175 results on '"quality services"'
Search Results
52. Evaluation of quality of service: real case in the hotel fitness center.
- Author
-
de Almeida Ferraz, Natália, de Melo, Fagner José Coutinho, de Barros Jerônimo, Taciana, de Albuquerque, André Philippi Gonzaga, and de Medeiros, Denise Dumke
- Subjects
QUALITY of service ,PHYSICAL fitness centers ,CUSTOMER satisfaction - Abstract
Copyright of Revista Brasileira de Pesquisa em Turismo is the property of Associacao Nacional de Pesquisa e Pos-Graduacao em Turismo 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.)
- Published
- 2018
- Full Text
- View/download PDF
53. Quality services as a key factor of competitiveness of transport companies
- Author
-
Bogetić Srđan, Vidas-Bubanja Marijana, and Lekić Snežana
- Subjects
customer satisfaction ,quality services ,competitiveness ,green ICT ,Business ,HF5001-6182 - Abstract
This paper deals with the question of the service quality as an important factor of transport companies in the process of improving competitiveness. Due to global competition and great opportunities that are offered to customers, transporting enterprises need to change their current relationship with the end consumer in order to improve the quality of offered services. Traffic enterprises have realized that improvement of the business processes comes with the use of modern ICT solutions and applications that will ensure that protection of the environment has been taken into account and the quality of service improved as well. Domestic traffic enterprises are not yet ready to accept the change of the way of conducting their business, which furtherly affects the quality of services, and they are still not prepared for the arrival of competition in the transport market.
- Published
- 2014
- Full Text
- View/download PDF
54. Sociedade e qualidade de serviços: direitos fundamentais das pessoas em situação de rua sob o enfoque teórico-metodológico Servqual.
- Author
-
Calderari Miguel, Marcelo and da Silveira, Rogério Zanon
- Abstract
This study evaluates the views of users of Specialized Reference Center for Population Homeless (Pop Center) Victory over the quality of services, using the method of Parasuraman, Zeithaml and Berry, the Servqual. Examines the Importance Matrix X Performance as a tool for data analysis in relation to the dimensions of quality: Reliability, Empathy, Warranty, Responsiveness and Tangibility. The methodology of this study has descriptive and quantitative approach, using the survey collection method. The results obtained in this study evidence that users consider important Tangibility dimension but unsatisfactory in terms of the poor infrastructure and scrapped furniture. The final considerations bring a reflection on the importance and validity of the method servqual in the public sphere, and its use as a useful tool for decision making in service management; corroborating as the redemption of shares of citizenship and consolidation of human rights. [ABSTRACT FROM AUTHOR]
- Published
- 2017
- Full Text
- View/download PDF
55. Sistema de Informação e Inovação em Órgão Público de Minas Gerais: sistema de autorização de impressão de documentos fiscais
- Author
-
De Muylder, Cristiana Fernandes, Nicholls, Janaina, La Falce, Jefferson Lopes, Martins, Henrique Cordeiro, and Dias, Alexandre Teixera
- Subjects
Innovation ,E-Services ,Quality Services ,Public Service ,Social Sciences ,Commerce ,HF1-6182 ,Business ,HF5001-6182 - Abstract
This research evaluate the innovation of a certain state public service, from system deployment Issue Electronic Invoice in the state of Minas Gerais. This is a descriptive exploratory study. The public involved in this research were employees of Minas Gerais State Finance Department Superintendence that used the new e-gov software. There were two stages of research: onequantitative (survey) and other based in interviews. The results showed improvement in productivity, quality, performance and cost savings to the user's external service. In conclusion we can see that the innovations incorporated in the organ studied were perceived by employees and demonstrated relationship with efficiency and effectiveness and also with the chan-link model. It also can be seen that the study advances in the diagnosis and analysis of innovative systems in the public sector and we may suggest use this research instrument is other organizations to compare results and indicate future improvements in the instrument.
- Published
- 2013
56. The Study of History of Researches about LibQual model in Iran
- Author
-
Alireza Isfandyari-Moghaddam, Masoud Razmi shendi, and Yaghoub Norouzi
- Subjects
quality services ,quality measurement ,evaluating operation ,library services ,libqual model ,Information theory ,Q350-390 ,Bibliography. Library science. Information resources - Abstract
The researches based on LibQual model and tries to upgrade the quality of services in libraries and information center. So data has been collect in case of content analysis method. Library quality in Academic, public and professional study according to LibQual components has been study. The condition of libraries were evaluated in every types of libraries and strong & poor components were recognized so the overall recognition of quality services was appeared in Iranian libraries. As results, libraries couldn't present favorable and comprehensive services so in every case present low services. Because information control is very disordered in libraries.
- Published
- 2013
- Full Text
- View/download PDF
57. Evaluación del efecto de la implementación del sistema de gestión de la calidad sobre el nivel de calidad de los servicios de las instituciones prestadoras de salud de la ciudad de villavicencio
- Author
-
Ibarra Castillo, Giovanni, Espinosa Ramírez, Edgar Alfonso, Chapid Gallego, Oscar, and Universidad Santo Tomás
- Subjects
quality services ,user’s perception ,ISO 9001 ,Servicio al cliente - Calidad ,percepción de los usuarios ,Tesis y disertaciones académicas ,health providing institutions ,calidad de servicios ,2015 [ISO 9001] ,2018 [ISO 9004] ,Empresas promotoras de salud ,Instituciones de salud ,quality management system ,sistema de gestión de la calidad ,SERVQUAL ,Aseguramiento de la calidad - Abstract
La presente investigación, tiene como objetivo, evaluar el efecto de la implementación del sistema de gestión de la calidad basado en la norma ISO 9001:2015 sobre el nivel de calidad de los servicios de las instituciones prestadoras de salud en la ciudad de Villavicencio, considerando la percepción de los usuarios, el cumplimiento de requisitos legales y la satisfacción de las partes interesadas. El método de investigación que se emplea para el desarrollo de este trabajo es la investigación evaluativa, en este sentido a partir de la población, se determina la muestra, la cual estuvo definida por 251 pacientes, que fueron elegidos de manera aleatoria en las cuatro instituciones y los directivos de cada institución prestadora. Los instrumentos utilizados fueron: el cuestionario (Escala multidimensional SERVQUAL), la herramienta de la NTC ISO:9004:2018 y los informes de habilitación según la resolución 3100:2019. El análisis e interpretación de los datos, permitió obtener los resultados, demostrando que para la implementación un sistema de gestión de la calidad en los prestadores de salud, la certificación de la norma ISO 9001:2015, no es determinante, sino complementaria. Se requiere una constante evaluación del grado de satisfacción de los pacientes e implementar las herramientas de la ISO 9004 para la mejora continua del certificado ISO 9001. The present investigation aims to evaluate the effect of the quality management system implementation based on rule ISO 90012015 over the quality health providing institutions services in Villavicencio city, considering the user's perception, compliance with the legal requirements, and stakeholder satisfaction. The research method used for the development of this work is the evaluation research, in this sense from the population determines the sample which was defined by 251 patients who were randomly chosen in the four institutions and the directors of each providing institution. The instruments used were: Questionnaire (multidimensional scale: SERVQUAL) the tool NTC ISO 9004:2018 and the enabling reports according to resolution 3100:02019. The data analysis and interpretation allowed obtaining the results demonstrating that for the implementation of a quality management system in the health providers, the certification of the rule ISO 90012015 is not determining but complementary, a constant evaluation of the level of satisfaction of the patients is required and implementing the tools of the rule ISO 9004 for the continuous improvement of the certificate ISO 9001. Magister en Calidad y Gestión Integral http://www.ustavillavicencio.edu.co/home/index.php/unidades/extension-y-proyeccion/investigacion Maestría
- Published
- 2022
58. MEASURING SERVICE QUALITY USING SERVQUAL MODEL: A CASE STUDY OF BROKERAGE OFFICES IN IRAN
- Author
-
Alireza Rajabipoor Meybodi
- Subjects
Stock brokerage offices ,quality services ,gap analysis model ,Servqual ,Management. Industrial management ,HD28-70 - Abstract
Purpose: Many organizations especially service organizations to suit their ideals and mission specific approach to the topic that have quality and management. This paper is intended to subject the importance of quality serve the brokerage offices, the gap analysis using the model and analysis techniques to Servqual quality service brokerage offices presented a case study (Stock Brokerage office's regional provinces Yazd) pay. Design/methodology/approach: Application of statistical non-parametric test for the qualitative analysis of significant gaps in services, suggestions for improving the quality of brokerage services at a low-level case study is presented. Statistic's tests in five areas, including service quality conceptual donor tangible form, reply to, guarantee, credit, and charity have been. For this purpose, based on service quality gaps five branches, a questionnaire measure designed level perception and expectations of investors and broker's service brokerage offices, and the navigation. Findings: Results show that donor expectations and perceptions between investor's quality service brokerage offices in all areas, there are significant differences. Brokerage Managers, the models analyze d using the service quality, will be able to create gaps between the way the service provided, i.e., investors and agents known to the agency planned to strengthen and reform pay problems. Originality/value: Servqual technique used for the first time in Iran and in particular, in Yazd province, for the assessment the service quality of brokerage offices. It certainly results in improving the quality of services these offices will be effective.
