scholarly journals Guest satisfaction with the offer of European international dishes and products in Serbian restaurants

2021 ◽  
pp. 27-38
Author(s):  
Dragan Vukolić ◽  
Tamara Gajić ◽  
Jovan Bugarčić
Keyword(s):  
Descriptive Statistics ◽  
Quality Of Services ◽  
Significant Percentage ◽  
The Past ◽  
Food And Beverages ◽  
Level Of Satisfaction ◽  
Guest Satisfaction ◽  
Spss Software

Tourism is one of the areas that has started to develop to a large extent in the last few years, and the expansion of gastronomy has also contributed to its development. Regardless of the area, the development of gastronomy and quality offer of food and beverages is one of the means, which ensures the quality of services in the catering facility. Some countries have protected their gastronomic products, and today certain dishes of international dish. This paper will present the results obtained in the research in 30 restaurants, with the aim of examining the satisfaction of guests with their offer of international dishes. Over the past years, the literature has become richer in numerous studies, which talk about the factors that affect the level of satisfaction with the gastronomic offer. By analyzing the obtained results, it was concluded that the guests of catering facilities in Serbia are largely satisfied with the offer of international dishes. A significant percentage of respondents, who are not satisfied with this offer, show that there is still a need to improve catering services, from which we must not omit the offer of international dishes. SPSS software version 23.00 was used to process the obtained data, and the data are presented with descriptive statistics.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

scholarly journals Satisfaction of guests at the gastroenological offer in Belgrade

2020 ◽  
pp. 53-62
Author(s):  
Ivana Janković ◽  
Miloš Ćirić
Keyword(s):  
Detailed Analysis ◽  
Family Status ◽  
The Past ◽  
Food And Beverages ◽  
Level Of Satisfaction ◽  
Conducting Research ◽  
Intensive Development

Tourism is one of the areas that has begun to develop in the last few year and one of the main reasons for that represent the intensive development of gastronomy. !e development of gastronomy and a quality offer of food and beverages is one of the means for ensuring the quality of the guest in a restaurant. Special attention in the gastronomic area is represented by the gastroenolic offer, ie the offer of food and wine, which requires special attention to the food on the plate and the wine that is served with it. This paper will present the results obtained after conducting research in several Belgrade restaurants in order to examine the satisfaction of users with their gastroenological offer. Over the past years, the literature has been enriched by numerous studies which examines the factors that affect the level of satisfaction with gastroenological offers which includes includes gender, age, education, occupation, family status. After detailed analysis of the obtained results, it has been concluded that the guests of Belgrade restaurants are satisfied with the gastrooenological offer, but a small percentage of respondents, who are not satisfied with this offer, increase the need for improve catering services and also gastroenological offer.

scholarly journals Trends in the development of psychiatric services in India

1996 ◽  
Vol 20 (1) ◽  
pp. 43-45 ◽  
Author(s):  
Mohan Isaac
Keyword(s):  
Mentally Ill ◽  
Service Provision ◽  
Mental Hospital ◽  
Quality Of Services ◽  
Paper Briefly ◽  
The Past ◽  
Primary Health ◽  
Primary Health Centres ◽  
Health Centres

Over the past five decades, services for the mentally ill in India have steadily improved. From a predominantly mental hospital based service, provision has now moved to general hospitals and primary health centres. A variety of factors have contributed to changes in the quality of services. This paper briefly reviews the changes and discusses the relevance of some of them.

scholarly journals Evaluation of the Effectiveness of Residential and Utilities Services Organizations in Volgograd Region

2020 ◽  
pp. 207-213
Author(s):  
Alexey Dmitriev ◽  
Alina Knippel
Keyword(s):  
Quality Of Services ◽  
Property Management ◽  
Public And Private ◽  
Non Profit ◽  
Funding Sources ◽  
Level Of Satisfaction ◽  
Volgograd Region ◽  
Housing Services ◽  
Utilities Services

The relevance of the study is determined by the implementation of housing reforms in Volgograd region and the need to assess their effectiveness. The object of the study is the public opinion about the current state of housing and communal services in Volgograd region. The purpose of the work is to identify the degree of satisfaction of citizens with tariffs and quality of services provided by property management companies. The methodology includes structural and statistical analysis as well as the synthesis of the results obtained from the formation of an objective and unambiguous assessment of the quality and tariffs of housing services in the region. The results obtained indicate a low level of satisfaction with the services of property management companies, herewith citizens are more dissatisfied with the level of price tariffs, while the level of satisfaction with the quality of housing and communal services is at a slightly higher level. According to the results of the study, possible directions for the improvement of the quality of services provided have been identified. The ways to reduce price tariffs by means of the optimization of funding sources by means of an effective mechanism development for public and private partnership have been suggested. In addition, the authors have determined that the control of the efficiency of residential and utilities services organizations should be transferred to the company presented by members of housing owners’ associations and other socially oriented non-profit organizations. The results of the study can be used to identify the priority areas for the improvement of housing and communal services in Volgograd region.

