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Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile

Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile

Given the above, it is crucial to understand consumer profiles, to develop strategies that are more focused and increase competitiveness of tourist destinations. The application of segmentation techniques of consumers allow us to understand more deeply characteristics of different clusters and provide information that can assist managers to do more effective interventions of quality of services [36, 39]. In this particular study, despite the identification of four clusters that highlighted distinct levels of satisfaction/dissatisfaction between the five factors analyzed (Table 2), consumer profile with respect to gender (Table 3) had no significant differences (p > 0.05). These results, however, showed an opposite trend when compared with results obtained by Matzler et al. [50], concluding that the quality of slopes was considered as an important factor for male tourists, and services associated with the quality of restaurants were considered more satisfactory to female tourists. Although this study’s results did not indicate significant differences when compared with respect to gender, several studies have found differences in consumer profile between men and women [41, 43]. This approach, was also mentioned in other studies conducted in other sports contexts, concluding that the motivation and expectation regarding dimensions of service quality, may dependent of gender variable [27, 54]. These differences that may result from socio-cultural issues that may be a changing variable or because of sample size. The observation of this phenomenon can also be done by managers of the resort in order to identify if it is a trend over time and to decide if it justifies the creation of specific services for men and women.
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GUEST SERVICES QUALITY ASSESMENT IN TOURISM, USING AN ATTRIBUTES SCALE

GUEST SERVICES QUALITY ASSESMENT IN TOURISM, USING AN ATTRIBUTES SCALE

Tourism service staff has an essential role in ensuring quality of tourism services. Research done on Oradea population showed that between the three components of quality of service, the utmost importance is given to staff conduct, and then staff training and material base (equipments). This view is reinforced by the important attribute of tourism staff located on 1st place: Staff Kindness/Courtesy. Staff Kindness is an attribute which is difficult to define and standardize, however service quality is often measured by Staff Kindness by the Romanian customers. After Staff Kindness, Responsibility is much appreciated by the Romanian turism consumers. We can see there is need of (re)gaining trust in the tourism services employees in România.
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THE IMPACT OF BANKING SERVICES QUALITY ON CREDIT INSTITUTIONS

THE IMPACT OF BANKING SERVICES QUALITY ON CREDIT INSTITUTIONS

also from the perspective of the service development stage that was tested: we studied the quality that can influence the buying decision and not the repeated purchase (for which it is necessary to consume the service). Which is the situation on the banking services market? The practical study we made offers a comprehensive answer to this question. There are negative surprises (waiting time and carelessness from employees in a bank with tradition; insufficiently informed staff in three banking institutions), but also positive ones (the ability and the care of the staff would make the client return only for „the sake” of interaction). It is intriguing that the negative events which impressed most (the so-called „critical incidents”) have obvoius, easily identifiable solutions. By simply recording the clients’complaints and replacing the non-functional systems identified by them would lead to a substantially improved service.
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EVALUATION OF SERVICE TRANSACTIONS AND SELECTION OF QUALITY OFFERED SERVICES IN A BUSINESS ENVIRONMENT

EVALUATION OF SERVICE TRANSACTIONS AND SELECTION OF QUALITY OFFERED SERVICES IN A BUSINESS ENVIRONMENT

Interoperability is one of the significant issues discussed for the loosely coupled systems. The loosely coupled systems tackle with the parameters of scalability and reliability. To accompany a group of services Agrawal et al. (2002), designed an architecture called Vinci that compose a platform oriented services with low cost and a high-quality security. Here, the services transfer messages with the concept of XTalk as like of RPC protocol. Development of this architecture will improve the rapid development of services with a fast and efficient manner. Cloud computing can be accessed with the two types of categories public and private cloud. While accessing the services through cloud computing the resources are scheduled and provided to multiple service providers. To equally offer the resources a new OCRP algorithm is introduced by Chaisiri et al. (2012). The algorithm reduces the overall cost accessing with the Stochastic Integer Programming and Deterministic Equivalent Formulation. Using this algorithm will reduce the provisional charges for customers.
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THE QUALITY OF CULTURAL SERVICES IN THE GLOBAL ECONOMIC CRISIS CONTEXT

