Quality Of The Service Research Articles

Evaluation of the quality of physiotherapy service in university of Gondar comprehensive specialized hospital, northwest Ethiopia: A mixed method evaluation.

Currently, the number of people with physical disability and impairment is increasing significantly in Ethiopia, especially in the northern part. In that regard, the Ethiopian government has been providing physical rehabilitation services to recover patients. However, due to the widespread problem of healthcare service and the increase in patients seeking physiotherapy service, the quality of the service might be compromised, and the evidence is limited. Thus, this study aimed to evaluate the quality of physiotherapy services at the University of Gondar Comprehensive Specialized Hospital, northwest Ethiopia. A single case study with concurrent mixed method research design was conducted from June 02- August 10, 2022. The evaluation used patient-centeredness, timeliness, compliance and availability dimensions with 27 indicators. A total of 415 systematically selected patients who came for physiotherapy service for exit interviews, 9 service providers and managers for key-informant interviews, and 8 patients for in-depth interviews participated in the study. Approximately 176 patient medical charts were reviewed, and direct observation of 14 patient-provider interactions was performed. Binary logistic regression analysis was computed to identify factors associated with patient-centeredness. In the final model, variables with a p value < 0.05 and adjusted odds ratio (AOR) with 95% confidence interval (CI) were used to declare statistical significance. Thematic analysis for the qualitative data using OPEN CODE version 4.03 was performed. Finally, the dimensions and overall quality of physiotherapy service were judged using predetermined criteria. The overall quality of the physiotherapy service was found to be fair or intermediate (66.5%), computed from the availability of resources 63.4%, compliance of service providers 68.6%, timelines 64.2%, and patient centeredness 73.1%. Qualitative findings also revealed that insufficient staffing and heavy workload, lack of resources, inconvenient facilities, relocation of resources in the academic division of physiotherapy department, lack of training and continuous professional development opportunities, lack management attention and institutional support and nonexistence of multidisciplinary approaches leads to significant gaps in quality service delivery. Attending primary school (AOR = 3.22, 95% CI: 1.56, 6.61), secondary (AOR = 4.24, 1.91, 9.41), and higher education (AOR = 4.79, 1.94, 11.84) and being a private employee (AOR = 0.34, 95% CI: 0.16, 0.76) were significantly associated with patient centeredness. The overall quality of physiotherapy service was deemed intermediate and needs further improvement. The required resources, such as clinical assessment tools, therapeutic exercise equipment, electrotherapy modalities and infrastructure, were not adequate. Educational level and occupation were significantly associated with patient centeredness.

Evaluation of a telephone hotline for a university hospital's operational hygiene team

Hotlines are remote systems that provide a direct link with professionals and rapid answers to their questions. In 2023, the hygiene operations team at Nantes University Hospital carried out an evaluation of its system five years after its introduction, involving 727 professionals. They were satisfied with the time and quality of the service provided, as well as with the scientific input received.

Effects of job satisfaction and work experience on critical thinking and mindfulness of physiotherapists: a cross sectional study

Effects of job satisfaction and work experience on critical thinking and mindfulness of physiotherapists: a cross sectional study Abstract Objective: The aim was to investigate the effects of job satisfaction and work experience on the critical thinking and mindfulness of physiotherapists. Material and Methods: One hundred and thirty physiotherapists (age: 29.00 (5.00) years) were included. Participants' job satisfaction with the Job Satisfaction Scale, professional experience with self-reports, critical thinking with the Marmara Critical Thinking Disposition Scale, and mindfulness with the Five-Facet Mindfulness Questionnaire (Short Form) were questioned via online platform. Results: The median active working duration of the participants was 5.00 (1,00-29,00) years. Correlations were found between job satisfaction and reaching judgment (p=0.02), open-mindedness subdimensions (p=0.05) and the total score of critical thinking dimension (p=0.04), and non-reactivity (p=0.03) and observing subdimensions (p=0.03) of mindfulness dimension. Work experience dimension correlated with acting with awareness (p=0.01) and observing (p=0.04) subdimensions of mindfulness. A weak positive relationship was found between job satisfaction, work experience parameters, critical thinking, and mindfulness levels. Conclusion: Higher levels of critical thinking and mindfulness may lead to higher job satisfaction among physiotherapists. This may be important for the accuracy and quality of the service provided. Keywords: Decision-making, healthcare, awareness, experience, job satisfaction.

