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Journal articles on the topic 'Quality management of services'

Author: Grafiati

Published: 30 May 2022

Last updated: 31 July 2025

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1

Akkucuk, Ulas, and Behcet Teuman. "Assessing service quality in online banking services." Problems and Perspectives in Management 14, no. 2 (2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.

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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is

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2

Gvozdeva, S. M. "Management of Quality Services Catering." Izvestiya of Saratov University. New Series. Series Economics. Management. Law 13, no. 4(1) (2013): 583–88. http://dx.doi.org/10.18500/1994-2540-2013-13-4-1-583-588.

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3

Dotchin, John A., and John S. Oakland. "Total Quality Management in Services." International Journal of Quality & Reliability Management 11, no. 3 (1994): 9–26. http://dx.doi.org/10.1108/02656719410056459.

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4

Dotchin, John A., and John S. Oakland. "Total Quality Management in Services." International Journal of Quality & Reliability Management 11, no. 3 (1994): 27–42. http://dx.doi.org/10.1108/02656719410056468.

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5

Dotchin, John A., and John S. Oakland. "Total Quality Management in Services." International Journal of Quality & Reliability Management 11, no. 4 (1994): 6–28. http://dx.doi.org/10.1108/02656719410057926.

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6

Ghosh, B. C., and Mak Tzi Ling. "Total Quality Management in Services." TQM Magazine 6, no. 4 (1994): 34–41. http://dx.doi.org/10.1108/09544789410062786.

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7

Galloway, Robert A. "Quality Management in Police Services." TQM Magazine 6, no. 6 (1994): 4–8. http://dx.doi.org/10.1108/09544789410073577.

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8

Stepanov, Sasa, Nemanja Stepanov, and Natasa Vukotic. "Quality management of catering services." Ekonomika 63, no. 1 (2017): 83–96. http://dx.doi.org/10.5937/ekonomika1701083s.

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9

Радіонова, Наталія, Микола Денисенко, and Олександр Левченко. "MANAGEMENT OF THE AUDIT SERVICES QUALITY CONTROL SYSTEM IN UKRAINE." "Scientific notes of the University"KROK", no. 1(77) (March 30, 2025): 220–27. https://doi.org/10.31732/2663-2209-2025-77-220-227.

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The article is devoted to the study of the influence of external control on increasing the efficiency of management of the quality control system of audit services in Ukraine. The main aspects of the regulatory and legal support of audit activities are considered and the levels of quality control of audit services in Ukraine are shown. The positive changes that introduced the compliance of the regulation of Ukrainian audit activities with European approaches are noted. The levels of quality control of audit services in Ukraine are determined with their grouping into external and internal contr

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10

Bukowska-Piestrzyńska, Agnieszka. "NEW PUBLIC MANAGEMENT IN BUILDING THE QUALITY OF HEALTH SERVICES." Economics & Sociology 4, no. 1a (2011): 27–42. http://dx.doi.org/10.14254/2071-789x.2011/4-1a/3.

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11

Borisova, M. A., A. N. Gureeva, D. K. Nguyen, and R. N. Ushakov. "Hotel personnel: services quality and management." Gostinichnoe delo (Hotel Business), no. 5 (May 30, 2022): 330–35. http://dx.doi.org/10.33920/igt-2-2205-05.

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This article illustrates the necessity of effective personnel management and motivation by the examples and research data provided by the audit and interview efforts of the Moscow Sales Academy and the InSales business platform.

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12

Romanenko, О. "QUALITY MANAGEMENT OF SERVICES IN TOURISM." Pedagogy of the formation of a creative person in higher and secondary schools, no. 81 (2022): 257–62. http://dx.doi.org/10.32840/1992-5786.2022.81.48.

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13

Hnatová, Zuzana, and Peter Kolarovszki. "Quality management approach in IT services." Pošta, Telekomunikácie a Elektronický obchod 3, no. 2 (2008): 23–28. http://dx.doi.org/10.26552/pte.c.2008.2.4.

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14

Mishra, Debi Prasad. "Total Quality Management in Health Services." Journal of Ambulatory Care Marketing 5, no. 2 (1995): 27–46. http://dx.doi.org/10.1300/j273v05n02_03.

