Quality Of The Service Research Articles

Experiences of Primary Health Care Clients in Jordan: Qualitative Study

Objective: This paper aims to understand the experiences of clients in utilising primary health care services in Jordan. Design: A qualitative study. Methods: Three focus group interviews with 22 clients who sought medical advice at primary health care clinics. The data were analysed thematically. Results: Findings were summarized in three main themes: 1) Clients’ experiences with general practitioners; 2) Causes of not seeking advice at clinics; 3) Clients’ perceptions of the physicians’ capabilities and professionalism. There was comfort and full access to primary health care (PHC) service, although clients were not satisfied sometimes. This is due to the absence, inadequate, and poor quality of the service. This may lead to several visits without getting the service required. Conclusion: Listening to the experiences of the clients and users of PHC identifies what works and what does not work in the service and improves the quality. Measuring the experiences of the users and the satisfaction of the clients is an important aspect of quality.

Nonexclusive competition for a freelancer under adverse selection

A freelancer with a time constraint faces offers from multiple identical parties. The quality of the service provided by the freelancer can be high or low and is only known by the freelancer. The freelancer’s time cost is strictly increasing and convex. We show that a pure-strategy equilibrium exists if and only if the preferences of the high-type freelancer satisfy one of the following two distinct conditions: (i) the high-type freelancer does not prefer providing his services for a price equal to the expected quality at the no-trade point; (ii) the high-type freelancer prefers providing his services for a price equal to the expected quality at any feasible trade point. If (i) holds, then in equilibrium, the high-type freelancer does not trade, whereas the low-type may not trade, may trade efficiently, or may exhaust all of his capacity. Moreover, the buyers make zero profit from each of their traded contracts. If (ii) holds, then both types of the freelancer trade at the capacity in equilibrium. Furthermore, the buyers make zero expected profit with cross-subsidization. In any equilibrium, the aggregate equilibrium trades are unique. Our results extend to the case where the freelancer has more than two types if the buyers are restricted to offering concave tariffs.

A Systematic Literature Review of Structural Quality Policy Implementation in Public Preschools

The benefits of quality early childhood experiences are indisputable as more studies have demonstrated the positive results of high-quality early childhood care and education (ECCE) on child outcomes. These benefits have recently spurred many countries to prioritise preschool programmes in their national plans and pursue a quality preschool agenda. This systematic literature review (SLR) aimed to analyse the worldwide practice of policy implementation regarding public preschool structural quality and examine the related challenges. This paper was based solely on SLR, where the literature was examined via the Scopus and Web of Science databases and Google Scholar. The review adopted PRISMA Statement (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) and thematic analysis was employed to analyse the relevant research papers. The SLR revealed that varying service quality was the main theme of global public preschool policy implementation. In many countries in the included articles, the preschool education programmes were conducted by multiple agencies, which resulted in varied quality of the service provided. In this study, the analysis revealed five main themes: wide-ranging policy aims, combined public and private funding, complex governance and management systems with mixed national and state involvement, persistent fragmented structural and organisational aspects between ECCE and primary schooling, and varied ECCE service regulation and quality assurance. Thus, future research is necessary to bridge the knowledge gap to examine policy implementation of structural quality, specifically in individual country settings.

Yerelde Hizmet Sunum Sorunsalı: Sosyal Hizmetler

The main purpose of the study is to determine whether the existence of more than one central and local public organization involved in the decision-making, administration and provision of social services is a complexity that negatively affects the effectiveness, efficiency and quality of the service, or a participatory management through coordination, cooperation and coordination. For this purpose, in the field research covering the city center and districts of Kastamonu province, data obtained by survey on planning, coordination and cooperation, human resources / personnel, budget and supervision for social work is analyzed proportionally within the framework of the descriptive (interpretive) analysis method within the qualitative research method. As a result of the research, it has been observed that unclear service delivery areas of the existing multi-actor structure in social service provision in Kastamonu causes repeat service, lack of service and to provide the easiest service. In the provision of social services provided in provinces that are not metropolitan cities, a coordination process to be established by the special provincial administration will ensure that the service can be provided more democratically, effectively and efficiently

