Service Quality Standards Research Articles

A COMPARATIVE STUDY OF CONTINUING PROFESSIONAL DEVELOPMENT FOR SPEECH THERAPISTS AND TEACHERS IN ARMENIA AND BEYOND

The objective of this research project is to present a comprehensive examination of the disparities in continuous professional development (CPD) for speech therapists and teachers. The consequences for service quality and professional standards within these two critical disciplines will be the primary focus of the analysis. As mandated by the regulatory framework, teachers in Armenia, for example, must participate in continuing professional development (CPD) programs to maintain their professional qualifications. On the other hand, speech therapists are not subject to the same responsibilities, which causes significant differences between the two professions in terms of the development of skills and the ongoing of their education. This study compares the consequences of several continuing professional development requirements, shared professional practices, and relevant government laws. A critical analysis of the quantitative and qualitative pros and cons of mandating continuing professional development (CPD) for speech therapists is conducted. To support this review, empirical evidence has been gathered via interviews with important stakeholders and a comprehensive study of the present accessible knowledge. These findings highlight the urgent need for a more organized and coherent continuous professional development (CPD) framework particularly designed for speech therapists, that conforms with the professional development policies set for teachers, and that is more consistent. Additionally, this research offers specific recommendations that are designed to enhance legislative structures to increase the opportunities for continuing professional development (CPD) in both professions. The suggested projects are meant to improve the quality of services and professional knowledge in speech therapy as well as to guarantee that every professional working in Armenian educational and therapeutic environments satisfies high criteria of competence. The communities they serve will eventually gain from this. This will be achieved by fostering a culture of ongoing professional development.

When library cares: mining insights from LibQUAL+ to determine university students’ priorities

PurposeThis study aims to evaluate students' satisfaction with university library services in southern Punjab, Pakistan, emphasizing their perspective on service quality (SQ).Design/methodology/approachA LibQUAL+® survey with 22 core items was conducted within university settings using convenience sampling. In total, 345 usable responses were returned through Google Forms. Data analysis involved descriptive statistics, ordinal logistic regression test, Pearson and Deviance statistics and chi-square test to assess the satisfaction status of library users.FindingsThe study found that libraries generally meet SQ standards. However, there were minor gaps in information control (IC) and library as place (LP).Practical implicationsThe study provides library administrators with actionable insights to enhance services, encouraging stakeholders to adopt optimal library practices for heightened efficiency and user satisfaction.Social implicationsIt highlights the crucial role of libraries in shaping future societal progress by emphasizing the need for elevated user services. Librarians can use this knowledge to modify their planning and take impactful initiatives that align with the evolving needs of their users.Originality/valueWhile many studies have utilized LibQUAL, this research is unique for its focus on addressing university library services in underdeveloped regions facing economic challenges. It attempts to fill the information gap by offering a transferable approach for strategic priorities in similar settings.

Enhancement of Marina Service Quality of Yacht Tourism in Taiwan: A Euclidean Distance of Importance-Performance Analysis

In spite of COVID-19 struck tourism industry, the trend of yachting tourism is steadily increasing and provides a way for the tourism industry to resume after the epidemic. Marinas, a vital component of yachting tourism, deeply effects the yacht owners’ satisfactions and the coastal destinations attraction. Since the marina industry in Taiwan is still in its early stages, this study aims to identify ideal service quality standards to enhance competitiveness. With a limited cohort of 69 yacht owners in Taiwan possessing yachts exceeding 20 gross register tonnage (GRT), insights from our research, which engaged perspectives from 50 yacht owners, provide valuable understanding into their satisfaction regarding marina services in Taiwan. As the first study to explore key factors of marina service experience among yacht owners, this study applies importance-performance analysis (IPA) and Euclidean distance to provide the development strategy and improvement priority of Taiwan marina service. Overall, the result from improving IPA technique which adopted Euclidean distance reveal that yacht owners generally thought that the improvement priority of marina service quality is sewage, bilge water, and oil sludge treatment facilities, fueling facilities, high-voltage shore power facilities, land storage space. It is noteworthy that marina managers should embark on improving marina physical facilities as development strategy which highlight the performance of marina service quality for yacht owners and the improvement in those facilities can be developed to either increase the marina competition or to resume tourism industry.

