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The responsiveness of the Trading Business License (SIUP) licensing service provider is very important to create a pleasant and excellent licensing service system. Simplification of the number and types of licensing and nonlicensing has been carried out, from 142 types to 34 types. Through the online system, it is easier for applicants to register and monitor the flow of permits and can speed up the licensing process time, one day service. The Department of Investment and One Stop Integrated Services (DPMPTSP) has made various efforts to increase the responsiveness of SIUP services, but based on preliminary research conducted by researchers, it shows that the level of responsiveness of the East Luwu Regency DPMPTSP is still not optimal, being in the "sufficient" category. This research aims to analyze the level of responsiveness and factors that hinder the responsiveness of SIUP services in DPMPTSP East Luwu Regency. The research used a descriptive quantitative approach, with a questionnaire instrument to collect data from 100 respondents from a population of 1,342 people. The sample taker used a simple random sampling technique. Data processing using SPSS version 22, was then analyzed using Weight Means Score (WMS). The level of responsiveness of DPMDPTSP East Luwu Regency in SIUP services, an average of 3.41 (fair) indicates that responsiveness is not optimal, especially in terms of speed of service, timeliness of service, and response to every applicant's complaint as stated by Zeithaml et al (1990) that Responsiveness is the willingness and readiness to help provide immediate service, such as punctuality of service, responding to every applicant, service quickly, precisely and carefully. [ABSTRACT FROM AUTHOR]

The study aims to measure and analyse the quality of road haulage services in order to identify and implement best practices for quality improvement. The assessment of the quality of road haulage services was carried out from the external perspective of the customer with a focus on the dimensions of quality, based on their perceptions of the satisfaction of the requirements and conditions demanded by the 43 customers, represented by companies from the food industry, light industry and wholesale trade. As research methods, a survey based on a structured questionnaire was used, which included 51 items/primary variables that formed the basis for the construction of the 5 aggregate variables, which express both the quality of the road haulage service provided to the approached as a process and the human resource practices that contributed to quality assurance.

Companies in the globalized world use outsourcing as a production model, opting for subcontracting from companies specialized in different areas of work. In this context, the objective of this study is to determine the relationship between outsourcing as a productive model and customer loyalty of a financial company, for which the type of applied research and descriptive-correlational design were used. The survey questionnaire was applied to collect data on the variables and dimensions. Results, it was found that the relationship between outsourcing and Customer loyalty in a financial company is considerable, with a correlation coefficient τ = 0.628 and p = 0.000, the analysis between the flexibility and information dimensions was moderate τ = 0.412 and p = 0.000, between cost savings and moderate internal marketing τ = 0.487 and p = 0.000, and between professionalism and considerable communication τ = 0.535 and p = 0.000, between quality of service and considerable customer experience τ = 0.696 and p=0.000. With these results it is concluded that outsourcing as a productive model of the company is moderately related to customer loyalty. Therefore, the financial institution must externalize the specific responsibility to specialized external companies.

In the field of (de)centralization of companies, there is a need to explore the factors that influence decision-making processes and organizational structures. However, limited research has focused specifically on the Slovakian business environment, warranting further investigation. This article aims to examine the relationships between ownership structure, the establishment of direct foreign equity participation (DFEP) and company size in relation to aspects of (de)centralization in a select group of companies in Slovakia. The aim is to highlight the importance of the (de)centralization problem. The researchers employed statistical methods to analyse the data, including the nonparametric Kruskal‒Wallis test and post hoc analysis using the pairwise comparison post hoc test. These tests were applied to identify statistically significant differences between the chosen factors and individual variables relating to (de)centralization. The findings indicate that the establishment of DFEP significantly influences (de)centralization in areas such as the purchase of materials/goods, production/planning/provision, marketing planning, sales to the end customer and the filling of managerial positions. Ownership structure was also found to significantly influence (de)centralization with regard to the purchase of materials/goods, production/planning/provision and marketing planning. Similarly, company size seems to play a role in strategic management and production/planning/provision decisions. This study contributes to the existing body of knowledge by offering insights into the specific context of (de)centralization in the Slovakian business environment. The use of statistical analysis methods enhances the rigor of the findings. The findings provide practical implications for decision-making processes, resource allocation strategies and organizational design. This research fills a gap in the literature by focusing on the relationships between ownership structure, the establishment of DFEP and company size within the context of (de)centralization. This study serves as a foundation for future research in this field, guiding further exploration and understanding of the factors affecting (de)centralization in Slovakia. [ABSTRACT FROM AUTHOR]

