Relevant bibliographies by topics / Empathy And Responsiveness

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Book chapters
  4. Conference papers

Academic literature on the topic 'Empathy And Responsiveness'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Empathy And Responsiveness"

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M. Rizal. "Analisis pengaruh kualitas pelayanan terhadap kepuasan pasien (studi pada pasien R. S. Condongcatur Yogyakarta)." Journal of Economics, Business, Accounting and Management (JEBAM) 1, no. 1 (2023): 17–29. http://dx.doi.org/10.61476/7wfea710.

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Empirical research is needed to determine the effect of direct evidence (tangibles) to the satisfaction of the patient, to determine the effect of reliability (reliability) to the satisfaction of the patient, to determine the effect of the guarantee (assurance) to the satisfaction of the patient, to determine the effect of responsiveness (responsivenes) on patient satisfaction and to determine the effect of empathy (empathy) toward patient satisfaction. The results showed that simultaneous five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, empathy and
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Dedi Supriadi and Leo Alexander Tambunan, S.E,M.M. "PENGARUH LAYANAN APOTIK TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT X GADING SERPONG TANGERANG." Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan 2, no. 2 (2022): 268–77. http://dx.doi.org/10.55606/jimek.v2i2.250.

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Quality greatly affects patient satisfaction, where the patient will feel satisfied if the patient's perception of the quality of service is as expected by the patient. And will feel dissatisfied if the quality of service is not as expected. With the results of minimal service quality, of course, patient satisfaction is also not optimal.
 Therefore, this study aims to determine the effect of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), attention (empathy), and assurance (assurance) on patient satisfaction. The population in this study were all
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Dian Septiana Sari. "The Influence of Service Quality on Customer Satisfaction In SMEs – In Samosir." International Journal of Management, Economic and Accounting 1, no. 2 (2023): 191–207. http://dx.doi.org/10.61306/ijmea.v1i2.25.

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The aim of this study, to test the effect of service Reliability (accuracy), Responsiveness (responsiveness), Assurance (security or safety), Empathy (attention) and Tangibles (physical condition) simultaneously affect the customer satisfaction of SMEs - in Samosir. This research is quantitative descriptive research is research that aims to decipher or describe the properties (characteristics) of a situation or object of research, which is conducted through the collection and analysis of quantitative data and statistical testing. This research test equipment using multiple linear regression mo
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Djusar, Syahtriatna, Muhamad Sadar, and Elvira Asril. "Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 11, no. 2 (2020): 278–90. http://dx.doi.org/10.31849/digitalzone.v11i2.5331.

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Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesu
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Setijobudi, Ec Lts, and P. Haryoso. "PENINGKATAN KEPUASAN DAN LOYALITAS NASABAH PADA PT BANK CENTRAL ASIA TBK CABANG UTAMA SURAKARTA." EXCELLENT 5, no. 1 (2018): 32–41. http://dx.doi.org/10.36587/exc.v5i1.279.

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Penelitian ini bertujuan untuk mengetahui pengaruh Reliability, Responsiveness, Assurance, Tangibles, Empaty terhadap Kepuasan Nasabah dan Loyalitas Nasabah PT. Bank Central Asia Tbk, Surakarta. Populasi dalam penelitian ini adalah nasabah tabungan pada PT. Bank Central Asia Tbk Cabang Utama Surakarta yang telah memanfaatkan jasa perbankan lebih dari 3 tahun,yang jumlahnya 935 nasabah. Pengambilan sampel dengan tehnik purposive random random sampling dengan jumlah sampel keseluruhan 100 nasabah,. Data yang digunakan dalam menganalisis penelitian ini diperoleh dari data primer menggunakan kuesi
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Wati, Erdiana, Abd Salam Razak, and Adrian Tawai. "PENGARUH KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA TOKO COLOMBUS KOTA KENDARI." Business UHO: Jurnal Administrasi Bisnis 1, no. 1 (2016): 55. http://dx.doi.org/10.52423/bujab.v1i1.9550.

