scholarly journals Developing a Service Quality Framework for a Special Type of Course

2019 ◽  
Vol 27 (1) ◽  
pp. 66-86 ◽  
Author(s):  
Vivien Surman ◽  
Zsuzsanna Eszter Tóth
Keyword(s):  
Service Quality ◽  
Quality Measurement ◽  
Course Evaluation ◽  
Traditional Course ◽  
Long Time ◽  
Quality Framework ◽  
Improvement Programs ◽  
Measurement And Evaluation ◽  
Special Circumstances ◽  
Quality Improvement Programs

This paper addresses the issue of service quality measurement and evaluation in higher education and stresses the need to develop sound measures for special types of courses. During these courses students carry out project works under special circumstances and with special characteristics compared to "ordinary" courses where traditional course evaluation methods have been applied for a long time. The primary aim of the paper is to support the need to develop valid, reliable and replicable measures of service quality in case of these courses. Therefore, a questionnaire was designed for these courses to collect students' perceptions. The results are reported by using an importance-performance analysis supplemented by the draw of statistical conclusions. The presented methodology allows the identification of importance-performance gaps and supports the assessment of quality improvement programs.

A Research on Tourism Service Quality Based on Information System

2012 ◽  
Vol 430-432 ◽  
pp. 2075-2078
Keyword(s):  
Information System ◽  
Service Quality ◽  
Information Science ◽  
Quality Measurement ◽  
Tourism Service ◽  
Measurement And Evaluation

Removed due to plagiarism Original has been published in Min Wei (2011) A Research on Tourism Service Quality: Measurement and Evaluation. Communications in Computer and Information Science, 2011, Volume 215, 298-304, DOI: 10.1007/978-3-642-23324-1_48.

Listening to the voice of students, developing a service quality measuring and evaluating framework for a special course

2019 ◽  
Vol 11 (4) ◽  
pp. 455-472
Author(s):  
Zsuzsanna Eszter Tóth ◽  
Vivien Surman
Keyword(s):  
Service Quality ◽  
Evaluation System ◽  
Course Evaluation ◽  
Project Work ◽  
Content Type ◽  
Managerial Decisions ◽  
First Results ◽  
And Performance ◽  
Measurement And Evaluation ◽  
The Voice

Purpose The purpose of this paper is to propose a service quality measuring and evaluating framework for courses that are not part of the regular end-of-semester course evaluation system because of their special characteristics. The results of an academic year-long application are also to be demonstrated. Design/methodology/approach Based on the SERVQUAL methodology and specific models proposed in the literature, altogether 26 statements related to project works were formulated, in case of which, students rated both the importance and performance addressed in each statement on a seven-point Likert scale. With an average 68 per cent response rate and more than 500 filled out questionnaires, importance-performance analyses complemented with statistical analysis were executed to investigate whether there are any differences between the different levels of project work courses, programmes, levels of studies and sub-departments. These results were then followed by focus group interviews by further addressing the importance issues. Findings Based on the joint conclusions drawn from the statistical analyses and extracted from focus groups, those statements were highlighted that can be considered as dealing with critical to quality issues. The results have been utilized to adjust the questionnaire according to the “voice of students”. Research limitations/implications A complex approach is adopted to measure and evaluate service quality on a course level in the form of a post-course questionnaire. The first results lay the foundation for managerial decisions related to project work courses and supervising processes according to the plan–do–check–act philosophy. Originality/value During project works, students can master the necessary professional knowledge and those inevitable soft skills that are needed to be successful in the labour market. Therefore, the measurement and evaluation of project work courses may provide new information on course-level service quality and may be linked to total student experience results.

