Quality Of The Service Research Articles

Service quality in hospitality businesses and its effect on revisit intention during the Covid-19

The tourism industry has been one of the sectors most affected by the Coronavirus (Covid-19). Hospitality businesses constitute an important part of the tourism industry. In the new era, it is vital producing safe service under Covid-19 to the hotel customers. In the study, it was examined the effect of service quality given under Covid-19 conditions on guest satisfaction and the effect of the “Safe Tourism” certificate on buying behavior of tourists towards hotels. In the first part of the study, there are two questions about the socio-demographic characteristics of the participants. In the second part, the reasons why the customers prefer the hospitality establishments were asked. In the third part, the perceived quality level of the customers about the service of the hospitality business was measured. In the fourth part, there are five dependent variables based on a five-point It was found in the study that the quality of the service provided in the hospitality establishments and the level of satisfaction provided under Covid-19 conditions affect the intention to revisit the establishments. It was also found that the “Safe Tourism” certificate used by travel operators for marketing had a positive effect on choosing/buying hospitality establishments for holidays.

PENGARUH PEMBERDAYAAN SUMBER DAYA MANUSIA TERHADAP KUALITAS PELAYANAN PEGAWAI DI SEKRETARIAT KOMISI PEMILIHAN UMUM KOTA BANDUNG

Empowerment of human resources is a new approach that began widely used to improve the quality of human resources, thereby improving the quality of human resources in the activity may no longer just a training and development. Human resource development is an attempt to empower the potential possessed by the man himself in the form of competency, authority and responsibility in order to improve quality of care. Based on the results of preliminary research conducted by researchers, found problems relating to the quality of the ministry in Bandung KPU Secretariat staff are not optimal. Judging from the factor of transparency, accountability factors and participatory factors are low. This study aims to analyze the data and information about the empowerment of human resources for quality of service in the General Election Commission Secretariat Bandung. The research method used was survey explanatory that this method not only to explain or describe the empirical facts encountered in the field but also will explain the analysis of the influence of either partially or simultaneously between variables that are the focus of research. Based on the results of the study and discussion of the coefficient of determination (R2) of 0,946, this means that 94,6% variability of the variable quality of service can be explained by the independent variable in this case the desire terms (X1), the trust factor (X2), the confidence factor (X3) credibility factor (X4) accountability factor (X5) and communication factors (X6), which also means that there are influences shared between desire (X1), the trust factor (X2), the confidence factor (X3) credibility factor (X4) accountability factor (X5 ) and communication factors (X6) on the quality of service for the coefficient of determination (R2 = 94,6%) or it can also mean that the influence of variables outside the model that is equal to 1 - R2 = 0,054 (error). Simultaneously revealed that human resource empowerment variables empirically has a major impact on the quality of care Election Commission Secretariat Bandung. This implies that the operational empowerment of human resources is considered very important and strongly support the quality of service in the Election Commission Secretariat Bandung. The findings of the study also found that the variable quality of service at the Secretariat of the Election Commission of Bandung was not only influenced by variables empowerment of human resources per se, but there are other variables that also affect the quality of the service. Kata Kunci : Pemberdayaan Sumber Daya Manusia, Kualitas Pelayanan Pegawai

The Main Reasons for Customer Satisfaction with Parcel Locker Services: the Case of Lithuania

Many business leaders agree that their performance depends on the quality of the service they provide and its impact on customer satisfaction. In order to survive in the market or to increase their market share, parcel service providers need to be aware of the key factors that affect customer satisfaction with parcel services. The aim of this article is to analyse customer satisfaction with parcel locker service theories, and create a theoretical model to identify the main reasons for customer satisfaction with parcel locker services. The research problem: What are the main reasons for customer satisfaction with parcel locker services? The research methods are based on scientific literature, and data was collected through the questionnaire survey method and analysed by AcaStat software. The theoretical analysis distinguishes the six main reasons for customer satisfaction as price and quality, location dimension, time suitability, technological friendliness, service reliability, and safety. The research data were collected from 438 parcel service delivery users in Lithuania. The results indicate that the main reasons for customer satisfaction are: no need to wait for delivery at home, easy-to-use parcel lockers, 24/7 service possibility, and location convenience. This research is limited, because it was carried out during the pandemic, and the results would need to be verified if the epidemiological situation changes.

