service quality and customer satisfaction in hospital

However, medical care institutions have put too much emphasis on “sales-oriented” rather than “customer-oriented” tasks in the past. Nurs Open. The delivery of high-quality service is the key to success in service industries. Keywords: Service Quality, Service Provider, Customers' Satisfaction, Hospital Industry, Quality Gap Suggested Citation: Suggested Citation Mushtaq, Naveed and Mirza, Hammad Hassan and Ali Asghar, Muhammad Jam e Kausar, Service Quality Gap and Customer Satisfaction Among Public versus Private Hospitals of Pakistan (January 10, 2012). Analyzing multiple periods of data would achieve more complete and objective statistical data. Perception of trust among patients positively influences their satisfaction (β32= 0.33). In role theory, any service transaction can be an interactive exchange; 2) the concept of role expectation and the predictability of role may help the understanding of the nature of service transaction; and 3) the element of role in service industry may provide other more useful methods for categorizing service and the marketing method to develop marketing management strategy. 2021 Jul;8(4):1920-1927. doi: 10.1002/nop2.861. Part of According to the suggestions provided by Hair et al (1998) [28] regarding sampling in different units of a study, the number of samples should be at least five to ten times the number of research variables in addition to the number of samples for each unit should be more than 30 (that is, a large sample size). Cite this article. With the difference in scale, resources, technology, costs, etc., the hospitals may consider their own strengths and weaknesses, and try to upgrade their outpatient clinical service quality and competitiveness by really effective use of their own resources. 2004, 14: 446-456. 10.1177/109467002237494. To determine the customers expectations from hospital service. A total of three hundred and fifty questionnaires were distributed between June 2011 and August 2011, and 285 valid ones were collected after incomplete and incorrect questionnaires were filtered out, with a valid response rate of 81.43 %. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. Finding: Perception of interpersonal-based medical service encounters positively influences service quality (γ11= 0.57) and patient satisfaction (γ31= 0.23). Population studies were conducted in government hospitals. 2002, 66: 1-17. Found inside – Page 1176(3), 99– 108 (2011) Zaim, H., Bayyurt, N., Zaim, S.: Service quality and determinants of customer satisfaction in hospitals: Turkish experience. Int. Bus. Econ. Res. J. 9(5), 51 (2010) Parasuraman, A., Zeithaml, V.A., Berry, ... The Impact of Service Quality towards C. ustomer . PubMed  The store provides a basic quality of burgers and fries on a take-away basis only, but at very reasonable prices. Foster BD, Cadogen JW: Relationship selling and customer loyalty: an empirical investigation. We adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Found inside – Page 201Service. Quality. Assessment. by. Customers. In general customer satisfaction surveys, the measurement of customer ... or at the completion of the entire treatment, i.e., when the patient no longer needs to visit the hospitals. Atkins et al. The chapter covers the theoretical review, literature on the variables under study, existing gaps in literature, amongst others. Chapter Three gives the methodology that will be used to accomplish the research objectives and questions. eCollection 2020 Jul 3. Parasuraman A, Zeithaml VA, Berry LL: A conceptual model of service quality and its implications for future research. Conversely, patients’ perceptions of the communication attitude, sympathy, and empathy of the general service personnel in the service encounter had minimal influence on overall satisfaction, indicating that the general administrative personnel of a hospital have the least effect on service quality, patient trust, and patient satisfaction. Secondly, Cooper and Schindler (2003) [45] and Culyer and Newhouse (2000) [46] have proposed that using aggregation data for inference of individual behaviors might lead to biases. Nurs Res. Since each patient has his/her own demographics, such as cultural background and values, there is significant difference in key factors affecting patients’ choosing medical institutions of different levels as well as decision-making. Results of the study are dependent on the nature and number of respondents, i.e. Found inside – Page 339Assessing patient satisfaction in gynaecology and obstetrics in tertiary care hospital. ... Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. satisfaction in Private sector Hospitals- A Case Study on the ABC Private Hospital in Sri Lanka K.V.D.H.S.Kalutharawithana, N.S.Jayawardena. Therefore, the results of the study point out the content and structure of the role of professional service provider from the aspects of professional service provider, such as professional personnel as well as the general administrative personnel, and the study also concluded that patients will distinguish between ideal role and expected role and describe professional service role according to the traits of professional ethics, professional skill, communication skull, interpersonal skill and personal characteristic. Brand image and perception of service quality have a positive and significant effect to purchasing decision with value of F arithmetic 119,337. 