410 research outputs found
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
Integrating Kanoâs Model and SERVQUAL to Improve Healthcare Service Quality
Peer Review Only
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 performanceof 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
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
The role of mobile learning on the learning environment shifting at high school in Indonesia
Abstract: This research is the result of a multi-year research since 2013â2015, which aims to determine the shifting of learning environment associated with the development of mobile technology. The rapid changing on information technology has affected the current learning strategy. The analysis of this study is a qualitative descriptive approach. The result indicates that mobile
technology shifted the tendency of students to learn in a more personalised way.
This situation encourages teachers to be able to choose and use technology for students learning success. The implication of this research is that the teachers, students, and schools will need to have a different role than before to adapt the changing in todayâs learning environment. More focus again, learning design needs to enable cooperative learning in a mobile for the convenience of studying individually. In the implication of this research, there is a shifting of learning environment due to mobile technology
The Paradox on IT Literacy and Scienceâs Learning Achievement in Secondary School
Higher education is currently in the rapid change process. These changes are driven by many factors, both internal and external. Some trends in higher education in the development of one of them is a wider social context. People feel more comfortable with using the internet as a tool in the day-to-day. Information and communication technologies has important role on improving teaching and learning process. The aim of this research is to determine whether the student IT literacy medium influence the learning achievement of good science. This research is a quantitative research using multivariate statistical analysis techniques. The result is that IT literacy has no effect on learning achievement. This phenomenon is the paradox on learning and ICT issues.DOI: http://dx.doi.org/10.11591/ijere.v2i4.273
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