Limitations in the Contemporary Technical Education System and Ways to Improve them

Ancient India had a "GuruKula" system in which a guru (“the dispeller of darkness”) trained his disciples who emanated from different walks of life. The guru knew the strengths and the weaknesses of each of his disciples. For example, the mythological Dronacharya (of the “Mahabharata” fame) made “Arjuna” the master of archery but shaped “Duryodhana” as the ace in mace-fighting. This arcane system has transformed into a commoditized and commercialized present-day education system (thanks to money) that we are witnessing. Technical education (Engineering in particular) still has the charm. Yet, in the ever-changing world of demand versus supply, it is an absolute necessity for us, educators, to prepare our students for the future of the new India and for the benefit of mankind. The students should be industry-ready by the time they graduate from college, regardless of the course they are pursuing. Unfortunately, what we witness today seems largely an “outdated school of thinking” where an instructor is complacent about his/her craft – mainly because he/she has been teaching the same subject usually the same way, for several years. This system has serious flaws. Life is all about new ways of learning and learning new ways - forever and continuously - to keep oneself intellectually motivated and satisfied. The moment we as teachers feel adequate or self-sufficient, we are heading for a slow but sure disaster and make ourselves outdated in the process, like an expired drug. So, better late than never. We, as instructors need to be emotionally closer to the students (many students still see their parents in their teachers) than we currently are, as the expectations from the new generation have changed which wants guidance, mentoring, coaching, and hand-holding. Education has been the only industry in the world where the student – your customer - pays large sums of money and never complains about the quality of the service received. Even this, is changing. We, teachers, learn from our students all the time. The students are more savvy in using modern tools and technology and new ways of thinking. It is the time we align ourselves. Keywords: Complacent; Engineering; Gurukula; Intellectual Motivation; Outdated; Modern Tools and Technology

Banking Service Technologies as a Tool for Increasing the Efficiency of Interaction with Clients

Introduction. The efficiency of customer service in a commercial bank is inextricably linked with the need to implement modern banking technologies that affect the speed and quality of the service provided. The intensity of development of banking technologies requires a study of their features and application criteria. Purpose of the study. To study the trends in the implementation and development of modern technologies in banking and their impact on the quality of bank customer service. Methods. The study used such general scientific methods as analysis and synthesis, formal and dialectical logic, statistical processing methods, and a systems approach. The object of the study was Sberbank PJSC, a leader in the implementation of modern technologies in the banking market. Results. The article considers the main components of banking technologies. The influence of technologies on the effectiveness of banking services is substantiated. Positive and negative aspects of the implementation of modern banking technologies in the customer service process are highlighted. Modern service technologies used in the banking system when creating a digital infrastructure, regulated by the Central Bank, are highlighted. The trends in the use of modern banking technologies are considered based on the degree of digitalization development in the bank, age preferences, as well as as a result of the impact of the coronavirus pandemic. The performance indicators of Sberbank PJSC as a technological leader in the banking services market are considered. Conclusions. Effective interaction of banks with clients in the context of digital transformation is carried out using modern banking technologies containing many components with appropriate characteristics. Maximizing efforts to use modern technologies contributes to the expansion of the client base and profit growth.

Impact of Chatbots on Satisfaction and Loyalty in Lima's Telecom Sector

The migration towards digital environments has transformed the expectations of consumers, who now not only look for quality products and services, but also convenience, personalization and efficiency in each interaction with the brand. This change presents significant challenges for companies, as they need to constantly adapt to meet their needs and thus maintain loyalty in a highly competitive market. The pressure to offer added value and maintain customer preference is intensified by the ease with which consumers switch to competitors. which drives companies to innovate and adapt AI such as chatbots, which could be the answer to this challenge. The objective of this research work is to know if the use of chatbots positively influences the satisfaction and perceived loyalty of consumers of telephone services, since in this case the speed, quality of the service and the customer's need for understanding. They are critical and represent a greater challenge to differentiate. The methodology used for this research maintains a quantitative, correlational, non-experimental approach. The type of sampling was non-probabilistic, and the strategy was snowball. The instrument used was a questionnaire with a sample of around 130 consumers in the city of Metropolitan Lima in Peru. The findings suggest that chatbots are not only innovative tools, but also strategic ones for telephone companies seeking to improve customer satisfaction and loyalty. The implementation of appropriate chatbots can transform the customer experience, providing a more agile, personalized and effective service, thus seeing a close relationship between the dimensions of the chatbot with the satisfaction and loyalty perceived in consumers. In a world where these variables are key to business survival, chatbots represent an opportunity to create exceptional experiences. Uncover how cutting-edge AI chatbots are revolutionising customer satisfaction and loyalty in the competitive telephone service industry, offering transformative, personalised, and efficient interactions.

