Service Quality Evaluations of Expressway Service Areas

PurposeThe purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.Design/methodology/approachThe study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach)α, composite reliability, factor analysis and logistic regression analysis.FindingsFindings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.Originality/valueUsing the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.

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The potential of al-Wasatiyyah value concept for human sustainability (HS) in civil service

Humanomics ◽

10.1108/h-08-2016-0067 ◽

2017 ◽

Vol 33 (2) ◽

pp. 150-162

Author(s):

Sharifah Hayaati Syed Ismail ◽

Ilhaamie Abd Ghani Azmi ◽

Sharifah latifah Syed Kadir al-Haddad ◽

Siti Arni Basir ◽

Idris Nayan

Keyword(s):

Service Quality ◽

Design Methodology ◽

Civil Service ◽

Holistic Approach ◽

Content Type ◽

Arabic Word ◽

Service Areas ◽

Quantitative Indicators ◽

Practical Implications ◽

Value Concept

Purpose This paper aims to discuss the potential of al-Wasatiyyah (hereafter, AW) value concept for human sustainability (hereafter, HS) values and its applicability to civil service practice (CSP) in Malaysia. AW is a derivative of an Arabic word that means excellent, moderate, just and professional. Design/methodology/approach This paper explains the potential of AW concept for HS both in epistemological and ontological perspectives with a focus on CSP. It focuses on the AW value concept according to Ibn Miskawaih and its applicability in CSP in Malaysia. Using content analysis and “integration perspective” between AW and contemporary Malaysia CSP practice, several questions were unlocked in this paper. They include the following: what are AW values for HS? What is the standard of value for sustainable CSP in Malaysia? And how HS from AW perspective can generate quality CSP in Malaysia? Findings It is found that AW can extend and enrich the meaning of value for HS and subsequently the civil service quality in Malaysia. Findings showed that AW can offer a holistic approach through four AW core values. The study also showed that AW is embedded indirectly in Malaysia CSP before it was highlighted under Najib Razak administration. This study suggests continuous emphasis on AW values in three service areas, namely, service requirements (SR), service priorities (SP) and service quality (SQ). Research limitations/implications The limitation is to bring the value concept into the HS parameters. HS is indexed by quantitative indicators including economy, health and education achievements, rather than value concept. This study tries to expand the potential and importance of value as an indicator for HS. That is through a concept named as AW. Practical implications AW values and approaches are perceived to be a potential focus system for HS and resource building in Malaysian civil service. Social implications Extending the meaning of HS through the application of AW concept is perceived to enrich social values and development. Originality/value This paper argues that current discussion on HS is not fit for all purposes because it lacks human great values. This paper subsequently argues AW concept as potential HS values, especially for CSP, in Malaysia.

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Spatiotemporal Demand Prediction Model for E-Scooter Sharing Services with Latent Feature and Deep Learning

Transportation Research Record Journal of the Transportation Research Board ◽

10.1177/03611981211003896 ◽

2021 ◽

pp. 036119812110038

Author(s):

Seung Woo Ham ◽

Jung-Hoon Cho ◽

Sangwoo Park ◽

Dong-Kyu Kim

Keyword(s):