Establishing Quality Indicators and Implementation Priorities for Post-Stroke Aphasia Services Through End-User Involvement.

Currently, there are no agreed quality standards for post-stroke aphasia services. Therefore, it is unknown if care reflects best practices or meets the expectations of people living with aphasia. We aimed to (1) shortlist, (2) operationaliseand (3) prioritise best practice recommendations for post-stroke aphasia care. Three phases of research were conducted. In Phase 1, recommendations with strong evidence and/or known to be important to people with lived experience of aphasia were identified. People with lived experience and health professionals rated the importance of each recommendation througha two-round e-Delphi exercise. Recommendations were then ranked for importance and feasibility and analysed using a graph theory-based voting system. In Phase 2,shortlisted recommendations from Phase 1 were converted into quality indicators for appraisal and voting in consensus meetings. In Phase 3,priorities for implementation were established by people with lived experience and health professionals following discussion and anonymous voting. In Phase 1, 23 best practice recommendations were identified and rated by people with lived experience (n = 26) and health professionals (n = 81). Ten recommendations were shortlisted. In Phase 2,people with lived experience (n = 4) and health professionals (n = 17) reached a consensus on 11 quality indicators, relating toassessment (n = 2), information provision (n = 3),communication partner training (n = 3),goal setting (n = 1),person and family-centred care (n = 1)and provision of treatment (n = 1). In Phase 3,people with lived experience (n = 5) and health professionals (n = 7) identified three implementation priorities: assessment of aphasia,provision of aphasia-friendly informationand provision of therapy. Our 11 quality indicators and 3 implementation priorities are the first step to enabling systematic, efficientand person-centred measurement and quality improvement in post-stroke aphasia services. Quality indicators will be embedded in routine data collection systems, and strategies will be developed to address implementation priorities. Protocol development was informed by our previous research, which exploredthe perspectives of 23 people living with aphasia about best practice aphasia services. Individuals with lived experience of aphasia participated as expert panel members in our three consensus meetings. Wereceived support from consumer advisory networks associated with the Centre for Research Excellence in Aphasia Rehabilitation and Recovery and the Queensland Aphasia Research Centre.

АНАЛІЗ ПОКАЗНИКІВ ЯКОСТІ ПОСЛУГ ПОСТАЧАННЯ ЕЛЕКТРИЧНОЇ ЕНЕРГІЇ

The object of the study is the processes in distribution electric networks and their influence on technical and economic characteristics aimed at achieving the main indicators of reliability, which is characterized by the continuity of electricity supply, namely, indicators of the quality of services: the index of the average duration of long interruptions and the index of the average frequency of long interruptions ( SAIDI, SAIFI), as well as compliance with the guaranteed quality standards of electric energy supply services, which are established by the Resolution of the NCRECP. The problem to be solved is a set of factors aimed at reducing the index of the average duration of long interruptions and the index of the average frequency of long interruptions (SAIDI, SAIFI), taking into account and applying effective measures of stimulating tariff formation (Rab - tariff) aimed at providing quality services to consumers of electric energy in accordance with the guaranteed standards established by the Resolution of the NCRECP. The analysis of the main indicators of the quality of SAIDI and SAIFI services for the period from 01.01.2022 to 03.31.2022 was carried out on the example of the operator of the distribution system JSC "Kharkivoblenergo". The impact of natural and unnatural factors on the formation of these indicators is analyzed, taking into account force majeure circumstances and military aggression on the territory of the Kharkiv region. The changes in the quality indicators of SAIDI and SAIFI services and their compliance with the normative values established by the NCRECP were analyzed. The conducted analysis of SAIDI and SAIFI service quality indicators allows us to state that achieving the target values of electricity supply continuity indicators is a fundamental factor for improving the quality of electricity supply services to consumers. The provision of the necessary guaranteed quality standards for the supply of electric energy to consumers is substantiated taking into account the stimulating tariff formation (Rab - tariff). It is shown that the introduction and development of stimulating tariff formation lays a reliable foundation for a strong and competitive Ukraine on the territory of the European Union and introduces dynamic development for a strong and independent Ukrainian economy. Ref. 19, figure, table.

