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The purposes of this research are to explore shipper satisfaction about logistics service quality (LSQ) of freight forwarders, to evaluate resource allocation efficiency for LSQ, and to explore the effects of LSQ on financial performance of shippers. A modified SERVQUAL with additional cost dimensions was used to collect data from 237 furniture exporters in Thailand. Descriptive statistics, gap analysis with paired sample t-test, importance-performance analysis (IPA), priority nonconformity index (PNCI) and multiple regression were utilised for data analysis. It was found that there was significant shipper dissatisfaction with overall LSQ, every dimension and indicator. Shippers were dissatisfied most and least about cost and tangibles, respectively. Although the IPA revealed no over performed or underperformed LSQ dimensions, PNCI further suggested transfer of resources from reliability and tangibles to improve cost and assurance. Reliability, tangibles, responsiveness and cost significantly increased sales. However, no LSQ dimension had a significant effect on shipper profitability.

Purpose: The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach: The measurement instruments were developed from a comprehensive literature review, then verified by experts and confirmatory factor analysis. Multiple responses were applied to improve the reliability of data obtained from 220 Thai hospitals. The hypotheses were tested with linear regression and path analysis of structural equation modeling. Findings: It was found that lean has significant positive impacts on all SQP dimensions (i.e. tangibility, reliability, responsiveness, assurance and empathy) and on overall SQP. SQE has significant positive direct effects on lean and SQP, and has a significant positive indirect effect on SQP through lean. Originality/value: This is one of the first examples of research to present insights into the relationships between lean, SQE and SQP in OPD.

Purpose: This research examines the impacts of ISO 9001 certification on lean manufacturing (LM), supply chain relationship (SCR) and their sub-constructs Design/methodology/approach: Data was collected from 516 manufacturers in Thailand. Structural equation modeling was applied to analyze the hypotheses Findings: It was found that ISO 9001 certification significantly affects overall LM, its facility and quality sub-constructs, overall SCR, its supplier coordination, customer collaboration and customer coordination sub-constructs. ISO 9001 has insignificant impacts on production, purchasing and distribution of LM, and supplier collaboration of SCR. Originality/value: This study is one of the first research to present insights into the impacts of ISO 9001 as a certificate rather than as a set of management practices on LM, SCR and their sub-constructs

Purpose: The purpose of this research is to explore the differences across hospital characteristics (i.e. lean maturity, hospital size, hospital type and ISO 9001) on lean expectation, lean performance, service quality expectation and service quality performance. Design/methodology/approach: The survey instruments were developed from an extensive literature review, validated by experts and tested by statistical techniques. Data was collected from the perspective of care providers in 220 outpatient departments of Thai hospitals with multiple respondents to improve reliability of data. Analysis of variance and independent sample ttest were applied for analysis. Findings: It was found that there are significant differences across lean maturity and hospital size on overall lean expectation and overall lean performance, and across ISO 9001 on overall service quality performance. Overall, service quality expectation and performance have higher mean scores than overall lean expectation and performance. Originality/value: To the best of author’s knowledge, this is one of the first studies to present insights into the links between Thai hospital characteristics, expected lean and service quality and performance from the care provider viewpoint. Findings form this study can be used to improve individual hospitals or develop healthcare system at national level.