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Objectives: In the sphere of occupational intensity, nursing stands recognized for its inherently demanding nature, marked by a rapid succession of tasks. Our primary aim was to assess the level of job intensity within nursing by analyzing the frequency and duration of activities performed by nurses, instances of task overlap, and the distribution of break times within a primary healthcare center. Methods: This study was conducted using a descriptive working method. Nursing activities were recorded with the observation of six nurses, each monitored for 37.5 h. We used the Maribor System for measuring Quantity in Nursing Care in Primary Health Care Settings to measure the nursing care activities about direct patient care, indirect patient care, and other unproductive aspects through direct non-participant observations. Results: About 41.5% (n = 1,640) of all nursing activities involving direct contact with patients, about 38.2% (n = 1,508) was indirect patient care, where a large amount worked with paper files (n = 666, 16.9%). In addition, about 15.0% were other nursing activities (mostly computer work), and just 5.3% (n = 210) of tasks were unproductive. The observational findings indicate a pronounced level of work intensity experienced by nurses in primary health clinics. Significantly, nurses were predominantly engaged in direct patient care tasks, often managing multiple activities simultaneously. Their transitions between tasks occurred approximately every 3 min, frequently without adequate intervals for breaks. Conclusions: This study highlights the need to shift nurses’ focus from a task-centric approach to one centered on patient care. The prevailing emphasis on tasks may contribute to enduring fatigue and professional dissatisfaction. Consequently, there is an urgent need to redefine the scope of a nurse’s role and implement a comprehensive computer information system as an integral part of this redefined approach.

This case is of Shija Hospitals & Research Institute Pvt. Ltd. (SHRI), a pioneer private Health Care institute in Manipur providing advanced healthcare technology with a humane touch. Affordable Excellence in Healthcare is now the theme of Shija Hospitals with a commitment to protect the environment and human health. This case paper attempts to present the various strategic options for SHRI for keeping pace with the growth of medical science for providing the best quality health care to the people of Manipur. This case highlights the various management techniques, tools and accreditation followed by SHRI in providing world standard quality health services to their patients and also the future outlook of the hospital. A study on the various management aspects of Shija Hospitals & Research Institute (SHRI) was taken up to keep us an insight into how Healthcare service provider worked. The reason for the choice of SHRI for the study is that it is the first NABH accredited medical college hospital in North East India with NABL-certified laboratories. The institute is spear headed by customer centric, employee empowerment, and quality management system to give the best of quality care to its customers. [ABSTRACT FROM AUTHOR]

The article reflects current issues of the formation and regulation of tariffs that have developed in the modern economy. A brief analysis of the historical development of tariff regulation with the assessment of the used methods and ways is conducted. The authors identified expediency of tariff formation and regulation by a single body determining functions and set tasks. The study uses descriptive, analytical, and comparative methods. The article describes a positive example of applying the practice of deregulation with subsequent possible extension to other areas. The reasons of inefficiency of using the marginal indices mechanism are determined and justified, which is directly related to underfunding of the industry and lack of investment components. The question is raised about the fulfillment of the development, or social function by tariff regulation. It is proved that the current tariff system is not able to change the situation of increasing the investment base necessary to stabilise the deterioration of infrastructure. The main components of the current tariff regulation system are identified, and the directions of a new development model are proposed with consideration to the problems found by the study. According to the research results, conclusions are given that reflect the essence of the designated topic for possible solutions to issues existing in the functioning development model.

In the realm of banking, Islamic banking concepts and practices may appear unfamiliar to certain customers, particularly those transitioning from conventional banking systems. The perception of customers is significantly influenced by the level of education and awareness imparted by the banks themselves. Moreover, it is widely believed that customer perception directly impacts their satisfaction levels. Within Tanzania, the Islamic banking sector has experienced modest growth in recent years. This study aims to delve into the perception held by customers regarding Islamic Banks’ adherence to Shariah principles in their operations. Also, it aims to understand the factors that attract customers to Islamic banks instead of conventional ones. This research focuses on the Islamic banking industry in Tanzania, covering both the mainland and the Island of Zanzibar. A total of 305 Islamic bank customers participated in this study by completing a close-ended questionnaire. Using a descriptive research design, this study examined four key factors: the banks’ compliance with Shariah principles, customers’ awareness of Islamic banking products and services, criteria used by customers when selecting a bank, and customer satisfaction with the quality of services offered. The findings showed that the majority of Islamic bank customers in Tanzania perceived these banks to be operating in accordance with Shariah law. This study also highlighted that Shariah compliance was the primary influencing factor in choosing an Islamic bank over a conventional followed by service quality. Therefore, Islamic banks in Tanzania should focus on providing more education about Islamic banking and ensuring that their products align with Islamic law.

