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The Impact of labor Turnover on The Service Quality of Hotels
98-105Views:552This study aimed to know the dimensions of labor turnover (low morale, poor employees training, payment, job satisfaction) and study the effect of these dimensions on the quality of service in hotels. The results of multiple regression show that there is an effect of dimensions labor turnover on quality of service. Correlation between labor turnover and tangibility was the strongest and there is a moderate relationship between labor turnover and each of responsibility, reliability, assurance, and empathy.
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Value Creation along a Production-Service Value Chain
91-99Views:295Today’s products and services are so complicated and intertwined that their individual value creation is hard to determine. It is especially true when the products and services are necessary complements of each other and when they are affecting customer satisfaction for a long time. In the case of durable products needing professional installment service, the study of value creation poses many difficulties. Our research shows and emphasizes the process characteristic of value creation, and how the different steps (production, service, long-term use) should be looked at, and what further analyses can be done.
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Importance of quality indicators in the healthcare – in case of musculoskeletal rehabilitation –
1-11Views:246Nowadays the term of management is so popular. It has an essential role in the professional life, moreover in the every day life too. Creating and using the quality indicators (one of the qualiy management tools) contribute to the improvement of the operation of the healthcare system and to the development of the quality of healthcare services. The aim of the paper is to define service quality and its dimensions in healthcare and to highlight the role of quality indicators. The research calls attention to the absence of indicators measuring the different aspects of quality directly, the difficulties of measuring service quality and the need of establishment of more specific measures in healthcare. A special area of healthcare, there habilitation of musculo skeletal diseases will be discussed. As a research my approach is to define all the indicators that are already used in this area of the healthcare. This examination is extremely important because one of the most commonailments are the musculo skeletal diseases and their number is just increasing.The paper is mostly descriptiv and follows analitical methods based on the international and Hungarian professional studies, informations. To access databases I was helped by the OSAP (National Statistical Data CollectionProgramme). Besides the importance of quality indicators the research calls for the need for more specific measures. On the other hand, the value of the paper lies in collecting the problems, defaults and improving areas of a specific healthcare field.
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Comparative Analysis of Equestrian Facilities in the North Great Plain Region
79-93Views:567Equestrian services appear in recreation, sports and tourism as well. The favorable natural and cultural values of Hungary and the image of the equestrian nation based on the traditions of the horse provide a favorable background for the development of supply elements. The lowland character and horse culture of the Northern Great Plain region, and the continuous development of horseback riding services here, reinforces the equestrian supply element in the field of sport and leisure. Our in - depth interviews were conducted among service providers with a “horseshoe rating” (N = 11) operating in the Northern Great Plain Region. The results show that all service providers consider and plan the development of equine, infrastructure and human resources, although the source of its financing is different (from state, other successful businesses, realized business results of equestrian enterprises). Equestrian service providers with no horseshoe rating have identified the improvement of quality, the 3, 4, and 5 horseshoe qualified service providers for the expansion of the complex program offering and product diversification.
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Enhancing Customer Experience in Car Servicing: Insights from Indian Markets
113-123Views:232This descriptive research has attempted to assess customers' satisfaction with services offered by car servicing firms in India. The researcher administered a structured questionnaire to 300 company customers, selected using the Systematic Random Sampling technique. Data collected were analyzed using SPSS, applying the analytical tools of Frequency, Percentage, Mean, factor analysis, cluster analysis, Chi-square and Correspondence Analysis. Results of the study have revealed that the caring nature of servicing staff, the quality of services and service personnel, and the convenience and comfort offered to customers have been identified as the most important factors affecting customer satisfaction.
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Examining Used and Sportswear Supply Chain Strategy and Indicators
86-98Views:318The following study presents the supply chain strategy of a second-hand and sportswear company in Hungary. The study discusses the main tasks of supply logistics, the level of logistics service, the main determining elements of the level of logistics service, and the measurement of customer satisfaction. From the first step of the process, we can fully follow the processes until the last activity. We can learn in detail about the sub-processes, such as: types of clothing collection, sourcing, warehousing, selection, disassembly, processing, receipt of goods and sales. The aim of the study is to make the processes more transparent for everyone.