The Romanian regulations tend to align to European ones concerning the assurance of the quality of power distribution in terms of frequency stability, waveform distortion and the continuity of supplying. The main responsibility for monitoring the quality of energy parameters is of the distribution operators which are doing it more or less effective and transparent. Despite the fact that Romanian regulations stipulate that distribution operators must pay compensation to consumers under certain conditions that will be presented below, no one seems to be interested in investigating the circumstances that could compel operators to pay compensation. This paper present a solution for monitoring the continuity of the power supply that can be used by both consumers and operators. It involves a small piece of hardware equipment driven by a micro-controller which log all power outages and of the exceeding limit values for the nominal voltage, displaying the contents of the log on demand.

A crisis is a rumor, event and information that has an impact on the good name, image and trustworthiness of a company. In fact, the crisis that occurred did not only impact large companies, but small businesses were one of the groups most affected by the Covid-19 pandemic crisis. Therefore, all parties, both individuals and companies, must be prepared to face a crisis. Crisis management is defined as a set of factors created as a tool to eradicate a crisis and reduce the potential damage resulting from the crisis. This research aims to find out how a business is able to survive, what strategies are prepared to overcome uncertainty in business. This research uses a qualitative descriptive method using a case study method which seeks to understand the whole and in depth of a case, data collection methods using literature studies sourced from journals or other online media. The results of this research are that UMKM business actors survive by using several strategies such as utilizing digital technology, improving product and service quality, pricing and customer relationship marketing. Large business players use strategy by forming a management team, identifying, analyzing, developing planning, communication and evaluation methods. [ABSTRACT FROM AUTHOR]

The Indian urban market has transformed from the normal way of doing business to other means so as to create value for the customers. One area which has seen drastic growth is the franchise model of business. The franchise model has grown well, and the franchisees are able to get better returns for their investments. Franchises are available in the product and service sectors. This study looks into the rural areas where the franchises have not developed, as in the case of urban areas. The study was done with peers in the rural areas as well as the established franchises in the urban area. Franchises in the area of education have seen some success in the rural areas, but the other sectors are lacking. The reasons for the factors were the growth potential of the franchise, affordability of the customers in the rural area, value creation by the franchise to the rural customers, and profitability of the franchise. The analysis gives a direction that the franchises can take for a successful expansion in rural areas by achieving profitability with value creation and affordability to customers and growth of the franchise. Expansion of franchises in rural areas can develop quality service to customers and, create employment, and bring in economic growth for the nation. [ABSTRACT FROM AUTHOR]

Lately, online users have become avid content creators and consumers of brands and firms through reviews. These serve as sources to peers and reflect reviewers’ satisfaction levels with different elements of the experiences. Thus, online reviews are considered reliable sources of information to understand customers’ perceptions. Using hybrid methodologies and text-mining techniques is recommended to obtain useful knowledge based on user-generated data. This study intended to understand customers’ perceptions of restaurant service and unveil any change that might occur driven by the COVID-19 pandemic. Therefore data was collected on TripAdvisor for two different periods - before and after the pandemic, using the top restaurants of two island tourism destinations. An upturn in customer satisfaction during Covid-19 and changes in attribute weight in the overall evaluation was observed. Therefore, the attribute “service” acquires even more special relevance. This methodology is considered adequate to meet the objectives defined, allowing to obtain relevant conclusions; it might also be applied to other phenomena and sectors.