Generic Services Model for the Automatic Improvement of Business Processes

Introduction: Organizations require more productivity and efficiency in their business processes every day. Currently, various tools provide support to optimize time and resources according to the complexity of the activities of the business processes. However, by automating processes, few companies can define a successful workflow, thus failing to anticipate the difficulties in a production environment. Consequently, it is impossible to provide an early solution to problems, which implies cost overruns, loss of time, and in some cases, affectation of the organization's human talent. Objective: This article presents a generic service model for the automatic improvement of business processes that allows identifying bottlenecks, reprocesses, failures, and delays when analyzing the event logs of a business process. It also summarizes the implementation of the bottleneck management service to support decision-making in a simulated process, applying regression models to predict the performance of manual process activities based on delays and queue lengths. By predicting performance and making resource allocation suggestions, the level of process improvement was determined. Method: The research was conducted following the Iterative Research Pattern proposed by Pratt. First, the main problems in process management were identified, then a review of the state of the art was carried out to find out the proposed solutions to these problems. A solution model independent of the process management software used was proposed, and finally, two evaluations were carried out, one at a conceptual level with the focus group technique and the other based on the implementation of one of the proposed services and data collected from an experiment in a business process simulator. Results: The conceptual evaluation of the services proposed in the model was conducted by a group of experts, based on the design and content guidelines of the BPMN modeling nomenclature standard, giving a rating of 4.8 out of 5.0 for each service. Experimentation with the business process simulator and the recommendations provided by the implemented service (bottleneck management) made it possible to evaluate the reduction in the processing time of the instances of a process in relation to the added resources. Conclusions: The proposed model is composed of three main services, bottleneck management, resource management, and input management. The first service helps to establish the corrective measures so that the process flows and the instances of this do not get stuck in specific tasks or activities, which helps to improve the response time and the quality of the service. Resource management seeks to optimize the execution time of manual activities and input management seeks to ensure that an instance of the process has the data and documents required to be processed from start to finish, avoiding reprocessing and improving the quality of the data received and processed.

Analisis Kepuasan Mahasiswa terhadap Pembelajaran Daring di STIKes Baiturrahim Jambi

Distance learning is an alternative to learning in the COVID-19 pandemic era, one of which is by utilizing various learning applications where the educator factor, namely the lecturer, plays a major role. Lecturers must have special skills and abilities, including pedagogical competence, professional competence, personality competence and social competence. The learning carried out by lecturers is like the services provided to consumers or students. In providing services, of course, what must be considered is the quality of the service itself. The high and low quality of service can only be seen by students. When the quality of service exceeds the expectations thought by students, there will be a sense of satisfaction. The description of student satisfaction related to online learning performance by lecturers is very satisfying for all indicators of personality and social competence. The purpose of this study was to describe student satisfaction with online learning at Baiturahim College of Health Sciences. This research is a survey type research with a quantitative approach. The analysis in this study uses descriptive analysis method. The respondents of this study were students of the nursing science study program who took online lectures, namely 81 people which were held from October 2021 to February 2022. The results of the study were obtained. Most (56.8%) were not satisfied with online learning at STIKes Baiturahim. Suggestions for the STIkes Baiturahim Institution to increase the use of information technology in learning methods, especially online, by adjusting the development of information media.

Monitoring System for Overhead Power Transmission Lines in Smart Grid System Using Internet of Things

In the traditional systems, detection of the faults in the electric lines is more difficult. Detection of faults takes time more than repairing time. In most cases faults or problems in power transmission lines occur due to environmental disturbance. Advanced monitoring system of overhead transmission lines assists in saving human lives and helps in maintenance planning. Tension and loosening are examples of problems that result in the absence of high quality monitoring system. The objective of this paper is to do continuous monitoring of the atmospheric conditions and the sag status in the power transmission lines. The design consist of a group of sensors (distance sensor, wind speed sensor, pressure sensor and deviation sensor), which are used to monitor the atmospheric conditions, and send the records to main controller. The controllers transmits these measured values through Wi-Fi to the web page and display them in the channel graph. The recorded resulting data can be shown in a digital form at any time by selecting any point in the graph. The system is built up by using internet of things (IoT) monitoring technique and global positioning system (GPS) technology to provide the location and guarantee wide range of covering area of the smart grid. The experimental results include the date, time and value and is shown in graphical form to help the manager to analyze the system faults easily. The obtained results were reliable and correct. The results satisfied the goals of the paper and reveal that the use of IoT monitoring system of the transmission lines enhanced the quality of the service.

