scholarly journals Changing Service Quality before and after the Introduction of Compulsory Competitive Tendering (CCT) to a Stadium in Japan

2010 ◽  
Vol 20 (1) ◽  
pp. 73-79
Author(s):  
Yoshiyuki MANO ◽  
Hiroto SHOJI
Keyword(s):  
Service Quality ◽  
Competitive Tendering ◽  
Before And After

scholarly journals Effects of the COVID-19 Pandemic on Sports Entrepreneurship

2020 ◽  
Vol 12 (20) ◽  
pp. 8493
Author(s):  
Paloma Escamilla-Fajardo ◽  
Juan M. Núñez-Pomar ◽  
Ferran Calabuig-Moreno ◽  
Ana M. Gómez-Tafalla
Keyword(s):  
Service Quality ◽  
Risk Taking ◽  
Non Profit ◽  
Paired Sample ◽  
Sports Clubs ◽  
Before And After ◽  
The Impact ◽  
The Relationship ◽  
Linear Regressions ◽  
Crisis Situations

Sports entrepreneurship has been considered an important part of sports organisations when overcoming crisis situations. The aim of this study is to determine the impact of the crisis derived from COVID-19 on sports entrepreneurship and whether there are differences in the prediction of entrepreneurship on service quality in non-profit sports clubs. To this end, 145 sports clubs were analysed before and after the outbreak of the virus in society. Paired sample-t tests were carried out to determine the differences in variables studied before (Time I) and after (Time II) the COVID-19 outbreak, and correlations and hierarchical linear regressions were used to analyse the relationship between the variables studied in the two different stages. The results obtained show that risk-taking and innovation are significantly higher after the appearance of COVID-19, while proactivity has not undergone significant changes. Finally, the relationship between sports entrepreneurship and service quality is positive and significant in both stages but stronger before the crisis.

scholarly journals Quality Improvement for A Shoe Laundry Using Integration Model of Service Blueprint, Failure Mode and Effect Analysis, and Fault Tree Analysis

2018 ◽  
Vol 218 ◽  
pp. 04006
Author(s):  
Natalia Hartono ◽  
Andry M Panjaitan ◽  
Abram Noel
Keyword(s):  
Service Quality ◽  
Failure Mode ◽  
Service Failure ◽  
Fault Tree ◽  
Fault Tree Analysis ◽  
Integration Model ◽  
Effect Analysis ◽  
Tree Analysis ◽  
Before And After ◽  
Service Blueprint

Nowadays, shoes are not just a casual footwear. Certain shoes can tell the social class of a person. The increase of shoe prices and social status of wearing expensive shoes became a trigger for the development of shoe laundry services. There were a service quality problems in a shoe laundry in Tangerang, Indonesia. Several methods to improve service quality was studied and it is decided to propose a new model, which is integration model of Service Blueprint, Failure Mode and Effect Analysis (FMEA) and Fault Tree Analysis (FTA). The research starts with identifying the problem with observation and interview, then build Service Blueprint. Based on the fail point that has been identified in Service Blueprint, the FMEA used to find which process is the most dominant cause of failure and the most urgent for improvement. The next step is using FTA to find the root cause of the failure of the dominant cause. After analyzing the FTA, the improvement was proposed and implemented. Service failure before and after implementation was compared to see the improvements. There are 6 suggestion and implemented. After the implementation, the error in each process was measured and it is found a decrease in error in each process.

scholarly journals Comparative Study of Parents' Satisfaction Rate toward Baiturrahmah Daycare Service

Empowerment ◽  
2019 ◽  
Vol 8 (1) ◽  
pp. 1
Author(s):  
R. Siti Aisah ◽  
Lince Sari Dianawati Leatemia
Keyword(s):  
Service Quality ◽  
Comparative Study ◽  
Rate Increase ◽  
Quantitative Approach ◽  
Literary Studies ◽  
Change Rate ◽  
Satisfaction Rate ◽  
Paired Samples ◽  
Before And After ◽  
Wilcoxon Method

This research aims to investigate satisfaction change rate of parents before and after they drop their children at Baiturrahmah Daycare. Implementing the quantitative approach, data is gathered through questionnaire and literary studies. Research hypotheses are tested through the Wilcoxon method by comparing two paired samples. With 5% test rate, the results show that there are no significant parents satisfaction rate increase before and after they drop their children. Furthermore, according to the samples’ opinions, their expectations of the service quality before they drop their children met what service they are provided by the daycare—this discouraged the satisfaction rate increase.

scholarly journals Strategies to Foster Competition for the Market in the Urban Bus Sector in Developing Countries

2020 ◽  
Vol 5 (12) ◽  
pp. 115
Author(s):  
Gabriel Stumpf Duarte de Carvalho ◽  
Rui Cunha Marques
Keyword(s):  
Developing Countries ◽  
Service Quality ◽  
Standard Method ◽  
Limited Capacity ◽  
Competitive Tendering ◽  
Ex Post ◽  
Regulatory Bodies ◽  
Urban Bus ◽  
Bus Services ◽  
Improve Service Quality

