A secondary indexes system is constructed by using the SERVQUAL model of the service satisfaction measurement and combining the basic principles of financial service as well as its ＂tolerance zones＂ . All kinds of f...A secondary indexes system is constructed by using the SERVQUAL model of the service satisfaction measurement and combining the basic principles of financial service as well as its ＂tolerance zones＂ . All kinds of financial service satisfaction indexes are analyzed and tested empirically in Shanghai and other major emerging financial centers, and it is concluded that emerging financial centers are in a disadvantage position of the financial service level as a whole in comparison with the mature international financial centers, while Shanghai is demanded to make an improvement in the credibility of financial services and the professional knowledge reserve of service personnel in comparison with other emerging financial centers.展开更多
The current method of evaluating passenger satisfaction primarily adopts the traditional static evaluation mode,which can hardly satisfy the dynamic regulatory requirements of highway passenger transport service quali...The current method of evaluating passenger satisfaction primarily adopts the traditional static evaluation mode,which can hardly satisfy the dynamic regulatory requirements of highway passenger transport service quality set by industry management departments.In this paper,we summarize the characteristics of real-time dynamic evaluation under the requirements of hierarchical and classified evaluation and analyze the entire process of the one-time travel service of highway passenger transport.We focus on station waiting and in-vehicle services,extract the elements most concerned by passengers as evaluation indexes,and construct a three-level index system.Subsequently,a multi-indicator comprehensive evaluation method based on the analytic hierarchy process and fuzzy comprehensive evaluation is selected to construct a comprehensive evaluation model.By combining with the development level of electronic ticket purchasing and the requirements of satisfaction evaluation,we propose three data collection methods and compare and analyze their strengths and weaknesses.Finally,based on actual survey data,the effectiveness of the model is verified.The verification results show that the real-time dynamic evaluation index system based on the Internet can better satisfy evaluation requirements.展开更多
The gatekeeper policy has been implemented for approximately ten years on a pilot population in China. It is necessary to assess the satisfaction of patients utilizing community health service（CHS） under the gatekee...The gatekeeper policy has been implemented for approximately ten years on a pilot population in China. It is necessary to assess the satisfaction of patients utilizing community health service（CHS） under the gatekeeper system. Our study showed that the cognition of gatekeeper policy was associated with four dimensions including doctor‐patient relationships, information and support, organization of care, and accessibility（P 〈 0.001）. One or more factors such as gender and self‐perceived health scores also affected their satisfaction. General practitioners must be prepared to focus on these aspects of information and support, organization of care, and accessibility as indicators of potential opportunities for improvement. Additionally, policymakers can improve patients＇ satisfaction with CHS by strengthening their awareness of the gatekeeper policy.展开更多
Township and Village Health Services Integration Management（TVHSIM） is an essential form of China＇s two-tiered health service integration plan at the township and village level. Its main purpose, also one of the ta...Township and Village Health Services Integration Management（TVHSIM） is an essential form of China＇s two-tiered health service integration plan at the township and village level. Its main purpose, also one of the target goals in China＇s new healthcare reform, is to gradually integrate rural health services and appropriately allocate rural health resources. This study aims to assess the village doctors＇ satisfaction with the TVHSIM and provide scientific base to further improve TVHSIM. A cross-sectional study was carried out in which 162 village doctors from Qinghai, Inner Mongolia and Xinjiang in western China were interviewed. Descriptive analysis, independent t-test, one-way ANOVA, Spearman rank correlation and multiple linear regression were used to analyze the difference and relevance between village doctors＇ personal characteristics and their satisfaction with TVHSIM and six subscales. Village doctors with different years of practice, social insurance status and essential medical knowledge level showed statistically significant differences in their satisfaction levels（all P〈0.05）. Age（P〈0.05） and years of practice（P〈0.01） were negatively correlated with Drug and Medical Device Management and Financing Management. Essential medical knowledge level（P〈0.05） was negatively correlated with Operations Management as well. However, social insurance status（P〈0.05） was positively correlated with Human Resources Management and Drug and Medical Device management. Gender, age and years of practice respectively had significant influence on village doctors＇ satisfaction with TVHSIM（P〈0.01）. In conclusion, in order to further promote TVHSIM policy in rural China, a well-rounded social insurance model for village doctors is urgently needed. In addition, the development of TVHSIM is regionally imbalanced. Efficient and effective measures aiming at rationalizing gender and age structure and enhancing essential medical training should be carefully considered.展开更多
