Unsatisfactory Quality Of Service Research Articles

KUALITAS PELAYANAN PUBLIK DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN PUNCAK JAYA (Public Service Quality in Department Of Population and Civil Registration Puncak Jaya Regency)

The objective of this research is to analyze the quality of public services at the Population and Civil Registry Office of Puncak Jaya Regency. The sample was determined by probability sampling with simple random sampling technique as many as 11 people. Data were analyzed descriptively qualitatively in the form of frequency tables. The research results indicated that the unsatisfactory quality of service on the tangible dimension is the completeness of the computer; on the reliability dimension is the discipline of officers in providing services; the responsiveness dimension, all indicators are unsatisfactory, namely employees are slow in providing services which is marked by a discrepancy between the service schedule and the established rules, so that the completion of KTP and KK is not in accordance with the required time; on the assurance dimension, guarantees for the completion of the KTP and KK are not in accordance with the required time; and on the dimension of empathy is the persistence of employees in providing services.

Access, perceived quality and uptake of antenatal services in urban communities of Osun state, Southwest Nigeria.

Quality antenatal care (ANC) is one of the key interventions to improve intrapartum care uptakes and to reduce the menace of maternal deaths globally. Yet, ANC coverage has remained low in many developing countries like Nigeria. It becomes imperative to contextually understand factors associated with ANC uptake in Nigeria. The study assessed level of utilization, perceived quality, level of satisfaction and determinants of ANC utilization among women of reproductive age-group in Oshogbo, South-west Nigeria. Cross-sectional study design was employed and cluster sampling method was used to recruit 420 consenting respondents. Data were collected using pretested interviewer-administered, semi-structured questionnaire. Both descriptive and inferential <0.05. The mean (±SD) age of the respondents was 30.84±6.0 years. Almost three-quarters (73.9%) of the respondents had at least 4 ANC visits. Main reasons for non-ANC usage were high cost of care, long waiting time at the clinic, long distance to the clinic and unsatisfactory service quality. Only 59.9% of respondents were satisfied with services received while 63.1% of them rated the service quality as excellent. Main determinants of ANC uptake were respondents' age (AOR=2.35;95%CI=1.34-5.89), level of education (AOR=0.56;95% CI= 0.42-0.71), socio-economic status (AOR=5.22; 95%CI=2.02-6.65) and monthly family income (AOR=0.89; 95%CI=0.02-0.90). Although the rate of ANC use was high in the study setting, the proportion of women who were satisfied with service quality was sub-optimal. There is need for implementation of multi-pronged intervention to make ANC services more available, accessible, affordable and acceptable to the Nigerian women.

Creating Value for Clients using a Holistic Approach in Banking Marketing

This paper investigates how marketing mix strategies' design affects customer value creation. The paper presents the results of empirical research conducted through a questionnaire that aims to show and determine which elements are key in choosing a bank, the extent to which branches and digital services are used, which affects customer satisfaction, loyalty, and customer experience for quality assessment and what are the reasons why clients would leave the current bank and choose a competing bank. The research results indicate that the availability of products and services is important to clients with support that increases the user experience, the application of innovative technologies in creating new offers, and friendly, educated, and friendly staff and channels. Respondents state the reasons for changing the bank: lack of branches, unfriendly or unprofessional staff, unsatisfactory quality of service, excessive fees, and more.

Quality Management Strategy Based on Total Quality Management (TQM) Ibtidaiyah Madrasah Tahfiz El Muna Q Krapyak Yogyakarta

The issue of low and unsatisfactory service quality has prompted the public sector to carry out reforms in all fields. Various concepts, “ New Public Management,” which has proven its success in the private/business sector, are tried to be adopted and implemented. One of the quality management concepts widely applied in both the business and public sectors is TQM ( Total Quality Management). This study aims to explain the application of TQM-based quality management principles in MI Tahfidz El Muna Q (Madrasah Ibtidaiyah Tahfidz El Muna Q) Islamic boarding school Al-Munawwir Krapyak Yogyakarta. The type of research is qualitative research with a case study approach. Methods of collecting data by observation, interviews, and documentation. Data analysis using thematic analysis. Test the validity of the data using the triangulation test. The results show that MI Tahfidz El Muna Q has implemented the TQM principle with good. TQM-based quality management principles applied are quality assurance Institute, education/training carried out to improve the quality of elementary school M, customer-oriented, communication pattern, empowering educators and education staff, reporting to stakeholders, benchmarking against other institutions, understanding of the institution’s long-term goals, routine evaluation, and happiness. Based on these ten indicators, it can be understood that MI Tahfidz El Muna Q has carried out continuous improvement well.

История и современное состояние правового регулирования защиты прав пациентов в России

The paper discusses the main stages of the for-mation of legislation on protection of the patients' rights; the issues of legal regulation of this sphere in Russia at the present stage are researched. The author analyzes the peculiarities of public relations in the field of healthcare in different historical peri-ods, the current legislation, law enforcement prac-tice in the field of protecting the rights of patients, suggests solutions to improve the norms of Russian legislation, namely, the inclusion in the current regu-latory legal acts of the definition of “protection of patients’ rights”. In the study it was found that the largest number of citizens' appeals concerns the issues of violation of their rights to their health pro-tection, inaccessibility of medical care and unsatis-factory quality of service in medical institutions.

