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Article
Publication date: 9 March 2015

Ritu Narang, Pia Polsa, Alabi Soneye and Wei Fuxiang

Healthcare service quality studies primarily examine the relationships between patients ' perceived quality and satisfaction with healthcare services, clinical…

932

Abstract

Purpose

Healthcare service quality studies primarily examine the relationships between patients ' perceived quality and satisfaction with healthcare services, clinical effectiveness, service use, recommendations and value for money. These studies suggest that patient-independent quality dimensions (structure, process and outcome) are antecedents to quality. The purpose of this paper is to propose an alternative by looking at the relationship between hospital atmosphere and healthcare quality with perceived outcome.

Design/methodology/approach

Data were collected from Finland, India, Nigeria and the People ' s Republic of China. Regression analysis used perceived outcome as the dependent variable and atmosphere and healthcare service quality as independent variables.

Findings

Results showed that atmosphere and healthcare service quality have a statistically significant relationship with patient perceived outcomes.

Research limitations/implications

The sample size was small and the sampling units were selected on convenience; thus, caution must be exercised in generalizing the findings.

Practical implications

The study determined that service quality and atmosphere are considered significant for developing and developed nations. This result could have significant implications for policy makers and service providers developing healthcare quality and hospital atmosphere.

Originality/value

Studies concentrate on healthcare outcome primarily regarding population health status, mortality, morbidity, customer satisfaction, loyalty, quality of life, customer behavior and consumption. However, the study exposes how patients perceive their health after treatment. Furthermore, the authors develop the healthcare service literature by considering atmosphere and perceived outcome.

Details

International Journal of Health Care Quality Assurance, vol. 28 no. 2
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 25 January 2011

Ritu Narang

This paper aims to measure the perception of patients towards quality of services in public health care centres in rural India.

3569

Abstract

Purpose

This paper aims to measure the perception of patients towards quality of services in public health care centres in rural India.

Design/methodology/approach

A 23‐item scale that tested well for reliability and construct validity was employed for the study. Mixed sampling technique was employed to select the sample. A total of 500 respondents from Eastern, Western and Central regions of Uttar Pradesh were surveyed.

Findings

The survey instrument had an overall Cronbach's alpha value of 0.96 and was able to discern differences across various socio‐demographic characteristics of the respondents. The opinions of the respondents towards health care quality were not very favourable. Negative scores were obtained on items, “availability of adequate medical equipments” and “availability of doctors for women”. Education, gender and income were found to be significantly associated with user perception.

Research limitations/implications

The current study was limited to measuring the perceived quality of health care services in public centres only. Moreover, as the study was confined to the state of Uttar Pradesh so caution has to be exercised in making generalisations for the entire nation.

Practical implications

Valuable insights into the quality of services at public health care centres in rural India have been provided by the study.

Originality/value

Knowledge about the patients' perception towards health care quality is one of the most important steps towards introducing reforms in the health care sector. Identification of areas that require immediate improvement in public health care centres provides valuable guidance to the policy makers who can devise suitable strategies to make these centres more sensitive and responsible to the needs of the rural population. This can lead to restoration of faith in public health care centres and subsequently their increased consumption.

Details

Clinical Governance: An International Journal, vol. 16 no. 1
Type: Research Article
ISSN: 1477-7274

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Article
Publication date: 21 September 2012

Ritu Narang

Keeping in mind the urgent need to deliver quality education in higher education institutes, the current paper seeks to measure the quality perception of management students in…

2140

Abstract

Purpose

Keeping in mind the urgent need to deliver quality education in higher education institutes, the current paper seeks to measure the quality perception of management students in India.

Design/methodology/approach

Based on an exploratory study a modified version of SERVQUAL was employed as the research instrument. Data were collected from young students between the ages of 21‐25 years.

Findings

The research instrument, EduQUAL, comprising 28 items tested well for both reliability and validity. Five dimensions of the scale, namely learning outcomes, responsiveness, physical facilities, personality development and academics, were identified. The results obtained pointed at the negative quality gaps in all the five dimensions of EduQUAL. The highest negative gap was visible in the physical facilities dimension and lowest negative score in case of academics dimension. There were significant differences between perceptions and expectations of students with respect to all the five dimensions of the scale (p<0.001).

Research limitations/implications

The study was confined to three public educational institutes so the generalizations for the entire nation have to be used cautiously. Therefore, the researchers are encouraged to extend this research to private and foreign universities as well.

Practical implications

The current study provides valuable insights into the quality of higher education perceived by students in India.

Originality/value

The study points out the seriousness required of the policy makers in ensuring the quality of higher education rather than being concerned with only quantitative increase of higher education institutes. It seeks to draw the attention of the administration towards areas of performance where improvements are required or more resources need to be diverted.

Details

Quality Assurance in Education, vol. 20 no. 4
Type: Research Article
ISSN: 0968-4883

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Article
Publication date: 14 June 2011

Ritu Narang

The current study aims to identify the role of psychographic characteristics in apparel store selection among Indian youth of a tier‐II city.

2479

Abstract

Purpose

The current study aims to identify the role of psychographic characteristics in apparel store selection among Indian youth of a tier‐II city.

Design/methodology/approach

The research instrument was based on focus group discussions and in‐depth interviews of young people and retailers. It consisted of a psychographic scale and a store scale. Data were collected from young students aged between 19 and 24 years.

Findings

Cluster analysis found four psychographic clusters: “Get Going Adopters”, “Disinterested Introverts”, “Confused Followers” and “Independent Life Lovers”, and the differences between these segments were found to be statistically significant. The findings suggest that “Independent Life Lovers’ consider apparel shopping to be a recreational activity, whereas “Get Going Adopters” prefer to spend less time in stores; both these segments were driven by layout, ambience and the availability of the latest designs and styles in apparel store selection. “Confused Followers”, who struggle to maintain their old dress style, consider convenience, entertainment and recommendations from friends/relatives to be important in store patronage, while “Disinterested Introverts”, the fashion‐resistant group, are lured by attractive sales promotion techniques and the availability of preferred brands.

