Service Improvement Strategies Research Articles

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.

Automated Mobility-on-Demand Service Improvement Strategy through Latent Class Analysis of Stated Preference Survey

Automated driving technologies have advanced remarkably and are expected to be a part of our lives soon. Because automated driving technology does not require a driver, a significant change in future mobility services is expected. Automated driving technology is closely related to the development of public transit services as it can significantly reduce driver labor costs and provide a more comfortable in-vehicle environment. In particular, the preference for automated mobility-on-demand services that can respond in real time to the dynamic demand through automated driving technology is growing. Previous studies have compared passengers’ preferences for automated mobility-on-demand services and other transportation modes and proposed a way to enable more passengers to use automated mobility-on-demand services. However, as the number of pilot operations increases, future research will focus on ways to improve competitiveness among automated mobility-on-demand services. This study conducts a passenger preference survey based on the characteristics of automated mobility-on-demand services. In particular, changes in the in-vehicle environment and seat selection system, which differ from existing mobility-on-demand services due to automated driving technology, are investigated. The latent class modeling approach is used to classify passengers based on stated preference data collected from the survey. The estimation results show that vehicle type and seat choice system have a significant impact on passengers’ preference for automated mobility-on-demand services. In addition, considering that a high percentage of passengers do not prefer to improve autonomy in seat reservation and the in-vehicle environment, this study suggests that cost-consuming service improvement strategies are not always appropriate.

Analisis SWOT Strategi Peningkatan Pelayanan Transportasi PT Kereta Api Indonesia (Persero)

The purpose of this study is to determine the service improvement strategy that can be applied by PT Kereta Api Indonesia (Persero) DAOP 2 Bandung. Service is an important point in especially business in the service sector, and in service research the problems that occur are improvement strategies. By using SWOT analysis, interview data was processed using the IFE (Internal Factor Evaluation) and EFE (External Factor Evaluation) Matrix. To describe the factors of strength and weakness using IFE while opportunities and threats using EFE. From the results of Strength and Opportunities (SO) of 4.56, Strength and Threats (ST) of 3.65, Weaknesses and Opportunities (WO) of 4.29, Weaknesses and Threats of 3.38. The combination of the highest alternative strategy and being in quadrant I, namely SO, is expected to have strength and can implement opportunities to improve existing services for better services in the future.

축제 관람객의 추구편익에 따른 시장세분화: 2019 충주세계무예마스터십을 사례로

The purpose of this study is to derive the factors of the benefit sought for visitors to the 2019 Chungju World Martial Arts Masterships, and to present a marketing strategy to revitalize the festival by subdividing the demand market based on the results. The survey was conducted with visitors to the 2019 Chungju World Martial Arts Masterships, and an empirical analysis was conducted using SPSS program. As a result of the analysis, four factors were derived. Based on the factors, four sub-markets were derived by conducting cluster analysis for market segmentation. Marketing strategies for each subgroup were discussed based on significant differences between clusters according to demographic characteristics and travel types. The research results emphasized the significance of providing basic data for program development, service improvement, and marketing strategies of the World Martial Arts Masterships, and proposed follow-up research according to research limitations.

Patient Preferences for Strategies to Improve Tuberculosis Diagnostic Services in Zambia