THE QUALITY OF CULTURAL SERVICES IN THE GLOBAL ECONOMIC CRISIS CONTEXT

The annual report can prove to be not only a viable management tool, but also an efficient test of our skills. It is an essential asset for a new type of management approach – participatory management, which motivates teams and contains the essence itself of quality management. This requirement – as seen today in public libraries – tends to spread to the whole spectrum of cultural services and has become a legal and regulated requirement. This shows us the importance that we must attach to our ability to anticipate from now on.

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A study on coverage utilization and quality of maternal care services

A study on coverage utilization and quality of maternal care services

The objectives of the study were yo assess the utilization of various maternal services and to compare the quality of services provided by doctors and health workers in terms of components and advice received by pregnant women during antenatal period. It was a Cross-sectional Study conducted in a village on the border of Chandigarh (U.T.) and Mohali (Punjab). All the women who had delivered in the past three years in the village Palsora were included in the study. 92.4% of the pregnancies were registered, 53.2% of which received antenatal care by a Doctor and 46.8% by a health worker. The measuring of blood pressure was significantly higher by the doctor than the health workers who recorded weight more significantly. The advice provided by doctors was significantly higher than health workers regarding diet, danger signs, newborn care, family planning and natal care.
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A Framework to Enhance Quality of Service for Content Delivery Network Using Web Services: A Review

A Framework to Enhance Quality of Service for Content Delivery Network Using Web Services: A Review

Future Web-based systems require a seamless integration of user processes, server applications, domain intelligence, and Web services over the Internet. Delivering QoS services for most multimedia and real-time applications is a critical and significant challenge because of the dynamic and unpredictable nature of user applications and Internet traffic. User applications with different profiles and requirements compete for the resources used to provide Web services. Without a careful management of Web service QoS, critical applications may suffer performance degradation, and resulting in customer dissatisfaction or media losses. The area of QoS management covers a wide range of techniques that match the needs of service requestors with those of the service provider’s. QoS has been a major area of study in computer networking, real-time computing , and system middleware. For Web services, QoS guarantee and enhancement have started to receive some attention. The proposed work only consider the following quality attributes as part of Web service parameters.
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Quality in public services: the challenges of primary care

Quality in public services: the challenges of primary care

The Brazilian Ministry of Health has signaled a policy of evaluating the quality of primary care through the 1654 decree of 19.07.2011. Any organizational change interferes with the culture of any institution, especially when this change is directed toward the issue of quality. It involves processes, internal resources and people, and cannot be artificially produced by the power of the pen. In the health sector, management based on quality involves changes in business focus and technology, supported the rescue of professional-patient relationship, in the form of compensation of physicians and teams, in the qualification and training of professional, in qualifications in their own management, and in active participation of health professionals in the Agreement on these goals and quality parameters. Other instruments of quality assessment have been established within the Primary Care in public health sub-system, and its follow-up was interrupted. Qualifying the Primary is not just about evaluation, but also the selection of qualified professionals, qualification of services, monitoring results and valuation of health professionals involved with the new culture.
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QUALITY SERVICES EVALUATION MODEL BASED ON  DEDICATED SOFTWARE TOOL

QUALITY SERVICES EVALUATION MODEL BASED ON DEDICATED SOFTWARE TOOL

There is a great amount of QFD resources available. Part of the QFD softwares were developed to help the QFD use in various applications, such as software evaluation (by Fawsy Bendeck of Universitat Kaiserslautern, Germany: http://www.agr.informatik.uni-kl.de/_bendeck/qfd/index.html), QFD Designer (by Qualisoft/ Fulfillment Services, USA: http://www.qualisoft.com), QFD Scope (by Integrated Quality Dynamics, US: http://www.iqd.com), QFD/CAPTURE (by International TechneGroup, US: http://qfdcapture.com), QFD2000 (by Total Quality Software, UK: http://www.qfd2000.co.uk), Qualica QFD (by Qualica Software, Germany: http://www.qualica.de), and VOCALYST (by Applied Marketing Science, US: http://www.ams-inc.com) (Chan, et.al., 2002). Herzwurm have performed a thorough analysis and evaluation of the QFD software tools.
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Key words Healthcare quality, Patient’s safety, Maternal-child health services, Checklist