- Published
- 2012
59. Ensino Superior em Administração e Percepção da Qualidade de Serviços: uma aplicação da escala SERVQUALEducation in Business Administration High and Services Quality Perception: a SERVQUAL scale applicationEducación Superior en Administración y Percepción de la Calidad de los Servicios: una aplicación de la escala SERVQUAL
- Author
-
LOURENÇO, Cléria Donizete da Silva and KNOP, Marcelo Ferreira Trezza
- Subjects
Ensino superior ,Administração ,Qualidade de serviços ,Escala SERVQUALHigh education business ,Administration ,Quality services ,SERVQUAL scaleLa educación superior ,Administración ,Calidad de los servicios ,Escala SERVQUAL ,Commerce ,HF1-6182 ,Business ,HF5001-6182 - Abstract
RESUMOO estabelecimento de instrumentos de avaliação institucional, aptos a reconhecer a percepção discente, são de fundamental importância para a adequada prestação de serviços educacionais. Partindo desse princípio, o presente trabalho tem por objetivo verificar, por meio da escala SERVQUAL, a percepção de qualidade dos estudantes de Administração em uma IES particular do Sul de Minas Gerais. Para tanto, foi feita uma pesquisa de natureza descritiva. Os dados foram coletados por meio do questionário SERVQUAL adaptado à avaliação educacional. O universo de pesquisa correspondeu aos alunos do último período do curso de Administração. Estes foram selecionados devido à longevidade de seu contato com o curso e com a instituição. A análise de dados envolveu técnicas descritivas (distribuição de frequências) e multivariadas (análise de conglomerados e discriminante). Em seus resultados o trabalho pôde identificar variáveis bem avaliadas e, também, estruturas, processos e condutas que devem ser aperfeiçoadas. O emprego de técnicas estatísticas permitiu a identificação de dois grupos (denominados de “mais exigentes” e “menos exigentes”) e os atributos responsáveis pelos dissensos, que servirão de parâmetro para a priorização de processos de melhoria. Toda organização possui clientes com diferentes expectativas de qualidade. As instituições de ensino superior não fogem a essa regra. Assim, somente a identificação de atributos-chave para a percepção da qualidade e sua criteriosa análise é que podem dar início a processos efetivos de melhoria.ABSTRACTThe institutional evaluation instruments establishment, able to recognize the student perception, has its role of fundamental importance for the adequate educational services offer. From this principle, this paper aims to verify, through the SERVQUAL, the perceived quality of the administration students in a private school in the South of Minas Gerais. We have performed a descriptive research. Data were collected through the SERVQUAL questionnaire adapted to educational evaluation. The research base corresponded to the students last period of the Administration course. They were selected because of the longevity of their contact with the course and institution. Data analysis involved descriptive techniques (frequency distribution) and multivariate (cluster analysis and discriminating). In its results the work could identify well evaluated variables, also structures, processes and behaviors that must be perfected. The use of statistical techniques allowed the identification of two groups (called "more demanding" and "less demanding") and the attributes responsible for dissent, which serves as a parameter for prioritizing improvement processes. All organization possesses customers with different quality expectations. The higher education institutions are no exception for this rule. Thus, only the identification of key attributes for the perception of the quality and its careful they can initiate analysis an effective processes of improvement.RESUMENDisponer de instrumentos de evaluación institucional, capaces de reconocer la percepción discente, es de fundamental importancia para la adecuada prestación de servicios educativos. A partir de este principio, este trabajo tiene como objetivo verificar, por medio de la escala SERVQUAL, la percepción de la calidad por parte de los estudiantes de Administración, en una IES privada del sur de Minas Gerais. Para ello, se realizó una investigación descriptiva. Los datos fueron recolectados por medio del cuestionario SERVQUAL adaptado a la evaluación educativa. Alumnos del último período del curso de Administración conformaron el universo de la investigación. La selección de los alumnos se realizó por el prolongado tiempo de contacto con el curso y con la institución. El análisis de los datos incluyó técnicas descriptivas (distribución de frecuencias) y multivariables (análisis de conglomerados y discriminante). En los resultados del trabajo se pudieron identificar variables bien evaluadas, y también estructuras, procesos y procedimientos que deben ser mejorados. El uso de técnicas estadísticas permitió identificar dos grupos (denominados: "más exigentes" y "menos exigentes") y los atributos responsables por las disensiones, que servirán de parámetro para dar prioridad a los procesos de mejora. Toda organización tiene clientes con expectativas diferentes de calidad. Las instituciones de educación superior no escapan a esta regla. Por lo tanto, sólo la identificación de los atributos clave para la percepción de la calidad y su meticuloso análisis pueden iniciar procesos efectivos de mejora.
- Published
- 2011
60. Instrumentos de medição qualidade em serviço de mediação imobiliária, através do RESERV: estudo de caso Century 21: pirâmide das Kasas
- Author
-
Mendes, Hugo de Sousa Brito and Baía, João Paulo
- Subjects
RESERV ,Qualidade Serviços ,Marketing Serviços ,SERVQUAL ,Quality Services ,Marketing Services - Abstract
O presente trabalho, analisou o principal modelo qualidade para serviços de mediação imobiliária, desenvolvido por Nelson e Nelson (1995), denominado por RESERV. A satisfação do consumidor e a qualidade do serviço prestado são as principais bases para que uma empresa tenha sucesso. O desempenho do serviço prestado aos seus clientes, oferece às empresas uma oportunidade, para se diferenciarem através da qualidade do serviço, em mercados competitivos como é este setor. Uma qualidade elevada de serviço, tem repercussões na satisfação e fidelização do cliente, maior vontade de recomendar a outra pessoa, redução de reclamações, como o aumento da taxa de retenção de clientes (Zeithaml et al., 1996). O levantamento bibliográfico realizado sobre este tema, através de artigos científicos, dissertações e artigos de especialidade, permitiu identificar, neste modelo de referência de serviços mediação imobiliária, a necessidade de o expor aos consultores imobiliários e conhecer as suas opiniões, sobre este modelo e a importância das dimensões desenvolvidas, para medir a qualidade do serviço. Para esse objetivo, foi entregue questionário de diferencial semântico (Sidman, 1982), aos consultores, para identificarmos quais as dimensões presentes no RESERV, que melhor definem qualidade de serviço ao cliente em mediação imobiliária, com a finalidade de obter informações com base nos profissionais, para medição qualidade neste serviço, que permita tanto avaliar os consultores imobiliários, como obter referências de clientes, através do palavra passa palavra. The present work analyzed the main quality model for real estate services, developed by Nelson and Nelson (1995), called RESERV. Customer satisfaction and service quality, are the main bases for a company to succeed. The performance of service, offers companies an opportunity to differentiate themselves through service quality in competitive markets. A high service quality, has repercussions on customer satisfaction and loyalty, a greater willingness to recommend someone else, a reduction in complaints, and a increase in customer retention rate (Zeithaml et al., 1996). The bibliographical survey carried out on this topic, through scientific articles, dissertations and specialty articles, allowed to identify, in this reference model of real estate services, the need to expose it to real estate professionals, and aquire their opinions about this model through importance of the dimensions developed to measure the service quality. For this purpose, a semantic differential questionnaire (Sidman, 1982), was delivered to the consultants, in order to identify which dimensions present in RESERV, best define quality in real estate services, in order to obtain information based on professionals , to measure the quality of this service, which allows both to evaluate real estate consultants and to obtain client references, through word of mouth.
- Published
- 2022
61. Culture in Better Group Homes for People With Intellectual Disability at Severe Levels.
- Author
-
Bigby, Christine and Beadle-Brown, Julie
- Subjects
- *
CULTURE , *GROUP homes , *INTELLECTUAL disabilities , *QUALITY of service , *INSTITUTIONAL care , *ETHNOGRAPHIC analysis , *SOCIAL interaction , *MANAGEMENT , *ATTITUDE (Psychology) , *CORPORATE culture , *LEADERSHIP , *MEDICAL quality control , *MEDICAL personnel , *PATIENT-professional relations , *PEOPLE with intellectual disabilities , *QUALITATIVE research , *RESIDENTIAL care - Abstract
Building on cultural dimensions of underperforming group homes this study analyses culture in better performing services. In depth qualitative case studies were conducted in 3 better group homes using participant observation and interviews. The culture in these homes, reflected in patterns of staff practice and talk, as well as artefacts differed from that found in underperforming services. Formal power holders were undisputed leaders, their values aligned with those of other staff and the organization, responsibility for practice quality was shared enabling teamwork, staff perceived their purpose as "making the life each person wants it to be," working practices were person centered, and new ideas and outsiders were embraced. The culture was characterized as coherent, respectful, "enabling" for residents, and "motivating" for staff. Though it is unclear whether good group homes have a similar culture to better ones the insights from this study provide knowledge to guide service development and evaluation. [ABSTRACT FROM AUTHOR]
- Published
- 2016
- Full Text
- View/download PDF
62. THE SUBJECTIVE PERCEPTION OF QUALITY AND BENEFICIARIES' SATISFACTION WITH THE QUALITY OF EMPLOYMENT COUNSELING SERVICES OFFERED BY PUBLIC EMPLOYMENT SERVICES. STUDY.
- Author
-
DANEȘ, LUMINIȚA
- Subjects
VOCATIONAL guidance ,CUSTOMER satisfaction ,EDUCATIONAL accreditation ,LIKERT scale ,QUALITY of service - Abstract
Measuring the customer satisfaction is becoming more and more important not only for private organizations but also for the public ones, especially when they have a key role in the accreditation process of private service providers. Public organizations' customers are different from those in the private sector. Given that the process of the assessment of services involves many subjective factors related to the customer satisfaction, quality assessment must take into account two aspects: a. one related to the beneficiary, which includes various measures to meet the customer expectations and fulfillment of standards of quality; and b. one related to the organization, which includes efficiency measures (cost / benefit approach within internal processes), quality costs, employees' efficiency, etc. The methods used in this study were: the survey based on a questionnaire and self-assessment based on Lickert type scale. Although the questionnaire-based survey revealed that 89% of respondents said they were satisfied and very satisfied with the quality of counseling services received, we consider it is still important to analyze the reasons that led to this high degree of satisfaction, in order to avoid treating a high score as a reason to not changing anything in the process of service delivery or quality of service. [ABSTRACT FROM AUTHOR]
