Comparison between Two Quality of Websites for Cinema Service Providers in Indonesia Using Webqual Method

2019 ◽  
Vol 9 (6) ◽  
pp. p9047
Author(s):  
Emellika Rahmayana ◽  
Rudy Trisno Yuwono ◽  
SKom MM
Keyword(s):  
Service Providers

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers

PUBLIC SECTOR SERVICE INNOVATION COMPARISON

2020 ◽  
Vol 4 (2) ◽  
pp. 826-844
Author(s):  
Ellyza Octaleny
Keyword(s):  
Public Sector ◽  
Service Providers ◽  
Employee Performance ◽  
Work Load ◽  
Employee Welfare ◽  
Low Education ◽  
And Function ◽  
Public Sector Service ◽  
Sector Service

Abstrak Inovasi merupakan suatu hal penting yang harus dimiliki oleh sebuah organisasi pemberi layanan sektor publik. Instansi pemerintah sebagai pemberi layanan dituntut memiliki inovasi untuk meningkatkan kualitas pelayanan kepada masyarakat. Penelitian ini bertujuan untuk membandingkan inovasi pelayanan sektor publik di RSUD Prof. Margono dan Lembaga Permasyarakatan Nusakambangan Cilacap. Metode penelitian yang digunakan adalah metode deskriptif kualitatif. Teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Temuan dalam penelitian ini adalah: 1). Kurangnya personil pegawai yang sesuai dengan tugas dan fungsinya; 2). Kuangnya kesejahteraan pegawai sehingga kinerja pegawai rendah dan tidak berkualitas; 3). Pegawai berpendidikan rendah sehingga tidak sesuai dengan beban tugas dan fungsinya. Rekomendasi untuk kedua Lembaga sector public tersebut dalam penelitian ini adalah: 1). Penambahan personel pegawai sesuai dengan tugas dan fungsinya sehingga cakupan kewenangannya luas; 2) Lebih memperhatikan kesejahteraan pegawai sehingga pegawai termotivasi untuk bekerja dengan baik dan berkualitas; 3) Memberikan Kemudahan kepada pegawai yang ingin melanjutkan pendidikannya kejenjang yang lebih tinggi sehingga kualitas Pendidikan personel lebih seimbang dengan beban kerja. Kata Kunci: Inovasi, Pelayanan, SektorPublik   Abstract Innovation is an important thing that must be owned by an organization that provides public sector services. Government agencies as service providers are required to have innovations to improve the quality of services to the community. This study aims to compare public sector service innovations in hospitals. Prof. Margono and the Nusa kambangan Penitentiary. The research method used is descriptive qualitative method. Data collection techniques through interviews, observation, and documentation. The findings in this study are: 1). Lack of employee personnel in accordance with their duties and functions; 2). The lack of employee welfare so that employee performance is low and not qualified; 3). Employees have low education so that it is not suitable with their work load and function. The recommendations for the two public sector institutions in this study are: 1). The addition of employee personnel in accordance with their duties and functions so that the scope of their authority is broad; 2) Pay more attention to employee welfare so that employees are motivated to work well and quality; 3) Providing convenience to employees who want to continue their education to a higher level so that the quality of personnel education is more balanced with the workload. Keywords: Innovation, Service, Public Sector  

scholarly journals Health Status and Quality of Health Care Services of Congolese Refugees in Nakivale, Uganda

2016 ◽  
Vol 5 (3) ◽  
pp. 39
Author(s):  
Amegovu K. Andrew
Keyword(s):  
Health Status ◽  
Health Services ◽  
Resource Constraints ◽  
Service Providers ◽  
Geographic Origin ◽  
Health Service Delivery ◽  
Health Facilities ◽  
Cross Sectional ◽  
Adequate Food

