Most of the time, clients only have one opportunity to evaluate a service received in terms of quality and satisfaction; under this premise organizations have been concerned with developing, in a permanent manner, a q...Most of the time, clients only have one opportunity to evaluate a service received in terms of quality and satisfaction; under this premise organizations have been concerned with developing, in a permanent manner, a quality evaluation culture in the services offered to their clients. To do this, procedures and methods that let them achieve it, have been implemented. That is the case of the model that concedes to measure and evaluate service quality, which is redefined and named Servqual, considering a multidimensional theoretical construct that explains the client＇s perception of quality service considering the differences between what is expected and what is received. Therefore, the goal of this study is to identify the factors that define the quality of emergency services provided by a private hospital in Hermosillo, Sonora, Mtxico, a sample of 384 patients, with a confidence level of 95% and a margin of permissible error of 5%. A questionnaire with 22 items was applied to measure the perceptions and expectations of users in terms of the quality of the service, which was subjected to an extensive evaluation of reliability and construct validity, with an estimate Cronbach＇s alpha of 95.6% and 97.9% respectively. The results showed that Servqual is a valid, reliable, and dependable instrument to monitor and measure the quality of the services offered in private hospitals in Hermosillo, and permit hospital administrators to identify opportunities or improvement areas, from the patients＇ perspective.展开更多
Mobility and resource-limitedness pose challenging issues to service configuration for quality of service (QoS) management in ubiquitous computing environments. Previous configuration approaches, such as static resour...Mobility and resource-limitedness pose challenging issues to service configuration for quality of service (QoS) management in ubiquitous computing environments. Previous configuration approaches, such as static resource reservation, dynamic resource allocation and single service composition are not valid in the environments. In this study, we present an adaptive service configuration approach. Firstly, we reduce the dynamic configuration process to a control model which aims to achieve the variation of critical QoS on minimal level with less resource cost. Secondly, to deal with different QoS variations, we design two configuration strategies—service chain reconfiguration and QoS parameter adjustment—and implement them based on fuzzy logic control theory. Finally, a configuration algorithm is developed to flexibly employ the two configuration strategies in tune with the error of critical QoS in configuration process. The results of simulation experiments suggest that our approach outper- forms existing configuration approaches in both QoS improvement and resource utilization.展开更多
文摘Most of the time, clients only have one opportunity to evaluate a service received in terms of quality and satisfaction; under this premise organizations have been concerned with developing, in a permanent manner, a quality evaluation culture in the services offered to their clients. To do this, procedures and methods that let them achieve it, have been implemented. That is the case of the model that concedes to measure and evaluate service quality, which is redefined and named Servqual, considering a multidimensional theoretical construct that explains the client＇s perception of quality service considering the differences between what is expected and what is received. Therefore, the goal of this study is to identify the factors that define the quality of emergency services provided by a private hospital in Hermosillo, Sonora, Mtxico, a sample of 384 patients, with a confidence level of 95% and a margin of permissible error of 5%. A questionnaire with 22 items was applied to measure the perceptions and expectations of users in terms of the quality of the service, which was subjected to an extensive evaluation of reliability and construct validity, with an estimate Cronbach＇s alpha of 95.6% and 97.9% respectively. The results showed that Servqual is a valid, reliable, and dependable instrument to monitor and measure the quality of the services offered in private hospitals in Hermosillo, and permit hospital administrators to identify opportunities or improvement areas, from the patients＇ perspective.
基金Project (No. 05SN07114) supported by the International Cooperation Project of the Shanghai Science and Technology Commission of China and the National Research Council of Canada
文摘Mobility and resource-limitedness pose challenging issues to service configuration for quality of service (QoS) management in ubiquitous computing environments. Previous configuration approaches, such as static resource reservation, dynamic resource allocation and single service composition are not valid in the environments. In this study, we present an adaptive service configuration approach. Firstly, we reduce the dynamic configuration process to a control model which aims to achieve the variation of critical QoS on minimal level with less resource cost. Secondly, to deal with different QoS variations, we design two configuration strategies—service chain reconfiguration and QoS parameter adjustment—and implement them based on fuzzy logic control theory. Finally, a configuration algorithm is developed to flexibly employ the two configuration strategies in tune with the error of critical QoS in configuration process. The results of simulation experiments suggest that our approach outper- forms existing configuration approaches in both QoS improvement and resource utilization.
