Quality Of Service Provision Research Articles

Construction of AGRISERV Scale to Assess the Service Quality of Agricultural Service Providers in Karnataka, India

The research being conducted in 2022–2023, describes how the AGRISERV scale was developed to assess the quality of service rendered by Karnataka's agricultural service providers from the perspective of the farmers. The construction of the scale followed the guidelines provided by Parasuraman et al. 1998. An informational questionnaire that was self-administered was completed by fifty farmers. The multi-item scale consists of 22 items total from five dimensions: Assurance, Responsiveness, Empathy, Tangibility, and Dependability. The scale was standardized using the item whose Cronbach's alpha value fell between 0.73 and 0.83 for each of the five dimensions. Utilizing the validity, factor structure, and a1n6d reliability, the scale was standardized. The combined reliability of the 22 items was 0.92, indicating that the scale was internally consistent. The analysis indicated that the scale had construct, content, and face validity. The final scale on a five-point continuum was presented to the farmers.

Experiences of adolescents and youth with HIV testing and linkage to care through the Red Carpet Program (RCP) in Kenya.

Adolescents and youth living with HIV (AYLHIV) experience worse health outcomes compared to adults. We aimed to understand the experiences of AYLHIV in care in the youth-focused Red-Carpet program in Kenya to assess the quality of service provision and identify programmatic areas for optimization. We conducted focus group discussions among 39 AYLHIV (15-24 years) and structured analysis into four thematic areas. Within the HIV testing theme, participants cited fear of positive results, confidentiality and stigma concerns, and suggested engaging the community and youth in HIV testing opportunities. Within the HIV treatment adherence theme, participants cited forgetfulness, stigma, adverse side effects, lack of family support, and treatment illiteracy as barriers to adherence. Most participants reported positive experiences with healthcare providers and peer support. In terms of the HIV status disclosure theme, AYLHIV cited concerns about their future capacity to conceive children and start families and discussed challenges with understanding HIV health implications and sharing their status with friends and partners. Youth voices informing service implementation are essential in strengthening our capacity to optimize the support for AYLHIV within the community, at schools and healthcare facilities.

Examining the nexus of relationship marketing and patient loyalty: The mediation and moderation analysis

Studies on association amongst relationship marketing and loyalty of patients are still trying to establish its presence in the healthcare management. Also, the variables impacting this association are still in exploratory phases. The research is being carried out for determining the nature of that relationship and also examining mediating and moderating effect of different variables. Data collected through various Scopus and other online databases have been used for this study. Literature review has been carried out by dividing it into three parts, relationship marketing, patient loyalty and variables like patient satisfaction, age, gender, family size, health insurance, etc. Primary data was collected from 938 patients of private healthcare providers by administering questionnaire online as well as in person. PLS-SEM was applied to analyze the data, which was used after testing the instrument for reliability and validity. After Covid-19 pandemic everyone felt need of a good health insurance but in actual many people were not having a simple health insurance cover also. Hospitals will have a major role in promoting health insurance and in turn providing quality service, but their role is currently limited to processing of health insurance and nothing more. Model from the study will help understand organizations the strength and direction of relationship between patient loyalty and efforts taken for marketing along with impact of moderating and mediating variable on the same. Future research can look into the other variables that will moderate or mediate the relationship in turn will help not only healthcare organizations but insurance companies also to develop product or service according to requirement of relationship. Research focuses on impact of moderating effect of health insurance on association amongst marketing efforts taken for relationship marketing and loyalty of patients through patient satisfactions’ mediation which was not studied before this. The study aims to test the conceptual model of moderating impact of health insurance on association between relationship marketing, patient loyalty and patient satisfaction using SEM.

