Service Attitude Research Articles

Analysis of customer satisfaction of HIMO Photo Studio based on Ordered Regresssion

With the upgrading of consumption and the improvement of living standards, a group of new type photo studios represented by HIMO Photo Studio have arisen and developed dramatically and become the benchmark of the era in the portrait photography industry. In this paper, we apply LDA topic classification and TF-IDF feature extraction method to conduct text feature extraction and encoding vectorization on the comment data of Beijing HIMO Photo Studio. An ordered regression model with customer satisfaction as the responding variable is established, and the interaction effect is also introduced into model to study the influencing factors of customer satisfaction creatively and quantitatively so that we can give suggestions for improving service quality. The empirical results show that factors such as photo season, shop type, waiting time, photo works, service attitude, photo subject, photo category and so on have a significant impact on customer satisfaction and there are significant differences in customer satisfaction with the same type of photos in different shops. Combining the business goals of HIMO Photo Studio and the industry needs of today's new type photo studios, this paper puts forward targeted suggestions for HIMO Photo Studio to further improve its services according to the conclusions of the model.

Concrete Analysis and Research Investigation of Doctor-patient Relationship under Evolutionary Game Model

With the progress and development of society, people's requirements for medical care are improving, and the tension and conflict of doctor-patient relationship has become a popular topic of public opinion in the whole society. Therefore, this paper starts from information asymmetry, trust crisis, moral hazard and other directions, and uses the evolutionary game model to specifically explore the doctor-patient relationship. The research results show that there is a balance and imbalance of cooperation and conflict between doctors and patients, and the factors that determine this include service attitude, welfare system, supervision by relevant departments, communication problems between doctors and patients, and social factors. Among them, the government should increase the supervision of hospitals, and the communication between doctors and patients should be strengthened to effectively ease the tension between doctors and patients, thereby reducing the social burden. This article will focus on discussing the causes of the doctor-patient conflict and how to alleviate the tense doctor-patient conflict and create a good medical environment as a member of society.

Determinants of Bangladeshi patients' decision-making process and satisfaction toward medical tourism in India.

The aims are to explore the factors influencing Bangladeshi patients' decision-making process and their satisfaction level toward medical tourism in India. The study used a quantitative research approach with a cross-sectional survey. Data were collected from the patients or their relatives (N = 388) who would have decided to travel to India for medical and treatment purposes at the Chittagong Indian visa center (IVAC). Data were collected using a structured, pre-tested, and facilitator-administered questionnaire, which mainly included the social demographic characteristics, health status, medical tourism information and medical tourism index. Hierarchical regression analysis was performed to explore the factors influencing their satisfaction level toward medical tourism in India. More than three-fourths of the participants had visited India for self-treatment. Of the participants, 14% were cardiology patients, and 13% suffered from cancer. The relatives were the key source of information regarding medical tourism for more than one-fourth of the respondents. India's availability of well-experienced doctors, hospital/medical facilities with high standards, well-trained doctors, reputable doctors, and quality treatments and medical materials were top-ranked items. Regression results depict that facility and services appeared as the strongest factor (β = 0.24, t = 4.71, p < 0.001) followed by tourism destination factor (β = 0.16, t = 3.11, p = 0.002), medical tourism costs factor (β = 0.16, t = 3.24, p = 0.001) and country environment factor (β = 0.15, t = 2.69, p = 0.007). We found that the factor related to facility and services is one of the strongest predictors in our models. Therefore, home countries must strengthen the health care providers' advanced professional training, including service attitudes. Moreover, it is important to lessen the language barrier, reduce the airfare for medical tourists, and make the treatment cost more affordable for patients.

Analisis Variabel Penilaian Pegawai Berdedikasi Tinggi Dan Dampaknya Terhadap Kinerja Pegawai Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Sleman

Performance Appraisal is important for an organization and human resources who are members of the organization. Variables in performance appraisal can affect employee performance. This study aims to assess the variables in evaluating the performance of employees of the Investment and One-Stop Service Office whether or not it is appropriate to use it to assess employee performance.This study is based on the Systematic Literature Review (SLR) which includes 35 articles published from 2020 to 2023. The study shows that employee performance is influenced by motivation, discipline, appreciation, innovation, loyalty. Variables in performance appraisal consist of high enthusiasm, service attitude, high commitment, not currently undergoing employee disciplinary punishment, being responsible for each task given in accordance with the field, innovative, proactive related to the implementation of tasks, functions and efforts to improve service quality, discipline time, orderly dress code, orderly employee code of ethics and consistency with the enforcement of disciplinary rules and code of ethics, for Civil Servants with performance appraisal A. There are several assessment criteria that have not been included in existing research.