Facility management, one of the sub-branches of management science, is a relatively new concept in our country. In a broad sense, facility management is a field of study that aims to ensure and maintain the ideal safety, efficiency, comfort and, proper use of buildings in human and social life. At the center of facility management is the service orientation of buildings of all types and characteristics, both technically and theoretically. Facility management offers a complex set of services at every stage, from project to implementation, from control and improvement to operation. In order for facility management to achieve its objectives and deliver the expected value, the service dimension involves human elements on both the supply and demand sides. Therefore, the emotional labor phenomenon, which has a close relationship with many variables in the quality of the services provided, is of particular importance. This research aims to examine emotional labor, which consists of three dimensions: surface acting, deep acting, natural behavior and also demographic factors in terms of facility management. The research was carried out with 427 participants working in companies operating in Istanbul between October-November 2022. As a result of the research, it was seen that emotional labor is an effective factor in facility management services and that demographic characteristics differ among themselves in emotional labor sub-dimensions. Accordingly, it has been revealed that companies providing facility management services and managers in this field should act by recognizing the impact and importance of emotional labor and its sub-dimensions. The findings obtained are a reference for future studies in the field of facility management to test the relationship between emotional labor and other variables. [ABSTRACT FROM AUTHOR]

El objetivo de la pesquisa es determinar el nivel de calidad del servicio que entrega el programa vaso de leche (PVL) a su población objetivo. La estrategia metodológica fue cuantitativa, de tipo descriptivo y correlacional, con diseño no experimental de corte transversal. Se utilizó el modelo SERVQUAL como instrumento para el recojo de información. Se aplicó la prueba de Alpha de Cronbach, para la estimar la validez interna y consistencia del instrumento y para estimar las inferencias estadísticas se utilizaron correlación de Spearman, regresión lineal múltiple y la prueba de Tau b de Kendall. Los hallazgos encontrados evidencian que el nivel de calidad del servicio entregado por el programa vaso de leche está asociado a los factores como la empatía, elementos tangibles, confiabilidad, seguridad, capacidad de respuesta, el tiempo de espera al obtener el servicio, el tipo de insumos entregados y los mecanismos de entrega de insumos o servicios. En conclusión, revela que la calidad de servicio ofrecido por el PVL en general, tiene problemas serios para satisfacer las expectativas de sus usuarios y se ubica por debajo de lo esperado.

CV. Ladang Berkat Abadi is a company in Surabaya that has a brand called Flooring Parquete. Flooring Parquete is engaged in wood floor retail. As one of the businesses engaged in services, of course, it requires special attention to the quality of service provided to its customers. This study aims to analyze the control of indicators / dimensions of service quality owned by Flooring Parquete in providing service quality. The five indicators are the dimension of physical evidence, the dimension of reliability, the dimension of responsiveness, the dimension of assurance, and the dimension of empathy. This study uses an intrinsic case study approach. There are 2 data sources used, namely primary data in the form of interview results and secondary data in the form of e-guarantee data and material needs miscalculation data. The data analysis technique used is the PDCA method. The results showed that Flooring Parquete has met 3 of the 5 dimensions of service quality. The dimensions that have been fulfilled are the dimension of physical evidence, the dimension of guarantee, and the dimension of empathy. The unmet dimensions are the reliability dimension and the responsiveness dimension. In the dimension of reliability, Flooring Parquete has problems with the ability of employees to provide accurate calculations of material needs. Meanwhile, in the dimension of responsiveness, the problem that occurs is the slow response from employees when customers consult. This can result in a decrease in the level of credibility of Flooring Parquete towards its customers.

