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Consumer protection and service delivery by the retail industry in the greater Durban area : the legal implications of the Consumer Protection Act 68 of 2008Govender, Vasantha January 2017 (has links)
Submitted in fulfillment of the requirements of the Master’s Degree in Marketing, Durban University of Technology, 2017. / As a result of weaker bargaining power, consumers are often exploited or treated unfairly in the business arena. Whilst consumer abuse is a global problem, South African consumers are more vulnerable due to various socio-economic conditions that affect their ability to negotiate equally in the marketplace. Factors such as poverty and illiteracy contribute to consumer abuse and is perpetuated by the discrimination which was inherent in the apartheid era. Accordingly, the Consumer Protection Act, 2008 (CPA) was promulgated to promote the respect for consumer rights, create awareness, enhance consumer protection and eliminate unfair and dishonest business practices which were prevalent at the time.
This study aims to investigate the implications of consumer rights for service delivery within the retail sector. The main objective of this research was to explore the levels of awareness of consumer rights and to identify consumers’ expectations and perceptions of service delivery in relation to the CPA. The research design was quantitative in nature. A questionnaire was designed to assess the levels of awareness of rights and consumers’ expectations and perceptions of the service delivered by retailers, in relation to the service quality dimensions. Using convenience sampling, data was obtained from 337 respondents in the greater Durban area. Data was analysed using SPSS version 24.0 and interpreted using descriptive and inferential statistics.
The findings of the gap analysis revealed that the respondents’ perceptions of service quality was consistently lower than their expectations, in respect of several dimensions of service quality. These negative gaps indicate that the level of the delivered service had fallen below the respondents’ expectations of service quality amongst retailers. This implies that respondents’ were dissatisfied with business compliance with provisions of the CPA. Businesses are hence encouraged to take steps to ensure legal compliance, thereby enhancing customer satisfaction and attaining higher levels of service excellence. / M
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Kvalita veřejných služeb / The Quality of Public ServiceBartáková, Jana January 2007 (has links)
The aim of graduation theses is to show the application of public services quality methods in town Tabor. Thanks to controlled interview with secretary I wil find out the concrete methods using by the town to improve the quality of its services. Then I will try to explain the esence and benefit of this methods for choice office.
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Anforderungsgetriebene Qualitätsmodellierung und -auswertung in kompositen Web-MashupsRümpel, Andreas 07 May 2019 (has links)
Komposite Web-Mashups stellen durch die intelligente Verknüpfung von User-Interface-Services und anderen Web-Ressourcen einen Mehrwert für Anwendungsszenarien in verschiedenen Situationen des privaten und geschäftlichen Lebens bereit. Obwohl die Verwendung solcher Mashups bereits viele Nutzerzielgruppen erreicht und Anwendungsdomänen erschlossen hat, ist die bedarfsgerechte Auswahl von Anwendungsbausteinen und deren intelligente Komposition immer noch eine große Herausforderung.
In dieser Arbeit werden deshalb Konzepte für die verbesserte Durchführung des Erstellungsprozesses und die Nutzung kompositer Web-Mashups entwickelt und vorgestellt. Kernidee ist dabei die Modellierung und Auswertung anpassbarer Qualitätsanforderungen. Erstmals wird es mit Hilfe eines speziell auf die Belange kompositer Web-Mashups zugeschnittenen Modells für Qualitätseigenschaften ermöglicht, solche Anforderungen passgenau für die Auswahl von Anwendungsbausteinen und die automatisierte Auswertung zu nutzen. Neben der Spezifikation von Bedingungen und Vergleichswerten für bestimmte Eigenschaften erlaubt es das ebenfalls hier vorgestellte Metamodell für Qualitätsanforderungen, die Rahmenbedingungen der Auswertung sowie zuzuordnende Aktionen festzulegen. Schwerpunkte der Arbeit sind außerdem der Prozess der qualitätsbewussten Komposition, die Nutzung der resultierenden Web-Mashups sowie die dazu gehörende Referenzarchitektur. Die betrachteten Anwendungsszenarien decken insbesondere die Teilprozesse der Auswahl von Kompositionsfragmenten, die Erweiterung in Betrieb befindlicher Anwendungen sowie die intelligente Adaption innerhalb der Laufzeitplattform ab. Neben Werkzeugen zur Modellierung und der automatisierten Auswertung von Qualitätsanforderungen setzt die Referenzarchitektur das kontextsensitive Monitoring von Qualitätseigenschaften um. Ein weiterer Fokus liegt auf der unscharfen Spezifikation anpassbarer Qualitätsanforderungen, da zur Zielgruppe insbesondere auch Menschen ohne Programmiererfahrung, jedoch mit guter Kenntnis in aktuellen Web-Technologien und in der jeweiligen fachlichen Domäne, zählen. Diese Ausrichtung wird sowohl bei der Modellierung mit Fuzzy-Mengen als auch in Form von Interaktionskonzepten berücksichtigt.
