Service quality indicators for business support services

Quality is critical to corporate success as it plays a vital role in improving organisational productivity. It can be defined as ‘the totality of inherent characteristics of a product or service that bear on its ability to increase the demand for that product or service at a fixed price’ and can best be measured by capturing customer perceptions of the performance of those characteristics. Customising the SERVPERF methodology to measure service quality in a business-to-business context and subsequently testing it on both customers and suppliers of cleaning, catering and security services, the research led to a number of important and valuable insights concerning the service quality construct in a business-to-business environment. First, service quality in relation to cleaning, catering and security services consists of nine clear dimensions: reliability, clout, reputation, awareness, competitiveness, collaboration, accessibility, competence and assurance. The nine-dimensional construct identified shows high reliability and good validity in statistical terms. Furthermore, eight of the nine service quality dimensions are strongly or moderately yet significantly related to customer perceived service quality and customer satisfaction - clout being the exception. The same eight dimensions are significantly, but moderately related to purchase intention - suggesting that that there might be other constructs important in making a purchase decision (e.g. the costs of service delivery). Third, relating the nine service quality dimensions to the financial performance of supplier organisations, it was identified that six of the nine dimensions have significant relationships with one or more of the ten financial performance measures investigated - reliability, accessibility and competence being the exceptions. Finally, it was identified that customer organisations have significantly lower perceptions of the service quality they receive than do supplier organisations for competitiveness, collaboration, accessibility and competence. Moreover, customer perceived performance is significantly lower than customer perceived importance for eight of the nine service quality dimensions. For customer organisations, the empirical findings can be used to develop a framework of Service Quality Indicators, which can be used for monitoring and benchmarking service quality perception. For supplier organisations, the findings can be used for resource-allocation decisions pertaining to improve service quality, customer satisfaction and ultimately purchase intentions. It should be noted that the research is exploratory in nature and has only begun to address the many issues that are important in the management of business support services, but the questions addressed - what quality dimensions are important for customer satisfaction and what quality dimensions are important for supplier performance - are arguably among the most important in service quality management

Audit and AI: Can Artificial Intelligence Restore Public Trust?

Due to the fallout from a series of corporate fraud scandals in the late 2000s, the auditing world has lost much of the public trust that is very important to the profession. Much of the value of an audit opinion is determined by the trust the public places in the auditors behind the opinion. Without trust in the auditors, the audit opinion has very little value. The recent increase in the usage of artificial intelligence (AI) in many industries presents a solution to the problem of auditors. Increased usage of AI in the audit process has the potential to better meet public demand for an audit as well as restore public trust

A Multidimensional Scaling and Participatory Design Approach to Classify Open Ended Aircraft Maintenance Data

The quality assurance data to be analyzed by the web-based surveillance and auditing tool (WebSAT) is both qualitative and quantitative. The forced responses to checklist questions provide a definitive outcome identifying the effectiveness of the four quality assurance work functions. On the other hand, open-ended responses, the second type of response for capturing maintenance errors, are qualitative in nature since they reflect what the auditors and quality assurance representatives observe during their interactions at vendor locations. This research proposes to apply the statistical technique of multidimensional scaling (MDS) and the User centered Design (UCD) method of Participatory Design (PD) to categorize open-ended responses into suitable performance metrics of aircraft safety and organizational cost. Given the importance of the open-ended comments made in the quality assurance process, it is critical to capture all open-ended response data in addition to the attribute data acquired from the forced responses. While WebSAT proposes to capture both types of information, the open-ended responses require interpretation to ensure their appropriate application in the maintenance/inspection process; that is, this data must be associated with the appropriate measures of the maintenance process. This research then establishes performance measures implying the impact of audit and surveillance findings on aircraft safety and establishes another list of performance measures implying the impact of audit and surveillance findings on the organization. These performance measures are referred to as aircraft level impact (ALI) and organizational categories (OC), respectively. Five phases were the basis of this research. In the first phase of the research Multidimensional Scaling (MDS) was used to identify performance measures for ALI. The five performance measures were identified as Safety, Regulatory Compliance, Procedure / Paperwork Inadequacy, Operational, and House-Keeping and Storage