In the realm of banking, Islamic banking concepts and practices may appear unfamiliar to certain customers, particularly those transitioning from conventional banking systems. The perception of customers is significantly influenced by the level of education and awareness imparted by the banks themselves. Moreover, it is widely believed that customer perception directly impacts their satisfaction levels. Within Tanzania, the Islamic banking sector has experienced modest growth in recent years. This study aims to delve into the perception held by customers regarding Islamic Banks’ adherence to Shariah principles in their operations. Also, it aims to understand the factors that attract customers to Islamic banks instead of conventional ones. This research focuses on the Islamic banking industry in Tanzania, covering both the mainland and the Island of Zanzibar. A total of 305 Islamic bank customers participated in this study by completing a close-ended questionnaire. Using a descriptive research design, this study examined four key factors: the banks’ compliance with Shariah principles, customers’ awareness of Islamic banking products and services, criteria used by customers when selecting a bank, and customer satisfaction with the quality of services offered. The findings showed that the majority of Islamic bank customers in Tanzania perceived these banks to be operating in accordance with Shariah law. This study also highlighted that Shariah compliance was the primary influencing factor in choosing an Islamic bank over a conventional followed by service quality. Therefore, Islamic banks in Tanzania should focus on providing more education about Islamic banking and ensuring that their products align with Islamic law. [ABSTRACT FROM AUTHOR]

Various studies have been conducted to measure the level of service provided by an institution or service, including hospitals, in order to determine the level of customer satisfaction. The purpose of this research is to assess the role of the quality of services offered by a hospital in predicting customer satisfaction. This study was conducted at Bunda Purwokerto Hospital. The participants consisted of 380 samples. Hypothesis testing using the Smart PLS method yielded an R-square value of 0.413 for the customer satisfaction variable. The results of H1 revealed a favourable influence on the satisfaction of outpatient patients at Bunda Purwokerto Hospital. The original sample produced a coefficient of 0.130, a t-statistic of 2.163 (> 1.96), and a p-value of 0.031 (< 0.05). The relationship between trust and job performance was deemed positive and significant, as evidenced by the t-statistic exceeding 1.96. This study confirms that an improvement in the quality of healthcare services shapes patient satisfaction and loyalty. Aspects encompassing healthcare service quality, such as the physical environment, customer-oriented atmosphere, responsiveness, effective communication, privacy maintenance, and safety, demonstrate a positive correlation with patient loyalty towards the hospital's image. [ABSTRACT FROM AUTHOR]

Extended AbstractAbstractEvaluation of service quality is one of the main concerns of government and non-government service providers. With the advancement of mobile technologies and the provision of government services to citizens in the framework of mobile government, the evaluation of the quality of this type of service has already received the attention of governments and researchers in the field of mobile government service quality. In this research, thematic analysis method and interpretive structural modeling (ISM) technique have been used. By analyzing the theme of the identified factors and themes and using the interpretive structural modeling method, the factors have been identified and classified among these factors.The method of theme analysis and interpretive structural modeling is based on the opinion of experts. The experts in this research consist of 14 expert professors, researchers and executives in the field of mobile government. The results of the research show that evaluating the quality of mobile government services at the first level, satisfying citizens at the second level, educating citizens and building trust in mobile government services at the third level, designing aapplication at the fourth level, data security and the culture of mobile government services at the fifth level, organizational policy, Web3 capabilities, and software and hardware infrastructure are at level six.IntroductionThe concern of all governments is to improve the indicators of good governance and in order to communicate and improve the quality of services for citizens, and from the period of providing traditional services to the provision of mobile electronic services, this challenge is always there for governments, because providing appropriate services It guarantees citizens satisfaction and suitable indicators for well-being in different countries. Due to the attention of the governments to the category of new technologies as the key to the problems of providing and improving the quality of services, goals such as trying to downsize the government body, reducing the costs of providing services, etc. are pursued. The same issue led to the emergence of mobile government in the world, where governments provide their services to citizens through smart mobile systems. The unique capabilities and features of mobile government, including location and time constraints in providing services, make governments welcome this phenomenon. Parallel to mobile government, we are witnessing the emergence of a new generation of the web called Web 3. which has emerged after the generations of Web1 and Web2. Based on this, in addition to providing services to help new technologies, evaluating the quality of services is also important for governments. Service provider organizations should also provide the necessary conditions to evaluate service quality for information technology by managing contextual factors, technology, policies, etc.Case StudyIn recent years, providing quality mobile electronic services to citizens has been considered as a key activity and the main factor in the success of governments and organizations services.The current research was conducted with the aim of identifying and leveling the factors affecting the quality of moblie government services in Iran in order to improve the quality of services in this field.Materials and MethodsIn this research, thematic analysis method and interpretive structural modeling (ISM) technique have been used. By analyzing the theme of the identified factors and themes and using the interpretive structural modeling method, the factors have been identified and classified among these factors.The method of theme analysis and interpretive structural modeling is based on the opinion of experts. The experts in this research consist of 14 expert professors, researchers and executives in the field of mobile government.Discussion and ResultsThe results of the research show that evaluating the quality of mobile government services at the first level, satisfying citizens at the second level, educating citizens and building trust in mobile government services at the third level, designing aapplication at the fourth level, data security and the culture of mobile government services at the fifth level, organizational policy, Web3 capabilities, and software and hardware infrastructure are at level six.ConclusionIn this research, with the help of interpretative structural modeling, the factors affecting the quality of mobile government services in Iran were stratified based on expert interviews and thematic analysis. The results showed that there are ten dimensions affecting the quality of mobile government services from the experts' point of view. Paying attention to each of the introduced dimensions increases the quality of services in other sectors as well.

