Effects of service quality dimensions including usability on perceived overall quality, customer satisfaction, and return intention in different hospital types

Çalışır, Fethi; Bayraktaroglu, Ayse Elvan; Gümüşsoy, Çiğdem Altın; Kaya, Burcu

doi:10.1504/ijaom.2014.066829

Cited by 16 publications

(14 citation statements)

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“…Essa dimensão representa o desempenho do transporte público no aspecto das instalações fıśicas, a condição do interior, exterior e motor do veıćulo, abrigo e terminais (Bakti e Sumaedi, 2015;Parasuraman et al, 1991). O resultado encontrado está de acordo com os estudos de Calisir et al (2014) e Leong et al (2015), que também encontraram relação positiva e signi'icativa entre as variaveis. Gestores do transporte público devem se manter atentos às condições fıśicas dos veıćulos, instalações e equipamentos.…”

Section: Discussionunclassified

“…Se esses tangıveis forem inadequados, indisponıveis ou em más condições, os clientes não se sentirão satisfeitos com o serviço do transporte público. Estudos empıŕicos mostraram um efeito positivo da dimensão tangıvel na satisfação em diversos tipos de serviços em companhias aéreas (Leong et al, 2015), hospitais (Calisir et al, 2014), bancos (Yilmaz et al, 2017) e cassinos (Shi et al, 2014). Portanto, a segunda hipótese de pesquisa é formulada: H2: A dimensão Tangıveis tem um efeito positivo na satisfação do usuário de transporte público.…”

Section: Confortounclassified

“…Estudos empıŕicos mostraram um efeito positivo da dimensão con'iabilidade na sa-tisfação em diversos tipos de serviços, como companhias aéreas (Leong et al, 2015), hospitais H1: A dimensão conforto tem um efeito positivo na satisfação do usuário de transporte público. (Calisir et al, 2014), bancário (George e Kumar, 2014), cassinos (Shi et al, 2014), entre outros. Portanto, a quarta hipótese proposta é: H4: A dimensão Confiabilidade tem um efeito positivo na satisfação do usuário de transporte público.…”

Section: Con Iabilidadeunclassified

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Efeitos das dimensões da qualidade do serviço na satisfação do usuário do transporte público

et al. 2020

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O objetivo deste trabalho é investigar quais atributos da qualidade do serviço do transporte público influenciam na satisfação dos seus usuários. Especificamente, é examinado o efeito das dimensões conforto, tangível, pessoal e confiabilidade na satisfação do usuário do transporte público. A abordagem do estudo é quantitativa, de caráter descritivo e com corte transversal. Os dados empíricos foram coletados por meio de um survey, e a amostra foi composta por 271 respondentes. Para testar as hipóteses teóricas propostas foi empregada a técnica de modelagem de equações estruturais. Os resultados indicam que as dimensões conforto, confiabilidade e tangível possuem efeito positivo e significante na satisfação do usuário do transporte público. Os achados empíricos obtidos neste estudo podem contribuir para a tomada de decisão dos administradores de serviços de transporte público. Entendendo melhor fatores que influenciam a satisfação, torna-se possível o incremento de ações que estimulem a melhoria dos serviços prestados.

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Section: Discussionunclassified

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Section: Con Iabilidadeunclassified

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Efeitos das dimensões da qualidade do serviço na satisfação do usuário do transporte público

et al. 2020

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“…For example, in the Donabedian model, quality was represented by the three concepts of structure, process, and output [ 60 ]. The SERVQUAL model also classified service quality into five categories: tangibles, reliability, accountability, service assurance, and empathy [ 77 , 78 ]. Thus, the vital position of performance quality for all health beneficiaries (specialists, policymakers, service providers and service recipients) has led several studies to focus on the quality of hospital services and various indicators to be used in relation to their objectives.…”

Section: Discussionmentioning

confidence: 99%

A comprehensive map of the evidence on the performance evaluation indicators of public hospitals: a scoping study and best fit framework synthesis

Pourmohammadi

Hatam

Shojaei

et al. 2018

Cost Eff Resour Alloc

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IntroductionKey performance indicators are essential navigation tools for hospitals. They provide managers with valid information enabling them to identify institutional strengths and weaknesses and improve managerial performance. In this study, the synthesis of evidence relating to hospital performance indicators was carried out by means of a field review and the indicators were analyzed through the Best Fit Method.MethodsThe five-step approach of Arksey and O’Malley was used as follows: selection of the research question; search for related studies; selection and refinement of the studies; synthesis and tabulation of key information; derivation of the related summary and report. Applying the Best Fit Framework Synthesis Method, the initial themes and subthemes were created and a model of public hospitals performance evaluation finally generated.ResultsForty-nine studies were considered eligible to form part of the synthesis. The final model included the efficiency/productivity, effectiveness and financial themes. The efficiency/productivity sub-themes incorporated human resources indicators, hospital beds, costs, operating room productivity, emergency rooms, ICU, radiology, labs, technology and equipment productivity. Other sub-themes relate to general indicators such as BOR, ALS, number of outpatients and hospitalized patients. Financial themes included profit, revenue, cash flow, cost, investment, assets, debt and liquidity. Concerning effectiveness, the indicators were categorized in terms of access (equity), safety, quality and responsiveness. The accountability indicators were classified into patient-centeredness, staff orientation, and social responsibility.ConclusionHospital performance management is a multi-dimensional issue, each dimension having its own significance. Based on the evidence, indicators are dependent on the evaluation model employed, the evaluation objective, and the views of executive managers and participants in the study. Selection of the most appropriate indicators is therefore key to a comprehensive performance evaluation system.

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“…Reliability includes characteristics of competent services providing, politeness, and respect for the customer, communicating effectively with customers, and the belief in the general principle that affection and confidence of customers are the best advantage and benefit the provider (Calabrese, 2012). Responsiveness means providing services immediately; if the service is not provided well, ability to immediate compensate and skills can make customers' attitudes and beliefs about the quality of service positive (Calisir et al, 2014;Tamwatin et al, 2015). Empathy includes the features of customers' closeness to the provider (being kind and having good moral character), being sensitive to customers' needs, and efforts to understand them (Jemmasi et al 2011).…”

Section: Service Qualitymentioning

confidence: 99%

Analyzing Advantages and Benefits of Information Technologies in Organizations

Davoudizadeh

Seno

2020

sjis

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The aim of this research is analyzing advantages and benefits of information technologies in organizations. For this purpose, 357 customers of electronic banking services participated in the study. They replied to questionnaires of perceived ease of use, perceived usefulness, quality of system service quality, attitudes to technology, service experience, and intention to use technology services. Structural equation modeling with SMARTPLS software has been used to analyze data. The results indicate that the impact of technology excellence on service experience as well as attitude to technology on intention to use technology services is positive and significant.

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Effects of service quality dimensions including usability on perceived overall quality, customer satisfaction, and return intention in different hospital types

Cited by 16 publications

References 0 publications

Efeitos das dimensões da qualidade do serviço na satisfação do usuário do transporte público

Efeitos das dimensões da qualidade do serviço na satisfação do usuário do transporte público

A comprehensive map of the evidence on the performance evaluation indicators of public hospitals: a scoping study and best fit framework synthesis

Analyzing Advantages and Benefits of Information Technologies in Organizations

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