scholarly journals Application of Multilineal Regression Model for Measuring the Impact of Maintenance Service Providers’ Quality on Overall Healthcare Service Quality

2014 ◽  
pp. 88-95
Author(s):  
Antonio Miguel Cruz ◽  
Adriana Maria Rios Rincon
Keyword(s):  
Service Quality ◽  
Regression Model ◽  
Healthcare Service ◽  
Service Providers ◽  
Maintenance Service ◽  
The Impact

Measuring the Performance of Maintenance Service Outsourcing

2013 ◽  
Vol 47 (6) ◽  
pp. 524-535 ◽  
Author(s):  
Antonio Miguel Cruz ◽  
Adriana Maria Rios Rincon ◽  
Gregory L. Haugan
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Cox Model ◽  
Turnaround Time ◽  
Spare Parts ◽  
High Positive Correlation ◽  
User Training ◽  
A Value ◽  
Maintenance Service

The aims of this paper are (1) to identify the characteristics of maintenance service providers that directly impact maintenance service quality, using 18 independent covariables; (2) to quantify the change in risk these covariables present to service quality, measured in terms of equipment turnaround time (TAT). A survey was applied to every maintenance service provider (n = 19) for characterization purposes. The equipment inventory was characterized, and the TAT variable recorded and monitored for every work order of each service provider (N = 1,025). Finally, the research team conducted a statistical analysis to accomplish the research objectives. The results of this study offer strong empirical evidence that the most influential variables affecting the quality of maintenance service performance are the following: type of maintenance, availability of spare parts in the country, user training, technological complexity of the equipment, distance between the company and the hospital, and the number of maintenance visits performed by the company. The strength of the results obtained by the Cox model built are supported by the measure of the Rp,e2 = 0.57 with a value of Rp,e= 0.75. Thus, the model explained 57% of the variation in equipment TAT, with moderate high positive correlation between the dependent variable (TAT) and independent variables.

scholarly journals Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

2016 ◽  
Vol 8 (6) ◽  
pp. 77 ◽  
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said M. Gattoufi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Service Industry ◽  
Service Providers ◽  
Operational Efficiency ◽  
Service Industries ◽  
Empirical Validation ◽  
Continuous Training ◽  
Telecom Service ◽  
The Impact

<p>A research study was initiated to investigate the impact of emotional intelligence on employees’ satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries.</p><p>The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees’ commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees’ engagement and involvement. Engaged employees value customers’ expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users’ satisfaction. It can be sustained through employees’ continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees’ emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company.</p>

Service quality in public health clinics: perceptions of users and health professionals

2017 ◽  
Vol 30 (8) ◽  
pp. 680-692 ◽  
Author(s):  
Domingos Fernandes Campos ◽  
Rinaldo Bezerra Negromonte Filho ◽  
Felipe Nalon Castro
Keyword(s):  
Public Health ◽  
Service Quality ◽  
Health Professionals ◽  
Healthcare Service ◽  
Service Providers ◽  
Public Health Services ◽  
Content Type ◽  
Health Clinics ◽  
Public Health Clinics ◽  
The City

Purpose The purpose of this paper is to investigate the expectations and quality gaps in services provided at city public health clinics in the city of Natal, Brazil, from the perspective of patients and healthcare service providers. Design/methodology/approach The research sample consisted of 1,200 patients who used public health services and 265 providers – doctors, nutritionists, physiotherapists, psychologists, pharmacists and managers at three health clinics in the city of Natal, Brazil. A scale with 25 health service attributes was used in data collection. Summary statistics and t-test were used to analyze the data. Findings The results show that the providers think that users have lower levels of expectations than those indicated by the users in all attributes. Providers and users have the most approximate insights into what attributes are considered most important: explanations, level of knowledge and attention dispensed by health professionals. Users and providers perceived similar quality gaps for most of the attributes. The gaps were statistically the same, when comparing the mean quality shortcomings by means of a Student’s test, considering a significance level of 5 percent, obtained independently by the manifestation of users and providers. Research limitations/implications The results reveal only a photograph of the moment. The study did not consider the differences that may exist between groups with different income levels, genders or age groups. A qualitative study could improve the understanding of the differences and coincidences of the diverse points of views. A more advanced research could even study possibilities so that health managers could promote changes in the service, some of them low cost, as the health professionals training for contact with patients. Practical implications The evaluation of the service quality complemented by the matrix of opportunities, importance × quality gaps generates information to help make decisions in the rational allocation of available resources and improvement of the quality of the service delivered to patients. Besides, it offers a focus to prioritize specific actions. Originality/value It is important to compare the perceptions of service quality between patients and the healthcare service providers who work in direct contact with them. The managers can smooth out these differences and ensure, over time, customer satisfaction. In this study, providers were asked to express what they think about the expectations of patients and about their own service performance delivered. Thus, not only the traditional gap 5 was measured, but it was also possible to evaluate the distance between what providers think that patients need and their actual needs.