Features of the influence on the economic dynamics of social institutions, formal and informal values

The article reveals the role of legitimate institutions and illegitimate institutions, formal and informal dominant values in providing the environment in which the economy functions and develops, certain characteristic features, the qualitative properties of which play a decisive role in the process of forming economic dynamics. The influence of personal interest, not limited by the framework of sociocentric morality, on the development of negative trends in the surrounding natural environment, the growth of social contrasts, the formation of a shadow economy, the spread of corruption, the increase of transaction costs, the inhibition of modernization processes in the field of production of goods, the accumulation of complications in the provision of quality services, etc. An analysis of the problems and threats caused by the stimulation of personal interest without its simultaneous subordination to public interests and coordination with them was carried out. It has been revealed how personal interest, unlimited by ethical norms, becomes the cause of the development of negative trends at the current stage of the evolution of the consumer economy, under the influence of both the stimulation of artificial needs of ordinary citizens at the bottom of the socio-economic pyramid, and the growth of the scale of quasieconomic activities of leaders in the accumulation of capitalist resources at its top. The role of sociometric morality, corporate ethics, and solidarity between people in increasing the effectiveness of the organization of subjects of economic activity of various forms of ownership, scale of activity, and level of capitalization is revealed. It was established that legal regulators alone are not enough to ensure a high level of organizational efficiency of the economy, since all the nuances in the complex web of a large number of economic interactions cannot be taken into account in the current laws, for which certain «blind spots» always remain, in which there is room for manipulation. Along with this, it was analyzed how due to «blind spots» not taken into account in the laws, a favorable environment is formed for the development of corruption and imitation activities in the economy, in which the redistribution of income, resources, property, capital, etc. replaces the production of necessary goods and the multiplication of real capital at the disposal of society. The role of social norms, which are formed on the basis of dominant values, in constructing the quality of the environment in which the economy functions, receiving from it, depending on its properties, either impulses for its development, or inertial paralysis caused by the dominance of redistribution over progress, is revealed. It has been established that the economic paradigm has changed from the focus on multiplying productive capital to consumer priorities, rent, and power acquired through accumulated signs of wealth (money and securities), which step by step lose the ability to adequately reflect economic reality.

ФАКТОРИ ВПЛИВУ НА ЯКІСТЬ НАДАННЯ ПОСЛУГ ГОТЕЛЬНИМИ МЕРЕЖАМИ

Given the dynamics of economic, political, social, and environmental processes in the globalised world, a number of unresolved spectrums of internal and external influences are emerging on the hotel business. The issues of quality of hotel services and, accordingly, identification and consideration in the hotel business of the factors influencing the quality of service provision by hotel chains remain a priority under any circumstances, which determines the relevance of this study, in particular, with regard to the conditions for meeting quality standards and satisfying consumer needs in crisis conditions, conditions of uncertainty, and the urgency of resolving certain issues related to providing guests with appropriate conditions of basic and additional services and maintenance. The article is aimed at considering and formulating, on the example of hotel enterprises in Ukraine, the essence and significance of factors influencing the quality of service provision by hotel chains in the current business environment. The object of the study is the factors influencing the quality of service provision by hotel chains. The subject of the study is a set of theoretical and methodological foundations for determining the essence and peculiarities of determining and taking into account in economic activity the factors influencing the quality of service provision by hotel chains. The scientific novelty of the study is to summarize the arguments for determining the level of influence of various factors on the quality of service provision by hotel chains in Ukraine under martial law. Methodology and research methods. A number of methods have been used to reveal the topic of the research, the main of which are the methods of observation and comparison, synthesis and analysis, statistical; graphical and tabular techniques. The article summarizes the arguments on the expediency of determining the essence of the factors influencing the quality of service provision by hotel chains and taking into account their features in the context of the crisis in the Ukrainian economy. The article systemises scientific theoretical, methodological, analytical and applied principles concerning regulatory requirements to the quality of hotel services, as well as conditions for ensuring quality service by hotel chains. The results of the study may be of interest and use to a wide range of hospitality industry professionals, as well as higher education students studying in the fields of tourism and hotel and restaurant business.

