Naveed Ahmed

Bio: Naveed Ahmed is an academic researcher from University of Central Punjab. The author has contributed to research in topics: Medicine & Microbiology. The author has an hindex of 4, co-authored 15 publications receiving 166 citations.

Does service quality affect students' performance? Evidence from institutes of higher learning

Abstract: Service quality is widely used and experimented in various sectors. Five dimensions of service quality are the dimensions that can be applied in every sector whether manufacturing or services sector. This paper is also aimed to see impact of service quality on satisfaction and motivation of students. Finally importance of satisfaction and motivation is also searched for performance of students. This paper is useful to see the importance of service quality to satisfy customers. SERVQUAL model of service quality given by Parasuraman et al. (1988) is used. It contains five dimensions tangible, reliability, responsiveness, assurance and empathy. Findings show significance of relationship between dimensions of service quality that is, tangibles, assurance and empathy with satisfaction while tangible, responsiveness and assurance are significantly related with student motivation. Finally looking, at the performance aspect of students academic career it has been observed that both student’s satisfaction and motivation are important for better performance of students. Key words: Service quality, educational sector, students, motivation, satisfaction, performance.

A mediation of customer satisfaction relationship between service quality and repurchase intentions for the telecom sector in Pakistan: A case study of university students

Abstract: Organizations always look forward to long lasting success. For long lasting benefits and greater returns, organizations continuously try to satisfy their customers in order to retain them and get their future repurchase intentions. Future repurchase intentions of customers are outcomes of various organizational efforts. As such, one of the most important determinants of customer repurchase intentions discussed by researchers is offering, competitively, the best service quality to customers. All organizations offer the best possible service to their customers in order to retain them and create positive repurchase intentions in the future. This study aims to study the impact of service quality on customer repurchase intentions. Satisfaction is a variable which is an outcome of better service quality, and in return, it gives customers the zeal to stay with the service provider and creates greater repurchase intentions for the customers. So, satisfaction is considered as a mediating variable in the study. The study is conducted in the telecom sector (only cellular companies) of Pakistan. Service quality is measured using Parasuraman et al. (1988) SERVQUAL model containing 5 dimensions of service quality (tangibles, responsiveness, empathy, assurance and reliability). Nonetheless, the relationship of service quality with customer repurchase intentions is also studied. The data were collected from 331 young mobile users, and as such, correlation and regression analysis were used to analyze the data. However, results and discussion are presented. Key words: Service quality, mediating variable, satisfaction, customer repurchase intentions, telecom sector, cellular companies.

Evaluation of Bi-Lateral Co-Infections and Antibiotic Resistance Rates among COVID-19 Patients

Abstract: In addition to the pathogenesis of SARS-CoV-2, bacterial co-infection plays an essential role in the incidence and progression of SARS-CoV-2 infections by increasing the severity of infection, as well as increasing disease symptoms, death rate and antimicrobial resistance (AMR). The current study was conducted in a tertiary-care hospital in Lahore, Pakistan, among hospitalized COVID-19 patients to see the prevalence of bacterial co-infections and the AMR rates among different isolated bacteria. Clinical samples for the laboratory diagnosis were collected from 1165 hospitalized COVID-19 patients, of which 423 were found to be positive for various bacterial infections. Most of the isolated bacteria were Gram-negative rods (n = 366), followed by Gram-positive cocci (n = 57). A significant association (p < 0.05) was noted between the hospitalized COVID-19 patients and bacterial co-infections. Staphylococcus aureus (S. aureus) showed high resistance against tetracycline (61.7%), Streptococcus pyogenes against penicillin (100%), E. coli against Amp-clavulanic acid (88.72%), Klebsiella pneumoniae against ampicillin (100%), and Pseudomonas aeruginosa against ciprofloxacin (75.40%). Acinetobacter baumannii was 100% resistant to the majority of tested antibiotics. The prevalence of methicillin-resistant S. aureus (MRSA) was 14.7%. The topmost symptoms of >50% of COVID-19 patients were fever, fatigue, dyspnea and chest pain with a significant association (p < 0.05) in bacterial co-infected patients. The current study results showed a comparatively high prevalence of AMR, which may become a severe health-related issue in the future. Therefore, strict compliance of antibiotic usage and employment of antibiotic stewardship programs at every public or private institutional level are recommended.

