scholarly journals IMPLEMENTATION OF A QUALITY STRATEGY BASED ON CUSTOMER SATISFACTION ANALYSIS. CASE STUDY: HOTEL MARKET

2021 ◽  
Vol 14(63) (2) ◽  
pp. 41-48
Author(s):  
Anca Madar ◽  
Keyword(s):  
Hospitality Management ◽  
Quality Of Services ◽  
Brand Value ◽  
Positive Outcomes ◽  
Hotel Management ◽  
Customer Expectations ◽  
Customer Base ◽  
Customer Dissatisfaction

The quality of services in hotel management is crucial for the development of brand value and the growth of the customer base. Every hotel should strive not only to improve the quality of services, but also to exceed customer expectations. Such a mentality is very beneficial especially for the field of hospitality management, where competition is constantly increasing.In light of this, a research was carried out, in order to evaluate the quality of services provided within the Alpin hotel unit so that the company can acknowledge customer dissatisfaction and implement the appropriate quality strategy towards positive outcomes

scholarly journals Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals Improving Information management in resource as a service framework using gamification technique: a case study in Institut Pendidikan Guru Malaysia

2018 ◽  
Vol 7 (2.14) ◽  
pp. 70
Author(s):  
M Nordin A Rahman ◽  
WM Khairi ◽  
W Awang
Keyword(s):  
Competitive Advantage ◽  
Information Management ◽  
Teaching And Learning ◽  
Storage Management ◽  
Quality Of Services ◽  
Management Process ◽  
Different Types ◽  
Service Framework

The issue of information management is crucial for any academic institution. Convenient access to requested content is creating a competitive advantage for different types of decisions. Information management process in Institut Pendidikan Guru (IPG) often create problems because there is no systematic way of storage management. IPG lecturers stored their teaching materials in different kind of methods. This situation cause in a loss of resources, difficult to retrieve and also cannot be identified when it's needed. Dealing with large volumes of resources it is essential to use technological solutions that enable flexible storage, retrieval, processing and interpreting information. To solve the problems, this article introduced a framework that use single platform and named as Information Sharing for Learning (IS4L) for managing teaching and learning resources in IPG. The resources will be stored and can be accessed at any time. The framework also applied the technique of gamification to motivate and encourage users to use the application and consequently will increase the volume of resources stored. The developed application based on the proposed framework could help to motivate and engage peoples to share their resources and enhance quality of services in IPG. Finally it could assist to improve the performance and effectiveness of services to achieve users’ satisfaction. 

scholarly journals Penerapan Standar Operasional Prosedur Pada Klinik Utama Vincentius Kristus Raja Surabaya

2021 ◽  
Vol 13 (2) ◽  
pp. 146-155
Author(s):  
Jeanne Asteria Wawolangi ◽  
Anita Permatasari
Keyword(s):  
Research Study ◽  
Standard Operating Procedures ◽  
Quality Of Services ◽  
Public Health Services ◽  
Clinic Foundation ◽  
Health Clinics ◽  
Standard Operating ◽  
Long Time

Vincentius Kristus Raja (KR) Main Clinic aims to serve patients effectively and economically in an effort to improve the quality of public health services, especially in Surabaya. This type of research is descriptive qualitative in the form of a case study, to assess the implementation of standard operating procedures at the Vincentius Kristus Raja Main Clinic. Relevant data collection was carried out using questionnaires distributed to personnel related to standard operating procedures. The results of the research study according to the questionnaire indicate that the operational implementation is in accordance with the standard operating procedures that have been set based on the policies of the leadership and the Vincentius Kristus Raja Main Clinic Foundation. Compliance with standard operating procedures is very important because standard operating procedures are guidelines or references for carrying out tasks and work in accordance with their functions. The conclusions and suggestions from this study are that although compliance with standard operating procedures is adequate, the Vincentius Kristus Raja Main Clinic needs to develop and improve the quality of services, especially better communication with patients, both new patients and patients who have been on treatment for a long time at the Vincentius Kristus Raja Main Clinic. Considering that there are now many new health clinics that can be competitors for the Vincentius Kristus Raja Main Clinic, there must be a good response to this phenomenon. The emergence of these new competitors requires the Vincentius Kristus Raja Main Clinic to be able to be competitive in order to face the existing competition by improving the quality and quality of service for patients.

scholarly journals Consequences of Promoting Less-Populated Rural Areas to Urban Areas: A Case Study, Bushehr Province

