Constructing Relationship Developing Strategies

2019 ◽  
pp. 126-143
Keyword(s):  
Quality Of Service ◽  
Literature Review ◽  
Support Services ◽  
Structural Model ◽  
Service System ◽  
Ethical Practice ◽  
Mediating Role ◽  
Depth Interview ◽  
Developing Strategies

This chapter aims to describe relationships strategies that manager need to practice in order to establish customer-oriented service system. Therefore, the chapter provides a structural model derived from literature review and depth interview from depth interview of 10 customers and 5 managers of 5 auto repair shops. In line with that, the current chapter proposes four propositions in regards to effective relationship developing strategies for the SME. The findings revealed that ethical practice, customer's orientation, length of relationship, customer's support services are significantly influence firm's relationship strategies. In addition, trust factor play a mediating role among the relationships. The chapter can help to predict the quality of service perceived by the customers by using relationship strategies, which may be similar in other markets with similar characteristics.

scholarly journals Identification of Key Component of E-marketplace to Enhance Service Quality in the Market

2020 ◽  
Vol 8 (5) ◽  
pp. 4087-4092
Keyword(s):  
Quality Of Service ◽  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Data Extraction ◽  
Improve Quality ◽  
Exclusion Criteria ◽  
Online Chat ◽  
Search String

Business began with a physical store, which is the place for customer and seller in doing the product transaction. In this era, e-marketplace is proliferating to collect various tenants with various products to join in one same company to give the best service for customers, but every company must strategically compete with each other to survive in the market. The purpose of this study is to find the key components in e-marketplace to enhance service quality in the market, so businesses in this field can focus to develop the services based on the identified components. This study uses systematic literature review to collect all data from various databases; derived from keywords search, search string, inclusion and exclusion criteria, and data extraction. Thirty-eight selected studies that have been identified from data extraction will be evaluated further in this research by mapping them into demographic in trends. Based on the analysis, this research discovers six key components in e-marketplace which are Buyer, Partner, Infrastructure, Content, Online Chat, and Product Prices that can improve quality of service in the market.

scholarly journals Compliance with Policies and Guidelines on Student Affairs and Services

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Dexter Paul D. Dioso
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Student Affairs ◽  
Support Services ◽  
Academic Support ◽  
Development Program ◽  
Management Development ◽  
Significant Difference ◽  
Positive Learning Environment

This mixed methods sequential explanatory research examined the extent of compliance with the Policies and Guidelines on Student Affairs and Services.  The instrument was adapted from the framework of the Philippine Commission on Higher Education CMO 9, series of 2013.  The results revealed a high extent of compliance where the provisions of Student Affairs and Services are complied moderately extensive and are functioning well. There was no significant difference in the assessments between the implementers and recipients. Student affairs and services addressed the needs and interests of the students through the quality of service delivery and the opportunities to develop their academic and extra-curricular interests. They provided opportunities for the conduct of activities, discipline, and other services that promote a positive learning environment and the formation of values. The result of the study was the basis for the Management Development Program to attain the best quality of academic support services.

Relationships between supply performance of pharmacies in Chile and their quality of customer service

2018 ◽  
Vol 12 (4) ◽  
pp. 433-446
Author(s):  
Fernando Rojas ◽  
Giulani Coluccio ◽  
Juan Vega
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Structural Equation ◽  
Structural Model ◽  
Structural Equation Models ◽  
Statistical Significance ◽  
Measurement Scales ◽  
Content Type ◽  
Practical Implications

Purpose This paper aims to describe relationships between constructs adapted to the pharmaceutical field with respect to the measurement of the supply chains strategic and operational performance in private pharmacies, relating it to the quality of service perceived by users. Design/methodology/approach Relationships among the indicated constructs were validated through the use of structural equation models. This study includes the use of questionnaires adapted and applied to suppliers (pharmaceutical chemists and supply staff), operational managers (pharmacy assistants) and users (patients and clients) who visit different segments of pharmacies, such as chain businesses and independents located in the region of Valparaíso, Chile. The sample collected information from 128 establishments and 601 people, through which different relationships between segments were compared. Findings A structural model was validated on the basis of statistical principles. Furthermore, positive relationships were observed in the constructs studied where pharmacy chains had a statistical significance of less than 5 per cent between the responsibility of the supply process and the experience of the users, whereas independent pharmacies had a very significant causal relationship between operational managers and users. Practical implications The proposal can help predict the quality of service perceived by the user based on the behavior of sales and supply staff, which may be similar in other markets with similar characteristics. Originality/value The structural model proposed is original and adapts measurement scales validated from previous studies to be able to apply them in the pharmaceutical retail market.

