Total Quality Service Research Articles

Total quality management, service quality, and teaching effectiveness in Chinese universities: Basis for continuous improvement plan

Total quality management, service quality, and teaching effectiveness in Chinese universities: Basis for continuous improvement plan

Service quality: perspective of people with type 2 diabetes mellitus and hypertension in rural and urban public primary healthcare centers in Iran

ObjectiveThis study aimed to assess the service quality (SQ) for Type 2 diabetes mellitus (T2DM) and hypertension in primary healthcare settings from the perspective of service users in Iran.MethodsThe Cross-sectional study was conducted from January to March 2020 in urban and rural public health centers in the East Azerbaijan province of Iran. A total of 561 individuals aged 18 or above with either or both conditions of T2DM and hypertension were eligible to participate in the study. The study employed a two-step stratified sampling method in East Azerbaijan province, Iran. A validated questionnaire assessed SQ. Data were analyzed using One-way ANOVA and multiple linear regression statistical models in STATA-17.ResultsAmong the 561 individuals who participated in the study 176 (31.3%) were individuals with hypertension, 165 (29.4%) with T2DM, and 220 (39.2%) with both hypertension and T2DM mutually. The participants’ anthropometric indicators and biochemical characteristics showed that the mean Fasting Blood Glucose (FBG) in individuals with T2DM was 174.4 (Standard deviation (SD) = 73.57) in patients with T2DM without hypertension and 159.4 (SD = 65.46) in patients with both T2DM and hypertension. The total SQ scores were 82.37 (SD = 12.19), 82.48 (SD = 12.45), and 81.69 (SD = 11.75) for hypertension, T2DM, and both conditions, respectively. Among people with hypertension and without diabetes, those who had specific service providers had higher SQ scores (b = 7.03; p = 0.001) compared to their peers who did not have specific service providers. Those who resided in rural areas had lower SQ scores (b = -6.07; p = 0.020) compared to their counterparts in urban areas. In the group of patients with T2DM and without hypertension, those who were living in non-metropolitan cities reported greater SQ scores compared to patients in metropolitan areas (b = 5.09; p = 0.038). Additionally, a one-point increase in self-management total score was related with a 0.13-point decrease in SQ score (P = 0.018). In the group of people with both hypertension and T2DM, those who had specific service providers had higher SQ scores (b = 8.32; p < 0.001) compared to the group without specific service providers.ConclusionStudy reveals gaps in T2DM and hypertension care quality despite routine check-ups. Higher SQ correlates with better self-care. Improving service quality in primary healthcare settings necessitates a comprehensive approach that prioritizes patient empowerment, continuity of care, and equitable access to services, particularly for vulnerable populations in rural areas.

Service Quality Dynamics: A Study on Indian Hotel Industry

The significance of assessing service quality for business performance has been acknowledged in various service marketing studies due to its direct influence on customer satisfaction and its indirect implications for customer loyalty. Despite the recognition of service quality and its measurement, very few studies have empirically examined the precursors and consequences of service quality after Covid-19 pandemic which has had a colossal structural impact on the world and from Indian context. In this study we gauge the antecedents and consequences of service quality pre and post the Covid-19 pandemic. The present study endeavors to ascertain whether all the dimensions of SERVQUAL carry equal weight in terms of their impact on overall service quality before and after the pandemic. Additionally, the study intends to evaluate whether the ranking of the SERVQUAL dimensions remains consistent before and after the pandemic. The study further empirically determines whether there exists a disparity in the total service quality score between the pre-Covid and post-Covid periods. The empirical findings suggest that all service quality dimensions are not of equal importance and exhibit a significant difference in their impact on the total service quality score during the post-Covid period. Consequently, in the study we conclude that ranking of five dimensions remains consistent in terms of their effect on the total service quality score during pre- and post-Covid periods.