Holistic rehabilitation of cochlear implant users: using the International Classification of Functioning, Disability and Health

BackgroundThe purpose of this article is to propose how the International Classification of Functioning, Disability and Health (ICF), particularly the ICF core sets for hearing loss, can be used to plan and evaluate the holistic (re)habilitation of cochlear implant recipients.Material and methodsThe opinions of HearRing experts were gathered on what – based on their clinical experience – are the most relevant ICF categories and codes to describe audiological rehabilitation after cochlear implantation. For each ICF category, the most commonly used audiological assessment tools and methods were identified.ResultsThe most relevant codes for &lt;i&gt;Body functions and structures&lt;/i&gt;, &lt;i&gt;Activities and Participation&lt;/i&gt; as well as &lt;i&gt;Environmental factors were identified&lt;/i&gt;. These were the following. &lt;i&gt;Body structures&lt;/i&gt;: structure of the inner ear (s260), auditory nerve (s260), brainstem (s1105), midbrain (s1101), diencephalon (s1102), and cortical lobe (s110). &lt;i&gt;Hearing functions&lt;/i&gt;: sound detection (b2300), sound discrimination (b2301), localization of sound source (b2302), lateralization of sound (b2303), and speech discrimination (b2304). &lt;i&gt;Activities and participation&lt;/i&gt;: listening (d115); communicating with (receiving) spoken messages (d310); handling stress and other psychological demands (d240); using communication devices and techniques (d360); conversation (d350); family relationships (d760); school education (d820); paid employment (d850); and community life (d910). &lt;i&gt;Environmental factors&lt;/i&gt;: sounds (e250), products and technology for communication (e125), immediate family (e310), attitudes of immediate family members (e410), societal attitudes (e460), health professionals (e355), and health services, systems, and policies (e580).ConclusionsUsing the ICF can help target the holistic (re)habilitation of cochlear implant recipients. By providing a common language, it can enable clearer communication across disciplines, and closer comparison between different studies, which is essential for meta-analyses.

AN INVESTIGATION OF DOMESTIC TOURISTS’ SATISFACTION WITH SON TRA NIGHT MARKET, DA NANG – VIET NAM

This paper employs theoretical bases from previous research findings by Parasuraman et. al, Zeithaml and Bitner, and other experimental research publications to analyse domestic tourists’ satisfaction with the Son Tra Night market in Da Nang city-Viet Nam. With primary data from questionnaire for 270 domestic tourists visiting Son Tra Night market, using Likert-scale quantitative analysis techniques of scale reliability; exploratory factor analysis; and multiple regression analysis, the findings indicate that all 8 factors, namely Local specialities; Safety – Security; Landscape environment; Entertainment services; Products; Infrastructure; Service attitude; and Price, have positive effects on domestic tourists’ satisfaction with Son Tra Night market – in Da Nang, Viet Nam.

Crucial Factors in the Implementation of Intervention Programmes for Learners with Dyslexia: An Examination

This study sought to examine crucial factors that affect the implementation of intervention programmes to enhance the inclusion of learners with dyslexia in mainstream primary schools of Bubi District. A descriptive research design was adopted. Questionnaires were used to collect quantitative data. All 50 mainstream primary schools were included in the study. Simple random sampling procedures were used to select respondents for the study. This sampling technique was used to select 150 teachers (3 from each school). In this case, 50 were Grade 1 teachers, the other 50 taught Grade 3 classes and the last 50 were schools' clinical language remedial teachers. Quantitative data were analysed through the use of the Statistical Package for Social Sciences (SPSS) version 24. The major findings of the study were that the attitudes of teachers are crucial in the teaching of learners with dyslexia and that the awareness and knowledge of teachers on dyslexia need to be improved to support inclusion. It is recommended that awareness programmes should be conducted to activate a paradigm shift skewed towards the realisation of profitable attitudes of teachers and constructive staff development services.