Delayed engagement in tuberculosis (TB) services is associated with ongoing transmission and poor clinical outcomes. To assess whether patients with TB have differential preferences for strategies to improve the public health reach of TB diagnostic services. A cross-sectional study was undertaken in which a discrete choice experiment (DCE) was administered between September 18, 2019, and January 17, 2020, to 401 adults (>18 years of age) with microbiologically confirmed TB in Lusaka, Zambia. The DCE had 7 attributes with 2 to 3 levels per attribute related to TB service enhancements. Latent class analysis was used to identify segments of participants with unique preferences. Multiscenario simulations were used to estimate shares of preferences for different TB service improvement strategies. The main outcomes were patient preference archetypes and estimated shares of preferences for different strategies to improve TB diagnostic services. Collected data were analyzed between January 3, 2022, to July 2, 2022. Among 326 adults with TB (median [IQR] age, 34 [27-42] years; 217 [66.8%] male; 158 [48.8%] HIV positive), 3 groups with distinct preferences for TB service improvements were identified. Group 1 (192 participants [58.9%]) preferred a facility that offered same-day TB test results, shorter wait times, and financial incentives for testing. Group 2 (83 participants [25.4%]) preferred a facility that provided same-day TB results, had greater privacy, and was closer to home. Group 3 (51 participants [15.6%]) had no strong preferences for service improvements and had negative preferences for receiving telephone-based TB test results. Groups 1 and 2 were more likely to report at least a 4-week delay in seeking health care for their current TB episode compared with group 3 (29 [51.3%] in group 1, 95 [35.8%] in group 2, and 10 [19.6%] in group 3; P < .001). Strategies to improve TB diagnostic services most preferred by all participants were same-day TB test results alone (shares of preference, 69.9%) and combined with a small financial testing incentive (shares of preference, 79.3%), shortened wait times (shares of preference, 76.1%), or greater privacy (shares of preference, 75.0%). However, the most preferred service improvement strategies differed substantially by group. In this study, patients with TB had heterogenous preferences for TB diagnostic service improvements associated with differential health care-seeking behavior. Tailored strategies that incorporate features most valued by persons with undiagnosed TB, including same-day results, financial incentives, and greater privacy, may optimize reach by overcoming key barriers to timely TB care engagement.

Impact of pelvic floor dysfunction in Aboriginal and Torres Strait Islander women attending an urban Aboriginal medical service.

Pelvic floor dysfunction causes high-level disease burden, with Aboriginal and Torres Strait Islander women less likely to have access to best management for these issues due to multiple sociocultural barriers. There is limited data on the impact of pelvic floor dysfunction in this specific population. To explore the impact of pelvic floor dysfunction on Aboriginal and Torres Strait Islander women attending an urban Aboriginal medical service, considering barriers and facilitators for care, and the services that are desired to address these conditions. This is a mixed methods project utilising the validated Pelvic Floor Impact Questionnaire 7 in combination with qualitative data from semi-structured interviews. Quantitative data were analysed using SPSS Version 24 and analysis included the use of means, SD and Fisher's exact test for comparison. Interview transcriptions were coded into initial themes using thematic analysis and a theoretical approach was used to capture common patterned responses. The majority of women reported urinary incontinence. Higher scores on the urinary impact questions were significantly associated with comorbid risk factors of chronic cough and obesity. Salient themes from interviews included help-seeking behaviours, embarrassment and normalisation of the condition. Women desired access to a pelvic floor physiotherapist, and preferred a female doctor and a consistent care provider. Pelvic floor disorders cause high disease burden for Aboriginal women across a broad age range with associated comorbid risk factors frequently occurring. This study suggests service improvement and care delivery strategies that may improve long-term outcomes for Aboriginal women with pelvic floor conditions.

Service quality evaluation and service improvement using online reviews: A framework combining deep learning with a hierarchical service quality model

In the era of big data, service quality evaluation using online reviews has become a popular topic. However, very few studies focus simultaneously on service quality evaluation and service improvement. In this study, a research framework for service quality evaluation and service improvement is proposed, sentiment analysis is used to extract the temporal scores of the service attributes of each subdimension of the service quality model from online reviews, and a long short-term memory network is used to predict the scores for the service quality provider. Furthermore, a long short-term memory network-based sensitivity analysis, in conjunction with improvement costs, is used to rank the subdimensions in the service quality model. Then, service improvement strategies are determined according to the rankings of the service attributes. Hotels’ online reviews were used to investigate the effectiveness of the proposed framework. A series of service improvement strategies for the specific service attributes are provided.

Elizabeth Casson Memorial Lecture 2022: Optimising performance, clinical and economic outcomes in occupational therapy service delivery

The rise in health and social care costs has prompted a critical look at the way health and social care services are managed and delivered. There has been a significant change in assessing the performance and evaluating the outcomes of services. Where once only performance outcome data related to service efficiency were required, now evidence of clinical effectiveness and cost-effectiveness is demanded. When evaluating the outcomes of service delivery, it is important to measure performance outcomes (related to service efficiency), clinical outcomes (related to service effectiveness) and economic outcomes (related to cost-effectiveness). This lecture examines the interdependent relationship between performance, clinical and economic outcomes in service delivery which is underpinned by strong leadership, the application of various service improvement strategies and collaborative research between managers, clinicians, researchers and health economists, with patient and public involvement. Service improvement strategies based on practice-based and research-based evidence will be suggested to optimise performance, clinical and economic outcomes. My lecture concludes that occupational therapists should adopt these service improvement strategies and conduct clinical researches and economic evaluations to develop an efficient, effective and cost-effective service which can meet the client’s needs by using allocated resources and is value for money from a commissioning perspective.