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15

Stauss, Bernd. "Internal services: classification and quality management." International Journal of Service Industry Management 6, no. 2 (1995): 62–78. http://dx.doi.org/10.1108/09564239510146915.

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16

Dragut, Bogdanel Marian. "Quality management in higher education services." Procedia - Social and Behavioral Sciences 15 (2011): 3366–68. http://dx.doi.org/10.1016/j.sbspro.2011.04.301.

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17

Matvienko, M., V. Shcherbyna, and V. Bondarenko. "Quality management of logistic companies services." Development of Management and Entrepreneurship Methods on Transport (ONMU), no. 3 (2017): 131–46. http://dx.doi.org/10.31375/2226-1915-2017-3-131-146.

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18

Okaro, Augustine, and Charles Eze. "Quality of management in radiography services." British Journal of Healthcare Management 14, no. 12 (2008): 552–56. http://dx.doi.org/10.12968/bjhc.2008.14.12.31794.

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19

Abu Daqar, Mohannad, and Milan Constantinovits. "The role of total quality management in enhancing the quality of private healthcare services." Problems and Perspectives in Management 18, no. 2 (2020): 64–78. http://dx.doi.org/10.21511/ppm.18(2).2020.07.

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The study aims to explore the role of total quality management (TQM) in enhancing the service quality of the private healthcare sector in the Northern Area of West Bank Palestine. The study involves a questionnaire-based survey, private hospitals, and healthcare centers selected in North West Bank. The administrative employees are the population of the study, 200 employees were selected via stratified sampling method. By using the Structural Equation Modeling (SEM), the findings show that all TQM factors are positively and directly related to each other in the private healthcare sector. There

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20

Tanbayeva, G. "IMPROVEMENT OF QUALITY MANAGEMENT OF MEDICAL SERVICES." Scientific heritage, no. 124 (November 7, 2023): 9–12. https://doi.org/10.5281/zenodo.10077572.

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The article mainly considers the concept and category of "quality of medical service" as a very relevant issue in modern realities. After all, the importance of compliance with the quality level of medical services is difficult to overestimate, they are of great social (public) importance. This article presents and discloses the principles of quality management of medical care, approaches to assessing the quality of medical services.

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21

Qekaj-Thaçi, Aferdita, and Ledri Thaçi. "The Quality of E-Government Management, Information Security and Quality." Emerging Science Journal 7, no. 1 (2022): 228–44. http://dx.doi.org/10.28991/esj-2023-07-01-016.

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The purpose of the presented paper was to present the state of e-government services in the Republic of Kosovo within the management of electronic services and the role of ICT in data security and quality. E-government is an important sphere in Kosovo, which has been shown to have positively influenced the provision of services to all stakeholders, taking care of the security and quality of these services. This paper belongs to the qualitative and quantitative types, where a total of 115 subjects, experts, and users of e-government services participated and gave their opinions against these se

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22

G. Antunes, Marina, Pedro R. Mucharreira, M. RosÃ¡rio T. Justino, and JoaquÃn Texeira QuirÃ³s. "TOTAL QUALITY MANAGEMENT AND QUALITY CERTIFICATION ON SERVICES CORPORATIONS." International Journal for Quality Research 14, no. 3 (2020): 847–64. http://dx.doi.org/10.24874/ijqr14.03-13.

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23

Asu-Okang, Stella. "Management of Support Services and Quality Service Delivery Among Academic Staff in the University of Calabar, Calabar, Nigeria." International Journal of Educational Administration, Planning & Research 11, no. 2 (2019): 19–25. https://doi.org/10.5281/zenodo.5234884.

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<em>The study examined management support services and quality service delivery among academic staff of the University of Calabar, Cross River State, Nigeria. To achieve the aim of this study, two research questions were raised and two hypotheses were formulated to guide the study. A survey research design was adopted for the study. The population of the study comprised all the academic staff in the University of Calabar. The total number of all the academic staff is three thousand eight hundred and sixty (3860). A stratified random sampling technique was used to select a total number of one h

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24

Karapetrovic, Stanislav, and Walter Willborn. "Quality assurance in investment services." Managing Service Quality: An International Journal 9, no. 4 (1999): 222–30. http://dx.doi.org/10.1108/09604529910273030.