Anhand typischer Anwendungsfälle und unter Zuhilfenahme einer implementierten Infrastruktur und Anwendungslandschaft werden die vorgestellten Konzepte validiert und optimiert. Dabei fließen sowohl die Meinungen von Nutzern und Experten als auch die Betrachtungen zur Komplexität ressourcenintensiver Vorgänge sowie die Ergebnisse von Performance-Analysen ein. Durch das Verwenden der Modelle, Konzepte, Prozesse und Architekturen dieser Arbeit wird somit eine verbesserte Erstellung, Verfeinerung und Nutzung bedarfsgerechter, situativer Mashup-Anwendungen mit Hilfe anpassbarer Qualitätsanforderungen ermöglicht.:Kapitel 1 Motivation und Zielstellung
Abschnitt 1.1 Problemdefinition
Abschnitt 1.2 Forschungsthesen
Abschnitt 1.3 Forschungsziele
Abschnitt 1.4 Abgrenzung
Abschnitt 1.5 Aufbau der Arbeit
Kapitel 2 Grundlagen der Entwicklung und Nutzung kompositer Web-Mashups
Abschnitt 2.1 Charakteristika und Einordnung des Anwendungstyps
Abschnitt 2.2 Entwicklungsmethoden und Anwendungsszenarien
Abschnitt 2.3 Rollen im Entwicklungsprozess von Web-Mashups
Abschnitt 2.4 Qualitätseigenschaften und -anforderungen im Kontext von Web-Mashups
Kapitel 3 Stand der Forschung und Technik
Abschnitt 3.1 Normen und Standards für Qualitätsmodelle bei Softwareprodukten
Abschnitt 3.2 Strukturierung und Erstellung von Qualitätsmodellen
Abschnitt 3.3 Anforderungsmodellierung mit Aufgaben und Fuzzy-Mengen
Abschnitt 3.4 Bewertungskriterien und Übersicht der Cluster für existierende Arbeiten
Abschnitt 3.5 Qualität in Web-Mashups
Abschnitt 3.6 Qualitätsanforderungen im Web-Engineering
Abschnitt 3.7 Qualitätseigenschaften und -anforderungen bei der Auswahl und Komposition von Web-Services
Abschnitt 3.8 Qualitätsanforderungen in kompositen Softwaresystemen
Abschnitt 3.9 Fazit zum Stand der Forschung und Technik
Kapitel 4 Modellierung von Qualitätseigenschaften für Mashups
Abschnitt 4.1 Modellüberblick und Abhängigkeiten
Abschnitt 4.2 Anforderungen an das Eigenschaftsmodell
Abschnitt 4.3 Metamodell zur Strukturierung von Qualitätseigenschaften
Abschnitt 4.4 Unscharfe Eigenschaftswerte mit Fuzzy-Mengen
Abschnitt 4.5 Nutzung von Qualitätseigenschaften in der Mashup-Plattform
Abschnitt 4.6 Referenzmodell der für Mashups typischen Qualitätseigenschaften
Abschnitt 4.7 Zusammenfassung und Bewertung des Modells für Qualitätseigenschaften
Kapitel 5 Festlegen und Auswerten von Qualitätsanforderungen
Abschnitt 5.1 Herausforderungen im Umgang mit Anforderungen
Abschnitt 5.2 Qualitätsanforderungen in der Mashup-Architektur
Abschnitt 5.3 Aufbau von Qualitätsanforderungen
Abschnitt 5.4 Erzeugen und Bearbeiten von Qualitätsanforderungen
Abschnitt 5.5 Auswertung von Qualitätsanforderungen
Abschnitt 5.6 Zusammenfassung
Kapitel 6 Qualitätsbewusster Entwicklungs- und Nutzungsprozess
Abschnitt 6.1 Entwicklung und Nutzung von Web-Mashups mit Qualitätsanforderungen
Abschnitt 6.2 Aktionen im Kontext von Qualitätsanforderungen
Kapitel 7 Validierung und Implementierung
Abschnitt 7.1 Validierungsmethodik
Abschnitt 7.2 Überblick der implementierten Infrastruktur
Abschnitt 7.3 Implementierung von Kompositionsfragmenten
Abschnitt 7.4 Implementierung der Referenzarchitektur
Abschnitt 7.5 Implementierung der Werkzeuge
Abschnitt 7.6 Nutzerstudie zum Anforderungsassistenten
Abschnitt 7.7 Validierungsergebnisse zu Performance und Awareness-Indikatoren
Abschnitt 7.8 Diskussion zur Validierung und Implementierung
Kapitel 8 Zusammenfassung, Diskussion, Bewertung und Ausblick
Abschnitt 8.1 Zusammenfassung der Kapitel
Abschnitt 8.2 Diskussion und Bewertung der Forschungsergebnisse
Abschnitt 8.3 Ausblick auf aktuelle und künftige Arbeiten
Anhang A Metamodelle und Schemata
Anhang B Referenzmodelle
Anhang C Komponentenimplementierungen