Investigating the Service Quality of Kocaeli Tram Service Using Artificial Neural Networks

Service quality is one of the main issues that today's world. Firms operating in the transportation sector are also trying to improve the quality of the service they provide to their passengers. It is crucial to determine the passengers' service quality perceptions and priorities to evaluate and improve the service in this context. In this study, Kocaeli's tram service users' service quality perceptions have been evaluated by applying a survey consisting of 20 questions and user satisfaction levels from different service dimensions. Later, an artificial neural network model was developed using the users' demographic data and their responses to the survey questions to mimic their service quality satisfaction. The artificial neural network model developed has been examined to understand the importance that tram users give to service quality. Using the developed the “change of score” method, how the changes to be made in the tram system will affect the quality of service and how the opinions of different user groups will be affected can be examined in detail. The artificial neural network model's prediction capability was compared with the multiple linear regression model and found superior. According to the developed Change of Score Method, the most frequent user attaches the highest importance to the service dimensions of the convenience to pay for the tram, getting his/her destination on time, and reducing environmental pollution.

МЕТОДИКА КОМПЛЕКСНОЙ ОЦЕНКИ КАЧЕСТВА ТРАНСПОРТНЫХ УСЛУГ

The article presents a methodology on the basis of which it is proposed to evaluate transport services comprehensively. Its uniqueness is that it includes not only formu-las already known to everyone, but also tools that allow you to develop recommenda-tions for improving the quality of the service in accordance with the problems identified during the diagnosis process.

대학 교육서비스품질, 애착도 및 만족도 간 관계 연구

Purpose: Along with rapid demographic decline, university student population is steadily declining and universities arestarting to experience student shortage nowadays. It is not only important for universities to attract as many newstudents as possible to their school but also to retain the students that are currently enrolled. Despite its importance,little is known about how universities can stay competitive in keeping their student enrollment rate consistent. Students’ attachment level towards their university and their satisfaction level with the service offered by the schoolare some of the factors that are important in improving students’ evaluation of the service received by students. Moreover, it is critical to understand the antecedents to these outcomes to devise strategies in maximizing students’attachment and satisfaction level. Based on this background, this research intends to understand the role of universitystudents’ perceived educational service quality of the service provided by the school they are current enrolled inshaping their attachment level towards the school and their satisfaction level. Moreover, the influence of attachmentlevel on students’ satisfaction level will be examined. Research design, data, and methodology: A quantitative approach was applied to address the research objective ofthis study. Questionnaires were distributed to students currently enrolled in the College of Commerce and Economicsof D university in Busan. A total of 228 questionnaires were returned and 211 questionnaires were used for analysis. SPSS and AMOS statistical packages were used for analysis to test the hypothesized model. Results: The findings of this research can be summarized as the following. First, out of the educational service qualitydimensions, instruction, educational program, and administrative service qualities positively influence students’satisfaction level. Second, the quality of instruction and educational program positively affect students’ attachmentlevel towards the university. Last, students’ attachment level positively impacts their satisfaction level. Implications: This research attempted to understand the influence of students’ perceived educational service quality ofthe university they are enrolled in determining their attachment and their satisfaction level. The results of this studysuggest that universities should pay attention to enhancing the quality of the services offered to students to staycompetitive and to recognize the importance of students’ attachment level in shaping their satisfaction level regardingthe service provided by the university.