- Published
- 2016
63. PROFESSIONAL SATISFACTION AND SUBJECTIVE PERCEPTION OF PROVIDED SERVICES QUALITY IN EMPLOYMENT COUNSELORS.
- Author
-
DANEȘ, LUMINIȚA
- Subjects
- *
QUALITY of service , *JOB satisfaction research , *VOCATIONAL guidance counselors - Abstract
This paper explores the satisfaction of employment counselors working for the public employment services, both regarding their professional activity (work content) and the quality of services offered (work result) - compared with the subjective assessment of the beneficiaries' satisfaction with the quality of services provided to them. Satisfaction with the professional activity influences the performance and quality of services provided by the employees'. From this point of view, identifying the employees' professional satisfaction level is extremely useful for company management. The current criteria and practices used for assessing the professional activity of employment counselors need an update and a better adaptation to the specifics of the counseling activity carried out for adults in a well-defined system, at a national level, whose service beneficiaries have specific needs. In order to know and meet the clients' needs, it is essential that the institution draw up a clearly-defined research and counseling strategy, a program analyzing the feedback of service users should be based on. [ABSTRACT FROM AUTHOR]
- Published
- 2016
- Full Text
- View/download PDF
64. La medición de la calidad de los servicios prestados por los destinos turísticos: el caso de las isla de La Palma
- Author
-
Bethencourt Cejas, María, Díaz Pérez, Flora Mª, González Morales, Mª Olga, and Sánchez Pérez, José
- Subjects
Tourism ,services ,quality services ,SERVQUAL scale ,Recreation. Leisure ,GV1-1860 - Abstract
Mature tourist destinations, such as Canary Islands, have been obliged by an increasing globalizationof tourist offer destinations, located in non developed countries which are highly pricecompetitive,to improve the quality of their tourist services in self-defence. This work is based on aninquiry carried out in La Palma Island. This research took a representative sample of the visitors in theisland. Starting from a previous definition of the quality concept applied to the tourist product, we analyzedtourists’ expectations as well as its assembly to the quality of the services tourists received, usingSERVQUAL as measure scale
- Published
- 2005
65. KUALITAS PELAYANAN PERPUSTAKAAN KELILING DI DINAS PERPUSTAKAAN DAN KEARSIPAN KABUPATEN KOTAWARINGIN TIMUR
- Author
-
Binti Azizatun Nafi’ah, Saffa Indah Salsabila, Laili Khikmawati, Shalenia Anggi Christy, and Binti Azizatun Nafi’ah, Saffa Indah Salsabila, Laili Khikmawati, Shalenia Anggi Christy, Universitas Pembangunan Nasional 'Veteran' Jawa Timur, Program Studi Administrasi Publik
- Subjects
Literacy ,Mobile library ,Public Services ,Quality Services ,Administrasi Publik, Pelayanan Publik, Kebijakan Publik - Abstract
Perpustakaan keliling adalah salah satu layanan Dinas Perpustakaan dan Kearsipan Kabupaten Kotawaringin Timur yang ditujukan untuk memberikan pelayanan atas pengetahuan dan informasi kepada masyarakat serta sebagai perwujudan Dinas Perpustakaan dan Kearsipan Kabupaten Kotawaringin Timur dalam meningkatkan pelayanan publiknya. Tujuan dari penelitian ini untuk mengetahui Kualitas Pelayanan Perpustakaan Keliling Di Dinas Perpustakaan Dan Kearsipan Kabupaten Kotawaringin Timur dalam memberikan pelayanan. Penelitian ini menggunakan metode penelitian deskriptif kualitatif. Pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Teori yang digunakan yaitu teori dimensi kualitas pelayanan dari Zeithaml, Parasuraman, dan Berry. Hasil dari penelitian ini menunjukan bahwa kualitas pelayanan perpustakaan keliling Dinas Perpustakaan dan Kearsipan Kabupaten Kotawaringin Timur sudah cukup baik yang dilihat dari dimensi tangibles meliputi penampilan petugas yang sudah sopan dan rapi serta tersedianya fasilitas yang cukup lengkap, reliability meliputi kemampuan dan keandalan petugas untuk menyediakan pelayanan yang terpercaya, responsiveness meliputi ketanggapan dan kepedulian petugas untuk memberikan pelayanan secara cepat, tepat, dan tanggap terhadap keinginan pengunjung, assurance meliputi kemampuan dan keramahan petugas dalam meyakinkan pengunjung sehingga menimbulkan persepsi positif kepada pengunjung, dan emphaty yang berkaitan dengan kepedulian petugas dalam pemberian perlakuan penuh perhatian kepada pengunjung. Walaupun kualitas pelayanan perpustakaan keliling Dinas Perpustakaan dan Kearsipan Kabupaten Kotawaringin Timur sudah cukup baik. Namun masih perlunya perbaikan terkait dimensi tangibles (bukti fisik) dan pada dimensi reliability (kepercayaan).
- Published
- 2021
- Full Text
- View/download PDF
66. Correlates of the determinants of relationship marketing in the retail sector: the Nigerian case.
- Author
-
Izogo, Ernest Emeka, Ogba, Ike-Elechi, and Nwekpa, Kenneth Chukwuma
- Subjects
RELATIONSHIP marketing ,RETAIL industry ,QUALITY of service ,CUSTOMER services - Abstract
Purpose – The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western retail stores setting. Design/methodology/approach – A quantitative approach was employed, using 19-item, seven-point Likert scaled questionnaire administered to 350 participants with 67 per cent usable response rate. Data was analysed using exploratory factor analysis, Cronbach’s α internal consistency; correlation analysis and One-Way Analysis of Variance test. Findings – Trust-Quality services emerged as the most outstanding determinant of relationship marketing within the retail stores context followed by relational orientation, commitment and proximity. Quality services were found to have the most significant positive impact on trust whereas trust was found to have a strong positive impact on commitment. Relational orientation was found to have a strong positive impact on trust, commitment and quality services but proximity was found to be a docile factor determining commitment and relational orientation. Finally, consumers were identified as being more relationally oriented than retailers and all categories of consumers can be served with same blend of relationship marketing strategies. Research limitations/implications – Since findings could not be generalized across other sectors and regions, guides for testing the proposed research model are put forward. Practical implications – Relationship marketing implementation within the context of retail stores will be more successful if based on delivery of quality services. Consumers are also more likely to patronize closer than distant retail stores. As such, even if retail firms build strong trust, commitment and relational orientation with customers through quality services, consumers will still patronize stores that are closer to them more than stores in distant locations. Siting retail stores in locations with the largest pool of customers’ is therefore central to enhancing retail stores performance. All categories of customers could be served with same stream of relationship marketing strategies because designing different schemes of relationship marketing programmes for different customer categories were found to be counter-productive. Originality/value – This paper identified 16 attributes that are important to consumers under four dimensions: Trust-Quality services, relational orientation, commitment and proximity within the retail stores context. The findings are acknowledged to be unique because they emerged from a largely under-researched collectivistic emerging market where relationship marketing formation is key. [ABSTRACT FROM AUTHOR]
- Published
- 2016
- Full Text
- View/download PDF
67. THE IMPLEMANTATION OF THE QUALITY SPECIFIC STANDARDS FOR THE MAIL SERVICES AT THE NATIONAL COMPANY "ROMANIAN MAIL".
- Author
-
Albu, Angela and Chasovschi, Carmen
- Subjects
POSTAL service ,QUALITY standards ,TOTAL quality management ,CUSTOMER satisfaction - Abstract
For a very long time, the National Company "Romanian Mail" represented the only institution which provided mail services for the population. In the last 15 years appeared some competitors, but not for all type of mail services. This monopoly situation wasn't favorable for the company, they weren't interested to adopt quality standards or a quality management system. The collaboration with other European mail networks and the adhering to the European Union were the main reasons which lead the National Company "Romanian Mail" to the conclusion that it is necessary to change its policy regarding the services' quality. The paper aims to discuss the present stage of the quality services provided by the "Romanian Mail" after the adoption of the ISO 9001:2001 standard and the specific quality standard for mail services EN 13850. Also, the paper intends to suggest a possible way to act in the future in order to improve the quality of services and, customer satisfaction. [ABSTRACT FROM AUTHOR]
- Published
- 2009
68. [Untitled]
- Subjects
�������������������� ���������������� ������������ ,������������ �� �������������� ������������ �� ������������������������ ���������� ,quality services ,�������� �������������������� ,���������������������� ������������ �������������� ���������� ,������������������������������ ������������������ ���������������������������� ������������ ,service in the field of protection and safety ,���������� ���������� �� �������������� ������������ �� ������������������������ ���������� ,���������������� ������������ ���������������� ���������� ,���������������� ������������ ���������������� ,share of employees satisfied with the quality of service ,methods of assessing the quality ,the criteria for assessing the quality of services ,�������������������������� �������������� ������������ ������������ ���������� ,the implementation of the service functions of labor protection ,the special assessment of working conditions ,the market of services in the field of protection and safety - Abstract
����������������. �� ������������ �������������� ���������������� ������������ ���������������� ���������� �� �������������� ������������ �� ������������������������ ���������� ��������������-������, �� ������������: ������������ ��� �������������������������� �������������� ������������ ������������ ���������� ������ ���������������������� �� �������������� ������������ ���������� �� ������������ ��� ���������������������� ������������ �������������� ����������. ������������ ���������������� ������������ ���������� ���������� �������������������� ������������������ �� ������������ �������������� �������� ������������ ���������������������� ���������������������� �� ���������� ������������ ���������� ��� �� �������������� ����������������������, ������������������������ �� ������������������. �� ������������ �������������������� ���������������� ������������ ���������������� ���������������� ���������� �� �������������� �������� ������������, �������������������������������� �� ����������������, ���� ������������ �������������� ������ ���������������� �������������������������� ����-������������. �������������� ������ ������������������������ ���������������� ������������ ���������������� ���������������� ������������ ���������� �������� ���������������������� �������������������� ������������ ����������������, ���������������������� ������ ������ ��������������, �������������������� ������������������������������������������ ������ ������������������ ���������� �� �������������� ������������ �� ������������������������ ����������. ������������������ �� ������������. ������ �������������������� ������������������ �� ���������������� ������������ ���������������� ���������� �� �������������� ������������ �� ������������������������ ���������� ���������������������� �������������������������� ������������ ���������������� ����������������, ���������� ������ ������������, ������������, ��������������������������, ������������������������. �� ������������ �������������������������� ���������������� ���������� ������������������ ������������������������ ������������ ��� �������������������� �� ������������������. ��������������������. �������������������� ���������������� ������������ ���������������� ���������������� �������� ���������� ���������� �� �������������� ������������ �� ������������������������ ����������: �������������������������� �������������� ������������ ������������ ���������� �� ���������������������� ������������ �������������� ����������. ���������������� ������������������������ ���� ������ ���������������� ������������: �� �������������� ����������������������, ������������������������ �� ������������������. ���� ������������������ ������������������ ���������������������� �������������������� ���������������� ���������������� ����������, �������������� �������������������������� �� ���������������������������� �� ���������������������������� ������������������������ ���������������������������� �������������� �� ������������������ �������������������������� �������������� �������������� ���������������� ������������������������������ ����������. ��������������������. ������ ������������ ���������������� ������������������������������ ���������� �� �������������� ������������ �� ������������������������ ���������� �������������������� �������������������� ������������ �������������� ���� ���������������������������� �� ��������. 1 �� 2 ����������������������. ���������� �������� �������������� �������������� �������������������� ������������������. ���� �������������������� ������������ �������������������� ������������������ �� �������������� ���������������� ���������������� �������������������������� �� �������������������������� ���������������������� �������������� ����������������������. ��������������������. ������������ ������������ ���������������� ������������������������������ ���������� ���������������� ���������� ���� ������������������������ �� ���������� ���������������� �� ���������������������������������� ���������� ���������� �� �������������� ������������ �� ������������������������ ����������. ������������������������ ���������������� ������������������ �������������� ������������ ����������������������, ������������������������������ ���� ���������������� ���������� �� �������������� ������������ �� ������������������������ ����������. ������������������ �������������� �������������������������������� ���������������� ���������������� ���������������� ���������� ���������� ������������������ ���� ���������������� ���������� ���������������� ������������������ �� ������������������������ ���������������������������� �������� ������������ ���������������������� ���������������������� ��� ����������������������, ������������������������ �� ������������������., Introduction. The article describes the criteria for assessing the quality of services in the field of safety and health of workers, namely: services ��� the implementation of the functions of labor protection or outsourcing in the field of labor protection and services ��� a special assessment of working conditions. Assessment of the quality of these types of services should be carried out taking into account the positions of the three parties of social partnership in the field of la-bor protection ��� from the position of the state, the employer and the employee. The article defines the criteria for assessing the quality of services from the standpoint of three parties interested in quality, but each party considers this quality in its own way. Therefore, when developing a methodology for assessing the quality of these services, indicators of quality assessment have been developed, taking into account all three parties that are beneficiaries in obtaining services in the field of safety and health. Materials and methods. To develop criteria and methods for assessing the quality of services in the field of safety and health, theoretical methods of scientific knowledge, such as analysis, synthesis, classification, formalization, were used. Theoretical approaches are based on some empirical methods ��� observation and comparison. Results. The criteria for assessing the quality of two types of services in the field of safety and health are proposed: the implementation of the functions of the labor protection service and a special assessment of working conditions. The criteria are divided into three main groups: from the position of the state, the employer and the employee. Based on the criteria developed indicators of quality of services, which are formalized and calculated using classical mathematical methods and allow to quantify the level of quality of services. Discussion. To assess the quality of services in the field of safety and health, it is necessary to calculate each of the presented in the table 1 and 2 indicators. After that, you should evaluate the result. We propose to evaluate the result by simply counting the positive and negative results of the calculation of indicators. Conclusion. The issue of assessing the quality of services is one of the priorities in the development and improvement of the market of services in the field of safety and health. The proposed methods allow to evaluate the work of organizations accredited to provide services in the field of safety and health. The introduction of a system of state control over the quality of such services would make it possible to establish a more understandable system and quality interaction of all parties to the social partnership ��� the state, the employer and the employee