The rapid evolution of the IoT has led to various research challenges for improving smart city applications. Owing to the characteristics and virtues of IoT services, waste management has emerged as a prominent issue in today's society. An undiscerning illegal eviction of waste, lack of waste disposal and management systems, and inept waste management policies have resulted in severe health and environmental challenges. Based on an integrative review, the proposed technique provides insight into the potential of smart cities and associated communities in assisting waste management initiatives. This study has referred to the existing waste management issues in urban areas and proposed an IoT-based smart waste management system of India in aspects of COVID-19 afflicted houses. Our system intends to improve waste management by making regular environmental sterility and making COVID situations more convenient. The proposed framework ensures a solution for efficiently handling waste generated in urban areas, focusing on the interaction among concessioners and waste generators to monitor the unfilled level of bins. This proposal offers dynamic waste collection scheduling and route optimization while achieving quality of service.

The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples using an online survey, and Structural Equation Model with Smart Partial Least Square was applied to test the model and hypotheses. The research found that service quality, culture,loyalty programs, and trust are combined to predict customer loyalty. Trust and loyalty programs exert a more powerful impact on customer loyalty than service quality and culture variables. Customer satisfaction acts as a mediator in the relationship between service quality, loyalty programs, customer trust, and customer loyalty. The results have some critical academic and professional implication for determining the model of consumer loyalty and the internet generation (iGen) in mobile communication services. The study can be used as a part model in formulating a marketing strategy operation that has a competitive advantage in the mobile communication services in Indonesia.

Network slicing is the key to enable virtualized resource sharing among vertical industries in the era of 5G communication. Efficient resource allocation is of vital importance to realize network slicing in real-world business scenarios. To deal with the high algorithm complexity, privacy leakage, and unrealistic offline setting of current network slicing algorithms, in this paper we propose a fully decentralized and low-complexity online algorithm, DPoS, for multi-resource slicing. We first formulate the problem as a global social welfare maximization problem. Next, we design the online algorithm DPoS based on the primal-dual approach and posted price mechanism. In DPoS, each tenant is incentivized to make its own decision based on its true preferences without disclosing any private information to the mobile virtual network operator and other tenants. We provide a rigorous theoretical analysis to show that DPoS has the optimal competitive ratio when the cost function of each resource is linear. Extensive simulation experiments are conducted to evaluate the performance of DPoS. The results show that DPoS can not only achieve close-to-offline-optimal performance, but also have low algorithmic overheads. [ABSTRACT FROM AUTHOR]

In a cloud environment, the indemnity of service level agreement (SLA) violations has an adverse effect on the service provider. It leads to the penalty fee, credit amount, license extension, and reputation decline that could significantly impact future business outcomes. Existing approaches are unable to handle complex predictions that can accommodate the temporal influence of Quality of Service (QoS) data. Moreover, no method in a cloud environment considers all possible attitudinal behavior of the service provider to mitigate the risk of an actual violation. This article proposes an SLA violation risk mitigation model that uses ordered weighted average (OWA) in long short-term memory for complex QoS prediction. The OWA operator is weighted with a minimax disparity approach to manage the risk of SLA violation. The approach intelligently predicts deviation in custom prioritized QoS parameter and recommend exigency of mitigating action by considering all possible attitudinal behavior of the service provider. This article uses linguistic variables, fuzzy and interval numbers to handle imprecise information. The analysis results demonstrate the applicability and efficiency of the proposed approach to address complex risk mitigation actions. [ABSTRACT FROM AUTHOR]

Copyright of Espirales Revista Multidisciplinaria de Investigación is the property of Grupo Compas and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Due to energy efficiency and near real-time finality settlement, permissioned blockchain is mainly used in blockchain-based Internet of Things (BIoT) services. This blockchain requires validators to reach the consensuses. Currently, the validators are chosen based on generic attributes of trusted nodes capriciously. However, service users have no mechanism to provide their requirements in assessing validators. Existing works are biased from users’ perspectives, which risks collusion attacks due to improperly selected validators. This article aims to solve this by considering users’ expectations on services. A user-oriented framework is proposed to evaluate the trust of BIoT services with the consideration of validator attributes. It provides an effective mechanism to express requirements. Specification language is adopted in our algorithm to perform compliance checking. The feasibility has been verified in a simulation. We found that the permissioned blockchain has also benefited from the proposed user-oriented selection of validators in terms of computing efficiency due to additional constraints. [ABSTRACT FROM AUTHOR]

