Quality Of The Service Research Articles

Application of automated systems for quality control of ground anti-icing treatment of aircraft

For the first time, this paper addresses the need to automate the maintenance of the quality control and control system at all stages and stages of the life cycle - anti-conduct fluid (POJ) for ground-based anti-de-dealing treatment (POO) of an aircraft. The possibility of evolution of the quality control of the object of ground de-icing physical and chemical treatment of the surface of the aircraft - de-icing liquids, in “Management of quality - de-icing liquid as an object to ensure the safe take-off of the aircraft” is considered. The definition was introduced: “The quality of de-icing liquid.” To integrate into the system “Management of the quality of de-icing fluid” - on the basis of knowledge bases about THE POJ introduced as a functional concept “The quality of de-icing liquid at the POO stage”. In order to introduce information software support for the POO process using databases and control systems, the concept of “Regeloscopic Ground De-Icing Protection Program of the Armed Forces” has been introduced, which will allow and move to an effective method of improving the quality of the service - integrated automation of the POO.

Educación en línea en tiempos de COVID-19 en el área económico-administrativa en la Universidad Tecnológica de León

The coronavirus pandemic (COVID-19) broke into the lives of people around the world, (WHO, 2020) led to changes in the way of working and studying. For students it represents a challenge. The educational community has made efforts to sustain student learning; This represented the need to use information technologies and depend on their own resources to guarantee the continuity of learning, forcing them to take distance classes through digital means (UNESCO, 2020). This research will allow to know the conditions and how the students of the Administrative Economic area of the Technological University of León face the challenges. For this, a questionnaire was designed in order to collect information, it was validated to measure reliability and it was applied to a sample of 249 students. The data was analyzed and showed how many of them have a computer; if it is for exclusive use or shared; how many have internet and the quality of the service; how many have cell phones; how many hours they use their devices for classes; the platforms they use; if they have what it takes to work at home and if they prefer distance or face-to-face classes.

Analysis of the operation processes and application of optimization tools to improve the productivity of operations in an Automotive Service Center

The management of operations in any business unit has been a fundamental element that contributes to increasing its productivity. In order to establish improvement action plans that contribute to generating more efficient operations that improve productivity and the quality of the service provided, it is important to understand how these operations are carried out and the productive factors that intervene to optimize them within organizations. This article shows an analysis on the analysis of operations in an automotive service center, through a study of times carried out on the technical staff of the center, identifying productive and unproductive times, making an analysis of the sequence of operations, identifying operations that represent bottlenecks in the process, as well as the elements available to the staff to carry out their work. An analysis will be carried out of the work carried out in accordance with the repair orders entered at the service center from receipt to delivery, so that an opportunity area is established in the processes that are carried out to generate improvements that contribute to optimization of the resources.

Mathematical methods for the analysis of propagation in multitrajectory in communications move

A study about movable communication using the cellular technology and a mathematical model is presented. The aim of the present paper is to solve the problems of multi-trajectory propagation in the movable communications so that at least a station can have access to a point of the area (Huambo) with a sign, at the level stipulated by the communication companies, depending on the user’s need that allows a quality communication The Mathematics methods used have as objective to facilitate the search and selection of the most appropriate alternative to the case under study, and they help to take into account several aspects involved in the decision making. The objective of the methodology presented is to obtain the parameters of quality of the service needed. The introduction of an empiric model allows reducing the values of those parameters to discover the areas of the city that possess potential covering. Besides the potency prediction (through the proposed model), a study of forecast of the parameters of service quality was accomplished, the values limits of those parameters depended on the service that is being used.

