use of digital tablets eases the way to compassionate care during the COVID-19 pandemic

Objective: A patient communication program was implemented as a response to hospitals visiting restrictive policies during the COVID-19 pandemic. The aim of the program was to facilitate communication between patients and families, mainly through the use of digital tablets; thus program performance was evaluated by selecting the number of calls performed, the average call time, and the percentage of patients that used the program more than once. Methods: A communication service for hospitalized patients who did not have access to a personal electronic device or were unable to use their electronic device was launched at different MUHC hospitals. A dedicated team of re-deployed employees was available to help patients connect with their loved ones using a hospital tablet or telephone. Results: A total of 806 calls were performed between April and November 2020. Eighty one percent of the calls were performed during the non-visitors policy implementation, being video calls preferred over phone calls. The average call time was 15 min, 34% of the patients had a video call with their loved one more than once and 40% of the calls were performed in the intensive care unit. Conclusion: The patient communication program can be described as a new delivery model of compassionate care. It was effective, helped reduce patients’ isolation and met the needs of family members and caregivers during the hospital non-visitors policy directed by the Ministère de la Santé et des Services Sociaux de Québec during the Covid-19 pandemic.

A Pilot Study of Brand Loyalty in Generation Y of Technical and Vocational Education Training Colleges

Objective - In an increasingly changing and dynamic South African higher education landscape, institutions must communicate their brand to stakeholders to perceive the institution as offering quality services,to have a loyal stakeholder. However, thereseemsto be little attention devoted to the influence of brand communication, brand satisfaction and service quality on brand loyalty in higher education, particularly in the Technical and Vocational Education and Training (TVET) sector. Considering this view, and noting that prior research on brand loyalty in the service sector has shown a connection between brand communication, service quality, brand satisfaction and brand loyalty, it is unknown if a similar correlation is found in the South African TVET sector. Therefore, it is necessary to investigate Generation Y students' views of brand communication, brand satisfaction and service quality in the TVET sector throughout the Gauteng Province of South Africa.As a result, this paper summarises the findings of a pilot study to establish the validity and reliability of a questionnaire used to examine Generation Y students' perceptions of brand communication, brand satisfaction and service quality related to brand loyalty in Gauteng TVET colleges. Methodology/Technique - The variables for the paper were derived from previously established questionnaires. A section of the questionnaire asked students about their views of a TVET's brand communication. Additionally, there were questions concerning the quality of service, brand selection and brand loyalty. Finally, all scale items were modified to be more contextually relevant.The questionnaire used a six-point Likert scale, with 1 indicating strong disagreement and 6 indicating strong agreement. The questionnaire was piloted with a convenience sample of 50 students not included in the primary study's sampling frame. Finding - The overall number of respondents (46) was insufficient to undertake extensive statistical testing. As a result, only frequency and correlation coefficients were computed. Correlation analysis revealed a substantial association between brand loyalty and the variables that influence it. All had a strong association between brand loyalty and brand communication, service quality and brand loyalty and satisfaction. Additionally, there were substantial correlationsbetween service quality and brand satisfaction and between service quality and brand communication. Correlation coefficients between constructs ranged from 0.294 to 0.781. This demonstrates that these constructs do not correspond to the same concept. As a result, all construct items were kept for use in the main study. Novelty - The results from the pilot study provides preliminary support for the hypothesised relationship between brand loyalty and its predictors. Marketers and service organisations need to recognise that the future patronage of a service organisation depends on loyalty. Type of Paper - Empirical Keywords: Brand Communication; Service Quality; Brand Satisfaction; Brand Loyalty; Technical and Vocational Training JEL Classification: M31, I23, I29

Impact of Outsourcing on Effectiveness of Call Center Services

Call center is the frontline of communicating with customers. This paper reports the findings of a survey on service effectiveness of call center operations of mobile communication service providers in Turkey that either use in-house or outsourcing method. The primary objective of this paper is to explore how the customers of mobile communications service provider companies perceive the inbound call center processes for speed, easiness of use, first call resolution, effective inquiry and in doing that what qualities they display. For this purpose a survey was conducted with the customers who use call centers either to make an inquiry or to complain about the services. The aims were: to specify the typical behavior of mobile communications service users; how the firms handle inquiries or complaints; if they solve the problems for good and in what time or how long it takes to get an answer practically useful; to reveal the speed and timeliness of the processes. The survey was conducted with the mobile phone users in a highly populated area of Istanbul.

