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Kusuma Dewi, Shanty. "Service Quality Assessment Using Servqual and Kano Models". Jurnal Teknik Industri 20, nr 1 (28.02.2019): 94. http://dx.doi.org/10.22219/jtiumm.vol20.no1.94-104.
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The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction.
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Riyardi, Agung, Mohd Fahmy-Abdullah, Sujadi Sujadi, Kusdiyanto Kusdiyanto i Triyono Triyono. "A Literature Review: Which Regulation is Feasible for Assessing User Satisfaction with Terminal Services?" Budapest International Research and Critics Institute (BIRCI-Journal) : Humanities and Social Sciences 2, nr 4 (19.11.2019): 624–37. http://dx.doi.org/10.33258/birci.v2i4.664.
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Three different studies have discussed regulations ofthe assessment of user satisfaction levelswith terminal services. Based on the assumption that the terminal attributes derived from regulations are accurate, this study aims to analyze the content of the regulations, compare them, and analyzeterminal user satisfaction as assessed by previous studies. Content analysis of the literature is conducted. The results reveal that among the user satisfaction survey regulations from the Minister of Administrative and Bureaucratic Reform Regulations of 16/2014 and 25/2004 and the service standard regulations from the Minister of Transportation Regulation of 40/2015, the most feasible regulation for the assessment of user satisfaction is the Minister of Transportation Regulation of 40/2015. This regulation does not regulate satisfaction assessment but can be used as a basis for assessments of user satisfaction with terminal services. All of the stipulated service standards can be classified as accurate terminal service attributes. Therefore, improvements can be made by including a requirement for satisfaction assessments. Through the incorporation of the service quality concept, such improvement could establish this regulation as a basis for reputable studies of satisfaction assessments. Another result reveals that the literature on the assessment of terminal user satisfaction based on the Minister of Transportation Regulation of 40/2015 reports that users are satisfiedwith the terminal attributes of reliability, convenience, affordability and equity, but they are unsatisfied with the attributes ofsafety and security. Thus,terminals should implement maximal regulation of service standards. Assurance of terminal securitycould increase user satisfaction.
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Meironi, Meironi, Werry Darta Taifur i Nasri Bachtiar. "Population administration service satisfaction in Lima Puluh Kota District, West Sumatera". Jurnal Perspektif Pembiayaan dan Pembangunan Daerah 8, nr 5 (31.12.2020): 465–74. http://dx.doi.org/10.22437/ppd.v8i5.10104.
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Assessment of public satisfaction with an agency's performance that organizes public services needs to be assessed by involving all service attributes because service attributes cannot stand alone, and performance improvement cannot be made separately. Assessment of service attributes is one way to track consumer ratings so that service providers can understand the causes of service problems. This study uses the Importance Performance Analysis (IPA) method. From this study, it was found that the priority that needs to be improved to improve public satisfaction with population administration services is to increase the discipline of officers in serving the community, certainty of service costs, and speed of service.
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Prinajati, Purnomosutji Dyah, i Linda Noviana. "Analysis of Building Sanitation And Cleaning Facilities Case Study of Environmental Service Company". Volume 6 No.1. March 2022 6, nr 1 (26.03.2022): 23–34. http://dx.doi.org/10.23969/jcbeem.v6i1.5266.
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This study aims to determine the sanitation conditions of buildings and cleaning facilities at an Environmental Services Company. In this research, the Importance Performance Analysis (IPA) mapping of each attribute of the assessment of the sanitation condition was evaluated so that it can be seen which assessment attributes have low values and need to be assessed to get corrective action as a top priority. This research is descriptive quantitative research by collecting data through direct observation and distributing questionnaires to all employees of the Environmental Services Company. The results of 20 respondents were processed using the SPSS 16 application. The results showed that the sanitation conditions of the buildings and cleaning facilities at the Environmental Service Company did not meet the requirements. Priority mapping of the sanitation attributes of buildings and cleaning facilities using the Importance Performance Analysis (IPA) method can be seen in the Cartesian diagram. The result shows that from all 17 building sanitation attributes, there are 3 attributes in quadrant A. While 7 attributes are in quadrant B, 3 attributes are in quadrant C, and 3 attributes are in quadrant D. Of the 46 sanitation attributes for sanitation facilities, there are 8 attributes in quadrant A, 24 attributes in quadrant B, 13 attributes in quadrant C, and 1 attribute in quadrant D. Attributes that have low scores on building sanitation, namely the yard and roof of the building, while in sanitation of cleaning facilities, namely lockers in the changing room, trash cans, and sanitary napkins.
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Islami, Mega Cattleya PA, Rizqi Novita Sari, Sinta Dewi, Isna Nugraha, Yekti Condro Winursito i Hafid Syaifullah. "Assessment of Motor Vehicle Repair Shop Service Quality Perception Using the SERVPERF Model and Lean Service". Tibuana 6, nr 1 (31.01.2023): 7–11. http://dx.doi.org/10.36456/tibuana.6.1.6455.7-11.
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The benchmark for the success of a business or product is to measure the satisfaction of customers who have used or felt the goods or services. The customer's expectations of the function and emotional happiness factors that arise from the use of goods or services are entirely the responsibility of the producer. So that manufacturers need to focus on what attributes must be presented in a product or service to increase customer satisfaction. The decrease in customer interest in providing vehicle service at an automotive company in Sidoarjo is the problem studied in this study, to analyze the level of customer satisfaction and attributes that are priority improvements as recommendations for the company.
Data generated from customers is processed and analyzed using the Service Performance (SERVPERF) and Lean Service methods. Based on the results of data processing, it can be concluded that the level of customer satisfaction with service quality is 82.3%, and three service attributes are classified as a top priority and two types of critical waste.
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Mitra, Amitava, i Cigdem Basfirinci. "Competitive Assessment of Quality Attributes of a Service Provider". Journal of Service Science Research 10, nr 2 (grudzień 2018): 189–232. http://dx.doi.org/10.1007/s12927-018-0007-9.
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Abdullah, Muhammad, Nazam Ali, Syed Arif Hussain Shah, Muhammad Ashraf Javid i Tiziana Campisi. "Service Quality Assessment of App-Based Demand-Responsive Public Transit Services in Lahore, Pakistan". Applied Sciences 11, nr 4 (22.02.2021): 1911. http://dx.doi.org/10.3390/app11041911.
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App-based demand-responsive transit (DRT) services are emerging where conventional public transport is unable to meet the demand. SWVL (choice A) and Airlift (choice B) are two such DRT bus services operating in Lahore, Pakistan. It is important for the policy makers and operators to evaluate the satisfaction levels of the passengers using these services. This study evaluated passengers’ satisfaction regarding choice A and choice B through a questionnaire survey. A total of 440 responses were collected from the users of the DRT services through personal interviews and a web-based approach. Factor analysis on the collected data produced two underlying factors, namely service-attributes and bus ambiance. Ordinal regression showed that the service-attributes and ambiance were significant predictors of overall satisfaction levels about choice A. Service-attributes indicated a larger positive impact on overall satisfaction with choice A as compared to ambiance. Although the ordinal model for choice B fitted the data well, the predictors were found to be insignificant. The results offer an insight into which predictors affect the overall satisfaction and how it can be improved.
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Jin, Yanchun, Yoonseo Park i Jiaohui Yu. "An Assessment Model for Evaluating Asymmetric Effects of Attribute-Level Performance on Satisfaction". Sustainability 11, nr 16 (9.08.2019): 4323. http://dx.doi.org/10.3390/su11164323.