Impact of Service Quality on Customer Satisfaction in Boutique Hotels

Purpose: The aim of the study was to assess the impact of service quality on customer satisfaction in boutique hotels. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study revealed that high-quality service significantly enhances customer satisfaction, leading to increased loyalty and repeat patronage. Key dimensions of service quality, such as responsiveness, reliability, assurance, empathy, and tangibles, play crucial roles in shaping guests' perceptions. For instance, personalized attention and unique, aesthetically pleasing environments typical of boutique hotels contribute positively to the overall guest experience. Additionally, well-trained, courteous staff and prompt service responses further elevate satisfaction levels. The intimate and distinctive atmosphere of boutique hotels allows for tailored experiences, which are highly valued by guests seeking exclusivity and comfort. Ultimately, superior service quality not only meets but often exceeds guest expectations, fostering a strong emotional connection and ensuring that customers are not only satisfied but also likely to advocate for the hotel through positive word-of-mouth and online reviews. This relationship underscores the necessity for boutique hotels to continually invest in service quality improvements to sustain and enhance customer satisfaction in a competitive market. Implications to Theory, Practice and Policy: Servqual model, expectation-confirmation theory (ECT) and Herzberg’s two-factor theory may be used to anchor future studies on assessing the impact of service quality on customer satisfaction in boutique hotels. Boutique hotels should prioritize ongoing training programs that focus on key service quality dimensions, such as responsiveness and empathy. Policymakers should work with industry stakeholders to establish clear service quality standards specific to boutique hotels.

Customer satisfaction and Service Quality Standards towards fast food outlet in Delhi (NCR)

Customer satisfaction and Service Quality Standards towards fast food outlet in Delhi (NCR)

Pengukuran Kinerja Mesin Sewage Treatment Plant (STP) menggunakan Metode Overall Equipment Efeectiveness

One of the important things in supporting the operational management of the building which is part of the building's mechanical and electrical aspects is the building's domestic liquid waste management system. The availability of liquid waste production cannot be separated from the performance of the Sewage Treatment Plan (STP) machine as a work tool that produces domestic liquid waste production in HDI Hive Menteng Building. STP machine maintenance is one of the important factors in ensuring the quality of liquid waste production in accordance with the Environmental Service (DLH) quality standards. The machine maintenance system can be used as a benchmark for measuring the effectiveness of STP machines. Machine performance with a high rhythm without stopping 24 hours which continues to increase and is comparable to the tenant accoupancy level, of course requires anticipatory action for machine breakdown problems. Overall Equipment Effectiveness (OEE) is a method used to measure and maximize machine effectiveness based on three categories, namely Availability rate, Performance rate, Quality rate. From the results of calculating the OEE value for the STP machine at PT. Gaia Care International) of 82.96%, in general the OEE value is still below the JIPM standard value, namely greater than 85%. For this reason, in this research, an analysis was carried out using a fishbone diagram, which is used to determine the causes and effects of not achieving the effectiveness of the STP machine. Based on the results of the Fish Bone Diagram analysis with several factors including; Machines, methods, people and materials can be concluded as factors that cause a decrease in the OEE value of STP machines, namely rework losses which are quite high so that they affect the Quality OEE value in STP machine measurements. The proposal given to increase the effectiveness of the STP Machine for controlling Rework Losses is to improve the general cleaning routine and increase the Backwash Pump Capacity in the aeration tank and Inlet.