Physical and emotional wellness, as well as access to healthcare, are foundations for successful resettlement. Without feeling healthy, it is difficult to work, to go school, or take care of a family. Many factors can affect refugee health, including geographic origin and refugee camp conditions. Refugees may face a wide variety of acute or chronic health issues (Office of Refugee Resettlement, ORR Annual Report to Congress 2014; http://www.acf.hhs.gov). Resettlement of refugees in Uganda is usually supported by concerted efforts of UNHCR, Governments through the Office of the Prime Minister, OPM with support from host communities, local and international Non-Governmental Organizations. Due to resource constraints and local factors, immigrants are often subjected to poor living conditions which coupled with inadequacy inessential medical supplies might significantly affects quality of care and health service delivery and hence, rendering refugees to poor health status. This study was conducted from 2013-2014 to assess the determinants of health status of Congolese refugees living in Nakivale refugee settlement, in Isingiro district- South Western Uganda. A cross-sectional study design was used involving mixed techniques of both qualitative and quantitative KAP survey. The study focussed on Congolese refugee population in Nakivale Refugee settlement. 2401 key informants’ interviews and 8 focus group discussions respectively were conducted targeting service providers and beneficiaries/Congolese refugees in this case. The data was analysed using SPSS ver.20, 2011. Although majority (97%) of respondents sought medical services from established health facilities, findings confirm a high level of ill health prevalence among Congolese refugees in Nakivale camp, however, the difference in health services and perceived health status in camp versus the one in DRcongo is insignificant ( p=0.000) with respondents perceiving their health status as worse than when they were their own Country before the resettlement. Identified key challenges affecting access & uptake of available health services includes: language barrier; inadequate drugs; and the long distances to access health facilities. The health status of refugees could be improved by addressing the challenges related to language, drug supplies in addition to humanising conditions of shelter, providing appropriate waste disposal facilities while proving adequate food rations and clean & safe drinking water.

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 32.K. Skills building seminar: Using participatory health research to optimise psycho-oncological patient information material

2020 ◽  
Vol 30 (Supplement_5) ◽  
Author(s):  
◽  
Keyword(s):  
Patient Information ◽  
Health Research ◽  
Service Providers ◽  
Complex Interventions ◽  
User Participation ◽  
End Users ◽  
Vulnerable Groups ◽  
Participatory Health Research ◽  
Practical Instrument

Abstract Patient information material (PIM) is omnipresent in healthcare. It is used to convey information or to familiarize potential end-users to offers of support. PIM recaps or elaborates on relevant information and offers recommendation for action. However, the quality of available PIM varies. When the formal and content-related quality of PIM is suboptimal, it not only fails to be effective but can also lead to uncertainty, misunderstandings, resistance or ignorance (e.g. of a support offer). Highly complex information requires much attention on the quality of the PIM, especially with respect to end-users (e.g. vulnerable groups). Excellent communication through the use of PIM is thus essential within complex interventions. Checklists, such as 'Discern' or 'PEMAT', as well as criteria catalogues or evidence-based patient information standards, may assist in the development, quality assessment and optimization of PIM. The inclusion of the end-users is recommended but for various reasons does not often take place. The innovative “integrated, cross-sectional Psycho-Oncology” (isPO) programme, offers needs-driven, professional support to all adult, newly diagnosed cancer patients early in their sickness trajectory. IsPO was developed in 2018. It was implemented and a formative evaluated in 2019. When developing this programme, different PIM were created top-down by the programme designers. During implementation, it became evident that these PIM materials required further improvement. A testing and optimization process started using the participatory health research (PHR) approach and was completed in a five-month period. A PIM-optimisation team was founded, which included the project partners involved in the network support, self-help organisations and the external evaluation institute. A practical instrument (PIM-checklist) for optimising the isPO-PIM was designed, piloted and used for testing by end-users, isPO service providers, and experts. Based on the recommendations in the checklist, the material was revised accordingly. Additionally, the PIM was completed with the design of two new components. Four optimisation rounds were conducted. The optimized PIM was tested on its comprehensibility (for end-users) and its usability (for service providers). During the presentations, the audience is invited to comment on critical questions that may appear during optimization (e.g. timing). Afterwards, there will be a skill building part with a focus on collaborative learning (45 minutes). First, we will focus on the requirements for a practical instrument that is handy for end-users, service providers and experts (mind mapping exercise). Finally, participants will be able to explore the following topics “World Café” discussion: (1) how to plan, conduct and communicate the development of optimization of PIM in a CI program, (2) what needs to be considered for the optimization (e.g. team composition, resources), and (3) how to continuously achieve end-userś participation. Key messages Excellent PIM are essential for a complex interventiońs success in practice and must include information and foster actionability. the iterative PIM design processes benefits from high user participation.