This study aims to investigate the quality management of public transportation services in the Tunisian context during the COVID-19 outbreak. The empirical study was based on the conjoint analysis approach. The sample collected is composed of 250 individuals who often use the train as a means of transport and the pairwise comparison method is adopted for conjoint analysis. This study assesses quality management of customer service and takes into account four aspects of service quality such as comfort, way of reservation (possibility of online booking), speed, and safety. The findings revealed that the optimal combination of service offered by the Tunisian national railway company is characterized by the terms “first class”, “online booking”, “express”, and “safety”. It is favored by Tunisian customers during the COVID-19 outbreak.Additionally, the results show that the maximum utility corresponds to the “safety train” modality followed by “second class”, “online booking”, and finally “stopover”. Moreover, the use of new information and communication technologies (NICT) has importance for train users during the COVID-19 outbreak. Indeed, Tunisians are looking for safety and measures to reduce crowding in a train, to minimize the risk of contagion of COVID-19 outbreak.

The COVID – 19 pandemic been made bad impact all tourism sector. Travels agents need to be adapted to pandemic condition to survive in this current situation. The purpose of this research is to test the influence of marketing mix, quality of service on customer satisfaction and loyalty. This study took samples on the research population customers of PT. Mutiara Cemerlang Utama Bali who buys domestic and international flight tickets, makes hotel room reservations, tour package, India pilgrimage tours, assistant to make passport and visa extension. This research leads to descriptive and verificative research called explanatory research. The data was collected by interviewing and disseminating questionnaires by purposive sampling method processed using Partial Least Square (PLS) analysis tool, the number of samples used by 120 samples. The results obtained in this study are that the marketing mix has a significant positive effect on customer satisfaction, the quality of service has a significant positive effect on customer satisfaction, but marketing mix and quality of service have a positive effect on customer loyalty. This is due to several factors that affect such as the price competition of travel agents. Customer satisfaction has a positive and significant effect on customer loyalty.

This study has the goal of assessing and prioritizing self-serving technologies with a combined approach to continuous usage of electronic banking services. To achieve this goal we used literature review and interviewing banking experts to determine parameters affecting continuous usage of self-serving technologies. And to prioritize these parameters we used paired comparison analysis questionnaires and fuzzy analytic hierarchy process.Validity of questionnaire was attained by content method and its stability was attained by calculating the rate of compatibility of aggregation matrix of experts’ opinions. Statistical population of this research includes 30 managers and deputy managers of selected Saman Banks’s branches in the region of northern Tehran which by snowball sampling method 12 of them were selected to participate in this study. Data analysis were done using fuzzy AHP and using MATLAB software. Analysis of data showed that self-serving services have different weighs according to three parameters of customer value, quality of service and customer readiness in which POS devices (0.662 weigh) have the most usability and importance from the view of banking experts. Other services rank as ATM (0.181). Mobile banking services (0.101) and Internet bank (0.056) respectively. In addition ranking of self-serving technologies according to 14 indexes also justifies the previous results.

The restaurant market is becoming more competitive, and businesses are challenged to differentiate themselves in this sector in terms of quality of services. This research aimed to identify the specific indicators for measuring the quality of restaurant service in Brazil. Based on a quantitative paradigm, we adopted a user-generated content analysis with a sample of 1,143,631 customer reviews from 35,611 restaurants in seven Brazilian cities available on the TripAdvisor platform. We collected and registered the data in text and analyzed the results with the support of T-LAB software. Moreover, we adopted TOURQUAL Protocol (Mondo, 2014) to identify the main requirements for quality. Also, we gathered the customers points of view through reviews made on a specialized website and organized them into groups. Findings: The results showed the leading categories identified as requirements for the customers were accessibility or location, service, opening hours, infrastructure, price, quality of food, and having a variety of food options. The finding provides managers with empirical evidence of the quality drivers for Brazilian clients and sheds light on opportunities to enhance quality service. This research demonstrated its originality as the first to adopt TOURQUAL quality indicators in a large country sample with continental geographical dimensions.