The effect of mindfulness on service encounter quality

PurposeThis paper aims to explore the effect of employees’ state mindfulness, a short period of mindful presence, on the quality of the service they provide in a service encounter.Design/methodology/approachThree studies are conducted. A pilot study explores the relationship between state mindfulness and service encounter quality. Experiment 1 examines whether a 15-min mindfulness exercise results in an increase in service employees’ state mindfulness. Experiment 2 tests whether induced state mindfulness produces higher service quality and whether a reminding technique can prolong state mindfulness between service encounters.FindingsThe results demonstrate the following. First, that more mindful employees provide better service quality. Second, that a short, easily implemented, mindfulness exercise can reliably increase employees’ state mindfulness. Third, induced mindfulness has an impact on subsequent service quality in terms of reliability, assurance, empathy and responsiveness. These effects persist regardless of the service encounter structure (high vs low structure) or the degree of emotional labor involved (high vs low emotionally charged). Finally, the reminding technique developed as part of this research suggests that state mindfulness can be maintained between service encounters.Research limitations/implicationsAs simulated (programmed) customers are used, independent evaluators to assess service quality are used. Service providers in this study are college students; future field studies should consider a wider range of service providers. The research focuses on state mindfulness; exploration of trait mindfulness offers future research opportunities.Originality/valueTo the best of the authors’ knowledge, this research is the first to empirically examine the link between mindfulness and service quality. It shows that mindfulness can be induced, and through a reminding technique be maintained, and improve service quality across service interactions. This is a powerful finding for marketing managers, for it offers a new method to enhance service provision. Moreover, this research implies that the increase in service quality is likely to be accompanied by reduced job burnout: a double win for employees, employers and customers.

ECONOMIC POLICY FOR TOURISM DEVELOPMENT IN GEORGIA IN THE POST-CORONAVIRUS PERIOD

The coronavirus pandemic has caused unprecedented shifts in the world economy. Especially the serious economic damage was caused to such countries, where tourism took great place in the economy. Georgia is one of such countries. 2019 in, 9,4 million tourists visited Georgia ($3 ,3 billion revenue), 150 thousand people were employed in Tourism, and the share of tourism in GDP was 11,5% totally. The paper presents the economic policy of tourism development in Georgia in the post-crisis period. To assist the tourism sector, the Georgian government has worked out an anti-crisis plan. The assistance program includes both anti–crisis measures and incentive tools. An indication of the allowances, that will be provided in the field of tourism employed in the business. In particular, in 2020, the tourism sector will be fully exempt from property taxes. It is noted that in the post-crisis period, special attention should be paid to the promotion of domestic tourism, regional tourism, organized tourism from a number of countries, as well as medical tourism. During the pandemic, travel companies should be able to organize online tourism or virtual tours that will promote Georgia›s tourist destinations. The paper points out, that in spite of the fact that the Georgian government has always pursued a liberal policy for the development of the tourism sector, the tourism industry is still in its infancy. The development of this field in the country is hindered by many factors: in particular, the existence of conflict zones; High bank interest rates on loans, shortcomings in tax legislation; Despite the state›s efforts, the country still lacks adequate infrastructure; The Quality of the service is low; there are unreasonably high prices which hinders the development of leisure tourism; there is no regulated statistical accounting, etc. In 2020, we will probably not have a large number of foreign tourists in Georgia. During this period, quality infrastructure should be created, infrastructure and services in hotels and various tourist facilities should be improved, technologies and new management systems should be introduced, and tourism products should be created in new directions, including the development of national parks, reserves and protected areas. In the post-crisis period, it is important to restore and develop agricultural processing enterprises, as this area is directly related to the development of tourism. A country dependent on imported products is unlikely to achieve proper tourism development. The state policy of tourism development is aimed at maintaining the liberalization sector and supporting it with investments.

