Quality Of Satisfaction Research Articles

PENGARUH KUALITAS LAYANAN, KEPUASAN, DAN KEPERCAYAAN PADA PENGGUNAAN APLIKASI MOBILE BANKING TERHADAP MAHASISWA SEBAGAI NASABAH BANK SYARIAH DI UNIVERSITAS YUDHARTA PASURUAN

This research is motivated by the existence of Islamic mobile banking at the University of Yudharta Pasuruan students. This study aims to determine how the quality of service, satisfaction, trust and customer loyalty to Islamic mobile banking. This research is a type of quantitative research using a descriptive approach. The data collection technique is using questionnaires or questionnaires distributed to students at the University of Yudharta Pasuruan who use mobile banking. The object of this research is 106 people. The data analysis technique used to test the hypothesis in this research is multiple linear regression analysis. Based on the results of the study, it was found that: service quality has a positive effect on the variables of service quality, satisfaction, trust, most of them answered agree, strongly agree and a small part choose less agree. From the results of the research instrument, all items have a correlation index greater than 0.05 and a Cronbach Alpha index of 0.769 (X1), Cronbach Alpha 0.705 (X2), Cronbach Alpha 0.767 (X3) which means that it is reliable in accordance with the provisions of the reliability of the alpha value. Variables of service quality, satisfaction, trust have a positive effect on the loyalty variable, this is indicated by the value of multiple linear regression coefficients of 0.08 (X1), 0.062 (X2), 0.727 (X3) units, this means if there is an increase of one the unit for the Loyalty variable, then the level of service quality satisfaction, trustworthiness is .08 (X1), 0.062 (X2), 0.727 (X3), and vice versa. Based on the t-test, it explains the significant results, between the loyalty variables and the service quality, satisfaction, and trust variables. this is indicated by the value of tcount > ttable. Simultaneously the quality of service and trust have a positive and significant effect shown 0.000 <a 0.05.

Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

The aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

Using a Patient Hotel: Perceptions of the Quality of Care by Patients Undergoing Analysis for Gastrointestinal Motility Disorders in the Netherlands.

There is growing demand to improve healthcare services for patients. Patient hotel models can be applied to allow shorter inpatient stays, however, whether this improves patient satisfaction and quality of care is unknown. All consecutive patients referred for analysis of gastrointestinal (GI) motility disorders at Maastricht UMC, the Netherlands, who stayed overnight in the patient hotel (June 2017–July 2018), were asked to complete a questionnaire on patient satisfaction and quality of care. On a 4-point Likert scale, most patients reported they were largely to absolutely satisfied with the quality of care, regarding coordination, information, courtesy of nurses and staff, and privacy. Cost savings between 48,433 and 74,613 euros for 1 year were achieved, amounting to 613–944 euros per patient. Positive patient satisfaction and perception of quality of care with the patient hotel model were achieved. We show that moving overnight stays from inpatient to an outpatient hotel provides substantial financial savings for hospitals, healthcare providers, and insurance companies.

Managing telecommunication customer satisfaction versus perception of service quality

Managing telecommunication customer satisfaction versus perception of service quality

Managing telecommunication customer satisfaction versus perception of service quality

Managing telecommunication customer satisfaction versus perception of service quality

МЕДИЧНЕ ОБСЛУГОВУВАННЯ ЯК ЧИННИК ЗАДОВОЛЕНОСТІ ЖИТТЯМ ТА ЯКІСТЮ ЖИТТЯ УКРАЇНЦІВ У ПЕРІОД ПАНДЕМІЇ COVID-19

The article presents an analysis of the problem of medical services and the quality of medical care to the population of Ukraine and their impact on life satisfaction and quality of life during the Covid-19 pandemic. The main aim of the study is to quantify the impact of various factors on health and life satisfaction, as well as satisfaction with medical services. The respondents completed an author's questionnaire, which includes assessment of life satisfaction and assessment of subjective quality of life. Data were collected from 385 people from different regions of Ukraine, different in profession, in age between 16 to 65. The results of the study present that the quality of life during quarantine among Ukrainians has decreased. It was found that the majority of Ukrainians surveyed are also dissatisfied with the quality of care for junior medical staff. It has been studied that people's financial and health conditions before quarantine directly affected satisfaction and quality of life during the Covid-19 pandemic. Relationships between scales of happiness, quality of life and life satisfaction have been identified. Satisfaction is an important indicator of the quality of health care. The results suggest that Ukrainians need more medical care, ranging from prevention, treatment, referral and rehabilitation during the Covid-19 pandemic. It was found that timely and high-quality medical services were complicated during the pandemic. In order to provide quality medical services, it is also necessary to take into account such factors as the method of providing medical care, as well as factors that are part of the health care system.

