Готові списки джерел за темами / Technical Service Quality

Добірка наукової літератури з теми "Technical Service Quality"

Автор: Grafiati

Опубліковано: 19 червня 2021

Оновлено: 6 лютого 2022

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Статті в журналах з теми "Technical Service Quality":

Huang, Jie, and Katherine Wong. "Technical services and user service improvement." Library Management 27, no. 6/7 (July 1, 2006): 505–14. http://dx.doi.org/10.1108/01435120610702486.

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PurposeFrom the cataloging librarians' point of view, this paper aims to present how technical services, especially the cataloging department, can play important roles in the improvement of user services.Design/methodology/approachThe paper examines the practices of the University of Oklahoma Libraries.FindingsThe paper identifies several aspects in which technical services can enhance the quality of user services, especially in the cataloging department. A library's online catalog becomes the first point of access to the library's information resources. Its quality can be improved and enriched in many ways to raise users’ satisfaction. Aside from the improvement in technical aspects, efforts should also be made to promote collaboration between technical and public services so as to ensure efficient processing of materials and to meet the needs of library users.Originality/valueThe value of the paper is in showing that the quality of an online catalog and the cooperation between public and technical services are two of the key factors in achieving high quality of user services.

PalaniNathaRaja, M., S. G. Deshmukh, and Subhash Wadhwa. "Measuring service quality in technical education and healthcare services." International Journal of Services and Operations Management 2, no. 3 (2006): 222. http://dx.doi.org/10.1504/ijsom.2006.009858.

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Nguyen, Trang Thi Mai, and Huong Xuan Thu Tran. "LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL." Science and Technology Development Journal 13, no. 1 (March 30, 2010): 62–72. http://dx.doi.org/10.32508/stdj.v13i1.2086.

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The aim of this study is to compare two models of service quality, technical/functional quality and SERVQUAL in university library services to find out the best library service model which pleases students most. Two proposed models were tested with 347 students at the Faculty of Economics, University of Technology, and University of Natural Sciences, Vietnam National University – Ho Chi Minh City. The results show that SERVQUAL is better than the technical/functional quality model. Therefore, SERVQUAL is chosen to evaluate the quality of library services. The results also show that SERVQUAL consists of only two components: caring service and tangibles, in which caring service has a stronger effect on students’ satisfaction.

Babic-Hodovic, Vesna, Maja Arslanagic-Kalajdzic, and Amina Imsirpasic. "Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality." South East European Journal of Economics and Business 12, no. 1 (April 1, 2017): 114–25. http://dx.doi.org/10.1515/jeb-2017-0011.

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AbstractThe purpose of this study is to assess the technical (output) and functional (process) quality of mobile services, as well as the role of corporate image as a mediator between technical/functional quality perceptions and overall quality assessment of mobile services. Grönroos’s service quality model is used as the conceptual base of the study. Technical quality was operationalized through two sub-dimensions: baseline network quality and augmented technical quality. The SERVPERF framework was used in the operationalization of the functional quality. A quantitative survey was conducted with (n = 414) customers of the telecommunication operator in B&H. The results suggest that corporate image mediates the effects of (1) two functional quality dimensions (tangibles and assurance) and (2) both technical quality dimensions on the overall service quality assessment. The core technical quality dimension (network) is also directly related to overall service quality perception. A discussion of the results and their implications for theory and practice is then presented.

Suhartinah, Gandi, and Hery Hamdi Azwir. "Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis." JIE Scientific Journal on Research and Application of Industrial System 3, no. 1 (November 12, 2018): 11. http://dx.doi.org/10.33021/jie.v3i1.501.

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<p>Department of technical training is the department that responsible for training program for the entire production technician in PT.ABC. In order to constantly improve the quality of training service, a research was conducted to analyze the satisfaction of production technician towards training service quality that organized by technical training department. Production technician will determine, whether the training program has been satisfactory or not. To determine the participants' satisfaction of the quality of the training service, this research has started by using the concept of service quality and also shows a model of service quality gap. Analysis of the participants' satisfaction was measured by using the service quality in order to know the gap between actual performance and expectation performance of the training service. This research was conducted to determine the priority factor that must be done to improve the quality of the training services. This factor is determined by using importance performance analysis method and the results from this research is customer satisfaction and priority factor for improvements which consists of the hygiene of training room, training content materials, training modules and clarity of training information.<br />Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis</p>

Fleischman, Gary M., Eric N. Johnson, and Kenton B. Walker. "An Exploratory Examination of Management Accounting Service and Information Quality." Journal of Management Accounting Research 29, no. 2 (October 1, 2016): 11–31. http://dx.doi.org/10.2308/jmar-51614.

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ABSTRACT We develop and test a scale to measure perceptions of management accounting service information and quality. We use a theoretical framework adapted from Grönroos's (1978, 1983, 1984, 1990) service quality model that relates functional, technical, and image dimensions of service to perceived overall service quality. We develop constructs related to functional, technical, and image quality using questions derived from the accounting literature regarding the desirable characteristics of accountants and their information provision services. We test our predictions using survey data from 116 experienced business professionals. Results indicate that management accounting service quality can be mapped into functional, technical, and image dimensions. Furthermore, technical quality is more important to users than functional quality, and image quality partially mediates the technical and functional quality dimensions in forming user perceptions of overall service quality.