Literasi Perpajakan dan Kualitas Pelayanan Homestay

Homestay Kamojang already has several customer segments, but government agency customers require entrepreneurs to have a Taxpayer Identification Number. Likewise, homestay management still needs to have service quality standards. Therefore, community service activities through the Community Service Engagement program for homestay owner communities who join the Kamojang Homestay Association focus on homestay tax literacy and quality of homestay service. The assessment results of homestay tax literacy activities showed that most participants understood local taxes, micro, small, and medium business taxes, tax rates, and tax sanctions related to homestay tax regulations. The homestay service quality literacy assessment results showed that most participants understood the elements of service quality, criteria, and homestay functions. The majority of homestay owners have relatively good service quality elements.

Does facility-maintenance service quality drive tenants’ willingness to pay higher rent? Evidence from Indian residential real estate infrastructure

PurposeThis paper aims to empirically investigate the effect of facility–maintenance service quality on tenants’ satisfaction and their subsequent willingness to pay higher rent in the National Capital Region (NCR), India.Design/methodology/approachThe data for this study was collected from 1,692 tenants in NCR, India. SmartPLS4.0 was used to analyze the data using structured equation modeling.FindingsThe study findings indicate that all parameters of facility–maintenance service quality (tangibles, service personnel quality and empathy) positively impact tenants’ satisfaction. Further, satisfied tenants are willing to pay higher rentals. In addition, customer satisfaction partially mediates the relationship between facility–maintenance service quality and willingness to pay higher rent.Research limitations/implicationsThe study extends evidence-based research in the service industry to provide empirical evidence that facility–maintenance service quality positively impacts customer satisfaction in real estate settings in emerging markets (India). This research will guide future researchers to explore other dimensions to support evidence-based research in real estate settings.Practical implicationsBased on the data collected online after personal interaction in residents’ meetings, the study findings provide significant insights for stakeholders such as policymakers, practitioners, landlords, associations and builders. With rising housing demand because of rural migrations toward urban or metro locations coupled with the government’s inability to expand the infrastructure simultaneously, the government has enhanced the role of public–private partnership (PPP) in housing development. The findings will help policymakers incorporate the service angle into key performance indicators in PPP contracts. Additionally, with rising competition in the housing sector, understanding these factors will help landlords and resident associations improve service quality standards, thus enhancing the residential societies’ word-of-mouth publicity and attracting high-paying residents.Originality/valueTo the best of author’s knowledge, this is a pioneer study to empirically investigate the impact of facility–maintenance service quality standards on tenants’ satisfaction and willingness to pay higher rent in a residential setting in India.

Determining target levels of power distribution system reliability indices using machine learning

Electrical distribution system (EDS) reliability has always been a critical subject due to the considerable share of distribution systems in power interruptions to end-users. Meeting regulatory service quality standards requires distribution companies to achieve defined reliability levels for performance improvement. Conventionally, specialists determine target reliability based on experience, experimental knowledge, and rules of thumb. However, these methods are error-prone and may result in suboptimal investments, economic inefficiency, and inadequate resource allocation in EDS operation and planning. Accordingly, this paper presents a machine learning-based method to determine the target level for EDS's reliability indices based on its historical performance. The approach involves comprehensive analysis of historical EDS reliability data, followed by a data envelopment analysis (DEA) to assess performance across subdivisions like substations or feeders, identifying the most effective units. Subsequently, machine learning models—Random Forest (RF), Support Vector Machine (SVM), and Radial Basis Function (RBF) network—are trained on optimal subdivisions from the DEA stage. These models accurately estimate target reliability for all subdivisions, contributing to the overall determination of the EDS target reliability level. A three-scenario case study validates the proposed method, suggesting its potential applicability as a valuable tool for regulatory agencies in setting EDS reliability targets. While admitting the potential challenges, notably the method's reliance on the quality and completeness of the historical data collected by distribution companies, the paper emphasizes the importance of collaborative efforts to ensure data accuracy and sufficiency. The proposed method leads to a fair mechanism to determine the target level for a real EDS's reliability indices in comparison with a business-as-usual scenario. Moreover, it provides a reliability performance ranking for the EDS's subdivisions.

