scholarly journals Evaluation of the Effectiveness of Residential and Utilities Services Organizations in Volgograd Region

2020 ◽  
pp. 207-213
Author(s):  
Alexey Dmitriev ◽  
Alina Knippel
Keyword(s):  
Quality Of Services ◽  
Property Management ◽  
Public And Private ◽  
Non Profit ◽  
Funding Sources ◽  
Level Of Satisfaction ◽  
Volgograd Region ◽  
Housing Services ◽  
Utilities Services

The relevance of the study is determined by the implementation of housing reforms in Volgograd region and the need to assess their effectiveness. The object of the study is the public opinion about the current state of housing and communal services in Volgograd region. The purpose of the work is to identify the degree of satisfaction of citizens with tariffs and quality of services provided by property management companies. The methodology includes structural and statistical analysis as well as the synthesis of the results obtained from the formation of an objective and unambiguous assessment of the quality and tariffs of housing services in the region. The results obtained indicate a low level of satisfaction with the services of property management companies, herewith citizens are more dissatisfied with the level of price tariffs, while the level of satisfaction with the quality of housing and communal services is at a slightly higher level. According to the results of the study, possible directions for the improvement of the quality of services provided have been identified. The ways to reduce price tariffs by means of the optimization of funding sources by means of an effective mechanism development for public and private partnership have been suggested. In addition, the authors have determined that the control of the efficiency of residential and utilities services organizations should be transferred to the company presented by members of housing owners’ associations and other socially oriented non-profit organizations. The results of the study can be used to identify the priority areas for the improvement of housing and communal services in Volgograd region.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

scholarly journals Modern Market Social Services: the Experience of Regional Studies

2018 ◽  
pp. 99-108
Author(s):  
Nataliya Nikolenko ◽  
Yana Serova
Keyword(s):  
Social Services ◽  
Social Protection ◽  
Well Being ◽  
Non Profit ◽  
Government Organizations ◽  
Advantages And Disadvantages ◽  
Volgograd Region ◽  
The Social ◽  
Depth Interviews

The study investigates the changes taking place in the domestic market of social services expressed in the appearance of "new players" in the form of socially oriented non-profit organizations (SO NPO) within its field in addition to public institutions for social protection and social services of the population. The authors identify the advantages and disadvantages of SO NGO compared to government organizations and social services, describe the processes of shadow economy expansion to the social services market and formation of regional "quasi-markets". The empirical part of the article is based on the data of two studies conducted in the form of indepth interviews. First, with experts on "Practices of interaction and prospects of cooperation between NPO and government organizations of social services in the Volgograd region", N = 52 (27 representatives of the public sector, 25 representatives of NPO, January-March 2018). Then with recipients of social services from government organizations and clients of SO NPO on the theme "Availability and quality of paid and free social services provided in the Volgograd region for retiring aged women" N = 46, 60 years and older (21 people-clients of SO NPO, 25 people-recipients of social services. services, October 2017 – January 2018). The analysis of these in-depth interviews with experts allowed to draw the following conclusions. There is a duplication of functions of the organizations of public and non-public sectors providing social services to the population. The activities of modern SO NPO operating in the social services market contain innovative and commercial components. The expansion of the "platform" of the social services market does not yet lead to full competition between organizations, encouraging them to constantly improve the quality of services. The analysis of in-depth interviews with recipients of social services from government organizations and customers of SO NPO showed that the commercialization of activities of SO NPO does not make social services more accessible to those who are in need of them. There is the necessity of changes in the way social services are being provided in the Volgograd region as they do not meet the needs of women of retirement age, do not take into account their level of income and material well-being.

scholarly journals Sustainability Is What Matters Most

2020 ◽  
Vol 12 (1) ◽  
pp. 83-92
Author(s):  
Boris Cizelj
Keyword(s):  
Critical Mass ◽  
Science Research ◽  
Corporate Management ◽  
World Population ◽  
Socially Responsible ◽  
Healthy Life ◽  
Public And Private ◽  
Non Profit ◽  
Private Domain