Evaluación de la calidad en el servicio mediante el modelo ACSI: caso unidad de matriculación vehicular en Ambato-Ecuador

El presente artículo muestra los resultados de la evaluación de la calidad en el servicio mediante la utilización del modelo American Consumer Satisfaction Model Index (ACSI) en una Unidad de Matriculación Vehicular Pública. Las dimensiones evaluadas fueron: expectativas, valor percibido, calidad percibida, satisfacción, lealtad y reclamos. La metodología está configurada por el análisis bibliográfico, investigación de campo en la que participaron 379 usuarios de los servicios de matriculación y el procesamiento de datos mediante un análisis factorial confirmatorio. Se empleó un cuestionario de 16 preguntas las cuales tuvieron un Alfa de Cronbach de 0.903, el análisis estadístico inferencial se realizó mediante correlaciones de Pearson y regresión lineal. Los resultados más destacados evidenciaron una tendencia negativa que se deriva a una mayor probabilidad de reclamos, además una mayor correlación direccionada a los resultados expresados mediante las quejas del cliente con un valor de correlación de Pearson de 0.681 y un p valor de 0.000, por lo cual las fallas en los procesos de generación de servicios derivan en menores niveles de satisfacción lo cual demostró que la calidad de los servicios depende de las acciones que se realicen para cumplir más allá de las expectativas de los clientes.

Membrane-based models for service selection in cloud

Cloud service selection is one of the prime areas of research within the ambit of cloud computing, which has gained wide attention in the recent past. The service selection algorithm primarily involves selecting the best service from a set of available services, based on Quality of Service (QoS) attributes. The QoS attributes are the parameters which allow the users to ascertain the actual quality of the service, often quantitatively. Over the years, there have been several methods designed for service selection in the cloud that are primarily sequential, with many being sensitive to changes. Thus, the aim is to propose multiple robust and parallel models for cloud service selection. The proposed models are designed using Membrane Computing paradigm, which is an inherently parallel computing model, combined with the Improved Technique for Order of Preference by Similarity to Ideal Solution (ITOPSIS), a popular Multi-Criteria Decision Making Method. Two methods based on a tactical amalgamation of ITOPSIS and Enzymatic Numerical P System (A membrane computing device variant) structure are proposed here. The proposed parallel models are implemented, tested, and the obtained results are analyzed. The results indicate one model to be robust (less sensitive) and the other to be moderately sensitive.

Telemedicine Applications in a Tertiary Pediatric Hospital in Turkey During COVID-19 Pandemic.

Background: A novel type of Coronavirus emerged at Wuhan in late 2019 involving preferentially the respiratory system. Owing to the rapid spread, almost 22 million people became infected and 700,000 died. Similar to other countries, the need for additional hospital beds and intensive care units required diversion of health care resources toward the care for those with COVID-19 in Turkey. Telemedicine appeared as a safe and low-cost alternative for the maintainability of pediatric health services during the pandemics. Within this context, we aimed to deliver the health services through telemedicine during the follow-up of chronic childhood diseases. Materials and Methods: This prospective study included five pediatric subspecialties, including allergy immunology, hematology and oncology, nephrology, rheumatology, and inborn metabolic disorders. After the interview, patients and involved physicians were requested to fill out a questionnaire designed to measure the level of satisfaction and the quality of the service we offered. Results: Of the 263 interviews, overall patient and physician satisfaction was 99% and 87%, respectively. As results of the interviews, 250 routine visits were performed, 181 acute complaints were assessed, drug changes were made in 118 patients, 9 patients were determined to be unable to get their drugs, and 12 who misused their drugs. The main advantage of the telemedicine declared by the patients was "not to waste time for transportation." The main concerns of the participants were inability to perform physical and laboratory examinations. Conclusion: Consequently, we considered telemedicine as a feasible alternative not only during pandemics but also in daily practice in Turkey.

Service Quality and Passengers’ Satisfaction in the Railway Transportation Service: A Case of Addis Ababa Light Rail Transit (AA-LRT)

