Study on the Development of Zone of Tolerance by Process Encounter for Medical Service Quality Control : Focusing on Small and Medium Hospitals

2012 ◽  
Vol 6 (4) ◽  
pp. 37-47 ◽  
Author(s):  
이흥연 ◽  
이지훈 ◽  
Seo, Sang-Yun
Keyword(s):  
Quality Control ◽  
Service Quality ◽  
Medical Service ◽  
Zone Of Tolerance

Factors for Medical Service Quality Improvement in Hospital

2010 ◽  
Vol 12 ◽  
pp. 37 ◽  
Author(s):  
Jong-In Kim ◽  
Hyung-Won Oh
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Medical Service

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

Capacity Design and Service Quality Control in a Queuing System

1977 ◽  
Vol 25 (4) ◽  
pp. 651-661 ◽  
Author(s):  
S. D. Deshmukh ◽  
Suresh Jain
Keyword(s):  
Quality Control ◽  
Service Quality ◽  
Queuing System ◽  
Capacity Design

scholarly journals A GRA-Based Method for Evaluating Medical Service Quality

IEEE Access ◽  
2019 ◽  
Vol 7 ◽  
pp. 34252-34264 ◽  
Author(s):  
Aijun Liu ◽  
Xingru Guo ◽  
Taoning Liu ◽  
Yan Zhang ◽  
Sang-Bing Tsai ◽  
...  
Keyword(s):  
Service Quality ◽  
Medical Service
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