Disruption Management Approaches for Berth Scheduling in Bulk Terminals

Maritime terminals are complex transportation systems sensitive to several sources of uncertainty. An alteration in the baseline planning, as a consequence of one or more disruptive events, can lead terminals to a lower quality of the service provided. Therefore, in a context where a terminal strives to maintain or increase competitiveness, it is necessary to consider the uncertainty in the planning and define actions capable of efficiently and effectively mitigating disruptive events. This paper addresses berthing operations at bulk terminals, considering the arrival and handling times as stochastic variables. Hybrid approaches (i.e., proactive-reactive) are proposed in order to provide the port terminal with robust planning capable of reducing the impact of disruptive events by defining uncertainty-tolerant schedules and reactive actions capable of restoring the performance of the terminal when disruptive events arise. Finally, the solution approaches are evaluated together with and without the incorporation of buffer-time management. The computational results corroborate the effectiveness of integrating proactive and reactive approaches in order to maximize the performance of the terminal and reduce the penalty costs derived from alterations in the baseline schedule, with the consequent increase in the terminal competitiveness.

Mediation Role of Perceived Organizational Support on Nurses’ Work Engagement and Leadership Styles

Background: Nurses’ work engagement is essential both for the quality of the service provided and occupational health. However, there is a lack of adequate information about nurses’ engagement in healthcare organizations that are affected by various factors in the context of Health Psychology.Purpose: This study was aimed at investigating the association between leadership styles of supervisors and work engagement, and elucidating the role of organizational support in this relationship.Methods: A cross-sectional study was conducted on 85 nurses from the health organizations in Catalonia, Spain, recruited via a snowball procedure. Leadership styles and Three Outcome Scales (TOS) were evaluated through the Multifactorial Leadership Questionnaire (MLQ) as independent variables. POS as an Organizational Support Test assessed a mediating variable (POS), and work engagement as a dependent variable was evaluated by the Utrecht Job Involvement Scale (UWES).Results: The results displayed differences in work engagement depending on job positions. Besides, the results revealed a positive association between leadership styles and TOS with work engagement, other than laissez-faire. Additionally, POS illustrated a positive association with work engagement (r=0.447, p<0.01). Leadership styles except for laissez-faire and TOS positively affect POS; also, TOS significantly predicted work engagement (β=0.581, t(78)=2.196, p<.05). Furthermore, results confirmed that POS mediates the relationship between leadership styles and TOS with work engagement (z=-3.490; z=3.117; z=3.521; z=3.791, p=0.000).Conclusion: Transformational and transactional leadership are two main styles significantly affecting nurses’ engagement with their work, while laissez-faire decreases nurses’ work engagement; therefore, supervisors and leaders of healthcare organizations should consider it. Consequently, nurses with a high POS show superior engagement levels at work. The research sheds new light on health psychology and the clinical area, particularly in nurses’ work engagement.

QoS/QoE in Flying Ad Hoc Networks Applied in Natural Disasters

In this work, a group of mechanisms are exposed to provide quality of experience in flying ad hoc networks using a swarm of drones in a natural disaster service. End-to-end video traffic was analyzed. The metrics used to experimentally measure QoE/QoS are: delay, jitter and packet loss. The experience quality was evaluated before the disaster (C00), at the moment (B00) and after the disaster (I00). The methodology used to perform the design was experimental, and the NS simulator was used to evaluate the behavior of the swarm of drones connected through a flying ad hoc network. To perform data analysis, treatment and repetitions related to video traffic, the response surface methodology (MSR) was used, which is a set of mathematical techniques in order to optimize the obtained responses. The composite core design (DCC) was also used as it was the best fit to our experiment due to its flexibility. Since the quality of the experience was evaluated at three moments, the quality of services was also analyzed with three metrics. The main contributions of the research are a mathematical model of the quality of the experience based on the quality of the service; an experiment design using the end-to-end NS simulator; a methodology for the mathematical and statistical analysis of the data obtained; an algorithm that allows, from service quality metrics, to obtain the quality of the experience for end-to-end video traffic; and a proposal for future work for data analysis in a physical environment and applied to the environmental sector.