Anhang D Werkzeuge
Anhang E Dienste, Verwaltung und Tests
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Service provision in the Sol Plaatje municipal area from a tourism perspectiveOlivier, Elizabeth Susan January 2010 (has links)
Thesis (M. Tech.(Tourism and Hospitality Management)) -- Central university of Technology, Free State, 2010 / Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases so the consumer’s demand for quality in all its related products and services increase. Superior customer service can therefore be viewed as one of the most effective strategies to create a sustainable competitive advantage. The delivery of excellent service is crucial if a tourism destination such as the Sol Plaatje Municipal Area in the Northern Cape, South Africa, is to enhance its visitors’ experience and ensure their extended stay. One of the key constraints to tourism growth that has been identified is the lack of product and service quality.
The primary goal of the study therefore was to investigate the perceptions of tourists on the quality of tourism service in the Sol Plaatje Area. Another primary goal was to determine the quality of service by conducting unstructured interviews with role-players in the local tourism industry. Secondary objectives were set, namely to determine the service needs of foreign and domestic tourists, and to make recommendations and suggestions to increase service quality in the Sol Plaatje Area.
A questionnaire was used as a measuring instrument and distributed to domestic and foreign tourists. Three sampling points were selected to conduct the survey (250 questionnaires), namely the departure hall of Kimberley Airport, the Big Hole and the McGregor Museum. Results indicated that although the majority of tourists (83.4% of domestic and 93.8% of foreign respondents) were generally satisfied with the service they received and would promote the Sol Plaatje Municipal Area as a tourist destination, a large number of respondents (32.1%) rated their satisfaction with service delivery as average to poor. This is an indication that improvement is needed in the delivery of quality service.
Unstructured interviews (conducted by the researcher) with 20 major role-players in the local tourism industry indicated that the majority (60%) perceived the service delivery in the Sol Plaatje Municipal Area as average to poor and not exceeding the expectations of tourists. Overall, the results indicated the need for the Sol Plaatje Municipal Area to improve its tourism service delivery in order to exceed tourist expectations and compete with other destinations locally and abroad.
The findings of this study contribute valuable information and insights into the quality of service delivery in the Sol Plaatje Municipal Area. It will therefore be beneficial to all tourism stakeholders to provide visitors with the best service experience in the Sol Plaatje Municipal Area.
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Developing a service quality measurement instrument for archival institutionsSibanda, Rosemary 11 1900 (has links)
The service sector of the global economy is undoubtedly growing and increasingly highlighting
the criticality of service quality to enhanced profitability in most service organisations. The
demand for accountability from different stakeholders, including clients, has also made service
quality a highly debated, researched and most powerful competitive trend shaping marketing
and business strategy. Developing reliable measurement instruments of service quality and
strategies for the improvement of service quality invariably become the most important
responsibilities for managers in many organisations.