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The effects of attribute performance on satisfaction have been widely addressed in the discussion on satisfaction. In traditional view, customer satisfaction should be enhanced by improving product or service attribute performance. However, as theoretical and empirical studies have shown, the linkage between attribute performance and overall satisfaction is asymmetric and nonlinear, which means that it is not a definite relationship between high performance of attribute and satisfaction. Regarding the research on delivering asymmetric effects, the Kano model was utilized extensively in the previous studies. But this method suffers from lacking a validity testing and failing to take account of the degree of attribute’s importance. To get a more effective access to measuring the asymmetric and nonlinear effects of attributes on customer satisfaction, this study presents an integrated approach which can express asymmetric effects through evaluating the significance of different attributes to satisfaction based on response surface analysis and importance grid analysis methods. In this paper, an empirical study on rural tourists’ satisfaction was undertaken using this integrated method. Furthermore, compared with the regression with a dummy variable method, this proposed approach shows more responsive to enhancing attribute performance and makes allowance for improving a certain target attribute in the customer satisfaction improvement process.
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Hu, Kai-Chieh, i Vera Salim. "Combining Kano’s Model, IPA, and FMEA to Evaluate Service Quality Risk for Bus Service: Case of Bangkok Bus Service". Applied Sciences 13, nr 10 (12.05.2023): 5960. http://dx.doi.org/10.3390/app13105960.
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Although the past research results have provided many effective tools for evaluating public bus service quality, they still lack the concept of risk. This study assessed the quality risk for city bus service by constructing a quality risk assessment model that integrated Kano’s model, IPA, and FMEA. The online questionnaire was distributed to commuters who use BMTA’s bus service in Bangkok with 429 samples. This study analyzed the service quality attributes of bus services via Kano’s model, an IPA, and an FMEA. For the results of Kano’s model, this study identified nine one-dimensional and three attractive attributes. The results of the IPA showed that the safety of boarding and disembarking from the bus, the cleanliness of vehicles, and the punctuality of buses according to the schedule were the top three attributes that had a large gap between importance and satisfaction. According to the results of the FMEA, the safety of boarding and disembarking from the bus, the cleanliness of vehicles, and the punctuality of buses according to the schedule were the top three attributes that had a high service quality risk and considered a priority improvement. These attributes belonged to interaction with passengers, tangible service equipment, and operating management support dimensions. Therefore, the government should take action and improve service quality to make Bangkok commuters consider switching from driving cars to using a bus. Finally, this study provides practical improvement strategies for managers to improve passenger experiences and enhance the quality of bus services.
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Putra, Resky Illahi Dwi, i Achmad Maezar Bayu Aji. "Analisis Kualitas Produk dan Kepuasan Pelanggan Terhadap Pelayanan Indihome di Jakarta Pusat". TIN: Terapan Informatika Nusantara 2, nr 9 (28.02.2022): 558–70. http://dx.doi.org/10.47065/tin.v2i9.1346.
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PT. Telkom (Telekomunikasi Indonesia) is a state-owned enterprise that has an important contribution to society because it is engaged in telecommunications services. Indihome is one of the service products from PT. Telekomunikasi Indonesia, which provides packages of landline, internet, and television services. In an effort to provide information services, it is necessary to evaluate the performance of internet services so that the service provider is able to maintain performance and improve performance where there are still shortcomings in performance from the user's point of view. To determine the level of service performance, this research was carried out by applying the servqual method and Importance Performance Analysis. The assessment of user satisfaction is based on five dimensions, namely Reliability, Responsiveness, Assurance, Empathy and Tangibles which later on each attribute performance will be classified into quadrant I which is the main priority to improve its service, quadra II attributes that need to be maintained because they have provided satisfactory service, quadrant III attributes that have low priority and quadrant IV attributes that are considered less important but have good performance. The results of this study indicate that the largest gap or gap lies in the Responsiveness dimension with a value of -1.00 and the smallest gap in the Empathy dimension with a value of -0.43. while based on the calculation of the Importance Performance Analysis the overall user suitability level is 83% which means that the services provided by the agency/company are in accordance with the user's perception. Where the user's perception of website services has been fulfilled
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Purba, Humiras Hardi, Fransisca Debora, Tosty Maylangi Sitorus, Siti Aisyah i Choesnul Jaqin. "Analisis Kualitas Pelayanan Berbasis Preferensi Konsumen: Studi Kasus Pada Bengkel Kendaraan Roda Empat". INVENTORY: Industrial Vocational E-Journal On Agroindustry 3, nr 2 (27.12.2022): 49. http://dx.doi.org/10.52759/inventory.v3i2.95.
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Product and service quality factors are important aspects of business continuity. Consumers will abandon low-quality products and services. Consumers will feel satisfied if all aspects of the products and services are appropriately accommodated. Product and service quality have different tendencies because service quality dimensions are more complex than product quality. This study aims to analyze the quality of customer service at auto repair shops based on consumer preferences. Assessment of the level of satisfaction and consumer expectations of each attribute is done by filling out a questionnaire to identify the gap between the level of importance and level of performance. The consumer's assessment of each indicator of the auto repair shop is carried out through a questionnaire filled out to the consumer to find out the gap between the level of importance and the level of performance. The analytical method used is Importance Performance Analysis–IPA showing that the attributes of auto repair shops that need to be improved are [P1] improving the repair period as promised, [P2] Procedures and managerial capabilities in providing adequate service, [P3] Results following consumer recommendations, and [P4] Knowledgeable workshop managers and staff, [P5] Service speed from responsiveness quality dimensions, [P11] Credibility and honesty of workshop managers and staff, [P12] Clarity of communication and information to consumers. The priority of quality attributes of auto repair shops that will be improved can provide alternative development priorities between human resources and limited equipment servicing.
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Kowalik, Kamila. "The role of safety in service quality in the opinion of traditional and digital customers of postal service". Production Engineering Archives 26, nr 1 (1.03.2020): 1–4. http://dx.doi.org/10.30657/pea.2020.26.01.
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AbstractOne of the factors allowing to shape safety and quality of a postal service is an opinion of its customer. In the following paper, the analysis of the impact of a customer’s perception of safety on the service quality assessment has been presented. Research results presented in the paper refer to opinions of traditional and digital customers of postal services. The presented analysis is enriched by a theoretical framework of service quality, the explanation of the concept of safety, and a complementary characteristics of traditional and digital postal services. Afterwards, safety attributes of the postal services have been proposed, explained and highlighted. Subsequently, the results presented in the paper refer to the validity of particular chosen safety attributes of postal services.
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Radziszewska, Aleksandra. "Quality Assessment of E-Commerce Service in the Context of Customer Expiriences". Multidisciplinary Aspects of Production Engineering 1, nr 1 (1.09.2018): 635–40. http://dx.doi.org/10.2478/mape-2018-0080.
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Abstract With rapid growth of the Internet, companies adopted the new information and communication technology to offer e-services to their customers. This paper addresses e-service quality issue in the electronic marketplace. Service quality of e-retailers has been recognized as an important factor in determining success of e-commerce ventures. The objective of this research is to develop a theoretical, comprehensive, and measurable framework for assessing the quality of e-commerce services and to indicate factors, which are significant for customers satisfaction and high quality online shopping experiences. This paper reviewed the most recognized evaluation criteria, which are used in different e-commerce websites, and proposes a general comprehensive framework for evaluating the quality of any e-commerce service regarding to two main areas: website features and customer service in e-commerce platform. The detailed list of quality attributes in both assessment areas was derived from the reviewed literature. The survey and analysis described in this paper enable a better understanding of the influence these quality attributes on the main quality assessment categories. The results provide an important foundation for the understanding of quality in e-commerce services that will allow to assess the strengths and weaknesses of each e-commerce service. This paper concludes by discussing the findings of this study and highlighting areas for the future research.
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Kermanshachi, Sharareh, Thahomina Jahan Nipa i Halil Nadiri. "Service quality assessment and enhancement using Kano model". PLOS ONE 17, nr 2 (25.02.2022): e0264423. http://dx.doi.org/10.1371/journal.pone.0264423.