Analisis Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Konsumen Produk Velg HSR di Alpha Racing Toko Velg Ban dan Sporing Mobil Kab. Karawang

The aim of this research is to find out how consumer satisfaction is influenced by product quality and service quality of HSR wheel products at the Alpha Racing Tire and Car Spring Wheel Shop, Karawang Regency. Data was collected through a survey using a questionnaire to consumers who had used HSR wheel products at the shop. Linear regression analysis is used to test the relationship between the independent variables (service quality and product quality) and the dependent variable (consumer satisfaction). Consumer satisfaction with HSR wheel items is significantly influenced by the quality of the product and the quality of the service provided, according to research findings. The research results show that the coefficient of determination (R Square) test results are zero point five two four, which shows that around fifty-two point four percent of the variability in consumer satisfaction can be explained by service quality and product quality. These findings highlight the importance of high quality services and products in meeting consumer expectations and satisfaction in the auto wheel industry. There is also a discussion of management consequences and recommendations for further research.

The Influence of Business Location and Service Quality on Consumer Loyalty with Consumer Satisfaction as a Mediating Variable at PT Giri Aneka Usaha (Perseroda) Giri Husada Wonogiri Pharmacy Unit

The objective of this research is to: 1) test and measure the impact of service quality and business location on customer satisfaction. 2) test and mitigate the effect of quality of service and business site on consumer loyalty. The research was carried out at the Aneka Usaha (Perseroda) Pharmaceutical Unit at Husada district of Wonogiri. The population in this study is the entire customer of Pharmacy Giri Husada. Given the unknown distribution of the population, according to Cooper and Schindler the number of samples taken was 96 rounded to 100 respondents. Research finds that there is an influence on the quality of service and the location of the business on consumer satisfaction. The quality of the service and the location of the business influence the loyalty of the consumer. Consumer satisfaction mediates the quality of the customer service against the loyalty of the consumer, but consumer satisfaction does not mediate the quality of service against the customer loyalty.

THE EFFECT OF SERVICE QUALITY ON THE SATISFACTION OF MEDIA PARTNERS AT PT. MAIN SOLO AUDIO RADIO (SOLOPOS RADIO)

Currently, many companies are opening services. This makes the level of competition of companies very tight. Therefore, these problems need to be considered by companies so that their business continuity is maintained. This study aims to analyze the quality of service on the satisfaction of media partners at Radio Solopos. In this study, a quantitative descriptive method is used. The respondents in this study are media partners of Radio Solopos. Of the 45 questionnaires distributed, the researcher took 30 respondents. Data collection was carried out by distributing questionnaires to respondents. The researcher calculated the questionnaire result using Social Science Statistics Package (SPSS) version 29 program. The result of this study is that service quality has a significant effect on media partner satisfaction. Because t counts are greater than t tables (7,254 &gt; 2,048). So that if the quality of the service provided is high, then the higher the satisfaction that will be obtained by media colleagues. Radio Solopos needs to improve the quality of services provided and also evaluate the job desks of each division.

Elucidating managerial, staff and client perspectives on the Speech and Language Therapy service in Malta.