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This study aims to determine the effect of employee service quality (SERQUAL), namely: physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on consumer satisfaction at the Colombus Stores in Kendari City and to find out the influence of dominant service quality on customer satisfaction at the Kendari City Colombus Store. This study uses multiple linear regression analysis using the F test and t test. Simultaneous analysis results show that the physical evidence variable (tangibles) X1, reliability (reliability)
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Peveretou, Foteini, Sina Radke, Birgit Derntl, and Ute Habel. "A Short Empathy Paradigm to Assess Empathic Deficits in Schizophrenia." Behavioral Sciences 10, no. 2 (2020): 41. http://dx.doi.org/10.3390/bs10020041.

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Empathy is important for successful social interaction and maintaining relationships. Several studies detected impairments in empathic abilities in schizophrenia, with some even indicating a broader deficit in several components, including emotion recognition, perspective taking, and affective responsiveness. The aim of our study was to validate a short version of the previous empathy paradigm as a reliable and easily applicable method to assess empathic deficits in patients with schizophrenia potentially within clinical routine. To do so, we applied the short version to 30 patients (14 female
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Bettrianto, Bettrianto, and Vina Dwi Lestari. "Hubungan Mutu Pelayanan dengan Capaian Standar Pelayanan Minimal pada Pasien di Ruang Rawat Inap Rumah Sakit Dr. Bratanata." Jurnal Riset Hesti Medan Akper Kesdam I/BB Medan 8, no. 1 (2023): 1. http://dx.doi.org/10.34008/jurhesti.v8i1.296.

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Minimum Service Standards for the Health Sector or Health SPM are prepared based on Government Regulation Article 4 paragraph 1 Number 65 of 2005 concerning Guidelines for the Preparation and Implementation of Minimum Service Standards (SPM). With SPM in the health sector, it is hoped that the most basic and essential health services can be fulfilled at the minimum level nationally, so as to reduce the gap in health services. Analyzing the relationship between Tangible service quality (direct evidence), Reliability (reliability), Responsivennes (responsiveness), Assurance (guarantee) and Empat
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Maesaroh, Tri Shinta. "RELATIONSHIP OF SERVICE QUALITY DIMENSIONS WITH SERVICE SATISFACTION ANTENATAL CARE." Journal of Applied Health Management and Technology 2, no. 4 (2020): 128–36. http://dx.doi.org/10.31983/jahmt.v2i4.6464.

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According to data and health information from the Grobogan District Service, Puskesmas Godong II is one of the Puskesmas with the coverage of Antenatal Care lowest. In 2016 the coverage of K1 was 100%, K4 was 94.42% and in 2017 KI was 100%, K4 was 93.37%. The gap that occurs between K1 and K4 is due to patients feeling dissatisfied with the services provided so that patients do not make repeat visits and have an impact on the decline of in coverage Antenatal Care. The purpose of this study to determine the relationship of the dimensions of quality of service reliability (reliability), responsi
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Map, Jurnalmap, and Eskalinda ÔÇÄ. "KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS ENOK TEMBILAHAN KABUPATEN INDRAGIRI HILIR." MAP (Jurnal Manajemen dan Administrasi Publik) 4, no. 1 (2021): 28–40. http://dx.doi.org/10.37504/map.v4i1.303.

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This study aims to describe the quality of health services in Enok Tembilahan Health Center. This research is a type of quantitative descriptive research, with dimensions of service quality according to Parasuraman, Zeithaml and Berry consisting of Tangibles (direct evidence), Reliability, Responsiveness (responsiveness), Assurance (assurance) and Empathy. The results of studies that have been conducted on service quality at Enok Tembilahan Health Center in health services, from the five dimensions namely Tangibles (direct evidence), Reliability, Responsiveness, Assurance and Empathy, the qual
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Dissertations / Theses on the topic "Empathy And Responsiveness"

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Stern, Micky. "Struggles with empathy and optimal responsiveness : an intersubjective view." Master's thesis, University of Cape Town, 1993. http://hdl.handle.net/11427/13453.

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Includes bibliography.<br>This dissertation reviews the psychotherapeutic techniques of empathy and optimal responsiveness from within a Self Psychology framework. Self Psychologists view these techniques as essential for the activation of the selfobject experience, the core requirement for the restoration of a cohesive sense of self. However, numerous factors arising in the therapeutic situation mitigate against empathic listening, and there is no real consensus amongst Self Psychologists about what constitutes an optimal response. This presents a particular difficulty for trainee therapists
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Hubbard, Amy Sachiko Ebesu 1966. "Examination of relational responsiveness and empathy during conflict in dating relationships." Diss., The University of Arizona, 1996. http://hdl.handle.net/10150/282200.