The main objective of this research is to evaluate the current status of service quality and passengers satisfaction of light rail transit service in Addis Ababa from the point of view of passengers' expectations of the service quality and perceptions of the service delivered by AA-LRT. To achieve this objective, descriptive research design were used to analyze the data collected through questionnaire survey from a sample of 384 passengers of the two routes. These respondents were selected using convenient--judgmental sampling method and stations were selected using simple random sampling methods. The data collected through the questionnaire were analyzed using statistical tools such as mean, standard deviation, gap analysis and spearman's correlation analysis with the help of SPSS v. 24 by applying modified SERVQUAL instrument for the railway service, RAILQUAL comparisons between passengers' expectations and perceptions of service were undertaken. The major finding of the study indicates, AA-LRT passengers’ perceptions of service quality delivered were lower than their expectations, the highest gaps were given by AA-LRT passengers towards the comfort, reliability, assurance and empathy attributes, whereas lowest gaps were given to tangibility and responsiveness and the overall passengers satisfaction levels towards the service delivered was slightly not satisfactory. The finding also reveals that positive and significant relationship between service quality dimensions and customer satisfaction. Based on the findings of the study, the researcher recommended that AA-LRT needs to improve quality of services in all dimensions so as to satisfy customer’s needs and should focus to top rated attributes with their gaps size; frequency and punctuality of train, availability of shelters and seats at stations, individual attentions to pregnant women, children, old and handicapped peoples, suffocation due to overload and more stand passengers in train, informing passengers whenever there are delays, safety and security of passengers both at stations and on the train and ticketing system. Keywords: Service quality, Service quality dimension, SERVQUAL, RAILQUAL, Customer Expectation, Customer Perception, Customer Satisfaction. DOI: 10.7176/JMCR/74-01 Publication date: December 31 st 2020

Simulation and Analysis of the OFDM Transceiver Based Commutation System

As a result of the increase in wireless applications, this led to a spectrum problem, which was often a significant restriction. However, a wide bandwidth (more than two-thirds of the available) remains wasted due to inappropriate usage. As a consequence, the quality of the service of the system was impacted. This problem was resolved by using cognitive radio that provides opportunistic sharing or utilization of the spectrum. This paper analyzes the performance of the cognitive radio spectrum sensing algorithm for the energy detector, which implemented by using a MATLAB Mfile version (2018b). The signal to noise ratio SNR vs. Pd probability of detection for OFDM and SNR vs. BER with CP cyclic prefix with energy detector is calculated and analyzed. In this paper, the proposed work produces more accurate results compared to the existing techniques at low SNR values.

Framework of Public Agency Website Quality Evaluation in the UAE

Website quality is among the key drivers of the success of e-government transformation as citizens are more likely to participate when they found a satisfying engagement with a website. This paper proposed a framework of public agency website quality evaluation for the National Media Council, UAE. The study used a quantitative approach where a survey strategy was used to administer questionnaires to users of an agency’s website. A total of 185 questionnaires were analysed using Partial Least Squares Structural Equation Modelling software (SmartPLS version 3.2.6). The result revealed that website quality had a statistically significant effect on user satisfaction. Similarly, it was further found that website quality had a statistically significant effect on perceived service quality. The result implies that users of NMC website interpret the quality of the agency’s website from the purview of the satisfaction they derive from visiting the website and the perceived quality of the service offered through browsing the website.

Analisis Kepuasan Mahasiswa Terkait Kinerja Pembelajaran Daring oleh Dosen Via Aplikasi Whatsapp Grup

Distance learning is an alternative to learning in the Covid19 era by using the Whastapp Group application. Where the educator plays a major role, namely the lecturer. Lecturers who are given the mandate to guide students must have specific skills, including pedagogical competence, professional competence, personality competence, and social competence. Learning by lecturers is like services provided to consumers or college students. In providing services, of course, what must be considered is the quality of the service itself. The level of service quality can only be seen by consumers or college students. When the quality of service exceeds the expectations thought by college students, a sense of satisfaction will arise. The description of student satisfaction related to distance learning performance by lecturers is very satisfying for all indicators of personality and social competence.

