Valentina Vasicheva

Assessing quality in higher education: new criteria for evaluating students’ satisfaction

The aim of this research is to present a new quality assurance model (5Qs) and to examine the major factors affecting students’ perception of cumulative satisfaction. The model includes behavioural dimensions of student satisfaction. The factors included in this cumulative summation are technical, functional, infrastructure, interaction and atmosphere of higher education institutions. This study concerns students in higher education institutions in Istanbul Turkey. The questionnaire contains a total of 39 items (attributes) of newly developed five quality dimensions (5Qs). A total of 1641 complete and usable questionnaires was received. Frequency analysis, factor analysis and reliability analysis were used for analysing the data collected. Inspection of scree plot and eigenvalues enabled the analysis to reduce the 39 quality attributes to seven factors. The results can be used by higher education institutions to re-engineer and re-design creatively their quality-management processes and the future direction of their more effective education quality strategies.

Approaches for reducing medical errors and increasing patient safety

Purpose – The purpose of this paper is to identify the shortcoming of a health-care institution to reduce the medical errors (MEs) which lead to the increase of physicians and patients relationship. Design/methodology/approach – Total relationship management (TRM) emphasizes the totality and the holistic nature of a relationship. It includes five generic quality dimensions (5 Qs) and measurements. 5 Qs will be used in the paper to identify the shortcoming of a health-care institution, identify and reduce the MEs which lead to the increase of the patient safety and doctors and patients satisfaction. Findings – The paper shows that there is a need for a health-care system response to error that moves the system toward being as fail-Zero tolerant and failsafe as possible rather than one that blames the clinician who may have erred. Research limitations/implications – The proposed 5 Qs model consists of some generic integrated dimensions. Practical implications – Teamwork practice, holistic view and integrati...

Why do both marriages and strategic alliances have over 50% failure rate? : A study of relationship quality of strategic alliances in China, Japan and Mauritius

This research explores the importance of quality variables for achieving high quality in strategic alliance relationship, reasons for strategic alliance failures and provides insights into their underlying causes. Data for analysis is generated from 112 managers from different industries in three countries. Frequency, factor, and regression analysis, reliability tests are used for data analysis. Multiple item scales based on five qualities model (5Qs) were developed and adapted. The results suggest that there is an important interaction between most independent variables and alliance motivations, length and type of alliance. Quality of atmosphere followed by quality of interaction was identified as the most important variables to achieve high total quality of strategic alliance relationship (TQSAR). The proposed 5Qs model consists of some generic and integrated dimensions. Each quality dimension is represented by a number of statements/items, intended to represent a specific quality factor as thoroughly and reliably as possible.

Banking and Financial Sector in the Cloud: Knowledge, Quality and Innovation Management

One view of Customer Relationship Management (CRM) is the utilization of customer-related information or knowledge to deliver relevant products or services to customers (Zineldin, 2000). The success of relationship management depends on the collection and analysis of customer knowledge, data and information to be used for developing highly personalized bank service offerings.

Technological Tools for Value-Based Sustainable Relationships in Health : Emerging Research and Opportunities

The reach of technological advances can be found in many aspects of life, including the world of medical and healthcare. It is essential to understand these technologies so that those in healthcare ...

Marriage versus strategic alliance: soft and hard dissatisfaction and failure factors

Marriage can be defined as a social-institutional agreement or an institution or organisation in which interpersonal relationships are acknowledged. Divorce is an epidemic, and so is strategic alliance. Both are based on the actions and reactions between people in the context of interpersonal relationships. The number of marriages is going down and correspondingly divorces seem to occur at a more rapid rate, and this phenomenon is found in strategic alliance partnership too. Hence, just like marriages in the recent times, a majority of institutional partnerships fail. What makes a marriage, or a strategic alliance, tick initially? Many, which include romance and mutual desires, goals, and expectations as well as name and fame in the eyes of the public and in general life filled with happiness. However, just like most marriages, strategic alliance partnerships fail too at some point in time, marred by failure, dissatisfaction, bitterness, and yes, eventually, end in divorce. This article discusses findings derived from an empirical survey to identify critical soft and hard factors that negatively influence partnership or relationship dynamics. The article suggests remedial measures that may be used to avoid factors that lead to dissatisfaction and failure in the context of inter-organisational relationships.

Strategic Alliances, Total Relationship Management (TRM) and 5 QS - Why Most of the Marriages and Strategic Alliances are not Sustainable?

Abstract The paper describes theoretically with some empirical evidences the decision and result of strategic alliance as a relationship between people or as a love affair and a commitment to marriage which is ideally, based on shared interest, love, mutual trustworthiness, and commitment to continue the relationship. The main point is that, just as successful human marriages require clarity of needs, purpose, maturity, preparation, patience, nurturing, flexibility, commitment, trust, and compromise, so too will such prerequisites apply to successful organizational strategic alliance relationships. The main task of this conceptual research is to identify the reasons for failures (non-sustainability) of strategic alliances to answer the question of why do they fail. The problem will be later on (phase 2) analysed taking into consideration different industry sectors located in different countries