Quality Of Service Management Research Articles

Examining Citizens’ Expectations and Perceptions About Service Quality in Public Sector: Adapting a Hybrid Public Service Quality Model to the Local Context

ABSTRACT The empirical study examines citizens’ expectations and perceptions about service quality in three major public institutions. The article adopts a quantitative approach. Citizens’ expectations and perceptions about service quality in the context of public institutions were examined through a questionnaire, utilizing a hybrid model of SERVQUAL with private and public service quality dimensions. The article presents the results of a quantitative study (sample of 310 citizens), distributed across three public institutions, illustrating factor, gap, paired correlation and one-way analysis of variance (ANOVA) of survey data. For factor extraction, rotation and interpretation, the Oblimin rotation technique was used, determining inter-correlation among the public service quality factors. As for ANOVA analysis, Levene’s test was used to verify the homogeneity of variance assumption (the variance in scores for each group of customers). The findings of the study suggest the re-distribution of components under the refined service quality factors. Different items of initial service quality dimensions are rotated under newly created factors. Gap analysis reveals no variations in terms of citizens’ expectations across public institutions, but suggests significant differences among public entities in regard to perceptions of services acquired. Adapted Hybrid Public Service Quality model will assist public institutions in developing and tailoring service quality management systems to citizens’ needs. This is the first attempt to carry out a quantitative approach to researching Service Quality in public institutions. The primary contribution of the study is that it has tested a hybrid model for measuring perceived public service quality, integrating service quality dimensions both from public and private sectors and proposed a refined model fit for the local context considering citizens’ characteristics and the current state of the public sector experiencing a shift toward modernization of services.

Perancangan Sistem Informasi Peminjaman dan Pengembalian Berkas Rekam Medis Rawat Jalan dengan Metode Waterfall

Wiyung Sejahtera Hospital in recording the borrowing and returning of outpatient medical records still uses expedition books which are recorded manually. The research aims to design and develop an information system to facilitate the process of borrowing and returning outpatient medical record files using the Waterfall method approach. The Waterfall method was chosen because of its ability to divide system development into structured stages, starting from requirements analysis to maintenance. The needs analysis stage involves an in-depth study of existing processes and user needs. Next, system design is carried out by building a design plan that includes database structure, user interface design, and system workflow. System implementation is carried out by developing applications based on previous designs, while system testing is carried out thoroughly to ensure quality and performance before full implementation. The maintenance stage is carried out to ensure system operation and carry out continuous repairs and improvements. As a result, it is hoped that this system can improve the efficiency and quality of outpatient medical record file management and health services as a whole. The conclusion of this research is the successful design and development of a computer-based information system for borrowing and returning outpatient medical records at Wiyung Sejahtera Hospital using the waterfall method.

Service Quality Management: A Literature Reviews

Service quality management (SQM) is a critical aspect of organizational success in service-based industries, as it directly influences customer satisfaction, loyalty, and financial performance. This literature review aims to synthesize existing research on SQM to provide insights into its conceptualization, measurement, determinants, and strategies for improvement. Drawing on a comprehensive review of academic articles, books, and industry reports, this paper examines the evolution of SQM frameworks and models, including seminal models such as SERVQUAL and SERVPERF, and explores the multidimensional nature of service quality. The review identifies key dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and evaluates various measurement and assessment tools used to capture these dimensions. Additionally, the literature review delves into the determinants of service quality, both internal (e.g., organizational culture, employee training) and external (e.g., customer expectations, competitive pressures), highlighting their impact on service quality outcomes. Furthermore, the review discusses best practices and strategies for improving service quality, such as continuous improvement initiatives, customer relationship management (CRM) systems, service recovery mechanisms, and employee empowerment programs. It also examines challenges faced by organizations in managing service quality, such as globalization, technological advancements, and changing customer preferences, and proposes areas for future research to address these challenges. Overall, this literature review contributes to a deeper understanding of SQM by synthesizing existing knowledge, identifying gaps in the literature, and offering practical insights for organizations seeking to enhance service quality and achieve sustainable competitive advantage.

