levels of service
Recently Published Documents


TOTAL DOCUMENTS

240
(FIVE YEARS 64)

H-INDEX

17
(FIVE YEARS 1)

2022 ◽  
pp. 163-196
Author(s):  
Jeffrey S. Zanzig ◽  
Guillermo A. Francia, III

As technology plays an ever-increasing role in carrying out structured tasks in today's society, people are given more time to focus their attention on higher levels of service and personal development. However, technology is in a constant state of change and assurance services are needed to help ensure that technology changes are accomplished properly. The Institute of Internal Auditors has identified 10 steps that can be used to effectively implement changes in technology. This process and its accompanying internal controls can be assessed through an internal audit function that considers issues of both functionality and security. In addition, continuous improvement of the change management process for technology can be evaluated though capability/maturity models to see if organizations are achieving higher levels of accomplishment over time. Such models include the COBIT 2019-supported capability maturity model integration (CMMI) model and the cybersecurity maturity model certification (CMMC) framework used by defense industrial base organizations.


Author(s):  
Thowayeb H. Hassan ◽  
Amany E. Salem

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.


Author(s):  
Carla Tierney-Hendricks ◽  
Megan E. Schliep ◽  
Sofia Vallila-Rohter

Purpose: Best practices in the field of aphasia rehabilitation increasingly acknowledge a whole-person approach that values interventions aimed at reducing impairments, while also recognizing the impact of aphasia on participation and quality of life. Guided by the Consolidated Framework for Implementation Research (CFIR), this study aimed to examine whether current clinical practices along levels of service provision reflect this whole-person, multifaceted approach. Method: Speech-language pathologists (SLPs) in the United States who provide intervention to people with aphasia across the continuum of care completed this cross-sectional online survey. Current outcome measurement and treatment practices were evaluated within the Living With Aphasia: Framework for Outcome Measurement via multiple-choice and open-text response questions. Data were analyzed descriptively and using ordinal logistic regression models to compare clinical practices along levels of service provision. Results: Data from 90 SLPs revealed that language and cognitive skills are assessed with equal consistency across clinical settings; however, functional communication, participation, and quality of life domains are prioritized in settings providing care to clients within the community. Psychological well-being is rarely assessed within clinical practice along most of the rehabilitation process and prioritized within the university clinic setting when clients are in the chronic stage of recovery. Conclusions: Clinical practices related to a multifaceted approach to aphasia intervention are variable across levels of service provision. Further exploration of barriers and facilitators to multifaceted aphasia care along the domains of the CFIR is needed to provide an informed approach to implementing change.


2021 ◽  
pp. 1-26
Author(s):  
Josie Henley ◽  
Alexandra Hillman ◽  
Ian Rees Jones ◽  
Bob Woods ◽  
Catherine Anne MacLeod ◽  
...  

Abstract It is estimated that a third of people in the United Kingdom with signs of dementia are living without a formal diagnosis. In Wales, the proportion is nearly half. Some explanations for the gap between prevalence of dementia and number of diagnoses include living with a long-term partner/spouse and systemic barriers to diagnosis. This study recruited participants from the Cognitive Function and Ageing Studies-Wales (CFAS-Wales) cohort, randomly selected from people aged over 65 living in two areas of Wales, who met study criteria for a diagnosis of dementia and did not have a record of a formal diagnosis in general practice records. We aimed to understand more about the contexts and circumstances of people who live with and cope with cognitive difficulties without having a formal diagnosis of dementia. We conducted qualitative interviews with six participants and their spouses, and additionally with four family members of three invited people who were unable to take part. Themes were generated using thematic analysis. We present the argument that there is an adaptive response to low service levels and a complex interaction between the expectations of levels of service, perceptions of the legitimacy of cognitive problems and the right to make demands on services. This paper concludes that more could be done to address barriers to diagnosis and treatment services for those living with symptoms of dementia, but that the value placed on diagnosis by some individuals might be lower than anticipated by government policy.


2021 ◽  
Vol 147 (11) ◽  
pp. 04021080
Author(s):  
Junxuan Zhao ◽  
Hao Xu ◽  
Yibin Zhang ◽  
Yuan Tian ◽  
Hongchao Liu

Facilities ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Oliver Tannor ◽  
Elvis Attakora-Amaniampong ◽  
Williams Miller Appau

Purpose This study aims to assess the satisfaction of users with outsourced facility management (FM) services in multi-tenant shopping malls (SMs) in Accra, Ghana. Design/methodology/approach This study measured user satisfaction (US) with 15 FM services using the perception of internal users about the attitude and courtesy of the personnel who provide the services, the reliability of the services, their responsiveness and their competence. This study used survey data from 117 users who have actively used these services for at least 12 months using structured questionnaires. The data was descriptively analysed to assess the perceived satisfaction of the users in five SMs. Findings The results showed that users were satisfied with the delivery of all 15 services (each had a mean above 3.0 which is the benchmark satisfaction point). The findings also showed high levels of service quality with the four dimensions of satisfaction investigated. Originality/value This study demonstrates US with outsourced FM services for multi-tenant SMs in Ghana. Practically, property owners, potential investors and other stakeholders can rely on the findings for effective FM strategy decision-making. Facility managers can rely on these findings to review their service delivery for the better.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiju Antony ◽  
James Lancastle ◽  
Olivia McDermott ◽  
Shreeranga Bhat ◽  
Ratri Parida ◽  
...  

