Quality Of Service Research Articles

Client Satisfaction and Quality of Rendered Services of Landbank San Pablo Rizal Avenue Branch: A Basis for Strategic Plan

The study was about client satisfaction and service quality using the SERVQUAL Model at Landbank San Pablo Rizal Avenue Branch, which served as the basis for the strategic plan. The study uses a descriptive correlation design complemented by a quantitative approach and a multi-staged stratified sampling technique to analyze 200 bank clients. Moreover, the research used a modified adapted survey instrument for data gathering. The frequency count and percentage were utilized to ascertain the client's demographic profile. Mean and standard deviation were employed to assess client satisfaction and service quality. ANOVA was used to identify significant differences in satisfaction and the quality of rendered service. Post Hoc Tukey's test was used to determine the significance of group mean pairings. The relationship between client satisfaction and the quality of rendered services was analyzed using the Pearson product-moment correlation coefficient. The study reveals that Landbank's client base is predominantly young and middle-aged, with 0–5 years of experience. The satisfaction level is slightly lower than expected, with tangibility being the top factor. The quality of services is satisfactory, with investment services receiving the highest score. However, satisfaction levels vary based on transaction types, with e-banking clients showing higher satisfaction. A weak negative correlation exists between satisfaction and perceived service quality, suggesting clients still perceive Landbank's service quality as satisfactory. The strategic plan includes tailored services for investment clients, improved e-banking features, consistent employee training, and targeted communication strategies.

Optimization of the cooperative electronic commerce model for sustainable development in the context of ecological environment conservation

AbstractThis study aims to explore how to optimize the cooperative electronic commerce model in a sustainable ecological environment to meet the needs of consumers while maximizing social and economic benefits. The empirical research method is adopted, which mainly includes a literature review, case analysis, and questionnaire. Firstly, through a literature review, this study introduces and analyses the concept of sustainable ecological environment and the development and optimization direction of cooperative electronic commerce model in detail, providing a theoretical basis and thought guidance for subsequent research. Secondly, this study selects several representative cooperative electronic commerce platforms for case analysis. It explores their operation mode, product characteristics, service quality, and social benefits to summarize the experience and lessons of optimizing cooperative electronic commerce model. Finally, a questionnaire is designed to sample the consumers of cooperative electronic commerce. By analysing the results of questionnaire, the following conclusions are drawn. (1) 54.3% of respondents said they had used the cooperative electronic commerce model, with agricultural products purchasing (23.5%) and community service (18.9%) using it more frequently. (2) The cognition level of sustainable development was high overall, with 62.6% believing that it was essential for the future. (3) A multiple linear regression model explored the relationship between using the cooperative electronic commerce model and sustainable development cognition. The results reveal that adopting cooperative electronic commerce model has a significant positive impact on the cognition of sustainable development, which indicates that the promotion and use of this model can promote cognition and practice of sustainable development.

Regulation mechanisms of smart tourism development in Kazakhstan

The process of digitalization within the realm of tourism is not merely a trend but rather a significant catalyst that is rapidly propelling the comprehensive transformation of the tourism industry into a new era of technological advancement. This intricate process fundamentally involves the seamless integration and application of cutting-edge digital technologies across various tourism-related activities and services. The advent of innovative solutions that harness the immense capabilities of artificial intelligence, the analytical power of big data, the security features of blockchain, and the interconnectedness provided by the Internet of Things primarily serves to enhance the overall quality of services offered, optimize pricing strategies to align with market demands, and improve risk management protocols within the industry. This paper methods uses 100 Scopus indexed papers about Smart Tourism Development in Kazakhstan. It is imperative to underscore the fact that the ongoing digitalization process, while offering numerous advantages, simultaneously imposes rigorous new requirements concerning the qualifications and competencies of staff members, as well as the paramount importance of data security measures and the protection of consumer rights in the digital environment. The effective management of this digital transformation necessitates a holistic and integrated approach that encompasses not only the development of robust infrastructure but also the enhancement of digital literacy among employees and the establishment of a dynamic and innovative ecosystem that encourages creativity and adaptability.

