SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Pengaruh Dinamika Lingkungan Terhadap Daya Saing Perusahaan

2013 ◽  
Vol 9 (3) ◽  
pp. 282
Author(s):  
Helman Fachri
Keyword(s):  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
District Health ◽  
Health Clinics ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

This study was to analyze the user's satisfaction JAMKESMAS in UPTD District Health Clinics of North Pontianak. particularly the dimensions of service quality that is composed of variable reliability, responsiveness, assurance, empathy, and tangibles. The study used survey methods, data collection techniques, namely: observation, interviews, and questionnaires. Samples used as many as 100 people by using purposive sampling. Data were analyzed using the Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service UPTD District Health Clinics of North Pontianak with an average satisfaction level of 4.29 and the value of the  average rate of interest of 4.21 dimension of service quality the most satisfying user JAMKESMAS is the dimension of certainty guarantees, and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Level of Quality of Option B+PMTCT Service Provision in Public Health Facilities in Mekelle Zone, Northern Ethiopia: Cross-sectional study

2020 ◽  
Author(s):  
Kiros Fenta Ajemu ◽  
Alem Desta
Keyword(s):  
Quality Of Care ◽  
Service Quality ◽  
Service Provision ◽  
Cross Sectional Study ◽  
Northern Ethiopia ◽  
Pmtct Service ◽  
Sectional Study ◽  
Cross Sectional ◽  
Output Quality

Abstract Background: Substantial improvements have been observed in the coverage and access to maternal health services in Ethiopia. However, quality of care has been lagging behind. Therefore, the aim of this study was to assess quality of Option B+ PMTCT service provision. Methods: Facility based cross sectional study was conducted from February to April 2016 in Northern Ethiopia. The quality of service delivery was assessed in 12 health facilities based on Donabedian input-process-output quality components. It employed mixed method approach involving both quantitative and qualitative data. Facilities were categorized rendering good input service quality if scored 100 % as per national guideline; whilst, 90 % and more for process and output quality components respectively. The emerged themes of factors for good and bad service quality from content analysis were then thematically fitted to donabedian themes. Results: Overall 2 of 12 (16.7%) facilities fulfilled all the three quality components according to predetermined judgment criteria. The input quality was better than their counterpart; in which it was judged as good in 33.3% of facilities. Besides, one fourth of them were realized process and output quality. We identified multiple barriers and facilitators for good and bad service quality in respective quality components influencing quality of care. Conclusion: Only 16.7% of facilities declared the overall quality in all three dimensions according to service delivery guideline. The desired level of quality will be realized if and only if the three quality components would be kept on eye side by side in line with identified facilitators and barriers for good and bad service quality.

scholarly journals Assessing Quality of Services for the Elderly Residents in Nursing Homes of Tabriz, Iran in 2019

2021 ◽  
Vol 6 (1) ◽  
pp. 29-36
Author(s):  
Rana Gholamzadeh Nikjoo ◽  
◽  
Mitra Eyvazi Torchi ◽  
Yegane Partovi ◽  
Akbar Javan Biparva ◽  
...  
Keyword(s):  
Older Adults ◽  
Nursing Homes ◽  
Service Quality ◽  
Health Care Services ◽  
The Elderly ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Cross Sectional ◽  
Care Services

Background: Environmental characteristics, as well as the quality of health care services provided to older adults group, are among significant determinants of elderly quality of life. The present study was done to assess the quality of services delivered to elderly residents in nursing homes located in Tabriz, Iran in 2019. Materials & Methods: This cross-sectional study was conducted on the elderly living in nursing homes in Tabriz, Iran, of whom 74 residents met the inclusion criteria and were included. The researchers referred to the nursing homes and recruited the participants with regard to the inclusion and exclusion criteria. Results: Out of the 74 older adults, 35 and 39 cases were respectively male and female. The largest age group (43.2%) was related to those between 60 and 69 years old. Also, 71.6% of the elderly had been residing in nursing homes for 6-20 months. The rate of service quality in terms of the medical, psychological, welfare, and social domains was 66%, 48%, 68%, and 65%, respectively. Besides, no significant relationship was observed between demographic variables and total scores of service quality (P>0.05). Conclusion: Paying attention to psychological services, including providing counseling and social work services, adapting the centers, and creating recreational departments can lead to an increase in psychological quality and ultimately, overall service quality.