During the past two decades, several methodologies are endorsed to assess the compatibility of roadways for bicycle use under homogeneous traffic conditions. However, these methodologies cannot be adopted under hetero...During the past two decades, several methodologies are endorsed to assess the compatibility of roadways for bicycle use under homogeneous traffic conditions. However, these methodologies cannot be adopted under heterogeneous traffic where on-street bicyclists encounter a complex interaction with various types of vehicles and show divergent operational characteristics. Thus, the present study proposes an initial model suitable for urban road segments in mid-sized cities under such complex situations. For analysis purpose, various operational and physical factors along with user perception data sets （13,624 effective ratings in total） were collected from 74 road segments. Eight important road attributes affecting the bicycle service quality were identified using the most recent and most promising machine learning technique namely, random forest. The identified variables are namely, effective width of outside through lane, pavement condition index, traffic volume, traffic speed, roadside commercial activities, interruptions by unauthorized stoppages of intermittent public transits, vehicular ingress-egress to on-street parking area, and frequency of driveways carrying a high volume of traffic. Service prediction models were developed using ordered probit and ordered logit modeling structures which meet a confidence level of 95%. Prediction performances of developed models were assessed in terms of several statistical parameters and the ordered probit model outperformed the ordered logit model. Incorporating outputs of the probit model, a pre- dictive equation is presented that can identify under what level a segment is offering services for bicycle use. The service levels offered by roadways were classified into six categories varying from ＇excellent＇ to ＇worst＇ （A-F）.展开更多
Government city management is facing higher requirements with the development of the number of migrant workers.Therefore,improving their subjective well-being is a significant practical problem that the government mus...Government city management is facing higher requirements with the development of the number of migrant workers.Therefore,improving their subjective well-being is a significant practical problem that the government must consider in public governance.This research discusses the influence of public service satisfaction on the well-being of urban migrant workers from the perspective of social comparison theory and the role of the sense of social equity and social conflict in the process of this influence.Using the structural equation modeling and moderated mediating mechanism analysis,the results show that:(1)the satisfaction of social and economic public service significantly and positively affects subjective well-being.(2)The sense of social equity completely mediated the influence of the satisfaction of public social service on well-being and partly mediated the influence of the satisfaction of public financial service on well-being.(3)The sense of social equity and conflict have a moderated mediating effect for social and economic public service satisfaction on well-being.Finally,the article concludes with some suggestions to improve the well-being of migrant workers based on the conclusion of the study.展开更多
This study introduces the same-day delivery time-guarantee(SDDTG)problem for supporting online retail.In the SDDTG,orders are placed online and are processed and delivered from a depot to customer locations in the sam...This study introduces the same-day delivery time-guarantee(SDDTG)problem for supporting online retail.In the SDDTG,orders are placed online and are processed and delivered from a depot to customer locations in the same day.The problem seeks optimal delivery time guarantees to offer customers as they consider making purchases to increase purchase decision likelihood while accounting for delivery-related,supply-side costs that can affect profits.Time guarantees are decision variables rather than parameters(as is typical)and are designed around anticipated customer satisfaction levels and purchase likelihoods.Delivery deadlines are not merely given to customers once they make their purchases,but rather the attractiveness of the offered delivery guarantees affects whether they make their purchases,i.e.,whether demand is realized.The problem is conceptualized as a multistage,stochastic,mixed-integer program in which uncertainties associated with customer reaction to delivery time guarantee offers and their arrival over time are captured.Given a shrinking horizon over a fixed planning horizon,the multi-stage program is approximated by a series of two-stage programs.A parallelized progressive hedging solution methodology is proposed and insights from its application on a case study.The problem recognizes tradeoffs between meeting promised delivery times and capturing the market.展开更多
文摘A secondary indexes system is constructed by using the SERVQUAL model of the service satisfaction measurement and combining the basic principles of financial service as well as its ＂tolerance zones＂ . All kinds of financial service satisfaction indexes are analyzed and tested empirically in Shanghai and other major emerging financial centers, and it is concluded that emerging financial centers are in a disadvantage position of the financial service level as a whole in comparison with the mature international financial centers, while Shanghai is demanded to make an improvement in the credibility of financial services and the professional knowledge reserve of service personnel in comparison with other emerging financial centers.
