Patients are the key stakeholders in health care providers and it is extremely important to increase their satisfaction level. Patient satisfaction is a subject of great interest to the health care providers and researchers alike. As there are a lot of factors related to health care providers that causes patient selection and rejection. Since competition has increased in recent years, this exerts more pressure on health care providers to render more improved service quality in addition to build trust and gain high reputation. Improved quality of service has now become an important aspect of patient satisfaction, building trust is now a crucial milestone and gaining high reputation is considered the key for any health care provider. In practice and theory it has been proven that service quality dimensions, trust and reputation is related to patient satisfaction. For this, we took 5Q model of the service quality combine with trust and reputation, and how it affects patient satisfaction is the main theme of the study. Purpose: The purpose of this study is to investigate that how 5Q model of the service quality, trust and reputation can effect patient satisfaction in health care sectors, for this study we researched Umeå hospital. This research is focused towards exploring the perceptions of patients who consume or undertook Umeå hospital services. It also provides an effective model for health care organization in practice and the study also contribute to literature from educational point of view.  Method: In this study hypothesis developed to investigate how 5Q model of the service quality, trust and reputation can effect patient satisfaction. For service quality 5Q model was used while several attributes were taken for trust and reputation to investigate the patient perception. Quantitative research strategy was adopted and convenience sampling technique was used to collect quantitative data from patients of Umeå hospital to get their satisfaction levels. Hypotheses were tested by using multiple regression analysis to the obtained data in SPSS. Findings: The study revealed interesting results for patient satisfaction regarding the 5Q model of the service quality, trust and reputation. Meanwhile 5Q model was used for service quality, which composes quality of object, quality of process, quality of infrastructure, quality of interaction and quality of atmosphere. Out of five dimensions, two gave positive effect and three gave no effect result by the patient for their satisfaction from the Umeå hospital. Trust gave no effect result, whereas reputation gave positive effect result by the patient for their satisfaction from the Umeå hospital. Implication/Contribution: The findings imply that 5Q model of the service quality is not the only factor that could lead to patient satisfaction in health care sectors but trust and reputation are also factors of great importance. Organizations need to improve every dimension of service quality, creating trust and achieve high reputation to gain high level of patient satisfaction. This study contributes to existing theories by confirming or adding value that have positive effect on patient satisfaction. 5Q model is a comprehensive model and it needs to be implemented in health care sector but with additional factors i.e. trust and reputation.  Key words: Patient satisfaction, Service quality, 5Q model, Trust, Reputation, Health care providers.

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The aim of the study – to assess the consultation service quality provided for patients in the maternity academic clinic. Methods. The anonymous poll has been proceeded in September, 2005. It included all physicians of the university clinic such as obstetricians and gynecologists (N=68, response rate - 94.4 %) and all patients visited in the clinic during the research period (N=334, response rate 81.1 %). The consultation service quality was assessed with the structured questionnaire by Ferguson et all. Data of respondents was analyzed and statistically justified by using the „SPSS 10.03“. Results. The study showed that majority of patients positively assessed the technical aspect of service quality. The patients were satisfied with clear indoor signs and references as well as with comprehended and obvious oral instructions. The majority of patients were also complied to the statements that the clothing and appearance and of clinic staff was clean and ordered, that health care means, methods and regulations are secured and appropriate for patients, that medical equipment is advanced and modern, that all physicians of the clinic are competent and qualified. We have also determined that 53.7 % of clinical workers accepted and 28.4 % rejected the statement that the equipment and indoor rooms were sterile and aseptic. The majority of patients and clinic staff members assessed positively the functional service quality in clinic: enough information about necessity and aims of... [to full text]

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.

Indonesia is trying to take over airspace Sector A, B, and C from Singapore and this desire has been going on for decades. To carry out these dreams, Indonesia was faced with a series of agreements with Singapore and Malaysia because both countries have interests in that airspace sector. To take over that airspace, Indonesia must perform a series of efforts. One of the efforts is by improving Air Traffic Services (ATS) quality in Indonesia. In determining ATS service quality, pilot perceiving and expectation must be assessed. Pilot employed tangible and intangible cues to determine the quality.  The author determined forty items to describe pilot perception and expectation based on 10 (ten) criteria in evaluating service quality.  Moreover, total ATS quality which is including technical quality and functional quality dimensions are clearly presented. Other factor influencing ATS quality is safety culture which is merged with ATS quality. Human factor as the main source in conducting service is described clearly in relation with ATS. Human factor become important because human and its environment can affect ATS performance. Six principles of service management are elaborated in ATS system to improve ATS quality. Combined with service and management theories to obtain the conclusion of Indonesia ATS quality and ATS readiness, this research discussed the Indonesia strategic plan to improve service quality. Then, Directorate General of Civil Aviation (DGCA) will work together with Indonesia ANSP and ATS Unit authority to manage ATS quality in Indonesia in order to taking over airspace Sector A, B, and C from Singapore. / Transportation Research

