scholarly journals A New Model for Defining the Criteria of Service Quality in Rail Transport: The Full Consistency Method Based on a Rough Power Heronian Aggregator

Symmetry ◽  
2019 ◽  
Vol 11 (8) ◽  
pp. 992 ◽  
Author(s):  
Đorđević ◽  
Stojić ◽  
Stević ◽  
Pamučar ◽  
Vulević ◽  
...  
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Rail Transport ◽  
Passenger Transport ◽  
Main Category ◽  
Persons With Disabilities ◽  
New Model ◽  
Customer Care ◽  
Consistency Method

The European standard on transport logistics and services in public passenger transport EN 13816 is based on a relationship between the perception of users and transport carriers throughout the groups of criteria taken as a basis for observation in this paper. The constant development and improvement of services in order to achieve sustainability of passenger transport is an imperative on the one hand and a challenge on the other. This is highly evident in persons with disabilities who are faced with many physical and social barriers related to access to rail transport. In this paper, a new model for the selection of criteria for the quality of passenger service in rail transport, from the perspective of persons with disabilities as the main category of passengers, has been created. The survey has covered 168 criteria classified in several groups and the entire territory of Serbia. In order to select the most important criteria, a new model that implies the integration of Full Consistency Method and a Rough Power Heronian aggregator has been developed. The development of a new aggregator enables more accurate decision-making in the process of group decision-making. The results obtained in this paper show that the most important criteria according to importance are Accessibility, Availability, Security, Time, Customer care, Information, Comfort, Environmental impact. Based on the criteria obtained for the service quality of rail transport for persons with disabilities, railway carriers will be able to change and improve the existing services, content, characteristics, equipment of railway stations and vehicles.

THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)

1999 ◽  
Vol 5 (1-2) ◽  
pp. 145-160
Author(s):  
Ivanka Avelini Holjevac ◽  
Ana Marija Vrtodušić
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Systems ◽  
Business Success ◽  
Quality Management Systems ◽  
Customer Care ◽  
Hotel Performance ◽  
Effectiveness And Efficiency

Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.

IoT for Hospitality Industry

2020 ◽  
pp. 1388-1408
Author(s):  
Asim Sinan Yuksel ◽  
Ibrahim Arda Cankaya ◽  
Sadi Fuat Cankaya
Keyword(s):  
Decision Making ◽  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Hospitality Industry ◽  
New Technologies ◽  
Cost Effective ◽  
Environmental Benefits ◽  
Decision Making Processes

Creating and updating meal tags, printing them on small-sized papers raise the costs, cause workload and affect the service quality negatively at the hotels with all-you-can-eat buffet system. Over the last few years, we have seen that many hotels started to make use of tablets to improve the service quality, decrease the costs, provide customers ability to order foods, make reservations, manage their rooms, etc. Going paperless and including more features by adopting new technologies increase the quality of service, help customer's and staff's decision-making processes more effective, improve customer and service personnel experience. In this chapter, authors designed and developed a flexible, cost effective, easy-to-use, customer-friendly and staff oriented paperless buffet management system for the restaurants that have all-you-can-eat buffet. Through this system, they aimed to achieve enhanced customer service, increased efficiency and customer satisfaction; save time, paper and printing costs; provide environmental benefits and efficient buffet management.

scholarly journals Service quality of the urban public transport companies and sustainable city logistics

2020 ◽  
Vol 10 (1) ◽  
pp. 86-97 ◽  
Author(s):  
Jan Chocholac ◽  
Dana Sommerauerova ◽  
Jaroslava Hyrslova ◽  
Tomas Kucera ◽  
Roman Hruska ◽  
...  
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Age Groups ◽  
City Logistics ◽  
Quality Factors ◽  
Primary Research ◽  
Sustainable City ◽  
Customer Care ◽  
Urban Public Transport

AbstractThe issue of sustainable city logistics has steadily been developed over the last decades. Urban public transport companies can make a significant contribution to the concept of sustainable city logistics. The customers’ perception and satisfaction regarding urban public transport companies can be associated with the increased use of their services. The preference for urban public transport reduces the use of individual car transport, which is linked to the environmental pillar of sustainability. For the customers, the level of the provided service is very important. The article is focused on the evaluation of the outcomes from the primary research concerning the service quality performed by the urban public transport companies in the Hradec-Pardubice residential agglomeration. The goal lies in identifying gaps in service quality. The method used in this article is representative primary research. The primary research was carried out in the form of structured personal interviews with a representative sample of respondents. Selected statistical methods were used to evaluate the data. The results are discussed in the context of published research studies. Research in this article found that respondents are more satisfied with the quality of services performed by the urban public transport companies, but the perception of individual service quality factors varies from one user group to another. The research also confirms a different perceptions regarding customer care and comfort by different age groups of respondents. The article implies that public transport companies should pay attention to setting fare prices for different groups of passengers.