The modern trends and innovations in the marcet of financial services

Problem setting. One of the key factors that play an important role in providing economic and information security, especially in the extremely difficult in the present conditions, which are associated with the full-scale invasion of the russian federation on February 24, 2022, is undoubtedly constant innovative development. Innovative digital transformation in the spheres of the economic and financial sector is an important stage of the formation and development of the financial system, stabilization of the work of financial institutions, because it improves, simplifies and perfects their work, the quality of service provision. Meeting the needs of consumers will increase the level of trust in the financial sector as a whole. In order to achieve these economic goals, the newest market tools that are being introduced must correspond to the best global trends, contribute to the strengthening of the level of protection against cyber-attacks and cyber threats, the development of various sectors of the economy, maintaining the appropriate level of customer orientation and increasing the competitiveness of domestic enterprises on the international market. The systematization of these tools and their usage will provide the studied market with the opportunity to restore resources and full-fledged functioning, which suffered in connection with the destructive consequences of military actions on the territory of our state. Purpose of the research is to systematize, determine the content and form modern trends and innovations in the market of financial services. This research is aimed at the analysis of existing innovative processes introduced in the market of financial services, their impact on the development and improvement of the financial sector, as well as the essence, effectiveness and mechanism of action. The article considers the current innovations that are actively being introduced in the financial industry, their content and benefits of application, thanks to which the financial sector in today's conditions is able not only to work to meet the basic needs of customers, but also to improve and modernize its activities. Analysis of resent researches and publications. A significant contribution, in terms of analyzing the impact of the current conditions and the latest technologies on the financial services market, is the work of domestic and foreign scientists. Study of statistical indicators and innovations, generalization of already obtained results, as well as the prospects proposed and compliance of these proposals with international standards. Scientific activity in the financial market, improves the functioning of the financial sector and indicates the importance of certain points requiring separate attention of its regulators. This subject is considered in the works: N.Kravchuk, O.Lutsyshyna, N.Tatarin, D.Polovko, L. Melnik, O.Pihotska, O.Procyk and others. Article’s main body. The relevance of this research lies in emphasizing the rapid change in trends and the need for the financial sector to introduce and develop innovative approaches to achieve the desired results. The goal is to systematize, identify the content and forms of modern trends and innovations in the market of financial services. Summarizing the research of today's innovative processes, it is worth noting the importance of maintaining a balance between the introduction of the latest technologies and financial stability, the introduction of global innovations into the legislation of Ukraine, the introduction of high-quality financial products taking into account the economic interests of the state and every user of financial services without exception - these are the main tasks that must be worked on both to legislators, specialists in the financial sphere, and specialists in the scientific field. The topic of innovative trends remains relevant and promising. A positive aspect is the cooperation of the domestic market with the international market, the introduction of legislative changes and their implementation in the financial services market, which improves its activity. Successfully introduced innovative technologies will ensure rapid integration processes into global financial markets, bringing the quality of service closer to EU standards, economic recovery and growth, and strengthening the defense capability of our state, which is currently a priority task. Conclusions and prospects for the development. Balance between the introduction of new technologies and financial stability, the inclusion of world innovations in the legislation of Ukraine, introduction of high-quality financial products taking into account the economic interests of the state and each and every user of financial services without exception, these are the main tasks on which it is necessary to work as lawmakers, specialists in the financial sphere and specialists in the scientific field. Successfully introduced innovative technologies will ensure rapid integration processes into global financial markets, approximation of service quality to EU standards, recovery and economic growth, strengthening the defense capability of our state, which today is a priority.

СТРАТЕГИЯ ОТКРЫТИЯ МАНИКЮРНОГО САЛОНА: ШАГИ К УСПЕШНОМУ БИЗНЕСУ

This article discusses the main stages of opening a salon in the nail industry. Particular attention is paid to such important stages as: identifying the target audience, market analysis in the nail business, which, in the future, will allow you to develop a unique offer for customers. No less significant will be the consideration of the location of the salon, as well as the question of why you should pay attention to the competent design and interior of the studio. The article discusses the importance of creating a business plan that emphasizes financial projections and marketing strategies. At the end of this article the question is raised about the selection of qualified specialists, team management, providing quality service, which will be the basis of customer loyalty and stable successful business.

Determination of Product Marketing Strategy on Gen Z Loyalty to Tophat Cafe

This research aims to determine the influence of service quality, price competition, word of mouth on loyalty. The sample in this research was Gen Z consumers who had visited Tophat Café as many as 150 people. Data analysis techniques use Validity Test, Reliability Test, Classical Assumption Test, Multiple Linear Regression Analysis, Determination Coefficient Test, F Test and t Test. From the research results, it was found that service quality had a significant positive effect on loyalty, price competition had a significant positive effect on loyalty and word of mouth had a significant positive effect on loyalty and together service quality, price competition and word of mouth had a significant effect on loyalty. The magnitude of the influence of the independent variable on loyalty is 56.7%. The advice that researchers can give is that Tophat Café should provide quality service, create a competitive price policy and always help consumers’ word of mouth.