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.

Examining the Effects of Health Work Shortages and Deployment in Integrated Programme in Bihar, India: AnInstitutional Ethnography.

The integration of health programms in low-resource settings is a common approach aimed at providing quality and cost-effective healthcare services. However, programme integration can unintentionally impact service provision and disrupt the overall organisation of service delivery. In this paper, I examine the integrated programme for non-communicable diseases (NCDs) and explore the challenges related to the deployment of health workers. Specifically, I investigate the institutional processes that shape the work of health workers and the working conditions in district hospitals. To explore the social organisation of the implementation of the integrated NCD programme, I employed institutional ethnography as a research method. Data collection involved interviews, participant observation, and document reviews. Data analysis was conducted using social mapping, analytical writing, and textual analysis methods. The findings of the study suggest that due to staff shortages and a lack of doctors, health workers are continuously subjected to deployment and often required to undertake multiple tasks and responsibilities without any incentives or non-monetary benefits. Administrators perceive health workers in integrated programs as additional human resources available for use in district hospitals. However, the removal of health workers from integrated programs can have negative implications for service delivery and patients' health outcomes. Finding of the study suggests that it is recommended that administrators improve the staff recruitment process and promptly address the grievances of health workers to enhance healthcare delivery.

Empirical Reality versus Theoretical Framework: Street-Level Bureaucrats' Behavior in Driver's License Services at Pinrang Police Resort, Indonesia

This study investigates the behavioral dynamics of street-level bureaucrats (SLBs) in the driver's license (SIM) service at the Pinrang Resort Police (Polres Pinrang) in Indonesia, juxtaposing empirical findings with Michael Lipsky's seminal theory of street-level bureaucracy. Employing a qualitative phenomenological methodology, the research seeks to elucidate the influence of working conditions on SLBs' behavioral patterns and the consequent impact on public service quality. Data were collected through semi-structured interviews with SLBs and service recipients, non-participant observations, and document analysis, then subjected to iterative thematic analysis using interactive model. The findings reveal notable divergences from Lipsky's theoretical propositions. SLBs at Polres Pinrang encounter reduced ambiguity in policy objectives and performance evaluation, attributable to effective communication channels, comprehensive standard operating procedures, and a robust performance appraisal system. Despite resource limitations and escalating service demands, SLBs exhibit adaptability in delivering responsive services through access rationing strategies, task routinization, and collaborative partnerships with interdepartmental units and community stakeholders. Contrary to the nonvoluntary client interactions posited by Lipsky, SLB-SIM applicant engagements are characterized by enhanced humanization and responsiveness. Nevertheless, Lipsky's theoretical insights maintain relevance in the broader landscape of public service provision. The study underscores the criticality of striking a balance between procedural adherence and client-centric responsiveness to optimize service quality.

The crucial role of 5G, 6G, and fiber in robotic telesurgery.

This paper explores the role of 5G-and future 6G networks-in advancing robotic telesurgery by minimizing latency and enhancing data reliability for real-time remote operations. With robotic telesurgery gaining prominence as a tool to democratize access to specialized surgical care, telecommunications infrastructure has become central to its feasibility and safety. Key elements include 5G's capacity for ultra-low latency and high data transfer rates, which support critical modalities such as kinesthetic, audiovisual, and tactile feedback in telesurgery. The paper outlines the differing latency demands of these modalities, noting that kinesthetic data are particularly sensitive, requiring ultra-low latency for effective surgeon feedback. In addition, the paper discusses the importance of network reliability and Quality-of-Service (QoS) agreements, alongside the potential for 6G networks to further reduce latency and integrate AI-driven predictive analytics. These advancements are positioned to not only broaden telesurgery's reach but also to enhance the precision and safety of procedures, setting the stage for a new paradigm in remote surgical care.