Does voice matter? Investigating patient satisfaction on mobile health consultation

The rapid development of mobile technologies enables more patients to adopt mobile consultations for health services. Mobile health consultations allow voice consultation, a unique feature differentiating it from general online health consultations. However, how patients derive satisfaction in this context has yet to be well explained. This study draws on the social support theory to examine the relative effects of informational support and emotional support on patient satisfaction and the moderating role of consultation channels (voice vs. textual). Two hundred nineteen valid responses from mobile experiments were collected to test the research model and hypotheses. The results revealed that informational support had a more substantial effect on medical quality satisfaction than emotional support, while the impact of the former on service attitude satisfaction was weaker than that of the latter. Meanwhile, using a voice channel strengthened the positive relationship between informational support and medical quality satisfaction and the positive relationship between emotional support and service attitude satisfaction. This study reasonably explains previously conflicting conclusions and adds brand-new knowledge to patient satisfaction in the mobile-based context. Managers are advised to provide targeted social support and voice channel accessibility to improve mobile consultation.

Do Consumers Have Differential Preferences in Choosing Escape Rooms?

In recent years, the escape room industry has grown up rapidly in many cities in China. It has become one of the most popular entertainments for the younger generation in their spare time. From the firms’ view, however, it remains unknown whether consumers in different places on different preferences for escape room choice. To address this question, we restrict our attention to Beijing and Shanghai, the two most well-known cities in China. We investigate the store on Dianping.com, a famous service online website in China. We find features about different stores in different cities. We also use the Natural Language Process (NLP) process to summarize topics with associated top words from customer reviews. We find that people in different cities have different preferences for escape stores. In addition, what most people care about in escape rooms are the service and their own experiences. We recommend that store managers should pay attention to improving their service attitude.

Influence of socioeconomic status and university’s internal environment factors on university-choice decisions of postgraduate students in Vietnam

Postgraduate students' university selection decisions are influenced not only by the students themselves or their families, but also by internal university factors. This study evaluated the reasons for pursuing postgraduate education and investigated how family’s socioeconomic status and the university’s internal environment factors influenced postgraduate students’ university choice decisions. The study surveyed 401 first-year postgraduate students across five member universities of Vietnam National University Ho Chi Minh City using a questionnaire and five semi-structured interviews. The empirical data revealed many reasons behind respondents’ decisions, with the mean value ranging from 3.49 to 4.14, including reasons such as the desire to continue to learn and progress professionally, to obtain an additional graduate degree, passion for the graduated field, to pursue their own profession, the opportunity to meet and socialize with new friends, to get a job or find a better one, and to change the course of life. In addition, factors such as socioeconomic status (such as family income) and the university's internal environment (such as curricula, facilities, admissions, marketing and communication, service attitude, and learning environment) have also have different positive and negative effects on their judgments about which universities to select. The study also discussed suggestions for higher education managers and other stakeholders.

Public Attitudes and Awareness of Services Labeled as Halal

This research was conducted to find out impact of people's attitudes and awareness on the halal label. Research method used in this study is quantitative research combined with narrative research, where this study aims to determine the correlation between attitudes, consumer enlightenment, and halal label. Result can be used as a result of hypothesis testing data, the Standardized coefficient value in the table is -.034 with a significant value indicating that the behavioral variable (X1) does not have a significant effect on the halal label (Y). Therefore, hypothesis 4 suspects that the attitude has a positive effect on the halal label is not supported. using the results of hypothesis testing data, the Standardized coefficient value in the table is .663 with a significant value sharing that the citizen awareness variable (X2) has a significant influence on the halal label (Y), in which the assumption of public awareness has a positive effect on the halal label is supported. Hypothesis 1 which has an attitude variable is not supported, therefore it does not have a positive effect on the halal label. Hypothesis 2 is supported, due to the assumption that citizen awareness has a significant/influence on the halal label.

Software Realization of Progress Control Platform for Country House Tourism Development from the Perspective of Integrated Communication Network Operation

This paper aims to build a system platform that meets the current needs of homestay management by introducing a set of progress control platform of an advanced country homestay tourism development system and using the Android operating system as an application object by using smart phones as operating tools. The problem of Internet application in the homestay industry. This research is technically based on Android system, and introduces Java and H5 for system development. Java language can realize the basic framework of App, and H5 can realize the construction of kernel. In terms of software service, the service attitude of customer service and the consulting service provided by the owner affect consumers Buying intentions, good homestay buyers evaluations in terms of booking intentions will speed up consumers’ purchasing decisions.