Determinants of satisfaction amongst tenants of UK Offices

Purpose – Corporate Occupiers require offices and services which meet their business needs, whilst landlords must attract and retain occupiers in order to maximise occupancy and rental income. The purpose of this research is to help landlords and corporate occupiers understand each other better, in order to achieve a mutually beneficial relationship. Design/methodology/approach - This paper analyses interviews with 1334 office tenants in the UK, conducted over an 11-year period, to investigate determinants of occupier satisfaction, loyalty and advocacy. Structural equation modelling and regressions are performed using respondents’ ratings of satisfaction with many aspects of occupancy as explanatory variables. The dependent variables include satisfaction with property management, value for money, overall occupier satisfaction, lease renewal intentions and occupiers’ willingness to recommend their landlord. Findings - The aspects with most impact on occupiers’ satisfaction are the office building itself, its location and amenities, and also communication with their property manager, a belief that their business needs are understood and the property manager’s responsiveness to occupiers’ requests. Occupiers’ loyalty depends mainly upon feeling that their rent and service charges provide value for money, an amicable leasing process, the professionalism of their property manager and the Corporate Social Responsibility of the Landlord. ‘Empathy’ is crucial to occupiers’ willingness to recommend their landlord, and clear documentation and efficient legal process improve occupiers’ perception of receiving ‘Value for Money’. Research Limitations - The sample is skewed towards occupiers of prime office buildings in the UK, owned by landlords who care sufficiently about their tenants to commission studies into occupier satisfaction. Practical implications - This research should help to improve the landlord – tenant relationship, benefitting the businesses that rent property and helping building managers understand where to focus their efforts to achieve maximum effect on occupier satisfaction, loyalty and advocacy. Originality/value - There has been little academic research into the determinants of satisfaction of occupiers of UK commercial property. This large-scale study enables the most influential factors to be identified and prioritised

Practicing CPA, vol. 21 no. 9, September 1997

https://egrove.olemiss.edu/aicpa_news/2692/thumbnail.jp

The Insider Threat

The Insider threat is defined similarly by experts in the information technology world for businesses, but addressing the threat has not been of great focus for most organizations. Technology and the Internet have grown exponentially over the past decade leading to changes in how business is conducted. Some basic business practices remain the same; protect the organization and its customers from breach of privacy. How data is gathered, stored, and retrieved has changed. Protecting the perimeter is still important, but these changes in technology now open the doors to a new threat; one that is known but not commonly protected against; the insider. Whether intentionally, or accidentally, the insider threat needs to be incorporated into the currently used security architectures and best practices. How should an organization include the insider threat to the current architecture is the question. Changes need to be made by organizations to the current security architecture. Currently, using technology is not enough, but is still necessary. In order to make it better, considering the employee as a whole and the daily activities necessary to complete a job, as well as working with other business units as a whole needs to be included in the architecture. Behavioral traits can be considered but there are issues in privacy that also need to be considered. Monitoring can be done, but that should not be the only thing considered. Employees lack knowledge as to why actions can have a negative effect on an organization and the way to address this is education. Educating end users is necessary and should be performed regularly to keep not just the technologically inclined up to date. Without education, the current technology used will continue to keep out the intruders, but will not be effective enough to protect against intentional and accidental misuse of the organization and its networks

Quality Assurance in the Physical Therapy Department: Current Practices in North Dakota Acute Care Hospitals

This independent study report presents a literature review on the development and transformation of the field of quality assurance. Topic areas covered in the review include the role and contributions played by key individuals, government, the Joint Commission, total quality management/continuous quality improvement (TOM/Cal) theory and methods, and the American Physical Therapy Association. The study also reports the results of a survey performed to ascertain what physical therapy departments in North Dakota hospitals are currently doing in regard to fulfilling quality assurance requirements. A relative lack of emphasis on the monitoring and assessment of treatment goals and patient outcomes, therapist education in the area of TOM/Cal in particular and quality assurance in general, and the differences between JCAHO and state standards were noted areas of concern. The report concludes with a discussion of the methods by which therapists can become more active and knowledgeable in OA/I theory and methodology

Dairy Animal Care: Quality Assurance

Dairy producers are encouraged to participate in the voluntary Dairy Animal Care and Quality Assurance (DACQA) Certification program. The purpose of this program is to enhance and demonstrate quality animal care practices, which assure food safety, quality and value as well as enhance consumer confidence in the milk and beef products that are harvested from cattle on America’s dairy farms

Impact of mobile health technology adoption on service quality and patient satisfaction