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The main purpose of the study is to identify students' opinion on the educational offer provided by a bachelor's degree program in business administration, in order to improve the quality of the services provided. The study underlines the importance of university personnel in preparing students for the bachelor's degree in business administration, the importance of theoretical notions on the educational offer, method, hypotheses, research results and study conclusions. The study is based on direct research, respectively occasional survey-type enquiry, using as a tool the questionnaire, applied to students in the Economics of Commerce, Tourism and Services undergraduate program (from Resita).The results of the study show the students' degree of satisfaction with the educational offer of the business administration undergraduate program. [ABSTRACT FROM AUTHOR]

Purpose:. The formulation of the problem in this study is how the relationship between customer satisfaction and service quality to customer loyalty at PT. Trans Anugerah Mainstay Partners. The study population was all expeditionary service users, while the sample taken was 45 respondents. Before the data were analyzed, the data quality was tested using validity and reliability tests. Design/methodology/approach: This research is a quantitative method and data analysis techniques with a multiple linear regression. Findings: The results showed that the questionnaire items were valid and all variables were reliable. Based on the results of the analysis and discussion, it can be concluded that the variable Customer Satisfaction (X1) has a significant relationship with Customer Loyalty (Y), meaning that if the customer is satisfied, it will increase Customer Loyalty. Service Quality Variable (X2) has a significant relationship with Customer Loyalty (Y) This means that if the quality of service provided is good, then customer loyalty will increase. Customer satisfaction and service quality have a significant effect together on customer loyalty, meaning that if customer satisfaction and service quality are better, it will increase customer loyalty. The variable that has the most dominant influence is customer satisfaction with a beta value of 0.608. Paper type: Research paper

To provide efficient, safe, and secure access to the airspace, the European Union has launched a set of new services called U-space that allow for the support of unmanned aerial vehicle (UAV) management and conflict prevention for flights in the airspace. These services are based on communication technology, which is expected to be the key enabler to unlock the underlying potential of UAV operations. In this regard, the 5G mobile network is envisioned to be the communication standard to support diverse UAV operations and applications. In this article, we propose a novel architecture that integrates 5G systems (5GSs) with U-space. The main aim consists of providing a reference design that demonstrates how 5G can support U-space services and shows the interactions among different stakeholders. Further, we introduce the 5G!Drones project, which relies on the proposed architecture to test UAV use-case scenarios on top of the 5G infrastructure. [ABSTRACT FROM AUTHOR]

The purpose of this research is to analyze and prove the influence of customer relationship management (CRM), service quality and entrepreneurship orientation to competitive advantage and marketing performance and to analyze and prove the influence of competitive advantage to marketing performance of the public market in East Java Province. The object of this research is the whole market unit of the public in East Java Province spread over 29 regencies and 9 cities in East Java Province amounting to 335 units of the public market. The unit of analysis (analysis unit) in this research is a revitalized public market that is 67 public market in East Java Province. While the observation unit is a trader or tenant of a community market stand in East Java Province. The number of public market traders in the market that has been revitalized today is 25,000. In this study, researchers measured the marketing performance of the Public market in East Java Province based on the perception of the trader or tenant stand, so the measure of marketing performance is perceptual. The sample used is 190 merchants. The number is spread across 67 units of the public market in East Java Province. The model to be used in this research is the model of causality or relationship. To test the proposed hypothesis, the analysis technique uses SEM (Structural Equation Modeling), with AMOS statistic software. The results of hypothesis testing: Customer relationship management, Quality of service and entrepreneurial orientation significantly influence the competitive advantage of the market public in East Java Province. Customer relationship management and service quality significantly influence the marketing performance of the public market in East Java Province, while the orientation of entrepreneurship has no significant effect on marketing performance of the public market in East Java Province. Competitive advantage influences the marketing performance of public market significantly in East Java Province.

