Service Improvement Strategies Research Articles

A national research survey of childhood autism assessment services in the UK: empirical evidence of diagnostic practice, challenges and improvement opportunities

BackgroundThe UK National Health Service (NHS) Long Term Plan aims to reduce waiting times for childhood autism diagnostic assessment and improve parent and child satisfaction. This empirical research investigated current...

A Study on the Level of Customer Satisfaction Towards the Services of Maruti Suzuki

The study investigates customer satisfaction levels regarding Maruti Suzuki services. It employs a mixed-methods approach, combining surveys and interviews to gather comprehensive insights. The research sample includes Maruti Suzuki customers across diverse demographics, ensuring a representative perspective. The study aims to identify key factors influencing customer satisfaction, such as service quality, accessibility, and after-sales support. Statistical analysis and thematic coding of qualitative data enable a nuanced understanding of customer perceptions and preferences. The findings contribute to the existing body of knowledge on automotive service satisfaction and offer practical implications for Maruti Suzuki's service improvement strategies. Ultimately, the research aims to enhance customer experiences and foster long-term loyalty towards the brand. The study aims to explain key determinants of customer satisfaction within the context of Maruti Suzuki's services, including but not limited to service quality, accessibility, communication, and after-sales support. By identifying areas of strength and areas for improvement, the findings of this research will contribute to enhancing the overall customer experience and fostering long-term loyalty towards the Maruti Suzuki brand.

Unraveling the inconsistency in captive riders’ behaviors and attitudes within public transportation service usage: An integrated modeling approach

Fostering enduring patronage among passengers for public transportation (PT) services is crucial for sustaining ridership. However, a significant concern arises from the inconsistency between passengers' negative attitudes and their robust patronage behaviors toward PT services, particularly evident among the captive riders. This paradox entails the risk of these passengers potentially shifting to alternative transport modes in the future, thereby diminishing ridership. To unravel the intricate dynamics inherent in the relationship between captive riders' attitudes and behaviors, this study introduces a novel integrated model merging Satisfaction-Loyalty Theory (SLT) with Theory of Planned Behavior (TPB). The integrated model seeks to enhance the comprehension of the mechanisms that drive captive riders' ongoing utilization of PT services, specifically within the context of attitude-behavior inconsistency. Evident in a case study involving 637 samples collected in Dalian, China, the integrated model not only shows excellent goodness-of-fit but also outperforms both the conventional SLT and TPB frameworks. It excels in explaining why captive riders may persist in their behaviors towards the service even in the face of dissatisfaction and highlights how the perceived service quality shapes their attitudes and behaviors. This substantially contributes to the development of targeted service improvement strategies for sustaining captive riders’ continued patronage.

Analyzing the deviation between bus behavioral intention and actual behavior: a case study in Suzhou, China

ABSTRACT Bus priority is critical for promoting sustainable transportation and carbon neutrality. However, a discrepancy between behavioral intention and actual behavior might hinder the effectiveness of bus service improvement strategies. To assure high behavioral intention and consistent travel behavior, this study analyzes the factors that influence these features across different traveler groups. This study divides travelers into four categories depending on their intention and behavior. MIMIC models are designed to investigate factors that influence intention. Furthermore, the study examines factors impacting travel frequency among those with high and low intention. The findings show that 45.6% of travelers have inconsistent intention and behavior. While bus departure frequency affects all travelers, other aspects differ. Timeliness is a critical component in increasing travel frequency among high-intention travelers, while bus service reliability is the primary factor influencing low-intention travelers. These findings provide specific suggestions for different groups to assure bus ridership.

Factors Influencing Women's Attendance to Postnatal Clinics in the Primary Healthcare Centers in the Kingdom of Bahrain, 2023.