MUNICIPAL EDUCATIONAL SYSTEM AS A SOCIO-CULTURAL AND PEDAGOGICAL PHENOMENON

The article analyzes the essence of the concept of municipal educational system as a sociocultural and pedagogical phenomenon in modern conditions. It is determined that municipalization as a principle of development of the education system implies the growth of social value (significance) of education, which is conditioned by the degree of satisfaction of students, parents, city population, the range and quality of services offered, on the one hand, and their compliance with the economic, socio-cultural needs of the city - on the other. The discrepancy between educational services and educational needs, as well as services and needs of the city leads to contradictions that stimulate the development of innovative processes in education. The components of the municipal education system, which includes a network of administrative and public-public authorities that ensure the functioning, development, improvement of education and upbringing processes, taking into account the real resources and capabilities of each particular city, are investigated. All components of this system are interconnected. The content component, which is associated with the implementation of various programs of general, vocational, special, additional, school, preschool education, and the diversity of programs reflects the diversity of educational needs of different groups of the population; the organizational aspect, which involves taking into account the diversity of system parameters, which are: continuity of education, which provides for the continuity of all its links; inertia; adaptability; flexibility; dynamism; predictability. The paper describes the concept of "regional" and "municipal education systems". The comparison of these two concepts leads to the conclusion that they have in common the characteristic of the system through a set of certain units that meet the needs of the population in educational services. In both cases, the specificity of the region and the municipality is manifested in the accounting of socio-economic, scientific, cultural and other features of the territory on which the education system is formed and functions. It is investigated that the municipalization of education should be considered as an independent principle of organization, functioning and development of the educational sphere in the context of the formation of the modern concept of local self-government, as an integral system and a continuous process of improving the efficiency of local educational space management.

Examining the role of environmental sustainability measures cleanliness, health, safety, and its impact on visitors satisfaction and perception of service quality at expo 2020, Dubai

Examining the role of environmental sustainability measures cleanliness, health, safety, and its impact on visitors satisfaction and perception of service quality at expo 2020, Dubai

Tax payers’ satisfaction for eTax electronic tax service quality

This study examines the impact of Etax electronic tax service quality on tax payers’ satisfaction. Information technology adaptation is one of the goals as well as objectives of the tax administration reform program in order to increase adaptability and the ability to process and analyze large amounts of data, connect data to monitor taxpayers' tax obligations, while also improving service quality and providing tax information to taxpayers in the quickest and most convenient manner possible. Using the methodology of quantitative research quantitative method with a sample of 280 enterprises participating in paying taxes throughusing the Etax electronic system of the Tax departement of Khanh Hoa Tax department . The results indicatereveal that all of 6 factors of Etax electronic tax service quality have positive effects on the taxpayer satisfaction, including: transmission quality, efficiency, convenience, safety and security, taxpayer support, and trust have positive effects on the taxpayer satisfaction. In particular, the eEfficiency, in particular, has the strongest impact on the taxpayer satisfaction. From the research findings, the Tax Deparment will be able to better understand how the eTax electronic tax service quality affects the taxpayer satisfaction so that solutions may be provided to help customers to better declar and pay taxes to the State.

Number, nature & impact of incoming telephone calls on residents and their work during evening shifts.

Internal medicine residents are frequently interrupted by phone calls, which may compromise workflow, work quality and job satisfaction. This study investigates the number, nature and impact of calls on residents and their work during evening shifts in the emergency department and ward. This prospective observational study compares measurements from direct observations with subjective data from questionnaires. Residents received 26 resp. 30 (median) calls per shift in the emergency department and ward, with duration of 50 resp. 80 seconds. Residents perceived high burden and impact on quality of work and job satisfaction. Frequent interruptions by phone calls were observed, which resulted in high burden. Our study raises the urgency for finding solutions and provides insights necessary for possible interventions.

