Past stays and future standards: How customer-mediated knowledge transfer enhances service quality

By 2020 all new buildings within the European Union should reach nearly zero energy level. Their energy needs should be significantly covered by renewable energy sources. As a consequence, it is important to identify which combinations of technologies will be suitable in order to reach such objectives. Climate conditions, final energy and investment costs, technological maturity and stakeholders’ services quality are key elements for the final choice. This paper presents some results of a more general survey the purpose of which is to study different combinations of heating systems integrated in single-family dwellings under the Belgian climate conditions. The heating system that is concerned is a solar heating system with a ground heat storage and a geothermal heat pump that exhibits energy performance in agreement with such future building standards. This system works with solar collectors which produce heat for space heating (SH) and domestic hot water preparation (DHW). This thermal energy is distributed to the building - using a short-term storage - when it is needed or stored in the DHW tank. If the production is in excess, the energy is stored into the ground using a borehole heat exchanger. This energy will then be used by a geothermal heat pump when the solar collectors cannot fulfil the building heating needs. A design procedure has been developed and tested on several buildings using simulation tools. The borehole depth ranges from 150 m to 350 m and the solar collectors areas from 22 m2 to 46 m2 depending on the energy performance of the building. The procedure permits to reach a renewable coverage ratio higher than 80% (instead of 55% for solar heating coupled with a geothermal heat pump without storage). Results are presented for one building. The system performance is compared to that of a reference system (most likely to be used in practical case): air to water heat pump without any solar assistance.

Background and Purpose: The office of educational services at universities is a very important division and it is necessary for employees to strive towards providing suitable services to students. The quality of educational services has always been a major concern for higher education managers. Interviewing stakeholders and experts increases our understanding of different aspects of the subject in order to create a native model with high performance capability based on existing conditions and the cultural and political infrastructure of our country. Therefore, we aimed to define the perception and experiences of educational service stakeholders. Methods: In this qualitative thematic content analysis that adapted a deductive approach using Graneheim and Lundman’s method. Initially, purposeful sampling was done to identify and select the students (as first level stakeholders) studying paramedical majors at one of the medical science universities of the country during the educational year 2015-2016. Altogether, 20 people were interviewed consisting of 6 students, 4 faculty members, 2 student affairs employees, 1 counselor, 2 education officers, and 2 education office managers).Data were analyzed and coded using MAXQDA software. Results: Of the 400 initial codes extracted through data analysis, 336 abstract codes, 48 sub-categories, 20 categories, and 7 themes were obtained. The level of abstraction was different in the categories. The extracted themes were as follows: information gap before and after entering university, the difference between expected and perceived services and factors contributing to expectations, the university’s approach in enhancing service quality, the student and management of educational problems, the system-student interaction in educational planning, and the professors’ responsibilities and performance in enhancing quality, and the role on the university management system in enhancing the quality of services. Conclusions: In the current educational management system, there are several gaps affective the quality of service providing such as the gap between the students’ expectations and the management system, the gap between the perceptions of the university management and the designing and standardizing of services, the gap between standardization and presentable services, communicational gaps, and gaps between received services and expected services. Therefore, in a future study, we will define these gaps and present a model that could fill those gaps. Keywords: EXPERIENCES, PERCEPTION, EDUCATIONAL STAKEHOLDERS, EDUCATIONAL SERVICES, QUALITY

