A national survey: Are oncology caregivers getting what they want?

2013 ◽  
Vol 31 (31_suppl) ◽  
pp. 91-91
Author(s):  
Kamal Patel ◽  
Christopher G. Lis ◽  
Mark Rodeghier ◽  
Mark Rogers ◽  
Digant Gupta
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Unmet Needs ◽  
Likert Scale ◽  
Caregiver Satisfaction ◽  
Care And Support ◽  
The Us ◽  
Quality Of Medical Care ◽  
Free Environment

91 Background: More than 65 million people will serve as caregivers and about 1.6 million new cancer cases will be diagnosed in the US in 2013. These staggering numbers serve as the impetus on evaluating the quality of medical care. To this end, we conducted a national cancer survey to evaluate caregiver experience with service quality. Methods: An online survey was conducted among a national random sample of 1000 cancer caregivers in Aug-Sept 2012. Importance of 15 service quality items was measured on a 5-point Likert scale ranging from “not at all important” to “extremely important”. Caregiver experience with those 15 service quality items was captured as a yes/no response. Caregiver satisfaction was measured on a 5-point Likert scale ranging from “completely dissatisfied” to “completely satisfied”. Results: The top 3 areas of gaps between importance and experience were ‘having a specific individual to coordinate care’ (33%, p<.01), ‘after-treatment care and support’ (25%, p < 0.01) and ‘providing a comforting and stress-free environment’ (25%, p < 0.01). Among respondents who rated these areas as very/extremely important, only 45%, 63% and 64% experienced it, respectively. Conclusions: These national findings illustrate that information on caregiver satisfaction can be useful for healthcare managers in the exercise of quality assurance and identification of unmet needs. [Table: see text]

A national survey: The patient’s perspective of gaps in the cancer treatment experience.

2013 ◽  
Vol 31 (31_suppl) ◽  
pp. 90-90
Author(s):  
Christopher G. Lis ◽  
Kamal Patel ◽  
Mark Rodeghier ◽  
Mark Rogers ◽  
Digant Gupta
Keyword(s):  
Service Quality ◽  
Patient Experience ◽  
National Survey ◽  
Online Survey ◽  
Integrated Approach ◽  
Likert Scale ◽  
Patient Centered ◽  
Care And Support ◽  
The Us ◽  
Centered Care

90 Background: There are expected to be an excess of 1.6 million new cancer cases in the US in 2013. Recent emphasis has shifted to patient-centered care. However, data is lacking on what oncology patients value in their care. We therefore conducted a national survey to evaluate patient experience with service quality. Methods: An online survey was conducted in a national random sample of 1000 cancer patients in Aug-Sept 2012. Importance of 15 service quality items was measured on a 5-point Likert scale ranging from “not at all important” to “extremely important”. Patient experience with those 15 service quality items was captured as a yes/no response. Patient satisfaction was measured on a 5-point Likert scale ranging from “completely dissatisfied” to “completely satisfied”. Results: The top 3 areas of gaps between importance and experience were ‘having a specific individual to coordinate care’ (32%, p < 0.01), ‘after-treatment care and support’ (15%, p<.01) and ‘the presence of an integrated care team’ (15%, p<0.01). Among respondents who rated these areas as very/extremely important, only 43%, 65% and 75% experienced it, respectively. Conclusions: These national findings illustrate a significant void between patients’ desires and care delivered. This survey demonstrates the emphasis patients put on the need for more coordinated cancer care, after-treatment care and an integrated approach. [Table: see text]

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

Perceived Quality of Bus Transit Services: A Route-Level Analysis

2020 ◽  
Vol 2674 (2) ◽  
pp. 79-91 ◽  
Author(s):  
Connor Nikel ◽  
Gamal Eldeeb ◽  
Moataz Mohamed
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Perceived Quality ◽  
Quality Improvements ◽  
Perceived Service Quality ◽  
Transit Services ◽  
Differential Perception ◽  
User Groups ◽  
Bus Services

