Quality Of Service Performance Research Articles

Promoting perceived service quality and organisational performance through customer retention strategies: the moderating role of ICT

PurposeThe major objective of the study is to investigate the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail sector in Zimbabwe. Also, the study sought to understand the moderating role of ICT on the effect of customer retention strategies on perceived service quality and organisational performance.Design/methodology/approachA cross-sectional survey of 280 employees within Zimbabwe's retail sector was adopted and respondents were selected using simple random sampling method. A structured questionnaire with Likert type questions was used to gather data.FindingsThe study findings indicate that the performance of organisations within the retail sector is influenced by superior service quality, selected customer retention strategies and also moderated by the use of ICT.Originality/valueThe study contributes to the business management body of knowledge by assessing the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail industry of an emerging economy. The study is also unique in that it used ICT to moderate the effect of selected customer retention strategies on perceived service quality and organisational performance.

The Effects on the Satisfaction and Behavioral Intention for Beauty Service Quality Risk Perception Factors of MZ Generation

This study investigated the degree of influence of risk factors on beauty service quality on satisfaction with beauty service quality and intention to use beauty shops among MZ generation women in Daejeon, Chungcheong province. The results are as follows. The risk perception of beauty service quality was similar for both Generation M and Generation Z, and no statistical significance was found. In satisfaction with beauty service quality, Generation M was found to be slightly higher than Generation Z in physical, economic, performance, and service quality. The perception of intention to use beauty shop services was similar between Generation M (M=4.24) and Generation Z (M=4.12), and there was no statistically significant difference. Technical, physical, economic, performance, and environmental risk perception, which are sub-areas of beauty service quality risk perception, had a negative correlation with service quality satisfaction and beauty shop service use behavior intention. The sub-area of beauty service quality satisfaction was found to have a positive correlation with the behavioral intention to use beauty shop services. In addition, in the impact of beauty service quality risk perception on beauty service quality satisfaction, technical, performance, and environmental risk perception were found to have a significant negative influence. In the impact of beauty service quality risk perception on the intention to use beauty shop services, technical and environmental risk perception were found to have a significant negative influence. In the impact of service quality satisfaction on the intention to use beauty shop services, technical, performance, and environmental satisfaction were found to have a significant positive(+) effect, and physical satisfaction was found to have a significant negative(-) effect. Therefore, it is believed that the results of this study can be used not only as basic data for research in this field, but also as data for marketing strategies.

Development of measurement scale for performance of health care organization through Structural Equation Modeling

The purpose of this research was to look at the link between healthcare service quality characteristics, service quality performance, and patient loyalty to healthcare companies. Data were gathered from 50 Andhra Pradesh healthcare institutions. To test the psychometric qualities (reliability & validity) of measuring scales, a confirmatory factor analysis was conducted. To test the hypotheses Structural Equation Modelling was used. To examine their effect on healthcare service quality, five healthcare service quality activities are considered: efficiency, safety, tangibles, empathy, and degree of improvement. In turn, it was determined if service quality had an impact on the organization's operational performance. The study's findings will be valuable to healthcare providers by encouraging them to embrace service quality items, resulting in improvements in both service quality and organizational performance.

WebRTC over 5 G: A Study of Remote Collaboration QoS in Mobile Environment

The increasing demand for remote collaboration and remote working has become crucial to daily life owing to the Covid-19 pandemic and the development of internet-based video distribution services. Furthermore, low-latency remote collaboration, such as teleoperation and support applications designed for in-vehicle environments, has gained considerable attention. The 5 G technology is considered as a key infrastructure for remote collaboration. This study aimed to evaluate the actual 5 G capability to achieve high quality of service (QoS) for remote collaboration. We designed and implemented a measurement tool to monitor the QoS of remote collaboration under real-world 5 G conditions. We performed measurements encompassing the various 5 G frequency bands. During these experiments, we employed various tools to obtain detailed mobile signal conditions to analyze the relationship between various environmental factors (e.g. signal quality, band, handoff, geographic conditions, and mobility) and the QoS performance of remote collaboration in a real-world 5 G environment. This study elucidated the correlation between the WebRTC performance and various environmental factors as well as the performance improvement potential by leveraging the communication technologies of multiple mobile carriers. The collected data has been made publicly available to foster research on QoS and 5 G.