Risk Management of Negative Online Public Opinion in a Tertiary Hospital Based on the Kaiser Model

Objectives: In this study, we analyzed negative online public opinion in tertiary hospitals and evaluated corresponding risk by applying the Kaiser Model. Methods: Through data and expert group discussion, combined with the hospital's actual negative online public opinion management, we determined the opinions posing higher risk. The hospital's risk questionnaire for negative opinion was designed based on the Kaiser Model. The whole hospital staff was then trained and investigated. An Excel worksheet was used for statistical analysis and risk calculation.Results: According to the ranking of risk value, the top 5 negative online public opinions were drug supply and demand, in-hospital parking, handling of public health emergencies, the service attitude of hospital guidance staff, and interpretation of medical insurance policies. Conclusion: The hospital needs to revise and improve the emergency response plan for negative online public opinion based on the analysis results and reports of opinion risks. This is helpful for strengthening hospital-level emergency training, improving the hospital's ability to manage negative opinion risks, and promoting the hospital to become passive about negative online public opinion.

PERAN KOMUNIKASI ANTARA KARYAWAN DENGAN CUSTOMER DALAM MENCIPTAKAN CUSTOMER LOYALTY TITIK DUA KOPI KEDUNGMUNDU

The problems studied were various complaints coming from customers stating that the customer was dissatisfied with the service attitude provided by Titik Dua Kopi Kedungmundu employees. The purpose of this study was to describe how interpersonal communication between employees and customers creates customer loyalty at Titik Dua Kopi Kedungmundu Semarang. This study uses a qualitative research method with a constructivism paradigm using a case study approach. The data collection technique was through interviews with several informants, namely the Operational Manager of Titik Dua Kopi Kedungmundu, Titik Dua Kopi Kedungmundu Employees and customers. Qualitative data analysis techniques using Nvivo 12 pro software. The results of this study there are seven characteristics of interpersonal communication in creating customer loyalty namely support, openness, equality, curiosity, empathy, caring, positive attitude.

Service-learning’s impact on dental students’ attitude to community service

BackgroundThis study aimed to observe the impact of service learning on the attitude of senior dental students toward community service.MethodsA cross-sectional survey-based was conducted and recruited a total of 120 senior students of Dentistry Taibah University that were enrolled in a clinical service-learning course using convenience sampling. The attitude of dental college students toward community service based on the model of helping behavior by Schwartz was evaluated through Community Service Attitude Scale (CSAS). The data was collected using the same questionnaires for the pre-test and post-test. Data were analyzed by using SPSS 25. A repeated-measures mixed-model ANOVA was used to test the changes across pre-and post-test.ResultsA total of 96 students completed the first survey, making a response rate of 80%, and 78 among them completed the second survey as well, making a response rate of 81%. Significant change (P < 0.0001) in ANOVA indicated that there was an overall change in attitude. ConclusionsIt can be concluded that community-based service-learning positively impacts the attitude of last year’s dental students toward understanding needs at the community level and the attitude to help in providing dental care at the community level.

Influence of Sustainable Environment Based on a SWOT-PEST Model on Sports Tourism Service Integration Development

The rapid growth of the social economy allows the masses to have more free time to enjoy a material and civilized life, and also allows many families to participate in sports tourism activities. However, as the development of sports tourism has just started, it still has some deficiencies in service integration. Meanwhile, the concept of sustainable development has been applied to sports tourism services. Through the survey on service attitudes and quality of the service staff by selected tourists, it was found that, according to the concept of sustainable development, 140 tourists have described service attitude and quality as very good and good, and only 35 tourists made other choices. In addition, to solve the shortcomings of sports tourism, this paper studied sports tourism services according to the sustainable environment of a SWOT-PEST model. Through expert scoring, the SWOT-PEST model was scored and compared with the model previously used. The score after use was above 4.3 points, and the score before use was below 4 points. Therefore, the research methods in this paper were valuable for research into sports tourism services.

Analysis of Factors Related to Low Back Pain (LBP) in Company Employees

Low Back Pain is a condition that causes acute or chronic pain and discomfort in the lumbosacral area due to inflammation, degeneration, abnormal cell growth, trauma, or body system disorders. This study aims to analyze the relationship between age, work attitude, workload, and years of service with the incidence of LBP in employees at PT. Muria Sumba Manis. The type of research used is a quantitative analytic survey with a cross-sectional study design. The population in this study were all employees who worked in sugarcane planting, with as many as 71 people. The sample amounted to 61 people who were taken using simple random sampling. The results showed that the variables associated with the incidence of LBP were age (p-value = 0.000), work attitude (p-value = 0.021), workload (p-value = 0.000), and years of service (p-value = 0.000). There is a significant relationship between age, work attitude, workload, and years of service with the incidence of LBP among employees at PT. Muria Sumba Manis. It is expected that employees should pay attention to an ergonomic work attitude to minimize the incidence of LBP.