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Investigating the Development Impact of the Reorganized Quality Control System on One of the Public Service Provider’s Pers
226-241Views:204At the investigated public service providers’ personal customer service they did significant changes were made in the field of quality control since April 2017. A method which existed and was used for a long time was modified, which had one of the most important objectives from a management aspect to help the development of the administrators in order to provide high quality. During our research we mostly focused the development impact of the modified system. We wanted to obtain an answer whether the new system is better for promoting the development of the administrators than the former method and to what extent administrators require feedback related to their job as well as whether this system is properly inspected and controlled by leaders. During the research we targeted three focus points related to the development aspect: self-check, constructive feedback and the degree to which seated work is controlled. Based on the results of the investigation we draft such suggestions which can promote efficiency if necessary and possibly even make the operation of the system more efficient.
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Evaluation Opportunities tor Recreational Sport Services – Adapted to Higher Education Environment
150-164Views:347In our study, we analyse various researches dealing with quality aspects of sport services, and different quality models related to the interpretation of quality. The results which were obtained in the framework of primary research activity present the opinions of students from five different research universities. Sport services’ operation and sustainability are determined by market regulations, as parts of the service industry. Considering that the university leisure sports services take place in a competitive environment, the universities often have to compete with external sports service providers for achieving confidence of the young generations. For the qualitative tests, we used the QSport-14 measurement scale, which is generally applied by sports centres. This scale investigates the sports services according to three different aspects: (1) instructors, (2) infrastructural facilities and equipment and (3) offered sport programs. We have adapted the measurement scale to the university environment because of the differences and special characteristics of external sports service providers and university sports services. In addition, we analysed the factors influencing recreational sports, and we also examined that what changes would be needed in order to improve the quality of recreational sport activities in higher education.
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Development Opportunities of Health, Wellness and Sports Services in Medical Tourism Based on a Research Study
101-114Views:489The quality and quantity of additional services play an increasing role in the competitiveness of service providers in the tourism sector. In our research, our goal was to explore the service development possibilites of two different sites of a Northern Hungarian healthcare institution in the framework of a market research. In the field of services, we focused on different issues of health, wellness and sports services. Our research has shown that the availability of additional services and therapeutic recreational, sport or wellness services are important for patients as they can positively influence their quality of life and health status.
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Examination of Infrared Tomato Drying
303-309Views:179Tomato is a highly perishable food, thus preservation is required to meet the continuous market demand compared to the unbalanced yearly production peak. The aim of this paper is to show a detailed insight into infraradiation based drying process. Furthermore, to widen the possible usage range of a well-known approximation method for describing the temporal moisture variation in function of process parameters. The mass decrease of tomato slices was examined, in function of specific radiation power, heat source and sample distance, in forced and natural airflow. Based on the results dimensionless moisture ratio change over time was fitted as an exponential function, which may be used in industrial drying process optimization.
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Developing a Financial Sustainability Model of the Performance Indicators Applied by Jordan Water Company (Miyahuna)
75-87Views:426Jordan is now facing real challenges to satisfy the current population water needs due to limited resources. Moreover, unfortunately, as a result of the increased demand for water in developing countries, water resources become scarce, thus, the sustainable management of water resources is very important everywhere and especially in these areas. The Ministry of Water and Irrigation in Jordan is aiming to improve both its quality of service and financial sustainability, therefore, it started to apply the performance measurement system developed by the International Water Association (IWA) to monitor its performance towards achieving these goals. In this article, a model connecting a financial sustainability indicator (operating cost coverage ratio) with other performance indicators applied by the ministry is developed. To assess the performance indicators and to build the model secondary data are collected from the targeted company, the data are analyzed using SPSS and Excel computer programs. Non-revenue water (NRW), speed of repair of bursts, and training per employee are found to be the indicators that have a major impact on Miyahuna’s financial sustainability, the NRW is found to have a negative relationship with the financial sustainability, whereas the other two indicators have a positive relationship. As a conclusion, reducing the NRW and increasing both the speed of repair and training per employee are recommended, by applying some methods that continuously diagnose problems in the water systems and defining clear and strict policies to control the water theft. Furthermore, using Active Leakage Control (ALC) methods, providing the needed equipment, tools and resources, and adopting new methods for training.
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Construction of Tourism Supply Chains Based on Consumer and Service Provider Responses
Views:363The tour operator wants to satisfy all the needs of those who want to travel at the highest possible level. Experiences related to planning and organizing trips are almost as important as the vacation or excursion itself. My study compares the characteristics of domestic and foreign trips based on the consumers responses. The comparison was done by the following points: time for preparations, the reservation process, getting to the selected destination, the hotel selection, or the duration of the journey. At the same time, the chain is completed with tourism service providers, whose cooperation is key to meet the needs of travellers, all in the common interest of the guest being satisfied when they return home.