- Published
- 2021
- Full Text
- View/download PDF
69. MELHORIA DOS SERVIÇOS PRESTADOS: APLICAÇÃO DO SERVQUAL RELACIONADA AOS 4 P'S DE SERVIÇOS.
- Author
-
da Silva Wegner, Roger, Pentiado Godoy, Leoni, Flores Costa, Vania Medianeira, and Ramos Camfield, Claudio Eduardo
- Abstract
This work includes a study of an organization, located in northern Rio Grande do Sul. Organizations are seeking to understand the expectations of its customers, because the more approaches this idea, the greater chances of offering quality services. To achieve the proposed objectives, we seek through this research to understand the perceptions of respondents about the quality of services, using the method of the 4 P's services (Profile, Processes, Procedures, People) related to the SERVQUAL tool in a languages company. The work features a case study, also being considered a descriptive exploratory study of approaches, quantitative and qualitative. Data were collected through a questionnaire to 134 students and 9 employees. To analyze the information we used the SPSS 20 (Software Statistical Package for the Social Sciences) and Microsoft software Excel®.Com Based on the results, it was revealed that company needs to invest in human resources. For, as the perception of the customers the quality proves ideal. However, investment in this area is to contribute to a better performance of the professionals who make up the organization. As a suggestion it is recommended to carry out further research such as: organizational climate, innovation in services. [ABSTRACT FROM AUTHOR]
- Published
- 2015
- Full Text
- View/download PDF
70. The Role and the Importance of Managers for the Diversity of the Touristic Services.
- Author
-
Sîrbu, Corina Constanta
- Subjects
- *
TOURISM management , *EXECUTIVES , *QUALITY of service , *EMPLOYEE motivation , *TOURISM marketing - Abstract
In the present, due to the competition, the managers of touristic units have to focus more on developing attractive touristic services. Because tourism is a complex activity, the managers have to insure high quality services at low prices and in the meantime to motivate the employees so that their services to meet the tourists expectations. In this study we used the questionnaire as research method and the geographical area of the research is Orsova from Mehedinti county, which has a significant touristic potential due to the natural environment where it is placed. [ABSTRACT FROM AUTHOR]
- Published
- 2014
71. QUALIDADE NO SERVIÇO PÚBLICO: UM ESTUDO DE CASO EM UMA FUNDAÇÃO PÚBLICA EM MINAS GERAIS.
- Author
-
La Falce, Jefferson Lopes, De Muylder, Cristina Fernandes, Pressot, Ivanete Milagres, and Lima Toivanen, Maria Aparecida Borba
- Abstract
Copyright of Amazônia, Organizações e Sustentabilidade (AOS) is the property of Amazon, Organizations & Sustainability - AOS / Amazônia, Organizações e Sustentabilidade (AOS) 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.)
- Published
- 2014
- Full Text
- View/download PDF
72. Toxic directions and their impacts on health organizations
- Author
-
Joemar Braga Alves
- Subjects
Toxic Directions ,Servicios de calidad ,Profesionales de la Salud ,Direções Tóxicas ,Serviços de qualidade ,Health Organizations ,Direcciones Tóxicas ,Organizaciones de Salud ,General Earth and Planetary Sciences ,Health Professionals ,Serviços de Qualidade ,Quality services ,Organizações de Saúde ,General Environmental Science - Abstract
This article intends to open space for future research on the development of more effective leaders in Health Organizations, in the sense that when the health professional realizes that the actions of their leader are abusive, they can signal and even protect themselves from the effects that such actions can affect your performance and organizational well-being. Private health organizations (HO), like all profitable organizations, need to survive in the business world, not only offering quality services, but guaranteeing profits for the functioning of their activities. And in this scenario of great competition, modern questions arise about the possible styles or types of leadership that would be more appropriate to make health organizations achieve their goals, that is, it would be necessary to make organizations achieve their goals that the directions of the Health Organizations apply abusive supervision, because what has been observed, today, is that in the eagerness to earn profits, or to reach their goals, some HO leaders are very inclined to exercise abusive leadership. Therefore, the key point of the research will be to analyze the impacts of an abusive coordination on the performance of health professionals at work with a focus on “service provision”; such a study is of great relevance to the organizational world and, mainly, to health organizations (HO), as these are the main responsible for “excellence in the provision of health services to society”. Este artículo pretende abrir espacio para futuras investigaciones sobre el desarrollo de líderes más efectivos en las Organizaciones de Salud, en el sentido de que cuando el profesional de la salud se da cuenta de que las acciones de su líder son abusivas, pueden señalar e incluso protegerse de los efectos que tales acciones pueden afectar su desempeño y bienestar organizacional. Las organizaciones privadas de salud (OS), como todas las organizaciones rentables, necesitan sobrevivir en el mundo empresarial, no solo ofreciendo servicios de calidad, sino garantizando ganancias para el funcionamiento de sus actividades. Y en este escenario de gran competencia, surgen interrogantes modernas sobre los posibles estilos o tipos de liderazgo que serían más adecuados para que las organizaciones de salud logren sus metas, es decir, sería necesario hacer que las organizaciones logren sus metas que las direcciones de las Organizaciones de Salud aplican una supervisión abusiva, porque lo que se ha observado, hoy, es que en el afán de obtener ganancias, o alcanzar sus metas, algunos líderes de OS se inclinan mucho a ejercer un liderazgo abusivo. Por tanto, el punto clave de la investigación será analizar los impactos de una coordinación abusiva en el desempeño de los profesionales de la salud en el trabajo con un enfoque de “prestación de servicios”; tal estudio es de gran relevancia para el mundo organizacional y, principalmente, para las organizaciones de salud (OS), ya que estas son las principales responsables de la “excelencia en la prestación de servicios de salud a la sociedad”. Este artigo pretende abrir espaço para futuras pesquisas sobre o desenvolvimento de lideranças mais efetivas nas Organizações de Saúde, no sentido de que quando o profissional de saúde percebe que as ações de seu líder são abusivas pode sinalizar e até mesmo se proteger dos efeitos que tais ações podem causar no seu desempenho e bem-estar organizacional. As Organizações de saúde (OS) privadas como todas as organizações lucrativas, precisam sobreviver no mundo empresarial, não só oferecendo serviços de qualidade, mas garantindo lucros para o funcionamento de suas atividades. E nesse cenário das grandes concorrências que surgem os questionamentos modernos sobre os possíveis estilos ou tipos de liderança que seriam mais adequados para fazer com que as organizações de saúde atinjam seus objetivos, ou seja, seria necessário para fazer com que as organizações atinjam os seus objetivos que as direções das Organizações de saúde apliquem supervisões abusivas, pois o que se tem observado, atualmente, é que no afã de se auferir lucros, ou atingir suas metas, alguns líderes de OS estão muito tendentes a exercer lideranças abusivas. Sendo assim, o ponto nevrálgico da pesquisa será analisar os impactos de uma coordenação abusiva sobre o desempenho dos profissionais de saúde no trabalho com foco na “prestação de serviço”; tal estudo é de grande relevância para o mundo organizacional e, principalmente, para as organizações de saúde(OS), pois são essas as principais responsáveis pela “excelência da prestação de serviços de saúde para a sociedade”.
- Published
- 2020
73. Determinants of Reputation at Private Graduate Online Schools
- Author
-
Lilliana L. Avendaño-Miranda, Camio Prado-Román, Juan Martín-Miguel, and Gabriel Cachón-Rodríguez
- Subjects
media_common.quotation_subject ,Geography, Planning and Development ,lcsh:TJ807-830 ,lcsh:Renewable energy sources ,Sample (statistics) ,Management, Monitoring, Policy and Law ,Competitive advantage ,Good governance ,Intangible asset ,0502 economics and business ,Generalizability theory ,online-reputation ,Marketing ,private school of higher education ,lcsh:Environmental sciences ,media_common ,lcsh:GE1-350 ,quality services ,Service quality ,Renewable Energy, Sustainability and the Environment ,Corporate governance ,lcsh:Environmental effects of industries and plants ,05 social sciences ,050301 education ,work environment ,sustainability ,innovation ,lcsh:TD194-195 ,governance ,Business ,0503 education ,050203 business & management ,performance ,Reputation - Abstract
Reputation is considered an intangible asset that provides a competitive advantage in organizations, although in the field of education, its study and, specifically, its antecedents need further study. The aim of this paper is to analyze the effect of sustainability, innovation, perceived performance, service quality, work environment and good governance on reputation in private graduate online schools. This study is based on quantitative data collected from a survey. The sample consists of 349 students from a private graduate online school. The results obtained through PLS-SEM show that sustainability, service quality and good governance have a positive and significant influence on reputation. However, innovation, perceived performance and governance do not have a positive effect on the reputation of this type of organization. Therefore, more studies covering a greater sampling variety are required to determine the generalizability of these results. This study is a useful contribution since it will help managers of the private graduate online schools to know which aspects generate more reputation and, therefore, are the most valued by the public, so that the organization has a basis for decision-making.
