Integrating Kano’s 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 Kano’s 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 “attractive”. Four service quality attributes have been categorized as “must be”, and sixteen of them as “one-dimensional”. However, there is no service quality attribute can be categorized as “reverse” and “questionable”. It can be predicted that offering customers “must be” 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 “attractive” quality attributes instead of “must be” or “one-dimensional” 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

Answering the “Now What?”: The Development of a Transdisciplinary Breast Cancer Survivorship Nonprofit Organization

Although patients are living longer or are surviving breast cancer, the side effects of treatment still leave patients struggling with quality-of-life issues. The lack of whole-person care leaves patients unequipped after treatment is complete, searching for answers and a way to survive on their own. The unintended consequence becomes a dramatic shift from the weekly/daily medical appointments during active treatment to a silence that can be daunting for many to navigate. Living Your Truth Empowered, shortened to LYTE Foundation, is an antiauthoritarian minded and anti-hierarchal nonprofit created to address the needs of the growing breast cancer survivor population. LYTE is focused on six areas: charter network, education and training, research and evaluation, marketing, development, and partnerships. Each area is not meant to be inherently distinct, but rather work collectively to create a transdisciplinary approach to breast cancer survivorship care. LYTE Foundation, Inc. was incorporated on September 22, 2022, officially launched to the public on December 9, 2022, and received nonprofit 501(c)(3) status on May 4, 2023. LYTE is now in need of long-term organizational support. The primary goal of this dissertation was to identify organizational best practices and provide LYTE Foundation’s leadership with tangible recommendations to implement. As such, the main project objective was to provide a strategic plan to LYTE Foundation’s Board of Directors on best practices for long-term organizational sustainability. Through my research, I encountered a lack of information surrounding organizational assessment rooted in anti-hierarchal and anti-authoritarian leadership. To fill this gap, I developed WHOLE ( W ell-being and H ealth of O rganizations, L eaders, and E mployees ) Assessment , a comprehensive framework I used to assess the health and long-term sustainability of LYTE Foundation through the lens of its employees and leadership. WHOLE combines Organizational Development Strategy, the McKinsey 7-S Framework, the PERMA Model, and Strategic Planning. I developed WHOLE Assessment to examine LYTE at its current stage, in order to pinpoint ongoing successes and opportunities for improvement. I used a purposive sample of current LYTE leadership and employees, and included two organizational industry experts, as my data set. Data collection included ten semi-structured interviews and one focus group, totaling twelve participants. Immediate results from the interviews covered the L eadership and E mployees acronyms of WHOLE Assessment . Deeper analysis of the results brings WHOLE together—specifically the words W ell-being and H ealth and how it relates to the entire O rganization. To be inclusive, transparent, and vulnerable, one must be able to communicate. Focusing on being open, accountable, consistent, and purposeful in communications increases the chances of an inclusive work environment. Enacting transparency builds trust and a commitment to the organization. Collaboration is achieved by breaking down barriers. Finally, flexibility is achieved by leadership and employees being continuously communicative so that all workers believe themselves to be an integral part of the team. Results of this study formed the final deliverable for this project—a strategic plan. I used the results from applying WHOLE Assessment as a jumping off point for setting up LYTE’s strategic plan. By and large, my research emphasizes a shift towards a more holistic approach to employee wellbeing in the workplace. I created WHOLE Assessment to feature employee and leadership voices in a not-for-profit organization. Although WHOLE was created for a nonprofit organization, its application can be utilized by any organization looking to incorporate employee wellness in its overall systemic review. By highlighting employee wellness, organizations will develop a company culture based on high morale, leading to increases in structural effectiveness

Assessment of the Feasibility of Permeable Pavement for Sustainable Stormwater Management Using SWMM

The advancement of urbanization in the Philippines changed natural lands into impervious surfaces and aided the contamination of surface runoff and nearby water bodies. Low Impact Development (LID) technologies were introduced as an alternative to conventional drainage systems, specifically permeable pavements. Such technology is beneficial for stormwater runoff reduction, ground infiltration enablement, and stormwater treatment. This research was conducted to investigate the feasibility of permeable pavement for sustainable stormwater management in a university setting, particularly in De La Salle University – Laguna Campus. The Storm Water Management Model (SWMM) was utilized to simulate different rainfall scenarios on selected little to no vegetation regions with increasing permeable pavement area coverage. The findings showed that the LID surface area to subcatchment area (SA/CA) ratio is inversely proportional to the total runoff reduction observed in all rainfall scenarios. The total runoff reached zero when the SA/CA ratio was at least 50%. The permeable pavement was concluded to be effective in surface runoff infiltration, reduction, and storage which is beneficial for long-term stormwater management and flood prevention strategies. The study can be used in future investigations and applications of similar LID technologies

Modeling the Hydrologic Performance and Cost-Effectiveness of LID in a Residential Park Area Using a Decentralized Design Approach