Over centuries, but even more intensely since mid-20th century, in all domains of business, society and politics, we are witnessing reducing levels of sustainability. For decades, the environmentalists are warning us that our habitat is increasuingly becoming polluted, biodiversity being reduced, and soon half of world population will have problems in accessing clean water – a vital condition for healthy life. Socio-economic differentiation has reached unprecedented dimensions, middle classes have virtually disappeared, and quality of political leadership leaves much to be desired. Supported by the dominant economic doctrine on permanent GDP growth, and financial oligarchs' responsibility recognised only to corporate shareholders, is leaving no space for socially responsible corporate management. Many people feel helpless, but in spite of actively reacting and demanding change, they do not even participate in elections. Ironically, this is happening in times when people are more educated than ever before in history, with powerful science, research and technology – including ITC, which would allow us to productively interact, inspire, exchange experiences, and build critical mass around demands for badly needed changes. This is exactly the objective of the new Sustainability Network of Networks, expected to connect numerous groups around the globe – trying to introduce new, sustainable approaches to current economic and socio-political problems. With this new programme the Knowledge Economy Network, KEN (est. in Brussels as a non-profit association in 2011) is going to contribute to changes needed to achieve more sustainability in various areas of public and private domain.

scholarly journals Quality of life of older adults in nursing homes in Vietnam

2020 ◽  
Vol 7 (2) ◽  
pp. 205510292095471
Author(s):  
Vu Dung ◽  
Nguyen Thi Mai Lan ◽  
Vu Thu Trang ◽  
Truong Xuan Cu ◽  
Le Minh Thien ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Older Adults ◽  
Nursing Homes ◽  
Quality Of Services ◽  
Cluster Sampling ◽  
Old People ◽  
Public And Private ◽  
Quality Of Life Index ◽  
Tangible Support

This study evaluated the quality of life of older adults in Vietnam. A survey was conducted on 291 old people at eight public and private nursing homes using cluster sampling. Quality of life was predicted by gender, duration of stay, center activities and community tangible support, and connection with family. Results were consistent across the four subscales of the Quality of Life Index. Quality of life of Vietnamese older adults depends not only on the quality of services provided by the nursing homes but also on family and community connections.

scholarly journals Stepping Back to Move Forward: Assessing the Quality of Maternity Health Services of Kathmandu Valley

2018 ◽  
Vol 3 (2) ◽  
pp. 125-136
Author(s):  
Kiran Bhetwal
Keyword(s):  
Emotional Support ◽  
Verbal Abuse ◽  
Quality Of Services ◽  
Kathmandu Valley ◽  
Level Of Satisfaction ◽  
Physical Resources ◽  
Convenience Sampling ◽  
Maternity Health ◽  
Intention To Revisit

This paper is the assessment of the women’s perception towards the quality of services they received during their maternity time and examining their level of satisfaction with the intention to revisit the same hospital for future services. Primary quantitative data through the distribution of questionnaire from 150 respondents using convenience sampling from five hospitals viz Nagarik Hospital, Teaching Hospital, Thapathali Hospital, KMC and Patan Hospital were collected. Majorities of the respondent were satisfied enough to return to the hospital and would happily recommend others as well. This study found that human and physical resources have the lowest average. Implying that most of the respondent felt that it was the most important factor while choosing the hospital followed by privacy, cognition, physical abuse, denial of requested care, confidentiality, emotional support, involvement of family member and finally respect, dignity and equity scores last. It means that no matter which hospital respondent went they found it most obvious to be treated with respect. It clearly shows the reason on why the hospital is investing more on the infrastructure rather than innovating and delivering higher service quality. On the serious note, a case of physical and verbal abuse also came into light during the investigation. Not much of research based policies are seen to protect such critical case.

scholarly journals Validation of a Satisfaction Questionnaire on Spa Tourism

2021 ◽  
Vol 18 (9) ◽  
pp. 4507
Author(s):  
Rosa Anaya-Aguilar ◽  
German Gemar ◽  
Carmen Anaya-Aguilar
Keyword(s):  
Quality Of Services ◽  
Global Evaluation ◽  
Internal Reliability ◽  
Nature Tourism ◽  
Tourist Destinations ◽  
Level Of Satisfaction ◽  
Starting Point ◽  
Research Gap ◽  
Methodological Debate