scholarly journals STRATEGI PENGAMBILAN KEPUTUSAN DALAM PEMECAHAN MASALAH (STUDI KASUS PADA BANK XYZ CABANG TAJUR HALANG CIANJUR JAWA BARAT)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Mukhtadi Mukhtadi ◽  
Mohammad Rizki
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Banking Sector ◽  
Private Bank ◽  
West Java ◽  
Business World ◽  
Diagram Method ◽  
Quality Dimension ◽  
Fishbone Diagram

<p>Competition in the business world is increasingly tight. This is also felt by businessman in the banking sector who are required to have a better quality of service so as to satisfy customers satisfaction. Bank XYZ is a private bank with branch offices in Tajurhalang Cianjur, West Java. This research aims to analyze Service Quality Bank XYZ Branch of Tajurhalang Cianjur, West Java, with Service Quality dimension, Tangible, Emphaty, Realibility, Responsiveness, Assurance, Layout using the Fishbone Diagram method. By using the fishbone diagram we will know the problems being faced based on the analysis. then will be made a decision making based on the group</p>

scholarly journals RANKING SERVICE QUALITY USING MULTI-CRITERIA DECISION-MAKING METHODS: EXAMPLE OF ERZURUM PROVINCE

2021 ◽  
Vol 9 (3-4) ◽  
pp. 1-12
Author(s):  
Çağlar Karamaşa
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Criteria ◽  
Multi Criteria Decision Making ◽  
Quality Factors ◽  
Customer Expectations ◽  
Tourism Sector ◽  
Front Office ◽  
Method Show

In the tourism sector, where competition conditions are getting stiffer, some of the essential factors to hotels stay operational include the need to achieve a sustainable structure and meet the needs and expectations of customers. One of the ways to ensure that the customer expectations and needs are met at the desired level is through service quality factors which are considered to increase customer satisfaction.This study aims to establish the service quality criteria in three-star hotels in Erzurum and to rank the importance levels of the determined criteria. The MAUT method was used to weight the determined criteria. The results of the MAUT method show that the “Quality of Housekeeping” was the most important service quality criteria in three-star hotels. This was followed by "Front Office Service Quality", "Cleanliness", "Reliability", "Restaurant Service Quality" and "Service and Process Flexibility" respectively. The criteria considered as the least important include "Courtesy and Respect Level" and "Price Availability".

Comparative analysis of the structure of passenger transportation in Russia

2021 ◽  
Vol 2 (4) ◽  
pp. 403-410
Author(s):  
A. V. Sugorovsky ◽  
E. V. Voronina ◽  
E. R. Karpova ◽  
A. A. Podverbnykh
Keyword(s):  
Public Transport ◽  
High Speed ◽  
State Intervention ◽  
Rail Transport ◽  
Air Transport ◽  
Passenger Transport ◽  
Sharp Decline ◽  
Passenger Transportation ◽  
Inland Water Transport

Passenger transport of the country has a significant impact on the level of its economic development, providing the connection of the population with objects of industrial, social, cultural and household purposes.In Russia, intercity passenger transportation by public transport is mainly represented by bus, rail, aviation (aircraft) and water (domestic). The article analyzes the dynamics of passenger transportation and passenger turnover of public transport for the period from 2015 to 2020, presents a calculation of the number of flights performed by bus, rail, air (aircraft) and water (domestic) transport, identifies the reasons for the lack of development of passenger transportation and suggests solutions.It is established that inland water transport is currently undergoing decline and state intervention is necessary for their development. Also, during the period under review, there is a decrease in the popularity of buses and a preference for private transport to public, it is necessary to improve the quality of transportation. The indicators of air and rail transport have positive dynamics, but they also require growth. The development of air transport in Russia can be carried out by the introduction of new services, for example, air taxi, rail-transport in the field of urban and suburban communications, the construction of new high - speed highways. In 2020, due to the announcement of restrictions on movement and quarantine measures, there is a sharp decline in indicators for all types of transport.The materials can be used to analyze and improve the work of the country's passenger complex.