Indonesia is trying to take over airspace Sector A, B, and C from Singapore and this desire has been going on for decades. To carry out these dreams, Indonesia was faced with a series of agreements with Singapore and Malaysia because both countries have interests in that airspace sector. To take over that airspace, Indonesia must perform a series of efforts. One of the efforts is by improving Air Traffic Services (ATS) quality in Indonesia. In determining ATS service quality, pilot perceiving and expectation must be assessed. Pilot employed tangible and intangible cues to determine the quality.  The author determined forty items to describe pilot perception and expectation based on 10 (ten) criteria in evaluating service quality.  Moreover, total ATS quality which is including technical quality and functional quality dimensions are clearly presented. Other factor influencing ATS quality is safety culture which is merged with ATS quality. Human factor as the main source in conducting service is described clearly in relation with ATS. Human factor become important because human and its environment can affect ATS performance. Six principles of service management are elaborated in ATS system to improve ATS quality. Combined with service and management theories to obtain the conclusion of Indonesia ATS quality and ATS readiness, this research discussed the Indonesia strategic plan to improve service quality. Then, Directorate General of Civil Aviation (DGCA) will work together with Indonesia ANSP and ATS Unit authority to manage ATS quality in Indonesia in order to taking over airspace Sector A, B, and C from Singapore.   Keywords:      DGCA, ATS, Airspace, Service quality, Safety culture, Human factor, Service management, Strategic plan. / <p>This thesis is about how to manage and improve the Air Traffic Services in Indonesia based on management an business theories.</p> / Transportation Research

Bakalauro baigiamajame darbe nagrinėjama paslaugų kokybė Lietuvos kariuomenės atstovų, dalyvavusių renginyje „Gyvybės ir mirties keliu“, požiūriu. Teorinėje dalyje analizuojami sporto reikšmė, sporto renginio samprata, paslaugos ir paslaugos kokybės samprata. Buvo atlikta kokybės vertinimo modelių lyginamoji analizė ir pasirinktas tinkamiausias modelis šiam tyrimui – SERVQUAL. Remiantis šiuo modeliu parengta anketinė apklausa. Atlikus apklausa buvo surinkti ir išanalizuoti duomenis, bei pateiktos išvados. Raktiniai žodžiai: sporto renginys, paslauga, paslaugos kokybės vertinimas. Tyrimo objektas: sporto renginio paslaugų kokybės vertinimas. Tyrimo problema: koks egzistuoja Lietuvos kariuomenėje sporto renginių kokybės lygis ir kaip patenkinti, geriausiu atveju pranokti, vartotoju lūkesčius? Darbo tikslas: įvertinti sporto renginio „Gyvybės ir mirties keliu“, kaip paslaugos, kokybę. Darbo uždaviniai: 1. Apibrėžti sporto renginio sampratą; 2. Atskleisti paslaugų kokybės sampratą; 3. Išanalizuoti paslaugų kokybės vertinimo modelius bei metodus; 4. Ištirti ir įvertinti sporto renginio „Gyvybės ir mirties keliu“ , kaip paslaugos, kokybę. Tyrimo metodai: • Mokslinės literatūros analizė. • Anketinė apklausa. • Statistinė aprašomoji analizė. Darbe pateiktos 6 formulės, 12 paveikslų, 1 priedas. Darbo apimtis – 40 puslapiai. Panaudoti 39 literatūros šaltiniai. / Bachelor's thesis examined the quality of service of the sporting event "The way of life and death" through Lithuanian army representatives’, as a participants’, approach. The theoretical part analyzes the significance of sport, sporting event, the concepts of service and service quality. Comparative analysis of quality assessment models was carried out and the most appropriate model for this study – SERVQUAL – was selected. Based on this model questionnaire was developed. After the survey was conducted, data was collected and analyzed, and conclusions was formulated. Key words: sporting event, service, service quality assessment. The object of the work: sporting event quality assessment. Problem (research) question: what is the level of service quality of sporting events in Lithanian army, and how expectations of consumers can satisfied or even exceded? The porpose of work: to make an assessment of quality of sporting event “The way of life and death” as a service. Tasks of the work: 1. To define the concept of a sports event; 2. To reveal the concept of service quality ; 3. To analyze the service quality assessment models and methods; 4. To research and evaluate the service quality of “The way of life and death” sporting event. Methods of research: • The analysis of literature; • The quiz; • Statitical reviewing analysis. The work includes: 6 formulas, 12 pictures, 1 annex. Total: 40 pages. 39 references used.