Low Impact Development (LID) is one of the current research interests toward green infrastructures and urban flood control that have the capability to return developed watersheds to pre-development hydrological conditions, bringing numerous water quantity and quality benefits, while being cheaper than their traditional counterparts. However, there is a current research gap about LIDs within tropical regions. This study aims to evaluate the cost efficiency of LID scenarios in varying surface areas through a cost-effectiveness (C/E) analysis and to assess flow reduction and infiltration improvement of the cost-effective LID scenarios using US EPA Stormwater Management Model (SWMM) in a tropical residential catchment receiving an annual rainfall of 1780.5 mm (70.1″), under a Type 1 Philippine Climate. Results have shown that the Weibull plotting position generated the largest rainfall amounts. A total of 2112 manually simulated LID scenarios were modeled to obtain the cost-effective or optimal LID scenarios, where they can generate a maximum of 38.67% flow reduction and 29.73% peak flow reduction, all observed in the multiple LID scenarios. At high rainfall amounts, the multiple LID scenarios can also peak at a 1113% increase in total infiltration in the given sub-catchments. Determining the target capture goal, applicable LID types, and cost estimations from a pilot project are vital components in the future application of LIDs in these regions

Modeling the Hydrologic Performance and Cost-Effectiveness of LID in a Residential Park Area Using a Decentralized Design Approach

Low Impact Development (LID) is one of the current research interests toward green infrastructures and urban flood control that have the capability to return developed watersheds to pre-development hydrological conditions, bringing numerous water quantity and quality benefits, while being cheaper than their traditional counterparts. However, there is a current research gap about LIDs within tropical regions. This study aims to evaluate the cost efficiency of LID scenarios in varying surface areas through a cost-effectiveness (C/E) analysis and to assess flow reduction and infiltration improvement of the cost-effective LID scenarios using US EPA Stormwater Management Model (SWMM) in a tropical residential catchment receiving an annual rainfall of 1780.5 mm (70.1″), under a Type 1 Philippine Climate. Results have shown that the Weibull plotting position generated the largest rainfall amounts. A total of 2112 manually simulated LID scenarios were modeled to obtain the cost-effective or optimal LID scenarios, where they can generate a maximum of 38.67% flow reduction and 29.73% peak flow reduction, all observed in the multiple LID scenarios. At high rainfall amounts, the multiple LID scenarios can also peak at a 1113% increase in total infiltration in the given sub-catchments. Determining the target capture goal, applicable LID types, and cost estimations from a pilot project are vital components in the future application of LIDs in these regions

Stormwater Harvesting from Roof Catchments: A Review of Design, Efficiency, and Sustainability

Roof runoff is collected rainwater from a roof using a rainwater harvesting system (RWHS). The construction of an efficient RWHS requires a thorough analysis of the rainwater quality and the appropriate treatment process for its intended use. In line with this, a bibliometric and comprehensive review of studies related to roof rainwater harvesting was conducted. A corpus of 1123 articles was downloaded from the Scopus database and parsed through the CorText Manager to determine the relationships between keywords, journals, and topics related to rainwater harvesting. A comprehensive analysis was also conducted to determine the different designs of RWHS, the quality of harvested rainwater from roof catchments, the efficiency of the system for specific purposes, and its sustainability in terms of economic, environmental, and social aspects. Results show that the effectiveness of a RWHS heavily depends on its installation site, the physicochemical characteristics of the harvested rainwater, and the acceptability of the end users. An effective water treatment process is essential for achieving better water quality for harvested rainwater. Moreover, assessing the financial viability and return on investment of an RWHS is necessary

Assessment of aeration pond operation in a constructed wetland receiving high nitrogen content wastewater from livestock area

This study was performed to assess the operation conditions in the aeration pond (AP) of the surface flow constructed wetland (CW). The AP was employed to provide oxygen supply to the CW at alternating 3 h on and off. Batch test and prototype lab-scale test experiments were conducted in the laboratory to determine oxygen transfer coefficient (KLa) and oxygen consumption rate (qO2CX) values using samples from the AP. Field test monitoring was also performed to determine the water quality changes in the AP. Based on the field test monitoring, the effluent DO from the AP was increased by almost 20% due to the aeration. The KLa(20°C) and qO2CX values obtained from the field tests were relatively higher in comparison with the values reported from other wastewater treatment technologies signified an increase in oxygen transfer in the AP. Findings showed that the AP is operating with high KLa and low qO2CX which resulted to high cost in aeration system operation. Consequently, it is suggested that non-aeration time could be increased more than the aeration operation time of 3 h. © 2018 Desalination Publications. All rights reserved

Study On The Separation And Extraction Of Rare-Earth Elements From The Phosphor Recovered From End Of Life Fluorescent Lamps

In this study, recovered phosphor from end of life three-wavelength fluorescent lamp was selected for reuse rare earth elements in the phosphor. The effect of a type of acid, concentration, and time was investigated as solubility of rare earth elements. In addition, precipitate heat-treated was investigated as possibility of reusable phosphor. The results showed that the amount of the rare earth elements was different values depending on the type of acid, and it was investigated with concentration of acid and reaction time. After precipitation reaction, the precipitate was sintered in electric furnace in order to reuse rare earth elements as phosphor. It was confirmed that yttrium, europium, oxygen, and carbon through X-ray diffraction and inductively coupled plasma analysis. Following the results, it can assume that rare earth oxide reuse the phosphor as three-wavelength fluorescent lamp