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Real-world research and its importance in respiratory medicine
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Integrating Kanoâs Model and SERVQUAL to Improve Healthcare Service Quality
The purpose of this research is focus on customer relationship management (CRM) strategies
and relationship between service attributes and customer satisfaction through Kanoâs model especially on
healthcare service at the private hospital. The paper specifically investigates the applicability of the model
and the key factors in the hospital service business. The hospital service quality much depends on the
performance of the attributes that define a service. The aim of this paper is first to investigate the attribute
of service quality using Servqual perspective, thus the management is able to adjust the relationship
between performance of service attributes and customer satisfaction, and second, through a case study
in the private hospital to prove that the importance of a service attribute is a function of the performance
of that attribute.
An empirical study using questionnaires with a focus on service enquiring about the performance
of service key attributes and overall customer satisfaction was conducted using Servqual perspective
including 5 parameters i.e. Tangibles, Reliability, Responsiveness, Assurance, Empathy. The data were
fed into the Kano customer satisfaction model which used Five-level Kano questionnaire for analysis and
comparison between one attribute to the others.
This research found that there are three of the total 26 service quality attributes have been
categorized as âattractiveâ. Four service quality attributes have been categorized as âmust beâ, and
sixteen of them as âone-dimensionalâ. However, there is no service quality attribute can be categorized as
âreverseâ and âquestionableâ. It can be predicted that offering customers âmust beâ or expected quality
attributes will not be enough for customer satisfaction in few next days cause of the contemporary world
and the environment changing. Hence, companies should focus on âattractiveâ quality attributes instead of
âmust beâ or âone-dimensionalâ attributes in order to satisfy customers and to achieve competitive
advantage.
The research limitations is the Kano model of customer satisfaction needs to be extended to
other customer behavior variables and also management strategic response to increase customer loyalty;
which not include in this paper. The implication is the methodology employed here can be easily applied
by hospital management to evaluate customer behaviors and service quality performance
Human-Machine Collaborative Optimization via Apprenticeship Scheduling
Coordinating agents to complete a set of tasks with intercoupled temporal and
resource constraints is computationally challenging, yet human domain experts
can solve these difficult scheduling problems using paradigms learned through
years of apprenticeship. A process for manually codifying this domain knowledge
within a computational framework is necessary to scale beyond the
``single-expert, single-trainee" apprenticeship model. However, human domain
experts often have difficulty describing their decision-making processes,
causing the codification of this knowledge to become laborious. We propose a
new approach for capturing domain-expert heuristics through a pairwise ranking
formulation. Our approach is model-free and does not require enumerating or
iterating through a large state space. We empirically demonstrate that this
approach accurately learns multifaceted heuristics on a synthetic data set
incorporating job-shop scheduling and vehicle routing problems, as well as on
two real-world data sets consisting of demonstrations of experts solving a
weapon-to-target assignment problem and a hospital resource allocation problem.
We also demonstrate that policies learned from human scheduling demonstration
via apprenticeship learning can substantially improve the efficiency of a
branch-and-bound search for an optimal schedule. We employ this human-machine
collaborative optimization technique on a variant of the weapon-to-target
assignment problem. We demonstrate that this technique generates solutions
substantially superior to those produced by human domain experts at a rate up
to 9.5 times faster than an optimization approach and can be applied to
optimally solve problems twice as complex as those solved by a human
demonstrator.Comment: Portions of this paper were published in the Proceedings of the
International Joint Conference on Artificial Intelligence (IJCAI) in 2016 and
in the Proceedings of Robotics: Science and Systems (RSS) in 2016. The paper
consists of 50 pages with 11 figures and 4 table
A conceptual treadmill: the need for âmiddle groundâ in clinical decision making theory in nursing
This paper explores the two predominant theoretical approaches to the process of nurse decision making prevalent within the nursing research literature: systematic-positivistic approaches as exemplifed by information processing theory, and the intuitive-humanistic approach of Patricia Benner. The two approaches' strengths and weaknesses are explored and as a result a third theoretical stance is proffered: the idea of a cognitive continuum. According to this approach the systematic and intuitive theoretical camps occupy polar positions at either end of a continuum as opposed to separate theoretical planes. The methodological and professional benefits of adopting such a stance are also briefly outlined
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