Word-of-mouth, servicescapes and the impact on brand effects

This paper empirically tests a framework integrating servicescape satisfaction, word-of-mouth (WOM), brand image, brand love, engagement, and consumer loyalty intentions. Survey data within a noncommercial context were electronically collected from three large universities in the United States. Structural equation modeling was used to analyze the data. The findings reveal that positive WOM valence enhances servicescape satisfaction and WOM credibility positively moderates this relationship. Servicescape satisfaction directly affects brand image and brand love, as well as indirectly through the mediating mechanism of servicescape engagement. Brand image was also found to directly affect brand love. In turn, brand image and brand love yield a greater likelihood of consumer loyalty intentions including recommendation and monetary donations. Managers on a quest to achieve brand love need to place an increased focus on managing servicescape experiences. Managers must not become complacent when customer have been retained over the years. They must still monitor and respond to WOM communications and continue to find new ways to engage customers to enhance brand image and brand love. Finally, managers must recognize that servicescapes are the “packaging” that prepares consumers for the level of quality and value of the service.

EL COACHING EJECUTIVO COMO INSTRUMENTO DE MEJORA DEL CLIMA ORGANIZACIONAL EN EL AREA DE LOS VISITADORES AGRARIOS. CASO: PROCURADURIA AGRARIA DEL MUNICIPIO DE ESCARCEGA, CAMPECHE

In the present work, a proposal of an instrument of the organizational climate for a program of training in executive coaching for the personnel of the position of Agrarian Visitator of new entrance, with the aim is approached to improve the organizational climate impacting the performance of personnel in their office and field activities, raising the quality of the service given to the ejidatarios of the municipality of Escarcega and considering that the human capital, is without a doubt One of the most important forces that an organization has, in turn, is guaranteed in this way that the administrative process is efficient and considered quality. It is important to mention that this training program and the promotion of improvement of the organizational climate will be carried out in the offices of the Agrarian Prosecutors Office in the municipality of Escarcega. Based on the above, information of a theoretical nature and success stories based on serious research on this subject is collected.

La práctica desmembrada. Una experiencia de historias compartidas en el nivel de Educación Especial en Chihuahua

Se presentan los resultados de un ejercicio de rescate de historia oral sobre la práctica docente situada en el nivel de Educación Especial del subsistema estatal en Chihuahua, entre los años 1995 y 2010. La narrativa se construye hacia la conclusión de que la experiencia de los docentes llamados “de aprendizaje” en este nivel transitó en ese periodo por modificaciones estructurales y de concepción filosófica de los principios de la educación especial en México y en Chihuahua, así por como por reacomodos políticos y administrativos, con consecuencias profundas para el desarrollo cotidiano de la actividad profesional de ese grupo de docentes, y sobre todo con implicaciones para la naturaleza y calidad del servicio ofertado. Se llevó a cabo una colección de entrevistas a profundidad con ocho docentes de aprendizaje de unidades de apoyo del subsistema educativo estatal, con actividad profesional en la capital del estado y en la ciudad de Cuauhtémoc, y se sometieron los datos a un proceso analítico basado en la Teoría Fundamentada de Glasser y Strauss. El proyecto se planteó desde una perspectiva microhistórica.

Mobile application for bus operations controlled by passengers: A user experience design project (UX)

The bus system accounts for a significant part of trips in the city of Sao Paulo. However, in recent years the percentage of users has been falling concerning the growth modes such as individual transport and the new modes of transport on-demand based on applications. The loss of attractiveness is associated with users' negative perceptions of the quality of the service provided. One of the complaints is the recurring occurrences of buses that do not halt at the stop, even when the user signals his intention to embark or disembark. One way to address this problem would be to use technology like on-demand mobility services based on mobile applications. Although the idea itself seems to be simple, there is no report to date about a fixed route bus service that has implemented a bus hailing application that allows the user the possibility of requesting a bus to halt at a given stop. This paper proposes a new operation model of fixed-route buses that ensures the user requests fulfillment. The proposed model consists of functionalities that make the bus user visible to the operation, creating a more reliable connection between drivers and users. We evaluated the specified functionalities by a group of typical bus users in Sao Paulo, using a User Experience (UX) method. The evaluation clearly showed users' needs and desires regarding the features they would appreciate in the application. We collected clear evidence of the usefulness or not of the improvements suggested by users. Based on the study, we concluded that users agreed with the need to have greater control over their bus trips, in particular, to ensure that their intentions are adequately served and have a confirmation of the recognition of their requests. The study may become an interim solution that may be applied to existing bus services by taking them closer to on-demand services and MaaS (Mobility as a Service).

