Service quality and users’ satisfaction assessment in the health context in Mexico

2017 ◽  
Vol 33 (57) ◽  
Author(s):  
Idolina Bernal González ◽  
Norma Angélica Pedraza Melo ◽  
Jesús Lavín Verástegui ◽  
Gabriela Monforte García
Keyword(s):  
Service Quality ◽  
Continuous Improvement ◽  
Significant Relationship ◽  
Public Hospitals ◽  
Descriptive Statistics ◽  
Multiple Linear Regressions ◽  
Patient’S Satisfaction ◽  
Areas Of Interest ◽  
The Relationship ◽  
Linear Regressions

Service Quality and the users’ satisfaction are seen as substantial challenges for the health system in Mexico. The new reforms in the area of health have turned these issues into areas of interest for the population and the institutions within the sector. The principal aim of this research is to analyze the service’s quality, users’ satisfaction, and the relationship between these two variables of study. The analysis is performed under a quantitative approach through the application of 876 questionnaires in eight public hospitals in the state of Tamaulipas, Mexico. Multiple linear regressions are used for data processing and descriptive statistics for the valuation each one of the variables. The results have shown a positive and significant relationship between the service’s quality and the satisfaction of the users, taking this as an important part for the continuous improvement of health services and the creation of recommendations that promote or improve the patient’s satisfaction.

Alternative Call Center Operational Indicators to Customer Satisfaction

2012 ◽  
pp. 15-25
Author(s):  
Alexandre Ferreira Oliveira ◽  
Luiz Antonio Joia
Keyword(s):  
Customer Satisfaction ◽  
Significant Relationship ◽  
Performance Indicators ◽  
Call Center ◽  
Methodological Approach ◽  
Three Dimensions ◽  
Telecommunication Industry ◽  
Multiple Linear Regressions ◽  
The Relationship ◽  
Linear Regressions

The purpose of this chapter is to purport a set of alternative call center operational performance indicators, in order to enhance the relationship between call center performance and customer satisfaction. In order to do that, a methodological approach based on surveys, as well as stepwise multiple linear regressions, is developed from 6,616 cases collected during three months from the telecommunication industry. The general conclusion is that a set of alternative call center indicators covering three dimensions, namely the call center ability to resolve a problem, the call center responsiveness, and the prior customer satisfaction with the call center, together with traditional indicators, present a statistically significant relationship with customer satisfaction. The insights from this study can help managers to improve the customer satisfaction with call center, as well as to better sub-contract outsourcing call center operators.

Kuwaiti Hospital Patients’ Continuance Intention to Use Telemedical Systems in the Wake of the COVID-19 Pandemic: Survey Study Among Patients (Preprint)

2021 ◽  
Author(s):  
Ibtesam Almutairi
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Survey Study ◽  
Intention To Use ◽  
System Quality ◽  
Continuance Intention ◽  
Quantitative Research Methods ◽  
Patient’S Satisfaction ◽  
Relationship Of ◽  
The Relationship

BACKGROUND Telemedicine is a system using telecommunication technologies to diagnose, treat, and monitor patients by healthcare physicians and specialists in many developing countries such as Kuwait. Telemedicine services have proven to be successful in reporting and tracking patient records, delivering, real time monitoring, providing correct medications, and early detection of clinical decline. Covid-19 pandemic period have reinforced telemedicine system’s benefits even more in Kuwait. OBJECTIVE The objective of this study is to investigate factors influencing patients’ continuance intention to use telemedicine after the COVID-19 pandemic in the medical sector of Kuwait. METHODS The updated Delone and Maclean (2003) model was utilized to investigate the aforementioned factors. As such, this research applied quantitative research methods with a sample of 290 participants from patients in Dar Al Shifa Hospital, a private hospital in Kuwait which utilizes telemedical services called ‘Sehaty online’. The corresponding data was analyzed using SmartPLS. RESULTS The findings of this study revealed that the relationship of both telemedicine’s information quality and system quality with patient’s satisfaction are significant with (β = 0.377, t = 5.612, P < 0.001), (β = 0.295, t = 4.397, P < 0.001) respectively. While the relationship of service quality and patient’s satisfaction is not significant with (β = -0.056, t = 0.894, P > 0.05). patient’s satisfaction relationship with patients’ continuance intention to use telemedicine found to be significant with (β = 0.403, t = 8.732, P < 0.001). CONCLUSIONS It has been concluded that information quality and system quality have a positive and significant influence on patient’s satisfaction, whereas service quality has an insignificant influence on patient’s satisfaction. Also, patients’ continuance intention to use telemedicine is found to be significantly impacted by their satisfaction.

