LLB Service Quality: UAE Hospitals Leadership and Service

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Table of Contents

Introduction
Summary
Key Learning Points
Session’s Relevant Statements
Critical Analysis
Practical Implications
Comments
References

Introduction

Learner log book (LLB) is a strategic recording that enables an evaluation of personal writing, reading and critic analysis. It warrants proper learning, understanding and guidance to learners. LLB provides masterly of information and enhance broad capture of ideas. It is a point of instant referencing because it summarises information and provides the key goals and perspectives. It is crucial to show the importance and credibility of LLB in its working environment. This will activate the needs and desires to know. Therefore, I will approach one article and reveal its fundamental concerns as requested in LLB.

Summary

I requested to read an article about transformational leadership and service quality in the United Arab Emirates (UAE). This article was authored by Naceur Jabnoun and Aisha Juma AL Rasasi in the year 2005. The article compares the quality of services and transformation characters of leaders provided by UAE. It tries to determine the contentment that patient achieve from their facilities and services. A description of the factors considered in the investigation is laid and assessed comprehensively. The achievements in this article were enhanced by research on the field and commitments exhibited from the hospitals (Youngberg, 2004).

When researching on the two factors, sets of questionnaires were introduced to assess the situations in the field. The first set was introduced to patients in 6 UAE hospitals while the other was introduced to employees of the same hospitals. The collected data were assessed and evaluated with the statistical package for social sciences. The information retrieved from this data helped to make a conclusion about services quality. The article further describes the results of the performed study.

For instance, it reveals patients contentment with the services they receive from the hospital. However, employees rated their leaders at a low pace. Service quality had a positive relationship with the transactional and transformational leadership. The paper bridged the vital difference that exists in transformational leadership and service quality.

Key Learning Points

The article emphasises on certain issues in a remarkable manner. Repetition of certain words and phrases proves this allegation. For instance, services quality, hospitals, transformational leadership and UAE are some of the words and phrases that were repeated often. This implies that their relevance is of utmost importance in this assessment. They keep on reminding the reader about the subject matter after every bit of reading. In cases where articles are written without repetition of the key words, it becomes more likely that readers are shifted from the subject matter.

Session’s Relevant Statements

First, UAE patients portray satisfaction of the services offered in the hospitals. We, also, learn about low rating the leaders. Transformational leadership is a key to service quality. Leaders in the UAE hospitals ought to improve their leadership skills. I will make a list of relevant statements that I retrieved from this article.

Parasuraman et al. (1985) identified ten determinants of service quality generic to the service industry.

In the later stage, Parasuraman et al. (1988) developed a 22-item instrument, recognised as SERVQUAL. This has become used as a generic instrument for measuring service quality (Parasuraman et al., 1988).
Data are collected using two questionnaires.
1. The first one is adopted from SERVQUAL (Parasuraman et al., 1988).
2. The second one is addressed to hospital employees.

Critical Analysis

Everyone should acknowledge that the quality of services offered in the UAE hospitals create market and establish popularity (Spreng et al, 1996). Parasuraman et al. (1985) recognised 10 ways of determining the quality of service. The determinants were tangibles, responsiveness, reliability, competence, courtesy, security, communication, access, credibility and understanding (Parasuraman, 1985). Parasuraman et al. (1988), further, identified a total of twenty two factors that he referred to as SERVQUAL.

The factors stood for 5 dimension that were reliability, responsiveness, tangibles, assurance and empathy. This article splits data and selects the vital points that require utmost consideration in the study. The information retrieved from Parasuraman is an example. The use of the five factors incorporated during collection and evaluation of data shows a critical arrangement in delivering information to its target. In other words, the article approached issues from what readers required to know before attending the study in the field.

Practical Implications

I can understand this article. It harbours a comprehensive and strategic arrangement of information in a sequence that is easy to analyse. For instances, it is possible to form a continuous flow of ideas from the article. We can tell that the literature review presented at the beginning is relevant because certain factors, such as that of Parasuraman, were utilised in the tabulated calculation. I should state that the calculations performed, and strategies of data gathering are familiar.

This has improved my need and desire to read and gather more information since I felt part of the study. In other words, I could say that I was reading about issues that I accommodated without further aid. The study triggered my morale to read and the contentment that came with understanding. The article, also, has educative characters since person gains skills on how to review an article and retrieve the necessary information that people can read quickly to get its coverage.

The knowledge that I attained from this article is applicable in real life business situations. For instance, I can improve my managerial leadership strategies that will create working vigour to employees. This could be done by including motivational strategies such as salary increment. It will, in turn, lead to quality service provision to patients and hence an overall increment in the performance of hospitals. This strategy applies in my work place. I can increase the salaries of the employees whose students perform well. After increasing their salaries, I would expect an increment in teacher’s performance. They will teach with an aim of increasing the class performance and hence leading to the targeted school performance.

This article comprises of multidimensional skills that armed me in my performances. It developed a desire to research and make conclusions statistically. It enlightened me about the need of supporting my employee and considering their proposals as much as possible. I noted that when employees are not happy with their manager, they are likely to disappoint him/her.

This article showed comprehensive referencing to avoid plagiarism. Also, it is a border line of guidance and awareness in the managerial field. It implies that suggestion box and questionnaires are necessary to evaluate about what the patients and the employees need. It has triggered my thinking capacity to a level that can allow me to eradicate striking inconveniences and astonishments. Lastly, this article is vital referencing point for managers. I would recommend that leaders consider this article when reading and checking for guidance.

Comments

This is an incredible work that has been monitored well. I can state that it is clear, concise and elaborate. It should be published and advertised to reach people. It is a recommendation like no other, a onetime advice and an unexceptional gift to all who wish to win. All one needs is some time to read and act for the success of this world. When this happens, we will stand for ourselves. They will appreciate it and honour those few who thought and published this guidance.

References

Parasuraman, A. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of relating, 64, 12-40.

Spreng, R., MacKenzie, S., & Olshavasky, R. (1996). A re-examination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15-32.

Youngberg, B. J., & Hatlie, M. J. (2004). The patient safety handbook. Sudbury, MA: Jones and Bartlett.

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