基金the National Natural Science Founda-tion of China(No.71803110)the“Chen Guang”Project in Shanghai Municipal Education Commis-sion and Shanghai Education Development Foundation(No.19CG41)。
文摘The current method of evaluating passenger satisfaction primarily adopts the traditional static evaluation mode,which can hardly satisfy the dynamic regulatory requirements of highway passenger transport service quality set by industry management departments.In this paper,we summarize the characteristics of real-time dynamic evaluation under the requirements of hierarchical and classified evaluation and analyze the entire process of the one-time travel service of highway passenger transport.We focus on station waiting and in-vehicle services,extract the elements most concerned by passengers as evaluation indexes,and construct a three-level index system.Subsequently,a multi-indicator comprehensive evaluation method based on the analytic hierarchy process and fuzzy comprehensive evaluation is selected to construct a comprehensive evaluation model.By combining with the development level of electronic ticket purchasing and the requirements of satisfaction evaluation,we propose three data collection methods and compare and analyze their strengths and weaknesses.Finally,based on actual survey data,the effectiveness of the model is verified.The verification results show that the real-time dynamic evaluation index system based on the Internet can better satisfy evaluation requirements.
基金supported by the National Natural Science Foundation of China.(NSFC,71373090,‘Study on the gatekeeper policy of CHS’)
文摘The gatekeeper policy has been implemented for approximately ten years on a pilot population in China. It is necessary to assess the satisfaction of patients utilizing community health service（CHS） under the gatekeeper system. Our study showed that the cognition of gatekeeper policy was associated with four dimensions including doctor‐patient relationships, information and support, organization of care, and accessibility（P 〈 0.001）. One or more factors such as gender and self‐perceived health scores also affected their satisfaction. General practitioners must be prepared to focus on these aspects of information and support, organization of care, and accessibility as indicators of potential opportunities for improvement. Additionally, policymakers can improve patients＇ satisfaction with CHS by strengthening their awareness of the gatekeeper policy.
基金supported by the National Natural Science Foundation of China(No.71273097)
文摘Township and Village Health Services Integration Management（TVHSIM） is an essential form of China＇s two-tiered health service integration plan at the township and village level. Its main purpose, also one of the target goals in China＇s new healthcare reform, is to gradually integrate rural health services and appropriately allocate rural health resources. This study aims to assess the village doctors＇ satisfaction with the TVHSIM and provide scientific base to further improve TVHSIM. A cross-sectional study was carried out in which 162 village doctors from Qinghai, Inner Mongolia and Xinjiang in western China were interviewed. Descriptive analysis, independent t-test, one-way ANOVA, Spearman rank correlation and multiple linear regression were used to analyze the difference and relevance between village doctors＇ personal characteristics and their satisfaction with TVHSIM and six subscales. Village doctors with different years of practice, social insurance status and essential medical knowledge level showed statistically significant differences in their satisfaction levels（all P〈0.05）. Age（P〈0.05） and years of practice（P〈0.01） were negatively correlated with Drug and Medical Device Management and Financing Management. Essential medical knowledge level（P〈0.05） was negatively correlated with Operations Management as well. However, social insurance status（P〈0.05） was positively correlated with Human Resources Management and Drug and Medical Device management. Gender, age and years of practice respectively had significant influence on village doctors＇ satisfaction with TVHSIM（P〈0.01）. In conclusion, in order to further promote TVHSIM policy in rural China, a well-rounded social insurance model for village doctors is urgently needed. In addition, the development of TVHSIM is regionally imbalanced. Efficient and effective measures aiming at rationalizing gender and age structure and enhancing essential medical training should be carefully considered.
