International Journal of Quality & Reliability Management最新文献

{"title":"Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications","authors":"Seyedeh Fatemeh Kalantarzadeh Tezerjany","doi":"10.1108/ijqrm-11-2022-0341","DOIUrl":"https://doi.org/10.1108/ijqrm-11-2022-0341","url":null,"abstract":"Purpose The primary intent of this study was to assess the influence of novelty-seeking on the satisfaction of consumers. The investigation concentrated on Malaysian consumers who have experience using online food delivery (OFD) applications. Design/methodology/approach To perform the research, non-probability and convenience sampling methods were enforced to gather the required data. An online questionnaire in the form of a Google Survey was conducted in Kuala Lumpur, Malaysia. Upon completion of the survey, the results were analyzed using SPSS software. Both the Service Quality (SERVQUAL) model and expectation disconfirmation theory (EDT) were exploited to shed light on the impact of consumer satisfaction. Findings Analysis of responses from the 250 participants unveiled that novelty-seeking positively influences consumer satisfaction. The finding depicted that reliability and responsiveness have the most positive impact on consumer satisfaction whereas tangibility has no effect on the satisfaction of consumers by using OFD applications. Research limitations/implications This study had three main limitations: first, the limitations on access to the participants during the pandemic; second, combining quantitative and qualitative methods to obtain more accurate results; third, the study was limited to the context of Kuala Lumpur, Malaysia. Practical implications The conclusions brought to the fore that OFD marketers should provide appropriate service quality while concentrating on novelty and well-designed apps to surge consumer satisfaction. Originality/value OFD apps have facilitated customers' access to various meals and helped food vendors survive in the competitive marketplace. A new aspect, novelty-seeking, is added to the SERVQUAL dimensions (i.e. empathy, tangibility, reliability, assurance and responsiveness) identified in the literature review.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136227160","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The influence of library service quality, library image, place, personal control and trust on loyalty: the mediating role of perceived service value and satisfaction","authors":"Shahab Alam Malik, Taqdees Fatima, Yong Jia, Hina Pannu","doi":"10.1108/ijqrm-05-2023-0167","DOIUrl":"https://doi.org/10.1108/ijqrm-05-2023-0167","url":null,"abstract":"Purpose One of the organization's main goals is to maintain their customers' loyalty, as this can give them a competitive advantage. Therefore, this study is intended to look into the impact of library service quality using LibQUAL + TM dimensions (library service effect, personal control and library as a place), library image and trust on users’ loyalty with the mediating effect of perceived service value and satisfaction. Design/methodology/approach Data for hypotheses testing were gathered from Minhaj University Lahore (MUL), a private sector university's staff, administration and students, using a survey questionnaire. About 500 questionnaires were randomly distributed, and 407 were utilized as the final sample for analysis. Structural equation modelling (SEM), using SmartPLS 4 and SPSS 25, were used to analyze the empirical data. Findings First, research reveals that library image, users’ trust, library service effect and personal control significantly influence user satisfaction. Second, the library as a place and personal control are not a significant indicator of perceived service value. Third, perceived service value and satisfaction have a direct positive relationship with users' loyalty. Fourth, trust and library service effect is indirectly related to loyalty via perceived service value. Fifth, satisfaction does not mediate the relationship between library as a place and loyalty. Practical implications Customer satisfaction must be guaranteed by library administration if it hopes to win users’ loyalty. In light of the fact that a variety of factors can affect customer satisfaction, their perception and loyalty, library management should enhance not just the quality of library services along with other factors such as library image and users’ trust. Originality/value The study examined the independent impact of library image and users’ trust on satisfaction, perceived service value and users’ loyalty, which, within the framework of the library, has never been addressed in literature.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136318659","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The impact of quality on health-insurance users' satisfaction in Saudi Arabia: the mediating role of brand image and utilitarian value","authors":"Safinaz Hassan Abourokbah, Khalid Sami Husain","doi":"10.1108/ijqrm-07-2022-0209","DOIUrl":"https://doi.org/10.1108/ijqrm-07-2022-0209","url":null,"abstract":"Purpose This study assesses the quality of health-insurance services and their impact on customer satisfaction, examining the mediating role of utilitarian value and brand image in this relationship. Design/methodology/approach Survey data were collected from 345 health-insurance companies' customers selected through convenience sampling and were analyzed using SmartPLS. Findings Service quality statistically significantly influences customer satisfaction with health insurance in Saudi Arabia, whereas brand image and utilitarian value partially mediate this relationship. The structural path between service quality and brand image was statistically significant and positive. The utilitarian dimension positively affects customer satisfaction and service quality. Practical implications This study is significant to the management, as it provides insight into the expectations of health-insurance users. The focus is to gain a competitive advantage by improving customer service and brand image. Originality/value This investigation contributes to the field by exploring the mediating role of utilitarian value and brand image in the relationship between health-insurance quality and customer satisfaction based on the information provided by insurance policyholders in Saudi Arabia.