Shamsuddin Ahmed and Addas F. Mohammed
Accident emergency hospital (AEH) services require cohesive, collective, uninterrupted streamlined medical diagnostic and satisfactory patient care. Medical service efficiency in…
Abstract
Purpose
Accident emergency hospital (AEH) services require cohesive, collective, uninterrupted streamlined medical diagnostic and satisfactory patient care. Medical service efficiency in AEHs is difficult to quantify due to the clinical complexity involved in treatment involving various units, patient conditions, changes in contemporary medical practices and technological developments. This paper aims to show how to measure efficiency by eliminating waste in AEH system, identify service failure points, identify benchmark medical services, identify patient throughput time and measure treatment time when AEH services are nonstandard. The applications shown in this paper are distinct in particular; we the authors use nontraditional and systems engineering approach to collect data as the traditional data collection is difficult in real-time AEHs.
Design/methodology/approach
The authors show in this study how to measure overall patient treatment time from admission to discharge. Project evaluation and review technique (PERT) captures the inconsistencies involved in measuring treatment time, including measures of variability. The irregular treatment time and complexity involved in the emergency health-care services are usual. The research methodology illustrates how the time function map and service blueprint can improve value-added time in AEHs and benchmark services between similar AEHs.
Findings
The inconsistency in treatment time between AEH in public and private hospital is found to be in ratio of 1:20. The private hospital suggests variety of treatments and long stays for recovery. The PERT computations show that the average time a patient remains in a government AEH is about 10 days. The standard deviation of the AEH treatment time is about 0.043 per cent of the expected patient care time. The inconsistency is not significant as compared to the expected value. In 89.64 per cent of the cases, a patient may be discharged in less than 10 days’ time. The patient on average is discharged in 13 days in a private hospital.
Originality/value
The patient treatment time of an AEH is evaluated with PERT project management approach to account for inconsistencies in treatment time. This research makes new contributions in benchmarking AEH throughput time, identify medical service failure points with service blueprint, measure the efficiency with time function map and collect patient data with nontraditional methods. The inherent inconsistencies in a clinical process are identified by PERT analysis with the variance as a characteristic of the treatment time. Improvement of variability implies cost reduction in AEH system.
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Asaah Sumaila Mohammed, Francis Xavier Dery Tuokuu and Edgar Balinia Adda
The purpose of this study is to contribute to the discourse on livelihood access and challenges of fisherfolks and farmers within coastal communities in Ghana. Insights from such…
Abstract
Purpose
The purpose of this study is to contribute to the discourse on livelihood access and challenges of fisherfolks and farmers within coastal communities in Ghana. Insights from such studies can help to create win-win outcomes between communities and oil companies and give the latter social license to operate. Also, it will help to identify the existing knowledge gaps that still need to be filled and contribute to the overall management of Ghana’s oil resources. It will further contribute to the government’s livelihood diversification programs in oil-producing communities.
Design/methodology/approach
The study employed the use of qualitative research paradigm to collect primary data in oil- and gas-producing communities in the Western Region of Ghana. Specifically, focus group discussions and in-depth interviews were conducted among diverse stakeholders.
Findings
Findings from the study show that several people and households along the coast of Ghana’s Western Region depend on the fishing industry as their livelihoods. However, fisherfolks are facing several challenges due to oil production. For instance, the quantity of fish harvest has reduced drastically since oil production started in 2010. Farming activities have also been adversely affected. The study has unearthed that the existing social and economic infrastructure are very limited to support the development of the coastal communities in Ghana’s Western Region. The study suggests that to deal with some of the challenges faced by coastal communities, livelihood diversification programs should be introduced.
Research limitations/implications
Not every community within the oil and gas areas in the Western Region was covered. Future work will address this limitation.
Practical implications
The study has revealed that the Metropolitan, Municipal and District Assemblies need to expedite the process of conducting a comprehensive needs assessment of communities and capture them in their medium-term development plans.
Social implications
The corporate social responsibility programs will create win-win outcomes between oil companies and communities.
Originality/value
The study is an original piece of work with data collected from the field. The study will contribute to the efficient management of natural resources in Ghana and other developing countries.
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John Agyekum Addae, Kwabena Gyasi Boakye, George Oppong Appiagyei Ampong, Hod Anyigba, Mohammed Majeed, Aidatu Abubakari and Kwame Simpe Ofori
The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context…
Abstract
Purpose
The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context. Furthermore, the study investigated the impact of perceived value, service convenience and service experience on positive electronic word of mouth (e-WoM).
Design/methodology/approach
Data were collected from 527 respondents using online surveys distributed on various social media platforms in Ghana. The data were analysed using the partial least squares approach to structural equation modelling.
Findings
The results showed that multichannel integration quality influences consumers' perceptions of value and service experience favourably. It also showed that the two factors influencing service convenience were service experience and perceived value. Further, the research revealed a significant relationship between positive electronic word of mouth and perceived value, service convenience and service experience.
Practical implications
The study adds to the existing body of knowledge on multichannel integration by empirically testing the relationship between multichannel integration quality and consumer response in the context of multichannel banking.
Originality/value
The study is one of a few that provide important insights into the growing body of literature on multichannel integration quality from the consumers' perspective. The study further develops a model that explicates the relationship between multichannel integration quality, perceived value, service convenience and e-WoM.
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George Oppong Appiagyei Ampong, Aidatu Abubakari, Majeed Mohammed, Esther Theresa Appaw-Agbola, John Agyekum Addae and Kwame Simpe Ofori
The study sought to assess the nexus between components of perceived justice and satisfaction, trust and loyalty with service recovery.
Abstract
Purpose
The study sought to assess the nexus between components of perceived justice and satisfaction, trust and loyalty with service recovery.
