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1 – 10 of over 197000
Article
Publication date: 1 February 1999

Ronald James Ferguson, Michèle Paulin, Charles Pigeassou and Romain Gauduchon

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to…

2641

Abstract

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to service management effectiveness. Service management is effective when customers judge the overall service quality to be good, they are highly satisfied, they are willing to recommend the firm to others and they intend to re‐purchase or are predisposed to purchase additional services from the firm. The technical and functional aspects of services quality and their relation to service management effectiveness, were found to be different between the core and supplementary services, between customers and service personnel and between customers with and without experience. The results support the statement that competitive advantage in this industry can be obtained by improving the functional aspects of services management, by better performance of supplementary services and by reducing the gap in perceptions between customers and contact personnel.

Details

Managing Service Quality: An International Journal, vol. 9 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 December 2004

Louise Bell

Through a literature review, this paper demonstrates that there is a lack of knowledge about quality management within the mental health services. Ideas about quality from…

2491

Abstract

Through a literature review, this paper demonstrates that there is a lack of knowledge about quality management within the mental health services. Ideas about quality from the wider services sector are then discussed, and a case study of a mental health scenario is provided. It is argued that health services generally, and mental health services in particular, have much to gain from becoming more closely aligned with the wider field of knowledge of quality management. Concludes that the wider techniques of managing service quality may prove useful, particularly in mental health services, due to the nature of such services and their inherent variability.

Details

International Journal of Health Care Quality Assurance, vol. 17 no. 7
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 1 April 1993

Brenda Leese, Paul Kind, Ian Cameron and Jennie Carpenter

A postal questionnaire was successfully used to determine generalpractitioner views about the quality of the health care servicesavailable to their patients. In the case…

Abstract

A postal questionnaire was successfully used to determine general practitioner views about the quality of the health care services available to their patients. In the case of hospital services, 75 of the 112 respondents (67 per cent) chose orthopaedics and 52 (46 per cent) chose ophthalmology as services in need of improvement. Other hospital‐based services, chosen by at least ten general practitioners, were gynaecology, gastroenterology/endoscopy, medicine for the elderly, radiology/ultrasound, psychiatry and physiotherapy. Only 74 general practitioners chose community services, with health visiting being chosen by 25 respondents, district nursing by 24, physiotherapy by 20 and chiropody by 18, as being in need of improvement. The survey was intended to provide a basis for a dialogue between clinicians, managers and general practitioners, about how the quality of services could be improved and how they might be developed in the future.

Details

Journal of Management in Medicine, vol. 7 no. 4
Type: Research Article
ISSN: 0268-9235

Keywords

Article
Publication date: 1 March 1990

L.W. Turley

Explores the extent to which consumers perceive various services asquality‐risk purchases. Describes a panel study which indicated thatproblem is felt by most types of…

Abstract

Explores the extent to which consumers perceive various services as quality‐risk purchases. Describes a panel study which indicated that problem is felt by most types of services and therefore should be considered by service managers. Discusses possible strategies for reducing this perception.

Details

Journal of Services Marketing, vol. 4 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 August 1999

Stanislav Karapetrovic and Walter Willborn

Quality assurance is the process of providing confidence that the stated or implied requirements for quality are met. In financial investment services, “quality” is…

4210

Abstract

Quality assurance is the process of providing confidence that the stated or implied requirements for quality are met. In financial investment services, “quality” is defined as the perception of the investor about achieving satisfactory returns under acceptable and generally accepted risks within a planned time. Investor’s confidence in achieving quality stems from the quality assurance efforts and processes of the investment service provider. In this paper, different types of investment services, from a simple provision of investment information, to a full‐service portfolio management are discussed. Principles of quality assurance in investment services are provided. A realistic portfolio management case indicates that a modern quality management system (ISO 9000) can enhance quality assurance and thus the quality of investment services.

Details

Managing Service Quality: An International Journal, vol. 9 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 August 2006

Erik Koornneef

To evaluate the application of one particular quality measurement tool, the SERVQUAL instrument, as a potential mechanism to measure quality in services for children with…

1578

Abstract

Purpose

To evaluate the application of one particular quality measurement tool, the SERVQUAL instrument, as a potential mechanism to measure quality in services for children with disabilities

Design/methodology/approach

Staff and family of children with an intellectual disability in two organisations providing specialist therapy and day completed an adapted SERVQUAL questionnaire. A total of 81 SERVQUAL questionnaires were distributed and 59 questionnaires were returned (response rate of 73 per cent).

Findings

The SERVQUAL instrument can be considered as a useful diagnostic tool to identify particular strengths and areas for improvement in services for people with disabilities as the instrument lends itself for the monitoring of the effectiveness of quality improvement initiatives over time. The findings also showed relatively high customer expectations and the organisations involved in this research are currently not meeting all of these high expectations as significant quality gaps were found in the areas of reliability and responsiveness.