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135113745","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Proposal of a facilitating methodology for fuzzy FMEA implementation with application in process risk analysis in the aeronautical sector","authors":"Bianca Arcifa de Resende, Franco Giuseppe Dedini, Jony Javorsky Eckert, Tiago F.A.C. Sigahi, Jefferson de Souza Pinto, Rosley Anholon","doi":"10.1108/ijqrm-07-2023-0237","DOIUrl":"https://doi.org/10.1108/ijqrm-07-2023-0237","url":null,"abstract":"Purpose This study aims to propose a facilitating methodology for the application of Fuzzy FMEA (Failure Mode and Effect Analysis), comparing the traditional approach with fuzzy variations, supported by a case application in the aeronautical sector. Design/methodology/approach Based on experts' opinions in risk analysis within the aeronautical sector, rules governing the relationship between severity, occurrence, detection and risk factor were defined. This served as input for developing a fuzzyfied FMEA tool using the Matlab Fuzzy Logic Toolbox. The tool was applied to the sealing process in a company within the aeronautical sector, using triangular and trapezoidal membership functions, and the results were compared with the traditional FMEA approach. Findings The results of the comparative application of traditional FMEA and fuzzyfied FMEA using triangular and trapezoidal functions have yielded valuable insights into risk analysis. The findings indicated that fuzzyfied FMEA maintained coherence with the traditional analysis in identifying higher-risk effects, aligning with the prioritization of critical failure modes. Additionally, fuzzyfied FMEA allowed for a more refined prioritization by accounting for variations in each variable through fuzzy rules, thereby improving the accuracy of risk analysis and providing a more realistic representation of potential hazards. The application of the developed fuzzyfied FMEA approach showed promise in enhancing risk assessment in the aeronautical sector by considering uncertainties and offering a more detailed and context-specific analysis compared to conventional FMEA. Practical implications This study emphasizes the potential of fuzzyfied FMEA in enhancing risk assessment by accurately identifying critical failure modes and providing a more realistic representation of potential hazards. The application case reveals that the proposed tool can be integrated with expert knowledge to improve decision-making processes and risk mitigation strategies within the aeronautical industry. Due to its straightforward approach, this facilitating methodology could also prove beneficial in other industrial sectors. Originality/value This paper presents the development and application of a facilitating methodology for implementing Fuzzy FMEA, comparing it with the traditional approach and incorporating variations using triangular and trapezoidal functions. This proposed methodology uses the Toolbox Fuzzy Logic of Matlab to create a fuzzyfied FMEA tool, enabling a more nuanced and context-specific risk analysis by considering uncertainties.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135274242","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Critical failure factors for Quality 4.0: an exploratory qualitative study","authors":"Jiju Antony, Arshia Kaul, Shreeranga Bhat, Michael Sony, Vasundhara Kaul, Maryam Zulfiqar, Olivia McDermott","doi":"10.1108/ijqrm-07-2023-0240","DOIUrl":"https://doi.org/10.1108/ijqrm-07-2023-0240","url":null,"abstract":"Purpose This study aims to investigate the adoption of Quality 4.0 (Q4.0) and assess the critical failure factors (CFFs) for its implementation and how its failure is measured. Design/methodology/approach A qualitative study based on in-depth interviews with quality managers and executives was conducted to establish the CFFs for Q4.0. Findings The significant CFFs highlighted were resistance to change and a lack of understanding of the concept of Q4.0. There was also a complete lack of access to or availability of training around Q4.0. Research limitations/implications The study enhances the body of literature on Q4.0 and is one of the first research studies to provide insight into the CFFs of Q4.0. Practical implications Based on the discussions with experts in the area of quality in various large and small organizations, one can understand the types of Q4.0 initiatives and the CFFs of Q4.0. By identifying the CFFs, one can establish the steps for improvements for organizations worldwide if they want to implement Q4.0 in the future on the competitive global stage. Originality/value The concept of Q4.0 is at the very nascent stage, and thus, the CFFs have not been found in the extant literature. As a result, the article aids businesses in understanding possible problems that might derail their Q4.0 activities.