Determinants of the Satisfaction and Repurchase Intentions of Users of Short Messenger Services (SMAS): A Study in the Telecom Sector of Pakistan

Abstract: Survival and growth are the prime purposes of businesses. Companies are required to provide better quality services, so that they can meet their objectives. From this starting point, the present study examines the quality of service provided by telecom (cellular) companies in Pakistan, and its effect on the level of satisfaction and the intentions of customers to stay with the same telecom company. Specifically, we examine customer attitudes toward the Short Messaging Service (SMS) provided by these telecoms companies using the SERVQUAL model by Parsurman et al. (1988). Respondents of the study were 331 university students using SMS provided who completed a specially-developed customer questionnaire. Findings suggest that there is positive relationship between elements of service quality and both customer satisfaction and repurchase intentions, except for the element of empathy which was found to have a negative relationship with satisfaction and repurchase intentions of customers. Findings also indicate a positive relationship between user satisfaction and their repurchase intentions. Implications of the results for telecom companies are discussed. Introduction To become a market leader is dream of every organization. Firms need to be competitive in order to realize their dreams. Organizations use various strategies that bring higher returns and positive changes. While implementing these strategies customers are said to be the most valuable element for success. Now organizations try to retain their existing customers as compared to creating new ones as it takes less cost and effort. Retaining customers is important for all sectors of economies, whether manufacturing or services. Telecom sector is one of the mostly technologically developed sectors of the economy of Pakistan. Telecom sector is said to be one of the most developed sectors of Pakistan economy; as it has witnessed great amount of investment in recent past. The number of subscribers with in period of 1 996 to 2009 increased from 68,000 to 95 million in 2009 shows the level of growth in the sector (PTA). Cellular growth time lasts for five years in Pakistan i.e. (2003-2008), it broke all world records of covering network. As Valdecantos (2009) found that cellular companies of Pakistan have experienced 100% growth rate for many years. Now the existing firms are facing stiff competition due to saturation in market, so creation of new customers is quite difficult, so retention of customers (repurchase intentions) is the best policy. This gro\vth and finally saturation has attracted researchers, academicians, and business community. Numerous studies have been conducted in various parts of the world to study telecom sector from various perspectives ranging from engineering to business and marketing perspectives. Numbers of researcher have linked satisfaction and repurchase intentions with improved financial performance e.g. Reichheld and Sasser, (1990); Fornell and Wernerfelt, (1987). Steenkamp (1 989) discussed that in order to increase market share firms must retain their customers. Provision of better services is one of the major tools used to retain customers. Considering all the issues of importance this study is structured to judge the effect of quality of service on satisfaction and repurchase intentions of customers in the cellular companies of Pakistan. To simplify and make the topic researchable one dimensions of the service quality SMS (Short Messaging Service) is taken for the study. Previous Literature Quality is said to be an overall experience which customers' perceive by product interaction or interaction with service. Parasuraman et al. (1988), has defined quality which is based on judgment. "Service quality has been described as a form of attitude, related but not equivalent to satisfaction that results from the comparison of expectations with performance" (Shepherd, 1999; Cronin Jr. and Taylor, 1992; Bolton & Drew, 1991; and Parasuraman et al. …

The Molecular Characterization of Virulence Determinants and Antibiotic Resistance Patterns in Human Bacterial Uropathogens

Abstract: The high rates of bacterial infections affect the economy worldwide by contributing to the increase in morbidity and treatment costs. The present cross-sectional study was carried out to evaluate the prevalence of bacterial infection in urinary tract infection (UTI) patients and to evaluate the antimicrobial resistance rate (AMR) in a Tertiary Care Hospital in Lahore, Pakistan. The study was conducted for the period of one year from January 2020 to December 2020. A total of 1899 different clinical samples were collected and examined for bacterial cultures using standard procedures. Samples were inoculated on different culture media to isolate bacterial isolates and for identification and susceptibility testing. A total of 1107/1899 clinical samples were positive for Staphylococcus aureus (S. aureus), Pseudomonas aeruginosa (P. aeruginosa), Escherichia coli (E. coli) and other bacterial isolates. Methicillin-resistant S. aureus (MRSA) prevalence was 16.93% from these positive cases. MRSA strains were found to be highly resistant to amikacin, clindamycin, fusidic acid, gentamicin and tobramycin, while highest sensitivity was noted against vancomycin (100%) and linezolid (100%). MRSA and high rates of multidrug resistance (MDR) pose a serious therapeutic burden to critically ill patients. A systematic and concerted effort is essential to rapidly identify high-risk patients and to reduce the burden of AMR.

Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model

Abstract: The aim of this study is to measure the relationship between service quality and customer satisfaction among the customers of Pakistani Islamic banks. This study employed a modified SERVQUAL model by introducing a unique dimension of compliance in the context of service industry. A self-administered questionnaire-based field survey was conducted with the help of modified SERVQUAL dimensions. Data were gathered from 450 walk-in customers of Islamic bank. The sample data were statistically analysed through exploratory factor analysis followed by confirmatory factor analysis (CFA) and structural equation modelling (SEM) analysis to determine the service quality perception and customer satisfaction. Namely, CFA is used in order to test the model validity, while SEM is used for testing the impact of different service quality dimensions on customer satisfaction. Results revealed that the multidimensional service quality scale is positively and significantly associated with the unidimensional scale of customer s...