Different mechanisms have been adopted by developed and developing countries over the last decades to provide urban bus services. Although competitive tendering has been considered the standard method to procure urban bus services, it cannot be treated as a ready-made solution. Contracts are incomplete by nature and, after the tender, to avoid ex-post opportunism they must be properly monitored. Additionally, developing countries, in general, have weak regulatory bodies and limited capacity to oversee public contracts. This paper aims to review the literature to gather actions that can increase the competition in public tenders and improve service quality during the life of the contract in developing countries.

scholarly journals Merak Port Customer Loyalty

2022 ◽  
Vol 4 (1) ◽  
pp. 10-28
Author(s):  
Sohwa Rizkia Rizal ◽  
Agung Kresnamurti Rivai ◽  
Rahmi Rahmi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Research Data ◽  
Process Research ◽  
Direct Impact ◽  
The Past ◽  
Analysis Technique ◽  
Before And After ◽  
The Relationship

The aim of this research was to examine the direct impact of service quality, trust and customer satisfaction variables on customer loyalty. As well as the indirect effect between service quality and customer satisfaction on customer loyalty through trust variable. This research uses a quantitative approach and data collected using survey with questionnaire as an instrument. The sample of this research are 200 Merak Port customers, that have visited Merak Port at least two times in the past year and have visited Merak Port before and after 2019. The data analysis technique uses SPSS version 22 LISREL 8.8 to analyze and process research data. The hypothesis finding show that only the customer satisfaction variable positively and significantly affect customer loyalty. The trust variable as a mediator in the relationship between service quality and customer satisfaction on customer loyalty shows insignificant results.

scholarly journals How does competitive tendering and contracting affect satisfaction with municipal health and care services?

2016 ◽  
Vol 84 (3) ◽  
pp. 520-538 ◽  
Author(s):  
Marthe Liss Holum
Keyword(s):  
Service Quality ◽  
Municipal Services ◽  
The Public ◽  
Competitive Tendering ◽  
Public Managers ◽  
Care Services ◽  
Service Oriented ◽  
Controversial Topic ◽  
The Relationship ◽  
Municipal Health

In this article, an investigation is made into the relationship between competitive tendering and contracting and satisfaction with health and care services in Norwegian municipalities. There is an ongoing public debate concerning privatization and contracting as a way of providing municipal services. Several studies suggest improved productivity, as well as service quality, as a result. Based on public choice and property rights theories, public organizations are argued to be inefficient. Thus far, we have little knowledge about the effects of competitive tendering and contracting on citizens’ evaluations of the services exposed to competitive tendering and contracting. To explore this, data from the Norwegian Citizen Study, covering over 35,000 individuals, are employed. The findings show that citizens and users are more satisfied with health and care services that are subject to competitive tendering and contracting compared to those provided solely by the public sector. Points for practitioners The findings of this article encourage the competitive tendering and contracting of health and care services. A positive relationship is found between competitive tendering and contracting and satisfaction with these services. Findings provide support for arguments made in Scandinavian evaluations; the introduction of competition and contracting is argued to increase municipal focus on service quality and increase service-oriented care, and is suggested as representing an improvement in attention to the ‘secondary needs’ of residents. This is especially important for public managers in social-democratic countries where the use of competitive tendering and contracting is still a controversial topic.

scholarly journals Analysis Study of The Comparative Quality of Patient Services Before and After Covid-19 Pandemic in Installation of Siloam Hospital TB Simatupang Installation

2020 ◽  
Author(s):  
Dian Agnesa Sembiring ◽  
◽  
Atik Nurwahyuni ◽  
Wahyu Sulistiadi ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Test Reliability ◽  
Quality Of Services ◽  
Test Results ◽  
Five Dimensions ◽  
Before And After ◽  
Patient Service ◽  
Better Than ◽  
Urgent Action

ABSTRACT Background: In the COVID-19 (Coronavirus Disease 2019) pandemic crisis that has hit Indonesia since early March 2020, urgent action is needed to overcome the situation while maintaining and improving relationships with customers so that they are still satisfied with the quality of services in hospitals, especially inpatient services. Since the COVID-19 pandemic, there has been a significant decrease in the number of inpatient visits at Siloam Hospitals TB Simatupang. This study aimed to analyze the comparison of the level of quality of patient service before and after the COVID-19 pandemic in installation of Siloam hospital TB Simatupang installation. Subjects and Method: This was a descriptive observational study conducted at Siloam Hospitals TB Simatupang from September 2020. A sample of 88 patients was selected by purposive sampling. The data was collected by questionnaire. The operationalization of this research variable is service quality, which is measured from five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The data analysis used a series of tests such as validity test, reliability test, descriptive statistics and independent sample T-test. Results: During the COVID-19 pandemic, patients had a better perception than before the COVID-19 pandemic, it can be seen from service quality (Mean= 4.11), while during the COVID-19 pandemic (Mean= 4.250). Conclusion: Quality of services provided in outpatient installations during the COVID-19 pandemic is better than before the COVID-19. Keywords: service quality, COVID-19, outpatient Correspondence: Dian Agnesa Sembiring. Magister Program in Hospital Administration. Faculty of Public Health, University of Indonesia, Depok, West Java. Email: [email protected] DOI: https://doi.org/10.26911/the7thicph.04.23