Passengers’ perceptions of transit quality depend on their interactions with the service. However, given the varied operational features in any transit network, the perceived service quality is expected to vary between different types of operation. Recently, there has been an emphasis on addressing this issue and quantifying the variation in the perceived service quality at route level. In this respect, this study quantifies the perceived quality of bus services across different route types and user groups. A two-step cluster analysis is developed to classify bus routes based on their operational features, which is followed by a series of importance-performance analysis (IPA) models corresponding to each route type. The study is supported by a primary dataset collected from 1,883 users through an online survey in Hamilton, Canada. The emerging results indicate four predominant route types: core, standard, express, and local routes, each exhibiting a unique set of characteristics. The IPA models show an apparent variation in the perceived service quality from each route-type. In addition, there are clear indications of differential perception between passengers who use the service very frequently and other less frequent users. These results call for the consideration of variations in route level and user type in informing service quality improvements.

The effects of online service quality of e-commerce Websites on user satisfaction

2015 ◽  
Vol 33 (3) ◽  
pp. 468-485 ◽  
Author(s):  
Gajendra Sharma ◽  
Wang Lijuan
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Information Quality ◽  
Management Practice ◽  
Online Service ◽  
Internet Applications ◽  
Content Type ◽  
Web Presence

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH TABUNGAN TANDA 360 BANK OCBC NISP

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Arief Syah Safrianto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Data Processing ◽  
Likert Scale ◽  
Conceptual Information ◽  
Positive Prediction ◽  
Research Results ◽  
Savings Bank

This research aims to get factual and conceptual information about "analysis of the influence of the quality of service to the satisfaction of the customer's Savings Bank OCBC NISP 360 Marks". The technique used is the technique of observation or survey using a questionnaire (questionnaire) towards Clients Savings Sign 360. A list created by using the Likert scale is structured. Samples taken as many as 100 respondents. The results of the survey and the results of the data processing is done with SPSS. 14.0 obtained research results of simultaneous service quality (tangible, reliability, responsiveness, assurance and emphaty) have a relatively strong contribution towards the satisfaction of the customer. Partially variable reliability has a pretty strong contribution towards the satisfaction of the customer with a positive prediction and happens significantly. The variable responsiveness has pretty strong contribution towards customer's satisfaction with the positive prediction and occurs on a si gnifican.

Exploring Relationship Quality of User's Cloud Service

2019 ◽  
Vol 31 (3) ◽  
pp. 17-36
Author(s):  
Tung-Hsiang Chou
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Service Providers ◽  
Cloud Service ◽  
Service Needs ◽  
Continuance Intention ◽  
Theoretical Understanding

The purpose of this article is to develop a research model examining the effects on relationship quality of a cloud service and to investigate the continuance intention of SaaS CRM (Software as a Service Customer Relationship Management) based on SaaS cloud service quality of service (SaaS-Qual) model. As basis theories, the study adopted service quality of SaaS and a post-acceptance model of IS continuance. The study also adds a relationship of quality as a moderate variance to validate the feasibility of cloud service. An online survey and a paper-questionnaire were used to collect data, and most respondents were experienced with using SaaS service for CRM for at least one year. The research causal model was validated by using SEM, and all eight study hypotheses were supported. These results indicate that relationship quality played an important role in influencing users' satisfaction and trust of SaaS's CRM service. High SaaS service quality could also increase users' intention to use cloud service continuously. SaaS CRM service providers should focus on enhancing relationship quality through motivational cloud service needs and SaaS CRM service features to increase user satisfaction and enhance levels of trust to promote continued use of SaaS service on the internet. This study contributes to a theoretical understanding of how relationship quality and cloud service can affect continuance intention.

scholarly journals Gaps in Care and Support for Patients With Advanced Breast Cancer: A Report From the Advanced Breast Cancer Global Alliance

2021 ◽  
pp. 976-984
Author(s):  
Lesley Fallowfield ◽  
Frances M. Boyle ◽  
Luzia Travado ◽  
Belinda E. Kiely ◽  
Patti Jewell ◽  
...  
Keyword(s):  
Breast Cancer ◽  
Advanced Breast Cancer ◽  
Health Care Professionals ◽  
Unmet Needs ◽  
Multidisciplinary Care ◽  
Well Being ◽  
Advanced Breast ◽  
Global Alliance ◽  
Care And Support