Evaluation of service quality is one of the main concerns of government and non-government service providers. With the advancement of mobile technologies and the provision of government services to citizens in the framework of mobile government, the evaluation of the quality of this type of service has already received the attention of governments and researchers in the field of mobile government service quality. In this research, thematic analysis method and interpretive structural modeling (ISM) technique have been used. By analyzing the theme of the identified factors and themes and using the interpretive structural modeling method, the factors have been identified and classified among these factors.The method of theme analysis and interpretive structural modeling is based on the opinion of experts. The experts in this research consist of 14 expert professors, researchers and executives in the field of mobile government. The results of the research show that evaluating the quality of mobile government services at the first level, satisfying citizens at the second level, educating citizens and building trust in mobile government services at the third level, designing aapplication at the fourth level, data security and the culture of mobile government services at the fifth level, organizational policy, Web3 capabilities, and software and hardware infrastructure are at level six. [ABSTRACT FROM AUTHOR]

AbstractThis study analyzes the declining coverage of the co-production system in Posyandu health services during the COVID-19 pandemic. This research utilized qualitative analysis approach. Based on data obtained from the Indonesian Ministry of Health’s official website (2019–2020), journal related to maternal and child health services during the COVID-19 pandemic (2019–2022). Data focused on themes related to co-production in healthcare during the COVID-19 pandemic. There were several sub-themes identified, including ANC, immunization, and monitoring toddler growth through weighing. Problems with implementing ANC at Posyandu during the pandemic occurred in several cities in Indonesia. While the coverage of some immunizations had decreased over the national scale. Furthermore, growth monitoring had decreased by up to 10% on a national scale. To prevent the recurrence of this condition, health service innovation is required. Posyandu has good principles to improve the health status of mothers and children, but the Government needs to support the quantity and quality of cadres so that this principle can be realized. Support from several community leaders also needs to be encouraged to facilitate Posyandu implementation.

The study aimed to determine the impact of quality costs accounting through its dimensions of (prevention costs, evaluation costs, internal failure costs & external failure costs) on the quality of health services at private hospitals in the Hadhramout Governorate. The study used the descriptive analytical method to achieve its objectives and to test its hypotheses. The study community reached (8) private hospitals operating at Hadhramout province, given the small size of the study community, the complete census method was adopted to determine the sample of the study, which included (86) employees associated with financial management in hospitals. Based on the statistical analysis conducted through using the statistical package for social sciences (SPSS), the study findings revealed; There was a high level of the application of quality costs, as well as the quality of health services at the hospitals under study. The study also revealed a positive impact of quality costs with all of its dimensions (prevention costs, evaluation costs, internal failure costs, external failure costs) on the quality of health services at the hospitals under study. Based on the findings, the study recommended the private hospitals in Hadhramout Governorate to increase the application of quality costs with all of its dimensions due to its impact on improving the quality of health services, as well as the need to strengthen the quality of health services at those hospitals, with a view to continuous improvement of quality of health service to the level of quality exists at developed countries. [ABSTRACT FROM AUTHOR]