Word2Vec on Sentiment Analysis with Synthetic Minority Oversampling Technique and Boosting Algorithm

Customer opinion is an important aspect in determining the success of a company or service provider. By determining the sentiment of the existing opinion, the company can use it as an evaluation material to improve the quality of the service or product provided. Sentiment analysis can be used as a measure of opinion sentiment with input data in the form of a corpus which will be classified into positive or negative classes to obtain the level of customer satisfaction with a product or service. Aspect-based sentiment analysis can be used by companies to analyze more specifically and find out what aspects need to be improved. In this research, an aspect-based sentiment analysis was conducted on Telkomsel users on Twitter. The data used is 16,992 tweets from users who discuss several aspects such as Telkomsel's services and signals in Twitter. In this research Word2Vec was used for feature expansion to minimize vocabulary mismatch caused by limited words in tweets. The results showed that Word2Vec, Synthetic Minority Oversampling Technique (SMOTE), and Boosting algorithm combination with Logistic Regression classifier achieve highest accuracy of 95.10% for signal aspect and using hyperparameters makes the service aspect get the highest accuracy of 93.34%.

The impact of human error on medical procedures.

Human error has been studied for large decades with special application to critical infrastructures and processes where the impact of such errors can induce severe or catastrophic consequences. In this sense it is of utmost importance to extend this type of analysis to other fields as medicine. This study proposes a semi-quantitative human error risk assessment methodology, including the analysis of the so-called Performance Shaping Factors (PSFs), in order to contribute to health services improvement. A questionnaire including the considered PSFs is answered in order to determine the impact of each PSF and its influence on human error. It allows performing a Human Error Risk Assessment (HERA) for both the patient (HERAp) and the quality of the service (HERAq). The results show the PSFs with the highest impact factor. After applying corrective measures, it is possible to observe the impact on the reduction of the risk for patient and for the quality of the service. The application of the methodology with the inclusion of the impact of PSFs allows minimizing or mitigating failure modes with greater risk as well as increasing patient safety and promoting a better quality of medical procedures.

Application of the Innovative Model NIPA to Evaluate Service Satisfaction

Customer satisfaction is one of the antecedent variables of customer loyalty, and customer satisfaction can positively affect customer loyalty. However, past research on consumer behavior has focused mainly on the direct consumption behavior of customers in service satisfaction, not in indirect behavior. This study takes the wedding garden as an example to explore the indirect behavior of customers, based on PZB’s service quality, and using the customer value hierarchy theory, adopts a questionnaire survey, and from the perspectives of users, investigates the current service quality, in order to analyze the quality of the service according to an evaluation formula. This study distributes a total of 380 questionnaires and collects 367 valid samples, for a valid return rate of 96.7%. In order to solve the problems caused by the original important performance analysis (IPA), the research constructs new important performance analysis (NIPA) to replace the original. This structural model presents a structured measurement process with risk management performance and judgment rules, which yielded different outcomes, as well as distinguished managerial implications. Furthermore, this new analysis model can provide managers with different perspectives in helping administrators in decision making.

Requirements on Satellite Access Node and User Equipment for Non‐Terrestrial Networks in 5G New Radio of 3GPP Release‐17

SummaryFor the first time, 3GPP considered in Release‐17 the introduction of mobile satellite service (MSS) frequency bands for 3GPP user equipment (UE) direct connectivity with satellites and had to consider the coexistence in adjacent bands with terrestrial networks (TNs). This paper will further explain the most challenging and the main surprising outcomes of this work, which opened new market opportunities for both terrestrial and nonterrestrial stakeholders. 5G New Radio nonterrestrial networks (NTNs) for satellite communications are representing a major breakthrough in the history of telecommunication for the capability of reuniting two different types of services, that is, terrestrial and nonterrestrial, by reusing the same waveform and potentially the same type of terminal. One of the major conclusions of the 5G NR NTN 3GPP work in Release‐17 was that NTN UE could reuse the current requirements of the TN UE. For this reason, the same terminal can connect to both TNs and to nonterrestrial satellite constellations. Consequently, the market is not fragmented and therefore there will be a real opportunity for both terrestrial and satellite operators to increase the coverage and the quality of the service all over the world. This is one of the most important breakthroughs that 3GPP Release‐17 work was able to justify because it clearly shows that satellite connectivity using 5G NR technology is not only for dedicated satellite 5G NR UE with a higher power class. On the other hand, the 3GPP work also shows that the satellite connectivity does not require a dedicated satellite waveform, because 5G NR waveform based on CP‐OFDM (for downlink) and DFT‐s‐OFDM (for uplink) is sufficient. Another important finding is that TN can coexist with NTN on adjacent channels with relaxed ACIR requirements for the tested simulation scenarios. In fact, the satellite 5G NR requirements are lower when compared with terrestrial base station (BS) requirements from previous 3GPP releases. The satellite ecosystem tremendously changed after these findings, and both satellite and terrestrial stakeholders now see a potential market opportunity.

