Quality Of Service Delivery Research Articles

PRANAMIKA

The efficient execution of government schemes is crucial for the welfare of citizens. Programs such as AADHAR, public health initiatives, welfare schemes, and various social services rely heavily on the integrity and effectiveness of local government officials. However, in many cases, public servants fail to fulfill their duties due to negligence, rudeness, dishonesty, and even indulge in corrupt practices like bribery. These shortcomings undermine the success of important government initiatives, erode public trust, and diminish the overall quality of service delivery. To address these challenges, we have developed Pranamika, a digital platform that allows citizens to rate and review the performance of local government officials. This innovative solution aims to enhance transparency, accountability, and overall governance by making these ratings and reviews publicly accessible. KeyWords: Transparency,Accountability,Governance,Performa nce1

Unraveling the Impact of Collaborative Competency on Collaborative Governance in Public Sector Organizations

Objective: The study investigates the influence of collaborative competency on collaborative governance, with innovative governance serving as a mediator, in the provincial government agencies of Aceh Province, Indonesia. Theoretical Framework: the application of innovative governance to mediate the influence of collaborative competency on collaborative governance in the public sector. Method: The research utilizes the Amos software as a data processing instrument to employ the Structural Equation Modeling (SEM) quantitative model. The investigation was conducted with 242 government officials from 54 Provincial Government Working Agencies (SKPA) in the province, representing top, middle, and operational management. Data of respondents were collected by disseminating closed-ended questionnaires in the form of Google forms via email and the provincial agency's WhatsApp group. Results and Discussions: The findings indicate that collaborative competency has significant direct effects on both innovative and collaborative governance, as well as a direct effect of innovative governance on collaborative governance. Additionally, the relationship between collaborative governance and collaborative competency is mediated by innovative governance. Research Implications: This research suggests that the quality and efficiency of public service delivery can be improved by enhancing collaborative competencies within government agencies, which can result in more effective and innovative governance practices. This emphasizes the necessity of creating policies and training programs that encourage the development of innovative approaches and collaborative skills among government officials. Originality/Value: In contrast to prior literature, which has primarily examined human resource competencies, effective governance, collaborative governance, employee productivity, and organizational performance. Nevertheless, the comprehensive investigation of the role of innovative governance in mediating the relationship between collaborative competencies and collaborative governance, particularly in the provincial government context, has not yet been completed.

Exploring the contribution of integrated healthcare practices to malaria control in Ghana: perspectives of medical herbalists

BackgroundThe integration of herbal and orthodox medicines has gained momentum in global health, ensuring improved management of infectious diseases like malaria. This study explored the experiences of medical herbalists working in Ghana’s diverse ecological zones to understand the contributions of integrated healthcare to malaria control.MethodsA phenomenological design was employed to conduct in-depth interviews with 19 purposively sampled medical herbalists. Framework analytical approach and Donabedian’s conceptual framework for quality of care were utilised in analysing the data.ResultsFindings revealed high awareness of integrated healthcare practices among participants. Medical herbalists perceived integrated care as instrumental in enhancing malaria management through factors such as improved quality assurance, increased accessibility to integrated health facilities, patient-centred care, follow-up practices, and opportunities for continuous professional development. However, structural and process-related challenges were identified, including inadequate healthcare personnel, medicines, and equipment. Additionally, limited promotional activities, non-comprehensive National Health Insurance Scheme (NHIS), and ineffective referral systems were recognised as barriers hindering the effectiveness of the integrated system and its potential contribution to malaria control.ConclusionAlthough national and health system-based challenges have thwarted the importance of integration on malaria control, medical herbalists feel optimistic about the intervention. To optimise the effectiveness of integrated healthcare in controlling malaria in Ghana would require policy modification and implementation. Future research could focus on developing healthcare frameworks, particularly for malaria, that prioritise quality service delivery within an integrated system.