Park, Jun-Gi, Seyoon Lee, and Jungwoo Lee. "Communication effectiveness on IT service relationship quality." Industrial Management & Data Systems 114, no. 2 (March 4, 2014): 321–36. http://dx.doi.org/10.1108/imds-04-2013-0186.

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Purpose – This study aims to investigate the effect of communication effectiveness (CE) on service quality (SQ) leading to relationship quality (RQ) in IT service relationships. Design/methodology/approach – CE was decomposed into frequency, bi-directionality and quality of communication while SQ was decomposed into functional and technical qualities, and RQ into trust and relationship commitment. An empirical study is conducted testing the nomological research model consists of these dimensions, using survey method collecting data from 144 subjects. Findings – The findings indicate that good SQ can impact relationship commitment only via the clients' trust, but not directly. Influence of functional quality is stronger on trust but technical quality also maintains significant impact. Detailed findings imply that, while communication is important element influencing perceptions of SQ, quality of bi-directional communication is more critical than simple but frequent communication. Originality/value – This study explores the direct impact of CE on SQ leading to RQ in IT service context. Previous studies rarely tested the impacts of functional and technical SQ, simultaneously. Findings of this study add values to research on service relations as well as IT services research in terms of differentiating functional and technical service qualities.

Yu, Tian Biao, Jing Zhou, Jun Mei Ding, and Wan Shan Wang. "System of Networked Technical Service Oriented Product Lifecycle." Applied Mechanics and Materials 16-19 (October 2009): 607–11. http://dx.doi.org/10.4028/www.scientific.net/amm.16-19.607.

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In order to improve quality and efficiency of technical service, a new mode of technical service is presented, which is networked technical services oriented product lifecycle. Definition of the networked technical services is put forward, feature of the networked technical services is analyzed and function of the networked technical services system is introduced. Base on these works a prototype system of the networked technical service is developed. Results of the system running prove correctness of theory and feasibility of technology.

Chakraborty, Anirban, Sonal G. Rawat, and Susheel Chhabra. "Enhancing Service Quality in Hospitals." International Journal of Information Communication Technologies and Human Development 1, no. 4 (October 2009): 58–71. http://dx.doi.org/10.4018/jicthd.2009091505.

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Large organizations use multiple data sources, centralize processing in these organizations require analysis of huge database originating from various locations. Data mining association rules help perform exploration and analysis of large amounts of data to discover meaningful patterns which can facilitate effective decision-making. The objective of this article is to enhance service quality in a hospital using data mining. The improvement in service quality will help to create hygienic environment and enhance technical competence among staff members which will generate value to patients. A weighting model is proposed to identify valid rules among large number of forwarded rules from various data sources. This model is applied to rank the rules based on patient perceived service parameters in a hospital. Results show that this weighting model is efficient. The proposed model can be used effectively for determining the patient’s perspective on hospital services like technical competence, reliability and hygiene conditions under a distributed environment.

Sussmane, Jeffrey Brett. "Measuring functional quality in the pediatric intensive care." Journal of Hospital Administration 3, no. 1 (October 16, 2013): 73. http://dx.doi.org/10.5430/jha.v3n1p73.

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Defining, measuring and delivering quality is an important challenge facing Health Care. Health Care as a Service Industry may be described with two forms of quality: technical quality, and functional quality. (1) Our previously published technical study demonstrated a reproducible and scalable measure of the technical quality, without additional capital cost. (2) A technical study, and the application of any service or measurement of quality, may be sub optimal if pursued in isolation from the patient/family (customer) perception. This study measured the functional quality of a complex Health Care service from the patient/family perception, which is perhaps superior and more relevant. We have quantified and documented an excellent competitive franchise and competitive advantages for our services, in our market, as well as areas for improvement, without additional capital expense.

Більше джерел

Дисертації з теми "Technical Service Quality":

Chi, Yuan, and Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company." Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.

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Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected through interviews and questionnaires. The secondary data has been collected through literature review. Case study approach is used to identify the current relationship between service quality and consumer satisfaction. Result and Conclusions: We used five service quality dimensions to measure service quality and customer satisfaction. After survey is conducted, it has been clear that there are two dimensions (Empathy and Responsiveness) made a significant service gap between our target company and the key customer groups. The gap is the Differentiated service and the Service promptness. We also give our suggestions to make up the gap. Providing differentiated services. Scheduling to the workload rather than to workers’ traditional schedules Empowering as many staffs as possible to deal with the problems and providing initial training on how to solve most common problems Customer segmentation, providing the characteristic services to customers. Providing characteristic services to customers Contributions of the thesis / Value: We believe that this thesis will help Xingya Technical Communication Company (XTCC) to become more aware of service quality and constantly updated the service to overcome the customer complaints. And after the study, we find that the service quality dimensions (Empathy and Responsiveness) are the controversial issues. We think this study can provide some useful information for this research area. Implications: This survey contributes to the topic both at practical and theoretical levels. We also put forward our suggestions for the target service provider in order to help them improve service quality in the future.

Serhanoglu, Suleyman, and Caroline Bozkurt. "Branding Technical Services : a case study on SWECO's brand." Thesis, Södertörn University College, School of Business Studies, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-969.