scholarly journals Level of Quality of Option B+PMTCT Service Provision in Public Health Facilities in Mekelle Zone, Northern Ethiopia: Cross-sectional study

2020 ◽  
Author(s):  
Kiros Fenta Ajemu ◽  
Alem Desta
Keyword(s):  
Service Quality ◽  
Service Provision ◽  
Cross Sectional Study ◽  
Health Facilities ◽  
Northern Ethiopia ◽  
Pmtct Service ◽  
Sectional Study ◽  
Input Process ◽  
Cross Sectional

Abstract Back ground: Substantial improvements have been observed in the coverage and access to maternal health services in Ethiopia. However, quality of care has been lagging behind. Therefore, the aim of this study was to assess quality of Option B + PMTCT service provision. Methods : Facility based cross-sectional study was conducted in 12 public health facilities from February to April 2016. It employed both quantitative and qualitative method. Donabedian input-process-output quality assessment model was used to evaluate the service. Data collection techniques carried out were facility inventory, non-participatory observation, record and chart review to assess input, process and output service quality. Concurrently, patients and service providers were subjected to exit and in-depth interview autonomously to explore barriers for good and bad service quality. Quantitative data were analyzed using SPSS version 21. Use of manual thematic approach was used for qualitative data analysis. R esults: The level of overall quality of Option B+ PMTCT service provision has rendered as good in two out of 12(16.7%) studied health facilities. The input quality was better than its counterpart; which was judged as good in 33.3% of health facilities. Only, one fourth of studied health facilities were rated as good for the process and output service quality respectively. Conclusion : The overall level of quality was achieved optimal in insignificant number of facilities. The desired level of quality will be realized if and only if the three quality components would be kept on eye side by side during service mentoring. Likewise, persistent effort in view of Donabedian theoretical framework will improve the overall service quality. Key words: Quality, Option B+PMTCT, HIV Positive Women, Tigray, Northern Ethiopia

scholarly journals Customers' Perceptions on Pharmaceutical Regulatory Service Quality in Ethiopia

2019 ◽  
Vol 7 (4) ◽  
pp. 28-35
Author(s):  
Kidanemariam G/Michael Beyene ◽  
Deribe Assefa Aga ◽  
Heran Gerba Borta ◽  
Mesafint Abeje Tiruneh
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Effective Strategies ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Expectations ◽  
And Control

Introduction: Service quality is a unique and abstract concept that is difficult to define and measure. It is an overall customer judgment that results from the comparison between service expectations and perceptions. There is no information on customers’ perception of pharmaceutical regulatory service quality in Ethiopia. Hence, this study aimed to assess customers’ perception of the Ethiopian Food, Medicine and Healthcare Administration and Control Authority’s pharmaceutical regulatory service quality. Materials and methods: Cross-sectional study design was conducted from March 30 to May 30, 2017. Using simple random sampling technique, 131 respondents were included in the study. Structured questionnaire adapted from the SERVQUAL model was used to collect the data. Paired sample t-test and descriptive statistics were used for data analysis. Results: The study found out that pharmaceutical regulatory service quality was low. Negative service quality gaps were observed in the five service quality dimensions and overall service quality. The widest service quality gap was in reliability and the narrowest gap was in the tangibility and assurance dimensions. The perception and expectation mean scores were 1.897±0.61 and 3.433±0.559 respectively. Conclusions: Only 21.4% of the customers perceived that there was good service quality in the Authority while 78.6% claimed as poor. The study showed that there are service quality gaps in the pharmaceutical regulatory services. Hence, managers should look into the unmet needs and expectations or low perceptions of customers; and formulate effective strategies to ensure provision of better service quality.

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