In the absence of conceptual clarity on service quality, divergent views on the dimensionality of
service quality and the lack of a psychometrically valid service quality measure in archival
institutions, this study set out to develop and subsequently validate a measurement instrument
to assess service quality in an archival institutional setting.
The two research questions investigated in this study were: (1) what are the dimensions for
measuring service quality in archival institutions, and (2) how can the dimensions of service
quality in archival institutions be measured effectively. The methodology for this study involved
a two-phased qualitative and quantitative analysis addressing these two research questions.
The study followed the standard psychometric procedure for developing constructs.
This research has resulted in the important findings and relevant conclusions for both
academics and practitioners interested in service quality in the archival environment. The
service quality measurement instrument formulated is called ARCHIVqual and has three
dimensions, namely (1) security of information (with 4 items), (2) integrity of information (with
3 items) and (3) usability of information (with 2 items).
Besides measuring service quality in the archival environment, ARCHIVqual will also serve as a
tool for conducting periodic surveys thereby identifying specific problematic areas in archival
institutions. / Graduate School for Business Leadership / DBL
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Service quality at retail banks in DurbanZungu, Nkululeko PraiseGod 05 June 2013 (has links)
Submitted in fulfillment of the requirements of the Degree of Master of
Technology: Marketing, Durban University of Technology, 2012. / The aim of this study is to investigate service quality at retail banks, such as Standard Bank,
ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are
set as: Firstly, to identify the level of satisfaction with customer service received from different
retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality
services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards
the service provided by retail banks in Durban; Fourthly, to measure the gaps between
customer expectations and perceptions of service quality, using a modified version of the
SERVQUAL model.
The instrument used to assess the retail bank customer’s expectation and expectations of
service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions
according to five quality dimensions. A total of 448 students were surveyed. Quota sampling
was used in this study, in order to improve representativeness. Using quota sampling involves
selecting the characteristics that are required in the sample and then sampling until enough
representatives of each category are achieved. Although this is a form of non-probability
sampling, a quota sample can provide a good approximation to a probability sample. It means
that distributing questionnaires to a certain group would be stopped after the prescribed quota
is reached. Data were analysed using descriptive and inferential statistical techniques.
Conclusions and recommendations were thereafter drawn from the literature and the findings
of the study.
The study shows that retail bank customer expectations of service quality exceeded their
perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This
study is also important because it will assist bank managers to convert negative perceptions
to positive impressions. Consequently, customers will benefit from the improved, outstanding
customer service.
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Towards a generic model of service quality for transactional, contractual, and relational service exchange in retail banking.January 1995 (has links)
by Cyril Chi-kin Chow. / Thesis (Ph.D.)--Chinese University of Hong Kong, 1995. / Includes bibliographical (leaves 165-184). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.vii / LIST OF TABLES --- p.viii / ACKNOWLEDGEMENTS --- p.x / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / The Retail Banking Industry --- p.1 / Retail Banking in Hong Kong --- p.4 / The Present Research Focus --- p.8 / Significance of Research --- p.9 / Organization of Thesis --- p.10 / Chapter II. --- REVIEW OF LITERATURE --- p.11 / Literature on Service Marketing --- p.11 / Services as Activities --- p.12 / Services as Experiences --- p.13 / Services As Molecular Marketing Entities --- p.13 / Services As Processes --- p.14 / Services As Systems --- p.15 / Service Classification --- p.17 / Literature on Quality and Service Quality --- p.19 / Definition of Quality --- p.19 / Approach to Quality