2015 ◽  
Vol 10 (1) ◽  
pp. 91-100
Author(s):  
Ali Bastin
Keyword(s):  
Rural Areas ◽  
Urban Areas ◽  
Residential Buildings ◽  
Urban System ◽  
Population Data ◽  
Target Population ◽  
Positive Outcomes ◽  
Negative Consequences

The modified law of Iranian Administrative divisions has greatly altered the pattern of settlement in recent decades. The promotion of rural areas to urban areas has shifted from mere population standard to combined population-administrative standards. However, all censuses suggest that many rural areas reported as smaller than the minimum population standard have been promoted to urban areas. In the last two decades, this is a clearly prominent phenomenon in the urban system of Iran. This paper evaluates the effects and consequences of promoting small and sparsely populated rural areas to urban areas in the Bushehr province. The used methodology is analytic-descriptive using a questionnaire distributed among 380 members of the target population. Data analysis is conducted in physical, economic, social and urban servicing domains using one-sample T-test and the utility range. The results show that promotion of rural areas to urban areas has positive outcomes such as improved waste disposal system, improved quality of residential buildings, increased monitoring of the construction, increased income, prevented migration and improved health services. However, the results of utility range show that the negative consequences of this policy are more than its positive outcomes, which have been studied in detail.

Access Control in Federated Clouds

2013 ◽  
pp. 148-169
Author(s):  
Valentina Casola ◽  
Antonio Cuomo ◽  
Umberto Villano ◽  
Massimiliano Rak
Keyword(s):  
Access Control ◽  
Resource Sharing ◽  
Real Case ◽  
Quality Of Services ◽  
Research Topics ◽  
On Demand ◽  
Identity Federation ◽  
Open Issues

Resource sharing problem is one of the most important aspects of Cloud architectures whose primary goal is to fully enable the concept of accessing computing resources on-demand. Access control and resource federation are hot research topics and a lot of open issues should be addressed on functionalities, technological interoperability, quality of services and security of the federated infrastructures. This chapter aims at offering a view on the problems of access control on federated Clouds; since they strongly depend on chosen architectures and platforms, the chapter will discuss some solutions applied on a real case study: the PerfCloud framework, which is based on the integration of Grid and Cloud platforms. The proposed architecture is based on the adoption of an interoperability system to cope with identity federation and access control, it is strictly related to the adopted framework nevertheless it helps the reader to have an idea of the involved open issues and available solutions in commercial or experimental clouds.

Access Control in Federated Clouds

2012 ◽  
pp. 395-417 ◽  
Author(s):  
Valentina Casola ◽  
Antonio Cuomo ◽  
Umberto Villano ◽  
Massimiliano Rak
Keyword(s):  
Access Control ◽  
Resource Sharing ◽  
Real Case ◽  
Quality Of Services ◽  
Research Topics ◽  
On Demand ◽  
Identity Federation ◽  
Open Issues

Resource sharing problem is one of the most important aspects of Cloud architectures whose primary goal is to fully enable the concept of accessing computing resources on-demand. Access control and resource federation are hot research topics and a lot of open issues should be addressed on functionalities, technological interoperability, quality of services and security of the federated infrastructures. This chapter aims at offering a view on the problems of access control on federated Clouds; since they strongly depend on chosen architectures and platforms, the chapter will discuss some solutions applied on a real case study: the PerfCloud framework, which is based on the integration of Grid and Cloud platforms. The proposed architecture is based on the adoption of an interoperability system to cope with identity federation and access control, it is strictly related to the adopted framework nevertheless it helps the reader to have an idea of the involved open issues and available solutions in commercial or experimental clouds.

The Evaluation of the Service and Its Impact on Brand Value

2021 ◽  
pp. 175-195
Author(s):  
Danny C. Barbery-Montoya ◽  
Carlos Bautista-Nuques ◽  
Jeaneth P. Wiesner-Mora
Keyword(s):  
English Language ◽  
Language Teaching ◽  
English Language Teaching ◽  
Consumer Perception ◽  
Quality Of Services ◽  
Brand Value ◽  
Initial Model ◽  
High Importance ◽  
Service Companies

For service companies, one of the most difficult challenges to measure is brand value, considering the subjectivity of the service, given by consumer perception. In this way, the objective of this chapter is to know the elements that provide value to the service company's brand. To carry out the study, the authors deepen the concepts of service and brand considering the SERVQUAL and CSI questionnaires, which allow them to obtain indexes of measurement of the quality of services and brand valuation and apply them in the English language teaching institutes in Guayaquil (Ecuador). The results show that five high-importance schools have valuation elements that build their brand with characteristics that differentiate them, but also with others that resemble them. Understanding each of the brands and variables, they propose an initial model that allows analyzing this industry in which elements relevant to the consumer are observed.

