The Evaluation of Design Supervision Service Based on the Method of SERQUAL

2013 ◽  
Vol 357-360 ◽  
pp. 2494-2497 ◽  
Author(s):  
Peng Cheng Pan
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Design Process ◽  
Objective Evaluation ◽  
Effective Control ◽  
Project Development ◽  
Quality Of Results ◽  
Software And Hardware ◽  
Small Elements

More and more owners realized that design played an important role in project development. So design supervision staffs were employed by owners to achieve effective control of the design process in China. It was necessary for owners to get the objective evaluation of design supervision work in order to pay to supervision. Based on the service characteristic of design supervision, the service quality of design supervision was divided into four indicators as the quality of results, the quality of process, Software and hardware equipment and the supervision fee. These four indicators were divided into 20 small elements further. Then, SERQUAL method was introduced in order to get the results. The evaluation results could be used by owners and stakeholders involved in decision making.

scholarly journals Standardization and integration of the airport master plan design process

2018 ◽  
Vol 2018 (12) ◽  
pp. 77-86
Author(s):  
Michał Kozłowski
Keyword(s):  
Design Process ◽  
Dynamic Process ◽  
Practical Experience ◽  
Master Plan ◽  
Airport Management ◽  
Quality Of Results ◽  
The Subject ◽  
Effectiveness And Efficiency ◽  
Standard Documents

The article presents the conclusion of the practical experience as well as the results of the author's research in the field of airport management, formulated in the context of the implementation of the investment of the Central Polish Airport. The subject of the considerations and implications is the process of designing the Airport Master Plan – AMP, which in the current situation should be modified in order to ensure effectiveness and efficiency of implementation and quality of results. At the beginning, AMP was characterized on the basis of a study concerning legal acts and selected standard documents, and a study of the quality and risk issues of the AMP was carried out. On the basis of the results obtained, conclusions have been formulated regarding the need for standardization and integration of the dynamic process of AMP design.

scholarly journals PENGARUH KUALITAS PELAYANAN PADA KEPUASAN PELANGGAN MABAR & GAME COFFEE

J-IKA ◽  
2021 ◽  
Vol 8 (2) ◽  
pp. 152-160
Author(s):  
Rosiana Andhikasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Organizational Management ◽  
T Test ◽  
F Test ◽  
Relationship Patterns ◽  
Physical Identity ◽  
Quality Of Results

ABSTRAKBisnis kuliner berupa café yang menjamur saat ini membuat para pemilik usaha berfikir keras untuk membuat café miliknya berbeda dengan yang lain sehingga dapat menarik minat pelanggan untuk datang, salah satunya pada Mabar & Game Coffee. Peneliti ingin melihat apakah ada pengaruh antara kualitas pelayanan pada kepuasan pelanggan di Mabar & Game Coffee. Penelitian ini memakai metode penelitian kuantitatif deskriptif dengan variabel X terdiri dari, variabel  X1 adalah identitas fisik, variabel X3 adalah manajemen organisasi, variabel X2 adalah identitas non fisik, variabel X5 adalah aktivitas dan pola hubungan, variabel X4 adalah kualitas hasil, dan variabel Y adalah kepuasan pelanggan. Teknik analisis data yang digunakan yaitu regresi linier berganda, penghitungan hipotesis menggunakan uji F dan uji t dimana uji F adalah untuk mengetahui pengaruh simultan antara variable X ke Y, sedangkan uji t untuk mengetahui pengaruh secara parsial dari variable X ke Y. dari hasil penghitungan menggunakan SPSS, didapatkan hasil bahwa variable X yang terdiri dari identitas fisik, aktivitas dan pola hubungan, kualitas hasil, manajemen organisasi, identitas non fisik memiliki pengaruh secara simultan terhadap variabel Y yaitu kepuasan pelanggan. Sedangkan dari penghitungan menggunakan uji T ditemukan bahwa identitas non fisik merupakan variabel yang paling dominan, sehingga menurut pelanggan, identitas non fisik yang dimiliki oleh Mabar & Game Coffee sangat mempengaruhi kepuasan mereka.Kata kunci: kualitas pelayanan, kepuasan pelanggan, cafe ABSTRACTThe culinary business in the form of a cafe that is mushrooming at this time makes business owners think hard to make their café different from the others so that it can attract customers to come, one of which is Mabar & Game Coffee. Researchers want to see if there is an influence between service quality on customer satisfaction at Mabar & Game Coffee. This research uses descriptive quantitative research method with variable X consisting of, variable X1 is physical identity, variable X3 is organizational management, variable X2 is non-physical identity, variable X5 is activity and relationship patterns, variable X4 is quality of results, and variable Y is customer satisfaction. The data analysis technique used is multiple linear regression, calculating the hypothesis using the F test and t test where the F test is to determine the simultaneous effect between the X to Y variables, while the t test is to determine the partial effect of the X to Y variables. SPSS, it was found that variable X which consists of physical identity, non-physical identity, organizational management, quality of results, activities and relationship patterns have a simultaneous influence on variable Y, namely customer satisfaction. Meanwhile, from the calculation using the T test, it was found that non-physical identity is the most dominant variable, so that according to customers, Mabar & Game Coffee's non-physical identity greatly affects their satisfaction.Keywords: service quality, customer satisfaction, cafe

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 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.

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".

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 Academic pipeline for scientists with disabilities

MRS Bulletin ◽  
2018 ◽  
Vol 43 (8) ◽  
pp. 625-632 ◽  
Author(s):  
Karl S. Booksh ◽  
Lynnette D. Madsen
Keyword(s):  
Decision Making ◽  
Problem Solving ◽  
Competitive Advantage ◽  
Stereotype Threat ◽  
Business Model ◽  
Social Group ◽  
Organizational Diversity ◽  
Quality Of Results ◽  
Solo Status

The business model for organizational diversity states that “diverse” organizations have a competitive advantage over non-“diverse organizations. These advantages arise from increased creativity,1 problem solving,2,3 decision making,4 and overall quality of results,5 among other observed outcomes. Within academia, increasing diversity benefits performance and persistence of students by reducing the deleterious effects of solo status (being the only representative of a social group)/tokenism (member of a minority social group in a given organization) and stereotype threat.

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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