The Relationship between Gem 2.0 and Customer Satisfaction

Purpose: The UAE administration developed the GEM 2.0 model to enhance the well-being of the UAE citizens. In addition, it is essential to make governance future-oriented and future-ready. This model incorporates several beneficial principles for customer gratification and organizational and governance effectiveness. Methodology: This research paper focused on the way followed by the GEM 2.0 model to be restarted to customer gratification by discovering several factors contributing to customer gratification in literature as well as aligning with those factors to GEM 2.0. Findings: The paper found that customer satisfaction depends on service quality, service delivery systemization, reliability, and responsiveness. Service excellence is associated with future preparedness in addition to strategic competitiveness. It further incorporates service delivery systemization, responsiveness, and reliability related to organizing resources and assets and data and knowledge management. Unique Contribution to Theory, Practice and policy: The study highlights the importance of adopting customer-centric governance models, such as the GEM 2.0 model, to enhance citizen well-being and ensure future-oriented governance in the UAE. The study provides valuable insights into aligning governance practices with customer satisfaction by identifying critical factors such as service quality, reliability, responsiveness, and service delivery systemization.

An empirical study on logistic service quality, customer satisfaction, and cross-border repurchase intention.

Domestic e-retailers acknowledge logistics service quality (LSQ) as a critical success factor in business excellence. However, exponential growth in cross-border e-commerce (CBEC) requires a re-evaluation of the relationship between LSQ and consumers repurchase intention. By integrating the technology acceptance model, this study investigates the impact of LSQ on repurchase intention based on the LSQ (experience)-satisfaction-repurchase intention consequence chain. Data were collected from 466 Chinese consumers who had engaged in online shopping with international vendors. Partial least squares structural equation modeling was employed to examine the effectiveness of the research model. The results reveal that delivery service quality, return logistics services, and cross-border online shopping experiences significantly influence customer satisfaction. Nevertheless, the relationships between delivery information service, delivery stability, price fairness, and customer satisfaction are not supported. Price fairness, cross-border online shopping experience, and customer satisfaction positively affect cross-border repurchase intentions. Additionally, customer satisfaction mediates the relationships between LSQ, price fairness, cross-border online shopping experience, and repurchase intention. The novelty of this study lies in its focus on the cross-border dimension, introducing additional factors, such as price fairness and cross-border online shopping experiences, including other variables that affect LSQ and customer satisfaction, in contrast to domestic e-commerce. This study contributes to the literature by providing new insights into the complex dynamics of LSQ in CBEC and highlighting the nuanced role of customer satisfaction as a mediator in different market contexts. It offers empirical findings and valuable insights into the multiple dimensions of LSQ and customer satisfaction, thus contributing to the body of knowledge.

Would Sales Employees’ Customer-Oriented Selling Approaches Stimulate Customer Satisfaction in the Hospitality Industry?

Customer complaints and dissatisfaction have worsened nowadays because of poor quality service delivery by organizations' frontline sales personnel. However, the influence of customer-oriented salespersons’ selling approaches necessary for achieving customer satisfaction in the hospitality industry was investigated. The exact objectives were to determine the influence of consultative selling on customer satisfaction in the hospitality industry, to examine the influence of solution selling on customer satisfaction in the hospitality industry, and to explore the influence of relationship selling on customer satisfaction in the hospitality industry. The study comprises customers of selected fast-food restaurants in Enugu metropolis whose population is non-finite. Using Cochran’s formula, the sample size of 384 was obtained and subsequently, the survey method was adopted and copies of structured questionnaires were distributed to the 384 respondents who returned 300 properly filled copies of the questionnaire. Cronbach's alpha was used in conducting the reliability test and 0.895 was obtained, indicating that there is internal consistency. Furthermore, analysis of data was done using simple linear regression and the findings revealed that consultative selling has a significant and positive influence on customer satisfaction in the hospitality industry. Similarly, it was revealed that solution selling has a significant and positive influence on customer satisfaction in the hospitality industry. Moreover, it was revealed that relationship selling has a significant and positive influence on customer satisfaction in the hospitality industry. Consequently, salesperson's customer-oriented selling traits such as consultative selling, solution selling, and relationship selling have proven to trigger customer satisfaction, thus, managers are encouraged to recruit salespersons with customer-oriented characteristics to enhance revenue generation and profitability via improved customer acquisition, relationship, satisfaction, retention, and loyalty.