PURPOSE Although new therapeutic options continue to improve disease-related outcomes in advanced breast cancer (ABC), enhanced focus is needed to improve quality of life for patients currently living with ABC. METHODS In November 2019, a multidisciplinary workshop to explore patient perceptions of their information and support needs was held at the ABC Global Alliance Annual Meeting in Lisbon, Portugal. Ninety-two attendees from 27 countries participated in the workshop. RESULTS Several key unmet needs were identified and discussed in the workshop, including the following: (1) Significant patient knowledge gaps exist related to the diagnosis and management of ABC, and the availability of patient-focused information to support these gaps in knowledge remains limited. (2) The development of meaningful relationships between patients and health care professionals, and the role of patients in decision making, is often overlooked for patients with ABC. (3) Multidisciplinary care approaches are crucial for patients with ABC; however, these often lack effective coordination. (4) Access to clinical trials for ABC also remains limited. (5) Caregivers, friends, and family members do not receive sufficient guidance to support patients with ABC and manage their own well-being. CONCLUSION The variety of unmet needs explored in the workshop demonstrates that patients with ABC still face considerable challenges related to quality of care and support, which will not be resolved until tangible action is taken. Issues highlighted in the workshop should be prioritized by working groups to shape the development of community-based solutions. There is a need for the global community to act proactively to maximize awareness of these ongoing unmet needs and existing resources, while socializing and building new initiatives and resources that will help to close these gaps for patients.

scholarly journals Building Collegiate E-Loyalty: The Role Of Perceived Value In The Quality-Loyalty Linkage In Online Higher Education

2016 ◽  
Vol 9 (3) ◽  
pp. 95-102 ◽  
Author(s):  
Brandon Kilburn ◽  
Ashley Kilburn ◽  
Dexter Davis
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Online Survey ◽  
Structural Model ◽  
Perceived Value ◽  
Self Report ◽  
Four Dimensions ◽  
Online Higher Education ◽  
Loyalty Intentions

E-service quality of online higher education reflects the student’s perception of quality of online exchanges across four dimensions: fulfillment, efficiency, system availability and privacy.  This study links e-service quality to intentions to remain loyal as mediated by perceived value in an online higher education environment.  AMOS is used to examine the structural model based on responses to a student self-report online survey (n=127).  Results indicate a strong causal linkage between e-S-QUAL and Loyalty Intentions as mediated by Perceived Value.  Further, the direct linkage between e-S-QUAL and Loyalty Intentions was found to be insignificant, substantiating the proposed full mediation model.

scholarly journals Agro-Healing Service Quality Analysis Using IPA Analysis for Business Owners

2021 ◽  
Vol 24 (6) ◽  
pp. 673-684
Author(s):  
Yun-Jin Kim ◽  
Seon-Ok Kim ◽  
Sin-Ae Park
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Business Owners ◽  
Quality Analysis ◽  
Horticultural Therapy ◽  
Resource Analysis ◽  
And Performance ◽  
Healing Services ◽  
Improve Service Quality

Background and objective: This study seeks to investigate domestic agro-healing farm resources so that preliminary data can be obtained on the systematic provisions for agro-healing programs in order to improve service quality and to identify the quality of agro-healing policy services.Methods: For this study, owners of agro-healing facilities were asked 24 questions via an online survey. An importance–performance analysis (IPA) was conducted to identify service quality for each policy sector.Results: Respondents’ satisfaction levels were low when compared to agro-healing farm owners’ perceptions of the above-average importance of each sector. The results from the resource analysis of domestic agro-healing farms indicated that the main operational purposes of farms were, in descending order, experience (90.0%), healing (86.7%), and education (84.0%). With respect to the type of program that was operated, cultivating crops (horticultural therapy) was identified most frequently at 83.3%.Conclusion: As a result of this study, the resources possessed by agro-healing farms were identified. In addition, the results of the IPA analysis in terms of service quality are not as good as expected, and performance levels should be increased to improve this. The results of this study are expected to provide useful information not only to improve the quality of agro-healing services, but also to revitalize the agro-healing industry while developing a systematic agro-healing program.

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