Studija o uticaju kvaliteta onlajn usluga na zadovoljstvo kupaca u e-trgovini na malo

This paper checks the effect of service quality in the online retail business on customer satisfaction along with the association of the demographic variables through the opinion from the respondents particularly 524 college students in India selected through purposive sampling method. The goodness of model fit was found using Structural equation Modelling (SEM) of AMOS and the relationship between e-service quality and customer satisfaction was analyzed through Inter - correlation and Regression analysis. The results show that e-service quality factors have a positive impact and also highlighted as a significant predictor for customer satisfaction. The study also revealed that service recovery is acting as a mediating factor between service failure and customer satisfaction. The output of this study will support the online retailers to formulate their strategies in view to provide very good and excellent services to their customers.

Relationship assessment of perceived quality, perceived value, hospital image and patient satisfaction with respect to health services

This study was conducted to assess the relationship among different variables for healthcare services rendered by the patients in hospitals. This study was conducted by distributing questionnaires and collecting responses and then doing data analysis for the same. The core objectives of this study was to assess relationship among Hospital Image, Perceived Service Value, Perceived Service Quality, Perceived Patient Satisfaction, and to find out the difference among the categorical variables (Income and Age) on perceived patient satisfaction. Structural equation modelling (SEM) was used to assess the relationship among the variables of the study. With a sample size of 210 respondents, the outcomes of this study were quite interesting. Like Perceived Hospital Image play a vital role to develop the Perceived Service Value and Perceived Quality but Perceived Hospital Image does not create the Perceived Patient Satisfaction, and Perceived Value and Perceived Quality do not develop Patient Satisfaction in healthcare services.

Study on the Evaluation of Lung Cancer Patients from the Three Aspects of Emotion.

In recent years, epidemiological survey data have shown that lung cancer is the tumor with the fastest increase in cancer incidence and mortality in China. The incidence and mortality of lung cancer in China rank first among tumors, and 80% of patients die within one year of diagnosis. This paper aims to study the evaluation of lung cancer patients from three aspects of emotion, coping style, and Quality of Life (QoL), expounding on the changes in emotion, coping style, and QoL in lung cancer patients after chemotherapy. We assess the negative emotions and survival of lung cancer patients after chemotherapy quality satisfaction survey research. We investigate the general data, QoL, and coping styles of 219 lung cancer patients undergoing chemotherapy before, during, and after chemotherapy based on the artificial intelligence processor. All survey data are input into SPSS 19 for descriptive and relevant statistical analysis. The experimental results show that under a survey of 219 lung cancer chemotherapy patients with negative emotions and QoL satisfaction after chemotherapy, at a significance level of = 0.05, there is a linear regression relationship between mental resilience and anxiety and depression.

Logistics Service Quality Satisfaction and Impacts on Financial Performance

Logistics Service Quality Satisfaction and Impacts on Financial Performance

A Pilot Study of Brand Loyalty in Generation Y of Technical and Vocational Education Training Colleges