Analysing the effects of flexible working conditions in the workplace: An exploratory study

Currently, South African government departments is inundated with common dire predicaments prominently manifested in the form of lack of punctuality, frequent leave requests, lack of engagement and poor management of employee wellbeing, resulting in high absenteeism rates. Flexible working schedules ameliorate the level of contentment and performance, which has been discovered to benefit both the employer and employee. There are limited previous studies done in the South African Public Sector on the subject of adopting flexibility conditions in the workplace. The empirical evidence on the subject is still sparse for the transitional economy like South Africa. Hence, this study sought to investigate the flexible work arrangements in the public organisation. The study adopted an exploratory design and a qualitative approach. A qualitative research approach was chosen for the study because it provided an opportunity to explore the research objectives in greater detail. The sample size and strategy used comprised organising focus group interviews as well as individual interviews, using a sample of 10 participants from different levels of the organisation. The findings of the study revealed that offering flexibility could help and support the emotional health of the employees. The study also found that a call for a flexible work strategy is of interest to most employees as it provides work-life balance. The organisation should consider implementing and making provision for flexible working arrangements which in turn improve job fulfilment, increase work and life, motivate employees, reduce absenteeism and increasing the quality of service delivery at all organisational levels.

Towards a process model of supervision in social work– a bibliometric analysis

Supervision plays a pivotal role in social work, ensuring ethical practices, professional growth, and the delivery of quality services. This study conducts a bibliometric analysis to explore the evolving conceptualizations and applications of supervision in social work. Using the Web of Science Core Collection, a search for studies with "supervision AND social work" in their titles yielded 246 works. Full bibliographic records were downloaded and analyzed using VOSviewer software. A co-occurrence analysis of all keywords, with a minimum occurrence threshold of one, identified 89 keywords relevant to the topic. Excluded terms included regional and cultural-specific terms such as "England," "Ontario," and "Maori concepts," to maintain a focused and universal scope. The analysis revealed several thematic clusters encompassing clinical supervision, external supervision, crisis management, and child welfare supervision, among others. Notable themes include the intersection of supervision with burnout, cultural competence, and outcomes, highlighting its complex nature. The study emphasizes the significance of supervision frameworks tailored to diverse contexts and professional roles within social work. The findings contribute to the development of a process model for supervision, offering insights for researchers, educators, and practitioners to enhance supervisory practices. By identifying critical trends and gaps, this bibliometric analysis provides a foundation for future investigations aimed at refining supervision processes in social work.

Cats-Behavior Model Illustrating the Servqual of Public Service Delivery in Nepalese Context

There are numerous models of quality service delivery that are now in use, highlighted on SERVQUAL dimensions that measures quality of service offered by various social or nonprofit and profit oriented organization. The purpose of this article is to develop a typologically modified model for measuring the quality of services deliver in Nepalese context. Therefore, typological modification methodological approach has been used to conceptualize the SERVQUAL model to CATS-Behavior model. In order to assure appropriate, efficient, and effective service delivery, this study develops a typologically modified model of service quality dimensions that illustrates and ensures quality service delivery. In conclusion, because the document is conceptual in nature, it can be used by practitioners, researchers, academics, and public officials in place of providing and measuring quality of services delivery in Nepalese context.

Personal value, employee impact and service quality delivery: the mediating role of organizational citizenship behavior

Personal value, employee impact and service quality delivery: the mediating role of organizational citizenship behavior

Job satisfaction and organisational commitment amongst employees in the south African department of education: Issues and challenges