Management --- p.21 / Perceived Service Quality --- p.25 / Service Quality Gap Theory ´Ø --- p.26 / Issues in Service Quality Measurement --- p.33 / Literature on Satisfaction / Dissatisfaction --- p.39 / Expectancy Disconfirmation Theory --- p.40 / Attribution Theory --- p.42 / Equity Theory --- p.43 / Dyadic Role Expectation Theory --- p.44 / Catastrophe Theory --- p.44 / Service Quality - Satisfaction Link --- p.48 / "Transactional, Contractual, and Relational Service Exchanges ´Ø" --- p.51 / Transactional Exchange --- p.54 / Relational Exchange --- p.54 / Contractual Exchange --- p.56 / Chapter III. --- TOWARD A GENERIC MODEL OF SERVICE QUALITY --- p.60 / Service Quality Dimensions --- p.60 / Product Quality --- p.62 / Service Recovery Quality --- p.64 / Social and Structural Relationship Quality --- p.66 / Service Quality Measures --- p.67 / Service Adequacy --- p.67 / Service Superiority --- p.68 / Degree of Tolerance --- p.68 / Generic Service Quality Model --- p.70 / Dimensionality --- p.70 / Perceived Quality Importance --- p.71 / Service Satisfaction / Dissatisfaction --- p.74 / Comparison of the Generic Model and PZB Model --- p.74 / Chapter IV. --- RESEARCH METHODOLOGY --- p.77 / Research Design --- p.77 / Focus Group Research --- p.79 / Pretest --- p.82 / Sampling --- p.82 / Operationalization of Measures --- p.83 / Forms of Service Exchange --- p.79 / Service Quality --- p.86 / Satisfaction --- p.87 / Dissatisfaction --- p.87 / Loyalty and Switching Intent --- p.87 / Importance of Quality Dimensions --- p.87 / Survey Response --- p.88 / Response Rate --- p.88 / Respondent Characteristics --- p.89 / Service Exchange Respondent Grouping --- p.90 / Reliability of Measures --- p.91 / Validity of Measures --- p.92 / Convergent and Discriminant Validity --- p.92 / Concurrent and Predictive Validity --- p.94 / Chapter V. --- RESULTS --- p.96 / Generic Service Quality Model --- p.96 / Dimensionality --- p.96 / Noticeable Differences in Service Quality Dimensions --- p.98 / Perceived Quality Importance --- p.100 / Service Satisfaction --- p.102 / Service Dissatisfaction --- p.104 / Model Comparison --- p.106 / Explanatory and Predictive Power --- p.107 / Adequacy of Explanation --- p.108 / Domain of Application --- p.108 / Chapter VI --- SUMMARY AND CONCLUSIONS --- p.110 / Objectives and Focus of the Research --- p.110 / Operationalization of Constructs --- p.112 / Reliability of Research Instruments --- p.114 / Validity of Research Instruments --- p.115 / Response Rate and Sample Representativeness --- p.116 / Summary and Interpretation of Findings --- p.116 / Significance of the Research Contribution --- p.119 / Contribution to Theory --- p.119 / Contribution to Practice --- p.122 / Contribution to Methodology --- p.124 / Evaluation of Theory from the Philosophy of Science --- p.126 / Directions For Future Research --- p.128 / Better Construct Measurement --- p.128 / Better Data Collection Methodology --- p.129 / Causal Experimental Design --- p.130 / Replication Study Required --- p.130 / Limitations --- p.131 / EXHIBITS / Exhibit 1 All Users' SERVQUAL MSS Factor Structure --- p.132 / Exhibit 2 All Users' Generic Service Quality Model MSS Factor Structure --- p.133 / Exhibit 3 Transactional Users' MSA Structure --- p.134 / Exhibit 4 Transactional Users' MSS Structure --- p.135 / Exhibit 5 Contractual Users' MSA Factor Structure --- p.136 / Exhibit 6 Contractual Users' MSS Factor Structure --- p.137 / Exhibit 7 Relational Users' MSA Factor Structure --- p.138 / Exhibit 8 Relational Users' MSS Factor Structure --- p.139 / APPENDICES / Appendix I Measures --- p.140 / Appendix II Respondent Characteristics --- p.144 / Appendix III Results of One Way Analysis of Variances --- p.145 / III-A Minimum Service Expectations --- p.145 / III-B Desirable Service Expectations --- p.146 / III-C Measures of Service Adequacy (MSA) --- p.147 / III-D Measures of Service Superiority (MSS) --- p.148 / III-E Measures of Tolerance Range --- p.149 / III-F Perceived Service Quality Dimension Weights --- p.150 / III-G Behavioural Intent and Behaviour --- p.151 / Appendix IV Research Covering Letter --- p.152 / Appendix V Questionnaire One (3-Column Format) --- p.153 / Appendix VI Questionnaire Two (2-Column Format) --- p.159 / BIBLIOGRAPHY --- p.165 / CURRICULUM --- p.183
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[en] A FRAMEWORK FOR QOS PROVISIONING IN WIRELESS MOBILE NETWORKS / [pt] UM FRAMEWORK PARA PROVISÃO DE QOS EM REDES MÓVEIS SEM FIOLUCIANA DOS SANTOS LIMA 19 March 2003 (has links)
[pt] Nas últimas décadas, tem-se observado um crescente
interesse nas tecnologias relacionadas a ambientes de
