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1 – 2 of 2Raghav Upadhyai, Neha Upadhyai, Arvind Kumar Jain, Gaurav Chopra, Hiranmoy Roy and Vimal Pant
This study integrates the providers' perspective as well as the patient's perspective in developing and validating a scale to measure hospital service quality in multispecialty…
Abstract
Purpose
This study integrates the providers' perspective as well as the patient's perspective in developing and validating a scale to measure hospital service quality in multispecialty hospitals.
Design/methodology/approach
An exploratory sequential mixed-method approach was used in this study. The strategies used included a thematic literature review, semi-structured interviews, modified Delphi and confirmatory factor analysis.
Findings
The reliability coefficient of 41 item scale was 0.963 with each attribute, that is, pivotal, core and peripheral, having a Cronbach's alpha of 0.907, 0.91 and 0.891, with scale content validity (S-CVI Ave) of 0.9151. The composite reliability scores of all constructs were greater than 0.7, with an Average Variance Explained (AVE) of all items greater than 0.5.
Originality/value
The instrument can be used to measure the difference between what service providers believe customers expect and customers’ actual needs and expectations. The scale can be used to measure the difference between what is delivered (as perceived by the provider) and what customers perceive they have received (because they are unable to accurately evaluate service quality). The dyadic approach of administering this questionnaire in measuring hospital service quality will lead to the identification of a knowledge gap and a perception gap in delivering hospital service quality.
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Alireza Moghayedi, Kathy Michell, Dylan Hübner, Karen Le Jeune and Mark Massyn
This study investigates the barriers and drivers of using green methods and technologies (GMTs) in supportive educational buildings (SEBs) in South Africa, and assesses their…
Abstract
Purpose
This study investigates the barriers and drivers of using green methods and technologies (GMTs) in supportive educational buildings (SEBs) in South Africa, and assesses their impact on the circular economy (CE) in achieving net-zero carbon goals. While there has been extensive literature on green building technologies, there is limited research on the barriers and drivers of using GMT in SEBs, as well as their impact on the circular economy (CE) in achieving net-zero carbon goals.
Design/methodology/approach
This study adopts an interpretivist approach with an ontological basis, using an overarching case study of a SEB at the University of Cape Town (UCT). Semistructured interviews were conducted with executive UCT management, and a field survey of a UCT supportive education building was performed.
Findings
At UCT, multiple GMTs have been installed across various buildings to enhance monitoring and management of water and energy consumption. Moreover, initiatives to positively influence student behavior, such as water and energy-saving campaigns around UCT premises, have been introduced. The findings further indicate that UCT has recently emphasized the implementation of GMTs, resulting in improved resource efficiency, CE practices and progress toward achieving net-zero carbon targets for supportive education buildings and the university as a whole.
Originality/value
This research highlights the positive impact of GMTs on a SEB’s CE and net-zero carbon operations. As a result, facility managers should consider incorporating GMTs when planning the development or refurbishment of SEBs.
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