Design/methodology/approach
Survey data were gathered from a sample of 300 clients from 8 midscale hotels in Ghana. Partial least squares structural equation modeling was used to test the hypothesized relationships.
Findings
Perceived distributive justice has no effect on customer satisfaction with service recovery. Interactional justice had the greatest effect on customer satisfaction with service recovery. No significant relationship was found between procedural justice and trust. Also, trust had a significant effect on loyalty post-service recovery.
Research limitations/implications
Empirical data were taken from one service industry; thus, it is reflective of only that service industry, generalizations should be mindful of our context bounded results.
Practical implications
The study offers suggestions for managers to leverage the dimensions of perceived justice in order to build trust and loyalty post-service failure. Hotels should treat customers with fairness and respect at every point of contact during the service recovery process. Reward based compensation should be offered to customers to build trust.
Originality/value
The study is among a few to assess service recovery and its link with loyalty from a developing economy context. The study revealed that perceptions of justice with service recovery influences customer loyalty and satisfaction post-service recovery and extend the understanding of service recovery in the Ghanaian hotel sector.
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Sereen M. Kazim, Shadell A. AlGhamdi, Miltiadis D. Lytras and Basim S. Alsaywid
This chapter examines how innovation and research are essential to the advancement of science, the economy, and society. We examine the current status of scientific research in…
Abstract
This chapter examines how innovation and research are essential to the advancement of science, the economy, and society. We examine the current status of scientific research in Saudi Arabia, highlighting issues like financial limitations and a lack of skilled researchers. We emphasize how important it is to develop the next generation of scientists in order to transform existing practices and improve the state of scientific research in the country.
Proficiency in research and innovation is crucial for expanding the frontiers of knowledge, empowering scientists to tackle intricate problems, and advancing scientific rigor. These abilities also support the use of evidence in decision-making, enabling researchers to provide empirical data that inform practices and policies in a variety of industries. Sustained growth requires the formation of future leaders, who promote knowledge exchange and multidisciplinary collaboration.
Despite Saudi Arabia’s significant spending on science, problems still exist. Addressing governance deficiencies is demonstrated by the establishment of the Research, Development, and Innovation Authority in 2021. The nation has grown in the world’s scientific rankings, drawing eminent specialists and fostering cross-border cooperation. Still, there is room for improvement, especially when it comes to fostering a culture of research, improving financing sources, and encouraging international collaboration. It is imperative that these problems are resolved in order to avoid stagnation, guarantee ongoing innovation, and take advantage of chances for society’s progress.
The chapter ends with a call to action that highlights how quickly improvements must be made. Failing to do so runs the risk of stifling the advancement of science, preventing the creation of new technologies, and prolonging complicated issues. To lower risks, seize opportunities, and ensure that research and innovation continue to advance for the good of society, immediate action is necessary.
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Oti Amankwah, Weng-Wai Choong and Abdul Hakim Mohammed
Facilities management (FM) professionals state that adopting FM will positively support core service delivery and ensure customer satisfaction. Evidences of such claim are…
Abstract
Purpose
Facilities management (FM) professionals state that adopting FM will positively support core service delivery and ensure customer satisfaction. Evidences of such claim are important as it will enhance the rationale for institutionalising prudent FM service quality in hospitals in Ghana. This paper aims to assess the mediating effect of healthcare FM service quality on patients’ satisfaction and overall healthcare delivery.
Design/methodology/approach
This is a cross-sectional study involving adult patients at the Physician outpatient departments and Polyclinics of Komfo Anokye, Tamale and Cape Coast Teaching hospitals in Ghana. A questionnaire survey using a well-structured five-point likert scale based on the SERVQUAL dimensions and Healthcare core service dimensions rooted in the FM framework was used to collect data from 660 patients. Smart PLS was used to analyse the data of 622 valid questionnaires.
Findings
The study results revealed that FM service quality mediates the relationship between patients’ satisfaction and three of the constructs under core healthcare delivery. That is, (the quality of healthcare delivery, the quality of healthcare personnel and the adequacy of healthcare resources) – surprisingly, the fourth construct (the quality of administration process) was not supported.
Originality/value
There is no or at best very limited studies on the contribution of healthcare FM on patients satisfaction of core healthcare delivery in Ghana. Therefore, this study will enrich and contribute to knowledge in healthcare FM in general and that of a developing African country in particular.
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The paper aims to determine the attractiveness factors of UAE shopping malls from the shoppers' perspective and then to segment shoppers according to these attractiveness factors.
Abstract
Purpose
The paper aims to determine the attractiveness factors of UAE shopping malls from the shoppers' perspective and then to segment shoppers according to these attractiveness factors.
Design/methodology/approach
A survey of university staff and principal component factor analysis were used to identify shopping mall attractiveness factors. Segmentation approach using K‐means cluster analysis was also used to segment mall shoppers due to the identified factors.
Findings
This study revealed six mall attractiveness factors from the shoppers' perspective: comfort, entertainment, diversity, mall essence, convenience, and luxury. It also arrived at three mall shopper segments, specifically, relaxed shoppers, demanding shoppers, and pragmatic shoppers. Each segment was profiled in terms of mall attractiveness attributes, demographics and shopping behaviour.
Research limitations/implications
This study is limited in that it surveyed UAE University staff as shoppers. Thus, findings may not be representative of UAE shoppers in general.
Practical implications
Identifying mall attractiveness factors for a segmented market gives a better understanding about patronage motives than when it is applied to the market as a whole. This enables mall managers to develop the appropriate retailing strategies to satisfy each segment.
Originality/value
This is the first study to provide an insight of mall attractiveness factors as identified by different shopper segments in an Arabian environment without ignoring the special cultural differences in the UAE.