Speech and language therapy (SLT) services are fundamental for communication, academic and social development. Evidence shows that demand for services is increasing, and this can adversely affect the quality of care. There are limited published studies in relation to the demand and quality of speech and language services in Malta. To elucidate the perspectives of speech-language pathologists (SLPs), service managers and parents of clients about the impact of factors pertaining to human resource development (HRD), human resource management (HRM) and the environment on the quality of the children's SLT service in western Malta. Also, to outline the beneficial strategies or recommendations to improve the quality of the service provided. A mixed-method study was used. Quantitative data provided by the Speech and Language Center (SLC) were analysed to determine demand over time using descriptive statistics. Qualitative data from one-to-one interviews using a bespoke questionnaire with managers, SLPs and parents were transcribed and analysed. Common and distinct themes in relation to the quality of services were then formulated and evaluated. Quantitative results highlighted that clients were not receiving the required number of the therapeutic sessions. In total, nine themes in relation to the quality of the SLT service were identified by parents, SLPs and managers. The factors affecting the service quality were outlined and subdivided under three branches: HRD, HRM and the environment. All factors within these subgroups are expected to enhance the quality of the service provided if they are enhanced and improved upon. Additionally, the results showed that a discrepancy between the perceived and offered SLT services was felt from the managers' and SLPs' perspectives; however, this was not felt by parents. For parents, the main concern was the availability and frequency of the therapeutic sessions provided. Insights from SLPs, managers and parents of clients highlighted the barriers and enablers of quality of service in SLT services for children. These findings can be used to improve services in Malta and other countries with similar contexts, mainly by altering time management, reducing demands and improving availability. What is already known on the subject SLT is proven to enhance a child's communication skills. Increasing demands for therapy can affect the quality of the service provided, ultimately affecting the child's progress. There is a gap in the evidence base regarding the quality of speech and language services for children in Malta and the factors which affect the quality of the service. What this study adds to the existing knowledge This is the first study of its kind in Malta. It seeks to identify the quality of SLT services for children from three different perspectives: service managers, SLPs and parents. In addition, this study investigated what affects the quality of SLT services positively or negatively. Through this study, the impeding factors were divided into three domains; HRD factors, HRM factors and environmental factors. These domains were mentioned by all three groups of participants because they affected the service negatively or positively. The main negative aspects included bad time management, high demands, and reduced availabilities and accessibilities, whilst positive aspects included improved support, relationships and the environment. What are the practical and clinical implications of this work? This study suggests reducing the managerial and administrational demands on SLPs and improving session frequency would enhance the quality of service. In relation to the three domains, the HRD factors that would enhance the quality of service are: SLPs' and parental competencies, enhancing SLPs' positive characteristics, positive attitudes and cooperation from all personas; for HRM resources the factors important for quality are strategic and risk management, workforce and recruitment; and for the environmental factors the physical environment and resources are important as they affect the service depending on their condition, that is, improved resources result in improved service. Such alterations would reduce the SLPs' demotivation and burnout due to reduced responsibilities, whilst improving accessibility and availability, ultimately enhancing the quality of the service provided.

Implementation and research of gesture recognition in HCI field

Since the first Neural Network computer was made by Marvin Minsky and his schoolmates in 1951, the development of artificial intelligence (AI)has undergone various and huge changes. It generally evolves into a field that has infinite possibilities and a major branch of computer science that can not be ignored. With the trend of computerization and the rapid evolution of the Internet of Things (IoT), gesture recognition emerged. Various prototypes are blossoming in the laboratories, and some of them have become certain products that have practical applications in later days. At the same time, more and more deep learning technology has been applied to gesture recognition systems that greatly improve the quality of the service. The purpose of this review is to summarize and analyze the existing algorithms of Dynamic Gesture Recognition systems, which have several different methods that are based on multiple signal extractors. This study focuses on the 3D Convolutional Neural Network(CNN), which plays an important role in the Dynamic Gesture Recognition optimization algorithm and data analysis algorithm. In this paper, we reviewed past papers in the gesture recognition field, which include the sEMG method, microwave method, and vision recognition method. During the process of data collecting and summarizing the past papers, we mainly focused on the accuracy differences between recognition methods and the efficiency differences in data processing algorithms. (CNN-based, LSTM based, etc.) Then, we analyzed the main difficulties and challenges of these methods, which are briefly listed in the Introduction part. Data processing algorithms are also being studied, and a horizontal comparison between CNN-based, LSTM-based, and transformer-based algorithms is also being made. Besides this, for those problems that already have a reliable solution, we also summarized the possible solutions and listed them out. We found that the gesture recognition system has already been systematically studied and is partly used in some fields. However, the algorithm and modeling methods can still be optimized and it also needs further study to be more widely used.

Work autonomy and its associated factors among health professionals in public hospitals of North East Ethiopia

A low level of work autonomy is the bottleneck for the health service delivery and the quality of the service. Although work autonomy is the pillar of organizational commitment and a means of employee retention mechanism, information about the magnitude of work autonomy among health professionals is limited in Ethiopia. Therefore, this study aimed to assess work autonomy and its predictors among health professionals working in public hospitals of Northeast Ethiopia. Institution-based cross-sectional study was conducted from March 24 to April 24, 2021, among health professionals using a stratified sampling technique. Variables with a p-value of < 0.25 in bivariable analysis were included in the multivariable analysis and variables with a p-value of < 0.05 in multivariable analysis were regarded as significantly associated factors. The overall good work autonomy in public hospitals (Dessie and Boru Meda Hospital) of North East Ethiopia was 54.5% (95% CI 54.48–54.53). Satisfaction with organizational policy and strategy (AOR 2.34, 95% CI 1.29–4.25), satisfaction with supervisor support (AOR 7.20, 95% CI 3.97–13.07), good health service delivery planning practice (AOR 1.88, 95%CI: 1.13–3.13), being married (AOR 4.26, 95%CI: 2.06–8.82) being pharmacy professionals (AOR 0.44, 95% CI 0.19–0.98), and being anesthesia and radiology professionals (AOR 4.66, 95% CI 1.65–13.19) were significantly associated with work autonomy of health professionals. More than half of the health professionals working in public hospitals in Northeast Ethiopia are autonomous in their work. Satisfaction with organizational policy and strategy, satisfaction with supervisor support, having good health service delivery planning practice, being married, and type of profession were significantly associated factors in public hospitals. Thus, strengthening strategies aimed at shaping poor health service delivery planning practices and dissatisfaction of employees concerning supervisor support and organizational policy might have a substantial contribution to improving the work autonomy of health professionals.