An Instrumental Case Study of Blended Preservice Early Childhood Preparation

Blended and other collaborative models of early childhood personnel preparation center on the belief that they can improve the quality and availability of inclusive services for children with diverse abilities and their families. Little is known, however, as to their relative efficacy to impact the inclusive practice of graduates. Further, current understanding of this approach is complicated by a lack of common terminology, conceptions, and a dated, primarily descriptive literature base. To provide a contemporary empirical contribution, we applied a conceptual framework derived from activity systems theory coupled with a research framework for collaborative models to examine one preparation program as a system through qualitative case study. Findings outline parameters of practice specific to collaborative program dimensions, elements of harmony and tension within the system, and cultural tools specific to the program’s attempts to meet its desired outcome. Implications for current and future collaborative early childhood personnel preparation are discussed.

A Narrative Review on the Conceptual and Methodological Advancements in Digital Disruption: A Way to Improved Quality of Services in Health Care

Background: The adoption and successful implementation of digital health solutions heavily depend on digital health literacy, which is particularly critical in the current COVID-19 era. Low levels of digital health literacy are associated with poor preventative practices, the spread of inaccurate information, vaccine hesitancy, and reduced subjective well-being. Thus, the aim of this review was to highlight areas of current scholarly interest and identify any gaps in the literature regarding conceptual and methodological advancements in digital disruption. Methods: The authors conducted a literature search using the databases Scopus, Embase, Web of Science, PubMed, and Google Scholar, focusing on papers released between 2003 and October 2023. The following keywords were used to conduct a thorough literature search: ((digital health OR digital disruption OR digital dental health)) AND (medical health OR telemedicine)), ((online doctor OR online consultation OR online health app)) AND (COVID-19 OR pandemic)). A total of 1,244 studies were screened, including duplicates and non- English research. After applying inclusion and exclusion criteria, 72 articles were selected for the review. Results: A total of 72 articles were included in this review. The studies discussed the potential reasons for disrupted access to healthcare, which is linked to avoidable hospital admissions. Delayed care due to disruptions can lead to disease progression, the exacerbation of existing conditions, and chronic ambulatory care-sensitive conditions. Digital health innovations were presented as solutions to enhance care, reduce clinical workload, and promote independent living. Conclusions: In conclusion, this narrative review provides a comprehensive overview of the conceptual and methodological advancements in digital technology related to healthcare. It demonstrates the potential of digital technology to revolutionize both medical and dental education.

Assessment of Safety Probability of Fastening Operations in Loading-unloading Work Process

One of the important strategic objectives in the target programs for economic and social development adopted by the Government of Georgia is to improve the coordination of all types of transport – sea, rail, road, air, and pipeline. The methods of organizing and managing the transport system at different levels greatly impact solving the problems faced by water transport. Therefore, research in the field of improving the organization and management of the transport hub (port), as an integral part of this system, plays an important role in increasing the traffic volume and service quality of all types of transport on the transport corridors of Georgia. Foreign and domestic experience shows that a large percentage of waiting times for cargo operations by ships and berths is mainly due to the lack of coordinated actions between the adjacent modes of transport and ports and the imperfection of the organization and management of loading and unloading processes in ports. In this regard, it is necessary to focus on identifying and eliminating "vegetables". First of all, this link of the transport system connects water and land transport routes. Transport communications have long been called the arteries of life. Without them, the economy's rise and the country's prosperity, even if it has huge natural resources, is impossible. Whoever controls the transportation system holds the levers of economic management, which means that he can decide the fate of the entire state. The development of transport communications of the global transport system puts new demands on the quality of functioning of the existing intermodal corridor through Georgia. In particular, the transport corridor created by the EU countries under the name ITC TRACECA creates new challenges for the existing transport system of Georgia to maintain the transit cargo flows between Europe and Asia in competition with the seaports of Georgia, Azerbaijan, and partly Ukraine and Russia. In this regard, all the main directions of improving the organization and management of the technological processes of seaports become relevant: (i) increasing the capacity of berths and transport complexes in the Black Sea ports of Georgia to the maximum limit by reducing costs; (ii) creating new methods for identifying capacity reserves, which will ensure the competitiveness of Georgian seaports in competition with these ports; (iii) speeding up the process of transit cargo transportation through seaports, as well as reducing the processing time of cargo going to export and import in Georgian ports. Keywords: Transport hub, organization of technological processes, ship unloading work.

