amidst Pandemic

The study aimed to determine the relationship between organizational citizenship behavior and level of quality service amidst pandemic. The independent variable of the study is organizational citizenship behavior with indicators of sportsmanship, helping behavior and civic virtue. On the other hand, the dependent variable of the study is level of quality service with indicators of communication, responsiveness and competency. The researchers used descriptive correlation method and convenience sampling in determining the number of respondents and statistical tools were Mean and Pearson-r. The result of the computation using the R-value is 0.471 which is associated with the significant value of (0.004) of p-value which is less than the alpha of 0.05. Moreover, null hypothesis is rejected since the p-value is less than 0.05. It means that there is a significant relationship between the two variables. It implies that organizational citizenship behavior in terms of sportsmanship, helping behavior and civic virtue have an impact on level of quality service in terms of communication, responsiveness and competency. In other words, organizational citizenship behavior can affect level of quality service amidst pandemic by boosting morale among the employees thus, increases people’s levels of work meaningfulness. Fostering cooperation between coworkers, and create a positive working environment, which can lead to improved customer service and attain customer rating whether pandemic or endemic situations.

Efficient Blocked Fractional Factorial Designs for Stated Choice Experiments of Size Two and Four

Stated choice experiments are increasingly becoming popular due to their ability to optimize information gain with limited resources. Many designs have been developed for the selection of various attributes and their levels to form choice sets. One such design is blocked fractional factorial design (BFFD). Stated choice experiments for symmetric attributes of 4 choice sets of sizes 2 and 4 and 8 choice sets of sizes 2 and 4 were developed using BFFDs. Generators for the stated choice set of sizes 2 and 4 with resolution three, four, and five were developed. The alias structures and confounding effects for the designs were derived, as well as their clear effects if any for estimation. The A‐efficiency was used to compute the efficiencies of the proposed designs since it has better statistical properties. The computed efficiencies for the proposed designs reveal that 4 choice sets of size 4 designs are more efficient. Finally, a practical application of the proposed method was carried out for four choice sets of size 4 using design with attributes and levels of service quality in public transport.

Quality Management of Transport Service in the Russian Federation in the Sphere of Cargo Transportation

The improvement of the quality level of transport services to consumers of transport services is a significant factor in the progressive development of not only the transport sector, but the national economy as a whole. In modern conditions, in most cases, more than one entity is involved in the process of implementing a transport service: this is directly the carrier, the owner of the infrastructure facility, the freight forwarder, a number of other business entities related to the transport industry. Shortcomings in the work of at least one of these entities can have the most negative impact on the result of the efforts of all participants in the process of cargo transportation, damaging the reputation of companies that are not guilty of poor customer service. The reality of such situations makes it necessary to conduct a thorough analysis of how the activities of each subject affect the process of providing transport services, as well as the development of a methodology for determining the measure of such influence, since the approaches currently used are not combined into a single system, but are aimed only at a specific subject of the transport market.

Стандарты торгового обслуживания покупателей как элемент корпоративной культуры

The article studies the concept of commercial service standards and their content as those recommended for the implementation of the Rules for the organization of trade. The regulation problems of quality level of commercial services provided are shown; the necessity to include the content of commercial service standards in the set of secondary legislation is mentioned; the development and approval of the norms characterizing the level of commercial service quality are justified. The principles on the basis of which these standards should be founded are provided. The role of commercial service standards in the general system of corporate culture of a trade enterprise is determined, the prospects for their application in practice are shown. The rationality of the laws’ optimization in the field of standardization of commercial services to ensure the overall quality of the consumer protection system is substantiated. The study was conducted using the methods of scientific abstraction, which made it possible to identify defaults in the system of commercial activities legal regulation. With the help of a systematic approach, the structural elements of the standards were determined, their relationship with qualitative characteristics of commercial services was established. The author’s scheme of the structure of commercial service standards was developed, including such elements as requirements for personnel, material support and quantitative norms for individual components of commercial services. The compliance with the recommendations on the development of commercial service standards in practice will optimize and partially regulate the requirements for the organization of commercial service, as well as improve the quality of services provided by commercial enterprises.

Investigating the relationship between information quality, system quality, service quality, and supply chain performance in the manufacturing sector of Saudi Arabia: An empirical study

This research investigates the links between information quality, service quality, system quality, and supply chain performance in Saudi Arabia's manufacturing sector. The goal is to provide insights into the elements that impact supply chain outcomes and to identify critical performance drivers. Data was acquired from a sample of manufacturing organizations, and the correlations were analyzed using a structural equation modeling technique. Information quality, service quality, and supply chain performance are all shown to have substantial positive correlations. Higher levels of information quality and service quality relate to enhanced supply chain performance in the manufacturing sector. However, system quality was shown to have a comparatively smaller influence on supply chain performance, suggesting that investments in information management systems and service delivery methods may offer higher returns. The reliability and validity of the measuring scales employed in this research were evaluated and determined to be strong, assuring the precision and consistency of the findings. These results add to the current research by identifying the unique elements that influence supply chain performance in Saudi Arabia's manufacturing sector. The study has many implications for practitioners in the manufacturing sector as it discusses the significance of investing in information management systems, providing high-quality services, and continually evaluating and improving supply chain performance. Organizations may improve their competitiveness and create better supply chain results by concentrating on these areas. Additional elements and possible moderating or mediating variables may be investigated in future studies to acquire a better knowledge of the dynamics that impact supply chain performance. Overall, this research offers significant insights for practitioners and decision-makers in the manufacturing industry, directing them towards more appropriate methods to maximize supply chain performance and achieve long-term success.