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Success in the retail sector is highly dependent on customer satisfaction. Maintaining a competitive edge depends upon the service providers knowing and enacting what is important to their customers. Multiple studies have employed various research approaches to identifying characteristics of customer satisfaction in different sectors as well as retail sector. However, very few have determined such characteristics using multiple approaches simultaneously in the retail store. This study aims to identify, categorize, and rank the retail store attributes, based on their effects on customer satisfaction. A survey focusing on retail store characteristics that impact customer satisfaction was developed and distributed. Over 400 responses were collected and evaluated, using the Kano model. Results showed that visually appealing facilities and error-free transactions are of prime importance to customers. They are taken for granted, but their absence plays a significant role in customer dissatisfaction. An easy-to-navigate store layout and readily available service increase customer satisfaction, but their absence doesn’t decrease customer satisfaction. Clean public areas and modern-looking equipment are important, and improvements to them increase customer satisfaction at a proportional rate. The findings of this study will assist service providers in realizing the relative importance of the attributes of retail stores and in evaluating the impacts of their current practices on customer satisfaction levels. Such importance will also help retail sector policy makers in mandating policies focusing on must-have attributes to preserve customer satisfaction.
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Putri, Hidayatul Saskya, Mohamad Jihan Shofa i Gina Ramayanti. "MEASUREMENT OF RESTAURANT SERVICE QUALITY USING MODIFICATION METHOD OF SERVICE QUALITY AND IMPORTANCE PERFORMANCE ANALYSIS". International Journal of Multidisciplinary Research and Literature 1, nr 1 (10.01.2022): 34–43. http://dx.doi.org/10.53067/ijomral.v1i1.4.
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The purpose of this study is to determine the quality of services provided through customer satisfaction and determine the priority of attributes for improvement. In this study, the modification of Service Quality with 9 dimensions is used (Tangible, Reliability, Responsiveness, Assurance, Empathy, Cleansliness, Health, Safety and Environment Sustainability) and Importance Performance Analysis (IPA). Assessment of service level is given using a questionnaire of 100 samples from customer of sate tegal restaurant in Cilegon City, Banten. This restaurant does not only provide satay culinary, but also provides a variety of other food and beverage culinary menus. The results of the study using the Modified Service Quality Gap method resulted in a negative value, it states that the services provided by restaurants do not provide satisfaction to customers. In an effort to increase customer satisfaction with the services provided by using the Importance Performance Analysis (IPA) method, in quadrant A (top priority) there are 4 service quality attributes that are included in the top priority and must be improved
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Sohn, Jea-Il, Su-Han Woo i Taek-Won Kim. "Assessment of logistics service quality using the Kano model in a logistics-triadic relationship". International Journal of Logistics Management 28, nr 2 (8.05.2017): 680–98. http://dx.doi.org/10.1108/ijlm-09-2015-0172.
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Purpose The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context. Design/methodology/approach This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers. Findings Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.” Research limitations/implications Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad. Practical implications This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance. Originality/value This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.
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Roy, Aayush Singha, Dipankar Bose i U. K. Bera. "Assessment of residential institute foodservice using Kano categorization and importance–performance analysis". TQM Journal 32, nr 3 (1.04.2020): 401–28. http://dx.doi.org/10.1108/tqm-09-2019-0232.
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PurposeIn this article, we identify various foodservice-related attributes that are important for undergraduate students residing in hostels and avail service from specific foodservice providers. We also investigate the performance of attributes to determine areas where the foodservice providers should maintain a high performance or where improvement is required.Design/methodology/approachWe apply the Kano methodology to design the questionnaire for 24 different attributes. For each attribute, we construct three questions; namely, functional type, dysfunctional type, and performance of the hostel foodservice. We collect a total of 317 responses. We use multiple methods to determine the dominant category. Finally, combining the values of these methods, we study relative positions of the attributes in the importance–performance grid.FindingsBased on the Kano categorization, quality-related attributes are most important, followed by hygiene, comfort, availability, variety, and time, in the descending order. The gender of the respondent plays an important role in categorization of some attributes. Using the importance–performance analysis, we identify the attributes where the foodservice provider should maintain a high performance or where improvement is required. Improvements in some attributes are difficult due to foodservice provider's self-assessment of high performance or high difficulty for improvement.Originality/valueIn this study, we examine the importance of various foodservice attributes among undergraduate residential students. We combine multiple methods of Kano categorization to compute importance values of the attributes. We also investigate the reasons behind the gap between student's and foodservice manager's perception of the performance of these attributes.
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He, Yinying, i Csaba Csiszár. "Quality Assessment Method for Mobility as a Service". Promet - Traffic&Transportation 32, nr 5 (22.09.2020): 611–24. http://dx.doi.org/10.7307/ptt.v32i5.3374.
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The ongoing development of the concept ‘Mobility as a Service (MaaS)’ along with Shared Mobility contributes to the integration of transportation systems. Several MaaS or similar services are already in operation. The perceived quality of MaaS by the users varies significantly, and no general method is proposed to evaluate the service quality. This scantiness is identified as the research gap. The objective of the research is to elaborate a quantitative method to assess MaaS services. The research question is how to assess the quality of MaaS, and how to transform the qualitative description into quantitative numerical values, namely, the quality index and the level of quality. Since user expectations towards the importance of criteria are taken into consideration, the modified triangular fuzzy analytic hierarchy process method is introduced to calculate the weights of criteria. A quantitative method to calculate the quality index and to assign the quality level has been elaborated. Ten MaaS services are assessed with the method. It was found that the journey comfort is regarded with significant importance among the respondents. Furthermore, the quality index of MaaS services is not high; accordingly, the service quality requires continuous improvement. Our method facilitates decision-making when planning MaaS to identify the expected service attributes.
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Ryan, Mandy. "A ROLE FOR CONJOINT ANALYSIS IN TECHNOLOGY ASSESSMENT IN HEALTH CARE?" International Journal of Technology Assessment in Health Care 15, nr 3 (lipiec 1999): 443–57. http://dx.doi.org/10.1017/s0266462399315312.
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The aim of this paper is to demonstrate the use of conjoint analysis (CA) in health services research. Conjoint analysis is first explained, with emphasis on the history of the technique, followed by an explanation of how to carry out such a study and how the results from such a study can be used. The technique is demonstrated with reference to a study that looks at the benefits of in vitro fertilization. It is shown how CA can be used to estimate the relative importance of attributes, the trade-offs individuals make between these attributes, willingness to pay if cost is included as an attribute, and utility or benefit scores for different ways of providing a service. The paper then considers the potential advantages of CA over other, more commonly used benefit assessment instruments. Finally, there is discussion of the issues raised in the design and analysis of CA studies. It is concluded that these issues must be addressed before the technique becomes an established instrument for technology assessment.
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Raj, Gaurav, Manish Mahajan i Dheerendra Singh. "Trust Decision Model and Trust Evaluation Model for Quality Web Service Identification in Web Service Lifecycle Using QSW Data Analysis". International Journal of Web-Based Learning and Teaching Technologies 15, nr 1 (styczeń 2020): 53–72. http://dx.doi.org/10.4018/ijwltt.2020010103.
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In secure web application development, the role of web services will not continue if it is not trustworthy. Retaining customers with applications is one of the major challenges if the services are not reliable and trustworthy. This article proposes a trust evaluation and decision model where the authors have defined indirect attribute, trust, calculated based on available direct attributes in quality web service (QWS) data sets. After getting training of such evaluation and decision strategies, developers and customers, both will use the knowledge and improve the QoS. This research provides web-based learning about web service quality which will be utilized for prediction, recommendation and the selection of trusted web services in the pool of web services available globally. In this research, the authors include designs to make decisions about the trustworthy web services based on classification, correlation, and curve fitting to improve trust in web service prediction. In order to empower the web services life cycle, they have developed a quality assessment model to incorporate a security and performance policy.