Research limitations/implications

The study was confined to the city of Lucknow, and the use of students from educational institutes neglects those who are college and school dropouts.

Practical implications

The current study provides valuable insights into the apparel store selection criteria adopted by Indian youth.

Originality/value

Knowledge of the different psychographic clusters of Indian youth and the criteria adopted by them in making store choice decision encourages a better understanding of customers and provides valuable guidelines to the modern marketer/retailer in designing the retail‐mix strategy in one of the fastest growing economies in the world.

Details

Young Consumers, vol. 12 no. 2
Type: Research Article
ISSN: 1747-3616

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Article
Publication date: 9 February 2010

Ritu Narang

The objective of this paper is to understand the perception of patients towards health care services in Lucknow based on the 20‐item scale

3234

Abstract

Purpose

The objective of this paper is to understand the perception of patients towards health care services in Lucknow based on the 20‐item scale

Design/methodology/approach

The 20‐item scale was administered to 500 users of health care centres comprising a tertiary health centre, a state medical university and two missionary hospitals in Lucknow, India.

Findings

The scale was found to be reliable to a great extent with an overall Cronbach alpha value of 0.74. “Health personnel and practices” and “health care delivery” were found to be statistically significant in impacting the perception. Respondents were relatively less positive on items related to “access to services” and “adequacy of doctors for women”. The tertiary health centre was rated poorer than the medical university and missionary hospitals.

Research limitations/implications

This tool may be applied for qualitative assessment of the services of health care programmes as well as health care centres of India.

Practical implications

The paper draws the attention of health policy makers in considering the requirements and opinions of patients to effect substantial change and significant improvement in the quality of the health care services for better and increased utilization of the services.

Originality/value

The paper fulfils the need of measuring perceived quality of health care services and points out that the improvement in health care services requires immediate and urgent attention from policy makers.

Details

International Journal of Health Care Quality Assurance, vol. 23 no. 2
Type: Research Article
ISSN: 0952-6862

Keywords

Available. Content available
Article
Publication date: 14 June 2011

Dr Brian Young

302

Abstract

Details

Young Consumers, vol. 12 no. 2
Type: Research Article
ISSN: 1747-3616

Available. Content available
Article
Publication date: 21 September 2012

John Dalrymple

103

Abstract

Details

Quality Assurance in Education, vol. 20 no. 4
Type: Research Article
ISSN: 0968-4883

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Article
Publication date: 28 August 2023

Ritu Arora, Anand Chauhan, Anubhav Pratap Singh and Renu Sharma

Good management strives to align and corporate processes for more attention being paid to supply chain management. Firms realize that greater co-operation and improved…

79

Abstract

Purpose

Good management strives to align and corporate processes for more attention being paid to supply chain management. Firms realize that greater co-operation and improved coordination can help to manage the entire supply chain more efficiently. The imperfect quality item is one of the most important issues that affect the expected profit of green supply chain. The imprecise cost with screening process of poor quality items posed in supply chain is the subject of this study.

Design/methodology/approach

The present study explores production model for imperfect items having uncertain cost parameters with three-layer supply chain encompassing supplier, manufacturer and retailer. The model is considering the impact of business tactics such as order size, production rate, production cost and appropriate times in various sectors on collaborative marketing systems. Due to imprecise cost parameters, the pentagonal fuzzy numbers are set to fuzzify the total cost and defuzzifition by using graded mean integration.

Findings

This study offers an explicit condition in uncertain environment to manage the imperfect quality item to increase the potential profit of the supply chain. The influence of changes in parameter values on the optimal inventory policy under fuzziness is provided managerial insights.

Originality/value

This model makes a significant contribution to fuzzy inference. The results of the study provide a trading strategy for the industry to avoid losses. The prescribed study can be suitable for the industries like sculpture, jewelry, pottery, etc.

Details

Benchmarking: An International Journal, vol. 31 no. 9
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 22 October 2021

Ritu Arora, Anubhav Pratap Singh, Renu Sharma and Anand Chauhan

The awareness for protecting the environment has resulted in remanufacturing and recycling policies in manufacturing industries. Carbon emission is one of the most important…

149

Abstract

Purpose

The awareness for protecting the environment has resulted in remanufacturing and recycling policies in manufacturing industries. Carbon emission is one of the most important elements affecting the environment. Carbon emission due to production and transportation creates complicated situations for the manufacturing firms by affecting the manufacturer's carbon quota. The ecological consequences posed in a reverse logistic model are the subject of this study.

Design/methodology/approach

The present study explores the fuzzy model of economic production for both remanufacturing and recycling with uncertain cost parameters under the cap-and-trade rule to control the carbon emission due to different modes of transportation. Due to imprecise cost parameters, the hexagonal fuzzy numbers are set to fuzzify the overall cost, which leads to correct decisions in a more confident way. The result is defuzzified by using graded mean integration.

Findings

This study offers an explicit condition to control the carbon emission of the manufacturer and reduce the optimum cost. The findings indicate that the collection of used goods that can be remanufactured must be increased. The model is validated numerically. Sensitivity analysis explores the various aspects of different parameters on net cost to accomplish the fuzzy production model.

Originality/value

Under fuzzy inference, the research offers a relevant contribution in the field of recycling with controlling carbon emission by using the cap-and-trade policy. This study provides a trading strategy for a manufacturer's decision to avoid losses.

Details

Benchmarking: An International Journal, vol. 29 no. 7
Type: Research Article
ISSN: 1463-5771

Keywords

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