Academic tourism before COVID-19

The academic tourism understood as a planned and satisfactory recognition was the objective of this work. A cross-sectional, correlational, and exploratory study was carried out with a sample of 100 student users, considering their professional practices in tourist administrative and gastronomic services. A model was established in which the determinant of the prospective visit was the quality of the service, although the research design suggests the diversification of the factor in order to anticipate reactivation scenarios for academic tourism.

Costing the outpatient rehabilitation services: time-driven activity-based costing approach

BackgroundConsidering the importance of healthcare services costing in resource allocation, the aim of this study is to calculate the cost of rehabilitation services in an outpatient rehabilitation clinic in Tehran, Iran.MethodsThe data for this study were categorised as financial data and information about the process of rehabilitation services. The first category was extracted from the financial documents and the second was obtained by observation of patient flow and interviews with the clinic staff in 2016. The cost of rehabilitation services has been estimated using the time-driven activity-based costing approach.ResultsThe findings show that the cost of physical occupational therapy in the Asma rehabilitation center was $18.79 per unit of service. This amount for speech therapy services was $17.23 to $19.40, taking into account the difference in the quality of the service delivered. The cost of mental health occupational therapy service was between $19.46 and $23.57. Comparing the cost of these services with the government’s tariffs makes it clear that there is a huge gap.ConclusionThe limited number of patients referred to the center makes the cost of one unit of rehabilitation services much higher than the official tariffs. This is true for almost all similar institutions and makes the profitability of small rehabilitation institutions extremely unstable. Therefore, proper marketing for rehabilitation services by promoting patient referral links with larger healthcare centers and reallocation of resources to the formation of integrated rehabilitation complexes can play a significant role in their profitability.

OPTIMAL TASK SCHEDULING FOR CLOUD COMPUTING USING RAO ALGORITHM

Internet-based provision of computer resources is known as cloud computing. It is possible to utilise data that is controlled by a third party or some other individual at a distant place through cloud computing. Service Level Agreements (SLAs) are used by the majority of Cloud providers to define the services they provide. As part of the SLA, the service provider promises a certain level of quality of the service. Computing and data clouds are two sorts of clouds in a cloud-based system. In cloud technology, task scheduling is critical to ensuring service quality and SLA. One of the most important aspects of cloud computing is a well-organized work schedule. In this article, we have designed an optimal task scheduling method using RAO approach. The RAO algorithm is simple, required number of parameters, and required no tuning of parameters as compared to the other algorithm. Further, a multi-objective function is designed based on RAO algorithm performs the optimal scheduling. The performance evaluation is done by considering number of tasks such as 50,100,200, 300,400, and 500. Further, number of performance metrics are determined for it. The outcomes represents that the presented technique provides lesser values of AWT, ATT, and make span over the existing method.

"Digital contributes to the improvement and modernization of the healthcare system"

The modernization and development of information systems are major challenges for the hospital ofthe future. Driven by the public authorities, the "Hôpital numérique ouvert sur son environnement" (Digital Hospital open to its environment) program and the Ségur digital health program rely ondigital technology to facilitate the exchange and sharing of information, and thus improve the quality ofthe service provided to users in terms of care, support, and treatment. At the National Agency for Supporting the Performance of Health and Medical-Social Establishments, Yves Beauchamp is working on proposing tools and methodological kits to help establishments achieve the objectives set by these national programs.