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Den ekonomiska strukturen har under de sista decennierna genomgått en stor förändring. Service sektorn har vuxit till att bli en drivande kraft i de utvecklade länderna. Därför är konceptet med tjänstemarknadsföring relativt nytt. Fastän fler och fler tjänsteföretag är numera medvetna om hur viktigt det är att marknadsföra sitt företag och dess varumärke, finns det fortfarande många tekniska tjänsteföretag som inte har tillämpat konceptet. Det svenska konsultföretaget SWECO, som kommer att användas som fallstudie i uppsatsen, är en av dem.

Syftet med denna uppsats är att undersöka hur viktigt det är för tekniska tjänsteföretag att marknadsföra sitt varumärke och hur de kan förbättra sin image samt sitt varumärke.

Undersökningen har tillämpats med hjälp av elektroniska enkäter. Som ytterligare förstärkning, har tre teorier använts som analysverktyg.

Studien visar att SWECO är ett relativt okänt företag. Trots att företaget agerar på ett internationellt plan, så har det inte utvecklat en marknadsföringsstrategi. De slutsatser som kunde dras demonstrerar att ett starkt varumärke för tekniska tjänsteföretag är väldigt viktigt eftersom de 7 p:na för tjänster anses vara otillräckliga som marknadsföringsmedel. Den högt upplevda kvaliteten av företagets tjänster samt deras finansiella styrka ger företaget goda förutsättningar för att marknadsföra sitt varumärke internationellt.

The economical structure has faced a great change during the last decades; the service industry has grown into a dominant force in the developed countries. Therefore, the concept of services marketing is relatively new. Although more and more service companies are realizing the importance of marketing and branding, there are still technical service companies that has not adapted the concept. The consultancy firm SWECO, which will serve as a case study, is one of them.

The purpose with this essay is to examine the importance of branding for technical service firms and how they do to improve their image and brand. The research issue has been studied with the assistance of electronic surveys. As further assistance, three theoretical models has been used as instruments for the analysis.

The study shows that SWECO is a relatively unknown company. Although the company is operating in an international arena, it has not developed a marketing strategy. The conclusions attained demonstrate the importance of creating strong brands for technical service companies since the 7 P’s of services are insufficient as marketing tools. The highly perceived quality of the company’s services and their financial strength give the company good prerequisites for marketing their brand internationally.

Perneryd, Niklas, and Törnby Alexander. "Service Quality - Undersökning av konsumenters uppfattning av kvalitet i ett tjänsteföretags produkter : Kandidatuppsats på uppdrag av företaget Vindsurfing.se." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-151471.

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Bakgrund och problematisering: Tjänsteföretag på konkurrensutsatta marknader motiveras att anpassa sina produkter utifrån kundernas efterfrågan där utvärdering och förbättring av en tjänsts kvalitet är ett tillvägagångsätt. Fallföretaget Vindsurfing.se studeras med en problembakgrund baserad på hur företag kan utvärdera kvalitet i sina tjänster och vilka positiva och negativa faktorer i produktionen av tjänsterna som går att identifiera utifrån kundernas uppfattningar. Syfte: Syftet med uppsatsen är att undersöka den av konsumenterna upplevda kvaliteten på de nybörjarkurser som företaget Vindsurfing.se erbjuder. Detta för att identifiera olika faktorer med påverkan på kvaliteten som kan ligga till grund för utredning av hur verksamheten kan utvecklas i framtiden. Teori och modell: Litteraturgenomgång med utgångspunkt i begreppet service quality, dess definition, tillämpningar och mätinstrument. Nyckelmodeller är bl.a. Grönroos (1984) ”Service-Quality Model” och Parasuraman et al., (1985) ”Service-Gap-model”. Genomgången leder till en egen modell föreställande studiens teoretiska ramverk anpassad för fallföretaget. Metod: Elektronisk enkätundersökning av fallföretagets befintliga kunder. Enkätundersökningen är kopplad till ett antal hypoteser formulerade med stöd av litteraturgenomgången. Frågor ställdes om kursupplevelsen och i vilken grad förväntningar motsvarats eller ej. Enkätsvaren ligger senare till grund för en analytisk hypotesprövning som därefter diskuteras genom att ställa resultaten i förhållande till teorin. Resultat och slutsatser: Resultaten presenterar upptäckter om hur olika faktorer med påverkan på tjänsternas kvalitet visat sig bidra på olika sätt till det totala omdömet av kvaliteten. Analys av externa faktorer och demografiska uppgifter från enkätrespondenter leder till slutsatser av dess påverkan. Slutsatserna från undersökningen bidrar till en möjlighet till utvärdering av framtida verksamhets-utformning för fallföretaget och en generaliserande slutdiskussion diskuterar det vetenskapliga bidraget av

Kim, Minjung. "Quality of service support for progressive video transmission over Internet." Diss., Available online, Georgia Institute of Technology, 2004:, 2003. http://etd.gatech.edu/theses/available/etd-04082004-180252/unrestricted/kim%5Fminjung%5F200312%5Fphd.pdf.

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Hultman, Anna, and Mikaela Zarki. "Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104863.

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This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. In this thesis, the authors have chosen to use a deductive approach and a quantitative research strategy. Moreover, the authors used the Statistical Package for Social Sciences (SPSS) program to process the collected quantitative data from the questionnaires. The thesis empirical findings were analyzed and discussed in correlation to previous research to strengthen the research results. The thesis empirical findings demonstrate that 42.9% of the respondents agreed with the statement; My bank's chatbot technology quality improved my customer satisfaction. Moreover, the correlation analysis showed that customer satisfaction and customer satisfaction linked to technical quality had a strong positive correlation between the concepts. Swedish banks could use the information to develop further their chatbots' technical quality, which would reduce customer service costs and influence how customers visit the bank. The thesis research results can also be applied and used by other industries that want to improve or implement chatbots in their digital business.