PurposeThe purpose of this paper is to conduct an empirical study derived from the previous literature from the perspective of benefits, tools and techniques, continuous improvement (CI) and quality improvement (QI) methodologies and critical failure factors (CFFs) of Lean and Six Sigma (SS) in the national health service (NHS).Design/methodology/approachA literature review was carried out to identify previous findings, empirical data and critical variables concerning Lean and SS in healthcare for over ten years. Second, primary research in quantitative surveys and qualitative interviews was carried out with 110 participants who have experience using Lean and SS in the NHS.FindingsLean and SS have evolved into common practices within the NHS and now have an established list of tools and techniques frequently employed by staff. Lean and SS are considered robust CI methodologies capable of effectively delivering extensive benefits across many different categories. The NHS must overcome a sizable amount of highly important CFFs and divided organizational culture.Originality/valueThis paper has developed the most extensive empirical study ever produced on Lean and SS in the NHS and has expanded on previous works to create new and updated research. The findings produced in this paper will assist NHS medical directors and practitioners in obtaining up-to-date insight into Lean and SS status in the NHS. The paper will also guide the NHS to critically evaluate their current CI strategy to ensure long-term sustainability and deliver improved levels of service to patients.


2021 ◽  
Author(s):  
Getahun Fenta Kebede

Abstract Ethiopia is one of the rapidly urbanizing countries in Africa and rural-urban migration is the major factor in the urbanization process. Migration is selective and rural youth are more likely to migrate to cities than others. However, the capacity of cities to accommodate the massive influx of migrants by providing formal employment is limited. Consequently, migrants remain marginalized and without access to employment opportunities. The majority are pushed into self-employment in the informal sector with few entrepreneurial skills and no access to affordable finance. Besides, though Ethiopia has shown economic growth, the challenges posed by a fast-growing young population has increased urban inequality, making the youth vulnerable. Despite such challenges, harnessing the benefits of the youth bulge and promoting inclusive development through the promotion of entrepreneurship has become a priority area since 1990s. Although improvements have been made, entrepreneurship programs are unable to reach the unemployed youth and those engaged in informal sector. The objective of this paper is to explore barriers that hinder the youth to formalize informal businesses and to start new businesses. The study followed a qualitative approach. Data were collected through key informant interviews and focus group discussions from four cities-Addis Ababa, Adama, Bahir Dar and Hawassa. The findings show that several bottlenecks including politicization of entrepreneurship, lack of understanding of the nature and demands of the youth; weak instructional systems; low levels of service capacity and inefficiency; lack of entrepreneurship education, youth negligence, and corruption hinder entrepreneurship programs and thereby attaining inclusive development in Ethiopia.


2021 ◽  
Vol 23 (2) ◽  
Author(s):  
Yueying Huo ◽  
Jinhua Zhao ◽  
Xiaojuan Li ◽  
Chen Guo

The concept of level of service (LOS) is meant to reflect user perception of the quality of service provided by a transportation facility or service. Although the LOS of bus rapid transit (BRT) has received considerable attention, the number of levels of service of BRT that a user can perceive still remains unclear. Therefore, in this paper, we address this issue using fuzzy clustering of user perception. User perception is defined as a six-dimension vector of the perceived arrival time, perceived waiting time, bus speed perception, passenger load perception, perceived departure time, and overall perception. A smartphone-based transit travel survey system was developed, with which user perception surveys were conducted in three BRT systems in China. Fuzzy C-Means clustering, improved using a simulated annealing genetic algorithm, was adopted to partition user perception into two to ten clusters. Seven cluster validity indices were used to determine the appropriate number of LOS categories. Our results indicate that users can perceive two to four levels of service.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Hasan Ashraf ◽  
Mehmet G. Yalcin ◽  
Jiayuan Zhang ◽  
Koray Ozpolat

PurposeThird-party logistics (3PL) companies have experienced an explosion of volume during coronavirus disease 2019 (COVID-19). Special tiers have been introduced to provide differentiated levels of service to the customers. However, such changes in an organization reveal and intensify tensions known as paradoxes. The purpose of this research is to identify what paradoxes emerged or have become more salient specifically due to COVID-19 in 3PLs' ground operations and how they are dealt with by ground operation managers.Design/methodology/approachThis is a qualitative study conducted in two phases. Phase one utilizes a questionnaire approach to identify the paradoxes within the 3PLs operating in the USA. Phase two, conducted six months after phase one, follows an in-depth one-on-one interview approach. NVivo 12 is employed to analyze the interview data.FindingsThe results show that new paradoxes did in fact emerge due to the COVID-19 and are mostly related to the performing paradox category. Findings from in-depth interviews show that the 3PL managers focus on keeping safety as priority to manage COVID-19 related paradoxes, along with modifying operational plans, improving communication, investing in training, optimizing hub network, introducing modified/new methods and adapting modified human resource policies.Originality/valueThis paper is among the first known to identify paradoxes within the 3PL operations during the COVID-19 and provides insights into how these paradoxes are dealt with at mid-management level. Findings of this study provide foundations for the development of a theoretical framework on handling paradoxes within 3PLs.


Sign in / Sign up

Export Citation Format

Share Document