The effectiveness of primary care streaming in emergency departments on decision-making and patient flow and safety – A realist evaluation

Primary care streaming was implemented in UK Emergency Departments (EDs) to manage an increasing demand for urgent care. We aimed to explore its effectiveness in EDs with different primary care models and identify contexts and mechanisms that influenced outcomes: streaming patients to the most appropriate clinician or service, ED flow and patient safety. MethodWe observed streaming and interviewed ED and primary care staff during case study visits to 10 EDs in England. We used realist methodology, synthesising a middle-range theory with our qualitative data to refine and create a set of theories that explain relationships between contexts, mechanisms and outcomes. ResultsMechanisms contributing to the effectiveness of primary care streaming were: quality of decision-making, patient flow, redeploying staff, managing patients across streams, the implementation of governance protocols, guidance, training, service evaluation and quality improvement efforts. Experienced nurses and good teamworking and strategic and operational management were key contextual factors. ConclusionWe recommend service improvement strategies, operational management, monitoring, evaluation and training to ensure that ED nurses stream patients presenting at an ED seeking urgent care to the most appropriate clinicians for their needs in a safe and efficient manner.

660 PHYSIOTHERAPISTS PERCEPTIONS OF MECHANISMS FOR OBSERVED VARIATION IN PRACTICE DURING EARLY POSTOPERATIVE PHASE AFTER HIP FRACTURE

Abstract Objective To explore physiotherapists’ perceptions of mechanisms to explain observed variation in early postoperative practice after hip fracture surgery demonstrated in a national audit. Methods A qualitative semi-structured interview study of 21 physiotherapists working on orthopaedic wards at 7 hospitals with different durations of physiotherapy during a recent audit. Thematic analysis of interviews drawing on Normalisation Process Theory to aid interpretation of findings. Results Four themes were identified: achieving protocolised and personalised care; patient and carer engagement; multidisciplinary team engagement across the care continuum; and strategies for service improvement. Most expressed variation from protocol was legitimate when driven by what is deemed clinically appropriate for a given patient. This tailored approach was deemed essential to optimise patient and carer engagement. Participants reported inconsistent degrees of engagement from the multidisciplinary team attributing this to competing workload priorities, interpreting ‘postoperative physiotherapy’ as a single professional activity rather than a care delivery approach, plus lack of integration between hospital and community care. All participants recognised changes needed at both structural and process levels to improve their services. Conclusion Physiotherapists highlighted an inherent conflict between their intention to deliver protocolised care while allowing for an individual patient-tailored approach. This conflict has implications for how audit results should be interpreted, how future clinical guidelines are written, and how physiotherapists are trained. Physiotherapists also described additional factors explaining variation in practice which may be addressed through increased engagement of the multidisciplinary team and resources for additional staffing and advanced clinical roles.

Web-Based Library Service Information System Design Using Electronic Customer Relationship Management (E-CRM) At SMK YUPPENTEK 1 Tangerang

The utilization of information and communication technology in education is a means of informing quality education. One area that feels the impact of technology in the library. SMK Yuppentek 1 Tangerang currently has a library, but it is not computerized with an information system. In other words, all data is still written in a ledger to recapitulate the transactions that occur so that the data is less accurate in the reporting process. The collection of books that is continually increasing in the library is not followed by the readiness of the officers to update the data so that it becomes difficult for visitors to get the latest information. This study aims to create a website-based library information system at SMK Yuppentek 1 Tangerang city by using Electronic Customer Relationship Management (E-CRM) as a service improvement strategy that is oriented to the needs of members so that it becomes a solution for processing library information data to be practical, accurate and effective. Easy and excellent service can be obtained by visitors well. The methodology of this research analysis is the method of data collection and analysis of Performance, Information, Economic, Control, Efficiency, Service (PIECES), which will present a discussion of the theoretical basis, stages of analyzing and modeling processing systems using Unified Modeling Language (UML), black-box testing that will be used as a testing method.