The authors’ line of research is within the existing methodological debate around the concepts of quality of services, destinations, and quality measurements methods. The authors consider that the most appropriate way to measure quality is to develop instruments according to the destination and context in question, defining the quality of the tourist destination for practical purposes based on the satisfaction experienced by the tourist or the SERVPERF model, weighted and used to measure the quality of sun and beach tourist destinations. The authors of this work propose the knowledge of spa tourism, its quality and its level of satisfaction as a research gap and consider it as a starting point to validate a questionnaire that would allow the measurement and comparison of parameters with other segments already studied and that can also serve as a measuring instrument for tourist segments with similar characteristics, not as well known in the international literature as inland, ecological or nature tourism. Good internal reliability results were obtained in all items and in all dimensions. The factor analysis distributed the weights of the variables in the theoretical model, and construct validity was obtained with an association between the global evaluation by dimension and the general significance. The score of the main questionnaire was statistically significant.

scholarly journals ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP MUTU PELAYANAN KEFARMASIAN DI PUSKESMAS TANAWANGKO

PHARMACON ◽  
2020 ◽  
Vol 9 (3) ◽  
pp. 397
Author(s):  
Greey C.E. Bunet ◽  
Widya A. Lolo ◽  
Erladys M. Rumondor
Keyword(s):  
Service Quality ◽  
Health Center ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Data Collection Tool ◽  
Important Indicator ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Close Relationship

ABSTRACTPatient satisfaction is an important indicator for pharmaceutical services and has a close relationship with service quality. A good quality of services will provide satisfaction to patient so that it affects to return the Health Center. The purpose of this study was to determine the satisfaction of outpatients with the quality of pharmaceutical services at the Tanawangko Health Center. This research is a descriptive study and the data collection tool used is the questionnaire given to 277 respondents. Based on the research results obtained, it is known that each question on the 5 dimensions has a negative value with an average value (-0.38) this value is obtained from the average value of the total service quality index between expectations and reality, meaning the patient is not satisfied. The reality received is lower yhan expectations.Keywords :  Level of satisfaction, expectations, reality. ABSTRAK Kepuasan pasien merupakan indikator penting bagi pelayanan kefarmasian dan memiliki hubungan erat dengan kualitas pelayanan. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien sehingga mempengaruhi pasien untuk kembali lagi ke Puskesmas. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap mutu pelayanan kefarmasian di Puskesmas Tanawangko. Penelitian ini merupakan penelitian deskriptif dan alat pengumpulan data yang digunakan yaitu kuesioner diberikan kepada 277 responden. Berdasarkan hasil penelitian yang diperoleh, diketahui bahwa setiap pertanyaan pada 5 dimensi memiliki nilai negatif dengan nilai rata-rata (-0,38) nilai ini diperoleh dari rata-rata nilai indeks total kualitas pelayanan antara harapan dan kenyataan, artinya pasien tidak puas. Kenyataan yang diterima lebih rendah dibandingkan dengan harapan.Kata Kunci  : Tingkat kepuasan, harapan, kenyataan.

scholarly journals Calidad en el servicio de las empresas hoteleras de segunda categoría / Quality in service of hotel companies of second category

Ciencia Unemi ◽  
2016 ◽  
Vol 9 (18) ◽  
pp. 19 ◽  
Author(s):  
Carlos Veloz Navarrete ◽  
Jorge Vasco Vasco
Keyword(s):  
Customer Satisfaction ◽  
Business Processes ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
New Vision ◽  
Para Determinar ◽  
Second Category ◽  
Proper Operation