comunicação móvel sem fio. Em grande parte, esse interesse
vem acompanhando o crescimento do mercado de
telecomunicações, mais especificamente dos sistemas de
telefonia móvel celular. Os usuários vêm absorvendo
rapidamente essas tecnologias, originando novas
necessidades, como a utilização de serviços de dados
multimídia, que exige garantias de qualidade. Nesse
contexto, um dos desafios encontrados é conseguir a
utilização eficiente do limitado espectro de freqüências
disponível, fornecendo serviços com qualidade para os
usuários. Esta dissertação propõe uma arquitetura para
provisão de qualidade de serviço -QoS- fim-a-fim em redes
móveis sem fio, levando em consideração características
inerentes a esses ambientes. Para alcançar esse objetivo,
são propostas modificações aos frameworks para provisão de
QoS em ambientes genéricos de processamento e comunicação,
visando atender às necessidades trazidas pelas redes
móveis, gerando uma arquitetura adaptável para fornecer QoS
em ambientes que ofereçam suporte à mobilidade. Uma
instanciação dos frameworks para provisão de QoS em redes
móveis sem fio é descrita através de um cenário de
mobilidade, no qual é simulada uma rede infraestruturada
de serviços integrados funcionando sobre o IP Móvel, de
modo a validar a peoposta. / [en] In the last decades, increasing interest has been observed
in technologies related to wireless mobile communication
environments. Great part of such interest follows the
growth in the telecommunications industry, more
specifically of cellular mobile telephony systems. Users
are quickly absorbing these technologies and generating new
necessities, such as the use of services of multimedia
data, which demand quality assurance. In this context, one
of the challenges is the efficient use of the limited
frequency spectrum available, providing users quality
services. This thesis proposes an architecture for the
provision of end-to-end QoS in wireless mobile networks,
taking into account inherent characteristics of these
environments. To reach this purpose, modifications were
proposed to the frameworks for QoS provisioning
in generic processing and communication environments,
aiming to fulfill the necessities brought by mobile
networks, generating an adaptable architecture to offer QoS
in environments that support mobile connections. In order
to validate the proposal, an instantiation of frameworks
for QoS provisioning in wireless mobile networks is
described by means of a mobility scenario in which an
infrastructure network of integrated services is simulated
working over Mobile IP.
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[en] QUALITY PERCEPTION IN JOINERY SERVICES / [pt] PERCEPÇÃO DA QUALIDADE DE SERVIÇOS DE MARCENARIAOTAVIO MARIANO MARTINS DE SOUZA 13 March 2003 (has links)
[pt] A medição da percepção da qualidade de serviços de
marcenaria é um tema muito pouco estudado pelos
pesquisadores, embora essa seja uma área de negócios com
grande potencial de crescimento e muitas vezes administrada
de maneira intuitiva pelos próprios artesãos. Como a
análise da literatura concernente ao desenvolvimento de
modelos medindo a percepção da qualidade de serviços
demonstra a existência de controvérsia entre os principais
autores e a conseqüente dificuldade em obter um modelo
global e consensual, optamos por desenvolver um modelo
específico para o contexto em questão. Assim, definimos os
atributos -confiabilidade, tangibilidade, atendimento e
preço- e seus respectivos níveis -três-, e os utilizamos em
uma pesquisa sobre percepção da qualidade de serviços de
marcenaria. Por meio da análise conjunta revelamos a
importância relativa dos atributos, com destaque para a
confiabilidade e para o atendimento; bem como a utilidade
de cada atributo em seus respectivos níveis. Relatórios de
análise da evolução da importância relativa e da utilidade
com relação às características socioeconômicas dos
participantes da pesquisa revelaram tendências de
diferenças relacionadas a tais variáveis, que podem
funcionar como indicadores da existência de possíveis
segmentos de mercado. Obtivemos altos valores de correlação
linear e significância da análise conjunta, o que indica
que o modelo tem um alto poder preditivo da preferência
entre opções de serviços compostos por diferentes níveis
dos atributos em questão e é estatisticamente
significativo. Já a análise de clusters não permitiu a
definição clara de segmentos de consumidores, muito melhor
demonstrados pelos relatórios anteriormente citados. Os
resultados deste trabalho podem orientar os administradores
de marcenarias a estabelecer combinações ótimas de
atributos e seus níveis a serem oferecidos ao consumidor;