scholarly journals Stepping Back to Move Forward: Assessing the Quality of Maternity Health Services of Kathmandu Valley

2018 ◽  
Vol 3 (2) ◽  
pp. 125-136
Author(s):  
Kiran Bhetwal
Keyword(s):  
Emotional Support ◽  
Verbal Abuse ◽  
Quality Of Services ◽  
Kathmandu Valley ◽  
Level Of Satisfaction ◽  
Physical Resources ◽  
Convenience Sampling ◽  
Maternity Health ◽  
Intention To Revisit

This paper is the assessment of the women’s perception towards the quality of services they received during their maternity time and examining their level of satisfaction with the intention to revisit the same hospital for future services. Primary quantitative data through the distribution of questionnaire from 150 respondents using convenience sampling from five hospitals viz Nagarik Hospital, Teaching Hospital, Thapathali Hospital, KMC and Patan Hospital were collected. Majorities of the respondent were satisfied enough to return to the hospital and would happily recommend others as well. This study found that human and physical resources have the lowest average. Implying that most of the respondent felt that it was the most important factor while choosing the hospital followed by privacy, cognition, physical abuse, denial of requested care, confidentiality, emotional support, involvement of family member and finally respect, dignity and equity scores last. It means that no matter which hospital respondent went they found it most obvious to be treated with respect. It clearly shows the reason on why the hospital is investing more on the infrastructure rather than innovating and delivering higher service quality. On the serious note, a case of physical and verbal abuse also came into light during the investigation. Not much of research based policies are seen to protect such critical case.

scholarly journals Validation of a Satisfaction Questionnaire on Spa Tourism

2021 ◽  
Vol 18 (9) ◽  
pp. 4507
Author(s):  
Rosa Anaya-Aguilar ◽  
German Gemar ◽  
Carmen Anaya-Aguilar
Keyword(s):  
Quality Of Services ◽  
Global Evaluation ◽  
Internal Reliability ◽  
Nature Tourism ◽  
Tourist Destinations ◽  
Level Of Satisfaction ◽  
Starting Point ◽  
Research Gap ◽  
Methodological Debate

The authors’ line of research is within the existing methodological debate around the concepts of quality of services, destinations, and quality measurements methods. The authors consider that the most appropriate way to measure quality is to develop instruments according to the destination and context in question, defining the quality of the tourist destination for practical purposes based on the satisfaction experienced by the tourist or the SERVPERF model, weighted and used to measure the quality of sun and beach tourist destinations. The authors of this work propose the knowledge of spa tourism, its quality and its level of satisfaction as a research gap and consider it as a starting point to validate a questionnaire that would allow the measurement and comparison of parameters with other segments already studied and that can also serve as a measuring instrument for tourist segments with similar characteristics, not as well known in the international literature as inland, ecological or nature tourism. Good internal reliability results were obtained in all items and in all dimensions. The factor analysis distributed the weights of the variables in the theoretical model, and construct validity was obtained with an association between the global evaluation by dimension and the general significance. The score of the main questionnaire was statistically significant.

scholarly journals ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP MUTU PELAYANAN KEFARMASIAN DI PUSKESMAS TANAWANGKO

PHARMACON ◽  
2020 ◽  
Vol 9 (3) ◽  
pp. 397
Author(s):  
Greey C.E. Bunet ◽  
Widya A. Lolo ◽  
Erladys M. Rumondor
Keyword(s):  
Service Quality ◽  
Health Center ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Data Collection Tool ◽  
Important Indicator ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Close Relationship