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Conflict discussions are important events in serious dating relationships. How disagreements are managed can impact the level of satisfaction with the interaction and may eventually or concomitantly affect the overall relationship as satisfying or dissatisfying interactions accumulate. This study investigated the role of conflict in relationships by examining relational responsiveness (i.e., the signed difference between partner's expectations and perceptions of actual behaviors during conflict) and the role of empathy (i.e., perspective taking, empathic concern, and emotional contagion) as a
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Lease, Rita Jacobs Linda. "An investigation of the effect of practicing active listening skills on empathic responsiveness." 1987. http://catalog.hathitrust.org/api/volumes/oclc/17423054.html.

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Thesis (M.S.)--University of Wisconsin--Madison, 1987.<br>Typescript. eContent provider-neutral record in process. Description based on print version record. Includes bibliographical references (leaves 44-49).
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Book chapters on the topic "Empathy And Responsiveness"

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Watson, Jeanne C. "Empathy and responsiveness in emotion-focused therapy." In Developing the therapeutic relationship: Integrating case studies, research, and practice. American Psychological Association, 2018. http://dx.doi.org/10.1037/0000093-011.

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Khorana, Sukhmani. "Watching to Witness: Responses Beyond Empathy to Refugee Documentaries." In Ethical Responsiveness and the Politics of Difference. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-93958-2_8.

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Kurnanda, Defri, Endang Sulistya Rini, and Beby Karina. "The Impact of Responsiveness and Empathy on Satisfaction and Loyalty of the PT Citilink Indonesia’s Passengers at Kualanamu International Airport." In Proceedings of the 19th International Symposium on Management (INSYMA 2022). Atlantis Press International BV, 2022. http://dx.doi.org/10.2991/978-94-6463-008-4_115.

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AbstractIn providing the services to the passengers, the company’s management has tried to provide its best. However, it is not easy to establish passenger satisfaction which leads to the passengers’ loyalty, though the employees have maximally delivered the services given. It is hoped that by providing an excellent service based on the PT Citilink Indonesia service standards, the number of passengers and people’s demand to fly PT Citilink Indonesia airline will increase. This study aims to investigate the impact of responsiveness on satisfaction and loyalty of the PT Citilink Indonesia’s pass
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Kronsell, Annica. "Imagining a New Gender Contract for Climate." In A New Gender Equality Contract for Europe. Springer International Publishing, 2024. http://dx.doi.org/10.1007/978-3-031-59993-4_8.

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AbstractIn Europe, climate change has largely been governed through the logic of ecological modernisation with a preference for market and growth mechanisms, efficiency, technical solutions and innovation. This has several gender effects: it has maintained the exclusion of women from climate governance; and led to the invisibility of gender and a denied dependency on social reproduction and nature. This chapter develops this critique. Based on the transformative scholarship of ecological feminism, the chapter sketches an alternative climate governance rationality to address what is needed to c
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Summers, Latonya M., and Lotes Nelson. "Counseling With Cultural Humility, Empathy, and Responsiveness." In Multicultural Counseling. Springer Publishing Company, 2022. http://dx.doi.org/10.1891/9780826139535.0003.

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Batson, C. Daniel. "Behavioral Consequences." In Empathic Concern. Oxford University PressNew York, 2023. http://dx.doi.org/10.1093/oso/9780197610923.003.0009.

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Abstract Behavioral consequences of feeling empathic concern are most obvious at the interpersonal level—in our relations with other individuals. Research supports a wide range of interpersonal benefits, including (a) more sensitive parental care; (b) more attention and responsiveness to the needs of romantic partners, friends, and strangers; (c) less aggression toward and derogation of the targets of empathy; and (d) increased concern for stigmatized individuals. In both the West and the East, religion has been claimed to be a source of similar interpersonal benefits, although evidence is mix
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Gibbs, John C. "“The Good” and Moral Development." In Moral Development and Reality. Oxford University Press, 2019. http://dx.doi.org/10.1093/oso/9780190878214.003.0005.