Despite the significance of postnatal care for maternal health, the attendance rate of mothers at postnatal clinics (PNCs) in primary healthcare (PHC) centers in Bahrain is low. This study aims to identify factors influencing women's attendance at PNC in PHC centers in the Kingdom of Bahrain and to propose strategies for service improvement. In January 2023, we conducted a cross-sectional study. We selected mothers who gave birth between six and 12 months before the survey and met inclusion criteria using systematic simple random sampling and obtained consent (n = 319). Data collection utilized an electronic, structured, interviewer-administered questionnaire, and analysis was carried out using SPSS version 28 (IBM Corp., Armonk, NY). Out of the 319 participants, 31% were unaware of the existence of PNC, 42% were aware but did not attend, and 27% were aware and had attended the clinic. Mother and child department clerks, doctors, health education boards, and midwives served as the primary sources of information about the PNC for only 34%, 16%, 16%, and 11% of participants, respectively. Understanding the importance of PNC, the services offeredby a healthcare worker,the booking process, having a vaginal delivery, and prior experience with a PNC visit were significantly associated with PNC attendance (p = 0.0046, p = 0.027, p < 0.001, p = 0.028, and p < 0.001, respectively). The attendance of 81 mothers, representing 94% of the total women who attended the clinic, was driven by their acknowledgment of the service's importance. Childcare responsibilities, perception of the visit as unimportant, and reluctance to undergo a pelvic examination were the top reasons for not attending the clinic, despite 41%, 38%, and 37% of participants being aware of it. Postnatal care attendance remains suboptimal for mothers in Bahrain. Awareness of the clinic's presence, counseling by healthcare providers, and prior experience with PNC visits were found to be significant determinants of attendance.

The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

To perform its function of providing health services, the clinical laboratory faces several challenges, especially in the speediness and accuracy of result delivery. Some issues frequently arise during the execution. An approach to overcoming obstacles and improving service quality is to use online applications delivered via the Android system to distribute the laboratory results. This study assessed internal customer satisfaction with the use of this online application. This study employs a quantitative approach with a cross-sectional approach. The customer was given a questionnaire with 15 questions covering five aspects of service quality (tangibility, reliability, responsiveness, assurance and empathy). The questionnaire’s validity and reliability were evaluated, and the Cartesian diagram analysis was used to determine the service improvement strategy. The empathy dimension has the highest satisfaction figure, with an average of 95.39%, while the assurance dimension has the lowest, with an average of 84.62%. The majority of the quality subdimensions are found in quadrants II and III of the Cartesian diagram (five parameters each). Most subdimension quality is found in quadrant II, with as many as five subdimension quality, indicating a high level of importance and satisfaction.

Determinants of satisfaction and continuance intention towards online food delivery service users in Indonesia post the COVID-19 pandemic

The COVID-19 pandemic has resulted in behavioural changes in the way people consume food in Indonesia, because people tend to use online food delivery (OFD) services to order food after the pandemic. In line with this, application-based OFD service providers in Indonesia such as GoFood, GrabFood, ShopeeFood, and others are growing year after year, creating competition among OFD service providers. On the other hand, now that the COVID-19 pandemic condition has begun to improve, people may return to ordering food in the traditional manner, namely by visiting restaurants directly without using the OFD service application. As a result, it may jeopardize the stability of the OFD service business. As a result, the purpose of this study is to investigate the factors that influence the satisfaction and intent of OFD service users in Indonesia to continue using OFD services in the future. The Unified Theory of Acceptance and Use of Technology (UTAUT2), Expectancy Confirmation Model (ECM), online review, online rating, and online tracking were all combined to do structural equation modeling (SEM) using the PLS-SEM approach. Data were gathered using an online poll of 325 respondents who have used OFD services. According to the findings of the structural model analysis, effort expectancy, hedonic motivation, price-saving orientation, and confirmation all have a direct impact on the level of satisfaction of OFD service users. Meanwhile, performance expectancy, habit, online review, and satisfaction all influence the intention to continue using OFD services. The findings of this study can be used as a reference for OFD service providers as a service improvement strategy, as well as to expand the literature on consumer behaviour regarding OFD services and provide a foundation for future research.