A cross-linguistic study of metacommunication in online hotel reviews

2020 ◽  
Vol 17 (4) ◽  
pp. 445-470
Author(s):  
Irene Cenni ◽  
Patrick Goethals ◽  
Camilla Vásquez
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Mother Tongue ◽  
Service Failure ◽  
Specific Form ◽  
Service Encounter ◽  
Service Encounters ◽  
Correct Information ◽  
Linguistic Patterns

AbstractIn this study, we focus on a specific form of metacommunication found in an emerging digital genre: Hotel reviews posted on TripAdvisor. In particular, we investigate how tourists represent their service encounter interactions. The main goal of the present study is to identify what these digital metacommunicative practices reveal about communicative norms and expectations among groups of reviewers writing in three different languages. We analyzed a multilingual dataset of 1800 reviews written in English, Dutch, and Italian. The results reveal that reviewers commented upon a broad range of aspects when evaluating service encounters interactions, for instance, describing the quality of the interaction (e.g. polite, correct), or a lack of communication when a specific type of communication is expected (e.g. absence of greetings, or apologies after a service failure). Further, we found similar cross-linguistic patterns, such as appreciation for being able to communicate in one’s mother tongue during the hotel-guest encounter. At the same time, a few differences across languages emerged, such as the preference for precise and correct information within British reviews. Since service interactions are of fundamental importance for customer satisfaction, our findings contribute not only to the current research on metacommunication in digital contexts, but may also be significant for service providers in the hospitality industry.

scholarly journals Perceived family cohesion, social support, and quality of life in patients undergoing treatment for substance use disorders compared with patients with mental and physical disorders

2021 ◽  
Vol 16 (1) ◽  
Author(s):  
Bente Birkeland ◽  
Bente Weimand ◽  
Torleif Ruud ◽  
Darryl Maybery ◽  
John-Kåre Vederhus
Keyword(s):  
Quality Of Life ◽  
Social Support ◽  
Substance Use ◽  
Substance Use Disorders ◽  
Family Cohesion ◽  
Service Providers ◽  
Cancer Data ◽  
Physical Disorders ◽  
Patient Groups

Abstract Purpose Support from family and other social network elements can be important in helping patients to cope with practical and emotional consequences of diseases. The aim of the study was to examine perception of family and social support and quality of life (QoL) in patients undergoing treatment for substance use disorders (SUDs). We compared them with patients in treatment for mental disorders (MDs) and physical disorders (PDs). Methods We used data from a national multicenter study that recruited patients (N  =  518) from three treatment domains; SUD treatment units, MD treatment units, and PD treatment units (severe neurological conditions or cancer). Data on family cohesion, social support, and QoL were compared across patient groups. In addition, data on health variables was collected. We used a multiple linear regression procedure to examine how health and support variables were associated with QoL. Results Family cohesion and social support in the SUD and MD groups were rated at similarly low levels, substantially lower than in the PD group. The SUD group exhibited a somewhat lower QoL than did the PD group, but their QoL was still in the near-to-normal range. In contrast, the MD group had markedly low QoL. When examining factors associated with QoL, we found that greater family cohesion and social support were positively associated with QoL. Mental distress was the strongest factor, and was negatively associated with QoL (beta − 0.15, 95% CI  =  − 0.17/− 0.14, p  <  0.001). Conclusion Service providers need to be aware of the weaker networks and less regulatory family and/or social support available to patients with SUDs. Providers should focus consistently on the social networks of patients and include patients’ families in treatment processes.