gerenciar de maneira efetiva esses atributos; estabelecer
níveis de preços; segmentar mercados e posicionar seus
serviços, desenvolvendo programas de marketing adequados; e
ainda fazer análises competitivas e avaliar como os
consumidores atribuem valor ao serviço; sem perder de vista
a viabilidade de execução e prestação lucrativa do
serviço. Sugerimos ainda a aplicação do modelo aqui
desenvolvido em outros contextos de serviços, de maneira a
testar sua aplicabilidade e adequação a outras áreas de
negócios. / [en] The measurement of quality perception in joinery services
is an area that has, so far, inspired very few marketing
research studies, although it is a business with a great
growth potential, which has been often managed in an
intuitive manner by the artisans themselves. The models for
analysing services quality perceptions, as developed by the
main authors in the field, have not been easily accepted
and, consequently, there has been some difficulty in
building a more global and consensual model. For this
reason, we have chosen to develop a specific model, that
would fit the context studied, which includes attributes -
trustfulness, tangibility, consumer servicing and price-
and their levels -three-. Using such attributes we studied
the perception of quality in joinery services. Performing
conjoint analysis we found the relative importance given to
each attribute, emphasizing trustfulness and consumer
service as well as the utility of each attribute in its
respective level. Reports comparing the relative evolution
of the importance and utility according to respondents`
social and economic features revealed different trends
related to such variables that may indicate potential
market segments. We obtained high values of linear
correlation and observed conjoint analysis significance,
indicating that the model itself has a high predictive
power of showing preference for options of services
composed of different attribute levels, and is
statistically significant. On the other hand, the clusters
analysis did not provide a clear identification of consumer
segments, which were better shown in the reports previously
mentioned. The results of this study may guide joinery
managers to develop ideal attribute level combinations to
be offered to the consumer; as well as effective ways to
manage these attributes; settle price levels; identify
market segmentation and target their services, developing
adequate marketing programs; and in addition, perform
competitive analysis and also estimate how consumers assess
services; at the same time keeping in mind the feasibility
of execution and maintaining desirable profit
levels. We suggest the application of this new developed
model in different service business areas, so as to test
its applicability and adequacy.
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Akušerinių paslaugų kokybės vertinimas akušeriniuose stacionaruose pacienčių ir jų partnerių požiūriu / The assessment of service quality in the obstetrical in-patient clinics: attitudes of patients and their partnersIvonaitis, Albinas 14 June 2005 (has links)
SUMMARY
Aim of the study – to assess the attitudes of patients and their partners to the quality of service in the secondary and tertiary obstetrical in-patient clinics.
Objectives: 1) to evaluate the attitudes of patients to the quality of obstetrical care services; 2) to compare the quality of services among secondary and tertiary obstetrical clinics; 3) to determine the factors influencing the satisfaction with obstetrical care services; 4) to evaluate the attitudes of patients’ partners to the quality of obstetrical care services.
Methods: The anonymous survey of parturient women (patients) and their partners (participants in childbirth) was performed in different obstetrical clinics since 1st January to 30th December 2004. The survey was conducted in the secondary care obstetrical in-patient Silutė (level A) and Panevezys (level B) clinics and also in the tertiary care Kaunas obstetrical in-patient clinic (Hospital of Kaunas University of Medicine). The number of participants was following: in Silute; 304 parturient women and 145 their partners, in Panevezys 416 and 253 and in Kaunas 256 and 111 respectively. Response rate varied between 73% and 96%. The difference between categorical variable was assessed using chi-square (χ²) test. Correlation analysis was performed using Spearman coefficient of rank correlation.
Results: Majority of respondents were satisfied with childbirth (91% ) and postnatal care (95%). The satisfaction with quality of services was not related... [to full text]
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