The Development of the Service System of Premium Heart Health Clinic at Queen Sirikit Heart Center of the Northeast, Thailand

Background: Developing a quality service system is a challenge in the health system amidst resource constraints and increasing service recipient expectations. This action research developed the service system of Premium Heart Health Clinic at Queen Sirikit Heart Center of the Northeast, Thailand, and evaluated the outcomes of the service delivery duration and the satisfaction with services. Method: The action research framework was employed. The study process comprised the following four steps: 1) analyzing the situation, 2) designing and developing the service system, 3) trying out the service system and 4) evaluating the service system. The research tools were the service duration record form and the service recipient satisfaction assessment form. Data were analyzed by descriptive statistics, including frequency, percentage, mean, and standard deviation, and independent t-test and content analysis. The findings revealed that the developed service system of Premium Heart Health Clinic at Queen Sirikit Heart Center of the Northeast, Thailand was the TPCG model, comprising 4 elements: Teamwork (T), Preparation of service provider competencies (P), Creating a marketing plan (C) and Growth mindset (G). It was also found that the mean service duration at Premium Heart Health Clinic after the development of the service system was significantly lower than that of before the development (p< 0.01) (before: 138.09; after: 222.42). The mean satisfaction was also significantly higher than before the development (p< 0.01) (before: 3.74; after: 3.52).

The influence of tax service quality and tax socialization on individual taxpayer compliance in the regional tax office of the Riau Islands

This research investigates how taxpayer compliance at the Riau Islands Regional Tax Office is affected by two factors: the quality of tax services and tax socialization efforts. The researchers surveyed 116 individual taxpayers and analyzed their responses using regression analysis. The findings revealed that both factors positively influenced compliance levels. Specifically, each unit improvement in tax service quality led to a 0.227 unit increase in compliance, while each unit increase in tax socialization resulted in a 0.479 unit rise in compliance. Together, these two factors account for 34.9% of the variations in taxpayer compliance behavior. Based on these results, the study recommends enhancing both service quality and socialization activities to boost tax compliance in the region.

Modeling Group Exercise Members Continuation

This research presents a conceptual model that investigates group exercise program continuation, influenced by membership price, service quality, and group cohesion. A random sample of members from recreation fitness centers completed a group exercise questionnaire (three locations, n= 200). The study measured members’ perceptions of class social cohesion, group exercise service quality, price satisfaction, and continuation. Results show that Price Satisfaction, Group Exercise Service Quality (GXSQ) and Group Integration Task (GI-T) have a direct significant relationship with Intent to Repurchase. GXSQ and Price mediate the relationship of GI-T and Continuation. Price mediating the relationship of GXSQ and intent to repurchase. GI-S does not contribute to the model. The results emphasize the importance of the quality of the program (instructor and operations) and the price point when deciding to repurchase classes. The collective task and how participants perceived satisfaction are influenced by these factors, and a positive experience leads to program continuation.

The evolution of creativity: how generative AI is reshaping the hospitality landscape

ABSTRACT This study examines the application of generative AI (GEN-AI) in the hotel industry, using the TOE model to analyze how technological, organizational, and environmental factors influence GEN-AI adoption. Findings reveal that GEN-AI enhances room design, service quality, and marketing innovation, while increasing organizational flexibility and adapting employee roles.

Unmet Needs of Children and Young Adults With ADHD: Insights From Key Stakeholders on Priorities for Stigma Reduction.