Evaluation and analysis of water-regulation value of ecosystem in Qinghai area of Qilian Mountain National Park, China

Context Water-regulation services significantly affect local social and economic development in the Qinghai area of Qilian Mountain National Park, China, and also affect the role of a ‘solid reservoir’ in China. Aim The value and change trend of water regulation was assessed through the evaluation and prediction of the water-regulation value of ecosystems. Methods InVEST water yield model and SVR model are used to evaluate and predict the water-regulation value of ecosystem in this study. Key results Grassland plays an important role in water regulation, although the area of forestland is not large, its water-regulation monetary value in 2020 accounted for 13.92% of the total evaluation value. From 2010 to 2020, the physical value of water regulation increased by 2.24% and the monetary value increased ~0.97% annually. In 2030, the amount of physical and monetary value of water regulation will be increased. Conclusion Grassland plays an important role in water regulation. It is necessary to strengthen the asset management of water regulation and optimise the ecological resources. Implications The study findings are utilised to enhance monitoring and establish ecological big-data platform, thereby elevating the quality of national park development management and decision-making services.

How to promote the sustainability of China's rural waste management system: Increase government subsidies or increase waste service management fees?

AbstractRural waste management is a highly complex issue requiring multi‐stakeholders' cooperation. The promotion of cooperative action through social mobilization is essential. Based on evolutionary game theory, this study constructs a dynamic model consisting of government, social funds, and rural residents to study the effectiveness of public–private partnership (PPP) projects in rural waste management in China. The results show that excessively high or low subsidies from the government to social funds are detrimental to the sustainability of rural waste management. The optimal subsidy rate ranges from 600,000 RMB to PPP 750,000 RMB. It may strike a balance between avoiding excessive financial burden on the government and encouraging a 5% increase in social funds' investment. Waste management fees are suitable for promoting the quality of rural waste management services, with the maximum ideal fee being 24 RMB. The simulation results also demonstrate that the policy combination of high incentives and high penalties and low supervision and high penalties is conducive to tripartite cooperation in PPP projects. In addition, the government should impose fines of more than 750,000 RMB on social funds to prevent potentially ineffective management services offered by the social funds.

Quality Management of Islamic Homeschooling Services at Ahsani Community Learning Activity Center (PKBM) Bandung City

This research aims to analyze the quality management of Islamic Homeschooling services at PKBM Ahsani, Bandung City. This type of research was descriptive qualitative. Data collection was conducted through interviews with PKBM leaders, teachers, and staff, direct observation of the learning process, and study of documents related to policies and curriculum. Qualitative data analysis through thematic analysis was conducted. This research found that first, PKBM Ahsani Bandung which provided Islamic Homeschooling services, needed to pay attention to the learning outcomes implemented, and paid attention to the quality of human resources, especially in terms of character and high creative ability. Service quality management was mandatory for PKBM considering the high desire of parents to obtain a good educational environment for their children. Second, The Blended Learning Learning Model was the choice of PKBM Ahsani in providing Islamic Homeschooling services because it was considered effective for the implementation of Islamic Homeschooling student equality education programs. Islamic Homeschooling could develop their own curriculum and had flexibility in Islamic Homeschooling time management so that the vision of Islamic Homeschooling could be achieved.

Perancangan Kualitas Layanan Berdasarkan Perspektif Islam Di Rumah Sakit Umum Daerah (RSUD)

The problem in this study is the existence of complaints from patients who use hospital services against the management of the X Regional General Hospital (RSUD) in the city of Bandung, obtained from the results of a preliminary survey. This problem needs to be solved by designing Islamic service quality measurements so as to increase hospital patient satisfaction. The main objective of this study is to design service quality based on Islamic law at the X Regional General Hospital in the city of Bandung. The method used in this research is the Service Quality (SERVQUAL) method and Islamic law. From the research results obtained from the validity testing results of 27 statements declared valid because the value of R count is greater than the value of R table and the results of reliability testing obtained a value of 0.917, then the measuring instrument used is reliable. Based on the servqual model used, there are several indicators from each part of the SERVQUAL element that must be made critical improvements by the RSUD to improve the quality of their services. It is hoped that this research can improve patient satisfaction with the quality of hospital management service.

The U.S. President's Malaria Initiative's Support for Improving the Quality of Malaria Case Management Services: Fifteen Years of Progress and Learning.