THE RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT, PATIENT SATISFACTION, SERVICE QUALITY, AND TRUST IN THE HEALTHCARE SECTOR: THE CASE OF ETHIOPIAN PUBLIC HOSPITALS

The aim of this research is to investigate the direct effects of total quality management (TQM) on perceived service quality (SQ) and patient satisfaction (PSAT), the impact of SQ on PSAT and patient trust (TR), and the influence of PSAT on TR among in-patients in selected Public Hospitals in Northern Ethiopia. Employing a quantitative approach, a questionnaire was administered via convenience sampling. The study included a sample of 293 in-patients receiving treatment in selected public hospitals in Ethiopia, with data analysis conducted using Amoss26 and SPSS26. The findings revealed that total quality management positively influenced patient satisfaction and perceived service quality, while SQ also had a positive effect on PSAT and TR. Moreover, PSAT exhibited a positive impact on TR among in-patients in selected public hospitals in Northern Ethiopia. This research significantly contributes to the existing literature and warrants further investigation, as there is a dearth of studies on total quality management in the healthcare sector compared to manufacturing industries. Additionally, this study provides valuable insights for healthcare sector managers in strategic planning and decision- making processes.

An analysis of service quality and complaint handling in the Jordanian healthcare sector: Implications for TQM and customer retention

This study aims to investigate the interconnections among total quality management, service quality, customer retention, and moderating influence of customer complaint handling within the healthcare industry of Jordan. The paper used a quantitative approach, by using PLS-SEM as an approach selected for data analysis. 417 valid replies were gathered. The results found a positive association between total quality management and service quality (p-value &amp;amp;lt; 0.05), underscoring the significance of total quality management principles in improving the provision of healthcare services. The study demonstrates a significant correlation between service quality and customer retention, thereby validating the importance of delivering exceptional healthcare experiences in boosting customer retention. Moreover, it is imperative to acknowledge that the degree of service quality plays a crucial function in facilitating the connection between total quality management and customer retention (p-value &amp;amp;lt; 0.05). Furthermore, it has been demonstrated that customer complaints handling serves as a mechanism for reducing the negative effects of service quality on customer retention. The results offer useful insights for healthcare managers in Jordan, underscoring the significance of integrating total quality management practice, improving service quality, and developing efficient procedures for handling complaints. These approaches are imperative in fortifying customer interactions and augmenting customer retention rates.

Building Santri Loyalty Through Total Quality Service in Pesantren

The measurement of a good educational service is currently measured by the satisfaction and loyalty of its students. Therefore, Total Quality Service (TQS) is an appropriate quality management concept that can be applied in educational institutions, especially Islamic boarding school educational institutions, so as to build student loyalty. The writing of this scientific paper has a significant goal in building student loyalty so that they continue to be regular customers in using the services of educational institutions from year to year through Total Quality Service at Nurul Qadim Islamic boarding school. Thus, this research focuses on TQS in the context of improving human resources (HR) educators. The approach taken in this research is a qualitative approach with the type of case study. In collecting data, researchers use observation and interview techniques. The results of this study show that building student loyalty through the application of TQS in the context of improving the human resources of educators is carried out using 5 TQS focus areas, namely; customer focus, total engagement, measurement, systematic support, and continuous improvement using the PDCA cycle model, also includes new programs as a form of support from the institution in building students' love for the books of Salaf. And the findings in the field show that student satisfaction is created when they feel happy and comfortable with the services they get, so that students become more loyal in using the services of educational institutions in Islamic boarding schools continuously.

The Influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement in the Blud Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency

The Influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. This study aims to examine the influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement as intervening variables in the Family of Patients Installed in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. The population in this study was 118 people, data was taken from questionnaires distributed to respondents. Data were analyzed using SmartPLS Version 3. The results of the study explained that the Total Service Quality Strategy (TQS) had a positive and significant effect on patient satisfaction, Pharmacy Service Quality had a positive and significant effect on patient satisfaction, the Total Service Quality Strategy (TQS) had a positive and significant effect on patient family involvement, Pharmacy Service Quality has a positive and significant influence on patient family involvement, Patient satisfaction has a positive and significant influence on patient family involvement, patient satisfaction mediates the influence of Total Service Quality Strategy (TQS) on patient family involvement, Patient satisfaction mediates the influence of service quality pharmacy towards the involvement of patient families in the BLUD pharmacy installation at Tamiang Layang Regional General Hospital, East Barito Regency.