Introduction and penetration of high-speed and innovative mobile data services including social media and video services have been increasing significantly across the globe. This growth is driven by deployment and availability of capable and affordable mobile networks and smartphones. These trends have also been observed in Ethiopia as the country’s sole incumbent operator ethio telecom has expanded coverage and capacity of its mobile data network, especially for universal mobile telecommunications system (UMTS) network. The successful provision of these innovative services requires mobile operators to have continuous monitoring of the quality of their networks and customer satisfaction. To that end, this monitoring allows the operator to make timely network optimization, marketing and other relevant decisions that enhance service quality. Traditionally measurement and analysis of network quality of service (QoS) is performed using data from network management system (NMS) and drive/walk test (DT/WT). In recent times, the usage QoS data from crowdsourcing (CS) is also emerging as useful monitoring tool. However, all these methods do not fully capture users’ quality of experience (QoE), which is a function of not only network QoS but also other factors including subjective users’ technical literacy and opinion. As a result, operators have recently provided attention not only for QoS but also QoE. Yet, most quality related analyses are performed using data from only subjective survey, NMS, DT/WT, or CS. It is not straightforward to find quality investigation based on data from all the methods. More importantly, such quality investigation has not been made in the context of Ethiopia’s mobile market. In this paper, we perform QoS and QoE evaluation for UMTS mobile data service based on quality data from all NMS, WT, CS and subjective survey for a business area in Addis Ababa. The evaluation is made using downlink user throughput and mean opinion score (MOS) metrics. The obtained 50th percentile throughput results from NMS, WT and CS are good enough for web browsing and offline video streaming but not for high definition (HD) video calls and live HD video streaming. Furthermore, CS provides optimistic results compared to NMS and WT and its 90th percentile throughput is very good even for live HD video streaming. Moreover, the obtained MOS results from subjective survey almost fit to the QoS results, thus indicating that the network QoS is a significant contributor to users’ perceived QoE.

At the Regional General Hospital, Drs. Jacobus Luna, M.Si, and Bengkayang examine patient loyalty, family satisfaction, and service quality. In order to increase patient family happiness, hospitals must now offer complete services and uphold patient trust by enhancing service quality. With a sample of 100 respondents who are patients at the Regional General Hospital under the care of Drs. Jacobus Luna and M. Si, Bengkayang, this study takes a quantitative method. Descriptive-verificative analysis along with path analysis was used to analyze the data. Although some issues were found that need to be addressed and improved, respondents rated service quality, patient family satisfaction, and loyalty as good to very good, according to the results of the descriptive analysis. The indirect effect's coefficient was higher than the direct effect's (85.1% > 80.4%), and the path coefficients between the variables were positive, according to the findings of the verifying study utilizing path analysis. This suggests that the relationship between service quality and loyalty can be mediated by the intervening variable of patient family satisfaction. Given that the t-value is higher than the t-critical (26.60 > 1.95), the statistical hypothesis test (t-test) demonstrated that the service quality variable has a positive and substantial impact on patient family satisfaction. Loyalty is positively and significantly impacted by the patient family satisfaction variable (t = 21.39 > 1.95). Additionally, loyalty is positively and significantly impacted by service quality (t = 20.05 > 1.95). Because the t-value is higher than the t-critical (3.81 > 1.95), service quality indirectly influences loyalty through patient family satisfaction.


 
 
 
 
 
 This research aims to analyze the influence of service quality (X1) and trust (X2) on customer satisfaction (Y) at PT. Berkah Multi Cargo Logistics. The study adopts a descriptive quantitative approach, utilizing a total sampling method with 32 logistics service customers as respondents. Multiple linear regression analysis is employed to analyze the data. The results reveal a significant positive relationship between service quality (X1) and customer satisfaction (Y), as well as between trust (X2) and customer satisfaction (Y). Moreover, both service quality and trust demonstrate a significant positive impact on customer satisfaction. The coefficient of determination (R2) is calculated as 0.749, indicating that 74.9% of the variation in customer satisfaction can be explained by the combined influence of service quality and trust. This research employs survey methodology within a quantitative framework, employing both descriptive and inferential statistical analyses. The findings imply that enhancing service quality and fostering trust are pivotal in achieving customer satisfaction in the logistics services sector. These insights contribute to the body of knowledge in logistics management and offer practical implications for PT. Berkah Multi Cargo Logistics and similar industry professionals worldwide.
 