Research limitations/implications

The sample size was relatively small and the measurement of quality using the SERVQUAL instrument remains a challenge, due to the conceptual and empirical difficulties.

Practical implications

The SERVQUAL instrument is probably most be attractive to service managers and funding organisations because of its ability to identify gaps in the quality of the service.

Originality/value

The tool had been used to measure quality in services for people with disabilities and the research has shown that this tool might be an important additional quality measurement tool for services.

Details

International Journal of Health Care Quality Assurance, vol. 19 no. 5
Type: Research Article
ISSN: 0952-6862

Keywords

Article
Publication date: 23 May 2022

Meryem Uluskan

This study aims to show the effectiveness and applicability of artificial intelligence applications in the measurement and evaluation of university services. Universities…

Abstract

Purpose

This study aims to show the effectiveness and applicability of artificial intelligence applications in the measurement and evaluation of university services. Universities can gain competitive advantage through providing their students with quality services in various aspects, such as bookstores, dormitories, recreation centers as well as cafeterias. Among these facilities, university cafeterias are places where students spend a significant amount of time. Therefore, this study aims to integrate artificial intelligence application in the evaluation of university cafeteria services based on students' perceptions with two-stage structural equation modeling (SEM) and artificial neural network (ANN) approach.

Design/methodology/approach

An artificial intelligence based SEM-ANN hybrid approach was used to determine the factors that have significant influence on student satisfaction, sufficiency-of-services and likelihood-of-recommendation. Data were collected from 373 students through a face-to-face questionnaire. Initially, four service quality dimensions were attained through factor analysis. Then, hypotheses, which were determined via literature review, were tested through SEM-ANN hybrid approach.

Findings

Incorporating the results of SEM analysis into the ANN technique resulted in superior models with good prediction performance. Based on four ANN models created and ANN sensitivity analyses conducted, significant predictors of satisfaction, sufficiency, reliability and recommendation are determined and ranked.

Originality/value

Prior studies have assessed service quality using traditional techniques, whereas, this study integrates artificial intelligence in the assessment of higher-educational institutions' services quality. Also, as a distinction from previous studies, this study ranked importance levels of predictor variables through ANN sensitivity analysis.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 26 June 2009

Pauline Ratnasingam

The purpose of this paper is to examine the role of the balanced scorecard methodology in web services quality. A balanced scorecard framework is developed for web services

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Abstract

Purpose

The purpose of this paper is to examine the role of the balanced scorecard methodology in web services quality. A balanced scorecard framework is developed for web services quality by identifying critical success factors that make up the business objectives, measures, targets, and initiatives.

Design/methodology/approach

The framework of web services quality applying the balanced scorecard methodology is developed by integrating the theory of balanced scorecard and web services. Then, case studies with two organizations in the agricultural industry are deployed to test the framework of the balanced scorecard.

Findings

The findings of the exploratory case studies suggest a cyclic process that was created with the use of the balanced scorecard approach to evaluate the quality of web services applications and in order to integrate quality and to provide a strategic map and indicate how information will be disseminated so that the potential use of web services can be attained.

Practical implications

The study contributes to practitioners as they will have a system which will provide them with timely, cost‐effective, scalable, manageable, and reliable feedback on their strategic performance. Further, the balanced scorecard gives a holistic view of the firms by simultaneously examining its performance from four perspectives; namely learning and growth, internal business processes, customer, and financial perspectives.

Originality/value

Unlike previous research that uses the balanced scorecard to measure the economic impact on the firm. This paper discusses the role of the balanced scorecard methodology in improving the service quality of firms using web services. Further, it provides lessons learned, as in measures that firms can be aware of in the quality of the services they provide.

Details

International Journal of Commerce and Management, vol. 19 no. 2
Type: Research Article
ISSN: 1056-9219

Keywords

Book part
Publication date: 8 January 2021

Austin Tonderai Nyakurerwa

The chapter focused on quality assurance and marketing of library services and products at the Midlands State University (MSU). The chapter's main objective was to…

Abstract

The chapter focused on quality assurance and marketing of library services and products at the Midlands State University (MSU). The chapter's main objective was to identify the quality assurance mechanisms at the MSU Library. The major findings of the research were; the MSU library was practising quality assurance, staff was trained on the latest trends in the profession, the collection was multidisciplinary and in different forms, and that there were Information Communication Technologies (ICTs) used in enhancing service provision. The researcher recommended that the library needed to continuously train librarians on issues to do with quality, improve the infrastructure, introduce Research Data Management to enhance the Research Support Services and improve on the Information Literacy Skills training programmes. The author identified some areas for further research and the major one was that there is need for clarification on the concept of the 4th Industrial Revolution.

Abstract

Details

Tourism Destination Quality
Type: Book
ISBN: 978-1-83909-558-0

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