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Deshpande, Shilpa, i Rajesh Ingle. "Preferences based Customized Trust Model for Assessment of Cloud Services". International Journal of Electrical and Computer Engineering (IJECE) 8, nr 1 (1.02.2018): 304. http://dx.doi.org/10.11591/ijece.v8i1.pp304-325.
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<p align="LEFT">In cloud environment, many functionally similar cloud services are available. But, the services differ in Quality of Service (QoS) levels, offered by them. There is a diversity in user requirements about the expected qualities of cloud services. Trust is a measure to understand whether a cloud service can adequately meet the user requirements. Consequently, trust assessment plays a significant role in selecting the suitable cloud service. This paper proposes preferences based customized trust model (PBCTM) for trust assessment of cloud services. PBCTM takes into account user requirements about the expected quality of services in the form of preferences. Accordingly, it performs customized trust assessment based on the evidences of various attributes of cloud service. PBCTM enables elastic trust computation, which is responsive to dynamically changing user preferences with time. The model facilitates dynamic trust based periodic selection of cloud services according to varying user preferences. Experimental results demonstrate that the proposed preferences based customized trust model outperforms the other model in respect of accuracy and degree of satisfaction.</p>
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Liu, Qing, Guoming Du i Haijiao Liu. "A Quantitative Study on the Identification of Ecosystem Services: Providing and Connecting Areas and Their Impact on Ecosystem Service Assessment". Sustainability 14, nr 13 (29.06.2022): 7904. http://dx.doi.org/10.3390/su14137904.
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The spatial location relations between service-providing areas and service-demand areas determine the effective provision level of ecosystem services. Some scholars use the term ecological service flow to conceptualize the transmission path, transmission characteristics, and service benefits of the provision-oriented service type between service-providing areas and service-demand areas. A few scholars have characterized the transmission range and spatial unit characteristics of single or several ecosystem service types, such as production services and regulation services between the providing area and demand area based on landscape, region and global scale. The current literature lacks quantitative studies on the spatial location relations between providing areas and demand areas of ecosystem services and the actual level of ecosystem service provision at the municipal scale based on the demand for ecosystem services faced by cities. This study takes Jinan, China, as the research area, quantifies the providing areas, connecting areas and demand areas of seven services—namely, the air purification service, climate regulation service, flood prevention service, water pollution prevention service, water supply service, soil erosion prevention service, and habitat supply service—and analyzes the spatial relation characteristics of each element. On this basis, the Hellwig model is used to quantitatively analyze the impact of service-providing area and service-connecting area on regional overall ecosystem service assessment. The results prove that service-providing areas and service-connecting areas are the key units that affect the level of regional ecosystem service provision. The evaluation of regional ecosystem service provision level is inseparable from the identification of service-providing areas and service-connecting areas and the study of their attributes, characteristics, and spatial relations. Service-providing areas and service-connecting areas should be differentiated when developing strategies to optimize and improve the level of regional ecosystem service provision. Different optimization measures should be formulated according to the differences in unit attributes and service barriers in different areas. The results provide guidance for the optimization of ecosystem services to ensure the efficient and sustainable provision of regional ecosystem services and improve the actual benefits of service-demand groups or service-demand areas.
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Kaththota Ralalage, Niluka Harshani, K. R. N. Harshani, Ali Khatibi i S. M. Ferdous Azam. "Historical Evolution from Measuring Service Quality to Library User Experience:". International Journal for Innovation Education and Research 8, nr 2 (1.02.2020): 18–26. http://dx.doi.org/10.31686/ijier.vol8.iss2.2164.
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Experience reflects customers’ overall assessment of value rather than in relation to expectations, highlighting the importance of these perceptual attributes. These attributes reflect customers’ higher-order objectives leading to purchasing behavior better than technical aspects of service do, the latter subject to frequent changes due to technology and competition. Therefore perceptual attributes are more stable as the focus of evaluation of experience SERVQUAL focuses largely upon customers’ assessment of the service process and human interactions Individual components of a service encounter may be assessed as ‘good quality’, but that does not automatically mean that the overall experience is judged high quality, nor does measuring the components of service quality ensure that customers achieve their desired outcomes.
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Qiu, Hailian, Minglong Li, Billy Bai, Ning Wang i Yingli Li. "The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload". International Journal of Contemporary Hospitality Management 34, nr 4 (11.01.2022): 1374–98. http://dx.doi.org/10.1108/ijchm-08-2021-0960.
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Purpose Hospitableness lies in the center of hospitality services. With the infusion of artificial intelligence (AI) technology in the hospitality industry, managers are concerned about how AI influences service hospitableness. Previous research has examined the consequences of AI technology based on customers’ assessment while ignoring the key players in service hospitableness – frontline employees (FLEs). This study aims to reveal how AI technology empowers FLEs physically, mentally and emotionally, facilitating hospitableness provision. Design/methodology/approach As the starting point, the instrument for AI-enabled service attributes was designed based on previous literature, hotel FLE interviews, expert panel and a pilot survey, and then validated using survey data. After that, a paired supervisor-employee sample was recruited in 15 hotels, and 342 valid questionnaires covering the constructs were obtained. Findings Factor analyses and measurement model evaluation suggest that the four factors, including anthropomorphic, entertainment, functional and information attributes, explain the construct of AI-enabled service attributes well, with high reliability and validity. Additionally, anthropomorphic, functional and information attributes of AI technology have been found to enable FLEs physically, mentally and emotionally, which further lead to increased service hospitableness. The entertainment attributes do not significantly reduce physical and mental fatigue but lead to positive emotions of FLEs significantly. Additionally, psychological job demand moderates the effects of AI-enabled service attributes on physical fatigue. Practical implications Practical implications can be made for AI technology application and hospitableness provision, in terms of AI technology analysis, job design and employee workload management. Originality/value This research contributes to understanding AI-enabled service attributes and their consequences, extends the conservation of resources theory to AI application context and promotes the research on service hospitableness.
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Das, Shreya, i Debapratim Pandit. "Qualitative assessment of public facilities: the “public bus”". TQM Journal 28, nr 2 (14.03.2016): 275–94. http://dx.doi.org/10.1108/tqm-11-2014-0096.
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Purpose – The purpose of this paper is to develop a method to benchmark the service quality of any public facility based on users’ perception, by taking the case of “bus design”. While some researchers have defined level of service (LOS) for highways, transit system and pedestrian facility to measure their service quality, limited attempt has been made to measure users’ perception of service quality for other public facilities which cannot be described by quantitative service levels. Design/methodology/approach – In this research, an average weighted scoring technique has been integrated with the method of successive interval scaling to develop a five graded LOS scale that benchmarks users’ perception of service quality for “bus design”. The method has been exemplified by taking five types of buses currently operating in Kolkata that represent five types of “bus design”. This method can be applied for other public facilities. Findings – By applying the method an LOS scale from LOS A to LOS E was developed for “bus design” in Kolkata that represent users’ perception from “very good” to “very poor”. “Bus design” has been described by a list of attributes identified in this research. “Degree of criticality” of different design attributes based on users’ requirements was used to identify the key attributes for improvement which was also found to vary for different bus user groups in Kolkata. Originality/value – This research is the first ever attempt to benchmark service quality of a qualitative facility like “bus design” based on users’ perception instead of expert opinion as used by previous researchers.
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Silva, Simone Albino da, Denismar Alves Nogueira, Camila Maria da Silva Paraizo i Lislaine Aparecida Fracolli. "Assessment of primary health care: health professionals’ perspective". Revista da Escola de Enfermagem da USP 48, spe (sierpień 2014): 122–28. http://dx.doi.org/10.1590/s0080-623420140000600018.