This study analyzes the declining coverage of the co-production system in Posyandu health services during the COVID-19 pandemic. This research utilized qualitative analysis approach. Based on data obtained from the Indonesian Ministry of Health's official website (2019–2020), journal related to maternal and child health services during the COVID-19 pandemic (2019–2022). Data focused on themes related to co-production in healthcare during the COVID-19 pandemic. There were several sub-themes identified, including ANC, immunization, and monitoring toddler growth through weighing. Problems with implementing ANC at Posyandu during the pandemic occurred in several cities in Indonesia. While the coverage of some immunizations had decreased over the national scale. Furthermore, growth monitoring had decreased by up to 10% on a national scale. To prevent the recurrence of this condition, health service innovation is required. Posyandu has good principles to improve the health status of mothers and children, but the Government needs to support the quantity and quality of cadres so that this principle can be realized. Support from several community leaders also needs to be encouraged to facilitate Posyandu implementation. [ABSTRACT FROM AUTHOR]

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.

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.

This study aims to investigate the level of satisfaction of foreign tourists, specifically millennials, based on different dimensions of destination image and the quality of the tourist services in Belgrade, the capital of the Republic of Serbia, as an emerging destination. Despite the tarnished image attached to the city after the Yugoslav Wars and the economic crisis in the 1990s, this emerging destination is becoming more popular among foreign visitors. A sample of 359 international tourists was surveyed. Structural equation modelling was used to test the relationships between the constructs. The results confirmed the positive effects of image and quality on satisfaction as well as a positive and direct effect of image on quality. Moreover, there was a partial mediation of quality between image and satisfaction. The findings have significant marketing and management implications for destination stakeholders. They provide useful insights for choosing effective strategies and an appropriate business tourism model in emerging destinations that can further help them to become more competitive. [ABSTRACT FROM AUTHOR]

Introduction : The quality of service at health facilities needs to be improved, one of the main keys is the service provided by health workers. Objective : The aim of this systematic review was to analyze the effectiveness of knowledge management in healthcare. Methods : The systematic review was carried out in March-April 2020 with a range of article search times from 2016-2020 using 5 electronic databases (Scopus, PubMed, Science Direct, CINAHL and ProQuest). The Center for Review and Dissemination and the Joanna Briggs Institute Guideline were used to assess the quality and PRISMA's checklist for this review guide. The literature search described four keyword groups based on Medical Subject Heading (MeSH) and the search description was (knowledge management*' OR 'SECI knowledge management') AND ('health care' OR hospital). Result : The article searched was found 13 articles suitable with the eligibility criteria, the results of the systematic review found that knowledge management had the effectiveness to provide information and knowledge processes, improve decision-making abilities, improve performance and quality of health services and increase organizational effectiveness. Discussion : As health service providers, hospitals and other health care institutions must continue to improve the quality of services. By improving the quality of services, it is expected to be able to answer the demands of the community to always provide optimal health services. With the application of good knowledge management, ideas and creativity from the workforce will be created in creating health service innovations. ABSTRAK Pendahuluan : Kualitas pelayanan di fasilitas kesehatan perlu ditingkatkan, salah satu kunci utamanya adalah pelayanan yang diberikan oleh tenaga kesehatan. Tujuan : Tujuan dari tinjauan sistematis ini adalah untuk menganalisis efektivitas manajemen pengetahuan dalam perawatan kesehatan. Tinjauan sistematis dilakukan pada bulan Maret-April 2020 dengan rentan waktu pencarian artikel adalah 2016-2020 menggunakan 5 database elektronik (Scopus, PubMed, Science Direct, CINAHL dan ProQuest). Center for Review and Dissemination dan Joanna Briggs Institute Guideline digunakan untuk menilai kualitas dan daftar periksa PRISMA untuk panduan ulasan ini. Pencarian literatur menggambarkan empat kelompok kata kunci berdasarkan Medical Subject Heading (MeSH) dan deskripsi pencarian adalah (manajemen pengetahuan*' ATAU 'manajemen pengetahuan SECI') AND (efek ATAU dampak ATAU) DAN ('perawatan kesehatan' ATAU rumah sakit). Hasil : Artikel yang dicari ditemukan 13 artikel yang sesuai dengan kriteria kelayakan, hasil tinjauan sistematis menemukan bahwa manajemen pengetahuan memiliki efektivitas untuk memberikan informasi dan proses pengetahuan, meningkatkan kemampuan pengambilan keputusan, meningkatkan kinerja dan kualitas pelayanan kesehatan dan meningkatkan organisasi efektivitas. Diskusi : Sebagai penyelenggara pelayanan kesehatan, rumah sakit dan institusi pelayanan kesehatan lainnya harus terus meningkatkan kualitas pelayanan. Dengan peningkatan mutu pelayanan diharapkan mampu menjawab tuntutan masyarakat untuk selalu memberikan pelayanan kesehatan yang optimal. Dengan penerapan manajemen pengetahuan yang baik akan tercipta ide dan kreativitas dari tenaga kerja dalam menciptakan inovasi pelayanan kesehatan.

