Quality improvement of the e-commerce website using integration of Kano model-ipa with QFD approach

This study was conducted to analyze the quality of e-commerce websites, find out which items need improvement, and make improvement design e-commerce websites. This study uses the kano model and Importance Performance Analysis approach based on 7 dimensions with 39 attributes. This study used the survey results from 103 respondents who regularly use the e-commerce website Tokopedia.com. The results of the questionnaire through the validity and reliability tests were used to analyze the reliability of items and the feasibility of the results of the questionnaire. After that, the results of the questionnaire through the corellation and hypothesis tests were used to know the relationship between variables. The findings show that 7 attributes influence customer satisfaction. However, the findings are still nowhere near the expectations. Thus, it requires being the focus of improvement. Improvements in design of 7 attributes in the form of House of Quality with 6 technical features needed to improve the quality of e-commerce website Tokopedia.com. Therefore, effective management strategies can be applied to overcome the intense competition in the e-commerce industry.

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Management of Somatic Symptoms

10.2310/neuro.1300 ◽

2014 ◽

Author(s):

Andreas Schröder ◽

Joel E Dimsdale

Keyword(s):

Clinical Presentation ◽

Health Anxiety ◽

Management Strategies ◽

Somatic Symptoms ◽

Conversion Disorder ◽

Effective Management ◽

Patient Interaction ◽

Step Care ◽

Physician Patient

Somatic symptoms that cannot be attributed to organic disease account for 15 to 20% of primary care consultations and up to 50% in specialized settings. About 6% of the general population has chronic somatic symptoms that affect functioning and quality of life. This chapter focuses on the recognition and effective management of patients with excessive and disabling somatic symptoms. The clinical presentation of somatic symptoms is categorized into three groups of patients: those with multiple somatic symptoms, those with health anxiety, and those with conversion disorder. The chapter provides information to assist with making a diagnosis and differential diagnosis. Management includes ways to improve the physician–patient interaction that will benefit the patient, a step-care model based on illness severity and complexity, and psychological and pharmacologic treatment. The chapter is enhanced by figures and tables that summarize health anxiety, symptoms, differential diagnoses, and management strategies, as well as by case studies and examples. This review contains 5 highly rendered figures, 10 tables, and 235 references.

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Management of Somatic Symptoms

10.2310/fm.1300 ◽

2018 ◽

Author(s):

Andreas Schröder ◽

Joel E Dimsdale

Keyword(s):

Clinical Presentation ◽

Health Anxiety ◽

Management Strategies ◽

Somatic Symptoms ◽

Conversion Disorder ◽

Effective Management ◽

Patient Interaction ◽

Step Care ◽

Physician Patient

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IMPACT OF SOME FACTORS ON QUALITY OF LIFE OF ELDERLY CASES WITH CHRONIC OBSTRUCTIVE PULMONARY DISEASE

Journal of Volgograd State Medical University ◽

10.19163/1994-9480-2020-2(74)-91-94 ◽

2020 ◽

Vol 74 (2) ◽

pp. 91-94

Author(s):

S.V. Turkina ◽

◽

A.A. Grishchenko ◽

N.I. Zhernakova ◽

T.Yu. Lebedev ◽

...

Keyword(s):

Quality Of Life ◽

Chronic Obstructive Pulmonary Disease ◽

Pulmonary Disease ◽

Control Group ◽

Chronic Obstructive ◽

Obstructive Pulmonary Disease ◽

Quality Of Life Indicators ◽

Survey Results ◽

The Relationship

40 elderly and senile patients were examined including 20 patients with exacerbation of chronic obstructive pulmonary disease (COPD) of moderate severity (experimental group) and 20 cases without COPD, acute diseases and exacerbations of chronic pathology (control group). Impact of COPD was studied for various aspects of quality of life. It was analyzed the nature and strength of the relationship between of quality of life indicators and biochemical survey results.

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1423 Quality and Efficacy of Multidisciplinary Team (MDT) Discussion Quality Assessment Tools and Checklists: A Systematic Review

British Journal of Surgery ◽

10.1093/bjs/znab259.954 ◽

2021 ◽

Vol 108 (Supplement_6) ◽

Author(s):

G Brown ◽

A Young ◽

R Rymell

Keyword(s):