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Objective To assess primary health care attributes of access to a first contact, comprehensiveness, coordination, continuity, family guidance and community orientation. Method An evaluative, quantitative and cross-sectional study with 35 professional teams in the Family Health Program of the Alfenas region, Minas Gerais, Brazil. Data collection was done with the Primary Care Assessment Tool - Brazil, professional version. Results Results revealed a low percentage of medical experts among the participants who evaluated the attributes with high scores, with the exception of access to a first contact. Data analysis revealed needs for improvement: hours of service; forms of communication between clients and healthcare services and between clients and professionals; the mechanism of counter-referral. Conclusion It was concluded that there is a mismatch between the provision of services and the needs of the population, which compromises the quality of primary health care.
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Lia Hananto, April, Shofa Sofiah Hilabi i Detrie Noviani. "Design of Customer Satisfaction Application at BCA Kcp Rengasdengklok Using C.45 Algorithm Method". Buana Information Technology and Computer Sciences (BIT and CS) 3, nr 1 (20.01.2022): 11–16. http://dx.doi.org/10.36805/bit-cs.v3i1.2048.
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Bank BCA always improves service quality by the slogan "Always By Your Side". The assessment consists of 4 attributes (time, accuracy, focus, and satisfaction). Each attribute has a weighted value of 1 (very dissatisfied) to 5 (very satisfied). The assessment is still done manually (using paper), therefore the authors in this study used the C.45 algorithm with 3 tests carried out to produce a classification obtained that the accuracy value reached 88.75% with an AUC value of 0.744 and testing on the application that was made resulted in 0.722. It can be concluded that service assessment at BCA KCP Rengasdengklok belongs to a fairly good classification group because its AUC value is between 0.70-0.80.
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Esmaeili, Ahmad, Reza Ahmadi Kahnali, Reza Rostamzadeh, Edmundas Kazimieras Zavadskas i Babak Ghoddami. "AN APPLICATION OF FUZZY LOGIC TO ASSESS SERVICE QUALITY ATTRIBUTES IN LOGISTICS INDUSTRY". TRANSPORT 30, nr 2 (30.05.2015): 172–81. http://dx.doi.org/10.3846/16484142.2015.1046402.
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Differentiation, growing competitive advantage, and excellence has been proved to be the result of service quality. At the same time, measuring attributes of service quality and customer satisfaction is fuzzy and ambiguous, and methods available for their measurement are generally classical. This paper proposes a fuzzy method to identify the service quality attributes. This approach was developed using crisp assessment methods in a logistics company. Applying the proposed fuzzy approach, service quality attributes and indicators are identified and then organized into 8 categories, to see the uncertainty level of each. The proposed method was successfully conducted in a real logistics company. The results show the membership degree of each indicator, suggesting customer expectations regarding quality. Also, the membership degrees of the service quality attributes suggest the ability of each to describe service quality in logistics industry.
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Chawuthai, Rathachai, Agachai Sumalee i Thanunchai Threepak. "GPS Data Analytics for the Assessment of Public City Bus Transportation Service Quality in Bangkok". Sustainability 15, nr 7 (23.03.2023): 5618. http://dx.doi.org/10.3390/su15075618.
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Evaluation of the quality of service (QoS) of public city buses is generally performed using surveys that assess attributes such as accessibility, availability, comfort, convenience, reliabilities, safety, security, etc. Each survey attribute is assessed from the subjective viewpoint of the service users. This is reliable and straightforward because the consumer is the one who accesses the bus service. However, in addition to summarizing personal feedback from humans, using data analytics has become another useful method for assessing the QoS of bus transportation. This work aims to use global positioning system (GPS) data to measure the reliability, accessibility, and availability of bus transportation services. There are three QoS scoring functions for tracking complete trips, on-path driving, and on-schedule operation. In the analytical process, GPS coordinates rounding is adopted and applied for detecting trips on each route path. After assessing the three QoS scores, it has been found that most bus routes have good operations with high scores, while some bus routes show room for improvement. Future work could use our data to create recommendations for policy makers in terms of how to improve a city’s smart mobility.
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Ingaldi, Manuela. "E-Service Quality Assessment According to Hierarchical Service Quality Models". Management Systems in Production Engineering 30, nr 4 (29.10.2022): 311–18. http://dx.doi.org/10.2478/mspe-2022-0040.
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Abstract E-commerce is becoming more and more popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide its services via the Internet is suffering heavy losses. Online shopping is largely different from traditional purchases, so their assessment should be made on the basis of different criteria. The aim of the paper was to assess the quality of services provided by the selected e-shop, in terms of its commercial services. The first stage of the research was the analysis of the literature in terms of hierarchical models of e-service quality, which in their structure indicate the areas of assessment. This allowed for the construction of the author’s hierarchical model of e-services and for making a list of attributes that were used in further research. On the example of the clothing e-shop, an analysis of the provided services was made, taking into account the opinions of its customers. The Importance Performance Analysis (IPA) was selected as the basis for conducting the survey research and analyzing its results, which facilitates the commenting of the obtained results. The research allowed to indicate the strengths and weaknesses of the examined e-shop, but also to identify areas requiring improvement in order to increase the quality of the offered services, as well as the customers satisfaction.
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Aklimawati, Lya, i Faila Sophia Hartatri. "Assessment of Service Quality Using Weighted SERVPERF Approach". Pelita Perkebunan (a Coffee and Cocoa Research Journal) 35, nr 1 (30.04.2019): 70–84. http://dx.doi.org/10.22302/iccri.jur.pelitaperkebunan.v35i1.352.
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Service quality is an important aspect that has a direct impact on company. In addition, it is to be one of the consumer’s judgement in purchasing a product or service. Tight business competition and high consumers’ interest in training services encourage companies to enhance their service quality. The aims of this research are (1) to assess the service quality of coffee cupping training using weighted SERVPERF; (2) to analyze consumers’ response to the service quality provided by management; and (3) to analyze the effect of service quality on word of mouth in which customer satisfaction as a moderator variable. This research was conducted in Indonesian Coffee and Cocoa Research Institute. Survey method was applied to collect primary data by using questionnaire. Judgement sampling was used to select 102 respondents. The data were analyzed by descrip- tive method and statistical analysis. Moderator regression analysis was applied to predict the effect of service quality on word of mouth in which customer satis- faction as a moderating variable. The research found that the perceived service quality of coffee cupping training was 3.736 which categorized in relatively good on providing services. There were 3 attributes of service quality that must be immediately improved, among others (i) conformity of materials, visual practices and information provided by instructors to consumers’ needs; (ii) understand- able and up to date training materials; and (iii) duration of the training is matching with the consumers’ demand. The result of moderator regression analysis showed that interaction between service quality and customer satisfaction was not signifi- cant to word of mouth. Thus, customer satisfaction could not act to moderate in providing a better understanding of relationship between service quality and word of mouth than each variable on the model. There are expected external factors beyond the existing models that influences on word of mouth.
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Vásquez, William F. "A validity assessment of consumer satisfaction to measure performance of water services in Guatemala". Journal of Water, Sanitation and Hygiene for Development 5, nr 2 (27.04.2015): 301–9. http://dx.doi.org/10.2166/washdev.2015.007.
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This article studies the validity of consumer satisfaction reports as a tool for assessing the performance of water services in Guatemala. Using survey data from 500 households, item-total correlations and Cronbach's alpha coefficients were computed and a factor analysis was conducted to investigate whether qualitative measures of consumer satisfaction with service hours, water treatment, pressure and prices are associated with a single latent scale. In addition, probit and regression models were estimated to identify underlying factors that influence consumer satisfaction. Results show that a considerable percentage of respondents are dissatisfied with current water services, particularly with the number of daily hours of water provision and pressure levels. Findings also indicate that consumer satisfaction is related to service attributes (i.e. frequency of service interruptions and pressure levels) and some personal characteristics. This lends some support to using consumer satisfaction reports, with due caution, to assess service performance in contexts where performance indicators are lacking.