Willerton, David Russell. "Toward a Rhetoric of Marketing for High-Tech Services." Thesis, University of North Texas, 1999. https://digital.library.unt.edu/ark:/67531/metadc2432/.

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The market for high-tech services is expanding, and writers will have to create more documents to market these services. Researchers note marked differences between traditional goods marketing and services marketing. A rhetorical framework for high-tech services marketing will give writers a tool for creating effective marketing messages. This study examines the five canons of rhetoric in their classical context, and then examines how the first professional teachers, the Sophists, used rhetoric to promote their services. The canons of rhetoric are then analyzed to show their modern significance. This study also considers visual rhetoric and how writers can use it effectively. This study shows that companies should promote service quality and strong service relationships through the rhetorical element of ethos. This study examines services marketing samples through a visual and verbal rhetorical framework, providing rhetorical insights that writers can use in their work.

GÓES, Miguel Borba de Barros. "Qualidade de vida no trabalho e comprometimento organizacional no serviço público: Um estudo com os servidores técnico-administrativos do centro acadêmico do agreste da UFPE." Universidade Federal de Pernambuco, 2016. https://repositorio.ufpe.br/handle/123456789/18437.

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Submitted by Irene Nascimento (irene.kessia@ufpe.br) on 2017-03-27T18:36:49Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) Qualidade de vida no trabalho e comprometimento organizacional no serviço público.pdf: 1986643 bytes, checksum: 107a3c0a621b3d1fee3edd792652601a (MD5)
Made available in DSpace on 2017-03-27T18:36:49Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) Qualidade de vida no trabalho e comprometimento organizacional no serviço público.pdf: 1986643 bytes, checksum: 107a3c0a621b3d1fee3edd792652601a (MD5) Previous issue date: 2016-07-07
Um dos maiores desafios para o serviço público na atualidade é alinhar a inovação necessária ao crescimento e a manutenção das instituições, de forma legal e impessoal, às necessidades de uma sociedade cada vez mais exigente. Nesse âmbito, é indispensável considerar a figura do servidor público como ferramenta fundamental na construção de um corpo social participativo, democrático e centrado no bem comum. Dada a importância do agente público nesse processo construtivo, o propósito deste estudo foi caracterizar a qualidade de vida no trabalho (QVT) e o comprometimento organizacional, bem como sua associação na vivência dos servidores técnico-administrativos do Centro Acadêmico do Agreste da Universidade Federal de Pernambuco. Para isso, o modelo proposto por Walton (1973) foi escolhido com a finalidade de direcionar a caracterização da QVT e o modelo elaborado por Meyer e Allen (1991), para caracterizar o comprometimento organizacional. A abordagem metodológica utilizada baseou-se em um estudo de caso, de natureza quantitativa, em que 80 servidores expressaram a sua satisfação em um questionário composto por 42 variáveis. Utilizando-se da estatística descritiva, esta pesquisa apontou elevados índices de satisfação relacionados às variáveis de QVT que integram o fator constitucionalismo na organização, refletindo o respeito e o atendimento por parte da instituição às regras e aos direitos dos trabalhadores. Já no fator relevância social do trabalho na vida, destacaram-se positivamente o orgulho e a identificação do servidor com a instituição, além da imagem organizacional perante a sociedade. Sobressaem-se ainda, nos demais fatores, as variáveis que abordam a importância da função desenvolvida pelo servidor na instituição, o bom relacionamento entre os pares e a estabilidade no emprego. No que se refere à caracterização do comprometimento organizacional dos pesquisados, foi enfatizado no componente afetivo o vínculo, a integração e o significado da organização para o servidor e, no componente instrumental, a possível desestruturação da sua vida, caso deixasse a organização. De acordo com os resultados obtidos através da análise fatorial, verificou-se como resposta para o terceiro objetivo desta pesquisa a possível associação dos indicadores de QVT, que respondem pelo orgulho e a identificação do servidor com a instituição, aos indicadores do comprometimento afetivo que tratam da vinculação emocional, significado pessoal do trabalho na vida do servidor e dedicação da sua carreira à instituição.
One of the biggest challenges for public service today is to align the innovation necessary for growth and maintenance of institutions, legally and impersonally, with the needs of an increasingly demanding society. Therefore, it is essential to consider the figure of the civil servant as a fundamental tool in building a democratic and participatory social body, focused on the common good. Given the importance of public official in this constructive process, the purpose of this study was to characterize the quality of working life (QWL) and organizational commitment as well as its membership in the experience of the technical and administrative staff of the Academic Center of Federal University of Pernambuco, Agreste campus. For this, the model proposed by Walton (1973) was chosen in order to direct the characterization of QLW and the model developed by Meyer and Allen (1991) to characterize the organizational commitment. The methodological approach was based on a quantitative case study, in which 80 servers expressed their satisfaction in a questionnaire consisting of 42 variables. Using descriptive statistics, this survey showed high satisfaction levels related to QWL variables that make the constitutionalism factor in the organization, reflecting the respect and care by the institution about the workers’ rules and rights. In the social relevance of labor in life, they stood out positively pride and server identification with the institution, in addition to the organizational image to society. You stand still, in other factors, the variables that address the important function carried out by the server at the institution, the good relationship between the couple and job stability. With regard to the characterization of the respondents’ organizational commitment, it was emphasized the affective component bonding, integration and the meaning of the organization to the server and, considering the instrumental aspect, the possible disruption of their life in the case of leaving the organization. According to the results obtained by the analysis, it was found in response to the third objective of this research the possible association of QWL indicators, which account for pride and server identification with the institution, to the affective commitment indicators dealing with emotional attachment, personal meaning of work in the server life and dedication of their career to the institution.

