A Model For Achieving Quality in Hospital Hotel Services

Randall, Lyn; Senior, Martin

doi:10.1108/09596119410052161

Cited by 44 publications

(26 citation statements)

References 5 publications

(3 reference statements)

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“…Especially, in the South Asian Region, Sri Lanka has been ranked the best one in terms of electrification rate (Central Bank Report, 2013). Meanwhile, as a whole, public sector organizations have been stressed to deliver quality services and improve efficiencies (Randall & Senior, 1994;Robinson, 2003). In addition, Since Sri Lanka has gained independence in 1948, the public sector has undergone a number of transformations.…”

Section: Background Of the Studymentioning

confidence: 99%

Service Quality Dimensions of Electricity Services: Evidence from Electricity Board in Sri Lanka

Achchuthan¹,

Nadarajah²,

Jayasundara³

2014

ASS

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The paper tries to develop an empirical model of service quality in terms of electricity services that may form a basis for a better understanding of its determinants. Specifically, it's aimed to identify the dimensions of service quality of electricity services provided by the Ceylon Electricity Board located in Badulla District. The study employs exploratory factor analysis (EFA) and the service quality dimensions are identified using it as an independence technique. Data were collected by a structured questionnaire that consists of two sections as Part A and B. A total of 300 usable responses (n =300) were obtained through simple random sampling technique. The model consists of five dimensions such as tangibility, empathy, responsiveness, reliability, and assurance that have been detected by exploratory factor analysis. Further, results revealed that dimensions extracted from the analysis accounted for 62.899 percent of the total variance. While the study limits to the electricity services provided by the public sector organization based in Badulla district, the findings introduce the dimensions of service quality for electricity services, which may be a base for other scholars.

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Section: Background Of the Studymentioning

confidence: 99%

Service Quality Dimensions of Electricity Services: Evidence from Electricity Board in Sri Lanka

Achchuthan¹,

Nadarajah²,

Jayasundara³

2014

ASS

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Section: Uvodunclassified

“…Strateško planiranje programa za unapređenje kvaliteta i kvantiteta posvećivanjem vrhunskoj proizvodnji robe i usluga, postaje sve više od suštinske važnosti za dobrobit nacionalne ekonomije i sposobnosti efektivne borbe na globalnom tržištu (Bateson, Hofman, 2011). Čak i preduzeća u javnom sektoru, nalaze se u situacijama da, pod pritiskom, moraju da isporuče potrošačima viši kvalitet usluge, kao i da poboljša-ju svoju e kasnost (Randall and Senior, 1994 Međutim, u praksi, implementacija kvaliteta usluga u javnom sektoru je spora, a dodatni problem predstavljaju standardi merenja kvaliteta u javnim preduzećima. Pre više od dve decenije, Czepiel (1990) je zaključio da istraživanje o kvalitetu usluga mora da obuhvati stavove i isporučioca i korisnika usluga.…”

Section: Uvodunclassified

Research on customer satisfaction with the quality of services provided by public utilities of the city of Belgrade