Paskutiniu metu duomenų centrai teikia skirtingas tinklo, informacijos talpinimo, terminalinių serverių ir kitas paslaugas. Paslaugų kokybė priklauso ne tik nuo specifikuojamų SLA parametrų, bet ir nuo vartotojo poreikių. Taigi buvo sudaryta duomenų centrų paslaugų įvertinimo metodika, skirta palyginti paslaugų kokybę tiek vartotojams, tiek ir paslaugų teikėjams. Siūloma taikyti serverių bei tinklo sujungimų rezervacijas, norint užtikrinti aukštą paslaugų pateikiamumą. Dvi populiariausios duomenų centrų paslaugos buvo ištirtos: „thin-client“ (terminalinių serverių) architektūra, ir Web paslaugos. Web paslaugos kokybės įvertinimo bandymai buvo atlikti, norint parodyti, kad WRT kokybės parametras yra labiau informatyvus nei įprasti duomenų perdavimo tinklo parametrai. „Thin-client“ architektūros analizė parodė, kad ji gali būti naudojama LAN ir WAN tinkluose, ir gali būti labai ekonomiškai naudinga. Tinklo ir serverių resursų stebėjimas turi būti vykdomas, norint teikti aukštos kokybės paslaugas - taigi duomenų centrų paslaugų teikėjai privalo naudoti reikiamą aparatūrinę ir programinę įrangą periodiškiems matavimams atlikti, bei saugoti ir apdoroti gautus rezultatus. / Nowadays datacenters provide different network, hosting, terminal desktop and other services, and it has become very important to be able to evaluate the quality of these services. SLA (Service Level Agreement) metrics define the quality of service, but it also depends on the needs of the particular user. So the evaluation methodology was created in order to compare the quality of services, both: for the user, and for the datacenter service provider. A service provider has to implement the server architecture with network connection and server redundancy in order to assure high service availability. Two most popular datacenter services were analyzed: “thin-client” architecture and web services. The web service quality evaluation experiments have been made to show that web oriented performance metric "Web Response Time" (WRT) is more informative for web service quality assurance, comparing to the traditional latency and loss metrics in the network environment. “Thin-client” architecture analysis show that it can be used both in LAN and WAN networks, and it can be economically useful to outsource IT systems to datacenters by using this technology. Network and server resource performance monitoring has to be done in order to supply high quality services - so datacenter service providers have to use monitoring hardware and software to make periodical measurements and collect, store and process the results.