Ibrahim, Rikard, and Christian Kackarovski. "Online banking - det framtida bankkonceptet : En kvantitativ studie om kundlojalitet och dess bakomliggande faktorer." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-16900.

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Online banking är den mest framträdande faktorn till följd av digitaliseringen inom den finansiella världen. Det nya bankkonceptet har gett upphov till nya hot och utvecklingsmöjligheter bankerna har tvingats att anpassa sig till. Den största förändringen är att online banking erbjuder banktjänster som kan utföras oberoende av tid och plats vilket lett till att bankkontor avvecklats och den minskade fysiska kontakten mellan bank och kund blir uppenbar. En stor utmaning blir att skapa kundlojalitet, eftersom den personliga interaktionen via fysisk närvaro tidigare setts som en grundpelare för att knyta åt sig kunder. Tidigare forskning menar nu att servicekvalitet via onlinemöten, företagsimage samt teknikmognaden påverkan faktorn förtroende, som beskrivs som avgörande för kundlojalitet inom online banking. Studien har vidareutvecklat kunskapen inom forskningsområdet som har varit baserade på hypotetiska antaganden om vad som skapar kundlojalitet inom online banking. Urvalet för denna studie är unik då respondenterna har suttit på faktisk data baserad på upplevd erfarenhet gällande användningen av avancerade tjänster inom online banking. Studiens syfte är att skapa förståelse för hur kundlojalitet skapas inom online banking. Studiens har tillämpat en positivistisk forskningsfilosofi och deduktiv forskningsansats, där en kvantitativ datainsamlingsmetod i form av en internetenkät användes. Resultaten i studien baseras på 71 respondenter. Studiens resultat påvisar att faktorn förtroende inte är fullkomligt avgörande för skapandet av en lojal kund. Den påvisas uppfylla kravet för en medierad, men inte en perfekt sådan då faktorerna teknikmognad samt företagsimage påvisades ha ett signifikant samband med kundlojaliteten.
Online banking is an emerging factor due to the digitalization within the financial world. The banking concept causes threats and development opportunities which banks are facing. An attribute that online banking offers is banking services regardless of time and location. It makes the number of bank branches decrease as the physical customer meetings diminish. A challenge is to create customer loyalty as the diminishing personal interaction was a great resource to create boundaries with customers. Previous research states service quality, corporate image and technical maturity influence the trust, which is described as lethal in creating customer loyalty within the online banking concept. This study has developed knowledge within the field of sience that has been based on hypothetical assumptions regarding the creation of customer loyalty. The study is based on a unique sample since the respondents have an actual perceived experience regarding the use of advanced online banking services. The purpose of this study is to create an understanding of how customer loyalty is created in an online banking business. The study has implemented a positivistic research philosophy and a deductive research approach in which a quantitative data gathering method through questionnaires online was used. The results in the study are based on 71 respondents. The results of the study show that the trust was not perfectly lethal in creating customer loyalty. It fulfilled its role as a mediating variable, but not perfectly as corporate image and technical maturity also had a significant influence on customer loyalty.

Cook, Randal James. "ENVIRONMENTAL INTERNSHIP-ENVIRONMENTAL QUALITY MANAGEMENT, INC. TECHNICAL SERVICES DIVISION." Miami University / OhioLINK, 2004. http://rave.ohiolink.edu/etdc/view?acc_num=miami1094138195.

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Inácio, Ana Catarina Menezes Feteira. "Eficiência Técnica e Qualidade de Serviço na Distribuição de Electricidade em Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2008. http://hdl.handle.net/10400.5/4189.

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Mestrado em Economia
As empresas que actuam em regime de monopólio natural, como é o caso das utilities do sector energético, estão sujeitas a regulação. A regulação por incentivos, como é o caso da regulação por price-cap, tem sido largamente aplicada à distribuição de energia eléctrica em Portugal e na Europa. Este tipo de regulação cria incentivos à redução de custos por parte das empresas reguladas, o que pode por em risco a qualidade de serviço. Assim sendo, é fundamental haver legislação complementar que fixe padrões mínimos de qualidade. A continuidade de serviço é um dos aspectos mais importantes da qualidade de serviço no sector eléctrico, sendo o Tempo de Interrupção Equivalente em Potência Instalada para a rede MT (TlEPI MT) um dos indicadores mais importantes. Na presente dissertação, apresenta-se uma proposta de regulação por comparação de desempenho (Yardstik competition) para definir objectivos para o Tl EPI MT. Para tal, recorre-se à análise dos 278 municípios de Portugal Continental, sendo o modelo proposto definido em 4 etapas — primeiro as variáveis são seleccionadas com o auxílio da teoria económica e da Análise em Componentes Principais (ACP); posteriormente é utilizado o algoritmo k-means para a determinação de 4 conjuntos de municípios semelhantes, seguindo-se a análise de desempenho através dos métodos DEA e SFA dentro de cada cluster. Finalmente são estimados os objectivos de cada município relativamente aos valores médios de cada cluster, ou seja, relativamente à empresa sombra.
Natural monopolies, such as utilities from the energy sector, are regulated companies. In Portugal and in the rest of Europe, electricity distribution activity has been subject to price-cap regulation, a particular case of incentive regulation. This kind of regulation could create incentives to reduce costs and jeopardize the quality of service. Hence, regulation of quality of service is very important. Continuity of service is the most important aspect in quality of supply, and the number of minutes of lost load is one of the most important indicator. The aim of this dissertation is the application of the principles of the yardstick competition to set targets to the quality of service for the 278 municipalities of the Portuguese Mainland. The approach was based in four steps — following a process variables selection according to economic theory and the Principal Components Analysis, four similar clusters are identified with k-means; then, performance analysis within clusters were carried out through the DEA and SFA methodologies. Finally, individual targets were identified to each municipality, given by the comparison with the shadow company, defined by the mean of each cluster.