Quality and Safety Standards in Health Services: Development and Implementation

Aim. This research work aims to identify the characteristic features of the development and implementation of quality standards for patient monitoring and safety services in medical institutions, in order to improve quality based on the developed digital model, and describe the requirements for the implementation of quality control according to ISO 9001:2015 and ISO 15189:2022 Standards. Methods. The work uses a digital model of the Traumatology Center, built using the AnyLogic programming environment. This model is designed to identify and analyze effective solutions for implementation, such as patient registration processes, staffing, scheduling of specialized departments, identification of clinical characteristics and early symptoms of diseases to prevent complications during the incubation period. Results. It was discovered that modern wireless technologies and data analytics can be used to develop a remote health monitoring system, enabling early detection of chronic diseases to prevent complications. The scientific novelty of the study consists in the development of a sequence for the implementation of documentation on standardization and quality of service in medical institutions to prevent harm to patients, and improve their safety with the help of a complex of measuring devices and technologies. of the information.

The Influence of Marketing Mix, Service Quality, and Image on Trust and Satisfaction of Inpatients in Makassar City Hospitals

Objectives: The objective of this research is to test and analyze the influence of three main factors - marketing mix, service quality, and image - on the trust and satisfaction of inpatients at hospitals in Makassar City. Methods: This research utilizes primary data collected through the distribution of questionnaires to 215 respondents. The data are then analyzed using the Structural Equation Model (SEM) in Smart PLS version 4 to test and analyze the relationships between the variables. Results: The results of the study indicate that while the marketing mix has a positive effect on the trust of inpatients in Makassar City hospitals, this effect is not significant. However, service quality and image both have a positive and significant effect on the trust of inpatients. Furthermore, the marketing mix has a positive and significant effect on inpatient satisfaction, but its effect on trust is not significant. Service quality also positively influences inpatient satisfaction significantly, while image has a significant positive effect on inpatient satisfaction. Trust is found to positively and significantly affect inpatient satisfaction. Additionally, service quality and image have positive and significant effects on inpatient satisfaction through trust. Conclusion: In conclusion, this research highlights the importance of service quality and image in building trust among inpatients at hospitals in Makassar City. While the marketing mix does have some influence on trust and satisfaction, its impact is not as significant as service quality and image. Moreover, trust plays a crucial role in determining inpatient satisfaction, as service quality and image influence satisfaction primarily through trust. These findings emphasize the significance of maintaining high service quality standards and cultivating a positive image to enhance trust and satisfaction levels among inpatients in hospital settings.

Concept analysis of health system resilience

BackgroundThere are several definitions of resilience in health systems, many of which share some characteristics, but no agreed-upon framework is universally accepted. Here, we review the concept of resilience, identifying its definitions, attributes, antecedents and consequences, and present the findings of a concept analysis of health system resilience.MethodsWe follow Schwarz-Barcott and Kim’s hybrid model, which consists of three phases: theoretical, fieldwork and final analysis. We identified the concept definitions, attributes, antecedents and consequences of health system resilience and constructed an evidence-informed framework on the basis of the findings of this review. We searched PubMed, PsycINFO, CINAHL Complete, EBSCOhost-Academic Search and Premier databases and downloaded identified titles and abstracts on Covidence. We screened 3357 titles and removed duplicate and ineligible records; two reviewers then screened each title, and disagreements were resolved by discussion with the third reviewer. From the 130 eligible manuscripts, we identified the definitions, attributes, antecedents and consequences using a pre-defined data extraction form.ResultsResilience antecedents are decentralization, available funds, investments and resources, staff environment and motivation, integration and networking and finally, diversification of staff. The attributes are the availability of resources and funds, adaptive capacity, transformative capacity, learning and advocacy and progressive leadership. The consequences of health system resilience are improved health system performance, a balanced governance structure, improved expenditure and financial management of health and maintenance of health services that support universal health coverage (UHC) throughout crises.ConclusionA resilient health system maintains quality healthcare through times of crisis. During the coronavirus disease 2019 (COVID-19) epidemic, several seemingly robust health systems were strained under the increased demand, and services were disrupted. As such, elements of resilience should be integrated into the functions of a health system to ensure standardized and consistent service quality and delivery. We offer a systematic, evidence-informed method for identifying the attributes of health system resilience, intending to eventually be used to develop a measuring tool to evaluate a country’s health system resilience performance.