ABSTRACTPatient satisfaction is an important indicator for pharmaceutical services and has a close relationship with service quality. A good quality of services will provide satisfaction to patient so that it affects to return the Health Center. The purpose of this study was to determine the satisfaction of outpatients with the quality of pharmaceutical services at the Tanawangko Health Center. This research is a descriptive study and the data collection tool used is the questionnaire given to 277 respondents. Based on the research results obtained, it is known that each question on the 5 dimensions has a negative value with an average value (-0.38) this value is obtained from the average value of the total service quality index between expectations and reality, meaning the patient is not satisfied. The reality received is lower yhan expectations.Keywords :  Level of satisfaction, expectations, reality. ABSTRAK Kepuasan pasien merupakan indikator penting bagi pelayanan kefarmasian dan memiliki hubungan erat dengan kualitas pelayanan. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien sehingga mempengaruhi pasien untuk kembali lagi ke Puskesmas. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap mutu pelayanan kefarmasian di Puskesmas Tanawangko. Penelitian ini merupakan penelitian deskriptif dan alat pengumpulan data yang digunakan yaitu kuesioner diberikan kepada 277 responden. Berdasarkan hasil penelitian yang diperoleh, diketahui bahwa setiap pertanyaan pada 5 dimensi memiliki nilai negatif dengan nilai rata-rata (-0,38) nilai ini diperoleh dari rata-rata nilai indeks total kualitas pelayanan antara harapan dan kenyataan, artinya pasien tidak puas. Kenyataan yang diterima lebih rendah dibandingkan dengan harapan.Kata Kunci  : Tingkat kepuasan, harapan, kenyataan.

scholarly journals Calidad en el servicio de las empresas hoteleras de segunda categoría / Quality in service of hotel companies of second category

Ciencia Unemi ◽  
2016 ◽  
Vol 9 (18) ◽  
pp. 19 ◽  
Author(s):  
Carlos Veloz Navarrete ◽  
Jorge Vasco Vasco
Keyword(s):  
Customer Satisfaction ◽  
Business Processes ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
New Vision ◽  
Para Determinar ◽  
Second Category ◽  
Proper Operation

Las empresas hoteleras están diseñadas para acoger a las personas que por diferentes motivos viajan y necesitan descansar, por ser un servicio las inspecciones son constantes en las áreas de trabajo convirtiéndose en una tarea abrumadora y muy difícil de evaluar. El objetivo del presente estudio es garantizar la calidad del servicio de hospedaje, para que los turistas evalúen los procesos y las empresas se enfoquen en la satisfacción del cliente. El buen funcionamiento de la empresa hotelera depende que los colaboradores conozcan las expectativas de los clientes y ellos a su vez perciban la calidad de los servicios brindados, este análisis permite ver las deficiencias, para determinar el nivel de satisfacción en el servicio que brinda a sus usuarios, en el marco de la metodología SERVQUAL. El seguimiento que se dé en las principales actividades que tienen relación directa con el usuario contribuirá para tener una nueva visión del servicio ofrecido, de tal manera que los procesos mejoren y así obtener satisfacción en el cliente. En los resultados obtenidos se evidencia que las perspectivas analizadas dan un panorama global de la calidad de los servicios hoteleros de segunda categoría teniendo deficiencias en la confiabilidad y capacidad de respuesta hacia los usuarios, mismas que se pueden mejorar estandarizando y gestionando los procesos. AbstractHotel companies are designed to accommodate people who travel for different reasons and need to rest, as they offer a service, inspections are constant in the work areas becoming an overwhelming task which is very difficult to assess. The aim of this study is to ensure quality of hosting service, for tourists to evaluate business processes and businesses can focus on customer satisfaction. The proper operation of the hotel company depends on the fact that the employees know the expectations of the customers and they in turn perceived the quality of services provided, this analysis shows the shortcomings, to determine the level of satisfaction with the service provided to customers, under the SERVQUAL methodology. The follow-up given in the main activities that are directly related to the customers will contribute to have a new vision of the service that is offered, so that processes can improve and in this way obtain customer satisfaction. The obtained results show that the analyzed perspectives give a global overview of the quality of hotel services of second category, having deficiencies in reliability and responsiveness of customers, which can be improved by standardizing processes and management.

scholarly journals Profiling of Universitas Ciputra Surabaya Student Satisfaction with Property Management Services

2021 ◽  
Vol 1 (2) ◽  
pp. 180-190
Author(s):  
Melissa Christina
Keyword(s):  
Student Satisfaction ◽  
Descriptive Statistics ◽  
Average Score ◽  
Property Management ◽  
Average Value ◽  
Five Factors ◽  
Level Of Satisfaction ◽  
Assurance Factor ◽  
Management Services

Increasing competition in service quality, universities must be responsive in providing services to students, because student satisfaction is the top priority for highest education. This study aims to see how much the average level of respondents to the quality of Universitas Ciputra Surabaya Property Management services. Measurements were made using the servqual instrument, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The analysis used in this research is descriptive statistics. The population in this study were active students at Universitas Ciputra Surabaya with a sample size of 186 people. Based on the results of the analysis that has been carried out, it is known that the level of satisfaction of the respondents with an overall average value is 3.97. And of the five factors used, only the Assurance factor gets an average score above 4, while the other four factors get an average score below 4 in the order Tangibles, Reliability, Responsiveness and Empathy as the factors with the lowest level of satisfaction.

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