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Quality assurance is the process of providing confidence that the stated or implied requirements for quality are met. In financial investment services, “quality” is defined as the perception of the investor about achieving satisfactory returns under acceptable and generally accepted risks within a planned time. Investor’s confidence in achieving quality stems from the quality assurance efforts and processes of the investment service provider. In this paper, different types of investment services, from a simple provision of investment information, to a full‐service portfolio management are disc

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25

Lozhachevska, Elena, and Mykola Tretinichenko. "SERVICE QUALITY MANAGEMENT OF TRANSPORT ENTERPRISES." Automobile Roads and Road Construction, no. 114.2 (2023): 261–69. http://dx.doi.org/10.33744/0365-8171-2023-114.2-261-269.

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The article examines the current state of the transport industry. A comparative analysis of the existing state and parameters of the transport infrastructure was carried out. The survey conducted in October 2022 showed that 66% of transport industry enterprises suffered direct losses as a result of hostilities, of which 55% assessed the level of damage as significant, 42% as insignificant, and 3% considered recovery impossible or impractical. results, it was established that the quality management of transport services is a determining aspect for raising the competitiveness of the transport se

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26

Muslihatuzzahro, Finy. "INTEGRATED QUALITY MANAGEMENT (TOTAL QUALITY MANAGEMENT) IN THE CONTEXT OF EDUCATION." Jurnal Manajemen Pendidikan Islam Al-Idarah 8, no. 02 (2023): 50–56. http://dx.doi.org/10.54892/jmpialidarah.v8i02.260.

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Education is a form of embodiment of human culture that is dynamic and full of developments. Therefore, changes or developments in education are things that should happen in line with changes in the culture of life. The method in this study uses qualitative research, with a literature study approach and is descriptive-analytical, data analysis this time through the data reduction stage, namely selection, concentration of discussion, abstraction of the entire grand data to several selected data needed. The results of this study show that Integrated Quality Management is an approach in running a

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27

Sabirov, D., and M. Smykova. "Innovative quality management methods of hotel services." ECONOMIC Series of the Bulletin of the L.N. Gumilyov ENU, no. 2 (2020): 99–107. http://dx.doi.org/10.32523/2079-620x-2020-2-99-107.

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28

Brychko, A. M. "PUBLIC QUALITY MANAGEMENT OF HEALTH CARE SERVICES." Public management and administration in Ukraine, no. 28 (2022): 46–49. http://dx.doi.org/10.32843/pma2663-5240-2022.28.9.

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29

Vasile, Burja, and Burja Camelia. ""Increasing Services Quality Through Environmental Performance Management "." Annales Universitatis Apulensis Series Oeconomica 2, no. 11 (2009): 938–45. http://dx.doi.org/10.29302/oeconomica.2009.11.2.38.

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30

Behara, Ravi S., and David E. Gundersen. "Analysis of quality management practices in services." International Journal of Quality & Reliability Management 18, no. 6 (2001): 584–604. http://dx.doi.org/10.1108/02656710110393501.

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31

Aslinda, Aslinda, and Muhammad Luthfi Siraj. "Total Quality Management in Improving Health Services." Jurnal Ilmiah Ilmu Administrasi Publik 14, no. 1 (2024): 117. http://dx.doi.org/10.26858/jiap.v14i1.63004.

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This research aims to determine the implementation of Total Quality Management as an effective model for realizing quality health services at Ananda Hospital Makassar. This research method is of various types qualitative with a policy approach. The data source uses primary data via instrument observations and interviews as well as secondary data through reviewing various documents. The data analysis technique uses an interactive model, namely data collection, data condensation, data presentation, and verification/conclusion. The results of this research show that the implementation of the TQM

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32

Farrell, Maggie. "Quality management and building government information services." Government Information Quarterly 15, no. 1 (1998): 89–91. http://dx.doi.org/10.1016/s0740-624x(98)90018-1.

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33

Romo Pérez, Vicente, José Luis Chinchilla Minguet, and Manuel García Freire. "Sports management services: the dimensions of quality." Journal of Human Sport and Exercise 5, no. 2 (2010): 295–306. http://dx.doi.org/10.4100/jhse.2010.52.17.