Unveiling Key Drivers to Enhance Global Customer Satisfaction

This quantitative study investigates the influence of service quality, price, and brand image on customer satisfaction at PT. Pos Indonesia Sultan Agung Magersari Sidoarjo. Using a sample of 85 respondents and multiple linear regression analysis, the research finds significant positive effects of service quality, price, and brand image on customer satisfaction. Specifically, reliability and responsiveness significantly impact service quality, competitor price significantly influences price, and uniqueness significantly affects brand image. The study underscores the importance of maintaining high service quality standards, competitive pricing strategies, and distinctive brand images to enhance customer satisfaction in the postal service industry. The findings offer practical implications for PT. Pos Indonesia, suggesting the prioritization of reliability and responsiveness in service delivery, competitive pricing strategies, and leveraging unique brand attributes for market differentiation. Future research directions include exploring additional variables and employing qualitative methods to deepen understanding and optimize customer satisfaction strategies. Highlight: Study: Service, price, brand influence postal customer satisfaction significantly. Regression: Reliability, responsiveness, competitor price, uniqueness impact customer satisfaction. Practical: Maintain reliability, competitive pricing, leverage uniqueness for customer satisfaction. Keywoed: Customer satisfaction, Service quality, Price, Brand image, Postal services

Service quality and customer satisfaction in the airline industry in Tanzania: a case of Air Tanzania Company Limited

This study aimed to assess the influence of service quality on customer satisfaction within Air Tanzania Company Limited (ATCL) in Dar es Salaam, with a specific focus on the influence of tangible elements, personal services, and airline image. The study adopted a theoretical framework based on the Expectancy Disconfirmation Theory and the AIRQUAL Model for understanding the relationship between service quality and customer satisfaction. To achieve the study’s objectives, a cross-sectional research design was employed, allowing for the collection of data from a diverse sample of ATCL customers. The sample was selected using a combination of simple random sampling and purposive sampling techniques. A total of 302 ATCL customers and 8 supervisors from ATCL participated in the study, providing valuable insights into their perceptions of service quality and its effect on their overall satisfaction. Data collection was primarily conducted through structured questionnaires and face-to-face interviews. The data was analyzed using Binary Logistic Regression in IBM SPSS Statistics 23, allowing for the identification of significant relationships between service quality dimensions and customer satisfaction. The analysis of perceived service quality dimensions showed that customers' perceptions of ATCL’s service quality fell short of their expectations, with negative scores across all dimensions. This suggests a general dissatisfaction among customers with the service quality provided by ATCL. Specifically, the rankings indicated that airline image was the top contributor to dissatisfaction. The overall index score for service quality further supported these findings, registering at -0.3996. The binary logistic regression results indicated significant positive relationships between all three dimensions (tangible elements, personal services, and airline image) and customer satisfaction. To maintain service quality standards, collaboration between policymakers and ATCL management is crucial to establishing guidelines as well as conducting regular audits, allocating enough resources for tangible improvements and investing in employee training for better customer interactions.