New demands by hotel customers post COVID-19 era

Purpose The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel’s customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT). Design/methodology/approach The SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique. Findings The empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention. Research limitations/implications The use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered. Practical implications Theoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today’s competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer’s health protection, meets customer’s newly prompted expectations and needs and ensures resilience during unsettled times. Originality/value This study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.

Comparison of Supervised Learning Algorithms on a 5G Dataset Reduced via Principal Component Analysis (PCA)

Improving the quality of service (QoS) and meeting service level agreements (SLAs) are critical objectives in next-generation networks. This article presents a study on applying supervised learning (SL) algorithms in a 5G/B5G service dataset after being subjected to a principal component analysis (PCA). The study objective is to evaluate if the reduction of the dimensionality of the dataset via PCA affects the predictive capacity of the SL algorithms. A machine learning (ML) scheme proposed in a previous article used the same algorithms and parameters, which allows for a fair comparison with the results obtained in this work. We searched the best hyperparameters for each SL algorithm, and the simulation results indicate that the support vector machine (SVM) algorithm obtained a precision of 98% and a F1 score of 98.1%. We concluded that the findings of this study hold significance for research in the field of next-generation networks, which involve a wide range of input parameters and can benefit from the application of principal component analysis (PCA) on the performance of QoS and maintaining the SLA.

CSIMH: Design of an Efficient Security-Aware Customized Sidechaining Model via Iterative Meta-Heuristics

Blockchains are a secure alternative for long-length data storage & security deployments. Though blockchains are unbounded, their quality of service (QoS) performance reduces after adding a certain number of blocks. Thus, sidechains have become essential for making the system decentralized, secure, and effective for use thereby improving their scalability & QoS performance. Sidechains reduce data storage and extraction delays. However, all sidechains of a single blockchain are the same in size, capacity, and security. This limits their application to real-world use cases that require dynamic security. To overcome this limitation, the authors propose a meta-heuristic approach to design a system that produces customized sidechains based on the quantity and quality of data stored on the chain. The model uses a machine-learning approach to find the best possible sidechain configuration for different data types. It makes the system fast and scalable and improves storage & memory efficiency. The proposed model is tested on multiple data sets and compared with various state-of-art sidechain deployments. An improvement of 18% in terms of mining speed, 27% in terms of energy efficiency, 10% with regards to throughput, and 8% concerning packet delivery ratio is observed. The model is tested under various attacks and faulty nodes to validate its security performance. A consistent QoS performance is observed for the proposed model under these attack types, thereby validating its resiliency for different attacks. This enhancement in performance makes the proposed model eligible for deployment in high-speed, low-energy, and high-security applications like IoT, mobile ad-hoc networks, and sensor networks.

Impact of Supply Chain Integration and Operational Flexibility on Service Quality

The pharmaceutical industry operates in a highly complex and competitive environment, demanding efficient supply chain management and operational flexibility to ensure service quality and customer satisfaction. This study examines the impact of supply chain integration and operational flexibility on service quality in a pharmaceutical distribution company. Using a mixed-method research design, data were collected from a pharmaceutical distribution company in terms of its supply chain integration practices, operational flexibility measures, and service quality performance. Quantitative data were obtained through surveys administered to employees involved in supply chain operations and customers, while qualitative data were gathered through interviews with key stakeholders. The qualitative analysis shed light on the mechanisms through which supply chain integration and operational flexibility affected service quality. Enhanced coordination and information sharing among supply chain partners were identified as critical aspects of successful integration, leading to improved order processing and timely deliveries. Similarly, operational flexibility enabled the distribution company to promptly respond to fluctuations in demand, optimizing inventory management, and meeting customer expectations.

Analisis Kepuasan Konsumen Pelaku UMKM Desa Mojolanggu Kec. Lowokwaru Malang (Studi Kasus Pelaku UMKM Sego Babat Kang Jamal)

This study discusses the problem of service quality and customer satisfaction in increasing the success of customer satisfaction in the service quality of Sego Babat Kang Jamal stall. The purpose of this study was (1) to determine the level of service quality performance for MSME actors (a case study of MSME actors Sego Babat Kang Jamal). (2) determine the level of consumer satisfaction among MSME actors (Case study of MSME actors Sego Babat Kang Jamal). This research method uses a qualitative approach, based on research results, (1). It can be seen that good service quality will make consumers feel satisfied in managing business or MSMEs must have a quality service. This is considered important or a mandatory requirement for an entrepreneur, both small scale entrepreneurs and medium and large scale businesses. Service quality is an advantage in improving a service to meet the level of consumer satisfaction. (2). Consumer satisfaction can be seen from the level of consumer feelings after doing a comparison between what he received and what he expected. When what consumers want matches their expectations, then of course consumers will feel satisfied with what they want.

