scholarly journals USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION

2017 ◽  
Vol 14 (1) ◽  
pp. 82
Author(s):  
Larissa Maria Argollo de Arruda Falcão ◽  
Taciana De Barros Jerônimo ◽  
Fagner José Coutinho de Melo ◽  
Joas Tomaz de Aquino ◽  
Denise Dumke de Medeiros
Keyword(s):  
Point Of View ◽  
Service Performance ◽  
Level Of Service ◽  
Future Research ◽  
Good Service ◽  
Administrative Services ◽  
Service Companies ◽  
Basic Performance

This  paper  use  SERVQUAL measure  for  assessingthe  quality  of  the  administrative  services  in  a  large  mall,located in Brazil,  seen from the point of view of the currentservice  providers.  A questionnaire  was  used  to  interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice  providers,  the  comparison  enabled  the  strengths  andweaknesses of the quality perceived of the services offered bythe  mall  were  undertaken  as  a  case  study. Understand whatfeatures  and  level  of  service  must  have  in  order  to  meetconsumer needs, against on how consumers perceive the actualmall  performance  in  the  context  of  what  they  expected  to ensuring  good  service  to  classify  into  three  categories  offactors:  Basic,  Performance  and  Excitement.The  findings  ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall  services.  One  contribution  of  this  study  is  the  simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

scholarly journals Staffing System Management: Evidences from Singapore

2017 ◽  
Vol 7 (2) ◽  
pp. 136
Author(s):  
Mussie T. Tessema ◽  
Kubilay Gok ◽  
Alex Ngoma ◽  
Mengsteab Tesfayohannes ◽  
Gerry V. Fernando
Keyword(s):  
Public Service ◽  
Research Direction ◽  
Future Research ◽  
System Management ◽  
Critical Factors ◽  
Organization Level ◽  
The World ◽  
Practical Implications

This paper uses Singapore as a case study to illustrate how staffing policies and practices affect the quality of the workforce which ultimately influence performance at employee and organization level. It reveals that Singapore public service has been able to put in place most of the ‘critical factors’ for an effective staffing system management. The presence of those critical factors have played an important role in making Singapore to be one of the most effective public services in the world. Finally, it forwards theoretical and practical implications of the study and future research direction.

Practical Implementation of Assessment Activities for Deep Learning

2020 ◽  
pp. 84-105
Author(s):  
Noor Liza Adnan ◽  
Wan Karomiah Wan Abdullah ◽  
Rokiah Muda ◽  
Nur Raihana Mohd Sallem
Keyword(s):  
Deep Learning ◽  
Student Assessment ◽  
Future Research ◽  
Practical Implementation ◽  
Classroom Activities ◽  
Effective Assessment ◽  
Assessment Strategies ◽  
Assessment Activities

Student assessment would influence the quality of the graduates produced. However, many assessment strategies are found to inhibit this intention. As such, this chapter proposes a few assessment activities, along with their practical implementation, that may encourage deep learning among students in the learning of management accounting subjects. This chapter reviews previous literature, focusing on the characteristics of effective assessment activities that suit the nature of the Millennial. Five assessment activities, namely test/quiz, case study, field study, simulated enterprise, and classroom activities, are proposed. A questionnaire evaluating the preferences of the students and lecturers on how the proposed activities could be implemented was adapted. The chapter elaborates on the practical implementation of the five proposed assessment activities believed to engage students' learning so they become deep learners. A future research project is also put forth.

Crossing Borders in the Summer of 1935: Fritz Fürstenberg’s Photographs of Persecution in National Socialist Germany

2019 ◽  
Vol 64 (1) ◽  
pp. 73-89
Author(s):  
Christoph Kreutzmüller ◽  
Theresia Ziehe
Keyword(s):  
The Netherlands ◽  
Point Of View ◽  
Future Research ◽  
Close Reading ◽  
National Socialist ◽  
The Holocaust

Abstract While there are hundreds of written accounts of the Holocaust, there are only a few photographs known to document the fate of the persecuted from their own point of view. This article presents the case study of a photographic series taken inside Germany by Jewish businessman Fritz Fürstenberg in order to provide evidence of National Socialist persecution beyond its borders. After a close reading that reveals where and under which circumstances Fürstenberg took his photographs, the article broadens its scope to discuss how the images were eventually used in the Netherlands as a means of documenting National Socialist persecution. In the process, the article’s authors add another layer to the ‘integrated history’ famously advocated by Saul Friedländer, and call attention to the astonishing fact that research into such private photographs is still a desideratum—and as such a promising field for future research.

“The Last Laugh?” A Multimodal Analysis of Captions in Photojournalism

Pólemos ◽  
2017 ◽  
Vol 11 (1) ◽  
Author(s):  
Mara Logaldo
Keyword(s):  
Poor Quality ◽  
Pop Art ◽  
Point Of View ◽  
Multimodal Analysis ◽  
Multimodal Discourse ◽  
Low Culture ◽  
Verbal Discourse ◽  
Selective Process