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Книги з теми "Technical Service Quality":

Haque, Nadeem Ul. The quality of governance: "second generation" civil service reform in Africa. [Washington, D.C.]: International Monetary Fund, Research Department, 1998.

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Xiao, XiPeng. Technical, commercial, and regulatory challenges of QoS. Amsterdam: Morgan Kaufmann, 2008.

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Martin, Karen. The Kaizen event planner: Achieving rapid improvement in office, service, and technical environments. New York: Productivity Press, 2007.

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United States. Congress. House. Committee on Science, Space, and Technology. Subcommittee on Science, Research, and Technology. Hearing on the privatization of the National Technical Information Service, and H.R. 812, the National Quality Improvement Award Act of 1987: Hearing before the Subcommittee on Science, Research, and Technology of the Committee on Science, Space, and Technology, House of Representatives, One hundredth Congress, first session, March 4, 1987. Washington: U.S. G.P.O., 1987.

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United, States Congress House Committee on Science Space and Technology Subcommittee on Science Research and Technology. Hearing on the privatization of the National Technical Information Service, and H.R. 812, the National Quality Improvement Award Act of 1987: Hearing before the Subcommittee on Science, Research, and Technology of the Committee on Science, Space, and Technology, House of Representatives, One hundredth Congress, first session, March 4, 1987. Washington: U.S. G.P.O., 1987.

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Branch, Massachusetts Division of Water Pollution Control Technical Services. Publications of the Technical Services Branch, 1963-1992. Westborough: The Division, 1992.

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Johnson, Arthur S. Aquatic macroinvertebrate surveys performed by the Technical Services Branch: 1973-1989. Westborough, Mass: Dept. of Environmental Protection, Massachusetts Division of Water Pollution Control, Technical Services Branch, 1989.

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EC Childcare Network Technical Seminar (1990 Barcelona, Spain). Quality in childcare services: Report on an EC Childcare Network Technical Seminar, Barcelona, May 4-5, 1990. Brussels: Commission of the European Communities, 1990.

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Group, Primary Research. The survey of academic library cataloging practices. 2nd ed. [New York]: Primary Research Group, 2011.

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Ferguson, Jeffery M., and Philip D. Cooper. "Dimensions of Service Quality: Looking Beyond Technical Competency." In Proceedings of the 1988 Academy of Marketing Science (AMS) Annual Conference, 370–72. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-17046-6_75.

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Waltemode, S., and J. C. Aurich. "Productivity and Quality Assessment of Services Within Technical Product-Service Systems." In The Philosopher's Stone for Sustainability, 125–30. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-32847-3_21.

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Loewenstern, David, Florian Pinel, Larisa Shwartz, Maíra Gatti, and Ricardo Herrmann. "A Learning Method for Improving Quality of Service Infrastructure Management in New Technical Support Groups." In Service-Oriented Computing, 599–606. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-34321-6_45.

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Waltemode, Sebastian, Carsten Mannweiler, and Jan C. Aurich. "Life Cycle Oriented Quality Assessment of Technical Product-Service Systems." In Leveraging Technology for a Sustainable World, 49–54. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-29069-5_9.

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Renumol, V. G., G. Krishna Kumar, and R. Gopeekrishnan. "Indian Technical Teaching Service (ITTS): A Proposal to Improve Quality of Engineering Education." In Proceedings of the International Conference on Transformations in Engineering Education, 599. New Delhi: Springer India, 2014. http://dx.doi.org/10.1007/978-81-322-1931-6_85.

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Benza, Mauro, Chiara Bersani, Massimo D’Incà, Claudio Roncoli, and Roberto Sacile. "Technical and Functional Standards to Provide a High Quality Service for Dangerous Good Transport on Road." In Transport of Dangerous Goods, 75–94. Dordrecht: Springer Netherlands, 2011. http://dx.doi.org/10.1007/978-94-007-2684-0_3.

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Liu, Qian, Juan Gu, Jingchao Yang, Yun Li, Dexuan Sha, Mengchao Xu, Ishan Shams, Manzhu Yu, and Chaowei Yang. "Cloud, Edge, and Mobile Computing for Smart Cities." In Urban Informatics, 757–95. Singapore: Springer Singapore, 2021. http://dx.doi.org/10.1007/978-981-15-8983-6_41.