Control of Online-Appointment Systems When the Booking Status Signals Quality of Service

We revisit a service provider’s problem to match supply and demand via an online appointment system such as a doctor in the health care sector. We identify in a survey that an extensive set of available appointments leads to significantly less demand because customers infer a lower quality of the service, as part of an observational learning process. We capture the quality inference effect in a multinomial logit framework and present a Markov decision process for solving the problem of releasing available slots of the appointment system to optimality aiming at maximizing the expected profits. We further evaluate several simple decision rules and provide management insights on which rule to apply under different generic scenarios. Different from current literature, offering all available appointments may lead to suboptimal results when accounting for the quality inference effect. The profit-maximizing strategy then is to offer a subset of the available appointments.

Technological vigilance and total quality in the management of the mental image of the institution: Goals and bets

Many institutions and companies are working to develop their activities and ensure overall quality. The quality of the service, in particular, aims to satisfy customers and build an exemplary mental image in the minds of this target clientele. Still, the competition market has taken another turn with technological and technical development. The most important of these factors that have developed and that institutions need to work on to build their capabilities is technological vigilance, which is an integral part of the institution's overall strategic plan. Technology must sometimes be selected for quality, especially those that enable sustainable development based on investment in knowledge instead of relying on raw materials. In this research paper, we will focus on the aspects that contribute to overturning the balance of competition in favor of the institution by adopting technological and cognitive mechanisms and knowledge under technological vigilance and maintaining the sustainability of its positive image with customers. Keywords: Technological awakening, knowledge economy, mental image, sharp technologies

Impact of Service Quality on Destination Image of Lake Buyan with Tourist Satisfaction as an Intervening Variable

The study aims to examine the impact of the quality of service on the image of Lake Buyan's destination with tourist satisfaction as a mediator variable. The study uses the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with the help of SmartPLS software. The sample of this study consisted of 150 tourists who visited Lake Buyan. Data collection is carried out through surveys using questionnaires designed to measure travelers' perceptions of the quality of service, tourist satisfaction, and destination image. The results of the analysis show that the quality of the service has a significant influence on tourist satisfaction and the image of the destination. Tourist satisfaction proved to be a full mediation in the relationship between the quality of service and the image of the destination. The findings confirm that improved quality of services in Lake Buyan can increase tourist satisfaction, which in turn reinforces the positive image of this destination. The study provides practical implications for tourist destination managers and stakeholders in Lake buyan to improve the quality of service as a strategy in promoting a positive destination image through improved client satisfaction. The research also offers new insights to researchers and practitioners in the field of tourism management and destination marketing. Keywords: Service Quality, Tourist Satisfaction, Destination Image

Understanding the trustworthiness management in the social Internet of Things: A survey

The next generation of the Internet of Things (IoT) facilitates the integration of the notion of social networking into smart objects, i.e., things, to establish a social network of interconnected objects. This integration has led to the evolution of a promising and emerging paradigm of the Social Internet of Things (SIoT), wherein smart objects act as social objects and intelligently impersonate social behaviour similar to humans. These social objects are capable of establishing social relationships with the other objects in a network and can utilize these relationships for service discovery. Trust plays an indispensable role in establishing and maintaining such social relationships to achieve the common goal of trustworthy collaboration and cooperation among the objects and guarantee systems’ credibility and reliability. In SIoT, an untrustworthy object can disrupt the basic functionality of a service by delivering malicious messages and adversely affecting the quality and reliability of the service. In this survey, we present a holistic review of trustworthiness management in SIoT. The essence of trust in various disciplines and the trust in SIoT have been discussed, followed by a detailed study on trust management components in SIoT. Furthermore, we analyse and compare the trust management schemes by primarily categorizing them into four groups in terms of their strengths, limitations, trust management components (employed in each of the referred trust management schemes), and the performance of these schemes vis-à-vis a number of trust evaluation dimensions. Finally, we discuss the future research directions of the emerging paradigm of SIoT, in particular, in the context of trustworthiness management in SIoT.

