scholarly journals Predictors of Quality Leadership and Quality of Health Services in Hospital

2020 ◽  
Vol 6 (1) ◽  
pp. 50
Author(s):  
Komala Sari ◽  
Mitra Mitra ◽  
Jasrida Yunita ◽  
Budi Hartono ◽  
Dedi Afandi
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Workers ◽  
Services Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Data ◽  
Equation Modeling ◽  
Quality Of Health Services

Law Republic Indonesia Number 44 of 2009 on Hospitals states health care institutions must improve higher quality and affordable services to highest health level. Quality leadership is continuous work method and process improve service quality, competitiveness and productivity. Health services quality is reference to the ideal level of health services. Hospitals health services quality will be good if the leadership carried out properly. In general hospital there was an absence Performance Report, disintegration and not sinergy between stakeholders in terms of health services quality. There was nothing of a Minimum Services Standards measurement, has not implemented a customer satisfaction based service pattern, service quality has not met national standards, which indicates that service quality is not optimum. Quality control activities not yet implemented, Standard Operational Procedure was also not optimal. Research objective was to know the effect of quality leadership on the quality of health services. Quantitative research type with analytic cross-sectional design. The study conducted in July 2017 in the Outpatient Installation. The population were all medical personnel and health workers with a sample of 100 people. Techniques for collected data using a questionnaire. The variables in this study were exogenous variables of quality leadership and endogenous variables of health services quality. Data analysis used Structural Equation Modeling - Partial Least Square. The results of the study obtained Values, Vision, Inspiration, Innovative, Systems View, Empowering, Customer Focus, were predictors of quality leadership. Professional standards, service standards, codes of ethics and standard operating procedures were predictors of health services quality. The value of T-Statistic 0.669 with a statistical value of 1.96 there was no significant effect of quality leadership on the health services quality.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation

PLoS ONE ◽  
2020 ◽  
Vol 15 (12) ◽  
pp. e0244609
Author(s):  
Bikram Biswas ◽  
Sajib Kumar Roy
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Citizen Participation ◽  
Moderating Effect ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Intention To Use ◽  
Is Success

This paper examines the service quality, satisfaction and intention to use Union Digital Center (UDC) in Bangladesh: The moderating effect of citizen participation. The study intends to measure the quality of service on the basis of satisfaction by adopting citizen participation as a moderator. Theoretically this study has used DeLone & McLean Information Systems (D&M IS) Success Model. The existing studies of Bangladesh are mostly qualitative and the correlation between the quality of service, satisfaction, and desire for using UDC has not verified. This research has adopted the D&M IS model while measuring and verifying the service quality based on satisfaction and use intention. A structured questionnaire method was used and data collected from 499 respondents from 10 UDC of 10 upazila under 8 divisions in Bangladesh. Partial Least Square (PLS), a statistical method that emerged on the basis of Structure Equation Modeling (SEM), technique has been used while analyzing the data. The result of this study has showed the quality (p<0.05) of information, system and service of UDC affects citizen satisfaction effectively where the moderator of citizen participation is also significant. This paper has constructed on the basis of a model and empirical data to verify the moderating effects of citizen participation. To ensure the improvement of service quality of UDC all of the dimensions related to the quality of service should be modified, develop the administrative system and citizen should be encouraging to participate in all aspects of services.

Quarantine Hotels: Integration between Hospitality and Healthcare Services to Promote Health Behavior and Quality of Life

2021 ◽  
Vol 45 (6) ◽  
pp. 1059-1078
Author(s):  
Ahmed Abdulaziz Alshiha
Keyword(s):  
Quality Of Life ◽  
Saudi Arabia ◽  
Health Behavior ◽  
Service Quality ◽  
Medical Service ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Positive Effect

Objectives: COVID-19 has spread globally and infected millions of people, thereby restricting their movement. Quarantine hotels play an important role in protecting people from COVID-19 and contribute to a better quality of life. The objective of this study was to examine the role of quarantine hotels in providing improved quality of life through both medical and hospitality services under one roof to address the COVID-19 situation in Saudi Arabia. Methods: This study used a quantitative, cross-sectional research design. Data were collected from quarantine hotels in Saudi Arabia using a survey, and analyzed through Partial Least Square (PLS)-Structural Equation Modeling (SEM). Results: Medical service quality, financial savings and convenience had a positive effect on people's attitudes and intention to use quarantine hotels. Similarly, attitude, intention, and hospitality products had a positive effect on health behavior, which favorably affected quality of life. Conclusions: Medical service quality, financial savings, and convenience, as well as hospitality provided by quarantine hotels, have a positive role in promoting health behavior and quality of life.