Research of simple medical service quality index system: Based on decision-making model

2021 ◽  
Author(s):  
Yingying Zang ◽  
Peng Li ◽  
Taotao Lv ◽  
Jingyun Yuan ◽  
Zhaoyang Wang ◽  
...  
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Medical Records ◽  
National Health System ◽  
Pairwise Comparison ◽  
Evaluation Framework ◽  
Pairwise Comparison Matrix ◽  
Number Of Patients ◽  
Decision Making Model

Abstract BackgroundThere are many private Chinese Medicine(CM) clinics in Europe, America and other countries to choose from, but for physicians and patients, the quality of the clinic's services is difficult to determine. Physicians provide access to CM therapies due to the increasing number of patients receiving treatment within the National Health System (NHS). However, it has become a challenge for both physicians and patients to determine the competence of those who provide CM therapies. Therefore, it is necessary to develop a simple and applicable evaluation list for assessing alternative providers.AimThrough the consensus of experts, a rapid decision-making scale for the quality of CM clinics is developed for use by physicians or patients.MethodsDonabedian evaluation framework was used to design the consultation questionnaire. The indicators were designed based on the evaluation ratings of CM and the opinions of acupuncture experts in China and overseas. Delphi Method was used to seek the opinions anonymously. A pairwise comparison matrix was constructed after two rounds of expert consultation, and the weight of each indicator was calculated.ResultsThe top three weightings in the secondary indicators were the doctor-patient relationship, the number of dominant diseases, and medical records. Besides, the three highest weightings in the technical level included the number of technical projects conducted in clinics, the number of dominant diseases, and the degree of perfection of medical records. The highest weighted items in the treatment ability included the treatment effect of general diseases and the efficiency of disease treatment and treatment of general diseases. In service quality, the incidence of hospital infection and adverse events were the highest weighted items.ConclusionIt is possible to focus on the choice of therapy providers for internists and patients based on the weightings of each entry. Technical skills, competence, and quality of service are the key factors to consider when choosing an therapy provider based on specific points in each item.

scholarly journals Large Group Decision-Making Approach Based on Stochastic MULTIMOORA: An Application of Doctor Evaluation in Healthcare Service

Complexity ◽  
2018 ◽  
Vol 2018 ◽  
pp. 1-13 ◽  
Author(s):  
Yuxuan Gao ◽  
Yueping Du ◽  
Haiming Liang ◽  
Bingzhen Sun
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Index System ◽  
Healthcare Service ◽  
Two Dimensions ◽  
Healthcare Management ◽  
Decision Makers ◽  
New Method ◽  
Large Group

Purpose.This paper presents a new method and model based on stochastic MULTIMOORA method and discuss its application to the doctor evaluation in healthcare service.Design/Methodology/Approach. In the previous studies, the number of decision group is often assumed to be small, and the different dimensions of the evaluation indexes were also less. In this paper, the authors study how to evaluate the healthcare service quality of doctors by the large group. Based on the stochastic MULTIMOORA theory, the authors use the method that builds the function of the net probability, the distance between the ideal solutions, and the utility of each doctor.Findings.This paper presents a novel model to determine the optimal doctor that considers both two dimensions in the index system and balances the evaluation results of the two dimensions. The authors designed the questionnaire and conducted field survey to make the proposed method closer to the actual situation in China. Then, they determined the optimal evaluation result for the healthcare service quality of doctors.Research Limitations/Implications.In the process of practical decision-making, there are differences in intellectual literacy level, regional background, and language preference between different decision-makers. it is impossible for the method we proposed to consider the differentiation index system of decision-makers’ preference comprehensively. And this will be a further research direction.Practical Implications.The authors proposed two evaluation index dimensions and tryed to balance the evaluation results of the two dimensions as much as possible. Meanwhile, the information aggregation method based on stochastic MULTIMOORA is distinguished.Social Implications.The proposed method can be applied to the evaluation of doctors in actual healthcare service. It is helpful to improve the healthcare service quality and the hospital management level, further improve the core competition of hospitalsOriginality/Value.This paper makes up for the lack of existing studies of the large group evaluation decision in the healthcare service. A new method on the evaluation of doctors by the large group is established and applied to a healthcare management decision-making problem with Chinese characteristics in reality.

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