- Published
- 2020
- Full Text
- View/download PDF
74. Report of the 'satisfaction' survey amongst public health services nurses in Port Said
- Author
-
Susanna Padrini and Saverio Bellizzi
- Subjects
medicine.medical_specialty ,Occupational health ,business.industry ,Nurse ,Quality services ,Nursing research ,Public health ,RT1-120 ,Staffing ,Nursing ,Occupational safety and health ,Job satisfaction ,Public hospital ,Medicine ,Egypt ,Salary ,Nursing management ,business ,General Nursing ,Research Article - Abstract
Background There is a paucity of evidence regarding the job experience of nurses in Egypt. An unpublished previous pilot study conducted in the Port Said Technical Nursing Institute, which was based on 36 participants, showed that almost half of nurses were satisfied with their job; on the other hand, nurses indicated low salaries and high work-loads as main reasons for dissatisfaction. We explored job satisfaction of nurses working in public health services of the Port Said Governorate to inform future healthcare policy. Methods A cross-sectional study including nurses from different public health services was conducted. Questionnaires were delivered in a sample of primary health care facilities as well as in the Port Said Governorate public hospital. Following a literature review, eight components were identified as contributors to job satisfaction; two closed questions for each of the eight components and two open questions were devised for a total of 18 questions. Results The final study population consisted of 285 individuals. Almost 40.0% of the participants felt safe in their clinical environment while around 10.0% disagree on this. Almost 70.0% of participants complained about high work-load due to shortage of staff in the respective clinical area. Almost 85.0% of nurses reported that their salary did not cover living cost while only 13.0% indicated earning a fair salary. Almost 60.0% agreed with the fact that they have regular opportunities to develop in their career. Conclusion Increasing job satisfaction among nurses in Egypt is critical to ensure quality of care for patients. Issues such as salary, staffing and cooperation with colleagues deserve specific attention.
- Published
- 2020
75. Coming Back for More Quality Learning Experience
- Author
-
Rosita Husain, Mazni Saad, Wan Nurul Fatimah Wan Mohamad Nawi, and Nafiza Mahyuddin
- Subjects
learning experience ,quality services ,Medical education ,business.industry ,media_common.quotation_subject ,Satisfaction ,Quality learning ,Private institution ,General Medicine ,Malaysia ,Learning experience ,private university ,Publishing ,lcsh:HT51-1595 ,lcsh:Communities. Classes. Races ,Quality (business) ,Support system ,Architecture ,business ,Psychology ,License ,media_common - Abstract
This preliminary study investigates students’ expected learning experiences that determine their return to the same university for further studies. A cross-sectional analysis was done on 190 undergraduate students in a private institution of higher learning. Their opinions were sought regarding the present quality of services offered by the university. Their concern was for quality teaching, lecturers and facilities, and especially course fees, technology, and support systems. The study highlights the need to look again at some of the students’ major complaints, which could guarantee their return to the university’s doorstep. Keywords: Satisfaction; learning experience; quality services; private university; Malaysia. eISSN 2398-4279 © 2018. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
- Published
- 2018
76. Evaluación de la calidad en servicios de educación superior a distancia: escala SERVQUAL y análisis factorial
- Author
-
Tobías Martínez, Miguel Ángel, Fuentes Esparrell, Juan Antonio, Feriche Rodríguez, Isabel, Alvarez Jiménez, Francisco Javier, Tobías Martínez, Miguel Ángel, Fuentes Esparrell, Juan Antonio, Feriche Rodríguez, Isabel, and Alvarez Jiménez, Francisco Javier
- Abstract
Society, business and technology change rapidly, that is why the perception of learning has to be changed in order to keep up with the competitive environment. At present there has been a significant change in higher education and in the learning process in general, with the help of information and communication technologies (ICT) and, especially, due to the Internet. In this context it is highlighted the EAD (Distance Education). This in turn has presented expansion in the market and also convenience to the student, because he chooses the time and where he wants to study. This research has the objective of evaluating the quality (through the scale SERVQUAL and the gap model) of the EaD in an institution located in Rio Grande do Sul. Also the research proposes to refine a research instrument, to make it more accurate, using the factorial analysis. The results pointed out that in the analyzed Institution there are gaps (gaps) to be filled. And the factorial analysis proved useful for the refinement of the research instrument. This made it possible to have greater homogeneity among the variables of each dimension. Therefore, the research proves useful both at the academic and business level., La sociedad, los negocios y la tecnología cambian rápidamente, es por eso que la percepción del aprendizaje tiene que ser cambiada para poder mantener el ritmo frente al ambiente competitivo. En la actualidad ha habido un cambio significativo en la enseñanza superior y en el proceso de aprendizaje en general, con el auxilio de las tecnologías de la información y comunicación (TIC) y, especialmente, debido a Internet. En este contexto se destaca la EaD (Educación a Distancia). Esta a su vez ha presentado expansión en el mercado y también comodidad al alumno, pues él escoge el horario y dónde quiere estudiar. Esta investigación tiene el objetivo de evaluar la calidad (a través de la escala SERVQUAL y del modelo gap) de la EaD en una institución ubicada en Rio Grande do Sul. También la investigación se propone refinar (validar) un instrumento de investigación, para perfeccionarlo, utilizando el análisis factorial. Los resultados apuntaron que en la institución analizada existen gaps (vacíos) a ser llenados. Y el análisis factorial se mostró útil para el refinamiento del instrumento de investigación. Pues, eso hizo que hubiera mayor homogeneidad entre las variables de cada dimensión. Por lo tanto, la investigación se muestra útil tanto a nivel académico como empresarial.
- Published
- 2020
77. Avaliação e classificação de instituiçÕes de ensino médio: um estudo exploratório.
- Author
-
Policani Freitas, André Luís and da Silva, Vinicius Barcelos
- Subjects
SCHOOL rankings ,TEACHER attitudes ,STUDENT attitudes - Abstract
The article offers information on a study which evaluates and ranks the quality an educational institution according the perception of teachers and students.
- Published
- 2014
78. MAPEAMENTO BIBLIOMÉTRICO DOS MODELOS DE QUALIDADE EM SERVIÇOS: PUBLICAÇÕES DE PESQUISADORES BRASILEIROS SOBRE O TEMA ATÉ 2012.
- Author
-
Savi Mondo, Tiago and Silveira Fiates, Gabriela Gonçalves
- Subjects
MARKETING ,ADVERTISING ,CUSTOMER relations ,QUALITY of service ,BIBLIOMETRICS ,PRODUCTION engineering - Abstract
Copyright of Revista Pretexto is the property of Revista Pretexto 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.)
- Published
- 2014
79. Management of Library Quality Services in Public Universities in Tanzania.
- Author
-
Swallehe, Omary and Mandari, Upendo
- Subjects
PUBLIC universities & colleges ,SERVQUAL (Service quality framework) ,QUALITY control ,SERVICE industries ,QUALITY function deployment ,STATISTICAL process control ,LIBRARIES & industry ,SOCIAL history - Abstract
Many institutions of higher education in Tanzania and other developing economies are striving to improve the quality of education through imposing policies and other appropriate measures. One of the measures imposed by governments of these economies is the establishment of governing boards which are responsible among other things; quality control and assurance in higher learning institutions to make sure each and every institution adhere to the standards set by these watchdogs. This study is aimed at investigating the quality of library services in public universities using SERVQUAL MODEL. It should be noted that, quality management in not-for-profit organizations is challenging than profit oriented organizations. The one who pays for the services in public institutions does not necessarily be the one who consumes the services and those who consume the services sometimes don't pay for the services. The findings of this study revealed that there is an overall service quality gap for users of public universities library services in all universities combined. However, some universities are better off than their counterparts. [ABSTRACT FROM AUTHOR]
- Published
- 2013
80. Delivering quality services -- Austin style.
- Author
-
BADAWI, GHIZLANE
- Subjects
- *
INTERNATIONAL airports , *STRATEGIC planning , *RISK management in business , *QUALITY of service , *EMPLOYEE empowerment - Abstract
Austin-Bergstrom International Airport (ABIA) serves an external customer base of passengers as well as internal customers consisting of employees and business partners. ABIA's committed leadership uses different management tools to focus, plan and execute; empowers staff at all levels to take action, keeping them focused, holding them accountable and incentivising them; and engages all the airport community in improving service quality. ABIA continues to grow its brand around a quality customer experience, providing passengers with exceptional facilities and services and improving workflow processes. ABIA has a character and feel that is truly reflective of Austin, a city known for its hospitality and music, and the airport delivers a standard of service that passengers rate among the best in the USA. This paper describes the key factors in ABIA's success. [ABSTRACT FROM AUTHOR]
- Published
- 2012
- Full Text
- View/download PDF
81. New challenges for the quality of librarian services delivery in Portugal.
- Author
-
de Carvalho, Maria Margarida Melo and Dominguez, Caroline Elizabeth
- Abstract
Purpose – The purpose of this paper is to reflect on the user's assessment of the level of quality of the library services of the Portuguese University of Trás-os-Montes e Alto Douro (UTAD) in order to identify its potential improvement. Design/methodology/approach – Following a literature review on library service quality assessment focusing on the ServQual, Lib Qual, or Biqual conceptual tools, a survey was designed and applied to a sample of the UTAD library's users, and then subjected to statistical analysis. Findings – The literature review on library quality service assessment points out an array of dimensions that must be taken into account. The conceptual tools recently developed for that assessment showed that the services provided by the UTAD library needed to be redefined in order to enhance its user's autonomy. The results of the survey follow the findings of the literature review and, in particular, show that for the UTAD case study: gender is an important variable to take into account; the access to new technologies and to its convenient use is of the outmost importance; and face to face relation between users and service providers must be deepened. Practical implications – The data survey clearly indicates the areas in which UTAD library has to direct its efforts in order to improve the quality of its services and meet users' expectations. Originality/value – The results opened up the way to future comparative investigations with other services provided by other university libraries. [ABSTRACT FROM AUTHOR]
