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Managing Swiss Hospitality: how cultural antecedents of innovation and customer-oriented value systems can influence performance in the hotel industry.

Purpose – This paper aims to explore patients' satisfaction with access to treatment in both the public and private healthcare sectors in London.Design/methodology/approach – Qualitative and quantitative methods were employed to determine patients' levels of satisfaction. A semi‐structured face ‐to‐face non‐probability quota sampling and a probability sample drawn from multistage cluster sampling methods were employed.Findings – The results revealed varying access experiences among public and private care users. Public, as opposed to private, healthcare users experience unsatisfactory outcomes in relation to service climate factors (e.g. getting attention from doctors, time taken to get appointments, access to core treatment and opening hours). Overall, while women are more disadvantaged by spatial accessibility to treatment than men, both public and private healthcare users indicate major problems in accessing healthcare despite the myriad intervention strategies aimed at ameliorating the situation in bo...

Measuring service quality and patient satisfaction with access to public and private healthcare delivery

Purpose – This study aims to offers a deeper insight into bank selection of Ghanaian students so as to offer bank managers the opportunity to tailor‐measure programmes aimed at attracting and retaining customers.Design/methodology/approach – The study employed both qualitative and quantitative methods to investigate the problem. The “drop and pick” convenience sampling method adopted resulted in 223 completed questionnaires. The mean ranking and factor analysis methods were employed to identify the major factors that influence the respondent bank selection.Findings – Over all, student customers consider image, attitude and behaviour of staff, core service delivery and technology‐related factors as the major issues that influence consumers' decision to open and maintain an account.Research limitations/implications – The limitation of the study relates to the student population used for the study, which limits the generalisability of the findings. The study, however, contributes to the academic knowledge of...

An analysis of students' knowledge and choice criteria in retail bank selection in sub‐Saharan Africa: The case of Ghana

Purpose – The purpose of this paper is to examine the extent of total quality management (TQM) implementation in Libyan manufacturing companies (LMCs), and its impact on organisational performance (OP). The paper further investigates the impact of TQM implementation on OP, both in the presence or absence, of ISO 9000. Design/methodology/approach – This paper examines the extent of TQM implementation in LMCs, and its impact on OP. The paper further investigates the impact of TQM implementation on OP, both in the presence or absence, of ISO 9000. Findings – The results on the level of TQM implementation in the 56 companies surveyed revealed that Libyan companies are still struggling to embark effectively upon TQM. Data analysis indicated that each TQM element, except supplier quality management, was significantly correlated with at least one of the nine OP improvements. The results of the regression analysis showed that each OP measure was only predicted by one TQM element. However, process management and t...

Experiences of TQM elements on Organisational Performance and future opportunities for a developing country.

Purpose – The purpose of this paper is to assess the impact of managerial competencies on the marketing effectiveness of the organization. While many empirical works have centered on marketing effectiveness, the generalizability of its relationship to managerial competencies in the Nigerian context has been under‐researched.Design/methodology/approach – A 27‐item survey questionnaire was developed and 84 corporate organizations in Nigeria were selected from the 2005 edition of the Nigerian stock exchange gazette as a sample of this study. A hand‐delivered survey was conducted from key informants in the organizations. Returned instruments were analyzed using non‐parametric correlation through the use of the Statistical Package for Social Sciences (SPSS) version 10.Findings – The results of the study reported in this paper validated the earlier instruments and find a strong association between managerial competencies and marketing effectiveness of corporate organizations in the Nigerian context. The main fi...

Managerial competencies and marketing effectiveness in corporate organizations in Nigeria

Purpose – The purpose of this paper is to assess the impact of customer‐focus on the performance of the organisation. While many empirical works have centered on customer‐focus, the generalisability of its impact on performance of the food and beverages organisations in the Nigeria context has been under‐researched.Design/methodology/approach – The paper adopted a triangulation methodology (quantitative and qualitative approach). Data were collected from key informants using a research instrument. Returned instruments were analyzed using non‐parametric correlation through the use of the Statistical Package for Social Sciences (SPSS) version 10.Findings – The paper validated the earlier instruments but did not find any strong association between customer‐focus and business performance in the Nigerian context using the food and beverages organisations for the study. The reasons underlying the weak relationship between customer‐focus and business performance of the food and beverages organizations are govern...

Darego W. Maclayton

Papers

Customer‐focus and business performance: the study of food and beverages organizations in Nigeria