scholarly journals Consumer Satisfaction in Social Security Hospital: A Case Study of Punjab Employees Social Security Institution Hospital, Rawalpindi.

2009 ◽  
Vol 48 (4II) ◽  
pp. 675-699 ◽  
Author(s):  
Nasir Ayat ◽  
Mahmood Khalid
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Social Security ◽  
Health Systems ◽  
Consumer Satisfaction ◽  
World Health ◽  
Quality Of Services ◽  
Security Institution ◽  
Care Assessment

In health care, consumer satisfaction is an important evaluation instrument to determine the quality of services. In recent years, the concept has assumed much greater significance particularly in market based health systems. Also, in World Health Organisation’s framework for health care assessment, the customer satisfaction is given due consideration. On the contrary, in developing countries particularly, the concept is one of the most ignored elements in evaluation of health care systems. Pakistan is also a case in point. Review of literature and general health management systems in the country suggests scarcity of information on consumer satisfaction as well as its neglect as a crucial element in health systems. This present study—which is cross-sectional—is designed on the ground that there is a need to incorporate consumer satisfaction in health care evaluation. This study, presents a scientific analysis of Punjab Employees Social Security Institution Hospital, Rawalpindi (PESSI) using the Patient Survey Questionnaire technique, the most universal approach used by international studies to evaluate consumer satisfaction with health services. Based on study results, generally, we conclude that consumers have expressed high level of satisfaction for various quality assessment scales. Despite these findings, it has also been noted that significant proportion of patients have also expressed medium as well as low satisfaction for certain scales. It tends to suggest that quality of services needs to be improved for specific items as well as certain scales including communication, general satisfaction, and interpersonal aspects for improvements in provision of certain services at the hospital. JEL classification: I11, I18, I38 Keywords: Customer Satisfaction, Quality, Healthcare, Evaluation

scholarly journals Einkarekstur eða ríkisrekstur í heilsugæslu: Samanburður á kostnaði og ánægju með þjónustu

2018 ◽  
Vol 14 (2) ◽  
pp. 69-84
Author(s):  
Héðinn Sigurðsson ◽  
Sunna Gestsdóttir ◽  
Sigríður Halldórsdóttir ◽  
Kristjan G. Guðmundsson
Keyword(s):  
Health Care ◽  
Consumer Satisfaction ◽  
Low Cost ◽  
Safety Net ◽  
Community Services ◽  
Quality Of Services ◽  
Private Health Care ◽  
The Cost ◽  
Health Care Centers

The organization of health care is one of the most complex present day challenges. Like other countries that run socialized health care systems, Icelanders face the question of the role of private enterprise in health care. The objective of this study was two-fold: to compare the cost of 17 private and state-run health care centers in the metropolitan area, and to compare consumer satisfaction related to these. At the beginning of Icelandic settlement, there were statutory laws decreeing that community services should be provided for those in need. By the Health Care Act in 1973, the Icelandic health care system fell under the Nordic welfare society with equal access and a tight safety net. The results show that the private health care centers had a low cost per work unit, but not the lowest. Four to seven state run health care centers had less expenditure per patient than the private centers. The cost of each doctor’s position was highest in one of the private clinics. Patient satisfaction surveys showed that there is no difference in the quality of services between these two different operating modes. A conclusion can be drawn from this study that it is not clear whether private health care improves the use of public funds or increases the quality of services.

scholarly journals PENGARUH KUALITAS JASA TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA TRANSPORTASI PT EKA SARI LORENA TRANSPORT BOGOR

2017 ◽  
Vol 8 (1) ◽  
pp. 37
Author(s):  
Ans James Sembiring ◽  
Titiek Tjahja Andari
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Research Quality ◽  
Quality Of Services ◽  
Transportation Services ◽  
Descriptive Research ◽  
Research Survey ◽  
Consumer Feedback ◽  
Positive Effect