文摘During the past two decades, several methodologies are endorsed to assess the compatibility of roadways for bicycle use under homogeneous traffic conditions. However, these methodologies cannot be adopted under heterogeneous traffic where on-street bicyclists encounter a complex interaction with various types of vehicles and show divergent operational characteristics. Thus, the present study proposes an initial model suitable for urban road segments in mid-sized cities under such complex situations. For analysis purpose, various operational and physical factors along with user perception data sets （13,624 effective ratings in total） were collected from 74 road segments. Eight important road attributes affecting the bicycle service quality were identified using the most recent and most promising machine learning technique namely, random forest. The identified variables are namely, effective width of outside through lane, pavement condition index, traffic volume, traffic speed, roadside commercial activities, interruptions by unauthorized stoppages of intermittent public transits, vehicular ingress-egress to on-street parking area, and frequency of driveways carrying a high volume of traffic. Service prediction models were developed using ordered probit and ordered logit modeling structures which meet a confidence level of 95%. Prediction performances of developed models were assessed in terms of several statistical parameters and the ordered probit model outperformed the ordered logit model. Incorporating outputs of the probit model, a pre- dictive equation is presented that can identify under what level a segment is offering services for bicycle use. The service levels offered by roadways were classified into six categories varying from ＇excellent＇ to ＇worst＇ （A-F）.
基金supported by Yunnan Provincial Philosophy and Social Science Planning Youth Project under Grant No.QN2018055.
文摘Government city management is facing higher requirements with the development of the number of migrant workers.Therefore,improving their subjective well-being is a significant practical problem that the government must consider in public governance.This research discusses the influence of public service satisfaction on the well-being of urban migrant workers from the perspective of social comparison theory and the role of the sense of social equity and social conflict in the process of this influence.Using the structural equation modeling and moderated mediating mechanism analysis,the results show that:(1)the satisfaction of social and economic public service significantly and positively affects subjective well-being.(2)The sense of social equity completely mediated the influence of the satisfaction of public social service on well-being and partly mediated the influence of the satisfaction of public financial service on well-being.(3)The sense of social equity and conflict have a moderated mediating effect for social and economic public service satisfaction on well-being.Finally,the article concludes with some suggestions to improve the well-being of migrant workers based on the conclusion of the study.
基金supported by the U.S.National Science Foundation(Grant No.1823474).
文摘This study introduces the same-day delivery time-guarantee(SDDTG)problem for supporting online retail.In the SDDTG,orders are placed online and are processed and delivered from a depot to customer locations in the same day.The problem seeks optimal delivery time guarantees to offer customers as they consider making purchases to increase purchase decision likelihood while accounting for delivery-related,supply-side costs that can affect profits.Time guarantees are decision variables rather than parameters(as is typical)and are designed around anticipated customer satisfaction levels and purchase likelihoods.Delivery deadlines are not merely given to customers once they make their purchases,but rather the attractiveness of the offered delivery guarantees affects whether they make their purchases,i.e.,whether demand is realized.The problem is conceptualized as a multistage,stochastic,mixed-integer program in which uncertainties associated with customer reaction to delivery time guarantee offers and their arrival over time are captured.Given a shrinking horizon over a fixed planning horizon,the multi-stage program is approximated by a series of two-stage programs.A parallelized progressive hedging solution methodology is proposed and insights from its application on a case study.The problem recognizes tradeoffs between meeting promised delivery times and capturing the market.