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Raman, Ranjeet Kumar Raman. "Quantitative Assessment of Destination Service Quality of the Buddhist Circuit Using Relative Importance Index". Journal of Business and Management Studies 5, nr 3 (25.05.2023): 65–71. http://dx.doi.org/10.32996/jbms.2023.5.3.6.
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This paper aims to quantitatively assess the destination service quality of the Buddhist Circuit, a network of sacred Buddhist sites located in India. The quality of destination services is critical to visitor satisfaction, which, in turn, affects the sustainability of the tourism industry. Despite the popularity of the Buddhist Circuit as an iconic tourism circuit, little is known about the quality of services offered at the site, which could impact the overall visitor experience. A quantitative research design is followed based on a structured questionnaire survey. The empirical data for the study was collected at five prominent destinations along the Buddhist Circuit: Bodh Gaya, Nalanda, Rajgir, Vaishali, and Sarnath. The data gathered from the survey was analyzed using the relative importance index (RII) method. The study identified key service attributes that shape the destination service quality of the Buddhist Circuit and highlighted areas for improvement. The study provides valuable insights for policymakers, destination management organizations (DMOs), and service providers to enhance service quality and improve the visitor experience at the Buddhist Circuit.
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Ford, Deana, Sueanne E. McKinney i Cynthia L. Tomovic. "An Inquiry into the Self-Evaluation of Star Teacher Characteristics Necessary for Successful Urban Teaching". Journal of Urban Learning, Teaching, and Research 15, nr 1 (16.12.2020): 4–29. http://dx.doi.org/10.51830/jultr.1.
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This study examines the degree of agreement between three Haberman Foundation-trained facilitators’ interviews and pre-service teachers’ self-evaluations of behavioral attributes associated with successful urban teaching. Using a quasi-experimental design research approach, data for this investigation was collected from 17 subjects who are all pre-service teacher candidates enrolled in an urban, metropolitan, co-educational research university. The Star Teacher Selection Interview and the Urban Teacher Behavioral Self-Evaluation Assessment served as the assessment instruments. Overall, findings revealed that the trained interviewers rated the pre-service teacher participants much lower on many of the behavioral attributes associated with successful urban teaching than did the subjects themselves.
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Liou, James J. H., Artūras Kaklauskas, Ming-Tsang Lu i Yen-Ching Chuang. "IMPROVING STRATEGIC ORIENTATIONS FOR PROMOTING HOTEL SERVICES USING AN INTEGRATED ROUGH MAGDM MODEL". Technological and Economic Development of Economy 25, nr 2 (14.02.2019): 188–218. http://dx.doi.org/10.3846/tede.2019.8419.
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This study aims to assist decision makers to improve hotel service performance by developing strategic orientations. Strategic orientations are imprecise and subjective: they vary according to domain experts’ opinions and practical experience. This study develops an integrated rough multiple attribute group decision-making (MAGDM) model that supports decision makers to acquire a systematic view of strategic methods for improving performance to the desired level. The model incorporates three methods. First, we use the rough number approach to determine group opinions from the practical experience of domain experts. We then apply the rough decision making trial and evaluation laboratory (DEMATEL)-based analytic network process to develop a rough influential network relation map (RINRM). The rough influential weights based on strategic orientations and their corresponding attributes are calculated. Finally, we use the modified complex proportional assessment of alternatives with gray relations (mCOPRAS-G) and the influential weights to calculate the relationship ratio between performance and aspiration level. Our model flexibly assesses the vagueness involved in decision-making, enabling more objective expert estimation of attributes in subjective surroundings than traditional multiple attributes decision-making models. We use the Taiwanese hotel industry as an empirical case study. Our study provides useful information on how to enhance hotel services and achieve optimal performance based upon expert judgments and the RINRM. The results show that customer orientation is the optimal strategy for hotel service promotion.
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Mittal, Vikas, Kyuhong Han, Ju-Yeon Lee i Shrihari Sridhar. "Improving Business-to-Business Customer Satisfaction Programs: Assessment of Asymmetry, Heterogeneity, and Financial Impact". Journal of Marketing Research 58, nr 4 (29.06.2021): 615–43. http://dx.doi.org/10.1177/00222437211013781.
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Business-to-business (B2B) companies devote significant resources to measure customer satisfaction but lack guidance on critical aspects of implementing satisfaction programs. Accordingly, executives ask: (1) What are the key strategic attributes driving B2B customer satisfaction? (2) Are the strategic attributes satisfaction balancing, satisfaction maintaining, or satisfaction enhancing based on the pattern of asymmetry? (3) Do the sign and magnitude of asymmetry vary across industry and customer subgroups? and (4) Is there a generalizable link between satisfaction and financial performance for B2B firms? Study 1 uses qualitative and secondary research to identify and validate eight strategic attributes pertinent to B2B companies: quality of product/service, pricing, safety, sales process, project management, corporate social responsibility, communication, and ongoing service and support. Study 2 examines industry-subgroup heterogeneity in the nature of asymmetry across industries, then links satisfaction with performance (i.e., sales). Study 3 finds customer-subgroup heterogeneity in the nature of asymmetry within the customer base of a B2B service provider, then links satisfaction with performance (i.e., dollar value of purchase).
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IMPA, JANEANE NICOLLE, RIKA KAWAI, ALEXIA MAE OCAMPO i FULEPRO ALBERTO MADRILEJOS. "MANILAS’ LUXURY HOTELS USING SERVQUAL FRAMEWORK: COMPREHENSIVE ASSESSMENT FROM ONLINE TRAVEL AGENCIES’ REPORTS". Quantum Journal of Social Sciences and Humanities 4, nr 4 (28.08.2023): 233–52. http://dx.doi.org/10.55197/qjssh.v4i4.271.
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Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. The ability to distinguish between positive and negative reviews at luxury hotels according to SERVQUAL attributes of tangibility, reliability, empathy, responsiveness, and assurance could help hotels identify problems, prioritize solutions, and offer better services to Luxury hotels. The study outcomes will assist hotel management in gaining complete knowledge of client complaints regarding service difficulties and promoting service enhancements. This study was conducted to examine and analyze the content of positive and negative customer reviews from Booking.com, Expedia, and TripAdvisor in five-star hotels in Manila. SERVQUAL dimensions were used to classify positive and negative reviews from the selected OTAs in five-star hotels in Manila. Findings revealed that the responsiveness dimension in the recreational services area received the highest number of customer reviews than any other service area of the hotels gathered from the selected OTAs of the study.
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Singh, Sanjay. "Assessment of Passenger Satisfaction with Public Bus Transport Services: A Case Study of Lucknow City (India)". Studies in Business and Economics 11, nr 3 (1.12.2016): 107–28. http://dx.doi.org/10.1515/sbe-2016-0039.
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AbstractThe main aim of this study is threefold. First, it tries to assess the passenger satisfaction with public bus transport services in the city of Lucknow in India. Second, it tries to examine the service quality attributes that influence the passenger satisfaction. Third, it tries to evaluate the relative importance of service quality attributes to find out the priority for service quality improvements to enhance passenger satisfaction. The study is based on a survey of objective as well as subjective questions conducted between May and July 2014. Five major bus stops of Lucknow were selected for the survey. Total 148 respondents were randomly selected to elicit their overall satisfaction and factors that influence their satisfaction in the use of public bus transport services in Lucknow using a self-rated questionnaire. The collected sample of responses is subjected to principal component analysis, a statistical technique for dimensionality reduction of the dataset, and descriptive analysis. The result of theses analyses shows that passengers are mostly dissatisfied with public bus transport services in Lucknow. Using principal component analysis, five underlying factors were extracted that influenced passenger satisfaction with public bus transport services in the city. Out of these five factors, comfort and safety has the greatest impact on overall satisfaction, followed by the adequacy of capacity of public bus transport services, orderly and clean environment inside buses, elegant design of buses and bus stops, and accessibility to public bus transport services in the city. The study thus provides a direction for public bus transport administration in the city to understand the gaps that exist and try to fill them to improve its services so that passenger satisfaction can be enhanced and consequently more people can be attracted towards public bus transport.