Research on a Fog Computing Architecture and BP Algorithm Application for Medical Big Data

Although the Internet of Things has been widely applied, the problems of cloud computing in the application of digital smart medical Big Data collection, processing, analysis, and storage remain, especially the low efficiency of medical diagnosis. And with the wide application of the Internet of Things and Big Data in the medical field, medical Big Data is increasing in geometric magnitude resulting in cloud service overload, insufficient storage, communication delay, and network congestion. In order to solve these medical and network problems, a medical big-data-oriented fog computing architecture and BP algorithm application are proposed, and its structural advantages and characteristics are studied. This architecture enables the medical Big Data generated by medical edge devices and the existing data in the cloud service center to calculate, compare and analyze the fog node through the Internet of Things. The diagnosis results are designed to reduce the business processing delay and improve the diagnosis effect. Considering the weak computing of each edge device, the artificial intelligence BP neural network algorithm is used in the core computing model of the medical diagnosis system to improve the system computing power, enhance the medical intelligence-aided decision-making, and improve the clinical diagnosis and treatment efficiency. In the application process, combined with the characteristics of medical Big Data technology, through fog architecture design and Big Data technology integration, we could research the processing and analysis of heterogeneous data of the medical diagnosis system in the context of the Internet of Things. The results are promising: The medical platform network is smooth, the data storage space is sufficient, the data processing and analysis speed is fast, the diagnosis effect is remarkable, and it is a good assistant to doctors’ treatment effect. It not only effectively solves the problem of low clinical diagnosis, treatment efficiency and quality, but also reduces the waiting time of patients, effectively solves the contradiction between doctors and patients, and improves the medical service quality and management level.

Kvalitet hotelske usluge kao faktor postizanja lojalnosti posetilaca

The quality of service, as well as the impact of hotel business on achieving loyalty among hotel visitors, has always been a topic of research in the world. The aim of this research was to determine the level of service quality achieved in hotels at Mount Zlatibor, as well as whether quality factors influence the creation of loyalty among hotel visitors. The results of multiple regression analysis showed an evident influence of both tangible and intangible quality factors on loyalty. However, a slightly greater degree of influence of intangible factor was noted. Research can have theoretical and practical importance, as a complement to existing research, as well as for creating a hotel's business strategy.

INFLUENCE OF SERVICE QUALITY TO CUSTOMER SATISFACTION AMONG CATERING SERVICES IN TAGUM CITY

Customer Satisfaction among services is important to help the business run smoothly without encountering a lot of problems and difficulty to improve the business profit and maintain its productivity. This study was conducted to determine the Influence of Service Quality to Customer Satisfaction among Catering Services in Tagum City. Moreover, to determine the significant relationship between Service Quality and Customer Satisfaction among Catering Services in Tagum City and to measure the level of Service Quality in terms of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. As well as to assess the Level of Customer Satisfaction in terms of Subjective Factors and Objective Factors. The total numbers of respondents involved in the online survey were 150 customers of Catering Services in Tagum City. This research used a quantitative, non-experimental research design utilizing a correlation technique. Mean, Pearson-r, and multiple regression analysis was used as statistical tools for the data analysis. The results showed that there is a significant relationship between Service Quality and Customer Satisfaction. Lastly, the domains in Service Quality which are Empathy, Assurance, and Responsiveness, significantly influence Customer Satisfaction.

Simulation Assessment of Data-Driven Channel Allocation and Contact Routing in Customer Support Systems

Data-driven operations management methods can transform company operations, respond rapidly to customer demands, and enable new business models. However, companies face the challenge of measuring and evaluating how new technology will impact operational processes. This paper takes a systems engineering approach to assess the tradeoffs of adopting data-driven mechanisms to improve operational processes in a multichannel customer support system. We investigate potential cost savings from two technology applications: classification methods to direct customers to efficient self-service communication channels and routing methods to match customers with agents based on the query type and available skill set. Discrete event simulation evaluates how new technology adoption affects system-level performance. What-if scenarios combine distinct configurations of customer classification mechanisms and available communication channels to evaluate the reduction in the total number of agents required to meet a target service quality level. Discussion includes practical examples of how operational managers could use experimental information to make strategic operational decisions when adopting data-driven technologies.