 
 
 
 
 
 Highlight:
 
 Service quality and trust significantly influence customer satisfaction in logistics services at PT. Berkah Multi Cargo Logistics.
 Service quality has a positive and significant impact on customer satisfaction in logistics services.
 Trust plays a crucial role in enhancing customer satisfaction in logistics services at PT. Berkah Multi Cargo Logistics.
 
 Keyword:
 Service Quality, Trust, Customer Satisfaction, Logistics Services, Quantitative Research

This research observed Ihe influence of Motivation and Job Vision and Service Failure in the past towards the Enhancement of Service Quality on Eccnomic Faculy, Trisakti University, Jakarta. This research was implemented based on the previous research by Hays and Hill (2001). The research observes whether (motivation and employee's job vision and service failure in the past) individually and constinuously lowards service quality in the presentand also to observe whatsortof efforts thal could be implemented by Economics Faculty, Trisakti University, Jakarta in enhancing its service quality. Dala collecting was obtained by distributing questionnaire towards 380 students of Economic Faculy, Trisakti University, Jakarta on 3 (three) majors which are: Accounting, Management, Economics. Number of samples were determined by using Slovin formula, while the sample selecting was implemented by using convenience sampling technique. Data analysis method were used in this research was implemented through several test such as instrumenttest (validity and reliability), correlation test, determinant coefficient test, linear regression test, hypotheses tests (t-test and F-test) and also classical assumption test (multicolinerity, heteroskedacity, auto correlation tests). Software was used in processing data is program version 13. Hypotheses were used with the significance rate of 0.05 and the confidence level of 95% The result of the data analysis which was implemented by using several tests, showed that there is a significantinfluence of motivation and employee's job vision and service failure in the past towards the enhancement service quality in the present. The result showed that there is a significant influence between molivation and employee's job vision and servicefailure in the past continously lowards service quality in the present. In addition, in order to improve service quality in the environment, the writer has provided seven efforts that could be implemented by Economics Faculy, Trisakti University.

In the competitive health care industry, the impact of hospital brand image on the attitudes and behaviours of patients towards hospitals has become an important issue. The aim of this study is to examine the relationship among hospital brand image, service quality, patient satisfaction, and loyalty. Survey data gathered from large private hospitals in Taiwan are used to test the relationship. The results reveal that hospital brand image has both direct and indirect effects on patient loyalty. It means that a positive hospital brand image not only increases patient loyalty directly, but it also improves patient satisfaction through the enhancing of perceived service quality, which in turn increases the re-visit intention of patients. Hospital brand image indeed serves as a lead factor in enhancing service quality, patient satisfaction, and patient loyalty. In addition, the results imply that the path from service quality to patient satisfaction is a key avenue for the impact of hospital brand image on patient loyalty. Consequently, this study proposes that hospital managers should strive to create and maintain the positive hospital brand image in order to enhance service quality, patient satisfaction, and loyalty. Several strategies regarding the creation and maintenance of the positive hospital brand image are also suggested in this study. Key words: Hospital brand image, service quality, patient satisfaction, loyalty.

The increasing competition in Nigeria’s banking sector has made service quality a key differentiator in attracting and retaining customers. However, commercial banks continue to face challenges such as inconsistent service delivery, poor customer engagement, and unmet expectations. This study develops a theoretical model of Customer Relationship Management (CRM) to evaluate service quality performance in Nigerian commercial banks. The model integrates six critical CRM dimensions—Customer Involvement, Engagement, Attraction, Value, Knowledge, and Orientation—to assess their impact on service quality. The study is anchored in Expectancy Disconfirmation Theory (EDT) and Customer Engagement Theory (CET), which explain how customer expectations, perceptions, and interactions influence service quality evaluations. The study concludes that Nigerian commercial banks can enhance service quality by implementing personalized banking experiences, leveraging digital technology for customer engagement, and adopting proactive relationship management strategies. The findings provide actionable insights for bank managers, policymakers, and stakeholders to develop CRM- driven frameworks that improve service quality, drive customer satisfaction, and ensure competitive advantage in the evolving financial landscape.