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34

Batinic, Ivica. "Hotel management and quality of hotel services." Journal of Process Management. New Technologies 4, no. 1 (2016): 25–29. http://dx.doi.org/10.5937/jpmnt1601025b.

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35

Ford, Denise. "Total Quality Management for Hospital Nutrition Services." TOPICS IN CLINICAL NUTRITION 10, no. 3 (1995): 86. http://dx.doi.org/10.1097/00008486-199506000-00016.

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36

NIKOLSKAYA, Elena Yurievna, Vyacheslav Anatolievich LEPESHKIN, Ivan Petrovich KULGACHEV, Anton Alexandrovich MATVEEV, and Olga Yevgenievna LEBEDEVA. "Perfection of Quality Management of Hotel Services." Journal of Environmental Management and Tourism 11, no. 2 (2020): 417. http://dx.doi.org/10.14505//jemt.11.2(42).20.

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The article is concerned with the development of approaches aimed at enhancing the quality management of hotel services. It has been proved that quality management implies the availability of relevant management sub-systems in the general management system of a hotel, with a primary purpose of controlling the organization and the provision of services. It has been established that hotel businesses cannot operate efficiently without standardizing customer service. The peculiarity of this process is an individual approach and standard structuring. It has been determined that the attainment of hi

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37

Kliueva, Mariia Vladimirovna, and Elena Anatolevna Malysheva. "FEATURES OF QUALITY MANAGEMENT OF BANKING SERVICES." Problemy sovershenstvovaniya organizatsii proizvodstva i upravleniya promyshlennymi predpriyatiyami: Mezhvuzovskii sbornik nauchnykh trudov, no. 2 (2021): 81–86. http://dx.doi.org/10.46554/op-mie-2021.2-pp.81.

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38

Marta, Mary, and Kathleen Hayes-Bight. "Assessing quality of hospital risk management services." Perspectives in Healthcare Risk Management 11, no. 1 (2009): 20–26. http://dx.doi.org/10.1002/jhrm.5600110108.

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39

Novikova, Maryna, Nataliia Kondratenko, and Viktoriia Schevchenko. "Quality management technologies of railway transport services." Development management 19, no. 2 (2021): 17–25. http://dx.doi.org/10.57111/devt.19(2).2021.17-25.

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The relevance of the research topic is stipulated by the crisis phenomena that are taking place in the development of the transport industry of Ukraine, which are caused both by the aggravation of internal contradictions in the development of subjects of this sphere, and by the influence of external negative factors related to the economic and political crisis in the country. The purpose of the work was to determine the problems of managing the quality of services provided in railway transport sector. The features of modern transport services have been determined, the issue of effective traini

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40

Jin, Hong Seok, Kim Jong Min, Park Soon Chul, Han Kyoung Hoon, and 재현 안. "Cost Analysis of Air Quality Management Services." Korean Journal of Life Cycle Assessment 18, no. 1 (2017): 13–21. http://dx.doi.org/10.62765/kjlca.2017.18.1.13.

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At present, the air quality management service model is in the introduction stage, and the appropriate cost for the service, consumer acceptability for the price, and the utility of the consumer are being coordinated in the market. In this study, the cost analysis of the target service was performed in advance of actual air quality management service implementation. The target service is modularized and analyzed, and each cost is analyzed to examine the cost reduction method of the overall service. Cost items are divided into investment cost, operating cost, and maintenance cost. Costs of five

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41

Lachi, Cristina. "Quality management techniques and services in tourism." Vector European, no. 1 (June 2025): 157–65. https://doi.org/10.52507/2345-1106.2025-1.24.

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The article aims to provide an in-depth analysis of the connection between innovation, sustainability and quality management in the field of tourism, focusing on the context of the Republic of Moldova. It explores international trends, local initiatives, technological innovations and sustainable strategies that contribute to the development of a competitive and responsible tourism.

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42

Chang, Amy. "Quality Access Services." Collection Management 17, no. 1-2 (1993): 63–75. http://dx.doi.org/10.1300/j105v17n01_04.

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43

Levytska, Svitlana. "RISKS OF THE AUDITING SERVICES QUALITY." Fìnansi Ukraïni 2024, no. 2 (2024): 101–14. http://dx.doi.org/10.33763/finukr2024.02.101.