Coupling travel characteristics identifying and deep learning for demand forecasting on car‐hailing tourists: A case study of Beijing, China

AbstractOnline car‐hailing, with its advantages of convenience and efficiency, has quickly become popular among tourists, playing a crucial role in the accessibility of scenic spots. Due to the particularities of tourist travel behaviour and the complexity of travel supply and demand around scenic spots, research on car‐hailing tourists is relatively lacking at this stage. Based on multi‐source data, this study couples the identifying of travel characteristics, by introducing the concept of service dependency degree, with a Bayesian optimization–long short‐term memory–convolutional neural network (BO‐LSTM‐CNN) method to conduct multi‐task online car‐hailing demand forecasting. The evaluation of the dependency degree primarily encompasses the establishment of evaluation indices and the application of the entropy weight method and natural breakpoint method. The BO‐LSTM‐CNN model utilizes Bayesian optimization for hyperparameter tuning, LSTM for temporal variable processing, and CNN for the fusion of multi‐source information related to weather, space, and online car‐hailing attributes. Extracting online car‐hailing tourist travel orders based on spatial–temporal constraints, the proposed methods are applied to 72 scenic spots in Beijing, China. According to their dependency degree, Beijing's scenic spots are categorized into three levels of dependency on online car‐hailing services, from high to low. The outstanding forecasting efficacy of the proposed model for various scenic spots is verified through comparison tests with several benchmark models. Consequent to these findings, mobility service improvement strategies are specifically proposed for each class of scenic spots, which can provide valuable insights for the relevant tourism traffic management personnel.

World Cafés as a participatory approach to understanding research agendas in primary care with underserved communities: reflections, challenges and lessons learned

BackgroundCertain communities are underserved by research, resulting in lower inclusion rates, under researched health issues and a lack of attention to how different communities respond to health interventions. Minoritised ethnic groups are often underserved by research and services. They experience health inequalities and face significant barriers to accessing health services. It is recognised that new approaches are needed to reach underserved communities and make research more relevant. The purpose of this work was to utilise World Cafés, a participatory method, to explore research agendas with diverse communities.MethodsTwo World Cafés were conducted as research agenda setting activities with individuals from minoritised ethnic communities in Bristol, UK. World Café 1 explored Black and Asian women’s perspectives about supporting mental health. World Café 2 with men from the Somali community, focused on prostate cancer. Community members co-developed the focus and questions of each World Café and were also instrumental in recruiting individuals to the sessions and facilitating discussions, including translation. Audio and written records were made of the discussions and from these key issues about each topic were identified, and a visual representation of the discussion was also generated. These were shared with participants to check for accuracy.ResultsCommunity members identified a range of issues that are important to them in relation to mental health and prostate cancer, including barriers to help seeking and accessing primary and secondary care, ideas for service improvements and a need for health information that is accessible and culturally relevant.ConclusionsWorld Cafés are a flexible method that can be successfully adapted for research agenda setting with individuals from minoritised ethnic communities. The role of community members in co-developing the focus of sessions, recruiting community members and co-facilitating sessions is crucial to this success. The discussions at both World Cafés provided a rich insight into the experiences of participants in relation to the topics mental health and prostate cancer and identified issues that are important to these communities that will be followed-up with communities, researchers and clinicians to co-develop research and service improvement strategies.

Efektivitas Aplikasi Sikab Taji Prima Dalam Peningkatan Pelayanan Administrasi Kependudukan (ADMINDUK) Di Kabupaten Pacitan

Population Administration Document (Adminduk) is an important thing that every citizen must have. Adminduk documents include; KTP, KK, KIA, birth/death certificate, and moving/arrival letter. For the community, ownership of this Adminduk document can be related for increasing utilization of health services, opportunities to continue their education, open access to livelihood and economic sources, and guaranteed legal protection. For the government, complete and accurate of basic statistics of development based on Adminduk data are the basic capital for effective public service planning and budgeting. The purpose of this research is to describe: 1). Adminduk services before using application of SIKAB TAJI PRIMA, 2). problems and causal factors faced in Adminduk services, 3). Adminduk service improvement strategy, 4). The effectiveness of SIKAB TAJI PRIMA application in improving Adminduk services. The method used in this research is descriptive qualitative with data collection techniques in the form of interviews, observation and document study. The results of this research showed that: 1) Adminduk services before using the SIKAB TAJI PRIMA application were still not easy, not fast and not cheap, 2) the problem faced in previous Adminduk services was the problem of access to centralized service locations in the district 3) the main strategy for improving Adminduk services is; bringing services closer and using information technology, 4). The SIKAB TAJI PRIMA application has became effective in facilitating Adminduk services in Pacitan Regency. From this research it can be concluded that from various problems in Adminduk services and various innovations to improve services, the most effective innovation was found to be the use of the SIKAB TAJI PRIMA application. At least until the time this research was carried out, this application could be considered the fastest, easiest and cheapest as a medium for providing Adminduk services.

