343 Preparing a quality animal care and use protocol

Objectives in preparing a quality animal care and use protocol (AUP) revolve around the creation of a document that meets federal and institutional regulatory guidelines and that provides adequate detail for members of the institutional animal care and use committee to determine whether animal care and use procedures are justified and humane. Generally, either the Public Health Service Policy on Humane Care and Use of Laboratory Animals or Guide for the Care and Use of Agricultural Animals in Research and Teaching will serve as a guide for preparing AUPs. In addition, AUPs are publicly accessible; therefore, a section of the document must be written such that the lay public can easily read and understand what will happen to the animals and why. Well-written, thorough protocols must include: 1) USDA/Animal Welfare Act pain/distress category; 2) signed certification that the principal investigator, co-principal investigators and all personnel whose names appear on the AUP understand and will adhere to the requirements associated with the animal procedures to be employed and accept that they are under federal and institutional regulatory authority; 3) the work with animals is restricted specifically to what is approved in the official AUP. Specific work-related sections of the AUP should include 1) names and contact information of the principal and co-principal investigators and animal care contact personnel; 2) a lay summary that describes the purpose of the work and what specifically will happen to the animals; 3) detailed description of animal procedures and experimental design, including species, numbers, age and sex of animals; 4) animal procurement and maintenance information; 5) animal transfer and euthanasia procedures; 6) pharmaceutical/chemical agents to be administered; 7) qualifications and experience of all personnel; 8) emergency contacts and procedures; 9) complete description of surgical procedures; 10) arrangements for veterinary care.

Relationship Between Hospital Image With Patient Loyalty In Hospitalized Patients

This research was conducted at Hospital X from May to June 2019, which aims to determine the relationship between hospital image and patient loyalty with the hospital image variables studied were Corporate Identity, Physical Environment, Contact Personnel, and Service Offering. This research uses a quantitative analytic research design with a cross-sectional approach. The population in this study was inpatients at Hospital X in May 2019. The sample in this study was 99 respondents, and the sampling technique was purposive sampling. For data analysis, this study uses the chi-square test. The results of this study are there is a relationship between Corporate Identity (company identity) with patient loyalty (p = 0.008), Contact Personnel (service provider) with patient loyalty (p = 0.019), and Service Offering (services provided) with patient loyalty ( p = 0.005). There was no relationship between Physical Environment (patient's physical environment) and patient loyalty (p = 0.710).

Customer engagement, non-transactional behaviors and experience in services

Purpose The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty). Design/methodology/approach To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks. Findings Results confirm bank customer engagement as the mediating variable between customer experience outcomes and non-transactional behaviors. Practical implications Banks should design physical spaces with an atmosphere that will have a positive impact on their customers, and pay particular attention to interactions with contact personnel and other customers present at that moment of truth. The new concept of the branch now being introduced looks to the future, transforming it into a place to attend to and advise customers, and designed to encourage and facilitate a more personal and enduring relationship. This transformation includes longer opening hours and a concept that appears to draw from the store model. Its design is more accessible, more agile, more welcoming and more digital, conceived to attract the customer’s attention from the first moment. Originality/value The contribution of this research is related to the analysis from a theoretical and empirical perspective of the mediating impact of customer engagement between customer experience outcomes (satisfaction and emotions during the service) and non-transactional behaviors (advocacy and attitudinal loyalty).

Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels

This study developed and empirically tested a model to explore the relationships between contact personnel, physical environment, service quality, relationship quality, service innovation, and customer loyalty in Indonesia five-star hotels. Structural equation modeling was conducted on data collected from 596 hotel guests staying at five-star hotels in Jakarta, Indonesia. Results indicated significant relationships between contact personnel and service quality, service quality and customer loyalty, and the moderating effect of service innovation on the interaction of service quality and customer loyalty. It is important for hotel management to focus on service excellence, as it will transpire into guest satisfaction, trust, and commitment from the customer, thus, enhancing the relationship quality between the customer and the hotel. This study demonstrated that service innovation can allow the hotel industry to see beyond the silo mentality of good service and focus on greater value proposition in the business model to increase customer loyalty.

Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

PENGUKURAN KUALITAS LAYANAN DALAM BIDANG PENDIDIKAN TINGGI

The service industry plays an important role in a nation's economy including higher education services. The performance of the quality of higher education services is determined by the quality of service delivery provided to the students. Quality of service in education is determined by the extent to which student needs and expectations can be met. How well students will later perceive the quality of their educational services will greatly contribute to the continuity of universities in the dynamics of long-term competition. The purpose of this study was to examine and analyze how the quality of service of Maranatha Christian University is viewed from the gap between the service experienced and the expected service. The service quality measurement instrument uses seven factors: contact personnel (faculty/ lecturer), reputation, physical evidence, contact personnel (administration), curriculum, responsiveness, and access to facilities. The technique used is simple random sampling with 418 respondents. Measurement instruments are tested using validity test, reliability test, and Importance and Performance Analysis (IPA). Based on the results of data processing using IPA five things that have not been matched as expected by the student when the five things are considered important by students. These are classroom arrangement, classroom comfort, immediate announcement notice, availability of parking space, and availability of access to nonclassroom learning. Keywords: IPA; Service Quality

Services branding triangle

Purpose – The purpose of this paper is to examine customer, management, and contact personnel perceptions of consumer-based brand equity (CBBE) and its dimensions utilizing a services branding triangle framework in the banking industry. Design/methodology/approach – Data were collected from customers, managers, and contact personnel of three types of banks in Turkey – state, private, and foreign. Findings – The study finds significant external branding gaps between the perceptions of managers and customers and interactive branding gaps between the perceptions of contact personnel and customers, but no internal branding gaps between the perceptions of managers and contact personnel with respect to CBBE dimensions. Research limitations/implications – The sample was limited to Turkish adult citizens of a single major metropolitan area in Turkey and bank personnel in three cities. Originality/value – The services branding triangle framework used in this study allows service brand managers to understand not only the differences in the perceptions of brand equity dimensions of bank customers, managers, and contact personnel, but also provides an opportunity to identify the external, internal, and interactive branding gaps of each of the brand equity dimensions. The findings provide an empirical test for the three promises theory and identifying potential branding gaps resulting from differences between consumer, management, and contact personnel perceptions of CBBE and its dimensions. The paper discusses the implications of the findings in developing a strong services brand and brand equity.

DETERMINANTS OF THE CUSTOMER'S PERCEPTION OF INNOVATIVENESS: AN INVESTIGATION IN EDUCATIONAL SERVICES

The purpose of this study is to identify informational elements used in customers' perceptions of a service organisation's innovativeness, specifically in the context of higher education. With data collected from 445 university students, the results show that the information is related to service offering and contact personnel. Essentially, it is possible to say that core service (curriculum) goes along with main staff responsible for providing core service (faculty members). These two inseparable elements exert a predominant effect on customers' perception of innovativeness. For a higher education institution, it is obvious that the key role of the training provided should be highlighted in the institution's strategy to influence or modify the decisions of various groups. Support staff responsible for providing peripheral services should not be neglected in this strategy because of their inherent role in the process of core service delivery. The limitations and research implications of the reported study are also discussed.