Economic and legal aspects of consumer rights protection

The article is devoted to the study of the construction "protection of consumer rights as a component of the economic legal order". The sustainable development of our country can be solved in the context of ensuring the rights of consumers, since the development of the economy is not possible without the reliable functioning of the consumer market. Only a protected and confident consumer is able to create conditions for the sustainable development of the enterprise even in adverse conditions of large-scale military aggression. It is the consumer at the microeconomic level who decides on the direction of his money, thereby exerting a kind of economic influence on business entities. Therefore, the protection of consumer rights cannot be reduced only to the restoration of already violated rights, since this does not allow to prevent their repetition.
 It was concluded that the prevention of violations of consumer rights requires the state to implement a preventive approach to prevent and prevent such violations, which is possible within the limits of ensuring compliance with the economic legal order. For this, the state must ensure compliance with the requirements of legitimate economic activity, in particular, the rules on fair competition and prevent the abuse of a monopoly position and other types of distortion of competition, as well as manifestations of unfair competition in areas of economic activity related to the consumer sphere. These tasks can be solved only under the condition of the introduction of the appropriate state economic policy. In order to ensure the interests and rights of consumers, there should be a consolidated influence of state bodies, local self-government bodies, as well as self-regulatory organizations of business and consumers, which will ensure compliance with high standards of conducting business activities that take place in organizational and economic relations. Also, ensuring the observance of consumer rights should be carried out in the organic interconnection of economic-production and intra-economic rela­tions, as this allows for the creation of a system of compliance with the quality standards of goods, works and services sold to consumers.

Analisis Implementasi Maqashid Syariah pada Rumah Sakit Berkompetensi Syariah di Indonesia Sebagai Unique Value Preposition

This article explain the implementation of maqashid syariah in sharia-competent hospitals in Indonesia. The analysis of the fulfillment of maqashid sharia in sharia hospital services aims to display a unique value preposition to take a niche in the healthcare market. Maqashid Syariah was chosen because Islamic values in sharia hospital services are a critical factor which is one of the considerations for consumers in choosing health services. This research uses the library research method by conducting a review of books, journals, articles, and various other references related to sharia maqashid then the researcher processes the data by analyzing its application to sharia hospital services. The results showed that sharia-competent hospitals have implemented the fulfillment of sharia maqashid in their service quality standards, namely religious protection (hifdz ad-din), life protection (hifdz an-nafs), protection of offspring (hifdz an-nasl), protection of reason (hifdz al-aql), and protection of property (hifdz al-mal).

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: AN EMPIRICAL EVIDENCE FROM COMMERCIAL BANKS IN NORTHERN REGION OF BANGLADESH

Banks must deliver high standards of service quality in order to achieve high levels of customer satisfaction; as now-a-days service quality is considered the cornerstone of customer satisfaction. This study has used SERVQUAL to determine service quality of commercial banks operating in the northern region of Bangladesh and the impact of these dimensions on customer satisfaction is then assessed. Primary data has been collected with a structured questionnaire of five-point Likert scale from 200 customers of commercial banks and analysed using SPSS software. Our empirical findings show a strong correlation between customer satisfaction and independent variables, the five dimensions of service quality. This study would give managers a comprehensive understanding of how to create service marketing plans and policies based on consumer perceptions, enabling banks to achieve long-term objectives. Also, the findings of the study could assist commercial banks in developing strategy for providing services that will satisfy customers.

Comparing the autism service needs and priorities of Indigenous and newcomer families in Canada: Qualitative insights

BackgroundIndigenous Peoples and newcomers are two of the largest and fastest growing populations in Canada (Statistics Canada, 2022; Zimonjic, 2022). Yet despite this, little is known about their experiences navigating and accessing autism services for their children. MethodTo address this gap, the current study sought to explore the autism service needs and priorities of Indigenous and newcomer families in Canada. A total of 19 participants (9 Indigenous and 10 newcomer caregivers) were selected using purposive sampling to participate in a semi-structured interview. ResultsThe findings revealed that Indigenous families prioritized the need for services in rural and remote areas, tailored information to their needs, and support preserving their cultural heritage. On the other hand, newcomer families emphasized the importance of peer support, quality standards for services and therapies, and support during transition periods. Similarities across both groups indicated the need for addressing the lengthy waitlists for services, which have also been reported in the general population in Canada, having services and professionals place a greater emphasis on the child’s strengths, and culturally safe services and practice. ConclusionThe present findings have important implications for the design and implementation of services and supports which reflect the needs and priorities of underserved communities.