scholarly journals They Do Their Best, but Their Best Isn’t Good Enough: How Social Housing Can Support Older Tenants Aging in Place

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 23-23
Author(s):  
Christine Sheppard ◽  
Andrea Austen ◽  
Sander Hitzig
Keyword(s):  
Older Adults ◽  
Social Housing ◽  
Service Providers ◽  
Policy Implications ◽  
Service Model ◽  
Building Trust ◽  
Age In Place ◽  
Access To Health ◽  
The City

Abstract Toronto Community Housing (TCH) is the second largest social housing landlord in North America, and is home to over 27,000 older adults, half of whom live in 83 “seniors-designated” buildings. There is inadequate and inconsistent delivery of services in these buildings, negatively impacting tenants’ ability to age in place. We conducted two half-day consultations with service providers (n=74) and tenants (n=100) to identify strategies to improve unit condition, promote stable tenancies (i.e., prevent evictions) and enhance access to health and support services for older adults living in TCH. Through facilitated discussion, participants identified their top two recommendations for each priority area and reflected on the strategies that were hardest and easiest to implement, as well as the ones that would have the most and least impact on quality of life for older tenants. Participants recognized the need for more education as a way to empower older tenants and reduce stigma associated with unit condition issues (e.g., pest problems) and arrears. More frequent touch points with tenants was also recommended as a way to identify older adults at-risk of eviction and work proactively (instead of reactively) to support them. Service providers and tenants believed that system navigators working directly in the buildings would be a key facilitator to building trust and helping older tenants access needed services. Outcomes of the have several program and policy implications for TCH, as they partner with the City of Toronto to design a new integrated service model for the seniors-designated buildings.

scholarly journals Estimating PQoS of Video Streaming on Wi-Fi Networks Using Machine Learning

Sensors ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 621
Author(s):  
Maghsoud Morshedi ◽  
Josef Noll
Keyword(s):  
Machine Learning ◽  
Video Streaming ◽  
Network Performance ◽  
Service Providers ◽  
Perceived Quality ◽  
Internet Service Providers ◽  
Performance Parameters ◽  
Internet Service ◽  
Access Points

Video on demand (VoD) services such as YouTube have generated considerable volumes of Internet traffic in homes and buildings in recent years. While Internet service providers deploy fiber and recent wireless technologies such as 802.11ax to support high bandwidth requirement, the best-effort nature of 802.11 networks and variable wireless medium conditions hinder users from experiencing maximum quality during video streaming. Hence, Internet service providers (ISPs) have an interest in monitoring the perceived quality of service (PQoS) in customer premises in order to avoid customer dissatisfaction and churn. Since existing approaches for estimating PQoS or quality of experience (QoE) requires external measurement of generic network performance parameters, this paper presents a novel approach to estimate the PQoS of video streaming using only 802.11 specific network performance parameters collected from wireless access points. This study produced datasets comprising 802.11n/ac/ax specific network performance parameters labelled with PQoS in the form of mean opinion scores (MOS) to train machine learning algorithms. As a result, we achieved as many as 93–99% classification accuracy in estimating PQoS by monitoring only 802.11 parameters on off-the-shelf Wi-Fi access points. Furthermore, the 802.11 parameters used in the machine learning model were analyzed to identify the cause of quality degradation detected on the Wi-Fi networks. Finally, ISPs can utilize the results of this study to provide predictable and measurable wireless quality by implementing non-intrusive monitoring of customers’ perceived quality. In addition, this approach reduces customers’ privacy concerns while reducing the operational cost of analytics for ISPs.

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