Long registration time, long waiting time, long medication-taking time and short consultation time, also called "three long, one short", are urgent management problems to be solved in Chinese hospitals. To this end, many hospitals have begun to actively invest in the establishment of mobile health applications (Apps), for the purpose of improving the medical environment and optimizing the clinical processes, such as making appointment, registration, consultation, payment, diagnosis and treatment, medication-taking, waiting time, and ultimately improving the quality of hospital services and patient satisfaction. This dissertation research aims at empirically examining the mechanisms through which patients’ uses of mobile health Apps affect their perceptions of hospital service quality and their satisfaction. The study is conducted in Shenzhen Eye Hospital in China. First, based on literature review and expert interviews, a research model was developed regarding the relationships among four variables: Mobile Health Technology Use (MHTU), Clinical Process Change (CPC), Service Quality (SQ), and Patient Satisfaction (PS). Five hypotheses about the relationship among the variables were proposed and tested. Based on existing measures in the literature and field interviews, a survey instrument was developed and tested using a pilot sample. The survey was then administered to randomly selected patients in the hospital over a period of three weeks. The research model and hypotheses were tested using SPSS statistical software. Results reported in the study include descriptive analysis of patient demographic information and medical information, exploratory factor analysis, reliability and validity analysis, correlation and regression analysis. The study results suggest that the use of mobile health Apps directly and significantly affects patient satisfaction, but it has no direct impact on the hospital service quality. Instead, it affects hospital service quality through the role of intermediate variables of perceived changes of clinical process by patients. Physician-patient Interaction is an important factor that positively affects the quality of hospital service. Convenience is one of the important dimensions for patients to perceive the quality of service in Chinese hospitals, and it has a positive and significant impact on patient satisfaction. The above findings suggest that hospital managers should not only pay attention to the management of system usage, but also to organizational factors that affect the results of system usage, such as the perceived changes of clinical process by patients. When evaluating the quality of hospital service, especially in the face of large-scale hospitals with large outpatient service, Convenience dimension should be considered. In addition, managers should pay attention to enhancing the initiative of physician-patient interaction, as it is an important factor affecting patients' perception of hospital service quality.O longo tempo de registo, o longo tempo de espera, o longo tempo de toma de medicamentos e o curto tempo de consulta, também chamados "três longos, um curto", são problemas de gestão urgentes a resolver nos hospitais Chineses. Para tal, muitos hospitais começaram a investir ativamente no estabelecimento de aplicações (Apps) móveis de saúde, com o objetivo de melhorar o ambiente médico e otimizar os processos clínicos, como agendamento, registo, consulta, pagamento, diagnóstico e tratamento, tomada de medicamentos, tempo de espera e, por fim, melhorar a qualidade dos serviços hospitalares e a satisfação dos pacientes. A investigação desta dissertação visa examinar empiricamente os mecanismos através dos quais o uso de Apps móveis de saúde pelos pacientes afeta as suas percepções sobre a qualidade do serviço hospitalar e a sua satisfação. O estudo é realizado no Shenzhen Eye Hospital, na China. Primeiramente, com base na revisão da literatura e em entrevistas com especialistas, foi desenvolvido um modelo de pesquisa sobre as relações entre quatro variáveis: Uso de Tecnologia Móvel em Saúde (MHTU), Mudança de Processos Clínicos (CPC), Qualidade de Serviço (SQ) e Satisfação do Paciente (PS). Cinco hipóteses sobre a relação entre as variáveis foram propostas e testadas. Com base nas medidas existentes na literatura e nas entrevistas de campo, foi desenvolvido e testado um questionário utilizando uma amostra piloto. O questionário foi então administrado a pacientes selecionados aleatoriamente no hospital durante um período de três semanas. O modelo de pesquisa e as hipóteses foram testados utilizando o software estatístico SPSS. Os resultados relatados no estudo incluem análise descritiva das informações demográficas e informações médicas dos pacientes, análise fatorial exploratória, análise de confiabilidade e validade, análise de correlação e regressão. Os resultados do estudo sugerem que o uso de Apps móveis de saúde afeta direta e significativamente a satisfação do paciente, mas não tem impacto direto na qualidade do serviço hospitalar. Em vez disso, afeta a qualidade do serviço hospitalar através do papel de variáveis intermediárias das alterações percebidas pelo paciente no processo clínico. A interação médico-paciente é um fator importante que afeta positivamente a qualidade do serviço hospitalar. A conveniência é uma das dimensões importantes para que os pacientes percebam a qualidade do serviço nos hospitais Chineses, tendo um impacto positivo e significativo na satisfação dos pacientes. Os resultados acima sugerem que os gestores hospitalares devem prestar atenção não apenas à gestão do uso do sistema, mas também aos fatores organizacionais que afetam os resultados do uso do sistema, como as mudanças percebidas pelos pacientes no processo clínico. Ao avaliar a qualidade do serviço hospitalar, especialmente no caso de hospitais de grande dimensão com um elevado número de atendimentos em ambulatório, a dimensão conveniência deve ser considerada. Além disso, os gestores devem estar atentos para potencializar a iniciativa de interação médico-paciente, pois este é um fator importante que afeta a percepção dos pacientes sobre a qualidade do serviço hospitalar