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135963289","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Lean Six Sigma and quality performance in Italian public and private hospitals: a gender perspective","authors":"Maria Vincenza Ciasullo, Alexander Douglas, Emilia Romeo, Nicola Capolupo","doi":"10.1108/ijqrm-03-2023-0099","DOIUrl":"https://doi.org/10.1108/ijqrm-03-2023-0099","url":null,"abstract":"Purpose Lean Six Sigma in public and private healthcare organisations has received considerable attention over the last decade. Nevertheless, such process improvement methodologies are not generalizable, and their effective implementation relies on contextual variables. The purpose of this study is to explore the readiness of Italian hospitals for Lean Six Sigma and Quality Performance Improvement (LSS&QPI), with a focus on gender differences. Design/methodology/approach A survey comprising 441 healthcare professionals from public and private hospitals was conducted. Multivariate analysis of variance was used to determine the mean scores on the LSS&QPI dimensions based on hospital type, gender and their interaction. Findings The results showed that public healthcare professional are more aware of quality performance improvement initiatives than private healthcare professionals. Moreover, gender differences emerged according to the type of hospital, with higher awareness for men than women in public hospitals, whereas for private hospitals the opposite was true. Research limitations/implications This study contributes to the Lean Six Sigma literature by focusing on the holistic assessment of LSS&QPI implementation. Practical implications This study informs healthcare managers about the revolution within healthcare organisations, especially public ones. Healthcare managers should spend time understanding Lean Six Sigma as a strategic orientation to promote the “lean hospital”, improving processes and fostering patient-centredness. Originality/value This is a preliminary study focussing on analysing inter-relationship between perceived importance of soft readiness factors such as gender dynamics as a missing jigsaw in the current literature. In addition, the research advances a holistic assessment of LSS&QPI, which sets it apart from the studies on single initiatives that have been documented to date.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-10-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134948252","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Quality management research in Arab countries: current status and future directions","authors":"Darwish Abdulrahman Yousef","doi":"10.1108/ijqrm-10-2022-0294","DOIUrl":"https://doi.org/10.1108/ijqrm-10-2022-0294","url":null,"abstract":"Purpose This study aims to review the current status of quality management (QM) research in Arab countries between 2001 and 2020. Design/methodology/approach The study adopted the content analysis methodology, searching through various databases and search engines for relevant publications using several keywords. The selected publications were classified according to several criteria and the obtained results were presented in the form of frequencies and percentages. Findings Most research publications regarding QM were journal articles. The number of publications has steadily increased between 2001 and 2020. Moreover, QM research largely uses the quantitative research design. Questionnaire surveys are widely used as a data collection method; basic statistical analysis techniques are commonly employed to analyze the data. There is a tendency toward empirical research versus conceptual research. A few journal articles were published in reputed peer-reviewed international journals with low citation. Overall, Arab scholars research on QM and related topics over the past two decades is not significant for the field considering the number of published papers, citations and the papers published in reputed peer-reviewed international journals. Research limitations/implications This study has several limitations. First, it does not cover non-English information sources due to the overall lack of Arabic publication databases. Second, it uses a limited number of criteria to classify the selected publications. Third, it adopts the content analysis methodology to classify the selected publications. This method has several limitations, which may negatively affect the results. Nevertheless, the study offers several implications for research scholars, educators and practitioners. Originality/value This is the first study to attempt a comprehensive overview of the state of research on QM in Arab countries between 2001 and 2020 using the content analysis methodology.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135132914","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A hybrid integrated multi-criteria decision-making approach for risk assessment: a study of automotive parts industry","authors":"Ammar Chakhrit, Mohammed Bougofa, Islam Hadj Mohamed Guetarni, Abderraouf Bouafia, Rabeh Kharzi, Naima Nehal, Mohammed Chennoufi","doi":"10.1108/ijqrm-01-2023-0010","DOIUrl":"https://doi.org/10.1108/ijqrm-01-2023-0010","url":null,"abstract":"Purpose This paper aims to enable the analysts of reliability and safety systems to evaluate the risk and prioritize failure modes ideally to prefer measures for reducing the risk of undesired events. Design/methodology/approach To address the constraints considered in the conventional failure mode and effects analysis (FMEA) method for criticality assessment, the authors propose a new hybrid model combining different multi-criteria decision-making (MCDM) methods. The analytical hierarchy process (AHP) is used to construct a criticality matrix and calculate the weights of different criteria based on five criticalities: personnel, equipment, time, cost and quality. In addition, a preference ranking organization method for enrichment evaluation (PROMETHEE) method is used to improve the