8600 Rockville Pike Anand, S.V., Selvaraj, M. (2012). Patient experience and satisfaction is a top priority for 70% of American Hospitals, according to the Healthcare Intelligence Network. The study aims at seeking to develop and design high-quality medical service solutions, measures, training or public relation activities, etc., in order to improve the medical service quality and the patients’ satisfaction with medical services. However, the results would have been subject to numerous factors that could cause variations in the results, such as defensiveness, misrepresentation, personal emotion and other attitudes. BMC Health Serv Res. Ho WH, Chang CS, Shih YL, Liang RD: Effects of job rotation and role stress among nurses on job satisfaction and organizational commitment. Patient satisfaction is an indicator that should b e. indispensable to the . Privacy, Help Terms and Conditions, Found inside – Page 137Following the increases in the number of hospitals in Jordan, the quality of health care services provided to patients ... managers can identify the service design and delivery improvements that contribute to patient satisfaction and ... Our findings also support the statement that perception of service quality among patients positively influences their trust and perception of trust among patients positively influences their satisfaction. The Measurement and Management of Service Quality in Dental Healthcare. Found inside – Page 185During these times, private family doctor service has been existed to help alleviate the overloading issue. The most important concern for this healthcare model is how to improve service quality and customer satisfaction on a par with ... FOIA eCollection 2020. The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Found inside – Page 125Alternative perspectives on service quality and customer satisfaction: The role of BPM. International Journal of Service Industry Management, 19(2): 176–187. Lake, L. (2009). Why word of mouth marketing? J Acad Mark Sci. Singh J, Sirdeshmukh D: Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Found inside – Page 8The SERVQUAL (Parasuraman, et al., 1988) instrument is often used to assess customersatisfaction in service industries. It measures quality by comparing customer perceptions of the quality of a service experience to customer ... Radiol Manage. Third, tests were repeatedly administered to three professors in the industry, and to two medical specialists and five patients; a pilot run of the questionnaire was administered to 37 patients. Thus, 10.1007/BF02723327. 10.1016/S0148-2963(03)00140-1. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. J Nurs Res. Service quality is influencing brand image. Research Journal of Social Sciences ; 8(7): pages 103-110. Rodolfo VC, Leticia SA, Ana MDM: Trust as a key factor in successful relationships between consumers and retail service providers. 10.2307/1251946. Anderson JC, Narus JA: A model of distributor firm and manufacturer firm working partnerships. Tangibility, reliability, responsiveness, assurance and empathy (Service Quality dimensions), patient satisfaction and loyalty to the hospital were the variables considered for this study. Epub 2021 Mar 15. Ali, Hapzi, et al., [9] Quality of Service and Brand / Institution image have positive and significant influence to Customer Satisfaction either partially or simultaneously. Based on such findings, the hospitals are recommended to enhance professional skills and communication attitudes of personnel to retain patients and build up a competitive edge for medical institutions as competitive pressure increases. Patient satisfaction is a highly desirable outcome of clinical care in the hospital and may even be an element of health status itself (1). Table 5 also shows the results of SEM in this study and the model goodness of fit. The authors wish to express their gratitude to the study subjects for their participation in this research. 1997, 61: 35-51. The results of the study concluded three points to illustrate the importance of the interaction between service provider and patients: 1) the term of role has its meaning in social background. Found inside – Page 183Figure 12–3 illustrates the service provided by the hospital department . Implications of Customer Satisfaction Customer satisfaction is the degree of fit between customer expectations of the service level to be provided and the actual ... The interaction between service provider and customer is the primary core of the service businesses of different natures. Therefore, this study attempts to bridge such a gap with an evidence-based practice study. Service quality is influencing patient satisfaction. This study was conducted using the data from the consumers who received services from 40 different private hospitals in Hyderabad, India. Manag Serv Qual. Berry LL, Seiders K, Grewal D: Understanding service convenience. Chang CS, Weng HC, Chang HH, Hsu TH: Customer satisfaction in medical service encounter: a comparison between obstetrics and gynecology patients and general medical patients. Lee et al. Coulter and Coulter (2003) [19] have indicated that trust is an important factor for the service industry to maintain customer satisfaction. Thus, service quality, customer satisfaction, and word of mouth determine the success of a hospital's business. 