Individuals with ADHD continue to face stigma, which can negatively impact their access to, adherence to, and quality of mental health services, as well as their overall wellbeing. Perspectives of various stakeholders regarding priorities for stigma reduction remain underexplored. This study explores young adult, parent, teacher, and mental health care professional perspectives on unmet needs of children and young adults with ADHD in the Netherlands, in the context of stigma reduction. A total of 24 respondents participated in seven small focus group discussions (FGDs). The FGDs facilitated in-depth discussions exploring stakeholder group perspectives on unmet needs of children and young adults with ADHD in educational, professional, and social settings. Data was analyzed using thematic content analysis. Three thematic categories of unmet needs were identified: (1) a lack of awareness, knowledge, and understanding of ADHD; (2) insufficient personalized approaches in education and health care; and (3) limited accessibility of information and support services. Within theme 1, respondents primarily highlighted the importance of improving education for primary school teachers and mental health care professionals. Theme 2 underscored the need for increased capacity for personalization and attention to the sociopsychological factors of ADHD, alongside recognizing strengths. Theme 3 emphasized the need for easy access to reliable information and mental health care, including peer networks, as well as proper follow-up and continuity of care. Findings highlight the need for improving our understanding of ADHD as a complex biopsychosocial condition, which requires specific adjustments in education and mental health care. Interventions to improve support and disrupt stigmatization should meet diverse needs, incorporate multi-level strategies, and involve key stakeholders.

Assessment of the quality of malaria surveillance and laboratory services for diagnosis in three districts of Gujarat state, India

ObjectivesSurveillance is the backbone for the control of malaria and its elimination. In the state of Gujarat, situated in the western region of India, some of the districts reported a high annual blood examination rate (ABER) for malaria. Therefore, a study was conducted to identify the underlying reasons for the increase in the ABER for malaria.MethodsPlanned investigations were carried out in three of the state districts, scrutinizing records of malaria forms and other epidemiological data collected during health worker surveillance, assessment of laboratory services, and rapid fever surveys.ResultsThe rate of fever ranged from 8 to 57% in the primary health centers that were surveyed. Analysis of epidemiological data revealed that malaria parasite positivity was more from passive than active surveillance. Increased ABER was accounted for by multiple factors, including blood slides collected during the mass survey and contact smears, which were included in the ABER and not mentioned separately. Blood slides prepared for the migrant population were included in the ABER, but the migrant population was not counted while calculating the ABER.ConclusionThe ABER in villages surveyed varied from 1.6 to 78%, which is mainly due to indiscriminate preparation of blood slides, i.e., without fever symptoms. Addressing the key gaps identified in data recording may aid in channeling the limited resources efficiently, thereby progressing toward malaria elimination. Adequate surveillance activities, along with systematic data recording, will enable timely, informed decision-making for the effective allocation of resources, ultimately supporting malaria elimination efforts in the state.

THE STRATEGIES FOR ENHANCING TRANSPORTATION MANAGEMENT AT THE BORDER PORTS BETWEEN MONGOLIA AND CHINA

Effective management of border port road transport is crucial for enhancing trade and economic potential at border ports and free zones. This involves long-term, medium-term, and short-term planning, as well as the implementation of integrated development policies to ensure sustainable and accessible improvements. By connecting border ports with railways and paved roads, enhancing transport and logistics competitiveness, optimizing cargo flow, and laying the groundwork for future transit capabilities, economic relations and cooperation between Mongolia and China can flourish, fostering the sustainable development of both nations. To boost trade turnover and establish free economic zones and road ports, it is imperative to enhance the management of border port road transport in alignment with Mongolia's regional development strategy. Currently, the concentration of the economy on only four ports leads to goods shortages, price hikes, and hindered business operations. Therefore, enhancing the type, quality, and availability of road transport services at border ports is essential to increase the throughput capacity of these crucial transportation hubs.

First Steps Toward a Participatory Research Program: Early Intervention Perspectives on SLP Services for Children of Diverse Backgrounds.