It is common in the Umlazi and Pinetown districts of the Department of Education (DoE) that employees resign before their retirement age. Available data showed that 1,310 employees of the DoE in the two districts have resigned in the past five years. This is an indication of a sharp rise in staff turnover, with its impacts on the quality of education and service delivery. This study examined how the working environment of the districts influences job satisfaction. With 249 participants, using a mixed method, the study further examined the correlation between job satisfaction and employee turnover and how intrinsic and extrinsic motivational factors influence job satisfaction at the districts. examines how the working environment of the Department’s districts influences job satisfaction. The study further examines the correlation between job satisfaction and employee turnover at the Department of Education, as well as how intrinsic and extrinsic motivational factors influence job satisfaction. The findings of the study indicate that there is a correlation between job satisfaction and organisational commitment. The findings further indicate that due to lack of job satisfaction, employees are less committed and loyal to their organisation. The study further suggests further research on strategies that can be implemented to improve employee job satisfaction and employee commitment for the benefit of the organisations.

Evidence-Based Design and Liability Risks for Health Care Organizations.

Since the 1980s, science about how built environments influence human health has been used by architects, engineers, and designers to inform decisions about health care organizations' structures and spaces. Because design influences health outcomes, ignoring evidence-based design can be a source of clinical, ethical, legal, and organizational liability. This article introduces concepts related to designs' influence on patient and community health outcomes and suggests strategies for health-legal partnering to promote rigor in health care organizational design practices that promote quality and equity in health service delivery.

Strengthening Morale and Motivation in the Public Service in Turbulent Times

AbstractThe public service in Canada has undergone major changes and experienced significant pressures in the last decade. These changes and pressures create conditions of uncertainty, and alongside workplace policies, arrangements, leadership, and culture, affect the morale of current public servants and future public service motivation. This issue requires immediate attention because the morale of the public service determines the performance and quality of service delivery to citizens, as well as making the public service a good place to work. This research note prescribes a pathway for reform: 1. Define problems of morale and motivation; 2. Create a time‐limited task force with the goal of creating a permanent entity to address motivation and morale; and 3. Collaborate with current and future public servants to provide professional development.

Factors That Influence Cybersecurity Compliance Behaviours by Bank Employees: A Case of Banks Operating In Kenya

Digitization of transactions in Banks has developed exponentially since the advent of the internet technology. This has brought about efficiency and high quality service delivery at all times. However, cyber threats also continue to grow exponentially in spite of various initiatives to counter the threats. There are numerous technology initiatives to address the issue of cyber threats but the problem still persists. There is very limited research on how to leverage on human behaviours to effectively improve Cyber security compliance behaviours in Banks. Investigating Cyber security Compliance behaviours in Banks has therefore become inevitable. The main purpose of this study was to determine the factors that influence cyber security compliance behaviours in banks operating in Kenya. This was accomplished using a model that was based on an integration of three theories: Institutional Theory, the Protection Motivational Theory (PMT) and the General Deterrence Theory (GDT). In order to empirically test the relationships between the independent and dependent variables, data were collected from 75 purposively selected bank employees in Kenya. The Research was carried out using the mixed (both quantitative and qualitative) approach and survey tools used to collect data were verified for reliability and validity before being used. Data analysis was carried out using SPSS Version 25.0, MS Excel 2013, and WarpPLS (SEM) Version 7.0. The findings of our study indicate that the direct paths from the independent variables “Normative pressure” (p = 0.026, β = 0.213), “Self-Efficacy” (p < 0.001, β = 0.440), “Punishment certainty” (p = 0.024, β = 0.217), “Age” (p = 0.013, β = 0.243), “Prior experience with computers” (p = 0.004, β = -0.284) were found to have a positive, direct and significant influence on a bank employee cyber security compliance behaviours. “Top management commitment” was found to partially mediate between self-efficacy and Cyber security compliance behaviours. Bank management may find the results useful for future policy formulation in relation to cyber-security compliance behaviours. Researchers and scholars may also find the results useful in terms of contribution to the body of knowledge and further investigation to fill the gaps identified by the study.