ERSAR service quality indicators – practical case of a Municipality

Introduction: Waste services are fundamental in modern societies as they contribute significantly to the social and economic development of the country. Therefore, they must comply with a set of principles, among which are the universality of access, continuity and quality of service and price efficiency and equity, constituting an important factor of social balance.From the point of view of regulation and evaluation of the quality of public services provided to users, The Water and Waste Services Regulation Authority (ERSAR) plays a leading role.Objectives: To analyze the service quality indicators (SQI) of a medium-sized city council for the period 2011 to 2016, which allow to evaluate in a technical, environmental and economic terms an municipal solid waste management system.Methods: The evaluation of municipal solid waste (MSW) management services is carried out through three groups of quality of service quality indicators (performance indicators): indicators that reflect the protection of user interests; indicators that reflect the sustainability of service management and, finally, indicators that translate environmental sustainability.Results: The results obtained in the service quality indicators for the evaluation of the goals of the Portuguese Strategic Plan for MSW Management (PERSU 2020) show that the city has yet to make an effort to meet the goals defined for the sector by 2020. Conclusions: Overall, the analysis shows that the system presents mainly levels medium and unsatisfactory quality of service.

QoS-Based Interference Alignment With Similarity Clustering for Efficient Subchannel Allocation in Dense Small Cell Networks

Interference alignment (IA) can remarkably improve the spectral efficiency of dense small cell networks (SCNs) underlaying a macrocell, but its feasibility condition and implementation complexity are restricted by the number of small cell equipments (SUEs). Moreover, the SUEs performing IA may have unsatisfactory quality of service (QoS) requirements as IA only eliminates interference while neglecting the gain of desired signals. In this paper, we propose a centralized efficient subchannel allocation scheme based on IA with similarity clustering in dense SCNs underlaying a macrocell, which aims at maximizing the number of QoS guaranteed SUEs performing IA. The corresponding problem is formulated as a combinatorial optimization problem which is NP-hard. So a low-complexity solution is proposed which includes three phases: similarity clustering for SUEs through graph partitioning, further adjustments of cluster sizes to make IA feasible in each cluster, and subchannel allocation for the formed clusters, each of which is performed with a notably reduced computational complexity. Moreover, the proposed solution greatly reduces the signaling overhead incurred by channel state information estimation. Numerical results show that the proposed solution not only outperforms other related schemes, but also achieves a performance close to the optimal solution.

Service Level Agreement (SLA) Enforcement: Is it Impactful?

Service Level Agreement (SLA) enforcement’s impact measure is a potential research area to be explored. Assumptions that this study is making are, SLA management will become better by a firm enforcement, which monitors and encourage every customer to be responsible to launch report of bugs or mischief of services such as unsatisfactory service quality or service unavailability to a collection pool where the provider react immediately (based on agreed terms) to address the complaints, so that the total DownTime (DT) will not exceeds the agreed SLA value. This study establishes fundamental theory to measure the enforcement impact based on automatic SLA monitoring and management.

Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa

This article reports on a study that examined service quality and recovery among South African airlines. Service quality is pivotal in the airline industry as service failures could negatively affect operations. The authors created the acronym “AOSA” which stands for “airlines owned by South Africa” for the purposes of anonymity and confidentiality in order to protect the airlines’ identity. A quantitative research approach was used with a cross-sectional analysis (sample survey) conducted with passengers of South African-owned airlines. The questionnaire was designed using a Likert scale tool, adapted to the SERVQUAL model. A non-probability convenient sampling method was used to collect primary data from 684 passengers at O.R.Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The key findings were that: (1) significant statistical gaps exist between passengers’ expectations and perceptions of AOSA’s service quality and that unsatisfactory service quality is antecedent to service failure. (2) Unsatisfactory service quality is tantamount to service failure in the provision of services by AOSA. (3) A significant positive correlation exists between service quality and the dimensional variables of tangibility, reliability, responsiveness, assurance, and empathy of AOSA. In conclusion, AOSA service quality is unsatisfactory, and management should take steps to empower and train staff in service recovery techniques in other to avoid service failures.

Quality of health education during STD case management in Nairobi, Kenya.

Quality of health education during STD case management in Nairobi was assessed in 142 healthcare facilities, through interviews of 165 providers, observation of 441 STD patients managed by these providers, and 165 visits of simulated patients. For observations, scores were high for education on contact treatment (74-80%) and compliance (83%), but unsatisfactory for counselling (52%) and condom promotion (20-41%). The World Health Organization (WHO) indicator for STD case management Prevention Indicator 7 (PI7) (condom promotion plus contact treatment) was poor (38%). Public clinics strengthened for STD care generally performed best, whereas pharmacies and mission clinics performed worst. Compared with observations, scores were higher during interviews and lower during simulated patient visits, indicating that knowledge was not fully translated into practice. Interventions to improve the presently unsatisfactory service quality would be wide distribution of health education materials, ongoing training and supervision of providers, implementation of STD management checklists, and the introduction of pre-packaged kits for STD management.