Zivkovic¹,

Stanković²,

Ilić³

et al. 2014

Marketing

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UVODUslužna industrija ima sve važniju ulogu u ekonomiji velikog broja zemalja. Strateško planiranje programa za unapređenje kvaliteta i kvantiteta posvećivanjem vrhunskoj proizvodnji robe i usluga, postaje sve više od suštinske važnosti za dobrobit nacionalne ekonomije i sposobnosti efektivne borbe na globalnom tržištu (Bateson, Hofman, 2011). Čak i preduzeća u javnom sektoru, nalaze se u situacijama da, pod pritiskom, moraju da isporuče potrošačima viši kvalitet usluge, kao i da poboljša-ju svoju e kasnost (Randall and Senior, 1994;Robinson, 2003; Prabha Ramseook-Munhurrun i drugi, 2010).Međutim, u praksi, implementacija kvaliteta usluga u javnom sektoru je spora, a dodatni problem predstavljaju standardi merenja kvaliteta u javnim preduzećima. Pre više od dve decenije, Czepiel (1990) je zaključio da istraživanje o kvalitetu usluga mora da obuhvati stavove i isporučioca i korisnika usluga. Većina dostupnih istraživanja ograničena je na samo jednu perspektivu, a takav metodološki pristup u potpunosti zanemaruje ponašanje zaposlenih koje utiče na percepciju potrošača i kvalitet usluga u preduzeću (Zeithaml and Bitner, 2000). Zaposleni uključeni u proces pružanja usluga u velikoj meri mogu da pruže vredne informacije za poboljšanje kvaliteta usluga. Kao dalji dokaz složenosti merenja kvaliteta usluge, možemo navesti primer produktivnosti i stepena obrazovanja zaposlenih u javnom sektoru, kao i rada javnih preduzeća, što je veoma teško izmeriti.Podizanje nivoa obrazovanja i obučavanja zaposlenih u javnom sektoru, može se realizovati putem treninga i edukacija, usmerenih ka podizanju kvaliteta obavljanja dnevnih aktivnosti u interakcijama sa klijentima (bolji kvalitet usmene i pisane komunikacije, veća e kasnost obavljanja poslovnih operacija merena bržim vremenom protoka klijenata, veća efektivnost obavljanja poslovnih). Prema istraživanju iz 2012.godine (Savić Tot, Tot, Sajfert, 2012), 54,3% zaposlenih u javnim preduzećima u Srbiji, smatralo je da nije nisu dobili adekvatan trening prilikom prijema na svoje radno mesto, dok je 45,7% izjavilo suprotno. Sa druge strane, prema istom istraživanju, 64,8% ispitanika izjavilo je da im se organizuju dodatne obuke i edukacije, 22,5% izjavilo je suprotno, dok čak 12,7% nije znalo odgovor na pitanje. Podaci navode na zaključak da treba ispitati stepen informisanosti zaposlenih u javnom sektoru, po pitanju značaja, potrebe i organizovanja treninga i edukacija na radnom mestu.Apstrakt: Tržišni uslovi izraženog monopola, u kojima su javna preduzeća nekada poslovala, presudno su diktirali i sam način poslovnog razmišljanja ovih preduzeća. Međutim, promene u okruženju, kao što su intenziviranje konkurencije i promene potreba i zahteva potrošača, zahtevaju napuštanje zastarele i prihvatanje nove poslovne orijentacije. Danas su javna preduzeća u poziciji da kreiraju i ponude tržištu usluge višeg nivoa kvaliteta, zasnovano na boljoj i intenzivnijoj komunikaciji sa svojim potrošačima. Poslovanje javnih preduzeća prati regulacija javne uprave, odnosno ograničenja u pogledu izbora st...

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“…The growth of the service sector offers both business opportunities as well competitive threats for many service marketers (Ostrowski, O'Brien, & Gordon, 1993) which is also the case for the air travel industry. However, the business opportunities provided by the growth of the service industry have made excellent service quality and high customer satisfaction important issues to focus on (Hung, Huang, & Chen, 2003;Ramseook-Munhurrun & Lukea-Bhiwajee, 2010) both in the public and private sector (Zahari, Yusoff, & Ismail, 2008;Randall & Senior, 1994;Robinson, 2003).…”

Section: Service Quality and Air Travel Industrymentioning

confidence: 99%

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Adeniran¹,

Adekunle²

2016

IJMS

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This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.

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A Model For Achieving Quality in Hospital Hotel Services

Abstract: An effective tool for measuring customer satisfaction involves customers, management and front-line staff.

Cited by 44 publications

References 5 publications

Service Quality Dimensions of Electricity Services: Evidence from Electricity Board in Sri Lanka

Service Quality Dimensions of Electricity Services: Evidence from Electricity Board in Sri Lanka

Research on customer satisfaction with the quality of services provided by public utilities of the city of Belgrade

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

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