Since its launch in 2005, the U.S. President's Malaria Initiative's (PMI) investment in malaria case management has evolved based on lessons learned from its support to countries. An initial focus on updating malaria treatment policies to adopt artemisinin-based combination therapies achieved limited success, in part because of the poor quality of diagnostic and treatment services in targeted countries. In response, the PMI supported the development, refinement, and expansion of Outreach Training and Supportive Supervision (OTSS), a quality improvement approach that combines structured, competency-based supervision with corrective measures, including on-the-job training, coaching, troubleshooting, action planning, and timely follow-up. With 15 years of experience, the OTSS approach has been adopted by more than a dozen countries, and its effectiveness in improving the quality of malaria case management services has been documented. Through the PMI Impact Malaria Project, launched in 2018, the OTSS approach was expanded beyond case management of uncomplicated malaria to support quality improvement of inpatient management of severe malaria and malaria in pregnancy services delivered through antenatal care clinics. The OTSS platform also enabled targeted countries to respond rapidly to the COVID-19 pandemic by adding modules related to clinical management and laboratory diagnosis of suspected cases. The OTSS approach has been established as an effective approach to improve the quality of clinical malaria services and can be expanded to cover other health priorities. Further innovations to improve the quality of inpatient and community-based services, and further integration and institutionalization of OTSS into country health systems are needed.

For a better management of bus service quality in the city of Constantine

Our study desires to address the criticized issue by bus users in Constantine and suggest improvement in terms of service quality, attractiveness, and competition. We adopt an innovative approach that considers the characteristics of the buses and customer satisfaction for continuous improvement by associating the evaluation of the current situation through an in situ survey using well-chosen performance indicators concerning the culture of the Constantinian citizen with measuring satisfaction criteria using the KANO model. The indicators chosen are representative and measurable and allow precise mapping of the situation, the main of our research. The main result highlights the importance of rolling stock as one of the most important segments of the urban transport system, which justifies the amount of criticism it received. In the end, this study's results can help achieve several societal objectives, including safety, comfort, and efficiency of transport, for a better quality of urban life.

The Role of Digital Media on Students’ Management in Higher Vocational College

This study uses a combination of empirical analysis to conduct a comprehensive analysis of the role of digital media and student management in higher vocational colleges. The results show that the current application status of digital media in student management shows extensive and profound impact. With the rapid development of information technology, digital media has become an important tool for student management in higher vocational colleges, covering many aspects such as course management, attendance management, and student information inquiry, greatly improving management efficiency and convenience. By establishing a digital system, the school has achieved comprehensive coverage of student information management and online education. At the same time, digital media also plays an important role in students' social interaction and has become an indispensable part of students' daily lives. However, digital media applications also bring some problems. Information overload and distraction can make it difficult for students to focus, while security risks threaten student privacy. Solving these problems requires schools to take effective measures, such as improving information literacy and security awareness, and establishing a complete information security system. The impact of digital media on student development is complex and diverse. Its advantage lies in providing a broad learning space and diversified learning methods to promote students' communication and socialization. However, negative effects such as information overload and Internet addiction cannot be ignored. In order to better guide students to use digital media, schools and families need to strengthen digital media literacy education, pay attention to students' mental health, and strengthen network security. In student management, the advantages of digital media are mainly reflected in improving efficiency and interactivity, and promoting management innovation and development. However, the popularization of digital media needs to face issues such as technical and device support, security and privacy protection. By strengthening measures such as construction, training, supervision and management, schools can better leverage the advantages of digital media and improve management efficiency and service quality. Going forward, digital media will play an even more important role in student management. Intelligent management, expanding management fields and promoting student self-management will be the direction of future development. However, the security and popularity of digital media remain challenges that need to be addressed. By strengthening comprehensive measures such as construction, training, supervision and management, schools can better guide the future development of digital media in student management, provide students with more intelligent, personalized and efficient services, and promote their all-round development.

The Influence of Service Quality, Brand Image and Customer Relationship Management on Indomaret Customer Loyalty Padurenan Village, East Bekasi

This study aims to analyze the influence of service quality, brand image and customer relationship management to customer loyalty. This research is conducted by using the primary data of multiple linear equations of customer loyalty is LP = 3.346 + 0.338 KP + 0.298 BI + 0.222 CRM. Testing statistical model of F customer loyalty test obtained with Fcount of 32,271 with value of sig 0,000 which mean value of service quality, brand image and customer relationship management have positive and significant influence to customer loyalty. Test T customer loyalty obtained service quality of 3,337 with value of sig 0,001 <0,05, brand image equal to 3,363 with value of sig 0,001 <0,05, and customer relationship management equal to 2,802 with value of sig 0,006 <0,05 meaning service quality, Brand image and customer relationship management have a positive and significant impact on customer loyalty. The value of determination coefficient (R2) customer loyalty equal to 0,502 or 50,2% improvement of customer loyalty variable can be explained by service quality variable, brand image and customer relationship management the rest 49,8% explained other variable not enter into this research.

