Paper aims: To analyze service levels offered in a highway toll plaza and to test the influence of operational and human factors on manual customer service. Originality: The methodology is an approach which involves systematic and efficient examination of multiple factors. This approach has been widely used in multiple areas; however, little research has been done on experiments in the area of transportation. Research method: Design of Experiment (DOE) and Computation Modeling and Simulation. Main findings: The association of the two methods allowed the development of a more robust empirical model of the customer service process. We have also verified that the human agent interacts and interferes in the manual payment process. Implications for theory and practice: To contribute to the very important debate that surrounds service processes. The research showed that there are alternatives and improvements that can be applied and to serve as basis for transportation policies.
Abstract:In order for a new product to achieve the expected success, it is necessary that the author of the project's design be able to offer a service with quality and in accordance with what the client expects. However, due to the unique characteristics of the services, it is difficult to measure their quality. Due to this difficulty, the SERVQUAL tool was developed, aiming to quantify the quality of the service provided by comparing expectations and perceptions of customers. The main objective of this research is to evaluate the quality of the services provided by a product development organization using the SERVQUAL tool. Therefore, through a case study, 37 of the studied company clients received a questionnaire. The main results of the research were the validation of the use of the SERVQUAL as a tool to evaluate the quality of the services of a product development company, the reliability dimension has the greatest discrepancy between expectations and perceptions, and the empathy dimension represents the strength of the organization studied.
Objectives: In European hospitals, budgetary pressure is driving centralized purchasing and increasing the importance of procurement in market access. Centralized purchasing is thought to lead to cost savings through stronger negotiating power, economies of scale and reduced inventory. The objective of this study was to understand the procurement methods for disposable medical devices employed by European hospitals and their impact on market access. MethOds: A review of hospital purchasing practices was conducted in France, Germany and England, including published articles and government websites. Twelve 45-60 minute telephone interviews were conducted with hospital decision makers (purchasers, pharmacists and clinicians) in 2013. Results: Most disposable medical devices are evaluated at the facility level by committees made up of clinicians, procurement specialists, pharmacists and management. France and Germany require listing on the facility formulary and typically procure via tendering and group purchasing. England has a national procurement body but hospitals regularly purchase products directly from the manufacturer. All three countries report that austerity measures are causing many facilities to limit the number of products per category. Product trials and clinician preference are seen as the main drivers of adoption however clinicians are under increasing pressure to justify costs. Hospital purchase decisions are increasingly likely to be based on non-product specific attributes such as total cost of purchasing including volume discounts, broad portfolio of products, and administrative costs. cOnclusiOns: In the current environment, market access for disposable medical devices will require a strong economic argument in addition to evidence of superior quality. Although clinicians still drive the adoption of consumable medical devices, in the absence of a strong clinician preference, non-product specific attributes may determine market access. Manufacturers can support their economic messaging along categories of inventory reduction and a broad portfolio of products that allows for administrative efficiencies and reduced shipping costs.Objectives: The Portuguese National Health System (NHS) identified the need to easily access information that allowed identification of all medical devices (MDs) with their respective manufacturers, distributors, characteristics, and purposes. The objective of the creation of an information system is to collect, store and analyze data of each MD and to provide NHS resources management, health technology assessment (HTA), as well as data about the Portuguese market. MethOds: A system consisting of a database that is a repository, and an application system that stores the information was built. For the registry of information all MDs should disclose their respective instructions of use, labels and price. The concept of unique medical device and a process to assign a code to each device was designed, and tested by collecting data from NHS acquisitions. The prescription of medi...
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