The definition and the measurement of quality of healthcare service has been a hot debate among academicians, researchers and healthcare service providers. However, the literature in the field of healthcare does not provide an exclusive and agreed upon mechanism to understand and measure the quality of healthcare service. This book describes the factors that contribute to the quality of service and provides a model that can be used to measure the quality of healthcare service. Since the model has its roots in real-life data, it can be used for relatively more authentic results. The model also measures the quality of medical education along with cure and care. The book also gives a comparative analysis of teaching and non teaching hospitals. The book reflects an interesting comparison of national and patient perception of quality of healthcare services in Pakistan.
Ethiopia is one of the fast developing economy in Africa. To sustain this development,financial institution play a great role in helping the smooth and efficient flow of cash in the country.Like wise,retail banks as major part of those institutions, needed to improve their culture of customer treatment.This manuscript tried to investigate customer service practice of retail banks found in Ethiopian and suggests what to be done in the future to enhance the quality of service rendered and its effect on customer satisfaction and loyalty.
Quality of product has always been an important consideration for any producer, but now increasingly sophisticated products are spurring a growth in the importance of quality of service. Real-time Systems Quality of Service examines the attainability of efficiency, economy, and ease of use, which make up the quality of service of technologically advanced products. Since production processes have a significant impact on the quality of products, interest is now focused on their control systems, for which a number of quality criteria must be observed during their real-time operation. Quality of service of a real-time system is dependent on the quality of its design and development process; hence, guidelines on how to integrate its parameters with this process are of the utmost importance in achieving the desired system quality. Real-time Systems Quality of Service reviews the state of the art in quality of service evaluation for real-time systems. It gives a classification of the relevant parameters for quality of service evaluation and also determines the critical points in the design and development process of real-time systems where performance criteria should be applied or checked. Then, software development and certification standards are assessed, and finally the authors elaborate on how the suggested criteria should be applied to the design, development, and certification process of real-time systems. Real-time Systems Quality of Service will guide researchers and postgraduates in embedded and real-time systems through the process of introducing quality of service parameters into real-time systems.
Describes a study performed in Leicestershire, United Kingdom to develop a reliable and valid scale for the measurement of the perceived service quality of bank services. The Cooperative Bank (CB) and Islamic Bank of Britain (IBB) which located in Leicester, UK has been chosen as a sample for the research field study. A sample of retail banking customers in The Cooperative Bank and Islamic Bank of Britain was surveyed through a questionnaire. The proposed scale is called SERVQUAL and comprises 33 items named ´CARTER´ with six dimensions (Compliance, Assurance, Reliability, Tangible, Empathy and Responsiveness), which customized for suitability of The Cooperative Bank and Islamic Bank of Britain. The data gathered, which were derived from customers of The Cooperative Bank and Islamic Bank of Britain through questionnaire is analyzed by using SPSS to compare, to compare the perception of customers in relation to their feeling about the given issues. The results indicate that compliance issues are very important for IBB customers, while the same cannot be mentioned for the CB customers, who give more importance to empathy and responsiveness.
Remote Services allow manufacturers of capital goods to access and service assets located at the customer´s site via electronic means. Asset data is transmitted directly to the manufacturer for analysis. As a result, maintaining or repairing an asset without an actual service dispatch is feasible. The advantages of the technology are manifold: cost reductions in after-sales services (e.g. travel cost reduction), elimination of expensive asset stand-stills, etc. Although the benefits are known, the application of the technology is still limited. It seems that many existing offerings are not tailored towards customer needs. Achieving excellence in service quality is indeed a very challenging task, especially for capital goods manufacturers. Nevertheless, it is surprising to see that there is limited knowledge which guides companies in designing remote services. This book assists by comprehensively identifying and describing relevant quality criteria. Results are based on a scientific study conducted in the machine manufacturing industry of German-speaking countries. Readers gain key customer insights and they are introduced to an instrument for continuous service quality improvement
In Anlehnung an den ´´Service-Papst´´ Amerikas - Karl Albrecht - und dem Wissen um die Grenzstelle in der Erforschung von Kundenbeziehungen und die Steuerung von Qualität hin zu mehr Kundennutzen wurde dieses Buch geschrieben. Durch die Schaffung eines unikalen Qualitätsmanagementsystems kann es gelingen, einen wesentlichen Eckpfeiler zur Differenzierung in einer globalisierten Welt zu setzen. Die damit verbundene schlechte Kopierbarkeit ist ein maßgeblicher Standortfaktor für Kundenbetreuungen im Sinne der Arbeitsplatzsicherung und bedeutender Teil der Zukunftsfähigkeit eines gesamten Unternehmens. Besonders im Angesicht einer sich zuspitzenden Wettbewerbssituation in der gesamten Wirtschaft und explizit im untersuchten Sektor.