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Investigating the Motivation of Adventure Park Visitors
106-126Views:427In the world of runaway, “homo-sitting” and mobile telephones, the quality of leisure time is gaining increasing importance, most of which is the experience gained and the characteristics of existing natural factors. A variety of thematic and adventure parks are reported every year, increasing travel and visitors' growth every year, the service offering of which broadly satisfies the needs of modern man and kind. In the focus of our research, we set the link between recreational habits and motivation of adventure park visiting. Use the survey questionnaire to calibrate consumer habits (n = 408). There were significant differences in the number of factors studied, such as those who seek more physical activities in their free time and prefer to respond to the challenge and extravagance motivating motivation in each of the adventure parks, or even for leisure-time enthusiasts. Our research reveals that service providers should consider targeting their leisure time habits, for example, they can benefit from a thorough consumer mapping from the point of view of electoral motivation.
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Material flows and stocks of a service company from Debrecen
313-321Views:409Over the past 25 years, many renowned scientists from a number of research institutes have developed a new research method, a new family of methodologies which is the MFA (Material Flow Analysis). The importance of MFA is given by the extent of excited material flows created by mankind. The basis of MFA's growing success is a radically new, interdisciplinary vision that requires collaboration between the natural and social sciences (ecology, thermodynamics, and economics), not only as an effective tool for examining material efficiency of production and environmental pressures, as well as the security of supply of the strategic material requirements of the system under investigation. In our article, we conduct an enterprise level analysis of the input and output side material flows and materials of a service company in Debrecen for 2018 using the MFA method. MFA indicators capture environmental pressures in a natural dimension, that is, in terms of mass, energy, or land, respectively, in terms of kilograms or tons, of the company's raw materials and their changes, or material inputs.
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Survey of the Service Offer of Fitness Clubs for Group Classes in Debrecen
35-48Views:441The economic and social importance of the fitness sector is steadily increasing. The range of services provided by fitness centers is expanding and the popularity of fitness clubs is constantly growing. Fitness workouts are easily accessible for everyone, and there are numerous types of fitness centers which can play an important role in everyday physical activity. There are many factors that can influence the choice of fitness consumers for the gym, also fitness professionals play a key role in this regard. It is essential for fitness clubs in order to remain competitive on the market, to employ fitness instructors with the optimal personality and expertise, but in many cases, there is a lack of verification of qualifications. In our study, we conducted interviews with 20 fitness instructors who work in a fitness center that offers group lessons to consumers. The questionnaire included questions about consumer preferences, fitness facilities, trainers qualifications, and activities. Our study was made among eleven fitness clubs in Debrecen. The number of fitness clubs is constantly changing, with each year closing, opening or rebuilding fitness centers, which vary widely in size and number of services offered. The majority of respondent trainers are women as are the participants women in group lessons. Most of the interviewed trainers have OKJ qualifications, but the results reflect that fitness providers have not checked their qualifications at all before applying them. Fitness professionals play an extremely important role in leisure sports, contributing in maintainance and development of the fitness consumers’s health. Their work has a particular responsibility, as they can influence the physical and mental health of others in both positive and negative ways. Not only to avoid the risk of injuries, but also to prevent long-term health damage, fitness professionals play an important role. Controlling the qualifications also be in the interest of fitness clubs, not only avoiding accidents, but also increasing attendance at group classes by employing reliable, excellent personal trainers.
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Role of Grants for Tourism Purposes in Development of the Northern Great Plain Region
365-376Views:292Aim of the treatise is, based on main macroeconomic indicators, to present the development of the Northern Great Plain region and the amount of EU grants received, including the ones for tourism purposes, as well as to examine the effects of grants. Based on the data, it can be concluded the region received significant grants during the years 2007-2013; it is in last place in view of the economic development but has achieved better performance in several areas. It is difficult to examine the accommodation and food service national economic sector independently: in one respect, it develops by the combined impact of several other areas, on the other hand, the tourism-related developments become usable for other sectors as well, new enterprises and investments are launched, at the same time, not only the companies’ but the municipalities’ revenues from tourism are increasing. Based on the statistical data, attention will be drawn to the fact that the outcome of developments is just moderate in the area of catering and tourism in the region and has a different rate by county.