Analysis of Service User Perceptions of Services at the Kuala Tungkal Ferry Port

The Kuala Tungkal Ferry Port is located in Tungkal I Village, Tungkal Ilir District, Tanjung Jabung Barat Regency, Jambi Province. Kuala Tungkal Ferry Port is a ferry port organized by the Department of Transportation of West Tanjung Jabung Regency. The Kuala Tungkal Ferry Port serves two routes, namely the pioneering Kuala Tungkal - Dabo Singkep route and the Kuala Tungkal - Telaga Punggur commercial route. Based on the results of the survey in the field, it was found that several services for service users had not been carried out properly, such as the unavailability of evacuation route instructions, evacuation gathering points and emergency telephone numbers, unavailability of port plans/layouts, inappropriate breastfeeding mother room facilities and passenger lane facilities. (gangway) pedestrians and vehicles that have not been separated.
 This study uses the Customer Statisfaction Index method to determine the level of overall service use satisfaction by looking at the level of importance of service facility instruments, Gap Performance - Importance to determine the gap between service user expectations and perceived service quality and Importance Performance Analysis Quadrant Mapping for to find out the attributes that are the main priorities for improving service quality.
 Based on the results of the analysis of the Customer Statisfaction Index, the satisfaction index of service users is 69.74% and is included in the satisfied category. Based on the results of the Gap Performance-Importance analysis, the highest gap value is (-1.32) on the attribute of a telephone number sticker for complaints of security disturbances so that passengers can submit complaints about security at the port. Based on the results of the Importance Performance Analysis Quadrant Mapping analysis, there are 7 attributes that are in quadrant I as the main priority for improvement so that the level of satisfaction of service users can increase.

Service quality dealer identification: the optimization of K-Means clustering

Service quality and customer satisfaction directly influence company branding, reputation and customer loyalty. As a liaison between producers and consumers, dealers must preserve valuable consumer relationships to increase customer satisfaction and adherence. Lack of comprehensive measurement and standardization regarding service quality emerges as a consideration issue towards the company service excellence. Therefore, identifying the service quality performance and grouping develops into valuable contributions in decision-making to control and enhance the company's intention. This study applies the K-Means Algorithm by optimizing the number of clusters in identifying dealer service quality performance. Hence, the ultimate service quality formation will be performed. The analysis found three dealer identification categories, including Cluster One, with 125 dealers grouped as good performance; Cluster Two, with 30 dealers grouped as very good performance; and Cluster Three, with 38 dealers grouped as not good performance. In order to evaluate the efficacy of optimum k value, the lists of testing approaches are conducted and compared, whereby Calinski-Harabasz, Elbow, Silhouette Score, and Davies-Bouldin Index (DBI) contribute in k=3. As a result, the optimum clusters are determined through the highest performance of k values as three. These three clusters have successfully identified the service quality level of dealers effectively and administered the company guidelines for corrective actions and improvements in customer service quality instead of the standardized normal distribution grouping calculation.

Efficient Distance and Connectivity Based Traffic Density Stable Routing Protocol for Vehicular Ad Hoc Networks

Vehicle ad-hoc networks (VANETs) have become a prominent research topic in recent years due to rapid dynamic topology, high vehicle mobility, frequent link failures and significant delay constraints. The mobility of the vehicle nodes increases, and the overhead of control traffic due to the high dynamics of the VANET. Efficient routing algorithms are necessary for VANETs to ensure reliable transmission (VANETs). This work proposes a Traffic Density Stable Routing Protocol based on Connection- and Distance (TDSRP-DC) to avoid data packet collisions at intersections and an adaptive routing schedule based on the selection at every instant. Our approach is based on vehicle-to-vehicle communication. Ground vehicles identify the most appropriate next junction and transfer the data packet to the receiver to find the optimal multi-hop route. It relies on transferring the data between all vehicles to estimate real-time traffic fluctuations sporadically. Network formation, neighbor realization, fitness value prediction, and routing methodology are the conceptual process needed in this research. Valid parameters for finding the optimum path in the conceptual model include node distance, node speed, node azimuth, link stability, and link reliability. The suggested solution’s simulation was performed in comparison to traditional algorithms. Compared to existing TFOR algorithms on complex traffic, the proposed TDSRP-DC provides tremendous improvements based on packet delivery rate (10%) and performance (35%). The demonstrated results and comparisons illustrate the proposed routing protocol’s significance with enhanced quality of service performance.