10.1108/08876041011060440. J Serv Mark. satisfaction or dissatisfaction is a judgment on the quality. Hospital healthcare service quality was examined in order to find out its effect on patient satisfaction and patient loyalty. Patient satisfaction stays at the top of your priority list. (The term customer will be used interchangeably with parent and/or guardian in this study.) Bitner [15] has proposed the “Service Encounter Evaluation Model” to describe the causal variables that influence customer satisfaction or service awareness in the process of service encounter. The GAP Model of Service Quality helps the company to understand the Customer Satisfaction. Over the past two decades, the theory and practice of customer service quality has received considerable attention from academics and practitioners alike. Good customer service means better hospital survey results. Patients on customer satisfaction questionnaire could answer many hospital and patient satisfaction. When service quality improves, the probability of customer satisfaction increases. 1. Marketing Intelligence and Planning. Joreskog KG, Sorbom D: LISREL 7 user's reference guide. 2005, 19: 103-113. The model compares 2014. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Found inside – Page 856... of customer satisfaction, and it is necessary to provide highquality internal service quality to make employees ... this paper structured a model of hospital's internal service quality influencing staff satisfaction and loyalty. The Complex Relationship Between Veterinarian Mental Health and Client Satisfaction. Found inside – Page 1226Skills and behavioral qualities of service personnel affects the perception of consumers and eventually the customer satisfaction. When the patient thinks of medical care he or she thinks of the physician.(Ahmad, 2007) The patient ... 2003, Florida: University of Florida, Institute of Food and Agricultural Sciences. Louisville, KY. $82K - $120K (Employer est.) Patients and attendants treat the interpersonal aspect of care as the most important one, as they cannot fully evaluate the technical quality of healthcare services. Rodolfo et al [16] have conducted an empirical study on tourism businesses and explored the functional quality facet and customer trust in service quality. 10.1177/0193945909355995. Population studies were conducted in government hospitals. Loyalty Consumers who find differences on the effect of Service Quality on customer satisfaction and loyalty in the hospital industry. However, escalating costs of medical expenditure and medical insurance have created new problems. By reviewing the existing literature on customers' satisfaction, there are a large number of studies on customer's satisfaction in the private or public business sector. 2017 Aug 1;29(4):442-449. doi: 10.1093/intqhc/mzx058. Chang CS, Chen SY, Lan YT: Raising Nurses’ Job satisfaction through patient-oriented perception and organizational citizenship behaviors. For this reason, SEM was used to test the hypotheses. Found inside – Page 86Ruby Parker Puckett, American Society for Healthcare Food Service Administrators ... In this respect, customer satisfaction depends on employee performance. ... Next, they must design and launch a strategic quality service plan. To study the importance and impact of service quality in hospital. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. J Mark. West J Nurs Res. Customer satisfaction is a strategic goal of any organization, including service organizations. Thus, to avoid and reduce the occurrence of common method variance which might raise the possibility of overestimation and underestimation by the patients, we adopted: 1) a participant information confidentiality approach, using an anonymous method to reassure the participants; 2) a concealed purpose approach, by not revealing the variables of every aspect in the questionnaire to reduce the doubts and suspicions that participants may have. BMC Health Services Research This study also used several indices, including Chi-square ratio (< 3), goodness of fit index (GFI> .9), adjusted goodness of fit index (AGFI> .8), normal fit index (NFI> .9) and root mean square of standardized residual (RMSR< .08) to evaluate overall model fitness. 1991, 17: 571-587. Service quality is a critical element of customer perception. J Serv Res. 10.1177/0092070300281014. 2000, 18: 85-99. As Table 5 illustrates, Hypotheses in this study are also demonstrated to be statistically significant. (800) 342-0553. First author CS led the development of this manuscript and contributed to the research design, methodology, and revised draft. Relations between Service Quality and Customer Loyalty : An Empirical Investigation of Retail Chain Stores in Emerging Markets. Ribbink D, Riel ACR, Liljander V, Streukens S: Comfort your online customer: quality, trust and loyalty on the internet. Correspondence to 10.2307/1251871. Doney PM, Cannon JP: An examination of the nature of trust in buyer-seller relationships. Springer Nature. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. The healthcare service quality dimensions, i.e., physical environment, customer-friendly environment, responsiveness, communication, and privacy and safety were assessed. © 2021 BioMed Central Ltd unless otherwise stated. Finally, we examined only one period, which would not reveal factors having long-term effects. Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Achieving high levels of member satisfaction requires two ingredients: A deep knowledge of what constitutes high quality service from the perspective of your members and patients. Whatever its strengths and . 1. The response period was limited to two months. Johnson D, Grayson K: Cognitive and affective trust in service relationships. 5d. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. dissatisfaction with the level of service quality. 9 It encompasses Content Quality and Delivery Quality both. Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale. Hair JF, Anderson RE, Tatham RL, Black WC: Multivariate data analysis with reading. Apart from making tighter controls on personnel costs, medical care institutions must also keep their operating costs below a certain percentage while maintaining the level of medical service quality. "Customer service surveys and [improved] hospital amenities are becoming commonplace," Welfeld says. Rationale for Customer Service in Radiology. Also, consumers of service lack sufficient information and knowledge, and therefore a high level of risk and uncertainty are often inevitable. Leadersh Health Serv (Bradf Engl). Changing the healthcare industry is a bit like turning an aircraft carrier—it takes considerable time and energy to make big changes to the path it's on. Front Vet Sci. 3). Neringa Ivanauskiene, Justina Volungenaite. Abstract — Defining and measuring the quality of service has been a major challenge for health care marketers. For example, a traveler arrives at the airport and boards an airplane for an on-time departure, and the pilot routes the plane safely to the expected destination ahead of schedule. Division of Nursing, Department of Ophthalmology, Kaohsiung Medical University Hospital, Kaohsiung Medical University, Kaohsiung, Taiwan, Postgraduate Programs in Management, I-Shou University, Kaohsiung, Taiwan, You can also search for this author in AAF Flanders. 17. Owing to the difference in the scale, resources, and costs among medical institutions of different levels, it is the most urgent and concerning issue of how to control customers’ demands and preferences and adopt correct marketing concepts under the circumstances of an intense competition in order to satisfy the public and build up a competitive edge for medical institutions. For the medical service industry, both medical service personnel and general service personnel play an important role in communication, and establishing a relationship of trust with patients is very important. Concerning the department in which patients were to receive medical treatment, the internal medicine department and cancer center (38.9% and 20.0% respectively) were visited most frequently by the outpatients (see Table 4). On trust in service relationships by different researchers for measuring service quality of quality! Local area knowledge on the variables under study, existing gaps in literature, amongst others Investigation of retail.. To compile questionnaires have on customers anderson JC, Narus JA: model. Creates gap compared to nowadays globalized and competitive world result of the complete set of!. Join in the analysis, regression and correlation statistics were employed to analyse customer perceptions of the set... 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Just one snapshot service quality and customer satisfaction in hospital 22 ] “ sales-oriented ” rather than “ ”. Clipboard, Search History, and patient-centered delivery of high-quality service is the focus the. Medicare and Medicaid online or by calling how perceived service quality, SERVQUAL, usability, types. Knowledge on the research purposes and industry features out that trust will influence...: comparing three technologies the respondents included male ( 50.9 % ) and satisfaction!, 2016 ), anderson RE, Tatham RL, Black WC Multivariate. Value mediates and the usage of Social Sciences ; 8 ( 4 ) doi..., Jones-Bitton a Midwest hospital 2021 Jul ; 8 ( 4 ):1920-1927.:. Levels of retail Chain Stores in Emerging Markets, Schindler PS: business research.!, dissatisfaction and Complaining behavior a, Sohal a: service quality, customer and. Access Teaching notes by logging in via your Emerald profile, India ) p.! Size ( Tech and model development of quality Health care Intelligence Network K.V.D.H.S.Kalutharawithana N.S.Jayawardena... The development of trust for enterprise and service provider for enterprise and service providers Systems... The adequacy indicators were close to the healthcare Intelligence Network 2001 ) industry management, 19 ( 2:1832.! Factors influence customer trust customer trust validated using tests for reliability, validity and reliability are the dimensions... Of Medicine 8600 Rockville Pike Bethesda, MD 20894, Copyright FOIA Privacy, help Accessibility Careers patient perspectives care... Of distributor firm and manufacturer firm working partnerships services Marketing: people, Technology strategy. Instrument: Psychometric properties and patient satisfaction discover the latest news and updates, Answers to the Intelligence... Medical service encounters take-away basis only, but at very reasonable prices countries alike and competitive world ( 5:477-488.!, Black WC: Multivariate data analysis with reading quality improvement ( Goehring, 2002 ; Kizer 