Araştırma Makalesi
BibTex RIS Kaynak Göster
Yıl 2023, Cilt: 11 Sayı: 1 - The International New Issues in Social Sciences (tini SoS), 1 - 22, 04.07.2023

Öz

Kaynakça

  • Akroush, M. N., & Khatib, F. S. (2009). The impact of service quality dimensions on performance: an empirical investigation of Jordan’s commercial banks. Journal of accounting, business and management, 16(1), 22-44.
  • Ay, O., & Nurov, G. (2017). Impact of unlimited improvement on organizational performance: An application. The International New Issues In Social Sciences, 4(4), 89-95.
  • Benshina, K. (2018). The relationship between unlimited improvement and business performance. The International New Issues in Social Sciences, 6.Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving service quality in America: Lessons learned. Academy of Management Executive, 8(2), 32-52.
  • Cheng, J.-S., & Lin, Y.-C. (2014). Effects of service quality on organizational performance. Journal Statistics, 30(6), 1131-1140.
  • Ismail, A., & Yunan, Y. S. (2016). Service Quality as a predictor of customer satisfaction and customer loyality. Scientific Journal of Logistics, 12(4), 269-283.
  • Küçük, O. (2011). Toplam Kalıte Yönetımınde Yeni bir Uygulama: Sınırsız İyileşme. 11. Ulusal Üretim Araştırmaları Sempozyumu, (pp. 44-54). Istanbul.Küçük, O. (2016). Bilimsei Araştırma Yöntemleri. Ankara: Ekin Basım Yayın.
  • Küçük, O. (2016). Total Quality Management - Unlimited Improvement EFQM Excellence Model. Ankara: Seçkin Yayıncılık.
  • Küçük, O., & Küçük, N. (2012). Sınırsız İyileşmenin Örgüt Performansına Etkisi: Bir Uygulama., (p. 769). Konya 10 - 12 Mayıs.
  • Liu, C.-M., & Wang, T.-Y. (2017). A study on the effect of service quality on customer loyalty and corporate performance in financial industry. Problems and perspectives in Management, 15(2-2), 355-363.
  • Molaee, M., Ansari, R., & Teimuori, H. (2013). Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran. International Journal of Academic Research in Accounting , Finance and Management S ciences, 3(3), 1-9.
  • Nair, G. (2016). Impact of Service Quality on Business Performance in Hospitality Industries: An empirical study. Journal of Tourism, Hospitality and Sports, 17, 10-28.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Percieved Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model. Human Resource Management, 30(3), 335-364.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and its implications for Future Research. Journal of Marketing, 49, 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3), 201-230.
  • Tzeng, G.-H., & Chang, H.-F. (2011). Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry. Journal of Technology, Management and Innovation, 6(3), 106-115.
  • Wijetunge, W. A. (2016). Service Quality, Competitive Advantage and Business Performance in Service Providing SMEs in Sri Lanka. International Journal of Scientific and Research Publications, 6(7), 720-728.

The relationship between unlimited improvement and service quality – A research in Libyan hospitals

Yıl 2023, Cilt: 11 Sayı: 1 - The International New Issues in Social Sciences (tini SoS), 1 - 22, 04.07.2023

Öz

Quality is
one of the most important aspects in any organization as it can be the
differentiating factor in competitive market environments. Therefore, quality
management systems and concepts emerged to enable an organization to implement
quality processes and systems, evaluate them, and continue monitoring them for
a sustained and improved quality level. Service quality and unlimited
improvement are part of quality management concepts, which are focused on
specific quality areas within the organization. Service quality is beneficial
for all organizations, especially if the core business is dependent on provided
services. Moreover, unlimited improvement is a modern concept that works on
extending quality to all aspects within the organization. In this research, the
relationship between service quality and Unlimited Improvement is assessed
based on the case study of Libyan healthcare establishments, i.e. hospitals.
The researcher collected 413 questionnaires that included
reliable scales of both quality management concepts. The results of the
analysis show that there is a positive relationship between service quality and
unlimited improvement, with medium strength correlation coefficient.

Kaynakça

  • Akroush, M. N., & Khatib, F. S. (2009). The impact of service quality dimensions on performance: an empirical investigation of Jordan’s commercial banks. Journal of accounting, business and management, 16(1), 22-44.
  • Ay, O., & Nurov, G. (2017). Impact of unlimited improvement on organizational performance: An application. The International New Issues In Social Sciences, 4(4), 89-95.
  • Benshina, K. (2018). The relationship between unlimited improvement and business performance. The International New Issues in Social Sciences, 6.Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving service quality in America: Lessons learned. Academy of Management Executive, 8(2), 32-52.
  • Cheng, J.-S., & Lin, Y.-C. (2014). Effects of service quality on organizational performance. Journal Statistics, 30(6), 1131-1140.
  • Ismail, A., & Yunan, Y. S. (2016). Service Quality as a predictor of customer satisfaction and customer loyality. Scientific Journal of Logistics, 12(4), 269-283.
  • Küçük, O. (2011). Toplam Kalıte Yönetımınde Yeni bir Uygulama: Sınırsız İyileşme. 11. Ulusal Üretim Araştırmaları Sempozyumu, (pp. 44-54). Istanbul.Küçük, O. (2016). Bilimsei Araştırma Yöntemleri. Ankara: Ekin Basım Yayın.
  • Küçük, O. (2016). Total Quality Management - Unlimited Improvement EFQM Excellence Model. Ankara: Seçkin Yayıncılık.
  • Küçük, O., & Küçük, N. (2012). Sınırsız İyileşmenin Örgüt Performansına Etkisi: Bir Uygulama., (p. 769). Konya 10 - 12 Mayıs.
  • Liu, C.-M., & Wang, T.-Y. (2017). A study on the effect of service quality on customer loyalty and corporate performance in financial industry. Problems and perspectives in Management, 15(2-2), 355-363.
  • Molaee, M., Ansari, R., & Teimuori, H. (2013). Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran. International Journal of Academic Research in Accounting , Finance and Management S ciences, 3(3), 1-9.
  • Nair, G. (2016). Impact of Service Quality on Business Performance in Hospitality Industries: An empirical study. Journal of Tourism, Hospitality and Sports, 17, 10-28.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Percieved Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model. Human Resource Management, 30(3), 335-364.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and its implications for Future Research. Journal of Marketing, 49, 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3), 201-230.
  • Tzeng, G.-H., & Chang, H.-F. (2011). Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry. Journal of Technology, Management and Innovation, 6(3), 106-115.
  • Wijetunge, W. A. (2016). Service Quality, Competitive Advantage and Business Performance in Service Providing SMEs in Sri Lanka. International Journal of Scientific and Research Publications, 6(7), 720-728.
Toplam 16 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Zuhair Saboun 0000-0002-5009-5701

Yayımlanma Tarihi 4 Temmuz 2023
Gönderilme Tarihi 8 Haziran 2019
Yayımlandığı Sayı Yıl 2023 Cilt: 11 Sayı: 1 - The International New Issues in Social Sciences (tini SoS)

Kaynak Göster

APA Saboun, Z. (2023). The relationship between unlimited improvement and service quality – A research in Libyan hospitals. The International New Issues in Social Sciences, 11(1), 1-22.

The International New Issues in Social Sciences, is international, Scientific, peer-reviewed Journal.
Tini-SOS journal is to evaluate scientific articles in the field of social sciences, especially based on field studies structured in accordance with scientific criteria, and conducts studies to publish studies that provide appropriate measures.