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International Journal of Productivity and Quality Management
Journal Prestige (SJR): 0.352  Citation Impact (citeScore): 1 Number of Followers: 4  Hybrid journal * Containing 2  Open Access article(s) in this issue *ISSN (Print) 1746-6474 - ISSN (Online) 1746-6482 Published by Inderscience Publishers  [451 journals]
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- Smart services' quality scale
Open Access Article-
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Authors: Matthias H. Nezondet, Riho Horita, Willem F.G. Van Rooijen
Pages: 429 - 446
Abstract: Despite the increasing interest on smart industries, research on smart services quality remains limited and focusing only on technological and engineering characteristics. Until now, little is known about customer expectations of superior smart services performance, which makes the identification of smart services quality from the customers' perception an important research topic that is not yet considered in the literature. Therefore, this study aims to conceptualise smart service quality with a particular emphasis on the active role of customers' co-creation in smart services. The paper updates the service quality literature by validating SMART-QUAL measurement scale suggested to be used within the smart context. The new developed measurement scale is composed of 13 items consisting of three dimensions namely: functional value, smartness level, and privacy control.
Keywords: innovation; internet of things; IoT; service-dominant logic; SDL; co-creation; quality; smart services; SMART-QUAL
Citation: International Journal of Productivity and Quality Management, Vol. 35, No. 4 (2022) pp. 429 - 446
PubDate: 2022-05-10T23:20:50-05:00
DOI: 10.1504/IJPQM.2022.122758
Issue No: Vol. 35, No. 4 (2022)
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- Study on university research performance based on systems theory:
systematic literature review
Open Access Article-
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Authors: Adhi Indra Hermanu, Mery Citra Sondari, Muhammad Dimyati, Diana Sari
Pages: 447 - 472
Abstract: This paper reports on the systematic literature (SLR) to synthesise research on university research performance using a systematic methodology. We carried out a rigorous screening process to obtain a final sample of 59 quality papers published in 33 journals. These studies have been reviewed with a systems theory-based perspective in organisations, without neglecting to review several matters relating to significant journal publications, active researchers, the most widely used methods, and the countries where they are located. Finally, we provide suggestions for further research on research performance, especially those related to the influencing input-process-output-productivity-outcome variables. This perspective provides an effective fit with the context of research performance measurement models in universities and helps to capture the full spectrum of research institutes in universities. Thus, a new challenge arises to develop a national performance evaluation model in higher education research institutions that is adapted to the policies and strategies of each country.
Keywords: systematic literature review; SLR; research; performance; university
Citation: International Journal of Productivity and Quality Management, Vol. 35, No. 4 (2022) pp. 447 - 472
PubDate: 2022-05-10T23:20:50-05:00
DOI: 10.1504/IJPQM.2022.122777
Issue No: Vol. 35, No. 4 (2022)
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- A hybrid decision making framework based on fuzzy PIPRECIA-fuzzy EDAS for
failure mode and effects analysis-
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Authors: Rajesh Attri, Akanksha Mishra
Pages: 473 - 493
Abstract: The main purpose of the current work is to propose a hybrid multi-criteria decision making (MCDM)-based methodology for the prioritisation of failure modes based on their associated risk levels. In the current work, a novel hybrid MCDM approach, i.e., fuzzy pivot pairwise relative criteria importance assessment (PIPRECIA) integrated with fuzzy evaluation based on distance from average solution (EDAS) has been used to prioritise the different failure modes based on their risk levels. A case study of engine assembly process of tractor is presented to illustrate the demonstration of proposed hybrid MCDM based fuzzy PIPRECIA-fuzzy EDAS methodology. The results obtained by fuzzy PIPRECIA-fuzzy EDAS methodology are validated by the two different hybrid MCDM approaches, i.e., fuzzy PIPRECIA-fuzzy ERVD method and fuzzy PIPRECIA-fuzzy ARAS method. The results obtained by fuzzy PIPRECIA-fuzzy EDAS are quite similar to that obtained by fuzzy PIPRECIA-fuzzy ERVD and fuzzy PIPRECIA-fuzzy ARAS method.
Keywords: multi-criteria decision making; MCDM; FMEA; PIPRECIA; EDAS; ARAS; ERVD
Citation: International Journal of Productivity and Quality Management, Vol. 35, No. 4 (2022) pp. 473 - 493
PubDate: 2022-05-10T23:20:50-05:00
DOI: 10.1504/IJPQM.2022.122753
Issue No: Vol. 35, No. 4 (2022)
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- Design and validity of a holistic scale for service-quality
self-assessments: a case study in service companies-
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Authors: Jasmin Herrera-de-la-Barrera, Claudio Romano Narvaez-Zuñiga, Maria Auxiliadora Iglesias-Navas, Alexander Pulido-Rojano
Pages: 494 - 516
Abstract: Several scales are used to measure service quality after the provision of services. Customer evaluation is based on contrasting expectations with the perception of the service. Service companies require instruments to assess their readiness with respect to the quality of the service to be rendered. This paper proposes a construct based on variables defined in international quality models and service measurements. The content validity of the construct was calculated using the content validity ratio and index methods by forming the group of items that the instrument should contain, followed by a reliability test of the construct's measurement scale using Cronbach's alpha. The sample comprised of 40 service companies. Results were analysed using descriptive statistics and exploratory factor analysis to demonstrate the instrument's validity and reliability. The adoption of data reduction techniques made it possible to find homogeneous groups within the variables studied and three typologies or business clusters were identified.