scholarly journals Effects of the COVID-19 Pandemic on Sports Entrepreneurship

2020 ◽  
Vol 12 (20) ◽  
pp. 8493
Author(s):  
Paloma Escamilla-Fajardo ◽  
Juan M. Núñez-Pomar ◽  
Ferran Calabuig-Moreno ◽  
Ana M. Gómez-Tafalla
Keyword(s):  
Service Quality ◽  
Risk Taking ◽  
Non Profit ◽  
Paired Sample ◽  
Sports Clubs ◽  
Before And After ◽  
The Impact ◽  
The Relationship ◽  
Linear Regressions ◽  
Crisis Situations

Sports entrepreneurship has been considered an important part of sports organisations when overcoming crisis situations. The aim of this study is to determine the impact of the crisis derived from COVID-19 on sports entrepreneurship and whether there are differences in the prediction of entrepreneurship on service quality in non-profit sports clubs. To this end, 145 sports clubs were analysed before and after the outbreak of the virus in society. Paired sample-t tests were carried out to determine the differences in variables studied before (Time I) and after (Time II) the COVID-19 outbreak, and correlations and hierarchical linear regressions were used to analyse the relationship between the variables studied in the two different stages. The results obtained show that risk-taking and innovation are significantly higher after the appearance of COVID-19, while proactivity has not undergone significant changes. Finally, the relationship between sports entrepreneurship and service quality is positive and significant in both stages but stronger before the crisis.

Knowledge Management and Continuous Improvement in a Private University from Lima, Peru [Gestión del Conocimiento y Mejora Continua en una Universidad Privada de Lima, Perú]

2021 ◽  
Vol 4 (2) ◽  
pp. 38-50
Author(s):  
Victoria Ysabel Bringas Rios
Keyword(s):  
Knowledge Management ◽  
Continuous Improvement ◽  
Significant Relationship ◽  
Success Factors ◽  
Private University ◽  
Cross Sectional ◽  
Leading Role ◽  
Statistical Program ◽  
Level Of Significance ◽  
The Relationship

Knowledge management and continuous improvement are key success factors that are applied in organizations independently; However, there is a significant relationship between the two, therefore organizations that seek to be leaders in their sector must analyze them together. Considering that universities have a leading role and must transcend the expectations of our society, I have considered it pertinent to carry out this article whose purpose is to establish the relationship between Knowledge Management and Continuous Improvement in a Private University from Lima, Peru. It has a quantitative approach because statistical analysis was used to test what was established in the hypotheses. The design is non-experimental, cross-sectional, since information is presented as it occurs in reality and in a given time, it is transectional, correlational, because it measures and evaluates the relationship between the variables. The sample is made up of 45 individuals between heads of areas and school coordinators, to whom a questionnaire with 32 questions was applied, whose data were processed in the statistical program SPSS version 25. Finally, the significant relationship between management of the knowledge and continuous improvement, obtaining a Spearman Rho, 0.730, at the 1% level of significance. Likewise, the findings affirm that the phases of creating, storing, applying and transferring knowledge also have a significant relationship with continuous improvement.

scholarly journals IMPROVING CUSTOMER LOYALTY THROUGH EXPERIENTAL VALUE, SERVICE QUALITY AND TRUST

2020 ◽  
Vol 1 (2) ◽  
pp. 117
Author(s):  
Rifki Arikah An Namla ◽  
Sukaris Sukaris ◽  
Budiyono Pristyadi ◽  
Al Kusani Al Kusani
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Multiple Linear Regressions ◽  
Probability Sampling ◽  
Service Company ◽  
Sample Amount ◽  
Experiential Value ◽  
Linear Regressions

Customer with high loyalty are the assets of the company because they will provide positive recommendations and indirectly will invite people around to determine and use the product of the service company they use. This research aims to find out whether there is an effect of experiential value, service quality and trust on customer loyalty indihome in Gresik regency. Sampling is used Non Probability Sampling by using Ferdinand formula, where the sample amount is 100 people. The analysis used in this study is multiple linear regressions. The results are proven to show that experiential value, service quality and trust have a positive and significant effect on customer loyalty in Gresik regency

scholarly journals Analisis Pengaruh Disiplin Kerja Dan Motivasi Kerja Karayawan CV. Adeeva Kontruksi Jambi

2020 ◽  
Vol 11 (2) ◽  
pp. 147
Author(s):  
Indria Mayesti ◽  
Abd Halim ◽  
Rika Neldawaty ◽  
Des Arianti Syarah
Keyword(s):  
Major Part ◽  
Work Motivation ◽  
Employee Performance ◽  
Multiple Linear Regressions ◽  
Research Results ◽  
The Future ◽  
The Relationship ◽  
Linear Regressions

The purpose of this research is to explain the analysis of the influence of work discipline and work motivation of Jambi employees (CV. Adeeva Construction Study) simultaneously and partially this type of research used in this research is associative research which aims to determine the relationship between two or more variables. The variables referred to in this study are variable X1 (Work Motivation), variable X2 (Work Discipline) and Y (Performance). The results of the study based on the results of multiple linear regressions proved that the variables of Performance, Discipline, and Motivation had a significant effect on Employee Performance (CV. Adeeva Construction Study). Based on the research results that are expected to be input, PT Adeeva should make performance performance a major part of the company so that the company's activities can run even better. And the need for motivation to all employees to work better in the future by giving rewards to employees who excel in order to motivate all employees to work better.