- Published
- 2012
- Full Text
- View/download PDF
82. The concept study of Servqual method's gap.
- Author
-
Wolniak, Radosław and Skotnicka-Zasadzien, Bozena
- Subjects
CUSTOMER satisfaction ,QUALITY of service ,SENSORY perception ,TOTAL quality management ,SERVQUAL (Service quality framework) ,STRATEGIC planning ,EMPLOYEES - Abstract
The methodology of conduct, presented in this publication, allows conducting the study of clients' satisfaction of services in a complex manner and at the same time, it allows getting to know all problems appearing in the process of their provision. Gap no 5 expresses a general client's perception of services and allow defining his satisfaction. Gap 4 allows defining in what range the organization provides clients with false and distorted information in its promotion and advertising materials, which in consequence influence on their satisfaction. The result from gap no 4 can be used when planning promotion campaign. Gap no 2 and 3 allow defining if the organization is realizing the planned strategy of quality. It allows defining which employees provide services of a low quality and then by means of the application the appropriate motivation tools it allow to cut it out. Finally, gap no 1 which allow defining problems connected with marketing communication. It allows finding client's needs which organization does not know and which should be included in its strategy. [ABSTRACT FROM AUTHOR]
- Published
- 2012
- Full Text
- View/download PDF
83. MEASURING SERVICE QUALITY USING SERVQUAL MODEL: A CASE STUDY OF BROKERAGE OFFICES IN IRAN.
- Author
-
Meybodi, Alireza Rajabipoor
- Subjects
QUALITY of service ,SERVICE industries ,CUSTOMER services ,QUALITY control ,INVESTORS - Abstract
Many organizations especially service organizations to suit their ideals and mission specific approach to the topic that have quality and management. This paper is intended to subject the importance of quality serve the brokerage offices, the gap analysis using the model and analysis techniques to Serve quality service brokerage offices presented a case study (Stock Brokerage office's regional provinces Yazd) pay. Design/methodology/approach: Application of statistical non-parametric test for the qualitative analysis of significant gaps in services, suggestions for improving the quality of brokerage services at a low-level case study is presented. Statistics tests in five areas, including service quality conceptual donor tangible form, reply to, guarantee, credit, and charity have been. For this purpose, based on service quality gaps five branches, a questionnaire measure designed level perception and expectations of investors and broker's service brokerage offices, and the navigation. Findings: Results show that donor expectations and perceptions between investor's quality service brokerage offices in all areas, there are significant differences. Brokerage Managers, the models analyzed using the service quality, will be able to create gaps between the way the service provided, i.e., investors and agents known to the agency planned to strengthen and reform pay problems. Originality/value: Serve equal technique used for the first time in Iran and in particular, in Yazd province, for the assessment the service quality of brokerage offices. It certainly results in improving the quality of services these offices will be effective. [ABSTRACT FROM AUTHOR]
- Published
- 2012
84. Competitive importance-performance analysis of an Australian wildlife park.
- Author
-
Taplin, Ross H.
- Subjects
PARKS ,ANIMALS ,PERFORMANCE evaluation ,ZOOS ,TOURIST attractions ,GAP analysis (Planning) ,TOURISM - Abstract
Abstract: Importance-Performance Analysis (IPA) and the related analysis of performance minus importance gaps have proved valuable and popular techniques for the management of tourism destinations as well as products and services more generally. Their simplicity makes them easily interpretable to management. Unfortunately their application is hindered by measurement bias and doubt over the appropriate placement of crosshairs to determine whether performance and importance is high or low. This paper introduces Competitive Importance-Performance Analysis (CIPA) to resolve these issues by applying the scientific principle of a control. CIPA uses benchmarking against competitors to determine cross-hair placement, reduce measurement bias and determine market position. A survey of an Australian wildlife park is used to illustrate how CIPA provides additional insights for management while results from IPA or gap analysis are potentially misleading. CIPA is applicable not only to tourism but also to other areas of management or marketing of a product or service. [Copyright &y& Elsevier]
- Published
- 2012
- Full Text
- View/download PDF
85. Making Book: Gambling on the Future of Our Libraries—Executive Summary of the KC Consensus White Paper.
- Author
-
Wilding, Jennifer
- Subjects
- *
PUBLIC libraries , *ACADEMIC libraries , *CONSENSUS (Social sciences) , *DECISION making , *COLLECTIVE action , *LIBRARIANS , *LOCALISM (Political science) - Abstract
This publication is the executive summary of a white paper that Kansas City Consensus developed on the libraries of metropolitan Kansas City, Missouri and Kansas. The document analyzes the service issues, costs, and political issues that face the KC libraries if and when they consider consolidation or more extensive collaborative arrangements than they now have in place. Librarian readers will find many issues that will face them if they attempt consolidation or more extensive collaboration. The localism that is the basis of so much in public library tradition is examined as a weakness and as a strength. The executive summary of the report is followed by a statement that explains the perspective and work of the Kansas City Consensus. [ABSTRACT FROM AUTHOR]
- Published
- 2005
- Full Text
- View/download PDF
86. Organisational culture at higher educational institutions: The importance of internal marketing
- Author
-
Kyriacou, Evdoxia and Panigyrakis, George G.
- Subjects
Internal marketing ,Value system ,Quality services ,Economics and Business ,Human resources ,Social Sciences ,Higher education ,Internal culture ,Organisational culture - Abstract
To fulfil their mission to provide high-quality services, higher education institutions are required to conduct internal marketing. This paper draws on the case study of a University in Cyprus to explore how six interconnected dimensions of internal marketing inform the satisfaction and loyalty of administrative staff. The study adopts a quantitative methodology, using a survey questionnaire to collect data. The questionnaire was answered online by a sample of 47 administrative employees. Descriptive statistics, correlations and a multiple linear regression analysis were performed. The study presents findings and results of quantitative analysis and proposes an internal marketing model. Limitations and future research proposals are discussed.
- Published
- 2020
87. Multilem : how to stand up to a crisis?
- Author
-
Lima, Filipa Barbosa Ferreira de and Guedes, Nuno Manuel de Magalhães
- Subjects
Fairs ,Multilem ,Serviço de qualidade ,Economic crisis ,Quality services ,Crise económica ,Feiras ,Ciências Sociais::Economia e Gestão [Domínio/Área Científica] - Abstract
Submitted by Isabel Gomes (itg@lisboa.ucp.pt) on 2020-01-06T15:30:15Z No. of bitstreams: 1 152117263_Filipa Lima_DPDFA.pdf: 1434006 bytes, checksum: e516de7328ec34e8a45d005a3748aa11 (MD5) Approved for entry into archive by Isabel Gomes (itg@lisboa.ucp.pt) on 2020-01-06T15:30:26Z (GMT) No. of bitstreams: 1 152117263_Filipa Lima_DPDFA.pdf: 1434006 bytes, checksum: e516de7328ec34e8a45d005a3748aa11 (MD5) Made available in DSpace on 2020-01-06T15:30:26Z (GMT). No. of bitstreams: 1 152117263_Filipa Lima_DPDFA.pdf: 1434006 bytes, checksum: e516de7328ec34e8a45d005a3748aa11 (MD5) Previous issue date: 2019-10-11
- Published
- 2019
88. Organizacija eko kampa i inovativne usluge kamping turizma
- Author
-
Stanissa, Larra and Floričić, Tamara
- Subjects
quality services ,camping tourism ,kamping turizam ,ekološka osviještenost ,SOCIAL SCIENCES. Economics ,ekološki odgovorno poslovanje ,innovative services ,DRUŠTVENE ZNANOSTI. Ekonomija ,inovativne usluge ,kvaliteta usluge ,ecological awareness ,ecological responsible management - Abstract
Kampiranje je aktivnost na otvorenom koja uključuje noćenja u šatoru, kamp prikolici, kamperu ili mobilnoj kućici. Danas je kampiranje vrlo popularan oblik smještaja, jer je spoj prirode i luksuza. Razvoj kampova doveo je do ponude velikog broja raznih mobilnih kućica i šatora. Kako bi ostali konkurentni, kampovi pokušavaju pružiti višu razinu kvalitete usluge. Kampiranje nije samo provođenje vremena u prirodi, već i način života. Budućnost kampova je u inovativnim rješenjima i ekološkom odgovornom upravljanju, pa ovaj rad pokušava ukazati na važnost ekološke svijesti. Analizom o ponašanju gostiju u kampu "Brioni Sunny Camping" potvrđeno je da su gosti informirani o zagađenju okoliša i važnosti recikliranja kao i racionalne uporabe vode i struje. Camping is an outdoor activity that includes overnight stays in a tent, caravan, motorhome or a mobile home. Today camping is very popular form of accommodation because it is a combination of nature and luxury. The development of the camping sites has led to the offering a wide variety of mobile homes and tents. To stay competative, campsites are trying to provide a higher quality of service. Camping is not just about spending time in nature, it is also a way of life. The future of the campsites is in innovative solutions and ecological responsible management, so this paper tries to highlight the importance of ecological awareness. Through the analysis of guest behavior at "Brioni Sunny Camping", it is comfirmed the guests are informed about the enviormental pollution and the importance of recycling and using rationally the water and electricity.
- Published
- 2019
89. Interni marketing
- Author
-
Stranščak, Anja and Faganel, Armand
- Subjects
quality services ,employees ,interni marketing ,zaposleni ,internal marketing ,customer satisfaction ,kakovostne storitve ,zadovoljstvo ,stranke ,udc:339.138:366.6(043.2) ,customers - Published
- 2019
90. Hubungan persepsi mutu pelayanan dengan kepuasan pasien di puskesmas Karang Intan
- Author
-
Ahmad Zaidan, Abdurrahman Wahid, Brenda Ellyse Sangari, Yolanda Handayani, and Puskesmas Karang Intan
- Subjects
Perceived quality ,medicine.medical_specialty ,Cross-sectional study ,business.industry ,Family medicine ,Public health ,Quota sampling ,Chi-square test ,Medicine ,General Medicine ,perception ,quality services ,satisfaction patient ,business - Abstract
Purpose: The purpose of this research was to investigate the relationship between perceived quality of care with satisfaction patient at Karang Intan Public health center in Banjar district. Method : The design of these activities is observational analytic with cross sectional design method. Subject activities are patient in Karang Intan Public health center in 2016 were determined with quota sampling technique. Data analysis of univariate and bivariate using chi square test. Results : Factors perceptions quality of satisfaction patient is administrative services (p = 0.002), nursing cares (p = 0.0001), drug services (p = 0.042), and facilities services (p = 0.007), whereas unrelated is doctors services (p = 1.000) and supporting facilities services (p = 0.093).