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Examining the Virtues of Organisational Citizenship Behaviour (OCB) at an SME
41-52Views:334Nowadays, especially in the Eastern region of Hungary, small businesses face an increasing challenge in attracting and retaining a well-qualified workforce that is able to accept and commit to the goals of SMEs. This is due to the promising career prospects offered by foreign-owned large companies locating here. However, if SME employees possess the virtues of organisational citizenship behaviour (OCB), they will develop a stronger commitment to the organisation. The aim of our research was to explore the extent to which the five OCB virtues; sportsmanship, conscientiousness, altruism, politeness and civic virtue are present in a small construction company in Hajdú-Bihar county. Our survey was carried out using a questionnaire method, which was analysed as a function of length of service, education and age. The main findings are that there is a strong correlation between the presence of OCB characteristics and age and length of time spent with the firm.
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Examining the employees and sectors of the economy according to the digital competence in the EU memeber states
344-357Views:373In this study, the challenges of digital development and its sectoral effects were examined between 2015 and 2017 in the EU Member States, based on data of OECD, Eurostat, and the World Bank. The connection between the countries' digital development and sector dominance was analyzed. I found - in line with international research - that in countries that belong to the developed group, the high value-added service sector is dominant. The statistics of developing countries’ supported the assumption, that industry is the engine of the economy. The analysis of the underdeveloped countries revealed that agriculture and industry are the most important sectors compared to other countries. Measuring the demand of developed countries for ICT professionals, I examined the relationship of individuals with different digital competencies to one kind of self-education. In line with international research, my database showed that digitally unskilled people are the least likely to take advantage of online courses. As a continuation of the research, it would be worthwhile to carry out this study in other economic areas as well. Especially in areas where salaries for high-digital occupations do not differ significantly between countries in the region.
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Can the local government in Hungary be the appropriate local level framework for environmental sustainability?
32-45Views:216During the search for the framework for environmental (respectively social and economic) sustainability, the importance of local action / decision-making has been formulated several times. At the same time, the capability of local government structures is questioned from several aspects. Local governments today are not necessarily a proper legal-administrative framework for sustainable development, for example because the population of a sustainable local community (conceptually) and of a larger settlement (by size) does not coincide. However, the (partly networked) environmental policy system of the municipalities transcends the administrative area of the settlement, where appropriate, a larger area (agglomeration, city areas, etc.), connecting several actors and activities. The paper seeks to clarify this issue in two rather different but interrelating ways. The first approach is geographically rooted and examines the local government system and the spatial structure of the Hungarian state through environmental economics and environmental policy. The second question is about structural links, namely the problems of local governments potential for infrastructure development and the structure of the local economy. The paper concludes that municipal functions - administration, ownership, public service organization - are all concerned with environmental protection. Considering that many of the processes that are relevant to sustainability are taking place in settlements, so serious changes are needed at this level as well. In this context, cooperation between local and central government levels and the active involvement of (local) society can not be dispensed with, but the current mechanisms are hindering progress.
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Financial Performance Measurement with the Use of Financial Ratios: Case of Mongolian Companies
20-32Views:415The aim of this paper is to examine the efficiency of Mongolian 100 public companies listed on Mongolian Stock Exchange (MSE) which are divided into 6 major sectors. This study conducts the performance of companies in terms of profitability by using three different output variables i.e., revenue, pretax profit and ROA (Return on Assets). In the beginning of this research, nine variables which are connected with profitability are chosen as output variables, while 24 variables expressing growth, financial structure, solvency, and turnover together with some fundamental financial data are chosen as input variables. 10 variables out of 24 input variables, which determine the financial structure, solvency, and profitability, are chosen as input variables based on the calculation of stepwise regression analysis. Stepwise regression, multi co-linearity analysis are made by SPSS and DEA (Data envelopment analysis) is evaluated by benchmarking package in R excel statistical program covering the period of 2012-2015. This paper uses the input-oriented version of DEA based on financial ratios and some crucial components of a financial statement. The results of DEA show that food and grocery sector was the most efficient, and mining sector was at the second place by its efficiency, while agriculture and service sector were the worse than other sectors.