Service Quality ◽

Short Term Memory ◽

Mean Squared Error ◽

Demand Forecasting ◽

Sparse Data ◽

Walking Distance ◽

Small Scale ◽

Demand Prediction ◽

Service Areas ◽

Convolutional Autoencoder

The electric scooter (e-scooter) sharing service has attracted significant attention because of its extensive usage and eco-friendliness. Since e-scooters are mostly accessed by foot, the presence of e-scooters within walking distance has a crucial effect on the service quality. Therefore, to maintain appropriate service quality, relocation strategies are often used to properly distribute e-scooters within service areas. There are extensive literatures on demand forecasting for an efficient relocation. However, the study of the relocation of small-scale spatial units within walking distance level is still inadequate because of the sparsity of demand data. This research aims to establish an effective methodology for predicting the demand for e-scooters in high spatial resolution. A new grid-based spatial setting was created with the usage data. The model in the methodology predicts not only the identified demand but also the unmet demand to increase practicality. A convolutional autoencoder is used to obtain the latent feature that can reduce the problem of representing sparse data. An encoder–recurrent neural network–decoder (ERD) framework with a convolutional autoencoder resulted in a huge improvement in predicting spatiotemporal events. This new ERD framework shows enhanced prediction performance, reducing the mean squared error loss to 0.00036 from 0.00679 compared with the baseline long short-term memory model. This methodological strategy has its significance in that it can solve any prediction issue with spatiotemporal data, even those with sparse data problems.

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LibQUAL+® and the Information Commons Initiative at Buffalo State College: 2003 to 2009

Evidence Based Library and Information Practice ◽

10.18438/b8zs4w ◽

2013 ◽

Vol 8 (2) ◽

pp. 68 ◽

Cited By ~ 2

Author(s):

Eugene J. Harvey ◽

Maureen Lindstrom

Keyword(s):

Graduate Students ◽

Service Quality ◽

Undergraduate Students ◽

User Satisfaction ◽

Library Service ◽

Help Desk ◽

Information Commons ◽

State College ◽

Service Areas ◽

Levels Of Service

Objective – To examine the effect of a transition to an information commons model of service organization on perceptions of library service quality. In 2003, the E. H. Butler Library at Buffalo State College began development of an Information Commons, which included moving the computing help desk to the library, reorganizing the physical units in the library around functional service areas, and moving the reference desk to the lobby. Methods – In 2003, 2006, and 2009, the library administered the LibQUAL+ survey, which measures the relationship between perceived library service delivery and library user satisfaction. The 2003 survey was conducted before the implementation of the Information Commons Initiative. Analyses of variance were conducted to compare the effect of the service changes on users’ perceptions of library service quality between the three data collection points, as well as to explore differences between undergraduate and graduate students. Results – The analyses revealed significant differences between the three data points, with significantly more positive perceptions of library service quality in 2006 and 2009 than in 2003. Comparisons between 2006 and 2009 were not statistically significant. In 2003, no significant differences were found between undergraduate and graduate students’ perceptions. However, in 2006, undergraduate students perceived higher levels of service quality after the development of the Information Commons than graduate students. This difference was maintained in 2009. Conclusion – The Information Commons has become a popular place for new programming, exhibits, workshops, and cultural events on campus. The library staff and administration have regained the respect of the campus community, as well as an appreciation for user-driven input and feedback and for ongoing assessment and evaluation.

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Service Quality and Its Role in Upselling/Cross-Selling

International Journal of Innovative Technology and Exploring Engineering - Special Issue ◽

10.35940/ijitee.a4330.119119 ◽

2019 ◽

Vol 9 (1) ◽

pp. 1502-1509

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Service Sector ◽

Telecommunications Industry ◽

Assessment Tools ◽

Quality Literature ◽

Significant Difference ◽

Service Areas ◽

Telecom Service

At this point, we are quite sure that we have understood the value of this idea if Servqual as well as in market research. It is expected that the contextual research shared in this article will provide you with a practical understanding of the use of this idea in the exam. Cross selling and up selling from the bottom up are one of the most used distinctive features in the marketing technique of any organization.SERVPERF and SERVQUAL are two service quality assessment tools that are commonly used in the assessment of quality of service in different service areas, for example, banking, hospital, tourism, insurance and so forth. In any case, quality literature of the service shows that there is a significant difference in the principle of estimation of the quality of service in these two matrices, and in addition, results using these two matrices actually do not require coordination.Therefore, the quality of service is rich in literary models, hypotheses and criticisms, the way dynamic research has progressed in the last two decades. The recognized issue in this research is this: Do both of these metrics agree in their results or there is a significant difference in their results for a given telecom service sector. The exam extracts between the results of these two metrics, and how to improve the service quality and service performance in the telecommunications industry, while examining the possibility of suggesting tips and suggestions based on a consolidated outcome.

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