This research was designed to deepen the understanding of contributing factors to disparities in speech-language pathology (SLP) service delivery to children of diverse backgrounds with language and communication delays, as well as to initiate community connections. We sought to understand the perspectives and experiences of those who provide or oversee SLP services to children with communication disorders in early intervention settings in Washington State. Individual semistructured interviews were completed with six SLPs and three administrators across five organizations. The interviews were designed to understand both individual- and systems-level contributing factors to service delivery challenges. Interviews were analyzed using an iterative coding process with multiple rounds of coding and multiple coders. In addition to synthesizing participants' understandings of, and preparation for, culturally responsive practice, three overarching themes are presented: (1) assets of early intervention as a service delivery model, (2) the distance between families and the practitioners and systems that serve them, and (3) compromised access and quality of services due to a predominantly monolingual-English system. Findings inform the next steps for building community partnerships with early intervention organizations. The long-term goal of this work is to collaboratively develop a participatory research program on equitable service delivery that addresses children's, families', and SLPs' needs.

Enhancement of Patient Engagement and Healthcare Delivery Through the Utilization of Artificial Intelligence (AI) Technologies

Background: Patient engagement refers to the actively involvement of individuals in their own treatment, decision-making, and partnering with healthcare providers. Due to the progress of Artificial Intelligence (AI), there is a groundbreaking shift happening in healthcare that is bringing numerous benefits to patients and health systems. AI technologies are not only used as instruments in healthcare but also evolving into collaborators for diagnosing and treating patients, as well as enhancing the quality of services, offering a personalized, timely, and interactive healthcare experience. This article delves into how AI is changing patient engagement by increasing effectiveness and catering to individual patient requirements. Methods: The research made use of previously published materials on artificial intelligence, data, and robotic technologies in healthcare settings to explore ways in which patients can be effectively involved in the advancement of these technologies in healthcare settings. Results: AI-powered decision support systems improve healthcare operations by giving instant access to data analysis and medical advice, ultimately aiding in making decisions based on real-time evidence. AI enables proactive healthcare interventions by detecting potential health issues in real time, allowing for remote patient monitoring. Motivating patients to actively participate can result in improved adherence to the treatment plan. Overall, patient engagement appears to be the most well-developed and progressive concept for enabling patients to participate actively in their healthcare. Conclusions: AI technologies are more than just tools in healthcare; they are evolving into collaborators in patient involvement, providing a personalized, proactive and engaging healthcare journey. Further evidence is required to comprehend how patients engage in the process and if this leads to better quality of care. In the dynamic health sector, change management is essential for continuously updating and adjusting healthcare facilities to address the evolving needs of patients. Health systems that do not adjust to changes in a timely manner are unsuccessful.

The digitalization of emergency department triage: the perspectives of health professionals and patients.

Digitalization in the healthcare sector offers several organizational advantages, ranging from enhanced service quality to cost savings. However, its adoption often progresses slowly and faces challenges, especially in critical settings like emergency departments, requiring prompt, clear, and efficient communication. As such, this study aims to comprehensively assess the factors influencing the preference for digitalized tools over traditional methods from the perspectives of both service providers and users. We employ two ad hoc stated preference surveys in which we ask respondents to reveal their preference in simulated triage scenarios. Three main alternatives are proposed: traditional procedures, a fully digitalized solution with no direct patient-professional interaction, and a hybrid option that combines traditional and digital aspects. Scenarios and alternatives vary according to predetermined attributes, selected among the features acknowledged to impact the triage efficiency and efficacy: the possibility to communicate in a known language, the completeness of information retrieved from the patient, the time dedicated to triage activity, and the level of privacy. Responses are analyzed by means of discrete choice models. Our findings reveal a preference for the hybrid approach, wherein patients use digital tools to input relevant information, followed by an interview with healthcare professionals. Nevertheless, distinct alternative- and case-specific features can favor the preference toward other kinds of triage. Respondents prefer shorter triage times and the opportunity to interact in a known language, while the level of privacy does not significantly impact their choices. Interestingly, the presence of an algorithm assigning urgency code diminishes the probability that healthcare professionals select the fully digitalized option. This study provides important insight into the utilization of digital tools in emergency departments. The results can be used by hospital managers and policy makers to develop digital tools that meet the needs of both users and healthcare professionals. This, in turn, may result in cost savings and improved quality of service.