Workshop Synthesis: Activity Tracker and Data Enrichment – Connecting Transport and Health

The workshop “Activity tracker and data enrichment – connecting transport and health” focused on exploring the potential of the existing embedded/additional sensors (e.g., biometric sensors) and emerging methods (e.g., machine learning, image processing, and walking crowdedness density measurement) to better understand the complexity of travel behavior and its implication to health, urban design, service quality provision and general transport and urban planning issues. The effectiveness and/or performance of the usage of these sensors and analysis methods, compared to more traditional solutions, were also in the scope of the workshop. This paper is a synthesis of discussions regarding benefits and challenges, in both the deployment and analytical processes that were generated during the workshop presentations and discussions.

Achieving Customer Purchase Attention Inherit Customer Satisfaction by Providing Service Quality in Telecom Sector of Pakistan

Achieving Customer Purchase Attention Inherit Customer Satisfaction by Providing Service Quality in Telecom Sector of Pakistan

Service quality of public, private and cooperative agricultural service providers in Karnataka

Service quality of public, private and cooperative agricultural service providers in Karnataka

Revitalising Export Orientated SMEs of Sri Lanka with Trade Credit Insurance

Financial losses due to unsettled receivables from commercial debtors, which expose them to enhanced credit risk, pose a serious challenge to the profitability and expansion of export-orientated small and medium enterprises (SMEs) the world over. Trade credit insurance is a specialised insurance product that aims to mitigate credit risk by protecting the account receivables of businesses involved in international trade. However, the adoption of trade credit insurance amongst export-orientated SMES remains strikingly low. The purpose of this paper was to examine the effectiveness of the use of trade credit insurance in raising the profitability levels of export-orientated SMEs, the reasons for its low adoption rate, and strategies to encourage enhanced utilisation of it among SMEs. The quantitative methodology was employed by way of a survey in conducting this study, which included a sample of 345 managers or owners of export-orientated SMEs in Sri Lanka. Descriptive analysis revealed that 20.9% of the respondents were unaware of the existence and benefits of trade credit insurance, and only 63.2% were utilising trade credit insurance. Ordinal logistic regression analysis revealed that SMEs that employed trade credit insurance in mitigating trade credit risk showed significantly higher growth in profitability in comparison to those who did not. Therefore, to revitalise the export-orientated SMEs and enhance their contribution towards the economic prosperity of the country, it is recommended to increase awareness of trade credit insurance among them and strengthen their risk management culture while improving the service quality of service providers.

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.

Information Fusion for the Training of Public Administrators: Design of a Composite Indicator through the Integration of AHP and TOPSIS Methods

The article addresses the importance of capacity development among public administrators to ensure the efficient functioning of the state and the provision of quality services to the citizenry. This entails acquiring legal knowledge, ethical principles, and technical skills in areas such as strategic planning, financial management, and policy evaluation. In addressing the evaluation of public administrators' training programs, the Analytic Hierarchy Process (AHP) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) methods are employed. The methodology delineates the fundamental concepts and key equations to understand the application of these methods in evaluating public administrators' training programs. The findings underscore the significance of specific competencies in public administrators' training. These competencies, combined with comprehensive training encompassing cognitive, attitudinal, and instrumental dimensions, can equip professionals to confront current governmental challenges effectively. The article emphasizes the relevance of capacity development among public administrators and introduces methods such as AHP and TOPSIS to assess and enhance training programs in this field, aiming to bolster the state's capacity to respond efficiently to societal needs.