Responding to mental health needs of Syrian refugees in Turkey: mhGAP training impact assessment

BackgroundAbout 1468 Syrian and Turkish doctors, serving in primary health care, have received the mhGAP training during 2016–2019. As additional training needs were identified, MoH and WHO wanted to understand the usefulness of the training and its impact in responding to the mental health needs of Syrian refugees in Turkey.MethodsA five component assessment was done in 2019, consisting of feedback of trainees, assessment of increase in knowledge; utilization of service; compliance to treatment guidelines and service user satisfaction. The purpose was to understand the perception of participants on the training; estimate the knowledge gained—attributable to the training; estimate the increase in mental health cases identified and treated; compliance with treatment guidelines; as well as perception of the services received by end-beneficiaries.ResultsResults indicate that most of the respondents were happy with the training, but preferred additional mhGAP training as a refresher course in the future. There was knowledge gained due to the training, 9% for the Syrian and 5% for Turkish doctors. The knowledge gained has helped the practicing doctors to be more attentive and increase the numbers of cases diagnosed after the training for almost all groups of diagnoses. Most doctors, observed during practice, comply with the guidelines shared during the training, but improvement is still needed when it comes to prescription and treatment of certain conditions. The average number of mental health cases identified increased by 38 (%27) cases in the year following the training. We observed over 70% compliance with guidelines for 9 out of 12 criteria in question. The results of the patient exit interviews indicate a high level of satisfaction with the MHPSS services provided. About 95% of beneficiaries were happy with the quality of the service, and 92% having their needs met.ConclusionsThe mhGAP training was found useful. More training should be conducted to fill in the gap in service provision and meet the mental needs of Syrian refugees in Turkey.

The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence

The most critical concern to the public transportation service is the low number of ridership. The lack of enthusiasm to use public transportation is because the passengers were not satisfied with the service provided. Thus, researchers across the globe are focusing on investigating the factors that affect user satisfaction and the consequences of user satisfaction in the public transportation service. However, a review of the evidence across public transportation mode and region has shown a lack of comprehensive investigations. Thus, this paper seeks to bridge the literature gap by reviewing the evidence to justify the relationship between the antecedents of user satisfaction, such as perceived quality and perceived value, and the consequence of user satisfaction, namely complaints and loyalty to the provided service. Based on the literature review, it is concluded that the perceived quality and perceived value have a significant effect on user satisfaction. Also, the satisfied user leads to loyalty to the service and can reduce the number of complaints. This study has established that the root of this relationship is the quality of the service provided. Hence, service providers need to prioritize this factor to ensure user satisfaction, which will increase their loyalty to the offered service. This research will help the service provider ensure the survival of their business and bring benefits to the environments through reduced traffic congestion and pollution.

Sou consumidor

O presente artigo pretende demonstrar como as pessoas com deficiência visual enfrentam diversas dificuldades para exercer o seu papel enquanto consumidores, em um sistema que parece desprezar o seu potencial de consumo. A análise da situação é feita sob a luz da Lei Federal 13.146/2015, e das Leis Distritais 3.634/2005 e 4.317/2009. O seu objetivo é analisar a importância da percepção das pessoas cegas quanto ao ambiente de consumo e sobre a qualidade do atendimento oferecido nos restaurantes do shopping Conjunto Nacional, em Brasília. A investigação é de natureza qualitativa, foram realizadas entrevistas com consumidores cegos seguida da análise de discurso. Os resultados mostram a insatisfação dos consumidores com deficiência visual com a falta de preparo dos atendentes e a inadequação dos estabelecimentos.