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Social perspective-taking and development beyond the superficial also entail caring or feeling. Accordingly, we shift in this chapter from the right to the good, from justice to empathy, from the primarily cognitive to the primarily affective strand of moral motivation and development. We draw heavily on Hoffman’s theory, even as we also consider recent refinements, issues, and challenges (de Waal, Decety, Zahn-Waxler, Bloom). Much more than did Haidt, Hoffman has focused our attention on the role of empathy in moral development. Thanks to cognitive development, language development, and moral
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Trivedi, Jigna Chandrakant, and Bindiya Kunal Soni. "A Study on Factors Influencing the Purchase Intention of Insurance Products Amongst Urban Households of Gandhinagar City." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-5853-2.ch002.

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This study is carried out to analyze how SERVQUAL factors together with customer satisfaction and customer trust to influence the purchase intention for the insurance industry in Gandhinagar, Gujarat. The primary data for the study was collected through a self-administered questionnaire. 379 responses were collected from the households of the selected region through the convenience sampling method. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were employed to check how tangibility, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer
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Lee, Sang-Gun, Sangjin Yoo, and Zoonky Lee. "Media Selection and End-User Satisfaction." In Computing Information Technology. IGI Global, 2003. http://dx.doi.org/10.4018/978-1-93177-752-0.ch008.

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In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL: reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that the use of conventional media (face-to-face and telephone) is related to help desk satisfaction, through reliability and empathy and electronic media (e-mail and Internet), users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) sho
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Sisik, Ülkü, Leyla Özer, and Muhammet Mustafa Cerit. "Evaluating the Dimensions of Web-Based Software System Service Quality." In Advances in Business Information Systems and Analytics. IGI Global, 2010. http://dx.doi.org/10.4018/978-1-60566-996-0.ch008.

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The purpose of this study is to evaluate Web-based service quality. First related literature is reviewed and then a survey is conducted to measure Web-based service quality which is provided by a Turkish firm. Study results have indicated six Web-based service quality dimensions; information quality, responsiveness, Web assistance, tangibles, empathy, and call-back. Average values of information quality and responsiveness dimensions are highest indicating that these are valued highly by respondents in determining the software firm’s service quality. Also, average values of all dimensions being
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Conference papers on the topic "Empathy And Responsiveness"

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Simbolon, Riaty, Ermi Girsang, and Ali Napiah Nasution. "Relationship of Reliability, Responsiveness, and Nurse Empathy to Inpatient Satisfaction." In International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical. SCITEPRESS - Science and Technology Publications, 2020. http://dx.doi.org/10.5220/0010286700510057.

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Sutanto, Slamet. "Public Health Center Patient Satisfaction: The Role of Empathy, Reliability, Responsiveness, Assurance, and Tangibles." In Proceedings of the 2nd Lekantara Annual Conference on Public Administration, Literature, Social Sciences, Humanities, and Education, LePALISSHE 2022, 29 October 2022, Malang, East Java, Indonesia. EAI, 2023. http://dx.doi.org/10.4108/eai.29-10-2022.2334031.

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Johnson, Johnitha. "Teach for America STEM Teachers: Efficacy and Empathy in Enacting Cultural Responsiveness in Urban Classrooms." In 2024 AERA Annual Meeting. AERA, 2024. http://dx.doi.org/10.3102/2111708.

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Smirnov, A. A., and E. V. Solovyeva. "Expectation of internal control and parameters of empathy as determinants of university adaptation." In INTERNATIONAL SCIENTIFIC AND PRACTICAL ONLINE CONFERENCE. Знание-М, 2020. http://dx.doi.org/10.38006/907345-50-8.2020.248.261.

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There is a necessary for self-regulation of a personality during change of leading sort of activity and adaptation to new one. The article considers means which is able to contribute for increase of social adaptation at University. The interconnection between socio-psychological adaptation of students at University and parameters of empathy has been discovered by empirical way. This connection has been examined on analytical, structural and functional levels by using both methods of qualitative and statistical analysis, based on system approach to the research. It was used such methods of inte
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Elbadawy, Haya, and Wi-Suk Kwon. "Beyond the Response: How Timing and Context Shape Empathy, Responsiveness, and Social Presence in AI Conversations." In 16th International Conference on Applied Human Factors and Ergonomics (AHFE 2025). AHFE International, 2025. https://doi.org/10.54941/ahfe1006242.