This article presents the results of a study of practitioners' and experts' vision for implementing integrated services that combine healthcare and social work in Bulgaria. Sixty-four respondents (n = 64) were recruited to participate in interviews (n = 17) and focus groups (n = 47). The need for a conceptual clarification and a common vision for integrated social and healthcare services was evident, including the approaches to organization, service provision, management, and funding. More extensive studies about the perspectives for successful integration of healthcare and social services in Bulgaria, based on the analysis of current needs and resources, are required. [ABSTRACT FROM AUTHOR]

Today, which is characterized by economic growth, technological, environmental, and social change, it is hard to focus our business on goods and services that match social needs while being eco-friendly. There is no doubt that the urban environment provides numerous opportunities for relaxation and recreation; however, pollution (atmospheric and noise) in urban agglomerations produces states that are associated with a high mild discomfort. In this context, industrial parks seem to be solid business development alternatives. Thus, we conducted research in which we aimed to study the influence of the communication relationship between the industrial park management team (IP) on the line of perception of service quality. Concurrently, the research investigated the influence of communication with managerial staff at the company where the employee works on the employee's perceptions of quality of services received in the IP. [ABSTRACT FROM AUTHOR]

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. [ABSTRACT FROM AUTHOR]

Introduction: Satisfaction of the patient play a very important decisive factor for pay-for-performance metrics and it also replicates the type of care being provided. One of the major parameters to establish patient satisfaction is to measure success of services provided in hospital. Aim: To assess the quality of care in terms of patient’s satisfaction in a tertiary care hospital of Uttar Pradesh. Materials and Methods: A community-based cross-sectional study was carried out among patients attending the Outpatient Department (OPD) at Varunarjun Medical College and Rohilkhand Hospital, Uttar Pradesh, India. Total 88 people (patients or attendants) were interviewed by using a predesigned and pretested semi-structured proforma, in Hindi language. The questionnaire contained questions related to an individual’s experience with the staff and environment of health system at the end of their outpatient visit. Data were analysed using Statistical Package for the Social Sciences (SPSS) version 20.0. Result: The majority 37 (42.0%) belonged to age group of 34-49 years, 58 (66%) were males, 36 (40.9%) educated upto high-school and 45 (51.2%) belonged to general category. In the present study, regarding hospital informatory, 28(31.8%) respondent found good direction indicators. Waiting period was less than half-an-hour reported by 47(53.4%) patients. Sixty-three (71.5%) patients had opportunity to ask questions about their disease and treatment. Most of the respondent 50(56.8%) said that hospital staff listened to their questions and problems. Statistically significant association was found inbetween patient satisfaction and socio-demographic variable like age, gender, education and socio-economic status (p-value <0.05). Around 68 (77.2%) respondent were not satisfied with behaviour of hospital staff (nurses and paramedical staff) whereas only 35 (39.8%) respondent were satisfied with the behaviour of treating doctor. Conclusion: Among the different domains of measurements of patient satisfaction, only few were satisfied with doctor’s and paramedical staff. Doctor's time, behaviour of paramedical staff and poor quality of services were the main reasons for dissatisfaction among dissatisfied patients. [ABSTRACT FROM AUTHOR]