Tujuan dari penelitian ini adalah untuk mengetahui bagaimana tanggapan konsumen tentang kualitas jasa yang diberikan perusahaan dan pengaruh kualitas jasa (tangible, emphaty, reliabiilty, responsiveness dan assurance) secara parsial dan simultan berpengaruh terhadap kepuasan konsumen. Metode penelitian adalah survey, bentuk penelitian deskriptif dan verifikatif dengan objek penelitian sebanyak 100 responden yang menggunakan jasa transportasi PT Eka Sari Lorena Transport. Berdasarkan hasil penelitian, secara simultan kualitas jasa yang terdiri dari tangible(X1), emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), sedangkan secara parsial variabel tangible(X1) tidak berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), variabel emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh signifikan dan positif terhadap kepuasan konsumen PT Eka Sari Lorena Transport.KATA KUNCI:  Kualitas Jasa, Kepuasan Konsumen THE EFFECT OF SERVICE QUALITY CUSTOMER SATISFACTION IN USING TRANSPORTATIONABSTRACTThe purpose of this research is to find out how consumer feedback about the quality of services rendered and the influence of the quality of the company's services (tangible, emphaty, reliabiilty, responsiveness and assurance) partially and simultaneous effect on customer satisfaction. The method of research done is a descriptive research, survey and verifikatif with the object of research by as much as 100 respondents who use transportation services PT Eka Sari Lorena Transport. Based on the results of research, quality service that simultaneously composed of tangible (X 1), (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) influence on consumer satisfaction PT Eka Sari Lorena Transport (Y), while partially tangible variables (X 1) does not affect satisfaction of PT Eka Sari Lorena Transport (Y), variable (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) significant and positive effect toward satisfaction of PT Eka Sari Lorena Transport. 

scholarly journals Analisis Kualitas Pelayanan untuk Meningkatkan Kepuasan Konsumen: Studi Kasus Gold’s Gym Bandung

2019 ◽  
Vol 12 (3) ◽  
pp. 220
Author(s):  
Merita Bernik
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Quality Service ◽  
Fitness Center ◽  
Descriptive Method ◽  
Cartesian Diagram

Health is the most common thing and becomes the primary need of every human being. One way to keep us healthy is to diligently exercise. There are various kinds of sports that can be done, and there are also many facilities provided for sports. One of the facilities that can be utilized is the fitness center. One fitness center in Bandung has an increasing number of consumers and members. This shows the existence of consumer satisfaction, one of the variable to meet customer satisfaction is the existence of good quality service. The method used in this study is a descriptive method using primary data and secondary data, the data that has been obtained is then processed, analyzed and entered into the Cartesian diagram. The results obtained from the quality of services provided are in a fairly good category and many indicators are included in the B quadrant where quality is considered important as a factor supporting consumer satisfaction.

Cultural Competency Methodological and Data Strategies to Assess the Quality of Services in Mental Health Systems of Care

2002 ◽  
Author(s):  
Carole Siegel ◽  
Gary Haugland ◽  
Ethel Davis Chambers ◽  
Carmen Aponte ◽  
Ralph Blackshear ◽  
...  
Keyword(s):  
Mental Health ◽  
Health Systems ◽  
Cultural Competency ◽  
Systems Of Care ◽  
Quality Of Services ◽  
Mental Health Systems

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Southern social world-regionalisms: The place of health in nine African regional economic communities

2020 ◽  
pp. 146801812096185
Author(s):  
Nicola Yeates ◽  
Rebecca Surender
Keyword(s):  
Health Care ◽  
Public Policy ◽  
Social Policy ◽  
Health Systems ◽  
Regional Integration ◽  
Regional Cooperation ◽  
Health Sector ◽  
World Health ◽  
Regional Health ◽  
Regional Economic

This article presents key results from a comparative qualitative Social Policy study of nine African regional economic communities’ (RECs) regional health policies. The article asks to what extent has health been incorporated into RECs’ public policy functions and actions, and what similarities and differences are evident among the RECs. Utilising a World Health Organization (WHO) framework for conceptualising health systems, the research evidence routes the article’s arguments towards the following principal conclusions. First, the health sector is a key component of the public policy functions of most of the RECs. In these RECs, innovations in health sector organisation are notable; there is considerable regulatory, organisational, resourcing and programmatic diversity among the RECs alongside under-resourcing and fragmentation within each of them. Second, there are indications of important tangible benefits of regional cooperation and coordination in health, and growing interest by international donors in regional mechanisms through which to disburse health and -related Official Development Assistance (ODA). Third, content analysis of RECs’ regional health strategies suggests fairly minimal strategic ambitions as well as significant limitations of current approaches to advancing effective and progressive health reform. The lack of emphasis on universal health care and reliance on piecemeal donor funding are out of step with approaches and recommendations increasingly emphasising health systems development, sector-wide approaches (SWAPs) and primary health care as the bedrock of health services expansion. Overall, the health component of RECs’ development priorities is consistent with an instrumentalist social policy approach. The development of a more comprehensive sustainable world-regional health policy is unlikely to come from the African Continental Free-Trade Area, which lacks requisite social and health clauses to underpin ‘positive’ forms of regional integration.

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