Communication Bandwidth Prediction Technology for Smart Power Distribution Business in Smart Parks

Accurate prediction of power business communication bandwidth is the premise for the effectiveness of power communication planning and the fundamental guarantee for regular operation of power businesses. To solve the problem of scientifically and reasonably allocating bandwidth resources in smart parks, communication bandwidth prediction technology of intelligent power distribution service for smart parks is proposed in this paper. First, the characteristics of mixed service data arrival rate of power distribution and communication mixed services in smart parks were analyzed. Poisson process and interrupted Poisson process were used to simulate periodic and sudden business of smart parks to realize accurate simulation of the business arrival process. Then, a service arrival rate model based on the Markov modulation Poisson process was constructed. An active buffer management mechanism was used to dynamically discard data packets according to the set threshold and achieve accurate simulation of the packet loss rate during the arrival of smart park business. At the same time, considering the communication service quality index and bandwidth resource utilization, a business communication bandwidth prediction model of smart parks was established to improve the accuracy of business bandwidth prediction. Finally, a smart power distribution room in a smart park was used as an application scenario to quantitatively analyze the relationship between the communication service quality and bandwidth configuration. According to the predicted bandwidth, the reliability and effectiveness of the proposed method were verified by comparison with the elastic coefficient method.

The Effect of Baby Food E-Store Image (for Ages 0–3) on Consumers’ Purchase Intention

This research aims to investigate the influence of baby food e-store image (for ages 0–3) on consumers’ purchase intention, mainly based on the stimulus-organism-response (S-O-R) model. Perceived value is additionally tested as a mediator of the relationship between baby food e-store image and consumers’ purchase intention. An online questionnaire survey was conducted among consumers of baby food e-stores that specialize in ages 0–3. The final sample comprised 584 valid responses. To test the hypotheses in the relationships among latent variables, structural equation model analysis was used in this study. The findings showed that design image, order fulfillment image, communication service image, and security image of baby food e-stores have positive effects on consumers’ perceived value, while perceived value mediates the relationship between baby food e-stores and consumers’ purchase intention. As a result, more perceived value would be created between online stores and their consumers with a higher level of value. Two managerial implications derived from this study explain how to manage baby food e-stores and how to promote online baby food undertakings. Particularly, consumers’ perceived emotional and functional value can be shaped by four dimensions of baby food e-store image, e-store design image, order fulfillment image, communication service image, and security image, which finally determines their purchase intentions. The originality and value of this study enriches the importance of consumers’ perceived value in the field of online store image. Moreover, this study demonstrates that baby food e-store image increases consumers’ perceived value and purchase intention.

STRATEGI KOMUNIKASI PETUGAS BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN CABANG PADANG MENUJU PELAYANAN PRIMA

One of the basic human needs that is guaranteed by the government of a country is health insurance. In Indonesia, the state business entity designated to provide health services for all Indonesians is the Health Social Security Administration (BPJS) which has spread throughout the regions. In providing services to participants, a communication strategy is needed that is in accordance with the needs of the participants. This study will provide a description of the communication strategies used by BPJS Kesehatan Padang Branch in providing public services to JKN-KIS participants. This study used a descriptive qualitative method with data collection using interview methods and documentation sources. The results of this study show that the services provided are in accordance with Law Number 25 of 2009 concerning Public Services which is then developed through trainings provided to service officers (frontliners) who directly face JKN-KIS participants so that the expected services are in accordance with participant needs. The public services provided are also supported by appropriate facilities and infrastructure, both verbal and non-verbal communication facilitiesKeyword : BPJS Kesehatan, Health Communication, Service Excellent.