Objective - In an increasingly changing and dynamic South African higher education landscape, institutions must communicate their brand to stakeholders to perceive the institution as offering quality services,to have a loyal stakeholder. However, thereseemsto be little attention devoted to the influence of brand communication, brand satisfaction and service quality on brand loyalty in higher education, particularly in the Technical and Vocational Education and Training (TVET) sector. Considering this view, and noting that prior research on brand loyalty in the service sector has shown a connection between brand communication, service quality, brand satisfaction and brand loyalty, it is unknown if a similar correlation is found in the South African TVET sector. Therefore, it is necessary to investigate Generation Y students' views of brand communication, brand satisfaction and service quality in the TVET sector throughout the Gauteng Province of South Africa.As a result, this paper summarises the findings of a pilot study to establish the validity and reliability of a questionnaire used to examine Generation Y students' perceptions of brand communication, brand satisfaction and service quality related to brand loyalty in Gauteng TVET colleges. Methodology/Technique - The variables for the paper were derived from previously established questionnaires. A section of the questionnaire asked students about their views of a TVET's brand communication. Additionally, there were questions concerning the quality of service, brand selection and brand loyalty. Finally, all scale items were modified to be more contextually relevant.The questionnaire used a six-point Likert scale, with 1 indicating strong disagreement and 6 indicating strong agreement. The questionnaire was piloted with a convenience sample of 50 students not included in the primary study's sampling frame. Finding - The overall number of respondents (46) was insufficient to undertake extensive statistical testing. As a result, only frequency and correlation coefficients were computed. Correlation analysis revealed a substantial association between brand loyalty and the variables that influence it. All had a strong association between brand loyalty and brand communication, service quality and brand loyalty and satisfaction. Additionally, there were substantial correlationsbetween service quality and brand satisfaction and between service quality and brand communication. Correlation coefficients between constructs ranged from 0.294 to 0.781. This demonstrates that these constructs do not correspond to the same concept. As a result, all construct items were kept for use in the main study. Novelty - The results from the pilot study provides preliminary support for the hypothesised relationship between brand loyalty and its predictors. Marketers and service organisations need to recognise that the future patronage of a service organisation depends on loyalty. Type of Paper - Empirical Keywords: Brand Communication; Service Quality; Brand Satisfaction; Brand Loyalty; Technical and Vocational Training JEL Classification: M31, I23, I29

STUDI KEPUASAN KONSUMEN PRODUK KERIPIK TALAS UD SELALU JAYA DI KOTA MATARAM

The purposes of this research are to 1) determine the level of consumer satisfaction with taro chips products at UD Selalu Jaya in Mataram City, 2) find out what are the attributes of taro chips that determine customer satisfaction, 3) determine the relationship between product quality and customer satisfaction levels of taro chips.The method used in this research is descriptive method and data collection techniques using a questionnaire / questionnaire and observation. This research was conducted in Mataram City by determining three districts, namely Mataram District, Selaparang District and Cakranegara District. Determination of respondents was determined by as many as 50 respondents, the type of data used was quantitative and qualitative data, while the data source used was primary data. The data obtained were analyzed by 1) Validity and Reliability Test, 2) Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI).The results of the study said that 1) the level of customer satisfaction with the UD Selalu Jaya taro chips product in the city of Mataram using the calculation of the Customer Satisfaction Index (CSI) shows that all consumers are quite satisfied, this can be seen from the CSI value of 0.64 with a scale range. 0.51-0.65.) The relationship between product quality and the level of consumer satisfaction, the relationship shows a positive linearity relationship, namely the higher the product performance, the higher the level of consumer satisfaction. Attributes that need to be prioritized to be improved are product quality, shape, color and aroma.

Working from Home in Italy during COVID-19 Lockdown: A Survey to Assess the Indoor Environmental Quality and Productivity

Italians were the first European citizens to experience the lockdown due to Sars-Cov-2 in March 2020. Most employees were forced to work from home. People suddenly had to share common living spaces with family members for longer periods of time and convert home spaces into workplaces. This inevitably had a subjective impact on the perception, satisfaction and preference of indoor environmental quality and work productivity. A web-based survey was designed and administered to Italian employees to determine how they perceived the indoor environmental quality of residential spaces when Working From Home (WFH) and to investigate the relationship between different aspects of users’ satisfaction. A total of 330 valid questionnaires were collected and analysed. The article reports the results of the analyses conducted using a descriptive approach and predictive models to quantify comfort in living spaces when WFH, focusing on respondents’ satisfaction. Most of them were satisfied with the indoor environmental conditions (89% as the sum of “very satisfied” and “satisfied” responses for thermal comfort, 74% for visual comfort, 68% for acoustic quality and 81% for indoor air quality), while the layout of the furniture negatively influenced the WFH experience: 45% of the participants expressed an unsatisfactory or neutral opinion. The results of the sentiment analysis confirmed this trend. Among the Indoor Environmental factors that affect productivity, visual comfort is the most relevant variable. As for the predictive approach using machine learning, the Support Vector Machine classifier performed best in predicting overall satisfaction.