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This study investigates how conversational artificial intelligence (CAI) agents’ response delay and context awareness influence users’ perceptions of social presence, empathy, and responsiveness, and engagement, in the context of stress management and wellness for college students. Grounded in social response theory and social presence theory, this research focuses on the conceptual mechanisms through which these design features shape human-like interactions in CAI. Response delay refers to the intentional pause between a user’s input and the agent’s reply. Social response theory suggests that
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Alemadi, Abdulla Nasser, and Emad Abushanab. "M-Service Quality of Telecom Companies in Qatar." In Qatar University Annual Research Forum & Exhibition. Qatar University Press, 2021. http://dx.doi.org/10.29117/quarfe.2021.0158.

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Today, although mobile applications make our lives easier, the service quality provided by such applications has become a vital element in increasing customer satisfaction. This research paper aims to identify the significant mobile service quality factors (Application Design, Ease of Use, Information Content, Reliability, Responsiveness, Empathy, Security and Prices and offers) that influence customer satisfaction and loyalty in Qatar’s telecommunications sector. To answer the research question and test the hypotheses that form the study model, data were collected through an online questionna
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Agarwal, Neetima, and Arpana Kumari. "Effect of Artificial Intelligent on Empathy Quotient (EmQ) and Responsiveness of Customer Care Executive- A Study from Customer's Lenses." In 2023 3rd International Conference on Innovative Practices in Technology and Management (ICIPTM). IEEE, 2023. http://dx.doi.org/10.1109/iciptm57143.2023.10117729.

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Đorđević, Predrag, Anđelka Stojanović, and Ivica Nikolić. "Evaluating transatlantic cruise service quality: An integrated SERVQUAL and IPA approach." In XXI International May Conference on Strategic Management – IMCSM25 Proceedings, Bor, 30.05.2025. University of Belgrade - Technical Faculty in Bor, Bor, 2024. https://doi.org/10.5937/imcsm25365d.

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This study investigates the service quality of transatlantic cruises by applying the SERVQUAL model combined with Importance-Performance Analysis (IPA) and gap analysis. Transatlantic cruises are a unique segment within the rapidly growing cruise tourism industry, where high service quality is crucial for customer satisfaction and loyalty. Despite its importance, empirical research applying robust service quality frameworks to this specific sector is still limited. This research utilizes a quantitative survey approach using a structured SERVQUAL questionnaire. Gap analysis revealed negative ga
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СИРОТА, Елена. "Multicultural education as one of the ways to improve the value orientations of the student's personality." In "Educaţia multiculturală, spaţiu formativ pentru educaţia valorilor". Conferinţa ştiinţifică naţională cu participare internaţională. Ion Creangă Pedagogical State University, 2024. https://doi.org/10.46727/c.emc-2023.p144-151.

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The relevance of the study is due to the requirements of the modern educational paradigm for the formation of an individual in the context of changing cultural and moral values. The work is based on the philosophical concepts of culture, on the theory of the relationship between language, mentality and culture. The most important axiological tasks of students’ multicultural education are highlighted; the components of the learners’ axiological potential in the educational process are determined; the principles that reflect the content of students’ intercultural interaction are characterized; t
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Aulia, Destanul, Heru Santosa, and Ida Yustina. "Implementation of Integrated Nursing Models toward Patient Satisfaction in Mitra Medika Amplas Hospital, Medan, North Sumatra." In The 7th International Conference on Public Health 2020. Masters Program in Public Health, Universitas Sebelas Maret, 2020. http://dx.doi.org/10.26911/the7thicph.04.22.

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ABSTRACT Background: The patient’s statement of the nurse’s poor and needy performance reflects dissatisfaction. Communities need patient-focused services, and the success of nursing care is determined mainly by choice of nursing care delivery models. This study aimed to determine implementation of integrated nursing models toward patient satisfaction in Mitra Medika Amplas Hospital, Medan, North Sumatra. Subject dan Method: This was a quasi-experiment with two group comparison conducted at Mitra Medika Amplas Hospital, Medan, Indonesia. A sample of 77 patients was selected by consecutive samp
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