Quality Improvement ◽

Quality Assessment ◽

Practical Method ◽

Included Study ◽

Assessment Tools ◽

Current Evidence ◽

Validity And Reliability ◽

High Standards ◽

The Uk

Abstract Aim MDT discussion is the gold standard for cancer care in the UK. With the cancer incidence and complexity of treatments both increasing, demand for MDT discussion is growing. The need for efficiency, whilst maintaining high standards, is therefore clear. Paper-based MDT quality assessment tools and discussion checklists may represent a practical method of monitoring and improving MDT practice. This review aims to describe and appraise these tools, as well as consider their value to quality improvement. Method MEDLINE, Embase and PsycInfo were searched using pre-defined terms. PRISMA methodology was followed throughout. Studies were included if they described the development of a relevant tool/checklist, or if an element of the methodology further informed tool quality assessment. To investigate efficacy, studies using a tool as a method of quality improvement in MDT practice were also included. Study quality was appraised using the COSMIN risk of bias checklist or the Newcastle-Ottawa scale, depending on study type. Results The search returned 6888 results. 17 studies were included, and 6 different tools were identified. Overall, methodological quality in tool development was adequate to very good for assessed aspects of validity and reliability. Clinician feedback was positive. In one study, the introduction of a discussion checklist improved MDT ability to reach a decision from 82.2% to 92.7%. Improvement was also noted in the quality of information presented and the quality of teamwork. Conclusions Several tools for assessing and guiding MDT discussions are available. Although limited, current evidence indicates sufficient rigour in their development and their potential for quality improvement.

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Patient Questionnaires in Orthodontics

Orthodontic Update ◽

10.12968/ortu.2021.14.1.14 ◽

2021 ◽

Vol 14 (1) ◽

pp. 14-20

Author(s):

Sophy Barber ◽

Andrew Shelton

Keyword(s):

Quality Improvement ◽

Quality Of Care ◽

Clinical Relevance ◽

Psychometric Testing ◽

Questionnaire Design ◽

Research Quality ◽

Validity And Reliability ◽

Patient Questionnaires ◽

Patient Concerns

Questionnaires are versatile tools that allow data to be collected from different respondent groups for a range of purposes. This article outlines the use of questionnaires in orthodontics for research, quality improvement and clinical purposes. We highlight the importance of questionnaire design, particularly choosing the type of response to generate useful data and approaches to psychometric testing to measure validity and reliability. Orthodontic-specific questionnaires that have been developed and tested aresummarized. CPD/Clinical Relevance: Questionnaires are a useful tool for collecting information about patient concerns, experience and outcomes; this information is essential to improve the quality of care. It is crucial that valid and reliable tools are used to optimize the usefulness of information.

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Factors to Improve Publication Productivity in Russian Universities

Publications ◽

10.3390/publications9020021 ◽

2021 ◽

Vol 9 (2) ◽

pp. 21

Author(s):

Мarina Vasiljeva ◽

Gennady Osipov ◽

Vadim Ponkratov ◽

Vitali Ivlev ◽

Marina Ivleva ◽

...

Keyword(s):

Academic Staff ◽

Publication Activity ◽

Publication Productivity ◽

Effective Management ◽

Scientific Publications ◽

New Knowledge ◽

The Relationship ◽

Priority Model ◽

Russian Universities

One of the most important conditions for the effectiveness of science is the motivation of academic staff of universities as key and direct producers of new knowledge. The purpose of the article was to substantiate the factors of efficiency in managing the publication activity of Russian universities. The nature and density of the relationship between the number of scientific publications and the level of citation of 19 leading countries in the world, including Russia, were determined by means of statistical analysis and the method of clusters. It has been empirically proven that the priority model for the development of publication activity should be an intensive model, which aims at improving the quality of scientific publications and the level of their citation. Moreover, a survey of 1573 young scientists (under the age of 39) and 2461 senior scientists from 14 universities in Russia was conducted. It investigated the factors of effective management of the publication activity at Russian universities. The results contribute to a better understanding on how Russian universities can activate and foster the flow of high-quality publication outputs by their researchers.

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Improvement of Quality of Higher Education Institutions as a Basis for Improvement of Quality of Life

Sustainability ◽

10.3390/su13084149 ◽

2021 ◽

Vol 13 (8) ◽

pp. 4149

Author(s):

Zorica Lazić ◽

Aleksandar Đorđević ◽

Albina Gazizulina

Keyword(s):