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

2019 ◽  
Vol 11 (1) ◽  
pp. 49
Author(s):  
Fransisca Debora ◽  
Hernadewita Hernadewita
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
The Government ◽  
Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

scholarly journals MODEL PERSAMAAN STRUKTURAL TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN JALAN TOL BALI MANDARA

2015 ◽  
Vol 4 (4) ◽  
pp. 169
Author(s):  
I PUTU AGUS WIDHIANTARA ◽  
I KOMANG GDE SUKARSA ◽  
I PUTU EKA N. KENCANA
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Satisfaction Level ◽  
The Public ◽  
Dominant Influence

The aim of this research is to determine public satisfaction level for the quality of Bali Mandara Highway service and to determine the dominant variable influencing public satisfaction level. This research implemented by using Structural Equation Modeling Partial Least Square (SEM-PLS) and Servqual model. This research was conducted in Badung Regency in the period of March to June 2015. Data were collected by using questionnaires that were distributed directly to 150 users of respondents. The result shows that the public haven’t been satisfied with service quality provided by Jasamarga. Meanwhile the empathy, responsiveness and tangible are significantly influencing public satisfaction level to Bali Mandara Highway service quality. We also showed that empathy provide a dominant influence to public satisfaction level.

scholarly journals Faktor – Faktor Yang Mempengaruhi Prestasi Belajar Mahasiswa Politeknik Negeri Samarinda Dan Implikasi Terhadap Waktu Tunggu Kerja Di Industri

2020 ◽  
Vol 1 (1) ◽  
pp. 34
Author(s):  
Tandi Kadang ◽  
Muhtar Sehe ◽  
Nita Harnitalia
Keyword(s):  
Service Quality ◽  
Waiting Time ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Quality Teaching ◽  
Significant Positive Effect ◽  
Learning Achievement ◽  
Positive Effect

This Research aim was to analyze how much the influence of the Lecturer Quality, Teaching Facilities, Service Quality and Learning Achievement on Waiting Time. The independent variables in the study were Lecturer Quality, Teaching Facilities, and Service Quality, while Learning Achievement as Intervening variable and Waiting Time as the dependent variable. This research used 85 respondents and it was conducted at Samarinda State Polytechnic. This study used SEM (Structural Equation Modeling) analysis tools with the help of PLS (Partial Least Square) software version 3.20 and SPSS version 24.The results of this study stated that the quality of lecturers had a significant positive effect on Learning Achievement, then teaching facilities had a significant positive effect on learning achievement,then the quality of service had a significant positive effect on learning achievement, then the quality of lecturers had a significant positive effect on Working Waiting Time, then Teaching Facilities had no significant positive effect on Working Waiting Time, then Service Quality was not a significant positive effect on Working Waiting Time, then Learning Achievement had a significant positive effect on Work Waiting Time.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA KASMDI KBS

BISMA ◽  
2018 ◽  
Vol 11 (3) ◽  
pp. 283
Author(s):  
Galih Arief Prakosa ◽  
Udisubakti Ciptomulyono ◽  
Fuad Achmadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
User Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Path Coefficient ◽  
Human Right

Abstract: The availability of consumable water is a basic human right. The State Water Supply Company (PDAM) Surya Sembada is the only government institution in charge in providing and managing drinking water facilities and infrastructure in Surabaya. PDAM Surya Sembada provides free fountain drinking (KASM) as their Corporate Social Responsibility (CSR) program that located in various strategic public places in the city including in Surabaya Zoo (KBS). However, there has never been any analysis on the product and service quality of the KASM in KBS. Therefore, the objective of this study is to analyze the effect of product and service quality of the KASM in KBS on user satisfaction and loyalty using Structural Equation Modeling (SEM) with Partial Least Square (PLS) analysis. Results of path coefficient analysis show that product quality affects user satisfaction, but it has no effect on user loyalty. Service quality affects user satisfaction and loyalty. User satisfaction affects user loyalty. It can be concluded that user satisfaction is affected by product and service quality, while user loyalty is affected by service quality and user satisfaction. Keywords: KASM, Product Quality, Service Quality, User Satisfaction, User Loyalty.

scholarly journals Analisis Kepuasan Pelanggan Atas Kualitas Produk dan Pelayanan Dengan Metode SEM-PLS

2018 ◽  
Vol 2 (2) ◽  
pp. 8-16
Author(s):  
Besse Arnawisuda Ningsi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Service ◽  
Production Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Strongly Agree

