The Quality Of Service Delivery In Zimbabwean Urban Councils: A Case Study Of Bindura Municipality 2009 To 2011.

2012 ◽  
Vol 5 ◽  
Author(s):  
Denhere Webster ◽  
Tafirei Felex ◽  
Onias Zivanai ◽  
Muchingami Lovemore
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Service Delivery ◽  
Survey Design ◽  
Management Strategies ◽  
Total Quality ◽  
Structured Interviews

The study sought to assess the quality of service delivery in Zimbabwean urban councils using Bindura Municipality as a case study. The objectives of the study were to establish the levels of service quality, determine the challenges that hindered quality service delivery, analyse the service quality management strategies and propose suitable strategies Bindura municipality can adopt to enhance service quality delivery.A descriptive survey design was used and questionnaires and structured interviews were used as data collection instruments. A sample of 300 householdswas drawn from the municipality rate payers’ data base. The population was stratified into low, medium and high density residents. Systematic random sampling was used to draw the participants in each stratum. Ten interviews were conducted with senior management using convenience sampling and documentary evidence was generated from menus, minutes and reports. The major findings were that the quality of service delivery was generally poor. This was mainly attributed to inadequate and disintegrated service delivery and management strategies. In addition human resource issues, poor governance structures and political interferences were causes of concern. It was concluded that the quality of service delivery by Bindura Municipality fell far short of residents’ expectations.The study recommended that for effective service delivery the municipality should among other strategies, adopt blue printing and total quality management. 

scholarly journals Challenges Faced by Devolved Governance in Quality Service Delivery: A Case Study of Turkana Central Sub-county, Turkana County, Kenya

2017 ◽  
Vol 7 (4) ◽  
pp. 87
Author(s):  
James K. Sirite ◽  
Henry Ongori ◽  
Darius Bosire
Keyword(s):  
Service Delivery ◽  
Survey Design ◽  
Quality Service ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
County Governments ◽  
Policy Makers ◽  
To Come

The purpose of this study was to identify the challenges faced in quality service delivery to Turkana Central Sub-county citizens of Turkana County. The study used cross-sectional survey design. The sample size selected for the study was 261.  Data was collected using questionnaires and interview guides. Data was analyzed by descriptive statistics and presented in tables and figures for ease interpretation. The major findings of the study show that devolved governance faces some challenges. For instance the devolved governance is faced with corruption, lack of transparency and accountability and inadequate funds. This adversely   affects quality service delivery to its citizens. The findings of the study would inspire policy makers at the county and national government level to come up with appropriate strategies to mitigate the challenges identified in order to improve the quality of services offered by the county governments.

scholarly journals Customer-Oriented Quality of Service Management Method for the Future Intent-Based Networking

2020 ◽  
Vol 10 (22) ◽  
pp. 8223
Author(s):  
Mykola Beshley ◽  
Peter Veselý ◽  
Andrii Pryslupskyi ◽  
Halyna Beshley ◽  
Marian Kyryk ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Quality Of Experience ◽  
Service Management ◽  
Customer Experience ◽  
Telecommunication Networks ◽  
Service Quality Management ◽  
Management Method

The rapid development and spread of communication technologies is now becoming a global information revolution. Customers have a need for communication services, which could be flexibly configured in accordance with their Quality of Experience (QoE) requirements. Realizing the close connection between customer experience and profitability, the service provider has been placing more and more attention on customer experience and QoE. The traditional quality of service management method based on SLA (Service Level Agreement) is not sufficient as a means to provide QoE-related contracts between service providers and customers. The current SLA method is mostly limited and focused on technical aspects of QoS (Quality of Service). Furthermore, they do not follow on the network the principles and semantic approach to the QoS specification for a communication service using QoE parameters. In this paper, we propose a customer-oriented quality of service management method for future IBN (Intent-Based Networking). It is based on a new QoE metric on a scale from 1 to 5, which allows one to take into account the commercial value of e-services for customers. Based on this approach, the network configuration and functionality of network equipment automatically changes depending on customer requirements. To implement the new method of service quality management, an algorithm for routing data packets in the network was developed, taking into account the current load of the forecast path. The algorithm of billing system functioning in conditions of customer-oriented quality management in telecommunication networks has been created. To investigate the effectiveness of the proposed method of service quality management with the traditional SLA method, we developed a simulation network model with the implementation of two approaches. By conducting a simulation, it was determined that the proposed method gives an average gain of 2–5 times for the criterion of the number of customers who require high quality of experience of the service.

scholarly journals Pengaruh Penerapan Manajemen Mutu ISO 9001:2008 Dan Kepemimpinan Terhadap Kualitas Pelayanan SMK Negeri 2 Kabupaten Tangerang

CICES ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 187-200
Author(s):  
Danang Rifai ◽  
Syamsul Fallah ◽  
Mira Purwasari
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Principal Leadership ◽  
Teacher Performance ◽  
Research Problem ◽  
Iso 9001 ◽  
Survey Method ◽  
Correlation Technique

This research entitled the influence of the implementation of ISO 9001:2008 quality management on leadership and service quality in SMK Negeri 2 Kabupaten Tangerang. The formulation of this research problem is whether there is influence of the implementation of ISO 9001: 2008 and principal leadership on the quality of service in SMK Negeri 2 Tangerang Regency. While tujuaannya is wanted to know the effect of the implementation of ISO 9001: 2008 and teacher performance on service quality in SMK Negeri 2 Kabupaten Tangerang. This research used survey method with correlation technique, sample size 350 people, student research object, teacher and employee of SMK Negeri 2 Kabupaten Tangerang. The result of this research is that there is a significant effect of quality management of ISO 9001: 2008 and principal leadership together towards the quality of service in SMK Negeri 2 Kabupaten Tangerang. This is evidenced by (sig) of 0.000 <0.05 and Fcount of 62.233. There is a significant effect of quality management of ISO 9001: 2008 on the quality of service in SMK Negeri 2 Kabupaten Tangerang. This is evidenced by the value of Sig = 0.000 <0.05 and tcount = 5.933. There is a significant influence of Headmaster's leadership on the quality of service in SMK Negeri 2 Kabupaten Tangerang. And proved by the value of Sig = 0.001 <0.05 and tcount = 3.396.

