Showing papers by "Chandrasekharan Rajendran published in 2008"
TL;DR: Findings highlight seven distinct dimensions of patient‐perceived TQS and the relationships among them and positive and significant relationships among the dimensions and patient satisfaction have been found.
Abstract: Purpose – This research paper aims to identify dimensions of patient‐perceived total quality service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient‐perceived TQS on patient satisfaction is examined.Design/methodology/approach – A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among patients recently discharged from hospital. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of patient‐perceived quality on patient satisfaction.Findings – Findings highlight seven distinct dimensions of patient‐perceived TQS and the relationships among them. Positive and significant relationships among the dimensions and patient satisfaction have been found.Research limitations/implications – Contribution to research on healthcare services by...
228 citations
TL;DR: In this article, the authors developed and validated scales to measure and benchmark service quality in tourism industry, and the second-order confirmatory factor analysis is employed to validate the instrument, which has been modeled which have significant impact on customer satisfaction separately from those which do not have a significant impact.
Abstract: Purpose – The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry.Design/methodology/approach – The second‐order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which have significant impact on customer satisfaction (CS) separately from those which do not have a significant impact.Findings – Hospitality, food, logistics, security, and value for money have significant impact on satisfaction, while amenities, core‐tourism experience, hygiene, fairness of price, information centers, culture, distractions, personal information, and pubs do not have a significant impact.Research limitations/implications – The above pattern may be different in a different destination, and in a different context. However, a major implication of the current findings is that a destination need not have natural cutting edges to be developed as a tourist destination. A destination with good logistics and assuran...
102 citations
TL;DR: Findings highlight 14 distinct dimensions of provider‐perceived TQM and the relationships among them and positive and significant relationships among the dimensions and hospital performance have been found.
Abstract: Purpose – The purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance is examined.Design/methodology/approach – A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among medical professionals. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of provider‐perceived TQM on hospital performance.Findings – Findings highlight 14 distinct dimensions of provider‐perceived TQM and the relationships among them. Positive and significant relationships among the dimensions and hospital performance have been found.Research limitations/implications – Contribution to research on healthcare quality by the...
79 citations
TL;DR: In this article, the authors identified the critical factors (CFs) of ISO 14000 certification, and analyzed the levels of and changes in these CFs and the indicators of organizational performance (IOPs) in relation to firm attributes.
Abstract: Purpose – The purpose of this paper is to identify the critical factors (CFs) of ISO 14000; to determine if ISO 14000 certification results in improved organizational performance; and to analyze the levels of and changes in these CFs and levels of and changes in the indicators of organizational performance (IOPs) in relation to firm attributes considered in the present study.Design/methodology/approach – The study employs questionnaire‐survey approach to obtain the practitioners' perceptions of ISO 14000 certification, levels of presence of CFs and changes in CFs due to certification, levels of presence of IOPs and changes in IOPs due to certification. The data collected have been analyzed by using statistical techniques.Findings – The firms regard the preparation for emergencies as an integral part of environmental management system (EMS), and they seem to initially struggle to identify environmental issues that are to be given higher importance. Further, the certified firms find it difficult to continuo...
56 citations
TL;DR: In this article, the authors considered the case in which a supply chain distributes multiple products and showed that substitutability among products generally reduces the value of information sharing and that the reduction is increasing in the degree of substitution.
Abstract: The extant literature on the value of information sharing within a supply chain has investigated only the case in which the supply chain manufactures and distributes a single product to customers. In this paper, the case in which a supply chain distributes multiple products is considered. These products may also be substitutable in the sense that a consumer may be willing to buy an alternate product when the customer's preferred product is out of stock. It is shown that substitutability among products generally reduces the value of information sharing and that the reduction is increasing in the degree of substitution. This result occurs because of two reasons. First, the demand-pooling effect of substitution reduces demand variance, and the reduction in demand variance because of substitution is higher when the degree of substitution is higher. Second, substitution increases the base level profit when information is not shared. The reduction in the value of information sharing because of substitutability ...
53 citations
TL;DR: In this paper, the authors explored the critical factors of ISO 9001:2000 and investigated the effect of ISO certification on organizational performance, as perceived by the management, and also analyzed the relationship between the firm attributes and critical factors.
Abstract: This study explores the critical factors of ISO 9001:2000 and investigates the effect of ISO certification on organizational performance, as perceived by the management. In order to gain more insight into the investigation, the study also analyses the relationship between the firm attributes and the critical factors, as well as the relationship between firm attributes and the indicators of organizational performance.
43 citations
TL;DR: It has been found that most of the firms find it easier to set standards than to improve further, and firms must strive to continuously improve in order to gain financially from CMM implementation.
Abstract: The operating elements of various levels of the capability maturity model (CMM) and indicators of organizational performance (IOPs) in the Indian software industry are examined. The levels of CMM act as critical factors (CFs) which are the input variab..
25 citations
TL;DR: In this paper, an Ant Colony Optimization (ACO) algorithm was proposed to obtain machinecells and part-families in cellular manufacturing systems with the objective of maximising the grouping efficacy.
Abstract: In this paper, we consider the problem of cell-formation in cellular manufacturing systems with the objective of maximising the grouping efficacy. We propose an Ant-Colony Optimisation (ACO) algorithm to obtain machine-cells and part-families. The Proposed ACO (PACO) algorithm is tested by using many benchmark data sets. The grouping efficacy obtained by the PACO algorithm for a given benchmark problem instance is compared with the grouping efficacies obtained by the existing approaches. The comparison shows that the PACO performs very well in maximising the grouping efficacy. [Received: 2 May 2007; Revised: 1 November 2007; Accepted: 3 December 2007]
18 citations
TL;DR: In this article, the authors identify the various critical factors and operating elements of supply chain management and develop a valid and reliable instrument in order to cover the aspects of SCM in India from the perspective of the retailer.
Abstract: Retailers offer choice, immediacy, different price points and an ambience that influences consumption. The win-win scenario is where manufacturers and retailers work together to create highly satisfying experiences for the consumer. The present work identifies the various critical factors and operating elements of Supply Chain Management (SCM) and develops a valid and reliable instrument in order to cover the aspects of SCM in India from the perspective of the retailer. In this paper, from the retailer's perspective, the relationship between the factors of SCM and the measures of performance is investigated in a moderated environment. The results indicate that the moderator (supply chain orientation) has a significant and positive effect on the relationship between the factors of SCM and the performance variable of the retailers.
10 citations
12 Aug 2008
TL;DR: A framework to conceptualize and measure hospital service quality in Indian hospitals, from patientspsila perspective is proposed to enable hospital managers understand how patients evaluate the quality of care provided and aid them to allocate resources to various aspects of healthcare.
Abstract: The increasing purchasing power of Indian customers and the significant growth in the industry have led to stiff Indian competition in the Indian healthcare sector. It has become vital for the healthcare providers to deliver and sustain quality practices in order to get established in the global health scenario. The main objective of the paper is to determine the dimensions of service quality in Indian hospitals, from patientspsila perspective. Based on the existing models and the literature on healthcare services, the authors have proposed a framework to conceptualize and measure hospital service quality. This would enable hospital managers understand how patients evaluate the quality of care provided and aid them to allocate resources to various aspects of healthcare, considered to be important by the patients. A questionnaire has been developed for measuring the dimensions of hospital service quality and is being validated. The current work could be extended to determine the link between various aspects of hospital services and patient satisfaction.
3 citations