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

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

Comparison of software defined networking with traditional networking using NS2 simulator

The Software Defined Network (SDN) is an emerging concept in network engineering that entails the decoupling of the control plane and data plane. The data plane is executed on discrete nodes, while a centralised control plane is accountable for overseeing network-wide functionalities. In conventional networks, the integrated planes are incorporated into the network suite, and the transmission is determined by the route. In this work, the traditional way of routing using a communication plane is compared with routing using an SDN controller. The present study employs the NS2 simulator to evaluate the quality of service performance under high background traffic conditions. In the event of network congestion, it is imperative to utilize the available bandwidth to its fullest extent in order to increase the rate of bit transmission per second. The results of the traditional network and SDN network based on various parameters like Ambiguous collision, Delay, Jitter, Availability and Latency are compared in this paper. The results show that the SDN network's performance is better with concerning time.

ANALISIS KUALITAS PELAYANAN TERHADAP PRESTASI KERJA KARYAWAN PADA LAYANAN (KUKM) KOPERASI DAN USAHA KECIL DAN MENENGAH

Service quality is a very important thing to be considered by companies in facing a very competitive situation. Maximum work performance because work performance in a company is very important and must always be improved. The purpose of this study was to determine the magnitude of the influence of the Service Quality variable on Employee Work Performance in Cooperative Services (KUKM) and Small and Medium Enterprises.The sampling technique used in this study the author uses the Random Sampling technique (randomly) using the Suharsimi Arikunto formula (2014). Where each member of the population has the same opportunity to be selected as a sample as a whole obtained 169 employees or 25%, from the entire population so the sample is 42 employees.Based on the results of regression analysis that it turns out that the service quality variable can improve employee performance, the equation value is Y = 8.135 + 0.769 X, there is a positive influence on employee performance, it is necessary to prove by testing the hypothesis that the tcount value = 11,694 ttable value at (40) of = 1.682, then Ho is rejected and Ha is accepted which means it has evidence that Service Quality on Employee Work Performance has a very significant influence. Based on the results of the analysis, there is a positive influence of Service Quality on Employee Work Performance obtained a value of 0.880 so it can be concluded that the influence is very strong or the value of the coefficient of determination (KD) is 77.4%. So the level of influence is 77.4% and the remaining 22.6% is influenced by other factors not observed by the author as a whole. Keywords: Service Quality and Employee Performance

Self-regulated learning competencies: supportive resources, work outcomes and employee-related factors

PurposeThis paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.Design/methodology/approachThis briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.FindingsA positive, direct relationship is found between supportive resources (organizational investments in social capital, supervisor autonomy support and favorable customer feedback) and SLRCs. positive, direct relationship is found between SLRCs and commitment to service quality and job performance. Self-efficacy and goal orientation attenuate the relationship between supportive resources and SLRCs.Originality/valueThe briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Task‐oriented resource prediction and adjustment algorithm for space‐based information network

SummaryThe tasks of a space‐based information network are complex and diverse, but the resources of a space‐based environment are minimal. The existing methods are challenging to match task demand to resource supply accurately. Aiming at the problem of accurate prediction from task to resource, we propose a resource prediction adjustment strategy. First, we propose a multidimensional resource prediction algorithm based on improved particle swarm optimization and back propagation (IPSO‐BP) neural network. The improved PSO is used to optimize the weight and threshold of BP neural network to make up for the defects that BP neural network is easy to fall into local minimum and the predicted output value is not unique. Second, to meet the quality of service (QoS) of tasks, we propose a density‐based performance evaluation algorithm (DPEA) to adjust resources. This method uses the idea of local sensitive hash to select the evaluation subset for the configuration task, then dynamically selects the nearest neighbors of the configuration task, and uses the idea of weighted average to evaluate the QoS performance index of the configuration task. Simulation results show that the proposed resource prediction and adjustment strategy effectively reduces the scheduling time overhead and improves resource utilization.

