Managing service quality

Policymakers and healthcare managers globally are increasingly focused on collecting Patient Experience (PE) Data to identify information and issues that require improvement for enhancing service quality. For several years, the Ho Chi Minh City Blood Transfusion and Hematology Hospital has prioritized improving patient experience and satisfaction with its services.

12p viwalton 02-07-2024 1 1   Download

Intensive Care Unit (ICU) capacity management is essential to provide high-quality healthcare for critically ill patients. Yet, consensus on the most favorable ICU design is lacking, especially whether ICUs should deliver dedicated or non-dedicated care. The decision for dedicated or non-dedicated ICU design considers a trade-off in the degree of specialization for individual patient care and efficient use of resources for society.

9p vishanshan 27-06-2024 1 1   Download

The implementation time of continuous nursing improvement based on the direct reporting system was the demarcation point. We retrospectively collected and analyzed nursing adverse event reports and hospitalization data from Xiangtan Central Hospital before implementation (2015–2018) and after implementation (2019–2022).

7p vishanshan 27-06-2024 1 1   Download

This paper aims to instigate discussion and publication of methodologies applied to enhance quality management through comprehensive scientific reports. It provides a detailed description of the design, implementation, and results of the quality control program employed in the SMESH study.

7p vishanshan 27-06-2024 2 1   Download

LPBank a relatively young joint-stock commercial bank, has identified its direction as being a market-responsive leader. To effectively compete with domestic and international counterparts, LPBank requires sustainable business solutions to increase income.

9p leminhvu111 07-06-2024 1 0   Download

This paper presents performance measurement at the higher education concerning in customers and stakeholders’ perspective using the Analytic Hierarchy Process (AHP) method. AHP is a quantitative method which can deal with complicated decision-making problem for evaluation. Total of four main criteria and 26 sub-criteria were identified as significant to the customers and stakeholders’ perspective.

8p longtimenosee10 26-04-2024 3 1   Download

In recent years, Vietnam freight forwarding industry is growing and contributing significantly to the national GDP. However, the efficiency in providing service delivery at the domestic firms is not high to compete with multinational companies that are strong potential and finance. There have been many studies on freight forwarding, but mainly qualitative research and other studies are in-depth analysis logistics. T

7p longtimenosee10 26-04-2024 2 1   Download

Supply chain management practices (SCMP) have progressively emerged as a contingent factor in improving sustainable performance in universities. More and more organisations including the manufacturing and service sectors are making use of SCM to improve their performance. This study aims to develop an effective instrument to measure SCM practices with reliable predictors to enhance product quality and business performance in education industries in Malaysia.

10p longtimenosee10 26-04-2024 4 1   Download

The purpose of this study is to validate the links among factor influencing tourists to revisit of an Islamic destination towards Muslim amenities and lifestyle, cognitive destination image and quality of service on a traveller’s intention to revisit Islamic tourism destination. All the data was being collected using a self-administered approach questionnaire.

6p longtimenosee10 26-04-2024 4 1   Download

This paper evaluates sustainable urban bus service quality based on passenger perception and expectation in local tourism destinations in order to attain a comprehension of tourists’ attitudes towards local public transport. The study focuses on the combination of route 101 and 102 by Rapid Penang bus to investigate passenger satisfaction because the bus is the main public transport used by most tourist who use both routes. Data collection by questionnaire survey from 201 valid questionnaires was analysed using sustainable assessment model for both routes.

6p longtimenosee10 26-04-2024 5 1   Download

The purpose of this paper is to provide the foundation for third-party logistics (3PL) firms to become niche logistics providers. The development of this paper is based on a comprehensive literature review drawn from a total of 114 academic researches. The review reveals that 3PL firms need to consider uniqueness in the development of both their capability and service performance.

6p longtimenosee10 26-04-2024 4 1   Download

Fashion must have value and purpose and truly resonate to the consumer. Strong brands with consistent powerful messages can create loyalty and a sense of worth that transcends the burden of choice. Therefore, this study is carried out to identify the factors that influenced brand loyalty towards supply chain of Muslimas fashion (Hijabs) in Malaysia. Based on a review of the existing literature in a range of fields, this study proposes that brand loyalty indicates the importance of brand name, product quality, price, store environment, promotion, service quality and style.

7p longtimenosee10 26-04-2024 3 1   Download

In theory, the integration of Kano Model and SERVQUAL into Quality Function Deployment is to remove the assumption of linear and to offer innovative input. Kano Model characterizes attributes for product or services based on the level of customer satisfaction towards the attributes. Indirectly it can facilitate SEVQUAL to determine level of priority to the improvement process required by the organisation based on certain categories requested, in which this is going towards into the improvement of customer satisfaction.

5p longtimenosee10 26-04-2024 1 1   Download

This concept is implemented in a number of developed countries in Asia, Europe and America. Russia is also exploring and attempting to implement the concept of "smart city".Researchers recognize the impact of the digital economy on the quality of the urban environment, with particular attention being paid to developing a methodology for assessing the needs of citizens in various digital services as components of the digital economy environment in the context of improving the quality of the urban environment.

4p longtimenosee10 26-04-2024 1 1   Download

In this study, the focus is to identify the critical supplier selection criteria such as supplier quality, performance delivery, supply service, cost and estimate their influence towards buyer’s satisfaction which later on, narrate a path for a buyer-supplier long term relationship. Two hundred eighty-eight respondents with a minimum one year of working experience in handling suppliers in the semiconductor industry in Penang, Malaysia, participated in this research.

12p longtimenosee10 26-04-2024 5 1   Download

This study summarizes a sample of the managers of the Iraqi cellular communications company with 84 employees. The company is a service organization responsible for providing integrated telecommunications services. As a management system that uses human, technical, material and financial resources, its size and value increase in line with technical progress. The demand for telecommunication services is increasing for several factors, the most important being the only means available to the majority and to the increase in population.

6p longtimenosee10 26-04-2024 1 1   Download

The study has used qualitative exploratory case study through semi-structured interviews. The interviews were conducted by the project manager, coordination officer, and supply manager from humanitarian NGOs providing educational services for Syrian refugees in their offices in Amman. The results were analysed based on the interviews, conducted among employees.

9p longtimenosee10 26-04-2024 2 1   Download

Large waiting times at enterprises meeting rooms are a cause of dissatisfaction to employees, because additional stress to enterprises staff, increase the risk of contagion and add complications for employees with working conditions based on the supply chain management. Reducing waiting times and improving the quality of service and efficiency of a small and medium sized enterprises: this is a recently growing focus on meeting. Small and medium sized enterprises in Russia wants to identify and reduce large waiting times at their meeting room.

9p longtimenosee10 26-04-2024 3 1   Download

The purpose of this article is to study the factors affecting the quality of audit services of financial statements of enterprises listed on the Vietnamese stock market by independent auditing firms. The study was carried out with an audit of the financial statements of 825 enterprises listed on the Vietnamese stock market. The research results show that a number of factors have a significant influence on the quality of the audit of financial statements, such as the size and reputation of the audit firm, the tenure of the audit firm, and the auditor independence.

7p longtimenosee09 08-04-2024 4 1   Download

Digital transformation in banking integrates digitalization and technology into all banking sectors. This integration has great significance to the development of the banking industry in modifying and upgrading business processes and optimizing customers’ needs in banking services. However, there are still challenges in the new context after Covid 19, artificial intelligence, information security in the industrial revolution 4.0, high-quality personnel, and governance at digital banks.

14p longtimenosee09 08-04-2024 4 2   Download