Cruising to Success: Unveiling the Financial Harmony of Container Shipping Firms through Total Quality Management and Service Excellence

Background: This paper revolves around a meticulous exploration aimed at discerning the impact of total quality management (TQM) and service quality (SQ) practices upon the financial performance (FP) of firms within the container shipping industry. Our pursuit extends further, delving into the intricacies of SQ as a potential mediating factor in the TQM–FP relationship. This distinctive study investigated six TQM practices in conjunction with five SQ factors, analyzing their impact on firm FP. Methods: This study used a quantitative research approach. Data were collected through a structured questionnaire from logistics specialists and experts in the shipping field. Results: The findings were interesting and showed that two TQM practices—managerial leadership and employee involvement—have a significant positive effect on SQ levels, and one SQ dimension, namely responsiveness, has the biggest and most significant effect on the FP of container shipping companies. Furthermore, SQ mediates the relationship between TQM and FP. Conclusions: This study provides a theoretical contribution by developing a conceptual model that elucidates the correlation between TQM practices and the degree of SQ on the FP of container shipping firms. Moreover, this study provides managers with a tool for identifying, prioritizing, and improving key TQM and SQ practices that contribute significantly to financial success.

The Influence Of Total Quality Management And Service Innovation On The Quality Of Skkh-Skphh Service Department Of Food Security And Livestock, Kediri Regency

This research aimed to know the influence of total quality management and service innovation on service quality at Dinas Ketahanan Pangan and Peternakan Kabupaten Kediri. This research is quantitative. The method used in this research were interviews, questionnaires, and library studies. The populations in this research were 36 respondents and the samples used in this research were also 36 respondents. The sampling technique used was census sampling. The sample in this research consisted of two types of respondents, namely 36 employees and 36 customers. The data analysis method used was multiple linear regression. This technique is used to determine the influence of total quality management (TQM) and discipline to service quality. The result showed that total quality management (TQM) and service innovation have a significant influence either simultaneously or partially on the quality of service at Dinas Ketahanan Pangan and Peternakan Kabupaten Kediri. So the hypothesis could be acceptable. The variable most dominant influence is the service innovation.

Online Food Delivery System Success Model: The Role of Brand Image in Customer Response

Among all industry sectors, the food industry’s e-business volume grew at the fastest rate in 2020 (434%). The market for online food delivery is expected to increase at a rate of 6.36% per year between 2021 and 2024. For this reason, ordering food online via websites or applications has grown in importance within the distribution chain of restaurants. This study’s primary goals are to find out the relationship between system experience and brand image as well as the impact of brand image on customer satisfaction. The research theoretical framework is based on the Stimulus-Organism-Response (SOR) paradigm. The DeLone and McLean Information Systems Success Model is also used in this study. The total system quality (information, system, and service quality) serves as the “stimulus” in this context. Brand image as the “organism” and customer satisfaction serves as the “response”. The findings showed that the quality of information had no positive effect on customer satisfaction. Meanwhile, the quality of the system and service has a positive effect on the brand image. This research shows the importance of brand image in creating customer satisfaction in the online food delivery industry. The findings of this study contribute to companies that want to choose an online food delivery service provider.

Strategi Service Quality Sebagai Media dalam Menciptakan Kepuasan dan Loyalitas Pelanggan Jasa Pendidikan

This article discusses the importance of service quality in creating customer satisfaction and loyalty in the education sector. The article highlights the Total Quality Service (TQS) concept, which emphasizes the effectiveness and efficiency of service delivery. The article also discusses the four characteristics of non-profit service institutions, including intangibility, inseparability, variability, and perishability. The article emphasizes the importance of identifying customer needs and understanding their characteristics to provide satisfactory services. The article also discusses the impact of customer satisfaction and loyalty on the sustainability of educational institutions. The research method used in this article is library research, which involves analyzing and synthesizing existing literature on the topic. The article concludes that providing high-quality services is essential to maintain customer satisfaction and loyalty, which in turn contributes to the reputation, competitiveness, and financial stability of educational institutions.

PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA TRAVEL CV. FLORES SIBOLGA

PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA TRAVEL CV. FLORES SIBOLGA

Multi-objective home health care routing: a variable neighborhood search method.

Health and convenience are two indispensable indicators of the society promotion. Nowadays, to improve community health levels, the comfort of patients and those in need of health services has received much attention. Providing Home Health Care (HHC) services is one of the critical issues of health care to improve the patient convenience. However, manual nurse planning which is still performed in many HHC institutes results in a waste of time, cost, and ultimately lower efficiency. In this research, a multi-objective mixed-integer model is presented for home health care planning so that in addition to focusing on the financial goals of the institution, other objectives that can help increase productivity and quality of services are highlighted. Therefore, four different objectives of the total cost, environmental emission, workload balance, and service quality are addressed. Taking into account medical staff with different service levels, and the preferences of patients in selecting a service level, as well as different vehicle types, are other aspects discussed in this model. The epsilon-constraint method is implemented in CPLEX to solve small-size instances. Moreover, a Multi-Objective Variable Neighborhood Search (MOVNS) composed of nine local neighborhood moves is developed to solve the practical-size instances. The results of the MOVNS are compared with the epsilon-constraint method, and the strengths and weaknesses of the proposed algorithm are demonstrated by a comprehensive sensitivity analysis. To show the applicability of the algorithm, a real example is designed based on a case study, and the results of the algorithm over real data are evaluated.

The Effect of Total Quality Service with E-Bekal on Customer Satisfaction

This study aims to examine the public's perception of the services quality provided by the Nurul Jadid Islamic Boarding School through the application of E-Bekal as an Islamic boarding school innovation in the face of the Revolution 4.0 era. The quantitative correlational approach was applied in this investigation. The data was gathered through observation and the distribution of questionnaires. A total of 125 people were surveyed, including guardians and alums. Somers'D correlation analysis was used to do the data analysis. The findings show that total quality service has a joint influence on customer expectations and satisfaction with the quality of services provided by Nurul Jadid Islamic Boarding School through the application of the E-Bekal santri service, with a significance value of 0.05 and has a positive correlation with the coefficient value of 0.863 on the customer expectation variable, and 0.540 on the satisfaction variable. Consumer expectations and satisfaction are both influenced by total quality service.

Supplier Selection in Family Small and Medium Enterprises

Current literature on family businesses and small and medium enterprises (SMEs) offers some disintegrated insights in view of managing supply chains, particularly the supplier selection agenda. The presence of distinct characteristics inherent to both enterprises calls for a new line of inquiry regarding supplier selection for family SMEs. This work advances the literature by (1) identifying a set of supplier selection attributes best encapsulating the interests of family SMEs, and (2) evaluating these attributes to guide relevant decision-making. With a case study in the food industry and previous lists of supplier selection attributes, ten attributes were considered relevant to family SMEs. Applying the hybrid entropy-MARCOS method yields the priority attributes in decreasing order: on-time delivery, total service quality, product quality, productivity, attitude, response to customer requests, problem-solving capacity, payment terms, price, and flexibility. An analysis with other comparable methods suggests high consistency of these findings. Theoretical insights were discussed.

Uticaj dimenzije serqual na satisfakciju i lojalnost kupaca - empirijsko istraživanje iz srpske hotelske industrije

The paper deals with the analysis of the implication of Total Hotel Service Quality (THSQ) on customer satisfaction and loyalty, as well as with identifying the key dimensions of Total Hotel Service Quality which significantly affect customer satisfaction and loyalty. The analysis was performed in the context of the national characteristics of the respondents (dimensions of national cultures determined by Hofstende) and the context of the demands of modern tourists. The empirical research included 175 participants who all were the hotel visitors. The results prove that the hypothesis of the significantly positive impact of THSQ on customer satisfaction and loyalty is valid. Also, the Assurance, Tangibility, and Empathy emerge as the key dimensions of quality while determining the level of satisfaction and loyalty of customers. The obtained results were verified using the Dufour Monte Carlo Simulation test procedure.