scholarly journals Pengaruh Variabel Kualitas Sistem Informasi Terhadap Kepuasan Pengguna Sistem Informasi Model EUCS

2019 ◽  
Vol 3 (1) ◽  
pp. 23-28
Author(s):  
Erick Sorongan ◽  
Hilmansyah Hilmansyah ◽  
Hadiyanto Hadiyanto
Keyword(s):  
Information System ◽  
Quality Of Service ◽  
User Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Model ◽  
System Quality ◽  
External Variable

The application of information systems with various types of convenience offered can reflect the quality of service of an organization, the quality of service can be said to be very good if the service meets the needs and expectations of users. This kind of evaluation can be done by applying a tested model but problems arise when latent variables in the method used are not fully able to identify factors that influence user satisfaction. From the results of research using the end user satisfaction model, the R-Square value is 0.653, which means that 65.3% of user satisfaction can be found through latent variables found in the EUCS model while the remaining 34.7% can be explained through external variables. This study aims to analyze external factors outside the EUCS model, one of which is by using the information system quality variables contained in the Delone and Mclane information system success model. The way to do this is to add an external variable to the EUCS model and then analyze the outer model and analyze the structural model using the structural equation model. The results showed that the independent system quality variable has a t-statistic value of 3.445 or greater than t-table 1.96 which means that the external latent variables of the Delone and Mclean model can be used to explain the satisfaction factors (from the external variable side) of the user information system on the EUCS model.

scholarly journals Tinjauan Literatur: Faktor-Faktor Penyebab Kelengkapan Pengisian Rekam Medis Rawat Inap Rumah Sakit

2020 ◽  
Vol 3 (2) ◽  
pp. 46-52
Author(s):  
Putu Adiz Siwayana ◽  
Ika Setya Purwanti ◽  
Putu Ayu Sri Murcittowati
Keyword(s):  
Quality Of Service ◽  
Literature Review ◽  
Medical Record ◽  
Medical Records ◽  
Health Workers ◽  
Medical Personnel ◽  
Google Scholar ◽  
Incomplete Filling ◽  
Evaluation And Monitoring

Every health facility, whether it is primary, secondary, tertiary, is required to maintain medical records in order to achieve administrative order. Incomplete (incomplete) medical records will affect the service process provided by health workers and have an impact on the quality of service of a hospital. This study aims to determine the factors causing the incomplete filling of inpatient medical records. This study uses a literature review method. The strategy in searching literature reviews is using Google Scholar. In the search phase, articles are limited to publications from 2015-2020. The keywords used are the factors causing incomplete medical record filling. The search results obtained 10 articles and then 5 articles were taken. The results of the literature review show that the factors causing the incompleteness of filling in medical records as a whole can be seen from the lack of knowledge, motivation and awareness of medical personnel about medical records. The meeting as a means of communication between caregivers and management has not yet been implemented to discuss evaluation and monitoring as well as sanctions for officers who do not complete medical records. lack of socialization on filling out medical records. Unsystematic arrangement of medical record forms. Limited availability of funds or budget to support medical record service activities. Conclusion Hospitals need to pay attention to the factors causing the incompleteness of filling in medical records so that filling in medical records is complete according to standards. So that the quality of service, especially the quality of patient medical records.AbstrakSetiap fasilitas kesehatan baik tingkat primer, sekunder, tersier wajib menyelenggarakan rekam medis agar tercapainya tertib administrasi. Ketidaklengkapan (Incomplete) rekam medis akan berpengaruh terhadap proses pelayanan yang diberikan oleh petugas kesehatan dan berdampak pada kualitas pelayanan suatu rumah sakit. Penelitian ini bertujuan untuk mengetahui faktor penyebab ketidaklengkapan pengisian rekam medis rawat inap. Penelitian ini menggunakan metode literatur review. Strategi dalam pencarian literatur review menggunakan Google Scholar. Pada tahap pencarian artikel dibatasi terbitan dari tahun 2015-2020. Kata kunci yang digunakan adalah Faktor Penyebab ketidaklengkapan pengisian rekam medis. Hasil penelusuran artikel didapatkan 10 artikel dan selanjutnya diambil 5 artikel. Hasil dari literatur review didapatkan faktor penyebab ketidaklengkapan pengisian rekam medis secara keseluruhan, penyebabnya dapat dilihat dari kurangnya pengetahuan, motivasi dan kesadaran dari petugas rekam medis tentang rekam medis. Belum terlaksananya rapat sebagai wadah komunikasi antara pemberi asuhan dan manajemen yang membahas evaluasi dan monitoring serta sanksi bagi petugas yang tidak mengisi rekam medis dengan lengkap. kurangnya sosialisasi pengisian rekam medis. Susunan formulir rekam medis yang tidak sistematis. Terbatasnya ketersediaan dana atau anggaran untuk mendukung kegiatan pelayanan rekam medis. Kesimpulan Rumah sakit perlu memperhatikan  faktor penyebab ketidaklengkapan pengisian rekam medis sehingga pengisian rekam medis menjadi lengkap sesuai dengan standar. Sehingga  mutu dari pelayanan terutama mutu rekam medis pasien.