- Published
- 2019
- Full Text
- View/download PDF
91. The Challenges and Opportunities of Introducing Six Sigma at Customer Support Telecommunication Company
- Author
-
Samir Čaušević and Elma Avdagić-Golub
- Subjects
quality services ,lcsh:T ,six sigma ,lcsh:L ,lcsh:Technology ,customer support ,lcsh:Education - Abstract
Six Sigma is a version, a philosophy, a strategy and a set of tools for improvement of the quality services and processes. Till now, this method was mostly used in the world of manufacture. Telecommunication is the industry that is based on the service, where the customers are the main focus, and their needs very often seem unpredictable. In this work, a critical review had been given to the application of the Six Sigma methodology in the department of customers support of a telecom company. Through SWOT analysis, given is a review of the opportunities and challenges of this methodology, and also what is necessary to be changed for this methodology to have a purpose and application in one telecommunication company.
- Published
- 2019
- Full Text
- View/download PDF
92. servicios en la Gestión de Calidad
- Author
-
Rosa Torres Briones, Aida Maribel Palma León, Fabiola Palma León, and Karina Murillo Limones
- Subjects
CALIDAD DE LOS SERVICIOS ,CONTINUOUS IMPROVEMENT QUALITY ,MANAGEMENT ,QUALITY ,QUALITY SERVICES ,General Medicine ,MEJORA CONTINUA ,SERVICES ,SERVICIOS ,CALIDAD ,GESTIÓN - Abstract
This article shows that currently quality management determines the growth and improvement of companies, since to be present in an increasingly competitive market, companies have to bet on the quality of service. In this way, the implementation of a well-documented operational structure of work and integrated to the technical and managerial procedures, will serve as a basis to guide the actions of the work force, materials and equipment, and of course the attention that should be given. to customers. This work is oriented to the study of services in quality management, which allows us to understand where the need to offer a better service to the client and ultimately to society comes from, and how the entire organization has been included in the attainment of this end. This study involves the departure on the importance of the management of the provision of services which supports this investigative task, to finally raise the conclusions of this task. Este artículo ostenta que en la actualidad la gestión de calidad determina el crecimiento y mejora de las empresas, puesto a que para poder estar presente en un mercado cada vez más competitivo, las empresas tienen que apostar por la calidad del servicio. De tal manera, la implantación de una estructura operacional de trabajo bien documentada e integrada a los procedimientos técnicos y gerenciales, servirán de base para guiar las acciones de la fuerza de trabajo, los materiales y equipos, y por supuesto la atención que se debe dar a los consumidores. Este trabajo se orienta al estudio de los servicios en la gestión de calidad, el cual permite comprender de dónde proviene la necesidad de ofrecer un mejor servicio al cliente y en definitiva, a la sociedad, y de cómo se ha ido incluyendo toda la organización en la consecución de este fin. Este estudio que conlleva la partida sobre lo importante de la gestión de la prestación de servicios lo cual respalda esta tarea investigativa, para finalmente plantear las conclusiones propias de este cometido.
- Published
- 2018
- Full Text
- View/download PDF
93. KUALITAS PELAYANAN PUBLIK PENGURUSAN PASPOR PADA KANTOR IMIGRASI KELAS 1 DI KOTA PEKANBARU
- Author
-
Adni, Dita Fisdian
- Subjects
Passport ,Imigration ,Quality Services ,Public Service - Abstract
Research study describing quality service of passport arrangement that can be seen from activity that had been done in passport arrangement by Imigration Office Class 1 of Pekanbaru. Study problems is how quality services of passport arrangement that had done by Imigration office Class 1 of Pekanbaru. The method used in this research is quantitative descriptive that is using analysis in-depth interviews with several informants that is citizen who already get the service from Immigration Office Class 1 of Pekanbaru for the last 3 (three) years and officers from Immigration Office Class 1 of Pekanbaru about the services of passport arrangement and also using a questionnaire too as a technique of data collection. Result from this research showing that quality services in Imigration office Class 1 of Pekanbaru in passport arrangement is quite good such as technology used in supporting services increasingly sophisticated and servicing of passport arrangement that provided in accordance with the SOP (operational service standards). However, there are some inadequacy. It showed by complaint about a narrow parking lot, the information about passport arrangement for example about time that not clearly.
- Published
- 2018
94. Measuring the influence of Internal Service Quality on Health Care Delivery
- Author
-
Dr. A. V. Nageswara Rao
- Subjects
Internal service Quality ,Marketing management ,Quality services ,education ,Organization - Abstract
The objective of this study is to examine the influence of Internal Service Quality at various levels in Organization on Health care Delivery . The research method used in the study is Descriptive and Correlation is used to test the relationship among the variables. The target respondents Population who participated in the study are N=200 who are the Medical Duty staff in private hospitals around Visakhapatnam, AndhraPradesh,India. A structured Questionnaire of Di Xie 2005 Internal Service Quality was used to investigate its influence on Health care Delivery . The research findings showed that there is significant positive correlation r=0.554, p 0.001 between Internal service quality at various levels in organization on Health care delivery.The Results of Cronbach Alpha measurement showed that the score of reliability is above 0.70 which indicates an acceptable level The research findings adds to the literature the importance and positive influence of Internal service quality on Health care Delivery. Dr. A. V. Nageswara Rao "Measuring the influence of Internal Service Quality on Health Care Delivery" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-4 , June 2018, URL: https://www.ijtsrd.com/papers/ijtsrd13048.pdf
- Published
- 2018
95. Avaliação da qualidade percebida em serviços educacionais: proposta de uma escala
- Author
-
Larissa Carine Braz Becker, Verônica Paludo Bressan, and Kenny Basso
- Subjects
Qualidade no ensino superior ,educational services ,Higher education ,media_common.quotation_subject ,Exploratory research ,quality measurement ,Context (language use) ,lcsh:Education (General) ,Quality (business) ,L7-991 ,quality in higher education ,Curriculum ,media_common ,quality services ,Serviços educacionais ,lcsh:LC8-6691 ,Medical education ,Mensuração da qualidade ,lcsh:Special aspects of education ,LC8-6691 ,business.industry ,Education (General) ,General Medicine ,Qualidade em serviços ,Special aspects of education ,Confirmatory factor analysis ,Exploratory factor analysis ,Scale (social sciences) ,lcsh:L7-991 ,business ,Psychology - Abstract
The aim of this research is to develop and validate a scale in order to measure the quality perceived by undergraduate students in educational services. To carry out the work, was developed a bibliographic research about the concepts and features related to perceived quality, quality in higher education and ways to measure service quality, identifying the need to develop a specific scale for educational services in view of the tools found in the literature treated services in a general terms. To develop the scale so followed the steps suggested by Churchill in 1979, by cond ucted interviews with 17 students, in the qualitative exploratory research, and applied 410 questionnaires in students in the quantitative descriptive stage, consisting of two samples, for test and for validation. The results obtained by conducting explora tory factor analysis and confirmatory factor analysis demonstrated the reliability of the proposed scale, allowing its application in the context of higher education’s managerial. The final scale was composed by 21 indicators, and 6 dimensions: curriculum organization, professors, research and extension learning, administrative organization, infrastructure and additional services. This study has academic’s implications, because that collaborates with the discussion and on the indicators that make up the per ceived quality of educational services. Also, has a managerial implication, because it presents a new tool that can be used in higher education institutions as a way to qualify the delivery of services to the students.
- Published
- 2015
- Full Text
- View/download PDF
96. Questões de governança e os papéis dos stakeholders no ambiente do ensino superior brasileiro
- Author
-
Luís M. de Castro and José Teixeira
- Subjects
educational services ,Higher education ,media_common.quotation_subject ,quality measurement ,Audit ,lcsh:Education (General) ,Ensino superior ,Gestão ,Stakeholders ,Organização ,L7-991 ,quality in higher education ,media_common ,quality services ,Government ,lcsh:LC8-6691 ,LC8-6691 ,lcsh:Special aspects of education ,business.industry ,Corporate governance ,Estratégias ,Education (General) ,Governança ,General Medicine ,Public relations ,Special aspects of education ,Solidarity ,Capital (economics) ,Business ,lcsh:L7-991 ,Social capital ,Reputation - Abstract
http://dx.doi.org/10.5007/1983-4535.2015v8n2p237 Este artigo analisa e visa entender as relações de governança nas Instituições do ensino superior no Brasil, como mecanismo de integração e reprodução dos interesses dos diversos stakeholders, dentro e fora do ambiente organizacional. É explicado que os parceiros das IES no Brasil, com os quais estas estabelecem relações privilegiadas, permitem-lhes acessos através dos quais elas mobilizam recursos e se coordenam com atores externos, em alguns casos influenciando as agências de regulação e avaliação. Na sua prática, as IES desenvolvem suas estratégias conforme as informações obtidas através desses stakeholders ou informante-chave. Como parceiros interessados, os diversos stakeholders influenciam e por vezes determinam as escolhas feitas pelas organizações, por exemplo, as ofertas de cursos superiores (Licenciaturas, Bacharelados, Tecnólogos, Stricto Sensu e Lato Sensu). Os parceiros externos, vistos como stakeholders, podem ser as agencias reguladoras do ensino superior (MEC), as empresas, outras entidades governamentais e grupos profissionais e corporativos da sociedade. A pesquisa realizada teve como objeto de estudo (Yin 2010) uma IES privada sediada em São Luís, no Estado do Maranhão – Brasil, onde coletamos informações e conseguimos observar e identificar alguns stakeholders, aos quais forneciam informações necessárias para organização e, em contrapartida beneficiavam, em termos de imagem e de criação de capital social, desse relacionamento. Tomamos o conceito de capital social que, conforme o que nos diz (Nogueira and Catani 2007), é um conjunto de recursos atuais ou potenciais que estão ligados à ‘posse’ de uma rede durável de relações mais ou menos institucionalizadas de interconhecimento e de interreconhecimento ou, em outros termos, à vinculação a um grupo, como conjunto de agentes que não somente são dotados de propriedades comuns, mas também são unidos por ligações permanentes e úteis [...] o volume de capital social que um agente individual possui depende então da extensão da rede de relações que ele pode efetivamente mobilizar e do volume do capital (econômico, cultural ou simbólico) que é posse exclusiva de cada um daqueles a quem está ligado [...] os lucros que o pertencimento a um grupo proporciona estão na base da solidariedade.