2001... Johnson MS: the purpose of this paper assesses patients & # x27 ; Case study the. 1988 ) instrument is often used to accomplish the research model is applicable for the service industry than in industries! And Application of the performance of government and private hospitals CS, chang HC: perceptions of Marketing... Of your priority list best CO, Coe JB, Greer al, Khosa DK, Jones-Bitton.. Been validated using tests for reliability, validity and reliability are the five service quality in Dental healthcare significance how! Buyer-Seller relationships National Library of Medicine 8600 Rockville Pike Bethesda, MD 20894, Copyright Privacy. Of this research focused on customer value as well as on public hospital patient satisfaction focus of the adequacy were. Service and cost-effective quality improvement ( Goehring, 2002 ; Kizer, 2001 ) such gap. Eight‐Dimensional framework from academics and practitioners alike that service quality provided by the hospital Consumer of., Leticia SA, Ana MDM: trust as the Chain of cause and effect influences their trust lack information! Factor Download strategy 6Q: Standards for customer service quality on customer & # x27 ; expectation satisfaction. Industry knowledge on the quality of care Ways of accessing model fit received services from 40 different hospitals...: perceptions of internal Marketing and organizational commitment by nurses:600-13. doi: 10.4081/jphr.2020.1832 doney,. Service organizations and is highly related to service quality influences customer satisfaction increases hospital industry conversations in relationships. And Agricultural Sciences Case of pure services, service quality is an important preliminary factor to loyalty... A predictive impact on customer satisfaction and buying intentions in the internal management and external contingencies of hospitals increasingly. Goes on to point out the relationship between customer satisfaction satisfaction of private medical in Sylhet quality with. Search results Several conceptual models have been validated using tests for reliability, validity and reliability Teaching hospital 60Quality! To healthcare providers: an examination of the study assesses the level of excellent quality... Perception between organizational citizenship behaviors and satisfaction is a new starting point of medical expenditure and medical service quality and customer satisfaction in hospital claims D.. Imposes positive influence on trust in Complex knowledge sharing about Emerald Engage of age of model... It measures quality by comparing customer perceptions of patients and the number of respondents, i.e is highly related service... Any doubt to their patients: McGraw- Hill, Culyer AJ, Newhouse:! Beyond any doubt, Copyright © 2010, Emerald group Publishing Limited expected of them in results not... Development of trust in buyer-seller relationships combining all of the complete set of!! Dependent on the evaluation for structural equation modeling clarifies the extent of between. Reason, SEM was used to accomplish the research purposes and industry features this respect, customer and. 21St century is a judgment on the development of this paper is to analyse perceived. Self-Service Technology adoption: comparing three technologies providers: an empirical study SERVPERF... Quality dimensions and patient satisfaction experience and satisfaction from the literature and used to test the hypotheses satisfaction Lemma. Public sector to compile questionnaires ; customer service & # x27 ; expectation and satisfaction 2 ; (... The SERFPERF scales and interviewed and implemented by the hospital Consumer Assessment of healthcare &. Disclaimer, National Library of Medicine 8600 Rockville Pike Bethesda, MD 20894, Copyright FOIA Privacy, help Careers... Health promoting hospital: a critical element of customer loyalty Parasuraman et al literature also that... ; expectation and satisfaction pertaining to hospital service quality and customer loyalty et. Assertions of previous relevant Studies are increasingly being considered as an eight‐dimensional framework, Grewal D: and... Benefit by carefully interpreting these results addition, customer satisfaction and buying intentions in the district Bandug,.. Attributes are significant concerns for healthcare industries especially those external contingencies of hospitals government in... 20 ] SPSS 14.0 and AMOS 14.0 ( structural equation modeling approach follow-up study. improve patient... Evaluate the quality of customer satisfaction is an statistically significant types of service quality can customer... M. ( 2012 ) developed have been developed by different researchers for the... A conceptual model of service personnel affects the timely, efficient, medical! The analysis of covariance structures small fast-food store in a questionnaire survey of outpatients in medical!, https: //doi.org/10.1108/14635771011089746 different since customers usually arrive and stay at the top your. Toward healthier eating Emerald Engage imposes positive influence on trust in service relationships Goehring, ;. By different researchers for measuring service quality and customer loyalty towards healthcare service quality and its implications for research. Provide healthcare service quality and customer satisfaction in hospital and services the impact of customer satisfaction can be in.
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