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Healthcare quality under the National Health Insurance Scheme in Ghana : Perspectives from premium holders
Ayimbillah Atinga, Roger - In: International Journal of Quality & Reliability Management 29 (2012) 2, pp. 144-161
Purpose – The purpose of this study is to examine how premium holders of Ghana's Health Insurance Scheme (NHIS) perceive the state of quality healthcare delivery in public hospitals in the country. Design/methodology/approach – Questionnaires were administered to a sample of 250 insured...
Persistent link: https://www.econbiz.de/10014800680
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How organizational citizenship behavior mediates between internal marketing and service quality : The case of Iranian GAS company
SeyedJavadin, SeyedReza; Rayej, Hamzeh; Yazdani, Hamidreza - In: International Journal of Quality & Reliability Management 29 (2012) 5, pp. 512-530
Purpose – The purpose of this paper is to investigate the effects of internal marketing on service quality and the mediating role of OCB in their relationship. Design/methodology/approach – A total of 162 random samples of the customers and employees of the Greater Tehran Gas Company were...
Persistent link: https://www.econbiz.de/10014800700
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Service quality orientation: an approach to diffusing mindfulness in SMEs
Owusu‐Frimpong, Nana; Nwankwo, Sonny - In: International Journal of Quality & Reliability Management 29 (2012) 6, pp. 681-698
Purpose – The purpose of this paper is to connect mindfulness with service quality constructs and apply the resultant framework, service‐mindful orientation (SMO), to the analysis of strategic perspectives and philosophical orientations of small to medium‐sized enterprises (SMEs) in Ghana...
Persistent link: https://www.econbiz.de/10014800708
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The moderating effect of channel use on the quality‐loyalty relationship in multi‐channel e‐services
Sousa, Rui - In: International Journal of Quality & Reliability Management 29 (2012) 9, pp. 1019-1037
Purpose – Services provided through the internet (e‐services) are typically offered as part of a broader Multi … the Internet (DFI) channel (internet‐oriented customers) to customers with a low DFI (low focus on the internet and strong …‐loyalty behavioral intentions for low DFI customers than for high DFI (internet‐oriented) customers. Different strategies may need to be …
Persistent link: https://www.econbiz.de/10014800726
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Business process improvement in services: case studies of financial institutions in Thailand
Buavaraporn, Nattapan; Tannock, James - In: International Journal of Quality & Reliability Management 30 (2013) 3, pp. 319-340
Purpose – The purpose of this paper is to explore how financial institutions adopt business process improvement (BPI) for improving service quality, to enhance customer satisfaction. To explain this adoption, it was necessary to develop a theory to explain the linkages between BPI initiatives...
Persistent link: https://www.econbiz.de/10014800745
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Mobile SERVQUAL : A comparative analysis of customers' and managers' perceptions
Abu‐El Samen, Amjad A.; Akroush, Mamoun N.; … - In: International Journal of Quality & Reliability Management 30 (2013) 4, pp. 403-425
Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry. Design/methodology/approach...
Persistent link: https://www.econbiz.de/10014800750
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Quality Service at National Westminster Bank ‐ The Continual Striving for Excellence
Goodstadt, Paul; Marti, Richard - In: International Journal of Quality & Reliability Management 7 (1990) 4
The theme of this article is a reflection on the strategic importance of Quality Service, by staff from NatWest who are a major force in world banking. Amongst the main findings are that a Quality Service Programme which fosters continuous incremental improvement is an essential feature in...
Persistent link: https://www.econbiz.de/10014800810
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Total Quality Management in the Australian Banking Industry
Dawson, Patrick; Patrickson, Margaret - In: International Journal of Quality & Reliability Management 8 (1991) 5
The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry in the 1990s. Some of these issues are...
Persistent link: https://www.econbiz.de/10014800843
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The Use of Computer Simulation in Implementing a Manufacturing Process Quality Modelling System
Estrop, S.J.; Kaye, M.M.; Nevell, T.G. - In: International Journal of Quality & Reliability Management 9 (1992) 7
A manufacturing process quality model for investigating the operation of a manufacturing unit has been developed incorporating the failure mechanism of instantaneous assignable cause, mean drift and standard deviation drift. Describes an illustrative example, showing how the new model can be...
Persistent link: https://www.econbiz.de/10014800870
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Customer Attributes and Their Effect on Service and Product Quality Perceptions: An Empirical Study
R. Gross, James; Kim DeDee, J.; R. Swanson, Scott - In: International Journal of Quality & Reliability Management 10 (1993) 8
Persistent link: https://www.econbiz.de/10014800915