Introduction: Satisfaction of the patient play a very important decisive factor for pay-for-performance metrics and it also replicates the type of care being provided. One of the major parameters to establish patient satisfaction is to measure success of services provided in hospital. Aim: To assess the quality of care in terms of patient’s satisfaction in a tertiary care hospital of Uttar Pradesh. Materials and Methods: A community based cross-sectional study was carried out among patients attending the Outpatient Department (OPD) at Varunarjun Medical College and Rohilkhand Hospital, Uttar Pradesh, India. Total 88 people (patients or attendants) were interviewed by using a predesigned and pretested semi-structured proforma, in Hindi language. The questionnaire contained questions related to an individual’s experience with the staff and environment of health system at the end of their outpatient visit. Data were analysed using Statistical Package for the Social Sciences (SPSS) version 20.0. Result: The majority 37 (42.0%) belonged to age group of 34-49 years, 58 (66%) were males, 36 (40.9%) educated upto high school and 45 (51.2%) belonged to general category. In the present study, regarding hospital informatory, 28 (31.8%) respondent found good direction indicators. Waiting period was less than half-an-hour reported by 47 (53.4%) patients. Sixty-three (71.5%) patients had opportunity to ask questions about their disease and treatment. Most of the respondent 50 (56.8%) said that hospital staff listened to their questions and problems. Statistically significant association was found inbetween patient satisfaction and socio-demographic variable like age, gender, education and socio-economic status (p-value

Copyright of Knowledge: International Journal is the property of Institute for Knowledge Management 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.)

Introduction: Primary Healthcare Institutes in Malaysia is widely divided into two sectors, which are the government and private sectors. Several studies have shown that there are differences between the two sectors in a lot of aspects. However, the public’s perception as well as their preference between the two show huge discrepancies when compared to the actual reality of the two sectors. Methods: A cross-sectional study was conducted among 329 Ipoh residents using convenience sampling method after obtaining institutional ethical approval. Prior to data collection using online questionnaires, informed consent was obtained. Data analysis was done using SPSS. The categorical data was represented as frequency and percentages. The association between the socio-demographic factors and the preference and perception was analysed using the Chi-square test. Results: The respondents of this study were mostly female, younger age group, average monthly income. Most of the respondents perceive that private clinics offer quality services, equipped with new technology and equipment, and efficient services despite the higher cost of treatment. The public’s perception on the cost of treatment in government and private healthcare facilities is found to not have any significant association with age, gender, race, monthly income or number of family members. This might be because the public were not concerned about the cost of the treatment but preferred to get efficient and quality services. There was a significant association between age and the perception (p=0.009) and preference (p=0.012) in selecting private clinics among the respondents. Conclusion: In conclusion, Ipoh residents favored private healthcare facilities or services for their efficiency offered with quality care, though the cost of treatment is high. Sociodemographic factor such as age and the quality healthcare services provided is found to be the influencing factor on their preference towards government or private healthcare facilities. [ABSTRACT FROM AUTHOR]

This article contributes to research on the satisfaction of consumers of banking services based in the Central Region of Romania. This article seeks to measure the general level of satisfaction through quantitative marketing research using a survey poll. The data is collected online from adults who live in this part of the country by using the Computer Assisted Web Interviewing (CAWI) methodology . Research focuses on five topics: the employees skills and how they contribute to the level of quality perceived by clients; how a banks’ image influences the level of the quality; how satisfied clients are with the way that their complaints have been solved; the influence of the prices; and the influence of digitalization on quality as perceived by customers. The results seek to identify the attributes with the most important role in customers’ satisfaction. The employees’ skills which received the highest scores are the following: paying attention to the customers; good knowledge of products and services; and professional competences. In addition, customers appreciate factors affecting a banks’ image such as being a secure bank, being accessible, having financial strength and adopting a friendly approach. By applying the Pearson’s methodology to determine the most significant correlations, it is highlighted that: prices; Contact Center services; and the level of satisfaction with the way complaints have been solved are strongly correlated with the level of quality services as perceived by clients. However, the most remarkable finding from the research is that customers place a particular emphasis on working with flexible and modern banks, but simultaneously these two attributes recorded the lowest quotes among clients' perceptions of their actual main bank. This is challenging the banks to set it as priority axis for improvements, in order to deliver better quality services.

This study aims to investigate the level of satisfaction of foreign tourists, specifically millennials, based on different dimensions of destination image and the quality of the tourist services in Belgrade, the capital of the Republic of Serbia, as an emerging destination. Despite the tarnished image attached to the city after the Yugoslav Wars and the economic crisis in the 1990s, this emerging destination is becoming more popular among foreign visitors. A sample of 359 international tourists was surveyed. Structural equation modelling was used to test the relationships between the constructs. The results confirmed the positive effects of image and quality on satisfaction as well as a positive and direct effect of image on quality. Moreover, there was a partial mediation of quality between image and satisfaction. The findings have significant marketing and management implications for destination stakeholders. They provide useful insights for choosing effective strategies and an appropriate business tourism model in emerging destinations that can further help them to become more competitive.