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Basaran, Murat Alper, Seden Dogan i Kemal Kantarci. "On modeling of responses generated by travel 2.0 implementation: fuzzy rule-based systems". International Journal of Contemporary Hospitality Management 32, nr 4 (16.03.2020): 1503–22. http://dx.doi.org/10.1108/ijchm-03-2019-0279.
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Purpose Web 2.0 applications enable travelers to evaluate several services and assessment attributes. Constructed websites in several languages trigger a new way of data collections resulting in data streams leading to the accumulation of vast amounts of data, called big data. The need for analysis is in high demand. This study aims to construct a model to investigate which single attribute or interrelated ones having an impact on the performances of hotels. Design/methodology/approach The total number of 1,137 observations collected from the website HolidayCheck.de are used from the hotels in the Bavaria region in 2016. Bavaria is a region where both domestic and foreign travelers mostly prefer to visit. Fuzzy rule-based systems, which is a combination of fuzzy set theory (FST) and fuzzy logic, are used. Although the FST is used to convert linguistically expressed perceptions by travelers into mathematically usable data, fuzzy logic is used to construct a model between service attributes and price-performance (PP) to attain the set of single and interrelated attributes on the assessment of PP. Findings No single attribute plays a key role in PP assessment. However, two or more interrelated combinations have different impacts on PP. For example, when “Food—Drink” and “Room” moves together from average to good level, PP reaches the highest level of assessment. Research limitations/implications Accessibility to too much data is difficult. Practical implications A model can be continuously run so that any changes can be observed during the incoming of data. Social implications As the consumer reviews and ratings are the crucial source of information for other travelers, hoteliers must monitor and respond them on time in order to deal with the complaints. Originality/value Travelers’ perceptions or evaluations are treated with a FST that measures the impression of human beings. New modeling enables researchers to observe not only any single attribute but also interrelated ones on the PP.
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Ratcliffe, Julie, i Martin Buxton. "PATIENTS' PREFERENCES REGARDING THE PROCESS AND OUTCOMES OF LIFE-SAVING TECHNOLOGY". International Journal of Technology Assessment in Health Care 15, nr 2 (maj 1999): 340–51. http://dx.doi.org/10.1017/s0266462399015263.
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The economic technique of conjoint analysis was used to assess the relative importance of health outcome versus several process attributes (e.g., waiting time, continuity of contact with the same medical staff) in determining patients' preferences for liver transplantation services. The attributes were established by reference to the literature and through initial qualitative interviews with liver transplant recipients (n = 12). Following a pilot study of 40 patients, a sample of patients (n = 213) who have received a liver transplant at the Queen Elizabeth Hospital in Birmingham were surveyed. The technique of conjoint analysis was used to ascertain the relative importance of the attributes included in the exercise and to estimate the marginal rates of substitution (MRS) between different attributes. A useable response rate of 89% was achieved. Although a small proportion of respondents (15%) exhibited dominant preferences for the chance of success attribute, the majority of respondents indicated that they would be prepared to exchange a reduction in health outcome for an improvement in the process characteristics of the liver transplantation service. The results of this study have potentially important implications for the assessment of the benefits of medical technologies since they suggest that, even in the extreme case of life-saving interventions, the preferences of respondents may not be dependent solely upon health outcomes but may also be determined by attributes associated with the process of care.
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Vatankhah, Sanaz, Mansour Zarra-Nezhad i Ghanbar Amirnejad. "An empirical assessment of willingness to accept “low-cost” air transport services: Evidence from the Middle East". Journal of Tourism and Services 10, nr 18 (29.05.2019): 79–103. http://dx.doi.org/10.29036/jots.v10i18.92.
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Despite the rapid growth of low-cost airlines in the U.S. and Europe, yet little is known about the feasibility of such services in developing and less developed countries. In such a region, hence, the purpose of this study is to investigate passengers’ preferences and willingness to accept low-cost air transport services. Accordingly, a choice experiment was applied to examine passenger choices associated with a bundle of service attributes applicable to low-cost air transport service. Results of multinomial logit models defined fare, frequent flyer program, food and beverage services, ground services, flexibility, frequency and punctuality as determining factors affecting passengers’ air transport choice in Iran. Results further demonstrated that passengers’ preferences and their willingness to accept low-cost air transport service are associated with their socio-economic characteristics and travel behavior. This study contributes to the relative body of knowledge through offering willingness to accept calculation as a strategic tool to assess the feasibility of low-cost air transport provision in a region where such services are yet scarce.
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Philip, George, i Jonathan Stewart. "Assessment of the service quality of a cancer information service using a new P‐C‐P attributes model". Managing Service Quality: An International Journal 9, nr 3 (czerwiec 1999): 167–79. http://dx.doi.org/10.1108/09604529910267073.
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Kuncoro, Dwiyanto, Ridwan Abimanyu, Ridwan Kurniawan i Khaerul Umam. "Analisis Tingkat Kepuasan Pelanggan Pada Pelayanan Lahan Parkir Menggunakan Metode Service Quality". IMTechno: Journal of Industrial Management and Technology 3, nr 2 (13.07.2022): 121–27. http://dx.doi.org/10.31294/imtechno.v3i2.1228.
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This research was conducted to provide an assessment by observing the services and facilities applied to the campus parking lot at one of the universities. To support this research, we also collected data by distributing questionnaires to the parking lot users. In conducting the assessment, we use the Service Quality method which refers to five kinds of satisfaction attribute methods, namely reliability, responsiveness, tangible, assurance, and empathy. The assessment will be grouped based on these five kinds of attributes and the difference or distance between reality and expectations from the level of satisfaction, if the distance between reality and expectations is getting closer, the level of customer satisfaction will be higher, on the contrary if the distance between the two is getting further, the level of satisfaction will be lower. In these observations, we obtained some data and conclusions where the lowest level of satisfaction was found in the assurance assessment section, which means that the form of accountability applied to the parking lot service is still relatively low and still needs to be improved. The advice we give is to change the policy so that the form of responsibility that is applied can be improved, such as applying a warranty in the event of a loss of either the vehicle or driving equipment or conducting a search and repair in the event of loss or damage to either the vehicle or driving equipment.
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Petrovskaya, Irina, i Araksya Mirakyan. "A mission of service: social entrepreneur as a servant leader". International Journal of Entrepreneurial Behavior & Research 24, nr 3 (8.05.2018): 755–67. http://dx.doi.org/10.1108/ijebr-02-2016-0057.
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Purpose The purpose of this paper is to establish a conceptual link between the research domains of social entrepreneurship and servant leadership by exploring the proposition that social entrepreneurs may have specific leadership attributes that allow classifying them as servant leaders. Design/methodology/approach Five servant leadership attributes were identified based on the literature review: altruism, humility, integrity, trust in others and empathy. In an exploratory study, these attributes were examined in a sample of 78 Russian entrepreneurs. Findings Survey results indicate that social entrepreneurs indeed differ from traditional ones in four of the perceived servant leadership attributes: altruism, integrity, trust in others and empathy. However, no differences in humility between social and traditional entrepreneurs were found. Research limitations/implications The limitations of this study are the sample size and the sampling technique used (targeted and snowball sampling). Another limitation is the nature of the instrument used: servant leadership attributes were measured through a self-assessment questionnaire, making it susceptible to a social desirability bias. The study contributes toward setting a future research agenda for the further studies of both social entrepreneurship and servant leadership. Originality/value This paper introduces a conceptual connection between social entrepreneurship and servant leadership. No such study had been reported prior to this research.