Determinants of Customers’ Brand Choice and Continuance Intentions with Mobile Data Service Provider: The Role of Past Experience

2018 ◽  
Vol 19 (6) ◽  
pp. 1478-1493 ◽  
Author(s):  
Obinna C. Ojiaku ◽  
Aihie Osarenkhoe
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Brand Image ◽  
Brand Choice ◽  
Past Experience ◽  
Mobile Service ◽  
Data Service ◽  
Mobile Data ◽  
Mobile Data Service ◽  
The Impact

The prevalence of mobile data services has intensified competition and structured the market for mobile telecommunication services, resulting in decreased revenue particularly from voices services and high churn rate. Mobile service providers therefore seek ways to increase revenue by attracting and retaining mobile data users. This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of mobile data service. This study also captures the impact of past experience on behavioural outcomes. Data were collected from 304 customers of mobile data service firms and analysed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image, affect brand choice, whereas continuance intentions are affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively to brand choice but not continuance intention. The contribution and implication of the study are discussed.

Accommodating ethnic minority consumers during service encounters: the fine line

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sarah Mady ◽  
John B. Ford ◽  
Tarek Mady
Keyword(s):  
Service Quality ◽  
Ethnic Minority ◽  
Service Providers ◽  
Service Encounter ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Quality Perceptions ◽  
Language And Ethnicity ◽  
The Impact

Purpose This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates that during an intercultural service encounter, the impact of the service provider’s language and ethnicity on the consumer’s service quality perceptions is moderated by the level of service involvement, consumer acculturation and perceived discrimination, which, in turn, influence purchase intent. Design/methodology/approach A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service context to manipulate accommodation efforts (yes vs no) and the level of involvement with the service (high vs low). Findings When such language and ethnicity accommodations were offered, highly acculturated minority consumers regarded the service encounter less favorably than low acculturated minority consumers. Moreover, during low-involvement service encounters, intercultural accommodations positively impacted consumer’s service quality perceptions compared to situations involving high-involvement services. Also, minority consumers with perceptions of past discrimination had less favorable evaluations of the service quality than when such perceptions were nonexistent when intercultural accommodation efforts were made by the service provider. Research limitations/implications The findings add to the sparse literature that examines the effectiveness of intercultural accommodation and focuses on the combined use of service provider’s language and ethnicity as a means to enhance service quality. Practical implications The study delivers cautions for service firms not to generalize the receptivity of intercultural accommodation efforts. Given the increasingly sizable segments of minority customers, this study offers insights for service providers to develop suitable recruitment strategies and training programs when devising effective ethnic targeting strategies. Originality/value This research is among the first to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups.

Towards a Customer-Centric Framework for Evaluation of E-Health Service Quality

2018 ◽  
pp. 199-218
Author(s):  
Michael Mutingi
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Evaluation ◽  
Service Providers ◽  
Customer Experience ◽  
Evaluation Framework ◽  
Service Quality Evaluation ◽  
Health Service Quality

As the awareness of the importance of healthcare service quality and pressures from stakeholders continue to grow, healthcare service providers have no option except to develop appropriate service quality evaluation procedures. Patient satisfaction is imperative, and has become a critical issue especially in e-health services. Although healthcare service providers have become aware of the need for improving customer experience through provision of customer-centric services, virtually none of the existing e-health quality evaluation frameworks are grounded on customer-centric metrics. In this chapter, a critical analysis of existing evaluation initiatives is presented from the context of e-health services. Critical areas of e-health service are investigated to determine quality dimensions that influence customer experience. From this analysis, a customer-centric evaluation framework is proposed, comprising four e-health service quality scales. The framework provides a platform for continuous improvement in e-health service.

