scholarly journals Exploring the Relationship of Service Quality on Customers Delight in Selected Restaurant of Laguna, Philippines

2021 ◽  
Vol 39 (12) ◽  
Author(s):  
Michael Bhobet B. Baluyot, DHM ◽  
Anicia C. Pampolina, MSHRM
Keyword(s):  
Correlation Coefficient ◽  
Customer Service ◽  
Restaurant Industry ◽  
High Quality ◽  
Five Dimensions ◽  
Customer Delight ◽  
High Level ◽  
Relationship Of ◽  
The Relationship

This paper aimed to determine customer experiences in the pandemic situation at a local restaurant in Laguna, Philippines, and to demonstrate that there are now beyond eating experiences available in that area. The study included 150 customers from Laguna's different restaurants. The SERVQUAL Model and Customer Delight Model serve as the foundation for this study endeavour. Pearson r was used to calculate the correlation coefficient. The five dimensions used in the study are reliability, assurance, tangibles, empathy, and responsiveness. Based on the findings, personal attention and creating an emotional connection with customers are essential in interacting with customers and delivering consistent service. The findings revealed that the total customer delight experience was moderately delighted. Furthermore, the findings have shown a correlation coefficient r of 0.720, which indicates a high level of correlation. These findings demonstrated that high-quality service always equates to high-quality delight and happiness.  Findings revealed that customers want value and the whole experience rather than just the quality of the food. Customers are influenced by how they are handled at all stages of their dining experience. The study's findings serve as a foundation for future growth, demonstrating that a small restaurant can compete in the fast-growing restaurant industry by providing excellent customer service.

scholarly journals ONE-TWO PUNCH OF HIGH WAGES AND EMPOWERING PRACTICES FOR MAINTAINING CARE NETWORKS IN NURSING HOMES

2019 ◽  
Vol 3 (Supplement_1) ◽  
pp. S559-S560
Author(s):  
Katherine Kennedy ◽  
John R Bowblis ◽  
Katherine M Abbott
Keyword(s):  
Retention Rate ◽  
Retention Rates ◽  
Nursing Assistant ◽  
Certified Nursing Assistant ◽  
Facility Level ◽  
High Level ◽  
Relationship Of ◽  
The Relationship ◽  
Linear Regressions

Abstract Stabilizing certified nursing assistant (CNA) employment is necessary for maintaining care networks and providing high quality of care for nursing home (NH) residents. This study’s objective was to examine the relationship of high wages and empowerment practices on CNA retention. We used the 2015 Ohio Biennial Survey to construct a facility-level dataset of 547 NHs and estimated multivariable linear regressions. NHs that provided both high wages and high empowerment were associated with a 12.95 percentage-point improvement in the CNA retention rate (SE = 4.53, t-value = 2.86, p = 0.0045). High wages and a high empowerment score did not have significant effects individually (p > .05). Retention rates were similar between NHs that lacked high wages and scored low on the empowerment scale, and NHs that provided one at a high level but not the other. Implications for better retaining CNAs require multiple empowerment practices combined with high hourly wages.

scholarly journals Multi-section coupling device for aggregation of modern seeding machines

2021 ◽  
Vol 1 (25) ◽  
pp. 140-149
Author(s):  
G.G. Parkhomenko ◽  
◽  
S.I. Kambulov ◽  
I.V. Bozhko ◽  
◽  
...  
Keyword(s):  
Technological Process ◽  
Rational Design ◽  
Climatic Conditions ◽  
Design Parameters ◽  
Coupling Device ◽  
Rational Design Parameters ◽  
High Level ◽  
Relationship Of ◽  
The Relationship

Choosing rational design parameters of the coupling device for multi-section aggregation of seeders, it is possible to ensure full loading of the power unit while maintaining quality indicators of the technological process at a sufficiently high level. Foreign aggregates are not suitable for use in the Russian Federation due to the different soil and climatic conditions. Purpose of the study: to develop an effective device for multi-section aggregation suitable for domestic modern seeding machines. Subject of the research: the relationship of design parameters and modes of operation of the device for multi-section aggregation of seeders with indicators of the technological process of sowing. A monographic survey of known structures has been carried out, a device for multi-section aggregation of seeding machines has been substantiated by the design and construction method, indicators of the technological process of sowing have been experimentally obtained. The developed coupling device for multi-section aggregation consists of a central frame resting on the wheels and articulated side sections: left and right, which fold when transporting the seeding unit. The total working width of the seeding unit is up to 12.5 meters. According to the research results, the quality of the technological process by the seeding devices meets the regulatory requirements. The instability of the total seeding (0.6–1.1 % for barley and 0.4–0.7 % for wheat) is within the tolerance (up to 3 percent); uneven seeding between devices 3.9–4.2 percent (barley) and 2.6–4.2 percent (wheat) corresponds to the norm (up to 5 percent). The number of seeds embedded at a predetermined depth of the soil corresponds to the required (not less than 80 percent) and was 81.8–83.9 percent for barley and 80.1–83.3 percent for wheat. Not embedded seeds were found in the soil.