Awareness of the Rights and Responsibilities of the Staff of the Federal Colleges of Education in North Central Nigeria under the National Health Insurance Scheme

Background: Awareness of your rights and responsibilities as an enrollee of the National Health Insurance Scheme (NHIS) is key to fully accessing all benefits of the scheme. It also helps when giving a valid assessment of the healthcare services received through the scheme. This study has assessed the level of awareness of the rights and responsibilities of NHIS enrolled staff from the Federal Colleges of Education in North Central Nigeria. Methods: The study was a descriptive cross-sectional investigation in which 165 selected participants completed a self-administered semi-structured questionnaire. The data was collated and analyzed using descriptive statistics, specifically frequency, mean, and percentages. Six research questions were raised and answered. Results: Most (79.15%) of the respondents were fully aware of the NHIS objectives but only a few (43.15%) and (52.40%) were aware of the benefits and their responsibilities as enrollees of the NHIS. Similarly, many (47.88%) were not aware of the procedures used to seek for redress when dissatisfied with the services they received. Additionally, 80.4% believed that their healthcare providers operate in a clean environment and 80.8% felt that the doctors and nurses were friendly and cordial, though 62% claimed to have experienced a long waiting period before doctor/nurse consultations. Finally, 73.5% of the respondents agreed that they were satisfied with the quality of the service rendered by their healthcare providers. Conclusion: This study therefore recommends the proper enlightenment of enrollees in order for them to be aware of all of the provisions of the NHIS. The government should employ more medical personnel, especially doctors, in order to reduce the pressure on the few available as well to enhance the patient consultations by making them faster.

İlkokul Velilerinin Hizmet Kalitesi Algısının Ölçülmesi ve Bir Uygulama

İlkokul eğitimiyle çocukların akademik, sosyal, duygusal ve bedensel gelişimilerinin sağlanması ve hayata domanımlı ve yetkin bir biçimde katılmalarıdır. Bu çalışma çocuğun hayatında en kritik dönüm noktalarından biri olarak değerlendirilebilecek ilkokul eğitimine devam eden öğrencilerin velilerinin okulda aldıkları hizmetin kalitesini belirlemek amacıyla yapılmıştır. Çalışmada hizmet kalitesinin 5 boyutunda 22 sorudan oluşan Servqual anketi kullanılmıştır.

Design of a mobile application for the vaccination registry of children under 5 years

Information and Communication Technologies are allowing to improve the development of certain processes optimizing the management of information for users, as in the case of the vaccination control process to digitize the use of the vaccination card, being very important for the registration of the administration of vaccines to the child during his five years. This information should be easily accessible and available to parents and health personnel during each stage of vaccination. In the present work we developed a mobile application called Children’s Vaccine, with the purpose of registering and storing vaccine data (type, date and place of vaccination), as well as relevant information for the management of vaccines, the prototype developed was implemented in the health Center: Juan Pablo II Maternal and Child Center located in the District of Villa el Salvador, in Lima, Peru, in order to improve the quality of the service of attention. We present the results as performance tests to measure the influence of the application, this evaluation was carried out through an observation sheet with the comparison of records before and after the use of the application called “pre-test” and “post-test”. This application is applicable and scalable for various health centers.