Управление качеством шеринговых услуг: оценка уровней лояльности и потребительской удовлетворенности райдшерингом

Introduction: the popularity of sharing mobility services explains their ability to resolve the “first-mile-last-mile” problems in a seamless transport system. The operation of these services is based on digital technologies, and this places high demands on the quality of such services due to the presence of traditional alternatives in the field of transportation. Ridesharing is a vivid example of such digital sharing services, tempting the companies interested in resolving transport problems to enter this market. Objectives: to explore the attitudes of ride-sharing services users to the quality of services by assessing the levels of loyalty and consumer satisfaction, as well as to develop proposals for improving the quality of relevant services. Methods: systematic approach, analysis and synthesis, expert assessments, sociological research. The study involved 290 respondents from Moscow and the Moscow region who use ridesharing at least once a year. To measure user loyalty to ridesharing services, the consumer loyalty index (Net Promoter Score, NPS) proposed by Frederick Reicheld was used. To assess user satisfaction, the Consumer Satisfaction Index (CSI) was used. Results: it has been revealed that the NPS is negative and amounted to –27.24 %; however, the CSI is estimated at 72.74 %. Loyalty drivers appear to be: (1) convenience, (2) price, (3) safety. The users’ greater satisfaction is the technical condition of cars, safety during the trip and its price. The users are less satisfied with the comfort during the trip, the time of trip registration, the time to register in the application. Conclusions: despite the negative level of loyalty, ridesharing is a promising direction for the development of mobility services, since the quality determinants that affect the loyalty level can be improved by raising the quality of sharing services and the possibility of influencing the processes for which low satisfaction has been identified.

Analysis of Perception, Attitude, and Quality of Service on Patient Satisfaction at the Registration Place of the Kesambenkulon Health Center, Kediri

Background: Understanding the patient's needs and wants is an important thing that affects patient satisfaction. The purpose of this study is to analyzethe influence of perceptions, attitudes and quality of service on patient satisfaction at the registration of the Kesambenkulon Health Center. Subjects and Method: A cross sectional study conducted at Kesambenkulon Health Center, from August 19 to September 4, 2022. A sample of 105 respondents was taken by a simple random sampling. The dependent variable was patient satisfaction. The independent variables are perceptions, attitudes and service quality. Data were analyzed using a multiple linear regression. Results: Perception (b= 0.23; 95% CI= 6.12 to 8.13; p&lt;0.001), attitude (b= 0.43; 95% CI= 5.65 to 7.84; p= 0.002), quality service (b= 0.15; 95% CI= 4.84 to 7.59; p= 0.002) were significantly associated with patient satisfaction at the Kesambenkulon health center registration (adj. R2= 81.2%). Conclusion: The researcher believes that understanding the patient's needs and desires is an important thing that affects patient satisfaction. Satisfied patients are very valuable assets because if patients are satisfied they will continue to use the services of their choice. Keywords: satisfaction, service quality, perception &amp; attitude Correspondence: Menik Tri Kumalasari. Masters Program in Public Health, Strada Indonesian Institute of Health Sciences. Jl. Manila 37, Sumberece. Pesantren, Kediri, East Java 64133, Indonesia. Email: meniktrikumalasari@gmail.com. Mobile: +6281235500034. Journal of Health Policy and Management (2023) https://doi.org/10.26911/thejhpm.2023.08.01.07

Exploring the importance of service management construction in civil aviation companies

Since the outbreak of the new crown, it has caused an unprecedented serious impact on the Chinese aviation industry. The effective degree of civil aviation companies' management of their own corporate services, whether airlines can make profits, whether they can shape a high-visibility and high-reputation corporate image, and whether they can sustain development are all inseparable from the airlines' own public relations construction. Civil aviation service is an important part of transportation service, and in the fierce aviation market competition, good service attitude and service quality play a vital role in occupying the civil aviation market, so airlines need to study and analyze service concept and service management in detail. In this paper, the importance of civil aviation service management construction is analyzed against the background of the new crown epidemic.