Research on service quality evaluation and improvement strategy of Chinese civil aviation based on DEA model

Abstract This paper aims to improve the service quality of Chinese civil aviation and objectively evaluate the service quality of Chinese civil aviation through the DEA model. Based on C 2 R model and C 2 GS 2 model, the DEA model is optimized and improved to establish C 2 WH model. Based on the principle of the gray correlation cone of constraints, a gray correlation cone of constraints DEA model is established, and the optimized DEA budget process is constructed. Using the gray correlation constraint cone DEA model to budget and evaluate the service quality data of Chinese civil aviation, combined with the data analysis, the strategy to improve IT intelligence and flight transit service level is proposed. The results show that the items of baggage claim speed, security check waiting time and the Internet have the lowest scores, which are below 4.40. Catering facilities and charges and flight information screen also scored low, below 4.45. The number of passengers checking in for their boarding passes through self-check-in is growing rapidly at a rate of 18%, with this segment exceeding 50% of total passengers. Airport signage optimization resulted in a 45% reduction in airport traffic. This study is beneficial to improve the science of service quality evaluation of civil aviation in China.

Factors associated with disrespect and abuse of women during labour and birth in health facilities in low-and middle-income countries: A systematic review and meta-analysis

Background: Disrespect and abuse by health providers during birth is a traumatic experience that jeaporadises women’s mental and physical health, lowers satisfaction with care and results in lower willingness to use health services. Objective: We aimed to assess the factors associated with disrespect and abuse of women during birth in low- and middle-income countries, in order to understand which women are more at risk of abuse, and to inform strategies for health service improvement. Method: The systematic review and meta-analysis followed PRISMA guidelines. Three databases were searched for articles published between 2018-2022. Of the 57 articles retrieved, nine met the inclusion criteria. Result: Women were more likely to experience disrespect and abuse if they had no formal education (aOR 5.92), gave birth in a public facility (aOR 4.34), had birth complications (aOR= 3.72), an instrumental vaginal birth (aOR 2.35) or lived in a rural area (aOR 2.03). Conclusion: Women who are already disadvantaged in terms of lack of education, rural residence and expieriencing birth complications are also the ones more likely to be mistreated by health providers during birth. The widespread discrimination and compounding intersections of inequality faced by women within birthing services deserves urgent attention. Future research and action should seek to understand the models of maternity care that underpin respectful client-practioner engagment, and the health system requirements to support these models.

The design and development of the Super-X device data acquisition and monitoring system

To meet the construction requirements of future fusion reactors and other large-scale superconducting magnets, China is building an advanced superconducting conductor experimental device (Super-X) to evaluate the performance of future superconducting components. To ensure the reliability, stability of the Super-X devices and the flexibility, extensibility of the experimental tests, a specialized data acquisition and monitoring system has been designed and developed, which comprises three main components: data acquisition, transmission, and storage. For the data acquisition, a driver plug-in dynamic loading mechanism is employed to shield the diversification of data acquisition devices, thereby providing a unified data interface for upper-level operations. In terms of data transmission, the publish/subscribe (pub/sub) mode of ZeroMQ was utilized to meet the high-speed sampling demands (10 kHz sampling rate) of data transmission. In addition, a data distribution service improvement strategy that employs multiple workers is proposed to enhance subscriber reception capacity and reduce data transmission loss. As for data storage, a combination of short-term and long-term databases is used to improve the efficiency of data queries. The results of testing indicate that the system can satisfy the operational and experimental requirements of the device.

The Role of Service Quality in Increasing Customer Satisfaction at PT. Global Perkasa Ekspres Logistik

Customer satisfaction is an exciting and crucial issue for many companies, including PT. Global Perkasa Ekspres Logistik. However, until now, the role of service quality in improving the quality of customer experiences has yet to be widely reported in this company. This study aims to analyze and design service improvement strategies for PT. Global Perkasa Ekspres Logistik in managing service quality, especially in delivery services, to increase customer satisfaction. This research design falls under the category of qualitative research that PT. Global Perkasa Ekspres Logistik gather opinions through questionnaires, interviews, and direct observation. The number of analysis units in this study amounted to nine companies, which took place from March to July 2022 for qualitative descriptive data analysis. PT. Global Perkasa Ekspres Logistik is a logistics service provider for companies under its umbrella. In its journey, this company has obtained customer satisfaction through the quality of its services. According to research, factors that affect consumer satisfaction include good customer service, affordable service prices for people who often use expedition services, friendly, flexible, responsive, and quality services, and technological advances that provide convenience in communicating and providing services to consumers. Other factors that become weaknesses in achieving customer satisfaction include the presence of individuals or staff who lack experience in providing services and have an impact on the company's image.

