Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria

Ojo, A.

doi:10.26539/pcr.32635

Cited by 2 publications

(1 citation statement)

References 11 publications

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“…For example, the quality of effective communication with patients has a positive relationship with their trust and satisfaction, and directly or indirectly can be a benchmark of the quality of healthcare services provided (Birkhäuer et al, 2017;Chandra et al, 2018). The quality of service will ultimately affect the performance of the organization, as shown by studies conducted by Abd-Elrahman et al (2020) and Ojo (2021), both of which indicate that service quality has a significant and positive relationship with organizational performance.…”

Section: Source: Vosviewermentioning

confidence: 99%

Human Resource Performance in Hospital: A Bibliometric Study

Adha

Rosa

2023

jika

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In Indonesia, medical disputes can result in criminal prosecution, despite the private nature of the relationship between patients and medical personnel. This is to safeguard the public from non-standard medical practices. Infractions of the regulations governing standard medical treatment procedures and requirements for acquiring medical personnel can result in criminal penalties. Occasionally, however, criminal penalties are not applied and a restorative justice approach is used in trials. This study seeks to examine the application of restorative justice in the resolution of medical disputes. This is a normative legal study that investigates secondary data. The research findings indicate that the implementation of restorative justice in Indonesia is already a part of the nation's culture through the use of problem-solving discussions. Nonetheless, the essence of the justice system in Indonesia tends to be retributive, that is, it emphasizes retribution over justice. Generally, medical disputes can be avoided if the doctor-patient relationship is maintained correctly, informed consent is obtained, and standard procedures are followed. In Indonesia, medical disputes are typically resolved legally by filing reports with the Indonesian Medical Discipline Honorary Council (abbreviated MKDKI), filing civil lawsuits or pursuing compensation, and filing criminal reports. In this paper, the author argues that restorative justice is an effective method for resolving medical disputes due to its emphasis on recovery, the nature of medical disputes, which are generally not the result of deliberate actions, the nature of criminal law as an ultimatum remidium, and restorative justice's status as a paradigm of contemporary criminal law.

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Section: Source: Vosviewermentioning

confidence: 99%

Human Resource Performance in Hospital: A Bibliometric Study

Adha

Rosa

2023

jika

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Service Quality Influence on Consumer Satisfaction in the Banking Sector Aimed at Sustainable Growth

Ifedi,

Haque,

Senathirajah

et al. 2024

RGSA

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Objective: The study's goal is to find out how customer satisfaction in the Malaysian banking sector is affected by high-quality service. Theoretical framework: The study also looked into how tangibility, service dependability, responsiveness, assurance, and empathy affected customer satisfaction. The SERVQUAL model, which includes tangibility, service reliability, responsiveness, assurance, and empathy, serves as the independent variables in this study. Methodology: The focus of the study's population is on Malaysia's banking industry customers and the services provided by various banks. 317 people participated in the study, and a structured questionnaire was used to collect the data. The hypothesis that was developed for the study will be put to the test using Multiple Regression Analysis. The Cronbach Alpha test was used to determine the internal reliability of the six different scales used in the study. Results and conclusions: After the study, three hypotheses were accepted, while two were rejected (Hypotheses one and five). SPSS 23 was used to analyze the data in the study. Empathy and tangibility were found to not affect customer satisfaction, according to the findings. Research implications: Participants are selected through a straightforward method of random sampling in this study. Using customer satisfaction as a moderating variable, additional studies on the relationship between service quality and customer loyalty can be conducted based on this recommendation. Customer satisfaction and loyalty can both be influenced by employee performance and employee loyalty, with service quality serving as a moderating variable. Originality/value: The study will focus on the banking sector of Malaysia. Based on data collection, the study will make use of the customer of the banking sector. This will limit the amount of data collected based on the timeframe of the study. The study will also be limited based on the process which will be adopted in the data collection process. The use of online surveys despite the many positives attached to it has some limitations. An online survey doesn't provide face-to-face interaction between the researcher and the participants.

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Role Of Service Quality On Organizational Performance Among Telecommunication Employees In Southwestern States In Nigeria

Cited by 2 publications

References 11 publications

Human Resource Performance in Hospital: A Bibliometric Study

Human Resource Performance in Hospital: A Bibliometric Study

Service Quality Influence on Consumer Satisfaction in the Banking Sector Aimed at Sustainable Growth

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