This study seeks to assess the impact of service quality, perceived value, and destination image on tourists' intention to return to Lombok. Based on a study involving 366 respondents, the research confirmed the significant relationship between these variables, with tourists generally expressing high satisfaction during their visits, particularly in group settings. Empathy emerged as the most influential dimension within service quality, while emotional value was a key aspect of perceived value. The resulting image dimension strongly influenced the destination image, indicating that Lombok leaves a lasting and positive impression on visitors. The analysis revealed that both service quality and destination image significantly influence tourists' intentions to revisit, while perceived value did not exhibit a significant effect. The findings imply that enhancing emotional and empathetic service aspects, along with strengthening Lombok’s positive image, could effectively encourage repeat visits. However, since perceived value alone does not drive revisit intention, the study suggests that other factors may play a more critical role. This study recommends tourism stakeholders in Lombok concentrate on enhancing service quality, especially in empathy, and persist in enhancing the island's image through focused marketing strategies. Future research should explore additional variables that influence the intention to revisit in order to provide a more comprehensive understanding of tourist behavior.

Healthcare service quality has a pivotal goal in every country's economy and level of productivity. The sector has turned its attention to a lean approach due to a growing influence in reducing cost and waiting time, enhancing service quality, and increasing flexibility. The main objective of the study is to investigate the existing databases under the umbrella of quality service and lean thinking to identify possible research gaps. The study used different databases to conduct a comprehensive assessment of the literature to enhance service quality. Using a descriptive analysis technique, the selected studies were carefully evaluated and analysed by their study distribution; year of publication, method, potential factors (dimension, knowledge, trust, etc.), scope, relationships, area, and findings. Finally, the study showed that lean service quality adoption is the major research gap that blocks the performance of the service sector in general and healthcare in particular. The authors suggested lean service quality improves healthcare patient satisfaction and future research directions were also forwarded to initiate young researchers in the sector.

Purpose This study examines the factors leading to low service quality in the hospitality industry in northwestern Nigeria, emphasising the lack of digitalisation and supply chain integration. The sector faces challenges, such as security issues and reduced investor and tourist numbers, which affect productivity. Our study explores how digital tools and integrated supply chains can enhance service quality by highlighting employee satisfaction and customer service. Design/methodology/approach Using a mixed-methods approach, we conducted a web-based survey with 100 hotel employees, semi-structured interviews with six hotel managers and an analysis of relevant organisational documents. Quantitative data were analysed using linear regression and descriptive statistics. Findings We identified the interconnections between digital transformation, supply chain integration, employee satisfaction and service quality, culminating in the development of a Digital Integration Satisfaction Model (DISM). Research limitations/implications This study provides useful insights into digital transformation in hospitality but has several limitations. It focuses solely on Northwest Nigeria, limiting generalisability. The small interview sample, while achieving thematic saturation, may not reflect broader managerial views. Reliance on self-reported data raises the risk of response bias. Data were collected over six months, so recent changes may be missed. Additionally, the study emphasises service quality and efficiency, omitting financial metrics like ROI or cost savings, which could provide a more comprehensive assessment. Originality/value This study aligns with the technology-organisation-environment (TOE) framework, supply chain management model, Herzberg’s two-factor theory and SERVQUAL model, using the terms digitalisation and technology adoption interchangeably. This study advances the understanding of the critical role of digitalisation and supply chain integration in enhancing hospitality sector performance in a challenging regional context, contributing to both theoretical models and practical insights.