Investigating Heterogeneous Consumer Preference for Sustainable Sewerage Asset Management: The Case of South Korea

This study proposes a data-based strategy for prioritizing sewerage services and developing consumer-centric asset management systems. Sewerage systems are essential infrastructure, but resource-intensive, and governments have faced challenges due to limited budgets and aging facilities. Most countries are still in the early stages of adopting consumer-centric approaches. By using the mixed logit model, this study identified heterogeneous service preferences among consumers based on their priority for physical and social services. Groups who attributed their importance to physical services were more sensitive to sewerage bills; however, those who emphasized social services were more interested in water activity environment improvement and odor intensity reduction. This study also showed that people are willing to pay USD 10 for odor intensity reduction and USD 6 for water activities improvement on average, but those who prioritized sinkhole reduction and flood reduction answered less willingness to pay for each service improvement. Applying these heterogeneous service preferences to service improvement strategies can lead not only to higher consumer satisfaction and lower economic burden, but also to a deeper understanding of residents’ willingness to pay for service improvement in certain service preference areas. Therefore, the results contribute to the development of sustainable asset management strategies.

Analysis of Customer Satisfaction in Tourism Services Based on the Kano Model

Understanding customer needs is of great significance to enhance service quality and competitive advantage. However, for the tourism industry, it is still unclear how to mine service improvement strategies from tourist-generated online reviews. This paper aims to develop a data-driven approach to conduct a fine-grained dimension analysis of customer satisfaction with tourism services. First, this paper uses Latent Dirichlet Allocation to explore the key dimensions of tourist satisfaction from online reviews. Next, based on the Chinese sentiment dictionary, tourists’ emotional attitudes towards each service dimension can be identified. Then, the backpropagation neural network is used to measure the complex relationship between tourists’ sentiment orientations towards different dimensions and their satisfaction. Finally, according to the improved Kano model, multi-dimensional attribute classification is realized to support the strategic analysis of tourism service quality improvement. The proposed method is empirically verified through a real tourism review dataset. The results exhibit the theoretical and practical implications of our method.

배달 서비스 플랫폼의 가치공동파괴와 회복에 관한 연구

This study aimed to identify common value co-destruction factors in the delivery app industry by utilizing text mining-based sentiment analysis and CONCOR analysis. To achieve this, the study analyzed 2,160 reviews of Baedal Minjok's app, with Textom used for sentiment analysis and CONCOR analysis performed using Netminer 4.0. The results of the study identified several common value co-destruction factors in the delivery app industry. The first category of factors included “policy,” “increase,” and “point,” while the second category included “confirmation,” “card,” and “company.” The third category of value co-destruction factors included “Cancellation,” “Address,” “Authentication,” and “Delivery Fee,” among others. Finally, the study also identified “Member,” “Discount,” and “Service” as additional value co-destruction factors. The implications of this study are significant as it provides a deeper understanding of the factors that contribute to service failure in the delivery app industry. By identifying these value co-destruction factors businesses in this industry can develop effective strategies for service recovery and improvement. However it is important to note that the study's findings may be limited due to the potential shared destruction of values resulting from interactions within the delivery app platform. Future studies could seek to identify value co-destructive factors recognized by each object in the service process which may provide further insights into the factors contributing to service failure in the delivery app industry.