This research aims to know : product quality, service quality, the location, with satisfaction as intervening variabel toward customer loyalty. The results was bassed by the first hypothesis was accepted, so the second hypothesis was accepted, the third hypothesis was accepted, the fourth hypothesis was rejected, the fifth hypothesis was rejected, the sixth hypothesis was rejected, the seventh hypothesis was accepted, the eight hypothesis was accepted so the nineth hypothesis was accepted . to be conculuted : 1) product quality affect toward customer satisfaction, 2) service quality influence toward customer satisfaction , 3) the location affect toward customer satisfaction , 4) Product quality does not affect the customer loyalty , 5) the quality of service did not affect toward customer loyalty , 6) Location not affect toward customer loyalty , 7) Customer Satisfaction affect toward customer loyalty , 8) Product quality, quality of service and the location of the simultaneous influence toward customer satisfaction , 9) Product quality, quality of service, location and customer satisfaction simultaneous effect toward customer loyalty.

The aim of the research was to examine the effects of satisfaction and commitment of employees on the employees’ loyalty and to investigate the effect of employees’ loyalty on quality of services provided for customers. This research is applied in terms of objective and correlational type of descriptive-survey in terms of data collection. Population of the research includes two groups. The first group included employees providing service to customers of Ports and Maritime Organization of Bushehr (Iran) and the second group included customers receiving the services of the organization. From both groups, 250 people were selected using available sampling method to respond to questions of the research. To test the research conceptual model and research hypotheses, structural equation modeling was used. The results showed that job satisfaction of employees have significant positive effect on organizational commitment of employees. Also, job satisfaction and organizational commitment of employees have significant positive effect on their loyalty to organization. In addition, organizational loyalty of employees has positive and significant impact on improving the quality of customer service. Therefore, organizations should make their effort to recruit employees who are suitable for their activities.

Background: Patent and Proprietary Medicine Vendors (PPMVs) play a major role in Nigeria's health care delivery but regulation and monitoring of their practice needs appreciable improvement to ensure they deliver quality services. Most PPMVs belong to associations which may be useful in improving their regulation. However, little is known about how the PPMV associations function and how they can partner with relevant regulatory agencies to ensure members' compliance and observance of good practice. This study sought to describe the PPMV associations' structure and operations and the regulatory environment in which PPMVs function. With this information we explore ways in which the associations could help improve the coverage of Nigeria's population with basic quality health care services.Methods: A mixed methods study was conducted across four rural local government areas (LGAs) (districts) in two Nigerian states of Bayelsa and Oyo. The study comprises a quantitative data collection of 160 randomly selected PPMVs and their shops, eight PPMV focus group discussions, in-depth interviews with 26 PPMV association executives and eight regulatory agency representatives overseeing PPMVs' practice.Results: The majority of the PPMVs in the four LGAs belonged to the local chapters of National Association of Patent and Proprietary Medicine Dealers (NAPPMED). The associations were led by executive members and had regular monthly meetings. NAPPMED monitored members' activities, provided professional and social support, and offered protection from regulatory agencies. More than 80% of PPMVs received at least one monitoring visit in the previous 6 months and local NAPPMED was the organization that monitored PPMVs the most, having visited 68.8% of respondents. The three major regulators, who reached 30.0-36.3% of PPMVs reported lack of human and financial resources as the main challenge they faced in regulation.Conclusions: Quality services at drug shops would benefit from stronger monitoring and regulation. The PPMV associations already play a role in monitoring their members. Regulatory agencies and other organizations could partner with the PPMV associations to strengthen the regulatory environment and expand access to basic quality health services at PPMV shops in Nigeria. [ABSTRACT FROM AUTHOR]

Copyright of Revista Espacios is the property of Talleres de Impresos Oma and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Dilemas Contemporáneos: Educación, Política y Valores is the property of Dilemas Contemporaneos: Educacion, Politica y Valores and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)