Evaluating occupational health and safety service quality by SERVQUAL: a field survey study

Demir, Pelin; Gül, Muhammet; Güneri, Ali Fuat

doi:10.1080/14783363.2018.1433029

Cited by 17 publications

(6 citation statements)

References 11 publications

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“…Saadon et al (2015) carried out a study integrating the Kano model and Servqual to improve training opportunities in OH&S. Up till now, no other study has been found related to service quality dimensions of employee's point of view. In Turkey, Demir et al (2018) used the Servqual method to determine the quality of OH&S services. However, this survey was conducted with a questionnaire applied to the occupational safety experts, not the workers.…”

Section: Literature Reviewmentioning

confidence: 99%

Measuring Quality of Preventive Health and Safety Services

Yılmaz¹

2022

EPPM-Journal

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In this research, the Servperf method is used to analyze the quality of health and safety services. The main purpose of this article is to determine the quality level of preventive health and safety services provided in the workplaces within the framework of the perception of the employees who benefit from these services. The questionnaire prepared in accordance with the Servperf method was applied to 412 employees working in various sectors, and the results were classified according to age, gender, education level, sector, and the way of providing (internal & external) services. Descriptive statistics were used in the evaluation of results. The total perceived Servperf score of the health and safety services was 2.84, medium level. As the age and education level of the employees increases, the satisfaction level and Servperf scores of the service quality decrease. The satisfaction score of the construction workers is significantly lower than the other sectors. Satisfaction levels of employees in the workplaces where services are provided internally are higher than those of the workplaces offering external sources. Despite legal regulations related to preventive health and safety services, accidents have not decreased in Turkey. The quality of the service provided by external health and safety units is significantly low. Competition arising from the marketization of occupational health and safety services reduces the quality of the service provided. For these reasons, the number of research aimed at determining the quality of these services should be increased both in Turkey and in the world.

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Section: Literature Reviewmentioning

confidence: 99%

Measuring Quality of Preventive Health and Safety Services

Yılmaz¹

2022

EPPM-Journal

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“…It has been used in various fields, such as healthcare, retail, banking, information systems, transportation systems, etc., for a long time [55]- [60]. Demir et al exploit SERVQUAL when evaluating the quality of occupational health and safety systems [61]. The quality of service provided at commercial ports associated with customer satisfaction is analyzed using SERVQUAL [62].…”

Section: Service Quality Evaluationmentioning

confidence: 99%

Development of an Interpretable Maritime Accident Prediction System Using Machine Learning Techniques

Kim

Lim

2022

IEEE Access

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Every year, maritime accidents cause severe damages not only to humans but also to maritime instruments like vessels. The authors of this work therefore propose a machine learning-based maritime accident prediction system that can be used to prevent maritime accidents from happening by predicting and interpreting the accidents. This work overcomes the limitations of the existing works that lack practicability in the sense that the ex-post analyses are conducted to suggest accident prevention strategies but maritime accidents are not analyzed holistically. Using extensive literature reviews and expert interviews, a large number of risk factors associated with maritime accidents are identified, and related data are collected and utilized in the work. Throughout variable selection, data retrieval, hot-spot identification, and the maritime accident prediction model construction process, various machine learning algorithms are exploited in order to construct an organized system. In addition, interpretations for the resulting accident predictions are given using interpretable machine learning algorithms so as to provide explainable results to users. Finally, the proposed system is evaluated using a SERVQUAL model and proves its effectiveness in real-world applications.INDEX TERMS Maritime accident, ocean engineering, accident prediction, interpretable machine learning.

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“…Entre los métodos existentes, la escala SERVQUAL ha sido ampliamente aceptada y utilizada en numerosos contextos, demostrando así que puede ser una herramienta eficaz y adecuada para medir la calidad del servicio en las distintas industrias [36]. Este enfoque considera un análisis de encuesta basado en la evaluación de la calidad del servicio percibida y esperada por parte de los clientes [37]. Esta escala se basa en cuestionarios aplicados de manera directa a los usuarios, incorporando aspectos cuantitativos y cualitativos agrupados en cinco dimensiones, lo que da un total de 22 declaraciones que intentan recolectar las expectativas de un excelente servicio y las percepciones sobre las mismas dimensiones de los servicios recibidos.…”

Section: Marco Teóricounclassified

Medición de calidad de servicio mediante el modelo SERVQUAL: el caso del Juzgado de Garantía de la ciudad de Puerto Montt - Chile

Ganga-Contreras

Henríquez

Pedraja-Rejas

2019

Ingeniare. Rev. chil. ing.

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Este artículo considera la creciente relevancia que ha tomado el tema de la calidad como un imperativo estratégico para asegurar la viabilidad y el éxito organizacional, por esto su propósito central es presentar los resultados de la calidad del servicio medido en el Juzgado de Garantía de la ciudad de Puerto Montt a través del modelo SERVQUAL. Para tal efecto, se construyó un cuestionario que recogió 16 indicadores que representan las cinco dimensiones señaladas por Parasuraman, Zeithaml y Berry, medidos en una escala Likert de 5 puntos, el cual fue aplicado a personas mayores de 18 años que se encontraban como usuarios del Juzgado de Garantía en las fechas de diciembre del 2013 y junio del 2018. Los niveles de expectativas más elevados se encontraron en las dimensiones: confiabilidad, seguridad y aspectos tangibles, mientras que aquellas percibidas como de mejor calidad fueron empatía y aspectos tangibles. En general, los niveles de calidad del servicio se mostraron desfavorables o negativos debido principalmente a que no fueron superadas las expectativas del usuario por sus percepciones. Esta información es valiosa ya que puede ser utilizada por la organización para mejorar aquellos atributos de mayor relevancia para los usuarios.

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Evaluating occupational health and safety service quality by SERVQUAL: a field survey study

Cited by 17 publications

References 11 publications

Measuring Quality of Preventive Health and Safety Services

Measuring Quality of Preventive Health and Safety Services

Development of an Interpretable Maritime Accident Prediction System Using Machine Learning Techniques

Medición de calidad de servicio mediante el modelo SERVQUAL: el caso del Juzgado de Garantía de la ciudad de Puerto Montt - Chile

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