Search results for "Service quality"
showing 10 items of 127 documents
Qualitat del servei i sabotatge dels empleats: relacions amb la satisfacció i les intencions de comportament dels clients
2019
espanolEn el presente estudio se analizan las relaciones de la calidad de servicio y de los comportamientos de sabotaje de los empleados hacia los clientes, con la satisfaccion y las intenciones de comportamiento de 90 clientes de una organizacion de servicios de la Comunidad Valenciana. Los resultados indican la existencia de diferentes relaciones entre las dos dimensiones de calidad de servicio (funcional y relacional) y los comportamientos de sabotaje de los empleados, por un lado, y las respuestas de los usuarios (satisfaccion, intenciones positivas hacia la organizacion e intencion negativa de advertir a otros clientes sobre la mala calidad del servicio), por otra. Finalmente se reflex…
Outcomes of a new residential scheme for adults with intellectual disabilities in Taiwan: a 2-year follow-up
2011
Background The Taiwanese government launched a new programme in November 2004 to support adults with intellectual disabilities living in smaller facilities. This paper aims to evaluate the service outcomes of this new residential scheme over 2 years including those residents who moved from an institution and those who moved from their family. Methods A one-group repeated-measures analysis was conducted for five interviews after the adults with intellectual disabilities entered the new environment. Forty-nine adults were initially studied (T1) and 29 adults remained in the homes until the end of the study (T5). Results This study found significant improvements over the 2 years in the resi…
Archaeological tourism: looking for visitor loyalty drivers
2019
Revisit intention has become a focus of attention for archaeological sites management. Identifying visitors’ loyalty drivers to any tourism attraction is crucial but it is even more necessary for t...
User evaluation of a therapist-guided internet-delivered treatment program for anxiety disorders: A qualitative study
2021
Therapist-guided internet-based cognitive behaviour therapy (ICBT) has been proposed as a potential means to increase individuals' access to quality mental health care and effective treatment. Guided ICBT aims to increase a patient's knowledge and competence to better cope with their disorder. Despite the growing evidence supporting the effects of guided ICBT, there is remarkably little research on the different factors that are important for patients to achieve effects from using such digital treatment interventions. Thus, the aim of this study was to conduct a user evaluation of a therapist-guided ICBT program using the updated DeLone and McLean (D&M) model for measuring information syste…
On the Bullwhip Avoidance Phase: supply chain collaboration and order smoothing
2009
This paper provides an assessment of the impact of collaboration and smoothing replenishment rules on supply chain operational performance and customer service level. Three supply chain configurations (i.e. Traditional, Information Exchange and Synchronised) in which orders are generated by smoothing (S, R) inventory control policies are studied for different proportional controllers. A supply chain stress test is performed through a sudden and intense change in demand. A structured and extended supply chain assessment framework is adopted. The main conclusions of this paper are the following. (i) The impact of Supply Chain Collaboration on overall supply chain performance is greater than t…
A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area
2013
In recent years, the attention that the European Community has focused on the education sector has produced a new university commitment addressed to quality aspects for all education related services. In fact, a quality oriented service requires excellence in the design and planning of service activities, as well as during its delivering and also for the adopted service performance evaluation method. However, considering that service performance evaluations are deeply based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unrelia…
A holistic approach to manage environmental quality by using the Kano model and social cognitive theory
2020
International audience; Since its first proposition in 1984, the Kano model has been used extensively in a variety of contexts within industries and academic research demonstrating its wide applicability. The Kano model allows for describing the relationship between an objective aspect and a subjective aspect. Yet is this relevant for environmental quality as well? In this study, we explore the cases where the Kano model is used for assessing environmental quality and its perception by consumers and identify the potential influencing factors for its application with this respect. We find that the Kano model can serve as an effective tool for converging towards environmental quality and sust…
A fuzzy framework to evaluate service quality in the healthcare industry: An empirical case of public hospital service evaluation in Sicily
2016
A novel fuzzy framework is considered to analyze healthcare service quality.The fundamental quality structure of healthcare service delivered in Sicily is described.The public healthcare in Sicily (Italy) is strategically analyzed.Strategic stakeholders' oriented implications for healthcare improvements are given. A novel fuzzy evaluation framework is applied in this study to evaluate service quality in the public healthcare sector. In particular, the proposed framework is based on the ServQual disconfirmation paradigm and incorporates the Analytic Hierarchy Process (AHP) method to elicit reliable estimations of service quality expectations. Moreover, degrees of uncertainty, subjectivity an…
Development of a universal short patient satisfaction questionnaire on the basis of SERVQUAL: Psychometric analyses with data of diabetes and stroke …
2019
ObjectiveA short questionnaire which can be applied for assessing patient satisfaction in different contexts and different countries is to be developed.MethodsSix items addressing tangibles, reliability, responsiveness, assurance, empathy, and communication were analysed. The first five items stem from SERVQUAL (SERVice QUALity), the last stems from the discussion about SERVQUAL. The analyses were performed with data from 12 surveys conducted in six different countries (England, Finland, Germany, Greece, the Netherlands, Spain) covering two different conditions (type 2 diabetes, stroke). Sample sizes for included participants are 247 in England, 160 in Finland, 231 in Germany, 152 in Greece…
Customer satisfaction as an antecedent of price acceptance: results of an empirical study
2001
The goal of this current study is to extend customer satisfaction research in two important ways. First, it attempts to demonstrate the relationship between customer satisfaction and price acceptance. Second, as Voss, Parasuraman and Grewal claim that only a small proportion of the existant satisfaction research focuses on services, we empirically analyze the relationship between customer satisfaction and price acceptance in the hotel industry. Finally, the implications of the study’s findings for research into purchasing patterns and pricing policy are discussed.