Roma Never Die Alone

2017 ◽  
Vol 27 (14) ◽  
pp. 2189-2200 ◽  
Author(s):  
Tania Garcia-Espinel ◽  
Laura Aso ◽  
Gisela Redondo-Sama ◽  
Ainhoa Flecha
Keyword(s):  
Cultural Diversity ◽  
Public Institutions ◽  
Quality Of Services ◽  
Hospital Personnel ◽  
Cultural Group ◽  
Cultural Perspective ◽  
Roma People ◽  
Health Institutions

A common characteristic of Roma as a cultural group is that they do not allow their elderly to die alone. Nevertheless, rooted in a mainstream cultural perspective of health provision services, public institutions usually do not allow Roma people to be with their loved ones in their last moments. Following the communicative methodology, we conducted a communicative case study on the death of the most relevant female Roma leader in Catalonia. She was accompanied by more than two hundred family members and friends in her room and corridor at an important hospital in Barcelona. We performed our research in the 2 years following her death to obtain the reflections of the Roma members involved. These reflections revealed the egalitarian dialogue forged between these Roma members and the hospital personnel, which enabled the former to embrace their culture and support their loved ones before death. Because this dialogue was possible and fruitful, the acknowledgment of cultural diversity and the improvement of the quality of services offered to Roma might also be possible in other health institutions.

scholarly journals Academic Libraries as user-centered organizations. Case study: Quality of services provided by LBUS Library

2021 ◽  
Vol 342 ◽  
pp. 09002
Author(s):  
Elena Mărginean ◽  
Claudiu Vasile Kifor
Keyword(s):  
Quality Of Services ◽  
Library Services ◽  
Services Research ◽  
Individual Level ◽  
Digital Era ◽  
Digital Services ◽  
To Come ◽  
Almost All

Ever-growing digital services determine libraries to update almost all of their activities. Traditional library services must be transformed into electronic libraries, and library specialists must always be prepared for advanced digital services to come. Thus, libraries in the digital era must offer digital deposit services, digitisation services, research data management, metadata creation, digital cataloguing and conserving, and counselling in what regards digital copyrights, informational alphabetising. In this article, the emphasis falls on the necessity of developing and transforming libraries, bringing awareness to their role and their importance for society and at an individual level.

scholarly journals Determinants of the Governance Performance of Producer Organizations: Case Study of Village Cotton Producers Cooperatives in Benin

2021 ◽  
pp. 224-235
Author(s):  
Ammadou Soule Alassane Manne ◽  
Ismail Moumouni ◽  
Guy Nouatin ◽  
Honorat Edja ◽  
Simplice Vodouhe
Keyword(s):  
Good Governance ◽  
Primary Data ◽  
Quality Of Services ◽  
Internal Governance ◽  
Low Profile ◽  
Collection Period ◽  
Main Factors ◽  
Group Profile

Aims: This article aims to analyze the main factors that influence the performance of the governance of Producers' Organizations in the context of the Uniform Act of OHADA devoted to the Law on cooperative societies. Study Design: The case study is based on Village Cotton Producers Cooperatives (CVPCs). Governance performance of CVPCs referred to and has been measured through respectively quality of internal governance (administrative) and quality of services provided to members. Place and Duration of Study: The study has been carried out in the Department of Alibori, northern Benin Republic. Data collection period run from July to October 2019. Methodology: We included 242 CVPCs selected in the six municipalities in the Department of Alibori. Primary data relating to socio-economic characteristics (the size of the CVPC, the age, the proportion of women in group, profile of leaders), and governance parameters related to internal governance and the quality of services provided to members. Results: The results revealed that internal governance is generally poor and the quality of services provided to members is good. The proportion of women and the profile of leaders determine (bad) internal governance compared to good governance. The low profile of the leaders, the small size and the low proportion of women determine the quality of the services provided to members. The more the profile of leaders improves, the more likely it is to have good governance. On the other hand, the more the proportion of women in CVPCs increases, the more there is a chance of having bad internal governance rather than good governance. Conclusion: These results suggest that the lower or medium the profile of leaders, the poorer or average internal governance and services provided to members will be. A better combination of all these determinants will improve both the quality of internal governance and the services provided to members in a CVPC.

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