Background: Nationally, Hispanics experience health disparities manifested as a higher prevalence of chronic diseases in comparison to non-Hispanic Whites. Factors that influence health disparities in this population include inadequate dissemination of culturally and linguistically appropriate health information. Method: Our qualitative analysis is based on data obtained from three focus groups with Spanish-speaking Hispanic adults conducted at a clinic in Nebraska. Participants were asked about their perceptions of health information in the form of videos, brochures, and websites. We followed the consolidated criteria for reporting qualitative research and used the theoretical framework of content analysis. Results: For videos, attributes associated with higher levels of trust included a friendly health professional, the logo or name of a health care institute, and a reference specifying "se habla Español." For brochures, attributes associated with trust included use of visual aids, use of numerous colors and big font sizes, the year of printing, and a health care agency logo. For websites, characteristics associated with trust were inclusion of plain language, use of pictures and videos, and date of last update. In all focus groups, participants perceived the use of mixed English/Spanish language in health information from pamphlets and websites as unprofessional. The use of unknown governmental logos in health promotional videos and websites was perceived as untrustworthy information. Conclusions: Spanish-speaking Hispanics prefer health information supported by a health care agency or delivered by a health care professional. Health communication strategies should avoid the use of mixed English/Spanish language in sensitive information especially when combined with governmental logos. [ABSTRACT FROM AUTHOR]

Copyright of Caderno de Administração is the property of Universidade Estadual de Maringa 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.)

Objective: The rapid population aging is now a global issue. The increase in the elderly population will impact the health care industry and health enterprises; various senior needs will promote the growth of the senior health industry. Most senior health studies are focused on the demand side and scarcely on supply. Our study selected quality enterprises focused on aging health and analyzed different strategies to provide excellent quality services to senior health enterprises.Design: We selected 33 quality senior health enterprises in Taiwan and investigated their excellent quality services strategies by face-to-face semi-structured in-depth interviews with CEO and managers of each enterprise in 2013.Setting: A total of 33 senior health enterprises in Taiwan.Participants: Overall, 65 CEOs and managers of 33 enterprises were interviewed individually.Intervention(s): None.Main Outcome Measure(s): Core values and vision, organization structure, quality services provided, strategies for quality services.Results: This study's results indicated four type of value-added strategy models adopted by senior enterprises to offer quality services: (i) residential care and co-residence model, (ii) home care and living in place model, (iii) community e-business experience model and (iv) virtual and physical portable device model. The common part in these four strategy models is that the services provided are elderly centered. These models offer virtual and physical integrations, and also offer total solutions for the elderly and their caregivers. Through investigation of successful strategy models for providing quality services to seniors, we identified opportunities to develop innovative service models and successful characteristics, also policy implications were summarized.Conclusions: The observations from this study will serve as a primary evidenced base for enterprises developing their senior market and, also for promoting the value co-creation possibility through dialogue between customers and those that deliver service. [ABSTRACT FROM AUTHOR]

Quality management systems in public organizations influence the quality of service delivery outputs. The purpose of this study was to determine the quality of service delivery at Community Service Centres (CSC) of the South African Police Service (SAPS) in the Western Cape, South Africa. A mixed-method research approach was employed to gather data for the study. Both a survey questionnaire and in-depth interviews were used to collect the data. The sample data set contacted 300 respondents from three policing areas situated in the Western Cape Metropolis. The main findings indicated that clients were satisfied with the level of service they received from the SAPS. However, the main area of concern was the absence of service delivery initatives at three police stations.

Quality control (QC) programme is vital for quality radiological services at low radiation dose and costs. However, the QC implementation by radiographers in Tanzania is inadequate. This study aimed at investigating the challenges facing the implementation of the QC programme by radiographers in diagnostic radiography units in Tanzania and recommend strategies to mitigate the challenges. The study was conducted on a sample of 84 radiographers who have been trained on the QC programme, and who were practicing in 54 hospitals within Tanzania. Majority of respondents agreed that the lack of standardized test tools (98.8%) and lack of managerial support (51.8%) were hindering the QC programme. Also, the lack of care of equipment by radiographers and lack of motivation were identified. The strategies suggested to improve the programme include more enforcement (63.9%), assistance by the government (44.6%), motivation (33.7%) and improvement of the QC training (32.5%). Also, professional development activities and QC awareness to hospital management teams were suggested. It is crucial that the barriers to the QC programme are addressed and the strategies identified are considered if comprehensive implementation of the QC programme is to be realized.

