scholarly journals Qatar Ambulance Service staff's perception on the Quality-of-Service delivery to patients

2021 ◽  
Vol 2022 (1) ◽  
Author(s):  
Glenhael Carolus ◽  
Kanhaiya Kumar Singh ◽  
Mourad Hamzaoui ◽  
Jalal Younes Abid ◽  
Khalid Mohamed Nazar ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Ambulance Service

scholarly journals Far from Fire: The service delivery quality gap plaguing Indonesian Ports

2017 ◽  
Vol 21 (1) ◽  
pp. 31
Author(s):  
Wayu Eko Yudiatmaja ◽  
Alfiandri Alfiandri ◽  
Rahmat Hidayat
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Research Results ◽  
Significant Difference ◽  
Riau Archipelago ◽  
Service Gap

This study analyzes the gap between expected and perceived services by ship passengers at the Sri Bayintan Port, Kijang, Riau Archipelago. The purpose of the paper is to examine the gap between expected and perceived service delivery by ship passengers in the Sri Bayintan Port.  To test the service gap, ServQual variables as postulated in Parasuraman, Zeithaml & Berry (1988) were used. The variables include tangibility, reliability, responsiveness, assurance, and empathy. Data were collected using a sample of 98 passengers, who were chosen at random. Research results showed that there is a significant difference between expected and perceived service delivery among   passengers who use Sri Bayintan port.  In particular, findings of this study showed that passengers were not satisfied with the quality of service delivery they received in Sri Bayintan Port.

Accountability and Quality of Service Delivery

2017 ◽  
pp. 7-20
Author(s):  
Tamer Samah Rabie ◽  
Samira Nikaein Towfighian ◽  
Cari Clark ◽  
Melani Cammett
Keyword(s):  
Quality Of Service ◽  
Service Delivery

Impact of Employees' Empowerment on Perceived Quality of Service Delivery in the Tertiary Health Institutions

2021 ◽  
pp. 2014-2030
Author(s):  
Michael Abayomi Fowowe ◽  
Kayode K. Arogundade
Keyword(s):  
Quality Assurance ◽  
Quality Of Service ◽  
Service Delivery ◽  
Health Sector ◽  
Healthcare Services ◽  
Perceived Quality ◽  
Health Institutions ◽  
Market Needs ◽  
Acute Healthcare

In this current 21st-century global competitive market, employee empowerment plays a significant role in building the internal resource-based capacity of business survival towards meeting and exceeding ever-increasing market needs. The tertiary health institutions saddled with the responsibility of providing acute healthcare services significantly require effective commitment of their healthcare workers in promoting quality of service delivery towards achieving result-oriented healthcare quality assurance outcome. However, the Nigerian health sector has been characterised with diverse challenges in sustaining quality assurance due to lack of leadership commitment in empowering caregivers in the sector effectively. To a large extent, this has weakened the adequate performance of employees, and also, contributed to the observed increase in morbidity and mortality rate in the Nigerian health centres. This aim of this paper is to critically analyse the impact of employees' empowerment on the perceived quality of service delivery in the context of the Nigerian healthcare institutions.

scholarly journals Service Level Agreement Violation Preventive Task Scheduling for Quality of Service Delivery in Cloud Computing Environment

2020 ◽  
Vol 178 ◽  
pp. 375-385
Author(s):  
Ismail Zahraddeen Yakubu ◽  
Zainab Aliyu Musa ◽  
Lele Muhammed ◽  
Badamasi Ja’afaru ◽  
Fatima Shittu ◽  
...  
Keyword(s):  
Cloud Computing ◽  
Quality Of Service ◽  
Service Delivery ◽  
Task Scheduling ◽  
Service Level Agreement ◽  
Service Level ◽  
Computing Environment ◽  
Cloud Computing Environment

A Trust Based Secure and Privacy Aware Framework for Efficient Taxi and Car Sharing System

2018 ◽  
Vol 2 (1) ◽  
pp. 34-47 ◽  
Author(s):  
Oladayo Olakanmi ◽  
Sekoni Oluwaseun
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Private Information ◽  
Autonomous Vehicles ◽  
Trust Model ◽  
Security And Privacy ◽  
Car Sharing ◽  
Perfect Model ◽  
Taxi Service