Üniversite Öğrencilerinde Memnuniyet Ölçeği: Geçerlik ve Güvenirlik Çalışması

A qualified education depends on both the realization of the objectives expected from it and the level of satisfaction of those who benefit from this service. Determination of student satisfaction has an important place in determining the quality of the service offered in terms of higher education institutions. In this context, the aim of this study is to develop a measurement tool that can be used to measure the satisfaction levels of university students. For this purpose, “University Students Satisfaction Scale” (U-SSS) was developed. Exploratory Factor Analysis (EFA) was conducted on 1569 university students, and Confirmatory Factor Analysis (CFA) was performed on 1337 university students. As a result of the EFA, a structure consisting of 40 items with four factors (i. Social, Cultural and Physical Facilities of the University, ii. Facilities of the Educational Program, iii. University Service Area and iv. University Perception) was obtained. The variance was explained 58.219%. The Cronbach's alpha (α) internal consistency coefficient for 40 items in the final scale form was found to be .94. The structure obtained as a result of DFA was confirmed. As a result of the study, it has been determined that “University Students Satisfaction Scale” (U-SSS) is a measurement tool that can measure university students' satisfaction in a valid and reliable way.

The quality of service and user satisfaction of airline chatbots

Chatbots have shown to be a viable alternative to customer service agents in addressing customer questions and concerns. The airline sector has developed chatbots to meet the needs of their customers. In this paper, the study presents findings from a questionnaire involving 417 chatbot users. The assessment revealed that the quality of the airline chatbot service was deemed good, and users were satisfied with the airline chatbot service. This study also tested the relationship between the variables of the study. The outcomes revealed a significant relationship between users' profiles and the quality of the service provided by the chatbot. A significant relationship manifested between the users' profile and their satisfaction with the airline chatbot service. The results also discover a highly significant relationship between the quality of airline chatbot service and the users' satisfaction. Drawing on the findings, Developers should enhance chatbots to provide better service and boost customer satisfaction.

Design of a quality management system for a pharmaceutical company

This project was carried out in a company that sells and distributes medicines, it is striving to improve the quality of the service, which is why it is aiming to design the quality management system based on the processes approach and compliance with ISO 9001:2015 regulatory requirements. To fulfill the objective, the following activities were carried out: processes mapping, context analysis, risk identification, stakeholder mapping, establishment of quality policy and objectives, and development of a control plan. The results indicate the following key processes: purchases, inventories and sales, strategic prospecting, supply and support; management of human resources, technology and finance. Most influential stakeholders; in the client category, the Instituto Mexicano del Seguro Social, private hospitals and laboratories; in the provider category, PISA laboratory and independent drug distributors, in addition, the scope of the management system, policy and quality objectives were established, as well as a control plan for the system's risk management. Critical risks include not having developed mechanisms for electronic commerce and the lack of a Quality Management System. The countermeasures consider creating and designing an e-commerce store and implementing the Quality management system.

SERVICE QUALITY IMPACTS CUSTOMER SATISFACTION AND CUSTOMER LOYALTY (EMPIRICAL EVIDENCE FROM APPAREL INDUSTRY OF PAKISTAN)

As customers are getting prone to technology and have easy access to information, creating loyal customers is becoming a challenge for service providers. Therefore, it becomes important for companies to take corresponding actions proactively. The study has been conducted within the apparel industry of Karachi. Data has been collected from the young Apparel Brand users within Karachi and analyzed through SPSS and PLS-SEM. It has been analyzed that customer satisfaction and rapport have a significant impact on customer loyalty and the repurchase intention of the customer. The quality of the service offered to the customer plays a significant role in achieving customer satisfaction and enhancing their loyalty which helps in achieving the repurchase intention of the customer. The present study highlights the measures that managers need to take for strengthening customer loyalty which results in repurchase behavior and positive word of mouth. It will develop an understanding of how the better allocation of the available organizational resources can be carried out which will help in increasing the repurchase intention of the customer. For the success of any organization, a greater proportion of satisfied customers is required and the organization needs to enhance its satisfaction and loyalty level.