This book examines how quality and good practice in early childhood education and care (ECEC) is interpreted and implemented in a variety of settings and circumstances. Drawing on her experience of research and policy making in a wide variety of countries, the author considers the variety of rationales that inform services for early childhood education and care. Services are organized, financed and delivered in many different ways across the world. The policies that have been adopted by governments, and the resources which are made available for implementing them, have shaped practice. On the one hand there are complex ideas about what children should be learning and how they should be learning. These ideas about curriculum and the training of teachers and carers may differ radically between countries. On the other hand policies have been prompted by the need to reconcile family and work obligations and to provide childcare to support working mothers, irrespective of educational concerns. The notions of economic competition and parental choice have led to the growth of private for-profit childcare services which promote a particular view of quality and achievement. Above all, growing inequality within countries, and between rich and poor countries, have undermined attempts to provide good quality services. In an unfair world, the impact of any services is likely to be distorted. The book charts the many different approaches to understanding and measuring quality and gives an exceptionally well-informed overview.
Quality Services in Academic Libraries: Felicia Etim
Studienarbeit aus dem Jahr 2007 im Fachbereich Informatik - Wirtschaftsinformatik, Note: 85 von 100, Martin-Luther-Universität Halle-Wittenberg (Lehrstuhl Wirtschaftsinformatik, insbesondere E-Business), Veranstaltung: Electronic Business, 26 Quellen im Literaturverzeichnis, Sprache: Deutsch, Abstract: Im zweiten Kapitel sollen zunächst Web-Services allgemein betrachtet werden. Inhaltlich werden dabei Grundlagen und die wesentlichen Basisstandards behandelt. Weiterhin wird gezeigt, wie Web-Services bei der Anwendungsentwicklung eingebunden werden können. Kapitel 3 wendet sich dann konkret der Dienstgüte für Web-Services zu. Im Vordergrund stehen dabei konkrete Kriterien, nach denen die Güte eines Web-Service beurteilt werden kann. Zusätzlich werden die Grundvoraussetzungen zum Aufbau einer Dienstgüte-Infrastruktur dargestellt. Anschließend beschäftigt sich Kapitel 4 mit konkreten Vereinbarungen zwischen Anbietern und Nutzern von Web-Services. Dabei soll gezeigt werden, wie Vereinbarungen aufgebaut sind und wie man die grundlegenden Kriterien der Dienstgüte als Basis für solche Vereinbarungen spezifizieren kann. Kapitel 5 letztendlich enthält eine allgemeine Auswertung der Thematik.
One of the major challenges faced by the Internet today is the quality of service (QOS) for the real time (Time Critical) multimedia data. Many protocols have been developed to ensure the end to end seamless delivery of the time critical data. Some of these protocols use labeling methodology in which the data traveling between the nodes on internet is labeled so that it may be prioritized to avoid delay. The other protocols ensure the end to end resource allocation and guarantee the bandwidth for the time critical data. Out of these protocols the point of discussion in this study is IntServe (Integrated Services) and DiffServe (Differentiated Services) that are being tested and analyzed for their performance related to the traditional Best-Effort.
In virtually any field of endeavour today access to information is a pre-requisite for success. Libraries form the repositories of information with user friendliness as their mission. There is, therefore a need for new ways to evaluate library performance. User satisfaction is an important measure of service quality in libraries. User perceptions about academic libraries seem to have been largely ignored by library management in developing countries. The assessment of service quality from the user perspective provides an important feedback for libraries to assess and improve their services. This book based on a research conducted at the University of Colombo is an attempt to assess the service quality of University libraries from the user perspectives. The book incorporates facts on the theories and applications of service quality models including SERVQUAL, factors affecting service quality, predictors of service quality and the analysis of service quality gaps. The author hopes that the book will help shed light on the important aspect of service quality in academic libraries and prove useful to Librarians, researchers and administrators in the higher education sector.