scholarly journals The Impact of Attitudes towards Healthcare Service Quality on Organisational Performance: Evidence from the Saudi Arabia

2017 ◽  
Vol 5 (1) ◽  
pp. 1 ◽  
Author(s):  
Yaser Salman Alsharar ◽  
Fadzil Shah bin Aziz ◽  
Che Azlan Bin Taib ◽  
Rushami Zien Yusoff
Keyword(s):  
Saudi Arabia ◽  
Structural Equation Modeling ◽  
Data Analysis ◽  
Service Quality ◽  
Structural Equation ◽  
Healthcare Service ◽  
Equation Modeling ◽  
Organisational Performance ◽  
Government Hospitals ◽  
The Impact

This research aims to investigate the effect of attitudes towards healthcare service quality on organisational performance among Saudi Arabian hospitals. The sample size comprises of 154 hospitals randomly chosen from 259 government hospitals in Saudi Arabia. For data analysis, the Partial Least Squares (PLS) structural equation modeling was used. In addition, this study found a positive and significant association between attitudes towards healthcare service quality and organisational performance. Eventually, this study provides some limitations and suggestions for future researchers.

scholarly journals Does Quality Matter? A Study on Customer Expectation in Motorcycle Repair Provider in Surabaya, Indonesia

2020 ◽  
Vol 76 ◽  
pp. 01006
Author(s):  
Dhyah Harjanti ◽  
Edbert Karlison Theodore ◽  
Shahzad Ali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Spare Part ◽  
Spare Parts ◽  
Repair Service ◽  
Fierce Competition ◽  
The Impact

Motorcycle has become a common vehicle in Indonesia due to its flexibility to drive around in various geographical terrain. The number of motorcycle purchases in Indonesia is increasing annually, along with the repair services and spare part selling. Abundant repair service providers create fierce competition among themselves, so many providers maintain their service quality in order to retain their customer. The aim of this research is to investigate the impact of service quality and relationship quality to customer satisfaction in motorcycle repair providers. This research is using the quantitative approach, in which the data are collected by questionnaires distributed to samples of populations. The population is the customers who have purchased repair services and spare parts for their motorcycle, and the number of samples is 100 respondents. The data are analyzed with a SmartPLS software, and the results show a positive significant impact from service quality to customer satisfaction, a positive significant impact from service quality to relationship quality, and a positive impact from relationship quality to customer satisfaction. Therefore, for the long term competitive advantage, motorcycle repair service providers have to consider their service quality and relationship quality to retain their customers.

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

scholarly journals Product innovation of private health insurers in South Africa and the impact of entrepreneurial orientation

2013 ◽  
Vol 16 (3) ◽  
pp. 298-315 ◽  
Author(s):  
Boris Urban
Keyword(s):  
South Africa ◽  
Value Chain ◽  
Entrepreneurial Orientation ◽  
Product Innovation ◽  
Healthcare Service ◽  
Service Providers ◽  
Health Insurer ◽  
External Collaboration ◽  
The Impact ◽  
Health Insurers

Recognising that health insurer product innovation plays a critical role in aligning incentives among all stakeholders in the healthcare value chain, this study investigates the relationship between the level of health insurer product innovation and entrepreneurial orientation (EO). Taking cognisance of the importance of external collaboration between health insurers and healthcare service providers, the study is able to diagnose perceptions of strategic regulatory factors and their impact on levels of EO. The focus of the study is on the demand (financing) and supply (healthcare delivery) structures of the healthcare value chain, incorporating health insurers, health insurer administrators and healthcare service providers. A conceptual model is formulated on the basis of literature and tested using confirmatory factor analysis. The results indicate that EO at organisational level is a strong predictor of health insurer product innovation and that external collaboration between health insurers and healthcare service providers is a weak predictor of health insurer product innovation. Practical implications are that both the supply and demand side structures indicate that the restructuring of relationships between health insurers and healthcare service providers is a necessary driver for collaboration in terms of health insurer product innovation progress and success. Healthcare executives need to work with, and actively lobby regulators to ignite both demand and supply side innovation activities in the healthcare value chain of the private healthcare industry of South Africa.

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