Sustainable sourcing and quality service delivery in the Nigerian beverage industry

The viability of the Nigerian beverage industries hinges significantly on the accessibility and quality of their raw materials. The quantity and quality of these raw materials directly impact the quality of products they can deliver to the market. The main objective of the study examined the complex relationships that exists between sustainable sourcing methods, high-quality service provision, and consumer views in the Nigerian beverage industry. This study examined the sustainable sourcing and quality service delivery in the Beverage Industry. Other specific objectives were to; (i) establish the effect of environmental sustainability on customer assurance, (ii) determine the impact of economic sustainability on customer interaction; and (iii) evaluate the influence of social sustainability on customer reliability in beverage industry. Questionnaires were used to elicit the needed data from sample size of 243 respondents in which random sampling techniques were used. The hypotheses were tested using multiple linear regression. The result of the findings showed that sustainable sourcing has significant impact on quality service delivery in the Nigerian Beverage Industry using 7up bottling company as a case study. Results concluded that sustainable sourcing factors such as environmental sustainability, economic sustainability and social sustainability positively affect quality service delivery of 7up bottling company. The study recommends that 7up Bottling Company should continue investing in eco-friendly practices, prioritize transparent communication with its customers about its sustainable sourcing initiatives, and 7up bottling company should ensure economic stability and responsible pricing.

HUMAN RELATIONS SKILLS AND JOB PERFORMANCE OF NON-ACADEMIC STAFF AT IGNATIUS AJURU UNIVERSITY OF EDUCATION

The study investigated human relations skills and job performance of non-academic staff at Ignatius Ajuru University of Education. Correlational research design was used for the study. Four research questions and four null hypotheses were formulated to guide the study. The population of the study consisted of 390 non-academic staff at Ignatius Ajuru University of Education. Convenience sampling technique was used for the study. A self-designed questionnaire titled: ‘Human Relations Skills and Employees Job Performance Questionnaire (HRSJPQ) was used for data collection. Face and content validation were done by other experts in Measurement and Evaluation. The reliability coefficient of (HRSJPQ) was established using test-retest reliability method which yielded r=0.76. Mean and standard deviation was used to answer the research questions while Pearson Product Moment Correlation (PPMC) was used to test the null hypothesis at 0.05 level of significance. The study revealed that there was positive relationship between anger management, empathy and effectiveness, quality service delivery of non-academic staff at Ignatius Ajuru University of Education. That there was significant relationship between anger management, empathy and effectiveness, quality service delivery of non-academic staff at Ignatius Ajuru University of Education. It was recommended among others that; management of Ignatius Ajuru University of Education should have a mandatory annual conference for non-academic staff to teach them various human relations skills such as empathy and anger management in order to boost their job performance.

Unveiling Productivity Dynamics Among Regional Rural Banks in India

This study employs the non-parametric Malmquist productivity index to evaluate the total factor productivity (TFP) change among the regional rural banks (RRBs) in India from 2016 to 2023. The analysis of productivity change among the RRBs holds intrinsic significance due to its potential impact on overall performance and to the delivery of quality services among the rural population. To evaluate the productivity change under varying combinations of input and output selections, two distinct approaches were used: the intermediation approach and the production approach. The empirical results reveal substantial variation in average TEP estimates across the RRBs under consideration throughout the sample period. Furthermore, the observed productivity changes predominantly emanated from technological change (TC) rather than efficiency improvements. Additionally, we found that the smaller RRBs were performing better than their larger counterparts. These empirical findings bear noteworthy policy implications, offering valuable insights for policymakers and regulators to formulate effective strategies to ensure the competitiveness and sustainability of RRBs in India.

Effect of Improved Provider Communication and Adherence to Guidelines on PrEP Initiation in Kisumu Kenya