Las empresas hoteleras están diseñadas para acoger a las personas que por diferentes motivos viajan y necesitan descansar, por ser un servicio las inspecciones son constantes en las áreas de trabajo convirtiéndose en una tarea abrumadora y muy difícil de evaluar. El objetivo del presente estudio es garantizar la calidad del servicio de hospedaje, para que los turistas evalúen los procesos y las empresas se enfoquen en la satisfacción del cliente. El buen funcionamiento de la empresa hotelera depende que los colaboradores conozcan las expectativas de los clientes y ellos a su vez perciban la calidad de los servicios brindados, este análisis permite ver las deficiencias, para determinar el nivel de satisfacción en el servicio que brinda a sus usuarios, en el marco de la metodología SERVQUAL. El seguimiento que se dé en las principales actividades que tienen relación directa con el usuario contribuirá para tener una nueva visión del servicio ofrecido, de tal manera que los procesos mejoren y así obtener satisfacción en el cliente. En los resultados obtenidos se evidencia que las perspectivas analizadas dan un panorama global de la calidad de los servicios hoteleros de segunda categoría teniendo deficiencias en la confiabilidad y capacidad de respuesta hacia los usuarios, mismas que se pueden mejorar estandarizando y gestionando los procesos. AbstractHotel companies are designed to accommodate people who travel for different reasons and need to rest, as they offer a service, inspections are constant in the work areas becoming an overwhelming task which is very difficult to assess. The aim of this study is to ensure quality of hosting service, for tourists to evaluate business processes and businesses can focus on customer satisfaction. The proper operation of the hotel company depends on the fact that the employees know the expectations of the customers and they in turn perceived the quality of services provided, this analysis shows the shortcomings, to determine the level of satisfaction with the service provided to customers, under the SERVQUAL methodology. The follow-up given in the main activities that are directly related to the customers will contribute to have a new vision of the service that is offered, so that processes can improve and in this way obtain customer satisfaction. The obtained results show that the analyzed perspectives give a global overview of the quality of hotel services of second category, having deficiencies in reliability and responsiveness of customers, which can be improved by standardizing processes and management.

scholarly journals Profiling of Universitas Ciputra Surabaya Student Satisfaction with Property Management Services

2021 ◽  
Vol 1 (2) ◽  
pp. 180-190
Author(s):  
Melissa Christina
Keyword(s):  
Student Satisfaction ◽  
Descriptive Statistics ◽  
Average Score ◽  
Property Management ◽  
Average Value ◽  
Five Factors ◽  
Level Of Satisfaction ◽  
Assurance Factor ◽  
Management Services

Increasing competition in service quality, universities must be responsive in providing services to students, because student satisfaction is the top priority for highest education. This study aims to see how much the average level of respondents to the quality of Universitas Ciputra Surabaya Property Management services. Measurements were made using the servqual instrument, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The analysis used in this research is descriptive statistics. The population in this study were active students at Universitas Ciputra Surabaya with a sample size of 186 people. Based on the results of the analysis that has been carried out, it is known that the level of satisfaction of the respondents with an overall average value is 3.97. And of the five factors used, only the Assurance factor gets an average score above 4, while the other four factors get an average score below 4 in the order Tangibles, Reliability, Responsiveness and Empathy as the factors with the lowest level of satisfaction.

scholarly journals ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT SUMMIT OTO FINANCE BRANCH OF SURABAYA

2019 ◽  
Vol 20 (1) ◽  
pp. 1-12
Author(s):  
Eni Yuli Siswati ◽  
Agus Sukoco
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Quality Of Services ◽  
Linear Regression Method ◽  
Positive Direction ◽  
Multiple Linear Regression Method ◽  
Level Of Satisfaction ◽  
Multi Linear Regression ◽  
The Relationship

This study aims to determine and analyze how much influence the quality of services on the level of satisfaction felt by customers who use the financing services of PT Summit Oto Finance Surabaya Branch. The model used in this research is the method of observation, interviews, and questionnaires using a Likert scale and the method of determining the sample used is Proportionate Stratified Random Sampling of 100 samples. The analytical method used is the multiple linear regression method (Multi Linear Regression. The results of the study obtained the regression equation Y = 0.408 + 0.035X1 + 0.320X2 + 0.183X3 + 0.217X4 + 0.277X5. Where simultaneously all variables are tangible, reliability, responsiveness, assurance. , and empathy have a significant influence and positive direction of the relationship on customer satisfaction, while partially only tangible variables that do not affect customer satisfaction The most influencing variable on customer satisfaction is the variable reliability (2,898).

Sign in / Sign up

Export Citation Format

Share Document