Qualidade dos serviços educacionais no período da pandemia da COVID-19: um estudo num curso de Administração

Education is considered a service that is provided to society, and higher education institutions play an important role in providing this service. In view of the implications and changes resulting from the covid-19 pandemic, these institutions had to adapt so that teaching could migrate from face-to-face to remote. Therefore, this study aims to analyze the perception of students from the administration course at the State University of Rio Grande do Norte, Campus Pau dos Ferros, on the quality of educational services provided during the Covid-19 pandemic period. Therefore, quantitative research was carried out, characterized as descriptive exploratory, through a field study with application of a questionnaire, answered by 145 students. Descriptive statistical techniques and exploratory factor analysis were used to process the data. The results obtained show that the teacher dedication construct, which brings together variables that are related to the dedication and interaction of teachers with students, received the highest score related to the quality of the service provided. The only variable that showed an average above four and does not belong to the aforementioned construct also involves teachers and their relationship with students. The components of the other constructs did not obtain highlighted scores, which indicates that they are points where improvements are needed. In general, it is concluded that the investigative aspects of the research indicate that the course provides quality educational services.

The one-station bike repositioning problem

In bike sharing systems the quality of the service to the users strongly depends on the strategy adopted to reposition the bikes. The bike repositioning problem is in general very complex as it involves different interrelated decisions: the routing of the repositioning vehicles, the scheduling of their visits to the stations, the number of bikes to load or unload for each station and for each vehicle that visits the station. In this paper we study the problem of optimally loading/unloading vehicles that visit the same station at given time instants of a finite time horizon. The goal is to minimize the total lost demand of bikes and free stands in the station. We model the problem as a mixed integer linear programming problem and present an optimal algorithm that runs in linear time in the size of the time horizon.

Proposed Service Quality Improvement at Aya Travel using SERVQUAL Method and Importance Performance Analysis

Intercity travel is a transportation service that facilitates movement between cities and cities. Aya Travel is here to facilitate transportation between Bandung and Depok. Aya Travel was established in 2005 with a fleet of 16 units. As time passes, there are travel competitors whose presence makes the sales of Aya travel departure tickets decline in 2016. This can be caused by the quality of other travel services being better than Aya Travel, so lately, people have switched from Aya Travel. The phenomenon is that what Aya travel consumers expect is not what they receive. Service quality measurement is carried out to respond to the above phenomenon using SERVQUAL. In the process, initial attributes from literature studies and Critical Incident Techniques were collected. After the attributes are collected, the questionnaire is distributed. The Factoring process is carried out to produce factors that are formed so that it is easier for Aya Travel to find out in which dimension it turns out that the quality of the service is inferior. After the SEVQUAL measurement process, an important Performance Analysis process was carried out to find improvement priorities from Aya Travel. The IPA method will map attributes into quadrants to produce priorities ranging from those that must be improved immediately to those that do not add value to the quality of Aya Travel's services. A Factor Analysis was produced from 22 attributes grouped into four factors, and it turned out that the display factor had the worst idea. The measurement of Aya travel service quality produces six attributes that need to be improved, which are those in the second quadrant (Consternate here) in the IPA diagram. For the proposed improvement, a discussion was carried out with Aya Travel so that the improvement proposal could be under the opinions and input of Aya Travel.

Estimation of willingness to pay for improved water supply service: Case of Algerian households

ABSTRACT The purpose of this article is to evaluate the water company in Algeria (ADE) subscribers’ Willingness To Pay (WTP) for a better service offer. This study assessed the WTP for improved drinking water in the department of Souk-Ahras (Algeria), using contingent valuation survey data of 5,342 households, with a response rate of 10.86% (greater than 10% of each municipality's total number of subscribers). Then, Probit and Tobit models were applied to analyze the determinants of WTP. The results show that the majority of respondents (62.84%) testified that they were not satisfied with the quality of the service provided in terms of quantity and quality of the water distributed. This research revealed that the WTP for an improved water supply service was approximately 16.18 Algerian dinar (DZD)/m3 (approximately 0.11 US$/m3) instead of the current tariff (6.3 DZD/m3–0.04 US$ /m3). With this new water tariff, the average water charge for a household is around 1.37% of the average monthly income.