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. [ABSTRACT FROM AUTHOR]

This article presents the Cypriot reality regarding Guaranteed Minimum Income which was introduced in 2014. The introduction of a completely new social protection scheme changes the philosophy for the safeguard of vulnerable groups of people although incidentally configures a new environment within society and labour market. The historical background of Cyprus is presented briefly as well as the reasons for the evolution to the new reality, which influenced both the effectiveness and the general perspectives for improvement. The EMIN programme is considered action research while it brings together academics, non-government organisations (NGO's), social partners and people experiencing poverty and social exclusion, in an effort to progressively realise that adequate, enabling and accessible minimum income systems contribute to the reduction of poverty and additionally generate social balance. The recommendations by EMIN Cyprus present views by civil society actors and provide an independent delineate of the Cypriot system, which in this respect is considered reasonably objective. [ABSTRACT FROM AUTHOR]

Pre-hospital emergency serviceis a complex service system and realized by sending care assistance to the location of incidence to prevent death or disability. Pre-hospital emergency service providers consist of individuals and groups in an organization that provides services in accordance with patient needs. The purpose of the study was to analyze the correlation between the factors of nurse workload and teamwork with the service quality of pre-hospital emergency. This study used survey analysis design with cross sectional approach. The population in this study were nurses at the Healthy Brigade of Kupang (BKS) and family of patients who received services from the BKS. The total sample of study was 20 of BKS nurses who selected with the total sampling technique and 80 people of patients' families who selected by accidental sampling technique. The instrument used was the work sampling form and the Nurse Practitioner Primary Care Organizational Climate Questionnaire (NPPCOCQ). The bivariate analyzes result with the contingency coefficient test shown significant correlation between nurse workload and service quality (p=0.008) and teamwork with service quality (p=0.009). Thus could be concluded that there was a significant correlation between nurse workload and teamwork with the service quality of pre-hospital emergency in Kupang. The lighter the nurse's workload and good teamwork would improve the assessment of service quality. [ABSTRACT FROM AUTHOR]

In this paper, an overview of the system of modern market economy was given, the dominant role of service, the service between the providers and the beneficiaries, it was mentioned that service cannot be seen or touched, cannot be physically possessed, and cannot be maintained, the role of consumers, they're dealing with tourism, have an impact for opening new jobs, for economic growth and for the development of each country. The way of doing business is the globalization development of information and communication technologies. Global level information, competition, advantages, their marketing strategies, promotion of marketing mix, creating positive preferences, promotional activities, contemporary business. Promotion analysis is an element of the marketing mix in tourism. The objective of this paper is to emphasize the importance of promoting tourism services and to show the efficient management of theory and practice promotion, marketing services in tourism the media, promotional tools, the internet, marketing communication, destinations (public and private sector, destinations, bidders and sales brokers) trends in marketing, new technologies in business and introduction of innovations. This paper has an introduction and a conclusion. This paper concludes with the conclusions regarding the promotion of tourism services, their importance in the business of tourism offers in tourism and for the future of tourism in general. Marketing Service, Marketing Definition, Services, Market Type, Work Intensity, Level of Contract with the Users, the qualification of service, products, distribution and pricing, promotion and education providers, media and various advertising, promotion of sales, the management of marketing activities in service companies, etc. Internal and External Marketing, the offering of equipment and technologies, contact staff and interactive marketing. The Service companies must act in co-operation with customers and this depends on the staffing ability involved in providing services and in- service delivery processes. It is known that services require integrated marketing activities to provide quality services and achieve competitive and productive differentiation. [ABSTRACT FROM AUTHOR]

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.

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.

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.)

Measuring customer satisfaction can be considered a tool for monitoring, evaluation and quality improvement processes and internal activities, to reflect the degree to which organizations achieve their objectives and goals. The quality of management and the quality of various products have become critical coordinates of the competitiveness, so that the firms are determined to use the methods and techniques of quality management as their economic development engines. Customer’ satisfaction has become one of the most important goals for companies operating in the Romanian market. It is also a necessary tool for providing information about customer’s needs and behavior. Talking of satisfaction, the consumer always seeks to compare the performance of the product, with certain standards and they have required to inform themselves and to reflect upon purchasing the product. To a better analyze of the degree of satisfaction, we implemented a model based on a questionnaire that allows us to detect and evaluatee the reasons for the satisfaction / dissatisfaction of the consumers in terms of quality regarding Dacia cars on the Romanian market.

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.