scholarly journals A Bayesian Best-Worst Method-Based Multicriteria Competence Analysis of Crowdsourcing Delivery Personnel

Complexity ◽  
2020 ◽  
Vol 2020 ◽  
pp. 1-17 ◽  
Author(s):  
Longxiao Li ◽  
Xu Wang ◽  
Jafar Rezaei
Keyword(s):  
Customer Service ◽  
Value Function ◽  
Service Network ◽  
Core Elements ◽  
Delivery Platform ◽  
High Level ◽  
The Relationship ◽  
Best Worst Method

Crowdsourcing delivery is becoming a prevalent tool for tackling delivery problems by building a large labor-intensive service network. In this network, the delivery personnel consist of a large number of people with a complex composition and high level of mobility, creating enormous challenges for the quality of service and the management of a crowdsourcing platform. Hence, we attempt to conduct a competence analysis to determine whether they can provide promised services with high quality, i.e., they are competent for their job. To this end, the competence theory is introduced, and a multicriteria competence analysis (MCCA) approach is developed. To illustrate the MCCA approach, a real-world case study is conducted involving a Chinese takeaway delivery platform, where the Bayesian best-worst method is used to determine the weights of the criteria based on the data collected from managers of the platform company. Also, the competence scores of the personnel involved are collected through surveys and data sources of the company. Given the weights and the competence scores, we use additive value function to identify the overall competence scores of them, which reflects the level of competence for their job. The results show that Skills is the most important competence, while Knowledge is the least important of the four competence dimensions. In subcriteria, four core elements are identified such as punctuality, customer service awareness, responsible, and goods intact. In addition to the importance of criteria, a ranking of a sample of personnel is provided, and almost half of the crowdsourcing delivery personnel’s competence is below the average and vary significantly, while the relationship between the competence level and some other variables is also discussed. Moreover, the developed MCCA approach in this paper can be applied to analyze the competence of personnel in many other industries as well.

scholarly journals Experience Quality, Satisfaction, and Behavioral Intention among the Visitors of Taman Tamadun Islam (TTI), Terengganu

2020 ◽  
Vol 2 (3) ◽  
pp. 184-192 ◽  
Author(s):  
Nor Hidayah Azhar ◽  
Nor Asmalina Mohd Anuar
Keyword(s):  
Behavioral Intention ◽  
Tourism Industry ◽  
P Value ◽  
Five Dimensions ◽  
Visitor Satisfaction ◽  
Positive Effects ◽  
Descriptive Research ◽  
Relationship Of ◽  
The Relationship

Objective – Islamic Heritage Park is one of the major exertions of tourism development and experiences as a central concept in tourism research. This study investigates the experience quality associated with Taman Tamadun Islam (TTI) in Terengganu, Malaysia which offers a combination of tourism activities. The purpose of this paper is to examine the relationship of experience quality, satisfaction, and behavioral intention among the visitors of TTI.Design/methodology – A descriptive research was designed for this study to obtain appropriate data using the quantitative approach towards the visitors of TTI. A total of 368 usable questionnaires were analyzed using SPSS to examine the relationship between the variables.Results – Based on the five dimensions of experience quality (architectural, information and education, facilities, quality of services, and activities), four of them except for the facilities were found to have positive effects on visitor satisfaction and behavioral intention. The results also revealed that satisfaction mediates the relationship between experience quality and behavioral intention in the heritage tourism with P value 0.005.Originality/Value – This study discussed the theoretical and management implications of the findings. The suggested strategies in this study would diversify and boost the Terengganu tourism industry by targeting different groups of tourists. The findings of this study have also provided some practical information on the relationship of these variables and recommendations for the improvement of TTI to meet the needs of their visitors in the future.

scholarly journals Features of promotion services of entertainment enterprises

2020 ◽  
pp. 83-87
Author(s):  
O. V. Shpyrnya ◽  
E. A. Eremina ◽  
M. V. Koreneva
Keyword(s):  
Social Networks ◽  
Customer Service ◽  
Entertainment Industry ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
Definition Of ◽  
High Level ◽  
The Relationship ◽  
Potential Customers

