Assessment of Donor Service Quality at National Blood Service Zimbabwe Using Servqual Instrument

Kafere, Chancelar; Garad, Alaa

doi:10.24874/ijqr14.04-04

Cited by 3 publications

(2 citation statements)

References 13 publications

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“…Based on the results, information and communication technology (ICT) technologies were proposed to alleviate such shortcomings. Kafere et al [23] offered better blood services at the Zimbabwe National Blood Service Centre in that employee's code of conduct, compensations, and attitude against work must be improved to convey better services to blood donors. The utilization of the SERVQUAL model might vary across different service sectors.…”

Section: Service Quality Modelsmentioning

confidence: 99%

Automotive Service Quality Investigation Using a Grey-DEMATEL Model

Nguyen¹

2022

Computers, Materials &Amp; Continua

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In today's fast-challenging business environment, automobile manufacturers are required to supply customers with high-quality vehicles at competitive prices. However, existing research on factors influencing service quality lacks a detailed and systematic understanding, and there is no consensus study on causal relationship and measuring the weights of service quality factors in the automotive manufacturing industry. This study provides an integrated technique for evaluating the automotive service quality in the context of VinFast-the Vietnamese leading brand. First, the Grey Theory System (GTS) is utilized to estimate the subjective views of the decision maker (DM) and overcome incomplete and vague decision information. Then, a Decision-Making Trial and Evaluation Laboratory approach integrated with GTS (Grey-DEMATEL) is proposed not only to define the cause-effect factors but also to quantify the causal relationship of proposed criteria, which is based on comprehensive analyses of the current service quality literature and experts' opinions, as well as to capture the criteria weights. The results show that the weights of main criteria can be sorted as follow: Tangibility > Reliability > Assurance > Pricing > Empathy > Responsiveness. Among the proposed sub-criteria, Pricing is the top concern compared to other dimensions, making it a prerequisite for VinFast. The causal relationships of VinFast's service quality are discovered by the Grey-DEMATEL technique. The findings also indicated a rising need for VinFast to focus on Empathy. Furthermore, the proposed model might be used as a decision support tool to contribute to the literature on service quality, provide recommendations for future study, and assist managers in improving service quality more efficiently.

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Section: Service Quality Modelsmentioning

confidence: 99%

Automotive Service Quality Investigation Using a Grey-DEMATEL Model

Nguyen¹

2022

Computers, Materials &Amp; Continua

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“…process and product quality management become factors considered by customers before purchase (Chen et al. 2020;Kafere & Garad. 2020;Othman et al.…”

Section: Introductionmentioning

confidence: 99%

New indicators for commercial technical support development

Reis¹,

Neto²,

Espuny³

et al. 2023

R. G. Secr.

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Quality management has been developing and its application is feasible not only in control rooms and production-related departments. New techniques and control tools have been developed to seek a better level of customer and stakeholder satisfaction. The work in question is a case study of the application of quality control tools, more specifically of two performance indicators, to measure the efficiency of the technical support service to the commercial team provided by a large company in the food industry. The analysis of the data obtained showed that the indicators evaluated were effective in this task and allowed us to see opportunities for improvement in the performance of the service provided. From the results obtained and their analysis it was possible to verify that the proposed indicators are perfectly applicable, providing clear and objective answers, which allows for more precise decision making and focused on the company's objective.

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