prioritization of the failure modes. A comparative work in which the robust data envelopment analysis (RDEA)-FMEA approach was used to evaluate the validity and effectiveness of the suggested approach and simplify the comparative analysis. Findings This work aims to highlight the real case study of the automotive parts industry. Using this analysis enables assessing the risk efficiently and gives an alternative ranking to that acquired by the traditional FMEA method. The obtained findings offer that combining of two multi-criteria decision approaches and integrating their outcomes allow for instilling confidence in decision-makers concerning the risk assessment and the ranking of the different failure modes. Originality/value This research gives encouraging outcomes concerning the risk assessment and failure modes ranking in order to reduce the frequency of occurrence and gravity of the undesired events by handling different forms of uncertainty and divergent judgments of experts.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135344098","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"An optimal organizational excellence model for the public sector","authors":"Mohammad Hossein Rahmati, Mohammad Reza Jalilvand","doi":"10.1108/ijqrm-03-2023-0098","DOIUrl":"https://doi.org/10.1108/ijqrm-03-2023-0098","url":null,"abstract":"Purpose Current models of organizational excellence are appropriate for the private organizations. It is evident that if an appropriate model is not adopted, the process of excellence in the organizations fails and some dimensions of the organization get affected by unpredictable damages. This research aims to identify an appropriate excellence model for public organizations. Design/methodology/approach First, a comprehensive literature review was conducted to identify the excellence criteria and models. Second, the models were through an expert-oriented questionnaire, analyzed by the analytical hierarchy process (AHP) technique. Participants were experts in the two domains of excellence models and public sector management. A sample of 15 experts was selected using purposive sampling. In order to emphasize on reliability, 10 questionnaires were adopted for analysis. Findings The findings showed that the European Foundation for Quality Management (EFQM) model is the most appropriate model for excellence measurement in the public organizations based on the five selected indices. Originality/value The identification of a model for measuring organizational excellence for public sector can significantly contribute to existing literature on excellence measurement.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135011544","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Investigation of system transient availability under imperfect maintenance","authors":"Suzan Alaswad, Sinan Salman","doi":"10.1108/ijqrm-06-2022-0174","DOIUrl":"https://doi.org/10.1108/ijqrm-06-2022-0174","url":null,"abstract":"Purpose While steady-state analysis is useful, it does not consider the inherent transient characteristics of repairable systems' behavior, especially in systems that have relatively short life spans, or when their transient behavior is of special concern such as the motivating example used in this paper, military systems. Therefore, a maintenance policy that considers both transient and steady-state availability and aims to achieve the best trade-off between high steady-state availability and rapid stabilization is essential. Design/methodology/approach This paper studies the transient behavior of system availability under the Kijima Type II virtual age model. While such systems achieve steady-state availability, and it has been proved that deploying preventive maintenance (PM) can significantly improve its steady-state availability, this improvement often comes at the price of longer and increased fluctuating transient behavior, which affects overall system performance. The authors present a methodology that identifies the optimal PM policy that achieves the best trade-off between high steady-state availability and rapid stabilization based on cost-availability analysis. Findings When the proposed simulation-based optimization and cost analysis methodology is applied to the motivating example, it produces an optimal PM policy that achieves an availability–variability balance between transient and steady-state system behaviors. The optimal PM policy produces a notably lower availability coefficient of variation (by 11.5%), while at the same time suffering a negligible limiting availability loss of only 0.3%. The new optimal PM policy also provides cost savings of about 5% in total maintenance cost. The performed sensitivity analysis shows that the system's optimal maintenance cost is sensitive to the repair time, the shape parameter of the Weibull distribution and the downtime cost, but is robust with respect to changes in the remaining parameters. Originality/value Most of the current maintenance models emphasize the steady-state behavior of availability and neglect its transient behavior. For some systems, using steady-state availability as the sole metric for performance is not adequate, especially in systems that have relatively short life spans or when their transient behavior affects the overall performance. However, little work has been done on the transient analysis of such systems. In this paper, the authors aim to fill this gap by emphasizing such systems and applications where transient behavior is of critical importance to efficiently optimize system performance. The authors use military systems as a motivating example.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135354195","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}