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Effect of Heat Input on the Toughness Properties of S690QL Steel during Hardfacing
1-12Views:19In recent years, the use of high-strength steels in hardfacing process has become increasingly common. One typical industrial example is the case of hydraulic shears used in building demolition operations, where the components are exposed not only to significant abrasive wear but also to intense dynamic loading. The use of quenched and tempered high-strength steel grade S690QL has become particularly widespread in this field, primarily as the base material for the hardfacing applied to the most heavily loaded regions of demolition shears. However, quenched and tempered high-strength steels are highly sensitive to the effects of the welding thermal cycle, which typically cause detrimental changes in the microstructure and mechanical properties of the heat-affected zone. The thermal cycles occurring during hardfacing differ from those typical of fusion welding, and consequently, the structure and mechanical properties of the resulting heat-affected zone may also vary. In addition, the penetration depth of the hardface layer can differ, which may significantly alter the load-bearing cross-section of the high-strength steel and, thus, the in-service behavior of the component. In the experimental work, hardfaced samples were performed on S690QL base material using different levels of heat input, thereby producing varying penetration depths. The aim of the study was to determine the effect of penetration depth on the resistance of the hardfaced component to dynamic loading. The tests were carried out at both +20 °C and –40 °C. The results clearly demonstrated that samples with deeper penetration exhibited reduced toughness at both investigated temperatures.
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Automation Capabilities for the Logistics Service of Jobshop Production System
210-221Views:559One of the most important subsystems of manufacturing is the logistics system for transporting materials between technological phase. It is integrated depending on the production structure. The special feature of highly flexible workshop system production is that the material handling system is typically separate and the movement needs occur independently of each other, so the flexibility of the material handling system is required to achieve the expected production goal. In practice, therefore, the organization and execution of material handling is to a considerable extent dependent on the human factor. The purpose of this research is to explore the potential for automation of material handling activities in this particular production environment.
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What is worth knowing about the establishment from a work safety point of view
24-31Views:231Under establishment, we mean the process that results in the creation of a new unit (eg factory, plant, office, etc.), a workplace or an existing one what will be renewed, expanded or restructured, or installed; installed on a machine, plant, appliance, whether or not for productive or non-productive purposes. It is generally true that the design, construction, use and subsequent operation of workplaces, facilities, technology, materials, energy, personal protective equipment; production, distribution, import, transportation, movement, use and use of workplaces; in the absence of these, the requirements of the scientific-technical standard can be expected. An employer, operator, and service provider must adapt to market conditions. Accordingly, it should monitor the expectations of customers, business partners, market changes, trends to adapt to expectations, and therefore constantly develop their products, services, produce reliable quality, ensure that quality meets the market expectations providing personal and material conditions to ensure that employees can effectively and safely meet market expectations. The recognized business perception of the employer is to accomplish the above, the objectives to be achieved must be formulated, priority should be given to the potential risks (with particular regard to occupational safety risks) to be measured, measures to be taken to ensure effectiveness, short-, medium- and long-term planning, investment.
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Security Analysis of a „Location-stamping” Protocol for GPS Coordinates
1-12Views:243Due to the rapid growth of GNSS based techniques in everyday life a service which can provide certified location information given by GPS coordinates became a worth considering idea. We designed two protocols that can achieve this goal, these can provide authenticate location and time information for any device which has a GPS receiver. In this article, I would like to prove -with the help of ProVerif software tool-, the latter statement. I investigated the authenticity and data integrity properties of the protocol.
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Challenges of the Quality- and Change Management in the Context of Upcoming Social-Industrial Changes (5.0) – Conclusion of a Survey
138-150Views:330The upcoming industrial-social revolution, which may be called the 5.0, is emphasizing the coordination of the value-creating work of technology (machine) and man. This approach wishes to move towards sustainability, which deserves a significant role in nowadays through the world empathizing the negative effects of the wolrd. During my research I was looking for the answer that how the extended industry 4.0 and its tone be in Hungary via supply chain of the automotive industry. During my research I was looking for the answer that how the extended industry 4.0 be in Hungary and its tune through supply chain of the automotive industry. I also have examined that which changes are justified regarding management systems in interest of efficiency and emphasizing the human capital by leaders interviewed. As a part of qualitative research in-depth expert interviews were interpreted with help of content analysis based on the methodology of grounded theory. The results demonstrate the need to review and change existing processes in order to ensure that the potential of human capital is not lost and that technological development, even more so, is at the service of human resources in order to achieve its efficiency and effectiveness. Among the possible tools we can find the re-structurizing changes of post tracking processes of the audits in management systems providing quality. Furthermore, the practical implementation of multifactorial statistical process control in the evaluation of processed data, which may be one of the essences of industrial (IoT) data.