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Introduction. Today, more than a million subjects of economic activity in the world are certified according to the ISO 9001 standard - quality management system. The quality management system (QMS) is an integral part of management that follows both market norms and business rules. The practice of implementing QMS, along with the optimistic results of quality improvements, reveals the debatable aspects of such processes. Problem Statement. The International Quality Management Standards application (which is one of the main audit reform directions in Ukraine) is today complicated both by the ac

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44

Pinto, Sandra, and José Ângelo Pinto. "CLDS’s Project management: Quality management plan methodologies for social services." Revista Temas Sociais, no. 4 (August 2023): 174–89. http://dx.doi.org/10.53809/ts_iss_2023_n.4_174-189.

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The quality management plan is an important area of knowledge applied to project management, which accompanies the entire life cycle of the project. In this sense, and as part of the results of the author's master's thesis, the purpose was to analyse and understand the quality management plans used in CLDS programs. To study this topic, qualitative research was used, with 24 participants, based on the case study methodology and the semi-structured interview as a data collection instrument. The results of this research highlight the valorisation of quality assessment metrics as mechanisms for c

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45

Serrano Bedia, Ana M. ª., Concepción López Fernández, and Gema García Piqueres. "Quality management in services: an overview from the management field." Cuadernos de Gestión 7, no. 1 (2007): 33–49. http://dx.doi.org/10.5295/cdg.19125as.

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The objective of this paper is to carry out a review of the quality literature in the service sector in an effort to synthesize and structure existing knowledge and offer suggestions for future research in the field. We mainly focus our review on management studies, written in the context of quality management and having a broad quality management perspective, an approach that should help us to identify interesting aspects which we feel have not been sufficiently treated in the research carried out to date.

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46

Adel, Riham. "Smart services' quality scale." International Journal of Productivity and Quality Management 35, no. 4 (2022): 429. http://dx.doi.org/10.1504/ijpqm.2022.122758.

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47

Croal, Gerard, Susan M. Ogden, and Nigel P. Grigg. "Building quality housing services." Property Management 21, no. 4 (2003): 230–41. http://dx.doi.org/10.1108/02637470310495018.

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48

Al-Ani, Raji Z., and Hatim Mahmoud ALMashhadani. "TOTAL QUALITY MANAGEMENT." Journal of Engineering 10, no. 3 (2024): 345–58. http://dx.doi.org/10.31026/j.eng.2004.03.05.

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Total quality management is not a new concept. However, it is widely accepted as the fundamental business issue of the 1990s. Companies have started to realize the potential of TQM as a means of ensuring high quality products and services. With this realization has come implementation in rnanufacturing and service companies. Construction companies, like any other business, must provide a top quality finished product to its customer if it intends to stay in business. TQM is one way to work to that errd. Ihe objective of this paper is to review the concept, definition, importance, principles, an

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49

Hussain, Sharafat, Mohammad A. K. Alsmairat, Noor Al-Ma’aitah, and Sura Almrayat. "Assessing quality performance through seven total quality management practices." Uncertain Supply Chain Management 11, no. 1 (2023): 41–52. http://dx.doi.org/10.5267/j.uscm.2022.12.002.

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With growing concerns about healthcare services especially during and after the Covid-19 pandemic, hospitals are compelled to provide non-traditional forms of quality services. Total quality management (TQM) practices are gaining attention and becoming a driving force to improve quality performance. This research aims to investigate the impact of TQM practices and quality performance in Jordanian public hospitals. The research used an online survey to collect data from 222 respondents from several public hospitals in Jordan. The results of structural equation modeling (SEM) confirms a positive

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50

Vajčnerová, Ida. "The quality of tourism destination – integrated quality management." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 57, no. 6 (2009): 361–68. http://dx.doi.org/10.11118/actaun200957060361.

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The paper deals with the quality of tourism services. It mentions various ways of approaching quality management, such as the standards of quality, systems based on ISO standards and systems of complex quality management. It describes approaches applied in the Czech Republic and points out the difficulty keeping the quality in tourism. Tourism services are not offered individually, which is why it is necessary to assess the quality of a whole complex of services within the frame of a tourism product or a tourist destination. The level of tourists' satisfaction is not based on the quality of in

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