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AbstractSmart cities evolve rapidly along with the technical advances in wireless and sensor networks, information science, and human–computer interactions. Urban computing provides the processing power to enable the integration of such technologies to improve the living quality of urban citizens, including health care, urban planning, energy, and other aspects. This chapter uses different computing capabilities, such as cloud computing, mobile computing, and edge computing, to support smart cities using the urban heat island of the greater Washington DC area as an example. We discuss the benefits of leveraging cloud, mobile, and edge computing to address the challenges brought by the spatiotemporal dynamics of the urban heat island, including elevated emissions of air pollutants and greenhouse gases, compromised human health and comfort, and impaired water quality. Cloud computing brings scalability and on-demand computing capacity to urban system simulations for timely prediction. Mobile computing brings portability and social interactivity for citizens to report instantaneous information for better knowledge integration. Edge computing allows data produced by in-situ devices to be processed and analyzed at the edge of the network, reducing the data traffic to the central repository and processing engine (data center or cloud). Challenges and future directions are discussed for integrating the three computing technologies to achieve an overall better computing infrastructure supporting smart cities. The integration is discussed in aspects of bandwidth issue, network access optimization, service quality and convergence, and data integrity and security.

Plebani, Mario, Ada Aita, and Laura Sciacovelli. "Patient Safety in Laboratory Medicine." In Textbook of Patient Safety and Clinical Risk Management, 325–38. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-59403-9_24.

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AbstractLaboratory medicine in the healthcare system has recently been recognized as a fundamental service in the clinical decision-making process. Therefore, the notion of patient safety in laboratory medicine must be recognized as the assurance that harm to patients will be avoided, safe care outcomes will be enhanced through error prevention, and the total testing process (TTP) will be continuously improved.Although the goal for patient safety is zero errors, and although laboratory professionals have made numerous efforts to reduce errors in the last few decades, current research into laboratory-related diagnostic errors highlights that: (a) errors occur at every step of the TTP, mainly affecting phases at clinical interfaces; (b) despite the improvement strategies adopted, analytical quality remains a challenge; (c) errors are linked not only to clinical chemistry tests, but also to new, increasingly complex diagnostic testing.Medical laboratories must therefore implement effective quality assurance tools to identify and prevent errors in order to guarantee the reliability of laboratory information. Accreditation in compliance with the International Standard ISO 15189 represents the first step, establishing processes with excellence requirements and greater expectations of staff competency. Another important step in preventing errors and ensuring patient safety is the development of specific educational and training programs addressed to all professionals involved in the process, in which both technical and administrative skills are integrated. A wide variety of information is provided by a robust quality management system and consensus-approved Quality Indicators (QI) that identify undesirable events, evaluate the risk to the patient, and call for corrective and preventive actions. However, the effectiveness of the system depends on the careful analysis of data collected and on staff awareness of the importance of laboratory medicine to the healthcare process. The main task of the new generation of laboratory professionals should be to gain experience in “clinical laboratory stewardship.” In order to safeguard patients, laboratory professionals must assist clinicians in selecting the right test for the right patient at the right time and facilitate the interpretation of laboratory information.

Bernier, Alex, and Dominique Burger. "AcceSciTech: A Global Approach to Make Scientific and Technical Literature Accessible." In Universal Access in Human-Computer Interaction. Applications and Services for Quality of Life, 283–90. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-39194-1_33.

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Chakraborty, Anirban, Sonal G. Rawat, and Susheel Chhabra. "Enhancing Service Quality in Hospitals." In Human Development and Global Advancements through Information Communication Technologies, 299–312. IGI Global, 2011. http://dx.doi.org/10.4018/978-1-60960-497-4.ch018.

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Тези доповідей конференцій з теми "Technical Service Quality":

Redreev, G. V., V. M. Pomogaev, and A. A. Luchinovich. "Technical Service Quality Management." In International Scientific Conference "Far East Con" (ISCFEC 2020). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.200312.268.

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Chernock, Rich. "Broadcast Service Quality Monitoring Strategies." In SMPTE Technical Conference. IEEE, 2009. http://dx.doi.org/10.5594/m001347.

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"Technical Program Committee." In First International Conference on Quality of Service in Heterogeneous Wired/Wireless Networks. IEEE, 2004. http://dx.doi.org/10.1109/qshine.2004.50.

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"Technical Program Committee." In Second International Conference on Quality of Service in Heterogeneous Wired/Wireless Networks (QSHINE'05). IEEE, 2005. http://dx.doi.org/10.1109/qshine.2005.60.

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Iino, Kenji, and Masayuki Nakao. "Service Information for Product Quality." In ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-28085.

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Engineering products go through 4 stages of lifecycle; design, production, use, and disposal. Engineers have developed tools for avoiding design flaws that cause troubles in the later stages. Accidents and malfunctions, however, still happen and some are even catastrophic. Once in the market, products require service. Whether scheduled, or unexpected, service is mostly carried out by subsidiaries of the manufacturer or sometimes unrelated specialists. When product troubles occur, service companies tend to seek solutions within their own organization without going back to the design stage. This approach may prove less costly, however, quick fixes may lead to disasters. Industries currently lack effective ways of feeding service information back to design. We analyzed some real accidents that took place in Japan where hard work in the use stage triggered the events. Information from the use stage to design will prevent accidents and also improve design to closely model reality.

