Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Yin, Shu Yun; Huang, Kuan Kai; Shieh, Jiunn I.; Liu, Yu Huei; Wu, Hsin-Hung

doi:10.1007/s11135-015-0174-4

Cited by 43 publications

(37 citation statements)

References 29 publications

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“…Furthermore, the combination of gap model and IPA has been used by the researchers in recent years in a different area of study [51][52][53][54][55] . Thus, it can be assumed that an integrated approach of combining gap model and IPA works very well first to evaluate service quality and then to classify service items into different category in terms of importanceperformance 56 .…”

Section: Literature Review 21 Library Service Qualitymentioning

confidence: 99%

Hospitality Students’ Perception of College Library Service Quality: Importance- Performance Analysis

Mallya

Patwardhan

2018

DJLIT

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<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>The purpose of this research is to examine the perceived importance and perceived experiences of library service quality for hospitality management students. Also, an effort was made to identify the strengths and weaknesses of library service quality based on their perception of library services. The researchers have used LibQUAL+®, a popular tool that libraries use to assess the perception of library service quality over the years. Undergraduates and postgraduate’s students studying in one of the premier private hotel management institutes in India participated in </span><span>this study. The findings of the study suggest that library service providers need to understand the needs of students </span><span>and should have the inclination to help students in making the library a gateway for study, learning and research. The future research may include faculty members’ perception of importance and performance of library service quality. This type of survey can be repeated at regular intervals to distinguish the varying needs of library users. </span></p></div></div></div>

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Section: Literature Review 21 Library Service Qualitymentioning

confidence: 99%

Hospitality Students’ Perception of College Library Service Quality: Importance- Performance Analysis

Mallya

Patwardhan

2018

DJLIT

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“…The results of the present study agree with those of the Yin et al study. 46 Therefore, hospital managers should pay special attention to the reward and feedback systems. Although the activities of QCCs are voluntary, the managers' and supervisors' support and employee training can play a key role in forming such circles.…”

Section: Discussionmentioning

confidence: 99%

Factors affecting the effectiveness of quality control circles in a hospital using a combination of fuzzy VIKOR and Grey Relational Analysis

Bahadori

Teymourzadeh

Bagejan

et al. 2018

Proceedings of Singapore Healthcare

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Background: One of the techniques used to achieve productivity, employees' job satisfaction and higher quality goods and services, as well as to solve the problems by using a team, is the formation of quality control circles. Quality control circles enable managers to meet the organization's and employees' needs through making effective use of resources and facilities. On the other hand, the quality of services is always affected by uncertainty and ambiguous and implicit judgments, which make its measurement uncertain. Aim: The present study aimed to identify important factors affecting the effectiveness of quality control circles in a hospital, as well as rank them using a combination of fuzzy VIKOR and Grey Relational Analysis (GRA). Methodology: This was an applied, cross-sectional and descriptive-analytical study conducted in 2016. The study population consisted of five academic members and five experts in the field of nursing working in a hospital, who were selected using a purposive sampling method. Also, a sample of 107 nurses was selected through a simple random sampling method using their employee codes and the random-number table. The required data were collected using a researcher-made questionnaire which consisted of 12 factors. The validity of this questionnaire was confirmed through giving the opinions of experts and academic members who participated in the present study, as well as performing confirmatory factor analysis. Its reliability also was verified (α=0.796). The collected data were analyzed using SPSS 22.0 and LISREL 8.8, as well as VIKOR-GRA and IPA methods. Results: The results of ranking the factors affecting the effectiveness of quality control circles showed that the highest and lowest ranks were related to 'Managers' and supervisors' support' (Š = 6.80, R = 0.36) and 'Group leadership' (Š = 2.63, R = 0.98). Also, the highest hospital performance was for factors such as 'Clear goals and objectives' and 'Group cohesiveness and homogeneity', and the lowest for 'Reward system' and 'Feedback system', respectively. Conclusion: The results showed that although 'Training the members', 'Using the right tools' and 'Reward system' were factors that were of great importance, the organization's performance for these factors was poor. Therefore, these factors should be paid more attention by the studied hospital managers and should be improved as soon as possible. Applying quality control circles in any organization is very helpful and provides opportunities for maximum use of employees' creativity, initiative and skills in reaching their and their organization's goals and objectives, and prepares favorable working conditions for the employees' optimal performance through increasing the managers' sense of responsibility and commitment.

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“…Izadi et al (2017) created 32 questions that measured patient expectations and perception of performance for the IPA model. Yin (2016) analyzed the quality of telehealth services designed to monitor the vital signs of patients via mobile devices using SERVQUAL and IPA, while Kim et al (2010) examined the characteristics of public transportation, including the commuting time, ease of access, and access time, to evaluate the quality of transportation services using SERVQUAL and IPA. Moon et al (2010) also used SERVQUAL to assess the family welfare services provided by the Healthy Families Support Center and to identify effective management strategies based on The design of SERVQUAL-based assessment has also been studied.…”

Section: Related Researchmentioning

confidence: 99%

Performance evaluation for the outsourcing of military base management services in the Republic of Korea using SERVQUAL and IPA

Kim

Lee

Lee³

et al. 2020

Qual Quant

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This study was conducted to evaluate the performance of a contracting-out project for military base management in response to recent defense reforms in the Republic of Korea that require military forces to concentrate on operations and combat missions. In this study, the service quality perspective via SERVQUAL was applied to the ROK defense sector for the first time, with the soldiers viewed as customers receiving a service. In addition, to improve the effectiveness of the contracted services, the importance-performance analysis framework was employed to identify the tasks that required urgent attention. We conducted a large-scale survey of 2,112 uniformed members within pilot project units. To avoid problems such as insincere responses or low response rates, we held interviews with the officers managing the units on the subject of the importance and purpose of the questionnaire. As a result, it was found that the outsourcing of cleaning services was the most successful initiative, while mowing/landscaping had the most urgent tasks for improvement, with some respondents believing that reliability and assurance should be improved.

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Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Cited by 43 publications

References 29 publications

Hospitality Students’ Perception of College Library Service Quality: Importance- Performance Analysis

Hospitality Students’ Perception of College Library Service Quality: Importance- Performance Analysis

Factors affecting the effectiveness of quality control circles in a hospital using a combination of fuzzy VIKOR and Grey Relational Analysis

Performance evaluation for the outsourcing of military base management services in the Republic of Korea using SERVQUAL and IPA

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