STRATEGY TO IMPROVE ADMINISTRATIVE SERVICES AT THE OFFICE OF RELIGIOUS AFFAIRS, NORTH GALESONG DISTRICT, TAKALAR INDONESIA

This study aims to determine the strategy for improving administrative services at the Office of Religious Affairs, North Galesong District, Takalar Regency. This type of research is descriptive research with a qualitative approach. Data collection techniques were carried out through observation, interviews and documentation. The data analysis technique used consisted of data condensation, data presentation and conclusion drawing. The results showed that the Strategy for Increasing Administrative Services at the Office of Religious Affairs, North Galesong District, Takalar Regency can be seen from five service improvement strategies, namely (1) Core Strategy, all employees have understood the goals and functions and their respective duties are in accordance with SOP, several types of services are not implemented due to Covid-19. (2) Consequences Strategy, does not apply a reward system, the community appreciates (reward) employees who help them voluntarily, minimizing sanctions. (3) Customer Strategy, services provided are based on needs, services are in accordance with SOPs, implementon line systems on the SIMKAH application, facilities are available, security guarantees and one-stop services. (4) Control Strategy (Supervision Strategy), having full trust in employees, conveying and finding out what the community needs in administrative services at the Religious Affairs Office at every meeting at the local Camat Office or Village Office. (5) Culture Strategy, building team work, holding regular evaluation meetings and with disciplined leaders able to improve administrative services. The supporting and inhibiting factors can be seen in the awareness factor, organization and service facilities.

Do Anti-Corruption Messages Improve Public Service Delivery? Insights from a Lab-in-the-Field Experiment in Burundi

This paper explores the effects of anti-corruption sensitisation messages on bribe-taking and public service delivery. In a novel lab-in-the-field experiment in Burundi, 527 public servants were asked to allocate rationed vouchers between anonymous citizens; some of these citizens attempted to bribe the public servants to obtain more vouchers than entitled. Two groups of public servants were randomly exposed to similar short messages that called to either the idea of good governance or professional values of integrity. Public servants exposed to the professional identity message behaved in a more equitable manner than those not exposed to any message. We hypothesise that reflecting upon professional values increases moral costs and prompts fairer service delivery. Bribe-taking was not impacted by the messages and bribe-taking and service delivery appear to be distinct dimensions, correlated to different variables. The experiment provides new insights into the design of public service improvement and anti-corruption strategies.

Orthopaedic physiotherapists' perceptions of mechanisms for observed variation in the implementation of physiotherapy practices in the early postoperative phase after hip fracture: a UK qualitative study.

Objectiveto explore physiotherapists’ perceptions of mechanisms to explain observed variation in early postoperative practice after hip fracture surgery demonstrated in a national audit.Methodsa qualitative semi-structured interview study of 21 physiotherapists working on orthopaedic wards at seven hospitals with different durations of physiotherapy during a recent audit. Thematic analysis of interviews drawing on Normalisation Process Theory to aid interpretation of findings.Resultsfour themes were identified: achieving protocolised and personalised care; patient and carer engagement; multidisciplinary team engagement across the care continuum and strategies for service improvement. Most expressed variation from protocol was legitimate when driven by what is deemed clinically appropriate for a given patient. This tailored approach was deemed essential to optimise patient and carer engagement. Participants reported inconsistent degrees of engagement from the multidisciplinary team attributing this to competing workload priorities, interpreting ‘postoperative physiotherapy’ as a single professional activity rather than a care delivery approach, plus lack of integration between hospital and community care. All participants recognised changes needed at both structural and process levels to improve their services.Conclusionphysiotherapists highlighted an inherent conflict between their intention to deliver protocolised care and allowing for an individual patient-tailored approach. This conflict has implications for how audit results should be interpreted, how future clinical guidelines are written and how physiotherapists are trained. Physiotherapists also described additional factors explaining variation in practice, which may be addressed through increased engagement of the multidisciplinary team and resources for additional staffing and advanced clinical roles.

Post-diagnosis young-onset dementia care in the National Disability Insurance Scheme.