This study aims to analyze what factors can affect customer satisfaction and to estimate customer satisfaction models for Bleached Cotton products. Respondents in this study were Bleached Cotton customers. The variables used consist of customer satisfaction variables (Y) as dependent variables and independent variables namely product quality (X1) and service quality (X2) with each variable will be measured by the indicator. The sample in the study was taken as simple as 33 people. The instrument used in this study as a means of collecting virgin using questionnaires / questionnaires. This questionnaire is used to measure the customer satisfaction index. Statements are prepared using a Likert scale with five respondents' answers to customer satisfaction, namely: Strongly Agree (SS), Agree (S), Doubt (RR), Disagree (TS) and Strongly Disagree (STS). The data analysis technique used is Partial Least Square-Strutural Equation Modeling (PLS-SEM) which is used to predict and develop theories. Based on the results of the analysis, it was found that product quality has an effect on customer satisfaction, which means that not all customers will feel satisfied if only with the quality of the product, but there must be other factors. In this study the most positive indicators of production quality so that customer satisfaction can be achieved are performance indicators. While indicators that are less influential on the quality of production causing customer satisfaction to be achieved are indicators of design. Service quality has an effect on customer satisfaction, which means that the higher and better the quality of service provided, it can ensure customer satisfaction can be achieved. The first positive most influential indicator of service quality so that customer satisfaction can be achieved is the assurance indicator. And indicators that are less influential on the quality of production so that customer satisfaction is not achieved is an indicator of empathy. Product quality and customer service can simultaneously influence customer satisfaction so that if these two variables are prioritized, customer satisfaction will be achieved more optimally. Product quality and customer service are measured using indicators of design, performance, conformance, tangiable, emphaty, responsiveness, reliability, assurance are factors that influence customer satisfaction because when viewed from the output obtained.

scholarly journals THE ROLES OF SUPPORTIVE MANAGEMENT AND EMPLOYEES’ COMMITMENT TO SERVICE QUALITY TOWARDS SERVICE RECOVERY PERFORMANCE AMONG HOTEL EMPLOYEES IN MALAYSIA

2020 ◽  
Vol 5 (18) ◽  
pp. 78-87
Author(s):  
Nuraina Nadiah Rosli ◽  
Siti Rohaida Mohamed Zainal
Keyword(s):  
Service Quality ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Hotel Employees ◽  
Service Recovery Performance ◽  
Hotel Sector ◽  
Recovery Performance ◽  
Supportive Management

Service recovery performance is highly significant in the hotel sector as it ensures customers’ satisfaction and loyalty. Long and inconsistent working hours and schedules, along with strenuous tasks, are the norm for jobs in the hotel sector and these challenging traits can greatly effect the job performance of hotel employees. Hence it is fundamental to identify the factors affecting their performance of service recovery. In developed countries, a large number of studies have been reported on service recovery performance. However, only a small number of such studies have been undertaken in developing countries. In addition, the number of studies on the effects of supportive management and employees’ commitment to service quality in influencing their service recovery performance is also limited. Hence, the purpose of the current study is to investigate the effects of supportive management and employees’ commitment to service quality towards service recovery performance, amongst 3-star hotels situated in the northern region of Peninsular Malaysia. The data was collected from a total of 104 hotel employees and analysed using the structural equation modeling-partial least square (SEM-PLS) approach. The outcomes unveiled that supportive management and employees’ commitment to service quality has a significant, positive effect on service recovery performance. In conclusion, the outcomes lead to the hotel sector and the existing body of knowledge by verifying the relevance of equity theory in service recovery performance in the hotel sector framework.

scholarly journals PERSEPSI MAHASISWA ATAS KUALITAS PELAYANAN LABORATORIUM BANK MINI STIE KESATUAN DAN IMPLIKASINYA TERHADAP KEPUASAN MAHASISWA

2018 ◽  
Vol 2 (1) ◽  
pp. 13 ◽  
Author(s):  
Muhammad Ariffin ◽  
Suharmiati Suharmiati ◽  
Andi Yudha Amwilla
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Least Square Method ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Physical Evidence ◽  
Partial Least Square Method

The Purpose of  this research is to measure the influence of the service quality of Laboratorium Bank Mini on student’s satisfaction. This research was conducted in STIE Kesatuan Bogor with 100 respondents. Data were analyzed using partial least square method. The results showed that the Physical Evidence, Reliability, Responsiveness, Assurance and Empathy has a significant and positive influence on the student satisfaction of Laboratorium Bank Mini STIE Kesatuan.   Keywords: Service Quality, Student Satisfaction, Laboratorium Bank Mini.

Sign in / Sign up

Export Citation Format

Share Document