The Effect of Country of Origin, Service Quality, and Brand Redeployment After M&A

2018 ◽  
pp. 177-191
Author(s):  
Adilla Anggraeni ◽  
Kendy Hasan
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Reliability And Validity ◽  
Merger And Acquisition ◽  
The Other ◽  
Multiple Linear Regressions ◽  
Online Questionnaire ◽  
Consumer Purchase Intention ◽  
Post Hoc ◽  
Linear Regressions

Many companies worldwide underwent merger and acquisition to expand the business. The purpose of the research is to confirm that general country attribute; service quality and the redeployment strategies are variables needed by the company to smooth the process of the merger and acquisition. The data were collected from 150 respondents through offline and online questionnaire. Cronbach's Alpha and Confirmatory Factorial Analysis were utilized to determine reliability and validity of the constructs. Simple and multiple linear regressions are the hypothesis testing chosen for this study. ANOVA and Post-Hoc Duncan are performed to differentiate which of the five redeployment strategies is the best used by the company after done the merger and acquisition. The results conclude that general country attributes and service quality are positively linked to purchase intention. On the other hand, corporate brand redeployment alternatives are shown to have no impact on consumer purchase intention in the case of Tigerair Mandala Airlines.

Call Center Operational Performance Indicators and Customer Satisfaction

2011 ◽  
Vol 3 (2) ◽  
pp. 13-31 ◽  
Author(s):  
Alexandre Ferreira Oliveira ◽  
Luiz A. Joia
Keyword(s):  
Customer Satisfaction ◽  
Performance Indicators ◽  
Call Center ◽  
Call Centers ◽  
Methodological Approach ◽  
Operational Performance ◽  
Multiple Linear Regressions ◽  
First Contact ◽  
The Relationship ◽  
Linear Regressions

This article purports to investigate the relationship – in an empirical way – between the various operational indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with customer satisfaction. A methodological approach based on surveys as well as stepwise multiple linear regressions is developed and applied in order to achieve the objective of this paper. The “First-Contact Resolution Rate” and the “Average Handle Time After the Call” indicators present a statistically significant relationship with customer satisfaction. Some alternative call center operational performance indicators are proposed, in an exploratory way, so as to convey an enhanced relationship between call center performance and customer satisfaction.

The Effect of Country of Origin Service Quality and Brand Redeployment after M&A

2016 ◽  
Vol 7 (1) ◽  
pp. 42-55 ◽  
Author(s):  
Adilla Anggraeni ◽  
Kendy Hasan
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Purchase Intention ◽  
Country Of Origin ◽  
Merger And Acquisition ◽  
Multiple Linear Regressions ◽  
Online Questionnaire ◽  
Main Research ◽  
Post Hoc ◽  
Linear Regressions

The purpose of the research is to confirm that general country attribute; service quality and the redeployment strategies are variables needed by the company to smooth the process of the merger and acquisition. The main research framework was replicated from the work of Lee and Lee (2011) with alterations to suit the context of the current study. The data were collected from 150 respondents through offline and online questionnaire. Simple and multiple linear regressions are the hypothesis testing chosen for this study. ANOVA and Post-Hoc Duncan are performed to differentiate which of the five redeployment strategies is the best used by the company after done the merger and acquisition. The results conclude that general country attributes and service quality are positively linked to purchase intention in the case of Tigerair Mandala Airlines. Country of origin was found to have the most significant influence toward purchase intention, whereas service quality has the significant influence toward purchase intention.

The Research on the Relationship between Absorptive Capacity and Knowledge Integration: The Moderating Effect of Organizational Climate

2014 ◽  
Vol 687-691 ◽  
pp. 4785-4789
Author(s):  
Guo Zheng Zhang ◽  
Song Zheng Zhao ◽  
Juan Ru Wang
Keyword(s):  
Empirical Study ◽  
Organizational Climate ◽  
Survey Data ◽  
Absorptive Capacity ◽  
Knowledge Integration ◽  
Positive Impact ◽  
Moderating Effect ◽  
Multiple Linear Regressions ◽  
The Relationship ◽  
Linear Regressions

This paper analyzes the moderating effect of organizational climate on the relationship between absorptive capacity and knowledge integration. 183 survey data from 5 regions including Beijing is collected for empirical study using multiple linear regressions. The results show that absorptive capacity has a significantly positive impact on knowledge integration;organizational climate positively moderates the relationship between absorptive capacity and knowledge integration.

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