The asymmetric effect of all-inclusive holiday service quality attributes on tourist satisfaction

All-inclusive holidays have regained popularity among budget-conscious holidaymakers amidst inflation and living cost crisis. Following the pandemic, tourists are now staying at the hotel more and venture out less, which further makes all-inclusive holidays more popular than ever. With the increasing popularity of all-inclusive holidays, knowledge expansion of this tourism segment is necessary. This study extends the under-developed all-inclusive holiday literature by exploring service quality attributes of all-inclusive holidays and evaluating their asymmetric effect on tourist satisfaction. Suggestions on prioritizing service quality attributes for improvement are expected to support industry practitioners in managing service quality and satisfaction strategically.

Factors Driving Solid Waste Management Payments in African Markets: Understanding Determinants and Overcoming Challenges

Waste management has become an issue of interest across global today due to its impact on the public health and efforts to achieve the global sustainable development goals. Despite the influence and necessity of the waste management practices yet there is little understanding in the factors influencing households’ willingness to comply and hence pay for such services mostly in developing countries including Tanzania. Therefore, the current study explores determinants of solid waste management in Arusha region by studying behaviors of the vendors in three markets places of Kilomebro, Tengeru, and Samunge using cross-sectional research design of which as sample of 150 vendors were included in the study. The results of the study reveal that socioeconomic factors such as age (p<0.01), working experience (p<0.01), and income (p<0.01) are significant determinants enhancing vendors’ decision to pay for the waste management. On the other hand, amount of waste generated by vendors, and their awareness on the waste management practices also influence vendors willingness and decision to pay for the waste management across all three markets in Arusha region at 0.013 (p<0.01) and 1.894 (p<0.01) . Additionally, quality of waste management services offered are also important component affecting vendors decision to be willing to pay for the waste management practices. The study recommends that in order to cultivate the waste management practices across communities it is important to prioritize in establishing educational programs that aimed at enhancing vendors' awareness and understanding of the importance of solid waste management, as well as developing income diversification strategies which will help to explore and address the significant role income plays in determining vendors' willingness to pay for solid waste management.

The Measurement on Service Quality of E-commerce Live Streaming: Modeling and Its Validity

This study investigates the conceptual model and measurement scale of the service quality of E-commerce Live Streaming (ELS). Findings indicate that the service quality of ELS comprises interaction quality (entertainment and professionalism), environmental quality (activeness and convenience), and outcome quality (promotion and dependability). The relative predictability of these dimensions on the service quality of ELS also falls into a particular order: Interaction quality is most predicable, followed by outcome quality, then environmental quality. Finally, each of the dimensions has positive effects on consumers’ purchase intention by effecting their cognitive trust and emotional trust. And interaction quality is most predicable for effecting consumers’ cognitive trust. Environmental quality is most predicable for effecting consumers’ emotional trust. These results altogether provide valuable insights into the service quality management of ELS.

Analysis of Tax Collection Performance at the Bengkulu Pratama II Tax Service Office

The title of this research is Analysis of Tax Service Performance at the Bengkulu Pratama II Tax Service Office. Improving the quality of public services can be improved through improving service quality management, namely efforts to minimize the gap between service levels and consumer expectations. This research aims to determine the quantity, quality and timeliness of work in tax services at the Bengkulu Pratama II Tax Service Office. The object in this research at the Bengkulu Pratama II Tax Service Office. Meanwhile, the research subjects in this study were employees in the Service Section of the Bengkulu Pratama II Tax Service Office and taxpayers. Data collection techniques include interviews and literature study. Data analysis in this research is in the form of qualitative analysis, the results of this research can be concluded that the quantity of Tax service work at the Bengkulu Pratama II Tax Service Office is in accordance with the respective fields. For the quality of tax service work at the Bengkulu Pratama II Tax Service Office, the standard of employee work quality at the Pratama Tax Service Office is determined by statutory regulations. Meanwhile, punctuality of tax services at the Bengkulu Pratama II Tax Service Office was conducted by employees of the Pratama Tax Service Office to increase punctuality in paying taxes, achieving timely reporting on time and paying on time

Electronic Archive Management in an Effort to Improve Service Quality at IAIN Palangka Raya