Root Cause Analysis and Strategies to Improve Outpatient Pharmacy Services

XYZ is a hospital that provides health services and also provides pharmaceutical services. According to Permenkes No.129 of 2008 concerning Minimum Service Standards for Hospitals, the waiting time for ready-made medicine is ≤ 30 minutes and the waiting time for concoction medicine is ≤ 60 minutes. However, in 2019 and 2020 XYZ Hospital has not been able to achieve it, so a preliminary study was carried out by evaluating the outpatient pharmaceutical service business processes using the Quality Evaluation Framework (QEF) approach with the results showing a mismatch in target achievement in the prescription review process which included prescription review failures. (Q5), the process of checking drug availability which includes failure to check drug availability (Q7), the drug billing process which includes drug billing time efficiency (Q14), the administrative process which includes administrative time efficiency (Q18) and the process of providing information/counseling which includes authority provision of information/counseling (Q24). After knowing the quality factors that are not achieved, it is necessary to analyze the root causes and strategies for improving outpatient pharmacy services. This study aims to analyze the gaps in the business process of outpatient pharmacy services and determine the improvement strategy at XYZ Hospital. Collecting data in this study by conducting Focus Group Discussion (FGD) and documentation studies. Analysis of the data used using qualitative methods by doing data reduction, data display and conclusion/verification. From the results of the study, it was found that the gap in outpatient pharmacy services using Root Cause Analysis (RCA) was in the categories of procedures, people, policies, and plant/technology so the strategy for improving outpatient pharmacy services was by implementing e-prescriptions, eliminating hanging billing procedures, adding human resources and infrastructure, strengthening the integrated hospital information system. Thus it can be concluded that an analysis of the root causes of the business processes of outpatient pharmacy services needs to be carried out so that service improvement strategies can be determined.

Classifying travellers’ requirements from online reviews: an improved Kano model

PurposeThis study aims to provide a method for classifying travellers’ requirements to help hoteliers understand travellers’ requirements and improve hotel services. Specifically, this study develops a strength-frequency Kano (SF-Kano) model to classify the requirements expressed by travellers in online reviews.Design/methodology/approachThe strength and frequency of travellers’ requirements are determined through sentiment and statistical analyses of the 13,217 crawled online reviews. The proposed method considering the interaction between strength and frequency is proposed to classify the different travellers’ requirements.FindingsThis study identifies 13 travellers’ requirements by mining online reviews. According to the results of the improved Kano model, the six travellers’ requirements belong to one-dimensional requirements; two travellers’ requirements belong to must-be requirements; three travellers’ requirements belong to attractive requirements; two travellers’ requirements belong to indifferent requirements.Research limitations/implicationsResults of this research can guide hoteliers to address hotel service improvement strategies according to the types of travellers’ requirements. This study can also expand the analysis scope of hotel online reviews and provide a reference for hoteliers to understand travellers’ requirements.Originality/valueBy mining online reviews, this study proposes an SF-Kano model to classify travellers’ requirements by considering both the strength and frequency of requirements. This study uses the optimisation model to determine the classification thresholds. This process maximises travellers’ satisfaction at the lowest cost. The classification results of travellers’ requirements can help hoteliers gain a deeper understanding of travellers’ requirements and prioritise service improvements.

The Influence of Resident's Income Level on Rusunawa Perceptions of Satisfaction, Convenience, and Management

The increasing population growth rate causes a city to face the problem of limited land for residential development. Housing is a fundamental demand of the community that must be fulfilled, especially for low-income people. Through the construction of flats named Rusunawa, the government tries to fulfill the demand for decent housing and anticipates the emergence of slum settlements. In its development, there are Rusunawa whose management is not optimal in maintenance which results in unkempt conditions and causes residents to not get satisfaction and convenience in occupying housing. This study aims to analyze the level of satisfaction, the convenience of residents, and the management of Rusunawa. It is based on the income level of residents and identifies strategies for service improvement of Rusunawa management. This study uses primary data to obtain the level of satisfaction, comfort, and management of flats based on income levels. The data collected is preliminary data consisting of data from questionnaires to the residents of the apartments and data from interviews with the Rusunawa management agency. The method in this study uses a mixed method based on qualitative methods with interview techniques and quantitative methods with survey techniques (questionnaires). The results show that there is a significant difference in the level of building convenience based on the income level of the residents of the Rusunawa. The management of the Rusunawa has not reached its maximum goals related to implementing the Rusunawa regulation. Runaway development programs are required, such as providing counseling, participating in social activities regarding environmental care, and conducting socialization with residents, especially the priority aspects of unique flats for low-income communities.