scholarly journals The impact of applying 5S management method on patient satisfaction in healthcare centers' services

2019 ◽  
Author(s):  
Shadab Shahali ◽  
Massomeh Khajehasani ◽  
Amin Torabipoor ◽  
Kambiz AhmadiAngali
Keyword(s):  
Service Quality ◽  
Community Health ◽  
Community Health Centers ◽  
Health Centers ◽  
Management Approach ◽  
Before And After ◽  
Quasi Experimental ◽  
Health Service Quality ◽  
The Impact

Abstract Background: Improving service quality and increasing clients' satisfaction is the most important aim of the health centers. This study aimed to investigate the effect of implementing the 5S management approach on the service quality provided at community health centers.Methods: This is a quasi-experimental study done with the participation of 220 pregnant women at a health center in Ahvaz in 2018. The quality gap and weaknesses were measured before 5S implementation by using adornment system (5S) checklist and SERVQUAL questionnaire. Interventions were designed and implemented with regard to the system weaknesses and the next evaluation was carried out 2 months after intervention.Results: Based on the findings of this study, the 5S score was 2.4 before the 5S implementation and 4.2 after the intervention. The mean scores of health service quality provided in community health centers significantly differed before and after the 5S implementation (P <0.0001).Conclusions: Implementation of 5S can improve the work environment adornment and the satisfaction of health centers' patients. Therefore, it is advised to use techniques to increase the quality of health centers’ services.

scholarly journals Persepsi Pasien Penyakit Kronis Terhadap Kualitas Dan Kepuasan Pelayanan Sebelum Dan Sesudah Pemberlakuan BPJS Di Unit Rawat Jalan RSH Blitar

2020 ◽  
Vol 23 (3) ◽  
pp. 198-204
Author(s):  
Nikma Fitriasari ◽  
Fajar Juli Nursanti ◽  
Siswanto Siswanto
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Patient Perceptions ◽  
Quality Service ◽  
Cross Sectional ◽  
Outpatient Unit ◽  
Outpatient Visits ◽  
Significant Difference ◽  
Before And After ◽  
Wilcoxon Paired Test

All hospitals in Indonesia are required to serve BPJS patients with quality services. Service quality consists of five dimensions:tangibles, reliability, responsiveness, assurance, and empathy. Quality service increases service satisfaction. Conditions at RSH Blitar showed an increase in outpatient visits by 79.4% after the application of BPJS. This case may lead to changes in service quality. This study identifies the differences in patient perceptions of service quality and satisfaction before and after the application of BPJS. This study applies observational analytic research with a cross-sectional approach. Data collection was from Blitar Hospital Outpatient Unit in April-June 2018. The sample was 66 patients. The Wilcoxon Paired Test indicated a significant difference in perception of service quality and satisfaction before and after the issue of BPJS in outpatients BPJS with chronic illness at RSH Blitar. Abstrak Seluruh rumah sakit di Indonesia wajib melayani pasien BPJS dengan pelayanan yang berkualitas. Kualitas pelayanan dapat dilihat dari lima dimensi, yaitu tangibles, reliability, responsiveness, assurance, dan emphaty. Pada dasarnya, pelayanan yang berkualitas meningkatkan kepuasan pelayanan. Kondisi di RSH Blitar menunjukkan peningkatan kunjungan rawat jalan sebesar 79,4% setelah bekerjasama dengan BPJS. Peningkatan kunjungan ini dapat menimbulkan perubahan pada kualitas pelayanan. Studi ini mengkaji lebih lanjut perbedaan persepsi pasien terhadap kualitas pelayanan dan kepuasan sebelum dan sesudah diberlakukan BPJS. Studi ini adalah analitik observasional dengan pendekatan potong lintang. Pengumpulan data dilakukan di Unit Rawat Jalan RSH Blitar pada bulan April-Juni tahun 2018. Jumlah sampel penelitian adalah 66 pasien. Hasil Uji Paired Wilcoxon menunjukkan adanya perbedaan yang signifikan antara persepsi dengan kualitas pelayanan dan kepuasan pelayanan sebelum dan sesudah pemberlakuan BPJS pada pasien rawat jalan BPJS dengan penyakit kronis di RSH Blitar.

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