Keywords: instrument; service quality; quality variables; factor analysis
Citation: International Journal of Productivity and Quality Management, Vol. 35, No. 4 (2022) pp. 494 - 516
PubDate: 2022-05-10T23:20:50-05:00
DOI: 10.1504/IJPQM.2022.122754
Issue No: Vol. 35, No. 4 (2022)
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- The influence of rewards and the organisational environment on employee
retention-
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Authors: Ãlvaro Dias, Sara Barros, Leandro Pereira, Renato Lopes Da Costa, Rui Gonçalves
Pages: 517 - 542
Abstract: The loss of a qualified employee reveals itself as loss, once the company has invested time and money in training, attribution of benefits, among others. Thus, understanding employee retention factors represents a key dimension in human resources management. However, the study of factors influencing employee retention still needs further consolidation, especially regarding the role of rewards and the organisational environment. Using the survey data to test the hypothesis through PLS-SEM, the findings reveal that rewards are directly linked to the organisational commitment and employee retention. Organisational environment influences significantly and positively organisational justice and organisational commitment. Furthermore, organisational justice was found to have a positive influence on retention, and organisational commitment reveals a positive relationship with retention. The organisational commitment mediation effect was also identified in the relations between rewards and employee retention, and organisational environment on employee retention.
Keywords: rewards; organisational environment; organisational commitment; employee retention
Citation: International Journal of Productivity and Quality Management, Vol. 35, No. 4 (2022) pp. 517 - 542
PubDate: 2022-05-10T23:20:50-05:00
DOI: 10.1504/IJPQM.2022.122757
Issue No: Vol. 35, No. 4 (2022)
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- National culture, trust, social networking and knowledge sharing within a
knowledge-intensive sector: a mediation analysis-
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Authors: Jumana Ziad Al Zoubi, Samer Eid Dahiyat, Ahmad M. Obeidat, Naser A. Aboyassin
Pages: 543 - 575
Abstract: The aim of this study is to investigate the effects of the four national culture (NC) dimensions of uncertainty avoidance, collectivism, power distance and masculinity on knowledge sharing. In addition, this study aims to examine the mediating effects of trust and social networking on the relationships between the four NC dimensions and knowledge sharing (KS). A theoretical model was developed, and a questionnaire-based survey was designed and targeted a 'knowledge intensive' sector, namely the healthcare sector in Jordan. Findings show that collectivism and uncertainty avoidance were the only two dimensions found to have a positive and significant effect on knowledge sharing, trust as well as social networking. Both trust and social networking were found to have positive and significant effects on knowledge sharing. Trust fully mediated the effect of collectivism on knowledge sharing and partially mediated the effect of uncertainty avoidance, whereas social networking was found to have a partial mediating effect. In conclusion, the study has contributed to the extant NC and KS literature by complementing studying a nation's distinctive cultural traits' on an organisational-level routine.
Keywords: national culture; trust; social networking; knowledge sharing; healthcare sector; Jordan
Citation: International Journal of Productivity and Quality Management, Vol. 35, No. 4 (2022) pp. 543 - 575
PubDate: 2022-05-10T23:20:50-05:00
DOI: 10.1504/IJPQM.2022.122755
Issue No: Vol. 35, No. 4 (2022)
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- The role of equity in the relationship between job evaluation and employee
performance in Jordan Industrial Estates-
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Authors: Mohamed Mahmoud Khtatbeh, Anuar Shah Bali Mahomed, Suhaimi Bin Ab Rahman, Rosmah Mohamed
Pages: 576 - 598
Abstract: This study aimed to assess the extent of the mediation effect of equity on the relationship between job evaluation and employee performance. A self-administrated questionnaire was used to collect data from 646 employees working in the targeted industrial estates. The collected data was analysed using SPSS and AMOS software tools based on structural equation modelling (SEM). The results of the study indicated to a non-significant relationship between job evaluation and job performance. On the other hand, a significant relationship was found between equity and job performance as well as between job evaluation and equity. Moreover, the results of the study demonstrated a mediation role of equity on the relationship between job evaluation and job performance. The results of this study are expected to have a significant influence in filling the gap in the literature and enhancing employees' performance accordingly.
Keywords: job evaluation; equity; job performance; Jordan Industrial Estates
Citation: International Journal of Productivity and Quality Management, Vol. 35, No. 4 (2022) pp. 576 - 598
PubDate: 2022-05-10T23:20:50-05:00
DOI: 10.1504/IJPQM.2022.122756
Issue No: Vol. 35, No. 4 (2022)
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