scholarly journals The Implementation of Electronic based Nursing Care Documentation to EFETEC; A Literature Review

2019 ◽  
Vol 1 (2) ◽  
pp. 19-31
Author(s):  
I Wayan Gede Saraswasta ◽  
Rr. Tutik Sri Hariyati
Keyword(s):  
Quality Of Service ◽  
Literature Review ◽  
Electronic Health Record ◽  
Nursing Care ◽  
Health Workers ◽  
Health Record ◽  
Documentation Quality ◽  
Electronic Health ◽  
Quality Of Nursing

ABSTRACT In last two decades most of the tasks performed by nurses have not been directly related to patient care. Nurses spend more time on writing documentation or medical records of patients. Implementation of electronic medical record can reduce the time used for documentation or in other hand will increase the time for nurses to interact with patients then eventually can improve the quality of nursing care. Purpose of this literature review is to find out the implementation of electronic-based nursing care documentation (EHR) in improving the quality of nursing care in terms of EFETEC aspects. Method used by author is a literature review. Database used is Science Direct, PROQUEST, Scopus, Ebscho and Scholar Article with the keywords; electronic health record, EHR, Documentation in nursing, Quality of nursing care. Implementation of electronic nursing care documentation can improve the service quality. Improvement of the quality of service is reviewed with EFETEC which consists of efficient, focus for patient, effective, time discipline, equality, confidentiality. In the era of health workers 4.0 the utilization of electronic nursing care documentation requires continuous development in order to improve the quality of service for patients.  KEYWORDS: electronic health record, nursing care documentation, quality of nursing care

Consumer Emotions Research in Luxury Contexts in Emerging Economies

2020 ◽  
pp. 299-323
Author(s):  
Cláudio Félix Canguende-Valentim ◽  
Vera Teixeira Vale
Keyword(s):  
Quality Of Service ◽  
Literature Review ◽  
Emerging Economies ◽  
Emotional Experience ◽  
Research Literature ◽  
Physical Aspect ◽  
Environmental Stimuli ◽  
Predominant Type ◽  
Consumer Emotions

The main objective of this chapter is to focus on the emotional experience in luxury contexts in emerging economies. Consumer research literature currently lacks studies of consumer emotions in emerging economies, except for some relevant studies of emerging consumption in China. This chapter reports a systematic literature review of luxury and consumer emotions aiming at mapping the main trends of research on this topic. The results show that the predominant type of methodology in these studies is mainly quantitative versus qualitative and mixed. The studies consider various antecedents of emotions, environmental stimuli, such as familiarity with the brand, the physical aspect of the product, among others, and non-environmental stimuli such as quality of service, product quality, among others. The contexts of studies of consumer emotions are presented. Finally, the authors also identify the studies undertaken in emerging economies.

Sign in / Sign up

Export Citation Format

Share Document