Pengaruh Harga, Kualitas Produk, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada PT. Probesco Disatama Medan

This research has the purpose of knowing the influence of Price, Product Quality, and Service Quality on Customer Purchase Decisions partially and simultaneously at PT Probesco Disatama, The research population is all customers of PT Probesco Disatama conducted with accidental sampling sample techniques obtained by 100 people. Adjusted RSquare value is 0.825 which is a research-free variable in the form of Price, Product Quality and Quality of service contributes greatly in explaining the customer decision of PT Probesco Disatama by 82.50%, and the difference is influenced by other factors outside the research. The study concludes that Price has a significant effect on customer decisions, product quality has a significant effect and is the dominant variable influencing customer decisions, service quality has a significant effect on customer decisions as well as simultaneous price, product quality and service quality significantly affect customer decisions PT. Probesco Disatama.
 Keywords: Price, Product Quality, Quality of the Service and Customer’s Decision.

NiPA: Nicknames Pool Approach for Protecting Privacy of User Data in Intelligent Transportation Systems

The intelligent transportation system has made a huge leap in the level of human services, which has had a positive impact on the quality of life of users. On the other hand, these services are becoming a new source of risk due to the use of data collected from vehicles, on which intelligent systems rely to create automatic contextual adaptation. Most of the popular privacy protection methods, such as Dummy and obfuscation, cannot be used with many services because of their impact on the accuracy of the service provided itself, they depend on changing the number of vehicles or their physical locations. This research presents a new approach based on the shuffling Nicknames of vehicles. It fully maintains the quality of the service and prevents tracking users permanently, penetrating their privacy, revealing their whereabouts, or discovering additional details about the nature of their behavior and movements. Our approach is based on creating a central Nicknames Pool in the cloud as well as distributed sub-pools in fog nodes to avoid intelligent delays and overloading of the central architecture. Finally, we will prove by simulation and discussion by examples the superiority of the proposed approach and its ability to adapt to new services and provide an effective level of protection. In the comparison, we will rely on the well-known privacy criteria: Entropy, Ubiquity, and Performance.

Pengaruh Kualitas Pelayanan, Harga Dan Promosi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan

The purpose of this research is to determine the influence of service quality, price and promotion on loyalty through cotumer satisfaction at Rocket Chicken Baturaja. The type of this research is Explanatory Research with data used in this study is primary data obtained using questionnaire and library research. Analysis of data using simple linear regression and multiple regression test with SPSS 26. While hypothesis testing using the t test, f test, correlation coefficient, and the coefficient of determination. Based on the analysis it can be concluded that there is a positive and significant influence between service quality to satisfaction, positive and significant influence between price to satisfaction, positive and significant influence between promotion to satisfaction, positive and significant influence between service quality, price and promotion to satisfaction between service quality to loyalty, positive and significat influence between price to loyalty, positive and significant influence between promotion to loyalty, there is positive and significant influence between service quality to loyalty, there is positive and significant influence between quality of the service, price and promotion to loyalty.

Arena Simulation of Spare Parts Inventory Management: A Case of A Telecom Managed Service Provider

Telecommunications and utilities companies, among other large service organisations, confront a slew of decision-making challenges, many of which are connected to the management of a variety of different resources. The management of spare parts and inventories is one of the most difficult resource management concerns that an organisation has to deal with on a regular basis. Their prompt availability may have a significant influence on the overall quality of the service and the level of client satisfaction. The purpose of the study was to assess the Spare Parts Inventory Management of XYZ company operating within the Ghanaian telecommunication ecosystem. Data on demand and inventory stock level was collected from the procurement department of XYZ company. The study adopted the use of the Arena Simulation model to analyze data collected from the XYZ company. The results of the analysis indicated that the procurement department is unable to meet the spare parts demand of the Passive department where the average order received from the department in a day is 6.08. Based on the findings of the study, it is recommended that the procurement department put in measure to receive and process orders in time. The reason for the delay in processing orders could be the less poor inventory management practices of the company. The study recommends that systems be adopted to track the inventory level of the company. Due to the stochastic nature of the demand from the passive department, the company should be proactive in the management of the demand by keeping the right stock level in order to meet the demand of the department in order to reduce the long down time. Key words: Spare parts, inventory, Arena Simulation, telecommunication DOI: 10.7176/EJBM/14-12-10 Publication date: June 30 th 2022

