Measuring indian patients' satisfaction : a case of private hospitals

Exposure to global markets and competitors has placed increasing demands on all sectors of the Indian market. Introducing consumer choice was one of the key motivations underpinning the various healthcare utility privatization of the Indian Hospitals in 1980s, along with enhancing the quality of ser­vice provided to consumers. Customer satisfaction is becoming increasingly important for organizational survival, let alone prosperity. This paper aims to study the effect of service facilities provided to patients in private hospitals of India. Suitable satisfaction drivers are identified from the literature and talks with experts. A new customer satisfaction index is discussed. This index is based on American Customer Satisfaction Index (ACSI}. The concept is developed specially for the private hospitals operating in New Delhi and NCR market of India. A survey was carried out and 180 responses were collected. Application of factor analysis for satisfaction drivers shows that these variables are well represented by four dimensions, viz. information, process, service and expectation. From the point of view of the user, an advantage of the new customer satisfaction index, which can be named the Patients Satisfaction Index (PSI}, is that the values of the coefficients of the satisfaction drivers give clear hints on potential improvements for researchers and practitioner

Analysis of Sectoral Energy Demand in Pakistan

Purpose This research aims to estimate the energy demand for different sectors, including commercial, industrial, residential, transportation, and agriculture. For this purpose, various factors affecting the demand for energy in each sector have been analyzed. Methodology The adopted methodology is box Jenkins a systematic approach of identification, estimation, diagnostic checks, and forecasting of the model. This model is appropriate for time series data of medium to long-term length. Findings The data analysis outcomes specified that Pakistan's energy demand mainly depends on five fuel types. Within each sector, the consumption of fuel varies. Results show that 86% of energy consumption share is held by transport oil, industrial gas, industrial coal, residential gas, and residential electricity. Conclusion The major issue in the energy sector is the demand-supply gap primarily caused by the gas and electricity deficit. Conclusively, sectoral demand increases in each sector where commercial, residential, and industrial energy demand has higher growth. Moreover, the price effect is negative for all variables except coal, making it a Giffen goo

Service quality as a determinant of customer satisfaction and resulting behavioural intentions: A SEM approach towards Malaysian resort hotels

Despite extensive research on service quality and its consequences, there is still a lack of empirical research examining these variables in the context of resort hotels. In filling the gap, this study aims to assess service quality as determinant of customer satisfaction and resulting behavioural intentions in the context of Malaysian resort hotels. Based on the literature review, this study validates a new operationalization of service quality and hypothesises its significant effects on customer satisfaction and behavioural intentions. Based on convenience sampling, 425 questionnaires were received from the guests of Malaysian resort hotels. Structural equation modelling was used to analyse the collected data and the findings point out that, in general, guests were satisfied with the quality of the services provided by Malaysian resort hotels. It is also revealed that better perceptions of hotel ambience and staff courtesy, food and beverage products, staff performance and knowledge, reservation services and financial value were more likely to develop customer satisfaction which was, in turn, more likely to result in positive behavioural intentions such as revisit intentions or intentions to recommend it to others. The implications of these findings, limitation of the study and future research suggestions are also discussed

Bayesian estimation using Lindley’s approximation of Inverted Kumaraswamy distribution based on lower record values

In this paper, we have considered estimation of unknown parameters based on lower record values for Inverted Kumaraswamy distribution. Maximum likelihood and approximate Bayes estimators based on lower record values for unknown parameters of this distribution are obtained. Lindley’s approximation (L-approximation) is used to obtain approximate Bayes estimators under DeGroot loss function based on lower record values. A Simulation study and a real data analysis are presented to illustrate the results.Publisher's Versio

A study on holistic customer experience in China’s related hotel and resorts

Resort hotels have sprung up all over China in recent years providing customers with pleasurable and memorable experiences. The challenge to creating these consumer experiences is the proper identification of specific characteristics that influence experiences and gaining better understanding of how these experiences impact customers’ perceptions, emotions and behavior. To this end, this study intends to develop a model that identifies antecedents and consequences of consumer experiences in Chinese resort hotels. To facilitate this research objective, a model was presented which propose that advertising efforts and service performance of resort hotels are antecedents of consumer experiences whereas customers’ perceived value, consumption emotions, satisfaction and behavioral intentions are its consequences. This proposed holistic model of customer experience includes 11 hypotheses and is based on Stimulus – Organism – Response (S-O-R) model, Information Theory and Services Theatre Model. A scale was also developed to operationalize the construct of service performance. To initiate this research, a survey approach was taken. A total of 1570 questionnaires were distributed within 11 resort hotels across 5 cities in China and 900 of them were returned back. Partial least squares based structural equation modelling (PLS-SEM) was used to analyse the collected data. Overall, the results indicated that the proposed holistic model of customer experience is a parsimonious model with good predictive ability. The results also show that collected data fits the proposed model well with a support for all the 11 proposed hypotheses. Given that the experience of customers at resort hotel plays a significant role in affecting their emotions, perceptions and behavior, resort hotels need not only to put efforts into improving their service performance and advertising efforts, but also to understand and carefully manage the overall resort hotel experience. Overall, this study proposed and tested a holistic model of customer experience which does not only have a theoretical significance but also enhances understanding of customer experiences in resort hotels, their antecedents and consequences

Is Innovation in Pakistan Driven by Specialisation or Diversity?

Innovation is among the main drivers of industrial development leading to economic growth. However, the question triggers that what drives innovation? Is innovation driven by specialisation or diversification? The literature has supported both, the specialisation and diversification as driver of innovation. Therefore, the purpose of this paper is to explore the determinants of innovation in Pakistan with a special emphasis on specialisation and diversity. The analysis is based on the cross sectional data set of 784 firms across 13 different cities of Pakistan, i.e. Investment Climate Survey (ICS) 2007, compiled by the World Bank Enterprise Group. Our findings have showed the positive relation between innovation and diversity i.e. diversity is conducive to innovation. On the other hand, specialisation has a negative effect i.e. it hinders innovation in cities of Pakistan. JEL Classification: C21, C25, O31, O32 Keywords: Innovation, Specialisation, Diversity, Logistic Regressio