Post-diagnosis service delivery for young-onset dementia (with onset prior to 65 years) recently moved to the disability system in an attempt to address systemic barriers to best practice in aged care. The objective of this study was to examine experiences and satisfaction with disability services so far among people with young-onset dementia and their care partners and identify strategies for service and system improvement. The 151 participating Australians living with young-onset dementia or providing informal care to a person with young-onset dementia were recruited via social media, advocacy bodies and specialist medical clinics. A cross-sectional online survey asked participants to provide a timeline of their interactions with the disability system so far and rate their satisfaction with the disability system, aged care and disability services. Participants reported a mean age at symptom onset of 55 years. In all, 53% were diagnosed with Alzheimer's disease and 25% were diagnosed with frontotemporal dementia. Sixty percent had received an approved plan from the National Disability Insurance Scheme, although 3% were rejected. More than 27% waited longer than 6 months to receive their plan, and half waited at least a month post-approval to access services. Less than 30% agreed that the National Disability Insurance Scheme understands dementia, and fewer than half felt that the process of accessing National Disability Insurance Scheme funding is easy and fast enough. Nonetheless, respondents remained overwhelmingly in favour of young-onset dementia services remaining in the disability system rather than in aged care. While people with young-onset dementia and their care partners strongly agree with their inclusion in the National Disability Insurance Scheme, a relatively low level of experience with dementia in the disability workforce and a lack of integration with the healthcare and aged care systems continue to create important barriers for accessing the services they need.

데이터 기반의 디자인 씽킹을 이용한 서비스 개선 전략에 대한 연구: 홈쇼핑의 T 커머스 사례 분석을 중심으로

데이터 기반의 디자인 씽킹을 이용한 서비스 개선 전략에 대한 연구: 홈쇼핑의 T 커머스 사례 분석을 중심으로

Improving peer-to-peer accommodation service based on text analytics

PurposeThis paper aims to identify key service attributes in peer-to-peer (P2P) accommodation from online reviews and formulate service improvement strategies based on the unsatisfactory service encounters mined from the reviews.Design/methodology/approachThe methodology involves topic modelling using latent Dirichlet allocation, sentiment analysis and process analysis based on process chain network (PCN).FindingsThe text analytics results showed that negative P2P accommodation experiences are caused by the lack of hot water for shower, poor sleep quality and unpleasant check-in.Research limitations/implicationsThe PCN analysis shows that the surrogate interactions of the P2P accommodation platform with both the guest and the host impact consumer experiences. This highlights that the key to managing consumer experiences lies in the non-human resources such as information, rather than direct interactions between process entities.Practical implicationsThe information on the P2P accommodation platform should be in a more interactive format such as video and 360 degrees camera. Hosts should ensure a good condition of the physical products such as water heaters and beds before guests' arrival. Professional videography and handyperson services should be provided by the platform to help hosts deliver a preferred consumer experience. Flexible and strict check-in polices should also be introduced to smoothen the check-in process.Originality/valueThis study is built on multi-attribute utility theory. It is also one of the first to study P2P accommodation services from an operations management perspective. It demonstrates how text analytics serves as an additional supplement for service improvement.

A Study on the Service Improvement Strategies by Enterprise through the Analysis of Customer Response Reviews in Smart Home Applications : Based on the Classification of Functional Elements and Design Elements of smart Home Usability Values

A Study on the Service Improvement Strategies by Enterprise through the Analysis of Customer Response Reviews in Smart Home Applications : Based on the Classification of Functional Elements and Design Elements of smart Home Usability Values

Assessing the Effects of Service Variability on Consumer Confidence and Behavior

This research examines the effects of service variability on consumer confidence and behavior across multiple transactions in a service relationship. This article integrates discussions of service relationships and models of service variability. Leveraging a field study, the authors track over 12,000 experiences across 3,084 consumers for a 2-year period and model the impact of variability in these experiences on consumer relationships. The results reveal variability in a service relationship can significantly impact consumer confidence and that the nature of this relationship is nonlinear, revealing that small variations in quality will have strong effects on confidence and that these effects plateau as variability increases. Despite these overall effects, we also demonstrate that the positive benefits of service improvement strategies can offset these effects. Finally, in a second study, the results suggest firms can insulate themselves from the effects of variability by encouraging consumer involvement in relational investments (i.e., loyalty programs) that provide consumers with both interpersonal (i.e., status) and economic resources (i.e., points). Taken together, the results demonstrate that consumers integrate evaluations across transactions when evaluating a service provider, thus focusing on a single transaction, in isolation, may not accurately capture consumers’ perceptions of the service relationship.