An evaluation of the quality of the service provided in Alexandria bus terminal for domestic tourists

An evaluation of the quality of the service provided in Alexandria bus terminal for domestic tourists

Diabetes tracking panel: an on-line information system to registration and management

Online hospital information systems enable health care providers to ensure information. Although nowadays there are great technological advances; in Colombia, the impact on the health sector has been low. As a result, there is an increasing deficiency in cities with less access to new technologies. Therefore, it is necessary for the government and health care providers to join efforts to expand the use of information technologies in the health area to improve the overall quality of the service provided. Therefore, this project introduces diabetes tracking panel tests system to improve the management process. The development system is based on several Open-Source platforms, such as MySQL, among others. Finally, we found that implemented system can reduce the time management of diabetes tests by the staff medical and assistance care personal.

지식산업센터 입주 선택 요인에 관한 연구

This study examines the factors of location selection for the Knowledge Industry Center, formerly called an apartment-type factory. In particular, as small businesses and self-employed people, especially in the Seoul metropolitan area, are located in apartment-type factories, the factors of selecting the location of the Knowledge Industry Center have become an important matter of business management. The method of research was conducted on customers who chose to move into the Knowledge Industry Center (apartment-type factories) only in Seoul and Gyeonggi-do, and the variables for the hypothesis test were service quality (type, reliability, responsiveness, certainty, empathy), customer satisfaction, consulting and a total of three variables were extracted to form the final research model. The statistical analysis used the STATA 14.0 program to test statistical significance based on a significant level of .05. The results of this study's empirical analysis are summarized as follows. First, econ omic f actors had the g reatest impact o n the t en an t's decision to move i n. This may be due to the continued rise in rent, including monthly rent, in the Seoul metropolitan area. Rather, it was concluded that the economic factor was the biggest sub-factor in the decision to move in, given that the rising prices of buildings and land in the Seoul metropolitan area are directly an economic burden to tenants by implementing the ceiling on the sale price. Second, in addition to economic factors, it was concluded that tenants consider whether the location is convenient the most. This was because most companies operating in the Knowledge Industry Center had less impact on the decision to move in than on economic factors in that they were self-employed or small business owners, but nevertheless, there were many places where customers and suppliers could find a junction, which means that more residents would like to move in where they are convenient to locate. Finally, all of the factors involved management and service quality and quantity, which were found to be statistically significant. The better the occupancy factor, the higher the quality of management and service, the higher the quality of the service that customers feel. This also led to the conclusion that management and quality of service would eventually be a factor in the occupancy and choice of occupancy. In sum, the research suggests that the Knowledge Industry Center needs to consider economic factors in order to gain more competitiveness. The level of income for small businesses and self-employed people who can be located around the area where the center wants to be located should be accurately identified and the level of rent should be determined. Nevertheless, in order to increase the profits of the Knowledge Industry Center and to efficiently manage the center in terms of its location, it is necessary to satisfy customers in terms of service quality first. This requires access to customers who move into the Knowledge Industry Center through various methods, such as cleanliness, convenience of transportation and facilities, and convenience of parking facilities, which will require a management strategy that accurately identifies the changing customer needs and continuously manages the quality of service of the center based on the basis of this.

