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Keywords = Parasuraman, Zeithaml and Berry (PZB)

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11 pages, 273 KiB  
Communication
Service Quality Methods and Practices to Improve Library Administration: A Pilot Study
by Chao-Chung Ho, Yi-Horng Lai and Ming-Shu Chen
Standards 2023, 3(2), 187-197; https://doi.org/10.3390/standards3020015 - 29 May 2023
Cited by 1 | Viewed by 3953
Abstract
The aim of this study is to identify the differentiated services university libraries are able to offer students by prioritizing service quality factors using the various dimensions and factors of service quality. The paper proposes a study that adopts the Parasuraman, Zeithaml, and [...] Read more.
The aim of this study is to identify the differentiated services university libraries are able to offer students by prioritizing service quality factors using the various dimensions and factors of service quality. The paper proposes a study that adopts the Parasuraman, Zeithaml, and Berry (PZB) service quality model to construct a model for measuring the service quality of a university library. The study conducts analysis using an expert questionnaire and the Analytic Hierarchy Process (AHP) to identify students’ needs with respect to the library’s service quality. This study covered 44 different graduate institutes, but it is aimed at postgraduate student-oriented university libraries, which may not reveal the real status of different types of libraries. The five dimensions of service quality identified in this study by order of importance are responsiveness, tangibility, reliability, assurance, and empathy. The first three criteria of the twenty-two assessment criteria are “The staff is unwilling to help students”, “The library’s facilities match up with the type of services” and “Students are unable to receive fast services from staff”. This article seeks to provide innovative methods for previous library management in the university library and the research results could also provide useful references with social implications and novel value to the university library’s management team to improve the library’s service quality. Full article
12 pages, 881 KiB  
Article
Implementation and Acceptance of Information and Communication Technology Incorporated into Long-Term Care
by Yi-Cheng Chiang, Yin-Chia Hsieh and Fan Wu
Healthcare 2022, 10(7), 1253; https://doi.org/10.3390/healthcare10071253 - 5 Jul 2022
Cited by 1 | Viewed by 3110
Abstract
Every country in the world is facing serious demographic aging, since the average life expectancy is consistently increasing. Agencies involved in the implementation of caregiving through long-term care institutions can develop more convenient approaches using information and communication technology to enhance overall efficiency. [...] Read more.
Every country in the world is facing serious demographic aging, since the average life expectancy is consistently increasing. Agencies involved in the implementation of caregiving through long-term care institutions can develop more convenient approaches using information and communication technology to enhance overall efficiency. Communication technology has enabled the strengthening of physiological instruments, improving the efficiency and quality of services, while integrating management systems for optimum efficiency. This work conducted empirical studies, collecting responses to questionnaires from residents and caregivers in five institutions located in the south of Taiwan. The PZB model, proposed by Parasuraman, Zeithaml, and Berry, was used to construct the questionnaire to analyze the service quality following the incorporation of information and communication technology. The results of the empirical study show that 34% and 63% of the relatives of the residents agreed and strongly agreed that the system was practical and convenient, respectively. As for the caregivers, 77% of them agreed or strongly agreed that the system was mobile, practical, and convenient, and they agreed that the system could significantly increase working efficiency, reduce waiting time, and improve administration for chronic diseases among care-home residents. Full article
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