Understanding regional disparities in healthcare quality and accessibility in West Bengal, India: A multivariate analysis

AbstractHealthcare inequality is a major issue in developing countries, as it puts increasing pressure on the local population, particularly rural and disadvantaged groups, to maintain a decent standard of living and have equitable access to healthcare. Using principal component analysis and average aggregation methods, a multilevel, dimension‐based composite healthcare quality index was constructed in the present study. The healthcare quality and accessibility index has four aspects (availability, affordability, accommodation, and amenities) with 21 parameters. The four‐dimensional index and healthcare quality and accessibility index were used to map the spatial pattern of healthcare disparity in the context of service availability, distribution of healthcare facilities, and socioeconomic status across the 18 districts of West Bengal, India. The findings show that in West Bengal, different districts have the widest discrepancies in the various dimensions considered for this research, which require particular attention. According to the healthcare quality and accessibility index, districts in the state's northern and western regions are underdeveloped, which corresponds to a wide variance in total healthcare service quality, accessibility, and socioeconomic position. Puruliya, Maldah, Uttar Dinajpur, Dakshin Dinajpur, Jalpaiguri, and Coochbehar are the districts with the lowest healthcare quality and accessibility, accounting for 28.63% of the total area and housing 17.96 million people who suffer greatly from the poor access to decent healthcare.

Review Penerapan Smart City dalam Sistem Informasi Desa

Introduction: The industrial era 4.0 and civil society 5.0 have changed the paradigm of culture, especially in rural communities thatnot only want innovation in sustainable rural development but in the form of administrative and non-administrative services carried outby the Village Government wanting excellent service. The community paradigm that wants everything to be on time and to fulfill the need for good service is the desire and hope of the community. So that a solution is needed from the Village Government, oneof which is the application of the intelligent village concept,which is based on Total Quality Service (TQS) and remains focused on service satisfaction for customers (village communities). Purpose: to analyze the review of the implementation of smart cities in village information systems. Methods: The method used is a qualitative research method with the research locus in several villages in the Pemalang Regency area. Results: The intelligent village concept has been appliedin several towns in the Pemalang Regency area,which is oriented to deliveringvillage information and assisting in providing services to the community. The results achieved are prettygood but require improvements in the applied management information system. Conclusion: The PemalangRegency Government utilizes rural sites/websites facilitated by PUSPINDES to develop the Pemalang area. Conduct village website management training. It usesICT for public information disclosure. Utilize ICT as a forum for village information and village promotion.

Total quality service in digital era

PurposeTotal quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require specific best practices that are different from those related to manufacturing. Moreover, digitization is pervading all kinds of services, but little has been written about total quality service practices in digital-based companies. For this purpose, the authors provide a holistic model of total quality service that reflects the peculiarities of such companies, guided by the question: how do total quality service practices change in digital-based service organizations?Design/methodology/approachThe authors conduct an illustrative case study on Healthware Group, a global integrated digital health organization, to evaluate theoretical assumptions about total quality service practices in the digital environment.FindingsThe findings allow to validate the model provided. In addition, the study enables them to observe the changes the authors are witnessing in service provision in the digital era and the consequent transformation of best practices. To be accurate, the authors cannot refer to a full transformation in digital-based companies but rather to the enrichment and extension of TQS practices. The best illustration of these conclusions has been summarized in a set of propositions corresponding to seven of the key levers of a TQS model.Originality/valueThe paper represents the first attempt to discuss the relationship between total quality service and digitalization, offering a set of propositions for academics and insights for practitioners. The model can be used as a tool to visualize the different levers that successful implementation of TQS in digital-based services companies can rely on.

Build a Service Excellence Culture of Pleasure to Customers

Customer service is an important aspect for most businesses in retaining customers, maintaining high revenues and acquiring new customers. The purpose of this study is to examine the aspects that need to be built in superior cultural services to customers. The theories used are customer-oriented culture, staff management and customer retention. In this qualitative research, descriptive analytic method is used to collect data and analyze and interpret the results. The findings show which aspects and dimensions of service quality are significant in building a vision of total service quality, different country cultures. Customer trust affects repurchase intentions and word of mouth promotion. The more trust a customer has in a company, the more likely he is to recommend it to others.