This study investigates the impact of cost and management accounting (CMA) practices on operational efficiency and service quality in the hotel industry of Uttar Pradesh, India. Drawing on the Resource-Based View (RBV) and the Service-Profit Chain framework, the research conceptualises CMA practices as strategic organisational resources that enhance service outcomes through improved operational performance. A quantitative, cross-sectional survey design was adopted, collecting data from 476 hotels across various categories, ownership types, and locations. Using structural equation modelling (SEM), the study examines the relationships between five dimensions of CMA practices—budgeting, costing, performance measurement, decision support, and technology and analytics—operational efficiency, and service quality. The findings reveal that costing, decision support, and technology and analytics significantly enhance operational efficiency, while budgeting and performance measurement show no significant effects. Operational efficiency has a strong positive influence on service quality and mediates the effects of costing, decision support, and technology and analytics on service outcomes. The results highlight the strategic importance of adopting modern, technology-driven CMA practices to achieve operational excellence and deliver superior guest experiences. This study extends accounting and hospitality literature by providing empirical evidence from an emerging economy context and offers practical insights for hotel managers, policymakers, and professional bodies. It underscores the need for data-driven, analytics-enabled accounting systems to strengthen competitiveness and enhance service quality in dynamic hospitality environments.

Purpose: This paper examines whether customer experience has an influence on customer loyalty in a multichannel banking environment. Design/Method/Approach: The study used a sample of 466 bank customers in Durban, South Africa. Data from the survey of the bank customers was analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM), and a theoretical model was created and empirically tested. Findings: The study findings indicate that the relationship between customer experience and customer loyalty is mediated by service quality and customer satisfaction. The theoretical model developed indicates that customer loyalty can be achieved by improving customer experiences, enhancing service quality and improving customer satisfaction. Theoretical Implications: The study enhances theoretical understanding by demonstrating that the relationship between customer experience and loyalty is mediated by service quality and customer satisfaction. It highlights the importance of viewing customer experience as a multidimensional construct in multichannel banking. Practical Implications: The findings suggest that banks can improve customer loyalty by enhancing customer experience through better service quality and satisfaction. This requires integrating digital and traditional service channels and continuously improving customer touchpoints. Originality/Value: The success of service companies depends on their ability to build a loyal customer base, which can be achieved by delivering customer experiences that blend the different channels. Research Limitations/Future Research: The implication is that banks must exploit ways of improving customer experience as well as leveraging on customer satisfaction and service quality to enhance loyalty. Paper Type: Empirical JEL Classification: D12, G21, L81, M31

In an increasingly competitive educational landscape, understanding and enhancing service quality is paramount for institutions seeking to meet and exceed stakeholder expectations. This study investigates how service quality and stakeholder satisfaction works within the context of HEMAM centers in Abu Dhabi. With a quantitative study and SPSS for data analysis, the research examines the service quality and satisfaction of teachers and parents regarding the given services. The analysis brings to light that high-quality services correlate with a high level of satisfaction for both stakeholders. Communication, empathy, and responsiveness were deemed as key factors that could improve service quality. This study contributes to the understanding of different stakeholders’ views on providing inclusive education services at HEMAM centers and provides practical recommendations for their improvement.

Purpose – This paper aims to investigate the antecedents to attitudinal and behavioural loyalty of customers of Internet service providers (ISPs). In addition, this study endeavours to identify the relationship between overall service quality and cognitive as well as affective evaluations of customers. An assessment of service quality dimensions is also included to fill the void of research on modelling service quality in high tech services. Design/methodology/approach – The paper reviews the most cited articles on the topic published in academic journals with a view to identify dimensions that customers use to evaluate the quality of a service providers, and to determine loyalty formation through customer cognitive and affective evaluations in Internet industry. Findings – The exogenous constructs of the conceptual model include influential factors such as network quality, customer service, information support and security which make up the perception of overall service quality. The endogenous constructs include cognitive and affective determinants such as customers’ trust, satisfaction, commitment, value and resultants – attitudinal loyalty and behavioural loyalty. Originality/value – The study proposes that by enhancing service quality, firms can influence customers’ satisfaction, trust, commitment and value, and ultimately loyalty, which are critical for an ISP’s success and long-term sustainability. Moreover, applying the findings of this study, ISPs can strategise in making customers more central in their day to day operations, which would create competitive advantage for the companies.