The article describes the main features of promoting the services of entertainment industry enterprises. The definition of entertainment services is given, a list of enterprises providing such services is indicated. The relationship between entertainment services and the development of the tourism and hospitality industry is revealed. Various options for promoting the services of entertainment industry enterprises are presented. Attention is paid to the importance of the process of branding the business of entertainment industry enterprises and maintaining a high level of quality of customer service. Particular attention was paid to additional elements of the marketing mix in promoting the services of entertainment industry enterprises. The basic methods of promoting services are examined, with particular emphasis on social networks VKontakte, Odnoklassniki, Instagram, Facebook. The prospects of organizing focus groups in social networks while promoting certain services in the entertainment industry are noted. It is concluded that technologies for promoting services in the entertainment industry contribute to expanding the number of potential customers, forming a group of regular customers, increasing interest from consumers, partners, and more.There is no conflict of interests.

scholarly journals INTEGRASI SERVQUAL DAN AHP UNTUK EVALUASI KUALITAS LAYANAN DEKRANASDA

SAINTEKBU ◽  
2021 ◽  
Vol 13 (01) ◽  
pp. 8-18
Author(s):  
A. Aviv Mahmudi
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Main Concern ◽  
High Quality ◽  
Five Dimensions ◽  
Customer Perceptions ◽  
Physical Evidence ◽  
Perceptions And Expectations ◽  
Hierarchy Process

Achieving superior service quality is the main concern of all service providers, so that service providers are urged to provide high quality customer-oriented services. The purpose of this study was to analyze the quality of customer service at Dekranasda Rembang, using the Servqual and Analitycal Hierarchy Process (AHP) methods. Servqual is used to see customer perceptions and expectations on the five dimensions of servqual including Physical Evidence (Tangibles), guarantee (Reliability), Responsiveness (Responsiveness), Assurance (Assurance) and Empathy (Emphaty). While AHP is used to weight each dimension and criteria. The results showed that there were 10 service criteria that had to be improved immediately by Dekranasda, so as to improve customer quality.

scholarly journals The Correlation Between Metaphor Density and the Message Persuasive Power

2020 ◽  
pp. 31-43 ◽  
Author(s):  
Oleg I. Kalinin
Keyword(s):  
Empirical Study ◽  
Correlation Coefficient ◽  
Research Methodology ◽  
Opposite Effect ◽  
Specific Density ◽  
Persuasive Power ◽  
High Level ◽  
Communicative Power ◽  
Relationship Of ◽  
The Relationship

The article considers the problem of the communicative power of a metaphor, namely, how the density of metaphors in a message affects the persuasiveness of a given message. The author analyzes the research in the field of the speech impact of metaphorical messages, as well as studies that are aimed at analyzing the density of metaphors in the text. An empirical study based on the original technique checks the hypothesis that a larger number of metaphors in the text increases the power of speech exposure. In this case, the relationship of speech exposure with the metaphor perceived aptness is also investigated. As a research methodology, a survey of 80 respondents is used, who, after reading high-metaphorical, low-metaphorical and non-metaphorical texts, should have made a choice. An important feature of the methodology is the fact that the texts used in the experiment were almost identical in content, but at the same time they were distinguished by metaphor density and perceived aptness. The results showed that metaphorical expressions in all cases were more persistent than non-metaphorical ones. The correlation coefficient between the number of metaphors and the persistence of the message was 0.69, and taking into account perceived aptness - 0.73. The main conclusion of the study is that the higher the density of metaphors in the text, the higher the persuasiveness of a given speech message. However, to achieve a high level of speech exposure, the number of metaphors in the text should be consistent with the perceived aptness, that is, the specific density of metaphors in the text is determined by the genre and style features of the speech message. If the level of perceived aptness of metaphors is low, then increasing the number of metaphors has the opposite effect on persuasiveness. Communication with a low level of metaphor aptness becomes less pervasive, despite the number of metaphors.

scholarly journals HUBUNGAN ANTARA KUALITAS PELAYANAN DAN HARGA DENGAN KEPUASAN PELANGGAN PADA BENGKEL SUZUKI SUN MOTOR MATRAMAN