Green synthesis of metal nanoparticles using microorganisms and their application in the agrifood sector.

Abstract: The agricultural sector is currently facing many global challenges, such as climate change, and environmental problems such as the release of pesticides and fertilizers, which will be exacerbated in the face of population growth and food shortages. Therefore, the need to change traditional farming methods and replace them with new technologies is essential, and the application of nanotechnology, especially green technology offers considerable promise in alleviating these problems. Nanotechnology has led to changes and advances in many technologies and has the potential to transform various fields of the agricultural sector, including biosensors, pesticides, fertilizers, food packaging and other areas of the agricultural industry. Due to their unique properties, nanomaterials are considered as suitable carriers for stabilizing fertilizers and pesticides, as well as facilitating controlled nutrient transfer and increasing crop protection. The production of nanoparticles by physical and chemical methods requires the use of hazardous materials, advanced equipment, and has a negative impact on the environment. Thus, over the last decade, research activities in the context of nanotechnology have shifted towards environmentally friendly and economically viable ‘green’ synthesis to support the increasing use of nanoparticles in various industries. Green synthesis, as part of bio-inspired protocols, provides reliable and sustainable methods for the biosynthesis of nanoparticles by a wide range of microorganisms rather than current synthetic processes. Therefore, this field is developing rapidly and new methods in this field are constantly being invented to improve the properties of nanoparticles. In this review, we consider the latest advances and innovations in the production of metal nanoparticles using green synthesis by different groups of microorganisms and the application of these nanoparticles in various agricultural sectors to achieve food security, improve crop production and reduce the use of pesticides. In addition, the mechanism of synthesis of metal nanoparticles by different microorganisms and their advantages and disadvantages compared to other common methods are presented.

The effects of service quality on student loyalty: the mediating role of student satisfaction

Abstract: Purpose Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term relationships with both current and former students. The purpose of this study is to propose the use of mediation model that links service quality and student loyalty via student satisfaction and test the direct and indirect effects of service quality on student loyalty with the mediation role of student satisfaction. Design/methodology/approach The study used survey research design and collected data from three oldest state universities in the state of Andhra Pradesh in India to find the relationships between service quality, student satisfaction and student loyalty in higher education sector using structural equation modeling. Findings This study tested the proposed research model and proved the mediator role of student satisfaction between service quality and student loyalty. Service quality has been found to be an important input to student satisfaction. The result also shows that while university provides no basis for differentiation among the constructs, age and gender play a major role in determining the different perceptions of students about the constructs investigated. Research limitations/implications The study focuses on student satisfaction, of which service quality is an important antecedent. Identification of other variables, besides service quality, is crucial to contribute to the overall student satisfaction. Similarly, it is just as critical to identify the other elements like value, image or institution reputation which may have direct impact on service loyalty. It would be more precise when the studies also consider the opinion of the students before joining the institute based on word of mouth of passed-out students and after finishing the course. Longitudinal studies to collect predictor and criterion variables before and after the course would be much stronger. Practical implications A clearer understanding of the relationship between service quality, satisfaction and loyalty that helps ensure the management to take better strategies to concentrate and improve the performance is aided by this study. It is interesting to note that the student loyalty is primarily affected by age and gender. This type of analysis helps to identify the target students who have high potential of defection. Social implications Higher education and their respective institutions seek to enhance socio-cultural and economic development to promote active citizenship by inculcating ethical values among students. The Indian higher education institutions are facing enormous issues related to quality in education. The changing nature and need of higher education services and an increase in competitive intensity necessitates higher performance levels in the realm of Indian higher education (universities). These can be achieved through a thorough understanding of the expectations of students and the importance placed by them on aspects found by the study such as teaching, administrative services, support services, hostel facilities, library and lab facilities and internationalization. Originality/value Previous studies have proved the mediation role of satisfaction between service quality and loyalty in marketing literature, but no significant studies have empirically tested the same in higher education sector. The service quality measurement in higher education is complex because of some unique features like customers’ (student) cognitive participation in the service process, the needs of the students being fulfilled by different parties, long-term and continuous services. The study contributes to the existing field of knowledge by providing support for the contention that student satisfaction performs a mediating role in the link between service quality and student loyalty in higher education sector.

Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector

Abstract: Over the last decade, the telecommunication sector of Pakistan has witnessed immense growth and is now catering to almost 100 million subscribers. To make sure that these customers remain loyal, the telecom companies are working to achieve high customer satisfaction through improved service quality, better price and superior brand image. This study particularly looks at all of these aspects and their association with customer satisfaction. Data was collected from educational and business sector of Gujranwala region of Pakistan using stratified random sampling technique. Sample size was 200 and 165 complete questionnaires were received back with response rate of 82.5%. Results of this research are favorable and will help the telecom service providers to shape their products and pricing policies in such a way that they could maximize customer satisfaction and maintain their customers in order to achieve higher market share.