Abstract It is generally agreed that in photojournalism pictures come first. However, also the short verbal texts that accompany them play a crucial role, as they lead readers among the different signifieds of the image. A multimodal discourse analysis of captions will aptly consider both the linguistic elements that appear within the verbal discourse and the image-text relation. The interconnectedness of captions and pictures has lately been defined as a “loop,” a view which blurs the traditional distinction between anchoring and relaying processes theorized by Barthes. The association of the relaying function with comics, however, seems to establish an interesting point of contact between photojournalism and pop art. Captions actually show the tension between “high” and “low” culture, the former being traditionally identified with the word and the latter with the image. While in the heyday of photojournalism captions were made necessary by the poor quality of the photographs, they soon began to provide an abstractive summary of the story told by the picture. This selective process involves interpretation. For this reason, captions can be ethically misleading and even legally controversial forms of discourse, for instance when they are used instrumentally to convey a specific point of view. In photojournalism dealing with crime cases, in particular, captions may display a sensationalist and populist view of justice, thus articulating the thoughts of public opinion supported by the newspaper’s stand. My case study focuses on the caption that accompanied the photo portraying Perry Smith and Richard Hickock while leaving the courtroom on March 29, 1960. The two murderers – who have become famous after the publication of the documentary novel

scholarly journals Investor Relations & Importance in the Global Financial Market

Equilibrium ◽  
2012 ◽  
Vol 7 (2) ◽  
pp. 59-76 ◽  
Author(s):  
Danuta Dziawgo
Keyword(s):  
Financial Market ◽  
Capital Market ◽  
Method Comparison ◽  
Comparison Method ◽  
Point Of View ◽  
Individual Investors ◽  
Investor Relations ◽  
Questionnaire Method

The aim of the elaboration is to draw attention to selected aspects of investor relations importance for capital market functioning to increase the quality of communication with investors in the global financial market. The article presents the importance of investor relations from a macroeconomic and microeconomic point of view. The theory was complemented with selected surveys results.The surveys were conducted by the author on a sample of individual investors, stock-quoted companies and sell-side analysts on Polish capital market between June 2009 – March 2010. In the article, description method, comparison method, case study and questionnaire method were used.

scholarly journals Analisis Tingkat Kematangan Pelayanan Pada PT Telkom Sampit dengan Menggunakan Domain COBIT 5 DSS02 dan DSS03

2021 ◽  
Vol 2 (4) ◽  
pp. 283-287
Author(s):  
Yusril Yusuf ◽  
Edo Tio Gunawan ◽  
Rakhma Sarita
Keyword(s):  
Quality Of Service ◽  
Process Optimization ◽  
Information Needs ◽  
Service Performance ◽  
Optimization Process ◽  
Level Of Service ◽  
Service Improvement ◽  
Predictable Process ◽  
A Company

PT Telkom Sampit is one part of PT Telekomunikasi Indonesia (Persero) Tbk (Telkom) which contributes in meeting the communication and information needs of the community. PT Telkom Sampit provides several product services, namely Wifi.id, IndiHome and UseeTV. Thus, Telkom Sampit must provide good services in managing services. As for some of the obstacles that often occur including problems, slow and damaged. From these problems, it is necessary to measure the level of service improvement at PT Telkom Sampit using the COBIT 5 framework focusing on the domains DSS02 (Managing Service Requests) and DSS03 (Managing Problems). Based on research that has been done PT Telkom Sampit is at level 4, namely Predictable Process, which is included in a good level for a company, although it is not in accordance with estimates that should be at level 5, namely Optimizing Process (Optimization Process). With this research, it is hoped that it can be used as an evaluation in improving the quality of service performance at PT. Telkom Sampit in serving customers.

scholarly journals Forecasting of Sporadic Products: Practical and Theoretical Considerations

2020 ◽  
Vol 28 (2) ◽  
pp. 101-110
Author(s):  
Andrea Gelei ◽  
Imre Dobos
Keyword(s):  
Demand Forecasting ◽  
Future Research ◽  
Quality Of Data ◽  
Product Classification ◽  
Zero Values ◽  
Future Research Directions ◽  
Demand Patterns ◽  
Theoretical Considerations

This paper focuses on forecasting of products with sporadic demand. The demand for such products is not continuous but diffused seemingly at random, with a large proportion of zero values in the analyzed time series. The sporadic character of demand patterns actually means that the information available on the demand for previous selling periods is patchy, resulting in lower quality of data available. Under such circumstances demand forecasting is a challenging task. We present the results of a case study, where forecasting practice of a pharmaceutical wholesaler firm –we call it Pharma– is analyzed and developed. We present state-of-the-art knowledge related to demand forecasting of sporadic products and test suggestions related to them. We show that these suggestions can only partly be backed. We extend therefore the suggested product classification scheme and recommend using the concept of demand data aggregation. This will reduce sporadicity and result in higher quality forecasting. Aggregation also helps to specify the recommended forecast period, the length of time recommended to calculate the forecast for. The managerial consequences of these suggestions are also discussed, and future research directions are highlighted.

Women Breast Cancer Survivors: Stories of Change and Meaning

2010 ◽  
Vol 32 (3) ◽  
pp. 265-282 ◽  
Author(s):  
Claudia Sadler-Gerhardt ◽  
Cynthia Reynolds ◽  
Paula Britton ◽  
Sharon Kruse
Keyword(s):  
Breast Cancer ◽  
Cancer Survivors ◽  
Posttraumatic Growth ◽  
Breast Cancer Survivors ◽  
Meaning Making ◽  
Future Research ◽  
Qualitative Investigation ◽  
Health Counseling

Breast cancer research has addressed prevention, early treatment, and quality of life, but research from the perspective of survivors has been limited. This is a qualitative investigation of the experience of eight women breast cancer survivors, ranging in age from 28 to 80 at diagnosis, six of whom were Caucasian and two African American. The research consisted of a phenomenological and case study examination of change and meaning-making during their experience. The findings support a posttraumatic growth model of change as part of survivorship for the participants, as well as the presence of negative changes and a state of new normal in their lives. Recommendations are made for mental health counseling and for future research.

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