Higher Education ◽

Quality Improvement ◽

Decision Support ◽

Quantitative Data ◽

Higher Education Institutions ◽

Management Strategies ◽

Optimal Management ◽

Quality Of Higher Education ◽

Study Programs

This paper aims to propose a quality assessment model for higher education institutions in the technical–technological field and a system for decision support and optimal management strategies for quality improvement. Obtaining research results is based on surveying stakeholders in higher education and obtaining quantitative data regarding key performance indices. Quantitative data and the genetic algorithm method are applied to determine optimal management strategies for quality improvement. Quality in the higher education sector is among the current issues in the academic community. By monitoring and researching the higher education field and analysing the literature and the current situation in the system of higher education in developing countries, it can be concluded that there is no single way to assess the quality of higher education institutions. This knowledge was a good starting point for the research presented in this paper. Accordingly, the findings include developing a system for quality assessment and the ranking of higher education institutions. Additionally, evaluating the relevance of key performance indicators of higher education institutions differs from different stakeholder perspectives. However, it is possible to develop a system for decision support and the selection of the optimal strategy for improving the performance of study programs and higher education institutions with regard to quality. The practical implications include defining a decision support system that enables the adoption of optimal decisions by the management teams of higher education institutions to improve study programs and the performance of the higher education institutions. The presented system may enable the benchmarking, simulation, and verification of different scenarios for improving the quality and performance of higher education institutions. In this paper, the authors analysed the characteristics, benefits, and drawbacks of different ranking systems to develop and introduce a novel ranking system that suggests weights for the ranking criteria and different perspectives regarding new digital age requirements. The model was tested, and the results are presented to demonstrate the advantages of the developed model. The originality of the research lies in the presented novel model that can be made available to government institutions and serve as a basis for the overall ranking and evaluation of higher education institutions, with the possibility of developing a performance-based funding system. Additionally, other stakeholders can gain an insight into the performance of an institution in relation to their needs and goals.

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PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT GUNA MENINGKATKAN KUALITAS PELAYANAN JASA PADA KOPERASI AGRONIAGA INDONESIA SYARI’AH

Manajemen Bisnis ◽

10.22219/jmb.v3i1.1718 ◽

2014 ◽

Vol 3 (1) ◽

Author(s):

Ahmad Yani

Keyword(s):

Quality Improvement ◽

Quality Function Deployment ◽

Direct Evidence ◽

Quality Of Services ◽

House Of Quality ◽

Quality Function ◽

Precision And Accuracy ◽

Voice Of Customer

AhmadYaniPT. Visiland Dharma Sarana Jakarta PusatE-mail: [email protected] research objective was to implement QFD (Quality Function Deployment) to improve the qualityof service on Kanindo Shari’ah. Variables consisted of direct evidence, reliability, responsiveness,assurance, empathy. Phase of the QFD were (1) poll (Voice of Customer), (2) analysis with QFD, (3)the preparation of Quality Houses. Respondents were customers on Kanindo Shari’ah, namely 40customers who were collected by using accidental sampling. The results showed that the improvementin the quality of services performed by observing attributes of interest to the customer. Then, thecustomer satisfaction performance attributes were the most satisfying hospitality and good communication.Competitive satisfaction performance attributes satisfied customer was adequate infrastructure.Goal was the most preferred attribute settle by Kanindo Shari’ah. The highest value on ImprovementRatio was the speed, precision and accuracy of serving customers. Sales point showed a stronglevel of sales. Finally, the analysis of the results obtained planning quality improvement services inthe form of House Of Quality (HOQ)Keywords: Quality function deployment, direct evidence, reliability, responsiveness, assurance, empathy,house of quality

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IMPROVING SERVICE QUALITY OF CALL CENTER USING DMAIC METHOD AND SERVICE BLUEPRINT

Journal of Management and Business ◽

10.24123/jmb.v15i1.38 ◽

2018 ◽

Vol 15 (1) ◽

Author(s):

Fino Wahyudi Abdul ◽

Nining Purwatmini

Keyword(s):

Quality Improvement ◽

Service Quality ◽

Waiting Time ◽

Call Center ◽

Sigma Level ◽

First Time ◽

The Relationship ◽

Dmaic Method ◽

Service Blueprint

AbstractCustomer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of OC’s call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab-16. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer serviceKeywords: service quality, lean, DMAIC, service blueprint, sigma level

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A Study of Evaluation of Two-dimensional Quality Elements of Convention Tourism Based on Kano Model-A Case Study on Macao

E3S Web of Conferences ◽

10.1051/e3sconf/202125103012 ◽

2021 ◽

Vol 251 ◽

pp. 03012

Author(s):

Kuang Tingyue

Keyword(s):

Quality Improvement ◽

Customer Satisfaction ◽

International Tourism ◽

Two Dimensional ◽

Kano Model ◽

Study Approach ◽

Mice Industry

Macao is an international tourism city. With the burgeoning development of meetings, incentives, conventions and exhibitions (MICE) industry over these years, convention tourism has become an integral part of tourism products in Macao. With a case study on convention participants in Macao and Kano model as the study approach, this study investigates the participants’ expectations for the quality of convention tourism in Macao and the two-dimensional quality of convention tourism products in Macao. In this study, a total of 202 valid questionnaires were classified based on the two-dimensional attributes, and the customer satisfaction coefficient was calculated as the basis for quality improvement of convention tourism. Based on the study findings, this study presents convention organizers and relevant government departments with targeted suggestions.

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