Pastaruoju metu daug diskutuojama paslaugų (ypatingai medicinos srityje) kokybės tema. Kadangi tema Lietuvoje aktuali, o mokslinių darbų atlikta labai nedaug, šis darbas turėtų tapti savotišku įnašu į sveikatos apsaugos paslaugų kokybės gerinimą. Dažnai iškyla klausimas ar teisingai suprantama kineziterapijos sąvoka ir kineziterapeuto kaip reabilitacijos specialisto atliekamas darbas. Todėl mūsų tyrimas leis geriau suprasti kokiame lygmenyje šiuo metu yra kineziterapijos specialistas, kokia vieta Lietuvos sveikatos apsaugos sistemoje ir įstatymų bazėje yra skiriama kineziterapeutui. Atliekamas tyrimas leis atlikti gilesnę analizę tarp pacientų ir medikų supratimo apie kineziterapeuto funkcijas, tikslus, uždavinius ir reabilitacinės komandos nario veiklą Tyrimo tikslas – nustatyti kineziterapijos paslaugų kokybę ir įvertinti asmens sveikatos priežiūros įstaigų vadovų bei pacientų požiūrį į kineziterapiją. Buvo atlikta anketinė apklausa, kurioje dalyvavo Kauno asmens sveikatos priežiūros įstaigų vadovai ir pacientai. Tyrimui pasirinkta 400 pacientų ir 40 įstaigų vadovų, tyrimo imtis – 440 respondentų. Tiriamųjų amžius – nuo 30 iki 70 metų, 67% moterų ir 33% vyrų. Tyrimo dalyvių atranka buvo vykdoma tipiniu metodu. Gauti rezultatai parodė, kad daugiau nei pusė visų asmens sveikatos priežiūros įstaigų vadovų nežino kas yra kineziterapija ir kas penktas neatskiria kineziterapijos nuo elektroterapijos. Net 56,2 proc. vadovų kineziterapijos nepriskiria prie būtinos pagalbos... [toliau žr. visą tekstą] / Lately the topic of service quality (especially in the medicine area) is widely discussed. As this topic is very relevant in Lithuania, and there are little works performed in the area, this study should become a partial contribution to the improvement of the service quality in the health service area. It is being often questioned if the concept of physiotherapy and the work of physiotherapist as specialist are understood correctly. Thus, our study will allow understanding in what level the specialist of physiotherapy is currently located, and what place is dedicated to the physiotherapist in the health service system and legislation of Lithuania. The study performed allows deeper analysis of the understanding of patients and medical staff about the functions, aims, goals and the activity of physiotherapist as member of the rehabilitation team. Aim of study: Determine the quality of physiotherapy services and evaluate the approach of the management of medical institutions and of patients to the physiotherapy. The questionnaire survey was performed where the patients and the management of the medical institutions of Kaunas participated. There were selected 400 patients and 40 managers of institutions; the sample of study is 440 respondents. The age of participants was from 30 to 70 years; 67% of women and 33% of men. The participants were selected using typical method. The obtained results revealed that more than half of the managers of medical institutions are in ignorance... [to full text]

Darbe analizuojama paslaugų ir jų kokybės sampratos, pristatomas tyrimas, kurio rezultate įvertinamas studentų požiūris į administratorių teikiamas paslaugas bei jų kokybę. Paslaugų teikimas studentams, tai – viena iš svarbiausių universiteto administracijos darbuotojų veiklos funkcijų. Paslaugos kokybę daugelis vartotojų suvokia kaip poreikių patenkinimą ir reikalavimų atitikimą. Teikiant paslaugas svarbiausia vartotojų poreikių patenkinimas ir teikiamos paslaugos kokybė. Baigiamojo darbo tikslas atlikti paslaugų kokybės ypatumų mokslinės literatūros analizę, nustatyti studentų požiūrį į administratorių teikiamų paslaugų kokybę ir pateikti pasiūlymus VDU EVF administratorių teikiamų paslaugų kokybės gerinimui. Siekiant įgyvendinti nustatytą darbo tikslą, teorinėje darbo dalyje pateikiami paslaugų kokybės vertinimo kriterijai, aptariami paslaugų kokybės matavimo modeliai. Antroje darbo dalyje pateikiami pagal Servqual metodiką atlikto tyrimo rezultatai. Trečioje, projektinėje darbo dalyje, pateikiami siūlymai VDU EVF administratorių teikiamų paslaugų kokybės gerinimui. / The diploma paper deals with service quality concepts and presents the research, which analyzes the university students’ attitude towards administrative assistants’ services and their quality. Services for students are one of the most important university administrative personnel’s functions. Many customers perceive service quality as satisfaction of their needs and meeting of their requirements. Satisfaction of customer needs and service quality are the core elements in the service sector. The aim of the diploma paper is to present the scientific literature analysis on service quality peculiarities, to set the students’ attitude towards the administrative assistants’ service quality and to give suggestions how to improve their service quality at the Faculty of Economics and Management of Vytautas Magnus University. In order to achieve the set aim of the paper the author in the theoretical part has distinguished the assessment criteria for service quality as well as has highlighted the service quality evaluation models. The second part of the paper analyzes the research results based on Servqual method. The third part gives suggestions how to improve the administrative assistants’ service quality at the Faculty of Economics and Management of VMU.