Key words Healthcare quality, Patient’s safety, Maternal-child health services, Checklist

The project is part of the multicenter study regis- tered in the WHO’s “Safe Childbirth Checklist (SCC) Collaboration”, in which has priority to expand its viability in using the SCC in countries around the world. The study counts on the participa- tion of four Latin American countries (Brazil, Mexico, Peru and Venezuela) and one from East Africa (Tanzania). Mexico promoted the initiative, and this research is coordinated by the National Public Health Institute in Mexico, which is in charge of the cooperation among the countries. However, each country is independent in conducting, financing and coordinating the project. In Brazil, the coordi- nated is performed by the Grupo de Pesquisa Melhoria da Qualidade em Serviços de Saúde (QualiSaúde) (Quality Improvement in Health Services) affiliated with the Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq) (National Council for Scientific and Technological Development) and certified by the Universidade Federal do Rio Grande do Norte.
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Measuring patients' quality of life and the perceived quality in long term care services

Measuring patients' quality of life and the perceived quality in long term care services

39 With the analysis of the information gathered with the interviews based on the SERVPERF questionnaire, it was possible to conclude that very few aspects need improvement, in the point of view of the customers. The service of the unit is perceived as extremely good, since the global quality of the services provided has a median of 7, with more than 50% of the patients evaluating it with the maximum score (appendix 4). The only dimensions with some topics that have opportunities for further improvement, according to the perception of the patients, are “Responsiveness” and “Tangibles”. Also, it was very clear to understand, based on what the patients referred in the interviews, that some other matters should be part of the SERVPERF questionnaire when talking about service quality assessment, in order to have a more complete evaluation of its quality. These matters are the activities performed at the LTC unit, the physiotherapy service, and the food provided.
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ASPECTS OF SERVICE QUALITY AND ECOLABELLING OF ROMANIAN LODGING SERVICES

ASPECTS OF SERVICE QUALITY AND ECOLABELLING OF ROMANIAN LODGING SERVICES

In recent years, several studies have shown that people/tourists are more cautious to the environment, but also feel the need for a formal attestation of ‘quality hotel’, which is achieved through certification. Operators’ interest in the industry stems from the need to differentiate the quality of services from those traditionally offered on the market. Quality must be certified. There is a tendency to amplify the importance of certification in accordance with standards of ISO 14000 and the Environmental Management and Audit Scheme EMAS and EU-Ecolabel. Thus, the hotel business moves towards the introduction of environmental management tools, tools that are more credible and visible because they operate on an international level and are publicly recognized. Applying the principles of EMS and its implementation is helping the hotel management to establish and assign responsibilities to motivate staff to implement best practices and monitor performance.
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Nursing services contributing to equity, access, quality, and sustainability in the health services: mid-term plan 2001-2003

Nursing services contributing to equity, access, quality, and sustainability in the health services: mid-term plan 2001-2003

Studies by agencies in various countries on the cost-effectiveness of nursing6 indicate that the quality of the care provided by nurses is similar to that provided by other health professionals, including physicians. There also is evidence in many countries that professional nurses in the public health system have a high degree of expertise in the areas of disease prevention and health promotion. Nurses offer a wide range of services: they diagnose health problems, provide education and counseling to patients and families, provide follow-up care, collaborate with other professionals, refer patients, administer and monitor treatment, manage cases, etc. Nurses are important to achieving a wide range of positive outcomes, such as greater knowledge about health, fewer complaints, the maintenance of health, access to services, shorter hospital stays, and greater patient and employee satisfaction.
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THE IMPACT OF THE ECONOMIC CRISIS ON THE QUALITY OF HEALTH SERVICES