P-BN52 Patient-reported outcome measures following fundoplication – lind and nissens - single centre, single surgeon results

Abstract Background Gastro-oesophageal reflux disease (GORD) affects approximately 10%-20% of adults in Western Countries. Surgery is indicated following failed medical therapy. This is recommended when GORD symptoms have a significant impact on the quality of life (QOL). A long term follow up is critical to authenticate outcomes following anti-reflux/hiatal hernia repair surgery. Objective information must be linked to the patient’s perception of the disease and the impact on the QOL. Our survey aims assess the long term patient’s satisfaction and the impact on QOL following standard Nissen’s and Lind’s fundoplication for GORD. Methods A single surgeon’s prospective database of laparoscopic and or open hiatus hernia repair and fundoplication with patient’s demographics since 2014 in a district general hospital was analyzed. These patients were contacted virtually between June and July 2021. Verbal consent was obtained, the patients were asked to answer questions from the GERD HRQL (AUGIS modified for use in National Hiatal Surgery Registry) for Hiatus Hernia (HH) or Gastro-oesophageal reflux disease (GORD) or both to assess postoperative symptoms relief, complications, and overall quality of life. The scoring scale was divided into two categories; no symptoms or mild–moderate symptom improvement and those with significant symptoms. Results Of the 93 patients, 85 (91.4%) underwent primary laparoscopic repair with 91 cases performed as elective procedure. 68 patients (73%) underwent a Lind wrap, 24 (26%) had a floppy Nissen’s and one was a dor procedure. Three patients with unrelated death were excluded from the analysis. We had 67 responders (74.4%), 56 answered the GORD questionnaire and 66 responded to the HH questionnaire. 84% patients with GORD and 85% of patients with HH had significant symptom improvement. 61 % and 55% suffered from significant gas bloat symptoms in each group. As for dysphagia; 77% had no - mild dysphagia and 23% had significant dysphagia and this was 79% and 21% in HH group. Conclusions Overall patients satisfaction and improvement in quality of life was 90% . Half of our patient experienced gas bloat syndrome, which had little effect on their quality of life. 20% had long term dysphagia and one third of the patients seem to continue to use PPI despite expressing a satisfactory clinical improvement. It appears that patient’s long term improvement on the quality of life was satisfactory from both Nissen’s and Lind procedure.

Assessment of Air Quality Perception and Its Effects on Users’ Thermal Comfort in Office Buildings

Since people spend most of their time in indoor environments, the objective of this work was to study indoor air quality and its effects on users’ thermal comfort. Based on previous data from a building with a central air-conditioning system and two mixed-mode buildings located in the humid subtropical climate of Florianópolis, southern Brazil, statistical analyses were performed. Each user’s subjective answer obtained through a questionnaire was combined with the corresponding environmental conditions measured by instruments. Results showed that improvement in air quality was associated with the reduction of air temperature and humidity ratio. Also, there was a significant influence of thermal and humidity sensation on air quality satisfaction. Users felt more satisfied or neutral with air quality for being in thermal comfort, and not because of the CO2 concentration—which means that air quality perception is influenced by factors other than CO2. This study recommends implementing an air exchange device in split air-conditioners with air recirculation commonly used in mixed-mode buildings in Brazil. It is important to provide suitable indoor ventilation to reduce pollutant concentration, ensure good air quality and prevent respiratory diseases.

Service Quality Management Practices for Customer Satisfaction in Islamic Banks of Bangladesh

This study has taken the initiative for identifying the underlying factors that would facilitate Islamic banks in satisfying their customers better. The objective was to investigate the effects of SERVQUAL model on customer satisfaction among the Islamic banks in Bangladesh. A self-administered structured questionnaire was used to collect data from 211 customers of five major Islamic banks in Bangladesh using convenience sampling technique. The collected data were later analyzed through exploratory factor analysis. Structural equation modelling technique was performed to verify the model of the study and testing the hypotheses. The findings of the study revealed that reliability, tangibility and responsiveness were significant factors for customer satisfaction whereas assurance and empathy were found insignificant . This research opens the door for future researchers to contribute to this area of research through employing a larger sample and extending the current model through the incorporation of new variables. The study will be a meaningful addition to the literature of service quality and customer satisfaction, particularly in the setting of Islamic banks in Bangladesh.