2017 ◽  
Vol 25 (2) ◽  
pp. 101-120
Author(s):  
Imelda Aprileny
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Partial Correlation ◽  
P Value ◽  
The Real ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine how closely the relationship between service quality and price to customer satisfaction in the garage SUN MOTOR Matraman. The strategy used in this study is an associative strategy. The method used in this research is a survey as part of a descriptive research with quantitative approach. The population in this study is that customers who have subscribed during the years 2014-2015 and has been visited 5 times. Based on existing data, obtained the number of customers who have been 5 times a year during 2014 to 2015 was 114 people. Based on calculations using the formula slovin, obtained the total sample of 89 respondents.Based on the results of research to test the correlation coefficient, obtained by the partial correlation coefficient and regression. From the analysis of partial correlation coefficient, partial correlation value X1 to Y of 0.472, which means the relationship of service quality and customer satisfaction, are moderate and the direction that is positive assuming constant prices. While the partial correlation value X2 to Y of 0.530, which means that the relationship of price to customer satisfaction, are and the direction that is positive with regards the quality of service constant. The value multiple correlation coefficient of 0.952, showing the relationship between service quality and price to customer satisfaction is very strong with a relationship that is positive or unidirectional, meaning if the quality of service and price can be supplied with either, then customer satisfaction will increase, and vice versa if quality of service and price can not be given properly, then customer satisfaction will decrease. From the results of partial hypothesis testing, obtained P-value variables X1 0,000, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation variables of service quality and customer satisfaction. While the P-value of 0.000 X2, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation with the price variable customer satisfaction. From the results of hypothesis testing simultaneously, gained significance F 0,000, is smaller than the real level or 0.000 <0.05. Thus, it can be deduced Ho refused or Ha accepted, meaning there is simultaneously a significant positive relationship between service quality and price to customer satisfaction.

Effects of introduced dung beetles (Coleoptera: Scarabaeidae) on the breeding and abundance of the Australian bushfly, Musca vetustissimaWalker (Diptera: Muscidae)

1978 ◽  
Vol 68 (3) ◽  
pp. 361-372 ◽  
Author(s):  
R. D. Hughes ◽  
Marina Tyndale-Biscoe ◽  
Josephine Walker
Keyword(s):  
Laboratory Experiments ◽  
Dung Beetle ◽  
Dung Beetles ◽  
Cattle Dung ◽  
High Level ◽  
Relationship Of ◽  
The Relationship

AbstractIn laboratory experiments in Australia under standard conditions, densities of the dung beetle Euoniticellus intermedius (Reiche) exceeding 150/1-litre pad of cattle dung were shown to suppress breeding of Musca vetustissima Wlk. The experiments also suggested that it was the effect of dung disturbance on the survival of eggs of the fly that led to suppression. Natural vaiation in the quality of cattle dung obscured but did not alter the effects of high beetle densities. The mobility of M. vetustissima in particular, obscured the relationship of its abundance to dung beetle numbers in the field in 1974–75 and 1975–77 an intial high level of flies was apparently reduced and suppressed by a seasonally late but otherwise similar level of beetle attack on dung pads.

scholarly journals The Relationship of Respecting Inherent Dignity with Anxiety, Depression, Stress and Quality of Life in Patients with Heart Failure

2020 ◽  
Vol 21 (8) ◽  
Author(s):  
Kobra Salehi ◽  
Farimah Shirani ◽  
Vajihe Atashi ◽  
Somayeh Ghafari
Keyword(s):  
Quality Of Life ◽  
Heart Failure ◽  
Correlation Coefficient ◽  
Pearson Correlation ◽  
Inherent Dignity ◽  
Patients With Heart Failure ◽  
Relationship Of ◽  
Anxiety Depression ◽  
The Relationship

Background: Respecting inherent human dignity has a prominent role and is of great importance in health care discussions. Respect for people’s dignity is the basis of nursing care and is a step toward increasing patients’ satisfaction with the services provided by the staff. Objectives: The present study aimed to investigate the relationship of respect for dignity with anxiety, depression, stress and quality of life in patients with heart failure. Methods: This is a descriptive analytic study. The study population consisted of the patients with heart failure hospitalized at Isfahan University of Medical Sciences from 2017 to 2018. In this research, samples were selected through purposive sampling, consisting of 150 patients with heart failure from the research population. Then personal characteristics questionnaire, Inherent Dignity questionnaire (IDQ), Minnesota Living with Heart Failure questionnaire (MLHF), as well as Depression, Anxiety, Stress scale (DASS) were completed by samples. Statistical analysis was performed using descriptive statistical methods, Pearson’s correlation coefficient, one-way ANOVA and independent t-test. Results: The mean total score for patients’ inherent dignity was 102.21 out of 144, with a standard deviation of 17.92. Pearson correlation coefficient showed that the total score of the patients’ inherent dignity had no significant relationship with age (P = 0.57) and the number of heart failure-related hospital admissions (P = 0.71). Pearson correlation coefficient showed that the total score of the patients’ inherent dignity had an inverse relationship with their scores of the quality of life (P = 0.002), depression (P = 0.004), anxiety (P = 0.001), and stress (P < 0.001). Conclusions: Considering the fact that nowadays the improvement of service quality is one of the priorities of healthcare and, on the other hand, as research findings show, respecting the dignity of heart failure patients plays an important role in reducing stress, anxiety, and depression as well as increasing the quality of life, these results can be used in planning to support and improve the treatment, and the care provided for patients, and to guide the future researches regarding the inherent dignity of these patients.

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