- Published
- 2015
97. Talent Management in Healthcare: A Systematic Qualitative Review.
- Author
-
Mitosis, Konstantinos D., Lamnisos, Demetris, and Talias, Michael A.
- Abstract
Talent Management (T.M.) constitutes a modern and emerging research area in Human Resources Management (HRM). Using a systematic literature approach, we searched in Talent Management literature in the healthcare sector context. We conclude that the number of related studies is minimal. The benefits of implementing Talent Management strategies in healthcare organizations are essential for the organization's sustainable development and the talented staff and healthcare services patients. Our goal is to undertake a systematic literature review to identify these factors related to talent management practices suitable for healthcare organizations and professionals. We have conducted, according to PRISMA guidelines, a systematic literature review (2010–2020) in the electronic databases PubMed, CINAHL, Cochrane Database of Systematic Reviews, Health Source/Nursing Academic Edition. Search terms related to T.M. were ("Talent Management" AND "Talent Healthcare"). Strict inclusion and exclusion criteria were set for observational studies, while grey and unpublished literature, uncontrolled studies, protocols, commentaries, and conference proceedings were excluded. All included items were assessed for their quality according to set criteria. Six hundred and eighty-four studies were identified, of which 24 met the requirements. The resulting Talent Management Factors were grouped into nine categories: Programming, Attraction, Development, Preservation, Performance Assessment, Work Climate, Culture, Succession Planning, and Leadership. Based on these factors, we provide a holistic picture of the referred domain's leading developments. The paper determines the Talent Management factors and explains what happens in practice. In this way, we contribute to building a theoretical framework for T.M. in terms of the organizational context. [ABSTRACT FROM AUTHOR]
- Published
- 2021
- Full Text
- View/download PDF
98. O nivel de qualidade dos serviços de restaurantes e lanchonetes no eixo da Avenida São Sebastião como elemento de oferta turistica em Parnaíba, Piaui, Brasil
- Author
-
Brito, Adriana Santos, Martins, Fleurilene Silva, Brito, Adriana Santos, and Martins, Fleurilene Silva
- Abstract
The present work aims to identify the level of quality of the services provided in the A&B sector along the stretch of San Sebastian Avenue of city Parnaiba (PI), from the satisfaction of local clients and tourists. For this, the survey sought support in authors who hold large property of knowledge in the subject, as well as in books, articles and dialogues that seek to reflect on the quality services, the provision of services and the search for satisfaction of local clients and tourists in the search. That way, in the data collection sought to question the level of satisfaction of those who frequent the restaurants and snack bars on San Sebastian Avenue. The Data analysis materialized through the responses obtained in the questionnaires applied in field on which sought to identify as the provision of services, so flag the strengths and vulnerabilities, from the perception of these subjects, detecting the possible improvements to achieve the balance between services and clients at the same time enabling an improvement in quality services. Therefore, the results obtained in this survey will serve as a basis for future research that allow analyzing the services in the A&B sector of the city of Parnaiba in order to ensure the interrelationship between food and drink and tourism, whose meaning is the search for customer satisfaction., O presente trabalho tem como objetivo identificar o nível de qualidade dos serviços prestados no setor de A&B ao longo do trecho da Avenida São Sebastião, na cidade de Parnaíba (PI), a partir da satisfação dos clientes locais e/ou turistas. Para isso, a pesquisa buscou embasamento em autores que detêm grande propriedade de conhecimento no assunto abordado, assim como em livros, artigos e diálogos que procuram refletir sobre a qualidade no atendimento, a prestação de serviços e a busca por satisfação dos clientes locais e/ou turistas na pesquisa. Dessa maneira, em sua coleta de dados buscou-se questionar o nível de satisfação dos sujeitos que frequentam os restaurantes e lanchonetes no eixo da Avenida São Sebastião. A análise de dados se materializou por meio das respostas obtidas nos questionários aplicados em campo no qual buscou identificar como ocorre a prestação dos serviços, assim sinalizar os pontos fortes e os pontos vulneráveis, a partir da percepção desses sujeitos, detectando as possíveis melhorias para alcançar o equilíbrio entre serviços e os clientes, ao mesmo tempo possibilitar uma melhora na qualidade no atendimento. Portanto, os resultados obtidos nesta pesquisa irão servir de base para futuras pesquisas que permitam analisar os serviços no setor de A&B da cidade de Parnaíba, de forma a garantir a inter-relação entre Alimentos e Bebidas e o Turismo, cujo sentido final é a busca pela satisfação dos clientes., El presente trabajo pretende identificar el nivel de calidad de los servicios prestados en el A&B en el tramo de la Calle Son Sebastião, en la ciudad de la Parnaiba (PI), de la satisfacción de los clientes locales y turistas. Para esto, la encuesta buscó apoyo en autores que tiene una grande característica del conocimiento en el tema, así como en libros, artículos y logos diarias que buscan reflexionar sobre la calidad de servicios, la prestación de servicios de servicios y la búsqueda de satisfacción de clientes locales y turistas en la búsqueda. Así, su colección de datos intentó cuestionar el nivel de satisfacción de los que frecuentan los restaurantes y bares en la Calle Son Sebastião. El análisis de los datos que se materializa a través de las respuestas obtenidas en la pregunta se aplica en el campo en el que intentó identificar como la delicada prestación de servicios, hasta la bandera las fortalezas y puntos vulnerables, desde la percepción de los tema mediante la detección de los niveles podrían mejoras para alcanzar el blanco balance brio entre servicios y clientes, al mismo tiempo que permite una mejora en servicios de calidad. Por lo tanto, los resultados obtenidos en este estudio servirá como base para futuras investigaciones que permitan analizar los servicios en el sector A&B de la ciudad de Parnaiba, con el fin de asegurar la inter-relación de alimentos y bebidas y turismo, cuyo fin es la búsqueda de satisfacción de los clientes.
- Published
- 2018
99. Εσωτερικό Μάρκετινγκ και Σύστημα Αξιών σε Ίδρυμα Τριτοβάθμιας Εκπαίδευσης – Η Περίπτωση του Τεχνολογικού Πανεπιστημίου Κύπρου
- Author
-
Πανηγυράκης, Γεώργιος
- Subjects
τριτοβάθμια εκπαίδευση ,quality services ,human resources ,Εσωτερικό Μάρκετινγκ ,internal marketing ,σύστημα αξιών ,ανθρώπινο δυναμικό ,system of values ,ποιότητα υπηρεσιών ,higher education institution - Abstract
Internal Marketing is a prerequisite of high quality services provided by a Higher Education Institution. The case study of a University in Cyprus is examined to explore the use of the Internal Marketing dimensions and how these dimensions are interconnected to shape the conditions for the satisfaction and loyalty of the administrative staff. Mixed methodology (qualitative and quantitative) is used in this research. The qualitative component included semi-structured interviews with eight participants. The interviews were analyzed in order to highlight perceptions and opinions of the staff of the University, as well as to contribute to the formulation of a survey questionnaire, which was the instrument of the quantitative component of the research. The questionnaire was answered online by a sample of 47 administrative employees. Descriptive statistics, correlations and a multiple linear regression analysis were performed. The study presents findings and results of qualitative and quantitative analysis. Finally, policies for the development of Internal Marketing at a Higher Education Institution are presented. Η αποτελεσματική εξυπηρέτηση των αποδεκτών υπηρεσιών ενός Ιδρύματος Τριτοβάθμιας Εκπαίδευσης, υποστηρίζεται με την αξιοποίηση του Εσωτερικού Μάρκετινγκ. Η παρούσα εργασία, μελετά την περίπτωση Πανεπιστημίου στην Κύπρο, διερευνώντας τον βαθμό που αξιοποιούνται οι ιδιότητες/διαστάσεις του Εσωτερικού Μάρκετινγκ και οι δυνατότητες συνέργειας και αλληλεπίδρασης των ιδιοτήτων αυτών στην ικανοποίηση και αφοσίωση των διοικητικών εργαζόμενων στο συγκεκριμένο Εκπαιδευτικό Ίδρυμα. Για τη συλλογή των πρωτογενών δεδομένων, χρησιμοποιήθηκε η μικτή μέθοδος (ποιοτική και ποσοτική). Η ποιοτική συνιστώσα, περιελάμβανε ημιδομημένες συνεντεύξεις σε οκτώ συμμετέχοντες. Οι συνεντεύξεις αναλύθηκαν για να τονίσουν τις αντιλήψεις και τις απόψεις του διοικητικού προσωπικού του Πανεπιστημίου και συνετέλεσαν στη διαμόρφωση ερωτηματολογίου έρευνας, το οποίο ήταν το εργαλείο της ποσοτικής συνιστώσας της έρευνας. Το ερωτηματολόγιο απαντήθηκε ηλεκτρονικά από δείγμα 47 διοικητικών εργαζόμενων. Παρουσιάζονται δεδομένα της περιγραφικής στατιστικής ανάλυσης, ακολουθεί η παρουσίαση των συσχετίσεων και ολοκληρώνεται με την ανάλυση πολλαπλής παλινδρόμησης. Η μελέτη παρουσιάζει τις διαπιστώσεις και προτείνονται πολιτικές για την ανάπτυξη του Εσωτερικού Μάρκετινγκ σε ένα Ανώτατο Εκπαιδευτικό Ίδρυμα. Στέλιος Στυλιανού, Αναπληρωτής Καθηγητής Completed
- Published
- 2018
100. Evaluation of quality of service: real case in the hotel fitness center
- Author
-
Fagner José Coutinho de Melo, Natália de Almeida Ferraz, Denise Dumke de Medeiros, Taciana de Barros Jerônimo, and André Philippi Gonzaga de Albuquerque
- Subjects
021103 operations research ,Quality services ,05 social sciences ,lcsh:Geography. Anthropology. Recreation ,0211 other engineering and technologies ,lcsh:Recreation. Leisure ,Customer Satisfaction ,lcsh:GV1-1860 ,02 engineering and technology ,General Medicine ,Customer Focus ,lcsh:G ,Quality services. SERVQUAL. Customer Focus. Customer Satisfaction ,0502 economics and business ,050203 business & management ,SERVQUAL - Abstract
The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.
- Published
- 2018
Catalog
Discovery Service for Jio Institute Digital Library
For full access to our library's resources, please sign in.