Holtzki, L., B. Schnitzler, and R. Cox. "Quality Management And Service (QMAS) At The Energy Resources Conservation Board." In Annual Technical Meeting. Petroleum Society of Canada, 1993. http://dx.doi.org/10.2118/93-38.

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Geria, J., C. Santos, T. Santiago, and P. Cristino. "MV/LV substations - solutions to improve the technical quality of service." In 22nd International Conference and Exhibition on Electricity Distribution (CIRED 2013). Institution of Engineering and Technology, 2013. http://dx.doi.org/10.1049/cp.2013.0881.

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"Message from the Technical Program Chair." In Second International Conference on Quality of Service in Heterogeneous Wired/Wireless Networks (QSHINE'05). IEEE, 2005. http://dx.doi.org/10.1109/qshine.2005.33.

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Ju Yeoul Park and Joung Cheol Kim. "Technical method for service quality measurement and user’s service usage collection in wireless broadband data service." In 2007 15th International Conference on Software, Telecommunications and Computer Networks. IEEE, 2007. http://dx.doi.org/10.1109/softcom.2007.4446060.

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Zhang, Ji, and Mike Perkins. "Effects of ATM Transmission Errors on MPEG-2 Decoded Quality of Service." In SMPTE Technical Conference. IEEE, 1995. http://dx.doi.org/10.5594/m00503.

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Звіти організацій з теми "Technical Service Quality":

DEFENSE LOGISTICS AGENCY ALEXANDRIA VA. Total Quality Management Plan: Technical and Logistics Services. Fort Belvoir, VA: Defense Technical Information Center, May 1989. http://dx.doi.org/10.21236/ada212864.

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Tipton, Kelley, Brian F. Leas, Nikhil K. Mull, Shazia M. Siddique, S. Ryan Greysen, Meghan B. Lane-Fall, and Amy Y. Tsou. Interventions To Decrease Hospital Length of Stay. Agency for Healthcare Research and Quality (AHRQ), September 2021. http://dx.doi.org/10.23970/ahrqepctb40.

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Background. Timely discharge of hospitalized patients can prevent patient harm, improve patient satisfaction and quality of life, and reduce costs. Numerous strategies have been tested to improve the efficiency and safety of patient recovery and discharge, but hospitals continue to face challenges. Purpose. This Technical Brief aimed to identify and synthesize current knowledge and emerging concepts regarding systematic strategies that hospitals and health systems can implement to reduce length of stay (LOS), with emphasis on medically complex or vulnerable patients at high risk for prolonged LOS due to clinical, social, or economic barriers to timely discharge. Methods. We conducted a structured search for published and unpublished studies and conducted interviews with Key Informants representing vulnerable patients, hospitals, health systems, and clinicians. The interviews provided guidance on our research protocol, search strategy, and analysis. Due to the large and diverse evidence base, we limited our evaluation to systematic reviews of interventions to decrease hospital LOS for patients at potentially higher risk for delayed discharge; primary research studies were not included, and searches were restricted to reviews published since 2010. We cataloged the characteristics of relevant interventions and assessed evidence of their effectiveness. Findings. Our searches yielded 4,364 potential studies. After screening, we included 19 systematic reviews reported in 20 articles. The reviews described eight strategies for reducing LOS: discharge planning; geriatric assessment or consultation; medication management; clinical pathways; inter- or multidisciplinary care; case management; hospitalist services; and telehealth. All reviews included adult patients, and two reviews also included children. Interventions were frequently designed for older (often frail) patients or patients with chronic illness. One review included pregnant women at high risk for premature delivery. No reviews focused on factors linking patient vulnerability with social determinants of health. The reviews reported few details about hospital setting, context, or resources associated with the interventions studied. Evidence for effectiveness of interventions was generally not robust and often inconsistent—for example, we identified six reviews of discharge planning; three found no effect on LOS, two found LOS decreased, and one reported an increase. Many reviews also reported patient readmission rates and mortality but with similarly inconsistent results. Conclusions. A broad range of strategies have been employed to reduce LOS, but rigorous systematic reviews have not consistently demonstrated effectiveness within medically complex, high-risk, and vulnerable populations. Health system leaders, researchers, and policymakers must collaborate to address these needs.

Prevalence of sexually transmitted infections among men who have sex with men and injecting drug users and validation of audio computer-assisted self interview (ACASI) technique in Abuja, Lagos, and Ibadan, Nigeria: Technical report. Population Council, 2011. http://dx.doi.org/10.31899/hiv14.1004.

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Most-at-risk populations (MARPS), including men who have sex with men (MSM) and injecting drug users (IDUs), represent 1 percent of Nigeria’s population yet account for 38 percent of new HIV infections. Despite their elevated risk, MSM and IDUs are less likely than the general population to access HIV prevention and sexual health services because of stigmatization. There is a dearth of data on prevalence of HIV and sexually transmitted infections (STIs) among MSM and IDUs because their behaviors make them difficult to be reached programmatically and engaged in research. While the need for HIV and STI prevalence data is clear, there is also a need to improve the quality and reliability of behavioral data collected for national surveillance, where these stigmatized subpopulations may underreport sensitive behaviors that put them most at risk. This technical report provides details of a study that sought to determine the prevalence of HIV and STIs and sexual and injecting risk behaviors in MSM and male IDUs, and determine if Audio Computer-Assisted Self Interviews provide more accurate reporting of risk behaviors than face-to-face interviewing.