집중력영어속독 프로그램이 초등학생의 학습능력 향상과 집중력 및 학교생활 적응에 미치는 영향

This study examines the factors of location selection for the Knowledge Industry Center, formerly called an apartment-type factory. In particular, as small businesses and self-employed people, especially in the Seoul metropolitan area, are located in apartment-type factories, the factors of selecting the location of the Knowledge Industry Center have become an important matter of business management. The method of research was conducted on customers who chose to move into the Knowledge Industry Center (apartment-type factories) only in Seoul and Gyeonggi-do, and the variables for the hypothesis test were service quality (type, reliability, responsiveness, certainty, empathy), customer satisfaction, consulting and a total of three variables were extracted to form the final research model. The statistical analysis used the STATA 14.0 program to test statistical significance based on a significant level of .05. The results of this study's empirical analysis are summarized as follows. First, econ omic f actors had the g reatest impact o n the t en an t's decision to move i n. This may be due to the continued rise in rent, including monthly rent, in the Seoul metropolitan area. Rather, it was concluded that the economic factor was the biggest sub-factor in the decision to move in, given that the rising prices of buildings and land in the Seoul metropolitan area are directly an economic burden to tenants by implementing the ceiling on the sale price. Second, in addition to economic factors, it was concluded that tenants consider whether the location is convenient the most. This was because most companies operating in the Knowledge Industry Center had less impact on the decision to move in than on economic factors in that they were self-employed or small business owners, but nevertheless, there were many places where customers and suppliers could find a junction, which means that more residents would like to move in where they are convenient to locate. Finally, all of the factors involved management and service quality and quantity, which were found to be statistically significant. The better the occupancy factor, the higher the quality of management and service, the higher the quality of the service that customers feel. This also led to the conclusion that management and quality of service would eventually be a factor in the occupancy and choice of occupancy. In sum, the research suggests that the Knowledge Industry Center needs to consider economic factors in order to gain more competitiveness. The level of income for small businesses and self-employed people who can be located around the area where the center wants to be located should be accurately identified and the level of rent should be determined. Nevertheless, in order to increase the profits of the Knowledge Industry Center and to efficiently manage the center in terms of its location, it is necessary to satisfy customers in terms of service quality first. This requires access to customers who move into the Knowledge Industry Center through various methods, such as cleanliness, convenience of transportation and facilities, and convenience of parking facilities, which will require a management strategy that accurately identifies the changing customer needs and continuously manages the quality of service of the center based on the basis of this.

Voluntary interruption of pregnancy (VIP) in Italy: interpretation of the current situation according to the report 2019-2020 of the Italian Ministry of Health.

Voluntary interruption of pregnancy (VIP) in Italy is regulated by Law no. 194/1978. Its monitoring is carried out by the VIP Epidemio-logical Surveillance System, which periodically analyses the results of questionnaires compiled by the territorial healthcare structures and sent by each Region. The latest report, covering the years 2019 and 2020, highlights the adequacy of preventive and proactive strategies, an improvement in the quality and effectiveness of the service offered. Furthermore, considering the COVID-19 pandemic, the reorganization of the IVG application guidelines showed a considerable adaptation to the emergency context through measures such as the increase in pharmacological procedures compared to surgical procedures. The interpretation of the data shows that in Italy there is one of the lowest VIP rates in Europe, reflecting the effectiveness of campaigns that promote responsible procreation. Further implementations should be extended to the foreign population, which still shows a medium-high VIP rate. The efficiency of the service offered resulted to be high. The latter was assessed considering the waiting period required for the performance of the VIP procedure. Furthermore, the high percentage of conscientious objectors does not harm the healthcare service. The estimates show an adequate territorial coverage by the authorized structures compared to the female population of fertile age. In conclusion, the central action of planning, organization, and monitoring finds a valid ally in the territorial management entrusted to the Regions. The analyzed report reflects even more margins of efficiency and adequacy when considered within the particular historical context of the pandemic by COVID-19.