Introduction: Adolescent girls and young women (AGYW) in Kenya have low pre-exposure prophylaxis (PrEP) initiation rates in part due to stigmatizing interactions with health care providers. Our recent randomized clinical trial of a standardized patient actor (SP) training intervention for providers found higher quality PrEP delivery at intervention sites, however it was unclear whether improved service quality improved PrEP initiation. Methods: This analysis used routine records from facilities participating in the randomized trial which aimed to improve provider communication and adherence to Kenyan guidelines when offering PrEP to AGYW. We utilized facility-level PrEP registers from May-December 2019 as the baseline period and December 2020-June 2021 as the post-intervention period. We used linear regression with percent initiating as the outcome, intervention and baseline initiation levels as covariates, and the number eligible post-intervention at each facility as frequency weights. Results: Overall, 1,375 AGYW presented to study sites, were eligible for PrEP, and were included in analyses (baseline: n=706, post-intervention: n=669). Among 669 PrEP-eligible AGYW in the post-intervention period (intervention: n=360, control: n=309), 591 (88.3%) initiated PrEP (intervention: n=335, control: n=256). PrEP initiation was 93.1% at intervention sites (range: 0%-100%) and 82.8% at control sites (range: 0%-100%). Adjusted for baseline initiation rates, initiation was 12.1% higher at intervention sites compared to control sites (p<0.001, [95% CI: 0.09, 0.15]). Conclusions: Our study found significant improvement in PrEP initiation among AGYW who presented to intervention facilities. SP training interventions that improve quality of service delivery for AGYW could lead to higher population-level PrEP coverage.

Experiences of people referring to a rural school-based mental health support service for young people: A qualitative study

BackgroundHealthcare provision across rural and remote areas is challenging, requiring adaptability and careful management of scarce resources. In Western New South Wales (NSW), Australia, youth mental health services have been identified as a priority. Rural schools are well-placed to address some of these barriers and facilitate access to mental health services. This study explores the experiences of people referring to an innovative school-based mental health support service in western NSW for young people aged 12-25, and their perceptions of the benefits and challenges of the service. MethodsA qualitative descriptive approach was used to explore the experiences of people who had made referrals to the service. Eight semi-structured interviews were conducted, with data analysed deductively. ResultsThe participants described the rural mental health service's model of care as the overarching feature which facilitated access to mental health care for young people. The model of care was described as easy to access, flexible, and offering quality service delivery. Suggestions for improvement included making the service more inclusive for young people after they leave school and finding ways to address staffing challenges to ensure consistency of service delivery. ConclusionsLocating services in schools makes mental health support accessible and convenient for users. Participants reported high satisfaction with referring to the service, and positive school-related outcomes for young people. This small study supports the expansion of school-based mental health services which could be rigorously evaluated.

Unveiling Efficiency: A Research Inquiry into Technical Staff Utilization in South Indian Clinical Laboratory using Workload Indicators Staffing Need (WSN) Analysis.

Background Effective clinical laboratories are the need of the hour, they play a significant role in healthcare, providing tests for diagnosis, treatment monitoring. Having skilled and adequate staffing is crucial for clinical laboratories to operate efficiently, manage their workload effectively, and deliver test results in a timely manner. Despite being critical for healthcare delivery, ensuring adequate staffing levels in clinical laboratories remains a complex challenge for healthcare providers worldwide due to resource constraints and workforce shortages. Methods This study evaluates the effectiveness of clinical laboratory staff utilization by considering workload, work pressure, and staffing requirements. We utilized the Workload Indicators of Staffing Need (WISN) method to assess the staffing in the clinical laboratory of a tertiary care hospital. Annual hospital statistics were collected for two years from June 2021 to May 2023 to calculate the average number of days (234) worked annually, percentage of workload, distribution of activity time measurement units, and the ratio of needed, surplus, and existing staff. The findings aim to provide valuable insights for optimizing staffing levels and ensuring an efficient laboratory environment. Result The analysis found a significant workforce gap in the laboratory between the current staff numbers and the calculated staffing needs. The WISN ratios ranged from 0.2 to 0.7, indicating the existing 33 staff members face a high workload burden. The calculated ideal staffing level was 46.33 personnel. These results demonstrate staff shortage and excess workload pressure on the current laboratory employees. Conclusion The results highlight the importance of optimizing staffing levels in clinical laboratories to ensure quality service delivery. The WISN methodology can be a useful tool in healthcare facilities for making evidence -based decisions for staff allocation, maximizing the utilization of employee skill sets, and establishing standard staffing benchmarks tailored to the needs of clinical laboratories.