THE IMPACT OF THE ECONOMIC CRISIS ON THE QUALITY OF HEALTH SERVICES

According to the World Health report 2000 (WHO 2000), health systems have three goals: (1) to improve the health of the populations they serve; (2) to respond to the reasonable expectations of those populations; and (3) to collect the funds to do so in a way that is fair. The h ealth systems’ capacity and sustainability was strongly affected by the crisis. In fact, the reduction in wages and the increase of unemployment lead to a decrease in resources originated by social insurance contributions and taxes. Moreover, since hospitals and healthcare services are in general the main source of expenditures, several measures were taken in order to cut costs and improve efficiency. Although this, hospitals and healthcare services have been pressured in order to increase productivity and efficiency with the major extent of being able to provide the same level of quality, care and safety with a lower level of resources.
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Tracking the quality of care for sick children using lot quality assurance sampling: targeting improvements of health services in Jigawa, Nigeria.

Tracking the quality of care for sick children using lot quality assurance sampling: targeting improvements of health services in Jigawa, Nigeria.

supplies, medications and quality of services delivered in health facilities (HF) and in Jigawa state, an add-on qualitative diagnostic assessment to give insight into findings from the R-HFA. LQAS principles were applied to the R-HFA in Nigeria as outlined in [6]. Lot Quality Assurance Sampling (LQAS) is an established [7] classification method [8] adapted from Dodge and Romig’s quality control work developed for industry in the 1920s [6,9]. Since the time it was introduced into public health during the 1980s it has been used several times for quality assurance of health programs, including appraising health facility (HF) quality [10]. This paper presents the results of the baseline R-HFA in Jigawa state and insights from the follow-on qualitative assessment, using LQAS methodology to identify priority problems targeted for improve- ment. An LQAS sampling design was used in order to minimize data collection and yet classify administrative areas by the quality of HF services with a known and acceptable level of error.
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Endoscopic biopsy as quality assurance for endoscopic services.

Endoscopic biopsy as quality assurance for endoscopic services.

Gastroendoscopy (GS) procedures are not only performed by gastroenterologists (GE) but also by hepatologists (HT) in many countries. Endoscopic biopsy (EBx) remains the gold standard for the investigation and documentation of esophago- gastro-duodenal pathology. EBx is subjectively performed by an endoscopist, and the level of skill and experience of the endoscopist may affect the quality of the endoscopic service. Reasons for this discrepancy included lack of experience practitioners to order EBx when required of GS issues between in GE and HT limit access. Ideally, services should be safe and of high quality. This study assessed the EBx/GS ratio as the endoscopic quality assurance as an index of GS services. This was a cohort study of endoscopists at Kaohsiung Chang Gung Memorial Hospital, a teaching hospital in southern Taiwan. There were 34,570 episodes of EBx in 199,877 GS procedures. The 25 endoscopists were divided into GE (n = 13) and HT (n = 12) groups, and correlation coefficients were calculated over a 14.5-year duration of intervention. The Trimmean of EBx/GS was 19.29% in 14.5 years (34570/199877 with Trimmean 0.2 percentile ratio correlations), and the Pearson correlation coefficient was 0.90229. There were significantly more EBx procedures in the GE group than in the HT group at 1 and 5 years (21.5% vs. 15.1% and 20.9% vs. 17.3%, respectively, P,0.00001). Junior GE attempted significantly more EBx than both the senior GE (24.06% vs. 20.41%, P,0.0001), and junior HT (24.06% vs. 13.2%, P,0.0001). In conclusion, quality assurance for gastrointestinal endoscopy involves numerous aspects of unit management and patient safety. Quality measures used with the EBx/GS ratio may be one of the best ways to ensure the quality of endoscopic procedures in a teaching hospital.
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"Internet Plus" medical services based on total quality management theory: an empirical research in public hospital outpatient services in Guangzhou, China

"Internet Plus" medical services based on total quality management theory: an empirical research in public hospital outpatient services in Guangzhou, China