Models of Care Delivery and Quality Measurement

2019 ◽  
pp. 19-33
Author(s):  
Katherine Lee ◽  
Zara Cooper
Keyword(s):  
Palliative Care ◽  
Quality Improvement ◽  
Care Delivery ◽  
Quality Measurement ◽  
Models Of Care ◽  
Integrative Model ◽  
Surgical Patients ◽  
Improvement Program ◽  
Improvement Programs ◽  
Quality Improvement Programs

Two main models of care delivery have emerged for palliative care delivery to surgical patients: the consultative model, which relies on triggers for palliative care consultations, and the integrative model, which delivers palliative care alongside standard treatments. While both these models have shown success among nonsurgical populations, only a few studies have examined their utilization among surgical patients. Even though these models provide palliative care delivery to patients, indicators of quality are also necessary to ensure that palliative delivery improves quality of care. However, the most relevant and important indicators of quality for surgical palliative care remain undefined. Presently, there is no national surgical quality improvement program for palliative care, hindering attempts to measure quality and improve performance. However, the surgical specialties can adapt and learn from related specialties, such as critical care, geriatrics, oncology, and palliative and hospice medicine, to develop quality indicators for surgical palliative care. Capitalizing on existing quality structures, such as the American College of Surgeons quality improvement programs, can also help ensure integration of quality improvement efforts into standard practice.

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

Addressing Communication Breakdowns during Emergency Care Transitions of Older Adults: Evaluation of a Standardized Inter-Facility Health Care Communication Form

2021 ◽  
pp. 1-11
Author(s):  
Patrick McLane ◽  
Kaitlyn Tate ◽  
R. Colin Reid ◽  
Brian H. Rowe ◽  
Carole Estabrooks ◽  
...  
Keyword(s):  
Older Persons ◽  
Chart Review ◽  
Care Transitions ◽  
Unintended Consequences ◽  
Term Care ◽  
Usual Practice ◽  
Improvement Programs ◽  
Quality Improvement Programs ◽  
Communication Breakdowns

Abstract Transitions for older persons from long-term care (LTC) to the emergency department (ED) and back, can result in adverse events. Effective communication among care settings is required to ensure continuity of care. We implemented a standardized form for improving consistency of documentation during LTC to ED transitions of residents 65 years of age or older, via emergency medical services (EMS), and back. Data on form use and form completion were collected through chart review. Practitioners’ perspectives were collected using surveys. The form was used in 90/244 (37%) LTC to ED transitions, with large variation in data element completion. EMS and ED reported improved identification of resident information. LTC personnel preferred usual practice to the new form and twice reported prioritizing form completion before calling 911. To minimize risk of harmful unintended consequences, communication forms should be implemented as part of broader quality improvement programs, rather than as stand-alone interventions.

scholarly journals Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities

2017 ◽  
Vol 8 (4) ◽  
pp. 18 ◽  
Author(s):  
Stephen Banahene ◽  
Eric Ahudey ◽  
Abigail Asamoah
Keyword(s):  
Service Quality ◽  
Methodological Approach ◽  
Private Universities ◽  
Quality Measurement ◽  
Difference Scores ◽  
Quality Perception ◽  
Graphical View ◽  
Graphical Technique ◽  
The Difference ◽  
Quality Decision

The purpose of this research is to use an adapted SERVQUAL method to measure service quality in Ghanaian Private Universities. The study use graphical technique for data presentation.The methodological approach follows the traditional SERVQUAL method of service quality perception and expectation as well as the difference scores determination. This approach is intended to improve SERVQUAL method analysis to achieve quality decision making based on graphical view of different relationships among the concepts used in the method. The study is on 321 students’ perception and expectations of five different Private Universities in Ghana.The study finds that students’ perception on Private Universities’ performance predict their loyalty better than the expectations. Managerial action can be better taken on service quality variables when the difference scores are used as percentage on perception. However, different service quality measurement methods such as SERVPERF and HEdPERF should be used and compared the results with this modified SERVQUAL method in Ghanaian Private Universities.This research finding has the strength to equip marketing professionals and researchers to increase SERVQUAL method adoption among different academic institutions.The value in this study is found in highlighting the importance of difference scores and the graphical demonstration of relationships among service quality perception and expectation as well as loyalty constructs in Ghanaian Private Universities.

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