This article describes how taxi service is an essential means of mobility in many cities. Recent findings show that average automobile owners utilize their vehicles for only 5% of its time in a day. Therefore, the advent of autonomous vehicles and car sharing will make it possible for owners to engage their vehicles as taxis when not in use by utilizing its 95% free time for income generation. Sensitive private information is required to be released during a taxi service delivery, which may bring certain security and privacy issues and challenges. This may hinder the prospect of using autonomous vehicles as a form of taxi. As a result of these, the authors propose a secure and privacy-preserving taxi service framework for car sharing, which ensures protection of car owner and passengers personal details, e.g. identity, location, destination, etc. The authors developed a decay-based trust model for a framework in order to monitor and improve the quality of service rendered to passengers by vehicles. The decay-based trust model was simulated on the framework. The simulation of the decay-based trust model shows that it is a perfect model for rewarding vehicles which render good quality of service and blacklisting vehicles with frequent poor service delivery.

scholarly journals Impact of the New Public Management Paradigm on the Operation of Federal Establishments in Borno State, Nigeria

2017 ◽  
Author(s):  
Usman D Umaru
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Service Providers ◽  
Chi Square ◽  
New Public ◽  
The Impact

The study examined the impact of the New Public Management Paradigm on the operation of Federal establishments in Borno State, Nigeria. To achieve this objective, the collected data were analysed using Chi-square, Correlation and ANOVA. The study revealed that there is a significant improvement in the performance of the staff and the quality of service delivery in the Federal establishments under study. The study concluded that the outsourcing of services has improved the quality of service delivery. However, the policy was not being properly implemented because in some of the Federal establishments under study, the same services outsourced were being carried out by very few retained staff. They were not enough to do the job and the outsource firms given the contract, did not provide enough qualified staff to augment the short-fall. The study recommended that qualified service providers (outsourcing firms) in the relevant cadres be allowed to do the job or as an alternative, the Federal government can encourage the setting up of Independent Units in all its establishments to compete with the outsourcing firms in carrying out outsourcing services at a fee, in order to attain qualitaty service delivery.   Keywords: New Public Management, Public service, Outsourcing and Service delivery.

scholarly journals The Politics of Service Delivery in Pakistan: Political Parties and the Incentives for Patronage, 1988-1999

2008 ◽  
Vol 47 (2) ◽  
pp. 129-151 ◽  
Author(s):  
Zahid Hasnan
Keyword(s):  
Quality Of Service ◽  
Political Parties ◽  
Service Delivery ◽  
Public Goods ◽  
Political Party ◽  
Party Systems ◽  
The Political ◽  
The Impact

This paper examines the impact of the political party structure on the incentives for politicians to focus on patronage versus service delivery improvements in Pakistan. By analysing inter-provincial variations in the quality of service delivery in Pakistan, the paper argues that the more fragmented, factionalised, and polarised the party systems, the greater are the incentives for patronage, weakening service delivery improvements. Fragmentation and factionalism both exacerbate the information problems that voters have in assigning credit (blame) for service delivery improvements (deterioration), thereby creating the incentives for politicians to focus on targeted benefits. Polarisation, particularly ethnic polarisation, reduces the ability of groups to agree on the provision of public goods, again causing politicians to favour the delivery of targeted benefits.

scholarly journals Organisational citizenship behaviour and service delivery in urban local governments in Uganda

2021 ◽  
pp. 24-39
Author(s):  
Wilberforce Turyasingura ◽  
Lazarus Nabaho
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Local Governments ◽  
Qualitative Data ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Performance Culture ◽  
Legal Frameworks ◽  
National Governments

The quality of service delivery in decentralised local governments (LGs) in Uganda remains largely unsatisfactory, despite central government’s efforts to improve resource allocation and develop supporting legal frameworks. This has been partly linked to the extent to which LG staff exhibit ‘organisational citizenship behaviour’ (OCB). Extant literature has not given adequate attention to OCB in the decentralisation discourse, especially in sub-national governments within developing countries such as Uganda. This paper tackles the issue of OCB among LG employees and its relationship to service delivery by addressing the following questions: (a) what is the level of OCB among LG employees and (b) to what extent do various dimensions of OCB relate to the quality of service delivery in the decentralised LG context? The study is a cross-sectional survey of 165 LG staff in central Uganda. Both quantitative and qualitative data were collected. Using content analysis and correlational analysis, the study found that OCB among LG employees is too low, and that higher levels of OCB are associated with improved service delivery. The study recommends that LGs should prioritise effective leadership and supervision, a client-centred performance culture, and empowerment of staff in order to promote OCB among employees and thereby enhance service delivery to local communities.

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