scholarly journals The Implementation of Business Ethics in Educators to Improve the Quality of School Services

2021 ◽  
Vol 5 (2) ◽  
pp. 125
Author(s):  
Trianto Panji Purnomo ◽  
Setyo Riyanto ◽  
Sugoni Sugoni
Keyword(s):  
Quality Management ◽  
Business Ethics ◽  
Service Quality ◽  
Research Method ◽  
Behavior Patterns ◽  
Total Quality ◽  
Economic Activities ◽  
School Services ◽  
Teacher Work

The application of business ethics is a very important aspect and needs special attention, because the quality of good school services can be obtained if the application of business ethics runs effectively. The purpose of this study is to determine the relationship of business ethics and teacher work discipline to the quality of school services. The research method in this journal uses a descriptive qualitative approach, with a critical data analysis model based on data collection in the form of library research, namely the research method for collecting and analyzing data and references to texts/literature. Ethics refers to ordinary human conduct on what is permissible and what is not permissible. Discipline is a particular type or pattern of character developed by the habit of performing those acts, which can be formed by training the desired behavior patterns and expected behaviors in an attitude that leads to living performance. Service quality refers to all economic activities that generate results that meet prime expectations, whether physical goods or services (non-physical). Discipline is a particular type or pattern of character developed by the habit of performing those acts, which can be formed by training the desired behavior patterns and expected behaviors in an attitude that leads to living performance. Service quality refers to all economic activities that generate results that meet prime expectations, whether in the form of physical goods or services (non-physical). The results of this study indicate that the application of business ethics is in the high category. In addition, the influence of teacher work discipline on the quality of school services is in the medium category. Based on the research results, there are several recommendations that are needed to improve the effectiveness of quality management, including making continuous improvements and optimizing the total quality management (TQM) approach

scholarly journals The process approach to service quality management

2018 ◽  
Vol 18 (18) ◽  
pp. 31-34 ◽  
Author(s):  
Kamila Kowalik ◽  
Dorota Klimecka-Tatar
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Process Management ◽  
Theoretical Framework ◽  
Process Approach ◽  
Service Process ◽  
Quality Model ◽  
Service Quality Management

Abstract In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.

Predicting Patient Loyalty and Service Quality Relationship: A Case Study of Civil Hospital, Ahmedabad, India

2008 ◽  
Vol 12 (4) ◽  
pp. 45-55 ◽  
Author(s):  
Hardeep Chahal
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Research Work ◽  
Relationship Management ◽  
Total Quality ◽  
Civil Hospital ◽  
Patient Loyalty ◽  
Significant Difference

Purpose: In an era of heightened competition to sustain patient loyalty, quality of interpersonal experiences with the staff, operational quality of hospital operations and overall satisfaction and quality of the healthcare services, in general are to be understood in-depth in both public as well as private organisations. The concept of service quality has led to the growing research on various concepts such as total quality management, market orientation, learning orientation, strategic orientation along with invigorating focus on the customer loyalty and relationship management. The outcomes of service quality (customer relationship management and loyalty), end means for the organisational success, are most significant performance measurement tools in the present competitive market. The present study is an effort in this regard to identify the factors in sustaining customer longevity. Till today few studies in the developing settings were conducted to understand the types of relationship that exists between patient-loyalty and service quality. This study analyses the suitability of customer loyalty concept in the government hospitals through using a case study of one of the biggest hospitals operating in India. Methodology and Tools Applied: The research work is the case study of Civil Hospital Ahmedabad. The data is collected from 205 indoor patients of four departments namely general medicine, orthopedic, pediatrics, obstetric and gynecology. Inter and intra relationship among the measures of service quality and patient loyalty were analysed by using relevant statistical tools to draw out inferences. Findings: Among the three patient loyalty components, using provider again for the same services is found to be more significant followed by using provider again for different services and recommending providers to others in relation to overall service quality as dependent variable, and beta values are figured out as 0.15, 0.12 and 0.09 respectively The 35% R Square value for the model service quality – patient loyalty model indicate weak predictive power of this model. However at the same juncture the study found that no significant difference in the patients' perceptions with respect to patient loyalty and quality and per se, may be concluded that both are identical measures. Alternatively the more satisfied the patients are with the quality of their interactions with staff, the more likely they are going to take treatments for similar and different medical problems and would recommend the provider to their relatives and friends.

scholarly journals Customer Satisfaction Is Effected By The Quality Of Service: A Case Study Indonesian

2021 ◽  
Vol 12 (3) ◽  
pp. 3560-3567
Author(s):  
Rusdiyanto Et.al
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Collection Method ◽  
Study Population ◽  
The Right

This study aims to determine and analyze the effect of service quality indicators in measurement using Tangible, Emphaty, Reliability, Responsiveness, and Assurance on Banking Customer Satisfaction in Indonesia.This research uses quantitative methods that are descriptive and tends to analyze using an inductive approach. This type of research uses Explanatary Research, the study population uses banking customers. The data collection method in this study is to spread questions with the right target, the questionnaire in this study has requirements that must be met: The questions are factual, the questions are opinion, the questions are self-perception.The findings in this study explain that service quality affects customer satisfaction, the results of statistical tests with t test can be concluded that service quality has an influence on banking customer satisfaction.

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