Supporting and Inhibiting Factors in Implementing Electronic Medical Records (EMR) Policy in Indonesia

Health service facilities are obliged to provide quality services to patients. The increasingly rapid pace of information technology has influenced digital health services, one of which is through Electronic Medical Record (EMR) services. EMR, can improve the quality of health services for patients. The government issued a policy regarding medical records through the Indonesian Ministry of Health’s Regulation Number 24 of 2022 on Medical Records mandating that all health facilities implement EMR by December 2023. However, health facilities have not fully complied this policy. Based on the monitoring of the SATU SEHAT implementation, only 61.42% of health service facilities in Indonesia have adopted EMR due to several obstacles related to human resources, infrastructure, and management elements. This research aims to analyze the supporting and inhibiting factors in the implementation of the EMR policy in health service facilities in Indonesia. The research used a narrative review method by searching for articles using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guideline, resulting in16 journals that were the required criteria. The analysis of these 16 articles show that, in general, health service facilities in Indonesia are ready to implement EMR. However, the implementation of the EMR policy faces inhibiting factors, such as unprepared IT infrastructure, lack of EMR implementation guidelines, and insufficient human resource training. Supporting factors include policies regulated by the Ministry of Health and government facilitation in implementing EMR. To achieve success in implementing the EMR policy, efforts are needed to improve IT infrastructure, improve the quality of EMR, develop strategies for EMR implementation, and provide continuous government assistance from the to health service facilities.

Gaia-X & Fiware: Implementation of a Federated Data Platform in Smart Cities

Using and connecting different technologies to improve the quality of urban life is a significant challenge for smart cities. The interconnection of transport, energy, water, public lighting, and other urban infrastructure systems is critical to providing quality services to citizens and reducing environmental impact. However, data interoperability from these systems is a significant challenge, as data is mainly stored in different formats and locations from various sources. This paper examines the challenges of integrating existing datasets in intelligent cities and proposes solutions to create secure and interoperable data-sharing environments. To this end, an approach called data federation is discussed by implementing a federated platform for integrating such data. However, it is essential to note that there may be challenges in terms of cybersecurity and interoperability. This is where context brokers play a crucial role, regulating access to data by enforcing rules and providing security standards. In this way, these challenges can be managed appropriately, ensuring data protection and the system’s proper functioning. Finally, it is essential to mention that this work is linked to a smart cities project, which aims to promote innovation in smart cities by implementing several innovative solutions. The study presented in this research contributes to understanding the challenges in smart cities. It proposes solutions for creating secure and interoperable data-sharing environments, which are essential both for the project’s success and for the development of smart cities worldwide.

DESIGN OF A SWITCHED BEAM ANTENNA SYSTEM USING A 4 × 4 BUTLER MATRIX FOR WIRELESS COMMUNICATION APPLICATIONS

Demand for quality service within the cellular network, which has many cells within the cluster, has certain requirements to satisfy the customer or subscriber at any cost. Hence, a reliable approach to provide quality service to the subscriber is needed, and in that attempt, a switched beam system is proposed, which is composed of a Butler matrix operating at 2 GHz for 5G wireless communication systems. The Butler matrix operates at 2 GHz, however, and has an overall bandwidth of 1.2 GHz, ranging from 1.8 GHz to 3 GHz. The beamforming operation is completed by incorporating an antenna array; typically for such applications a linear array with half lambda spacing is preferred. Here, the antenna array is made of a dielectric material, hence forming a dielectric resonator array operating at the same frequency as that of the Butler matrix. To complete the switched beam system, a radiofrequency source is chosen, typically USRP 2900 from National Instruments, to provide excitation to the Butler matrix throughout its operation. The simulation is carried out in Ansys HFSS and PCB Antenna Designer from MathWorks. This article gives the simulation as well as measured results of the Butler matrix and dielectric resonator antenna and draws a conclusion of the performance of the system based on simulated and measured results.