Pengaruh Kualitas Pelayanan Administrasi Kependudukan Dan Kinerja Pegawai Terhadap Kepuasan Masyarakat

Population administration plays a very important role in development, where it can be known about population data and information that is in accordance with the conditions of the population and the conditions of the area where they live. The Disdukcapil of Cilacap Regency, as the executor of population services, must provide excellent service to the community. However, in reality, KTP and KK services for the last 5 years at Disdukcapil, Cilacap Regency have not been able to reach the expected target. Besides that, the achievements in 2021 have also decreased when compared to the achievements in 2022. This indicates that the service quality of the Cilacap Regency Disdukcapil has not been optimal, so that it has not been able to meet community satisfaction. This study aims to determine 1) the effect of service quality on community satisfaction, 2) the effect of employee performance on community satisfaction, and 3) the effect of service quality and employee performance on community satisfaction in the Population and Civil Registration Office of Cilacap Regency. Because of this, this study uses quantitative data which is then interpreted to produce descriptive data. Meanwhile, data collection techniques used questionnaires, and data analysis used multiple linear regression. The research results show that service quality and employee performance have a positive effect on community satisfaction. This means that if the quality of service and employee performance is getting better, then community satisfaction will also increase, and vice versa.

Prison health services across ten central prisons in Cameroon.

In 2021, Cameroon held approximately 26,300 inmates in 84 prisons. The Ministry of Justice manages health services in prisons. Conclusive data concerning health care in prisons are lacking. Herein, we present the results of an assessment of health care provision and delivery in 10 central prisons. We adopted mixed methods, including document review, observations, interviews with the Ministry of Justice and prison facility officials, and inmate focus group discussions (FGDs). The 6 building blocks of the World Health Organization's health system framework guided the data collection. Moreover, we collected data on imprisonment conditions. Ministerial authorisation and verbal informed consent were obtained for all activities. There were a total of 17,126 inmates, with the prison populations ranging from 353 inmates to 4,576 inmates. The majority of prisons were characterised by huge overcrowding (mean 301%). The 10 central prisons operated infirmaries with insufficient space and equipment. Compared with the civilian health sector, the numeric ratio of paramedical personnel/inmates was favourable (1:3.4 vs. 1:0.5 p. 1,000 pop, respectively). Recent admissions were screened for the coronavirus disease 2019, tuberculosis (TB), and human immunodeficiency virus (HIV). Moreover, the inmates were diagnosed for current pathologies and lesions. For the treatment of chronic diseases and medical emergencies, the prison health services bridged service gaps on a case-by-case basis through informal arrangements with the civilian health sector. The service quality control was limited to those performed by the TB and HIV/acquired immune deficiency syndrome control programmes. Health data was collected and transmitted with a multitude of data collection tools, without standardisation and systematic verification. The primarily reported problems comprised the scarcity of resources and the absence of an effective oversight of resource management and service quality performance entailing governance problems. Participants in FDGs esteemed the quality of treatment as poor unless paid for in cash, and denounced severe difficulties for access to care outside the prisons when required. For meeting the standard minimum rules for the treatment of inmates, prison health care in Cameroon should fill the crucial gaps involving imprisonment conditions, access to health services, and accountability. Regarding chronic underfunding, intensifying collaboration with the civil health sector may partially address the problem.

Cost and quality of service performance in the Chilean water industry: A comparison of stochastic approaches

The evaluation of efficiency can be of great value to water companies and regulators to adopt policies and design incentives to enhance performance. This study delves into the implications of employing distinct methodologies, namely the classical Stochastic Frontier Analysis (SFA), Bayesian SFA, and Stochastic non-parametric Envelopment of Data (StoNED), to evaluate cost and quality of service efficiency within the water industry. Chilean water companies reported average efficiencies of 0.623, 0.583, and 0.522 using the SFA, BSFA, and StoNED approaches, respectively. Furthermore, the SFA analysis suggested that the performance of water companies experienced a decline of −0.59% per year from 2010 to 2018. In contrast, the BSFA and StoNED estimations indicated an opposite trend, with annual performance improvements of 0.51% and 0.17% respectively, over the same period. These findings underscore the critical role of selecting appropriate methodologies when interpreting and comparing efficiency results for making informed long-term decisions.