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Coelho, Richard J., i Norma F. Dillon. "A Survey of Elderly Persons with Developmental Disabilities". Journal of Applied Rehabilitation Counseling 21, nr 1 (1.03.1990): 9–15. http://dx.doi.org/10.1891/0047-2220.21.1.9.
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The present study addresses the development and utilization of a needs assessment survey to examine demographic characteristics, adaptive functional skills, clinical service needs and psychosocial attributes of a population of elderly persons with developmental disabilities. The population consisted of sixty-seven persons, age fifty-five years or older, in receipt of services from a comprehensive, mental health service delivery system in Michigan. Based on findings, several areas of service were targeted for agency scrutiny and action to assure quality service provision for the elderly population studied: 1) Increased health and sensory monitoring; 2) Improved diagnostic assessment and service planning processes for service differentiation to meet the unique characteristics of the population; and 3) Expanded generic service options to increase interaction within society and with age peers without disabilities. Rehabilitation professionals are urged to take a proactive role in the evaluation of current program delivery models serving elderly persons with developmental disabilities and in the development of Innovative community based programs to accommodate their complex and changing social, health, and habilitation needs.
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Hartini, Sri, i Lesti Hartati. "ANALISIS PREFERENSI MASYARAKAT TERHADAP RESTORAN CEPAT SAJI DI KOTA BOGOR". JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) 3, nr 1 (30.06.2017): 16–28. http://dx.doi.org/10.34203/jimfe.v3i1.436.
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ABSTRACTThe objectives of this research are: (1) to identify the most important environmental factors that led to a variety of consumer preferences for fast food restaurants in Bogor; (2) to measure the relative performance of consumer satisfaction attribute in fast food restaurant industry in Bogor by using approach of importance performance analysis; and (3) to identify the pattern of competition among fast food restaurants in Bogor City with the use of SPSS scoring method. Data analysis method used is Fischbein analysis consist of quantitative analysis and qualitative analysis. The results showed that: 1) hygiene factors should be put forward because the concept of fast food restaurants attract more consumers from middle to upper economic level, and of course it is critical to give an assessment of the condition or circumstances in all aspects of the service from fast food restaurants; 2) the level of service provided to the consumer most attributes are in the low priority position matrix with the percentage of 53%, the attribute on the matrix to maintain the achievement is in the second with the percentage of 33%, followed by the main priority attribute is only 9% and the last attribute on the matrix excessive with percentage of 5%. This means there are still many attributes that do not have significant effectiveness to the services provided by each attribute; 3) can be determined the average total scoring of KFC restaurant (20.56, 14%), McD restaurant (18.29, 12%), Pizza Hut restaurant (16.67, 11%), Trio restaurant (15.98,11%), restaurant of Simpang Raya (15.96,11%), Burger Kings restaurant(15.87,10%, Rumah Anai restaurant, (15.18; 10%), and Dominos restaurant (14.83,10%).Keywords: Community Preference, Fast Food Restaurant, and Bogor City
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Pribadi, Eka Satria, P. Poningsih i Heru Satria Tambunan. "Analisa Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengadilan Agama Pematangsiantar Menggunakan Algoritma C4.5". Brahmana : Jurnal Penerapan Kecerdasan Buatan 2, nr 1 (30.12.2020): 33–40. http://dx.doi.org/10.30645/brahmana.v2i1.46.
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The purpose of this study was to determine how much the level of community satisfaction with services in the Pematangsiantar Religious Court. In this study, researchers used the data mining technique C.45 algorithm. The source of research data used is by giving questionnaires to the community. In this case the researchers used the assessment attributes, among others: Service, ability, behavior, cost, and infrastructure. In this study the alternative used as a sample is Pematangsiantar City Community. the results of this study will become input for the Pematangsiantar Religious Court to provide the best possible service so that the community is satisfied with the service.
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Saputra, Arie, i Sofiyanurriyanti Sofiyanurriyanti. "Analisis Kepuasan Pelanggan terhadap Kualitas Pelayanan Jasa Ekspedisi dengan Metode Servqual dan Data Envelopment Analysis (DEA) di Kota Meulaboh". Jurnal Sistem Teknik Industri 23, nr 1 (29.01.2021): 82–96. http://dx.doi.org/10.32734/jsti.v23i1.4773.
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Assessment of service performance is important for the sustainability and existence of the company in the market. Objective performance measurement can be done to see the internal strength of the company and can also show how the company competes with companies that cover the same area. J&T Express Meulaboh, which is a shipping service company in Meulaboh City, has never measured customer satisfaction, the management considers the services provided to be quite good, seen from visitors who use their services. An assessment of the company's performance has not been carried out so that it is not maintained whether it has used its resources efficiently and optimally. Measurement of company service performance is carried out using the Service Quality (Servqual) method to measure the level of customer satisfaction and the Data Envelopment Analysis (DEA) method to measure the company's efficiency value. The result of the 5 servqual gap calculation shows that all service quality attributes owned by J&T Express Meulaboh are negative, which indicates that J&T Express service performance has not met the expectations of customers who use its services. The results of calculations using the DEA method show that J&T Express Meulaboh is quite good and efficient with an efficient value of 1.
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Shyam, Devatha Radhae, i Hugh Williams. "Correspondence from substance misuse services – what do general practitioners really want?" Psychiatric Bulletin 30, nr 8 (sierpień 2006): 292–94. http://dx.doi.org/10.1192/pb.30.8.292.
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Aims and MethodTo improve the quality of correspondence by identifying what general practitioners (GPs) regarded as the important attributes in patient letters from a substance misuse service. A postal questionnaire survey was carried out to determine the views of general practitioners in Brighton and Hove City.ResultsResponses were obtained from 32 out of 45 GP surgeries (71%) and indicated that correspondence should be prompt, concise and regular. An assessment summary, management plan and clear medication prescribing arrangements between primary and secondary services were considered particularly important.Clinical ImplicationsNew quality standards for correspondence to GPs have been implemented by the Brighton Substance Misuse Service. These might be of interest to other such services.
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Anwar, Yuli, i Syamsul Anwar. "Analisis Kepuasan Mahasiswa Terhadap Kualitas Pelayanan pada Politeknik kent Bogor Tahun 2009". Jurnal Ilmiah Binaniaga 5, nr 1 (31.01.2019): 57. http://dx.doi.org/10.33062/jib.v5i1.217.
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Quality and customer satisfaction are closely related, the quality of giving a boost to consumers to establish a very strong bond with the company. In the long term bond like this allows companies to thoroughly understand the expectations which the firm maximizes the consumer’s experience of fun and minimize or eliminate unpleasant experience. Because customer satisfaction in turn can create customer loyalty or loyalty to companies that provide satisfactory service quality. The value of service quality performance variables are 143-286, with the average value of 3.31 or assessment the position is quite satisfied. While the assessment of service expectations variable is between 240-294, with the average value of 3.91 or assessment on the position on an important value. Picture of student satisfaction with the service by the Politeknik KENT Bogor can be seen from the diagram on the Cartesian Quadrant II which containts the attributes that have given satisfaction to the students. These are attributes that must be maintained so that student satisfaction is always achievied (a) The building is owned by adequale, (b) The appearance and comfort of the lobby, (c) Clean and tidy room lecturers, (d) Clean and comfortable classrooms, (e) Officers can provide timel, (f) Officers are always ready willing to help in times of need, (g) the officer did not show the impression busy in welcoming the arrival of students, (h) officers always instill confidence in students, (i) the officer behaved in providing services, and (j) students feel secure to do transactions with the institution.