ГОСТИННІСТЬ В ГОТЕЛЬНО-РЕСТОРАННОМУ ТА ТУРИСТИЧНОМУ БІЗНЕСІ: ЗАГАЛЬНІ ЗАСАДИ ДОСЛІДЖЕНЬ ТА ОСОБЛИВОСТІ ПІДГОТОВКИ ФАХІВЦІВ

The article provides a comprehensive analysis of the modern phenomenon of hospitality in various aspects at different levels. Two semantic interpretations of hospitality, conventionally interpreted as “hospitality-trait” and “hospitality-sphere”, are proposed and substantiated. “Hospitality-trait” is an important characteristic of any entity that, on a commercial or other basis, receives and serves guests for certain reasons. “Hospitality-sphere” is a derivative of “hospitality-traits” and is a product of its institutionalization, namely, a field of activity whose main profile task is to provide quality services to guests. An author’s model of the hospitality sector of society was built, consisting of four levels – the “core”, which includes a complex of hotel-restaurant and tourist business enterprises, and its three “superstructure circles”, a system of enterprises and subjects of each of the following among which gradually reduces the level specialization in hospitality services, but in one way or another applies the features of hospitality in its activities. The presented model of the field of hospitality can serve as an additional basis for the adoption of legislative and regulatory acts and for the adoption of managerial decisions regarding the regulation of the manifestation of hospitality traits in the work of any enterprises and subjects of economic activity, mainly in the field of hotel, restaurant and tourism business. Current directions of research in the field of hospitality are outlined, among which the most important are the problems of measuring the degree of hospitality of its various subjects, as well as improving the system of training specialized personnel. Important directions are also the definition and analysis of the features of hospitality at different levels of spatial and organizational scale and territorial coverage (hospitality of the state, people, region, city, locality, enterprise, institution, industry, social stratum, individual family, individual person, etc.), study of spatial aspects of hospitality, justification of distinctions between “stationary” and “mobile” hospitality, especially during tourist trips, hospitality research at different stages of hospitality product consumption, etc. Argued proposals for improving the quality of education for the “core” of the hospitality sector, primarily strengthening the psychological training of future specialists, using psychological trainings, quests, situational exercises (case studies), etc., are provided. Hospitality in the process of specialized education in the training of specialists in the field of service should pass through all educational components, both during theoretical training and during training of practical skills.

Bus Rapid Transit: End of trend in Latin America?

Abstract Bus Rapid Transit (BRT) has grown fast in the last 25 years, promising low-cost, rapid implementation, and large positive impacts. Despite advances, many systems in middle- and low-income countries face operational and financial issues, particularly in Latin America. Some practitioners, researchers, and decision makers, and the media are questioning its ability to provide quality services. Is this the end of a trend? To answer this question, this paper explores the status of the BRT industry and literature on the topic, with a focus on Latin America, as well as the emblematic cases of Curitiba, Quito, Bogotá, Mexico, and Santiago. Overcrowding, lack of reliability, fare evasion, issues of safety and security, and poor maintenance are evident problems in these and other cities. They seem to be a result of institutional and financial constraints, as well as technical limitations of surface-based transit modes. BRT has been able to deliver high-capacity and fast and reliable services, but requires permanent management and investment to face growing demand and aging infrastructure and vehicles, just like rail systems do. In addition, attention needs to be provided to data, technology innovation, urban integration, and public participation to keep BRT as an integral part of multimodal high-quality sustainable mobility networks in the future.

Behind the Scenes: Evaluating the Performance of University Support Personnel for Institutional Progress

To remain competitive in the higher education market, Higher Education Institutions (HEIs) have to provide quality services to their clientele (Legcevic, 2014; Guaimalon et al., 2022). These services must be aligned with the mission, vision, and long-term goals of the university, which include employee productivity and service sustainability. This study sought to assess the university support personnel’s performance for institutional progress and students’ satisfaction. It also determined the relationship between the support personnel’s profile, in terms of sex and length of service, and their performance. The descriptive-correlational design was applied in this inquiry wherein all 97 regular support personnel were the respondents and were evaluated by their supervisor and two randomly selected senior co-workers. A standardized questionnaire was utilized to gather data on the performance of the support personnel. Weighted Mean, Spearman’s Rank Order Correlation Coefficients, and Chi-Square Test were used as statistical tools. The data revealed that the performance of the support personnel “exceeds expectations” in the following areas: work quantity, work quality, work relationships, work skills, job knowledge, and time record. The results further indicated that the work performance in terms of extension work is classified as “meeting the expectations.” Moreover, the study found that the support personnel’s length of service is inversely related to their work performance and that female personnel performed better at work than their male counterparts.