<p>The development of internet technology in Indonesia is entering the digital era which greatly affects the community to fulfill information needs through archives in electronic form. This study aims to review the management of electronic archives in improving the quality of service at IAIN Palangka Raya as one of the best archive units in Central Kalimantan. The analysis of electronic archive management in improving service quality is reviewed through the dimensions of tangible, responsive, assurance, reliability, and empathy. This study uses a qualitative descriptive method with data collection techniques carried out by triangulation with primary and secondary data sources. Data collection methods were obtained through questionnaires, interviews, and documentation by testing data sources through checking data from sources that were obtained repeatedly. In analyzing the data, the researcher used data collection, data reduction, data display, and conclusion drawing. The results of the study as a whole explain that the application of electronic archive management has been proven to improve service quality through tangible, responsive, assurance, reliability, and empathy dimensions at the archives unit of IAIN Palangka Raya. This condition is due to the quality of user services to the archive access service management system at IAIN Palangka Raya based on the percentage shown is satisfied. However, the electronic archive service quality management system at IAIN Palangka Raya still needs to be completed and improved because some services are still manual and not standardized for archive management from ANRI.</p>

Joint resource optimization and flexible QoS provision using hybrid optical core node architecture

All-optical networks (AON) provide large bandwidth, high-speed switching, and quality of service (QoS). However, the emergence of recent applications generating flexible traffic demands affects AON resource utilization and QoS management. These concerns are handled by AON using core nodes with large wavelength converters (WC) and fiber delay line (FDL) spaces, resulting in a high cost of implementation and operation. This paper proposes a hybrid core node architecture, upgrading existing nodes with limited effective modification to minimize physical topology costs. This hybrid architecture increases WC and FDL availability and reduces wavelength utilization according to traffic behavior. These new node functions are enabled using an advanced algorithm integrating a novel cost formulation merging WC and FDL with lightpath deflection (LD). This algorithm activates resource availabilities using a flexible QoS scheme considering the required and real-time traffic loss and blocking delay. The experimental results indicate that the proposed approach optimizes AON resources while guaranteeing required traffic demands compared to the existing techniques.

Innovation and Application of Modern Property Management Mode Combined with Internet Technology

Abstract Recent advances in Internet technology have revolutionized the property management industry by integrating intelligent systems. This paper examines the Impact of face recognition technology, notably the A-2D2PCA algorithm, on enhancing management efficiency and security. Our study combines experimental simulations and system analysis to evaluate the technology’s application in property management, revealing a notable increase in face recognition accuracy to 72.85%. Analysis of 300 real estate projects demonstrates that implementing face recognition can significantly boost the quality of property management services, with companies offering high-quality services seeing a 53.79% increase in market share. The findings suggest that face recognition technology elevates management efficiency and security and enriches residents’ living quality, offering innovative directions for the growth of the property management sector.

Service quality and customer relationship management in the logistics industry

Service quality and customer relationship management in the logistics industry

Методичний підхід до оцінки рівня управління якістю послуг підприємств залізничного транспорту

The article develops a methodical approach to assessing the level of quality management of services of railway transport enterprises. It is specified that the introduction of a modern system for managing the quality of services of railway transport enterprises requires the development of methodological approaches to assessing the level of management, taking into account that the main element of this system is the focus on the quality of products and services, the development of new technologies, flexible pricing policy and a high culture of service, taking into account the specific requirements and expectations of consumers. It is emphasized that expert evaluation is based on intuitive and logical analysis under conditions of significant uncertainty of the environment or characteristics of the object under study. It is well-grounded that the comparative analysis of statistical characteristics made it possible to form a matrix of advantages and allocate the most influential indicators in each group of factors: 1) scientific and technical factors – modernization of existing equipment and automation and modernization of production processes; 2) organizational factors – improvement of the system of material and technical provision and the work of linear enterprises; 3) economic factors – increasing the level of investment attractiveness and the level of business activity of railway transport enterprises; 4) social factors – improvement of mechanisms of material incentives for employees and recruitment. A conclusion is made about the level of influence of individual indicators in each group of factors on the level of quality management of services of railway transport enterprises, namely: the sum of ranks, average rank, average value in points, moda and median, range of series, normed assessment. Identification of priorities, according to experts, will allow to form a strategy and directions for improving the efficiency of quality management of services of railway transport enterprises. The obtained normed estimates of each indicator open up the possibilities of economic and mathematical modeling, forecasting changes in the overall level of service quality depending on the change in each indicator. Assessment of the generalized degree of consistency of experts’ opinions according to the calculated concordance coefficients indicates a high level of such consistency.