On March 5, 2015, at the Third Session of the Twelfth National People's Congress, Premier Li Keqiang put forward the "Internet Plus" action plan for the first time in the report on the work of the government, aiming to advance the integration of mobile Internet, cloud computing, big data, Internet of Things, and modern manufacturing industry to promote the sound development of e-commerce, industrial Internet, and Internet finance so as to guide Internet companies in expanding the international market (Li & Yang, 2016).On March 30, 2015, the "Cloud Service Plan for Health China" was strategically proposed in the Outline for the Planning of the National Medical and Health Service System (2015-2020), which requires active application of such new technologies as mobile Internet, cloud computing and Internet of Things to promoting comprehensive health information services and smart medical services (General Office of the State Council, 2015); In July of the same year, the State Council published the Guiding Opinions on Actively Promoting the "Internet Plus" Action Plan, pointing out that we should vigorously promote the emerging consumption mode with Internet as carrier that combines online and offline interaction, accelerate the development of such emerging internet-based services as medical care, healthcare, pension, education, tourism and social security, innovate the mode of government service, and improve the government's capability of scientific decision-making and management level (General Office of the State Council, 2015 ); On April 12th, 2018, Premier Li Keqiang presided over the convening of the Standing Committee of the State Council where the Opinions on Promoting the Development of "Internet Plus Healthcare" was adopted, calling for strengthening the supervision of the quality and safety of medical service under Internet healthcare from three aspects, namely, clarifying behavioral margin, reinforcing responsibility and enhancing regulatory capacity, and actively releasing policy dividends to deepen the integration of "Internet Plus Healthcare" (General Office of the State Council, 2018 ).
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Assessment of the quality of mobile telecommunications services

Assessment of the quality of mobile telecommunications services

With regard to the analysis of the 33 items used to measure the perceived quality of mobile telecommunications services, it is found that three of these stand out for having got the worst ratings, namely: (P4) The instructions about the products/services provided by your network operator are clear and self-explanatory; (P15) The employees of the network operator have a response capacity in answering to the client’s complaints; (P24) Your network operator is always looking for what is best for the client. Conversely, the items that had better classification were as follows: (P26) Your network operator provides diferente means to contact it (shops, website, telefone line service for clientes, e-mail and postal mail); (P29) The quality of voice calls made through your network operator is good and (P33) The payment methods provided by your network operator are appropriate.
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An Approach for Graph based Planning and Quality Driven Composition of Web Services

An Approach for Graph based Planning and Quality Driven Composition of Web Services

The Web Services Composition (WSC for short) can be done in a static or dynamic way. The static composition allows the requestor to create an abstract model that should be respected during the execution of this Web service. While the dynamic composition enables selecting the atomic Web services automatically and combines them to create an unlimited number of new Web services. Web service composition focuses on synthesizing individual, outsourced web services to create a new service. It aims to provide more value added service than single web services. By choosing appropriate web services offered by different web service providers, specifying their coordination plan, and implementing the plan through an orchestration engine, the composite web service can provide more valuable and complete service than a single web service. It can also reuse individual web services more efficiently. Also web service composition creates new functionalities by aggregating different services based on a specific workflow [1]. When there are more than one candidate web services for each task or process, there will be various combinations of web services having the same functionality with different quality. For instance, if there are m tasks and n candidate web services, the number of all possible plans is n m . Problem of web service composition is usually an NP-hard [2]. We have to find a suitable composition plan according to the client’s constraints without checking all combinations even if there are a few services and tasks in the workflow.
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Improvement of Ecotourism Services Quality in Salaj and their Diversification

Improvement of Ecotourism Services Quality in Salaj and their Diversification

The article describes ecotourism services in Salaj County and suggests some activities that could improve and expand the accommodation and canoe services in this area of Romania. Ecotourism services represent a very i porta t part of e o o i s studies a d they are „the key for the “alaj Cou ty’s e o o y. The arti le e ds ith the resear her’s o lusio s regarding the ecotourism services in Salaj County, Romania.

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